Check the response time of the server. If the response time is less than 20 seconds, an error message appears.
| Message displayed/ Cause | Resolution |
|---|---|
| [B4] Celiveo: ID update failed, please contact Administrator [B5] Celiveo: BILLING update failed, please contact Admin |
|
| Message displayed/ Cause | Resolution |
|---|---|
| [C1] No Hard Disk. Contact Admin [C15] Celiveo system error sync. Please reboot [C16] Celiveo print request failed Celiveo could not release the stored print job. |
Try the procedure again and delete the print job. |
| [C17] Celiveo: Hard disk operation failed. A hard disk read/write operation failed |
The disk might require reformatting or the disk might be defective.Note : During the product installation, this message can be ignored. |
Connectivity Issues
| Message displayed/ Cause | Resolution |
|---|---|
| [C23] Celiveo : IP Connection failed Celiveo could not establish an IP connection |
Check if the LAN connection is active at the device, routers and firewalls. check if the internal configuration page of the device can be accessed. |
| [C24] Your server does not respond. The Celiveo Server Services server hosting the print jobs did not answer requests. |
Check the network, routers, firewalls and the Celiveo Server Services version and status. |
| [C25] No response from the server. The CeliveoPull Printing server hosting the print jobs did not answer any requests from the device. |
|
| [C28] Celiveo: Read error from server. Celiveo Server Services received corrupted data from the server. |
|
| [C31] Celiveo: Write error from server The Celiveo Server Services server hosting the print jobs received incorrect data. |
|
| [C30] Invalid Celiveo Server The Celiveo Server Services server hosting the print jobs did not answer any requests or had sent incorrect data. |
Check the network, routers, firewalls and the version of Celiveo Server Services version and status.
|
| [G11] Invalid Celiveo Print Server Identification process between a Celiveo Server and Celiveo authentication failed. |
|
| [D14] The server is unreachable. The Celiveo Server Services server did not respond to the authentication request from the device. It may be because the Celiveo Server was unable to find the user details. |
Check the network, routers, firewalls and the Celiveo Server Services status. Check the connection between the device and the server. If the connection is broken, ensure that the settings (server IP and port number) are correct, and ensure that the connection to the server is restored. |
| [D15] The server is unreachable. The Celiveo Server Services server hosting the print jobs did not answer requests. It may be because the Celiveo Server hosting the print jobs is not available. This message is displayed when there is a failure to receive print jobs on the device. |
|
| [26] Failed to contact host The Celiveo Server Services server hosting the print jobs did not answer requests from the device. |
|
| [H17] Failed to contact host The device failed to contact the Authentication Gateway or Celiveo Pull Printing server to authenticate a user, or to print a job respectively. |
|
| [C19] Celiveo failed to post AUTH request The device failed to send authentication request to Celiveo Server Services. |
|
| [D14] or [D15] The server is unreachable This error is displayed mainly due to default device socket timeout which is lesser than the server response. |
Increase the device inactivity timeout. Check the DB gateway timeout and reduce the server response timeout. |
| [D29] Sorry, there was an error during the login process. Please authenticate again. The authentication server could not authenticate the user. This could be due to a failure to connect to the server, or authentication agent, or an invalid user credentials was submitted. |
Check the connection with the device and the server. If the connection is broken, ensure that the settings (server IP and port number) are correct and ensure that the connection to the server is restored. Try to login the user again with the correct credentials. Also, verify the settings in Celiveo Web Admin software. |
Enrollment-related Issues
| Message displayed/ Cause | Resolution |
|---|---|
| [H7] Pre-enrollment failed. Please contact Administrator. The user could not be validated against the enrolled user details in the user database, user directory or file enrollment authentication user files on the Authentication server. It could be because the card is already enrolled in the user database, user directory or file enrollment authentication user files. |
Check the connection between the device and the Authentication server that hosts the user database, user directory or file enrollment authentication user files. Check if the card is already enrolled in the user database, user directory or file enrollment authentication user files. |
| [H8] Unenrollment failed. Please contact Administrator. An enrolled user could not be un-enrolled from the user database, user directory, or file enrollment authentication user files on the authentication server. This could be due to the following reasons:
|
If the connection is broken, ensure that the settings (server IP and port number) are correct. Also ensure that the connection to the server is restored, and the database services are available. Check the user enrollment settings in the Enrollment & Roaming tab in Celiveo Web Admin Software. |
| [C100] Enrollment failed. A user could not be enrolled into the user database, user directory or file enrollment, authentication user files on the authentication server. This could be due to following reasons:
|
Other Messages
| Message displayed/ Cause | Resolution |
|---|---|
| [B11] Corrupted user list. Contact Admin The list of users and user IDs on the device is corrupted. |
Reload the users list to the device. |
| [C1] No hard disk. Contact Admin. There is no hard disk in the device. |
Contact the device vendor. |
| [C2] No ID List. Contact Admin The device has not been initialized with the users list. |
Use the Celiveo Web admin software to send a valid list to the device, or link to enrolment or to live LDAP validation. |
| [C4] Corrupted ID list. Contact Admin The user ID list is corrupted, as there could be unsupported special characters in the local ID list. |
Check to ensure that there are no unsupported special characters in the local ID list, then re-synchronize the device. |
| [C5] Corrupted BLG list. Contact Admin The billing list is corrupted, as there could be unsupported special characters in the billing list. |
|
| [C42] Celiveo: Please use Celiveo DIMM The device does not have a valid hardware license for Celiveo |
Please contact the Administrator or the Celiveo Support team. |
| [C26] Celiveo: Out of memory. Please reboot. The system ran out of memory. |
Reboot the device and notify support if this happens again. |
| [C58] Synch error, please reboot. The device failed to synchronize with Celiveo Web Admin software. |
Please reboot the device. |
Card Reader Error Messages
| Message displayed/ Cause | Resolution |
|---|---|
| [C65] error (Invalid badge). The badge is not compatible with the authentication parameters. |
Check the configuration:
|
| [C66] ID error (Transmission failure). Data received from the badge reader is corrupted. |
Re-authenticate or contact the Celiveo Support team if the problem occurs again. |
| [G3] Celiveo Failed to upgrade reader settings. The Smart Card reader could not get its parameters from the device. |
Re-generate the Smart Card configuration, then reboot the device. |
| [G4] Celiveo media error. The Smart Card reader is either defective or is not connected. |
Check the Smart Card reader connection to the device or please contact Administrator. |
| [G6] Celiveo ADK error. An unknown error that occurs internally in the device. |
Please contact the Administrator or the Celiveo Support. |
| [G12] Celiveo Invalid Card. The Smart Card is not sending the data to Celiveo Server Services. This may be because the Smart Card holder is not a valid user in the database. |
Check the Active Directory lookup for the Smart Card user profiles. |
| [G19] Celiveo Initialization failed. The device could not communicate with the Smart Card reader. |
Check if the reader is switched on. |
| [G23] Celiveo LDAP Error Configuration. The configured LDAP profile setting is incorrect |
Verify that the LDAP profile settings are correct. |
| [G24] Celiveo LDAP Error Data. The data retrieved from the LDAP profile is incorrect or corrupted. |
Verify that the LDAP profile configuration is correct. If the problem persists, please contact Celiveo Support. |
| [G25] Celiveo LDAP Error Connection. The LDAP connection is not working |
Check the LDAP Smart Card configuration settings. |
| [G29] Celiveo Invalid login and/or password. The login/passsword entered for the alternate authentication is incorrect. |
Check your network credentials. |
| [G30] Celiveo Failed to get user information. The Smart Card LDAP configuration is incorrect. |
Check the LDAP Smart Card configuration. |
| [H9] Failed to change your Card password. Please contact Administrator. The card password could not be successfully updated in Celiveo Server Services. |
Ensure that the user is adhering to the card password policy. Ensure that the Dual Factor settings are correctly configured in Celiveo Web Admin software. |
| No Reader Detected, shutdown the printer and plug a reader. This is expected behavior while the Celiveo solution is being loaded. |
Please wait for 5-10 minutes for the error message to disappear and the solution to be loaded. |
Last modified:
8 September 2020
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