Scan to Email - DNS won't connect MP C6004

[ABS tect]

I have a school and their IT guy is having issues with Scan to Email. They switched to fiber optics (or companies) and their DNS changed. He knows the DNS, and all the computers that use it work just fine, yet since the change, the copier can't connect to the DNS and the scan to email is dead in the water. I'm going back today to make sure firmware is up to date but wanted to see if anyone knew of anything else that might be the cause.

If firmware doesn't fix it, I have no clue where to go on this one. Thanks

[bsm2]

Re: Scan to Email - DNS won't connect MP C6004

I have a school and their IT guy is having issues with Scan to Email. They switched to fiber optics (or companies) and their DNS changed. He knows the DNS, and all the computers that use it work just fine, yet since the change, the copier can't connect to the DNS and the scan to email is dead in the water. I'm going back today to make sure firmware is up to date but wanted to see if anyone knew of anything else that might be the cause.

If firmware doesn't fix it, I have no clue where to go on this one. Thanks

Check the gateway if it changed your dead in the water.

Also check for a sonic wall etc ..

[mojorolla]

Re: Scan to Email - DNS won't connect MP C6004

I have a school and their IT guy is having issues with Scan to Email. They switched to fiber optics (or companies) and their DNS changed. He knows the DNS, and all the computers that use it work just fine, yet since the change, the copier can't connect to the DNS and the scan to email is dead in the water. I'm going back today to make sure firmware is up to date but wanted to see if anyone knew of anything else that might be the cause.

If firmware doesn't fix it, I have no clue where to go on this one. Thanks

Go to a workstation that is on the same network as the copier, enter Command Prompt and run "ipconfig /all". This will display gateway and DNS of the network. These setting MUST match what is programmed into the machine.

[slimslob]

Re: Scan to Email - DNS won't connect MP C6004

Check to see if the C6004 is set for manual entry of network settings. If it is then it will not automatically pickup new gateway and DNS settings. Also make sure they are using the ISP's SMTP server or a local email server.

[anothertech]

Re: Scan to Email - DNS won't connect MP C6004

Sometimes when all else fails, you can put the SMTP IP number in for SMTP server name.

[KeviM]

Re: Scan to Email - DNS won't connect MP C6004

I've had similar issues before.

The problem being that the modem/router that the ISP supplies is pre-configured with settings that block out certain devices which sometimes include the MFP.

But let's start with the basics
1) on a workstation
Run
Cmd
Ipconfig
Check those settings against those set in the machine. Remember IP of the MFP must be in range.
2) change the IP of the MFP to a number higher or lower. Test again.
3)Run a continuous ping. Then put in a new IP in the machine. Now the moment you save the ip on the machine pay attention to the workstation. If it pings for a moment then stops it means something is blocking out the MFP. Could be the modem/router. Could be the firewall
4) Carry your own wireless modem (something that will work off the cellular network) and test the MFP.
5) Check your DNS. I know some don't approve of these but you can try 8.8.8.8 and 1.1.1.1. Once those are set try to check the connection. If you can't connect then machine is being blocked out.
6) Try to connect to the SMTP server. I know some MFP's allow you to test this.
7) Try using the IP address of the SMTP server instead of the name. In order to get this ping the name (eg. Ping mail.smtp.com). This helps alot
8) Check with the client if you can reset the modem/router to factory defaults. Make sure you have the details to re-enter. This helped with a few of my clients
9) switch firewall off. Only for a few minutes and test to see if the MFP works.
10) try a completely different set of email details. Including smtp. Normally email addresses given out by cellular service providers will work anywhere.

Ok. I can go on but I'll stop here. Feel like I'm going on and on.

All the best friend

[HereWeGoAgain]

Re: Scan to Email - DNS won't connect MP C6004

you can set the dns temporarily on the machine to 8.8.8.8 and use the connection test button right on the settings screen, which will prove it's not the c6004.

[slimslob]

Re: Scan to Email - DNS won't connect MP C6004

I've had similar issues before.

The problem being that the modem/router that the ISP supplies is pre-configured with settings that block out certain devices which sometimes include the MFP.

That is why I said to make sure that they were using their ISP SMTP.

AT&T U-verse was notorious for that. They would not allow SMTP access to any server other than theirs by scanning devices. It was to the point where the DSL modem they were using, the Motorola NVG510, got the reputation that the NVG stood for Not Very Good.

[KeviM]

Re: Scan to Email - DNS won't connect MP C6004

That is why I said to make sure that they were using their ISP SMTP.

AT&T U-verse was notorious for that. They would not allow SMTP access to any server other than theirs by scanning devices. It was to the point where the DSL modem they were using, the Motorola NVG510, got the reputation that the NVG stood for Not Very Good.

Well said Slimslob and thank you for that.

I promise you that was 1 problem that wreaked my brains. Took a few days but I managed to get it right.

[ABS tect]

Re: Scan to Email - DNS won't connect MP C6004

I've had similar issues before.

The problem being that the modem/router that the ISP supplies is pre-configured with settings that block out certain devices which sometimes include the MFP.

But let's start with the basics
1) on a workstation
Run
Cmd
Ipconfig
Check those settings against those set in the machine. Remember IP of the MFP must be in range.
2) change the IP of the MFP to a number higher or lower. Test again.
3)Run a continuous ping. Then put in a new IP in the machine. Now the moment you save the ip on the machine pay attention to the workstation. If it pings for a moment then stops it means something is blocking out the MFP. Could be the modem/router. Could be the firewall
4) Carry your own wireless modem (something that will work off the cellular network) and test the MFP.
5) Check your DNS. I know some don't approve of these but you can try 8.8.8.8 and 1.1.1.1. Once those are set try to check the connection. If you can't connect then machine is being blocked out.
6) Try to connect to the SMTP server. I know some MFP's allow you to test this.
7) Try using the IP address of the SMTP server instead of the name. In order to get this ping the name (eg. Ping mail.smtp.com). This helps alot
8) Check with the client if you can reset the modem/router to factory defaults. Make sure you have the details to re-enter. This helped with a few of my clients
9) switch firewall off. Only for a few minutes and test to see if the MFP works.
10) try a completely different set of email details. Including smtp. Normally email addresses given out by cellular service providers will work anywhere.

Ok. I can go on but I'll stop here. Feel like I'm going on and on.

All the best friend

You guys are the bomb...thanks for all this advice and things to try. I will be going out today and will report back what I find. My feeling is that it is the firewall.

[ABS tect]

Re: Scan to Email - DNS won't connect MP C6004

It is fixed...turned out the fault lied with the ISP. There was an issue with having both a modem and a router and if I understood correctly I believe they assigned the MFP an IP address that either didn't receive internet or was blocked by the firewall (or both). The simple fix was to eliminate the router completely and just have the modem directly connected.

Sorry I'm a little fuzzy on the details as when I went out there to update the firmware and it had already been resolved but I was unaware, so I'm trying to communicate what was told to me was the fix. But hopefully this can still help someone else with a similar issue.

Cheers

[KeviM]

Re: Scan to Email - DNS won't connect MP C6004

It is fixed...turned out the fault lied with the ISP. There was an issue with having both a modem and a router and if I understood correctly I believe they assigned the MFP an IP address that either didn't receive internet or was blocked by the firewall (or both). The simple fix was to eliminate the router completely and just have the modem directly connected.

Sorry I'm a little fuzzy on the details as when I went out there to update the firmware and it had already been resolved but I was unaware, so I'm trying to communicate what was told to me was the fix. But hopefully this can still help someone else with a similar issue.

Cheers

Thanks for the update. Always helps to know what the solution to your problem was

[dalewb74]

Re: Scan to Email - DNS won't connect MP C6004

had a school IT guy swear to me that the issue couldn't be the server causing the problem. (being a school i am guessing they are using a server? ) simple thing i told him to try was to bypass the server. do the setup directly onto the pc. and try that. he told me on 3 different phone calls it couldn't be the server. ok that's fine, just try what i recommend to rule it out. this was just a install for a print driver. well 3 weeks later he calls back. not long before the issue came up, he had just installed a new server. the last time he could, he was like don't celebrate, but the issue was the server... i was thinking well sir i told you 3 times to try it without the server.
i would recommend to him that if the email server is on his server, try maybe the gmail server. try to bypass the server all together. i have had times when i have talked to a IT person before, and i know more about whats going on than they do. ummmm you should know this better than me. i had one recently who didn't even know how to install a HP plotter on her PC. this is the simple stuff, and you don't know how to do that? maybe you are in the wrong line of work...
i have had to coach IT along on a matter. then they have a moment when the light bulb goes on. lol