I was wondering if anybody else has experienced a situation where a ColorQube 930x is unable to scan to e-mail using known good settings on a known good network point. The device fails to scan and returns a confirmation report with a status of FAILED. There is no error written to the machine or fault logs.
I have another machine on the same network (7232) using the same settings and this scans perfectly every time. I have tried :
Swap IP to address of working machine - No Change
Swap Network port to that of 7232 - No Change
Swap cable - No Change
Engineer has upgraded to latest SPAR release - No Change
All suggestions gratefully received
Thank you for using the Support Forum. Please take a look at the support page for your machine and search on email fail. Make sure you have tried all the solutions explained there. If these are not helpful for you, please consider contacting your support centre for further assistance.
Thanks for the reply. I have tried every solution in the knowledgebase. I was only trying the forums as a last attempt incase anybody else had seen the issue. I am a Xerox CCSS analyst with 8 years experience but sometimes it's the simplest issues that are the hardest to fix.
If anybody has any ideas please let me know.
p.s. I have escaleted via Welcome centre and been onsite with Engineer.
In regards to the latested firmware version.. as far as I know latest is 061.180.222.08700 and it does address a problem with email authentication.
Steps to pay attention to:
Than on the device CWIS configure SMTP protocol accordingly. You might have to give couple of tries on the username format. if username only, Domain\username or user@domain.
If all that does not work.. than a call to Xerox is the best. They will be able to test it for you, but make sure you describe your email server environment... this will save time.
Additionally if you want to understand more about the problem run a network trace on the server/printer IP to look at the failure point..
Thanks for this info, the user does not have exchange and is using an externally hosted mail server. This is the server that the 7232 is using. Do you know if the 9301 is able to support this configuration. I have checked the network infrastructure and there are noe firewalls or proxies in the outgoing path. I am able to establish a telnet session to the server from within the network.
externally hosted mail server does not tell us much about the technology in use. This is a service. But as far as I am aware CQ does work with exchange and with postfix mail servers technology.
Then I would focus on the authentication method and the credential syntax.
Are you able to run traces?
Have you made sure the TCP/IP configurations are correct? Do you see an error code reported in the Job Status?
RuiC and JRoth,
Thank you for your questions, I have tried every authentication and combination of username. I have even created an account on a server which was set to allow full open relay. This still failed, the device does not report any error except if error sheets are turned on a sheet with status FAILED is printed.
If you sure about the settings than obvious it could a device related issue. I am not sure a simple upgrade would do the trick. I would advise and AltBoot.
1- If you want and cause root analysis you will required traces from the network and logs from the device. This will allow telling you why its failing.
2- We can try a random fix and get the Alt-boot done. For such you will have to place a service call with Xerox so someone will perfom it.
Hopefully this would work.
Since your an analyst try setting up a SMTP server on your laptop/desktop and give that a shot. Use the built-in Windows SMTP server to see if you can transfer the mail using the machine. It could help with troubleshooting as I have done this mutiple times. You also may want to try a Software / Network reset in the machine under the device UI.