4 MFP Sharp Scanners, and none of them will scan.

Question

Hello, we have 2 offices and both offices have multiple MX-6061 and MX-8081 Sharp MFP's

In one office, the scanning and the MFP's works without issue(s) in another office, the scanners for the most part do not scan. There are 4 MFP's at the office in question. Once in a while they will scan as they should but for the most part they do not scan at all.

We have checked...

1. The MX-Record
2. The DNS
3. We have restarted the DC's
4. We have restarted to Cable modem
5. The Firmware and drivers are up to date
6. The sending account was locked out in AD but now it isn't
7. I have checked Mimecast to be sure that no messages are in the "held" queue.
8. I have ran message traces on MS-Exchange
9. I have also checked Defender to make sure nothing was in quarantine there either
10. The MFP's are all accessible via the browser using their IP addresses
11. Disabled IPv6 and DHCP
12. We have also restarted the MFP's
13. We verified the port 25 is open
14. We tested with the Google DNS of 8.8.8.8
15. The DC was checked as were the Event Logs

Nothing seems to be working, I seriously doubt that this is a printer (MFP) issue at this point because multiple MFP's are not scanning. I am not sure where else to look. Would a call to Microsoft be advisable?

Running a Trace route provides similar paths and termination points as well.

Answer 1

Hello Bryan,

Thank you for your question and for reaching out with your question today.

Based on the information you've provided, it seems that you have already performed several troubleshooting steps to address the scanning issue with the Sharp MFPs. Since you have covered various aspects such as network settings, DNS, firmware, drivers, and email-related checks, it's possible that the issue might lie elsewhere.

Considering the efforts you've made, it could be worth contacting Microsoft for further assistance. Microsoft support can provide more in-depth troubleshooting specifically related to your Microsoft Exchange Server and Active Directory environment, which may help identify any underlying issues causing the problem.

Before reaching out to Microsoft, gather all relevant information about your environment, including server configurations, error messages (if any), and details about the non-functioning MFPs. This will help Microsoft support better understand your situation and provide appropriate guidance or solutions.

In the meantime, you may want to consider a few additional steps:

1. Verify network connectivity: Ensure that there are no network issues between the MFPs and the Exchange Server. Check if there are any firewalls, routers, or switches that might be blocking the communication.
2. Review email server settings: Double-check the email server settings on the MFPs, such as SMTP server address, authentication credentials, and encryption settings. Confirm that they match the requirements of your Exchange Server.
3. Test scanning from a different device: Try using a different device, such as a computer or laptop, to initiate a scan from one of the non-functioning MFPs. This can help determine if the problem is specific to the MFPs or if it's related to the scanning configuration or server-side settings.
4. Review email size restrictions: Ensure that there are no size restrictions or limitations on email attachments set up on your Exchange Server or any filtering devices that could be affecting the scanning process.
5. Check event logs: Monitor the event logs on the Exchange Server and the MFPs for any error messages or warnings that might provide additional insights into the issue.

I used AI provided by ChatGPT to formulate part of this response. I have verified that the information is accurate before sharing it with you.

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