Konica Minolta Multifunctional Printers Network Troubleshooting Guide

1
s
Network Troubleshooting Guide
A Guide for
Service Technicians
and System Integrators
KMBS Network
Troubleshooting Guide
A Technical Quick Guide
The purpose of this guide is to provide field personnel with the required tools and
resources to help reduce the time it takes to integrate MFP functions into a
customer network as well as quickly troubleshoot issues related to customer
network connectivity.
This guide covers the following areas:
•
•
•
•
Understand the detailed nature and purpose of the requested deployment
Define what data to capture from Customer’s network infrastructure
Define MFP capabilities and functions
Define Checklists, Tools and Resources to aid in troubleshooting issues
Solutions Support Division
Escalation System Support
August 10, 2015
KMBS Network Troubleshooting Guide
August 10, 2015
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Table of Contents
1. Introduction ................................................................................................................................ 2
Purpose ............................................................................................................................................................................... 2
2. Contact Information .................................................................................................................... 2
3. Engagement Procedure ............................................................................................................... 2
Service Manager Responsibilities ........................................................................................................................................ 2
Service Technician Responsibilities ..................................................................................................................................... 2
Onsite Guidelines ................................................................................................................................................................ 3
4. Install Support Process ................................................................................................................ 3
5. Pilot Guidelines ........................................................................................................................... 3
Pre-Pilot Survey ................................................................................................................................................................... 3
Installing Pilot Machines in Customer Environment ........................................................................................................... 3
Firmware Versions ......................................................................................................................................................... 3
6. Site Network Survey Guidelines ................................................................................................... 5
Key IT/Network Contacts .................................................................................................................................................... 5
7. MFP Function Level & Capabilities Guidelines .............................................................................. 5
Function Levels (Which One Should I Use?) ........................................................................................................................ 6
8. Network Integration Troublehooting Tools and Resources ........................................................... 6
General TCP/IP Connectivity Troubleshooting Checklist:.................................................................................................... 6
MFP Network Services Troubleshooting Checklist: ............................................................................................................. 7
Common Ports used by bizhub MFPs (Make sure required Ports are not being blocked by a Switch or other ACL): .. 7
Scan to Email General Troubleshooting Checklist: ........................................................................................................ 7
LDAP Search General Troubleshooting Checklist: ......................................................................................................... 7
Scan to SMB General Troubleshooting Checklist: ......................................................................................................... 8
Scan to WebDAV General Troubleshooting Checklist: .................................................................................................. 8
Printing Connectivity General Troubleshooting Checklist: ............................................................................................ 8
Using a Packet Capture Utility (Download Wireshark: https://www.wireshark.org/) .................................................. 9
Resource Checklist: (You’re not in this alone. Leverage the KM tools available to you) .............................................. 9
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1. Introduction
Purpose
All connected deployments should have an established baseline standard for the MFDs to be installed. A Pilot Guide should
therefore be created to define the specific features and settings for the customer’s specific business needs. This will help to
reduce the time it takes to integrate MFPs into a customer’s network. During the Pilot, a tech and system engineer will
setup/install a new predetermined model to the baseline. Both should work with a Project Manager in conjunction with the
assigned customer contact to complete the Site Survey and Digital Needs Assessment. Once Pilot field-testing is complete,
the technician and system engineer will accumulate any customer feedback and/or test failures that have occurred during
the pilot. Once complete and approved, the findings should be used to develop a Deployment Guide for all machines within
the customer’s network.
NOTE: Some installations of only a few or even 1-2 MFPs may not need an extensive pilot and deployment guide developed;
however, some basic type of guide that captures relevant customer Network data (Including IP Subnet, E-Mail domain, LDAP
context, External Server Domain, etc. should be created).
2. Contact Information
It is important to know the points of contact for the deployment project. The table bellow shows a sample Contact list with
critical points of contact. All parties involved in the deployment should have a copy of the pilot guide, which should include
a list similar to the following.
Role
Name
Project Manager
(Solutions Sales Mgr)
Customer Point of
Contact
Customer Technical
Lead
Dealer Technical
Lead
Company
Phone Number
Email Address
3. Engagement Procedure
It is a good idea to have roles and responsibilities clearly defined prior to installation. A checklist like the following can prove
helpful to confirm that every party involved in the installation is prepared.
Service Manager Responsibilities
 Schedule a qualified technician and/or system engineer to complete the initial setup/install for each machine.
MFP and Emperon Controller Certified technician is a requirement
 Any questions should be directed to the SSD support call center
Service Technician Responsibilities
Checklist for Materials Needed to Bring Onsite
 Government issued photo ID (Driver’s License.) Many locations will be deny access if photo ID is not presented.
 Your “Pilot Guide”, or Site Survey Form
 Laptop, Flash Drives, Print Drivers, and troubleshooting software (i.e. Wireshark – www.wireshark.org)
 Firmware (Including Movie data & Loadable Devices Drivers for Authentication readers)
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Onsite Guidelines
 Tech/System Integrator to complete the initial setup/install. Network information must be obtained from the
customer point of contact and /or the customer technical lead, so be sure they are prepared for your arrival.
o Print a “Machine Management List” (MML) and Configuration Page from the Controller prior to starting
any work on the machine. If there is an existing machine, obtain a management list to assist with
determining settings/profile.
o Print a MML after making requested settings or installing new firmware.
o Print a Print Driver Test Page if you are troubleshooting a driver issue.
o Complete Network Site Survey with the customer technical contact.
 If the Site Network Survey is not allowed to leave the site, leave with the technical contact.
 HDD Data Backup Settings -Data in the HDD to be backed up and restored are as follows.
o Setting data for MFP (User Settings, Administrator Settings, part of each settings in Service Mode)
o User authentication, Account track settings information
o One-touch Registration Address Information
o Images saved in the box (User box (Public, Personal, Group, and Encrypted PDF box))
o Information to compose a box (setting data exclusive for box)
 When reporting an issue to SSD or ESS, it is important to provide enough details to allow us to duplicate your
reported issue. We prefer to obtain the original sample file(s) that cause issues. Sometimes problems can be
difficult to explain, but a movie or photo can tell us volumes.
4. Install Support Process
If there are any technical difficulties while completing the configuration setups, please contact SSD, WHILE ON SITE.
5. Pilot Guidelines
Pre-Pilot Survey
Before installing machines, there are a few questions you should ask the site contact to implement the correct Pilot
installation profile. This “pre-pilot” survey interview will determine the correct installation to follow for this site’s Pilot
Program.
Once the Pre-pilot survey interview process is complete, you should have a good idea what Firmware, LDD, Print Drivers, etc.
will be needed. You should also know about the network architecture as well as the various options and workflow desired
by the customer.
Installing Pilot Machines in Customer Environment
Firmware Versions
Record the Required Firmware version, LDD (If Applicable), Movie Data, and Print Driver version being tested for each
MFP model type. A chart such as the example below can be used to record this data.
Firmware Versions
Model
Type
F/W Version
C364e
Page 3
Version
G00-K2 or Latest Base
F/W
File Name
C224e C284e C364e A5C10Y0-F000G00-K2.exe (Or Latest Base FW)
C224e C284e C364e A5C10Y0-A400G00-01.exe
Loadable Driver Version
A400-G00-01
Print Driver Version
Version XXXXXX
c364_c364e_c284_c284e_c224_c224e_psv_win64
_xxxxxxx_WHQL_en_add.exe
Movie Data Filename
G00-30
A5C10Y0-C000-G00-30 Movie (Function
Version3).exe
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The Following Pre-Pilot Survey shows what data should be collected for the pilot and deployment:
Supported Solution Features and Functions Survey
YES
General Network Information
DHCP
SNMP
NO
Static IP Address
Enabled
Disabled
Default LDAP Configuration
LDAP
SSL Required
General Function Features
Copy
Scanning Features
Fax
Scan
Scan to Email via Scan to Me (Active Directory provided user Email address)
Scan to Email via LDAP name search
Scan to Email via Ad Hoc name entry (manual entry of any email address)
Scan to Network Folder – SMB
Scan to Home (Active Directory provided network folder path)
Scan to WebDAV
Email Encryption
Email Encryption
S/Mime Settings
S/Mime
Digital Signature
Email Server Setup
Default Email Subject and Message
bizhub Secure
bizhub Secure
vCare (Enabled/Disabled)
vCare
Facsimile
Direct Input
Confirmation
Forwarding for Incoming
One-Touch Address Book Required
User Authentication Options
External Server
MFP
Public User Restrictions
Copy
User Box
Print
Scan to Internal
Account Track
Fax
IC Card
Color Print
Scan to External
Print Drivers (specify PCL, PS, Universal type)
Local Print Driver
Finishing Options (Enable)
Card Type:
Create 1-touch Button
Manual Fax Destination Input
Network Server Print Driver
Offset
Auto-Duplex
Small Size Original
Other Options:
Secure Print
Public Access to functions without card authentication (If Applicable)
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6. Site Network Survey Guidelines
The System Integrator should complete the “Site Network Survey”.
The type of survey form you use is up to you, but you should develop one that can be customized for a wide variety
of network types and it should include a customer acceptance area to sign.
In cases where the Site Network Survey is not allowed to be taken off site due to Security Restrictions, leave the
site survey with the end user to be provided to the tech at the time of Deployment. In many organizations there
are several individuals who have different IT Admin roles. You should know who these are and how to contact
them. The table below is an example of who to include on the Site Survey form.
Key IT/Network Contacts
Site Administrator(s)
Active Directory
Network
Email / LDAP
Information Assurance
IT / Network Security
Contact Name
Contact Phone/Email
Based on the pre-pilot survey, the System Integrator can begin the pilot and start collecting information about
the customer’s network. The information gathered forms your site network survey.
7. MFP Function Level & Capabilities Guidelines
Software Switch 25 settings determine the “Function Level” of the ‘e’ series MFPs.
The Technician should be familiar with each of these and how they relate to the Print Driver Version, and
OpenAPI applications (if one is to be installed), that will be deployed at the customer’s location.
• There is a direct correlation to the Function Level of the MFP and the Version of Print Driver being used.
• If the Print Driver Version level supports only a lower function level (i.e. Function level 3) and the
Function Level of the MFP is set higher than that (i.e. Function Level 7), bi-directional Communication
between the driver and the MFP will fail.
o This means you will not be able to “Auto-Acquire” device settings, or MFP status from the driver.
• Higher Function Level Print Drivers will bi-directionally support a Lower Function Level MFP, but it is not
recommended, as there could be some communication issues when printing (Box, Secure Print, etc).
• Determine the Function Level of the Firmware on the MFP and compare it to the Print Driver Version you
are going to use referring to the DLBT documents that accompany both.
The Function Levels are as follows:
Sw 25 Function Level
Version 7
Version 6
Version 5
Version 3
Version 2
Page 5
Hex Assignment
60
50
40
20
10
Bit Value
01100000
01010000
01000000
00100000
00010000
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Function Levels (Which One Should I Use?)
As a general rule, choose the latest function level that will satisfy customer requirements. Carefully read the DLBT
associated with the firmware version so as to ascertain how the upgrade path or downgrade path is to be implemented, and
to determine what features need to be disabled prior to the firmware change.
Important Notes:
• You can’t use IISW to upgrade a MFP to current version firmware if it currently is at an earlier version than Gxx-C8.
• Make sure LDD, Voice, and Movie data are the correct versions for the firmware and Function Level you are using.
• If you upgrade to Function Level 7, then your Print Drivers need to be at Function Level 6.
• Prior to upgrading to Function Level 7, be sure any OpenAPI applications currently in use are compatible and
upgrade them as necessary, or do not upgrade the MFP to this level.
8. Network Integration Troublehooting Tools and Resources
To successfully troubleshoot the root cause of integration issues you need to identify the root cause.
o ALWAYS Print a “Machine Management List” (MML) and Configuration Page from the Controller prior to
starting any work on the machine. Obtaining these will assist in more quickly determining the
settings/profile of the MFP and controller.
o ALWAYS Print a MML after making requested settings or installing new firmware.
o ALWAYS Print a Print Driver Test Page if you are troubleshooting a driver issue.
Once you open a ticket with SSD, attach the MML, Configuration Page(s) and Print Driver Test Page to the ticket and name
the folder or zip file appropriately, (Example: 2015-07-24_MMLBefore_firmware_or_setting_change_1, 2, 3 etc…). Make
sure to update the ticket with an updated MML, Configuration Page(s) and Print Driver Test Page if you apply a change in
firmware, or print driver.
General TCP/IP Connectivity Troubleshooting Checklist:
 What stopped working? The Client? The Server? The MFP? Ask others in the immediate area if they are having
similar issues to the one you are troubleshooting to learn if the issue is affecting everyone or just one person.
 If printing stopped working and the print driver is on a print server, then it should be affecting everyone.




Concentrate first on the print server (have there been any updates to software, someone tried to update the print
driver, Windows security updates, etc.)
For print connectivity issues, attempt to print from your laptop with a network patch cable attached to the MFP to
see if the issue is MFP related or network related. If you can print from your laptop, the issue is on the customer
network side (Check the MFP patch cable to the jack, print server settings, network switch port, client software
updates, etc.)
Check the physical network, including patch cable at the MFP NIC to verify it is in good shape.
If you don’t have a cable tester, get one. Cabling is very susceptible to electricians, cleaning people, HVAC
personnel, and so on.
Start PINGing. Both Windows and Linux have the PING command. The MFP does as well.
o Can you ping the MFP from the client and server? If yes, then routing is good.
o Can you ping the Gateway, DNS Server from the MFP (Do it 3 times to verify good connectivity)?
 Network Settings -> Screen 2 -> Detail Settings -> Ping Confirmation
o Can you ping the Client PC or Server by its DNS Name from the MFP?
 If successful, you know your TCP and DNS settings are correctly configured.
 If unsuccessful, make sure Ping is not blocked, and TCP and DNS settings are correct.
o Note: Some organizations block ping (ICMP) so ask your Network point of contact.
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 Use Windows based command line (or PowerShell) commands to identify details about the network:
o
o
ipconfig /all – note there is a space after ipconfig. Will show you a list of your PC’s interfaces will tell you
their configuration.
 IP address, Subnet Mask, Gateway, DNS Servers and DNS Domain will all be listed.
 Make sure the MFP is configured with the same Subnet Mask, Gateway and DNS information if
you want the MFP to communicate to this workstation or server.
Netstat – This will display current TCP/IP network connection and protocol stats
 Netstat –a Display ALL connections and listening ports. Helpful if you think a port required by a
solution (PSES for example) is being blocked on the network.
 Netstat –rn Displays the PC’s routing table and puts it in numeric format
• This will tell you the subnet you are on and the Gateway being used.
MFP Network Services Troubleshooting Checklist:
Troubleshooting network issues can be challenging. Knowing and documenting the network topology will be a value tool.
Common Ports used by bizhub MFPs (Make sure required Ports are not being blocked by a Switch or other ACL):
 Scan to Email – Port 25 (SMTP non-SSL), Port 465 (SMTP with SSL)
 LDAP – Port 389 (non-SSL), Port 636 (SSL/TLS)
 SMB – Port 445 (Windows directory service), Ports 137, 138, 139 (SMB NetBios)
 Pagescope Web Connection (HTTP) – Port 80 (non-SSL), Port 443 (HTTPS)
 SNMP – Port 161 (Bi-Directional print driver support and other MIB agent support)
 LPD/LPR – Port 515 (LPD), 721-731 (LPR)
 Raw Port Printing – Port 9100
 User Authentication External Server (Kerberos and Active Directory) – Port 88
 Net Time Protocol (Time Adjust) – Port 123
 DNS – Port 53
Scan to Email General Troubleshooting Checklist:
 Required Port open / What port is required by the Email server?
 Is IP address or DNS name being used for the SMTP Server?
o
Some Email providers do not allow clients to send email to IP address of SMTP server
 Verify the “From:” address is populated (Important to set if allowing public to scan to email)
 Verify the Admin & Machine email address are populated with something with the @ symbol
o
(i.e. [email protected])
 Does Email server require SMTP Authentication or POP Authentication? (Set MFP SMTP Settings accordingly)
 When AD User Authentication is being used and no Scan to Me (AD User Email) appears, check the following:

o Open User Account Properties on AD Server -> General Tab – is an email address specified?
See if a generic Email Server will work: Download a free Email Server you can install on your laptop for testing:
o https://www.hmailserver.com/download
 The mail server will have to be configured and a mail client setup (Outlook, mail, etc.)
LDAP Search General Troubleshooting Checklist:
 Is the LDAP Server IP or DNS Name Correct? (Verify via PINGing if possible)
 Is the correct Port open for LDAP? (Remember can be either SSL or non-SSL port)
 Is the Search Base correct?
Typical Search Base Syntax would look like: ou=users,dc=dom,dc=com
 This search base will perform ldap search against all user objects in dom.com in the users
Organizational Unit.
Use an LDAP Browser to verify your LDAP Configuration to troubleshoot issues:
o Softerra LDAP Browser: http://www.ldapadministrator.com/download.htm
o
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Scan to SMB General Troubleshooting Checklist:
 Most common: Port block via ACL. Check all Microsoft Ds (Port 445) and NetBios SMB Ports (137, 138, 139)
 What SMB Authentication is required? (NTLM V2, V1, Kerberos?) – SMB Client settings must match
 Verify Permissions to the folder with the User Account being used



o At the PC, open the shared folder via its UNC path (i.e. \\server\share), and create a folder, then delete it
o If successful, then permissions are correctly set
o If unsuccessful, be sure both local (NTFS) and share permissions allow for Read/Write access (minimum)
Is Direct Hosting Enabled on the MFP? (Most SMB shares hosted on Win08R2/Win2012 and NAS require this)
o Admin Mode -> Network Settings -> SMB Settings -> Direct Hosting Settings -> ON
Is the SMB share a DFS? (Distributed File System)
o Admin Mode -> Network Settings -> SMB Settings -> Client Settings -> Screen 2/3 -> DFS Setting -> ON
For Scan to Home issues, (SMB Scan to user’s home directory) check the following:
o Is it enabled? (User Authentication/Acct Track -> Scan to Home -> Allow)
o Does a UNC path exist in the AD User’s Profile? (Open User Account Properties on AD Server and look
under the Profile Tab. There should be a network drive mapped to a UNC Path for the user
 i.e. Connect H: to \\Servername\sharename.
Scan to WebDAV General Troubleshooting Checklist:
 Is the required Port open to the MFP to support Scan to WebDav


o Port 80 for non-SSL and port 443 for SSL (Check with Web Server Admin for Port to use)
Is WebDav Client enabled? (WebDav Server not required to be enabled for WebDav Scanning)
o WebDav Server is used for IWS function
Is WebDav Configured properly?
o If SSL is required be sure to enable it when creating the One Touch for WebDav
o Is the Syntax of the WebDav destination <URL> correct? (i.e. //webdavserver/foldername)
o Verify User name and Password are correct
Printing Connectivity General Troubleshooting Checklist:







Can you Ping the MFP from the Client and Server?
For RAW Port printing, is Port 9100 open for the MFP?
For LPRng (LPR/LPD) printing, are Ports 515 and 721-731 open for the MFP?
For Generic (Unix/Linux/MAC) printing to MFP with User Authentication enabled, verify the following MFP settings
under User Authentication/Account Track:
o Public User enabled and has function allowed for printing (User Authentication Settings)
o Print without Authentication is enabled (Print Without Authentication –> Allow)
Is the Print Driver at the supported version level as the Firmware and Function Version of the MFP?
For TCP/IP Port Printing, check the settings of the Port (Printer Properties -> Ports -> Configure Port)
o Set RAW port printing protocol, NOT LPR
o For Bidirectional printing support be sure SNMP Status is enabled and the correct Community name is
specified
If the Print Output is suspect, obtain sample file(s). It is important to understand that in most every case we need a
method to duplicate the issue before we can understand how to fix.
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Using a Packet Capture Utility (Download Wireshark: https://www.wireshark.org/)
If all troubleshooting attempts have failed to this point, then it’s time to dig into the network traffic and see what is going
on. SSD can help you decipher the complexities of a Network Packet Capture, if you can acquire it and attach it to the SSD
ticket. The basic setup is as shown in the following diagram, showing a laptop with two NICs (One Internal and the other a
USB NIC) that are bridged:
If the customer is willing to do Port Mirroring (Spanning) at the switch, then they can mirror the switch port the MFP is on
with one a PC running Wireshark is on and perform a Packet capture successfully that way as well.
Resource Checklist: (You’re not in this alone. Leverage the KM tools available to you)
 Dealer Solutions Support Guide, located at MyKonicaMinolta.com -> Service Tab -> National Solutions Support
 Search the SSD Technical Support Portal for a possible solution:
o
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http://onyxweb.mykonicaminolta.com/TechSupport
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