Known Issues with Xerox (PaperCut MF)

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(Includes EIP 1.5+ and JBA/XSA)

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.

For Known Issues with Fuji Xerox devices, see the Known Issues Fuji Xerox page.


Issue ID

Description

Reported in
(& Platform)

Status

Resolved in/by

PC-14533

Xerox EIP1.5+ devices displaying an
SSL handshake error:
unrecognized_name
More info…

18.2.3
Reported in
WC 5955
EIP 1.5+

Resolved

Firmware upgrade

PC-14070

Some Xerox devices can freeze on login after upgrading to 18.1.4.

More info…

Many Xerox devices
Reported on
WC 5875,
WC 5955,
WC 7220,
WC 78xx
and AltaLink B8075.
EIP 1.5+

Resolved

18.2.1

Z-785321

Xerox WorkCentre devices intermittently freeze on login.

More info…

WorkCentre devices
Reported in
WC 36xx,
WC 79xx,
WC 72xx
and WC 78xx.
EIP 1.5+

Resolved

Firmware
upgrade

PC-13598

Integrated Scanning failure for Xerox EIP1.5+ WorkCentre devices from version 18.0.4 onwards.

More info…

WorkCentre devices
Reported in
WC 58xx,
WC 78xx,
WC 59xx
and WC 79xx.
EIP 1.5+

Resolved

Firmware
upgrade.

PC-12037

Xerox EIP 1.5+ devices are not performing adequate compression for Integrated Scanning jobs.

More info…

Xerox devices
that have
integrated
scanning
capabilities.
EIP 1.5+

Resolved

18.0.4

PC-13021

Xerox EIP 1.5+ devices displaying an error message “No Shared Account Selected” on selecting an account.

More info…

Xerox devices
with first
generation
browsers.
EIP 1.5+

Resolved

18.0.2

PC-12979

Xerox EIP 1.5+ devices generating an error message after hitting the PaperCut logout button.

More info…

Xerox VersaLink
devices
EIP 1.5+

Resolved

18.0

Z-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
EIP 1.5+

Resolved

Firmware
upgrade

Z-738447

On the Xerox models of WC 3655, WC 58xx, WC 59xx, WC 6655, WC 7220/25, WC 78xx and WC 7970, there have been reports of random duplicate log entries. More info…

Firmware
Uncertain
JBA/XSA

Resolved

Firmware
SPAR release
December 2017

PC-10459

The PaperCut EIP app is not fully compatible with VersaLink and AltaLink devices.

More info…

17.0
EIP 1.5+

Resolved

17.07

PC-10771

Xerox Secure Access EIP1.0+ devices are unable to function after upgrade to PaperCut MF version 16.4 (Build 39158) More info…

16.4 (Build 39158)
JBA/XSA

Resolved

17.0

PC-10008

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

More info…

16.2
EIP 1.5+

Resolved

16.3 (Build 38126)

U-490018

Some Xerox devices are unable to connect to the server after upgrading PaperCut server to 15.2.

More info…

15.2 (Build 33661)
EIP 1.5+

Resolved

15.2 (Build 33701)

U-390006

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

More info…

15.1
EIP 1.5+

Resolved

15.2

U-3975

Shared Account tracking is not working on Xerox WC 783x on EIP1.More info…

Firmware
072.xxx.xxx.xxxxx
JBA/XSA

Resolved

Firmware
072.0×0.134.32800

U-390001

Login problems on ConnectKey printer models.

More info…

Xerox WC 78xx,
WC 58xx, WC 72xx
& CQ 93xx
EIP 1.5+

Resolved

14.0
(Build 26241)

U-390003

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

More info…

 
EIP 1.5+

Resolved

14.0

U-390004

Unreliable magnetic stripe card reading.

More info…

Xerox 78xx
EIP 1.5+

Resolved

Firmware
Upgrade

U-340001

Login problems seen on some Xerox devices with PaperCut version 14.0. More info…

14.0
(Build 25901)
JBA/XSA

Resolved

14.0
(Build 26241)

U-340002

SSL/HTTPS Errors with PaperCut MF Release 13.3. More info…

13.3
(Builds 23137 and 23186)
JBA/XSA

Resolved

13.3
(Build 23214)

U-390002

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

More info…

13.5
EIP 1.5+

Resolved

13.5
(Build 25126)

U-390005

SSL/HTTPS Errors. More info…

13.3 (Builds 23137
& 23186)
EIP 1.5+

Resolved

13.3
(Build 23214)

U-340003

Xerox Phaser 3635 firmware problem. More info…

Firmware
20.104.04.007
JBA/XSA

Resolved

Firmware
20.105.24.000

U-340004

Xerox WC 4250 firmware problem. More info…

WC 4250
JBA/XSA

Resolved

Firmware
15.005.21.000

U-340005

Xerox WC 53xx copy/fax/scan tracking problem. More info…

WC 53xx
JBA/XSA

Resolved

Enabling Auditron modes.

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




PC-14533: Xerox EIP1.5+ devices displaying an SSL handshake error:unrecognized_name

Customers have reported an “SSL handshake error:unrecognized_name” error on their Xerox WorkCentre devices shortly after upgrading to 18.2.3. From version 18.2.3, PaperCut includes an SNI extension in the header when establishing an SSL handshake. The problem appears to be that certain Xerox devices with an outdated firmware do not support this SNI extension (TLS 1.1 or greater required for SNI extension support). The definitive fix is to upgrade the device firmware.

Please contact support for more information.




PC-14070: Some Xerox devices can freeze on login in PaperCut MF 18.1.4.

There have been a number of reports of freezing of the device upon login after upgrading to PaperCut MF 18.1.4. We suspect that the fix to support “Switch Mode Devices” going to the device’s native screen has caused this problem on a number of Xerox models. This issue has been resolved in 18.2.1.

Please contact support for more information.




Z-785321: Xerox WorkCentre devices intermittently freeze on login.

A firmware issue will cause WorkCentre devices to freeze on login intermittently. Users will see a “Please Wait” message on the Xerox display indefinitely until the device is rebooted. The fix is available in firmware version 073.xxx.008.05210.

Please contact support for more information.




PC-13598: Integrated Scanning failure for Xerox EIP1.5+ WorkCentre devices from version 18.0.4 onwards.

A config was added in 18.0.4 to allow for compression of integrated scan jobs for Xerox devices with an EIP version of 4+. However, this has been noted to cause integrated scanning failure on certain WorkCentre devices running an older firmware. The definitive solution is to upgrade firmware, with the fix reported to be in version 073.xxx.008.05210. There is also a workaround available should it not be possible to upgrade firmware or a firmware upgrade fails to resolve the issue. Locate the config “ext-device.xerox.integrated-scan-job-compression” and set it to “NONE”. This will disable the compression feature and prevent scan failure from occurring on older WorkCentre devices.

Please contact support for more information.




PC-12037: Xerox EIP 1.5+ devices are not performing adequate compression for Integrated Scanning jobs.

There is inadequate compression of scan jobs performed with Integrated scanning (particularly in comparison to native scanning). Unfortunately, for Xerox devices running an EIP version of less than 4.0, this is a firmware issue. For Xerox devices with an EIP version of 4+, a fix is available.

Please contact your Xerox support to find out if your Xerox device is capable of running EIP version 4.0. Otherwise please contact support for more information.




PC-13021: Xerox EIP 1.5+ devices displaying an error message “No Shared Account Selected” on selecting an account.

An error message stating “No Shared Account Selected” would appear on Xerox devices running a first generation browser. Only occurs for users that are forced to select an account on login. Can be circumvented by hitting the “Services Home” button to go to the native device screen. This issue has been addressed and the fix is available in version 18.0.1. Additionally, upgrading the firmware of the affected Xerox device is also advised.




PC-12979: Xerox EIP 1.5+ devices generating an error message after hitting the PaperCut logout button.

An error message stating “Missing request header ‘Referer’ for method parameter of type String” appears after hitting the PaperCut logout button. This issue has been addressed and the fix is available from version 18.0 onwards.




Z-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.




Z-738447: On the Xerox models of WC 3655, WC 58xx, WC 59xx, WC 6655, WC 7220/25, WC 78xx and WC 7970, there have been reports of random duplicate log entries.

There have been firmware issues where the devices can respond with old job entries to PaperCut at random times. This has resulted in reports of duplicates showing up in the PaperCut job logs and also of reports of jobs showing up at odd hours when nobody is around. PaperCut currently ignores jobs older than a week and if the job is older than 2 hours it assumes the MFP clock is incorrect and will use the download time instead of the job completion time. This means that if the MFP sends olds jobs through, they will likely all get the same completion time. Xerox is aware of the issue and is working on fixes. Engineering releases are currently available for WC 3655, WC 59xx and WC 78xx, with Engineering releases for the other models expected in a week. A SPAR release for all the models is expected to be released in mid December 2017.




PC-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

Resolved in 17.0.7




PC-10771: Xerox Secure Access EIP1.0+ devices are unable to function after upgrade to PaperCut MF version 16.4 (Build 39158)

This is due to an issue with accessing UI configuration information on the EIP 1.0+ device that was added for EIP 1.5+ devices. The type of error that will be seen in the logs is: ERROR ExtDeviceStateManagerImpl:844 - Error occurred on device: device\library. Error occurred of type: NullPointerException. No further information. This will be fixed in PaperCut MF 17.0 and a hotfix build based from 16.4 (Build 39158) can be obtained from support.




PC-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.




U-490018: Some Xerox devices will fail to connect to the PaperCut 15.2 server due to SSL exceptions.

This is due to a change in cryptographic cypher priorities made in the Java runtime.

Workaround:- If you are experiencing this issue then please follow the instructions in section 2 of Trouble Shooting Xerox SSL.

Resolved in 15.2 (Build 33701)




U-490018: Some Xerox devices will fail to connect to the PaperCut 15.2 server due to SSL exceptions.

This is due to a change in cryptographic cypher priorities made in the Java runtime.

Workaround:- If you are experiencing this issue then please follow the instructions in section 2 of Trouble Shooting Xerox SSL.

If you are still having issues then please contact support@papercut.com to further assist you.




U-3975: Shared Account tracking is not working on Xerox WC 783x on EIP1 (Resolved with firmware version: 072.0×0.134.32800)

On Xerox devices WC 783x, with older firmware, the MFP is corrupting the XRX_ACCTID information in the job logs (truncating the last character). This will cause any jobs on Xerox EIP1 devices to fail to associate to a shared account if one was being used. Note that this is not a problem if a Xerox EIP2 device is used in PaperCut as it does not use XRX_ACCTID information to track the shared accounts.




U-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 user’s 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



U-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.




U-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.




U-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.




U-340001: Login problems seen on some Xerox devices with PaperCut version 14.0 (Build 25901) (Resolved in 14.0 Build 26241)

A number of Xerox devices (including 52xx, 53xx, 73xx, and 74xx devices) will experience a login error caused by an SSL handshake failure after upgrading to version 14.0 (Build 25901). PaperCut version 14.0 includes new SSL security functionality. For more information here.




U-340002: SSL/HTTPS Errors with PaperCut MF Release 13.3 Builds 23137 and 23186 (Resolved in 13.3 Build 23214)

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.




U-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.




U-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.




U-340003: Xerox Phaser 3635 firmware problem (20.104.04.007 and later) - Resolved in firmware 20.105.24.000

We received some reports of problems running PaperCut with the Phaser 3635 MFP. The MFP gets into a state that stops PaperCut from downloading the Network Accounting (JBA) logs. The only way to rectify the problem is to restart the MFP.

The symptoms of this problem are errors in the PaperCut device status and logs in one of the forms:

  • “Missing CR” - (this is the most common error)
  • “Unexpected end of file”
  • “The Xerox device is not clearing/purging downloaded jobs.”

This problem occurred on the customer site after upgrading their MFP firmware to version 20.104.04.007 to take advantage of the new USB card reader features. They have also tried firmware version 20.104.04.009, 20.104.04.011 and 20.105.14.000 with the same results.

PaperCut is working with Xerox US support and affected customers to understand and resolve this issue.

Xerox have confirmed this issue and have raised an internal ticket to get this issue resolved. Xerox have now provided a SPAR firmware release to address this issue. Please upgrade the MFP to SPAR version v20.105.24.000 to resolve this issue. NOTE: Some customers report that you must also perform a “memory clear” from the device service menu after the firmware upgrade (seek the assistance of a Xerox technician).

If problems continue after this SPAR update is installed please report this to support.




U-340004: Xerox WC 4250 firmware problem - Resolved with firmware version: 15.005.21.000

Customers have reported issues with the WC 4250 when connected to PaperCut. The MFP can hang or lock-up during the authentication process and can only be recovered with a reboot.

Xerox were made aware of the issue and has it has been addressed in firmware version: “15.005.21.000”.

We recommend customers upgrade their MFPs to device firmware version “15.005.21.000” (you may need to request this from Xerox).

Please email support@papercut.com if you continue to see issues after upgrade to the above firmware.




U-340005: Xerox WC 53xx copy/fax/scan tracking problem - Resolved by enabling Accounting Auditron

On some EIP1 devices, such as the WC 5325, if one follows the old Secure Access documentation, the tracking of copy/fax/scan may not work. The documentation has been updated to mention that the Accounting Configuration Auditron modes must be enabled as well.


Categories: Known Issues, PaperCut MF

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Article last modified on December 05, 2018, at 04:46 AM
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