The Service Scout provides the HEIDELBERG Service team with information about the operations of your Prinect Production system. This information is saved in different files (log files, content data such as PDF or image files) and summarized in ZIP files and stored in predefined folders on the Prinect server. If there is an existing connection to the HEIDELBERG IoT platform, this data can be uploaded to the "Prinect IoT Platform" cloud app and used there by the HEIDELBERG Service for error analysis. See Data Upload. If there is no active connection to the HEIDELBERG IoT platform, you can provide this data to HEIDELBERG Service by contacting a service employee directly. You can check and configure the connection to the HEIDELBERG IoT platform in the "Administration > Heidelberg Cloud" view. See HEIDELBERG Cloud.
Open the "Service Scout" window
You open the "Service Scout" window in the main menu under "Help > Service Scout". Depending on which view of the cockpit is open when you open the Service Scout, different setting options are available:
•In the "Administration" view:
The Service Scout records problems that occur in connection with the configuration or installation of the Prinect workflow.
•In an open job:
The Service Scout records problems that occur in connection with the currently opened job. In addition to the logs and setting parameters, content data such as PDF documents, imposition schemes (layout files), etc. are also recorded.
In the following example, the "Administration" view was active when the menu command "Help > Service Scout" was called.
Note: We recommend that you modify these settings only in agreement with your local HEIDELBERG Service team.
"Max. age of files" list box
Here you select the time frame in which the service data is collected, i.e. "how old" the service files can be at most in order to be collected and transferred to the HEIDELBERG service.
Note: In general, if an error is detected in the Prinect workflow, you should call up the Service Scout as soon as possible and have it generate logs accordingly. In any case, you should ensure that the maximum age of the files entered covers the period from the occurrence of the error to the generation of the log.
If you specify a long period of time here, a corresponding amount of data will be collected, which may overload the storage device on which the service data is stored.
"Common Prinect Logs" option
If you enable this option, all logs related to general operations in the Prinect Production workflow will be saved. This option should always be enabled.
"Advanced CDM Logs" option
If you activate this option, additional protocols related to the machines connected via the "Central Device Manager (CDM)" are recorded. All offset printing machines, postpress machines or label printing machines (including Labelfire digital printing machines) are connected to the Prinect workflow via the Central Device Manager.
"Digital Printing Logs" option
If you activate this option, additional protocols that are generated with digital printing presses that are connected to the Prinect workflow in the "Administration > Digital printing presses" view, such as Versafire or Jetfire digital printing presses, are recorded. You can select the relevant digital printing press from the selection list. If several digital printing presses are connected to the Prinect workflow, you can select the "All" entry.
These settings affect the service-relevant files of the currently opened job. Capturing and saving this data is useful, for example, if a particular print job causes problems that do not occur in other jobs. The following job properties can be recorded:
•Documents and Pages
•Proof
•Plates
•Gang Pool
Here you can activate information about the status of the Prinect system for storage and later transfer:
•System Configuration
Current system configuration data
•ICC profiles
The ICC profiles saved in the system are transferred. You can enable this option only if "System Configuration" is enabled.
•Master Data
The master data (MDS) is transferred.
•Sanity Files
"Sanity files" are transmitted in order to solve performance issues. These are text files the Sanity Recorder collects and saves to the folder "[server name]\HD-Service\Service Tools\HDSanityRecorder".
Comment
This is where current information on the Prinect system is displayed and transmitted as a comment.
Split ZIP File
Here you can select the maximum size of a single ZIP file. The individual file size may be limited by certain requirements for data transfer to the service portal. If the file size of the ZIP files exceeds the set size, the entire data volume is divided into several ZIP files. In the list box you can set the size of the individual split ZIP files.
Prerequisite: This option is only displayed if the Prinect server or the Prinect system environment is connected to the HEIDELBERG customer portal and thus to the IoT platform via the Prinect Maintenance Center (PMC). Information on connecting the local Prinect system environment to the HEIDELBERG customer portal can be found in the PMC Online Help. See Administration" > HEIDELBERG Connection view.
If you activate the "Transfer Data for Problem Analysis to Heidelberger Druckmaschinen AG" option, the protocols configured in the Service Scout and, if applicable, document data are automatically transferred to the service area of the HEIDELBERG customer portal as soon as an error occurs in the operation of the Prinect workflow. If the error has already been reported to HEIDELBERG Service and you have received a service ticket number, we recommend that you enter the ticket number in the corresponding field.
If the local Prinect system is not connected to the HEIDELBERG IoT platform (the HEIDELBERG Cloud services) or the "Data upload" option is not activated, the data collected by the Service Scout can also be transferred to the HEIDELBERG Service, but you must then agree on each data transfer individually with the relevant service employee.
Collect Data and create ZIP Files
After confirming the dialog with "OK", the recording of the service-relevant data and the creation of the ZIP file(s) with the selected service log files and the saving of the data begins. If the "Data upload" option is not activated or not available, the data is saved on the Prinect server in the "HD-Service/PTScout" folder. If the "Data upload" option is activated, the data recorded by the Service Scout is transferred directly to the service area of the HEIDELBERG customer portal. See Data Upload.
After the ZIP files with the captured data have been saved, the process is displayed as "Finished":
With "Open Target Folder" you can open the storage location of the generated ZIP file. With "Close" you close the Service Scout window.
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