Known Issues with Toshiba SDK2 Embedded (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 PaperCut support.


Issue ID

Description

Reported in

Status

Resolved in

11962

Toshiba devices may incorrectly show as Inactive in PaperCut admin UI. More info…

17.2

Open

6601

Local admin login on Toshiba throws Java exception. More info…

15.2 (Build 33701)

Resolved

15.3 (Build 34078)

440021

Job Status button does not work. More info…

 

Resolved

 

6352

Toshiba copiers duplicating records of copy jobs. More info…

15.1 (Build 33290)

Resolved

15.2 (Build 33770)

440001

Toshiba job tracking stops working with “Internal server error” errors reported in the Application server log. More info…

14.2 (Build 27858)

Resolved

14.2 (Build 28232)

440002

Zero stop not working on recent configuration of Toshiba. More info…

 

Resolved

Workaround
Available

440003

Toshiba reports connection refused error messages when connecting to device from PaperCut. More info…

Firmware 2001

Resolved

Firmware 2001G

440004

Toshiba creates mysterious user "0" (zero) and tracks some copy jobs to user "0" (zero). More info…

 

Resolved

Firmware
Upgrade

440005

Toshiba on upgrading to PaperCut MF 14.0 does not show the Release All button on the print release page. More info…

14.0

Resolved

14.0.26241

440006

Toshiba on PaperCut MF 13.5 does not correctly charge to shared accounts chosen by the user. More info…

13.5

Resolved

13.5 (Build 25126)

440007

Toshiba SDK2 devices incorrectly show the authentication option for Anonymous Login. More info…

13.1

Resolved

13.4

440008

IOS Printing fails to the Toshiba eBX with error code 4311 showing in the printing logs on TopAccess. More info…

 

Resolved

Workaround
Available

440009

User and Password authentication fails if certain characters in the password are used. More info…

 

Resolved

Workaround
Available

440010

Deleting a device may fail if the device cannot be contacted. More info…

 

Resolved

13.0

440011

Toshiba SDK2 occasionally incorrectly reports that “Quota is Exceeded” More info…

 

Resolved

12.5

440012

Card authentication on Toshiba may report a duplicate user login in the PaperCut App Log. More info…

Firmware
3300

Resolved

Firmware
Update

440013

Toshiba Firmware upgrades may lose settings. More info…

Firmware
pre-v3000

Resolved

Firmware
Update v3000+

440014

Toshiba Firmware issue causes device ODCA service to stop responding. More info…

 

Resolved

Firmware
v3300

440015

Errors running on black and white eBX devices. More info…

 

Resolved

12.1

440016

Errors when scanning to email with CC and/or BCC. More info…

 

Resolved

12.1

440017

PaperCut page count tracking problem on Toshiba (non SDK2) eBX after firmware change. More info…

 

Resolved

Firmware
v3000

440018

Toshiba Firmware Regression for eB3 devices. More info…

Version 310
and 315

Resolved

Workaround
Available

440019

Account selection not truncating long account names. More info…

 

Resolved

 

440020

Unable to access EWB because of missing EWB Access Permission . More info…

 

Resolved

15.1

Other known issues, not specific to the Toshiba SDK2 Embedded solution are covered in:



11962: Toshiba devices may incorrectly show as Inactive in PaperCut admin UI

Toshiba devices with the PaperCut SDK2 app may incorrectly show as Inactive in PaperCut admin UI. A change made in PaperCut 17.2 may cause devices with the PaperCut app to show as Inactive when in fact they are operating correctly. There is no impact on end users - the devices will continue to operate correctly, and all PaperCut functionality should work as usual. The only impact is the incorrect status shown in the PaperCut Admin UI.

This issue will be addressed in a future release.



6601: Local admin login on Toshiba throws Java exception

There appears to be a change in behavior (bug) in PaperCut 15.2 (Build 33701) affecting the display of a PaperCut landing page when authenticated as the local user ‘admin’. Prior to 15.2 when authenticated on a device using the local admin account PaperCut displayed a page advising the user to that affect - ‘You are logged in as MFP admin and have access to all device functions’. After 15.2 (33701) local admin login on Toshiba is throwing a Java error on the device panel.

A fix for this bug was included in PaperCut MF 15.3 (Build 34078).



440021: Job Status Button does not work

Unfortunately, the PaperCut SDK 2 Manual was not initially updated to mention the necessary changes required in TopAccess to allow the Job Status button on the Held Jobs page to work.

Please ensure that under Andministration → EWB page → Service Registration Setting, that you add the URL of http://server-address:9191 (where server-address is the address of your PaperCut server). Please see the Toshiba SDK2 embedded manual for more details.



6352: Duplicate job log entries

If a Toshiba MFP is set to do Automatic Supply Order emails or service notifications then scanning logs will be generated on the MFP without an associated user. This has caused PaperCut to go into an error state and generate many duplicate entries in the PaperCut job logs for the Toshiba v2 device.

A PaperCut fix for this bug is included the 15.2 bug fix release. A script for removing the duplicate entries from PaperCut’s job log database is available for Derby databases running on Windows - please contact support to obtain this or for scripts that need to be run on any other database platforms.



440001: Toshiba job tracking stops working in PaperCut MF 14.2 (Build 27858) with “Internal server error” errors reported in the Application server log

In PaperCut MF 14.2 (Build 27858), we added a call to the Toshiba devices to retrieve the firmware number. It has been reported on Toshiba eS3540C with firmware T140HD0W3301, that when PaperCut goes to retrieve the job log from the device it will cause an error: ERROR ToshibaV2ExtDevice:248 - SOAP error: Internal server error which will prevent PaperCut from tracking any jobs. Toshiba Japan are aware of the issue and the solution is to upgrade the Toshiba MFD to the latest version of the firmware. For example, on the Toshiba eS3540C a recent working firmware version is T140HD0W4003(L4.635). In PaperCut MF 14.2 (Build 28232) we added support for better handling of the retrieval failure of the firmware number so that job tracking is unaffected.



440002: Zero stop not working on recent configuration of Toshiba

A step in setting up Zero Stop on the Toshiba was mistakenly removed from the Toshiba v2 Embedded Manual which could cause zero stop to stop working. In TopAccess, in the Counter tab, and Quota Setting, please ensure Job Quota is selected (and Black/Color Quota is now off). If Black/Color Quota is left on, then zero stop will not work.



440003: Toshiba reports connection refused error messages when connecting to device from PaperCut.

In the Application Server debug logs this can be seen as:

DEBUG ToshibaSoapOutbound:114 - Establishing Toshiba SOAP connection to: 10.12.4.225, user: admin
ERROR ToshibaV2ExtDevice:238 - Connection error: HTTP transport error: java.net.ConnectException: Connection refused: connect

This is likely due to the Toshiba’s ODCA server not responding. Please contact Toshiba for a firmware patch to rectify the problem. This has been seen on firmware 2001 and fixed on firmware 2001G.



440004: Toshiba creates mysterious user "0" (zero) and tracks some copy jobs to user "0" (zero).

There have been a few reports where some copy jobs are tracked to user “0” instead of the actual user. Upgrading to the latest firmware on the Toshiba has rectified the problem.



440005: Toshiba on upgrading to PaperCut MF 14.0 does not show the Release All button on the print release page. (Resolved in 14.0.26241)

To ensure the Print-All button is enabled again, navigate to the device details page and apply the current settings (either by hitting the OK or apply button and no changes needed). The software has been fixed and the fix will be included in the next fixes release of PaperCut 14.



440006: Toshiba on PaperCut MF 13.5 does not correctly charge to shared accounts chosen by the user.

In 13.5, if the user selects a shared account for charging to, the job will still be charged to their personal account instead of the shared account. This is fixed in 13.5 build 25126.



440007: Toshiba SDK2 devices incorrectly show the authentication option for Anonymous Login.

When PIN and ID support was added to Toshiba SDK2 in version 13.1, we incorrectly turned on the capability for Anonymous Login even though it is not supported. The authentication dialogs are controlled by Toshiba and there isn’t a way to support Anonymous Login. This is fixed in PaperCut 13.4.



440008: IOS Printing fails to the Toshiba eBX with error code 4311 showing in the printing logs on TopAccess.

IOS printing jobs that are sent to the Toshiba device via a Mac server, are sent using the Postscript language as the user “guest”. This causes a failure unless guest is enabled on the MFP and guest’s appropriate permissions are set. In order to workaround this issue and not require having guest enabled, please request a special Print Data Converter file from PaperCut support. Please follow the guidelines in the Toshiba SDKv2 manual for installing this Print Data Converter. This PDC file is considered experimental and is not provided in the installation as we are awaiting approval from Toshiba Japan.



440009: User and Password authentication fails if certain characters in the password are used.

If the user’s password contains certain non-alphanumeric characters which include: "%&'<>[] or spaces then the authentication at the Toshiba’s panel will fail. We have narrowed down that this behavior occurs when the “Create User Information Automatically” option is turned on in the Security settings of the Toshiba. However, PaperCut needs this setting turned on for its functionality to work. Toshiba Japan are aware of the issue and plan to improve their password character support in a future update of their firmware. Until the problem is resolved, we recommend avoiding these characters in passwords. Other punctuation characters still work. Toshiba has provided a table which lists valid and invalid password characters:



440010: Deleting a device may fail if the device cannot be contacted (resolved in 13.0)

If a Toshiba SDK2 device’s IP address has changed recently or the device is offline, deleting its device entry from the Devices tab in the PaperCut admin interface may result in the action not completing (the page will continue to load).

A custom build of PaperCut is available to correct this issue. Workarounds include ensuring the device is contactable when deleting it, or not deleting the device. This issue will be fixed in the next release.



440011: Toshiba SDK2 occasionally incorrectly reports that “Quota is Exceeded” (resolved in 12.5)

Problem description: Upon logging into a Toshiba eBX MFP using a Toshiba SDK2 managed by PaperCut, the user may find that the device incorrectly reports “Quota is Exceeded”. This issue is intermittent and is usually only seen on large networks with many devices or users.

This problem occurs because Quota limits need to be set up after login (or account selection). If there is a short delay in setting up the quota limits, and the user starts a copy process before this operation completes, they may experience this message (a race-condition). When the user retries to copy, usually the message does not re-appear. PaperCut has recently made a number of code changes to reduce the likelihood of this occurring. PaperCut is also working with Toshiba to see if some device-level changes are possible to further mitigate the issue.

Update (1-Nov-2012): With the release of PaperCut 12.5 we’ve made a number of improvements to reduce the likelihood of this occurring. We recommend you upgrade if you are running Toshiba SDK2 devices, particularly if you have 50+ Toshiba devices connected.



440012: Card authentication on Toshiba may report a duplicate user login in the PaperCut App Log (Firmware v3300)

Toshiba firmware version v3300 introduced a problem that causes the MFP authenticate to PaperCut twice. This results in the PaperCut application log showing 2 login entries, but otherwise does not cause any problems.

Toshiba have confirmed this is a firmware issue and it will be resolved in an upcoming firmware update.



440013: Toshiba Firmware upgrades may lose settings

We have had reports from our network of resellers that upon some firmware upgrades the device settings (e.g. LDAP directory settings) may be lost. It has been reported that it usually happens when going from pre v3000 (eg v2050) to post v3000 firmware but not from v3xxx to v3xxx. However, we haven’t had consistency here, as testing by Toshiba hasn’t shown this problem.

For this reason we recommend checking the settings and testing to assure that the integration works after installing firmware upgrades.



440014: Toshiba Firmware issue causes device ODCA service to stop responding (resolved in Toshiba firmware 3300)

We have has some reports of the device’s ODCA (Off-device Customization Architecture) service stopping responding to network requests. This service listens for network requests from external applications (like PaperCut). If this service stops responding then problems will occur, e.g. quotas will not be enforced, jobs usage will not be logged, etc.

When this occurs the device status in PaperCut will list an error similar to the following:

 java.net.ConnectException: Connection refused


440015: Errors running on black and white eBX devices (resolved in 12.1)

The black and white eBX devices are brand new and were released after PaperCut’s initial integration with the Toshiba SDK v2 devices. Unfortunately there is a small difference in the SDK v2 on these devices that causes issues with PaperCut.

The symptoms of this issue are that the device will report the following error (both in the device status in the admin UI and in the server.log):

   One or more of the permission names are invalid


440016: Errors when scanning to email with CC and/or BCC (resolved in 12.1)

Scanning to email with a CC or BCC address list will produce the following error when processing the job log:

   ERROR ToshibaV2ExtDevice:207 - Encountered error: null


440017: PaperCut page count tracking problem on Toshiba (non SDK2) eBX after firmware change.

When firmware is changed on the Toshiba ebX device with SNMP traps already enabled for address 10, the SNMP traps may no longer continue to work and will hence stop PaperCut from tracking the device. Apparently, that although the value for address 10 is displayed with the intended value, it is actually stored as blank. To correct the problem, one needs to change the address to the wrong value, save it, and then go back and set the correct value and re-save it. The value needs to be different in order for the change to be saved. This problem should be fixed in firmware updates after v3000.

Note that Toshiba SDK2 devices in PaperCut do not use SNMP traps and so this is issue is not relevant for them.



440018: Toshiba Firmware Regression for eB3 devices.

Recent firmware for the Toshiba eB3 devices (reported on version 310 and 315) introduces a serious regression with card authentication. The symptom of the problem is that the user is logged-in, but they do not have any permissions to perform copying.

The solution is to run an older version of the firmware, such as 309 or 304. NOTE: If the device firmware is downgraded then the Toshiba technician must reinitialise the “Network Settings”. It has also been reported that v313 appears to be fine.



440019: Account selection not truncating long account names.

Currently, the account selection on Toshiba is divided into 2 columns of accounts and if the account names are long then the window is expanded with a horizontal scroll bar. This will be changed so that the account names are truncated to the size of the screen and will not cause a horizontal scroll bar to appear.



440020: Unable to access EWB because of missing EWB Access Permission .

Toshiba added a new permission to allow access to the Embedded Web Browser on the device which was off by default. When PaperCut created a role to access all the permissions on the device it did not include this new EWB access permission, which meant that the EWB could not be accessed and just went blank, upon login. Toshiba created a firmware to make the EWB Access permission be on by default to help the situation until PaperCut could be modified. In PaperCut version 15.1, we have modeled our created roles off existing Toshiba system roles to ensure that that we pick up all the permissions on the device including the EWB Access permission.



Categories: Troubleshooting, PaperCut MF


Keywords: HP Chai

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Article last modified on July 28, 2017, at 07:02 AM
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