Troubleshooting
This section describes the method for solving problems that occur while operating this software.
Installation Related
An error screen is displayed when you try to display the login screen of this software
After logging into this software, an error screen is displayed and the operation cannot be continued
IMPORTANT |
Files cannot be repaired using the [Repair] button of the installer for this software. Do not operate the button. |
Cause 1
A file required for execution is damaged or missing in the installation folder of this software.
Remedy
Follow the procedure below to repair the files.
1. Stop the service of this software.
Open [Windows Administrative Tools] > [Services] from the Start menu.
Stop the following service.
Canon Data Collection Agent
2. Copy the following folder of this software.
%ProgramFiles%\Canon\CDCA\App_Data
3. Uninstall this software.
For details, see the following.
4. Install this software.
For details, see the following.
5. Stop the following service.
Canon Data Collection Agent
6. Copy the folder copied in step 2 to the same location.
7. Start the following service.
Canon Data Collection Agent
Cause 2
A service required for the execution of this software may be stopped.
Remedy
Perform the following procedure.
1. Open [Windows Administrative Tools] > [Services] from the Start menu.
2. Change the settings of the following services.
Canon Data Collection Agent
[Status]: [Running]
[Startup type]: [Automatic (Delayed Start)]
3. Log in to this software.
Devices
A device is not monitored correctly
Cause 1
The power of the device is turned OFF.
Remedy
Turn the power of the device ON.
Cause 2
The device is not connected to the network.
Remedy
Connect the device to the network.
Cause 3
A device with only SNMPv3 enabled after being set for monitoring may not have SNMPv3 authentication information registered in this software.
Remedy
Register the SNMPv3 authentication information. For more information, see the following.
Cause 4
[Device ID] is not automatically set for a Canon device that does not support a serial number.
Remedy
Manually set [Device ID] for the target device in the list on the [Managed Devices]. For more information, see the following.
Cannot discover a device
Cause 1
The power of the device is turned OFF.
Remedy
Turn the power of the device ON.
Cause 2
The device is not connected to the network.
Remedy
Connect the device to the network.
Cause 3
The SNMP settings may be incorrect.
Remedy
SNMP is used for device discovery. Refer to the following to configure the required settings in the device settings.
Cause 4
The device is in the sleep mode and [Reject SNMP Packets While in Sleep Mode] is set to [On].
Remedy
Set [Reject SNMP Packets While in Sleep Mode] to [Off] in the device. For more information, see the following.
Cause 5
The device may have been moved to the [Devices Removed from Management] tab.
Remedy
A device moved to the [Devices Removed from Management] tab is not displayed on the [Managed Devices] tab when it is discovered.
To set such a device for management, return the device on the [Devices Removed from Management] tab to the devices for management. For more information, see the following.
Cause 6
Microsoft Internet Explorer 11 is being used.
Remedy
Use a Web browser supported by this software. For information on the supported Web browsers, see the following.
Discovered devices are not displayed in the device list
Cause
Microsoft Internet Explorer 11 is being used.
Remedy
Use a Web browser supported by this software. For information on the supported Web browsers, see the following.
A device is not displayed on the [Managed Devices] tab after importing an RDS Plug-in configuration file.
Cause
The device may have been moved to the [Devices Removed from Management] tab.
Remedy
A device moved to the [Devices Removed from Management] tab is not displayed on the [Managed Devices] tab when its information is imported.
To set such a device for management, return the device on the [Devices Removed from Management] tab to the devices for management. For more information, see the following.
A task does not succeed even though the correct authentication information has been registered to this software
Cause 1
The power of the device is turned OFF.
Remedy
Turn the power of the device ON.
Cause 2
The device is not connected to the network.
Remedy
Connect the device to the network.
Cause 3
When executing a task, a target device was deleted from this software.
Remedy
Execute a task for the target device after registering the information for the target device again. For more information on registering device information, see the following.
Cause 4
When executing a task, a target device was removed from the devices for management.
Remedy
Restore the device for management on the [Devices Removed from Management] tab. For more information, see the following.
Cause 5
The device is in the sleep mode and [Reject SNMP Packets While in Sleep Mode] is set to [On].
Remedy
Set [Reject SNMP Packets While in Sleep Mode] to [Off] in the device. For more information, see the following.
Cause 6
The HTTP port number was changed on the device side.
Remedy
If you changed the device settings, restart the device. Also change the firewall settings so the computer where this software is running can communicate with the device using the new port number.
Cause 7
The port number used for accessing the device from this software may be blocked by the server computer where this software is running.
Remedy
Allow the port number to be used on the server computer. Or if the device enables the port number to be changed, change it to a port number that is allowed to be used on the server computer. For information on the port numbers used by this software for accessing devices, see the following.
Cannot communicate correctly with a device with SNMPv3 authentication information (cannot retrieve information using this software)
Cause
Communication may not be able to be performed via SNMPv3 with some device models.
Remedy
To use SNMPv3 to manage devices in this software, enable the SNMPv3 settings of the device, and set [Security Settings] to [Authentication On/Encryption On] for SNMPv3. For details, see the instruction manuals of the device. If communication can still not be performed correctly, enable SNMPv1, disable SNMPv3, then register SNMPv1 authentication information to this software and discover the device again.
There are times of the day when counter information and status information cannot be retrieved
Cause
The time for communicating with the device may be configured with unintended settings.
Remedy
Counter information and status information is only retrieved at the time specified on the following page.
[Devices] menu > [Device Communication Settings] > [Communication Time Settings] tab
Confirm the time for communicating with the device and set an appropriate time. For more information, see the following.
This software has stopped monitoring a device
Cause 1
The device IP address/MAC address/serial number information does not match the information in the database of this software.
Remedy 1
If the IP address of the device displayed in the device list of this software differs from the IP address set in the device, rediscover the device using the IP address set in the device.
Remedy 2
If the host name of the device displayed in the device list of this software differs from the host name set in the device, rediscover the device using the host name set in the device.
Cause 2
The NIC of the device may have been changed.
Remedy
This software does not support the switching of the NIC of a device to another device.