Equipment Support FAQs
Quick answers for common copier, printer, toner, meter, scanning, and service questions.
Where do I find my Equipment ID?
Look for the Charlestowne Digital equipment tag on the machine. Newer tags include a QR code. If you scan it, the Equipment ID is carried into the support screen automatically.
What if my machine does not have a QR tag yet?
You can still use the Equipment ID printed on the current tag and enter it in the Equipment Help Center or the support request form.
Do I need to order toner if my machine is monitored?
Many managed devices report toner levels automatically. Use the Toner & Supplies request when a shipment is needed, a supply did not arrive, the wrong item arrived, or the machine is not reporting correctly.
Are toner, staples, or paper included?
Coverage depends on the service agreement attached to the equipment. When you enter through the machine QR code, the support screen can show coverage guidance before you submit a supply request.
When should I submit a meter reading?
If your device is monitored automatically, you normally do not need to submit routine meters. Use the meter form when requested, when a meter is not reporting, or when Charlestowne Digital asks you to provide a reading.
What should I do when scan-to-email stops working?
Confirm the destination email address, try a small one-page scan, and note any error code shown on the machine. If test emails work but actual scans do not, submit a service request rather than changing SMTP or account settings yourself.
Should I move the copier myself?
For anything beyond a very small repositioning in the same room, submit an Equipment Move request. Copiers are heavy and may have finishers, network connections, floor requirements, or transport locks that need attention.
What information helps a technician most?
Include the Equipment ID, the exact error code, what the machine was doing when the problem started, whether it is still usable, and a photo of the screen or print-quality issue when helpful.
Need More Than an FAQ?
Use the Equipment Help Center to identify your machine, find model-specific guidance, or open a support request.
