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eSF applications primary escalation requirements

This article shows the information required to escalate eSF apps‑related issues.
Before proceeding, make sure to fill out the Main escalation information requirement.
Gather the primary requirement for eSF apps‑related issues.
Requirement and relevance
How to obtain
Menu settings page
 
This document contains all the printer settings and running firmware code.
  1. Using the printer
    Control Panel
     – On the printer, press
    Menu
    >
    Reports
    >
    Menu Settings Page
    .
  2. Using the
    Embedded Web Server
    (
    EWS
    ) – Access the printer's EWS, go to
    Reports
    >
    Device Settings
    . Copy and paste the displayed information to a notepad or text editor.
Logs Gzip
This applies to all network‑related MFPs.
 
This is a compressed file which contains all the logs from the printer's
SE page
. This also contains fwdebug for the
last three
 (
3
)
900 errors
 as long as auto reboot is enabled.
Important!
 Security Debugging should be enabled.
Important!
Make sure to collect this log immediately after the issue is reproduced.
  1. Open printer's Web interface.
    1. Open a Web browser; e.g., IE, Mozilla Firefox, Google Chrome.
    2. Enter the printer's IP Address followed by /se, e.g.,http://192.168.1.2/se
    3. Press
      Enter
      .
  2. Select
    Logs Gzip Compressed
    to download the file.
  3. Save
    the file; e.g.,
    logs.tar.gz
    .
    Refer to Logs Gzip Compressed File Support and Collection Explained for more details on Logs Gzip; i.e., supported printers, collection, and special considerations.
Exported Embedded Solutions Settings
 
This contains the configuration on how the eSF application is set up.
Exported Security Settings
 
This contains the configuration on how the printer security settings are set up.
Exported Device/Printer UCF Settings
 
This contains the configuration on how the base settings of the printer are set up.
App-specific UCF settings
 
This contains the configuration per app.
  1. Open the printer's Embedded Web Server (
    EWS
    ) via a web browser.
  2. Go to Apps, click on the app name to open its configuration page.
  3. Click on the "Export" button to save the app's UCF file.
Embedded Solutions log
  • Get the Logs Gzip
    prior
     to obtaining this log.
  • Turn on the app-specific logs
    prior
     to obtaining this log.
 
It documents all the errors or crashes experienced by the eSF apps' user.
Important!
 Make sure to collect this log
immediately after
the issue is reproduced.
  1. Open the printer's Embedded Web Server (
    EWS
    ) via a web browser (e.g., Mozilla Firefox, Google Chrome).
  2. Enter the printer's
    IP address
     followed by
    /se
     (e.g.,
    http://192.168.1.2/se
    ).
  3. Select
    Embedded Solutions
    .
  4. Clear the log file to ensure that new log files will be captured to better isolate the problem.
  5. Go to
    Set Logging Level
    , select
    YES
     for
    Allow debugging entries in the log?,
    and hit
    Submit
    . This will turn
    ON Debugging Mode
    .
    Reproduce
    the problem.
  6. Repeat
    Steps 1
    ,
    2
    , and
    3
    , and then click on
    Log File
    .
  7. Copy and
    Save
    all the entries as
    .txt
    .
Important!
 Make sure to turn
OFF
 Debugging Mode once troubleshooting is completed and the issue is resolved.
Bundle Information
 
Provides a list of all solutions installed on the printer.
  1. Open the printer's EWS via a web browser (e.g., Mozilla Firefox, Google Chrome).
  2. Enter the printer's
    IP address
     followed by
    /se
     (e.g.,
    http://192.168.1.2/se
    ).
  3. Select
    Embedded Solutions
    .
  4. Select the
    Bundle Information
    .
  5. Copy and
    Save
    all the entries.
Exported System Info
Only required if a computer is
involved
.
 
This file contains comprehensive information on your computer's configuration.
  1. Click the
    Start
    menu >
    Programs
    >
    Accessories
    >
    System Tools
    >
    System Information
    .
  2. Click
    File
    and
    Save
    .
Screenshots and/or videos of any encountered errors, app "settings" screen, i.e. general charging, related functions, etc.
 
The information is used for simulation and analysis.
Enduser provided
Select a topic from the list to view additional requirements specific to your issue.
LEGACY ID:
FA993

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