White Paper. 2005, Ricoh Corporation

Transcription

1 White Paper This guide is intended solely for the use and information of Ricoh Corporation, its designated agents and their employees. The information in this guide was obtained from several different sources that are deemed reliable by all industry standards. However, neither Ricoh Corporation nor any of its agents or employees shall be responsible for any inaccuracies contained herein. 2005, Ricoh Corporation All rights reserved. No part of this book may be reproduced or transmitted in any form or by any means electronic or mechanical, including photocopying, recording, or any information storage and retrieval system, without permission in writing from the Publisher.

2 Service 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. Businesses are 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 big businesses especially, system control and administration 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 expands. Pressure to get the maximum from a network has never been greater. Control over devices is an elemental factor of network efficiency, since this is key to TCO (Total Cost of Ownership = start up + control/administration + operation). Also, as competition intensifies, business system costs have grown in significance and are now a major management priority. 1.2 The Challenge To reduce time lost on equipment maintenance: servicing, supplying and monitoring. To overcome human interface issues relieving dependencies on users for reports on device 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 become aware of them, minimal user intervention. Identifying and pre-diagnosing potential breakdowns or shortages. Technicians could then be dispatched, fully equipped with the necessary parts. Monitoring device performance, and making whatever modifications necessary to optimize productivity and efficiency. Watching over supply consumption, and sending out replenishments before they run out. Providing TCO-relevant data to the administrator. Establishing an automated, usage-based billing system to streamline running is designed to be capable of exactly these functions. Its purpose is to provide three related enhancements: IT equipment maintenance - accident and breakage recovery. Toner supply, ordering and delivering IT equipment productivity - maximizing device utilization for the least cost IT cost reduction - initial outlay for equipment maintenance and running costs 2

3 2. To limit the downtime of each kind of device (multifunction products, network printers, copiers), it is of growing necessity that we attempt to deploy our systems and tools provides for this, allowing users to benefit from improved business productivity, independence from maintenance responsibility and enhanced ROI. Advantages There are four broad features that make it particularly advantageous for users: Reduced Downtime downtime is reduced through remote maintenance. Specifically, remote maintenance cuts downtime by sending service calls automatically to a service technician. User Until Now 1 3 Service Company Automated Counter Checking 2 4 counter monitoring means the user no longer has to manually report counter figures. The traditional counter checking procedure involved: User Until Now Service Company Service Company offers an improvement in the form of remote, automated counter checking. User workload is reduced. User Ordering Supplies (toner, reports 1 toner level (near end/end) data to our service company. downtime is reduced as the user no longer has to worry about re-order telephone calls, forgotten stock, supply control and so on, now that monitoring and dispatch is fully user-independent. 2 Service Company User 1 Until Now device check 2 Service Company 1 Service Company Monitoring This provides information on device operation for more effective control. 3

4 2.2 Summary of Advantages There are four broad features that make it particularly advantageous for users: Advantages Main Features Advantage 1. Reduce Auto Service When Service Calls occur, can receive device Call contact their sales/service companies failure calls and diagnostics Downtime for device maintenance or repair. automatically. 2. Automated Auto Counter Meter reading is usually by carries out meter Counter Reading & fax, and telephone between customer reading periodically, without Checking Billing and sales company. requiring user intervention. 3. Ordering Auto Supply When supplies run out, can obtain Supplies Replenishment contact their sales companies to toner level information (toner, etc) order or stock supplies. (near end/end) from devices automatically. 4. Status IT managers want to manage can monitor not Monitoring Monitoring devices collectively. However, they only Ricoh family group have to utilize each vender s devices but also those of management software and it s other companies, and finds difficult to find out/manage new new devices automatically. network devices. 4

5 System is an interactive system, allowing data to flow between two main components: The this device acts as a relay unit to which the user s devices (multifunction proucts, network printers and copiers) are connected via the network. The Server at the service company end, where the s data is received. User Connection Method Service Company LAN 1. HTTPS 2. SNMP Always connection 1. HTTPS 2. SMTP Server 4. Methods and Information Security 4.1 How communication between and connected devices works There are two types of communication method used between the and connected devices: HTTPS (Hyper Text Transfer Protocol Security) SNMP (Simple Network Management Protocol) MIB (Management Information Base) information is obtained from devices via regular polling. LAN Always connection 1. HTTPS 1. HTTPS Server 2. SNMP 2. SMTP HTTPS Method to device communication (and vice versa) is in SSL (Secure Sockets Layer) format. Data is encrypted (56 bit). Both and devices use security authentication checks. For each communication, a mutual authentication procedure is completed before the data is sent. Access to customer server/client computers is not possible because the recognizes only printer MIB. 5

6 HTTPS communication takes two forms: Access from devices to - Example: Emergency call ( failure call or Toner end/near end call) Access from to devices - Example: Counter information LAN 1. HTTPS 2. SNMP Always connection 1. HTTPS Server 2. SMTP Access from devices to 1. HTTPS PKI Negotiation (Authentication via electronic certificate) 2. HTTPS Post Request (Emergency call) 3. HTTPS Response (Result) 1. When there is a device alarm, the device initiates authentication via electronic certificate with the. 2. s send failure call information to the by HTTPS POST Request. 3. The confirms receipt of failure call information by sending back the RESULT via HTTPS Response. Access from to devices - Example: Counter information 1. HTTPS PKI (Public Key Infrastructure) Negotiation (Authentication via electronic certificate) 2. HTTPS Post request (Counter information request) 3. HTTPS Response (Counter In formation) 1. When the is initiating, authentication via electronic certificate takes place between and the devices. 2. The sends the obtain counter information request to devices using HTTPS POST Request. 3. s confirm receipt of the counter information request by sending back the counter information via HTTPS Response. PKI: Public Key Infrastructure HTTPS: Hypertext Transfer Protocol Security (HTTP over SSL Secure Sockets Layer) 6

7 4.1.2 SNMP Method MIB information is obtained from periodic (default: 10 minutes) to device polling. This includes counter information and emergency call (device failure call or toner end/near end call). -to- access is not possible. LAN 1. HTTPS 2. SNMP Always connection 1. HTTPS 2. SMTP Server 1. SNMP Request (Counter information request) 2. SNMP Response (Counter information) Every 10 min. as default 1. SNMP Request (Counter information request) 2. SNMP Response (Counter information) Procedure 1. s obtain counter information request OIDs from the via SNMP Request. 2. s send back their counter information via SNMP response. SNMP: Simple Network Management Protocol OID: Object Identifier MIB: Management Information Base EOT: End Of Text 7

8 4.2 How communication between and Server works Two types of communication method are used between the and Server: Always connection: HTTPS (Hyper Text Transfer Protocol Security) Always connection: SMTP (Simple Mail Transfer Protocol) About HTTPS to device communication (and vice versa) is in SSL (Secure Sockets Layer) format. Data is encrypted (56 bit). Both and Server use security authentication checks. For each communication, a mutual verification procedure is completed before the data is sent. About SMTP Data is encrypted (56 bit) Always Connection HTTPS HTTPS has two methods of communication: Emergency call ( failure call or Toner end/near end call) - Sending from the Counter Information - Handling Server requests by initiation from

9 Emergency Call 1. Initiat form 2. HTTPS PKI Negotiation (Authentication via electronic certificate) Server 3. HTTPS Post Request (Emergency call) 4. HTTPS Response (Result) Periodic polling every 1 hour as default HTTPS PKI Negotiation (Authentication via electronic certificate) Server 3. HTTPS Post Request (Emergency call) 4. HTTPS Response (Result) Procedure 1. initiates. 2. Mutual authentication via electronic certificate takes place between and Server. 3. The sends failure call information to the Server, via HTTPS POST Request. 4. The Server confirms receipt of failure call information by sending back the RESULT via HTTPS Response. between and Server is initiated only by the. 9

10 Counter information 1. Initiates 2. HTTPS PKI Negotiation (Authentication via electronic certificate) Server 3. HTTPS Post Request (Polling message) 4. HTTPS Response (Counter Information Request) 5. HTTPS PKI Negotiation (Authentication via electronic certificate) 6. HTTPS Post Request (Counter Information) 7. HTTPS Response (Result) Procedure 1. The initiates mutual electronic certificate authentication with the Server. 2. The sends polling information to the Server, via HTTPS POST Request. 3. The Server confirms receipt of polling information by sending back the RESULT to the, via HTTPS Response, and adds to this further Counter information request commands. 4. The, when the Counter information request commands in the HTTPS Response are processed, responds to the Server, after initializing mutual electronic certificate authentication. 5. The sends its response to Counter information back to the Server, via HTTPS POST Request. 6. The Server confirms receipt of response by sending back the RESULT, via HTTPS Response. system utilizes -initiated pseudo bi-directional communication. Since sending is not from the Server through the customer firewall, it is not necessary to open a port for HTTPS reception from outside the customer firewall. PKI: Public Key Infrastructure 10

11 4.2.2 Always Connection SMTP ( ) Only send functions, like normal , can be performed from to Server. Example: 1. Counter information LAN 1. HTTPS 2. SNMP 3. Private interface Always connection 1. HTTPS 2. SMTP Dial up connection 3. HTTPS Server Server 1. SMTP (Encrypted periodic message) Procedure 1. The sends device information to the Server as an encrypted attachment. 2. The sends in only one direction; from outside does not have reception functions. 3. The supports two type of SMTP authentication: SMTP authentication POP before SMTP authentication SMTP: Simple Mail Transfer Protocol 11

12 Appendices Appendix 1. Information (examples) Appendix 2. Basic Specifications 1. Hardware 12

13 2. Software 3. System/Network Environment Recommendations 13

14 Appendix Protocols and Only Open Ports. 14

15 Questions and Answers Q1. Should the be installed in a special location? A. The does not require any specific location. Install it where you would normal office equipment. Q2. Does the emit noise or odor? A. There is no internal fan so no noise is emitted. No chemicals are used inside the so no odor is produced Q3. The has three sockets (apart from the power socket), what are these and how are they different? A. One is for serial connection, and the other two are for the network. The network sockets are the same, but one is for service technician use only, the other is for connecting to the user network (LAN).* Q4. How are settings protected? A. Access is user name and password protected, neither of which can be changed (every customer can change the password). Q5. Should power to the normally be left on? What about power to devices? A. Leave the power supply on, so the can collect device data at the times specified during setup. Also, because it should remain connected, the has no power switch. Make sure main power switches on devices are on (a device s status cannot be read if its main power is switched to off). Q6. What action is to be taken in the event of a power outage? A. Keep the plugged in, it will recover itself automatically. Q7. What happens to data in the if there is a power outage? A. When power is lost during device to / to Server communication: Data in communication is lost. However, the s SD card backs up data once an hour backed up data remains stored. When the power is back on, incompletely sent data, due to power outage (including that not stored on the SD card), is automatically resent. 15

16 Q8. Does the require any supplies or additional A. No. replacement parts over time? Q9. 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 (encryption level is at 56-bit between device and / and the Server). between and the Server uses the form initiated by the. is never initiated from the Server. Q10. What kind of data is received from the Server? A. When the Server requires device information it sends a request (status sense) for it. Q11. How is the firewall passed from the Server? A. Initiation is from the : To go through the firewall, the Server must send necessary information in reply to the signals sent regularly from the (frequency specified at setup). does not come from the Server. Q12. Can viruses enter the user network when communicating over the Internet? A. No - because communication occurs only within the limits of and the Server. Also, the data (virus checks are carried out before sending) is sent in SSL protocol after mutual authentication. Q13. How many devices can the Manage? A. One can manage 100 devices. Q14. What about traffic on the user network when the router is bypassed and data is passing between the and devices? A. Network traffic varies according to user environment, building, and how the router is bypassed. (Average data loads are 20 KB per device for counter information; 100 KB per device for irregularity reports.) 16