- Knowledge Base
- Where to find IDM documentation
- *** Optional ICE Configuration Features - IDM 3.27.0 and ICE 1.32.0 ***
- *** Updating ICE if Automatic Updates fail ***
-
Administration (including Dashboard)
- **Important Changes to the Bulk Device Update Format**
- Auditing Changes in Infinite Device Management
- Before deleting a customer or site in IDM read this KB!
- Behavior of the Supplies Network flag on your Dealer record.
- Can I create custom dashboard views and what are the steps for me to customize a Dashboard view?
- Can I customize the columns on Device Management pages?
- Can I un-delete a person after deleting them?
- Can the customer have separate Monthly Impression Allowance for Mono and Color?
- Details of the back up and disaster recovery process for the Infinite Device Management server
- Devices moving between sites on the Dashboard
- How does Infinite Device Management calculate actual costs where there is a device purchase price and amortization period?
- How does toner coverage work in Infinite Device Management?
- How do I create a new Dealer?
- How do I determine the last scan time of a site?
- How do I get to Site Details?
- How Long Before a Infinite Device Management Session Times Out?
- How to access the embedded web page of a device within Infinite Device Management
- How to change my password
- How to change the licensing level of devices
- How to create an Actual Cost Profile
- How to create a new Customer
- How to create a new Site
- How to create a user
- How to enable automatic updates
- How to manually add a device
- How to Populate Serial Number and Location fields for Printers
- How Long Before a Infinite Device Management Session Times Out?
- How to access the embedded web page of a device within Infinite Device Management
- How to set up a custom scan range
- How to use device history
- IDM User Privilege Matrix
- Infinite Device Management - Customer Deleted by Mistake
- Infinite Device Management Language Support
- I only have the name of the site, not the distributor or dealer, how do I go about finding the site in the large list of distributors?
- Summary of User Privileges in IDM
- Updating Device Tracking Levels in Bulk
- Using the Scope Selection in Infinite Device Manager
- What areas of Infinite Device Management can I brand?
- What are Site Details?
- What are the different types of ways to upload data to Infinite Device Management?
- What is the difference between Silver, Gold and Platinum Levels
- What is the purpose of Bulk Device Update?
- What is the purpose of Manual ICE Data Upload?
- What is the Recent Devices Chevron for?
- Where can I find the privacy policy for Infinite Device Management?
- Why does the Firmware Date in the Device Details show Unknown
- Working with Users in IDM
-
Alerting
- Can I have a Smart Alert Profile as a default profile for all devices?
- Can I keep track of multiple conditions being triggered?
- Can the Smart Alert Profile I created notify multiple people?
- Can toner ordering be integrated with our existing ticketing system?
- Custom Text in Alert Emails
- Days Remaining alert trigger - How it works and best practices.
- How does Infinite Device Management detect a Toner change?
- How to specify a Reply-to address in a Smart Alert email
- I am tracking a new device, how do I get the device to become part of my existing Smart Alert Profile?
- Infinite Device Management Service Alerts
- Machine Alert Codes
- What is the difference between Toner Level/Days Remaining Alerts and Toner Consolidation Alert
-
ICE and Scanning
- The signature of <file name> is corrupt or invalid - Internet Explorer or Edge Web Browsers
- Can ICE be configured not to collect the IP addresses of print devices?
- Can ICE be installed on 64 bit versions of Windows?
- Canon Counter Support
- Changes to Print Audit Web Server Certificates
- Do we track toner levels from devices without chips in the toner cartridges?
- Infinite Device Management - Information Collection Engine (ICE) Firewall and Proxy Server Information
- FM 3.2.0 - Changes to how HP devices are scanned
- How do I move the ICE software to a new machine?
- How To: Using a local configuration file with ICE
- How to activate the Information Collection Engine
- How to do a MIB walk/Embedded Screen Shot
- How to move the ICE engine from one computer to another within the same site
- How to Run the ICE Engine Scans as a Scheduled Task (Advanced)
- ICE and Windows 10
- I have disabled IP Address Tracking in the Information Collection Engine tab, why are there IP addresses in the ICE Logging?
- Information Collection Engine (ICE) Network Traffic Specifications
- Installation FAQ's for the Information Collection Engine (ICE)
- Is the Information Collection Engine compatible with IPv6
- Running ICE from the command line
- Sample ICE Upload
- Scan Ranges in Infinite Device Management - Best Practices
- SSL Certificate Errors and ICE
- What do the messages in the ICE Version field mean?
- What is the difference between Quick Scan and Discovery scan?
- Where can I get the version number of ICE?
-
IDM Troubleshooting
- Broadcast Addresses and 'Frankencopiers'
- Could not activate your license. The site is already licensed to another ICE
- Determining if ICE is running in a Virtual Machine from the reported MAC address
- Duplicate / phantom devices being reported by ICE
- Edimax devices keep showing up as New devices in the Dashboard.
- Error 1056 when trying to start the ICE Service
- Error 1500. Another installation is in progress
- Error 12175 on Activation or during scanning
- Error message when trying to activate ICE
- Firmware versions and their effect on ICE/IDM
- How to enable Debug Logging in ICE
- How to setup Canon debug logs
- How to Troubleshoot Stale Sites/Devices in Infinite Device Management
- HP Devices - when the device is in sleep mode the Toner Level will not be reported when accessed remotely
- ICE: Scans take too long
- ICE Error Messages
- In Infinite Device Management, the License Key for the site in question is empty, how do I obtain a License?
- Information Collection Engine (ICE) service URL
- Leading 0's in IP Address
- Location of ICE Log Files for Vista/Windows 7
- Location of the ICEConfig.xml file on Windows Vista and 7
- Model Matching in Infinite Device Management
- Negative Page Counts being reported by in Infinite Device Management or the Rapid Assessment Key
- Non-HP devices reported as an HP device
- Troubleshooting issues with the eAutomate connection
- What can Branding do for me?
- What does it mean when a device shows just a single green box with OK as opposed to the % of toner remaining?
- What do the "Failure Messages" in the eAutomate Report mean
- What is the IP address of the Infinite Device Management Server
- What is the purpose of the red exclamation icons that I see?
- What web browser applications are supported with Infinite Device Management?
- Where do Scan times come from?
- Why are the last scan dates different between the dashboard and device pages?
- Why a device may not be showing the correct toner level
- Why are the counts in my Reports different from the counts in the Device Details?
- Why can't end customers see "new" devices in the Dashboard
- Why can't I activate the ICE on another machine
- Why don't Wide Format (plotters) or Label printers show metrics in Infinite Device Management?
- Infinite Device Management, ICE and SNMPv3
- Local Tracking
-
Reporting
- Can a user delete a template?
- Can a user make a customizable template?
- Can I customize the columns that will show up in the report?
- Can I delete a Scheduled reporting template?
- Can I schedule reports?
- Can one select a customized range for reporting being generated?
- Can there be situations where the report will not deliverable?
- Can you pick multiple sites for a report?
- Can you save a template for future reporting?
- Date/Time and Number Locale Settings
- eAutomate Meter Source
- Formal Data Retention Policy for Infinite Device Management
- How can you specify range of dates for templates?
- How do you create a pie chart in Infinite Device Management?
- How to create a graphical report
- How to create a textual report
- LaCrosse Data Export Fails
- Manual History Events and Actual Cost Profiles
- What are the many delivery types available?
- What are the Report formats available?
- What is the purpose of Reporting Groups?
- Why is the Unknown/Other count in the Volume Breakdown by Device Function so high?
- What are Missing Models?
- What web browser applications are supported with Infinite Device Management?
- Receiving Web Services - A Primer
- What is the eAutomate (Web service) export
- Infinite Device Management and ICE
Changes to Print Audit Web Server Certificates
What changed and when?
Print Audit changed it's web server certificates to use SHA-2 on April 7th, 2016.
Why is it changing?
Many websites use an algorithm called SHA-1 in signing their security certificates but this technology is nearly 20 years old. SHA-1 is being phased out officially by companies such as Microsoft and Google. Print Audit, in keeping with industry-wide best practices, will be upgrading our security certificates to use the newer and more secure SHA-2.
How does the change affect me or my customers?
For computers with Windows Vista, Windows Server 2008 or better, you won’t notice any change. Support for SHA-2 based certificates is already built into these operating systems. For older versions of Windows, you will need to verify that they have the required hotfix or service patch to use SHA-2 based certificates.
Windows XP - requires SP3.
Windows Server 2003 - requires SP1 or SP2 and Microsoft Hotfix 938397.
If these aren’t applied, the computer may be unable to validate the certificate when connecting to any web site using SHA-2 based certificates for SSL (secure HTTP).
For additional information regarding SHA-2 compatible operating systems and web browsers, please visit the following site: https://www.digicert.com/sha-2-compatibility.htm
What Print Audit Products will be Affected?
ICE software installed on the older Windows operating systems mentioned above may generate the following error:
ICE was unable to verify your license: Soap call "VerifyLicense" failed. Error: Unexpected error occurred: 12175.

This error occurs whenever the ICE software is unable to properly authenticate to the Facilities Manager server.
You will be unable to access Facilities Manager using older browsers or older operating systems that are not SHA-2 compatible as mentioned above.
Other Print Audit products should be unaffected by this update. However we recommend that customers still ensure that older Windows operating systems have the latest updates applied.
What else may cause certificate problems?
Print Audit servers use GoDaddy as our certificate authority. Windows updates would normally include GoDaddy as a Trusted Certificate Authority but it is possible for these updates to be disabled or not applied. To check that the computer running any Print Audit product is able to use GoDaddy certificates, please click here.
How did we do with this article?
Infinite Device Management
- Knowledge Base
- Where to find IDM documentation
- *** Optional ICE Configuration Features - IDM 3.27.0 and ICE 1.32.0 ***
- *** Updating ICE if Automatic Updates fail ***
-
Administration (including Dashboard)
- **Important Changes to the Bulk Device Update Format**
- Auditing Changes in Infinite Device Management
- Before deleting a customer or site in IDM read this KB!
- Behavior of the Supplies Network flag on your Dealer record.
- Can I create custom dashboard views and what are the steps for me to customize a Dashboard view?
- Can I customize the columns on Device Management pages?
- Can I un-delete a person after deleting them?
- Can the customer have separate Monthly Impression Allowance for Mono and Color?
- Details of the back up and disaster recovery process for the Infinite Device Management server
- Devices moving between sites on the Dashboard
- How does Infinite Device Management calculate actual costs where there is a device purchase price and amortization period?
- How does toner coverage work in Infinite Device Management?
- How do I create a new Dealer?
- How do I determine the last scan time of a site?
- How do I get to Site Details?
- How Long Before a Infinite Device Management Session Times Out?
- How to access the embedded web page of a device within Infinite Device Management
- How to change my password
- How to change the licensing level of devices
- How to create an Actual Cost Profile
- How to create a new Customer
- How to create a new Site
- How to create a user
- How to enable automatic updates
- How to manually add a device
- How to Populate Serial Number and Location fields for Printers
- How Long Before a Infinite Device Management Session Times Out?
- How to access the embedded web page of a device within Infinite Device Management
- How to set up a custom scan range
- How to use device history
- IDM User Privilege Matrix
- Infinite Device Management - Customer Deleted by Mistake
- Infinite Device Management Language Support
- I only have the name of the site, not the distributor or dealer, how do I go about finding the site in the large list of distributors?
- Summary of User Privileges in IDM
- Updating Device Tracking Levels in Bulk
- Using the Scope Selection in Infinite Device Manager
- What areas of Infinite Device Management can I brand?
- What are Site Details?
- What are the different types of ways to upload data to Infinite Device Management?
- What is the difference between Silver, Gold and Platinum Levels
- What is the purpose of Bulk Device Update?
- What is the purpose of Manual ICE Data Upload?
- What is the Recent Devices Chevron for?
- Where can I find the privacy policy for Infinite Device Management?
- Why does the Firmware Date in the Device Details show Unknown
- Working with Users in IDM
-
Alerting
- Can I have a Smart Alert Profile as a default profile for all devices?
- Can I keep track of multiple conditions being triggered?
- Can the Smart Alert Profile I created notify multiple people?
- Can toner ordering be integrated with our existing ticketing system?
- Custom Text in Alert Emails
- Days Remaining alert trigger - How it works and best practices.
- How does Infinite Device Management detect a Toner change?
- How to specify a Reply-to address in a Smart Alert email
- I am tracking a new device, how do I get the device to become part of my existing Smart Alert Profile?
- Infinite Device Management Service Alerts
- Machine Alert Codes
- What is the difference between Toner Level/Days Remaining Alerts and Toner Consolidation Alert
-
ICE and Scanning
- The signature of <file name> is corrupt or invalid - Internet Explorer or Edge Web Browsers
- Can ICE be configured not to collect the IP addresses of print devices?
- Can ICE be installed on 64 bit versions of Windows?
- Canon Counter Support
- Changes to Print Audit Web Server Certificates
- Do we track toner levels from devices without chips in the toner cartridges?
- Infinite Device Management - Information Collection Engine (ICE) Firewall and Proxy Server Information
- FM 3.2.0 - Changes to how HP devices are scanned
- How do I move the ICE software to a new machine?
- How To: Using a local configuration file with ICE
- How to activate the Information Collection Engine
- How to do a MIB walk/Embedded Screen Shot
- How to move the ICE engine from one computer to another within the same site
- How to Run the ICE Engine Scans as a Scheduled Task (Advanced)
- ICE and Windows 10
- I have disabled IP Address Tracking in the Information Collection Engine tab, why are there IP addresses in the ICE Logging?
- Information Collection Engine (ICE) Network Traffic Specifications
- Installation FAQ's for the Information Collection Engine (ICE)
- Is the Information Collection Engine compatible with IPv6
- Running ICE from the command line
- Sample ICE Upload
- Scan Ranges in Infinite Device Management - Best Practices
- SSL Certificate Errors and ICE
- What do the messages in the ICE Version field mean?
- What is the difference between Quick Scan and Discovery scan?
- Where can I get the version number of ICE?
-
IDM Troubleshooting
- Broadcast Addresses and 'Frankencopiers'
- Could not activate your license. The site is already licensed to another ICE
- Determining if ICE is running in a Virtual Machine from the reported MAC address
- Duplicate / phantom devices being reported by ICE
- Edimax devices keep showing up as New devices in the Dashboard.
- Error 1056 when trying to start the ICE Service
- Error 1500. Another installation is in progress
- Error 12175 on Activation or during scanning
- Error message when trying to activate ICE
- Firmware versions and their effect on ICE/IDM
- How to enable Debug Logging in ICE
- How to setup Canon debug logs
- How to Troubleshoot Stale Sites/Devices in Infinite Device Management
- HP Devices - when the device is in sleep mode the Toner Level will not be reported when accessed remotely
- ICE: Scans take too long
- ICE Error Messages
- In Infinite Device Management, the License Key for the site in question is empty, how do I obtain a License?
- Information Collection Engine (ICE) service URL
- Leading 0's in IP Address
- Location of ICE Log Files for Vista/Windows 7
- Location of the ICEConfig.xml file on Windows Vista and 7
- Model Matching in Infinite Device Management
- Negative Page Counts being reported by in Infinite Device Management or the Rapid Assessment Key
- Non-HP devices reported as an HP device
- Troubleshooting issues with the eAutomate connection
- What can Branding do for me?
- What does it mean when a device shows just a single green box with OK as opposed to the % of toner remaining?
- What do the "Failure Messages" in the eAutomate Report mean
- What is the IP address of the Infinite Device Management Server
- What is the purpose of the red exclamation icons that I see?
- What web browser applications are supported with Infinite Device Management?
- Where do Scan times come from?
- Why are the last scan dates different between the dashboard and device pages?
- Why a device may not be showing the correct toner level
- Why are the counts in my Reports different from the counts in the Device Details?
- Why can't end customers see "new" devices in the Dashboard
- Why can't I activate the ICE on another machine
- Why don't Wide Format (plotters) or Label printers show metrics in Infinite Device Management?
- Infinite Device Management, ICE and SNMPv3
- Local Tracking
-
Reporting
- Can a user delete a template?
- Can a user make a customizable template?
- Can I customize the columns that will show up in the report?
- Can I delete a Scheduled reporting template?
- Can I schedule reports?
- Can one select a customized range for reporting being generated?
- Can there be situations where the report will not deliverable?
- Can you pick multiple sites for a report?
- Can you save a template for future reporting?
- Date/Time and Number Locale Settings
- eAutomate Meter Source
- Formal Data Retention Policy for Infinite Device Management
- How can you specify range of dates for templates?
- How do you create a pie chart in Infinite Device Management?
- How to create a graphical report
- How to create a textual report
- LaCrosse Data Export Fails
- Manual History Events and Actual Cost Profiles
- What are the many delivery types available?
- What are the Report formats available?
- What is the purpose of Reporting Groups?
- Why is the Unknown/Other count in the Volume Breakdown by Device Function so high?
- What are Missing Models?
- What web browser applications are supported with Infinite Device Management?
- Receiving Web Services - A Primer
- What is the eAutomate (Web service) export
- Infinite Device Management and ICE