Problem Information Form
GSNX, CAP, ELP-NX, RCGSP, Remote Manager V2/Remote Install
Manager V1, Streamline NX
1. Summarize the issue:
Customer or GMP Account Name
Country or region
Affected models
Brief description of the issue
Occurrence conditions
Occurrence rate
100% when the above conditions are met
Not 100%  Describe the frequency below:
(
)
2. Reproduction:
Message on the operation panel
Step-by-step reproduction
procedure
3. Describe what you have tried so far:
Suggestions:
- Comparison test results for native scanner, GS-NX serverless and server (native authentication, CAP
and CAP-ES); scanning results for other destinations; authentication results using another server.
- Connection Test/Ping results from server to destination; DNS configuration.
- Results of sending documents/authentication from other computers using similar settings.
- Account/Permissions: device and destination
4. Check the file attached to your email, TechMail, etc. and specify the file name:
Common files:
Item
Device settings
Mmesg and
other logs
Scan of SMC sheets (=System SP 5-990-1)
Logs obtained by Rlogtool ver3.0.0.x or later
using “SDK” button (1 Zip file)
If possible, get both an OK case and an NG case.
Network info
Network packet capture
If possible, get both an OK case and an NG case.
Note: The mmesg logs and network packet captures must
be taken simultaneously.
Client info
A diagram of the network environment
RSInfo for the server/PC where the application is
installed (use "Compress to archive" function
and send created RsiResult.exe)
Attached (file name)
(
)
OK sample:
(
)
NG sample:
(
)
OK sample:
(
)
NG sample:
(
)
(
)
(
)
Note 1: For RCGSP, use RCGSP's log collection tool
(DebugLogCollector.zip). Please refer to the "Product
Specific Files (RCGSP)" section for details.
Note 2: Use RSInfo for the other related servers.
Problem Information Form:
GSNX, CAP, ELP-NX, RCGSP, Remote Manager V2/Remote Install Manager V1, Steamline NX
page 1
Product Specific Logs (Remote Manager V2/Remote Install Manager V2):
Log files (located in "<install folder>\temp").
"Work State Archive” File (.caz/.clz file) if used
Product Specific Logs (GSNX):
GSNX System Log and Job Log (use GSNX’s 1.5 or later’s Log
Collector Service)
GSNX Backup file (and AdminTool's built-in password if
configured)
Product Specific Logs (CAP/CAP-ES):
CAP V1: System Log (AdminTool > Extended Features)
CAP V1: System Configuration (AdminTool > Configuration >
Authentication Settings)
CAP-ES V1: log files (located under "<CAP-ES install folder>\log").
(
)
(
)
(
)
(
)
(
)
(
)
(
)
(
)
(
)
(
)
(
)
(
)
(
)
(
)
Note: RSInfo doesn't yet collect the CAP-ES logs.
CAP V2: Analyze Log (Configuration Tool > Obtain AnalyzeLog)
CAP V2: Parameter settings information (Configuration Tool >
Settings Print)
Note: This log is required only when the settings are not being applied to the
devices as expected.
Product Specific Logs (ELP-NX/ELP-NX FS):
ELP-NX V1: Log (AdminTool > Log)
ELP-NX V1: System Configuration (AdminTool > System
Configuration)
ELP-NX FS V1: log files (located under "<ELP-NX FS install
folder>\log").
Note: RSInfo doesn't yet collect the ELP-NX-FS logs.
ELP-NX V2: Analyze Log (Configuration Tool > Obtain AnalyzeLog)
ELP-NX FS V2: Parameter settings information (Configuration Tool
> Settings Print)
Note: This log is required only when the settings are not being applied to the
devices as expected.
Product Specific Logs (RCGSP):
Screenshot of the error screen
Support tool logs (DebugLogCollector.zip)
* Use this URL to download the logs:
http(s)://[IP or Hostname]:port/wsdm/pc/basic.DebugLogCollector
Exported "Printer Management System Logs" CSV file
Copy of CSV file used (required for import failure issues)
Product Specific Logs (Streamline NX):
All the required logs can be collected using RSInfo.
Your name
Date of completion of this form
Thank you.
Ver.20110812 created by RCL GTSD
Problem Information Form:
GSNX, CAP, ELP-NX, RCGSP, Remote Manager V2/Remote Install Manager V1, Steamline NX
page 2