February, 20082-251WorkCentre 5225, 5230 016-781Status Indicator RapsLaunch Version016-781 Scan Server Connect Error RAPThis fault can occur in the following circumstances:.• The machine was unable to establish a connection to the Scan Server during the NetworkScanning file transfer operation.• The machine was either unable to establish a connection to the Email (SMTP) server orwas unable to authenticate (log in) to the Email server during the Scan to Email or Inter-net Fax file transfer operation.ProcedureThe customer can print to the machine through the Ethernet port on the machine.Y NConfirm that the Ethernet network drop cable is securely connected to the machine andthe wall port. The recessed green LED next to the Ethernet port on the machine should belit if the machine is connected to a live Ethernet drop. The green LED is lit.Y NConnect another Ethernet straight through cable between the machine and the wallport and have the customer confirm that the wall port is live.If the LED is still off, replace the Printer PWB in the machine.Verify that the machine has the correct TCP/IP settings with the customer. The cause ofthe printing problem is likely to be the cause for the Scanning failure as well.For Scan to Email or Internet Fax failures, perform the following:1. Print a Print Mode System Settings list report.2. Check the SMB section on page 5 of the report for the following:• The Host Name setting must have no spaces in the name and no periods (.), slashes(/ or \) or star symbols (*) in the name. If the Host Name has a space in it or has anyof these characters, have the customer change the Host Name to eliminate thesecharacters. If the problem continues, proceed to step 3.3. Have the customer confirm that the Email / Internet Fax Settings section on page 5 ofthe report contain the correct settings for their network:• The Send Email setting must be set to Enabled.• The Server Name / IP Address setting under the sub-header SMTP Server musteither be set with the IP address or Host Name of the customer’s SMTP E-mailserver.NOTE: If the Host Name of the SMTP Server is entered into the machine, then themachine must be configured with the customer’s DNS settings (listed on page 3 ofthe report).• The Machine’s E-mail Address setting must contain an email address with the cus-tomer’s domain name and the address must be entered in the proper syntax (i.e.:wc7132@company.com).• The E-mail Send Authentication setting will be set in one of the following ways:– Set to OFF if the customer’s SMTP E-mail server does not require the machineto authenticate or log in prior to sending the e-mail message.– Set to SMTP AUTH if the customer’s SMTP E-mail server requires that themachine authenticate or log in to the server using an SMTP log in name andpassword prior to sending the e-mail message.• If the E-mail Send Authentication setting is set to SMTP AUTH, then anadditional setting labeled SMTP AUTH Login Name will appear on page 5of the report along with the Log in name that the machine will use. Thecustomer must verify the Log in name listed on the report. A Passwordmay also have been entered into the machine, however, it will not be listedon the report.– Set to POP3 AUTH if the customer wants the machine to authenticate or log into their POP3 server using a POP3 log in name and password prior to sendingthe e-mail message.• If the E-mail Send Authentication setting is set to POP3 AUTH, thenhave the customer verify the Login Name that is listed under the headerPOP3 Server on page 5 on the report. A POP3 Password may also havebeen entered into the machine, however, it will not be listed on the report.The customer confirmed that the Email / Internet Fax settings are correct.Y NIf the customer is not available or has confirmed that the settings are not correct, thenthey must confirm that the settings are correct or they must enter the correct settings intothe machine before any further troubleshooting can be done.Escalate to your next level of support.
