Are these forums just for customers to answer other customers questions
Technically yes.
does someone from Xerox actually look in here?
I work for Xerox and answer the vast majority of posts that get answered it seems, but I do not post here in an official manner, they do not employ me to do so, it just is a personal side project really. This issue applies to a machine I don't have access to, and on a thing I don't actually support (TWAIN), or have documentation on, so my responses on the thread(s) have been, and are, very limited. I apologize, it is just out of my ability.
If you have a maintenance agreement with Xerox, I would call, the team that supports it (The 6015) would certainly be able to source the answer.