They could google it, or call Xerox and ask.
If it happens to more than one device, and those devices are different models, it near certainly is someone making changes. Or a particular workflow. For instance, the Connectkey firmwares that are 073.xxx.xxx.34540 all have an issue where if you select a template and scan in less than 2 seconds, the template settings may not correctly apply, it can use the default settings and not the actual template settings. But that was fixed in every firmware after that one specific one.