Xerox 92C IPS manual Enabling and disabling the modem for remote service

CALLING FOR SERVICE

Enabling and disabling the modem for remote service

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.

Preparing your system for remote service

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.

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