Support Assistant Installation & User Guide June 2017 Month 00, 0000 Version 2.0
2017 Xerox Corporation. All rights reserved. Xerox, Xerox and Design, ConnectKey, WorkCentre, AltaLink, VersaLink, and ColorQube are trademarks of Xerox Corporation in the United States and/or other countries. BR18390 Document Version: 2.0 (June 2017) REVISION HISTORY Version Date Details 1.0 April 2016 Initial Version 2.0 June 2017 Updates for 2.0
Contents 1. Overview... 1 Purpose... 1 Audience... 1 Prior to Getting Started... 1 Resources... 1 Training... 1 Documentation... 1 Supported Models... 2 2. Installing Support Assistant Application... 3 Device Requirements... 3 Requesting a Xerox App Studio Account... 3 Accessing Xerox App Studio... 3 Support... 4 Admin Settings... 5 Configuring the App... 5 Settings... 5 3. Running the Application... 6 Overview... 6 Service Incidents... 6 Supply Incidents... 7 Cancelling/Exiting... 7 4. Troubleshooting... 8 5. Data Security... 10 i
1. Overview Purpose Support Assistant provides timely service and/or supply information to the customer without the need to place a call. The user will receive a variety of incident messages on the local UI. This guide walks you through Xerox Support Assistant set up and references additional resources you may find helpful. Using Xerox ConnectKey technology, Support Assistant provides Xerox Partner Print Services customers a summary message of service and supply incidents currently being tracked by the Xerox Services Manager for the device. See the Running the Application section for more information. Audience Xerox Partner Print Services customers and support teams should refer to this document when installing and working with Support Assistant. To ensure successful usage of the Xerox Support Assistant application, it is very important that customers are aware of the application, how to use it, and the value it can provide. Prior to Getting Started Before you get started, please take the available training (about 15 minutes) on Learning@Xerox and familiarize yourself with this guide. In addition, you should know how to access and add devices from Xerox App Studio. Finally, be sure that the customer is aware of the capability and understands how to use it effectively. Resources Training Xerox has provided a short training module to help partners understand the following. What is the Xerox Support Assistant? What is the value to the customer? There are talking points on communicating this value to them. How to install the app on a device. This training is available on Learning@Xerox under MPS162 Getting Started with Xerox Support Assistant. Documentation The following is a list of available documentation and an abstract for each document. 1
Overview Document Description Location Xerox App Studio Quick Start Guide Xerox App Studio Information Assurance Disclosure Provides a general overview of Xerox App Studio, including how to use App Gallery and add devices to App Studio so the Xerox Support Assistant App can be installed. Provides customers an overview of the design, functions, and features of Xerox App Studio as it relates to Information Assurance. http://www.support.xerox.com/support/x erox-appstudio/documentation/enus.html https://www.xerox.com/informationsecurity/enus.html Supported Models Support Assistant is available for the following Xerox models: Xerox VersaLink devices Xerox AltaLink devices Xerox WorkCentre 3655 Multifunction Printer Xerox WorkCentre 5845/5855 Xerox WorkCentre 5945/5955 Xerox WorkCentre 6655 Xerox WorkCentre 7220/7225 Xerox WorkCentre 7830/7835/7845/7855 Xerox WorkCentre 7970 Xerox ColorQube 8700 Multifunction Printer ColorQube 9301/9302/9303 ColorQube 8900 2
2. Installing Support Assistant Application Device Requirements The following are device requirements for the app to work: Xerox multi-function printers must support the Xerox Extensible Interface Platform (EIP) version 2.5 or higher. The Xerox Extensible Interface Platform must also be enabled to allow the App to be installed on the device. The Device Configuration and SNMP Web Services must be enabled. If the device is on a network that uses a proxy to access the internet, the Proxy needs to be configured. Requesting a Xerox App Studio Account If you have not done so already, make sure you have a Xerox App Studio reseller account, which will allow you to download apps. Use the appropriate email address below to request an account. Europe: XE.App.Studio.Partner.account@xerox.com US: USA.USCG.AppStudioRequests@xerox.com Be sure to include the following information in your request: Company Name DBA, if any Address, City, State, Zip Phone Number Email Address Accessing Xerox App Studio Follow the steps below to access the App Studio. 1. Go to https://appstudio.external.xerox.com/app_studio/login and log in. 2. Select Channel Partner Gallery and do a search for Xerox Support Assistant. 3
Installing Support Assistant Application 3. Click Add to Apps under Support Assistant. 4. Click Xerox App Studio. Support Assistant is listed in your available applications. 5. At this point, you can share the application with a customer or install it directly to their devices. Icon Description If you share the application, an email is sent to the specified customer, enabling them to install the application himself or herself. For further information, see How to Share an App with a Customer Subaccount in the Xerox App Studio Quick Start Guide. If you install the application directly, you can add the app on devices you have added to App Studio. For further information on how to add devices, see How to Add a Device to Xerox App Studio in the Xerox App Studio Quick Start Guide. Note: To install the application directly, you must have access to the customer s network (either local access or VPN). Support For any installation or post-installation issues, please contact the MPS Application Support (MAS) team. 4
Installing Support Assistant Application Admin Settings After installing the Support Assistant application, you may need to configure the application for the following reasons. The device s SNMP Community Read string has been changed from the default value. You want the Support Assistant application to display only service incident or supply incident information, but not both. You want to customize the Support Assistant application to display your company logo on the application screen. Configuring the application is optional, and the application will function properly without configuration. If the device s SNMP Community Read string has been changed from the default value and you do not configure the app, the app may not be able to suppress the display of a recently received toner supply that has already been installed in the device. Configuring the App 1. On the device, login as an admin. 2. Select the Gear Icon or Settings button to view the Settings screen. Settings DISPLAY STATUS The Display Status setting controls the set of incidents displayed by the application. The default value is All. The choices are All This displays the status of both Services and Supplies Incidents. Service This displays the status of just the Service Incidents. Supply This displays the status of just the Supply Incidents. SNMP STRING The SNMP string value provided in the app should match the SNMP community name string of the device. The default value of this setting is public. (This is the factory default setting of the SNMP community name string of the device.) If the SNMP string value in the Settings screen does not match the SNMP string value of the device, you will see a message The string does not match. Verify that the SNMP string in the application is set correctly. LOGO If Xerox Partner Print Services partners that wish to have their logos displayed in the app, you can enable and configure the Logo option. To use the logo option: 1. Select the Show Logo on UI checkbox. 2. Enter the URL of the logo. The logo must be hosted on a publicly available web server. The image must be a.png format with a transparent background. For best results, the height should be 43 px for AltaLink devices and 33 px for all other devices. If the logo could not be successfully retrieved, you will see the message No logo found at this URL. Verify that the URL is correct; you can reach the URL using a standard web browser. 5
3. Running the Application Overview Once the app is deployed to the device, the Support Assistant displays on the LCD panel. Upon entering the application, a progress bar displays while incident information is retrieved. Once the incident information is retrieved, the incident information displays. No Service or Supply Incidents Open If no service or supply incidents are currently open, you will see a message like the following. There are currently no active service or supply statuses. Service or Supply Incidents Open If there are any service or supply incidents open, you may see an image like the following example. Service Incidents Service Incidents display on the screen if the admin has set the Display Status to either All or Service and the device has an open service incident outstanding. The information displayed for a service incident may vary based on the state of the incident and the information available in Xerox Services Manager. The information displayed for a service incident may include: The problem reported. (e.g., Paper Jam, Output Quality) The state of the incident. (e.g., In Progress, Service Technician Dispatched) If the state of the incident or the date/time is not available, that information will not be displayed. 6
Running the Application Supply Incidents Supply Incidents will display if the admin has set the Display Status to either All or Supply and the device has an open or recently closed supply incident. The information displayed for a supply incident may vary based on the state of the incident and the information available in Xerox Services Manager. The information displayed for a supply incident may include: The supply being ordered or monitored (e.g., toner, staples, waste bottle) The state of the order (e.g., monitoring, ordered, shipped) If the supply state if ordered, the date it was ordered If the supply state is shipped, the date it was shipped, the shipper and a tracking number. (Note: Shipper and tracking number are normally only available for US devices.) Note: The monitored state only applies to toner. Also, for devices in the toner monitoring state, the specific toner being monitored will not be identified. The specific toner is only available once it has been ordered. If a toner supply is in a shipped state, the application will try to determine if the supply has already been installed by checking the current state of the toner. If the toner has been recently installed, the toner supply incident is not displayed. Supply incidents display in the application when the incident is still open or it was closed or shipped within the last 7 days. Cancelling/Exiting In order to cancel or exit the app on the VersaLink or AltaLink, select the home button. On a ConnectKey device, the user may select either Services Home button or the Clear All hard key. 7
4. Troubleshooting This section provides information about errors you may encounter with Support Assistant and recommendations on how to resolve them. If you require more information or encounter a different issue, please follow the standard support process. Message Connection Error An error occurred while trying to connect to the remote server. OR Support Assistant Information is temporarily unavailable. Try again later. (ESA-008) App Error. If the problem persists, please call your support provider and communicate appropriate error code: xxxx Support Assistant information is temporarily unavailable. Try again later. (ESA-xxx) [Where xxx is not 008] This device is not supported by Xerox Managed Print Services. If you believe this is an error, please contact your support provider. This device cannot be uniquely identified by Xerox Managed Print Services. If you believe this is an error, please contact your support provider. Corrective Action The device was unable to reach the Support Assistant application server: Verify the device is on the network by browsing to it from a computer. If the device cannot be reached, work with the system administrator to resolve the problem. Verify the Proxy Settings on the device are correct. Contact your support provider or MAS for further assistance. The Support Assistant application encountered an unexpected error. The problem will likely be resolved automatically. Try entering the application later in the day or the next day. If the problem persists, contact your support provider or MAS for further assistance. The Support Assistant application could not reach a required network resource. The problem will likely be resolved automatically. Try entering the application later in the day or the next day. If the problem persists, contact your support provider or MAS for further assistance. The device serial number is not in scope in Xerox Services Manager as a Xerox Partner Print Services managed device. Contact your support provider to verify that the device is properly registered in Xerox Services Manager. The device serial number is associated with more than one account in Xerox Services Manager. Contact your support provider to verify that the device is properly registered in Xerox Services Manager. This device is not recognized by Xerox Managed Print Services. If you believe this is an error, please contact your support provider. Please check the device configuration. See the installation guide for the correct The device serial number and MAC address combination was not found in Xerox Services Manager. Contact your support provider to verify that the device is properly registered in Xerox.Services Manager. The Support Assistant application encountered an error when trying to use a device web service. 8
Troubleshooting Message configuration settings. If the problem persists, please contact your support provider. The SNMP community string is incorrect. Please contact your support provider for assistance. Corrective Action Verify that the Device Configuration and SNMP web services are enabled on the device. Reboot the machine and see if the problem is resolved. If the problem persists, contact your support provider or MAS for further assistance. The SNMP community string specified in Settings in the Support Assistant app does not match the SNMP read community string on the device. Verify that the SNMP community string specified in Settings in the Support Assistant app does match the SNMP read community string on the device. Reboot the machine and see if the problem is resolved. If the problem persists, contact your support provider or MAS for further assistance. 9
5. Data Security The Xerox Support Assistant application transmits only the following information to Xerox: Device serial number Localization Code Device MAC address Please note that for each device under a Xerox Partner Print Services contract, the same information (and more) is also transmitted via the Xerox Device Agent. 10