Problem: User can't scan to file over network

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Megan Burns

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Aug 19, 2013
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Hopefully someone may be able to give me some direction, since this has got me pulling my hair out.

I do IT for a small office environment, and all the users utilize a Ricoh MFP to scan and push the scanned file to a share folder on that user's computer over the network. One of the users had an unexpected shutdown, and since then she has not been able to use this feature. From what I could tell, the scanner is not able to communicate with the share folder and the scan jobs for her get stuck in the scanner's queue. All other users have no issue with scanning to their own share folder on their computer - just her.

I have verified that the folder has the proper permissions set up; I've tried creating another share folder somewhere on her machine; I've tried disabling the firewall and the antivirus; I've tried giving the scanner different log-on credentials (since it appears the scanner has to have actual user credentials to access the computer). Nothing that I have tried has gotten me any closer to an answer. I know that it has to do with her computer being locked down in some regard - she is the only user affected and there is another Ricoh MFP that we tested and it behaves the same way.

Does anybody have any more ideas? I'm running out of things to try!
 
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What version of Windows is your client machine running? Windows 7 requires some changes to the advanced network settings in order for the Ricoh machines to be able to access a shared folder on the computer.

If your client is Windows 7 Pro, try going to Network and Sharing Center > Advanced Network Settings. Turn on Network Discovery and File and Print Sharing. Turn on Sharing so anyone with network access can read and write files in the Public folders. Turn off password protected sharing.

On the Ricoh unit, specify the path to the computer's shared folder as \\{PC Name}\{Share Name} and give it a valid username (and password if needed).

Make sure your network connection type is correct for where you made your advanced network...
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Skippy27

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Nov 23, 2009
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I have not used that particular brand, but the one I have used required a small utility to be running on the desktop that actually made the connection. Without that running the software would not even recognize a scanner was connected. However, the way you worded it above it sounds like they walk up to the scanner, select scan to folder and then select the folder on their machine to scan to. If that is the case, have you tried to just reach the share on the user's computer with something other than the scanner using the same credentials? You could very well have a sharing issue, not a MFP issue.
 
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choucove

choucove

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May 13, 2011
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Often times when I have had network scanners like this start messing up it was an issue with the network configuration on the computer causing the trouble. After the sudden power outage, perhaps the IP address settings got changed and thus the settings the scanner has saved to try and access to that computer are no longer valid. It can't scan to the user's folder because the IP address it has no longer exists there or is the wrong computer.

I don't know for sure that that is your solution, but it's normally been one of the common issues I have come across with these network scanners.
 
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DerekVGH

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Jul 23, 2013
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What version of Windows is your client machine running? Windows 7 requires some changes to the advanced network settings in order for the Ricoh machines to be able to access a shared folder on the computer.

If your client is Windows 7 Pro, try going to Network and Sharing Center > Advanced Network Settings. Turn on Network Discovery and File and Print Sharing. Turn on Sharing so anyone with network access can read and write files in the Public folders. Turn off password protected sharing.

On the Ricoh unit, specify the path to the computer's shared folder as \\{PC Name}\{Share Name} and give it a valid username (and password if needed).

Make sure your network connection type is correct for where you made your advanced network settings changes - I've seen network connections get reset from Work to Public, which will change these settings.

Windows Firewall and antivirus programs will not usually block the connection, but if you have an internet security program, it can and often will. If so, make sure there is an exception defined to trust all traffic on the local network, or at least from the IP of the Ricoh device. I've seen AVG and Norton both block communication from a Ricoh unit to the computer.
 
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