How to Report a Bug in CalderaRIP

Use this guide when reporting a bug in CalderaRIP. Providing system details, steps to reproduce the issue, logs, and relevant files helps our Support and Development teams investigate it.

Before you contact Support

Please include:

• Your operating system and version.
• Your Caldera version, available under Help > About this software.
• A readable screenshot of the software log history, available under Help > Software log history.
• A description of the issue, including the expected result and what happened instead.
• The exact steps to reproduce the issue. Include screenshots or, for complex procedures, a video.
• The tests you’ve performed, including any options or features you changed and whether each test affected the issue.

Collect the standard logs

In a terminal, run these commands to create log archives in your home directory:

tar -czf ~/calserver.log.tar.gz /var/log/caldera
tar -czf ~/cameleo.log.tar.gz ~/.cas/caldera.log

Attach both archives to your support request.

Include relevant files

When applicable, include the files needed to reproduce the issue, such as:

• Input images
• Profiles and presets
• Multilayer configurations
• Exportable module configurations

You may also need to retrieve:

~/.cas/CONFIGS
~/.cas/WORKFLOWS

Remove sensitive or customer-specific information before sharing files when appropriate. If files are too large to attach, contact Support to request a Dropbox upload link.

Describe how to reproduce the issue

Include each action needed to reproduce the problem, along with:

• The application’s initial state
• The module, printer, or workflow used
• The options selected or changed
• The input files used
• The expected result
• The actual result and any error messages

macOS crash reports

For a genuine crash, such as a SIGSEGV, macOS may provide a more useful report than the Caldera crash handler.

To enable macOS crash reporting, run:

touch /opt/caldera/lib/shared/system_catch_crash

Restart the Caldera services, reproduce the crash, and open Console:

open -a console

Attach the relevant macOS crash report to your support request.

Printer-driver logs

For a printer-driver issue, enable low-level reporting:

1. Open Module > Server Administration.
2. Select the affected printer and click Configure.
3. Open the Misc tab and enable Low-level report.
4. Click Proceed, then restart the driver.
5. Reproduce the issue and collect the applicable logs below.

Enable advanced driver debugging only when requested by Support or Development.

Mimaki

Logs are stored in:

/tmp/mimaki4_log/

To enable advanced debugging:

echo 4 > /opt/caldera/lib/shared/mimaki4-debug

Epson

Logs are stored in:

/tmp/Epson*
/tmp/lib_*
/tmp/epson6*

To enable advanced debugging:

echo 5 > /opt/caldera/lib/shared/epson6_logging_level

To enable the status dump:

touch /opt/caldera/lib/shared/epson6_dump_status_write

To archive the Epson logs:

tar -czf ~/epson_logs_archive.tar.gz /tmp/Epson* /tmp/lib_* /tmp/epson6*

HP

Logs are stored in:

/tmp/Caldera_*

To enable HP media synchronization logs, replace <ModelName> with your printer model:

touch /tmp/<ModelName>-Enable-PrinterMediaLogs
touch /opt/caldera/lib/shared/<ModelName>-Enable-PrinterMediaLogs

Also collect the internal database and quality file:

/opt/caldera/lib/shared/<printer-name>.hpdb
/opt/caldera/lib/shared/<printer-name>.qualities.txt

Module-specific logs

Fileman

To enable Fileman debugging, set a level:

echo X > /opt/caldera/lib/shared/fileman-debug

For example:

echo 4 > /opt/caldera/lib/shared/fileman-debug

Hotfolder and QuickPrint

To enable submission troubleshooting:

touch /opt/caldera/lib/shared/troubleshoot-submission-printjob

To set the batch-print debug level:

echo X > /opt/caldera/lib/shared/batch_print-debug

Levels 1–4 write ERROR, WARNING, INFO, or complete LOG output to /tmp/batch_print-_xxxxx.log. Levels 11–14 write the corresponding output to $HOME/.cas/caldera.log.

For example:

echo 4 > /opt/caldera/lib/shared/batch_print-debug

After reproducing the issue, collect the generated logs and attach them to your support request. If the log files are large, Caldera Support can provide an dropbox upload link.

Before submitting

• Confirm that you can reproduce the issue, if possible.
• Make sure you ran the relevant commands before reproducing it.
• Include the time when you reproduced the issue.
• Attach relevant screenshots, videos, logs, and reproduction files.
• Clearly state which troubleshooting steps changed the behavior.