Support
Remote Check
A clear route for remote checks on South African print sites, for operators who need practical troubleshooting rather than generic notes.
Remote checks for live Epson faults
Remote Check sets out what to gather before eProfile works through an Epson graphic-arts fault from off site. The notes focus on practical checks from the print floor rather than generic troubleshooting copy.
Remote Check is used when an Epson graphic-arts device is on site and the operator needs off-site fault tracing with usable evidence. Include the media loaded, the exact panel message, RIP or workflow screen captures, and whether the issue appears during loading, printing, cutting, or maintenance. Conditions such as Cape Town coastal moisture, Highveld dust, and power interruptions can change how a fault presents on the day.
Begin with current photos of the printer front panel, the media path, and the printed result if output is affected. Add nozzle check images, maintenance tank status, ink levels, and any recent changes to media profile, driver, or RIP queue. That record gives a reliable starting point when the same machine runs across more than one shift.
What to send before inspection
A useful Remote Check request identifies the Epson model, the job type, the media brand and width, and the step where production stops. Attach the error wording exactly as shown and list the checks the operator has completed so the same test is not repeated. Short notes from the print room are more useful than broad fault summaries.
Use the contact form to submit the fault with error codes and one clear description of the current setup. If colour is the issue, include the output target, the profile in use, and a sample image showing the shift or banding. When the problem sits between printer and RIP, note the queue name, file type, and whether other jobs print normally from the same workstation.
- Panel error shown exactly as displayed
- Nozzle check and print sample attached
- Photos of media path and setup
Site conditions that affect diagnosis
Print rooms differ widely between Gauteng and Cape Town, so the check should mention ventilation, dust build-up, recent cleaning, and any recent move of the device. If the printer is running paid work, separate the immediate production stop from older quality issues such as colour drift or edge strikes. State whether the unit is connected by USB, network, or through a dedicated RIP station.
Coastal humidity can influence media handling and drying behaviour, while inland dust often shows up around sensors, rollers, and covers. Load-shedding events and abrupt shutdowns can also matter when the fault appeared after a restart, head clean, or interrupted job. Where output is inconsistent, include the time of day, substrate, and heater or platen settings in use.
Operated by Astros Marketing (Pty) Ltd from 2 Makro Place, Sunnyrock 1401.
Evidence that helps the remote review
Send the Remote Check request with photos, error details, workflow screenshots, and what the operator has already tried. Use a clear subject line.
Send the request while the fault is current so the machine state, loaded media, and queue details still match the problem being reported. A good pack includes photos, screenshots, the job name, and any changes made just before the error started, such as a new roll, updated profile, or maintenance action. If a demo unit was involved, identify the location as Gauteng or Cape Town and note what was being tested.