Background
The Ricoh SmartSDK supported devices have a log-storing function which enables logs to be stored on the device. The logs are encrypted and require a special tool to decrypt. You also need some background on what to look for when the logs are decrypted.
Ricoh has now made this process easier for you by releasing the Ricoh Log Analyzing Tool (Beta). This tool will allow you to upload the device logs and provides a result file for you to download. Once you download this file you can easily review and analyze important information when a problem occurs in your lab or out in the field. The device startup logs are also available; these are important for application startup crash errors.
Guidance for usage
If a device is at a customer site please refer to the Trace Log Collection Policy.
How to Capture Problem Logs
- Ensure device has the latest firmware applied.
- Note date & time.
- Power cycle the device.
- Reproduce the issue, noting the exact steps.
- When error occurs get the log trace from WIM.
- Here are instructions for capturing device logs
- Collecting 1 day of information is best.
- The requested logs will be provided as a single tarfile.
- Sometimes an issue can only be reproduced on some devices or device types.
- In this case it can be helpful to provide a success case along with the failure case.
Using the Ricoh Log Analyzing Tool (Beta)
- Access the Ricoh Log Analyzing Tool (Beta).
- Upload the tarfile (.tar) obtained when capturing device logs
- Download the results file.
- A tutorial and breakdown of the result file page will be provided soon.
Important Notes on the Ricoh Log Analyzer Tool (Beta)
- The Ricoh Log Analyzer Tool is still in Beta. Please let us know if you expereince any issues. We also welcome comments and praises.
- Machine log files that are uploaded will be deleted (not saved on the server side). Please keep track of any field issues for your records.
- We collect information in regards to usage of this tool. The tracking information collected will be used for future improvements.
- When supplying device logs to RiDP please provide the "raw", unprocessed tarfile as-is.
If the Ricoh Log Analyzer Tool (Beta) Cannot Assist
- Open a new Incident.
- Attach the "raw" device logs you may have collected to this Incident. Please don't attach decrypted or processed versions of the device logs.
- Be sure to confirm the date when the problem occurred before obtaining the logs. Ideally, all hosts and devices have clocks synchronized close enough for comparison.
- Be sure to confirm the details of the problem and include them when you report the problems with the logs that were obtained from the customer’s environment.
- When reporting a problem and including the logs, describe the details of the log. For example:
- Unacceptable: These are the logs when Windows Authentication failed.
- Acceptable: These are the logs for when three users succeeded or failed in their logon attempts between 10:00 AM and 11:00 AM on February 20.