Known Issues with Xerox Secure Access EIP 1.5+ Embedded 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

744555

Xerox EIP 1.5+ devices intermittently freezing and becoming disconnected from PaperCut. Identified in October 2017. More info…

Xerox WC 78xx,
WC 59xx,
WC 66xx,
AltaLink B80xx,
& AltaLink C80xx

Resolved

Firmware
upgrade

10459

The PaperCut EIP app is not fully compatible with VersaLink and AltaLink devices. PaperCut are working closely with Xerox to resolve this.

Current status as of April 19th 2017:

Problem: SNMP login prompt configuration no longer works - Fixed

Problem: Secure Access needs to be automatically set - Fixed

Problem: JobLimits works differently to expected - Fixed

Problem: Setting user permissions - Fixed

Problem: Setting Access Configuration via SNMP fails - Fixed

Regression testing - complete

More info…

17.0

Resolved

17.07

10008

Xerox EIP 2.0+ devices (with Job Limits) fail to allow jobs to complete. More info…

16.2

Resolved

16.3 (Build 38126)

390006

Xerox EIP 1.5+ failed to configure Print Release and Account Selection apps on some EIP 1.5 models. More info…

15.1

Resolved

15.2

390001

Login problems on ConnectKey printer models. More info…

Xerox WC 78xx,
WC 58xx, WC 72xx
& CQ 93xx

Resolved

14.0
(Build 26241)

390003

Job Assembly feature does not work with Xerox EIP2.0+ devices and PaperCut. More info…

 

Resolved

14.0

390004

Unreliable magnetic stripe card reading. More info…

Xerox 78xx

Resolved

Firmware
Upgrade

390002

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

13.5

Resolved

13.5
(Build 25126)

390005

SSL/HTTPS Errors. More info…

13.3 (Builds 23137
& 23186)

Resolved

13.3
(Build 23214)

Other known issues, not specific to the Xerox Secure Access EIP 1.5+ Embedded App are covered in:



744555: Xerox EIP 1.5+ devices intermittently freezing and becoming disconnected from PaperCut.

Xerox EIP 1.5+ devices may infrequently become disconnected from PaperCut and users may find at this time that the device screen freezes and becomes unresponsive. Users will find that the device will only recover after a reboot. This has been identified as a firmware issue, so the solution is to upgrade to the latest firmware version (you may need to request this from Xerox).

Please contact support if you continue to see issues after upgrading to the latest firmware.



10008: Xerox EIP 2.0+ devices fail to allow jobs to complete (Resolved in 16.3 Build 38126)

On EIP 2.0 devices and above that support Job Limits, with recent MFP firmware, when the user goes to do a job (e.g. copy job or scan job), the machine fails to do the job and reports, “Unable to communicate with accounting server.”. This is due to an incorrectly formed message response from the PaperCut Application Server which is supposed to give permission to proceed with the job.

Unfortunately, the early access release of version 16.4 omitted this fix but the final 16.4 release includes the fix.



390001: Login problems on ConnectKey printer models (WC 78xx, WC 58xx, WC 72xx and CQ 93xx) (Resolved in 14.0 Build 26241)

There have been a number of login problems reported on ConnectKey devices. Some of the symptoms include:

  • Delay before the user can log in (while a “cancel” button is shown)
  • No response from printer when userís card is swiped to login or logout (using various types of cards and card readers; Mifare, HID, etc)
  • No response from Panel when Alternate Login button is selected for user to login
  • No response from Panel when a network or Authentication Server failure has occurred

Xerox are aware of these problems and have a new SPAR release coming out around the February time frame to address this. Sites with this problem should gather evidence and log the problem to Xerox Support and await the new SPAR release. Types of evidence gathering include:

  • Movie file that shows the issue
  • Clone file of the printer with all boxes checked when creating the clone file
  • Printer configuration sheet


390002: Xerox on PaperCut MF 13.5 does not correctly charge to shared accounts chosen by the user (resolved in 13.5 Build 25126)

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.



390003: Job Assembly feature does not work with Xerox EIP2.0+ devices and PaperCut (Issue addressed in release 14.0)

PaperCut uses Xerox’s job limits feature to determine whether to approve or deny jobs for zero stop on EIP 2.0+ devices and also to assign a charge account to each job. However there is a Xerox limitation that use of job limits will disable the Job assembly feature.

Specifically, the Build Job and Sample Job buttons on the Job Assembly tab are disabled. In release 14.0, we have added a config parameter, ext-device.xerox.enable-preauth, which can be set to “N” to stop the job limit pre-authorization from happening and thus allowing Job Assembly. Also, the account charging has been fixed to work without job limits.



390004: Unreliable magnetic stripe card reading on Xerox 78xx

Some magnetic stripe card readers (e.g. Magtek, RFIDeas) on certain Xerox models (such as 78xx series) are unreliably sending through the track data to PaperCut. Xerox have released ConnectKey Product SPAR Release 071.xxx.xxx.35100 on December 20 2013 to address the issue.



390005: SSL/HTTPS Errors with PaperCut MF Release 13.3 Builds 23137 and 23186

Some Xerox devices are having errors creating HTTPS connections to the PaperCut server as a result of an inadvertent downgrade in the Java runtime libraries shipped with PaperCut MF.

This problem is resolved in Release 13.3 Build 23214.



390006: Xerox EIP 1.5+ failed to configure Print Release and Account Selection apps on some EIP 1.5 models.

On some Xerox EIP 1.5 devices such as the Xerox Color 550, PaperCut fails to configure the Print Release and Account Selection apps. Because of this, the MFP device status will show the device as EIP 1.0 instead of EIP 1.5. Also, the prompting for account selection and print release will happen in the old style Secure Access workflow (as would be seen on an EIP 1.0 device) with simple text prompts during the authentication step instead of using the GUI apps for selection.

We have an interim build that fixes this issue based on PaperCut 15.1 (Build 33336) that may be requested from support. Alternatively, the fix will be incorporated into the PaperCut 15.2 release.



Categories: Troubleshooting, PaperCut MF


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Article last modified on November 02, 2017, at 02:40 AM
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