Escolar Documentos
Profissional Documentos
Cultura Documentos
Prepared By:
Mike Caira
Western Region Program Manager
Service Partners and Channel Support Group
Version:
April 2008
TABLE OF CONTENTS
_____________________________________________________________________________
1.0
2.0
3.0
4.0
5.0
6.0
7.0
8.0
9.0
10.0
11.0
Page
Introduction ------------------------------------------------------------------------------------------------------------------3
Overview ------------------------------------------------------------------------------------------------------------------------3
2.1
Technical Database Contents------------------------------------------------------------------------------3
2.2
The Bus Station --------------------------------------------------------------------------------------------------4
2.3
Technical Bulletins ----------------------------------------------------------------------------------------------5
2.4
Service Tips and Service Tip Submission---------------------------------------------------------------5
2.5
Service Documentation ---------------------------------------------------------------------------------------5
2.6
SearchLite ----------------------------------------------------------------------------------------------------------5
2.7
New Generation Electronic Documentation (NGEDoc)------------------------------------------6
2.8
Installation of NGEDoc ---------------------------------------------------------------------------------------6
Value to Authorized Service Providers ------------------------------------------------------------------------------7
3.1
Real Time Automated Bulletin Updates---------------------------------------------------------------7
3.2
Technical Service Tips -----------------------------------------------------------------------------------------7
3.2.1 Authoring Service Tip ----------------------------------------------------------------------------7
3.2.2 Validation Process of Tech Tips---------------------------------------------------------------8
Laptop Specifications ----------------------------------------------------------------------------------------------------10
Security-------------------------------------------------------------------------------------------------------------------------10
5.1
Security Primary Consideration for Xerox and You ------------------------------------------10
5.2
Specific Login Security --------------------------------------------------------------------------------------10
5.3
Password Management-------------------------------------------------------------------------------------11
5.3.1 Password Changes are required under the following circumstances--------11
5.3.2 Login Screen-----------------------------------------------------------------------------------------11
5.4
Replacement of Lost, Stolen or Damaged Eureka II CD --------------------------------------12
5.5
Email Address, Login, and Password-------------------------------------------------------------------12
5.6
Lost or Stolen Laptop- PWS applications were installed--------------------------------------12
Training ------------------------------------------------------------------------------------------------------------------------12
Technical Help Desk Support -----------------------------------------------------------------------------------------14
Additional Software ------------------------------------------------------------------------------------------------------14
Key Contacts -----------------------------------------------------------------------------------------------------------------15
Eureka Enrollment ---------------------------------------------------------------------------------------------------------15
Attachments
Recommended Tools Listing..................16
Searchlite Quick Reference Guide ...18
BusStation Quick Reference Guide .19
1.0
INTRODUCTION
________________________________________________________________________
Eureka/GSN Software Application (currently Version 9.7 as of April 2008) is available to all Xerox Authorized
Service Providers in North America. Whether you are servicing Wide Format, Phaser and/or Fax/MultiFunction
Products, Eureka primarily enables you to access Xerox Technical Tips and Bulletins and Service
Documentation. Eureka/GSN is part of the Xerox Portable Work Station (PWS) tools. Xerox refers to their
service representatives laptops as a PWS. This plan outlines the Eureka/GSN program for Xerox Authorized
Service Providers and provides the required information to install and use Eureka/GSN. An Internet connection
is required to use the PWS Tools and Eureka when downloading updates. Once these bulletins have been
downloaded, they will be stored on your PCs or laptops hard drive.
2.0
OVERVIEW
________________________________________________________________________
Acronym
PWS
GSN
NEDOC
Xerox ASP
Description
Portable Workstation (i.e. laptop)
Global Services Net
Electronic Documentation (i.e. Service Manuals)
Xerox Authorized Service Provider
Eureka/GSN is a shared knowledge system that allows users to author, validate and access solutions to
common problems. It acts as a vehicle for communicating problems, causes, and solutions that are written in
the language of the end users and can be shared around the world.
Eureka/GSN, Version 9.7, has expanded beyond its original audience and is now available to Internal and
external Xerox support personnel (i.e. Authorized Service Providers)
Eureka/GSN is enabled through the installation of the Global Service Network (GSN) software applications.
After installing GSN, the service technician will be able to subscribe to all product Technical Tips, Service
Bulletins and Service Documentation updates related to the their authorized product portfolio. Eureka/GSN
software is intended for installation into a laptop computer that accompanies the service technician into each
service call. Beyond the cost of personal computers, there is no additional cost to the Authorized Service
Provider for the use of Eureka/GSN. Each Authorized Service Provider will be required to sign a contractual
addendum before receiving the Eureka software Master CD set.
Note: You will not be able to access the Service Training documentation EDOC CDs included in the Service
Training Kits shipped to you unless you have the Eureka/GSN software loaded and have an active GSN ID and
Password on your laptop. It is required that you install Eureka/GSN in order to become Service Authorized.
2.1 Technical Database Contents
The Eureka XRXGSN database access is achieved through the Bus Station. (See illustration 2.1). The
checkmark in illustration 2.1 indicates that a folder and each subcategory within the product folder have
been selected for subscription. The Eureka/GSN database contains thousands of technical articles,
servicing tips, service documentation updates, including parts list updates, and other pertinent servicing
information about Xerox products. Service Authorized Providers will be able to subscribe to the products
within their portfolio of products. The technician laptop MUST be connected to the Internet to download
new information
Illustration 2.1: Accessing the bus station to subscribe to Eureka/GSN technical database.
Enables users to subscribe to specific categories and sources of information, reflecting current
priorities. Subscriptions are stored on the client along with information regarding how recently
the sources on the computer have been updated.
Enables users to automatically update their subscribed sources. Updates can run in the
background, at set intervals anytime the computer is online, even if the user is performing
another task. Users can also schedule the Bus Station to automatically check for downloads from
the Bus Server at specific times.
Informs users of new and changed information. Information about new downloads is easily
accessible on the What's New tab. Deletions of old or obsolete information are also displayed.
Uses message windows to inform the user of validation rights, Critical bulletins, and error
messages.
Allows the user to select which files to download based on user-specified attachment size
restrictions.
After successfully installing Eureka, a yellow school bus icon and a GSNLock icon should appear in tool
bar near the lower right corner of the service technicians laptop (PWS) as shown in illustration 2.2.
Using the search indexes associated with each Eureka source and EDOC CD, SearchLite can
quickly locate relevant documents among a large selection of resources.
Availability of both basic and advanced search capabilities allows the end user to build
search queries that are likely to return highly targeted and relevant results.
The ability to customize results to reflect the most relevant categories of information makes
screening results, faster and easier.
Access to relevant documents directly from the search results provides the quickest path from
location of information to viewing and using it.
New configurable screens allow user to display results lists that reflect the information they
are interested in making it easier listing locate relevant records.
Enhanced search wizard functions make constructing useful queries and locating information
into a more intuitive and user-friendly process.
The use of browser-based electronic service documentation has allowed Xerox to move to a more
compact and easily updated format. Previous electronic service documentation, used with a search
engine called Omnibrowser, could only be updated by installing a revised service manual from a new
CD. Now, with the availability of the Publish on Demand process, Eureka service documentation
sources and Bus file transfer capability, it is possible to update the Next Generation Electronic Service
Documentation as changes are made.
Upon installation of an EDOC CD, you are automatically subscribed to the corresponding EDOC source
in Eureka. From that point onward, you can download updated pages as soon as they are available.
As Xerox Corp. moves forward and launches new products, service manuals will continue to be
produced in EDOC format.
2.8 Installation of EDOC
Each NGEDoc CD has its own installation ( setup.exe) process that must be completed the before the
EDOC can be used.
Steps to Install
1. Insert the Edoc CD into the CD rom drive
2. Select Windows START button
3. Select RUN
4. Type in the following: D:\setup.exe
5. Follow the prompts.
We recommend that users select typical install when prompted.
Additional EDOC CDs can be purchased from Xerox Corp. if needed. You will need the part number
which can be found on the original CD cover or on the CD.
3.0
VALUE TO AUTHORIZED SERVICE PROVIDERS
____________________________________________________
The Eureka/PWS tools add value to the serving entity by abbreviating service calls duration and by
providing immediate access to all verified solutions, current service bulletins, service documentation
updates and EDOC. The PWS tools are estimated to increase service productivity by fifteen to twenty
percent for Xerox Services. 80% of service call issues can be researched and resolved by accessing Eureka
for the Technical Tip/Bulletin and Solution. The productivity increases vary by product line and are heavily
dependant on proper use of the GSN tools. To gain productivity from the PWS tools, Xerox Service used
the tools as part of every service call. Each service representative takes a laptop into the customers site
for service and use of the PWS tools. Dealer productivity gains will depend on how well and how often the
tools are utilized.
3.1 Real Time Automated Service Bulletin Updates
Currently, Xerox Authorized Service Providers may receive service bulletins via email or access to a
website. If the service technician carries their laptop into the customers site when making repairs the
technical tips, service bulletins and documentation updates will be readily available for access and
review through Searchlite. An internet connection is only required when Riding the Bus and
downloading Technical Tips and Bulletins. If the service technician carries their laptop into the
customers site when making repairs the technical tips, service bulletins and documentation updates
will be readily available for review through Searchlite. We recommend that each service technician
visit the bus and update weekly.
3.1.1
Illustra
tion 3.1: Tech Tip Entry Screen
3.1.2
4.0
LAPTOP SPECIFICATIONS
____________________________________________
The PWS/laptop physical and operating system requirements for Eureka/GSN are:
Recommended:
Item
Specification
Processor
Memory
256 MB RAM
400 MB
Screen Resolution
1024x768 or higher
Operating System
Internet Connection
5.0
SECURITY
____________________________________________
5.1
5.2
5.3
Password Management
It is important that your Eureka password be managed carefully and kept secure. When the
password is changed, individuals without the correct login name and/or password will be denied
access to the Eureka database. It is therefore recommended to appoint one primary person to
control the password for the entire company and all satellite locations. If the company has
multiple service locations, then each office will need to be kept apprised of the current user
login name and password. We strongly recommend that the service manager determine the
user name and password. The same person should control the periodic changing of the user
name and password. As noted in 5.3.1 the system requires periodic password changes every
ninety days.
Illustration 5.1 GSNLock client login screenenter User ID & Dealer Password and depress the
login button with the computer mouse.
5.3.2
5.4
Login Screen
The GSNLock login screen will look like illustration 5.1 and can be reached by entering
MS Windows programs/Xerox Applications/GSNLock Client, or if the Eureka
application is configured to the default settings, the GSNLock Client login will appear
after MS Windows has completed the boot up process.
5.5
10
and database while still sharing its contents with legitimate users. Therefore, all users in the
same company will login under the same user login and password. The email address that is
tied to the login will be used to notify each company of any pending problems or updates in
the Eureka system.
Example: ABS Office and Solutions (ABSOS)+ has five technicians and one field-service
manager totaling six Eureka users. ABS Office and Solutions email address is JD@ABSOS.ORG
and they have selected a password of dogeatdog. They have matched a login in name of
ABSOS to the email address.
When anyone of the six users wants to use the Eureka applications or get an update from the
Eureka database, they would enter the login ABSOS and password DOGEATDOG into the
GSNLogin System (see illustration 5.1 above) to gain access into the system. This same login
process would be required to use any part of the Eureka software package. All six service
persons use the same name and password. After a few years, Tom Charmer leaves ABS. To
maintain Eureka security, ABS service manager, changes the current GSNLock password and
distributes the password to the remaining service team members. Tom Charmer immediately
looses access to the Eureka system, the database remains secure; Toms PWS software is
eventually disabled over the next 90 days and Mr. Charmers will not be able to update his local
Eureka database. Tom should uninstall the PWS applications from his laptop.
5.6 Lost or Stolen Laptop PWS applications was Installed
If a laptop with PWS applications is lost or stolen, please call Xerox Partner Services at 1-800-2490347, #2, #3, #4. The Eureka administrator (Service Manager) should change the GSN password at
this time and disseminate the new password to all users.
If questions arise regarding login or passwords, please contact the Eureka Helpdesk at 1-800-249-0347 (Option
#4). The Helpdesk is on Central Standard Time.
6.0
TRAINING
____________________________________________________________________________
A training CD is provided and several help screens exist to assist new users. It is strongly recommended
that he training CD be installed and carefully reviewed before attempting to use Eureka tools and
applications. There are some Tools and Applications that are only accessible by Xerox
employees/technicians (i.e. Call Handling, Parts). Xerox Service Authorized Providers should not refer to
any of these sections.
After installing the Eureka software, the PWS home page will appear when Internet Explorer is opened
for the first time. Eureka will set the Internet Explorer to PWS home as the default home page. You
may change this without causing problems, however, the PWS home page is where all the helps can be
accessed.
By selecting
PWS Quick Start-Get Yourself Up to Speed Fast (see illustration 6.1) the user will begin
to learn how to use Eureka and all the various Eureka tools. This is the help screen, which will get you
started. Hardcopy installation instructions and basic user guide will accompany the CD and telephone
support is available at no charge.
Users that do not complete the Eureka Training CD may be refused telephone applications support!
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12
7.0
EUREKA TECHNICAL HELPDESK SUPPORT
________________________________________________________________________
Technical support for Eureka is available for all Xerox Authorized Service Providers.
Eureka/GSN support is provided by the PWS Support Helpdesk. If additional help is required
during the Eureka/GSN install or during the initial learning phase of Eureka software call 1800-249-0347 Option #4.
The process to begin using the PWS applicationsEureka/GSN & NGEDoc is:
1.) Install Eureka software GSN RELEASE APPLICATIONS CD (NON-XEROX OWNED PCS)
2.) Install the SNAPS CD the SNAP CD installs a current snap shot of all the most recent
service tips to the date on the CD and saves time with the initial service tip subscription
download.
3.) Install and complete the TRAINING CD.
Support is limited to the following situations:
1.) PWS Software Installation and setup. Your PC must meet minimum physical and software
requirements.
2.) Use of Eureka and other PWS toolsThe PWS Helpdesk will not provide PC support for
general computer questions.
Examples of ACCEPTABLE Support:
1. Tom Charmer needs help installing the PWS application software into his laptop.
2. Tom is having difficulty using SearchLite
3. Tom can not get his Edoc to open
Examples of UNACCEPTABLE Support
1. Tom needs help with Window Media Player.
2. Tom did not complete the Training CD and is looking for help with EDOC. Toms
inability to complete a task that was trained on the Training CD was obvious. The
PWS Helpdesk representative asked Tom if he has completed the training CD. Tom
said no. Tom was politely refused Edoc support and asked to call back after
completing the Training CD.
8.0
ADDITIONAL EUREKA/GSN SOFTWARE CD
________________________________________________________________________
Each Service Authorized Provider will be provided with one master set of (3) CDsApplication
CD, Training CD, and SNAP CD. The Service Authorized Provider may be install the Eureka
Software on multiple computers but because of licensing agreements, but cannot to be
duplicated. If any of the CDs are misplaced or damaged, please contact Partner Services at 1800-249-0347 Options #2, #3, #4.. Please do not call PWS Support Helpdesk to get
replacement CDs.
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9.0
KEY CONTACTS
____________________________ ______________________________________
Name
Xerox Partner
Services
Title/Description
Forms to order Eureka/GSN Software
www.office.xerox.com/partners
Phone Number
1-800-249-0347
Option #2, #3, #4
Eureka/PWS
Helpdesk
Mike Caira
1-800-249-0347
Option #4
585-265-5272
Mickey Bynum
707-863-7576
10.0
EUREKA ENROLLMENT
_________________________________________________________________
To enroll and receive the Eureka/GSN software:
Go to www.office.xerox.com/partners and fill out the Training Order Form for the Eureka/GSN
Software.
Note: You must order and install Eureka/GSN prior to any type of product training certification.
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Attachments
Xerox Corp. Field Service Technician Tool Kit
Description
Torque Screw Driver
Torx Drivers Bits
Nye Rheolube 368F lubricant/grease
Nut Driver
Network Cross-over cable
Phillips Drivers
Toner Vac
Multimeter
ESD Strap
Ruler
Flashlight
Phaser 35-Series Premium Transparencies **
Laptop Computer EDOC/Eureka
USB/Serial Adapter
Serial Cable Adapter **
Serial Null Modem Cable
Description
Phillips Drivers
Slotted Screwdrivers
Hex Bit
Driver Extension
Anti-static mat
Small Channel lock Pliers
Needle Nose Pliers
Wire Cutters
Nut Drivers
Lint-Free Cloths or Coffee Filters
Cleaner
Spring Hook
E-Clip tool
Lock-tite
Magnetic Pick-up Tool
Description
Canned Air
Black Bag
Jewelers Loupe
Silicone Oil
Laser Paper
3 -Prong Claw Part-Retriever
Pointer with Magnetized Head
Brush
Tweezers
Utility Knife
Required Tools
Products / Sizes / Details
Solid Ink Products: Xerox Part Number 003082700
Solid Ink Products: T5, T8, T10, T15, T20 (T20 with 2" shaft)
Solid Ink Products or as recomended: Xerox Part Number 006799700
Plastic Gear Lub
Monochrome Products: 5.5mm (magnetic) Xerox Part Number
600T02123
All Network Products: Software/snippet download and network isolation.
All Products: Phillips # 2 and # 1 (Posidrive may work better than
standard bits)
All Products: Laser printers and general cleaning Xerox Part Number
003-1496-00
All Products:
All Products:
All Products: 6 or 12 inch: Needs Inchs and Millimeters:
All Products:
Products: 7300 and 7400 only ** Xerox Part Number 016-1896-00
(Reusable)
See Eureka Support Document for Requirements: Partner Web-site
All Products: Back Channel Trace (Belkin USB/Serial Adapter, P/N
F5U109) Tested
All Products: ** Xerox Part Number 600T80374
All Products: Xerox Part Number 012-1535-00 New number 600T80375
Assorted sizes
Cleaning Pick and Feed Rollers
Fantastik/409 etc... & Alcohol
1235/2135/7300 only Xerox Part Number 600T00151
All Products: Xerox Part Number 600T41911
Optional Tools
Sizes / Details
Used to clean sensors
Used to cover light sensitive Imaging Units and Drums
Used to check image quality
Something like Xerox 4200
15
16
SearchLite
Get Help
GSN Release 9.X now includes help throughout the software. For more information on a feature, click on the yellow "?" to
open a separate Help window.
Internet Explorer
-On the SearchLite screen click on the [Search] button to go to the Sources
screen and select the sources you wish to search. Note: the Search button will
not appear if you are in the Sources Screen already.
-In the Sources Screen expand the Engineering Systems folder by clicking on
the box with the + sign and place check marks on the products sources you
wish to use.
-Click on the [Search] button to go to the search screen.
-In the search screen enter the keywords to search in the [Search] field and click
[Enter]. Any documents containing the keyword/s you entered will be displayed
below. Note: more complex searches can be accomplished using the [Search
Type] pull down. Consult the help file
( ) or your Eureka Training CD.
-Select a document you wish to read by clicking on it. The document will be
displayed on the other half of the Internet Explorer.
SearchLite Search Screen
About SearchLite
SearchLite is used to search Xerox pages that are local to the PWS PC, such as tips, solutions, and bulletins downloaded
from the BUS server. SearchLite searches for information from the local list of sources within SearchLite.
You can open SearchLite by clicking on the SearchLite button in
toolbar.
the browser
You can change how SearchLite displays in the browser, whether it is horizontal or
vertical, by clicking on the orientation button
Sources Select which of your subscribed sources to search, including Tips, solutions,
bulletins, service documentation and local sources.
Searches - Perform a variety of searches: individual words, phrases, proximity, and
Boolean. Construct your own search in the search field or use the Advanced Search
Wizard for complex searches. Select recent searches from your search history list or
clear your search history.
Search Terms - Autosearch searches as you type, screen Search Indexes for your
search terms, allow partial matches of search terms.
Results - Customize the contents of your search results list by right-clicking on a column
heading to add or remove columns. You can rearrange their order by dragging the
column headings left or right.
Local Sources - Create local sources on your computer so you can search databases, MSWord documents, text
documents, PDF files and local HTML pages.
Search Favorites
Save useful searches to the SearchLite Favorites list. Save the settings you want by
making selections in the Add SearchLite Favorites dialog box. (Search results are not saved.) You can create folders
to organize your favorite searches using the New Folder button.
17
BUS Station
Get Help
GSN Release 9.X now includes help throughout the software. For more information on a feature, click on the yellow "?" to
open a separate Help window.
Click on
in the System Tray to open the Bus Station. Five
tabs across the top organize all the Bus functions. New
features include scheduled and background updates, listing all
documents in a source, file size limits on downloads and Bus
Messages.
What's New - View recently downloaded items, select the start date or view only the most recent items
All Documents - View all the items that the Bus knows about on your computer or still waiting for transfer. Right
click to select categories of items to transfer again.
Subscriptions - Subscribe and unsubscribe to categories or individual sources, search for a source. Check for
downloads. (Note: The source for Wide Format products is labeled Engineering Systems)
.Options - There are four sub-tabs in Options: Preferences, Connection, Scheduled Update, and Security.
Preferences - Choose time settings, when to index downloaded files, an upper size limit for downloads, and the
interval to check for BUS updates in the background.
Connection - Displays the name of the BUS Server, connection type (always-on or dial-up), dialer settings, and
hang-up behavior. There is also Test Connection button to troubleshoot your connection to the Bus.
Scheduled Updates - Set up your computer to wake up, connect to the Internet, update your sources at a
specific time, and then disconnect when done.
Security - Only for users who do not have the GSNLock Client. This feature is not used at this time.
18