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Installation and Service Guide: Color Controller E-36A
Troubleshooting
*2: Trigger conditions for AutoSave to Fiery HDD
Print Engine side: SC919 / SC997 / SC899
Fiery Side: Fiery detects error by itself / Fiery reboots (including shut down/power on)
Table 7:
Benefits and limitations of JER, System Log, and Click Tool
Note:
Please make sure that the print engine and fiery date/time/timezone are correctly adjusted before reproducing
the symptom and collecting job error report, system logs, Windows error report, and network 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-36A and if possible, before any additional print jobs are processed or printed.
To create a job error report
1
In Command WorkStation, select the affected job that encountered the error from 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
option is not available.
Note:
If the affected job that encountered the error is not available in the list, select another job from the same list. The
job error report stores all the latest logs, except for the archived jobs.
Logs
Job Error Report (JER)
System Log
Click Tool
Benefits
Up to 6 GB data are obtained
with a single operation.
Engineering logs that contains
error information causing the
reported issue are obtained.
Collects logs when Fiery server is
disconnected, but with the OS
running.
Limitations
If the data in the Engineering
Logs exceeds 128MB, the old
information is sequentially
deleted.
Error information causing the
issue may be overwritten with
newer one.
Only Engineering Logs and
Configuration Sheet can be
obtained. (JER is still needed.)
The total size of the downloaded
zip file may reach 2.7GB (128MB
files x 21). It may be necessary to
select some of the specific files
for further investigation.
If the data in the Engineering
Logs exceeds 128MB, the old
information is sequentially
deleted.
Error information causing the
issue may be overwritten with
newer one.