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Solutions: fixes for error codes and how-tos

Your firm's own fixes for error codes (e.g. C-2557 on a C450i) and step-by-step how-tos (scan to email, scan to OneDrive). When a job has a matching code and model, the engineer sees the fix on the job automatically.

Where: Knowledge › Solutions (engineer app: Solutions tab)For Owners, admins, dispatchers, engineers

Step by step

  1. Open Knowledge › Solutions and press + Add solution at the top right. The Add a solution page opens.
  2. Choose Fix for an error code or How-to / our own procedure.
  3. For a fix, type the error codes separated by commas (e.g. C-2557, C2558). Add the make and the models it applies to, or leave models empty for every model.
  4. Write what the engineer sees and the usual cause (both optional).
  5. Write the steps in order. Press Add photo on a step to attach a picture: on a phone it opens the camera.
  6. Press Add solution. From now on every job with that code on a matching model shows it under Solutions and manuals.

How a job finds the right fix

The job's codes come from three places: error codes your printers reported in the 14 days around the job, codes typed in the job title, and codes in the fault description (e.g. “C-2557 after toner change”).

Codes are compared without dashes, spaces or capitals, so C-2557, c2557 and C 2557 are the same code.

Models are matched as whole words: a fix for C450i is not shown on a C450, and the other way round. A fix with no models applies to every model of that make.

Fixes for this exact model come first, then general fixes for the code.

Who can do what

Everyone in your firm can read every solution. Engineers can add solutions and change or delete their own. The office (owner, admin, dispatcher) can change and delete all of them.

Solutions are private to your firm. Nobody else, SubClik included, sees them.

Finding and changing solutions

Tabs: Our solutions and SubClik library (checked fixes shared by other firms). Search with Search: C-2557, C450i, scan to email… and filter by type (Fixes and how-tos, Fixes for error codes, How-tos).

Open a solution to see What the engineer sees. Press Edit to change it in a side panel (Save solution), or Delete.

Hidden solutions

Set Status to Hidden (not suggested) to stop a fix appearing on jobs without deleting it, e.g. while you check it is still right.

Tips

  • Write the title the way an engineer would search: code first, then a few words (“C-2557 – toner density low after toner change”).
  • One photo per tricky step saves a phone call: the sensor to clean, the connector to reseat.
  • When an engineer fixes something new on a job, add it as a solution from the phone straight away (Solutions › + Add).

Ideas to try

  • Copy the fixes you use most from the Konica Minolta, Kyocera or Ricoh service portals into your own words, with your own photos. Note the bulletin number in Source.
  • Write your own how-tos for customer set-ups you do often: scan to email with Microsoft 365, scan to OneDrive or SharePoint, PaperCut, driver install.
  • Ask each engineer to add one solution a week. After a few months new engineers have your firm's whole know-how in their pocket.

Questions

Can I copy text from the manufacturer's portal?

Check your dealer agreement: most allow use inside your own firm. The safest way is to write the steps in your own words and note the bulletin number in Source.

Why does the engineer not see my fix on a job?

Check that the code is on the job (title, fault description or a printer alert), that the solution's make and model match the machine on the job, and that its status is In use.

Can customers see solutions?

No. Solutions are only for your staff.

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