Xerox 180 IPS manual Xerox Printing Systems Customer Support Center, • • • •

XEROX SUPPORT SERVICES

Before contacting service, make note of the following:

•

•

•

Status code numbers and messages which appear on the keyboard/display

Status messages which appear on the printer control console

Indicator lights that are lit.

Your call is answered by a representative, who asks you for the model number and the serial number for your printing system, and for the following:

•

•

•

•

Serial number for your printing system

Your name

Company name

System condition or status

Give this information to a customer service representative, who will call you back to help you resolve the problem over the phone, or to give you an estimated time of arrival.

Xerox support personnel may use the Sixth Sense feature to access

IPS/NPS controller information via modem from a remote location.

More information about Sixth Sense can be found in the Xerox

DocuPrint 96/4635/180 IPS Troubleshooting Guide.

Note: For your convenience when reporting problems, you may want to consider installing a telephone near the printer.

Xerox Printing Systems Customer Support Center

The Xerox Printing Systems Customer Support Center is available to address your application problems or to direct you to the appropriate documentation.

The key to effective use of the Xerox Printing Systems Customer Support Center is correct identification of the problem. Before calling the center, it is helpful to have the following information available:

•The correct name of your system, such as the Xerox DocuPrint 180 IPS or the Xerox DocuPrint 4635 IPS.

•

•

•

•

A list of any error messages

An explanation of how output is different from what was expected.

An assessment of whether the symptoms follow a pattern or occur randomly.

A list of special conditions that may have caused the problem:

—New applications

—Changes made to the software

—Recent service performed

—Previous conditions under which the application has printed properly.

B-2 XEROX DOCUPRINT 96/4635/180 IPS INSTALLATION PLANNING GUIDE