FAQs

The COPI email is monitored semi-monthly. To assist in meeting your needs, the committee has developed a list of frequented asked questions with corresponding answers to each. If you find your question is unanswered, it's always best to start with your local IT support person for direction. This person can help in streamlining your question to the right people and get you the necessary proper care.

NOTICE: ComDoc will never call you to place a toner order; additionally, no other company should call you either to place toner, support, or supply orders. Do not give the ID# of your device(s) to callers. ComDoc has that information. Do not get scammed.

Background

What is the Comprehensive Office Print Initiative (COPI)?

COPI is an ongoing effort to optimize printing equipment, efficiencies, and practices across all Kent State campuses. The program is part of the University's strategic response to the Governor’s Affordability and Efficiency Report, and has been designed to provide departments with newer and more efficient printing technology, improve the quality of services, and leverage Xerox’s superior ink technology that conserves raw materials while generating 90% less waste and reducing energy consumption by as much as 50%. Through consolidation of our printer fleet and default print settings, Kent State is poised to save an estimated $400,000 annually.

How did Kent State determine how many printers and where to place them?

Prior to installing the new ComDoc Xerox devices a comprehensive printing assessment was performed in each area, building and department across all Kent State campuses. This assessment informed a customized printing plan, which was presented to stakeholders ( local IT support, budget managers, department heads, etc.) in small meetings called “Voice of Customer” discussions. Each plan was adjusted based on feedback from these parties to form the final state for implementation.

What devices are included/covered in this program?
  • ComDoc Xerox Printers
    • These machines have ComDoc ID tags stickered to them with contact information for ComDoc and a unique ID code. Most models are capable of printing, copying and scanning. Some models also have integrated fax, while others are single-function printers and will perform the print-only function.
  • MPS Devices (Managed Print Services)
    • These are machines purchased by Kent State prior to the COPI implementation, but covered for support and toner by ComDoc at a reduced cost. These machines have ComDoc ID tags stickered to them with contact information for ComDoc and a unique ID code. Most will have been manufactured by HP, Dell, or Brother.
  • Exempted (Waived) Devices
    • These are devices for which a waiver has been submitted and approved by the COPI Committee. Departments have permission to use Kent State moneys to purchase toner and other supplies for these machines, as well as to replace them in the event they stop working.
What is the difference between an MPS printer (Managed Print Service) and an exempted printer?
  • MPS Devices (Managed Print Services)
    • These are machines purchased by Kent State prior to the COPI implementation, but covered for support and supplies by ComDoc at a reduced cost. These machines have ComDoc ID tags stickered to the front with contact information for ComDoc and a unique ID code. When these devices stop working, the responsible department will need to engage COPI and ComDoc to get a new Xerox device as a replacement.
  • Exempted (Waived) Devices
    • These are devices for which a waiver has been submitted and approved by the COPI Committee. Departments have permission to use Kent State moneys to purchase toner and other supplies for these machines, as well as replacing them in the event they stop working.

Ordering Questions

What is mycomdoc.com?

myComDoc is the online customer portal that can be used to order supplies, place service or maintenance tickets, or enter monthly meter reads for non-networked devices.

To sign up or if you need help navigating the website, call ComDoc's customer support at 1-800-287-7893, option 2. Sign up using your kent.edu email address and device ID number.

When you’re signed up, log in at mycomdoc.com. Search for your equipment ID number using the search box. Click on the device below to go to the device’s home page.

mycomdoc.com log in menu

Place new orders, new service calls or enter meter readings by using the menu on the top of the screen.

mycomdoc.com top navigation menu

How do I order toner for my ComDoc-supported MPS device?

Under the MPS (or managed print services) program, ComDoc supports the printer . Toner and maintenance services are included within the monthly usage cost. There is no need to purchase toner from an outside source; simply call ComDoc for a replenishment.

Each MPS device will have a sticker displaying the ComDoc ID# of that particular printer. Simply call the 1-800 number (1-800-321-4846) that is on the assigned ComDoc contract sticker. Please refer to that number when placing a service or supply request. ComDoc will know exactly what device you have, where it is located, and the type of toner it requires.

Please remember, toner purchases will not be supported by university funds (with the exception of waived devices), so make sure to contact ComDoc directly for MPS supplies.

Additionally, MPS devices are not being tracked for auto-replenishment of toner. Please make sure each MPS device has backup toner or additional toner is ordered when a large print job is projected.

How do I order toner for my Xerox device?

All Xerox (leased) devices should be on toner auto-replenish and is included in the cost of the lease. When the toner needs replaced, the device triggers the notification to ComDoc to send a replenishment. However, that’s where it’s important to make sure each device has backup toner, or if a known large print job is coming up, then additional toner is ordered.

Do NOT replace toner until the device errors to replace toner.  Premature replacing the toner causing a technical error in the amount of toner available within the device.

MPS devices are not on auto-replenish of toner.  Those will be the HPs, Dell, Brother, etc. devices that are covered for support from ComDoc. (Usually desktop, non-leased and stickered by ComDoc) And again, these devices will physically need toner ordered from ComDoc.

Call ComDoc at 1-800-321-4846 if you need to re-order supplies. They will ask for the device’s ID number located on the front of the machine. You may also order through mycomdoc.com; further instructions on how to use the website are in its corresponding FAQ.

NO COMPANY WILL CALL TO PLACE A TONER ORDER! This includes ComDoc. Do not get scammed. Do not give out the device’s information; if the company is calling you then they should have that information.

I have an exempted device, what supplier should I use to purchase toner?

Toner has been blocked for purchase by our preferred mandated office supplies vendor at Procurement's request.

Therefore, please contact Procurement for a list of available preferred vendors.

When you complete the purchase, reference your waiver number upon reconciliation of P-card to verify approval. Please contact Procurement if you need your waiver number. Non-waived purchases of toner will be suspect to reimbursement through personal funds and/or P-card cancellation.

Are staples included under the ComDoc program/contract?

Staples are NOT included as part of the program. There is a charge, depending on the pack needed. However, old Konica staple packs will work on the Xerox devices if you have any left over from previous.

To place an order, call ComDoc at 1-800-321-4846. They will ask for the device’s ID number located on the front of the machine. You may also order through mycomdoc.com; further instructions on how to use the website are in its corresponding FAQ.

There is a freight cost to ship, so condense orders if possible.

Make sure to ask for the sales order number as it may be needed to request a copy of the invoice.

Is the cost of staples IDC'd back to my index/department?

No, invoices for staples or accessory supplies are not IDC’d back to the machine’s index.  If charges are approved for payment, you may call 1-800-287-7893, option 1, to pay the invoice via P-card.

If you placed an order for such accessories, and did not receive the invoice, please contact ar@comdoc.com with a sales order number to request a copy.

Can I purchase toner for my personal printer if I use my faculty funds?

No. If the device has not been waived as an exemption through the COPI Committee and no Human Resources exemption has been approved, then any use of university funds is not permissible.  This includes faculty incentive or reimbursement funds.

Billing Questions

Who handles the financial support of all copiers and printers on campus?

Copiers, MPS, and Waived Devices are all financially supported by the university.

If you have a personal or departmental device that is not under the “COPI-approved” MPS or Waived program, then continuing print is your financial obligation – should you chose.

As copier and MPS device leases and/or usage are charged monthly, the amounts will be in the department’s transaction history reports as an IDC journal entry.

Waived devices are not supported by ComDoc. Waived printers and toner are approved and financially funded by the department, using the university’s preferred vendors.

Where is my monthly bill?

Departments will not receive a monthly bill for payment under this program.

Right now, the university receive two bills. A lease bill from Wells Fargo (811032300), for all leases. And a usage bill from ComDoc (800196883). Both are coded to expense accounts (74105 & 73013) (and the COPI index) as directed by accounting. Each month, the invoices are reconciled to make sure the index is correct for the respective serial, and in the case of leases, to ensure the lease amount charges are correct. The bills are then approved for payment. Each bill is then reversed by journal voucher and split to its respective index number based upon the serial number by accounting.

The department’s Xerox lease IDC should never change from month-to-month. For usage, ComDoc remotely pulls the usage counts at the end of each month, using a program called FMAudit. When the leases and usage are IDC ‘d to their respective indexes, you should see the invoice number (I…) in the monthly transaction reports to find the backup in Banner under the Vendor History of ComDoc (800196883).

The usage or count documentation backup is included with the ComDoc invoice. It will have the serial and ComDoc ID#, with the meter reads for B&W and Color. Each invoice is posted into Banner within two-three weeks.

Usage from each device can be extracted on each machine or through mycomdoc.com

How do I get backup documents for my usage/meter reads charge?

When the leases and usage are IDC ‘d to their respective indexes, you should see the invoice number (I…) in the monthly transaction reports. To find the backup in Banner, under the Vendor History (Direct Run: FAIVNDH) for ComDoc (800196883), locate the invoice in question and select “Retrieve” in the upper right hand corner.

You must have financial accessibility rights to access this information. Please review the Systems Access Security webpage for details.

Meter reads can also be found by device on mycomdoc.com.  See the ComDoc Web Portal FAQ for brief instructions, or call 1-800-287-7893, option 2, or email mycomdoc@comdoc.com with more in-depth service and support questions.

Is there an inventory log of all the devices in my department?

Yes, there is an inventory log with the index, serial, location, and lease cost associated to each machine. Please contact copibilling@kent.edu with your index number if you would like to see your department’s list.

Who do I contact about my bill or charges?

If you have a question regarding your bill, please contact copibilling@kent.edu. Please review all the FAQ’s first to see if your question is answered in a previous post.

Any meter read questions should go directly to ComDoc’s customer service at 1-800-321-4846.

How can I easily monitor meter reads?

Pertaining to usage, we found that if you log into mycomdoc.com; find your copier, then scroll down to meter reads – you can do estimates at any time of your bill. Calculate the difference between last month’s BLK or CLR to this month’s BLK or CLR at the copier’s usage rate.

To sign up or if you need help navigating the website, call ComDoc's customer support at 1-800-287-7893, option 2. Sign up using your kent.edu email address and device ID number.

mycomdoc.com meter reads

For example, this February bill for Black and White print usage would be 9664 less 7350 equals 2314 at .005 per page totals $11.57.

How do I split the cost of a device or usage between departments or indexes?

Each device may only have one index allocated to it. If usage needs split between indexes, the Xerox function of Standard Accounting needs installed to the device.  To do so, IT Engineering will need to be involved in order to rebuild the driver for Xerox Standard Accounting. Another option would be to IDC half the associated charges to a shared department, if required after installation. Departments should begin the process with their local IT if this capability is needed.

Do I need to send monthly meter reads to ComDoc?

Most devices are networked and usage counts are retrieved automatically once a month by ComDoc. However, if you have any devices that are on MPS (the managed print services) program, you may need to send counts. You would receive an email from ComDoc asking for meter reads, if so. Follow up with your local IT if you are unsure and would like direction.

 

General Questions

Who should I contact to fix my device?

There are certain functions on your new Xerox device that anyone can complete, when following the instructions on the unit's screen. However, there can be other circumstances when you need additional help. Below is a matrix of troubleshooting and maintenance escalation.

mycomdoc.com meter reads

Service requests can go through the IT Service Catalog and ComDoc.

How do I change the location or index for my device?

Any location changes must be approved or vetted through COPI as changing location may involve a new assessment or reassessment. Especially if another department is going to assume the monthly usage and lease charges. Please email Copier Index Change Request Form

Once it’s complete, Accounting and Procurement will receive the notice and will send the notification over to ComDoc to make the official change on their end.

How does my department request an additional Xerox device?

The process for requesting a new ComDoc Xerox printer begins with the COPI committee. Please email local IT support person and ComDoc to determine next steps.

Are waste toner cartridges/containers on auto-replenish?

Waste toner containers are not on auto-replenish. However, they are provided at no charge under the program. To place an order, call ComDoc at 1-800-321-4846. They will ask for the device’s ID number located on the front of the machine. You may also order through mycomdoc.com; further instructions on how to use the website are in its corresponding FAQ.

Please be sure to check that there are no freight charges applied to any waste container-only orders. If ordering with staples, freight will be charged.

What do I do with used waste containers?

You may discard the waste containers in normal trash.

How do I dispose of empty toner cartridges?

To discard used toner cartridges in an environmentally safe manner, printer manufacturers have created programs to reclaim or dispose these cartridges. Due to their efforts, we are recommending that each printer manufacturer’s procedure be followed. This is an easy process guided by their own steps. The quick links to these procedures can be found below; simply find your manufacturer and follow the steps laid out to return your used toner cartridges:

Where is the serial number located on my device?

On most devices, the serial number (S/N) is located on the back of the machine. However, some of the large devices have them “hidden”. If the serial is not on the back, you can find it by opening side panel “A”. The serial will be near the rear of the machine on an unmarked barcode label. Please contact copibilling@kent.edu if you need further instructions or your local IT support person.

How do I print secure documents on my ComDoc Xerox device?

All of our ComDoc Xerox devices come with an easy-to-use secure printing feature. While the exact steps vary depending on your computer’s operating system and the specific application you are printing from, either your local IT support professional or ComDoc can facilitate training on this feature.

How do I retire my non-MFD networked printer/local non-networked printer/networked or non-networked scanner or fax device?

Your local IT Support is experienced with processes for removing University technology and will be happy to assist. Contact your local IT assistant by putting in a support ticket.

How does my department go about retiring a Xerox device?

The process for retiring a ComDoc Xerox printer begins with your local IT support person. Local support will input a ticket with IT to remove the device from all systems and can also work with you and ComDoc to schedule the physical removal.

Who handles the support of personal printers?

Your local IT Support is familiar with most printing devices and can assist with support and troubleshooting. 

What should my department do if our MPS device reaches end of life?

 

When your MPS printer is no longer working there are a few options:

  • Reach out to COPI@kent.edu to request an assessment for a new Xerox device to replace your retiring MPS printer.
  • Submit a waiver request for a new departmental, non-Xerox printer.
  • Have local IT Support remove the device and continue without replacing the printer.
Who should I call with questions about our department's new printer?

For training, maintenance service or supply related questions, please contact ComDoc at 1-800-321-4846 or through mycomdoc.com. For sales-related questions, feel free to contact our ComDoc Account Executive, Luke Melrose at lmelrose@ComDoc.com or 330-776-4149

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