Troubleshooting (Basic Functions)
This section describes the method for solving problems that occur while operating the basic functions of this software.
Installation/Database 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 services of this software on the computer where the Manager operates. From the Start menu, open [Windows Administrative Tools] > [Services]. Stop the services in the following order. Canon Management Console Agent (only when the Manager and Agent are running on the same computer) Canon Management Console Manager |
2. | Copy the file and folder of this software. The following file %ProgramFiles%\Canon\EMC\Manager\agent\app_data\configs.json The following folder %ProgramFiles%\Canon\EMC\Manager\App_Data |
3. | Uninstall the Manager. For details, see the following. |
4. | Install the Manager. For details, see the following. |
5. | Stop the services in the following order. Canon Management Console Agent (only when the Manager and Agent are running on the same computer) Canon Management Console Manager |
6. | Copy the file and folder copied in step 2 to the same location. |
7. | Start the services in the following order. Canon Management Console Manager Canon Management Console Agent (only when the Manager and Agent are running on the same computer) |
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 Management Console Agent Canon Management Console Manager If you are using SQL Server, also change the settings of the following services. SQL Server (<instance name>) [Status]: [Running] [Startup type]: [Automatic (Delayed Start)] |
3. | Log in to this software. |
Common
Cannot receive the e-mail sent from this software.
Cause 1
The e-mail transmission settings may not be specified correctly.
Remedy
Check whether the settings required for sending e-mail have been configured correctly. For details, see the following.
Cause 2
The mail server settings may have been changed when installing anti-virus software to the computer in which this software is installed.
Remedy
Refer to the instruction manuals of the anti-virus software you are using to check the e-mail settings.
Cause 3
The e-mail sent from this software may have been deemed to be spam by the spam e-mail filter, etc. of the e-mail software and automatically sent to the spam folder.
Remedy
If the e-mail sent from this software has been sent to the spam folder of the e-mail software, change the settings so that it is not.
Cause 4
The e-mail sent from this software may have been deemed to be spam by the spam e-mail filter, etc. of the mail server and not sent.
Remedy
Contact the administrator of the mail server.
[No Response] is displayed as the status of the Agent on the [System] menu > [Agents] page.
Cause 1
The Agent service may be stopped.
Remedy
1. | Open [Windows Administrative Tools] > [Services] from the Start menu. |
2. | If the following service is stopped, start it. Canon Management Console Agent |
Cause 2
If the Agent service is started, the Manager information specified in the Agent configuration file may be incorrect.
Remedy
Perform the following operation on the computer where the Agent that is not responding is running.
1. | Stop the following service. Canon Management Console Agent |
2. | Open the following file. Agent running on the same computer as the Manager %ProgramFiles%\Canon\EMC\Manager\agent\app_data\configs.json Agent running on a different computer from the Manager %ProgramFiles%\Canon\EMC\Agent\app_data\configs.json |
3. | In "HostUrl", correctly specify the IP address of the computer where the Manager is running and the port number used for HTTPS connections. |
4. | Restart the following service. Canon Management Console Agent |
Cause 3
Files required for execution may be damaged or missing in the installation folder of the Agent.
Remedy
Follow the procedure below to repair the files.
1. | Access this software from a Web browser and log in as a system administrator. |
2. | Select the [System] menu > [Agents]. |
3. | Click the name of the target Agent. |
4. | On the [Agent Details] page, click [Deactivate]. |
5. | Uninstall the Agent. For details, see the following. |
6. | Install the Agent. Enter the activation key of the deactivated Agent in [Activation Key]. For details on the procedure for installing the Agent, see the following. |
7. | In this software, confirm that the Agent is operating normally. Select the [System] menu > [Agents]. Click [  ].Confirm that [Normal] is displayed for [Status] for the target Agent. |
Devices
The target device is not displayed on the device selection screen.
Cause 1
The desired device may be a device from a manufacturer other than Canon.
Remedy
Check whether the target device is a Canon device on the [Device List] page.
Cause 2
The target devices have been deleted from this software.
Remedy
Register the target devices again. For details, see the following.
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 to this software.
Remedy
Register the SNMPv3 authentication information. For details, 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 specify 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 details, see the following.
Cause 5
The device may have been moved to the [Devices Removed from Management] page.
Remedy
Devices that have been moved to the [Devices Removed from Management] page are not displayed on the [Device List] page, even if they are discovered.
To manage such devices, restore them from the [Devices Removed from Management] page. For details, see the following.
Devices are not displayed on the [Device List] page after importing device information.
Cause
The device may have been moved to the [Devices Removed from Management] page.
Remedy
Devices that have been moved to the [Devices Removed from Management] page are not displayed on the [Device List] page, even if their information is imported.
To manage such devices, restore them from the [Devices Removed from Management] page. For details, see the following.
Tasks do not succeed.
Cause 1
Authentication may have been failed.
Remedy 1
Check the authentication information of a device user with Administrator privileges, and register it in this software.
Cause 2
Tasks may fail for devices with a PS print server attached that meet the following conditions.
The security level is set to "Medium" or higher.
The authentication information of a non-secure user is registered to this software as the SNMPv3 authentication information.
Remedy
Register the authentication information of a secure user for the PS print server to this software as the SNMPv3 authentication information, and execute a recovery task. For details, see the following.
Cause 3
The device is locked out because authentication failed consecutively.
Remedy
Check whether the authentication information is correct. Then wait for the device to recover.
Tasks do not succeed even though the correct authentication information is registered in 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
A target device for the task was deleted from this software when executing the task.
Remedy
Register the information for the target device again and execute the task for that device. For details on registering device information, see the following.
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 details, see the following.
Cause 5
Authentication may fail even if you enter the correct authentication information, depending on the device settings.
If authentication fails after entering the user name and password, the following causes are possible.
Use of the default password is prohibited.
The password has expired.
The authentication information of a user without the Administrator role has been registered to this software.
Authentication information of an authentication method not supported by this software has been registered to this software.
If authentication fails after entering the system management department ID and PIN, the following causes are possible.
Authentication via a department ID and PIN is prohibited.
Remedy
Check the device settings. For details on device operations, see the following.
Device instruction manuals
Cause 6
The HTTP port number on the device side was changed.
Remedy
If the settings of a device have been changed, restart the device. Also change the firewall settings so that the computer where the Manager and the Agent that manages target devices is running can communicate with the device using the new port number.
Cause 7
The port number used for accessing device from this software may be blocked by the server computer where this software is running.
Remedy
Allow use of the port number on the server computer. Alternatively, for devices whose port number can be changed, change the port number to one that is allowed on the server computer. For details on the port numbers used to access devices from this software, see the following.
Cause 8
The device is communicating with TLS1.0.
Remedy 1
Change the device settings to communicate with TLS1.1 or later.
1. | Select [Settings/Registration] > [Device Settings] > [Preferences] > [Network] > [TCP/IP Settings] > [TLS Settings]. |
2. | Select [Specify Allowed Versions]. |
3. | Set [Minimum Version] to [TLS 1.1] or later. |
Remedy 2
For devices that cannot communicate with TLS1.1 or later, it is necessary to register a registry to enable communication with devices using TLS1.0 to the computer where the Manager of this software is running and the computer where the Agent that manages the target devices is running. Perform the following procedure.
1. | Create a registry registration entry file. Start a text editor such as Notepad, and copy the following to the text editor. Copy everything from the first line to the blank line at the end. Set the extension to ".reg" and the character encoding to "Unicode" (UTF-16), and save the file. Windows Registry Editor Version 5.00 [HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\.NETFramework\v4.0.30319] "SchSendAuxRecord"=dword:00000000 |
2. | Start the registry editor (%SystemRoot%regedit.exe) with administrator privileges. |
3. | Create a backup of all the current registry settings. Select [File] > [Export] in the registry editor. Select [All] in [Export range], and save the file with a file name of your choice. |
4. | Register the registry. Select [File] > [Import] in the registry editor. Specify the file created in step 1, and click [Open]. |
5. | Click [OK] to close the dialog. |
Cannot communicate correctly with a device using SNMPv3 authentication. (Cannot retrieve or distribute information or restart the device 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.
Executing a task takes a long time.
Cause 1
Multiple tasks are set to be executed at the same date and time. In this case, it may take time for the tasks to finish.
Remedy
If the tasks are executed periodically, change the task schedules so that they will not be executed at the same time from the next time.
Cause 2
If communication between this software and the device is encrypted, it may take time to perform authentication when the route certificate is automatically updated during authentication. (For devices that can set encrypted communication by function, communication for authentication is always encrypted, regardless of the device settings.)
Remedy
To reduce the time taken, perform the procedure below to disable the function for automatically updating the route certificate of the computer where this software is running.
When this setting is specified, the route certificate will no longer be automatically updated, even when encrypting the communication used by programs other than this software. Restore the original setting as required after executing a task.
Some terms may differ depending on the operating system you are using.
1. | Select [Run] from the [Start] menu (the [Start] screen for some operating systems). |
2. | Enter "gpedit.msc" and press the [Enter] key. The [Local Group Policy Editor] dialog box is displayed. |
3. | Select [Computer Configuration] > [Administrative Templates] > [SYSTEM] > [Internet Communication Management] > [Internet Communication Settings]. |
4. | Set [Turn off Automatic Root Certificates Update] to [Enabled]. |
Counter information and status information cannot be retrieved at certain times.
Cause
The time to communicate with devices may be set to an unintended time.
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
Check the time to communicate with devices and set an appropriate time. For details, see the following.
The total status ratio on the [Reports] menu > [Status Info] > [Status Info] page is not 100%.
Cause
The total device status ratio may not be 100% due to errors caused by rounding off values.
Device lists exported from iW Management Console v3.x cannot be imported to this version.
Cause 1
The first line of the import file (the header) is in a language other than English.
Remedy
Import files with the first line (the header) in a language other than English cannot be imported to this version.
Export a device list with the header in English from iW Management Console v3.x. For details, see the following.
Cause 2
The character encoding of the import file is set to something other than UTF-16.
Remedy
Files with a character encoding other than UTF-16 cannot be imported to this version.
Export a device list in UTF-16 from iW Management Console v3.x. For details, see the following.
The content set for [Device Name] and [Location] on the following pages of this software is not reflected in the printer.
- [Devices] menu > [Device List] > device name selection > [Device Details] > [Basic Device Info]
- [Devices] menu > [Device Batch Processing] > [Batch Configure Device Information]
Cause
The number of characters entered on the above pages may exceed the maximum number of characters that can be set for the printer.
Remedy
Enter a string that does not exceed the maximum number of characters that can be set for the printer. For details on the maximum number of characters that can be set for a printer, see the following.
Printer instruction manuals
NOTE |
When the maximum number of characters that can be set for a printer is exceeded, the string is not reflected in the printer but is reflected in the printer information managed by this software. |
When a [Retrieve Printer Information] task is executed, the content of [Device Name] and [Location] set in the printer is not reflected in this software.
Cause
The content of [Device Name] and [Location] may have been changed using the Remote UI or control panel of the printer after discovering the printer with this software.
Remedy
The content of [Device Name] and [Location] that was set when the printer was discovered is registered to this software. A [Retrieve Printer Information] task does not retrieve the content of [Device Name] and [Location] set in the printer. In order to match the settings in this software, update the content of [Device Name] and [Location] on the following pages of this software.
[Devices] menu > [Device List] > device name selection > [Device Details] > [Basic Device Info]
[Devices] menu > [Device Batch Processing] > [Batch Configure Device Information]
Enter a string that does not exceed the maximum number of characters that can be set for the printer. For details on the maximum number of characters that can be set for a printer, see the following.
Printer instruction manuals
Backing Up/Restoring SQL Server Database
Cannot restore the database.
Cause
The database cannot be restored while it is being accessed by a user.
Remedy
Check that the database to restore is not being accessed by a user. Also stop the service by the following procedure to stop access to the database from Manager.
1. | Open [Windows Administrative Tools] > [Services] from the Start menu. |
2. | Stop the following service. Canon Management Console Manager |
The screen is not displayed after restoring the database.
Cause
The following system items do not match at the time of backup and restoration.
The IP address of the database server, database server name, and instance name
The database settings
The database name or account name and password that the system uses to access the database
Remedy
Check the database information and change it as required.