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Install software updates with Remote Service

Introduction

You can download and install software updates when they are available for your printer. The back office uses Remote Service communication to release software updates.

Before you begin

  • It is highly recommended to perform the installation at non-working hours.

  • Make sure the printer is not printing and there is no media on the platen.

  • Before you install software updates,Remote Service communication must be enabled and working. For more information, see Configure remote assistance.

  • The download and installation of software updates are started via the settings editor. Do not close your browser until the installation is finished.

Procedure

  1. On the operator panel, tap on the [System] icon on the right.
  2. Tap on [Remote services]  → [Remote connection] .
  3. Make sure:

    • [Remote connection] is enabled.

    • [Remote connection status] is connected.

      NOTE

      A proxy may be required to access the internet and make use of Remote services. When required, make sure the proxy settings are configured correctly. For more information, see Configure the network.

    • [Automatic download of software updates] is disabled.

  4. Open the settings editor.
  5. Click on [Support] → [Software updates] .
  6. When a new version becomes visible in the [Available PRISMAsync updates] section, check the box in front of the version number. Then, click on the [Download] icon above.

    Once the download starts, a progress bar appears.

    NOTE

    This process can take quite some time depending on the internet speed, around 25 minutes. Wait until the download is completed and the [Install] icon above is no longer greyed out.

  7. Click on the [Install] icon. A window opens.
  8. Click on [Ok] to start the installation.

    This process can take quite some time, around 20 minutes. Wait until the installation is completed.

    IMPORTANT

    Do not close your browser until the installation is finished.

  9. Click on [Ok]. A new window opens.
  10. Select [Restart now] and click on [Ok].

    The system will restart several times. Wait until the installation is completed.

    NOTE

    This process can take quite some time, around 30 minutes.

  11. If the printer does not restart automatically, you have to turn off the printer and restart it manually.
    1. Go to the media output side.
    2. Pull to open the cover under the roll winder.
    3. Switch the power switch to the 'off' position and wait for 60 seconds.
    4. Switch the power switch back to the 'on' position, and close the cover.
  12. After the operator panel has shut down and the on/off button is lighted on, you have to turn off the printer and restart it manually. Perform the actions 2 to 4 as explained in step 11.
    NOTE

    When an error message appears on the operator panel, tap [Restart].

    When the installation is still not successful, contact your local Service representative.

What to do next

The printer is ready to print. You can check that the installation of the software update was completed successfully:

  • On the operator panel, tap [System]  → [About] .

  • In the settings editor, click on [Support] → [About]  → [Version of printer software] .

Parent topic:
General support
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