# IMAGE SEND PROBLEMS

## Overview

If you are unable to solve a problem using the solutions in this manual, press the [POWER] button and then turn the main power switch to the ""position. Wait at least 10 seconds and then turn the main power switch to the ""position. After the main power indicator changes from flashing green to the lit up state, press the [POWER] button.
When the background colour of the job management display at the upper right corner of the touch panel is not grey, do not switch off the main power switch or unplug the power plug. This may damage the hard drive or cause the data being stored or received to be lost.

Problem | Point to check | Solution
--- | --- | ---
###### TRANSMISSION DOES NOT TAKE PLACE | Did you select the correct destination? Is the correct information (e-mail address or FTP server information) stored for that destination? | Make sure that the correct information is stored for the destination and that the destination is correctly selected. If delivery by e-mail (Scan to E-mail) is unsuccessful, an error message such as "Undelivered Message" may be sent to the designated administrator's e-mail address. This information may help you determine the cause of the problem.
Does the image file exceed the e-mail attachment limit set in the setting mode (administrator)? | Check with your administrator. If your administrator has set a limit on the size of transmitted files, a file that exceeds the limit cannot be transmitted.
Did the image file exceed the file attachment size limit of your mail server? (When Scan to E-mail is used) | Reduce the size of the file attachment (reduce the number of pages to scan) for one e-mail transmission. The size of the file can also be reduced by scanning using a lower resolution setting. Ask your mail server administrator (or Internet service provider, etc.) what the file size limit is for one e-mail transmission.
Has the folder on the destination computer been set as a shared folder so that files can be sent to it? (When using Scan to Network Folder) | If the destination folder is not configured as a shared folder, select "share" in the folder properties. If the folder was moved or otherwise changed, the "share" setting may have been cancelled.
Is [IPsec Settings] enabled on the machine? (When using Scan to Network Folder) | Check with your administrator. When [IPsec Settings] is enabled in the setting mode, scanning to a shared folder may not be possible in your PC environment. => "Setting mode (administrator)" → [Security Settings] → [IPsec Settings]
Did you place a long original on the document glass when it was scanned? | Place the original in the document feeder tray of the automatic document feeder. A long original cannot be scanned from the document glass.
Did you place an original that is folded? | Following the instructions in the display, unfold the original, place it in the automatic document feeder again, and re-scan it. If a folded original is placed in the automatic document feeder, an error will occur and scanning will be cancelled when the actual original size is detected during scanning.
###### AN ADDRESS CANNOT BE SPECIFIED | Have functions been disabled by the administrator? | Check with your administrator. Some functions may have been disabled in the setting mode. When user authentication is enabled, the functions that you can use may be restricted in your user settings.
###### MODE CANNOT BE SELECTED | Have functions been disabled by the administrator? | Check with your administrator. Some functions may have been disabled in the setting mode. When user authentication is enabled, the functions that you can use may be restricted in your user settings.
###### AUTO SELECTION OF COLOUR MODE DOES NOT TAKE PLACE CORRECTLY | Are you scanning one of the following types of originals? ###### When Black & White cannot be selected: Are there colours or colouring in the paper? ###### When Colour cannot be selected: Is the colour in the original very light? Is the colour in the original very dark, almost black? Is only a very small area of the original coloured? | Specify the colour mode manually. When the colour mode is set to [Auto], the machine detects whether the original is black and white or colour when the [Start] key is tapped; however, in the cases as shown on the left, automatic detection may not give the correct result.
###### THE RECEIVED IMAGE FILE CANNOT BE OPENED | Does the viewer program used by the recipient support the format of the received image data? | Use a software program that is capable of opening the selected file type and compression mode. The recipient may be able to open the file if you change the file type and compression mode selected at the time of transmission.
Does a message appear prompting you to enter your password? | The received file is an encrypted PDF file. Ask the sender for the password, or have the image sent again in a non-encrypted format.
###### TRANSMISSION TAKES A LONG TIME | Is the resolution setting appropriate at the time of scanning? | Select resolution and data compression settings that are suited to the purpose of transmission. To create image data that is balanced in terms of resolution and file size, pay attention to the following points: Resolution settings: The default resolution setting is [200x200dpi] in "E-mail", "FTP", "Network Folder", and "Scan to External Memory Device". If the original does not contain a halftone image such as a photo or illustration, scanning at the default resolution will create a more practical and useful image. Exercise caution in this case as a larger file will be created than when the default setting is used.
###### A DESTINATION IS PRE-SELECTED | Is [Default Address Setting] enabled in the setting mode? | If you wish to send to a destination other than the default destination, tap the [Cancel] key. If you are the administrator and wish to change or disable the default destination, change the settings as appropriate in [Default Address Setting]. => "Setting mode (administrator)" → [System Settings] → [Image Send Settings] → [Scan Settings] → [Default Address] → [Default Address Setting]
###### CANNOT WRITE TO THE USB MEMORY DEVICE (WHEN USING USB MEMORY SCAN) | Is the connected USB device recognized correctly? | Use [USB-Device Check] in the setting mode to check whether or not the device is recognized. => "Setting mode" → [System Settings] → [USB-Device Check] If it is not recognized, connect it once again.
###### THE SCANNED IMAGE IS CLIPPED | Is the original scan size setting smaller than the actual original size? | Set the scan size to the actual original size. If you have intentionally set a size that is smaller than the actual original size, place the original considering the reference placement position for the selected scan size. For example, when scanning an A4 (8-1/2" × 11") original using a B5 (5-1/2" × 8-1/2") setting on the document glass, align the original using the document glass scale at the left edge to fit the area you wish to scan into the B5 (5-1/2" × 8-1/2") scanning area. DOCUMENT GLASS
###### THE QUALITY OF THE SCANNED IMAGE IS POOR | Is the original printed matter such as a book or magazine? | To reduce the moiré effect, take the following procedure: When the original is printed matter, vertical patterns (moiré may occur. Select [Others] → [Sharpness] in the Base Screen and soften the edges of image to reduce the moirEeffect (only in "E-mail", "FTP", "Network Folder", and "Scan to External Memory Device"). It may also be possible to reduce the moirEeffect by changing the resolution setting or shifting the original (or changing its angle) slightly on the document glass.
When scanning a colour or greyscale original, is the colour mode set to [Mono2]? | Setting the colour mode to [Mono2] replaces the colours in the original with either black or white. This is suitable for text-only originals; however, for originals that contain illustrations, it is best to set the colour mode to [Full Colour] or to [Auto] → [Greyscale] before scanning the original.
Is a destination included that has [TIFF-S] selected for the format? | If you wish to send an image scanned at high resolution to destinations for "E-mail", "FTP", and "Network Folder", send the image to scanner separately. When a broadcast transmission is performed that includes both destinations for "E-mail", "FTP", and "Network Folder" destinations that have [TIFF-S] selected for the format, the resolution will remain fixed at [200x200dpi] even if a different resolution setting is selected.
###### THE SCANNED IMAGE IS BLANK | Is the original placed face up or face down correctly? | Place the original again in the correct orientation, and resend. When using the document glass, the original must be placed face down. When using the automatic document feeder, the original must be placed face up.
###### JPEG WAS SELECTED FOR THE FILE TYPE BUT THE FILE WAS CREATED AS A TIFF FILE | Did you select [Mono2] in colour mode? | Change the colour mode to [Full Colour] or [Greyscale], and then tap the [Start] key. When [JPEG] is selected for the file type and the image is scanned in Mono2, the file will be created as a TIFF file.
###### A ONE-TOUCH INDIVIDUAL KEY OR GROUP KEY CANNOT BE STORED | Has the maximum number of keys been stored? | Adjust the number of stored keys. Delete one-touch keys and group keys that are not being used.
Have functions been disabled by the administrator? | Check with your administrator. Some functions may have been disabled in the setting mode (administrator).
###### A ONE-TOUCH INDIVIDUAL KEY OR GROUP KEY CANNOT BE EDITED OR DELETED ######  | If the key is an individual key, is the key included in a group? | Remove the key from the group and then edit or delete the key. (If the key is included in multiple groups, it must be removed from all groups.) => [Call Program] → [Delete] in the action panel for each mode If the key is included in multiple group keys, print the Group List in [Sending Address List] in the setting mode. The list will show where the key is stored. => "Setting mode" → [System Settings] → [List Print (User)] → [Sending Address List] → [Group List]
Is the key being used in a reserved transmission or a transmission in progress? | Wait until the transmission is finished or cancel the reserved transmission and then edit or delete the key.
Is the key included in a program key? | Remove the key from the program and then edit or delete the key. (If the key is included in multiple programs, it must be removed from all programs.) => [Call Program] → [Delete] in the action panel for each mode
Have functions been disabled by the administrator? | Check with your administrator. Some functions may have been disabled in the setting mode.
Has your administrator enabled a function that prevents editing/deleting? | Check with your administrator. If your administrator has enabled settings such as [Default Address Setting] and [Inbound Routing Settings], keys cannot be edited or removed.

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