Preparing Your System For Remote Service - Xerox DocuPrint 92C IPS Troubleshooting Manual

CALLING FOR SERVICE
Enabling and disabling the modem for remote service

Preparing your system for remote service

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Your system may be set up to use Sixth Sense Technology—a
remote communication capability. Sixth Sense Technology is a user-
friendly suite of tools that allow service personnel to connect with a
customer system and evaluate its performance while the system is
being used. The Customer Service Engineer (CSE) can troubleshoot
problems remotely, transfer, apply, and remove patches remotely,
and, if an on-site call is required, arrive with the solution to fix the
problem.
An external modem allows your system to be accessed by remote
service technicians.
Caution: Depending on the commands used by the technician, the
printer may start up during the remote service session. You should
not attempt to operate the system or perform any tasks at the printer
during the remote service session.
When making a service call, your Service Representative may ask
you to prepare your system for a remote service. If so, follow these
steps:
1. Upon request, provide the service representative with your
modem telephone number.
2. At the graphical user interface, place the system offline. This
will prohibit the printer from running a job while the service
representative is analyzing your IPS system.
3. Enable the modem (see "Enabling your modem" section later in
this chapter).
4. Answer the service representative's questions as appropriate,
and make sure that no operators, users, or administrators use
the system while the service takes place.
5. When the service is complete, disable the modem (see
"Disabling your modem" section later in this chapter).
6. Place the system back online.
XEROX DOCUPRINT 92C IPS TROUBLESHOOTING GUIDE