5 Troubleshooting
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5.1 SafeCom Help Desk Assistant
We want your SafeCom solution to be one that reduces not only print costs, but
is also easy to support. In the following you will find useful troubleshoot hints.
The most common problems reported by end-users have been compiled into an
online SafeCom Help Desk Assistant available at safecom.eu/help
5.2 Servlets
SafeCom has implemented two servlets to improve diagnostics data in SafeCom
Device Server:
/debug/dump/heap
/debug/dump/threads
Enter the path to the SafeCom Device Server in a browser followed by the
paths to the servlets.
Example: http://<DeviceServerAddress>:8080/debug/dump/heap
Note: These servlets have been implemented in order to assist SafeCom
Support in diagnosing severe failures regarding SafeCom Device Server.
Therefore we recommend only making the thread and heap dump on request
from SafeCom Support Technician.
5.3 SafeCom Administrator: Unable to locate all
SafeCom devices
1. In SafeCom Administrator click on the Preferences menu, Options and
verify that the list of Broadcasts addresses on the Network tab is
correct.
2. Check that the LAN LED on the front of the SafeCom Controller is solid on
as this indicates that it has an IP address.
3. Contact a network administrator that has access to the DHCP server.
Obtain the SafeCom Controller’s MAC address. It is printed on the white
label on the bottom of the SafeCom Controller. The MAC address is a 12-
digit hexadecimal number. Example: 00C076FF00F2. The network
administrator can login to the DHCP server and see the IP address that is
assigned to the SafeCom Controller.
Once you have the IP address click Add device… in SafeCom
Administrator.
5.4 Copy jobs are not tracked
Please check the following: