Version 1.

0
April 2012
Xerox Internal Use Only

®
Xerox Color 550/560
Remote Services
Configuration Guide
Remote Services
Configuration Guide
This document provides Xerox Representatives with information and instructions to configure Remote
Services for the Xerox Color 550/560, and includes the following information:
• Introduction on page 2
• Configuration Overview on page 3
• Configuration Method on page 5
• Install Planning on page 6
• Installation Checklist on page 8
• Install Procedure on page 9
• Verify Connectivity on page 21
• Troubleshooting on page 22

Xerox Color 550/560 Remote Services Configuration Guide 1

Introduction

Introduction
Feature Overview
Remote Services is a collection of features that automates and simplifies the administration of Xerox
devices. These features are:
• Meter Assistant (Automatic Meter Reading - AMR) - automatically submits meter reading
data which is used for customer billing purposes.
• Supplies Assistant (Automatic Supplies Replenishment - ASR) - proactively orders machine
components such as toner.
• Maintenance Assistant (Automatic Information Forwarding - AIF) - provides usage
counters and fault conditions for Xerox technicians to manage device support requirements.
Note: Specific enablement and support of Remote Services features varies according to Xerox
device model, configuration and Operating Company.

2 Xerox Color 550/560 Remote Services Configuration Guide

 Configuration Overview

Configuration Overview
How it Works
The device collects data and transfers it over the Internet to a Xerox Communications Server (also
known as the ‘Edge Host’). The device transfers data to the Xerox Edge Host at
https://dcs.support.xerox.com (port 443), using TCP/IP and a Web Services protocol stack: SOAP, XML,
HTTP and HTTPS. The connection uses a 128 bit encrypted pipe and is guaranteed using a VeriSign
Server Side certificate. Data is transferred via the customer’s HTTP Internet proxy server, if one is used
on the customer’s network. The connection is closed as soon as the data transmission is completed,
and usually requires only a few minutes to transfer.

HTTPS is the web based Hyper Text Transfer Protocol (HTTP) using the Secure Sockets Layer protocol
(SSL). SSL is a commonly used protocol for managing the security of a message transmission on the
Internet. Communications using SSL are encrypted which prevents unauthorized users from capturing
the information. The device uses DNS (Domain Name System) to translate host names (for example
dcs.support.xerox.com) to IP addresses.

The device sends data to the Edge Host daily, at the time specified in the set up. The Edge Host
receives the data and provides access for the back office infrastructure (billing information and
supplies assistant if supported). The typical size of the daily file transmission from the device to the
Edge Host is less than 100KB, which is comparable to sending 5-10 e-mail messages.

Remote Services does not attempt to transmit equipment data if the device is processing data for print,
scan, fax or copy jobs, so there is no adverse impact to the normal operation of the device. E-mail
notifications can be set on the device if required to inform the administrator when meter readings have
been transmitted.

Xerox Color 550/560 Remote Services Configuration Guide 3

Configuration Overview

Remote Services Architecture

The architecture depends on the configuration:

Device configured with Integrated/Green Controller, FreeFlow Print Server or Creo Print Server:

Device configured with a Fiery Embedded Controller or Fiery External Front End (DFE) Controller:

4 Xerox Color 550/560 Remote Services Configuration Guide

 Configuration Method

Configuration Method
Device Direct
Remote Services is enabled by configuring the proxy server settings on the device using CentreWare
Internet Services (the device embedded web server), registering the device with the Edge Host and
setting the time for the transmission of data.

Automatic Registration
The Xerox Color 550/560 also supports Automatic Registration. When the device is connected to the
Internet, the automatic proxy detection process completes which connects the device to the
customer’s Internet proxy server. Once the connection to the proxy server has been made the device
will connect to the Edge Host (at the address: https://dcs.support.xerox.com) using an industry
standard secure data transmission.
Note: The DNS server settings must be configured on the device to support this setup.

In Automatic Registration, the device will use a default Internet proxy setting, but if the Internet proxy
setting used by the customer is non standard, you will be required to configure the device manually to
allow connection to the Edge Host. For instructions, refer to Configure the Proxy Server on page 14.

In some cases the Automatic Registration will complete and no further action is required. Xerox back-
office systems will automatically enable services for automated meter reads as required. For
instructions refer to Verify Communications on page 18.

Xerox Color 550/560 Remote Services Configuration Guide 5

Install Planning

Install Planning
Verify the Configuration
The device may be installed in one of the following configurations:
• Integrated/Green Controller (also known as DMP or bustled controller)
• Creo Spire front end
• FreeFlow Print Server front end
• Fiery Embedded controller
• Fiery External front end

Fiery Controllers
If the device is connected to a Fiery embedded controller or Fiery external digital front end, the
Green Controller will be set with a different IP address to the Fiery. In this configuration you will enter
the IP address of the Fiery in a web browser and use the Xerox Centreware link on the Fiery home
page to connect to the device Internet Services page. Be sure to follow the additional steps in EFI Fiery
External or Embedded Controller Configuration on page 6 and Configure DNS Settings on the Fiery on
page 9.

In any other configuration, the device will use one IP address and you will be able to connect to
Internet Services directly via a web browser.

Verify Network Access

Verify the customer has authorized Internet connectivity for the device and the device is physically
connected to the customer’s network. If the equipment is not network connected, contact the
customer’s IT System Administrator to provide connectivity and network address details.

Verify IP Settings
Verify the IP address that you will use to connect to the device.

EFI Fiery External or Embedded Controller Configuration

1. Access the Fiery web browser or Command Workstation.
2. Note the IP address that shows at the top of the Home Page.

All other Configurations

Print a configuration report to view the IP address.
1. At the device control panel, Press the Machine Status button.
2. Touch Print Reports.
3. Touch Printer Reports.
4. Touch Configuration Report.

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 Install Planning

5. Press the green Start button. A hard copy of the configuration sheet will be printed. The IP
address of the machine will be listed on the configuration sheet under Communication Settings
in the TCP/IP section. Note the IP address.
6. Press Close on the control panel.

Obtain the DNS Server address

DNS is used to translate domain or host names to IP addresses. View the DNS server details on the
device Configuration Report. If the DNS server has not been configured, obtain the customer’s Domain
Name and the address of the DNS server, if used. The customer may be using a DHCP server which will
allow the device to find the DNS server details automatically.

Obtain the HTTP Proxy Server address

Remote Services requires the device to access the Internet. Some customer sites require all Internet
access to pass through a proxy server. Verify with the customer whether their network uses a proxy
server, and obtain the IP address or host name and port number. Ensure the proxy server is configured
to allow outgoing HTTP connections. Ensure HTTP/HTTPS traffic on ports 80 and 443 are not blocked.

If the proxy server uses authentication, you will need the user name and password of an account which
provides authentication.

If the customer uses a different proxy server for different protocols on their network you will need the
details of the proxy server address that allows HTTP or secure (HTTPS) protocol transmissions.

If the customer does not use a proxy server, the device must be configured with the DNS server address
so that the device can translate the Edge Host’s fully qualified domain name of
https://dcs.support.xerox.com.
Note: In some customer sites the DNS server may be acting as the proxy server. Obtain the
address of the DNS server to use as the proxy server address.

Verify the Firewall Proxy Details

Verify if the customer uses a firewall proxy and ensure HTTP port 80 and HTTPS port 443 are not
blocked.

Xerox Color 550/560 Remote Services Configuration Guide 7

Installation Checklist

Installation Checklist
Verify and record the following information:
1. Device configuration is physically connected to the customer’s network via a network cable.
2. Fiery IP Address (if installed):_____________________________
3. Device IP Address (if Fiery not installed):_____________________
4. DNS Settings:
a. DHCP server will automatically provide DNS information? or
b. DNS Server Address:_________________________
c. Alternate DNS Server Address 1: (if required)______________
d. Alternate DNS Server Address 2: (if required)______________
e. Domain Name:________________________
f. Dynamic DNS Registration used? (if required)_______
g. Connection timeout: (if required)__________
5. HTTP Proxy Server (if used) is configured to allow access to HTTP/HTTPS ports 80 and 443.
6. HTTP Proxy Server Address:__________________
7. HTTP Proxy Server Port: _____________________
8. HTTP Proxy Server authentication account (if used):
a. User Name:______________
b. Password____________
9. Firewall Proxy Server (if used) is configured to allow access to HTTP/HTTPS ports 80 and 443.

8 Xerox Color 550/560 Remote Services Configuration Guide

 Install Procedure

Install Procedure
EFI Fiery External or Embedded Controller

Configure DNS Settings on the Fiery

1. Connect to the Fiery, either by entering the IP address of the Fiery in a web browser, or by
accessing the Command Workstation (if installed).
2. Login as Administrator. The default password is Fiery.1
3. Select Server.
4. Select Configure.
5. Select Network, then Protocol.
6. Select TCP/IP and then DNS.
7. Enter the Primary DNS Server IP Address and the Secondary DNS Server IP Address, if used.

8. Click Apply.
9. Reboot the Fiery.

Xerox Color 550/560 Remote Services Configuration Guide 9

Install Procedure

Access the Internet Services Home Page

1. Open a web browser and enter the IP address of the Fiery, in the Location or Address field.
2. Press Enter. The Fiery home page is displayed.

3. Click the Xerox CentreWare link in the bottom right hand corner. The device Internet Services
page will appear. Proceed to the next step Access Internet Services Properties on page 11.

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 Install Procedure

Green Controller, FreeFlow and Creo Print Server Configurations

1. Open a web browser and enter the IP address of the Xerox Color 550/560 in the Location or
Address field.
2. Press Enter. The device Internet Services screen is displayed.

Access Internet Services Properties

1. Within Internet Services, click the Properties tab.
2. If prompted, enter the user ID and password of the device administrator account. The default user
ID is admin and the default password is 1111.
3. Click Login. The Properties page is displayed.

Xerox Color 550/560 Remote Services Configuration Guide 11

Install Procedure

Configure the DNS Server

1. Access the Internet Services Properties menu.
2. In the left hand menu click Connectivity and click Protocols.
3. Click TCP/IP.

4. In the Domain Name area, enter the customer’s Domain Name.

5. If the customer is using DHCP click the Enabled box in the DNS Configuration section to Obtain
the DNS Server Address Automatically or enter the IP Address of the DNS Server(s) in the
Preferred DNS Server and Alternate DNS Servers fields, as required.

12 Xerox Color 550/560 Remote Services Configuration Guide

 Install Procedure

6. Scroll down the screen if necessary. Click the box to Enable Dynamic DNS Registration if
required.

7. Click the box to enable Generate Domain Search List Automatically if required.
8. Enter the customer’s alternative Domain Names as required in the Domain Name 1, Domain
Name 2 and Domain Name 3 fields.
9. Enter the Connection Timeout if required.
10. Click Apply. The machine will require a reboot to change the settings. Click the Reboot Machine
button.

Xerox Color 550/560 Remote Services Configuration Guide 13

Install Procedure

Configure the Proxy Server

1. In the Internet Services Properties menu, click General Setup.
2. Click Smart eSolutions.
3. Click Registration.

4. Click Enable Proxy Server.

5. Click the Enabled box to Use Proxy Server.
6. In the Proxy Setup menu, select Different Proxy for each Protocol if the customer uses a
different proxy server address according to the protocol used on the network (HTTP, HTTPS), or
leave the setting on the default of Same Proxy for All Protocols.

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 Install Procedure

7. In the HTTP Server and HTTPS Server Names, provide a name of up to 255 characters for one or
both of these Proxy Servers, according to the customer’s network. A fully qualified domain name
or IP address can be used.
Note: Ensure DNS Server details are configured correctly if you use domain names.
8. Enter the required Port Number. The default is 8080 and is the Internet Assigned Network
Authority (IANA) recognized proxy port.
9. If the customer’s proxy server requires authentication, click the Authentication: Enabled box and
enter the Login Name and Password to provide authentication to the proxy server.
10. Click Apply. The Settings have been Changed message will display.

Xerox Color 550/560 Remote Services Configuration Guide 15

Install Procedure

Register with the Xerox Communication Server

1. In Properties > General Setup > Smart eSolutions, click the Registration link.
2. Click Register with Xerox Communication Server.
3. Click the Enabled box to enable Server Communication.

4. In the Transmission Time boxes, enter the required time for the transmission of the machine data
to the Edge Host. The Transmission Time is based on a 24 hour schedule.
5. The Transmission Interval of the Supplies Assistant feature will display, along with the Date of
Last Transmission.
6. Click Apply. The Settings have been Changed message will display.

Test Communication
1. Click the Test Communication Now button to check your configuration.
2. In the Communication Log area, you can view the status of the device’s transmissions to the
Edge Host, along with the date and time of the transmission.

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 Install Procedure

Set up Billing Meter Read Alerts (optional)

Billing Meter Read Alerts allows you to set the device to send an e-mail to the designated administrator
to notify them that a transmission to the Edge Host has occurred, or if registration with the Edge Host
has been cancelled.
Note: The device must be configured to send E-mails via the SMTP protocol to support Billing
Meter Read Alerts.
1. In Properties > General Setup > Smart eSolutions, click the Registration link. The Registration
screen appears.
2. Click Setup E-mail Notification (Billing Meter Read Alerts). The Billing Meter Read Alerts screen
appears.

3. In the Billing Administrator E-mail Addresses field enter the e-mail addresses of up to five users
that require notification of the status of transmissions with the Edge Host.
4. In the Send Alert area:
a. Click the box to be informed When Billing Meter Reads are reported.
b. Click the If Registration with Xerox Communication Server is cancelled box to be notified
of this event.
5. Click Apply. The Settings have been Changed message will display.

Xerox Color 550/560 Remote Services Configuration Guide 17

Install Procedure

Verify Communications

Meter Assistant
1. In Properties > General Setup > Smart eSolutions, click the Meter Assistant link.
2. The Meter Assistant screen will display the details of dates when billing meter reads were sent to
Xerox by the device.
Note: The machine status will show a listing of being ‘Disabled’ until the remote device checks for
Meter Assistant information to be sent to it.

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 Install Procedure

Supplies Assistant
1. In Properties > General Setup > Smart eSolutions, click the Supplies Assistant link.
2. Supplies Assistant will display the details of dates when supplies data was sent to Xerox by the
device, and the specific component requested.
Note: For color devices, the customer needs to register with Xerox the number of cartridges they
already have in stock, to enable the Supplies Assistant service to commence.

Xerox Color 550/560 Remote Services Configuration Guide 19

Install Procedure

Maintenance Assistant
1. In Properties > General Setup > Smart eSolutions, click the Maintenance Assistant link.

2. Click the Send Diagnostic Information to Xerox button to transmit usage and diagnostic
information. Click OK to begin the transfer.
3. Click the Start an Online Troubleshooting Session at www.xerox.com button if required. Click
OK to begin the transfer.

You have completed the steps.

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 Verify Connectivity

Verify Connectivity
Edge Server Web Tools and Support Query Application
Use the following site to verify that the device is connected with the Edge Host.
Notes:
• This service may not be available in all countries.
• The site confirms that the device is connected with the Edge Host, but not that it is
communicating on a regular basis.
1. Access the site: http://dcshelp.world.xerox.com/dcshelp/.
2. Register your name if this is the first time you have visited the site. The next time you visit the site
you can login with your Xerox S3 account.
3. Click the 1. Device link. The Look up The Devices screen appears.
4. Enter the device serial number in the Device List box. You must enter the serial number in capital
letters. Enter a comma between serial numbers (and no spaces) to search on multiple numbers.
5. Select the boxes to enable show registration device and search by either clean or raw SN.
6. Click Submit.

7. The device information is displayed:

• The Services column shows that the Billing service is activated for this device in the example
above.
• The T column shows ‘D’ to indicate that the device was registered via the Device Direct
method.
• The Reg date column shows the date of registration. If this area is blank the device is not
registered.

Xerox Color 550/560 Remote Services Configuration Guide 21

Troubleshooting

Troubleshooting
ID Problem Description

1 Failed Xerox • Confirm the network connection. Check the network cable from the device to
Communication the customer's network. Check the device print engine has its own connection
Server to the network.
Transmitted Data • Confirm access to the Internet. At the device web browser try to access
message www.xerox.com. The customer’s HTTP proxy server must be configured
correctly to allow the device access to the Internet, and the proxy server
address must be configured correctly on the device. Refer to The customer
may be using a proxy server or firewall to control Internet access on page 23
for more information.
• Check the DNS settings are correctly configured to ensure the device can
resolve the IP address of the proxy server host name. Refer to Check the DNS
Settings on page 25.
• Verify the date and time, set on the device, including the time zone (for
example: GMT). The incorrect date or time may cause server synchronization
issues with the Edge Host.
• Check the Edge Host is online. Contact technical support if you cannot
resolve the issue. There may be problems with the Edge Host.

2 Automatic Automatic Proxy Detection

registration has The device supports automatic registration with the Edge Host. If this has failed,
failed when the the automatic proxy detection may be incorrectly configured. Automatic proxy
device is first detection is required for Remote Services to register automatically with the Edge
installed Host.
Automatic proxy detection requires WPAD (Web Proxy Auto-Discovery Protocol)
Option 252 (“auto-proxy-config”) enabled on the proxy server. WPAD is a method
used by clients on the network to locate a URL of a configuration file using DHCP
and/or DNS discovery methods. Once detection and download of the
configuration file is complete it can be executed to determine the proxy for a
specified URL.
• Check with the customer to see if they have WPAD Option 252 enabled on
their proxy server. Verify the WPAD option 252 settings if necessary.
• If WPAD is not an option, enter the proxy server IP address manually in the
device web browser. If customized configuration scripts are used in the
customer’s network environment then you will also need to manually enter the
proxy server address.
• In some cases, proxy authentication by login name and password may be
required. Verify the user name and password required for proxy authentication
and enter this information into the device web browser.
• Check IP address exclusion on the customer’s network configuration.

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 Troubleshooting

ID Problem Description

3 The device cannot The customer may be using a proxy server or firewall to control Internet
access the access
Internet 1. Verify connectivity with the proxy server. Obtain the customer’s permission
to access a PC, preferably on the same subnet as the printer. Ping the proxy
server address. If there is no reply there may be no network connectivity
between the device and the proxy server.
a. Verify the information entered on the device, especially the default router
(default gateway).
b. Verify the proxy server address details. Refer to Finding the Proxy Server in
Windows on page 24.
c. Verify with the customer’s IT administrator the HTTP (80) and HTTPS
(443) ports are not blocked at the proxy server.
d. Verify if the proxy server requires authentication. If authentication is
required, obtain the user name and password and enter this information in
the device web browser.
e. Verify the proxy server IP address (or host name/fully qualified domain
name - FQDN) and the port number entered in the device web browser.
f. If the proxy server FQDN was provided instead of an IP address, ensure
that DNS is enabled on the device user interface and Fiery print server if
used.
Note: A host name can only be used for the proxy server if the customer is also
running a name service such as DNS, otherwise an IP address must be supplied for
the proxy server.

2. The firewall may be blocking access to the Internet. Verify the following
information with the IT administrator:
a. The firewall rules are set to allow the device access to the Internet.
b. A user name and password is not required by the firewall for outbound
access.
c. The standard HTTP (80) and HTTPS (443) ports are not blocked by the
firewall.
3. A firewall, a proxy server and a DNS server are not the same thing. While it is
possible for the same physical host to perform more than one or all of these
functions, in most cases they will not be the same host. If the same IP address
is given for more than one of these functions, verify with the customer’s IT
administrator that the information is correct.

Xerox Color 550/560 Remote Services Configuration Guide 23

Troubleshooting

ID Problem Description

4 Proxy server Finding the Proxy Server in Windows

settings are 1. At a Windows desktop on the customer’s network, click Start then Control
incorrect Panel.
2. Double-click Internet Options. If you do not see this option, click Classic View
in Windows XP and Vista or View by: Small icons in Windows 7.
3. Click the Connections tab then the LAN Settings button. The address and
port number for the proxy server used by your computer are shown in this
window.
4. Click the Advanced button. If different proxy servers are used for different
protocols such as HTTP and FTP (this is not common), they are shown on the
Proxy Settings window.

5. Enter the proxy server details in the device web browser.

Finding the Proxy Server in Mac OSX
1. At a Mac OSX desktop on the customer’s network, click the Apple icon then
System Preferences.
2. Click Network.
3. Click the network adapter that is in use, then click Configure.
4. Click the Proxies tab. If your computer is configured to connect to the Internet
through a proxy server, the server address and port number are shown here.
5. Enter the proxy server details in the device web browser.

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 Troubleshooting

ID Problem Description

5 The DNS settings Check the DNS Settings

are incorrect 1. Perform the following steps at a PC running Windows, on the customer’s
network (preferably one on the same subnet as the device). Open a command
prompt (select Start > Run and enter cmd, or type cmd directly in the Search
box).
2. Enter the command ipconfig /all to display the IP configuration information.

3. Write down the Connection- specific DNS Suffix (domain name) and the
DNS Servers IP addresses.
4. Type ping and the IP address of the DNS server to verify connectivity. There
should be a reply.
5. Type ping and the IP address of the default gateway to verify connectivity
with the default router. There should be a reply.
6. Check the DNS Server and Default Gateway is set correctly on the device.

6 Transmission Ensure the DNS Server Information is Configured

errors using the 1. Configure the Fiery with a DNS server name, even if you have to test with a
Fiery false name. Refer to Configure DNS Settings on the Fiery on page 9.
configuration 2. Configure Dynamic DNS on the Xerox 550/560. Refer to Configure the DNS
Server on page 12.

Xerox Color 550/560 Remote Services Configuration Guide 25

Troubleshooting

ID Problem Description

7 Confirmation of Machine Eligibility Test

support for Meter The following site provides a test facility to check whether the device can take
Assistant, Supplies advantage of Remote Services capabilities.
Assistant or
Note: This service is available for US registered accounts only.
Maintenance
Assistant 1. Access the site: www.accounts.xerox.com/meters/amr-capability-test.jsf.
2. Enter the serial number of the customer’s machine in the Enter the machine
serial number box.
3. Select Yes or No in the Is the machine on a network area.
Note: The machine must be connected to the network to support Remote
Services.

4. Click Submit. A status message will display confirming that your device is
eligible or not eligible for Remote Services capabilities.
5. Click Clear Form to enter another serial number in the Machine Eligibility Test
screen.

8 Edge Host Following an Alt Boot process or update software action you will need to ensure
connectivity has the device is still communicating with the Edge Host, even if you performed a
failed following an clone of the device settings. Check the connectivity settings, validate and test
Alt Boot process communication as described in this document.
on the machine

9 Further Further information on Remote Services and customer facing collaterals are
information available at http://www.xerox.com/smartesolutions.
A Xerox Remote Services Security White Paper is available at
http://www.xerox.com/about-xerox/account-management/smart-
meter/enus.html.

26 Xerox Color 550/560 Remote Services Configuration Guide