Xerox DocuColor 242 Manuel utilisateur

User Guide

Xerox Document Services Platform Series

DocuSP Remote Services

701P45094

June 2006

Versions 51.xx

Prepared by:

Xerox Corporation

Global Knowledge and Language Services

800 Phillips Road 845-17S

Webster, New York 14580

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 & 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

User Guide i

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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Launching the Remote Services application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Home page navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

3 How can I customize application preferences?

Enable or disable application features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Customize settings for data capture and transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Modify proxy server settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

4 How do I request Xerox support?

Accept a Xerox request to enable desktop sharing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Email Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

5 How does Xerox ensure quality support?

Remote Monitoring (RM) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Data Capture & Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Update Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Execute Script . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Download and Execute Script . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Software Updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

6 How are problems identified and reported?

Capture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Capture & Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Files Ready for Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

File Cleanup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

7 Can I automatically submit meter readings?

MeterAssistant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

8 Is an activity history available?

Information provided on History page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Table of contents

ii User Guide

9 How are software updates delivered?

Types of software updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

User Guide 1

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 and application information.

Remote Services features translate to benchmark productivity

opportunities and machine up time.

2User Guide

What is DocuSP Remote Services?

User Guide 3

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.

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 Services application,

the settings are edited through DocuSP Setup.

Once these settings are configured, Remote Services is ready to

provide full network service.

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.

4User 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.

•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. Place your cursor outside the DocuSP GUI. You may have to

minimize the DocuSP GUI screen.

2. Press the <Help> key on your keyboard.

The Remote Services Home page opens.

1. From the, upper right corner, DocuSP GUI select the

appropriate Remote Services ICON.

NOTE: Remoter Services must be installed and running to launch

the application.

Remote Services

Installed, Running

and Connected

Remote Services

Installed, Running

and Not Connected

Remote Services

Not Installed or

Installed but not

Running

User Guide 5

How do I start using Remote Services?

Home page navigation

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 conducts a preliminary

investigation of your environment and

needs additional data for further

analysis.

Support Requests 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

• Execute Script

• Download and Execute Script

• Software Updates

Support Access 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.

6User Guide

How do I start using Remote Services?

Setup 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.

Contact Click [Contact Information] to view

the information; Customer Address,

DocuSP Version Print Engine Serial

Number, Host ID, and IP Address.

On this page click [Contact Xerox] 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.

Link Description

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