# Error Message

### When Starting the Tool

Message | Cause | Solution
--- | --- | ---
RICOH Firmware Update Tool may have already been started. | An attempt was made to run a second instance of this tool. | Use the currently running instance of this tool or exit the current instance of the tool, and then start a new instance.
Unable to connect to Ricoh server. Check the connection settings. | Failed to connect to the Ricoh server from which to download the firmware or application. | On the [File] menu, click [Environment Settings], and then click [Execute...] under "Server Connection Test:". If "Result:" shows "Connecting Error", check and reconfigure "Proxy Settings" and "Download Server Select". If the problem persists, or if "Result:" shows "Connecting Success", contact your local dealer.

### When Adding a Device to the Listing Area

Message | Cause | Solution
--- | --- | ---
An authentication error occurred. | An error occurred when communicating to a device to be added. | On the [File] menu, click [Environment Settings]. Click the [SNMP Settings] tab, and then check the SNMP settings. Check the user name and password specified in "Administrator Authentication" when adding a device.
The device is not turned on. Or the device is not specified. | The device to be added was not turned on. The specified device was not found. | Turn on the device to be added. Check that the specified IP address is correct.

### When the Listing Area Shows an Error Message

Message | Cause | Solution
--- | --- | ---
Failed to obtain device information | An error occurred when communicating to a device to be added. | On the [File] menu, click [Environment Settings]. Click the [SNMP Settings] tab, and then check the SNMP settings. Check the user name and password specified in "Administrator Authentication" when adding a device.
Failed to obtain server information | An error occurred when communicating to the server from which to download the firmware or application. | On the [File] menu, click [Environment Settings], and then click [Execute...] under "Server Connection Test:". If "Result:" shows "Connecting Error", check and reconfigure "Proxy Settings" and "Download Server Select". If the problem persists, or if "Result:" shows "Connecting Success", contact your local dealer.
Failed at TLS communication | TLS communication to a device being added failed. | Use the following steps to configure the internet options: On Windows 10 Click the Windows [Start] button. Click [Windows System]. Click [Control Panel]. Select [Category] at "View by:". Click [Network and Internet]. Click [Internet Options]. Click the [Advanced] tab in the "Internet Properties" dialog box. Check "Use TLS 1.0", "Use TLS 1.1", or "Use TLS 1.2" as appropriate, and then click [OK]. Click [X] at the upper right end of the "Network and Internet" screen. On Windows 11 Click the Windows [Start] button. Click [All apps]. Click [Windows Tools]. Double click [Control Panel]. Select [Category] at "View by:". Click [Network and Internet]. Click [Internet Options]. Click the [Advanced] tab in the "Internet Properties" dialog box. Check "Use TLS 1.0", "Use TLS 1.1", or "Use TLS 1.2" as appropriate, and then click [OK]. Click [X] at the upper right end of the "Network and Internet" screen. When the firmware or application update is complete, revert the internet option settings to the original settings as appropriate.

### When Updating Firmware or Applications

Message | Cause | Solution
--- | --- | ---
Failed to update. | The system failed to update the firmware or application. | If power supply is interrupted due to a power failure, retry the update operation. If the retry fails, contact your local dealer.
Waiting for firmware update data... (Displayed on the control panel of the device being used.) | The system failed to receive firmware or application data. | On the [Device Operation] menu, click [Update Firmware/App...] to retry the update operation. Normally, the system can recover from the data waiting state.