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I have an Imageclass MFB 28CW printer. It will scan but not…

Customer Question
Hi, I have an...

Hi, I have an Imageclass MFB 28CW printer. It will scan but not send email. I've been scanning and sending email without any issue until now. I get no error code on the print out. Nothing has changed

Technician's Assistant: Is there an error code on your 28CW when you try to scan?

No

Technician's Assistant: When did you last update the printer driver software?

Not since i purchased it, about a year ago

Submitted: 2 months ago.Category: Printers
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Answered in 1 minute by:
6/1/2018
Technician: Viet - Printer Tech, Printer Technician replied 2 months ago
Viet - Printer Tech
Viet - Printer Tech, Printer Technician
Category: Printers
Satisfied Customers: 41,153
Experience: Troubleshoot printers, scanners, etc.
Verified

Hi,
I'm sorry about the issue. Can you please confirm your printer's full model?

Is there any error or message on the computer?
Do you have Windows xp, vista, or 7, 8, 10, or Mac computer?
Please reply at the box below. Thank you,

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Customer reply replied 2 months ago
Imageclass MFB 28 Cw
Customer reply replied 2 months ago
this is not an operating system problem. So why do you need to knwo my OS
Technician: Viet - Printer Tech, Printer Technician replied 2 months ago

I think it is the model MF628Cw (number 6 not letter B.)

Do you have Windows xp, vista, or 7, 8, 10, or Mac computer? And/or what's the make / model of your computer?
Please reply at the box below. Thank you,

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Customer reply replied 2 months ago
i guess it is - lower case b
Customer reply replied 2 months ago
I use both widows 7 and an ipad
Customer reply replied 2 months ago
Are you going to help me or am I just going to see offers to connect to my computer?
Customer reply replied 2 months ago
I'm gathering this is a scam and you just charged my account for nothing. I'd like a credit
Technician: Viet - Printer Tech, Printer Technician replied 2 months ago

With remote support, you can see everything I do on the screen. Remote support is quicker and easier for you as I will do all the troubleshooting steps for you. Also, this issue can be complicated. Otherwise, I will provide written instructions.

Is printing working fine?

What happens when you scan to email? Is there any error or message on the computer's screen?
How about with a small amount as shown for direct remote support.
Please let me know your option; we guarantee our service. Please reply at the box below. Thank you,

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Customer reply replied 2 months ago
Walk me through what to do. I do not want remote connect
Technician: Viet - Printer Tech, Printer Technician replied 2 months ago
  1. Is printing working fine?
  2. What happens when you scan to email? Is there any error or
  3. What email do you use, such as Hotmail, Yahoo, Gmail, AOL, etc.?
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Customer reply replied 2 months ago
everything works fine. I can even scan to my usb. when i want to scan to email i get a printout that says error but no code. email accounts are gmail
Technician: Viet - Printer Tech, Printer Technician replied 2 months ago

Can you sign in your gmail email address at the website below:

https://myaccount.google.com/lesssecureapps

; make sure to sign in with the gmail email address you've been using for scanning to email.

, there, turn on / enable the option "Allow less secure apps", and check.

Please let me know. Thank you.

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Customer reply replied 2 months ago
hello
Technician: Viet - Printer Tech, Printer Technician replied 2 months ago

Please see my last response above. Thanks.

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Customer reply replied 2 months ago
I dont show any apps enabled and it doesnt have an option "allow less secure apps"
Technician: Viet - Printer Tech, Printer Technician replied 2 months ago

What does it show at the website below?

https://myaccount.google.com/lesssecureapps

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Customer reply replied 2 months ago
It says it might be hidden by the administrator. I am the admistrator and no idea how to find it.
Technician: Viet - Printer Tech, Printer Technician replied 2 months ago

Is there any email option in Settings / menu on the printer that you can go to?

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Technician: Viet - Printer Tech, Printer Technician replied 2 months ago
  1. What are the options there? Does it let you check your email address and password ***** other settings there?
  2. When email scanning was working fine previously, must the computer be turned on whenever you want to do email scanning?
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Customer reply replied 2 months ago
I did not have to turn on the computers. No. on answer number one. No need for a password ***** email coming from the printer
Technician: Viet - Printer Tech, Printer Technician replied 2 months ago

What's the IP Address of the printer?

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Customer reply replied 2 months ago
how to i check that
Customer reply replied 2 months ago
I fixed the problem. Thank you
Technician: Viet - Printer Tech, Printer Technician replied 2 months ago

On printer, it should be in Menu / setup > <Network Information> <IPv4> IP Address.

You're welcome. Great. Was it the email setting issue on the printer? Thank you.

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Technician: Viet - Printer Tech, Printer Technician replied 2 months ago

Do you need help with anything else today? Thank you for the update.

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