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Xerox 6180N DocuSP Common Controller System Guide - Page 109

Calling for service

UPC - 095205425307

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8 Troubleshooting This section covers the various faults that you may encounter in using DocuSP. Declared faults are those that display a message to indicate a problem. Undeclared faults are problems that you may encounter that do not display a message or a visual indicator on the user interface. Calling for service Before calling the Customer Service Support Center, ensure you have read this information and have tried the corrective actions described in this document. If the problem persists, gather the necessary information and call the appropriate Customer Service Support Center phone number. Your site representative can supply you with the telephone number for the Customer Service Support Center in your area. The Xerox Welcome Center number is (800-821-2797). The customer support direct TTY number for assistance is 1-800735-2988. Before calling for service, make note of the following: • Print/job fault messages that appear on the system controller. • Status messages that appear on the printer control console. • Indicator lights that may or may not be lit. • Status codes that appear in the message display of the tape drive control panel if there is a tape drive problem. Your call is answered by a representative who asks you for your equipment serial number. Ensure that you have this available at the time of the call. System Guide 8-1

Section	Page
Introduction	5
About this guide i	5
Contents i	5
Conventions ii	5
Customer support ii	5
1 Gateway and Network Configuration	5
SNMP gateway configuration 1-2	5
Additional features supported in SNMP 1- 2	5
Changing attributes support 1 -3	5
SNMP MIB support 1 -3	5
Automatic Meter Reading (AMR) support 1 -5	5
Localization of text and units of measure 1- 6	5
SNMP configuration variables 1-7	5
Local User Interface (LUI) mapping to MIB 1 -7	5
Printer and job messages 1 -8	5
AppleTalk gateway configuration 1- 8	5
Queue server options 1- 8	5
NetWare gateway configuration 1- 8	5
LPD gateway configuration 1- 9	5
Network configuration settings 1-9	5
IP configuration 1- 9	5
Dynamic Host Config Protocol (DHCP) 1- 9	5
Name services 1- 10	5
Windows Internet Name Service (WINS) 1- 10	5
Domain Name Service (DNS) 1- 10	5
Network Information Services (NIS/NIS+) 1- 10	5
Active Directory Service (ADS) 1- 11	5
Network filing configuration 1- 11	5
LP/LPR compatibility with DocuSP 1- 11	5
NPS lp-o and lpr-c 1- 11	5
Ethernet connection speed 1- 13	5
Restore network factory settings 1- 13	5
2 Backup and Restore	5
System and Configuration backup and restore 2-1	5
When to restore a Configuration 2 -2	6
When to restore a System 2-2	6
Configuration Backup 2-3	6
Restore Configuration 2-4	6
Full System Backup 2-4	6
Additional backup information 2-5	6
Backup and Restore Tray Mapping 2-5	6
Frequently asked questions 2-6	6
DocuSP Emergency Recovery Utility (DSPERU) 2-8	6
DSPERU limitations 2- 8	6
Required levels of expertise 2- 9	6
Installing DSPERU on your DocuSP controller 2- 9	6
Backup procedure - DSPERU 2 -10	6
Testing the backup tape 2- 11	6
Recovery procedure - DSPERU 2 -12	6
Backup and recovery caveats - DSPERU 2- 13	6
Troubleshooting 2- 14	6
Activity logging 2- 14	6
Checking the tape drive 2- 15	6
Resource Backup and Restore (RBR) utility 2-17	6
Procedure for backing up and restoring resources 2- 17	6
Helpful hints for using RBR 2- 18	6
Sample resource backup and restore scripts 2- 19	6
Sample backup script 2 -19	6
Sample resource restore script 2- 20	6
3 Security and Network Setup	6
System supplied security profiles 3-1	6
Creating user-defined profiles 3 -3	6
Setting the current and default profiles 3 -3	6
Account management 3-3	6
Local users and groups 3 -3	6
Default user groups and user accounts 3- 4	6
Creating user accounts 3- 4	6
Group authorization 3 -5	6
Password security requirements 3 -5	6
Changing individual passwords 3 -6	6
Accessing DocuSP through ADS 3-6	6
Limiting access using the IP filter 3-6	6
Print command line client from remote system 3-7	6
Secure Socket Layer 3-7	6
Digital Certificates 3 -8	6
User level changes 3- 9	6
Solaris file permissions 3- 9	7
Network and name service changes 3 -9	7
Disabling secure name service databases 3- 9	7
Multicast routing disabled 3 -10	7
Sendmail daemon secured 3 -10	7
Network parameters secured 3 -10	7
Executable stacks disabled 3 -10	7
NFS port monitor restricted 3 -10	7
Remote CDE login disabled 3 -10	7
DocuSP router capabilities disabled 3 -11	7
Security warning banners 3- 11	7
Disabling LP anonymous printing 3 -11	7
Remote shell internet service 3 -11	7
enable-ftp and disable-ftp scripts 3-11	7
Roles and responsibilities 3-12	7
Xerox responsibilities 3 -12	7
Customer responsibilities 3- 12	7
Security tips 3-13	7
Configure for xrxuser 3- 13	7
Document and backup 3- 14	7
Online Help for security 3- 14	7
4 Printing	7
Printing workflow options 4-1	7
First In/First Out (FIFO) printing 4- 1	7
Resource based scheduling 4- 2	7
Multiple job submission 4-2	7
Parallel RIP processing 4-3	7
ASCII and PCL printing utilities 4-3	7
ASCII and the PS or PCL decomposers 4 -3	7
setpclcontrol utility 4 -4	7
setlp/lprcopycount utility 4- 4	7
LP/LPR compatibility with DocuSP 4-5	7
NPS lp-o and lpr-c 4- 5	7
Highlight color programming in ASCII job ticket 4-6	7
Resource based scheduling for NPS color 4-7	7
Socket gateway configuration utility: setVPSoption 4-8	7
TIFF files 4-9	7
GetTIFF and GetForm 4- 9	7
TIFF orientation 4- 9	7
Supported TIFF tags 4 -10	7
Administration page controls 4-11	8
Performance considerations 4-12	8
Using VIPP 4-12	8
Repository management 4-13	8
Save job options 4- 13	8
Scan to digital input on DT 100/120 4- 14	8
Copy input for multiple page TIFF files 4- 14	8
RIP input 4- 14	8
Copy/move/delete saved jobs 4- 15	8
Copying and saving jobs to CD 4- 15	8
Saving custom templates 4- 16	8
Job previewing and editing 4-16	8
Editing thumbnails 4- 16	8
Using the PDF editor 4- 17	8
Paper trays 4-17	8
Printing hints 4-17	8
5 Finishing	8
Subset finishing 5-1	8
Creating jobs to use subset finishing 5- 2	8
Subset offset (Page Level Jog) 5- 2	8
PCL offset/separator/subset finishing command 5- 3	8
PCL Offset Stacking 5- 3	8
Using the PCL Separator 5- 3	8
PCL paper source command 5-4	8
Tray mapping 5-4	8
Mapping trays to media 5- 4	8
Backup and restore of tray settings 5- 5	8
Stacking order 5-6	8
Mixed stacking 5-6	8
Additional finishing information 5-6	8
6 Fonts	8
How to choose fonts 6-1	8
Fonts 6-1	8
Downloading fonts from the network 6- 2	8
Resident fonts 6- 2	8
PostScript resident fonts 6 -2	8
PCL resident fonts 6- 5	8
Non-resident fonts 6- 6	8
Downloaded fonts 6- 6	8
Optional or soft fonts 6- 7	8
Font substitution 6- 7	8
PostScript fonts 6 -7	9
PCL 5e fonts 6- 7	9
7 Accounting and Billing	9
Accounting 7-1	9
Auto exporting accounting log 7- 1	9
Accounting exported values 7- 1	9
Accounting file fields 7- 2	9
Job Notes window 7-8	9
Billing 7-8	9
Billable events 7- 8	9
Billing meters 7 -9	9
8 Troubleshooting	9
Calling for service 8-1	9
Declared faults 8-2	9
Printer fault 8-2	9
Job fault 8-2	9
Undeclared faults 8-2	9
SNMP problems 8 -3	9
Client problems 8 -4	9
Windows problems 8 -4	9
Macintosh problems 8 -4	9
DigiPath problems 8- 4	9
GUI problems 8- 5	9
Tape Client problems 8 -5	9
Print quality problems 8 -6	9
Font problems 8 -6	9
Inoperable system problems 8 -7	9
Job flow problems 8 -7	9
Job integrity problems 8- 8	9
Tray to media mapping problems 8- 9	9
Gateway problems 8- 9	9
PDL problems 8-9	9
PostScript problems 8 -9	9
TIFF problems 8 -10	9
PDF problems 8-10	9
Editor problems 8 -11	9
Restore password 8 -11	9
Restart DocuSP software without rebooting 8 -12	9
Productivity and performance problems 8-12	9
Problems when saving a job 8- 13	10
Printing system logs 8-14	10
all_jobs_log 8- 14	10
system_log 8- 14	10
status_log 8- 14	10
ep_exception_log and ep_primary_log 8-15	10
LPR logs 8 -15	10
Printing the accounting log 8- 15	10
LP/LPR and the ASCII job tickets 8-15	10
Rebooting and restarting 8-16	10
Loading XJDC/Unix 8-17	10
Configuring XJDC/Unix 8-18	10
XJDC hints and tips 8-18	10
Output files 8-19	10
Properly ejecting a diskette on a DocuSP station 8-20	10
Remote Services 8-20	10
9 Hints and Tips	10
General 9-1	10
Disabling the Solaris 8 Screen Saver 9- 1	10
Common Desktop Environment (CDE) Front Panel Removal and Workaround 9- 1	10
Color Systems 9-2	10
Settings for enhanced color output 9 -2	10
Color job processing efficiencies 9- 2	10
Time used to generate the PDL 9- 2	10
Time used to transfer PDL 9- 3	10
Time required to RIP PDL 9- 3	10
Time required to print PDL 9- 3	10
Job submission hints 9- 3	10
Number of images 9- 3	10
PostScript preScan and full scan 9- 4	10
PostScript factory settings 9- 4	10
Ethernet 9- 5	10
Gateways 9- 5	10
Job submission order 9- 5	10
Job RIP hints 9- 6	10
Variable data 9- 6	10
Image Quality (IQ) 9- 7	10
Job printing hints 9- 8	10
Skipped pitches 9- 8	10
PCI channel interface PWB trace capture 9-8	10
Perform a trace 9- 9	11
Export the trace file to floppy 9- 9	11
Introduction	13
About this guide	13
Contents	13
Conventions	14
Customer support	14
1 Gateway and Network Configuration	15
SNMP gateway configuration	16
Additional features supported in SNMP	16
Changing attributes support	17
SNMP MIB support	17
Automatic Meter Reading (AMR) support	19
Localization of text and units of measure	20
SNMP configuration variables	21
Local User Interface (LUI) mapping to MIB	21
AppleTalk gateway configuration	22
Queue server options	22
NetWare gateway configuration	22
LPD gateway configuration	23
Network configuration settings	23
IP configuration	23
Name services	24
Active Directory Service (ADS)	25
Network filing configuration	25
LP/LPR compatibility with DocuSP	25
Ethernet connection speed	27
Restore network factory settings	27
2 Backup and Restore	29
System and Configuration backup and restore	29
When to restore a Configuration	30
When to restore a System	30
Configuration Backup	31
Restore Configuration	32
Full System Backup	32
Additional backup information	33
Backup and Restore Tray Mapping	33
Frequently asked questions	34
DocuSP Emergency Recovery Utility (DSPERU)	36
DSPERU limitations	36
Required levels of expertise	37
Installing DSPERU on your DocuSP controller	37
Backup procedure - DSPERU	38
Testing the backup tape	39
Recovery procedure - DSPERU	40
Backup and recovery caveats - DSPERU	41
Troubleshooting	42
Resource Backup and Restore (RBR) utility	45
Procedure for backing up and restoring resources	45
Helpful hints for using RBR	46
Sample resource backup and restore scripts	47
3 Security and Network Setup	51
System supplied security profiles	51
Creating user-defined profiles	53
Setting the current and default profiles	53
Account management	53
Local users and groups	53
Default user groups and user accounts	54
Creating user accounts	54
Group authorization	55
Password security requirements	55
Changing individual passwords	56
Accessing DocuSP through ADS	56
Limiting access using the IP filter	56
Print command line client from remote system	57
Secure Socket Layer	57
Digital Certificates	58
User level changes	59
Solaris file permissions	59
Network and name service changes	59
Roles and responsibilities	62
Xerox responsibilities	62
Customer responsibilities	62
Security tips	63
Configure for xrxuser	63
Document and backup	64
Online Help for security	64
4 Printing	67
Printing workflow options	67
First In/First Out (FIFO) printing	67
Resource based scheduling	68
Multiple job submission	68
Parallel RIP processing	69
ASCII and PCL printing utilities	69
ASCII and the PS or PCL decomposers	69
LP/LPR compatibility with DocuSP	71
NPS lp-o and lpr-c	71
Highlight color programming in ASCII job ticket	72
Resource based scheduling for NPS color	73
Socket gateway configuration utility: setVPSoption	74
TIFF files	75
GetTIFF and GetForm	75
TIFF orientation	75
Administration page controls	77
Performance considerations	78
Using VIPP	78
Repository management	79
Save job options	79
Scan to digital input on DT 100/120	80
Copy input for multiple page TIFF files	80
RIP input	80
Copy/move/delete saved jobs	81
Copying and saving jobs to CD	81
Saving custom templates	82
Job previewing and editing	82
Editing thumbnails	82
Using the PDF editor	83
Paper trays	83
Printing hints	83
5 Finishing	85
Subset finishing	85
Creating jobs to use subset finishing	86
Subset offset (Page Level Jog)	86
PCL offset/separator/subset finishing command	87
PCL paper source command	88
Tray mapping	88
Mapping trays to media	88
Backup and restore of tray settings	89
Stacking order	90
Mixed stacking	90
Additional finishing information	90
6 Fonts	91
How to choose fonts	91
Fonts	91
Downloading fonts from the network	92
Resident fonts	92
Non-resident fonts	96
Font substitution	97
7 Accounting and Billing	99
Accounting	99
Auto exporting accounting log	99
Accounting exported values	99
Accounting file fields	100
Job Notes window	106
Billing	106
Billable events	106
Billing meters	107
8 Troubleshooting	109
Calling for service	109
Declared faults	110
Printer fault	110
Job fault	110
Undeclared faults	110
SNMP problems	111
Client problems	112
Editor problems	119
Restore password	119
Restart DocuSP software without rebooting	120
Productivity and performance problems	120
Problems when saving a job	121
Printing system logs	122
all_jobs_log	122
system_log	122
status_log	122
ep_exception_log and ep_primary_log	123
LPR logs	123
Printing the accounting log	123
LP/LPR and the ASCII job tickets	123
Rebooting and restarting	124
Loading XJDC/Unix	125
Configuring XJDC/Unix	126
XJDC hints and tips	126
Output files	127
Properly ejecting a diskette on a DocuSP station	128
Remote Services	128
9 Hints and Tips	129
General	129
Disabling the Solaris 8 Screen Saver	129
Common Desktop Environment (CDE) Front Panel Removal and Workaround	129
Color Systems	130
Settings for enhanced color output	130
Color job processing efficiencies	130
Job submission hints	131
PCI channel interface PWB trace capture	136
Perform a trace	137