Common Ricoh Scan-to-Email Errors & Solutions

Common Ricoh Scan-to-Email Errors & Solutions

1. “Connection to SMTP server failed”

Cause: Incorrect SMTP server address, port number, or network issues.
Fix:

• Verify the SMTP server address (e.g., smtp.office365.com, smtp.gmail.com).

• Check the port number (usually 587 for TLS, 465 for SSL).

• Confirm the device has internet access.

• Ensure DNS settings are correct.

2. “Authentication failed”

Cause: Incorrect email login or password.
Fix:

• Double-check the sender’s email address and password.

• Ensure the email account allows SMTP authentication.

• If using Gmail, ensure “Less secure apps access” is enabled or use App Password if 2FA is on.

• For Office365, use App Password if Multi-Factor Authentication is enabled.

3. “SSL/TLS error” or “Encryption settings mismatch”

Cause: Wrong encryption type or unsupported settings.
Fix:

• Go to Web Image Monitor (WIM) → Device Management → Email Settings.

• Set encryption to SSL or STARTTLS based on the email provider’s requirements.

• Update the firmware if the Ricoh model does not support modern encryption.

4. “Cannot find DNS server”

Cause: Network settings issue.
Fix:

• Check DNS server IP in the printer’s network settings (use 8.8.8.8 for Google DNS).

• Make sure gateway IP and subnet mask are correct.

• Confirm the printer is connected to the network (Ping test).

5. “Recipient’s address is invalid”

Cause: Mistyped or unsupported email address format.
Fix:

• Make sure the recipient email is valid (e.g., test@example.com).

• Avoid special characters or spaces.

• Check the address book entry (if used).

6. Email Not Sending / Stuck in Queue

Cause: SMTP service delay or misconfiguration.
Fix:

• Restart the Ricoh machine.

• Check SMTP timeout settings and increase the time if needed.

• Clear out pending emails or re-enter the job.

🛠️ General Troubleshooting Steps

1. Access Web Image Monitor (WIM):

   • Enter the printer IP in a web browser.

   • Navigate to Device Management > Configuration > Email Settings.

2. Check SMTP settings:

   • SMTP server address

   • Port number

   • Encryption (SSL/TLS/None)

   • Authentication (ON/OFF)

   • Sender’s email credentials

3. Perform a connection test:

   • In WIM, look for a “Test” or “Check Connection” button under email settings.

4. Check printer logs:

   • Use SP Mode or Admin settings to check error logs for scan-to-email.

5. Update firmware:

   • Outdated firmware may not support modern email security protocols.

📌 Tips

• For Gmail, use:

  • SMTP server: smtp.gmail.com

  • Port: 587 (TLS) or 465 (SSL)

  • Enable “App Password” if using 2FA.

• For Office365, use:

  • SMTP server: smtp.office365.com

  • Port: 587

  • Encryption: STARTTLS

  • Use App Password with 2FA.

• Always test the email account by logging into it from a browser.