Service manual

Copystar Focus Volume 8 Number 1
Page 11
Helpful Hints
From The Copystar Diagnostic Center
With the introduction of our digital products over the last few years, there have been many new features made
available to customers. These advances also bring new challenges for Technicians who, from time to time, are
faced with addressing various Network Printer Problems. We at Kyocera Mita recognize these challenges and are
well aware of the ongoing need to improve our Support to our Dealers.
Connectivity Checklist
By David Vitiello
Often, printer problems are resolved with simple measures such as changing a driver setting or replacing a
network cable. However, in many instances, the solution requires further troubleshooting measures. It is with this
in mind that we encourage and request that technicians provide the following information when contacting the
Diagnostic Center or their Regional Tech Rep for assistance in dealing with a Network Printer Problem.
1. What operating system software is running on the Network? What level Service Pack is installed? Is this a
peer to peer network?
2. What operating system is running on the clients (Ex: Windows 95/98, NT, Mac OS)? Does the failure occur
when printing from all clients or only from a client running a particular operating system?
3. What version print drivers are currently installed? Does the problem occur with PCL or PS driver, or both?
4. Does the failure occur when attempting to print from a certain application? (Ex: Microsoft Word, Microsoft
Excel, Adobe Photoshop) If so, what Version of the application is being run? Have you tried printing a
different file or document within the application?
5. What level IC ROM’s are currently installed on the printer?
6. If applicable: What is the firmware version of the Printer PCB?
7. Can the customer print properly to other printers on their Network?
8. How much memory is installed on the printer?
9. What is the speed of the network? (Ex: 10Mbps, 100Mbps)
10. Can you print a driver Test Page?
11. Are you performing an initial installation onto the network or has it been up and running for some time?
This information is necessary and often crucial in determining the cause of a certain connectivity problem. It is
our hope that having this information provided in advance will not only help improve our troubleshooting
capabilities, but also saves valuable time once dealer technicians have contacted the Diagnostic Center
and/or their Regional Tech Rep.
We realize and fully appreciate your added needs in dealing with these problems and want to assure you of
our commitment to maintaining a level of support that will help you to do just that.
We thank you in advance for your cooperation.
The Copystar Diagnostic Center
Connectivity Problem Questions can also be e-mailed to [e-mail]. Please include your Dealer
Account Number. We will respond to the question or problem within 24 hrs. via return e-mail.