Kyocera 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.

Error - Application status: application not installed

Context

After installing a Kyocera WES, the following error message appears in the Watchdoc administration interface when you click on "Application Status".

 

Cause

The WES application is not enabled by default on the print device.

 

Resolution

To resolve this issue, WES must be enabled on the print device. 

  1. Log in to the print device's administration interface (or via Net Viewer):

  2. In the Device Application list, right-click on the Kyocera WES line and select Enable:

  3. Then close the dialog box and verify that you can activate the WES from the Watchdoc Administration.