Remote Access FAQ

If we are required to install a print driver we will use
Konica Minolta Remote Support ISL tool to access your system. (The hyper link will show you how ISL works) Whilst we are on a ISL remote session you have visibility at all times of what we are doing and can stop the session at any points.  

If a machine is connected to our Remote Service Platform we can make setting changes to a device via remote panel or a template, which limits what data we have access to because we're just connected to the actual machine.   

The time required for remote installation can vary depending on factors like the number of machines being installed, your specific requirements, and network speed. Typically, the process can take as little as 10 minutes. Provided the pre-installation information you’ve submitted is accurate and up to date, the installation should not take longer than 30 minutes. 

You can reach our Remote Care team by calling 01623 522160 or by emailing remoteinstall@konicaminolta.co.uk for assistance. 

Remote installation of a printer is essentially the same as an onsite installation in terms of the tasks involved. However, it offers the advantage of faster resolution times, as there’s no need to wait for resource scheduling or travel time. Additionally, there’s no need to escort an engineer to the printer. 

As long as the necessary network allowances have been made, no additional requirements are needed for a remote installation. 

Our Konica Minolta team will assess whether your printer is compatible with remote installation. If it's not, they will arrange for an onsite installation instead. 

Yes, we can! Even if you're not on-site, we can still coordinate with you while performing the remote installation. 

Prior to the delivery date, we’ll send you several communications to understand your requirements and whether you need any settings transferred from your existing Konica Minolta devices to your new ones (if applicable). We’ll also provide instructions on how to prepare, such as ensuring the necessary URLs are open, checking if you need new drivers, confirming a network cable and point are available on delivery day, and other essential steps. 

If any problems occur during installation, we will reach out to you directly. It's essential that the relevant individuals are informed about the installation and available to assist on the scheduled day in case we need to address any concerns. If we're unable to complete the remote installation due to issues on your side, the installation will be transferred to our Field team, and additional charges and delays to installation may apply. 

Yes, a working internet connection is required for the remote installation. 

 While having an onsite IT contact can be helpful, it’s not essential for the remote installation of your device. We can liaise with you prior to delivery and provide support to gather any necessary network information. 

You will need to install the drivers manually. If you require the latest version, we can send them to you via SecureFile. 

Yes, we can remotely install multiple printers on the same network. 

After the remote installation, we perform checks to ensure the printer is functioning correctly. If you experience any issues afterward, you can contact our Service Desk, and they will be able to schedule a Service Call for you. 

Yes, you can update the printer after the remote installation. However, please note that changing any network settings may prevent the device from communicating with us. 

Yes, when we reach out to you for your installation requirements, we will ask for your auto-restocking information to ensure it’s carried over to your new devices. 

Yes you can! Any existing settings you have set up in your older Konica Minolta devices we can replicate over to your new machines (if they are compatible). We use our Remote Service Platform tool or our ISL Remote Session tool to download any existing set ups into a secure template, which we can then re download onto your new devices. Our Remote Care team will know if your devices are compatible for this function and advise you accordingly. 

No 

Device telemetry, Remote Panel and potentially device specific settings such as Network settings etc 

Our remote tools are part of Konica Minolta’s wider IT infrastructure. We won’t reveal specific details about the products, services and controls that we use to secure our estate, as this information is useful in the wrong hands. But we can confirm that we run a number of AV, scanning, discovery and monitoring tools. And that we operate a dedicated 24/7 Secure Operations Centre (SOC). Konica Minolta are certified to ISO27001:2022. Our UK based company maintain Cyber Essentials Plus certification, which is a UK standard.  

As per our ISO27001 Access Policy, Konica Minolta operate Roles Based Access Controls and the principle of least privilege. This means that only staff with a legitimate need to have access to remote tooling will be authorised to do so. Use of our remote tooling is auditable, and access is also maintained by our joiner, mover leaver process. Meaning if someone moves within our company, or leaves, their access will be revoked.  

CSRC only communicates with the MFD in one of two instances: 

• The devices contact the CSRC WebDav servers at regular intervals to check whether any jobs exist in the secure folder.  

• Jobs may be a daily update. Or an authorised system user may create a job in the secure folder. 

• Or the MFD may contact CSRC if it has detected a problem or warning 

The methods of communications are covered in depth by section 3.6 of our security white paper. 

The Konica Minolta CSRC system retrieves data only from the machine memory mentioned above and cannot access data in the image memory or the hard disk drive. 

The following information is collected by CSRC: 

• MFD information Firmware (ROM) version information, MFD ID information and configuration information  

• Information indicating the MFD usage status  

• Various setting information  

• Information indicating the MFD status Various MFD-related information such as alerts (add toner, replace imaging unit etc.), error codes, periodic maintenance information, paper jam - or technical history information.  

Various setting values related to MFD operations Various counter information Total counter readings, count by paper sizes, parts counters, JAM counter  

No. No pera is processed by CSRC. 

• MFD Serial number 

• Latest firmware version

No. Only serial number and latest firmware version information are stored in RSP. IP address did used to be collected by the tool prior to V2.0, as a result the field exists in the RSP database. However, this is now always populated as NULL, because this information is no longer collected.  

No. No personal data is processed by RSP. 

In the vast majority of circumstances, the devices do not communicate with each other on the network. Any firewall rules to allow CSRC/RSP would be configured by customer IT teams, not Konica Minolta.  The exception would be if the option is taken to deploy Serverless printing. 

CSRC is hosted in Konica Minolta’s secure data centre in Langenhagen, Germany.  

RSP is hosted in AWS in Frankfurt, Germany. 

However, devices will make a onetime connection to Konica Minolta’s data centre in APAC for device registration. This is a transfer of device serial number for the purposes of registration, no other data is transferred.  

• Industry-standard (SSL) security technologies are used to protect data transfer 

• RSA 2048/4096-bit Public / Private Key Exchange is used to negotiate symmetrical AES 256-bit end-to-end encryption. 

• SSL-secured Communication - an additional SSL layer is established over the HTTP protocol for each connection. 

• The industry standard X.509 certificates are used to guarantee authenticity of transmission. 

• PKI (Public Key Infrastructure) prevents "Man-in-the-middle-attacks" 

We enable SNMP v1, 2 and 3. SNMP V3 is secured using a password. Many of our customer block SNMP v1 and 2 at switch level on their networks. However, if a customer requires V1 and 2 to be disabled this can be undertaken when the machines are configured pre installation (also known as our PDI process). 

No. Konica Minolta encrypt all remote tooling traffic using HTTPS 

SMTP (port 25) and SSL SMTP (port 465) are both supported. Konica Minolta prefer to use Port 465, as that is encrypted. 

Devices poll our RSP servers and listen for instructions such as update firmware. Konica Minolta uses RSP to support our customers and resolve faults remotely reducing the need for site visits.   

Access to RSP is by authorised staff using their secure credentials. Only RSP enabled accounts are permitted to access the platform. Engineers are also required to enter a PIN code for any activities that make a change. For example, firmware updating or config changes.