Hot tip for GlobalScan support

[KenB]

Hi, Gang,

Just figured I'd throw this one out there.

If you have GlobalScan installed on a Ricoh machine and it always fails to authenticate the user, make sure that the MFP's clock is within 5 minutes of the domain controller's.

If they are off by more than that, authentication will fail; this is an AD security thing. (Tons of info on the Net about that.).

Also, the Time Offset must be the same. For instance, Eastern Standard Time (EST -5:00).

I had one a few days ago where the machine was set for "(-6:00)", and would always fail. It took a little while to figure that one out.

AFAIK, this can only be viewed and changed in WIM, although I would imagine it's buried somewhere in a seldom used SP.

The moral of the story is that I HIGHLY recommend setting your machine up to use a network time server - that way it can never become an issue.

[joshuadenmark]

Re: Hot tip for GlobalScan support

Thanks for this, kind of you to take the time sharing.

[ruben]

Re: Hot tip for GlobalScan support

Use telnet to add SNTP to the copier, as long as they have an SNTP server or you use an internet based one, then the copier is always up to date.

Use: msh> sntp server "ip address or hostname"
See: http://support.ricoh.com/bb_v1oi/pub...s/int/0154.htm

I use http://www.pool.ntp.org/en/ and try to use a longer polling time than the default (60 minutes), to reduce network usage.

[teebee1234]

Re: Hot tip for GlobalScan support

This was actually a network troubleshooting bug at the Ricoh STAR testing a few years ago in Atlanta. It was one of the final steps of a multi-part bug and I didn't figure it out until I had less than 5 minutes left. Not enough time tototally complete the troubleshooting and get 100% on it, but I had enough total points overall to win the trip to Costa Rica.

[slimslob]

Re: Hot tip for GlobalScan support

AFAIK, this can only be viewed and changed in WIM, although I would imagine it's buried somewhere in a seldom used SP.

SP 5302 for time offset. I use it every time I setup a new machine. It's right before the SP 5307 for setting up summer time.

[Cipher]

Re: Hot tip for GlobalScan support

Another tip for Globalscan.

Make sure the DNS is correct on the MFD and the connection is successful -or- leave it on 0.0.0.0 if no DNS is required.

Globalscan selections can pause for up to 15 seconds or so otherwise (that 15 seconds is probably the DNS timeout on a failed query / connection).

[KenB]

Re: Hot tip for GlobalScan support

Forgot to mention this earlier:

If you go to install / license a new GSNX Serverless MFP, and you get a message in the RIM tool that says to use the original license key that is on "the server" it is referring to Ricoh's licensing server.

No clear that you can perform will fix this - you'll need to contact the Ricoh help desk with the machine's serial number and have them release it.

Chances are that the machine was previously set up with GlobalScan, possibly either on a demo, trial, or on your demo room floor.