iRA C5235i scan to email problem

[Rich]

Hi everyone,
When scanning to email in any file format the attachments either cannot be opened of a message is displayed "file is corrupt or damaged". It doesn't seem to make any difference which version of windows is in use (Windows 7 & Pro 8.1 have been used).
Scan to USB & scan to file works perfectly when set used for diagnostics but are not options allowed on the customers network. The issue seems to be with the process of attaching the scan to the email as when using USB/file the scanned image is sent to the destination on its own rather than as an attachment.
Canon have been out, main controller 1 & 2 have been replaced as have the Image Operation Sub PCB and Reader Controller on their advice.
HDD has been replaced, firmware versions 41.01 & 43.01 have been tried by Canon with no change.
We have put another device on the same network port using the same cable and all works fine. All settings have been compared between the 2 devices and are identical.
There are no errors being logged at all.
All other device functions- copy, print etc. work perfectly.

Can anyone offer any suggestions other than a gallon of paraffin & a match?

Any help appreciated.

[JPiek]

Re: iRA C5235i scan to email problem

I doubt if i can really help, but will do some brainstorming

*All filetypes get damaged ? Pdf, jpeg ?
* Works when scanned to file
* Works with another Canon

- have you tried swapping the networkcard ?
- Do filesize differ between both Canons and/or between maild doc. and scanned to file doc. ?

[guitar9199]

Re: iRA C5235i scan to email problem

Worse comes to worse, you could always "Initialize All Data Settings", and start with a clean slate. Make sure to do a P-Print and export your address book before you do it though, and check all your settings.

Good luck.

[Rich]

Re: iRA C5235i scan to email problem

I doubt if i can really help, but will do some brainstorming

*All filetypes get damaged ? Pdf, jpeg ?
* Works when scanned to file
* Works with another Canon

- have you tried swapping the networkcard ?
- Do filesize differ between both Canons and/or between maild doc. and scanned to file doc. ?

Hi. Thanks for getting back to me.
Yes- all file types are damaged/ corrupt.
Another Canon works fine.
Setting up a file on my laptop and connecting directly to the device works so does scanning to a USB stick.
Network card has been changed as it is part of main controller 1.
File sizes are identical between both Canons and also scan to file / USB.
Customers permissions do not allow a scan folder to be set up on users PC so can't test to file/folder over the network and their IT refuse to set one up for diagnostics due to security implications.

[Rich]

Re: iRA C5235i scan to email problem

Worse comes to worse, you could always "Initialize All Data Settings", and start with a clean slate. Make sure to do a P-Print and export your address book before you do it though, and check all your settings.

Good luck.

Thanks for your help. It really is the last resort with this site and something I have considered. I'm thinking it might have to come to that though.

Cheers

[JPiek]

Re: iRA C5235i scan to email problem

Init all data doesn't reset the printer. Just user/customer settings/data.

But in short: if you don't use the customers network, it works ? Can you use another smtp server for testing ?

[copier tech]

Re: iRA C5235i scan to email problem

What SMTP account are you using?

Have you tried using another SMTP account, for example set up a gmail account, (smtp.gmail.com) port 465 etc program all the relevant settings & try that.

[Rakesh]

Re: iRA C5235i scan to email problem

try changing smtp server & port no...as suggested by copier tech

[Rich]

Re: iRA C5235i scan to email problem

try changing smtp server & port no...as suggested by copier tech

Hi everyone.
Thanks for your help on this one. I've resolved the issue by changing the IPMTU setting in service mode (copier > option> network> IPMTU). The default is 10 which means that the size of the packets for sending data over the network is 15000 bytes. I've changed this to 8, reducing the packet size to 13000 bytes and all file formats work perfectly every time.

Cheers.

[copier tech]

Re: iRA C5235i scan to email problem

Thanks, i've never heard of anyone using that setting before!

[Rich]

Re: iRA C5235i scan to email problem

Thanks, i've never heard of anyone using that setting before!

I think that makes about 20,000 of us!
Apparently the customers IT had seen the issue before but didn't think it was worth sharing the knowledge. Don't you just Love 'em?

[JPiek]

Re: iRA C5235i scan to email problem

I think that makes about 20,000 of us!
Apparently the customers IT had seen the issue before but didn't think it was worth sharing the knowledge. Don't you just Love 'em?

Offcopurse not ! They probably created the problem themself by changeingt the MTU on some switch...

https://supportforums.cisco.com/discussion/9912226/difference-between-interface-mtu-and-ip-mtu

Any chance you can figure out what the setting was on the other Canon you tried and wich worked ?

[Rich]

Re: iRA C5235i scan to email problem

Offcopurse not ! They probably created the problem themself by changeingt the MTU on some switch...

https://supportforums.cisco.com/discussion/9912226/difference-between-interface-mtu-and-ip-mtu

Any chance you can figure out what the setting was on the other Canon you tried and wich worked ?

Not without visiting the site again and to be honest the security is so tight they won't let me in just to check it.

[JPiek]

Re: iRA C5235i scan to email problem

To bad...

[Rakesh]

Re: iRA C5235i scan to email problem

Hi everyone.
Thanks for your help on this one. I've resolved the issue by changing the IPMTU setting in service mode (copier > option> network> IPMTU). The default is 10 which means that the size of the packets for sending data over the network is 15000 bytes. I've changed this to 8, reducing the packet size to 13000 bytes and all file formats work perfectly every time.

Cheers.

good find, thanks for sharing.