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Xerox Document Services Platform Series
DocuSP Remote Services
Versions 50.xx
User Guide
701P44134
June 2005
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Prepared by: Xerox Corporation Global Knowledge and Language Services 800 Phillips Road 845-17S Webster, New York 14580 ©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 which are displayed on the screen such as icons, screen displays, looks, etc.
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Table of contents 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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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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 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 pe
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What is DocuSP 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 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, exc
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How do I start using Remote Services? Link Description 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
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How do I start using Remote Services? Link Description Contact Click [Contact] 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. 6 User G
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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 Settings] page. � Customize settings for data capture and transfer as well as the timing of data transfer through the [Home: Proble
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How can I customize application preferences? � Automatic Synchronization with Xerox 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]. Customize settings for data capture and transfer The [Problem Reporting: Settings] page has an option that you can select to automatica
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How can I customize application preferences? 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 indicates AM or PM. 5. Specify the default delivery location of transferred files. Options available are: � Xerox Support
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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 and FTP proxy servers: � HTTP Proxy Server � HTTP Proxy Port � FTP Proxy Server � FTP 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 infor
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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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How does Xerox ensure quality support? 16 User Guide
