F Support | SATO Online Services

SATO Online Services: A Virtual Customer Engineer, Right on Site

FAQ

Can I use SOS with my current printer?

You will need a SOS-ready printer to use SOS. See here (CL4NX / CL6NX / LR4NX-FA / FX3-LX / PW208NX) for models.

What are the browser requirements for using SOS?

Use either of the following:
・Latest Chrome version ・Internet Explorer 11
*Compatible only with TLS1.1 and TLS1.2

What are the OS requirements for using SOS Smart App?

Use either of the following:
・Android 6.0 or later ・Latest iOS version
*NFC tapping feature only supported by Android

What are the network requirements for connecting my printer to SOS in Real-time mode?

Your company's network needs to connect to SOS Cloud via the following ports:
Ports 443/TCP and 8883/TCP *Both for outbound connection only
[Method 1] Ports 443 and 8883, both via firewall
[Method 2] Port 443 via proxy server and port 8883 via firewall

Click here to run port diagnostic scan for connecting to SOS.

What are the network requirements for connecting my printer to SOS in Real-time Light mode?

Your company's network needs to connect to SOS Cloud via the following port:
Port 443/TCP *For outbound connection only
[Method 1] Port 443 via proxy server
[Method 2] Port 443 via firewall

Click here to run port diagnostic scan for connecting to SOS.

Where can I contact to know more about the license feature?

Contact our sales representative, or use our contact form here to send us a message.

Do I create one SOS account for my company?

Yes, we recommend for SOS accounts to be created on a per-company basis.
Your company/organization must register a login account to start using SATO Online Services. This account can then be used to invite (add) multiple users based on your printer locations or organizational structure.
*The SOS account creator/owner will be granted Admin permissions automatically.

What are the permission settings for SOS account users?

You can set different permissions to control the level of access users have within the SOS account.
-Admin: Can perform all system actions including adding users
-Modify: Can perform most system actions except for adding users or devices
-Read: Can only view selected information
*Each SOS account must have at least one user with Admin permissions.

I forgot my password to log into the SOS Web App.

Click the Forgot password link on the SOS Web App login page to display the password reset page.
Enter the email address used to register your SOS account, and click Next. The SOS system will send you an email with the procedures to reset password.

I want to change the email address registered to my SOS account.

Log into the SOS Web App. Click your login name on the top right to display the Main Menu. Select Login Name to show login profile, and click on the email address to edit.

My company name has changed. How do I change the company name on my SOS account?

Log into the SOS Web App. Click your login name on the top right to display the Main Menu. Select Company Profile to show company profile, and click on the company name to edit.

I want to add a user to my SOS account.

Log into the SOS Web App. Click your login name on the top right to display the Main Menu. Select Company Profile to show company profile, and click on the + icon to add user.
See Section 6-3 in SOS user manual for details.

I want to delete a user from my SOS account.

Log into the SOS Web App. Click your login name on the top right to display the Main Menu. Select Company Profile to show company profile, and click on the trash can icon to delete user.
See Section 6-3 in SOS user manual for details.

I want to change out a user in my SOS account.

Log into the SOS Web App. Click your login name on the top right to display the Main Menu. Select Company Profile to show company profile, and click on the + icon to first add the new user. Next, click on the trash can icon to delete the old user.
See Section 6-3 in SOS user manual for details.

I tried registering my email address to an SOS account, but experienced errors because the address is already used for another SOS account.

Contact our sales representative, or use our contact form here to send us a message.

How do I find out the IP address of the DNS server to use for printer settings?

Type "nslookup sato.co.jp" at the command prompt on your PC and press the Enter key.
The first (top) line of address that appears is the one to use.
If the query does not return a second (bottom) line of address, it means the DNS server address is not valid.

I cannot connect to SOS Cloud, and see a cloud icon with an exclamation mark (!) on my printer display.

Connection between printer and SOS Cloud has failed partially or completely.
[Check printer settings]
See the Printer setup manual on the SOS portal to check your printer settings.
[Check your network]
Run a port scan via the SOS Port Diagnostic Service on the SOS portal to check your connection with SOS Cloud.

I cannot enable proxy setting when configuring my printer for SOS connection.

See the Printer setup manual on the SOS portal to check your printer settings.

My printer should be configured and ready for Real-time connection, but doesn't seem to connect.

See the Printer setup manual on the SOS portal to check your printer settings.

For further assistance, contact our sales representative, or use our contact form here to send us a message.

My printer should be configured and ready for Real-time Light connection, but doesn't seem to connect.

See the Printer setup manual on the SOS portal to check your printer settings.

For further assistance, contact our sales representative, or use our contact form here to send us a message.

My printer should be configured and ready for On-demand (QR code) connection, but doesn't seem to connect.

See the Printer setup manual on the SOS portal to check your printer settings.

For further assistance, contact our sales representative, or use our contact form here to send us a message.

My printer should be configured and ready for On-demand (NFC) connection, but doesn't seem to connect.

See the Printer setup manual on the SOS portal to check your printer settings.

For further assistance, contact our sales representative, or use our contact form here to send us a message.

What are the common printer errors that may occur?

See the following links for error messages specific to the different printer models.
-CL4/6NX
-LR4NX-FA
-FX3-LX
-PW208NX

My company has registered multiple users for our SOS account. Can email notifications be set up only at the company level or at the individual user level?

Email notifications can be set up for individual users of the same SOS account.

Functional overview of the new SOS

Printer parts covered under the replacement timing alerts

Web printer manual