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ENWW Solving problems with sending scans 159
Solving problems with sending scans
If the following topics do not help, see Contacting customer support for information about
HP support.
z Network connection does not work
z E-mail access does not work
z Address book (LDAP) does not work
z Unable to scan to folder
Network connection does not work
z The “... Connecting” message appears, but nothing happens
• Make sure that the correct IP address appears on the control-panel display before
starting the digital send job. For DHCP/BOOTP, the IP address does not appear until
the server assigns one.
• Make sure that the network cable is plugged in correctly.
• Make sure that the EIO card is plugged in correctly.
z The “... Connecting” message appears, followed by the “Network Connection
Error...” message
• Make sure that the IP address for the target computer is set correctly (0.0.0.0). If it is
set incorrectly, or if the target computer is not connected to the network when you
attempt to connect, this error might appear.
• Make sure that the current combination of IP address, Subnet Mask, and Gateway
allow for a successful connection to the target computer.
• Check the target computer to see if it is running firewall software. If so, you can
configure the software to allow connection. Use the following default ports in the
configuration: E-mail: TCP/25; LDAP: TCP/389; and CIFS: TCP/445, TCP/139, UDP/
137.
z The “Cannot connect to specified server...” message appears
• Make sure that the IP address and port number are set correctly, and that the service is
running on the target computer.
z The network connection has been working, but it prematurely terminates and the
the “Network Connection Error...” message appears
• The connection may be timing out due to heavy network traffic. The IP address of the
all-in-one can be changed during this time, either from the control panel or in the EWS.
• Make sure that the network cable is connected correctly.
E-mail access does not work
z The “Incorrect user name or password...” message appears
• Make sure that the user name and password are correct.
• Make sure that the server allows the e-mail address in the From: field to send with the
given user name and password.
• Make sure that AutoBCC also contains a valid e-mail address (has to be activated).
z The “... authentication method not supported...” message appears
• The all-in-one only supports the LOGIN authentication scheme. The SMTP server in
this case requires other (stronger) authentication schemes that are not supported.