casenotes
By: Anonymous5/14/202183 views Public Note
Case Number: 5066078782
Name: cathy from catalog contruction
Phone Number: 12508781593 2507693555
Email Address: office@katawa.ca
Country (US/Canada): ca
Operating System (Win/MAC): Windows
Printer: 7740
Serial Number: cn11s650t3
Product Number:
Connection (USB/Wireless/Ethernet):
Issue: printing 11X17
Reso TAT: 15-30 mins.
LS Call Request? (Y/N):
Wise Doc ID:
{START CASE SUMMARY}
|Problem Description:
|Frequency of failure:
|How to reproduce the failure:
|Error code:
|Error message:
|Firmware Version:
|Troubleshooting:
- check the printer in the devices and printers
- attention required
- install printer software
- done
- print the same document
- its printing
- customer test the fax by sending fax
- fax sent successfully
- NOC, EOC
|Paper Specifications:
|Page count:
|HP Genuine Toner or Ink used:
|Resolution: resolved
|Toner or cartridge part number:
|Warranty dates on the toner or cartridge:
|Level of Toner or Ink:
|Leave blank:
{END CASE SUMMARY}
=======================================
Case Number: 5066088631
Name: France Normand
Phone Number: 15142489470
Email Address: francenormand@hotmail.com
Country (US/Canada): ca
Operating System (Win/MAC): Windows
Printer: HP OfficeJet Pro 8025 All-in-One Printer
Serial Number: TH97D1S1F3
Product Number: 1KR57A
Connection (USB/Wireless/Ethernet):
Issue: printing 4X6 photo
Reso TAT: 15-30 mins.
LS Call Request? (Y/N):
Wise Doc ID: cwcd
{START CASE SUMMARY}
|Problem Description:
|Frequency of failure:
|How to reproduce the failure:
|Error code:
|Error message:
|Firmware Version:
|Troubleshooting:
- install printer software
- done
- pc's language in french, hard to navigate
- print same document
- its printing but only in 5X7
- NOC, EOC
|Paper Specifications:
|Page count:
|HP Genuine Toner or Ink used:
|Resolution: resolved
|Toner or cartridge part number:
|Warranty dates on the toner or cartridge:
|Level of Toner or Ink:
|Leave blank:
{END CASE SUMMARY}
=======================================
Case Number: 5066093464
Name: john caldwell
Phone Number: 19102311865
Email Address: CALDWELL.JOHNS@YAHOO.COM
Country (US/Canada): us
Operating System (Win/MAC): Windows
Printer: HP DeskJet 3752 AiO Printer
Serial Number: CN12H8J0KF
Product Number: T8W51A
Connection (USB/Wireless/Ethernet):
Issue: wireless connection
Reso TAT: 15-30 mins.
LS Call Request? (Y/N):
Wise Doc ID: cwcd
{START CASE SUMMARY}
|Problem Description:
|Frequency of failure:
|How to reproduce the failure:
|Error code:
|Error message:
|Firmware Version:
|Troubleshooting:
- switch out of s mode to do remote access
- done
- restore network settings
-
- add a printer in hp smart app
-
- print test page
-
|Paper Specifications:
|Page count:
|HP Genuine Toner or Ink used:
|Resolution:
|Toner or cartridge part number:
|Warranty dates on the toner or cartridge:
|Level of Toner or Ink:
|Leave blank:
{END CASE SUMMARY}
=======================================
Case Number: 5066186461
Name: megan / Brian Martyn
Phone Number: 15199455514
Email Address: brian.martyn@raymondjames.ca
Country (US/Canada): ca
Operating System (Win/MAC): Windows
Printer: HP OfficeJet Pro 8710 All-in-One Printer
Serial Number: CN84AB30X6
Product Number: M9L66A
Connection (USB/Wireless/Ethernet):
Issue: EN: Cartridge Problem
Reso TAT: 15-30 mins.
LS Call Request? (Y/N):
Wise Doc ID: ish_1721989-1461843-16
{START CASE SUMMARY}
|Problem Description: na
|Frequency of failure: na
|How to reproduce the failure: na
|Error code: na
|Error message: cartridge problem
|Firmware Version: na
|Troubleshooting:
- can make a copy
- cartridge problem
- Reset the printer
- error persists
- Clean the ink cartridge electrical contacts
- error persists
- Replace the problem ink cartridge
- done and error persists
- offered new printer OJ Pro 9025e and OJ Pro 9015e
- will check with her boss
|Paper Specifications:
|Page count:
|HP Genuine Toner or Ink used:
|Resolution: unresolved hardware fee declined
|Toner or cartridge part number:
|Warranty dates on the toner or cartridge:
|Level of Toner or Ink:
|Leave blank:
{END CASE SUMMARY}
=======================================
Case Number: 5066193116
Name: SHERYL ABBEY
Phone Number: 15194385104 / 15194945104
Email Address: SHERYL.ABBEY@HOTMAIL.COM
Country (US/Canada): ca
Operating System (Win/MAC): Windows
Printer: HP OfficeJet Pro 9015 AiO Printer
Serial Number: TH95M4Z297
Product Number: 1KR42A
Connection (USB/Wireless/Ethernet):
Issue: Fax issue error code: 346
Reso TAT: 15-30 mins.
LS Call Request? (Y/N):
Wise Doc ID: ish_2500974-2361942-16
{START CASE SUMMARY}
|Problem Description:
|Frequency of failure:
|How to reproduce the failure:
|Error code:
|Error message:
|Firmware Version:
|Troubleshooting:
- call customer on a cellphone
- deliver OB script
- customer agreed
- Print a fax test report
- all passed
- Lower the fax speed
- done
- Turn on Error Correction Mode
- done
- send a test fax to the HP Fax Test Service at 1-888-HPFaxme (1-888-473-2963)
- sent successfully
- ask to send a fax to other number
- error code 346
- Reset the printer
- issue persists
- advised customer to call the telephone provider if line conditions fail to improve.
- customer wont agree and she sound aggravated already
- customer hung up while consulting L2
- called customer back
- she said she was able to send fax already
- NOC, EOC
|Paper Specifications:
|Page count:
|HP Genuine Toner or Ink used:
|Resolution: resolved
|Toner or cartridge part number:
|Warranty dates on the toner or cartridge:
|Level of Toner or Ink:
|Leave blank:
{END CASE SUMMARY}
=======================================
Case Number: 5066245425
Name: KIM BEDECKI
Phone Number: 19028498187
Email Address: CAPE@NS.SYMPATICO.CA
Country (US/Canada): ca
Operating System (Win/MAC): Windows
Printer: HP Officejet Pro 8620 e-A
Serial Number: CN4B6DW3MD
Product Number: A7F65A
Connection (USB/Wireless/Ethernet):
Issue: copying and scanning issue
Reso TAT: 15-30 mins.
LS Call Request? (Y/N):
Wise Doc ID: cwcd
{START CASE SUMMARY}
|Problem Description:
|Frequency of failure:
|How to reproduce the failure:
|Error code:
|Error message:
|Firmware Version:
|Troubleshooting:
- customer called in with printing a cheque issue
- she said that it was printing with other application like word and pdf
- advised customer that she need to contact quick book cause there might be issue with their software
- customer said that when she's making a copy the print is on the right side
- fix copying issue
- change the settings on margin to off
- done
- make a copy
- its copying fine now
- scan using hp smart
- its scanning as well
- NOC, EOC
|Paper Specifications:
|Page count:
|HP Genuine Toner or Ink used:
|Resolution: resolved
|Toner or cartridge part number:
|Warranty dates on the toner or cartridge:
|Level of Toner or Ink:
|Leave blank:
{END CASE SUMMARY}
=======================================
Case Number:
Name:
Phone Number: 17805718622
Email Address:
Country (US/Canada):
Operating System (Win/MAC): Windows
Printer:
Serial Number:
Product Number:
Connection (USB/Wireless/Ethernet):
Issue:
Reso TAT: 15-30 mins.
LS Call Request? (Y/N):
Wise Doc ID:
{START CASE SUMMARY}
|Problem Description:
|Frequency of failure:
|How to reproduce the failure:
|Error code:
|Error message:
|Firmware Version:
|Troubleshooting:
|Paper Specifications:
|Page count:
|HP Genuine Toner or Ink used:
|Resolution:
|Toner or cartridge part number:
|Warranty dates on the toner or cartridge:
|Level of Toner or Ink:
|Leave blank:
{END CASE SUMMARY}
=======================================
Case Number:
Name:
Phone Number:
Email Address:
Country (US/Canada):
Operating System (Win/MAC): Windows
Printer:
Serial Number:
Product Number:
Connection (USB/Wireless/Ethernet):
Issue:
Reso TAT: 15-30 mins.
LS Call Request? (Y/N):
Wise Doc ID:
{START CASE SUMMARY}
|Problem Description:
|Frequency of failure:
|How to reproduce the failure:
|Error code:
|Error message:
|Firmware Version:
|Troubleshooting:
|Paper Specifications:
|Page count:
|HP Genuine Toner or Ink used:
|Resolution:
|Toner or cartridge part number:
|Warranty dates on the toner or cartridge:
|Level of Toner or Ink:
|Leave blank:
{END CASE SUMMARY}
=======================================
Case Number:
Name:
Phone Number:
Email Address:
Country (US/Canada):
Operating System (Win/MAC): Windows
Printer:
Serial Number:
Product Number:
Connection (USB/Wireless/Ethernet):
Issue:
Reso TAT: 15-30 mins.
LS Call Request? (Y/N):
Wise Doc ID:
{START CASE SUMMARY}
|Problem Description:
|Frequency of failure:
|How to reproduce the failure:
|Error code:
|Error message:
|Firmware Version:
|Troubleshooting:
|Paper Specifications:
|Page count:
|HP Genuine Toner or Ink used:
|Resolution:
|Toner or cartridge part number:
|Warranty dates on the toner or cartridge:
|Level of Toner or Ink:
|Leave blank:
{END CASE SUMMARY}
=======================================
Case Number:
Name:
Phone Number:
Email Address:
Country (US/Canada):
Operating System (Win/MAC): Windows
Printer:
Serial Number:
Product Number:
Connection (USB/Wireless/Ethernet):
Issue:
Reso TAT: 15-30 mins.
LS Call Request? (Y/N):
Wise Doc ID:
{START CASE SUMMARY}
|Problem Description:
|Frequency of failure:
|How to reproduce the failure:
|Error code:
|Error message:
|Firmware Version:
|Troubleshooting:
|Paper Specifications:
|Page count:
|HP Genuine Toner or Ink used:
|Resolution:
|Toner or cartridge part number:
|Warranty dates on the toner or cartridge:
|Level of Toner or Ink:
|Leave blank:
{END CASE SUMMARY}
=======================================
Case Number:
Name:
Phone Number:
Email Address:
Country (US/Canada):
Operating System (Win/MAC): Windows
Printer:
Serial Number:
Product Number:
Connection (USB/Wireless/Ethernet):
Issue:
Reso TAT: 15-30 mins.
LS Call Request? (Y/N):
Wise Doc ID:
{START CASE SUMMARY}
|Problem Description:
|Frequency of failure:
|How to reproduce the failure:
|Error code:
|Error message:
|Firmware Version:
|Troubleshooting:
|Paper Specifications:
|Page count:
|HP Genuine Toner or Ink used:
|Resolution:
|Toner or cartridge part number:
|Warranty dates on the toner or cartridge:
|Level of Toner or Ink:
|Leave blank:
{END CASE SUMMARY}
=======================================
Case Number:
Name:
Phone Number:
Email Address:
Country (US/Canada):
Operating System (Win/MAC): Windows
Printer:
Serial Number:
Product Number:
Connection (USB/Wireless/Ethernet):
Issue:
Reso TAT: 15-30 mins.
LS Call Request? (Y/N):
Wise Doc ID:
{START CASE SUMMARY}
|Problem Description:
|Frequency of failure:
|How to reproduce the failure:
|Error code:
|Error message:
|Firmware Version:
|Troubleshooting:
|Paper Specifications:
|Page count:
|HP Genuine Toner or Ink used:
|Resolution:
|Toner or cartridge part number:
|Warranty dates on the toner or cartridge:
|Level of Toner or Ink:
|Leave blank:
{END CASE SUMMARY}
=======================================
Case Number:
Name:
Phone Number:
Email Address:
Country (US/Canada):
Operating System (Win/MAC): Windows
Printer:
Serial Number:
Product Number:
Connection (USB/Wireless/Ethernet):
Issue:
Reso TAT: 15-30 mins.
LS Call Request? (Y/N):
Wise Doc ID:
{START CASE SUMMARY}
|Problem Description:
|Frequency of failure:
|How to reproduce the failure:
|Error code:
|Error message:
|Firmware Version:
|Troubleshooting:
|Paper Specifications:
|Page count:
|HP Genuine Toner or Ink used:
|Resolution:
|Toner or cartridge part number:
|Warranty dates on the toner or cartridge:
|Level of Toner or Ink:
|Leave blank:
{END CASE SUMMARY}
=======================================
Case Number:
Name:
Phone Number:
Email Address:
Country (US/Canada):
Operating System (Win/MAC): Windows
Printer:
Serial Number:
Product Number:
Connection (USB/Wireless/Ethernet):
Issue:
Reso TAT: 15-30 mins.
LS Call Request? (Y/N):
Wise Doc ID:
{START CASE SUMMARY}
|Problem Description:
|Frequency of failure:
|How to reproduce the failure:
|Error code:
|Error message:
|Firmware Version:
|Troubleshooting:
|Paper Specifications:
|Page count:
|HP Genuine Toner or Ink used:
|Resolution:
|Toner or cartridge part number:
|Warranty dates on the toner or cartridge:
|Level of Toner or Ink:
|Leave blank:
{END CASE SUMMARY}
=======================================
Case Number:
Name:
Phone Number:
Email Address:
Country (US/Canada):
Operating System (Win/MAC): Windows
Printer:
Serial Number:
Product Number:
Connection (USB/Wireless/Ethernet):
Issue:
Reso TAT: 15-30 mins.
LS Call Request? (Y/N):
Wise Doc ID:
{START CASE SUMMARY}
|Problem Description:
|Frequency of failure:
|How to reproduce the failure:
|Error code:
|Error message:
|Firmware Version:
|Troubleshooting:
|Paper Specifications:
|Page count:
|HP Genuine Toner or Ink used:
|Resolution:
|Toner or cartridge part number:
|Warranty dates on the toner or cartridge:
|Level of Toner or Ink:
|Leave blank:
{END CASE SUMMARY}
=======================================