Managed Print Services

East Dunbartonshire Council print services are provided by Xerox our third party partners.

The following pages outline the managed services and procedures for fault fixing and consumable ordering for multi function devices (MFDs).

Equitrac Office is an intelligent print management solution that provides users with secure mobile print, and a personal print queue that is visible on all Equitrac devices. This means that all prints sent to the Equitrac ‘follow you’ print queue can be collected at any Equitrac device within East Dunbartonshire council.

Key Features

• Singe print queue for all Equitrac devices
• Tracks how printers and copiers are being used and by whom
• Monitors, measures, and manages printing costs and enforces print/copy rules (Mono, Duplex standard).
• Allows analysis of which devices are being over- or under-utilised and recognise peak usage periods
• Enables allocation of expenses (re-charge) by department, cost centre etc
• Controls who can use certain devices, how they use them, and how much they use them
• Read the Follow you device functions.

Please note: Devise specific instruction manuals can be found on the Xerox Support website.

You should select the Follow You print queue from the dropdown, please check that the building in which you would like to print has a follow you print queue available (The list of follow you, Equitrac locations is in the Connections Champion community and on the HUB)

Once you have successfully sent a document to the ‘FollowYou’ print queue, you can then go to a printer that is connected to the ‘FollowYou’ network

At the printer press ‘Alternate Login’;

Enter your EDC network username, using the keypad, e.g. Dakelly (Most users know this as their ‘Marigold details’)

Press OK.

Enter the ‘Follow You’ PIN, which you set via the Equitrac website, using the number keypad, then press OK.

Press the Release documents button at the right hand side to see the documents in your print queue.

You will see all of the documents in your print queue.

• Highlight document and press Print – this will print the document and remove the print from the queue
• Highlight document and press Print & Save – this will print the document and keep the print in the queue for 24 hours from when you sent to the print queue
• Highlight document and press Delete – this will delete the document from the queue
• Press Select All to highlight all your documents, then either Print, Print & Save or Delete your documents.

Click the document you want to print, and press Print or Print & Save
In the image below, I have already pressed Print & Save which gave me my print and kept the document saved for me in the print queue.

In the example below, I highlighted my document and press Print which printed the document and removed my document from the queue. To exit press the Exit button.

After pressing the Exit button, you are back to the logged in screen.

To fully log out press the green key button highlighted below.

Then press Logout button and this logs you out of that printer/’Follow You’ print queue.

Open Internet browser and visit the equitrac website

And click the Continue to this website (not recommended) link.

Log into the site with your current Network credentials e.g. ‘daKelly’ (most users will know this as their Marigold details)

Once logged in, under ‘Actions’ click the link for ‘Manage’ my user PINs

Then click on the ‘Forgot current PIN2’ link

Press the ‘Reset PIN2’ button to receive an email with a new PIN

Your new 8 digit PIN will be emailed to you.  After you receive the new PIN press the ‘Back to PIN Management’ link

Tick the ‘Change PIN2’ tick box
Enter your PIN you had emailed to you
Enter a new PIN (4 digit minimum)
Confirm the new PIN
Press ‘Change PIN’ button

You have now successfully created a new secure PIN for the ‘Follow you’ to release your print documents from any printer on the Follow You configuration.

View the list of Equitrac locations.

In the first instance you should contact your team print champion for advice; they have extra training and may be able to resolve the issue quickly.

Your teams print champion may then report the issue to IT or as you to contact them directly; this can be done via email, telephone, or through Fresh Service.

Email address: it.serviceline@eastdunbarton.gov.uk

Or

Log an issue on Fresh Service.

Or

Dial 8888 for the Service line.

The information detailed in the table shown below should be provided to the EDC service desk.

• Contact name
• Email address
• Telephone no. external
• Printer model
• Asset/serial no
• Device location, building, department, room number etc
• Fault details.

Please note: 'PRINTER FAULT' should be the subject of any email, or placed in the summary if any calls are placed on Fresh Service.

Most devices will self order toner when it is required, if this does not seem to be the case please follow the instructions below.

In the first instance, you should contact your print champion; they will have access to an online portal that allows them to order supplies for all Xerox devices.

If your teams print champion is unavailable; consumables orders should be directed to Xerox.support@eastdunbarton.gov.uk.

All requests for extra consumables, over and above the orders coming directly from the machines, must have a valid business reason, Xerox reserve the right to refuse any request that is not deemed to be business critical.

Template to be used

This is the template that should use when ordering consumables directly with Xerox.

Please note: No other mail addresses or personal contacts should be used when requesting consumables, any requests made to the EDC help desk will not be acted upon.