Image sending issue with MX2700N. Machine no longer sends out images.

[Guest]

Hello!

We had a really odd problem that began yesterday. Our Sharp MX2700N that we've used for years suddenly stopped sending out images via the "Send Images" function.

We put the document in, select an email address, and hit send. We receive no error codes or messages, the document just never makes it to the destination.

We've tried multiple email addresses, checked spam folders, everything I can think to do.

All pcs in the office print to the printer via a ip connection through the ethernet (cat5) connection. We can print and email just fine, no issues there, so the data is making it to the printer. But for whatever reason, it's not leaving the machine.

One thing I've been trying to figure out, is if the "Line" and "Data" lights are generally lit all of the time. They're currently out, but flash green when you send an image.

No one has touched or changed anything on the machine, no computer or firewall settings have changed. I've switch out the cat-5 cables, I've installed a new data jack in the wall (last ditch efforts) and I'm stumped. I can access the admin panel, and the ip address hasn't changed.

Any help would be greatly appreciated!

[mojorolla]

Re: Image sending issue with MX2700N. Machine no longer sends out images.

Check your SMTP settings under the services tab in network settings. If you are by chance using gmail, check your spam/junk inbox. When it gets full, it will knock out scan to email.

[johnclowdus]

Re: Image sending issue with MX2700N. Machine no longer sends out images.

Thanks!

I checked the network setting menu, and I'm not seeing anything listed "SMPT."

I have an IP setting page, a ping page, and another page I can't remember off hand, but it has to do with resetting the factory network settings. Am I looking in the wrong place?

Also, checking the gmail spam folders was the first thing we did, no luck there. I've been using the same email address with this machine for almost 5 years, so it's just wierd.

[DavePo]

Re: Image sending issue with MX2700N. Machine no longer sends out images.

Look at the web page of the imager. Input the IP address in the address line and log in as admin. Then look under the network setup SMTP or servies section. Most likely the SMTP server address needs to be updated.

[johnclowdus]

Re: Image sending issue with MX2700N. Machine no longer sends out images.

Alright. Logged into the admin panel through the ip. Tested the connection and hit the update button.

Received a message on the machine's panel about the information being reset. Powered off the machine. Still no dice.

SMTP Settings haven't changed, as far as I know, from last week. Where would I go about finding if these have been altered?

Thank you guys so much for all of your help!

[DavePo]

Re: Image sending issue with MX2700N. Machine no longer sends out images.


"Also, checking the gmail spam folders was the first thing we did, no luck there. I've been using the same email address with this machine for almost 5 years, so it's just wierd"

This is the steps to setup Gmail

Set up a new Gmail account for the MFP. The new email address and the password will be usedfor SMTP authentication.
2. Open the MFP webpage and go to Network Settings then Services Settings.
3. Enter the DNS Settings. This information should be provided by the customer or their ITdepartment.
4. Click the SMTP tab and enter the following SMTP settings (see page 2 for picture):
a. Primary Server name is smtp.gmail.com and the Port Number should be 587.
b. Enter the new Gmail address as the Reply Address.
c. Check the box to enable SSL.
d. Check the box for SMTP Authentication.
e. Type in the new Gmail address in the User Name field.
f. Check the Change Password box and type in the password for the new Gmail account.
5. Scroll to the bottom of the page and click Execute to perform the Connection Test.
6. Click the Submit button if the test is successful.
7. Send a scan to email from the MFP to the new Gmail account
I would double check the email account info from the providor to see if they have changed the port or have now required ssl ect.

[johnclowdus]

Re: Image sending issue with MX2700N. Machine no longer sends out images.

Sorry I wasn't clear. I've been receiving emails from this machine using my gmail account for years.

The actual email address tied to the imagesend function of the printer is tied to my boss' email address. Those settings have never been messed with.

However, could a change to the dns settings be a problem? I don't imagine they've changed, or how the updating of those are handled, but I'd have no way of getting new ones, since the ones in the machine are still tied to the old company we no longer work for (very complicated situation).

I made a new gmail account just for the machine to see if that would fix something, but I made it as far as "ssl." I don't see "enable ssl" anywhere on the control panel. Everything else from your instructions is there, just no option for ssl. I tried to skip that portion, and just do everything else, but the connection failed.

If I do need to update the dns settings, who would I contact for that info? Would I contact our old company, or would I contact the place the machine is leased from?

[DavePo]

Re: Image sending issue with MX2700N. Machine no longer sends out images.

Unfortunetly SSl must not be supported on that model. Try using the info on this link.
Sending mail from a printer, scanner, or third-party application - Google Apps Help It gives info on setting up non ssl devices and ports to use.

[mojorolla]

Re: Image sending issue with MX2700N. Machine no longer sends out images.

Do a search for GMX email. It is a free account and can be used when SSL or TLS are not supported. As for DNS, use Google Public DNS:
8.8.8.8 - primary
8.8.4.4 - secondary

[Dexter123]

Re: Image sending issue with MX2700N. Machine no longer sends out images.

Hi

One other thing you can check is if the date and time is set correctly on the copier.

I have had a copier that date was 2005 and then sends email with that date and when it arrives at computer inbox it files it in that date position.

I do not think it has to do with the network settings as it would show error code.

Good luck

[Akitu]

Re: Image sending issue with MX2700N. Machine no longer sends out images.

Unfortunetly SSl must not be supported on that model. Try using the info on this link.
Sending mail from a printer, scanner, or third-party application - Google Apps Help It gives info on setting up non ssl devices and ports to use.

SSL is supported on the 2700 with firmware update F00. I currently have some custom firmware from Sharp for the 3501/4501 for SSL support too, as their latest official release E00 does not have SSL support and we had some customers who were in need of it due to a local ISP's change in their public mail server access.

[Ceechtay]

Re: Image sending issue with MX2700N. Machine no longer sends out images.

Some ISPs block port 25 and you need to call them to open it up. It may be possible that this company's ISP changed its policies to this and would need a call (and this assumes that the current set-up uses port 25, which is probably true if the MFP doesn't support SSL).

However, it is more likely that something has changed with the SMTP settings itself; either the server has changed, the port is different, maybe requires SSL now, etc. If you try the SMTP settings on a laptop, do they work at the customers location? Or do they work at your company's location? This is one way to try and see if the ISP connection is the problem and to verify that the settings are correct. [To do this, just download a free email program like Thunderbird and set up an email account using the SMTP settings in the copier. Then try to send and receive emails.]

You could also set up an SMTP relay at the customer's site to forward emails to SSL-required servers. I use hMailServer for this purpose with older, non-SSL-capable MFPs. The only caveat is that the computer that is hosting the relay MUST be on when attempting to scan to email.

Just a couple other thoughts. Good luck!

[nmfaxman]

Re: Image sending issue with MX2700N. Machine no longer sends out images.

I had a customer last week that was using gmail and her email was full.
She cleared some and it started working.

Kinda dumb on her part because everytime she went to gmail it would flash mailbox full in red print.

As always....................