Scan to email "connection timeout"

[SmellsHot]

Scan to email not working. Get a "connection timeout" error, about 3 seconds after the original is scanned. Happens everytime. I tried setting up scan to yahoo. Same thing. The timeout is set to 60 secs, but errors after only 3.....Very weird. Scan to smb works fine. Can ping everything as well....
Anyone see anything like this?

[Mr Spock]

Re: Scan to email "connection timeout"

job list > job details > scan(or send) > job history > highlight failed job > details > post error message and/or code.

This could be about 100 different items from a misspelled email server to blocked firewall to improperly setup mail account.

[wseyller]

What model is this?

Sent from my DROID BIONIC using Tapatalk

[SmellsHot]

Re: Scan to email "connection timeout"

Mr Spock....that is the detailed error "connection timeout" I've tried a few email servers so it's nothing with those.....

It's on a biz 552

Forgot to mention they have another 552 and a biz 600 that work fine with scan to email. No settings are different between the two 552's........

[wseyller]

I wonder if firmware and soft switches between the two 552s are the same. Then I would set TCP/IP to dhcp and auto obtain network settings and try again with a different IP address. Make sure DNS is set correct. I always add googles DNS settings in addition to DNS servers on your lan if possible. After that I would backup address book and etc then factory reset the copier data.

Sent from my DROID BIONIC using Tapatalk

[RRodgers]

Re: Scan to email "connection timeout"

Both copiers on the same firmware? Also, for giggles try a new cable.

[SmellsHot]

Re: Scan to email "connection timeout"

I Reflashed machine with current firmware, used a different cable. This machine was working and all of a sudden stopped. I'm thinking something to do with HDD or memory.........

[pepper38_cnd]

Re: Scan to email "connection timeout"

Scan to email failing is rarely the fault of the machine. Do they host their own email server? If so have their IT checked the log files for the server? Do they use their ISP's email server? If so have they set up an individual account for this MFP, and entered the correct login? Have you done a Packet Capture to see the network flow when the machine request and email connection?

[SmellsHot]

Re: Scan to email "connection timeout"

I've tried a few different email servers and none work, so I really don't think it has anything to do with their email server........

[pepper38_cnd]

Re: Scan to email "connection timeout"

Obviously you believe you have a hardware issue. I still say the best way to trouble shoot Scan to email issues is to look at the network side. Do a packet capture, this will usually show you the problem. You say you have tried multiple email servers so it must be a hardware issue. As Mr Spock pointed out to begin with there are 100 things, if DNS is wrong, gateway is wrong, from address is misspelled, or firewall is blocking. You are not going to connect to any server on the other side of the router.

If you cannot do a packet capture start with the basics:
1. Can you Ping the email server from the machine?
2. Is there an Email Account set up specifically for that machine? If not set one up.
3. You say you have another of the same model on site, if you take the non working one off the network and change the ip address of the working machine to that of the non working machine can you still scan?
4. How are the Ip Addresses assigned on this network are they static outside the realm of the DHCP or are they DHCP assigned and reserved? Note if they are reserved the above step won't work!
5. If you are absolutely convinced that it is a hardware issue. Then back up everything in the machine and reset the NIC then reconfigure and test.

[habik]

Re: Scan to email "connection timeout"

Obviously you believe you have a hardware issue. I still say the best way to trouble shoot Scan to email issues is to look at the network side. Do a packet capture, this will usually show you the problem. You say you have tried multiple email servers so it must be a hardware issue. As Mr Spock pointed out to begin with there are 100 things, if DNS is wrong, gateway is wrong, from address is misspelled, or firewall is blocking. You are not going to connect to any server on the other side of the router.

If you cannot do a packet capture start with the basics:
1. Can you Ping the email server from the machine?
2. Is there an Email Account set up specifically for that machine? If not set one up.
3. You say you have another of the same model on site, if you take the non working one off the network and change the ip address of the working machine to that of the non working machine can you still scan?
4. How are the Ip Addresses assigned on this network are they static outside the realm of the DHCP or are they DHCP assigned and reserved? Note if they are reserved the above step won't work!
5. If you are absolutely convinced that it is a hardware issue. Then back up everything in the machine and reset the NIC then reconfigure and test.

I second the option 2. That is usually what was the cause of my connection time out.

[dallas]

Re: Scan to email "connection timeout"

A connection timeout can be happen, when the MTU size is smaller than the normal ethernet size, like a VPN connection.
The IP packet fragmentation is a fixed size on MFP.
You need a special FW to allow IP packet fragmentation. GCA-F9.

[SmellsHot]

Re: Scan to email "connection timeout"

I can ping everything all day everyday. It prints and scans to SMB just fine. I've pushed the machine down the hall to the where the working one sits and used it's network info.....Still doesn't work.
I'm leaning towards a memory issue. I disabled the HDD and the machine just sat there saying "transferring"...... After 15minutes I turned the machine off. I didn't think an HDD would be required for scan to email...but you never know. I updated firmware and formatted HDD....still no change.
I'm starting with the HDD and SSD first. I'll let you know how it goes.....
Thanks for all the info guys!

[pepper38_cnd]

Re: Scan to email "connection timeout"

"I can ping everthing all day " does that mean ? "Yes I can Ping the Email server from the machine it self" ( Admin mode -> Network -> Details ->Ping-> enter SMTP Server Name-> Response? ) You have been asked some speciffic questions and always give a non specific answear! Giving accurate answears can help others help you. If you simply keep telling us what you think it must be, then why ask? What happened when you gave the working machine the IP adress of the non working machine? What happened after you did a full Nic Initialization? Your HDD is used for all scanning including SMB and is not likely the source of an email only issue. The fact that it prints and scans SMB, is fine but those functions only use the local network. You did not answear the question. "Is the email server on the local network or not?" My thought is not! If not that is the difference and that is what you should be looking at! Why can the machine not access the email server outside the Local Network? Can the machine reach any server outside the local network? From the machine try PING www.yahoo.com . Can you reach that?

If you must fix your problem by changing somthing at the machine. If what I think is correct, your problem will be solved by changing the MFP Board ( Not that there is anything wrong with your MFP Board ). But then the network will accept it again.

[SmellsHot]

Re: Scan to email "connection timeout"

pepper 38....

Not trying to be vague. Thought I was answering everything that was asked.... I can literally ping anything from the machine. There email server, yahoo, yahoo's email server, DNS. Their email server is off site. And I get the Same result when machine's network settings were switched with other (working)machines settings. I don't think an HDD is necessary for scanning. The machine has a 2gb SSD and I know I've disabled HDD's in the past (for other reasons) and scanning still worked. I throw out what I think it is, because I'm hoping someone else might've seen this before......
We are all here to share data and info.....Anything to keep a leg up in the field......That and tech support doesn't have a solution for me either....LOL!