Xerox SMARTsend 2.0 FAQ

Frequently Asked Questions

Release 2.0

March 27, 2006 Xerox Corporation 855 Publisher's Parkway, Bldg. 0855-01D Webster, NY 14580 USA

WorkCentre licensed to Xerox Corporation in the United States and other countries.

DataGlyph Adobe and Acrobat are registered trademarks of Adobe Systems, Incorporated. IBM, Lotus, Domino, and Domino.Doc are registered trademarks of IBM Corporation. NetWare is a registered trademark of Novell, Inc. Flash is a trademark of Macromedia, Inc. Microsoft, Microsoft Windows, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft

Internet Explorer, Microsoft Office, Exchange 2000, SharePoint , and I nt ernet In f ormation Services (IIS) are registered trademarks of Microsoft Cor po rat i o n.

Netscape Navigator is a registered trademark of Netscape Communications Corporation. WordPerfect is a registered trademark of Corel Corporation. WorkSite is a trademark of Interwoven, Inc. Hummingbird DM is a trademark of Hummingbird, Ltd. Documentum is a registered trademark of EMC Corporation. LiveLink is a registered trademark of Open Text Corporation. Xerox PDF Reader Powered by Foxit Software Company http://www.foxitsoftware.com

® Pro, DocuShare ®, FlowPort ®, PaperWare, SMARTsend, and FreeFlow are trademarks of or

® is a trademark of Palo Alto Research Center, Inc.

Table of Contents

Overview...................................................................................................................................................... 5

Troubleshooting a Problem.................................................................................................................... 5

Additional Information ............................................................................................................................. 5

Frequently Asked Questions.................................................................................................................. 6

AFTER MANUALLY CONFIGURING A DEVICE, I AM UNABLE TO REFRESH TEMPLATES? WHY?................ 6

AM I REQUIRED TO INSTALL SMARTSEND FROM THE CD OR ISO IMAGE ON THE SMARTSEND

COMPUTER?............................................................................................................................................... 6

DO NEWER XEROX MULTIFUNCTION DEVICES REQUIRE ADDITIONAL CONFIGURATION STEPS WHEN

THEY ARE BEING MANUALLY CONFIGURED

HOW DO I CONFIGURE SMARTSEND TO USE A SUN JAVA SYSTEM DIRECTORY LDAP SERVER FOR

INTEGRATED ADDRESS BOOK LOOKUP?.................................................................................................. 7

HOW DO I CREATE A SCAN DIRECTORY THAT CAN BE USED BY THE SMARTSEND SCAN TO HOME

UTILITY TO SCAN TO AN FTP HOME LOCATION?....................................................................................... 8

?.............................................................................................. 7

Option 1: Create the scan directory inside the FTP root directory. ..................................... 8

Option 2: Create a Virtual Directory in the Microsoft IIS service........................................ 10

HOW DO I CREATE A SCAN DIRECTORY THAT CAN BE USED BY THE SMARTSEND SCAN TO HOME

UTILITY TO SCAN TO A NETWORK FOLDER HOME LOCATION?............................................................... 12

HOW DO I CREATE AND CONFIGURE A DOMINO DOCUMENT LIBRARY FOR USE WITH SMARTSEND?.14

Verify Domino is ready to accept uploads from SMARTsend.............................................. 14

Create and configure a Domino Library .................................................................................... 15

Creating a Domino Workflow in SMARTsend........................................................................... 17

More information about DIIOP...................................................................................................... 24

Internet Links to Domino Information........................................................................................ 24

HOW DO I POPULATE DOMINO METADATA USING A SMARTSEND WORKFLOW?.................................. 25

Administration Steps...................................................................................................................... 25

User Steps - Create a SMARTsend Workflow to populate the metadata fields............... 25

AM ABL E TO ADD A DES T INAT ION TO A SMARTSEND WORKFLOW. HOWEVER, THE WORKFLOW

PUBLICATION FAILS TO EXECUTE

. WHY? ................................................................................................ 27

I AM UNABLE TO IMPORT A LARGE NUMBER OF USERS INTO THE SMARTSEND SCAN TO HOME USER

DATABASE

? WHY? .................................................................................................................................. 27

I AM UNABLE TO SCAN TO A URL DESTINATION THAT IS AN IIS FOLDER. WHY?................................... 27

WHAT VERSIONS OF NETSCAPE NAVIGATOR ARE SUPPORTED BY SMARTSEND?.............................. 27

WHEN I ATTEMPT TO UNINSTALL SMARTSEND, I RECEIVE AN IIS ERROR AND THE UN-INSTALLATION IS

NOT SUCCESSFUL

. WHY?........................................................................................................................ 27

WHY CAN I ONLY FILE TO ONE HUMMINGBIRD SERVER AT A TIME?........................................................ 28

Overview

Application, device, and network errors can occur in a variety of situations. This guide includes some of the common issues and Frequently Asked Questions that pertain to SMARTsend, Xerox Multifunction Devices, and related networking issues that have been added or updated after the release of SMARTsend

2.0.

This guide should be used in addition to the SMARTsend Installation and Administration Guide and User Guide that is installed with the application.

Troubleshooting a Problem

When a problem persists, document the error messages and gather information to define the problem. The following problem-solvin g pr oced u res a re re com mended:

• Accurately define the problem. When, where, and how does the problem occur?

• Reproduce the problem. Can the problem be reproduced consistently or is it an intermittent problem?

• Ask other users if they have encountered the problem, and keep a log to track problem occurrences.

• Examine the data for trends and the common attributes that may be related to the problem. For

example, does the problem occur only with a specific multifunction device or on a specific workstation or network configuration?

• Review the product documentation, including the README files and problem solving topics, to see if

any similar problems are documented.

If a cause and solution to the problem cannot be identified, call Xerox Customer Support to report the error information. Provide the support representative with the documentation that you have gathered to define the problem. Be sure to have your product Serial Number available at the time you place the call. See Customer Support on page 1-7 of the Installation and Administration Guide for additional information.

Additional Information

Xerox Customer Service welcomes feedback on all documentation - send feedback via e-mail to:

USA.DSSC.Doc.Feedback@mc.usa.xerox.com.

You can reach Xerox Customer Support at 1-800-821-2797 (USA), TTY 1-800-855-2880, 1-800-939-3769 (CANADA ) or at

Other Tips about Xerox multifunction devices are available at the following URL:

http://www.xerox.com/DocumentCentreFamily/Tips.

http://www.xerox.com.

Frequently Asked Questions

After manually configuring a device, I am unable to refresh templates? Why?

When manually configuring a device to use the SMB filing protocol, the SMARTsend user interface instructions show the short server name instead of the fully qualified domain name. In some networks, this will not be enough information for the server name to map to an address. This will cause a template refresh at the device to fail and, potentially, the device may fail to file to its default repository.

This problem is encountered when performing the following procedure:

1. From the Administration Home Page, click on the Add/Update Xerox Devices link.

2. On the Manage Xerox Devices page, enter the name or IP address of the device you wish to configure.

3. Select the Device Properties icon to open the Edit Xerox Device Properties page for the device being

configured.

4. On the Edit Xerox Device Properties page, select the SMB filing protocol, manual configuration

options and click Configure.

5. Click OK on the Manual Device Configuration Status dialog. The Manual Device Configuration

Instructions dialog will be displayed. Note that the server name that is displayed for the default repository and template pool uses a short name (e.g. myserver instead of myserver.myorg.com).

6. If your network requires a fully qualified domain name, please use the server fully qualified domain

name when entering the server name at the device user interface.

Am I required to install SMARTsend from the CD or ISO Image on the SMARTsend Computer?

To insure your system is configured correctly, you should copy the SMARTsend ISO image from the CD to your local computer or run the SMARTsend install from the CD.

Note: If you will be using the SMARTsend ISO image, you will need to mount the ISO image so that Windows will recognize it as a drive. There are tools available online that will mount the image. After the ISO image is mounted, the drive should act as if the source CD you obtained the ISO image from is inserted.

If you attempt to install SMARTsend from a network share (For example: If you are running Microsoft Virtual Server and create a share to the host computer), you will receive a popup error with the heading 'SetDirAccess.exe - Common Runtime Language Debugging Services'. If you click OK, the installation will complete successfully. However, the SMARTsend directory tree may not have all of the required directory permissions. If you have already installed and received this and other errors while running SMARTsend, please copy the ISO image locally or run the install again, and repair the installation using the following procedure:

To repair an existing SMARTsend installation:

1. Log in to the SMARTsend computer as an administrator.

2. Open the Windows Control Panel and select Add/Remove Programs.

3. Select SMARTsend, and then select Change.

4. Select Repair on the Application Maintenance Page (Figure 1), and then click Next.

5. Click Next on the Ready to Repair the Application page.

6. Follow the directions provided by the installer to complete the repair.

Figure 1

Do newer Xerox Multifunction Devices require additional configuration steps when they are being manually configured?

For newer Xerox Multifunction Devices, SMARTsend requires that the Login Credentials Source (labeled Login Credentials Access to the Destination on the device’s web embedded server’s Fil e Reposit o r y Setup page) be set to System. When manually configuring a newer Xerox Multifunction Device, please access the device’s embedded web server and confirm that the value is set to System. If you are not manually configuring a new Xerox Multifunction Device, SMARTsend will take care of this setting.

How do I configure SMARTsend to use a Sun Java System Directory LDAP Server for Integrated Address Book Lookup?

The following string entry should be added to the Registry before configuring the SMARTsend LDAP settings:

[HKEY_LOCAL_MACHINE\SOFTWARE\Xerox\FreeFlowDDS\Settings\Install] LdapObjectFilter = (objectClass=person)

Note: This value is not required for other types of LDAP servers and may cause them to fail to return user records. Also, depending on server setup, a different filter string may be required.

When configuring the SMARTsend LDAP settings:

1. At the E-mail and Address Book Setup page (Figure 1), enter a valid LDAP host name (e.g. v-sundir)

Figure 1

2. Enter colon port number after the host name (e.g. v-sundir:389)

3. Enter a forward slash and base (e.g. v-sundir:389/o=Test_Domain)

4. Enter valid LDAP property mappings.

5. Select Apply button and then select Test to verify success.

Note: Short host names may or may not work so please use the full host name (e.g. v- sundir.domain.com).

How do I create a scan directory that can be used by the SMARTsend Scan to Home Utility to scan to an FTP home location?

Option 1: Create the scan directory inside the FTP root directory.

Note: The following sample procedure is based on a Windows 2000 server.

1. Open Windows Explorer on the computer or server that will be the “scan server.”

2. Create a directory inside of the last directory of the FTP root path (the ftp root path in this example is

c:\inetpub\ftproot).

3. Right-click the ftproot directory (or the last directory in the FTP root path that the scan server was just

created in) and select Sharing (Figure 1). The folder Properties dialog will appear.

Figure 1

4. Select the radio button for Share this folder then click OK (Figure 2).

Figure 2

5. The Permissions dialog will appear (Figure 3). Make sure that the Everyone group has been granted

Full Control, Change and Read permissions. Click OK.

Note: Although the Everyone group has been granted Full Control, Change and Read permissions to

the share, NTFS permissions for users will override share permissions and can be used to control access.

Figure 3

6. The last directory in the FTP root path will appear in Windows Explorer with a hand under it to signify

that it is now a shared folder (Figure 4).

+ 19 hidden pages