Integration troubleshooting

Troubleshooting of integration from Dispatcher Phoenix to Dispatcher Paragon

When device modification in Dispatcher Phoenix is not propagated to Dispatcher Paragon, check the Dispatcher Phoenix App Log (Konica Minolta Dispatcher Phoenix application > Tools > Log Viewer... > Application Logs > MFD Registration Tool > App Log). In the App Log, there might be error message from the time when a device is modified. Following table shows the possible error message with eventual root cause of the problem and applicable resolutions.

Error message

Error cause

Resolution

[ERROR] PmClient - RES GET ... : ConnectFailure : Unable to connect to the remote server. Please check your server configuration or network connection.

Either there is a network connection issue between Dispatcher Phoenix and Dispatcher Paragon or the value of the Base URL field in Dispatcher Phoenix System Settings is not correct.

Check the value of the Base URL field in Dispatcher Phoenix System Settings.

Check the network connection between Dispatcher Phoenix and Dispatcher Paragon could be established correctly.

[ERROR] PmClient - RES GET ... : Unauthorized

There are wrong credentials entered in the Dispatcher Phoenix System Settings for the integration with Dispatcher Paragon.

Check the Username and Password fields in Dispatcher Phoenix System Settings. Check that user with these credentials is present in Dispatcher Paragon. Try to log in to Dispatcher Paragon with these credentials.

[ERROR] PmClient - RES GET ... : Unauthorized : {"errors":[{"title":"Unauthorized","status":401}]}

User used for the integration of Dispatcher Phoenix with Dispatcher Paragon does not have sufficient privileges or the super administrator account is used as an integration user.

Make sure to not use super administrator to integrate Dispatcher Phoenix with Dispatcher Paragon (check that Username is not admin in Dispatcher Phoenix System Settings).

Go to Dispatcher Paragon Management interface to Users > Users page. Find the user that should be used for the integration and check that he has all the required permissions for the integration.

[ERROR] PmClient - RES POST ... : BadRequest : {"errors":[{"title":"Bad Request","detail":"Template with given id does not exist.","status":400}]}

Device template ID in Dispatcher Paragon does not match the ID send in request or the device template with given ID does not exists.

Go to Dispatcher Paragon Management interface to Devices > Printer templates page. Check there is a device template present to be used for the device synchronization.

Check that the Unique ID field of the device template in Dispatcher Paragon matches the External Device Template ID field in the Dispatcher Phoenix System Settings.

[ERROR] PmClient - RES POST ... : BadRequest : {"errors":[{"source":{"pointer":"/data/attributes/networkAddress"},"title":"Device with given network address already exists."}]}

Device with given network address already exists in Dispatcher Paragon.

Device with given network address is most likely present in Dispatcher Paragon as reporting device. Such device cannot be synchronized with Dispatcher Phoenix and it has to be removed from Dispatcher Paragon in order to synchronize this device from Dispatcher Phoenix to Dispatcher Paragon.

[ERROR] PmClient - RES PATCH ... : BadRequest :{"errors":[{"source":{"pointer":"/data/attributes/lastModification"},"title":"Update rejected. The existing timestamp of the device is newer than the updated version."}] }

This means the device was updated at later time in Dispatcher Paragon then it was updated in Dispatcher Phoenix. Also, this can be caused by desynchronization of the system times when Dispatcher Phoenix and Dispatcher Paragon are deployed on separate servers.

Check the server system times where Dispatcher Phoenix and Dispatcher Paragon is installed.

Note that this can be expected behavior after temporal loss of network communication between Dispatcher Phoenix and Dispatcher Paragon.

[ERROR] PmClient - RES POST ... : BadRequest : 
{"errors":[{"source":{"pointer":"/data/id"},"title":"Resource with this UUID already exists."}]}

Caused when Phoenix is trying to create a device with UUID that exists in Paragon. Possible causes:

  1. Device with that UUID was previously in Paragon and is now removed.

  2. MFD in Paragon has been replaced (has now a new MAC address) -> Phoenix creates new device (as it has new MAC address). Any future change on the original device in Phoenix is rejected by Paragon.

  1. Device was removed from Paragon, but Phoenix does not allow removing registered devices through API - remove the device from Phoenix manually.

  2. Remove the original device in Phoenix. For more info about this case, visit Integration troubleshooting, case "MFD replacement in Paragon".

Actual error messages contain URL address

Note that the ... dots in the above table's error message column will be replaced by the actual URL address of the Dispatcher Paragon API endpoint. Example error message including URL address:

[ERROR] PmClient - RES GET http://10.0.0.10/api/v1/devices?size=unlimited&filter.macAddress=00-00-00-00-00-00 : Unauthorized : {"errors":[{"title":"Unauthorized","status":401}]}

What if there is no error message in Dispatcher Phoenix App Log

If there is no error message in Dispatcher Phoenix App Log it is likely that the integration from Dispatcher Phoenix to Dispatcher Paragon is disabled. Check the Dispatcher Phoenix System Settings that the Enable Dispatcher Paragon Integration checkbox is checked.

Troubleshooting of integration from Dispatcher Paragon to Dispatcher Phoenix

The status of the integration from Dispatcher Paragon to Dispatcher Phoenix can be checked in the Dispatcher Paragon Management interface on the Dashboard under System services widget. When the Dispatcher Phoenix integration status on the Dashboard is not shown as Running in Dispatcher Paragon this shows some problem with the integration setup from Dispatcher Paragon to Dispatcher Phoenix. The following table shows possible states the integration status might be in with possible root causes of the problem and applicable resolutions.

State of the integration status

Error cause

Resolution

Integration status is not shown at all

The integration status does not show when the integration with Dispatcher Phoenix is disabled or when the Dispatcher Paragon is not correctly licensed.

Check in Dispatcher Paragon System Configuration that the integration with Dispatcher Phoenix (property Konica Minolta Dispatcher Phoenix integration ) is set to Enabled .

Check that the license is correct by going to System > License information page. Under Licensed features section there should be "Konica Minolta OEM integration" feature.

Integration status is Stopped

The connection from Dispatcher Paragon to Dispatcher Phoenix could not be established or the integration is miss-configured.

In this case you need more info about why the integration is not working, you have to check logs to find out the actual root cause. Check the table below that shows possible error log message with possible resolutions.

Integration status is Warning

The connection from Dispatcher Paragon to Dispatcher Phoenix is working but there is a significant system time difference between both integrated applications.

Adjust the server system times where Dispatcher Paragon and Dispatcher Phoenix run.

It is possible to check the actual time difference form the Management interface. See the Dashboard System services on how to see the time difference and check the Integration guide on how to adjust the threshold.

For further logged information search in the Management Service application log.

Location of the Management Service log file

By default the log file is located in:

C:\DispatcherParagon\Management\logs\management-service.log

In the log file all the errors from communication with Dispatcher Phoenix are prefaced with the "An exception occurred when communicating with Dispatcher Phoenix endpoint" message. To find out the actual root cause of an error you have to navigate through the exception trace directly below the general error message. Following table shows possible error message with possible root cause of the problem and applicable resolutions.

Error message

Error cause

Resolution

HttpClientErrorException: 401 Unauthorized

The value of the Konica Minolta Dispatcher Phoenix API Secret field in Dispatcher Paragon System Configuration does not match the value of the Authentication Secret field in Dispatcher Phoenix System Settings or the system time in Dispatcher Phoenix is ahead of Dispatcher Paragon's time by more than 5 minutes.

Adjust the value of the Konica Minolta Dispatcher Phoenix API Secret field in Dispatcher Paragon System Configuration to match the value of the Authentication Secret field in Dispatcher Phoenix System Settings.

Check the systems times of the servers where Dispatcher Phoenix and Dispatcher Paragon is.

ConnectException

Either there is a network connection issue between Dispatcher Paragon and Dispatcher Phoenix or the value of the Konica Minolta Dispatcher Phoenix API URL field in Dispatcher Paragon System Configuration is not correct.

Check the value of the Konica Minolta Dispatcher Phoenix API URL field in Dispatcher Paragon System Configuration.
Check the network connection between Dispatcher Paragon and Dispatcher Phoenix could be established correctly.


Terminal applications troubleshooting

Either of the terminal applications cannot be installed

  • Make sure you are using supported MFD with supported firmware version (see MFD Supported List).

The button to switch to scan application is not present in Dispatcher Paragon print application

  • Make sure you are not using the Terminal mode Native in Dispatcher Paragon device configuration page.

  • Make sure the Dispatcher Phoenix scan application is installed on the MFD.

The button to switch between print and scan applications does not work

  • Make sure you have the latest recommended firmware installed on the MFD.

Accessing Dispatcher Phoenix scan terminal application still requires authentication

  • Make sure you have correctly set up LDAP integration in Dispatcher Phoenix (e.g. do not forget to restart the KMBS service). See How to integrate Dispatcher Phoenix and Dispatcher Paragon for more details.

  • Make sure that you correctly set the authentication method to Use MFD provided username to log in on given device in Dispatcher Phoenix.

  • Make sure that given user's username does not contain '@' (at) character. Or make sure that the '@' (at) character is followed by the correct domain name.

When accessing Dispatcher Phoenix terminal scan application, the application stops responding

  • Make sure that the user's username, you are logged in with, does not contain any non-ASCII characters.