Customer has office 365 with port 25 and no authentication at all. They have 5330's, the new C8030 and all work fine with the exact same settings but different offices.
This machine is a 7830 Serial number MX1198057. When attempting to scan it says "one or more addresses are invalid, message did now send."
That is the from address, which means the device host ID is not added as an authorized sender in the Office365 relay server they are using. It is not a printer issueClick here
I updated the firmware from 72.010.004.09100 to new connect key firmware 73.010.075.34540 the highest level available. Tested email. Still same problem.This isn't even close to the latest, it is the General release from late 2015. 073.xxx.247.32400 is the latest and it is locatedhere.
The I.T. engineers tried getting help through xerox support and got turned away.
Xerox has one 2nd level log on this device in 2015 for a hardware issue with the finisher, never a software escalation. If they had spoken to us a newer firmware release would have been the first step, because then the printer could do a Network trace to prove beyond a doubt that the SMTP relay is refusing the job because they did not follow the directions in the relay setup to enable the device to use port 25 without authentication
Here is a list of what he has done.
I have worked extensively on this scan problem on the copier, and contacted Xerox support and Eric at Advanced Digital for a solution. - Updated the office365 relay connector to add the address for the location 98.212.144.2 - tested with an account without the exchange license, and it failed for type 1 office365 relay - failure was remote on teh office365 server. - tested with multiple methods to attach to the authorized relay server, without success. - problems noted were: after putting the info in, specifically the address hacc-net.mail.protection.outlook.com teting was conducted and and the copier responded with an immediate failure. "One or more of the addresses are invalid. No messages were sent". - I checked the firewall and there is no communication from the copier to Office365
The relay isn't the problem, other printers use it just fine, the problem is in the connector for this particular printer, which should be easy to prove by shutting down a working one and giving the not working one it's IP and hostname temporarily so that it uses the other working devices connector. There is also no need of the relay since Xerox firmware on all but the 5330 are fully capable of using the real server (smtp.office365.com on port 587 with STARTTLS)
Can I get a log id so they can call in for 2nd level support or does someone have an idea why it works all all the other xerox machines they have but not this one?
They need to call and get the log created for customer 2nd level support when they are able to troubleshoot, not before, or just re-open the log they had previously. This also isn't a Xerox sold device so they can't contact Xerox direct, they need to go through 1-800-835-6100, option 1, 1