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raba
New Member
New Member

Email and Scan to email stopped working

Product Name: WorkCentre 3335/3345
Operating System: Windows 10
I have a WC3345. It was working fine for 3 years when it suddenly stopped sending scanned documents to an email. Getting error messages such as SMTP server settings incorrect or couldn't establish a connection to the server. Will not work even if the SMTP server setting is set to auto detect. I already upgraded the firmware to no avail.
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3 Replies
andymbody
Valued Contributor
Valued Contributor

Re: Email and Scan to email stopped working

 

First, keep in mind that it's extremely rare (nearly never) for this type of issue to be caused by a fault of the device itself (especially when email is the only thing that is affected).Your settings may not have changed but the most common reason for this issue would be that something outside of your xerox device has changed. The trick is to find out what.

Here are some general possiblities...

1. The most common would be a changed password for the email account that the machine is using to log into the remote smtp server. If this was changed (and authentication is enabled) then the machine is still trying to use the old password to log in, which no longer works.
2. The remote smtp server has changed something like which port to use, adding encryption or authentication requirements, etc. When this happens they do not notify anyone beforehand. Email just stops working.
3. The machine current software no longer supports the latest security emplemented on the smtp server (when the smtp server changes are made). You mentioned that you already updated the firmware.
4. Something on your network has changed - IP scheme, default gateway, DNS, changes made by network admins, etc.
5. Someone changed a setting within the machine that is not obvious.


Answers to these common questions will provide clues as to which troubleshooting path will most likely lead to the solution. By answering these questions, you are helping us to help you. Please reply with answers to these questions whether you feel they are relevant or not...

1. Can you print to the machine?
2. Do all other functions on the device work correctly (besides email)
3. Was there a know change made to your network? (could also be an unknown change if this is not a simple residential network).
4. Did you change ISP service or did your ISP make any changes to your network or service?
5. Did you change email service?
6. Who are you using for smtp (sending email) service?
7. What is the smtp server hostname that you are using? (ex. smtp.gmail.com)
8. Were any changes made to the machine settings that you know of prior to email failing?
9. Were there any recent power issues that may have affected power to the machine (this can sometimes corrupt settings in the machine, but it's rare)?
10. What is the current version of firmware on the device?
11. How familiar are you with networking and smtp settings?

Once you provide the answers to the questions above, we can assist with pointing you in the right direction to narrow the cause.

Andy

raba
New Member
New Member

Re: Email and Scan to email stopped working

Thanks for the reply Andy.
1. Can you print to the machine? Yes I can.
2. Do all other functions on the device work correctly (besides email)? Email and scan to email not working. I can scan using the Xerox Experience App.
3. Was there a know change made to your network? (could also be an unknown change if this is not a simple residential network). It is a business account but with only one computer and one printer.
4. Did you change ISP service or did your ISP make any changes to your network or service? None that I am aware of.
5. Did you change email service? Tell us webmail migrated to Gmail recently but it was still working fine until yesterday.
6. Who are you using for smtp (sending email) service? I use the auto detect option which didn't work. I used smtp.gmail.com for the Gmail email which did not work either. Changed the email address to a shaw email and used smtp.shaw.ca to no avail but I used the same email address and server settings to my HP 7730 and it worked. I used the auto detect option for the shaw email address with no success.
7. What is the smtp server hostname that you are using (ex. smtp.gmail.com)? I used smtp.gmail.com and used the one that was automatically generated by the CWIS interface.
8. Were any changes made to the machine settings that you know of prior to email failing? None. I was using it fine then when I was about to send the second set of documents it suddenly gave me the error message.
9. Were there any recent power issues that may have affected power to the machine (this can sometimes corrupt settings in the machine, but it's rare)? None that I know of.
10. What is the current version of firmware on the device? The latest one version 6 I think. The 2020 release.
11. How familiar are you with networking and smtp settings? I'm no IT. I just follow the step by step instructions from my web searches or video tutorials.
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andymbody
Valued Contributor
Valued Contributor

Re: Email and Scan to email stopped working


 

I dont have screenshots, but see if you can navigate thru the below steps to setup gmail on you xerox device.

Gmail Setup is as follows.

1. Server = smtp.gmail.com
2. Port = 587
3. Make sure encryption is turned on
4. Use STARTTLS (encryption)
5. Use SMTP AUTH (login credentials)
6. Use System (login credentials)
7. Login Username would be full Gmail email address.
8. There may be up to 4 places to enter the Gmail email address (on different screens). They all must match.
9. Login password would be your Gmail account password.
10. Disable certificate checking.
11. You will need to manually log into the Gmail account using a browser and allow "less secure apps". (Google this for details).

12. Ensure that your subnet mask, gateway, DNS settings are correct on the xerox device. They need to match the settings of your network.
13. You may also want to add .local to the hostname and domain name in DNS settings on the printer.

Let us know what the results of this are

Andy