@Remote-Field service_full-ct_SOL_ppt_EN_9.1.a.ppt

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@Remote-Field service_full-ct_SOL_ppt_EN_9.1.a
1
@Remote - New Remote Service
Field service training
Solution Master
Full training
Created by: Group L&D Version: 9.1.a Classification: Ricoh Family Group internal use only

2
Objectives
 After completing this training you should be able to:
 Explain the features of @Remote-NRS
 Install, configure and maintain @Remote-NRS
 Troubleshoot @Remote-NRS

3
Requirements
 Training material and manuals
 Devices with GW controller
 RC Gate:
 Basil or UZ-A1 (incl. options)
 PC workstation with MS IE 6.0 or higher
 User account for the Center Server GUI

4
Pre-requisites and exam
 There are no pre-requisites for this training.
 After this training, you can do the exam on My-Ricoh.

5
Module overview
 1. @Remote overview
 2. Installation
 You can choose to do Chapter 2.2 Installation Basil and/or
Chapter 2.3 Installation UZ-A1.
 3. Maintenance
 4. Reporting website
 5. Troubleshooting & support
 Appendices

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1. @Remote overview

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Chapter overview
 1.1 Introduction
 1.2 System overview
 1.3 Center Server GUI overview
 1.4 Product compatibility

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1.1 Introduction

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What is @Remote-NRS?
 @Remote is a printing device management service.
 With @Remote, the service organisation monitors, manages, and
services the customer’s printing devices over the Internet.
 With @Remote, the service organisation deliverers detailed
device reports to the customer through a website.

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@Remote features
 Remote monitoring of counter and device information.
 Remote monitoring of alerts and service calls.
 Remote monitoring of supply calls.
 Remote firmware update.
 Remote SP-Mode reading/writing/executing.
 Reporting website.

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Why should the customer want @Remote?
 Outsourcing to the service organisation
 Automatic meter reading process.
 Automatic toner supply process.
 Automatic service call handling (pro-active service).
 Reduce device downtime
 Fast notification of service calls to the service organisation.
 The service organisation can remotely analyse problems
(e.g. SC-call history).
 The service organisation can remotely do adjustments on
devices (SP-mode / firmware-update).
 Detailed fleet reports
 Device management reports.
 Supports TCO consultancy (reduce running costs).

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1.2 System overview

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System overview (Center Server)
Service organisation
Center Server GUI
Center
Server
Customer
Monitor/manage
device data
External RC-
Gate
(Basil/UZ-A1)
Internal
RC-Gate
(Cumin)
Device data

14
System overview (Reporting Server)
Reporting
Server
Center
Server
Customer
Device
counter
data
Reporting website
Manage
reporting
website

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RC-Gate (UZ-A1, Basil and Cumin)
Center
Server
Customer environment
Cumin
Device data
External
RC Gate
SNMP / HTTPS
HTTPS / SMTP (E-mail
only Basil)
HTTPS

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Other RC-Gate type
 The UZ-S1 is not within scope of this training.
 This RC-Gate is described in a separate training module on
WICE.
 Remote Communication Gate S with @Remote
Connector.
 Server application based on Web Smart Device Monitor.

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Product positioning 2/2
 Target Customer segment by appliance
 For customer with over 1000 device:
 UZ- S1 Pro (main) and UZ- A1 1000 Op (sub)
 For customer with 100 – 1000 device:
 UZ- A1 1000 Op (main) and UZ- S1 Pro (sub)
 For customer with under 100 devices:
 UZ- A1
L
S
M
GMA, MA
UZ-S1
UZ-A1
UZ-A1 1000 op
1000 Devices
100 Devices
20%
(av.2,000 device)
43%
(av.250 device)
38%
(av.22 device)
@Remote connecting MIF ratio
(Average device per appliance)

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Differences between the External RC Gates
Category: RC Gate BN RC Gate A1
Device Type: @Remote
Device
GW MIB
Device
Other MIB
Devices
@Remote
Device
GW MIB
Device
Other MIB
Devices
Network
Protocol
to Device
SOAP SNMP V1/V2 SOAP/
REST*1
SNMP V1/V2/V3
Monitored
Devices
(Un-
Manage)
500
(including 100 Managed Devices)
100/1,000*2
Registered
Devices
(Manage)
100
(Including 5 Standalone)
500
1,500 (including 1,000 managed device) *2
PSTN*4
Yes Yes Yes No
E-Mail*5
Yes Yes Yes No
User Code
Counter
capturing
*3
No No No Yes No No

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Features on UZ-A1, that are not available on Basil
 Support SNMP v3
 SNMP v3 has more security options then previous versions.
 Some companies demand the use of SNMP v3 capable devices
before they allow the device onto their network.
 No e-mail communication between RG gate and Center server.
(e-mail notification still available.)
 New RFU setting
 Ability to block certain times where network activity may be high.
 User code Counter Capturing
 For in-house cost recovery
 NOT in 1st production but after Firmware update (Firmware
expected March 2010)
 Prepared for Cosmos controller support
 UZ-A1 supports REST a protocol supported by future Cosmos
products
 NOT in 1st production but after Firmware update. (TBA)

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RC-Gate - Center Server communication
 Communication between the RC-Gate and Center Server is
always initiated by the RC-Gate.
 When you enter a request on the Center Server GUI to carry out
an action on an RC-Gate, the Center Server does NOT contact
the RC-Gate, but waits to be polled by the RC-Gate.
 The RC-Gate polls the Center Server once every hour.
 The RC-Gate does not send device data when polling the
Center Server.
Center
Server
Customer environment
Cumin
External
RC Gate
Poll Center Server (1/hour)

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Security
 The Center Server does not communicate to the RC-
Gate/devices without any indication from customer side.
 Data is only transmitted after mutual authentication (SSL)*
 Device data is encrypted before sending*.
 Center Server security
 Physical security
 Redundant / load balancing
 IP access restrictions
 Backup / restore
 The external RC-Gates are ISO 15408 certified
(see next slide).

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ISO 15408 certificate
 The ISO 15408 is an international standard for evaluating
security on IT equipment.

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Used ports & protocols
Occasion Comm. direction Port no. Protocol Type
1 RC Gate is connecting to device by FTP RC Gate => Device 20 FTP TCP
2 RC Gate is sending firmware. RC Gate => Device 21 FTP TCP
3 RC Gate is sending information by E-mail. RC Gate => Center
Server
25 SMTP TCP
4 RC Gate is capturing MIB information of device. RC Gate => Device 161 SNMP UDP
5 RC Gate is authenticating in POP before SMTP. RC Gate => POP Server 110 POP TCP
6 RC Gate is sending notification to Center Server via
HTTPS.
RC Gate => Center
Server
443 HTTPS TCP
Device is sending notification such as Service Call. Device => RC Gate
CE is operating RC Gate via laptop. CE’s laptop => RC Gate
RC Gate is requesting firmware information. RC Gate => Center
Server
7 RC Gate is capturing device information. RC Gate => Device 7443 HTTPS TCP
8 RC Gate is sending rescue information RC Gate => Device 7444 HTTPS TCP

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Terminology
 Center Server
 (Center) GUI Server
 Remote Gateway Center System
 @Remote Center GUI Server
 Communication Server (GUI)
 Reporting Server
 (Reporting) web portal
 @Remote.net
 Basil
 External Box
 RC Gate (BN)
 UZ-A1
 External Box
 RC Gate A1
 Cumin
 NRS Embedded Device
 RC Gate (CN)

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1.3 Center Server GUI overview

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Internet browser configuration
 Supported browsers: Internet Explorer 6 or 7.
 The Center Server GUI website uses ActiveX.
 Configure the following in your browser ‘Internet Options’:
 For other initials settings, such as ‘deleting temporary internet files’ and
‘enabling cookies’, see the Center Server GUI Manual.
Add Center Server GUI website (https://rcg.support.ricoh.com) to ‘Trusted Sites’.
Enable Run
ActiveX
controls and
plug-ins’.

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Center Server GUI login
 https://rcg.support.ricoh.com/atremotecenter/MainServlet
Login
Start screen (information)
Installation of ActiveX
modules (only at first
login or GUI changes).

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Deleting ActiveX modules (OCX files)
 Files to delete Center Server GUI OCX files from your PC.

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Change/forgot password
 A link to the ‘Single User ID website’ is available on the
home page of the Center Server GUI.
 Use this website to change your password or if you forgot
your password.
‘Single User ID’ website
https://suid.isd.ricoh.co.jp/index_en.html

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Sites, Service Depots and Appliances
 Device data and user access is grouped into:
 Sites (service organisations)
 Service Depots (service locations)
 Appliances (RC-Gates).
Ricoh France
Customer 1
Appliance
Appliance
Appliance
Customer 2
Appliance
Appliance
Appliance
Customer 3
Appliance
Appliance
Appliance
Ricoh Italy
Ricoh Italy office
Appliance
Appliance
Appliance
Customer 1
Appliance
Appliance
Appliance
Customer 2
Appliance
Appliance
Appliance
Ricoh Spain
Ricoh Spain West
Appliance
Appliance
Appliance
Ricoh Spain East
Appliance
Appliance
Appliance
Customer 1
Appliance
Appliance
Appliance
Sites
Service
Depots

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Center Server GUI menu overview
 The available/displayed menus depend on your access
rights.
Registration
Search
Counter CSV
Supply CSV
Service Call
Firmware
Maintenance
Administrator

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Searching Appliances/Devices basics (1/3)
 Search Appliance example
Select Service Depot
Search Appliance

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 Appliance List
Customer Name/ID Appliance S/N Appliance type

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 Device List
Device List
Select Appliance

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Load Site Information
 Select the ‘Load Site Information’ button to update the
available Sites / Service Depots in drop-down menu’s.
 Examples when to click on ‘Load Site Information’:
Service Depot drop-
down menu is empty.
Drop-down menu shows Service
Depots from previous login account.
An error message appears when you
select a Service Depot.
Or

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Exercise 1
 Login to the Center Server GUI.
 Search for an appliance.
 Look at the Device List of an appliance.
 Make yourself familiar with the available options.

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1.4 Product compatibility

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Device types
 There are 3 types of devices:
@Remote/NRS (HTTPS)
device
Cumin
External
RC Gate
HTTPS
GW-MIB (SNMP)
device
MIB (SNMP) device
(competitor/OEM/pre-GW)
HTTPS
SNMP
SNMP SNMP

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Service level per device type

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Counter capture level per device type
Device Usage Information @Remote Device
(NRS Device)
GW MIB device MIB device
Total Supported Supported Supported
Copy/Fax/Print Supported Supported N/A
Color/Black Supported Supported N/A
Scanner/LS/Scan to e-mail Supported N/A N/A
A3/DLT Supported N/A N/A
Duplex Supported N/A N/A
ADF Supported N/A N/A
Dot Coverage Supported N/A N/A
# of Replaced toner Supported N/A N/A
By Toner Supported N/A N/A
By Paper size (A3/A4,,etc) Supported N/A N/A
By Paper type Supported N/A N/A
By Mode (S to D, N-up) Supported N/A N/A
By Paper Tray Supported N/A N/A
By Finishing (Staple/Punch) Supported N/A N/A
By P/J (Page/Job) Supported N/A N/A
By PDL (RPCS/PCL/PS) Supported N/A N/A
SC/CC/MC call Supported N/A N/A
Supply call (end / near end ) Supported Supported N/A

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Product compatibility list
 This list specifies the level of @Remote functionality per
product.
@Remote
Compatibility Jul31 2009
Attachment (double click to open)

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Device requirements
 @Remote devices (HTTPS):
 Network connected.
 Autumn 2003 and later devices.
 Security (DESS) module.
 Correct Machine Certificate installed.
 Correct ID2 Code.
 GW-MIB / MIB (SNMP) devices:
 Network connected.

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2. Installation

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Chapter overview
 2.1 Installation overview
 2.2 Basil installation
 2.3 UZ-A1 Installation
 2.4 Cumin Installation
 2.5 Removal

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2.1 Installation overview

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Customer pre-survey
 Center Server preparation
 Customer name
 Site / Service Depots
 Find out information required to install Basil / UZ-A1 /
Cumin / devices and calculate installation time.
 Network infrastructure
 Proxy information
 Gateway information
 Device IP-ranges (how many Basils/ UZ-A1s / Cumins?)
 IP-addresses for Basil(s) / UZ-A1(s)
 SNMP community names.
 Device models & firmware levels
 CSV file with Hostnames (if required)

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Appliance registration overview
 You have to pre-register an Appliance (RC Gate) to the Center
Server before you can install it at the customer site.
1. Pre-registration on Center Server GUI
2. Installation at customer site
Cumin
Register
RC Gate to
Center
Server
Request Number ? ………
Request Number = xxxxxxxx
RC Gate
registered
to Center
Server

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Device registration with a Basil/UZ A1 overview
 Basil
 Managed devices
 Auto Discovery
 Monitored devices
 UZ-A1
 Managed devices
 Auto Discovery
 Monitored devices

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Managed devices
Registered in
External RC-Gate:
• Device details
• Device IP address
Registered in device:
• External RC-Gate IP
address

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Monitored devices
External RC Gate
scans the network
and reads standard
MIB info (total
counter) from every
found device.

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How many devices can be registered?
 Basil / Standard UZ-A1
 Can ‘monitor’ 500 devices in total.
 You can set a maximum of 100 devices (out of the 500) to
‘managed device’.
 The rest of the devices are ‘monitored’.
 UZ-A1 including optional memory.
 Can ‘monitor’ 1000 devices in total.
 You can set a maximum of 1000 devices to ‘managed’.
 The rest of the devices are ‘monitored’.
 Cumin
 Always has 1 device (the device itself) registered as
‘managed’.

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2.2 Basil installation
Click here to go direct to the UZ-A1 training.
(if you want to skip the “Basil installation chapter”)
.

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Chapter overview
 2.2.1 Basil overview
 2.2.2 Pre-registering the Basil
 2.2.3 Configuring/connecting the Basil to the customer’s network
 2.2.4 Registering the Basil to the Center Server (through HTTPS)
 2.2.5 Device Registration Wizard
 2.2.6 Auto Discovery
 2.2.7 Registering the Basil to the Center Server (through SMTP)

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2.2.1 Basil overview

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Basil hardware overview
Front Rear
LAN1 port
(Maintenance port)
LED’s LAN2 port
(customer network port)
Modem port
(Not used in European
region.)
1
2
3

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Basil - Turning OFF
 Procedure
 You must remove the Basil from the Center Server, before
removing the Basil. (See chapter “Removal”)
 If you wan to move the Basil to a different location on the
same network, then:
 Unplug the power cord
 Move the Basil
 Plug in power

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Basil login accounts
https://<ip-address>
 RC Gate Registrant
 Default password: installation
 Registration of Basil and devices
 RC Gate Admin
 Default password: admin
 Used by the customers administrator
https://<ip-address>/CE
 CE Mode
 Default password: rst107C/S
 Used by the Customer Engineer
 Can be disabled by RC Gate Admin
 It is recommended to
change the default
passwords at first
installation.
!

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2.2.2 Pre-registering the Basil

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Pre-registering a new Appliance (Basil/Cumin)
Mandatory fields
Optional fields
Batch registration

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Checking a pre-registered Appliance (Basil/Cumin)
‘Right-click-
copy’, to copy
registration
number to the
clipboard.
Enter search
conditions

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Exercise 2
 Pre-register your Basil to the Center Server.
 Check your pre-registered Basil on the Center Server.

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2.2.3 Configuring/connecting the Basil
to the customer’s network

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Connect your PC to the Basil
 Connect your PC to the Basil’s maintenance-port (LAN1).
network-cable
PC network settings:
IP : 192.168.10.3
Subnet : 255.255.255.0
Basil maintenance-port (LAN1):
IP : 192.168.10.1 (default)
Subnet : 255.255.255.0

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Login to the Basil
 Access the Basil-UI (https://192.168.10.1)
 Login to the Basil as ‘RC Gate registrant’

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RC Gate and Device Settings
 Select ‘RC Gate and Device Settings’

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Basic settings
 Select ‘RC Gate Settings’ / ‘Basic’.
 Select the correct time zone and click on ‘Apply’.
!
It is important to select
the correct time zone.

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Date and time settings
 Select ‘RC Gate Settings’ / ‘Date/Time’.
 Enter the correct date/time settings and click on ‘Apply’.

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Network settings
 Select ‘RC Gate Settings’ / ‘Network’.
 Enter the correct network settings and click on ‘Apply’.
LAN1 port
(maintenance port)
LAN2 port
(customer network)
DNS Server
(optional)

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Connect the Basil to the customer’s network
 Connect the Basil’s LAN2 port to the customers network.
 You can now still access the Basil-UI through the maintenance
port, or you can access the Basil-UI through the customer’s
network.
Customer’s network

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Exercise 3
 Configure your Basil for the customer network.
 Connect your Basil to the customer network.

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2.2.4 Registering the Basil to the
Center Server (through HTTPS)

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Login to the Basil
 Login to the Basil as ‘RC Gate registrant’

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RC Gate Registration Wizard
 Select ‘RC Gate Registration Wizard’

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Communication method setting
 Select HTTPS as the communication method between the
Basil and the Center Server.

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Enter registration number
 Enter the registration number (‘Request No’) and
confirm/select the time zone.

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Change IP Address Send Permission
 The ‘IP Address Send Permission’ setting is optional.
 This setting can only be changed at this point. It can NOT be changed
after installation.

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Confirm/enter date and time

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Confirm/change network settings

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Email settings
 When you have selected HTTP as communication
method, Email settings are optional. Click ‘Next’ to skip
the Email settings.
Basil administrator
to receive Email
notifications
(optional)

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Proxy server settings
 Enter proxy server settings if the Basil must use a proxy
server to connect to Internet.

84
Registration number confirmation
 Before the registration starts, the registration number is
confirmed.

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Registration at Center Server
 The Basil is registering at the Center Server.

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Registration result
 The Basil is now registered at the Center Server.

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Top page
 After the Basil is registered, the ‘RC Gate Registration
Wizard’ button is removed.
Notice the two new
buttons.

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Checking your Basil in the Center Server
 Searching your Appliance in the Center Server GUI.
Check your
Basil in the
Appliance List
(double click
for Appliance
info)
Enter search
conditions

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Exercise 4
 Register your Basil to the Center Server (HTTPS).
 Check your Basil in the Center Server GUI.

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2.2.5 Device Registration Wizard

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Device Registration Wizard overview
1. Register devices to Basil
2. Register devices to Center Server
Center Server / Device list

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Login
 Login to the Basil as
‘RC Gate registrant’
 Select ‘Device
Registration Wizard’

93
Enter IP-address search range(s)
 Select ‘IP address ranges’ (‘Host name’ will be explained
later).
 Enter the IP address search range(s)

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Select devices to register
 The Basil searches the network
 The found devices are displayed
 Select the devices you want to register
 The device type (SNMP/HTTPS) is displayed

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Obtain Request No. (1/2)
 Click on ‘Obtain Request No.’

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Obtain Request No. (2/2)
 Results of ‘Obtain Request No.’

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Registering devices
 The devices are registered to the Basil

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Register devices by CSV file (hostname or IP-address)
 For each hostname entered in the CSV file the Basil will
query the DNS server (must be configured in the Basil
network settings) to find the device IP adress.
CSV file
The CSV file can
contain both hostnames
and IP-addresses
separated by a comma
or a new line.

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Exercise 5
 Use the “Device Registration Wizard” to register devices.
 Check the registered devices in the Center Server GUI.

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2.2.6 Auto Discovery

101
Auto Discovery overview
1. Configure Auto Discovery
2. Manage monitored devices (optional)

102
Login
 Select ‘Auto
Discovery Setting
Wizard’

103
Auto Discovery settings
 Enter the Auto Discovery settings

104
Auto Discovery IP-Address ranges
 Set more search ranges via ‘add’ or ‘impor a CSV file’.

105
Configuring Auto Discovery (3/5)
 A summary of search ranges is displayed.

106
Result of Auto Discovery
 Devices which are found with the Auto Discovery option
appear as ‘monitored’ on the Center Server.

107
From ‘monitored’ to ‘managed’
 To make ‘monitored’ devices ‘managed’, select the
devices and select ‘Manage Devices’.
Select to manage as ‘HTTPS’ or ‘SNMP’ device.
Enter M/R Date

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Exercise 6
 Configure Auto Discovery on the Basil.
 Check the result of Auto Discovery on the Center Server
GUI.
 Make some of the ‘Monitored’ devices ‘Managed’ devices.

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2.2.7 Registering the Basil to the
Center Server (through SMTP)

110
Login
 Select ‘RC Gate
Registration Wizard’

111
Settings
 Select the
communication
method (SMTP).
 Enter the Request
Number and the
Time zone.
 RC Gate registrant
E-mail address
(optional). Will
receive an E-mail
with registration
result.
 Enter the
date/time.
optional

113
Enter the SMTP settings
Optional
Mandatory
Optional

114
Registration result
 Result message
 If an RC Gate registrant E-mail address has been
configured (optional), the results from the registration will
be sent to the this E-mail address.

115
Registering devices whit SMTP registered Basil
 When you register the Basil through SMTP, you can only
configure Auto Discovery (no Device Registration Wizard).
 The result of Auto Discovery will not be visible in the
Center GUI (no device list).
 If you configured an RC-Gate admin E-mail address
(optional), results from the Auto Discovery function will be
sent the RC-Gate admin address.
 E-mail content to RC-Gate admin is NOT encrypted.
One text file for each found device

116
Basil registered with SMTP limitations
 It is not recommended to register the Basil with SMTP
and should only be done when absolutely necessary.
 Registering the Basil with SMTP gives very limited Center
Server functionality:
 Devices can not be managed. (Devices can only be
monitored by Auto Discovery function.)
 Only MIB counter information.
 No device list.
 No device status indication.
 No Service/Supply Call indication.
 No remote firmware update.
 Only available functions:
 Counter CSV file and Reporting website functionality.

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2.3 UZ-A1 Installation
Click here to go direct to the Cumin training.
(if you want to skip the “UZ-A1 Installation chapter
”).

118
Chapter overview
 2.3.1 UZ-A1 overview
 2.3.2 Pre-registering the UZ-A1
 2.3.3 Options for the UZ-A1
 2.3.4 Configuring/connecting the UZ-A1 to the customer’s network
 2.3.5 Registering the UZ-A1 to the Center Server (through HTTPS)
 2.3.6 Device Registration Wizard
 2.3.7 Auto Discovery

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2.3.1 UZ-A1 overview

120
UZ-A1 hardware overview
Front
Rear
LAN port (customer network port)
PC port (Maintenance port)
LED’s
Power Button
LCD Display

121
UZ-A1 - Turning ON
 Plug in the power cord of the UZ-A1.
 There is no power switch to turn on.
 Note that if the customer uses DHCP, the IP address of the
RC Gate A may be changed after turning the UZ-A1 OFF
and ON.

122
UZ-A1 - Turning OFF
 Procedure
 You must remove the UZ-A1 from the Center Server, before
removing the UZ-A1.
 Procedure
1. Either; - Select "Shut Down RCGate" in the UI of the UZ-A1.
OR - Hold the "Shutdown" button on the front of the UZ-A1 for 5
seconds or longer.
2. Unplug the power cord of the UZ-A1.
 If you unplug the power cord without doing step 1, the memory
could be damaged and log data lost.

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UZ-A1 login accounts
 https://<ip-address>:9443
 Administrator
 Default password: administrator
 Registration of UZ-A1 and devices
 Change setting/configurations
 General user
 Default, this account does not exist (An
administrator must create it)
 When you select ‘General user’, then the
configuration option is greyed out!
 User can view information of ‘managed
devices’
 https://<ip-address>:9443/CE
 CE Mode
 Default password: rst107C/S
 Used by the Customer Engineer
 Can be disabled by RC Gate Admin
 It is recommended to
change the default
passwords at first
installation.
!

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Features on UZ-A1, Device Management
 The user can check/monitor
the status of managed
devices on the UZ-A1 in the
device management menu.
(Through the web interface.)
 The menu includes:
 Device list
 Call history
 Counter list
 Individual device status

125
Features on UZ-A1, @Remote On/Off
 On the UZ-A1, the customer can disable @Remote
communication. (This is supposed to be a temporary measure.)
 For example, when the customer needs to isolate the cause of a
problem during network troubleshooting.
 This is not available on the Basil.
 While @Remote is disabled, the Center GUI can read the
settings in the appliance, but can not make changes.
 The customer administrator or a technician can make changes,
using the UI of the appliance.

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Features on UZ-A1, Notification Timing
 On the UZ-A1 you can specify what to do when it receives
a call from a device.
 There are three settings.
 No Send: The call is not passed on to the @Remote Center
 Real Time: The call is passed on immediately after it is
received from the device.
 Periodic: Calls are passed on either Daily, Weekly, or
Monthly.
 The setting is made from the Center GUI.
 Center GUI: Administrator menu – Appliance Information for
Admin – Notification tab

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Features on UZ-A1, Retries
 With this function:
 You can specify on the Center GUI how many retries (and at
what interval) an RC Gate A must pass auto calls from
devices to the @Remote Center.
 Administrator menu – Appliance Information for Admin –
Notification tab

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Features on UZ-A1, User counter capture
 With this function:
 The user can retrieve individual user counters.
 This is not available on the Basil
 You can test if the user counter information can be
obtained from each device (Via the UZ-A1 UI).
 Enter a device's IP address to check if it is possible to
acquire per-user counter information for that device.

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2.3.2 Pre-registering the UZ-A1

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Pre-registering a new Appliance
Mandatory fields
Optional fields
Batch registration

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Checking a pre-registered Appliance
‘Right-click-
copy’, to copy
registration
number to the
clipboard.
Enter search
conditions

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Exercise 7
 Pre-register your UZ-A1 to the Center Server.
 Check your pre-registered Appliance on the Center Server.

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2.3.3 Options for the UZ-A1

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Available options
 There are two options available.
1. DIMM Memory :
 With this DIMM installed, the RC Gate A can store/export user
counters.
2. SSD Memory:
 Increases the maximum number of managed devices from 100
to 1000.
 When you install the SSD, you must also install the DIMM.
 The activation of the options must be done by an
engineer.
 You must first remove the UZ-A1 from the center server!
 When you activate the options, a new (larger) data table is
created. (All the existing data is removed.)
 Then you must register the UZ-A1 again.

136
Installing the options
 Install the DIMM and the SSD.
 You can install only the DIMM.
 When you install the SSD, you must also install the DIMM.
SSD
DIMM

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Connect your PC to the UZ-A1
 Connect your PC to the UZ-A1s maintenance-port (PC).
network-cable
PC network settings:
IP : 192.168.10.3
Subnet : 255.255.255.0
UZ-A1 maintenance-port (PC):
IP : 192.168.10.1:9443 (default)
Subnet : 255.255.255.0

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Login to the UZ-A1
 When options are installed then first proceed by checking
the available memory and enabling the extended function
setting.
 Follow the steps in the next few slides
 Access the UZ-A1-UI via CE login

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Memory Operation Check
 Do the memory operation check to ensure that the options
are recognized by the UZ-A1 .
(1)
(2)
(3)
(4)

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Extended Function Setting
 Enable the options.
 Switch ‘Extend the number of monitored devices’ to Use.
 Once ‘Use’ has been selected, the setting cannot be
changed to back.

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2.3.4 Configuring/connecting the UZ-
A1 to the customer’s network

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Settings required for using the RC Gate A
 The following settings are required for using the UZ-A1.
 Time Zone and Date/Time Settings
 HTTP Proxy Settings
 Email Settings
 Change IP Address Send Permission
 Entering Request No.
 Starting Registration

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Login to the UZ-A1
 Access the UZ-A1-UI (https://192.168.10.1:9443)
1. Login as ‘administrator’
2. Select ‘Initial settings’
(1)
(2)

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Set up the RC Gate A
 Set up the RC Gate A
 Run the ‘Setup Wizard’
 You can also select the ‘RC Gate Configuration’ menu and
browse through the settings manually.
 Follow the steps and input all relevant information.

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Date/Time settings
 Select ‘RC Gate Settings’ - ‘Date/Time’.
 Select the correct time and time-zone and click on ‘Apply’.
!
It is important to select
the correct time zone.

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Network settings
 Select ‘RC Gate Settings’ / ‘Network’.
 Enter the correct network settings and click on ‘Apply’.
PC port
(maintenance port)
LAN port (customer
network)
DNS Server
(optional)

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IP Address Send Permission
 Choose permit (default) if you want all functionalities to be
available:

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Network settings
 You can setup e-mail notification.

149
Setup complete
 When the initial setup is complete, you will get the
following notification:

150
Connect the UZA1 to the customer’s network
 Now you can connect the UZ-A1 - LAN2 port to the customers
network.
 You can still access the UZ-A1 UI through the maintenance port, or
you can access the UZ-A1-UI through the customer’s network.
Customer’s network

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Exercise 8
 Configure your UZ-A1 for the customer network.
 Connect your UZ-A1 to the customer network.

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2.3.5 Registering the UZ-A1 to the
Center Server

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Login to the Basil
 After the initial setup, you get the following screen.
 Select ‘@remote Service Registration Wizard’.
 If you already logged out, then login to the UZ-A1 as
‘Administrator’.
 Select ‘Initial settings’ - ‘@remote Service Registration
Wizard’.

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Enter registration number
 When you input the Request Number use copy-paste to
prevent typing errors.

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Confirm/change network settings 1/2
 Double check all network/proxy settings.

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Confirm/change network settings 2/2
 Click ‘Confirm with server’

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Appliance registration 1/2
 If this error message occurs, make sure that the request
number is correct. (copy-paste)
 If confirmation is successful, then click ‘Start Registration’

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Appliance registration 2/2
 A progress bar will show during the registration process.
 If registration is successful, then click ‘Finish’

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Checking your UZ-A1 in the Center Server
 Searching your Appliance in the Center Server GUI.
Check your
UZ-A1 in the
Appliance List
(double click
for Appliance
info)
Enter search
conditions

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Exercise 9
 Register your UZ-A1 to the Center Server.
 Check your UZ-A1 in the Center Server GUI.

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2.3.6 Device Registration Wizard

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Device Registration Wizard 1/9
 Log in as ‘Administrator’
 Select ‘Initial Settings’

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 Use the Device Registration Wizard.
 Devices found with the Device Registration Wizard are
‘managed’.
 If you see a device with condition “Managed - Found” on
the Center Server, then you must wait, the condition will
automatically change to “Managed – Registered”.

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(1)
(2)

167
(2)
(1)
(3)

168
(2)
(1)

169
(1)

170
(1)
(2)

171
(1)
(2)

172
(1)
(2)

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Exercise 10
 Use the “Device Registration Wizard” to register devices.
 Check the registered devices in the Center Server GUI.

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2.3.7 Auto Discovery

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Auto Discovery Setting Wizard 1/6
 Use the Auto Discovery Setting Wizard.
 Devices found with the Auto Discovery Setting Wizard are
‘monitored’.
 You can select devices that are found on the device list on
the Center GUI.
 When you click ‘Register Devices’.
 They become ‘managed’ devices.
 If you see a device with condition “Managed - Found” on
the Center Server, then you wait, the condition will
automatically change to “Managed – Registered”.

177
 Select ‘Auto Discovery’

178
(1)
(2)
(3)

179
(1)
(2)

180
(1)
(2)

181

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Extended Device Search
 During Auto Discovery, problems may occur with Ricoh
devices that contain controllers from other manufacturers
(such as EFI or Samsung).
 With this new feature you can enable / disable a different
type of search function.
 Set to Enable to increase the change to find those devices.

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IP Address Exclusion 1/2
 It is possible to set IP addresses which you (or the customer) do
not wish to be searched by the UZ-A1.
 You can set max. 255 IP addresses.

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IP Address Exclusion 2/2
 During Auto Discovery, the excluded addresses are
skipped.
 When an excluded machine uses DHCP and its IP address
changes into a discoverable address, it will not be skipped
during the next Auto Discovery.
 When you use IP Address Exclusion, it is best to use
reserved IP addresses for the devices. (Or at least for the
excluded devices.)

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From ‘monitored’ to ‘managed’
 To make ‘monitored’ devices ‘managed’, select the
devices and select ‘Manage Devices’.
Select to manage as ‘HTTPS’ or ‘SNMP’ device.
Enter M/R Date

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Remote registration 1/2
 During Auto Discovery, the external RC gate collects the
following for each device: Device S/N, IP address, MAC address
 The data at the @Remote Center is normally 1 day old.
 Only the IP address and MAC address are used for
Registration.
 Registration at the center can only go ahead if the external RC
gate can connect to the specified IP address and the MAC
address is correct.
 The center GUI sends the IP address and MAC address to the
external RC gate.
 The external RC gate checks that the device with that IP address
has the correct MAC address.
 Then the external RC gate registers that device at the @Remote
Center.
 If the device power is off at the time of registration, or if the IP
address has changed due to DHCP (the data at the center is
one day old), the external RC gate sends an error to the center.

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Remote registration 2/2
 If a different device responds to the IP address (i.e., the MAC
address is different), or if there is no device at that IP address,
the UZ-A1searches again within the same segment for a device
that has the MAC address in question.
 This only works within the same segment. So, if the device was
moved to another room, it may be in another segment, and will
not be found.
 The Basil can only accept one registration request at a time
from the Center GUI (up to 100 devices per request).
 If there are more than 100 devices for the Basil, you must wait
until the first batch has been registered, before you can send a
registration request for the next 100.
 Otherwise, the RC Gate will return an error message (busy –
request not accepted).
 For the UZ-A1, up to 100 requests can be queued.

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Exercise 11
 Configure Auto Discovery on the UZ-A1.
 Check the result of Auto Discovery on the Center Server
GUI.
 Make some of the ‘Monitored’ devices ‘Managed’ devices.

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2.4 Cumin installation

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Cumin installation overview
1. Pre-register Cumin to Center Server
2. Proxy settings
3. Register appliance/device to Center Server

191
Pre-register Cumin to Center Server
 Pre-registering a Cumin to the Center Server is the same
as pre-registering an external RC gate to the Center Server.

193
Register the appliance/device
 Select ‘Setup RC Gate’
 Enter the Request No. Select ‘Confirm’.
 The confirmation result is displayed.
 Select ‘Program’. The registration result is displayed.

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Exercise 12
 Register a Cumin device to the Center Server.
 Check the registered appliance/device in the Center Server
GUI.

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2.5 Removal

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Removing a device
 To remove a device from the Center Server select the device
and click on ‘Remove Devices’. The status of the device will
then be ‘removing’.
 The next time the Appliance (external RC gate or Cumin)
contacts the Center Server, the device will be removed from
the Center Server.
 If the Appliance is physically disconnected or it’s power is off,
the device will be removed from the Center Server after 4 hours.

197
Removing an Appliance
 IMPORTANT! : Before removing an Appliance (external RC
gate or Cumin) from the Center Server, first remove all
devices from that Appliance.
 When all devices of the Appliance are removed, select the
Appliance and click on ‘Remove Appliance’. The status of
the Appliance will then be ‘removing’.
 The next time the Appliance (Basil or Cumin) contacts the
Center Server, the Appliance will be removed from the
Center Server.
 If the Appliance is physically disconnected or it’s power is
off, the Appliance will be removed from the Center Server
after 90 minutes.

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3. Maintenance

199
Chapter overview
 3.1 Search menu
 3.2 Device information
 3.3 Counter / Supply CSV
 3.4 Service Calls
 3.5 Email notifications
 3.6 Solution list
 3.7 Firmware Update
 3.8 Calendar list
 3.9 Administrator menu

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3.1 Search menu

201
Search Appliance
 The search result is displayed in the Appliance list.
You can use the % character as wildcard in this fields.
Leave this field blank to search
through all Service Depots.
In that case you must use at least one
other search field.

202
Search Device
 The search result is displayed in the Device list.
This field is
mandatory, you
cannot leave this
field blank.
Only in this field
you can use the %
character as
wildcard.
Customer name is
CaSe sensitive

203
Searching devices through Search Appliance
 If you need to search a device by Device S/N, through all
Service Depots, this is the most easiest way:
 The search result is an Appliance displayed in the
Appliance list. This is the Appliance containing the device.
Leave this field blank.
Enter the Device S/N

204
Search for disconnected devices/appliances (1/3)
Select ‘Search Appliance’
or ‘Search Device’
 This function only works for managed devices.

205
 Disconnected Appliance / Device List

206
 You can also check if devices might be disconnected by
checking the Device list.

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3.2 Device information

208
Device Information screen (1/2)
 Double click on a device to go to the Device Information
screen.
Optional information fields
Mandatory
information
fields

209
Device Information screen (2/2)
 Update
 Sends the updated fields to the Center Server
 Call History
 Exports a .csv file of calls (closed & open) (see chapter
‘Service Calls’).
 Device Status
 Displays device status information.
 Comm
 Read/write device information and read/write/execute SP-
modes.

210
Device Status
 State
 Machine status
 Jam Log
 Count Log
 Over 400 counter items
 Time Log
 Total duration main motor
 SC Log
 Function
 Fusing temp, ID sensor offset, etc.

211
COMM overview (1/2)
 Communication Main menu
Read / Write / Execute requests are
displayed here. If the request has
been processed, double click on the
request to display the result.

212
COMM overview (2/2)
 Read
 Read device information at next polling interval.
 After clicking start use the “refresh” button to see the Next
Polling Time
 Write
 Write (new) values to SP-Modes at next polling interval.
Polling Time
 Execute
 Reset SC, PM counters, Jam Counters or force a toner supply call
at next polling interval.
Polling Time

213
Read request
Select the items you want to
read from the device.
The result of the read request is displayed
here, after the Appliance has polled the
Center Server. (See ‘Next Polling Time’).
Select the items you want to
read from the device.

214
Write request
Before you can write SP-modes, you
must first do a read request here.
After the read request has been performed, the current
values are displayed under ‘Present’. Then you can enter a
new value under ‘New’ and click ‘Write Start’.
Do not forget to mark the checkboxes for
the SP-modes you want to ‘write’.

215
Execute request
 Only the SP-modes which are available to execute are
displayed.

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Exercise 13
 Read the device information and SP modes from a device.

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3.3 Counter / Supply CSV

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3.3.1 Counter-CSV

219
Counter/Device info communication to Center Server
 Counter and Device information is collected by the RC-Gate, send to the
Center Server and processed by the Center Server as shown below.
Center Server
external
RC gate
Cumin
Collection
Managed
devices
(HTTPS)
1 / 12 hours
(retry after 6
hours)
Managed
devices
(SNMP)
1 / 12 hours
(retry after 6
hours)
Auto
Discovery
enabled
AD schedule
(daily/weekly/
monthly)
Transfer to CS
Managed
(HTTPS)
1 / Day
Managed
(SNMP)
1 / Month
(MR
Date)
Auto
Discovery
AD
schedule
CS Processing
Managed
(HTTPS)
Max. 1 Day
Managed
(SNMP)
Max. 1 Day (only latest or M/R
counter is saved)
Auto
Discovery
Max. 1 Day (only latest or M/R
counter is saved)

220
New Counter-CSV request
Request settings
(explained later)

221
List with Counter-CSV requests

222
Download Counter-CSV
 If the request status is ‘completed’, double click on the
request to download the CSV file(s).

223
Counter-CSV request main settings overview
Immediate or Scheduled
Meter Reading or Reporting
Download to ‘Your PC’ or ‘Back-End’
CSV Separator
Site Name / data range
Optional filters

224
Meter Reading Counter-CSV request
 The downloaded file for an M/R Counter-CSV request can
contain 2 files.

225
Meter Reading Counter-CSV file content
1 line per device:
The counters from the M/R data.
OR (if M/R counters are not available)
The latest acquired counters within the specified data range.

226
Reporting Counter-CSV request

227
Reporting Counter-CSV file content
Multiple lines per device:
All counters for all devices within the specified data range.

228
Scheduled Counter-CSV request
List with Counter-CSV requests
Schedule settings

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3.3.2 Supply-CSV

230
Supply Call communication to Center Server
 Supply Calls are notified by the RC-Gate, send to the Center
Server and filtered by the Center Server as shown below.
Center Server
external
RC gate
Cumin
Notification
Managed
devices
(HTTPS)
Immediate
Managed
devices
(SNMP)
After SNMP
polling.
(Default =
every 10 min.)
Auto
Discovery
devices
N.A.
(no Supply
Calls)
Transfer to CS
Managed
(HTTPS)
Immediate
Managed
(SNMP)
Immediate
Auto
Discovery
N.A.
CS Filtering
Depending on the device (prefix) multiple calls will
be filtered using 1 of the following 2 methods:
Total Counter
Number of bottles used
 Supply Call settings on the device are not always ‘ON’ by default
 In the embedded Excel document you can find the default settings of Supply
Call related SP modes per controller series.
! Microsoft Excel
Worksheet

231
Supply-CSV overview
 Using the Supply-CSV menu works the same as Counter-
CSV menu.
New Supply-
CSV request
List with
Supply-CSV
request
Double click
to download
Supply-CSV

232
Supply-CSV request settings
Toner or All Supplies
 Most settings work the same as in Counter-CSV request.

233
Supply-CSV file content
Supply Calls received in the specified data range

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Exercise 14
 Create a new request for Counter CSV (report)
 Create a new request for Supply CSV (report)
 Download the reports

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3.3.3 ERP Linkage

236
ERP linkage
 Counter and supply-call data can be send to your ERP
system using the Ricoh Europe Common Server.
 This allows you to automate processes, such as billing
and toner replenishment, through your ERP system.
 The procedure to create the link to your ERP system is
outside the scope of this training.
 Contact Ricoh Europe through your default support route if
you require more information.
ERP system
Common
Server (EU)
Center
Server
Counter/
supply-
call data
Counter/
supply-
call data

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3.4 Service Calls

238
Service Call communication to Center Server
 Service Calls are received by the RC-Gate and send to
the Center Server as shown below.
Center Server
external
RC gate
Cumin
Notification
Managed
devices
(HTTPS)
Immediate
Managed
devices
(SNMP)
After SNMP
polling.
(Default =
every 10 min.)
Auto
Discovery
devices
N.A.
(no Service
Calls)
Transfer to CS
Managed
(HTTPS)
Immediate
Managed
(SNMP)
Immediate
Auto
Discovery
N.A.
CS Processing (to show in Call
List)
Type A SC-
Call
Immediate.
Type B/D
SC-Calls
After 30 minutes.

239
Call List
 The Call List shows all incoming calls from
devices/appliances.
 The Call List does NOT show Supply Calls.

240
Call Detail
 Double click on a call to go to the Call Detail screen.

241
Manual Call on an MFP
 Press <clear><0><0><clear/stop> (keep the last button
pressed until the “Remote Diagnostics” screen appears on
the operation panel.
 Press the “Call” button and wait for a completion
message.

242
Manual Call on an LP
 On LP’s with a 2-line display:
 Press and Hold the "Escape" Key for about 5 seconds.
 A Message will appear in the Operation Panel allowing you
to Place a Call.
 On LP’s with a 4-line display:
 Press the "Menu" key.
 Go to the "Remote Service" menu.

243
Closing Calls
 You can close all calls for the same device by selecting the
close all calls checkbox
 You can close calls one-by-one by selecting the applicable
checkboxes and click the ‘Update’ button
 You can select only pre-defined solutions (also see solutions
slide) for a call you want to close

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Exercise 15
 Search, Select and Close a Call

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3.5 Email notification

247
New Email List
You can enter
multiple email
addresses
separated by a
comma.
Use this setting
to receive a daily
Email with all
disconnected
Appliances within
your Site/Service
depot.

248
Email Notification Timing
 Depending on the local infrastructure receiving Call Emails
from the Center Server can take up to 5 minutes
 If no Email is received check spam filters on Email servers
or try an external email address.
 If it looks like email is received more than 30 minutes later,
check all (device/ external RC gate) regional settings
(date/time)

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3.6 Solution list

250
Solution
The default sort is
alphabetic. You cannot
change this.

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Exercise 16
 Add a new “Solution” named “Manual Closed Manual Call”
 Add a new “Call Email Entry” type “Manual Call”
 Create a Manual Call on one of the training machines
 Check your mailbox
 Close the call with your newly added solution

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3.7 Firmware Update

253
Remote Firmware Update (RFU)
 You can update firmware for appliances and devices from
the Center Server.
 On the UZ-A1 the are some extra specifications that are
not available for the Basil:
 RFU Enable/Disable
 RFU Prohibition Interval
 RFU Shift Device Firmware Update Time

254
RFU Enable/Disable 1/2
 For the model RC Gate BN:
 You must individually prohibit RFU at each device
connected to the RC Gate BN.
 For the RC Gate A:
 You can prohibit RFU for all devices with a setting in the RC
Gate A.

255
RFU Enable/Disable 2/2
 For the RC Gate A, there are two settings:
1. Enable/disable RFU for the appliance.
2. Enable/disable RFU for the devices (this is a new function
for RC Gate S Pro/RC Gate A).

256
RFU Prohibition Interval
 Normally, when setting up at the Center GUI, RFU is set
for a convenient time for the customer. It must be finished
within a set period (default: 3 days).
 If RFU is done during office hours, it can be inconvenient
for the customer.
 With the UZ-A1 appliance, it is possible to prohibit RFU
during working hours.
 If RFU is in progress when working hours start, it is
suspended, until the end of working hours. Then it
resumes.

257
RFU Shift Device Firmware Update Time 1/2
 An appliance can monitor devices in (very) remote
locations.
 For example, the external RC Gate an be in Moscow, but
some devices can be in London. (a different time zone.)
 If the RFU is set up for 17:00 Moscow time, then the RFU
on the devices in London could start during London office
hours.
 On the UZ-A1 you can prevent this.
 You set up the time shift function for the devices in different
time zones.

258
RFU Shift Device Firmware Update Time 2/2
 To operate this UZ-A1 feature, you specify network segments
that require a time shift and the time shift that is needed
 You can also import a .csv file containing the network segments
that need the time shift.

260
Model Select
Microsoft Excel
Worksheet
The embedded Excel file lists
device prefixes. You can use this
list to select the correct model
before updating firmware.

261
Search Device
Although the list shows SNMP devices,
you can NOT update these devices.

262
Firmware Select
The list of available types
of firmware depend on
the selected model.

263
Firmware Update
Only available
for UZ-S1/A1
appliances.
Update schedule

264
Updating List
Appliance Queue List.

265
Appliance Update Queue List

266
Device firmware update through the Basil GUI
 If you can also update device firmware at the customer
site though the Basil GUI.
 For more details about this procedure, see the Basil
Service Manual.

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Exercise 17
Update the firmware of your external RC gate
(through Center Server GUI)
Update the firmware of a device
(through Center Server GUI)

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3.8 Calendar list

269
Add new calendar
 The calendar specifies the office hours of the service
organisation.
 Devices will not display ‘an engineer will be sent’ when an
error occurs outside office hours.

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3.9 Administrator menu

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4. Reporting website

274
Reporting website introduction
 The reporting website (@Remote.net) provides the
@Remote reporting features to the customer.
Multiple reports
Export to Excel / CSV
Graphical reports
3rd
parties reporting

275
Reporting server overview
 Every day device counter data on the Center Server is
send to the Reporting Server.
Reporting
Server
Center
Server Device
counter
data
Customer Service organisation
Manage
reporting
website
Reporting
website

276
Link between Center Server and Reporting Server
 Communication between the Center Server and Reporting
Server is one-way (from Center Serv. to Reporting Serv.).
Reporting
Server
Center
Server Device
counter
data

277
Reporting website URL’s
 https://www.atremote.net/ricoh-europe
 https://www.atremote.net/infotec
 https://www.atremote.net/gma
 https://www.atremote.net/nrg
Ricoh
Infotec
GMA
NRG
US
EU
Reporting
Server

278
Login
 When you do not have a user account, you can have a
look at the website using the following user:
 User Name: Sample
 Password: password

279
User agreement
 At first log-in each user must accept the user agreement
to continue.
 The User Agreement is always available for your review,
via a link on the home page of the website.

280
Home page overview (1/2)
 Homepage (https://atremote.net/ricoh-europe)
Choose language
Reports

281
 Select Appliances
Click to expand

282
 Change Customer

283
Reporting website (@Remote.net) User Guide
 The user guide can be downloaded from the website.

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5. Troubleshooting & support

285
Basil / UZ-A1 - login & logout
 If you close your browser while you are logged into the
external RC Gate, the session is NOT terminated
 The session will time-out after 30 minutes.
 Therefore, always use the ‘Logout’ button to close the
session.

286
Procedure: Migrating from RC Gate BN to RC Gate A
1. RC Gate BN & device information backup
 Create a list of Appliance information (Screen dump)
 To input later during RC Gate A installation.
 Export: Simple Device Information CSV files from Center GUI
 To import later to new Appliance during device registration procedures
 If you want to keep this information, then export for your own
reference: Reporting CSV, Supply CSV and Call history.
 Un-manage devices
2. Install UZ-A1
 Retrieve: Request number from Center GUI
 Setup: Appliance
 Run: Device Registration Wizard
 Run: Auto Discovery Settings Wizard
 Upload: Device Information CSV files into the correct Appliance via
Center GUI.
3. Remove RC Gate BN
 Unregister Appliance at Center GUI
 Remove RC Gate BN

287
RC Gate migration Step-by-Step
Migrating from RC Gate to RC Gate-A
At the RC Gate.
Create a list with all
Registered Devices.
At the RC Gate.
Access the RC Gate UI in
CE mode.
At the Center GUI.
2. Make screen dumps of
the Appliance Information
for Admin. (Log in as an
Administrator.)
At the Center GUI.
3.1 Export:
Device List
( Simple)
At the Center GUI.
3.2 Export:
Reporting CSV
At the Center GUI.
3.3 Export:
Supply CSV
At the Center GUI.
3.4 Export:
Call History
At the RC Gate A.
Register the RC Gate A
on the @Remote Center.
At the RC Gate A.
4. Install the RC Gate A.
At the RC Gate A.
When asked to input
settings, input the settings
from the old RC Gate (see
step 1).
At the RC Gate A.
Make sure that the Auto
Discovery Settings are set
up.
At the Center GUI.
5. Input the data from
the screen dumps of
the Appliance
Information for Admin
that you made earlier.
(You must log in as an
Administrator.)
At the Center GUI.
6. Un-manage all
Managed Devices.
At the RC Gate.
7. Make the Device
Check Request call from
each of the RC Gates to
be removed.
At the Center GUI.
8. Check on the Device
List, that all devices are
removed.
At the Center GUI.
9. Remove the RC Gates
from the Center.
At the RC Gate-A.
10. Register the devices.
At the Center GUI.
11. Check the Device List
from the RC Gate A.
(Compare it with the
exported device list CSV
files.)
At the RC Gate-A.
12. When devices are
listed as Found, you can
make a Device Check
Request Call from the
RC Gate A. To speed-up
the registration process.
Wait for 1 hour
Wait until 24 hours have
passed since the Auto
Discovery Settings were
made in the RC Gate A
at the customer site.
At the Center GUI.
13/14. You can use
Remote Registration to
try to register devices
that are still not
registered
If some devices are still
not registered and
Managed, make sure
that all the devices are
listed as ‘Monitored’ or
‘Found’.
If any devices are not
listed, check their
condition, and recover
them.
15. Retrieve the Old
Device Information
Import the device
information from the old
RC Gates.
Import it from the
Exported Device List
CSVs that you made in
step 3.
You need the Export
Device List: Simple
16. Make Sure that M/R
is Correct
The M/R dates have all
been reset to 1. They
must be set to the same
values as they were
when registered on the
previous RC Gates
At the RC Gate.
1. Make lists of settings in
the RC Gates at the
customer site. (Make screen
dumps of the settings from
the RC Gate UI.

288
Switching from many RC Gate (BN)s to one RC Gate A
To
From
RC Gate BN RC Gate S Pro RC Gate A
1x RC Gate BN Standard Not Possible Possible
Multiple RC
Gates
Not possible Will become available as “Special
Operation”
RC Gate S Pro Not possible Standard Not Possible
RC Gate A x 1 Not possible Not Possible Standard

289
Important when doing the transition procedure
 Pre-conditions
 Access to the Center Server from customer site.
 The technician needs access to the Administrator menu of
the Center GUI to complete all tasks.

290
Appliance Replacement
 You only have to replace your external RC
gate when is defect.
 The Appliance Replacement procedure is
described in detail in the Center GUI Manual
and the external RC gate Service Manual.
Note
 You cannot replace a Basil, if it is installed
using one-way communication (SMTP).
 You cannot replace an external RC gate, when
permit sending IP address is prohibited
 You cannot replace a Cumin Appliance type.
!

291
@Remote related SP Modes
 5501-xxx PM Alarm
 5504-xxx Jam Alarm
 5505-xxx Error Alarm
 5507-xxx Supply Alarm
 5508-xxx CC Call Alarm
 5515-xxx Report Setting
 5816-xxx Remote Service
 5821-xxx Remote Service
Address
 5870-xxx Common Key Info
Writing
 5985-xxx Feature Support
 5816-200 Manual Polling
 5816-003 Function Flag
 0: Not registered
 1: Registered
 5816-201 Regist Status
 Display of installation condition
 0: Not installed
 1: Installed as Cumin (pre-registered)
 2. Installed as Cumin
 3: Installed to external RC gate
 4: NRS Module is not available
 5816-209 @Remote Setting Clear
 5816-250 CommLog
This list gives you an overview of some important SP Modes.
For a more complete list see notes page.
!

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Exercise 18
 Check a device installation condition using SP mode.

293
Device Firmware Levels
 During site survey
 Check which type of device are in use at the customers site.
This is to help you calculate the time needed for installation.
Older devices and many different models at the same
customer can increase the needed level of troubleshooting
 While troubleshooting
 If a device is not working correctly check for RTB’s on
firmware levels (see example)
Adobe Acrobat
Document

294
Browser issues
 Center Server GUI not accessible
 Browser compatibility
 Although it looks like Center Server operation works fine with other
browsers than MS-IE 6 or 7 some functions might not work
 Browser (security) settings
 If the center server URL is not listed in the trusted sites list in your IE
security settings you might get an error message.
 Browser error(s)
 The first time you connect to the Center Server it takes some for the
browser to download settings. Wait for the “Done” message in the
bottom-left corner of your browser.
 Old OCX’s
 The procedure is on the splash page just after logging in to the Center
Server

295
Service Calls
 Service Test Call
 To perform end-to-end test a “Service Test Call” can be
initiated from the device or external RC gate.
 Manual Call
 To provide information to service, a “Manual Call” can be
initiated from the device.
 Device Check Request call (Only for UZ-A1).
 Sends the status of the UZ-A1 to the Center Server.
 Service Call
 This shows the service call information. Only shown when
the RC Gate A has a problem.

296
Service Calls
 Service Calls
Name of call Operation
Appliance Basil Service Test Call 1.Select “RC Gate and Device Settings” menu
2.Select [Service Test Call] under Maintenance >
Communication Server Calls
UZ-A1 Service Test Call 1. Log in as “Administrator” into RC Gate Configuration
2. Select: Maintenance>Service Test Call
3. Click Start
Device Check Request
call
1. Log in as “Administrator” into RC Gate Configuration
2. Select: Maintenance> Device Check Req. Call
3. Click Start
Service Call 1. Log in as ”General User” into RC Gate or as
“Administrator” into RC Gate Configuration
2. Select: Maintenance> Service Call
Device
MFP Service Test Call System Settings > Administrator Tools > Service Test Call
LP
(4 lines LCD)
Service Test Call Menu > Remote Services > Service Test Call, then “Start”
LP
(2 lines LCD)
Service Test Call “Escape” for 5 seconds > Remote Services, select “Test
Call”, then “Enter”

297
Service Test Call Example (MFP)

298
Common Key (Authkey)
 5870-xxx Common Key Info
 This SP Mode is used to re-write the
“machine certification” (not ID2). The
correct sequence to (re-)write the
“Common Key” is:
 Remove the device in Center GUI Server
(also if monitored)
 Wait for external RC Gate or Device to
communicate this change (normally every
1 hour)
 Execute sp 5870-003 (if available) and
5870-001
 After executing SP5870-001 successfully
immediately POWER OFF and ON the
device !
 Re-register the device using normal device
registration procedure

299
ID2 check
 In order for a device to be registered as an NRS device ID2
Code for that device needs to be correct.
 To check if ID2 Code is correct print out the SMC data list and
check SP 5811 (machine serial) Compare with SP 5811 “ID2
Code Display”. The value of ID2 should be the same as the
serial number but with 6 spaces between the prefix and the
actual serial number
example:
incorrect ID2
example:
correct ID2

300
ID2 re-write overview
 ID2 re-write
 Make sure that the device is not registered and
also not monitored.
 If the device is registered or monitored first
remove the device with the Center Server GUI
 Manually create certification/ID2 call
 Register the call
 Open the call
 Execute the call
 Wait for result
! This is only for devices connected trough an external RC Gate

301
ID2 re-write - Register ID2 Call
 The “Device Model Code” is the serial number prefix (3
characters)
 The “Device Serial Code” is the serial number without the
prefix (8 characters)
 The “IP Address” is the device IP address

302
ID2 re-write - Open the ID2 Call
 Go to the “Call List” menu on the left hand side
 Search and open the ID2 Call (double click)

303
ID2 re-write - Execute the ID2 Call
 Type the correct values for ID2 (prefix and serial)
 Click on the “Execute” button

304
ID2 re-write - Check result
 Wait for the result (Refresh)

305
Prohibit @Remote Service
 This setting prohibits @Remote communication.
 Available on GW2005A or later devices.
 The default setting is ‘Do not Prohibit’ (enable).
User Tools -> System Settings -> Administrator Tools -> Extended Security

306
Device registration error codes displayed on device (Cumin)
 The cumin/device service manuals have a chapter with error
codes. In addition to the codes described in the manual, the
following error codes can occur (displayed in Web Image
Monitor):
 12005; @Remote communication is prohibited. The device has
a problem with a Cumin function.
 12006; After confirmation was completed, the confirmation
request was made again.
 12007; Different request number was used for registration than
the one for confirmation.
 12008; The device function was in use, updating certification
has failed.

307
Device registration error codes displayed on Center Server GUI
 @REMOTE RESULT_NG
 HTTPS device
 The device is a SNMP Device
 The device is disconnected
 The device is powered off
 Wrong IP address used
 DESS not installed
 SNMP device
 The device is disconnected
 The device is powered off
 Wrong IP address used
 @REMOTE RESULT_BUSY
 The Basil is still busy with the previous request.
 @REMOTE RESULT_EXIST_DEVICE_IP
 Retry the registration request again with the latest auto
discovery (AD) data.

308
Basil Communication Log
 Log into the RC Gate
using the Registrant
Mode
 Navigate to the “RC
Gate and Device
Settings” menu
 Go to the
“Maintenance” menu
on the Left side of the
page
 Go to the
“Communication
Log”.
 Select all data in the log window and copy it to a text file.
 Send this text file together with appliance serial number, device
serial number, full customer name and Site name to your
technical support specialist.

309
Center Server responsibilities
 General
 You can not request User ID’s for the Center Server for yourself
unless trained.
 New Site or Service Depot
 Who’s responsible : Ricoh Europe
 How to request : Via your default support route
 Required : Site name, Service Depot name and user-id of requestor
 User ID for Center Server
 Who’s responsible : Ricoh Europe
 How to request : Via your default support route
 Required : Internet e-mail address, name, country, organisation,
@remote administrator’s e-mail address.

310
@Remote Q&A
 A lot of answers to @Remote related questions can be
found in the Tier-2 Knowledgebase through TESSA.

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@Remote - New Remote Service
Field service training
END
After this slide there is additional information

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Appendices
Additional Information

313
Appendices - Overview
 Customer pre-survey UZ-A1
 Differences between the External RC Gates
 UZ-A1 - DIP Switches
 Basil – Dipswitch
 Basil - Reset Switch
 Basil - SD Card Slot
 Migrating from RC Gate BN to RC Gate A

314
Customer pre-survey UZ-A1 1/2
 No optional memory
 How many units do I need?

315
Customer pre-survey UZ-A1 2/2
 With optional memory
 How many units do I need?

316
Differences between the External RC Gates
 Periodical reboot
 RC Gate A: Unnecessary
 RC Gate BN: Adjustable; Weekly
or Monthly
 RC Gate S Pro: Unnecessary
 When an Appliance SC occurs
 RC Gate A: Will reboot.
 RC Gate BN: Will reboot.
 RC Gate S Pro: RC Gate S Pro
itself does not reboot, but the
internal @Remote service will
reboot.
 SNMP Version
 RC Gate A: SNMP v1/v2/v3
 RC Gate BN: SNMP v1/v2 only
 RC Gate S Pro: SNMP v1/v2/v3
 Communication Protocol
 RC Gate A: SNMP/SOAP/REST
 RC Gate BN: SNMP/SOAP
 RC Gate S Pro:
SNMP/SOAP/REST*
 REST is available from S1 mk2.
 Communication Method (between
appliance and center)
 RC Gate A: HTTPS only
 RC Gate BN: SMTP (1-way) or
HTTPS (2-way)
 RC Gate S Pro: HTTPS only
 Appliance ID2
 RC Gate A: V7800000001
 RC Gate BN: J77 /
(J76)Ymm00001
 RC Gate S Pro: S5600000001
 System Log
 RC Gate A: 2MB
 RC Gate BN: 4KB
 RC Gate S Pro: 500MB
 Communication Log
 RC Gate A: 2MB
 RC Gate BN: 64kB
 RC Gate S Pro: 10MB
 Security Log
 RC Gate A: 2MB

317
UZ –A1 - DIP Switches
 The DIP switches are used for
two functions.
 Function 1: To delete the
registered IP address in the
RC Gate A.
 Function 2: To clear the
settings of the RC Gate A.
 Switch number 6 is the switch
for the lithium battery.
 If you turn off this switch, the
data in the SD card is erased.
(It erases the flash memory.
This memory is copied to the
SD-card thus erasing the SD
card.)
O
N
1
2
3
4
5
6
7
8
SW1

318
Basil - Dipswitch SW1
Operation
mode
1 2 3 4
normal off off off on
reset IP
address on off off on
clear all
memory off on off on
firmware
update off off on on
DIP Switch SW1
Attention!
Do not use the
‘firmware
update’ DIP
switch setting.

319
Basil - Reset Switch SW1
 With the reset switch you can restart the RC Gate. To access
the switch, insert a pin into the opening on the upper cover of
the RC Gate and push the switch.

320
Basil - SD Card Slot
 In the past, the SD Card slot was used for local firmware
updating.
 This procedure is now only used in case of customised
firmware.
 Regular FW update must be done through the Center Server
GUI.

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Migrating from RC Gate BN to RC
Gate A
Detailed Procedure

323
1. Making Lists of Settings at the RC Gate BN UI
 Make lists of settings in the RC Gate BNs at the customer site.
 The RC Gate A must have the same settings.
 The Registered Device List must be taken from all the RC Gate BNs.
 Access the RC Gate BN UI in CE mode.
 Make screen dumps of the settings in the menus above of the RC
Gate BN UI.

324
2. Making lists of settings at the Center GUI
 At the Center GUI, log in as an Administrator.
 Make screen dumps of the Appliance Information for Admin, for
a RC Gate BN that has the full range of settings made.

325
3. Exporting Lists - Device List CSV 1/3
 Export Device List: Detail
 This exported device list can be used for the following:
 To designate devices to be registered under RC Gate A.
 To retrieve the M/R Date of each device
(after devices are registered at the center, the M/R Date is set
to 1 by default, so you need to edit the M/R Date by using the
Export Device List: Detail.)
 Export Device List: Simple
 After registering devices under RC Gate A, this exported
device list can be used to retrieve information for each
device by using “Update Device Info. by CSV Import”.
 Then, the information can be imported later after registering
the RC Gate A.

326
 Export Device List: Detail and Simple
 Center GUI, Maintenance Menu, Export Device List: The lists for all
RC Gate BNs can be exported in one operation.
 You cannot do this if you do not have access to the Maintenance
Menu.

327
(7) (8)
(1)
(2)
(3)
(4)
(5)
(6)
This is an example of Device List: Detail
(9)

328
3. Exporting Lists - Reporting CSV 1/2
 At the center, counter data from all appliances is saved for
up to a maximum of 40 days.
 Perform the download as two separate operations to
obtain all the data.
 You can download max 30 days at once.

329
3. Exporting Lists - Reporting CSV 2/2
 To get the data for all 40 days, do the operation twice. (e.g. First
30 days, followed by last 10 day.)

330
3. Exporting Lists - Supply CSV 1/2
 For customers to which the toner replenishment services
are provided, download Call History from the devices.
 At the center, supply data for all appliances is saved for
up to a maximum of 30 days.
 You can download max 7 days at a time.

331
3. Exporting Lists - Supply CSV 2/2
 To get the data for all 30 days, you must do the operation 5 times.

332
3. Exporting Lists - Call History 1/2
 For customers to which the call handling and/or toner
replenishment services are provided, download Call
History from the devices.
 You must capture the call history for each individual device.
(One at a time.)

333
3. Exporting Lists - Call History 2/2
 You have to download Call History CSV for each device
one by one.
 It will take about 20 minutes to download call history from
100 devices.
Example of Call History

334
4. Install the RC Gate A
 Input the settings from the old RC Gate BN (see step 1).
 Setup the Auto Discovery Settings.
 Register the RC Gate A with the @Remote Center.

335
5. Input the Appliance Information for Admin
 At the Center GUI, log in as an Administrator.
 Input the data from the screen dumps of the Appliance
Information for Admin that you made earlier.

336
6. Un-manage all Managed Devices 1/3
 This procedure is the opposite of the ‘Registering at the
Center GUI’ procedure.

337
(1)
(3)
(2)

338
(1)
(2)
(3)

339
(1)
(2)
(3)
7. Make a Call from each RC Gate BN
(4)

340
8. After Receiving the Calls
 After the Device Check Request call, check the Device
List again, to make sure that all devices were removed.
 Sometimes one or more devices are not removed and the
device data remains at the Gateway.
 In this case, it is not possible to remove the device from the
site, and only the solution is to contact Ricoh Europe support
to remove the data.

341
9. Remove the RC Gate BNs from the Center Server
 The operation is similar to removing the devices, except
this time we use Appliance in the Search menu.
(1)
(2)
(3)

342
9. Remove the RC Gate BNs from the Center Server
(1)
(2)
(3)

343
10. Register the Devices on the RC Gate A
 Register the devices on the RC Gate A, using the Device
Registration Wizard.

344
11. Check the Device List for the RC Gate A
 During the Device Registration Wizard, the RC Gate A
contacts the @Remote Center with the new device data.
 The device list at the Center GUI for the new RC Gate A
should contain all the registered devices.
 Check this list.
 Compare it with the exported device list CSV files that you
made earlier.
 Make sure that all devices are registered and Managed
 If any failed, investigate, and try to recover.
 If some devices still cannot be registered and Managed,
wait one day and try from the @Remote Center with
Remote Registration.

345
12. If Needed, make a Call from the RC Gate A
 In the Maintenance menu of
the RC Gate A UI:
 Click Maintenance
 Device Check Req. Call.
 Then click Start.

346
13. Remote Registration
 Wait until 24 hours have passed since the Auto Discovery
Settings were made in the RC Gate A at the customer
site.
 Check the Device List for the RC Gate A.
 If some devices are still not registered and Managed, make
sure that all the devices are listed as ‘Monitored’ or ‘Found’.
 If any devices are not listed, check their condition, and
recover them.
 Register the devices.

347
14. Register the Devices
 After you finished this step make a Device Check Request
call or wait for at least an hour (until automatic hourly polling
is done).
 Then check the list of registered devices.
 Compare it with the exported device list CSV files (from step
1).
 Make sure that all devices are registered and Managed
 If any failed, investigate and try to recover.

348
15. Retrieve the Old Device Information
 Import the device information from the old RC Gate BNs.
 Import it from the Exported Device List CSV’s that you made
in step 3.
 You need the Export Device List: Simple

349
(1)
(2)
(3)
(4)
15. Retrieve the Old Device Information: Export device list
Exported Device List: Simple

350
15. Retrieve the Old Device Information: Import device list
(1)
(2)
(3)
(4)
Retrieve data

351
Exported Device List: Simple
All editable fields in device Information
can be exported and imported.

352
(1)
(2)
(4)
(5)
(3)

353
16. Make Sure that M/R is Correct
 The M/R dates are all reset to 1. They must be set to the same
values as they were when registered on the previous RC
Gate(s).
Data when registered on
the RC Gate BN
Data after registering on
the RC Gate A
M/R Dates are all reset set to
1.
Specific M/R dates are set.

354
16. Make Sure that M/R is Correct
 Exported Device List: Detail (1)
(2)
(4)
(5)
You can edit
M/R Dates for a
max. 500
devices in one
operation.

Ricoh
Academy
Europe
355
Appendices
End

@Remote-Field service_full-ct_SOL_ppt_EN_9.1.a.ppt

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