Troubleshooting﻿

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Troubleshooting
No.1
Symptom: A communication test (COM-TEST) results NG!
Cause: Initial settings or network conditions is incomplete.
Remedy 1: Check and take actions mentioned below.
1) Check network connections
Is the status indicator LED for the HUB port to which the main unit is connected ON?
YES: Proceed to Step 2).
NO: Check that the network cable is properly connected.
2) Confirm loop back address (* In case of IPv4 )
Select [Settings/Registration (User Mode)] > [Preferences] > [Network] > [TCP/IP Settings] > [IPv4 Settings] > [PING Command], enter “127.0.0.1”, and touch the [Start] button.
Does the screen display “Response from the host.”? (See the next figure.)
YES: Proceed to Step 3).
NO: There is a possibility that the main unit’s network settings are wrong. Check the details of the IPv4 settings once more.
3) Confirmation from another PC connected to same network.
Request the user to ping the main unit from a PC connected to same network.
Does the main unit respond?
YES: Proceed to Step 4).
NO: Confirm the details of the main unit’s IP address and subnet mask settings.
4) Confirm DNS connection
(a) Select [Settings/Registration (User Mode)] > [Preferences] > [Network] > [TCP/IP Settings] > [DNS Settings] > [DNS Server Address Settings], write down the primary and secondary addresses of the DNS server, and touch the [Cancel] button.
(b) Select [TCP/IP Settings] from breadcrumbs of the left columns, and then Touch it.
(c) Select [TCP/IP Settings] > [IPv4 Settings] > [PING Command], enter the primary DNS server noted down in step a) as the IP address, and touch the [Start] button.
Does the screen display “Response from the host.”?
YES: Proceed to Remedy 2.
NO: Enter the secondary DNS server noted down in step a) as the IP address, and then touch Start.
Does the screen display “Response from the host.”?
YES: Proceed to Remedy 2.
NO: There is a possibility that the DNS server address is wrong. Reconfirm the address with the user’s system administrator.
Remedy 2: Troubleshooting using communication log (COM-LOG)
1) Start [Service Mode] at Level 1.
1) Press [Settings/Registration (User Mode)] button on the control panel.
2) Press [2] and [8] buttons at a time on the control panel.
3) Press [Settings/Registration (User Mode)] button on the control panel.
4) [Service Mode] screen is shown. Touch the [Mode List] button or the [Mode List Classic] button.
2) Select [COPIER] > [Function] > [INSTALL] > [COM-LOG] and touch the blank field on the right side. The communication log list screen is displayed.
NOTE:
Only the initial part of error information is displayed in the communication log list screen.
“*” is added to the top of the error text in the case of an error in communication test (method name: getConfiguration or communicationTest) only.
3) When each line is selected, the communication log detailed screen is displayed as shown in the figure below. (Example: No. 02)
NOTE:
A detailed description of the error appears below 'Information'. (Max 128 characters)
Touch the [OK] button to return to the log screen.
4) When a message is displayed, take an appropriate action referring to “Error code and strings”.
No.2
Symptom: A communication test results NG! even if network setting is set properly.
Causes: The network environment is inappropriate, or RGW-ADR or RGW-PORT settings for E-RDS have been changed.
Remedy: The following points should be checked.
1) Check network conditions such as proxy server settings and so on.
2) Check the E-RDS setting values.
Check the communication log from COM-LOG.
Check whether RGW-ADR or RGW-PORT settings has changed. If RGW-ADR or RGW-PORT settings has changed, restore initial values. For initial values, see “E-RDS setting items”.
No.3
Symptom: Registration information of the E-RDS machine was deleted from the device information on Web Portal, and then registered again. After that, if a communication test is left unperformed, the device setting in the UGW becomes invalid.
Cause: When the registration information of the E-RDS machine is deleted, information related to E-RDS is also deleted.
Therefore, when 7 days have passed without performing a communication test after registering the E-RDS machine again, the device setting becomes invalid.
Remedy: Perform a communication test before the device setting becomes invalid.
No.4
Symptom: There was a log, indicating “Device is not ready, try later” in error details of COM-LOG list.
Cause: A certain problem occurred in networking.
Remedy: Check and take actions mentioned below.
1) Check networking conditions and connections.
2) Turn on the power supply of a device and perform a communication test about 60 seconds later.
No.5
Symptom: “Unknown error” is displayed though a communication test (COM-TEST) has done successfully.
Cause: It could be a problem at the UGW side or the network load is temporarily faulty.
Remedy: Try again after a period of time. If the same error persists, check the UGW status with a network and UGW administrator.
No.6
Symptom: Enabling Service Browser (BRWS-ACT) results NG!
Cause: A communication test with UGW has not been performed, or a communication test result is NG!
Remedy: Perform a communication test, and check that the test with UGW finishes successfully.
No.7
Symptom: A service call request cannot be made because the [Service Call] button is grayed out.
Cause: There has been already a service call request.
Remedy: Perform either of the following remedy works:
Touch the [Cancel] button to cancel the service call request that has been made.
A service technician performs a complete processing for the service call request that has been made.
No.8
Symptom: Initializing the CA certificate (CA-KEY) results in NG!
Cause: Initialization process of the CA certificate has completed abnormally.
Remedy: Initialize the HDD.
No.9
Symptom: A service call request is failed, and a message "Could not send the service call request" is displayed.
Cause: A communication test with UGW has not been performed, or a communication test result is NG!
Remedy: Perform a communication test, and check that the test with UGW finishes successfully.