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Troubleshooting for Connectivity Master

Connectivity Master

Full training

Created by: Ricoh Academy Europe Version: 1.0.a Classification: Internal

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Objectives

After completing this training you should be able to:

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.

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Requirements

Windows PC

Software: Wireshark PCL Reader Log Collection Tool Support Tool

Device with GW controller

This presentation

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Pre-requisites and Exam

Basic Network Printing for Windows

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

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Module Overview

1. Introduction

2. General Troubleshooting and Escalation Tips

3. Troubleshooting Tools

4. Data Collection Tools

5. Problem Reporting and Escalation

6. Case Studies

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1. Introduction

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Connectivity Troubleshooting

Troubleshooting connectivity-related issues can be very complex.

Just imagine what could cause a printing problem:

And many, many more…

Operating System?? (spooler, hard drive space)

Driver?? (wrong driver, bug)

Application?? (bug)

Controller issue??

(HDD, memory,

firmware bug)

Network hardware issue??

(network cable, switch, router, gateway)

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

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Tools and Tips

To become ‘the ultimate connectivity troubleshooter’ you 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.

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Reporting and Escalation

You will not always be able to solve every problem. 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.

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2. General Troubleshooting and Escalation Tips

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Understand the Problem

Before you ‘blindly’ start troubleshooting, make sure you 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.

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Understand the Network Topology

It is essential that you know network topology in which the problem occurs.

Devices like routers, firewalls and gateways can cause unexpected problems. For example: Broadcasts being rejected by some routers. Firewalls blocking ports.

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Narrow Down the Cause

The next logical step is to narrow down the cause. 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.

Known problem?

GKM

Device spec?

Firmware?

TESSA

Application?

MS support site

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Information Resources

Why ‘reinvent the wheel’? 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.

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GKM Troubleshooting Assistant (1/3)

The Troubleshooting Assistant is part of the GKM Knowledgebase Tier2.

It functions as a step-by-step checklist to troubleshoot a problem and if necessary, how to escalate the problem.

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GKM Troubleshooting Assistant (2/3)

To start the Troubleshooting Assistant, enter the Knowledgebase Tier2 and select the category ‘Troubleshooting’ / ‘Troubleshooting Assistant’.

In the found Answers, select ‘[TA] Troubleshooting Assistant: Top page’

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GKM Troubleshooting Assistant (3/3)

The top page of the Troubleshooting 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.

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Problem Information Form (PIF)

A Problem Information Form (PIF) is a form to register all 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.

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3. Troubleshooting Tools

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Chapter Overview

3.1 Troubleshooting Tools Overview

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

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3.1 Troubleshooting Tools Overview

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Troubleshooting Tools Overview

This chapter describes the following tools that you can 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

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

PCL Reader

Wireshark

Windows Tools

Client PC Device

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3.2 Windows Tools

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Windows Tools

Windows OS provides many troubleshooting tools. Most of these tools are Command-Line based. The following tools are described in this chapter:

IPConfig Netstat Nslookup Ping Tracert LPR FTP Telnet

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IPConfig (1/2)

IPConfig displays the current configuration of the installed 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.

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IPConfig (2/2)

Type IPConfig /? to get a full list of supported commands:

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Netstat (1/2)

Netstat displays TCP/IP protocol statistics and active connections to and from your computer.

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Netstat (2/2)

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

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Nslookup

Performs DNS queries and examines content zone files on local and remote servers.

Commonly used to check the DNS record for any given IP address or vice versa.

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Ping

Ping can be used to test the reachability of a host on an IP 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.

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Tracert

Traceroute is a command which views the route of a 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.

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LPR (1/2)

With LPR you can print to a device without using a printer 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

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LPR (2/2)

LPR is enabled by default in WinXP/WinSer2003 LPR must be activated in WinVista/Win7/WinSer2008

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FTP

You can also use FTP to print to a device without using a 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>

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Telnet (1/3) - Test printing port 9100

With the following Telnet command you can test if port 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.

If you cannot connect on port 9100, it could be that ‘DIPRINT’ on the device is inactive, or a firewall/router is blocking port 9100.

Type something

Close screen

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Telnet (2/3) - Test connection to SMTP server

You can also use the following Telnet commands to test 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)

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Telnet (3/3)

Telnet is enabled by default in WinXP/WinSer2003 Telnet must be activated in WinVista/Win7/WinSer2008

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Exercise 1

Windows Tools

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3.3 Print Capture using Print to File

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Print to File

Instead of sending the print job to the physical printer, you 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:’

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PRN File

When you print to file you can browse to a folder and specify the file name.

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

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What to do with the PRN File?

You can open the PRN file with a viewer like Notepad. 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>

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3.4 Print Capture using Card Save

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Card Save Introduction

You can capture a print file with the Card Save function of 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

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Card Save Procedure (1/5)

Turn the main switch OFF Insert the SD card into service slot of the controller board.

Turn the main switch ON

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Card Save Procedure (2/5)

Enter SP-mode, select Printer SP 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.

After capturing, be sure to set bits 1,2, 3 and 4 back to 0 (OFF).

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Card Save Procedure (3/5)

Go to the User Tools menu 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

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Card Save Procedure (4/5)

Press the Printer button. ‘Card Save’ should be displayed in the display panel.

Send a job to the printer. The communication light should start blinking.

The print data will be written to the IC or SD card.

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Card Save Procedure (5/5)

The PRN files are saved on the card in a folder named ‘prt\cardsave’.

In the card save folder you will find 2 files:

Named sequentially from PRT00000.prn to PRT99999.prn

Contains a list of all files created on the card by the card save function

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3.5 Print Capture using LPR

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Print Capture using LPR Introduction

Another method to capture print jobs from systems like AS 400, Unix or SAP is by using LPR.

AS 400 Windows PC Write to file

LPR

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Configure the Windows PC as an LPD Server (1/2)

Share the printer driver (any PDL) and specify the share name.

Change the printer port to a local port.

At ‘port name’, enter the location and name of the print file.

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Configure the Windows PC as an LPD Server (2/2)

To allow the OS to act as an LPD server, you have to install the LPD service first.

Windows XP Windows 7

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Configure Host System

Configure LPR printing on any system, such as AS/400, 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.

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Exercise 2

Capturing Print Data

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3.6 Wireshark

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Chapter Overview

3.6.1 Wireshark Overview

3.6.2 Connecting your PC

3.6.3 Interface Basics

3.6.4 Important Notes

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3.6.1 Wireshark Overview

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Introduction

Wireshark is a free software tool to capture and analyse 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.

Wireshark is free and available on www.wireshark.org

Network packets

NICNetwork packets

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When to use Wireshark

A network packet capture is necessary to analyse or 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.

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Wireshark resources

This training module only covers the very basics of Wireshark.

The www.wireshark.org website provides a wide range of learning and instruction material

Videos

User’s Guide

And much more

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3.6.2 Connecting your PC

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Connecting your PC - overview

To capture the packets you require, it is essential at which point you connect your PC to the network.

Hub:

Switch or router:

I can ‘see’ all the packets going through the hub !

I cannot ‘see’ the packets between Host A and Host B

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Connecting your PC - Important note

In any case where you want to connect your PC to the 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).

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Connecting to a hub

A hub replicates all packets on all ports. 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

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Connecting to a switch - Port mirroring

Port mirroring (also known as ‘port spanning’) is a function 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.

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Connecting to a switch - Monitoring port

Some switches have a monitoring port. All data through all ports on the switch is replicated on the

monitoring port.

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Using a hub to ‘hub-out’

If you cannot use port mirroring or a monitor port, you can insert a hub to the connection you want to analyse.

Example of a hub

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3.6.3 Interface Basics

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Starting and stopping a capture

There are different ways to start a capture. An easy way is through the ‘Capture’>’Interfaces’ menu:

Click here to stop the capture:

Click on ‘Start’ next to the interface you want to capture from.

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Main screen overview

After a capture, your screen will look something like this:

Packet list

Packet details

Packet bytes (hexdump)

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Display filters (1/2)

In the Filter toolbar you can edit and apply display filters.

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

Only display HTTP packets

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Display filters (2/2)

Instead of typing in the filter string, a very easy way to apply a filter is by ‘right-clicking’ in your capture. In the Packet list:

Or in the Packet details:

Right-click on an IP-address

Right-click on a protocol

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Follow TCP Stream

To analyse TCP based protocols you can use 'Follow TCP 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.

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Follow TCP Stream - Save print data

When you captured a print job, you can use Follow TCP Stream to save the print data to a print file

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Saving and restoring a capture

You can save your capture to a file, or restore your 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.

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3.6.4 Important Notes

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Always ask the customer for permission!

The data you capture can contain confidential information. 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)

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Timing

Timing is essential when you want to analyse a problem 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

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Do not use capture filters when escalating a problem!

It is ok to use display filters and capture filters, however:

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.

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What to capture?

Beside making a capture when the problem occurs, it 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?

What is the difference?

Printing problem

No problem

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3.7 PCL Reader

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PCL Reader Introduction

PCL Reader is a tool to troubleshoot PCL-driver related 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

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How it Works

In the previous chapters you learned how to print to a file 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.

Original Word document

PCL print job file

Open with PCL Reader

PCL data stream captured with Wireshark

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Important

PCL Reader or similar tools use their own PCL interpreter. 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.

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Exercise 3

Wireshark

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3.8 Other Useful Tools

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Notepad++

Notepad++ is a freeware source-code editor-tool and can 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.

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Hex Dump (1/3)

Instead using the Card Save option on a device, you can 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’

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Hex Dump (2/3)

You can use a Hex Editor to compare the print job at the PC with the output of the Hex Dump on the device.

Printer

Print environment

PrintJob

?????

Printer output

Match

HEX Editor

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Hex Dump (3/3)

You can also use Hex Dump to recognise the language (PDL) of the print job (Ricoh driver? Or something else?)

For more information about the specification of PCL and PJL, see the WICE training module ‘PCL/PJL’ (Connectivity Master, Basic module).

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

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Collect print data from Windows print spooler

If you make the following settings in the printer driver, 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.

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KDiff3

A freeware tool to compare files. Very useful to compare print files.

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Colour pick tools

There are many freeware tools available to display the 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

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4. Data Collection Tools

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Chapter Overview

4.1 Data Collection Tools Overview

4.2 Device Log Collection through Telnet/FTP/Rsh

4.3 Log Collection Tool (RLogTool)

4.4 Support Tool (RSInfo)

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4.1 Data Collection Tools Overview

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Data Collection Tools Overview (1/2)

This chapter describes the following tools to collect data 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.

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Data Collection Tools Overview (2/2)

Support ToolLog Collection Tool

FTP Telnet Rsh

Support Tool

Client PC

Server

Device

- OS Info

- Event Log

- Application Log

- OS Info

- Event Log

- System Logs

- Job Logs

- Mmesg Logs

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Device Log Files Overview

Device logs are a record of events that have occurred on 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

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GW Log ID Table (mmesg logs)

A GW device has a lot of log files related to all kinds of 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:

An up-to-date GW Log ID table is included in the files of the Ricoh Log Collection Tool (described later).

Category Log Name Log ID Size Category GW RemarksNCSD 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 diprintNetwork 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 communicationMULTID 2004 8 KB NCS Y Process status and events for Netware, AppleTalk, NetBEUIUSBD 2005 4 KB NCS Y(*1) Process status and events for USB communicationECS 1000 Service Layer Y Process status and events for Engine Control SystemSCS 2222 Service Layer Y Process status and events for Scanner Control SystemIMH 256 Service Layer Y Process status of accessing the HDD/ Engine

Printer MCS 1025 Service Layer Y Process status and events for Memory Control SystemGPS error 4400 Printer Y Printer Error logs

GPS status 4401 Printer Y(*1) Printer Status logsLPD log 4500 Printer Y(*1) LPD logs

GPS panel 4600 Printer Y(*1) Printer Panel message logs

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4.2 Device Log Collection through Telnet/FTP/Rsh

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Telnet (1/3)

The Telnet (TELetype NETwork) protocol allows you to 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.

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Telnet (2/3)

Enter the following commands to view logs: ‘Syslog’

Views the system log

‘Prnlog’ Views the job history log

These logs can also be viewed through Web Image Monitor.

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Telnet (3/3)

Enter ‘?’ to see all available Telnet commands

Enter ‘logout’ to end the Telnet session.

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FTP (1/3)

FTP (File Transfer Protocol) allows you to remotely log-in 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.

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FTP (2/3)

Enter ‘dir’ or ‘ls’ to view a list of available logs 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.

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FTP (3/3)

Enter ‘?’ or ‘help’ to see all available FTP commands

Enter ‘quit’ to end the FTP session.

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Rsh (1/2)

Rsh (Remote Shell) is a command line tool, which allows 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.

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Rsh (2/2)

You can use the following commands to collect the logs: 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:

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4.3 Log Collection Tool (RLogTool)

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Log Collection Tool Introduction

To make collection of device logs more easier, Ricoh has created the Log Collection Tool (also called RLogTool).

The Log Collection Tool and a detailed instruction manual can be downloaded from TESSA.

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Log Collection Tool Files

The folder of the tool contains a couple of .ini files and an executable: RlogTool.exe.

It also includes the latest GW Log ID table. Double click the executable to start the tool.

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Add the target device

Select [Add] and add the IP address or hostname of the target GW device.

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Select the Log ID’s

The log ID’s can be selected manually by number or by 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.

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Start Collecting Logs

Select the folder for storing the log files. Select the log ID’s you want to collect. Select [Start]. Then reproduce the problem.

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Output

When the stop button is pressed, the logs and a history 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.

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Important

When you escalate a problem it is highly recommended to 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.

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Exercise 4

Viewing and Collecting Device Logs

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4.4 Support Tool (RSInfo)

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Support Tool

The Support Tool collects information of PC environment, network environment and/or document management software.

The Support Tool can be downloaded from TESSA.

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Running the Tool (1/4)

Unzip the tool and double-click on RSInfo.exe. Select the info you want to collect and select [Next].

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Running the Tool (2/4)

Select where you want to store the collected data and click [Next].

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Running the Tool (3/4)

You can specify more information to collect (when applicable).

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Running the Tool (4/4)

When you click [Finish], the tool will start to collect the requested data.

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Collected Data

The information will be saved as an .exe file: RsiResult.exe.

When you run the .exe file, the content will be extracted to a specified folder.

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View the Collected Data

Some of the data is stored in an XML file. When you open the XML file with an XML viewer (for

instance a web browser), you can view the content.

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XSL Style Sheet

From the previous slide you can see that the information is 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.

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Other Data

Besides the XML file, you will also find collected Windows Event logs, Printer Driver information etc.

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Exercise 5

Support Tool

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5. Problem Reporting and Escalation

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Chapter Overview

5.1 Introduction

5.2 Information Collection from Device

5.3 Information Collection from PC

5.4 Problem Reproduction

5.5 Problem Escalation

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5.1 Introduction

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Introduction to Problem Reporting

To minimize the time between escalating a problem and 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.

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5Ws and H

The key to problem reporting is the 5Ws and H:

Who All users? Specific user or group? Specific location?

WhatAll models or Specific model? Specific data or all data?

When Occurrence rate: 100%, intermittent?

Where On MFP/Printer? Network? Driver?

Why Trigger?

How Reproduction procedure

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5.2 Information Collection from Device

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Information Retrieved from Device

If the problem is related to a specific device, the following 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.

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Configuration Page

The configuration page is very useful. It contains information about: Tray, PDL, and network settings. Firmware versions. Installed options.

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SMC

Always include the SMC (All). It contains information (amongst others) about:

Firmware versions. SP settings.

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Font Lists

If the problem is related to fonts, print the Font Lists (shows all the installed fonts).

There are up to 4 font lists: PCL. PS. PDF. IPDS.

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Device Settings

Make a screenshot or write down any MFP settings that might be applicable to the problem.

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Error Report/ Error Log

Error reports are printed when the device encounters an error while printing a job.

The error log is a log of all errors.

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Mmseg logs (Log Collection Tool)

Mmesg logs are internal device logs corresponding to 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.

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Print Samples

The easiest way to show a problem is to show print 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)

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5.3 Information Collection from PC

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Information retrieved from a PC

The following can be collected from a PC to allow 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

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Print Capture

Print captures contain lots of information, including what commands were generated by the driver.

It is very useful to verify the problem. Print Capture is explained in one of the previous chapters.

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Document Original

Even if you have a print capture, it can help if you send the original file as well, if possible.

Using the original file, the problem can be reproduced exactly as the customer is experiencing it.

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Support Tool

The Support Tool (also called RSInfo) should be run if a 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.

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Application

If an application is causing problems, please specify the application name, vendor, version, Operating System, installed patches and/ or Service Packs. Note that this info is also collected by the Support Tool.

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Printer Drivers

If the problem is driver related, please specify the driver version and PDL (shown in the About window). Note that this info is also collected by the Support Tool.

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Screen Capture

Please take screen captures of anything related to the problem.

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Windows Event Log

Only required if RSInfo does not run. RSInfo will gather the Event Log automatically.

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Network Packet Capture

Network packet capture includes all communication 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.

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5.4 Problem Reproduction

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Problem Reproduction

Problem reproduction can be used as an indicator of how 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?

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OS/Application

Problems affecting only a particular application or OS 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?

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Printer Drivers

Printer driverCheck points

1 Is the latest version of the driver affected? Older versions?

2 Does the problem only affect a particular PDL?

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

Printer driver settings

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Device (MFP/Printer)

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

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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?

<specific PDL>, Auto

4 Letterhead setting Off, Auto Detect

Device settings

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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?

Network

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5.5 Problem Escalation

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Problem Escalation

There are no fixed rules about what information is needed in any given situation.

However, the following slides give some guidelines and examples that should help in the decision making process.

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Case 1: Application or Driver Issue

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 modelsor other vender’s models

Mandatory

Required information:

1. Configuration page, SMC and font list2. Application name and version3. Driver PDL and version4. OK, NG samples (scanned data) and screen capture5. Print capture, document original6. RSInfo, mmseg

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Case 2: Printer Firmware Issue

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 modelsor other vender’s models

Mandatory

Required information:

1. Configuration page, SMC and font list and mmesg2. Driver PDL and version3. Print capture, document original4. OK, NG samples (scanned data) and screen capture5. Application name and version

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Case 3: Network Issue

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 modelsor other vender’s models

Mandatory

Required information:

1. Configuration page, SMC, mmesg and RSInfo2. Application name and version3. Network diagram (including capture point), 4. Network packet capture (simultaneous with mmesg), 5. Router/Switch configuration and model.

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Problem Reporting

When you have to escalate a problem, it is important that 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

File

log

File

Report Example: Improvement Points (1/2)

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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

What did you test?

A more precise date should be included

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Report Example: Improvement Points (2/2)

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.

Unnecessary information

SMC Scan

File

OK or NG samples for which problem? log

File

What is this?

No Configuration page and print capture file

Which models?

PDL and version?

Driver settings?

Application settings?

Excel version? Which OS?

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

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Report Example: Expected Report (2/4)

Reproduction

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

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Report Example: Expected Report (3/4)

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.

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Report Example: Expected Report (4/4)

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

SMC

Excel

File Config

Page

HP

ConfigPrint cap

RSInfo OK 1

ScanNG 1

Scan

OK 2

ScanNG 2

Scan

SMCSMC

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6. Case Studies

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Chapter Overview

6.1 Introduction

6.2 PowerPoint 2007

6.3 Accessories Not Updated

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6.1 Introduction

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Case Studies

This chapter describes some customer case studies. 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.

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6.2 PowerPoint 2007

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PowerPoint 2007 Problem

You print a document that contains a shaded graphic 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.

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Microsoft Help and Support

Search the MS Help and Support site for anything matching the PowerPoint 2007 problem described in the previous slide.

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Answer on Microsoft Help and Support

http://support.microsoft.com/kb/927283/

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.

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6.3 Accessories Not Updated

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Symptom

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

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Solution

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Troubleshooting for Connectivity Master

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