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Scan to Cloud email Unknown error

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I recently upgraded my Connectkey Machines to CK2.0. I installed the apps like Scan to Cloud Email, GDrive, etc etc.

 

When I use that Scan to cloud email-app on my 3655 and 6655, it works. Great, even. So little configuration required.

When I use it on my 5845 and 7855, it gives me "An unknown error occurred" and that it couldn't upload the file.

 

All 4 printers are on the same network, same subnet. The settings that come to mind have been checked.

Obviously nothing in the completed job queue.

 

Anything that you guys could come up with?

 

(just a quick note: I am an actual Tech Support Agent for Xerox, and I'm tasked with maintaining our lab and creating documentation for other agents on this subject (since, believe it or not, there is NOTHING about the apps (or ConnectKey 2.0) in our knowledge base). Even our escalated software specialist could not help me out. The very elaborate error (unknown) is useless...

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Valued Advisor
Valued Advisor

Re: Scan to Cloud email Unknown error

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Check that https is enabled on them, and check the time/date. It needs to be within 3 minutes of actual time.

 

Beyond that, since there is literally no setup, the only troubleshooting step is to do a wireshark trace to see the traffic and compare the ones that work to the ones that don't.

 

The time/date option is not in clone files, it is the most likely cause.

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Joe Arseneau
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Xerox Employee
Xerox Employee

Re: Scan to Cloud email Unknown error

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  • Reboot the machine (you won't believe how often this fixes stuff)
  • Check the clock on the printer
  • Reinstall apps
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New Member
New Member

Re: Scan to Cloud email Unknown error

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  • Reboot the machine (you won't believe how often this fixes stuff) [Actually I do ;) read below]
  • Reinstall apps

As a Tech Support agent (for Xerox...left out that little fact) I totally get where you're coming from, but obviously I did those. As well as a software reset. And ODIO. And Firmware reload.

 

  • Check the clock on the printer

Also did that. After spending an hour on the phone with a customer in the past because his scan to email didn't work, the customer read out the error report out loud. Only then it hit me - his time was several hours off! Since then that's the first thing I check with every scan issue, be it to email or to file.

 

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New Member
New Member

Re: Scan to Cloud email Unknown error

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The only thing I did not check was HTTPS.
The time/date/timezone settings are accurate. Read above.

The wireshark trace was the next thing on my list but my shift was over and I wanted to get out of there ASAP.

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Xerox Employee
Xerox Employee

Re: Scan to Cloud email Unknown error

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  1. Are you using DHCP or static IPs for all the devices?  DHCP is usually better.
  2. Proxy settings?
  3. Make sure to double clear all between changes in device setting because even if you change settings the EIP browser will not always restart under the hood.
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New Member
New Member

Re: Scan to Cloud email Unknown error

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Static IP's. DHCP is disabled on our network. Printers are in a separate subnet. There's no chance of a dupe IP ;) (as I'm the one in charge of the printers and do their configuration - always double check, something that I brought with me from my Network Admin jobs.)

Can you elaborate why it would be better? Maybe I was taught wrong, never know.

 

Proxy is not necessary. There even is none. As I also said before, 2 other printers work (and for some reason the 5845 now works as well. Still trying to figure out why.

 

about the settings and the EIP browser: Yup. Just to make sure I completely rebooted the devices, even keeping it off power for a bit before booting it back up.

 

Looks like there's some things to be ironed out of the CK2.0 and the Apps. I'll fiddle around with it some more on Thursday.

 

Connectivity to the internet is also no problem as smart esolutions work, scan to email works (by setting it up on my own private SMTP server), and I can access the App Gallery from the device's CP.

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Xerox Employee
Xerox Employee

Re: Scan to Cloud email Unknown error

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DHCP would be superior for this because we could be more certain the network settings match for all the devices.  Manually entering them means that the DNS, Gateway, subnets, and such may not match between the devices because of human error.

 

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New Member
New Member

Re: Scan to Cloud email Unknown error

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That logic makes sense, though that's not really applicable in this environment. Everything has been set up correctly. The device that wouldn't scan was perfectly capable to scan to email with a pre-configured off-premise SMTP server, as well as an FTP server I set up outside the network.

 

I managed to find and solve the cause of the issue. The DNS Timeout setting was set to 1. Changing this to 5 seconds "magically" made it work.

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