Notes:
• Be Sure to access computer via Team Viewer
• Check Time Zone for customer
• Setup Schedule for calls
1. Star TSP 100 Printer Says no print Paper
a. Check printer status (Printer/devices)
b. Go to Star Page:
c. Download Driver from the devices page
d. Follow install setup for driver (Note: If setup has been installed before you will see a modify/remove option.)
e. Reset Printer and re-adjust all cables connected to printer
f. If unable to solve reach out to Support line of manufacturer for further troubleshooting.
2. ELO PC Running Slow
a. Check updates
b. Check network connection
c. Check what is running in the background
d. If unable to resolve complete OS Reset.
3. POS Setup is running slow
a. Identify if the programs are running slow or the web pages are not loading(Speedtest.net)
b. If the speed test shows the computer is running slow then have the customer check if the computer is on ethernet/wifi (Video Call customer to check)
c. Test connection through Wifi and Ethernet to see if issue can be resolved
d. Check Task Manager to see if any programs are bogging down the computer
e. Reset the workstation to factory default and test connection again.
i. Elo Touch folder for recovery option
ii. Face time with customer and have them restart the computer and select the recovery option > Restore OS > Restart
4. Network ZD410 Printer is not working on Blaze
a. Press Pause to turn off
b. Press two buttons on the right (Feed and print) to print the configuration label
i. Locate the IP Address
ii. Settings > Label Printer setup
iii. Make sure ip address matches what was on the configuration label
5. Label Printer Drawer repeatedly opening/closing
a. Connect to workstation using team viewer
b. Identify the model of the printer
c. Download most recent driver on Zebra Website
d. Open printer and update the settings
6. Brother Portable DS-640 network error
a. Verify the part number
b. Connect Via team viewer (if they do not have it, instruct to chrome to download teamviewer)
c. Check printers/scanners or (Brother Print Scan) to see if scanner is connected
d. Have the customer reseat the cable that connects the printer to the scanner
e. Restart the computer
f. If issue persists, plug cable into different USB Port on the computer
g. If still unresolved Remove scanner and reinstall driver
i. Printers and scanners > Remove Device
ii. Search for scanner model/driver
iii. Once installed reseat usb cable