Canon imageRUNNER ADVANCE C3500 III Series Service Manual page 327

Type
Main Controller
DCON
RCON
Cases Where Debug Logs Need to Be Collected
• When the result of identification of the cause shows that the trouble was caused by the iR-ADV machine (firmware, hardware-
related controller)
• When the failure occurs only at the customer's site and cannot be reproduced by the department in charge of quality
management or Canon Inc.
■ Sublogs
Sublog is the general term for the unified logs for analyzing problem in which operation histories of software modules are compiled
as debug logs.
When a problem relating to the host machine occurs in the field and it is difficult to identify the cause of it at the user site, collecting
Sublogs and sending them to Design Dept./R&D can improve the efficiency of analyzing the problem and reduce the time it takes
to deal with the problem.
CAUTION:
• Since Sublogs are basically stored in volatile memory, almost all information will be lost by turning OFF and then ON
the power. Therefore, be sure to collect logs without turning OFF and then ON the power.
• I order to prevent failure of collecting necessary information because the log is overwritten with the succeeding process,
be sure to collect the Sublog while the symptom has occurred or immediately after the occurrence.
• Once the Sublog files are collected, they are deleted from the machine. In the case of collecting Sublogs consecutively,
the number of continuous log files may be fewer than usual.
■ Key Operation Logs
The key operation log function is used to collect user's key operation logs in order to distinguish between a host machine failure
and a user's operation mistake when, for example, a fax transmission error occurred.
If it cannot be denied the possibility that the user operation caused the error, collect the key operation logs.
Key operation logs are not recorded by default, therefore, the function needs to be enabled.
In order to save key operation logs, configure the setting of the following Settings/Registration menu to ON (enabled).
[Management Settings] > [Device Management] > [Store Key Operation Log]
Only when the foregoing setting is enabled, it is judged that user's permission has been obtained, and user operation logs start
to be recorded.
User operation logs are saved together with Sublogs and collected as logs contained in Sublog files.
Among the saved user operation logs, the confidential information shown below is masked.
• Password entered from the software keyboard
• PIN, PIN code, etc. entered from the Numeric Keypad
• Information that is hidden by turned letters on the UI screen
CAUTION:
Be sure to obtain user's permission in advance to record key operation logs for analyzing problems.
NOTE:
• When logs are output, passwords, PIN, and turned letters are masked, and these confidential information never leak out.
• Collect this log when it is determined that analysis of the debug log is required.
■ Network Packet Logs
With this function, network packet data sent from or received by the host machine is collected (captured) in the HDD without the
need for special equipment.
When it is expected that the trouble was caused by network, collect network packet logs.
Note that this function is not a standard function because packet data on the network contains customer information.
To use this function, it needs to be activated in the following menu and then enabled in service mode.
Automatic logs
Yes (more detailed than continu-
ous logs)
Yes
Yes
Manual logs
Yes (more detailed than continu-
ous logs)
Yes
Yes
305
6. Troubleshooting
Continuous logs
Yes
No
No