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 services in the following order. Canon Data Collection Agent Squid *1 |
*1 | When HTTPS is the protocol for communication with the Remote Monitoring Server and [Monitoring Mode] is set to [CCA Mode] in this software. |
2. | Copy the folder of this software to another location. %ProgramFiles%\Canon\CDCA\App_Data %ProgramFiles%\Canon\CDCA\Squid\etc\squid *1 %ProgramFiles%\Canon\CDCA\credentials_prd.xml %ProgramFiles%\Canon\CDCA\bk_credentials_prd.xml *2 %ProgramFiles%\Canon\CDCA\Squid\etc\krb5.keytab *2 |
*1 | When HTTPS is the protocol for communication with the Remote Monitoring Server and [Monitoring Mode] is set to [CCA Mode] in this software. |
*2 | This file may not exist. |
3. | Uninstall this software.
For details, see the following. |
4. | Install this software.
For details, see the following. |
5. | When HTTPS is the protocol for communication with the Remote Monitoring Server and [Monitoring Mode] is set to [CCA Mode] in this software, log in to this software and set [Monitoring Mode] to [CCA Mode]. |
6. | Stop the services in the following order.
Canon Data Collection Agent Squid *1 |
*1 | When HTTPS is the protocol for communication with the Remote Monitoring Server and [Monitoring Mode] is set to [CCA Mode] in this software. |
7. | Paste the folder copied in step 2 to the same location. |
8. | Start the following service.
Canon Data Collection Agent |
9. | When HTTPS is the protocol for communication with the Remote Monitoring Server and [Monitoring Mode] is set to [CCA Mode] in this software, confirm that the following services have been started.
Squid |
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 if they are stopped.
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
The authentication information of the device may not be registered to this software.
Remedy
Register the authentication information required for communication between this software and the device. For more information, see the following.
Cause 4
[Device ID] is not set. (When SMTP Is the Protocol for Communication with the Remote Monitoring Server)
Remedy
[Device ID] is not automatically set for a Canon device that does not support a serial number.
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 discovery range settings may be incorrect.
Remedy
When HTTPS is the protocol for communication with the Remote Monitoring Server:
Refer to the following to set a discovery range including the target device.
When SMTP is the protocol for communication with the Remote Monitoring Server:
To set a discovery range that includes the target device, 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 device may be registered on the [Devices Removed from Management] tab.
Remedy
When HTTPS is the protocol for communication with the Remote Monitoring Server:
Devices not registered to the Remote Monitoring Server are not displayed on the [Managed Devices] tab. To set such devices for monitoring, register the devices on the [Devices Removed from Management] tab to the Remote Monitoring Server.
When SMTP is the protocol for communication with the Remote Monitoring Server:
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 monitoring, return the device on the [Devices Removed from Management] tab to the devices for management. For more information, see the following.
Cause 7
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 connected with PrismaSync that is registered to the Remote Monitoring Server is not registered to the [Managed Devices] list of this software.
Cause
Billing counter display settings are not configured on the device. This software cannot determine whether the device can be managed without these settings.
Remedy
Configure the billing counter display settings on the device. Make sure that counters #101 and #102 are displayed.
For information on the procedure, see the instruction manuals of the device.
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.
Devices are not displayed on the [Managed Devices] tab even if a settings file for the RDS Plug-in is imported (when HTTPS is the protocol for communication with the Remote Monitoring Server)
Cause
When HTTPS is the protocol for communication with the Remote Monitoring Server, the device is registered to the list on the [Devices Removed from Management] tab immediately after the file is imported. The process for setting the device as a device for monitoring is then executed, and the devices registered in the Remote Monitoring Server are displayed on the [Managed Devices] tab and in [Monitored Device List].
A device is not displayed on the [Managed Devices] tab after importing an RDS Plug-in configuration file. (When SMTP Is the Protocol for Communication with the Remote Monitoring Server)
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.
Devices displayed on the [Managed Devices] tab are not displayed in [Monitored Device List] (when HTTPS is the protocol for communication with the Remote Monitoring Server)
Cause 1
Information such as the IP address and host name of the device may not be registered in a Discover Devices task of this software or the Remote Monitoring Server, or incorrect information may be registered.
Remedy
Discover the device again in this software. The IP address of the device will be automatically reflected in the Remote Monitoring Server.
Cause 2
The authentication information of the device may not be registered in this software. Or incorrect authentication information may be registered.
Remedy
Register the authentication information set in the device to this software. For details, see the following.
A device with the Cloud Connection Agent function has [Polling] displayed for [Monitoring Method] in the device list or on the [Device Details] page (when HTTPS is the protocol for communication with the Remote Monitoring Server and [Monitoring Mode] is set to [CCA Mode])
Cause
Depending on when a device starts, it may not be detected as a device with the Cloud Connection Agent function.
Remedy
Wait about 10 minutes, then change [Monitoring Method] to [CCA]. For details, 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
When HTTPS is the protocol for communication with the Remote Monitoring Server:
Register the devices on the [Devices Removed from Management] tab to the Remote Monitoring Server. Then, execute the task again after clicking [Retrieve Device List] on the [Managed Devices] tab to confirm that the target device is displayed on the [Managed Devices] tab.
When SMTP is the protocol for communication with the Remote Monitoring Server:
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 network interface card of the device may have changed before starting monitoring with this software with the MAC address of the device registered to the Remote Monitoring Server.
Remedy
If you want to monitor the target device, register the correct MAC address to the Remote Monitoring Server. Or delete the incorrect MAC address that is registered.
The MAC address of a device displayed in the Remote Monitoring Server differs from the MAC address displayed in the list of this software.
Cause
This may occur if a device monitored using the Cloud Connection Agent has a PS print server attached.
Remedy
There is no problem with the MAC address being different as long as you can confirm that it is the same device.
[Not Registered (Agent Internal Error)] is displayed in [Registration Status] on the [Device Details] page (when HTTPS is the protocol for communication with the Remote Monitoring Server and [Monitoring Mode] is set to [CCA Mode])
Cause
The IP address of the computer where this software is running may not match the IP address set in this software.
Remedy
Make the IP address of the computer match the IP address set on the following page.
[Devices] menu > [Device Communication Settings] > [Monitoring Mode] tab
[timeout_error] is displayed in the [Result] field of [Communication Test Result] on the [Device Details] page (when HTTPS is used as the protocol for communication between this software and the Remote Monitoring Server and [Monitoring Method] is set to [CCA] for the device)
Cause
A communication test may have been executed before the port number was reflected in the device after changing the port number used by the proxy server on the [Monitoring Mode] tab of the [Device Communication Settings] page in the [Devices] menu of this software.
Remedy
It may take about an hour to reflect the changes to the device. Execute the communication test again after waiting a while.