Papercut MF scan to 365 issues

[barber782]

Hi everyone,

Can anyone ever had issues with papercut integrated scanning to Microsoft 365 where some users do not receive scanned documents but others do? Customer has not long changed to 365 and asking for a solution.
Sent them a video guide on setting up scan to 365, but wanted more advise.
Machine e-studio 5516ac

[MrFred]

Re: Papercut MF scan to 365 issues

If it is really consistently some users users and not others. e.g. it isn't that different users use different copiers. Or different user scan using different scan actions, or different scanning features, e.g. one is scanning off the glass the others adf.

Then it is almost certainly not PaperCut's fault.

So any error messages in the logs, does the end user get the failure to send your document email (not as daft a question as it seems about an issue sending email, I promise!)

Turn on debug mode in PaperCut get a user that fails to reproduce the issue and get a user who works to send a scan as well make a note of the times and the users names. Grab the diagnostic bundle. If PaperCut is aware that the scanning is failing (e.g. it isn't just a case of the mail server not delivering the job you will fine a text files called jobid.txt under which will give you a nice summary of each jobs journey within PaperCut:
PaperCut MF\server\data\scan\failed\

With the diagnostic .zip you want to look through the server.log files to find the jobid for each job. And then search foe those jobids to find out what happened to the document.

Or of course depending on your job role grab all the infomation above and send it to your friendly local reseller or ASC.