BHC360i Scan to E-mail issues

[Terrocks]

Hello all,

I have a customer that has a scan to email issue for their C360i. They are currently scanning via email with office365. I have quadruple checked the information for logins etc.

Their issue is that sometimes the email will not send. They will get a 107 server connection error intermittently. This customer also has two c650i's in other parts of their office set up with the same credentials. It will also happen to them sometimes too, but far less frequently. The c360i is primarily used for scanning. I am at a loss here. I have updated the firmware, tried to use Gmail to send scans, and even used my companies credentials. They all have the same issue where intermittently it will not send some scans. Any suggestions?
This is a fairly large office with around 100 employees. Their IT department says that no port issues are present, and they aren't seeing any errors on their side.

[tsbservice]

Main problem I see is they are using your MFP as scanner and you will only loose money this way.
Machine is scanning and it is on their IT to fix the problem.

[WildbillC]

Try creating a new device certificate. You can also try pinging the office 365 server and using it's ip instead of the host name.

[Synthohol]

not for nothing, check the time and date on the machine, if its more than a few minutes off the smtp server refuses it.
i just helped someone over the phone that the time and date were off and scan to email stopped.
worth a check.

[copyman]

not for nothing, check the time and date on the machine, if its more than a few minutes off the smtp server refuses it.
i just helped someone over the phone that the time and date were off and scan to email stopped.
worth a check.

Synthohol is right about the date & time. Especially with the 4700 series. I'm finding those small backup batts going bad a lot lately. Loses the date & time if machine is powered off. The batts are much smaller than what's in the "4" series and going bad much sooner. Good thing is they are very easy to replace. Take small cover off side and batt is right there. It pops right out with small screwdriver. Just make sure to press down on batt holder when prying batt out, otherwise you will pull the holder right off board then you are screwed! DigiKey sells the batteries. Like $2 each

On another note why doesn't the Kon/Min knowledge base cover "common" issues like these batts going bad and affecting scan to email, etc. Hardly ever do I see tech bulletins, etc that actually help the tech. It's usualy just a bunch of bullshit!

[mascan42]

Hello all,
This customer also has two c650i's in other parts of their office set up with the same credentials. It will also happen to them sometimes too, but far less frequently. The c360i is primarily used for scanning.

I think you'll find that if they scanned on the other machines as often, they'd have the problem as often. This is almost certainly a network issue.

[Max]

As far as I know, Office 365 won't scan using IP. However, Gmail will. Setup Gmail using IP instead of host name. The error 107 is usually DNS related.

[Gift]

I also had this issue if both IP v4 and v6 was enabled for whatever reason. Issue was solved after disabling ipV6.
It's also importent to uncheck old TLS/SSL versions - just use the newest one otherwise the MFP might do a server handshake with the old version and might get rejected.

If this is just DNS related, try a different DNS (google, cloudflare).

And yeah, as long as this is not a FW related issue, fixing this should be the job of the customer IT guy.

[kingarthur]

As far as I know, Office 365 won't scan using IP. However, Gmail will. Setup Gmail using IP instead of host name. The error 107 usually error 107 is DNS related.

I've used IP 40.100.174.18 to set up 365 when the smtp.office365.com hasn't worked

[jonbonse]

Synthohol is right about the date & time. Especially with the 4700 series. I'm finding those small backup batts going bad a lot lately. Loses the date & time if machine is powered off. The batts are much smaller than what's in the "4" series and going bad much sooner. Good thing is they are very easy to replace. Take small cover off side and batt is right there. It pops right out with small screwdriver. Just make sure to press down on batt holder when prying batt out, otherwise you will pull the holder right off board then you are screwed! DigiKey sells the batteries. Like $2 each

On another note why doesn't the Kon/Min knowledge base cover "common" issues like these batts going bad and affecting scan to email, etc. Hardly ever do I see tech bulletins, etc that actually help the tech. It's usualy just a bunch of bullshit!

Hey...Im having same issue ion a c3320i...do you know if these have the battery too?

[Duplicator]

Hey...Im having same issue ion a c3320i...do you know if these have the battery too?

Yes.

They all have that battery. Now the rebranded brother printers at the bottom of the range.....I don't know....we simply don't have many of those.

I just use time adjustment (NTP) instead since all the batteries will die. Plus I can set that up over the phone and don't have to drive to the customer.

[tsbservice]

Yes.

They all have that battery. Now the rebranded brother printers at the bottom of the range.....I don't know....we simply don't have many of those.

I just use time adjustment (NTP) instead since all the batteries will die. Plus I can set that up over the phone and don't have to drive to the customer.

No NTP will help if they leave the machine unplugged or turned off for extended time.
I think we only had battery issues with 4e series.

[Duplicator]

No NTP will help if they leave the machine unplugged or turned off for extended time.
I think we only had battery issues with 4e series.

On the 4e and older machines it's a total disaster. When the battery dies it loses all of it's settings and has to recover them from the SSD backup copy provided those aren't corrupt too. NTP won't help you there. However, newer models when the battery dies it's not quite the end of the world like it is on the older models (thankfully). On some of the i-sereis machines they are finally socketed as well!