Information Required to Escalate eSF Application Issues

Issue description

This article serves as a guide to gathering necessary information before opening an escalation item for embedded Solutions Framework (eSF) apps issues.

Note:  Make sure to use all available technical support resources before electing to escalate issues.

eSF Application Issue Primary Requirements

Note:  If there are working printers on site, always get comparison logs, and then send both sets of logs. This will help in comparing the settings from a working device with one that has issues.

Requirement and RelevanceHow to Obtain

Menu Settings Page

This document contains all the printer settings and running firmware code.

On the printer, press Menu  Reports  Menu Settings Page; or xref_FA877_xref for more information.

Logs Gzip

This is a compressed file which contains all the logs from the printer's SE page. This also contains fwdebug for the last three (3) 900 errors as long as auto reboot is enabled.

Notes:

  • Applies to all Network-connected MFPs

  • Security Debugging should be enabled.

  • Make sure to collect this log immediately after the issue is reproduced.

Exported Embedded Solutions Settings

This contains the configuration on how the eSF application is set up.

Exported Security Settings

This contains the configuration on how the printer security settings are set up.

Exported Device/Printer UCF Settings

This contains the configuration on how the base settings of the printer are set up.

App-specific UCF settings

This contains the configuration per app.

  1. Open the printer's Embedded Web Server (EWS) via a web browser.

  2. Go to Apps, click on the app name to open its configuration page.

  3. Click on the "Export" button to save the app's UCF file.

Embedded Solutions log

It documents all the errors or crashes experienced by the eSF apps' user.

Notes:

  • Get the Logs Gzip prior to obtaining this log.

  • Turn on the app-specific logs prior to obtaining this log.

  • Make sure to collect this log immediately after the issue is reproduced.

  1. Open the printer's Embedded Web Server (EWS) via a web browser (e.g., Mozilla Firefox, Google Chrome).

  2. Enter the printer's IP address followed by /se (e.g., http://192.168.1.2/se).

  3. Select Embedded Solutions.

  4. Clear the log file to ensure that new log files will be captured to better isolate the problem.

  5. Go to Set Logging Level, select YES for Allow debugging entries in the log?, and hit Submit. This will turn ON Debugging Mode. Reproduce the problem.

  6. Repeat Steps1, 2, and 3, and then click on Log File.

  7. Copy and Save all the entries as .txt.

Warning—Potential Damage:  Make sure to turn OFF Debugging Mode once troubleshooting is completed and the issue is resolved.

Bundle Information

Provides a list of all solutions installed on the printer.

  1. Open the printer's EWS via a web browser (e.g., Mozilla Firefox, Google Chrome).

  2. Enter the printer's IP address followed by /se (e.g., http://192.168.1.2/se).

  3. Select Embedded Solutions.

  4. Select the Bundle Information.

  5. Copy and Save all the entries.

Exported System Info

This file contains comprehensive information on your computer's configuration.

Note:  Only required if a computer is involved.

  1. Click the Start menu > Programs > Accessories > System Tools > System Information.

  2. Click File and Save.

Screenshots and/or videos of any encountered errors, app "settings" screen, i.e. general charging, related functions, etc.

Info is used for simulation and analysis.

Enduser provided

eSF Application Specific Requirements

Note:  For Deployment Issues – Obtain the Menu Settings Page and screenshots and/or videos, disregard all other common requirements mentioned above; Other eSF Apps Not Listed – NO additional requirements or specific logs needed.

Click on the eSF app name to view specific logs required.

xref_FA861_xref

Card Copy and Eco Copy

Requirement and RelevanceHow to Obtain

Scanned Sample Output or Sample File (For Quality Issues)

Info is used for simulation and analysis.

Scan a Printed Output or Capture a Sample File.

Device Quotas

Requirement and RelevanceHow to Obtain

Driver “Job Accounting” Configuration Screenshot

This will provide the information needed to verify if the correct user data was used. The information is also used for simulation and analysis.

  1. Click the Start menu > Control Panel > Printers and Faxes.

    Note:  Select Printers for Windows Vista, and Devices and Printers for Windows 7 and 8 computers.

  2. Right-click the printer Icon and click on Properties.

  3. Click on Job Accounting tab.

  4. Select Reports > Device Settings, and then take a screenshot.

Enumerate the Function Access Controls where either ES_Users_Template and ES_Admin_Template are applied

Info is used for simulation and analysis.

  1. Open the printer's EWS via a web browser (e.g., Mozilla Firefox, Google Chrome).

  2. Enter the printer's IP address (e.g.,http://192.168.1.2).

  3. Select Settings > Security > Security Setup > Access Controls.

By default, after the installation of the application, the ES_Admins_Template is applied to the following:

Administrative Menus/

  • Security Menu at the Device
  • Security Menu Remotely

Management/

  • Apps Configuration

While ES_Users_Template is applied to the following:

Function Access/

  • Address Book

Device Apps/ *

  • Device Quotas
  • Card Copy
  • Forms and Favorites
  • Multi Send
  • Scan to Network
  • MyShortcut

* When on-the-box or pre-installed.

Indicate possible issues related to downloaded / printed reports in non-English languages

Info is used for simulation and analysis.

Note:  For all non-English languages, exported or printed Usage Data (e.g., current period usage, previous period usage, lifetime usage and department usage) and Individual User Report PDFs may contain erroneous characters in the PDF column headers as well as overlapping text, making them difficult to read.

Indicate if the app is unable to restrict and track Flash Drive Scan and Print activities

Info is used for simulation and analysis.

Note: 

For eSF v2.x printers, Flash Drive Scan and Flash Drive Print jobs are NOT tracked even if they are restricted under Function Access Control.

To work around and track these jobs, the user needs to access the application icon or any other profile which is also restricted by the application, authenticate, and return to home screen without logging out the existing session and access USB profile. After this the application can track Flash Drive Scan and Flash Drive Print jobs.

Can the quotas allocated for FaxReceived, InternalPages and Non-Authenticated users be changed?

Info is used for simulation and analysis.

Quotas allocated for FaxReceived, InternalPages and Non-Authenticated users are fixed and cannot be changed from 10,000.

User and Global Settings files

Info is used for simulation and analysis.

Go to the printer's EWS > Applications > Device Quotas, and then export both User Settings and Global Settings files.

Also verify the following settings:

If...Then...Location

Preferred to restrict Color Copy and/or Color Print usage...

Restrict color usage should be checked.

If unchecked, color copy or print usages would NOT be tracked for individual users, rather all the copies/prints would be tracked as "NonAuthenticated" user.

This is found under printer's EWS > Settings > Embedded Solutions or Device Solutions – Solutions (eSF) or Apps – Apps Management > Device Quotas > Configure tab.

Preferred to restrict Mono Copy and/or Mono Print usage...

Restrict B&W usage should be checked.

If unchecked, mono copy or print usages would not be tracked for individual users rather all the copies/prints would be tracked as "NonAuthenticated" user.

Same as above.

Preferred to restrict non-authenticatedprinting usage such as FTP print jobs...

Restrict non-authenticated printing is checked.

If checked, jobs will be rejected if there is no user id associated.

Same as above.

Preferred to restrict and track scanning usage

Verify if ES_Users_Template is applied to the following Function Access Controls (FAC) manually:

Function Access/

  • Flash Drive Scan
  • E-mail Function
  • Fax Function
  • FTP Function

This is found under printer's EWS > Settings > Security > Security Setup > Access Controls > Function Access

Fax Forward and Forms and Favorites

Note:  The information below is needed if the destination is a Network Shared Folder. It applies to Windows systems ONLY.

Requirement and RelevanceHow to Obtain

Version of Windows Operating system used for Network Share

Info is used for simulation and analysis.

Enduser provided

  • Windows Server 2000
  • Windows 2000 Professional
  • Windows Server 2003
  • Windows XP Professional
  • Windows Vista
  • Windows Server 2008
  • Windows 7

You must verify whether IP address or Hostname is used.

Info is used for simulation and analysis.

Enduser provided

  • IP address
  • Hostname

You must verify whether the server is in Domain or Workgroup.

Info is used for simulation and analysis.

Enduser provided

You must verify whether "Network Domain" is correctly entered in the application configuration webpage.

Info is used for simulation and analysis.

  1. Open the printer's EWS via a web browser (e.g., Mozilla Firefox, Google Chrome).

  2. Enter the printer's IP address (e.g.,http://192.168.1.2).

  3. Select Settings, click on Embedded Solutions or Device Solutions > Solutions (eSF)or Apps > Apps Management.

  4. Select Forms and Favorites, select Configure, select the Bookmark, and click on Edit. Verify whether "Network Domain" is set correctly.

Is the server IP pingable and can the share be opened from another machine?

Info is used for simulation and analysis.

Enduser provided

If the network share is a Windows 7 machine, verify whether the following are turned ON:

  • Network discovery
  • File and printer sharing
  • Public folder sharing
  • Password protected sharing

Info is used for simulation and analysis.

On the network share machine, navigate to Control Panel > Network and Internet > Network and Sharing Center, and then click on Change advanced sharing settings.

  1. Turn on Network discovery.

  2. Turn on file and printer sharing.

  3. Turn on sharing so anyone with network access can read and write files in the Public folders.

  4. Turn on password-protected sharing.

You must verify whether the network share machine's Windows Firewall is turned ON or OFF.

Note:  If turned ON, check whether exceptions are set properly.

Info is used for simulation and analysis.

On the network share machine, navigate to Control Panel > System and Security > Windows Firewall > click on Turn Windows Firewall on or off.

Verify whether the followings are turned ON or OFF?

  1. Home or work network local settings.

  2. Public network local settings.

You must verify whether the network share and the printer have the same WINS and DNS server configured.

Info is used for simulation and analysis.

To locate WINS and DNS servers of the network share on the computer,

  1. On the server machine, go to Start > Run.

  2. Type cmd and enter.

  3. Type ipconfig/all and enter. Then take a screenshot.

To find WINS and DNS servers of the network share on the printer,

  1. Open the printer's EWS via a web browser (e.g., Mozilla Firefox, Google Chrome).

  2. Enter the printer's IP address (e.g.,http://192.168.1.2).

  3. Select Settings, select Network/Ports, click on TCP/IP, and then take a screenshot.

Folder Permission Settings

This contains the information about User Privileges; e.g., Read Only, Write, etc.

  1. Right-click the Destination Folder and click Properties.

  2. Go to Sharing tab, find Permission, and then take a screenshot.

Security Permission Settings

This contains the information about Users’ Security Privileges; e.g., Read Only, Write, etc.

  1. Right-click the Destination Folder and click Properties.

  2. Go to Security tab, find Permission, and then take a screenshot.

MFP Usage

Note:  The information below is needed if the destination is a Network Shared Folder. It applies to Windows systems ONLY.

Requirement and RelevanceHow to Obtain

Folder Permission Settings

This contains the information about User Privileges; e.g., Read Only, Write, etc.

  1. Right-click the Destination Folder and click Properties.

  2. Go to Sharing tab, find Permission, and then take a screenshot.

Security Permission Settings

This contains the information about Users’ Security Privileges; e.g., Read Only, Write, etc.

  1. Right-click the Destination Folder and click Properties.

  2. Go to Security tab, find Permission, and then take a screenshot.

Scan Center

Requirement and RelevanceHow to Obtain

Diagnostic Log

Info is used for simulation and analysis.

Scan Center Diagnostic Log:

  1. Open the printer's EWS via a web browser (e.g., Mozilla Firefox, Google Chrome)

  2. Enter the printer's IP address (e.g., http://192.168.1.2).

  3. Select Apps > Scan Center > Configure.

  4. Click Diagnostic Log.

  5. Under "Diagnostic Levels", tick all check boxes.

  6. Click Save and reproduce error.

  7. Capture the Embedded Solutions log.

Note:  Diagnostic Logs are merged into the Embedded Solutions log (if Use Hard Disk is unchecked); Make sure to uncheck all Diagnostic Levels once troubleshooting is completed and the issue is resolved.

Folder Permission Settings

This contains the information about User Privileges; e.g., Read Only, Write, etc.

  1. Right-click the Destination Folder and click Properties.

  2. Go to Sharing tab, find Permission, and then take a screenshot.

Security Permission Settings

This contains the information about Users’ Security Privileges; e.g., Read Only, Write, etc.

  1. Right-click the Destination Folder and click Properties.

  2. Go to Security tab, find Permission, and then take a screenshot.

Server Information

Info is used for simulation and analysis.

For Scan Center – Network:

  • Indicate the server’s Operating System, and version
  • Using DFS? (Distributed File System), if so, indicate name and version of DFS
  • Was the DFS recently changed or upgraded? If so, what was the former DFS and version?

Scan to Hard Disk

Requirement and RelevanceHow to Obtain

Sample File (For Output file Issues)

Info used for simulation and analysis.

  1. Open the printer's EWS via a web browser (e.g., Mozilla Firefox, Google Chrome).

  2. Enter the printer's IP address (e.g.,http://192.168.1.2).

  3. Select Applications > Scan to Hard Disk Web Retrieval.

  4. Click the file to download.

Scan to Network

Note:  The information below is needed if the destination is a Network Shared Folder. It applies to Windows systems ONLY.

Requirement and RelevanceHow to Obtain

Folder Permission Settings

This contains the information about User Privileges; e.g., Read Only, Write, etc.

  1. Right-click the Destination Folder and click Properties.

  2. Go to Sharing tab, find Permission, and then take a screenshot.

Security Permission Settings

This contains the information about Users’ Security Privileges; e.g., Read Only, Write, etc.

  1. Right-click the Destination Folder and click Properties.

  2. Go to Security tab, find Permission, and then take a screenshot.

Server Information

Info is used for simulation and analysis.

  • Indicate the server’s Operating System, and version
  • Using DFS? (Distributed File System), if so, indicate name and version of DFS
  • Was the DFS recently changed or upgraded? If so, what was the former DFS and version?

Scan to SharePoint

Requirement and RelevanceHow to Obtain

MS Sharepoint version used

Info is used for simulation and analysis.

Enduser provided

Credential privileges used when error is encountered; e.g., does the issue occur when Administrator or Guest privilege is in use?

Info is used for simulation and analysis.

Enduser provided

Scan to Docuware

Requirement and RelevanceHow to Obtain

Docuware server version used

Info is used for simulation and analysis.

Enduser provided

Downtime Reports

Requirement and RelevanceHow to Obtain

Source Type

Info is used for simulation and analysis.

Enduser provided

  • FTP
  • Network

Folder structure of the source type

Info is used for simulation and analysis.

Enduser provided

File size of the files being uploaded to the printer’s Hard Disk

Info is used for simulation and analysis.

Enduser provided

Size per folder

Info is used for simulation and analysis.

Enduser provided

Activity Logs

Info is used for simulation and analysis.

Downtime Reports Activity Logs:

  1. From the Embedded Web Server, access the web application.

  2. Edit the URL by adding /logs. For example,

eDAS and RegisterME

Requirement and RelevanceHow to Obtain

Is Pharos Blueprint or Uniprint being used?

Info is used is for simulation and analysis.

Enduser provided

Pharos version used

Info is used is for simulation and analysis.

Enduser provided

Screenshots of "Settings" screen, i.e. general charging, related functions, etc.

Info is used for simulation and analysis.

Navigate to Pharos System Blueprint Administrator > Device Management > Terminals > Settings tab.

Authentication Script used

Info is used for simulation and analysis.

Enduser provided. See table below.

Screenshot of "Lexmark iMFP / iPR Configuration" screen

Make sure to Enable Authentication. First Authentication Token and Second Authentication Token match with the Authentication Script. Refer to table below.

Navigate to Pharos System Blueprint Administrator > Device Management > Terminals > Lexmark iMFP / iPR Configuration tab.

Terminal Type (.xml) files used (if available)

Info is used for simulation and analysis.

Enduser provided

You must verify whether Lightweight Directory Access Protocol (LDAP) server or Microsoft Active Directory is used for authentication.

Info is used for simulation and analysis.

Enduser provided

TaskMaster.log after reproducing the application error or authentication error (if any occurs)

Info is used for simulation and analysis.

This log is available under installed directory\Logs\; e.g., C:\ProgramData\PharosSystems\Blueprint\Logs\TaskMaster.log"

Value of User Attribute

This can be used as a filter to find user’s LDAP/AD entry.

Enduser provided

For LDAP:

  • uid
  • cn

For Active Directory:

  • sAMAccountName

Value of objectClass

This can be used as a filter to find user’s LDAP/AD entry.

Enduser provided

For Active Directory or LDAP:

  • user
  • organizationalPerson
  • person
  • top

For LDAP only:

  • inetOrgPerson

If Register ME application is used in Active Directory environment, and you prefer not to have adminDn and adminPassword in clear text in the Authentication Script, check whether you are using the correct settings

Info is used for simulation and analysis.

Set the following:

~ string adminDn = null; string adminPassword = null; AuthenticationTypes authenticationType = LdapUtils.AdSecureAuthType;

~ LdapSearchResult result = LdapUtils.FindAdUser(serverUri, adminDn, adminPassword, authenticationType, filterFormat, filterParameters, resultProperties, password);

~ You will also need to set the Pharos Task Master service (on Pharos BP server) to run under domain account.

Also, navigate to Control Panel > Administrative Tools > Services > Pharos Task Master (service) > right-click and select Properties > Select Log On tab > Select Log On as this account > enter Account Name; e.g., accountname@ad.indiadev.lexmark.com > enter Password and Confirm Password fields > click Apply > Restart Pharos Task Master (service).

Authentication ScriptEnable AuthenticationFirst Authentication TokenSecond Authentication Token

Basic

Unchecked

Username

Password

Card Alternate

Checked

Username

Password

Card ID

Unchecked

CardSwipe

None

RegisterME

Checked

Username

Password

Username and Password

Unchecked

Username

Password

Username

Unchecked

Username

None

Notes:

    If RegisterME application is used:

  • Make sure the same User Attribute is used on application Configure webpage.

  • Make sure the same User Attribute is used while initializing filterFormat and resultProperties in the Authentication Script.

    Example for LDAP

    ~string filterFormat = "(&(objectClass=inetOrgPerson)(uid={0.EN_US}))" ~ string[] resultProperties = new string[] { "uid"}

    Example for Active Directory

    ~ string filterFormat = "(&(objectClass=user)(sAMAccountName={0.EN_US}))"

    ~ string[] resultProperties = new string[] { "sAMAccountName" }

  • Make sure the same objectClass is used while initializing filterFormat in the Authentication Script.

    Example for LDAP

    ~ string filterFormat = "(&(objectClass=inetOrgPerson)(uid={0.EN_US}))"

    Example for Active Directory

    ~ string filterFormat = "(&(objectClass=user)(sAMAccountName={0.EN_US}))"

  • Make sure Mail Attribute (on application Configure webpage) contains some value which is present on LDAP/AD server.

    Example for LDAP

    ~ mail

    Example for Active Directory

    ~ userPrincipalName

  • Make sure correct Port is used on application Configure webpage.

    Example for LDAP or Active Directory without SSL

    ~ 389

    Example for LDAP or Active Directory with SSL

    ~ 636

  • Make sure you have set Enable SSL and SSL Certificate fields correctly on application Configure webpage.

    Example for LDAP or Active Directory without SSL

    ~ Enable SSL should be unchecked and No SSL Certificate should be uploaded

    Example for LDAP or Active Directory with SSL

    ~ Enable SSL should be checked and a Valid SSL Certificate should be uploaded

  • Make sure correct Port is used when initializing serverUri in the RegisterME Authentication Script.

    Example for LDAP without SSL

    ~ string serverUri = "LDAP://directory.lex.lexmark.com:389/ou=Employees,o=Lexmark"

    Example for LDAP with SSL

    ~ string serverUri = "LDAP://directory.lex.lexmark.com:636/ou=Employees,o=Lexmark"

Interact for Lexmark

Requirement and RelevanceHow to Obtain

Version of ImageNow server used

Info is used for simulation and analysis.

Enduser provided

  • 6.6
  • 6.7

Is Message Agent service up and running in the ImageNow server?

Info is used for simulation and analysis.

Note:  Please restart if not running.

Do the credentials (used on the Configure web page of the MFPs) have Administrative privileges in the ImageNow server?

Info is used for simulation and analysis.

Enduser provided

Are the same credentials used across multiple printers simultaneously?

Info is used for simulation and analysis.

Note:  Multiple Sessions using Single Sign-on is NOT supported by ImageNow server.

Profile.ini file used to create the profile

Info is used for simulation and analysis.

Enduser provided

Are all the parameters used in the profile.ini present in or supported by the ImageNow server?

Info is used for simulation and analysis.

E.g., Drawer Default value, Document Type Default value, Workflow Process Default value and Workflow Queue Default value

All Custom Property Types used, and their default values and display formats

Info is used for simulation and analysis.

Enduser provided

You must verify whether one or more Custom Property names use Unicode characters (e.g., Non-English characters).

Info is used for simulation and analysis.

Note:  Interact for Lexmark does NOT support Unicode characters as these are not supported by the ImageNow service.

AccuRead Automate

Requirement and RelevanceHow to Obtain

AccuRead Automate Log

Info is used for simulation and analysis.

Note:  The app does not provide the ability to e-mail debug files. If Logging is turned ON, be sure that Unrecognized documents and all Classifications are configured to go to SMB destinations.

See xref_HO3959_xref

Licenses

Info is used for simulation and analysis.

For newer models:

  1. Open printer's EWS.

    1. Open a web browser; e.g., IE, Mozilla Firefox, Google Chrome.

    2. On the address bar, enter the printer's IP Address, e.g., http://192.168.1.2

    3. Press Enter.

  2. Select Settings > Configuration Files > Licenses, and then take a screenshot.

For older models:

  1. Open printer's EWS.

  2. Select Settings, click on Embedded Solutions or Device Solutions > Solutions (eSF), and then take a screenshot including the last column for Licenses.

This is needed for Classification or Extraction errors.

Number of times each classification has been trained

The higher the number of training times, the better the classification and extraction performance.

On the control panel, press the AccuRead Automate app to view the training counter.

Sample Document

Info is used for simulation and analysis.

Enduser provided

You must verify whether file format is .ocr or .tiff.

Info is used for simulation and analysis.

Enduser provided

This is needed if not sending to email.

Destination server info

Info is used for simulation and analysis.

Gather the following:

  • OS
  • Permissions on destination folder

    1. Right-click the Destination Folder and click Properties.

    2. Go to Sharing and Security tab, find Permission, and then take a screenshot.

  • Network environment, etc.

This is needed for Quality of scanned results issues.

Gather the following:

  • Original document (hard copy)
  • Output file generated (e.g., .pdf, .tiff, etc.)

Info is used for simulation and analysis.

Enduser provided

LEGACY ID: FA993
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