Efi Fiery Firstaid Ig en Us

Fiery® First Aid
A guide for service technicians

© 2022 Electronics For Imaging, Inc. The information in this publication is covered under Legal Notices for this
product.
45231324
17 May 2022 *45231324*
A guide for service technicians 3
Contents
Contents
Introduction .................................................................................7
What's new in this edition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Terminology and conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Before visiting the customer site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Bring these items with you to the customer site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Information required to contact Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Troubleshoot the disconnect and crash issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Troubleshoot a disconnect issue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Troubleshoot a crash, freeze, or hanging issue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Error message - Please Check Fiery Hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
System Updates error codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Other error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
LoadLibraryEX error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Performance problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Fiery Health Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Hardware Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Common hardware problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Hardware does not start or stops responding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Fiery does not turn ON . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Motherboard replacement problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Fiery controller service codes and messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
LED codes of embedded Fiery controllers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
HDD failure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Installing the Fiery QuickTouch system update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Contents
PostScript errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Image quality or color issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Command WorkStation cannot start Device Center, Configure or Fiery ImageViewer . . . 40
Using Fiery Preflight as a troubleshooting tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Missing boot menu options on an external Fiery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Install BIOSblock Updater . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Windows Product Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Troubleshooting License Activation Code (LAC) problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Cannot activate a LAC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Cannot reactivate Fiery Impose, Fiery Compose, or Fiery JobMaster LAC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Cannot open License Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Invalid license . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Restore Fiery Impose, Fiery Compose, or Fiery JobMaster LAC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
LAC information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Helpful tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Performing Backup and Restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Backup recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Using Backup and Restore and Fiery System Restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Using Fiery System Installer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Using bootable USB storage device to restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Platform Utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Backup Fiery Controller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Use Recovery Partition to re-install the Fiery software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Fiery Installer Builder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Managing Fiery Hard Disk space . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Windows disk cleanup best practices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Cleaning the Fiery controller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Tips for Windows domain, active directory, and Fiery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Tips for Windows Updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Escalation criteria for non-reproducible field issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
System Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Contents
Time zone and region settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Save the Configuration page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Windows updates and disk cleanup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Windows 8.1 and Windows 10 Network Discovery settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Fiery server Diagnostic ISO . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Fiery unique password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Obtain unique password for a Windows-based Fiery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Obtain a unique password for an embedded Fiery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Default password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Appendix A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Create a bootable USB drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Prepare USB Flash Drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
How to use a bootable drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Contents
Introduction
Introduction
What is our intent with this document?
• Provide troubleshooting and diagnostic information for common field issues with Fiery hardware and software
• Reduce customer's downtime
• Increase customer productivity and retention
• Prevent unnecessary replacement of parts
• Improve customer perception of reliability of Fiery DFEs
• Improve customer perception of Dealer or Dealer Service Personnel
• Improve customer perception of Partner and EFI
Who is the target audience?
• Field Service Personnel/First Responders

• Partner Support Organizations
What's new in this edition
The following sections are updated in this edition:
Section Link
Service Log example Troubleshooting on page 10.
Technical Support information Information required to contact Technical Support on page

11.
Job Error Report Information required to contact Technical Support on page

11.
Fiery QuickTouch Installing the Fiery QuickTouch system update on page 30.
Execute BIOSBlock Updater Install BIOSblock Updater on page 42.
LAC Issues LAC information on page 49.
Fiery Diagnostic DVD information Fiery server Diagnostic ISO on page 82.
Boot From USB Create a bootable USB drive on page 85.

Introduction
Section Link
Bootable USB drive for recovery purposes How to use a bootable drive on page 86.
Windows Product Key Windows Product Key on page 44.
Terminology and conventions
The following table describes the terminology and conventions used in this document.
Term or convention Refers to
Crash Fiery controller stops responding to input from LCD or keyboard/mouse. Sometimes
there will be an error code on the copier. Also, on the Windows-based Fiery
controllers, if the OS is live, you can access the Windows Desktop, but you see "Exited"
message in Fiery Bar/Fiery Ticker.
Disconnect Fiery controller appears to be online, but Command WorkStation will either not be
connected or processed jobs do not reach the printer.
Freeze or Hang Fiery is completely non-responsive.
Command WorkStation Fiery Command WorkStation
DFE Digital Front End
HDD Hard Disk Drive
SSD Solid State Drive
JER Job Error Report - See Job error report section for more details
LAC License Activation Code
A warning concerning operations that may lead to injury to persons if not performed
WARNING
correctly. To use the equipment safely, always pay attention to these cautions.
Before visiting the customer site
• Make sure you have all the critical patches for the customer’s specific Fiery model.
• Call the customer and get a thorough description of the problem.
• Review your Partner’s support page for any bulletins regarding the customer’s Fiery model. Take note if any
items that may be related.
Introduction
Bring these items with you to the customer site
• USB drive
If Fiery controller is supported by Fiery Installer Builder, drives larger than 32GB are supported. Consult Fiery
Installer Builder User Guide for complete details.
• Diagnostic DVDs for customer’s product
• System Software DVDs and System Software images for customer’s model Fiery controller
• All critical patches for customer’s system
• Laptop
• Ethernet crossover cable
• Digital Multimeter (DMM)
• Screwdrivers (Phillips)
• ESD bracelet (only necessary if you will be handling internal components of the Fiery controller)
• Make sure Fiery Installer Builder is installed on laptop and the required images are either on the laptop or on a
USB drive. For more information on Fiery Installer Builder, see Fiery Installer Builder User Guide available at EFI
Sales Portal.
Note: You must be an employee of an EFI Partner Organization or a Partner Dealership in order to obtain a login
to EFI Sales Portal.
If you experience problems using Fiery Installer Builder, before you report any field issue related to Fiery Installer
Builder, see Fiery Installer Builder on page 65.
Troubleshooting
Troubleshooting
It is recommended to keep a service log sheet with the Fiery controller along with the config sheets for future
reference. Keep the service log sheet in a shared location accessible by the technicians.
Figure 1: Fiery system service log
The following are the recommended steps for troubleshooting Fiery Digital Front End (DFE) functionality issues:
• Check for the product updates.

• Print a configuration page, if possible.
• Is the Fiery controller updated to the latest version of system software?
• If the answer is No, contact your regional Partner support organization for an updated version. Install this
version and test again.
• If the answer is Yes, before you attempt to reinstall the system software, run cleanup.bat.
WARNING Executing cleanup.bat will clear all of the jobs that are resident on the Fiery controller at the
time it is executed. This step should only be taken as a last resort, before reinstalling system
software.
Troubleshooting
If the Fiery controller is freezing, hanging or locking-up, and the problem remains even after a reboot, do the
following:
• Run cleanup.bat.
cleanup.bat can be located at e:\efi\server\spool on most Windows-based Fiery DFEs (System 9 and later).
Many times, simply executing cleanup.bat can restore the Fiery controller to working order.
• Power-cycle: Reboot the controller without any peripheral devices connected (dongles, USB drives, FACI kit,
network cable), and reboot the printer.
• Is the controller fully patched? If the answer is No, run the system updates and install all available patches for the
controller.
• If there is a suspected Hardware issue, reconnect all internal connectors/cables, before replacing any
components.
• Run EFI Diagnostic CD.
EFI has a series of hardware diagnostic DVDs/CDs available for Windows-based Fiery controllers. These will test
the controllers for hardware malfunctions and gives an indication if an error is found. The ISO images can be
obtained from the regional Partner support organizations, or download from EFI Sales Portal. For more
information on ISO images, see Fiery server Diagnostic ISO on page 82.
• If none of the previous steps resolve the issue(s), reinstall the system software.
• Check EFI Communities for similar reported issues. www.communities.efi.com contains information on both
known and unknown issues. Also see EFI Sales Portal and Fiery Command WorkStation Help.
EFI Communities Article Link - https://communities.efi.com/s/article/The-Troublesooting-Process
Note: Both EFI Technical Support and EFI Engineering act as moderators on Communities.
Information required to contact Technical Support
• Fiery product name, version, and printer/copier model to which the Fiery is connected.
• Configuration page. For more information, see Save the Configuration page on page 75.
• A clear description of the observed issue. If the issue is related to a specific error, include a screen capture or the
exact error message. Provide clear steps to reproduce the problem or history of events that took place leading up
to the problem.
For example, if Fiery stops working, check if you have done the following:
• Applied all available patches and tested again.

• Disabled all unused network protocols and IP ports.
• Reinstalled system software.
• Problem persisted, so ran hardware diagnostic and no hardware issues found.
Note: EFI Support makes recommendations based on the information that you share. Incorrect details result in
delays in resolving the issue. Make sure that you provide accurate information to receive timely assistance.
Troubleshooting
• Is the issue related to one specific file or one specific type of file?
Ask the customer for a test file which shows the issue. Any additional information that can be used to investigate
the issue.
• Note down the frequency of the issue.
Does the issue occur always, frequently, or rarely.
• Are there specific circumstances required to trigger the issue? (Do specific settings in job properties trigger the
issue?)
• Collect Job Error Report.
If the issue is not related to a specific job, the JER will still be useful because it will include logs from the Fiery. To
generate a Job Error Report, on a Windows computer, press Ctrl and right-click the job. On a Mac computer,
press Command+Ctrl and right-click the job.You can add comments to the report in addition to native file.
The Job Error Report (JER) will be from the printed queue of the file which was printing when Fiery disconnects.
Note: The Job Error Report should only be collected when the Fiery server is in an idle state and not while it is
processing a job.
Create a Job Error Report (JER) by performing the following steps:
1 Right-click the file in the printed queue while pressing the Ctrl key.
2 The Create Error Report window appears.

Troubleshooting
3 Enter the comments and add any attachments, if required.

4 Save the zip-file to your preferred location.
Troubleshoot the disconnect and crash issues

When reporting an issue related to disconnect or crash, specify whether the issue is one of the following:
• A link broken between server and printer: “check power and cable” message.
• Between server and network: Fiery does not respond to ping from client system.
• Between server and Command WorkStation or server and client: Command WorkStation will not connect to
Fiery but Fiery still responds to ping from same client system.
• System freeze/hang or crash
Note: Fiery disconnecting items listed above can also be caused by a crash. For more information, see the section,
Troubleshoot a crash, freeze, or hanging issue on page 15.
Troubleshoot a disconnect issue
1 Follow the steps in Troubleshooting on page 10.

2 Check the connectivity between the Fiery and the copier. Verify that the Fiery icon is available on the LCD panel
of the copier.
3 Verify that you can ping the Fiery from a client computer on customer’s network. If not, confirm the Fiery
controller has the correct IP address with the customer’s IT staff. Verify the LED activity on the Ethernet port
(Labeled LAN) on the Fiery controller.
4 Try rebooting the Fiery, and then try to ping the Fiery again.
5 If the problem persists:
a Verify if the Fiery server is displayed in Command WorkStation.

b If the Fiery server is not displayed in Command WorkStation, but the Fiery responds to a ping, be sure it is
actually the Fiery that is responding to the ping and not a duplicate IP. Test this by disconnecting the Fiery
from the network and running the ping command again. If nothing responds when the Fiery server is
disconnected, a duplicate IP is not a problem.
c Reboot the Fiery.
6 Try connecting to Command WorkStation from a laptop.
a If the Fiery server is still cannot connected, verify that the Fiery server can be accessed through WebTools
(enter IP of the Fiery server in a browser on the client system.
b Verify whether the Fiery server is accessible this way.
7 If it becomes necessary to escalate to your Partner Support Organization, ensure to include all relevant
information, as detailed in the section Information required to contact Technical Support on page 11.
EFI Communities Link: https://communities.efi.com/s/article/Troubleshooting-Disconnect-Issues
.
Troubleshoot a crash, freeze, or hanging issue
1 Follow the steps in the Troubleshooting on page 10 section.

2 Determine the exact scenario that caused the issue.
• Does it happen only when printing a specific file type?

• Does it happen only when specific job options are set?
3 Determine if the problem is reproducible outside of the customer environment, such as in a dealer demo room.
4 If it becomes necessary to escalate to your Partner Support Organization, ensure to include all relevant
information as detailed in the Information required to contact Technical Support on page 11 section.
Error message - Please Check Fiery Hardware
Error message - Please Check Fiery Hardware

"Please Check Fiery Hardware" message appears in Command WorkStation, Fiery Ticker, and copier LCD.
Possible causes for the "Please Check Fiery Hardware" message are:
• Network port is physically damaged.

• Network driver is disabled.
• Wrong system software has been installed.
• Wrong BIOS chip is installed on the motherboard.
On the newer Windows-based Fiery controllers, this means that the BIOS has been damaged or there is a mismatch
between the Product ID information in the BIOS of the Fiery and the System Software installed on the HDD. This
can happen if the Motherboard and HDD were replaced at the same time or if motherboard was replaced and the
system software was reloaded before the motherboard was properly installed (using the service dongle).
The Motherboard could be faulty if the problem occurs with all of the following:
• Motherboard was not loaded previously

• Correct system software version
• Network driver is not disabled
EFI Communities Link - https://communities.efi.com/s/article/Why-am-I-seeing-Please-check-Fiery-hardware-
message.
System Updates error codes
System Updates error codes

Sometimes when using System Updates on external controllers, the update process fails with the following error
codes:
#1 = General or Unknown error.
#2 = Internal Error
#3 = Out of Memory.
#4, #5, #6, #7, #8 = Internal Error.
#9,#10 = Error connecting to the server. Please check Internet connection and/or Proxy settings.
#11 = Unable to write on disk.
#12 = Error installing update.
#13, #14, #15 = Server is Busy. Please try later.
#16, #17, #18, #19 = Internal Error.
#20 = Number of installations exceeded the allowed limit. – System Updates allowed limited number for failure
when installing the same patch.
#21 = Failed connect to server, host not found.
#22 = Failed connect to host, connection timeout.
#23 = Failed connect to host, host refuse to connect.
#1000 = Server error: unknown error.
#1001 = Server error: database error.
#1002 = Server error: product ID not found.
#1003 = Server error: Registration required prior to download.
#1004 = Server error Software list creation failed.
Other error messages
Error! Cannot run System Updates, service is not running!

Automatic download failed!!! – For one of the patches.
Service Error: Failed to read preferences.
Service Error: Failed to set preferences.
Current user doesn't have an administrator rights. Please logout and login as an administrator user!
Service Error during installation:
Service Error: Failed to restart the service after installed patches –
SystemUpdates had to restart the Fiery service after finished to installed and failed to do so.
EFI Communities Links:
• https://communities.efi.com/s/article/Errors-when-using
• https://communities.efi.com/s/article/Ports-needed-to-run-Fiery-System-Updates
• https://communities.efi.com/s/article/Fiery-Updates-feature-in-Fiery-Command-WorkStation-6
LoadLibraryEX error
LoadLibraryEX error
This error occurs when the printer driver is damaged, or there is more than one Fiery driver installed and one of
them was incorrectly removed.
To resolve the LoadLibraryEX error, perform the following steps:
1 Use the Printer Delete Utility to remove the problematic printer driver (you may be prompted for administrator
credentials).
2 After removing the problematic printer driver, install the latest driver for this version of Fiery product from the
EFI website.
Performance problems
Performance problems
Slow performance can be hardware or software related. In some instances, simply applying the latest OS updates can
resolve certain performance issues such as slow performance of Job Properties in Command WorkStation. See also
Managing Fiery Hard Disk space on page 66.
• An irregular failure of the CPU fan can cause the CPU to run hot which causes system to stop responding or very
slow performance.
• Allowing too many processes to be running in the background can also cause slow performance. For example,
running a virus scan while trying to process a graphics-intense print job. See section on anti-virus software.
The following is a list of possible reasons for the slow processing of jobs at Fiery. This assumes that the print job was
successfully transmitted from the client system.
• Board or cable connections are loose or faulty

• CPU is overheated or faulty
• Missing or faulty DIMM(s)
• Motherboard is faulty. for more information, see Hardware Issues on page 22.
• System software is corrupted
Possible solutions for slow performance:
• Recheck all cables and connections.

• Make sure that the CPU is firmly seated in its socket and that the fan cable is connected to the motherboard.
• On Windows-based Fiery DFE, try executing cleanup.bat. For more information, see Troubleshooting on page
10.
• If the problem persists, restore the backup, or reinstall the system software.
• Check for missing or faulty DIMM and reseat the DIMM to remove any oxidation on the connector.
Note: DIMMs must be installed in matched pairs. A matched pair is comprised of two alternate sockets. DIMMs
within a pair must be identical (same capacity and same number of chips on each side). For example, in a two-
DIMM configuration, populate DIMM 1 and DIMM 2 with DIMMs of identical capacity, with the same number
of chips on each side.
• If the problem persists, you may need to replace the motherboard (see the Installation and Service Guide for
exact steps).
Fiery Health Monitor

Benefits of Fiery Health Monitor
• Helps to maintain your Fiery server in its most efficient condition to face the demands of a production print
environment.
• Keeps track of the overall system health.
• Presents a list of preventive actions to bring the Fiery server back to a healthy green state.
• Guides administrators to perform the server maintenance procedures.
• Offers best practice recommendations.
Maintaining the Fiery server health

Fiery Health Monitor helps to keep your Fiery server healthy by:
• Indicating whether Fiery software updates are up to date.

• Using Archive Manager (when enabled)
• Performing scheduled or manual backups
• Monitoring the Fiery HDD capacity levels
• Restarting the Fiery server
• Suggesting tips & tricks
Hardware Issues
Hardware Issues
A hardware issue is failure of any of the physical components of the Fiery server.
Note: Before replacing any hardware component, make sure that replacing components will solve the issue. Consider
the complaint and the components involved in processing a job and sending the job to the printer. For example, if
the customer complaint is about a color issue, do not replace the HDD. For a no-boot issue, do not replace
components before attempting to reinstall the system software.
The following components result in hardware failure:
• CPU
• Performance issues (rarely)
• No response
• Boot failure
• Electrical - Power supply
• System does not turn ON
• System does not stay ON
• HDD/SSD
• Booting issues
• Stops responding
• Mechanical - connectors, cables, and fans
• Cable is disconnected
• Irregular disconnection of components
Note: This type of issue can also appear as disk failure, bad power supply, bad video board, failing CPU
(intermittent electrical connection of fan).
• Memory
• RAM failure (Not very common on Fiery)
• Video I/F Board – Digital lines
• Unable to connect to copier
• Extreme ‘Stepping” in gradations negative image
• Solarization - Extreme contrast
Hardware Issues
Note: All these issues could also be software related, so troubleshoot the software before replacing parts.
Common hardware problems
This section has information to troubleshoot the common hardware problems.
Hardware does not start or stops responding

Following are the reasons if a hardware does not start or stops responding:
• Motherboard or BIOS failure.

• Boot by connecting a monitor to the Fiery controller.
Note: Most embedded Fiery controllers have SVGA display connector on the back.
• Try reconnecting all internal connectors.
• Verify if CPU fans are turning.
• On the Windows-based Fiery controllers, run the Fiery Diagnostic utility CD. If you do not have this CD, you can
obtain it from your Partner support organization as an ISO image.
• With the monitor attached, observe how far the system boots before it stops responding. If the OS starts to load
but stops after a certain point, the problem could be system software or HDD, but not motherboard. Try
reinstalling system software at this point. If system software reinstall is unsuccessful, check the HDD and
installation media.
• https://communities.efi.com/s/article/Troubleshooting-Fiery-Issues
• https://communities.efi.com/s/article/Troubleshooting-Disconnect-Issues
Fiery does not turn ON
Note: In the following steps consider that the starting up message does not appear on the display (or copier LCD) of
a Fiery controller.
Check these items in the following order:
1 On Windows-based Fiery controller, verify that the power switch on the back of the Fiery is in the ON position.
Then press and release the power button on the front of the unit.
Note: Some embedded Fiery controllers also have a soft power button which needs to be pressed in addition to
moving the rocker switch to the ON position.
2 If connected to a surge protector or an AC power strip, verify that the power switch for the power strip or surge
protector is in the ON position, and verify power on the power strip or surge protector.
3 Verify that you can hear the fans turning in the unit and the check if LCD back light (or 7-segment LED display
on embedded Fiery) is illuminated.
4 If you do not hear the fans turning, check if the Fiery power cable is connected to an AC source.
Hardware Issues
5 Reconnect all the internal connectors.

6 Check the power switch.
7 Check the power supply.
EFI Communities Link: https://communities.efi.com/s/article/Fiery-Won-t-Power-On.
Motherboard replacement problems

The most common motherboard replacement problems:
• Replacing both motherboard and HDD simultaneously.

• Replacing the motherboard and immediately reinstalling the system software. Contact EFI technical support and
request for a BIOS Block update.
This will require the following:
1 Send a picture of the serial number and part number of the Fiery (on the silver plate on the back of the Fiery).
• Part Number Example: 45129241

• Serial Number Example: R00255484
Also, provide the Mac Addresses for both Ethernet adapter on the Fiery DFE. To obtain the Mac addresses, open a
command prompt then execute the DOS command ipconfig /all.
Examples of the physical addresses of both Ethernet adapters are:
• Mac#1 A0:42:3F:37:66:68
• Mac#2 A0:42:3F:37:66:69
Figure 1:Example of the output of ipconfig/all command:
Hardware Issues
Fiery controller service codes and messages

Each Partner has a different set of error codes that the printer may display if communication with the Fiery
controller is broken. To obtain a list of these codes, contact your Partner support organization.
Troubleshooting these codes is similar to trying to isolate a crash on the Fiery.
• Make sure all available patches are applied and ensure that the connection to the printer is not physically
damaged (bad cable, failing I/F board in printer).
• Run the hardware diagnostic DVD on Fiery controller. Verify that the printer firmware is updated.
LED codes of embedded Fiery controllers
Symptom Possible cause Suggested action
LED codes
Hardware Issues
Note: If the Fiery server is turned ON and stops responding on a diagnostic code, first perform the following actions to see if
they fix the problem:
1 Press and hold the power button on the Fiery server for five seconds until the green light turns OFF and the system powers
OFF.
2 Wait for another 30 seconds.
3 Press the power button one time to restart the Fiery server.
4 Wait approximately five minutes to see if the Fiery server reaches an idle state.
5 If the problem persists, make sure that you have reseated internal cable connections and verified system components.
6 If the problem persists, see the code/symptom and suggested actions in the following pages.
00 When the Fiery server is idle and in

1 Check and reseat all cable connections between the
operational mode, the LED display
Fiery server and printer.
shows 00.If the LED display shows CO,
but the system is not functioning 2 Make sure that the Fiery server service switches are set
properly, one or more of the following to OFF.
may be the cause of the problem:
3 If the server date/time cannot be set or responds
• Faulty connection between the Fiery slowly, replace the battery on the motherboard, and
server and the printer then update the date/time in Server Setup.
• Service switches are set to an 4 Shut down and open the Fiery server, and do the
incorrect mode following:
• Improper service board cable
Reconnect the power and data cables to the HDD.
connection
Make sure that the data cable is connected to the
• Corrupted system software proper connector on the motherboard.
• Missing, faulty, or dead battery 5 Reinstall system software.
• Corrupted BIOS settings on the 6 If no airflow or fan noise is evident at the vent holes of
motherboard the chassis where the chassis fan is located, replace the
chassis fan.
• Missing or faulty chassis fan
7 Replace external cables, one at a time.
• Faulty CPU and/or CPU cooling
assembly 8 Check and reseat the CPU cooling assembly.
• Faulty HDD or HDD connection 9 Replace the CPU cooling assembly.
• Faulty motherboard 10 Replace the CPU.
11 Replace the HDD data cable.
12 Replace the HDD.
13 Replace the motherboard.
A7, A8 Possibly one of the following:

• Faulty motherboard
2 Replace the CPU.
• Faulty or missing CPU
Hardware Issues
3b, 50, 52, El Possibly one of the following: Replace the motherboard.
• Missing or faulty DIMM
55 Possibly one of the following:

1 Check and reconnect the DIMM.
• Missing or faulty DIMM
2 Replace the DIMM
3 Replace the motherboard

FF Possibly one of the following:

(during the startup, • Faulty motherboard
2 Replace the CPU.
Fiery server stops
responding • Faulty or missing CPU
Note: FF displayed after the Fiery server becomes idle
displaying FF) or shortly at the startup does not indicate an error
status.
Any other code that

the system displays
• Faulty motherboard 1 Make sure that you reconnected the internal cable
connections and verified system components.
and stops
responding before 2 Replace the motherboard.
reaching the idle
state.
22
• Faulty DIMM 1 Power OFF the system.
2 Disconnect the AC power cable.
3 Remove the DIMM.
4 Using compressed air, remove dust from the DIMM

slots on the motherboard.
5 Verify that the contacts on the DIMM(s) are clean. If

necessary, gently rub a clean pencil eraser over the
contacts few times.
6 Reconnect the DIMM.
7 If problem persists, replace the DIMM(s).
8 If problem persists after replacing the DIMM(s),

motherboard could be faulty.
9 Before replacing motherboard, reconnect all the

internal connectors.
Hardware Issues
AA Before attempting to reinstall the system software or

replacing any hardware:
1 Disconnect power and, reconnect all connectors and

components.
2 Check if the Fiery controller will boot to the idle state.
3 If the problem persists, force a CMOS clear by

disconnecting the power cable and copier IF cable.
4 Remove the CMOS battery (the small coin-sized

battery) for 5 minutes.
5 Place the battery in its original position and reconnect

the copier IF cable and the power cable.
6 Boot the Fiery controller again.
If the problem remains after the above steps, there could be

motherboard, CPU, or memory failure.
A0 If problem is resolved at any step, do not proceed with the

• Faulty CPU or DIMM.
other steps.
1 Carefully reconnect the DIMMs.
2 If problem persists, confirm if the CPU is connected

properly and the cooling fan is turning normally.
3 Replace the DIMMs.
4 Replace the CPU.
11
• Faulty DIMM or motherboard. 1 Replace DIMM(s).
2 If the problem persists, replace the motherboard.

• Faulty motherboard.

• Faulty motherboard.
Hardware Issues
AE If the problem occurs while reinstalling the system

• Motherboard booting issue.
software, check the following:
• If the dual in-line package (DIP) switch position is

correct and also, if there is any damage to it.
• If the software is installed properly in the USB flash

drive.
If the problem occurs during an operation, check the

following:
• If the DIP switch position is correct and also, if there is

any damage to it.
Note: Your Fiery model may be slightly different. Refer the Installation and Service Guide (I&SG) for your specific
Fiery product. If you do not have the I&SG, contact your Partner support organization.
Backup and Restore LED codes
LED codes
EE -> 44-> EE -> The USB device may have a corrupted

1 Run Windows Disk Error Check on the USB device.
44.... image file, or the hard disk drive cannot
be accessed. 2 Prepare the USB device again using the Fiery USB
Setup tool.
3 Use another computer with an external connection to

format the hard disk drive, if the installer cannot write
to the hard disk drive.
4 If the above actions do not work, replace the hard disk

drive.
EE -> 43-> EE -> Faulty HDD. Replace the HDD.

43....
Restore process
failed to format
HDD.
System Software installation LED codes
LED codes
Hardware Issues
EE -> 02-> EE -> You are attempting to install the wrong -

02.... software on this Fiery controller.
EE -> 09-> EE -> Missing Hard Disk Drive.

1 Check HDD and connections.
09....
2 If problem persists, replace the SATA cable.
3 If problem persists, replace the HDD.
EE -> 43-> EE -> Faulty HDD. Replace the HDD.

43....
Failed to format the
HDD.
EE -> 44-> EE -> The USB device may have a corrupted

1 Run Windows Disk Error Check on the USB device.
44.... image file, or HDD cannot be accessed.
2 Prepare the USB device again using the Fiery USB
Setup tool.

format the hard disk drive, if the installer cannot write
to the HDD.
4 If the above actions do not work, replace the HDD.
EE -> 45-> EE -> Faulty HDD.

45...
format the HDD.
Failed to install
boot loader. 2 If the issue is not solved, replace the HDD.
HDD failure
If you suspect a HDD failure, do not replace the HDD and the motherboard together.
Use the Hardware Diagnostic DVD. If HDD needs to be replaced, use correct part number for that specific HDD
provided by your Partner.
Installing the Fiery QuickTouch system update

This section describes how to install or update the Fiery QuickTouch software. Also, this section discusses the
troubleshooting procedure for the Fiery QuickTouch.
DANGER The Fiery server contains hazardous moving parts. When servicing the Fiery server, keep away from
moving fan blades.
Hardware Issues
Install the Fiery QuickTouch system update
The Fiery QuickTouch software will be updated automatically if the Fiery server has access to the Internet or if the
Fiery update is activated. Install the system updates when you encounter the following:
• The Fiery QuickTouch is not responding.

• You replaced the Fiery QuickTouch with a new one.
Install the Fiery QuickTouch system update
Follow the instructions below when the Fiery server is powered on.
1 Make sure that the Fiery server is Idle.

2 From the monitor connected to the Fiery server, or from the Remote Desktop Connection session, locate the
folder that includes the system update image file, by following the steps below:
a Browse "C:\Glance\image\NX-<version_number>-system_update" folder. The image file is available in this

folder if the Fiery QuickTouch software installation was incomplete, or if the image file is downloaded but not
yet installed.
b If the above folder is not found, go to "C:\Glance\image_backup" folder. Copy "NX-<version_number>-
system_update" folder and paste it in "C:\Glance\image".
3 The Fiery server detects the update file and starts the update process. Wait until the Fiery QuickTouch update
process completes and the Fiery QuickTouch reaches Idle state.
Note:
While updating the Fiery QuickTouch, the Fiery Ticker displays “Exited” on the status bar. Once the update is
successful, Fiery Ticker displays Idle on the status bar. The update process may take approximately 10 to 15
minutes to complete.
If the update process is not complete and the Fiery Ticker continues to display “Exited” on the status bar, proceed
with step 4 on page 31 to complete the update process manually.
4 (For NX Pro/NX Premium): Rotate the Fiery QuickTouch display module 45 degrees so that the pin hole
(download button) in the bottom becomes accessible.
(For NX One): Open the left side panel, and access the download button under the Fiery QuickTouch panel on
the upper right corner of the chassis front.
Hardware Issues
Figure 2: Reset and download buttons on NX Pro/Premium
1 Reset button
2 Download button, only accessible when the Fiery QuickTouch is rotated about 45 degrees
Figure 3: Reset and download buttons on the Fiery QuickTouch
1 Reset button (requires pin)

2 Download button, accessible when the front panel is removed
5 (For NX Pro/NX Premium): Using two paper clips, press the download button.
(For NX One): Remove the screw attached to the download button (set aside the screw so you can re-attach it
later), and press the download button to the up.
6 While pressing the download button, press the reset button on the right side next to the USB ports. The Fiery
QuickTouch system enters the download mode.
7 In “C:\Glance\image\NX-<version_number>-system_update” folder, double-click the “flash.bat” file.
8 Wait until the Fiery QuickTouch completes the installation and displays the Home screen. This may take
approximately 10 to 15 minutes.
Hardware Issues
9 Once the installation is complete and Fiery QuickTouch displays the Home screen, secure the download button
with the screw you removed at step 5 on page 32.
10 Reassemble the Fiery server and verify its functionality.
Troubleshooting the Fiery QuickTouch
When you experience problems with the Fiery QuickTouch, follow the procedures below to collect logs or
troubleshoot.
To collect logs on the FS200 and FS300 systems, do the following:
1 Log on to the Fiery server.

You can log on to the Fiery server with a monitor, keyboard, and mouse, or from a client computer with Remote
Desktop.
2 On a web browser, type the following URL:
http://10.10.100.2:8080/getlog
Note: You may need to either add the URL to your trusted sites list, or set the URL to bypass proxy depending on
your network security settings.
3 Save the log file to your local system.
Click File > Save.
To collect logs on the FS350 or later system (when the Fiery QuickTouch is active), do the following:
1 Log on to the Fiery server using the Command WorkStation.

2 Press and hold the Ctrl key and right-click a job. Select Create Error Report.
3 Click Save.
4 Specify the filename and the location, and click Save.
You can send the log to your authorized service/Support Center.

To collect additional logs, do the following:
1 Log on to the Fiery server.

You can log into the Fiery server with a monitor, keyboard, and mouse, or from a client computer with Remote
Desktop.
2 Copy the following files and send them to your authorized service/Support Center.
C:\Glance\GlanceUpdatesMonitor\daemon\glanceupdatesmonitorservice.out.log
C:\Glance\GlanceUpdatesMonitor\daemon\glanceupdatesmonitorservice.wrapper.log
To troubleshoot the power-up or reboot problems, do the following:

If the problem occurs at power-up or reboot, verify that:
• The Fiery QuickTouch cables are connected firmly. (see the Installation and Service Guide).
• The Fiery QuickTouch is turned on and functional.
Hardware Issues
• The system does not hang, and no error messages occur before the system reaches Idle.
• After the system reaches idle, the Fiery QuickTouch screen has functionality.
If the Fiery QuickTouch does not power-up after a reboot, do the following:
• Check the Fiery QuickTouch cable connections (see the Installation and Service Guide).
• Reset the Fiery QuickTouch: Press the reset button on the Fiery QuickTouch through the pinhole, and hold the
button down for two seconds.
• Shut down the Fiery server, wait for 5 minutes, and then power on the Fiery server by pressing the power button
on the right side of the Fiery QuickTouch.
• If the problem persists, install the Fiery QuickTouch software update, see Install the Fiery QuickTouch system
update on page 31.
Error messages
Printlink server supports rasterpack jobs only
Symptom: On embedded Fiery servers, when you right-click jobs in printed queue in Command WorkStation,
"Printlink server supports rasterpack jobs only" error message is displayed.
The internal test pages of fiery will be printed properly. But when you print the Configuration page, many optional
packages such as, Fiery Graphic Arts Package, Premium Edition, Data Center Package etc. will be enabled.
Cause: Security chip failure. Sometimes this chip is referred as Key chip or Crypto chip.
Resolution: Replace the security chip.
Details: Escalate this to EFI through the Partner Technical Support. Information required from the technician
onsite is Fiery serial number, part number, model number, and the manufacture date. All the required information is
found on the sticker on the back of the Fiery case.
EFI prepares a replacement chip and sends it to the technician. You can easily replace the chip by inserting the chip
into the socket.
The motherboard ME jumper is in the wrong position
Symptom: During Fiery installation of NX Pro models, "The motherboard ME jumper is in the wrong position" error
message is displayed.
Hardware Issues
Cause: The ME Jumper (J2) is in the wrong position.

Resolution: The ME jumper is intended for the factory to flash the bios version/firmware. The normal position
should be pin 2-3 closed. Move the jumper on location J2 to pin 2-3 for normal operation.
1 Ensure that the jumper is in the correct position and that AC power has been removed from the system.
Note: While removing AC, unplug the power cable from the AC outlet, wait for 30 and 45 seconds untill the
green motherboard power presence LED goes OFF.
2 After the AC power is OFF for the required amount of time (30 and 45 seconds), power ON the system and
install the software.
Background information: The ME jumper, labeled ME Header is located near the lower bottom of the
motherboard edge. The software correctly detects the position of the jumper. The Intel Management Engine (ME)
jumper position is only sampled when AC power is applied to the system. For example, moving the jumper when the
system is OFF, but connected to AC power will have no effect.
Hardware Issues
Invalid Platform
Symptom: When installing System Software on a Fiery controller, the Invalid Platform error may occur.
Cause: If you have confirmed that the System Software DVDs are a correct match for the Fiery model, a hardware
issue may have caused the mismatch. For example, one of the DIMMs may have failed which would cause a memory
mismatch, or one of the hard drives in the RAID array on a Fiery with QX-100 hardware may have failed.
Resolution: Use the Diagnostics DVD that is included with the Service Kit for the Fiery to determine if there is a
hardware issue.
Important: Ask if the motherboard has been replaced. If the motherboard has been replaced, check for the presence
of a motherboard enablement dongle. The motherboard enablement dongle enables troubleshooting and allows the
technician to see if the replacement motherboard fixed the issue. If replacement motherboard did fix the issue, the
technician can use the Fiery Options CD to activate the motherboard and use the dongle. If the replacement
motherboard did not fix the issue, the technician can use the original motherboard and continue troubleshooting.
Note: If the enablement dongle is attached to the motherboard, the motherboard may be used indefinitely without
activating.
If a technician does not activate the motherboard after replacing it, and if the system software is reinstalled, the
Invalid Fiery Platform error message will be displayed until the motherboard is activated.
EFI Communities Link - https://communities.efi.com/s/article/Invalid-Platform-error-occurs-when-installing-
System-Software.
Hardware Issues
Why use EFI Certified Memory?
EFI Certified Memory is required to avoid voiding the Fiery server warranty. EFI tests the EFI Certified Memory used
in the Fiery servers to ensure correct performance. The EFI Certified Memory is industrial grade memory that is
consistently built, with the same certified components.
Not all memory is created equal. Many consumer memory part numbers do not use consistent components, even if
the published specification is the same. Changes in memory components can cause performance and compatibility
issues in Fiery servers. Mismatched or incompatible memory can cause Fiery server problems such as: performance
issues, blue and black screen issues, boot issues, and the server potentially not recognizing the correct memory size.
Some of these incompatible memory problems can be very difficult to debug, and might appear as a Fiery software
issue. EFI tests and validates EFI Certified Memory to avoid these problems.
For more information, see https://www.efi.com/products/fiery-servers-and-software/fieryproduction- solutions/
fiery-server-memory/supported-printers/.
PostScript errors
PostScript errors
Symptom: PostScript errors are displayed when printing a job.
These error occur when the PostScript code cannot be processed by the Adobe PostScript Interpreter of the Fiery
controller. PostScript errors are not hardware related. The following is an example of a PostScript error:
PS Error Example; %%[Error: ; OffendingCommand: ]%%
PostScript errors can be found using the following steps:
1 Print a different job, such as a Windows Printer Test Page, using the same printer driver.
2 If the problem is still reproducible, test the internal prints of the Fiery controller by printing a Fiery configuration
page to make sure the same PostScript error does not occur.
3 If the problem does not occur when printing a different job such as Windows test page, it could either be an issue
with the file, the print driver, or the client system.
4 If the same PostScript error occurs when printing internal pages of the Fiery, reinstall system software.
5 If the internal Fiery prints without error, print the job to a file using the Print to File function of the application
used to create the job.
6 Use the latest available version of Acrobat Distiller to process the PostScript. If a similar error occurs, the
problem is with the source print job and not the Fiery controller.
7 If no PostScript error occurs when processing the PostScript with Distiller, try printing other PostScript jobs of
similar composition to the Fiery controller.
8 If the jobs do print properly, the Fiery may need further attention. Make sure all the current patches are applied.
9 If the Fiery is fully patched and the problem persists, open the native file in the application from which it was
created. Look for complex artwork and multiple layers.
10 Try printing one page at a time. This could be difficult if the job is very large, and see if the error occurs on each
page.
11 If the error occurs, look for elements that are common to each page, then remove the elements one at a time.
Print the job after each element is removed
Note: Make sure you make a backup of the native file before doing this.
12 Identify which element seems to be causing the problem.
13 Open the original image file in an application such as Adobe Photoshop and save the image in a different format.
14 Place the image with the new format into the native job and try printing again.
EFI Communities Link: https://communities.efi.com/s/article/Why-am-I-getting-a-PostScript-Error

For detailed information about PostScript errors, visit
https://helpx.adobe.com/x-productkb/global/troubleshoot-postscript-errors.html
Image quality or color issues
Image quality or color issues

Sometimes, the output does not match the color expectation or the output is incorrect.
In such cases:
• Ensure that the printer is functioning properly.

• Test the printer and service if necessary (see the service documentation that accompanies the printer). Check the
following:
• Print using a scanner.

• Copy and print a black & white/color document with satisfactory results.
• Print using an appropriate loaded driver.
• Access the Fiery Icon on the printer control panel and navigate to Print Pages > Print PS Test Page. If the
printed test page looks bad, proceed to recalibration process.
Command WorkStation cannot start Device Center, Configure or Fiery ImageViewer
Command WorkStation cannot start Device

Center, Configure or Fiery ImageViewer
Device Center, Configure or Fiery ImageViewer may not start in Command WorkStation because of the Firewall
settings on your client computer.
The following is an example from Norton Firewall. Under the Program Control settings, Device Center is blocked.
This will prevent Device Center from starting.
If the problem persists even after verifying that the Firewall is not blocking these Command WorkStation
components, uninstall the Fiery Command WorkStation Packageand then perform a fresh installation.
Other third-party firewall applications may have similar settings. Check with your software vendor for more
information.
EFI Communities Link: https://communities.efi.com/s/article/CWS-cannot-launch-Device-Center
Using Fiery Preflight as a troubleshooting tool
Using Fiery Preflight as a troubleshooting tool

Fiery Preflight generates a report of errors as well as information about a job, security settings, page size, and color
spaces.
It is a tool to catch errors before a job is sent to the printer. It is also useful in troubleshooting some problems in jobs.
Fiery Preflight can check for the following categories of errors:
• Fonts - Missing fonts and Courier font substitution.

• Spot Colors - Missing spot colors.
You can add missing spot colors in Command WorkStation Spot Colors.
• Image Resolution - Image resolution less than a specified value.
• VDP Resources - Missing VDP resources.
You can specify the number of records to check, to prevent a potentially long processing time.
• Hairlines - Line thickness less than a specified value.
• Overprint
• PostScript - PostScript errors (also, see section on PostScript Errors on page 38).
The following file formats are supported for Fiery Preflight:
• PostScript
• PDF
• EPS
• PPML
• Creo VPS
• PDF/VT
Note: TIFF and PCL file formats are not supported for Fiery Preflight.
EFI Communities Link: https://communities.efi.com/s/article/Using-Preflight-to-warn-about-missing-fonts
Missing boot menu options on an external Fiery

Symptom: Occasionally, when booting from DVD1, not all four menu items on external Fiery are displayed.
Cause: The wrong boot option is selected in BIOS.
Resolution: If one or more menu items are missing when booting from DVD1:
• Power on the system.

• When the BIOS screen is displayed, press the F11 key for the boot menu.
• Select the UEFI DVD option.
This will display all four menu items from the Fiery system software installation DVD.
If the menu items are still not visible, escalate to EFI Technical Support.
Note: The issue is probably caused by a BIOS issue, which can be solved with a BIOSblock updater. BIOSblock
updater must be requested through EFI support through the partner support organization.
Running BIOSblock updater affects version FS100 and above. If BIOSblock updater stops responding, a new
BIOSblock updater can be requested from EFI Technical Support. For more information on how to install
BIOSblock updater, see Install BIOSblock Updater on page 42.
Install BIOSblock Updater
You can install BIOSblock updater by doing the following:
1 Boot Fiery, and stop Fiery.exe to prevent a shutdown.

2 Copy BiosBlockUpdater_R00XXXXXX.exe to a folder on the desktop.
3 Execute the .exe file.
4 Reboot Fiery.
For Fiery with no Windows installed, do the following:
1 Extract the zip file and copy the executable to a USB drive.
2 Boot the Fiery using DVD1.
3 Insert USB drive into a USB port on your Fiery.
4 Select your language.
5 Select platform utilities.
6 Launch Windows Task Manager.
7 Open Notepad, click the file, search for the drive letter of your USB drive (X:\).
8 Open command prompt.

9 Change drive letter to your USB drive (X:\).
10 Run BiosBlockUpdater_ R00XXXXXX.exe.
11 Close all the windows.
Note: If you have not installed the correct system software version, a message notifies you to check Fiery hardware
even after the BIOSblock updater installation.
Windows Product Key
Windows Product Key

For Windows 10 Fiery servers, the Windows Product Key is embedded in the OS. If the Fiery is shipped with
Windows 10, a label with the Windows Product Key will not be attached to the Fiery.
When installing or reinstalling system software on a Windows 10 Fiery server, you may be prompted to enter a
Windows Product Key.
You can temporarily activate Windows by typing 0 (zeroes) in every field. This grants a 30-day trial license for
Windows and allows you to continue using the Fiery.
For a permanent Windows Product Key, you must raise a request for a Product Key Updater with your printer’s
OEM Helpdesk with the following information:
• EFI Part Number

• EFI Serial Number
These numbers are available on the EFI label on the back of the Fiery.
After you receive the Product Key Updater, do the following to activate the permanent Product Key:
1 Boot the Fiery.

2 Copy the Product Key Updater executable file to a folder on the desktop of the Fiery.
3 Run the executable file.
Note: If you are upgrading Fiery System Software from a version that is on an older Windows OS version to a version
that operates on Windows 10, a Windows Product Key sticker is typically included in the System Software upgrade
kit. If the upgrade kit does not include a Windows 10 Product Key, confirm if the kit is an authentic purchase.
If you have upgraded the Fiery from an earlier OS to Windows 10, check to see if the Windows 10 Product Key
sticker was attached to the Fiery or if it is still available in the upgrade kit.
Troubleshooting License Activation Code (LAC) problems
Troubleshooting License Activation Code (LAC)

problems
Cannot activate a LAC
Scenarios
• While activating LAC automatically, "server cannot be reached" message is displayed though Fiery is connected
to Internet. User is prompted to start manual activation.
• When submitting a request file to licensing.efi.com, a message appears saying that the requested file is not a valid
file.
Troubleshooting steps
1 Ensure that the date and time settings on Fiery or the client computer are correct.
2 Work with customer’s IT department to see if the computer is behind a firewall.
If the computer is behind a firewall, connection to https://ebis.efi.com is required for automatic online activation.
3 If the issue is not solved, settings on the customer’s network may be blocking the access to the licensing server
and interfering with the manual activation process.
a Open the License Manager, disconnect the Fiery or computer from the network to force a manual activation.
b Continue the manual activation process.
Cannot reactivate Fiery Impose, Fiery Compose, or Fiery JobMaster LAC
Scenarios
• When you reactivate Fiery Impose, Fiery Compose, or Fiery JobMaster LAC after reinstalling the system
software, a message is displayed indicating that the LAC is already in use.
• When you reactivate Fiery Impose, Fiery Compose, or Fiery JobMaster LAC after reinstalling the OS or a client
computer, a message is displayed indicating that the LAC is already in use.
1 If the Fiery Impose or Fiery Compose LAC was activated in Command WorkStation installed on the Fiery, you
can restore the activation in the License Manager. In Command WorkStation, open any job in Fiery Preview (the
job should not be processed). In the Preview window, select Help > Manage License to open the License Manager.
2 If you are using Command WorkStation 5.7 or later, you can click the Advanced Settings icon in the upper-right
and click the Restore button. If you are using Command WorkStation 5.6 or earlier, click the ? icon to open
License Manager Help. In the Troubleshooting section there is a link to perform the Restore function.
3 If the previous steps do not resolve the issue, follow these steps:
a Call the Welcome Center or send an e-mail to fiery.support@efi.com to submit a request to receive the LAC
release. When submitting the request, include the LAC and an explanation of what occurred which required
the LAC to be reactivated, and what steps taken to resolve the issue.
Cannot open License Manager
License Manager does not open on Windows-based Fiery or Windows client computer
Scenarios
• When activating or deactivating LAC, License Manager displays the error message, "the site can't be reached", or
"localhost refused to connect", even though the Fiery or computer is connected to Internet.
Use the following steps to reinstall the License Manager:
1 Close Command WorkStation and all other applications.

2 From Windows Control Panel > Programs > Programs and Features, uninstall EFI Flexera License Manager and
License Activation.
3 Reboot the server.
4 Install the OFASQInstaller.exe.
If Command WorkStation 5.x was installed using Fiery Software Manager, this should be found in C:\Fiery
Software Manager\resources\Windows_User_SW\Common Utilities.
If the Fiery Software Manager folder is hidden, change the settings to make it visible.
a In the Windows Control Panel, search for File Explorer Options , open File Explorer Options, click the View
tab, and select Show hidden files, folders, and drives.
b Click Apply.
If Command WorkStation was not installed using Fiery Software Manager, it will be found in the Fiery
Extended Applications package folder that was used to install. Look in the folder Windows_User_SW/Common
Utilities.
If Command WorkStation 6.x was installed using Fiery Software Manager, download the Fiery Command
WorkStation Package from the Download Center at efi.com. The OFASQInstaller.exe will be in the location
mentioned above.
5 Open Command WorkStation and try to activate the license again.

6 If the previous step does not resolve the issue, follow these steps:.
a Contact Fiery Technical Support and request for the OFA Cleanup Tool.
b Before running the cleanup tool, make sure all Fiery utilities, such as Command WorkStation and Fiery Hot
Folders, are closed.
c Copy the zip archive to the desktop of the Fiery or computer, unzip and double click OFACleanUp.exe.
d When the procedure is completed, reboot, and then run the activation procedure again.
License Manager does not open on Mac OS computer

Scenarios
• When activating or deactivating LAC, License Manager displays the error message, "the site can't be reached", or
"localhost refused to connect", even though Fiery or computer is connected to Internet.
1 Contact Fiery Technical Support and request for the OFA Cleanup Tool.
2 Before running the cleanup tool, make sure all Fiery utilities, such as Command WorkStation and Fiery Hot
Folders, are closed.
3 Copy the zip archive to the desktop of the Fiery or computer, unzip and double click OFACleanUp.exe.
4 When the procedure is completed, reboot, and then run the activation procedure again.
Invalid license
Scenarios
• When activating Fiery features such as, Fiery Graphic Arts Package, Premium Edition, Fiery Productivity
Package etc., or Utilities features, such as Fiery Impose, Fiery Compose and Fiery JobMaster, an “Invalid License”
error may display.
1 Confirm that the correct License Manager is used to activate the LAC.
2 There are two ways to access the License Manager for Fiery Features.
• In Command WorkStation, connect to the Fiery as Administrator. In the General Info tab of Device Center,
click the Manage button in the Options/Packages list.
• Connect to WebTools in any browser. In the Home tab, click the Manage button in the Installed Options
section.
3 To access the License Manager for Utilities features, launch Command WorkStation on the client computer
where you want to have the feature activated, and connect to a Fiery.
• When connected to the Fiery, if you right-click a job in the Held queue and choose the feature to activate, you
will be prompted with an activation message that will open the License Manager. You can also open any job
that has not been processed in Preview.
• When the job is open in Preview, choose Manage License in the Help menu.
Restore Fiery Impose, Fiery Compose, or Fiery JobMaster LAC
If Fiery Impose/ Fiery Compose/Fiery JobMaster (Installed directly on a Fiery controller) license stops working (due
to Fiery system software re-installation or other reasons), and you are unable to locate your original LAC, you can
restore the license without contacting your service organization.
1 Start Command WorkStation.
2 Log in to the Fiery server.
3 Right-click an unprocessed job in the Held queue and select Fiery Impose/ Fiery Compose/Fiery JobMaster.
4 In the Manage Fiery Options dialog box pop-up, click Yes.
5 Click the Advanced Settings icon on the upper-right corner of the screen.
6 In the Advanced Settings pop-up, click Restore.

LAC information
Information about activating and deactivating LACs can be found in the License Manager Help. You can open any
job that has not been processed in Preview. When the job is open in Preview, choose Manage License in the Help
menu. Click the ? icon in the upper-right corner of the License Manager to open License Manager Help.
• https://communities.efi.com/s/article/How-to-restore-Impose-LAC
• https://communities.efi.com/s/article/Troubleshooting-LAC-activation-issues
• https://communities.efi.com/s/article/how-to-restore-impose-lac-manually
• https://communities.efi.com/s/article/Managing-Fiery-Utilities-Option-Licenses?language=en_US
Use EFI Licensing Assistant to request License Activation Code (LAC) reset, as shown in the following screenshot.
Figure 4: EFI Licensing Assistant
Fore information on EFI Licensing Assistant, see https://communities.efi.com/s/article/Introducing-Fiery-Licensing-

Assistant. To request a LAC reset without using the above link, you must fill and sign a form confirming that the
LAC will be used on only one computer.
Helpful tips
Helpful tips
This section describes tips on various network issues that can appear with respect to Windows security, updates, and
corporate environments. As well as managing the Fiery controller HDD Space, Backup and Restore of a Fiery
controller, and information required when escalating a non-reproducible field issue.
Performing Backup and Restore
This chapter provides information about how to back up or restore information to the system.
The Fiery server ships with system software pre-installed on the storage device. A factory-installed backup partition
is available for restore if there is no on-site usable backup.
You can use two features to create backups and restore the backup images:
• Configure from Command WorkStation or WebTools

This backup captures the customer settings and data. You can restore the customer settings after you reinstall
the system software or upgrade to the newer version.
• Backup and Restore
You can access Backup and Restore from WebTools or Fiery QuickTouch. This backup captures all settings and
files on the Fiery server. You can create a backup and restore the backup when the Fiery server is not working.
You can also schedule automatic backup.
• Fiery System Installer
You need to have the System Software DVD 1 to start the Fiery System Installer. This backup captures all
settings, files, and jobs on the Fiery server. You can restore this backup after you replace the HDD.
Note: The system image does not include VDP/FreeForm resources. To back up the FreeForm masters 1 and 2,
save the configuration settings as described in Backing up the system configuration on page 59.
Helpful tips
Figure 5: Conceptual diagram of backup and restore
Backup method Description of Bootable option Possible destinations Restore

backup image method
Fiery System Restore in Fiery Customized Non-bootable image Internal hard drive.
QuickTouch or Backup and image, only.
• Backup and
automatically Note: If HDD is crashed, Restore
Restore in WebTools: Backup
and Restore > Fiery System backed up. this image is not (see Using
Image > Schedule Backup Includes software accessible. Backup and
updates and Restore and
current Fiery
configuration System
settings. Restore on
Includes contents page 55)
of C drive (except • Fiery
for items excluded System
by standard Installer
Windows backup
process, such as
items in recycle
bin).
Does not include
print job
information (print
jobs, job logs, and
job settings such
as paper size).
Helpful tips

backup image method
Fiery System Restore in Fiery Customized Bootable option USB device only.
QuickTouch or Backup and image, manually
• If bootable,
supported. can restore
Restore in WebTools: Backup backed up.
and Restore > Fiery System Includes same Can also create a directly
Image > Backup Now > USB > content as non-bootable image. from image
New image automatically
backed up
• Backup and
Restore
customized image
(described in (see Using
previous row). Backup and
Restore and
Fiery
System
Restore on
page 55)
• Fiery
System
Installer
Fiery System Restore in Fiery Factory default Factory default USB device only.
QuickTouch or Backup and image, manually image can only be
• Can restore
directly
Restore in WebTools: Backup backed up. saved as a bootable
and Restore > Fiery System Includes factory image, and requires from image
Image > Backup Now > USB > default version of a bootable USB
• Backup and
Fiery factory image software and device.
Restore
configuration
(see Using
settings.
Backup and
Does not include Restore and
print job Fiery
information (print System
jobs, job logs, and Restore on
job settings such page 55)
as paper size).
• Fiery
System
Installer
Helpful tips

backup image method
Fiery System Restore in Fiery Customized Saved as a bootable Internal hard drive.
QuickTouch or Backup and image, manually image.
• Can restore
directly
Restore inWebTools: Backup backed up.
and Restore > Fiery System Includes software from image
Image > Backup Now > Internal updates and
• Backup and
hard drive current
Restore
configuration
(see Using
settings.
Backup and
Includes contents Restore and
of C drive (except Fiery
for items excluded System
by standard Restore on
Windows backup page 55)
process, such as
items in recycle • Fiery
bin). System
Installer
Does not include
print job
information (print
jobs, job logs, and
job settings such
as paper size).
Preinstalled recovery backup Factory default Non-bootable Preinstalled at factory on

image image, factory image. internal HDD.
• Backup and
preinstalled Restore
recovery backup. Note: If HDD is crashed, (see Using
Includes factory this image is not Backup and
default version of accessible. Restore and
software and Fiery
configuration System
settings. Restore on
Does not include page 55)
print job • Fiery
information (print System
jobs, job logs, and Installer
job settings such Using Fiery
as paper size). System
Installer on
page 60
Helpful tips

backup image method
Fiery System Installer on DVD: Customized Can create a Bootable image: USB
Fiery System Installer > Backup image, manually bootable or non-
• If bootable,
device only. can restore
Hard Disk Drive(s) backed up. bootable image.
Includes software Non-bootable image: directly
updates and Network location, local from image
current folder, external hard
configuration
• Backup and
disk, or USB device. Restore
settings.
(can restore
Includes contents images that
of C drive (except include
for items excluded print job
by standard informatio
Windows backup n)
process, such as
items in recycle • Fiery
bin). System
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If the jobs option
is selected, also
includes print
jobs, job log, and
job settings (such
as paper size).
Additional Fiery System Factory default If the hard disk is Included as part of
Installer option: A factory image. Includes still viable, System original system image. If
• Fiery
System
default backup image is factory default Software 1 DVD can the hard disk is crashed,
included on the Fiery server version of boot from this this image is not Installer
hard disk. software and factory default accessible.
configuration image.
settings.
Does not include
print job
information (print
jobs, job log, and
job settings such
as paper size).
Backup recommendations
Even though the server maintains a backup you can use for recovery of the factory installation, creating a separate
backup provides the ability to retrieve customized settings and job information if a recent backup is needed. You can
Helpful tips
create a backup by using Backup and Restore (from Fiery QuickTouch, Command WorkStation, or WebTools), or
Fiery System Installer.
• To create a backup using Command WorkStation, or from a remote location using WebTools, see Backing up
the system configuration.
• To create a backup using Backup and Restore, see Using Backup and Restore and Fiery System Restore on page
55.
• To create a backup using Fiery System Installer, see Using Fiery System Installer on page 60.
Backing up an existing Fiery server installation
• For an existing Fiery server installation, first check if a backup image exists either on the server or an external
location.
• If a backup image exists, check if it is up to date. Compare the date stamp of the existing backup image to the
date of the last patch installation.
• If a backup image does not exist, create a new one after installing all available software updates.
• The backup image may be saved to or found in any of the following locations:
• Local Disk
• USB storage device
• Network
• External hard disk drive
• If you do not have a backup with the system settings and jobs, the system can access a preinstalled recovery
backup on the hard disk drive provided with the Fiery server (see Restore the backup image on page 58).
CAUTION If you restore the system using the pre-installed recovery backup, the system and configuration will
be reset to the factory default.
• If you have a system backup that includes your settings and jobs, you can restore the backup using Fiery System
Installer (see Restore with Fiery System Installer on page 62) or Backup and Restore (see Using Backup and
Restore on page 55).
CAUTION Backed up data can be only restored to the same Fiery server.
• Use a descriptive and consistent naming convention when saving image files (such as date, product name,
product version, and short description).
After creating a backup image file, it is recommended that you transfer the image file to an external location, such as
a network location or external drive.
CAUTION If you select USB storage device as a destination, all the existing data in the drive will be lost when you
create a backup on the USB storage device.
Using Backup and Restore and Fiery System Restore

Backup and Restore and Fiery System Restore allows you to create a backup of the Fiery server for quick recovery
later when any problem happens. It also allows you to create a backup of the Fiery Resources and Settings. You can
Helpful tips
restore the Fiery server either from images stored on the local hard disk, network location, or from a bootable USB
drive. Backup and Restore also provides the feature of creating the scheduled backups.
You must log in to the Fiery server as a system administrator to use the Backup and Restore features.
You can access Backup and Restore from the WebTools tab or Command WorkStation.
You can access Fiery System Restore from Fiery QuickTouch.
Access Backup and Restore features from WebTools
1 Open an Internet browser and type the IP address of the Fiery server.
Note: As a security measure, WebTools is designed to work only over Hyper Text Transfer Protocol Secure
(HTTPS). By default, WebTools uses a self-signed certificate created by the Fiery. This causes the web browser to
display a untrusted certificate message while accessing WebTools. It is safe to ignore this message and proceed to
access WebTools.
2 In WebTools, click the Backup and Restore tab on the left side.
3 Log on with Administrator privileges and click OK.
Note: The default password (Fiery.1) will be set after any of the following:
• You re-install the system software

• You restore the recovery partition (from Backup and Restore)
Access Backup and Restore from Command WorkStation
You can access Backup and Restore from WebTools or Command WorkStation.
1 Launch Command WorkStation and login to the Fiery server with Administrator privileges.
2 From the Server menu, select Device Center.
3 In Device Center window, select Tools > Fiery Resources and Settings or Fiery System Image.
The Backup and Restore will display on the default web browser window.
Accessing Fiery System Restore from Fiery QuickTouch
1 On Fiery QuickTouch, press the Quick launch icon on the bottom-left corner of the screen.
2 Press the Fiery System Restore icon and log in as a system administrator
3 Follow the on-screen menus to schedule automatic backups, manually back up the Fiery server or restore the
Fiery server.
Helpful tips
Backing up or restoring the Fiery server
The following tasks describe using Backup and Restore on WebTools. Fiery QuickTouch uses the same menu
selections and features for backing up and restoring the Fiery server.
Setup automatic scheduled backup
Note: When you set up the scheduled backup, only the latest backup will be stored. Previous backups will be
deleted.
1 In the Backup and Restore window, click Fiery System Image > Schedule Backup.
If you have not logged in as an Administrator user, you are required to do so. Enter the administrator’s
password, and click Log In.
2 Select Enable automatic backup, and select when you want to start the backup process on the Fiery server.
Note: The backup process takes more than an hour to complete and it requires the Fiery server to be Idle
status. If the Fiery server is not in Idle status, the backup process does not start.
3 Click Save.
Backup manually
1 In the Backup and Restore window, click Fiery System Image.
2 In Fiery System Image, select one of the following options:
• Backup Now > USB: Select this option if you want to create a backup on a USB flash drive.
• New image: Select this option if you want to create a backup of the current Fiery server. You can select
Create bootable image option to make the USB flash drive a bootable device.
• Fiery factory image: Select this option if you want to create a backup of the Fiery server factory image.
When you select this option, the Create bootable image option enables automatically.
If you select Create bootable image option, the USB device or hard disk drive specified as a destination
becomes a bootable device. Select this option when you want to boot the Fiery server from the backup device
to avoid the situation where the HDD fails and cannot boot the Fiery server. See Using bootable USB storage
device to restore on page 63 for booting from the bootable device. Bootable device is used for system
restoration when a hardware failure occurs.
Note: The minimum size required for the USB flash drive depends on the actual size of the backup file. You
can determine the size of the backup file by checking the Estimated size: field in the Create USB Backup
dialog box. Prepare a USB flash drive with enough capacity.
Helpful tips
Note: Due to Windows file system restriction, the maximum size of the USB flash drive you can use is 32GB
if you enable the Create bootable image option. You can use the USB flash drive with more than 32GB
capacity without enabling the Create bootable image option.
• Backup Now > Internal hard drive: Select this option if you want to create a backup on the HDD of the
Fiery server. You must specify the file name of the backup image. The default image name is the server
name of the Fiery server.
3 If you selected USB, make sure to connect the USB drive to the USB connector on the Fiery server.
Note: If the capacity of the USB flash drive is less than size of the value listed in the Estimated size: field, the
backup process will not take place.
4 Click Continue.
Restore the backup image
1 In the Backup and Restore window, click Fiery System Image.
2 In Fiery System Image, click Restore.

If you have not logged in as an Administrator user, you are required to do so. Enter the administrator’s
password, and click Log In.
3 Make sure that your backup image is accessible from the Fiery server.
If you want restore the backup image stored on the USB flash drive, be sure to attach the USB flash drive to
one of the USB 3.0 ports on the Fiery server.
4 Select one of the following restore options:
• Restore from a local image

• Restore from a USB storage device
• Restore from the factory default image
5 Click Continue.
6 Follow the on-screen prompts to restore the backup image.
Note: The Fiery server must remain powered ON during the backup or restore process.
Restore the system by booting from a bootable USB flash drive
Follow the instructions described in Restore the system from bootable USB storage device on page 63. You
need to connect a monitor, keyboard, and mouse to the Fiery server.
Helpful tips
Backing up the system configuration
If you back up the system configuration, you can restore that configuration after reinstalling or upgrading system
software.
When you back up the system configuration, you save a configuration file that includes one or more of the following:
• Fiery System Settings

• Color Settings
• Scan settings
• Preflight Presets
• Command WorkStation settings (if you are using a keyboard, monitor, and mouse)
• FreeForm/VDP resources
• Virtual Printers
• Server Presets
• Fonts
• Job Log
Note: Those settings you do not choose are not saved for restore.
If you cannot create a configuration file, ask the site administrator to archive custom color profiles, preflight presets,
FreeForm masters, customer-installed fonts, and the Job Log to removable media or a network location.
Save the system configuration using WebTools
1 Access WebTools.
2 On the left side, choose Backup and Restore.
3 In the Backup and Restore window, click Fiery Resources and Settings.
4 In the Fiery Resources and Settings window, click Backup Now.
5 Log on with Administrator privileges and click OK.
6 In the Backup Resources and Settings dialog box, select the settings you want to backup and then click
Continue.
7 Enter a file name and location, specify if you want to add the date to the file name, and then click Continue.
8 In the Backup Complete dialog box, click Download fbf and Download DAT to download and save the files.
Restoring the system configuration
You can restore the system configuration of the Fiery server to its previous state using a previously-saved system
configuration file. For more information about the system configuration file, see Backing up the system
configuration on page 59.
Helpful tips
If you could not save a system configuration file, you must configure Setup. After you exit Setup and the Fiery server
reboots, ask the site administrator to restore any archived settings and files. For more information, see Configuration
and Setup, which is part of the user documentation set.
Restore the system configuration using WebTools
1 Access WebTools.
2 On the left side, choose Backup and Restore.
3 In the Backup and Restore window, click Fiery Resources and Settings.
4 In the Fiery Resources and Settings window, click Restore.
5 In the Restore Resources and Settings dialog box, select the reference (.fbf) file and data (.DAT) file, and then
click Continue.
6 Select the items you want to restore and then click Continue.
7 Click Reboot.
Restore the system configuration from Command WorkStation
1 Launch Command WorkStation and connect to the Fiery server with Administrator privilege.
The default user name is Administrator or Admin, and password is default password, but the site
administrator may have changed the password.
2 From the Server menu, click Backup and Restore.
3 In the Backup and Restore dialog box, select Restore > Next, select the reference (.fbf) file or the recent
backup you want restore and then click Next.
Click the Browse button to select the backup file, or you can select a recent backup.
4 Select the items you want to restore, and then click Next.
5 Click Finish.
Using Fiery System Installer

You can create the system backup or restore from the backup using Fiery System Installer provided with the System
Software DVD 1.
CAUTION It is recommended that you create system backups periodically.
You can perform the following tasks from Fiery System Installer:
• New Installation: Installs the system software from the media shipped with the Fiery server. Use this option only
when the system backup is not available.
• Restore using a backup image or the recovery partition: You can restore the system by selecting the backups that
you created before. If there is no backup available in the system or in any attached devices, you can only perform
the restore from the recovery partition.
Helpful tips
• Back up hard disk drive(s): Use this option when you create the system backups. You can specify the location of
the backup, file name, and other attributes of the backups.
• Platform Utilities: You can perform the backup management tasks from this option such as erasing hard disks or
using Windows Task Manager to explore the system.
Note: The Platform Utilities is available only on the monitor.
Note: You can use the Fiery server Fiery QuickTouch to operate Fiery System Installer. You can also use a monitor,
mouse, and keyboard attached if available.
Backup with Fiery System Installer
You must back up your system and create a backup image to recover from any unexpected system crashes and the
hard disk drive failure.
1 Start Fiery System Installer.
• Insert the System Software DVD 1 into the DVD drive of the Fiery server.
• Reboot the Fiery server.
• When the server finishes the reboot, select the language you use for the backup or restore session.
2 From What do you want to do? screen, select Back up hard disk drive(s).
3 Enter the backup settings.

Because settings vary depending on the destination you select, make sure that you specify valid settings.
The Backup settings window appears. In this window, do the following:
• Select a backup destination from one of the following locations: Local Disk, USB drive, External hard disk
drive, or Network.
CAUTION If you select USB drive or external hard disk drive as a backup destination, all the existing data in
the drive will be lost when you create a backup on these media.
• Specify the name of the backup file in the Folder Name field.
Fiery System Installer creates a folder with the name containing the file name and a time stamp to help you
distinguish the backup images. The default file name is the server name. The installer automatically generates
the time stamp.
• If you select Include Fiery job files in backup, jobs archived in the server are included in the backup.
• If you select Create bootable media,the USB device or hard disk drive specified as a destination becomes a
bootable media. Select this option when you want to boot the Fiery server from the backup media to avoid
the situation where the HDD fails and cannot boot the Fiery server. Bootable media is used for system
restoration when a hardware failure occurs.
• Enter a description of the backup.

• If you select Save in the backup settings, the system saves the specified backup setting for a subsequent Load.
Only the specified setting is saved.
Helpful tips
4 If you select USB Drive or External Hard Disk as a destination, make sure you attach the appropriate device to the
Fiery server.
CAUTION All the existing data in the USB drive or external hard disk drive will be lost when you create a
backup on these media.
5 Click Start backup to begin the backup process.

If there is a need to stop the backup process, press the cancel icon. Fiery System Installer displays a message
allowing you to restart or shutdown the server. You can specify a backup log to be saved, if desired.
Restore with Fiery System Installer
To recover from a system crash, you must restore the system with a backup image.
You will access your backup media (USB drive, local hard disk drive or external hard disk drive) to restore the
system.
Note: Backed-up data can be only restored to the same Fiery server.
1 Start Fiery System Installer.
1 Insert System Software DVD 1.

2 Reboot the Fiery server.
3 When the menu appears, specify a language.
2 If your backup file is stored in the USB drive or external hard disk, attach the device to the Fiery server.
3 From What do you want to do? screen, select Restore from backup or recovery partition.
The Select backup source dialog appears.
4 Choose one of the following:
• Backup
If present, previous backups are listed for you to choose.
• Restore from recovery partition
This restores the server from a hard disk drive partition to its factory-built settings.
CAUTION Any custom settings you have specified after installation are over-written.
CAUTION If you perform restore from recovery partition, the Fiery default password will be set to Fiery.1.
Make sure to change the password after restoring from recovery partition.
• Search for backups from this system

This lets you select a backup from a displayed list. Alternatively, you can select Refresh, Import backup
history, or Search the network for backups.
Helpful tips
If a backup image exists, the installer lists information about each backup image:
• The time and date in which you created the backup.

• The location of the backup image: Local Disk, USB drive, External hard disk drive, or Network.
• Alternatively, you can also choose to Refresh, Import backup history, or Search network.
5 Select the source of the backup and click OK.

A message appears indicating that all the data will be erased.
6 Click Continue to proceed the restore.
Using bootable USB storage device to restore

Use the following restore procedure when the Fiery server does not boot from the built-in hard disk drive.
You can restore from the bootable backup media (including the Fiery factory image) created by either Backup and
Restore, Fiery System Restore or Fiery System Installer.
Restore the system from bootable USB storage device
To restore from the bootable USB storage device, you must have created a backup with the Create bootable media
option. If you have created a backup as bootable backup image, follow these instructions.
Note: You can use this procedure to install the system software after you replaced the HDD with a new one.
1 Shut down the Fiery server.
2 Attach the bootable USB backup media to the Fiery server.

Make sure to remove any media in the DVD drive. Do not attach other USB devices to the Fiery server.
3 Press the power button to turn on the Fiery server.

The Fiery server will boot from the bootable USB backup media.
4 Follow the instructions on the Fiery QuickTouch display or the monitor (if available) to restore the backup image.
Platform Utilities
Use Fiery System Installer for advanced procedures, such as erasing hard disks, or launching Windows Task
Manager.
These following utilities are available when you select Platform Utilities.
Note: The Platform Utilities is available only on the monitor.
Erase data from hard disk drive

If selected, the following methods are provided:
• Randomized erase for writing random data to all disk sectors before writing zero.
• Quick erase for writing zeroes to all disk sectors.
Helpful tips
Advanced backup management

Allows the Administrator to:
• Load backup settings from a USB drive to apply to system backup images.
• Save or restore backup history files.
• Search for backup images created on a replaced system to be applied to the current one.
Launch Windows Task Manager

Starts the Windows Task Manager. Windows Task Manager displays the programs, processes, and services that are
currently running on the Fiery server. You can use Windows Task Manager to monitor performance or to close a
program that is not responding.
Backup Fiery Controller
EFI recommends that you complete each item in the following checklist, whenever service is performed on a Fiery
server. Having a Fiery system backup image readily available will reduce the downtime, if the unit is rendered
unrecoverable and a system re-installation is required.
To create a backup image, use the tool specific to your Fiery system:
• Windows-based Fiery server, FS100 Pro and later:

Use Fiery System Restore located on DVD1 of your Fiery media kit.
• Windows-based Fiery server, System 10 and earlier:
Use Fiery Clone Tool (FCT)
• Embedded Fiery servers:
Use Fiery Clone Tool for Embedded (FCTe)
To download latest Fiery Clone Tool from download.efi.com: Fill and submit the download registration form and
navigate to Application Software and Tools > Select Software > Select Version > Find to download the Fiery Clone
Tool.
EFI Communities Link:
• https://communities.efi.com/s/article/How-to-Backup-and-Restore-a-Fiery
• https://communities.efi.com/s/article/Fiery-System-Installer
Use Recovery Partition to re-install the Fiery software
Fiery System Installer is applicable to Windows-based Fiery servers. Boot the Fiery using DVD 1 to access the Fiery
System Installer.
The Fiery System Installer allows you to back up or restore your entire system to recover from a system crash, etc. If
you have not previously created a backup partition or if you simply want to restore your Fiery to the default factory
image, an option exists to restore to the default configuration. Selecting this option in the Fiery System Installer
offers a significant time savings versus opting to perform a full system reinstall using the New Install option.
Helpful tips
Fiery Installer Builder
Fiery Installer Builder is a tool developed for Fiery service technicians and is used to download and install a complete
Fiery system software image to supported Fiery servers.
The images you can see and download from the cloud are based on permissions associated with your EFI Sales Portal
credentials.
Fiery Installer Builder support the following workflows and use cases:
Use Cases Workflow NX Servers A/E Series

Servers
Fiery Software download Download Fiery system software images from

the cloud to a local or network storage
location.
Prepare external USB drive for Format and load the system software on a
Fiery Software installation. USB drive for system software installation.
USB drive refers to any external
USB storage device such as USB
flash drives, USB pen drives, USB
HDDs/SSDs.
Replace defective Fiery SATA Prepare spare SATA drive to use as a

drive. replacement.
Perform a network installation. Network Installation via a peer-to-peer

Ethernet connection.
Store multiple Fiery server images. Save multiple Fiery product images in a
single USB drive.
To begin this process, download the Fiery Installer Builder.

For the full instructions, see the Fiery® Installer Builder User Guide. Check Frequently Asked Questions for more
information.
Note:
• If 32GB USB drives are used, Fiery Installer Builder will make the 32GB USB drive as bootable. Fiery Installer
Builder will not partition the 32GB USB drive.
• When using USB drives larger than 32GB, Fiery Installer Builder will format the USB drive and will create two
partitions; one NTFS and one FAT32. Fiery Installer Builder will copy the image build(s) in the NTFS partition
and will make the FAT32 partition as bootable and copy the corresponding image files.
Information to collect if Fiery Installer Builder is not working

Creating a USB installer could fail with a message indicating insufficient space on the device.
Helpful tips
Provide the following information to your support representative if creating the USB drive fails:
• Windows version
• .NET version
• Log files from the location where the generated logs are saved
• Size of the USB drive
Managing Fiery Hard Disk space
If you are running Command WorkStation on a Fiery, then go to Edit > Preferences > Impose/Compose/JobMaster
and change the Imposition Template path to a new directory on the E drive.
Also, go to Edit > Preferences > Cache to change the cache path to a new directory on the E drive.
Windows disk cleanup best practices
1 Delete all installation files from the Desktop.

All files on the Desktop take up space on the C Drive.
2 Clear Web Browser Cache(s).
3 Delete all files from C:\Windows\Temp.
Note: The file TmpFile1 will not be deleted. Some other files may also remain.
4 Delete all of the files from C:\Windows\Logs\CBS (leave CBS.log).

Helpful tips
5 Delete all of the files from C:\users\admin\AppData\Local\Temp (copy and paste the path).
6 Run Windows Disk Cleanup on C: Drive.

Helpful tips
7 Make sure to select Clean up system files.
Note: A space gain from 8.94MB to 942MB takes place after selecting Clean up system files.
Helpful tips
8 Let Disk Cleanup run to completion.
9 Delete the system restore points.

Helpful tips
10 Reboot system to complete cleanup. This reboot will take up 30 minutes depending on the system.
Cleaning the Fiery controller
It is common for dust or spilled toner to enter the chassis of a Fiery controller. If there is a significant amount of dust
blocking the vent holes/slots on the Fiery controller, open the chassis and remove the dust.
WARNING Do not use a vacuum cleaner to remove dust or toner from a Fiery controller.
Use canned compressed air to remove dust buildup and toner from the interior of a Fiery controller. Using a vacuum
cleaner can cause a static discharge, which can damage the electronic components of a Fiery controller. Be very
careful with any toner that has entered a Fiery controller, especially on the electronics components. Toner, by
design, will build up a static charge very easily, through the movement/friction of the toner particles. This can be
very easily discharged into the electronic components and permanently damage them.
Tips for Windows domain, active directory, and Fiery
For Domain environments, it is preferred to keep the Fiery in a workgroup. Any Windows updates are managed
using Microsoft SCCM to NON-Domain machine (Fiery) in a Workgroup. This can be set up using various methods
depending on your environment.
Following are the articles that reference this process:
• https://docs.microsoft.com/en-us/sccm/core/clients/deploy/plan/client-installation-methods
• https://technet.microsoft.com/en-us/library/cc512630.aspx
Helpful tips
Tips for adding Fiery to a domain
• Make a Fiery Clone using the Fiery Clone Tool or a backup using Fiery System Restore (Which depends on the
Fiery system level) PRIOR to joining domain.
• When joined to a domain, advise the IT administrator not to add the domain to the general population of
Windows desktop, for fear of group policy such as power saver.
• Do not delete or disable existing local user accounts. But the password for the Admin and Operator can be
changed.
• Operators, if using domain login, should be added to LOCAL admin Group for correct Fiery operation. It is
preferred to still login using local user account.
• Put the Fiery in a services, server, or appliance Organizational Unit (OU) in an Active Directory, where it is
exempt for such policy as, Energy Saver changes or Roaming Profiles, etc. To add the Fiery to the domain:
1 In the Windows System, change from the workgroup to the domain with the correct domain credentials.
2 At the reboot prompt, shutdown the system.
3 Ask the IT staff Active Directory Administrator to check the OU that the Fiery has appeared in, and move the
Fiery to the designated OU.
Fiery should be moved to the OU where it will get the policies that will not impact operation.
4 Power ON and start the Fiery on the domain.
Tips for Windows Updates
Windows 7 & 8.1

For proper security, make sure that the Windows updates are completed. See EFI Smart Support on MS updates
relative to recent Ransomware issues.
Windows 10
Windows 10 is updated automatically. New OS ISO images, to update the system reloads for the Fiery media pack,
can be downloaded from EFI.com. See the OS Image Download section on the driver page at:
https://www.efi.com/support-and-downloads/download-registration/.
Note: The updated images of medialess servers can be downloaded using Fiery Installer Builder.
Escalation criteria for non-reproducible field issues
When escalating a field issue that is not reproducible outside of the customer site, it is important to collect all the
information. The following section covers all the information and data necessary for such an investigation:
• What is the problem? When the problem occurs, what are the symptoms?
• What is the frequency of occurrence?
• Is the system fully patched?
Helpful tips
• When customer experience the issue, the logs should be collected immediately after the error occurs. Log the
time it happened and when the JER was collected. Even a few hours, the log may be gone.
• The duration for which the print shop runs on a typical data? And the duration the press is under use before the
issue is seen.
• What is the workflow of the customer?
• What are the basic job programming details for most of the jobs? (Page Size, Orientation, Feed Tray, Finishing
Options, Output Destination, Booklet etc.)
• What applications and submission methods are used? (PDF, Word, Excel through the PS Driver on Win7 client ,
Import to Hold Queue etc.)
• Any third-party Software, Plug-ins, Add-ons, Local firewalls, or Extensions the customer is using within the
environment?
• What operating systems are in use at the customer site? Is the account primarily Mac or Windows?
• Is the Fiery server IP pinging after the issue has happened? At windows command prompt try, Ping -t <Fiery IP>
• Is the customer able to connect to Command WorkStation after the issue has happened? And are they able to
continue their workflow?
• Numbers of users connected to Fiery?
• Are there any other customers reporting the same issue?
• Are the troubleshooting steps performed?
• How long did the Partner monitor with the customer before escalating to EFI?
System Logs
This is for Fiery System Software FS200 and later.

System logs can be collected from Configure > System logs.
Collect the saved logs from E:\EFI\server\spool\log_archive.

Helpful tips
Time zone and region settings
Setting time zone and region in your Fiery is more important because of today’s network environment.
Inaccurate time settings in Fiery server can affect the following:
• Proper occurrence of Software Updates and Backups

• Job Management and accurate job logging in Command WorkStation
• Windows security and connectivity of client computers and servers with Fiery
• Network & driver communication from client computers
Because of the updates to Kerberos authentication protocol in Windows after the release of Window 10, updates are
made to Windows 8, Windows Server, and Windows 7 in Extended Security Updates (ESU) to prevent them
communicating across the network.
This can cause the following:
• A printer driver disconnects from Fiery

• Fiery disconnects from print servers
• Hardware disconnects from the printer
Setting time and region is done in the Fiery Setup Wizard.
Update time and region settings
1 Open Configure from Command WorkStation or WebTools.

2 Select Server > Regional Settings.
Note: Even with a Windows-based Fiery server, make all changes using Configure as it overwrites the Windows time
settings of the host OS.
Helpful tips
Best practice
After setting time, date and time zone, select to have the Fiery update time automatically and change with DST
accurately for your region by checking the Set Date and Time Automatically option. It does this using a Simple
Network Time Protocol from a providing server. The Manage option in the Regional Settings window, lets you to
choose from a list of known Public Internet NTP providers.
You can choose one of the public servers. If the server is blocked, you will see a Failed message after rebooting.
You can enter your own local NTP source by name or IP address.
Note: Network DHCP servers and DNS servers commonly host the NTP service, so a simple way to sync with other
computers on a network is to enter the local DNS server IP address from the network settings.
Helpful tips
Save the Configuration page
Save the Configuration page from Command WorkStation v5
1 Connect to a Fiery server.

2 Select Device Center > General > Server Configuration.
3 Click Save As.
4 In the Save As pop-up window:
• Enter a name for the file and select a desired location to save the file.
• Select Export as: PDF
5 Click Save.
Helpful tips
Save the Configuration page from Command WorkStation v6
1 Connect to a Fiery server.

2 Select Server > Device Center.
3 In the Device Center window, select General > Server Configuration.
4 Click Save As.
5 Enter a name for the file and select a desired location to save the file.
Helpful tips
Windows updates and disk cleanup
For the Windows versions applicable to various Fiery servers, check the Fiery config sheet.
Windows 10 OS updates
• Notify users when there is a Windows 10 update available.

• Click Get updates to download and install the latest updates.
Helpful tips
Windows 8.1 OS updates

Select Start > Update and recovery to access Windows Updates.
Helpful tips
Windows disk cleanup
1 In the search box, type Disk Cleaner and press Enter.

2 Select a drive you want to clean up.
Helpful tips
Windows 8.1 and Windows 10 Network Discovery settings
The following settings result in automatic installation of device drivers:
This can result in performance issues and longer boot-up time.

To resolve this, uncheck Turn on automatic setup of network connected devices option.
Helpful tips
Delete any previously installed devices to get a list of devices as displayed in the following image:
Fiery server Diagnostic ISO
Fiery server Diagnostic ISO

Some changes have been made to the Analyst/Service Tech Corner section of salesportal.efi.com for easy access of
diagnostic ISO images for supported Fiery servers.
To locate the diagnostic ISO images, do the following:
1 Log in to salesportal.efi.com.
2 Under Fiery Quick Links, click Analyst/Service Tech Corner.
3 Click the Troubleshoot tab.
4 Locate the diagnostic image by selecting the printer manufacturer and then the printer model.
A list of available Fiery controller models and the link for the diagnostic image for the specific model will be
displayed.
Note: On systems without a DVD drive, burn the Diagnostic ISO to a bootable USB flash drive to run the Diagnostic
software on Fiery. For details on booting from a bootable USB flash drive, see How to use a bootable drive on page
86.
For documentation on using the Diagnostic Tool DVD, see ISO image/DVD:diagnostic tool user guide.
Fiery unique password

Fiery unique password is important for any new Fiery being installed in the field. The default out-of-box password is
not Fiery.1 The default out-of-box password for the Fiery will be the Serial Number found on the back of the server.
For more details, see https://www.efi.com/products/fiery-servers-and-software/fiery-production-solutions/fiery-
uniquepassword/learn-more/.
Fiery servers will ship with a new unique password. This will allow both embedded and external Fiery servers to
comply with the California Senate Bill No. 327, which requires all products to be distributed with a unique password.
Obtain unique password for a Windows-based Fiery
On Windows-based Fiery servers, the password is displayed as a Serial Number of 9 alphanumeric characters, affixed
to the EFI Label Sticker on the back of the server. Example A00084829.
Obtain a unique password for an embedded Fiery
To log in to a Fiery server as an administrator or operator, you must obtain the Fiery password.
1 Connect the Fiery server to a printer.

2 Print the Fiery server Configuration page from the machine display panel on the Fiery server or the printer LCD
panel.
On page 2 of the Fiery server Configuration page, under RIP > BIOS Setup > ID, the first 14 characters of the 24-
character number is the Fiery Password.
The Fiery Administrator and the Operator password are the first 14 alphanumeric characters in the 24-character
ID field. Example: ID …….. 000086077C70000000000000.
3 After you log in to the Fiery server, change the Fiery password to prevent unauthorized usage.
Note: Use Configure in WebTools or Fiery Setup Wizard to change the Fiery Administrator and Operator
Password.
Default password
The Fiery documentation may mention Fiery.1 as the default password. Do not use this password when you log in to
the Fiery server for the first time. Instead, use the password obtained in Step 3.
If you reinstall the Fiery system software or restore factory default settings, the Administrator password will be
replaced by Fiery.1. Use Fiery.1 to log in to the Fiery server and change the password.
Appendix A
Appendix A
Create a bootable USB drive
You can use the bootable USB drive to boot any Fiery (FS100 and later) for backup and restore functions.
Ensure that you have the following:
• USB Flash Drive (between 2GB and 32GB in size)

Note: For best performance, please use reliable USB 3.0 devices.
• Windows for unzip or equivalent utility
• Windows PC Computer setup environment
If you are creating the bootable USB flash drive for the first time, do the following:
1 On Fiery, or any PC, without any USB attachment, plugin the USB Flash Drive.
2 Open Command Prompt on Fiery server with administrator access and run diskpart command as follows.
• diskpart
• list disk
• select disk 1
• clean
• create partition primary
• select partition 1
• active
• format fs=fat32 quick
• exit
Appendix A
Figure 6: Command Prompt
Note: Disk number selected in diskpart command may vary depending on existing hard disk drive configuration
in the host computer.
Prepare USB Flash Drive

You can prepare the USB flash drive as a generic bootable Fiery system restore tool.
If the USB port is not recognized and does not boot automatically after inserting into Front Forward USB port, do
the following:
1 Press F11 when BIOS launches.
2 Select UEFI:XXname of your drive hereXX from BBS pop-up menu after power on to access Fiery System Restore
menu.
How to use a bootable drive
1 Insert the bootable USB drive into the slot as shown in the image.
Appendix A
Figure 7: USB on Fiery Tower
1 USB drive slot
Figure 8: USB on NX
1 USB drive slot
2 Power ON the system.
3 Press the F11 key for the boot pop-up menu.

Appendix A
Figure 9: BIOS screen
4 Select the name of the USB drive. For example, UEFI: SanDisk.
5 The Fiery System Installer menu appears within two minutes.

Appendix A
6 You can now perform back up or restore functions.

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Fiery® First Aid

A guide for service technicians

Troubleshoot the disconnect and crash issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Error message - Please Check Fiery Hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

System Updates error codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Fiery Health Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Image quality or color issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Command WorkStation cannot start Device Center, Configure or Fiery ImageViewer . . . 40

Using Fiery Preflight as a troubleshooting tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Missing boot menu options on an external Fiery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Windows Product Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Troubleshooting License Activation Code (LAC) problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Time zone and region settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Fiery server Diagnostic ISO . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Fiery unique password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

• Field Service Personnel/First Responders

What's new in this edition

The following sections are updated in this edition:

Service Log example Troubleshooting on page 10.

Technical Support information Information required to contact Technical Support on page

Job Error Report Information required to contact Technical Support on page

Execute BIOSBlock Updater Install BIOSblock Updater on page 42.

LAC Issues LAC information on page 49.

Boot From USB Create a bootable USB drive on page 85.

Windows Product Key Windows Product Key on page 44.

Terminology and conventions

Term or convention Refers to

Freeze or Hang Fiery is completely non-responsive.

Command WorkStation Fiery Command WorkStation

DFE Digital Front End

HDD Hard Disk Drive

SSD Solid State Drive

LAC License Activation Code

Before visiting the customer site

Bring these items with you to the customer site

Figure 1: Fiery system service log

• Check for the product updates.

EFI Communities Article Link - https://communities.efi.com/s/article/The-Troublesooting-Process

Information required to contact Technical Support

• Applied all available patches and tested again.

2 The Create Error Report window appears.

3 Enter the comments and add any attachments, if required.

Troubleshoot the disconnect and crash issues

Troubleshoot a disconnect issue

1 Follow the steps in Troubleshooting on page 10.

a Verify if the Fiery server is displayed in Command WorkStation.

6 Try connecting to Command WorkStation from a laptop.

Troubleshoot a crash, freeze, or hanging issue

1 Follow the steps in the Troubleshooting on page 10 section.

• Does it happen only when printing a specific file type?

Error message - Please Check Fiery Hardware

• Network port is physically damaged.

• Motherboard was not loaded previously

System Updates error codes

Other error messages

Error! Cannot run System Updates, service is not running!

• Board or cable connections are loose or faulty

• Recheck all cables and connections.

Fiery Health Monitor

Maintaining the Fiery server health

• Indicating whether Fiery software updates are up to date.

Common hardware problems

This section has information to troubleshoot the common hardware problems.

Hardware does not start or stops responding