KMBS Network Troubleshooting Guide

Transcription

1 1 s Network Troubleshooting Guide A Guide for Service Technicians and System Integrators KMBS Network Troubleshooting Guide A Technical Quick Guide The purpose of this guide is to provide field personnel with the required tools and resources to help reduce the time it takes to integrate MFP functions into a customer network as well as quickly troubleshoot issues related to customer network connectivity. This guide covers the following areas: Understand the detailed nature and purpose of the requested deployment Define what data to capture from Customer s network infrastructure Define MFP capabilities and functions Define Checklists, Tools and Resources to aid in troubleshooting issues Solutions Support Division Escalation System Support KMBS Network Troubleshooting Guide

2 1 Table of Contents 1. Introduction... 2 Purpose Contact Information Engagement Procedure... 2 Service Manager Responsibilities... 2 Service Technician Responsibilities... 2 Onsite Guidelines Install Support Process Pilot Guidelines... 3 Pre-Pilot Survey... 3 Installing Pilot Machines in Customer Environment... 3 Firmware Versions Site Network Survey Guidelines... 5 Key IT/Network Contacts MFP Function Level & Capabilities Guidelines... 5 Function Levels (Which One Should I Use?) Network Integration Troublehooting Tools and Resources... 6 General TCP/IP Connectivity Troubleshooting Checklist:... 6 MFP Network Services Troubleshooting Checklist:... 7 Common Ports used by bizhub MFPs (Make sure required Ports are not being blocked by a Switch or other ACL):.. 7 Scan to General Troubleshooting Checklist:... 7 LDAP Search General Troubleshooting Checklist:... 7 Scan to SMB General Troubleshooting Checklist:... 8 Scan to WebDAV General Troubleshooting Checklist:... 8 Printing Connectivity General Troubleshooting Checklist:... 8 Using a Packet Capture Utility (Download Wireshark: 9 Resource Checklist: (You re not in this alone. Leverage the KM tools available to you)... 9 KMBS Network Troubleshooting Guide

3 2 1. Introduction Purpose All connected deployments should have an established baseline standard for the MFDs to be installed. A Pilot Guide should therefore be created to define the specific features and settings for the customer s specific business needs. This will help to reduce the time it takes to integrate MFPs into a customer s network. During the Pilot, a tech and system engineer will setup/install a new predetermined model to the baseline. Both should work with a Project Manager in conjunction with the assigned customer contact to complete the Site Survey and Digital Needs Assessment. Once Pilot field-testing is complete, the technician and system engineer will accumulate any customer feedback and/or test failures that have occurred during the pilot. Once complete and approved, the findings should be used to develop a Deployment Guide for all machines within the customer s network. NOTE: Some installations of only a few or even 1-2 MFPs may not need an extensive pilot and deployment guide developed; however, some basic type of guide that captures relevant customer Network data (Including IP Subnet, domain, LDAP context, External Server Domain, etc. should be created). 2. Contact Information It is important to know the points of contact for the deployment project. The table bellow shows a sample Contact list with critical points of contact. All parties involved in the deployment should have a copy of the pilot guide, which should include a list similar to the following. Role Name Company Phone Number Address Project Manager (Solutions Sales Mgr) Customer Point of Contact Customer Technical Lead Dealer Technical Lead 3. Engagement Procedure It is a good idea to have roles and responsibilities clearly defined prior to installation. A checklist like the following can prove helpful to confirm that every party involved in the installation is prepared. Service Manager Responsibilities Schedule a qualified technician and/or system engineer to complete the initial setup/install for each machine. MFP and Emperon Controller Certified technician is a requirement Any questions should be directed to the SSD support call center Service Technician Responsibilities Checklist for Materials Needed to Bring Onsite Government issued photo ID (Driver s License.) Many locations will be deny access if photo ID is not presented. Your Pilot Guide, or Site Survey Form Laptop, Flash Drives, Print Drivers, and troubleshooting software (i.e. Wireshark Firmware (Including Movie data & Loadable Devices Drivers for Authentication readers) KMBS Network Troubleshooting Guide Page 2

4 Onsite Guidelines Tech/System Integrator to complete the initial setup/install. Network information must be obtained from the customer point of contact and /or the customer technical lead, so be sure they are prepared for your arrival. o Print a Machine Management List (MML) and Configuration Page from the Controller prior to starting any work on the machine. If there is an existing machine, obtain a management list to assist with determining settings/profile. o Print a MML after making requested settings or installing new firmware. o Print a Print Driver Test Page if you are troubleshooting a driver issue. o Complete Network Site Survey with the customer technical contact. If the Site Network Survey is not allowed to leave the site, leave with the technical contact. HDD Data Backup Settings -Data in the HDD to be backed up and restored are as follows. o Setting data for MFP (User Settings, Administrator Settings, part of each settings in Service Mode) o User authentication, Account track settings information o One-touch Registration Address Information o Images saved in the box (User box (Public, Personal, Group, and Encrypted PDF box)) o Information to compose a box (setting data exclusive for box) When reporting an issue to SSD or ESS, it is important to provide enough details to allow us to duplicate your reported issue. We prefer to obtain the original sample file(s) that cause issues. Sometimes problems can be difficult to explain, but a movie or photo can tell us volumes. 4. Install Support Process If there are any technical difficulties while completing the configuration setups, please contact SSD, WHILE ON SITE. 5. Pilot Guidelines Pre-Pilot Survey Before installing machines, there are a few questions you should ask the site contact to implement the correct Pilot installation profile. This pre-pilot survey interview will determine the correct installation to follow for this site s Pilot Program. Once the Pre-pilot survey interview process is complete, you should have a good idea what Firmware, LDD, Print Drivers, etc. will be needed. You should also know about the network architecture as well as the various options and workflow desired by the customer. Installing Pilot Machines in Customer Environment Firmware Versions Record the Required Firmware version, LDD (If Applicable), Movie Data, and Print Driver version being tested for each MFP model type. A chart such as the example below can be used to record this data. Firmware Versions Model Type Version File Name G00-K2 or Latest Base C224e C284e C364e A5C10Y0-F000- F/W Version F/W G00-K2.exe (Or Latest Base FW) C224e C284e C364e A5C10Y0-A400- Loadable Driver Version A400-G00-01 C364e G00-01.exe c364_c364e_c284_c284e_c224_c224e_psv_win64 Print Driver Version Version XXXXXX _xxxxxxx_whql_en_add.exe G00-30 A5C10Y0-C000-G00-30 Movie (Function Movie Data Filename Version3).exe Page 3 KBMS Network Troubleshooting Guide

5 4 The Following Pre-Pilot Survey shows what data should be collected for the pilot and deployment: Supported Solution Features and Functions Survey YES General Network Information DHCP Static IP Address SNMP Disabled Enabled Default LDAP Configuration LDAP SSL Required General Function Features Copy Fax Scan Scanning Features Scan to via Scan to Me (Active Directory provided user address) Scan to via LDAP name search Scan to via Ad Hoc name entry (manual entry of any address) Scan to Network Folder SMB Scan to Home (Active Directory provided network folder path) Scan to WebDAV Encryption Encryption S/Mime Settings S/Mime Digital Signature Server Setup Default Subject and Message bizhub Secure bizhub Secure vcare (Enabled/Disabled) vcare Facsimile Direct Input Confirmation Forwarding for Incoming One-Touch Address Book Required User Authentication Options External Server MFP Account Track IC Card Card Type: Public User Restrictions Copy Print Fax Color Print Create 1-touch Button User Box Scan to Internal Scan to External Manual Fax Destination Input Print Drivers (specify PCL, PS, Universal type) Local Print Driver Network Server Print Driver Finishing Options (Enable) Offset Auto-Duplex Small Size Original Size: Other Options: Secure Print Public Access to functions without card authentication (If Applicable) NO KMBS Network Troubleshooting Guide Page 4

6 6. Site Network Survey Guidelines The System Integrator should complete the Site Network Survey. The type of survey form you use is up to you, but you should develop one that can be customized for a wide variety of network types and it should include a customer acceptance area to sign. In cases where the Site Network Survey is not allowed to be taken off site due to Security Restrictions, leave the site survey with the end user to be provided to the tech at the time of Deployment. In many organizations there are several individuals who have different IT Admin roles. You should know who these are and how to contact them. The table below is an example of who to include on the Site Survey form. Key IT/Network Contacts Site Administrator(s) Contact Name Contact Phone/ Active Directory Network / LDAP Information Assurance IT / Network Security Based on the pre-pilot survey, the System Integrator can begin the pilot and start collecting information about the customer s network. The information gathered forms your site network survey. 7. MFP Function Level & Capabilities Guidelines Software Switch 25 settings determine the Function Level of the e series MFPs. The Technician should be familiar with each of these and how they relate to the Print Driver Version, and OpenAPI applications (if one is to be installed), that will be deployed at the customer s location. There is a direct correlation to the Function Level of the MFP and the Version of Print Driver being used. If the Print Driver Version level supports only a lower function level (i.e. Function level 3) and the Function Level of the MFP is set higher than that (i.e. Function Level 7), bi-directional Communication between the driver and the MFP will fail. o This means you will not be able to Auto-Acquire device settings, or MFP status from the driver. Higher Function Level Print Drivers will bi-directionally support a Lower Function Level MFP, but it is not recommended, as there could be some communication issues when printing (Box, Secure Print, etc). Determine the Function Level of the Firmware on the MFP and compare it to the Print Driver Version you are going to use referring to the DLBT documents that accompany both. The Function Levels are as follows: Sw 25 Function Level Hex Assignment Bit Value Version Version Version Version Version Page 5 KBMS Network Troubleshooting Guide

7 6 Function Levels (Which One Should I Use?) As a general rule, choose the latest function level that will satisfy customer requirements. Carefully read the DLBT associated with the firmware version so as to ascertain how the upgrade path or downgrade path is to be implemented, and to determine what features need to be disabled prior to the firmware change. Important Notes: You can t use IISW to upgrade a MFP to current version firmware if it currently is at an earlier version than Gxx-C8. Make sure LDD, Voice, and Movie data are the correct versions for the firmware and Function Level you are using. If you upgrade to Function Level 7, then your Print Drivers need to be at Function Level 6. Prior to upgrading to Function Level 7, be sure any OpenAPI applications currently in use are compatible and upgrade them as necessary, or do not upgrade the MFP to this level. 8. Network Integration Troublehooting Tools and Resources To successfully troubleshoot the root cause of integration issues you need to identify the root cause. o ALWAYS Print a Machine Management List (MML) and Configuration Page from the Controller prior to starting any work on the machine. Obtaining these will assist in more quickly determining the settings/profile of the MFP and controller. o ALWAYS Print a MML after making requested settings or installing new firmware. o ALWAYS Print a Print Driver Test Page if you are troubleshooting a driver issue. Once you open a ticket with SSD, attach the MML, Configuration Page(s) and Print Driver Test Page to the ticket and name the folder or zip file appropriately, (Example: _MMLBefore_firmware_or_setting_change_1, 2, 3 etc ). Make sure to update the ticket with an updated MML, Configuration Page(s) and Print Driver Test Page if you apply a change in firmware, or print driver. General TCP/IP Connectivity Troubleshooting Checklist: What stopped working? The Client? The Server? The MFP? Ask others in the immediate area if they are having similar issues to the one you are troubleshooting to learn if the issue is affecting everyone or just one person. If printing stopped working and the print driver is on a print server, then it should be affecting everyone. Concentrate first on the print server (have there been any updates to software, someone tried to update the print driver, Windows security updates, etc.) For print connectivity issues, attempt to print from your laptop with a network patch cable attached to the MFP to see if the issue is MFP related or network related. If you can print from your laptop, the issue is on the customer network side (Check the MFP patch cable to the jack, print server settings, network switch port, client software updates, etc.) Check the physical network, including patch cable at the MFP NIC to verify it is in good shape. If you don t have a cable tester, get one. Cabling is very susceptible to electricians, cleaning people, HVAC personnel, and so on. Start PINGing. Both Windows and Linux have the PING command. The MFP does as well. o Can you ping the MFP from the client and server? If yes, then routing is good. o Can you ping the Gateway, DNS Server from the MFP (Do it 3 times to verify good connectivity)? Network Settings -> Screen 2 -> Detail Settings -> Ping Confirmation o Can you ping the Client PC or Server by its DNS Name from the MFP? If successful, you know your TCP and DNS settings are correctly configured. If unsuccessful, make sure Ping is not blocked, and TCP and DNS settings are correct. o Note: Some organizations block ping (ICMP) so ask your Network point of contact. KMBS Network Troubleshooting Guide Page 6

8 Use Windows based command line (or PowerShell) commands to identify details about the network: o ipconfig /all note there is a space after ipconfig. Will show you a list of your PC s interfaces will tell you their configuration. IP address, Subnet Mask, Gateway, DNS Servers and DNS Domain will all be listed. Make sure the MFP is configured with the same Subnet Mask, Gateway and DNS information if you want the MFP to communicate to this workstation or server. o Netstat This will display current TCP/IP network connection and protocol stats Netstat a Display ALL connections and listening ports. Helpful if you think a port required by a solution (PSES for example) is being blocked on the network. Netstat rn Displays the PC s routing table and puts it in numeric format This will tell you the subnet you are on and the Gateway being used. MFP Network Services Troubleshooting Checklist: Troubleshooting network issues can be challenging. Knowing and documenting the network topology will be a value tool. Common Ports used by bizhub MFPs (Make sure required Ports are not being blocked by a Switch or other ACL): Scan to Port 25 (SMTP non-ssl), Port 465 (SMTP with SSL) LDAP Port 389 (non-ssl), Port 636 (SSL/TLS) SMB Port 445 (Windows directory service), Ports 137, 138, 139 (SMB NetBios) Pagescope Web Connection (HTTP) Port 80 (non-ssl), Port 443 (HTTPS) SNMP Port 161 (Bi-Directional print driver support and other MIB agent support) LPD/LPR Port 515 (LPD), (LPR) Raw Port Printing Port 9100 User Authentication External Server (Kerberos and Active Directory) Port 88 Net Time Protocol (Time Adjust) Port 123 DNS Port 53 Scan to General Troubleshooting Checklist: Required Port open / What port is required by the server? Is IP address or DNS name being used for the SMTP Server? o Some providers do not allow clients to send to IP address of SMTP server Verify the From: address is populated (Important to set if allowing public to scan to ) Verify the Admin & Machine address are populated with something with symbol o (i.e. Admin@noreply.local) Does server require SMTP Authentication or POP Authentication? (Set MFP SMTP Settings accordingly) When AD User Authentication is being used and no Scan to Me (AD User ) appears, check the following: o Open User Account Properties on AD Server -> General Tab is an address specified? See if a generic Server will work: Download a free Server you can install on your laptop for testing: o The mail server will have to be configured and a mail client setup (Outlook, mail, etc.) LDAP Search General Troubleshooting Checklist: Is the LDAP Server IP or DNS Name Correct? (Verify via PINGing if possible) Is the correct Port open for LDAP? (Remember can be either SSL or non-ssl port) Is the Search Base correct? o Typical Search Base Syntax would look like: ou=users,dc=dom,dc=com This search base will perform ldap search against all user objects in dom.com in the users Organizational Unit. Use an LDAP Browser to verify your LDAP Configuration to troubleshoot issues: o Softerra LDAP Browser: Page 7 KBMS Network Troubleshooting Guide

9 8 Scan to SMB General Troubleshooting Checklist: Most common: Port block via ACL. Check all Microsoft Ds (Port 445) and NetBios SMB Ports (137, 138, 139) What SMB Authentication is required? (NTLM V2, V1, Kerberos?) SMB Client settings must match Verify Permissions to the folder with the User Account being used o At the PC, open the shared folder via its UNC path (i.e. \\server\share), and create a folder, then delete it o If successful, then permissions are correctly set o If unsuccessful, be sure both local (NTFS) and share permissions allow for Read/Write access (minimum) Is Direct Hosting Enabled on the MFP? (Most SMB shares hosted on Win08R2/Win2012 and NAS require this) o Admin Mode -> Network Settings -> SMB Settings -> Direct Hosting Settings -> ON Is the SMB share a DFS? (Distributed File System) o Admin Mode -> Network Settings -> SMB Settings -> Client Settings -> Screen 2/3 -> DFS Setting -> ON For Scan to Home issues, (SMB Scan to user s home directory) check the following: o Is it enabled? (User Authentication/Acct Track -> Scan to Home -> Allow) o Does a UNC path exist in the AD User s Profile? (Open User Account Properties on AD Server and look under the Profile Tab. There should be a network drive mapped to a UNC Path for the user i.e. Connect H: to \\Servername\sharename. Scan to WebDAV General Troubleshooting Checklist: Is the required Port open to the MFP to support Scan to WebDav o Port 80 for non-ssl and port 443 for SSL (Check with Web Server Admin for Port to use) Is WebDav Client enabled? (WebDav Server not required to be enabled for WebDav Scanning) o WebDav Server is used for IWS function Is WebDav Configured properly? o If SSL is required be sure to enable it when creating the One Touch for WebDav o Is the Syntax of the WebDav destination <URL> correct? (i.e. //webdavserver/foldername) o Verify User name and Password are correct Printing Connectivity General Troubleshooting Checklist: Can you Ping the MFP from the Client and Server? For RAW Port printing, is Port 9100 open for the MFP? For LPRng (LPR/LPD) printing, are Ports 515 and open for the MFP? For Generic (Unix/Linux/MAC) printing to MFP with User Authentication enabled, verify the following MFP settings under User Authentication/Account Track: o Public User enabled and has function allowed for printing (User Authentication Settings) o Print without Authentication is enabled (Print Without Authentication > Allow) Is the Print Driver at the supported version level as the Firmware and Function Version of the MFP? For TCP/IP Port Printing, check the settings of the Port (Printer Properties -> Ports -> Configure Port) o Set RAW port printing protocol, NOT LPR o For Bidirectional printing support be sure SNMP Status is enabled and the correct Community name is specified If the Print Output is suspect, obtain sample file(s). It is important to understand that in most every case we need a method to duplicate the issue before we can understand how to fix. KMBS Network Troubleshooting Guide Page 8

10 Using a Packet Capture Utility (Download Wireshark: If all troubleshooting attempts have failed to this point, then it s time to dig into the network traffic and see what is going on. SSD can help you decipher the complexities of a Network Packet Capture, if you can acquire it and attach it to the SSD ticket. The basic setup is as shown in the following diagram, showing a laptop with two NICs (One Internal and the other a USB NIC) that are bridged: If the customer is willing to do Port Mirroring (Spanning) at the switch, then they can mirror the switch port the MFP is on with one a PC running Wireshark is on and perform a Packet capture successfully that way as well. Resource Checklist: (You re not in this alone. Leverage the KM tools available to you) Dealer Solutions Support Guide, located at MyKonicaMinolta.com -> Service Tab -> National Solutions Support Search the SSD Technical Support Portal for a possible solution: o Page 9 KBMS Network Troubleshooting Guide