User’s Guide Request Help ENG Version B
Copyright Copyright © 2019 Brother Industries, Ltd. All rights reserved. Information in this document is subject to change without notice. The screens in this document are for illustration purposes only and may differ from the actual screens. The software described in this document is furnished under licence agreements. The software may be used or copied only in accordance with the terms of those agreements.
Table of Contents 1 Background 1 2 Configuration 2 2.1 Creating and editing JSON files ............................................................................................................. 2 2.2 Settings ................................................................................................................................................... 3 2.3 Deploying the configuration file ...........................................................................................................
1 Background 1 The Brother “Request Help” software solution allows users to request technical assistance from their network-connected machines. Such requests, which include additional diagnostic information, are then emailed to a designated Brother dealer or IT administrator who can then analyse them to efficiently troubleshoot the user’s machine. Features Adds the “Request Help” button to the machine’s Services menu.
2 Configuration To configure a service solution component, prepare a correct JSON (JavaScript Object Notation) settings file, and then send it to the target machine using the Brother Mass Deployment Tool. 2.1 Creating and editing JSON files JSON is an open standard that allows you to specify your own settings without having to understand PCL or PJL commands. Any JSON-supported text editor can be used to create and edit settings files.
2.2 Settings 2.2.1 Email settings Name smtp_server_address smtp_server_port smtp_server_authentication_method smtp_auth_account_name smtp_auth_account_password smtp_ssl_tls_method smtp_verify_server_certificate_enabled device_email_address Description Specify the SMTP server address. (Format: 0.0.0.0). Specify the SMTP server port number. Specify the SMTP server authentication method. Values: “none”, “smtp_auth”. Specify the SMTP account name. Specify the SMTP account password.
2.2.4 Privacy settings Name privacy_notice_skip privacy_policy_url Description Specify whether to display the privacy notice before sending a service request. Values: “true”, “false”. Specify the privacy notice URL. 2.2.
5. If you are applying settings to password-protected machines, enter their passwords in the Device Password column. 6. Select the checkbox of the machine you want, and then click the Send button to finish. If unsuccessful, click the Open log folder button and check the log file. NOTE • • For more information, see the Mass Deployment Tool User’s Guide at support.brother.com.
3 Usage 3.1 Requesting help from the machine’s control panel If there is a problem with your Brother machine, you can request help by doing the following: 1. On your machine’s home screen, press Services. 2. Press Request Help. 3 3. Accept the privacy notice and press OK. 4. Your help request has been submitted. Your Brother dealer or IT administrator will assist you with your problem shortly. A copy of your request will also be sent to your personal email address. 3.
Appendix - Sample JSON Files Sample JSON file for a single contact entry { "attributes": { "software_id": "pns_firmware", "setting_version": "", "schema_revision": 4 }, "settings": { "network": { "protocol": { "mail": { "mail_enabled": true }, "services_mail": { "smtp_server_address": "192.168.0.
} } } } } }, "consumable_warnings_": { "request_help_main_rule": "on" }, "consumable_errors_": { "request_help_main_rule": "on" }, "consumable_warnings_requires_support": { "request_help_main_rule": "off" }, "consumable_errors_requires_support": { "request_help_main_rule": "off" }, "memory_errors": { "request_help_main_rule": "off" }, "paper_input_errors": { "request_help_main_rule": "on" }, "paper_output_errors": { "request_help_main_rule": "on" }, "installation_errors": { "request_help_main_rule": "o
Sample JSON file for multiple contact entries (supported models only) { "attributes": { "software_id": "pns_firmware", "setting_version": "", "schema_revision": 4 }, "settings": { "network": { "protocol": { "mail": { "mail_enabled": true }, "services_mail": { "smtp_server_address": "192.168.0.
} } } } } "request_help_main_rule": "on" }, "change_drum": { "request_help_main_rule": "off" }, "consumable_warnings_": { "request_help_main_rule": "on" }, "consumable_errors_": { "request_help_main_rule": "on" }, "consumable_warnings_requires_support": { "request_help_main_rule": "off" }, "consumable_errors_requires_support": { "request_help_main_rule": "off" }, "memory_errors": { "request_help_main_rule": "off" }, "paper_input_errors": { "request_help_main_rule": "on" }, "paper_output_errors": { "req
