workcentre M24 ERROR 016-767

[Joe Arseneau]

Sorry, I was not ignoring your posts, I was on vacation.

[Johnde · Accepted solution]

Seems nobody is replying this so I'll try to answer:

What I would recommend due my experience and the help given by Joe053204-xrx to ANYONE that have my ISSUE:

1- Check e-mail account (using a mail client like thunderbird). Try to send and receive emails.

2- Make sure your printer is compatible with your server authentication mode (if not, go to step 6)
3- If your mail server is external of your business place, make sure your ISP isn't blocking port 25 (its a common conduct due to spam)
4- Check the printer's email settings on its web page. Make sure the printer is able to resolve the name or reach the IP of the mail server
5- Try to sniff the traffic between your printer and your mail server: You'll need to install Wireshark and listen in promiscuous mode. To see the entire communication perfectly without missing any packet I would recommend connect a RJ45 HUB between PC and the printer, or using a network tap, or use cisco's SPAN port, or use the PC with wireshark as Printer's gateway by sharing internet connection (ICS). (If you don't know what I'm saying ask your system administrator). If you don't do any of those Wireshark is able to capture traffic (doing arp spoof and so on...) but depending on your network infrastructure you'll probably be missing packets.
6- If your printer is not compatible with your mail server's auth mode you have to install a RELAY to face the server and make the proper authentication for the printer.

[Johnde]

OK, I think I've found the problem

Even with "Pop before SMTP" auth option checked, the printer doesn't authenticate when sending email. Capturing with wireshark this is the conversation

Printer

My server

- POP3 

- USER impresora@xxxx.com

- OK Send your password

- PASS mypassinplaintext

- ACK

- QUIT

- HELO SMTP

- 250 Helo

- MAIL FROM: impresora@xxxx.com

- OK

- RCPT TO: paul@xxxx.com

- SMTP 530: SMTP authentication is required

- QUIT

No matter what I change on protocol settings the printer still tries to send without authentication

[Johnde]

Yes

After sending it, I receive it correctly on Thunderbird and after 2 minutes more the printer automatically printers it:

But the printer still gives a " the e-mail address was wrong 016-767"  error when sending a scan to anyone.... 

I've also tested to send a scan to itself (impresora@xxx.com).

[Joe Arseneau]

Can you login with thunderbird as the printers from address account and email itself?

You need to test that it can send.

[Johnde]

Thanks for your reply

"impresora@xxx.com" is not the recipient addres, is the printer's mail address (because in Spanish printer="impresora").

So if I want to send an Scan to my teammate Paul, the From address is impresora@xxxx.com and the recipient is paul@xxxxx.com

As you can see in this picture I've made:

So as far as I know, my from and rcpt address are the correctly ones.

About my mail provider, It allows smtp protocol and "mail.xxxx.com" point to smtp, imap and pop. Instead of having smtp.xxx.com and pop.xxx.com we have only one dns mail.xxxx.com and is the nat wich decides depending of the port.

The remarkable thing is if I send an email from any account TO the printer's mail address, It prints it! so that means the printer is correctly connected (at least) to the POP server.

[Joe Arseneau]

The from address is the one with an issue, not who you are attempting to send to.

Is you mail server actually SMTP, typically an IMAP server is "mail.domain" and SMTP is usually "SMTP.domain"

And this machine can't do IMAP.

If you do a wireshark trace you can see exactly what the printer is sending and what the mail server is responding with to take out any guess work though.

[Johnde]

"Could not send e-mail as the e-mail address was wrong"

I think everything is configured correctly: 

1- The email account I've created for the printer is active and able to send an receive emails. I've tested it on my thunderbird

2- I've configure the Machine Email Address on the web page

3- I've configured on "Protocol Settings -> e-mail" the proper details

4- I tried to send scans to accounts on the same domain and others like gmail or hotmail. Same result.

5- I've checked that printer's IP is able to send outgoing traffic to port 25 on firewall

This error....means the printer CAN connect to my smtp server perfectly, but the recipient mail is...wrong? how it knows it's wrong?

On a normal mail client If I send to a wrong or non-existent account, my client sends it anyways and after a while I receive a bouncing message.....