Setting up @remote

[anothertech]

We are tasked with setting up @remote on all Ricoh machines that support it. It usually does not work in bigger accounts like schools or insurance companys. I get proxy errors. Is anyone else using @remote? and have you had much luck setting it up at locations where it doesn't work on the first try?

Is there any way to get the proxy information from the local workstations or from the print server?

[Steve G]

you'll probably find that all schools will be proxy protected,

To get the proxy details :- Internet Explorer - Tools - Internet Options - Connections - LAN Settings

This will show you the proxy details and the Port number that that particular PC is using, however this will not show you the Proxy password if it is at all password protected and it will also not show you any Domain details and passwords if they are also needed...

So unless you want to waste a lot of time guessing and waiting make sure you have all the information to hand before you carry out a site install...

Will your Sales Dept get a Pre site form filled out???

may be worth it.

Just as a second thought...

Don't forget that by law all shools must have two divided Networks... one for the Admin and the other for Staff and I.C.T suits etc. so just be aware that more often than not only one half of the network may have internet access...

Cheers

Hope this helps.

[anothertech]

We are trying to get Sales to get us a network survey, but they don't want to do the legwork. We'll keep after them, we're wearing them down.

I should have known to look in Internet explorer for some proxy info,
I didn't know about the divided networks at schools, Thanks for the tips.

[RRodgers]

We've tried to set it up once with the Lanier guys with us. Funny thing is, I think they wanted us to teach them how to set it up as they seemed pretty clueless. (sad I know)

[teebee1234]

If you're setting this up at an account with more than a couple of mfp's you should be using the @remote appliance. This must be done with the assistance of their network/IT people of course, but it gets set up on one server and discovers all of the devices (including most non-Ricoh boxes). No way you should have to do this on your own, we require site surveys now to include the @remote info. Of course, requiring it and actually getting it from sales are two different things.

[Steve G]

I think that you can have up to 10 Embedded devices (Cumins) on any one account, any more than this will need to be managed by an External deveice (Basil) that can be placed anywhere on the customers network as long as it is in the same I.P. range as the devices that need managing, this will also monitor 250 devices on their network but you willl only be able to retrieve minimal info. like m/c model, serial & maybe meter, so in bigger accounts it is better to site the External device at the server as they usually work on different Sub Nets rather than a wider range of I.P. addresses.

This is why I mentioned earlier about the schools divided networks as only one side of their netwrok will be able to be managed if they choose to have a External device (Basil).

The Basil can also be configured manually to add devices on individual I.P. addresses or a range or ranges of either I.P. addresses or Sub Nets that it will periodically scan through, and the Basil will also give the customer access to the @Remote portal which shows how efficient the schools budget is being used...

[anothertech]

When I was reading through the @remote instruction material, it's not clear if there's a hard limit to the number of machines on the same network that can use embedded @remote, or if it's just a suggested limit.

I'm going to a collage this week to finish a 40 machine install, I already have @remote working on a few and plan to enable it on rest of their machines.

It's going to be a tough sell, getting them to buy an external device. It's tough enough getting them on board with using the free embedded @remote.

[teebee1234]

I think that you can have up to 10 Embedded devices (Cumins) on any one account, any more than this will need to be managed by an External deveice (Basil) that can be placed anywhere on the customers network as long as it is in the same I.P. range as the devices that need managing, this will also monitor 250 devices on their network but you willl only be able to retrieve minimal info. like m/c model, serial & maybe meter, so in bigger accounts it is better to site the External device at the server as they usually work on different Sub Nets rather than a wider range of I.P. addresses.

This is why I mentioned earlier about the schools divided networks as only one side of their netwrok will be able to be managed if they choose to have a External device (Basil).

The Basil can also be configured manually to add devices on individual I.P. addresses or a range or ranges of either I.P. addresses or Sub Nets that it will periodically scan through, and the Basil will also give the customer access to the @Remote portal which shows how efficient the schools budget is being used...

Steve G, you said it much better than I did. As far as cost of the appliance, we don't charge the customer. It's a money saver for Ricoh in terms of getting accurate and timely meter readings and the ability to analyze usage over time. This information can be presented to the customer to reprioritize placement of units, saving them money.

Here are white papers you can present to the customer who may have concerns or questions about the function and security of @Remote
@Remote Video (good explanation of benefits to doubters)

[KenB]

The @Remote can manage up to 100 devices (all RFP machines), and monitor up to 500 devices (almost any brand).

These are hard numbers.

Where the soft numbers come into play is for the embedded version. Normally, up to 5 machines are fine with it, and 6 or more the appliance is recommended.

As mentioned already, getting the buy in from Sales is the hard part.

[zyqwiz]

The whole system was designed for Ricoh's convenience. The SC alerts auto log service calls on their system and toner alerts automatically despatch toner to their customer. Who in the real world can afford to send out individual toners? We get loads of notifications of jamming etc and the customer doesn't ring in because they have sorted it out already. When I have booked a service call, unless it is a fuser error, they have always sorted it out before we get there or they'd call in, probably quicker than the email notification knowing some of our customers!

[Shadow1]

Ricoh's policy is to use embedded for accounts with 5 devices or less - beyond that Ricoh requires an @Remote appliance, but they will give it away if you request it. Setting it up can be a bit tricky if they have multiple subnets and VLan's. Accounts large enough to require an appliance ususlly have a firewall that blocks the @Remote packets, so you'll have to work with their IT people to get an exception added.

Beware, you'll probably need more time at the account than just what it takes to install and configure the device. I added an appliance to one of my bigger customers, and got 3 service calls in: Waste toner near full, Web Replacement, and SC502.

You get a lot of strange conversations from customers who swear they didn't call you, but their machine did.

[Steve G]

I say just keep it simple.....

If you going to have any reporting at all apart from meter readings because lets face it... thats the most time consuming for the office dwellers.

Configure your machines to just report for Toner, SC Calls and Manual Calls

It may take a little time to configure the BASIL or CUMINS but it will pay off in the long run as you want the least amount of hassle when sorting out the @Remote Communication GUI and also the amount of E-mails your office will receive if you have all the options & alarms turned on is quite ridiculous....

[anothertech]

At this point, we are setting it up only to collect the meters.

[zyqwiz]

I think the best thing for toner is for them to have a stock and set up WIM to notify their key operator to replace the toner. Keeping toner in stock is their responsibility.