Troubleshooting Integrated Scanning for PaperCut MF

Error: Failed to save file for scan job

Failed to save file for scan job: D:\Program Files\PaperCut MF\server\data\scan\jobs\jbinks\41074\e120028a-811e-4fd4-a4ab-0f9078eae57d, free space in the partition: 57404850176 bytes, exception: Scan job Id: e120028a-811e-4fd4-a4ab-0f9078eae57d size: 29368240 bytes, allowed: 20971520 bytes

Applies to: any type of scan action.

PaperCut MF specifies a maximum allowed scan size depending on the type of scan action, and sometimes scan jobs may exceed this size. If you see this error, it means that PaperCut MF has blocked the scan job because it's larger than the allowed size.

Solution: You can manage this threshold in PaperCut MF with three Advanced Config Keys using the Advanced Config Editor. These keys are:

• Scan to Folder: system.scan.folder-max-job-size-kb

• Scan to Email: system.scan.email-max-job-size.kb

• Scan to Cloud: system.scan.cloud-max-job-size.kb

You can set these to any value, but care must be taken when editing system.scan.email-max-job-size-kb ​in particular. Most email servers have an upper limit for attachment sizes somewhere between 20 and 50 MB, and a large scan can easily exceed that amount. When that happens, the email server will reject the message and the user will get no warning. Instead, in the application log you might find the error “Message size exceeds fixed maximum message size” described below. More information on this scenario can be found in our article Large Scan to Email jobs fail.

Error: The system cannot find the path specified

Delivering scan images for scan job jobid@<jobID>@<scanActionID>:task@0 failed with an error: \\File Server\path\myscan.pdf. (The system cannot find the path specified). See more details in the server log.

Applies to: Scan to Folder scan actions.

In the example, above this failed because the scan action was misconfigured with a space in the file path.

Solution: Double-check the file path specified in the scan action. Keep in mind that macOS and Linux systems paths are case sensitive.

Error: Access is denied/permission is denied

Delivering scan images to user jhutt failed with the error: /filesrv01/user/scans/Scans/scan_jhutt_2016–01–04–09–59–41.pdf (Permission denied). See more details in the server log.

Applies to: Scan to Folder scan actions.

The service account that PaperCut is running needs to have read/write access to the directory to upload the scan file.

Know that in the world of Windows the local SYSTEM account only has rights to the local server. Service accounts running as SYSTEM cannot write or modify a network share hosted on another server.

Solution: Scan to a file share that’s hosted locally on the primary PaperCut server or set up PaperCut to run as a Domain User or Service Account that has read/write access to the directory. See Run PaperCut Services with a Domain User Account.

Error: Logon failure: unknown username or bad password

Delivering scan images to user bfett failed with the error: \\filesrv01\home$\bfett\Scans\scan_bfett_2017–11–17–09–40–01_1.jpg (Logon failure: unknown user name or bad password). See more details in the server log.

Applies to: Scan to Folder scan actions.

This sounds like the service account that PaperCut MF is running as has failed to authenticate to the network server hosting the file share.

You might see this after changing the password for the Service Account used by PaperCut, or if the password expired. See Run PaperCut Services with a Domain User Account.

Solution: Open services.msc, find the PaperCut Primary Application Server service and update the service so that it is configured with the up-to-date password.

Error: Authentication unsuccessful, user password has expired

Delivering scan images for scan job jobId@a5378eed-0b69-4caa-8870-a0df43b87fcd:scanAction@1001:task@0 failed with an error: 535 5.7.139 Authentication unsuccessful, user password has expired. [LO4P123CA0407.GBRP123.PROD.OUTLOOK.COM 2024-03-14T14:46:21.965Z 08DC4373E121E466] . See more details in the server log.

Applies to: Scan to Email scan actions.

The SMTP error 535 5.7.139 suggests that the credentials that the PaperCut MF server is using to access the mailbox may have expired or are not valid.

Solution: Go to Options > Notifications > SMTP Server Option and check the SMTP server options in PaperCut have the current credentials. See Troubleshooting Email Issues with PaperCut NG/MF.

Error: Username and Password not accepted

Delivering scan images for scan job jobld@3883af53-4986-4e7b-ace7-7a4551b89c75:scanAction@1001:task@0 failed with an error: 535-5.7.8 Username and Password not accepted. For more information, go to 535 5.7.8 Error https://support.google.com/mail/?p=BadCredentials p6-20020a7986000000b0064751890c5sm102964pfq.13 - gsmtp. See more details in the server log.

Applies to: Scan to Email scan actions.

The SMTP error 535-5.7.8 suggests that the credentials that the PaperCut MF server is using to access the mailbox may have expired or are not valid.

Solution: Go to Options > Notifications > SMTP Server Option and check the SMTP server options in PaperCut have the current credentials . See Troubleshooting Email Issues with PaperCut NG/MF.

Error: Socket Write Error

There are two different versions of this error, but both generally have the same root cause.

Delivering scan images for scan job jobId@dc3985a8-a14e-414f-8379-c8041f4025c5:scanAction@1001:task@0 failed with an error: Failed messages: javax.mail.MessagingException: IOException while sending message; nested exception is: java.net.SocketException: Connection reset by peer: socket write error. See more details in the server log.

Delivering scan images for scan job jobId@8845bcd9-ce38-415a-98a4-b936b395a504:scanAction@1:task@0 failed with an error: Failed messages: javax.mail.MessagingException: IOException while sending message; nested exception is: java.net.SocketException: Software caused connection abort: socket write error.

Applies to: Scan to Email scan actions.

The message suggests that the PaperCut MF server is unable to contact the email server. In one case this was because ports to the SMTP (email) server were blocked. In other cases, this could be because a security appliance (firewall, proxy, content filter) is blocking the connection.

Solution: Go to Options > Notifications > SMTP Server Option and check the SMTP server options in PaperCut. Make sure that the port used by the email provider is open to the PaperCut server and not blocked by a firewall. See Troubleshooting Email Issues with PaperCut NG/MF.

Error: Client does not have permissions to send as this sender

We've seen a few different versions of this SMTP error, but they all seem to have the same root cause.

Delivering scan images for scan job jobld@1b8f222b-f06a-4928-bled-599de77826d0:scanAction@1:task@0 failed with an error: Failed messages: com.sun.mail.smtp.SMTPSendFailedException: 554 5.2.252 SendAsDenied;

Delivering scan images to user c3p0 failed with the error: Failed messages: com.sun.mail.smtp.SMTPSendFailedException: 550 5.7.1 Client does not have permissions to send as this sender. See more details in the server log.

Failed to send test notification, check your settings and try again. Reason: Failed messages: com.sun.mail.smtp.SMTPSendFailedException: 550 5.7.60 SMTP; Client does not have permissions to send as this sender.

Applies to: Scan to Email scan actions.

This happens when a Scan to Email scan action is configured to send the email on behalf of the user, setting the user’s email as the ‘From’ address, however an email provider such as Office365 will reject this because sending on behalf of another user is not allowed. Traditionally an on-premise Exchange server will let anyone “send-as” whatever user account so long as they are connecting from within the LAN. However, Office365 in the cloud is by necessity a lot more restrictive, and will only let a user “send-as” the user account they are authenticated as.

Solution: There are two ways to resolve this. One way is to follow the instructions from Microsoft to set up an SMTP relay in their article: How to set up a multifunction device or application to send email using Office 365.

The other, quicker way to resolve this is to configure the scan action in PaperCut so that the “from” address matches the email account in the SMTP server details.

Start by navigating to Options > Notifications > SMTP Server Options and make a note of the email account that PaperCut MF is configured to send messages as.

Then navigate to the scan action, under From, select Custom email address and then enter an email address that matches the settings from the SMTP Server Options page.

Error: Message size exceeds fixed maximum message size

Delivering scan images for scan job jobId@adea2b25–64af-4a38-ad7a-682b00b843d9:scanAction@1001:task@0 failed with an error: Failed messages: com.sun.mail.smtp.SMTPSendFailedException: 552 4.3.1 Message size exceeds fixed maximum message size . See more details in the server log.

Applies to: Scan to Email scan actions.

The scan job was rejected by the email provider because the attachment size was too large.

Solution: Consult your email provider’s documentation to increase the attachment size limit, or follow the steps in our article Large Scan to Email jobs fail to configure PaperCut to send users a notification email when their scans are too large. If scanning large files is a requirement, consider setting up Scan to Email or Scan to Cloud Storage actions instead.

Error: Domain contains illegal character

Delivering scan images for scan job jobid@<jobID>@<scanActionID>:task@0 failed with an error: Domain contains illegal character. See more details in the server log.

Applies to: Scan to Email jobs when Interactive Scan Destinations is enabled.

Solution: We've seen this error after customers enabled “Interactive Destination Mode” in and then misconfigured the “Email to” field to send an email to “[[user.email]]@domain.org” instead of just "[[user.email]]". This was causing an extra domain and @ character to get appended, like destinationemail@domain.org@domain.org, and the email would fail to send.

Solution: Review the instructions for Interactive Scan Destinations and make sure the fields are configured as instructed.

Error: Failed to get Session URI

Delivering scan images for scan job jobId@3da22721-f430–48ca-b86b-412ad4f0c9b2:scanAction@3003:task@0 failed with an error: Failed to get Session URI, error Failed to connect to storage.googleapis.com/172.217.25.144:443. See more details in the server log.

Applies to: Scan to Cloud Storage scan actions.

In one case, this happened because the access to storage.googleapis.com was blocked by a security appliance.

Solution: Check our article Firewall Ports used by NG & MF to see the list of URLs that the PaperCut MF server needs to reach. In the short term, consider setting up a Scan to Folder or Scan to Email action while troubleshooting.

It could also be possible that there’s a problem with our Scan to Cloud service. You should check our Status Page to see if there is any current outage.

Error: Failed to create scan cloud job, response status: 401

Delivering scan images for scan job jobId@42b847c0-bbd1–4def-80e0–3c319d666ed2:scanAction@1001:task@0 failed with an error: Failed to create scan cloud job, response status: 401, message: . See more details in the server log.

Applies to: Scan to Cloud Storage scan actions.

The HTTP 401 (unauthorized) error suggests a problem related to the license.

One customer reported that reinstalling the license file and restarting the server fixed the problem. In another case deactivating and then reactivating Scan to Cloud worked.

Solution: Check on the About page to confirm that the PaperCut MF server has a current license installed. If that doesn’t resolve the problem, then try deactivating and reactivating the Scan to Cloud service:

1. Open the Advanced Config editor and find the key system.scan.cloud.enabled.

2. Change the value to N and click Update.

3. Browse to the scan action and attempt to reactivate it, making a note if there are any error messages.

Error: Unable to find valid certification path to requested target

Delivering scan images for scan job jobId@7892af0c-a52d-47da-ae62–8fa5e095fcd6:scanAction@5006:task@0 failed with an error: unable to find valid certification path to requested target. See more details in the server log.

Applies to: Scan to Cloud Storage scan actions.

What we have found through trial and error is that this is a problem related to the SSL/TLS handshake process, often caused by a security appliance (like a firewall, secure proxy, or content filter) doing SSL/TLS packet inspection (AKA Man-in-the-Middle). When this happens, encrypted SSL traffic is opened, inspected, and then re-encrypted using whatever certificate is installed on the network appliance. If the PaperCut server didn’t trust the certificate then they might see SSL handshake errors like this.

Solution: Configure your security appliance to exclude traffic from the PaperCut server in SSL/TLS packet inspection.

Error: Failed to create a job request

Failed to create a job request for the file scanned by <user> on <device>.

Applies to: Scan jobs that are routed through the PaperCut Document Processing Service but the service cannot be reached. Check our Status Page to see if there is any current outage.

Solution: In the short term, to get people scanning right now, follow the steps to turn off PaperCut’s Document Processing. This requires disabling all features that require this service, including “Make PDF searchable”, “DOCX”, “Blank Page Detection”, “Despeckle”, and “Deskew”, and compression.

If that’s not the case, then the most likely problem that we’ve seen is that some network security appliance such as a firewall, secure proxy, or content filter is blocking the connection. Check our article Firewall Ports used by NG & MF to see the list of URLs that the PaperCut MF server needs to reach. Engage your security and network teams to determine if an IPS (intrusion protection system) or content filter may be blocking some or all traffic to papercut.com or storage.googleapis.com.

Another error, not listed in this table

We haven't encountered or documented every possible error you might see. Because we display the error message returned from a mail server or operating system the number of possible errors are endless, but we hope this gives you some ideas.

If you still need help, skip to the bottom of this page to read about raising an issue with PaperCut.

User doesn't receive the scan, but there's no Application Log error

What if there's no message at all in the application log? That could be a couple different things.

• Junk, Clutter, or mailbox-sorting rules. For Scan to Email or Scan to Cloud Storage actions, we often hear stories about that one user who is not seeing the email from PaperCut with their scan only for the administrator to later find out that it had landed in their Junk or Clutter folder, or that a mailbox-sorting rule moved the scan to a folder which they didn't expect.
  

• Scan to Cloud Storage trouble. If this only happens when the user selects a "Scan to Cloud Storage" action, then refer to our article Troubleshooting Scan to Cloud Storage.