Faults

Printer fault reporting

You can log a printer fault by contacting theITS helpdesk

MFP fault reporting

Please Note:

MFP Support has now moved to the ITS helpdesk (123).

For all MFD and Printer faults contact the ITS helpdesk in the first instance. The help desk will identify faults where possible and do what they can to support you (this may include advice or a visit from UWE staff) and if canon need to be contacted the ITS helpdesk will contact canon on your behalf.

For clarification of faculty based IT technicians involvement in supporting the MFPs please click here

If you report the fault anywhere else there will be a delay in arranging the repair of the machine. Please do not call Printing and Stationery directly

When calling from an Alcatel or Siemens phone you will need to switch on tone dialling. Dial #4 once the call has connected. See IT Services page for further information.

When placing a service call remember to record the time, date and details of the call and any reference number that you may be given.

Canon are contracted to provide a 4 hour response to fault calls, averaged over all calls. Typically the response is between 2 to 3 hours. If a technician has not arrived within 5 working hours of placing a call then please contact printing@uwe.ac.uk or telephone ext 84670 and PSS will escalate the issue on your behalf.

Please log faults as soon as you are aware of a problem with a machine. There is no additional charge for service calls.

MFP fault manuals

All canon devices have a service manual (see below image) which contains the dates and details of any technician repairs or service to a machine. This book is always kept with the machine. Please do feel free to familiarise yourself with it.

• It is very important that we ensure that Canon technicians record their visits in this log so there is a paper trail for machine faults.

What to do if you feel the machine frequently breaks down.

Call Canon immediately and then begin to use this sheet log to log faults. If faults are repeated, the response is slow, and/or technicians are frequently having to attend then this log will support us in highlighting the issues for escalation.

• Display this log next to the machine and communicate with colleagues that they need to log faults immediately with Canon and also on this form.
• If a service or a repeat fault need escalating please send this log to PSS along with details and local contacts for PSS to discuss this with so that it can be investigated and dealt with.

eMaintenance

The Canon machines are able to monitor their own performance and, for some faults, automatically call for a service engineer. For detailed information about this system please click here.

Technical data sheets - Canon MFP's

Further information about the Canon machines are available here:-

• iR1600 (Low usage staff and student machine)
• IR Advanced C2030/20i (new large MFP from Oct 2011)
• iR2220/3320 (Student machine)
• iR2270 (Staff machine)
• iR4600 (Staff machine)
• iR5000 (Staff machine)

Please note: not all features listed in these data sheets are available within the University.