Xerox SMARTsend 2.1 FAQ

Frequently Asked Questions

Release 2.1

Aug 15

2006

Xerox Corporation

855 Publisher's Parkway, Bldg. 0855-01D

Webster, NY 14580

USA

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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 Internet Information Services (IIS) are registered trademarks of Microsoft Corporation.

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.

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

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

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Table of Contents

Overview......................................................................................................................................... 4

Troubleshooting a Problem.......................................................................................................... 4

Additional Information .................................................................................................................. 4

Frequently Asked Questions........................................................................................................ 5

WHY DO I GET A WEB PROXY NETWORK ERROR? ............................................................................. 5

WHY DO I GET A GUEST USER LOGIN POPUP WHEN I TRY TO LOGIN? ................................................. 6

WHY DOES THE INTEGRATED INSTALL OF WALK UP PRINT DRIVER FAIL ON A CLEAN W2K3 OR XP

INSTALL OF

SCAN TO HOME. ............................................................................................................................ 8

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

COMPUTER? .................................................................................................................................. 8

DO NEWER XEROX MULTIFUNCTION DEVICES REQUIRE ADDITIONAL CONFIGURATION STEPS WHEN

THEY ARE BEING MANUALLY CONFIGURED

WILL ALL FEATURES OF SMARTSEND BE AVAILABLE WHILE USING DC 420/425/430/432/440

DEVICES

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

INTEGRATED ADDRESS BOOK LOOKUP? ....................................................................................... 11

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? ............................................................................. 12

Option 1: Create the scan directory inside the FTP root directory................................. 12

Option 2: Create a Virtual Directory in the Microsoft IIS service. ................................... 14

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? ......................................................... 16

HOW DO I CREATE AND CONFIGURE A DOMINO DOCUMENT LIBRARY FOR USE WITH SMARTSEND? 18

Verify Domino is ready to accept uploads from SMARTsend ......................................... 18

Create and configure a Domino Library............................................................................. 19

Creating a Domino Workflow in SMARTsend.................................................................... 21

More information about DIIOP ............................................................................................ 28

Internet Links to Domino Information ................................................................................ 28

HOW DO I POPULATE DOMINO METADATA USING A SMARTSEND WORKFLOW? .............................. 29

Administration Steps ........................................................................................................... 29

User Steps - Create a SMARTsend Workflow to populate the metadata fields ............. 29

I AM ABLE TO ADD A DESTINATION TO A SMARTSEND WORKFLOW. HOWEVER, THE WORKFLOW

PUBLICATION FAILS TO EXECUTE

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

DATABASE

I AM UNABLE TO SCAN TO A URL DESTINATION THAT IS AN IIS FOLDER. WHY? ............................... 31

WHAT VERSIONS OF NETSCAPE NAVIGATOR ARE SUPPORTED BY SMARTSEND? ........................... 31

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

NOT SUCCESSFUL

WHY CAN I ONLY FILE TO ONE HUMMINGBIRD SERVER AT A TIME? .................................................. 32

WHY AM I HAVING DIFFICULTY CREATING CREDENTIALS FOR TRIM CONTEXT6 SERVERS? .............. 32

SMARTSEND? ............................................................................................................ 8

? ..................................................................................... 9

? .................................................................................................................................... 11

. WHY?........................................................................................ 31

? WHY? ...................................................................................................................... 31

. WHY? ............................................................................................................. 31

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 2.1

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-solving procedures are recommended:

• 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

Why do I get a web proxy network error?

WindowsXP needs to configure its firewall for SMARTsend to be able to launch. If the firewall has not been configured to allow http and https to have access, you’ll get a message similar to the one shown below in Figure 1when launching SMARTsend after it has been installed on the Windows XP.

Figure 1

Solution: Configure the XP server by (refer figure below):

1. Select “Windows Firewall” from Control Panel.

2. Select “Advanced” Tab

3. Select “Settings” in the “Network Connection Settings” group, to add the exceptions for

an individual connection

4. Select the “Services” tab from the resultant “Advanced Settings” windows

5. Check “Web Server (HTTP)” and Secure Server (HTTPS)” on the firewall. From Windows

Firewall/Advanced

Why do I get a Guest user login popup when I try to login?

Solution: Set “Network Access: Sharing and Security model for local accounts” to “Classic – Local users authenticate as themselves” by

1. Select “Administrative Tools” from the “Start” Menu.

2. Choose “Local Security Policy”

3. Select “Local Policies”

4. Select “Security Options”

5. Scroll down to “Network Access: Sharing and Security model for local accounts” and

double click it.

6. Select “Classic – Local users authenticate as themselves” from the list of options (see

figure below)

CDDub12862

Why does the Integrated install of Walk up print driver fail on a clean W2K3 or XP install of SMARTsend?

On a clean install of XP or 2k3 there are no PSCRIPT print drivers installed so the install of the Walk Up driver does not complete properly. The visible symptom is that there is no instance of this Walk-up driver in the Printers and Faxes folder. The driver does appear in the add/remove programs list. User should follow the “Add Printer” wizard to install any Xerox Postscript driver before installing SMARTsend.

Scan To Home. 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.

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

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

5. 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 File Repository 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.

Certain Xerox Devices namely WCP 232/238/245/255/265/275 family with releases x.27.24.020 & x.50.03.000 have PDF Linearization turned on by default. PDF Linearization is new feature for PDF scanning to enable faster viewing of PDFs in a web browser. However in such cases it is possible that the scan gets to the SMARTsend server and never gets delivered to the destination. When running the Job History Exporter, the error message observed in the log is "Incoming images could not be processed". For a workaround please follow steps below. Please note that you shall need Administration rights to make the necessary change for which you may want to contact your SA or Xerox Corporation Support.

1. Use CentreWare Internet Services to get to the Xerox Device’s properties page.

2. Select Services from the menu on the side.

3. Select Network Scanning

4. Select Default Template.

5. In the Name / Format Section, select Edit to change the default options.

6. Change the scan file type from PDF to Multi-TIFF. Select Apply.

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