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imageFORMULA ScanFront 330 Service Guide

imageFORMULA ScanFront 330 Service Guide

April 2014

Page 23

C. Call Escalation Procedure

Canon USA provides a time-sensitive call escalation process for all
imageFORMULA ScanFront 330 Authorized Servicers. The CITS help desk is
the single point of entry for this process. Once a call is placed to the CITS
help desk and information is logged into the call management system, a case
number is assigned to the call. Every effort is made to resolve the problem
during the call. For problems that cannot be resolved during the initial call and
require escalation, follow the process below.

Figure 6 — Call Escalation Procedure Flow Chart

Canon

imageFORMULA ScanFront 330

End-User

Canon’s

Authorized Servicer

Assistance Required by the

End-User

CITS refers the End-User to the

Authorized Servicer

Assistance Required by the

Authorized Servicer

Canon USA

Engineering

CITS

1-800-OK-CANON

(652-2666)

CITS

1-877-277-7043

Resolved

Exchange Service

Requested

Resolved

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Содержание imageFORMULA ScanFront 330

Страница 1: ...S Se er rv vi ic ce e G Gu ui id de e ...

Страница 2: ...p www cna cusa canon com IMPORTANT THIS SERVICE GUIDE INCLUDES THE INFORMATION RELATING TO THE imageFORMULA ScanFront 330 SPECIFICATIONS AND OTHER INFORMATION CONTAINED HEREIN MAY VARY SLIGHTLY FROM ACTUAL DEVICE VALUES OR THOSE FOUND IN ADVERTISING AND OTHER PRINTED MATTER USE OF THIS SERVICE GUIDE SHOULD BE STRICTLY SUPERVISED TO AVOID DISCLOSURE OF CONFIDENTIAL INFORMATION ALL PRICES LISTED ARE...

Страница 3: ...ed in it at any time without notice Additionally all prices and availability dates listed herein are subject to change without notice The latest version is available online at the ISG Central and e Support Web sites noted above Please make certain that you are using the latest version Specimens of Web pages included herein are for illustration purposes only DISCLAIMER NEITHER CANON NOR ITS SUPPLIE...

Страница 4: ...rts 10 F End User Periodic Maintenance 11 G Firmware Upgrade 12 H Computer Requirements for Downloading Firmware 12 VI End User Service Offerings 13 A Limited Warranty Support 13 B Technical Support for the End User 13 1 Exchange Service 14 2 Internet Support 15 C Post Warranty Support 16 1 CarePAK Extended Service Plans 16 2 Purchasing an eCarePAK Extended Service Plan 16 3 Registering an eCarePA...

Страница 5: ...ting Program 28 X Parts Support 29 A Parts and Service Material Orders 29 1 Canon Network Access 29 2 Parts Order Desk 30 B Parts Order Entry 31 1 Regular Orders 31 2 Rush Orders 31 C Parts Information Parts Price List Download 31 D Parts Discontinuation Schedule Information 31 E Order Invoice Inquiry 32 F Parts Return Process 32 XI Appendix 33 A Specifications 33 B imageFORMULA ScanFront 330 Limi...

Страница 6: ...d up to 60 ipm images per minute using 2 sided LTR paper at a resolution of 200 x 200 dpi dots per inch 2 Includes a Web Application mode for customizing scanner applications Includes four USB 2 0 high speed ports for scanning to USB memory Supports the LDAPS protocol Ad hoc Fax and eMail Me functions and includes the latest Windows CE 6 0 Security Patch and Arabian languages on the UI User Interf...

Страница 7: ...5AA Service Materials and Parts Catalog imageFORMULA ScanFront 300 300P Service Manual 7 Available for download on the e Support Web site imageFORMULA ScanFront 300 300P Parts Catalog 7 3 Item numbers and part numbers are subject to change without notice 4 Includes a new Retard Roller Feed Roller and Document Holding Guide 5 Instruct the customer to replace their old Document Holding Guide with a ...

Страница 8: ...Exchange 9742B003AA 4 Year Exchange 9742B004AA eCarePak for Distributors 1 Year Exchange 5355B001AA 2 Year Exchange 5355B002AA 3 Year Exchange 5355B003AA 4 Year Exchange 5355B004AA 3 Item numbers and part numbers are subject to change without notice B Box Contents Note The box contents shown below are for reference purposes only and are subject to change without notice imageFORMULA ScanFront 330 C...

Страница 9: ...mages to a variety of locations The imageFORMULA ScanFront 300 300P online course is available on the e Support Center Training Web site B New Technician Certification New dealer technicians must have one technician who has successfully completed both the imageFORMULA ScanFront 220 220P online course Course 07IFS22000E and the imageFORMULA ScanFront 300 300P online course Course 07IFS30000E to sel...

Страница 10: ...er s guide Learning resources provided as downloads from within this training course include Service Manual in PDF and HTML formats e Manual User s Guide in HTML format The imageFORMULA ScanFront 200 200P online course is self paced and can take approximately 2 hours or longer to complete The imageFORMULA ScanFront 300 300P online course is also self paced and can take approximately 1 hour to comp...

Страница 11: ... Note Windows Internet Explorer is necessary to download the documents supplied with this course In Internet Explorer 8 the file download option is disabled by default To enable file downloading in Internet Explorer 8 follow these steps 1 Open Internet Explorer 2 Click on the Tools menu and then select Internet Options 3 Select the Security tab and then click Custom level 4 Scroll down the Securit...

Страница 12: ...space requirements for the imageFORMULA ScanFront 330 are shown below Always make sure that there is enough space for the service and operation of the device Table 3 Installation Space Requirements B Estimated Installation Time The estimated length of time needed to unpack and install the machine is approximately 20 minutes This is based on one 1 experienced technician or end user ...

Страница 13: ...ervice Manual Table 4 Service Support Tools Tool Name Part Number 3 Usage Remarks Shading sheet TKM 0326 For light adjustment Same as used for the DR 2510C Registration adjustment sheet N A For registration adjustment Use copier paper or the shading sheet Computer N A Windows network compatible LAN cable N A LAN cable with cross or straight connections USB memory N A USB 2 0 128 MB or higher Keybo...

Страница 14: ...Number 3 Quantity Estimated Life 9 Remarks Exchange Roller Kit 4 5 6 4593B005AA 1 100 000 sheets End user replaceable Replace when worn and if paper jams occur after cleaning Lithium Battery See Note 1 Total ODD time Up to 4 years Service technician replaceable only Replace when an error message appears on the BIOS screen 3 Part numbers are subject to change without notice 4 Includes a new Retard ...

Страница 15: ...0 1 Scanner PCB PRO MG1 4372 000 1 Scanner PCB MG1 4373 000 1 Reading Unit Upper MG1 8296 000 1 Reading Unit Lower MG1 8297 000 1 Relay PCB PRO MG1 4374 000 1 Relay PCB MG1 4375 000 1 Relay PCB Cable 300 330 MH2 5390 000 1 Ultrasonic Drive PCB MG1 4378 000 1 Feed Motor Unit MG1 4494 000 1 Separation Motor Unit MG1 4496 000 1 Registration Roller Drive MA2 8533 020 1 Eject Roller Drive MA2 8490 020 ...

Страница 16: ...ance Interval Sheets Remarks 100 000 As Needed Main Body Clean Clean with a slightly dampened cloth to remove any dirt and then wipe dry with a clean dry cloth Touch Panel Clean with a dry lint free cloth Scanning Glass Document Holding Guide Replace Clean with a slightly dampened cloth to remove any dirt and then wipe dry with a clean dry cloth Retard Roller Feed Roller Other Rollers Feed Path Cl...

Страница 17: ...ite or from the Web menu on the scanner H Computer Requirements for Downloading Firmware The recommended desktop PC or laptop requirements 10 to download the firmware are CPU Compatible with the OS Memory 32 MB of RAM or more Free HDD Capacity 100 MB or more of available hard disk space High Speed USB 2 0 recommended or 1 1 port Display 640 x 480 resolution or better 256 colors or more Operating S...

Страница 18: ...The CITS help desk at 1 800 OK CANON 652 2666 is available Monday through Friday 8 A M to 8 P M EST Eastern Standard Time except for holidays The CITS help desk provides the following support Answers product related questions Assists the end user with pre and post sales inquiries Redirects end user calls to the Authorized Servicer of record If there is no Authorized Servicer of record the CITS hel...

Страница 19: ...desk with the following information Product serial number A ship to location for the replacement product Canon USA will ship a replacement product to the end user by the next business day two 2 business days Exchange Service for Alaska and Hawaii provided the request is made prior to 4 P M EST Monday through Friday except for holidays The replacement product includes a prepaid shipping label for t...

Страница 20: ...n USA consumer Web site http consumer usa canon com The end user can access software downloads FAQs Frequently Asked Questions register their product review promotions and research products Information for technical support by telephone e mail and third party service provider locations is also available on the consumer Web site Figure 1 Canon USA s Consumer Web Site ...

Страница 21: ...warranty period and goes into effect on the day the original warranty expires The CarePAK Extended Service Plan does not include coverage for any consumables such as paper Reimbursement to the Authorized Servicer during the CarePAK Extended Service Plan is through the e Tag System See e Tag on p 24 2 Purchasing an eCarePAK Extended Service Plan A customer end user can purchase an eCarePAK Extended...

Страница 22: ...Services and Solutions Division s Business Relations and Administration department is available to answer questions regarding the Authorized Servicer program The Business Relations and Administration department can be contacted at 1 631 330 2335 Monday through Friday 9 A M to 5 P M EST A Authorized Servicer Customer Registration System The ASCR system is used to link the product s serial number to...

Страница 23: ... support referred directly to your organization Products not registered with the ASCR registration process default to a support model where CITS provides the end user with Exchange Service Note Do not enter a serial number for any products that you cannot service By entering the product s serial number you agree to be dispatched by CITS if a registered customer contacts CITS and requires service C...

Страница 24: ...t 1 Canon USA s e Support Center Web Site The e Support Center Web site available from Canon USA s Engineering Services and Solutions Division provides high quality support via the Internet This is only available for Canon USA s Authorized Servicing Dealers or Authorized Servicer s Canon USA s e Support Center Web site is designed to give Authorized Servicers access to the following technical supp...

Страница 25: ...rized Servicers you must first register for an e Support ID number To register for a number ID go to the Canon USA e Support Center Web site at http www support cusa canon com Click the REGISTER button and follow the instructions This service is available at no additional charge to all authorized dealers Figure 2 e Support Center Login ...

Страница 26: ... Web Site Complete Service Guide versions are available on Canon USA s ISG Central Web site http isgcentral cusa canon com Access is limited to an Authorized Dealer s management staff Contact your Dealer Administrator to request access to the Engineering Services and Solutions section of ISG Central Figure 3 ISG Central Login ...

Страница 27: ...4 Page 22 After the dealer logs on to the ISG Central Web site select Engineering Services Solutions to access the Service Guides area of the Web site as shown below Figure 4 ISG Central Engineering Services Solutions Tab Figure 5 ISG Central Engineering Services Solutions Service Guides Area ...

Страница 28: ...l management system a case number is assigned to the call Every effort is made to resolve the problem during the call For problems that cannot be resolved during the initial call and require escalation follow the process below Figure 6 Call Escalation Procedure Flow Chart Canon imageFORMULA ScanFront 330 End User Canon s Authorized Servicer Assistance Required by the End User CITS refers the End U...

Страница 29: ... limited warranty claim form that is completed online printed out and accompanied by the original defective part that is being returned to the Warranty Control Section for warranty compensation The e Tag warranty claim form can be accessed in the Warranty section of the e Support Center Web site at http www support cusa canon com Figure 7 e Support e Tag ...

Страница 30: ...returned with the original defective parts to the address provided on the bottom of the e Tag warranty claim form The service history log can be handwritten or computer generated and must include the following information Dealer Name Part Description Machine s Installation Date Date Part Was Removed Machine s Serial Number Machine Scan Count Part Number Reason for Removal Work Performed Highlight ...

Страница 31: ...on the CNA Canon Network Access Web site To view your e Tag warranty claim credits online log on to the ISG Central Web site at http www isgcentral cusa canon com and select Canon Network Access CNA as shown below Figure 9 ISG Central CNA Tab On the CNA Web site select Warranty Credit Inquiry and then select e Tag Warranty Claims Reimbursement to perform an e Tag Warranty claims search as shown in...

Страница 32: ... are Dispatch by CITS or the Warranty Marketing Program Both programs require the customer s serial number be registered with the ASCR system 1 Dispatch by CITS Dispatch by CITS is available to ASCR registered customers where the Warranty Marketing Program option has not been selected Help desk support is managed by CITS to dispatch the Authorized Servicer of record To obtain reimbursement for ser...

Страница 33: ...r The ASCR process allows the service provider to select this option and it is incumbent on the service provider to provide service support that is consistent with commercially acceptable standards In cases where the service provider accepts the flat rate payment but does not provide service support to the end user the service provider could lose authorization to service that product A dealer or A...

Страница 34: ...CNA log on to the CNA Web site via http www cna cusa canon com However you can also access CNA through Canon USA s ISG Central Web site and access the CNA section via the Canon Network Access CNA tab All Authorized Servicers are recommended to submit their parts purchase orders electronically via CNA The Authorized Servicer is responsible for all shipping costs related to their order Figure 12 CNA...

Страница 35: ...ation and the parts price list View the parts discontinuation schedule information Inquire about orders and invoices The CNA Web site is accessible 24 hours a day and 7 days a week 2 Parts Order Desk Authorized Servicers without access to the CNA Web site must contact the Canon Parts Order Desk at 1 866 481 2569 The Authorized Servicer is responsible for all shipping costs related to their order ...

Страница 36: ...e confirmed via an e mail message C Parts Information Parts Price List Download All parts information for active parts are made available on the CNA Web site under the Parts Information link Downloadable files by model and product are also available under the Parts Information link Note Authorized Servicers without access to the CNA Web site must contact the Canon Parts Order Desk at 1 866 481 256...

Страница 37: ...ts cusa canon com Note New accounts are not available on the CNA Web site Authorized Servicers without access to the CNA Web site should contact the Canon Parts Order Desk at 1 866 481 2569 for order and invoice inquiries Figure 14 CNA Order and Invoice Inquiry F Parts Return Process The parts return process is available on the CNA Web site under Forms and then select Parts Return Request Applicat...

Страница 38: ...ze 2 12 x 3 37 53 9 mm to 85 5 mm Thickness Up to 0 0299 0 76 mm Duplex Simplex Scanning Yes Feeding Methods Automatic Feeding with Page Separation set to On Manual Feeding with Page Separation set to Off Feeding Capacity Up to Legal Size Paper Approximately 50 sheets stacked up to 20 5 mm high including curled sheets Larger than Legal Size Approximately 30 sheets stacked up to 12 3 mm high includ...

Страница 39: ...ntal Conditions Temperature 50 F to 86 F 10 C to 30 C Humidity 20 to 80 RH Relative Humidity No Condensation Noise Approximately 68 dB Power Supply AC Adapter DC24V 1 2 A Power Consumption Scanning Approximately 30 W Display Off Mode Approximately 7 W Low Power Mode Approximately 1 W Power OFF Approximately 0 5 W Dimensions H x W x D When the Document Feed Tray and Eject Tray Are Open Approximatel...

Страница 40: ...imageFORMULA ScanFront 330 Service Guide imageFORMULA ScanFront 330 Service Guide April 2014 Page 35 B imageFORMULA ScanFront 330 Limited Warranty ...

Страница 41: ...igures Figure 1 Canon USA s Consumer Web Site 15 Figure 2 e Support Center Login 20 Figure 3 ISG Central Login 21 Figure 4 ISG Central Engineering Services Solutions Tab 22 Figure 5 ISG Central Engineering Services Solutions Service Guides Area 22 Figure 6 Call Escalation Procedure Flow Chart 23 Figure 7 e Support e Tag 24 Figure 8 e Support e Tag Claim Console 25 Figure 9 ISG Central CNA Tab 26 F...

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