Online Support Assistant
November 22nd, 2013
Have you ever had a message come up on your machine and you do what it says but the message just won’t go away? It happens sometime and though I would love to be able to tell you exactly why it happens it will remain one of those mysteries like why do you press harder on remote-control buttons when you know the battery is dead? But those messages happen so what to do. Well first if the message is telling you to do something like empty the waste tray, try doing it again. If it is a message about a tray, cover or door make sure it is closed all the way. Some messages have you do things that have something to do with sensors on the machine and sometimes those sensors need a few seconds to reset. For instance in the case of the Empty Waste Tray message the waste tray has to be out of the machine for at least 5 seconds before it is returned to the machine so that the message will clear. Sometimes we just do things too quickly so slow down, count 1 hippopotamus, 2 hippopotamus, etc. and then see if the message clears.
You can look for other resolutions by going to the Support page for your machine and typing in the message as it appears on the display or report. Follow the directions in the solution and see if that helps. Depending on the message you may be asked to turn off the machine. Again slow and patient, turn the machine off and wait 30 seconds to as much as 2 minutes may be required depending on the machine. So you can count 1 hippopotamus, 2 hippopotamus, etc. and no cheating by just saying 1 hippo, 2 hippo, etc., that will not work. For the longer wait times try singing your favorite song or close your eyes and take a mini vacation in your mind, then power on the machine.
You can also go to the Customer Forum and search for the message or post a question about a message there and someone might have a great answer for you. If the pesky message still will not go away then you will need to call for support. When you call support make sure you have your serial number and the exact message. The exact message is important, telling the support person it says something about the paper tray will not help us help you. We need to know the exact message to give you the best support possible.
So I hope you never get one of those messages that will not go away but if you do you at least know where to start and what to do.
November 19th, 2013
Mavericks OS 10.9 has been released. Drivers for this new operating system are becoming available for the Xerox printers and multifunction devices. A new matrix showing the availability has been posted. Some of the new drivers are already posted on the Drivers and Download sites for the machines. Additional drivers will be added as they become available.
Scan drivers and Fax driver updates will be delayed till after the first of the year on few of our products. The matrix outlines these details in the Additional Information column of the matrix. Please make sure to the read the release notes include with most drivers for additional information.
A little trivia, the release of Mac OS 10.9 begins a change in the naming scheme from the use of big cats to names based on places in California. Mavericks is a surfing location in northern California just north of the town of Half Moon Bay, CA. Mavericks is a winter destination for some of the world’s best big wave surfers.
Okay out of the water and back to the business at hand. Please consult the compatibility matrix for information on the availability of a Mavericks OS 10.9 driver for the Xerox device you are using. If you are unable to find the information you require please consider posting your question to the Customer Support Forum or contact your local support centre.
November 15th, 2013
Today let’s talk about a feature that is available on machines that have a copy function. Xerox is synonymous with copy yet sometimes we forget about all the great features that are available in the copy mode. Have you ever created a copy job and thought this would look more professional if it had a cover? You can have that professional and finished look that covers provide. Did you know your Xerox Multifunction printer or copier can add covers automatically for you? I know what a great time saver. With a few simple programming steps you can add a front cover or front and back cover to your copied sets. This is great for creating presentations, booklets, workbooks and other applications. The covers can be pulled from a different tray allowing you to have covers of a different weight paper like card stock, a different color paper or preprinted paper. Just imagine the possibilities. There is also an option to leave the covers blank or copy onto the covers.
The cover feature can be found on the “Output Format” tab or menu on your machine. Please review your manual or your support page to see if your printer has the covers feature and for complete instructions on setting up covers. I have included a screenshot from the covers screen. This image may differ from what you see on your printer or multifunction printer but it will show you some of the options available for covers.
Please note that the paper used for the covers must be the same size as the paper used for the rest of the document.
Try using covers, add a little flair and see what a difference covers can make in your copy jobs.
November 12th, 2013
Does your Xerox multifunction device or printer squawk or beep? Does the sound bother you or your coworkers? These tones can be adjusted on many of our machines. The audio tones can be turned off or the volume can be increased or decreased. The setting is found on the machine itself in the machines status or tools area, depending on the machine you are using.
To change the tones settings on most of the machines you will need to log in as the System Administrator to make the changes. You can search the Online Support page for your machine for how to log in as the System Administrator. Simply search on “login” or “System Administrator” to find the instructions and the default username and password for your machine.
Some of the machines have settings for individual types of tones, for instance the Fault tones or Selection tones. Other machines have an adjustment for the overall audio tone. The settings include off which means no tone will be emitted. Or you can adjust the volume from high, medium or low. On other machines you can choose between loud, normal or soft. The tones can be helpful to let you know when jobs are completed or when there is a problem at the machine so consider your choices carefully depending on the environment in which the machine operates.
The new audio settings will remain in effect until you change them or until your machine is reset, for instance after a service call you may notice that the tones are heard again depending on what the technician needed to do to service your machine.
If you do not find a case and solution for changing the audio tones on your machine then you may need to have a technician come out to adjust or disable the tones. Don’t let those tones bother you or others they can be adjusted to make your environment quieter.
November 1st, 2013
It is that time of year again. We get to fall back and get an extra hour of sleep or whatever activity you choose to do with your extra hour. I don’t know about you but I have been tired since we sprang forward so I am glad to get my hour back. It is important to remember to change your clocks back one hour at 2 a.m. on Sunday Nov 3, 2013*. Ok so you don’t have to do it at exactly 2 a.m. but just make sure you change the time or you will be early to your appointments or events on Sunday and people will know that you were not paying attention. Now I know that some areas do not participate in the whole spring forward fall back thing so you folks disregard this information.
After you change your clocks, check the clock(s) on your Xerox Products and make sure they are set for the correct time. If the device time is not set correctly it can cause confusion when you look at the time on faxes, activity reports, banner pages and other time sensitive reports and activities. There is also the possibility that printing will not work if the printer and the network are not set for the same time. For information on updating the time please see the document “Updating Xerox Products and Solutions for Daylight Saving Time” or go the support page for your machine and search on “time” for detailed instructions on changing the time on your Xerox product.
If you need to know how to change the time and date via SNMP we have that information as well in the document “Changing Date & Time via SNMP”. We also offer a document with the procedure to update the time on Xerox devices using Xerox CentreWare Web and Xerox Device Manager Xerox CentreWare Web – Updating Device Time.
Change those clocks; replace the batteries in the smoke detectors and carbon monoxide monitors. If you have any of your extra hour left after all this clock changing and battery changing, enjoy your extra time! Also a special thanks to the person that decided to not include a clock on DVD players!! I don’t know about you but I do not miss that blinking 12:00 on the old VCR!!
* Sunday Oct 27, 2013 for Europe
October 25th, 2013
Let’s address addressing envelopes in the age of computers and printers. Remember the good old days when you could just roll an envelope into the typewriter and type a name and address and BAM you were done? Well those days are gone for most of us and now the challenge is to create a professional looking envelope. You can with your Xerox Printer or Multifunction printer. On many of our printers it is not as difficult as it may seem, you just have to know how to place the envelope(s) in the tray correctly and you can create a quality output every time.
The key to printing an envelope is loading the envelope properly and setting up your software program to print to the correct tray and correct size of envelope. We have instructions for printing envelopes on the support pages for your machine. Just go to the support page for your model of printer or multifunction device, then search on “envelopes”. Below is a video for the WorkCentre 5700 series. As always the screens may vary for your machine. Also the way the envelope is loaded may not be correct for your model so please make sure you check the instructions for your model of machine.
You will find all the information you need to load the envelope properly and print to it from different programs on the online support. The support pages will have specifications for the envelopes that can be used on your machine in the paper and media specifications. There are a few of our machines that do not print on envelopes and that will be noted on the Support pages as well. If you have further questions about the process of printing on envelopes you can contact us at Support or you might look on the Customer Forums site to see if anyone else has tips or ideas for working with envelopes with your specific application.
October 18th, 2013
Have you ever needed to copy an id card on to a single sheet of paper? I was in the doctor’s office the other day and they needed to copy my insurance card and my license. I watched as the assistant placed the card on the glass and pressed copy. Then she took the paper and put it back in the paper tray, flipped my card moved it down to a place they had marked by a post-it note and then pressed copy again. So this worked but took a long time to do both cards. I wanted to tell her there was an easier way, get a Xerox product with the ID card feature. The ID card feature takes all the guess work out of where to place the card on the glass and there is no putting the paper back in the paper tray.
The instructions are easy for ID card copying. No reloading the paper, no changing the position of the card, the machine takes care of all of that for you. The instructions below are the basic steps. Please search on ID card at the support page for your machine for the exact steps for your copier or multifunction device model.
To use the ID Card Copy feature:
- Press the [ID Card Copy] button on the Control Panel. “Place Front Side and Press Start” will be displayed on the Display Screen.
- Place the ID card on the Document (Scanner) Glass, with the first side to be copied facing down. The ID card should be centered in the left half of the glass, with the short edge of the card facing the front of the machine.
- Press the [Start] button to copy the first side of the ID card. After the scanning has completed, “Place Back Side and Press Start” will be displayed.
- Turn the ID card over and place it in the same location on the Document Glass again, with the second side to be copied facing down.
- Press the [Start] button. The second side of the ID card will be scanned, and the copy of both sides of the card will be printed.
Check it out for yourself and see if this could be a helpful feature in your workplace.