Scan to Email MXC311

[Dustin(WOP)]

hello fellow techs
I am having some trouble with an MXC311 with scan to email. The company's email is through a local company here is Nebraska. I have contacted them and asked for thier DNS and SMTP settings, they gave me the settings and I put them into the copier. However every time I test it I get "connection failed" message. I came back to the store and put the same settings in one of our display machines (MX3100N) and it went through no problem. So I called thier internet provider, a different company than the email, to ask if they were blocking port 25. They said no, very rudely might I add.

I have been troubleshooting this for 2 months now and still can not get a connection out of the SMTP. I have tried using gmail, our store email, and their email and nothing will go through. Has anyone ever had this happen before? Can anyone give me any assistance? Thanks in advance!!!

Of course I am stuck in the middle yet again. "The sales person said this was possible" (which it is)

The email provider and internet providers says "there in no problem on my end"

what is a guy supposed to do.....

[mojorolla]

Check this out:

TT-20115.pdf

[Akitu]

They're on their own network correct? I'm assuming they have an internal mail server, in all the cases I've dealt with internal mail servers, there's an exchange going on in the mailing process, which requires authentication. If this is the case, they need an email address set up specifically for the copier and it has to be authenticated in their SMTP settings, else it can't be processed in the mail server exchange.

After reading Mojo's pdf I noticed what I had just said was already mentioned in there, just in a nice point form.

[Dustin(WOP)]

Thanks for the replys!!
AKITA the mail server is out sourced, not on site, over 150 miles away.
mojorolla-I will try this thanks for the tip, I must have missed this tech tip. thanks again!!

[tmaged]

Dustin, why not try doing a packet capture with wireshark to see what's going on behind the scenes ? I generally check the settings of the email client at the customers to make sure there's nothing special. Also, double check your gateway. I've had a typo in one & it took forever for me to figure out.

[bilyahn]

Did you by chance change the domain name of the copier to match the domain it is in, instead of the default sharp_printer name? Have had to do this 1 time to get an email account to work properly on a network. Didn't see it mentioned in any of the above replies.

Good luck.

Bil