Brother MFC-L9570CDW Color Fax User's Guide

User’s Guide
Request Help
ENG
Version A
Copyright
Copyright © 2019 Brother Industries, Ltd. All rights reserved.
Information in this document is subject to change without notice. The screens in this document are for
illustration purposes only and may differ from the actual screens. The software described in this document is
furnished under licence agreements. The software may be used or copied only in accordance with the terms
of those agreements. No part of this publication can be reproduced in any form or by any means without
prior written permission of Brother Industries, Ltd.
Trademarks
Any trade names and product names of companies appearing on Brother products, related documents and
any other materials are all trademarks or registered trademarks of those respective companies.
Table of Contents
1
Background
1
2
Configuration
2
2.1 Creating and editing JSON files ............................................................................................................. 2
2.2 Settings ................................................................................................................................................... 3
2.3 Deploying the configuration file .............................................................................................................. 4
3
Usage
5
3.1 Requesting help from the machine’s control panel ................................................................................ 5
3.2 Troubleshooting ...................................................................................................................................... 5
Appendix 1 – Sample JSON File
6
1
Background
1
The Brother “Request Help” software solution allows users to request technical assistance from their
network-connected machines. Such requests, which include additional diagnostic information, are then
emailed to a designated Brother dealer or IT administrator who can then analyse them to efficiently
troubleshoot the user’s machine.
Features
Adds the “Request Help” button to the machine’s Services menu.
The last 10 errors and maintenance information recorded by the Brother machine can be sent to
the dealer/administrator.
Customisable user and dealer/IT administrator contact information stored on the machine.
Quick configuration using JSON files and the Brother Mass Deployment Tool.
Quick and secure communication via email (SSL or TLS).
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NOTE
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To activate this solution, you need a valid license code and software that can send license codes
to target machines. For more information, contact your local Brother office.
For a comprehensive list of all Brother machines compatible with the Brother “Request Help”
solution, contact your local Brother office.
2
Configuration
To configure a service solution component, prepare a correct JSON (JavaScript Object Notation) settings
file, and then send it to the target machine using the Brother Mass Deployment Tool.
2.1 Creating and editing JSON files
JSON is an open standard that allows you to specify your own settings without having to understand PCL or
PJL commands. Any JSON-supported text editor can be used to create and edit settings files.
2
JSON file format (Example)
{
"attributes": {
 fixed value “pns_firmware”
"software_id": "pns_firmware",
"setting_version": "",
 version (operators can use this field for tracking)
"schema_revision": 4
 current schema version
},
"settings": {
"network": {
"protocol": {
"mail": {
"mail_enabled": true
},
"services_mail": {
"smtp_server_address": "192.168.0.1",
"smtp_server_port": 389,
"smtp_server_authentication_method": "smtp_auth",
Red:
Green:
Setting name
Setting value
The structure of the “Request Help” JSON settings file and the placement of individual setting entries are
described in the JSON schema files provided with the Brother Mass Deployment Tool, which is required to
send JSON settings files to Brother machines.
The following setting categories are supported:
Category
services_mail
contact_info
personal_info
privacy_policy
request_help
Description
The Services email server settings
The details of the recipient of service requests
The details of the sender of service requests
The privacy notice settings
The Request Help solution’s settings
For a sample JSON file, see Appendix 1.
2.2 Settings
2.2.1 Email settings
Name
smtp_server_address
smtp_server_port
smtp_server_authentication_method
smtp_auth_account_name
smtp_auth_account_password
smtp_ssl_tls_method
smtp_verify_server_certificate_enabled
device_email_address
Description
Specify the SMTP server address. (Format:
0.0.0.0).
Specify the SMTP server port number.
Specify the SMTP server authentication method.
Values: “none”, “smtp_auth”.
Specify the SMTP account name.
Specify the SMTP account password.
Specify the SMTP security protocol.
Values: “none”, “ssl”, “tls”.
Select whether to enable the CA certificate when
using SSL or TLS. Values: “true”, “false”.
Specify the email address used by the target
machine to send service requests.
2.2.2 Contact information
Name
contact_name
contact_phone_num
contact_email_address
Description
The name of the recipient of service requests (up to
255 alphanumeric characters or symbols).
The phone number of the recipient of service requests (up to
20 digits and the following symbols: *, #, – ).
The email address of the recipient of service requests (up to
255 alphanumeric characters or symbols).
2.2.3 Personal information
Name
personal_name
personal_phone_num
personal_email_address
Description
The name of the sender of service requests (up to
255 alphanumeric characters or symbols).
The phone number of the sender of service requests (up to
20 digits and the following symbols: *, #, –).
The email address of the sender of service requests (up to
255 alphanumeric characters or symbols).
2.2.4 Privacy settings
Name
privacy_notice_skip
privacy_policy_url
Description
Specify whether to display the privacy notice before sending
a service request.
Values: “true”, “false”.
Specify the privacy notice URL.
2
2.2.5 “Request Help” rules
Name
request_help_report_format
request_help_main_rule
Description
Specify the request help report format.
Values: “plaintext”, “xml”, “csv”.
Specify the rules for the errors to be sent in the request help
report. Each rule must be preceded by an error name as
follows:
"cover_open": {
"request_help_main_rule": "on"
Values: “on”, “off”.
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Supported error names:
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paper_jams
change_drum
consumable_warnings_
consumable_errors_
consumable_warnings_requires_support
consumable_errors_requires_support
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memory_errors
paper_input_errors
paper_output_errors
installation_errors
hardware_errors
miscellaneous_errors
2.3 Deploying the configuration file
Use the Brother Mass Deployment Tool to send your newly created JSON file to the target machine to apply
the settings.
1. Run the Brother Mass Deployment Tool.
NOTE
Make sure you know which schema file is supported by your model. For a list of available schema files
and applicable models, see the README.TXT file in the “schema” folder. You will need this
information later.
2. Check that the machine you want is in the list.
If the machine is not in the list, click the Add devices button.
3. Select the row of the target machine or machines.
4. Click the Set file button. Select the settings file you want to apply, and then click Open. The file you
selected appears in the Settings File column.
5. If you are applying settings to password-protected machines, enter their passwords in the Device
Password column.
6. Select the check box of the machine you want, and then click the Send button to finish. If unsuccessful,
click the Open log folder button and check the log file.
NOTE
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For more information, see the Mass Deployment Tool User’s Guide at support.brother.com.
To remove this software solution and associated personal information from the machine, reset the
machine's settings to the settings originally set at the factory. For more information, see your
machine's Online User's Guide.
3
Usage
3.1 Requesting help from the machine’s control panel
If there is a problem with your Brother machine, you can request help by doing the following:
1. On your machine’s home screen, press Services.
2. Press Request Help.
3
3. Accept the privacy notice and press OK.
4. Your help request has been submitted.
Your Brother dealer or IT administrator will assist you with your problem shortly. A copy of your request will
also be sent to your personal email address.
NOTE
If no errors have been stored in the machine’s memory, no email will be sent. Contact your Brother
dealer or IT administrator directly or see your Brother machine’s Online User’s Guide at
support.brother.com for troubleshooting tips.
3.2 Troubleshooting
Problem
Authenticate Err. (Authentication
Error)
Sending error
I want to display the Privacy Notice
again
Solution
Make sure the email settings are configured correctly.
Make sure that the machine is connected to the network and the
Contact and Personal email addresses are configured correctly.
To view the privacy notice again, go to Home Screen > Services >
Privacy Notice.
If the user has agreed to the Privacy Notice, the “Agree” button
will be greyed out.
Appendix 1 – Sample JSON File
{
"attributes": {
"software_id": "pns_firmware",
"setting_version": "",
"schema_revision": 4
},
"settings": {
"network": {
"protocol": {
"mail": {
"mail_enabled": true
},
"services_mail": {
"smtp_server_address": "192.168.0.1",
"smtp_server_port": 389,
"smtp_server_authentication_method": "smtp_auth",
"smtp_auth_account_name": "account_name",
"smtp_auth_account_password": "account_password",
"smtp_ssl_tls_method": "ssl",
"smtp_verify_server_certificate_enabled": true,
"device_email_address": "[email protected]"
}
},
"channel_service": {
"contact_info": [
{
"contact_name": "dealer2",
"contact_phone_num": "000-000-000-000",
"contact_email_address": "[email protected]"
}
],
"personal_info": [
{
"personal_name": "custom2",
"personal_phone_num": "2222-2222-2222-2222",
"personal_email_address": "[email protected]"
}
],
"privacy_policy": {
"privacy_notice_skip": true,
"privacy_policy_url": "http://example2.com"
},
"request_help": {
"request_help_report_format": "xml",
"cover_open": {
"request_help_main_rule": "on"
},
"paper_jams": {
"request_help_main_rule": "on"
},
"change_drum": {
"request_help_main_rule": "off"
},
"consumable_warnings_": {
}
}
}
}
}
"request_help_main_rule": "on"
},
"consumable_errors_": {
"request_help_main_rule": "on"
},
"consumable_warnings_requires_support": {
"request_help_main_rule": "off"
},
"consumable_errors_requires_support": {
"request_help_main_rule": "off"
},
"memory_errors": {
"request_help_main_rule": "off"
},
"paper_input_errors": {
"request_help_main_rule": "on"
},
"paper_output_errors": {
"request_help_main_rule": "on"
},
"installation_errors": {
"request_help_main_rule": "on"
},
"hardware_errors": {
"request_help_main_rule": "off"
},
"miscellaneous_errors": {
"request_help_main_rule": "on"
}