Common Problems

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

Data Collector appears to be unregistered from the Cloud, your subscription is valid, and this instance of Data Collector has been previously registered

Your Data Collector may get into an unregistered state from the Cloud in case of a power outage, if the disk is full, or when 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 Dashboard 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 the 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 correctly loaded. Clean the browser cache and reload the page. Refer to your browser documentation for instructions on how to clean the cache and reload a page.

Make sure that your are using a supported browser that is properly configured.

Cannot launch the application

After a system restart, the Data Collector application cannot be launched.

If Ricoh Supervisor Data Collector does not launch after the computer restart, run Repair, then restart the computer again.

Or uninstall and reinstall Ricoh Supervisor Data Collector. Make sure that you do not select Delete the Data Collector from the cloud when you uninstall the application. Otherwise, any stored data is lost.

I lost my user name or password

Contact your company system administrator or your Ricoh specialist to retrieve your user name or password.

Cannot add, edit, or delete a data source

Make sure 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 application footer for details) or make sure 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 dialog in Data Collector

For Data Collector to find printers through Scan for Printers, you must first enable the SNMP v1/v2 protocol on the physical printer and then configure SNMP v1/v2 in Ricoh Supervisor Data Collector. To enable the SNMP v1/v2 protocol on the physical printer, refer to the printer documentation.

Make sure that the scanned printers are online.

Information about printer status is missing

Make sure that you enable the SNMP communication channel on the physical printer and that you configure Data Collector printers with the SNMP communication channel. To enable the SNMP communication channel on a physical printer, refer to 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 communication channel on the physical printer. To enable the SNMP communication channel on a physical printer, refer to the printer documentation.

Job names are displayed incorrectly

When Ricoh Supervisor Data Collector collects information from printers through SNMP, the job names are converted into characters of the code page that is set on printers. Job names with characters from a code page different from the printer language, might be displayed incorrectly. Make sure that the printer language and the language of job names belong to the same code page.

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 channel.

Access to Data Collector settings is allowed without authentication from Data Collector host server

You must secure the local access to the computer hosting the Data Collector, allowing access only to the authorized personnel.

Data Collector does not manage local data storage

If you enable the Store Data Locally feature in the General Settings tab, Data Collector creates a series of files with the data collected from the printers, into the specified location, each time new data is collected. It is your responsibility to process or remove the files.

Data Collector online Help system is not accessible

Data Collector online Help system can be viewed only from computers with Internet access. Enable Internet access on your computer or use the application on-screen field help for useful information.

Data collected from simplex or duplex jobs is not accurately reported, when using an SNMP communication channel

If you are submitting jobs with the same printing side, either simplex or duplex, make sure that they are all completed and reported as printed by the Data Collector, before submitting another lot of jobs with the same printing side.

If you want to print jobs with different printing sides, simplex and duplex, make sure that you submit each job one by one. After each submitted job is completed and reported as printed by the Data Collector, you can submit the next job.

Events are no longer received in the Cloud

Make sure that the Data Collector is online.

Disable the Store Data Locally toggle in the Data Collector settings.

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 Data Collector while Ricoh Supervisor is in maintenance are lost

If events are not stored locally and sent to the cloud after scheduled Ricoh Supervisor maintenance period, it might be because you have an older version of Data Collector. Update Ricoh Supervisor Data Collector to the latest version.

Data Collector is not connected to the cloud

Check your Internet connection and your proxy settings.