SmartSDK

We encountered a critical issue with one of our Ricoh MFP devices and would like your assistance in investigating and resolving it.

The user attempted 30 to 50 print jobs, all of which were aborted. Logs are attached for your reference.
The printer had been in sleep mode for a few minutes.
When attempting IP printing while the printer was still in sleep mode, the job entered a “Processing” state and remained there for a long time without printing.

Upon accessing the job queue to delete the job, we observed a memory overload condition on the printer.

Logs: 
05-14 15:25:39.060   648   657 I art     : Background partial concurrent mark sweep GC freed 39686(1838KB) AllocSpace objects, 8(2MB) LOS objects, 33% free, 8MB/12MB, paused 34.884ms total 284.414ms
05-14 15:25:39.082   648   653 I art     : Wrote stack traces to '/data/anr/traces.txt'
 

We then tested using the native Ricoh Print App, and the same issue occurred. A video of this behavior is attached.
During this time, scan and copy functions worked as expected; only print functionality was affected.

We attempted to retrieve logs during the incident, but the log collection was stuck in progress for over 25 minutes.
After restarting the device, we were able to collect the logs successfully.

Please review the attached logs and video and advise on the cause and resolution. Let us know if any additional information is needed from our side.

We would like to understand how this issue can be resolved without requiring a device restart, as restarting is not ideal in customer environments.

Hi

This request to add signature for RicohAndroidClient version 1645.

This version fixes the TotalAgility RicohAndroidClient for SSO issue with Ricoh Unified Client which is raised by Ricoh UK.

Enhancement Request 2171867: Unified Client for Ricoh 1.3.0.8 - Add Tungsten SOP workflow to device to allow SSO to Tungsten Capture application

Thank you

Ngoc

Production sign, please

Hello,

We have an issue reported from customer where the memory is not cleared after perform integrated scanning on Ricoh IM C370 and IM C320 devices. They have to wait for 15 minutes or restarting the device to recover the memory.

If they don't recover the memory, the eventually reach to a point where they can not perform any scan operation because of memory limitation.


The customer is asking if there's a possibility to recover the memory right after scan rather than wait for 15 minutes.

The video of the issue is attached RICOH_IM_C370-IM_C320.mp4.zip.

The note from customer:

We start @ 14h43:19 with 2 attempts where we weren't doing the scans to the right folder, BUT you will see on the video that these 2 pages, are using 1% each of them. Why? Because when we start the scan jobs using the native scan @ 14h46, you can see the memory starting on 98% instead of 100%.

After that, the merory rolled back again to 98%.

Moving forward, we've done more scans with PaperCut Integrated scaning and you can see @ 14h48:59 scan jobs beeing done with Integrated Scanning now with a correct folder (like the initial report done on this ticket), and then near to 14h59 ~15h00, you'll see us doing scan via native scan app starting from 96%, because we've done also 2 other pages with Integrated scanning and the memory still got stucked and was not free again.

We have tried to replicate this issue internally on 3 generations of devices (IM 2010, IM 3000 and MP C2004) that we have here in the office and had no luck. The memory gets cleared right after finishing scan job.

Looking at code, we can see, we always delete the scan file after uploading. Our logs confirms that:

2025-02-27 14:11:39.922 DEBUG c.p.r.s.s.HddScanFile - Deleted file /mnt/hdd/com.papercut.ricoh.android/scans/1kw0wm39e639/file.pdf [Thread-15]

The devices that customer has come with 64GB eMMC internal storage, we are wondering if there's a consideration with those memory on the device that doesn't gets cleared right away. 

As the problem only happens for those specific devices, we were wondering if there's some consideration with those models that we are not aware of. Application and device logs are attached.

Looking forward to your assistance on this.

Thanks

• Question:

Afte triggering a Ricoh ScanEx scanning, paper jam would occur. In order that user can still logout under this condition, should our Printix Go app cancel the current scan?

• Device model:

Ricoh IM C3500

• Test steps

1. Log into the Printix Ricoh Go app on IM C3500.
2. Select app icon to show workflow list and then select one workflow. 
3. Press Start button to trigger ScanEx app to start a scan.
4. Make a paper jam while scanning.
5. Press Logout.

• Test result:

Log out failed. In the device log we can see the logout locked from jp.co.ricoh.advop.smartscannerex

05-08 19:18:37.666  1556  1556 D PrintixGo:UIEvLis: AuthServiceStateChangedEvent received. state:LOGIN trigger:LOGOUT_FAILED
... ...

05-08 19:18:37.690  1462  1462 I SdkServ : ATH:MGR:send NOTIFY_LOGOUT_FAILED locked from jp.co.ricoh.advop.smartscannerex

• Information collected:

1. Video: "Try to logout while paper jam.mp4" (time frame: 19:17 ~ 19:18, May 8, 2025)
2. Device log (MachineInfo_3112R670050_20250508_194048.tar)

Questions:

1. The logout failed due to the paper jam during the ScanEx scanning. In order that user can still logout, should our Printix Go app cancel the current scan first? We did an experiment where we cancelled a ScanEx scan which was stopped by paper jam and the logout appeared to be successful.
    
2. Can we say that for a logout (manual or automatic) to be successful from an unfinished ScanEx scan, the app must cancel the scan first?
   
   Thank you.

Hello Team,
We are experiencing a recurring issue on a Ricoh MFP (IM C2000) running firmware version 8.04.

While printing a job using our PF360 embedded application, the job fails with the error media_empty, even though paper is loaded and available in the tray.

We submit the print job using the following POST endpoint, and we receive a valid job ID in the response with status 201:

05-08 10:16:28.401 16825 16962 I UPConnector: httpclient:RestHttpClient:request: POST http://gw.machine.address:54080/rws/service/printer/jobs
05-08 10:16:28.525 16825 16962 I UPConnector: httpclient:RestHttpClient:response: 201 Created
05-08 10:16:28.526 16825 16962 E Uniprint: job:PrintJobMessageDis:resp[{jobId=1m1sxkcyj23n}]

However, the result of the job is a failure:

05-08 10:16:30.998 16825 16825 E UPConnector: Print Step 14 : Aborting Job : job aborted.
05-08 10:16:30.998 16825 16825 E UPConnector: [media_empty]

The issue is not limited to the PF360 application. The Ricoh native print application also fails with the same media_empty error.

After this failure, all subsequent print jobs also fail with the same reason. The only way to restore normal print functionality is by restarting the device. This behavior occurred twice today under similar conditions.

I have attached the log file for your reference. 

Device Info:
Firmware Version: 8.04
[IM C2000]

Could you please investigate this and advise on any known issues, fixes, or required diagnostics? 
Thanks in advance.
 

Hi Team,

We have implemented FAR related changes and enabled AD/LDAP users login to the device. However, after a successful login, the 'Administrator Mode button' is not visible. Do we need to configure anything further to make it appear, or is it the responsibility of the SDKService to display it once the application sends the 'External Authentication Response' to the SDKService?

• Question:

Is it possible to detect the System Home button press event to cancel the ScanEx screen upon receiving it? Note: The Printix Ricoh Go app is not, and will not be, the HOME key assigned application.

• Device model:

Ricoh IM C3500

• Test description:

1. We would like to cancel the ScanEx screen when the HOME button or System Home button is pressed. In the application code (for testing purpose), we attempted to send a cancel intent to cancel the ScanEx screen upon receiving either the HOME button press event or the HOME displayed event.
2. During testing, we observed when pressing the HOME button (located at the center of the bottom banner) the application received both the HOME key press event (action: `jp.co.ricoh.isdk.sdkservice.system.PRESS_HOME_KEY`) and the HOME displayed event (action: `jp.co.ricoh.advop.monitorservice.ACTION_DISPLAY_HOME`). Refer to video "Press HOME button on ScanEx settings screen-20250505_182907.mp4" (time frame: 18:29 ~ 18:30, May 5, 2025).
3. However, when the System Home button (displayed on the left side of the upper banner) is pressed, the application only receives the HOME displayed event. Refer to video "Press System Home on ScanEx settings screen-20250505_183052.mp4" (time frame: 18:31 ~ 18:31, May 5, 2025).

• Test steps

1. Log into the Printix Ricoh Go app on IM C3500.
2. Select app icon to show workflow list and then select one workflow. 
3. Press Settings button and then ScanEx setting screen shows up.
4. Press HOME button.
5. Device native screen shows up.
6. Repeat steps 2 ~ 3.
7. Press System Home button.
8. Device native screen shows up.

• Test result:

At step 5, ​​​​​​both the HOME key press event (action: `jp.co.ricoh.isdk.sdkservice.system.PRESS_HOME_KEY`) and the HOME displayed event (action: `jp.co.ricoh.advop.monitorservice.ACTION_DISPLAY_HOME`) were received. While at step 8, only HOME displayed event (action: `jp.co.ricoh.advop.monitorservice.ACTION_DISPLAY_HOME`) was received.

• Information collected:

1. Video: "Press HOME button on ScanEx settings screen-20250505_182907.mp4" (time frame: 18:29 ~ 18:30, May 5, 2025)
2. Video: "Press System Home on ScanEx settings screen-20250505_183052.mp4" (time frame: 18:31 ~ 18:31, May 5, 2025).
3. Device log (MachineInfo_3112R670050_20250505_184038.tar)

Questions:

1. Is it possible to detect the System Home button press event when System Home button is pressed?
2. If it is not possible to detect the System Home button press event, would it be appropriate to cancel ScanEx upon receiving the HOME displayed event (action: `jp.co.ricoh.advop.monitorservice.ACTION_DISPLAY_HOME`)?

Thank you.

Flexible Admin Role (FAR) integration compatibility testing

Hi support,

using javascript

What is the difference  on using setting:

•  scanOptions.jobSetting.originalSize="auto"

Versus using setting:

•  scanOptions.jobSetting.originalSize = "Mixed" with "fixedWidth" or "randomWidth" ?

I´ve read the documentation but it´s confusing, I don´t understand the different use cases.

Thank you,

Luís Diogo