Troubleshooting tips

Problem Possible Cause Solution
Configuration cannot be uploaded to the device
  • Verify that the right jar files are uploaded.
  • Verify that the port which you are using is available and open.
  • Verify that the firewall is allowing the port to communicate
  • Check to see if your device falls in a certain group and then upload the correct jar files.
  • Check to see if the port is not being used by any other application or blocked by the firewall.
  • Check to see if firmware on the device is upgraded according to match the OXPd requirement.
Authentication doesn’t work for Group 50 devices. N/A Authorization files are not available for Group 50 devices.
Jar files for group devices not available. N/A Jar files are not available for Group 30 devices.
A red exclamation mark is displayed on the General tab when trying to click OK.

Check for one of the following

  • The application does not have a menu or a form.
  • The application has a menu but no form.
  • There is a menu within a menu.
Depending on the cause, do one of the following:
  • Add a form to the application if no menu exists.
  • Add a form to the menu if menu exists within an application.
  • Delete a menu within a menu.
A red exclamation mark is displayed on the Preferences tab when trying to click OK. Some of the fields in the preferences tab are empty. Fill the required fields in the Preferences tab.
An error message is displayed “There should be at least one field on the form.” The Fields tab has no fields added to it. Add a field in the Fields tab.
Authentication selected during configuration but no authentication required at device.
  • Authentication jar files not uploaded to the device.
  • Authentication not selected for that application on the Authentication Manager for the device.
  • Upload the right authentication jar files.
  • Select the authentication for that application in the Authentication Manager.
Single Scan Touch option is grayed out at the form level. N/A Single Scan Touch option is enabled or disabled only at the application or menu level.
Fields tab cannot be accessed. The Single Scan Touch option is enabled on the General tab. Disable the Single Scan Touch option at the application or menu level and you can access the Fields tab.
Scan Settings options cannot be edited. The Single Scan Touch option is enabled on the General tab. Disable the Single Scan Touch option at the application or menu level and you can access the Fields tab.
Failed to start session message is displayed on the device when you select the config.
  • The workflow server has stopped.
  • The connection to the workflow server is disconnected.
  • Restart the workflow server.
  • Verify if the workflow server connection is still active.
Scan button not displayed on the device. The device does not support it. This option is not available on all devices.
Certain scan settings are only for Group 10, 20, 30, 40 or 50 Not all the devices support all the scan settings. Make sure you are selecting the scan settings for the device which supports it or a message is displayed on the device warning about the setting not being compatible.
Error Message: Maximum Devices has been reached. Lets say 5 devices are licensed and 5 devices already working with the server. Then the 6th  device (new one) is trying to connect to the same server. In this case the device will get this error message. Purchase additional device licenses.
Error Message: Device Excluded The device is trying to connect to the server but it has been excluded from the license list by administrator. The device is blocked from the device list by the administrator. Unblock the device from the license manager, then the message won’t be displayed.
Error Message: License Expired This error occurs when the license mode changes from "evaluation" mode to "expired" or the license was transferred to another device. Licenses are expired and you need to license your workflow server or your HP OXPd component.

Checking the device log

If you have scanned large number of pages and want to monitor device activity and when the device sends the scanned images to the workflow server,  type the following link in the address box on your browser and press Enter.

https://<deviceIPAddress>/hp/device/sdc?GetLog

After you press Enter, the browser window will display the following:

To clear the log, you can type the following link in the browser address box and press Enter.

https://<deviceIPAddress>/hp/device/sdc?clearlog

After you press Enter, the browser will display the following information: