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TROUBLESHOOTING
3 - 1
3
3. TROUBLESHOOTING
3.1 Diagnosis Over Telephone
Most problems end users inquire are the results of the following. Therefore, ask the nature of the trou-
ble (in detail) first to seek the cause. These questions can lead to a speedy resolution of the trouble
without the need for a service technician.
• Simple mis-operation
A trouble caused by a simple mis-operation can be solved by the user alone with an appropriate
instruction through the telephone.
• A failure with the telephone line
The machine’s condition can be checked by the user’s operating sending/receiving documents to/
from another FAX unit.
• A failure with the other party’s machine
The other party’s machine’s condition can be checked by the user’s operating sending/receiving
documents from/to the user’s machine.
Also, by verifying the error message in the LCD display or the error code on the Journal with the user,
the nature of the trouble can be confirmed. This information is important in finding the cause of trouble.
Whenever it can be obtained from the user, respond on the telephone by tracing the “ P. 3-3 "3.3
Flow Chart for Recommended Telephone Screening"”. This will help the service technician to be pre-
pared for the necessary service requirements.