Common Xerox Issues and how to fix them

The most common issues with xerox and and PaperCut (Ng/MF): Device Errors! Seeing an error status for your Xerox device in PaperCut can be frustrating. But fear not, we’ll get to the bottom of this. Network Hiccups: Let’s check the device’s IP address: Ensure it’s correct in PaperCut. Log in to the PaperCut administration interface using a web browser (typically at http://papercut-server:9191/admin). Navigate to the ‘Devices’ tab. Locate your Xerox MFP in the list of devices. Look for the “Hostname/IP” column, which should display the IP address of the device. Firewall Rules: Make sure your firewall allows communication on ports 80, 443, and 161 (UDP). Network Connectivity: Verify that your device can reach the PaperCut server on ports 9191 and 9192. SNMP: Sync Your Settings: Ensure the SNMP settings on your device and PaperCut server match. Otherwise you may get an error that looks like this: Still Stuck? Reboot Your Device and check admin credentials: Sometimes, a simple restart can solve the problem. Double-check your login: Make sure you’ve entered the correct admin credentials for your device in PaperCut. Troubleshooting Slow Logins and Logon Issues MFD Delays: Check the timeframe: Look for a delay between the card swipe on the MFP and when PaperCut receives the initAuthenticationSession request. This could indicate an issue with the MFP itself or its communication with PaperCut. HTTP Errors: ☧ 500 Internal Server Error: Encountering this error suggests problems with the MFP’s web services or configuration. Contact your network administrator or Xerox support for further assistance. Example: 2024-06-12 13:21:10,853 DEBUG XeroxDeviceConnection - Xerox HTTP error details - url: https://192.168.102.41/acct/set_config, InputData: authorization-timeout-sec=20print-authorization-bypass=TRUE, ResponseCode: 500, ResponseText: , RedirectURL: null, ResponseHeaders: {X-Frame-Options=[SAMEORIGIN], null=[HTTP/1.1 500 Internal Server Error], Strict-Transport-Security=[max-age=31536000; includeSubDomains], Server=[Apache], X-Content-Type-Options=[nosniff], Content-Security-Policy=[frame-ancestors 'none';], Connection=[close], Content-Length=[0], X-XSS-Protection=[1; mode=block], Date=[Wed, 12 Jun 2024 12:20:18 GMT], Content-Type=[text/html; charset=iso-8859-1]} [dev\xerox-new] Read Timeouts: Network issues: If you see “Read timed out” errors in the logs, check your network connection between the MFP and PaperCut server. Slow response times or connectivity problems can cause delays. Example: 2024-05-03 09:22:02,810 ERROR ExtDeviceStateManagerImpl - Error occurred on device: device\Xerox-01. Read timed out (This error will be suppressed for this device for 20 mins) [dev\xerox-01]java.net.SocketTimeoutException: Read timed out **Error 404: **This error can be due to a failure to configure the Xerox Network Accounting on the device The device status in the PaperCut admin interface often displays: Error: Xerox HTTP error calling: https://192.168.2.101/acct/get_config - Response: 404 (Not found) . Here’s what you can do: Consult your network administrator: Network issues might require expertise to diagnose and resolve. Contact Xerox support to uninstall/reinstall PaperCut: For MFP-related issues, reach out to Xerox for troubleshooting assistance. Remember: Having the right logs can save time! Ensure you’re capturing debug logs in PaperCut for further analysis. Can’t Connect to the Accounting Server? Let’s Fix It! are a few quick things you can double-check that might just get it fixed. On occasion this will manifest itself as: Here are a few things to check: Double-Check the Device Network Address in PaperCut on the “devices” tab: Is it correct? Make sure the IP address or hostname of your device is accurately entered in PaperCut. Is it reachable? Verify that your network is configured correctly and the device is accessible, and pingable . Run Windows Powershell. type the following command: tnc <XeroxIPaddress> -port 9191 (eg: tnc 192.168.55.45 -port 9191) Network Connectivity: Firewall Rules: Ensure that your firewall allows communication between PaperCut and your device on the following ports: TCP: 80 and 443 UDP: 161 (for SNMP) Network Configuration: Check your network settings to make sure there are no issues preventing communication. Still having trouble? Consult Your Network Administrator: They can help you troubleshoot network connectivity issues and firewall rules. Contact us at PaperCut Support: For advanced troubleshooting and technical assistance, reach out to PaperCut support. Uh Oh! Xerox WorkCentre Login Freeze? We’ve Got You Covered! Having your Xerox WorkCentre freeze on login with a stubborn “Please Wait” message can be frustrating. But fear not, PaperCutt pals! We’ve got the fix for thisissue. The Culprit is usually Firmware. Sometimes, technology throws a curveball, and in this case, it’s usually a firmware glitch causing the login freeze. This means the software that runs your WorkCentre needs an update to function smoothly. The Fix? Firmware Updates! The good news is there’s a solution! The magical firmware version that vanquishes the login freeze is 073.xxx.008.05210. Not sure what firmware version your WorkCentre is rocking? No worries! Here’s how to find out: Quick note you might want to Consult your trusty WorkCentre manual for specific instructions. It might involve navigating through the device’s menus. Select the Status tab. After logging into the xerox’s web interface. Select Configuration Report from the left side menu. Select Software Versions from the list displayed. Make note of the System Software version. Important Note: Installing firmware updates can be a sensitive process. It’s best to follow the instructions provided by your IT administrator or Xerox reseller to ensure a smooth update. Switching Your Xerox AltaLink to a New PaperCut Server Ready to make the switch? Let’s get your Xerox AltaLink pointing to your new PaperCut server. Here’s what you need to do: Disable Xerox Secure Access and Network Accounting: Access your AltaLink’s settings: Log in to your device’s admin panel. Find the security settings: Look for options related to “Secure Access” or “Network Accounting.” Delete: Delete the old Xerox device from the old PaperCut server. Turn them off: Disable both features to prevent conflicts. Log in to your new PaperCut server: Login into your PaperCut server and embed the Xerox device from the new server, the new server should pick up where the old one left off. Apply the changes: Hit the “Apply” button to ensure the new server settings are active. That’s it! Your AltaLink should now be connected to your new PaperCut server. If you encounter any issues, double-check the network settings on your AltaLink and ensure it’s connected to the correct network. Need more help? Don’t hesitate to reach out to our friendly support team. We’re here to help! Fault Code 16-551 *“*Help! I’m a sysadmin and I’m seeing this specific error “Fault Code 16-551” on the panel of my Xerox devices. What does it mean and how do I fix it?” Fault Code 16-551 indicates that your Xerox multifunction device’s network accounting log is full. The network accounting log stores metadata around print, copy, and scan jobs until an accounting server queries and fetches this data, which should be cleared. If the data accumulates and is not cleared, this can lead to various issues including restrictions after users log on to the device. According to Xerox’s documentation , log clearing is generally handled by 3rd party software. However, in the case of PaperCut, manual intervention is occasionally necessary. To clear the accounting log: Press the Log In/Out button on the control panel. Use the device’s keypad to enter the administrator credentials. Navigate to Accounting Settings (Machine Status > Tools > Accounting Settings > Accounting Mode) Select the Report and Reset button, go to the Resets tab, choose Reset Usage for All Users, and confirm the reset action. Log Out press the Log In/Out button to exit the admin menu. Lastly, reboot the Xerox device. Got questions? Ask a PaperCut partner for help: If you’re unsure about any of these steps or encounter difficulties, consult your PaperCut Partner for assistance. Will I lose any important data? Confirm that PaperCut is already recording this information in the job log, if it is then clearing this log is okay because all the necessary information is already being recorded by PaperCut! Getting an error that’s not listed? Don’t worry, we’ve got your back! Sometimes, even the smartest Xerox machines can get a bit wonky, especially when it comes to time. Let’s double-check your Xerox device’s date and time settings and be sure that they are in sync with the PaperCut server! Here’s what you need to do: Log into Your Device: Access your device’s web interface using your admin credentials. Sync the Date and Time: Option 1: Use an NTP Server: Navigate to Properties > General Setup > Date and Time. Specify the same NTP server used by your PaperCut MF Application Server. Option 2: Manual Time Setting: If you’re not using an NTP server, ensure the device’s date and time settings match your PaperCut MF Application Server. Double-check the time zone: Make sure it’s the same on both the device and the server. Remember: Keep it close: The device and server time should be within 5 minutes of each other. Check your network: Ensure your device can reach the NTP server or the PaperCut server. By following these steps, you should be able to resolve any time-related issues and get your Xerox device working smoothly with PaperCut MF.