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CANNOT SCAN FILES TO EMAIL

Posted on 2011-05-20
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Last Modified: 2012-05-11
I have a Sharp MX-3500N MFP and trying to configure scanning to email. Network address, DNS, and email servers have been added, but MFP returns the following message."Communication with the selected server was lost while sending image. Consult your network administrator."

When I access the control panel in the web browser, all settings test fine. I suspect that there may be a default user name/password I need to include, but not sure. Any assistance is appreciated.
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Question by:gabeshelton
    13 Comments
     
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    Expert Comment

    by:Skol2u
    Hi there.

    Question - can you scan to a shared folder on your network?  Have you tested that yet?  

    What too are the settings for your network?  Is your email server internal or external?  Exchange?  POP3?  
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    Expert Comment

    by:ChiefIT
    Lots of things can cause your problems.

    Most likely, you will need to join the printer to the domain as if it were a computer. Otherwise, you will not have permissions to communicate with the mail transfer agent on the mail server and your scanned attachment will be dropped. Some means of authentication is used to prevent open relays.

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    Author Comment

    by:gabeshelton
    ChiefIT and Skol2u,

    Definately connected to network and domain. I have successfully tested for printing and it works fine. Scanning to folders is prohibited by company policy, so I scan to email only (via exchange server).

    I have also been able to pull up settings on web browser and set configurations there. This page also allows me to run a test on SMTP and TCP/IP settings, and both test successfully.

    My helpdesk tells me all I need is SMTP server name or IP and it should connect, but I suspect I may need to include authentication name and password to connect. Not sure what other settings would return the error I mentioned above. (When I send the scan it appears to be communicating at first, but then returns the connection lost message).
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    Expert Comment

    by:ChiefIT
    of course you need authentication to connect. Exchange uses AD as its LDAP to permit/deny who is allowed to communicate. When scanning in via email, it should allow you to login to the domain prior to selecting the TO and FROM addresses of the email.
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    Author Comment

    by:gabeshelton
    Apologies for the delay, it's been a very hectic week. Yes there is (what I believe to be) a default password populated, but the user ID is empty.

    We also use digital senders (HP 9250c) which obviously have different menus but do not require userid/password for SMTP connection. Trying to figure how to set up the MFP for office use without users having to learn/use an ID and password each time they scan documents.
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    Expert Comment

    by:CincyItSolutions
    On the Sharp devices, just because you connect to the mail server via the "execute test" in the web console does not mean much. As you can see it says the connection is fine but it does not send. Here are several things to check.

    1) Make sure you have the correct gateway in your network setup
    2) Check your dns settings
    3) Try changing the mail server from a name to an ip address (this eliminates dns as an issue)
    4) In the reply sender address, make sure your using a valid account, not a "dummy" or non existing account.
    5) In smtp authentication, under the reply address, add a valid username and password and make sure to tick the box "smtp authentication"

    As I do in many clients of mine, I create an account in Active Directory for scanning authentication. You can use this account as a general scanning account if you have multiple MFP's.
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    Expert Comment

    by:CincyItSolutions
    I just saw this post after re-reading your comments. "Trying to figure how to set up the MFP for office use without users having to learn/use an ID and password each time they scan documents."

    If you create an account in Active Directory you can use this account to put in the SMTP section (I am going off my head but I believe when you open up the web interface of the Sharp device, you log in as admin, then on the left hand side select network settings then services) just below the smtp server and reply address you will see smtp authentication. You need to check this box and then add the account credentials you just added in active directory. If you can not do this add your account and password here as well as your email to the reply email address and test this way.

    By doing this you are hard coding an account and every user will be able to scan without having to put a user/pass in each time, which by the way can not be done without the user accessing the web interface each time and changing the settings for them as I have just outlined.
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    Expert Comment

    by:jamyoung
    Do you receive error when sending?   Might want to change default sender name if it is to long some email servers will reject it.  
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    Author Comment

    by:gabeshelton
    CincyitSolutions,

    Thank you for the information. I don't have permission to add objects to AD, but I did attempt to use my own userid/password in the authentication field and received an authentication error (bad username/password).

    What is puzzling is our HP scanners (9250c) are setup without this authentication and work perfectly. Not sure why HP works but Sharp doesn't.
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    Expert Comment

    by:CincyItSolutions
    What port number is your mail server using? You may need to adjust this. Have you tried using the ip address of your mail server instead of a hostname? Do you have the domain set properly on the Sharp device? You can also try using your isp smtp server as well. I have had to do this many of times in order to get scan to email working.
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    Author Comment

    by:gabeshelton
    How do I identify the port used? Is this found on the configuration page (using web browser) or do I need to go into the printer window and open properties?

    I have tried both ip and  hostnames with no success

    domain is correct and our smtp server is not provided by ISP.
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    Accepted Solution

    by:
    If your using exchange server you will have to telnet to it. From a command prompt:

    telnet ip of mail server 25

    this will telnet to port 25, if it does not work you will have to get with your exchange admin to see what port it runs on.

    If all else fails, as I suggested before, try using your isp's smtp server info. You dont have to use their mail service in order to "piggy back" off of their mail server. There have been plenty of times where I have had issues with setting up scan to mail with a customers exchange box and I just use their ISP's smtp server and it works just as welll.

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    Author Closing Comment

    by:gabeshelton
    This was the problem. Our systems administrators provided the port used, and scanner works fine. Thanks!
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