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TheJAC New Member
New Member

7545: Scan to email constantly getting stuck, requires restarting copier

This has been an ongoing issue for a long time and I was hoping the firmware update from November 2014 would fix this.  When can we expect an updated firmware that will resolve this?  It is very frustrating to need to constantly restart the copier (which takes over 5 minutes) almost once a day.  Five minutes isn't a long time unless you have people that are working on deadlines or needing to leave for meetings and have to leave empty handed.

 

This ongoing problem is definately making us look to replace it with a competitor that can take care of their customers.

 

Sorry for the rant, but this is a serious problem and it was a lot of money for a small business for something that doesn't work reliably.

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Analyst Nation Moderator Joe053204-hcl
Analyst Nation Moderator

Re: 7545: Scan to email constantly getting stuck, requires restarting copier

There are a multitude of reasons it could happen.

 

The most likely candidate is a spam filter server side. I will use Gmail as an example, but most are similar.

If you set up with Gmail, then send 3 or more emails in succession, it will usually reproduce your outcome if done in less than 5 minutes. This can be done from the webclient as well if you send like the machine does, which is to say:

 

Every email sent from a printer is essentially identical with exception to the attachment size.

 

The subject line, message body, attachment name, footer are all identical every single time. So if you send the identical message over and over in a short period, the Mail server will typically look into the sender and slow, or block communication from it. The printer does not understand the messages it is getting back from the mail server, and it is very hard to program it to do so as each one is slightly different.

 

So you reboot the printer and the jobs go through, but it is mostly the delay that fixed it, and the fact that it retries the same message upon boot. Typically you can just delete the processing job, wait 5 minutes and send the same scan again as well.

 

Many have luck by just changing the File name on every 3rd scan when doing large batches of jobs which is done on the Email > Email Options > File Name screen.

 

Of course this may not be your current scenario, but it is what is seen most often by myself as well as friends who deal with other manufacturers.

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Joe.
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Analyst Nation Moderator Joe053204-hcl
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Re: 7545: Scan to email constantly getting stuck, requires restarting copier

This is duplicated here

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Joe.
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TheJAC New Member
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Re: 7545: Scan to email constantly getting stuck, requires restarting copier

I appreciate the response, and I understand that can be a problem in some situations.  However, this has been a problem for us even when we are hosting our own email server and we are sending within the company without going through a spam filter.  There have been a lot of posts in these support forums and on the internet at large regarding this issue.  I know email is problematic, but there should be a notification from the copier that something is wrong or a retry button or something.

 

If we can send out many emails quickly from our email client applications, the copier should be able to do the same without falling over constantly, it's extremely frustrating. I help other offices with different brand copiers using the same mail service and they do not have this constant problem.

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