Troubleshooting processes
Determine the problem source
The following table includes basic questions to ask the customer to quickly help define the problem or problems.
General topic | Questions | |
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Environment | ● | Is the product installed on a solid, level surface (± 1°)? |
| ● | Is the |
| ● | Is the |
| ● | Is the operating environment within the specified parameters? |
| ● | Is the product exposed to ammonia gas, such as that produced by diazo |
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| copiers or office cleaning materials? |
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| NOTE: Diazo copiers produce ammonia gas as part of the coping |
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| processes. Ammonia gas (from cleaning supplies or a diazo copier) can have |
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| an adverse affect on some product components (for example, the imaging |
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| drum). |
| ● | Is the product exposed to direct sunlight? |
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Paper | ● | Does the customer use only supported paper? |
| ● | Is the paper in good condition (no curls, folds, or distortion)? |
| ● | Is the paper stored correctly and within environmental limits? |
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Input tray | ● | Is the amount of paper in the tray within specifications? |
| ● | Is the paper correctly placed in the tray? |
| ● | Are the paper guides aligned with the stack? |
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Supplies | ● | Are the print cartridges and the |
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| seated? |
| ● | Has the sealing tape been removed from each print cartridge? |
| ● | Are the print cartridges and imaging drum within their estimated life? (Check |
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| the supplies status page.) |
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Transfer roller and fuser | ● | Are the transfer roller and fuser installed correctly? |
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Covers | ● | Are the top, front and rear doors firmly closed? |
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80 Chapter 2 Solve problems | ENWW |