Obtaining the Device Logs (and SMC) with an SD card

Preparation

Check the date and time that the issue occurred.
Later, when providing the device logs to your technical support, inform the date and time, so that the engineers can find the area of the logs to investigate.
Prepare an SD card and format it.
For the recommended SD card, please refer to the copier service manual.
If the SD card is used for the first time for log retrieval, format it by using SD Formatter from Panasonic: https://www.sdcard.org/downloads/formatter_3/ (free software)

Procedures for obtaining the logs

Turn OFF the main power of the copier.
- Make sure to turn OFF the copier before proceeding the following steps.
- Otherwise, the latest settings on the copier side may not be collected when the SMC is exported to the SD card.
Insert the SD card into the slot on the side of the operation panel or the service slot.
Turn ON the main power.
Enter SP mode.
Specify the date that the issue occurred in SP5-858-101 (Start Date).
The setting must be entered in year-month-day calendar format.
e.g.: March 14, 2017, input “20170314” (yyyymmdd)
Specify the number of days to collect the logs in SP5-858-102 (Days of Tracing).
e.g.: SP5-858-101: “20170314” + SP5-858-102: “2 (default)”
Result: The logs of March 13, 2017 through March 14, 2017 will be obtained.

Execute SP5-858-111 or SP5-858-141 to copy all of the device logs from the HDD and create an SMC file on the SD card.

SP	Collectable Information and/or Logs
SP5-858-111	All of the device information and device logs that are collected by executing the SPs from SP5-858-121 to SP5-858-145, and SMC.
SP5-858-121	Configuration page *2
SP5-858-122	Font page *2
SP5-858-123	Print settings list *2
SP5-858-124	Error log *2
SP5-858-131	Fax information (whether the fax destinations are included or not depends on the setting of SP5-858-103.)
SP5-858-141	All of the following: Controller log, engine log, operation panel log, FCU log, and SMC.
SP5-858-142	Controller log
SP5-858-143	Engine log
SP5-858-144	Operation panel log
SP5-858-145	FCU log

*2 Applicable for Ricoh printers only. These items cannot be obtained when the E-25C is connected to a copier.

After executing the SP for copying the logs (and SMC), wait for a confirmation screen to appear.

[A]: File size
[B]: Period to copy
[C]: Estimated time to copy
[D]: If "Fax Contact" is displayed, it means that the fax destinations will be included in the fax information
[E]: Where the data will be copied

The approximate time it takes to transfer the device log is as follows. Transfer time may be affected by the type or format of the SD card.
Controller device log (GW device log): 2 - 20 minutes
Engine device log: 2 minutes
Operation panel device log: 2 - 20 minutes

If the estimated time is not calculated due to an error, an error code will be displayed.

Error Code

Description

-1

Other.

-2

No SD card is inserted in the service slot or in the SD slot on the side of the operation panel. In this case, insert an SD card into either of the SD slots.

-3

The SD card is locked and is not possible to write any data.

In this case, unlock the SD card.

Wait for the information and/or logs to be copied to the SD card.
After a message stating that the process has completed appears on the operation panel, confirm that the LED light next to the SD card slot is not flashing and then remove the SD card.
Make sure that the SD card access LED is off, then remove the SD card.
- The process of retrieving logs fails in the following cases:
- When the size of the logs to obtain exceeds the amount of space available on the SD card.
- When the SD card is removed while the logs are being copied to it.
- When the SD card is not formatted.
- If ‘failed’ appears on the touch panel display, turn the power OFF, and then recover from step 1 again.
Confirm that the “LogTrace” folder is created in the SD card with sub folders with the following names.
Zip the LogTrace folder to provide it to your technical support.