Scan to Email

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  • luis8832
    Trusted Tech

    250+ Posts
    • Dec 2008
    • 250
    #1

    Scan to Email

    Working with a bizhub 364e, it has been set up to scan to email. We had a previous unit there before and no issues. Now it has server connection errors. The company has switched over email servers to office 365 smtp. Firmware was updated on unit and also brought back to our shop to be worked on. I reformatted the hdd on my laptop and reinstalled. Input all the information back into unit and scanned to their email server many times. No issues, brought the unit back to the account and it has worked until friday. Got a call from the customer, she says the same error. Sorry, it has been working for over a month at the customer. Any ideas as to what i can look at? The email address has a license and it the unit is set up to the right port and using tls. Any insight would be appreciated.
    Tags: None
    • blackcat4866
      Master Of The Obvious

      Site Contributor
      10,000+ Posts
      • Jul 2007
      • 22994
      #2
      Re: Scan to Email

      So it works at your office, but not on-site? It seems pretty clear that it's not a hardware issue. Another simple test is to scan to a Gmail account as a test.

      So you'll try scanning to Office 365 and Gmail, from the two locations. See what happens. =^..^=
      If you'd like a serious answer to your request:
      1) demonstrate that you've read the manual
      2) demonstrate that you made some attempt to fix it.
      3) if you're going to ask about jams include the jam code.
      4) if you're going to ask about an error code include the error code.
      5) You are the person onsite. Only you can make observations.

      blackcat: Master Of The Obvious =^..^=

        Comment

        • luis8832
          Trusted Tech

          250+ Posts
          • Dec 2008
          • 250
          #3
          Re: Scan to Email

          Originally posted by blackcat4866
          So it works at your office, but not on-site? It seems pretty clear that it's not a hardware issue. Another simple test is to scan to a Gmail account as a test.

          So you'll try scanning to Office 365 and Gmail, from the two locations. See what happens. =^..^=
          We have a gmail account that we use for testing. We tried it before we and we got the same error(server connection error). After the hdd reformat the unit worked for a month now the same error, are there issues with office 365 that you are aware of? I don't think it's the unit either, but when we put in a loaner unit with the credentials for office 365 they had no issues. Scan to email was working fine.

            Comment

            • blackcat4866
              Master Of The Obvious

              Site Contributor
              10,000+ Posts
              • Jul 2007
              • 22994
              #4
              Re: Scan to Email

              I haven't set up Office 365. =^..^=
              If you'd like a serious answer to your request:
              1) demonstrate that you've read the manual
              2) demonstrate that you made some attempt to fix it.
              3) if you're going to ask about jams include the jam code.
              4) if you're going to ask about an error code include the error code.
              5) You are the person onsite. Only you can make observations.

              blackcat: Master Of The Obvious =^..^=

                Comment

                • slimslob
                  Retired

                  Site Contributor
                  25,000+ Posts
                  • May 2013
                  • 37228
                  #5
                  Re: Scan to Email

                  Office 365 uses port 587 and TLS, StartTLS, instead of SSL. My guess is that the server updated the version of TLS used. If the MFP does not support TLS you will have to use an SMTP relay in Office 365. See the following:
                  How to Allow a Multi-function Device or Application to Send E-mail through Office 365 Using SMTP: Exchange Online Help

                    Comment

                    • TheOwl
                      Service Manager

                      Site Contributor
                      1,000+ Posts
                      • Nov 2008
                      • 1732
                      #6
                      Re: Scan to Email

                      Scan to Email using Office 365 / Exchange Online - Copytechnet.com
                      http://www.copytechnet.com/forums/connectivity/93967-scan-email-using-office-365-exchange-online.html
                      All things network and software related


                      The above link will help you to create an open relay for specific IP addresses (public IP addresses, not private IP addresses).

                      If you format the HDD again and it works temporarily, then I would suggest replacing the HDD. Actually, I would replace the HDD as a test and see what happens in a months time.
                      Please don't ask me for firmware or service manuals as refusal often offends.

                        Comment

                        • luis8832
                          Trusted Tech

                          250+ Posts
                          • Dec 2008
                          • 250
                          #7
                          Re: Scan to Email

                          Originally posted by TheOwl
                          http://www.copytechnet.com/forums/co...ge-online.html

                          The above link will help you to create an open relay for specific IP addresses (public IP addresses, not private IP addresses).

                          If you format the HDD again and it works temporarily, then I would suggest replacing the HDD. Actually, I would replace the HDD as a test and see what happens in a months time.
                          Thats exactly what i did. I got a hold of another hdd, formatted it and installed. Ran a logical format and actually used an old gmail account that the customer had previously used. So far good, before i even get the next batch ready the first one is already in the email. Keeping my fingers crossed on this. Thank you for the response.

                            Comment

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