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WC7345 SMTP AUTH not working

My client has a WorkCentre 7345 (built-in controller) that has been working just fine for a number of years. Recently they have reported that the "Scan to email" feature has stopped working with a "job undelivered" error message. When I check the Error History in CentreWare I see a 016-764 Error Code.

 

I have logged into CentreWare on this device and drilled down into the settings for the SMTP protocol. There are not too many options here other than t FQDN for the mail server, the port, max message size, max number of pages per split send, and the options for SMTP AUTH.

 

I tried changing the port setting from 25 to one of the SSL/TLS ports that their mail server uses (465/587) and the option for login credentials switched to NONE. No matter what I do now the settting for Login Credentials will not stay set to SMTP AUTH. I even tried changing the port back to 25 but the setting for Login Credentials will not "stick".

 

Steps to reproduce:

 

1) Click box for SMTP AUTH

2) Click "Apply" buttom

3) Settings for Login Credentials change back to NONE

3) Centerware promts to reboot the device

4) Device reboots and the setting for Login Credentials is still set to NONE

 

I updated the firmware to 1.227.4 hoping that this would fix the problem but there was no change.

 

Any thoughts on how to resolve this issue?

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3 Replies
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Re: WC7345 SMTP AUTH not working

Screen Shot 2017-01-07 at 11.42.47 AM.png

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Valued Advisor
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Re: WC7345 SMTP AUTH not working

Don't use Chrome to change the setting, Chrome doesn't work well with Xerox devices and this exact scenario is typical.

Occasionally Firefox will do this, but it is quite rare.

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Joe Arseneau
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Re: WC7345 SMTP AUTH not working

I was able to get the setting to stick by logging in on the front panel of the device and selecting SMTP AUTH there. The setting appears to be sticking and scans sent via email are now getting delivered.

 

I was using Firefox on macOS 10.11 to access CenterWare. I never use Chrome. The next thing I was goign to try was using a Windows machine, but using the panel on the device seems to have worked.

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