Xerox Support Channel on YouTube

Posted on by | General Information, Support Tools | 2 comments

The Xerox Support Channel on YouTube has been uploading quite a few new videos in the last few months.  These videos range from maintenance steps to resetting the software and more.  There are videos out there for the Xerox® Versant®, Xerox® Iridesse™, Xerox® AltaLink®, WorkCentres and so many more.

Next time you are on YouTube and before you disappear down that “rabbit hole” that is funny animal videos check out the Xerox Support Channel and subscribe so that you will be notified as new videos are added.  Also check out the Xerox Corporate YouTube channel to see success stories, information from events, videos about the Xerox product line and more            .

The videos on the Xerox Support channel can be a good training tool or used to refresh your memory about the steps to follow to complete a task on your printer. For instance this video for the AltaLink® B8090 that will walk you through resetting the software.

We welcome your input on these videos; give us thumbs up for those you find useful and thumbs down on the videos that you do not find helpful.  Your ratings will help us to know what type of videos are most helpful to you.  You can also leave us a comment to let us know what you would like to see.

So go watch some Xerox videos and then when you are done navigate on over to those funny animal videos and enjoy!

Email From A Xerox Multifunction Printer: It’s Not as Difficult as You Think

Posted on by | Features, Online Support Assistant, Technology | 0 comments

Email is a critical communications tool.  Have you used the email feature on your Xerox Multifunction Printer? Email has changed the world, 269 billion emails are sent each day.  Email is an important method of transmitting information previously sent by regular mail, telephone, courier, or fax. In the time it took you to read that last sentence approximately 20 million emails entered cyberspace.  Not all Xerox devices have email but maybe yours does.  Check to see if it does and then try the feature for yourself.

Why email from your printer?  Emailing from your multifunction printer allows you to email any document on paper and send it electronically to anyone with an email address.  You can email a page from a book or magazine to someone, or any hard copy document without having to scan it to the PC first.  Many of our multifunction printers have email capabilities either included or as an option you can purchase.  With the email feature you can connect to your company address book to easily address your emails or you can create an address book at the machine itself or simply type in the email address at the machine.  The following video will show you how easy it is to email a document.  This video is for the WorkCentre 5700 Series but the concept is the same for most the machines that email.

https://www.youtube.com/watch?v=_7heMjL6wd0

Email is easy to set up through the Embedded Web Server or CentreWare Internet Services, your IT person or someone with knowledge of your email system should set up the feature. Once setup the feature is easy to use.  Simple Mail Transfer Protocol (SMTP) is specified for outgoing mail transportation and is the protocol that sends scans to an email address. The scanned documents are directed to a mail server, such as Exchange, and then sent to the required email address with the scanned document(s) as an attachment in either PDF or TIFF format.  The process is very easy and straightforward.  Remember all the information you need to set-up and use email is available to you on the support page for your multifunction printer.

One last fact to leave you with 75% of adults prefer email to IM, 75% of teenagers prefer IM to email Less than one-fifth of teenagers use email for communication. The times they are changing!

Xerox Ready Install: New Printers Configured Remotely

Posted on by | Support Tools, Technology | 1 comments

Xerox Ready Install is a program that enables a Ready Install Analyst to configure your new Xerox printer or multifunction printer.  The analyst will, at your convenience and with your approval, remotely access your printer to complete the network configuration on your printer(s).

The Xerox Ready Analysts use industry leading remote access tools to configure your Xerox device(s) through the cloud.  Xerox Ready Install provides secure encrypted technology-based device configuration and it is the most effective way to expedite network connectivity.

Xerox Ready Install service is an alternative to having Xerox resources come to your site for new device installation support.  It is a “green” alternative that keeps service vehicles off the roads, also eliminating the possibility of missed appointments due to traffic. By using the Xerox Ready Install service, you can schedule the implementation of your new equipment when it is most convenient for you, saving you time and unnecessary hassle.

Here is how it works, first we will discuss what is required for the Ready Install implementation and you will select a time for implementation that is convenient for you.  After your new equipment arrives, using the secure Ready Install tools, your Xerox Ready Analyst will enable the features on your Xerox device. The video below will give you a quick overview of Xerox Ready Install.

Working with you and your Xerox Supply Chain partners, we simplify the device configuration to get you up and running as quickly as possible.  Depending on the configuration, Xerox Ready Install takes on average 30 minutes per device and the device will be fully operational once complete.

Let’s look at the requirements and what can be configured.

Requirements:

  • A computer with Internet connectivity located on the same network as the new Xerox device
  • An IT contact to ensure a smooth install and to provide any required network credentials to configure the device or print drivers.

What can be configured:

  • Machine IP Address
  • Hostname
  • Domain information
  • DNS information
  • Clone Files
  • Software Upgrade
  • Energy Settings
  • Date/Time Settings
  • Display Settings
  • Printing and Copy Defaults
    • Banner Sheets
    • Held Jobs
    • Alternate Paper
    • Paper Management
  • Scan to Email
  • LDAP
  • Active Directory
  • Network Authentication
  • Network Scanning
    • SMB
    • FTP
  • Workflow Scanning
  • Fax
    • Embedded Fax
    • Fax Forward
    • Internet Fax
  • Xerox® Standard Accounting Feature
    • Users
    • Groups
    • Limits
    • User Roles
  • Security
    • Image Overwrite
    • Secure Print
  • Print Drivers Deployment
    • Server Environments
    • Max 3 PC’s or Mac
  • PCL 6
  • PostScript
  • Address Book
    • Up to 5 entries

Please let your Xerox representative know if you have any questions about Xerox Ready Install. For additional information, please look at the Xerox Ready Install brochure and website.

Training and Consulting Services for You and Your Xerox Printer

Posted on by | General Information, Support Tools | 0 comments

Have you ever felt like you may not be getting all you could out of your Xerox printer or multifunction printer?  Maybe there is a feature you have not worked with or you do not understand. Do you wish someone could help you train everyone on how to use the printer or multifunction device to simplify your work processes?  There is a solution for that, a service that can help you leverage your Xerox equipment to your advantage.  Let’s take a look at them.

Professional Support Services includes both consulting services and customer training.

  • Onsite Customer Training will help train you and your staff to utilize the features and functions of your Xerox products.  The training can be classroom on-hands type training, for small groups to auditorium style for large groups.  The course material is flexible. Training on Office and Production products is offered.   The training will enhance skills and help create efficient work processes for your people and Xerox equipment.  You can read all about the training offerings in the Customer Training brochure.
  • Webinar Training of Office Devices for our customers who enjoy technology-based training, but prefer instructor led training, we offer Virtual classroom training via Webinars. Participants can remain at their desks and participate with up to 20 other students in a classroom style training session. Students will have the ability to ask questions and interact live with the instructor. Participants will require access to the internet in order to participate in Webinar training.
  • Online on-demand training is available 24/7.  This training is available at no additional cost and adds flexibility and convenience.  Online training can be accessed from a PC, tablet, smartphone or other mobile device. The training will assist you in using your office machines to get your work done in a timely manner and more efficiently.  See if online training is available for your machine by checking out the list of machines with online training at the Xerox Online Training
  • Consulting services include but are not limited to using products, applications and network services to provide printing workflow support for all the industries and applications served by Xerox.  The consulting services utilizes our team of analysts that have certifications from Microsoft, Adobe, etc.  In addition, our analysts have expertise in: Color Management, Networks, Printing Technologies, Print Data Streams, Variable Data/Variable Information, Database, IT Security, Transaction Printing, Document Imaging, Document Management, and Project Management.   Our goal is to help you run your operations more cost effectively as your business evolves.  Our analysts can help with everything from form creation, application development to color consultation and so much more.  Read all about it in this Consulting Services brochure.

More information on Consulting and Customer training is available on the Professional Support Services website.  Please explore the information and links on this site and see if we might be able to help you get more out of your Xerox equipment.  As always there are answers to many of your questions available on the Support site but if you want or need more consider the Professional Support services.  You can contact 1-800-ASK-XEROX (1-800-275-9376 x773) 8 am to 8 pm ET, Mon-Fri to find out more, setup an appointment with an analyst or setup training.   We look forward to assisting you with all your support and training needs.

One for Many – Xerox Knowledge Management Platform

Posted on by | Online Support Assistant, Support Tools, Technology | 0 comments

What does One for Many mean? Well it means that if one person finds a solution or corrects a solution or adds on to a solution, we want that information to be available to many as soon as possible.

Our mission in support is to get you the answers and solutions you need as easily and quickly as possible so that you can get back to your business.  The Knowledge Management platform is the process we use to update our knowledgebase on a continual basis using information gathered from multiple sources and from interactions with you, the customer.  As new information is discovered or new solutions are found the information in the knowledgebase is updated to reflect the new information.

Your feedback is also important to help revise the knowledgebase with current and up to date information.  Please leave use your feedback so that we can continue to improve and expand the online support to serve you better. There is a “Provide Feedback ” link on every solution currently in the online support knowledgebases. Below you will see an example of the feedback link you might see on a solution in the online support.

The online support is evergreen and updated as required as new issues are seen or new answers are found.  Your experiences help us help you and others.

These knowledgebases are online for you to access 24 hours a day.  These knowledgebases are also used by our support personnel worldwide to help provide you answers when you contact support via phone, email or Fast Track to the Expert form.

Take look at this video to see how the Knowledge Management process works.

http://www.youtube.com/watch?v=PxsWhahU0Cs

As our support personnel and technicians work with you, our customer, they are continually learning new ways to do things, finding new answers to issues and fine tuning solutions. Together we can continue to fine tune our processes and online support so they are as helpful as they can be.

Critical Remote Service Updates

Posted on by | Security, Support Tools, Technology | 1 comments

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.

 

Online Troubleshooting with Your Print Driver and ConnectKey Printer

Posted on by | ConnectKey, Support Tools, Technology | 6 comments

How to Start an Online Troubleshooting Session using your Print Driver and ConnectKey Printer

Let’s say you get one of those desktop notifications that says there is a problem with your ConnectKey printer. You’re greeted with a fault code and sometimes a description of that code. Did you know you could get solutions to your printer’s problems right from your desktop? Here’s how:

  1. Select the notification in the lower right corner
  2. This will open the Print Driver window. Select “Troubleshooting…”
  3. When you select Troubleshooting, fault data is sent from your printer to Xerox. In a matter of seconds that fault data is analyzed, and a link to our Knowledge Base for your specific problem is presented in your web browser:
  4. Select the link to access the article for your specific problem:

And just like that, you have a solution to your printer’s issue.

Note: For Online Troubleshooting to work properly, Remote Services needs to be enabled and v3 print driver must be installed on your PC. Refer to the chart for supported products, Remote Services Knowledge Base for enablement instructions and Driver support link for necessary print driver.

Troubleshooting Supported Products Enable Remote Services Knowledge Base Driver Support
AltaLink B8045/55/65/75/90 How To Enable AltaLink B8045/55/65/75/90 Drivers
AltaLink C8030/35/45/55/70 How to Enable AltaLink C8030/35/45/55/70 Drivers
VersaLink B400/405, B605/615, B7025/30/35 How to Enable VersaLink B400/405 Drivers
WorkCentre 7220/25 How to Enable WorkCentre 7220/25 Drivers
WorkCentre 7830/35/45/55 How to Enable WorkCentre 7830/35/45/55 Drivers
WorkCentre7970 How to Enable WorkCentre7970 Drivers
WorkCentre 5835/40/45/55 How to Enable WorkCentre 5835/40/45/55 Drivers
WorkCentre 5945/5955 How to Enable WorkCentre 5945/5955 Drivers
WorkCentre 3335/45 How to Enable WorkCentre 3335/45 Drivers
WorkCentre 3655 How to Enable WorkCentre 3655 Drivers
WorkCentre 4265 How to Enable WorkCentre 4265 Drivers
WorkCentre 6515 How to Enable WorkCentre 6515 Drivers
WorkCentre 6655 How to Enable WorkCentre 6655 Drivers

Controlling Configuration Reports

Posted on by | Features, General Information, Support Tools | 0 comments

Configuration Reports sometimes referred to as Settings Reports, offer much-needed information about your machine.  The report details all the settings on your machine.  The report also includes the version numbers for the software / firmware on your device. You may need this information for troubleshooting or for reference after any changes are made to the system.  We recommend that you periodically print out a configuration report so that you have an up-to-date report on hand.  But there have been some questions on the Customer Support Forum about how to stop the report from printing when the machine is powered on.  Some machines may print the report every time the machine is powered on as a default.  This may not be the best option for your work environment.

You can disable the option for printing the configuration/settings report at power on either on the machine itself or through the web interface for the machine, CentreWare Internet Services (CWIS) or Embedded Web Server.  The instructions for disabling this feature are available on the support page for your machine.  Search on “configuration on startup” to find the solutions for disabling the feature. You can also find the solution for how to print the configuration/settings report when you need it by searching on “configuration report” on the support page for your machine.

Most of the reports offered by the machine can be controlled from the control panel of the machine or through the CWIS.  To find information on controlling other reports search on “report”.  If you are unable to find the information you need you can always ask for help from other Xerox printer and multifunction users on the Customer Support Forum or by contacting your local support centre.

So print out a current configuration report and keep it near the machine and then find out more about all reports, you may just find out some very useful information.

Posting on the Xerox Customer Support Community

Posted on by | General Information, Support Tools | 6 comments

Have you used the Xerox Customer Support Community Forum?  The Forum is a peer-to-peer forum that helps users like you help each other with Xerox printer / multifunction printer issues and applications.  You need to register to post on the forum and we hope you do register.  You can search the forum without registering.  Why use the forum, well there is a lot of information on the forum.  You might be able to find the answer you need right there on the forum.

To post on the forum just choose the board that is related to your issue, for instance the Printing board or the Hardware board just to name a couple.  Once you select New Message, type in your question (see below).

Now here is the important part, make sure you give as much detail as you can.  We have to know which printer you are using so include the model number.  If your issue involves a computer and the printer make sure you state what operating system you are using on the computer.  Sometimes someone will answer a question assuming it is a situation on a Windows operating system only to find out that the Original Poster (OP) was using a Mac.

Other information that may be helpful to include is the firmware version, which driver you are using and any error messages or fault codes.

Helpful things you can include in your post is pictures, screenshots and even videos. When you upload pictures or videos there will be a delay in the display of pictures and videos on your post. All pictures and videos are moderated before they are released to the post.  The moderation step is to keep the community forum free of spam or objectionable material.

Once your post is answered if the reply answers your question or fixes the issue you are having please mark the reply as the solution.  Marking the solutions helps others find a solution when they have the same or similar issue.

If you see a post that you have an answer to please consider replying.  The Xerox Customer Support Community only works if people like you share information. We hope you will sign up for the Support Forum and become an active participant.

Faxing Without the Paper – LANFax

Posted on by | Features, Online Support Assistant, Technology | 2 comments

LANFax stands for Local Area Network Fax, which is a feature on networked Xerox Multifunction Printers (MFP) that have walk-up faxing capabilities. The LANFax enables you to fax a document directly from your PC without ever printing the document or going to the Xerox MFP. Through the driver for the printer you can send a document via fax to other fax machines. The LANFax feature is only used to send faxes. This feature may be available to you if your MFP has the fax feature available and enabled, a phone line attached to your machine and your MFP is on the network.

To send a fax this way all you have to do is open the document to be faxed, select print, make sure your fax enabled MFP is selected as the printer and select properties. On the properties screen select Fax as the job type, then enter the fax recipient information and send the fax. It is fast and easy!! Below is a sample of the screens you will see. As always your screens may vary depending on the machine and driver you are using.

The recipient will receive the fax as a normal fax and you never had to print it out. The LANFax method of faxing will save you paper, supplies, time and effort.

Specific instructions can be found in the Online Support section for your product. Search for LANFax or LAN Fax.

Sit back, relax and LANFax!