C454e Scan to Email stopped working

[computerguy]

Hi,

I work as IT at a small company which uses a bizhub C454e as the in-office copier. Just yesterday the Scan to Email function has stopped sending emails to employee inboxes - the job list says that the scan to email job has completed successfully but no email from the device is coming through to anyone's inbox. Below is the Email RX and TX configuration:

Firmware version: A61F0Y0-F000-G20-K9

Original Email RX (POP) Settings for Service Copier Konica Minolta 454e.png

Original Email TX (SMTP) Settings for Service Copier Konica Minolta 454e.png

I have tried the following to attempt to fix this issue:

- Set a new self-signed certificate
- Verify machine date/time is correct
- Verify TLS1.2 is enabled
- Changing the POP and SMTP settings to use one of our office's Hosted Exchange emails instead of the AppRiver SMTP relay - when I tried this method the Scan to Email jobs would get stuck on "Sending" in the job list instead of being "Completed" with no email sent.

I've been researching troubleshooting steps and found this forum in the process so I figured I might as well post about the issue see if there are any other suggestions to figure it out. Thanks!

[femaster]

While I'm not a expert as far as email setup goes, I'm going to wager that the issue might stem from the fact that the machine is set up to not connect to the mail server through a secure connection (Use SSL/TLS is set to OFF) From what I gathered from the Appriver website, they partner with Microsoft 365 and quite highly tout their "Email Security", which lack of a secure connection back to the mail server is 100% the opposite of that. The fact that TLS1.2 is enabled isn't helpful, since the copier isn't making a secure connection to the mail server anyway.

My best advice would be to get with the people at Appriver and verify what the email server connection settings need to be. I can't see anybody allowing an insecure connection these days, especially when it appears that Appriver is really pushing all the security and protection benefits they provide.

[Primoz Primozic]

Upgrade machine firmware

[kingarthur]

if the device is saying "Job Complete" there's nothing wrong with the device, I'd get your IT to "track" the email once it's left the device, there's something blocking it on the network,

[Gift]

if the device is saying "Job Complete" there's nothing wrong with the device, I'd get your IT to "track" the email once it's left the device, there's something blocking it on the network,

Yes who knows what's wrong, perhaps the job jet's dumped on the provider end. I've seen issues like that when the used mail account has reached it's folder limits. I'd also als for the specific requirements for using SMTP:

[computerguy]

Was able to resolve the issue. Office manager still had the contact details of the print technician that serviced the machines here years ago and they had dealt with the same issue on the machine before, all they did was change the DNS between the three we have set up on our network. That didn't make it work for everyone however, but what pushed it over the line was another tip I saw while reading through the threads here, which was to change the subject line of the email on the copier. Clearly something funky is going on with the network routing, but for now it works again.

[ThisPete]

Sometimes a lack of text in the 'body' of the sending email can cause issues too.