Hewlett Packard WES - Troubleshoot the WES

General troubleshooting rules

  • What? What procedure can be used to reproduce the incident?

  • When? What date and time did the incident occur?

  • Where? On which printer did the incident occur?

  • Who? On which user account did the incident occur?

  • Watchdoc.log: thank you for providing the Watchdoc.log file;a

  • config.xml file: thank you for providing the Watchdoc.log file;

  • server/device communication logs: please activate the trace files on each file.

 

Once this information has been gathered, you can send a resolution request from the Connect portal, the incident management tool dedicated to partners.

 

To obtain the best possible record of the data required for diagnosis, use the Watchdoc DiagTool® supplied with the Watchdoc installation program (cf. Creating a log report with DiagTool).

Scan, fax and photocopying are not in Watchdoc

If the scan, fax and photocopy jobs are not counted by Watchdoc, verify that the address (host name or IP) of the Watchdoc server configured in the device is correct:

  1. Iin the configuration interface of the queue, in the WES section, click on the button Application status (displayed when the WES is properly installed);

  2. Click the Download button to download the log files and WES configuration;

  3. In the downloaded .zip file, open the Config.json file using a text editor and check the information corresponding to the address of the server (Address) and ports;

  4. If the configuration of the address and / or ports is not correct, click on the Configure button on the queue configuration interface.

  5. Verify that the procedure has resolved the problem.

Activating WES Traces

To diagnose a problem with WES applications, you need to activate the log files specific to WES communications :

  1. in the Watchdoc web administration interface, from the Main Menu, Production section, click Printing queues, queues groups & pools;

  2. In the list of queues, click on the name of the queue with the WES for which you want to activate the trace files;

  3. in the queue management interface, click on Properties;

  4. in the WES section, click on the Edit the settings button:

  1. in the WES>Diagnostics section, tick the Enable traces box;

  2. in the Trace level list, select:

    • Auto: retains standard traces;

    • Include binary content: retains detailed traces.

  3. In the Path field, enter the path of the folder in which the trace files should be saved. If you leave the field blank, the trace files will be saved by default in the Watchdoc_install_dir/Logs/Wes_Traces/QueueId installation folder:


Activating the logs may slow down the server, so it is strongly recommended that you deactivate this option once the problem has been resolved.

Card reader installation problem

Context

When configuring a Hewlett-Packard WES, if you connect the card reader before installing the WES, the device issues an error message stating that "no application is supported by this USB device".

 

Cause(s)

This message occurs when the card reader is connected but WES Watchdoc is not yet installed.

 

Resolution

This problem can be solved by not connecting the card reader until the WES is installed (see the WES profile configuration procedure in the Hewlett-Packard WESl).

Card enrolment not possible

Context

When installing Hewlett-Packard WES with a Watchdoc version lower than 5.4.1.3967, when the user swipes his badge for auto-enrolment, the LED turns green, but nothing happens.

In WES Traces, the following message is displayed:

"startIndex cannot be larger than length of string".

 

 

Cause(s)

The problem in the WEs code has been corrected in Watchdoc versions higher than 5.4.1.3967.

 

Resolution

To resolve this problem, update Watchdoc (v. 5.4.1.3967 min.).

Home screen update problem

Context

After changing the screen lock mode in the WES profile (Full - home screen / Full - login screen), the change is not reflected on the print device screen:

Cause(s)

The old configuration may be cached.

 

Resolution

First of all, check that the Home screen Application setting is “Quit” (default):

  1. from the general print queue information, click on the device IP address:



      2.  

  1. authenticate as administrator on the print device:

  2. in the banner, click on the General tab;

  3. in the Control Panel Customization menu, click on Home Screen Customization:

  4. for the Home screen application parameter, check that the selected value is Logout. If not, select this value, then click on Apply:


     

  1. Then, in the Watchdoc administration interface, stop the printing queue and restart it.

  2. Check on the device screen that the configuration defined in the WES profile has been taken into account.

SOAP Services - Unable to communicate with SOAP services

Context

When installing the WES, the message ‘Unable to communicate with SOAP services’ is displayed in the installation report, preventing the WES from being installed.

 

Cause

This error may be due to the account/password entered in the WES profile. If this information is incorrect, the WES cannot communicate with the device.

 

Resolution

  1. Go to the WES profile applied to the print queue > Device section;

  2. For the Device security parameter:

  • Account: check that the account entered in this field matches the print device access account;

  • Password: check that the password entered in this field matches the password for the print device.

 

 

  1. Click Validate to save this setting.

  2. Reinstall the WES on the queue: if the access account is correct, the installation will be successful.

Failed to send USB data

Context

After an incident that interrupts the connection between the printing device and the server or between the device and the database, when the connection is re-established, the message USB data send failed appears on the screens of devices equipped with a badge reader :


Cause

When the fault occurred, the connection between the badge reader and the server was interrupted and is not automatically re-established, even after reinstalling the WES.

 

Resolution

To resolve this problem:

  1. access Watchdoc as administrator;

  2. Go to the print queue (or group of queues) affected by the problem;

  3. click on the button;

  4. return to the print device to check that the error message is no longer displayed.