Troubleshooting

Issue Cause Solution

Cannot apply new configuration to device after editing the configuration and register it again.

DRS is calling dws:delete before dws:uninstall.

Uninstall device with current configurations before editing the settings then install device again.

Cannot register or uninstall device on DRS after logging in the device.

Device registration can run only when Device Status is Ready. Not ready status will make the registration fail.

Make sure that the Device Status is Ready for the deployment to be successful. Otherwise, it may fail and partially leave Kofax settings. In order to see the Device Status, you can go to the Device Web Admin page, navigate to General > Status.

Jobs are duplicated when select Print & Save all jobs.

Proper printer driver has not been configured.

Make sure a proper printer driver is added for Brother device.

The Login Portal is not disabled on device when device is firstly registered on one PC with Equitrac-Only then on another PC with AutoStore-Only.

Device with previous configurations has not been uninstalled from DRS. Therefore, the Equitrac configuration is not fully removed from the device.

Uninstall device with previous configurations before making changes to DRS configurations then register device again.

Get the unexpected error message during a session: "An unexpected error has occurred. Please restart the application".

Equitrac session times out.

Restart the application as indicated.

Get the unexpected error after selecting Kofax Unified Client on the Solution Screen when device is registered with AUTH-ON.

The error message says: "An unexpected error has occurred. Please restart the application".

The Login Portal option on the device settings is disabled for some reason.

Do the following steps:

  1. Enable the Login Portal from the device by going to the device Web Admin, navigate to Administrator > Solutions > Login Portal.

  2. Restart the application.

Note: The Login Portal must be enabled whenever device is registered with AUTH-ON.

Get the unexpected error when taking the following actions on the Follow-You Printing screen after DCE service goes down: Print > Delete > Print & Save.

The error message says: "An unexpected error has occurred. Please restart the application".

Device Control Engine stops.

Start the Device Control Engine from the Configuration Assistant and restart the application as indicated.
Note: The Device Control Engine must be started whenever device is registered with AUTH-ON.

Get the unexpected error after device finishes the scanning job when the primary DCE stops during device scanning.

The error message says: "An unexpected error has occurred. Please restart the application".

Device Control Engine stops.

Start the Device Control Engine from the Configuration Assistant and restart the application as indicated.

Get the unexpected error after selecting Release All with Auto logout when done enabled.

The error message says: "An unexpected error has occurred. Please restart the application".

Some issue has occurred to the session.

Restart the application as indicated.

Get the unexpected error after taking the following actions if AutoStore workflows are set up with authentication enabled:
  1. Start Kofax Unified Client.
  2. Press Home button.
  3. Start Kofax Unified Client again.
  4. Press Back button.

The error message says: "An unexpected error has occurred. Please restart the application".

Some issue has occurred to the session.

Restart the application as indicated.

New registered device is missing on the DWS Web Admin Page when you install it by updating the IP Address of the device already installed in DRS.

Even though the IP Address is changed, DRS has retrieved the previous physical device's serial number and stored it in the database. Therefore, new device's serial number is not updated.

After successfully installing a device to the DWS, do not change its IP Address to point to a new device for a new registration in DRS. If you want to install another device, create a separate one in DRS.