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[#315564] Fujitsu ScanSnap iX500 fails without proper message

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Date:
2016-12-02 19:00
Priority:
3
State:
Open
Submitted by:
Ben Fuchs (ben-fuchs-guest)
Assigned to:
m. allan noah (kitno-guest)
Category:
backends (drivers)
Group:
None
Resolution:
None
Summary:
Fujitsu ScanSnap iX500 fails without proper message

Detailed description
I also asked on SuperUser [1] for a solution, but I'm certain this is a bug as well.

The Bug is: There is no actual error message. That makes it very hard to find the underlying issue.

I have a Fujitsu ScanSnap ix500. It worked fine four weeks ago, but does not now. I did update my packages several times, so I'm not sure I have the same version of sane then I had before. Previously my scanner was connected through a USB-Hub and now its connected directly.

Here are my versions:
ii libsane:amd64 1.0.25-2+b1 amd64 API library for scanners
ii libsane-common 1.0.25-2 all API library for scanners -- documentation and support files
ii libsane-extras:amd64 1.0.22.3 amd64 API library for scanners -- extra backends
ii libsane-extras-common 1.0.22.3 amd64 API library for scanners -- documentation and support files
rc libsane-hpaio:amd64 3.16.10+repack0-1 amd64 HP SANE backend for multi-function peripherals
ii sane-utils 1.0.25-2+b1 amd64 API library for scanners -- utilities
ii xsane 0.999-3+b1 amd64 featureful graphical frontend for SANE (Scanner Access Now Easy)
ii xsane-common 0.999-3 all xsane architecture independent files

Here is the output when I plug the scanner in (in /var/log/syslog):
Dec 2 19:56:10 mortal kernel: [13664.855366] usb 2-3: new SuperSpeed USB device number 17 using xhci_hcd
Dec 2 19:56:10 mortal kernel: [13664.876063] usb 2-3: New USB device found, idVendor=04c5, idProduct=132b
Dec 2 19:56:10 mortal kernel: [13664.876070] usb 2-3: New USB device strings: Mfr=1, Product=2, SerialNumber=0
Dec 2 19:56:10 mortal kernel: [13664.876074] usb 2-3: Product: ScanSnap iX500
Dec 2 19:56:10 mortal kernel: [13664.876078] usb 2-3: Manufacturer: Fujitsu

Output of scanimage is attached. The only relevant line seems to be:
[dll] sane_open: trying to open `fujitsu:ScanSnap iX500:119468'
scanimage: open of device fujitsu:ScanSnap iX500:119468 failed: Error during device I/O

And this is my problem: I don't get any more detailed info on whats wrong. Someone on some forum suggested this or that solution, but basically we are all just poking around in the dust.

[1] https://superuser.com/questions/1152274/i-o-error-on-xsane-frontend-but-not-on-std-out

Followups: Sort comments antichronologically

Message
Date: 2016-12-02 23:04
Sender: m. allan noah

This sounds like a linux USB problem. Presumably the port your scanner was plugged into previously was controlled by the ehci_hcd controller. The port it is on now is controlled by xhci_hcd. These can be the same port, as more recent kernels prefer xhci_hcd. You need a recent git snapshot of sane-backends, which contains an environment-variable controlled workaround for this problem.
Date: 2017-01-16 21:24
Sender: Ben Fuchs

Yes, seems like USB Problem. I tried to get the sane_backend, but failed to bring it to work.

I finished my scanning task with my old laptop, so - meh.

But the issue stands: The error message is bad.
Date: 2017-05-29 12:50
Sender: Ben Fuchs

Another Info that might be relevant:
http://comments.gmane.org/gmane.linux.usb.general/110579

So, a fix could be an error message like:

"Please activate XHCI Debugging messages with this command ... to get more information."

fwiw: The command given on the site doesn't work on my machine.

Scanning also still doesn't work, current versions:

> ii libsane:amd64 1.0.25-4.1 amd64 API library for scanners
> ii libsane-common 1.0.25-4.1 all API library for scanners -- documentation and support files
> ii libsane-extras:amd64 1.0.22.4 amd64 API library for scanners -- extra backends
> ii libsane-extras-common 1.0.22.4 amd64 API library for scanners -- documentation and support files
> ii sane-utils 1.0.25-4.1 amd64 API library for scanners -- utilities
> ii xsane-common 0.999-5 all xsane architecture independent files
Date: 2017-05-29 14:41
Sender: Ben Fuchs

The original problem went away after I managed to upgrade to 1.0.27 from the sane homepage.

Attached Files:

Attachments:
Size Name Date By Download
32 KiBsane_output.txt2016-12-02 19:00ben-fuchs-guestsane_output.txt

Changes:

Field Old Value Date By
assigned_tonone2016-12-02 23:04kitno-guest
File Added7290: sane_output.txt2016-12-02 19:00ben-fuchs-guest
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