Xerox 6180N FreeFlow® PrInteract Remote Services User Guide
Xerox 6180N - Phaser Color Laser Printer Manual
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- Xerox 6180N | FreeFlow® PrInteract Remote Services User Guide - Page 1
Xerox FreeFlow Print Server PrInteract Remote Services Versions 60.xx User Guide 701P47393 September 2007 - Xerox 6180N | FreeFlow® PrInteract Remote Services User Guide - Page 2
Global Knowledge and Language Services 800 Phillips Road 218-01A Webster, New York 14580 ©2007 by Xerox Corporation. All rights 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 - Xerox 6180N | FreeFlow® PrInteract Remote Services User Guide - Page 3
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 - Xerox 6180N | FreeFlow® PrInteract Remote Services User Guide - Page 4
Ta b le of c o nt e nts 9 How are software updates delivered? Types of software updates 27 ii User Guide - Xerox 6180N | FreeFlow® PrInteract Remote Services User Guide - Page 5
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 - Xerox 6180N | FreeFlow® PrInteract Remote Services User Guide - Page 6
What is PrInteract Remote Services? 2 User Guide - Xerox 6180N | FreeFlow® PrInteract Remote Services User Guide - Page 7
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 - Xerox 6180N | FreeFlow® PrInteract Remote Services User Guide - Page 8
. 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 - Xerox 6180N | FreeFlow® PrInteract Remote Services User Guide - Page 9
and Transfer • Update Attributes • Execute Script • Download and Execute Script • Software Updates 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 - Xerox 6180N | FreeFlow® PrInteract Remote Services User Guide - Page 10
Description 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 Software Updates Click [Contact Information] to view the information - Xerox 6180N | FreeFlow® PrInteract Remote Services User Guide - Page 11
The features listed are: • Problem Reporting-options for capturing and transferring job and machine data to Xerox Support. • Support Requests / Software Updates-accept download requests Xerox Support has forwarded to you. Download operating system patches, Remote Service patches, and FreeFlow Print - Xerox 6180N | FreeFlow® PrInteract Remote Services User Guide - Page 12
settings for captured files 1. Select [Home: Problem Reporting: Settings]. 2. Select the Capture tab. 3. If you want to delete the captured files from your system after they are transferred to Xerox, check the [Remove Capture Data after Transfer] checkbox. This eliminates the redundant storage of - Xerox 6180N | FreeFlow® PrInteract Remote Services User Guide - Page 13
field indicates minutes, and the third field indicates AM or PM. 5. Specify the default delivery location of transferred files. Options available are: • Xerox Support Server: Data transmitted to the Xerox Support Server must be associated to a log number before data transmission. This number is - Xerox 6180N | FreeFlow® PrInteract Remote Services User Guide - Page 14
To modify proxy server settings: 1. Select [Home: Setup: Network Settings] page. 2. System administrators can modify the system settings usernames may be utilized for HTTP Proxy and FTP Proxy) • Password (distinct passwords may be utilized for HTTP Proxy and FTP Proxy) • Connectivity Guide - Xerox 6180N | FreeFlow® PrInteract Remote Services User Guide - Page 15
click the [Home: Support Access] link to enable remote desktop sharing. Desktop sharing enables Xerox to remotely troubleshoot problems quickly in real-time. You can also send Xerox an email message that describes your questions or comments through Remote Services. Accept a Xerox request to enable - Xerox 6180N | FreeFlow® PrInteract Remote Services User Guide - Page 16
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 - Xerox 6180N | FreeFlow® PrInteract Remote Services User Guide - Page 17
update may be accepted at a later time. By default, Remote Services checks for new Support Requests on startup, and then every 15 minutes. To manually check the Xerox Support Server for new Support Requests, click the [Get New] button. New Support Requests may take a few minutes to arrive. To - Xerox 6180N | FreeFlow® PrInteract Remote Services User Guide - Page 18
via the Capture or Capture & Transfer page. Data Capture & Transfer Data Capture & Transfer is a script that customers are asked to execute when additional job and machine data is required. When Xerox Support needs additional data, you will receive a Support Request. Update Attributes The Update - Xerox 6180N | FreeFlow® PrInteract Remote Services User Guide - Page 19
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. For additional information, see: How are - Xerox 6180N | FreeFlow® PrInteract Remote Services User Guide - Page 20
How does Xerox ensure quality support? 16 User Guide - Xerox 6180N | FreeFlow® PrInteract Remote Services User Guide - Page 21
then use the Transfer feature to transmit the captured data. NOTE: Only one process per service may run at a time. This procedure explains how to capture machine and/or job data. This procedure assumes you will transfer your machine and/or job data to Xerox Support at a future time. User Guide 17 - Xerox 6180N | FreeFlow® PrInteract Remote Services User Guide - Page 22
To capture machine and/or job data 1. Select [Problem Reporting: Capture]. Once the Capture window opens, you are informed that the DFE must This field is blank by default. NOTE: The Call Log ID facilitates transmission tracking. This information is provided by Xerox Support. 5. Enter a Fault Code. - Xerox 6180N | FreeFlow® PrInteract Remote Services User Guide - Page 23
information. The system validates the transfer ID provided by Xerox Support and then transfers the files to either your Xerox Support Server, an FTP site, or to a CD writer as specified on the Problem Reporting: File Cleanup page: Transfer tab. If the files you want to transfer are more than 400 MB - Xerox 6180N | FreeFlow® PrInteract Remote Services User Guide - Page 24
Transfer To capture and transfer data to Xerox in a single step 1. Select [Problem Reporting: Capture & Transfer]. Once the Capture & Transfer window field is blank by default. NOTE: The Call Log ID facilitates transmission tracking. This information is provided by Xerox Support. 5. Enter a Fault - Xerox 6180N | FreeFlow® PrInteract Remote Services User Guide - Page 25
. 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: File Cleanup page. If the files you want to transfer are more than 400 MB, you are prompted to transfer the files to a CD writer. A status bar - Xerox 6180N | FreeFlow® PrInteract Remote Services User Guide - Page 26
How are problems identified and reported? • To delete a single file highlight the row and click Delete. • To delete all files listed in the table, click Delete All. 22 User Guide - Xerox 6180N | FreeFlow® PrInteract Remote Services User Guide - Page 27
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. Once MeterAssistant is - Xerox 6180N | FreeFlow® PrInteract Remote Services User Guide - Page 28
Can I automatically submit meter readings? 24 User Guide - Xerox 6180N | FreeFlow® PrInteract Remote Services User Guide - Page 29
available on monochrome and highlight color printers, only. • Setup-identifies features of Remote Services that are enabled or disabled • Contact-email communication sent to Xerox Support. The status of each task log and refresh the table to its empty state, click the [Clear] button. User Guide 25 - Xerox 6180N | FreeFlow® PrInteract Remote Services User Guide - Page 30
Is an activity history available? 26 User Guide - Xerox 6180N | FreeFlow® PrInteract Remote Services User Guide - Page 31
You may accept, install, or reject any update. • To manually check the Xerox Support Server for new Software Updates, click the [Get New] button. the [Accept] button. The software automatically downloads to your system. With your permission, Xerox Support will remotely install the patch. • Guide 27 - Xerox 6180N | FreeFlow® PrInteract Remote Services User Guide - Page 32
How are software updates delivered? 28 User Guide
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User Guide
Xerox FreeFlow Print Server
PrInteract Remote Services
701P47393
September 2007
Versions 60.xx