Critical Remote Service Updates

Your Xerox machine or applications might require an upgrade to apply the latest security features and continue automated meter reads, supply replenishment, and remote diagnostic support.  Xerox takes security seriously.  We ensure the processes that automatically deliver meter reads, toner needs and diagnostic information from your Xerox printers to our systems comply with the latest security standards.  This means retiring software or applications that are at risk to security vulnerabilities.  Please be aware of these upcoming security measures that could impact your remote services:

Device Managers Should Run Only on Supported Microsoft Operating Systems

Did you know that Windows XP or 2003 cannot be used to run Xerox® CentreWare® Web Software, Xerox® Device Agent, Xerox® Device Agent Partner Edition, and Xerox® Device Manager?  These systems are no longer supported by Microsoft, and because of that they are at risk to vulnerabilities.  Xerox will no longer receive the remote services data transmitted by programs that run on these operating systems.

What action is required?  We recommend that the latest version of your device manager software be installed on a machine with Windows® 8.1, Windows® 10, Windows Server 2102, Windows Server 2012 R2 or Windows Server® 2016, because Microsoft will be supporting each of these for a few more years. We strongly recommend that for security reasons, where the device manager is running on Windows 8 the operating system is upgraded to Windows 8.1, and if it is running on Windows 7 without Service Pack 1, that this service pack is installed.

Xerox Printer Updates Are Required for SHA2 Certificate Compliance

The National Institute of Standards and Technology (NIST) has determined that SHA-1 (Secure Hash Algorithm) security certificates that are used by a number of Xerox machines will not be supported after May 2019. Therefore, the replacement SHA-2 certificate will be required to continue the device-direct transmission of meter, supply, and diagnostic data to Xerox.  The full list of affected products and recommended solutions can be found in this Security Bulletin.

For most products, the SHA-2 certificate can be obtained by upgrading the machine software.  Generally, an upgrade will take about 20 minutes, but can vary by product.  A service technician is not needed to perform these upgrades, but our support agents are ready to assist should you need help.  Follow the links in the Security Bulletin to download the recommended software for each product.  Read the release notes and installation instructions before performing the update, and make sure to test your device-direct communication after the update is finished.

Another secure solution would be to use one of our Xerox device management applications to transmit the device data for remote services.  The device manager solution will support all of the affected products.  One installation of the program can support up to 2000 devices!

  • If you currently use Xerox® CentreWare® Web Software, Xerox® Device Agent, Xerox® Device Agent Partner Edition, and Xerox® Device Manager make sure the application is discovering all of your SHA-2 affected devices.
  • If you do not currently have a device manager and would like one, please install our Xerox® Device Agent It is free, and easy to setup.

When it comes to device managers, follow these rules of thumb to ensure reliable and consistent communication, and the very best experience with your remote services.  The application should be installed on a network connected computer, server, or appliance (“mini PC”) that:

  • is using a Microsoft supported Windows Operating System
  • is regularly maintained with the latest virus updates
  • remains onsite and powered on at all times

Also, don’t skip the steps to enable an “always-on experience,” so that in case of a power outage or server reboot, the application will automatically come up and continue transmitting your device data!  See the Appliance Deployment Appendix of the XDA User Guide for setup instructions.

Don’t delay in making sure your devices and systems comply with these security measures and that your remote services are not interrupted.  If you need assistance upgrading your device software, installing your new device manager application, or reconfiguring an existing program, your local support centre will be able to assist you.


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