Precautions for collecting the main unit log
When requesting an analysis of main unit logs when a system error has occurred, please collect information in accordance with the following details.
Phenomenon that occurred
- Phenomenon in device alone or complex phenomenon? (PC, system, etc.)
- Status at time of occurrence
Main unit status (including panel)
- What operations were being performed?
- What was the display like?
- Wi-Fi icon status (grayed out, disconnected, connected, etc.)
- Whether the printer is online or offline on the printer driver
- Whether communication other than printing is possible (access to Web Config, Ping)
- What was printed *Obtain print data if possible (PRN file)
Device information
- Model name
- Serial number
- Firmware version
- Option information
- Contract information
Customer environment information
- Customer’s business flow (how they use Epson products)
- Copy, PC print, fax, etc.
- Device operation information
- Acquire Debug Log
- Device configuration (client PC/server PC/router, etc.)
- Wired connection or wireless connection?
- Network configuration
- For wireless, results of scan of the EM environment around the printer installation location
(scan using free software or similar.)
- Device settings values information
- PC print or Direct print?
- EPSON Driver print? (Driver Ver)
- Serverless print, print settings, etc.
- Network status sheet collection
Acquire the network status sheet at a set time at which the target phenomenon is reproduced.
Example) For a phenomenon that occurs with Wireless LAN connection + SimpleAP enabled, prints when these are set.
- FAX transmission settings
- Recipient settings information, etc.
- Main unit status (including panel)
- FAX transmission report collection
- Protocol log collection
- Software used, application information
- If there is data to reproduce, can this be collected?
- If replaced, other company device information and whether this phenomenon occurs