{"id":13277,"date":"2020-02-27T16:16:08","date_gmt":"2020-02-28T00:16:08","guid":{"rendered":"https:\/\/blogs.ubc.ca\/commons\/?page_id=13277"},"modified":"2026-09-16T10:20:52","modified_gmt":"2026-09-16T18:20:52","slug":"2-reporting-a-problem-with-the-printers-next-step","status":"publish","type":"page","link":"https:\/\/blogs.ubc.ca\/commons\/tickets-how-to-report-an-issue-to-library-it-and-building-operations-2\/2-reporting-a-problem-with-the-printers-next-step\/","title":{"rendered":"Printer Problems (reporting)"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\"><strong>Unexpected Situations<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Before you contact Ricoh,&nbsp; it may be best to touch base with your supervisor.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>In case a Ricoh representative\/technician comes to UBC, you should do the following:\n<ul class=\"wp-block-list\">\n<li>Consult previously-submitted ticket (look in the \u201ctickets\u201d folder and subfolders in the [<a href=\"https:\/\/web.archive.org\/web\/20240823155914\/Mailto:clc.assistants@ubc.ca%7Cclc.assistants@ubc.ca\">[1]<\/a>] account)<\/li>\n\n\n\n<li>Check Teams to see if a fellow CLCA has posted more information about this ticket\/incident<\/li>\n\n\n\n<li>Check any other means of communication (staff blog etc.) to see if there is more information<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Adapt to the situation! There are procedures or information that you might not familiar with, and if are confronted with this problem, you could contact your supervisor.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>TO REPORT A PROBLEM&#8230;<\/strong><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Call<\/h3>\n\n\n\n<ol class=\"wp-block-list\">\n<li>There is a sticker on the front of the machine with the phone number&nbsp;<strong>(1-800-267-9469)<\/strong>&nbsp;for service from Ricoh (our printer manufacturer) as well as the serial number. Have the serial number ready when you call.<\/li>\n\n\n\n<li>Make sure to&nbsp;<strong>double check<\/strong>&nbsp;the serial number with the printer name ex) RC1 (or device that is experiencing an issue) is correct.<\/li>\n\n\n\n<li>When calling Ricoh from the help desk phone, make sure to add &#8220;9&#8221; at the start of the phone number on the sticker. Otherwise the call cannot be completed.<\/li>\n\n\n\n<li>Jot down the name of the person who is helping you (this will come in handy later).<\/li>\n\n\n\n<li>Inform the phone representative of your issue.<\/li>\n\n\n\n<li>Double check that the location they have on file for our machine IS the Chapman Learning Commons, Level 2 or 3, Irving K. Barber Learning Centre.<\/li>\n\n\n\n<li>Before ending the call, request a ticket number. Each call Ricoh receives is assigned a unique ticket number. This number may not be provided by the call centre unless it is requested. If you have any issues with obtaining a ticket number, please ask for the name of the representative you\u2019re speaking to (if you don\u2019t already know it).<\/li>\n\n\n\n<li>Follow the steps on&nbsp;<a href=\"https:\/\/web.archive.org\/web\/20240823155914\/http:\/\/blogs.ubc.ca\/commons\/tickets-how-to-report-an-issue-to-library-it-and-building-operations\/\">Tickets<\/a>&nbsp;to report the problem to UBC IT<\/li>\n<\/ol>\n\n\n\n<h3 class=\"wp-block-heading\">Report Online<\/h3>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Sign in to\u00a0<a href=\"https:\/\/www.myricoh.ca\/\" data-type=\"link\" data-id=\"https:\/\/www.myricoh.ca\/\">https:\/\/www.myricoh.ca\/<\/a>\u00a0Login: clc.assistants@ubc.ca Pass:Chapman3909!<\/li>\n\n\n\n<li>Click \u201cService Call Management&#8221; (orange box)<\/li>\n\n\n\n<li>Click \u201cService Call Placement\u201d (orange box)<\/li>\n\n\n\n<li>Fill out the form\n<ul class=\"wp-block-list\">\n<li>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;&nbsp;<strong>Machine Serial #:<\/strong>&nbsp;Input the serial number for the appropriate printer<\/li>\n\n\n\n<li>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;&nbsp;<strong>Machine Asset Tag #<\/strong>: Leave box empty<\/li>\n\n\n\n<li>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;&nbsp;<strong>Machine Service Address:<\/strong>&nbsp;Yes<\/li>\n\n\n\n<li>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;&nbsp;<strong>Problem Category:<\/strong>&nbsp;Emergency Call required<\/li>\n\n\n\n<li>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;&nbsp;<strong>Problem Description:<\/strong>&nbsp;Describe the issue in detail. Make sure to include any error codes or notices<\/li>\n\n\n\n<li>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;&nbsp;<strong>Is the Machine usable right now:<\/strong>&nbsp;Select appropriate answer<\/li>\n\n\n\n<li>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;&nbsp;<strong>Customer PO:<\/strong>&nbsp;Leave box empty<\/li>\n\n\n\n<li>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;&nbsp;<strong>Contact for the Service Call:<\/strong>&nbsp;Same as Call Placer<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>When you place the service call please write down the Service call number for the ticket to IT after hitting submit. Follow the steps on&nbsp;<a href=\"https:\/\/web.archive.org\/web\/20240823155914\/http:\/\/blogs.ubc.ca\/commons\/tickets-how-to-report-an-issue-to-library-it-and-building-operations\/\">Tickets<\/a>&nbsp;to report the problem to UBC IT.<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Unexpected Situations Before you contact Ricoh,&nbsp; it may be best to touch base with your supervisor. TO REPORT A PROBLEM&#8230; Call Report Online<\/p>\n","protected":false},"author":33636,"featured_media":0,"parent":13334,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"categories":[797291,2477],"tags":[797300,797275],"class_list":["post-13277","page","type-page","status-publish","hentry","category-printers","category-printing","tag-printers","tag-printing"],"_links":{"self":[{"href":"https:\/\/blogs.ubc.ca\/commons\/wp-json\/wp\/v2\/pages\/13277","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blogs.ubc.ca\/commons\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/blogs.ubc.ca\/commons\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/blogs.ubc.ca\/commons\/wp-json\/wp\/v2\/users\/33636"}],"replies":[{"embeddable":true,"href":"https:\/\/blogs.ubc.ca\/commons\/wp-json\/wp\/v2\/comments?post=13277"}],"version-history":[{"count":8,"href":"https:\/\/blogs.ubc.ca\/commons\/wp-json\/wp\/v2\/pages\/13277\/revisions"}],"predecessor-version":[{"id":17145,"href":"https:\/\/blogs.ubc.ca\/commons\/wp-json\/wp\/v2\/pages\/13277\/revisions\/17145"}],"up":[{"embeddable":true,"href":"https:\/\/blogs.ubc.ca\/commons\/wp-json\/wp\/v2\/pages\/13334"}],"wp:attachment":[{"href":"https:\/\/blogs.ubc.ca\/commons\/wp-json\/wp\/v2\/media?parent=13277"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blogs.ubc.ca\/commons\/wp-json\/wp\/v2\/categories?post=13277"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blogs.ubc.ca\/commons\/wp-json\/wp\/v2\/tags?post=13277"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}