Home | Contact Us | Submit Troubleshooting Info | Search | Help
Output | Software Solutions | Proofing | Color, Screening and Calibration | Scanning | Digital Photography | Consumables | POS
Home | Contact Us | Submit Troubleshooting Info | Search | Help
Output | Software Solutions | Proofing | Color, Screening and Calibration | Scanning | Digital Photography | Consumables | POS
Questions:
Product description: Enter a one-line summary of the problem. For example, “CEPSLink page is blank when output to proof or plate.”
This field is required!
Product(s) and version(s): Enter the product and product version to which the problem applies. For example, Prinergy 1.1; VLF Trendsetter Autoloader; Thermal Head firmware v1.56.
This field is required!
Platform: Enter the hardware, if applicable. For example, Alpha; Intel; Macintosh.
Operating system: Enter the operating system, if applicable. For example, Windows NT/95/98/2000; Mac OS vX.Y.
Machines affected: Enter the serial numbers of affected output devices, if applicable.
Component: Enter the hardware or firmware component(s) affected, if applicable. (NOT applicable to software.) For example, desiccant box; chiller.
Error: Enter the error message/string that has been displayed. For example, “[22205] ALE2: Plate not detected on picker plate-vacuum”; “Unexpected Orbix Error”; “The following STOP error message appears when you start Windows NT: STOP: 0x00000058... FTDISK_INTERNAL_ERROR”.
Symptoms: Enter the problem and/or symptoms being experienced. For example, “The water circulating pump makes noise, and the pressure gauge reads low”; “After creating jobs in Maestro, no directory is created in the RAID”.
Note: Enter the symptom in this field only if the symptom is something other than an error message. If the symptom is an error message, enter the error message in the Error field (above).
Cause: Enter the cause(s) of the problem/symptoms. For example, “Pump strainer clogged”; “J: drive is not mapped to pmjobs on the Maestro’s workstation”. Try to provide as much information in this field as possible, including background information that may provide insight into why the problem is occurring.
Solution: Enter the solution, or the procedure for a temporary fix for the problem. Also provide the procedure for a permanent fix, if known. For example, “apply patch X” or “upgrade to software vX.Y”.
See also: List any troubleshooting items, documents, or web sites that are relevant to the problem. If another troubleshooting item is relevant, include the title of the related item, the product for which the item is posted, and the troubleshooting item’s URL, if known.
PR#: Enter the ID number of the open problem report that this troubleshooting item addresses, if applicable.
Additional info: Enter any other information that would be useful for the writer posting the troubleshooting item to know.
Suggested keywords: Enter the keywords under which the troubleshooting item should be posted. (Product site Knowledge Base pages, where troubleshooting items are posted, are organized by keyword.) For example, the Prinergy troubleshooting item “OPI fails, complaining about corrupt PostScript” is posted under the keywords “OPI” and “PostScript”. If you aren’t sure what keywords to suggest, try looking at the existing keywords for the product (on the product’s TechPlanet site’s Knowledge Base/Troubleshooting page) or suggest a new keyword(s).
Submitted by: Enter your name.
This field is required!
Submitter’s email address: Enter your email address, which will allow us to contact you if we need to follow up with your submission.
This field is required!
Technical contact: Enter the name of the person who should verify the technical content of the troubleshooting item prior to posting. Note that this person may, in some cases, be the same person identified in the Submitted by field (above).
CC: Enter the name(s) of anyone who should be notified when this troubleshooting item is posted to TechPlanet.
Audience: Indicate whether this troubleshooting item is suitable for posting to both eCentral and TechPlanet (choose Customer), or only to TechPlanet (choose Internal). eCentral is the Internet (external) site that provides our customers with access to product documentation and troubleshooting information, whereas TechPlanet provides service and support information intended only for Kodak personnel, CSCs, and some VARs. If you do not know whether this troubleshooting item is suitable for both customers and Kodak personnel, or Kodak personnel only, select the Don’t Know option.
To make a change to a troubleshooting item after it’s been submitted, contact techplanet_feedback@creo.com.
The information entered on the Submit Info form is formatted as per standard troubleshooting items found in TechPlanet.
For the external copy of TechPlanet, the information you submit is sent to us in the form of an email message.
For the internal copy of the site, the information is written into an HTML file which is temporarily stored in a troubleshooting_untested folder. While the file is located in this “untested” folder, it will be included in TechPlanet search queries.
The TechPlanet team monitors the folder. When a new troubleshooting item is submitted, we create a new problem report (PR), assign the PR to the appropriate writer, and copy you (the submitter) on the PR notification. The writer responsible for the product(s) reviews the content with a SME (a subject matter expert, such as a Product Specialist or Applications Engineer), and posts the troubleshooting item to the relevant TechPlanet pages.
The writer then closes the PR and deletes the untested version of the file, and you (the submitter) are notified.
To submit information other than a troubleshooting item, send an email to techplanet_feedback@creo.com, and be sure to include all of the relevant details. The message will be forwarded to the service writer(s) responsible for the related product(s).