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...
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.
Did you get resolution on this error?
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.
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?
Unfortunately this is not something that I am able to post here.
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.
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 called. After 10 min on hold I was connected to a tech rep. He had NO IDEA about any fix you are talking about.
Like the other poster asked - if this is a firmware upgrade can you simply post a link to it?
The office staff messages me this morning saying that the printer again had the error on the screen this morning after I supposedly applied the update yesterday evening.
I do remember the firmware release date that the support guy linked me to had a February 2022 date on it as when it was updated. I'm wondering if he linked me to the wrong one?
Tammy - can you please just link to the correct firmware here? It is a PAIN to call support for this simple thing - installing the firmware is easy and he didn't help with that at all...he literally sent me the link and said follow the instructions. That can be done right here...I'm thinking he linked me to an old firmware and not the one with the fix. Please save us all time and post the correct link here. Thanks!