Service

Basic Troubleshooting

For paper jams:  Follow the directions shown on the device display to clear the jam.  Note that one quarter of all jamming problems are due to incorrect paper tray setup (wrong size, weight, or type of stock marked for the tray in the user tools, or incorrectly loaded paper).  Check the paper tray for correctly-loaded paper (turning over the paper can sometimes help). Make sure to lock your paper trays if they have locks, and that all the guides are tight to the edges of the paper.

If you have followed these directions and the device still indicates a jam, (1) open all doors near the indicated jams and all paper trays; (2) power off the device using the main power switch (usually colored red and hidden on front or left side of the device by a translucent plastic flap) until power light goes out; (3) after a few minutes close all doors and drawers then switch the power back ON using the same switch (this should reset any false jam signals).  If this does not fix the problem, contact Copier Program for service on the device.

For copy/print quality issues:  Smudges, crinkled paper, spots of color or black toner on various parts of the output, unfused toner (peeling off the page), etc. are all problems for which you should contact Copier Program directly for assistance.  If you see a line across the pages in the same location on every page of copied output it means there’s a spot on the glass strip to the left of the platen glass. Clean that strip thoroughly then try your copies again; if it is still a problem, contact Copier Program for service on the device.

Request Service

PLEASE NOTE: Users should NOT use ITS’s “Service Now” ticketing system for Copier Program device service issues.  ITS has nothing to do with servicing Copier Program devices.  Additionally, service issues sent through “Service Now” take longer to resolve than if the customer contacted Copier Program directly.

When any Copier Program device needs service beyond basic troubleshooting, users should call x9-5799 or email copierprogram@ucsc.edu (with “Service Request” in the subject line).  By phone or email we need to know: (1) the building, room number, and other location information of the device, (2) user name and contact information, (3) a clear description of the problem with as much detail as possible (any error codes, areas of jamming, output quality issues, anything broken, etc.), and (4) anything that the user has done to resolve the issue.

Once Copier Program has the service call/email, we will determine if it’s something we can come out and fix, or if we need to contact a vendor’s service technician.  We will let you know what’s needed and will track the call through to the device being repaired and fully operational again.

Please don’t hesitate to contact Copier Program for any questions, concerns or other needs (x9-5799 or copierprogram@ucsc.edu).