After the July 2016 upgrade to the Imaging System, the ImageNow printer may intermittently break. Lexmark, the company that provides the Imaging System), is aware of the issue and working on a fix; unfortunately we do not have a timeline for the fix. This document will provide steps to minimize printer issues and resolve them should they occur.
The issue can Manifest itself in two ways:
Removing previous versions of the PEERNET Spooler Service may reduce the frequency of the issues. This does require administrative privileges for the workstation. See ECMS - Removing previous versions of PEERNET Spooler Service for instructions.
Should the printer break, the only working resolution currently available is to reinstall the ImageNow printer. See ECMS - Reinstalling the ImageNow Printer for instructions. Note that it is important to follow each of the steps to reinstall the printer carefully, as omitting certain steps (such as restarting the machine) will interfere with the installation. It is recommended that these steps be performed with assistance from local desktop support.
Lexmark acknowledges the issue, but they have not provided a timeline for when a fix will be implemented. We are hopeful that a fix will be introduced by the time that we patch the system in February 2017, but cannot guarantee that this will be the case.
Google has moved to disable certain older browser plug-ins, including Java, from its Chrome browser. This change means that WebNow and eForms will no longer work in Google Chrome if you are using Chrome version 42 or higher. Google will not be bringing back support for the plug-ins used by these applications, so our current recommendation is to use an alternative browser, such as Firefox or Internet Explorer, to access these applications.
More information on the change from Google can be found below:
The following are key items that will be resolved with the patching of ImageNow/WebNow on 8/22/14 - 8/23/14:
* These fixes require a new version of the ImageNow Client to be installed
** This fix requires a new version of the ImageNow Client to be installed and the ImageNow Printer to be uninstalled and then re-installed with the new client.
As you are likely aware, since the upgrade to ImageNow 6.7 last August, we have been experiencing intermittent issues with documents being captured but failing to actually enter workflow. In these cases, documents would be scanned or printed into ImageNow, but would get stuck in what is known as the "Batch Processing Agent." With this issue, we have been able to correct it by restarting this agent and resubmitting the documents to the system. This prevented any data loss, but still caused an inconvenience to users expecting to see their documents enter workflow right away.
We are happy to report that after nearly six months of working with the vendor, Perceptive Software, we have finally found the cause for this problem. The Batch Agent mentioned above is failing to correctly "clean up" after itself, leaving a large number of temporary folders on the server. Once we reach a threshold of folders, the process starts to fail. This bug has been identified and the vendor is working on a solution that will be presented in a future update. In the interim, we here in UMS ITS are putting into place a plan to prevent this from happening again. Now that we know what the issue is, we can proactively track what is going on and take the necessary steps to prevent the failures we have been seeing.
We appreciate your patience as we have worked through this issue and are quite happy that we finally have a solution in place for you. Please let us know if you have any questions or concerns about this going forward.
The linking pages for ImageNow found in Campus Community under University of Maine System > ImageNow Home have undergone a slight change to correct an issue that was found. It will now be necessary to click on the Clear Displayed Data button in between searches. The Search For Student button will be disabled after the initial search, until the Clear button is clicked. This is to prevent an issue that was found with some fields not clearing data in the case where a new search result does not have any data to report (e.g. the field is blank). Please let us know if you have any questions or concerns.
The support article posted at the link below has been updated with some additional steps. Please review before configuring any security settings for users with Java and WebNow issues. In addition, here are a few key points about this issue:
The support article can be found here:
Java has released an update for Java 7 (Release 51) that will cause WebNow to not load for anyone with the update installed. This is a known issue and we have developed a workaround for the problem. The directions for this workaround can be found in the article below:
A future update to WebNow will also correct this issue, but the best interim solution is to follow the steps outlined at the link above. Please let us know if you have any questions or concerns.
In order to repair our authentication issues, we will be doing an emergency restart of ImageNow services at 11 AM. We expect the outage to be brief, but the system will be unavailable during this restart. We will send confirmation once the system is back up and available. We appreciate your patience as we work through this issue.
ImageNow is currently being affected by back end authentication issues that is preventing users from logging in. This is an issue affecting a few different systems, including ImageNow. We are working on resolving the root cause and hope to have the issue resolved shortly. If you are currently logged into ImageNow, you will continue to have access, as long as you do not sign out.
In an effort to troubleshoot the ongoing stability issues we have had since the 6.7 upgrade, we will be doing maintenance to the ImageNow server this coming Sunday morning. During the outage, all ImageNow services will be unavailable, including the ImageNow Client, WebNow, Fax Agent, and Business Insight Reporting. We will send notification once services have been restored.
Services Affected: All ImageNow Services, including the ImageNow Client, WebNow, Fax Agent, and Reporting
Nature of the Maintenance: ImageNow Server Maintenance
Maintenance window begins: 5:00 AM, Sunday, November 10
Maintenance window ends: 9:00 AM, Sunday, November 10