Troubleshooting articles / Error messages

Context: we notice that printing is very slow and that we have to restart the request a second time to get it to print.

In the Watchdoc log files, we see the following message: SPL|JobQueue ‘Deleted [NoReason] Job[2657]’

Cause: the problem may be due to the encryption of document titles in the queue.

Resolution : in the Watchdoc administration interface, go to the queue properties, Expert Mode section and deactivate the ‘encrypt the title of documents in the shared queue’ option.

Context: After a manual update (with the copy of configuration files in the configuration folder of the Watchdoc server) of Watchdoc in a .NET 4.7.2 framework environment, Watchdoc doesn't restart.

In the Command Prompt, the following message is displayed: system error 1064 has occurred.

In the Watchdoc Event Viewer, the following error message is displayed: System.InvalidOperationException.
Cause: This issue is due to the kernel files update and occurs when Watchdoc runs with the 4.7.2 version of the .Net framework.

Resolution: To solve this problem, it is necessary to replace the Watchdoc folder files (in C:\ProgramFiles\Doxense\Watchdoc, by default) by those of the update kernel[new_version] folder (see. Watchdoc doesn't restart after a manual update).

Context: Following a Watchdoc malfunction, the logs analysis highlights the presence of FP*.SPL type files into the logs (for example : "INFO 11-02 14:21:20.717 [JobWorker#2] EMF|EmfManager "EMF analysis: 134.6K in 4.5 ms [29.48 MBps] [i/o: 3; seek: 89] for Job[76] in C:\Windows\system32\spool\PRINTERS\FP00551.SPL")
Cause: FP stands for "File Polling". The FP mode is generated by MS Windows® directly. In general, Watchdoc deactivates it, but it may occur that it fails. In that case, FP*.SPL files are generated and causes errors in Watchdoc. They should therefore be deleted.

Resolution: To solve this problem, stop and restart the spooler service (see. Error due to spools files prefixed by FP*).

Context: The following error message might appear when creating a printer in Watchdoc: “There are no more endpoints available from the endpoint mapper”.
Cause: These are the two most frequent reasons for this error type:

• Instability or crash of the Windows spooler

• Problem of the Windows firewall service

Resolution: To solve the problem, you must check the status of the firewall service (see. Endpoint mappeur error message).

Context: From the Watchdoc Main menu, when you click on the Configuration> Printers and Devices section, you may receive the following error message: "Error while calling method AdminDevicesList Description : Index was outside the bounds of the array."

Cause: This malfunction occurs when the MSTSC redirection of printers is enabled at the server.

Resolution: To resolve the problem, it is necessary to disable the MSTSC redirection of the printers at the server.

GPEDIT.MSC ==> Computer Configuration\Policies\Administrative Templates\Windows Components\Remote Desktop Services\Remote Desktop Session Host\Printer Redirection\Do Not allow client printer redirection (enable).

Context: When consulting reports in Watchdoc (from administration interface, Main Menu > Analysis section > clic on Reports), the following error message is displayed: "Error while calling method adminStatsListUsers (exec CrystalProxy)" - Description: Division by zéro - Error code: 0x80131904
Cause: This message results from an error in the analysis of the spools (analysis of the number of pages) which generates a value "0" in the "doclpages" column of the "Documents" table.

Resolution: To solve this problem, you must launch a query on the Watchdoc database (see. Division by zero error).

Context: when you try to repair a Watchdoc Express version using the wizard, using the Repair button, the operation seems to work correctly, but the shortcuts are deleted and Watchdoc is uninstalled.
Cause: This malfunction is due to a fault in the assistant.

Resolution: Do not use the Repair button on the wizard.

Context: after a Watchdoc update on a configuration comprising an IIS server with the Watchdoc and WEB kernel and a server with the Watchdoc kernel, access to the Watchdoc administration interface is impossible and the error message is displayed in the browser.
Cause: the 2 kernels have not been updated simultaneously and cannot communicate because they are in 2 different versions.

Resolution:update the kernel that is not.

Context: after a MS Windows update, you can not access the Watchdoc administration web site.
Cause: this problem is due to the MS Windows update.

Resolution: to avoid having to uninstall the faulty Windows updates causing the problem as described below, one solution we have validated on Windows Server 2016 et Windows Server 2012 R2 is to modify the configuration of the IIS Service (cf. Can't create Crystal object).

Context: Watchdoc is compatible with the XPS format.

An XPS document is a file saved in XML Paper Specification format. Although you can create an XPS file with any print program in Windows, you need specific software such as the XPS viewer to view or edit these files.

When you open an XPS document, the XPS Viewer automatically opens the document in an Internet Explorer window. Two additional toolbars appear: one above and one below the XPS document. Each of these toolbars provides options for viewing and managing XPS documents.

But sometimes printing XPS format files is not supported and causes a system error.
Cause: The use of Watchdoc requires the setting of some exclusions in Windows Defender^® (especially on the Watchdoc folder and on the Windows and Doxense spooler folders). These exclusions are normally set automatically when Watchdoc is installed, but it sometimes happens that a manual management of these rights or a reset of these rights in Windows Defender^® (especially after an update) modifies this initial setting.

Resolution: Set the Windows Defender^®.

Context: Watchdoc is compatible with XPS format.
However, given the limitations of this format on certain functions (spool transformation and inter-server print-on-demand in particular), we do not recommend its use.

Cause: Watchdoc does not support spooling for "non-RAW" prints, i.e. XPS and Emf.

Resolution: Check or set the CSR mode on devices and workstations.

Context: the message appears when installing Watchdoc 5.4.1.4179, if you ask to activate Privileged services (required to activate the WeScan function), blocking the installation.
Cause: the problem is linked to version 5.4.1.4179, which does not include the service, or to the environment, which prevents it from being installed.

Resolution: Watchdoc should be installed WITHOUT enabling Privileged Services, and then enabled at a later date (cf. Impossible to install Watchdoc 5.4.1 or 5.5).

Context: although an operator previously had configuration rights on the Watchdoc interface, he can no longer access the configuration interface and sees the following message displayed: "You are not authorised to access this section" before being logged out.

Cause: this behaviour by Watchdoc is linked to the modification of rights on the role, the user group or the user. It is therefore not a problem, but the consequence of a change in settings.

Resolution: if the operator's rights have been wrongly modified, the operator can contact the Watchdoc administrator to recover his rights.

Context: From the Watchdoc Main Menu, when you click on Reports to access the Prints made during a certain period's reports, it may occurs that the reports do not appear immediatly and need few seconds to be displayed.

Cause: This problem arises because the statistical data base is heavy and the IIS services delays or those of the Watchdoc statistical data base are not sufficient.

Resolution: To solve this problem, you must modify the ASP properties and connection to the database (cf. Waiting time for displaying the Reports).

Context: occasionally, in the print reports, some of the documents on the list appear as "unclassified".

Cause: the problem occurs when Watchdoc is not able to extract the file extension from the spool.

Resolution: to solve this problem, you should create a rule and configure the printing queue (cf. Unclassified documents in Wathcdoc reports)

Context: Printing is no longer possible and, when installing the printer, the following error message is displayed: "Do you trust this printer? Windows must download and install a driver from the computer... Only allow the operation if you trust the computer..."

Cause: This is due to the print nightmare patch from Microsoft. (see the following document

https://cyberwatch.fr/actualite/cve-2021-34527-comment-identifier-et-neutraliser-la-vulnerabilite-printnightmare/

KB5005010: Restricting installation of new printer drivers after applying the July 6, 2021 updates (microsoft.com)

Resolution: To solve this problem, it is necessaray to disable a registry key. Run this command in GPO:

reg add "HKEY_LOCAL_MACHINE\Software\Policies\Microsoft\Windows NT\Printers\PointAndPrint" /v RestrictDriverInstallationToAdministrators /t REG_DWORD /d 0 /f

Context: It occurs that in the EventLog of a server, several events are related to Terminal Server Printer Mapping.

Cause: Most of these events are related to the automatic mapping of the various PDF Viewer drivers on the workstation of the administrators when they log on the print server using Remote Desktop Services.

This kind of issue is known to cause unstability of the Printer Server. Given the other issues at the same time, it may have accelerated spooler crashes.

Resolution: To solve this problem, it's necessary to de-activate this automatic mapping on the Print Server.(cf. Disabling the RDS Printer Mapping).

Context: When installing Watchdoc, the installation wizard configures by default the rights related to the rules regarding the incoming flows and the Watchdoc application in the Windows Defender^® firewall (Watchdoc Firewall and Privileged Service Firewall Exception).

Cause: The use of Watchdoc requires the setting of certain exclusions in Windows Defender^® (in particular on the Watchdoc folder and on the Windows and Doxense spooler folders). These exclusions are normally set automatically during the installation of Watchdoc, but it sometimes happens that manual management of these rights or a reset of these rights in Windows Defender^® (especially after an update) changes this initial setting.

Resolution: To solve this flow-related issues, you must check configuration and rights (cf. Managing flows in Windows Defender).

Context: When accessing the Watchdoc administration interface from the Chrome browser, you can't authenticate youself and the following message is displayed : "Impossible to connect".

Cause: This issue is due to the Chrome browser which doesn't succeed to access the interface with a short url (https://SERVER:5756).

Resolution: It's necessary to connect to the Watchdoc administration interface with the full name (https://server.acme.local:5756/) or the IP address (https://1.2.3.4:5756/).

Context: After authentication of a user came to release his print-jobs on a device, the error message "Quota not found" is displayed and blocks the device.

Cause: This errror is caused by the configuration of Custom Quotas applied for the automatic payment on a printing queue: if several filters are configured and that none of them satisfies the condition, Watchdoc can't find any quota to debit, that causes error.

Resolution: To avoid this error, you can add a rule in the configuration of the custom automatic payment (cf. Quota not found).

Context: When an authenticated user tries to access Watchdoc from a Safari or Firefox browser, an authentication dialog box opens and if the user does not provide his / her identifiers (domain), an error message informs him / her that access is impossible: "401 - Not Allowed: Access Denied Due to Invalid Credentials".

Cause: This problem occurs due to an incompatibility between the Safari and Firefox browsers with the Watchdoc SSO (Single Sign On) module. As a result, user authentication is not passed from the browser to the Watchdoc IIS server, which therefore denies access.

Resolution:  To resolve this issue, you should configure a Watchdoc web instance with an authentication form (see procedure below). The user will be able to authenticate himself in the web interface Watchdoc in order to access his account.

Context : during a Watchdoc update, the operation is suspended and the following error message is displayed in a pop-up window: Doxense.AuthManager.dll is blocked

Cause: this anomaly may be due to the QueueCreationTool print queue creation tool.

Resolution: close the QueueCreationTool.exe tool and run the update again.

Context: after updating Watchdoc (from a version prior to the v5.0), user's authentication by cards no longer works. Furthermore this cards are not found in the Watchdoc Supervision Consol (WSC).

Cause: This malfunction may be caused by the change of a field name in the SQL table of the cards. The value "badges" of the field crdDOMAIN has been changed in "cards". As a result, the badge ID (that contains) this value becomes invalid in the new version of Watchdoc.

Resolution: to solve this issue, it's necessary to launch a SQL query that updates the cards identifiers (cf. Cards in unusable status).

Context: during an update of the servers in a domain, when an attempt is made to add a package, the initialisation succeeds, but the update fails. The message ‘This update package is not secure’ is displayed.

Cause: This behavior occurs when the update package contains an update.cat file signed by an invalid certificate;

Resolution: a valid certificate should be installed (see Unable to update: package not secure)

Context: when using DriverPackageExtractor, after clicking on ‘Prepare package and analyse’, the following error message is displayed: ‘An unhandled exception has occurred in your application. [] The process cannot access file [Filename] because it is being used by another process’.

Cause: it is possible that this error is due to an antivirus blocking access to the driver .inf file.

Resolution: the antivirus software should be deactivated or configured to allow access to the files used by Watchdoc.

Context: when updating servers of a domain from the master update, when we click the Propagate button or the Apply button, WSC systematically opens the Add a new update interface.

Cause: this behaviour occurs when the update package has not been previously downloaded or when the downloaded package is corrupt.

Resolution:download a new, valid update package (from doc.doxense.com).

Context: this message appears after migration of WSC from a version prior to V6 to V6 or higher.

Cause: the licence is no longer compulsory for WSC from V6 onwards. For this version and higher, the Watchdoc licence is also used for WSC.

Resolution: the WSC licence should be reset. (see Reset licence in Install WSC).

Context: This message appears after a printer driver has been downloaded to the Supervision Console. It takes some time to load and ends with the message: "An error occured while trying to get infos about the package. (Status: 413) RequestEntityTooLarge.

Cause: the package containing the downloaded printer driver is too large.

Resolution:the driver package should be stripped down to the files expected by WSC (see Lighten the archive file) or Watchdoc / WSC should be updated to version 6.1.0.4996.

Context:(november 2024) from the Supervision Console, we try to install a Ricoh or Epson driver using the DriverPackageExtractor. These drivers have been downloaded from the official websites. But the installation fails and the following message is displayed: Unable to install [driver_name]. The system cannot find the file specified.
The following message appears in the logs : An unexpected exception occured while trying to install driver. Error was: 'Failed to UploadPrinterDriverPackage(driverName='[NAME]' Result code: -2147024894)'.

Bypass: the driver should be installed using a GPO tool or via Intune, without using DriverPackageExtractor until this utility has been corrected. 

Context: when the shortcut used to access the WSC administration interface is clicked, an error message informs ‘Unable to access WSC: HTTP error 404.0 - Not provided - The resource you are looking for has been deleted, renamed or is temporarily unavailable’.

Cause: this problem may be due to the fact that the listening port 5756 is being used by another service.

Resolution: services need to be restarted from the service management console (see WSC Troubleshooting).

Context: after starting a scan, an error message ‘Impossible to recover initial settings - NoScanProfile - Could not find any valid scan profile after constraints application’ is displayed.

Cause: This message is due to a settings incompatibility between the device's scan settings and the settings in the WEScan scan profile selected by the user. This message may also appear if no scan profile exists for the device model, or if WEScan is not enabled in the WES profile of the device on which the scan was initiated. Details of the nature of the problem can be found in the log files.

Resolution: depending on the nature of the error, you need to check:

1. the device is compatible with the WEScan function

2. if the device is compatible, WEScan has been activated on the device's WES;

3. whether the device settings are compatible with the settings defined in the scan profile for which the error message was sent.

Context: when a user scans a document with several pages, the pages are not sorted in order..
Cause: if the File name parameter is not modified in the scan destination, the scanned file will have the name Scan and its occurrences Scan, Scan (1), Scan (2), etc. As Windows uses ASCII sorting, Scan (1) is considered to be the first in the list, before Scan.

Resolution: the Filename parameter should be changed to a variable that allows sorting, such as $LONGDATE, for example, which will take into account the hour, minute and second the page was scanned (cf. Configure a Scan destination). 

Context: A document that has already been printed is still displayed in the WES list of jobs waiting to be printed.

Cause: This problem may be linked to synchronisation between the print device and Watchdoc. In particular if the print job is sent in the interval when a device changes status (status=error, status = ready) while device status synchronisation is enabled.

Resolution: if the print device is unstable and frequently changes status, it is recommended that you disable print queue status synchronisation (see Configuring a print queue - Send spool files section Status synchronisation parameter > Do not synchronise status).

Context: this message appears after WEScan has been activated in a domain (master/slaves configuration).
Cause: interserver on-demand printing is not enabled.

Resolution: it is advisable to Activate the interserver on-demand printing

Context: after sending a document scanned with WEScan, the user receives an email informing them that the file size has been exceeded and that the scanned document has not been sent.

Cause: this message is due to the "Maximum file size" parameter defined in the configuration of a Scan Destination.

Resolution: the maximum size of scanned documents needs to be changed (cf. "Exceeded file size" error message).

Context: Abnormal delays are noted when printing from a WES.
When an user press the button "My prints" on the device screen:

• either an error message is displayed ("Unable to access [print server address] for the moment. Please contact your System Administrator");

• or the WES interface is displayed after 3 or 4 minutes of waiting.

Furthermore, the analysis of the logs confirms slowness, not at the server level, but at the level of the cycle of analysis of web pages by the device.

Cause: These delays are caused by the activation of files analysis tools (anti-malware, anti-virus like Windows Defender^®, BitDefender^®, Kaspersky^®, etc.) on Watchdoc and the folder including spools.

Resolution: To solve this problem, you should design exclusion rules in the security tool to allow Watchdoc to not be slowed by this tool when printing.

To design exclusion rules, the process is specific to each tool.
Consult the editor's documentation to know how to process: for example, Microsoft Support https://support.microsoft.com/en-us/help/4028485/windows-10-add-an-exclusion-to-windows-security ; https://docs.microsoft.com/en-us/windows/security/threat-protection/windows-defender-antivirus/configure-notifications-windows-defender-antivirus ;
le support Kaspersky : https://support.kaspersky.com/13154, etc.

Context: For security reasons, the JQuery version used for WES is regularly updated in Watchdoc.

Currently, version 3.6.0 is embedded in the Watchdoc configuration.

If some printing devices are not compatible with this version of JQuery, this may create a security hole (a message indicates that the version of JQuery installed is vulnerable).

Cause: The installed JQuery version is lower than version 3.5 (it is not recommended to use version 3.2.0 which generates security holes).
Resolution: To solve this problem, you need to install a version of JQuery 3.5 or higher (3.6.0 by default). (cf. JQuery version incompatible with a printing device)

Context: When connecting from the WES with the PUK/Badge association, it happens that the following error message is displayed: "an unexpected error has occurred: please try again. If the problem persists, please contact your administrator".

The following line appears in the logs:

09-27 09:48:38.931 [#68] AUTH|MicrosoftLDAPAuthority "No account matches the PUK"

Cause: The error is related to the root domain. 
Resolution: To solve this problem, check the information entered in the LDAP directory: (cf. No account matches the PUK)

Context: when print jobs are requested from native MS Windows 10 applications (such as Edge, Photo, paint, etc.), printing is blocked.

Cause: the job format is not supported by the printing device. 
Resolution: CSR must be activated or forced on client workstations (cf. XPS format spooling problems - Invalid format)

Context: on some WES, the Scan2USB function is deactivated on the device screen even though it was activated during setup.

Cause: the WES was installed before the "Scan2..." functions were made available in Watchdoc.
Resolution: the Watchdoc configuration file needs to be modified.(cf. WES - Scan2USB unavailable)

Context: After installing a WES v.3 (regardless of the brand), the device screen is black. Depending on the brand, more or less function keys remain accessible.

The traces file (WES traces) indicates that the device is unable to load the images intended to customize the WES.

Cause: This issue occurs when the dimensions of the images saved to customize the WES are not respected.
Resolution: To solve this issue, it is necessary to resize the customed images (logos, banners...) to the right dimensions. To avoid problems with custom images in the WES and to make sure you size correctly, open the default images in an image editor and resize your custom images by overlay.

Context: When installing a WES based on the JAVA programmation language (WES Canon, Lexmark, Kyocera, Samsung et Ricoh), on a print queue, a message may indicate that an error has occured and that the embedde application (WES) was not able to contact the server.

2019-06-21_12h41_17.png You can click the "Download" button to obtain the WES logs. If the following message is displayed, it's a problème due to JAVA : "java.lang.ArrayIndexOutOfBoundsException"

Cause: This issue is due to the Java version used by the firmware of the printing device.
Resolution: To solve this problem, you should restore the HTTPS (SSL) dialogs between the WES and the Watchdoc server should be restored using a dedicated utility. (cf. WES based on JAVA language are not able to access the Watchdoc server)

Context: In case of problems with some WES (Canon, Kyocera, Lexmark and Samsung), it is possible to activate logs on the device itself. The analysis of these logs makes it possible to establish an advanced diagnosis.

Resolution: to enable logs on the device: 

1. In the Watchdoc administration web interface, from the Main Menu, click on the Web & WES templates;

2. In the WES List, click on the WES for which you want to enable the logs;

3. In the Misc section > Log options, select:

• Destination : All to enable logs everywhere or Device to enable logs only on the device ;

• Level : select the log level you want to obtain.
  N.B. : enabling logs may cause the device to become busy. It is therefore strongly recommended to disable this option after the problem is resolved.

Context: after installing WES on a device, the Watchdoc-specific My Printouts button is not displayed on the screen of the printing device.

Cause: This anomaly may be due to the display settings defined for the print device's home page. The number of buttons may be limited or there may be a restriction on the functions displayed on the home screen.

Resolution: check and modify the settings for personalising the Home screen on the device

(cf. Canon MEAP - The "My prints" button is not displayed on the device screen).

Context: ScanToFolder has been available with Canon WES since Watchoc v6. However, sometimes it does not work after installing the WES.

Cause: this message is linked to device options that need to be changed.

Resolution: in the device options, go to Function settings > Send > Common settings > Personal folder specification method: select User login server and deselect "Use authentication info of each user". 

Context: during authentication by card and/or login, a beep sounds and the message "an unexpected error...." is displayed.

Cause: this message is due to the service numbers activated on the device.

Resolution : deactivate service number management (cf. WES Canon - Unexpected error).

Context: on some WESs, the Scan2USB function cannot be used even though it was activated during setup.

Cause: this problem is due to the order in which the WES and Scan to functions have been configured in Watchdoc.
Resolution: you need to modify a parameter in the Watchdoc configuration file (cf. WES - impossible to ScanToUsb).

Context: during the installation of Canon WES, after selecting the application file to be configured, the following error messages are displayed: ‘Unable to configure the embedded application WES Java request to [IP_web] failed with status 404 Not Found’ ‘The web page at address [url] may be temporarily inaccessible or may have been permanently moved to another web address.

Cause: This message is caused by the IIS server response buffer size limit being too small to allow Canon-specific application installation and configuration files to be downloaded
Resolution: The IIS response buffer size limit should be increased (see Canon WES - Unable to configure the embedded application (WES)).

Context: after changing the screen lock mode in the WES profile (Full - home screen / Full - login screen), the change is not reflected on the print device screen.

Cause: this anomaly may be due to a configuration on the device and/or a cache problem.

Resolution: check a parameter on the print device, stop and restart the print queue (cf. Home screen update problem).

Context: When installing the WES, the message ‘Unable to communicate with SOAP services’ is displayed in the installation report, preventing the WES from being installed.

Cause: This error may be due to the account/password entered in the WES profile. If this information is incorrect, the WES cannot communicate with the device.

Resolution: check the device access account (cf. Troubleshoot the WES).

Context: After an incident that interrupts the connection between the printing device and the server or between the device and the database, when the connection is re-established, the message USB data send failed appears on the screens of devices equipped with a badge reader.

Cause: When the fault occurred, the connection between the badge reader and the server was interrupted and is not automatically re-established, even after reinstalling the WES..

Resolution: in the print queue (or group of queues) properties, register the card reader (cf. Troubleshoot the WES).

Context: when installing the WES on the print queue, the error message is displayed and prevents the WES installation from being completed.

Cause: the residue of another OpenAPI application hinders the installation of WES.

Resolution: deactivate the WES ("Deactivate installation" button in the WES section of the queue), then reinstall it.

Context: This message appears when WES is installed on the queue.

Cause: this is a problem with the factory configuration of i-series devices. 

Résolution: you need to change the configuration of the peripherals. (cf. Konica-Minolta - modèles i-serie. Initial configuration).

Context: this message is displayed when accessing the web browser of a Konica Minolta device.

Cause: this message appears when the device does not have a licence code.

Resolution: you need to generate a licence for this device (cf. Konica-Minolta -Konica Minolta WES - Connection to the server error).

Context:when installing a WES KM OpenAPI, a message informs that an error has occurred and the WES does not appear on the print device..

Resolution: to solve this problem

1. click on the button Disable access control on the printing device;

2. in the OpenAPIManager management interface of the device, uninstall the applications listed ;

3. perform a factory reset of the device;

4. reinstall the WES.

Context:When a WES KM is installed, the following message is displayed: Web browser not activated (or Web server not activated).

Cause: The problem is due to the fact that the WebDAV protocol is not enabled on the device, which prevents the transfer of files between the Watchdoc server and the printing device.

Resolution:

1. check that port 80 is open on the server

2. check that the WebDAV protocol is enabled on the device (see Konica Minolta troubleshooting article).

Context: when the user logs in with their PUK code or badge, they are automatically returned to the home screen of the printing device.

In the Watchdoc logs, the DeviceLock 9 information is mentioned.

Cause: the error may be due to an administrator being connected to the print device (directly or via the web interface).

Resolution: check whether an administrator is connected to the print device directly or via the web interface.

Context: Users scan documents with WEScan but never see the scanned files arrive in their folders. In the logs files, a message informs that An unexpected error occurred while processing a request on key 'ScanTicketStore:Tickets:[ticket_number]' on Json database 'Queues'. The following text appears: "[...] the file was probably locked. You should consider switching local storage to SQL".

Cause: The anomaly is linked to the storage of files in JsonDB. Sometimes, for security reasons, these files are locked by security programs.

Resolution: To solve this problem, it is possible to configure local storage so that files do not remain in the JsonDB, but are saved in a SQL database so that security programs do not lock them (see System configuration > Local storage section).

Context: for diagnostic purposes, we try to retrieve the WES (Java) logs on the device, but we are unable to do so (Watchdoc v. 6.0.0.4800 and earlier).

Cause: the problem is due to a failure in the WESAuthentication v3.0.6 application.

Resolution: the WESAuthentication v3.0.7 application, included in the Watchdoc v6.0.0.4843 installation package, needs to be updated.

Context: You have a fleet of Lexmark print devices already installed in an environment controlled by Watchdoc.

The Lexmark devices have been updated with the new firmware (081.234, released in December 2023). Since this update, you are no longer able to install the WES.

Cause: the new firmware made available by Lexmark requires a certificate with the extension CA=TRUE which means that it is marked as a Certification Authority (CA).

Resolution: To resolve this problem, the certificate for the Watchdoc administration web server needs to be updated. When updating the certificate, accept the default CA=true value. Use WCM to update the certificate (see WCM).

Context: after correct installation of the Lexmark WES, when you try to launch Watchdoc from the device screen by pressing the "My printouts" button, you get the following error message: "Unable to run the application... Error 20.005

Cause: the SSL certificate used by the Watchdoc server (DSP) is obsolete and does not contain the IP address of the server as an alternative name.

Resolution: you need to modify the Watchdoc configuration file. (cf. WES Lexmark - Error Message 20.005).

Context: after authentication on the WES. the user launches the WEScan application. When they launch Scan to folder or Scan to mail (scan to folder or scan and mail), the following error message is displayed: "Firmware Error [900.70]. JVM exit status 1: General Failure /usr/share/java/jre/bin/java:928 IP Address: [ip_address]. Logging crash... Do not power off. The machine then reboots.

Cause: the problem is linked to firmware instability.

Resolution: it is necessary to update the Lexmark firmware of the printing device.

Context: Sometimes the automatic installation of Watchdoc ScanCare on a Lexmark device fails. In this case, it is necessary to install manually.

Resolution: (see Manual installation on Lexmark WES).

Context: When installing WES V.3 on Lexmark devices with SDK 6, the automatic deployment of WES fails.

Cause: This problem is due to the absence of a certificate on the device.

Resolution: it is necessary to install a valid certificate (see Manual installation on Lexmark WES).

Context: when Watchdoc works with a Ricoh WES, as the authentication token approaches its expiry date, this alert message appears, inviting you to contact the reseller.

Cause: The access token needs to be renewed.

Resolution: it is necessary to renew the token (see Ricoh WES. Renewing the authentication token).

Context : when using the native scan functionality, an error message appears on the device screen: Scanner log full contact the administrator.

Cause: this message is linked to a setting used to manage the scan log on the device.

Resolution: configure the scan log management setting on the printing device (see Troubleshooting the WES).

Context: when the Samsung WES is correctly installed, you will find that only printouts are correctly counted in Watchdoc. Faxes, scans and photocopies are not taken into account.

Cause: this may be an error in the configuration of the device IP.

Resolution: check that the IP address stored in the device corresponds to the Watchdoc server's IP address (see WES Samsung - Fax, scans and copies accounting impossible).

Context: although all the installation prerequisites have been met and the WES has been installed without a problem on v.6 models, the error message ‘Unable to reach the authentication server’ is displayed on the print device when a user tries to identify himself.

Cause: The malfunction is due to a configuration on the printing device:

Resolution: it's necessary to change a printing device setting (cf. WES Sharp - Unable to reach auth. server).

Context: this error message appears in the WES installation report on Sharp devices MX-M2651, MX-M3051, MX-M3551, MX-M4051, MX-M5051 ou MX-M605.

Cause: AMX2 and AMX3 modules are not installed.

Resolution: it's necessary to install the modules (cf. WES Sharp - impossible to install WES).

Context: when scanning with WEScan from a Sharp device, an error message appears after 30 seconds, preventing documents with many pages from being scanned from the document glass.

Cause:This malfunction is due to a parameter that manages the communication time between the printing device and Watchdoc.

Resolution: Watchdoc should be updated to version 6.1.0.4940 (with a Watchdoc licence including Sharp WES). If this update is not possible, the Watchdoc configuration file (config.xml) should be modified by adding the <config/dsp/web/timeout-receive> tag and specifying an acceptable time (in seconds) for processing long scans (e.g. 600, i.e. 10 min.). Note, however, that this operation is not recommended and should only be used temporarily while waiting for the update to 6.1.0.4940.

Context: when using WES, after authentication in Gallery mode, the identicone assigned to the user changes colour.

Cause: This malfunction occurs if authentication is based on a META directory and the ‘Remember original domain’ box is not ticked. 

Resolution: the ‘Remember the original domain of mapped users’ box should be ticked (see META directory configuration).

Context: When installing WES on Sharp MX-M2651, MX-M3051, MX-M3551, MX-M4051, MX-M5051 or MX-M6051 devices, the following error message appears in the report, preventing WES installation: WES Java request to [IP Adress] failed with statuts 404 Not Found
Login failed (check credentials)

In the device configuration interface, under the System Settings > Sharp OSA Settings > Standard Application Settings tab, in the Application Name section, "Not determined" is displayed.

Cause: This problem is due to the AMX2 (application communication module) and AMX3 (external accounting module) modules not being installed on the device*. The device cannot communicate with Watchdoc.

Resolution: to solve this problem, see the following article.

Context: When SNMP is enabled on Sharp devices, sometimes these devices stop working after and send an error following preventive maintenance.

Sharp MFPs send information about preventive maintenance via SNMP through the MFP. Normally, the preventive maintenance messages are not supposed to block the MFPs, but the MFPs are in error in Watchdoc and impossible to print.

Cause: Sharp devices use SNMP to send out preventive maintenance information (e.g. empty toner or paper tray).

Watchdoc is then informed via SNMP that the device is down when it is not. The message remains even after the problem has been solved (e.g. by changing the toner and feeding the paper tray).

Resolution:To solve the problem, it is possible to disable SNMP altogether, but this may result in the loss of device usage data. It is therefore recommended that you disable device status monitoring from the Watchdoc administration interface. (see. MFPs malfunction with SNMP following preventive maintenance.)

Context: On Sharp WES-equipped devices with a print policy in place, the job does not print.

The job is started and displays in the WES queue. When the user validates, the device activates, but the document is not printed.

In the logs, the users are not recognized for printing or the "scan all" copy is found in ?META/anonymous.

However, the pending jobs appear in the virtual queue.

Cause: The problem is related to a configuration of the Sharp virtual print queue driver that does not recognize the login name as the user name.

Resolution:The problem must be resolved in the Sharp driver configuration interface (see. Impossible to print from a virtual queue).

Context: When installing the WES on newer devices, no error message appears and the installation report indicates that it was successful. However, the WES ("My Prints" button) does not appear on the Sharp device's home screen.

Cause: This problem may be due to the fact that WES is not enabled on the device, which therefore does not recognize it.

Resolution: to solve the problem, see. WES cannot be accessed from the device panel).

Context:during installation of the WES on the queue, the installation report indicates that an error has occurred at step "Set security settings". In the logs, the following message is displayed "Server responded with a 'SOAP-ENV:Fault'"

Cause: on the print device, the MDS mode is not configured as expected.

Resolution: on the print device, configure the Service mode in accordance with the prerequisites in the installation manual (cf. Installation prerequisites).

Context: in the Watchdoc Print or Scans history, the usernames are hidden and replaced by stars ?\META\********** or the value Anonymous, making it impossible to identify the user.

Cause: in the device's configuration the Privacy setting is not configured to store the usernames in the device's configuration.

Resolution: configure the Confidentiality setting in the device (cf. WES Toshiba - Confidentiality settings).

Context: the print delay is long. In diagnostics, we can see that when a user sends a document to a network printer targeting a print server, it takes around twenty seconds before the document starts to be spooled and then sent to the server.

Cause: the driver sends SNMP requests to the print server thinking it is a device.

Resolution: bidirectionality should be deactivated on the device (cf. WES Toshiba - Delay before printing).

Context: this error message appears after the WES has been installed, even though everything seems to be set up correctly.

Cause: the interserver database is not configured when the Watchdoc server is started.

Resolution: in the Watchdoc administration interface, check the configuration of the interserver database (cf. Activate the interserver printing function).

Context: when the user wants to validate printing on a WES for which quotas have been activated, the following error message is displayed ‘Internal Server Error’. The WES log files contain the message ‘Error while starting a newformat breakdown: Invalid object name “dbo.formatbreakdown”’.

Cause: this message is displayed if the specific SQL database dedicated to quota management does not exist.

Resolution: the specific SQL database should be created (see Troubleshooting Toshiba WES - dbo.formatbreakdown). cf. Troubleshoot the Toshiba WES).

Context: when the user wants to authenticate with their badge (already enrolled), an ‘Error has occurred’ message is displayed and the user cannot use the WES.

Resolution: Watchdoc should be updated to v. 6.1.0.4996 min.

Context: as the high availability is enabled on the Altalink Xerox, it doesn't work.

Cause: this malfunction occurs if the server has been configured with a DNS alias.

Resolution: check the Watchdoc Network Settings and enter the public IP address of the Watchdoc server instead of its DNS alias.(see System configuration - Network settings section). 

Context:when intalling the WES, after clicking on Install, the error message is displayed.

Cause: on the device, SNMP communities are not set correctly.

Résolution: please follow the configuration steps before installing WES (cf. AltaLink and VersaLink models preliminary configuration).

Context: there is sometimes a discrepancy between the WES accounting for prints processed and the accounting on the printing device (AltaLink or VersaLink, in particular). This difference concerns wide formats in colour and Black&White

Cause: prior to Watchdoc v6, the "Large" format of documents is not taken into account. Print jobs requested in this format are not counted by Watchdoc.

Resolution: Watchdoc should be updated (v. 6 min.) so that the database contains the cntSHEETSLARGEIMPRESSIONBLACK and cntSHEETSLARGEIMPRESSIONCOLOR columns.

Cause: On WorkCenter 7845 models, locking one or more device functions is incompatible with the scanning function (WES profile > Device > Lock section)..

Resolution: check the Authentication > Rights Management > Scan to email setting in the WES profile. If the box is checked, uncheck it and reinstall the WES.

Context: When installing Xerox WES on Altalink and Versalink models, the error message '404 - page not found' is displayed.

Cause: Before Watchdoc v6, the "Large" format of documents is not taken into account. Print jobs requested in this format are not counted by Watchdoc because the counters are missing.

Resolution: the SOAP protocol must be activated on the device:

1. access the device administration website and authenticate as administrator ;

2. from the device administration website menu, click on Connectivity>SOAP ;

3. In the dialog box, activate the SOAP protocol.

Context:the Xerox WES is installed in interserver mode with a virtual queue. The user sends a print job to the virtual queue and wants to release it via the WES. The document is displayed in the job list, but with the message InternalServeur

Cause: there are two possible reasons for this error:

the EMF has been activated on the virtual queue, which the Doxense spooler handles incorrectly

the group to which the queue is assigned is not a group created on the master (Error: System.InvalidOperationException: Queue[RJ-002.IMP1] cannot compute ACL chain, group[ixi] is unknown...)

Resolution: EMF should be disabled and CSR enabled on virtual queues (see Xerox WES - Troubleshoot the WES).

Context: when installing Xerox, the following error message appears in the installation report: AuthenticationSystem (XSA) > XSAServer : badValue.

Cause: the connection between the printing device and Watchdoc can not be established because the Watchdoc server address can not be found. This problem often occurs when this is the DNS address that has been saved in the WES profile configuration. l

Resolution: it is necessary to change the server address in the WES profile configuration interface (cf. Xerox WES - Troubleshoot the WES.)

Context: On Altalink models, the user can only scan a single page from the print device glass.

Cause: This problem occurs if the function is not configured on the print device.

Resolution: Check the Job Build and Job Const. settings on the print device (see Xerox WES - Troubleshoot the WES).

Context: When using a Xerox WorkCenter 78xx device model, the user want to scan multiple documents to one.pdf. To enable this feature, it's necessary to configure it from the management web interface as an administrator. 

Resolution: To configure this function:

1. access the device web management interface as an administrator;

2. from the administration interface, in the menu, click on Login>Permissions>Accounting>Accounting Methods;

3. from the Accounting Methods interface, in the Touch and Web User Interfaces section, click on Edit;

4. In the Job Types list, in the Accounting Workflow column, select the Capture Usage option for each job type proposed ;

5. click on Save to valid the function configuration.

Context: After installing Xerox peripherals, in the Watchdoc administration interface, when I click on Configuration > Printers & peripherals, the page sometimes takes a long time to appear. It also sometimes displays the following error message 500.

Cause: The problem is due to the bidirectionality function activated on the device.

Resolution: To solve this problem, disable bidirectionality and the SNMP port on the device port (see Slow loading of the Printers & Peripherals page or error message).

Context: when updating WPC for Windows using an msi version between 7.0. 4165 and 7.0.4197, WPC can no longer connect and displays an infinite spinner.

Cause: during the update, the msi loses the discovery url and replaces it with the value https://discover.

Resolution: completely uninstall WPC for Windows and reinstall a new version: during installation, you will indicate the discovery url.

If you do not wish to update WPC, change the registry key on your computer to indicate the correct url: HKLM\SOFTWARE\Doxense\WatchdocPrintClient\DiscoveryUrl.

Context: There is a drop in server performance when WPC for Windows is installed on a large number of workstations.

Cause: this problem may be due to the number of ICMP Internet Control Message Protocol is a network layer protocol (No. 3 in the OSI model) that controls transmission errors. In this way, a sending machine knows that there has been a network incident, for example when a service or host is unreachable. The Ping command is an example of an application that uses ICMP control messages. (Source : Wikipedia) requests sent from workstations to the server in the event of malfunctions, causing the server to become saturated.

Resolution: to resolve this problem, it may be useful to disable ICMP in the WPC for Windows configuration (see Configuring WPC for Windows) and check whether this improves server performance.

Context: while a user is teleworking, WPC detects that he has changed location. The user chooses the new ‘Cloud’ location from the list. But after a certain delay, WPC for Windows relaunches the interface asking the user to indicate the new location.

Cause: this problem is due to the fact that no physical device has been associated with the location (Cloud).

Resolution: to solve this problem, go to the location configuration and check the box ‘Physical printers can be assigned to this location’.

Cause: is problem is due to the fact that no physical device has been associated with the location (Cloud).

Resolution: To solve this problem, go to the location configuration and tick the ‘Devices : Physical printers and devices can be assigned to this location’ box (cf. Configure locations).

Context: although the user's login credentials are validated in Wathdoc, when the user tries to authenticate in the WPC for Chrome, the following error message appears: ‘Your login credentials are not correct’.

Cause: this problem is due to an access rights setting in the Chrome configuation.

Resolution: To resolve this problem, go to the Chrome configuration interface and authorise access to the APIs (see Configuring WPC for Chrome in Chrome).

Context: It occurs that you can't access the WRS reports pages and the following message is displaying: Reporting Services Error: Access denied

Cause: It can be due to a rights configuration problem.

Resolution: It's then necessary to check the rights of the 3 following tools and to modify them if neccessary (see Access to WRS denied)

Context:When a driver failure occurs, there may be no errors in the base log because the print spooler runs each printer driver as a separate job.

A quick way to make a sanity check on your Print Server is to activate the Operational Log, so you will be able to trace down which driver is causing problems.

This document describes the procedures for enabling the Microsoft PrintService Operational Log to obtain data to be scanned.

Resolution:

1. Launch the EventViewer either via the applications menu or the eventvwr.msc command

2. In the EventViewer, scroll down to access the file PrintService (Applications and Services Logs > Microsoft > Windows > PrintService) ;

3. In the PrintService branch, do a right click on Operational and select Enable Log :

==> From this action, all minor issues will be tracked down.