Xerox DOCUSP 50.XX manual

User Guide Xerox Do cument Servic es Platfo rm Seri es DocuSP Remote Serv ices 701P4413 4 June 20 05 V ersions 50.x x[...]

Prepar ed by: Xerox Co rpo ration Glob al Know ledg e and Langu age Ser vice s 800 P hi llip s Road 84 5-17S Webste r, New Y ork 1 4580 ©2005 by X erox Corporat ion. Al l ri ghts reserved. Copyr ight pro tecti on cla imed incl udes a ll form s and m atters o f copyri ghtable materi al and i nformat ion no w a llowed by statu tory ju dicial law or [...]

Table of contents User Guide i 1 What is DocuSP Remote Serv ices? Benefit s of Remote Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 2 How do I start u sing Remo te Services? Remote S ervices netwo rk con figuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . [...]

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

Use r Gu i de 1 1 What is DocuSP Re mote Services? DocuSP Remote Services is a W eb-based applica tion 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 quickly diagnos[...]

2 User Guide What is DocuSP Remote Services?[...]

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[...]

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 DocuSP controll er . Each type of user has dif fer ent access privil eges 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. ?[...]

User Guide 5 How do I start using Remote Servi ces? Support Request s Click [ Support Request s ] to displ ay a tabl e of requests Xerox Suppor t has forwarded to you. Executi on of these request s helps to ensure opti mum operabili ty of your print envi ronment. Dif ferent types of support r equests you may rec eive are: • Remote Monitor ing •[...]

6 User Guide How do I start usi ng Remote Services? Contact Click [ Cont act ] to open an automaticall y addressed email message yo u can send t o Xerox Support. Softwar e Updates Click [ Sof tware Up dates ] to download operating syst em patches, Remote Servi ce patc hes, and DocuSP patch es. This link appears on the Home page only when soft ware [...]

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[...]

8 User Guide How can I customize applicati on pref erenc es? • Automatic Synchr onization with Xerox is e nabled 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 for the change to [...]

User Guide 9 How can I customize application prefer ences? 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 will automatical ly be transfer red, use the T r ansfer T ime s elect ion a rrow s. The fi rst field indi cates the hour ,[...]

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 and FTP pr oxy servers : • HTTP Proxy Server • HTTP Proxy Port • FTP Proxy Server • FTP Proxy [...]

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[...]

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 [...]

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 [...]

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[...]

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[...]

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

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[...]

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 • Machine & Job If [...]

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[...]

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.[...]

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 dat a files is transfer red t o either your[...]

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 .[...]

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 [...]

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

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 [...]

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

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 [...]

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