Get answers to the most frequently asked questions for our DCA (Data Collection Agent) which is the program that automates meter collection and supply replenishment
DCA - Frequently Asked Questions
Q: Is a DCA automatically set up when machines are installed?A: No, DCA is not set up automatically. It is required for the client to complete a quick install on their computer or server and licensed to the code or key Team Standley provides to the client. Installation takes less than 5 minutes.
Q: What if I receive a new order of machine(s)?
A: If you receive a new order of machine(s), the IT contact on the original paperwork will receive an email from our DCA team (DCA@standleys.com or predictive-insights@insightportal.net) around 3 days after the machine(s) were installed. Please check your spam or junk folders for this email to ensure you don’t miss it. If the DCA license isn’t installed/activated, we will send 3 follow up emails at 2-day intervals and will close the ticket with notes after 8 days from the original email.
Q: How do I find out or change who is listed as the IT contact on the original paperwork?
A: You can reach out directly to your sales representative or our client care department via e-mail at info@standleys.com, live chat on standleys.com, or via phone at 1-800-522-3725.
Q: We remember setting up DCA, is there a reason we need to do this again?A: Yes, you may have been set up with EKM or IDM but have lost connection requiring reinstallation or reactivation of the license. Or we might need to connect you with our DCA team to troubleshoot the issue of individual machine(s) connection.
A: Another reason for needing to reinstall is that our team is making the move to EKM, an innovative DCA tool to better serve our clients. You might have had IDM installed, but we are migrating your account from IDM to EKM.
A: Your DCA could have been installed but the license key or code was never activated causing the need for reinstallation/activation. Our DCA team only has visibility to DCAs with an activated license.
A: You may have a second location with a second network that needs its own instance of EKM or IDM. Let us know via email at dca@standleys.com if you have a second network and we will create another site/monitor and will also send the license code or key.
A: Your firewall may be blocking communication from the installed DCA to Team Standley.
A: You may be connected to the DCA but there might have been a Meter or Supplies error that needs to be addressed. The DCA team will direct you to the appropriate team or department via an email (from DCA@standleys.com or predictive-insights@insightportal.net) to the email listed as your company’s IT contact.
Q: Our meters used to report automatically, but now I am getting meter requests and haven’t been receiving toner replenishment, what happened? We never had to turn in meters before, why now?
A: You may have been set up with EKM or IDM but have lost connection requiring reinstallation or reactivation of the license. Or we might need to connect you with our DCA team to troubleshoot the issue of individual machine(s) connection.
A: You might have been reporting meters through other means rather than the Standley’s provided DCAs. You might have used Savin-Ricoh's program that comes installed on the machine directly from the manufacturer’s warehouse where the machine reports automatically. That program can lose connection if your network connection is lost.
A: You could have the majority of your previous meters turned in via service calls, which means a Standley service technician collected the meters each time they went out to service the machine.
A: You might be a new meter contact to us, and the previous contact was outdated.
A: You may be connected to the DCA but there might have been a Meter or Supplies error that needs to be addressed. The DCA team will direct you to the appropriate team or department via an email (from DCA@standleys.com or predictive-insights@insightportal.net) to the email listed as your company’s IT contact.
Q: Some of our machines are reporting meters automatically, but others are not. Why aren’t all our machines reporting automatically?A: You’re machines might have gone stale, which means the site/monitors or the machine(s) lost connection with the DCA tool. There are various common causes for this. You can find a list of those causes at the end of this FAQ.
A: If you machine(s) have never automatically reported meters and or toner levels for replenishment, your machine might not be networked or could be connected by USB only to the computer. Also, the machine could have an IP address that is outside of the IP address scan range of your DCA account, we will need to know the IP address of your machine to confirm and add the IP address. Additionally, there might be a network or SNMP setting that does not allow connection to the DCA.
A: You may be connected to the DCA but there might have been a Meter or Supplies error that needs to be addressed. The DCA team will direct you to the appropriate team or department via an email (from DCA@standleys.com or predictive-insights@insightportal.net) to the email listed as your company’s IT contact.
Q: We requested to be set up with a DCA tool, but never heard back from anyone. Why haven’t we received a response?A: You may have received an email from dca@standleys.com but it landed in your spam or junk mail. Please check both and let us know.
A: The contact we have for your company IT contact may be outdated, so the email may not be going through.
A: Your IT Department or Manager has declined installation.
A: You may be connected to the DCA but there might have been a Meter or Supplies error that needs to be addressed. The DCA team will direct you to the appropriate team or department via an email (from DCA@standleys.com or predictive-insights@insightportal.net) to the email listed as your company’s IT contact.
If an entire site or monitor is showing up as stale, the following are possible cause:
If individual devices are showing up as stale the following are possible causes:
- The DCA has been uninstalled or is no longer running at the site. For example, the computer with DCA installed was removed from the location or shut down for a long time.
- The DCA is not configured properly through the Standley Web Portal (the Standley backend of the program) which means we could need to add to our side IP address ranges or SNMP community name of your devices.
- The DCA is running but is having problems communicating with devices on the network. For example, a firewall is blocking SNMP traffic on the network
- The DCA is running but is having issues communicating with Standley’s side web portal to upload data. For instance, if the customer’s internet connection is unavailable or proxy settings need to be entered into the DCA console.
If individual devices are showing up as stale the following are possible causes:
If individual devices are showing up as stale in either system, EKM or IDM, the following are possible causes:
- The device has been powered down, physically disconnected from the network, or is otherwise offline.
- The device has been removed from the environment or permanently decommissioned.
- The device has experienced a failure that has affected its network connectivity.
- The device has been reconfigured and SNMP has been disabled.
- The device has been moved to a new location, and its new IP address is outside the range that the DCA range is configured to scan. We need to know the IP ranges so that we can enter those into the configuration on our side.