3011 Scan to email

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  • Dark Helmet
    Senior Tech

    Site Contributor
    VIP Subscriber
    500+ Posts
    • May 2009
    • 769

    3011 Scan to email

    Howdy folks,

    Got a 3011 that throws 4803 errors when trying to scan to gmail, our hosted email or SMTP2go. If i turn off STARTLS it starts working (SMTP2go does not require SSL/TLS). Ive tried turning off SSL3.0/TLS1.0, SHA1/2 is checked off.

    Basically it seems unhappy about it's SSL certificate. Anybody else run into this? I remember seeing a whats new email a document talking about updating the machines certificates. Not sure if thats the path i need to go down here.

    Any body have any experience with this? Ive already hit it with latest firmware.

    Thanks!
    Evil will always triumph because good is dumb.
  • dschultz31
    Technician

    Site Contributor
    • Aug 2018
    • 34

    #2
    Re: 3011 Scan to email

    Originally posted by Lawrence
    Howdy folks,

    Got a 3011 that throws 4803 errors when trying to scan to gmail, our hosted email or SMTP2go. If i turn off STARTLS it starts working (SMTP2go does not require SSL/TLS). Ive tried turning off SSL3.0/TLS1.0, SHA1/2 is checked off.

    Basically it seems unhappy about it's SSL certificate. Anybody else run into this? I remember seeing a whats new email a document talking about updating the machines certificates. Not sure if thats the path i need to go down here.

    Any body have any experience with this? Ive already hit it with latest firmware.

    Thanks!
    I set them up with the following. Also, SSL and TLS are the same setting in protocol. Please note the password is generated in google account settings, it's not your actual password to login to gmail.

    Gmail SMTP Settings

    • Server Address: smtp.gmail.com.
    • Username: Your Gmail Address (e.g. example@gmail.com)
    • Password: Your Gmail APP Password.
    • Port Number: 465 SSL/TLS

    Comment

    • Dark Helmet
      Senior Tech

      Site Contributor
      VIP Subscriber
      500+ Posts
      • May 2009
      • 769

      #3
      Re: 3011 Scan to email

      Originally posted by dschultz31
      I set them up with the following. Also, SSL and TLS are the same setting in protocol. Please note the password is generated in google account settings, it's not your actual password to login to gmail.

      Gmail SMTP Settings

      • Server Address: smtp.gmail.com.
      • Username: Your Gmail Address (e.g. example@gmail.com)
      • Password: Your Gmail APP Password.
      • Port Number: 465 SSL/TLS
      I did use an app password on Gmail and tried a few other services. Same result. If I go in and turn off startls it works with a service that does not require SSL.
      Evil will always triumph because good is dumb.

      Comment

      • slimslob
        Retired

        Site Contributor
        25,000+ Posts
        • May 2013
        • 34960

        #4
        Re: 3011 Scan to email

        Here is the help document from Google. Note this is for using corporate workspace not personal. Send email from a printer, scanner, or app - Google Workspace Admin Help

        As for your hosted email, contact the support people with the host unless it is a Google Workspace account.

        As for SMTP2go I would recommend not using it as it has a history of being blocked by other email hosts due to the fact that they frequently host bulk mailers.

        As for the SSL Certificate, it may have expired.

        Comment

        • Dark Helmet
          Senior Tech

          Site Contributor
          VIP Subscriber
          500+ Posts
          • May 2009
          • 769

          #5
          Re: 3011 Scan to email

          Originally posted by slimslob

          As for the SSL Certificate, it may have expired.
          That's what I'm wondering. Do you have instructions on how to create a new one and import it?

          Smtp2go is pretty solid if you register a domain behind it.
          Evil will always triumph because good is dumb.

          Comment

          • copier tech
            Field Supervisor

            5,000+ Posts
            • Jan 2014
            • 7886

            #6
            Re: 3011 Scan to email

            Originally posted by Lawrence
            Howdy folks,

            Got a 3011 that throws 4803 errors when trying to scan to gmail, our hosted email or SMTP2go. If i turn off STARTLS it starts working (SMTP2go does not require SSL/TLS). Ive tried turning off SSL3.0/TLS1.0, SHA1/2 is checked off.

            Basically it seems unhappy about it's SSL certificate. Anybody else run into this? I remember seeing a whats new email a document talking about updating the machines certificates. Not sure if thats the path i need to go down here.

            Any body have any experience with this? Ive already hit it with latest firmware.

            Thanks!
            Try updating the firmware.
            Let us eat, drink, and be merry, because tomorrow we may die!

            For all your firmware & service manual needs please visit us at:

            www.copierfirmware.co.uk - www.printerfirmware.co.uk

            ​

            Comment

            • slimslob
              Retired

              Site Contributor
              25,000+ Posts
              • May 2013
              • 34960

              #7
              Re: 3011 Scan to email

              Originally posted by Lawrence
              That's what I'm wondering. Do you have instructions on how to create a new one and import it?

              Smtp2go is pretty solid if you register a domain behind it.
              You cannot create one unless you happen to be a recognized Certificate Authority. SMT2go should be able to tell you what ones they accept. you then have to locate one of the ones they recommend in you browser, download it to a folder you memory device and the import it to the MFP. Steps to export vary depending on your browser. I use Firefox. With Firefox:
              1. Go to Settings
              2. Select Privacy and Security
              3. Scroll down to Certificates
              4. Clock on View Certificates

              Comment

              • Dark Helmet
                Senior Tech

                Site Contributor
                VIP Subscriber
                500+ Posts
                • May 2009
                • 769

                #8
                Re: 3011 Scan to email

                Ok so the SSL Cert was not expired.

                I did a U917, backed up the entire machine and blew it away in U21. After reboot, setup scan to email first and it worked. I just recovered the address book and one touches and it still works.
                Afterwards i setup the machine as we normally do so the settings were back.

                One thing that is odd is every 3-4 min it shows starting network or what ever it shows when the NIC is plugged in or rebooting. Im pretty sure the customer has a bad cable, the NetGear gig switch its plugged into, both the connection light and activity light blink together at a steady rate. Only 1 light is on the copier and it blinks with traffic. I tried setting the machine to their wireless network and it's the same thing. I was running out of time and had to leave the machine as it was at least working now. I did turn off auto negotiation on the wired NIC and locked it to 1 gig. It wouldn't even connect. 100 FDX did. When i moved the cable to a different switch port it blinked normally but after 5 minutes it went back to both lights blinking on and off steady.

                I was still getting the "Connection Refused" screen when going to some spots on the webpage. Im wondering if the machine is loosing network connection even on both wireless and wired. If issue occurs again ill have to connect my laptop over cross over cable hot spotted to my phone and do constant pings to it to see if it is actually dropping.

                Thanks for your suggestions!
                Evil will always triumph because good is dumb.

                Comment

                • slimslob
                  Retired

                  Site Contributor
                  25,000+ Posts
                  • May 2013
                  • 34960

                  #9
                  Re: 3011 Scan to email

                  Originally posted by Lawrence
                  Ok so the SSL Cert was not expired.

                  I did a U917, backed up the entire machine and blew it away in U21. After reboot, setup scan to email first and it worked. I just recovered the address book and one touches and it still works.
                  Afterwards i setup the machine as we normally do so the settings were back.

                  One thing that is odd is every 3-4 min it shows starting network or what ever it shows when the NIC is plugged in or rebooting. Im pretty sure the customer has a bad cable, the NetGear gig switch its plugged into, both the connection light and activity light blink together at a steady rate. Only 1 light is on the copier and it blinks with traffic. I tried setting the machine to their wireless network and it's the same thing. I was running out of time and had to leave the machine as it was at least working now. I did turn off auto negotiation on the wired NIC and locked it to 1 gig. It wouldn't even connect. 100 FDX did. When i moved the cable to a different switch port it blinked normally but after 5 minutes it went back to both lights blinking on and off steady.

                  I was still getting the "Connection Refused" screen when going to some spots on the webpage. Im wondering if the machine is loosing network connection even on both wireless and wired. If issue occurs again ill have to connect my laptop over cross over cable hot spotted to my phone and do constant pings to it to see if it is actually dropping.

                  Thanks for your suggestions!
                  The connection light and activity light blinking on the switch plus the traffic light on the NIC is an indication that the switch is detecting jabber on that port. Jabber is described most often as a frame greater than the maximum of 1518 bytes with a bad CRC.

                  When you switched to the wireless connection did you disconnect the cable to the switch?

                  More than likely you have a bad network controller on the 3011, especially if you have tried different ports on the switch. Try connecting your laptop directly to the 3011 and see if you still get jabber.

                  Comment

                  • Dark Helmet
                    Senior Tech

                    Site Contributor
                    VIP Subscriber
                    500+ Posts
                    • May 2009
                    • 769

                    #10
                    Re: 3011 Scan to email

                    Originally posted by slimslob
                    The connection light and activity light blinking on the switch plus the traffic light on the NIC is an indication that the switch is detecting jabber on that port. Jabber is described most often as a frame greater than the maximum of 1518 bytes with a bad CRC.

                    When you switched to the wireless connection did you disconnect the cable to the switch?

                    More than likely you have a bad network controller on the 3011, especially if you have tried different ports on the switch. Try connecting your laptop directly to the 3011 and see if you still get jabber.
                    I did remove the cable when i went wireless. Wireless and the wired NIC should be two separate interfaces on the main board yes?

                    Thx
                    Evil will always triumph because good is dumb.

                    Comment

                    • slimslob
                      Retired

                      Site Contributor
                      25,000+ Posts
                      • May 2013
                      • 34960

                      #11
                      Re: 3011 Scan to email

                      Originally posted by Lawrence
                      I did remove the cable when i went wireless. Wireless and the wired NIC should be two separate interfaces on the main board yes?

                      Thx
                      Without seeing the engineering drawings it is hard to tell. Usually unless the WiFi is a separately installed option board it is often less expensive to use one set of network control chips with transmit and receive lines switched between the wired jack and the WiFi transceiver.

                      Comment

                      • PrintWhisperer
                        Trusted Tech

                        250+ Posts
                        • Feb 2018
                        • 434

                        #12
                        Re: 3011 Scan to email

                        Originally posted by Lawrence
                        Howdy folks,

                        Got a 3011 that throws 4803 errors when trying to scan to gmail, our hosted email or SMTP2go. If i turn off STARTLS it starts working (SMTP2go does not require SSL/TLS). Ive tried turning off SSL3.0/TLS1.0, SHA1/2 is checked off.

                        Basically it seems unhappy about it's SSL certificate. Anybody else run into this? I remember seeing a whats new email a document talking about updating the machines certificates. Not sure if thats the path i need to go down here.

                        Any body have any experience with this? Ive already hit it with latest firmware.

                        Thanks!
                        For the TLS settings, Server-side appears at the top, for Client-side you need to scroll down. Client side effects your outgoing email, Server-side effects your connection to the Command Center.

                        It is easy to miss the Client-side portion if you do not scroll down, and then you have only set the Server-side.

                        It should be TLS 1.0 and SHA1 off, TLS 1.2 and SHA2 need to be ON.
                        If you turn off both SHA you have no encryption hashing option so the TLS session fails.

                        "The 4803 error can typically be resolved by enabling TLS1.2 and SHA2 under the ServerSide Settings, ClientSide Settings, and Certificate Verification in Command Center. Some older models that do not support enhanced encryption, will not have these settings and therefore will no longer work with Scan to Email in Office 365. Once these settings are made, the device will need to be restarted.Also, be sure Firmware is updated to the current version posted on our Web site. Some models had these encryption settings added with firmware. Additionally, Under Function settings/Email menu, confirm SMTP security is set to STARTTLS, if not set to Start, a 4803 error can also occur."
                        "Being ignorant is not so much a shame, as being unwilling to learn" - Benjamin Franklin

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