FAQ

1) Requirements

2) Data Collector can be started but no devices Discovered/Collected and show 01-01-2000 02:00:00 in Data Collector Settings tab:

   a) Proxy server used

   b) Firewall issue

   c) Anti Virus

3) Data collector offline even it is started

4) Data Collector can be started but no devices Discovered/Collected and show in settings current date eg. 10-10-2016 08:45:31

5) Data Collector status "Running - sleeping 39600 sec. before contacting server"

6) Data Collector error "Unspecified error"

7) Data Collector error "No more Data Collector slots"

8) Difficulty getting the DCA running on a specific Server?

9) Link to the FAQ with a more detailed troubleshooting Guide

1) Requirements:

Software requirements:

- Windows Vista SP2 (x86 and x64)

- Windows 7 SP1 (x86 and x64)

- Windows 8 (x86 and x64)

- Windows 10 (x86 and x64)

- Windows Server 2008 R2 SP1 (x64)

- Windows Server 2012 (x64)

- Windows Server 2012 R2 SP1 (x64)

- Windows Server 2016 (x64)

- Windows Server 2019 (x64)

Hardware requirements:
- 1 GHZ or faster processor
- 512 MB of RAM
- 10 MB of available hard disk space.

Prior to installation of Data Collector 2.3 you must install .NET Framework 4.72 (TLS 1.2) or higher.

A reboot is may be required after installation.

If not installed it can be downloaded during the installation of the Data Collector for PC.

Latest .NET Framework can also be downloaded from Microsoft website where also requirements for .Net Framework is listed: www.microsoft.com/net

2) Data Collector can be started but no devices Discovered/Collected and show 01-01-2000 02:00:00 in Data Collector Settings tab:

a) Proxy server used

- Check proxy settings in JADC and test settings
- Manually insert Proxy settings and test settings
- Define user on JetAdvice Data Collector Service with appropriate rights to access through a Proxy server
- If the customer uses proxy as a system policy no Proxy settings are needed in the JADC but the JetAdvice Data Collector Service need a user account which has appropriate rights to sign in to the customer’s network.

b) Firewall issue

Port Requirements from JetAdvice Data Collector Installation

* Only used for the troubleshooter

c) AntiVirus

- Disable Anti Virus software or make exceptions for JADC program and service
  - C:\Program Files (x86)\JetAdvice\Data Collector
  - C:\ProgramData\JetAdvice\Data Collector (hidden folder)
- JetAdvice Data Collector Service
- No user-defined on the PC/Server
- Define user on JetAdvice Data Collector Service with appropriate rights to access to customer’s network

3) Data collector offline even if it is started.

Define a User on JetAdvice Data Collector service:

Stop the Data Collector, open the services console to access the properties of the JetAdvice Data Collector service.

Change the setting on the Log On tab to "This Account" and use login credentials that have the privilege to access the necessary ports, press apply then restart the Data Collector.

If a user is already defined on the service the password could have expired.

4) Data Collector can be started but no devices Discovered/Collected and show in settings current date eg. 10-10-2016 08:45:31

a) SNMP v1 not enabled in printers network card
b) Community name not set to “public” in printers network card
c) Customers network do not allow SNMP v1 traffic on UDP port 161/162

5) Data Collector status "Running - sleeping 39600 sec. before contacting server"

a) There is defined a Billing end date on the account
   - If not possible to remove the Billing end date then send an email to support@euroform.com to get help
b) Please ensure also consider settings for Proxy, Firewall and Anti-Virus software as described in topic 2 of this FAQ.

6) Data Collector error "Unspecified error"

If Data Collector has been reinstalled then check if .Net Framework 4.72 or higher is installed
- If not, then uninstall the Data Collector before installing .Net Framework 4.72 and when .Net Framework 4.72 or higher is installed then rerun the Data Collector installation.

- If .Net Framework 4.72 or higher has been installed before installation of the data collector then make sure the PC or server do not have other windows updates recently installed which required a restart of the PC or server. If it is the case then a restart of the PC or server is needed before .Net Framework 4.72 or higher will work.

- Check if customer use Proxy server, see step 2a above to get help to Proxy settings.

7) Data Collector error "No more Data Collector slots"

a) There are no free Data Collector slots
b) Add a new Data Collector
c) Activate the current Data Collector
d) Unregister current Data Collector (Data Collector is re-installed)
  - No need to add new Data Collector when re-installing

8) Difficulty getting the DCA running on a specific Server?

Why? The server may be set up for simple File Server or no access to WAN.

Make sure to always start the data collector from its own program and not from Windows Services. This will ensure the data collector is automatically restarted when the server or PC is restarted/booted.

Define a user account (admin) with a password in JetAdvice Data Collector Service instead of using Local system.

Internal/External firewalls could be blocking ports 80 and 443, or even blocking all SNMP traffic on ports 161 and 162.

The server may just have been installed without full server functionality. Or it could be a specialized server with a unique
complex setup, multiple NIC’s or used as Domain controller making the DCA requirements difficult to manage.

Keep It Simple: Try quickly test installing with administrator rights on a PC/laptop that meets the basic requirements
- follow the Troubleshooting guide if there are any special needs to communicate out of the network to verify functionality.

After verifying success, then the Network Admin can go back to the server and manage the configurations to ensure the DCA can work since success has been established.

9) Link to the FAQ with a more detailed troubleshooting Guide: Data Collector Troubleshooting Guide