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Xerox 701P47393 manual

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  • Page 1

    User Guide Xerox F reeFlo w Print Se rver PrInteract Remote Se rvices 701P4739 3 Septembe r 2007 V ersions 60.x x[...]

  • Page 2

    Prepared by : Xerox Corporation Global Knowledge a nd Language Services 800 Phillips Road 218-01A W ebster , New Y ork 14580 ©2007 by Xerox Corporation. All rights reser ved. Copy right protection claimed includes all for ms and matters of copyri ghtable material and infor mation now allowed by s tatutory judicial law or hereinafter granted, inclu[...]

  • Page 3

    Table of contents User Guide i 1 What is PrInteract Remote Services? Benefit s of Remote Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 2 How do I start u sing Remote Service s? Remote S ervices netwo rk config uration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .[...]

  • Page 4

    T abl e of con tents ii User Guide 9 How are software u pdates delivered? Types of s oftware upd ates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27[...]

  • Page 5

    Use r Gu i de 1 1 What is PrInteract Remote Ser vices? PrIntera ct Remote Services is a W eb-based applicat i on that enables remo te communic ation and support wit h Xerox. Whenever you have service -related questio ns or your printing environment i s not running as smoothly as you want, Re mote Services ca n be used by you and Xerox to more quick[...]

  • Page 6

    2 User Guide Wha t is P rInt erac t Rem ote S erv ices?[...]

  • Page 7

    Use r Gu i de 3 2 How do I st art using Remote Services? Afte r your Xer ox customer representat ive inst alls an d configur es Remote Services, you can i mmediately access the Home p age. The Home page provides links to all applic ation features included within Remote Servi ces . NOTE: For Remote Servi ces registr ation inf ormation, pl ease refer[...]

  • Page 8

    4 User Guide How do I start usi ng Remote Services? User access There are four type s of users who have access to the FreeFlow Print Server . Each type of user has diff erent access priv ileges for Remote Servi ces. The foll owing list presents the defaul t settings for each user . • User : Allowed access to Support Access, History and Contact s.[...]

  • Page 9

    User Guide 5 How do I start using Remote Servi ces? Home p age naviga tion The t able that f ollows i dentifies eac h link loca ted on the Home page and descri bes when to use each link. Link Description Problem Reporti ng Click [ Problem Repor ting ] to displ ay options for capturin g and transf erring job and/or machine data. Data capt ure and tr[...]

  • Page 10

    6 User Guide How do I start usi ng Remote Services? Setup Click [ Setup ] t o veri fy s ettin gs f or th e Remote Servi ces proxy s erver and network set tings. History Click [ History ] to view a stat us t able listing all serv ice t asks you ha ve received fr om Xerox Support . Contact Click [ Cont act Informati on ] to view the inf ormation; Cus[...]

  • Page 11

    Use r Gu i de 7 3 How can I customize ap pli catio n preferences ? There are a number of default settings you may customize. Y ou may specify which appli cati on features are enabled or di sabl ed. Y ou may specify default settings for dat a capture and transf e r , as well as network setti ngs f or your proxy server . • Enable or disable appli c[...]

  • Page 12

    8 User Guide How can I customize applicati on pref erenc es? • Automatic Synchroni zation wit h Xerox Support Server is enabl ed by default. • Y ou can enter or edit t he Print Engine Serial Number . NOTE: Changing the serial number is not rec ommended, and should only be perf ormed in spec ial cases by the CSE or if Xerox specifical ly asks fo[...]

  • Page 13

    User Guide 9 How can I customize application prefer ences? 3. If you want to enab le the per iodic cap ture and t ransfer of systems Remote Servic es log data, check the [ Enable Remote Monitoring ] opti on. Sele cting the infor mation icon opens a wi ndow that present s remot e monitoring detail s. 4. If you want to specif y the time that files wi[...]

  • Page 14

    10 User Guide How can I customize applicati on pref erenc es? Modify proxy server settings T o modify proxy server setti ngs: 1. Select [ Home: Setup: Network Settings ] page. 2. System admini strators can modify t he system set tings of t he HTTP proxy server: • HTTP Proxy Server • HTTP Proxy Port • Username (distinct user names may be utili[...]

  • Page 15

    Use r Gu i de 11 4 How do I request Xerox support? When you want to request assis tance fro m Xerox Support , you can call the Xerox Support Hotl ine through st andard support procedures. If Xerox Hot line suppo rt is unabl e to immediatel y resolve your issue or con cern, you will be asked to click the [ Home: Support Access ] link to enable remot[...]

  • Page 16

    12 User Guide How do I request Xerox suppor t? 3. Click [ Submit ]. Y our request is plac ed in a queue.Y our queue displays in the eCare Support dialog window . When Xerox Support responds to queue, a two-way dynamic chat window opens . Use thi s chat wi ndow for an inst ant, text based conversati on wit h Xerox Support. If Xerox Support wants to [...]

  • Page 17

    Use r Gu i de 13 5 How do es Xerox ensure quality support? T o ensure and maintai n opti mum operability of your pri n t environment, Xerox Support may ask you to perform a specifi c task or action . These r eques ts ar e call ed Support Request s. Each time Xerox sends you a Support Request, a link to download the request is placed on the Home pa [...]

  • Page 18

    14 User Guide How does Xer ox ensure qual ity support ? Remote Monitoring (RM) Remote Monitor ing is a t imer-based scr ipt that aut omatically captures and transmit s machine d ata t o Xerox Suppor t. Job dat a is not captur ed using Remote Monitor ing. Collected ma chi ne data is transmit t ed to Xerox Support at regula r intervals. Xero x uses t[...]

  • Page 19

    Use r Gu i de 15 Download and Ex ecute Script This Support Request enables the Xerox Support team to remotely loa d an additional script on a device and immedi atel y initi ate scri pt executi on. Sof tware Up dates Each time the Remote Serv ices appli cation opens, the system checks for sof tware updates from the Xerox Support Server . Soft ware u[...]

  • Page 20

    16 User Guide How does Xer ox ensure qual ity support ?[...]

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    User Guide 17 How are problems identifi ed and reported? 6 How are problems identified and reported? Xerox Support may identif y and resolve most of your operati onal issues when you grant per missi on to observe or contro l your mouse and desktop through the [ Hom e: Support Access ] page. Sometimes, however , Xerox Support may need additi onal ma[...]

  • Page 22

    18 User Guide How are probl ems identifi ed and reported? T o capture machine and/or job data 1. Select [ Problem Reporting: Capture ]. Onc e the Capture window opens, you are inf ormed that the DFE must n ot be ripping or printi ng while a Dat a Ca pture is i n progress. 2. Select a Dat a T ype option: • Machine • Job • Remote Monitoring If [...]

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    User Guide 19 How are problems iden tified and report ed? T ransfer The T ransfer ut ility enables your sit e operator to transmit previousl y capt ured data as descr ibed in the topic, Capture . There are several dif fere n t ways to tr ansfer captured da t a. Data may be transferr ed directly to: • Xerox Support Server • FTP site • CD write[...]

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    20 User Guide How are probl ems identifi ed and reported? Capture & T ransfer T o capture and transfer dat a to Xerox i n a single step 1. Select [ Problem Reporting: Capture & T r ansfer ]. Onc e the Capture & T ransfe r window opens, you are infor me d that t he DFE must not be ripping or print ing while a Data Capture is in progress.[...]

  • Page 25

    Use r Gu i de 21 • Capturing IOT Dat a (if applicab le) • Capture Completed Succes sfully 8. If you want to termi nate the capture process befor e completion, click t he [ Cancel Capture ] butt on. When the capture process is complete, file transmissi on begins automatical ly . The machine and/or j ob da t a files is transfer red t o either you[...]

  • Page 26

    22 User Guide How are probl ems identifi ed and reported? • T o delete a single file highlight the row and cli ck Delete . • T o delete all files list ed in t he table, click Delete All .[...]

  • Page 27

    Use r Gu i de 23 7 Can I automa tically submit meter readings? Remote Services inc lud es the feature, MeterA ssi stant . When this feature is enabled, all met ers are a utomatically read and transmit ted to Xerox a nd you do not need to c all in your meter readings. Y ou can enable or disable t he MeterAssist ant f eature on the [ Home : Settings [...]

  • Page 28

    24 User Guide Can I automati cally submit meter readi ngs?[...]

  • Page 29

    Use r Gu i de 25 8 Is an activity history available? Information provided on Histor y p age The Remote Servi ces History p age c ont ains a list of act ivities t hat have been performed. T o open the History p age, click the [ History ] li nk loc ated on the Home page. • Capture & T ransfer –capture and t ransfer of mac hine and/or job dat [...]

  • Page 30

    26 User Guide Is an activit y hist or y available?[...]

  • Page 31

    User Guide 27 How are sof tware updates delivered? 9 How are sof tware up dates delivered? Each time the Remote Serv ices appli cation opens, the system checks for sof tware updates from the Xerox Support Server . The Remote Services Home pa ge provi des a link to soft wa re updat es whenever the y become avail able. Al ternately , you can ac cess [...]

  • Page 32

    28 User Guide How are soft ware updates del iv ered?[...]