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Kamill
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New Member

E-mail suddenly not working

Product Name: WorkCentre 3225
Operating System: Windows 10

Hello, 

We are suddenly having issues with our Xerox WorkCentre 3325. Normally we use the E-mail button to send scans to our emails, when performing normal functions (Email > enter From Address > Enter To Address > Enter Subject > Enter File Format) the display immediately flashes "Job Cancelled" and prints out an E-Mail Confirmation that says Job Status: Failed

I've tried running an SMTP Configuration Test and this also fails. 

I'm not sure why this is suddenly happening as of yesterday afternoon, when we had successful scans yesterday morning. Is there something I'm missing?

Surely I've missed giving you info that would help, please let me know what else you need to know and I'll be happy to dig that up for you!

Thanks for reading!

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7 Replies
andymbody
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Valued Contributor

Re: E-mail suddenly not working

 

Questions:

1. Has the password for your email account changed recently?

2. Have any of your network settings changed recently? Router? IP Scheme? DNS?

3. What service do you use for sending email?

4. What are your current SMTP settings?

5. Can you print to the machine?

6. Have you tried rebooting the machine?

Andy

 

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Kamill
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New Member

Re: E-mail suddenly not working

Hi Andy, thanks for your quick reply!

1. No change there

2. Our ISP recently came in to upgrade our internet service, but there was no change to the modem. From what I understand he just came in to make sure our hardware could handle the higher speeds and it was fine. I'm not sure if this changed our IP scheme or DNS

3. We have our own company webmail server that sends and reeives email

4. Our SMTP Server is set to smtp.telus.net and the Port Number is 25. There are no settings enabled under the sections for SMTP Login and POP3 Authentication. 

5. We can print no problem. 

6. Yes, definitely the first thing we tried!

 

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andymbody
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Re: E-mail suddenly not working

 

If we could take a look at the device config sheet (all pages), it may give us an idea of what the trouble may be. I'm not sure how well this site accepts attachments that retain quality (readable) tho.

Also post the settings you are using on your network. IP scheme, subnet mask, gateway and DNS. (if you are comfortable with that)

Who is your ISP? Did the issue start shortly after your ISP visited? Or do the two occurrences seem unrelated?

Andy

 

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Kamill
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New Member

Re: E-mail suddenly not working

Telus is our ISP, they were here two weeks ago and everything was fine for a while. Two days ago, when the scan to email failed on us, it was actually working just fine in the morning and then suddenly nothing. I don't think I mentioned this earlier, but when I run through the steps to scan the display briefly says "Scanning" and the machine actually starts making a noise like it's begun scanning, and then the display flashes "Job Cancelled" and quits.

I'm just a bit baffled at why this would suddenly stop working, none of our settings had changed. 

Could you tell me how to find the device config sheet?

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andymbody
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Re: E-mail suddenly not working

Nearly 100% of the time, this type of issue is the result of a change made outside of the device itself. Usually a password change on the email account, or DNS or other network change, or the smtp host has changed something on their end, etc. It is rarely caused by the device itself (especially when email is the only function that is not working).

It is unusual these days for an smtp server to allow non-encrypted and non-authenticated connection. Which is what you said your are using. Is it possible that your ISP smtp server is now requiring a secure and authenticated connection to send email?

Also you mentioned that you have your own webmail server for sending and receiving email... but you said your smtp (sending server) on the printer is set to your ISP. Should you be using your ISP smtp for sending or your own smtp? Could this be the cause of issue?

Also I've read that some Firewalls and ISPs can block port 25 (will not allow the traffic to pass if port 25 is found in the packets). I don't know how common it is for ISPs to block this traffic (usually done to help control spam), but a network admin can also implement port blocking that would result in a sudden change seen on your end (you didn't mention whether this is a business environment or personal residential). Both of these changes could cause you to see a change all of the sudden for no apparent reason.

These are just some of the possibilites for the issue you are seeing, depending on your environment.

I just tested the ISP smtp server that you mentioned. Encryption may or may not be required (hard to tell), but authentication looks like it may be required. Above you said that you are not currently using authentication.

So my recommendation at this point is to:
1. Make sure you are using the correct smtp server - the ISP smtp server OR your smtp server.
2. Make sure that the port, encryption, and authentication settings are correct based on the requirement of the server you choose to use.
3. Edit the smtp settings on the printer to match the chosen smtp and required settings.

Also... Other helpful things to check and adjust on the machine (good practice overall)
1. Make sure the date/time are correct on the machine
2. Make sure your machine has the latest available sw installed (which should support most recent security protocols and practices that servers and networks may implement without notifying you).
3. In SMTP settings (on machine webpage), if you see an option for certificate checking, DISABLE it
4. In DNS settings (on machine webpage), add .local to the hostname (<hostname>.local) and domain name (<domain>.local)

 

Try this link for video to print config sheet.
https://youtu.be/ixqdkGmpwXc

 

Andy

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Kamill
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Re: E-mail suddenly not working

Thanks Andy, that's what I suspected. We're gonig to reach out ot Telus and see if they have any suggestions.

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andymbody
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Re: E-mail suddenly not working

 

Telus smtp convo.jpg

Here is a screenshot of the convo with the telus smtp server.

No matter what I put as the username, it was rejected (as it should be). If this server is not requiring authentication, then it is at least making sure that it recognizes the sending email address. I tried many different users that would probably point to a legitimate account. And they were all rejected. This is good but does make me feel that you need to have at least authentication turned on in order to be successful (you currently do not).

This does not appear to be just a basic HELO server that is allowing just anything to access it. It has encryption and authentication capabilities (even tho they are supporting port 25), so you may want to adjust your settings on the machine accordingly and try again.

Try this... On the machine in SMTP settings...

1. Change the port to 587 (it works as well - port 25 is probably forwarded to 587 internally)

2. Set STARTTLS,

3. Set SMTP AUTH

4. Set System (for login credentials)

4. Enter your email address as the Login user

5. Enter your email password as Login password

 

Let us know whether this resolves the issue

Andy

 

 

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