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Ask Michael Hannigan Your Own Question

Michael Hannigan
Michael Hannigan, Engineer
Category: Printers
Satisfied Customers: 8281
Experience:  20+ Years Experience in Field. MCSE, ICCP, CNE, Greenbelt
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My Ricoh Aficio SP C232SF will not send scans via email. It

Resolved Question:

My Ricoh Aficio SP C232SF will not send scans via email. It is a network issue, as it worked fine before moving last week. New ISP keeps telling me they "don't troubleshoot printers", so they back out without providing any useful info. They said that they only provide dynamic IP address to resident, but I don't think I've ever had a static IP at my house in the past.
Submitted: 2 years ago.
Category: Printers
Expert:  replied 2 years ago.

XXXXX XXXXXnigan :

Hello. My name isXXXXX will be your Primary Care Technician and I can assist you with your question.

Customer:

Okay great

XXXXX XXXXXnigan :

This is most likely an issue of having the correct SMTP information in the device.

Customer:

I completely agree.

XXXXX XXXXXnigan :

Who do you use for email?

Customer:

I use gmail, but I'm having to go through my ISP's email for this particular function on my printer.

Customer:

And that is Knology

XXXXX XXXXXnigan :

Ok. Did they provide you with SMTP information?

Customer:

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.

Customer:

*realized

Customer:

I do have the SMTP info

XXXXX XXXXXnigan :

ok

Customer:

I've got it on now

XXXXX XXXXXnigan :

What is it loading/not loading?

Customer:

False alarm

XXXXX XXXXXnigan :

OK.

XXXXX XXXXXnigan :

Do you know where theemail setttings are in the configuration?

Customer:

The admin page for the printer on its IP address was not loading

XXXXX XXXXXnigan :

But you have it now?

Customer:

for the printer, yes?

Customer:

i do

XXXXX XXXXXnigan :

Ok good

XXXXX XXXXXnigan :

Do you know how to get to the email settings from there?

Customer:

To be clear, you're talking about the printer's SMTP settings?

XXXXX XXXXXnigan :

If not, I can tell you, I just have to look it up.

XXXXX XXXXXnigan :

Yes

Customer:

i have that up

XXXXX XXXXXnigan :

Ok. What do you have for the sever name

XXXXX XXXXXnigan :

?

Customer:

smtp.knology.net

XXXXX XXXXXnigan :

Ok. that should be correct.

Customer:

Port 25

XXXXX XXXXXnigan :

And do you see a place there where you can put authentication information?

Customer:

yes -- smtp authentication

XXXXX XXXXXnigan :

Ok... for authentication, you should have you knology.net email

XXXXX XXXXXnigan :

and password

Customer:

yes

Customer:

those are correct

XXXXX XXXXXnigan :

Ok... and what happens when you try to scan to email?

Customer:

It says "Server Connection Error"

XXXXX XXXXXnigan :

Ok... well, we know that your printer can communicate on the local network so far.

XXXXX XXXXXnigan :

you have the correct SMTP settings.

XXXXX XXXXXnigan :

So, on the printer, you mentioned DHCP settings.

Customer:

right, my computers can print wirelessly to the printer through the network

Customer:

yes

XXXXX XXXXXnigan :

Is it set to use DHCP right now?

Customer:

i keep suspecting DNS settings, or DHCP settings

Customer:

let me check

XXXXX XXXXXnigan :

Sounds like you are on the right track.

Customer:

right now, dhcp is set to disable

XXXXX XXXXXnigan :

Ok. I would suggest enabling that.

Customer:

ok

XXXXX XXXXXnigan :

That's how your computers are configured, correct?

XXXXX XXXXXnigan :

with DHCP?

Customer:

yes

XXXXX XXXXXnigan :

That way it should get the DNS server from DHCP

XXXXX XXXXXnigan :

And if you computers are accessing the internet, then we know that's all the same and should work.

Customer:

i've just always manually had this printer set to .0.200 in the past

Customer:

ok

XXXXX XXXXXnigan :

What you are saying actually makes sense.

XXXXX XXXXXnigan :

And you can change it back.

Customer:

ok

XXXXX XXXXXnigan :

Static IP is best for a printer because you really don't want it to change.

Customer:

if the ISP is providing dynamic only, does a static IP still work for the printer on the network?

XXXXX XXXXXnigan :

Yes... note that what they are talking about and what you are talking about are different.

XXXXX XXXXXnigan :

They won't give you a static public IP address.

XXXXX XXXXXnigan :

But anything that starts with 192 has nothing to do with them.

Customer:

ok, good...that's what i thought too

XXXXX XXXXXnigan :

You can set 192 addresses to whatever you want.

Customer:

that guy at knology was full of it

XXXXX XXXXXnigan :

They are called "non-routable" addrsses.

XXXXX XXXXXnigan :

addresses.

XXXXX XXXXXnigan :

They are not valid on the internet.

XXXXX XXXXXnigan :

They translate all that to a single IP address that they assign you.

Customer:

ok

XXXXX XXXXXnigan :

Acually, I was just thinking.

XXXXX XXXXXnigan :

If you set it to DHCP it will be a Pain in the rear-end for you

XXXXX XXXXXnigan :

Because you won't know what IP address to go to to manage it.

Customer:

i can get that on the printer

Customer:

i think it tells me once it's been set

XXXXX XXXXXnigan :

Oh... ok.. otherwise, we could go with the static address and just make sure it has the same DNS as your computer.

XXXXX XXXXXnigan :

The DNS and the default gateway are important.

Customer:

I can still leave it off...would you like me to leave it static?

XXXXX XXXXXnigan :

Yes... let's do that.

Customer:

i definitely prefer that

Customer:

good

XXXXX XXXXXnigan :

what DNS do you have in there.

XXXXX XXXXXnigan :

let me start with IP.

XXXXX XXXXXnigan :

192.168.0.200

Customer:

i now have one i got off an open dns

XXXXX XXXXXnigan :

subnet mask of

XXXXX XXXXXnigan :

255.255.255.0?

Customer:

yes

XXXXX XXXXXnigan :

What kind of computer do you have, PC?

Customer:

dns is 208.67.222.222

Customer:

and secondary is 208.67.220.220

XXXXX XXXXXnigan :

is that on the printer or pc?

Customer:

no it's a mac

Customer:

those are on the printer

Customer:

i've added them to my dns list on my mac and my router

Customer:

i can double check that though

XXXXX XXXXXnigan :

Actually, if you were to leave your mac and router to DHCP, that should give you the correct DNS

XXXXX XXXXXnigan :

DHCP on the internet/public side.

XXXXX XXXXXnigan :

on the router.

XXXXX XXXXXnigan :

And then DHCP on the mac

XXXXX XXXXXnigan :

Then when you check the DNS of the MAC, you will know what the proper DNS is

Customer:

can you tell me how to check that

Customer:

right now i only see the dns that i put in myself

XXXXX XXXXXnigan :

On the router?

Customer:

no, on my mac's system preferences

Customer:

oh, check the dns of the mac ON the router?

Customer:

ok, yes, it's using that DNS i put in earlier

XXXXX XXXXXnigan :

Hold on... I should ask... do you have an OpenDNS subscription?

Customer:

no

Customer:

if i need one to do this, im more than happy to do it

Customer:

if it's not ridiculously expensive

XXXXX XXXXXnigan :

You don't.

XXXXX XXXXXnigan :

I was just checking.

Customer:

ok

XXXXX XXXXXnigan :

Used to be the case, but it looks like you can use those servers now without

Customer:

ok

XXXXX XXXXXnigan :

But it wants to create an account.

XXXXX XXXXXnigan :

Do you have an account there?

Customer:

no

XXXXX XXXXXnigan :

This is whacky... now it says I don't need one!

XXXXX XXXXXnigan :

lol

Customer:

haha

Customer:

i now have an acct

Customer:

if that's helpful

XXXXX XXXXXnigan :

Is there a reason you are using OpenDNS?

XXXXX XXXXXnigan :

rather than the Knology DNS?

Customer:

bc the knology folks wouldnt/couldnt give it to me

XXXXX XXXXXnigan :

That's stupid.

XXXXX XXXXXnigan :

OMG... who are these folks?

XXXXX XXXXXnigan :

nutbags

Customer:

and one of them suggested trying the opendns servers

Customer:

hahaha

Customer:

no kidding

XXXXX XXXXXnigan :

really? That's crazy they would suggest that.

Customer:

my last ISP talked me all the way through this for hours

Customer:

until they had elevated it to the head tech admin

XXXXX XXXXXnigan :

What should happen is this... I will start from scratch.

Customer:

ok

Customer:

im along for every step of it

XXXXX XXXXXnigan :

When your router gets the public IP address from the internet, it will also get the DNS servers it is supposed to have.

Customer:

ok

XXXXX XXXXXnigan :

You shouldn't have to do anything there.

Customer:

should i do a dhcp renew?

XXXXX XXXXXnigan :

Then, when your devices on your local network get DHCP from the router, they will have their DNS servers as well.

XXXXX XXXXXnigan :

And their dns server will be 192.168.0.1 or whatever your router is.

Customer:

that's the correct one

XXXXX XXXXXnigan :

OR, the router will give them the DNS of the ISP... but either way, DHCP will take care of it.

Customer:

ok

Customer:

hopefully that wasn't supposed to be my first action step, bc we are outside of my abilities right now

Customer:

i usually don't know the correct terminology

XXXXX XXXXXnigan :

That being said, if your computers can get onto the internet, then things are probably ok

Customer:

and they can

XXXXX XXXXXnigan :

Ok... so on the printer, make sure it has the same default gateway as the computer

XXXXX XXXXXnigan :

should be the router ip

XXXXX XXXXXnigan :

and the same dns

Customer:

gateway and default gateway are the same thing?

XXXXX XXXXXnigan :

yes

Customer:

i cant find my mac's gateway yet

Customer:

am i able to paste screenshots in here?

XXXXX XXXXXnigan :

It will be the router ip.

XXXXX XXXXXnigan :

192.168.0.1

Customer:

ok well the printer was wrong

Customer:

so that might be a good first step for us

Customer:

let's see.

Customer:

it was set to its own IP in the gateway

Customer:

now i have a new error

XXXXX XXXXXnigan :

That would prevent it for sure

Customer:

"net communication error"

XXXXX XXXXXnigan :

And the default gateway is the router IP?

Customer:

yes

XXXXX XXXXXnigan :

And the DNS?

Customer:

still set to those open dns servers

XXXXX XXXXXnigan :

ok

XXXXX XXXXXnigan :

You might have to restart the printer.

Customer:

i did

Customer:

ill do it again though

XXXXX XXXXXnigan :

You can try changing the port to 587 and then 465 to see if either of those work.

Customer:

ok

XXXXX XXXXXnigan :

Under the SMTP settings, what does it say for "authentication method"?

Customer:

smtp authen.

XXXXX XXXXXnigan :

And your username is XXXXX XXXXX email address?

Customer:

yes. and both of those ports said "connected to server" and then went to the "net communication error" message

Customer:

before, with port 25, it didn't say "connected to server"

XXXXX XXXXXnigan :

try port 25 without authentication

Customer:

just "anonymous"?

XXXXX XXXXXnigan :

On the printer, for the DNS settings, is there anything under domain name?

XXXXX XXXXXnigan :

yes

XXXXX XXXXXnigan :

anonymous

XXXXX XXXXXnigan :

just want to see if it connects.

Customer:

same error

Customer:

no "connected to server"

Customer:

port 25 and the other ports behave differently, fwiw

XXXXX XXXXXnigan :

Port 25 is normally without authentication... but it's also blocked by most ISPs

XXXXX XXXXXnigan :

Nor usually blocked to their own server.

Customer:

dns method is set to manual

Customer:

that seems wrong

XXXXX XXXXXnigan :

manual is correct.

Customer:

ok

XXXXX XXXXXnigan :

since your IP is static

Customer:

oh yeah, we left it...

Customer:

yes

Customer:

there is nothing under domain name

Customer:

on the DNS servers

XXXXX XXXXXnigan :

ok good

XXXXX XXXXXnigan :

Are you able to access your knology email account normally?

Customer:

Yes, I did sign on to check.

XXXXX XXXXXnigan :

ok

Customer:

well, at least i feel better about having to sign up for help on this

XXXXX XXXXXnigan :

Have you already tried using gmail?

Customer:

the printer doesn't support SSL authentication, which I believe gmail uses.

XXXXX XXXXXnigan :

Yes, tls or ssl

XXXXX XXXXXnigan :

let me check something

XXXXX XXXXXnigan :

Do you know if you have the most recent firmware updates on the printer?

XXXXX XXXXXnigan :

from 2010?

Customer:

i can chekc

Customer:

i think i do

XXXXX XXXXXnigan :

I have the link to them.

Customer:

i have v. 1.26

XXXXX XXXXXnigan :

That is the latest

Customer:

ugh

XXXXX XXXXXnigan :

Where is it showing you the error message? on the network screen or the SMTP screen?

Customer:

just on the printer i think

XXXXX XXXXXnigan :

Have you tried doing a scan to email?

XXXXX XXXXXnigan :

I mean, since the settings were changed?

Customer:

i have

Customer:

just tried again

Customer:

same error

XXXXX XXXXXnigan :

ok

XXXXX XXXXXnigan :

How was it set up before you moved? with your old provider?

Customer:

it was...

Customer:

let me look at it to try and remember

Customer:

ill never remember the numbers

Customer:

i had some kind of ip address in the smtp field

Customer:

that was the big difference

Customer:

other than that

Customer:

port 25

Customer:

(which they didn't allow, but this ip address in the smtp field allowed it, i guess)

Customer:

my email address from that isp

Customer:

i want to say we had a dns typed in too

Customer:

but that might be wrong

XXXXX XXXXXnigan :

DNS is currently typed in, correct?

Customer:

no

Customer:

its all blank on that screen

Customer:

what do you want in there?

Customer:

its set to manual and is blank

XXXXX XXXXXnigan :

That has to be the same as the DNS server you have elsewhere.

Customer:

my router currently lists the openDNS servers

XXXXX XXXXXnigan :

Yes... put that in there.

Customer:

my mac has them too

XXXXX XXXXXnigan :

The same settings have to be in the printer

Customer:

ok

Customer:

everytime i change it and save, it goes blank

Customer:

including when it asks me to reboot

Customer:

is there a setting that would make it not hold a dns?

XXXXX XXXXXnigan :

Only if it is set for auto

Customer:

it's set to manual and has nothing

Customer:

dhcp: disable

XXXXX XXXXXnigan :

DNS Method

Customer:

manual

Customer:

im sorry

Customer:

this sucks

XXXXX XXXXXnigan :

You have to enter the admin password XXXXX it to save

XXXXX XXXXXnigan :

Did you do that?

Customer:

same thing, it goes blank

Customer:

as soon as i hit ok

Customer:

if i click "auto" and then "manual" again, the numbers appear

Customer:

and then i click ok

Customer:

and they disappear when the page saves

XXXXX XXXXXnigan :

What about if you refresh the page

XXXXX XXXXXnigan :

or on the network status tab?

Customer:

refreshing the page did nothing

Customer:

if i type in the wrong password XXXXX making the changes, it lets me know

Customer:

so i know the password XXXXX changing/saving is accurate

Customer:

i dont know what you want me to do on network status tab

XXXXX XXXXXnigan :

on the network status tab, does it show you the DNS?

Customer:

thought i lost you for a minute

Customer:

no it doesnt

Customer:

hey it's holding the dns now

Customer:

out of curiosity...do i HAVE to have something in the DNS?

Customer:

that might be a totally dumb question

Customer:

but as im trying different scenarios, im wondering if i should even bother trying that

Customer:

if you think i need to get some info from my isp

Customer:

i will try again

Customer:

the tech dept may be closed now

Customer:

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

Customer:

and possibly resolve this issue

Customer:

feel free to email me atXXX@XXXXXX.XXX if you want to resume this issue with me.

Customer:

im going to close this up now, bc i can't tell if you're still around anymore

Customer:

i will be glad to reengage tomorrow, or even later tonight.

Customer:

thanks for your help so far.

XXXXX XXXXXnigan :

Ok. Let me know when you want to continue.

Customer:

im back

Customer:

oh i guess it doesnt display my email, huh?

XXXXX XXXXXnigan :

I think you get a transcript of the chat when you accept.

Customer:

do you want to try and pick up later, or suggest something for me to discuss with my ISP?

XXXXX XXXXXnigan :

You could ask your ISP to make sure port 25 is not blocked.

XXXXX XXXXXnigan :

As for the disappearing DNS, that's a little strange.

Customer:

what do you think about that IP address that my former ISP had me type in to the SMTP Server

XXXXX XXXXXnigan :

And without that setting, it won't work.

Customer:

oh the DNS doesnt disappear anymore

Customer:

i mentioned that earlier

XXXXX XXXXXnigan :

Oh?

Customer:

you must have missed it

XXXXX XXXXXnigan :

I did

Customer:

sorry

Customer:

yeah, that's in there

XXXXX XXXXXnigan :

What did your ISP give you an address for?

Customer:

my former ISP, to solve this issue before, gave me an IP address to put in that SMTP field

Customer:

instead of smtp.epb.net

Customer:

and that resolved it

Customer:

i looked up knology's DNS server, or something.

Customer:

i didnt know what it was, reall

XXXXX XXXXXnigan :

I'm confused.

Customer:

http://just-dnslookup.com/index.php?vh=knology.net&c=&s=dns+lookup%21

Customer:

and tried that in the smtp field

Customer:

but no dice

XXXXX XXXXXnigan :

That would work if DNS wasn't working

XXXXX XXXXXnigan :

There are a lot of variable.s

Customer:

sorry...i'm talking about my previous ISP, back when this thing used to work

XXXXX XXXXXnigan :

I'm surprised your ISP can't give you a definate answer.

Customer:

me too

XXXXX XXXXXnigan :

But that was with a different server.

Customer:

right

XXXXX XXXXXnigan :

The settings that SHOULD work with your current isp.

XXXXX XXXXXnigan :

smtp.knology.net

XXXXX XXXXXnigan :

port 25

XXXXX XXXXXnigan :

SMTP Auth

Customer:

username

XXXXX XXXXXnigan :

Full email address and password

Customer:

pass

Customer:

yes

XXXXX XXXXXnigan :

username has to include @

Customer:

yes

Customer:

it does

Customer:

i promise

XXXXX XXXXXnigan :

have you tried without?

Customer:

no

XXXXX XXXXXnigan :

I'm going by the settings that they have published... not guarantee they are correct.

Customer:

im restarting my printer

Customer:

but, back to what i was saying

Customer:

if i could figure out what it was that my FORMER isp was proving there

Customer:

not the numbers themselves...

XXXXX XXXXXnigan :

I told you.

Customer:

but what that thing was

XXXXX XXXXXnigan :

That means DNS wasn't working on the printer.

Customer:

maybe i could ask knology for their equivalent

XXXXX XXXXXnigan :

to get around that, the IP address.

Customer:

yes

XXXXX XXXXXnigan :

I can give it to you.

XXXXX XXXXXnigan :

I thought you said you tried that.

Customer:

this is an IP address that will go in the smtp field?

Customer:

email address WITHOUT @knology.net didnt work, btw

XXXXX XXXXXnigan :

24.214.63.107

XXXXX XXXXXnigan :

Yes

Customer:

??? you mentioned this IP address earlier?

Customer:

what should DNS be set to if i'm using that IP in the SMTP field?

XXXXX XXXXXnigan :

DNS won't matter

XXXXX XXXXXnigan :

I gave you the IP for the SMTP server

Customer:

well this chat window keeps dropping important info

XXXXX XXXXXnigan :

OK

XXXXX XXXXXnigan :

Weird... never happened to me before.

XXXXX XXXXXnigan :

24.214.63.107

Customer:

i tried that and it didn't work...

XXXXX XXXXXnigan :

I only gave it to you because you asked for it.

Customer:

i might drop out again for a sec

XXXXX XXXXXnigan :

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.

XXXXX XXXXXnigan :

double and triple check the spelling of the server name.

XXXXX XXXXXnigan :

And if you have your DNS settings in there, it should be ok.

XXXXX XXXXXnigan :

That's how I would leave it if you end up calling the ISP... because you have it correct.

Customer:

ok

XXXXX XXXXXnigan :

And the gateway is also set, correct?

XXXXX XXXXXnigan :

to 192.168.0.1?

XXXXX XXXXXnigan :

Just double-checking.

Customer:

yes

XXXXX XXXXXnigan :

One sec

XXXXX XXXXXnigan :

one more thing we can check

Customer:

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

Customer:

so, no problem on the triple-checks

XXXXX XXXXXnigan :

You seem pretty savvy... it's not that I don't believe you, but we've changed up a ton of things.

XXXXX XXXXXnigan :

I stopped not believing you about an hour ago

Customer:

hahaha

XXXXX XXXXXnigan :

Open up the "Terminal" application found in the Utilities folder under Applications.

XXXXX XXXXXnigan :

We are going to see if they are blocking port 25

Customer:

ok

XXXXX XXXXXnigan :

Then type in the following:

XXXXX XXXXXnigan :

telnet smtp.knology.net 25

XXXXX XXXXXnigan :

just like that with a space before 25

Customer:

Trying 24.214.63.107...Connected to smtp.knology.net.Escape character is '^]'.220 smtp.knology.net ESMTP

XXXXX XXXXXnigan :

hmmm

Customer:

that means it is not blocked, i take it

XXXXX XXXXXnigan :

try typing in helo whatever.net

Customer:

literally, that?

XXXXX XXXXXnigan :

yes.... or knology.net

XXXXX XXXXXnigan :

we are going to try both.

XXXXX XXXXXnigan :

knology.net and something other than knology.net

Customer:

helo whatever.net
250 smtp4.knology.net
hello
502 5.5.2 Error: command not recognized
google.com
502 5.5.2 Error: command not recognized

Customer:

knology.net
502 5.5.2 Error: command not recognized

XXXXX XXXXXnigan :

rcpt fromXXX@XXXXXX.XXX

XXXXX XXXXXnigan :

Hold on a sec.

XXXXX XXXXXnigan :

When you did the telnet and connected

XXXXX XXXXXnigan :

then type in

Customer:

uh huh...

XXXXX XXXXXnigan :

helo knology.net

XXXXX XXXXXnigan :

and enter

XXXXX XXXXXnigan :

It should say hello

XXXXX XXXXXnigan :

you're pretending you are another email server.

XXXXX XXXXXnigan :

Fun, yes?

Customer:

hahaha

Customer:

tons.

XXXXX XXXXXnigan :

We are using SMTP directly... this is the same thing your printer does... we're just doing this to see it's responses.

XXXXX XXXXXnigan :

so you telnet and connect on port 25.

XXXXX XXXXXnigan :

Then after you type helo knology.net

XXXXX XXXXXnigan :

does it say hello?

XXXXX XXXXXnigan :

It might say ehlo

Customer:

Macintosh:~ dhthaggard$ telnet smtp.knology.net 25
Trying 24.214.63.107...
Connected to smtp.knology.net.
Escape character is '^]'.220 smtp.knology.net ESMTP
helo knology.net
250 smtp4.knology.net

XXXXX XXXXXnigan :

ok...good so far

XXXXX XXXXXnigan :

now type

XXXXX XXXXXnigan :

mail from:and then your email address

XXXXX XXXXXnigan :

and enter

Customer:

mail fromXXX@XXXXXX.XXX 2.1.0 Ok

XXXXX XXXXXnigan :

ok excellent

XXXXX XXXXXnigan :

now type rcpt to:and then another one of your emails

Customer:

rcpt toXXX@XXXXXX.XXX
554 5.7.1 <XXXXX@XXXXXX.XXX>: Sender address rejected: Use gmail.com to send email

XXXXX XXXXXnigan :

seriously?

Customer:

you're right, this is fun

XXXXX XXXXXnigan :

did you use your knology.net address for mail from:?

XXXXX XXXXXnigan :

you have to use that.

XXXXX XXXXXnigan :

If you did and it said to use gmail, that's pretty lame

Customer:

mail fromXXX@XXXXXX.XXX 5.5.1
Error: nested MAIL command

XXXXX XXXXXnigan :

The first thing we just learned here by mistake is that the SENDER address DOES have to be your knology.net account.

XXXXX XXXXXnigan :

oh... you have to quit

XXXXX XXXXXnigan :

and then go back in

Customer:

oh ok

XXXXX XXXXXnigan :

Since you are supposed to be a server, it doesn't give you second chances.

XXXXX XXXXXnigan :

so once you are connected, helo knology.net

XXXXX XXXXXnigan :

which means you are a server in the knology.net domain.

Customer:

mail fromXXX@XXXXXX.XXX
250 2.1.0 Ok

XXXXX XXXXXnigan :

and that is your knology.net email?

Customer:

yes

XXXXX XXXXXnigan :

then rcpt to:your gmail address

Customer:

helo knology.net250 smtp4.knology.net

XXXXX XXXXXnigan :

now I forget the next command.

XXXXX XXXXXnigan :

one sec

Customer:

rcpt toXXX@XXXXXX.XXX 5.5.1
Error: need MAIL command

XXXXX XXXXXnigan :

rcpt to: XXXXX XXXXX

XXXXX XXXXXnigan :

if it reset, just start at mail from: knology

XXXXX XXXXXnigan :

then rcpt to:

XXXXX XXXXXnigan :

then data

XXXXX XXXXXnigan :

after data you should be able to type the email body

XXXXX XXXXXnigan :

Then .

XXXXX XXXXXnigan :

period and enter to send

Customer:

done

Customer:

ok

Customer:

never had to type data

XXXXX XXXXXnigan :

did it say it was sent?

XXXXX XXXXXnigan :

If so, it should be in your gmail account.

Customer:

Macintosh:~ dhthaggard$ mail fromXXX@XXXXXX.XXX
Subject: Test
Lalalalalala
blah blah
.
EOT

XXXXX XXXXXnigan :

oh

XXXXX XXXXXnigan :

ok

Customer:

subject came up on it's own

Customer:

i dont see them email in my gmail acct

Customer:

fwiw

XXXXX XXXXXnigan :

It might take a few.

XXXXX XXXXXnigan :

But in any case, we verified that port 25 is open.

XXXXX XXXXXnigan :

And that it is allowing you to send SMTP to the server.

XXXXX XXXXXnigan :

The only other thing I can think of is putting something in for the domain under your dns.

XXXXX XXXXXnigan :

on the printer.

Customer:

i can try that

XXXXX XXXXXnigan :

And the email has to be from your knology account

Customer:

just tell me what to do

XXXXX XXXXXnigan :

no reference to your email.

XXXXX XXXXXnigan :

I mean your gmail

Customer:

sorry, i dont understand what you mean there

XXXXX XXXXXnigan :

So under the sMTP settings.

Customer:

im probably not reading it right

XXXXX XXXXXnigan :

Where it says admin email

XXXXX XXXXXnigan :

type in your knology email

XXXXX XXXXXnigan :

nothing that the printer does can say gmail.com

Customer:

ok

XXXXX XXXXXnigan :

It has to be sending as your knology.com identity.

XXXXX XXXXXnigan :

So if you have a return email address or sender address defined anywhere, it has to be knology.

Customer:

oh

Customer:

yeah

XXXXX XXXXXnigan :

otherwise it will give you that message to use gmail

Customer:

something in here is definitely sending it as my gmail

Customer:

bc when i send these scans (in the past, at least), they come up as from my gmail address

XXXXX XXXXXnigan :

So even if everything else is correct, but it starts off with the sender email address being gmail.com.

XXXXX XXXXXnigan :

That was with a different ISP

XXXXX XXXXXnigan :

We're talking about knology specifically

Customer:

right

XXXXX XXXXXnigan :

I am going to be offline for a while.

XXXXX XXXXXnigan :

I have to take a break and eat, etc

Customer:

haha

Customer:

no kidding

XXXXX XXXXXnigan :

So if you find any reference to gmail in there, change it to knology.

XXXXX XXXXXnigan :

Also, set the Admin email on the SMPT settings to your knology address

Customer:

i am now...what i was saying before is that it always arrives in my email as being FROM my gmail

Customer:

there's a place to edit the "send from" email

Customer:

im changing that now

XXXXX XXXXXnigan :

ok

Customer:

this is a sincerely XXXXX XXXXX

Customer:

the best i have felt so far

XXXXX XXXXXnigan :

I think it is the admin email.

Customer:

michael...

Customer:

i have some good news for you...

XXXXX XXXXXnigan :

Yes?

Customer:

i hope you're sitting down

Customer:

i just SCANNED A DOCUMENT

Customer:

and it made it to my gmail

XXXXX XXXXXnigan :

That's pretty fantastic.

Customer:

yes it is

Customer:

so

Customer:

for your future reference

XXXXX XXXXXnigan :

If I have been helpful, please click accept and leave a huge bonus.

Customer:

it wasn't the admin email

Customer:

i certainly will

XXXXX XXXXXnigan :

What was it?

Customer:

it was the "sent from" email, which probably differs from printer to printer

Customer:

but you have the ability in these scan-to-email printers

Customer:

to set the email it will appear to have been sent from

XXXXX XXXXXnigan :

That's what we were looking for.

Customer:

so once you figured out that gmail and knology werent working together

Customer:

that's where it led

XXXXX XXXXXnigan :

That was a little tricky... because the requirement for a 'sent from" address is uncommon.

Customer:

what kind of cut do you get on the amt i have to pay to this website?

Customer:

right

Customer:

and do i really have a place to leave a bonus?

XXXXX XXXXXnigan :

I can't discuss the specifics.

XXXXX XXXXXnigan :

You can.. when you accept, it will say add bonus

XXXXX XXXXXnigan :

and you can click on that.

Customer:

oh ok

Customer:

sorry to ask then...just wanted to make sure you get something worthwhile

XXXXX XXXXXnigan :

I actually appreciate it.

XXXXX XXXXXnigan :

Bonus is mostly mine.

Customer:

anyways, thanks for time and effort

XXXXX XXXXXnigan :

You're welcome

XXXXX XXXXXnigan :

thank you!

Michael Hannigan, Engineer
Category: Printers
Satisfied Customers: 8281
Experience: 20+ Years Experience in Field. MCSE, ICCP, CNE, Greenbelt
Michael Hannigan and 3 other Printers Specialists are ready to help you

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