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XEROX DOCUPRINT 96/4635/180 NPS TROUBLESHOOTING GUIDE 1-1
1. 1Calling for service
Before calling your customer service support center, make sure you
have read this chapter and have tried the corrective actions
described here. If the problem persists, gather the necessary
information and call the customer support center.
Information to have on hand when calling for service
To report DocuPrint hardware or software problems in the United
States, call the following number:
1-800-822-2979
For customers outside the United States, call your local service
representative.
Note: A model-specific phone number is attached to your printer at
installation time.
Before calling, make note of the following:
• Status code numbers and messages that appear on the
controller screen and the printer console
• Indicator lights that are lit
• Name of your printer: DocuPrint 96, 4635, or 180 NPS
• Serial number for your printing system (a 9-digit alphanumeric
code located on the frame inside the printer, behind the narrow
door to the far left, on the front of the printer).
• Problems you are having with the system.
Additional information you may wish to note prior to calling includes:
• An explanation of how output differs from what was expected.
• An assessment of whether the symptoms follow a pattern or
occur randomly.
• A list of special conditions that may be related to the problems:
— New applications
— Changes made to the software
— Recent service performed
— Previous conditions under which the application has
printed properly.
Give this information to a customer service representative, who will
discuss the information and give you an estimated time of arrival or
assist you over the phone to resolve the problem.