eMaintenance - Device Connection

This is our Connectivity Hub, where you will find essential information and comprehensive how-to guides to assist you in connecting your devices. Unlock smart, remote diagnostics, and data-driven insights designed to enhance your business operations and drive efficiency.

Overview

eMaintenance is a solution that handles time-consuming tasks relating to device management and administration. Automated meter readings, remote diagnostics, instant event notifications, enhanced consumables management and streamlined device deployment all help your business become more efficient.


If your device/server stops communicating with eMaintenance, the interruption means we are unable to capture accurate meter reading data, trigger automatic consumables replenishment or provide proactive support services for your device, causing disruption to your services.


To help resolve any connection issues, please click on the image that matches your device's control panel for further guidance.

Control Panel Selection

Please click on the image that matches your device's control panel. If your control panel is not shown please contact our Customer Support Centre.

Control Panel Option 1

Communication Test Video Tutorial

There are two communication methods. Please watch this video for guidance on the current communication method. If the first video does not align with what you are seeing, please watch the second video for the legacy communication method.

For a downloadable step-by-step guide click here
For an on screen guide click here

If the above video does not align with what you are seeing, please watch this video for the legacy communication method.

  • Below are the steps to perform a communication test on your Canon imageRUNNER ADVANCE DX


    1. Press the 123 Key

    Step 1


    2. Select Monitoring Service from the menu

    Step 2


    3. Press the Communication Test \ Comm. Test button.
    (This may vary depending on the software version of your device. You will see one of the 3 screens below)

    Step 3aStep 3bStep 3c

    4. If you get a Start Test Button, please press it and then press Yes to perform your communication test.
    On some devices you will not need to do this in which case skip to Step 5

    Step 4aStep 4b

    5. Your communication test will now be performed and whilst this is happening you will get one of the following screens.

    Step 5aStep 5b

    6. Once the communication test is completed you will get a message saying Communication was Successful \ Communication Test Result > All Succeeded.

    Step 6aStep 6b

    7. If you get any errors, you will need to contact your IT department to ensure that your device is allowed to communicate with Canon.

    Step 7aStep 7b

Control Panel Option 2

Communication Test Video Tutorial

There are two communication methods. Please watch this video for guidance on the current communication method. If the first video does not align with what you are seeing, please watch the second video for the legacy communication method.

For a downloadable step-by-step guide click here
For an on screen guide click here

If the above video does not align with what you are seeing, please watch this video for the legacy communication method.

  • This guide shows you how to perform a communication test on your Canon imageRUNNER ADVANCE


    1. Press the 123 Key

    Step 1


    2. Select Monitoring Service from the menu

    Step 2


    3. Press the Communication Test button.

    Step 3


    4. Press the Start Test button.

    Step 4


    5. If the test is successful, you will see the following confirmation message.

    Step 5


    6. If you get any errors, you will need to contact your IT department to ensure that your device is allowed to communicate with Canon.

    Step 6

Control Panel Option 3

Communication Test Video Tutorial

There are two communication methods. Please watch this video for guidance on the current communication method. If the first video does not align with what you are seeing, please watch the second video for the legacy communication method.

For a downloadable step-by-step guide click here
For an on screen guide click here

If the above video does not align with what you are seeing, please watch this video for the legacy communication method.

  • This guide shows you how to perform a communication test on your Canon imageFORCE


    1. Press the 123 Key

    Step 1


    2. Select Monitoring Service from the menu

    Step 2


    3. Press the Communication Test \ Comm. Test button.
    (This may vary depending on the software version of your device. You will see one of the 2 screens below)

    Step 3aStep 3b


    4. If you get a Start Test Button, please press it and then press Yes to perform your communication test.
    On some devices you will not need to do this in which case skip to Step 5.

    Step 4aStep 4b


    5. Your communication test will now be performed and whilst this is happening you will get one of the following screens.

    Step 5aStep 5b


    6. Once the communication test is completed you will get a message saying Communication was Successful \ Communication Test Result > All Succeeded.

    Step 6aStep 6b

    7. If you get any errors, you will need to contact your IT department to ensure that your device is allowed to communicate with Canon.

    Step 7aStep 7bStep 7c

Control Panel Option 4

Communication Test Video Tutorial

There are two communication methods. Please watch this video for guidance on the current communication method. If the first video does not align with what you are seeing, please watch the second video for the legacy communication method.

For a downloadable step-by-step guide click here
For an on screen guide click here

If the above video does not align with what you are seeing, please watch this video for the legacy communication method.

  • This guide shows you how to perform a communication test on your Canon LBP/i-Sensys device.


    1. Firstly, check that your device has a small Touchscreen display like the one below.

    Step 1


    2. In the top right corner press Check Counter.

    Step 2


    3. When the counter values are shown on the screen then press Monitoring Service down the bottom left of the screen.

    Step 3


    4. Now press Comms Test or Yes to confirm that it is ok to perform the communication test. (This may vary depending on the software version of your device)

    Step 4aStep 4b


    5. Wait for the communication test to be performed.

    Step 5


    6. If the communications test was successful then you will get a message to confirm this. (This may vary depending on the software version of your device)

    Step 6aStep 6b


    7. If the communications test was successful then you will get a message to confirm this. (This may vary depending on the software version of your device)
    If you get an error we recommend that you work closely with your IT department as there may be changes needed to allow your Canon device to communicate with Canon.

    Step 7aStep 7bStep 7c

eMaintenance FAQs

  • To enable a Canon device to communicate with our eMaintenance software, the customer IT department must ensure that the firewall allows the required connections and that all necessary URLs listed in the “I need the details of the URL’s that are used by the device to communicate to eMaintenance” FAQ are fully whitelisted.

    Please note that device data must not be inspected or modified while in transit. Any form of packet inspection, filtering, or alteration within the customer’s environment will prevent the data from being accepted by our systems.
    If the devices are not communicating after confirming the firewall configuration and whitelisting, restarting the device, and performing a communication test may resolve the issue. Power the device off and on, wait five minutes, and then run the communication test using the instructions above.

    If firewall whitelisting is correct but the communication test still fails, the issue is likely related to the device’s network configuration. Common causes include incorrect or missing DNS, gateway, proxy, or domain settings, as well as an inaccurate system time. Please ask your IT department to review and correct these settings. After adjustments, restart the device, allow at least five minutes for reconnection, and then run the communication test again.

    As a potential workaround, the device can be temporarily set to DHCP, then powered off and on to allow the network to automatically assign the required settings. If the device usually uses a static IP address, it can be reverted to the original static configuration afterwards.

  • Cloud Connection Agent (CCA) is our latest communication method which works on most of our current portfolio

    CCA
    hbp-ec1l.srv.ygles.com – Port 443
    kinesis.eu-central-1.amazonaws.com – Port 443
    cognito-identity.eu-central-1.amazonaws.com – Port 443
    a2etju7iem1tgc-ats.iot.eu-central-1.amazonaws.com – Port 443 or 8883
    rgt.srv.ygles.com – Port 443
    camapi.srv.ygles.com – Port 443
    camapi-ec1.srv.ygles.com – Port 443
    hbpm-ec1l.srv.ygles.com – Port 443

    Remote Device Management Service (RDMS) is our communication method to ensure device firmware is kept updated

    RDMS
    device.c-cdsknn.net – Port 443
    device02.c-cdsknn.net – Port 443
    a02.c-cdsknn.net – Port 443

    Embedded Remote Diagnostic Service (eRDS) is our legacy communication method

    eRDS
    b01.ugwdevice.net – Port 443
    a01.ugwdevice.net – Port 443

    Click here to download “Information Security with Canon eMaintenance”. This provides technical information about eMaintenance.

  • Click here to download our “Information Security with Canon eMaintenance” document.

  • Please contact our Customer Support Centre, where our representatives will collect your details and connect you with the appropriate team to facilitate the setup process.

  • Please contact our Customer Support Centre, where our representatives will collect your details and connect you with the appropriate team to facilitate the setup process.

  • If the no tenant is registered message is seen when a communication test is carried out, the device has not been registered to the local sales company. Please contact your local sales company to obtain the required key. This can then be entered into the device and a communication test will be carried out at the same time. Please watch the video for further details.

  • If the no device activation message is seen when a communication test is carried out, the device has not been registered to the local sales company. Please contact your local sales company to obtain the required key. This can then be entered into the device and a communication test will be carried out at the same time.

Self-Service Portal

Our Self-Service Portal is designed to simplify your experience by providing a seamless way to manage your account and products. Through the portal, you can create and track support tickets, submit meter readings, request product relocation or removal, and update your account and product information. Additionally, you can raise account-related queries, ensuring efficient and convenient support at your fingertips.

Click here to login or register

You might also need...

Contact Us

Contact us for telephone or e-mail support

Serial Number

Find the serial number for your product

Recycling

Learn more about Canon's Cartridge Recycling Programme