The Data Collector Appears to Be Unregistered from the Cloud, Your Subscription Is Valid, and This Instance of RICOH Supervisor Data Collector Has Been Previously Registered
Your data collector might get unregistered from the cloud if there is a power outage, the disk is full, or the internal database gets corrupted. The internal database is used for storing data source information until the data collector is connected to the cloud. Data source information might be lost during a power outage or if the disk is full.
Repeat the authentication steps in RICOH Supervisor and restore your data collector. Instead of selecting a new instance, select the data collector corresponding to your previous installation.
To prevent data loss:
- Make sure that you use an Uninterruptible Power Supply (UPS) for power outages.
- Limit access to the computer where RICOH Supervisor Data Collector is installed.
- Check your disk integrity and space availability periodically.
- It is recommended to keep your data collector connected to the cloud.
Incorrect Display of a Page
The page was not loaded correctly. Clean the web browser cache and reload the page. See your web browser documentation for instructions on how to clean the cache and reload a page.
Make sure that you are using a supported web browser that is properly configured.
Your Region Is Unreachable During the Installation
If the region where you want to store your data cannot be selected in the Choose Region dialog box, make sure that the proxy or firewall settings do not block access to the region URL:
- United States:
Cannot Launch the Application
If RICOH Supervisor Data Collector does not launch after you restart the computer, run Repair, then restart the computer again.
Or 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.
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.
Cannot Access the Application After Changing the RICOH Supervisor Data Collector Server IP Address or Host Name
To avoid issues, restart the RICOH Supervisor Data Collector server after you change its IP address or host name.
Cannot Access the Application on openSUSE
On openSUSE, make sure you install the insserv-compat package before installing RICOH Supervisor Data Collector. Install RICOH Supervisor Data Collector and restart the computer.
If RICOH Supervisor Data Collector was installed before the insserv-compat package, run Repair, then restart the computer again.
Events Are No Longer Received in the Cloud
Make sure that the data collector is online.
Disable the Store Data Locally option in the General Settings tab.
Disable power saving on the computer where RICOH Supervisor Data Collector is installed. Otherwise, the computer might enter sleep or power save mode and the communication with the cloud might be interrupted.
Events Collected by RICOH Supervisor Data Collector While RICOH Supervisor Is in Maintenance Are Lost
If events are not stored locally and sent to the cloud after the scheduled RICOH Supervisor maintenance period, you might have an older version of RICOH Supervisor Data Collector. Upgrade to the latest version.
The Data Collector Is Not Connected to the Cloud
Check your internet connection and your proxy settings.
Cannot Add, Edit, or Delete a Data Source
Make sure that you are connected to the cloud. When the data collector is not connected to the cloud, you cannot add, edit, or delete a data source.
Make sure that you still have available data sources. See the application footer for information on data source usage.
Make sure that you have appropriate user authority. Contact your Ricoh representative to verify the user role provided by your account.
Printers Are Not Automatically Discovered Through the Scan for Printers Function
For RICOH Supervisor Data Collector to find printers through the Scan for Printers function, you must first enable the SNMP v1/v2 protocol on the physical printer. For more information, see the printer documentation.
Make sure that the scanned printers are online.
Information About Printer Status Is Missing
Make sure that you enable the SNMP protocol on the physical printer and that you configure RICOH Supervisor Data Collector printers with the SNMP communication channel. For information on enabling SNMP on the printer, see the printer documentation.
Information About Jobs Is Missing
Make sure that you select the correct printer type for your printer model and enable the SNMP protocol on the physical printer. For information on enabling SNMP on the printer, see the printer documentation.
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 Fiery Cut Sheet Printer configuration.
Information About Ink or Roll Usage Is Missing
Make sure that you select the correct printer type for your printer model and enable the RICOH Productivity Tracker communication channel.
Access to RICOH Supervisor Data Collector Settings Is Allowed Without Authentication from the RICOH Supervisor Data Collector Host Server
You must secure the RICOH Supervisor Data Collector host server and allow access only to authorized personnel.
RICOH Supervisor Data Collector Does Not Manage Local Data Storage
If you enable the Store Data Locally option in the General Settings tab, RICOH Supervisor Data Collector creates a series of files with the data collected from the printers, in the specified location, each time new data is collected. It is your responsibility to process or remove the files.
Cannot Access the RICOH Supervisor Data Collector Online Help System
The RICOH Supervisor Data Collector online help system can be viewed only from computers with internet access. Enable internet access on your computer or use the on-screen field help for useful information.
Data Collected for 1-Sided or 2-Sided Jobs Is Not Accurately Reported Through SNMP
If you are submitting jobs with the same printing side, either 1-sided or 2-sided, make sure that they are all completed and reported as printed by RICOH Supervisor Data Collector, before submitting another set of jobs with the same printing side.
If you want to print jobs with different printing sides, 1-sided or 2-sided, make sure that you submit the jobs one by one. After each submitted job is completed and reported as printed by RICOH Supervisor Data Collector, you can submit the next job.
Performance Issues Caused by Insufficient Random Access Memory (RAM)
To avoid performance issues, we recommend that you register up to 15 printers for 4 GB available RAM.
If you want to monitor a larger number of printers, increase the available RAM or install additional data collectors.
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.