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NOTE
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In some cases, it may not be possible to resolve the problem with the steps described here.
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Cause
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A file required to connect to a folder registered as a library (iwu file) that should be in said folder, for some reason cannot be found.
The registered folder was not found. (If the folder was shared, someone might have deleted it, etc.)
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Remedy
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Cancel the registered library and register it again.
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Cause
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Connected to the Document Server Library but could not find or access the library.
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Remedy
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Check to make sure that the library exists.
Check also that you have access rights to the library and grant the access rights as necessary.
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Cause
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IIS or the site is stopped on the Document Server you attempted to connect to.
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Remedy
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Check the service status of the server.
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Cause
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When connecting to the Document Server Library, connecting to a server with an unknown protocol failed.
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Remedy
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Check that the server you are attempting to connect to is a supported server version.
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Cause
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When connecting to the Document Server Library, you entered an incorrect user name or password three times in a row at the login authentication.
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Remedy
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Enter your correct user name and password.
Alternately, check whether the user is registered in the server you are connecting to.
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Cause
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When connecting to the Document Server Library, an operation was executed that the login user is not permitted to perform on the specified library.
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Remedy
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Check that you have access rights to the library you connected to and grant the access rights as necessary.
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Cause
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Cannot find or cannot access a file in a network folder of a local library.
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Remedy
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Check to make sure that the network folder and the file exist.
Also, check to make sure that you have permission to access the network folder and file.
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Cause
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The settings file of a monitoring target folder does not exist.
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Remedy
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Check whether the settings file of the monitoring target folder exists.
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Cause
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Reading or writing of the settings file of a monitoring target folder failed.
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Remedy
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Check the settings file of the monitoring target folder.
Or restart Desktop Browser.
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Cause
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Selection or cancelation of a folder as a monitoring target failed.
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Remedy
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Check the settings file of the monitoring target folder.
Or restart Desktop Browser.
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Cause
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Desktop Editor failed to start.
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Remedy
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If Desktop Editor does not start correctly, reinstall Desktop.
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Cause
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The user currently operating does not have the write permission for folders.
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Remedy
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Check your user permission level.
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Cause
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An access error occurred when accessing a temporary folder.
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Remedy
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Grant permission to access the temporary folder.
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Cause
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Desktop Editor failed to start.
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Remedy
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If Desktop Editor does not start correctly, reinstall Desktop.
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Cause
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Tried to delete a folder with 10 or more subfolders.
Deleted with many files left in the Recycle Bin.
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Remedy
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Select fewer documents to delete at once and try the operation again.
Delete subfolders and their contents, from the deepest subfolder up to the 10th level.
Try again after emptying the Recycle Bin.
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Cause
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Tried to register a file with a library, even though registering that file was prohibited by Document Server.
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Remedy
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Check the following settings on Document Server.
File types to be blocked
Maximum file size to be uploaded
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Cause
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With Desktop running, an addition was made by a Document Server setting to the types of files to block, and a target file was checked out or uploaded in Desktop.
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Remedy
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Delete the target file type from the types of files to block.
Restart Desktop, and execute the check out or upload again.
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Cause
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An access error occurred when accessing the network.
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Remedy
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Check the network conditions.
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Cause
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An access error occurred when accessing the network.
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Remedy
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Check the network conditions.
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Cause
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imageRUNNER ADVANCE Settings
The setting of [Settings/Registration] > [Function Settings] > [Store/Access Files] > [Advanced Box Settings] > [File Formats Allowed for Storing] is not [All].
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Remedy
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imageRUNNER ADVANCE Settings
Select [Settings/Registration] > [Function Settings] > [Store/Access Files] > [Advanced Box Settings], and set [File Formats Allowed for Storing] to [All].
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Cause
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An access error occurred when accessing the network.
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Remedy
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Check the network conditions.
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Cause
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The download target file does not exist.
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Remedy
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Refresh the display to show the latest information, and then check again whether the file exists.
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Cause
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An access error occurred when accessing the network.
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Remedy
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Check the network conditions.
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Cause
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An access error occurred when accessing the network.
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Remedy
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Check the network conditions.
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Cause
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An error occurred when connecting to Document Server.
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Remedy
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Check the connection status of the Document Server.
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Cause
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An access error occurred when accessing the network.
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Remedy
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Check the network conditions.
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Cause
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The document is currently opened by another user.
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Remedy
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Close the document opened on the computer of the other user.
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Cause
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The document is not currently opened by another user, but the computer considers it to still be opened
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Remedy
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Wait over 10 seconds, and then open the document again.
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Cause
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An access error occurred when accessing a file, temporary folder, or check out folder.
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Remedy
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Grant permission to access the file, temporary folder, or check out folder.
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Cause
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An access error occurred when accessing a file or temporary folder.
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Remedy
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Grant permission to access the file or temporary folder.
Check whether the file is corrupted.
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Cause
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It occurs when converting a Word file to a PDF on Desktop Browser.
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Remedy 1
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Change any of the following optional settings for Word, and then convert to PDF on Desktop Browser again.
Select [Basic Settings] > [Microsoft Office User Settings], and enter characters other than a space into [User Name] and [Initial]
Select [Advanced Settings] > [Print], and deselect the [Print in background] check box
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Remedy 2
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A version older than Microsoft Office 2007 may be installed. Desktop supports Microsoft Office 2007/2010/2013/2016.
In this case, perform the following procedure to perform PDF conversion. 1. Open the document with the application associated with the document.
2. In the application, select [Canon Desktop Document Writer] as the printer and perform printing.
3. Select the [File] menu in Desktop Editor > [Export as PDF].
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Cause
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Creation of a unique folder failed.
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Remedy
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Check the free disk capacity, and check the permission to write to temporary folders.
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Cause
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The folder for storing the cabinet information settings file (AppData\Local\Canon\iWDT\x.x\DMS\Neutral\Cabinets) does not exist.
The cabinet information settings file (Cabinets.xml) does not exist.
The contents of the cabinet information settings file (Cabinets.xml) are invalid.
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Remedy
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Restart Desktop Browser.
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Cause
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Access to a file failed.
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Remedy
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Check whether you have permission to access the file, and whether the file is corrupted.
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Cause
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More than 20,000 documents are managed in the database of a Network Library (database).
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Remedy 1
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Change the settings of the selected Network Library (database) to not perform database management.
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Remedy 2
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Cancel database management for folders in the selected Network Library (database) that include documents that do not require database management to reduce the number of managed documents. The administrator of Desktop must change the database management settings.
Setting and Management Range in the Database (Administrator Guide)
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Cause
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The capacity of the database for document management in a Network Library (database) is 2 GB.
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Remedy 1
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Change the settings of the selected Network Library (database) to not perform database management.
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Remedy 2
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Cancel database management for folders in the selected Network Library (database) that include documents that do not require database management to reduce the number of managed documents. The administrator of Desktop must change the database management settings.
Setting and Management Range in the Database (Administrator Guide)
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Cause
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One of the following is true for the database for document management in a Network Library (database).
More than 20,000 documents are managed by the database
The capacity of the database is 2 GB
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Remedy 1
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Change the settings of the selected Network Library (database) to not perform database management.
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Remedy 2
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Cancel database management for folders in the selected Network Library (database) that include documents that do not require database management to reduce the number of managed documents. The administrator of Desktop must change the database management settings.
Setting and Management Range in the Database (Administrator Guide)
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Cause
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An error occurred while writing to a checkout management file.
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Remedy
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As required, move the checkout management file to a backup location (or delete it), and then restart Desktop Browser.
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Cause
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The duplicate process launch control settings file (ProcessControlSetting.xml) could not be read.
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Remedy
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Check access permission for the duplicate process launch control settings file (ProcessControlSetting.xml).
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Cause
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The format of InputBarConfigList.xml was invalid.
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Remedy
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Check whether the contents of the file are correct.
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Cause
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Reading of InputBarConfigList.xml was denied.
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Remedy
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Check the access permission for the file.
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Cause
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Reading of the InputBarConfigList.xml file failed.
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Remedy
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Check the status of the file.
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Cause
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An unexpected error occurred.
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Remedy
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Check whether an Advanced Box library is a monitoring target of your security software. If so, remove it from the monitoring targets in your security software.
Restart the application, and try the operation again.
If this does not resolve the problem, contact your system administrator or support center.
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Cause
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Access to a file or temporary folder failed.
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Remedy
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Grant permission to access the file or temporary folder.
Check whether the file is corrupted.
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Cause
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An access error occurred when accessing the network.
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Remedy
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Check the network conditions.
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Cause
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The read target shortcut file was a directory.
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Remedy
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Check the name of the shortcut file that you want to create.
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Cause
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A memory shortage occurred.
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Remedy
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Check the amount of free memory, and exit applications that you are not using.
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Cause
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Reading of the desktop.ini file failed.
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Remedy
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Grant access permission for the desktop.ini file.
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Cause
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Login authentication failed.
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Remedy
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Enter the correct user name and password.
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Cause
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An address book file cannot be found.
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Remedy
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Specify the correct address book file.
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Cause
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The directory containing the address book file cannot be found.
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Remedy
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Specify the correct address book file.
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Cause
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A .NET Framework exception occurred when acquiring the address book of a device (network error).
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Remedy
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Check whether you can connect to the fax, or check whether there is a network problem.
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Cause
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[Authentication Information Settings] is not set correctly in Desktop Communicator.
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Remedy
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Set [Authentication Information Settings] correctly in Desktop Communicator.
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Cause
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Desktop Communicator is not installed in the device.
The Desktop Communicator service is stopped on the device.
A device which you cannot obtain the address book from is specified.
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Remedy
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Check the status of the device.
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Cause
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The Department ID Management function is set in the device.
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Remedy
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Deselect the [Display confirmation message when sending] check box in [Detailed Settings] on the [Device Settings] sheet of the fax driver properties.
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Cause
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There was not enough memory to start the Hot Folder periodic monitoring thread.
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Remedy
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Check the amount of free memory, and exit applications that you are not using.
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Cause
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An unexpected error occurred while displaying the manual.
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Remedy
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Reinstall Desktop.
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Cause
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An error occurred while opening an IWB document.
Execution of Desktop Editor failed.
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Remedy
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If Desktop Editor does not start correctly, reinstall Desktop.
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Cause
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Execution of Desktop Editor failed.
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Remedy
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If Desktop Editor does not start correctly, reinstall Desktop.
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Cause
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An error occurred during creation of a shortcut.
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Remedy
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Check the access permission for the file.
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Cause
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Print processing by an associated application failed.
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Remedy
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The application associated with the extension of the print target file may not be available, or the associated application may not support printing. Associate the extension with an application that supports printing.
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Cause
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Setting information cannot be saved because modification of an icon failed.
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Remedy
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This is an unexpected error. It cannot be avoided. (This error may occur in cases such as modification failure because the desktop.ini file is open when registering an SMB send button.)
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Cause
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Deletion of a backup of the desktop.ini file failed.
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Remedy
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Check the permission to access the backup of desktop.ini, and other reasons why deletion may have failed.
If other methods fail, delete the file manually.
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Cause
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WLS (Windows Login Service) is not enabled (the authentication service is not appropriate).
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Remedy
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Enable WLS (Windows Login Service).
Check that the device authentication service is using an appropriate authentication method (SDL/NTLM/department ID management authentication/Basic authentication).
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Cause
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The operation could not be completed because an error occurred (reading of the xml file failed).
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Remedy
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Reinstall Desktop.
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Cause
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Deletion of a backup of the desktop.ini file failed.
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Remedy
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Check the permission to access the backup of the desktop.ini file, and other reasons why deletion may have failed. If other methods fail, delete the file manually.
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Cause
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A user logged in to Document Server cannot complete a check out operation.
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Remedy
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Confirm that the target file in Document Server can be checked out.
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Cause
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Checkout failed.
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Remedy
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Refresh the display to show the latest information, and then confirm that the specified document is not already checked out.
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Cause
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Access permission has not been granted for the transfer destination folder.
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Remedy
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For scanned documents, or transfer destination folders for Hot Folder transfers, check access permission.
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Cause
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IIS is stopped.
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Remedy
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Check the connection status of the server.
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Cause
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Write permission for a document has not been granted.
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Remedy
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Grant write permission for the document.
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Cause
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A user logged in to Document Server does not have access permission.
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Remedy
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Grant access permission to the user logged in to Document Server.
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Cause
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A document of the same name already exists.
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Remedy
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Because a document with the same name already exists at the destination, move, delete, or rename the original file.
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Cause
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The license is invalid when connecting to a library.
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Remedy
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Check the license information.
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Cause
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There was not enough memory to generate a thread for uploading a file.
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Remedy
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Exit applications that you are not using.
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Cause
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A file was modified during upload processing.
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Remedy
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Do not modify a file during a file transfer.
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Cause
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A transfer to Document Server is continuing when the maximum upload size has been exceeded.
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Remedy
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Reduce the number of files being transferred at once, or reduce the file size.
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Cause
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File access failed.
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Remedy
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Check whether you have permission to access the file, and whether the file is corrupted.
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Cause
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An error occurred in the reference check of an executable file.
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Remedy
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A link file may be corrupt. Create the link file again.
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Cause
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Creation of a Hot Folder subfolder failed.
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Remedy
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Check the access permission of the common folder that you specified in the [Transfer Source] when creating an SMB send button. If permission has not been granted to create a folder, grant the permission.
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Cause
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A correct IP address or host name was not input, or the input was correct but network connection failed.
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Remedy
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Enter a correct IP address or the name of an existing host.
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Cause
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The device at the specified IP address failed to create an SMB send button.
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Remedy
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Check whether the specified IP address is the address of a device that can create an SMB send button, and specify a correct IP address.
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Cause
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A correct IP address or host name was not input, or the input was correct but network connection failed.
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Remedy
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Enter a correct IP address or the name of an existing host.
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Cause
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The device at the specified IP address or the device specified by entering a host name directly does not support the creation of an SMB.
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Remedy
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Check whether the specified IP address is the address of a device that can create an SMB send button, and specify a correct IP address.
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Cause
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A correct IP address or host name was not input, or the input was correct but network connection failed.
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Remedy
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Enter a correct IP address or the name of an existing host.
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Cause
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Failure to acquire the type of authentication function.
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Remedy
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A fault may have occurred on the network, such as a device losing power. Check the device and network environment.
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Cause
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Failure to acquire the type of authentication function.
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Remedy
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A fault may have occurred on the network, such as a device losing power. Check the device and network environment.
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Cause
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Authentication failure.
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Remedy
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A fault may have occurred on the network, such as a device losing power. Check the device and network environment.
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Cause
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A correct IP address or host name was not input, or the input was correct but network connection failed.
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Remedy
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Enter a correct IP address or the name of an existing host.
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Cause
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Failure to acquire the type of authentication function.
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Remedy
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A fault may have occurred on the network, such as a device losing power. Check the device and network environment.
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Cause
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An SMB send button to the device could not be created.
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Remedy
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Check that the device authentication service is using an appropriate authentication method (SDL/NTLM/department ID management authentication/Basic authentication).
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Cause
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An SMB send button to the device could not be created.
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Remedy
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Check that the device authentication service is using an appropriate authentication method (SDL/NTLM/department ID management authentication/Basic authentication).
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Cause
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An SMB send button to the device could not be created.
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Remedy
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If more than 15 minutes pass after login without a button being created, the login session becomes invalid. Check the authentication again in the authentication screen, or redo from the start.
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Cause
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A correct IP address or host name was not input, or the input was correct but network connection failed.
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Remedy
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Enter a correct IP address or the name of an existing host.
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Cause
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Failure to acquire the type of authentication function.
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Remedy
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A fault may have occurred on the network, such as a device losing power. Check the device and network environment.
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Cause
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The length of the specified path was too long.
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Remedy
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Enter the path within 250 characters including the folder name.
It is recommended that it be kept as short as possible because it stores files.
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Cause
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The folder could not be created because a reserved device name was used.
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Remedy
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Specify a name that is not a Windows reserved device name.
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Cause
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The folder could not be created because a reserved device name was used.
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Remedy
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Specify a name that is not a Windows reserved device name.
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