Troubleshooting Scan to Cloud Storage

A user has not received an authorization email. What should I do?

Check the following:

Ask the user to check that the authorization email hasn’t gone into a spam folder. This folder could also be called “clutter” or “junk”.
In the PaperCut MF Admin web interface, check that the user account has the correct primary email address.
In the PaperCut MF Admin web interface, check Logs > Job Log.
- If there is a scan successful message, this indicates that there was a connection problem between the PaperCut MF Cloud Storage Service and the cloud storage provider. For example, the internet connection is down or the cloud storage provider is offline.
- If there is an error in the Job Log about the scan job not being uploaded, this indicates that there is a problem between the Application Server and the PaperCut MF Cloud Storage Service. Check the Logs > Application Log for details of the error. This could happen if PaperCut MF is behind a proxy or firewall. Make sure you have allowed the correct URLs and port .

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

A user cannot see their scanned document in their cloud storage. What should I do?

Check the following:

If the user received a scan success email:

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

If the user received a scan failure email:

If the user received a scan failure email shortly after the scan, in the PaperCut MF Admin web interface, check Logs > App Log for any error messages. Failures might occur if the scanned file is larger than the configured maximum file size (default 200MB) or if there is a problem between the Application Server and the PaperCut MF Cloud Storage Service. Check that PaperCut MF is not behind a proxy or firewall.
If the user received a scan failure email 24 hours after the scan, there might be a connection problem between the PaperCut MF Cloud Storage Service and the cloud storage provider. For example, the internet connection is down or the cloud storage provider is offline.

If the user did not receive any email notification:

The user might not have authorized PaperCut MF to upload to the cloud storage provider. Refer to the FAQ above for troubleshooting steps.
There might be a connection problem between the PaperCut MF Cloud Storage Service and the cloud storage provider. For example, the internet connection is down or the cloud storage provider is offline.

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

A user's document hasn't arrived. What should I do?

If the user received a scan success email:

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

If the user did not receive a scan success email:

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

App Log message	Cause	Action
Failed to activate PaperCut MF Cloud Services with the license provided. Ensure you have active Maintenance & Support (M&S) and that your network connection is stable.	Your PaperCut MF license is invalid or expired.	Contact your reseller to renew your license.
	A network problem occurred while trying to activate PaperCut MF Cloud Services (for example, communication is blocked by a firewall).	Check that the correct URLs and port are allowed through your firewall outbound.
PaperCut MF Cloud Services have been deactivated, which means your Scan to Cloud Storage scan actions are disabled. Please try to re-activate the PaperCut MF Cloud Services.	The license used to activate PaperCut MF Cloud Services has expired. You have changed to a new license with a different CRN. The API key that was retrieved after activating PaperCut MF Cloud Services has been inadvertently deleted. You do not have active Maintenance & Support (M&S).	Reactivate the PaperCut MF Cloud Services by attempting to edit a Scan to Cloud Storage scan action. For more information about creating scan actions, see Setting up Integrated Scanning. If not you do not have active M&S, a message will be displayed when you try to reactivate. Contact your reseller to reactivate your M&S.
Unable to connect to scan.cloud.papercut.com. Endpoint refused to connect.	PaperCut MF is behind a proxy or firewall.	Check that the correct URLs and port are allowed through your firewall outbound.
	The configured URLfor the PaperCut MFScan to Cloud service has been changed.	Check that the config key `system.scan.ocr.api-url` is set to `https://ocr.papercut.com`
	There is a network outage.	Ask the user to retry the scan when the outage is fixed.
	The server clock timing is incorrect.	Fix the server system time.
Failed to upload the scanned file by {username} on {deviceName} to the PaperCut MF Cloud OCR Service.	The time taken to transmit the document from the PaperCut MF Cloud OCR Service to the Application server has exceeded the configured timeout period.	Increase the timeout period via the `system.scan.ocr.transfer-retry-timeout-mins` config key. For more information, see Configure advanced Integrated Scanning (config keys).
	There was a network interruption. There was a thread interruption. There was an I/O error.	Ask the user to retry the scan.

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

Troubleshooting Scan to Cloud Storage

This page applies to:

Notification of failed scans

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