Equitrac 5: 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 Equitrac 5

Answer: 

In Equitrac 5 follow these steps to collect Diagnostic Logs when print jobs are not visible for retrieval at the MFD.

When the user logs into the device, Device Control Engine (DCE) asks Service Location Protocol (SLP) to request all jobs of the user once authentication has been successful. 

SLP 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 DCE queries those locations to retrieve the details of the print jobs for display at the MFD.

If the print jobs are not visible, DCE and DRE logs will be required with Journals - always download from the Equitrac System Manager see Equitrac trace logs. Make sure you have captured the Login details, IP address of MFD, User name and expected print jobs and list of print servers with Jobs.  A CAS log will also help so we can see the Equitrac hotfix versions

Test SLP

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
Equitrac Office	5.x
Equitrac Express	5.x