Troubleshooting

Problem	Solution
You need to use DRS 7.14.1 to uninstall and re-install the Unified Client for Toshiba with updated settings.	Ensure that the Toshiba devices display the Home screen or let the devices time out. Then you can run the DRS installation.
Install and Register Action fails. This is observed to occur after the Application setting is changed in the Device settings and returns a DWS Installation failed or and Internal device error message.	Run the Uninstall and Deregister Action on a Device before changing the Application setting.
If a Toshiba device is powered off while the Unified Client for Toshiba v 1.0 is processing a job, then the history and billing information is lost for the job after the device is restarted and connects to the server.	Avoid powering off the Toshiba device while running Unified Client for Toshiba v 1.0 jobs. If a device is powered off during a job, it may then require multiple reboots of the device and restarting DRS services on the server before the client will successfully reconnect to the server.
The Welcome screen still shows after deregistering a device when the Server configuration property in the Application Properties dialog box is initially set to Equitrac only or AutoStore and Equitrac and then changed to AutoStore only.	Restart the device.
When deployment is Equitrac Only or AutoStore and Equitrac, valid users cannot login at device. When the credentials entered at device are invalid, the user will get login error, but if the entered credentials are correct, the user is just looped back to login screen.	Run the command nslookup <DWS ip address> in the command prompt. If you do not get the hostname, check DDNS server to make sure that there is a record for the DWS server in the Reverse Lookup Zones. If not there, add the record manually and make sure nslookup is working.
Debug logs fails.	To collect debug logs for Development support make sure a USB key is plugged into the USB port on the MFP and the machine is requested to dump its logs. The log files are encrypted and only Toshiba can interpret the logs. Contact Toshiba to decrypt the logs and provide an analysis of the issue.
DRS user interface is not displayed correctly (error).	Verify that IE Enhanced Security Configuration is turned off for Administrators in IE Enhanced Security Configuration (to access this, go to Server Manager > Local Server).
Configuring the Device Web Server (DWS) Standalone fails.	Ensure that you use fully qualified domain name in the DWS Server Address field (to access this, in DRS, go to Applications > Details > DWS Server Address).
The Kofax Menu icon is not configured on the panel of the device as part of the install process on certain MFP models.	Creating the icons on all supported MFP models is not supported. You can set up a Kofax icon button: Manually during a first-time installation When changing DWS servers or creating new configurations (Equitrac and AutoStore or AutoStore only).
On eBX devices after the user goes to the native copy screen from the Kofax Launcher screen, there is no easy way to go back to the Kofax Launcher screen.	Use the button on the MFP LCD panel that is used to activate the Embedded Web Browser (EWB) and is named labeled EXTENSION. If you require a more descriptive label, this can be changed to any text of up to 10 characters.