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Troubleshooting for Connectivity Master

Troubleshooting for Connectivity Master. Connectivity Master Full training. Created by: Ricoh Academy Europe Version: 1.0.a Classification : Internal . Objectives. After completing this training you should be able to: Do basic troubleshooting on connectivity related problems.

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Troubleshooting for Connectivity Master

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  1. Troubleshooting for Connectivity Master Connectivity Master Full training Created by: Ricoh Academy Europe Version: 1.0.a Classification: Internal

  2. Objectives • After completing this training you should be able to: • Do basic troubleshooting on connectivity related problems. • Use various tools to analyse connectivity related problems. • Use various tools to collect data, needed to report and escalate connectivity related problems. • Report and escalate connectivity related problems in a structured way to minimize problem resolution time.

  3. Requirements • Windows PC • Software: • Wireshark • PCL Reader • Log Collection Tool • Support Tool • Device with GW controller • This presentation

  4. Pre-requisites and Exam • Basic Network Printing for Windows • At the end of this course, you can do the exam on WICE

  5. Module Overview • Introduction • General Troubleshooting and Escalation Tips • Troubleshooting Tools • Data Collection Tools • Problem Reporting and Escalation • Case Studies

  6. 1. Introduction

  7. Connectivity Troubleshooting • Troubleshooting connectivity-related issues can be very complex. • Just imagine what could cause a printing problem: • And many, many more… Network hardware issue?? (network cable, switch, router, gateway) Protocol issue?? (wrong IP address, subnet, gateway) Application?? (bug) Driver?? (wrong driver, bug) Controller issue?? (HDD, memory, firmware bug) Operating System?? (spooler, hard drive space)

  8. Tools and Tips • To become ‘the ultimate connectivity troubleshooter’ you will need more than just this training. You will have to teach yourself in investigating problems and off course: practice! • This training will give you a head start in the right direction, by giving you some useful tools and tips that can help you solve connectivity related problems. • There are two types of tools described in this training: • Troubleshooting Tools • Tools that help you analyse problems. • Data Collection Tools • Tools that help you collect information to report and escalate problems.

  9. Reporting and Escalation • You will not always be able to solve every problem. • Therefore, another very important part of this training is how to report and escalate network related problems. • To minimize the time between escalating a problem and getting a solution to the problem, the following is important when escalating network related problems: • Provide sufficient information • Avoid a ‘request for more information’ in the escalation process. • Clearly describe the problem • Avoid miss understanding of the problem. • This training describes which tools you can use, which information to provide and which procedures to follow, for efficient escalation of problems.

  10. 2. General Troubleshooting and Escalation Tips

  11. Understand the Problem • Before you ‘blindly’ start troubleshooting, make sure you understand exactly what the problem is. • Ask questions to the customer. • Summarise the problem to the customer. • Avoid spending time on troubleshooting a problem that does not exist. • Not until you exactly know what the problem is, you can start troubleshooting.

  12. Understand the Network Topology • It is essential that you know network topology in which the problem occurs. • Devices like routers, firewalls and gateways can cause unexpected problems. For example: • Broadcasts being rejected by some routers. • Firewalls blocking ports.

  13. Narrow Down the Cause • The next logical step is to narrow down the cause. • Ask yourself questions like: • Could it be something simple as a faulty network cable? • Can you ping the device on the network? • Where does the problem occur? • When does the problem occur? • When you have narrowed down the problem to a specific factor (device, printer driver, network, etc.), it will be easier to find information about the problem. Application? MS support site Firmware? TESSA Device spec? Known problem? GKM

  14. Information Resources • Why ‘reinvent the wheel’? • Maybe the same problem has been reported before. • Maybe a solution to the problem is published. • You can find a lot of bulletins and information on TESSA and the GKM Knowledgebase Tier2.

  15. GKM Troubleshooting Assistant (1/3) • The Troubleshooting Assistant is part of the GKM Knowledgebase Tier2. • It functions as a step-by-step checklist to troubleshoot a problem and if necessary, how to escalate the problem.

  16. GKM Troubleshooting Assistant (2/3) • To start the Troubleshooting Assistant, enter the Knowledgebase Tier2 and select the category ‘Troubleshooting’ / ‘Troubleshooting Assistant’. • In the found Answers, select ‘[TA] Troubleshooting Assistant: Top page’

  17. GKM Troubleshooting Assistant (3/3) • The top page of the Troubleshooting Assistant contains a list of issue/topic pages. • Here you can select one of the categories which applies to the problem. • In the next steps the problem is narrowed-down and possible solutions are suggested along the way. • If no solution is found the Troubleshooting Assistant directs to the applicable Problem Information Form to escalate the problem.

  18. Problem Information Form (PIF) • A Problem Information Form (PIF) is a form to register all information about a problem. It gives a an overview of the problem and you can use it as a checklist when analyzing a problem. • In many cases a PIF must be included when escalating a problem. • There are different PIF’s available, depending on the type of problem or product. • All PIF’s are available via the GKM Troubleshooting Assistant.

  19. 3. Troubleshooting Tools

  20. Chapter Overview 3.1 Troubleshooting Tools Overview 3.2 Windows Tools 3.3 Print Capture using Print to File 3.4 Print Capture using Card Save 3.5 Print Capture using LPR 3.6 Wireshark 3.7 PCL Reader 3.8 Other useful tools

  21. 3.1 Troubleshooting Tools Overview

  22. Troubleshooting Tools Overview • This chapter describes the following tools that you can use to analyse and troubleshoot connectivity related problems: • Windows Tools • Print Capture using Print to File • Print Capture using Card Save • Print Capture using LPR • PCL Reader • Wireshark • Other useful Tools Client PC Device Wireshark Print Capture (Print to File / LPR) Print Capture (Card Save) Windows Tools PCL Reader

  23. 3.2 Windows Tools

  24. Windows Tools • Windows OS provides many troubleshooting tools. • Most of these tools are Command-Line based. • The following tools are described in this chapter: • IPConfig • Netstat • Nslookup • Ping • Tracert • LPR • FTP • Telnet

  25. IPConfig (1/2) • IPConfig displays the current configuration of the installed IP stack on the computer. • At the command prompt, type ipconfig /all • If your PC has more than one network adapter, the physical address of each adapter is listed separately.

  26. IPConfig (2/2) • Type IPConfig /? to get a full list of supported commands:

  27. Netstat (1/2) • Netstat displays TCP/IP protocol statistics and active connections to and from your computer.

  28. Netstat (2/2) • Type netstat /? to get a full list of supported commands.

  29. Nslookup • Performs DNS queries and examines content zone files on local and remote servers. • Commonly used to check the DNS record for any given IP address or vice versa.

  30. Ping • Ping can be used to test the reachability of a host on an IP network by sending an Internet Control Message Protocol (ICMP) echo request packets to the target host and waiting for an ICMP response. • In the process it measures the time from transmission to reception (round-trip time) and records any packet loss. • Type ping /? to get a full list of supported commands.

  31. Tracert • Traceroute is a command which views the route of a packet from your PC to one you specify. • It will list all the routers it passes through until it reaches its destination, or fails to and is discarded. • In addition to this, it will tell you how long each 'hop' from router to router takes. • Type tracert/? to get a full list of supported commands.

  32. LPR (1/2) • With LPR you can print to a device without using a printer driver. This can be useful to investigate if a problem is related to the printer driver. • With the following lpr command you can send a file directly to the internal print queue of the printing device: • Lpr -S <IP/Hostname> -P <queue name> <filename> • Default queue name: • Ricoh GW: lp • EFI: print / hold / direct

  33. LPR (2/2) • LPR is enabled by default in WinXP/WinSer2003 • LPR must be activated in WinVista/Win7/WinSer2008

  34. FTP • You can also use FTP to print to a device without using a printer driver. Also the transfer rate is displayed. • You can print through FTP as follows: • ftp <IP/Hostname> • Login with a user (admin cannot print). If user authentication is disabled, you can login as ‘anonymous’. • Put <filename>

  35. Telnet (1/3) - Test printing port 9100 • With the following Telnet command you can test if port 9100 (standard TCP/IP printing port) to the device is open: • Telnet <IP/hostname> 9100 • You will see a black screen, then everything you type will be printed after closing the screen. • If you cannot connect on port 9100, it could be that ‘DIPRINT’ on the device is inactive, or a firewall/router is blocking port 9100. Close screen Type something

  36. Telnet (2/3) - Test connection to SMTP server • You can also use the following Telnet commands to test the connection to an SMTP server (port 25): • Telnet <IP/Hostname of SMTP server> 25 • helo server (start communication) • mail from: (email address as specified in the sending device) • rcpt to: (receiving email address) • data (start data entry) • Type some data • . (end of data)

  37. Telnet (3/3) • Telnet is enabled by default in WinXP/WinSer2003 • Telnet must be activated in WinVista/Win7/WinSer2008

  38. Exercise 1 Windows Tools

  39. 3.3 Print Capture using Print to File

  40. Print to File • Instead of sending the print job to the physical printer, you can capture the print job to a file. • You can let the printer driver print to a file in two ways: • From the application: Select ‘Print to File’ Or • Change the printer port to ‘FILE:’ From the application Change port to ‘FILE:’

  41. PRN File • When you print to file you can browse to a folder and specify the file name. • The file is saved as a PRN file (‘.prn’).

  42. What to do with the PRN File? • You can open the PRN file with a viewer like Notepad. • Now you can check the PJL commands: • Are authentication settings like username or usercodeactually used? • Are the correct escape codes used for tray assignments or fonts? • Does the same problem occur on another printer? • You can send the PRN file to a another printer by using lpr commands: lpr –S <printer ip address> –P LP <filename>

  43. 3.4 Print Capture using Card Save

  44. Card Save Introduction • You can capture a print file with the Card Save function of a device. • When this function is activated, the print file is not printed, but saved as a PRN file to an IC card or SD card. • This function is very useful: • To analyse if a print job arrives correctly at the device, for example from a host printing environment such as AS/400, OS/390 Host Print Data Center or a Mainframe. • When capturing of network packets is not allowed. Device Print job Card Save

  45. Card Save Procedure (1/5) • Turn the main switch OFF • Insert the SD card into service slot of the controller board. • Turn the main switch ON

  46. Card Save Procedure (2/5) • Enter SP-mode, select Printer SP • On a printer model, select ‘Service’ • Select ‘Service Mode’ / ‘Bit Switch’ / ‘Bit Switch 1 Settings’ • Set bit 1,2,3 and 4 to ‘1’ (ON), then press ‘#’ • This will enable the Card Save in the 'List/Test Print' menu. • After capturing, be sure to set bits 1,2, 3 and 4 back to 0 (OFF).

  47. Card Save Procedure (3/5) • Go to the User Tools menu • Select ‘Printer Features’ / ‘List Test Print’ tab • On a printer model, press the Menu key, select ‘List/Test Print’, then ‘Card Save’. • Select the Card Save option

  48. Card Save Procedure (4/5) • Press the Printer button. • ‘Card Save’ should be displayed in the display panel. • Send a job to the printer. • The communication light should start blinking. • The print data will be written to the IC or SD card.

  49. Card Save Procedure (5/5) • The PRN files are saved on the card in a folder named ‘prt\cardsave’. • In the card save folder you will find 2 files: Named sequentially from PRT00000.prn to PRT99999.prn Contains a list of all files created on the card by the card save function

  50. 3.5 Print Capture using LPR

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