If you read this blog on a regular basis you know I have a passion for support.  Let me tell you there is some amazing support for and on the ConnectKey multifunction printers.  The ConnectKey not only has support videos available right on the display it also has something called Remote Control Panel.  Remote Control Panel lets someone like a support person, trainer or system administrator take over control of the machine via the display panel and walk you through how to do things right at the machine.  Take a look at this video for an example of how this works. 

So how cool is that?  Remote Control Panel allows real time training and support. Someone like an administrator or product specialist can stay where they are and operate the control panel securely from any office workstation as though they were standing in front of the machine.  The feature can be used  to walk someone at the machine through the set-up and programming of  features.  Not only is this a great training tool it is an awesome support tool. 

In addition to the Remote Control Panel feature there are also embedded help videos to help with issues that might arise on the machine.  ConnectKey provides on-device access to the Xerox Online Support database right from the control panel.  Yes, this is the Online Support that I refer you to in many of the At Your Service blog articles.  All of this at your fingertips support will help you to resolve issues quickly and hopefully without the need for having someone come onsite.  This will save you both time and money!

If you have been a frequent reader of this blog you know that I champion our Online Support in almost every blog.  I must say I am proud of our Online Support and think it is a wonderful resource to find instructions and help with your Xerox machines and software. We really do want to hear what you think about our online support which is why we give you the opportunity in every solution to let us know how we are doing. 

Please let us know when we do something right.  When you go to the support pages and find a solution that works for you please let us know. All you have to do is click on the “I Found My Answer” link under the Yes column.  We really do look at this stuff and it helps us know what type of cases and solutions help you out the most. With that information we can build better more helpful knowledgebase for you.

We also would like to hear your suggestions and comments for what you would like to see added or changed in the knowledge bases or any other information you would like us to know.  You can supply us with this information by clicking on the “Send us your ideas and feedback link”   Here is an example of what you will see at the end of every solution.  These are the links I have been talking about. 

We really do want our online support to be the best and we want it to help you be self-sufficient when using and troubleshooting your equipment.  Now we know we cannot answer every question for every situation but with your help we can get the most common information up there for you to see and you can have a hand in making sure the information you need is there for you and others that use the same machines and applications that you use. 

Consider helping us help you and other customers.  We really do appreciate your input.

Let’s talk about Xerox MySupport which is actually your support not my support, I know it sounds like that classic and genius Abbott and Costello routine “Who’s on First”, if you haven’t ever seen it, check it out, I have posted it below.   

Back to the topic, have you seen this tool called Xerox MySupport?  Well if you haven’t you are missing out on a tool that will save you time and really impress you if you are into major organization and simplicity.   Seriously this is like the ultimate organizer but for your Xerox printing equipment.  The Xerox MySupport portal will allow you to customize your interface to display information about all your equipment and allow you to receive notifications about new drivers, security updates, and support updates.  If your devices are set up for automated services included with the Smart eSolutions you can also monitor the printer’s status, usage patterns, view your ink/toner levels and meter reads between billings.  You can even export data about your machines to create your own reports and graphs.  The MySupport portal is completely customizable so that you only receive the information about your model of machine(s) and information that is pertinent to your business.   

We have great information about the free Xerox MySupport portal on the MySupport portal web page.  There is also a brochure and a video tour of the portal.  I think you should take a look at these links and see how you can do some spring cleaning and organizing of your Xerox printers.  The MySupport portal, available for those  with Full Service Maintenance Agreements or rental / lease agreements, will make managing your printers so much easier with all the information you need in one place, no searching, no multiple clicking, so it will save you time too!  Check it out and you will see just how helpful this tool can be.  

Yes, I am making up expressions, but “Learn Out” seemed like the correct term to describe the Xerox training videos.  Lately several training videos have been posted for some of the Xerox multifunction devices.  These videos walk you through many of the features of the machine and can be viewed all at once or a section at a time.  The flexibility is great you can watch just one section to answer a pressing question on how to do something like using scan to e-mail for example. 

These videos are great to familiarize yourself with the most popular features and functions of the machine and are also wonderful for new users and casual users that may not necessarily need to know everything.  If you have a user that only uses one feature they can just watch the section of the video for the feature they need.  The training videos can also be downloaded to your PC for your use. 

Here is a sample of the Training videos for the WorkCentre 7800 family.   

 Please enable Javascript and Flash to view this Viddler video.

Below is a list of the machines that have the training videos.  Click on the machine name to be redirected directly to the Training video.   

• WorkCentre 5735 5740 5745 5755 5765 5775 5790
• WorkCentre 7525 7530 7535 7545 7556
• WorkCentre 5845 5855 5865 5875 5890
• WorkCentre 7830 7835 7845 7855
• WorkCentre 7220 7225
• ColorQube 9301 9302 9303
• WorkCentre 7755 7765 7775
• WorkCentre 5325 5330 5335

Alternately you can navigate to the support page for the machine and then select the Video tab to find the training video.   This is just one more option for finding the support you need on your Xerox product.  So exercise your right to “Learn Out” now.

Today I want to talk about the Configuration, System or Settings Report (the name of your report may vary depending on your machine model).  This report has tons of information about the machine and can be so helpful for so many reasons.  The report will tell you what options you have available and how your machine is set up.  The report tells you how your defaults are set and the IP address if it is a networked printer.  These are just a very few of the items listed on the report.

The video below shows how easy it is to print the configuration, system or settings report.  This video is for the WorkCentre 5645/5655 but the steps are similar and many machines. 

Why should you print this report?  Well if you have a service call placed it may help the technician solve the issue or it can help you reset any options that may be changed during the call.  If you purchase or have another machine you can use the report to set the machine up the same way.  If you use Online Support or call in for support the report may be needed to find out information about your machine.  Finally if the office gremlin changes something when no one is looking you can use the report to reset your settings. 

It is a good idea to print the report periodically so you have a current one on hand if the need arises.  Some people leave the report at the machine or store it in a folder near the machine.  You will see some things that don’t really make sense like random numbers and letters, but surprisingly that stuff actually makes sense to somebody.   To find out how to print the report just go to the Online Support Page on Xerox.com and enter your model number.  Search on configuration or settings to find the instructions for printing the report. 

 Now go over there to your printer and print out that report….You’re still here reading aren’t you?  Go, print, be gone!!

Did you know that the Xerox Customer Support Community has a board specifically for questions and issues with Mobile Printing?  The Mobile Printing board was created to answer questions for users of Xerox Mobile Print Cloud, Mobile Print Solution and the Mobile Print Portal application. The questions and issues posted on this board will be answered by other users or moderators familiar with these products and applications.  The Mobile Printing board is a great source of information and support. 

Xerox Mobile Print Cloud is a software solution that enables users to print from their smartphone or tablet. Xerox Mobile Print Portal is an app for Android and iOS devices that enables users to print with Xerox Mobile Print Cloud or Xerox Mobile Print Solution.  Please watch this short video to see how it works. 

There are also support pages for the Xerox Mobile Print Solutions.  The Xerox Mobile Print Cloud, Mobile Print Solution and the Mobile Print Portal application.  Each have a support page that includes frequently asked questions, how tos and answers to problems and issues.  You can also find documentation on the documentation tab for each page.   

Please visit the Xerox Customer Support Community to review the Mobile Printing board and ask any questions you may have about these products / solutions.

You know that I talk about the Online Support for your machine all the time.  Well now we have a video that will walk you through the online support and drivers pages.  The tour is geared toward one machine but all of our machines have the same basic setup and flow.

I want you to watch the video so that you will know exactly how to navigate through the pages to find everything you need for your machine.  The information found in these pages may save you a call to the support centre or even a service call.  What you find on the support and drivers pages may get your machine up and running if you are having a problem and lessen your down time.

The video uses a yellow ball and a red bull’s-eye to guide you through the various sections and tabs.  Ok so we don’t have a bouncing ball you can follow like on some TV shows and movies but feel free to sing or hum your favorite song as you follow our stationary yellow ball!!

Please consider bookmarking the video so that you can return to it to help you navigate the support and drivers site or to train new users on where to find help with and answers about your Xerox printers and/ or multifunction devices.