Xerox DocuColor 2060, Troubleshooting Manual, Page: 18 / 60

Calling for service
1-2 Troubleshooting Guide
– Recent service performed
– Previous conditions under which the application has
printed properly.
Give this information to a customer service representative, who
will discuss the information and give you an estimated time of
arrival or assist you over the phone to resolve the problem.
Enabling and disabling the modem for remote service
Your system may be set up to use Sixth Sense Technology—a
remote communication capability. Sixth Sense Technology is a
suite of tools that allow service personnel to connect with a
system and evaluate its performance. The service representative
can troubleshoot problems remotely, transfer, apply, and remove
patches remotely, and, if an on-site call is required, arrive with
the solution to fix the problem.
An external modem allows your system to be accessed by
remote service technicians.
You may be instructed to enable the modem so that the
technician can dial into your system. Follow this procedure:
1. Stop all printing and queueing during the remote service
session.
2. Follow the instructions of your service representative to
enable the modem.
3. When the remote service session is complete, disable the
modem.
4. Resume printing and queueing.
If you are using the command line interface, refer to the Guide to
Configuring and Managing the System, “Using utility commands”
chapter, for more information on the commands used for remote
service. If you are using the graphical user interface, refer to the
online Help.
If security is a concern, you can turn off the modem, or you can
physically disconnect the cable from the system when it is not
being used.