bizhub c360 scanning question

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  • brent
    Service Manager

    Site Contributor
    1,000+ Posts
    • Nov 2008
    • 1208
    #1

    bizhub c360 scanning question

    scanner has been working great. friday it started acting up. it will scan the document just like it always had. then it says.. failed to c omplete job. check log. hit the button. then it ways scan job deleted due to error. I did a trouble reset. along with turning off and on. but I tried to do an initial. or clear. but for the life of me could not find it in this book. I have the service manual. is this something in the server. or somthing in this machine. could I get a little help? thank you very much

    brent
    Tags: scan settings
    • blackcat4866
      Master Of The Obvious

      Site Contributor
      10,000+ Posts
      • Jul 2007
      • 22929
      #2
      Re: bizhub c360 scanning question

      What kind of scanning? Email, SMB, FTP? What error?

      All of these things are pertinent to your inquiry. And please don't try any sort of an All Clear. The only thing for sure is that you'll have more problems to solve afterwards.
      =^..^=
      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

        • brent
          Service Manager

          Site Contributor
          1,000+ Posts
          • Nov 2008
          • 1208
          #3
          Re: bizhub c360 scanning question

          sorry bout that. it is scan to email. they are set up in a one touch tab. like I said. it worked great. then now nothing. it does not give any other code then failure to complete job. check log. then it says scan job deleted due to error. no other codes. hope that helps clarify. thanks black cat

          brent

            Comment

            • mo0651
              Service Manager

              1,000+ Posts
              • Apr 2009
              • 1054
              #4
              Re: bizhub c360 scanning question

              Hit the details button and it should say something like server connect error, or login error.

                Comment

                • EarthKmTech
                  Step aside, noob

                  1,000+ Posts
                  • May 2009
                  • 2139
                  #5
                  Re: bizhub c360 scanning question

                  If nothing has changed on the copier and it no longer scans i guarantee something has changed on the mail server or network environment, just like always, its almost never the copiers fault.

                  Dont you guys get any network training ? Its essential knowledge to be in this industry now, and if they're not providing it, ask why not. You'd be surprised how awesome customers think you are when you know more than their IT staff and fix an issue they didn't understand, even though you slap them with a bill.

                    Comment

                    • TheOwl
                      Service Manager

                      Site Contributor
                      1,000+ Posts
                      • Nov 2008
                      • 1732
                      #6
                      Re: bizhub c360 scanning question

                      As above, go into the details of the job which will give you further details as to the reason of why the job was deleted.

                      Chances are with the scan to email is that the email server has been upgraded, or the recieve connectors may have been changed or SSL may have been enabled.

                      If your customer is using Exchange 2007 or 2010, then this should help you out without going into how to setup the machine to work with the standard connectors.

                      Email with Exchange 2010.pdf
                      Please don't ask me for firmware or service manuals as refusal often offends.

                        Comment

                        • kingarthur
                          Service Manager

                          1,000+ Posts
                          • Feb 2008
                          • 1301
                          #7
                          Re: bizhub c360 scanning question

                          Everytime we have a problem like this, it's been the customers network, had one last week, customer phones & says Biz 283 not scanning, they've turned it off & on & their "IT" have said it's not the network, i asked if the other Biz 283 they have is scanning, they answer "no"....obvious it wasn't the m/c's...but their "IT" couldn't work that one out....
                          Tip for the day; Treat every problem as your dog would.....If you cant eat it or f*ck it....then p*ss on it & walk away...

                            Comment

                            • blackcat4866
                              Master Of The Obvious

                              Site Contributor
                              10,000+ Posts
                              • Jul 2007
                              • 22929
                              #8
                              Re: bizhub c360 scanning question

                              Originally posted by kingarthur
                              Everytime we have a problem like this, it's been the customers network, had one last week, customer phones & says Biz 283 not scanning, they've turned it off & on & their "IT" have said it's not the network, i asked if the other Biz 283 they have is scanning, they answer "no"....obvious it wasn't the m/c's...but their "IT" couldn't work that one out....
                              Yeah. All the MFP's broke simultaneously. Think about this a second.

                              I had a paper jam call like that last week. On a Saturn won't feed their letterhead from tray #1, or tray #2, or any of the (6) other FS-2020's, or the HP printers. So it won't feed through any of your machines. Do you think they all broke simultaneously, or maybe something much simpler?
                              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

                                • brent
                                  Service Manager

                                  Site Contributor
                                  1,000+ Posts
                                  • Nov 2008
                                  • 1208
                                  #9
                                  Re: bizhub c360 scanning question

                                  yes their email server does this probably twice a month. and it is always our fault.. but I can pull a log up and it says the scan was sent from the mfp. I have the computer guy going out there and going to do a scan to smb or ftp. the email server they are using. is godaddy.com and it works. but not very good around here.

                                  the wierd thing is that this time on the scanning using it just wont scan and says check job log.
                                  I do hope it is their server

                                    Comment

                                    • Kidaver
                                      Ghoulscout

                                      500+ Posts
                                      • Apr 2011
                                      • 912
                                      #10
                                      Re: bizhub c360 scanning question

                                      Probably not even related to your issue but a good thing to have a heads up on....I had a customer go in and change the job reset when an original is placed in the DF under the reset menu...it would stop jobs that were still scanning when they'd place the next stack of papers in the ADF....
                                      "In a cruel and evil world, being cynical can allow you to get some entertainment out of it."

                                        Comment

                                        • Mr Spock
                                          Vulcan Inventor of Death

                                          1,000+ Posts
                                          • Aug 2006
                                          • 2064
                                          #11
                                          Re: bizhub c360 scanning question

                                          Originally posted by brent
                                          the email server they are using. is godaddy.com and it works. but not very good around here.
                                          I have 4 companies that use godaddy and none of them work with scan to email. They setup a gmail account for the copier and they do not have any issues.
                                          And Star Trek was just a tv show...yeah right!

                                            Comment

                                            • wseyller
                                              Service Manager

                                              1,000+ Posts
                                              • Sep 2012
                                              • 1129
                                              #12
                                              I had a C360 today with server communication error when doing scan to email. They could print over the network. I tried different smtp servers with no luck. It turned out a dns network address cause the issue. The last # end in 249. I set the machine to automatically obtain network information. It changed the dns ip to a # ending in 248. Then it finally fixed it. Then i just changed the ip of the machine back to its normal ip address.

                                              Sent from my DROID BIONIC using Tapatalk 2

                                                Comment

                                                • rrrohan
                                                  Service Manager

                                                  Site Contributor
                                                  1,000+ Posts
                                                  • Sep 2011
                                                  • 1977
                                                  #13
                                                  Re: bizhub c360 scanning question

                                                  ive had it the where copier was on DHCP and was assigned a different IP which then broke the TCP/IP Address Relay in Exchange Server.
                                                  Last edited by rrrohan; 10-12-2012, 01:19 AM. Reason: speeling marsteaks

                                                    Comment

                                                    • Mita-Konica-Tech
                                                      Technician
                                                      • Jul 2011
                                                      • 76
                                                      #14
                                                      Re: bizhub c360 scanning question

                                                      Originally posted by Mr Spock
                                                      I have 4 companies that use godaddy and none of them work with scan to email. They setup a gmail account for the copier and they do not have any issues.
                                                      I use the gmail account all the time and I never have any problems with Google...go figure...

                                                        Comment

                                                        • brent
                                                          Service Manager

                                                          Site Contributor
                                                          1,000+ Posts
                                                          • Nov 2008
                                                          • 1208
                                                          #15
                                                          Re: bizhub c360 scanning question

                                                          I appreciate all the help. we are looking into this. we are a small company and I do all the tech support. all mfp fixing. everything... I do some networking on our own machines in shop. so consequently I have to hire out networking. I have over 350 machines in the field. and thank gosh they don't all break down at the same time. someone mentioned that I should be more of a network guy? that would be great. and I am learning more and more. I also sell copiers as well. so my sales rep and tech rep are always getting me to go to sales schools and tech schools. some of the problems with owning a small dealership. point is. I really rely on this board for help from time to time. and offer advice as well. I donate to this board a few times a year. I feel it is neccesary for me to pay up. for the knowlege I gain here. and would like to thank you guys and gals here that help me out. it is a wonderful tool in my tool box.. thanks again

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