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Why did Sharpdesk just stop scanning?

Posted on 2014-01-16
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Last Modified: 2014-01-26
I have a user on Windows 7, who has been using Sharpdesk software to scan documents from a Sharp m237 network printer to her desktop. She has had no issues with scanning prior to this problem. When we try to scan to her desktop, it gives an error Unable to access the server.Check server address on device web page.
Everyone else can scan from this printer. I tried to remove her profile from the web access and readd her from the Network scanner tool and it comes up like the scanner is added, but she still cannot scan from the printer.
Any ideas?
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Question by:NationalMachine
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LVL 58

Assisted Solution

by:Joe Winograd, EE Fellow 2017, MVE 2016, MVE 2015
Joe Winograd, EE Fellow 2017, MVE 2016, MVE 2015 earned 2000 total points
ID: 39787221
Three ideas. First, maybe the Sharpdesk software and/or the TWAIN driver has become corrupted. I suggest a reinstall of the full Sharpdesk package, which would include the TWAIN driver. Second, maybe an IP address conflict developed on her computer. I'm guessing you have the Sharp AR-M237 at a fixed IP address – if not, I recommend doing that. In any case, check her machine for an IP conflict. Third, maybe the port number changed, so check the port number on the web server and then check the port number she's using. Regards, Joe
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Author Comment

by:NationalMachine
ID: 39794061
Thank you for your response. I already tried to reinstall the software and I still had the same issue, however I did not release and renew her IP address. I will definitely try that next. And yes, the printer does have a static ip.
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LVL 58

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by:Joe Winograd, EE Fellow 2017, MVE 2016, MVE 2015
Joe Winograd, EE Fellow 2017, MVE 2016, MVE 2015 earned 2000 total points
ID: 39794321
Sounds good...and check the port number, too.

Two other ideas: (1) You said that you removed her profile from the web access and re-added her. This reminded me that I've seen user accounts get corrupted in a way that prevents scanning. This may not be the permanent solution, but as a troubleshooting step, create a new user account on her W7 machine and see if that can scan. (2) It would be nice to know if the problem is with the Sharpdesk software or the TWAIN driver, so try some other scanning software that supports TWAIN. One such product is IrfanView, excellent (free!) imaging software that I've been using for many years:
http://www.irfanview.com/

Click the Download link on the left to download IrfanView and click the PlugIns link on the left to download the PlugIns, which are needed to give you PDF capability (it's optional...only if you want PDF support...and the other features that come with the PlugIns). Install IrfanView first, then install the PlugIns (again, it's optional, but I think it's a good idea). When you run IrfanView, click the File menu and pick [Select Scan/TWAIN Source...]. You should see the TWAIN driver for the AR-M237 (and any other TWAIN or WIA drivers on the system). If it's not there, let me know; if it's there, select it, then click the File menu and pick [Acquire/Batch scanning...]. Let me know if scanning does or does not work. Again, I'm not suggesting this as the permanent solution, but simply as a troubleshooting step. Regards, Joe
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Author Comment

by:NationalMachine
ID: 39794803
I will try it!
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Author Comment

by:NationalMachine
ID: 39797614
I have verified the port. It is the same as the printer/scanner.
I added a different user to the machine and tried to scan to her profile, but it also did not work.
Do you think it might have something to do with the DNS?
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LVL 58
ID: 39797717
Yes, I suppose it could be DNS related. See what happens when you access it via its static IP address. Have you tried IrfanView? I'd really like to know if IrfanView sees the AR-M237 TWAIN driver...and even better, if it scans! Regards, Joe
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Accepted Solution

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NationalMachine earned 0 total points
ID: 39797954
Well, I spoke with my manager and he wanted me to first disable the firewall before anything else. So when I disabled it in the Control panel, the scanning function worked immediately! I am going to try this also on our other user's machine to see if this is also the problem with her equipment. It seems that our group policies have something triggering this issue.
Thank you so much for helping me troubleshoot this issue.
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LVL 58
ID: 39798362
You're welcome. Very glad to help. And thanks to you for posting what worked for you. We all learn from situations like this. Regards, Joe
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Author Closing Comment

by:NationalMachine
ID: 39809833
In the end it seems that our group policies created the issue with the scanners.
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