Comprehensive Enterprise Fleet Management

Transcription

1 Comprehensive Enterprise Fleet Management An Overview of Remote Communication Gate S Pro (RCG-S Pro) Enterprise Pro with Connector Option Detailed information on capabilities and functionality of RCG-S Pro with Connector Option Produced by the Global Technology Support Section Ricoh Company, Ltd. May 2010 [A Enterprise Pro On-Site white paper is also available.]

2 Table of Contents 1.0 Overview 1.1 Today s Customer Environment and IT 1.3 Advantages of RCG-S Pro with Connector Option for Network-Connected Printing Devices 1.4 RCG-S Pro OnSite Connector Option Specifications 2.0 System Structure Of RCG-S Pro Connector Option 3.0 Communication Methods and Information Security 3.1 HTTPS Communication Between RCG-S Pro and Connected Devices 3.2 SNMP Communication Between RCG-S Pro and Connected Devices 3.3 Communication Between RCG-S Pro and the Center Communication Server 3.4 Device Connection Check 3.5 Updating Firmware 3.6 AutoDiscovery 4.0 Appendix 4.1 Device Information Protocols and Open Ports 4.3 Cryptographic Algorithms of HTTPS 4.4 Network Traffic and Communication Timing 5.0 Frequently Asked Questions The content of this document, and the appearance, features and specifications of Ricoh products and services are subject to change from time to time without notice. While care has been taken to ensure the accuracy of this information, Ricoh makes no representation or warranties about the accuracy, completeness or adequacy of the information contained herein, and shall not be liable for any errors or omissions in these materials. Your actual results will vary depending upon your use of the products and services, and the conditions and factors affecting performance. THERE ARE NO GUARANTEES THAT YOU WILL ACHIEVE RESULTS SIMILAR TO OURS. The only warranties for Ricoh products and services are as set forth in the express warranty statements accompanying them. Nothing herein shall be construed as constituting an additional warranty. Ricoh does not provide legal, tax, accounting or auditing advice, or represent or warrant that our products or services will GUARANTEE OR ENSURE COMPLIANCE WITH ANY LAW, REGULATION OR SIMILAR REQUIREMENT. Customer is responsible for making the final selection of products, solutions and technical architectures, and for ensuring its own compliance with various laws such as the Gramm-Leach-Bliley Act, the Sarbanes-Oxley Act and the Health Insurance Portability and Accountability Act (HIPAA).

3 Section 1.0 Overview 1.1 Today s Customer Environment Although potential for growth has never been larger, this is a challenging time for companies everywhere. Worldwide opportunities mean global competition, and businesses that want to stay ahead face complex tasks. Not the least of which is how to cut costs while staying abreast with the relentless pace of changing technology. Business is under ever-growing pressure to improve the quality and decrease the turnaround time of their products and services. Much of the success or failure of a business depends directly on the quality of the equipment and services at its disposal. In a large business environment especially, administration of the print fleet is becoming more and more important. Weak maintenance and lack of intelligent system management can negate the advantages of quality equipment and staff. Add to this the fact that the IT manager s workload is increasingly complex, as administration duties and IT development expand. Pressure to get the maximum from networked print devices has never been greater. Control over devices is an elemental factor of network efficiency, since this is key to TCO (Total Cost of Ownership the sum of three costs: start up, control/administration, and operation). Also, as competition intensifies, business system costs have grown in significance and are now a major management priority. The challenge for IT is to reduce time lost on equipment maintenance, configuring, servicing, supplying and monitoring. It is to relieve dependencies on users for reports on device population, utilization trending status or malfunctions. Reports that unfailingly come after the problem has occurred and understandably often lack the technical detail necessary for a prompt assessment and solution. To counter precisely these obstacles, an ideal remote servicing system would be capable of the following: Detecting problems before users will become aware of them to tackle firmware and reboot remotely, with minimal user intervention. Identifying and pre-diagnosing potential breakdowns or shortages. Technicians could then be dispatched, fully equipped with the necessary parts. Monitoring device population, trending performance and making whatever modifications necessary to optimize productivity and efficiency. Watching over toner consumption, and enabling re-order before toner runs out. Providing TCO-relevant data to the administrator. Establishing an automated, usage-based meter submission and billing system to streamline running costs. 1

4 Section 1.0 and is designed to be capable of exactly these functions. Its purpose is to provide five related enhancements to your fleet of networked printing devices: 1. IT equipment maintenance capabilities, including status, critical service event notification, toner alert notification and supply ordering and delivering. 2. IT equipment productivity improvement, by maximizing device utilization and aligning the right devices with applications. 3. IT cost reduction, including initial outlay for equipment, maintenance and operation costs such as monitoring device monthly volumes. 4. IT usability to the networked print population at the fleet or device level. 5. Green Reporting to determine whether the networked print fleet meets environmental and cost-saving expectations. The solution is the Ricoh Remote Communication Gate S Pro (also known as RCG-S Pro Enterprise Pro) with Connector Option. To limit the downtime of each kind of networked device (multifunction products, laser printers), it is of growing necessity that IT deploys systems and tools to help manage these devices. RCG-S Pro with Connector Option provides for this, allowing users to benefit from improved business productivity, automation of select maintenance processes and the reduced costs associated with these activities. Utilizing RCG-S Pro with Connector Option, IT administrators can map, monitor and configure devices, as well as automate service alerts, toner alerts, meter collection and submission and perform remote firmware upgrades. This option also provides secure, Web-based access to fleet reports. Green Reports provide a view to select environmental aspects of print activity such as paper and energy usage for Ricoh managed devices. 2

5 Section Advantages of RCG-S Pro with Connector Option for Network- Connected Printing Devices There are four broad features of RCG-S Pro with Connector Option that make it particularly advantageous for users: 1. Reduced Device Downtime via automated notification of critical service events to the service provider through an Internet connection. Users can print or copy with little worry about incomplete jobs or being delayed due to maintenance and repairs. And the organization is freed from time-consuming manual device monitoring and expenses associated with downtime. The solution can also perform remote firmware upgrades or, if necessary, alert dispatch personnel. 2. Automated Meter Collection and Submission so that users no longer have to manually collect and report meter figures. This means production efficiency can be measured directly, meter figures confirmed and TCO-relevant data obtained and acted upon. In the past, the traditional meter collection procedure involved: 1. The service provider requests the user to check the meter(s). 2. The user checks the device s meter. 3. The user reports the meter figure by postcard, telephone or online. 4. The service provider sends an invoice for actual usage. 3

6 Section 1.0 With RCG-S Pro and Connector Option, workload is dramatically reduced and efficiency is greatly increased. 1. RCG-S Pro collects and submits the meter information to the service provider automatically. Human touch is eliminated. 2. The service provider sends an invoice for actual usage. 3. Receive Alerts when Toner Nears End automatically when toner levels are at near end or depleted. Formerly, the process was: 1. Device runs out of toner. User calls the service provider. 2. The service provider requests toner delivery from the delivery center. 3. The delivery center delivers the toner to the user. With RCG-S Pro, Connector Option and a qualified service provider, the user no longer has to worry about devices running out of toner. The device can alert the service provider when 10% of toner is remaining. Depending on the capabilities of the service provider, even more automation is available. 4

7 Section Device Monitoring by RCG-S Pro to gather information on device/fleet population, utilization, operational status and trending. In many cases, IT managers have to utilize each vendor s management software to monitor devices and prevent potential issues. RCG-S Pro not only automatically monitors Ricoh devices but also those of other providers to keep track of device/fleet population. AtRemote.net device monitoring reports offer a variety of print fleet views including vendor population by units and prints. Monthly trending reports from AtRemote.net show page volumes by vendor with drill down detail to an individual device. 5

8 Section RCG-S Pro OnSite Connector Option Enterprise Pro (RCG-S Pro) OnSite SNMP Trap Real-Time Database SQL Express 2005 Grouping Manual Batch Configuration Yes Counters Detailed (for most Ricoh devices); Total Print Counter for third-party networked devices Device Mapping Yes, with user-supplied.jpg file OnSite Dedicated Server Hardware Operating Systems Browser Screen Resolution Network Virtual Server Database Web Server Flash Player CPU: Pentium 4 2.8GHz Hyper-Threading support or better recommended Memory: 1 GB or more minimum; 2 GB or more recommended when managing 1,000+ devices or when using the Connector Free disk space: OS recommended space + 10 GB Server must utilize an intelligent UPS (Uninterruptible Power Source). The server running Connector should not be powered down without completing the normal Windows Server operating system shutdown procedure. Windows Server 2003 Standard Edition/Enterprise Edition SP2 or later; Windows Server 2003 R2 Standard Edition/Enterprise Edition SP2 or later; Windows Server 2008 Standard Edition/Enterprise Edition (only 32 bit OS is supported) Microsoft Internet Explorer 6 (SP1), 7 with Java Script 1024 x 768 or more TCP/IP must be installed and configured correctly (only IPv4 is supported); 100Mbps or more network speed is recommended; Internet connection is required to use the RFU functions VMware Infrastructure 3 Standard Edition SQL Server 2005 Express Edition SP2 or later;.net Framework 2.0 must be installed before installing SQL Server 2005;.NET Framework 2.0 is not included in the server installer; Please download it using Windows Update or from Microsoft s Web site Apache ; Apache is included in the server installer IIS 6.0 or later; IIS is not included with the server installer; install IIS before installing the server Adobe Flash Player 9.0 or later 6

9 Section 1.0 OnSite Client Hardware Operating Systems CPU: Pentium 500MHz recommended Memory: 128 MB recommended Windows 2000 Professional/Server/Advanced Server SP4 or later; Windows XP Home/Professional SP2 or later; Windows Server 2003 Standard Edition/Enterprise Edition SP2 or later; Windows 2003 R2 Standard Edition/Enterprise Edition SP2 or later; Windows Vista Ultimate/Enterprise/Business/Home Premium/Home Basic; Windows Server 2008 Standard Edition/Enterprise Edition SP2 or later Supported Browser Microsoft Internet Explorer 6 (SP1), 7 Screen Resolution Flash Player 1024 x 768 recommended Adobe Flash Player 9.0 or later Printer and Multi-function Device Requirements Network Protocol TCP/IP Standard MIB Printer MIB (RFC 1759); MIB-II (RFC 1213); Host Resource MIB (RFC 2790) Interfaces 10/100MB Ethernet (802.x.x compatible); Wireless LAN devices (802.x.x compatible); IP over Connector Options Toner Alerts Service Alerts Automated Meter Submission Remote Firmware Upgrade Access to Fleet Reports (for most Ricoh devices) Communicate to atremote.net 7

10 Section 2.0 System Structure of RCG-S Pro with Connector Option RCG-S Pro with Connector Option is an interactive system, allowing data to flow between two main components: 1. The RCG-S Pro software installed on a server at the customer s location. This server acts as a relay unit through which all networked devices (MFPs, printers, copiers) communicate. 2. The Center Communication Server, a Ricoh facility where the RCG-S Pro data is received and hosted. Note that communication to and from the RCG-S Pro server to the Center is limited only technology systems. No other system will communicate with the RCG-S Pro server. Also, no system, including the Center Communication Server, can initiate communication to the RCG-S Pro server. The RCG-S Pro server always initiates outbound communication. 8

11 Section 3.0 Communication Methods and Information Security RCG-S Pro utilizes two communication methods to communicate between devices and the Center Communication Server HTTPS (Hyper Text Transfer Protocol Security) and SNMP (Simple Network Management Protocol). It is also important to note that communication between the RCG-S Pro server and the devices is available in two modes: Monitored or Managed. In Monitored mode the RCG-S Pro server provides AutoDiscovery, automates meter collection/submission and allows access to the atremote.net secure fleet reporting Web portal for discovered devices. Managed mode includes the same capabilities as Monitored mode plus automated alerts for critical service events, automated toner alerts, remote firmware upgrades and Green Reports via the atremote.net Web portal for managed, networkconnected Ricoh devices. 3.1 HTTPS Communication Between RCG-S Pro and Connected Devices HTTPS communication takes two forms: I. Access from devices to the RCG-S Pro server via HTTPS PKI (Public Key Infrastructure). For example, a service emergency alert such as device failure or low toner/toner out. 1. When there is a device alarm, the device initiates authentication in real time via electronic certificate with RCG-S Pro. 2. Devices send device failure call information to RCG-S Pro by HTTPS Post Request. 3. The RCG-S Pro confirms receipt of device failure call information by sending back the result via HTTPS Response. 9

12 Section 3.0 II. Access from the RCG-S Pro server to device via HTTPS PKI. For example, meter counter information and service information (device settings, historical data, etc.) 1. When the RCG-S Pro is initiating, authentication via electronic certificate takes place between RCG-S Pro and the devices. 2. The RCG-S Pro sends the obtain counter information request to devices using HTTPS Post Request. 3. Devices confirm receipt of the counter information request by sending back the meter information via HTTPS Response. HTTPS-related information for connected Ricoh-compatible devices includes: 1. RCG-S Pro to device communication (and vice versa) is in Secure Socket Layer (SSL) format. 2. Data is encrypted. RCG-S Pro supports cipher RC4-MD5 128 bits. However, if the device supports only a DES 56 bits key, the encryption level will be reduced to a DES 56 bits key. This key is created and changed for every session. 3. Both RCG-S Pro and the devices have RSA 512 bit certificates and use security authentication checks. 4. For each communication, a mutual authentication procedure is completed before the data is sent. The RCG-S Pro server recognizes and communicates only with devices that have a printer MIB (Management Information Base). Also, print devices connected to print servers or client PCs are not discovered. 10

13 Section SNMP Communication Between RCG-S Pro and Connected Devices Utilizing SNMP communication, device MIB information is obtained by periodic polling from the RCG-S Pro server to the device. For example, meter counter information and a service emergency alert such as device failure or lower toner/toner out. The default setting for polling is 10 minutes. 1. Devices obtain counter information request OIDs from the RCG-S Pro via SNMP Request. 2. Devices send back their counter information via SNMP Response. 11

14 Section Communication Between RCG-S Pro and the Center Communication Server Only one type of communication method is used between the RCG-S Pro server and the service provider s Center Communication Server an HTTPS Internet connection. As with HTTPS communication between the RCG-S Pro server and connected devices, HTTPS communication between the RCG-S Pro server and Center Communication Server utilizes encrypted data in an SSL format. Both servers perform security authentication checks. Before communicating, a mutual verification procedure is completed before the data is sent. Also, because communication can only be initiated from the RCG-S Pro server to the Center Communication Server, it is not necessary to open an additional port for HTTPS reception from outside the customer s firewall. HTTPS communication utilizes Port 443 (See Appendix 4.2). HTTPS communication is initiated from the RCG-S Pro server to the Center Communication Server for two reasons: I. Critical Service Alerts such as device failure or low toner/toner out. 1. RCG-S Pro initiates communication. 2. Mutual authentication via electronic certificate takes place between RCG-S Pro and the Center Communication Server. 3. The RCG-S Pro sends device failure call information to the Center Communication Server via HTTPS Post Request. 4. The Center Communication Server confirms receipt of device failure call information by sending back the result via HTTPS Response. Note: Normally, polling between the RCG-S Pro server and Center Communication Server is performed once an hour. However, when the Center Communication Server receives specific call information (such as a device service call), the polling interval is changed to once a minute. After the Center Communication Server receives a Service Call Reset, the polling interval is reset to once an hour. 12

15 Section 3.0 II. Meter Counter Collection 1. RCG-S Pro initiates communication. 2. Mutual authentication via electronic certificate takes place between RCG-S Pro and the Center Communication Server. 3. The RCG-S Pro sends polling information to the Center Communication Server via HTTPS Post Request. 4. The Center Communication Server confirms receipt of polling information by sending back the result to the RCG-S Pro via HTTPS Response along with further counter information request commands. 5. The RCG-S Pro, when the counter information request commands in the HTTPS Response are processed, responds to the Center Communication Server after initializing mutual electronic certificate authentication. 6. The RCG-S Pro send its response to meter information back to the Center Communication Server via HTTPS Post Request. 7. The Center Communication Server confirms receipt of response by sending back the result via HTTPS Response. 13

16 Section Device Connection Check Between RCG-S Pro and devices via HTTPS: 1. Mutual authentication takes place between RCG-S Pro and the device. 2. An ID2 request is sent from RCG-S Pro to the device via HTTPS Post Request. 3. The device sends back ID2 information to RCG-S Pro via HTTPS Response. Between RCG-S Pro and devices via SNMP: 1. RCG-S Pro performs serial number information request OIDs via SNMP Request. (Ricoh devices provide serial number information. Third-party devices provide a MAC address.) 2. Devices send back serial number information via SNMP Response. 14

17 Section Updating Firmware RCG-S Pro with Connector Option has the ability to update device firmware for Ricoh managed devices via HTTPS broadband Internet connection. In order to do so the following equipment is utilized: The Center Communication Server, which manages communication between RCG-S Pro and devices, obtains the required firmware version, and completes updates on the requested implementation date.* The RCG-S Pro Server to acquire firmware data from the Ricoh Global Server and transfer the data to the target device. The Ricoh Global Server to warehouse the firmware versions. The device for the firmware update. * Firmware updates can be implemented at any specified time, such as after working hours. One or multiple firmware versions can be upgraded or downgraded in a scheduled session. The request to update device firmware process is as follows: 15

18 Section 3.0 Steps 1 & 2 RCG-S Pro initiates communication to the Center Communication Server to request any device firmware updates. The Center Communication Server responds to the RCG-S Pro server for a list of target devices requesting firmware updates and the date of the scheduled update. 1. RCG-S Pro initiates communication. 2. Mutual authentication via electronic certificate takes place between RCG-S Pro and the Center Communication Server. 3. The RCG-S Pro sends polling to the Center Communication Server via HTTPS Post Request. 4. The Center Communication Server confirms receipt of polling by sending back the request to update firmware information via HTTPS Response. 5. The RCG-S Pro sends a response to the request to update firmware to the Center Communication Server via HTTPS Post Request. 6. The Center Communication Server sends an HTTPS Response. Note: Communication between RCG-S Pro and the Center Communication Server is initiated only by the RCG-S Pro. Step 3 When the date of the scheduled update is reached, RCG-S Pro acquires the firmware data from the Ricoh Global Server via the Center Communication Server. 1. RCG-S Pro initiates communication. 2. Mutual authentication via electronic certificate takes place between RCG-S Pro and the Center Communication Server. 16

19 Section RCG-S Pro sends a request for firmware information to the Ricoh Global Server via HTTPS Get Request. 4. The Ricoh Global Server confirms receipt of request for firmware data by sending back the result to the RCG-S Pro via HTTPS Response along with further firmware data request commands. Note: It is not necessary to open a port for HTTPS reception from outside the customer s firewall because the Center Communication Server is not initiating communication through the customer firewall. Steps 4 & 5 For access from RCG-S Pro to devices, RCG-S Pro sets up the device ID and password via FTP login. A connection is made when the ID and password are correct. Updated firmware is then sent to the device via FTP and a response is sent if the firmware data was received. The device also sends a boot notification to the RCG-S Pro server to automatically reboot after the firmware update. 1. Send ID and password via FTP login. 2. Connection is made when ID and password are correct. 3. Send firmware data to the device via FTP. 4. Receive response if firmware data was received via FTP. 5. When there is a device alarm, the device initiates authentication via electronic certificate with RCG-S Pro. 6. Devices send boot notification information to RCG-S Pro by HTTPS Post Request. 7. RCG-S Pro confirms receipt of boot notification information by sending back the result via HTTPS Response. 17

20 Section 3.0 Step 6 RCG-S Pro sends the results of the firmware update to the Center Communication Server. 1. RCG-S Pro initiates communication. 2. Mutual authentication via electronic certificate takes place between RCG-S Pro and the Center Communication Server. 3. The RCG-S Pro sends notification of the results of updating the firmware version of the device to the Center Communication Server via HTTPS Post Request. 4. The Center Communication Server confirms receipt of response to the notification of the results of updating the firmware version of the device by sending back the result to the RCG-S Pro via HTTPS Response. 3.6 AutoDiscovery With AutoDiscovery, the RCG-S Pro can automatically discover network-connected devices and with Connector Option encrypt and send information (e.g. Printer MIB, meter data) to the Center Communication Server via a secure HTTPS connection. RCG-S Pro collects device information from devices which are specified by identifying selected network segments in the Discovery Settings menu of the user interface for RCG-S Pro. The following intervals can be set for RCG-S Pro AutoDiscovery: Execution interval Set value Note Once per day Time: 0:00 23:59 Example: 13:00 Once per week Day: Sunday Saturday Example: 12:00, Sunday Time: 0:00 23:59 Once per month Day of month: 1 28th Example: 9:00, the 20th Time: 0:00 23:59 Note: The factory default setting is Not Used. If the device is without electrical power or is not connected to the network, no device information will be obtained. 18

21 Section 3.0 Traffic utilization with the RCG-S Pro server is also negligible. Traffic Size & Communication Timing via SMNP for Meter Data Between Device & RCG-S Pro Between RCG-S Pro & Center Communication Server Approx 4 KB or less per device traffic size User set communication timing Approx. 4 KB or less per message traffic size* Approx. 8 KB after the device data is captured *Data size is doubled when using SSL communication. SNMP The AutoDiscovery process between the RCG-S Pro server and device is shown below. Device MIB information is obtained from periodic RCG-S Pro to device polling. 1. Devices obtain counter information request OIDs from RCG-S Pro via SNMP Request. 2. Devices send back their counter and device information via SNMP Response. 19

22 Section 3.0 HTTPS The following diagram depicts the procedure to securely transmit stored device data on the RCG-S Pro server to the Center Communication Server. The device information acquired via SNMP is stored with RCG-S Pro temporarily and then notified collectively by the following procedures for every ten devices. 1. RCG-S Pro initiates communication. 2. Mutual authentication via electronic certificate takes place between RCG-S Pro and the Center Communication Server. 3. RCG-S Pro sends polling information to the Center Communication Server via HTTPS Post Request. 4. The Center Communication Server confirms receipt of polling information by sending back the result to the RCG-S Pro via HTTPS Response along with further counter information request commands. 5. RCG-S Pro, when the counter information request commands in the HTTPS Response are processed, responds to the Center Communication Server after initializing mutual electronic certificate authentication. 6. RCG-S Pro sends its response to counter information back to the Center Communication Server via HTTPS Post Request. 7. The Center Communications Server confirms receipt by sending back the result via HTTPS Response. AutoDiscovery Network Security Security Concern HTTPS Security Threat? Reason Attack from outside of customer s network NO No HTTPS server at customer location. Communication can only be initiated by RCG-S Pro from behind the customer firewall. Customer data security including: NO All data is transmitted in SSL protocol Unauthorized access only after both ends verify each other s identity and only to the address specified Malicious data interference at setup. The data itself is also encrypted Illicit network monitoring (cipher RC4-MD5 128 bits). 20

23 Section 4.0 Appendix Appendix 4.1 Device Information Information obtained during the AutoDiscovery process: Select meter counters Controller/NIC version Model and vendor name MAC/Serial number IP address Advantages Information Obtained Device Details Reduces downtime Alert Firmware Device failure call (jam, cover open, etc.) Controller/NIC version Automated counter checking Counter Total/copier, fax, printer/black & white, color counter Toner alert Toner low, Staples out Toner end/near end Device monitoring Device information Model name, vendor name, IP address, etc. 21

24 Section 4.0 Appendix Protocols and Open Ports RCG-S Pro Port Usage and Communication Methodologies No. Occasion Communication Direction Port. No. Protocol Type 1 RCG-S Pro is connecting to device by FTP. 2 RCG-S Pro is sending firmware information. 3 RCG-S Pro is capturing MIB information from device. RCG-S Pro = > Device 20 FTP TCP RCG-S Pro = > Device 21 FTP TCP RCG-S Pro = > Device 161 SNMP UDP* 4 RCG-S Pro is sending notification to Center Communication Server via HTTPS. RCG-S Pro = > Center Communication Server 9443 HTTPS TCP Device is sending notification such as emergency call. CE/Service Technician is operating RCG-S Pro via laptop. RCG-S Pro is requesting firmware information. 5 RCG-S Pro is capturing device information. 6 RCG-S Pro tries to communicate with device for the first time. Device = > RCG-S Pro CE s Laptop = > RCG-S Pro RCG-S Pro = > Center Communication Server RCG-S Pro = > Device 7443 HTTPS TCP RCG-S Pro = > Device 7444 HTTPS TCP *User Datagram Protocol Open Ports and Communication Methodologies Communication No. Type 1 Device is sending notification such as Emergency Call. Communication Direction Port. No. Protocol Type Device = > RCG-S Pro 9443 HTTPS TCP CE/Service Technician operates RCG-S Pro via laptop. CE s Laptop = > RCG-S Pro 22

25 Section 4.0 Appendix 4.3 Cryptographic Algorithms of HTTPS Figure 1 below shows SSL negotiation with mutual authentication, client authentication and server authentication. Steps are detailed on the following page. REMOTE COMMUNICATION GATE (CLIENT) COMMUNICATION SERVER (SERVER) Client private key Certificate: RSA-512 Client public key Certificate: RSA-512 CA public key Certificate: RSA-512 Server private key Certificate: RSA-512 Server public key Certificate: RSA-512 CA public key Certificate: RSA-512 (1) SSL version, Seed (random number),supported cipher suite (2) SSL version, Seed (random number), Session ID, Cipher used in the conversation (3) Server Certificate (4) Client Certificate Request (5) Server Certificate Verify (6) Client Certificate (7) Pre master secret (Random number) generation (8) Pre-master secret (9) Sign to data using client private key (10) Data with signature (11) Session Key generation Cipher RC4-MD5 128 bits (RCG-S Pro V3.34 or later) with two seeds and pre master secret (12) Client Certificate Verify Session Key generation Cipher RC4-MD5 128 bits (RCG-S Pro V3.34 or later) (13) Finished (14) Finished/Session Start Figure 1: SSL Handshake Change Cipher Protocol 23

26 Section 4.0 (1) The first step in the process is for the client to send the server a Client Hello message. This hello message contains the SSL version and the cipher suites the client can talk and seed of random number. The client sends its maximum key length details at this time. (2) The server returns the hello message with one of its own in which it nominates the version of SSL and the ciphers and key lengths to be used in the conversation, chosen from those offered in the client hello. (3) The server sends its digital certificate to the client for inspection. (4) The server sends a client certificate request after sending its own certificate. (5) The client verifies the server certificate. (6) The client sends its certificate. (7) The client generates a pre master secret and encrypts it using the server's public key. (8) The client sends a pre master secret to the server. (9) The client signs to data using client secret key. (10) The client sends a certificate verify message in which it encrypts a known piece of plaintext using its private key. The server uses the client certificate to decrypt, therefore ascertaining the client has the private key. (11) The client generates a session key with two seeds and pre master secret. (12) The server verifies the client certificate. The server decrypts pre master secret using server private key, and generates a session key. (13) The client now sends a Finished message using the new key to determine if the server is able to decrypt the message and the negotiation was successful. (14) The server sends its own Finished encrypted message using the key. If the client can read this message then the negotiation is successfully completed. RCG-S Pro and the Center Communication Server have a 512 bit certificate. Therefore an RSA 512 bits cipher suite is used. For RCG-S Pro Ver and later an RC4-MD5 128 bits cipher is used for encryption. When HTTPS method is selected, the session key (i.e. the encryption key for HTTPS) is created each and every time. 24

27 Section 4.0 Appendix 4.4 Network Traffic and Communication Timing Traffic Size & Communication Timing (By Device Type & Purpose) Between Device & RCG-S Pro Between RCG-S Pro & Center Communication Server SNMP Communication Meter Date Server Traffic Size Approx 4 KB or less per device before encryption Approx 80 KB or less per message (depending on the # of devices) Communication Timing Every 24 hours polling as default Daily/weekly/monthly (On the meter reading due date)/18:00-10:00 local time Failure Supply Call Traffic Size Approx 4 KB per device Approx 8 KB per device Communication Timing Every 10 minutes polling as default Real-time (right after Failure Call/Supply Call is captured) Device Connection Check when Disconnected Traffic Size Communication Timing Approx 1 KB per disconnected device Search for the disconnected device every 12 hours HTTPS Communication Device Meter Data Traffic Size Approx 160 KB per device Approx 1.5 MB or less per message (depending on the # of devices) Communication Timing Every 24 hours polling as default Daily at random times Service Call/Supply Call Traffic Size Approx 100 KB per device Approx 10 KB per device Communication Timing Real-time Real-time Firmware Update Traffic Size Avg. 6 MB (Max 16 MB per firmware) Avg. 6 MB (Max. 16 MB per firmware) Communication Timing Specified date and time Specified date and time Device Connection Check when Disconnected Traffic Size Communication Timing Approx 1 KB per disconnected device Search for the disconnected device every 12 hours Note: Although RCG-S Pro executes a connection check and collects device information from monitored devices, only data from managed devices is sent to the Center Communication Server. 25

28 Section 5.0 Frequently Asked Questions Q1. Should the RCG-S Pro be installed in a special location? A. The RCG-S Pro does not require any specific location. Install it where you would IT servers. Q2. How are RCG-S Pro settings protected? A. Access is user name and password protected. Q3. Should power to the RCG-S Pro normally be left on? What about power to devices? A. Leave the server powered on, so the RCG-S Pro can collect device data at the times specified during setup. Also, because it should remain connected, the RCG-S Pro is a server PC. Make sure main power switches on devices are on (a device s status cannot be read if its main power is switched off). Q4. How can I turn off the RCG-S Pro? A. 1. Double-click C:Program Files RMWSDMEX tool atremote_stop_manual.bat to stop service in the server PC. 2. Confirm by Services in Server Manager that service (DH AtRemoteService) is stopped. 3. Shut down Windows by the normal procedure. 4. Unplug or turn off the power switch. Q5. How can I turn on the RCG-S Pro? A. 1. Plug in or turn on the server s power switch. 2. Start up Windows by the normal procedure. Note: Wait for about 30 seconds after Windows starts up, because you must wait until RCG-S Pro is started and in standby. 3. Double-click C: Program Files RMWSDMEX tool atremote_start_auto.bat to start service in the server PC. 4. Confirm by Services in Server Manager that service (DH AtRemoteService) is started. Q6. Is data that is sent out over the Internet secure? A. Yes, because it is transmitted in SSL protocol after both ends verify each other s identity, and only to the address specified at setup. Also, for further security, the data itself is encrypted between the device, RCG-S Pro and the Center Communication Server (encryption level is at cipher RC4-MD5 128 bits). Communication between RCG-S Pro and the Center Communication Server uses the form initiated by RCG-S Pro. Communication is never initiated from the Center Communication Server. 26

29 Section 5.0 Q7. What kind of data is received from the Center Communication Server? A. When the Center Communication Server requires device information it sends a request (status sense) for it. Q8. Can system communicate into the RCG-S Pro? A. Initiated communication is from RCG-S Pro: To go through the firewall, the Center Communication Server must send necessary information in reply to the signals sent regularly from the RCG-S Pro (frequency specified at setup).* * Communication is not initiated by the Center Communication Server. Q9. Can viruses enter the user network when communicating over the Internet? A. No, because communication occurs only within the limits of RCG-S Pro and the Center Communication Server. Also, the data is sent in SSL protocol after mutual authentication (virus checks are carried out before sending). Q10. How many devices can RCG-S Pro monitor and manage? A. Up to 5,000 managed devices can be registered to the Center Communication Server. For AutoDiscovery, RCG-S Pro can monitor and manage a total of 5,000 devices per instance, including those devices registered to the Center Communication Server. Q11. What about traffic size on the user network and its communication timing? A. Traffic size and its communication timing will differ depending on the communication data type. Please refer to Appendix 4.4 for the detailed traffic size and its communication timing. Q12. Is there any chance of obtaining the customer's server or client PC s information via RCG-S Pro? A. No. Information on the customer's server or client PC is never obtained via RCG-S Pro. Q13. Does RCG-S Pro support a Token Ring environment? A. No, it does not. 27

30 Ricoh Americas Corporation, Five Dedrick Place, West Caldwell, NJ Ricoh and the Ricoh logo are registered trademarks of Ricoh Company Ltd. All other trademarks are the property of their respective owners.