Knowledge Base

Dell Toner Monitoring & Print Page Services




Table of Contents:

  1. Service Overview
  2. Service Comparison
  3. Service Details
  4. Remote Monitoring Tools
  5. Xerox Device Agent Installation
  6. Uninstall The Xerox Device Agent
  7. Configure The Xerox Device Agent
  8. FMP (Fleet Management Portal) Overview
  9. General Troubleshooting
  10. Missing Devices In XDA
  11. Xerox Device Agent User's Guide
  12. Dell Contact Details

This article provides information on the Dell Toner Monitoring & Print Page Service


1. Service Overview

Dell Print Services may include one or more of the following attributes:

  • Supplies (Toner, Drum, Waste Toner Basket)
  • Remote monitoring or printer supplies
  • Monthly customer billing

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2. Service Comparison

Offering Dell Toner Monitoring Service Dell Print Page Service
Customer Benefit Convenience, Fixed toner discount, Just in time toners & No hidden costs Convenience, Control print costs, In time supplies delivery
Support Service Pro-Support in US, varies in EMEA Pro-Support in US, varies in EMEA

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3. Service Details

Dell Toner Monitoring Service
Simplified toner replenishment service designed to provide convenience and peace of mind in managing print supplies so you can focus on what matters for your business

Simply print whenever needed Gain control and maximize a budget Focus on what matters for a business
Proactive monitoring of toner levels with in-time Dell original supplies replenishment helps reduce downtime and keep your printers up and running whenever you need to print No upfront minimum payment, no recurring service charge and no cancellation charges

Enjoy savings with fixed discounted supply prices during contract period (up to 10% lower than list price at point of purchase)

Pay-as-you use with charges based on per toner cartridge replenished for each printer and not more

Improve control of expenditures with timely replenishment avoiding premium delivery and rush charges. Improve transparency of print supplies expenditures with monthly billing statements (US Only)
Free up staff resources with reduced printer downtime and supplies ordering tasks and focus on improving print usage and expenditures

Be productive over long term with easy and convenient one-time activation of toner supply replenishment

Email support comes with service plan. Dell Pro-Support customers can enjoy helpdesk support

Dell Print Page Service
Simplified pay-per-print service designed to provide peace of mind and maximize savings

Custom fit and simply print whenever needed Gain control and maximize a budget Focus on what matters for a business
Optional remote print fleet audit provides fact-based information for recommended printer fleet package designed to meet your office printing needs

Proactive monitoring of toner levels with in-time supplies replenishment helps reduce downtime and keep your printers up and running whenever you need to print
Montly base charge plus pay per print charge only when exceeding monthly page volume included in the base charge

No hidden cost and cancellation charges (only pay for last toner shipped)

Enjoy lower cost per page (up to 15% savings compared to Dell highest yield toner cost per page for some printer model on non-contract basis)

Improve control of expenditures with cost per page payments and track usage with web portal

Improve transparency of print supplies expenditures with monthly billing statements based on print usage
Be productive over long term with easy and convenient one-time service activation

Free up staff resources with reduced printer downtime and supplies ordering tasks and focus on improving print usage and expenditures

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4. Remote Monitoring Tools

Xerox Device Agent, is a remote monitoring software application. The XDA gets installed in the customer's environment and configured to scan the network for devices. XDA will continually poll each device for meter reads and status and send that information to backend database XSM (Xerox Service Manager). This information will in turn be able to be viewed by the service providers and customer via Fleet Management Portal.

Direct-connected printers are not supported under Dell Toner Monitoring Service and Dell Print Page Service

The Customer must download and install the Print device agent (XDA) software provided to the Customer by email after purchase of the Dell Print Page Service or Dell Toner Monitoring Service. Customer should install the Software on a server or network-connected PC. The Software collects and reports data to backend Xerox Data center (XSM) on selected print devices located on the Customer's network and monitors the Customer's printer supplies level.

Xerox Device Agent
Xerox Device Agent (XDA) allows you to manage printing devices over the network. The application finds printers, displays their statuses, automatically collects meters from the printers, submits the meter reads, and allows for remote management of the printers.

Hardware and Software Requirements
Before you can start using the client software, you must ensure that the following requirements are met:

Operating System (32-bit and 64-bit)

  • Windows® XP Professional with Service Pack 3
  • Windows Server® 2003 with Service Pack 2
  • Windows Server® 2008 with Service Pack 1 and 2008 R2 with Service Pack 1
  • Windows Server® 2012
  • Windows® 7 Professional and Ultimate
  • Windows® 8
  • Windows Vista® Service Pack 2 Professional and Ultimate
  • Microsoft® .NET framework 3.5 with Service Pack 1 installed
  • Windows® 2008 r2 Domain Controller support

Memory
  • 512 MB RAM (1 GB Recommended) for Windows® XP and Windows Server® 2003
  • 1 GB RAM (1.5 GB Recommended) for Windows Vista®, Windows® 7 Professional, Windows® 8, Windows Server® 2008, 2008 R2, 2012, and Windows® 2003, 2008, 2008 r2, 2012 Domain Controller support

Processor
  • 1.7 GHz processor or better

Hard Disk
  • Minimum free space is approximately 380 MB, where 280 MB of that is for the Microsoft.NET 3.5 SP1 framework software, if not previously installed

Minimum Resolution
  • 1024x768

Permissions
  • You must install the application software on the client computer using the administrative account or an account with administrative privileges

Internet Connection
  • Required
We recommend that you update your host computers with the latest critical patches and service releases from Microsoft Corporation The Network Transmission Control Protocol/Internet Protocol (TCP/IP) must be loaded and operational Requires SNMP-enabled devices and the ability to route SNMP over the network. It is not required to enable SNMP on the computer where XDA will be installed or any other network computers You must install Microsoft®.NET 3.5 SP1 before you install the application The application should not be installed on a PC where other SNMP-based applications or other Xerox printer management tools are installed, since they may interfere with each others' operations

Database Requirements
  • The application installs SQL Server 2005 Compact Edition (SQL CE) database engine and database files that store printer data and application settings within the installation directory. No database licensing is necessary for the application

Unsupported Configurations
  • Installation of the application on a computer with another Xerox device management application, such as Xerox Device Manager (XDM)
  • Any version of Macintosh® operating system, UNIX® operating systems, Linux® operating systems, Windows NT® 4.0, Windows Media® Center, and Windows® 2000
  • This application has only been tested on VMware® Lab Manager/workstation environment; other virtual environments are not supported
Direct-connected printers are not supported under Dell Toner Monitoring Service and Dell Print Page Service

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5. Xerox Device Agent Installation

Before installation, make sure that you disable the Sleep and Hibernation modes on any machines that will be running the application in order to allow the application to collect and transmit meter information. You must be logged in as an administrator in order to install the application
If you do not have Microsoft® .NET 3.5 SP1, the installer will display an error message that prompts you to install .NET 3.5 SP1 before you can continue with installation. You can download the .NET 3.5 SP1 framework from the Microsoft Web site. Click the Cancel button to cancel the installation process at any time.
If you are performing a manual update of the application and you have the current version of the application open, you will be prompted to accept the EULA. You will only see this prompt if the EULA has changed since the last software release To continue the installation, you must select the "I am authorized to accept" and accept the terms of the license agreement radio button, and click Next. To cancel the installation on this screen, click Cancel. To return to the previous screen, click Back
If you are installing the application on an operating system in a language other than English where the "Program Files" directory name is localized, you will notice that the default installation path displayed in the installer is indicated in English. The application, however, will install at the correct localized directory for your selected language.
  • Double-click the installation file. The Select Language screen opens
    • To continue the installation process, click Install. When the file download finishes, the License Agreement displays
    • Click View Readme to review the Readme file
    • Accept or reject the agreement

  • If you are upgrading from a previous version of the application or you had a previous version of the application installed and you did not remove the database when uninstalling, you will see the Database Options screen
    • Select the Use Existing Database optionif you want to upgrade using the information from your current database. Use this setting if the last installation was for the same account and if it was configured as desired for the new installation

  • Select the Create New Database option if you want to create a new database. If you select this option, the application will back up your current database, but you will need to configure the application and search for printers again in order to populate your new database. Use this setting if the account used for the previous installation is unknown, different than the new account or configuration, or if you want to start with a clean installation with default settings
  • Once you have made your selection, click install
  • The Installation Options screen opens, allowing you to change the default installation folder and enable or disable the desktop icon. the Add icon to desktop check box is slected by default
  • To accept the default location for the Destination folder, click Next (Recommended)
  • To change the default location, click Change
    • The Browse for Folder dialog box opens
    • Navigate to and select the desired folder or create a new one. Click OK. The dialog box will close. You cannot install the application in the root directory
    • You are now back at the Installation Options creen, click Next

  • To launch the application immediately, leave the checkbox saying "Launch Xerox Device Agent Now" selected, and click Finish (Recommended). The Configuration Wizard will open.
  • To launch the application later, de-select the checkbox and click Finish. See the Registration section in Configuration for more information
  • The Installing Xerox Device Agent screen opens, indicating the progress of the installation
If other applications are running on your computer, you may experience a delay from the time installation concludes and the Configuration Wizard begins. See the Registration section in Configuration for more information
If other applications are running on your computer, you may experience a delay from the time installation concludes and the Configuration Wizard begins. See the Registration section in Configuration for more information

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6. Uninstall The Xerox Device Agent

If you decide to uninstall the application, you will see the Uninstall Options Screen

  • Select Do No remove the database if you would like to preserve your current database for use with your next installation of the application
  • Select Remove the database if you do not need to preserve your current settings for a future installation. This setting will remove the active database and any future installation will create a new database at the time of installation. If there were any databases backed up during the installation as part of the Database Options, they will not be removed
  • After you have made your selection, click Continue

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7. Configure The Xerox Device Agent

In order to run the application, you must complete the Configuration Wizard after installation according to your site requirements. In the Configuration Wizard, you only need to enter a minimum set of requirements in order to successfully use the application

The Configuration Wizard is divided into three sections:

  • Register The Account: Enables communication between the application and Xerox Services Manager (XSM)
  • Search For Printers: Allows you to find a printer or printers that you want the application to manage and monitor
  • Completed: Indicates that you have configured the application successfully

Register the Account

Sales Operation team will send a welcome notification to the customer with a link to download the XDA tool and Registration key

In the Register the Account Section, you can:

  • Enter the administrator name, phone number, and e-mail address
  • Enter the application registration information
  • Modify the system name if applicable
  • Validate the default registration URL that is displayed, and modify if necessary
  • Configure proxy server and security settings for Internet connectivity
  • Modify synchronization settings if applicable

Access the Configuration Wizard
If you chose to launch the application immediately after installation, the Install Completed screen will close, and the Configuration Wizard starts automatically. If you did not launch the application immediately after installation, you can now access the Configuration Wizard the following ways:

You will not be allowed to access the application if you have not completed the Configuration Wizard. Each time you open the application, the Configuration Wizard will open and will continue to pop up until you complete it successfully.

User Browser Settings (Internet Explorer): By default, this option is selected, allowing you to use the browser settings of the computer where the application is installed in order to access the Internet.

No Proxy Server: Select this option if you connect to the Internet directly

Specified: Select this option to configure your proxy server settings manually in order to access the Internet

If you need to use bypass addresses, you must select Specified

Once you have selected a proxy server option, click Test. A dialog box opens, showing the communication status with the following:

"GET" Community Names: The "GET" Community names are used to retrieve information from networked printers. To ensure a proper printer search, efficient status retrieval, and data collection, you must set the correct "GET" values in this dialog box. The default setting for the SNMP "GET" community name is "public". Go to the "GET" community names section of the Advanced Communication Properties screen.

  • In the "GET" Community name section, click New and enter a new name
  • Click OK to return to the first screen of the Search for Printers section
  • Modify other settings in this dialog box, or click OK to return to the Search Settings window

"SET" Community Names: "SET" community names are used to configure parameters on networked printers. To reset the printers, you must configure the correct "SET" names. The default settings for the SNMP "SET" community name are "internal", "private", and "public". Go to the "SET" community names section of the Advanced Communication Properties screen.

  • In the "SET" community name section, click New and enter a new name
  • Modify other settings in this dialog box, or click OK to return to the Search Settings window

Communication Settings: allows you to set a limit on timeouts and number or retries for printer searches. Go to the Communications Settings section of the Advanced Communication Properties screen.

  • From the Timeout drop-down list, select a number to identify the number of seconds
  • From the Retries drop-down list, select a number
  • Modify other settings in this dialog box, or click OK to return to the Search Settings window

Schedule: allows you to modify how often the application performs a printer search. Click the Search tab of the Advanced Communication Properties screen.

  • Locate the Schedule section
  • Select one of the following options:
    • Select the Never radio button to disable scheduling
    • Modify other settings in this dialog box, or click OK to return to the Search Settings window

Manufacturer Applicability: select whether or not you want your printer search to include all printers or just Xerox printers.

  • Click Search tab
  • Locate the Manufacturer Applicability section
  • Select All Network Printers and All Queue Connected Printers or Only Xerox Network Printers and All Queue Connected Printers
  • Modify other settings in this dialog box, or click OK to return to the Search Settings window
Retrieve Advanced Printer Information:
  • Select the check box to retrieve advanced printer information such as tray levels, bin levels, and supply information when the printer is initially discovered
  • Click OK to return to the Search Settings window
  • Click Next to continue to the Search for Printers section of the configuration Wizard

If the IP addresses in your new search overlap any existing IP addresses in the Current Searches list, the application will display the red exclamation point icon indicating that you cannot add the new IP address.

  • To fix this error, go to the Current Searches lists, click Delete or Delete All and search again for the new addresses

Search For Printers
After you have completed registration successfully, the first screen of the Search for Printers section opens, indicating the progress of your printer search

Note: The Printer Search may take several minutes, depending on the search type, configuration, and number of potential networked devices

As the application attempts to complete the printer search, you will see one of two statuses in the Search for Printers section of the screen: failed or successful.

Failed Printer Search: If the printer search fails to find any printers, the second screen of the Search for Printers section will display a warning icon and message.

  • Use one or more of the following methods to investigate the failed printer search:
    • Verify that all your printers are online, and click Search Again
    • Verify that SNMP is enabled on the printers
    • Verify that SNMP community names configured on the application match those on the printers
    • Verify that SNMP traffic is not being blocked on your network
    • Skip the printer search at this point, and form the Actions menu, click the Add Printer Wizard to do a one-off printer search. See the Printers area for more information
    • Click Single Address to add the IP address of a known printer
    • Ping the IP address of the printer from the computer on which the application is running

  • If the application still is unable to find any printers, click Back to return to the first screen of the Search for Printers section, verify and/or adjust your search criteria, and start another search
  • If you exhaust these options and cannot find any printers, contact Dell Technical Support

Successful Printer Search: When the printer search is completed, the Search Results screen will display a check mark icon and the number of discovered printers.

  • To complete the configuration, click Next. The progress screen displays the communication settings status.
  • Click Finish to close the Configuration Wizard and open the application user interface

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8. FMP (Fleet Management Portal) Overview

Fleet Management Portal
The Fleet management Portal (FMP) provides key users within your organization with real-time information regarding their printer and MFD fleet.

The portal allows authorized users to view and submit print related tickets (also known as Incidents) such as poor quality output or other issues relating to print output. Because the service you receive is built upon a proactive, remote monitoring solution, only faults that are not registered and recorded automatically by the device should be manually reported to the service center either by phone or e-mail or online via the portal.

FMP also provides other capabilities, such as the ability to submit Meter Reads where they cannot be obtained automatically and to submit Supply Orders.

Printers
One of the most important panels offered by FMP is the Printers Panel. It allows users to get a user-friendly view of the current state of their printer fleet. it uses a dashboard-style interface allowing the key data for each device to be viewed and understood very quickly and easily.

Filters can be set to define whether In Scope or Out Of Scope devices, or both, are displayed. If desired, only newly discovered devices can be displayed. Users can also filter to show only devices in a particular condition e.g. only those with a Warning or Error state. Finally filters can be set based on the status of Incidents/Tickets for the printers.

Status - Information about the identity and status of the printer

Consumables - Information about the level of the relevant consumables for the printer

Information - General information retrieved from the printer

Usage Counters - The current values for the various Meters that are provided by the printer

Features - The various capabilities of the printer and the services provided

  • To access this from the FMP homepage, either click on the Printers tabor click on the Printers link in the Printers Control Panel
    • You can filter the printers displayed in the printers grid in various ways:
    • The fields shown in the printers grid can be changed or used for sorting the printers displayed and the column order can be amended
    • You can group the data in the printers grid by a particular field using the Group By This Field command in the column header
    • The Find function allows users to search for printers based on a particular field
    • By clicking on a device from the printers dashboard, you will be able to get more detailed data for that device. Various tabs at the top of the screen allow users to get printer information as described below.
If you decide to uninstall the application, you will see the Uninstall Options Screen

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9. General Troubleshooting

The following information is a reference guide for technical support to perform/diagnose customer issues.

  • Stopping the service from the application Service Control Manager does not clear XDA.service.exe from the Windows® Task Manager for approximately 15 seconds because the Windows Task Manager responds by taking XDA.exe CPU usage to '00' while the .exe is still consuming memory.
  • The application does not support fast user switching mode in Windows®, so administrators must configure Windows® to require logging off before another user is able to log back in.
  • When installing the application on a computer that runs Cisco® Security Agent software, the administrator must update the security policy to allow the application processes, Xda.Service.exe and Xda.Shell.exe, to run normally
  • For all printers, the DNS Name field in the Printer Properties screen will initially be blank until the application runs the next import, which populates the field. This issue occurs because the application completes printer search quicker than the DNS resolution.
  • The application will skip the Printer Search if you select a date that does not exist for a particular month in the Advanced Communications Properties screen. For example, go to Settings>Search>Settings>Advanced, select Month(s) from the Every drop-down menu, and select 31 from the Date drop-down menu. When configured this way, the application will skip the run date for months that do not have 31 days, such as February, but it will run the printer search again for the next month when the date becomes valid, such as March 31.
  • On rare occasions, the application may experience some minor database corruption that requires it to close. If you experience this problem, shut down and restart your computer. Upon startup, the application will attempt to repair the database and if the repair is successful, the application will operate normally.
  • If you have initiated a single printer search using the Add Printer Wizard, you cannot cancel out of the process if the IP or DNS name corresponds to a valid printer. The only way to remove the printer is to delete it after the search is complete.
  • When the screen saver is active, the application will display the popup alerts in front of the screen saver.
  • When you set the Task bar to auto-hide, the application does not display the popup message next to the bottom edge of the screen.
  • When the IP address of a printer changes, the application will assign that printer a status of No Answer from device, preventing a printer's meter reads from being collected. You cannot correct this status by clicking Refresh or by polling the printer in the Printer Properties page. In order for the application to collect meter reads, you must perform a printer search to find the new IP address of the printer.
  • Changing the subnet mask on the host computer will not change the default subnet mask in the application without restarting the UI and service. Below are the steps for this.
    • The application is installed on a host with a subnet mask of 255.255.255.0.
    • Change search to display 255.255.255.0 as the default subnet mask for subnet searches.
    • Host machine's subnet mask address is changed to 255.255.252.0.
    • The application continues to display 255.255.255.0 as the default subnet mask for subnet searches until the UI and Service are restarted or the host is rebooted.
  • In the Proxy Server screen of the Registration section in the Configuration Wizard, when you select Use Browser Settings (Internet Explorer®), the application does not pre-populate the Exception area with all bypass information from the browser as is expected.
  • The application only includes meter reads in CSV-exports for printers where the application has performed a Status Read.
  • In the Configuration Wizard, if you select Default Search, and click Next, the application will begin searching for printers. If you decide that you want to switch to the No Search option after you make your selection, the application will not stop the already-running search. Instead, it will find the printers in the local subnet and display them in the Dashboard view. You will have to manually delete the printers from the application by selecting them and using the Delete Printer option.
  • If you are attempting to launch a printer Web page for an IPv6 printer from the Printer Details page using a browser that is configured to use a proxy, your browser proxy bypass list must include the printer IPv6 address or the IPv6 prefix. Without this browser configuration, you will not be able to access the printer Web page.
  • Proxy configuration via script and proxy check box is not supported within the application user interface or within the Internet Explorer® (IE) settings. If you are using a script or automatic within the IE settings, please specify the proxy within the Advanced Proxy options of the application.
  • XDA installation can be broken down into three phases:
  • Application installation
  • Xerox Services Manager (XSM) Registration
  • Data Export and XSM Synchronization

Application Installation Issues
You should always reference the XDA Certification Guide for the version of XDA being installed before installation. If the system is still giving errors, please check the following:

  • Check that the PC on which you are installing meets the minimum specification required.
  • Make sure that you have a supported version of .NET Framework installed. Please note that XDA 3.7.23 support for XP3 sp3 and Windows Server 2003 sp2 requires Microsoft .NET Framework 3.5 Service Pack 1.
  • Check you have rights to install a program. The account used for installation must have Administrator rights for the PC on which it is being installed.
  • Check the system for potential application that may conflict with the installation. You can check using the relevant Windows utilities such as Add\Remove programs, Services and Msconfig. There are very likely to be issues during the XDA installation if there is an installation of any version of SQL Server, or other SQL application, on the PC prior to installing XDA. Any installations of SQL should be removed and the installation restarted. If SQL cannot be removed then an alternative PC that does not run a SQL application must be used.
  • Check that the PC being used is not a Domain Controller and does not have strict security controls applied. XDA will not install on a domain controller and other non-standard security controls may also cause issues.
  • Check that internet access is available and https traffic to port 443 is enabled. The XDA installation file that is downloaded from Xerox Print Services Sales Tool (XPSST) needs to retrieve further installation files from an internet location and so the installation will fail quite quickly if it cannot retrieve those files.
  • Check the WMI services is running and has no errors. (wmimgmt.msc). XDA is dependent on this service and will reference it on install. Follow Microsoft TechNet to resolve any errors by deleting or restoring the data files. (C:\Windows\system32\wbem).

After making changes that may have caused a previous install to fail, uninstall XDA and reboot the system. After a clean reboot attempt to reinstall.

It is always worth checking the XDA logs to see any issues they may include. The install log is named xda.service.InstallLog. The exact location will depend on the operations system in use and how XDA was branded in PSST. It could be of the form C:\Program Files\xerox\Xerox Device Agent\bin\ or C:\Program Files\Global Test\bin. If you cannot find it then search the Program Files directory for xda.service.InstallLog. Another useful source of information if there are installation issues are the Windows Event logs.

Registration Issues

If the tool installation completes then the next phase is registration with Xerox Services Manager (XSM) via the Configuration Wizard. If the registration process fails, here are some things to check:

If the test fails, the Proxy and Network setting needs to be verified

  • Check you have the correct registration details. URL, Account Registration Key and Sub-Account Registration Key (Chargeback Code). All of these are provided by XPSST in the Device Tools\XDA page. Note that you will only be asked to enter the Sub-Account Registration Key if XDA is able to communicate with XSM.
  • Did the Connection and Proxy test pass?
    • Check Antivirus Software is not restricting access to internet (HTTPS using port 443).
    • Check local security settings do not restrict access. (Active Directory).
    • Check whether the customer network require authentication to access the internet.
    • Check that the customer firewall does not block HTTPS communication on port 443.
    • Check whether the customer requires proxy authentication to connect to the internet? Make sure the proxy settings for the registration are set appropriately depending on this.
    • If a Proxy is involved in internet access, check the logged in user has rights to use it. The proxy logs can be reviewed to check this.
    • XDA provides a very useful test tool to check proxy access. It can be found in the bin folder of the XDA installation directory.
    • Just enter the XSM URL in the Secure Https Test section and the appropriate proxy details and then choose the "Secure Https Test" command. The Windows event logs again often provide useful information and can be easily obtained as described above or can be viewed using the Windows Event Viewer tool.

Troubleshooting Export and Synchronize

The third phase of the XDA installation and registration process is the export of data from XSM and synchronization of XDA with XSM. If your XDA has registered successfully then issues in this phase should be rare.

  • If exports or synchronization fails then press the back button and retry. On the 3rd attempt wait 5 minutes. If the problem continues, stop and restart the XDA service (XDA Service) and run the Configuration Wizard again
  • There can be network rights issue on pushing data out of the network. This is normally controlled by a Hardware proxy but can be Active Directory related. The proxy logs should help you identify the problem or you may need to review the sites Active Directory security setup. You will always need local IT support with this problem.
  • Again the Windows event log can be a very useful source of information but with errors in this area you do not always see an entry.

Escalating Issues

If the above guidance does not help to get XDA installed and working correctly then you should escalate to your designated support channel. You should provide the following information as a minimum:

XDA provides a useful tool for copying these logs called LogCopier.exe which is located in the bin directory of the XDA installation folder e.g. at C:\Program Files\XDA\bin or equivalent (exact directory will depend on operating system used and branding).


The version of XDA you are installing.

  • The operating system used by the PC on which the install is taking place.
  • Which of the steps above have been followed and a summary of the results.
  • The installation log (xda.service.InstallLog from the bin folder of the installation directory) if one exists.
  • The windows event logs, preferably in a zip file (if zip files can be e-mailed).
  • The registration information used: URL, Account Registration Key and Sub-Account Registration Key.

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10. Missing Devices In Xerox Device Agent

This section looks in more detail on how to check which of the potential issues covered in the Introduction are actually the problem and what can be done about it.

  • Device is not switched on when discovery runs
  • Device is not currently on an IP address within the configured discovery ranges
  • SNMP is not enabled on the device
  • SNMP is not routed to the subnet where the device is located
  • The device is too busy to answer SNMP calls from XDA
  • The device is connected to network via a Print Server or External RIP that is not responding to SNMP
  • The device does not support SNMP at all
  • The SNMP Community Names of the devices are set to a Non-Standard Name
  • The devices are configured to use SNMP V3

Device is not switched on when discovery runs

Before trying Ping, the policy on the routing of ICMP packets should be checked with the relevant IT group. If ICMP is not routed to any parts of the network then there will be no point trying to use Ping for machines on that part of the network. If routing is variable then it will be worth trying as it is simple to do and provides very useful feedback.

Whether or not the device is available and reachable from the XDA server may be determined by using Ping command from a Command Prompt window on the PC running XDA

  • At the command prompt type [ping] and hit Enter
  • If the device does not respond to a Ping then you should discuss why with the client's IT department. if it does then try running the discovery again immediately. It might also be a good idea to make sure that generally the discovery runs during the working day in case devices are switched off over night.

Device is not currently on an IP address within the configured discovery ranges

  • Obtain the current IP address of the device in question. Check whether the IP address is in the XDA Discovery ranges. To check the Discovery Ranges in XDA, in the XDA window choose the "Settings" item in the bottom left and then the "Search" option in the top left.
  • Then choose "Change Setting"
  • If the current IP address of the device is not included in the "Current Searches" then amend the ranges defined to include it, or just add the individual IP address. The same check and edit can be done remotely using Xerox Services Manager:
  • If desired you can force a discovery to run immediately from either XDA or XSM

SNMP is not enabled on the device

  • For many device models it is possible to disable SNMP at the device. How to check that SNMP is enabled varies from model to model.
  • For other models check the device documentation to find where to check and edit the SNMP settings

SNMP is not routed to the subnet where the device is located

  • It is possible that the IP address for the device is on a subnet to which SNMP is not routed . First check to see if XDA is able to communicate with other devices that are on the same subnet as the device not discovered. If other devices on the same subnet have been discovered then SNMP routing is most likely not the issue
  • If there are no other devices on that subnet that XDA has discovered then it might be worth using some other SNMP tool to see if it is able to contact the device. There are a number of free SNMP tools available

The device is too busy to answer SNMP calls from XDA

  • Occasionally a device can be too busy to respond to XDA so it may be worth trying the discovery again at a later time. Alternatively the discovery settings can be changed to increase the chances of a device response. Go to the Search Settings and choose the "Advanced" button.
  • Increase the Communication Settings so XDA waits longer for a device response (Timeout) and makes more attempts to get a response before giving up (Retries).

The device is connected to a network via a Print Server or External RIP that is not responding to SNMP

Sometimes print devices are connected to a network using a Print Server(or network connectivity box) such as a Jet Direct, MarkNet or Axis server. These are most commonly used when the printer does not have a network capability built-in. In these cases the IP address is for the Print Server and not the print device. These servers often have an SNMP capability and can respond to XDA in a similar way to a networked printer. If XDA is not able to discover a device connected to a Print Server, it is worth checking that the Print Server has an SNMP capability and make sure the capability is enabled. Having multiple printers connected to a network through a single Print Server normally means that only data for the first printer connected is available.

A variant on this that is common for Production Printers is that the printer is connected to the network via an external RIP e.g. from Fiery or Scitex. Normally these provide an SNMP capability (though often quite limited) and will respond to XDA but if they do not then it is worth checking that there is SNMP Support and that it is enabled.

The device does not support SNMP at all

It is very unlikely that any networked print device purchased in the last 10 years will not support SNMP sufficiently to be discovered by XDA. However, SNMP support should be checked in the device documentation to be sure if the device is not discovered by XDA and the device does not show any settings for SNMP. However, it is much more likely that one of the reasons covered in this document is the issue.

The SNMP Community Names of the devices are set to a Non-Standard Name

Versions of SNMP prior to V3 have a security measure built-in based around community names. Read (Get) and Write (Set) community names are defined for each device and only external software that knows the community names is able to communicate with the device. The standard community names of "public" and "private" are rarely changed by customers and these names are supported as default by XDA. If any other names are set in the devices then the other names must be added to the XDA configuration or the devices will not be discovered and cannot be managed.

Whilst changing the community names is a reasonable thing to want to do and should be supported by Xerox and our Partners if it is the customer's wish, the use of many different community names should be strongly discouraged as each additional name has a considerable performance penalty as regards XDA processing and network bandwidth use.

  • If non-standard community names have been used for print devices then XDA must be edited to use those names. Go to the screen to change Search Settings.
  • Select the Advanced button
  • And edit the community names appropriately (remembering that Community Names are case-sensitive so XeroxPublic is not the same name as xeroxpublic)
  • It is generally advisable to leave the standard Public and Private community name as new devices will have those names by default.

The devices are configured to use SNMP V3

SNMP V3 is a more secure version of SNMP . Not all print devices support it but an increasing number do. However, it is not used widely as although it offers increased security, it also requires more administration and management and as SNMP is chiefly used only within a customer's intranet and not externally, many customers decide the additional security is not necessary.

XDA does not support SNMP V3 at all. If the customer insists on using SNMP V3 for print devices in an XPS/XPPS deal then contact your local Xerox group to discuss the matter as there may be a way of handling the requirement by use of an alternative tool to XDA.


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11. Xerox Device Agent User's Guide

Click here to download the Xerox Device Agent User's Guide


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12. Dell Contact Details

Note: You will need to have your Express Service Code or Service Tag ready

Countries Standard ProSupport
US (for Small Business, 1-499 employees)

(for Large Enterprise & Public Sector)
UK 0800-028-2660 0844-444-3844
France 0825 387 270 0825 004 686
Germany 069 9792 7200 069 9792 2064

If you have any other questions, please contact Dell Technical Support.



Article ID: SLN287152

Last Date Modified: 02/09/2017 10:30 AM


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