02-08-2018 08:27 AM
This is to request support please on the following case that I expose below: In one of our clients, an App of the Studio App was installed, which was Scan to folder. it is generates an error on the screen and they are for two reasons:
1) It does not scan through the glass
2) By repeatedly hitting the Start button (green)
When this error occurs, it generates templates of .XST format and does not send the scanned document, this means that each time the error occurs it will create this "Garbage" template. Several procedures were done such as, reinstalling the app, and updating the firmware to a newer version and the result was the same.
Discarding also was scanned locally and it did not give any error.
Version Firmware: 073.060.197.28500
machine: WC 3655
app to install: Scan to Folder (app Studio)
02-08-2018 09:51 AM
Thank you for the message.
The generation of the .xst template file is an issue that we are aware of. We have a defect in the system that will address the cleanup of these files. As you have noted, these files are only created in cases where there is an error during the scan. There is a workaround for removing the unwanted files that can be used until we have this resolved. There are a couple ways to manually remove them: 1) the files can be removed from the device by selecting and deleting them from the Scan tab of the device CWIS or 2) from the Completed Jobs tab on the Job Status screen at the device.
I also have a thought that might help with the Scan to Folder error that the customer is experiencing (the root cause for the .xst file generation). I am going on an assumption that the customer is using a CK device. The CK device wants the username entered in a certain format. Could you have the user try placing a slash (/) in front of the username, please? Does the printer produce a printout following the scan failure? The printout should be titled something similar to “Workflow Scanning Confirmation Report”. If this printout exists, would you be able to tell me what error is being generated by the device? The error is in the upper right on the Confirmation Report. The error that is returned might help us pinpoint the cause of the error. Note: The device might be set to not print a report on failure and that's okay.
I think that the credential mismatch might be the reason why scanning from the glass is not working. I tried this in our lab. I removed the slash from the username and scanning did not work from either the glass or the feeder (From the feeder the page was pulled in and scanned, but was never sent to the repository.). Once the credentials were entered correctly, I was able to successfully scan to a shared folder from both the glass and from the feeder. The "Unexpected Error” that the customer experienced did not display on screen at the device during my test. So, it is very possible that the underlying cause may be something different. Please let me know if adding the slash to the username does not correct the issue and I'll continue to investigate.
I hope that this information is helpful. Please let me know if any additional questions/issues come up.