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Lexmark XM9165

Lexmark XM9165

Failure to open and convert multi-page TIFFs in third party OCR applications

What you will see

When performing an SNF-scan with TIFF Multiple Files selected for Format, the files cannot be successfully opened and converted using various third-party OCR applications.

Setting location: Settings > Apps > Apps Management > Scan to Network > Configure > Scan Destination > Add > Scan Settings.

Additional identifiers

When this problem occurs, the OCR* application becomes unresponsive with one the following possible status messages:

  • Open and converted 100% complete
  • An error occurred when adding the image
  • Converting the images

* Optical Character Recognition

Affected products

This issue was first seen on the MX611dhe using SNF version 4.8.7; however, MFPs with similar firmware architecture may exhibit this issue.

Suggested remedy

A PE-released version of firmware LW50.SB7.P596, or greater, may be available that addresses the issues described above. Please contact Lexmark Technical Support and reference this article ID#SO7874 to inquire about obtaining this firmware.

NOTE: You may be asked to escalate this issue to verify both causation and your printer's configuration settings.

NOTE: When calling for support, you will need to provide your printer model/machine type and serial number (SN). Please be near the products described in this article to expedite the support process and reduce call-back situations.


NOTE: This escalation item number is provided for investigative purposes. To view this item, you will need at least Escalation Reader access to ExtraView.

Audience: Lexmark and Support Partners


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