- 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
Why does the Firmware Date in the Device Details show Unknown
There are a couple of reasons why the Firmware date shows as Unknown.
- Most devices do not have the firmware date in their printer MIB data.
- The date found in the MIB may be in error and is filtered out by Infinite Device Management:
- the date shows as older than 1980
- the date shows as newer than the current calendar year
Please note: This field may be set manually but this will overwrite the value from the device if one is present.
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