Description
Printer Maintenance can include a variety of items and most issues are self reported on the printer display screen. Gannon has assigned key operators to the MPS device to ensure its operability. Key operators monitor and manage paper, toner, and staple levels on machines they are assigned to.
All Issues with the ComDoc printers should go through their key operators. Instructions below are directed at the key operators.
Table of Content:
Helpful Links
Resolution/Troubleshooting
Every print device has a ComDoc tag (sticker) on the front of it. This contains ComDoc Services and Supplies phone number (800.321.4846) as well as a unique identifier asset number. (number begins with an “9” ) This asset number identifies the print device make, model, features, service history and exact physical location. Call this number for paper jams you can’t resolve, error messages, physical deformities, malfunctions, etc. and a technician will be dispatched to resolve the issue.
You may receive an email to sign up at my.comdoc.com. You are not required to sign up. This web site is just like the phone number except you are doing everything online. Once you are signed up you can initiate service calls and supply orders as you would over the phone. So you have a choice, phone call or web. If you have not received a my.comdoc.com invitation to sign up and wish to use the web for these services please notify our ComDoc Sales Manager Eric Hall at Eric.Hall@xerox.com or call his cell at 716-430-5134.
- Go to http://my.comdoc.com/Gateway/Login?ReturnUrl=%2f
- Select the New User? Sign up now option
- Please choose the option “I know my company number”
Please call the ComDoc Services and Supplies phone number (800.321.4846) and have ready the unique identifying asset number that is printer on the ComDoc asset tag-sticker. (number beginning with an “9”) This asset number identifies to ComDoc the print device make, model, features, service history and exact physical location. Explain that a maintenance kit is required and ComDoc will order the kit and schedule the repair.
Most paper jams can be remedied by the instructions and the interactive display on the printer. If unable to resolve please call the ComDoc Services and Supplies phone number (800.321.4846) and have ready the unique identifying asset number that is printer on the ComDoc asset tag-sticker. (number beginning with an “9”) This asset number identifies to ComDoc the print device make, model, features, service history and exact physical location. ComDoc will attempt to resolve the paper jam over the phone and if necessary will dispatch a technician to resolve the issue.
Color printers only require a waste toner cartridge. Typically this message display when 10-15% of the capacity remains. Please call the ComDoc Services and Supplies phone number (800.321.4846) and have ready the unique identifying asset number that is printer on the ComDoc asset tag-sticker. (number beginning with an “9”) This asset number identifies to ComDoc the print device make, model, features, service history and exact physical location. Explain that a waster toner collection cartridge is needed. ComDoc will order the cartridge and have it mailed to the key operator responsible for the device.
Every multifunctional printer should be on the auto toner replenishment program. This means when a print device reads that there is approximately 20% toner remaining based on usage and toner yield, it auto orders toner. The toner will be addressed and shipped to the University with the machine ID number listed. Mail Distribution Services will have a list with the Key Operators responsible for that machine ID and it will be delivered to the Key Operator's Mailbox. So be on the lookout for toner showing up at your door. Note: that you might receive UPS tracking information emails from ComDoc Supply Solutions (my.comdoc.com) if you signed up for that service.
With over 100 devices in the MPS program issues and mistakes do happen. If the auto toner order did not trigger for your print device or the shipment was lost or miscommunicated and you find yourself needing toner please call the 800 Service and Supplies number or use my.comdoc.com and order toner. You won’t be asked for any payment this is all part of your contract.
Note that ALL Xerox color printers have a waste toner cartridge that is used to collect excess toner that remains on the drum after printing. Waste toner cartridges are NOT on the auto toner replenishment program. When this becomes full of waste the print device will display a message on the display stating that it is close to full. Please call the 800 Service and Supplies number or use my.comdoc.com to order a new waste cartridge. Again you won’t be asked for any payment this is all part of our contract.
For machines that have staples they are NOT on an auto replenishment program. Therefore please call the 800 Service and Supplies number or use my.comdoc.com to order staples. These are not part of the contract and are an added extra cost. But MPS is centralized billing and therefore a Blanket PO has been placed on file and ComDoc has the PO, so you should not be asked it. But if you are, the PO number is B0180351.
For new key operators, our Major Account Executive, Eric will schedule a training visit with a key operators to ensure that you know how to install toner, waste toner containers, drums, and staples.
MPS involves shared print devices so standard letter and legal-sized paper will now be centrally funded (specialty paper and letterhead will continue to be charged to departmental budgets). When ordering standard paper for printer and copier devices from the Gannon Press please use budget number 6211-52000. Abuse of paper, printing, or copying will be handled with exception reporting to department heads and members of the President’s Leadership Team as necessary. Note that the Press does deliver and does offer automated weekly shipments of paper. Contact the Press for more details and availability of these services. You know your machines and traffic levels best, please be sure to monitor paper levels and react accordingly.
Recycling of toner is encouraged! Thanks to the Mailroom this is easy. Simply put the used toner cartridge in the box that the new one arrived in and place it in your campus mail. Write on the box “to be recycled” and distribution services will pick up with your outgoing mail. Gannon has a partnership with a company called Funding Factory that recycles toner and gives the University cash! A win for Gannon and for our Planet!