Hi there! I'm facing a frustrating issue with two Ricoh copiers in my company that just won't authenticate to our SMTP server for scan-to-email. We have about 30 copiers across four states, and I've successfully set up around 10 of them, but these two just won't cooperate. The models in question are a Ricoh MP402SPF in Florida and a Ricoh MP3055 in Nevada.
The error message I see in the system logs is: 'Cannot connect to SMTP Server.' We're using Mimecast for our primary email and SMTP2GO as a backup for testing. Both services seem to work fine with other copiers, so I'm not sure what's happening here.
I've done a bunch of troubleshooting: updated firmware, switched SMTP accounts between Mimecast and SMTP2GO, mirrored settings from a working copier, turned off old TLS versions, disabled POP, and even adjusted DNS settings. I've also double-checked usernames and passwords, tried connecting via IP addresses, and tested different ports like 587 and 2525.
Interestingly, I can successfully send emails from a random PC using PowerShell with both SMTP servers, so I'm thinking there might not be any network issues.
I've reached out to vendors for help, but Ricoh support hasn't been much help, and Mimecast and SMTP2GO support teams couldn't find a fix either. I'm really stuck at this point—any guidance or ideas would be much appreciated! Thanks!
3 Answers
Check if the device certificate has expired on the Web Image Monitor. I’ve had issues where this caused problems with SMTP connectivity before, so it’s worth looking into.
What are the PCAP and SMTP logs indicating? If you're still having issues after trying everything, consider raising a support ticket with your vendor. They might be able to provide more detailed insights.
It could be worthwhile to set up a local SMTP server for testing—this way, you can check the logs for any connection attempts from those copiers. It can help pinpoint where the problem is happening.
Absolutely, do a thorough check on the logs. If they come up empty, look for any debug settings to gather more extensive logs to analyze what’s happening.