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User Guide

How are problems identified and

reported?

Xerox Support may identify and resolve most of your operational

issues when you grant permission to observe or control your

mouse and desktop through the [Home: Support Access] page.

Sometimes, however, Xerox Support may need additional

machine and/or job data to more fully analyze your system.

The [Home: Problem Reporting] page enables you to capture

machine and/or job data and then automatically transmit the

additional data to Xerox Support.

You may either capture and transfer data to Xerox as it is being

recorded or capture data at one point in time, and then transfer the

data file at another time. Data may be transferred directly to your

Xerox Support Server, to a local FTP site, or to a CD writer.

The Problem Reporting page displays the following options:

•

Capture

•

Transfer

•

Capture & Transfer

•

Files Ready for Transfer

•

File Cleanup

NOTE: For information on the Capture and Transfer setup

process, see:

Customize settings for data capture and transfer

If your system is not always connected to the network, your site

operator may store the data file on a local drive or CD. When a

network connection is established your operator can then use the

Transfer feature to transmit the captured data.

NOTE: Only one process per service may run at a time.

This procedure explains how to capture machine and/or job data.

This procedure assumes you will transfer your machine and/or job

data to Xerox Support at a future time.