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gabeshelton

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CANNOT SCAN FILES TO EMAIL

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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Skol2u
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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?  
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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gabeshelton

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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).
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.
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.
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.
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.
Do you receive error when sending?   Might want to change default sender name if it is to long some email servers will reject it.  
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.
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.
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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CincyItSolutions
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This was the problem. Our systems administrators provided the port used, and scanner works fine. Thanks!
After receiving the error  " communication with the selected server is lost while sending image" Battled with this for several days. Sharp email scanner to Office 365 SOLVED had to change the REPLY email address to one that was currently being used. as we already had 5 users for our license and adding one for the scanner was not an option.  the return email from scanned@domain-name.com to my email address and the scan went through after receiving the error msg.

Also set the Primary server to smtp.office365.com and the DNS to your Router Lan ip in my case it was 192.168.1.1 my port number ended up being 587 and set the SMTP Authentication (click the box) with your user email address and password.

My first problem was the printer IP was out of the Router IP Range. Changed the Printer IP to with in the proper range from 192.168.10.1 to 192.168.1.10 yours may vary. LOOKED everwhere for a solution and finally through trail and MANY errors got the correct mix in place. Most instructions would only say set the DNS like I knew what that number was suppose to be?... Or set the Sever Name, again What The Heck was I to set it to? So Here I gave the info as I wished others had. Hope this helps and you're welcome.