Xerox Workcentre 6505 DN doesn't scan from PC - it used to work fine

[BartDG]

This is the last response I'll give regarding this:

If I literally state: " I don't mean to threaten...", I mean just that: no threat.  Can I make it any clearer?

What timeframe  would you have considered to be "more reasonable" then?  Two weeks?  A month?  Or maybe a year because I've made the stupid mistake of waiting that long before reporting it?  (even though it took me that long to find out ESET was the reason of the problem)

No thanks, I don't wish to wait that long, which is my full right as a customer, no?

For me the problem is solved.  I do not wish to return as an ESET customer.  To others that do, I wish them all the best.

[rvw]

Hi BartDG,

1. On Tuesday 10/6 at 3:40 PM you wrote: "I will wait until the end of the week. If by then there is no satisfactory solution, I will have to draw my conclusions.  (I don't mean to threathen, but you understand what I mean...)

That sounded like a threat. Forgive me if it wasn't.

So once again for the record you''ve been working like this for over a year and then you want us to solve your problem in merely 3 days.

2. Today 10/12 we wrote if you start threathening we will have to close the case. We don't want to. On the contrary. We are here to help. That is why we also added we will go the extra mile: we *want* to help you and we *want* to solve your problem. We love helping customers. But if customers don't allow us to do so they leave us very little option but to close the case.

3. To those Xerox owners who experience the same problem I can only say please get in touch. We will be happy to assist you and solve the matter.

BartDG, I prefer not to reply any further on this forum. If there is anything we can do for you please get in touch. If you can still provide us with the requested log files I will be happy to reopen the ticket and look for a solution for you.

[BartDG]

I indeed asked for support on 10/2.  I got word back on 10/4 and sent the requested logs on 10/5.  I got word back on 10/6 that they had to escalate this to a higher chain and that that would normally take two days.  This asked for a little more of my patience. This was on Monday.  I said no problem and gave them until the end of the week (6 days) because otherwise I would have to take other measures, meaning I would have to swap anti virus brands.  (can you blame me for losing trust in a product that acts like the very thing it is supposed to prevent??)

This morning I received a reply, stating that if I continued "threatening" (yes, those exact words! Simply for saying I would only wait for one week!) the customer support they would "close the case immedately". (who's threatening here?)  If not, they would go "very far" in their effort to help me. 

They also sent a CC of the mail they received from ESET HQ in which they stated that I probably changed some setting, resulting in the aforementioned behaviour.  (which I did not, I clearly stated that I completely re-installed the anti virus from scratch after deleting it first)  In other words: it was my own fault.

I've never in my life received such a reply from any customer service.  If you ask me, they don't have to go "very far", they already went over the edge.  I do not wish to give my money to a company with such a rude customer service, and I regret being one of their customers for more than 10 years.

There was also no real reason for this public post by the customer service person.  I never made any public statements about this and would have left it at that.  But since they chose to attack me publicly, I believe I'm entitled to defend myself.

Oh, and indeed, yesterday I got rid of ESET and installed Kaspersky instead.  Everything now works just fine.  So Xerox owners who experience the same problem (and I know there are several because I found several other cases on this forum): you know what to do.

[rvw]

We received a support request from the customer on Friday evening 10/2 at 9:48 PM.

We asked for log files on Sunday evening 10/3 at 10:21 PM.

We received those log files from the customer on Monday 10/4.

We exchanged some emails and were told by the customer we had to reply before Friday 10/9 or he would install another antivirus software. A strange statement if you consider he has been "working like this for over a year now".

We analyzed the problem and asked for additional log files on Monday 10/12.

We also informed the customer edevmon.sys is a driver responsible for device control. If the customer changed the settings, the scanner device could be blocked and printer device not, even if they are part of one hardware. We wanted to check the settings and Device control logs to be able to say more. Hence the question for additional log files. We also suggested to try to test the new version 9 of ESET Smart Security on this machine which is due to be released at the end of the month.

Customer told us he kept his promise and installed another antivirus.

We regret we can't help the customer if we are not given the opportunity to help.

[BartDG]

Thanks Joe. ! I hope I'll be hearing from Xerox soon.  In the meantime, I'll contact ESET as well.  See what they have to say about this.  If they don't respond in the manner I'm expecting, then I know what I'll have to do: get rid of ESET and start using a different anti-virus program. 

BTW, this was also the reason why I did work on my Windows 7 laptop probably: on that laptop, I use Bitdefender for anti-virus.

Thank you!

[Joe Arseneau · Accepted solution]

I am with Xerox, consider us notified. I will forward this info to the developers.

[BartDG · Accepted solution]

OK, so that IS the problem.  I deleted all the drivers AND uninstalled my ESET anti virus. 

I then re-installed the Windows 8.1 x64 xerox scan drivers.  Didn't work!!  In the device manager, it's listed as an "unknown device".  I says something is wrong with the installation of the driver and it cannot continue.  No amount of trying or pointing to the drivers worked!!

Then I got the idea of using the Xerox Windows 7 x64 scan driver.  THAT WORKED!!!  I can scan via TWAIN and WIA.  Me happy!!!!

But then I re-installed ESET Smart security, and from that moment on, it quit working again.  In the device manager, there is that ESET driver again blocking the access to the scanner driver. 

So now I know what the problem is, and how I can solve it.  I guess I'll contact ESET now and ask them what to do.  If somebody here knows a way of contacting Xerox about this, this might be interesting info for them to know as well...

[BartDG]

Thank you, I'll make sure to try, and I'll report back here.

Before I try and remove all this, I want to report something here: when I looked at the driver details, I see that the provider of the driver is mentioned as "ESET", this being the provider of my anti-virus program NOD32 (in the "smart security" suite).  The driver is also shown as "not digitally signed".  See below :

Could it be that my ESET anti virus is somehow blocking this driver??  Or at least getting in its way?  I've tried disabling the ESET firewall, but that did no good (obviously, because it happens for USB as well).  But I'm finding this VERY strange!

I'll try deleting all the drivers now, and before re-installing them, I'll try to completely disable my ESET anti-virus.  Maybe even uninstalling it and re-installing it back after.  (for this I'll obviously cut my PC from the internet first)

I'll report back here with the result...

[Joe Arseneau]

You can remove it in the Device manager.

Just look in the Imaging Devices , right click the Xerox driver and choose Properties. You may be able to just click uninstall, then reboot and install it again, but I would do the overkill and select Driver details and take note of each file and make sure they actually have been removed.

[BartDG]

The solution with the unsigned drivers did not seem to work.  So I tried the following:

The only other pc I have in the house is a Windows 7 x64 laptop.  I installed the Xerox scan drivers onto this machine too and tried it.  The result: it works flawlessly with Win7 x64, as I suspected.  So the Xerox machine itself is not at fault here, but I never really thought that.

I can now scan from my laptop and, via the LAN, save the scanned documents in the correct folder on my Win 8 machine, but that's hardly an optimal solution... 

Oh yes, this might be of interest too: I used to have an HP Photosmart C6180 all-in-one as well, also connected to my home network via LAN. The Xerox was actually the replacement of this device, since the HP was an inkjet and I wanted a laser printer. I remember that, when scanning from the Win 8 machine, when both the Xerox and the HP were still installed, I could choose which device I wanted to use for scanning. When I chose the HP, it worked just as it was supposed to. When I chose the Xerox, it failed with the aforementioned error message, and it still does. I now no longer have the HP inkjet, I gave it to my dad because for his use it was a perfect fit.

All this for me is an indication this is probably a simple Xerox driver issue. But I have no idea how to solve it since re-installing the driver does not help.