Common Problems

If you encounter problems while using RICOH Supervisor Data Collector, you might be able to solve them by using the information in this section.

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: https://datacollector.app-ricohsoftware.com/account-details.json
  • Europe: https://datacollector.app-ricohsoftware.eu/account-details.json

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.

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 EFI 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.