Xerox Scan to Cloud Email Error

[croland71]

No I have not received the email yet

[XAG Admin]

Hello.

I shared an email with the email address that you registered for this forum with.  It included a utility and instructions for a test that might help resolve this error.   Did you receive that email?  If not let me know and I will resend it.  If you prefer that I use a different email address, just let me know.

Thank you,

XAS Moderator

[croland71]

I have not found a resolution for this error. I have installed it on a few more customers machines and it will work for a few days and then it will pop up with that error. Is there any solution that doesnt require resetting it back to default and reinstalling the app? I feel like this is a connection issue with the Xerox side and not something on the customers end

[XAG Admin]

Hello.

Were you able to resolve the issue with the Scan to Cloud Email app?    Did you see a different error (one or more EIP Web Services are not enabled) while scanning before getting this error?

We are still investigating here, but I believe that this may be similar to another Scan App issue that we have been investigating.  The symptoms are similar, the app works for a few months, but then starts displaying an EIP error.  Are there any other issues with the device that is displaying this error?  We saw some other issue with devices that have reached this state.  We could not launch any Cloud apps.  They display an 'app is unavailable' error message (the error that your are experiencing).  The App Gallery App also would not launch.  It displayed a blank grey screen.   

In the other cases where this error is occurring, it seems that resetting the device to factory settings and reinstalling the app resolved the issue, unfortunately.  We have entered a CQ and a SPAR that the device team are currently investigating.  The CQ # is 1334210 and the SPAR # is 1335071, in case you need to reference them.   

I know that the temporary resolution is not ideal, but to get your customer back up and running, they will likely need to make a service call to get the device reset and then have the app reinstalled.  

I hope that this information helps.  

Please keep me updated.  I'd like to know if the reset resolves the issue. If it does, then I will add this information to the SPAR.  

Thank you, 

XAS Moderator

[XAG Admin]

Hello.

Thank you for the post.

If the app was working after the initial install, then you most likely have everything set up correctly.  I was just testing with the Scan to Cloud Email app here to make sure that there wasn't a systemic issue and everything is working.

Is this the only device that is displaying the error?  Are other devices connecting successfully or erroring? What firmware version is running on the device?

Are there any other cloud apps on the device that you could try?  Can you successfully launch the App Gallery App (if it's installed on the device)?  Do you have any of the "Connect for" (ie; Connect for Dropbox) apps installed?  When launched do they display a similar error?  If these apps also display the connection error, it's likely that there is a network issue somewhere. 

You likely have already checked, but can you double check to be sure that the network cable didn't become disconnected from the device?  Does the site use a Proxy server at all?  If yes, has the Proxy been configured on the device as well?  Has anything changed at the DNS level?  Do the DNS settings on the device seem to be correct?  Is the device setup with a Static IP address or is it using DHCP? 

I hope that there is something here that is helpful, but please let me know if the app is still generating the error and I will continue to investigate.

Thank you,

XAS Moderator

[croland71]

I have a question. I have a customer that i installed Xerox Scan to Cloud App for and it did work during initial install. But now they keep getting this error. Is there something setup wise I need to do? They did not make any network changes.