Canon IR3035 scanning problem

[Akitu]

Hi guys, looking for some help with a copier that can't seem to send out any emails.

My client has an IR3035 that up until March 11th was scanning emails through Gmail SMTP without issue, around 9 AM that day it suddenly stopped working. The copier's job history log shows all jobs are failing with error 752, which, if I read the correct manual, is an error with SMTP settings or domain name. Both of these were correct but the copier still is unable to send, DNS settings are set through the router as well as Google public DNS.

As a test, I tried to set it up to scan through Gmail's open server that doesn't require any authentication and still failed. Swapped Cat5 cable with a new one to make sure the problem wasn't the line. The copier can be pinged on the network and can be printed to, but simply fails to send these scans.

If anyone has any suggestions they would be very much appreciated. Thanks!

[mjarbar]

Re: Canon IR3035 scanning problem

The fact you can ping and print rules out communication problems with the network and from what you have said sounds like you are on the right track with the authentification.

One thing to check where I have had similar problems is the port settings the customers firewall is letting through, if they have had any updates or their IT people have been playing around these get blocked and 'hay presto' no scan, the same goes for password expiry.

If all else fails and the scans are mainly for internal use then scan to file may be another option.

[Akitu]

Re: Canon IR3035 scanning problem

The fact you can ping and print rules out communication problems with the network and from what you have said sounds like you are on the right track with the authentification.

One thing to check where I have had similar problems is the port settings the customers firewall is letting through, if they have had any updates or their IT people have been playing around these get blocked and 'hay presto' no scan, the same goes for password expiry.

If all else fails and the scans are mainly for internal use then scan to file may be another option.

I had assumed authentication was the problem from the get-go. IT guy claims the passwords haven't changed and no data was changed prior to this event. I was working with him toward the middle of the day on Thursday and we collectively couldn't figure anything out. He was adamant about his settings being correct, but it wouldn't be the first time I've dealt with a cocky IT guy; but at the same time, why did the unauthenticating Gmail server not work? Leads me to believe it's a firewall issue in that event as you had stated.

The site is a large mine site with quite a lot of employees in different departments, scan to folder is impractical for their needs as there are some things that are preferred to be kept separate from the other people within those departments, but I will relay it to the client as an option.

[mjarbar]

Re: Canon IR3035 scanning problem

Also had another thought that it could be a spam filter on the email server (either in or out) if it sees a lot of emails withsay 'scan' in the title it may think it has a spam problem and be blocking it. There is also usually a limit to the number of emails a server can send out, we have recently had a problem with our invoices that go out attached as an email to over 400 different customers and found out the hard way that our ISP had put in a limit of 200 emails a day.

[Akitu]

Re: Canon IR3035 scanning problem

Also had another thought that it could be a spam filter on the email server (either in or out) if it sees a lot of emails withsay 'scan' in the title it may think it has a spam problem and be blocking it. There is also usually a limit to the number of emails a server can send out, we have recently had a problem with our invoices that go out attached as an email to over 400 different customers and found out the hard way that our ISP had put in a limit of 200 emails a day.

That would be something worthwhile to look into, however I had stated it's using Gmail's SMTP server, so I can't foresee a hard limit of that sorts, and my province's primary ISP does not operate with a hard limit on emails. This leads me to believe as we previously stated, the problem lies in authentication. The copier was able to ping Gmail servers without issue, so between firewall or authentication, what else could it be?