Troubleshooting

This section discusses troubleshooting issues you may encounter, and provides solutions for common issues.

Turning Off MFP Debug Mode

On Canon MEAP MFPs with the Equitrac embedded application installed, if the Debug mode is set to ON, the MFPs may not start up again after a shut down. Therefore, set the MFP Debug mode to OFF to enable all MFP and embedded application functions. For help in changing the Debug mode settings, contact your Canon MEAP technician or representative.

Disabling the Equitrac Login Application

If you have issues with the device during configuration or after initialization and a period of use, you can temporarily disable the Equitrac login application to access Canon administrative functions without uninstalling the application.

1. Open a web browser and enter http://<MFP IP>:8000/sms in the URL Address Field.
2. Login using the SMS password.
3. On the System Management Services page, navigate to System Management > Enhanced System Application Management.
4. In the Login Service section, select Default Authentication in the list, then click Switch.
5. Reboot the device. When the device reboots, it starts up with the default Canon Login application instead of the Canon MEAP application.

To restore the Canon MEAP application, repeat steps 1-4 and reselect Equitrac Login Application from the Login Service list before rebooting the device.

Access to System Management Mode

To access the Canon device System Management functions, log in to the device with the user ID Admin. This user ID is case-sensitive. If there is a password assigned to the Web System Manager ID and one configured for Equitrac Embedded, the device prompts you for the password before allowing access to the System Settings.

Slow Device Response or Local Mode Switching

If the Canon MEAP device is slow or unable to respond to login requests, Follow-You printing requests or other server-based functions, or if the device repeatedly switches into local mode, check the DNS (Domain Name Server) or WINS (Windows Internet Naming Service) configuration settings in the MFP Web System Manager.

Scan to email Failure

If the Canon Universal Send feature is installed and the Scan to email feature fails to send email messages, use the following procedures:

1. Check that there is a valid setting for the Scan to email originator in the device configuration page.
2. If Scan to email still fails, you may need to reconfigure the device Web System Manager settings. Before reconfiguring the Web System Manager settings, disable the Equitrac Login application.
3. In the MFP Web System Manager, check that there is:
   • A valid Device Name under Management Settings > Device Management > Device Information Settings
   • A valid E-Mail Address under Function Settings > Send > Network Settings - E-Mail/I-Fax Settings
   • A valid Host Name and Domain Name under Preferences > Network Settings > TCP/IP Settings > DNS Settings (IPv4)
4. Conduct a test to ensure you can successfully send email messages.
5. After successfully sending an email message, re-enable the Equitrac Login application and test the Scan to email feature.

Device Constraints

Fax-with-Scan Transmissions Generate Two Transaction Records

For outgoing fax transmissions that originate with a scanned document, two or more separate transactions are recorded on the Equitrac server: one for the scan and one for each phone number of the fax transmission. Canon MEAP creates the scan transaction first, and when the fax transmission(s) is/are complete, it creates any fax transactions. Since any of these fax transmissions can occur much later in time after the scan, any fax transactions are also recorded later, and there may be no obvious link between the fax records and corresponding scan records.

If your billing system charges for each scan transaction, Equitrac recommends that you set up your fax transaction billing to account for the cost of a scan, and to avoid sending faxes through multiple phone numbers.

eCopy Failure After Installing the Embedded Application

If the eCopy embedded application stops working after the Equitrac embedded application is installed on the same device, do the following:

1. Uninstall both the embedded and eCopy applications.
2. Install the embedded application.
3. Install the eCopy application.
4. Log in to the embedded application, and remain logged in until step 5 is complete.
5. Configure the device on the eCopy ShareScan server. See the Managing Devices chapter in Kofax Equitrac Administration Help.
   If not logged in to the embedded device while configuring ShareScan, the device will not be successfully added to the eCopy server.

After installing the Equitrac embedded application, upgrading to the latest version of eCopy is recommended to ensure accurate user authentication and successful eCopy scans.

Embedded Device Not Associated with Physical Device in Web System Manager

If two physical device entries appear in Web System Manager after installing the Equitrac embedded application on the MFP, the embedded software will not function properly. This behavior may occur if the embedded device was configured before adding your printer. When this occurs, two physical device entries may appear in Web System Manager; one containing the print queue, and one containing the embedded device.

To correct this behavior, do the following:

1. Delete the physical device entry containing the embedded device from Web System Manager.
2. Reboot the device.
3. Refresh Web System Manager.
4. Verify that a single physical device entry containing the port, print queue, and embedded device appears in Web System Manager.

If the embedded device does not appear within the physical device entry containing the print queue, ensure that the DNS name of the MFP resolves to the appropriate IP address from the DCE server. Once resolved, repeat the preceding steps to associate the embedded device with the physical device in Web System Manager.

If this problem persists, contact Equitrac Technical support.