Copy Audit Touch Error Messages

What do the different Copy Audit Touch Terminal Error Messages Mean?

An error occurred while retrieving the terminal configuration.

The Copy Audit Touch Terminal application wasn't able to communicate with the Database Communicator service.

  1. Open the Copy Audit Touch Terminal Config. Check that the "Location" setting in the Communication tab is pointing to the correct location of the machine running the Database Communicator service.
  2. On the machine running the Database Communicator service, check to see that the service is running and is set to the same port as the port specified in the Copy Audit Touch Terminal Config.
  3. Make sure that there is no firewall or router that could be blocking communication between the Terminal machine and the machine running the Database Communicator for the configured port.
  4. Make sure that the Terminal machine has network connectivity.

Could not validate your license. Could not connect to Database Communicator.

The Copy Audit Touch Terminal application wasn't able to communicate with the Database Communicator service to validate the Copy Audit Touch license. See that troubleshooting steps above.


A network error has occurred on the '<COPIER NAME>' copier. Cancelling.

The Copy Audit Touch Terminal application was unable to communicate with the NCA unit (for Copy Audit NCA activitiy) or was unable to communicate with the eCopy Scan Station Client (for eCopy activity).

NCA

  1. Check the network cable and power to the NCA. You should see two sets of LED lights on the back of the NCA where the network cable attaches (RJ-45 jack). One light should be solid and the other flashing.
  2. Make sure that there is no firewall or router that may be blocking communication between the Terminal computer and the IP address of the NCA on port 10001.
  3. Check that the IP address assigned to the NCA (in the Print Audit Administrator) is correct and that there are no other devices on the network using that IP address.
eCopy

  1. Make sure that the "Device name" of the eCopy Scan Station is correct (this can be either the hostname or the IP address) and is reachable from the Terminal machine.
  2. Make sure that the eCopy ShareScan OP cost recovery port is correctly configured. The default port is 9325.
  3. Make sure that the eCopy ShareScan OP cost recovery software has been installed and configured correctly.

A license violation has occurred. Please contact Print Audit Technical Support.

The Copy Audit Touch Terminal did not find a valid license for the Copy Audit Touch software.

  1. Check to see if the current Print Audit license includes Copy Audit Touch. To do this, open the Print Audit Administrator and go to "Tools --> View/Change License". Click on the "Connectors/AddOns" tab. Check to see if there is a license for each individual Copy Audit Touch Terminal.
No copiers defined.

Error dialog box or found in log file on Terminal "PA6CATTerminalError.log if Terminal software fails to run. The Copy Audit Touch Terminal application is able to communicate with the Database Communicator service but didn't find any activities defined in the Print Audit Administrator for the Terminal machine.

  1. Check the Copy Audit Touch portion of the Print Audit Administrator to see that at least one Copier and one Activity has been configured.
  2. Check the "Terminal" field within the Copy Audit Touch portion of the Print Audit Administrator. The "Terminal" field needs to be the computer name of the machine running the Copy Audit Touch Terminal software. Don't use the IP address or the Fully Qualified Domain Name of the Terminal machine.

Could not set the options on the Copy Audit NCA. Request timed out.

When trying to add a Copy Audit NCA activity in the Print Audit Administrator, you get the above error. This can happen if "Eth/Ser" switch on the back of the NCA is set to "Ser" instead of "Eth". Set the switch to "Eth".

No Error Message - Copy Audit Terminal Fails to Launch.

The Copy Audit Touch Terminal doesn't launch and the process (PA6CAT.exe) is not in the Process tab in the Task Manager. Same as no Copiers defined. See above section.
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