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beanthere22
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Scan to email quit working Versalink C405

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Product Name: VersaLink C405 Color Multifunction Printer
Operating System: Windows 10

One day I could scan to email - the next day I could not.

I am getting an error code 017-714

I have update all drivers and firmware, my SMTP settings have not changed (all my various iterations of email work fine), I have checked and the time on my printer matches the time on my computer exactly.

One day yes, next day no - with no changes to settings of any kind.

HELP!!

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andymbody
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Re: Scan to email quit working Versalink C405

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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 C405 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?

The code that you provided indicates that there is a SSL/TLS error (encyption). Which could indicate that the device is not setup to perfrom this step (a setting), or that something has changed on the smtp server (an update) that the C405 (current firmware or setting) is no longer compatible with.

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

Andy

 

 

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beanthere22
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Re: Scan to email quit working Versalink C405

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Password has not changed

SMTP server has not changed

I think I have tried all the various security settings in the C405, but I will check again

No changes in the network

I am the only person who chnages settings, and I did not

 

I can print with no issues

All other machine functions work

No changes in ISP

No change in email service

I use email via my web hosting server (server I use and maintain for hosting clients) and I use the SMTP server to manage a variety of web related email tasks. There have been no issues with my email or in any of the other systems using the SMTP server.

No power issues

Firmware is latest available from Xerox

Very familiar with SMTP

The problem I have now started BEFORE I made the software and firmware updates to the latest versions (part of troubleshooting the issue). Like I said, one day it was OK and the next day it was not.

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andymbody
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Re: Scan to email quit working Versalink C405

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Have you gone back over the thread that you initiated back in 2017 when Joe provided info that led to a solution?
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beanthere22
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Re: Scan to email quit working Versalink C405

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Yes. That's the first place I looked.

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andymbody
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Re: Scan to email quit working Versalink C405

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I would suggest setting the machine to use a common smtp server like Gmail to test whether it works with that. If it does, then that will point to a setting that is not allowing the machine to successfully use encryption with your current smtp.

We have no information about your smtp server or setup. Or the smtp settings you have setup at the machine. Which limits what we can assist with.

If you want to provide further details about your specific setup, we may be able to assist further.

Also, is the C405 in your office or do you manage it remotely?

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beanthere22
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Re: Scan to email quit working Versalink C405

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Thanks. Hadn't thought of doing that. Do you happen to have a sample or screenshot of those gmail settings?

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andymbody
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Re: Scan to email quit working Versalink C405

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I dont have screen shots. But you will need a legitimate Gmail account to do this. Set one up if you don't have one or know your Gmail password.

After you have an account, Gmail Setup is

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. You may also want to add .local to the hostname and domain name in DNS settings on the printer.

You may also want to consider getting an smtp server tester app. This will allow you to see the actual conversation that is taking place using the settings that you are currently using on the C405. You will put these settings into the app and watch each protocol step to identify why the conversation is failing. I have not tested it but found one on Google Play called SMTP tester. It only has 8 reviews so use at your own risk.

Update: Scratch that... I just tested the app... it does not report the status of each step of the comms. I have a Windows app that does.

Andy

beanthere22
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Re: Scan to email quit working Versalink C405

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That seems to have gotten it.

Switched to my gmail account and tuned on the less secure apps.

Working now.

Thanks for the help. Would not have thought of going that direction.

andymbody
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Re: Scan to email quit working Versalink C405

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Great! If you feel this was a solution, please indicate that on this thread.

Have a great weekend!
Andy
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