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Technical Escalation User BrianG00403-GIS
Technical Escalation User

XMedius fax app fails today for an entire customer

Customer reported that their XMedius app on Altalinks and Versalinks (15 machines) all stopped working this morning at 10am.  After troubleshooting things like internet access and DNS resolution, we determined that re-installing the app from the app studio (not even a remove/reboot and reinstall, just the reinstall button) restored functionallity.  Wondering what would have compromised all 15 machines in the first place, and why just repushing the app restored function.  I was able to pull a packet capture from one of the Altalinks before we reloaded the app, and we did see it reach out and connect to the app services cloud, so the copiers were reaching out.  Apps were all installed in Feb, so the were already the latest version.

As a secondary question, what is the email address that invites from the app studio come from?  They seem to get stuck in spam filters pretty often, and knowing what to have customers search for would be helpful.

Update:  I was checking the Altalink in my demo room to compare some settings, and it is exhibiting the same symptom.

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3 Replies
Moderator XAG Admin
Moderator

Re: XMedius fax app fails today for an entire customer

Hi, Brian. 

Thank you for the post. 

The issue that you are seeing with the apps displaying the white screen was introduced with the release yesterday.  The team has fixed the issue and will be promoting an updated to production this morning to resolve it.   In the meantime, if there is an urgent need to use an app, reinstalling it from the Gallery will fix the issue, as you have noted.   

My apologies for any inconvenience.

I hope that this information is helpful, but please let me know if you have any additional questions.

Thank you,

XAS Moderator

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Technical Escalation User BrianG00403-GIS
Technical Escalation User

Re: XMedius fax app fails today for an entire customer

And as to the question about the invite email?

I sent one to my customer yesterday, they had not recieved as of today, and nothing in spam or other filters.

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Moderator XAG Admin
Moderator

Re: XMedius fax app fails today for an entire customer

Hi, Brian. 

Thank you for the reminder.  I did miss your second question. 

App Gallery email will be sent from: AppGallery@xerox.com

We did have an issue with our outgoing mail during the App Gallery promotion yesterday.  The invitation that was sent may have been caught up in our promotion and may have been inadvertently dropped by the server.  This normally does not happen during promotions.  To be on the safe side, you may want to resend the invitation to your customer.  

My apologies for the inconvenience.

Thank you, 

XAS Moderator

 

 

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