PaperCut Cloud Services troubleshooting

Check the following:

• Ask the user to check that the authorization email hasn't gone into a spam folder.
• In the PaperCut MF Admin interface, check that the user account has the correct primary email address.

• In the PaperCut MF Admin interface, check Logs > Job Log

  .

  • If there is a scan successful message, this indicates that there was a connection problem between the PaperCut Cloud Storage Service and the cloud storage provider. For example, the internet connection is down or the cloud storage provider is offline.

  • If there is an error in the Job Log about the scan job not being uploaded, this indicates that there is a problem between the Application ServerAn Application Server is the primary server program responsible for providing the PaperCut user interface, storing data, and providing services to users. PaperCut uses the Application Server to manage user and account information, manage printers, calculate print costs, provide a web browser interface to administrators and end users, and much more. and the PaperCut Cloud Storage Service. Check the Logs > Application Log for details of the error. This could happen if PaperCut MF is behind a proxy or firewall. Make sure you have allowed the following through your firewall (outbound and inbound):

    • URLs:

      scan.papercut.com

      storage.googleapis.com/*

    • Port: 443

If you still have problems, contact your PaperCut MF reseller with your Support ID.

Check the following:

If the user received a scan success email:

• Ask the user to check that the folder they are looking in is the same one that is specified in the Scan Success email.

If the user received a scan failure email:

• If the user received a scan failure email shortly after the scan, in the PaperCut MF Admin interface, check Logs > App Log for any error messages. Failures might occur if the scanned file is larger than the configured maximum file size (default 200MB) or if there is a problem between the Application Server and the PaperCut MF Cloud Storage Service. Check that PaperCut MF is not behind a proxy or firewall.

• If the user received a scan failure email 24 hours after the scan, there might be a connection problem between the PaperCut MF Cloud Storage Service and the cloud storage provider. For example, the internet connection is down or the cloud storage provider is offline.

  Note:

  In this situation, the App Log will have a scan success entry despite the scanned file not reaching its destination. The PaperCut Cloud Storage Service will retry sending the scan job for 24hrs, after which the user will receive a scan failure notification.

If the user did not receive any email notification:

• The user might not have authorized PaperCut MF to upload to the cloud storage provider. Refer to the FAQ above for troubleshooting steps.

• There might be a connection problem between the PaperCut MF Cloud Storage Service and the cloud storage provider. For example, the internet connection is down or the cloud storage provider is offline.

  Note:

  In this situation, the App Log will have a scan success entry despite the scanned file not reaching its destination. PaperCut MF will retry sending the scan job for 24hrs, after which the user will receive a scan failure notification.

If you can’t resolve the problem, then contact your PaperCut MF reseller with your Support ID.

OCR technology is not perfect, so sometimes this will happen. Usually, this will happen for the following reasons:

• The document has been loaded into the MFD in the wrong position
• The DPI of the scan job is too low
• The fonts are complex or artistic
• The image quality of the original file is poor, for example, the page is damaged or skewed, the page has a lot of speckling, or there isn't much contrast between the text and the background.

If the user received a scan success email:

• Ask the user to check that the destination they are looking in is correct.

If the user did not receive a scan success email:

• Check the PaperCut MF Admin interface Logs > Job Log to see if the job is still in progress. If it is, give it a few more minutes to come through. The larger and more complex the document, the longer it takes to process, particularly if it is PDF (Searchable) or DOCX. For example, a 1 page black and white scan at 300 DPI should be delivered to the destination in less than a minute. However, a 20 page color scan at 600 DPI will take approximately 20 mins, depending on the speed of your network.

• If the job has failed, check the Application Log for messages about the problem:

  1. Select Logs > Application Log.

     The Application Log page is displayed.

App Log message	Cause	Action
Failed to activate PaperCut Cloud Services with the license provided. Ensure you have active Premium Upgrade Assurance (PUA) and that your network connection is stable.	This could happen for the following reasons:
	your PaperCut MF license is invalid or expired.	Contact your reseller to renew your license.
	a network problem occurred while trying to activate PaperCut Cloud (for example, communication is blocked by a firewall)	Check that the following are allowed through your firewall (outbound and inbound): URLs: ocr.cloud.papercut.com scan.papercut.com storage.googleapis.com/* Port: 443
PaperCut Cloud Services have been deactivated, which means your Scan to Cloud Storage and text-searchable document scan actions are disabled. Please try to re-activate the PaperCut Cloud Services.	This could happen for the following reasons: the license used to activate PaperCut Cloud Services has expired. you have changed to a new license with a different CRN the APIApplication Programming Interface (API) is a set of routines, protocols, and tools for building software and applications. An API expresses a software component in terms of its operations, inputs, outputs, and underlying types, defining functionalities that are independent of their respective implementations, which allows definitions and implementations to vary without compromising the interface. key that was retrieved after activating PaperCut Cloud Services has been inadvertently deleted. you do not have active Premium Upgrade Assurance (PUA).	Reactivate the PaperCut Cloud Services by attempting to edit either a Scan to Cloud Storage scan action or a scan action with OCR enabled. For more information about creating scan actions, see Set up Integrated Scanning. If not you do not have active PUA, a message will be displayed when you try to reactivate. Contact your reseller to reactivate your PUA.
Unable to connect to cloud.papercut.com. Endpoint refused to connect.	This error can occur for the following reasons:
	PaperCut MF is behind a proxy or firewall	Check that the following are allowed through your firewall (outbound and inbound): URLs: ocr.cloud.papercut.com storage.googleapis.com/* Port: 443
	the configured URLfor the PaperCut Cloud OCR Service has been changed	Check that the config keyA config key stores information about a specific advanced setting in PaperCut. Config keys are editable by an administrator in the Config Editor. system.scan.ocr.api-url is set to https://ocr.papercut.com
	an SSL certificateSSL certificates are small data files that digitally bind a cryptographic key to an organization’s details, such as a company's domain name, your company name, your address, your city, your state and your country. When installed on a web server, it activates the padlock and the HTTPS protocol (over port 443) and allows secure connections from a web server to a browser. When a browser connects to a secure site it retrieves the site's SSL certificate and checks that it has not expired, it has been issued by a Certification Authority the browser trusts, and that it is being used by the website for which it has been issued. If it fails on any one of these checks the browser will display a warning to the end user letting them know that the site is not secured by SSL. SSL certificates can be either self-signed or CA signed. mismatch	Check that your Certificate Authority SSLSecure Sockets Layer (SSL) is the standard security technology for establishing an encrypted link between a web server and a browser. This link ensures that all data passed between the web server and browsers remain private and integral. The protocol uses a third party, a Certificate Authority (CA), to identify one end or both end of the transactions. To be able to create an SSL connection a web server requires an SSL certificate. When you choose to activate SSL on your web server you will be prompted to complete a number of questions about the identity of your website and your company. Your web server then creates two cryptographic keys - a Private Key and a Public Key. certificates are current and valid.
	a network outage	Ask the user to retry the scan when the outage is fixed.
	incorrect server clock timing	Fix the server system time.
Failed to upload the scanned file by {username} on {deviceName} to the PaperCut Cloud OCR Service.	This error can occur for the following reasons:
	the time taken to transmit the document from the PaperCut Cloud OCR Service to the Application server has exceeded the configured timeout period.	Increase the timeout period via the system.scan.ocr.transfer-retry-timeout-mins config key. For more information, see Advanced Integrated Scanning configuration.
	a network interruption a thread interruption an I/O error	Ask the user to retry the scan.
The PaperCut Cloud OCR Service could not convert the scan job by {username} on {deviceName} to a searchable format.	This error can occur for various reasons including: the scanned document is invalid or corrupted there is a problem with the PaperCut Cloud Services	Check the server log for more details about the error.
The OCR process has timed out after {x} minutes while converting the scan job by {username} on {deviceName} to a searchable document.	The time taken to convert the document to a searchable format has exceeded the configured timeout period.	Increase the timeout period via the system.scan.ocr.cloud.download-polling-timeout-secs config key. For more information, see Advanced Integrated Scanning configuration.
Failed to download the searchable document scanned by {username} on {deviceName} from the PaperCut Cloud OCR Service.	This error can occur for the following reasons:
	the time taken to transmit the document from the PaperCut Cloud OCR Service to the Application server has exceeded the configured timeout period.	Increase the timeout period via the system.scan.ocr.cloud.download-polling-timeout-secs config key. For more information, see Advanced Integrated Scanning configuration.
	a network interruption a thread interruption an I/O error	Ask the user to retry the scan.
Scan file exceeds size limit.	The scan job has been converted to a searchable format and sent back to the Application Server, but it could not be delivered to the destination because the scan job is larger than the configured maximum file size.	The user needs to reduce the file size (for example, by reducing the DPI or splitting the file in two. Alternatively, you could increase the maximum file size allowed using one of the following config keys: system.scan.email-max-job-size-kb system.scan.folder-max-job-size-kb system.scan.cloud-max-job-size-kb For more information, see Advanced Integrated Scanning configuration.

If you can’t resolve the problem, then contact your PaperCut MF reseller with your Support ID.