Can see network folders via VNC Viewer but Client can't on actual Printer

[Guest]

Hi all,
Hope this is in correct section as its my first post!
I've got a client who reported a network folder issue in which they can't see the folders on the printer which is odd.
I remoted on via VNC Viewer and i've gone the same route as the client through network folder and address book and I can clearly see the folders?
What could be the issue not allowing the client to see these folders?

[mansart]

Re: Can see network folders via VNC Viewer but Client can't on actual Printer

SMB version....

what is the client OS?

What is the OS of the machine you are remoting into?

If you are referring to the NAS function of copier, it is possible for a Win10 machine to not be able to see the folders at the same time a Win 7 can see them.

SMB1 vs SMB2

What model machine?

[MattL]

Re: Can see network folders via VNC Viewer but Client can't on actual Printer

Just for clarification do you mean when they scan to the folder it doesn't work or when the press the icon on the screen and go to address book the address book entries are not there?

If its the latter sounds like they are either pressing the wrong icon for scanning or the wrong icon (network folder) isn't on the screen.

Which machine is it and has it got the latest firmware on as that could affect it scanning to network folders depending on SMB versions.