scan to multiple target app

[XAG Admin]

Hi, Jens.

I want to share that a SPAR has been written.  The SPAR # is CQGbl01335071, in case you need to reference it. 

Thank you,

XAS Moderator

[XAG Admin]

Hi, Jens.

Thank you for confirming how you had to recover the device.

I have been able to recreate this exact issue.  I now have a device that continually displays the error each time the Scan button is selected.  The development team is currently looking into this issue.  It's looking to to be a problem on the device side, so unfortunately, we don't have a solution just yet. 

If you'd like to enter a SPAR against the device, it may put more attention on the issue so that it can be resolved quicker.  Get in touch with your usual support Contact.  They can help you get the SPAR started, if you've not entered one before. 

Thank you,

XAS Moderator

[Comkopie]

Hi XAS,

Unfortunately, in our case the fault can only be rectified by resetting the factory settings. A waiting time of about 30 minutes brought nothing. Is there already a solution on your part?

Best regards

Jens

[XAG Admin]

Hi, Jens.

I have some information on this topic to share.

I was able to recreate a version of this error here.  

Here is what I was able to reproduce:

I was using a B405 to scan files to a Shared Folder location.  After several files (about 43 docs that were about 15 pages a piece) were scanned, the EIP error started to occur.  However, in my case the device/app recovered without needing a factory reset.  I left the device idle for some time (30 minutes) and when I tried the app again, it worked without error.  Did this happen at the customer site, only at some point the device doesn't recover?  Or once the error occurs there's no recovery, aside from the factory reset? 

One additional question, does the device that is displaying the error have the productivity kit HD 16GB SSD installed? 

Now that I've recreated this error, I will continue to poke at this device to see if I can get it to not recover.  I will keep you posted on this. 

Thank you,

XAS Moderator

[Comkopie]

Hi XAS,

The error always occurs. It does not matter whether it is the ADF or the glass plate. Several firmware versions have been tested. Currently 38.35.32 is installed. After a factory reset the app works fine. It does not work with the customer's clone. The customer's version is the General Release 38.31.81. Here the error only occurred after a few days. Therefore I suspect a time problem.

I have added your address to my account and could make the app available to you.

Best regards

Jens

[XAG Admin]

Hi, Jens.

My apologies for the delay.

We have not been able to recreate this error here, consistently.  When does the error occur for your customer?  Does it happen right after they select the Scan button?  Or are they seeing the error at a different time or following some other action?  Are any of their scan attempts successful?  Using the multi-destination app, are they selecting multiple locations to send the scan to?  If yes, how many locations are they attempting to scan to when the error occurs? 

Are they scanning from the document feeder only?  Or are they scanning from the platen as well?  When they see the error, does opening and closing the scanner cover clear the error and then the next scan attempts are successful?  This was a known issue with the earlier devices.

I have seen this error if the Scan button is double tapped when scanning a file.  I've also experienced the error when scanning a files from the document feeder in combination with scanning from the platen.  In most cases, though, I still receive the scanned file in my select scan location.  

You mentioned that this is happening on older devices that have been in the field for a while and that the firmware is up to date.  Can you share what firmware version is, please?  We have some of the original VersaLink devices here, but I've not been able to reproduce this error with them.

As a last test, there's the option to share the app with us to test with here.  If you'd like to do this, you can share the app privately to our feedback Inbox at:   xerox.app.gallery.feedback@xerox.com

In the meantime, I will continue to try to consistently recreate the error here.

Thank you,

XAS Moderator

[Comkopie]

Hi XAS-Team,

any news for this problem? our customer is urgently waiting for a solution...

best regards

Jens

[Comkopie]

Hi XAS,

Thank you for this information. I have additionally a case number from the EHS Xerox, if there are any questions

# 50698980

Best regards

Jens

[XAG Admin]

Hi, Jens. 

Thank you for the additional information.  
We are investigating this here and we'll get back to you as soon as possible with an update. 

XAS Moderator

[Comkopie]

Hi,

we are using the scan to multi-destination app and Workflow-Tags are not defined. On a new Versalink it works  but not on customer devices that have been in use for some time. 

Best regards

Jens