Generic Troubleshooting Questions

There are several troubleshooting steps that you should complete before calling the Response Center. These steps can prevent extensive down-time by enabling you to solve problems independently. You will find these steps are fully explained in the relevant troubleshooting document. If, after completing these steps you find that the problem is not resolved, please answer the following questions before calling the Response Center. Write down your answers and have them available during your call. The questions are as follows:

There are several troubleshooting steps that the customer should complete before calling the Response Center. These steps can prevent extensive down-time and expensive service calls by enabling the customer to solve problems independently. These steps are fully explained in the relevant troubleshooting document. Ideally, the customer will have completed these steps before calling the Response Center, and also, reviewed the following questions and written the answers down. Either way, it is mandatory that you review the following questions with the customer, and verify whether the troubleshooting procedure was properly performed.

The questions are as follows:

1. When was the last time the machine worked properly?
2. What was done since then? For example:
   • Was the machine moved?
   • Was the machine cleaned?
   • Was a new batch or type of plates used?
3. Was an error message displayed on screen? If yes, what did it say (include numbers, if any).
4. What is the software version?
5. Does the problem happen all the time (with all plates), or just some of the time? For example:
   • With a particular plate brand, type and/or size?
   • Only when a few plates are left in the cassette?
     Note: Click here for a temporary workaround.
6. Does the problem seem to be a random occurrence?
7. What are the temperature and humidity levels in the plate storage room? For example:
   • Do they adhere to the plate manufacture’s guidelines? If not:
     • In what ways?
   • Does the temperature fluctuate radically?

Thank you for participating in the troubleshooting procedure. We look forward to hearing from you.