Hello there!!!

We have a customer that change the web provider, before they were earthlink.net now they are with sbcglobal.net

I replaced the Scan Board, because you cannot see it on the web browser, with a new board I'm able to scan to PC but, The problem is when trying to scan to email the machine displays "SMTP AUTHENTICATION ERROR" they have an IT girl that doesn't know what info goes in the Scanner Basic Settings, and I'm not an expertise connecting the scan to email utility.

Any suggestion are really welcome

Thanks guys and happy new year for all of you.

Call Sbcglobal.net, they have to release the port. Otherwise, there is no way you can scan to e-mail----authentification problem. Good luck, they (sbcglobal) will not help us here in DFW

SBCglobal is the problem. There is a work-around though.

Customer can install an email server on a user's PC that can forward the scan to SBCglobal. ArGoSoft makes a simple one that will do the trick for free, Mercury Mail is a more full-featured free email server. The SMTP server setting on the scanner NIC would be the hostname of the PC running the email server, and the email server software should be configured to relay email to SBCglobal's SMTP server.

Hate to take this slightly off-topic but, in the case above where the customer "had" a working system then decided to change providers, and it takes this true pain in the ass solution with argosoft (which really is marginal at best in my opinion) would you charge them to have to set all this back up again??

If I have to go to the customer and do this, absolutely yes. They get charged the hourly service rate for the time I spend there. It was the customer's own actions that caused the scanning to not work anymore. That and my dealership does charge for any software support that requires somebody to go there, starting at 90 days following a new install.

We give the 90 grace period figuring that nothing gets done exactly right during the initial install, and new users need some extra training. Learned the hard way that customers will demand free installation of print drivers and utilities on every new PC they buy for 5 years after the sale of a machine if you don't define a cut-off. Suddenly their IT staff learns how to follow directions by phone that way.

You definately have to stand your ground from the beginning about IT services. Typically we only include configuration of one scan connectivity type for one user and train the IT person (if they exist) while we set it up. If they want more than that or something changes down the road we charge them. We also provide general Networking support services, but charge an additional $20/hr for 'specialized' services if they aren't a regular networking customer.