Test From
Incident Properties
Question
Test
Calling GSNX not working
Incident Properties
Question
This is a continuation of the previous incident we had with QU and GSNX. The symptom is that the button to transition from the Pharos app to GSNX does not work some times at QU. The logs for this case were taken on Friday morning with a Ricoh tech on site and the Pharos developers on a GTM. It represents the best capture of what is going on so far.
When the problem occurs the button is pressed in the Pharos app to switch to GSNX. When the problem happens nothing occurrs (no switch happens). In the 125 log we see the Pharos code to requestLogin fails with a timeout. In the log we see:
****************** DATE:2015.11.06 TIME:10:59:21 ******************
DEBUG [EventManager Thread:java.lang.ThreadGroup[name=Pharos,maxpri=10]]: [2015/11/06 10:59:21.634] resetting AutoLogout timer for 58 seconds....
DEBUG [EventManager Thread:java.lang.ThreadGroup[name=Pharos,maxpri=10]]: [2015/11/06 10:59:21.641] +switchToGSNX
DEBUG [EventManager Thread:java.lang.ThreadGroup[name=Pharos,maxpri=10]]: [2015/11/06 10:59:21.646] +requestLogin()
DEBUG [EventManager Thread:java.lang.ThreadGroup[name=Pharos,maxpri=10]]: [2015/11/06 10:59:21.650] gsnx username = ebaughman
Then nothing. A while later at 11:00:36 we see the socket timeout.
Normally, this works. In some situations it does not. We have no clue what causes the problem. In previous instances the logs were evaluated and no indication of any call to GSNX on the Ricoh side was seen. This maes sense as the socket appears to not open or be blocked. Can someone take a look at the attached RLog file to determine where in the system the connection timeout is happening?
On Site Support at Wells Fargo - GSNX Serveless Failed Forced Logout
Incident Properties
Question
The Pharos/GSNX integration is not working as expected. I was asked to open an incident so that PTEC can get involved to help. Here is the report from the field.
All,
We found a critical issue with Global Scan where a user appears to be cashed in GSNX after a manual logout.
The procedure is as follows:
1. Log into Ricoh iMFP
2. Press the Global Scan button.
3. Scan a document using global scan configure to force to scan to yourself.
4. Manually log out immediately after scanning (either second badge swipe or go back to Pharos iMFP and press logout button) before the inactivity timer fails.
5. Log into the Ricoh iMFP as a different user.
6. Press the Global Scan button.
7. Scan a document using global scan.
Our observation is that the second user’s scan job will be delivered to the email of the user who initially logged in. If you follow the same procedure but change step 4 to allow the inactivity timer to expire works as expected where the correct email will be used for the second user.
Contacts on Site:
Bryan Lynn
Sr. Enterprise Design Engineer
Enterprise Services Design
Ricoh USA
Phone: 678-612-9254
eMail: bryan.lynn@ricoh-usa.com
Rafal Jednyk
585-330-4208