c3351 scan to email error with new ISP

[adecanmin]

Gentlemen

The machine was functioning flawlessly for years. Customer changed internet provider and now the scan to email doesn't work anymore. I transferred the smtp configuration to my machine (3850) and it worked. The customer still had the previous internet provider active in their office but not used. I had the customer switch over to the original provider and the scan to email worked.

Not sure how to proceed. The customer is an hour away. She called the new provider and they said there system is working. I did not get the error code as of yet from the log. I could have the customer give that to me. I'm thinking the ports are being blocked for this function. Is this going to be a Wireshark investigation? I not that versed on it but I need to have proof to kick the provider in the butt.

[rrrohan]

Re: c3351 scan to email error with new ISP

what settings are you using?
could be a non existent SSL certificate or a expired one

why drive there just use TeamViewer then log into web interface

[adecanmin]

Re: c3351 scan to email error with new ISP

Using smtp2go port 587 start TLS. I could use telnet to check the port for connectivity. I would have to install it from programs and features remotely.

[rrrohan]

Re: c3351 scan to email error with new ISP

try port 25 or 2525 with no encryption

[adecanmin]

Re: c3351 scan to email error with new ISP

I did that remotely. Tried every combination. I even tried port 25 no luck. Prints and scans to folder with no issue.

[adecanmin]

Re: c3351 scan to email error with new ISP

I even tried using my gmail account on their machine instead of smtp2go and no go.

[copier tech]

Re: c3351 scan to email error with new ISP

Gentlemen

The machine was functioning flawlessly for years. Customer changed internet provider and now the scan to email doesn't work anymore. I transferred the smtp configuration to my machine (3850) and it worked. The customer still had the previous internet provider active in their office but not used. I had the customer switch over to the original provider and the scan to email worked.

Not sure how to proceed. The customer is an hour away. She called the new provider and they said there system is working. I did not get the error code as of yet from the log. I could have the customer give that to me. I'm thinking the ports are being blocked for this function. Is this going to be a Wireshark investigation? I not that versed on it but I need to have proof to kick the provider in the butt.

Sounds like you need to update the firmware, this is a common issue when clients switch to a new ISP.

[adecanmin]

Re: c3351 scan to email error with new ISP

Sounds like you need to update the firmware, this is a common issue when clients switch to a new ISP.

I may give it a try. Thanks

[avecosat]

Re: c3351 scan to email error with new ISP

Did you change the DNS?

[kingarthur]

Re: c3351 scan to email error with new ISP

you have proved it's not the machine, by putting it back onto their old network. unless they have a network contract, it's up to the ISP to resolve the problem, either way, it'd be up to their ISP to resolve the issue. I've had a similar issue, installed a device in a customers, I copied over all their network settings from one of their other devices, but they were getting a 107 network error, it worked in our showroom before it went in. Their IT said it wasn't a network issue, the machine must be faulty, turned out that their firewall was blocking the IP, apparently, they hadn't opened port 25 for the IP

[bsm2]

Re: c3351 scan to email error with new ISP

Most likely the DNS and IP settings ie gateway are different.

Check it with ipconfig /all

[adecanmin]

Re: c3351 scan to email error with new ISP

I'll check it out. Thanks

[adecanmin]

Re: c3351 scan to email error with new ISP

I got it working. It was the gateway. I looked for the IP numbers on the copier interface. It is the newer style and it does not show the IP configuration. The older one does. I had the the customer check them from the copier itself. Sure enough the old gateway was 192.168.1.1 and the new 192.168.1.254. I had her change it and it works.



Thanks for all the help especially bsm2.

[adecanmin]

Re: c3351 scan to email error with new ISP

The big take away was learning how to use telnet. It is great for checking for open or closed ports.