[Error Code] Ricoh MPC2503 Scan to email problem

[Leebs14]

A customer has called us in as their machine has stopped scanning to email. It's been ok since install last year. Ice been onsite with their IT guy who says the settings on the machine are correct and we both can't see anything wrong but the machine fails every time with the message cannot connect to server contact your network administrator.

It prints fine and the DNS Servers are correct, smtp server etc but nothing works.

Should I update the copier firmware as a starter?

Any ideas??


Sent from my iPhone using Tapatalk

[LNorris]

Re: Ricoh MPC2503 Scan to email problem

can you test the smtp from the copier? if so, what are the results? if failed connection, i'd start there. are you using the ip address or the name of the server?

[Leebs14]

Re: Ricoh MPC2503 Scan to email problem

Using the smtp server name, tried IP address too but it fails every time. SMTP test from the copier fails also.

Their IT guy is adamant the settings are correct and he showed me he could use Telnet on a PC using the same settings on the copier and he got a response from the mail server


Sent from my iPhone using Tapatalk

[LNorris]

Re: Ricoh MPC2503 Scan to email problem

does the dns connection test work?

[Leebs14]

Re: Ricoh MPC2503 Scan to email problem

Yes dns connection is fine


Sent from my iPhone using Tapatalk

[LNorris]

Re: Ricoh MPC2503 Scan to email problem

does the mail server require authentication? ssl? which port are you using? do you have another smtp you can try it on?

[KenB]

Re: Ricoh MPC2503 Scan to email problem

If the SMTP is customer owned and using a user name that is valid on the network, try putting the domain name with a backslash in front of It.

I had it happen a few times where that did the trick

[Tonerbomb]

Re: Ricoh MPC2503 Scan to email problem

If the SMTP is customer owned and using a user name that is valid on the network, try putting the domain name with a backslash in front of It.

I had it happen a few times where that did the trick

had a couple times that required a FQDN.(Fully Qualified Domain Name), but if you can't pass smtp connection test by IP, can you ping the mail server from the ping command in user tools?? if not there is some problem with the machine settings or the network!! and we all know the IT guy is always right, RIGHT???

[slimslob]

Re: Ricoh MPC2503 Scan to email problem

It could be an incorrect gateway address. Check the Network Connection Details on one of the computers that can connect to the internet and compare the IPv4 Default Gateway and DNS Servers to what is on the MP C2503. If they are different, change the MP C2503. Another quick check from the MP C2503 is to try to ping the Google Public DNS (8.8.8.8). If you can not ping, then there is a problem with the Gateway or you're being blocked by the router.

What I normally set for DNS is as follows:

1. DNS1 should be the local domain DNS or, if not domain, a local server, the primary router or the ISP's primary DNS.
2. DNS2 can be primary router, ISP's primary DNS or ISP's secondary DNS, depending what is set as DNS1.
3. DNS3 I usually set to 8.8.8.8.

[Mark Bbb]

Re: Ricoh MPC2503 Scan to email problem

Have you put in the email address of the email administrator under section file transfer?

[Mark Bbb]

Re: Ricoh MPC2503 Scan to email problem

I mean the correct email address?

[Leebs14]

Re: Ricoh MPC2503 Scan to email problem

Update - went back today and ignored their IT guy and set it up using my own smtp settings courtesy of smtp2go and it worked first time. Copied back in the " correct" details provided by their IT guy and it stopped working.so I showed him it working with my details and not working with his details and I've left him with it.

I would have normally helped but he was on of those IT guys who know it all.


Sent from my iPhone using Tapatalk

[KenB]

Re: Ricoh MPC2503 Scan to email problem

One word of caution with SMTP2Go... AFAIK, it's only free for something like 25 messages a day, after that there is a charge.

Just a heads up, in case the genius leaves it configured that way, they get to number 26, then start calling you when it fails.

[slimslob]

Re: Ricoh MPC2503 Scan to email problem

One word of caution with SMTP2Go... AFAIK, it's only free for something like 25 messages a day, after that there is a charge.

Just a heads up, in case the genius leaves it configured that way, they get to number 26, then start calling you when it fails.

I think that is why he just set it up temporarily to test to see if it would work, then set it back to where it was.

[KenB]

Re: Ricoh MPC2503 Scan to email problem

I think that is why he just set it up temporarily to test to see if it would work, then set it back to where it was.

Just speaking from past experience.

I once set my personal GMX info for a customer to use until they got their email sorted out, which they promised to do in a few days.

The moron I worked with never returned any of my calls or emails. I ultimately (after about 2 months) changed my GMX password, which would prevent scanning from working. After that, it was his problem.

Never did hear back from him.

I think this was on an MP C2050. A one machine customer who thought they owned us. We all have 'em.