The app does not load on the MFD.
When the app does not load on the Toshiba device it is typically a networking issue. Remember that the browser on the device is attempting to reach out to stratoq.com, so that path needs to be clear.
DNS - If the DNS server is not configured in TopAccess the device will not be able to recognize the address. Make sure the DNS settings are the same as would be on a PC in your network.
Proxy - If there is a proxy server this URL needs to be configured in the EWB section of TopAccess.
Firewall - If your organization uses a firewall, such as Barracuda or Rocket/LightSpeed, make sure that there is an exception for stratoq.com so that all devices inside of the network can reach our site.
SSO Doesn't work: users must sign in every time.
Symptom- Users always have to login each time, even though they have logged into the MFP via Papercut or Drivve.
Possible Causes and Fixes
- Ensure the Server Registration URL is set. The Authentication app will not forward user credentials to StratoQ unless the Server Registration URL is set (and exactly matches the device URL).
- Ensure all URLs on a MFP are consistent. There are three URLs that must be in sync:
- Server Registration URL
- URL List URL
- The URL registered with the button to invoke StratoQ
- The URL registered with the button to invoke StratoQ is incorrect. Fix: delete and recreate the button from
Distinguish "Login" page from "SSO Registration" Page
There is a distinction between a "login" page and the SSO Registration page. Distinguishing between them can aide in diagnosing certain issues. The pages may seem similar at first glance, but the SSO registration page will have only one button and will have explanatory text that is not present on the Login Page
The users gets a prompt to accept a certificate every time they open the app.
On older EBX devices, and some early EBN devices that do not have updated firmware, this prompt will appear every time a user opens the application because the device has not stored the SSL certificate for StratoQ.com. To fix this, download the certificate from the Devices page of the StratoQ.com admin app and upload it in the Security > Certificate Management section of TopAccess. More detailed instructions can be found in our Toshiba setup guide.