Question about Canon ImageRunner 2220I Copier

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Canon copiers c3100, ir5000, & ir7200 scanning files issue.

We have three different Canon copiers (c3100, ir5000, & ir7200). These units will scan documents to TIFF and PDF files to the network folders on several of our Windows 2003 servers.

About a month ago, all three starting failing to send TIFF and PDF jobs to ONE of the three Windows 2003 file servers (our main data server to be specific), all three models can send scanned jobs to the other two Windows 2003 servers with no issues, this seems to just be a problem with the main file server. One would guess that server is the problem, but all other network devices can connect to that same server without any trouble and we can move files via command line between servers with no problems across all three servers..

We want the three copiers to be able to send scanned jobs to the file server in questions again, has anyone seen this before and have a fix/solution to my problem?

How can I go in and flush the DNS information on these three copiers and get them communicating with the file server again?

I’ve check the switches, no issues there. I’ve check the servers, no issues there. I even checked to be sure the Windows firewall wasn’t on, and still no luck making things work again.

I contacted a local Cannon support center, and they stated that this ability to scan to TIFF and PDF in a Windows Active Directory 2003 domain should not work, yet it does and has been for a long time until this one server was no long accessible by the copiers for some unknown reason. We had a small hiccup around the time the problem started with our two domain controllers, and that was resolve very quickly before this problem appeared.

Any troubleshooting advice would be nice and appreciated.

Tom.

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  • JujitsuTom Jun 24, 2008

    I’m sorry; maybe I wasn’t clear about that.



    My issue is that all three of these copiers scan PDF and TIFF jobs to a server. I have created a Windows AD account with privileges to write these files to the server shares and the account is active and working fine. All three servers are W2k3, and of the three, only one cannot be access by the copiers. The account in question can log onto the network from a work station and then access all the shares in question, so I know the account it good at the AD level.



    All the copies can ping the server, but will not interact with it. Since this one server seems to be elusive to the copiers, but not the network itself and it’s the main file server to start with, not sure what the issue is at this point.



    Your questions have prompted me to create a second admin account to emulate the first and see if that can resolve my issue.



    Thanks for the idea.

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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

Posted on Jun 12, 2008

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