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Security issue primary escalation requirements

Security issues primary escalation KB

Common requirements

Before proceeding, make sure to fill out the Main escalation information requirement.
If a device is involved, gather these
common requirements
 for all
security
-related issues.
Please utilize all available technical support resources before electing to escalate issues.
Requirements 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
Applies to all Network-connected MFPs
This is a compressed file that 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.
  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
    .
Exported Device/Printer UCF Settings
This contains the configuration on how the base settings of the printer is set up.
  1. Open the printer's EWS via a web browser (for example: Mozilla Firefox, Google Chrome).
  2. Enter the printer's
    IP address
     (e.g.,
    http://192.168.1.2
    ).
  3. Select
    Settings
    , and then click on
    Embedded Solutions
     or
    Device Solutions
     >
    Solutions (eSF)
     or
    Apps
     >
    Apps Management
    .
  4. Click on the affected eSF application, select
    Configure
    , and then click
    Export
    .
Embedded Solutions Log File
It documents all the errors or crashes experienced by the eSF apps' user.
  1. Open the printer's EWS via a web browser (for example; Mozilla Firefox, Google Chrome).
  2. Enter the printer's
    IP address
     followed by
    /se
     (for example;
    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
    .
Make sure to turn
OFF
 Debugging Mode once troubleshooting is completed and the issue is resolved.
Embedded Solutions Log
Get the Logs Gzip prior to obtaining this log.
It documents all the errors or crashes experienced by the eSF apps' user.
  1. Open the printer's EWS via a web browser (for example: Mozilla Firefox, Google Chrome).
  2. Enter the printer's
    IP address
     (e.g.,
    http://192.168.1.2
    ).
  3. Select
    Settings
    , and then click on
    Embedded Solutions
     or
    Device Solutions
     >
    Solutions (eSF)
     or
    Apps
     >
    Apps Management
    .
  4. Click on the affected eSF application, select
    Configure
    , and then click
    Export
    .
Security Log
The Logs Gzip file mentioned above also captures the Security logs among many others, but may lack some items for Security Log.
This contains eSF log and LDAP log.
  1. Open the printer's EWS via a web browser (for example: Mozilla Firefox, Google Chrome).
  2. Enter the printer's
    IP address
     (e.g.,
    http://192.168.1.2
    ).
  3. Select
    Settings
    , and then click on
    Embedded Solutions
     or
    Device Solutions
     >
    Solutions (eSF)
     or
    Apps
     >
    Apps Management
    .
  4. Click on the affected eSF application, select
    Configure
    , and then click
    Export
    .
Back to index

Additional requirements

Capture additional requirements by clicking on the following links to obtain the specific logs required.
LEGACY ID:
FA872

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