Oki C942dp C931 C941 C942 - Fiery C9 Server - Configuration Guide - Page 68

Collect troubleshooting information, Create job error reports

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Configuration and Setup 68 Troubleshooting 11 Confirm that the Windows firewall has not been enabled. 12 Review any error messages showing in the Command WorkStation Servers list. 13 Take a screenshot of the Command WorkStation display and any error messages, then close and reopen Command WorkStation. If any error messages display when it restarts, contact technical support. 14 You can use the Preflight option to check for PostScript errors. For more information, see Command WorkStation Help. 15 Reboot the C9 Server. If the C9 Server does not reach the Idle state or any other issues remain, collect the related information and contact technical support. Collect troubleshooting information Collecting the following information can help technical support provide efficient solutions. 1 Write down or photograph the current status showing on the C9 Server control panel. 2 If applicable, take a screenshot of the WebTools display. 3 If applicable, take a screenshot of the Command WorkStation display and any error messages. 4 Close and reopen Command WorkStation and take a screenshot of any error messages that display when it restarts. 5 Make a list of the actions taken immediately prior to the issue and after the issue was discovered. 6 If the issue is relating to a specific job, create a job error report. Create job error reports When you create a job error report, Command WorkStation creates a zip file of the current job files, logs, and information about the C9 Server. You can generate a job error report even if the print job is not in an error state. Note: The error log entries are overwritten after a period of time. To ensure the error logs contain the relevant information, create the job error report as soon as possible after the error is observed. Create the job error report before rebooting the C9 Server and if possible, before any additional print jobs are processed or printed. You can create a job error report for any jobs in the Held or Printed lists. 1 If accessing from a Windows client computer, press Ctrl and right-click the job. If accessing from a Mac client computer, press Command and right-click the job. 2 In the shortcut menu, click Create Error Report. 3 Enter information about the job error. a) Enter any comments and additional details in the text field. We recommend including the following information: • Date and time error occurred • Observed error codes, if any

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11
Confirm that the Windows firewall has not been enabled.
12
Review any error messages showing in the Command WorkStation Servers list.
13
Take a screenshot of the Command WorkStation display and any error messages, then close and reopen
Command WorkStation. If any error messages display when it restarts, contact technical support.
14
You can use the Preflight option to check for PostScript errors. For more information, see
Command
WorkStation Help
.
15
Reboot the C9 Server. If the C9 Server does not reach the Idle state or any other issues remain, collect the related
information and contact technical support.
Collect troubleshooting information
Collecting the following information can help technical support provide efficient solutions.
1
Write down or photograph the current status showing on the C9 Server control panel.
2
If applicable, take a screenshot of the WebTools display.
3
If applicable, take a screenshot of the Command WorkStation display and any error messages.
4
Close and reopen Command WorkStation and take a screenshot of any error messages that display when it
restarts.
5
Make a list of the actions taken immediately prior to the issue and after the issue was discovered.
6
If the issue is relating to a specific job, create a job error report.
Create job error reports
When you create a job error report, Command WorkStation creates a zip file of the current job files, logs, and
information about the C9 Server. You can generate a job error report even if the print job is not in an error state.
Note:
The error log entries are overwritten after a period of time. To ensure the error logs contain the relevant
information, create the job error report as soon as possible after the error is observed. Create the job error report
before rebooting the C9 Server and if possible, before any additional print jobs are processed or printed.
You can create a job error report for any jobs in the Held or Printed lists.
1
If accessing from a Windows client computer, press
Ctrl
and right-click the job. If accessing from a Mac client
computer, press
Command
and right-click the job.
2
In the shortcut menu, click
Create Error Report
.
3
Enter information about the job error.
a)
Enter any comments and additional details in the text field.
We recommend including the following information:
•
Date and time error occurred
•
Observed error codes, if any
Configuration and Setup
Troubleshooting
68