MX5111/Network scanner tool problem.

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  • bdcrandall13
    Trusted Tech

    100+ Posts
    • Sep 2010
    • 235

    MX5111/Network scanner tool problem.

    I have a customer with 8-10 users that uses scanning very frequently on their MX5111. They typically scan to the "email" profile included with the network scanner tool. When scanning to that profile it sends the file to the computer via the NST and then opens a blank email message with the scanned image already attached. This has stopped working on most of their machines within the last few weeks, and one just stopped yesterday after it had been working since install (about 2 months.) They recently added 4 new PC's, (all Win7 64 bit) but it doesn't appear to be the problem. They installed it correctly from what I see.
    When selecting the profile at the MFP it will scan the image to the machine, the notification will pop up indicating there is an incoming scan, and nothing will happen. By default, the "email" profile does not save a copy of the scan to the hard drive of the PC.
    When I change the email profile settings to save the file in a particular folder it will do it without a problem but it still won't bring up a black email with the file attached. I have reinstalled sharpdesk on multiple machines, disabled firewall, checked files as described on TT-20358, reverted IE9 to IE8, changed default mail program from Windows live mail to outlook and back, (outlook did not have an account set up but from past experience it should still open a window, but i could be wrong.) I called sharp and they didn't offer much help. He indicated that NST uses the default mail app that IE uses to determine which program open when the profile is used.
    Out of a known 4machines not working when we arrived, 1 worked by the time we left. We're not sure what we did. It's still using windows live essentials and the default email profile used by NST.
    Another odd thing I noticed. In the SHARPDESK program, there is usually an EMAIL app button somewhere on either the bottom or right side of the screen where you can drag your document to that button and it will open a blank email box. The first 2 machines did not have the email button. The 3rd machine we looked at DID have the email button in SHARPDESK and it worked fine. The email profile would not work though. It would pop up a notification in the corner of the screen then nothing would happen.
    We did not get a chance to look at the 4th machine but we were told it was doing the same thing.
    If anyone has any ideas please feel free to let me know.
    Thanks.
  • Akitu
    Legendary Frost Spec Tech

    Site Contributor
    2,500+ Posts
    • Oct 2010
    • 2596

    #2
    Re: MX5111/Network scanner tool problem.

    I try to avoid Sharpdesk if at all possible, it's just a shell terminal and is usually the cause of more problems than it's intended to solve.

    Configure your DNS settings and appropriate SMTP (most mail servers now seem to be blocking access to port 25, use port 587 and enable SSL) and program the email addresses into the address book. Then the client only has to open up their email and they're free to forward it as they please.

    In relation to your issue however, do they have windows 7 firewall enabled? I've noticed 7 and Vista seem to dislike Sharpdesk.
    Cthulhu for president! Why settle for the lesser evil?

    Comment

    • bdcrandall13
      Trusted Tech

      100+ Posts
      • Sep 2010
      • 235

      #3
      Re: MX5111/Network scanner tool problem.

      Originally posted by Akitu
      I try to avoid Sharpdesk if at all possible, it's just a shell terminal and is usually the cause of more problems than it's intended to solve.

      Configure your DNS settings and appropriate SMTP (most mail servers now seem to be blocking access to port 25, use port 587 and enable SSL) and program the email addresses into the address book. Then the client only has to open up their email and they're free to forward it as they please.

      In relation to your issue however, do they have windows 7 firewall enabled? I've noticed 7 and Vista seem to dislike Sharpdesk.
      They have scan to email setup already. That is how I prefer it as well but doing it this way is a few less steps than scan to email. Windows firewall is disabled. They are using AVG antivirus free 2012. The version of AVG also has an antivirus module to it. I have enabled and disabled it with no effect.

      Comment

      • mojorolla
        The Wolf

        2,500+ Posts
        • Jan 2010
        • 2534

        #4
        Re: MX5111/Network scanner tool problem.

        I agree...Sharpdesk is a dog. Also, Windows Live Essentials is known to cause scanning issues. Sharpdesk 3.3 addressed this issue.
        On the 5111, go to SYSTEM SETTING>NETWORK SETTINGS>SERVICES>SMTP. Here you can enter the email server, reply and user name and password. Port 25 is rarely used these days. Gmail works well on this model using SSL and port 537.


        Failing to plan is planning to fail!!!

        Comment

        • Dustin(WOP)
          Trusted Tech

          100+ Posts
          • Apr 2009
          • 223

          #5
          Re: MX5111/Network scanner tool problem.

          Have you found a solution to your problem yet? I am now having, what sounds like, the exact same issue with windows 7 x64. Only the NST email function will not work. All other profiles work fine. Mine is on an MX2610N. Of the 100's of machines I have set up this is the first time I have ever ran into this and can not find any fixes. Thanks for any advise you can provide.

          Comment

          • colgrimes
            Technician

            50+ Posts
            • May 2012
            • 64

            #6
            Re: MX5111/Network scanner tool problem.

            Sharp was correct in telling you that Sharpdesk just uses the default mail client of IE. What they probably failed to mention is that the NST hasnt been updated since 2009 and rarely works well with newer computers.

            Maybe you should try pointing out to your customer all of the crappy parts of using the NST rather than scanning straight to email and forwarding.
            1. when it works it does not pull in a default signature from the mail client
            2. it creates a plain text email and any html or customs fonts dont appear
            3. it relies on a program that relies on constantly changing IP's(if DNS doesnt work)

            Since they have a pull out keyboard they should be all about scanning to email, they can enter subject/filename from the console, what more can you ask for?

            colgrimes
            The Printer Guy
            CopierCollin.com
            Hybrid Honest Sales/IT

            Comment

            • bdcrandall13
              Trusted Tech

              100+ Posts
              • Sep 2010
              • 235

              #7
              Re: MX5111/Network scanner tool problem.

              Originally posted by Dustin(WOP)
              Have you found a solution to your problem yet? I am now having, what sounds like, the exact same issue with windows 7 x64. Only the NST email function will not work. All other profiles work fine. Mine is on an MX2610N. Of the 100's of machines I have set up this is the first time I have ever ran into this and can not find any fixes. Thanks for any advise you can provide.
              We got all of the machines working yesterday. All of the computers that they were having problems with are newly installed, within the past month or so. All are Windows 7 64 bit. Some of the clients use Windows live mail and some use outlook. Both were having problems scanning to Sharpdesk Email. I have to be honest and say that I still don't know EXACTLY what the cause of the problem was, but we logged what we did so it coul dbe a combination of things. What we ended up doing to correct the problem was uninstalling and resinstalling sharpdesk, removing all current profiles and replacing them with new ones once the software was reinstalled. They used AVG Antivirus 2012 (which could be a big part of the problem) and we disabled ALL modules after reinstall of sharpdesk. We then went into IE options and went to the programs tab and clicked set programs. From there we went to default programs and set ALL defaults to whichever program they used, either outlook or live mail. We then went back to default programs and clicked set program access and computer defaults. It opens a new window. Click custom and scroll down to Use a default email program and click either Microsoft office outlook or live mail and click OK. We then tried to scan to Sharpdesk email and THERE IT WAS. This same process worked on all of their PCs. It even works once you enables AVG again. (I still think AVG is somehow the culprit, but have no proof and didnt want to take more time to prove it.) Good luck!

              Comment

              • colgrimes
                Technician

                50+ Posts
                • May 2012
                • 64

                #8
                Re: MX5111/Network scanner tool problem.

                Glad to hear you got it working. I was going to suggest creating new profiles from scratch since the process directory generated by the NST is what instructs the mail client to open.

                colgrimes
                The Printer Guy
                CopierCollin.com
                Hybrid Honest Sales/IT

                Comment

                • bdcrandall13
                  Trusted Tech

                  100+ Posts
                  • Sep 2010
                  • 235

                  #9
                  Re: MX5111/Network scanner tool problem.

                  Originally posted by colgrimes
                  Sharp was correct in telling you that Sharpdesk just uses the default mail client of IE. What they probably failed to mention is that the NST hasnt been updated since 2009 and rarely works well with newer computers.

                  Maybe you should try pointing out to your customer all of the crappy parts of using the NST rather than scanning straight to email and forwarding.
                  1. when it works it does not pull in a default signature from the mail client
                  2. it creates a plain text email and any html or customs fonts dont appear
                  3. it relies on a program that relies on constantly changing IP's(if DNS doesnt work)

                  Since they have a pull out keyboard they should be all about scanning to email, they can enter subject/filename from the console, what more can you ask for?

                  colgrimes
                  The Printer Guy
                  I like to at least attempt to discover what is causing the problem. If anything it gives me a reason to talk someone out of using the software in the future. If I could set up scan to email at every customer without question I would do it. Some really do like Sharpdesk though and don't you know that the customer is always right?

                  Comment

                  • Akitu
                    Legendary Frost Spec Tech

                    Site Contributor
                    2,500+ Posts
                    • Oct 2010
                    • 2596

                    #10
                    Re: MX5111/Network scanner tool problem.

                    Originally posted by bdcrandall13
                    I like to at least attempt to discover what is causing the problem. If anything it gives me a reason to talk someone out of using the software in the future. If I could set up scan to email at every customer without question I would do it. Some really do like Sharpdesk though and don't you know that the customer is always right?
                    They like Sharpdesk, so your job is to get them to stop liking it essentially. Every client I've dealt with who was using Sharpdesk has at one point or another proclaimed how much easier it was to just send it off to an email address after weening them off Sharpdesk.

                    They'll thank you if you can do it.
                    Cthulhu for president! Why settle for the lesser evil?

                    Comment

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