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Sending an Email from the Device Results in a White Screen when Choosing the Searchable PDF Option

Document ID:SO8456

Usergroup :External
  Languages  
09/05/17 Properties  

Solution

What you will see
 

You observe a white screen when scanning multiple text pages to an LDD server destination. The larger the batch job, the longer the white screen exists. Since no messages appear on the screen, this may trigger users to report this as a problem, or worse, restart the machine.

 

What else is known:

  • The device is generating a Searchable PDF file type, which activates the device's internal optical character recognition (OCR).
  • The server destination is hosting both LDD, and an active SMTP server, which is being used to email the scanned job.
  • The email profile is using EmailTrack.
  • The server is running LDD version 4.9.03 with Advanced prompting ver. 4.9.3.

 

 

 

Fix

Obtain and update the Advanced Prompting (AP) app, which uses LDD to communicate with the MFP.

Contact Lexmark Technical Support and reference KB article ID# SO8456 to request ReleaseCertApBundle_4.9.3.1.zip.

NOTE: This PE-released version AP is designed for LDD 4.9.03. If a different version of LDD is being used, then an escalation may be required for software development teams to build a compatible version.

 

 

Explanation
 

You are seeing a white screen because device-side optical character recognition (OCR) requires more time to generate a searchable PDF. The device responds with a white screen while it attempts to interpret and convert text images into actual characters.

 

 

Contacting Lexmark

If you need additional assistance, please close this tab, return to your product's support page and locate  Get In Touch with Lexmark! for contact information. NOTE: Please be near the product/s described in this article to expedite the support process and reduce callbacks, but also be prepared to provide information regarding your issue, e.g., name and version of solution, problem description, and affected printer models.

Additional information may be requested by the support agent.



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