Collecting Troubleshooting Information

When there is a job error, system fault, or unexpected output while printing a job, collecting the following information can help technical support to provide efficient solutions:

• Explanation of the symptom
  If unexpected output is observed, indicate the problem area with a circle on the output sample.
• Steps needed to reproduce the problem

• Expected result and actual (unexpected or defective) result

• Error messages / codes (if applicable)
• Frequency of occurrence
• Information as listed below:
  
  • If the error occurs only when printing a specific file.
  • If the error occurs only when printing the job in a particular way.
    For instance,
    a) When printing from an application with a printer driver
    b) When importing jobs to and printing from Command WorkStation
    c) When changing settings from Command WorkStation
  • If the customer is using more than two E-24B units, whether or not the same symptom can be observed with more than one unit.
• Environmental information
  
  • Client OS version
  • Printer Driver version (if applicable)
  • Command WorkStation version (if applicable)
  • Application software version (if applicable)
• Configuration sheets of E-24B
  

  

  • The configuration sheet will be automatically included when the Job Error Report is created.

• SMC (Configuration sheets of the copier)
  SP5-992-001 (Import all to SD card) or SP5-990-001 (Print all)
  

  

  • The SMC can be included (optional) when obtaining the Device Logs [Link to Obtaining the Device Logs (Copier)]

  

  • Make sure to shut down and reboot the copier once before importing or printing the SMC. Otherwise, the latest settings on the copier side may not be collected when the SMC is imported or printed.

• Screenshot/picture/movie that shows the steps, symptom or error message/code.
• Archived file, if the symptom occurs with a specific file.
  

  

  • The archived file will be automatically included when the Job Error Report is created.

• Original Source file
  

  

  • The original source file can be included (optional) when the Job Error Report is created.

• A set of following 4 items:
  
  • Job Error Report (E-24B)
    For the procedure of how to create a Job Error report: [Link to Creating a Job Error Report (E-24B)]
  • System Logs (E-24B)
    For the procedure of how to capture the system logs from the E-24B: [Link to Obtaining the System Logs (E-24B)]
  • Device logs (Copier)
    For the procedure of how to capture the Device logs: [Link to Obtaining the Device Logs (Copier)]
  • Date and time that the error/symptom occurred

  

  • The Job Error Report and the Device Logs must be collected at the same time, to improve the possibility of successful problem diagnosis.
  • The error log entries included in the Job Error Report and Device Logs are overwritten after a period of time. To ensure the error logs contain the relevant information, capture these items as soon as possible after the error is observed.
  • Also for smooth and efficient investigation, make sure to provide the technical support with the 3 items as a set.

• Action already taken at the customer site
• Others (comments / requirements / conditions / findings, etc.)