Known Issues with the Konica Minolta OpenAPI Onboard App (PaperCut MF)

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PaperCut is fully committed to helping customers and partners make the best use of our technology. A key part of that is transparency and full disclosure of issues that may affect how well the solution works for you. Unfortunately, with complex modern technology (often supplied by different organizations) there is no way to address all problems and issues immediately but keep checking back to see if we have fixed something. If something is causing you particular concern please contact support.


Issue ID

Description

Reported in

Status

Resolved in

PC-16368

Self-association of Card/Identity Numbers not applied on non-i-Option devices with three authentication methods enabled

More info…

19.0.4

Open

Workaround
available

PC-15321

Zero-stop fails for copy/scan when the Grayscale ‘Default (other sizes)’ charge on the Device is left at $0.00

More info…

Open

19.2.0

PC-14824

The PaperCut embedded disappears from the device’s screen only if you’re using Konica Minolta series 8 and series 9 devices with firmware version G**-U8 and G**-V1.

More info…

18.1

Open

Workaround
introduced in
18.3.5

PC-11455

“Session store couldn’t be created, possibly corrupted…” or “Unable to open the device session database” or “Unexpected error occurred with device… There is not enough space on the disk.”

More info…

17.0

Open

Workaround
available

Z-748294

Cannot confirm page security. CN of the server certificate does not match the host name. Do you want to connect?

More info…

Firmware since
Nov 2017

Resolved

Workaround
available

PC-11099

Consumables “End of Life” preventing printing

More info…

Open

MAC-2943

Some older Konica Minolta devices do not work following upgrade to PaperCut 17.0.2 through 17.07

More info…

17.0

Resolved

17.2.0
(Build 40647)

PC-8618

Some Konica Minolta devices unable to connect to the server, displaying a ‘device <xyz> is not configured’ error after upgrading to 15.3

More info…

15.3 (Build 34420)
15.3 (Build 34230)

Resolved

16.0

PC-7966

Printing without credit and zero stop issues are seen on some Konica Minolta devices after upgrading to 15.3

More info…

15.3 (Build 34420)
15.3 (Build 34230)

Resolved

16.1
(Build 35678)

PC-7717

Some devices unable to connect to the server with ‘Error=3,Message=Duplicate Control’ error after upgrading to 15.3

More info…

15.3 (Build 34230)

Resolved

15.3
(Build 34420)

U-4047

USB print jobs not working on some devices.

More info…

14.3

Resolved

14.3
(Build 30615)

U-3737

Users can now log in to ‘Page Scope Web Connection’.

More info…

14.3

Resolved

14.3

U-3460

Multi page FAX jobs may not complete correctly with unrestricted accounts on “Venus” series devices.

More info…

C3350, C3850
(14.2 and earlier)

Resolved

14.2.2

U-3497

Logins may fail on some PRO devices under some conditions.

More info…

Bizhub 951PRO
(14.2 and earlier)

Resolved

14.2.2

U-380001

“Select All” button not shown when using standard UI.

More info…

14.2

Resolved

14.2
(Build 28232)

U-380002

Panel freezes on newer devices after using print release.

More info…

14.1 and earlier

Resolved

14.2

U-380003

i-Option Device unlock may fail under certain conditions.

More info…

14.1 and earlier

Resolved

14.2

U-380004

Error=9, Message=Fatal

More info…

Bizhub
C654e

Resolved

Workaround
Available

U-380005

Account selection fails on accounts with long account names and sub accounts.

More info…

13.5 (Build 24862)

Resolved

13.5
(Build 25126)

U-380006

Welcome screen displays “Place the IC Card on the Authentication Device”

More info…

September 2013

Resolved

Firmware
Upgrade

U-380007

Error ‘Account Map Setting more than MAX support’

More info…

Bizhub C35
C36 & C42

Resolved

Firmware
Upgrade

U-380008

Problem using Konica-Minolta TWAIN scanner driver version 4.007

More info…

 

Resolved

13.4

U-380009

“Cannot connect to server” Error

More info…

Bizhub C451

Resolved

Firmware
Upgrade

U-380010

Panel freezes on newer devices

More info…

C754, C454,
C364 & C224

Resolved

Firmware
Upgrade

Other known issues, not specific to the Konica Minolta OpenAPI Onboard App are covered in:




PC-16368: Self-association of Card/Identity Numbers not applied on non-i-Option devices with three user authentication methods enabled

A change introduced in PaperCut MF 19.0.4 around the Card/Identity Number self-association workflow was found to break self-association for Konica Minolta devices which have:

  • No i-Option compatible web browser enabled
  • Three user authentication methods enabled (i.e. Username and password, Identity number, and Swipe card)

For these devices, self-association would appear to work as expected, but the next login attempt with the same Card/Identity Number would result in a failure to authenticate.

A fix is planned for inclusion in a shortly forthcoming release of PaperCut MF, but the problem can also be worked around by heading to the Advanced Config subtab of the Device Details page for an afflicted device and updating the value of the following configuration key to Y:

ext-device.konica-minolta.login.prioritise-card = Y



PC-15321: Zero-stop fails for copy/scan when the Grayscale ‘Default (other sizes)’ charge on the Device is left at $0.00

With the Grayscale Default (other sizes) cost set to $0.00 (which is the default value for this cost), and when a user has a positive credit balance in PaperCut, they can perform a copy or scan job of any size. This can leave them with a negative balance.

If you experience this problem, please log a ticket with Support so that we can track it for you.



PC-14824: The PaperCut embedded disappears from the device’s screen only if you’re using Konica Minolta 8 series 8 and series 9 devices with firmware version G**-U8 and G**-V1.

We’ve seen cases where certain Konica Minolta devices fall into an internal error state and because PaperCut can no longer contact the device then the following symptoms may occur:

  • PaperCut embedded application will disappear from the device’s screen
  • Authentication via card swipe fails to work
  • Integrated Scanning may fail to launch.
  • Errors may also be seen in the PaperCut admin console such as “The server sent HTTP status code 500: Internal Server Error” or “java.io.IOException: Invalid Http response”.

PaperCut is working closely with Konica Minolta on resolving the root cause of this issue.

Update: beginning with PaperCut MF version 18.3.5 we introduced some changes to improve the user experience. A new behavior can now be enabled so that the PaperCut embedded application will instead display the following error message when this state occurs:

“The device is currently experiencing an internal error. Please contact your system administrator.”

This behavior can be controlled with two new configuration keys:

  • ext-device.konica-minolta.internal-error-handling.enabled: Set to Y to prevent users from accessing the device when the firmware error is encountered (and the device is in an unpredictable state).
  • ext-device.konica-minolta.internal-error-handling.message: This can be used to customise the message displayed to the user at the device when in this situation. For example ‘Please contact local IT admin on xxx xxx xxxx’.

Prior to PaperCut MF version 18.3.5, the only workaround would be to disable and re-enable PaperCut on the device by switching the‘ext-device.konica-minolta.integration.enabled’ config key from ‘Y’ to ‘N’. Give it 3 minutes and then switch back to ‘Y’. Then once PaperCut has reinstalled itself on the device, switch the config key ‘ext-device.konica-minolta.skip-setup’ to ‘Y’. Note that this is only a temporary solution meant for troubleshooting scenarios which will prevent PaperCut from sending configuration changes and updates to devices. So if you decide to make configuration changes to the devices or want to upgrade the embedded application please revert this key back to the default value of ‘N’.




PC-11455: “Session store couldn’t be created, possibly corrupted…” or “Unable to open the device session database” or “Unexpected error occurred with device… There is not enough space on the disk.”

Occasionally, MapDB file corruption occurs for Konica Minolta devices and PaperCut cannot recover gracefully. While the bug is working its way through the project management workflow, first you need to stop the PaperCut Application Server service and then move \App Path\server\data\internal\konica-sessions.mapdb to another directory (for example, the Desktop). Then you can re-start the PaperCut Application Server service. The konica-sessions.mapdb will recreate itself in its original location, and everything should work fine now. If the issue persists however, then open a new ticket with us at https://support.papercut.com to let us know. We will let you know how to send us the MapDB file.




Z-748294: Cannot confirm page security. CN of the server certificate does not match the host name. Do you want to connect?

All new firmware (as of November 2017) will display a warning to users if the MFP connects to any third-party app with an SHA-1 SSL Cert. Some MFPs have the option to allow SSL communication by making changes on the panel, but several do not. In those cases, customers will have to import a new PaperCut keystore to prevent the message. Special firmware is required to import a certificate on to the MFP, called Solution ROM; it starts with GJ. Some machines will not have support for external certificates and will require using the native, non-browser interface.




PC-11099: Device registered a fault or a component reached end of life

A consumable, for example, the ozone filter, transfer belt or toner filter, has been consumed and requires replacement and the error message reset by a Konica Minolta technician. However, errors like a paper jam are also known to prevent the PaperCut embedded solution from gaining the access required to configure it in any way. This means technicians cannot install PaperCut at that time. In any case, this is a work in progress and we continue to look into ways to make the user experience better.




MAC-2943: Some older Konica Minolta devices do not work following upgrade to PaperCut 17.0.2.

Some Konica Minolta devices, including 751, 601 and 701 series devices, may stop working after upgrading to PaperCut 17.0.2 through 17.0.7.

The problem arises from the implementation of the zero stop feature. In order to prevent users bypassing zero stop on newer devices by changing paper size, PaperCut must provide a full list of paper sizes supported by the device in an API call. Prior to the 17.0.2 release, this functionality needed to be specifically enabled by a config key, “ext-device.konica-minolta.additional-media-info”, and this key needed to be set for every new KM device installed. With release 17.0.2, the config key was removed to make this the default behavior.

However, an unintended consequence of this change is that some older devices no longer work, as the particular API call is not supported. A hotfix that resolves the problem, by reverting to the original behavior on older devices, was available from PaperCut Support. This hotfix was then rolled into PaperCut MF 17.2.0.




PC-8618: Some Konica Minolta devices unable to connect to the server, displaying a ‘device <xyz> is not configured’ error after upgrading to 15.3.

When running PaperCut MF 15.3 (Build 34420) OR 15.3 (Build 34230), some KM devices may no longer connect successfully. In the logs the following error will be displayed:

login: error=9, message=fail DeviceLock

The likelihood of this happening has been further reduced in version 16.0




PC-7966: Printing without credit and zero stop issues are seen on some Konica Minolta devices.

Printing without credit and zero stop issues are seen on some Konica Minolta devices (e.g. Bizhhub Cxx4e series, Bizhub 4050, Bizhub C3350) after upgrading to 15.3 (Build 34420) OR 15.3 (Build 34230).

Please contact PaperCut support for details regarding an available workaround. We will update this page with further information when more details are available.




PC-7717: Some Konica Minolta devices unable to connect to the server with ‘Error=3,Message=Duplicate Control’ error after upgrading to 15.3.

When running PaperCut MF version 15.3 (Build 34230), some KM devices may no longer connect successfully. In the logs the following error will be displayed:

Error: setApplicationDetails: error=3, message=Duplicate Control

The temporary workaround is to uncheck the ‘Enable self-association’ feature under Devices → [select device] → External Device Settings → Swipe Card → Enable self-association with existing user accounts.

A fix for this bug was included in PaperCut MF 15.3 (Build 34420).




U-4047: USB print jobs not working on some devices (resolved in 14.3.30615)

On some older KM devices, the USB print jobs may not work after upgrading to PaperCut 14.3.

Resolved in 14.3.30615




U-3737: Users can now log in to ‘Page Scope Web Connection’ - (resolved in 14.3, see below)

In addition to the administrator, PaperCut users are able to login to the web interface using their credentials. Simultaneous web logins to the copier when the device is in use are not allowed.

The fix has been released publicly in version 14.3 (Build 29819).




U-3460: Multi page FAX jobs may not complete correctly with unrestricted accounts on “Venus” series devices - (resolved in 14.2.2, see below)

Some customers with newer Konica Minolta ‘Venus’ series devices (C3350, C3850) have reported that multi-page FAX jobs do not get processed in full. Only the first page of the fax is sent correctly. Single page faxing is unaffected. The issue is limited to logins with unrestricted accounts only.

PaperCut MF 14.2.2 contains a workaround for this situation.




U-3497: Logins may fail on some PRO devices under some conditions. (resolved in 14.2.2, see below)

Customers on PRO series of devices, with self association enabled and using stand-alone self association screen may experience rejected logins.

PaperCut MF 14.2.2 contains a workaround for this situation.




U-380001: “Select All” button not shown when using standard UI when using PaperCut 14.2.

The fix has been released publicly in version 14.2 (Build 28232).




U-380002: Panel freezes on newer devices after using print release. (Resolved in version 14.2)

We have had reports from a number of customers about panel/device freezing on the following models.

  • C3350
  • C3850
  • C4750

The instability occurs after visiting and exiting the print release application. After occurring the device usually requires reboot to return to operational/responsive state. The issue affects only “standard”/native screen interface. We are working with Konica Minolta to resolve this issue. The issue has been escalated with Konica Minolta Japan.

As a temporary workaround enable auto job release on login. Contact support for a build to remedy this situation.




U-380003: i-Option Device unlock may fail under certain conditions. (Resolved in 14.2)

This issue affects some models, first seen on the ‘Zeus’ series. An attempt to login to the device may fail for up to a minute after a previous login. This only occurs when the previous user has performed a job.

The message on the screen is: Unable to unlock device for use, please try again.

The server log may contain the following message from the device: error: 21 - Login Error




U-380004: Konica Bizhub C654e - Error=9, Message=Fatal

We have had some customers report that sometimes these devices will report the following status in the Device Status area in the PaperCut web admin console, when setting up the device for the first time.

Started (with errors)
Error: changeAuthenticationSetting: error=9, message=Fatal

If you see this error during setup, the advice from Konica Minolta is to contact your KM dealer to check that the following setting is configured:

SW Switch setting number 43:
Set to Bit Assignment 00000011 / Hex Assignment 03

Please note that this setting change is performed within the tech rep mode interface and may require the KM dealer to do this.




U-380005: Account selection fails on accounts with long account names and sub accounts on PaperCut MF 13.5 (Build 24862)

When upgrading to PaperCut MF 13.5 (Build 24862), users with accounts with long names and having sub accounts may not be able to charge to some of those account. We have identified and addressed the issue.

  • This has been officially resolved version 13.5 (Build 25126)



U-380006: Welcome screen displays “Place the IC Card on the Authentication Device”

The welcome screen should display a message from PaperCut asking the user to authenticate. The exact message depends on the authentication methods enabled. Alternatively, it should display a user defined welcome message as per advanced config option ext-device-msg.welcome1 and ext-device-msg.welcome2.

On some newer devices with card reader enabled, the above welcome message by PaperCut get overwritten by “Place the IC Card on the Authentication Device”.

Please upgrade the firmware and enable “Function Level 7” on the device to resolve the problem. Please contact support if you need help with “Function Level 7”.

Issue History:

  • 3rd March 2015 - Konica provides instructions to enable “Function Level 7” which will resolve this problem.
  • 20th January 2014 - Konica has indicated they have plan to aim to release firmware fixes in February.
  • 1st October 2013 - Konica is preparing a firmware update to resolve this issue. No ETA given yet.
  • 09th September 2013 - Issue raised with Konica.



U-380007: Error ‘Account Map Setting more than MAX support’ on Bizhub C35, 36, 42 (Resolved with firmware upgrade)

We have had reports from a number of customers receiving the following error on the Bizhub C35, 36 and 42 MFPs.

setAccountMapConfiguration - Account Map Setting more than MAX support

We have analyzed these cases and determined that the issue is within the MFP firmware.

We worked with Konica Minolta to determine that this is an issue with the “OpenAPI 4.0” level firmware for these devices. The issue has been escalated with Konica Minolta Japan.

Konica Minolta have now released firmware to resolve this issue. Please contact Konica Minolta for updated firmware. The new firmware version for the C35 is A121-30G0-1604-AA (but this may vary by region and device).

Please contact Konica-Minolta for an updated firmware.




U-380008: Problem using Konica-Minolta TWAIN scanner driver version 4.007

When PaperCut is connected to the Konica-Minolta MFP, the TWAIN scanner driver version 4.007 does not work properly. When trying to use the scan from a connected PC or workstation either an authentication screen appears or an error is displayed.

This worked correctly with previous versions of the scanner driver version.

PaperCut MF 13.4 contains a workaround for the situation — please refer to the manual under section 4.5, “Host-based authentication”.




U-380009: “Cannot connect to server” Error on C451 devices - (resolved by firmware update, see below)

It has been reported to PaperCut Software that C451 multifunction devices may display the following behaviour:

  • User logs into the PaperCut App on the device
  • User releases jobs
  • User logs out
  • A second user attempts to login; after a significant delay “Cannot connect to server” will be displayed

Investigation by the involved reseller has determined that this issue can be resolved by deploying the latest “special” firmware from Konica Minolta to the affected C451 devices.




U-380010: Panel freezes on newer devices - (resolved by firmware update, see below)

Multiple customers with newer Konica Minolta devices (C754, C454, C364, C224) have reported that the touch screen panel can become unresponsive, necessitating a reboot of the device to restore functionality. Konica Minolta have a new “special” firmware to address this issue, which would affect many OpenAPI apps.



Categories: Known Issues, PaperCut MF


Keywords: KM, OpenAPI 2.3, OpenAPI 3.1, Olivetti

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Article last modified on August 08, 2019, at 02:18 AM
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