Clean Hands App on Altalink B8055 with 103.008.030.3200 software

[BHX]

I have also experieced this same issue with the Clean Hands Reminder app and Altalink B and C8055 devices. After updating from version 101.008.x.x or 101.002.x.x to 103.00x.020.23120. Removing and reinstalling the app does not fix the issue. Talked to Xerox support who had me double check the DNS settings but there was no change there. Have also seen similar issue when running newer firmware on Versalink devices. Ended up removing the app from over 600 devices to fix. Same error with version 1.2 and 1.4 of this app. Need a fix because the client requested this on their devices.

[XAS-Moderator]

just to verify the device had another version of software and with that software the app was working? You did an upgrade and now the app stopped working? I will have to see if i have this version on any device and see if the app works.

[Denis]

Did the upgrade from the web page. Went back to unit and pulled a config sheet and there are the same 2 DNS and also the domain name is the same. I confirmed with another unit in same complex and both have matching DNS and domain name. Besides, their scan to email is working fine confirming this.

[XAS-Moderator]

When you upgraded did you do an altboot or any special upgrade? That message usually means DNS or another network setting is not set correct.y.

[Denis]

I should have added to previous post that the app was working on this unit when running 101.xxx.xxx software. I upgraded to the 103.xxx.xxx software for another issue. The unit doesn't use XSA or any type of accounting.

[Denis]

When the App is activated, the "Please Wait" shows and turns for a good 20 to 30 seconds then the next screen reads "App extension cannot load. Contact the app vendor. Device cannot contact the remote server. Return Home"

[XAS-Moderator]

does it do anything when you install it? Do you have a proxy on or authentication? Is there accounting on? The app works on Altalink so trying to see what it is doing for your device.

[Denis]

Clean Hands App on Altalink B8055 with 103.008.030.3200 software seem to be broken. The App will not load. Removing it and reinstalling it doesn't fix this issue. Is there a patch or fix to be added or simply not use this App on units with this software?