Xerox DOCUSP 50.XX User's Manual
Contents
1. Xerox Support Server Data transmitted to the Xerox Support Server must be associated to a log number before data transmission This number is provided by Xerox Support e Save to CD If desired the operator may store captured data using CD writer when one is available FTP Server If your system is functioning on a private network the operator may install the Remote Services Proxy agent which allows data communication between a private network and a Xerox FTP site a Enter the URL of the FTP server b Enter the path of the shared directory on the FTP server Enter the server user name Enter the server password which will automatically enable system login Click Apply New Settings to save the settings Or click Restore Settings if you do not want to modify settings and you want to return to the system default By default the Server Address Share Path Username and Password are blank User Guide How can customize application preferences Modify proxy server settings To modify proxy server settings 1 Select Home Setup Network Settings page 2 System administrators can modify the system settings of the HTTP and FTP proxy servers HTTP Proxy Server HTTP Proxy Port e FTP Proxy Server FTP Proxy Port Username distinct usernames may be utilized for HTTP Proxy and FTP Proxy e Password distinct passwords may be utilized for HTTP Proxy and FTP Proxy Connectivity informati2. job and machine data to Xerox Support Support Requests Software Updates accept download requests Xerox Support has forwarded to you Download operating system patches Remote Service patches and DocuSP patches Execution of these requests helps to ensure optimum operability of your print environment Support Access communicate with Xerox using a dynamic chat window and to enable permission based desktop sharing with either control or view only privileges MeterAssistant statistical summary table of automatic meter readings You can also manage the following options Select a Ul Language from the pull down menu User Guide How can customize application preferences Automatic Synchronization with Xerox is enabled by default You can enter or edit the Print Engine Serial Number NOTE Changing the serial number is not recommended and should only be performed in special cases by the CSE or if Xerox specifically asks for the change to occur 3 Click Apply New Settings Customize settings for data capture and transfer The Problem Reporting Settings page has an option that you can select to automatically delete captured data after it is transferred To specify settings for captured files 1 Select Home Problem Reporting Settings Select the Capture tab If you want to delete the captured files from your system after they are transferred to Xerox check the Remove Capture Data after Trans
3. and application information Remote Services features translate to benchmark productivity opportunities and machine up time User Guide What is DocuSP Remote Services 2 User Guide How do start using Remote Services After your Xerox customer representative installs and configures Remote Services you can immediately access the Home page The Home page provides links to all application features included within Remote Services NOTE For Remote Services registration information please refer to the Remote Services Setup Guide You can use the following links to access topics discussed in this section Remote Services network configuration User access Launching the Remote Services application Home page navigation Remote Services network configuration Before Remote Services is ready to provide full service settings for your network configuration need to be verified by your Xerox customer service representative If your system uses a proxy server settings to enable the network connection are defined as follows 1 Open the Remote Services Home Setup Network Settings page 2 Enter the HTTP Proxy Server HTTP Proxy Port user name and password 3 Click Apply New Settings Additionally your customer service representative must verify settings for IP Address Netmask Gateway and DNS Host on the Remote Services Home Setup Network Settings page As these settings are read only in the Remote Service
4. to a local FTP site or to a CD writer The Problem Reporting page displays the following options Capture Transfer Capture amp Transfer Files Ready for Transfer File Cleanup NOTE For information on the Capture and Transfer setup process see Customize settings for data capture and transfer If your system is not always connected to the network your site operator may store the data file on a local drive or CD When a network connection is established your operator can then use the Transfer feature to transmit the captured data NOTE Only one process per service may run at a time This procedure explains how to capture machine and or job data This procedure assumes you will transfer your machine and or job data to Xerox Support at a future time User Guide 17 How are problems identified and reported 18 To capture machine and or job data 1 4 Select Problem Reporting Capture Once the Capture window opens you are informed that the DFE must not be ripping or printing while a Data Capture is in progress Select a Data Type option e Machine Job Machine amp Job If you select Machine or Machine amp Job the following Machine capture options are available by expanding the Advanced Machine Data Type Settings menu Capture DFE Data Only Capture IOT Data Only Capture DFE amp IOT Data NOTE The Advanced Machine Data Type Settings menu is grayed out if Job is the Data
5. Type option selected If the Data Type option you select is Job or Machine amp Job you can select a Job Type and a Job ID from the drop lists These menus are unavailable if you select Machine as the Data Type Enter a Call Log ID number This field is blank by default NOTE 7he Call Log ID facilitates transmission tracking This information is provided by Xerox Support 5 Enter a Fault Code The Fault Code is the status or error message number provided by the DocuSP interface This field is optional and is blank by default Type in a description of the current issue that requires data capture The information you enter allows Xerox to better understand the issue This field is required and the capture process does not proceed until a problem description is entered Click the Start Capture button The dialog refreshes and shows the status of the capture process The status bar indicates the following states Preparing Data Capturing DFE Data if applicable e Capturing IOT Data if applicable Capture Completed Successfully If you want to terminate the capture process before completion click the Cancel Capture button User Guide Transfer How are problems identified and reported The Transfer utility enables your site operator to transmit previously captured data as described in the topic Capture There are several different ways to transfer captured data Data may be transferred directly to e
6. XEROX Xerox Document Services Platform Series DocuSP Remote Services Versions 50 xx User Guide 701P44134 June 2005 Prepared by Xerox Corporation Global Knowledge and Language Services 800 Phillips Road 845 17S Webster New York 14580 2005 by Xerox Corporation All rights reserved Copyright protection claimed includes all forms and matters of copyrightable material and information now allowed by statutory judicial law or hereinafter granted including without limitation material generated from the software programs which are displayed on the screen such as icons screen displays looks etc Printed in the United States of America XEROX and all Xerox product names mentioned in this publication are trademarks of XEROX CORPORATION One or more of the fonts listed within this document may be a registered trademark of Morisawa amp Company Ltd or DYNALAB Inc Changes are periodically made to this document Changes technical inaccuracies and typographic errors will be corrected in subsequent editions Table of contents What is DocuSP Remote Services Benefits of Remote Services 4 444 442 24 How do I start using Remote Services Remote Services network configuration USO ACCESS AR Duae xU we dU teda Aude DR MM E IE EHE Launching the Remote Services application Home page navigat
7. Xerox Support Server FTP site e CD writer NOTE The destination is set via the Problem Reporting Settings page Transfer tab To transfer machine and or job data to Xerox 1 Select either Problem Reporting Transfer or the Files Ready for Transfer link The Files to Transfer table opens This table has four columns of information the Call Log ID Type Capture Date and Status columns The Status column indicates whether the file is Not Transferred In Progress or Completed Select the file you want to transfer If desired you may click the arrow positioned before the File ID This expands the view and displays additional file information 4 Click the Start Transfer button If the system needs additional information a dialog box opens asking for additional information The system validates the transfer ID provided by Xerox Support and then transfers the files to either your Xerox Support Server an FTP site or to a CD writer as specified on the Problem Reporting Settings page Transfer tab If the files you want to transfer are more than 400 MB you are prompted to transfer the files to a CD writer 5 Once the transfer is completed you can choose to perform a New Capture New Transfer or Close Window by selecting that option User Guide 19 How are problems identified and reported Capture amp Transfer 20 To capture and transfer data to Xerox in a single step 1 Select Problem Repor
8. a wae eiae c diode EE 23 Is an activity history available Information provided on History page 25 User Guide Table of contents 9 How are software updates delivered Types of software updates 27 ii User Guide 1 What is DocuSP Remote Services DocuSP Remote Services is a Web based application that enables remote communication and support with Xerox Whenever you have service related questions or your printing environment is not running as smoothly as you want Remote Services can be used by you and Xerox to more quickly diagnose problems and deliver solutions Benefits of Remote Services Remote Services allows you to Provide data to the Xerox Customer Support personnel and Xerox engineering personnel on demand or automatically to facilitate rapid problem analysis and resolution Share either view only access to your desktop or share the control of your Remote Services cursor and desktop with Xerox Support Desktop sharing enables Xerox to troubleshoot problems and remotely install software updates for you This also allows Xerox to present remote demonstrations of new application features Use automated system Remote Monitoring This feature Xerox personnel may proactively access and analyze data on the Xerox server and allow solutions to be more quickly delivered Download software updates Receive new product
9. de e Patch ID Patch type Installation status Date Time stamp You may accept install or reject any update e To manually check the Xerox Support Server for new Software Updates click the Get New button New Software Updates may take a few minutes to arrive To accept and download an update Click the patch ID to highlight the row and then click the Accept button The software automatically downloads to your system With your permission Xerox Support will remotely install the patch e To reject an update and remove it from the list Click the patch ID to highlight the row and then click the Reject button A rejected update may be accepted at a later time To refresh the display to include Software Updates that have just arrived click the Refresh Table button User Guide 27 How are software updates delivered 28 User Guide
10. e Home page Click this link to open the Support Requests page You may either accept or reject any Support Request Support Requests you accept are downloaded to your system where Xerox Support can connect to your system and execute the request Different types of Support Requests that you may receive are e Remote Monitoring RM Data Capture amp Transfer Update Attributes Execute Script Download and Execute Script Software Updates Information included on the Support Requests page includes J D identifies the tracking number assigned Click an ID link to pop open additional details e Type classifies requests by OS or patch e Status indicates whether you have accepted completed or rejected the request Date Time indicates the date you received the request To accept or reject a request perform the following To accept and install an update click the desired row and click the Accept button To reject an update and remove a support request from the available list click the desired row and click the Reject button A rejected update may be accepted at a later time By default Remote Services checks for new Support Requests on startup and then once a day To manually check the Xerox Support Server for new Support Requests click the Get New button New Support Requests may take a few minutes to arrive To refresh the display to include Support Requests that have just arrived click the Refre
11. equest enables the Xerox Support team to execute an installed script For example you may be asked to execute a script that restores machinery to the factory settings User Guide Download and Execute Script Software Updates This Support Request enables the Xerox Support team to remotely load an additional script on a device and immediately initiate script execution Each time the Remote Services application opens the system checks for software updates from the Xerox Support Server Software updates can be accepted or rejected For additional information see How are software updates delivered User Guide 15 How does Xerox ensure quality support 16 User Guide Capture How are problems identified and reported How are problems identified and reported Xerox Support may identify and resolve most of your operational issues when you grant permission to observe or control your mouse and desktop through the Home Support Access page Sometimes however Xerox Support may need additional machine and or job data to more fully analyze your system The Home Problem Reporting page enables you to capture machine and or job data and then automatically transmit the additional data to Xerox Support You may either capture and transfer data to Xerox as it is being recorded or capture data at one point in time and then transfer the data file at another time Data may be transferred directly to your Xerox Support Server
12. fer checkbox This eliminates the redundant storage of the files on your system Or if you want to save the captured files clear the checkbox Enable Job Data Capture is enabled by default If the selection box is not marked the Job and Machine amp Job data types cannot be selected on the Capture or Capture amp Transfer pages To disable this feature remove the mark from the checkbox Note the directory location of the captured files This field is read only You can verify this location when you select files to transfer to Xerox Click Apply New Settings to save the settings Or click Restore Settings if you do not want to modify the capture settings and you want to restore the settings that were saved last To specify options for transferring data files Select Home Problem Reporting Settings Select the Transfer tab If you want to enable the periodic capture and transfer of systems Remote Services log data check the Enable User Guide How can I customize application preferences Remote Monitoring option Selecting the information icon opens a window that presents remote monitoring details If you want to specify the time that files will automatically be transferred use the Transfer Time selection arrows The first field indicates the hour the second field indicates minutes and the third field indicates AM or PM Specify the default delivery location of transferred files Options available are
13. if enabled presents transmission details of automated meter readings NOTE MeterAssistant is available on monochrome and highlight color printers only Setup identifies features of Remote Services that are enabled or disabled Contact email communication sent to Xerox Support The status of each task may be either Completed In Progress or Canceled Each task is give a Date Time Stamp which identifies the date and time you first received the task request To view recent updates to the History table click the Refresh button To clear the history log and refresh the table to its empty state click the Clear button User Guide 25 Is an activity history available 26 User Guide How are software updates delivered How are software updates delivered Each time the Remote Services application opens the system checks for software updates from the Xerox Support Server The Remote Services Home page provides a link to software updates whenever they become available Alternately you can access the Software Updates page via the Software Updates tab on the Home Support Requests page Types of software updates Software updates include e Operating System OS patches e Remote Services RS patches e DocuSP patches When a system search is complete a list of updates display The search filters the list to ensure compatibility with your site configuration Information provided with each update patch inclu
14. ion How can I customize application preferences Enable or disable application features Customize settings for data capture and transfer Modify proxy server settings 10 How do I request Xerox support Accept a Xerox request to enable desktop sharing 11 Email Contact 1 gg eec iux A RE MO ees aede d 12 How does Xerox ensure quality support Remote Monitoring RM 14 Data Capture amp Transfer 14 Update Attributes 2 rc DERI RE x uae ANIERE I cu cades Pia ctu 14 Execute Script 2228 eo Esa D ead EP MS SUN NS MN BR Rx eee Rai aus 14 Download and Execute Script 15 Software Updates 22d emu ecc lkd as Pec ouh d en YU a vee a dore Dx e ERE Roh dons 15 How are problems identified and reported ec cC cL 17 TEAPISIOE ee PR estie e Raster ups RC ae Ro RO DR En ES 19 Capture amp Transfer 20 Files Ready for Transfer 2 220 21 File Cleanup pr DU 21 Can I automatically submit meter readings MeterASSIStAnNt 25228 red Ru a eine ado arte uate ok
15. ists all captured files currently stored in the Data Capture Location Path directory specified on the Home Problem Reporting Settings Capture page The File Cleanup page has four columns of information Call Log ID Type Capture Date and Status The table entries are displayed by Capture Date which indicates the date of the attempted file transfer The most recent file transfer is located at the top of the column 2 To display file details click the expansion arrow 3 The Status column indicates the progress of the file transmission as either Transferred Not Transferred Canceled or Transmission Error Delete files by performing one of the following User Guide 21 How are problems identified and reported To delete a single file highlight the row and click Delete To delete all files listed in the table click Delete All 22 User Guide MeterAssistant Can automatically submit meter readings Remote Services includes the feature MeterAssistant When this feature is enabled all meters are automatically read and transmitted to Xerox and you do not need to call in your meter readings You can enable or disable the MeterAssistant feature on the Home Settings General page NOTE MeterAssistant is available on monochrome and highlight color printers only Once MeterAssistant is enabled you can visit the MeterAssistant page to verify the name and reading of each meter through the Home MeterAssi
16. nducts a preliminary investigation of your environment and needs additional data for further analysis User Guide How do start using Remote Services Link Description Support Requests Support Access Click Support Requests to display a table of requests Xerox Support has forwarded to you Execution of these requests helps to ensure optimum operability of your print environment Different types of support requests you may receive are Remote Monitoring Data Capture and Transfer Update Attributes e Execute Script Download and Execute Script e Software Updates Click Support Access to accept a verbal request from Xerox Support to activate two way online communication The Support Access page is used to communicate with Xerox using a dynamic chat window and to enable permission based desktop sharing with either desktop control or view only privileges MeterAssistant Click MeterAssistant to view a statistical summary table of automatic meter readings This feature is available on monochrome and highlight color printers only Click Setup to verify settings for the Remote Services proxy server and network settings History Click History to view a status table listing all service tasks you have received from Xerox Support User Guide How do start using Remote Services Link Description Contact Click Contact
17. nsfer button The dialog refreshes and shows the status of the capture process The status bar indicates the following states Preparing Data Capturing DFE Data if applicable User Guide 8 Capturing IOT Data if applicable Capture Completed Successfully If you want to terminate the capture process before completion click the Cancel Capture button When the capture process is complete file transmission begins automatically The machine and or job data files is transferred to either your Xerox Support Server an FTP site or to a CD writer as specified on the Problem Reporting Settings page If the files you want to transfer are more than 400 MB you are prompted to transfer the files to a CD writer A status bar displays and notifies you when the files have successfully been transferred To verify the successful transfer of data you can view the Home History page Files Ready for Transfer File Cleanup Each time the system successfully captures machine and or job data a link titled Files Ready for Transfer displays on the Home page Click this link to open the Files to Transfer table To transfer files listed in this table follow steps 2 through 4 in the topic Transfer Each time you capture and save machine and or job data a redundant copy of the files is stored on your system To delete these duplicate files 1 Select Home Problem Reporting File Cleanup The File Cleanup page l
18. on can be viewed and is read only 3 Click Apply New Settings 10 User Guide How do request Xerox support When you want to request assistance from Xerox Support you can call the Xerox Support Hotline through standard support procedures If Xerox Hotline support is unable to immediately resolve your issue or concern you will be asked to click the Home Support Access link to enable remote desktop sharing Desktop sharing enables Xerox to remotely troubleshoot problems quickly in real time You can also send Xerox an email message that describes your questions or comments through Remote Services Accept a Xerox request to enable desktop sharing To enable desktop sharing 1 Click Home Support Access A support dialog box opens eCare Support net pia Weliceme Te wCore Support 1 Plesse enter your irfcrmaton Z except Core Plugin ecam Pug ubnt 3 Chk zu Vie wii connect snc coilsborate mth you First Meme Lasi Marre Phan Emak Desoripiti om 2 Enter your name contact information and a description of your question or issue User Guide 11 How do request Xerox support Email Contact 12 3 Click Submit Your request is placed in a queue Your queue displays in the eCare Support dialog window When Xerox Support responds to queue a two way dynamic chat window opens Use this chat window for an instant text based conversation with Xerox Support If Xerox Suppor
19. s application the settings are edited through DocuSP Setup Once these settings are configured Remote Services is ready to provide full network service User Guide How do start using Remote Services User access There are four types of users who have access to the DocuSP controller Each type of user has different access privileges for Remote Services The following list presents the default settings for each user User Allowed access to Support Access History and Contacts Operator Access to all the features of a User and access to Problem Reporting and Support Requests CSE Customer Service Engineer Access to all system features except the ability to enable and disable features System Administrator Access to all system features Launching the Remote Services application All features included within Remote Services are accessible through the Home page To open the Remote Services Home page 1 Home page navigation Place your cursor outside the DocuSP GUI You may have to minimize the DocuSP GUI screen Press the Help key on your keyboard The Remote Services Home page opens The table that follows identifies each link located on the Home page and describes when to use each link Link Description Problem Reporting Click Problem Reporting to display options for capturing and transferring job and or machine data Data capture and transfer is usually necessary after Xerox co
20. sh Table button New entries are highlighted as New under the Refresh column User Guide 13 How does Xerox ensure quality support Remote Monitoring RM Remote Monitoring is a timer based script that automatically captures and transmits machine data to Xerox Support Job data is not captured using Remote Monitoring Collected machine data is transmitted to Xerox Support at regular intervals Xerox uses this information to identify and resolve issues When you receive a Remote Monitoring Support Request you only need to accept the request once The scheduled data collection and transfer will then occur automatically NOTE To protect your privacy Job data is not transmitted to Xerox at regular intervals Job data is transmitted only if a Job Capture is performed directly via the Capture or Capture amp Transfer page Data Capture amp Transfer Data Capture amp Transfer is a script that customers are asked to execute when additional job and machine data is required When Xerox Support needs additional data you will receive a Support Request Update Attributes Execute Script 14 The Update Attributes Support Request enables the Xerox Support team to remotely update device attributes Examples of device attributes typically included within this type of Support Request include enabled or disabled logging the frequency of Remote Monitoring RM or the canceling of a Support Request The Execute Script Support R
21. stant page This page will provide the following information The date and time of the last meter reading displays at the top of the page Meter Description lists the names of each machine meter Meters Transmitted displays the value of the last transmitted meter reading Current Meters displays the actual meter value To update the time and date of the last meter reading click the Update button The MeterAssistant billing table is read only You will be able to visit the Home History page to verify that meter readings have been successfully transmitted to Xerox User Guide 23 Can automatically submit meter readings 24 User Guide 8 Is an activity history available Information provided on History page The Remote Services History page contains a list of activities that have been performed To open the History page click the History link located on the Home page Capture amp Transfer capture and transfer of machine and or job data to Xerox Remote Monitoring if enabled presents periodic capture and transfer of systems Remote Services log data File Cleanup deletion of captured files after they are transmitted to Xerox Support Requests formerly called Service Request Accepted status of Support Requests received Remote Services Installation software updates installed Support Access sessions of interactive support and desktop sharing MeterAssistant formerly called Billing
22. t wants to view your desktop you will receive a Invite Observe or Invite Control request in the chat window e f Xerox Support needs to control your mouse and desktop you will receive a Invite Control message You may either accept or reject this invitation Invite Control enables Xerox Support to direct you to specific screen or menu locations or to directly resolve operational issues f Xerox Support wants to share your desktop with view only rights you will receive an Invite Observe message You may also accept or reject this invitation Invite Observe enables Xerox Support to remotely present training demonstrations When you want to communicate with Xerox Support without enabling desktop sharing you may send Xerox an email message from the Remote Services Home page To send a message to Xerox Support 1 Select Home Contact to open an email message that is automatically addressed to Xerox Support Enter a description of your issue into the Subject field Enter your text message Click Send Or if you want to close the message window without sending the message click Close Window User Guide How does Xerox ensure quality support To ensure and maintain optimum operability of your print environment Xerox Support may ask you to perform a specific task or action These requests are called Support Requests Each time Xerox sends you a Support Request a link to download the request is placed on th
23. ting Capture amp Transfer Once the Capture amp Transfer window opens you are informed that the DFE must not be ripping or printing while a Data Capture is in progress NOTE Required information fields are designated with an asterisk 2 4 Select a Data Type option Machine Job e Machine amp Job If you select Machine or Machine amp Job the following Machine capture options are available by expanding the Advanced Machine Data Type Settings menu Capture DFE Data Only Capture IOT Data Only Capture DFE amp IOT Data NOTE The Advanced Machine Data Type menu is grayed out if Job is the Data Type option selected If the Data Type option you select is Job or Machine amp Job you can select a Job Type and a Job ID from the drop lists These menus are unavailable if you select Machine as the Data Type Enter a Call Log ID number This field is blank by default NOTE 7he Call Log ID facilitates transmission tracking This information is provided by Xerox Support 5 Enter a Fault Code The Fault Code is the status or error message number provided by the DocuSP interface This field is optional and is blank by default Type in a description of the current issue that requires data capture The information you enter allows Xerox to better understand the issue This field is required and the capture process will not proceed until a problem description is entered Click the Start Capture amp Tra
24. to open an automatically addressed email message you can send to Xerox Support Software Updates Click Software Updates to download operating system patches Remote Service patches and DocuSP patches This link appears on the Home page only when software updates are available Alternately you can access the Software Updates page via the Software Updates tab on the Home Support Requests page User Guide How can I customize application preferences There are a number of default settings you may customize You may specify which application features are enabled or disabled You may specify default settings for data capture and transfer as well as network settings for your proxy server Enable or disable application features through the Home Setup General Settings page Customize settings for data capture and transfer as well as the timing of data transfer through the Home Problem Reporting Settings page Modify proxy server settings through the Home Setup Network Settings page Enable or disable application features To specify which features in Remote Services are enabled Select Home Setup Select the General Settings tab A list of features you may either enable or disable are listed on the page To enable a feature place a checkmark in the feature box Clear the check mark to disable a feature The features listed are Problem Reporting options for capturing and transferring
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