Scanning – So Many Choices, So Much Support

Posted on by | Features, Support Tools | 3 comments

Scanning is one of the subjects we get many questions about.  There are several ways to scan and that is what seems to bring all the questions.  On the multifunction printers (MFP), there is scan to pc, scan to email, scan to a shared folder, scan to desktop, scan to USB, and more.  Not all MFPs have all of the different types of scanning and some forms of scanning may be an option.

To help you navigate the scanning setup(s) the Xerox Support YouTube channel has several videos to help you set up the different types of scanning.  Recently two new videos have been uploaded. One video will walk you through setting up the scan to pc desktop on the Xerox® WorkCentre® 6027 Family products. The other newly uploaded video shows you how to setup scan to smb on Windows 10 OS Xerox® AltaLink® Family products.  Many of the steps in these videos as it relates to the setup on the PC translates to most of the multifunction printers that have the same feature.

Here is the Setting Up the Scan to PC Desktop video

As you can see the instructions for the setup on the PC side would be the same regardless of the multifunction printer you are using.  Search on the Xerox Support YouTube channel for “scan” to see all the videos that will walk you through scan setup.  Further instructions and instructions for the MAC OS are available on the support pages for your machine.  Simply search on “scan” or narrow your choices by searching on the type of scan you want to use (ex. Scan to desktop, scan to smb, etc.).

After reviewing these resources, if you still find you have more questions on scanning consider contacting your support centre by phone or chat, or you can search posts or post a question on the Xerox Support Community Forum.

Scanning is one of the most popular features.  If you have not tried scanning from your Xerox device consider giving it a try, the only the thing you have to lose is all those stacks of paper!

Manage Your Document Workflow

Posted on by | Printing, Support Tools | 0 comments

Have you ever really thought about your document workflows?  How does your document get from your PC, Tablet or smartphone to the printer?  You might be missing an opportunity to save money and streamline your work processes by not looking at your document workflow.

To help you critically look at your document processes Xerox has several tools to help.  Today we are going to look at the Document Workflow Management workbook.  The workbook will take you through a checklist to help you look at your process and find some places where you might be able to save some money and time.

Navigate to the Document Workflow Management Workbook site and click on the “Get the Workbook” button.  You can open it, save it or print it out.  I suggest printing it so that you can write your answers on the checklist provided.

The workbook will help you assess the current state of your document processes, showing you where your money and resources are going at this time.  The workbook will then help you to see where your processes can become more efficient and save you money. You will see how your workflow can become more efficient and easier for your users and free up your IT people to do other things.

After going through the workbook you will have identified ways to save on paper and toner.  You will also identify savings in productivity and IT support time.  Give the document workflow management site a look and review that workbook it could help you save time and money.

Update for AMR & ASR Customers

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

Prepare now for the SHA2 certificate upgrade required for device communications

Effective May 25, 2019, Xerox devices using the SHA-1 (Secure Hash Algorithm) security certificate will not be able to transmit their meter and supply usage data over the device-direct pathway. The replacement and more secure SHA-2 certificate will be required.  Action is needed to ensure that your automated meter reads (AMR) and automated supplies replenishment (ASR) are not disrupted.

The list of affected products is available in the Security Bulletin found at www.xerox.com/sha2.

The options for each product family are specified in the bulletin:

  1. For most products, a customer-installable software upgrade will deliver the SHA-2 certificate and enable device-direct communication to continue.
  2. All Office products can use Xerox® Device Agent (XDA) and the proxy communication method to support remote services going forward.

To determine if your devices are impacted, review your machines’ current software levels and compare them to the minimum SHA-2 compliant software versions stated in the bulletin. You can find the current software version by printing a configuration report from your devices, or by looking in MySupport Portal.

Please perform the individual software upgrades to obtain the SHA-2 certificate and continue device-direct communication where possible. This communication method is beneficial because it provides a diagnostic payload that is used by our service agents to diagnose problems and arrive at solutions more quickly

Customers with multiple machines impacted by this change may find it efficient to use Xerox® Device Agent (XDA) as a solution.  This free application takes approximately 15 minutes to install, and supports up to 2000 machines.  It can be setup immediately and will work simultaneously with your current device-direct connections.  When SHA-1 expires, machines that have not upgraded to SHA-2 will stop communicating device-direct, but XDA will continue to report the devices’ meter reads and supply replenishment needs.  Visit our Remote Services online support assistant for information on how to use the device manager solution.

If you need assistance upgrading your device software or installing Xerox® Device Agent (XDA) your local support center will be able to assist you.

For more information on the connection methods and Remote Services, please consult the Security White Paper.

Recommended and Specialty Media: You Can Print on That

Posted on by | General Information, Printing | 0 comments

Many of the Xerox printers and multifunction printers can use specialty media.  You can find the recommended media and paper lists on the Supplies Recommended Media List (RML) page.  These lists contain the paper that has been tested for optimal use in your Xerox printer. Simply find your product and review the list to see the possibilities for your machine.

Let’s look at several types of media that you can use to increase income or limit costs, depending on your business needs. There are so many types of media available today.  It used to be plain paper and maybe a transparency or envelope were usable in printers. Today there are such things as water and tear resistant paper for everything from menus to all-weather tags for plants or outside signage.

Some of our printers can print window clings and magnets as well, for great advertising and promotional possibilities.  Take a look at the video below that walks you through many of the varied media options available available for the Xerox Versant Press. Now not all media shown in the video will be recommended for all printers.  Specialty media can be used in printers from Phasers to Production Printers and everything in between but not all media can be used in all printers.

https://www.youtube.com/watch?v=IZKex5HoRGI

So many interesting possibilities in that video. One of the main things to remember when using specialty media is to set the paper setting correctly on the printer to get the optimum output.  Information for loading media and setting the correct settings are available on some of the RMLs and in the support pages for your machine.  To explore the different media review the Paper and Specialty Media.site.

Remember you can get additional information and instructions from the Online Support site for your machine, the RML site, ask a question on the Customer Support Forum or contact your local support centre.

Can You Hear It? Xerox® Audio Documents App

Posted on by | ConnectKey, Support Tools, Technology | 0 comments

Have you ever wished someone would just read that long business document to you?  Are you an auditory learner that comprehends better when you hear something?  We may have a solution for you.  Xerox® Audio Documents App is an app available for use with your ConnectKey® Technology-enabled multifunction printer that will convert a hard copy document to an audio file.

Think of the implications, now instead of having a room full of people read a document for a meeting or a workshop you can simply play the audio and everyone saves time by not having to read the document and you save paper and print time.  Or maybe you have spare time during your drive or ride to work, listen to the audio file at that time.

How Does It Work?

Open the app, enter your email, source language, settings and scan your document at the Xerox ConnectKey multifunction printer. A MP3 link is sent to the email address you specified.  Open the file and listen to your document.  Xerox Audio Documents app supports document submission in English, French, Spanish, German, Italian and Brazilian Portuguese.  Check out this video to see just how quick and easy it is to scan your document to an audio file.

https://www.youtube.com/watch?v=nJ7Vf4tpEUo

What Type of Documents Work?

Simple to even complex documents can be scanned.  Audio Documents can accommodate challenging document formats. For example, text displayed in columns can be interpreted into portable and convenient audio output. Best results are achieved with simple layouts with no handwriting, simple graphics and no background color on the original.

Where to get the App and Support

You can try and then buy the app by going to the Xerox App Gallery and selecting the Xerox Audio Documents under the General category.  You can review the Quick Start Guide and the information on the support site for the Xerox App Gallery. Support is available at the App Gallery board on the Xerox Customer Support Community forum.

 

Service Delivery Video Chat – Almost Like Being There!

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

Xerox is offering a new service called Service Delivery Video Chat.  If or when you need support you can now communicate with a Xerox support agent through video chat.  Video Chat will enable you to show us exactly what you are seeing at your machine and help us help you get back up and running.

How does it work?

Simply call your local support center.  The support agents have the option to try a remote solve. Using the Remote Solve customers are given the option to call via video chat, Skype or FaceTime are the video chat options at this time.  The agent can then direct you on how to fix an issue remotely and they can actually see what you are seeing on your machine.  The use of video chat could lead to faster resolution, less explaining and more problem solving on the first call.

Please watch the video below that explains this new service and shows you how it works.

As you can see in the video, we are using technology for faster service resolutions, saving you time and getting back to business as quickly as we can.

Sign Me Up

Subscribe to the Xerox Support YouTube Channel so you do not miss important information and so you can easily find videos to walk you through how to use, fix and maintain your printers.  It easy to subscribe.  Check out just how easy it is by watching this video on how to subscribe to a YouTube channel.

See how easy subscribing can be?

Next time you  need support check out the videos to see if there is one that will solve your issue but if not  you now have the new option of Service Delivery Video Chat.

 

Technical Support Your Way

Posted on by | Online Support Assistant, Support Tools | 22 comments

Customer technical support is important to any company.  At Xerox we strive to make your technical support experience fast, easy and accurate.  To do this we have many forms of support to meet your needs.  From support directly at the machine to online support to phone support and more. Getting the solution to you in the way you prefer and within your schedule is what we try to achieve.  It has been referred to as getting the solution closer to the customer.

The closest to you support options are support directly at the machine interface and online support.  These two types of support are available to you 24 hours a day 7 days a week.  The answers, solutions and knowledge in those resources has been collected and sourced from the support personnel, technicians, engineers, and the documentation for the machine.  A first source of support, it may be all you need to find the information you need.

Some printers now offer Chat as a support option but the chat option is only available for US customers.  Look on the contact tab on the support page for your model of machine to see if chat is available for your printer.  If you need phone support, there are centres in North America to take your calls and answer your questions. Remember that you must have a serial number that is covered by an active contract for chat or phone support.

Let’s look at the technical support.  The following video will explain how our support centres work.  You will be able to see into the labs that the support people at the support centres use to duplicate your issues and find the answers you need.

That video gives you a look into how we try to tackle your requests.  I have to say I was so glad when we got wireless headsets, it made going to the lab to work a problem so much easier.  As the technology continues to evolve on your printers, support will evolve as well to bring the information you need as you need it.  Check out the online support on the support page, or ask a question on our Support Forum, send in Fast Track to the Experts form, chat with support or give the centre a call, there will be someone there ready to try to answer your request.

Xerox Printers: Printing Booklets Made Easy

Posted on by | ConnectKey, Features, Printing | 2 comments

Have you explored the world of printing booklets on your Xerox Multifunction Printer?  You can create great booklets for use as programs, sales lists, menus and documents for school or church functions or even a political rally just to name a few.  Booklet printing can also be used for creating greeting cards and invitations for any occasion.  There are many uses for the booklet format.  By using booklet printing you can print a multiple page document into a format that will allow you to fold the pages in half after printing and create a booklet.  If you have one of the optional advanced finishers on your machine you may be able to have the machine fold and even staple the booklets for you.

The booklet printing feature is found in the product’s print driver. There are different settings to allow you to control things like the amount of space in the gutter, the space between the printed area and the binding of the booklet to whether or not to include covers of a different paper type or color with your booklet. Not all machines will have all features so please consult the documentation and online support for your specific model.  I have included a video on the subject of printing booklets.  The video is geared towards the Xerox ®ConnectKey® products and walks you through printing a booklet.

If you have additional questions search your machines knowledge base for booklet printing or contact your local support centre for additional information.

My Printer Will Not Print XPS Documents – What’s Up With That?

Posted on by | Online Support Assistant, Printing | 4 comments

Today we are going to address an issue that is being frequently searched on the Xerox Support Community Forum.  The issue is XML Paper Specification (XPS) documents not being printed on a Xerox printer or multifunction device.

Let’s understand the terms so we know what we are talking about.  XPS can stand for Xerox Print Services but in this case, that is not what we are talking about.  XPS also stands for XML Paper Specification, which is Microsoft’s alternative to Adobe Portable Document Format (PDF).  The XPS format was introduced in Windows Vista and though not widely used at that time it has continued to be the preferred format in the current versions of Windows. Windows offers more support for XPS files than Acrobat PDF files. The XML Paper Specification (XPS), is an open document format that uses Extensible Markup Language (XML) and other industry standards to create a cross-platform document format.

You can create XPS documents (.xps files) by using any program that you can print from in Windows. Be aware that you can only view XPS documents by using an XPS Viewer, such as the one included in current versions of Windows.

So why are the XPS documents not printing?  Well if you are getting the error “The job was not printed because the XPS option is not enabled.”, that error typically means a class driver is being used on Windows 8 or 10.

To determine if you are using a class driver check the installed printers, if there is one that is XPS, or a “Class Driver” uninstall or remove it.  Once it is removed navigate to the support page for your machine and select the Drivers & Downloads tab and download the PS driver for your device.   Make sure the driver is v3, not v4

If you want or need to use the XPS format your printer may support XPS but it is an optional feature on some of the printers and multifunction printers and would need to be purchased and installed.  Windows 8 and 10 both use XPS as a default in their embedded drivers. Additionally make sure this highlighted area in the screenshot below is not checked when installing the driver.  If it is checked you will not be asked to use the driver you just downloaded and extracted.

Finally restart your computer and print. The job will not give that error unless the application in question is not using the driver at all.

If this does not clear up the issue for you please consider contacting your local support centre for additional assistance.