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Scanning to e-mail issues

We have brand new 4250 machines that are not performing as expected.  When using the scan to e-mail feature it can take up to 4 hours to recieve the scanned document if the machine happens to be printing at the same time.  It will even roll over and die and re-boot itself at times.  We have narrowed the problem down to the xerox machine itself, it is not the network, it is not the e-mail server or the file server.  To help mitigate the time it takes to receive a scanned document, I have asked my users to not print at this machine and only use it for scanning.  This is a very expensive machine to only use as a scanner.

Can anyone suggest a solution?

Note:  we replaced our Lexmark 646E's with this new Xerox 4250.  The Lexmark delivered the scanned document in less than 1 second.

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6 Replies
Agency Analyst
Agency Analyst

Re: Scanning to e-mail issues

Here are some things that you might want to try...Before you do anything below, clone your 4250 settings and save the file somewhere on your computer's HD.

 

1) Try another available IP address on your network. I had the same issue on a WC 7535 and there was some conflict with the IP address being used.

2) Make sure your software is current

3) Try a Software reset...

 ...Tools > Device Settings > Tests & Resets > Software Reset

 

 

Scott A. Colebank
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New Member
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Re: Scanning to e-mail issues

Thanks for the suggestions,  We have 60 of these devices on our network and they are all experiencing the same problem.  I even had a senior tech from Xerox come out to witness the process.  His suggestion was to switch the scanning back to a tiff file instead of pdf to see if that might help speed up the process.  Switching to tiff actually made it worse.

It appears that these MFP's are not really "Multi-Function" in that they can ONLY do one function at a time.  If you try to do more than one it will be EXTREMELY slow or it will kill the printer and it will re-boot itself.

I would like to see a response from Xerox on this issue as we are talking about $1,000's of dollars in equipment that cannot be used as we expected.

We are even considering putting back the 6 year old Lexmarks as they were still working fine.

 

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Technical Escalation Support
Technical Escalation Support

Re: Scanning to e-mail issues

Thanks for posting. 

 

In general, email transmission times are largely dictated by the policies of the email server being used. After the printer passes the email on (which entirely occurs by the time "Completed" appears on the screen), then the body holding/sending the email will be the email server itself. Many email servers have security and anti-spam policies regarding email transmission that limits the sending of emails from autmated devices, such as printers. In some cases, an email that doesn't match a particular profile will be "scanned" for malicious content by the system, which otherwise would allow any other email to pass through. What you're experiencing is not uncommon for automated emails from devices such as printers. Keep in mind also that not only the SMTP server that you're sending the email through but any relay that then passes it on will also need to adhere to the policies with which it has been configured, possibility increasing any delays. That said, my immediate suggestion would be to test with another email server, and see if your time to receipt changes at all. If you have immediate access to the email server antispam policies (such as those that would exist on a MS Exchange server), then usually something called a "Whitelist" will exist, upon which you can add any devices you wish to always have approved email transmission. If you do have an MS Exchange server, you will want to contact your server administator before making any changes, but it would also be worth your time to discuss this issue with them. 

 

Regarding your other points about slowness or speed issues you may be experiencing, I actually recommend you call into support. There may be legitimate reasons why any one particular document you print comes out slowly, but in general, I wouldn't expect this device to operate specifically slow on the whole. They could also talk to you about the email issue as well, if you have further questions. 

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Agency Analyst
Agency Analyst

Re: Scanning to e-mail issues

Changing to another email server is a good suggestion. That's if it's possible in your case. Create a gmail or gmx account.

Scott A. Colebank
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New Member
New Member

Re: Scanning to e-mail issues

Thanks for your reply.  We have eliminated the e-mail server as the culprit as we have timed the receiving and the output of the e-mails that it receives and it is under 1 second response time.

The real issue it seems is with the Xerox MFP itself.  It take an inordinate amount of time to process the scanned document, the message on the lcd screen says "processing" for a least 10 seconds before it finishes 1 page and transmits it.  If we scan more than one page at a time, and we quite often have to, then this takes even longer.  This is where the real problems start to occur.  If one page is scanned, it takes less than a minute to show up in the users folder.  If multiple pages are scanned then it can take up to 4 hours to show up as the Printer is busy "processing".   We have even had the printer roll over and die on us and reboot.  This is very frustrating for the users as all of their work is now lost and they have to redo it again.  I checked the specs for this machine and it only has a 500 mhz processor and 256 mb of ram.  This seems grossly underpowered for the kind of taks that we are asking it to do. 

I had a serion Xerox tech come and take a look at what we are trying to do and his only suggestion was to change the scanned document type from PDF to a TIFF format.  This had no effect whatsoever and the finished file size was the same.

 

Does anyone have any other suggestions other than to get a bigger box?

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Account Deactivated

Re: Scanning to e-mail issues

Citytech,

 

Check your Software Revision and if it is not 15.005.08.000, the units will need to have that software version. I see this with the 4250 devices where they are coming from the factory with an earlier software and Scan to Email does not work. When I upgrade the device with the latest software, scanning takes about 30 seconds or less to complete.

 

Here is a link to the latest software revision:

http://www.support.xerox.com/support/workcentre-4250/file-download/enus.html?operatingSystem=winxp&f...

 

Let us know how this works and thanks for posting to get assistance!

 

Mike

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