Seems to be missing information here.
Either they can't scan when logged out because they need an XSA account for scan (Scan won't fail, they can't do it in the first place)
Or they are simply not selecting the template at all, they are using either the default template, or one for scan to home.
The issue they see makes sense out of the context you are providing, but it makes no sense in the context you are providing.
Assuming a relatively new firmware, it can do Wireshark traces itself, and you can just compare the scenarios to see what is up and where it is different
