Service Description
Use this service when a printer or copier does not print, or does not work correctly.
Use this service for:
- The printer does not print, or print jobs stay in the queue
- The printer is offline, or it does not appear on your computer
- A paper jam that you cannot clear
- An error code or an error message on the display
- Poor print quality: lines, streaks, spots, faded print, or wrong colors
- A problem with scan to email, or with a scan to a folder
- A problem with a copy, a staple, a fold, or a paper tray
- A code, an account, or a login that does not work at the machine
- Help to install toner, a drum, or another supply
- A request to add a printer to your computer
Do not use this service for supplies. To request toner, staples, a drum, a fuser, a waste container, or a maintenance kit, submit a Printer Consumable Replacements request.
Try these steps first. These steps solve many problems in less than five minutes:
- Read the message on the machine display. Follow the instruction in the message.
- Open each door and each tray. Remove all paper that is caught inside. Close every door.
- Turn the machine off. Wait 30 seconds. Turn the machine on.
- Send one test print. Print to a different printer to see if the problem is the machine or the computer.
If the problem continues, submit a request. Tell us what you tried, so the technician can understand your steps.
What happens next. The Help Desk reviews your ticket and assigns it to a technician. The technician contacts you, or comes to the machine. You receive an email for each update on the ticket.
Service Audience
All Employees