Frequently Asked Questions

1. What do I do if the machine indicates that the toner cartridge needs to be replaced?

During Deployment
The machine will display a message on the touch screen when the toner cartridge needs to be reordered. This message is a warning that the toner cartridge is nearing the end of its life.

All toner orders are to be placed contacting the Computing Help Centre at extension 6555.

In both cases, you have to provide your printer's serial number, which can be found on a sticker on the front panel of the machine.

Note: Do not replace the cartridge until the machine indicates cartridge replacement is required.

Once your device is activated and connected to the University network
The machine will display a message on the touch screen when the toner cartridge needs to be reordered. This message is a warning that the toner cartridge is nearing the end of its life. Once your machine is activated and connected to the University network, the machine will automatically send catridge order requests to Xerox.

If you would like to confirm that your order has been processed, you can contact the Computing Help Centre by completing a Computing Assistance Request or by dialling extension 6555.

Note: Do not replace the cartridge until the machine indicates cartridge replacement is required.

2. Are there any fees associated with the replacement of the toner cartridges?

Toner cartridges are free. Billing is calculated per copy at the end of each month.

3. You will know it is time to replace your Toner cartridge when the machine indicates the “Toner Cartridge is Nearly Empty” message. The machine will send an automatic request to Xerox for the cartridge.

To replace the cartridge:

  1. Open the front door of the machine.
  2. Rotate the locking lever to the left to release the used Toner Cartridge.
  3. Remove the used Toner Cartridge from the machine
  4. Dispose of Toner Cartridge
  5. Remove the new Toner cartridge from its box.
  6. Shake the Cartridge gently from side to side to loosen the toner.
  7. Insert the new Cartridge into the machine.
  8. Rotate the locking lever to the right to latch the Cartridge in place.

4. While replacing the Toner Cartridge, some toner landed on my skin and clothes; how should I clean it off?

Do not use warm water or cleaning solvents to remove toner from your skin or clothing. This will set the toner and make it difficult to remove. Use a brush to remove the toner, or wash it off with cold water and mild soap.

5. What do I do if the machine runs out of supplies such as staples?

Staples are not ordered and delivered automatically. They are basic consumption items, like paper, so you have to order them by using the Computing Assistance Request form or contacting the Computing Help Centre at extension 6555.

6. Whom do we contact to add extra options like hole-punching or extra codes when we use the machines as printers?

Complete the Computing Assistance Request form, or call extension 6555 to get technical support from the Computing Help Centre.

7. How do I set up the fax number for my machine?

From the touch screen of your Xerox machine, select the “Fax” icon. Enter the fax number dedicated to your Xerox machine, then select “Save”.

If you need to modify any of the Fax functions, contact the Computing Help Centre at 6555.

8. Whom do we contact if the machine needs repairs or maintenance?

Complete the Computing Assistance Request form, or call extension 6555 to get technical support from the Computing Help Centre.

Response times depend on the nature of the problem. However, you can generally expect a technician to appear within four hours.

Technicians are either Xerox Canada employees or University of Ottawa employees.

9. My machine is unable to send or receive a fax; how can I test it?

Call the fax number. If you receive a fax tone then the line is working.

From your desktop, choose a document to print with the fax option (be sure to select your Xerox machine). To do so, select “Properties” in the printer dialog box and choose the “Fax” option in the “Job Type” feature.

Type your name and fax number (four digits for an internal fax) and send the fax.

10. How do I send a fax using my Xerox machine?

If you are manually entering the fax number:

  1. Place the original face-up in the Automatic Document Feeder or face-down on the Document Glass.
  2. Select the “All Services” button on the touch screen.
  3. Select the “Fax” option.
  4. If necessary, select the “Basic Faxing” tab.
  5. Select the “Send List” button.
  6. Using the keypad on the control panel, enter the fax number and then select the “Add to Send List” button.
  7. If necessary, repeat step 5 and 6 to enter additional fax numbers.
  8. When all the fax numbers have been entered, select the “Save” button.
  9. Press the “Start” button on the control panel to begin faxing.

If you are using the Fax Dial Directory:

  1. Place the original face-up in the Automatic Document Feeder or face-down on the Document Glass.
  2. Select the “All Services” button on the touch screen.
  3. Select the “Fax” option.
  4. If necessary, select the “Basic Faxing” tab.
  5. Select the “Send List” button.
  6. If sending to an individual, select the “Individual” button. If sending to a group, select the “Group’ button.
  7. Select the required speed dial or group dial from the list displayed on the right side of the screen, and then select the “Add to Send List” button.
  8. Repeat step 7 to enter additional fax or group numbers.
  9. When all the fax numbers have been entered, select the “Save” button.
  10. Press the “Start” button on the control panel to begin faxing.

11. How do I use the “Scan to Email” function?

If your Xerox machine has this function enabled you can do so manually or by using the Email Address Book option.

If you are manually entering the Email address:

  1. Load the original document face-up in the Automatic Document Feeder or face-down on the Document Glass.
  2. Select the “All Services” button on the touch screen.
  3. Select the “Email” button.
  4. If necessary, select the “E-mail” tab.
  5. Select the “To” button.
  6. Enter the Email address using the keypad on the touch screen, and then select “Enter”. The address will be displayed under the Address List section.
  7. If necessary, repeat steps 5-6 to enter additional Email addresses.
  8. Select any other required options from the “Basic Settings, “Advanced Settings”, or “Options” tabs.
  9. Press the “Start” button on the “Control Panel” to begin scanning.

If you are using the Email Address Book:

  1. Load the original face-up in the Automatic Document Feeder or face-down on the Document Glass.
  2. Select the “All Services” button on the touch screen.
  3. Select the “Email” button.
  4. If necessary, select the “E-mail” tab.
  5. Select the “To” button.
  6. If necessary, select the required address book by selecting the “Address Book” button.
  7. Enter a few characters of the name you are looking for using the keypad on the touch screen, and then select “Enter”.
  8. Select the required name from the list displayed.
  9. If necessary, repeat step 8 for any additional Email addresses.
  10. Select any other required options from the “Basic Settings”,” Advanced Settings”, or “Options” tabs.
  11. Press the “Start” button on the Control Panel to begin scanning.

12. My machine is not allowing me to use the “Scan to Email’ function; what can I do to correct this?

To begin, send a print job to your machine to test if it will print a document. If the document prints, then the problem is likely due to the way your machine is configured. Contact the Computing Help Centre at extension 6555 to make any changes to your Xerox machine’s functions.

13. There are black lines, streaks, or spots that appear on my printed documents when I copy using my machine’s automatic document feeder; what can I do to correct this?

There is likely some dirt located on the machine’s two glass surfaces. Be sure to only use a dampened lint-free cloth. Clean the Document Glass and/or the Constant Velocity Transport Glass, as well as the underside of the Document Handler/Cover.

Once cleaned, run a print job to test the results from the Document Glass. If the traces persist, contact the Computing Help Centre at extension 6555.

14. Not all of the recipients on in my Email address book receive the Email documents from my Xerox machine; how can I correct this?

Verify that the Email addresses are spelt correctly. If all addresses are correct, the Email address may also be blocked by the recipient’s Email security.

Your Emails may be mistakenly being sent to their “junk mail” inbox because the Xerox machine is unknown. Ask the recipient to verify that their settings will allow Emails from the machine.

To modify, update, or correct functionality errors with your machine, please contact the Computing Help Centre at 6555.

15. What do we do with our current printers?

You can dispose of them as you see fit. These devices should not be redeployed for use on campus.

For instance, you could re-sell them to staff members, give them to organizations that recycle or re-use them, re-sell them to suppliers who will accept used material, etc.

If you need help disposing your current printers, call the Computing Help Centre at extension 6555.

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Last updated: 2009.04.01
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