Problem Information Form:

Scab to Email, SMB/FTP

Problem Information Form

Scan to Email, SMB/FTP (for GW MFPs)
1. Summarize the issue:
Customer
Country or region
Affected models
Brief description of the issue
Occurrence conditions
Occurrence rate
2. Describe the client:
If the issue occurs on a PDF file created by the MFPs scanner:
Application's name/version to open
the PDF
If Scan to Email transmission fails:
SMTP servers OS/SPs, 32bit or
64bit
IP address/host name
If Scan to SMB/FTP transmission fails:
The destinations OS/SPs, 32bit or
64bit
IP address/host name
Access permissions for the target
folder
If an LDAP search for the destination fails:
LDAP servers OS/SPs, 32bit or
64bit
IP address/host name
3. Reproduction:
Status of the affected job as
shown in the Scanner Journal
(User Tools > Scanner Features >
General Settings)
Message on the operation panel
Step-by-step reproduction
procedure
4. Describe what you have tried so far:
Suggestions:
- Destination can/cant be pinged from the SMTP server, etc.
- Results of sending emails from other computers using the same SMTP server
- Connection Test fails/succeeds
- Account/Permissions: device and destination
- Results of scanning to other destinations
- Possibly applicable bug reports or FAQs

5. Check the file attached to your email, Techmail etc. and specify the file name:
Item
Attached (file name)

Problem Information Form: Scan-to-Email, SMB/FTP page 1

Problem Information Form:

Scab to Email, SMB/FTP

Device settings

Mmesg and
other logs

Scan of Config Page (or Print Summary=Printer SP

1-004-001, if Printer Bit Switch settings are
necessary)
Scan of SMC sheets (=System SP 5-990-1)
-12S and earlier models:
Logs obtained by Rlogtool ver3.0.0.x or later
using the Scanner button (1 Zip file)
If possible, get both an OK case and an NG case.

-12A and later models:

Controller, engine, or operation panel Logs
obtained by using the Log-storing feature
(Operation panel log cannot be obtained from models with
a four-line LCD)

Network info

Network packet capture

If possible, get both an OK case and an NG case.
Note: The mmesg logs and network packet captures must
be taken simultaneously.

Client info

A diagram of the network environment

RsInfo of the Client/Server (if Windows) (use
"Compress to archive" function and send
created RsiResult.exe)

Might be required depending on the case:

Job info

Item
Document original
Scanned results (OK and NG)

Any other
relevant files
Your name
Date of completion of this form
Thank you.
Ver.20140728 created by RCL

Problem Information Form: Scan-to-Email, SMB/FTP page 2

Attached (file name)