Support Assistant Installation & User Guide

Transcription

1 Support Assistant Installation & User Guide April 2016

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3 2016 Xerox Corporation. All rights reserved. Xerox, Xerox and Design, ConnectKey, WorkCentre, and ColorQube are trademarks of Xerox Corporation in the United States and/or other countries. BR18390 Document Version: 1.0 (April 2016). Revision History Version Date Details 1.0 April 2016 Initial Version

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5 Contents 1 Overview... 1 Purpose... 1 Audience... 1 Prior to Getting Started... 1 Resources... 1 Training... 1 Documentation... 2 Supported Models Installing Support Assistant... 3 Requesting a Xerox App Studio Account... 3 Accessing Xerox App Studio... 4 Support Data Security Running the Application... 7 Overview... 7 Viewing Ticket Details... 8 Cancelling/Exiting Support Assistant Messages Troubleshooting Connection Error Incorrect Message Displays Support Assistant Installation & User Guide i

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7 1 Overview Purpose Support Assistant provides information about the state of device through a variety of EIP messages. Users receive timely information about service and supply needs for a device without needing to call support. This guide walks you through Xerox Support Assistant set up and references additional resources you may find helpful. Through the use of Xerox ConnectKey technology, Support Assistant provides Xerox Partner Print Services customers a summary message of service and supplies-related incidents from Xerox Services Manager. See the Support Assistant Messages 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 to ensure customers are aware of the application, how to use it, and the value it can provide. Prior to Getting Started Before you get started, it is important that you take the available training (about 15 minutes) available 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 new 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? Support Assistant Installation & User Guide 1

8 Overview What is the value to the customer? There are talking points on communicating this value to them. Installing the app on a device This training is available on Learning@Xerox. Documentation The following is a list of available documentation and a short summary of what information is contained within each document: Document Description Location Xerox App Studio Quick Start Guide Xerox App Studio Information Assurance Disclosure t 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. erox-appstudio/documentation/enus.html Supported Models Support Assistant is available for the following Xerox models: Xerox WorkCentre 3655 Multifunction Printer WorkCentre 5845/5855 WorkCentre 5945/5955 WorkCentre 6655 WorkCentre 7220/7225 WorkCentre 7830/7835/7845/7855 WorkCentre 7970 Xerox ColorQube 8700 Multifunction Printer ColorQube 8900 Note: Other devices that support EIP version 1.5 and 2.0 also support the application. 2 Support Assistant Installation & User Guide

9 2 Installing Support Assistant 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. You can request an account via one of the following addresses: 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 Address Support Assistant Installation & User Guide 3

10 Installing Support Assistant Accessing Xerox App Studio Follow the steps below to access the App Studio. 1. Go to 2. Search for Xerox Support Assistant. 3. Click Add under Support Assistant. 4. Click Xerox App Gallery. Support Assistant is listed in your available applications. 4 Support Assistant Installation & User Guide

11 Installing Support Assistant 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 is sent to the specified customer, enabling them to install the application themselves. 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. MPS Application Support (MAS) Portal Support Assistant Installation & User Guide 5

12 3 Data Security The Xerox Support Assistant application transmits the only following information to Xerox: Device serial number Device MAC address It should be noted that for each device under a Xerox Partner Print Services contract, the same information (and more) is also transmitted via the Xerox Device Agent. Support Assistant Installation & User Guide 6

13 4 Running the Application Overview Once the weblet is deployed to the device, the Support Assistant displays on the LCD panel. See the example below. Support Assistant Installation & User Guide 7

14 Running the Application Viewing Ticket Details When you first launch Support Assistant an initial screen displays message Getting status Information. Please wait. The a message displays based on the response received from the server. The message content varies, depending on the break/fix or supply scenario. See the Support Assistant Messages section for more information. Cancelling/Exiting If you do not want to wait for Support Assistant to provide a status message press Cancel at the bottom of the screen. To return to the main menu at any time, press Exit. 8 Support Assistant Installation & User Guide

15 5 Support Assistant Messages The table below contains messages that you may receive from Support Assistant for different scenarios. For example, when a device has a supply order incident in the toner monitoring state, Support Assistant will tell you that it is monitoring toner usage on the device and no user action is required. After you view the message tap Exit to return to the main menu. Scenario Asset has any supply order incidents and any one of them was opened fewer than thirty days ago Asset has no supply order incidents and all supply order incidents are closed at least seven days ago Asset has no supply order incidents open and one or more supply order incidents were closed fewer than seven days ago Asset has any supply order incident in the Toner Monitoring State Asset has any break/fix incidents open and any one of them was opened within the last thirty days Message There are currently no open service requests for this device. If the device is not working properly, please request technical support. There is currently an open supply order in process for this device. If it has not arrived, please call for a tracking number. For reference, the serial number of the device is: There are currently no open service requests for this device. If the device is not working properly, please request technical support. There are currently no supply orders in progress for this device. If the device is indicating a low toner, please request toner if appropriate. For reference, the serial number of the device is: There are currently no open service requests for this device. If the device is not working properly, please request technical support. There has been a recent shipment of supplies for this device. Supplies typically arrive within 5 business days. If this does not occur, please call for a tracking number. For reference, the serial number of the device is: There are currently no open service requests for this device. If the device is not working properly, please request technical support. Your device has informed us that toner is low and will need to be replaced soon. We are monitoring the device for toner usage and will automatically order toner when necessary. No user action is required at this time. If you find it necessary to call, please provide the device serial number. For reference, the serial number of the device is: A service technician has been called to address a service issue for this device. No user action is required at this time. If you find it necessary to call, please provide the device serial number. There are currently no supply orders in progress for this device. If the device is indicating a low toner condition, please request toner if appropriate. Support Assistant Installation & User Guide 9

16 Support Assistant Messages Scenario Asset has No break/fix incidents open Asset cannot be found in the Xerox Service Manager database Asset cannot be uniquely identified in the Xerox Service Manager database If the incident server did not respond within 30 seconds Message For reference, the serial number of the device is: There are currently no open service requests for this device. If the device is not working properly, please request technical support. There are currently no supply orders in progress for this device. If the device is indicating a low toner condition, please request toner if appropriate. For reference, the serial number of the device is: This device cannot be found in the Xerox managed print service database. If you believe this is an error, please contact your support provider. This device cannot be uniquely identified in the Xerox managed print service database. If you believe this is an error, please contact your support provider. The database server is not responding. The incident status request has been cancelled. 10 Support Assistant Installation & User Guide

17 6 Troubleshooting This section provides information about a few types of errors you may see 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. Connection Error This section addresses how to handle an error connecting to the remote server. Follow the steps below to remove a connection error. 1. In the connection issue reproducible on other devices? a. If yes, check if the same issues are reproducible on other devices? If not: b. If no: Ensure that device is connected to the network. Make sure the proxy settings are correct. Clear the cache from MFP memory. Go to the next step. Support Assistant Installation & User Guide 11

18 Troubleshooting 2. Contact the MPS L4 Support team to engaging hosting to check the IIS server on which Support Assistant is installed and running. a. Open Run and type inetmgr. b. Click OK to open IIS Manager. c. Navigate to Default Web Site>EIA. d. Open Advanced Settings and check that the Application Pool is set to DefaultAppPool. 3. Right Click on DefaultAppPool and click Recycle. Check if the application is now working. 4. Try to remove cache from MFP memory again. 12 Support Assistant Installation & User Guide

19 Troubleshooting 5. Perform the software update if required. a. Go to Control Panel>Programs and Features. b. Right Click on EIP Support Assistant App and select Uninstall. c. Install the latest version of EIPSupportAssistantAppSetUP<<Version XXX>>.msi 6. Reboot the device once the cleanup is complete. Incorrect Message Displays In the event the message that displays in Support Assistant does not match the message you expect follow the steps below. 1. Contact the MPS L4 Support team to engage hosting to investigate proper configuration on Xerox Services Manager. Support Assistant Installation & User Guide 13

20 Troubleshooting 2. Check if device details Mac address and Serial number were configured with the Xerox Services Manager. 14 Support Assistant Installation & User Guide