Troubleshooting Reference

List of information available on the service information portal

Acquisition item Assumed usage scene
Basic information Company information / contract number User identification
Installation information / SN Check the manufacturing history of Agent software
App identification information Identify connection troubles based on the Agent type for which data was acquired
Version information
Distributor code -
Collection type -
Closing date Check contract status
Model Grasp product name
Extension NIC Understanding the connection status of additional NICs
Serial number Check if the main unit is subject to quality issues
Device type Check the type of connected device
Collection date and time Know when to collect data
Firmware version Identify the trouble caused by firmware
Enable / disable fax function Check the fax connection status
Automatic FW update Function
  1. For complaints against firmware updates on unintended days and times
    Use this when the user is saying that firmware updates are performed on unintended days and times, making the product unusable.
    Check the settings of the day and time to update the firmware and tell the user to change the settings if they are set to the day and time when the user uses the product.
  2. When the automatic firmware update is set to ON but the firmware is not up-to-date
    When a user reports a defect, first, the support member checks the main unit information on the support portal.
    At that time, check to see if the firmware is up-to-date. If the firmware is not up-to-date even though the automatic firmware update function is enabled, the product is turned off at the set date and time, or the product is in a state where firmware updates cannot be performed.
    Inform the users of the above condition and encourage them to change the settings to prevent future problems that may occur in advance.
Set date and time (day of the week, time)
Optional information Finisher information Function type Check if the aircraft is subject to quality issues
Serial number
Bridge unit serial number
Punch unit serial number
Punch unit serial number
Shift / Stack Finishing Improvement Mode Check relevance to user declaration
Staple finishing improvement mode
Saddle stitching finish improvement mode
Destination of punch hole unit
Fax extension equipment 1 Check the settings of the extension FAX and extension NIC
Fax extension equipment 2
Additional network interface card
ROM version Finisher MainFW version Identify the trouble caused by firmware.
Bridge unit FW version
Fax extension equipment 1
Fax extension equipment 2
Additional network interface card
Epson Open Platform Product Key -
Serverless authentication license key -
Basic Settings Power saving state transition time (min) Confirmation of relevance to user declaration (display of operation panel disappears immediately, etc.).
Auto power off setting (minutes) Confirmation of connection with user declaration (power is automatically turned off, etc.)
Basic print settings Blank paper saving mode Confirmation of relevance to user declaration (blank paper saved, blank paper discharged, etc.)
Unit of offset value for printing Confirmation of relevance to user declaration (print position deviation, etc.)
Top offset value
Left offset value
Offset value on back side
Back left offset value
Main unit panel settings Rub reduction mode Checking the main unit panel setting status
Enable / disable speed priority mode
Enable / Disable Quiet Mode
ADF double feed detection
Cleaning setting information Periodic cleaning enabled / disabled Checking the cleaning setting status
Enable / disable automatic cleaning before starting printing
Automatic cleaning is disabled after printing
Periodic paper powder cleaning enabled / disabled
Periodical cleaning of paper dust Print interval
Paper source settings Type Confirmation of relevance to user declaration (paper feeding failure, double feed, paper jam, etc.)
Available Paper Sizes
Paper Type
Serial number
Roller remaining Check the life status and judge the necessity of preventive replacement
Number of roller changes Identify from other factors when user declaration (paper feeding failure, double feed, etc.) is repeated
Roller model number -
Document feeder information Type Confirmation of connection with user declaration (scan / copy image failure, large ink consumption, etc.).
Roller remaining Check the life status and judge the necessity of preventive replacement
Number of roller changes Identify from other factors when repeated declarations (paper feeding failure, double feed, etc.)
Scan count unit -
Total number of scans Understand user usage
Total number of scan colors
Total number of scan monochrome
A3 scan times
A4 scan times
Scan to function Function Name -
Number of setting memory Confirmation of connection with user declaration (cannot save settings, etc.)
Setting the save format Confirmation of relevance to user declaration (not saved in desired format, etc.)
Setting the scan mode Confirmation of relevance to user declaration (for example, it is saved in monochrome).
Scan range setting (paper size) Confirmation of relevance to user declaration (missing image, large margin, etc.)
Scan range setting (orientation)
Original duplex setting Confirmation of relevance to user declaration (extra blank page is inserted, only one side is read, etc.)
Original type setting Confirmation of relevance to user declaration (blurred characters, coarse images, etc.)
Density setting Confirmation of relevance to user declarations (thin images, thick characters, set-offs, dirty backgrounds, etc.)
Setting the resolution Confirmation of relevance to user declarations (characters are blurred, images are coarse, the amount of stored data is large, etc.).
Setting the compression ratio Confirmation of connection with user declaration (data size over error occurs)
Enable / disable password for opening PDF documents Confirmation of relevance to user declaration (e.g., password is set and operation is not possible)
Enable / disable PDF permission password
Enable / disable PDF print permission
Enable / disable PDF editing permission
Enable / disable shadow removal Confirmation of last name related to user declaration (missing part of scanned image, etc.)
Set frame width shadow removal amount
Set center width shadow removal amount
Surface upper side shadow removal amount
Lower surface shadow removal amount
Surface right side shadow removal amount
Left side shadow removal amount
Setting of back side frame width shadow removal amount
Set the amount of shadow removal on the back center
Back side upper side shadow removal amount
Backside lower side shadow removal amount
Back side right side shadow removal amount
Left side shadow removal amount
Punch hole setting
Punch hole width
Background removal Confirmation of relevance to user declaration (poor color, missing image, etc.)
Background removal (fixed) setting
File name-prefix Check the relevance of the settings being changed unintentionally.
File name-Date -
File name-Time -
Original size mixed Confirmation of connection with user declaration (missing image, etc.)
ADF continuous reading Ascertain the setting status, etc. when a paper jam occurs
Document Set Orientation Confirmation of relevance to user declaration (scan direction is different from intended direction (Horizontal), image is cut off, etc.)
Individual setting of scan to mail function Function enable / disable Check settings
Attachment maximum size Confirmation of connection with user declaration (data size over error etc.)
Attachment maximum size unit
Email subject Confirmation of relevance to user declaration (e.g. mail subject is entered without permission)
User settings for fax transmission Number of setting memory Confirmation of connection with user declaration (FAX settings cannot be saved, etc.)
Setting the resolution Confirmation of association with user declaration (errors occur when scanning originals (FAX memory storage error), characters are blurred, images are coarse, etc.)
Original type setting User Declaration (Checking the relevance of scanned images with blurred characters, coarse images, etc.)
Density setting Confirmation of relevance to user declarations (thin images, thick characters, set-offs, dirty backgrounds, etc.)
Setting the mode for background removal Confirmation of relevance to user declaration (e.g., thin original can be found)
Manual settings for background removal
Sharpness setting Confirmation of relevance to user declaration (characters and images are blurred, etc.)
Scan range setting (paper size) Relevance to user declarations (missing images, large margins, etc.)
Scan range setting (orientation)
Enable / disable ADF automatic duplex Confirmation of relevance to user declaration (cannot read documents on both sides automatically, blank pages are added, etc.)
Enable / disable permission to add originals Confirmation of connection with user declaration (FAX cannot be sent, etc.)
Direct transmission valid / invalid Confirmation of relevance to user declaration (① preview of scan data cannot be displayed ② duplex scanning cannot be performed ③ cannot be sent to multiple destinations etc.)
Setting of sender addition Confirmation of relevance to user declaration (sender information is not added, sender information is incorrect, etc.)
Format settings for sender number field Confirmation of connection with user declaration (sender number is not added)
Enable / disable notification at end of transmission Confirmation of connection with user declaration (transmission notification is not sent correctly)
End notification destination at the end of transmission
Automatic transmission backup enabled Confirmation of relevance to user declaration (transmission data backup is not correctly sent to the specified destination, unknown data is sent, etc.)
Automatic transmission source backup destination
Start button color mode setting for fax transmission function -
Default settings for fax channel transmission -
Fax channel transmission / reception settings Fax transmission / reception equipment Confirmation of relevance to user declaration (cannot send fax, cannot receive fax, etc.)
Fax extension equipment 1
Fax extension equipment 2
User settings for fax reports Fax Report Type Confirmation of relevance to user declaration (cannot save fax report settings, etc.)
Number of setting memory
Report settings
Service support mode setting information Ink low display settings Check the setting values of the setting items of the service support mode
Ink remaining amount display setting
Stacking / straight output mode setting
Enable / disable shift special mode
Enable / disable additional pull-in processing in shift special mode
Tray control mode of shift output special mode
Enable / Disable staple output special mode
Valid / invalid of additional pull-in processing in staple output mode
Tray control mode of staple output special mode
Enable / disable additional duplex standby mode for duplex printing
Enable / disable of finisher lower support tray cursor unused ejection
Enable / disable control to lower the finisher main tray
Enable / disable of finisher speed control temperature / humidity
Anti-condensation mode Enable / disable
Start time
Duration
Forced cleaning enabled / disabled
Compulsory cleaning print interval
Enable / disable upper tray stack limit for lower tray
Scheduled cleaning settings
Status of use Total number of printed pages Understand user usage (understand usage trends)
Monochrome total print pages
Color total print pages
Cumulative number of jams Check user's declaration (paper jam occurs) for the tendency of the aircraft.
Number of pages printed this month Check the number of print pages during the month
Number of monochrome print pages this month
Number of color print pages this month
Number of print pages <By paper size> Paper size type Understanding user usage by paper size (Understanding usage trends)
Total printed pages
Number of double-sided pages
Number of monochrome print pages
Number of color print pages
Number of single-sided printed pages
Number of single-sided monochrome print pages
Number of single-sided color print pages
Number of prints <by application> Function type name Understand user usage by application (understand usage trends)
Total printed pages
Number of monochrome print pages
Number of color print pages
Number of prints <paper type> Paper type Grasping user usage by paper type (grabbing usage trends)
Total number of print paper
Unit of print paper feed
ADF total number of sheets Confirmation of connection with user declaration (paper jam frequently occurs, paper is not sent, etc. in ADF)
Option related counter Function Name Understanding user usage
Total number of finished
Unit
PD1 level Confirmation of printing Duty
PD2 level Confirmation of printing Duty
Alert table + A189: A219 Status category Check for a warning status related to the declaration
status
Nozzle missing state Confirmation of connection with user report (1. Nozzle clogging, 2. Ink bleeding, 3.  White or dark lines, 4. Incorrect colors, 5. Blank pages print)
Cleaning history Number of displayable histories Understand user usage. Confirmation of relationship with troubleshooting report (large ink consumption, defective image, etc.)
Cleaning history information
Configuration change history Number of displayable histories Check if there is a corresponding setting change for user declaration
Date and time of setting change
Type of setting change
Status by category Printer Number of displayable status Check for warning status related to user declaration
Code type
Status code
Scanner Number of displayable status
Code type
Status code
Fax Number of displayable status
Code type
Status code
Network. Number of displayable status
Code type
Status code
Others Number of displayable status
Code type
Status code
Status history information by category code Confirmation of whether there is a trend failure for user declarations and relevance to user usage environment history
Subtype code
Date and time
count
Unit of counting
Feed Tray
Paper Size
Code type
Printhead serial ID Check if the part is subject to quality issues
Head back paper sensor detection efficiency Confirmation of the relationship with troubleshooting (paper jam caused by the back paper sensor)
Consumable Black ink Remaining amount Understanding the usage status of consumables. Basic information on sending consumables. Confirmation of connection with user declaration (image defect such as ink bleeding)
Number of exchanges
Description
Serial number
Black ink (C1) Remaining amount
Number of exchanges
Description
Serial number
Black ink (C2) Remaining amount
Number of exchanges
Description
Serial number
Cyan ink Remaining amount
Number of exchanges
Description
Serial number
Magenta ink Remaining amount
Number of exchanges
Description
Serial number
Yellow ink Remaining amount
Number of exchanges
Description
Serial number
Maintenance box Remaining amount
Number of exchanges
Description
Serial number Black ink
Black ink (C1)
Black ink (C2)
Cyan ink
Magenta ink
Yellow ink
Maintenance box
Periodic Replacement Parts Side Paper tray Roller remaining Understand the usage status of regular replacement parts. Judgment of need for preventive replacement
Number of roller changes
Roller model number
Number of printed pages
Standard cassette 1 Roller remaining
Number of roller changes
Roller model number
Number of printed pages
Standard cassette 2 Roller remaining
Number of roller changes
Roller model number
Number of printed pages
Standard cassette 3 Roller remaining
Number of roller changes
Roller model number
Number of printed pages
Standard cassette 4 Roller remaining
Number of roller changes
Roller model number
Number of printed pages
Auto Document Feeder Roller remaining
Number of roller changes
Print parts information Belt Drawer Unit Remaining print parts
Number of replacement of print parts
Belt cleaner unit Remaining print parts
Number of replacement of print parts
Head Remaining print parts
Number of replacement of print parts
Maintenance Unit Remaining print parts
Number of replacement of print parts
Ink Supply Unit (Ink Path Valve) Remaining print parts
Number of replacement of print parts
Finisher Heater driving time counter
Heater end high temperature time
Heater replacement frequency
Heater passing number