Xerox Document Services Platform Series DocuSP Remote Services Versions 50.
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Table of contents 1 What is DocuSP Remote Services? Benefits of Remote Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 2 How do I start using Remote Services? Remote Services network configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 User access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Ta b le of c o nt e nts 9 How are software updates delivered? Types of software updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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.
What is DocuSP Remote Services? 2 User Guide
2 How do I 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.
How do I 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.
How do I start using Remote Services? Link Support Requests Description 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.
How do I start using Remote Services? Link 6 Description Contact Click [Contact] 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.
3 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.
How can I 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].
How can I customize application preferences? Remote Monitoring] option. Selecting the information icon opens a window that presents remote monitoring details. 4. 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. 5. Specify the default delivery location of transferred files.
How can I customize application preferences? Modify proxy server settings To modify proxy server settings: 1. Select [Home: Setup: Network Settings] page. 2.
4 How do I 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.
How do I request Xerox support? 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 Support wants to view your desktop, you will receive a Invite Observe or Invite Control request in the chat window.
5 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 the Home page. Click this link to open the Support Requests page. You may either accept or reject any Support Request.
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.
Download and Execute Script This Support Request enables the Xerox Support team to remotely load an additional script on a device and immediately initiate script execution. Software Updates 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.
How does Xerox ensure quality support? 16 User Guide
How are problems identified and reported? 6 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.
How are problems identified and reported? To capture machine and/or job data 1. 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. 2.
How are problems identified and reported? Transfer 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: • Xerox Support Server • FTP site • 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.
How are problems identified and reported? Capture & Transfer To capture and transfer data to Xerox in a single step 1. Select [Problem Reporting: Capture & Transfer]. Once the Capture & 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.
• Capturing IOT Data (if applicable) • Capture Completed Successfully 8. 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.
How are problems identified and reported? 22 • To delete a single file highlight the row and click Delete. • To delete all files listed in the table, click Delete All.
7 Can I 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.
Can I 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.
Is an activity history available? 26 User Guide
How are software updates delivered? 9 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.
How are software updates delivered? 28 User Guide
