Ricoh RC Gate A TTP Manual

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Slide 1

This training course assumes that you are familiar with the previous model 'RC

Gate'.

Modifications to this TTP

January 29 2010

Modified slides (old numbering)

9, 34 (notes page only), 37, 59, 87, 94

Slides 72, 73, 74 (old numbering) - deleted

Added slides

After slide 32 (old numbering) - 2 slides added

After slide 37 (old numbering) - 1 slide added

After slide 87 (old numbering) - 2 slides added

After slide 90 (old numbering) - 1 slide added

After slide 92 (old numbering) - 1 slide added

February 3 2010

Modified slides (Jan 29 numbering)

99 (slide replaced)

March 5 2010

99 (slide edited)

March 24 2010

85 (last paragraph of slide corrected)

June 22 2010: New slides added to the user code counter section, and changes

made to the other slides in this section. Ten slides in this section now, plus the

title slide.

July 7 2010: Slide 110 – Note *5 added, Slides 82 and 83 inserted (ping

connection), Slide 9 (REST protocol and Cosmos – not used), slide 91 (text

added)

RC Gate A TTP

RC Gate A Training

Table of Contents

Summary of Contents for Ricoh RC Gate A TTP

Page 1 RC Gate A Training RC Gate A TTP Slide 1 This training course assumes that you are familiar with the previous model ‘RC Gate’. Modifications to this TTP January 29 2010 Modified slides (old numbering) 9, 34 (notes page only), 37, 59, 87, 94...
Page 2 RC Gate A Training Overview of the Course Slide 2 No additional notes...
Page 3 RC Gate A Training Sections in this Course What is RC Gate A? Comparison with Previous Products Installation New Features Correct Turning Off Procedure Replacement Procedures Troubleshooting Migrating a Customer from Multiple RC Gates to an RC Gate A Slide 3 No additional notes...
Page 4 RC Gate A Training What is RC Gate A? Slide 4 No additional notes...
Page 5 RC Gate A Training What is RC Gate A? The RC Gate A is a desktop external appliance. It is the successor to the RC Gate. Slide 5 No additional notes...
Page 6 RC Gate A Training Options for the RC Gate A DIMM: Allows the RC Gate A to handle user counters. SSD (solid state disk): Increases the maximum number of managed devices from 100 to 1000. The DIMM must also be installed, or the SSD will not work.
Page 7 RC Gate A Training Comparison with Previous Products Slide 7 We include the RC Gate S Pro also, for reference.
Page 8: Major Specifications
RC Gate A Training Major Specifications - 1 Max. number of Monitored devices RC Gate: 500 RC Gate S Pro: 5000 RC Gate A: 500 (standard), 1500 (with optional memory) Max. number of Managed devices RC Gate: 100 RC Gate S Pro: 5000 RC Gate A: 100 (standard), 1000 (with optional memory) Periodical reboot RC Gate: Adjustable;...
Page 9 RC Gate A Training Major Specifications - 2 Communication Protocol RC Gate: SNMP/SOAP RC Gate S Pro/RC Gate A: SNMP/SOAP Communication Method (between appliance and center) RC Gate: SMTP (1-way) or HTTPS (2-way) RC Gate S Pro/RC Gate A: HTTPS only Appliance ID2 RC Gate: J77 / (J76)Ymm00001 RC Gate S Pro: S5600000001...
Page 10 RC Gate A Training Major Specifications - 3 When an Appliance SC occurs RC Gate: Will reboot. RC Gate S Pro: RC Gate S Pro itself does not reboot, but the internal @Remote service will reboot. RC Gate A: Will reboot. Slide 10 These are the most important differences from the previous model ‘RC Gate’.
Page 11: Installation
RC Gate A Training Installation Overview Slide 11 This section will explain the main points about installing a RC Gate A at a customer site.
Page 12 RC Gate A Training A Summary of the Steps - 1 Step 1. Customer Pre-Survey To gather the necessary information for the installation Will the machines be ‘Monitored’ or ‘Managed’? How many RC Gate As will be needed? Step 2. Pre-Register the RC Gate A, using the Center GUI To issue a Request Number for the RC Gate A Step 3.
Page 13 RC Gate A Training A Summary of the Steps - 2 Step 4. Install the RC Gate A at the Customer Site Install the RC Gate A unit and the options requested by the customer. Connect the RC Gate A to a PC, so that you can make settings on the RC Gate A.
Page 14 RC Gate A Training Installation Step 1. Customer Pre-Survey Slide 14 No additional notes...
Page 15 RC Gate A Training Managed or Monitored Devices RC Gate A with no optional memory Maximum managed devices - 100 Maximum monitored devices - 500 Maximum total devices - 600 RC Gate A with optional memory (DIMM plus SSD) Maximum managed devices - 1000 Maximum monitored devices - 500 Maximum total devices - 1500 RC Gate...
Page 16 RC Gate A Training How Many Units do I Need? No Optional Memory Slide 16 Keep in mind that the customer may remove some of these machines or install some new ones. So you may need to change the number of RC Gate As at the location.
Page 17 RC Gate A Training How Many Units do I Need? With Optional Memory Slide 17 Keep in mind that the customer may remove some of these machines or install some new ones. So you may need to change the number of RC Gate As at the location.
Page 18 RC Gate A Training Installation Step 2. Pre-Register the RC Gate A, using the Center GUI Slide 18 No additional notes...
Page 19 Make sure that your PC has the required settings to access center GUI. Make sure that you already have your ID and password to login to the following URL: https://rcg.support.ricoh.com/atremotecenter/Main Servlet In the center GUI, click “New Registration” in the Registration menu.
Page 20 RC Gate A Training Installation Step 3. Device Configuration Slide 20 No additional notes...
Page 21 RC Gate A Training Can the Device be Connected to @Remote? This is the same as for the previous model ‘RC Gate’. Slide 21 No additional notes...
Page 22 RC Gate A Training Installation Step 4. Install the RC Gate A at the Customer Site Slide 22 No additional notes...
Page 23 RC Gate A Training Overview In this section, we will: Install the RC Gate A unit and the options requested by the customer. Connect the RC Gate A to a PC, so that we can make settings on the RC Gate A. Connect the RC Gate A to the customers LAN and set up the network settings Set up the RC Gate A settings, then register the...
Page 24 RC Gate A Training Preparation Bring the following items to the customer site: RC Gate A Customer survey » Make sure the request number from the @Remote Center is written on the survey. Laptop computer » Make sure the computer has an RJ-45 100Base-TX/10Base-T network port.
Page 25: Installing The Options
RC Gate A Training Installing the Options DIMM Install the DIMM and the SSD. If you install the SSD, the DIMM must be installed. Make sure that the power cord is disconnected before you start to install any of these options. Slide 25 RC Gate A/RC Gate S Pro Field Service Manual, Installation Procedure Take off the top cover, as shown in the manual.
Page 26 RC Gate A Training Install the RC Gate A You can put the RC Gate A in the supplied stand, or you can put it on a flat surface with the LEDs facing up. LEDs Slide 26 No additional notes...
Page 27 RC Gate A Training Connecting the RC Gate A to a PC Step 1) Connect the RC Gate A (LAN socket) to the Hub Connect the PC to the RC Gate A (PC socket) Step 2) Change the PC Setting as shown below (IP Address/Subnet), then reboot the PC Important: Keep a note of your original IP address Step2 : Change the settings of the PC, then reboot the PC...
Page 28 RC Gate A Training Does the RC Gate A Recognize the Installed Options? - 1 Access the CE login page of the RC Gate A. Login page: https://192.168.10.2:9443/CE » 9443 is the port number used for service functions. Select ‘RC Gate Configuration’ from the drop box above the Login button.
Page 29 RC Gate A Training Does the RC Gate A Recognize the Installed Options? - 2 Click “RCGate Settings” Slide 29 No additional notes...
Page 30 RC Gate A Training Does the RC Gate A Recognize the Installed Options? - 3 Click ‘Basic’ in the menu on the left. Slide 30 No additional notes...
Page 31 RC Gate A Training Does the RC Gate A Recognize the Installed Options? - 4 To check if the DIMM and SSD options are properly functioning, see the indicated locations on the screen. SSD: Storage capacity (extended) DIMM: Memory capacity (extended) Slide 31 No additional notes...
Page 32 RC Gate A Training Enable the Installed Options In the Maintenance menu, click ‘Extended Function Setting’. Select ‘Use’. Slide 32 You will not be able to select ‘Use’ unless both the memory options are installed. If you do not change this setting to ‘Use’, you will only be able to register 100 managed devices, even if the memory options are installed.
Page 33 RC Gate A Training Installing Options at a Later Time The previous procedure assumes that you install the options at the same time as installing the RC Gate A. If you install the options at a later time, you do not need to remove the RC Gate A from the @Remote Center.
Page 34 RC Gate A Training Uninstalling Options If you uninstall the storage and memory options after you have registered the RC Gate A at the @Remote Center, then you must do the following: 1. Remove the RC Gate A from the @Remote center. 2.
Page 35 RC Gate A Training Set up the RC Gate A - 1 Access the CE login page of the RC Gate A. Login page: https://192.168.10.2:9443/CE » 9443 is the port number used for service functions. Select ‘Initial Settings’ from the drop box above the Login button. Enter the CE password, then click "Login"...
Page 36 RC Gate A Training Set up the RC Gate A - 2 Click "Setup Wizard“. The next screens ask for date and time, network settings, IP address send permission, E-mail settings. Consult the customer for the required settings. Click ‘Next’ after filling the required items in each screen. After the final screen (E-mail Settings), click ‘Complete’.
Page 37 RC Gate A Training Register the RC Gate A - 1 Then click “@Remote Service Registration Wizard” in the small window that appears. Or, if you are not ready to register, click End Wizard. Then later, you can select “@Remote Service Registration Wizard” in the top screen.
Page 38 RC Gate A Training Register the RC Gate A - 2 Input the Request Number that was issued by the @Remote Center for this RC Gate A. Then click ‘Next’. You will be asked to check if the HTTP settings are correct. Click Next if they are OK.
Page 39 RC Gate A Training Register the RC Gate A - 3 Click ‘Confirm with Server’. The confirmation process begins. Slide 39 If you see ‘Error’, click the “OK" button and input the request number to start again.
Page 40 RC Gate A Training Register the RC Gate A - 4 Click the "Start Registration" button. A progress bar indicates how the registration process is going. When you see the screen on the right, the RC Gate A has been registered successfully with the @Remote Center. Click ‘Finish’.
Page 41: Installation
RC Gate A Training Installation Step 5. Register the Devices that are Connected to the RC Gate A Slide 41 No additional notes...
Page 42 RC Gate A Training IP Address Exclusion It is possible to set IP addresses which you do not wish to be searched by the RC Gate A when looking for devices to register. You can set up to 255 IP addresses. Slide 42 You have to select one at a time.
Page 43 RC Gate A Training Ping Connection With this feature, you can select how the machine searches for devices to register. Permit: Ping every IP address on the network one after the other. Prohibit: Issue an SNMP broadcast on the network and limit the search to responding addresses only.
Page 44 RC Gate A Training Register the Connected Devices Overview To register the devices with the @Remote Center, there are two methods: Remote Registration Local Device Registration Slide 44 This is basically the same as the previous model ‘RC Gate’.
Page 45 RC Gate A Training Register the Connected Devices Remote Registration At the RC Gate A UI, use the Auto Discovery Registration Wizard. Then, at the Center GUI, select the devices which we want to be managed and click ‘Manage Devices’. Select only devices for which ‘Monitored’...
Page 46 RC Gate A Training Register the Connected Devices Local Device Registration At the RC Gate A UI, use the Device Registration Wizard. Devices found in the IP address ranges set up with the Device Registration Wizard will become ‘managed’. Then, again at the RC Gate A UI, use the Auto Discovery Registration Wizard.
Page 47 RC Gate A Training Login Access the CE login page of the RC Gate A. Login page: https://aaa.bbb.ccc.ddd:9443/CE » 9443 is the port number used for service functions. Select ‘Initial Settings’ from the drop box above the Login button. Enter the CE password, then click "Login" Slide 47 This time, we access the RC Gate A from a PC on the customer’s network (connected through the LAN socket, not the PC socket).
Page 48 RC Gate A Training Registering the Connected Devices To register the devices with the @Remote Center, we must use either of the following: Device Registration Wizard Auto Discovery Setting Wizard Slide 48 The process is similar to the previous model ‘RC Gate’. The user interface is different.
Page 49 RC Gate A Training Device Registration Wizard There are three methods by which the RC Gate A can discover devices on a network: By searching through a specified range of IP addresses. By searching through specified network segments. By searching through specified host names. Slide 49 Operating Instructions, 4.
Page 50 RC Gate A Training Device Registration Wizard - 1 Select a protocol for the search. The correct setting depends on the customer’s networks SNMP version If in doubt, select SNMP V3 priority. SNMP V3 will be used first, then the other protocols. Click Next.
Page 51 RC Gate A Training Device Registration Wizard - 2 Select a search method, then input the IP Address Ranges. If you want to prevent some IP addresses from being searched, click ‘Go to Access Prohibited IP Address Settings’ Slide 51 You can also import a list of IP addresses as a csv file.
Page 52 RC Gate A Training Device Registration Wizard - 3 Input the IP addresses you wish to exclude. Then click OK. Slide 52 No additional notes...
Page 53 RC Gate A Training Device Registration Wizard - 4 Click ‘Start Search’ when you have specified the IP addresses. Slide 53 No additional notes...
Page 54 RC Gate A Training Device Registration Wizard - 5 Click the boxes next to the devices that you wish to register. Then click ‘Prepare Registration’. Slide 54 No additional notes...
Page 55 RC Gate A Training Device Registration Wizard - 6 Input a request number for each device. If you click ‘Obtain Request No’, the request number fields will be filled in automatically. Then click ‘Confirm with Server’. Slide 55 No additional notes...
Page 56 RC Gate A Training Device Registration Wizard - 7 The RC Gate A searches for machines that can be registered. When a list appears as shown above, select the devices to register, then click ‘Register’. A results screen will be shown. Click ‘Complete’ to finish. Slide 56 The RC Gate A searches the network for devices in a similar way to SmartDeviceMonitor.
Page 57 RC Gate A Training Installation Step 6. Auto Discovery and Remote Firmware Update Settings Slide 57 No additional notes...
Page 58 RC Gate A Training Auto Discovery Setting Wizard - 1 To enable auto discovery, select ‘Use’, input the schedule, and click ‘Next’. If there are no monitored devices, then you can select ‘Do not use’. When the Setting Result screen appears, click ‘Finish’. Slide 58 No additional notes...
Page 59 RC Gate A Training Auto Discovery Setting Wizard - 2 Select a protocol for the search. The correct setting depends on the customer’s networks SNMP version If in doubt, select SNMP V3 priority. SNMP V3 will be used first, then the other protocols.
Page 60 RC Gate A Training Auto Discovery Setting Wizard - 3 Set the search ranges If you want to prevent some IP addresses from being searched, click ‘Go to Access Prohibited IP Address Settings’ Slide 60 No additional notes...
Page 61 RC Gate A Training Auto Discovery Setting Wizard - 4 When you have finished, click ‘Complete’. Slide 61 No additional notes...
Page 62 RC Gate A Training Remote Firmware Update Wizard Not available for RC Gate A. "Communication Server update" is the only way to do RFU. "Onsite update“ is not available for the RC Gate A. So no wizard is needed. Slide 62 This is the same as previous model ‘RC Gate’.
Page 63: New Features
RC Gate A Training New Features Slide 63 This section explains features that are new. It also explains a few improvements to the RC Gate features.
Page 64 RC Gate A Training Overview IP Address Exclusion RFU Enable/Disable RFU Prohibition Interval RFU Method Selection RFU Timeshift Auto Call Notification Timing and Retry Extended Device Search Slide 64 No additional notes...
Page 65 RC Gate A Training New Features IP Address Exclusion Slide 65 No additional notes...
Page 66 RC Gate A Training IP Address Exclusion It is possible to set IP addresses which you do not wish to be searched by the RC Gate A. You can set up to 255 IP addresses. Slide 66 You have to select one at a time. With the RC Gate A, it is also possible to import a set of addresses as a csv file.
Page 67 RC Gate A Training IP Address Exclusion During Auto Discovery, the excluded addresses are skipped. But, if an excluded machine uses DHCP and its IP address changes into a discoverable address, it will not be skipped during the next Auto Discovery.
Page 68 RC Gate A Training IP Address Exclusion These IP addresses are only excluded during discovery-type sweeping operations, which ping each address within a specified range, looking for a response. Functions that use direct communication between the RC Gate A and a managed device, by pinpointing a known IP address, will still work for an address that has been excluded.
Page 69 RC Gate A Training New Features RFU Features Slide 69 RFU: Remote Firmware Update...
Page 70 RC Gate A Training RFU Enable/Disable For the previous model RC Gate, RFU must be disabled at each device connected to the RC Gate. For the RC Gate A, this can be done for all devices with a setting in the RC Gate A. Slide 70 No additional notes...
Page 71 RC Gate A Training RFU Enable/Disable For the RC Gate A, there are two settings: Enable/disable RFU for the appliance Enable/disable RFU for the devices (this is a new function for RC Gate S Pro/RC Gate A) Slide 71 Previous model (RC Gate): Has enable/disable RFU for its own firmware but not for devices.
Page 72 RC Gate A Training RFU Prohibition Interval Normally, when set up at the Center GUI, RFU is set for a convenient time for the customer, and must be finished within a set period (default: 3 days). If RFU is done during office hours, it may be inconvenient for the customer.
Page 73 RC Gate A Training RFU Method Selection This is only available with the RC Gate S Pro. With this function, there are two ways to do RFU. Select one of the following with the @Remote Firmware Update Wizard: Remote: Can be set up from the Center GUI as usual Onsite: The customer does it.
Page 74 RC Gate A Training RFU Method Selection This wizard decides whether device firmware can be updated by @Remote. There are two settings: "Communication Server update“: Allows a technician to update the device firmware by RFU (Remote Firmware Update) through @Remote. "Onsite update“: Allows a technician to update the device firmware only by RFU at a customer's site.
Page 75 RC Gate A Training RFU Timeshift An appliance can monitor devices in very remote locations. For example, the RC Gate A can be in New York, but some devices can be in Los Angeles; a different time zone. If the RFU is set up for 2200 New York time, then the RFU on the devices in Los Angeles could start during Los Angeles office hours.
Page 76 RC Gate A Training RFU Timeshift To operate this feature, you specify network segments that require a timeshift, and the timeshift that is needed You can also import a csv file containing the network segments that need the timeshift. Slide 76 No additional notes...
Page 77 RC Gate A Training New Features Auto Call Features Slide 77 No additional notes...
Page 78 RC Gate A Training Auto Call Notification Timing The RC Gate S Pro and RC Gate A can specify what to do when it receives a call from a device. There are three settings. No Send: The call is not passed on to the @Remote Center Real Time: The call is passed on immediately after it is received from the device.
Page 79 RC Gate A Training Auto Call Retries This is a new function. With this function, the Center GUI can specify how many retries (and at what interval) a RC Gate S Pro/RC Gate A can pass auto calls from devices to the @Remote Center. Administrator menu –...
Page 80 RC Gate A Training New Features Extended Device Search Slide 80 No additional notes...
Page 81 RC Gate A Training Extended Device Search - 1 There can be problems with Ricoh devices that contain controllers from other manufacturers (such as EFI or Samsung). This new feature enables or disables a different type of search function that is more likely to find such devices.
Page 82 RC Gate A Training Extended Device Search - 2 With the normal search (ping, followed by SNMP inquiry), the appliance finds the EFI or other controller, because it contains the printer MIB, but cannot find the GW controller. So, this device cannot be managed as a HTTPS device.
Page 83 RC Gate A Training Extended Device Search - 3 Slide 83 No additional notes...
Page 84: New Feature
RC Gate A Training New Feature Ping Connection Slide 84 No additional notes...
Page 85 RC Gate A Training Ping Connection With this feature, you can select how the machine searches for devices. Permit: Ping every IP address on the network one after the other. Prohibit: Issue an SNMP broadcast on the network and limit the search to responding addresses only.
Page 86 RC Gate A Training New Feature Remote Registration Improved Feature Slide 86 No additional notes...
Page 87 RC Gate A Training Remote Registration - RC Gate During Auto Discovery, the RC Gate collects the following for each device: Device S/N, IP address, MAC address Data at the @Remote Center is normally 1 day old. Normally, only the IP address and MAC address are used for Registration.
Page 88 RC Gate A Training Remote Registration - RC Gate A If a different device responds to the IP address (i.e., the MAC address is different), or if there is no device at that IP address, the RC Gate A searches again within the same segment for a device that has the MAC address in question.
Page 89 RC Gate A Training Remote Registration - RC Gate A The RC Gate can only accept one registration request at a time from the Center GUI (up to 100 devices per request). If there are more than 100 devices for the RC Gate, you must wait until the first batch has been registered, before you can send a registration request for the next 100.
Page 90 RC Gate A Training New Feature User Code Counter Service Slide 90 No additional notes...
Page 91 RC Gate A Training Overview RC Gate A can capture User Code Counters from managed Ricoh devices An optional memory must be installed. The Application version of the RC Gate A must be A2.05 or higher. RC Gate A can then transmit the data to @Remote.net (Fleet reporting web portal)
Page 92 RC Gate A Training Preparation Before you set up the User Code Counter Capturing function, you must know the following: Which devices should be set as target devices User name and password for all target devices What interval for data capturing the customer expects (Monthly or Weekly) and the start time Slide 92 No additional notes...
Page 93 RC Gate A Training Setting up the Devices 1. Program user accounts in the address book of the MFPs/LPs 2. Enable User Code Authentication 3. Set a User Name and Password in each device. If you set nothing, the default setting is as shown below: »...
Page 94 RC Gate A Training At the Center GUI There are two ways to set the function up here: Administrator Menu > Appliance > Search Appliance for Admin > Appliance Information for Admin > User Counter Tab Search Menu > Search Appliance > Appliance List >...
Page 95 RC Gate A Training User Code Counter Service Operation at the Center GUI – Admin Menu Do not change the User Code Counter URL. To enable the user code counter for the appliance, select ‘Enable’ for User Code Counter Service. Then the customer can use the Counter per User feature on the RC Gate A User Interface.
Page 96 RC Gate A Training User Code Counter Service Operation at the Center GUI – Search Menu In the Search Appliance menu, search for the target RC Gate A. Double click an appliance from the search results, then click User Code Counter Information at the bottom of the screen. A list of managed devices appears.
Page 97 RC Gate A Training User Code Counter Service Operation at the Center GUI – Search Menu Here is the device list that appears. From this point, operation is the same as the User Code Counter tab in Appliance Information for Admin. Slide 97 No additional notes...
Page 98 RC Gate A Training User Code Counter Service Operation at the RC Gate A - 1 On the RC Gate A user interface, Counter per User appears in the menu on the left side of the screen. The feature must be enabled at the Center GUI or all settings are greyed out. After enabling, click on the first item in the menu Counter per User Retrieval should be ‘Use’...
Page 99 RC Gate A Training User Code Counter Service Operation at the RC Gate A - 2 In Counter per User Retrieval Device List, you can see a list of all devices managed by the RC Gate A. The Select check boxes for the devices are only used for testing to see if the user code and password is correct for authentication.
Page 100 RC Gate A Training User Code Counter Service Operation at the RC Gate A - 3 Retrieval Test: If you input the IP address of a device, you can see what data it picks up for the user code counters This test does not allow you to change data.
Page 101 RC Gate A Training Correct Turning-off Procedure Slide 101 No additional notes...
Page 102: Safe Shutdown
RC Gate A Training Safe Shutdown If you need to disconnect the RC Gate A, use one of the following safe shutdown procedures. Turning off the power without safe shutdown can damage the RC Gate’s hard drive and result in loss of log data.
Page 103 RC Gate A Training Safe Shutdown from the Maintenance Menu In the RC Gate UI menu, select ‘Maintenance – Shut Down RCGate’. Click Shut Down to shut down the RC Gate. Make sure that "Shutdown" is displayed on the LCD before you unplug the power cord.
Page 104 RC Gate A Training Safe Shutdown with the Shutdown Button Hold the "Shutdown" button on the front of the RC Gate A for 5 seconds or longer. Make sure that the LCD turns off after displaying the "Shutdown" message. Then, unplug the power cord of the RC Gate A. Slide 104 No additional notes...
Page 105 RC Gate A Training Turning On 1. Plug in the power cord of the RC Gate A. There is no power switch to turn on. Note that if the customer uses DHCP, the IP address of the RC Gate A may be changed after turning the RC Gate A off and on.
Page 106: Replacement Procedures
RC Gate A Training Replacement Procedures Slide 106 No additional notes...
Page 107 RC Gate A Training Replacement The ‘A to A’ and ‘A to B’ replacement procedures are the same as for the previous model ‘RC Gate’. A to A replacement: There are only a few service parts. Basically, if a unit is defective, it will probably be necessary to replace it.
Page 108 RC Gate A Training SD Card Failure How to Initialize or Replace an SD Card in case of SD Card Failure The following is a summary of the procedure. For full details, see the service manual. Format the new SD card. »...
Page 109: Troubleshooting
RC Gate A Training Troubleshooting Slide 109 No additional notes...
Page 110: Dip Switches
RC Gate A Training DIP Switches The DIP switches can be used for two functions. Function 1: To delete the registered IP address in the RC Gate Function 2: To clear the settings of the RC Gate Switch number 4 is the switch for the lithium battery.
Page 111 RC Gate A Training Updating the RC Gate A Firmware using an SD Card The following is a summary of the procedure. For full details, see the service manual. Put the SD card in an SD card reader attached to a PC.
Page 112 RC Gate A Training Migrating from RC Gate to RC Gate A Overview Slide 112 No additional notes...
Page 113 RC Gate A Training Overview This section will explain how to help a customer who has a number of RC Gates to change over to RC Gate A. The RC Gate A must have the storage and memory options, and the ‘Extended Function Setting’ must be set to ‘Use’.
Page 114 RC Gate A Training Replacing Appliances 1x RC Gate RC Gate S Pro RC Gate S Pro RC Gate A RC Gate A RC Gate A (Onsite) @Remote (Case 1) (Case 2) (Case 3) Connector From 1x RC Gate Possible Not possible Not possible Possible*5...
Page 115 RC Gate A Training Global Major Accounts If the RC Gate A is installed at a Global Major Account, and if devices are located in two or more countries, you MUST do the following: Make a global site structure that includes service depots from different countries.
Page 116 RC Gate A Training Points when conducting the Transition Work Preconditions To conduct communication between the field and the Center in the most efficient way possible. This means continuing work without waiting for the next hourly polling. To be allowed Internet access at customer site. To make it possible to operate both the RC Gate/RC Gate A UI and the Center GUI at the customer site.
Page 117 RC Gate A Training Remarks Please note that the following functions and services may not work properly during the transition: 1. Auto Calls (SC/CC/Supply Calls/MIB Calls) may not be notified to the center. 2. Counter information and regular device information may not be captured and notified to the @Remote center.
Page 118 RC Gate A Training Procedure (Summary) - 1 Field Engineer work flow Center Operator by GUI work flow Make lists of settings in the RC Make screen dumps of the Gates at the customer site. following, for a RC Gate that has the full range of settings made.
Page 119 RC Gate A Training Procedure (Summary) - 2 Field Engineer work flow Center Operator by GUI work flow Register the RC Gate A with the @Remote Center. When finished, inform the @Remote Center operator. Input the settings in the Appliance Information for Admin at the Center GUI.
Page 120 RC Gate A Training Procedure (Summary) - 3 Field Engineer work flow Center Operator by GUI work flow On each of the RC Gates to be removed, generate a Device Check Request Call to the @Remote Center. This avoids the need to wait one hour for polling.
Page 121 RC Gate A Training Procedure (Summary) - 4 Field Engineer work flow Center Operator by GUI work flow Check the list of registered devices. Compare it with the exported device list CSV files made earlier. Make sure that all devices are registered and Managed If any failed, investigate, and try to recover.
Page 122 RC Gate A Training Procedure (Summary) - 5 Field Engineer work flow Center Operator by GUI work flow Wait until 24 hours have passed since the Auto Discovery Settings were made in the RC Gate A at the customer site. Check the Device List for the RC Gate A.
Page 123 RC Gate A Training Procedure (Summary) - 6 Field Engineer work flow Center Operator by GUI work flow Wait for at least an hour (until automatic hourly polling is done). Check the list of registered devices. Compare it with the exported device list CSV files (from slide Make sure that all devices are registered and Managed...
Page 124 RC Gate A Training The Time Required for Transition Work Original RC Gate <- The settings/parameters in this RC Gate will be carried over to RC Gate A. Item On Site Center Remarks Make a backup of RC Gate 3 min. 3 min.
Page 125 RC Gate A Training The Time Required for Transition Work Original RC Gate – continued Item On Site Center Remarks • The time required to register 100 devices at Device Registration (100 10 min. one time is estimated as 3 min. devices) •...
Page 126 RC Gate A Training The Time Required for Transition Work Second and following RC Gates Item On Site Center Remarks Make a backup of RC Gate settings 3 min. 3 min. •Install RC Gate A 30 – 60 min. 10 min. •Registration to center (Execute •Setting Parameters...
Page 127 RC Gate A Training The Time Required for Transition Work Second and following RC Gates – continued Item On Site Center Remarks • The time required to register 100 devices at Device Registration (100 10 min. one time is estimated as 3 min. devices) •...
Page 128 RC Gate A Training Migrating from RC Gate to RC Gate A Detailed Procedure Slide 128 No additional notes...
Page 129 Device Management menu: Registered Device List – Needed for each RC Gate, not only an example RC Gate Security menu: Network security setup (ping on/off) Serial number setting menu: These settings are related to acquiring the serial numbers of non-Ricoh MIB devices.
Page 130 RC Gate A Training 2. Making Lists of Settings at the Center GUI At the Center GUI, log in as an Administrator (you need access to the Administrator menu) Make screen dumps of the Appliance Information for Admin, for a RC Gate that has the full range of settings made.
Page 131 RC Gate A Training 3. Exporting Lists Device List CSV Export Device List: Detail This exported device list can be used for the following: » To designate devices to be registered under RC Gate A. » To retrieve the M/R Date of each device (after devices are registered at the center, the M/R Date is set to 1 by default, so you need to edit the M/R Date by using the Export Device List: Detail.)
Page 132 RC Gate A Training 3. Exporting Lists Device List CSV Export Device List: Detail and Simple Center GUI, Maintenance Menu, Export Device List: The lists for all RC Gates can be exported in one operation. You cannot do this if you do not have access to the Maintenance Menu.
Page 133 RC Gate A Training 3. Exporting Lists Device List CSV Move to Export Device List menu. Select List Type; Detail or Simple. Select Service Depot Name. Type the target Customer. You can designate multiple RC Gates by using % as a wild card. Click [Export].
Page 134 RC Gate A Training 3. Exporting Lists Reporting CSV At the center, counter data from all appliances is saved for up to a maximum of 40 days. Perform the download as two separate operations to obtain all the data. Set range A = -40 to -30 days Set range B = -30 to 0 days Slide 134 No additional notes...
Page 135 RC Gate A Training 3. Exporting Lists Reporting CSV To get the data for all 40 days, do the operation twice. Slide 135 No additional notes...
Page 136 RC Gate A Training 3. Exporting Lists Supply CSV At the center, supply data for all appliances is saved for up to a maximum of 30 days. Perform the download as five separate operations to obtain all the data. Set range A = 0 to -6 days Set range B = -7 to -13 days Set range C = -14 to -20 days Set range D = -21 to -27 days...
Page 137 RC Gate A Training 3. Exporting Lists Supply CSV To get the data for all 30 days, do the operation 5 times. Slide 137 Basically, this is only for customers to which the toner replenishment service is provided.
Page 138 RC Gate A Training 3. Exporting Lists Call History Download Call History from the devices one by one. The call history for each device has to be captured one by one. Slide 138 Basically, this is only for customers to which the call handling and/or toner replenishment services are provided.
Page 139 RC Gate A Training 3. Exporting Lists Call History You have to download Call History CSV for each device one by one. It will take about 20 minutes to download call Example of Call History history from 100 devices. Slide 139 No additional notes...
Page 140 RC Gate A Training 4. Install the RC Gate A When asked to input settings, input the settings from the old RC Gate (see step 1). Make sure that the Auto Discovery Settings are set up. Register the RC Gate A with the @Remote Center When finished, inform the @Remote Center operator.
Page 141 RC Gate A Training 5. Input the Appliance Information for Admin At the Center GUI, log in as an Administrator (you need access to the Administrator menu) Input the data from the screen dumps of the Appliance Information for Admin that you made earlier. Slide 141 Input the data for each of the tabs.
Page 142 RC Gate A Training 6. Unmanage all Managed Devices Click ‘Device’ in the Search Menu. Slide 142 This is the reverse of the ‘Registering at the Center GUI’ procedure during installation and registration.
Page 143 RC Gate A Training 6. Unmanage all Managed Devices Select “Managed” for Installed Condition and “Not Specified” for Device Condition. Input the Service Depot, Appliance S/N, and other search conditions, then click ‘Search’. Slide 143 Device Condition: Some devices may be listed as ‘Found’. These also need to be unmanaged.
Page 144 RC Gate A Training 6. Unmanage all Managed Devices Make sure that “EDIT OFF” is selected. Select all devices. Click “Remove Devices”. While the remove request for a managed device is being carried out, “Removing” is displayed in the “Requested Status” area. At the next polling (or after a Device Check Request Call is made), the center requests the RC Gate to remove the device.
Page 145 RC Gate A Training 7. Make a Call from each RC Gate In the Maintenance menu of the RC Gate UI, click[Maintenance] - [Communication Server Calls] - [Device Check Req. Call]. Then click Start. Slide 145 Make the Device Check Request call from each of the RC Gates to be removed. The Device Check Request call takes a very short time.
Page 146 RC Gate A Training 8. After Receiving the Calls After the Device Check Request call, check the Device List again, to make sure that all devices were removed. It may occur that one or more devices could not be removed, and the device data remains at the Gateway.
Page 147 RC Gate A Training 9. Remove the RC Gates from the Center Click ‘Appliance’ in the Search menu. Input search parameters and click “Search”. Slide 147 The operation is similar to removing the devices, except this time we use Appliance in the Search menu.
Page 148 RC Gate A Training 9. Remove the RC Gates from the Center Make sure that ‘EDIT OFF’ is selected. Select the appliances and click ‘Remove Appliance’. After a RC Gate has been removed at the Center GUI, ask the technician to disconnect it immediately. Slide 148 Timing for disconnecting the RC Gates at the customer site After removing a RC Gate at the Center GUI, the RC Gate becomes initialized...
Page 149 RC Gate A Training 10. Register the Devices on the RC Gate A Register the devices on the RC Gate A, using the Device Registration Wizard. Slide 149 Device Registration Wizard: This was explained in the section of the course on Installation.
Page 150 RC Gate A Training 11. Check the Device List for the RC Gate A During the Device Registration Wizard, the RC Gate A contacts the @Remote Center with the new device data. So, the device list at the Center GUI for the new RC Gate A should contain all the registered devices.
Page 151 RC Gate A Training 12. If Needed, Make a Call from the RC Gate A In the Maintenance menu of the RC Gate A UI, click Maintenance – Device Check Req. Call. Then click Start. Slide 151 If some devices are listed as Found, ask the field technician to make a Device Check Request Call from the RC Gate A.
Page 152: Remote Registration
RC Gate A Training 13. Remote Registration Wait until 24 hours have passed since the Auto Discovery Settings were made in the RC Gate A at the customer site. Check the Device List for the RC Gate A. If some devices are still not registered and Managed, make sure that all the devices are listed as ‘Monitored’...
Page 153 RC Gate A Training 14. Register the Devices After you finished this step, wait for at least an hour (until automatic hourly polling is done). There is no technician at the customer site to make an Device Check Request call this time. Then check the list of registered devices.
Page 154 RC Gate A Training 15. Retrieve the Old Device Information Import the device information from the old RC Gates. Import it from the Exported Device List CSVs that you made in step 3. You need the Export Device List: Simple Slide 154 No additional notes...
Page 155 RC Gate A Training 15. Retrieve the Old Device Information Device information is all blank. Data when registered on Data after registering on the RC Gate the RC Gate A Slide 155 No additional notes...
Page 156 RC Gate A Training 15. Retrieve the Old Device Information You don’t need to retype device information. Data can be retrieved. Export If it is imported If import menu is used Export Device List: Simple Slide 156 No additional notes...
Page 157 RC Gate A Training 15. Retrieve the Old Device Information Export Device List: Simple All editable fields in Device Information can be exported and imported. Slide 157 No additional notes...
Page 158 RC Gate A Training 15. Retrieve the Old Device Information In the exported Device List: Simple CSV, change the Appliance S/N from the old RC Gates’ S/N to the S/N for the new RC Gate A, and other information if necessary. Click “Update Device Info by CSV Import”...
Page 159 RC Gate A Training 16. Make Sure that M/R is Correct The M/R dates have all been reset to 1. They must be set to the same values as they were when registered on the previous RC Gates. Specific M/R Dates Data when registered on have been set.
Page 160 RC Gate A Training 16. Make Sure that M/R is Correct Using Export Device List: Detail Select and Copy the “M/R Date” Export Device List: Detail column (Column G) from CSV data. (2) Set [EDIT ON] Paste the “M/R Date” column in the GUI display.
Page 161 RC Gate A Training Setting Up ACL for a Global Major Account with RC Gate A Slide 161 This procedure shows how to set up ACL for the general technicians at a service depot. It is not for setting up ACL rights for specialists who perform special tasks (such as working with the Maintenance menu on the Center GUI).
Page 162 RC Gate A Training Site ACL and Service Depot ACL Overview: When several devices are migrated from multiple RC Gates in different countries to one RC Gate A, and the RC Gate A needs to manage devices among different countries, a specific ACL set-up may be required in the center GUI.
Page 163 RC Gate A Training Site ACL and Service Depot ACL In general, managed devices must be registered within the same site as the Appliance. To meet global accounts requirements, a cross-border site must be set up, to enable the assignment of its service depots that are located in different countries.
Page 164 RC Gate A Training Site ACL and Service Depot ACL When you install a RC Gate A/S1 under a Global Site, the regional manager must set appropriate ACL for all responsible persons at the Service Depots in different countries; 1. Global Site ACL: Set to “Reject”. With this setting, they cannot operate anything related to the Appliance.
Page 165 RC Gate A Training How to set Site ACL Procedure: 1. To set Site ACL 1-1. Open Site ACL in Maintenance menu of the center GUI. 1-2. Select the Site Name in your area. 1-3. Click [Add Group]. This procedure shows how to allow responsible persons to access only the devices...
Page 166 RC Gate A Training How to set Site ACL 1-4. Input the Group Name; e.g. “Local User”. 1-5. Select ACL as “Reject” in ACL Info. - Select Dev as “General” 1-6. Select check boxes in accordance with the role of the technicians in this group. - Don’t need to select the [Mt] check box.
Page 167 RC Gate A Training How to set Site ACL 1-8. Input the User ID of the technician in the “User ID” box. 1-9. Click [Add], and click [OK] twice, 1-10. The user is registered in the User List. Repeat the above steps from 1-8 to register other members’ IDs in this group. (10) Slide 167 No additional notes...
Page 168 RC Gate A Training How to set Service Depot ACL 2. To set Service Depot ACL 2-1. Open Service Depot ACL in the Maintenance menu of the center GUI. 2-2. Select the Site and Service Depot that you want to set. 2-3.
Page 169 RC Gate A Training How to set Service Depot ACL 2-4. Input the Group Name; e.g. “UK member”. 2-5. Select ACL as “Read” or higher in ACL Info. - If they will edit device information, and/or input Solutions in the Call List menu, select “Write”. 2-6.
Page 170 RC Gate A Training How to set Service Depot ACL 2-8. The result after making groups in 2 Service Depots. For Depot U For Depot I Slide 170 In the above example, we have made two groups in the UK service depot, and two groups in the Italy service depot.
Page 171 RC Gate A Training How to set Service Depot ACL 2-9. Select and double-click the Group Name. 2-10. Input the technician’s User ID in the “User ID” box, then click [Add]. 2-11. User A is added to the User list. (10) (11) Slide 171...