Appendix A: Troubleshooting - Multitech FaxFinder FF130 Administrator's Manual

Appendix A: Troubleshooting

The name server ping could also fail because the default gateway has been set
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incorrectly.
If the name server ping succeeds, then try to ping the mail server using its domain name.
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# ping mail.ourcompany.com
If you succeed in pinging the mail server by its IP address but yet it cannot be pinged via its
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domain name, then the name server is not functioning correctly.
If the mail server can be pinged neither by its domain name nor by its IP address, then
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consider item B below.
b. The mail server is not running or cannot be contacted from the FaxFinder unit.
Verify that the mail server is running by sending an email to yourself using your email software.
If you cannot send an email to yourself using your email software, then the mail server is
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not running and you should find out why.
If you can send an email to yourself using the email software, then there is a problem
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between your mail server and the FaxFinder unit. Contact Multi-Tech Technical Support on
our portal at https://support.multitech.com.
c. The client PC running the mail software cannot connect to the mail server.
If you, as a client, cannot send yourself an email, then contact your administrator; there may be
a problem with your mail server.
d. The administrator's email address may be missing or incorrect.
Check and add/correct the administrator's email address, as needed.
e. The email server does not support SMTP.
Use secure shell to contact the FaxFinder either at its IP address or name (if a name server is
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present) and specify the SMTP Port Number (25 is the common/standard port number, but
this number is configurable in the FaxFinder System Configuration | SMTP screen). Using
Telnet (IP address: port) to get to the SMTP server is the easiest method.
The email server should return a "Welcome" message.
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Type EHLO
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The email server should then return a listing of supported protocols and other information.
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If the email server does not respond with a 'Welcome' message, or, if it does not respond to
EHLO, then, either the email server does not support SMTP or the port number is wrong (that is,
the port number used in the telnet command does not match what was already specified in the
System Configuration | SMTP screen).
If the email server does not support SMTP, it will not inter-operate with any FaxFinder.
f. A discrepancy exists between FaxFinder System Configuration | SMTP settings and the email
server's User ID and/or Password requirements in establishing authentication with the
FaxFinder.
Some email servers require a User ID and Password and reject authentication if they have not
been provided. Other email servers do not require a User ID and Password and will reject
authentication if a User ID and Password are included.
Consult with your email server's administrator its User ID/Password requirements for
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authentication. Then configure the FaxFinder's System Configuration | SMTP accordingly.
96 FaxFinder Administrator User Guide