Under Additional Settings section, de-select Display output when this task is run check box

CentreWare Management Pack for System Center Operations Manager 53

Troubleshooting

This troubleshooting section identifies and provides solutions to correct some of the common

performance issues and error messages you may experience while using CentreWare Management for SCOM.

One printer is not discovered, but other network devices are discovered

Ping the printer from a command shell prompt. If ping is unsuccessful, there is either a problem with the printer's network connection or the printer is configured incorrectly. If the ping is successful, attempt to open the printer's Web page. Examine the printer's network properties for tcp/ip and change as necessary.

SNMP Network Device Tasks do not show up in the Action pane

When you choose Network Device>Network Devices State or Xerox Printer>Alerts or Usage Counters, and the network device tasks don’t show up in the Actions pane, select a device in the Alerts pane.

CentreWare Management Pack for System Center Operations Manager 55 If the Tasks don’t show up after selecting the device, go to the Administration view and reload the Xerox Printer Management Pack. The SNMP Network Device Tasks should now be displayed in the Actions pane.

Appendix A

Default Values for Alert Details:

Alert Resolution Cause Summary Related Links

Low Toner Add toner to printer Toner supply is nearly empty. Add toner to maintain printer operation

Add toner to this printer to maintain image quality. Paper and other supplies may now be ordered online from Xerox.

http://www.xerox.com/supplies

No Toner Add toner to printer Insufficient toner for printing

Add toner to this printer to restore printer operation.

Paper and other supplies may now be ordered online from Xerox

http://www.xerox.com/supplies

Low Paper Add paper Paper is low in one or

more trays

For continued operation the paper supply must be replenished in one or more trays of this printer. Paper and other supplies may now be ordered online from Xerox.

http://www.xerox.com/supplies

Out of Paper Put paper in printer There is no paper of the size and type required for pending print jobs.

For continued operation the paper supply must be replenished in one or more trays of this printer. Paper and other supplies may now be ordered online from Xerox

http://www.xerox.com/supplies

Door Open Completely close all printer access doors and covers

One or more printer access doors or covers is either or open or not completely closed

Printer operation will resume when the access doors and covers are properly closed. The printer’s display will provide specific instructions to restore operation

If you need assistance, contact your local system administrator or call Xerox Customer Support at 1-800-821-2797. Online support is available from

http://www.support.xerox.com

Paper Jammed Misfed sheets must be removed from the printer to unblock the paper path.

A mechanical failure has occurred because the paper path in the printer is blocked by a misfed sheet of paper

Printer operation will be restored after the misfed paper is removed

If you need assistance, contact your local system administrator or call Xerox Customer Support at 1-800-821-2797. Online support is available from

http://www.support.xerox.com

CentreWare Management Pack for System Center Operations Manager 57

Alert Resolution Cause Summary Related Links

Offline the fault as shown on the printer’s front panel. Further action may be necessary, such as rebooting or calling for service.

The printer automatically goes offline (not available to receive further print jobs) when certain faults occur.

Correct the fault by performing the task as indicated on the printer’s front panel.

Further action may be necessary, such as rebooting or calling for service/assistance

If you need assistance, contact your local system administrator or call Xerox Customer Support at 1-800-821-2797. Online support is available from

http://www.support.xerox.com

Service Requested Place a service call. A fault has occurred at the printer that requires a service call

A fault of this nature normally causes an error code to be posted on the printer’s display. This fault-code will be cleared when the printer is serviced.

If you need assistance, contact your local system administrator or call Xerox Customer Support at 1-800-821-2797. Online support is available from

http://www.support.xerox.com

Input Tray Missing Return the paper tray to the operating (closed) position.

One or more paper trays are either removed from the printer or not properly closed

This Alert is caused by one or more paper trays incorrectly positioned for printer operation.

If you need assistance, contact your local system administrator or call Xerox Customer Support at 1-800-821-2797. Online support is available from

http://www.support.xerox.com

Output Tray Missing Correct the problem(s) with the printer’s paper destination

This may be caused by a fault with a finishing device (if installed) or incorrect printer configuration.

Check the printer’s display. If you are not able to correct the problem, call for service

If you need assistance, contact your local system administrator or call Xerox Customer Support at 1-800-821-2797. Online support is available from replaceable unit has been removed from the printer

The Xerographic unit contains components for marking the paper.

This is a customer-replaceable unit (CRU). Check the printer’s display. If you are not able to correct the problem, call for assistance.

Paper and other supplies may now be ordered online from Xerox

http://www.xerox.com/supplies If you need assistance, contact your local system administrator or call Xerox Customer Support at 1-800-821-2797. Online support is available from

http://www.support.xerox.com

Output Bin Near Full Remove completed print/copy jobs from the printer’s output tray

Printed jobs and/or copy jobs have nearly filled the printer’s output tray

Too many completed jobs are in the printer.

Remove the completed jobs to avoid interrupting printer operation

If you need assistance, contact your local system administrator or call Xerox Customer Support at 1-800-821-2797. Online support is available from

http://www.support.xerox.com

Output Bin Full Remove completed print/copy jobs from the printer’s output tray

Printed jobs and/or copy jobs have filled the printer’s output tray.

Too many completed jobs were left in the printer. Printer operation has been suspended pending removal of completed jobs from the output tray

If you need assistance, contact your local system administrator or call Xerox Customer Support at 1-800-821-2797. Online support is available from

http://www.support.xerox.com

Alert Resolution Cause Summary Related Links Input Tray Empty Put paper in printer There is no paper of

the size and type required by this printer

For continued operation the paper supply must be replenished in one or more trays of this printer. Paper and other supplies may now be ordered online from Xerox.

http://www.xerox.com/supplies

Overdue Preventative Maintenance

Call for service The printer is past-due for a preventative maintenance service call

Preventative maintenance is required to maintain quality printing

Contact your local system administrator or call Xerox Customer Support at 1-800-821-2797. Online support is available from

http://www.support.xerox.com

CentreWare Management Pack for System Center Operations Manager 59

Glossary

Actions pane: lists the tasks used to manage Xerox printers.

Administration view: top-level view used for configuration management with SCOM 2007.

alert: a message that indicates a failure or problem with a printing device.

Authoring pane: a SCOM feature that allows you to modify existing rules

device discovery: the method used to find networked Xerox devices and adds discovered devices to the System Center Operations Center for 2007 (SCOM) database.

Discovery wizard: the utility within SCOM that leads you through the device discovery procedure.

Health Explorer: a tool that helps you define and diagnose failures in managed Xerox printers. It lets you view and take action on alerts, state changes, and other issues generated by monitoring network printers.

Importing management packs: the act of adding a management pack to the existing SCOM 2007 database.

management pack objects: rules, knowledge (such as vendor-specific information), and views.

management packs: a collection of rules, knowledge, and public views that make it possible to get a wide range of information from different sources. Management packs are used to determine how a SCOM 2007server collects, handles, and responds to data.

Monitoring pane: shows the status of network Xerox devices.

Multi-function device: Xerox multi-function printers are also sometimes referred to as multi-function devices or MFDs.

rule: a set of criteria for logging a specific event. You can modify rules in the Authoring pane.

state change: a change in the status of a networked device. Some state changes cause an alert to be sent.

task: a utility to manage a Xerox printer or network device, such as Ping Xerox Device.

network device: within the context of Xerox printer management pack, it’s a discovered device that will be monitored and managed within SCOM 2007.

SA or system administrator: a user with complete rights to the server, which allows them to make changes to the server as necessary.

Usage counters: indicates that the number of sheets printed.

Index

Analyzing CentreWare Management Settings . 40

Discovering Devices ... 16

Getting Started ... 4

Health Explorer Details ... 43

Installing ... 6

Installing CentreWare Management Pack for System Center Operations Manager ... 6

Introduction ... 4

Managing Printers ... 16

Override of the Monitors ... 22

Performing Tasks ... 29

Purpose of User Guide ... 4

Rules Details ... 40

System Requirements ... 5

Troubleshooting ... 53

Tuning the Management Pack Objects for Printer Monitoring ... 48

Uninstalling CentreWare Management Pack for System Center Operations Manager ... 14

Viewing Alerts ... 32

Viewing Usage Counters ... 37