Intermittent Scan to email

[MHeon71]

Client has a MX2300N and set up scan to email. They can scan to email but they say intermittently the email will not go through. IT tells me that he sees no errors in Exchange and there are no errors shown on the copier side either. I feel that it is a email size issue.

One test they gave me was 7 pages B/W would go through, color would not. It had several pictures. I explained that it was a size issue. They gave me a second example and it went through for me, but they say it did not for them.

Has anyone experience this type of problem without it being a email size issue.

Thanks for any help.

[ruben]

Re: Intermittent Scan to email

By default most exchanges have a 10MB file size limit imposed, check that this is not the case and also check that the copier has its own file size limit turned off. (The newer models support this, need to check if this one does.) Do a test with mono2 and then the same document with full colour, if the mono2 goes through but not the colour; you have a block on the exchange.

[MHeon71]

Re: Intermittent Scan to email

Yes, the copier has a 1 to 10 MB limitation which is set to unlimited. I have tried the B/W and color copy. The B/W does go through and color does not.

The problem comes when they say they tried a 3 page document that did not go through. They gave me similar, but not exact doc, and it did go through.

I am thinking that their information for me may not be totally accurate and that it is their size limitation on their exchange server. They say it was running fine 2 weeks ago and that they have not made any updates to their servers. Although, I am not a leading expert in servers or exchange, The IT tech did not give me a set size for emails on their network. He did say that the server will make exceptions to allow larger files to be passed through email, I have never heard of exceptions like that.

[Boogotshot]

Re: Intermittent Scan to email

Just a few thoughts for you to consider:
1. Have them check to see if there is a default file size limitation on the SMTP server this could be the problem.
2. Check your resolution on the files, it should be set to somewhere around 300 dpi, I have seen customers pump that up to 600 dpi thinking they will get a super clear document.
3. Check your internet patch cable going to the machine to make sure your signal to the machine is not flaking on you.

Just a few common issue I have seen.

[MHeon71]

Re: Intermittent Scan to email

Thanks for your help. Patch cable good, 200X200 resolution. I explained to customer that I did see no issue and that it had to be file size. Their IT could not give file size when I spoke to him, so I did not spend much more time on it.

[blackcat4866]

Re: Intermittent Scan to email

Just as a reference:
the typical monochrome, PDF, 200x200, Text, scan attachment is about 10KB per page.
now color, PDF, 200x200, Text, scan attachment is about 100KB per page
now color, PDF, 300x300, Text/Photo, scan attachment is about 300KB per page
now color, PDF, 600x600, Text/Photo, scan attachment is about 1MB per page

Settings make all the difference. =^..^=

[MHeon71]

Re: Intermittent Scan to email

Good reference, thanks.

[elsteef]

Re: Intermittent Scan to email

Hi MHeon,
Often times when an email is larger than the limitation set on the server an error message is generate. That error message is sent back to the sender of the email.
Are you using a real, monitored email as the default sender or just a general address like scanner@abccompany.com?

Steve

[MHeon71]

Re: Intermittent Scan to email

I am not sure, I did not check. I try not to set default senders because multiple people have complained about them and me personally, feel like recipients will start replying to copier's email. Their IT said they did not receive any errors and they could not tell the email limitations. Like I said, B/W magazin article went through fine multiple times but not the color.

[SargeNZ]

Re: Intermittent Scan to email

If IT can not tell you the mail size limitations, it also means they do not know how to make them bigger. Sounds like IT is being a little imcompetent. Chuck another machine in there, clone the details over. If it also has the same problems then you have eliminated the machine being at fault and will force the IT guy to do his job properly.

[slimslob]

Re: Intermittent Scan to email

If their IT cannot tell you what the size limit is on their Exchange server, then I would not trust anything that their IT says. The problem could be a network switch or something else causing delays in their network. If the MFP does not get the proper response back from the server with the specified time, that attempt fails. The MFP then makes 2 additional attempts before giving an error message. Turn on logging on the MFP or better yet, setup your laptop on their network with WireShark - http://www.wireshark.org/ and monitor the traffic to the MFP.

[MHeon71]

Re: Intermittent Scan to email

I told them that there solution may require scan to network folder and should be easy enough to set up. If they need my help with that, I would need to charge them.