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.
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.
Comment