App Gallery Custom Apps Will Not Install

[XAG Admin]

Hello. 

I have sent you a private message.  There is a test that I would like to try.  Please let me know your thoughts and we will go from there. 

Thank you! 

XAS Moderator

[jadams]

Did you have a moment to figure out if there is any availability for a remote session?

[XAG Admin]

Hello. 

Thank you for verifying the devices settings and sharing the console screen capture. 

Let me check calendars for availability next week.  I will send you a message privately with the meeting and WebEx information. 

Thanks again, 

XAS Moderator

[jadams]

- Checked proxy, should have had defaults settings and confirmed this is still the case.  I toggled the proxy off and back on.

- Confirmed that the DNS settings correct

- Confirmed that SNMP v1/2 are enabled.  Toggled V1/2 off then on and also toggled v3 on then off.

- I can install Connect for Box without issue via web browser

- I had the user previously test logging into the Xerox App Gallery and installing with no luck

- I was actually able to get one of two custom apps to install, now the other one won't even after re-toggling all proxy and SNMP settings and a device reboot

- Please refer to the following screenshot for the console question:

I would be open to joining a WebEx meeting, please let me know where and when.  Thank you.

[XAS-Moderator]

Hello. 

Thank you for having the end-user run an install test. 

Since the end-user test failed as well, this doesn't seem to be browser related.

Is there any chance that any of the device settings changed/reverted during the software upgrade?  Can you check the following settings, please?  

- Check that the Proxy settings are correct on the device

- Check that device DNS settings

- Check SNMP - v1/v2 are enabled.  Were you using a custom SNMP setting?  Did it revert back to the default setting?

Will any app install from the App Gallery web portal?  Can you try to install the Connect for Box app? 

Can you run the browser console while attempting to install the app?  This will, hopefully, capture any errors.  Here's how to run the console (it's easiest using Chrome): 

Click on the Customize button (the three vertical dots in the upper right). 

Select More Tools > Developer Tools, then retry the app install. If any errors occur, please capture a screen shot and share them here. 

Will the Scan to Email app install from the App Gallery App at the device.  You will need to run this test from the customer site, unless you have a local device that is failing as well. This will remove any connectivity issues between the browser and the device.  Here are the steps to install custom apps from the device: 

Launch the App Gallery App on the device. 

Log in with your App Gallery Channel Partner credentials. 

Select the My Apps tab. 

Locate the Scan to Email app and tap it.

Tap the Install button that displays in the App Details window. 

Agree to the terms. 

If the app failes to install, please capture and share any errors that display on the screen. 

If all of the above fail, please let me know if you would be willing to join a troubleshooting WebEx session next week.  I'd be happy to set up a meeting. 

Thank you, 

XAS Moderator

[jadams]

I had removed the old connector from Chrome and did a fresh install on Internet Explorer as well. We also had the end user log into the Xerox App Gallery and try to install directly on the machine and it will not take it still.

[XAG Admin]

Thank you for confirming my understanding. 

Can you check to be sure that the old Xerox Device Connector has been removed from your Chrome and Internet Explorer browsers?  If both the old and new connectors are installed, it could cause issues with app installs.  If you are unsure which device connector is install, check the extension details for the version.  The latest version is v5.1. 

When you have a chance, please let me know how the end-user test goes. 

Thanks again! 

XAS Moderator

[jadams]

That is correct, I just started having this issue. I checked the list of apps on the RUI and it is not showing there. I was planning on having an end-user log into the Xerox App Gallery with my creator account and installing the apps that way. They have not had a moment to test with me.

[XAG Admin]

Hello. 

Thank you for your message. 

I have tried installing new and old template apps on a couple B405 devices here.  I was not able to recreate the issue that you have described.  My apps installed successfully each time. I ran the test from both Windows 10 and Windows 7, using both Chrome and Internet Explorer.  

This issue just started happening for you?  It sounds like you have been able to installed apps in past on this same device, correct?

I'm curious, do you know if the app actually installs, even though the Web Portal indicates an error?  I have seen this behavior, intermittently, in the past.  Some times the VersaLink devices take a little while to respond with a message after a successful install.  The Web Portal will display an error because the device response takes too long.  If the app is in fact not installed, please let me know. 

I will continue to investigate this here. 

Thank you, 

XAS Moderator

[jadams]

I have a Versalink B405 running firmware 68.31.81.  I also installed the latest Xerox Device Connector in both Chrome and Internet Explorer.  I am able to add my device in my account and then I go to install the custom scan to email apps onto the device and it runs through the following process:

- Downloads to device

- Installs on device

- Starts to verify but then constantly spins until it errors out with a generic unknown error

I have rebooted the printer and tried installing through the latest versions of both Chrome and IE on a Windows 10 machines.  I have installed these types of apps on this B405 20+ times without issues so I am unsure what is causing the problem.  Additionally, these apps were created today so it shouldn't be a compatibility issue.  Any suggestions?