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Forum Discussion
Connection with Epson Printer just randomly stopped
Hi All,
Just out of nowhere when we scan from our epson printers (we have two) it no longer writes to drop box. See error message email below;
I have already carried out the follow trouble shooting;
* Network and internet all working fine
* Have scanned direct to Drop box from my Phone. All fine. Proves nothing wrong with account.
* Have logged into Epson Connect Web page and "edited" cloud connections.
* Established a brand new "scan to cloud" destination on Epson Connect. That did not work.
So annoying that something is working fine and then it just drops out !!!!!
It seems that Epson fixed the issue on their end:
- Scan to Cloud disaster recovery notice (Wednesday, May 8th, 2024 11:00 (UTC))
Thank you for using our products regularly.
We apologize for any inconvenience caused to our users.
An issue occurred that made Dropbox unavailable during the following times.- From May 1st, 2024 04:00 to May 8th, 11:00 (UTC)
- Scan to Cloud disaster recovery notice (Wednesday, May 8th, 2024 11:00 (UTC))
- Hello,
I am no expert but I want to share a response from Dropbox that seems to indicate that all API were cancelled and that users need to create a new one. I'm not sure if themis is done at user level or Epson level. The message was sent to me in french. Use google translate to get an idea of the content :
Nous avons expiré votre mot de passe et vous avons déconnecté de tous les appareils que vous aviez connectés à Dropbox Sign afin de protéger davantage votre compte. La prochaine fois que vous vous connecterez à votre compte Sign, vous recevrez un e-mail pour réinitialiser votre mot de passe.
Par mesure de précaution supplémentaire, nous vous recommandons fortement de faire pivoter votre clé API en générant une nouvelle, en la configurant avec votre application et en supprimant votre clé actuelle pour garantir la sécurité de votre compte.
Nous allons restreindre certaines fonctionnalités des clés API pendant que nous coordonnons la rotation. Seules les demandes de signature et les capacités de signature continueront d'être opérationnelles pour la continuité de votre activité. Une fois que vous aurez alterné vos clés API, les restrictions seront supprimées et le produit continuera à fonctionner normalement. Voici comment créer facilement une nouvelle clé.
Enfin, si vous avez réutilisé votre mot de passe Dropbox Sign sur d'autres services, nous vous recommandons fortement de modifier votre mot de passe sur ces comptes et d'utiliser l'authentification multifacteur lorsqu'elle est disponible.- In other words it appears Dropbox had a security breach that they solved by disconnecting everyone and now they are telling us "sorry and too bad, you are on your own. You fix it" NASTY!
If Dropbox had a security breach the only valid response is to invalidate related keys/tokens.
And the only way to fix our problem would then actually be on Epson/Brother side to get new keys. That´s just how this works afaik.
But we don´t know if this is the case. We only have people making assumptions.If this would be made more transparent here, people wouldn´t be as angry.
dropbox: By now you should give us some real information. Otherwise we have to look for different solutions.
- But i deleted and removed my printer; it’s not a user-centric capability to “delete and recreate”. I cant manage Oauth nor JWT. The API endpoint is Dropbox; origin is EpsonConnect.
I have had exactly the same problem in the last 72 hours. I have scanned from Epson WF-2860 printer/scanner for years, with data smoothly received in Epson Connect folder in Dropbox. Now the error message. I have reset everything to no avail. What has changed?
8th Day and i supose we are not going to get any compensation for it, even if Dropbox fixes their issue.
My subscription is ending soon so i will probably won't renew my subscription, anyway its the same price with other competitors.As per post below, problem has been resolved.
It seems that Epson fixed the issue on their end:
- Scan to Cloud disaster recovery notice (Wednesday, May 8th, 2024 11:00 (UTC))
Thank you for using our products regularly.
We apologize for any inconvenience caused to our users.
An issue occurred that made Dropbox unavailable during the following times.- From May 1st, 2024 04:00 to May 8th, 11:00 (UTC)
- Scan to Cloud disaster recovery notice (Wednesday, May 8th, 2024 11:00 (UTC))
Hi Jay,
Thanks for coming back to me. Unfortunately Epson gave the same answer as you. "It's not us."
It is not an app, it is a printer scanning to drop box and the connection is setup via an online website of theirs called Epson Connect. The website allowed me to make and authenticate a new connection to drop box. This tells me that Epson seems to have no problem "seeing" drop box but as per the error message it seems drop box is not letting the scanned document in.
It really frustrates me when something works on multiple times a day for days and days on end then just stops !
Also frustrating when one party says it's not us it's them and vicer versa.
I can also see someone else is having the same problem.
- Walter
Dropbox Staff
Hey AST2 & RW71 - sorry to jump in here, but could you let us know if you've tried disconnecting the Epson's integration from your connected apps tab and re-connecting it anew if it's listed there?
Also, have you tried rebooting your computer, printer and internet router since you first noticed this?
I've got the same issue and need advice on how to sort it out. It makes dropbox much less useful if I can't upload scans
I also have the same problem. I have two printer/scaners connected to Dropbox from different locations. Both are not working.
Hey Jay,
This still seems to be an issue for lots of users. I really don't think it is the third party apps issue.
Any thoughts/fixes ?
BenDBXCommunity Manager
Hi Everybody,
Thanks for bringing this to our attention. I've flagged this issue with our Engineering team to take a deeper look. We'll let you know when we have more information to share.
Thanks,
Ben
I just started having the same problem with our three Epson printers. I have tried all of the suggestions with no success. Dropbox and Epson support are both saying it's not their problem.
Same problem. Same timeframe. None of the suggestions worked.
- Same here, tried everything and can’t get it back to work. I own 5 epson scan to cloud printers and all are having the same problem.
Same here - 3 Epson printers connected to Dropbox via EpsonConnect - all stopped working a few days ago. My 2 cents: a new security feature by Dropbox prevents the connection with EpsonConnect. REALLY NEED THIS TO RESUME WORKING NOW!
- I have the same problem with both an Epson and a Brother. It started on May 1. I’m sure it’s on Dropbox’s side. Maybe a security change on the 1st? Very frustrating.
I am have the same issues. It started May 1st in the afternoon - evening. I was able to scan in the morning but when I tried later in the afternoon it gave me an error.
Anyone have a fix?
Thank you
I can confirm the afternoon of the 1st. I'll attach a screenshot of my log. I switched to onedrive to see if it would work, and it is fine. Definitely a dropbox issue.
It looks like there was a security issue with Dropbox sign. It looks like it happened at the end of the month (april) coincidentally. read below. Not sure if this has anything to do with what we are experiencing.
On April 24th, we became aware of unauthorized access to the Dropbox Sign (formerly HelloSign) production environment. Upon further investigation, we discovered that a threat actor had accessed Dropbox Sign customer information. We believe that this incident was isolated to Dropbox Sign infrastructure, and did not impact any other Dropbox products. We’re in the process of reaching out to all users impacted by this incident who need to take action, with step-by-step instructions on how to further protect their data. Our security team also reset users’ passwords, logged users out of any devices they had connected to Dropbox Sign, and is coordinating the rotation of all API keys and OAuth tokens. Please read on for additional details and an FAQ.
On April 24th, we became aware of unauthorized access to the Dropbox Sign (formerly HelloSign) production environment. Upon further investigation, we discovered that a threat actor had accessed data including Dropbox Sign customer information such as email addresses, usernames, phone numbers and hashed passwords, in addition to general account settings and certain authentication information such as API keys, OAuth tokens, and multi-factor authentication.
For those who received or signed a document through Dropbox Sign, but never created an account, email addresses and names were also exposed. Additionally, if you created a Dropbox Sign or HelloSign account, but did not set up a password with us (e.g. “Sign up with Google”), no password was stored or exposed. We’ve found no evidence of unauthorized access to the contents of customers’ accounts (i.e. their documents or agreements), or their payment information.
From a technical perspective, Dropbox Sign’s infrastructure is largely separate from other Dropbox services. That said, we thoroughly investigated this risk and believe that this incident was isolated to Dropbox Sign infrastructure, and did not impact any other Dropbox products.
What happened and our response
When we became aware of this issue, we launched an investigation with industry-leading forensic investigators to understand what happened and mitigate risks to our users.
Based on our investigation, a third party gained access to a Dropbox Sign automated system configuration tool. The actor compromised a service account that was part of Sign’s back-end, which is a type of non-human account used to execute applications and run automated services. As such, this account had privileges to take a variety of actions within Sign’s production environment. The threat actor then used this access to the production environment to access our customer database.
In response, our security team reset users’ passwords, logged users out of any devices they had connected to Dropbox Sign, and is coordinating the rotation of all API keys and OAuth tokens. We reported this event to data protection regulators and law enforcement.
Hello MMarchincin ,
Thank you for your input. This is most probably linked to our issue. I am not sure how you relate to the customer service from Dropbox as your messages indicates "WE". Please keep us posted if you have information on when this will get solved. We are in a mess for efficient work. Thank you.
Today, my Epson Connect can't seem to transfer to Dropbox. It worked yesterday. The big change today was Xfinity sent me a new router/modem, but I connect it with the same SSID and password. Scans to Evernote are working fine, as well as scans to E-mail.
I tried disconnecting Epson Connect from Dropbox, and also deleting it from Epson Connect, and then reconnecting them. Didn't work. The only thing else I can think of is disconnecting for a little while longer, and turning the printer off overnight.
I wanted to see if others are having a problem. I did not have this problem yesterday.
- Mark
Super User II
There have been a few people mentioning Epson (and Brother) issues recently.
It seems like they've done some tweaks/updates which have broken things. I suggest speaking to them as the issue seems to be software related.
Mark - the issue isn't with EPSON or Brother. It's with Dropbox, based on invalidated Oauth2 tokens (JWT, etc.).
