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2. TROUBLESHOOTING
2.1 Diagnosis Over Telephone
Most problems end user inquiries are a result of the following. Therefore, first ask the nature of the trouble
(in detail) to seek the cause. These questions can lead to a speedy resolution of the trouble without the
need for a service technician.
• Simple misoperation
A trouble caused by a simple misoperation can be solved by the user alone with an appropriate
instruction through the telephone.
• A failure with the telephone line
The machine's condition can be checked by the user's operating sending/receiving documents to/
from another facsimile unit.
• A failure with the other party's machine
The other party's machine's condition can be checked by the user's operating sending/receiving
documents from/to the user's machine.
Also, by verifying the error message in the LCD display or the error code on the Journal with the user, the
nature of the trouble can be confirmed. This information is important in finding the cause of trouble. When-
ever it can be obtained from the user, respond on the telephone by tracing the "2.4 Recommended Flow
Chart for Telephone Diagnosis." This will help the service technician to be prepared for the necessary
service requirements.
January 2001 © TOSHIBA TEC
2 - 1
GD-1060 TROUBLESHOOTING
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