C751i Papercut wont authenticate

[iwallace71]

UFDA... hope this is a one off and v24 is the fix, Schools are getting frustrated.

Did you try the time out settings that were posted above?

Hi

the majority of my customers ( 30+ ) are running papercut V24 and have the timer settings done.

I'm monitoring today and have asked customers now on GC2-RF to make me aware if the error returns since removing the interface and re-adding it. Ill keep you updated

[iwallace71]

Hi
quick update, our customer was updated to V24.1.6 papercut, GC2-RF firmware and i set the timers, unfortunately the issue is still there this morning.

i guess im just going to have to remove the papercut interface and re-load it until KM and Papercut sort out this issue. I have a lot of unhappy Schools at present 😣😣

[iwallace71]

Hi
Our school with shared accounts and 2 x C751i. Timers done, GC2-RF firmware and V24 papercut. User gets error on her account but can log onto same device as another user. When she is locked out, she can still log in on another device. Ignore she uses a card, it also errors with PIN.

[Ziggy]

Hi
Our school with shared accounts and 2 x C751i. Timers done, GC2-RF firmware and V24 papercut. User gets error on her account but can log onto same device as another user. When she is locked out, she can still log in on another device. Ignore she uses a card, it also errors with PIN.

Is it just one user having trouble logging in, if so there may be a problem with that account. Also if they have a card reader you need to make sure that the LDD is the correct on for this firmware . Here is list of LDD for GC2-RF
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[iwallace71]

Is it just one user having trouble logging in, if so there may be a problem with that account. Also if they have a card reader you need to make sure that the LDD is the correct on for this firmware . Here is list of LDD for GC2-RF
image.png

Hi, no we have multiple users on multiple sites, some without readers but all having the same issue

[Tech-OFL]

Hi All,

We have PaperCut MF installed across multiple schools, primary and secondary, charging personal accounts and charging shared accounts, inclusive of +250i's +450i's +650i's +251i's +651i's and +751i's and we are seeing this issue intermittently across all.
We have experimented with differing papercut versions although most are on the latest current version (24.1.6), we have also tried a myriad of FW versions. Current latest being GC2-RF.

Our reset settings are set as 'advised' by PaperCut in their current 'known issues'. This fixes the white screen issue although the intermittent Authentication issues remain:
https://www.papercut.com/support/known-issues/#mf - ISSUE ID CDSS-5266

Users can login to papercut using either ID number or Swipecard and when pressing the [Device Functions] or [Scan] options this is when the Authentication error presents.
as mentioned we have seen this with charging to personal accounts and to shared accounts.
The issue always seem to relate to a few users, but not all users.
Originally we thought the issue related to the call back for the shared accounts list that users can select to charge their job to, however we have since seen this on personal accounts where this next 'user prompt' doesn't exist.

We have even tried deleting users and then re-syncing and the issue remains.
We have seen instances where users get the auth error on one MFD, move to another with no error, and then can login without error on the first device. very odd.

Has the feeling of a 'database' issue to me (no evidence to back this up) and we are just hoping that a fix, either from PaperCut or Konica, is released soon.

The only tangible temporary fix is to unembed and re-embed the panel to the machine using the integration>Y/N-N/Y key.

If anyone finds a more permanent fix for this before any updates are released, please share (as will I).

Best,

[iwallace71]

Im in constant talk with KM direct and papercut. Ill post when i get anything back

[Tech-OFL]

Small update on this, (information really, not a fix)

Our PaperCut ASC Looked into the PaperCut debug log it appears that the Authentication Issue is is caused by the 'previous users' login session on the copiers panel not completely 'logging-out'.
As the next user logs in, there are essentially two users using the session leading to an authentication error when using device functions.
All of this seems to happen within one second in the log file.

[Dianon]

Any chance DipSw 213 is set to Hex 08?

[iwallace71]

I cant really see this being the issue

Avoid the one user’s document from being mixed with the other user’s document in outputting if jobs are on hold due to a print error.
Software SW No.213 (bit 3)
0x00: Disable (Default)
0x08: Enable

1.When a user logs in while a job is on hold due to a print error, if the suspended job owner is another user, it will be deleted. If its owner is the login user, it will not be deleted and will be resumed as soon as the error is resolved.
2.If a print error is resolved while no user logs in, the print jobs of authenticated users are not resumed and they are not deleted.
3.When a print error is not resolved while no user logs in, if a print job without authentication information is sent to the MFP, all suspended jobs of authenticated users will be deleted.
4.When a print error is not resolved while no user logs in, if a fax job is sent to the MFP, all suspended jobs of authenticated users will be deleted.
5.After specified hours/days from an error, all suspended jobs of authenticated users will be deleted. (Jobs without authentication and fax jobs will not.) The hours/days can be selected from among 2hours, 4hours, 8 hours, 1day, 2days and 3days in the Utility menu.
6.The target errors for the above job deletion include paper jam, paper empty, paper size mismatch and toner empty.
7.When a user goes to the login screen after resolving a print error, the control panel displays confirmation messages for Job List.
8.The Job ID(s) of the deleted job(s) is displayed on the control panel.
9.If print jobs without authentication information or fax jobs are on hold due to a print error while no user logs in, they will be resumed as soon as the error is resolved.

[Dianon]

I'm asking because I had a similar problem with SafeQ.
The user logged in, the machine received the jobs and immediately deleted them again. Reason "not authenticated"

We also had a ‘double’ login here. The machine authenticated itself twice. When the print job arrived at just the right moment, the user was logged out before instantly being logged in again.
Yes, the description of the DIpSw didn't make sense to me either at first. But the fact was that other machines that were set to hex 00 were running, only the machines in the UK had the DipSw set to 08.
Once we had also set this to 00 there, the spook was over.

It only cost us 2 years, and to this day no explanation from KM UK why they configured the machines like that.

Default is 00 worldwide.

[iwallace71]

I'm asking because I had a similar problem with SafeQ.
The user logged in, the machine received the jobs and immediately deleted them again. Reason "not authenticated"

We also had a ‘double’ login here. The machine authenticated itself twice. When the print job arrived at just the right moment, the user was logged out before instantly being logged in again.
Yes, the description of the DIpSw didn't make sense to me either at first. But the fact was that other machines that were set to hex 00 were running, only the machines in the UK had the DipSw set to 08.
Once we had also set this to 00 there, the spook was over.

It only cost us 2 years, and to this day no explanation from KM UK why they configured the machines like that.

Default is 00 worldwide.

Ill check ours ( uk )

[iwallace71]

i have just checked 3 different I series and they are all on 00 so i assume KM have amended their ways

[Tech-OFL]

Just a quick info drop following the latest update/s from Papercut/KM....

Still not fixed tho...

image.png

[Ziggy]

GC2-RF is available in U.S. market. I've put it on one machine and so far everything is working as it should.