Frequently Asked Questions (FAQ)

  • What are the benefits of Managed Print Services?

    Managed Print Services allows for more modern print environment and services. Print Services are improved by the ongoing monitoring of devices performance to provide greater reliability and automatic reordering of supplies (e.g. toner). As part of the contract with Xerox, the printer fleet has been replaced with new printing devices . A consolidated/standardized approach to print services also leads to cost savings, which allows us to better focus resources on other key priorities.

  • Are all print devices managed by Xerox?

    No . Outreach, mobile, telework and specialized printers such as plotters or dot-matrix are not managed by Xerox.

  • Are printers on the CAWS network managed by Xerox?

    Yes, printers on the CAWS network are supplied and maintained by Xerox.

  • Why don't the new Xerox printers have multiple paper output trays?

    In keeping with departmental priorities to improve efficient management of assets and costs, it was decided that the new Xerox devices would be equipped with a single paper output tray. Accordingly, employees are encouraged to use the “secure print” feature. This allows the release of print jobs at the printer to ensure security of information, less traffic around printers and printed documents are not mixed in a single tray. Instructions on how to use the Secure Print feature are available on iService.

  • What happened to old print equipment that was replaced?

    Equipment that was leased has been returned to their vendors; equipment purchased was returned to Crown Assets.

  • Where should I go if I need help operating a Xerox device, or if there is a malfunction?

    Support and services related to ESDC print devices is as follow:

    • All requests for support and services (including ordering print supplies) need to be sent to Xerox:
    • Requests related to accessing a printer must be submitted as follow:
      • ESDC employees (other than Passport): online through the ESDC National Service Desk (click on Report an IM/IT problem)
      • Passport Employees: contact the Passport IT Service Desk
  • After reporting an issue, am I expected to provide technical information to the Xerox representatives?

    To help Xerox in determining the issue and speed up the resolution, employees should clearly articulate to Xerox the nature of the issue. However, employees are not expected to answer any technical questions and should not provide Xerox technicians with the coordinates of ESDC/Passport technical staff or contact them on Xerox’s behalf.

  • How do I know if an issue with the printer I’m using has already been reported to Xerox by a colleague?

    Depending on the channel used to report to issue (online or phone) and on the time gap between the submissions, it may not be indicated in the Xerox Portal that an issue was already reported for a given device. To avoid having multiple requests submitted for the same printer, it is recommended that employees place a note on the printer to inform their colleagues that a service request has already been submitted.

  • The Xerox Services Portal is asking me to create an account, should I?

    Yes. When using the Xerox Services Portal for the first time to report a printer issue, to request services or to order print supplies, you will need to create an account. See the Quick Reference Guide (PDF, 452 KB) for instructions on how to create an account and use the Xerox Services Portal.

  • What about meter readings? Am I still required to provide them?

    Employees who are required to submit readings are informed that readings for specific equipment are to be submitted through the Xerox Services Portal.

  • Why is my colour printer now printing in black-and-white by default?

    Default print settings associated with all colour printers have been changed to print in black-and-white. Printing in colour is not always necessary and, when we consider the cost of colour printing, very often black-and-white will do.

    It is still easy to perform colour printing by selecting this option each time it is needed.  Consult the Print Services Quick Fix for directions about how to select colour printing.