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Scanning to email

Dear community,

 

We have a relatively small Real Estate office with a Xerox WC7845 Printer. Everything was working just fine up until we switched from Network Providers. To get the printer to print again after that was quite easy, but It won't scan to our email addresses anymore. It says: The job was deleted; destination server IP address not configured. 

I'm sure that the solution is simple, but none of us at the office are technical geniuses. Could someone please explain what we need to do? In layman terms :) 

 

Thanks in advance!

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Valued Advisor
Valued Advisor

Re: Scanning to email

There are a pile of assumptions I have to make here, so I will try my best.

 

Since you have a new ISP, you have a new router, due to the new router, I assume another IP scheme. So you had to change the IP address of the printer in order to be able to print again.

 

So you changed the IP address and print started working.

 

The reasons for scan failing could be multiple though. I am going to discount completely that the mail server the printer sends email through was provided by the ISP you no longer use, and will stick to the idea that it was Gmail/Office365 or some other that has no ties to the ISP.

 

So it would appear that you can reach the printer, but it can't reach out to anywhere. This would also mean you should have a fault at the printer about Unable to communicate with Xerox Smart eSolutions server.

 

That would be happening because your gateway is different (the address of your router) and possibly your DNS server has changed.

 

Having no idea what you use for PC's or Macs, I will assume Windows and keep everything generic to all versions.

 

Let's find the gateway and your DNS server address.

Click on the Start Menu and type cmd then the enter key (you don't have to click anything more than the start menu)

It will open the command prompt.

1.GIF

 In that window type ipconfig/all and then the enter key

You will need to scroll through and find 2 things, the Default Gateway and the DNS Server (In yellow, and yes I did have to obscure my addresses)

 

2.GIF

 

Now with those 2 pieces of information, you should be able to get the printer communicating again.

 

Open Internet Explorer and put the IP address of the printer in the address bar and hit the enter key to load CWIS (The IP is shown on the printer when you hit the Machine Status button, probably listed as IPv4)

 

3.GIF

 

Now select the Properties tab at the top (if prompted to login the credentials should be username = admin, password = 1111)

 

On the left, select Connectivity > Setup and select the Edit for the Wired Connection

 

4.GIF

 

Click Edit for the IP (Internet Protocol)

 

5.GIF

 

Then you would need to go into the sections for IPv4 settings as well as DNS

 

6.GIF

 

Make sure the Gateway address is correct and then go into the DNS settings and make sure the DNS Server addresses are right, if they look right, if you want to add more you can use Googles DNS servers, which are 8.8.8.8 and 8.8.4.4 , but they won't help with anything inside of your network, just with things on the internet.

Please be sure to select "Accept Solution" and or select the thumbs up icon to enter Kudos for posts that resolve your issues. Your feedback counts!

Joe Arseneau
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Re: Scanning to email

Hey Joe,

 

Thank you so much for your help. We are using Macs & gmail. 

It's not working yet though.

 

So the IP address of the printer is 192.168.0.19, which is close to the ones from our computers (read somewhere that that might be important). 

 

I checked the DNS & Default gateway of the router, they were already correct in the settings.

 

Subnet 255.255.255.0

 

Gateway: 192.168.0.1

 

I put the 3 DNS addresses in the (empty) spaces where it said (additional) DNS addresses (and put them in the right order).

68.105.28.11

68.105.29.11

68.105.28.12

 

Few questions about the options that I might have to turn on/off

 

Should I prefer ipv6 above ipv4?

IP-Address is now on STATIC, or should that be bootp or dhcp?

 

 

 

 

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Valued Advisor
Valued Advisor

Re: Scanning to email

Those DNS servers are all owned by COX, so if you switched from them they won't work, if you switched to them they will.

 

IPv4 is preferred over IPv6

Static is best.

 

As for gmail

 

smtp.gmail.com on port 587

Encryption should be STARTTLS, and NOT the STARTTLS (If available)

 

But none of that applies to your ISP. So the gmail issue would either have to be separate, or you are using a relay SMTP server hosted through the non-cox ISP.

Please be sure to select "Accept Solution" and or select the thumbs up icon to enter Kudos for posts that resolve your issues. Your feedback counts!

Joe Arseneau
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New Member

Re: Scanning to email

Hey Joe,

 

Unfortunately it still isn't working. I will attach some screenshots of the printers settings and our network settings. 

 

Screen Shot 2016-09-30 at 10.46.03 AM.png

Screen Shot 2016-09-30 at 10.48.09 AM.png

Screen Shot 2016-09-30 at 10.48.23 AM.png

 

Screen Shot 2016-09-30 at 10.50.21 AM.png

Screen Shot 2016-09-30 at 11.11.40 AM.pngScreen Shot 2016-09-30 at 11.15.01 AM.pngScreen Shot 2016-09-30 at 11.15.22 AM.png

Screen Shot 2016-09-30 at 11.18.57 AM.png

 

We really appreciate your time and effort to help us!

 

 

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Valued Advisor
Valued Advisor

Re: Scanning to email

Since I can't verify anything on your network I can't be of much assistance, try a Wireshark trace and see if you can figure out where the failure is. I'm guessing the Proxy, but it is just a guess.

Please be sure to select "Accept Solution" and or select the thumbs up icon to enter Kudos for posts that resolve your issues. Your feedback counts!

Joe Arseneau
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Re: Scanning to email

So far so old thread to reply yet I ran into the same issue, and we're running a little real estate company as well. We tried to resolve so by following the instructions from this thread by the book yet it led us almost to nothing, there were always other issues with unproper scaling of docs and so on. Now we have the things switched to online only, including the process of filling and signing

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Technical Escalation User
Technical Escalation User

Re: Scanning to email

 
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Valued Advisor
Valued Advisor

Re: Scanning to email

David, the Forum has issues when posting from Internet Explorer (Your post looks to be blank)

Try another browser.. In the mean-time, the following is your attempted post:

 

zain_swinton ,

If there are issues on the machine side (scaling), I recommend placing it up for service. 

If you have no IT, Xerox can provide an analyst to remote in and configure the mfp to work for your unique network environment at a cost. These are IT issues, not machine issues, and are the customer's responsibility.

Please be sure to select "Accept Solution" and or select the thumbs up icon to enter Kudos for posts that resolve your issues. Your feedback counts!

Joe Arseneau
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Re: Scanning to email

Tried all the steps above and nothing worked, all network items looked fine. Found a blog somewhere stating a Xerox tech at one point had a customer simply change the from email address and then retry to scan to email. Apparently the email sending will sometimes get stuck in some sort of relay with the from email address. 

Had the end user change the from email address to a completely different address and domain.

TEST scan to email was SUCCESSFUL.

 

No more "The job was deleted, destination server IP address not configured." error