Workflow scanning issue on WC 7855 after firmware upgrade

[Joe Arseneau]

It requires a tech visit.

[malalo75]

"Forced Altboot no data backup"

Can I do this myself ?

[Joe Arseneau]

It is not a known or reported issue. If you want it reported to Engineering you would need to go through 2nd level support. They would need configuration sheets and try to replicate the issue. But I do not believe they will be able to, which would end with them wanting the machine wiped and setup manually.

The other choice is to downgrade to the older firmware on the other machine, but with that you would likely go back to the previous issue with color.

In my opinion I would skip the initial 2nd level support call and just go with the tech upgrade, have the tech do a "Forced Altboot no data backup" to the 072.040.145.05000 firmware then setup the machine again manually. Under no circumstance try and restore anything with a clone file, the only thing you could backup and restore would be the Address book, and or Xerox Standard Accounting, which would be done outside of the clone area in CWIS.

Realistically, I think just about every avenue available through support will end up with the device being wiped eventually, the plus would be, that once it is done, and working perfectly in the environment, you could then have the other one brought up with the same method to the same firmware, and once complete, you could then clone this one onto that one because they are the same model on the same firmware.

[malalo75]

Any ideas on this ?

[malalo75]

This makes no sense at all.

These tests were done, in this order :

- 1 blank page : goes through

- 1 page w/ content : goes through

- 5 pages w/ content : "Invalid access path"

- 25 blank pages : goes through

- 1 page w/ content : goes through

The scan report (when it fails) gives this path : "829\\urgent". With a double backslash.

That's not how it's setup in the parameters.

[malalo75]

Thank you Joe.

It was on a 072 firmware. The template showed and still shows "Multi-Page".

I changed it to "1 File Per Page", saved, then put it back to "Multi-Page" and saved again.

Tried another multi-page scan, and this time it went through. However, the scan was of blank pages (there's an automatic processing of files upon reception in the shared folder so I can't just send anything).

I will wait until we get proper documents to scan and send to that folder (should be today or tomorrow) and try again.

I'll post the results here.

[Joe Arseneau]

It depends on the upgrade, if the firmware was on something starting with 071 then it would need to have a tech upgrade it to anything that begins with 072. Specifically this would be called a "Forced Altboot no data backup, no clone"

This does a clean install and wipes absolutely all data from the device. So total setup would need to be redone when the tech goes. The only 2 things that could be backed up and restored without breaking things would be the Address book and the user accounts for Xerox Standard Accounting.

Now if it was on an 072 firmware and just had a regular update, then it should not have caused any scan issues, the only applicable setting that should cause your outcome is in the template as seen here.

*If* that option is set to single page, it will create (in your case) 10 individual pdf files, and in that case it will create a folder to put those scans in. And if that is the case it is entirely possible that the user account doing the scan has the ability to see into the share folder and put a file there, but not to create an additional folder and put a file in that.

That is going out on a limb admittedly, but it is the only 2 possibilities I can think of. And it is logically sound I think.

[malalo75]

Hello !

After contacting Xerox support about issues with colors in Excel it was suggested I upgrade the firmware on our WC 7855. So I did.

Since then, single pages can be scanned in Workflow scanning, however when we try to send an 18-page document, it fails, stating "Invalid path".

We have 4 templates, the issue occurs on all 4 of them.

The same template are on another 7855 where the firmware WAS NOT upgraded, and the 18-page document is scanned and sent successfully to the shared folder.

Any thoughts ?

Thanks,

Marc