af2045 won't find smtp address

[copierfixer]

Af2045 with print & scan devise was working fine. returned to the field one week later and haven't been able to find the smtp address. all scans fail. only two email addresses being used and are local on the network. No outside scanning going on (don't think you can outside of microsoft outlook anyway)
Older model so net smart monitor is harder to work to set up machine in the first place (I wish ricoh had an old flow chart for setting this model up)

info on network:

small home office network using 3 computers and 1 wireless laptop
computers have Trend Micro for security
Netgear wireless router plus a extra 4 port hub that has the printers installed on.
Dsl modem for Embarq (Sprint)
Ricoh af2045 (not a "e" version) and HP 3050 Printer

Now Nothing has changed on the network or nothing has changed from the provider.

HELP!!!!!!!!!

[iMind]

Af2045 with print & scan devise was working fine. returned to the field one week later and haven't been able to find the smtp address. all scans fail. only two email addresses being used and are local on the network. No outside scanning going on (don't think you can outside of microsoft outlook anyway)
Older model so net smart monitor is harder to work to set up machine in the first place (I wish ricoh had an old flow chart for setting this model up)

info on network:

small home office network using 3 computers and 1 wireless laptop
computers have Trend Micro for security
Netgear wireless router plus a extra 4 port hub that has the printers installed on.
Dsl modem for Embarq (Sprint)
Ricoh af2045 (not a "e" version) and HP 3050 Printer

Now Nothing has changed on the network or nothing has changed from the provider.

HELP!!!!!!!!!

[copierfixer]

I will check that out but at this point I do not believe so.

[Cipher]

Are they actually running their own mail server on site or using a external provider such as their ISPs mail server?

'Trend Micro for security'
Make sure traffic is permitted on ports 25(smtp), 53(dns) and 110(pop3).

[Ricoh-ono]

You said "Af2045 with print & scan devise was working fine. returned to the field one week later and haven't been able to find the smtp address". Was the machine pulled out of the field?

Is the DNS information correct?
Is the customer still able to send and receive emails from their computers?

I know these are a lot of questions, but more information is needed to help with your problem.

[rthonpm]

It's a long shot, but some times an SMTP server can have multiple IP addresses depending on traffic. If you have the SMTP server set by IP, try a 'ping -a' and see what you get as a fully qualified name and plug that and the customer's DNS server addresses in and see if that helps...

[unisys12]

I would also check to make sure that the administer (key operator) email info has not changed on the machine. If their e-mail requires authentication, make sure that this info is there/correct for the key operator e-mail address as well.

Depending on the work done to the machine, in the shop, this info could have possibly been cleared by accident! You know, another tech playing around with a machine in the show room, or the shop, and accidently deletes something without knowing it.

I gotta tell ya guys... Using packet captures to troubleshoot issues like this has really spoiled me! I read this thread this morning and it was not until now that I thought of the above.

[Scott_Lewis]

I gotta tell ya guys... Using packet captures to troubleshoot issues like this has really spoiled me! I read this thread this morning and it was not until now that I thought of the above.

I hear ya!!

I just did a bit of a training session for all the techs in the office following our fri morning staff meeting.

Our senior tech, great on the hardware not so much on networking, spent several hours messing around with trying to set up e-mail on a KonMin C253 in our office. He had to go out to run a few calls. I got on with ethereal for a half hour and figured out what was going wrong. Found two simple stupid little errors caused by misinformation from other sources. Everyone's happy, now.

[unisys12]

I got on with ethereal for a half hour and figured out what was going wrong. Found two simple stupid little errors caused by misinformation from other sources. Everyone's happy, now.

I feel better!

[copierfixer]

checked all ports for trends micro ports 24, 53, and 110 are all ok. provider still says no changes where made. have checked print scan dimm and is ok. This is starting to drive me nuts.

[WWMAINT]

Can you print to the copier.

[copierfixer]

yes I can print and ping just fine. this copier worked fine with scanning then a week later it stopped scanning and says can't find smtp site. ip address is locked down so it didn't swim off. But yes printing is no problem.

[Jomama46]

check DNS settings and/or change SMTP name to IP address.

[Fearless V K]

Some ISP's have recently been requiring you to validate email addresses with them in order for them to be allowed to work through their servers. Make sure this is not the case. I have seen this kill the email function even though it appears nothing has changed with the machine settings, the server just rejects communications from any address not registered with them. Also make sure you enter the IP address of the SMTP server and not the domain name.