rsi device enhancement - ricoh smart integration · 2020. 3. 20. · an administrator of rsi device...

In-Confidence

Services Solution Engineering Department

Ricoh Company Limited

RSI

DEVICE

ENHANCEMENT

Support Guide v1.1

Document version: v1.0

1 |Support Guide In-Confidence Ricoh Company Limited

Important notice

This material contains confidential information for support purposes. Please handle with care.

Images used in this material are captured in the development environment. The production version may have different images.

Contents: Product Overview .................................................................................................................................................................. 2

Supported Environment ......................................................................................................................................................... 3

System Structure ................................................................................................................................................................... 4

1. Checking the requirements for setup ............................................................................................................................. 6

2. Installation and setup of the embedded application via Cloud Settings .......................................................................... 8

3. Batch installation and setup of the embedded application via Device Registration Tool ............................................... 10

4. Confirming the result of installation ............................................................................................................................. 14

5. Uninstallation .............................................................................................................................................................. 17

6. Troubleshooting .......................................................................................................................................................... 20

7. Information Required for Escalation ............................................................................................................................ 23

8. Appendix ..................................................................................................................................................................... 24

Version history:

Document version Revisions Author Issue date

V1.0.0 Initial release Yuhei Sasaki 20 Mar, 2020



Product Overview

RSI DEVICE ENHANCEMENT is a subscription type of RSI (Ricoh Smart Integration) add-on application that includes 5 features:

“authentication”, “printing (secure print)”, “scanning”, “device management”, and “reporting”.

Regions can make their own decision to add or change the combination of applications. Features RCL supports are the

followings only: authentication, secure print, device management, and reporting.

• Authentication

An administrator of RSI DEVICE ENHANCEMENT can configure the user authentication to MFP with RSI user account

on the tenant. Authentication method can be selected from IC card, user ID, Email address, PIN code, and user select

screen.

• Secure print

Location free printing is available by using Print Cloud Plus. User can obtain print job from any MFP that is registered

to the same tenant as the user. Jobs are held in a secured print queue waiting to be released by the authenticated

user.

• Device management

An administrator can manage or check the device information and status of MFP/IWB registered on the tenant.

• Reporting

An administrator can output or check the device usage information and status of MFP/IWB registered on the tenant.

The scheduled report can be supported.



Supported Environment

To use RSI DEVICE ENHANCEMENT, the following environment has to be prepared.

Items Supported environment

OS Windows 8.1 (32bit/64bit)

Windows 8.1 Pro (32bit/64bit)

Windows 8.1 Enterprise (32bit/64bit)

Windows 10 Home (32bit/64bit)

Windows 10 Pro (32bit/64bit)

Windows 10 Enterprise (32bit/64bit)

MFP SOP-G2/2.5 models will be supported later. Latest information can be found via NPLI from the

marketing section.

Card reader HID Prox RFIDeas (RDR-6081AKU, RDR-6281AKU, RDR-6381AKU, RDR-6N81AKU, RDR-7081AKU, and

RDR-7581AKU)

Important points:

RSI DEVICE ENHANCEMENT does not work correctly if it co-exists with the following solutions in the same device.

• Streamline NX (Authentication / Job log collecting function will not work.)

• Equitrac or third-party vendors’ solution products

• MFP device authentications (User code / Basic /Windows / LDAP)

• Device Manager NX series (Job log collecting function will not work.)

• Card Authentication Package / Enhanced Locked Print (Authentication will not work.)

• Ricoh Image Log Capture (Job log collecting function will not work.)



System Structure

This section will help you to understand the system structure for each function.

• Authentication

• Secure Print (For other regions. RUS uses Print Cloud Plus for secured printing)



• Device Management

• Reporting



1. Checking the requirements for setup

This section will help you to understand the check points before installation.

Step1. Check the requirements for setting up RSI DEVICE ENHANCEMENT in the device.

To execute the installation, the following condition must be met.

• Make sure that every solution product that cannot co-exist with RSI DEVICE ENHANCEMENT has been uninstalled

from the device.

• Make sure that the latest firmware has been applied to the device.

• Make sure that the device’s local address book is empty

• Make sure that the user authentication setting is disabled.

Machine Features > System Settings > Administrator Tools > User Authentication Management

• Make sure that the job log transfer setting is disabled.

Machine Features > System Settings > Administrator Tools > Transfer Log Setting

• Make sure that Screen device always-connection Setting is activated.

Login to Screen Service mode and select the Screen Device Settings > Screen device always-connection Settings



• Make sure that the IC Card reader is plugged in and necessary settings are correctly set. (If the customer uses IC Card

login method.)

Screen Features > Screen Device Settings > External Interface Software Settings > Proximity Card Reader

• Make sure that the connection to Ricoh Smart Integration service can be established via internet.

Step2. Confirm the accounts to use the product.

• Ricoh Smart Integration tenant is registered.

• RSI DEVICE ENHANCEMENT product license is under contract.

• Ricoh Smart Integration administrator account (ID/Email address/password) is registered in the tenant.

END



2. Installation and setup of the embedded application via Cloud Settings

Before you start using the RSI DEVICE ENHANCEMENT product, this section will help you with installation steps. Installation is

done by downloading Cloud Settings from Application Site.

Step1. The administrator opens Application Site on the MFP and finds the SI Device Enhancement Add-on installer.

Step2. The administrator installs the SI Device Enhancement add-on components to the device.

Step3. The Cloud Settings icons are now added to the Apps menu and SOP home.

Step 4. The administrator runs the Cloud Settings. The tenant login screen is displayed if the device has not been

registered to RSI tenant. Enter the tenant account information and press Install & Setting.



Step5. By the administrator following the setup wizard, the necessary setups including application installation and

configuration are executed automatically. After the configuration, the device will be restarted automatically.

Step6. IMPORTANT: To enable single-sign-on for Device Enhancement login and SI Apps login, make sure to set the IC

Card/Device Account setting to “Active” in the Workplace portal.

END



3. Batch installation and setup of the embedded application via Device Registration Tool (This feature

is currently not supported in Ricoh US. Proceed to Section 4)

Before using the RSI DEVICE ENHANCEMENT product, this section will help you to understand installation steps. In this scenario

butch installation is covered.

Step 1. The administrator accesses to the Workplace and logs in to his/her PC client.

Step2. The administrator finds the utility download link on the device management top screen then download the file.

Step3. The administrator extracts the downloaded file and runs the Device Registration Tool to start the wizard.



Step4. The administrator selects the region.

Step5. If Proxy is used, enter the necessary information for Proxy authentication. Then check the connection setting.

Step5. Enter the tenant information.



Step6. Specify the device to search.

Step7. Before conducting a batch configuration, the administrator account and SNMP account on the device have to be

configured on Advanced Setting.

Step8. The device list is displayed. Devices selected in this list will be registered to RSI tenant.



Step9. The results of device registration and RSI DEVICE ENHANCEMENT application installation are displayed.

The application has been installed in the device.

END



4. Confirming the result of installation

This section will help you to understand the points to check after installing RSI DEVICE ENHANCEMENT.

Step1. Turn on the device. The following login screen is displayed. If the customer uses IC card login method, the screen right

below is displayed. When either login screen does not appear, please refer to Step2 and Step3 to check the installed

applications and settings.

Step2. Check the installed software.

Screen Features > Software Version List

The following applications can be found in the version list

• Ricoh Smart Integration Authentication

• Ricoh Smart Integration Device Monitoring

• Ricoh Smart Integration Log Transfer

• Ricoh Smart Integration Setup

• Cloud Settings



Step3. Check the authentication setting.

• Make sure that the Custom authentication is enabled.

Machine Features > Administrator Tools > User Authentication Management

If the LDAP authentication is still enabled instead of Custom Authentication, change the value of SDK Certification Device to

00000001.

Service Mode > System SP > SP5-401-230 Access Control SDK Certification Device

• Make sure that Entire is selected for Printer Job Authentication.



• Make sure that None is selected for Available Function for Copier.

• Make sure that None is selected for the Available Function for Printer and nothing is selected for Other Functions.

• Make sure that the all items in Application Authentication Management are enabled.

Machine Features > Application Authentication Management

• Make sure that the “Smart Integration Apps” icon is available on the SOP home.

END



5. Uninstallation

This section will help you to understand uninstallation steps.

Step1. The administrator opens Cloud Settings and press Undo Settings.

Step2. The application is automatically uninstalled.

Step3. When the necessary settings are deleted, the following pop-up is displayed. The device will restart automatically.



Step4. When the device is started, the user authentication screen does not appear. Login with the device administrator

privilege to run Cloud Settings again. Select the Delete Device Information option on the menu.

Step5. By pressing Delete Device Information, a confirmation screen is displayed. Continue the process. After the device

information is deleted from the tenant, the tenant login screen is displayed but PLEASE DO NOT login via this screen. Instead,

press the home button to go to the SOP home.

Step6. Cloud Setting and RSI Setting app are kept in the device in case they are needed for re-installation. If the customer would

like to remove these apps, the device administrator can uninstall them via Application Site. To remove apps, open the

Application Site and press the Admin Menu.



Step7. The uninstallation is possible via the Application List / Uninstallation option.

Step8. After the Uninstall button is pressed, Could Settings and Ricoh Smart Integration Setup are deleted from the device.



6. Troubleshooting

This section will help you to understand the points to check when troubleshoot.

■ Authentication

If an error code is displayed on RSI authentication app, please check the error number.

• For SIE.01-0002, SIE.02-0002, SIE.03-0001 and SIE.05-0002:

Check that the network cable is properly connected or setting at the customer is correctly configured.

• For SIE.02-0001, SIE.02-0004, SIE.02-0005, SIE.05-0001, SIE.05-0004 and SIE.05-0005:

Check if the RSI user account has is correct information, is enabled and not locked. (Ask admin)

• For SIE.01-0003, SIE.02-0003, SIE.03-0002, SIE.04-0002, and SIE.05-0003:

Check that the RSI-Cloud service works correctly on the Status Dashboard. Link to service differs depending on the region. Go

to:

- For RE region:

https://status-eu.mgmt.smart-integration.ricoh.com/ (Document Service-Platform)

- For RUS, RLA, RA regions:

https://status-na.mgmt.smart-integration.ricoh.com (Document Service-Platform)

• For SIE.02-0006:

Check that the login setting for IC Card is enabled on the Workplace. (Ask admin.)

• For SIE.04-0001:

Check that no operation is being conducted when the user logs out. (Ask general user)

• For SIE.01-9999, SIE.02-9999 and SIE.05.9999:

This is an unexpected error. Please escalate the RSI DEVICE ENHANCEMENT to the support section.

■ Secure Print (NOT SUPPORTED IN RUS)

• Secure Print app cannot execute 10 or more print jobs at once

If more than 10 print jobs are selected on Secure Print app, printing cannot be executed due to the Web Browser NX and

SOP system limitations. Please executing only a few jobs at a time. (Ask general user)

• If an error code is displayed while job is being spooled:

• For 13013310:

Check that the necessity of the spooled job. Run the Secure Print app and delete the unnecessary print jobs. (Ask

general user)

• For 15019999,15019997, 15019998,15019000:

Check that the network cable is properly connected or setting at the customer is correctly configured.

• For 85109999:

Check that the Secure Print service works correctly on the Dashboard page. Link to service differs depending on the region.

Go to:

- For RE region:

https://eu.start.ricoh.com/ (Secure Print Service)

https://status-eu.mgmt.smart-integration.ricoh.com/https://status-na.mgmt.smart-integration.ricoh.com/https://eu.start.ricoh.com/




https://www.start.ricoh.com/ (Secure Print Service)

• For 95010002 and 95010003:

Check that the RSI-Cloud service works correctly on the Status Dashboard. Link to service differs depending on the

region. Go to:

- For RE region:

https://status-eu.mgmt.smart-integration.ricoh.com/ (Document Service-Platform)


https://status-na.mgmt.smart-integration.ricoh.com (Document Service-Platform)

• For 95010001:

Check that the Microsoft Office 365 service works correctly. Refer to MS support page. (Ask admin.)

• For 13011005 and 13011006:

Check that the user has a valid license for Secure Print. (Ask admin.)

• For 15013222:

Check that the print data is not too large. The allowed file size is 300MB max. (Ask general user)

■ Device Management

• The search result on the device list shows that no device has been found.

Note: 1 and 2-byte characters are recognized as different characters. A space is also recognized as a character.

■ Reporting

• If the message about the failure of log creation is displayed on the banner of SOP

If the log creation process is failed, the same process starts again when another job is created or when the device is

restarted. If the device stays in this status, check that HDD capacity is not full or that HDD has not broken.

If HDD capacity is full, delete the logs via:

Settings > Machine Features Settings >System Settings > Administrator Tools > Delete All Logs

https://www.start.ricoh.com/https://status-eu.mgmt.smart-integration.ricoh.com/https://status-na.mgmt.smart-integration.ricoh.com/



When the log transfer succeeds, the log data in the device HDD will be deleted.

• If the message about the failure of log transfer is displayed on the banner of SOP

RSI Log Transfer application provides MFD the ability to configure the job log collection settings and instruct MFD to store the

job log in HDD. When a log transfer fails, the process is retried up to three times with 60 second durations. If the log transfer

keeps failing, check that the customer network and the RSI-Cloud service works correctly. Links to platforms differ depending

on the region. Go to:

- For RE region:

https://status-en.dm.eu.smart-integration.ricoh.com (Device Management-Platform)


https://status-en.dm.na.smart-integration.ricoh.com (Device Management-Platform)

https://status-en.dm.eu.smart-integration.ricoh.com/https://status-en.dm.na.smart-integration.ricoh.com/



7. Information Required for Escalation

When you prepare the first EARTH ticket, please include the following information:

• Basic information

• Time of occurrence

• Frequency of occurrence

• Tenant ID

• Customer’s name

• Brief description of the RSI DEVICE ENHANCEMENTue

• Operation procedures and reproduce methods

• Customer environment information (network diagram)

• Device information

• Model name

• Application ID

• Job ID

• Device Log

• Network packet capture

• SC (Service Call) number if you have

• Photo or video that shows error behaviour displayed on the SOP

• Client PC information

• Customer PC environment information that can be obtained from RSInfo.

• Used Web Browser and version

• Network packet capture

• The authentication information, for the port monitor, of the user who has a problem

• The file that has a problem

• PRN file

• Driver log for port monitor from PDLM

• Log for Device Registration Tool

The detail is in Problem Information Form.

END



8. Appendix

• Error messages for authentication

• Login preparation failed screen.

No Error messages Details Error codes

1 Obtaining device registration information was

canceled.

The Cancel button was pressed during

the preparation of the login screen.

SIE.01-0001

2 Device registration information could not be

obtained because an error occurred during

communication with the server.

Please try again or contact your administrator.

Communication error occurred and

authentication method cannot be

obtained.

SIE.01-0002


obtained because an error occurred on the server.


Server error on the RSI-Cloud occurred

and authentication method cannot be

obtained.

SIE.01-0003


obtained because an error occurred on the device.


Other unexpected errors. SIE.01-9999

• Login failed screen.


1 Could not log in because the login information is

invalid.


Wrong User ID / Email address /

Password / PIN code is entered.

SIE.02-0001

2 Could not log in because an error occurred during



Communication error to RSI-Cloud

occurred.

SIE.02-0002

3 Could not log in because an error occurred on

the server.


Server error on the RSI-Cloud occurred. SIE.02-0003

4 Could not log in because the account is locked.


The user account is being lock out. SIE.02-0004

5 Could not log in because the account is disabled.


The user account is disabled. SIE.02-0005

6 Could not log in because the IC card setting is

disabled.


Login setting is disabled on the

Workplace.

SIE.02-0006

7 Could not log in because an error occurred on the

device.





• Login failed screen (Emergency).


1 Could not log in because an error occurred during


Log in using emergency mode.

Some functions can be used.

Communication error occurred. SIE.03-0001


server.



Server error on the RSI-Cloud occurred.

SIE.03-0002

• Logout Screen


1 Could not log out because a scan job, etc. is

running.


Locked the logout due to other functions

such as scanning job is being executed.

SIE.04-0001


server.



Server error on the RSI-Cloud occurred.

SIE.04-0002

• Login failed Screen (IC Card)


1 Could not register the IC card because the login

information is invalid.


Wrong User ID / Email address /

Password is entered.

SIE.05-0001

2 Could not register the IC card because an error

occurred during communication with the server.


Communication error to RSI-Cloud

occurred.

SIE.05-0002


occurred on the server.


Server error on the RSI-Cloud occurred. SIE.05-0003

4 Could not register the IC card because the account

is locked.


The user account is being lock out. SIE.05-0004

5 Could not register the IC card because the account

is disabled.


The user account is disabled. SIE.05-0005




occurred on the device.



■ Error messages for port monitor

RSI DEVICE ENHANCEMENT Port Monitor is v2.0 however this is developed based on the Flex Release print service.

No Error messages Details Error codes Available

version from

1 Uploading file size must be up to

300MB

When trying to upload a file larger

than 300MB

15013222 v1.1

2 A communication error has occurred. When a communication error other

than 15019997 or 15019998 occurs.

15019999 v1.1

3 The service is not available. If there is no query code in the server

response or

When an unknown error occurs

85109999 v1.1

4 Up to 50 files could be registered. When the number of accumulated

documents exceeds 50.

13013310 v1.1

5 You do not have the authority to use

the service.

If you do not have the right to use the

service (without license)

13011005 v1.3

6 You do not have the authority to use

the service.

If you do not have the right to use

service (no right)

13011006 v1.3

7 Failed to upload the file. When an error occurs in a server and

a query code is returned

*Depend on

the cases

v1.1

8 Failed to upload the file. If an internal error occurs during

document registration

15019000 v1.1

9 Not connected to the network. When not connected to the network

such as LAN disconnection.

Otherwise, if the server name can not

be resolved

15019998 v1.1

10 A timeout has occurred. When timeout occurs during

communication

15019997 v1.1

11 Failed to login. Contact the

administrator.

When login failed with Windows

logon information. Not used on RSI

DEVICE ENHANCEMENT.

*Depend on

the cases

v1.4

12 Log on again to Windows as a

domain user.

When "Use Windows logon

information" is checked but you are

not logged on as a domain user. Not

used on RSI DEVICE ENHANCEMENT.

15013103 v1.4



13 A system error has occurred. When failing to obtain the URL of the

authentication screen of Office 365

95010001

v2.0

14 A system error has occurred. If you receive an error that there is no

key by AUT.

95010002 v2.0

15 A system error has occurred. When an error of incorrect

parameter is returned by AUT

95010003 v2.0

16 Failed to log in.
Invalid login

information or locked

account.
Please try again or

contact your administrator.

If Office 365 authentication fails. *Depend on

the cases

v2.0

END

rsi device enhancement - ricoh smart integration · 2020. 3. 20. · an administrator of rsi device...

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