This document describes the procedure to troubleshoot issues that may occur while using the InterActive Client for Custom Services. Before following steps described below, make sure that Custom Services are enabled on the Xerox device.
To troubleshoot InterActive Client issues:
1. Try to connect to the web page locally to see if the InterActive Client is running:
a. In ScanFlowStore Administration Tool add a scan device with IP address 127.0.0.1 Make sure the option InterActive client is selected as the Servicetype.
b. Open Firefox and go to page http://127.0.0.1/QEip. (Firefox is an internet browser of Mozilla.
Internet Explorer cannot be used for this test.)
c. Everything is installed correctly on the server if the previous screenshot is shown. Proceed to step 4. If the page is not shown correctly proceed to the next step.
n The Internet Information Services (IIS) might not be configured correctly. The following symptoms may occur on the display of the Xerox device:
l Server Error in ‘/’ Application. The resource cannot be found. Http 404 error. The ScanFlowStore icon is not visible; instead a Custom Services icon is displayed.
l Fault/Error appears on the Xerox device display when selecting the ScanFlowStore icon. A red screen appears and in the left bottom corner the error code 116-324 is displayed. Reboot the Xerox device to get rid of this error message.
l Connection Error. The ScanFlowStoreicon is not shown; instead a Custom Services or Custom Services 1 icon is displayed.
l The ScanFlowStore page is loaded, but the screen is empty. No templates, no tabs and no messages are shown.
2. Check if the websites/application pools are running:
l In IIS check whether the ScanFlowStore application pool exists and is running (on Windows XP application pools do not exist).
l In IIS check whether the QEip web application exists and is running.
l If the websites/application pools are running and the QEip web application is present go to step 3.
l If the web sites/application pools are not running, start them, and go back to step 1 if the issue still occurs.
l Run the ScanFlowStore installation in Repair mode when the QEip web application is missing under the Default Web Site. After running the Repair function, go back to step 1 if the issue still occurs.
3. Check if ASP.NET is installed and registered correctly.
l On Windows XP and Windows Server 2003 in IIS select the QEip web application and in its Properties dialog check the selected ASP.NET version.
l On Windows Server 2008 and Windows 7 in IIS select the ScanFlowStore application pool and check the selected ASP.NET version.
l If the selected ASP.NET version is 2.0.50727, continue with step 4.
l Otherwise try to change the ASP.NET version to 2.0.50727. If it is possible, do it and go back to step 1.
l If ASP.NET 2.0.50727 is not in the list, register .NET Framework 2.0 into IIS, then go back to step 1.
4. From a different computer than the ScanFlowStore server open the InterActive Client web page in Firefox, go to http://<ScanFlowStoreServerIpAddress>/QEip.
l When the screenshot of step 1 is shown, go to step 7. Note: the error message can be ignored.
l When the screenshot does not show, check if the web browser is set up to use a proxy server. If so, configure it to use a direct internet connection (at least for local addresses). Repeat step 4 to see if this solves the issue. If it does go to step 7.
l When the above screenshot is still not showing proceed to step 5.
5. Check the ScanFlowStore server and/or the network for active firewalls. Make sure ports 80, 3131 and if SSL is used also port 443 is open. Repeat step 4 after confirming the firewall is correctly configured.
6. When all previous steps are checked and/or carried out, the configuration of the ScanFlowStore server is correct. If ScanFlowStore client still does not appear correctly on the Xerox device try clearing the Cache of the Xerox device by disabling and enabling the Custom Services on the Xerox device:
a. Be sure that the Xerox device is in Copy mode.
b. Open the web page of the Xerox device.
c. Browse to the Properties tab in the tree view select Services -> Custom Services -> Custom Services.
d. In the enablement square (see image below), select Disabled and click Apply.
e. Then click Enabled and click Apply again.
l When this procedure does not clear the cache, rebooting (with power down) the Xerox device will also clear the cache.
l Make sure the Xerox device is still listed as a device in ScanFlowStore Administration Tool, and check if the device can connect to ScanFlowStore.
7. Possible other errors/issues that may occur while working with the InterActive Client:
n “Failed to connect to ‘xx.xx.xx.xx’” message shows up on the display of the Xerox device. The ScanFlowStore Listener service might be stopped. In ScanFlowStore Administration Tool, check the Settings > General screen to see the status of the Quatro Listener service. If the service is not running, click Edit and OK, and then Yes to start the service. When the service is running check the firewall settings on the ScanFlowStore server.
n “Cannot open Qlistener on server ./” message shows up on the display of the Xerox device. This issue might occur when ScanFlowStore is installed on a Windows Server 2003 server and is file access security related. To fix this issue specify an Administrator account under the Settings > Log on screen of
ScanFlowStore.
n “The request failed with HTTP status: 404: not found.” message shows up on the display of the Xerox device. This happens when pushing the green button to initiate a scan job. This issue might occur when the Scan Template Management is not enabled. To resolve this:
a. Be sure that the Xerox device is in Copy mode.
b. Open the web page of the Xerox device.
c. Click Services > Network Scanning > Scan Template Management and make sure that this option is enabled. If the Xerox device doesn’t save the setting change, reboot the Xerox device and try again.
n Template seems to work but the paper is not pulled into the ADF. This issue might occur when the FTP Client is not enabled on the Xerox device.
a. Be sure that the Xerox device is in Copy mode.
b. Open the web page of the Xerox device.
c. Click Connectivity > Port Settings.
d. Enable the FTP Client and reboot the Xerox device.
8. If the above described steps did not fix the issue, contact your Xerox reseller or Nuance support.