Avskrap
06-11-2012, 03:36 PM
About five months ago the customer called in, saying that they couldn't scan. I go on site thinking it's network related, but don't find a problem.
After talking with the person who called it in, she told me that what she meant was that when they press "Fax/Scan", the only thing they see and can do is faxing. The on-screen 10-key set is all that's shown and they can't even access the adress book. When this happens, they restart the machine once or twice wich usually solves it, but last week they called in saying that they haven't been able to scan for a week.
I haven't seen the problem myself (wich makes me question if they're actually doing something to mess with the machine), but the assistant who's in charge of maintaining the machine and calling us says she's 100% sure that noone's been messing with the machine (she's quite handy, so I trust her... Somewhat).
I called Konica Minolta but they've never heard of the problem (surprised?) but they recommended that I swapped the HDD and upgraded the FW, wich I did.
They were quiet for a couple of months, but now it's happening again apparently.
I'm wondering if it's time for a main board swap or if any of you, geniuses that you are (!), have any ideas.
It frustrates me that I haven't seen the problem and that the customer is so dependant on their scanning functioning that they can't just leave it faulting until I can get there...
After talking with the person who called it in, she told me that what she meant was that when they press "Fax/Scan", the only thing they see and can do is faxing. The on-screen 10-key set is all that's shown and they can't even access the adress book. When this happens, they restart the machine once or twice wich usually solves it, but last week they called in saying that they haven't been able to scan for a week.
I haven't seen the problem myself (wich makes me question if they're actually doing something to mess with the machine), but the assistant who's in charge of maintaining the machine and calling us says she's 100% sure that noone's been messing with the machine (she's quite handy, so I trust her... Somewhat).
I called Konica Minolta but they've never heard of the problem (surprised?) but they recommended that I swapped the HDD and upgraded the FW, wich I did.
They were quiet for a couple of months, but now it's happening again apparently.
I'm wondering if it's time for a main board swap or if any of you, geniuses that you are (!), have any ideas.
It frustrates me that I haven't seen the problem and that the customer is so dependant on their scanning functioning that they can't just leave it faulting until I can get there...