Same here... Ive called twice and been put on galatic hold... last call I gave up at 18mins. Never again Xerox.. Never again will you get a quarter from me.
I will add that the guy I talked to seemed to be aware of the fix. Initially I got someone in a different department who didn't but said that the C315 was services by the ____ area (whatever she said) and transferred me. That guy knew what I was talking about but I think he simply linked me to old firmware. He tried to guide me to it on the support website but it wasn't showing for me so he emailed me a direct link.
The correct link posted here would be much easier, especially since that's all that support is doing is pointing us to it and not giving any further guidance.
Unfortunately this is not something that I am able to post here.
Then how do I get a resolution to this if the tech I call - as you suggested - has no idea how to resolve the issue?
If you can't post it - can someone email me the information with any links that are needed?
I promise I'm not meaning to sound argumenative at all but the tech I spoke with at first simply tried to direct me to the drivers and downloads section after I searched the main site for C315. When it wasn't there, he then emailed it to me direct. If it is supposed to be public, then posting it here should be no big deal.
Please escalate this up the chain and get this resolved. We do not want you to break any rules but this simply does not make sense. You should be able to post it here if it's supposed to be listed on the website publicly...as tech support told me. He gave no guidance or direction after he sent me the link, I just had to follow the instructions myself. Either have them post it to the downloads section as it is apparently supposed to be already or get them to approve posting it here in this thread. Same result. Calling is only wastes time and gets no direction.
I have escalated the issue, and at this time the only option I can provide is to contact the support department. When I have more information to share I will post it here.
Is there anything specific we should tell them when we call to ensure we get the updated firmware? Especially for those who get someone who doesn't know what they're referring to on the call. An issue number or something? Or should telling them C315 error 126.11A LVPS error let them know what we need?
Though the guy I talked to was friendly, and did seem to know what I was talking about, I do believe I was simply sent old firmware which we already had on the machine. Another user saying they were told that the support person didn't know what they were talking about leads me to think it may not be fully published as a fix or something. Especially since the guy I talked to thought it would be available for public download on the main site...
You should provide them with the error code 126.11A, when they search the internal knowledge base they will find the information needed.
Thanks. That's what I did and he found it so I would suggest that others do the same.
Also, everyone, note that the serial number they need (if they ask) is the one located inside the front cover on the left...not the one that comes up on the screen under device info. That threw me off a little at first.