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DocuTech 128/155/180 HighLight Color Operator Guide 4-31
Problem Solving
representative can supply you with the telephone number for the
Customer Service Support Center in your area.
The correct phone number is attached to your printer at installation
time.
Before calling for service, make note of:
• Print, job fault messages, or status messages that appear on
the controller
• Indicator lights that may or may not be lit
• Status codes that appear in the message display of the tape
drive control panel if there is a tape drive problem
Your call is answered by a representative who asks you for your
equipment model. You are also asked for:
• Your printing system serial number, which is located on a
panel inside the printer, behind the small door on the left.
Figure 4-29 Location of printing system serial number
• Your name
• Your company name
• The system condition or status
NOTE: The printer serial number and fault codes can also be
seen on the Tools display of the printer control console.
This information is given to a customer service representative who
calls you back to discuss the information and gives you an
estimated time of arrival or to assist you over the phone to resolve
the problem.