Top 3 Printer Repair Issues and How to Solve Them

Like any machine in an office environment, a laser printer will occasionally have issues, from the minor to the serious. Fortunately, sometimes it just takes some printer know-how to address the problem. Gain some insight by looking at these top repair issues, along with tips on how to solve them quickly and affordably:

Problem: Dark streaks on printouts

Fix: Change the toner cartridge

Often, a change in cartridges will give laser printer owners a false sense of security, since they might believe that a new or freshly recycled cartridge wouldn’t have any type of problems. But there are many situations where a cartridge can be negatively impacted by handling, temperature changes during shipping, even from an employee dropping it before it goes in the printer. To find out if the cartridge is the problem, swap it out with one from another printer in the office (as long as they’re the same type) and run a print job. Most likely, the “new” cartridge will have to be replaced.

Problem: Frequent paper jams

Fix: Clean first, replace rollers if necessary

One of the most frustrating problems with laser printers, paper jams can create larger problems since tiny, torn pieces of paper can get into the machinery. The reason jams occur can depend on the printer type, but most often, the rollers are the culprits. Give them a thorough cleaning first to see if that solves the issue — don’t forget to unplug the printer first and let it cool down for an hour before taking on the project. There are many products available for cleaning, but usually a slightly damp, lint-free cloth will work well. If that doesn’t solve the issue, then it’s likely that the rollers will need to be replaced, and a call to an OnForce specialist will be in order.

Problem: Regular error messages

Fix: Learn the error codes, install firmware updates

Like any laptop or server, laser printers depend on software and technologically advanced hardware in order to run, and that means a company will have to apply software and firmware updates as they would with other technology components. Often, it’s easy to know when updates are needed because the printer is showing error messages that indicate difficulties in communication between the printer and the computer. Faulty cables, software inoperability, new devices without proper print drivers, or other concerns can all create error codes, so learning what each code means can be helpful. After that, follow manufacturer instructions for applying firmware updates, which can usually be found on their websites. Once firmware is updated, be sure to restart the printer, similar to restarting a computer after installation of a security patch.

With error codes resolved, clean rollers, and more reliable cartridges, it’s likely that any laser printer will be operating more efficiently and trouble-free. For more extensive fixes, contact your OnForce representative for more advice and on-site repairs that can keep those printers going strong.

Reference: OnForce Inc

Is Your Printer a Hidden Security Risk?

Although intrusion detection systems and robust firewalls are necessary for protecting companies of any size, sometimes there are scary threats to the business lurking just inside the company walls.

Case in point: your laser printer.

Many enterprises and small businesses, even those that are tech savvy, forget to include printer protection in their security mix, because they’re focused instead on more traditional types of risks like malicious viruses and hacker attempts. Yet printers have the capability to store massive amounts of information, and that data can get accessed.

In 2011, two Columbia University researchers discovered that HP LaserJet printers didn’t require a signature or certificate to identify the source of remote software updates. Since a LaserJet checks for software updates whenever a new job is sent, this means that the laser printers were creating security risks every single time it was utilized for printing.

The researchers sent a virus-filled print job into the queue, in the form of a tax return. Using the printer flaw, they were able to redirect the information to a remote computer representing an external hacker’s laptop.

First rolled out in 1984, LaserJet printers are used in millions of businesses, and newer models can accept jobs through Internet connections, which simply exacerbates the security risk, the researchers believe.

The threat isn’t just with HP laser printers, either. Any printer that utilizes software updates and features an Internet connection might present a risk. Here are three simple steps to making sure you’re protected:

Change the default password. Even when printers are networked, companies tend to keep the default password because they view the machine as an internal resource, not a source of information to external parties. Simply changing the password goes a long way toward blocking remote access.

Keep the firmware updated. Printer manufacturers often release updates to firmware, especially when security issues are detected. Much like a laptop or desktop computer, frequent security patches and fixes are necessary to block the newest threats.

Don’t network unless necessary. Although some companies use one laser printer for a department, there are some instances where a printer is assigned to an individual. In that case, connect the printer directly to the computer and keep it off the network.

Whenever a machine is networked, keep security in mind — this applies to servers, photocopiers, even VoIP phone systems. Where there’s an opening, there’s a problem. Prevent issues by locking down your laser printers and keeping your company in tip-top security shape.

Reference: OnForce Inc

Platform Version 5.55.5 Released

We’ve just released an update to the OnForce platform, including several functionality improvements for OnForce users. Here’s a rundown of what’s new. Let us know what you think of these changes in the comments!

Bulk edit price and date of bundled work orders

It’s now easier than ever to make adjustments to the price and date of the work orders within a routed bundle: buyers can simply use the ‘Edit Work Orders’ link when viewing a bundle to make edits to the bundle details without having to open each work order individually. If you aren’t already using the bundling feature, it’s a great way to offer a group of sites as a “package deal,” ensuring the same technician services multiple sites — a strategy which results in a consistent end user experience and more efficient driving routes for OnForce pros.

Search work orders by service contact name

OnForce provides powerful search and filtering tools to help you find the work orders you’re looking for. We’ve now added service contact name search to the Advanced Search menu to give you yet another way to look up work orders in your Buyer Command Center.

Complete for payment reminder emails no longer sent on work orders with a pending spend limit increase request

Reminder emails are a helpful feature for OnForce Pros managing a lot of work to stay on top of closing out work orders. They’re not so helpful, however, if you’re waiting on a spend limit increase from the buyer before completing for payment. We no longer send a complete for payment reminder email on work orders with a pending spend limit increase request.

Buyers can resolve their own work order escalations

Many work order escalations are resolved through the efforts of OnForce buyers and Pros working with one another to clear up a problem. Now, buyers can officially resolve their own escalations, making for a more seamless exception management workflow. When a buyer escalates a work order, both the OnForce Pro and OnForce Market Support are notified so that all parties can work together to resolve the issue. Previously, only OnForce Market Support team members could resolve an escalation.

Reference: OnForce Inc

Platform Version 5.55.4 Released

Here at OnForce, our product development team works hard to deliver value to our buyers and pros through enhancements to our field service platform. But that value isn’t realized if you, our customers, aren’t kept up to date about new features and functionality available to you. This post is an effort to help you get more out of your OnForce experience by giving you the latest news on what’s going on with the product. We’ll continue to post notes here about each platform update we release.

Now on to the good stuff. Here’s a rundown of the latest improvements released with version 5.55.4 of the OnForce platform:

A cleaner, more useful work order payment approval interface

The most recent updates to our document management system enabled buyers and pros to keep track of multiple versions of a document — useful for work orders that include multiple trips to site, each requiring their own deliverables. We’ve now refreshed the look and feel of the work orders needing approval list to also display multiple document versions, as well as to allow inline editing of buyer custom fields during the approval process.

Get the work order details you’re looking for quickly and easily

Helping you find the information you’re looking for within a work order, easily and efficiently, is a critical function of the OnForce platform. To give your mouse’s scroll-wheel a break, we’ve added a quick navigation menu to the top of each work order. The navigation contains links to all the important sections of the work order, and remains fixed to the top of the browser window for easy access. You’ll save time on every work order you view by being able to quickly jump to the details you care about.

One-step creation and routing of work order bundles over the API

We’ve added a new method to our buyer API: WorkOrderBundleAndRouteByRuleset. Given a list of work order ID’s and a routing ruleset ID, this method allows a buyer to create and route a bundle of work orders in one step utilizing the filters of the specified routing rule. When this method is successfully called, the buyer is returned a list of ID’s for the pros whom were sent the work order bundle.

Instantly dismiss your work order alerts

The work order alerts list surfaces important events — such as appointment change requests and new reply-requested notes — to provide buyers and pros with a top-level overview of what’s happening on your work orders. We’ve made managing this list even more efficient by eliminating page refreshes after alerts are cleared.

New printer sub-category available: Plotters

Buyers needing to find qualified service pros to work on plotter equipment can now select the specific Plotter sub-category when creating work orders. Experienced service pros should add Plotter skills to their service profile to be eligible for this work.

Stay up-to-date with the latest OnForce product updates

The OnForce team works hard to bring you the tools you need to deliver world-class service using our powerful field service platform. In order to keep you informed about improvements to the product, we’ve added a Product News feed to the left sidebar in your PCC or BCC. Stay tuned to this feed to learn about new features you can leverage to improve your OnForce experience.

Reference: OnForce Inc

Technology Innovation in Field Service

New advancements in technology always amaze me. Promises of faster delivery from days to minutes, instant access to information and people, and the ability to get more done with far less effort -- become reality and effectively change how work gets done.

As technology continues to evolve, so does the field service delivery landscape. Smarter and faster tools like mobile solutions, for example, help to drive better processes that enhance your customer’s experience, and ultimately, your bottom line.

Current street buzz is on 3D technology. Is 3D technology the new wave that will hit the field service landscape? Quite possibly, according to Smart Van that highlights how 3D printers and scanners could very well be the next big thing.

Do you agree? Which of the latest technologies do you think will impact you and how you deliver field service today?

Posted By Diana Ermini, Director of Marketing, OnForce

Reference: OnForce Inc

Five Critical Skills That Can Help Service Technicians to Succeed In 2013 and Beyond

For most, a New Year brings the desire for change. It means re-evaluating your current situation, setting a goal, and then taking action. It’s a time that causes us to reflect on where we are and where we want to go. As a field services technician, what are your New Year professional goals? Where do you want to take your business in 2013 and beyond?

Whether you are a seasoned entrepreneur or are just getting started in your IT career, there are a number of soft skills (i.e., personality attributes) that I have often found with field services technicians who are successful.

As you embark into the New Year with specific business goals in mind, here are the top five soft skills that can help you stand out with customers and encourage repeat business:

Know your technology. With technology innovations coming out every day, it’s almost impossible to stay on top of it all. Regardless, do your best to be an expert in your particular area of interest. Is most of your work focused on mobile solutions? Make sure that you stay current with the latest trends and developments in the mobile space. The key is to complement your years of experience with the latest skills to help you navigate the latest IT terrain.

Set expectations. If a customer expects you to arrive at a specific time (and you have confirmed that you will) but then show up late, it’s not good. Of course, things happen that are out of our control (e.g., there’s an unexpected traffic jam, service event location details are inaccurate...etc...) but if the unexpected happens, then let your customer know as soon as possible. This will not only help prepare your customer accordingly, but also will demonstrate that you are proactively managing the situation.

Be a strong communicator. The ability to manage multiple service events and allocate resources, all while juggling a variety of customer requests requires strong communication skills. While it’s important to be able to effectively communicate what you want to say, it’s also about being a good listener, observer and being willing to ask questions.

Stay positive. No one likes to work with someone who views life with a “glass is half empty” mentality. Instead of focusing on what’s going on with the economy, direct your attention to where you see opportunities and go after them. Are networking skills in hot demand? Make sure you have them and indicate it in your service profile. Are you losing time between service events because you are getting bogged down with important, yet inefficient, administrative tasks? Use a mobile app to help you streamline processes so you can stay productive.

Love what you do. Life as a service technician involves dealing with a wide variety of tasks and challenges every day. It’s important to have the motivation and persistence to keep going even when things get complicated or when problems arise at a job site. If you don’t, customers can pick up on your lack of enthusiasm and choose not to work with you again. If you really care about your work and consistently strive to do your best, you are often called upon for repeat work.

Are these soft skills that you practice on a regular basis? Is there a skill that you would add to the list?

Posted by Diana Ermini, Director of Marketing, OnForce

Refrence : OnForce Inc

OnForce and the Science of Service: 2012 CSO Summit Sponsor Series by Sumair Dutta

OnForce has been a partner of the Chief Service Officer Summit for the last few years and we are very excited and thankful for their support of the 7th Annual Chief Service Officer Summit being held in Boston on Oct 16 and 17.

OnForce provides a platform for field service organizations to select, schedule, and manage a contractor or third-party workforce for service-specific tasks or projects. This is possible as OnForce has a vast network of skilled and certified field service technicians tied to various disciplines, product lines and services. The use of this network not only enables service organizations to reduce the cost of service delivery, but also enables organizations to be more responsive when specific IT skills are needed in a variety of locations across the country and in Canada. In addition, OnForce’s goal is to minimize the risk associated with sourcing, managing and compensating a third-party workforce.

Aberdeen’s research has revealed a broader trend in the increase use of contingent or contractor labor for all types of work. In a 2012 study, organizations reported that 27% of their workforce could be considered to be contingent. In field service, Aberdeen’s Service Management research has revealed that 20% of all field service tasks are managed by a third-party or contractor workforce. In larger organizations, those with 500 or more technicians, 30% of field service tasks are handled by a third-party workforce. This is done for the following reasons (percentage of respondents):

- Reduce labor/manpower cost - 42%

- Increase scalability of business – 39%

- Increase overall coverage – 39%

- Reduce infrastructure cost – 34%

There are challenges tied to outsourcing, particularly tied to the lack of oversight of service quality and the need to work with multiple partners and technologies to get the desired workforce. Field service organizations are very cognizant of these, and the OnForce platform is designed to help mitigate and manage these challenges. To learn more about OnForce and its tie into the Science of Service, feel free to visit the 2012 Chief Service Officer Summit, Oct 16-17 in Boston. You can learn more at www.chiefserviceofficer.com

Sumair Dutta is a Vice President and Principal Analyst for Service Management at Aberdeen Group and an occasional guest blogger for OnForce. Follow him on Twitter: @Aberdeen_CSO