Canon imageRUNNER ADVANCE C3325i Service Manual page 84

Dealer Support Requirements Continued
• Have the serial number of the installed engine or application that you want
to troubleshoot.
• Be able to provide environment-specific information, and any other
site-specific variables that may be requested by the TSC staff.
• Submit and update your profile information, such as cell phone number,
e-mail address, and company address on the e-Support Web site in the
Current Profile section. Accurate profile information is important to
facilitate follow-up communication.
• Be cooperative and willing to troubleshoot the issue. Be prepared to follow
instructions and provide the feedback requested by the TSC.
• Have the tools necessary to troubleshoot the issue. This may include, but
is not limited to: laptop, crossover cable, meter, meter leads, analog
telephone (for faxing-related issues), technical documentation, diagnostic
software, flashing software and utilities. Not having these tools can affect
or limit the ability to troubleshoot a technical issue. The TSC reserves the
right to terminate the call until proper tools are obtained, or until the
technician is prepared to troubleshoot the issue. See
the imageRUNNER ADVANCE C3300 Series Service Manual for a list of
equipment and special tools required to service these devices.
• If a ticket is left open and a solution has been confirmed, the technician
should close the ticket on e-Support and indicate the resolution details.
This information is helpful and enables a Support Specialist to assist other
callers who may experience the same problem.
imageRUNNER ADVANCE C3300 Series Service Guide
imageRUNNER ADVANCE C3300 Series Service Guide
Servicing Notes and
May 2015
Page 77