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User Guide Xerox F reeFlo w Print Se rver PrInteract Remote Se rvices 701P4739 3 Septembe r 2007 V ersions 60.x x.
Prepared by : Xerox Corporation Global Knowledge a nd Language Services 800 Phillips Road 218-01A W ebster , New Y ork 14580 ©2007 by Xerox Corporation.
Table of contents User Guide i 1 What is PrInteract Remote Services? Benefit s of Remote Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 2 How do I start u sing Remote Service s? Remote S ervices netwo rk config uration .
T abl e of con tents ii User Guide 9 How are software u pdates delivered? Types of s oftware upd ates . . . . . . . . . . . . . . . . . . . . . . . . .
Use r Gu i de 1 1 What is PrInteract Remote Ser vices? PrIntera ct Remote Services is a W eb-based applicat i on that enables remo te communic ation and support wit h Xerox.
2 User Guide Wha t is P rInt erac t Rem ote S erv ices?.
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 .
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 FreeFlow Print Server . Each type of user has diff erent access priv ileges for Remote Servi ces. The foll owing list presents the defaul t settings for each user .
User Guide 5 How do I start using Remote Servi ces? Home p age naviga tion The t able that f ollows i dentifies eac h link loca ted on the Home page and descri bes when to use each link. Link Description Problem Reporti ng Click [ Problem Repor ting ] to displ ay options for capturin g and transf erring job and/or machine data.
6 User Guide How do I start usi ng Remote Services? Setup Click [ Setup ] t o veri fy s ettin gs f or th e Remote Servi ces proxy s erver and network set tings. History Click [ History ] to view a stat us t able listing all serv ice t asks you ha ve received fr om Xerox Support .
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 .
8 User Guide How can I customize applicati on pref erenc es? • Automatic Synchroni zation wit h Xerox Support Server is enabl ed by default. • Y ou can enter or edit t he Print Engine Serial Number .
User Guide 9 How can I customize application prefer ences? 3. If you want to enab le the per iodic cap ture and t ransfer of systems Remote Servic es log data, check the [ Enable Remote Monitoring ] opti on. Sele cting the infor mation icon opens a wi ndow that present s remot e monitoring detail s.
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.
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.
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.
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 .
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.
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 .
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.
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.
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.
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 .
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.
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.
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.
28 User Guide How are soft ware updates del iv ered?.
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