TECHNICAL SUPPORT

We’re here to support you and take every technical issue seriously. Our priority is to resolve problems as quickly and efficiently as possible.

The fastest way to get help is to log a service request directly through your Customer Portal, where our support team can diagnose and resolve issues remotely and/or arrange an engineer visit if required.

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How to Log a Service Request in the Customer Portal

Watch this short video to see how to log a service request in just a few steps. Submitting a ticket through the Customer Portal is the fastest way to get support, allowing our team to diagnose and resolve issues remotely and or arrange an engineer visit if required.

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FAQs

Possible reasons may be:
The front edges of the paper are not even (e.g. folded or have dog ears)
The paper is too damp due to high humidity

Often you can solve the problem by:
Remove the paper, straighten the front edges and put the paper back
Remove the damp paper and replace it with new, dry paper
Possible reasons may be:
That the front door must be opened and closed again to reset the machine
That paper is still stuck in the machine

Often you can solve problems by:
Open and close the front door again
Check the paper aisle again to make sure you have removed all stuck pieces of paper
Possible reasons may be:
That you use paper that is not supported (e.g. wrong size, thickness, type, etc.)
That the paper is still stuck in the machine

Often you can solve the problem by:
Use the recommended print media and make sure the recommended side of the print media is facing up in the tray. Plain paper, recycled paper, especially paper, and thick media can automatically run duplex if the media type is set correctly in the driver
Make sure you don't have mixed media types in the tray
You don't duplex on envelopes, labels, stationery, postcards, blank media, or single-sided paper
Check the paper aisle in duplex again to make sure you have removed all the stuck pieces of paper
Air the paper well and then assemble the pile by tapping it against a flat surface before placing it in the tray
Make sure the adjustable paper guide is correctly positioned
Do not overfill the paper tray. Fill only the paper tray for the mark on the inside of the tray
Do not open the paper trays while the machine is printing
Do not use folded, damp or crumpled paper and do not mix different types of paper in one tray
Use only recommended print media and make sure the recommended side of the print media is facing up in the tray
The paper for your machine should always be stored correctly. Storing the paper incorrectly may result in poor print quality, paper misreading, or other challenges on the printer.

Do not store paper in damp places
Do not expose the paper to direct sunlight
Store the paper on a flat surface
Store the paper in the packaging in which it is supplied
If scan to email suddenly stops working, it is usually linked to email settings, passwords, or network changes.
First, try:
- Restarting the device
- Checking if your email password has recently changed
- Confirming the email address settings are still correct
If the issue continues, please log a service request through the Customer Portal so our team can check the configuration and resolve it remotely.
Scan error messages often relate to:
- Email server settings
- Password expiry
- Network authentication issues
The fastest way to resolve this is to log a service request via the Customer Portal. Our support team can review the settings and guide you through the fix remotely.
If your device repeatedly shows a jam error without visible paper, it may be due to:
- Internal sensors
- Feed rollers
- Paper tray alignment
Log a service request via the Customer Portal and we’ll help troubleshoot or arrange a visit if required.
This is one of the most common issues and is usually caused by:
- A worn drum or imaging unit
- Toner leaks or build-up
- Internal components needing cleaning
Please log a service request through the Customer Portal and include:
- A photo of the print issue (if possible)
- Your equipment number
Our team will diagnose the issue and arrange parts or an engineer if needed.
This can be caused by:
- Internal component wear
- Paper feed alignment issues
- Calibration settings
Raise a service request via the Customer Portal so we can assess the problem and advise next steps.
Try:
- Resetting your password
- Checking if your account is already registered
If you still can’t access your account, you can continue as a guest and submit a service request. A team member will help you regain access.
Administrator password resets usually require support from our technical team.Please log a service request via the Customer Portal and include:
- Your equipment number
- Your contact details
We’ll guide you through the next steps securely.
This may be caused by:
- Driver issues
- Network configuration changes
- Authentication settings
Please log a service request via the Customer Portal so we can investigate and resolve the issue.
Try restarting:
- The printer
- Your computer
If jobs remain stuck, submit a service request via the Customer Portal so we can diagnose the issue.
This is usually linked to:
Please log a service request via the Customer Portal and include:
- Authentication settings
- Network communication
- Device configuration
- Device model
- Error message (if shown)
If your device displays a system or internal error:
- Restart the printer
- Note the exact error code shown
Then log a service request via the Customer Portal with the error code so we can diagnose quickly.