Question

Scanconnect not working with grayscale and color. RPC server error.

Scanning Version 8

Updated June 20, 2016

asked on June 15, 2016

I have a client who recently updated an XP box to windows 7 and now scanconnect is acting up. this is for a Kodak i1320 scanner. ever since the switch it has seemed to not work at all. newest drivers are in place, it was checked outside of laserfiche with the scan validation tool and it works just fine. have tried to uninstall and reinstall scanconnect and drivers, ran a repair and still no luck.

this is the oddest part about the whole thing....it scans fine in black and white but once scanning is tried in grayscale (which is what they use) or color, it locks up and gives a windows "scanconnect stopped working" message. once that is closed out I checked the error logs and it just continually pulls down these RPC server is unavailable errors. You then have to Ctrl+alt+del to even get out of scanconnect.

anti-virus and firewalls were also off for this.

has anyone seen this before or have some info? it looks kind of obvious that something has happened during the machine upgrade, I'm just not sure what exactly.

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Answer

SELECTED ANSWER

replied on June 20, 2016 • Show version history

The issue with Nick was resolved using the following steps: (174233)
1. Scanconnect has a newer version. Uninstall the version that they have and downloaded and installed the newest version (8.3). Uninstalled the LF client as well.
2. Made sure not antivirus was running and UAC is off before you reinstall. If you have to change those settings, reboot.
3. When you reinstalling, reinstalled in the following order. LF client and Laserfiche Scanning first then ScanConnect, and the scanner's ISIS driver.
4. The latest scanner drivers was installed as well and we obtained from here:
http://www.kodakalaris.com/b2b/products/document-scanners/departmental/i1320-scanner

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Replies

replied on June 15, 2016

Did you upgrade the OS in place? If so, did you reinstall the LF applications afer?

Can you get a screenshot of the full message and post it here?

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replied on June 15, 2016 • Show version history

as far as I know this was just an in place upgrade and it was installed afterwards. the IT guy for the client did this. but I can confirm that then.

regardless, he did uninstall everything laserfiche related and put it back on after it was not working. this is just a scanning station. so he removed the client, scanconnect and scanner/drivers and reinstalled them in that order as well, which is how it should be done.

when it comes to the stopped working message: this is that default error you get anytime scanconnect starts to lock up. these are the same messages you see with other products that lockup, even non laserfiche ones, it's like that default windows error when things stop working properly. this is how the scanconnect one looks, but it just says scanconnect has stopped working. I just pulled this off line quick so you know what type of message I'm referring to. normally you get some feedback on these but this one just seems to not do anything.

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replied on June 16, 2016 • Show version history

Can you open a case with Support?

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replied on June 16, 2016

Raymond,

the errors I'm referring to there are the ones in the first screenshot. if you look I have pulled up the error logs in scanconnect. these errors are what starts to pop up after scanconnect locks up after trying to scan in grayscale. they say that the RPC server is unavailable. I tried to do some searching on the error and nothing is glaring as to the issue. they seems to be endless and the list just continues to populate until you close scanconnect. which, again, you need to ctrl+alt+del to even get out of it.

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replied on June 16, 2016

Please open a case and provide us with the evtx logs.

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Scanconnect not working with grayscale and color. RPC server error.

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