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Xerox FreeFlow Print Server
PrInteract Remote Services
Versions 60.xx
User Guide
701P47393
September 2007
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Prepared by: Xerox Corporation Global Knowledge and Language Services 800 Phillips Road 218-01A Webster, New York 14580 ©2007 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 which are displayed on the screen such as icons, screen displays, looks, etc.
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Table of contents 1 What is PrInteract Remote Services? Benefits of Remote Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 2 How do I start using Remote Services? Remote Services network configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 User access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Table of contents 9 How are software updates delivered? Types of software updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 ii User Guide
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1 What is PrInteract Remote Services? PrInteract 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 engine
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What is PrInteract Remote Services? 2 User Guide
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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
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How do I start using Remote Services? User access There are four types of users who have access to the FreeFlow Print Server. 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,
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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 [Sup
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How do I start using Remote Services? Link Description 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, FreeFlow Print Server Version, Print Engine Serial Number, Host ID, and IP Address. On this page click [Contact Xerox] to open an automatically addr
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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] page. � Customize settings for data capture and transfer as well as the timing of data transfer through the [Home: Problem Report
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How can I customize application preferences? � Automatic Synchronization with Xerox Support Server 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]. Or, click Restore Settings if you do not want to modify the capture settings and you want to restore the settings that
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How can I customize application preferences? 3. If you want to enable the periodic capture and transfer of systems Remote Services log data, check the [Enable 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 indicat
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How can I customize application preferences? Modify proxy server settings To modify proxy server settings: 1. Select [Home: Setup: Network Settings] page. 2. System administrators can modify the system settings of the HTTP proxy server: � HTTP Proxy Server � HTTP Proxy Port � Username (distinct usernames may be utilized for HTTP Proxy and FTP Proxy) � Password (distinct passwords may be utilized for HTTP Proxy and FTP Proxy) � Connectivity information can be viewed and is read only. 3. Sele
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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. You can also send Xerox an email message that describes your questi
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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. � If Xerox Support needs to control your mouse and desktop, you will rece
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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. Support Requests you accept are downloaded to your system where Xe
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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. The scheduled data collection and
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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. For additional information, see: How are software updates delivered? User Guide 15
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