MegaTank GX7120 - SMTP Email Scan no longer works

[Thomas90]

Successfully setup up and utilized scan-to-email via smtp2go.com on my GX7120 but out of the blue this feature no longer works. 

When the printer tries to send the document, it fails with "Error 3423". Via the Canon's Remote UI (web-interface) the smtp-test only shows "Check Printer". 

I thus decided to just re-do the entire SMTP setup, but it turns out that this is no longer possible either. Whenever I try to complete the setup, it reads "Please wait momentarily" and that's it. There is no action even after 10-15 minutes of waiting. 

Even testing around with wrong SMTP information does not lead to a different outcome. No errors, just "please wait momentarily".  

I also don't see any recent available FW versions that could have caused issues. 

Is there a way to properly reset this machine and set everything up again from scratch? Any ideas why this feature just breaks irreparably out of nowhere? I'm not looking forward to re-do all the phonebook entries, saved scan templates, etc, and hope there is a way to identify the root cause and prevent that from happening again. 

Not a great experience for a 'premium' device that is barely 2 months old. Duplex ADF scan2email was one of the major reasons I chose this printer. 

Thanks for any ideas & help on this! 

[afa]

Hello Thomas,

You are not alone, the same happened to me with my GX7150.

Unfortunatly, I don't have the solution yet, I'm working on it.

My first idea was that it was blocked because it did not manage to communicate and identify against the smtp server, so I introduced a raspberry pi as a smtp relay so that the printer asks for port 25 and no longer needs authentication, tls ..., but it still does not respond.

Same behavior with forefox and chrome, I'm stuck without any idea except crushing the printer...

The firmware automatically updates, so there is a possibility that canon either introduced a bug or willingly a restriction 

I'm scanning intensively and I'm really disappointed with this printer but your model is also defective, so the problem is Canon itself.

If I find the solution I let you know

[shadowsports]

Greetings,

I would not immediately assume it was my printer.  

I'd start here.

https://support.smtp2go.com/hc/en-gb/articles/223087627-SMTP-Settings

It could be your network hardware / configuration also.  Take the printer out of the equation.

Have you either of you tried a telnet connection to the mail server from a command line?

@Thomas90 @afa 

[afa]

Hello Shadowsports,

Hmm, I'm not using smtp2go, I was using the smtp of my internet provider (orange), it has been working for several months and, without any change, suddenly stopped working.

This is the time I discovered it was no longer possible to change the smtp server on the remote interface of the printer (my parameters have disappeared, this why I'm thinking about a background firmware update).

Also, I took in account that Orange has re-inforced its authentication, so to get around of that, I configured a (working) smtp relay server on a raspberry pi.

But, on the remote interface of the printer, it is still impossible to enter the ip address (and port 25) of the raspberry pi without TLS, certificate and authentication, so simple as possible.

Since the raspberry does the job, only the printer is left as the cause of the problem.

If you have any idea, please let me know.

Thank you and kind regards

afa

[Thomas90]

@Shadowsports:

Nothing was changed when the problem occurred and there are no known issues with SMTP2Go. It just stopped working out of the blue.
In addition, I can no longer successfully configure the printer in the first place (see screenshot from my original post). 
Regardless of what I enter, the final submission ends up in a waiting screen that never gets resolved. I don’t see how this is not the printers fault? 

@afa:

my “workaround” is to use the scan suite on my laptop which fortunately is able to connect wirelessly to the printer. 
It’s very frustrating. After ditching HP, I had high hopes in Canon due to their stellar product quality in the camera segment. Unfortunately, I can’t say the same about their printers. 

[shadowsports]

@Thomas90 

This is really your thread.

@afa , I know you have a similar model product (released in Europe) but your model is different as is your mail host.  You also have a raspberry PI in your environment.  Canon USA is not able to provide support for products intended for sale in other ountries or regions. However, fellow users like yourself (like me) often do what they can to help.   It would really be better if you started your own topic.  Trying to provide a solution for multiple users with different products makes a thread harder to follow.  Also for others looking for solutions, as the topic can become splintered.  It also is not possible for you to mark a thread as resolved unless it's your own.  😉 Thanks in advance. 

New topic:

https://community.usa.canon.com/t5/forums/postpage/choose-node/true/interaction-style/forum/override...

@Thomas90,

Have you considered testing with another mailhost?  You can also try resetting the device and configuring from scratch.  The interface shouldn't hang during config or SMTP test, so it might just be an entry that the printer is not letting go of?  

I looked at smtp2go in MX Toolbox and didn't see anything blatantly wrong.  Blacklisting, etc.  

[Thomas90]

Hi Rick, while afa’s outgoing setup is different, the root cause of the error seems correlated as he also mentions that his printer’s SMTP configuration page no longer works: 

“This is the time I discovered it was no longer possible to change the smtp server on the remote interface of the printer (my parameters have disappeared, this why I'm thinking about a background firmware update).”

I would love to reset the device. Unfortunately, I don’t know how. There doesn’t seem to be a true reset option. Per my original post:

“Is there a way to properly reset this machine and set everything up again from scratch?” 

Do you know how? 

[afa]

@Thomas

Using the front panel of my printer, I have, in the menu, a 'Printer settings/Reset settings' entry which is supposed to reset factory settings.

@others

Just to clarify:

- originally my GX7150 was perfectly sending my scans to my internet provider smtp server (smtp.orange.fr), this means all my mail parameters were ok (certificate, tls, authentication)

- suddenly (may be 3 weeks ago) it suddenly stopped working, without any change on my side. My provider (orange) was attacked by the russians (the bad ones), so I imagined orange hasd reinforced its security

- at this time, I checked my parameters in the web interface and I discovered my mail parameters have disappeared, so I re-established them and fell into the problem (hanging at save time).

- then, only at this time, I introduced the raspberry pi into the loop to behave as a mail relay to Orange. This way, the delicate settings (certificate, tls, authentication) are no longer required in the printer and the config is simple as possible.

- Even with minimalist settings, impossible to save them, still hanging. Also tried with google smtp -> same..

As a conclusion I'm in the same case, with the same problem as you have.

This boils down that something changed in the printer, I'm thinking of a 'firmware update' introducing a bug (my printer is hidden behind a router and not accessible from outside, so the change must come from an inner request).

Hope it clarifies the situation, especially if you are wondering why I'm using a Raspberry pi.

Now, I will try to open a bug report to Canon with the hope they already know about the problem.

Thank you and kind regards

[shadowsports]

Greetings,

Helpful.  I'm using Google for my SMTP and it's working as of a few days ago.