SPC221SF/SPC222SF-Scan to mail issue

[category_five]

Now I wonder: Didn't anyone in this whole wide world set this box up for scan-to-mail in a non-192.168.x.x environment yet ??
Or am I missing a point here somewhere

I've checked all my usual resources for this model, documentation is severely lacking. What little documentation I can find relates to the printer model, and almost nothing relates to the MFP model. Haven't yet encountered this series in the field.

[Koosie]

Apparently there is a problem with these machines. This has been known to work:
Format HDD - Mail TX Data section - SP5-832-08

[Koosie]

Just stumbled on to this as well, hope it helps

In some cases, Scan to Folder or Scan to Email might not work across network segments.
This could be caused by a number of things. This FAQ explains one of the possible causes.

* MTU problem:
If the following conditions are met, then it is likely an MTU problem:

1) VPN or ADSL is used to connect to the segment.
2) Can ping the target host in LAN2 from LAN1 (below diagram) using:
ping computer_name or IP_address

But cannot ping the target host in LAN2 from LAN1 (below diagram) using:
ping computer_name or IP_address -f -l 1472
Note: 1472 + 28 bytes of packet headers = 1500 bytes. This is the same size as the MTU of the MFP.

* The MTU (Maximum Transmission Unit) means the largest packet size that can be accepted by an interface. When 2 devices handshake, the MTUs of the 2 devices are compared and the lower MTU is adopted as the actual max packet size that is used for communication.


[Problem mechanism]
The problem occurs if the MTU of the WAN segment is smaller than that of the network segment containing the target host that is receiving the scanned data.
This is more likely to happen if transmitting data over a WAN because when data is packaged for ADSL or VPN, extra headers are added and the packet size increases.

In the below diagram, for example, the PC asks the MFP not to send a packet whose size is over 1500 bytes.
The MTU size of our products is also 1500 bytes (unchangeable) and the MFP does not know that the MTU size of the WAN segment is 1480 bytes.
So, the MFP will send 1500 byte packets. In this case, "Intermediary device 1" will fragment and reassemble the packets into 1480 byte packets so that they can pass through the WAN segment.

However, these fragmented packets will be discarded if packet filtering of fragmented packets, is used. (This is sometimes done for security reasons.)
Packet filtering might be performed by an intermediary device between the MFP and the PC or by a firewall on the PC.




A computer in LAN1 will not be affected by this problem if it has a function called "Path MTU discovery" . Windows has this function. However, our MFPs do not have this function.


[Workaround/Solution]

Change the MTU value of the target host that is receiving the scanned data to be the same or smaller than that of the WAN segment.
This method prevents MFPs from sending a packet whose size exceeds the MTU of a WAN segment.
You can change the MTU value of a Windows computer by editing the registry. You can determine the MTU size of a WAN segment using the ping command.

Please refer to the following links for more information about this solution and also contact Microsoft as there might be side effects if the MTU is changed.

How to Troubleshoot Black Hole Router Issues
Note: The problem explained in this FAQ is not the "Black hole router issue" shown in this link. The black hole router issue does not apply to our devices as they do not have the Path MTU discovery function.
However, the "Locating a Black Hole Router" section shows how to determine the MTU size of a WAN segment and "Method 3" of the "Fixing or Working Around a Black Hole Router" section explains how to change the MTU value of a Windows PC.

TCP/IP and NetBT configuration parameters for Windows 2000 or Windows NT


Note: The description given in this FAQ is a simplified version of what actually happens. In fact, a target host does not send the MTU to a MFP. It sends something called the MSS that is similar to the MTU and can be used to derive the MTU.

[Cosmos-Controller]

Perseus drives me nuts

@KopyKat: thanks... already tried DNS... I was told that DNS is a mistery feature on this box as well... it's there, but better not use it....
Even more trouble with DNS here...safest way is over IP...

@category five: your summary is correct. My firewall is already down, this box demands a powercycle after an IP change... it doesn't demand one after an SMTP IP change, but I reboot every time anyway.
The other two firmwares are up to date, I'll try your advice and run them over once. I'll also try clearing the arp cache (didn't think of that yet )

@koosie: this box does to my knowledge not have a HDD or the usual SP modes. The feel of it is not really "like home"... maybe TCP/IP is not correctly implemented here...cheap design for homeoffice use only ?
The MTU issue is worth considering... yet I tried ping from Box to Gateway, from Box to SMTP, from SMTP to BOX and it works all the way.
The Customer Network does not incluse a WAN, it's all just in one building.
I mean the Box, the Gateway and the SMTP are in one (big) building.
The Customer might use a WAN to other branches, but the components involved in this scenario are all "on the spot".
And MTU would drop out when I use a direct crossover link to my pc ?

[Koosie]

The only other thing I can think off is memory all clear. This is a crappy machine range that will probably give us some headaches over the next few years. good luck.

[category_five]

The only other thing I can think off is memory all clear. This is a crappy machine range that will probably give us some headaches over the next few years. good luck

Don't just write it off as a junk model. When you see weird problems like this by all means ask other techs. When that fails call the connectivity support hotline if you have a Ricoh ID, go through the hoops they'll ask you to jump through and get it escalated to an engineer so they can issue a firmware that addresses the problem. It's what the hotline is there for!

If you don't know the connectivity support telephone number, call customer service, advise them you're a tech and request to be transferred.

[Cosmos-Controller]

A PMT is on the way already.
Response after 3 weeks is that I'm right with that error... they can reproduce it like I said.

still waiting for a solution...maybe next year ?
The successor-model is launched too...

[category_five]

A PMT is on the way already.
Response after 3 weeks is that I'm right with that error... they can reproduce it like I said.

still waiting for a solution...maybe next year ?
The successor-model is launched too...

That's great that they can duplicate the problem. But what's a PMT?