Performance and Image Quality Expectations Guide 4-1
4
4 Support
Support for the Xerox DocuMate range of scanners is provided directly by Visioneer. All
DocuMate scanners come with US-based, toll-free technical support by contacting Visioneer at
1(800) 648-0410. Warranties are valid in the U.S. and Canada. An online Knowledgebase for
troubleshooting and support information is also available 24/7 at www.xeroxscanners.com.
Note
If you require training and/or support for FreeFlow Makeready, or the Makeready Scan and
Print application, contact your local Xerox Analyst for assistance. The scope of support
provided by Visioneer for the Xerox DocuMate scanners as part of the initial installation is
limited to installing the scanner and device drivers, and performing a test scan to validate
operability.
Service/Maintenance Kits
Over time, all scanners require occasional cleaning and maintenance in order to keep the
product in good working order. Visioneer offers maintenance kits that may be purchased to
maintain the scanner. Each kit contains cleaning supplies, as well as replacement rollers, and
pads.
Frequent paper jams are a symptom of a worn roller assembly. A worn roller can cause
documents to feed in skewed at an angle, or multiple pages to feed at the same time. A worn
roller should be replaced to avoid damage to the scanner’s internal parts. Before replacing the
roller you should clean it as excessive dust on the roller will make it appear worn and smooth.
For questions regarding replacement parts or ordering information, refer to the scanner User’s
Guide or contact your local authorized Visioneer distributor.
FreeFlow Scanner Support
Comprehensive TWAIN support falls outside of the Xerox Field Service Maintenance
Agreement (FSMA). Issues found with FreeFlow Makeready and a supported Xerox DocuMate
scanner will only be addressed if they can be reproduced on a reference scanner available to
the Xerox Customer Support Center (XCSC).
In addition, the following limitations may apply when scanning from Makeready via a
supported Xerox DocuMate scanner and the TWAIN (version 1.9 or above) interface:
Image quality or performance-related problems are not supported
Optimization and targeting for a particular Xerox black and white or color printer is not
supported
The [Fit to output stock size] selection under [Reduce/Enlarge] in FreeFlow Makeready is
not supported
The input page size passed from the FreeFlow Makeready Scan and Print user interface
may not match Data Source capabilities and, thus, may not be effective. To choose an
exact input page size, customers should make a selection from the [Advance Scanning]
user interface
The [Rotate] selection under [Image Orientation] in FreeFlow Makeready is not supported
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General
Weight and Dimensions
