How do I Troubleshoot this unit? What Diagnostic Questions should be asked?

How do I Troubleshoot this unit? What Diagnostic Questions should be asked?

How do I Troubleshoot this unit? What Diagnostic Questions should be asked?

1.    Serial Number. Get the Serial Number.  Age and type of unit will drive how you troubleshoot.

2.    Lights.
Are the lights on the unit flashing in any specific sequence?

3.    Error Message.
What is the exact error message on the computer screen?  Have the customer repeat the process which caused the failure while you are on the phone/chat. 

4.    Device Communication.
Try different USB port, cable, front/back of computer, opposite sides of a laptop. Remove hubs and extension cables.

5.    When Does it Fail?
At what point in the process does the unit fail? (Describe the steps the user performs and the actions of the unit until the failure happens).

6.    History/Context.
Has the unit worked before on this computer? What happened before this point? Was the software, firmware, or OS just updated? Does it work connected to another computer? Do they have other Primera printers that work? Was it recently moved or unpacked after a long period of nonuse?

7.    Frequency.
Does the problem happen consistently. 

8.    Get Log Files.
Get log files.  In PrintHub go to Settings-Support-Generate Support Report.  In PTPublisher go to Help Menu – Support Center – Create Support Report. Add to the ticket.

9.    Get Pictures.
Get pictures of the problem labels, label stock, print quality, discs, broken part.  Print a Clean Print. Analyze the CMY colors to see if one is clogged or mixed. Get a picture of it.

10.  Get Files.
Get the customer print file so we can look at it and test it. Have the customer try different files.   Print from a different program.

11.  Media Part Numbers What type of label stock are they using.
  If Primera branded – what part number?

12.  What are they trying to do? 
Sometimes just asking general questions about what they are trying to accomplish can help you solve a problem.  We get too focused on the problem that we forget to ask about the big picture.  How do you plan to use these labels? What kinds of products do you sell? Describe how you use the Primera product?

Article ID: 44771