Xerox SmartSend Support & Software Installation Guide
7-2
Problem Solving
Troubleshooting a Problem
When a problem persists, document the error messages and gather information to define the problem. The
following problem-solving procedures are recommended:
following problem-solving procedures are recommended:
Accurately define the problem. When, where, and how does the problem occur?
Reproduce the problem. Can the problem be reproduced consistently or is it an intermittent problem?
Ask other users if they have encountered the problem, and keep a log to track problem occurrences.
Examine the data for trends and the common attributes that may be related to the problem. For example,
does the problem occur only with a specific multifunction device or on a specific workstation or
network configuration?
does the problem occur only with a specific multifunction device or on a specific workstation or
network configuration?
Review the product documentation, including the README files and problem solving topics, to see if
any similar problems are documented.
any similar problems are documented.
If a cause and solution to the problem cannot be identified, call Xerox Customer Support to report the error
information. Provide the support representative with the documentation that you have gathered to define the
problem. Be sure to have your product Serial Number available at the time you place the call. See Customer
Support on page 1-8 for additional information.
information. Provide the support representative with the documentation that you have gathered to define the
problem. Be sure to have your product Serial Number available at the time you place the call. See Customer
Support on page 1-8 for additional information.