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STI Media Support
Please complete this form to request support
11
Questions
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1
Ticket Number
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2
Name
*
This field is required.
NAME (use the name as purchased or from prior service requests, if applicable)
First Name
Last Name
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3
Email
*
This field is required.
Please provide your email (preferably the email associated to your purchase or prior service requests).
example@example.com
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4
Device Location
*
This field is required.
outside USA
in USA
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5
USA Phone
*
This field is required.
Please provide your area code and phone number; preferably one that can receive text messages.
Area Code
Phone Number
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6
Intn'l Phone Number
*
This field is required.
Please enter your complete international phone number, including Country Code and all digits necessary to call from the USA; preferably one that can receive text messages.
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7
Equipment Brand
*
This field is required.
What is the equipment Brand (Make) you are requesting support for:
Datacard
Fargo
DCPrint Software
Zebra
Dell
HP
Other
Datacard
Fargo
DCPrint Software
Zebra
Dell
HP
Other
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8
Datacard Model
*
This field is required.
Which Datacard Embosser are you seeking support for:
150i
280
295
Other
150i
280
295
Other
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9
Fargo Model
*
This field is required.
Which Fargo Card Printer Model are you seeking support for:
HDP5000
HDP5000 with Lamination
HDPii
HPDii Plus
HDP5600
HDP8500
C30
C50
OTHER
HDP5000
HDP5000 with Lamination
HDPii
HPDii Plus
HDP5600
HDP8500
C30
C50
OTHER
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10
Datacard Serial Number
*
This field is required.
Enter your device serial number. This is found on the back of the power supply. We use this information to review prior service history and details which may be helpful for your support request. NOTE: The serial number is no more than 5 digits.
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11
Fargo Serial Number
*
This field is required.
Enter your device serial number. This is found on the bottom of the printer. We use this information to review prior service history and details that may be helpful in your support request.
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12
Model
Please tell us what your device model is.
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13
Serial Number
*
This field is required.
Enter your device serial number. We use this information to review prior service history (if any exists) and details that may be helpful in your support request.
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14
DCPrint Activation Key
*
This field is required.
What is your DCPrint Activation Key? Numbers only. Do NOT include dashes.
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15
Where Purchased
*
This field is required.
Did you purchase this device from us or from another source (helps us to determine if there is any warranty or service history logs for your machine in our records).
Purchased from us
Purchased elsewhere
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16
Boot / Power up
*
This field is required.
Does your device power on and boot up, even if it includes an Error Code?
Yes, it Powers up
No, it won't Power Up
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17
'Ready'
*
This field is required.
After boot up does your device LCD say 'Ready' or does it show an Error Code?'
Boots to Ready
Boots with Error
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18
LCD Error Code
*
This field is required.
Are you getting an Error Code on your device LCD at any time?
YES
NO
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19
LCD Error Code
*
This field is required.
What is the LCD Error Code you get on your device?
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20
Card Count
*
This field is required.
Enter your device current card count here OR you may skip this step and take a photo of the card count in the next step.
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21
Print Card?
*
This field is required.
Are you able to get a card to print or emboss (even if it has quality issues)?
Yes, I can print a card
No, I cannot print a card
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22
Photo of Card
Please take a clear photo of a test card output with your device that shows what the card looks like? Show the whole card (in focus).
Drag and drop files here
Select files to upload
Max. file size
: 10.6MB
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23
Physical Damage / Broken Part
Does your device have any physical damage or broken parts that you are aware of?
YES
NO
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24
Photo of Damage
*
This field is required.
Please take a photo of the damaged area or broken part
Drag and drop files here
Select files to upload
Max. file size
: 10.6MB
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25
Description
*
This field is required.
Please describe your primary problem, concern, issue or question in detail.
Huge
Large
Normal
Small
Ok
quote
Created with Sketch.
Ok
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26
Youtube
On the next step you will be asked to upload a short diagnostic video. Please review this Demo Video to demonstrate how a proper diagnostic video should be created. If submitting request for a different device, please shoot your video in a similar circumstance (show entire device during boot up, run test card, show entire device any LCD error and any card output.)
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27
Youtube
On the next step you will be asked to upload a short diagnostic video. Please review this Demo Video to demonstrate how a proper diagnostic video should be created. If submitting request for a different device, please shoot your video in a similar circumstance (show entire device during boot up, run test card, show entire device any LCD error and any card output.)
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28
Diagnostic Video
*
This field is required.
Please create and upload a diagnostic video of your device that shows the entire device while it boots up, attempts to run a test card, the result, any LCD error and any card that outputs. NOTE: This video is very important for diagnostic purposes. Please make sure it is high quality; adequate light; in focus; includes the whole device. Also please turn down background noise such as TV, Radio or background talking. The technician reviews what he sees and hears to determine the issue.
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