When To Obtain Logs - Canon imageRUNNER ADVANCE C5255 Series Service Manual

When to Obtain Logs

The assumed procedure to be taken when a request for log collection has been received is
shown below.
● Preconditions
When the Canon staff who is in charge of quality follow-up determines the need for an
analysis of debug log by the R&D department, log collection is requested via sales company
HQ. Logs are used to determine the cause.
● Anticipated log collection procedure
1. Contact the user to identify the date and time the failure to be analyzed occurred. ( The
date and time of occurrence is used to judge whether it is included in the dates and times of
the obtained log files. The date and time of occurrence needs to be informed together with
the obtained logs. The information is necessary in order to shorten the time required for the
analysis. If multiple failures have occurred, the dates and times of those failures need to be
informed. If the exact date and time is not clear, just a rough idea will do. )
2. At the user's site, enter download mode and obtain logs.
3. Check that files of around the specified date are included in the logs.
4. If the symptom can be reproduced, reproduce it.
5. Press the counter + 1, 2, and 3 keys to obtain logs.
6. Collect all the obtained logs.
NOTE:
• Prepare a USB memory device of 2 GB or more in capacity as the USB memory device
used for log collection. It is necessary in order to secure enough capacity when logs are
obtained multiple times.Capacity required for one log collection is 140MB, and it takes
approx. 5 minutes for writing. (Estimation)
• In order that the USB memory device is recognized in download mode, it is recommended
to store the system software of the host machine. In case of emergency, if there is an
empty folder named "iAC5255", the USB memory device can be recognized.
• As for the collected logs, all the logs moved to the USB memory device should be sent.
• The logs are directly saved to the HDD. It is assumed that logs of a day (if various
operations are continuously performed) or logs of approx. 30 days (in the case of common
use) can be stored. In the case of logs within the foregoing assumed storage period, it is
rare that the logs are overwritten and need to be collected again.
6
Troubleshooting > Debug log > When to Obtain Logs
6 Troubleshooting > Debug log > When to Obtain Logs
● Checking the name of the log file
Check the date of the file whose name begins with SUBLOG00_00. It is highly possible that
files of around the date and time the symptom occurred contain information recorded at the
time when the failure occurred.
SUBLOG00_0014_0515204388.Z
Log classification
Sequence number
An example of log acquisition when the occurrence date has been specified
• An example of a failure which occurred around 20:38 on October 3:
Around 20:38 on October 3
The time when the status is assumed
The time when the symptom is
to have changed from normal operation
assumed to have occurred.
to occurrence of the symptom
↑
SUBLOG00_0024_1003193499.Z
19:34 on October 3
6-140
mmddhhmm
F-6-180
↓
It is highly possible that logs recorded
at the time when the symptom
occurred are included.
↑
SUBLOG00_0025_1003205099.Z
20:50 on October 3
F-6-181
6-140