@remote not installing on IMC 400

[JayPaul]

Hi all,
I need to setup this machine on @remote, if you try and do it via the WIM it just says 'This machine has already been registered. Please call service for instructions.' So I did install clear and it said it again.
I have gone through the whole setup of SP5-870-003 then 5-870-001 and 5-870-209, turn machine off and on and again it still says machine already registered. I checked 5-816-089 and it shows the 000000 which would be correct for cert/ID2. @remote is not being blocked by our network, Gateway and DNS etc are all good and it is set to Do Not Prohibit on the machine. If I try adding it via SP mode, instead of executing and next number goes from 9 to 0 like it should it goes to 11. So can't do it that way either.
Also tried resetting SCS in memory clear. Updated firmware to latest package as well.
I have checked every previous forum thread and tried every SP mode that people have suggested, multiple times now in fact but it still says it has been registered. What else could it possibly be now?
Thanks

[slimslob]

Re: @remote not installing on IMC 400

Is your dealership registered for using @remote? Do you have a dealer admin login to the @remote website?

[JayPaul]

Re: @remote not installing on IMC 400

Yes, I use the communication server gui to register new customers and get the RDUK codes, then admin monitor the machines for toner etc
It only secondary software for us though, we use a different remote software for 90% of our machines, @remote only covers the 10% left if we can't them on the primary software.
So my knowledge isn't as good as people that use it every day but I have a 'how to setup @remote' document someone from Ricoh sent me a few years ago in case of troubleshooting and I have done everything that it mentions.
My last choice is to ask one of the Ricoh tech teams, maybe on the Ricoh Technical site but replies are often faster and more broad on here.

[slimslob]

Re: @remote not installing on IMC 400

There is a Ricoh team specifically for @remote. Or at least they used to be. We had to contact them once when a hew setup did not show up on our gui. For some reason the gui had assigned the wrong code for the machine. It took them less than 5 minutes to locate the machine on the server and move it to our database.

[JayPaul]

Re: @remote not installing on IMC 400

That may be who sent me this document a few years back, went trailing through loads of emails trying to find who it was but can't find that particular email for the life of me.
Ricoh had loads of cuts over the last couple of years so I imagine if there is even an @remote team left, it will just be 1 person who's probably also in level 2 support simultaneously.
I'll just copy and paste my original into their technical forum and see if i get passed to the correct people.

[romang]

[semi]

Re: @remote not installing on IMC 400

Have you had it removed from the @remote server by Ricoh? We buy off lease machines and run into this all the time . It was registered with another dealer. Also I’ve had a few occasions where it was our machine and had to have it removed then add a new number.

+1 You need to contact the @remote team at Ricoh UK to get the device removed from the sever as above,takes about 20 mins try emailing ricoh eservice

[JayPaul]

Re: @remote not installing on IMC 400

When I was about to post on Rich technical forum I went into the @remote section and saw my original post from a couple of years ago when I started using @remote. This then led me to the guys name from Ricoh who helped me which allowed me to find him and the teams email. So I contacted them yesterday and should hopefully hear back by end of today. Cheers