Add Me button during Scan to Email missing after firmware upgrade

[tc11]

Thanks Joe for all the feedback and information. We'll follow up with our local Xerox engineer contact on this. When scanning to email, it definitely is pulling my SSO email address to the From and ReplyTo area, just not the Add Me (To) section it looks like. I'll update this post when we get to the bottom of it.

[Joe Arseneau]

Assuming Papercut knows your email address, you could set SMTP Auth to Logged in user and it would try to send the email with your credentials. But in this case where you have disabled personalization, it would fail because it would be sending from NoReply@RandomCo.com but using tc11@RandomCo.com's credentials.

AltaLink 1.5 (The ones that start with 101) do not have limitations on Clone files, you can pull one from any device of any configuration/firmware. You could make a clone of it as is, then install one from the previous firmware devices just to see if it glitched the upgrade.

Papercut does indeed have issues in the 101 releases, I have a cohort in Belgium that has a ticket open with them (Papercut) because the AltaLink devices for some reason will automagically use the from address of the user (within papercut) to authenticate the email, and it shouldn't clearly. Papercut has that in their system as support ticket #870054 I have no idea what is in the ticket since I don't have login credentials to their site (I don't do their support and am not a customer of theirs) But oddly, that seems to be the opposite of your problem (You want it to know your email, they have it using your email even when unwanted), but maybe it isn't, I can't know without digging into it, and I can't do that as I can't replicate it.

Long story short, you will probably need to create a 2nd level escalation with Xerox, supply clones of your Working and not working device for comparison and a config sheet from both. They can then work with Papercut (Engineering will, not 2nd level) to figure it out and figure out who is to blame, get it fixed and deliver the workaround/fix in a patch (Papercut) firmware (Xerox) or workaround (Either one)

[tc11]

This is the verbiage from PaperCut that speaks to SSO just as a fyi.

[tc11]

Forgot to add Joe that we use PaperCut and their authentication with a swipe card or manually logging in. We can still swipe in with the card or manually log in to the copier without issue. We have over 300 copiers (mostly Xerox) set up this way in our environment. I'm wondering now if the device might have lost the connection if you will that recognizes that someone is logged into the device. PaperCut considers this a Xerox issue of course. Is there any way that you know of to tell for sure if the device is recognizing that someone is logged in that can pass through the email address?

[Joe Arseneau]

In order to use Add Me the printer has to know who you are.

Since you don't have the Add me option, and you don't have the Network address book, it is pretty clear it doesn't have network authentication setup, or LDAP, so it can't display either one.

As for the 100. firmwares having it, my test one doesn't with personalization disabled either, not sure why yours would be broken, since you say it is disabled, and the point of the feature is to pull and use your information when using the machine, specifically your email address. If you don't have an email that can be used by the Add Me option, the Me in the statement would be the printers From Address, which in any office environment would typically be a garbage Noreply@RandomCo.com account

[tc11]

I also checked a copier that hasn't been updated yet (C8035). It has the Personalization User Profile disabled but the Add Me button still appears when emailing. We typically disable that option actually.

[tc11]

Thanks Joe. That personalization setting was disabled but after enabling it and restarting the copier, I still only see these 2 options. Any other ideas on possibilities here?

[Joe Arseneau]

Personalization seems to have been disabled when they updated, it is very much there by default on mine

But.. If you disable this EWS > Properties > Login/Permissions/Accounting > Login Methods

You lose it

[tc11]

We recently upgraded a couple of our AltaLink C8035's to firmware version 101.001.009.00300 from 100.001.038.10200. Afterwards, we received some user feedback that the Add Me button was no longer there when they were doing Scan to Email. We've gone through every setting screen we can think of and don't see any way to re-enable this.

Anyone by chance seeing the same issue or know if this might be a bug? I read through all of the recent release notes as well and didn't see any mention of something related to this. We realize we can enable "Auto Add Me" or "Only Send to Self" but that isn't ideal to our user base. Thanks!