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SafeCom Logging Instructions

SafeCom

For general issues that may occur with SafeCom you may be asked to enable and provide diagnostic logs. This document has been created to give a general overview of how to enable logging so that you may reproduce and capture an issue before logging a ticket with Nuance, however if you are unsure of what to enable then once you have raised a ticket a Nuance technical representative will provide detailed instructions.

Should you wish to enable SafeCom logging then please use the following as a guide.

For all issues the following is applicable -

In order to enable tracing the folder SAFECOM_TRACE needs to be created on the C: drive. After creation of the directory it is necessary to restart the Services and application (SC Service, Print Spooler, Print Client, Popup, ...)

Always the full folder should be fetched and a .zip created.

There are three sections below which cover the most common issues reported to Nuance Imaging Support for SafeCom.

These are -

1. Issues relating to Service Hangs, crash, scAdministrator

2. Issues relating to Authentication and Printing (on the device)

3. Issues relating to Tracking and Reporting

Note: Depending on your setup the requested log files may be needed from only one server or multiple servers.

For issues relating to Service hang / crash / scAdministrator:

-     Windows Event Logs: Application and System.

-     SafeCom Event Logs. (From each Server affected)

Server Logs: (*.trc files and *.DMP files)

-     Safecom_trace from the server affected (the safecom_trace needs to be fetched before the SafeCom Service/scAdministrator is getting restarted. Otherwise the logfiles are overwritten)

If there are multiple *.DMP: Look at the Date Creation time of the .DMP files. Only the one matching with the safecom_trace (usually the newest one) will be needed.

Replication related issues:

-     SQL Server and SQL Server Agents logs from the Master and affected Slave SQL.

For issues relating to Authentication & printing (on device):

-     SafeCom Event Logs. (From each Server involved)

Server Logs: (only *.trc files)

-     Safecom_trace from the device/DS used SafeCom Server 

-     Safecom_trace from the user homeserver 

-     Safecom_trace from the jobStorage Server (Physical Job Host/Pull Port Destination)

-     Safecom_trace from the PrintServer (Pull/Push Ports)

-     Safecom_trace from Print Client: (if used for local jobstorage/PrintServer)

Device Logs:

-     SafeCom device logs - Embedded (HP, Ricoh, Lexmark, ...)Can be fetched from the SafeCom embedded configuration web page of the MFP (needs to be activated)

-     Logs from Device Server (Xerox, KM, Sharp, ...) Can be found default on C:\Program Files (x86)\SafeCom\SafeCom Device Server\logs

For issues relating to Tracking & Reporting:

-     SafeCom Report result and parameters used.

-     SafeCom Tracking export result (export as .xml or .csv through scAdministrator.exe)

-     Device job history. 

-     the original job used. (original file format and .SHD/.SPL file)

-     if possible a backup of the scCore and the scTracking database. (from the Master SQL)

-     SafeCom Event Logs. (From each Server involved)

Server Logs: (only *.trc files)

-     Safecom_trace from the device/DS used SafeCom Server 

-     Safecom_trace from the user homeserver 

-     Safecom_trace from the jobStorage Server - if not same as user homeserver (Pull Port Server Destination)

-     Safecom_trace from the PrintServer (Pull/Push Ports)

-     Safecom_trace from Print Client: (if used for PopUp or local jobstorage/PrintServer)

Device Logs:

-     SafeCom device logs - Embedded (HP, Ricoh, Lexmark, ...)Can be fetched from the SafeCom embedded configuration web page of the MFP (needs to be activated)

-     Logs from Device Server (Xerox, KM, Sharp, ...) Can be found default on C:\Program Files (x86)\SafeCom\SafeCom Device Server\logs

"What has been captured????"

All logs sent to Nuance should be accompanied by the relevant supporting information, this will make locating a possible issue as easy as possible

-     Approx. time of incident (nearest minute)

-     Details of device issue seen at (IP Address / MAC Address / name)

-     Details of user account used to generate issue

-     Print queue name / Server details (If Printing issue)

-     Error messages seen at device or on software

-     Description of issue or error

-     Video/screenshots demonstrating the issue.