My Scans are not being delivered. What do I need to review before submitting an incident?
Gathering information to report an issue
Before placing a service call, attempt to recreate the reported issue to understand the scope of the problem. Refrain from restarting services, or rebooting the Copitrak server and terminals unless directed by a technician. Restarting a service or device will complicate diagnosing the issue and can result in data loss..
If an issue is successfully recreated, the following information should be noted when creating an incident:
- Terminal ID and office where issue was recreated
- User ID entered
- Account # entered
- Estimated time of scan
- Estimated page count of scan
- Selected Scan route (Email, Folder, DM, etc.)
- Scan Path location
- IP of copier scanned from
Additionally, the following questions should be asked internally and any answers included in the support request:
- Do the scanner's logs indicate any communication failures to the Copitrak server?
- Was a preview or page count displayed on the terminal when recreating the issue?
- What is the scope of the issue? Does it affectﾅ
- ...all terminals?
- ...all users?
- ...all routes?
- Have there been any recent changes to the network environment? If so, what and when?
- Have any updates been made to the Copitrak server? If so, what and when?
- Has any service been done on the affected scanner(s) recently? If so, what and when?
Common issues by scope
Global (all terminals, users and routes affected)
If an issue is global, review the following:
- Confirm that the Copitrak server is powered up, responsive and online.
- Confirm that all necessary Copitrak application and services are running on the Copitrak server.
- Core applications include, but are not limited to:
- Scantrak_2010.exe or Scantrak.exe (depending on setup)
- Check to make sure Windows firewall is not blocking SMB or FTP transmissions to the Copitrak server.
If an issue is terminal specific, review the following:
- Confirm the Copitrak terminal is online and connected to the host. Common signs of an offline terminal include:
- The logo on the left hand side of the screen is red.
- The scrolling marquee indicates "Communications are Off-Line".
- Last Jobs and account searching is not available.
- Unfamiliar prompts are displayed when selecting specific routes.
- Confirm the copier is configured to send scans to the appropriate Copitrak scan-in folder. The sub folder scanned to should match the terminal's ID.
- Check the copier's logs for any indication of scan transfer failures.
- Attempt to ping the copier or send a test print to it to confirm it is online.
If an issue is user specific, review the following:
- Assess if the user is familiar with the Copitrak scanning workflow. Observe their interaction with the copier and terminal to rule out any user error. Correct as necessary.
- Confirm that all of the user's necessary information is correctly entered in their Copitrak user profile. Profile types used for scanning include E-Mail and NetworkID. Check with a technician for a full list of relevant profile types.
Route specific issues typically indicate an unexpected change to, or issue with the application Copitrak is handing scans off to. Common routes include:
- Confirm that email relay Copitrak is using is current, functional and can be accessed from the Copitrak server.
- Confirm that the network path Copitrak is using is current and available.
- Confirm that the Copitrak domain account has sufficient permission to write to the network path.
- Document Management System (DMS)
- Confirm that the DMS Copitrak is interacting with is online and functional.
- Confirm that the any desktop applications associated to the DMS are functional.
- Review any logs available for the DMS.