Professional industrial coding and marking machines manufacturer
A customer in Libya bought our CIJ printer through a third-party vendor as part of a larger production line installation. Despite initial attempts, the printer remained non-functional and was left unused for a year. Recently, the customer reached out to us directly for technical support after the intermediary vendor failed to resolve the issue.
Initial Diagnosis：
Our engineering team conducted a remote assessment and hypothesized that the ink path and nozzles were likely severely clogged due to prolonged inactivity. This is a common issue with CIJ printers left idle for extended periods, as ink can dry and build up within the system.
Remote Troubleshooting Process
Preliminary Testing：
We guided the customer through a series of diagnostic tests to confirm our initial assessment.
Disassembly and Cleaning:
Instructed the customer on safely disassembling key components.
Provided step-by-step guidance for thorough cleaning of critical parts, including the print head, nozzles etc.
Reassembly and Reconfiguration:
Assisted in correct reassembly of components.
Helped rectify improperly connected ink and solvent pipes, a crucial step for proper fluid circulation.
Taught the customer how to calibrate the ink line, ensuring optimal ink flow and print quality.
Ink System Purging:
Guided the customer through a comprehensive ink system purge to remove any remaining blockages. This step is vital in CIJ printers to ensure proper ink flow and droplet formation.
Startup and Calibration:
Walked the customer through the startup sequence.
Assisted in basic calibration procedures to optimize print quality.
Outcome:
Through persistent collaboration and detailed remote guidance, we successfully revived the printer. This case exemplifies the challenges and potential of remote CIJ printer troubleshooting, highlighting the importance of expert knowledge and clear communication in overcoming complex technical issues.
Key Takeaways:
Regular maintenance is crucial for CIJ printers to prevent severe clogging and system failure.
Proper training of end-users in basic maintenance and troubleshooting can significantly extend a CIJ printer's lifespan and minimize downtime.
Effective remote troubomplex technical issues.leshooting of CIJ printers requires in-depth technical knowledge and excellent communication skills.
This success story underscores our team's expertise and dedication to customer support, even in challenging remote scenarios. Without the cooperation and joint effort, this mission would have been impossible to complete. I felt really happy for the customer and proud of our team.