Troubleshooting
Issue | Cause | Solution |
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The Unified Client fails to connect to servers by SSL handshake issue. | Device TLS settings and ControlSuite servers TLS settings might not be matched. |
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On Ricoh IM C3000 devices, if you receive the message Log data capacity is full, then the DRS installation or uninstallation is stopped. |
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Clear the log file. |
Your device is having trouble connecting to DRS with an IPv6 address when configuring the Unified Client. | IPv6 addresses are only supported on Ricoh Gen 2.5
devices. Refer to the MFD and Productivity Supported Devices web page. |
If the device is not Gen 2.5, you must use IPv4 addresses. |
Home key on an MFP was not enabled by Assign as home key application Device setting. |
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You can enable the Home key manually on an MFP using the following procedure: |
Need to manually configure SP Modes on a device. |
SP Modes are normally configured by running on a device. |
You can manually configure SP Modes on a device using the following procedure: Tip: Also check if Baseline installation is an option and if it is inadvertently left as False. |
When accessing workflows, the user cannot perform scan and You do not have the privileges to use this function message appears. | SP Modes are set incorrectly. | You can manually configure SP Modes on a device using the following procedure: You must set Admin. Authentication to Off. |
Need to disable Print from USB on the MFP. | Print from USB is not tracked and no quotas or limits are applied. | You can manually disable print from USB/memory stick using the following procedure: |
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TLS versions must match service on the Controller and service on JavaVM.
Complete the following procedure:
For detailed instructions, see Change the TLS settings. |
When running Client Installer, Please wait... Ricoh Persistence Provider message is pending (unknown error). | The optional HDD from the device is missing. | The optional HDD is required to be installed on SFP and various MFP devices (for example, SP C842DN and MP C306) in order for to be supported. |
The Login button is not visible at the top right corner of the screen and the Welcome or Login screen is showing. The user is unable to login. | Pressing the Stop button at Welcome screen takes user interface into restricted mode. |
Complete the following procedure:
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An error message occurs when selecting Refresh Status. | Occurs due to a missing application package. | Ensure that complete application package is uploaded. |
After performing uninstallation, the device authentication settings were not reset completely in DRS. | Administrator authentication is set to ON. | Administrator authentication must be manually set to OFF to fully put the device back into factory settings. |