Print and Scan for Dropbox App Authorization Failure

[XAG Admin · Accepted solution]

Hello, Rick. 

Thank you so much for your willingness to help us troubleshoot this issue. 

I was able to reproduce the 'printer not authorized' error here by using the # in my account password, as you found.  I have entered a defect for the App Gallery Dev. to work from to correct this issue.  I also tested all of the Special Charachters and the # symbol was the only one that generated this error. 

I will look into the item that you mention regarding the App Studio keyboard not including special characters as well.  If needed, I will entered a separate defect for this. 

Thanks again!

[RickAXCETF-AA]

1) Could you please recreate the error one more time and share the date/time that the error was generated? We have added more logging and would like to check if any additional information is being captured in our server logs.

I recreated the error on March 3, 2017 at 3:35pm CST.

2) Could you verify if there are any special characters (* : ^ | < > / \\) in the folder names? Folder names that include special characters could cause the folders to not display and may result in errors at the printer UI.

There are no special characters in the folder names.

3) Could you create a new folder in your Dropbox account and log in again? Does the error still occur?

I created a new folder. The error still occurs.

4) Could you rename an existing folder in your Dropbox account and log in again? Does the error still occur?

I renamed an existing folder. The error still occurs.

5) Lastly, do you have an App Studio account?  YES If not, please ignore this last request.

If yes, could you create a Print OR Scan for Dropbox app and install it on the same devices. Do you see an error here as well?

I created a "ConnectKey Scan to Dropbox" app from within App Studio. I installed it on the same Xerox 7855. At the UI I entered my email address. I then proceeded to enter my password, which includes a #, and noticed there was no # available on the keyboard.

I then changed my Dropbox password, excluding special characters. I was then able to login successfully to the Print and Scan for DropBox (APP GALLERY version).  So, it appears that having a special character (at least a #) in the password caused the error.

It would be interesting to know, through your testing, if it is only the # character that causes the error, or is it ANY special character that causes the error?

[XAG Admin]

Hi, Rick. 

Thank you for sharing the information. 

We are looking into this from this side.  

I have a couple things that you could try, when time allows.

1) Could you please recreate the error one more time and share the date/time that the error was generated?  We have added more logging and would like to check if any additional information is being captured in our server logs. 

2) Could you verify if there are any special characters (* : ^ | < > /  \\) in the folder names?  Folder names that include special characters could cause the folders to not display and may result in errors at the printer UI. 

3) Could you create a new folder in your Dropbox account and log in again?  Does the error still occur?

4) Could you rename an existing folder in your Dropbox account and log in again?  Does the error still occur?

5) Lastly, do you have an App Studio account?  If not, please ignore this last request.

If yes, could you create a Print OR Scan for Dropbox app and install it on the same devices.  Do you see an error here as well?

Thank you for your willingness to help investigate! 

[RickAXCETF-AA]

Are you using a Dropbox for Business account? 

It is not a Dropbox for Business Account

Is this issue specific to this device/software version?  Have you installed the app on other devices and they're generating the same error?

The issue also occurred on a WC6655 installation I recently did.

[XAG Admin]

Hi, Rick.

Are you using a Dropbox for Business account? 

Is this issue specific to this device/software version?  Have you installed the app on other devices and they're generating the same error?

Thanks!

[RickAXCETF-AA]

1) Reboot the device and then re-try logging in to your account.

Did not help.

2) If the reboot does not help, please uninstall / reinstall the app and try your account again.

Did not help

[XAG Admin]

Hi, Rick. 

Could you try the following, please? 

1) Reboot the device and then re-try logging in to your account. 

2) If the reboot does not help, please uninstall / reinstall the app and try your account again.  

Please let us know if either of the two options helped.  If not, we can investigate further. 

Thanks!

[RickAXCETF-AA]

I installed Print and Scan for DropBox from the App Gallery to a Xerox 7855 FW 073.040.126.28110. I select the app on the 7855 UI, login to the app, select "Scan To" and am presented with this message on the UI, "Printer is not authorized to use this application. Please re-install the application."  I get the same message when I select "Print From"

App Gallery is up to date, Two-step verification is disabled in my DropBox security settings, and the App "XeroxConnectkeyforCloud1_0" is successfully linked to my DropBox account with "Full Access". I had a co-worker login with their DropBox account and it was successful.

Can anyone provide some guidance?