PaperCut - Sharp OSA and copying issue

[timtom]

Hi all, thanks in anticipation of any help or advice for one of those 'weird error' types.

 

We have 4 Sharp MFD devices managed by PaperCut 13.2 using the Sharp Embedded application. 1 of these is a MX-4112N and works fine. The others are MX-3110N and 2 MX-3140N's which have the problem.

 

It has been reported as only affecting some students but I know all our test student accounts are affected and no staff or sysadmin accounts are. It's fairly uncommon that anyone does this type of task and most users just work round it so it's not always reported to us.

 

If you use the Sharp OSA embedded Papercut to scan you can basically only press the 'scan' button once. You can select multiple copies and so on but if you press scan, have it print something out, then press scan again it comes up with the message:

"The maximum number of pages has been reached in the selected colour mode. Please see your administrator"

 

If you logout and log back in again it is fine. Nothing in the Sharp device's event logs and I cannot find anything in the PaperCut Event log.

 

We have maintenance but they are not proving useful and just telling us to upgrade PaperCut. Yes I would like to and that would be great but we don't have upgrade assurance at the moment so it'll cost almost £1000 to upgrade and then only 'might' fix the problem.

 

Has anyone seen or heard of anything similar before? I've trawled through all the Sharp settings and the PaperCut settings. The only thing I can think of is something in PaperCut's 'Advanced Config' but I cannot find much documentation on what options there are.

 

Thanks again

[MatthewL]

Have a look at this support article. There may have been some restrictions set on page count or something similar.

 

- - - Updated - - -

 

Or the other option is to delete the device in PaperCut and re add it by restarting the MFD and see if that resolves it. Do so at your own risk if you feel comfortable doing that.

[timtom]

Thanks Matthew. I've seen that article but unfortunately it's only for restrictions on Printers and doesn't apply to Devices. I'll have a look at re-adding the device when I get a quiet afternoon...

[timtom]

For info too much pressure and not getting anywhere so we went with the PaperCut upgrade and it still hasn't fixed the issue. Lots of I told you so's and pointing out this is why I don't like just upgrading for the sake of it. I'll post the solution when we get somewhere!

[MatthewL]

Have you had the firmware done on each of your machines, you will need to get your Sharp dealer to do that, plus there are some SIM codes that need changing for PaperCut to stop checking after each page is processed, that may help.

[harriuk]

Hi we had the same issue and the setting in advance config is exactly what you need, although I can't remember what it is called. The feature is set like this so users can only do one job at a time so they don't do loads of jobs on the copier and go into negative credit before papercut can account for them.

[harriuk]

OK the setting concerned is ext-device.sharp_osa.deny-multiple-jobs. Set that to N and it will stop that from happening, but bear in mind why it is set in the first place.

[MatthewL]

Yes there is that, I do that by default on my install. There is also one for skip if you search that, I set that to opposite to the default for each device.

[MatthewL]

That's interesting as the only drivers Sharp have are on the public website!!

 

Go to devices and change that line in advanced config and you should be good to go.

[timtom]

OK the setting concerned is ext-device.sharp_osa.deny-multiple-jobs. Set that to N and it will stop that from happening, but bear in mind why it is set in the first place.

 

Thanks Harris

 

Yes that's the one. Stops restricted users getting into negative credit but also means they need to log out and log in again when copying. We've gone with setting to N for now and monitor it.

 

Thanks again all