KNOWLEDGE BASE ARTICLE

Ricoh Device App Doesn't Progress On Startup

If the Umango Ricoh embedded app is not progressing past the splash screen on the device panel, the issue is typically due to one of the following:

• Cookies are disabled in the NX Web Browser.
• The device is enforcing HTTPS connections when Umango is not configured with TLS.

Issue 1: Cookies Disabled

Ricoh may have changed the default cookie handling behavior in recent firmware updates. When cookies are not saved, the Umango application cannot persist session data, causing it to hang at startup.

Resolution:

1. Access the device's admin interface.
2. Select Device Management > Configuration > Screen > Screen
3. Navigate to Web Browser NX.
4. Set Save Cookie to Save.
5. Restart the Umango Windows service on the server.
6. Run another test from the Ricoh panel.

Issue 2: Device Enforces HTTPS When Umango Uses HTTP

If Umango is not configured for HTTPS and the Ricoh device is set to only allow secure connections, it may continuously retry the request without success.

Resolution:

1. Access the device's admin interface.
2. Select Device Management > Configuration > Security
3. Go to SSL/TLS settings.
4. Set Permit SSL/TLS Communication to Ciphertext/Cleartext.
5. Restart the Umango Windows service if needed.

Summary

Ensure the Ricoh device is configured to allow cookies and to accept cleartext (HTTP) connections if Umango is not using TLS. These settings are essential for proper operation of the embedded browser-based application.

Link to this article https://umango.com/KB?article=148