There is no direct number to 2nd level support on the contact center at 1-800-821-2797 or 1-800-835-6100. Once you have an agent on the phone, I would just request 2nd level support.
I tried this already. The jobs remain in the machine's memory.
What number should I call to ask for 2nd level support without having to spend 20 minutes going through menus and gatekeepers?
The only other thing that I found that you didn't already try is to restore the printer back to factory defaults instructions found below. If you don't want to try this, then I would suggest calling back into the support department and requesting to speak with a 2nd level software agent.
Note: Some settings are available only in some printer models.
A few months ago, I got a B235 for a client, hoping to take advantage of its ability to forward incoming faxes to email. This is all this device is used for.
Everything went gloriously well until someone sent a fax that's well over 500 pages. (We customarily receive very long faxes and this will NOT change. Please stick to the issue at hand. Thanks!)
For some reason, the device started printing it until, of course, it ran out of toner, at which point it not only stopped printing, but stopped forwarding other incoming faxes to email as well (I think the machine stopped "answering" incoming calls). To this day, I've found no way to delete this job.
I got a new cartridge, to make the machine "happy," and as soon as I put it in, it started printing and subsequent faxes were again accepted and forwarded to email.
This new toner cartridge was almost eaten-up by this job (printed about 300 more pages), so rather than having everything grind to a stop, I pulled out the paper tray, removed all the paper and pushed the tray back in.
The machine's working as intended (incoming faxes are forwarded to email), but the screen is always displaying the "Load tray 1" message, and the job queue shows 1 Print Job (no idea where that came from, as this is not set up as a printer at any workstation) and 23 Fax jobs that I can't delete.
I've tried sanitizing the memory from the web interface, as well as going to the touchscreen and trying to cancel each job. The jobs have shown "Cancel pending" for months now.
Is there any magic commands combination or some hidden web issues that would let me clear this non-sense?
I tried calling xerox support when this happened, but that's an experience I don't wish on my worst enemy, so I'd rather not do that again.
There has to be a way to clear these jobs if I don't wanted printed or clogging the system.