Brother Request Help User's Guide

User’s Guide

ENG
Version 0

Request Help

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Copyright

Copyright © 2019 Brother Industries, Ltd. All rights reserved.
Information in this document is subject to change without notice. The software described in this document is

furnished under licence agreements. The software may be used or copied only in accordance with the terms
of those agreements. No part of this publication can be reproduced in any form or by any means without
prior written permission of Brother Industries, Ltd.

Trademarks

Brother is the trademark of Brother Industries, Ltd.
Any trade names and product names of companies appearing on Brother products, related documents and

any other materials are all trademarks or registered trademarks of those respective companies.

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Table of Contents

1

Background 3

1.1 Overview ................................................................................................................................................. 3

1.2 Installation ............................................................................................................................................... 4

2

Activation 5

3

Configuration 6

3.1 Creating and editing JSON files ............................................................................................................. 6

3.2 Settings ................................................................................................................................................... 7

3.3 Deploying the configuration file .............................................................................................................. 8

4

Usage 9

4.1 Requesting help from the machine’s control panel ................................................................................ 9

4.2 Troubleshooting .................................................................................................................................... 10

Appendix 1 – Sample JSON File 11

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1

1 Background

1.1 Overview

The Brother “Request Help” software solution allows users to request technical assistance from their
network-connected machines. Such requests, which include additional diagnostic information, are then
emailed to a designated Brother dealer or IT administrator who can then analyse them to efficiently
troubleshoot the user’s machine.

Features

• Adds the “Request Help” button to the machine’s Services menu.

• The last 10 errors and maintenance information recorded by the Brother machine can be sent to

the dealer/administrator.

• Customisable user and dealer/IT administrator contact information stored on the machine.

• Quick configuration using JSON files and the Brother Mass Deployment Tool.

• Quick and secure communication via email (SSL or TLS).

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1.2 Installation

To install the “Request Help” solution, you must perform the following operations:

1. Activation

Use the Brother Software Licence Management Tool to send a valid licence file to the target
machine.

2. Configuration

Use the Brother Mass Deployment Tool to send a previously created JSON setting file to the target
machine.

You can download both tools from support.brother.com.

NOTE

For a comprehensive list of all Brother machines compatible with the Brother “Request Help” solution,
see your local Brother website.