Remote Device Diagnostics

Remote device diagnostics and configuration allows technicians to do the following:

1. Browse a device’s MIB and collect a MIB walk
2. Ping a device to check if it is reachable
3. Access a device’s web page and make configuration changes
• Note: Operator may need the web page log in to make changes
4. A future feature will allow remote firmware upgrades.

These are first-level troubleshooting actions that can preempt the need for an on-premise visit.

A technician can remotely browse a device using any of the supported SNMP protocols, V1, V3. The results are saved to the local file system.

Reasons to browse the MIB include:

1.      Make sure SNMP is enabled on the device

a.      SNMP is required for discovery, if no data is returned, SNMP is most likely disabled

2.      Check whether the data displayed by SiteAudit matches what the device supports

3.      Collect MIB data so support for supply levels, counters etc… can be added

4.      For troubleshooting purposes

A MIB walk is downloaded to the local system.  It is emailed to the Netaphor support team for analysis and troubleshooting.  Email to support@netaphor.com  

A technician can ping a remote device IP address to determine if a device is online.  A second source is to check the Field column called “Last Successful Communication”.

Note: To access the device web page or run a MIB walk the device must be reachable by SiteAudit.

A technician can access the embedded web page of the printer.  See the Security section to answer questions why this is secure.

Access to the printer’s web page allows the technician to perform two main tasks:

1. Check the printer’s status, web page examples:

• HP - Sleep Mode is on

• Lexmark - Supply level

1. Make configuration changes, web page examples:
• Ricoh - Close FTP port

• Canon - Turn on IPP printing

The most common problem preventing access the printer’s web page is the password, and this is for good security reasons.   

Users are interested in protecting their printers against unauthorized configuration changes. 

(As a best practices approach to managing printers and security it is recommended to request customer permission before accessing any device’s web page.)

A second possible problem is the web page is on a port SiteAudit does not scan.  This is unlikely in newer devices but some old devices this may happen.

The Firmware feature allows a technician to install new firmware on a remote printer. This feature is not available for the VT first release.

Using the Virtual Technician may require a discussion with the customer about security.  There are two main points to explain.

Communication with the device is the same security used to collect data via the DCA.    

Virtual Technician: Communication with the device

Uses the same REST/HTTPS TLSv1.2 protocol as the data collected by the DCA

•      Customer has already agreed to this

All data communication outside the firewall is via HTTPS.  Data privacy and integrity is protected by encryption.  Unencrypting it would require access to the HTTP over TLS session key.  It is as secure as any online purchase transaction.

Note: By default, SiteAudit does not collect personal data (PPI).  A local admin credential is used if local printer tracking is in scope, but this is administrated and controlled by the end customer inside the firewall and is optional.

Access to the printer’s web page is or can be controlled by a password, license and access to the customer’s database. 

Virtual Technician: Access control to the device web page and required VT license

Access (password) to the device web page

• Permission is controlled by the end customer
• Optional universal or ad hoc access control

Access is denied without user name and password.  Managing the passwords can be agreed to by the customer. 

Users require a Virtual Technician license & access to the customer’s database

• Only users with a SiteAudit Hosted viewer and the Virtual Technical license and access to the customer database can access the device