Before requesting service for your copier or multifunction printer, there are a few quick things you can check. Some issues can be resolved without a technician, while others may need service from MCC.
Checking the basics first helps MCC route your request faster and gives the technician better information if service is needed.
1. Check the Copier Screen
Start by looking at the copier’s display panel.
Write down or take a photo of any message shown on the screen, such as:
- Paper jam
- Add paper
- Replace toner
- Waste toner full
- Door open
- Service required
- Error code
- Network error
- Scan failed
If you request service, include the exact message or error code. If you place a call through your Express Passport, you can upload a photo of the error or issue to Service.
2. Confirm the Copier Has Power
Make sure the copier is powered on and awake.
Check that:
- The power button is on
- The display is lit
- The machine is not in sleep mode
- The power cord is securely connected
- The outlet or surge protector has power
If the copier was recently unplugged, moved, or affected by a power outage, mention that in your service request.
3. Check for Paper Jams
If the copier reports a paper jam, open the areas shown on the display and carefully remove any visible paper.
Check common jam areas such as:
- Paper trays
- Bypass tray
- Document feeder
- Side doors
- Rear doors
- Finisher or stapler unit
- Output area
Do not force doors, trays, rollers, or internal parts. If paper tears or you cannot remove the jam safely, stop and request service.
After removing paper, close all doors firmly and wait for the copier to reset.
4. Check the Paper Trays
Paper tray issues can cause jams, misfeeds, and “out of paper” messages even when paper is loaded.
Check that:
- Paper is loaded neatly
- The tray is not overfilled
- Paper guides are snug against the paper
- The correct paper size is loaded
- The tray is fully closed
- Paper is not curled, damp, torn, or mixed with different sizes
If the issue only happens from one tray, include the tray number in your service request.
5. Check Toner and Supplies
Review the copier screen for toner, staple, or waste toner messages.
If the machine says toner is low or empty, replace the toner if you have one available. If you need supplies, order them through the MCC Express Passport, online supply request, phone, or email.
Do not replace toner unless the copier asks for it or print quality clearly indicates it is needed.
6. Check Whether the Issue Affects One User or Everyone
If the problem involves printing, scanning, or network access, find out whether the issue affects one person or multiple users.
Ask:
- Can other users print to the same copier?
- Can other users scan successfully?
- Is the copier showing offline for everyone or only one computer?
- Does the issue happen from one application or all applications?
- Does copying still work from the machine?
If only one user is affected, the issue may be related to that computer, print driver, permissions, or network connection.
If everyone is affected, the issue may involve the copier, network, server, or device settings.
7. Try a Copy from the Glass
If printing or scanning is not working, try making a simple copy from the copier glass.
This helps determine whether the copier itself is functioning.
If the copier can make a copy but cannot print or scan, the issue may be related to the network, print driver, scan settings, email settings, or computer connection.
If the copier cannot make a copy, the issue may require equipment service.
8. Restart the Copier If Appropriate
For some communication or temporary errors, restarting the copier may help.
To restart:
- Use the copier’s power button to turn it off.
- Wait at least 30 seconds.
- Turn it back on.
- Wait for the machine to fully restart.
- Try the task again.
Avoid unplugging the copier unless instructed by MCC or your IT team. Some devices need to shut down properly.
9. Check the Network Connection
If the issue involves printing, scanning, or offline status, check the network connection.
Make sure:
- The network cable is plugged in securely
- The cable is connected to the correct wall jack or network switch
- No one recently moved the copier
- Your office network or internet is working
- Your IT team has not recently changed firewall, email, or network settings
If your copier was recently moved or the network changed, include that in your service request.
10. Check for Recent Changes
Many copier issues start after something changed.
Before requesting service, consider whether your office recently had:
- A power outage
- Internet or network changes
- Firewall updates
- Email password changes
- Microsoft 365 or Google Workspace changes
- New computers
- New print drivers
- Office move or equipment relocation
- New paper type or paper size
- Toner or supply replacement
These details can help MCC identify the cause faster.
When to Request Service
Request service from MCC if:
- The copier shows a service code or error message
- A paper jam cannot be cleared
- The same jam keeps coming back
- Print quality is poor after replacing supplies
- The copier will not power on
- The copier is making unusual noises
- Printing or scanning fails for multiple users
- The copier repeatedly goes offline
- The issue started after a move, outage, or network change
- You are not sure what to check next
What to Include in Your Service Request
When requesting service, include:
- Business name
- Contact name
- Phone number
- Copier model
- Serial number
- Equipment location
- Error message or code
- Description of the problem
- Whether one user or multiple users are affected
- What you were trying to do when the issue occurred
- What steps you already tried
- Photos or screenshots, if helpful
The easiest way to request service is by using the MCC Express Passport. Scan the QR code on the copier, choose Request Service, enter the issue, add a photo if needed, and submit.