SATO Online Services User s Manual May 19, 2017 Version 1.0

SATO Online Services User s Manual May 19, 2017 Version 1.0

Contents 1. Revision History... 3 2. Introduction... 4 2-1. Network connection (real-time)... 4 2-2. QR code connection (on-demand)... 4 2-3. Browsers SATO Online Services supports... 4 2-4. Operating Systems the SOS mobile application supports... 4 3. Initial Registration... 5 3-1. Registering your SOS account from your PC... 5 3-1-1. Signing up from your PC... 5 3-2. Logging into SOS and registering information about your organization (company)... 6 3-2-1. Logging in... 6 3-2-2. Registering information about your organization (company)... 7 3-2-3. Registering the location the printer is installed in... 8 3-2-4. Click the Registering information about the printer - Network connection (real-time)... 9 3-2-5. Displaying the serial number and association code on the printer... 10 3-2-6. Registering information about the printer - QR code connection (On-demand)... 12 4. QR Code Connection - (the SOS mobile application is supported only in Japan.)... 15 4-1. Installing the SOS mobile application and logging into it from a mobile terminal... 15 4-2. Handling a printer error... 17 4-3. Configuring periodic notification settings... 19 4-4. Registering information about the printer - SOS mobile application... 20 5. Functions Operable from Your PC... 21 5-1. Dashboard... 22 5-1-1. Top screen of Dashboard... 22 5-1-2. Details of Dashboard - Common... 24 5-1-3. Details of Dashboard - Overview tab... 25 5-1-4. Details of Dashboard - Details tab... 26 5-1-5. Details of Dashboard - Printer Log tab... 27 5-1-6. Details of Dashboard - Control Panel tab... 28 5-1-7. Details of Dashboard - Settings tab... 29 5-1-8. Details of Dashboard - Files tab... 30 5-1-9. Details of Dashboard - Asset Report tab... 31 5-2. Asset Management... 33 5-2-1. Asset Management - Total Usage tab... 33 5-2-2. Asset Management - Usage Information tab... 34 5-2-3. Asset Management - Device Information tab... 36 5-3. Upgrading the Firmware... 39 1

5-4. Support & Feedback... 40 5-5. Notifications... 42 5-5-1. Top screen of Notifications... 42 5-5-2. Screen to configure notification settings... 43 5-5-3. Detailed notification configuration screen... 44 5-6. Manage Locations screen... 47 5-7. Account Settings... 48 5-7-1. Top screen of Account Settings... 48 5-7-2. Screen to edit an account... 49 5-7-3. Screen to configure display settings on Dashboard... 50 5-8. Admin Settings... 51 5-8-1. Top screen of Admin Settings... 51 5-8-2. Screen to edit your company information... 52 5-8-3. Screen to invite new coworkers... 53 6. FAQ... 54 6-1. If you forget your SOS login password... 54 2

1. Revision History Version Date of Issue Revisions Version 1.0 19. 05. 2017 First edition. 3

2. Introduction SATO Online Services (called SOS hereafter) monitors all printers and performs proactive actions for operating status check and preventive maintenance of consumable parts, and it also determines causes of errors and allows for quick troubleshooting with IoT technology to largely minimize downtime due to printer errors. 2-1. Network connection (real-time) A network connection (real-time) connects the printers in the intra-network to SOS Cloud safely and shares printer usage status, settings, errors, and other information with SOS Cloud to enable comfortable use of printers. 2-2. QR code connection (on-demand) On an on-demand connection used with the QR code, you can read the QR codes of printers that indicate their usage, settings, and errors from mobile terminals (e.g., smartphones and tablets) in which the SOS mobile application is installed by linking SOS Cloud and the mobile terminals to ensure secure printer operation. Android and ios mobile terminals (smartphones and tablets) are supported. Please contact your local sato office seller for details about mobile application availability 2-3. Browsers for SATO Online Services Browsers that SATO Online Services can access Recommended browsers: Google Chrome (latest version), Internet Explorer 10, 11 or higher. 2-4. Operating Systems the SOS mobile application supports Android 4.4 or higher ios 9 or higher (iphone 5s or higher recommended) Please contact your selling for details about mobile application availability 4

3. Initial Registration 3-1. Registering your SOS account from your PC A single SOS account can be created per company or organization when using SOS. Be sure to read the SOS Terms and Conditions before registering. 3-1-1. Signing up from your PC Start up the PC, Click the [Sign Up] button on it. Please contact your local SATO office or seller for Sign up page. Enter the following items when the [Sign Up] screen appears: 1. Name Name of the registrant. 2. Email Email address of the registrant (ID used to log in). 3. Password Login password. 4. Password Confirmation Retype the login password again for confirmation. 5. Time zone (UTC) Dublin, Edinburgh, Lisbon, London. 6. Language English/Japanese 7. Phone Phone number of the registrant or the organization. 5

Please read the SOS Terms and Conditions before using SOS. Click [Cancel] to cancel sign up. 1. Click SOS Terms and Conditions. 2. Read the SOS Terms and Conditions. 3. Click [Do you accept SOS Terms and Conditions?]. 4. A check mark is displayed on the left side of [Do you accept SOS Terms and Conditions?]. 5. Click the [Next] 6. The [Login] screen should appear. [Your account has been created successfully] will appear above the [Login] icon at this time. * It will be assumed that you have agreed to the SOS Terms and Conditions when [Do you accept SOS Terms and Conditions?] is checked. Provisional registration is emailed to the entered email address for identification after completing entry. Click the URL link in the email to complete registration of the account within one hour after receiving the email. 3-2. Logging into SOS and registering information about your organization (company) After registering your SOS account, log into SOS to register information about your company. 3-2-1. Logging in Click the URL link indicated in the Email for provisional registration. The login dialog appears. Click the [Login] button. Enter the password you specified for the email address for your SOS account. If you forget your password, see the Q&A in this manual. 6

Put a check mark in the box next to [Grant Permission] on the Authorize SOS Application dialog, and then click the [Authorize] button. Check the email address at the bottom of the dialog. If the email address is different from the specified email during registration, click [this is not me] and log in again. 3-2-2. Registering information about your organization (company) Enter information about your organization (company): 1. Company name Your company name (organization name). 2. Industry (pull-down list) Industry your company belongs to. 3. Address Last line of the address of your company. 4. City Name of the city your company is located in. 5. State Name of the state your company is located in. 6. Zip Code Postal code of the location of your company. * Use hyphens ex. 001-1234. 7. Country (pull-down list) Name of the country your company is located in. 8. Time Zone (pull-down list) (UTC) Dublin, Edinburgh, Lisbon, London. 9. Purchased From Shop you purchased the printer from. * The Purchased From field may be left blank. After filling in the fields, confirm that the information is correct. Click the [Next] button. When the Dashboard screen displays, the registration was successful. 7

3-2-3. Registering the location the printer is installed in Register the location the printer is installed in. On the menu, click [Locations]. Click the [Add Location] button. * When there is more than one printer, be sure to click [Add Location]. Fill in the fields for information about the location, and then click the [Save] button. For details about the fields, see the pages about Manage Locations in Section 4. Functions. 8

3-2-4. Click the registering information about the printer - network connection (real-time) Register information about the printer through a network connection (real-time). On the Dashboard screen, click the [Add A Printer] button. Click the [Add Real-Time Printer] button. Fill in the fields, and then click the [Add Printer] button. 1. Serial Serial number of the printer to register. * See Section 3-3-5 below. 2. Association Code Authentication code for registration with SOS. * See Section 3-3-5 below. 3. Printer Name Name for printer identification. 4. Location Location the printer is installed in. 5. Asset Management No. (For the asset management function, ask the seller that the printer was purchased from) Fill in the field when your organization has a unique numbering system to manage printers (optional). 6. Asset Acquisition Date (For the asset management function, ask the seller that the printer was purchased from) Date at which the printer you are registering is purchased. 7. Note 1 to 3 (displayed only when you have a full support pack contract) Note items * In the serial number and association code fields, write the number and code displayed on the printer. For how to display the number and code, see the subsequent section. 9

3-2-5. Displaying the serial number and association code on the printer This section describes how to operate the printer and shows screen samples. For details on printer operations, go to the manual available on our SOS website. (Search SATO ONLINE SERVICES) Power on the printer. The online screen is displayed. Check that a LAN or Wi-Fi network connection is established and the SOS icon is displayed. Press the key. The offline screen is displayed. On the offline screen, press the key. The Settings screen is displayed. On the Settings screen, press the ( ) keys to select Interface, and then press the key. On the Interface screen, press the ( ) keys to go down to Network Service Online Services with the key to select it. 10

On the Online Services screen, press the ( ) keys to select SOS Mode. On the SOS Mode screen, press the ( ) keys to select Real-Time, and then press the key or key. Read the SOS Terms and Conditions, and then press the key to accept it. Go back to the Online Services screen. Press the ( Association, and then press the key. ) keys to select SOS * Prepare memo paper at hand. The 8-digit Serial Number and 12-digit Association Code are displayed. Write them down and transfer the number and code on the Add a Printer screen previously shown. After entering them, check that the icon appears at the top of the screen. If the icon does not appear, the printer may be disconnected from SOS Cloud. Check the network settings again. 11

3-2-6. Registering information about the printer - QR code connection (On-demand) Display the on-demand PIN registration screen on the printer. On the Settings screen for the printer, press the ( ) keys to select Interface, and then press the key. On the Interface screen, press the ( ) keys to go down to Network Services Online Services with the key to select it. On the Online Services screen, press the ( ) keys to select SOS Mode. On the SOS Mode screen, press the ( ) keys to select On-Demand, and then press the key or key. 12

The serial number of the printer will be displayed. After that, configure settings for SATO Online Services. Register information about the printer from SATO Online Services. On the Dashboard screen, click the [Add A Printer] button. Click the [Add On-Demand Printer] button. Enter the serial number of the printer, and then click the [Get Code] button. 13

The PIN code will be displayed. Type it into the printer. Pressing the key on the screen displaying the serial number of the printer shows the screen to enter the PIN. Press the ( ) keys to set the PIN code to the printer. The printer screen displays the association code. * Use a PC for the operations below. Fill in the fields, and then click the [Add Printer] button. 1. Serial Serial number of the printer (automatically input) 2. Association Code Association code mentioned above 3. Printer Name Name for printer identification. 4. Location Location the printer is installed in. 5. Asset Management No. (Contact the local seller for availability of this function if not displayed) Fill in the field when your organization has a unique numbering system to manage printers (optional). 6. Asset Acquisition Date (Contact the local seller for availability of this function if not displayed) Date when the printer that is being registered was purchased. 7. Note 1 to 3 (Contact the local seller for availability of this function if not displayed ) Note items 14

4. QR Code Connection - (Please contact your local seller for availability) On an on-demand connection when the QR code is used, printer QR codes can be read. These codes indicate usage, settings, and errors from mobile devices (e.g., smartphones and tablets) in which the SOS mobile application is installed through linkage between SOS Cloud and the mobile terminals to ensure secure printer operation. The QR code connection (on-demand) has the following features: 1 Once a registered SOS account is available, information about printers can be periodically sent to the server (Periodic Update) and Dashboard status, printer settings, logged data, and consumable parts on SATO Online Services can be checked. 2 When using the Periodic Update service, notifications about when to replace consumable parts such as a thermal head and cutter can be received. 3 The contact for the error is indicated on printer LCD 4 Using the SOS mobile application, printers that can connect to SOS can be added. *1: QR code is a registered trademark of DENSO WAVE Incorporated. 4-1. Installing the SOS mobile application and logging into it from a mobile device On an on-demand connection, you need to install the SOS mobile application on your smartphone. Please contact your local seller for availability 15

Start up the SOS mobile application installed in the previous section. After the application starts up, agree with the SOS Terms and Conditions, and then set the country and language settings. Enter your SOS account, and then tap the [Save] button to log in. (For details on how to register your SOS account, see Registering your SOS account.) Turn on [Always go to Web application when this application is opened] to automatically enter your ID and password from the next startup. Once you log in, the menu screen is displayed. On the menu screen, select any of the functions listed below. To open Navigation, tap on the upper right side. Menu title Report A Printer Issue Contact Periodic Update Add Printer Printer Dashboard Description When a printer error occurs, the QR code for the error displayed on the LCD on the printer can be read. View the printer manual or contact the SOS desk. Read QR code for Periodic Update displayed on the printer. Register a printer with SATO Online Services. Check information about printers in the form of a list. 16

4-2. Handling a printer error When a printer error occurs, display the QR code for the error on the printer screen, read the QR code by using the SOS mobile application, and solve the error quickly. When an error occurs on a printer, the printer displays an error message on its LCD. While the message is displayed, press the keys to select [SOS], and then press the key. The QR code to scan appears. Start up the SOS mobile application, and then tap [Report A Printer Issue]. On the QR code scan screen on the printer, scan the QR code. After the QR code is scanned, information about the error is sent to SOS Cloud, and then the support options screen displays. Tap [Go to Troubleshooting] to display the help page for the error. Tap [Call] to display the phone number of the SOS desk. Tap [Mail] to display the email inquiry form. 17

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4-3. Configuring periodic notification settings You can set the paper feed length, cut count, or date setting to display a QR code on the screen of the printer when it is reached. Displayed QR codes are periodically checked and stored in SOS Cloud as information about the printer. The information is used to make notifications about the printer settings, amount of paper used, and reference of timing of consumable part replacement on the printer screen. On the Offline screen of the printer, navigate to Interface Network Service Online Services Periodic Notification to display the Periodic Notification screen. For details of the settings, see the description of the periodic notification menu in the online printer manual. When the count or date reaches the threshold specified for the notification setting, the Set the printer to the Offline status. A QR code is displayed as shown below. icon appears. Start up the SOS mobile application, and then tap Periodic Notification. On the QR code scan screen on the printer, scan the QR code. After scanning it, the information posted by the periodic notification to SOS Cloud can be sent. 19

4-4. Registering information about the printer - SOS mobile application By using the add a printer function in the SOS mobile application, you can register information about a printer. This is the same as described in Registering information about the printer - QR code connection (On-demand). When the printer is in the Offline status, navigate to Settings Interface Network Service Online Services. Check that SOS Mode is On-demand. Set the cursor to SOS Association Start, and press the key. The serial number of the printer is displayed. Start up the SOS mobile application, and then tap [Add A Printer] on the menu. Select [Add On-Demand Printer]. The screen to scan the QR code is displayed. Scan the QR code displayed on the printer. The PIN code is displayed. Enter it on the printer screen. After entering the PIN into the printer, the QR code for the association code is displayed. On the SOS mobile application, tap [Next]. The screen to scan the QR code appears. Scan the QR code. After scanning it, the dialog shown below appears. Fill in the fields, and then tap the [Add Printer] button. 20

5. Functions Operable from Your PC 1. Dashboard Displays a list of your printers and manage the printers from this list. Register printers not connected to SOS and manage them on Dashboard, too. You can also check the status of the printers connected to SOS and logged data. In addition, printer settings can be changed and test prints can be performed via Dashboard. 2. Asset Management Displays a list of your printers and statistics about their usage. You can also export reports in the PDF or CSV format. For information about how this function is provided, ask the local seller you purchased the printer from. 3. Firmware Upgrade Upgrade the firmware of all printers together. This function is displayed only for users who have administrator permission. 4. Support & Feedback Make a request for repair or inspection and make inquiries about printers and SOS at the SOS desk. (Please contact the local seller for availability of this function if not displayed) 5. Notifications Create alerts for printer errors posted to specified email addresses. This function is displayed only for users who have administrator or manager permission. 6. Locations Manage the locations of your printers. This function is displayed only for users who have administrator or manager permission. * Users who have manager permission are only allowed to view this information. 7. Account Settings Specify the language settings and items to display on Dashboard per SOS account. 8. Admin Settings Manage users in your company and information about your company, and check logged SOS system operations. This function is displayed only for users who have administrator permission. 9. Logout Log out from SATO Online Services. 21

5-1. Dashboard 5-1-1. Top screen of Dashboard Check the status of printers in the form of a list. 1 2 3 4 5 1. Search for a printer by keyword. 2. Add SOS-connectible printers. This function is displayed only for users who have administrator or manager permission. 3. Narrow down the selection of printers. You can specify Printer Status, SOS, or Model. 4. View a list of printers connected to SOS. Click the line of a printer to see detailed information about the printer. You can specify whether to show/hide the items on the list from the Account Settings screen. For details of the items, see the list on the next page. 5. View a list of printers not connected to SOS. The list is initially hidden. To show the list, check the [Display other device on Dashboard] checkbox on Dashboard settings of the Account Settings function. For details of the items, see the list on the next page. You can add other installed printers on the Asset Management screen. This function is available only for users who have a maintenance contract. 22

Printer Status Error SOS Printer Name Model Serial Location SOS Mode Item Firmware version Option Ribbon Near End Paper Near End Number of cuts Life Counter Life Counter for the last 3-month Head Usage Ratio Cutter Usage Ratio Platen Roller Usage Ratio Asset Management No. Asset Acquisition Date Note 1 Note 2 Note 3 Description This indicates the status of the printer. ONLINE, OFFLINE, POWERSAVE, or ERROR is indicated. This indicates the type of error when it occurs on the printer. This indicates the status connection to SOS. In on-demand mode, the date/time of the last update is indicated. This indicates the name of the printer specified when it is registered. This indicates the model name of the printer. This indicates the production number of the printer. This indicates the location the printer is installed in. This indicates mode of connection to SOS (e.g., real-time or on-demand). This indicates the version of firmware installed on the printer. This indicates a printer accessory. This is indicated when the remaining ink ribbon in the printer is low. This is indicated when the remaining paper in the printer is low. This indicates the number of times the printer cutter cut labels. This indicates the length the printer feeds paper to issue labels. This indicates the paper feed length for the last 3 months. This indicates the usage ratio of the print head. This indicates the usage ratio of the cutter of the printer. This indicates the usage ratio of the paper feed roller of the printer. This indicates the asset management number. This indicates the asset acquisition number. This is a note about the printer. You can change the name of this item on the Asset Management screen. This is a note about the printer. You can change the name of this item on the Asset Management screen. This is a note about the printer. You can change the name of this item on the Asset Management screen. 23

5-1-2. Details of Dashboard - Common Click the line of a printer connected to SOS on the top screen of Dashboard to display its detailed information screen. The detailed information screen displays the common header shown below to printers. 1 2 1. Edit and delete registered printer information. When the disable flag is set to the printer, all open cases are closed, and the printer will no longer be displayed on Dashboard. This is displayed only for users who have administrator permission. 2. To display Dashboard menu, click the tab corresponding to it. 24

5-1-3. Details of Dashboard - Overview tab On the Overview tab, check the usage of consumable parts in the printer and inquiries (cases) about the printer. 1 2 3 1. Check inquiries about the printer in the form of a list. Also, create new inquiries (cases). When the Support & Feedback function is not enabled, this block is not displayed. (Case is applicable if support and feedback function is available) 2. Check the usage (life counter) of consumable parts in the printer. For a replaced part, you can input a record about the replacement for management of part replacement. You can also change the count of its counter from that changed at the time of previous replacement. 3. Visually check the usage of consumable parts for the last 3 months. 25

5-1-4. Details of Dashboard - Details tab On the Details pane, check the printer settings and usage. 1. Check the printer settings in the form of a list. For description about the values of the settings, see the printer manual. 1 2 2. Check printer usage and whether there is an error for the printer. 3 3. Check network settings of the printer. 4 4. Check the location of the printer is placed at. 26

5-1-5. Details of Dashboard - Printer Log tab On the Printer Log pane, download operation logs sent from the printer to SOS Cloud and logs of commands sent from SATO Online Services to the printer. 1 1. Check operation/error logs sent from the printer to SOS Cloud. You can download logs with the CSV format. 2 2. Check logs of printer operations commanded from SATO Online Services. 27

5-1-6. Details of Dashboard - Control Panel tab On the Control Panel tab, issue commands to the printer from SATO Online Services. This tab is displayed only for users who have administrator or manager permission. 1 2 4 3 1. Acquire the label the printer issued last in the form of an image file. 2. Acquire a log file of data used for printer internal control. 3. Upload firmware update files to SOS Cloud. You can also upload a copy of the printer settings to SOS Cloud. 4. Command the printer to, for example, print test data, switch to ONLINE/OFFLINE, or restart. 28

5-1-7. Details of Dashboard - Settings tab On the Settings pane, check and change the settings of the printer. This tab is displayed only for users who have administrator or manager permission. 1 2 3 4 1. Switch between View mode and Edit mode. 2. Show all settings or hide all settings. 3. Output a text file for the settings. 4. View settings in View mode. Edit settings in Edit mode. 29

5-1-8. Details of Dashboard - Files tab On the Files pane, manage firmware files for the printer, image files sent from the printer, and other relevant files. This tab is displayed only for users who have administrator or manager permission. 1 2 3 4 5 1. Check firmware files provided by Sato. 2. Check and download firmware files uploaded on the Control Panel pane. 3. Check and download label files acquired on the Control Panel pane. 4. Check and download hexadecimal dump files acquired on the Control Panel pane. 5. Check and download a list of the settings output on the Settings pane. 30

5-1-9. Details of Dashboard - Asset Report tab (The tab is shown when Asset function is available) On the Asset Report pane, check information about asset management and statistics of printer usage. 1 4 1. Check information about the printer specified when it is registered. 2 2. Visually check the monthly or annual status of printer usage and printer errors. The following table provides descriptions of the displayed items. 31

Item Life Counter for the last month Number of cuts for the last month Life Counter for the past year Number of cuts for the past year Total number of errors for the past year Top 3 errors for the past year among all error types Number of non-consumable related errors for the past year Top 3 errors for the past year among non-consumable-related error types Part replacements information Description This indicates the length the printer feed labels in the last month. This indicates the number of times the printer cut labels in the last month by date. This indicates the length the printer feed labels in the last 2 years by month. This indicates the number of times the printer cut labels in the last 2 years by month. This indicates the number of errors that occurred on the printer for the past year by month. This indicates 3 types of errors that most occurred on the printer for the past year. This indicates the number of errors that occurred on the printer and not relating to a consumable part such as an out of paper error or out of ribbon error for the past year by month. This indicates 3 types of errors that most occurred on the printer for the past 1 year and not relating to a consumable part such as an out of paper error or out of ribbon error. This indicates usage of consumable parts. 3. Check inquiries about the printer. 4. Export information on the Asset Report pane as a PDF using the selected year/month as reference. 32

5-2. Asset Management The asset management function allows you to check the general status and usage of all your printers supporting SOS together. For how this function is provided, ask the local seller you purchased your printer from. 5-2-1. Asset Management - Total Usage tab Check statistics about usage of all your printers connected to SOS in the form of a graph or list. The statistics can be downloaded in PDF format. 1 1. On the report, check the following items: Preventive maintenance information: Printers with a consumable part nearing the end of its usable life are listed. The consumable part types subject to preventive maintenance are the head, platen roller, and cutter. Number of printers by category: The number of printers is displayed by life counter, duration of use, SOS Mode, or model. 2 2. Check the usage of the printers by month or year in time series. Total life counter: This indicates the total label feed length for printing. Total number of cuts: This indicates the number of times labels are cut. Total number of errors: This indicates the total number of printer errors. Total number of non-consumable related errors: This indicates the total number of errors that occurred on the printer and not relating to a consumable part such as an out of paper error or out of ribbon error. Total number of cases: This indicates the number of inquiries (cases) created. 33

3 3. Check printer usage by location in a simplified form. The displayed items are the same as those on the time-series report. 5-2-2. Asset Management - Usage Information tab On the Usage Information pane, check all printers in the form of a list. You can narrow down displayed data by location, SOS mode, or model, and the displayed data can be downloaded in the CSV format. See the table below for descriptions about the items. 34

Item Printer Name Model Serial Location SOS Mode Date and time of the last connection with SOS Duration of Printer Use Printer Life Counter Printer Usage Ratio Number of cuts Life Counter for the past year Life Counter for the last 3 months Life Counter for the last month Number of cuts for the past year Number of cuts for the last 3 months Number of cuts for the last month Number of errors for the past year Number of errors for the last 3 months Number of errors for the last month Number of non-consumable related errors for the past year Number of non-consumable related errors for the past 3 months Number of non-consumable related errors for the past month Number of cases for the month Number of cases for the 3 months Number of cases for the month Life Counter after the Last Head Replacement Head Usage Ratio Head Replacement Count Cut Count after Previous Cutter Replacement Cutter Usage Ratio Cutter Replacement Count Life Counter after the Last Platen Roller Replacement Platen Roller Usage Ratio Platen Roller Replacement Count Description This indicates the name of the printer specified when it is registered. This indicates the model name of the printer. This indicates the production number of the printer. This indicates the location the printer is installed in. This indicates mode of connection to SOS (e.g., real-time or on-demand). This indicates the date the printer had last communication with SOS on. This indicates the duration of time after the printer is installed. This indicates the total length the printer feeds paper to issue labels. This indicates the print length per day. This indicates the number of times the printer cutter cut labels. This indicates the print length for the past year. This indicates the print length in the last 3 months. This indicates the print length in the last month. This indicates the number of times the printer cutter cuts for the last year. This indicates the number of times the printer cutter cuts in the last 3 months. This indicates the number of times the printer cutter cuts in the last month. This indicates the number of errors that occurred on the printer for the past year. This indicates the number of errors that occurred on the printer for the past 3 months. This indicates the number of errors that occurred on the printer for the past month. This indicates the number of non-consumable related errors that occurred on the printer for the past year. This indicates the number of non-consumable related errors that occurred on the printer for the past 3 months. This indicates the number of non-consumable related errors that occurred on the printer for the past month. This indicates the number of cases created for the last year. This indicates the number of cases created in the last 3 months. This indicates the number of cases created in the last month. This indicates the print length after the last replacement of the print head. This indicates the ratio of the print length of the print head currently used to the print length at which print head replacement is recommended. This indicates how many times the print head is replaced. This indicates the number of times the cutter has cut since the last cutter replacement. This indicates the ratio of the cut count of the cutter currently used to the cut count at which cutter replacement is recommended. This indicates how many times the cutter is replaced. This indicates the ratio of the print length of the platen roller currently used to the print length at which platen roller replacement is recommended. This indicates how many times the platen roller is replaced. This indicates the number of times the cutter has cut since the last cutter replacement. 35

5-2-3. Asset Management - Device Information tab On the Device Information pane, check the settings, locations, and other information of all printers. 4 5 6 1 3 2 36

1. The items of the Device Information pane are listed. For details of the items, see the manual of the printer. Item Asset Management No. Printer Name Model Serial SOS Mode Date of Last Update Date of Registration with SOS Asset Acquisition Date Disable Flag Date of Disablement Location Date of Installation to the Location Firmware version Option IP Address Bluetooth Enabled Wi-Fi Status RFID Enabled Printing Method Printing Speed Print Density Range Sensor Type Print Density Operation Mode Backfeed Note 1 Note 2 Note 3 Description This indicates the asset management number. This indicates the name of the printer specified when it is registered. This indicates the model name of the printer. This indicates the production number of the printer. This indicates mode of connection to SOS (e.g., real-time or on-demand). This indicates the date when information about the printer was last updated. This indicates the date when the printer was last registered. This indicates the date when the printer was acquired. Alternatively, this indicates the date when asset repayment has begun. This indicates whether the printer is used or not. This indicates the date when the printer was disabled. This indicates the location the printer is installed in. This indicates the date when the printer was installed in the location. This indicates the version of firmware installed on the printer. This indicates a printer accessory. This indicates the network IP address of the printer. This indicates whether Bluetooth is enabled on the printer. This indicates whether a Wi-Fi connection is established on the printer. This indicates whether the RFID function is enabled on the printer. This indicates whether the printing method is thermal transfer or direct thermal. This indicates the printing speed specified for the printer. This indicates the range of print density specified for the printer. This indicates the type of the print position detection sensor in the printer. This indicates the density specified for the printer. This indicates continuous print, tear-off, or another operation mode setting specified for printer. This indicates the Backfeed operation type specified for the printer. This is a note about the printer. You can change the name of this item on the Asset Management screen. This is a note about the printer. You can change the name of this item on the Asset Management screen. This is a note about the printer. You can change the name of this item on the Asset Management screen. 2. Click the [Change Item Name] button to change the name of the Note 1, Note 2, or Note 3. The names of items changed on the pane are applied not only to the Asset Management pane but also the Dashboard screen and other screens. 37

3. Edit and delete registered printer information. The items are the same as those for the Details of Dashboard - Common and they can be changed in the same manner as they were edited. 4. Download information about the printers searched for in the CSV format. 5. Register new information about other printers not connected to SOS. The registered information about the other printers is displayed on the Dashboard screen, asset management screen, and other screens. For the items you can register, see the item list on the previous page. 6. Register other printers together by uploading a CSV file. Click the [Download] button to download a sample file to register printers together. 38

5-3. Upgrading the Firmware Deliver firmware to (real-time) connected printers from SATO Online Services and upgrade it. Upgrade the firmware of more than one printer together. 1. Select printers whose firmware is to be upgraded. You can select printers connecting to SOS in real-time mode only. Other printers are grayed out and not selectable. Select printers and click the [Select Firmware] button. The next screen is displayed. 1 2 3 4 5 1. The printers whose firmware is to be upgraded are displayed. 2. Upload the new firmware to SOS. For details about the firmware, ask the SOS desk. 3. This indicates the standard firmware delivered from Sato. Standard firmware can be applied, but it cannot be deleted. Click Apply to apply it to the printer(s). 4. This shows the firmware uploaded from this screen. Click Apply to apply it to the printer(s). If you upload incorrect firmware or the firmware no longer necessary, you can click the [Delete] button to remove it. 5. This shows firmware clones (files in which print density setting and other settings are copied). Click Apply to apply it to the printer(s). You can remove firmware clones no longer necessary by clicking the [Delete] button. 39

5-4. Support & Feedback (It may not be available in your area, please contact your local seller.) On the Support & Feedback screen, check inquiries (cases) created so far and their details in the form of a list. You can also create a new case. There are two types of cases: open case (case currently being handled) and closed case (case already solved). Cases are separately displayed by type. 5 1 2 3 4 1. Narrow down cases displayed in the list by printer name or location. 2. Cases that are created by the user currently logged in that have not been solved are displayed in the form of a list. Click the [View Case] button for a case to check the details of the case. 3. Cases that are created by a user other than the user currently logged in that have not been solved are displayed in the form of a list. Click the [View Case] button for a case to check the details of the case. 4. This lists closed cases (cases for which a series of processing has been done and Close Case is selected on the details for it). Click the [View Case] button for a case to check the details of the case. 5. Create a new case. 40

When you click the [View Case] button in the list of cases, the case details screen is displayed. Case Details screen 1 4 2 5 3 6 1. This shows description of the case inquiries. 2. This shows replies to inquiries about the case, if any. For a case you created, when a reply is returned, it is posted to the registered email address. 3. Make a new reply to an inquiry about the case. 4. This shows details of the case. 5. The details are displayed only for a case whose status is open. This closes the case as solved. Once a case is closed, no reply can be made to inquiries for it and the case can only be referenced. 6. Click this to return to the list of cases. 41

5-5. Notifications On the Notifications screen, configure settings to post errors and other printer events to a specified email addresses. 5-5-1. Top screen of Notifications On the top screen of Notifications, create and change new notification settings and check notification settings created by another user. 1 2 3 1. This button displays the screen to create a new notification setting. 2. Check, change, and delete a notification setting you created here. Click the line of a setting you want to check to see the details of the setting. To edit or delete a group, click the [Edit Group] or [Delete Group] button on the details of the setting pane. 42

3. Check a notification setting created by another user. Click the line of a setting you want to check to see the details of the setting. For notification settings you are not included in as an email delivery contact, click the [Claim] button to add yourself as an email delivery contact. Click the [Duplicate] button to duplicate the same set of notification settings as your notification settings and choose the email delivery contact 5-5-2. Screen to configure notification settings 1 2 3 1. Search for printers you want to handle. 2. Select target printers. You can select more than one printer at a time. 3. After selecting target printers, click this to move to the detailed notification configuration screen. 43

5-5-3. Detailed notification configuration screen 1 2 3 4 5 1. Click the [Rename] button to change the name of the notification configuration. 2. Click to select the types of errors to post a notification. You can only handle errors whose background is turned to black when clicked. The number in parentheses corresponds to the error code displayed on the printer. 44

The table below lists the types of errors that will post a notification. For details, see the printer manual. [1001] Machine error [1003] Parity error [1004] Overrun error [1005] Framing error [1006] Buffer overflow [1007] Head open [1008] Out of paper [1009] Ribbon end [1010] Media error [1012] Print head error [1013] USB R/W error [1014] USB memory full [1015] Cutter error [1016] Cutter cover open [1017] SBPL command error [1018] RFID tag error [1019] RFID system error [1020] Calendar error [1021] BCC check error [1022] Print head overheated [1023] NTP error [1024] Head density changed [1028] Gap not found [1035] I-mark not found [1046] EAP authentication error (EAP authentication failure) [1047] EAP authentication error (EAP timeout) [1050] Bluetooth module error [1058] CRC check error [1066] Paper jam error (on the CL4NX-J only) [1073] Non-RFID warning] (on the CL4NX-J only) [1075] NFC error [1076] Invalid command in NFC [1077] Barcode reader connection error [1078] Barcode reading error [1079] Barcode reading error 2 [1080] Barcode comparison error 3. Click the line to select alerts to post. Alerts available are references for the print head count, cutter cutting count, printer cleaning timing, and cutter replacement timing. The alert types are [Printer cleaning timing], [Cutter replacement timing], [Platen roller replacement timing], and [Print head replacement timing]. For those to be posted, a reference to make a notification about the print head or cutter can be added. 45

4. Click the line to select warnings to post. Paper Near End and Ribbon Near End are available. When it is detected that the paper or ribbon is running low, a warning is posted. 5. Move to the screen to choose users to which errors, alerts, and/or warnings are to be posted. On the screen, choose the users and click Update. The notification settings are then configured. 46

5-6. Manage Locations screen On this screen, manage the locations of printers. 1 2 1. Add a new location. The screen to add a new location is displayed. This is displayed only for users who have administrator permission. 2. The location currently registered is displayed. A user who has administrator permission can click here to edit or delete the location. The following items are displayed: Item Description Location Name Name of the location. Address Address of the location. City City of the location. State State of the location. Zip Code Zip code of the location. Country Country of the location. Time zone Time zone of the location. Department Department of the location. Sub Department Sub-department of the location. Service Partner *1 Name of the partner with the code specified for the company on the Admin Settings screen. Responsible Manager *1 User who has manager permission and is associated with the location on the Admin Settings screen. Responsible Employee *1 User who has employee permission and is associated with the location on the Admin Settings screen. *1. These items cannot be registered, change, or deleted on the Manage Locations screen. 47

5-7. Account Settings Change your user settings and settings for the items displayed on the top screen of Dashboard. 5-7-1. Top screen of Account Settings 1 2 1. Check information about the user (account) currently logged in. Also, click the Change Details button to move to the screen to edit an account. 2. Check which items are displayed and not displayed in the printer list on the Dashboard screen. Click the [Change Details] button to move to the screen to configure display items and their order on Dashboard. 48

5-7-2. Screen to edit an account 1 2 3 4 1. Edit your name, phone number, and other basic account settings. Also, specify the printer usage report transmission setting. The report is transmitted by default. If it does not need to be transmitted, uncheck the checkmark in the box. * The usage report is delivered to users who have administrator permission on the 2nd day of every month as an email attachment with Location report, Usage report (in time series), and Use report (by location) in the PDF file format. 2. Change your avatar displayed on the top of the side menu. JPEG, PNG, and GIF images are supported. Upload an image file of a supported format. Note that uploading a file over several megabytes in size may cause SOS screens to be not displayed. 3. Change your login ID (email address). After your email address setting is changed, a confirmation is emailed to the email address to confirm your account settings. Confirm the settings, and click the link in the email to log in with a new login ID. 4. Change your login password. Enter a new password in the password field and the password confirmation field. 49

5-7-3. Screen to configure display settings on Dashboard 1 4 2 3 5 1. Select [SOS devices] or [Other installed devices] for those you want to configure settings for. You can specify what items to display. 2. Choose whether to show a list of [Other installed devices] on the top screen of Dashboard or not. OFF is selected by default. 3. The items are listed. Put a checkmark in the checkbox to display it. You can also set the display order (described later). 4. Click this button to save the settings. To set the default display order, click the [Revert to default] button. (When clicked, the configuration you set for the items is reset) 5. With these buttons, change the order in which the items are displayed in the list. To change the display position of an item, select the item and click any of the arrow keys (see the examples below). The display order set on the screen applies to the display order on the top screen of Dashboard. Clicking either double-arrow key moves the selected item to the top or end of the list. 50

5-8. Admin Settings On the Admin Settings screen, manage information for all users and common settings. 1 5-8-1. Top screen of Admin Settings 2 3 4 5 51

1. Check and edit the settings for your company. Click the [Edit Company Information] button to open the screen to edit the settings for your company. When you have received your partner code from us or our agent, enter it on this screen. 2. Edit or delete user settings. Click the [Add Coworkers] button to open the screen to invite new users to SOS. 3. Manage a list of users invited to SOS. Click the [Send Invitation Again] button to email an invitation again. 4. Specify the permission setting to allow external printer control. Click [Reject] to disallow Sato and service partners from having printer control (for last label acquisition, hexadecimal dump acquisition, firmware upgrade, restart, print test, reset of the settings, status setting, and setting change). 5. System operation log is to show what kind of action is done in own company from all of user. 5-8-2. Screen to edit the company information Edit the company information (organization information). 1 1: *The partner code is separately issued by Sato or our agent when a contract is concluded, so it usually does not need to be input. When clicking the [Input of the partner code] button, the field to enter the partner code is displayed. Enter the partner code posted from Sato or our agent. After the partner code has been entered correctly, the name of the agent is displayed on the top screen of Admin Settings and service partner field of the company information. 52

5-8-3. Screen to invite new coworkers 1 2 3 4 1. Enter the email addresses of the users you want to invite. Specify multiple users by adding their names to a separate line for each user. 2. Assign permission to the users. You can assign [Administrator], [Manager], or [Employee]. 3. When [Manager] or [Employee] is assigned, the location that the user is responsible for must be specified. 4. Email an invitation to the specified email address(es). 53

6. FAQ 6-1. If you forget your SOS login password On the log in screen for SOS, click the [Forgot password?] link. The screen to reset your password is displayed. Enter the email address for the password you forgot on the Reset Password screen, and then click the Reset Password button. A prompt to reset your password is emailed to the email address. Click the link indicated in the email. The screen to reset your password is displayed. (If you forget your email address, contact your company administrator or SOS desk.) On the Update your password screen, enter a new password and click Update Password. The password will be updated. 54