11
Reboot the Fiery ES. If the Fiery ES does not reach the Idle state or any other issues remain, collect the related
information and contact technical support.
Collect troubleshooting information
Collecting the following information can help technical support provide efficient solutions.
1
Record or photograph the current status showing on the printer control panel.
2
If applicable, take a screenshot of the WebTools display.
3
If applicable, take a screenshot of the Command WorkStation display and any error messages.
4
Close and reopen Command WorkStation and take a screenshot of any error messages that display when it
restarts.
5
Record any error codes displayed on the two-digit LED on the Fiery ES.
6
Make a list of the actions taken immediately prior to the issue and after the issue was discovered.
7
If the issue is relating to a specific job, create a job error report.
Job error reports
If errors occur when the Fiery ES is processing or printing jobs, you can submit a job error report to Technical
Support.
The job error report captures important information for Technical Support to troubleshoot and resolve issues such
as job errors, system failures, or unexpected print output. Job error reports collect job files, logs, and information
about the Fiery ES.
When you create a job error report, Command WorkStation collects job files, logs, and information about the Fiery
ES, and saves them to a zip file. Before sending the zip file to Technical Support, you can remove any files contained
in the zip file for security purposes.
Note: Print jobs do not need to be in an error state for generating job error reports. You can create a job error report
for any jobs in the Held or Printed queues.
1 In Command WorkStation, select a job in the Printed or Held list.
2 On Windows, press Ctrl and right-click the job. On Mac OS, press Command and right-click the job.
3 In the shortcut menu, click Create Error Report.
4
Enter information about the job error.
a) Enter comments and any additional details in the text field, such as steps for Technical Support to reproduce
the error.
b) Optional: If desired, select Rasters to include in the report.
c) Optional: If desired, select E-mail log to include in the report.
d) Optional: Attach files to the report, such as a PS file.
Configuration and Setup
Troubleshooting
38
To Next Page
Loading...
