KM-3035 Scan to Email suddenly takes 3 tries to connect

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  • MelC
    • Jul 2025
    #1

    KM-3035 Scan to Email suddenly takes 3 tries to connect

    So let me start with the fact that I'm a remote IT person, not local to the machine in question, and not terribly familiar with these machines at all. But I've been tasked with figuring out what's gone wrong here, and I'm banging my head against the wall. I much appreciate any help anyone can offer.

    This KM-3035 Network Scanner was working fine one day, then suddenly the next day it's taking 3 tries for it to connect to the email server and about 1 out of 10 scans never show up in email. If sending multiple scans at a time, the second, third, etc connect immediately. It's only the initial handshake connection after being idle for a bit that takes 3 tries.

    Service technician was called in, says he tested the connection with his laptop and it was fine, so he said it had to be our firewall or email server.

    No changes were made to anything on the firewall between the time that it was working and the time it started taking multiple tries to connect... but just for fun I went through every possible setting with the firewall and made sure the scanner IP has free reign, even going so far as to get the tech support for our firewall in on it to make sure.

    That made no difference.

    It's not the email server - have tried multiple SMTP servers, some with authentication, some without, some default port of 25, some other alternate ports. Happens when connecting to any SMTP server.

    I don't believe it's DNS, as I have tried multiple DNS servers and currently have the SMTP server pointing straight to the IP address rather than the name.

    Checked, double, triple checked all network settings - save for the changes we've made in trying to solve it as noted above, nothing else has changed since it was working, and I've verified the settings are correct.

    Any ideas? I feel like I must be missing something fundamentally simple, but I don't know what that is...
    Tags: 3035, ect, email, km-3035, laptop, printing, scan, scan to email, scanner, tech, time, wrong
    • blackcat4866
      Master Of The Obvious

      Site Contributor
      10,000+ Posts
      • Jul 2007
      • 23008
      #2
      Are you using hostname or IP for your SMTP address? If hostname, does your DNS resolve every time, quickly? If no, switch to the IP address. What kind of ping times are you getting?

      Kyocera MFPs can drop off the network if there are a lot of power quality events, then minutes or hours later, re-appear on the network. The way you can confirm this is to install a recording power quality analyzer, and record over a period of at least 48 hours, on a regular workday. Having said this, I don't think that it's you're problem.

      I am wondering if you might not have a bad network switch port, or a cabling problem. The simplest way to test this would be to take a long cable and connect to another network port temporarily. =^..^=
      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

        • RRodgers
          Service Manager

          1,000+ Posts
          • Jun 2009
          • 1947
          #3
          I am wondering if you might not have a bad network switch port, or a cabling problem. The simplest way to test this would be to take a long cable and connect to another network port temporarily. =^..^=
          That is were I would start to look. Get on one computer and ping another, and watch it for a while. If it dances like crazy (which I'd be willing to bet it might) then it's probably the switch. I've seen this happen, although it was with printing and not scanning. Turned out to be the switch. Ping from PC to PC was jumpy and they said the internet sucked. New switch and all was well.
          Color is not 4 times harder... it's 65,000 times harder. They call it "TECH MODE" for a reason. I have manual's and firmware for ya, course... you are going to have to earn it.

            Comment

            • MelC
              #4
              Thanks for the replies. I do appreciate it.

              Currently the SMTP address is setup with the IP address rather than the hostname, so I'm sure it's not a DNS resolve issue. And as I've tried multiple SMTP servers from multiple providers in testing this... I'm sure it's not the connection to the SMTP server - it happens no matter what SMTP server we're trying to connect to.

              I was thinking cabling or switch myself... but the ping tests don't really bear that out either. Ran continuous ping from the server to the scanner IP, from a workstation to the scanner IP, several from server to workstations, and from workstations to server. No drops, no latency, it seems all is solid on the network.

              Scan to PC seems to be working with no problems, which further supports the idea that the connection on the network is good.

              It seems like it's obviously the connection out - but the internet connection is no worse right now than it ever has been (which is to say that it's not great, but it never has been either).

              I feel like the 3rd time's the charm connection piece is the key... what's different on that 3rd attempt that makes it work? And yes, it is always 3 tries.

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