Xerox 4890 Advanced Troubleshooting Manual - page 18

Calling for service

1-2

Troubleshooting Guide

–

Recent service performed

–

Previous conditions under which the application has 

printed properly.

Give this information to a customer service representative, who 

will discuss the information and give you an estimated time of 

arrival or assist you over the phone to resolve the problem.

Enabling and disabling the modem for remote service

Your system may be set up to use Sixth Sense Technology—a 

remote communication capability. Sixth Sense Technology is a 

suite of tools that allow service personnel to connect with a 

system and evaluate its performance. The service representative 

can troubleshoot problems remotely, transfer, apply, and remove 

patches remotely, and, if an on-site call is required, arrive with 

the solution to fix the problem.

An external modem allows your system to be accessed by 

remote service technicians.

You may be instructed to enable the modem so that the 

technician can dial into your system. Follow this procedure:

1. Stop all printing and queueing during the remote service 

session.

2. Follow the instructions of your service representative to 

enable the modem.

3. When the remote service session is complete, disable the 

modem.

4. Resume printing and queueing.

Refer to the Guide to Configuring and Managing the System, 

“Using utility commands” chapter, for more information on the 

commands used for remote service.

If security is a concern, you can turn off the modem, or you can 

physically disconnect the cable from the system when it is not 

being used. 

CAUTION

Depending on the commands used by the technician, the printer 

may start up during the remote service session. You should not 

attempt to operate the system or perform any tasks at the printer 

while remote service is in process.