Posted on Aug. 22, 10:00amET

Editor’s Note: The first wave of software patches is now available. Please read our latest blog post for more details.

Posted on Aug. 19, 2:50pm ET

Patch for Scanning Issues Available Shortly

Xerox engineers test software patch 

By Rick Dastin, corporate vice president and president, Office and Solutions Business Group

Our technology team has been working very hard to make the software patch available that addresses character substitution that can occur when “stress documents” are scanned on some Xerox office devices.

To confirm the patch effectiveness, we reached out to computer scientist David Kriesel, who first brought the issue to our attention. David has provided invaluable insight, and his willingness to collaborate and conduct additional tests has been extremely helpful.  We were pleased to hear back from David that the test patch we provided solves the problem and he no longer sees the substitution of characters on the document.

We’re finalizing our testing on the patch and availability will start this week, at which time we will announce and post a link on this blog site.

 

Posted on Aug. 15, 7:30 pm ET

Update from Rick Dastin, corporate vice president and president, Office and Solutions Business Group: We’re working hard to deliver a timely patch and we’re pleased with the testing results.  Stay tuned for an announcement shortly on availability.

Posted on Aug. 13, 1:45 pm ET

Editor’s Note: An updated Important Questions and Answers  document is now available.

Here is A Guide to Check And Reset Defaults 

Posted on Aug. 11, 6:00 pm ET 

Update On Scanning Issue: Work Continues on Software Patch To Solve Character Substitution

By Rick Dastin, corporate vice president and president, Office and Solutions Business Group, Xerox

After further testing of the scanning function we’ve now determined the unit’s “Quality/file size” factory default and highest modes don’t completely alleviate the problem of substituting characters on stress documents. This comes as a result of ongoing communication with David Kriesel who alerted us to still seeing character substitution in the factory default mode. This is consistent with what David has been reporting, and we thank him for his findings. The default and highest modes do substantially reduce the likelihood of character substitution but due to a software bug character substitution is not completely eliminated. We apologize for any confusion that came from our prior communications.

We continue to work tirelessly and diligently to develop a software patch to address the problem. We’ll pass along information about the timing of the patch as soon as we have it.

We want to reiterate, we believe the issue deals with “stress documents,” which include documents with small fonts, those scanned multiple times and hard to read. Regardless of the document condition we are committed to address any problem even if it is something our customers may never encounter.

We’ll continue to actively listen to our customers and the industry as a whole. We take your comments, questions and concerns seriously and appreciate your feedback.

Please continue to engage with us – you can do so with our principal engineer at francis.a.tse@xerox.com.

Impacted Office Product Families

ColorQube: 87XX, 89XX, 92XX, 93XX

WorkCentre: 5030, 5050, 51XX, 56XX, 57XX, 58XX, 6400, 7220, 7225, 75XX, 76XX, 77XX, 78XX

WorkCentrePro: 2XX

BookMark: 40, 55

Note: If your office device does not appear on this list, it is not impacted by this scanning issue.

 

Posted on Aug 9, 7:20 pm ET

Update on Scanning Issue: Working with David Kriesel on Solution 

By Rick Dastin, corporate vice president and president, Office and Solutions Business Group, Xerox

We continue to test various scanning scenarios on our office devices, to ensure we fully understand the breadth of this issue.  We’re encouraged by the progress our patch development team is making and will keep you updated on our progress here at the Real Business at Xerox blog.

We’ve been working closely with David Kriesel, the researcher who originally uncovered the scenario, and thank him for his input which we are continuing to investigate.  As we’ve discussed with David, the issue is amplified by “stress documents,”  which have small fonts, low resolution, low quality and are hard to read.  While these are not typical for most scan jobs ultimately, our actions will always be driven by what’s right for our customers.

We will continue to actively listen to our customers and the industry as a whole. We take your comments, questions, and concerns seriously and appreciate your feedback. As you’ve seen, we’ve replied to many of you through blog comments and tweets, and while we can’t respond to everyone individually, please be assured we are listening and taking feedback under immediate advisement. Please continue to engage with us – you can do so with our principal engineer at francis.a.tse@xerox.com.

Editor’s Update: Here are links to reference material on this issue:

Important Questions and Answers 

A Guide to Check And Reset Defaults 

Below posted on Aug. 7:

Translations to this post in: FrenchItalianDutchGermanRomanianSpanishPortugueseDanishHungarian,                    Latin Spanish, Finnish

By Rick Dastin, corporate vice president and president, Office and Solutions Business Group, Xerox

There have been reports regarding errors with the scanning function of some of our office devices in which characters can potentially be substituted for others.  This does not impact standard printing, copying and traditional fax functions.  In fact, the vast majority of our customers will not experience any issues.

Here are the two solutions:

  • Reset Scanning Defaults:  Xerox is providing a guide demonstrating how to check the current device scan settings and how to return them to factory default.
  • Apply a Software Patch:  Xerox is developing a software patch that can be remotely downloaded to each device.  The software patch will disable the highest compression mode thus completely eliminating the possibility for character substitution.  Xerox will begin rolling out the patch within a few weeks.

With this in mind, let me step back and clarify the issue itself.  It is important to know that Xerox devices shipped from the factory are set with the right compression level and resolution settings to produce scanned files appropriate for viewing or printing—while maintaining a reasonable file size.  You will not see a character substitution issue when scanning with the factory default settings.

To hear and see this frustration and confusion goes against all that’s core to Xerox’s heritage and future. We apologize for any confusion and inconvenience this has caused our customers.  We are working tirelessly to address these issues—working closely with our partners and customer service teams across the globe to both proactively inform customers as well as help them solve the issue.

Editor’s Note: If you are a member of the press or industry analyst community please contact Bob Wagner at robert.wagner@xerox.com.