Troubleshooting Scan to Cloud Storage

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.

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.

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.

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