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Agency Analyst
Posts: 36
Registered: ‎08-18-2011
Accepted Solution

Scan to Box not working for only one user

I'm not sure where to start troubleshooting this issue.  Multiple MFPs (All WC78xx running .73) at a college, no issues except for one user.  There IT says..

 

 have a user who can log in to the Box app and get to the “Print From”/”Scan To” buttons, but then nothing happens.  It times out with a “cannot connect to remote server” error.  This happens for his account on all MFPs, but then someone else can log in and use the Box app just fine.

 

Any advice is appreciated.

Xerox Employee
Posts: 177
Registered: ‎05-10-2013

Re: Scan to Box not working for only one user

Hello, Bryan.

 

I'm wondering if this might be a permissions issue with the user's access to the Box repository/folders that they are attempting to scan to or print from.  Can the user log in to their Box account using a PC browser and upload files to any of the folders that they are attempting to access through the app?  The IT folks that support this user should be able to check/change permissions for this user. 

 

Also, would you be able to share some additional infomation about the user that is having trouble with the Box App?  

 

Can you share the following details, please?

  - user's email address or UserID and

  - one serial number of a device that their attempt to print and scan to failed on and 

  - the last date/time that they attempted to print or scan

 

You can share this information to our Feedback Email (xerox.app.gallery.feedback@xerox.com).  We can start checking our logs for any errors. 

 

Thank you, 

XAS Moderator

Agency Analyst
Posts: 36
Registered: ‎08-18-2011

Re: Scan to Box not working for only one user

Thank you for taking the time to look at this.  I will get that information over to them shortly.

Xerox Employee
Posts: 177
Registered: ‎05-10-2013

Re: Scan to Box not working for only one user

Hello, Bryan. 

 

We have the additional information and we're looking in to it.

 

Thank you,

XAS Moderator

Agency Analyst
Posts: 36
Registered: ‎08-18-2011

Re: Scan to Box not working for only one user

Great to know you had that logged and found the folder on the user's box account that was causing the problem.  Thank you again!

Xerox Employee
Posts: 177
Registered: ‎05-10-2013

Re: Scan to Box not working for only one user

Hi, Bryan. 

 

You are welcome!  We are glad to help. 

 

Please let us know if you have any support questions in the future. 

Thank you, 

XAS Moderator