How to get a capture file

Q: I need tech support with ExcelliPrint®. What should I have ready when I contact technical support?

A: Your serial number, which is in ExcelliPrint under Help > About and in the Brooks License Manager, and usually a capture file: a copy of the data your host sent, from which support can reproduce almost any problem.

ExcelliPrint 5.0 queues capture by default, so a capture of a recent job is usually there already.

1. Look in C:\ProgramData\Brooks Internet Software\XCP\capture. Captures are named with the date, time and port the job arrived on, and end in .ebc.
2. If there isn’t one (capture is off for the queue, or the job is older than the job history keeps), double-click the queue, tick Enable capture, and print the job again from the host.
3. Send the .ebc file to support with a description of what’s wrong and, if you can, the output and what you expected.

Captures contain the job’s full contents: handle them as you would the printed documents.

RPM Remote Print Manager® also supports capture files.