Panasonic’s Latest Remote Diagnostics Package Adds Network Access To Copiers And Mfps
Diagnosing problems via LAN and WAN using Panasonic remote diagnostics and standard network configuration utilities gives IT managers optimal support.
SECAUCUS, NJ — Panasonic, a leader in the development of remote diagnostics technology that traditionally used a telephone line, now introduces a new LAN-based remote diagnostics system that offers a much-enhanced level of support to IT managers and service providers.
Using Panasonic’s new remote diagnostics package, service technicians can diagnose – and in some instances even repair – mechanical failures in WORKiOÒ copiers and multifunction products (MFP) without having to physically visit the device.
This is good news for busy office environments, where nothing commands attention faster than the plaintive cry, “The copier’s down!” Even once a service call goes out, it could be hours or days before a technician visits the site and the equipment is repaired. And when the tech does arrive, there’s no guarantee he or she will have the right part to fix the mechanical failure. The result is often downtime that can negatively impact a company’s productivity.
According to Rich Heckelmann, product development manager for Panasonic Digital Document Company, all that is beginning to change as more businesses learn about the benefits of remote diagnostics technology, which facilitates efficient service and information access.
With Panasonic’s new remote diagnostics package, dealers are able to improve the efficiency of their service operations, resulting in improved levels of customer service and performance. In addition, the remote diagnostics system makes it even easier to plan parts and supply usage, helping to ensure a level of productivity that keeps offices up and running.
“With its potential to expand dealers’ service capabilities and make them more efficient, Panasonic’s remote diagnostics package touches everyone in the office environment by safeguarding productivity, reducing operating costs and improving the customer experience,” Heckelmann said.
Previously, most diagnostic systems have relied on telephone lines to gain access to the machine. However, the company’s latest remote diagnostics package extends that support into the IP protocol world, thus substantially enhancing the amount of information that can be retrieved. Settings for typical machine operations, network configuration and service modes can
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be accessed via telephone line, email exchange or direct LAN connections, making it possible to reach a great number of machines quickly or change a setting for a user without having to wait for a tech to program the machine in person.
Heckelmann said the new remote diagnostics and standard network configuration utilities provide IT managers, as well as dealers, with three levels of support. “We offer a standard device configuration tool for network administrators, which manages the standard user- accessible functions,” said Heckelmann. “The remote diagnostics tool enhances this to include service management functions. We also provide a LAN-based firmware update tool.”
According to Heckelmann, the service management functions allow the technician to track error codes remotely. “The idea is to look at a series of events and come to a determination about what has happened before visiting the customer,” Heckelmann said. “This pre-planning improves service and end-user training for the customer.
“The new remote diagnostics package also includes the ability to export data from the system into the dealer’s operation management software system. This will allow dealers to transfer data into a usable format so that it can be extracted and input into their management systems, which eliminates the need for manual entry,” Heckelmann said.
Panasonic also provides, free of charge, network management tools that can be used to provide automatic alarms from a malfunctioning device. The tools consist of plug-ins for enterprise console managers that cause alarms to appear on the console when a networked device is in need of attention. Consoles from Tivoli™, HP, OpenView™, CA Unicenter and MMC™ are currently supported.
In the United States, Panasonic Digital Document Company, a unit of Matsu****a Electric Corporation of America, markets a broad line of digital imaging systems, computer peripherals and office system products designed specifically for business use. Products available include fax and Internet fax machines, digital copiers, network multifunction devices, document management systems, scanners, electronic whiteboards, color and monochrome laser printers, impact printers and DVD drives. Headquartered in Secaucus, NJ, Matsu****a Electric Corporation of America is the principal North American subsidiary of Matsu****a Electric Industrial Co., Ltd. (NYSE: MC) of
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