Device Reconnection

Device Reconnection

If your device/server stops communicating with our Device Management Service, the interruption means we are unable to capture accurate meter reading data, trigger automatic consumables replenishment or provide proactive support services for your device, causing disruption to these services.

We are committed to successfully fulfilling the delivery of the Device Management Service & improving your experience, we ask for your cooperation to ensure your devices remain consistently connected.

The effected RDS version on your server or the Device serial number will be referenced in the email you have received.

If your device has stopped communicating with us, please follow the instructions in the 'Device has stopped communicating' section below.

If your server has stopped communicating with us, please follow the instructions in the 'Server has stopped communicating' section below.

If you have any issues, please Contact Canon Support

Device has stopped communicating

How to do a communications test on your device

Please complete the following simple communications test on your device to ensure it is reporting with us. Please select the correct device type that applies to you.

imageRUNNER Advance /iR ADV Machine

1) On the Control Panel, press the [123] button.

Embedded_device_image02

2) Select [Monitoring Service]

Embedded_device_image03

3) Select [Communication Test]

Embedded_device_image04

4) Select [Start Test]

Embedded_device_image05

If you have any issues completing the communications test, please contact Canon Support.

If “Communication was successful” is displayed, the device is now communicating with the eMaintenance server and no further action is required.

If the communication is unsuccessful, an error code will be displayed, please go to the “Communications Test has resulted in error” Section.

imageRUNNER (Non Advanced) /LBP/MF Machine

1) On the device screen, select [Check Counter]

Embedded_device_image06

2) In the Monitoring Service Menu, Select [Communication Test]

Embedded_device_image07

Embedded_device_image08

3) When it asks if you want to allow information to be sent to the sever, please select [Yes]

Embedded_device_image09

If you have any issues completing the communications test, please contact Canon Support.

If “Communication was successful” is displayed, the device is now communicating with the eMaintenance server and no further action is required.

If the communication is unsuccessful, an error code will be displayed, please go to the “Communications Test has resulted in error” Section.

Communication Test has resulted in an error

If your device cannot communicate with Canon then the Communication Test will return an error code.

If any changes have been made to your device or network, please restart the device, and complete another communications test.

Your device is busy (error code ends in 0304 or 2000)

Please wait 5 minutes and retry the test. If you get the same error, please restart the device, and try the test again.

Check the Date and Time on your device

If the date and time are incorrect, the machine will have problems communicating with our Device Management Service.

Ask your IT Department to check the Network Connection

a. Perform a Ping command from Command Prompt “ping ‘device IPADDRESS”
b. Connect to the Remote User Interface RUI via browser “link”

Advance series : https://oip.manual.canon/USRMA-6097-zz-CS-3800-enGB/contents/devu-mcn_mng-rui-strt.html#319_h1_01
LBP series : https://oip.manual.canon/USRMA-0699-zz-SS-enGB/contents/SS352_remoteui_122startingremoteui.html#10010000

If the Device is Reachable

1. Check the settings on the device via RUI (Gateway -DNS - Proxy and Authentication if Used)
2. Connect to RUI via browser as Administrator
3. Select Setting/Registration
4. Select Network Setting
5. Select Network IPv4 Settings
6. Check the Gateway and the DNS settings if are correct
7. Select Proxy Settings (if Used)
8. Check if “Use Proxy” is set or is “ON”
9. Check If the Proxy Addresses and the Port are correct
10. Check If the Proxy Authentication (if Used) is correct
11. If you have changed any settings, please restart the device

If your Firewall setting have changed then set on the firewall the permission to reach the URL: b01.ugwdevice.net


If the Device is Unreachable

1. If the device is switched off, then turn it back on.
2. If the Network cable is disconnected, then reconnect it to the device.
3. If the device is switch on, verify that the IP-Subnet-Gateway addresses are correct.

Perform a Communications Test to verify that the normal connectivity status of the device is resumed.


Server has stopped communicating

How to reconnect your devices to the server

1) Log in to the CDCA on your browser (Chrome – Edge – Firefox) as an Administrator

https://IPadresses Server or FQDNofCDCAserver/account/signin?ReturnUrl=%2F

Device_Administrator_image1

2) In the screen shot below you can see an example the devices that are connected with CDCA.

a. The Status lights Green = Power On & communication is OK
b. The Status lights Yellow = No Response, please check the connectivity (the Network might not be available/the device switched Off/ IP address has been changed changed/device replaced)
c. The Status lights Gray = Power Off

Device_Administrator_image2

Device_Administrator_image3

Please check the below scenarios to help reconnect your devices.

Scenario 1: the device IP addresses has been changed.

1) Select [Devices].
2) Select [Device Communication Settings].

Device_Administrator_image

3) Select [Authentication Information].
4) Check if the Authentication Method is correct.

Device_Administrator_image

5) Select [Devices][Discover Devices]

Device_Administrator_image6

6) Add the IP range or the single IP address to search and click [Discover]

Device_Administrator_image7_1

7) The IP address/es will be replaced correctly with the new one(s) on the device list.

Device_Administrator_image8


Scenario 2: The device/s was/were replaced with a new one with the same IP address(es).

1) Select [Manage Devices]

Device_Administrator_image9

2) Select the devices replaced and then click [Remove from Management].

Device_Administrator_image10

3) Select the menu [Devices Removed from Management] – Select the device removed and click [Delete].

Device_Administrator_image11

4) Select [Devices][Discover Devices]

Device_Administrator_image6

5) Add the IP range or the single IP address to search and click [Discover].

Device_Administrator_image7

6) The new device/s will be replaced correctly with the new one(s) on the device list.

Device_Administrator_image12


CDCA fails to communicate with UGW (for server administrator)

HTTPS Version

1) Log in to the CDCA on your browser (Chrome – Edge – Firefox) as an Administrator

https:// IPAddresseServer or FQDN of CDCAserver/account/signin?ReturnUrl=%2F

CDCA_Image01

2) Select [System] - [Connection Settings]

CDCA_Image02

Perform the Communication Test

If you do not have a Proxy Server:

CDCA_Image03

If you have a Proxy Server:

CDCA_Image04


3) If The communication test was successful then no further action is needed

CDCA_Image05


4) If The communication test failed , Please check in your Network Server if the DNS -Gateway configuration is correct or if the Firewall configuration is unable to reach the URL : b01.ugwdevice.net

Also check the Proxy Settings (If Used) to make sure the Proxy configuration ,Port Number and Authentication settings are correct .

CDCA_Image06

Perform again the Communication Test and Check the result


SMTP Version

1) Log in to the CDCA on your browser (Chrome – Edge – Firefox) as an Administrator

https://FQDNofCDCAserver/account/signin?ReturnUrl=%2F

CDCA_Image01


2) Select [System] - [Connection Settings]

CDCA_Image02


3) Click the [Send Test email] Button

CDCA_Image08


4) If The communication test was successful then no action is needed

CDCA_Image05


5) If The communication test failed, please check the SMTP configuration if is correct

CDCA_Image06

Perform again the Communication Test and Check the result


IWMC-RDS fails to communicate with devices (for server and devices administrator)

1) Connect to the Console iWMC as an Administrator on your browser.

http://IPAddressesServer or FQDNofiWEMCserver/iWMC/Login/BasicLogin.aspx?ReturnUrl=%2fiwmc%2fDefault.aspx

IWMC_RDS_image1

2) Select [e-Maintenance (HTTP or SMTP)]
3) Select [Device Management (Service Representative Only)]
4) Select [Monitored Device Management (Service representative Only)]
5) Check the device status.
6) Select the devices with Error communication displayed.

IWMC_RDS_image002

7) Check if the IP addresses are correct and if the devices are available (Turned On)

IWMC_RDS_image2

8) If the IP addresses are incorrect Select the device/s and [Edit], if the device is turned off, switch it back on.

IWMC_RDS_image3

9) Replace the IP addresses with the new one and press [Update] and perform the [Communication Test] with the device/s

IWMC_RDS_image4

IWMC_RDS_image5

Add new device(s)

10) Select [Device] and [Discovery] on the top of the menu.

IWMC_RDS_image6

11) Select [Discovery][Quick Discovery]

IWMC_RDS_image7

12) Select [SNMPv1 - Specified IP address discovery]

IWMC_RDS_image8

13) Enter the IP address and click [Discover]

IWMC_RDS_image9

IWMC_RDS_image10

(check in the device list to make sure the device is available)

14) Click [Create Task to Discover Devices]- Select the protocol and then click [Next]

IWMC_RDS_image11

15) Specify the IP Address, the IP Range or Add from File (.txt)

IWMC_RDS_image12

16) Click [Next]

IWMC_RDS_image13

IWMC_RDS_image14

IWMC_RDS_image15

IWMC_RDS_image16

(check in the device list if the device/s is available)


Add new device in the eM Plug In

1) Select [eMaintenance (HTTP or SMTP)]
2) Click [Add Devices (Service Representative Only)]
3) Register the new device with IP address and serial number.
4) Click [Add]

IWMC_RDS_image17

Add from device list

1) Select [eMaintenance (HTTP or SMTP)]
2) Click [Add Devices (Service Representative Only)]
3) Select [Add from Device List]

IWMC_RDS_image18

4) Select the device(s) discovered (from the device List)

IWMC_RDS_image19

5) Select [Add to Target Devices] and click [Add]

IWMC_RDS_image20

6) Select again the device(s) and click [Add] and check the [Status]

IWMC_RDS_IIMAGE

IWMC_RDS_image21

7) Refresh the page and check if the status is [Registered]

IWMC_RDS_image22

8) Perform the [Communication Test] with the device(s) and [Refresh]

IWMC_RDS_image23

9) Check if the [Communication Test] is completed

IWMC_RDS_image24

If the devices do not register or the Communication Test is not completed, please check the network status of the devices

Delete device/s

1) Select [e-Maintenance (Http or SMTP)]
2) Select [Device Management (Service Representative Only)]
3) Select [Monitored Device Management (Service representative Only)]
4) Select the device(s) to delete.
5) Click [Delete]

IWMC_RDS_image25

6) Select [Device] at the top of the menu.

IWMC_RDS_image26

7) Select [List][Device List]

IWMC_RDS_image0026

8) Select the device(s) to delete and click [Delete]

IWMC_RDS_image26


IWMC-RDS fails to communicate with UGW (for server administrator)

HTTPS Version

1) Connect with the browser on the Console iWMC as Administrator

http://FQDNofiWMCserver/iWMC/Login/BasicLogin.aspx?ReturnUrl=%2fiwmc%2fDefault.aspx

communicate_with_UGW_Image01

2) Select [e-Maintenance (HTTP)]

communicate_with_UGW_Image02

3) Select [Configuration (Service Representative Only)]

communicate_with_UGW_Image03

4) Select [RDS Settings (Service Representative Only)]

communicate_with_UGW_Image04

5) Perform the [Communication Test]

Without Proxy

communicate_with_UGW_Image05

With Proxy

communicate_with_UGW_Image06

6) If the Test Communication was successful, no further action is needed.

communicate_with_UGW_Image07

7) Select and click [Update Schedule Information]

communicate_with_UGW_Image08

8) If the Communication Test failed , please check in your Network Server if the DNS -Gateway configuration is correct or if the Firewall configuration is able to reach the URL : b01.ugwdevice.net

Proxy Settings ( If Used ): Check if the Proxy configuration , the Port Number and Authentication settings are correct .
Perform again the Communication Test and check the result.

communicate_with_UGW_Image09


SMTP Version

1) Connect with the browser on the Console iWMC as Administrator

http://FQDNof iWMCserver/iWMC/Login/BasicLogin.aspx?ReturnUrl=%2fiwmc%2fDefault.aspx

2) Select [e-Maintenance (SMTP)]

communicate_with_UGW_Image10

3) Select [Configuration (Service Representative Only)]

communicate_with_UGW_Image11

4) Select [Communication Settings (Service Representative Only)]

communicate_with_UGW_Image12

5) Perform the [Communication Test]

communicate_with_UGW_Image13

6) If the Communication Test was successful, no further action is needed.

communicate_with_UGW_Image14

7) If the communication test failed, please check the SMTP configuration on [Common Settings][Communications Settings] and [Update] (see below).

communicate_with_UGW_Image09

communicate_with_UGW_Image15

communicate_with_UGW_Image16

You can perform also a Test eMail in the same menu

communicate_with_UGW_Image17

8) Perform the Communication Test and check the result (see the step 2)

communicate_with_UGW_Image14


Feedback