VersaLink C405 & App Gallery App

[XAG Admin]

Hi, Phil.

That's great news!  

I'm glad that everything is working now. 

Thank you for the recap and reply with the solution for other folks to try! 

XAG Admin

[Phil_EFSL · Accepted solution]

Proxy was off in both locations.

I turned off HTTPS and added the DNS settings from my router (I didn't think these needed to be se on each device if they're set in the router/modem as I don't need to set DNS on individual PCs on the network)

Restarted and tried and hey presto it sprung into life so is now working.

So in summary, for anyone who needs to fix the same issue:

Set Proxy in Connectivity and in Apps EIS

Ensure security certificates are loaded

Set DNS

turn off HTTPS (not sure if this is necessary)

THanks for all your help.

[XAG Admin]

Hi Phil, 

If you do not require a proxy, the proxy will need to be turned off in both locations. Did you turn the proxy off in both places? 

CWIS > Connectivity > HTTP > Proxy Server should be toggled OFF

CWIS > Apps > EIP Settings > Use Device Proxy Server should be toggled OFF

Another thing to check are the DNS Settings. 

CWIS > Connectivity > Ethernet > Select Edit under the DNS section

These settings should be setup and correct for your location. 

You may need to restart the device again if you change either of these settings.

Also, if there is another app on your device (Print and Scan to Google Drive, OneDrive or Dropbox) try and launch one of those apps and let us know if those apps work or not. Or, if you have another device available to you it would be helpful to see if the Xerox App Gallery App works on that device.

Thanks!

XAG Admin

[Phil_EFSL]

When I checked, both the Trused Root and Intermediate Certificates screens were devoid of certificates.

After importing the certificates they then showed up.

I've made the changes suggested in EIP settings, including the one from the previous post re Proxy settings (since I dont use a proxy I set this to OFF).

After a reboot I still get the same error unfortunately.

Note: When I log into the CWIS page I always got a certificate error warning, and even after uploading the certificate pack I still get this error. I don't think its related, but thought I'd mention it in case...

[Phil_EFSL]

I was being dumb - I was looking on the device display not the CWIS

[Phil_EFSL]

Apologies for the delay in responding. I'd had a chat with support over the phone trying to solve an issue when printing via usb. They advised there was a known issue with App Galery and C405, so I let it slide and didn't check back here.

I don't use a proxy server in my set up, so on the connectivity option I set the proxy to OFF (Was ON with Automatic settings)

Also, there doesn't seem to be an option to set HTTP, only HTTPS (which is set to ON).

I may be being dumb, but I couldn't find the EIP option. On the home menu I don't have an Apps option, only the App galery, which didn't offer an EIS option. Under Device just above connectivity there is an apps menu item, but all that is available if I select that is Address Book/Email/Fax/Scan To. nothing top right or mentioning EIP. Am I looking in the wrong place?

I tried after the proxy setting change and a rebout but the same error.

[XAG Admin]

Paul and Jbowman. 

There is one other item that may generate the message and behavior that you are experiencing with the app. 

Please check to be sure that the Security Certificates are installed and Vertify Server Certificates is enabled. 

Here's how to check the Certificates: 

Using the device CWIS page

Log in as the device Admin

Select the System menu option

Select Security

Select the Security Certificates option

On the popup, select Trusted Root CA Certificates.  Certificates should display on the screen. 

Select Intermediate CA Certificates from the dropdown list.  Certificates should display on the screen for this options as well. 

If there aren't any certificates installed, please go here and download the certificate bundle:  

https://appstudio.external.xerox.com/app_studio/certs/XeroxSolutions-CertificateBundle.p7b

Now go back to the device CWIS page.  

On the Trusted Root CA Certificates screen, select the Import button

Click the Select button.  

Search for and select the certificate bundle that was just downloaded

Select the Import button

Certificates should now populate on both the Trused Root and Intermediate Certificates screens.

After the certificates are installed, select the Apps menu option

Select EIP Settings 

Enable the Vertify Server Certificates options

Now go back and try the App Gallery App at the device.  

Please let me know if the issue has not been resolved and the App is still displaying the error message.  We will continue to investigate the issue. 

Thank you!

[XAG Admin]

Hi, Phil. 

This message could be generated if the Proxy is not set up or isn't set properly on the device.  

There are two places in the Device's CWIS webpage where the proxy should be set: 

Log in as the device Admin

Select the Connectivity menu option

Select HTTP

Make sure that the Proxy Server is On and the proxy settings are configured properly 

Click Ok

Then select the Apps menu item

Select the EIP option near the upper right of the screen 

Turn on the 'Use Device Proxy Server' option

It will automatically pick up the Proxy settings that were just configured in the steps above. 

You shouldn't have to, but to be on the safe side, reboot tne device.

Now you should be able to launch and log into the App Gallery App at the device.  

If you are still experiencing the 'server can't be found' error or if any other errors occur. Please post back here and we will look into the issue.   

Also, please let us know if this solved the problem.  This might be the resolution for other folks that may be experiencing the same error. 

Thank you!

[Phil_EFSL]

Thanks - I've created an account and activated it. I can log in to the webpage from my PC, but get the same error message when I try to use those credentials on the printer. i.e. app server cant be found or unavailable

[XAG Admin]

Hi Phil, 

Please try creating an account from Xerox App Gallery web portal: https://appgallery.external.xerox.com/xerox_app_gallery

(Select "Log In" and then select "Create Account")

Then go back to the device and try to login again using your new account. If this does not solve the problem, please post again and we can investigate further. 

Thanks!

XAG Admin