Troubleshooting

I cannot discover a printing device through Wi-Fi Direct pairing with my Android device. Why?

SNMP and Bonjour device discovery are not supported with Wi-Fi Direct pairing mode.

Use Specify IP address if Cellular data is enabled on your mobile device.

Use WS-Discovery if Cellular data is not enabled on your mobile device.

If you want to use SNMP or Bonjour device discovery, you can connect with a printing device by Wi-Fi access point mode.

I cannot see a document that I stored in a custom box from my Android device. Why?

To see all stored documents, go to the Home screen and tap the Custom box icon to reload the documents.

When using the Copy feature, an error is displayed. Why?

This occurs with some models when the Media for Auto (Color) setting is changed to All Media Types.

On the printing device’s operation panel, go to System Menu > Common Settings > Original/Paper Settings, and set Media for Auto (Color) to something other than All Media Types.

The app was upgraded from v1.0.3 and all the saved workflows were removed.  What can I do?

This is a known issue when upgrading from v1.0.3. You must create new workflows. They can be saved for future upgrades.

I sent a print job, but my printing device is not responding. Why?

Check that your devices are connected to your local area network, and that the printing device is turned on.

Printing/scanning performance is slow. What should I do?

If the resolution option is available, selecting a lower resolution option may help. It is also possible that your network connection is slow, which can affect printing performance. If the performance does not improve, contact your sales representative.

I am a system administrator. How can I set printing and scanning restrictions?

The system administrator can restrict printing and scanning on the printing device or through Command Center RX by turning on local authentication or network authentication. Custom box files cannot be printed with Job accounting validation.

My printing device is not showing up in the discovered device list. What can I do?

If necessary, contact your system administrator for assistance.

Why does the device info page state that I have Letter/A4 sized paper in the Cassette or MP Tray when I put in a different sized paper?

You must manually configure the paper size on the printing device or Command Center RX. Once the paper size is manually configured, MyPanel will reflect the correct size.

I see some constraints between printing features. For example, when I use the Combine feature, I cannot change the Zoom or paper selection. Why?

Feature constraints on the printing device are also applied to MyPanel.

I deleted some of the icons from the Home screen. How do I get them back?

Go to System Menu > Manage Feature and select the check boxes for the removed features. Only default features can be restored. Workflows cannot be restored.

I am using the Send feature. After adding email addresses, I added an Evernote, Dropbox, or OneDrive destination, and the email destinations disappeared. Why?

For iOS and Android, destinations can be selected for email addresses, or for a combination of folders, Evernote, Dropbox, and OneDrive.

For Windows Phone, destinations can be selected for a combination of email addresses and folders, or for a combination of Evernote, Dropbox, and OneDrive.

I cannot print files in a custom box. Why?

Please check the setting for job accounting. Custom box printing is not compatible with job accounting. Job accounting should be turned off to print from a custom box.

This occurs with some models when the Media for Auto (Color) setting is changed to All Media Types.

On the printing device’s operation panel, go to System Menu > Common Settings > Original/Paper Settings, and set Media for Auto (Color) to something other than All Media Types.

This also occurs with some models when the Zoom setting is changed to Auto.

On the printing device’s operation panel, go to System Menu > Common Settings > Function Defaults, and set Zoom to 100%.

I cannot preview Evernote notes in MyPanel. Why?

For Android, some Evernote notes cannot be previewed.

I accidently deleted my workflow. Is there a way to get it back?

You must create the workflow again.

I cannot see OneDrive on the iOS Home screen or Select Destination list. Why?

Accessing OneDrive is supported for iOS 8.0 and later.

I created some workflows and I do not see them on the screen. Where are they?

For iOS and Android, the workflows may have gone to the next page. To see the next page, swipe the Home screen to the left.

For Windows Phone, the workflows may be located higher or lower on the Home screen. To see more icons (when available), scroll up or down.

I am using the Select Device > Code feature to select a printing device. On the mobile device screen, the code appears blurry and I cannot connect to the printing device. What can I do?

Do any of the following:

  • Reposition your camera to improve the focus.

  • For iOS: In Select Device, go to Discover or Manual, then follow the instructions on the screen.

  • For Android: In Device Discovery, go to Specify IP address or Find devices, then follow the instructions on the screen.

I am using the Send feature. I think I may have chosen an invalid email address, a folder that doesn’t exist, a Dropbox or OneDrive account that was removed, and so on. But no error message appeared. I clicked Cancel, but then the display said Success. How can I tell if the job was sent or not?

On the printing device’s operation panel, go to Status > Send Job Log to see if the document was sent successfully. If not, select a valid destination and resend the document.

After I signed in to my Dropbox account in MyPanel, my files did not appear. I also tried sending a file to Dropbox with the Send feature, and the file did not appear. Then when I tried logging out, the Log out button did not work.

For Android, the Dropbox account must contain at least one folder to use the MyPanel Dropbox feature. Tap the mobile device’s Back button to close Dropbox. Open your Dropbox account on a mobile device or computer and create a folder. Then when you sign in to Dropbox from MyPanel, the contents will appear normally.

I cannot send documents to a shared folder from my Android device. Why?

Sending documents to a shared folder is only supported on Android devices earlier than 5.0.

When using the Send feature, I selected a Sending Size that is different from the Original Size. When I sent the document, it came out to the wrong size.

This occurs for the following models. Contact your sales company to upgrade your printing device firmware to version XXX_2000.003.001 or later.

When using the Copy feature, I selected a Paper Selection setting that has a different paper size from the Original Size. When I copied the document, it came out to the wrong size.

This occurs for the following models. Contact your sales company to upgrade your printing device firmware to version XXX_2000.003.001 or later.

I cannot change the password of my Evernote account through the MyPanel app. Why?

It is a known issue that Android web browsers have issues accessing the Evernote web interface. Please use the Evernote app to manage your Evernote account.

Some of the MyPanel features are unavailable on my device. Why?

A feature not supported by a connected printing device is unavailable.

Where can I see fax notifications?

The MyPanel app icon and the notification icon indicate the number of new faxes since the last time Notification Center was opened.

Why did the fax notification setting turn off after MyPanel was idle for more than 15 minutes?

Fax notification is turned off automatically if a device is not successfully polled for 15 minutes. This is designed to reduce battery drain.

Why can I not use voice commands in my language?

Voice commands are available only for English and French.

After I gave the voice command “Hello, MyPanel,” the app did not follow my next command. Why?

After the initial command, you must give the next command within 5 seconds.

When VoiceOver is on, I cannot add a new fax number. Why?

For iOS, the selected touch style must be Standard Typing or Touch Typing when VoiceOver is on. Do not select Direct Touch Typing.

If I enable Data Collection, is any of my personal information collected?

The application does not collect any personal data.

I tried to copy a document from the platen with the following settings, and an error message appeared. Why?

To copy with settings like these, the document sheets must be placed in the document feeder, not the platen.

Staple and punch are unavailable even though I have a finisher installed. Why?

When user authentication is turned on in the printing device, you must also log on in MyPanel to use staple and punch.