Troubleshooting

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.

Cannot access the application

Possible causes and solutions:

• The IP address is not 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.
• The port number is blocked. Check the port permission in the firewall settings or contact the system administrator.
• Restart the TotalFlow BatchBuilder services and check if they are actually running.

Cannot launch the application

After a system restart, the TotalFlow BatchBuilder application cannot be launched. Reinstall and start again the TotalFlow BatchBuilder application.

The Print Batch Ticket dialog is not launched

The browser blocks the pop-up windows. Refer to the browser documentation to configure the pop-up blocking settings.

Cannot display a PDF file

Possible causes and solutions:

• Adobe Acrobat Reader is not installed on your system. Go to the Adobe Web page to download the latest version of Adobe Acrobat Reader. Follow the on-screen instructions to install it on your system.
• The Adobe Acrobat Reader browser plug-in is not enabled. Check the browser settings to enable the PDF viewer.

The mapped network drives are not accessible

Possible causes and solutions:

• You might not have permission to access the network resource. Contact the system administrator to verify if you have permission to access the network drive.
• Check if the drive mapping can be done manually.

Cannot access the trace collector with the getLogs command

Possible causes and solutions:

• The command shell interface is not run with administrator privileges. Start the command shell interface using the Run as Administrator option.
• You are trying to run the command from the client machine. Connect to the host machine and run the command.

Cannot restart the application services

Possible causes and solutions:

• You need administrator privileges to restart the services.
  1. Go to Start→All programs→RICOH→TotalFlow BatchBuilder.
  2. Right-click Restart Services and select Run as Administrator.
• You are trying to restart the services from the client machine. Connect to the host machine and select Restart Services with administrator privileges.

The online restore failed and the application cannot be launched

After an online restore attempt, the TotalFlow BatchBuilder application cannot be launched. Open a command-line interface, manually restore the system, and start again the TotalFlow BatchBuilder application.

Application cannot connect to the server

After an online restore attempt, the TotalFlow BatchBuilder application cannot connect to the server and you receive an error. Verify if the TotalFlow BatchBuilder services are running. Open a command-line interface, manually restart the services from the <install_path>\bin using the Run as Administrator option.

I lost my password

To reset your administrator password, reinstall the application on the host machine. Before starting to update the files, you are prompted to enter the default user name and password. At this stage, you can reset the password.

TotalFlow BatchBuilder reverts to grace period

The TotalFlow BatchBuilder host name was changed after registration. Go to https://dl.ricohsoftware.com/ and login into the account to retrieve the new license file. After you downloaded the new license file, use the Manage Software Keys application to add it.

TotalFlow BatchBuilder cannot determine the number of pages in a file from an input hot folder

The hot folder name contains double-byte characters and the operating system language does not have DBCS support. Rename the folder using non-DBCS characters if the operating system is not installed in a language with DBCS support.

The TotalFlow BatchBuilder mapped network drives are not visible in My Computer

You are logged in with a user account different than the account used for initially mapping the network drive. Make sure that you are logged in using the same user account you used when you mapped the network drive. Some operating systems do not start the same services for different users. By default all services are running under the system credentials that are different than any other user account. A service that manages the mapping drives may create mappings that might or might not be visible to the other users, depending on the operating system.

The Volume Estimates section does not display the estimation

Some of the TotalFlow BatchBuilder job attributes are not correctly specified or they are missing. Each job within a batch must contain values for these attributes:

To calculate the speed in feet/hour or meters/hour

• Paper Height

• Pages

• Copies

• Pages per Side

• 1-Sided/2-Sided

Note: Depending on the selection you made at the installation time, the measurement system can be different.

To calculate the speed in sheets/hour

• Pages

• Copies

• Pages per Side

• 1-Sided/2-Sided

To calculate the total run time

• Sheets

• Paper Height

• Estimated Output Speed from select.filter/batch

Received and unknown error when running the Preflight option

Cancel the current Preflight process and run the Preflight option again using a different profile.

Printer status updates are not displayed

Make sure that the printer has a proper network configuration (including DNS, gateway, and network mask), in order to have the job state updated correctly. Status updates are sent by the printer, make sure that the firewall is not blocking communication with the printer.

The system stops running while performing a full backup, and the Dismiss button cannot be used:

1. Stop TotalFlow BatchBuilder services (TotalFlow BatchBuilder - Apache Tomcat web Server and RICOH TotalFlow BatchBuilder – Storage) by opening the folder where TotalFlow BatchBuilder is installed. Go to the bin folder, right-click stop.bat file and select Run as Administrator.
2. Delete the files: backup.pid, backup_progress.txt, and backup_persistence.txt.
3. Right-click start.bat file and select Run as Administrator.
4. If TotalFlow BatchBuilder is not accessible after running the start.bat file, restart the operating system.