You are stuck in your implementation and need help?
Does ELP not follow what you like to administrate?
Something does not work as expected?
You think you found a bug?
Oh yes, we know our manuals have more than 800 pages. Maybe the solution is only hard to find!
For installation problems, please have a look into the Installation Manuals.
For those of you who have a configuration problem, please have a look into the QA.pdf (Questions / Answers) document or click here for our extensively described Examples. Maybe you find the solution there.
If you still need help please follow those steps, our experience tells us, that 90% of all questions from our side could be answered, looking simply into your files..
- Set W-ELP into debug mode: start ELP Control Center -> open Configuration Tab -> click button Rule assistant -> Click on the checkbox debugging in top left and follow the steps described below.
- NOTE: Sometimes in the documentation (Self-training) you are asked to capture a data stream. In that case you simply need to enable the protocol.
However, then the log_mode=101, which will cause a big loss of performance if you have a virus scanner. So please remove the log_mode key after enabling debugging in the rule assistant after returning to the main Configuration Tab .
A. Steps for MS Windows platforms:
- Select the printer queue which you want to debug (or global for all queues).
- Enable the protocol if it's not enabled yet.
- Set the protocol retention days:
- This will create a scheduled tasks which deletes all protocol files. The scheduled task will be automatically deleted when you disable the protocol from within this dialog.
- Please use a positive value. 0 will delete all files immediately, which doesn´t make any sense. So it should be between 1 and 10000 (about 27 years). A typical value is 7.
- If you enter an invalid value (e.g. non-numeric), W-ELP will set the value automatically to 0.
- Send your test data stream to the printer queue (if you didn't print with debug mode enabled already)
- Please enter a problem description: the better you describe your issue, the easier it is to grasp the problem.
- Enter your contact details (e-mail and phone)
- Select the compression method (7zip or zip): 7zip provides a better compression, so your debug files should be smaller.
- Select the transfer mode of choice: Automatic HTTPS upload oder manual E-Mail transfer
- Click on the button "Generate protocol file". This button is not activated if you haven't printed yet with debugging enabled.
i. If you selected HTTPS transfer:
1. The file will be sent automatically to our support team and we will respond either via e-mail or via telephone and help you to solve your issues.
ii. If you selected E-Mail transfer:
2. As soon as our support team gets your e-mail with the debug files we will respond either via e-mail or via telephone and help you to solve your issues
Afterwards please turn the debugging function OFF as it can consume quite a lot of system resources.
B. Steps for Unix/Linux users:
If you use ELP only for Barcode printing, you may not have a start-up ini file defined. To check, please open your shell script and check for the -c and -d command line parameters.
If missing: please read the installation manual. -c/.../convert.ini and -d/... The path ... is in most implementations the same. Make also sure that all users and printing processes have write and create access to that directory.
Then add to the convert.ini, rule GLOBAL those keys, or change the provided ones:
Reprint the job once and check if the debug files: in_data.prn, out_data.prn and log_file.txt had been created. If not, then ELP did either not find the convert.ini file, or was not called.
To find out if ELP was executed, maybe add a new command line to your shell script: ECHO "ELP was executed" > /.../test.txt
Call the shell script once and check if the file is generated, delete it and try to print again from your application. If the test.txt file is not there, the shell script was not called or you have access problems. Otherwise if the ELP protocol files are still missing, the -c and/or -d parameter could be wrong typed in the command line.
If all files are available please do the same as the windows user, starting with position 2.
Hint for Windows users:
This function, beside the Archive-Function, can perfectly be used to collect and reprint data stream without the need of the application. You may copy the spool file <WORKPATH>\Debug\<PRINTERNAME>In_Data_<DATESERIAL>.prn into the W-ELP program folder (admin rights needed for that task) and rename with a .pcl suffix, e.g. Invoice.pcl. For reprinting open the Install Register Tab, right mouse click on the activated queue name and select "Send a test data stream" or use the button "Print demo file on selected printer".