XEROX SUPPORT SERVICES
Before contacting service, make note of the following:
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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:
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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 NPS 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.
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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.
XEROX DOCUPRINT NETWORK PRINTER SERIES INSTALLATION PLANNING GUIDE FOR MODELS 96/4635/180 NPS |
