TROUBLESHOOTING Monitored Staff Photocopiers
A large proportion of the apparent problems which users experience when using the Monitored Photocopier service can easily be rectified locally, without recourse to the Copier Services help desk.
The list below provides guidelines on how to diagnose and fix some fairly common problems:
- Is it a SWIPE CARD READER problem, a CARD problem or a Photocopier problem?
- What message is displayed on the SWIPE CARD READER?
- You've checked the above and still can't find the problem?
- How to report a COPIER problem
- How to report a SWIPE CARD READER (or other MONITOR system) problem
- How to get a FAULTY card replaced
check for SWIPE CARD READER problem
- Is the swipe card reader displaying the message "Swipe Card >>" ? - If so, the swipe card reader, the network to which it is attached, and the monitor computer system are all operating normally. If you are still experiencing a problem, go to check for a problem with the CARD itself.
- Is there NO message displayed on the swipe card reader? - If so, it is either not receiving any power OR it has a problem requiring the attention of a technician. Check that the power supply to the swipe card reader is plugged in, and the power is switched on. If the power IS connected and still nothing is displayed, contact the copier services help desk at Document Services to report a swipe card reader fault.
- Is the swipe card reader displaying the message "Out of Service"? - If so, it means that the swipe card reader is not communicating with the MONITOR system server at Document Services. Check that the BLUE network drop cable is correctly connected to the network wall socket. If it is, the most likely explanation is that there is a problem with either the UniSA ethernet network OR (for some copiers at City East and Mawson Lakes) the modem / telephone connection. In either of these cases, Document Services and / or ISTS will usually be aware of the problem and will be working to get it rectified. Such problems are usually of short duration. However, if the problem persists for more than 30 mins, or you wish to confirm the cause of the problem, you may contact the copier services help desk at Document Services on extension 26796.
- Extended "Out of Service" problems. If the network or other problem is likely to cause the Monitor system to be out of service for an extended period, the system may put put into "Local Access Mode". The mechanism for doing this is available to a locally designated staff member for each photocopier. In case of difficulty, contact the copier services help desk at Document Services on extension 26796.
- Is the swipe card reader displaying the message "Waiting for unload" or ANY OTHER unfamiliar message? - If so, it means that the swipe card reader has experienced some sort of problem. Often these problems are of a transient nature, and can be rectified by resetting the swipe card reader. To "reset" the swipe card reader, simply switch off the power supply to the swipe card reader (NB NOT the photocopier!), leave it "off" for approximately 10 seconds, then restore the power. The transient fault will often be cleared by this action, and the swipe card will return to displaying "Swipe Card >>", signifying that it is operating normally. However, if the problem persists, contact the copier services help desk at Document Services to report a swipe card reader fault.
check for CARD problem
- Although the photocopy cards themselves are very reliable, the information held within the magnetic stripe on the back of the card can occasionally become unreadable. If this has happened the card will be unusable and will need to be replaced. The usual symptom is that when the faulty card is swiped, the display on the swipe card reader momentarily changes to "Verify User", then "Not Found", then reverts to "Swipe Card >>". If this happens, refer to the procedure for replacing a faulty photocopy card.
- If the information in the magnetic stripe has been completely obliterated (or if a new card, was never encoded properly in the first place), then when the card is swiped, the display will NOT change at all from the usual "Swipe Card >>". If this happens, refer to the procedure for replacing a faulty photocopy card.
- To confirm that the problem IS in fact a faulty card, you may try swiping a different photocopy card through the swipe card reader. If you experience the same symptoms on a number of different cards, the the swipe card reader itself is probably faulty and may will need to be attended to by a technician. Contact the copier services help desk at Document Services to report a swipe card reader fault.
check for photocopier problem
- having eliminated both swipe card reader problems and problems with a particular photocopy card, the copier itself might well be giving problems. Check for and rectify any obvious causes - eg copier disconnected from power, out of paper, out of toner, paper jams etc. Other problems can range from unusual messages displayed on the copier itself through to various quality problems with photocopies produced by the copier.
- All MONITORED copiers are the subject of a service agreement with the copier supplier. Any unresolved problems should be reported directly to them. Please refer to the instructions under "how to report a copier problem".
still can't resolve the problem?
If you have checked the diagnostic guidelines above and are still having trouble with your MONITORED photocopier and are unsure what to do next - during office hours you may phone the Copier Services Help Desk at Document Services on extension 21356. By providing a full description of the problem along with any error messages which are displayed on the Photocopier and / or the Swipe Card reader, the cause of the underlying problem can sometimes be diagnosed immediately. If immediate advice on how to correct the problem cannot be provided over the phone, you may be advised to place a service call with the appropriate Copier supplier. If required, a service call will be placed with the MONITOR technician on your behalf. The appropriate technician will then visit your location as soon a possible to effect repairs.
How to report a COPIER problem
All Monitored Staff Copiers are the subject of service agreements with the suppliers.
Therefore, any problems with photocopiers should be reported directly to the supplier (Fuji Xerox or Canon). The person reporting the fault should be prepared to quote the photocopier serial number, the make / model of the copier and confirm the location of the photocopier (Building / Room number and Campus). The serial number is displayed prominently on a label attached to each photocopier.
Fuji Xerox copier service calls - phone: 1800 112 626 CANON copier service calls - phone: 13 13 83
These numbers should only be used to report faults with the Photocopier itself, and should not be used for reporting problems with either the Monitor System or with Photocopy Cards.
How to report a SWIPE CARD READER (or other MONITOR system) problem
During office hours (8:00am to 4:30pm weekdays):
EITHER:
phone: Copier Services Help Desk - extension 26796.
OR
email: Copier Services Help Desk
If the problem can't be resolved locally, a technician will be called to rectify the problem as soon as possible.
Until the problem is resolved, it would be most helpful if you could switch the device "off" and put appropriate "Out of Order" signage in position.
To ensure prompt service and reduce delays in fixing faults, please ensure that any problems are reported to the Copier Services Help Desk on ext 26796 as soon as possible after they become apparent.
How to get a FAULTY card replaced
The unused $balance from a faulty card will be transferred to a replacement card upon receipt of a REPLACEMENT / REFUND application form at Document Services.
A REPLACEMENT / REFUND application form may be submitted ONLINE.