ControlSuite: How to create diagnostic logs when Equitrac secure print jobs are not visible on the MFD for release

Question : 

How to collect logs for analysis when print jobs are not visible in ControlSuite 

Answer: 

In Equitrac 6 there are extra steps to collect Diagnostic Logs when print jobs are not visible for retrieval at the MFD.

In addition to Device Control Engine (DCE) and Service Location Protocol (SLP), Equitrac uses a ControlSuite shared service called Print Job Management (PJM). 

When the user logs into the device, DCE asks PJM for jobs of the user once authentication has been successful. 

PJM queries the SLP cache on the Core Accounting Server (CAS) for print servers and workstation clients that hold secure jobs for the user logged in and their delegates.

Next, the PJM queries those locations to retrieve the details of the print jobs for display at the MFD.

If the print jobs are not visible, PJM logs will be required in addition to DCE logs. 

First check that the file common.config is visible in C:\Programdata\Nuance.  If it is missing, find the security framework node in the same datacenter and copy the file across from the same location on that server and recycle the Printjobmanagement application pool in IIS admin.  

To turn on PJM Diagnostics follow the steps below:

ControlSuite 1.1 and 1.0

Logs are located in C:\ProgramData\Nuance\pjm\Logs

Settings are changed in  C:\ProgramData\Nuance\Pjm\Settings\Logging.config

ControlSuite 1.2 and above

Logs are located in C:\ProgramData\Kofax\ControlSuite\Logs\Shared Services

Settings are changed in  C:\ProgramData\Kofax\ControlSuite\pjm\Settings\Logging,config

Edit logging.config and change values highlighted (note this is case sensitive)

{​"ImmediateFlush":true,"LogLevel":0}

Note, lower number has more details. Higher number is more brief.

Save the file and then open IIS Manager

• Expand the web server and select Application Pools
• Recycle the PrintJobManagement Application Pool to start diagnostic logging

Repeat test to generate a diagnostic log and then collect these along with DCE and CAS logs (in ControlSuite 1.2 and above located in C:\ProgramData\Kofax\ControlSuite\Logs\Equitrac). 

Always collect logs for Equitrac where possible using the Equitrac Web System Manager as this provides extra files not in the logs directory. Always set to Debug unless specifically requested by Kofax Support for journaling.

Send these to Kofax Support and include information about the User, Device, Expected Documents and Timings of the attempt to collect jobs along with any information that is on screen

Reverse the process to stop logging (Set {​"ImmediateFlush":false,"LogLevel":3} and recycle the Application Pool again.

SLP test Process

To test SLP follow this process:

Open a Command window using Service account credentials (this is important as it needs to have permissions)

Navigate to %Program Files%\Equitrac\Office(Express)\SLP, the tool we use is EQslptool.exe

Run the following commands

To see all servers who registered as an "Equitrac CAS server" use the following command:

eqslptool findsrvs service:accounting.equitrac:https

To see their IP and registered version number, use the following command:

eqslptool findattrs service:accounting.equitrac:https

To see all servers who act as an "Equitrac DRE server" use the following command:

eqslptool findsrvs service:printjobs.equitrac:storage:xps:https

To find out what users have jobs on what DRE issue the following command:

eqslptool findattrs service:printjobs.equitrac:storage:xps:https

Finally You can use eqslptool findsrvs service:printjobs.equitrac:storage:xps:https “(ACCOUNTID=account)” to find servers that have jobs for a particular user

If your user is not returned we then need to check that the DRE is sending SLP registrations and they will be visible in the diagnostic logs

Collect DRE, DCE, CAS and SLP logs to allow Kofax support to diagnose the issue

SLP Diagnosics

Diagnostics for the SLP client on each DCE (as opposed to the CAS) must be switched on and collected manually.

To turn on SLP Diagnostics follow the steps below:

EQslp.conf file is located in C:\Users\<serviceaccount>\Appdata\Local\Equitrac (substitute <serviceaccount> with the account running the SLP service)

Edit the file running notepad as Administrator

In the section Tracing and Logging

Remove the ; from the lines to enable tracing

#----------------------------------------------------------------------------
# Tracing and Logging
#----------------------------------------------------------------------------

# A boolean controlling printing of messages about traffic with DAs.  
# Default is false.  Uncomment the following line to enable DA traffic 
# tracing
;net.slp.traceDATraffic = true

# A boolean controlling dumps of all registered services upon registration 
# and deregistration.  If true, the contents of the DA or SA server are 
# dumped after a registration or deregistration occurs.  Default is false.
# Uncommment the following line to enable registration message logging
;net.slp.traceReg = true

# A boolean controlling printing details when a SLP message is dropped for 
# any reason.  Default is false.  Uncomment the following line to trace all
# dropped messages
;net.slp.traceDrop = true

# A boolean controlling printing of details on SLP messages. The fields in 
# all incoming messages and outgoing replies are printed.  Very verbose.
# Default is false. Uncomment the following line to enable verbose message
# tracing.
;net.slp.traceMsg = true

# A boolean controlling whether or not slpd appends log messages to slpd.log,
# or if it overwrites the existing log.  Default is true.  Uncomment the
# following line to overwrite the existing log.
;net.slp.appendLog = false
 

Save the file and restart the SLP service before testing and capturing diagnostic logs. 

Collecting the EQslpd.log file on the DCE

Log files are located at c:\Users\<serviceaccount>\Appdata\Local\Temp

Copy these files manually into a folder with the server name for identification purposes

Reverse the comments to turn off trace logging, save and restart the SLP Service again

Note: Applies to:  

Product	Version
ControlSuite	1.x