Installing the Xerox Support Assistant App

Before you begin:

• Make sure the device you are installing the app on is supported and meets the requirements for this App. For details, refer to Supported Printer Models and Device Requirements for Xerox Support Assistant App.

• Make sure you have a Xerox App Gallery account, which will allow you to download apps. For details, refer to How To Create an App Gallery Account.

Installing the App from the Xerox App Gallery Web Portal

1. Go to the Xerox App Gallery web portal.  See the Related Content for a link to the portal. 

2. Select Log in.

3. From the All Apps tab, browse for the Support Assistant app. At this point you may install or configure the application; refer to the steps below to perform either.
   
   
   
   

Configuring Support Assistant

You may need to configure the application for the following reasons.

• The device’s SNMP Community Read string has been changed from the default value.

• You want the Support Assistant application to allow users to request service incidents, supply incidents information, or both.

• You want the Support Assistant application to allow users to obtain meter reads from the device and send them to Xerox Services Manager.

• You want to customize the Support Assistant application to display your company logo on the application screen.

Configuring the application is optional, and the application will function without configuration. If the device’s SNMP Community Read string has been changed from the default value and you do not configure the app, the app may not be able to access supplies status and meter reads on the device.

Configuration details should be collected as part of the checklist prior to implementation.

1. Click Requires Configuration.
   
   Note: If the app has been configured before, link to configure is followed by a time stamp from when it was last configured. Click Configured.
   
   

2. The Configure App window opens. You may adjust the settings below.

   • SNMP String

     • The SNMP string value provided in the app should match the SNMP community name string of the device. The default value of this setting is “public”. (This is the factory default setting of the SNMP community name string of the device.)

     • If the SNMP string value in the Settings screen does not match the SNMP string value of the device, you will see a message “The string does not match.” Verify that the SNMP string in the application is set correctly.

   • Partner Logo URL

     • By default, this field is blank. If partners wish to have their logos displayed in the app, you can enter the URL of the logo. To use the logo option:

     • The logo must be hosted on a publicly available web server.

     • The image must be a .png format with a transparent background.

     • For best results, the height should be 43 px for AltaLink devices and 33 px for all other devices.

     • If the logo could not be successfully retrieved, you will see the message “No logo found at this URL.” Verify that the URL is correct; you can reach the URL using a standard web browser.

   • Create Service Incidents

     • Allows Users or Admins to send service incident requests from the device. By default, Users is selected. You may change this field to Admins. All users may view service incidents. Device Admins will always be able to view and submit Service Incidents.

   • Create Supply Incidents

     • Allows Users or Admins to send supply requests from the device. By default, Users is selected. You may change this field to Admins. All users may view supply incidents. Device Admins will always be able to view and submit Supply Incidents.

   • Send Meters

     • Allows Users or Admins to send meter reads from the device. By default, Users is selected. You may change this field to Admins. All users may view meter reads.

3. When you have finished configuring the app, click OK.

Install Support Assistant

Once the app is configured, you can choose which devices on which to install the app.

1. Click Install.

2. The License Agreement displays. Click Agree.

3. In the Install window check Select All or check the individual devices on which Support Assistant will be installed.

4. Click Install.

Related Content

• Xerox App Gallery Web Portal