If You Encounter a Problem

This section provides explanations and possible solutions for problems that you might encounter.

Cannot Sign In

Make sure that you enter your email address and password correctly. The password is case-sensitive.

If you forgot your password, click Forgot password on the sign-in page and follow the required steps. After you provide the email address for your account, you receive a verification code for resetting the password.

The User Interface Content Is Not Displayed Correctly

The Web page was not loaded correctly. Clear the web browser cache and reload the page.

See the web browser documentation for instructions on how to clear the cache and reload a page.

Cannot Access RICOH Supervisor with Google Chrome

To access RICOH Supervisor with Google Chrome, make sure you enable third-party cookies for the app-ricohsoftware domain where your instance of RICOH Supervisor runs.

Note: Enabling these third-party cookies lets Supervisor connect with the engine that powers your dashboards. RICOH Supervisor does not use marketing or advertising cookies.

To enable third party cookies:

  • Click , the configuration icon.
  • Click Settings
  • Open the Privacy and security tab.
  • Open the Tracking protection page.
  • Scroll down to Allowed to use third-party cookies and click Add.
  • Enter 
    [*.]app-ricohsoftware.com
    or 
    [*.]app-ricohsoftware.eu

The Dashboards are Not Displayed in Incognito Mode

When in Incognito mode, if dashboards are not loaded in the Dashboards tab, try one of these possible solutions:

Google Chrome:

  • Go to Settings ⇒ Privacy and security ⇒ Cookies and other site data, and select Allow all cookies.
  • You can also turn off the Google Chrome Incognito mode.

Microsoft Edge:

  • Go to Settings ⇒ Cookies and site permissions ⇒ Manage and delete cookies and site data, and select Allow sites to save and read cookie data.
  • You can also turn off the Microsoft Edge private browsing mode.

Cannot Access Some User Interface Areas and Functions

The options you see on the user interface and the actions that you can perform depend on your user role. Roles can restrict access to certain user interface areas or limit the available actions.

For more information, see Users and Roles.

Connectivity Issues After Upgrading RICOH Supervisor Data Collector

If you encounter issues after a software upgrade, try uninstalling and reinstalling RICOH Supervisor Data Collector:

  1. Uninstall the application without deleting the data collector from the cloud.
  2. Reinstall the application and restore the data collector configuration.

For more information, see the RICOH Supervisor Data Collector documentation.

Cannot Edit a Dashboard

You can only edit dashboards that you created or shared dashboards for which you were assigned editing rights.

If you cannot edit a shared dashboard:

  • Ask the owner of the shared dashboard to make the changes.
  • Ask the owner of the shared dashboard to assign you editing rights.
  • Duplicate the shared dashboard and edit the copy.

Some Printer Cards Are Inactive

When there is no data transfer from a printer, the printer card is inactive.

Try one of these actions, depending on the connection status:

  • Not configured: No communication channels are configured for the printer. Go to the data collector and configure at least one supported communication channel.
  • Not connected: The communication channels cannot communicate with the printer and there is no data transfer. Go to the data collector, verify the printer settings and the network settings, and fix any connectivity issues.
  • Not available: Cannot communicate with the data collector to retrieve printer information. Verify the network settings and fix any connectivity issues.
  • Waiting for data: The connection with the communication channels is being established and there is no data transfer yet. Wait for the connection to be established or go to the data collector and make sure that there are no connectivity issues.

If the connection with RICOH Supervisor Data Collector is still active, you can access the corresponding data collector page directly from the printer card. Click Information icon, the information icon, and then click Open the data collector page in a new tab.

Missing or Inaccurate Data

If you notice missing or inaccurate data in the Dashboards and Real Time Display tabs, go to RICOH Supervisor Data Collector and make sure that all the settings are configured correctly according to the printer type. Verify that there are no connectivity issues and that the data collector can successfully communicate with the printers and retrieve data.

For more information, see the RICOH Supervisor Data Collector documentation.

Missing or Inaccurate Data after Power Outage

In case of a power outage, we recommend that you uninstall and reinstall RICOH Supervisor Data Collector. Make sure that you do not select the Delete the Data Collector from the cloud check box when you uninstall the application. Otherwise, any stored data is lost.

To prevent any power outage related issues, make sure that you use an Uninterruptible Power Supply (UPS) for power outages.

Data for Printed Impressions and Sheets Is Not Always Accurate for InfoPrint 5000 and InfoPrint 4100 Printers

For InfoPrint 5000 and InfoPrint 4100 continuous form printers, the number of printed impressions and the number of printed sheets are calculated in RICOH Supervisor Data Collector assuming that all jobs are 2-up, regardless of the printer configuration:

Number of printed impressions

Pages in PDF file/2 × copies

Number of printed sheets

(Pages in PDF file/2/printing side value) × copies

For 1-sided jobs, the printing side value is 1. For 2-sided jobs, the printing side value is 2.

For more information, see Data Fields.

Performance Issues While Working with Dashboards

The number of widgets included in a dashboard might affect the system performance. We recommend that you do not add more than 10 widgets to a dashboard.

Unsupported Data Fields in Widgets

If a widget contains data fields that are no longer supported, a database error occurs and the widget cannot be loaded. Replace any affected default widgets in your dashboards with the latest versions from the widget library. Edit or recreate custom widgets to include only data fields that are currently supported.

A database error also occurs when you drill down in a widget and select a data field that is no longer supported from the list of previously used drill options. To cancel the drill action and reload the widget, click Close icon, the Close icon, in the top-left corner of the widget. For shared dashboards, you can also use the Restore Dashboard option to revert to the latest copy shared by the dashboard owner. Click Options button, the Options button, on the dashboard heading and select Restore Dashboard.

For more information on the supported data fields, see Data Fields.

Data in Widgets Is Not Displayed Using the Correct Measurement Unit

The measurement unit used for data metrics based on the length of paper printed, such as throughput for continuous form printers, depends on the Length unit option specified under Settings ⇒ User Preferences.

If the data in the default widgets is not displayed using the correct measurement unit, try one of these possible solutions:

  • Make sure that the measurement unit is set correctly under Settings ⇒ User Preferences.

    The Printed Paper Length (Feet) and Printed Paper Length (Meters) data fields are switched automatically based on the Length unit option specified under Settings ⇒ User Preferences.

  • Recreate older dashboards to include the latest versions of the default widgets.

If the data in custom widgets is not displayed using the correct measurement unit, try one of these possible solutions:

  • Make sure that the measurement unit is set correctly under Settings ⇒ User Preferences.

    The Printed Paper Length (Feet) and Printed Paper Length (Meters) data fields are switched automatically based on the Length unit option specified under Settings ⇒ User Preferences.

  • Recreate older widgets to include the latest versions of the data fields.

Filtering Jobs Based on Printed Metrics Does Not Return the Expected Results

Sometimes, job data is received through several separate events instead of a single event. As a result, when you filter jobs based on printed metrics, such as the printed paper length, printed sheets, printed pages, or printed impressions, the available values do not represent the total values for the job. Instead they correspond to the separate values received for each event.

For example, if the total printed paper length for a job was 121 feet received through 2 separate events as 60 feet and 61 feet, the values available when you filter by Printed Paper Length (Feet) are 60 and 61, not 121.

The Time Zone of a Data Source Is Not Set

The time zone of each data source is displayed on the Data Collectors tab under Data Source Time Zone.

If the Data Source Time Zone setting is shown as Not set, you must go to RICOH Supervisor Data Collector and specify a time zone for the data source. Make sure that the latest version of RICOH Supervisor Data Collector is installed.

The Default Widgets Are Not Translated After They Are Added to a Dashboard

When the web browser language is set to a supported language other than English, the default widgets from the widget library are not automatically translated when they are added to a dashboard. Refresh the web browser page to update the text in the widgets.

When You Export Dashboard Data as a PDF File, the Preview Is Incorrect and the Download Fails

If a dashboard includes older versions of the default widgets or custom widgets with older versions of data fields, the data download might not work properly. The preview of the PDF file might not be correct and the download might time out.

Try one of these possible solutions:

  • Recreate the dashboard to include the latest versions of the default widgets.
  • Update custom widgets to use the latest versions of the data fields. Then, recreate the dashboard and include the updated custom widgets.

A Location Does Not Appear in the Dashboards Tab

Newly added locations are available in the Dashboards tab only after the next data refresh.

To be displayed in widgets and filters, a location must also meet these requirements:

  • The location must contain at least one printer.
  • Data must be available from the printers assigned to the location.
  • If the location is associated with a shift, data must be available for the time interval covered by the shift.

A Shift Does Not Appear in the Dashboards Tab

Newly added shifts are available in the Dashboards tab only after the next data refresh.

To be displayed in widgets and filters, a shift must also meet these requirements:

  • If the shift is associated with a location, data must be available for the time interval covered by the shift from the printers assigned to that location.
  • If the shift is not associated with a location, data must be available for the time interval covered by the shift from any printer in the system.

Job Names Are Displayed Incorrectly

To correctly display printer data, such as job names, when RICOH Supervisor Data Collector receives information through SNMP, make sure that the value set for the Printer Character Set option matches the language settings configured on the printer. For more information, see the printer documentation.

The Printer Character Set option is available when you add or edit printers that use the Generic SNMP Printer, RICOH GW Cut Sheet Printer, or RICOH EFI Cut Sheet Printer configuration.

Some Printer Errors Are Not Included in the Default Widgets

For increased accuracy, a Printer Error Sequence filter is applied to the default widgets that show error data. When the printer sends several error codes at the same time, only the main error is included in the widget.

This filter is especially useful when a main error state generates a sequence of other error states. For example, the serviceRequested and offline error codes are often received alongside the main error. The filter excludes the serviceRequested and offline error codes when they overlap with the main error.

The filter also applies when several independent errors, such as paperJam and mediaLow, happen at the same time.

For more information on the Printer Error Sequence field and on how RICOH Supervisor orders simultaneous errors and determines the main error, see Data Fields.

All the errors collected with a RICOH Supervisor Data Collector version older than 1.1.0.669 are automatically assigned to the N\A error sequence value and are not included in the widget. If you want to view older data, edit the widget and include the N\A value in the Printer Error Sequence filter.

On printers with multiple engines, you can have several main errors at the same time, one per engine. To improve error data accuracy, you can also add a Printer Engine filter in the widget and display data per engine.

Custom Widgets Do Not Show Accurate Printer Error Data

When you create widgets that show printer errors and error duration, make sure that you add a Printer Error Sequence filter in the widget and set it to Main Error. This way, when the printer sends several error codes at the same time, only the main error is included in the widget.

This filter is especially useful when a main error state generates a sequence of other error states. For example, the serviceRequested and offline error codes are often received alongside the main error. The filter excludes the serviceRequested and offline error codes when they overlap with the main error.

The filter also applies when several independent errors, such as paperJam and mediaLow, happen at the same time.

For more information on the Printer Error Sequence field and on how RICOH Supervisor orders simultaneous errors and determines the main error, see Data Fields.

All the errors collected with a RICOH Supervisor Data Collector version older than 1.1.0.669 are automatically assigned to the N\A error sequence value. If you want to view older data, also include the N\A value in the Printer Error Sequence filter.

On printers with multiple engines, you can have several main errors at the same time, one per engine. To improve error data accuracy, you can also add a Printer Engine filter in the widget and display data per engine.

The Correlation Between Jobs and Printer Errors Is Not Always Accurate

The correlation between jobs and printer errors is currently available only for EFI Fiery and RICOH GW cut sheet printers.

RICOH Supervisor might not be able to correlate printed or aborted jobs with printer errors if the jobs were finalized before the error event was received from the printer.

On continuous form printers, the job always goes to the printed or aborted state when a printer error occurs. When the error is resolved and printing resumes, RICOH Supervisor Data Collector creates a new job with the same name but with a different job ID. As a result, RICOH Supervisor cannot correlate the job with the printer error.

Issues with Pop-Up Windows Blocked by the Web Browser

If your web browser is configured to block pop-up windows, some functions might not be available or might not work properly.

You can change the web browser security settings to allow pop-up windows from RICOH Supervisor. Add these addresses to the list of exceptions in the web browser settings:

  • For the United States:
    • ricohsoftware.com
    • www.ricohsoftware.com
    • *.app-ricohsoftware.com
  • For Europe:
    • ricohsoftware.eu
    • www.ricohsoftware.eu
    • *.app-ricohsoftware.eu

See the web browser documentation for instructions on how to change permissions for pop-up windows.

Issues with Blocked URLs

If your network uses a web content filtering system, make sure that you allow access to these URLs:

  • For the United States:
    • ricohsoftware.com
    • help.ricohsoftware.com
    • supervisor.app-ricohsoftware.com
    • services.app-ricohsoftware.com
    • datacollector.app-ricohsoftware.com
    • fileupload.app-ricohsoftware.com
    • cognito-idp.us-west-2.amazonaws.com
  • For Europe:
    • ricohsoftware.eu
    • help.ricohsoftware.com
    • supervisor.app-ricohsoftware.eu
    • services.app-ricohsoftware.eu
    • datacollector.app-ricohsoftware.eu
    • fileupload.app-ricohsoftware.eu
    • cognito-idp.eu-west-1.amazonaws.com

Create a HAR file in your browser

In order to investigate or replicate a certain issue, our Ricoh representative may require a HAR file and an output file of the console from the browser that RICOH Supervisor application runs in. The instructions below represent a guideline for generating the HAR/log files, but might not match the experience in the latest versions of the browsers or in the version that you use.

  • Google Chrome:
    1. In the browser heading, click Customize and control Google Chrome icon, the Customize and control Google Chrome icon, and select More tools ⇒ Developer tools.
    2. In the Console tab, click Clear console icon, the Clear console icon.
    3. In the Network tab, click Clear icon, the Clear icon, to clear all current network requests.
    4. In the Network tab, select the Preserve log check box.
    5. Reproduce the issue from your support case.
    6. In the Network tab, click Export HAR..., the Export HAR... icon, and save the file.
    7. In the Console tab, right click on any of the items in the list.
    8. Choose Save as..., and then save the file.
  • Microsoft Edge:
    1. In the browser heading, click Settings and more icon, the Settings and more icon, and select More tools ⇒ Developer tools.
    2. In the Console tab, clear the console output.
    3. In the Network tab, clear all current network requests.
    4. In the Network tab, select the Preserve log check box.
    5. Reproduce the issue from your support case.
    6. In the Network tab, click Export HAR..., the Export HAR... icon, and save the file.
    7. In the Console tab, right click on any of the items in the list.
    8. Choose Save as..., and then save the file.
  • Mozilla Firefox:
    1. In the browser heading, click Open application menu icon, the Open application menu icon, and select More tools ⇒ Web Developer Tools.
    2. In the Console tab, clear the Web Console output.
    3. In the Network tab, clear all current network requests.
    4. In the Network tab, choose the Gear icon, and select Persist Logs.
    5. Reproduce the issue from your support case.
    6. In the Network tab, right click on any network request in the request list.
    7. Choose Save All As HAR, and then save the file.
    8. In the Console tab, right click on any of the items in the list.
    9. Choose Save all Messages to File, and then save the file.

A Shift Does Not Appear in the Dashboards Tab

Newly added shifts are available in the Dashboards tab only after the next data refresh.

To be displayed in widgets and filters, a shift must also meet these requirements:

  • If the shift is associated with a location, data must be available for the time interval covered by the shift from the printers assigned to that location.
  • If the shift is not associated with a location, data must be available for the time interval covered by the shift from any printer in the system.

Printer Cards Metrics Are Displayed with Delays

If time on printers or the machine where RICOH Supervisor Data Collector is installed is not set correctly, the printer cards metrics in the Real Time Display tab may be updated with delay.

If you encounter any delays in printer card metrics, complete the following steps:

  • Set the time on printer on-time, with no delays.
  • Set the time on the machine on-time, with no delays.
  • If you have RICOH Supervisor Data Collector already installed, restart the service.
  • Print a job on the defined printer.
  • In the Real Time Display tab, check the printer cards metrics.

Deleted Printers Are Not Visible For Filtered Shifts

Shifts apply only to printers that are currently registered in RICOH Supervisor Data Collector.

If you want deleted printers to be visible, make sure you remove the shift setting from the filter.

If You Cannot Access the Application

This section explains what to do if you cannot access the application.

Action and reference
  1. Make sure that you are connected to the Internet.
  2. Make sure that you are using a supported web browser. For more information, see Computer Requirements.
  3. Make sure that the IP address is accessible. Use a shell command interface to ping the IP address. If no result is returned, contact the system administrator to check if the IP address is not blocked.
  4. Make sure that the trial period is still active or that you have a valid subscription. For more information, contact a service representative.
  5. Make sure that you are accessing the latest content. Clear the web browser cache and reload the page.
  6. Make sure that your web browser is configured correctly. If the problem persists, restart the web browser.
  7. Make sure that the date, time, and time zone are set correctly on your system.

Contacting Ricoh Support

If you need help with a RICOH Supervisor issue, you can contact a Ricoh support representative.

For technical support inside the United States, contact 1-877-318-8968. For all other regions, contact your Ricoh sales representative or technical specialist.

Parent topic: Troubleshooting and Support