cancel
Showing results for 
Search instead for 
Did you mean: 
Highlighted
New Member
New Member

Workcentre 7845 cannot scan to email but web browser test passes

Product Name: WorkCentre 7830/7835/7845/7855

One morning our Workcentre 7845 scan to email stopped working, after working fine the night before.  The error message is:

Job Status FAILED. Device could not transfer messages to sending mail server  SMTP . See system Administrator.

You can print from workstations on the network just fine.

We use a relay server through our email Exchange server provider on port 25, no encryption.   Our provider does have to identify our public IP address we are sending from and we verified that was correct.

Through all the troubleshooting the Centreware web browser has ALWAYS PASSED and sent emails just fine but if you are standing at the copier the scan fails.

We have another Workcenter 5330 in the office and it sends just fine with the same settings.

Our reseller sent out a tech who spent 2 hours trying to change DNS, etc. and could not get it to work.   I am local IT support but called our IT Support 2nd tier desk who spent 7 hours on and off trying everything under the sun, including switching the relay server name to the IP addres and verifying that all network and SMTP settings were correct so nothing in the software configuration was an issue.

I went in yesterday and replaced the network cable and even changed the port it was plugged into all to no avail.

My reseller wants to charge $187 an hour now to send out a 7800 series product specialist to troubleshoot the problem.    With the pandemic money is very tight in our organization so I cannot pay that right now.

Has anyone ever experienced this and it was a hardware issue on the copier?


0 Kudos
4 Replies
Highlighted
Valued Advisor
Valued Advisor

Re: Workcentre 7845 cannot scan to email but web browser test passes

Hi,

Try to update to the latest firmware. Maybe will help.

 

Gabi

0 Kudos
Highlighted
New Member
New Member

Re: Workcentre 7845 cannot scan to email but web browser test passes

Sorry, I should have said the reseller tech said we were on the latest firmware and he also did a new image. Any other ideas?

0 Kudos
Highlighted
New Member
New Member

Re: Workcentre 7845 cannot scan to email but web browser test passes

Sorry, I should have said the reseller tech said we were on the latest firmware and he also did a new image. Any other ideas?

0 Kudos
Highlighted
Member
Member

Re: Workcentre 7845 cannot scan to email but web browser test passes

Hi, 

I configure these devices for years now and what i do to test the functionality at the device is setting up SMTP via Google (for testing purposes). So set it up with:

SMTP Server: aspmx.l.google.com 

Port: 25 

No authentication

You can send only to gmail users

That the way to validate the working of SMTP in General, if that works it has definitly something to do with the netwerk setup or SMTP server, which is a IT department thing. 

If this works you know for sure that you have to take another look in the configuration of the SMTP server and it has nothing to do with the Xerox FW. Which i doubt.

I can understand it is confusing that the web interface is sending them, but at the device not. In some cases that because the attachment is blocked, which is not there if you try so send a test email via web interface. 

What's also possible: You have to setup the device email adress at 2 places. if you go to Propterties -> Services -> Email -> Setup then you have 2 edit buttons, the above one is for SMTP. The second one is the from field. In some rare cases the from field is diffrent from the one you setup in SMTP. Please check this also. 

In case you use authentication software at the printers then please check also the option 'Always use default from field' which you can find also at the 'From field' settings as told above. This means that the logged in users credentials are used to send out the email. You have to set the option to 'Yes' so the device will use the email adress you setup in the SMTP/From field settings. 

0 Kudos