› ControlSuite Clients › Unified Clients overview › Tungsten Unified Clients for Ricoh › Tungsten Unified Client for Ricoh SOP for AutoStore › Appendix: Additional configuration instructions › Troubleshooting

Troubleshooting

Issue Cause Solution
The Unified Client fails to connect to servers by SSL handshake issue. Device TLS settings and ControlSuite servers TLS settings might not be matched.
  • Use a network capture tool to verify the cipher suites which are used by device and server for SSL handshake.
  • Verify that the TLS ciphers on the servers matched with the ones sent from device.
On Ricoh IM C3000 devices, if you receive the message Log data capacity is full, then the DRS installation or uninstallation is stopped.
  • The installation hangs at the "Preparing device configuration" stage.
  • The uninstallation hangs at the "Resetting device configuration" stage.
 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.

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.
  • DRS fails to execute the Full Install action. Device is not reachable and requires a manual reboot to execute Full Install.
  • The message Device not reachable is received.
  • The TLS settings are changed on the device.
  • The IP address or the host name is not valid or the device is currently not visible on the network.
 TLS versions must match service on the Controller and service on JavaVM. Complete the following procedure:
  1. Change the TLS settings on JavaVM or change the TLS settings on the Controller.
  2. Reboot the device.

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 Tungsten to be supported.
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.