Collecting Troubleshooting Information
When there is a job error, system fault, or unexpected output while printing a job, collecting the
following information can help technical support to provide efficient solutions:
•
Explanation of the symptom
If unexpected output is observed, indicate the problem area with a circle on the output sample.
• Steps needed to reproduce the problem
• Expected result and actual (unexpected or defective) result
• Error messages / codes (if applicable)
• Frequency of occurrence
• Information as listed below:
• If the error occurs only when printing a specific file.
• If the error occurs only when printing the job in a particular way.
For instance,
a) When printing from an application with a printer driver
b) When importing jobs to and printing from Command WorkStation
c) When changing settings from Command WorkStation
• If the customer is using more than two E-24B units, whether or not the same symptom can be
observed with more than one unit.
• Environmental information
• Client OS version
• Printer Driver version (if applicable)
• Command WorkStation version (if applicable)
• Application software version (if applicable)
• Configuration sheets of E-24B
• The configuration sheet will be automatically included when the Job Error Report is created.
•
SMC (Configuration sheets of the copier)
SP5-992-001 (Import all to SD card) or SP5-990-001 (Print all)
• The SMC can be included (optional) when obtaining the Device Logs [Link to page 192
"Obtaining the Device Logs (Copier)"]
Collecting Troubleshooting Information
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