Helpdesk

Our experienced support team are on-hand to help with any queries. Please click the relevant link below and complete the form and our support team will get back to you as soon as possible.

Talk to our support team on 0207 101 0096.

Please click on one of the links below to raise the relevant support ticket.

ITDS Workflow Customers

ITDS Mailroom Customers

ITDS Managed Customers

Call us

0207 101 0096

Email us

contact@itdocumentsolutions.com

Frequently Asked Questions

How can I print securely using a PIN code or card reader?

You can use secure print through the printer driver on your device. You can set a PIN code and release the print job securely at the machine for confidentiality, providing you have the software installed. Alternatively, you can download an app or use group-wide print management software. Please contact the helpdesk or your account manager to discuss your options.

How do I add an email address to scan documents?

You can reference all device manuals online by searching the manufacturer and device model online, alternatively, contact the ITDS Helpdesk or watch a YouTube video.

We have accidentally damaged the device, what should we do?

Please take pictures and contact the ITDS Helpdesk, we will do what’s required to get you up and running ASAP. Please don’t try and fix it yourself as you could do more damage and parts may be required.

Why am I unable to send a fax?

Firstly, please make sure you have a facsimile module on the device, and that it’s connected to an active telephone line. You can press the on-hook button and you should hear a dialling tone, if not, please contact your internal helpdesk or telephone service provider. They will determine if it’s the line, alternatively, if it’s a device issue, please contact the ITDS Helpdesk on the details above.

What should I do if there are black spots on the page?

In the first instance please use a glass cleaner and a paper towel to clean the glass on the top of your device. Please also clean the small length of glass on the left-hand side of the platen cover. If the problem persists, please arrange for an engineer to visit. This process would be the same with smudging or lines on the page.

What’s the difference between a mechanical fault and a network problem?

IT Document Solutions is responsible for your printer and making sure the printer is working. However, because the printer is connected to your network you may have issues with your infrastructure or connectivity. Our engineers are responsible for fixing the printer, and your IT Helpdesk or Managed Service provider is responsible for your network.

What should I do if my device has stopped working?

There are several things you can try in the first instance:

• Restart the device

• Check the paper trays for stock

• Make sure all wires are connected to the device

If the device is still not working, then please raise a support ticket on the portal.

Where can I find the serial number for the device?

The serial number will be displayed on the ITDS sticker on the front of the device. This also includes our contact details should you need to get in touch with the team.

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