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Pete-b2 New Member
New Member

ColorQube 9301 Scan to E-mail fails

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 

 

Pete

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10 Replies
Community Manager CherylO-Xerox
Community Manager

Re: ColorQube 9301 Scan to E-mail fails

Hi Pete-b2,

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,
CherylO-Xerox
Community Manager

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Pete-b2 New Member
New Member

Re: ColorQube 9301 Scan to E-mail fails

Cheryl,

 

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.

 

Pete

 

p.s. I have escaleted via Welcome centre and been onsite with Engineer.

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Technical Escalation User RuiC-Xerox
Technical Escalation User

Re: ColorQube 9301 Scan to E-mail fails

Hi Pete, 

 

assuming that:

  • you have SMTP setting correctly configured on the device. (If the 72xx works with same settings I would assume they are)
  • Valid email address in the CQ, which is registered on the AD and email server as a mailbox.

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:

  • Make sure you can authenticate on the email server with domain\username format and try both on the device smtp authentication field.
  • On exchange this should be setup when you create the user. User Logon name (pre-windows 2000).
  • If you are using exchange 2007/2010 you can also try to setup the receiving connectors to a specific scope with the printer on it. DESCRIPTION BELOW FOLLOWS EXCHANGE HUB CONNECTOR TAB STRUCTURE: (tick only the options below)
  • Network: force exchange to look at the IP for receiving emails from
  • Authentication: Basic Authenticatio; Exchange Server Authentication; Integrated Windows Authentication
  • Permission Groups: Exchange Users, Servers, Legacy Exchange Servers, Partners.

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.. 

 

Please select Accept as Solution if you feel this post has helped you.
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Pete-b2 New Member
New Member

Re: ColorQube 9301 Scan to E-mail fails

Hi RuiC,

 

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.

 

Pete

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Technical Escalation User RuiC-Xerox
Technical Escalation User

Re: ColorQube 9301 Scan to E-mail fails

Pete,

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?

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Agency Analyst JordanAXAUQE-AA
Agency Analyst

Re: ColorQube 9301 Scan to E-mail fails

Pete,

 

Have you made sure the TCP/IP configurations are correct? Do you see an error code reported in the Job Status?

Thank you,
Jordan R.
Systems Analyst / Consultant
Fiery Certified Professional

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Pete-b2 New Member
New Member

Re: ColorQube 9301 Scan to E-mail fails

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.

 

Pete

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Technical Escalation User RuiC-Xerox
Technical Escalation User

Re: ColorQube 9301 Scan to E-mail fails

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.

 

2 Opts.

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.

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Agency Analyst JordanAXAUQE-AA
Agency Analyst

Re: ColorQube 9301 Scan to E-mail fails

Pete,

 

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.

Thank you,
Jordan R.
Systems Analyst / Consultant
Fiery Certified Professional

If someone helped you make sure you give Kudos for their efforts! Don't forget to Select Accept as Solution if the reply resolved your issue as it will be able to help others!
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