eMaintenance is a service that allows for remote monitoring of your devices. It helps automate tasks such as toner replenishment, firmware updates and meter reading. It also provides proactive maintenance alerts, reducing downtime and improving overall device performance.
Operate: eMaintenance
Canon's eMaintenance, a component of Smart eServices Lifecycle, streamlines device management, minimizes administrative tasks, and boosts machine uptime for optimal productivity. With a simple and secure connection, Canon continuously monitors your devices to ensure they remain in peak condition, allowing you to focus confidently on your business while gaining a competitive edge.
Canon eMaintenance simplifies operations with automatic toner replenishment, effortless counter reading, and proactive fault detection to maximize uptime. Remote diagnostics and scheduled firmware updates enhance maintenance efficiency. With options like Embedded Remote Diagnostic System (eRDS), Remote Diagnostic System MEAP SMTP (RDS MEAP), and Data Collection Agent (CDCA), Canon eMaintenance ensures your devices run smoothly and efficiently.
Toner-on-demand
eMaintenance manages toner demand. Device sends pre- alerts to Canon for supply of toner. It eliminates the need to request toner stock and ensures your devices never run out of toner.
Maximize Uptime
Status of your devices will be monitored remotely by Canon. It detects various alerts or alarms, to provide pro-active support. Thus, maximizing device uptime.
Firmware Update
With the latest trend of scheduled software/firmware updates, our eMaintenance system makes it easier to timely update your device. These updates can be set to occur during off peak periods, minimizing any disruption in your daily work.
Optimize Device Usage
Gain insights into device usage patterns to optimize device deployment within large organizations, improving overall efficiency.
Secured Connection
eMaintenance lives up to a high security standard. All communication between the system and Canon devices are encrypted and are limited only to counter data, device performance and debug log information.
Automatic Counter Reading
With our eMaintenance, counter reading is automatically reported. This eliminates the need for manual checks from users, reducing your workload and ensure accurate billing.
Device Direct Method
CCA (Cloud Connection Agent)
CCA is the latest embedded agent for eMaintenance running on the device. This advanced monitoring software transmits a broader range of device management information to the eMaintenance service (UGW2), for enhanced functionality and improved services.
eRDS (embedded Remote Diagnostic Service)
eRDS is a legacy device embedded agent for eMaintenance that collects and transmits device management information to UGW2.
Device Management Application Method
Device RDS MEAP
RDS MEAP Is a device embedded agent software for eMaintenance using MEAP platform which can be used to monitor the host device and other Canon devices on the network.
PC-installed Agent Method
CDCA (Canon Data Collection Agent)
CDCA is a PC-installed agent for eMaintenance. This monitoring software is installed on a local PC on the customers’ network.
ISO/IEC 27001: 2022
ISO/IEC 27017
Canon INC’s Digital Printing Development Centre is certified according to the international standard ISO/IEC 27001:2022. The certification gained is related to Canon INC’s development of the Monitoring Service (including eMaintenance) for Multi-Function Devices (MFD’s) and Printers.
By attaining ISO/IEC 27001:2022 and ISO/IEC 27017, Canon INC can confirm its security processes have been 3rd party certified to an internationally recognized standard.
Canon has chosen to comply with this code of practice for information security controls because it keeps their cloud service customers safer by providing a consistent and comprehensive approach to information security.
Data Transfer Protocol
The eMaintenance system is designed to minimize the amount of data being carried by the network while ensuring your systems are up and running. Data transfer between devices and UGW2 is encrypted via HTTPS or SMTP communication, ensuring information security even in the unlikely event of interception during transmission. Additionally, only device related information such as counter data, toner status, alarms and device firmware are communicated.
General
eMaintenance uses remote monitoring technology to collect device data, such as usage patterns, consumable levels, and performance status. This data is sent to a centralized cloud-based system (Universal Gateway 2), which then notifies Canon team to process toner replenishment or react to maintenance alerts based on the device’s condition.
eMaintenance automatically monitors the toner levels of your devices in real time. When the toner level drops below a certain threshold, the system triggers a notification to Canon to process your consumable order without the need for manual intervention, ensuring that your devices are always stocked and reducing the risk of downtime due to low supplies.
eMaintenance automates meter readings and usage tracking, providing accurate and timely billing information. This eliminates the need for manual meter readings and human errors, streamlining the entire billing process.
By continuously monitoring device performance, eMaintenance automatically detects anomalies and alerts service teams to take proactive intervention. This reduces downtime and ensures your devices operate smoothly.
eMaintenance is available for a wide range of device models across our fleet. To confirm the specific eligibility of your device, refer to the Supported Device List provided by Canon. If you need further assistance, feel free to contact our support team.
Yes, eMaintenance is designed to complement your service agreement by offering automated monitoring and remote support. The service is typically included as part of your service agreement with us if your Canon device is eligible for connection. However, there may be additional charges for certain features or specific service packages. For detailed information regarding the cost or inclusion of eMaintenance in your plan, please contact your account representative or refer to your service agreement.
The registration to eMaintenance will be managed by Canon support team as soon as you commence your Sales and Service Agreement with Canon.
Depending on the network connection speed, usually it takes less than 5 minutes to enable eMaintenance service.
If your device loses connection to eMaintenance, you may consider doing these steps:
- Check the Network Settings: Ensure the device is properly connected to the network and that there are no disruptions in your network configuration.
- Access User Mode on the Device Panel: Navigate to the user mode on the device panel and perform a communication test to check if the device can reconnect to eMaintenance.
- Contact Support: If the issue persists, reach out to our support team for assistance in restoring the connection. Be prepared to provide your device model, error message (if any), and any recent changes to your network or device configuration.
No, Canon engineers need to configure the new device to connect to eMaintenance.
Technical
The Universal Gateway 2 (UGW2) is a cloud-based system that supports device management by communicating with customer’s Canon multi-function devices. Hosted at a remote data center, UGW2 is the central server on which the eMaintenance system is based. For security reasons, Canon does not disclose the Global IP address of UGW2 server.
Under normal circumstances, eMaintenance is unlikely to slow down your network. The data transmitted by eMaintenance is minimal in size and frequency, so it should not cause noticeable slowdowns. For more details on data types, size, and transmission frequency, please refer to the UGW2 Data and Communication Specifications.
The types of data being transmitted from the device are:
- Counter Data: Billing Counter / Detail counter
- Quality Data: Error / Jam / Alarm Information (e.g. toner low)
- Debug Log Information
To learn about the types of data and data traffic sent to the UGW2 server, a copy of the Universal Gateway 2 (UGW2) Security Whitepaper is available upon request and completion of a confidentiality agreement.
eMaintenance (eRDS/CCA) is able to work in any environment as long as internet access is available. For optimal performance and reliable communication, a broadband network is recommended to ensure efficient data transmission.
(eRDS: embedded Remote Diagnostic System, CCA: Cloud Connection Agent)
The server will receive the device information as soon as the devices are switched on again. If you switch off your Canon device, the server will receive device information the next day when it is switch on again. However, if no signal is detected from the devices for more than 7 days, Canon will contact your company to verify the device status and troubleshoot any potential issues.
The security of the eMaintenance system is maintained in 2 keys areas:
- Transmission of data from Canon device to UGW2 server over the internet by means of HTTPS (HTTP over SSL) protocols.
- Hosting the UGW2 at a fully qualified data center that is certified with ISO/IEC 27001: 2022 and ISO/IEC 27017.
The security of our customers' data is a top priority. Canon's device firmware is developed under strict security protocols and rigorous testing procedures in Japan. Each firmware version undergoes extensive product and QA testing before release to the market, ensuring that any potential security vulnerabilities are minimized. These measures are in place to ensure that your devices operate safely within your network without compromising your LAN or transmitting unauthorized information.
* Availability of eMaintenance is limited to Singapore, Malaysia, Thailand, India, Hong Kong, Philippines and Taiwan markets only.
* Specifications and terms of offers may change without notice.
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