You can create a job error report for any jobs in the Held or Printed lists.

  1. In Command WorkStation, select a job in the Printed or Held list.
    • Only one job error report can be created at a time. If multiple jobs are selected in Job Center, the Create Error Report button is not available.
    • If a print job is affected, select the particular job from the Printed or Held list.
    • If the affected print job cannot be found in the list (because an error occurred during processing, etc), select another job in the list. Creating the Job Error Report by selecting another job will also store the latest logs in the zip file, except for Fiery Archived Job (folder).
  2. If using a Windows computer, press Ctrl and right-click the job. If using a Mac computer, press Command and right-click the job.
  3. In the shortcut menu, click Create Error Report.

  4. Enter information about the job error.

    a.

    Enter any comments and additional details in the “Comments” field.

    If possible, write in English.

    It is recommended to include the following information:

    • Date and time error occurred
    • Observed error codes, if any
    • Description of expected result
    • Description of incorrect result
    • Steps for how error occurred
    • Frequency of error (Such as single event, rarely, sometimes, frequently, always)
    • Whether the error has occurred with more than one file
    • Whether the file selected for the report is the same file that had the error.

    b.

    Optional: To include the raster data of the processed file in the report, select Rasters.

    • Normally when creating the Job Error Report without selecting the Raster option, regardless of whether the selected job on the Command WorkStation is RIPped data or not, the data will be automatically archived without the Raster data.
    • The raster data can be useful to include if the file is not processed correctly. However, it may exceed the allowed size of the report. In this case, it may be useful to provide the Raster file separately.
      To provide the Raster data separately:
      1. In Command WorkStation, look for the file that caused the problem.
        If it is already RIPped, it will be in the held job list and will have an icon with an arrow.
        If the job is not yet RIPped (no arrow in the icon), select the job and right-click, and from the short-cut menu, select "Process and Hold". The job is RIPped and an arrow is added to the icon.
      2. Right-click on the job, and from the short-cut menu, select Archive (do not select ‘Server Internal’).

    c.

    Optional: To include the specific color profile, select Color Profile.

    • When the color profiles are included in the Job Error Report, there is also a ‘report.txt’ file created and included. This shows the names of the profiles that were used for the job.
    • The color profile may be useful to include if the issue occurs only with a custom color profile. However, it may exceed the allowed size of the report. In this case, it may be useful to provide the Color Profile file separately.
      To provide the color profile(s) separately:
      If using standard profiles (not custom profiles), there is no need to attach them. If using custom or edited profiles, then they can be exported from the Command WorkStation.
      Select Server > Device Center > RESOURCES > Profiles.
      Just select the particular profile from the list and Export it.

    d.

    Optional: To include the email log in the report, select Email log.

    The email log can be useful to include if the file was submitted by email.

    e.

    Optional: To include the original source file in the report, click Add+.

    The original source file can be useful to include if the job does not process or print. However, it may exceed the allowed size of the report. In this case, it may be useful to provide the original source file separately.

  5. Attach any additional related files to the report.
    The job error report has a maximum file size of 2GB. If the selections and attachment result in a report larger than 2GB, the report size must be reduced, such as by deselecting options or removing additional files.
  6. If the customer considers any print jobs to be confidential, remove the job files before sending the zip file to technical support.
    • If the customer does not wish to provide the original file, then the original file should not be selected or should be removed from the zip file.
    • If the customer does not wish to provide the print job, then the archived job (automatically saved when creating the JER) must be removed.
    • If the customer does not wish to provide the Job Log (which usually contains the Job title and the User name), it should be removed.
  7. Save the Job Error Report.