How to report technical issues to Mutoh Europe

Contacting us

For technical or print-quality related issues, please always report any issue directly via the Mutoh Support Desk in order to have a proper follow-up. This is the preferred way to contact us. By directly logging-in via our support-desk with your personal user account, you can find information on our knowledge base, ask your questions and follow them up (including those of your colleagues).

This instruction movie will give you a clear explanation of the possibilities of our support-desk & knowledge base and how to work with it:

Only if you have no access or no account to our support-desk, then you can also contact us through the following addresses:

• Hardware Support - Questions about printer hardware, electronics, mechanics, spare parts, etc.
  hardware.support@mutoh.eu
  
  
• Product Support - Questions about color-management & -profiling, printing & cutting applications, drivers, software, etc.
  product.support@mutoh.eu

How to report technical issues 'the right way':

Mandatory basic info which is always required for every technical issue:

• Date of installation unit
• Date of intervention
• Model number of machine
• Serial number of machine
• Firmware version (main Firmware & Heater Control Firmware version)
• Printed area (including printer counter information)
• Ink used:
  • Part number
  • Lot number
• Detailed problem-description

Important extra info, depending of the kind of issue

• Exact error message on the display 
• Nozzle check from Diagnostics mode 
• Print mode 
• Header dump
• Counter info (motor, pump, head dot count, wiping… 
• see Maintenance count sheet in Maintenance Mode 2) 
• CR maintenance info (to check if the end-user has done the prescribed maintenance) 
• In case of printing quality issue/banding: a print-out of the adjustments on paper (mainly the mechanical adjustments of the print head(s) 
• Pictures, print samples and movies illustrating the problem
• IMPORTANT: It is mandatory that each print sample is accompanied with a Header Dump
• An overview of technical interventions, replaced spare part (numbers) and actions already done by the service-technician

Files always to be retrieved during an on-site intervention:

• RDI file (mandatory - For more information, see TIB761)
• PRM file
• Error log file (hst)
• Set-up list
• For VJ-405GT: glpm file

Article changes

Revision 1.0 : 26 march 2018 - Initial version
Revision 2.0 : 22 march 2019 - Updated on-line article (outdated PDF document removed)