114 Installation and Service Guide
Troubleshooting
Troubleshooting information
You can create the following information.
• Job Error Report
• System Logs
For the successful problem diagnosis, we recommend that you collect the Job Error Report, System logs, and the
Printer Device Logs at the same time,
For the procedure of collecting the Printer device logs, see the service manual of the printer.
Job Error Report
Job Error Report contains the important troubleshooting information that the technical support personnel can use to
solve customer issues. When a user encounters a job error, system fault, or any unexpected output while printing a job,
the user can generate a report from Command WorkStation. The Job Error Report is a collection of job files, logs, and
server information in a zip file, and it is available from both Mac OS and Windows versions of Command WorkStation.
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 E-35A and if possible, before any additional print jobs are processed or printed.
To create a job error report
1 In Command WorkStation, select a job in the Printed or Held list.
Only one job error report can be created at a time. If multiple jobs are selected in Job Center, the Create Error
Report button is not available.
2 If accessing from a Windows client computer, press Ctrl and right-click the job. If accessing from a Mac OS client
computer, press Command and right-click the job.
3 In the shortcut menu, click Create Error Report.
4 Enter information about the job error.
a Enter any comments and additional details in the text field. The followings are recommended:
• Date and time error occurred
• Observed error codes, if any
• Description of expected result
• Description of incorrect result
• Steps for how error occurred
• Frequency of error (such as single event, rarely, sometimes, frequently, always)
• Whether the error has occurred with more than one file
• Whether the file selected for the report is the same file that had the error
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