6. If the customer considers any print jobs to be confidential, remove the job files before
sending the zip file to technical support.
•
If the customer does not wish to provide the original file, then the original file should not be
selected or should be removed from the zip file.
• If the customer does not wish to provide the print job, then the archived job (automatically
saved when creating the JER) must be removed.
• If the customer does not wish to provide the Job Log (which usually contains the Job title and
the User name), it should be removed.
7. Save the Job Error Report.
Obtaining the System Logs (E-24B)
The E-24B provides the ability to download system logs that can be sent to technical support for
diagnostic purposes.
The logs are combined into a single encrypted zip file, which does not contain any original job files.
To download the system logs
1. Access Configure. [Link to page 68 "Accessing Configure"]
2. Select Fiery Server > System Logs > Download.
3. Specify the location and save the system log file.
Obtaining the Device Logs (Copier)
• This section only covers the procedure of what to collect from the copier side, when a job error,
system fault, or unexpected output while printing a job occurs with E-24B.
•
For the overall explanation and procedure of collecting the device logs from the copier, please
refer to the copier service manual.
5. Troubleshooting
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