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GP2013 GP Scan Not Saving Settings

I have a client using GP2013 and they heavily use the GP Scan feature to import documents into their billing and time entries. For the most part it works fine, but every once in a while a user will have an issue where they have all the scan settings saved, and have for a long time, but when they try to scan they receive a message stating "Please configure settings before scanning" and the scan will not process. In the past I've gotten around the issue by creating a new login for the user to use when logging in to the remote desktop server, but with the most recent occurrence that trick hasn't worked. I've deleted their profile from both terminal servers, including clearing out registry references to the profile, had them test from different workstations, and no matter what we try the issue remains, so this user has had to have others help with her workload. My department doesn't administer GP itself, there is another vendor that does that, but I'm wondering if this issue is caused by something internal to GP or if it's server issues. Any help from others' past experiences would be greatly appreciated.

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