Xerox Docu SP Remote Services Software Setup Guide PDF

Remote Services Setup Guide 701P44379 August 18, 2005 Version 50.XX

DocuSP Remote Services

DocuSP Remote Services Setup Guide Version 50.XX

Table Of

Contents

Section 1 Before You Start 1

Section 2 Configuring Remote Services 3

Section 3 Registration & Customer Acceptance 4

Section 4 Testing the Connectivity 9

Section 5 Troubleshooting 11

Appendix A Configuring Remote Services at Xerox Sites 12

Prepared by: Xerox Corporation DocuSP Development 800 Phillips Road Bldg. 300 Webster, New York 14580 USA

2005 by Xerox Corporation. All rights reserved.

Copyright protection claimed includes all forms and matters of copyrightable material and information now allowed by statutory judicial law or hereinafter granted, including without limitation, material generated from the software programs displayed on the screen such as icons, screen displays, or looks.

Printed in the United States of America.

XEROX and all Xerox product names mentioned in this publication are trademarks of Xerox Corporation.

Other company trademarks are also acknowledged.

Changes are periodically made to this document. Changes, technical inaccuracies, and typographic errors will be corrected in subsequent editions.

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Section 1 Before You Start Complete the following steps to ensure that the DocuSP DFE is configured properly for Remote Services.

__1. Ensure that the DocuSP DFE is connected to the Customers network and not ripping or printing jobs (idle).

__2. Ensure that the customer has purchased an FSMA Agreement.

__3. Locate the Remote Services Installation Worksheet in the product installation planning document (Figure 1). Information provided by this worksheet is critical for setup, and includes the following:

IP Address assigned to the Customers product Name Service information (if applicable) Proxy IP Address and Port (if applicable) User Name and Password for firewall/proxy access (if applicable).

Figure 1 Sample Installation Worksheet for Remote Services

__4. Login as System Administrator at the DocuSP GUI. Select [Administration], and then select [Accounting...]. Select [Options...] to open the Accounting Options window (Figure 2). Ensure the options are configured for Remote Services to function properly.

Figure 2 Accounting Options Window

__5. If the Customers network uses a Name Service, ensure it is enabled in the DocuSP application.

To check DNS setup, select [Setup: Network Configuration: DNS] at the UI to display the DNS settings (Figure 3). Refer to the Installation Worksheet, and enter the information.

Installation Worksheet

Disable

Enable Disable

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Figure 3 - DNS Setup Window

If a different Name Service is used, select the corresponding tab and enter the information supplied with the Installation Worksheet .

__6. Log into DocuSP Diagnostics, and enter dC105 System Configuration Setup. Ensure that the information required for Remote Services to function properly has been entered (Figure 4).

Figure 4 - dC105 System Configuration Setup

Product Code: All alpha characters must be entered as UPPERCASE. Examples: PYW (NASG) 112 (XE/DMO)

Printer (Print Engine) Serial Number: Product Code must be appended to the front of the Serial Number. Do not enter spaces or dashes.

Examples: PYW123456 (NASG) 1121234567 (XE/DMO)

Note For systems with a touch screen UI on the IOT, enter dC105 at the IOT UI and verify the product code and serial number.

__7. Exit DocuSP Diagnostics.

IMPORTANT! For internal Xerox locations (e.g., training centers, customer support centers), go to Appendix A, Configuring Remote Services at Xerox Sites at this time. Do not continue with the next section until Appendix A has been completed.

[Enable DNS] is checked

Domain Name

DNS Server List

Printer Serial Number

Customer Phone Number Customer

Name & Address

Product Code

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Section 2 Configuring Remote Services __1. To open Remote Services, move the mouse to a blank area of the

workspace and press the [Help] key located at the upper-left corner or the keyboard. The Remote Services Home window is displayed (Figure 5).

Figure 5 - Remote Services Home Window

Note: A short delay (~30 seconds) may occur before the window opens.

__2. If the Registration window opens automatically, minimize it at this time. It is not needed until later in the procedure.

__3. Select [Setup] at the bottom of the Remote Services Home window. The Setup window is displayed.

__4. Confirm that the Print Engine Serial Number field displays the correct serial number (Figure 6). If the field does not display the correct number, enter it at this time, and then select [Apply New Settings].

Figure 6 - Checking the Serial Number

IMPORTANT! If the correct serial number was not displayed in the General Setup window, access dC105 System Configuration Setup and enter the correct number at the completion of this setup procedure.

Print Engine Serial Number Examples: PYW123456 (NASG) 1121234567 (XE/DMO)

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__5. Record the Host ID and Print Engine Serial Number at this time. This information will be required at a later time if the customer decides to register Remote Services from an alternate location.

Host ID: Serial Number:

__6. Select [Network Settings] to display the Network Settings window.

__7. Check the Remote Services Installation Worksheet from the installation planning document. If a firewall or proxy is used to access the Internet, enter the Server Address and Port of the HTTP Proxy (Figure 7). Leave these fields blank if the customer does not use a firewall or proxy.

Figure 7 HTTP Proxy Settings

__8. Check the Installation Worksheet. If a firewall/proxy is used to access the Internet and requires a User Name and Password, enter them now (Figure 7). Leave these fields blank if a firewall/proxy is not used.

__9. If changes were made on the Network Settings window, select [Apply New Settings]. Select [Home] to display the Remote Services Home Window.

Section 3 Registration & Customer Acceptance

Note: Ensure that the customer registers the Remote Services feature at this time. The customer MUST accept the Terms & Conditions of the Remote Services offering before the feature can be activated. If desired, the customer may register Remote Services from any Internet-connected computer at:

http://www.rs.docusp.xerox.com/registration

__1. Select [Registration] at the top of the window (Figure 8).

Figure 8 - Registration Button

Server Address Port User Name Password

[Registration] Button

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The registration window for Remote Services is opened (Figure 9).

Figure 9 - Remote Services Registration Window

__2. Select the customers geographic location/country in the window. The Customer Letter and Agreement Addendum are displayed (Figure 10).

Figure 10 - Customer Letter & Agreement Addendum

__3. Ensure that the customer reads the Customer Letter and Agreement Addendum at this time.

__4. Select the customers product from the pull-down menu (Figure 11).

Figure 11 - Customer Information & Setup Selections

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Note: Access to an additional service (Sentinel) is provided if DocuTech 128, 155, or 180 Highlight Color is selected as the product.

__5. Select the services requested by the customer.

__6. Enter the customer information. If registering from the product UI, the Equipment Host ID and Machine Serial Number are already filled in.

__7. After all information has been entered, have the customer select [Register].

__8. Close the window after the registration confirmation is displayed.

__9. Select the [Support Requests] icon on the Remote Services Home window (Figure 12) to display the Support Requests window.

Figure 12 - Support Requests Icon

__10. Select the [Get New] button (Figure 13). Wait about 30 seconds before performing the next step.

Figure 13 Support Requests Window

__11. Select the [Refresh Table] button to display new requests (Figure 14).

Note: If new requests do not appear, network traffic may be slow. Wait about one minute, and then select [Get New] and [Refresh Table] again.

[Support Requests] Icon

[Get New] Button

[Refresh Table] Button

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Figure 14 - Support Requests Window with New Request(s)

Note: A DocuSP License Download request will also be displayed for new installations and version upgrades .

__12. Click on the ID number for Update Attributes to open the Support Request Details window (Figure 15).

Figure 15 - Details Window (Registration)

__13. Verify that the selected ID number is intended to complete the registration process, and then select [Close].

__14. Click on Update Attributes to highlight the row, and then select [Accept] to complete the registration process.

__15. If a License Download request is displayed, click on the ID number of the request to open the Support Request Details window (Figure 16).

Figure 16 - Details Window (License Download)

New Request(s)

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__16. Verify that the selected ID number is intended to download a license, and then select [Close].

__17. Click on License Download to highlight the row, and then select [Accept] to download the new DocuSP license. Note that the Status of the request changes from Pending to In-Progress.

__18. Wait about 30 seconds, and then select [Refresh Table]. If the download has completed, the Status will change to Completed.

Note: If the Completed status is not displayed, wait about one minute and then select [Get New] and [Refresh Table] again.

__19. Select [Setup: Restart] to restart the DocuSP application.

__20. After the DocuSP application appears, press the [Help] key on the keyboard to display the Remote Services Home window.

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Section 4 Testing the Connectivity __1. On the Home window, select the link for [1 File Ready For Transfer]

(Figure 17). If prompted, logon as System Administrator.

Figure 17 - Test Link

__2. Ensure that the test file row in the Transfer pop-up window is highlighted (Figure 18). Select [Start Transfer] to transmit the test file.

Figure 18 Highlighted Test File

A confirmation message is displayed upon successful completion of the transfer (Figure 19).

Figure 19 - Transfer Confirmation Message

Link

Test File

[Start Transfer] Button

Confirmation Message

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Note: If the confirmation message does not appear within one minute, the transfer was not successful. Refer to Section 5, Troubleshooting.

__3. Select [Close Window] to close the Transfer window.

__4. At this time, ask the customer for permission to enable Remote Monitoring. Have the customer determine an appropriate time-of-day for automatic data transfers. With customer consent, complete the remaining steps.

__5. Select [Settings] to display the Settings window.

__6. Select the [Transfer] tab (Figure 20).

Figure 20 Transfer Tab on Settings Window

__7. Place a check in the box for Enable Remote Monitoring (Figure 21).

Figure 21 - Settings to Enable Remote Monitoring

__8. Enter the Transfer Time as specified by the customer (the default transfer time is 2:00 AM).

__9. Ensure that Select a Destination is set to Xerox Support Server.

__10. Select [Apply New Settings], [Home].

Remote Services is now configured and ready for use.

[Transfer] Tab

Enable Remote Monitoring

Transfer Time

[Apply New Settings] Button

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Section 5 Troubleshooting

Connectivity Problems

Symptom Corrective Action

Unable to log on as Customer Service Engineer.

A password recognition error may prevent logon as Customer Service Engineer. If unable to logon on as CSE, logon as System Administrator.

An undetermined error prevents transfer of the test file.

If the customer uses DNS Name Service, ensure that the information has been entered correctly. In the DocuSP application, select [Setup: Network Configuration]. Select the [DNS] tab. If required, enter the customers DNS information.

When transmitting the test file, a Transfer Failed or Transmission Error message is displayed in the Transfer window.

The system could not connect to the Internet. Check Network Settings on the Setup window. If the problem persists, check connectivity with the Xerox Support server. Type the following in a Terminal window: External Customers /usr/sbin/ping dcs.support.xerox.com

Internal Xerox Sites /usr/sbin/ping xdcs test.support.xerox.com

Selecting the [Help] key opens the Remote Services Registration window. All configuration settings of Remote Services have been reset to default values

DocuSP application software has been upgraded. Sections 2, 3, & 4 of this guide must be performed again to configure and register DocuSP Remote Services.

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Appendix A Configuring Remote Services for Xerox Sites

Internal Xerox sites (training centers, customer support centers, etc.) are behind the Xerox firewall, and require a configuration flag to be set for proper operation of the Remote Services software. When setting up Remote Services at internal Xerox sites, complete the following steps BEFORE starting Section 2 of this guide:

__ a. At the DocuSP Controller, open a Terminal window and login as root.

__ b. Type the following command: /opt/XRXnps/XRXrs/bin/serverReconfig.sh psi

__ c. Close the window when the command finishes its execution.

__ d. Go to Section 2, Configuring Remote Services, to begin the setup procedure.

The DocuSP UI will display a web site for registering Remote Services. Please make every attempt to register from the site displayed on the UI. If it is necessary to register from another computer, DO NOT use the registration url shown on Page 4 of this guide (it is for registering external customers only). Internal Xerox sites must use the registration site at the following IP address: http://13.1.216.171. If Remote Services has been installed at an internal Xerox site without this configuration flag set, the following problems will be observed:

After a DocuSP restart, the message Internal Server Error is displayed when the [Help]