Dokumen - Tips - Ricoh Academy Europe Troubleshooting For Connectivity Master Connectivity Master

1
Troubleshooting for Connectivity Master

Connectivity Master
Full training
Ricoh Academy Europe

eated by: Ricoh Academy Europe Version: 1.0.a Classification: Internal
Objectives
 After completing this training you should be able to: 2
 Do basic troubleshooting on connectivity related problems.
 Use various tools to analyse connectivity related problems.
 Use various tools to collect data, needed to report and

escalate connectivity related problems.
 Report and escalate connectivity related problems in a

structured way to minimize problem resolution time.
Requirements
 Windows PC 3
 Software:
 Wireshark
 PCL Reader
 Log Collection Tool
 Support Tool
 Device with GW controller
 This presentation
Pre-requisites and Exam
 Basic Network Printing for Windows 4
 At the end of this course, you can do the exam on WICE

Module Overview
1. Introduction 5
2. General Troubleshooting and Escalation Tips

3. Troubleshooting Tools
4. Data Collection Tools
5. Problem Reporting and Escalation
6. Case Studies
1. Introduction
6

Connectivity Troubleshooting
 Troubleshooting connectivity-related issues can be very 7
complex.
 Just imagine what could cause a printing problem:
Network hardware issue??

(network cable, switch, router, gateway)
Application?? (bug) Protocol issue?? (wrong IP address, subnet, gateway)
Driver?? (wrong driver, bug)

Controller issue??
(HDD, memory,
Operating System?? (spooler, hard drive space)
firmware bug)
 And many, many more…

Tools and Tips
 To become ‘the ultimate connectivity troubleshooter’ you 8
will need more than just this training. You will have to
teach yourself in investigating problems and off course:
practice!
 This training will give you a head start in the right

direction, by giving you some useful tools and tips that can
help you solve connectivity related problems.
 There are two types of tools described in this training:

 Troubleshooting Tools
 Tools that help you analyse problems.
 Data Collection Tools
 Tools that help you collect information to report and escalate
problems.
Reporting and Escalation
 You will not always be able to solve every problem. 9
 Therefore, another very important part of this training is

how to report and escalate network related problems.
 To minimize the time between escalating a problem and

getting a solution to the problem, the following is important
when escalating network related problems:
 Provide sufficient information
 Avoid a ‘request for more information’ in the escalation process.
 Clearly describe the problem
 Avoid miss understanding of the problem.
 This training describes which tools you can use, which

information to provide and which procedures to follow, for
efficient escalation of problems.
10
2. General Troubleshooting and

Escalation Tips

Understand the Problem
 Before you ‘blindly’ start troubleshooting, make sure you 11
understand exactly what the problem is.

 Ask questions to the customer.
 Summarise the problem to the customer.
 Avoid spending time on troubleshooting a problem that
does not exist.
 Not until you exactly know what the problem is, you can
start troubleshooting.
Understand the Network Topology
 It is essential that you know network topology in which the 12
problem occurs.
 Devices like routers, firewalls and gateways can cause
unexpected problems. For example:
 Broadcasts being rejected by some routers.
 Firewalls blocking ports.
Narrow Down the Cause
 The next logical step is to narrow down the cause. 13
 Ask yourself questions like:

 Could it be something simple as a faulty network cable?
 Can you ping the device on the network?
 Where does the problem occur?
 When does the problem occur?
 When you have narrowed down the problem to a specific
factor (device, printer driver, network, etc.), it will be easier to
find information about the problem.
Application? Firmware?
MS support site TESSA
Device Known
spec? problem?
GKM
Information Resources
 Why ‘reinvent the wheel’? 14
 Maybe the same problem has been reported before.

 Maybe a solution to the problem is published.
 You can find a lot of bulletins and information on TESSA
and the GKM Knowledgebase Tier2.
GKM Troubleshooting Assistant (1/3)
 The Troubleshooting Assistant is part of the GKM 15
Knowledgebase Tier2.
 It functions as a step-by-step checklist to troubleshoot a

problem and if necessary, how to escalate the problem.
 To start the Troubleshooting Assistant, enter the 16
Knowledgebase Tier2 and select the category

‘Troubleshooting’ / ‘Troubleshooting Assistant’.
 In the found Answers, select ‘[TA] Troubleshooting
Assistant: Top page’
 The top page of the Troubleshooting 17
Assistant contains a list of issue/topic

pages.
 Here you can select one of the
categories which applies to the
problem.
 In the next steps the problem is
narrowed-down and possible solutions
are suggested along the way.
 If no solution is found the
Troubleshooting Assistant directs to the
applicable Problem Information Form to
escalate the problem.
Problem Information Form (PIF)
 A Problem Information Form (PIF) is a form to register all 18
information about a problem. It gives a an overview of the

problem and you can use it as a checklist when analyzing
a problem.
 In many cases a PIF must be included when escalating a
problem.
 There are different PIF’s available, depending on the type
of problem or product.
 All PIF’s are available via the GKM Troubleshooting
Assistant.
19
3. Troubleshooting Tools

Chapter Overview
3.1 Troubleshooting Tools Overview 20
3.2 Windows Tools

3.3 Print Capture using Print to File
3.4 Print Capture using Card Save
3.5 Print Capture using LPR
3.6 Wireshark
3.7 PCL Reader
3.8 Other useful tools
21
3.1 Troubleshooting Tools Overview

Troubleshooting Tools Overview
 This chapter describes the following tools that you can 22
use to analyse and troubleshoot connectivity related

problems:
 Windows Tools
 Print Capture using Print to File
 Print Capture using Card Save
 Print Capture using LPR
 PCL Reader
 Wireshark
 Other useful Tools
Client PC Device
Wireshark
Print Capture (Print to File / LPR) Print Capture (Card Save)
Windows Tools PCL Reader

3.2 Windows Tools
23

Windows Tools
 Windows OS provides many troubleshooting tools. 24
 Most of these tools are Command-Line based.

 The following tools are described in this chapter:
 IPConfig
 Netstat
 Nslookup
 Ping
 Tracert
 LPR
 FTP
 Telnet
IPConfig (1/2)
 IPConfig displays the current configuration of the installed 25
IP stack on the computer.

 At the command prompt, type ipconfig /all
 If your PC has more than one network adapter, the physical
address of each adapter is listed separately.
IPConfig (2/2)
 Type IPConfig /? to get a full list of supported commands: 26
Netstat (1/2)
 Netstat displays TCP/IP protocol statistics and active 27
connections to and from your computer.

Netstat (2/2)
 Type netstat /? to get a full list of supported commands. 28
Nslookup
 Performs DNS queries and examines content zone files 29
on local and remote servers.

 Commonly used to check the DNS record for any given IP
address or vice versa.
Ping
 Ping can be used to test the reachability of a host on an IP 30
network by sending an Internet Control Message Protocol

(ICMP) echo request packets to the target host and
waiting for an ICMP response.
 In the process it measures the time from transmission to
reception (round-trip time) and records any packet loss.
 Type ping /? to get a full list of supported commands.
Tracert
 Traceroute is a command which views the route of a 31
packet from your PC to one you specify.

 It will list all the routers it passes through until it reaches
its destination, or fails to and is discarded.
 In addition to this, it will tell you how long each 'hop' from
router to router takes.
 Type tracert /? to get a full list of supported commands.

LPR (1/2)
 With LPR you can print to a device without using a printer 32
driver. This can be useful to investigate if a problem is

related to the printer driver.
 With the following lpr command you can send a file
directly to the internal print queue of the printing device:
 Lpr -S <IP/Hostname> -P <queue name> <filename>
 Default queue name:

 Ricoh GW: lp
 EFI: print / hold / direct
LPR (2/2)
 LPR is enabled by default in WinXP/WinSer2003 33
 LPR must be activated in WinVista/Win7/WinSer2008

FTP
 You can also use FTP to print to a device without using a 34
printer driver. Also the transfer rate is displayed.

 You can print through FTP as follows:
 ftp <IP/Hostname>
 Login with a user (admin cannot print). If user authentication
is disabled, you can login as ‘anonymous’.
 Put <filename>
Telnet (1/3) - Test printing port 9100
 With the following Telnet command you can test if port 35
9100 (standard TCP/IP printing port) to the device is open:

 Telnet <IP/hostname> 9100
 You will see a black screen, then everything you type will be
printed after closing the screen.
Close screen
Type something
 If you cannot connect on port 9100, it could be that

‘DIPRINT’ on the device is inactive, or a firewall/router is
Telnet (2/3) - Test connection to SMTP server
 You can also use the following Telnet commands to test 36
the connection to an SMTP server (port 25):
 Telnet <IP/Hostname of SMTP server> 25

 helo server (start communication)
 mail from: (email address as specified in the sending device)
 rcpt to: (receiving email address)
 data (start data entry)
 Type some data
 . (end of data)
Telnet (3/3)
 Telnet is enabled by default in WinXP/WinSer2003 37
 Telnet must be activated in WinVista/Win7/WinSer2008

38
Exercise 1
Windows Tools

39
3.3 Print Capture using Print to File

Print to File
 Instead of sending the print job to the physical printer, you 40
can capture the print job to a file.

 You can let the printer driver print to a file in two ways:
 From the application: Select ‘Print to File’
Or
 Change the printer port to ‘FILE:’
From the application Change port to ‘FILE:’

PRN File
 When you print to file you can browse to a folder and 41
specify the file name.
 The file is saved as a PRN file (‘.prn’).

What to do with the PRN File?
 You can open the PRN file with a viewer like Notepad. 42
 Now you can check the PJL commands:

 Are authentication settings like username or usercode
actually used?
 Are the correct escape codes used for tray assignments or
fonts?
 Does the same problem occur on another printer?

 You can send the PRN file to a another printer by using lpr
commands: lpr –S <printer ip address> –P LP <filename>
43
3.4 Print Capture using Card Save

Card Save Introduction
 You can capture a print file with the Card Save function of 44
a device.
 When this function is activated, the print file is not printed,
but saved as a PRN file to an IC card or SD card.
 This function is very useful:
 To analyse if a print job arrives correctly at the device, for
example from a host printing environment such as AS/400,
OS/390 Host Print Data Center or a Mainframe.
 When capturing of network packets is not allowed.
Device
Print job Card Save

Card Save Procedure (1/5)
 Turn the main switch OFF 45
 Insert the SD card into service slot of the controller board.
 Turn the main switch ON

 Enter SP-mode, select Printer SP 46
 On a printer model, select ‘Service’
 Select ‘Service Mode’ / ‘Bit Switch’ / ‘Bit Switch 1 Settings’

 Set bit 1,2,3 and 4 to ‘1’ (ON), then press ‘#’
 This will enable the Card Save in the 'List/Test Print' menu.
 Go to the User Tools menu 47
 Select ‘Printer Features’ / ‘List Test Print’ tab

 On a printer model, press the Menu key, select ‘List/Test
Print’, then ‘Card Save’.
 Select the Card Save option

 Press the Printer button. 48
 ‘Card Save’ should be displayed in the display panel.
 Send a job to the printer.

 The communication light should start blinking.
 The PRN files are saved on the card in a folder named 49
‘prt\cardsave’.
 In the card save folder you will find 2 files:
Named sequentially from Contains a list of all files created on

PRT00000.prn to PRT99999.prn the card by the card save function
50
3.5 Print Capture using LPR

Print Capture using LPR Introduction
 Another method to capture print jobs from systems like AS 51
400, Unix or SAP is by using LPR.
LPR
AS 400 Windows PC Write to file

Configure the Windows PC as an LPD Server (1/2)
 Share the printer driver (any PDL) and specify the share 52
name.
 Change the printer port to a local port.
At ‘port name’, enter the

location and name of
the print file.
Configure the Windows PC as an LPD Server (2/2)
 To allow the OS to act as an LPD server, you have to 53
install the LPD service first.
Windows XP Windows 7
Configure Host System
 Configure LPR printing on any system, such as AS/400, 54
SAP or UNIX, to use the IP address of the Windows PC

which was configured as an LPD Server.
 The queue to print to is the share name of the printer on
the Windows PC.
55
Exercise 2
Capturing Print Data

3.6 Wireshark
56

Chapter Overview
3.6.1 Wireshark Overview 57
3.6.2 Connecting your PC

3.6.3 Interface Basics
3.6.4 Important Notes
58
3.6.1 Wireshark Overview

Introduction
 Wireshark is a free software tool to capture and analyse 59
network packets (aka a ‘packet sniffer’).

 Wireshark captures all packets that go past your NIC and
displays the packets in a way that they can be analysed.
Network packets
NIC
Network packets
 Wireshark is free and available on www.wireshark.org
When to use Wireshark
 A network packet capture is necessary to analyse or 60
escalate network related problems.
 By analysing a network capture you can follow the

network protocols step-by-step to determine what
happened and when a problem occurred.
 Some typical problems to analyse with Wireshark:

 A network related SC error (for instance SC850,993,818).
 Slow printing.
 A printer cannot connect to the network.
Wireshark resources
 This training module only covers the very 61
basics of Wireshark.
 The www.wireshark.org website provides a
wide range of learning and instruction material
 Videos
 User’s Guide
 And much more

62
3.6.2 Connecting your PC

Connecting your PC - overview
 To capture the packets you require, it is essential at which 63
point you connect your PC to the network.
 Hub:
I can ‘see’ all the packets going through the hub ! 
 Switch or router:
I cannot ‘see’ the packets between Host A and Host B 

Connecting your PC - Important note
 In any case where you want to connect your PC to the 64
customer’s network:
Get permission from the customer!
 Always ask the customer’s IT-administrator for permission

to connect your PC to the customer’s switch, router or
hub.
 Also ask permission if you want to interrupt a network
connection to ‘hub-out’ (see next slides).
Connecting to a hub
 A hub replicates all packets on all ports. 65
 If you want to capture packets from a hub, just connect

your PC to one of the free ports on the hub (don’t forget to
ask the customer for permission).
What goes in one port… .. goes out all ports

Connecting to a switch - Port mirroring
 Port mirroring (also known as ‘port spanning’) is a function 66
on a switch to replicate (‘mirror’) all packets going through

a port to another port on the same switch.
 Port mirroring must be enabled by the customer’s IT

administrator.
Connecting to a switch - Monitoring port
 Some switches have a monitoring port. 67
 All data through all ports on the switch is replicated on the

monitoring port.
Using a hub to ‘hub-out’
 If you cannot use port mirroring or a monitor port, you can 68
insert a hub to the connection you want to analyse.
Example of a hub
69
3.6.3 Interface Basics

Starting and stopping a capture
 There are different ways to start a capture. An easy way is 70
through the ‘Capture’>’Interfaces’ menu:
Click on ‘Start’ next to the interface you want to capture from.
 Click here to stop the capture:

Main screen overview
 After a capture, your screen will look something like this: 71
Packet list
Packet details
Packet bytes (hexdump)

Display filters (1/2)
 In the Filter toolbar you can edit and apply display filters. 72
 Use a display filter when you are looking for specific

packets in your capture, such as a specific IP-address or
protocol.
 Some examples:
 Only display packets from- and to IP-address 10.111.39.251

Display filters (2/2)
 Instead of typing in the filter string, a very easy way to 73
apply a filter is by ‘right-clicking’ in your capture.

 In the Packet list:
Right-click on an IP-address
 Or in the Packet details:

Right-click on a protocol
Follow TCP Stream
 To analyse TCP based protocols you can use 'Follow TCP 74
Stream' to display the data from a TCP stream in the way

that the application layer sees it.
 Just select a one of the TCP packets in the stream and
select ‘Analyze’/’Follow TCP Stream’. Wireshark will set
an appropriate display filter and display a dialog box with
the TCP stream laid out in order.
Follow TCP Stream - Save print data
 When you captured a print job, you can use Follow TCP 75
Stream to save the print data to a print file

Saving and restoring a capture
 You can save your capture to a file, or restore your 76
capture from a file.

 The extension for native Wireshark files is ‘.pcap’
 In most cases, when you report/escalate a problem, you

must include a Wireshark capture of the problem.
77
3.6.4 Important Notes

Always ask the customer for permission!
 The data you capture can contain confidential information. 78
 Always ask the customer for permission and explain why

you need to capture data from the customers network.
PCL data
View with ‘PCL

Reader’ (see
next chapter)
Timing
 Timing is essential when you want to analyse a problem 79
using Wireshark.
 You must capture the packets when the problem occurs:
 Start packet capturing.
 Reproduce the problem.
 After the problem occurs, stop packet capturing.
 Is everything in sync?
Clock of your PC Clock of the device Clock of the server
Do not use capture filters when escalating a problem!
 It is ok to use display filters and capture filters, however: 80
 DO NOT use capture filters when you use the captured

data to escalate a problem.
 If you use capture filters, important information could be

missing, which is needed by the support department to
analyse the problem.
What to capture?
 Beside making a capture when the problem occurs, it 81
might be useful to also make a capture when the problem

does not occur.
 To identify a problem, you can compare the ‘error
situation’ with the ‘normal situation’.
 What are the differences?
Printing problem
What is the difference?
No problem
3.7 PCL Reader
82

PCL Reader Introduction
 PCL Reader is a tool to troubleshoot PCL-driver related 83
problems.
 PCL Reader is free (limited features) and available on
www.pclreader.com.
 PCL Reader allows you to index, search, retrieve,
extract/normalize and view PCL files.
View with PCL Reader
PCL data
How it Works
 In the previous chapters you learned how to print to a file 84
or create a network packet capture.

 If you capture a PCL print job to a file or capture the PCL
data with Wireshark, you can open the PCL data with PCL
Reader.
PCL print job file
Original Word document Open with PCL Reader
PCL data stream

captured with
Wireshark
Important
 PCL Reader or similar tools use their own PCL interpreter. 85
 If these tools do not view a print file correctly, that does

not guaranty that there is something wrong with the print
file.
 Using these tools is only for your own reference to help
during troubleshooting.
86
Exercise 3
Wireshark

87
3.8 Other Useful Tools

Notepad++
 Notepad++ is a freeware source-code editor-tool and can 88
be used as replacement for Notepad.

 Analysing a print file With Notepad++ can be easier then
with standard Notepad. For example analysing the escape
codes.
Hex Dump (1/3)
 Instead using the Card Save option on a device, you can 89
use Hex Dump to printout a print job in Hex data.

 You can use this to analyse if the print job arrives correctly
at the device.
 Enabling Hex Dump mode:
 Select ‘Hex Dump’ in Printer Features
 The printer now displays ‘Hex dump Mode’
Hex Dump (2/3)
 You can use a Hex Editor to compare the print job at the 90
PC with the output of the Hex Dump on the device.
Match
HEX Editor
Print environment
?????
PrintJob
Printer output
Printer
Hex Dump (3/3)
 You can also use Hex Dump to recognise the language 91
(PDL) of the print job (Ricoh driver? Or something else?)
Language Starts with Characterisics

Pcl5 Driver PJL Escape codes starting from page 3/4
Pcl6 Driver PJL Just a few escape codes
Postscript Driver PJL (1st line) Almost no escape codes
Pcl5 Pcl5 Escape codes starting from page 1
Postscript Postscript Almost no escape codes
 For more information about the specification of PCL and

PJL, see the WICE training module ‘PCL/PJL’
(Connectivity Master, Basic module).
Collect print data from Windows print spooler
 If you make the following settings in the printer driver, 92
printed documents are kept in the folder C:\WINDOWS\

System32\spool\PRINTERS.
 This can be useful if a problem occurred in the past and you
know the time/date of the problem.
Select ‘Keep printed documents’
With a PostScript driver do not select

‘Enable advanced printing
features’, or jobs will be stored in
EMF format instead of PostScript.
KDiff3
 A freeware tool to compare files. 93
 Very useful to compare print files.

Colour pick tools
 There are many freeware tools available to display the 94
colour of a specific part on the screen, such as ‘Pixie’ or

‘ColorPic’.
 These kind of tools can be useful to see if parts of a
document are really B/W, when a customer complains that
B/W prints are charged as colour prints.
 Black: R=0 G=0 B=0

 White: R=255 G=255 B=255
 Grey: R=G=B
95
4. Data Collection Tools

Chapter Overview
4.1 Data Collection Tools Overview 96
4.2 Device Log Collection through Telnet/FTP/Rsh

4.3 Log Collection Tool (RLogTool)
4.4 Support Tool (RSInfo)
97
4.1 Data Collection Tools Overview

Data Collection Tools Overview (1/2)
 This chapter describes the following tools to collect data 98
from a device, server or client PC:

 Device Log collection:
 Telnet
 FTP
 Rsh
 Log Collection Tool (RLogTool)
 Data collection from a server or client PC:
 Support Tool (RSInfo)
 In most cases you cannot use the collected data to

analyse a problem, but you will need this data to include in
a report when you escalate a problem.
Data Collection Tools Overview (2/2)
99
Server
Support Tool
- OS Info
- Event Log
Device
Client PC
FTP Telnet Rsh
Support Tool
Log Collection Tool
- Application Log
- System Logs
- OS Info
- Job Logs
- Event Log
- Mmesg Logs
Device Log Files Overview
 Device logs are a record of events that have occurred on 100
a device.
 Several logs are available on GW devices, such as:

 Syslog (System log)
 Prnlog (Job history log)
 Ps (active processes)
 Mmesg (proprietary logs)
 Device logs can be obtained in several ways.

 With a Ricoh software tool (Log Collection Tool).
 Or using other methods, such as:
 Telnet
 FTP
 Rsh
GW Log ID Table (mmesg logs)
 A GW device has a lot of log files related to all kinds of 101
internal processes (Java-VM, Fax, Printer etc.).

 These are called ‘mmesg’ logs. Each mmesg log file has a
specific Log ID.
 The amount of log files depend on the device.
 Below is an example of a GW Log ID table:
Category Log Name Log ID Size Category GW Remarks
NCSD 2000 16 KB NCS Y Process status and events for Network Control System
DIPRINTD 2001 4 KB NCS Y Sequences between the NIB and the application via diprint
Network LPD 2002 4 KB NCS Y Sequences between the lpd and the application
CENTROD 2003 4 KB NCS Y Process status and events for Centronics communication
MULTID 2004 8 KB NCS Y Process status and events for Netware, AppleTalk, NetBEUI
USBD 2005 4 KB NCS Y(*1) Process status and events for USB communication
ECS 1000 Service Layer Y Process status and events for Engine Control System
SCS 2222 Service Layer Y Process status and events for Scanner Control System
IMH 256 Service Layer Y Process status of accessing the HDD/ Engine
Printer MCS 1025 Service Layer Y Process status and events for Memory Control System
GPS error 4400 Printer Y Printer Error logs
GPS status 4401 Printer Y(*1) Printer Status logs
LPD log 4500 Printer Y(*1) LPD logs
GPS panel 4600 Printer Y(*1) Printer Panel message logs
 An up-to-date GW Log ID table is included in the files of

the Ricoh Log Collection Tool (described later).
102
4.2 Device Log Collection through

Telnet/FTP/Rsh

Telnet (1/3)
 The Telnet (TELetype NETwork) protocol allows you to 103
remotely log-in a device and view/configure settings using

the Windows Command Prompt.
 Use the following command to login to a device:
 C:\telnet <device IP address>
 Enter the login name and password if necessary.

Telnet (2/3)
 Enter the following commands to view logs: 104
 ‘Syslog’
 Views the system log
 ‘Prnlog’
 Views the job history log
 These logs can also be viewed through Web Image

Monitor.
Telnet (3/3)
 Enter ‘?’ to see all available Telnet commands 105
 Enter ‘logout’ to end the Telnet session.

FTP (1/3)
 FTP (File Transfer Protocol) allows you to remotely log-in 106
a device and download logs using the Windows Command

Prompt.
 Use the following command to login to a device:
 C:\ftp <device IP address>
 Enter the login name and password if necessary.

 By default you can login as “guest” without a password.
FTP (2/3)
 Enter ‘dir’ or ‘ls’ to view a list of available logs 107
 Help: Help for using ftp commands

 Info: Info about device options and printer languages
 Install: Install script for Unix
 Prnlog: Job history
 Stat: Device status
 Syslog: System log
 Enter ‘get’ <log type> to download the log file
 Downloaded log files are stored in the folder from which

you started the FTP session. You can open the files with
Notepad.
FTP (3/3)
 Enter ‘?’ or ‘help’ to see all available FTP commands 108
 Enter ‘quit’ to end the FTP session.

Rsh (1/2)
 Rsh (Remote Shell) is a command line tool, which allows 109
you to remotely execute Linux/Unix commands on a GW

device.
 With Rsh you can capture mmesg logs from a GW device.
 This capturing operation requires an OS which supports

“rsh” (NT4.0, Win 2000, Win 2003, Win XP, Linux).
 Important:
 When you use the continuous capturing option
(mmesg_auto), start the capturing of log files BEFORE you
reproduce the problem.
Rsh (2/2)
 You can use the following commands to collect the logs: 110
 Rsh (host ip address) mmesg_auto (log ID) > (file name)

or
 Rsh (host ip address) mmesg (log ID) > (file name)
 Mmesg: capturing of logs stored temporarily in RAM.

 Mmesg_auto: continuous capturing of logs.
 (Log ID): Log ID to collect (see GW System Log ID table).
 (File name): Folder/name of the capture file to be stored on
your PC.
 Example:
111
4.3 Log Collection Tool (RLogTool)

Log Collection Tool Introduction
 To make collection of device logs more easier, Ricoh has 112
created the Log Collection Tool (also called RLogTool).
 The Log Collection Tool and a detailed instruction manual

can be downloaded from TESSA.
Log Collection Tool Files
 The folder of the tool contains a couple of .ini files and an 113
executable: RlogTool.exe.
 It also includes the latest GW Log ID table.
 Double click the executable to start the tool.
Add the target device
 Select [Add] and add the IP address or hostname of the 114
target GW device.
Select the Log ID’s
 The log ID’s can be selected manually by number or by 115
category.
 Selecting by category is useful if you have identified the
part of the MFP that is affected.
 For example, if you are facing a scanning problem you can
press the scan button in the tool.
 This will automatically select all mmesg ID’s needed to
troubleshoot a scanning problem.
Start Collecting Logs
 Select the folder for storing the log files. 116
 Select the log ID’s you want to collect.

 Select [Start].
 Then reproduce the problem.
Output
 When the stop button is pressed, the logs and a history 117
file will be output to the locations specified.

 All files must be included when escalating a problem.
 Also, the time that the problem happened should be
reported.
 The output files of the Log Collection Tool are difficult to

understand and are intended to be analysed by the Ricoh
Japan design section.
Important
 When you escalate a problem it is highly recommended to 118
capture with Wireshark at the same time as retreiving data

with the Log Collection Tool.
1. Start the Wireshark capture.

2. Start collecting the logs with the Log Collection Tool.
3. Reproduce the problem
4. When the problem occurs, leave the Log Collection Tool
running for a few minutes.
5. Stop the Wireshark capture.
 Include both the data from the Log Collection Tool and
from Wireshark in your report.
119
Exercise 4
Viewing and Collecting Device Logs

120
4.4 Support Tool (RSInfo)

Support Tool
 The Support Tool collects information of PC environment, 121
network environment and/or document management

software.
 The Support Tool can be downloaded from TESSA.

Running the Tool (1/4)
 Unzip the tool and double-click on RSInfo.exe. 122
 Select the info you want to collect and select [Next].

 Select where you want to store the collected data and 123
click [Next].
 You can specify more information to collect (when 124
applicable).
 When you click [Finish], the tool will start to collect the 125
requested data.
Collected Data
 The information will be saved as an .exe file: 126
RsiResult.exe.
 When you run the .exe file, the content will be extracted to
a specified folder.
View the Collected Data
 Some of the data is stored in an XML file. 127
 When you open the XML file with an XML viewer (for
instance a web browser), you can view the content.
XSL Style Sheet
 From the previous slide you can see that the information is 128
not really structured.

 That’s because the XML file should be combined with a
so-called style sheet; an XSL file.
 The XSL file can be found in the Rsinfo folder.
Other Data
 Besides the XML file, you will also find collected Windows 129
Event logs, Printer Driver information etc.

130
Exercise 5
Support Tool

131
5. Problem Reporting and Escalation

Chapter Overview
5.1 Introduction 132
5.2 Information Collection from Device

5.3 Information Collection from PC
5.4 Problem Reproduction
5.5 Problem Escalation
5.1 Introduction
133

Introduction to Problem Reporting
 To minimize the time between escalating a problem and 134
getting a solution to the problem, the following is important

when escalating network related problems:
 A clear and detailed description of the problem.
 Log files, captures, screenshots, network information, used
applications (including version) and anything else that is
relevant to troubleshoot this problem.
 A clear indication what the customer expects and is willing to
accept.
5Ws and H
 The key to problem reporting is the 5Ws and H: 135
Who All users? Specific user or group? Specific location?
All models or Specific model?

What
Specific data or all data?
When Occurrence rate: 100%, intermittent?
Where On MFP/Printer? Network? Driver?
Why Trigger?
How Reproduction procedure

136
5.2 Information Collection from Device

Information Retrieved from Device
 If the problem is related to a specific device, the following 137
items can be printed/collected:

 Configuration page.
 SMC.
 Font List.
 Device Settings (WIM/Panel).
 Error Report/ Error Log.
 mmseg logs (Log Collection Tool).
 Print samples.
Configuration Page
 The configuration page is very useful. It contains 138
information about:
 Tray, PDL, and network settings.
 Firmware versions.
 Installed options.
SMC
 Always include the SMC (All). 139
 It contains information (amongst others) about:

 Firmware versions.
 SP settings.
Font Lists
 If the problem is related to fonts, print the Font Lists 140
(shows all the installed fonts).

 There are up to 4 font lists:
 PCL.
 PS.
 PDF.
 IPDS.
Device Settings
 Make a screenshot or write down any MFP settings that 141
might be applicable to the problem.

Error Report/ Error Log
 Error reports are printed when the device encounters an 142
error while printing a job.

 The error log is a log of all errors.
Mmseg logs (Log Collection Tool)
 Mmesg logs are internal device logs corresponding to 143
various device modules and functions.

 The Log Collection Tool which can be used to download
these logs is explained in one of the previous chapters.
Print Samples
 The easiest way to show a problem is to show print 144
samples of a proper print out and a wrong print out.

 Note that sending only the wrong output (NG) is not always
helpful.
 The problem is usually a lot more clear when you also send
the proper printout (G)
 On the printout, clearly indicate what the problem is.
Good (G) Not Good (NG)

145
5.3 Information Collection from PC

Information retrieved from a PC
 The following can be collected from a PC to allow 146
troubleshooting:
 Print capture
 Document original (.doc, .pdf, .xls, etc.)
 Information about a PC (Rsinfo)
 Application (name, vendor, version)
 Driver (PDL, version, settings)
 Screen capture (error messages, etc.)
 Windows Event Log
Print Capture
 Print captures contain lots of information, including what 147
commands were generated by the driver.

 It is very useful to verify the problem.
 Print Capture is explained in one of the previous chapters.
Document Original
 Even if you have a print capture, it can help if you send 148
the original file as well, if possible.

 Using the original file, the problem can be reproduced
exactly as the customer is experiencing it.
Support Tool
 The Support Tool (also called RSInfo) should be run if a 149
PC is involved in the reproduction process (ie. submitting

a job, acting as a Scan to SMB destination).
 The Support Tool is already explained in one of the
previous chapters in this module.
Application
 If an application is causing problems, please specify the 150
application name, vendor, version, Operating System,

installed patches and/ or Service Packs.
 Note that this info is also collected by the Support Tool.
Printer Drivers
 If the problem is driver related, please specify the driver 151
version and PDL (shown in the About window).

 Note that this info is also collected by the Support Tool.
Screen Capture
 Please take screen captures of anything related to the 152
problem.
Windows Event Log
 Only required if RSInfo does not run. 153
 RSInfo will gather the Event Log automatically.

Network Packet Capture
 Network packet capture includes all communication 154
between all devices in the network.

 It is very useful to investigate a phenomenon or
customer’s environment deeply.
 Ricoh Japan standardized on using Wireshark, which is
explained in one of the previous chapters.
 A network diagram is only required when the location of
PC, Server, MFP/Printer in a different location or if the
network is very complex.
155
5.4 Problem Reproduction

Problem Reproduction
 Problem reproduction can be used as an indicator of how 156
well a customer’s report is understood.

 If the problem cannot be reproduced based on what has
been reported, more information is needed.
 Think of it in this way: if you cannot reproduce the problem,
how do you expect the support department to reproduce it?
OS/Application
 Problems affecting only a particular application or OS 157
might not be something that Ricoh can fix.

 Sometimes the application/OS developer needs to be
contacted.
Check points
1 Is only a single PC affected?
2 Is only a specific OS affected?
3 Are all service packs installed?
4 Is only a specific application affected?
5 Is only a specific version of the application affected?
6 Does the problem only affect a specific document?
Printer Drivers
158
Printer driver
Check points
1 Is the latest version of the driver affected? Older versions?
2 Does the problem only affect a particular PDL?
Printer driver settings
Check point Settings

1 Graphics Mode Vector, Raster
2 Resolution 600dpi, 1200dpi
3 Image Processing Priority High Quality, Standard
4 Tray Input Tray, Auto Tray Select
5 Document Size Specific Paper size, Custom paper size
Device (MFP/Printer)
159
Device
Check points
1 Is the latest firmware installed?
2 Are all generation of RICOH models affected?
3 Are any non-Ricoh models affected/unaffected?
Device Settings
160
Device settings
Check point Settings
1 Memory Usage Frame Priority, Font Priority
2 Auto continue On, Off
3 Does the problem affect a <specific PDL>, Auto
specific PDL?
4 Letterhead setting Off, Auto Detect
Network
161
Network
Check points
1 Can the printer/print server be pinged?
2 Are both RAW and LPR ports affected?
3 Are all connection types (USB, network) affected?
4 Is a specific protocol disabled?
5 Does printing via cross cable work?
162
5.5 Problem Escalation

Problem Escalation
 There are no fixed rules about what information is needed 163
in any given situation.

 However, the following slides give some guidelines and
examples that should help in the decision making process.
Case 1: Application or Driver Issue
164
Clear description for phenomenon Mandatory

Clear description for environment Mandatory
Clear expectation for customer’s request Mandatory
Clear description for reproduction Mandatory
Comparison with other generation models
Mandatory
or other vender’s models
Required information:
1. Configuration page, SMC and font list
2. Application name and version
3. Driver PDL and version
4. OK, NG samples (scanned data) and screen capture
5. Print capture, document original
6. RSInfo, mmseg
Case 2: Printer Firmware Issue
165

Mandatory
1. Configuration page, SMC and font list and mmesg
2. Driver PDL and version
3. Print capture, document original
4. OK, NG samples (scanned data) and screen capture
Case 3: Network Issue
166

Mandatory
1. Configuration page, SMC, mmesg and RSInfo
3. Network diagram (including capture point),
4. Network packet capture (simultaneous with mmesg),
5. Router/Switch configuration and model.
Problem Reporting
 When you have to escalate a problem, it is important that 167
your report is thorough and to the point.

 As an example, let’s have a look at the below report:
Dear support,
I received a report form our customer as follows. I could not find any way to
resolve their problem and have therefore issued this report. We need a solution
by mid-June if we are to close this deal. Otherwise we’ll lose it to HP.
From the customer:
This is Tom from ABC Store. Thank you for attending our meeting. Your ideas
were helpful. However since our meeting, I have encountered a new problem.
The Aficio MP C4000 is not able to correctly print one of our Excel documents.
Some characters and lines are missing and the color is not the same as shown
on the display. Our HP devices print without problems.
SMC Scan log
File File
Report Example: Improvement Points (1/2)
What did you test?

168
Dear support,
I received a report form our customer as follows. I could not find any
way to resolve their problem and have therefore issued this report. We
need a solution mid-June if we are to close this deal. Otherwise, we’ll
lose it to HP.
Provide details about the deal

A more precise date should be included
Report Example: Improvement Points (2/2)
PDL and version? 169
Driver settings?
Application settings?
Excel version? Which OS?
Unnecessary information
From the customer:

This is TOM from ABC Store. Thank you for attending our meeting.
Your ideas were helpful. However since our meeting, I have
encountered a new problem. The Aficio MP C4000 is not able to
correctly print one of our Excel documents. Some characters and lines
are missing and the color is not the same as shown on the display.
Our HP devices print without problems.
Which models?
OK or NG samples
for which problem? SMC Scan log
File File
No Configuration page and print capture file
What is this?
Report Example: Expected Report (1/4)
Dear support,
Our customer, ABC store, reported an MP C4000 printing problem.

If we are able to solve the problem by June 15th, they will buy 10 MP C4000.
Problem summary
When printing an Excel document using PCL6 UD ver1.0.0.0,
2 problems are encountered:
1) Characters and lines missing from the printout
2) The shaded cells are darker than shown on the screen
3) These problem affects printing from all of the PCs tested.
4) HP LJ 9050n prints as the customer expects.
Environment
OS: Windows XP SP 3
Application: Microsoft Excel 2002 SP3
Reproduction 171
Open the attached Excel document and print using PCL6 UD ver2.1.0.0
This is also occurred on MP C3001(09A) and MP C7501(08A) with PCL UD.
Note: all default driver settings
Test Results:
According to our test result in our lab, PCL UD seem to be a cause.
Conditions Result
MPC4000 (08S) PCL UD driver + Excel 2002 NG
MPC4000 PCL UD driver + Excel 2000 NG
MPC4000 PS v1.0/PCL driver v1.2 + Excel 2002 OK
MP C3001(09A) PCL UD driver + Excel 2002 NG
MP C7501(08A) PCL UD driver + Excel 2002 NG
HP LJ 9050n PCL + Excel 2002 OK
172
Status
PCL/PS mono drivers print the data correctly but it was not accepted as
workaround by the customer because of the following:
1. The customer have standardized on the PCL6 UD.
2. Increases the resolution to 1200dpi (Spools are too large and print time
increased)
Therefore, we need a fixed version PCL UD by the deadline.

173
Attached file
1. SMC and Configuration page for 3 tested models
2. Configuration page for LJ9050n
3. Original excel file
4. OK and NG scan for problem1 and 2
5. RSInfo and print capture file on the client PC
SM Config HP Excel OK 1 OK 2 Print

SM
SM RSInfo
cap
Page Config Scan
NG 1 NG 2
Scan
CCC File
Scan Scan
6. Case Studies
174

Chapter Overview
6.1 Introduction 175
6.2 PowerPoint 2007

6.3 Accessories Not Updated
6.1 Introduction
176

Case Studies
 This chapter describes some customer case studies. 177
 The idea of this chapter is to show you how you can use
different troubleshooting techniques and tools.
 Hopefully, by reading these studies, you will be able to use
similar techniques when you encounter problems at
customer sites.
178
6.2 PowerPoint 2007

PowerPoint 2007 Problem
 You print a document that contains a shaded graphic 179
object in a 2007 Microsoft Office program.

 If you print the document to a non-PostScript black-and-
white printer, the shaded graphic objects may not print as
expected.
 The printed colours and tones of some objects may differ
from those of the original document.
 Or, a line may be printed on the object.
 This only occurs if the document is printed using
PowerPoint 2007.
 Printing the same document using another version of
PowerPoint results in the correct output.
Microsoft Help and Support
 Search the MS Help and Support site for anything 180
matching the PowerPoint 2007 problem described in the

previous slide.
Answer on Microsoft Help and Support
 http://support.microsoft.com/kb/927283/ 181
 This issue may occur if you insert the following objects in

a 2007 Office program: Graphs, SmartArt graphics,
shapes, or images that have the following effects applied:
 Blur
 Reflection
 Shadow
 Sparkling
 Three-dimensional formatting
 Conclusion: This is an application issue and not related to

our devices.
182
6.3 Accessories Not Updated

Symptom
 When you click on the “Update Now” button in the PCL6 183
Universal Driver, the accessories are not updated.

Solution
184
185
Troubleshooting for Connectivity Master

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Troubleshooting for Connectivity Master

Ricoh Academy Europe

 Do basic troubleshooting on connectivity related problems.

 Use various tools to analyse connectivity related problems.

 Use various tools to collect data, needed to report and

 Report and escalate connectivity related problems in a

 Device with GW controller

 At the end of this course, you can do the exam on WICE

2. General Troubleshooting and Escalation Tips

Ricoh Academy Europe

Network hardware issue??

Application?? (bug) Protocol issue?? (wrong IP address, subnet, gateway)

Driver?? (wrong driver, bug)

 And many, many more…

 This training will give you a head start in the right

 There are two types of tools described in this training:

 Therefore, another very important part of this training is

 To minimize the time between escalating a problem and

 This training describes which tools you can use, which

2. General Troubleshooting and

Ricoh Academy Europe

understand exactly what the problem is.

 Ask yourself questions like:

 Maybe the same problem has been reported before.

 It functions as a step-by-step checklist to troubleshoot a

Knowledgebase Tier2 and select the category

Assistant contains a list of issue/topic

information about a problem. It gives a an overview of the

Ricoh Academy Europe

3.2 Windows Tools

3.1 Troubleshooting Tools Overview

Ricoh Academy Europe

use to analyse and troubleshoot connectivity related

Print Capture (Print to File / LPR) Print Capture (Card Save)

Windows Tools PCL Reader

Ricoh Academy Europe

 Most of these tools are Command-Line based.

IP stack on the computer.

connections to and from your computer.

on local and remote servers.

network by sending an Internet Control Message Protocol

packet from your PC to one you specify.

 Type tracert /? to get a full list of supported commands.

driver. This can be useful to investigate if a problem is

 Lpr -S <IP/Hostname> -P <queue name> <filename>

 Default queue name:

 LPR must be activated in WinVista/Win7/WinSer2008

printer driver. Also the transfer rate is displayed.

9100 (standard TCP/IP printing port) to the device is open:

 If you cannot connect on port 9100, it could be that

the connection to an SMTP server (port 25):

 Telnet <IP/Hostname of SMTP server> 25

 Telnet must be activated in WinVista/Win7/WinSer2008

Ricoh Academy Europe

3.3 Print Capture using Print to File

Ricoh Academy Europe

can capture the print job to a file.

From the application Change port to ‘FILE:’

specify the file name.

 The file is saved as a PRN file (‘.prn’).

 Now you can check the PJL commands:

 Does the same problem occur on another printer?