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Samsung CLX-9250ND, Administrator'S Manual

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Samsung CLX-9250ND Administrator'S Manual Download Page 42

 
5 Troubleshooting 

D60719-07 

 

 

42  

5

 

Troubleshooting 

5.1

 

Introduction 

This chapter contains troubleshooting hints for the SafeCom Go Samsung 
product. Additional troubleshooting hints are available in the Troubleshooting 
chapter in 

SafeCom G3 Administrator’s Manual

 

D60603.

 

5.2

 

SafeCom Go Samsung device trace facility 

Use the 

Mail to SafeCom Support

 button on the SafeCom Go Samsung 

Information

 web page (2.6.3) to collect information from the device, such as 

device firmware version and last device states. 
 
Use the SafeCom Go Samsung log only if SafeCom Support instructs you to do 
so. The log facility is enabled on the SafeCom Go Samsung 

Log

 web page 

(2.6.5).  

5.3

 

SafeCom Help Desk Assistant 

We want your SafeCom solution to be one that reduces not only print costs, but 
is also easy to support. In the following you will find useful troubleshoot hints. 
The most common problems reported by end-users have been compiled into an 
online 

SafeCom Help Desk Assistant

 available at safecom.eu/help

  

5.4

 

HTTP response! cc = 401 

If you get the error message "

Error in HTTP response! cc = 401"

 when updating 

the SafeCom software, you have entered the wrong password. Wait 3 minutes 
before trying again. During this period it is not possible to login to the device 
page. 

5.5

 

Device web page is displayed incorrectly 

If the SafeCom GO Samsung configuration web page is not displayed correctly in 
Windows Internet Explorer 8 or 9, turn on Compatibiltiy View.   

5.6

 

At the printer:

 

Error message "The UI is not 

being displayed correctly" 

This message might appear when a user taps an icon other than Pull Print to 
start the login process with user code or Windows credentials. To resolve this: 
 
1. 

Click 

Cancel

 to the error message.  

2. 

Go to the main screen and tap the desired function again. 

 

Summary of Contents for CLX-9250ND

Page 1: ...SafeCom Go Samsung Administrator s Manual D60719 07 June 2012 ...

Page 2: ...oftware may contain third party software which requires notices and or additional terms and conditions Such required third party software notices and or additional terms and conditions are located in the SafeCom Third Party Notice document Patent SafeCom has received the following British patent GB 2350 713 B US patent US 6 952 780 B2 and Europe EUR EP1 120 701 Feedback If you have any feedback or...

Page 3: ...ettings in a web browser 16 2 6 2 Configuration web page 17 2 6 3 Information web page 21 2 6 4 Register web page 22 2 6 5 Log web page 23 2 7 SafeCom Go Samsung How to 24 2 7 1 Get the SafeCom Go Samsung software 24 2 7 2 Specify SafeCom Server 24 2 7 3 Register device 24 2 7 4 Resend configuration 25 2 7 5 Select user identification method 25 2 7 6 Login with Windows without specifying the domai...

Page 4: ...t 42 5 4 HTTP response cc 401 42 5 5 Device web page is displayed incorrectly 42 5 6 At the printer Error message The UI is not being displayed correctly 42 5 7 At the printer Login service not available 43 5 8 At the printer User unknown 43 5 9 At the printer Login denied 43 5 10 At the printer Restricted access 43 5 11 At the printer Error printing document 43 5 12 At the printer Question mark b...

Page 5: ...must be connected to the network The appropriate SafeCom ID Device must be connected to the MFP s USB port if users are to login by card Note On Samsung A4 model MFPs make sure to insert the card reader into a USB port marked XOA Table 1 SafeCom Go Samsung supported Samsung MFPs MFP Type Firmware SCX 5835NX A4 model System XOA V2 00 01 23_SEUK491088_1 00 SCX5835X V1 16 0_29_03 19 2012_EC SCX 6545N...

Page 6: ...la Reader 29 bit USB SafeCom IoProx Reader USB SafeCom Legic Reader USB SafeCom Magnetic Card Reader DD Tr 1 USB SafeCom Magnetic Card Reader DD Tr 2 USB SafeCom Magnetic Card Reader DD Tr 3 USB SafeCom Mifare Reader USB SafeCom Nedap Reader USB SafeCom NexWatch USB Additional information about the ID devices is available in SafeCom G3 Administrator s Manual D60603 1 4 Supported languages SafeCom ...

Page 7: ... A comprehensive Manual that the administrator should consult to make a successful SafeCom solution Includes information about SafeCom Tracking SafeCom Rule Based Printing SafeCom Client Billing and SafeCom Pay SafeCom Go Samsung SafeCom Go Samsung Administrator s Manual D60719 this manual Manual on how to install configure and use SafeCom Go Samsung SafeCom Go Samsung User s Guide D20719 User s G...

Page 8: ...SafeCom Go Samsung describes the installation process via the SafeCom Administrator or the device web page Chapter 3 Use SafeCom Go Samsung A3 models describes how to interact with the Samsung MFP s control panel when SafeCom Go Samsung is installed on A3 models Chapter 4 Use SafeCom Go Samsung A4 models describes how to interact with the Samsung MFP s control panel when SafeCom Go Samsung is inst...

Page 9: ... Automatically fill in Scan to E mail fields for A3 models removed Added Disable Print Confirmation Sheet 2 3 3 and 2 4 3 Revision D60719 05 SafeCom Go Samsung version S94 010 010 06 Updated table with supported devices and firmware requirements 1 2 Mask user code and user identification method Auto sense are now implemented 2 6 2 Post tracking is now supported 2 6 2 Revision D60719 04 SafeCom Go ...

Page 10: ...d in SafeCom Smart Printing Administrator s Quick Guide D10600 For installation and configuration of SafeCom Go Samsung refer to the following sections SafeCom Go Samsung software installation 2 2 SafeCom settings for A3 models 2 3 SafeCom settings for A4 models 2 4 Install card reader 2 5 SafeCom Go Samsung web pages 2 6 SafeCom Go Samsung How to 2 7 ...

Page 11: ...database 9 In the Update software dialog browse to the SafeCom Go Samsung software file b94 2 7 1 10 Click Send 11 The Device authorization dialog opens Enter User name admin and the device Password Click OK Note If you enter the wrong password you get the message Error in HTTP response cc 401 You have entered the wrong password Wait three minutes before trying again During this period it is not p...

Page 12: ... 3 Enter ID default is admin and Password and click Login 2 3 2 Enter IP address or hostname of the SafeCom server 1 On the device web page click XOA and then SafeCom 2 Click Configuration 3 Enter the hostname or the IP address of the SafeCom server Configure any additional settings See also 2 6 2 Note Even if tracking is enabled for a function like copy then SafeCom does not require to also contr...

Page 13: ... Sheet Note Printing a confirmation sheet could interfere with SafeCom tracking We recommend disabling it 1 On the device web page click Machine Settings 2 Find and click SMTP Client Setup in the menu on the left 3 Set Print Confirmation Sheet to Never and click Apply ...

Page 14: ...m server 1 On the device web page click Network Security Maintenance 2 Click XOA and the SafeCom 3 Click Configuration 4 Enter the hostname or the IP address of the SafeCom server Configure any additional settings See also 2 6 2 5 Click Apply 2 4 3 Disable Print Confirmation Sheet Note Printing a confirmation sheet could interfere with SafeCom tracking We recommend disabling it 1 On the device web...

Page 15: ...y fill in Scan to E mail fields 1 On the device web page click Machine Settings 2 In the menu on the left first click E Mail setup and then SMTP Client Setup 3 In Auto Send To Self disable Automatically add the senders From address to the recipient list ...

Page 16: ...g web interface users can manage the following SafeCom settings for each device Configuration 2 6 2 Configure the SafeCom server and the Samsung device Specify the default e mail addresses and setup the encryption Information 2 6 3 View the product system and user information E mail SafeCom Support Register 2 6 4 Register the device with user logon and pin code Log 2 6 5 Manage the log settings 2 ...

Page 17: ...afeCom Go Samsung including which server it should connect to and how users should be identified SafeCom server section Enter the Group name SafeCom server TCP port default is 7500 and the SafeCom server hostname or IP address Note The SafeCom G3 server must be a member of the domain or trusted by the domain ...

Page 18: ...ent domains All users need to enter their domain at login with their Windows username and password Default domain Select if the majority of users belong to a particular domain If Default domain is prefilled it makes it easier for users to login with their Windows username password and domain Hide Select if all users belong to the same domain Users will not be prompted for the domain when they logi...

Page 19: ...ent may print incorrectly Timeout The user is automatically logged out after the device is idle for a period of time The default is 60 seconds with a configurable range between 10 7200 seconds If the device requires intervention IRQ because it has run out of paper for example the timer is paused Note Timeout specified here also sets the timeout of the device web page Post track Select to enable po...

Page 20: ...eir default values 2 7 13 E mail section A4 models only The E mail section is relevant if SafeCom handles access control for E mail 2 7 8 on A4 models In the from and to fields the User e mail is prefilled Both e mail addresses can be changed if necessary A prefilled e mail sent from John Smith e mail address js safecom dk looks like this From John Smith js safecom eu Check Force BCC to user to pr...

Page 21: ...support safecom eu Tell us what the problem is including a step by step description so SafeCom Support can reproduce it Note When the Information web page is open the above information and additional debug information are automatically copied to the clipboard The information can be pasted into an editor such as Notepad or into the body of your e mail message by pressing CTRL V ...

Page 22: ...alled via the SafeCom Administrator To register the device 1 Enter the User logon and PIN code of a user with Technician or Administrator rights The user must have a PIN code 2 Click Register The device can also be registered with the SafeCom solution by Using the Add device function in SafeCom Administrator Login at the device by a user with Technician or Administrator rights ...

Page 23: ... only be enabled if advised to do so as part of a troubleshooting process 1 Click Enable to start logging 2 Click Disable to stop logging text changes on the button If the device has a hard disk logging data will be written to the hard disk for best performance When the log file reaches the 2 MB maximum the log file is overwritten with new data ...

Page 24: ...onfiguration web page 2 6 1 2 Enter the SafeCom servers by hostname or IP address 3 Click Apply 4 Repeat step 1 through 3 for additional servers Note After you click Apply you should allow one minute before the changed SafeCom Server settings take effect Otherwise you may get a login error at the device 2 7 3 Register device If the SafeCom Go Samsung software is not installed via the SafeCom Admin...

Page 25: ... or Card or User code is selected the maximum number of digits allowed is 39 If more than 39 digits are entered the device still only uses the first 39 digits and if they are correct the user is logged in 2 7 6 Login with Windows without specifying the domain On MFPs with touch screen it is possible to login by entering your Windows username password and domain If all users belong to the same doma...

Page 26: ...trator s Manual D60603 You can control access rights to the following features Copy E mail Scan Fax Print all button Note Selecting either the e mail or the scan function will allow access to both functions 2 7 10 Disable authentication for copy function To let users use the copy function without having to authenticate at the device disable authentication for the copy function only on A3 devices 1...

Page 27: ...e device is always encrypted Pull printed documents is sent encrypted to the device only if Encryption is checked in the Device properties dialog and if the user has Encrypt documents checked on the Settings tab in the User properties dialog Otherwise print data is NOT encrypted 2 7 12 Change language There are two ways to change language on the device and on the device s web page To change the la...

Page 28: ...he General tab 4 Scroll to and tap Language 5 Tap the required language and then tap OK To change the language for an A4 model on the device web page 1 Click Machine Settings 2 Make sure the System Setup tab is selected 3 Under General Setup scroll to Language 4 Select the language you want from the drop down list 5 Click Apply ...

Page 29: ...control Solution 1 Drivers Timeout 60 seconds Post track Cleared No High speed print Checked Yes E mail Default from no_reply safecom eu E mail Pre fill from User E mail E mail Default to invalid safecom eu E mail Editable Checked Yes E mail Force BCC to user Cleared No Asymmetric key max length Default Symmetric key max length Default Log settings Default value Log Disabled 2 7 14 Determine the v...

Page 30: ...and point to the new Home server 2 7 16 Update SafeCom Go Samsung software Update SafeCom Go Samsung software by loading the new b94 file to the device 1 If the previous version is S94 010 010 06 or older you must first uninstall the old version of SafeCom Go Samsung as described in section 2 7 18 2 Open the SafeCom Administrator 3 Browse to and select the device 4 Right click the device and click...

Page 31: ... Uninstall SafeCom Go Samsung 1 Open a browser and login to the device web page 2 Click Maintenance on the menu 3 Click Application Management in the menu on the left and then click Application 4 Select SafeCom Go and click the Delete button ...

Page 32: ... the password 5 Tap the Domain field and enter the domain The solution can be configured to NOT prompt for the domain 2 7 6 6 Tap OK To abort card registration tap Cancel The card is now registered and the user is logged in 3 2 Register card with PUK code Note In order to be able to register a card on the device webpage select the Card option you want under User identification 2 6 2 Register card ...

Page 33: ...h card 1 Tap an icon on the main screen 2 Swipe the card Note You can also swipe the card first and then tap an icon within 10 seconds Login with card and PIN code 1 Tap an icon on the main screen 2 Swipe the card 3 Enter PIN code using the keypad or touch screen 4 Tap OK Note You can also swipe the card first and then tap an icon Login with user code 1 Tap an icon on the main screen 2 Tap the Use...

Page 34: ...on web page 2 7 4 is set to Card or Windows it is possible to login by either using your card or entering your Windows login credentials 1 Tap an icon on the main screen 2 Tap the Username field and enter the user name using the keypad or touch screen 3 Tap the Password field and enter the password using the keypad or touch screen 4 Tap the Domain field and enter the domain using the keypad or tou...

Page 35: ...ocuments Tap Retain or Unretain if you want the selected documents to remain on the list server after being printed A retained document is listed with a preceding R If multiple documents are selected it is the status of the first document that determines what happens when you tap the Retain or Unretain button Tap Delete to delete the selected documents Tap Information to see information about the ...

Page 36: ...User e mail From field is prefilled with User e mail For each field tap the field button and enter the value on the keypad or touch screen 3 Tap Start to scan and e mail the document 3 8 Logout There is a configurable Timeout that defaults to 60 seconds The logout process is initiated if no paper or screen activity are recorded for this period of time Logout actively Tap Logout on the touch screen...

Page 37: ...ap OK 5 Tap the Password field and enter the password 6 Tap the Domain field and enter the domain The solution can be configured to NOT prompt for the domain 2 7 6 7 Tap OK and then OK Or to abort card registration tap Cancel The card is registered and you are logged in 4 2 Register card with PUK code Register card by entering an 8 digit PUK code If SafeCom detects that there is a PUK code in the ...

Page 38: ...d to the device 2 Tap OK 3 Once logged in tap the Home icon in the top left corner to access functions other than Pull Print Login with card and PIN code 1 Use the card at the card reader attached to the device 2 Tap OK 3 Tap the PIN code field and enter PIN code using the keypad or touch screen 4 Tap Next 5 Once logged in tap the Home icon in the top left corner to access functions other than Pul...

Page 39: ...dentials If User identification on the Configuration web page 2 7 4 is set to Card or Windows it is possible to login by either using your card or entering your Windows login credentials 1 Tap the Username field and enter the user name using the keypad or touch screen 2 Tap the Password field and enter the password using the keypad or touch screen 3 Tap the Domain field and enter the domain using ...

Page 40: ... documents Tap Retain or Unretain if you want the selected documents to remain on the list server after being printed A retained document is listed with a preceding R If multiple documents are selected it is the status of the first document that determines what happens when you tap the Retain or Unretain button Tap Delete to delete the selected documents Tap Information to see information about th...

Page 41: ...ap the Home icon and then Scan 3 Tap Scan to Email icon The To field is pre filled with the User e mail The From field is pre filled with User e mail For each field tap the field button and enter the value on the keypad or touch screen 4 Tap Start to scan and e mail the document 4 8 Logout There is a configurable Timeout that defaults to 60 seconds The logout process is initiated if no paper activ...

Page 42: ...sy to support In the following you will find useful troubleshoot hints The most common problems reported by end users have been compiled into an online SafeCom Help Desk Assistant available at safecom eu help 5 4 HTTP response cc 401 If you get the error message Error in HTTP response cc 401 when updating the SafeCom software you have entered the wrong password Wait 3 minutes before trying again D...

Page 43: ...nown The used card or entered user code is unknown Make sure the card is registered 0 5 9 At the printer Login denied Wrong PIN code The device is not registered Too many consecutive failed login attempts has caused Prevent login to be checked on the Identification tab in the User properties dialog If none of the above accounts for the message it could be because the Windows system on the SafeCom ...

Page 44: ... the card reader away from the device to check if it is an electrical interference preventing the reader from working 5 15 Tracking information The format of the tracking data is documented in SafeCom G3 Administrator s Manual D60603 If an attempt is made to disconnect or otherwise tamper with device to avoid tracking then print jobs are recorded as Interrupted instead of Completed Canceled docume...

Page 45: ...cted Consult the dealer or an experienced radio TV technician for help CAUTION Changes or modifications not expressly approved by SafeCom a s could void the user s authority to operate this equipment according to part 15 of the FCC rules This equipment generates uses and can radiate radio frequency energy and if not installed and used in accordance with the instruction manual may cause interferenc...

Page 46: ...Login service not available 43 Login without PIN code 18 Manuals 7 Mask user code 18 Patent 2 Pre fill domain 18 Print all at login 18 Register device SafeCom Go Samsung 24 Regulatory information 45 Restricted access 43 SafeCom Go Samsung 5 SafeCom Help Desk Assistant 42 System requirements SafeCom Go Samsung 5 Timeout 19 Trace facility 42 Trademarks 2 Troubleshooting 42 User code 18 User unknown ...

Page 47: ......

Page 48: ...7 Index D60719 07 48 ...

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