Software Version 5.3
February 2016
Xerox
®
Device Agent
User Guide
©2016 Xerox Corporation. All rights reserved. Xerox
®
, Xerox and Design
®
and Phaser
®
are
trademarks of Xerox Corporation in the United States and/or other countries. BR17444
Microsoft
®
, Windows
®
, Windows Vista
®
, SQL Server
®
, Microsoft
®
.NET, Windows Server
®
,
Internet Explorer
®
, Windows Media
®
Center, and Windows NT
®
are either registered
trademarks or trademarks of Microsoft Corporation in the United States and/or other
countries.
Linux
®
is a registered trademark of Linus Torvalds.
Apple
®
, Macintosh
®
, and Mac OS
®
are registered trademarks of Apple Inc.
VMware
®
is a registered trademark of VMware, Inc. in the United States and/or other
jurisdictions.
Cisco
®
is a registered trademark of Cisco and/or its affiliates
Parallels Desktop is a registered trademark of Parallels IP Holdings GmbH.
Changes are periodically made to this document. Changes, technical inaccuracies, and
typographic errors will be corrected in subsequent editions.
Document Version: 5.3 (February 2016)
Revision History
Version Date Description
5.3 February
2016
Updated supported hardware and software requirements, added
support for Macintosh environments
5.2 June 2015 Added features from the 5.1 and 5.2 releases. Updated the
hardware and software requirements.
5.0 July 2014 Rewritten for clarity; proxy consolidation updates
1.1 April 2013 Operating System: Added Windows
®
7 Home Edition
Removed Windows
®
7 2008 r2 Domain Controller support
Memory: Removed Windows
®
2012 Domain Controller support
Xerox® Device Agent User Guide iii
Table of Contents
Introduction ................................................................................ 1
Product Overview ......................................................................................... 1
Data Security ....................................................................................... 1
Using this Guide ........................................................................................... 2
Getting Started ........................................................................... 3
Checking the Requirements ......................................................................... 3
Hardware and Software ....................................................................... 3
Requirements to Run on a Macintosh Operating System ................... 4
Unsupported Configurations ................................................................ 4
Database Configurations ..................................................................... 5
Installing the Software .................................................................................. 5
Uninstalling the Application ................................................................. 9
Automatic Updates ............................................................................ 10
Configuring the System ........................................................... 11
Overview .................................................................................................... 11
Using the Configuration Wizard .................................................................. 11
Registering the Account .................................................................... 11
Searching for Printers ........................................................................ 22
Opening the Application ............................................................................. 24
Using the Interface ................................................................... 25
Overview .................................................................................................... 25
Understanding the Screens ........................................................................ 27
Viewing the Printers Screen .............................................................. 28
Viewing the Synchronize Screen ....................................................... 36
Viewing the Settings Screen .............................................................. 37
Using the System Tray ............................................................................... 37
Resizing the Application ............................................................................. 38
Working with Printers ............................................................... 39
Overview .................................................................................................... 39
Adding a Printer .......................................................................................... 39
Adding Printers by IP Address or DNS Name ................................... 39
Adding Multiple Printers ..................................................................... 40
Adding a Direct Printer ............................................................................... 41
Table of Contents
iv Xerox® Device Agent User Guide
Deleting a Printer ........................................................................................ 42
Exporting the Printer List ............................................................................ 42
Viewing Printer Properties .......................................................................... 43
Checking the Status .......................................................................... 44
Checking Consumables ..................................................................... 46
Viewing Printer Information ............................................................... 48
Understanding Printer Features ........................................................ 50
Viewing Transmitted Meters Usage ................................................... 52
Checking the Usage Summary .......................................................... 53
Viewing the Usage Counter Details ................................................... 54
Synchronizing the Data ............................................................ 57
Overview .................................................................................................... 57
Using the Details View ............................................................................... 58
Using the Data View ................................................................................... 58
Configuring the Settings .......................................................... 61
Overview .................................................................................................... 61
Working with the Views .............................................................................. 61
Using the Search View ...................................................................... 62
Viewing the Status Read ................................................................... 66
Viewing the Local Alerts .................................................................... 68
Viewing the Remote Alerts ................................................................ 70
Working with Administrator Settings .................................................. 70
Changing the Language .................................................................... 72
Working with Automatic Updates ....................................................... 73
Gathering Xerox
®
Print Agent Data ................................................... 75
Viewing the Log ................................................................................. 77
Gathering Information for Support ..................................................... 77
Troubleshooting ....................................................................... 79
Xerox® Device Agent User Guide 1
Introduction
Product Overview
The Xerox
®
Device Agent enables Xerox to monitor and assess output devices on your
network, and provides continuing asset management information. Xerox
®
Device Agent is
a Microsoft Windows
®
device management client that uses Microsoft
®
SQL Server
®
CE
Edition to provide automated device meter, supplies, and status retrieval and submission
to Xerox
®
Services Manager, and proactive alert monitoring for automatic incident
creation and problem resolution. Xerox
®
Services Manager is a web-based application
that provides a single point of management for your enterprise’s output devices, supplies,
and service-related incidents to help you manage costs and increase device and user
productivity. Xerox
®
Device Agent features a built-in alert detection system that can warn
you when certain conditions exist in monitored devices. It can:
• Discover network-connected printers
• Monitor for status and alert conditions and notify via e-mail when they occur
Data Security
Xerox
®
Device Agent communicates periodically with Xerox
®
Services Manager. To
ensure maximum security for your data, Xerox
®
Services Manager is hosted in an ISO
27001-compliant facility. Data sent to your partner is primarily printer-specific billing
counters, supply levels and printer alerts. Data is compressed, encrypted and protected
by several mechanisms:
• Xerox
®
Device Agent initiates all contact with Xerox
®
Services Manager and standard
firewall configurations on the site are required to enable communication.
• Xerox
®
Device Agent requires a valid proxy, if one is required for Internet
communication.
• Xerox
®
Services Manager data server sits behind a secure firewall and is not
accessible from the Internet
• Xerox
®
Services Manager user interface access requires authentication. Xerox
®
Device Agent information is stored in an account specific to the customer site and the
access to that account data in Xerox
®
Services Manager is restricted to the Xerox
®
Services Manager account managers.
• All Xerox
®
Services Manager communication is logged and available for viewing.
Data sent from your partner to your networked devices consists primarily of remote
commands that allow an account support administrator to request Xerox
®
Device Agent
command execution.
• Requests principally involve firmware updates, printer reboots, test page printing and
current device status refreshes.
Introduction
2 Xerox® Device Agent User Guide
• Xerox
®
Device Agent periodically polls its Xerox
®
Services Manager account for
command requests.
• Operations results from command requests are sent to the Xerox
®
Services Manager
server, where they are reviewed.
Using this Guide
This guide is intended for users installing Xerox
®
Device Agent.
Getting Started
Xerox® Device Agent User Guide 3
Getting Started
Checking the Requirements
Before you can start using the client software, you must ensure that the requirements
described in the following sections are in place.
Hardware and Software
This section describes the hardware and software requirements necessary for running
the client software.
Item Requirement
Operating System: (32- and 64-
bit)
• Windows Server
®
2008 with Service Pack 1 and 2008 R2
with Service Pack 1
• Windows Server
®
2012 and 2012 R2
• Windows
®
7 Professional, Enterprise, Home Edition, and
Ultimate
• Windows
®
8
• Windows
®
8.1
• Windows
®
10
• Apple
®
OS 10.9.4 or later when run with the Parallels
®
Desktop hardware emulation software. Go to the
Requirements to Run on a Macintosh Operating System
section for requirement details.
• Windows Vista
®
Service Pack 2 Professional and Ultimate
• Microsoft
®
.NET framework 4.0 Extended (Full Version)
installed
Memory • Windows Server
®
2008, 2008 R2,Windows
®
7, Windows
Vista
®
: 1 GB of RAM (1.5 GB or higher recommended)
• Windows
®
8, Windows
®
8.1, Windows
®
8 Pro, Windows
®
8
Enterprise, Windows
®
10, Windows Server
®
2012, Windows
Server
®
2012 R2: 2 GB of RAM (2.5 GB or higher
recommended)
Processor • 1.7 GHz processor or better
Hard Disk • Minimum free space is 450 MB
Minimum Resolution • 1024 x 768
Permissions • You must install the application software on the client
computer using the administrative account or an account
with administrative privileges.
Internet connection • Required
Getting Started
4 Xerox® Device Agent User Guide
Notes
• We recommend that you update your host computers with the latest critical patches
and service releases from Microsoft Corporation.
• The Network Transmission Control Protocol/Internet Protocol (TCP/IP) must be
loaded and operational.
• Requires SNMP-enabled devices and the ability to route SNMP over the network. It is
not required to enable SNMP on the computer where Xerox
®
Device Agent will be
installed or any other network computers.
• You must install Microsoft.NET framework 4.0 Extended (Full Version) before you
install the application.
• The application should not be installed on a PC where other SNMP-based
applications or other Xerox printer management tools are installed, since they may
interfere with each other’s operation.
Requirements to Run on a Macintosh Operating System
This table lists the system requirements that you must meet to run Xerox
®
Device Agent
in a Machintosh environment. You can only run Xerox
®
Device Agent in a Macintosh
enviroment by using hardware emulation software. You cannot run Xerox
®
Device Agent
in a native Macintosh environment.
Item Requirement
Apple Mac Hardware • Intel Core 2 Duo, Core i3, Core i5, Core i7, or Xeon processor
Host Operating System for
Apple Mac Platforms
• Apple OS 10.9.4 or Later
Hardware Emulation
Software
• Parallels Desktop v10.2.1 or later required for Apple OS X 10.9
“Mavericks” – 10.10.x “Yosemite” host systems
• Parallels Desktop v11.0.1 or later required for Apple OS X 10.11
“El Capitan” host system
Supported Guest Windows
Operating Systems Running
a Parallels Desktop (32 and
64 bit)
• Windows
®
7 SP0 and SP1
• Windows
®
8, Windows
®
8.1, and 8.1 update 1 (64-bit only for
update 1)
• Windows
®
10
Additional Software • Microsoft
®
.NET framework 4.0 installed
Memory • 2 GB for all Windows Applications
Hard Disk • Minimum free space is 600 MB (100 MB for Xerox
®
Device
Agent and up to 500 MB for the Microsoft
®
.NET framework, if
not previously installed.)
• An additional 850 MB of disk space on the boot volume
(Macintosh HD) for Parallels Desktop installation
Unsupported Configurations
This section describes the configurations that are not supported.
Getting Started
Xerox® Device Agent User Guide 5
• Installation of the application on a computer with another Xerox device management
application, such as Xerox
®
Device Manager
• Native Mac OS
®
operating system software (i.e., Xerox
®
Device Agent can only run
on the Apple Mac Platform when the Parallels Emulation Software is installed.)
• Any version of UNIX
®
operating systems, Linux
®
operating systems, Windows®
systems running the Novell client, Windows
®
XP, Windows NT
®
4.0, Windows Media
®
Center, Windows
®
2000, Windows
®
Server 2003, Windows® 8 RT, Operating
systems running Terminal Services for applications and Installation on Windows
systems running domain controllers.
• Since this application has only been tested on VMware
®
Lab Manager/workstation
environment, other virtual environments are not supported.
Database Configurations
The application installs SQL Server Compact Edition 4.0 (SQL CE) database engine and
database files that store printer data and application settings within the installation
directory. No database licensing is necessary for the application.
Installing the Software
In this section, you will learn how to:
• Install the software
• Change the destination folder location of the application
Note
• Before installation, disable the Sleep and Hibernation modes to allow the application
to collect and transmit meter information.
Getting Started
6 Xerox® Device Agent User Guide
To install the software:
1. Log in as an administrator.
2. Double-click the installation file. The Select Language screen displays.
Note
If you do not have Microsoft.NET framework 4.0 Extended (Full Version), the installer
displays an error message prompting you to install .NET framework 4.0 Extended
(Full Version) before you continue with installation. You can download the .NET
framework 4.0 Extended (Full Version) from the Microsoft Web site.
3. Verify that the correct language is highlighted.
4. Click Install. The License Agreement displays.
5. Click View ReadMe. The ReadMe file displays.
6. Select the I am authorized to accept, and accept, the terms of the license agreement
radio button.
Getting Started
Xerox® Device Agent User Guide 7
Note
If you are performing a manual update of the application and you have the current
version of the application open, you are prompted to accept the EULA. You only see
this prompt if the EULA has changed since the last software release.
7. Click Next.
If you are upgrading from a previous version or had a previous version of the
application installed and you did not remove the database when uninstalling, the
Database Options screen displays.
8. Select one of the following:
– Use Existing Database if you want to upgrade using the information from your
current database, and if the last installation was for the same account and was
properly configured for the new installation.
– Create New Database if you want to create a new database. With this option,
the application backs up your current database, but you still need to configure the
application and search for printers again in order to populate your new database.
Use this setting if the account used for the previous installation is unknown,
different than the new account or configuration, or if you want to start with a clean
installation with default settings.
9. Click Install. The Installation Options screen displays.
Getting Started
8 Xerox® Device Agent User Guide
Note
If you are installing the application on an operating system in a language other than
English where the "Program Files" directory name is localized, the default installation
path is displayed in English. The application, however, installs at the correct localized
directory for your selected language.
10. Do one of the following:
a. To accept the default location for the Destination folder, click Next
(recommended).
b. To change the default location, click Change. The Browse for Folder dialog box
displays.
c. Navigate to and select the desired folder or create a new one.
d. Click OK. The dialog box closes.
Note
You cannot install your application in the root directory.
You are back at the Installation Options screen.
Getting Started
Xerox® Device Agent User Guide 9
11. Click Next. The Installing Xerox
®
Device Agent screen displays, indicating the
progress of the installation, after which the Install Completed screen displays.
12. To launch the application immediately, leave the check box saying “Launch Xerox
®
Device Agent now” selected, and click Finish (Recommended). The Configuration
Wizard displays.
Note
If other applications are running on your computer, you might experience a delay
from the time installation concludes and the Configuration Wizard begins. See the
Registering the Account section in the Configuring the System chapter for more
information.
To launch the application later, de-select the check box and click Finish. See the
Registering the Account section in the Configuring the System chapter for more
information.
Notes:
You must complete the Configuration Wizard after installation. See Configuring the
System, starting on page 11, for further information.
You can click Cancel on any screen during the installation. A dialog box displays
asking you to confirm the cancellation. If you click Yes, the Install Failed! screen
displays, indicating that the application remains uninstalled. Click Finish. To install
the application, you need to run the installer again.
Uninstalling the Application
Note:
This is an optional feature that allows you to uninstall the database when you uninstall
the application.
If you decide to uninstall the application, the Uninstall Options screen displays.
1. Select one of the following:
Getting Started
10 Xerox® Device Agent User Guide
– Do not remove the database if you want to preserve your current database.
– Remove the database if you do not need to preserve your current settings for a
future installation. This removes the active database and any future installation
creates a new database at the time of installation. If there are any databases
backed up during the installation as part of the Database Options, they are not
removed.
2. Click Continue.
Automatic Updates
The application supports automatic update. When a newer version of the application is
released, it is loaded on the Auto Update server, which the application can connect to.
The application contacts the Auto Update server at:
• Scheduled intervals that you specify in the Updates section of the Settings area
• Application startup, if the schedule is in the past
• Your request, from the Updates section of the Settings area
The server identifies if there is a newer version available for download.
If you set the application to prompt you when updates are available, or if you clicked to
check for updates, the application asks you to confirm whether or not you want to update
the application.
• If you select No, the Next scheduled upgrade dialog opens. Select the day of the
week and time of the day when you would like to receive your next reminder to
upgrade.
• If you select Yes, the application proceeds automatically to:
– Download the new installer
– Run the new installer (which closes the application if it is open)
– Uninstall the older version and install the newer version
– Run the new version of the application that was just installed
Notes:
• If you are updating the application, but you decide to cancel the installation process,
you must run the installation setup file again to complete the installation.
• Depending on where you cancelled the update in the installation process, you could
end up with an unusable application.
Xerox® Device Agent User Guide 11
Configuring the System
Overview
You must complete a minimum set of requirements in the Configuration Wizard after
installation, according to your site requirements, to use the application.
The Configuration Wizard is divided into two sections:
• Register the Account: Enables communication between the application and Xerox
®
Services Manager.
• Search for Printers: Allows you to find a printer or printers for the application to
manage and monitor.
Using the Configuration Wizard
This section describes the features you can construct with the Configuration Wizard.
Registering the Account
In the Register the Account section, you can:
• Enter the administrator name, phone number, and e-mail address
• Enter the application registration information
• Modify the system name, if applicable
• Configure proxy server and security settings for Internet connectivity
• Modify synchronization settings, if applicable
Starting the Wizard
If you launch the application immediately after installation, the Install Completed screen
closes, and the Configuration Wizard automatically starts. If you did not launch the
application immediately after installation, you can access the Configuration Wizard in one
of the following ways:
• Double-click the application icon on the desktop:
• Navigate to the program from the Start menu
• Right-click the tray icon in the System Tray and select Open.
Configuring the System
12 Xerox® Device Agent User Guide
To configure the system:
1. Launch the application. The current availability of computer resources might cause a
delay, so allow enough time for it to launch successfully. When the Configuration
Wizard starts, the Welcome screen displays.
2. Click Next. If the application cannot connect to the Internet or communicate with the
registration server, the Proxy Server screen displays.
Note
You can use this screen to verify your network communication and proxy server
settings by clicking Test. The Communications Test dialog box displays, indicating a
green checkmark for successful communication validation with Internet Connection,
the Registration Server, and the Update Server.
3. In the Proxy Server section, select one of the following options to verify that your
proxy server settings allow you to connect to the Internet:
– Use Browser Settings (Internet Explorer): By default, this option is selected,
allowing you to use the browser settings of the computer where the application
is installed to access the Internet.
– No Proxy Server: Select this option if you connect to the Internet directly.
– Specified: Select this option to configure your proxy server settings manually to
access the Internet. The application enables the Security button and the
Exceptions section.
Note
If you need to use bypass addresses, you must select Specified.
4. If you selected Specified:
a. Enter the HTTP or HTTPS (Secure) proxy server address or DNS name and
ports. Or, enter information in the HTTP fields, and ensure that the Use the same
proxy server for both HTTP and HTTPS check box is selected, so that the
application populates the HTTPS fields with the same information.
Configuring the System
Xerox® Device Agent User Guide 13
Note
If the addresses, DNS names, or ports are incorrect, the application displays a
red exclamation point in the corresponding field. You must correct the information
before you can continue to the next step.
b. To identify any addresses that you want the proxy server to bypass, or to ensure
that the application bypasses the Xerox
®
Services Manager registration server
when it is inside the firewall, enter the addresses in the Exceptions section,
separating each entry with a semicolon.
5. If you your network uses an authenticated proxy server:
a. Click Security. The Advanced Communication Properties dialog box displays.
b. Select one of the following from the Authentication Type drop-down menu:
• Auto Detect
• NTLM
• Digest
• Kerberos
• Negotiate
• Basic
c. Complete the User Name, Domain, Password, and Verify Password text fields,
and click OK. The Advanced Communications Properties dialog box closes, and
returns you to the third screen in the Register the Account section.
6. Click Test. A dialog box displays, showing the communication status with the
following:
– Internet Connection: Verifies if the proxy settings are valid for basic Internet
connectivity.
– Registration Server: Verifies that the application can communicate with the
server required for registering the application. The application must pass this test
in order to proceed to the next step.
– Update Server: Verifies that the application can communicate with the server
that provides software updates, so that the application can automatically upgrade
to the latest version. If this test fails, you can continue with the registration, but
you need to fix the issue in the future.
7. Click OK. The dialog box closes.
Configuring the System
14 Xerox® Device Agent User Guide
8. Continue to test each of the proxy server options until the Registration Server
communication status passes.
Note
If the connection test continues to fail and you have verified that the proxy server
settings and the Internet is functioning on the computer, contact your Xerox Support
Representative.
9. When the Registration Server test passes, click OK. The dialog box closes and you
are returned to the third screen in the Register the Account section.
10. Click Next. The next screen in the Register the Account section displays.
11. Enter information in all the fields. Do not change the Registration Server URL unless
otherwise instructed.
12. If you want to change the default synchronization settings, click Synchronize
Settings. The Synchronize Settings dialog box displays.
a. Schedule Tab: The application communicates with Xerox
®
Services Manager
according to the schedule. During the communication, the application obtains
updates or changes to remote alert profiles, submits meter reads, and updates In
Scope status of printers.
Configuring the System
Xerox® Device Agent User Guide 15
Note
If you choose to synchronize with Xerox
®
Services Manager at a specific time
each day, the synchronization frequency cannot be set greater or less than 24
hours.
• Select one of the following:
Every, and enter the frequency you wish to synchronize, or
Daily at, and click the drop-down arrows to set a specific time of day.
Note
If you power down your computer at the end of the day, do not set your schedule
outside of business hours.
b. Printer Export: By default, the application exports the printers and printer data
that it finds to Xerox
®
Services Manager. From this export, Xerox
®
Services
Manager obtains the printer model name and other data from the printer.
Note
Enable Printer Export is the recommended setting, and is selected by default.
If you select the Skip Printer Export radio button, a warning message displays,
reminding you to enable the printer export after you have completed
configuration.
c. Corporation Security Mode: By default, the application contacts Xerox
®
Services Manager daily and allows administrators to remotely change settings,
avoiding the need for on-site visits. If your corporation requires a higher level of
security, you can lock down the communication, so that there is no
communication to Xerox
®
Services Manager except for printer data
synchronization. In this mode, any setting changes require an on-site visit and
the application does not report any computer or printer IP addresses or site
settings to Xerox
®
Services Manager. It is not recommended that you change this
setting; however, if necessary, do the following.
Configuring the System
16 Xerox® Device Agent User Guide
Note
If your version of Xerox
®
Device Agent does not contain the Corporation Security
Mode tab, it operates in Normal mode.
Select the Locked Down radio button.
d. Click OK to close the Synchronize Settings dialog box.
Note
If you enter incorrect information or leave a required field blank at any time during the
Configuration Wizard, the application flags the incorrect field with an exclamation
point. When you hover over the exclamation point, the application displays a brief
message indicating the type of error, such as Invalid Entry. This field must be filled in.
You must fix the information before the application allows you to continue to the next
screen.
A message displays, indicating that the registration is in progress.
As the application attempts to complete registration, one of the three following
statuses displays:
a. Pending Registration: The screen displays a warning, indicating that Xerox
®
Services Manager needs to approve your registration.
• Click Try Again to re-attempt registration.
• If registration still remains pending, contact your Xerox Support
Representative.
b. Failed Registration: The screen displays an error icon and corresponding
message, asking you to verify that the information you entered matches the
provided correct registration information.
• Click Try Again to re-attempt registration.
• If the second registration attempt fails, verify that you have the correct
registration information.
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