08-07-2017 04:28 PM
I have one of our customers has install one of SOLD toner "genuine" Xerox purchased from our official distributor and the customer complaint that when he install this toner, the photocopier has stop to working.
The photocopier is locked and ask for Supplies Plan. The photocopier still show "Sold" in configurations. For curiosity, we tried an Meetered toner and the photocopier not recognized the toner. With the SOLD toner, the photocopier shown 100% in toner, but still locked.
We call severals Xerox ressources, unfortunaly, nobody has seen that issue before. We we're transfered to many departements without found someone can told us how resolve that Supplies Plan Unknown.
We only sell a toner to this customer and we're getting stuck with that issue.
Any help will be appreciated.
03-14-2018 12:34 PM - edited 03-14-2018 01:05 PM
When you purchase the machine you get a unique code, you take the code and put it here:
CWIS > Properties > Security > Feature Enablement
You can only get the code through a sales agent as they are unique to each serial number and it's contract status