Ricoh Embedded @Remote

[KenB]

Hi,

It seems that quite a number of the Ricoh machines that we set up with Embedded @Remote set up correctly, but don't report back to Ricoh's server.

It doesn't seem to matter if it gets set up using service mode or the WIM.

In fact, we have one account with 12 new machines (various models), and only 2 of them are reporting. The other 10 - nada. All 12 are set up identically.

Has anyone else seen this?

Thanks!

[Vulkor]

Don't think a lot of people use @Remote. From what I get most people are told that it reports too much info back to Savin/Ricoh and Business owners don't want them knowing so much. That is what I've read on here and what was told to us by our Regional Rep of all people.

Sounds like the Data isn't getting out of the customers network. Otherwise, good luck mate.

[unisys12]

Have you logged into the Remote Center System to check the status of the MFP's? They should show as "Managed". Are they even there?

[KenB]

Have you logged into the Remote Center System to check the status of the MFP's? They should show as "Managed". Are they even there?

I don't know that just yet, as I don't have my own login.

I'll post again as soon as I find out.

Thanks!

[Shadow1]

Ricoh Americas and especially RBS is pushing their techs to try getting every machine on @Remote. Embedded if the customer has 5 machines or less, and your SM can usually get approval to GIVE them an RC Gateway if there's more than 5.

They are having a hard time collecting meter readings to bill click charges on a lot of accounts. Supposedly they will start charging $5.00 each time they have to send a meter card or call, and I've received several service calls with messages attached about service / supply holds and billable calls if we don't get a meter. I guess money is pretty tight and some people think if we can't get a meter then we can't bill for clicks, others are just plain lazy, and the meter cards can get tossed with the junk mail.

Anyway, I've done a good many @Remote embedded setups, and it seems to either work, or it reports an error when you try to confirm the code - usually blocked by a firewall. Its a lot easier to get it to work from WIM, and I've only gotten 2 done from Service Mode. Most times it fails from SM and WIM will work perfectly.

There are a number of firewalls that maybe could identify the @Remote packets as some sort of security problem, but I'd start with the basics: Check your IP, Subnet Mask, Default Gateway, do a connection test on the DNS servers, and a Ping test on both an inside and public IP's. That will let you know where to start looking.

If all that works, try hooking up your laptop using the same IP as the copier. Some companies put copiers and printers on a different VLAN with different security. You may find the working copiers have a slightly different Network ID in their IP address (i.e. 192.168.1.x vs 192.168.2.x for a subnet of 255.255.255.0)

Not only will your laptop give you better error information on ping, but you can also try tracert to see if there is a firewall blocking you.

[zyqwiz]

Over here we have a contract the customer has to sign saying they will make the relevent ports be open and the machines left on all the time. Saying that though, they still don't do it!