Remote Print Services (SMart eSolutions) Configuration and Troubleshooting

Product support for: PrimeLink C9065 C9070 Family, PrimeLink C9065 C9070

Article Id: 2118594.html | Published: 01/16/2020

 

SMart eSolutions Overview

SMart eSolutions is a collection of features and services that automates and simplifies the administration of Xerox® devices. These features include:

  • Meter Assistant. The Xerox® MeterAssistant® provides Automatic Meter Reading (AMR). AMR automatically submits billing meter reading data that is used for customer billing purposes.
  • Supplies Assistant. The Xerox® SuppliesAssistant® provides Automatic Supplies Replenishment (ASR). ASR proactively orders device components such as toner.
  • Maintenance Assistant. The Maintenance Assistant provides Automatic Information Forwarding (AIF). AIF provides usage counters and fault conditions for Xerox technicians to manage device support requirements.
Note: Specific enablement and support of remote services features varies according to Xerox® device model, configuration, and operating company.

SMart eSolutions is enabled via a secure internet connection between the printer and Xerox using Secure Socket Layer (SSL) protocols and 256-bit encryption. Only device performance information is sent to Xerox through the secure connection.

 

Configuration Planning

No.TaskInfo from Task (if Relevant) 
1Verify that you have authorized Internet connectivity for the device and that the device is physically connected to the network.  
2Print a Configuration Report and record the device IP address.  
3For information on DNS Settings, review Configure TCP/IP Setting.

DHCP Server automatically provides DNS information, or complete the following sections, where relevant:

  
a. DNS Server Address:  
b. Alternate DNS Server Address 1: (if required)  
c. Alternate DNS Server Address 2: (if required)  
d. Domain Name:  
e. Dynamic DNS Registration Used: (if required)  
f. Connection Timeout: (if required)  
4Confirm HTTP Proxy Server (if used) is configured to allow access to HTTP/HTTPS ports 80 and 443.  
5HTTP Proxy Server Address:  
6HTTP Proxy Server Port:  
7HTTP Proxy Server Authentication Account (if used):  
a. User Name:  
b. Password:  
8Confirm Firewall Proxy Server (if used) is configured to allow access to HTTP/HTTPS ports 80 and 443.  

 

 

Configuring SMart eSolutions

Enrolling and Setting up Communication

To enable SMart eSolutions and set up communications:

  1. In the Embedded Web Server, click Properties > General Setup > SMart eSolutions Setup > Communication Status.
  2. Click Configure.
  3. For SMart eSolutions Enablement, select Enabled.
  4. In the Communication Setup area, for Daily Transmission Time, type the time of day for communication transmissions to occur between the device and the communication server.
  5. For Payload Type, select an option.
  6. Click Apply.
  7. To test the communication between your device and the Xerox server, click Test XCDG Connection.The screen changes to simulate communication transmission. The screen changes a second time to confirm success or failure of the test.

 

Setting Up Email Notification

To set up email notifications:

  1. In the Embedded Web Server, click Properties > General Setup > SMart eSolutions Setup > Email Notification.
  2. For Email Addresses, click in a field, then type an email address. You can specify up to five email addresses.
  3. For Send Notification, select notification options, as needed.
  4. Click Apply.

 

Setting Up Software Updates

To set up software updates:

  1. In the Embedded Web Server, click Properties > General Setup > SMart eSolutions Setup > Software Update.
  2. To allow software updates, for Software Updates, select Enabled.
  3. For When should the Device check for updates?, select the update frequency.
  4. To set up notifications for the software updates:
    1. For Whom to notify if an update is available?, click Setup.
    2. For Email Address, click a field, then type an email address. You can specify up to three email addresses.
    3. Click Apply.
  5. Click Apply.

 

Terminating the SMart eSolutions Service

To terminate the service:

  1. In the Embedded Web Server, click Properties > General Setup > SMart eSolutions Setup > Communication Status.
  2. Click Configure.
  3. For SMart eSolutions Enablement, clear Enabled.
  4. Type a reason for disabling the service.
  5. Select your job type.
  6. Click Apply.

After you request the service termination, one more data transmission occurs.

 

Viewing SMart eSolutions Information

 

Viewing the Communication Status

The SMart eSolutions Communication Status page shows the device serial number, the current device configuration status for SMart eSolutions. The page also shows the date of the last transmission to the Xerox® Communication Server.

To view the page, in the Embedded Web Server, click Properties > General Setup > SMart eSolutions Setup > Communication Status.

 

Accessing the SMart eSolutions Assistants

The SMart eSolutions assistants show when the device transmitted information to Xerox, and what the device transmitted.

To access the assistants, in the Embedded Web Server, click Properties > General Setup > SMart eSolutions, then select an assistant:

  • Meter Assistant: The Meter Assistant shows the details of dates when the device transmitted billing meter data to Xerox.
  • Supplies Assistant: The Supplies Assistant shows the details of dates when the device transmitted supplies data to Xerox and which components were requested.
  • Maintenance Assistant: The Maintenance Assistant shows the details of when data was last transmitted to Xerox. If necessary, you can use a button to transmit data to Xerox immediately. There is a link that you can use to export data to a file.

Troubleshooting

If you are experiencing problems with the SMart eSolutions setup, review the following information for assistance.

Troubleshooting Internet Access Problems

If you are using a proxy server or firewall to control access to the Internet, verify the settings.

Verifying Connectivity with the Proxy Server

To verify connectivity with the proxy server, use a computer connected to the same subnet as the device.

Note:
  • To confirm your settings, use the information that you gathered on the installation worksheet.
  • Your network can use the host name for devices that include the proxy server. The use of host names requires a name service, such as DNS. If you are not using DNS, identify the proxy server by its IP address.
  1. On your computer, open a command prompt.
  2. At the command prompt, use the ping command to ping the IP address of the proxy server.No reply to the ping command indicates that there are network connectivity issues between the device and the proxy server.
  3. If there is no reply to the ping command, investigate the issue.
    • Verify the information entered on the device, especially the default gateway.
    • Verify the proxy server address.
    • Verify that the default HTTP (80) and HTTPS (443) ports are not blocked at the proxy server.
    • Determine whether the proxy server requires authentication. If authentication is required, obtain the user name and password. In the Embedded Web Server, type the information for the proxy server.
    • Verify the proxy server IP address and the port number. If your network is using DNS and host names, verify the host name or the fully qualified domain name of the proxy server.
    • If the proxy server was provided instead of an IP address, at the control panel, ensure that DNS is enabled.

Verifying the Firewall Settings

A firewall can block access to the Internet. Verify the following information with the IT Administrator:

  • The firewall rules are set to allow the device access to the Internet.
  • The firewall does not require a user name and password for outbound access.
  • The firewall does not block the standard HTTP (80) and HTTPS (443) ports.

Verifying the Network Device Addresses

A firewall, proxy server, and DNS server are not the same thing. It is possible for the same physical host to perform more than one or all of the functions. However, usually these functions are not on the same host. If the same IP address is given for more than one of these functions, verify with your IT administrator that this information is correct.

Troubleshooting Incorrect Proxy Server Settings

 

Finding the Proxy Server in Windows

You can find the proxy settings with a Windows computer, then use the settings on your device. To find the proxy server settings:

  1. On a Windows computer, open the Control Panel in classic view.
  2. Click Internet Options.
  3. Click the Connections tab, then click LAN Settings.The address and port number for the proxy server used by your computer appear in this window.
  4. If a proxy server is enabled, click Advanced.The Proxy Settings window shows the proxy servers used for each protocol.
  5. Enter the proxy settings into your device using the Embedded Web Server.

 

Finding the Proxy Server in Mac OSX

You can find the proxy settings with a Macintosh computer, then use the settings on your device. To find the proxy server settings:

  1. At a Mac OS® X desktop, click the Apple icon then System Preferences.
  2. Click Network.
  3. Click the network adapter that is in use, then click Configure.
  4. Click the Proxies tab. If your computer is configured to connect to the Internet through a proxy server, the server address and port number appear here.

Enter the proxy settings into your device using the Embedded Web Server.

 

Troubleshooting Incorrect DNS Settings

To verify the DNS Settings:

  1. On a Windows computer on the same subnet as the device, open a command prompt.
  2. To display the IP configuration information, at the prompt, type ipconfig/all.
  3. Write down the connection-specific DNS suffix, which is the domain name. Write down the IP addresses of the DNS servers.
  4. To verify connectivity, type ping, then type the IP address of the DNS server. If there is network connectivity, the server replies to the ping command.
  5. To verify connectivity with the default router, type ping, then type the IP address of the default gateway. If there is network connectivity, the gateway replies to the ping command.

Use the information to verify the DNS server and default gateway settings on your device.

Unconfirmed Support for SMart eSolutions

Note: This service is available for US-registered accounts only.

To perform a device eligibility test:

  1. Access the site: www.accounts.xerox.com/meters/amr-capability-test.jsf.
  2. For Enter the machine serial number, type the device serial number.
  3. To indicate whether the device is in a network area, selectYes orNo.
    Note: To support SMart eSolutions, the device must be connected to the network.
  4. Click Submit.A status message appears confirming that your device is eligible or not eligible for SMart eSolutions capabilities.
  5. If necessary, to enter another serial number, click Clear Form.

Connectivity Failed Following Device Restart

After a device restart or software update, ensure that the device is still communicating with the Xerox host. Ensure the communication even if you performed a clone of the device settings. Verify the connectivity settings, validate, and test communication as described in this document.

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