Xerox Device Agent User Guide

End User Guide to Establishing

and Maintaining Connectivity

End User Tips for Remote
Services Offerings

Table of Contents

Introduction ...............................................................................................1

Loss of Communications after Service Action ......................................3

Machine Time, Date & GMT Offset Settings ...........................................5

Transmission Time Settings ....................................................................7

Customer Environment Impacts .............................................................9

Data Recovery Model Setting in CentreWare Web .............................. 11

PC/Server Password Expiration Settings ............................................. 13

Limited Internet Access from the Customer’s Environment .............. 15

Physical Relocation of Equipment ........................................................ 17

Proxy Reliability ...................................................................................... 19

Communication loss goes undetected ................................................. 21

Incomplete Device Discovery during XDA Installation ....................... 23

Establishing and Maintaining Connectivity iii

Tips for Remote Services Offerings

Introduction

There is a wide range of root causes associated with a failure to establish
or preserve uninterrupted communication between equipment in a
customer’s site and the Xerox Communication server (Edge).

This document is intended to be an evergreen collection of “Hints & Tips”

that serves as a point of reference for those driving adoption of
connectivity and those attempting to resolve connectivity issues at
customer sites.

Establishing and Maintaining Connectivity 1

Tips for Remote Services Offerings

Loss of
Communications after
Service Action

Connection Method(s) Affected

 Device Direct
 Proxy: XDA Lite (rarely)
 Proxy: CentreWare Web (rarely)

Current Situation

The customer equipment has been communicating with the Edge server,
but after a service action the communication ceases.

Root Causes

If the service action includes an Alt Boot process or a software update, the

device’s connectivity settings are not captured by the clone file used as

part of an upgrade process. The clone file may not automatically restore
device settings/configuration resulting in a communication drop-off.

Also, there are occasions when FX devices (i.e. WC73XX, WC74XX, etc.)
must be reset to factory default settings to resolve performance issues.
When this occurs a drop-off will result as well.

Establishing and Maintaining Connectivity 3

Tips for Remote Services Offerings

Corrective Action

After every service action, it is important to validate/test that the device is
still communicating with the Edge server.

1. Follow the device direct setup instructions found in the System
Administration Guide provided with your equipment to perform the test
to perform the test. If you cannot located the documentation it can be
viewed or downloaded from the Support and Drivers page on
Xerox.com.

2. If the device cannot communicate with the Edge Server, check that all
of the enablement settings for that particular device are correct as
documented in the System Administration Guide.

Establishing and Maintaining Connectivity 4

Tips for Remote Services Offerings

Machine Time, Date &
GMT Offset Settings

Connection Method(s) Affected

 Device Direct
 Proxy: XDA Lite
 Proxy: CentreWare Web

Current Situation

When the time, date and GMT offset settings are incorrect, regardless of
whether they are in the past or the future, the device may not transmit
data or the data may be rejected by the service sponsor systems.

Root Causes

Occasionally the correct time, date and GMT offset settings are not
entered on a device when it is installed. When this happens, the default
settings, instead of the correct settings, are included in the data set the
device submits to Xerox.

Corrective Action

When you observe a communication loss, or data submissions that are
not being used by the service sponsor systems to administer Remote
Service offerings, confirm that the time, date and GMT offset settings in
the device are accurate. Adjust them if necessary.

Establishing and Maintaining Connectivity 5

Tips for Remote Services Offerings

Transmission Time
Settings

Connection Method(s) Affected

 Device Direct

Current Situation

The time of day at which data is transmitted to the Xerox Communications
server (Edge) is randomly set when connectivity is initially established.
Xerox devices and proxy applications are designed to recognize when a
scheduled data transmission has been missed due to the device being
powered off. Occasionally devices fail to communicate as expected when
power is re-applied.

Root Causes

If a device that behaves in this manner is routinely powered off when the
transmission time is scheduled to occur, the result could be intermittent or
a general lack of communication.

Corrective Action

While it is difficult to detect if a device is exhibiting this behavior, if there is
communication loss without an apparent root cause, consider changing
the transmission time to occur during normal business hours. This is when
the device is most likely to be powered on, maximizing the likelihood of
transmissions occurring as scheduled. This setting is available on the
device web UI using CentreWare Internet Services.

Establishing and Maintaining Connectivity 7

Tips for Remote Services Offerings

Customer
Environment Impacts

Connection Method(s) Affected

 Device Direct
 Proxy: XDA Lite
 Proxy: CentreWare Web

Current Situation

There are interdependencies between security software applications and
infrastructure configurations that run in customer environments which
affect the ability of our devices and proxies to reliably connect and
communicate with each other as well as with the Edge Server.

When you suspect communication issues exist at a customer location, you
should check for the following possible root causes and take the
necessary corrective actions.

Root Causes & Corrective Actions

Proxy Applications Turned Off

Data acquisition agent applications (proxies) are installed on customer
workstations that routinely get turned off, perhaps for days at a time,
resulting in loss of communication. Discuss with your customer where the
proxy client software has been loaded. Recommend that, when possible,
proxy applications be installed on a server that is expected to remain
powered on 24/7 rather than on an individual’s workstation or laptop.

Security Applications Blocking Communications

Some security applications that programmatically monitor network traffic
are designed/configured to detect unauthorized communications, either
from within the network or from outside of it, and to proactively block them.
Check with the customer’s IT System Administrator to determine if they
are running any network traffic monitoring applications of this type and, if
so, explore alternatives that may allow uninterrupted communications

Establishing and Maintaining Connectivity 9

Tips for Remote Services Offerings

between the customer’s environment and Xerox communication servers
(Edge) as well as between proxy installations and devices.

Security Software Updates

Security software updates in the customer’s environment can cause data

acquisition agent applications (proxies) to stop operating. Check with the
customer to see if a MS Security update has recently taken place and, if
so, validate that the proxy is running or if it requires restarting.

Proxy Server Configuration

Some proxy server configurations do not enable the auto proxy
detection/auto registration functionality contained in our devices to
successfully establish connectivity with Xerox communications servers
(Edge). There is a dependency on WPD option 252 to be enabled. Many
times this will be the case by default, but not always. Validate with your
customer that WPD option 252 is enabled in their IT infrastructure.

PC Upgrades and Replacement

When customers re-image, update or replace a workstation or server upon
which XDA Lite or CentreWare Web is installed, the software application
could be deleted, uninstalled or rendered inoperable. If a communication
failure is suspected, validate that the software application is still installed
and working properly. Engage the local System Administrator if necessary.

PC / Server Administrative Rights

If a customer is having difficulty downloading or installing XDA Lite or
CentreWare Web, they may need to request System Administrator rights
to complete the installation. Alternatively, a System Administrator may
need to perform the installation.

Multiple Installations of XDA Lite

Xerox Communication Servers may not capture data consistently if there
are multiple installations of XDA Lite in a customer’s environment.
Customers should be informed that:

 There should only be one instance of XDA Lite installed within their

environment.

 XDA Lite should not be installed on a PC/server where other

SNMP-based applications or other Xerox printer management tools
are installed.

Establishing and Maintaining Connectivity 10

Tips for Remote Services Offerings

Data Recovery Model
Setting in CentreWare
Web

Connection Method(s) Affected

 Proxy: CentreWare Web

Current Situation

There have been reports of CentreWare Web installations that stop
running, causing the site’s entire equipment inventory to drop off
communications.

Upon investigation it was found that the server on which CWW was
running had exhausted the free memory space available for the database
and transaction log files that are created by CWW. This left insufficient
system resources for CWW to continue its device management
functionality.

The initial reaction by customers has been to increase the total memory in
the server.

Root Causes

This issue can result from the data recovery model settings within CWW

being modified to something other than the default value of “Simple.”

Unless the Simple model is employed it is possible for the database and
transaction log file sizes to grow uncontrolled and eventually exhaust the
available memory.

Establishing and Maintaining Connectivity 11

Tips for Remote Services Offerings

Corrective Action

The preferred data recovery model setting in CWW is the default (Simple).
If you encounter an installation of CWW on a server that has run out of
available memory, validate the data recovery model setting.

Further detail on Data Recovery Models and Transaction log Management
can be found at http://msdn.microsoft.com/en-us/library/ms345583.aspx

An alternative to the use of the Simple Data Recovery is the use of an
email alert when the database or transaction log exceeds an acceptable
size. Further detail on establishing email alerts can be found at

http://www.mssqltips.com/sqlservertip/1523/how-to-setup-sql-server-alerts-and­email-operator-notifications/

Establishing and Maintaining Connectivity 12

Tips for Remote Services Offerings

PC/Server Password
Expiration Settings

Connection Method(s) Affected

 Proxy: XDA Lite
 Proxy: CentreWare Web

Current Situation

If one of the proxy applications (CentreWare Web or XDA Lite) is installed
on a workstation or server that requires a regular password update,
communication will be lost if the password is not updated as required.

Root Causes

If the workstation / server is one that is powered on continuously and not
often used for other purposes, a drop off can go undetected for an
extended period of time.

Corrective Action

1. Arrange for the workstation / server in question to not require a
password or to not require that the password change.

2. Enable the CWW and XDA Lite option for an email alert or a pop-up to
occur when there has been a communication failure between the proxy
installation and the Edge. This will serve as a reminder to reset the
password when it expires.

Establishing and Maintaining Connectivity 13

Tips for Remote Services Offerings

Limited Internet
Access from the
Customer’s
Environment

Connection Method(s) Affected

 Device Direct
 Proxy: XDA Lite (rarely)
 Proxy: CentreWare Web (rarely)

Current Situation

When Xerox equipment having the device direct auto-registration
capability is installed in an environment that limits internet access for
network connected equipment, the device may not be able to access the
internet in order to connect with Edge.

Root Causes

It is becoming more common for customers to employ security techniques
that limit internet access for equipment in their environment.

Establishing and Maintaining Connectivity 15

Tips for Remote Services Offerings

Corrective Action

If this condition exists in a customer’s infrastructure, you can propose

some alternatives that will maintain the security of their environment.

 Suggest that the IP address of the specific pieces of Xerox

equipment be added to the list of network connected devices that
are allowed internet access.

 Ensure that the customer’s environment is allowed to access the

URL for the Edge (NEVER use its IP address). The appropriate
URL for Edge is https://dcs.support.xerox.com.

Establishing and Maintaining Connectivity 16

Tips for Remote Services Offerings

Physical Relocation of
Equipment

Connection Method(s) Affected

 Device Direct (rarely)
 Proxy: Smart eSolutions Client
 Proxy: CentreWare Web

Current Situation

Customers who use legacy proxy applications (CentreWare Web and
Smart eSolutions client) and who routinely relocate or reassign IP
addresses for their Xerox equipment experience loss of communication
and / or an absence of data submissions.

Root Causes

Devices that are connected to Edge via one of the proxy applications are
discovered by the proxy through the use of Simple Network Management
Protocol (SNMP) and located according to their IP address.

If a device is physically relocated or otherwise assigned a new IP address
for any reason, the legacy proxy applications (CentreWare Web & Smart
eSolutions client) require manual intervention to re-discover the equipment
in order to maintain the connection.

Corrective Action

If a customer routinely relocates or reassigns IP addresses for their Xerox
equipment, XDA Lite is recommended in place of legacy proxy
applications. XDA Lite rediscovers previously connected devices and
discovers / registers devices that have been newly installed in a
customer’s environment.

Establishing and Maintaining Connectivity 17

Tips for Remote Services Offerings

Proxy Reliability

Connection Method(s) Affected

 Proxy: Smart eSolutions Client (obsolete)
 Proxy: CentreWare Web

Current Situation

Customers using CentreWare Web or the Smart eSolutions client
applications are experiencing an unacceptably high rate of communication
loss.

Root Causes

The design of legacy versions of the data acquisition agents / proxy
applications do not enable reliability enhancements that have been
identified and as such they are inherently less reliable than the most
recent version – XDA Lite

Corrective Action

XDA Lite rediscovers / discovers devices daily, improving a device’s
overall connectivity reliability. In addition, it retrieves application updates
automatically and offers an improved local user interface providing a level
of user value that has been extremely well received by customers.

It is highly recommended that, when provided the opportunity to replace
the current installation of a legacy proxy application with XDA Lite, it be
done to take advantage of its enhanced connectivity reliability.

Establishing and Maintaining Connectivity 19

Tips for Remote Services Offerings

Communication loss
goes undetected

Connection Method(s) Affected

 Device Direct
 Proxy: XDA Lite
 Proxy: CentreWare Web

Current Situation

Communication failures between devices and proxy applications, proxy
applications and Xerox communication servers (Edge) and between
devices and Edge can go undetected for extended periods of time.
Monitors in place on the Xerox Communication servers are inefficient in
identifying specific customer devices and environments that are
experiencing a communication loss.

Root Cause

There are a wide range of root causes that can lead to communication
failure. Server monitors cannot identify specific root causes related to
equipment performance, customer environment, customer behavior or
proxy application issues.

Corrective Action

CentreWare Web, XDA Lite and some recently introduced devices have
the ability to detect a loss of communication and issue an email alert or
fault message indicating that a failure has occurred. It is highly
recommended that these features be enabled on devices and proxy
application installations. Customers, partners or Xerox representatives
should receive these alerts and instructions on how to engage the
required level of support to re-establish communications.

Establishing and Maintaining Connectivity 21

Tips for Remote Services Offerings

Incomplete Device
Discovery during XDA
Installation

Connection Method(s) Affected

 Proxy: XDA Lite

Current Situation:

When installing XDA Lite at times not all of the devices within the specified
address range are discovered during the Device Discovery step.

Root Cause:

Usually this occurs when installing the proxy application in a complex
environment that has, for example:

 A large equipment inventory
 A large number of subnets within the range to be scanned
 Many rules to be satisfied to enable communication within the

environment

Establishing and Maintaining Connectivity 23

Tips for Remote Services Offerings

Corrective Action:

Perform Steps 1 and 2. If Step 2 is unsuccessful, go to Step 3.

1. Change the XDA Lite Communications Settings to increase the

values for the Timeout and/or Retry. This will allow additional time
for device discovery to occur.

2. Limit the address range(s) of the subnet(s) to be scanned by the

application to those that are used strictly for connected office
equipment.

3. Specify the IP address(s) of the equipment to be managed.

NOTE: This step may limit the ability of the proxy application to re­discover equipment that has been moved or assigned a new IP
address. This might cause a loss of connectivity between the
device and the proxy installation.

Establishing and Maintaining Connectivity 24

Tips for Remote Services Offerings