Using the Xerox Customer Support Forum to Your Advantage

Posted on by | General Information, Support Tools | 8 comments

Let’s look at using the Xerox Customer Support Forum (XCSF) to your advantage. The XCSF is a peer-to-peer forum created so that customers can post questions about their Xerox printers and multifunction devices and share solutions that have worked for them.

Joining the Xerox Customer Support Forum

To post and reply on the XCSF you must be registered which is a simple process that you have already completed if you have a Xerox Online Account.   Simply sign on to your account and then navigate to the Forum where you will complete a simple form to sign-up. Once you are registered for the XCSF you can post your questions or help others with their issues by replying to posts.

You can search the forum for answers to your questions before you even post a question. The information you need may already be on the forum. If you find a solution that works for you give a Kudo to the person that wrote it up.  

If you don’t find what you are looking for write a post.

Writing a Post

Writing a post so others can help you:  

  1. Choose the board that relates to your question or issue.
  2. Select Post a Question.
  3. Pick the operating system you are using.
  4. Make sure to choose your printer model from the drop-down for the product. You can begin typing the name or model number to narrow the choices.
  5. The title should be a short problem description.
  6. Your post should contain a thorough problem description, including any error messages and codes. Writing “won’t print” will not give anyone information to help you.  
  7. Provide steps to recreate the error if possible.
  8. Include pictures of any helpful information such as image quality issues. You can post a short video too. A video might provide the sounds you are hearing or show where the paper is jamming, for example.

Note: Images and videos are moderated, so they will not display in your post immediately.  

Helping Others

While you are in the forum, review the titles of some posts and see if there are any you think you could help with from your experiences. Any little piece of advice or tip is appreciated by your fellow users. If a solution is found or someone posts a solution on your post that works be sure to mark it as a solution. Marking a solution will make it easier for others to find the information in the future.  

The more you participate in the XCSF the more stars you will earn. As you earn stars your title in the forum, which displays under your name, will change as you supply more quality information. Valued Advisor is the top rank and makes you a Superuser. As a superuser, your images and videos will no longer be moderated.

If you need additional support, try the Xerox Customer Support Forum and see if it works for you. Sometimes the people using the products daily are best able to provide advice and solutions. Give it a try and be part of the Xerox customer community today.  

Tips, Tricks, Workarounds? Share Them on the Xerox Customer Support Forum

Posted on by | General Information, Support Tools | 0 comments

The Xerox Customer Support Forum wants you, more specifically your knowledge, tips, tricks and workarounds. Let’s face it you are in the trenches using Xerox printers and / or multifunction devices every day in scenarios our engineers may have never considered. You have a wealth of information that may just help someone else. The forum has questions and answers from people just like you – the people that use the machine on a daily basis. Simply register for the forum and post your question or answer someone’s question.

People from around the world participate in the forum community but please remember all content should be in English. You could have the answer someone else is looking for and save them time by answering their question. It is a win – win type of support. As you become more involved in the forum you can earn ever-increasing ranks on the board. You don’t have to register to look through the forum but we hope you will sign up and contribute. You can create a post if you have a question, tip, workaround or other information to share. 

There are how tos available on the forum site to help you get started and use the forum more effectively. When you post your issue please provide as much detail as you can about the issue including operating system, device, and application being used. Also include any error codes or messages you are seeing. These details will help people suggest answers or solutions to your issue. When posting an answer please provide as much detail as you can on how you fixed the issue, other users will appreciate your time and effort. Photos, videos and documents can be uploaded with your post.  Photos or screenshots of errors or settings are helpful in diagnosing an issue or explaining a solution.  You will find many helpful screenshots in some of the answers on the forum.

The Xerox Customer Support Forum has several helpful features. One of these is the search (pictured below). The search should help you to find information about your issue if it already exists on the forum. The community is fully searchable making it easy to find what you are looking for on the forum.

There is also a suggestions feature that will display as you enter the subject for your post. You will see displayed posts similar to the title that you are typing in to the subject field. If you do not want to see the suggestions, you can turn off the feature by selecting Turn Off Suggestions in the lower left corner of the drop down box that displays. This feature could find you an answer before you even start to post your message. How is that for efficient?!

The Xerox Customer Support Forum is another way we are trying to bring support for your products closer to you so that you can get the answers you need when you need them.

A Fast, Friendly, and Capable Artificial Intelligence (AI) Assistant

Posted on by | General | 1 comments

Say hello to Solver – our AI Chatbot.

We’ve all been there. You need instant support with a product or service without having to wait
for an engineer. Or you simply require quick access to resources and information. Solver, our new
conversational AI chatbot, delivers what you need – quickly, accurately, and with a personal touch.

AVAILABL E NOW, READY TO ACCESS
Available in 18 countries, Solver is ready
and waiting for your questions. You can
visit xerox.com, log into the Xerox® Fleet
Management Portal, or access Solver
through the Xerox® Easy Assist App.

COMPREHENSIVE ANSWERS
AT YOUR F INGERTIPS

With Solver, we’ve combined cutting-edge generative AI with technical expertise to create a powerful self-help solution. Simply ask Solver your question, and you’ll get an instant, relevant answer tailored to your problem or opportunity. It’s a faster,
more efficient way to resolve issues and
keep your operations running smoothly.
And, if things get complicated, our Xerox representatives will be available to assist you personally.

18 countries. Six languages.
Available 24/7. Designed for you.
Simple, fast, and knowledgeable.
Let’s get your questions answered
with Solver – our AI Chatbot.

Solver can:

  • Recognize context, pull the right information, and localize it in your language
  • Provide instant instructions and
    knowledge for fast technical support
    to resolve a variety of simple issues
  • Help order, track, trace, or recycle supplies
  • Retrieve materials like installation
    instructions or troubleshooting
  • Find easy-to-follow information on
    hardware and print drivers
  • Refer you to a live agent when needed
    or requested
  • Respond in English, Portuguese, Italian,
    German, French, and Spanish

LET’S TAKE A CLOSER LOOK

Find out more at xerox.com

© 2025 Xerox Corporation. All rights reserved. Xerox® is a trademark of Xerox Corporation in the
United States and/or other countries. 01/25 TSK-6661 BR40974

Programming and Printing on Custom Size Paper

Posted on by | Features, Printing, Support Tools | 0 comments

Today we will explore how to set custom size paper selections in your print driver for print jobs.  You can save the custom size to be used repeatedly. Let us look at the general steps for creating and saving a custom size for paper in the driver. Your steps may be slightly different depending on the model of your Xerox printer or multifunction printer and the operating system (OS) you are using.

Depending on your machine you can print custom-size paper from Trays 1–5. Since custom size paper settings are saved in the print driver, they are available for you to select in all your applications. Please check your paper and paper tray specifications for information on the sizes supported for the paper trays on your machine. Custom sizes are most commonly printed from the bypass tray.

To create a custom paper size in the Windows print driver:

  1. In the print driver, click the Printing Options tab.
  2. Click on the Paper pull-down menu and select [Other Size].
  3. Click on Advanced Paper Size…
  4. In Paper Size window, click on the Output Paper Size pull-down menu and select [New].
  5. In New Custom Paper Size window, enter a name for the Custom Size in the Name field.  NOTE: This name will be listed in the Paper Size list in the print driver.
  6. Enter the required height and width in the fields provided. The height and width may be set within the paper size specifications for your model printer.
  7. Click on [OK] three times.

To print a document on custom size paper using a Windows OS:

  1. Open the file to be printed, and then select [Print] from the File menu. The Print window will be displayed.
  2. Select the Xerox printer, and then click on [Properties] or [Preferences].
  3. In the print driver, click the Printing Options tab.
  4. Click on the Paper pull-down menu and select [Other Size].
  5. Select the Fit to New Paper Size menu and select the custom paper size created before.
  6. Click on [OK] to close the windows and print the file.

To create custom paper size in the Apple Macintosh OS X (10.5 or Higher) driver:

  1. In the application, click File then Page Setup.
  2.  Click Paper Sizes, and then select Manage Custom Sizes.
  3.  In the Manage Paper Sizes window, click the plus sign (+) to add a new size.
  4.  Double-click Untitled at the top of the window and type a name for the new custom size.
  5.  Enter the height and width of the new custom size.
  6.  Click the arrow to the right of the Non-Printable Area field and select the printer from the drop-down list. Or set the top, bottom, right, and left margins for User Defined margins.
  7.  Click OK to save the settings.

To print a document on custom size paper using a Mac OS:

  1. Open the file to be printed, and then select [Page Setup] from the File menu.
  2. Select the required printer from the Format For pull-down menu.
  3. Select the required custom paper size from the Paper Size pull-down menu,
  4. Click on [OK].
  5. Select [Print] from the File menu. The Print window will be displayed.
  6. Select any required printing options.
  7. Click on the [Print] button to send the job to the printer.

Those are the basic steps; the steps may differ a little depending on the machine you are using.  These instructions are presented to help you to know where to look in your driver for the custom setup.   If you need further information or help, please search the online support for your model of machine or contact your local support centre.

How To Find Your Serial Number

Posted on by | General, Support Tools | 0 comments

The serial number can be found on the first screen of the Embedded Web Server (Web Interface) or CentreWare Internet Services (CWIS). Note: Some older VersaLink printers require you to select “Details” on the first page of the web interface to see the serial number.

Other Places to Find Your Serial Number
1. The serial number is on the display of the machine by pressing Device and then About on the Control Panel.
Note: For WorkCentre printers press the Machine Status button on the Control Panel. The serial number will be displayed on the Machine Information tab.
2. The serial number is on the configuration or settings report of your machine.
Note: To find out how to print out the configuration or setting report please go to the Xerox Support Page for your machine and search on Configuration Report or Settings Report.
3. The serial number is on a plate or sticker inside or on the back of the machine. For assistance with finding these locations of the serial number visit the Xerox Support Page for the machine and then search on “Serial Number”. The solution will walk you through finding the serial number on your machine.

Examples of Serial Number Locations

Paper Storage Best Practices

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Paper Storage Explained:

Paper is highly sensitive to moisture and the humidity levels within which it is stored. When paper is manufactured, most manufacturers produce paper to strict quality standards.  The paper is then carefully sealed into packaging that contains a special lining for maintaining the humidity level of the paper for as long as it is properly stored. Paper shipped in this condition is perfect for Xerographic applications, but the freshness of the paper is dependent upon its storage conditions.

As a result, paper that is improperly handled or stored can be subject to excess moisture from the atmosphere, which can cause the paper to increase in size, warp, curl or stick together.

Paper Storage Issues:

  • Damp paper can warp in tray – Paper that has absorbed too much moisture from the atmosphere can begin to become wavy or warp, starting around the edges of the sheet. Warped paper can result in jams, misfeeds and wrinkles during the printing process.
  • Damp paper can affect toner bonding to paper – Damp paper can lead to poor toner application and fusing issues, such as light/faded output or print smudging.
  • Damp paper may curl or adhere to other sheets – Damp paper may curl more than normal paper would, resulting in curly paper output, or increased instances of misfeeds and paper jams. It also may stick to neighboring sheets of paper, becoming difficult to separate causing misfeeds and jams.
  • Dry paper can also warp in tray – Paper that has lost too much moisture can contract around the edges of the sheet causing “tight edges”, which can lead to misfeeds, jams, registration issues as well as wrinkles.

Paper Storage Considerations:

  • Always store paper in its original packaging until ready for use – Paper is packaged in a wrapper lined with polyethylene plastic that is resistant to moisture. Unopened packages of paper should be stored inside its original cardboard carton whenever possible.
  • Store paper in a storage cabinet or flat shelf – Keep unused paper in a dry, flat storage cabinet where it can be protected from physical damage and the elements. Always stack reams of paper evenly on top of one another to avoid curling or bending. Storage locations that experience extreme temperature and humidity shifts, like the floor, can increase the chances of moisture being absorbed into the paper.
  • The storage location should be climate controlled – The storage location should also be kept within 68°F/20°C to 76°F/24.4°C and within 35-55% humidity levels for best results.
  • Paper must be conditioned before use – If the paper cannot be stored in a climate-controlled environment, the paper must be given a conditioning period. For example, a carton of paper stored in a 57.2°F/14°C storage room, brought into a 72.5°F/22.5°C production room must be conditioned for 8 hours before use. The conditioning time will vary depending upon the temperature difference.
  • Use only the amount of paper needed in the tray – When loading paper into the printer, load only the amount of paper that the job requires or that will be used in the short term. Reseal any unused paper after opening to maintain paper freshness. The packaging contains a special lining that absorbs moisture to help keep remaining paper dry.

To learn more about paper storage practices, jamming or misfeed issues for your device please go to our Support Pages .

Here’s to a Healthy New Year!

Posted on by | Apps, Support Tools, Technology | 9 comments

2023 has arrived, and hopefully everyone is off to a good start. Many of us are returning to our offices after a holiday break, which means once again using our Xerox® printer(s) on a daily or frequent basis.

To help your ‘stay healthy’ goals for the year, you may want to add a hand washing reminder to your workplace with the Clean Hands Reminder App for your VersaLink®, AltaLink® and PrimeLink® printers. The app displays on the user screen when the device is inactive. When the user touches any portion of the screen or a button, the app exits to the home screen.

The Clean Hands Reminder app is a friendly, non-intrusive, screen-saver type reminder to maintain proper hygiene located on the screen of your printer, visible to all users.  It is a simple, silent reminder for users to protect themselves and co-workers. The app provides a tool for maintaining a clean and safe work environment.

The app can be added to compatible printers in under 2 minutes. It is free and works with any ConnectKey enabled printer with EIP v3.5 or higher. (Please note the app is not compatible with the Xerox i-Series or older devices.) The app is available globally with titles and descriptions in English, Spanish, French, German, Italian, Portuguese, Dutch, Turkish and Russian.

To install on your compatible devices, download the Clean Hands Reminder app from the Xerox App Gallery’s General section.  For your convenience there is a 2 minute “How To” video to walk you through installing the app.  This video is available to watch on Xerox Support’s YouTube channel or via the QR code below.

To maximize the benefit of the Clean Hands Reminder app, ensure that you have:

1. Set the app to be the default service on your device (example: Entry Screen Default, Walkup Screen Setting)

2. Set the user interface timeout to the minimum (example: touch user interface system timeout, system timeout for the device control panel)

3. Set Energy Saver to the longest possible setting (example: Power Saver, Low Power Setting at 60 minutes)

Please consult your printer model’s user guide for specific details. User guides can be found on the Xerox Support site.

Please also visit the Xerox Print Devices Cleaning Guidance site for ways to keep the external surfaces of your printers clean to help maintain a healthy workplace.

Here’s to a healthy 2023!

A New Resolution

Posted on by | Support Tools | 4 comments

2023 is nearly here!  The final days of 2022 are winding down and coming to a close. On New Year’s Eve we will celebrate with toasts and cheers with our loved ones.  New Year’s resolutions will be made, and we will start the year with enthusiasm for the possibilities ahead.

While we’re on the topic of New Year’s resolutions, may we suggest one for your consideration. Why not learn one or two new things about the Xerox printer that you use on a regular basis? Maybe there’s a feature that you do not know how to use and taking advantage of it would save you a few steps and a few minutes each day. Or maybe it allows you to do something you did not think was possible.

Browsing through our video library at the Xerox Support YouTube channel may give you some ideas and features to explore. Perusing the user guide for your printer may reveal capabilities you did not know were there. You can find them at www.Xerox.com/support by searching for documentation for your particular printer model.

It’s not a life changing resolution, but it just may be something that makes that little bit of difference to your work life in 2023.

Happy Holidays!

Posted on by | General, Online Support Assistant, Support Tools | 0 comments

It’s the most wonderful time of the year! We’re now in a season of holidays, celebrating Christmas, Hanukkah and Kwanzaa with family and friends. There’s a spirit of joy and excitement in the air. For many, there are also snowflakes in the air. At this time of year they can be a welcome sight, making the hills and valleys a magical scene to behold.

While many of you may be able to take time off work to enjoy the holidays, others may be working at an increased pace to meet their customers’ needs before the year ends. We would like to assure you that Xerox Support will continue to be available to you during this time.

We encourage you to use our resources at www.xerox.com/support to view support content specific to your product model. Additional resources are listed below.

Support Resources

We are glad for the opportunity to support you.

May you experience the peace and joys of this special time of year!

Seeking Your Feedback

Posted on by | General, Support Tools | 0 comments

We live in a world where it’s easier than ever to communicate directly to the companies and suppliers who provide us with goods and services. At the click of the mouse, we can indicate whether a delivery was on time and performed as expected. As soon as we leave the car dealership, we have an email survey to provide feedback.

Xerox Support would also love to hear from you about the services we’re providing online at www.xerox.com/support. We really do want to hear what you think, which is why we give you the opportunity in every solution presented.

When you go to the Xerox.com support pages and find a solution that works for you, please let us know. All you need to do is select an answer next to the question: “Did this help?” We’ve made it only 2 options so it’s as quick and easy as possible to provide feedback. We don’t want to take too much of your time.

We really do look at these ratings. It helps us know which information is useful, and which may need additional explanation. With that feedback, we can build better knowledge content for everyone.

Here is an example of what you will see at the end of every solution.

We strive for our online support to be able to provide quick answers at your fingertips to keep you printing. Consider helping us help you and other customers.

We appreciate your input!