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Q: What does it mean when a wrench shows up on my display?
A: There is a malfunction with the machine of some type.
You may try to clear the indication by turning the machine off and back
on. If this doesn’t work, call your local service department.
Q: What does it mean when my
machine display indicates that it’s time for periodic maintenance?
A: This means that it’s time to perform periodic
maintenance on your machine. After a certain amount of copies are made,
there are certain parts and supplies that need to be changed. This is
similar to doing an oil change in your car.
Q: What’s included
in my contract coverage?
A: It depends on the type of coverage that you purchased.
Some contracts include parts and labor only, while others include supplies
(toner and developer), as well. Contact your local sales or service department
for details for your specific coverage.
Q: How do I get a meter reading
from my machine(s)?
A: This depends on the model of machine that you
have. Please contact your local sales or service department for details
for your specific machine(s).
Q: Who do I call if I need
to move or relocate my machine?
A: Call your local service department. If it’s
just a move down the hall, we may be able to accomplish it with the help
of a technician. If it’s a relocation from one building to another,
etc., our trucks are available to help you. There may be charges associated
with these functions, so please contact your local office for details.
Q:
Can I use toner that my friend had for their machine?
A: STOP! Toners are not always compatible. Chemical
make up differs from one manufacturer to another, and even from one model
to another of the same brand. Contact your local supply department for
details as to what is compatible for your specific machine. Putting non-compatible
supplies in your machine may violate your service contract and result
in charges to you.
Q: Who do I contact to get
my machine networked, or with networking questions?
A: Contact your local service department. They can
schedule a qualified technical rep to hook up your machine to your network,
or have someone call you regarding networking questions. Please keep
in mind that we don’t mind answering questions over the phone,
but we cannot spend extended periods of time walking you through hooking
up your network. Hooking machine up to a network usually requires our
technical rep to schedule a time to come to your location. There may
be charges associated with this service. Please check with your rep prior
to scheduling your appointment.
Q: How long does it take
to get a technician out to repair my machine after I’ve placed my
call?
A: Our goal is to respond to every call within four
hours. Typically if you call in the morning, we’re usually there
by sometime that afternoon. If you call in the afternoon, we’re
usually there sometime the morning of the following business day. Of
course, there are times that a heavy call load doesn’t allow us
to meet this response for all calls, or other extenuating circumstances
arise, but our goal is always the same—timely response to your
service needs.
Q: What qualifications do
your technicians possess?
A: All of our technicians possess an electronics background, and undergo training to receive A+ certification. The average years experience in this field for our technicians is 15+ years.
Q: I tried to open up my LaserFiche Database
this morning and received an error Message: "Database not found Error 7023".
What can I do?
A: The first thing to do is to determine where your LaserFiche Server software is installed. This could be on your PC or on a Network Server. A network administrator or someone with administrator rights should go to that machine and open Services under Administrative Tools on the Control Panel. Read through the list until you find "LaserFiche for Microsoft SQL Server". A right click of your mouse will give you a drop-down menu of selections. Choose Restart. Once restarted, try to open your database again. If it does not open, call NBS for assistance and have your LSAP (Support Agreement) number handy.
Q: I have entered all of our student transcripts into our LaserFiche database. Now when a former student calls looking for their records I simply search by name and print out the file and mail it to the student. While this is fine I am wondering if there is a more efficient way to fulfill these requests.
A: You should contact your NBS Account executive immediately. LaserFiche offers an E-Mail Plug-in that will allow you to e-mail those transcripts directly from the database. Open the document, click on Tools on the Toolbar and select Send Documents. LaserFiche automatically starts your MAPI service and opens up a new message with the transcript attached ready for you to fill in the destination and send. The cost of this Plug-in is so low you will see a quick ROI in saved time, paper and postage alone.
Q: I recently purchased a fully connected Toshiba e-Studio 35 and am very happy with it. Since it was installed, we have left it on constantly as we also use it for incoming facsimiles. I now need to move it to another part of my office but before I unplug it, I seem to remember my Sales Executive telling me the proper sequence to shut the unit down in order to avoid possible damage to the Hard Drive. What is that procedure?
A: Go to the Control Panel of the machine and select the Printer/Network button in the upper left hand corner. From the new screen, select PRINT. From the new screen, select SHUTDOWN. Once the shutdown is complete, it will be safe to power down the machine and move to itsą new location. Simply turning the machine back on will power up the controller as well.
If you have a question, just ask us here.
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