Remote Technician allows users to securely access devices anywhere in the world. Most devices work seamlessly out of the box, but some may have known incompatibilities.
Why do incompatibilities occur?
In nearly all cases, the issue is that the device’s built-in web server does not fully comply with standard web protocols. For example:
Some devices hard-code expectations for specific IP addresses or port numbers.
Others require the requesting hostname to match a preset value that is not exposed to Remote Technician.
These behaviors are non-compliant with web standards and cannot be worked around by Remote Technician.
What are the known incompatibilities?
Model | Incompatibility | Workaround |
Canon iR-ADV C-series | Authentication does not work. When a user attempts to log in, the device will return the error: "Login failed. Check the user name and password" despite the same credentials working if the user were to connect to the device over the local network using the device's IP address. | |
Ricoh Remote Panel | Some Ricoh devices allow authenticated users to remotely access the physical front console through the device's webpage. Unfortunately Ricoh devices have hard-coded expectations to see the device's IP address and port rather than a domain name. | No |
Workarounds
Canon iR-ADV C-series
Under the default device configuration, users may not be able to login to the device's webpage. In order to workaround this issue, you will need direct access to the device's webpage (not using Remote Technician) in order to enable .
Log in to the device usually by opening
http://<ip address>:8000in your local web browser while being connected to the same network as the deviceIn the right-hand sidebar, click Settings/Registration
In the left-hand sidebar, click Management Settings > License/Other
Click Remote UI Settings
Check the Use TLS checkbox
Click OK in the top-right corner
In the top-left corner, click Restart Device