Rev.

2023-05-30 Xerox Internal Use Only

Device Support Logs Capture

Required when a printer crashes, reboots by itself, freezes, or shows abnormal behavior during users’ actions.
Do not confuse Network Troubleshooting Log (Network Traffic Trace) and Device Support Logs (Device Internal Processes)
For specific issues, support teams can require additional captures.
Do not rename and do not zip again Support Logs. Decrypting process could be corrupted.
1. Check date and time on the machine.
If a  Network Trace with Wireshark is run, laptop must be set on same Date and Time as machine.

2. Select the Support Logs Capture Process according to the Machine.

Machines Machine Logs Capture Process
Altalink B8000-C8000 Altalink B8100-C8100  Atlantis (Altalink) Device Logs p.12
 Network Troubleshooting Tool

B205-B210-B215 Emilia  B205-210-215 Logs p.17

Versalink B Serie Versalink C Serie  NextWave (Versalink) Device Logs p.4
WC 6515 Phaser 6510
 Network Troubleshooting Tool
 Only if required: Fuji Nananana Device Logs - DMP p.2
WC 58xxi (073, 074, 075...) WC 78xxi (073, 074, 075...)  ConnectKey 073, 074, 075 Device Logs p.11
WC 59xxi (073, 074, 075...) WC 79xxi (073, 074, 075...)
WC 3655i (073, 074, 075...) WC 6655i (073, 074, 075...)
 Network Troubleshooting Tool
WC 7225i, 7220i (073, 074, 075...)  Device with Fiery: Fiery Job Error Report (JER) p.16
WC 58xx (072...) WC 78xx (072...)  ConnectKey 072 Device Logs p.10
WC 59xx (072...) WC 79xx (072...)
WC 3655 (072...) WC 6555 (072...)
 Device with Fiery: Fiery Job Error Report (JER) p.16
WC 7220, 7225 (072...) CQ 89xx Plus (072...)
CQ 93xx Plus (072...)
WC 58xx (071...) CQ 87xx, 89xx Plus (071…)  ConnectKey 071 & Discovery Device Logs p.9
WC 78xx (071...) CQ 93xx, 93xx Plus (071...)
WC 57xx CQ 92xx
 Device with Fiery: Fiery Job Error Report (JER) p.16
WC 75xx WC 6400
WC 77xx
WCP 123, 128, 133 WC 5222, 5225, 5230  Fuji Nananana Device Logs - DMP p.2
WC 7228, 7235, 7245 WC 5325, 5330, 5335
WC 7425, 7428, 7435 XC 550, 560, 570
 Fuji Nananana Device Logs - DFE p.3
WC 7345, 7346 XC60, XC70
WC 7120, 7125 DC 250, 252, 260
WC 7132 DC 220, 332, 340, 432, 440
WC 7232, 7242 Primelink C9065, 9070
WC 4150 Phaser 3635  Samsung Device Logs p.5
WC 4250 Phaser 4600 with latest versions
 Samsung Audit Log p.8 (not available on all devices)
WC 4260 Phaser 4620, 4622 with latest versions
WC 4265 Phaser 3330  Samsung Device Logs p.5
WC 3335, 3345
 Samsung Device Logs - Capture with USB key p.7

Phaser 6700  Phaser 6700 Logs p.16

WC 56xx MBC 08 / 07 WCP 32 / 40  Endeavour (Legacy) Device Logs - MBC p.13
WCP 232 / 238 / 245 / 255 / 265 / 275 WC 2128 /2636 / 3545
WCP 35 / 45 / 55 WC 7655 / 7675
 Endeavour (Legacy) SIP Logs p.15
WCP 65 / 75 / 90 DC 545 / 555
WCP 165 / 175 DC 255 / 265 / 460 / 480 / 490
WC 56xx SBC 08
 Endeavour (Legacy) Device Logs - SBC p.14
 Endeavour (Legacy) SIP Logs p.15

How to Do – Device Support Logs Capture - Kaczorek JC 1 of 18

Rev. 2023-05-30 Xerox Internal Use Only

Fuji Nananana Device Logs - DMP

Nananana Logs are deleted when the machine software is reloaded.
1. Replicate the problem. DO NOT reboot the device.
2. When completed, note the exact Timeframe (Date and Time) or realistic time range of issue.

3. From any Web browser, type http(s)://printer’s IP/nananana.cmd? + [Enter/Return] key.

4. Enter Analyst and Xerox as credential (Upper / Lower case sensitive) + OK.
5. Click Make a new log file (1) or type directly http(s)://printer’s IP/nananana.cmd?make
6. Wait for 10 minutes before next step even if Your request was successfully processed message is displayed.
7. Go back to http(s)://printer’s IP/nananana.cmd? and refresh the screen.
If required again, enter Analyst and Xerox as credential (Upper / Lower case sensitive) + OK.
8. Click on the latest log (5) created or type directly http(s)://printer’s IP/nananana.cmd?get.
9. Save the nananana log to your PC (x.txt or x.zip), and check it is in completed status:
a. For Log in x.txt, right click on the latest x.txt
For Log in x.zip, unzip the latest x.zip file, browse to find the x.txt file, and then right click on it.
b. Select Open With, then Wordpad.
c. From Wordpad menu, click Edit > Find and type in [Logging Completed] (without the brackets).
d. Below bolded red info will assure the file is completed before sending to support team

10.Send the x.txt or x.zip file to Xerox Support. (Older logs 4 are only necessary if Xerox support requires them).
About Items:
1 Creates a new nananana x.txt or x.zip log.
2 Creates a new xxxsetting.prn = standard configuration report.
3 Creates a new xxx.prn = full configuration report (until 100 pages)
4 Older logs since last SW reload. (on support’s request only)
Note: 3 and 4 can be unavailable on some products.
5 Latest logs just created after Make action.

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Rev. 2023-05-30 Xerox Internal Use Only

Fuji Nananana Device Logs - DFE

Nananana Logs are deleted when the machine software is reloaded.
1. Make the following temporary changes to the laptop that you intend to use to take the traces:
If DFE has a link to CWIS of IOT  Fuji Nananana Device Logs - DMP p.2
Note: User may use different steps to perform the same function as noted below.
a. Go to Control Panel > Network Connections > Local Area Connection Properties > Internet Protocol (TCP/IP).
b. Note the IP settings if Static, and set Use the Following IP Address on 100.100.100.102, Subnet Mask: 255.255.252.0 + OK
Notice: 100.100.100.101 is the default value. If it doesn’t work, check the real IOT IP settings in DFE properties.
c. In IE > Tools > Internet Option > Connections > Lan Settings, deselect Use a Proxy Server for your LAN (no on dial up/VPN).
d. Select OK > OK, and then plug a cross over Ethernet cable from the laptop to the Printer.
2. Replicate the problem. DO NOT reboot the device.
3. When completed, note the exact Timeframe (Date and Time) or realistic time range of issue.

4. From any Web browser type http(s)://printer’s IP/nananana.cmd? + [Enter/Return] key.

5. Enter Analyst and Xerox as credential (Upper / Lower case sensitive) + OK.
6. Click Make a new log file (1) or type directly http(s)://printer’s IP/nananana.cmd?make
7. Wait for 10 minutes before next step even if Your request was successfully processed message is displayed.
8. Go back to http(s)://printer’s IP/nananana.cmd? and refresh the screen.
If required again, enter Analyst and Xerox as credential (Upper / Lower case sensitive) + OK.
9. Click on the latest log (5) created or type directly http(s)://printer’s IP/nananana.cmd?get.
10.Save the nananana log to your PC (x.txt or x.zip), and check it is in completed status:
a. For Log in x.txt, right click on the latest x.txt
For Log in x.zip, unzip the latest x.zip file, browse to find the x.txt file, and then right click on it.
b. Select Open With, then Wordpad.
c. From Wordpad menu, click Edit > Find and type in [Logging Completed] (without the brackets).
d. Below bolded red info will assure the file is completed before sending to support team

11.Set back PC Laptop to original IP Address.

12.Send the x.txt or x.zip file to Xerox Support. (Older logs 4 are only necessary if Xerox support requires them).
About other items:
1 Creates a new nananana x.txt or x.zip log.
2 Creates a new xxxsetting.prn = standard configuration report.
3 Creates a new xxx.prn = full configuration report (until 100 pages)
4 Older logs since last SW reload. (on support’s request only)
Note: 3 and 4 can be unavailable on some products.
5 Latest logs just created after Make action.

How to Do – Device Support Logs Capture - Kaczorek JC 3 of 18

Rev. 2023-05-30 Xerox Internal Use Only

NextWave (Versalink) Device Logs

Alternative way only if required by Xerox Support  Fuji Nananana Device Logs - DMP p.2.
if Web UI doesn’t work after issue occurrence  NextWave (Versalink) Device Logs if Web UI doesn’t work after issue occurrence p. 5
Requisite: Web Service must be enabled: WebUI logged as admin + 1111 > Connectivity > WSD ON.
HTTPS must be enabled: WebUI logged as admin + 1111 > Connectivity > HTTP > HTTPS ON.
1. From any Web browser, go to device WebUI (admin + 1111) > System > Logs.
If required, enable Audit Log now.
List of Audit Log Content:
▪ System Status: Start/Stop of Device Operation, Image Overwrite, Self-Test
▪ Login/Logout: User authentication, Access denial, detection of unauthorized access
▪ Audit Policy: Enable or Disable of Audit Log function
▪ Job Status: Completion, Completed with Warnings, Cancelled, Aborted
▪ Device Settings: Date/Time, User info, Mailboxes, Authentication mode, Security
settings, Contract Type, Geographic Region, Activation Code
▪ Device Data: Certificates, Address book, Audit log, Cloning
▪ Device Configuration: Part replacement (HDD, other important parts), FW change
▪ Communication errors
2. Replicate the problem. DO NOT reboot the device.
3. When completed, note the exact Timeframe (Date and Time) or realistic time range of issue.

4. Click again Audit Log > Export, then save the auditfile.txt to your PC.

5. Then, click Device Log > Accept + OK (process can take a while with black screen)
6. When completed, save the devicelog.dat file to the PC. It’s encrypted and can be read only by Xerox engineers.

7. Disable the Audit Log if enabled at the beginning of procedure.

8. Send Logs to Xerox Support.

How to Do – Device Support Logs Capture - Kaczorek JC 4 of 18

Rev. 2023-05-30 Xerox Internal Use Only

NextWave (Versalink) Device Logs if Web UI doesn’t work after issue occurrence
1. Hold the power button until the light in the lower left of the UI starts blinking. This will start collecting logs.
It will power off automatically after the logs have been written.
Note: Holding the power button for an additional 2-3 seconds will power the device off without writing the logs.
2. Once the device is powered on, capture the device log immediately from WebUI > System > Logs > Device Log.

How to Do – Device Support Logs Capture - Kaczorek JC 5 of 18

Rev. 2023-05-30 Xerox Internal Use Only

Samsung Device Logs

Called Debug log. It is deleted when machine is rebooted. For error which reboots the machine contact the Support.
1. From any Web browser, type http://WC_IP_address/properties/security/tracetracking/debugtracetracking.dhtml
Or http://WC_IP_address/properties/Security/TraceTracking/DebugTrackingTool.dhtml
At this point a Small popup window should/could appear (Make sure pop off blockers are disabled).
2. When the Admin credential is required, type: admin and 1111, then click Enter.
3. Reset Log with following steps.
a. Select Log to File with all boxes checked OFF.
b. Select Download log and save the xxxx.rnd file.
The Start button could be again enabled.
c. Click Apply.
The Logfile remains different from 0 despite the clean process: it’s not a problem.
The main goal is the xxxx.rnd file is empty.
The log file size info should be set on 0 at the next PO/PO.

4. To capture data, set Debug Options on Log to File (1).

5. Select all items in Debug Levels, except All and Hex Dump (2).
6. Click Apply (3) + Start or Apply again (4)
7. Replicate the problem. DO NOT reboot the device.
8. When completed, note the exact Timeframe (Date and Time) or realistic time range of issue.

9. The Log file size is no longer at 0 bytes (6). Select Download Log (7) and save the xxxx.rnd file.
10. Send the xxxx.rnd file to Xerox Support and reboot the machine to clear the Log file before leaving customer.

4 5

3 4 6

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Rev. 2023-05-30 Xerox Internal Use Only

Samsung Device Logs - Capture with USB key

This method collects more data than standard Debug Log method by CWIS, but it is only available on WC4265.
For other Samsung Machines go to  Samsung Device Logs p.6
The process below can be a bit different in the screens chain.
1. Get a USB thumb drive
2. Replicate the problem. DO NOT reboot the device.
3. When completed, note the exact Timeframe (Date and Time) or realistic time range of issue.

4. Hold down the # and press Access Button (Log In/Out) on LUI.
5. Enter 1934 for the code, then hit Start button to enter in CSE (Diagnostic) Mode.

6. Plug in the USB thumb drive, then hit Log Backup or Capture Logs if proposed directly.

7. Hit Capture Logs again on the new screen, then Run or Ok.

8. In the end of process, the debug log file is compressed and exported to USB Key.

9. Exit Diagnostic mode by hitting Call Closeout button and one of Exit buttons proposed.

10.Send the file from USB key to Xerox Support and reboot the machine to clear the Log file before leaving customer.

How to Do – Device Support Logs Capture - Kaczorek JC 7 of 18

Rev. 2023-05-30 Xerox Internal Use Only

Samsung Audit Log

Data collected is limited in terms of relevant info. Works only in HTTPS.
1. From any Web browser, type https://<Device IP address>
Note: If HTTPS is not used, following screen will be displayed.

2. Go to Properties > Security > Audit Log, then enable the Audit Log and click Apply.

11. Replicate the problem. DO NOT reboot the device.

12. When completed, note the exact Timeframe (Date and Time) or realistic time range of issue.

3. Go back to Properties > Security > Audit Log, then click Save as Text File.

4. Right click DownLoad Log.

5. Disable the Audit Log.

6. Send the file to Xerox Support and reboot the machine to clear the Log file before leaving customer

How to Do – Device Support Logs Capture - Kaczorek JC 8 of 18

Rev. 2023-05-30 Xerox Internal Use Only

ConnectKey 071 & Discovery Device Logs

Called Nework Logs. Do not confuse with Network Troubleshooting Logs that collect in/out network traffic to latest models.
Logs may be deleted when the machine software is reloaded. Newest Archive Log overwrites the oldest 10th one.
1. Enable following options only if required by Support Teams. Must be set back to default value after logs capture.
▪ Enhanced Logs: Web UI > Properties > General Setup > Network Logs > Enhanced Logs > Save > Ok + Reboot.
▪ Basic Log with SetLogVx.dlm or file RaiseLevelLog.dlm (for capture of specific machine processes):
Web UI > Properties tab > General Setup > Software Upgrade to install the SetLogVx.dlm file from Xerox support.
After reboot, the dlm file name appears as an extension of System Software version on the configuration sheet.
▪ Touch Screen Interface Logs (also called UI Logs):
CK 071, WC57xx latest version: Web UI > Properties > General Setup > Network Logs > Touch Screen Interface Logs > Save > Ok + Reboot.
WC 57xx older versions: Included only in logs captured by USB key.
WC 75xx, CQ 92/93/89/87xx NON CK: Specific UILog.dlm file from Xerox support sent to the machine before capture.
WC 6400: Specific UILogOff/On.dlm file + get log to activate the capture.
▪ Configuration Report (config.ps): By Default
▪ Fault Logs (faultEW.txt & faultSD.txt): By Default
▪ Archive Logs: Must be selected after capture by Web UI to get the 10 older archives.
▪ Audit Logs: Web UI > Properties > General Setup > Network Logs > Audit Logs > Enabled + following:
CK071: Web UI > Properties > Security > McAfee > ON
WC 77/75/57xx, WC 6400, CQ 93/89/87xx NON CK: Web UI > Properties > Security > Audit log > Enabled > Apply
2. Replicate the problem.
3. When completed, note the exact Timeframe (Date and Time) or realistic time range of issue.

If Capture is required by Web UI

4. Reboot the machine (Except on specific request from the support team).
5. From any Web browser go to CWIS > Properties > General Setup > Network Logs
6. Select Options required by support teams at step 1, then Start Download.
7. At the end of process (can take a while) select « Download File Now ». Do not rename and zip it again.
8. Set logs settings and options back to default value before leaving customer.
9. Send Support Logs and optional logs of step 1 to Xerox Support.
If Capture is required by USB Key
4. Prepare an empty USB key with folder name and right file get from Eureka Tip:
Product USB Key folder name Eureka Tip Product USB Key folder name Eureka Tip
CQ 92xx Jupiter CBC UPGRADE 1115542 CQ 93xx Tesla autorun 1141183
CQ 92xx Jupiter SBC UPGRADE 1115541 CQ 93xx Tesla Plus autorun 1274676
WC 77xx Lexington II UPGRADE 1115626 CQ 8700/8900 Mamba Plus autorun 1275516
WC 75xx Northwood autorun 1115627 WC 58xx Luminance autorun 1264390
With 061.131.x.x :
WC 78xx Spyglass autorun 1263746
1115612
WC 57xx Radiance autorun
With 061.132.x.x : WC 6400 Nottingham >>>>>>>> Ask Support
1167547 Phaser 6700 Use System Admin Guide

5. With the machine powered up and working insert the USB key into the USB port on the machine.
▪ During 5 to 15 seconds no activity happens on UI before USB key activity light flashes a couple of times.
▪ Then, UI can display a message: Please wait Services are being retrieved.
▪ In the upper left side, Creating Archive > Encrypting Archive > Copying to USB should appear.
6. When it is finished, Done remove USB drive is displayed on LUI. Remove the USB key.
The machine should now reboot with Rebooting message on LUI. If it is not the case, reboot the device manually.
7. Network Logs are saved on USB key. Do not rename and zip it again.
8. Set logs settings and options back to default value before leaving customer.
9. Send Support Logs and optional logs of step 1 to Xerox Support.

How to Do – Device Support Logs Capture - Kaczorek JC 9 of 18

Rev. 2023-05-30 Xerox Internal Use Only

ConnectKey 072 Device Logs

Called Nework Logs. Do not confuse with Network Troubleshooting Logs that collect in/out network traffic to latest models.
Logs may be deleted when the machine software is reloaded. Newest Archive Log overwrites the oldest 10th one.
1. Enable following options only if required by Support Teams. Must be set back to default value after logs capture.
▪ Enhanced Logs: Web UI > Properties > General Setup > Network Logs > Enhanced Logs > Save > Ok + Reboot.
▪ Basic Log with SetLogVx.dlm or file RaiseLevelLog.dlm (for capture of specific machine processes):
Web UI > Properties tab > General Setup > Software Upgrade to install the SetLogVx.dlm file from Xerox support.
After reboot, the dlm file name appears as an extension of System Software version on the configuration sheet.
▪ Touch Screen Interface Logs (also called UI Logs):
Web UI > Properties tab > General Setup > Network Logs > Touch Screen Interface Logs > Save > Ok + Reboot
▪ Audit Logs: Web UI > Properties > General Setup > Network Logs > Audit Logs > Enabled.
2. Replicate the problem.
3. When completed, note the exact Timeframe (Date and Time) or realistic time range of issue.

If Capture is required by Web UI

4. Reboot the machine only if required by Xerox support team.
5. From any Web browser go to CWIS > Properties > General Setup > Network Logs
6. Select Options required by support teams at step 1, then Start Download.
7. At the end of process (can take a while) select « Download File Now ». Do not rename and zip it again.
8. Set logs settings and options back to default value before leaving customer.
9. Send Support Logs and optional logs of step 1 to Xerox Support.
If Capture is required by USB Key
4. Prepare an empty USB key with folder name and right file get from Eureka Tip:
Product USB Key folder name Eureka Tip Product USB Key folder name Eureka Tip
CQ 93xx Tesla Plus autorun 1274676 WC 59xx Briliance autorun 1329513
CQ 8700/8900 Mamba Plus autorun 1275516 WC 79xx Spyglass autorun 1326068
WC 58xx Luminance autorun 1264390 WC 3655 Burgundy autorun 1330453
WC 7220/7225 Javelin autorun 1267291 WC 6655 Barolo autorun 1330695
WC 78xx Spyglass autorun 1263746

5. With the machine powered up and working insert the USB key into the USB port on the machine.
▪ During 5 to 15 seconds no activity happens on UI before USB key activity light flashes a couple of times.
▪ Then, UI can display a message: Please wait Services are being retrieved.
▪ In the upper left side, Creating Archive > Encrypting Archive > Copying to USB should appear.
6. When it is finished, Done remove USB drive is displayed on LUI. Remove the USB key.
The machine should now reboot with Rebooting message on LUI. If it is not the case, reboot the device manually.
7. Network Logs are saved on USB key. Do not rename and/or zip it again.
8. Set logs settings and options back to default value before leaving customer.
9. Send Support Logs and optional logs of step 1 to Xerox Support.

How to Do – Device Support Logs Capture - Kaczorek JC 10 of 18

Rev. 2023-05-30 Xerox Internal Use Only

ConnectKey 073, 074, 075 Device Logs

From SW 073.xxx.xx7.07400 and higher, called Support Logs instead of Network Logs.
This change of device logs name avoids confusion with Network Troubleshooting Logs that collect in/out network traffic to Device.
Logs may be deleted when the machine software is reloaded. Newest Archive Log overwrites the oldest 10th one.
1. Enable following options only if required by Support Teams. Must be set back to default value after logs capture.
▪ Basic Log with SetLogVx.dlm or file RaiseLevelLog.dlm (for capture of specific machine processes):
Web UI > Properties tab > General Setup > Software Upgrade to install the SetLogVx.dlm file from Xerox support.
After reboot, the dlm file name appears as an extension of System Software version on the configuration sheet.
▪ Audit Logs: Web UI > Properties tab > Security > McAfee > ON + following:
CK older than 073.xxx.xx7.07400: Web UI > Properties > General Setup > Network Logs > Audit Logs > Enabled
CK 073.xxx.xx7.07400 and higher: Web UI > Support > Troubleshooting > Support Logs > Audit Logs > Enabled
▪ Protocol or Secure Protocol Logs (HTTPS, SSH, SSL): Audit Logs must be activated and enabled first (see above) + following:
CK older than 073.xxx.xx7.07400: Web UI > Properties > Security > Audit log > Secure Protocol Log > Enabled + Reboot.
CK 073.xxx.xx7.07400 and higher: Web UI > Support tab > Troubleshooting > Audit Log > Secure Protocol Log > Enabled + Reboot.
2. Replicate the problem.
3. When completed, note the exact Timeframe (Date and Time) or realistic time range of issue.

If Capture is required by Web UI

4. Reboot the machine only if required by Xerox support team.
5. From any Web browser go to CWIS, then:
▪ For CK older than 073.xxx.xx7.07400, Properties tab > General Setup > Network Logs
▪ For CK 073.xxx.xx7.07400 or higher, Support tab > Troubleshooting > Support Logs
6. Select Options required by support teams at step 1, then Start Download.
7. At the end of process (can take a while) select « Download File Now ». Do not rename and/or zip it again.
8. Set logs settings and options back to default value before leaving customer.
9. Send Support Logs and optional logs of step 1 to Xerox Support.
If Capture is required by USB Key
4. Prepare an empty USB key with folder name and right file get from Eureka Tip:
Product USB Key folder name Eureka Tip Product USB Key folder name Eureka Tip
CQ 93xxi Tesla Plus autorun 1274676 WC 59xxi Briliance autorun 1329513
CQ 8700/8900i Mamba Plus autorun 1275516 WC 79xxi Spyglass autorun 1326068
WC 58xxi Luminance autorun 1264390 WC 3655i Burgundy autorun 1330453
WC 7220/7225i Javelin autorun 1267291 WC 6655i Barolo autorun 1330695
WC 78xxi Spyglass autorun 1263746

5. With the machine powered up and working insert the USB key into the USB port on the machine.
▪ During 5 to 15 seconds no activity happens on UI before USB key activity light flashes a couple of times.
▪ Then, UI can display a message: Please wait Services are being retrieved.
▪ In the upper left side, Creating Archive > Encrypting Archive > Copying to USB should appear.
6. When it is finished, Done remove USB drive is displayed on LUI. Remove the USB key.
The machine should now reboot with Rebooting message on LUI. If it is not the case, reboot the device manually.
7. Network Logs are saved on USB key. Do not rename and/or zip it again.
8. Set logs settings and options back to default value before leaving customer.
9. Send Support Logs and optional logs of step 1 to Xerox Support.

How to Do – Device Support Logs Capture - Kaczorek JC 11 of 18

Rev. 2023-05-30 Xerox Internal Use Only

Atlantis (Altalink) Device Logs

From 100.xxx.xx7.17900/17010 and higher, called Support Logs instead of Network Logs.
This change of device logs name avoids confusion with Network Troubleshooting Logs that collect in/out network traffic to Device.
Logs may be deleted when the machine software is reloaded. Newest Archive Log overwrites the oldest 10th one.
1. Enable following options only if required by Support Teams. Must be set back to default value after logs capture.
▪ Enhanced Logging: Web UI > Support > Troubleshooting > Support Logs > Enhanced Logging > Configure > Start + Reboot.
Configure screen must be set on Xerox engineering direction.
▪ Audit Log: Web UI > Properties tab > Security > McAfee > ON + following:
Altalink 100.xxx.xx7.09602 and older: Web UI > Properties > Network Logs > Device Audit Log > Enabled
Altalink 100.xxx.xx7.17900/17010 and higher: Web UI > Support > Troubleshooting > Audit Logs
▪ Secure Protocol Logs: First go to above Device Audit Log, then Secure Protocol Log > Enabled + Reboot.
▪ NVM Data: Web UI > Support tab > Troubleshooting > Support Logs > NVM Data with Support Log Push > Enabled + Reboot.
2. Replicate the problem.
3. When completed, note the exact Timeframe (Date and Time) or realistic time range of issue.

If Capture is required by Web UI

4. Reboot the machine only if required by Xerox support team.
5. From any Web browser go to CWIS, then:
▪ For Altalink 100.xxx.xx7.9602 and older, Properties tab > General Setup > Network Logs
▪ For Altalink 100.xxx.xx7.17900/17010 and higher, Support tab > Troubleshooting > Support Logs
6. Select Options required by support teams at step 1, then Start Download.
Notice about Altalink 81xx series: [Start Download] and [Send] buttons are grayed until process is completed.
If you exit/go back web UI too quickly, wait from 6 to 15 minutes (depends on network traffic) to get them back active.
If device is rebooted before end of process, wait until 6 minutes to get back active.
This delay is intentional to ensure the device synchronizes all the sub modules within the system from start up.
7. At the end of process (can take a while) select « Download File Now ». Do not rename and/or zip it again.
8. Set logs settings and options back to default value before leaving customer.
9. Send Support Logs and optional logs of step 1 to Xerox Support.
Capture Process by USB Key
4. Prepare an empty USB key with folder name and right file get from Eureka Tip:
Product USB Key folder name Eureka Tip Product USB Key folder name Eureka Tip
Altalink B8000 Family AltaLinkLogs 1391378 AltaLink B8100 Family AltaLinkLogs 1463120
Altalink C8000 Family AltaLinkLogs 1391377 AltaLink C8100 Family AltaLinkLogs 1463119
4. Power Off the machine.
5. Insert the USB key into the USB port on the machine.
6. Power On the machine.
7. Local User Interface and USB Key behavior should be following one:
▪ Please wait…the system is powering up message + Xerox logo is displayed during 5 to 15.
▪ Xerox logo only is displayed for 20-30 seconds.
▪ Please wait…the system is powering up message + Energy Star logo is displayed for 5-15 seconds.
USB key activity light will flash a couple of times.
▪ Copying archive message is displayed during 1-2 mins.
▪ Encrypting archive message is displayed for 20-30 seconds.
▪ Copying to USB message is displayed and progresses from 00 to 100.
8. When it is finished, Done remove USB drive is displayed on LUI. Remove the USB key.
The machine should now reboot with Rebooting message on LUI. If it is not the case, reboot the device manually.
9. Set logs settings and options back to default value before leaving customer.
10.Send Support Logs and optional logs of step 1 to Xerox Support.

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Endeavour (Legacy) Device Logs - MBC

Called ESS or Network Logs. Do not confuse with Network Troubleshooting Logs that collect in/out network traffic to latest models.
For WC5632-5655 SBC (Tag 40)  Endeavour (Legacy) Device Logs - SBC p.14. Use HyperTerminal on the PWS.
Machine Root Password is required and provided by Xerox Support only when an escalation is submitted.
It’s forbidden to forward the Root password (no provided here), outside escalation context.
Tools: Alternate Boot Tool, Network cross-over cable, serial cable, and null modem adapter.
Part 1 - Archive the ESS (NC) Logs
1. Replicate the problem.
2. When completed, note the exact Timeframe (Date and Time) or realistic time range of issue.

3. Remove the customer’s network cable.

4. Connect the serial cable, null modem, and network crossover cable between the PWS and machine.
5. Open the Alternate Boot terminal window on the PWS.
6. Login to the Operating System with the username and password supplied by Xerox Support.
7. Hit the [ENTER] key to get a login prompt if one does not appear.
8. Type makeLabMachine + [ENTER].
9. Type the command that corresponds to your product.
▪ WCP232-275: cd<sp>/tmp/Logs/archive + [ENTER]. ▪ WC5030-5050: cd<sp>/var/log/nc/archive + [ENTER].
▪ WC7655-7665: cd<sp>/var/log/nc/archive + [ENTER]. ▪ WC5130-5150: cd<sp>/var/log/nc/archive + [ENTER].
▪ WC5632-5687: cd<sp>/var/log/nc/archive + [ENTER]. ▪ Other products: cd<sp>/tmp/saveLogs> + [ENTER].
10.Type saveLogs.sh then press [ENTER].
11.Type tar<sp>–cvf<sp>esslogs.tar<sp>* + [ENTER] to archive the NC log files as esslogs.tar.
12.Type ls<sp>-l + [ENTER] to display the contents in the directory and look for the file esslogs.tar.
13.Leave the Alternate Boot terminal window open until instructed to close it.
Part 2 - Transferring the NC logs to the PWS
1. Save a clone file and print a configuration report for the machine.
2. Set PWS and device to work on same network (IP Static Address, IP sub mask, Gateway, DNS, etc.).
3. On the PWS, run cmd command, then type cd<sp>\ + [ENTER].
4. Type <ftp space machine_ip_address> + [ENTER]. Example: ftp 192.168.1.100
5. Enter the same username and password provided in Part 1 to login.
6. Type the command that corresponds to your product.
▪ WCP232-275: cd<sp>/tmp/Logs/archive + [ENTER]. ▪ WC5030-5050: cd<sp>/var/log/nc/archive + [ENTER].
▪ WC7655-7665: cd<sp>/var/log/nc/archive + [ENTER]. ▪ WC5130-5150: cd<sp>/var/log/nc/archive + [ENTER].
▪ WC5632-5687: cd<sp>/var/log/nc/archive + [ENTER]. ▪ Other products: cd<sp>/tmp/saveLogs> + [ENTER].
7. Type <bin> + [ENTER].
8. Type <get space esslogs.tar> + [ENTER]. The esslogs.tar is transferred from the machine to PWS c:\drive.
9. Type bye + [ENTER], then exit + [ENTER].
10.Return to the Alternate Boot window and type makeLabMachine + [ENTER], then y + [ENTER].
11.Type logout + [ENTER], then close the Alternate Boot window.
12.Set PWS and device back to their original network settings changed at step 3.
13.Restore the clone file saved at step 1 and disconnect the null modem and serial cable from the machine.
14.Reconnect the machine’s networks cable to the customer’s network.
15.Power the machine off/on and ensure the configuration report prints or can be printed.
16.Send the esslogs.tar to Xerox Support.

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Endeavour (Legacy) Device Logs - SBC

Called ESS or Network Logs. Do not confuse with Network Troubleshooting Logs that collect in/out network traffic to latest models.
Machine Root Password is required and provided by Xerox Support only when an escalation is submitted.
It’s forbidden to forward the Root password (no provided here), outside escalation context.
Tools: HyperTerminal Tool  p.18, Network cross-over cable, serial cable, and null modem adapter.
Part 1 - Configure the HyperTerminal session
1. Run Start > All Programs > Accessories > Communications > HyperTerminal
Default Telnet Program? = No, Connection Description = SBC in the name field.
Connect To → Connect using = COM1 (115200, Data bits = 8, Parity = None, Stop bits = 1, Flow control = None)
2. Select Apply + OK, and then leave the HyperTerminal screen opened.
Part 2 - Archive the NC Logs
1. Replicate the problem.
2. When completed, note the exact Timeframe (Date and Time) or realistic time range of issue.

3. Remove the customer’s network cable.

4. Connect the serial cable, null modem, and network crossover cable between the PWS and machine.
5. In HyperTerminal screen, login to the Operating System with the username and password supplied by Xerox Support.
6. Hit the [ENTER] key to get a login prompt if one does not appear.
7. Type makeLabMachine + [ENTER], then logs + [ENTER] to be redirected to the /var/log/nc directory.
8. Type cd<sp>archive> + [ENTER], then saveLogs.sh + [ENTER].
9. Type tar<sp>–cvf<sp>esslogs.tar<sp>* + [ENTER] to archive the saveLogs files as esslogs.tar.
10.Type ll (two lower case L) + [ENTER] to display the contents in the directory and look for esslogs.tar file.
11.Leave the HyperTerminal screen opened until instructed to close it.
Optional - Archive the CC and UI Logs
1. In the HyperTerminal window, type <cd space /var/log/cc> + [ENTER]. (log directory should be cc)
2. Type tar<sp>–cvf<sp>cclogs.tar<sp>* + [ENTER].
3. Type ll (two lower case L) + [ENTER] to display the contents in the directory and look for cclogs.tar file.
4. Type cd<sp>/var/log/ui> + [ENTER], then tar<sp>–cvf<sp>uilogs.tar<sp>* + [ENTER].
5. Type ll (Two L lower case) + [ENTER] to display the contents in the directory and look for uilogs.tar file.
6. Leave the HyperTerminal window open until instructed to close it.
Part 3 - Transferring the logs to the PWS
1. Print a configuration report for the machine.
2. Set PWS and device to work on same network (IP Static Address, IP sub mask, Gateway, DNS, etc.).
3. On the PWS, run cmd command, then at the prompt type cd<sp>\ + [ENTER].
4. Type ftp<sp>machine_ip_address> + [ENTER]. Example: ftp<sp>192.168.1.100
5. Enter the same username and password provided by Xerox Support.
6. Type bin> + [ENTER], then cd<sp>/var/log/nc/archive + [ENTER] and get<sp>esslogs.tar + [ENTER]
7. Type cd<sp>/var/log/cc + [ENTER], then get<sp>cclogs.tar + [ENTER].
8. Type cd<sp>/var/log/ui + [ENTER], then get<sp>uilogs.tar +[ENTER].
esslogs.tar, cclogs.tar, uilogs.tar are transferred from the machine to PWS c:\ drive.
9. Type bye + [ENTER], then type exit + [ENTER].
10. Return to the HyperTerminal window and type makeLabMachine + [ENTER], then y + [ENTER].
11. Type logout + [ENTER], then close the HyperTerminal window. You do not need to save it.
12. Set PWS and device back to their original network settings changed at step 2.
13. Disconnect the null modem and serial cable from the machine and reconnect it to the customer’s network.
14. Power the machine off/on and ensure the configuration report prints or can be printed.
15. Send Logs to Xerox support.

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Rev. 2023-05-30 Xerox Internal Use Only

Endeavour (Legacy) SIP Logs

Tools: HyperTerminal Tool  p.18, Null Modem cable or serial cable with null modem connector.
Process to Capture SIP logs
1. Connect the Null Modem cable to 9-pin serial port to your PC.
2. Connect the Null Modem cable to 9-pin serial port to the SIP serial port (service port on copy controller).
For WCP 200 series perform the following:
a. Connect a serial cable with null modem to the machine at the Image processing Pwb module serial port.
b. Start the machine. A text should scroll across the screen. If it is not, enter in diagnostics (Pound + Access + 1934)
c. Select Copier Routines DC131 > Location 03-017 SIP Comms port accs, then change the value to 1.
3. Run Start > Programs > Accessories > communications > HyperTerminal. Enter following settings:
Enter a name + OK, select COM1 + OK and set 115200 bits per second + OK.
4. Select Transfer > Capture Text to save the SIP data to a file.
Browse to any location, enter a file name such as Sip01.txt or trace.txt, and then click Start to create the file.

5. Open the DADF or front door of the printer to ensure the terminal is displaying readable data.
6. Replicate the problem. You will see information scroll across the HyperTerminal screen.
7. When completed, note the exact Timeframe (Date and Time) or realistic time range of issue.

8. Once the problem occurs, note the date and time.

9. Send the SIP trace to Xerox Support.

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Rev. 2023-05-30 Xerox Internal Use Only

Phaser 6700 Logs

Called Network Logs. Do not confuse with Network Troubleshooting Logs that collect in/out network traffic to latest Xerox models.
Tool: USB Key.
1. Enable following options only if required by Support Teams. Must be set back to default value after logs capture.
▪ Basic Log with SetLogVx.dlm or file RaiseLevelLog.dlm (for capture of specific machine processes):
Web UI > Properties tab > General Setup > Software Upgrade to install the SetLogVx.dlm file from Xerox support.
After reboot, the dlm file name appears as an extension of System Software version on the configuration sheet.
2. Replicate the problem.
3. When completed, note the exact Timeframe (Date and Time) or realistic time range of issue.

4. Walk to the machine and at the control panel, touch Printer.

5. Touch the Tools tab.
6. Select Setup > Service Tools > Network Logs > Enhanced logs > OK
7. Insert an empty USB flash drive in the printer USB port then select Download Log.
8. The log file is saved to the flash drive.
9. Set logs settings and options back to default value before leaving customer.
10.Send Support Logs and optional logs of step 1 to Xerox Support.

Fiery Job Error Report (JER)

JER is a zip file generated from the Command WorkStation (Windows or Mac environment).
1. Replicate the problem.
2. When completed, note the exact Timeframe (Date and Time) or realistic time range of issue.

1. Check Command Workstation is running.

Windows: In the Held tab or Printed areas* of Job Center, press CTRL while right‐clicking the job.
Mac: In the Held or Printed areas* of Job Center, press COMMAND while right‐clicking the job.
*Note: JER is not available from the Fiery Job Log.
2. When displayed over the job, click on Create Error Report button to start generation of the report.

Note:
If the issue is not associated with a specific job (for example, a crash or hang while Fiery is idle), any job will be
enough to generate a JER. Most of the JER information is either configuration files (job‐generic) or log data (covering
multiple events/jobs) and so will be identical regardless of what job is used to generate the JER.
3. In the report, type a text describing the replication steps, including any other relevant information (e.g. application
versions, Operating System information, etc.), and attach relevant native files, screenshots, Word or PDF documents.
4. When completed, click Save.
5. Send the Zip file to Xerox Support.

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Rev. 2023-05-30 Xerox Internal Use Only

B205-210-215 Logs
Called Device Logs.
1. Open your Web browser, empty temp files, cookies and history, then close your Web browser.
2. Reboot the Xerox device.
3. Replicate the problem.
4. When completed, note the exact Timeframe (Date and Time) or realistic time range of issue.

5. Open your Web Browser again.

6. Type exactly https://< Printer IP address>/properties/security/deviceLog/DeviceLogs.dhtml
This is a hidden web page. Logs menu cannot be found from the device Web UI.
Note: If you get the following error, clear cookies, temp files and restart your web browser. Try https vs http

7. Enter the device admin credential admin and 1111 + [Enter]

8. According to Xerox Support direction, click Download to get the required log(s).
Note: Log level option (No Log, Level 1 & Level 2) + [Apply] is applicable only for UI logs.

Note: If you get following error at Download action….

Go back to list of logs, right click on Download and click “Save as…” or equivalent action in your Web browser.

9. Before sending them to Xerox Support, check their integrity:

a. Unzip the logs file.
b. Open it with Notepad++
c. You must get a clear txt file.
If you get junk characters, the log file is corrupted and must be captured again.
10.If the logs are right txt files, send them to Xerox Support.

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HyperTerminal Tool
HyperTerminal tool has been removed from Win 7. Following tip allows the user to run the HyperTerminal tool from Win XP on Win 7.
12.Search hypertrm.exe file or type How to install the Win XP HyperTerminal client on Vista or Win 7 in the Web.
hypertrm.exe can be found as a zip-package, or from TechInfo (S3 Login required):
 https://xerox.sharepoint.com/teams/GESOfficeFraKS/Shared%20Documents/tools
13.Unzip the package, and then check a folder is created with the following files inside it:
14.Run directly hypertrm.exe from the folder. It’s a standalone exe file.
(An intermediate screen about location request can be displayed. Fill it in at first time)

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