STMP Authentication

We just installed Comcast business yesterday and were previously with Frontier. Everything is working fine except the ricoh scanner. I cannot scan it comes up with an error message. I can connect it to the server but for whatever reason the authentication email and password is not working. I can send documents to the machine and it will print so that part works, it's the outgoing emails that won't work.

Spent hours on phone with Comcast Tech support with no suggestions, Ricoh has been here and no one can figure out why this won't work.

Any suggestions?

Responses

CC_Jacob

Official Employee

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869 Messages

8 years ago

Hello phi,

Sorry to hear the issue with getting the scanner synced up. Two things, are you able to login to webmail with that email and send and receive emails? If you are able login and send and receive emails have you reset the password and tried to get it to sync again?

If it's an issue with authentication on our end then a password reset might push it through.

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tmittelstaedt

Problem solver

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326 Messages

8 years ago

Hi All,

The Richoh scaners have a bug with Authenticated SMTP. The newer scanners have a firmware update that fixes this the older ones do not. Most Richoh scanner installers tell users to create a gmail account then they setup the scanner to use auth-smtp to relay through that. If you try doing this and it fails then your scanner has the bug. Likely the Comcast amth-smtp mailservers are as incompatible with this bug as the Gmail servers are.

If you can't get an installer to update the firmware (and keep in mind the firmware update needed is a "secret" one that is only provided to Richoh dealers and most Richoh techs claim it doesn't exist since they don't like to mess with copier firmware) then find a local ISP that has been in business for awhile and setup auth-smtp with them. I can't give you any more details on the bug other than to say I have several customers with these scanners who use us specifically because their products won't work with gmail and their copier techs have told them their models are too old to have the bug fix.

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mgrantom

Visitor

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3 Messages

8 years ago

I'm having a similar problem with a Xerox 7225 printer/scanner. On my system, port 587 is apparently being blocked by Comcast. Have you tried going to canyouseeme.org and checking to see if the port your copier is using to connect to a smtp server is actually open? That seems to be what is screwing me and I can't get Comcast to answer on this board concerning unblocking that port.

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xz4gb8

Problem solver

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117 Messages

8 years ago

Comcast does not block port 587. Use of canyouseeme.org checks inbound ports only. The Ricoh is trying to make an outbound connection.

See also the reply to "Blocked port 587" by tmittelstaedt on 09-06-2016.

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