Question about Canon imageRUNNER 5020i Copier

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Scanning problems with canon imagerunner 5020i

I can scan 15 files then on the next one it says to check the server and it won't send my scan.  If I restart my computer it works again.

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If you are using the i send function check smtp server settings
scan to email etc.
if you are using old fashioned pull scanning check your network scangear setup

Posted on Sep 12, 2009

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What error code are you getting? Try to scan again and let it fail. Press system monitor, scan, log. Look for jobs with Result of NG. Highlight one and press details. At the top, look for Result: NG (####). It will display an error number there. What is that error number?

751 cannot connect to server
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Check additional functions, system settings, network settings, email/ifax settings. Check SMTP server IP and authentication / encryption.

Ignore POP or recieve options as they are for IFAX.

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You link to an old version of scangear software. Use http://downloads.canon.com/cpr/software/devicemanagement/NWSG_v2.21.exe
On the 3300 press System/Options button, One of four buttons far right, next to copy, fax, mailbox.
Press Online.
Read the manual included with ScanGear for how to set it up. Or ask if you are having difficulties.

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Hello loosends,
I can merely make a hypothesis. If you can still print to the device and make copies, then something on your network has changed. Typically it has to do with the smtp server or the dns server. The changes can be brought about by many things. Operating system change (E.G. Vista) , Internet service provider changes, permission changes (your I.T. guru would know about all these , especially the latter) or some other network wide change that I have no way of knowing. Typically if there were an inability to reach an e-mail address or for that matter a shared folder the copier will spit out an error report basically saying that a data transmission failed. However, if permissions to accept scanned documents to e- mail or folders have been changed, which might cause denial of delivery, the copier will know its on a valid network and configured properly and may have no reason to generate an error report as all the criteria it looks for have been satisfied. Meanwhile the scanned document goes out into binary limbo. I guess the question that should be posed is"what if anything possibly changed on your network" about a month ago?

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Ok, so working thru the troubleshooting model you have identified the symptoms fairly well but I dont know if you have adequately identified the area affected. In order for the copiers to create a file on a network server they need user names and passwords to access a network resource and they need sufficient rights to create a file. Have you tried to log into the scan folder on the server using the copiers credentials from a workstation?

The next step, of course is to identify what has changed.If you had a problem with a domain controller is it possible the user accounts for the copiers got deleted/damaged/modified?

Log into the internal web page of the copier by plugging its ip address into the address bar of your favourite web browser and verify that its network settings (dns server, domain name, etc) are correct. I believe you can ping the server from the web page as well, if not it can be done from the tcp/ip setup screen on the copier control panel.

There is no way to manually flush the DNS cache on the copiers except for powercycling the device, just make sure you are turning it off by the main power switch near the back of the machine and not the on-off button on the control panel.

I dunno if this qualifies as a solution or a clarification request but I would start with the user accounts and access permissions.

HTH

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I had the same issue when migrating between exchange servers. basically the scanner settings were pointing to the old exchange servers IP. I set that to the new IP and it resolved the issue.

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