Lexmark WES - Troubleshoot the WES

General troubleshooting rules

In order to enable the Doxense Support team to establish a fast and reliable default diagnosis, please communicate as much information as possible during the declaration of the inciden

  • What? What procedure can be used to reproduce the incident?

  • When? What date and time did the incident occur?

  • Where? On which printer did the incident occur?

  • Who? On which user account did the incident occur?

  • Watchdoc.log: thank you for providing the Watchdoc.log file;a

  • config.xml file: thank you for providing the Watchdoc.log file;

  • server/device communication logs: please activate the trace files on each file.

 

Once this information has been gathered, you can send a resolution request from the Connect portal, the incident management tool dedicated to partners.

 

To obtain the best possible record of the data required for diagnosis, use the Watchdoc DiagTool® supplied with the Watchdoc installation program (cf. Creating a log report with DiagTool).

Scan, fax and photocopying are not in Watchdoc

If the scan, fax and photocopy jobs are not counted by Watchdoc, verify that the address (host name or IP) of the Watchdoc server configured in the device is correct:

  1. Iin the configuration interface of the queue, in the WES section, click on the button Application status (displayed when the WES is properly installed);

  2. Click the Download button to download the log files and WES configuration;

  3. In the downloaded .zip file, open the Config.json file using a text editor and check the information corresponding to the address of the server (Address) and ports;

  4. If the configuration of the address and / or ports is not correct, click on the Configure button on the queue configuration interface.

  5. Verify that the procedure has resolved the problem.

Unable to authenticate from WES - Slow performance observed on the device - November 2025

Context

After updating to Watchdoc v. 6.1.1., users are unable to authenticate themselves from the WES: after entering the code or presenting the badge, the device appears to process the information for about 40 seconds, but then returns to the home interface. The issue is resolved after restarting the device, but it reappears very quickly. The log shows that the response to the <deviceRecord:getLog> command is abnormally long. It is impossible to display the job log from the device's web page (infinite loading).


Cause

This issue is related to the job log, which can slow down the device when it becomes too large.


Resolution

The value of the ‘Job log’ parameter configured in the WES profile associated with the device must be modified (see Configuring the WES profile). We recommend using the value 0, which allows automatic purging, or limiting the number of days of retention to avoid these slowdowns. Please note: even a value slightly higher than 0 can cause malfunctions.

Lexmark eSF - WES -Access control management

July 2021 5.2

 

Context

It occurs that the Lexmark WES installation fails, and the following error message is displayed :

Push Configuration : WES Java request to 10.10..20.15 failed with status 401 Unauthorized

Cause

This error occurs when the Embedded Web Server access right is not enabled on the Lexmark print device.

By default, this right is enabled when Watchdoc is installed, but it may have been changed. It should be re-enabled.

 

Resolution

  1. Access the Lexmark eSF device administration interface as an administrator

  2. On the Settings menu, click Security

  3. On the Security menu, click Manage Authorisation, then Access rights.

  4. On Access rights, click on Devices management.

  5. Tick the box Embedded Web Server Access rights

     

  6. save the setting of your access control.

→ Reinstall the Lexmark WES and check that installation is going well.

Card Reader application installation failure

2017 - Watchdoc v5.x.

 

Context

During the Lexmark WES automatic installation, an error message alerts that the Card Reader installation failed.

 

Cause

This problem occurs because the Lexmark keyboardreader.fls application is not up to date in the Watchdoc setup Redist directory.

 

Resolution

To solve this issue, you can:

  1. either contact the Doxense Support Team to have a updated Watchdoc setup;

  2. or reinstall the latest Watchdoc minor available version.

WES v3 Lexmark on SDK 4 models - Impossible to install

2021 - Watchdoc v5.x.

 

Context

When installing WES V.3 on Lexmark devices with SDK 4, the automatic deployment of WES fails.

 

Cause

This problem is due to a missing certificate on the device.

 

Resolution

To resolve this issue, a cSF license must be installed on the SDK 4.x device(s) on which installation is not possible.

Contact Lexmark Support as they are the only ones who can provide this license.

WES cannot be installed after printing devices have been updated with firmware 081.234

Context

You have a fleet of Lexmark printing 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, on the device screen, the message "Contact system administrator" is displayed and the user can no longer access Watchdoc :

 

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 solve this problem, there is a workaround, described below. We provide it as a quick fix if you do not have an authenticated certificate, but please note that it is neither permanent nor regular. In addition, it requires WES to be reinstalled on all Lexmark printing devices in the fleet, whether or not they were affected by the problem. Once this procedure has been completed, it will not be necessary to reinstall the WES on the devices.

 

To apply the workaround, it's necessary to update Watchdoc in 6.0.0.4856 version and to use the WCM tool.

 

Delete the previous certificate

  1. Stop the Watchdoc service. 

  2. Start a Windows command prompt in administrator mode, then access the wcm tool:

    Cd C:\Program Files\Doxense\Watchdoc

    C:\Program FilesDoxense\Watchdoc>wcm

    WCM displays information indicating that the http-server certificate is self-signed:


  3. Enter the delete command to delete the previous certificate:



  4. Enter y to confirm the deletion.

  5. Then enter save to save the deletion:

    èA message confirms that the changes have been taken into account.

     

Create a new certificate

  1. Enter create to create a new certificate.

  2. Press Enter after each line to confirm the information.

  3. For the More IP or DNS line, add the IP, DNS or FQDN addresses of all the servers affected by the change, separated by a semicolon.

  4. WCM indicates that the certificate is a CA: by clicking on Enter to approve, you agree to install a certificate that is declared to be a CA, but which is not. If you do not accept this condition, consult the regular procedure for obtaining and installing a real CA certificate.

  5. Enter y to confirm creation:


     

  6. Once the keys have been generated, enter save to save the changes.

  7. Exit WCM.

 

Reinstall the Lexmark WES

  1. Restart Watchdoc's service.

  2. Reinstall the WES on all Lexmark print devices (concerned, or not, by the previous problem).

 

Other solution

To resolve the problem permanently and regularly, we recommend that you gain a CA-signed certificate from your DC for web sites and follow the procedure to install it for Watchdoc, WSC and the Watchdoc users portal (cf. WCM - Sign a certificate).

Unable to use WEScan Scan to folder and Scan to mail - 900.70 firmware error

Context

On Watchdoc v5.5, 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 printing device then reboots. After several attempts, the device no longer restarts automatically: it must be restarted manually.

 

Cause

The problem is linked to an instability in the firmware.

 

Resolution

The Lexmark firmware on the printing device must be updated.

Register manually Watchdoc ScanCare on a Lexmark device

june 2022

 

Context

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

 

Prerequisites

To manually register Watchdoc ScanCare on a Lexmark device, the following conditions must be met:

  • The device is already declared in Watchdoc ScanCare Device Management (see Automatically registering Watchdoc ScanCare to a device).

  • A license has been assigned to the device in the Watchdoc ScanCare setup program.

 

Preliminary

Before manually installing Watchdoc ScanCare, make sure that Use Profiles is set to the No Security setting:

1. Access the Lexmark device's administration web interface (by entering its IP address in a web browser);

2. On the Lexmark device administration page, click the Settings menu entry:

 

3. Go to Other Settings and click Security:



4. On the Security section, click Security Setup:



5. Go to the section Advanced Security Setup, click Acces Controls:




6. Expand the folder Function Access. Go to the drop-down list Use Profiles and make sure the value No Security is selected :

 

7. Validate this setting.

Manually registering Watchdoc ScanCare on a Lexmark device (eSFv3, eSFv4)

  1. Enter the IP address of the Lexmark device into your web browser.

  2. The Lexmark device administration page is displayed.

  3. In the navigation bar, click Settings. Then, go to Other Settings and click Apps.

 

4. in the App. interface, section App. management, click on Set app. :

5. At the bottom of the App. interface, click on Install New App. :



6. In the Install New App. section, click Browse to go to the [...]DoxenseScanCareAddIn folder;

7. In this folder, select the DrivveImage.fls file and click Open:



8. Once the file is displayed in the selection field, click on the Start button:

 

9. When the message indicates that the application is successfully installed, click on the App tab.:



10. Under the App tab, click on Drivve Image:

 

11. On the Configure tab of the Drivve Image interface, for the Server setting, enter the IP address of the Watchdoc ScanCare server

12. Then click on Apply:



è Watchdoc ScanCare registration on the Lexmark device is complete.

 

Manually registering Watchdoc ScanCare on a Lexmark device (eSFv5, eSFv6 AndroiD based)

Support for the Lexmark embedded Solutions Framework v5 & v6 devices started with Watchdoc ScanCare version 7.0.740.

Proceed as follows:

  1. Enter the IP address of the Lexmark device into your web browser.

  2. The Lexmark device administration page is displayed.

  3. Choose the option Apps.

  4. Expand the menu item Installed Apps.

  5. Click Install an app.



  1. in the Installer app. section, click Browse

  2. Select the file …\Doxense\ScanCare\AddIn\DrivveImageAndroid.fls on the Watchdoc ScanCare server.

  3. Click Install.

     

  1. Confirm the installation success message with OK.

  2. Expand the new menu item Drivve Image (or click on the Watchdoc ScanCare app icon).

  3. Click Configure:

  • For Server enter the IP address of the Watchdoc ScanCare server.

  • If the Port differs from the Watchdoc ScanCare Server URL shown in Device Management, enter the port shown in the Watchdoc ScanCare Device Management here.

  • In Parameters you can provide the usual Watchdoc ScanCare parameters to define UI and keyboard language (e.g. ?ln=en or ?kb=en to set UI and keyboard language to English). Please use the ampersand (&) after the first parameter before providing a further parameter (e.g. dev=lexmark&ln=en&kb=en).

Watchdoc ScanCare 7.x: It might be the case that you have to enter the parameter dev=lexmark in Parameters for some models. For Watchdoc ScanCare 8.0 and higher this is no longer necessary.
Usually you do not have to provide values in Parameters. The language parameters should only be entered to enforce a certain behaviour, if with default device and server settings the correct language is not active for the UI or keyboard.

12. Confirm with Apply.

è The Watchdoc ScanCare registration on the Lexmark device is finished.

Error message 20.005 when launching Watchdoc

Context

After correct installation of the Lexmark WES, when attempting to launch Watchdoc from the device screen, the "MyPrints" application icon is found to be the generic Lexmark icon (instead of the Watchdoc icon).

When you click on this icon, 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 server's IP address as an alternative name.

 

Resolution

To resolve this problem:

  1. stop the Watchdoc service;

  2. edit the config.xml configuration file;

  3. in the configuration file, look for the line starting with "<certificate id="http-server" [...] </certificate>" ;

  4. delete this line;

  5. save the changes made to the config.xml file;

  6. restart the Watchdoc service.

Unable to install the Lexmark WES on SDK 6 models

Context

When installing WES V.3 on Lexmark devices with a SDK6, the WES automatic deployment fails.

Cause

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

Resolution

To solve this problem:

  1. From the Watchdoc administration interface, proceed with the automated WES installation by enabling WES Traces on the device (even if it doesn't work, as we will need to retrieve some of the WES Traces later on).

  2. From the device administration interface, (Menu Select Options > Apps), install the Java applications in the following order (files are in the folder C:\Program Files\Doxense\Watchdoc\Redist\) :

    • WesCommonAppSDK6.fls

    • Wes30LexAuthSDK6.fls

    • WesScanSDK6.fls (optional, only for WES Scan))

  3. Retrieve the content of the XML file that corresponds to the scan application in WES Traces (be careful, the file is different for each device ; see below to modify the file for another machine).

  4. In the content of the trace file, look for the <WebAppDescriptor> tag and save the content from <?xml " until " </WebAppDescriptor> in a .xml file:

  5. Save the .xml file at the same place as the previous applications.

  6. From the device administration interface, proceed to the installation of this file by proceeding as the previous (see above).

  7. Once the file installed, configure the device access controls:

    • prohibit the following rights to the public user:

      • Email Function

      • Change languages

      • Copy color printing

      • Color dropout

      • Copy function

      • Manage bookmarks

      • Create profiles

      • Fax function

      • Firmware updates

      • Flash drive color printing

      • Flash drive printing

      • Flash drive scan

      • FTP function

      • Modify address book

      • Out of service erase

      • Remote management

      • Reports menuSupplies menu

    • Allow the following rights to the public user:

      • B/W Print

      • Color print

    		  

  8. From the Watchdoc WES administration interface, click on Configure.

  9. Check that the WES is working properly.

June 2025 - Lexmark WES. Consumables anomaly on CX961 models - Alert message informing that the transfer unit is at 0%.

Context

On CX961 models, an SNMP alert message informs the administrator that the transfer module level is below 10%. 


Cause
The problem is linked to a misinterpretation of the data returned by the printing device: the counter data must be interpreted in reverse, 0% being a normal state and 100% requiring intervention by a Lexmark technician.

 

Resolution

it is recommended to update the Lexmark firmware of the printing device.
In addition, Watchdoc v 6.1.0.5276 includes a patch enabling SNMP data from this model to be interpreted correctly, and therefore not to trigger alerts.

June 2025 - Lexmark WES. Error message "No server available. Please try again in a few moments. If the problem persists, please contact the administrator.

Context

If the DSP certificate is signed by an intermediate certification authority, when WES is installed on the device, the following error message appears on the device panel: "No server available. Please try again in a few moments. If the progem persists, please contact the administrator".
In addition, Java logs contain the following error message:
"Caused by: javax.net.ssl.SSLHandshakeException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target".

If you enter the url from the http:/ slave server, you'll see that the web certificate is valid and the certification path is correct.

 

Cause

The new firmware made available by Lexmark requires a certificate with the CA=TRUE extension, which means that it is marked as a certification authority (CA).

 

Resolution

To solve this problem, you can:

  • update Watchdoc (version 6.1.0.5268 min.);

  • or update the Lexmark common application WesCommonAppSDK6.fls (in C:\Program Files\Doxense\Watchdoc\Redist by default) from a recent Watchdoc installation package (v. 6.1.0.5268 min. by default).

Once you have performed one of these operations, reinstall the WES.