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Kofax

Copitrak - eClipse - Terminal is not counting copies

Why is my Copitrak Eclipse terminal reporting "Warning!!! No copies are being counted"?

This message indicates that the terminal has been logged into two or more times without recording a copy transaction.

To confirm that the terminal is properly counting, perform a test copy with the terminal enabled. If a page count is displayed, the terminal is properly counting and the message will clear when returning to the User ID screen.

If a page count is not reported, consider the following:

  • The copier interface cable may be broken, disconnected or incorrect. 
    • Trace the interface cable from the terminal to the copier, confirming that it is properly attached. 
    • Look for signs of damage or wear to the copier interface cable. 
    • If a MCIF box is connected between the terminal and copier, confirm that it is powered on and all cables are properly fastened.
  • The copier's foreign interface may be improperly configured or damaged and may not be sending the Copitrak terminal a copy pulse. 
    • Have your copier technician confirm that the copier's settings are correct and that the foreign interface is functional.
  • The Copitrak terminal may be improperly configured.
    • Request a technician review the server side configuration of the terminal.
  • The Copitrak terminal may be damaged.
    • With the assistance of a technician, temporarily replace the terminal with one that is confirmed functional and test again.

Information to report when creating a support incident:

  1. Copier interface cable number (labeled where the cable connects to the copier).
  2. Copier make and model.
  3. Terminal ID (scrolls across the bottom of the screen when at the User ID screen).
  4. Terminal's Serial # (found on the back of the terminal).
  5. MCIF version and serial # (if applicable).
  6. Details of any service recently performed on the affected the copier.
  7. Details of the affected copier recently being swapped out or replaced.