Known Issues with Sharp Onboard (PaperCut MF)

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April 22, 2019, at 06:18 PM by Aaron Pouliot - Added category Sharp OSA
Changed line 347 from:
''Categories:'' [[Category.KnownIssues|+]], [[Category.PaperCutMF|+]]
to:
''Categories:'' [[Category.KnownIssues|+]], [[Category.PaperCutMF|+]], [[Category.SharpOSA|+]]
January 31, 2019, at 12:50 AM by timg - Updated following 18.3.6
January 31, 2019, at 12:49 AM by timg - Updated following 18.3.6
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(:cell  class=unresolved :)
Open
to:
(:cell  class=resolved :)
Resolved
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Hot-fix available
to:
18.3.5
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There is a hot-fix available for this issue, and we are aiming to fix this in the next main public release.
to:
This has been fixed in 18.3.5
December 15, 2018, at 01:15 AM by Alan Morris - corrected a DIALING error
Changed lines 75-76 from:
Speaker fax dialling.
to:
Speaker fax dialing.
Changed lines 243-245 from:
!!!U-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.
to:
!!!U-410005: Speaker fax dialing

When PaperCut is installed a number of Sharp devices do not allow "speaker" dialing 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.
December 14, 2018, at 02:24 AM by TimG - Added PC-14991
Changed line 22 from:
14472
to:
PC-14991
Changed lines 24-26 from:
Released Print Jobs Not Being Printed (Sharp Job Log Shows 042F Authentication Error)[[#i14472| More info...]]
to:
Users may see the 'Not able to connect with accounting server' message on devices in high-usage sites.

[[#iPC-14991| More info...]]
Changed lines 28-30 from:
17.4.2 onwards
(:cell  class=resolved :)
Resolved
to:
18.2.0
(:cell  class=unresolved :)
Open
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Workaround available
to:
Hot-fix available
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3304
to:
PC-14472
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Sharp devices with an OSA version older than v4 fail to connect over SSL..[[#i3304| More info...]]
to:
Released Print Jobs Not Being Printed (Sharp Job Log Shows 042F Authentication Error)

[[#i14472| More info...]]
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17.1.1 (Build 40430)
to:
17.4.2
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17.2.2
to:
Workaround available
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656168
to:
MAC-3304
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Cannot start an integrated scan job when a site server's primary server is offline.[[#i656168| More info...]]
to:
Sharp devices with an OSA version older than v4 fail to connect over SSL..

[[#i3304| More info...]]
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15.3 (Build 34078)
(:cell  class=unresolved :)
Open
to:
17.1.1 (Build 40430)
(:cell  class=resolved :)
Resolved
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17.2.2
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410005
to:
Z-656168
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Speaker fax dialling. [[#i410005| More info...]]
to:
Cannot start an integrated scan job when a site server's primary server is offline.

[[#i656168
| More info...]]
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(:cell class=unresolved :)
to:
15.3 (Build 34078)
(
:cell  class=unresolved :)
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7635
to:
U-410005
Changed lines 75-77 from:
Log out using soft / hard log out button on Sharp devices redirects to a white screen. [[#i7635| More info...]]
to:
Speaker fax dialling.

[[#i410005|
More info...]]
Changed lines 79-81 from:
15.3 (Build 34230)
(:cell class=resolved :)
Resolved
to:
 
(:cell class=unresolved :)
Open
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15.3 (Build 34420)
to:
 
Changed line 86 from:
410001
to:
U-7635
Changed lines 88-90 from:
Cannot use some card readers in keyboard emulation mode. [[#i410001| More info...]]
to:
Log out using soft / hard log out button on Sharp devices redirects to a white screen.

[[#i7635
| More info...]]
Changed lines 92-93 from:
OSA Sharp models\\
904, 6240 and 5150
to:
15.3 (Build 34230)
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Workaround\\
Available
to:
15.3 (Build 34420)
Changed line 99 from:
410002
to:
U-410001
Changed lines 101-103 from:
Slow Printing on Some Sharp Copiers. [[#i410002| More info...]]
to:
Cannot use some card readers in keyboard emulation mode.

[[#i410001| More info...]]
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to:
OSA Sharp models\\
904, 6240 and 5150
Changed line 114 from:
410003
to:
U-410002
Changed lines 116-118 from:
Unrecoverable error - "Unable to contact accounting service". [[#i410003| More info...]]
to:
Slow Printing on Some Sharp Copiers.

[[#i410002| More info...]]
Changed line 128 from:
410004
to:
U-410003
Changed lines 130-132 from:
Card login can become unreachable. [[#i410004| More info...]]
to:
Unrecoverable error - "Unable to contact accounting service".

[[#i410003| More info...]]
Changed lines 134-135 from:
Sharp `MX2610N\\
and `MX511N
to:
 
Changed lines 138-139 from:
Firmware\\
Upgrade
to:
Workaround\\
Available
Added lines 141-155:
(:cellnr :)
U-410004
(:cell class=description :)
Card login can become unreachable.

[[#i410004| More info...]]
(:cell :)
Sharp `MX2610N\\
and `MX511N
(:cell class=resolved :)
Resolved
(:cell :)
Firmware\\
Upgrade
(:comment ******************************  New Issue Row  **************************************************** :)
Deleted line 161:
Added lines 164-165:
[[#iPC-14991]]
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to:
\\

!!!PC-14991: Users may see the ĎNot able to connect with accounting serverí message on devices in high-usage sites.

Some Sharp customers in very busy sites, have seen the above error message appearing on devices sporadically. In certain circumstances, the database can become a bottleneck causing delays in device communication.

There is a hot-fix available for this issue, and we are aiming to fix this in the next main public release.


----

Changed lines 180-182 from:
!!!14472: Released Print Jobs Not Being Printed (Sharp Job Log Shows 042F Error).

to:
\\
\\

!!!PC-14472: Released Print Jobs Not Being Printed (Sharp Job Log Shows 042F Error).

Added lines 214-215:
[[#i3304]]
Changed lines 217-221 from:

[[#i3304]]

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

!!!MAC-3304: Sharp devices with an OSA version older than v4 fail to connect over SSL.
Added lines 227-228:
[[#i656168]]
Deleted lines 229-237:

[[#i656168]]

!!!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.

----

Added lines 232-237:
!!!Z-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.

----

Changed lines 239-240 from:
!!!410005: Speaker fax dialling
to:

\\
\\

!!!U-410005: Speaker fax dialling
Added lines 255-256:
[[#i7635]]
Changed lines 258-262 from:

[[#i7635]]

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

!!!U-7635: Log out using soft / hard log out button on Sharp devices redirects to a white screen.
Added lines 268-269:
[[#i410001]]
Changed lines 271-274 from:

[[#i410001]]
!!!410001: Cannot use some card readers in keyboard emulation mode on OSA Sharp models 904, 6240 and 5150
to:
\\

!!!U-410001: Cannot use some card readers in keyboard emulation mode on OSA Sharp models 904, 6240 and 5150
Added lines 289-290:
[[#i410002]]
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[[#i410002]]
!!!410002: Slow Printing on Some Sharp Copiers
to:
\\
!!!U-410002: Slow Printing on Some Sharp Copiers
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[[#i410003]]
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[[#i410003]]
!!!410003: Unrecoverable error - "Unable to contact accounting service"
to:
\\

!!!U-410003: Unrecoverable error - "Unable to contact accounting service"
Added lines 322-323:
[[#i410004]]
Changed lines 325-327 from:

[[#i410004]]
!!!410004: Card login can become unreachable (version 12.0) ''(resolved in Sharp firmware update, see below)''
to:
\\

!!!U-410004: Card login can become unreachable (version 12.0) ''(resolved in Sharp firmware update, see below)''
Changed line 60 from:
In Progress
to:
Open
November 18, 2018, at 11:13 AM by TimG - Minor updates and fix link
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Closed
to:
Resolved
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(:cell  class=unresolved :)
In Progress
to:
(:cell  class=resolved :)
Resolved
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17.2.2
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In Progress
to:
Open
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* [[KnownIssuesMF|Issues affecting PaperCut MF]]
* [[KnownIssues|Issues affecting all editions of PaperCut]]
to:
* [[KnownIssues|Known issues with PaperCut NG and MF]]

October 17, 2018, at 07:55 PM by Aaron Pouliot - Added category - Known Issues
Changed line 288 from:
''Categories:'' [[Category.Troubleshooting|+]], [[Category.PaperCutMF|+]]
to:
''Categories:'' [[Category.KnownIssues|+]], [[Category.PaperCutMF|+]]
September 02, 2018, at 11:08 PM by Shane - Fixed a typo
Changed line 154 from:
*Ask guide users to manually change the settings on their driver.
to:
*Guide users to manually change the settings on their driver.
August 31, 2018, at 01:54 PM by Shane - Added issue 14472
August 31, 2018, at 01:53 PM by 60.224.208.116 -
Changed line 22 from:
3304
to:
14472
Changed line 24 from:
Sharp devices with an OSA version older than v4 fail to connect over SSL..[[#i3304| More info...]]
to:
Released Print Jobs Not Being Printed (Sharp Job Log Shows 042F Authentication Error)[[#i14472| More info...]]
Changed lines 26-28 from:
17.1.1 (Build 40430)
(:cell 
class=unresolved :)
In Progress
to:
17.4.2 onwards
(:cell class=resolved :)
Closed
Added line 30:
Workaround available
Changed line 33 from:
656168
to:
3304
Changed line 35 from:
Cannot start an integrated scan job when a site server's primary server is offline.[[#i656168| More info...]]
to:
Sharp devices with an OSA version older than v4 fail to connect over SSL..[[#i3304| More info...]]
Changed line 37 from:
15.3 (Build 34078)
to:
17.1.1 (Build 40430)
Changed line 43 from:
410005
to:
656168
Changed line 45 from:
Speaker fax dialling. [[#i410005| More info...]]
to:
Cannot start an integrated scan job when a site server's primary server is offline.[[#i656168| More info...]]
Changed lines 47-48 from:
 
(:cell class=unresolved :)
to:
15.3 (Build 34078)
(
:cell  class=unresolved :)
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Changed line 53 from:
7635
to:
410005
Changed line 55 from:
Log out using soft / hard log out button on Sharp devices redirects to a white screen. [[#i7635| More info...]]
to:
Speaker fax dialling. [[#i410005| More info...]]
Changed lines 57-59 from:
15.3 (Build 34230)
(:cell class=resolved :)
Resolved
to:
 
(:cell class=unresolved :)
In Progress
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15.3 (Build 34420)
to:
 
Changed line 64 from:
410001
to:
7635
Changed line 66 from:
Cannot use some card readers in keyboard emulation mode. [[#i410001| More info...]]
to:
Log out using soft / hard log out button on Sharp devices redirects to a white screen. [[#i7635| More info...]]
Changed lines 68-69 from:
OSA Sharp models\\
904, 6240 and 5150
to:
15.3 (Build 34230)
Changed lines 72-73 from:
Workaround\\
Available
to:
15.3 (Build 34420)
Changed line 75 from:
410002
to:
410001
Changed line 77 from:
Slow Printing on Some Sharp Copiers. [[#i410002| More info...]]
to:
Cannot use some card readers in keyboard emulation mode. [[#i410001| More info...]]
Changed lines 79-80 from:
 
to:
OSA Sharp models\\
904, 6240 and 5150
Changed line 88 from:
410003
to:
410002
Changed line 90 from:
Unrecoverable error - "Unable to contact accounting service". [[#i410003| More info...]]
to:
Slow Printing on Some Sharp Copiers. [[#i410002| More info...]]
Changed line 100 from:
410004
to:
410003
Changed line 102 from:
Card login can become unreachable. [[#i410004| More info...]]
to:
Unrecoverable error - "Unable to contact accounting service". [[#i410003| More info...]]
Changed lines 104-105 from:
Sharp `MX2610N\\
and `MX511N
to:
 
Changed lines 108-109 from:
Firmware\\
Upgrade
to:
Workaround\\
Available
Added lines 111-123:
(:cellnr :)
410004
(:cell class=description :)
Card login can become unreachable. [[#i410004| More info...]]
(:cell :)
Sharp `MX2610N\\
and `MX511N
(:cell class=resolved :)
Resolved
(:cell :)
Firmware\\
Upgrade
(:comment ******************************  New Issue Row  **************************************************** :)
Added lines 129-163:

----

\\

[[#i14472]]

!!!14472: Released Print Jobs Not Being Printed (Sharp Job Log Shows 042F Error).


Some Sharp customers have been reporting that when print jobs are released by a PaperCut MF server, nothing prints out, and a 042F authentication error is logged on the device's on-board Job Log.

A security-related change in PaperCut MF 17.4.2 to address a potential access issue on Sharp devices, potentially allowing free printing, has also closed a print method that allowed users with Sharp User Authentication set in their print driver to release a job printed to a PaperCut MF managed queue.

We understand that there are users that could still have User Authentication configured for their Sharp print drivers, and hence this may cause disruption to their printing.
To easily resolve this issue, please ensure on each userís system that the Sharp driver User Authentication settings are disabled by deselecting the User Authentication checkbox under the Job Handling section of the Sharp driver's Properties.

Attach:SharpUA.png

This is also covered in the FAQ & Troubleshooting section of the PaperCut MF Sharp Embedded Manual.
On large sites this may present a challenge if considerable numbers of users have this configured as a legacy setting. Fortunately, there are a few avenues to a solution:

Firstly change the setting on the driver shared from the server if needed.

To change users drivers you can:
*Ask guide users to manually change the settings on their driver.
*Use Group Policy to remove the printer and re-add it.
*Use a login script to remove the printer and re-add it during the logon process.

Should the above methods prove unacceptable in the short term, we have provided a method by which an administrator can choose to relax the security enhancement by adding a device-specific advanced configuration key:

ext-device.sharp_osa.workaround.mac-3763=Y

Please contact your reseller for assistance in adding this key to your PaperCut MF server.

July 11, 2017, at 04:38 AM by Daniel Stoeski - Added Known Issue
Changed line 22 from:
656168
to:
3304
Changed line 24 from:
Cannot start an integrated scan job when a site server's primary server is offline.[[#i656168| More info...]]
to:
Sharp devices with an OSA version older than v4 fail to connect over SSL..[[#i3304| More info...]]
Changed line 26 from:
15.3 (Build 34078)
to:
17.1.1 (Build 40430)
Changed line 32 from:
410005
to:
656168
Changed line 34 from:
Speaker fax dialling. [[#i410005| More info...]]
to:
Cannot start an integrated scan job when a site server's primary server is offline.[[#i656168| More info...]]
Changed lines 36-37 from:
 
(:cell class=unresolved :)
to:
15.3 (Build 34078)
(
:cell  class=unresolved :)
Deleted line 39:
 
Changed line 42 from:
7635
to:
410005
Changed line 44 from:
Log out using soft / hard log out button on Sharp devices redirects to a white screen. [[#i7635| More info...]]
to:
Speaker fax dialling. [[#i410005| More info...]]
Changed lines 46-48 from:
15.3 (Build 34230)
(:cell class=resolved :)
Resolved
to:
 
(:cell class=unresolved :)
In Progress
Changed line 50 from:
15.3 (Build 34420)
to:
 
Changed line 53 from:
410001
to:
7635
Changed line 55 from:
Cannot use some card readers in keyboard emulation mode. [[#i410001| More info...]]
to:
Log out using soft / hard log out button on Sharp devices redirects to a white screen. [[#i7635| More info...]]
Changed lines 57-58 from:
OSA Sharp models\\
904, 6240 and 5150
to:
15.3 (Build 34230)
Changed lines 61-62 from:
Workaround\\
Available
to:
15.3 (Build 34420)
Changed line 64 from:
410002
to:
410001
Changed line 66 from:
Slow Printing on Some Sharp Copiers. [[#i410002| More info...]]
to:
Cannot use some card readers in keyboard emulation mode. [[#i410001| More info...]]
Changed lines 68-69 from:
 
to:
OSA Sharp models\\
904, 6240 and 5150
Changed line 77 from:
410003
to:
410002
Changed line 79 from:
Unrecoverable error - "Unable to contact accounting service". [[#i410003| More info...]]
to:
Slow Printing on Some Sharp Copiers. [[#i410002| More info...]]
Changed line 89 from:
410004
to:
410003
Changed line 91 from:
Card login can become unreachable. [[#i410004| More info...]]
to:
Unrecoverable error - "Unable to contact accounting service". [[#i410003| More info...]]
Changed lines 93-94 from:
Sharp `MX2610N\\
and `MX511N
to:
 
Changed lines 97-98 from:
Firmware\\
Upgrade
to:
Workaround\\
Available
Added lines 100-112:
(:cellnr :)
410004
(:cell class=description :)
Card login can become unreachable. [[#i410004| More info...]]
(:cell :)
Sharp `MX2610N\\
and `MX511N
(:cell class=resolved :)
Resolved
(:cell :)
Firmware\\
Upgrade
(:comment ******************************  New Issue Row  **************************************************** :)
Added lines 118-129:

----

\\

[[#i3304]]

!!!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
May 31, 2016, at 01:33 AM by kelby - Cannot start an integrated scan job when a site server's primary server is offline.
Changed line 22 from:
7635
to:
656168
Changed line 24 from:
Log out using soft / hard log out button on Sharp devices redirects to a white screen. [[#i7635| More info...]]
to:
Cannot start an integrated scan job when a site server's primary server is offline.[[#i656168| More info...]]
Changed lines 26-28 from:
15.3 (Build 34230)
(:cell class=resolved :)
Resolved
to:
15.3 (Build 34078)
(:cell  class=unresolved :)
In Progress
Deleted line 29:
15.3 (Build 34420)
Changed line 32 from:
410001
to:
410005
Changed line 34 from:
Cannot use some card readers in keyboard emulation mode. [[#i410001| More info...]]
to:
Speaker fax dialling. [[#i410005| More info...]]
Changed lines 36-39 from:
OSA Sharp models\\
904, 6240 and 5150
(:cell class=resolved :)
Resolved
to:
 
(:cell class=unresolved :)
In Progress
Changed lines 40-41 from:
Workaround\\
Available
to:
 
Changed line 43 from:
410002
to:
7635
Changed line 45 from:
Slow Printing on Some Sharp Copiers. [[#i410002| More info...]]
to:
Log out using soft / hard log out button on Sharp devices redirects to a white screen. [[#i7635| More info...]]
Changed line 47 from:
 
to:
15.3 (Build 34230)
Changed lines 51-52 from:
Workaround\\
Available
to:
15.3 (Build 34420)
Changed line 54 from:
410003
to:
410001
Changed line 56 from:
Unrecoverable error - "Unable to contact accounting service". [[#i410003| More info...]]
to:
Cannot use some card readers in keyboard emulation mode. [[#i410001| More info...]]
Changed lines 58-59 from:
 
to:
OSA Sharp models\\
904, 6240 and 5150
Changed line 67 from:
410004
to:
410002
Changed line 69 from:
Card login can become unreachable. [[#i410004| More info...]]
to:
Slow Printing on Some Sharp Copiers. [[#i410002| More info...]]
Changed lines 71-72 from:
Sharp `MX2610N\\
and `MX511N
to:
 
Changed lines 75-76 from:
Firmware\\
Upgrade
to:
Workaround\\
Available
Changed line 79 from:
410005
to:
410003
Changed line 81 from:
Speaker fax dialling. [[#i410005| More info...]]
to:
Unrecoverable error - "Unable to contact accounting service". [[#i410003| More info...]]
Changed lines 84-85 from:
(:cell class=unresolved :)
In Progress
to:
(:cell class=resolved :)
Resolved
Changed lines 87-102 from:
 
to:
Workaround\\
Available
(:comment ******************************  New Issue Row  **************************************************** :)
(:cellnr :)
410004
(:cell class=description :)
Card login can become unreachable. [[#i410004| More info...]]
(:cell :)
Sharp `MX2610N\\
and `MX511N
(:cell class=resolved :)
Resolved
(:cell :)
Firmware\\
Upgrade
(:comment ******************************  New Issue Row  **************************************************** :)
Changed lines 113-120 from:
[[#i7635]]

!!!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)
.
to:
[[#i656168]]

!!!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.
Changed lines 123-137 from:
[[#i410001]]
!!!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: mailto:support@papercut.com
to:
[[#i410005]]
!!!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.
Changed lines 138-144 from:
[[#i410002]]
!!!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.

[[SlowPrintingOnSomeSharpCopiers|Read more about it here
.]]
to:
[[#i7635]]

!!!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).

Added lines 150-179:
[[#i410001]]
!!!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: mailto:support@papercut.com

----

\\

[[#i410002]]
!!!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.

[[SlowPrintingOnSomeSharpCopiers|Read more about it here.]]

----

\\

Deleted lines 214-228:

----

\\

[[#i410005]]
!!!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.
January 22, 2016, at 07:29 AM by 203.222.91.204 -
Changed lines 27-28 from:
(:cell class=unresolved:)
Open
to:
(:cell class=resolved :)
Resolved
Changed line 30 from:
[[#i7635|Hotfix Available]]
to:
15.3 (Build 34420)
Changed line 108 from:
There is a hotfix available for this issue - please email mailto:support@papercut.com to obtain this build.
to:
A fix for this bug was included in PaperCut MF 15.3 (Build 34420).
January 08, 2016, at 05:45 AM by 203.222.91.204 -
Changed lines 27-28 from:
(:cell class=resolved :)
Resolved
to:
(:cell class=unresolved:)
Open
January 08, 2016, at 05:41 AM by 203.222.91.204 -
Changed line 22 from:
410001
to:
7635
Changed line 24 from:
Cannot use some card readers in keyboard emulation mode. [[#i410001| More info...]]
to:
Log out using soft / hard log out button on Sharp devices redirects to a white screen. [[#i7635| More info...]]
Changed lines 26-27 from:
OSA Sharp models\\
904, 6240 and 5150
to:
15.3 (Build 34230)
Changed lines 30-31 from:
Workaround\\
Available
to:
[[#i7635|Hotfix Available]]
Changed line 33 from:
410002
to:
410001
Changed line 35 from:
Slow Printing on Some Sharp Copiers. [[#i410002| More info...]]
to:
Cannot use some card readers in keyboard emulation mode. [[#i410001| More info...]]
Changed lines 37-38 from:
 
to:
OSA Sharp models\\
904, 6240 and 5150
Changed line 46 from:
410003
to:
410002
Changed line 48 from:
Unrecoverable error - "Unable to contact accounting service". [[#i410003| More info...]]
to:
Slow Printing on Some Sharp Copiers. [[#i410002| More info...]]
Changed line 58 from:
410004
to:
410003
Changed line 60 from:
Card login can become unreachable. [[#i410004| More info...]]
to:
Unrecoverable error - "Unable to contact accounting service". [[#i410003| More info...]]
Changed lines 62-63 from:
Sharp `MX2610N\\
and `MX511N
to:
 
Changed lines 66-67 from:
Firmware\\
Upgrade
to:
Workaround\\
Available
Changed line 70 from:
410005
to:
410004
Changed line 72 from:
Speaker fax dialling. [[#i410005| More info...]]
to:
Card login can become unreachable. [[#i410004| More info...]]
Changed lines 74-76 from:
 
(:cell class=unresolved
:)
In Progress
to:
Sharp `MX2610N\\
and `MX511N
(
:cell class=resolved :)
Resolved
Added lines 79-86:
Firmware\\
Upgrade
(:comment ******************************  New Issue Row  **************************************************** :)
(:cellnr :)
410005
(:cell class=description :)
Speaker fax dialling. [[#i410005| More info...]]
(:cell :)
Added lines 88-91:
(:cell class=unresolved :)
In Progress
(:cell :)
 
Added lines 97-108:

----

\\

[[#i7635]]

!!!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.

There is a hotfix available for this issue - please email mailto:support@papercut.com to obtain this build.
March 03, 2015, at 11:03 PM by 71.236.214.84 -
Added lines 134-135:
'''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. 
January 21, 2015, at 08:26 PM by Rick - clarified device admin menu steps
Changed line 99 from:
  2. Disable PaperCut in the External Application settings
to:
  2. Disable PaperCut in the  Application settings / External Application settings / External Accounting Application settings
Changed lines 102-103 from:
  5. Reboot the copier and enable PaperCut in the External Application settings.
to:
  5. Reboot the copier and enable PaperCut in the Application settings / External Application settings / External Accounting Application settings.
September 14, 2014, at 11:55 PM by 203.222.91.204 -
Changed lines 1-2 from:
(:title Known Issues with Sharp Onboard  (PaperCut MF):)
to:
(:title Known Issues with Sharp Onboard (PaperCut MF):)
Changed line 83 from:
Other known issues, not specific to the Ricoh Embedded solution are covered in:
to:
Other known issues, not specific to the Sharp Onboard solution are covered in:
August 31, 2014, at 11:29 PM by 203.222.91.204 -
Changed lines 63-64 from:
Sharp MX2610N\\
and MX511N
to:
Sharp `MX2610N\\
and `MX511N
August 31, 2014, at 11:29 PM by 203.222.91.204 -
Changed lines 63-64 from:
12.0
to:
Sharp MX2610N\\
and MX511N
August 31, 2014, at 11:28 PM by 203.222.91.204 -
Changed lines 1-2 from:
(:title Known Issues with Sharp Onboard (PaperCut MF):)
to:
(:title Known Issues with Sharp Onboard  (PaperCut MF):)
Changed lines 5-82 from:
This page is dedicated to issues current and past with the PaperCut MF Sharp Onboard solution.  Other issues are covered in:
to:
----

(:comment ***** Issues Table - use class=resolved or class=unresolved on the Status cells to alter the text colour **************************************************** :)

(:table border=1 width=100% cellspacing=5 class=issues :)
(:cellnr :)
'''Issue ID'''
(:cell :)
'''Description'''
(:cell :)
'''Reported in'''
(:cell :)
'''Status'''
(:cell :)
'''Resolved in'''
(:comment ******************************  New Issue Row  **************************************************** :)
(:cellnr :)
410001
(:cell class=description :)
Cannot use some card readers in keyboard emulation mode. [[#i410001| More info...]]
(:cell :)
OSA Sharp models\\
904, 6240 and 5150
(:cell class=resolved :)
Resolved
(:cell :)
Workaround\\
Available
(:comment ******************************  New Issue Row  **************************************************** :)
(:cellnr :)
410002
(:cell class=description :)
Slow Printing on Some Sharp Copiers. [[#i410002| More info...]]
(:cell :)
 
(:cell class=resolved :)
Resolved
(:cell :)
Workaround\\
Available
(:comment ******************************  New Issue Row  **************************************************** :)
(:cellnr :)
410003
(:cell class=description :)
Unrecoverable error - "Unable to contact accounting service". [[#i410003| More info...]]
(:cell :)
 
(:cell class=resolved :)
Resolved
(:cell :)
Workaround\\
Available
(:comment ******************************  New Issue Row  **************************************************** :)
(:cellnr :)
410004
(:cell class=description :)
Card login can become unreachable. [[#i410004| More info...]]
(:cell :)
12.0
(:cell class=resolved :)
Resolved
(:cell :)
Firmware\\
Upgrade
(:comment ******************************  New Issue Row  **************************************************** :)
(:cellnr :)
410005
(:cell class=description :)
Speaker fax dialling. [[#i410005| More info...]]
(:cell :)
 
(:cell class=unresolved :)
In Progress
(:cell :)
 
(:tableend:)

Other known issues, not specific to the Ricoh Embedded solution are covered in:
Changed lines 86-92 from:
!!''November 2013'' - Cannot use some card readers in keyboard emulation mode on OSA Sharp models 904, 6240 and 5150
to:
----

\\

[[#i410001]]
!!!410001:
Cannot use some card readers in keyboard emulation mode on OSA Sharp models 904, 6240 and 5150
Changed lines 105-111 from:
!!''November 2012'' - Slow Printing on Some Sharp Copiers
to:
----

\\

[[#i410002]]
!!!410002:
Slow Printing on Some Sharp Copiers
Changed lines 116-118 from:
!!''3rd October 2012'' - 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:
to:
----

\\

[[#i410003]]
!!!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:
Added line 128:
Changed lines 133-135 from:

!!Card login can become unreachable (version 12.0) ''(resolved in Sharp firmware update, see below)''
to:
----

\\

[[#i410004]]
!!!410004: Card login can become unreachable (version 12.0) ''(resolved in Sharp firmware update, see below)''
Changed lines 154-156 from:

!!Speaker fax dialling
to:
----

\\

[[#i410005]]
!!!410005: Speaker fax dialling
Changed lines 167-234 from:
'''Update (2012-01-12):''' 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.


!!Various firmware issues

Some issues have been observed with Sharp firmware version 02.00.A1 . If you are having problems with PaperCut on Sharp devices running this version of firmware then please contact your Sharp dealer to see if a later version is available.


!!Print-to-fax functionality ''(resolved in 11.5 build 15204)''

Sharp provide a Print-to-Fax print driver.  These are handled appropriately by the print management side of PaperCut MF.  However Sharp devices attempt to authenticate these print jobs in a different manner to print jobs and fax jobs.  We are working with Sharp to resolve these issues.  As a work around we suggest that customers use the traditional fax from the machine.


!!Balance overrun ''(resolved in 11.4)''

On some recent device models users are able to overrun their quota/credit balance when performing copying.  This issue is fixed in the 11.4 release.


!!Print release for queues containing @@&@@ (ampersand) ''(resolved in 11.3.14286)''

In the 11.3 release, build 14148 and 14184, devices using the new HTML interface for Print Release for printers with names containing the @@&@@ character cannot release individual jobs. 11.3 build 14286 resolves this problem.


!!Card readers with username/password and id logins ''(resolved in 11.3)''

The 11.3 release causes problems on devices using the new HTML interface with card readers if username/password or ID number was enabled along with the card authentication.  This release fixes this issue.


!!"Operation is disabled" message ''(resolved in 11.3)''

Some users have reported an "Operation is disabled" message on some Sharp MFP devices with PaperCut installed.  This issue has been resolved in PaperCut 11.3.


!!`OSA4 on new devices with 10" screens ''(resolved in 11.3)''

PaperCut released support for Sharp `OSA4 devices in 11.2.  However, devices with the 10" screens were not supported in this release.  This issue was resolved in PaperCut 11.3.


!!Sharp OSA - version 11.0 ''(resolved in 11.1)''

When a Sharp copier is set up in PaperCut for login by Shared Account PIN, XML codes will appear on the Sharp LCD when a user logs in.

"Login by Shared Account PIN" is the case where
* a Sharp device is configured to auto-login as a user,
* that user has access to at least two Shared Account configured with PIN codes, and
* popups are enabled for that user.


!!Error when using custom logo - version 10.3 ''(resolved in 10.4)''

If using a custom logo image with the Sharp OSA the following error may appear on the device:

  @@Could not access the accounting server. Please contact your administrator@@

To work-around this problem remove the custom logo by renaming the "background.gif" file to "background-old.gif" in the directory: @@ [app-path]\server\custom\device\sharp\ @@ .  This will disable the custom logo image.

This issue was resolved in PaperCut 11.4.


!!Stability issues with Sharp OSA 3.0 - version 9.7 ''(resolved in 9.8)''

Some sites have reported stability issues on when running PaperCut 9.7 on the latest Sharp Devices with OSA 3.0 firmware.


!!See also:
* [[KnownIssuesMF|Known issues (PaperCut MF)]]
* [[KnownIssues|Known issues (all editions)]]

to:
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.
Added lines 170-172:

\\

Added line 174:
Added line 176:
Changed lines 20-21 from:
We would be interested in reports of success or failure using this approach.
to:
We would be interested in reports of success or failure using this approach. Please let us know: mailto:support@papercut.com
Changed lines 10-11 from:
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.
to:
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.
November 07, 2013, at 05:54 AM by Alec - Added info from ZCH-572-98335
Added lines 9-21:
!!''November 2013'' - 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 External 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 External Application settings.

We would be interested in reports of success or failure using this approach.

Changed line 9 from:
!!''November 2012'' - Slow Printing on Some Sharp Copiers"
to:
!!''November 2012'' - Slow Printing on Some Sharp Copiers
Changed lines 9-13 from:
to:
!!''November 2012'' - 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.

[[SlowPrintingOnSomeSharpCopiers|Read more about it here.]]

Changed lines 36-37 from:
!!Speaker fax dialing
to:
!!Speaker fax dialling
Added lines 108-111:
!!See also:
* [[KnownIssuesMF|Known issues (PaperCut MF)]]
* [[KnownIssues|Known issues (all editions)]]

Changed lines 14-15 from:
* Consider firewalling off your Sharp devices so only print servers can access (hence avoiding exposure to other network traffic).
to:
* Consider firewalling off your Sharp devices at a nearby switch so only print servers can access (hence avoiding exposure to other network traffic).
Added lines 10-18:
!!''3rd October 2012'' - 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 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.

Changed line 111 from:
[-Keywords: problems, bugs, hotfixes, release notes-]
to:
[-Keywords: problems, bugs, hotfixes, release notes-]
Changed lines 10-11 from:
!!Card login can become unreachable (version 12.0) '''(resolved in Sharp firmware update, see below)'''
to:
!!Card login can become unreachable (version 12.0) ''(resolved in Sharp firmware update, see below)''
Changed lines 43-44 from:
!!Print-to-fax functionality (resolved in 11.5 build 15204)
to:
!!Print-to-fax functionality ''(resolved in 11.5 build 15204)''
Added lines 73-98:
!!Sharp OSA - version 11.0 ''(resolved in 11.1)''

When a Sharp copier is set up in PaperCut for login by Shared Account PIN, XML codes will appear on the Sharp LCD when a user logs in.

"Login by Shared Account PIN" is the case where
* a Sharp device is configured to auto-login as a user,
* that user has access to at least two Shared Account configured with PIN codes, and
* popups are enabled for that user.


!!Error when using custom logo - version 10.3 ''(resolved in 10.4)''

If using a custom logo image with the Sharp OSA the following error may appear on the device:

  @@Could not access the accounting server. Please contact your administrator@@

To work-around this problem remove the custom logo by renaming the "background.gif" file to "background-old.gif" in the directory: @@ [app-path]\server\custom\device\sharp\ @@ .  This will disable the custom logo image.

This issue was resolved in PaperCut 11.4.


!!Stability issues with Sharp OSA 3.0 - version 9.7 ''(resolved in 9.8)''

Some sites have reported stability issues on when running PaperCut 9.7 on the latest Sharp Devices with OSA 3.0 firmware.

Added lines 1-76:
(:title 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 [[https://www.papercut.com/contact/|support]].

This page is dedicated to issues current and past with the PaperCut MF Sharp Onboard solution.  Other issues are covered in:
* [[KnownIssuesMF|Issues affecting PaperCut MF]]
* [[KnownIssues|Issues affecting all editions of PaperCut]]


!!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.


!!Speaker fax dialing

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.

'''Update (2012-01-12):''' 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.


!!Various firmware issues

Some issues have been observed with Sharp firmware version 02.00.A1 . If you are having problems with PaperCut on Sharp devices running this version of firmware then please contact your Sharp dealer to see if a later version is available.


!!Print-to-fax functionality (resolved in 11.5 build 15204)

Sharp provide a Print-to-Fax print driver.  These are handled appropriately by the print management side of PaperCut MF.  However Sharp devices attempt to authenticate these print jobs in a different manner to print jobs and fax jobs.  We are working with Sharp to resolve these issues.  As a work around we suggest that customers use the traditional fax from the machine.


!!Balance overrun ''(resolved in 11.4)''

On some recent device models users are able to overrun their quota/credit balance when performing copying.  This issue is fixed in the 11.4 release.


!!Print release for queues containing @@&@@ (ampersand) ''(resolved in 11.3.14286)''

In the 11.3 release, build 14148 and 14184, devices using the new HTML interface for Print Release for printers with names containing the @@&@@ character cannot release individual jobs. 11.3 build 14286 resolves this problem.


!!Card readers with username/password and id logins ''(resolved in 11.3)''

The 11.3 release causes problems on devices using the new HTML interface with card readers if username/password or ID number was enabled along with the card authentication.  This release fixes this issue.


!!"Operation is disabled" message ''(resolved in 11.3)''

Some users have reported an "Operation is disabled" message on some Sharp MFP devices with PaperCut installed.  This issue has been resolved in PaperCut 11.3.


!!`OSA4 on new devices with 10" screens ''(resolved in 11.3)''

PaperCut released support for Sharp `OSA4 devices in 11.2.  However, devices with the 10" screens were not supported in this release.  This issue was resolved in PaperCut 11.3.


----
''Categories:'' [[Category.Troubleshooting|+]], [[Category.PaperCutMF|+]]
----
[-Keywords: problems, bugs, hotfixes, release notes-]

Comments

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Article last modified on April 22, 2019, at 06:18 PM
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