PageCounter Professional RMA

Transcription

1 09/09/2013 PageCounter Professional RMA Equitrac Professional Enterprise Edition (EPEE) Nuance Field Certification Program 2-06 Nuance Document Imaging Paul Bahry NUANCE DOCUMENT IMAGING Paul Bahry PageCounter Professional RMA on EPEE Page 1

2 TABLE OF CONTENTS Hardware... 3 Connector Map... 3 Review Settings on the Original PCP... 4 Software Prepping the Control System... 5 Swap the Physical Units... 7 Software... 9 Programming the new Terminal Fax Tracking Finalizing the RMA NUANCE DOCUMENT IMAGING Paul Bahry PageCounter Professional RMA on EPEE Page 2

3 PageCounter Professional RMA on EPEE This document will serve as both your certification material and guide on how to RMA a PCP terminal on EPEE. EPEE is one of our legacy Control Systems, this document will apply to EPEE and will also apply to some of the earlier builds before we rebranded the software EPEE such as System 4. Learn the material in this guide, and pass the test presented at the end to become certified. You can follow this guide when actually onsite for step-by-step instructions on how to perform this RMA successfully. HARDWARE You are already familiar with the PageCounter Professional hardware from previous materials. As a quick reminder, you need to be familiar with the differences between Version 1 and Version 2 PCPs before you can bring a new or replacement terminal online, as you will need to specify which version you are working with before choosing what firmware to put on it. Use the logo across the top bezel of the PCPs screen to quickly tell which version you are working with. CONNECTOR MAP NUANCE DOCUMENT IMAGING Paul Bahry PageCounter Professional RMA on EPEE Page 3

4 REVIEW SETTINGS ON THE ORIGINAL PCP As always, when doing an RMA, try and get as much information as you can from the existing unit. If the screen is just dim, squint, and get all the information you need from it. If the unit is completely down, we will discuss how to obtain all the needed information from the control system in the next chapter. However, unless the unit has been destroyed in a fire, you should always be able to get the serial number from it. Make note of the serial number you will need it later! The serial number can be found on a silver sticker on the back, and will look like: PCP with different numbers, of course. TRZCOPY64 or PC7FF0E0R are examples of the Part Number, NOT the serial number! The first step is to hit ALT+V on the PCP keyboard as if you were pasting something on your PC. Make note of the following settings from the screen that comes up: You MUST know the Name, the Site ID, the IP Method (IP address, Subnet and Gateway if Static), Control System, and Control Type before installing the new terminal. If you cannot get this from the existing terminal, there will be a section later about obtaining that information from the control system. NUANCE DOCUMENT IMAGING Paul Bahry PageCounter Professional RMA on EPEE Page 4

5 SOFTWARE PREPPING THE CONTROL SYSTEM EPEE is unique in that you must prepare it to accept a new terminal coming online. Even in an RMA the serial number must be updated, otherwise new records get created, and the whole thing becomes a big, giant mess. To prep the system for a new terminal, we must get into EPEE itself. Find it in the start menu. When you open EPEE, it will ask for a username and password. All builds of EPEE should accept the following as an administrator username and password. IMPORTANT The username and password for getting into EPEE is P and HOG respectively. Use a capital P as the Username and capital HOG as the password. These credentials are case sensitive! This is what the EPEE interface looks like when you first log in: NUANCE DOCUMENT IMAGING Paul Bahry PageCounter Professional RMA on EPEE Page 5

6 Press the CONFIGURATION tab at the top, and choose Site Setup: This will result in a list of Sites. In fact, the SITE ID value you tried to get from the existing terminal should be reflected here. Their descriptions should help you limit your choices if there are more than one. Pick the obvious answer, and simply double-click it. The site configuration page will come up. Choose the Devices tab, and this will display a list of defined terminals at this location: You can see in the screenshot above, there are only two defined terminals. The second terminal, Unit A2 was a test unit, and is not Active. Let s say then, that we are changing out the terminal with the name PCPCPA1. You will need to scroll over to the right and expose the Serial Number column. You must change the serial number here after you take the old unit off the network, but before you bring the new one on! EPEE defines devices based off their serial numbers. You must change this value beforehand to prevent endlessly duplicating their devices, and corrupting their configurations! Change the serial number in this field from the Old Device s serial number, to that of the new device. Be careful with this step! If you have any questions or concerns about doing this, please contact Bench Support for clarification! The serial number can be entered like any text field, just remove the old digits, and put the new ones in. Once the serial number has been changed NOW you can go ahead and bring the new terminal online! NUANCE DOCUMENT IMAGING Paul Bahry PageCounter Professional RMA on EPEE Page 6

7 SWAP THE PHYSICAL UNITS FIRST power down the terminal, and the copier!! You do not want to disconnect and connect cables that carry power while the units are powered on. As such, both the terminal and the copier must be powered down before you disconnect and reconnect anything. The copy control cable carries enough voltage to spark and blow out both the terminal and the interface board in the copier, it has happened before make sure it does not happen to you! It is also important to inform the client that you will be turning off their copier for a short time before you do it. Some of these units take an awful long time to boot back up, and if we take it down without them knowing and they have an important job on the way there could be trouble! Make sure the client is aware! Once that is out of the way, you want to disconnect cables from the existing unit. Here is where the first of the hardware differences between Version 1 and Version 2 units becomes evident. Version 1 units do NOT have an Expansion port. They have an Ethernet port that is in a slightly different location that the later models, but they do not have an expansion port. This means that in a chain of Ethernet devices, the PCP will need to be the last device in that chain. Disconnect all cables, and ensure they plug into the new one correctly! If it is a Version 2 unit, ensure the Ethernet and Expansion (if used) cables do NOT get mixed up or reversed. If it is a Fax-Equipped unit, make sure you get the Line and Fax cables correct. Line goes to the wall. Fax goes to the actual fax machine. Once the unit boots up, you should see a screen like this: The terminal will also likely be flashing a message about Communication With xxx.xxx.xxx.xxx Down. Do not worry about that of course it can t communicate yet we haven t set up where it is supposed to communicate to! NUANCE DOCUMENT IMAGING Paul Bahry PageCounter Professional RMA on EPEE Page 7

8 Press the MGR key on the keyboard. This is the manager key, and the terminal will prompt you for a password. The password for entering Manager Mode on a PCP is CBR without the quotes. This will by default enter in the correct case, so do not worry about caps. When you enter the correct password you are shown a menu. You can navigate this menu using the UP and DOWN arrow keys to highlight and press ENTER, or pressing a numeric key corresponding to the option you require. Enter the network menu, and you are shown the screen below: To navigate from field to field you will need to use the TAB key on the keyboard. The unit automatically chooses DHCP by default and will come up and pull a DHCP address if it can. If it cannot, it will result in a 169.xxx.xxx.xxx address. A 169.xxx.xxx.xxx IP address indicates a DHCP failure. In most cases this will resolve by entering a STATIC, or MANUAL IP address. In this case, Control System Type MUST be Mode1, and the Site ID must be carried over from the previous unit. Once all of this information is in, make sure your cursor is in one of the fields you entered and then press ENTER on the keypad. The terminal will now display a warning: Press ENTER again, and the unit will reboot. If you have configured everything correctly, the unit will now be online and communicating. However, at this step, none of the server-side configuration has been downloaded, and none of the validation (the user codes, client and matter numbers, etc) have been downloaded yet. This will take us to the control system to set up! NUANCE DOCUMENT IMAGING Paul Bahry PageCounter Professional RMA on EPEE Page 8

9 SOFTWARE This is a screenshot of a typical EPEE installation. There are icons in the system tray, there may or may not be a Local Polling application running (local polling is used for even older terminals, if they have some). By default, three web-icons will be installed on the desktop. If they are not there, find them in the start menu. The one we are concerned with here is called PageCounter Communication Status. On this page, you will be able to find most of the information you need from the control system. If your unit is offline, you can get the Name, the Site ID, the IP address. Getting the Control System IP is easy by using Start/Run and typing CMD, and using the IPCONFIG command as discussed in previous guides. In the case where you cannot get the information from the existing unit, you will need to get the rest of it here. And you will need to assume to start, that the unit was DHCP to begin with. If DHCP fails, you will need to get the IP configuration information from the client or the client s IT department. NUANCE DOCUMENT IMAGING Paul Bahry PageCounter Professional RMA on EPEE Page 9

10 PROGRAMMING THE NEW TERMINAL Up at the top of the Communications Status page is a Force Device Updates link. Click that link! This will take you to a page that will display all ACTIVE terminals on their system. Now that your unit has replaced the old, defective unit, we now need to push the configuration and validation down to the terminal. On this page, you can command the control system to do just that. - Step 1 CLEAR ALL! o You must Clear All before programming your device, else you may end up programming a whole lot of devices you don t intend to. - Step 2 Check Resend All Validation for your terminal ONLY. - Step 3 Check Resend Configuration for your terminal ONLY. - Step 4 Save Changes! o Save Changes will accept what you have put in, and command the system to execute those instructions. The page will simply refresh at this point, and look like it has done nothing. But if you go look at the terminal, you will see a message on the lower left that says Fetching and the terminal will reboot itself twice, automatically. It will reboot automatically once for the configuration, once for the validation. You can close the Communications Status page. FAX TRACKING If your terminal is tracking a fax machine (read: if a fax machine is attached), you MUST do a fax detect! You learned how to perform this procedure on a PageCounter Professional earlier in this program, the process has not changed! FINALIZING THE RMA Once the terminal comes up after the second reboot, you can test it, and have the client test it, and finish the job. Make sure things are neat and tidy, ensure the defective unit is shipped back to us, and call it a day! NUANCE DOCUMENT IMAGING Paul Bahry PageCounter Professional RMA on EPEE Page 10