Hello. My name isXXXXX will be your Primary Care Technician and I can assist you with your question.
This is most likely an issue of having the correct SMTP information in the device.
I completely agree.
Who do you use for email?
I use gmail, but I'm having to go through my ISP's email for this particular function on my printer.
And that is Knology
Ok. Did they provide you with SMTP information?
Michael, I just realize that my printer is not loading completely on the browser, so I might have very limited access to the tools we'll need for this.
I do have the SMTP info
I've got it on now
What is it loading/not loading?
Do you know where theemail setttings are in the configuration?
The admin page for the printer on its IP address was not loading
But you have it now?
for the printer, yes?
Do you know how to get to the email settings from there?
To be clear, you're talking about the printer's SMTP settings?
If not, I can tell you, I just have to look it up.
i have that up
Ok. What do you have for the sever name
Ok. that should be correct.
And do you see a place there where you can put authentication information?
yes -- smtp authentication
Ok... for authentication, you should have you knology.net email
those are correct
Ok... and what happens when you try to scan to email?
It says "Server Connection Error"
Ok... well, we know that your printer can communicate on the local network so far.
you have the correct SMTP settings.
So, on the printer, you mentioned DHCP settings.
right, my computers can print wirelessly to the printer through the network
Is it set to use DHCP right now?
i keep suspecting DNS settings, or DHCP settings
let me check
Sounds like you are on the right track.
right now, dhcp is set to disable
Ok. I would suggest enabling that.
That's how your computers are configured, correct?
That way it should get the DNS server from DHCP
And if you computers are accessing the internet, then we know that's all the same and should work.
i've just always manually had this printer set to .0.200 in the past
What you are saying actually makes sense.
And you can change it back.
Static IP is best for a printer because you really don't want it to change.
if the ISP is providing dynamic only, does a static IP still work for the printer on the network?
Yes... note that what they are talking about and what you are talking about are different.
They won't give you a static public IP address.
But anything that starts with 192 has nothing to do with them.
ok, good...that's what i thought too
You can set 192 addresses to whatever you want.
that guy at knology was full of it
They are called "non-routable" addrsses.
They are not valid on the internet.
They translate all that to a single IP address that they assign you.
Acually, I was just thinking.
If you set it to DHCP it will be a Pain in the rear-end for you
Because you won't know what IP address to go to to manage it.
i can get that on the printer
i think it tells me once it's been set
Oh... ok.. otherwise, we could go with the static address and just make sure it has the same DNS as your computer.
The DNS and the default gateway are important.
I can still leave it off...would you like me to leave it static?
Yes... let's do that.
i definitely prefer that
what DNS do you have in there.
let me start with IP.
i now have one i got off an open dns
subnet mask of
What kind of computer do you have, PC?
dns is 126.96.36.199
and secondary is 188.8.131.52
is that on the printer or pc?
no it's a mac
those are on the printer
i've added them to my dns list on my mac and my router
i can double check that though
Actually, if you were to leave your mac and router to DHCP, that should give you the correct DNS
DHCP on the internet/public side.
on the router.
And then DHCP on the mac
Then when you check the DNS of the MAC, you will know what the proper DNS is
can you tell me how to check that
right now i only see the dns that i put in myself
On the router?
no, on my mac's system preferences
oh, check the dns of the mac ON the router?
ok, yes, it's using that DNS i put in earlier
Hold on... I should ask... do you have an OpenDNS subscription?
if i need one to do this, im more than happy to do it
if it's not ridiculously expensive
I was just checking.
Used to be the case, but it looks like you can use those servers now without
But it wants to create an account.
Do you have an account there?
This is whacky... now it says I don't need one!
i now have an acct
if that's helpful
Is there a reason you are using OpenDNS?
rather than the Knology DNS?
bc the knology folks wouldnt/couldnt give it to me
OMG... who are these folks?
and one of them suggested trying the opendns servers
really? That's crazy they would suggest that.
my last ISP talked me all the way through this for hours
until they had elevated it to the head tech admin
What should happen is this... I will start from scratch.
im along for every step of it
When your router gets the public IP address from the internet, it will also get the DNS servers it is supposed to have.
You shouldn't have to do anything there.
should i do a dhcp renew?
Then, when your devices on your local network get DHCP from the router, they will have their DNS servers as well.
And their dns server will be 192.168.0.1 or whatever your router is.
that's the correct one
OR, the router will give them the DNS of the ISP... but either way, DHCP will take care of it.
hopefully that wasn't supposed to be my first action step, bc we are outside of my abilities right now
i usually don't know the correct terminology
That being said, if your computers can get onto the internet, then things are probably ok
and they can
Ok... so on the printer, make sure it has the same default gateway as the computer
should be the router ip
and the same dns
gateway and default gateway are the same thing?
i cant find my mac's gateway yet
am i able to paste screenshots in here?
It will be the router ip.
ok well the printer was wrong
so that might be a good first step for us
it was set to its own IP in the gateway
now i have a new error
That would prevent it for sure
"net communication error"
And the default gateway is the router IP?
And the DNS?
still set to those open dns servers
You might have to restart the printer.
ill do it again though
You can try changing the port to 587 and then 465 to see if either of those work.
Under the SMTP settings, what does it say for "authentication method"?
And your username is XXXXX XXXXX email address?
yes. and both of those ports said "connected to server" and then went to the "net communication error" message
before, with port 25, it didn't say "connected to server"
try port 25 without authentication
On the printer, for the DNS settings, is there anything under domain name?
just want to see if it connects.
no "connected to server"
port 25 and the other ports behave differently, fwiw
Port 25 is normally without authentication... but it's also blocked by most ISPs
Nor usually blocked to their own server.
dns method is set to manual
that seems wrong
manual is correct.
since your IP is static
oh yeah, we left it...
there is nothing under domain name
on the DNS servers
Are you able to access your knology email account normally?
Yes, I did sign on to check.
well, at least i feel better about having to sign up for help on this
Have you already tried using gmail?
the printer doesn't support SSL authentication, which I believe gmail uses.
Yes, tls or ssl
let me check something
Do you know if you have the most recent firmware updates on the printer?
i can chekc
i think i do
I have the link to them.
i have v. 1.26
That is the latest
Where is it showing you the error message? on the network screen or the SMTP screen?
just on the printer i think
Have you tried doing a scan to email?
I mean, since the settings were changed?
just tried again
How was it set up before you moved? with your old provider?
let me look at it to try and remember
ill never remember the numbers
i had some kind of ip address in the smtp field
that was the big difference
other than that
(which they didn't allow, but this ip address in the smtp field allowed it, i guess)
my email address from that isp
i want to say we had a dns typed in too
but that might be wrong
DNS is currently typed in, correct?
its all blank on that screen
what do you want in there?
its set to manual and is blank
That has to be the same as the DNS server you have elsewhere.
my router currently lists the openDNS servers
Yes... put that in there.
my mac has them too
The same settings have to be in the printer
everytime i change it and save, it goes blank
including when it asks me to reboot
is there a setting that would make it not hold a dns?
Only if it is set for auto
it's set to manual and has nothing
You have to enter the admin password XXXXX it to save
Did you do that?
same thing, it goes blank
as soon as i hit ok
if i click "auto" and then "manual" again, the numbers appear
and then i click ok
and they disappear when the page saves
What about if you refresh the page
or on the network status tab?
refreshing the page did nothing
if i type in the wrong password XXXXX making the changes, it lets me know
so i know the password XXXXX changing/saving is accurate
i dont know what you want me to do on network status tab
on the network status tab, does it show you the DNS?
thought i lost you for a minute
no it doesnt
hey it's holding the dns now
out of curiosity...do i HAVE to have something in the DNS?
that might be a totally dumb question
but as im trying different scenarios, im wondering if i should even bother trying that
if you think i need to get some info from my isp
i will try again
the tech dept may be closed now
but if we can figure out what i should ask them, or what that IP address in the SMTP field was from my last ISP, it may give me something to ask them for
and possibly resolve this issue
feel free to email me XXXXX@XXXXXX.XXX if you want to resume this issue with me.
im going to close this up now, bc i can't tell if you're still around anymore
i will be glad to reengage tomorrow, or even later tonight.
thanks for your help so far.
Ok. Let me know when you want to continue.
oh i guess it doesnt display my email, huh?
I think you get a transcript of the chat when you accept.
do you want to try and pick up later, or suggest something for me to discuss with my ISP?
You could ask your ISP to make sure port 25 is not blocked.
As for the disappearing DNS, that's a little strange.
what do you think about that IP address that my former ISP had me type in to the SMTP Server
And without that setting, it won't work.
oh the DNS doesnt disappear anymore
i mentioned that earlier
you must have missed it
yeah, that's in there
What did your ISP give you an address for?
my former ISP, to solve this issue before, gave me an IP address to put in that SMTP field
instead of smtp.epb.net
and that resolved it
i looked up knology's DNS server, or something.
i didnt know what it was, reall
and tried that in the smtp field
but no dice
That would work if DNS wasn't working
There are a lot of variable.s
sorry...i'm talking about my previous ISP, back when this thing used to work
I'm surprised your ISP can't give you a definate answer.
But that was with a different server.
The settings that SHOULD work with your current isp.
Full email address and password
username has to include @
have you tried without?
I'm going by the settings that they have published... not guarantee they are correct.
im restarting my printer
but, back to what i was saying
if i could figure out what it was that my FORMER isp was proving there
not the numbers themselves...
I told you.
but what that thing was
That means DNS wasn't working on the printer.
maybe i could ask knology for their equivalent
to get around that, the IP address.
I can give it to you.
I thought you said you tried that.
this is an IP address that will go in the smtp field?
email address WITHOUT @knology.net didnt work, btw
??? you mentioned this IP address earlier?
what should DNS be set to if i'm using that IP in the SMTP field?
DNS won't matter
I gave you the IP for the SMTP server
well this chat window keeps dropping important info
Weird... never happened to me before.
i tried that and it didn't work...
I only gave it to you because you asked for it.
i might drop out again for a sec
Either your ISP is blocking port 25 (which they don't indicate that they do), or there is something wrong with your new email account.
double and triple check the spelling of the server name.
And if you have your DNS settings in there, it should be ok.
That's how I would leave it if you end up calling the ISP... because you have it correct.
And the gateway is also set, correct?
one more thing we can check
i have worked IT before...i know how frustrating it is to not be able to tell if what they are saying is the truth
so, no problem on the triple-checks
You seem pretty savvy... it's not that I don't believe you, but we've changed up a ton of things.
I stopped not believing you about an hour ago
Open up the "Terminal" application found in the Utilities folder under Applications.
We are going to see if they are blocking port 25
Then type in the following:
telnet smtp.knology.net 25
just like that with a space before 25
Trying 184.108.40.206...Connected to smtp.knology.net.Escape character is '^]'.220 smtp.knology.net ESMTP
that means it is not blocked, i take it
try typing in helo whatever.net
yes.... or knology.net
we are going to try both.
knology.net and something other than knology.net
helo whatever.net250 smtp4.knology.nethello502 5.5.2 Error: command not recognizedgoogle.com502 5.5.2 Error: command not recognized
knology.net502 5.5.2 Error: command not recognized
Hold on a sec.
When you did the telnet and connected
then type in
It should say hello
you're pretending you are another email server.
We are using SMTP directly... this is the same thing your printer does... we're just doing this to see it's responses.
so you telnet and connect on port 25.
Then after you type helo knology.net
does it say hello?
It might say ehlo
Macintosh:~ dhthaggard$ telnet smtp.knology.net 25Trying 220.127.116.11...Connected to smtp.knology.net.Escape character is '^]'.220 smtp.knology.net ESMTPhelo knology.net250 smtp4.knology.net
ok...good so far
mail from:and then your email address
mail XXXXXXX@XXXXXX.XXX 2.1.0 Ok
now type rcpt to:and then another one of your emails
rcpt XXXXX@XXXXXX.XXX554 5.7.1 <XXXXX@XXXXXX.XXX>: Sender address rejected: Use gmail.com to send email
you're right, this is fun
did you use your knology.net address for mail from:?
you have to use that.
If you did and it said to use gmail, that's pretty lame
mail XXXXXXX@XXXXXX.XXX 5.5.1 Error: nested MAIL command
The first thing we just learned here by mistake is that the SENDER address DOES have to be your knology.net account.
oh... you have to quit
and then go back in
Since you are supposed to be a server, it doesn't give you second chances.
so once you are connected, helo knology.net
which means you are a server in the knology.net domain.
mail XXXXXXX@XXXXXX.XXX250 2.1.0 Ok
and that is your knology.net email?
then rcpt to:your gmail address
helo knology.net250 smtp4.knology.net
now I forget the next command.
rcpt XXXXX@XXXXXX.XXX 5.5.1 Error: need MAIL command
rcpt to: XXXXX XXXXX
if it reset, just start at mail from: knology
then rcpt to:
after data you should be able to type the email body
period and enter to send
never had to type data
did it say it was sent?
If so, it should be in your gmail account.
Macintosh:~ dhthaggard$ mail XXXXXXX@XXXXXX.XXXSubject: TestLalalalalalablah blah.EOT
subject came up on it's own
i dont see them email in my gmail acct
It might take a few.
But in any case, we verified that port 25 is open.
And that it is allowing you to send SMTP to the server.
The only other thing I can think of is putting something in for the domain under your dns.
on the printer.
i can try that
And the email has to be from your knology account
just tell me what to do
no reference to your email.
I mean your gmail
sorry, i dont understand what you mean there
So under the sMTP settings.
im probably not reading it right
Where it says admin email
type in your knology email
nothing that the printer does can say gmail.com
It has to be sending as your knology.com identity.
So if you have a return email address or sender address defined anywhere, it has to be knology.
otherwise it will give you that message to use gmail
something in here is definitely sending it as my gmail
bc when i send these scans (in the past, at least), they come up as from my gmail address
So even if everything else is correct, but it starts off with the sender email address being gmail.com.
That was with a different ISP
We're talking about knology specifically
I am going to be offline for a while.
I have to take a break and eat, etc
So if you find any reference to gmail in there, change it to knology.
Also, set the Admin email on the SMPT settings to your knology address
i am now...what i was saying before is that it always arrives in my email as being FROM my gmail
there's a place to edit the "send from" email
im changing that now
this is a sincerely XXXXX XXXXX
the best i have felt so far
I think it is the admin email.
i have some good news for you...
i hope you're sitting down
i just SCANNED A DOCUMENT
and it made it to my gmail
That's pretty fantastic.
yes it is
for your future reference
If I have been helpful, please click accept and leave a huge bonus.
it wasn't the admin email
i certainly will
What was it?
it was the "sent from" email, which probably differs from printer to printer
but you have the ability in these scan-to-email printers
to set the email it will appear to have been sent from
That's what we were looking for.
so once you figured out that gmail and knology werent working together
that's where it led
That was a little tricky... because the requirement for a 'sent from" address is uncommon.
what kind of cut do you get on the amt i have to pay to this website?
and do i really have a place to leave a bonus?
I can't discuss the specifics.
You can.. when you accept, it will say add bonus
and you can click on that.
sorry to ask then...just wanted to make sure you get something worthwhile
I actually appreciate it.
Bonus is mostly mine.
anyways, thanks for time and effort