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Xerox Employee
Posts: 11
Registered: ‎04-26-2016

Xerox App Gallery: Connection Error: An error occurred while trying to connect to the remote server.

I am encountering an error when attempting to open the Xerox App Gallery app on a VersaLink device. See attachment.

I captured a network trace of all traffic to and from the VersaLink B405 during problem replication. See attachment.

This was escalated to me as a SPAR from a field analyst who is having the issue on their demo room VersaLink C405. (CQGbl01225779)

Is this an app issue or a Xerox VersaLink issue?

 

Highlighted
Xerox Employee
Posts: 267
Registered: ‎05-10-2013

Re: Xerox App Gallery: Connection Error: An error occurred while trying to connect to the remote ser

Hello. 

 

Thank you for your message. 

 

This looks like it is a real connection issue. Can the Analyst connect to any of the Cloud apps (Scan and Print for OneDrive) from this device?

 

Could you ask the  Analyst to verify that the device Proxy is set in both of the required locations?

1) Connectivity -> HTTP....  go to the Proxy Server section to verify the setting. 

2) Apps -> EIP Settings....   the "Use Device Proxy Server" setting needs to be manually set to the same Proxy.

 

If this does not resolve the App Connection issue, please let me know.  I will investigate further. 

 

Just an additional note: 

They may also want to update their Certificate.  There is an updated certificate bundle located here: https://appstudio.external.xerox.com/app_studio/certs/XeroxSolutions-CertificateBundle.p7b

 

They can just download the bundle and go to System -> Security and install the certificates from there. 

 

Thank you, 

XAS Moderator

Xerox Employee
Posts: 11
Registered: ‎04-26-2016

Re: Xerox App Gallery: Connection Error: An error occurred while trying to connect to the remote ser

I can recreate th eproblem on my lab device.

 

I have made sure these are set properly:

1) Connectivity -> HTTP....  go to the Proxy Server section to verify the setting. 

2) Apps -> EIP Settings....   the "Use Device Proxy Server" setting needs to be manually set to the same Proxy.

 

@PrintbyXerox app behaves the same way.

 

Where exactly would I upload the certs? On the Xerox MFD?

 

Xerox Employee
Posts: 11
Registered: ‎04-26-2016

Re: Xerox App Gallery: Connection Error: An error occurred while trying to connect to the remote ser

I captured a second network trace from a lab C405 that opens properly (attached).

 

The "bad" network trace shows the device attempting to go to IP address 134.213.169.45. And in the "bad" trace, it doesn't even get to the point where it checks the validity of a certificate.

 

In the "good" trace, the device attempting to go to IP address  13.121.1.242.

Xerox Employee
Posts: 11
Registered: ‎04-26-2016

Re: Xerox App Gallery: Connection Error: An error occurred while trying to connect to the remote ser

I tried installing the updated certs on the B450. Problem still occurs.

Analyst Nation Moderator
Posts: 5,914
Registered: ‎11-25-2013

Re: Xerox App Gallery: Connection Error: An error occurred while trying to connect to the remote ser

Be advised, the following is just something to try, as it fixes similar yet unrelated comm errors in other things (email in particular, but it is an easy thing to try, and maybe it will get you up and running, if it doesn't work, the people you are working with here can keep going with it)

 

On the one that doesn't work, do this

 

1.JPG

 

2.JPG

 

3.JPG

 

4.JPG

 

 

Please be sure to select "Accept Solution" and or select the thumbs up icon to enter Kudos for posts that resolve your issues. Your feedback counts!

Joe.
Technical Escalation User
Posts: 1
Registered: ‎02-13-2018

Re: Xerox App Gallery: Connection Error: An error occurred while trying to connect to the remote ser

Anyone have a deeper solution to this?. I've tried everything listed here but the problem persists.

Xerox Employee
Posts: 267
Registered: ‎05-10-2013

Re: Xerox App Gallery: Connection Error: An error occurred while trying to connect to the remote ser

Hello, James. 

 

The issue in the original case documented here was actually the Proxy.  Setting the Proxy on the EIP screen resolved the issue. 

 

Here is a list of items to check if a Connection error occurs: 

1) If your site uses a Proxy, please be sure that it is set in both of the following locations: 

 Connectivity -> HTTP....  go to the Proxy Server section to verify the setting. 

Apps -> EIP Settings....   the "Use Device Proxy Server" setting needs to be manually set to the same Proxy.

 

If you are using Wi-Fi, the set up might slightly different, but the proxy should still be set in the two locations noted above. 

 

2) Check the DNS settings on the device.  

Go to Connectivity
Select Ethernet

Scroll to the bottom and click the Edit button in the DNS section

On the popup, if the Generate Domain Search List Automatically is turned off, you can manually enter your DNS servers in the entry fields provided.  

Select OK to save the entry. 

 

3) Are the IPv4 and/or IPv6 settings on/configured correctly?

 

4) Do all apps on the device generate a connection error?  Or is this error specific to the App Gallery?  Try launching the Print and Scan to Google Drive app.  Does it generate a connection error or can you successfully navigate to the login screen?

 

Can you scan the Config report for the device and share it, please?  I'll take a look to see if anything stands out as a potential problem. 

 

Thanks, 

XAS Moderator.