Resolving "Admin password defined incorrectly" on Ricoh devices

The latest Cirros build checks that the administrator password held in the Cirros Dashboard matches the administrator password set on the Ricoh device. If they do not match, the device reports "Admin password defined incorrectly." This page shows you how to fix it using Web Image Monitor (WIM), the device's built-in web interface.

FieldDetail
Article typeTroubleshooting and how-to
Applies toRicoh multifunction devices (MFDs) managed by Cirros, on the latest Cirros build
AudienceIT administrators
Supportservicedesk@cirros.net

Symptom

  • The Cirros Dashboard or the device status shows "Admin password defined incorrectly."
  • Cirros cannot sign in to the Ricoh device for management and SNMP tasks.

Cause

The message appears when one of these is true:

  • The administrator password on the Ricoh device has been changed and no longer matches the password stored in Cirros.
  • No administrator password is recorded in Cirros for that device.

In short, the password Cirros has on file is either missing or out of date.

Why you use Web Image Monitor. Devices managed by Cirros are locked down, so the control-panel menus and the administrator sign-in are not available at the device. You fix this from a PC instead, using the device's IP address.

Resolution at a glance

  1. Find the IP address. Read it from the hidden Cirros information screen.
  2. Open Web Image Monitor. Browse to the device using that address.
  3. Check or change the password. Confirm the current administrator password, or set a known one.
  4. Update Cirros. Make sure Cirros holds the same password the device uses.

Step 1: find the device IP address

You can read the IP address from the hidden Cirros information screen. It needs no sign-in.

  1. Go to the Cirros home screen. This is the screen that shows the client logo.
  2. Tap the top-right corner. Tap repeatedly in the top-right corner of the touchscreen.
  3. Note the address. A hidden information screen appears. It shows update and feature options together with the device's IP address. Write the address down.

You only need the IP address from this screen. Do not change anything else on it.

Step 2: open Web Image Monitor

  1. Open a browser. Use a PC on the same network as the device.
  2. Enter the address. In the address bar, type http:// followed by the device IP address from step 1.
  3. Sign in. Select Login at the top right of the page, enter the administrator user name and password, then select Login again.

If sign-in works, the password you used is the current administrator password. Go to step 4 to tell Cirros. Use step 3 if you want to set a known value instead.

If sign-in fails and nobody knows the password, you cannot reset it from the control panel, because the device is locked down. Email servicedesk@cirros.net to arrange an administrator credential reset for the device.

Step 3: change the admin password in Web Image Monitor

Do this if you can sign in and want to set the password to a known value. For example, you might want it to match the value held in Cirros, or you might want to change it as part of a regular rotation.

  1. Sign in. Sign in to Web Image Monitor as the administrator, as in step 2.
  2. Open the configuration. Go to Device Management → Configuration.
  3. Find the administrator settings. Under Device Settings, open Program / Change Administrator.
  4. Choose the administrator entry. Find the one used for management, for example Administrator 1.
  5. Change the password. Next to Login Password, select Change. Enter the new password, then enter it again to confirm.
  6. Apply it. Select OK and apply the change. You may be signed out. Sign back in with the new password to check that it works.

If Administrator Authentication Management is enabled, the new password must meet any password policy you have set, such as a minimum length or complexity. You can find those settings under Device Settings on the same Configuration page.

Step 4: update Cirros

  • If you confirmed the existing password. Tell Cirros the current administrator password set for the device. Or, if you have permission, update the record in the Cirros Dashboard yourself, so the stored value matches the device.
  • If you changed the password. Give Cirros the new password, or update the Dashboard record.
  • Check the result. Allow the device to re-check on its next sync. Then confirm that the "Admin password defined incorrectly" status has cleared in the Dashboard.

Keep the password safe. Never send a password by plain email. Use a secure channel, such as an encrypted message or a secure portal that you have agreed with Cirros. Store the administrator password in your organisation's password manager.

Notes and best practice

  • Keep a record. Store the Ricoh administrator password in your organisation's secure password store. The Cirros check flags any later difference between the device and the Dashboard.
  • Be consistent. If your security policy allows it, use the same administrator password across the managed fleet. It makes enrolment simpler and cuts down these mismatches.
  • Use the Administrator login. Some Ricoh models also have a separate Supervisor login. Cirros uses the device Administrator login for web and SNMP management, not the Supervisor.
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