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.