We have installed 7 Sharp AR-M237, 277, 257 in the last 2 months for some of our customers using Windows 7. Some are working fine, but 3 of them after a few days or a week or so will Quit Scanning. Then we have to go back to their computer and Reinstall the Scanning Feature for it to work for a while and then the Cycle repeats itself. We Never have this problem with XP Operating Systems. We have talked to OES & Colllins Tech Support with No Solution as of yet. We and our Customers are Frustrated by this. Anyone have any thoughts? Also, we Have some Great Deals on Sharp & HP Surplus Parts if anyone is interested. You can email me @ danieldgallegos@juno.com Thanks. Daniel
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The first thing is set it up to scan to email. For the most part I avoid Sharpdesk when possible. If that's your only option, set up Sharpdesk on a server or one workstation with multiple profiles moving it to a folder. That way there's only 1 Sharpdesk to maintain. -
I have had numerous issues causing SharpDesk to fail intermittently on XP and Win 7. I have found firewall issues in most cases blocking the Network Scanning Tool. I have opened FTP port 25, the SharpDesk program, and the Network Scan Tool in the Firewall. I am sure that you have already checked these items, but these are some things that have caused issues for me. I am like Tony, I much prefer scan to email when possible.
What version of SharpDesk are you using, I am sure Allen or Kevin at Collins have checked this? The newest version from Sharp's FTP site seems OK on the 32 and 64 bit of Win7.I thought I was getting wiser as time went on... I now realize I am just getting older.Comment
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Thanks Tony, well try that and i'll keep you posted to see if that works. Thanks again. DanielComment
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Hi. Yes we have noticed the the Firewall has been a problem, unfortunately you can't leave the firewall off. We are using the latest 3.3 version. Thank you for your thoughts. We appreciate it. DanielComment
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Good morning Tony. I talked to Terry who is IT that helps us on Installs and he said that that the way you reccommended is the way he has already done. Also we have the latest version I believe the 3.3. Unfortunately, were still searching for any other possibilities as to why it dumps the scanning feature on Windows 7. As mentioned we don't have that problem with XP. It seems to me, that there may be an incompatibility issue or something in that operating system that disables the scanning feature. It's weird and I have talked to quite a few Techs and no one seems to have the answer. It's preety Frustrating to us and our customers. This morning in one and a half hours Terry and I will be going out to the current AR-M237 which is about 35 miles away to reinstall Sharpdesk and do all the Firmware updates as well. Maybe that will help. DanielComment
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What exactly happens when you say it dumps it ? Does the install become corrupt ? Can you still get into Sharpdesk itself and not the Network Scanner tool ? What error are you getting when you scan ?Comment
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There is no error. We can get into Sharpdesk and the network scan tool. When the scanner goes down the customer does what they normally do to intiate the scan and when the display says scanning it normally displays the percentage of the progressive scan but in this case it stays at Zero percent and then times out. So then we have to go back in and uninstall the scanner and then use the Autodetect to find the scanner again and then it will work again for a while. DanielComment
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Before you do anything, check the IP address of the workstation & then check it under destination in the web page. If they don't match, do the autodetect in the network scanner tool or reboot. It sounds like DHCP is changing the IP address. I'm not sure if these machines will give you a CE-02 when they can't find the PC.Comment
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Will do. We'll keep you posted as to what transpires. Thanks. DanielComment
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We have installed SharpDesk 3.3 32 and 64 bit Win7 on a number of systems and have not had any issues. It is easy to say software but if it works fine on some and not others, it comes down to configuration or network. Guess it is left over from my old IT days but whenever there seems to be a random dropping issue - check the cables.Comment
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The Three AR-M257's we just put in 3 Different Locations and it's been less than 3 months ago and they were Brand New Copiers with Brand new Cables. The AR-M237's are Refurbished, but they have New Cables as well. DanielComment
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It sounds like the computers are setup as DHCP to me.Comment
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I know you said these are new installs but I haven't heard mention of the profiles. Has the customer set up additional profiles or modified the existing ones? I have had this happen before and it totally screws up the scan feature for all of the profiles on that computer if it isn't done correctly. Even re-installing Sharpdesk didn't fix it until I deleted all of the addresses on the copier and started over.
Good luck.
BilComment
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Thank you for your feedback. It's good to know your not alone with problems. DanielComment
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