Known Issues with Sharp Onboard (PaperCut MF)

KB Home   |   Known Issues with Sharp Onboard (PaperCut MF)

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

3304

Sharp devices with an OSA version older than v4 fail to connect over SSL..More info…

17.1.1 (Build 40430)

In Progress

656168

Cannot start an integrated scan job when a site server’s primary server is offline.More info…

15.3 (Build 34078)

In Progress

410005

Speaker fax dialling. More info…

 

In Progress

 

7635

Log out using soft / hard log out button on Sharp devices redirects to a white screen. More info…

15.3 (Build 34230)

Resolved

15.3 (Build 34420)

410001

Cannot use some card readers in keyboard emulation mode. More info…

OSA Sharp models
904, 6240 and 5150

Resolved

Workaround
Available

410002

Slow Printing on Some Sharp Copiers. More info…

 

Resolved

Workaround
Available

410003

Unrecoverable error - “Unable to contact accounting service”. More info…

 

Resolved

Workaround
Available

410004

Card login can become unreachable. More info…

Sharp MX2610N?
and MX511N?

Resolved

Firmware
Upgrade

Other known issues, not specific to the Sharp Onboard solution are covered in:



3304: Sharp devices with an OSA version older than v4 fail to connect over SSL.

In PaperCut MF 17.1.1 (Build 40430), the web server that hosts PaperCut’s web application interface was upgraded to the latest version, and in doing so, Sharp devices running an OSA version older than v4 are unable to make the initial authentication server connection required.

A fix for this issue is expected to be released in PaperCut MF 17.2



656168: Cannot start an integrated scan job when a site server’s primary server is offline.

When a device is connected to a Site Server and the Primary Server goes offline, the device is unable to start an Integrated Scan job. Existing Integrated Scan jobs continue to process as per normal. Bringing the Primary Server back online enables Integrated Scan jobs to start.



410005: Speaker fax dialling

When PaperCut is installed a number of Sharp devices do not allow “speaker” dialling for faxes. This is where the device picks up the phone line while you enter the fax number. In this case the “Start” button will not be enabled so the fax cannot be sent. This is confirmed to be an issue with the Sharp firmware, and has been escalated to Sharp Japan. At this time we do not have a time-frame for resolution.

Workarounds to this problem are:

  • Enter the fax number before pressing the “Start” button (without pressing the “Speaker” button).
  • Select a fax number from the address book and press the “Start” button.

We have had an official statement from Sharp Japan, that this behavior is “by design”. However due to customer demand they are reconsidering this behavior for future firmware/devices.



7635: Log out using soft / hard log out button on Sharp devices redirects to a white screen.

When running PaperCut MF version 15.3 (Build 34230), some Sharp devices redirects to a white screen when logged out using soft / hard log out button.

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



410001: Cannot use some card readers in keyboard emulation mode on OSA Sharp models 904, 6240 and 5150

Some customers have reported they are unable to use card readers with Sharp devices on firmware version 13.4.24032. The card reader reported is an RF Ideas RDR6081AKU in keyboard emulation mode but other card readers could also be affected.

A reported solution is to remove the “pairing” between the OSA device and the card reader as follows

 1. Login on the device with the admin credentials
 2. Disable PaperCut in the  Application settings / External Application settings / External Accounting Application settings
 3. Choose ‘User Control’ and ‘Card Reader Device Registration’.
 4. Delete the pairing information
 5. Reboot the copier and enable PaperCut in the Application settings / External Application settings / External Accounting Application settings.

We would be interested in reports of success or failure using this approach. Please let us know: support@papercut.com



410002: Slow Printing on Some Sharp Copiers

Some PaperCut customers have reported the symptoms of slow printing to some Sharp Copiers. The symptoms include a pause in between print jobs sent to the copier of several seconds.

Read more about it here.



410003: Unrecoverable error - “Unable to contact accounting service”

It has been found that an attempt to scan a Sharp MFD with selected security scanning applications, or unusual TCP port usage, can cause the device to enter an unrecoverable state. This problem usually presents as a message “Unable to contact accounting server”, and pressing the “Retry” button does not recover.

The recommended mitigation strategy at the current time is to:

  • Exclude your Sharp devices from any regular security scanning system.
  • Consider firewalling off your Sharp devices at a nearby switch so only print servers can access (hence avoiding exposure to other network traffic).

This issue has been reported to Sharp and will likely require a firmware-level update. PaperCut Software would like to thank the IT team at the University of Washington for their assistance in tracking down the cause of this issue.

Update (2015–03–03): This issue was initially reported in 2012. PaperCut has not been made aware of this issue continued existence in the last 12–18 months on the most recent updated firmware.



410004: Card login can become unreachable (version 12.0) (resolved in Sharp firmware update, see below)

This can happen when PaperCut login is by card only and is seen only on some Sharp models.

A warning dialog appears on the copier LCD when, for example, a copier panel is open. If the panel is left open for long enough then the user is logged out of the copier and the PaperCut card login screen appears under the warning dialog. On some Sharp models the PaperCut card login cannot be activated after this, even after the warning dialog disappears.

This appears to be a problem with the LCD window managers on some Sharp models and has been seen in the Sharp MX2610N and MX511N series.

A workaround is

  • Enable username/password login as well as card login.

Update (2012–04–02): This is fixed in the following Sharp firmware updates

  • MX2610/3110/3610N: 06.00.A1.j0
  • MX4110/4111/4112/5110/5111/5112N: 06.00.R1.h0
  • All Sharp firmware releases from this date onward will have this fix.


Categories: Troubleshooting, PaperCut MF


Keywords: problems, bugs, hotfixes, release notes

Comments

Share your findings and experience with other PaperCut users. Feel free to add comments and suggestions about this Knowledge Base article. Please don't use this for support requests.

Article last modified on July 11, 2017, at 04:38 AM
Printable View   |   Article History   |   Edit Article