Troubleshooting

This section explains how to handle any trouble you may have in operating the Access Management System.
Users set to [1-2 on 1 Not Available] cannot output inbox documents.
Cause
If you merge documents with different page layout settings (for example, a 2 On 1 document and a 4 On 1 document) and save them in an inbox, the page layout settings are reset and they are saved as a 1 On 1 document. Therefore, users set to [1-2 on 1 Not Available] cannot output the document.
Remedy
When saving documents that may be output by users with page layout restrictions applied, do not merge documents with different page layout settings.
Nothing is displayed when the AMS Printer Driver Add-in installer is executed.
Cause
The path to the folder in which the AMS Printer Driver Add-in installer is located is too long.
Remedy
Move the file for the AMS Printer Driver Add-in installer to another folder with a shorter file path, and try executing it again.
The AMS Printer Driver Add-in is installed, but the [AMS] tab is not displayed on the Printer Properties dialog box.
Cause 1
The AMS Printer Driver Add-in is not installed properly.
Remedy
Check that the printer driver supports AMS Printer Driver Add-in. For information on the printer drivers that support the AMS Printer Driver Add-in, see "Client Computer (AMS Printer Driver Add-in)."
Cause 2
You tried to install the AMS Printer Driver Add-in in a printer driver on a client computer when using a shared printer environment.
Remedy
Install the AMS Printer Driver Add-in to the printer driver on the print server. After installing the AMS Printer Driver Add-in to a printer driver on the print server, it may take some time until the [AMS] page is displayed in the printer properties dialog box on a client computer. If the [AMS] page is still not displayed, add the printer icon to the client computer.
When installing the AMS Printer Driver Add-in, a driver name is not displayed in [Driver List] on the driver selection screen.
Cause 1
The printer driver installed in the computer does not support Access Management System.
Remedy
Download the latest printer driver from the Canon Web site, and install it.
Cause 2
The printer driver installed in the computer does not have an icon corresponding to it on the computer.
Remedy
If you are using the latest printer driver and its printer icon is not displayed, select [Display All Installed Drivers].
Printing from a computer with the AMS Printer Driver Add-in installed takes a long time.
Cause
When using TLS for communication between the client computer and the devices, the authentication process may take a long time if the root certificate is automatically updated during authentication. (For devices that can select whether to use TLS communication for each function, TLS communication is always used during authentication, regardless of the device settings.)
Remedy
If you want to reduce the processing time, use the following procedure to disable the root certificate automatic updating function in the computer with the AMS Printer Driver Add-in installed.
If you disable this setting, the root certificate will also not be automatically updated when performing TLS communication other than with the AMS Printer Driver Add-in. Restore the setting after printing from the device, as necessary.
Some terms may differ depending on the operating system you are using.
1.
Select [Run] from the [Start] menu.
2.
Enter 'gpedit.msc' and press the [Enter] key.
The [Local Group Policy Editor] dialog box is displayed.
3.
Click [Computer Configuration] → [Administrative Templates] → [SYSTEM] → [Internet Communication Management] → [Internet Communication Settings].
4.
Set [Turn off Automatic Root Certificates Update] to [Enabled].