TRAINING
Welcome to the Training section! This is your go-to resource for all training-related information. Here, you will find comprehensive training materials and resources designed to enhance your knowledge and expertise in using PrintFactory. We have curated a wide range of training materials, including guides, tutorials, videos, and documentation, to ensure you have all the necessary resources to master the features and functionalities of our solutions. Whether you are a beginner or an advanced user, this section will provide you with the guidance and support you need to make the most out of PrintFactory. Explore the training materials available and take your skills to the next level.
If you cant find what you need or you want to chat to our Support team you can reach us at support@printfactory.cloud
Contact your Account Manager for Dealer On Boarding
ENGLISH VERSION
GERMAN VERSION
ENGLISH VERSION
First-Line Support Checklist
1. Gather Initial Information
- Confirm software version
(Note: “Latest version” is not an acceptable answer—verify the actual version number, as many users mistakenly believe they are on the latest version). You can also find features and fixes from past versions here
- Check the operating system, hardware, printer models, measurement devices used, etc.
- Obtain a clear, detailed description of the issue from the customer.
Note: If you don’t understand what the customer is asking, follow up for clarification. Passing the ticket over without understanding the issue will likely lead to delays in resolution.
2. Initial Troubleshooting and Testing
- Attempt to replicate the issue in your environment.
- Request screenshots or a video of the issue from the customer to better understand the problem and verify everything with photo evidence in case there is misinformation happening. This is especially helpful on cutter or printer issues where you can see a physical problem
- Suggest basic troubleshooting steps such as restarting the software, checking connections, or updating to the latest version if they are not on it.
- Review documentation or knowledge base articles for similar issues and possible solutions.
Note: If printer related, most printer manuals can be found using an internet browser of your choice.
3. Ask Key Questions
- Ask the customer to detail the steps they took leading up to the issue.
- Inquire if there have been any recent changes to their system, software, or environment.
- Ask if the issue has occurred before and, if so, how it was resolved.
- Is there another way to test the same process? Where in the software is the issue presented? Example: If working from layout vs a queue vs workflow changes the outcome? Does using a different file or pmm have the same problem?
- If you open a file in Adobe Acrobat do you see the same issue presented in Editor?
- Is this a global issue or only seen on one person’s system?
4. Backup and Logs
- Request a backup of the problematic job files, if applicable.
- Collect log files or error reports that could provide insights into the issue (found in Users/Shared/PrintFactory or C:\Users\Public\PrintFactory\Logs depending on the OS).
5. Documentation
- Record all the information gathered, steps taken, and solutions tried in the ticketing system.
6. Escalation:
- If the issue cannot be resolved after these steps, escalate the ticket with all the gathered details
