Nuance Sharescan + SIMS Connector = Clock Not Syncronized Issue

[Tefters]

I know this is the MIS forum but slightly related as its a connector plugin and trying to get the feelers out there to see if anyone has encountered this before.

 

I have a Nuance Sharescan installation with a SIMS connector so on an MFD you can scan a document straight into SIMS.

Since the Autumn 2016 patch the connector on the MFD's has the error "It is not possible to save this document because the Clocks are not syncronized".

 

Now we've had Sharescan installed for 4 years now and never had this issue on the day lights saving time so pretty adamant that's not the issue and both the server Sharescan sits on and SIMS are both on NTP from my DC's.

Sharescan itself has no specific time settings and neither does SIMS.

 

Has anyone encountered anything like this error before? My Goole-fu is coming up with nothing and I have raised the issue with Ricoh who hold the MFD printer contract and supply support for all the software.

I'm leaning towards developer issue with the connector but trying to resolve myself while waiting for their support to call back.

 

Thanks.

[Michael]

Normally there's an area where you can specify a time server on your Ricoh device. Either on the touchpad, or via a browser which is easier. It's very possible the Ricoh time (not mandatory) is totally out. It's typically useful if you used the Fax function, so receipts have the correct date/time, but no doubt it applies to other areas too.

[Tefters]

Normally there's an area where you can specify a time server on your Ricoh device. Either on the touchpad, or via a browser which is easier. It's very possible the Ricoh time (not mandatory) is totally out. It's typically useful if you used the Fax function, so receipts have the correct date/time, but no doubt it applies to other areas too.

All the MFD's are setup on NTP off the DC so they all have the right time.

[Tefters]

Just in case anyone stumbles across this in future and has a need for it, the developer of the Scan to SIMS Connector for Nuance Sharescan (company called Cyclone Industries) confirmed from further testing it was indeed a bug in the connector that was triggered thanks to the Autumn 2016 patch and a week later have released a new connector version for install.

 

Case closed.

[Michael]

Thanks for sharing!

[CyberDrac]

Thank you, we've just discovered this ourselves this morning, my colleague is chasing up the updated SIMS Connector as we speak, what was your point of contact with them (e-Mail address, telephone number)?

[Tefters]

[email protected]

 

Download link for updated connector - Ricoh Connectors: Downloads

 

EDIT - Adding the email I sent back to Ricoh regarding the install (See below)

 

Many thanks for this, I can confirm all is working again with the new connector version.

 

As a heads up for you and your other clients this is the procedure we followed with gotcha’s as no instructions were provided:-

 

- Stopped the all Sharescan service under Windows services.

- Installed the new connector (which at the end started the services again apart from 1 which we started manually).

WARNING:-All SIMS connector configuration is stripped out so unless you already have this in a text file like we did you will want to record the information before starting this whole procedure.

- Launch Sharescan Administration console and go to connectors on the left pain, click refresh as it shows no SIMS connectors present initially.

- After the refresh the connector shows and you can create your SIMS connector profiles (we had 4 with different hardware serials and licenses).

- Go to devices and allocate the SIMS connector profiles to the devices needed and save.

- Test at printer.

 

Whether this is the correct procedure I don’t know as we winged it off the knowledge we have of Sharescan but it worked and the MFD’s can scan direct to SIMS again without issue.

Edited December 14, 2016 by Tefters

[CyberDrac]

Thank you for your post, we're all resolved, we encountered exactly the same loss of configuration and it was nice to know it was the norm and almost to be expected.

[Tefters]

Glad its all sorted

[Tefters]

@CyberDrac Necro on an old post I know but you have Scan to SIMS via Sharescan Ricoh right?

If so do you have the SIMS connector so it asks for SIMS logon or do you have it setup as Trusted Connections so no logon for the SIMS part?

[CyberDrac]

ShareScan on HP, and via Windows PC, but ultimately the staff have to provide credentials to login to SIMS each session that they scan.

[Tefters]

ShareScan on HP, and via Windows PC, but ultimately the staff have to provide credentials to login to SIMS each session that they scan.

Thanks for the response.

 

I'm trying to setup SSO (technically not SSO but just using the acronym for easy description), just got the details back from Cyclone Industries/Ricoh so trying those now.