MP C306 - Faxes not forwarding to email

[sandmanmac]

I found a few threads (including one of my own) that related to this topic, but none of them related to this specific behavior.

Faxes were forwarding fine until a week or so ago, and now all of a sudden they don't.
They only have 4 email addresses programmed, and scan to email works fine.
The faxes are pointed to the primary email address they use for scanning.
Faxes are received in the machine without issue, and it attempts forwarding 3 or 4 times before failing and then it prints out
Over the phone, I suggested they reboot machine, then try disabling/ re-enabling forwarding. No luck.
Today I went there and did a factory reset on the fax, and also ran the F/W update tool. Same problem.
I've not seen this behavior before. All I've ever done is setup scan to email, and then select an address to forward the faxes, and that was the case here for the longest time.

I spent WAY too much time on this one today, and had to walk away for my own sanity.
I plan to go back next week - hopefully with a few more ideas (That's where you all come in )

Any suggestions what might be causing this

Thanks!

[slimslob]

Re: MP C306 - Faxes not forwarding to email

I appear to not have documentation on the C306. I have it on the C305 and the C307/407. One thing I have encountered in the past is when someone has programmed one of the optional Fax functional buttons as a toggle for Fax forwarding. With some machines if you turn it off there, you can only turn it back on there. Another thing I have used in the past is to setup a fax forwarding group. Put 3 or 4 active email addresses in the group. No one has to check anything other than their own email. They can take turns s to who handles them each day. It get rid of the problem of a disgruntled employee deleting them as them come in,both from the inbox and trash.

[sandmanmac]

Re: MP C306 - Faxes not forwarding to email

I appear to not have documentation on the C306. I have it on the C305 and the C307/407. One thing I have encountered in the past is when someone has programmed one of the optional Fax functional buttons as a toggle for Fax forwarding. With some machines if you turn it off there, you can only turn it back on there. Another thing I have used in the past is to setup a fax forwarding group. Put 3 or 4 active email addresses in the group. No one has to check anything other than their own email. They can take turns s to who handles them each day. It get rid of the problem of a disgruntled employee deleting them as them come in, both from the inbox and trash.

Thanks Slim, but there's definitely no buttons programmed, and the Factory reset would have taken care of that, and it's just a small operation of 3-4 people and the faxes are forwarded to the main info@xxx.com account that they all use, although when I go back, I think I'll try selecting a different destination and see if it works. If so, then maybe try deleting the info@ entry and reprogramming it.
Maybe there's some sort of 'glitch' in the entry that the fax picks up when selecting it as the "receiver". I have no idea what or how that could be, but It seems to me that I've had it happen in the past with scan to folder destinations, and I just deleted and re-programmed (but it's also possible that I'm just dreaming stuff up at this point )

[he7060]

Re: MP C306 - Faxes not forwarding to email

Try to reset fax to "Factory Reset" in SC mode



Copier Buying Advice in Antioch, CA - Copier Liquidation Center

[sandmanmac]

Re: MP C306 - Faxes not forwarding to email

Try to reset fax to "Factory Reset" in SC mode



Copier Buying Advice in Antioch, CA - Copier Liquidation Center

I was really clear that I did that already

[Brianneoe]

Re: MP C306 - Faxes not forwarding to email

I don't know if this is your fix but its a quick and easy test. Fax User Parameter switch 21 bit 3 will change the attachment from a TIFF to a PDF. Default = 0 TIFF. Change to a 1
for PDF.

[bsm2]

Re: MP C306 - Faxes not forwarding to email

I believe the ricoh has two places to setup the smtp server information we never use the one in the fax setting.

I would double checking the email smtp settings

[copier tech]

Re: MP C306 - Faxes not forwarding to email

I found a few threads (including one of my own) that related to this topic, but none of them related to this specific behavior.

Faxes were forwarding fine until a week or so ago, and now all of a sudden they don't.
They only have 4 email addresses programmed, and scan to email works fine.
The faxes are pointed to the primary email address they use for scanning.
Faxes are received in the machine without issue, and it attempts forwarding 3 or 4 times before failing and then it prints out
Over the phone, I suggested they reboot machine, then try disabling/ re-enabling forwarding. No luck.
Today I went there and did a factory reset on the fax, and also ran the F/W update tool. Same problem.
I've not seen this behavior before. All I've ever done is setup scan to email, and then select an address to forward the faxes, and that was the case here for the longest time.

I spent WAY too much time on this one today, and had to walk away for my own sanity.
I plan to go back next week - hopefully with a few more ideas (That's where you all come in )

Any suggestions what might be causing this

Thanks!

I had this exact same issue a few years ago when the C306 was released, updating the firmware at the time resolved the issue.

First as a work around I set them up forwarding to a folder that worked fine.

[sandmanmac]

Re: MP C306 - Faxes not forwarding to email

Well.
Problem solved.
I'm not sure why I didn't try this last week, but sometimes that's how it goes....
I returned today and changed the forwarding destination to another email address and it worked. Set it back to the original, and it failed again.
So I deleted the original entry and re-entered it, and that resolved the issue.
So it seems that there was some sort of 'glitch' in the programming that needed resetting.
It is strange, though, that scanning directly to that email was ok, which is why it seems "I couldn't see the forest, for the trees" as the saying goes.

Thanks all for your advice!