print files from Connect 2.0 for Google not always successfull

[Andrei Matyushenko]

Checked the printing from the latest versions of Apps (Connect for Google Drive v. 2.2.0, Connect for Microsoft OneDrive v. 2.2.0, Connect for Microsoft 365 v. 2.2.0). Apps now successfully print from cloud services accessed with accounts that include Cyrillic characters.

[XAS-Moderator]

sorry we have not been able to recreate on our end. We will have to setup a time to do a webex with you so we can look at your device settings and watch what you are doing. Also try and gather some logs for development to look at.

[akarev]

Hello!

Two months have already passed since we found the root cause, but received no answer or solution!

Please respond!

[aglukhov]

Hello support team!

According to last message from akarev, can it be fixed?

[akarev]

Hello,

We have found a root cause when the MFD prints a XRXERROR message instead of a original file. It is all about a name of a user of a specific cloud account(Google, Dropbox, etc.) wich is in most cases have a cyrillic symbols in Russia. For example to reproduce the problem you can change cloud account user name to "Виктор Неизвестный", restart MDF, run a Connect for Google App and try to print a pdf file.

[aglukhov]

Any ideas?

[aglukhov]

sorry, not ALC8070, but VLC7XXX

[aglukhov]

Yes, file is A4 size.

On this videos customer tryes to print 2 files - A4 and not A4.

https://drive.google.com/drive/folders/1SWrFXlmfSN4CzxRPoDWxcAa-OtUev5Mq

In case file is A4, ALC 8070 print page with "XRXERROR" message

In case file is not A4, file print correct.

Please, can you clearify what does mean "XRXERROR"?

1) Is this some "error report", generated and printed by device?

Or

2) is this "error" message report, sent from Connector to this device (and device just print this document properly)

[XAS-Moderator]

Is the original file A4 or Letter? We are unable to recreeate the issue here which is printing as Letter.

From your video we are not seeing any issues. It looks like you are printing mutliple times the same document and some times it prints and other times it doesn't.

When we send your document requiring A4 and when requiring Letter, the job processes, converts, and prints.

[aglukhov]

Hello.
Customer noticed that printing files from Conect.2.0 for Google not always successfull.
Sometimes pdf file is printed just fine, but sometime only XRXERROR message is printed on a page, but not a a file:

As customer noticed, if file have exact size as paper A4 page - this file will not print successfully in 50% of cases (system administrator noticed that in this case device connects to 13.69.139.34 :443 ).

If file need to be transformed (not equal to A4 size), it will allways print ok. (System administrator noticed that in this case device connects to 51.140.9.7 :443 .

Level 3 had analized logs from this device, and instructs me to ask a question here:

Decline Reason: App/3rd party Issue
Note:
As per the initial data which is shared to L3, Whenever job prints correctly, device communicates with 51.140.9.7 and whenever the issue occurs, device communicates with different IP address "13.69.139.34 :443". But ,from the provided network traces (network_session_log_normal.zip and network_session_log_error.zip) which are shared now, we observed that device connects with IP address 13.69.139.34 in both working and non-working case. We suspect that these addresses should be configured in the customer's device/environment for any other configuration such as proxy server, etc.

If we perform the print or scan job to Google Drive using the Application (Connect 2.0 for Google Driver), our devices are not communicating with IP address 13.69.139.34 and we are able to print job using EIP App successfully and not getting the "XRXERROR" in the printed output.

We suspect that there is no issue in device and there is problem in sending the print jobs from the App Gallery Application (Connect 2.0 for Google Driver) to the device.

• logs & clone file are located here (error happend at 16:38 11 nov 2019):  https://www.dropbox.com/s/8qwifvtvgg7gtc0/Logs.zip?dl=0
• video with error here:                https://www.dropbox.com/s/es5lpl663iq74pw/xerox-20191115T063321Z-001.zip?dl=0
• printed file:          https://www.dropbox.com/s/n7yxb99atnnoix9/test.pdf?dl=0
• configuration report:   https://www.dropbox.com/s/r71tpth9jizdwwv/Xerox%20Scan_23102019155624.pdf?dl=0

Can you please let me know, what is the cause of this issue?