Printer Genie
Extended Support
Extended Support
Regular price
£65.00 GBP
Regular price
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£65.00 GBP
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Remote Printer Support — Extended Session (Up to 1 Hour)
For Stubborn Printer Faults, Complex Setups, and Networked Office EnvironmentsUp to one full hour of dedicated remote printer support from an experienced engineer — for faults that need proper time to work through properly.
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Is This the Right Session for You?
| You've already tried fixing it yourselfStandard troubleshooting hasn't worked. You've restarted the printer, reinstalled the driver, cleared the jam — and it's still broken. This session gives you a proper engineer working through it methodically. | You need network and scanning both sortedWhen the printer needs to be back on the network AND scan to email needs reconfiguring, that's two layers of work. 30 minutes isn't enough — this session is. |
| You have a networked office printer used by multiple peopleNetwork printers shared across multiple users, static IP setup, print server configuration, or Active Directory integration take more time to get right. This session is sized for that. | You have a high-end MFP — Ricoh, Kyocera, Xerox, Konica MinoltaProfessional MFPs have more configuration layers than desktop printers. Scan workflows, address books, LDAP settings, and security certificates take time. This session covers it properly. |
| Your printer fault has multiple symptomsNot just offline — offline AND jams AND the scan isn't working. Multiple symptoms sometimes share a single root cause, but untangling them takes time. This session gives us that time. | Not sure which session you need?If you're dealing with a single fault on a standard office or home printer, our Standard session at £35 + VAT is probably the right choice. The Extended session is for complexity and persistence. |
What We Cover in an Extended Session
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Network connectivity — full diagnosis IP addressing, DHCP vs static, port configuration, Windows TCP/IP port setup, router firewall rules, printer web interface access, WSD and IPP configuration. |
Scan to email — full reconfiguration SMTP settings, port 587 / 465 configuration, Microsoft 365 SMTP relay setup, TLS/SSL settings, authentication, test scan walkthrough to confirm working. |
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Scan to folder — SMB and FTP setup Network folder path, SMB protocol, username and password configuration, permission troubleshooting on the server or PC side, FTP scan setup if applicable. |
Print quality — full investigation Test print analysis, cartridge vs drum vs fuser fault identification, calibration and density settings, cleaning cycle runs, colour profile resets. |
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Paper feed faults — thorough diagnosis Error log review, feed error pattern analysis, identification of worn components, tray-specific vs all-tray diagnosis, duplex feed fault investigation. |
Driver and software — clean reinstall guidance Full driver removal, correct driver identification, installation method, port setup, print queue rebuild, test print confirmation. |
How It Works
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Purchase the session
One-off payment. No subscription or commitment beyond this session.
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Tell us about the fault
After purchase you'll get instructions by email. The more detail you give us about your printer and the fault, the better we can prepare.
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We work through it properly
Up to an hour with a printer engineer. We don't rush, we don't guess, and we tell you honestly if something needs a physical repair.
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Session Details
| Session length | Up to 60 minutes |
| What's included | Advanced troubleshooting, network and scan setup support, driver diagnosis, fault investigation — full scope within the hour |
| Best for | Complex faults, networked office printers, professional MFPs, persistent issues that standard troubleshooting hasn't fixed |
| Response time | Standard business hours — typically same or next working day |
| Location | Remote — UK-wide. No engineer visit required. |
| Price | £65 + VAT — one-off payment, no subscription |
Frequently Asked Questions
My scan to email stopped working after we moved to Microsoft 365 — can you sort that in this session?
Yes — this is one of the most common issues we deal with and the Extended session is exactly right for it. Moving to Microsoft 365 typically means your old SMTP relay settings no longer work. We configure the correct SMTP relay connector settings in your printer's web interface, test the connection, and confirm scanning is working before we finish. We'll also check your scan to folder settings at the same time if needed.
We have a Ricoh / Kyocera / Xerox MFP and it's never been set up properly — is this session right for that?
Yes — professional MFPs have significantly more configuration options than standard desktop printers and benefit from the Extended session. We can work through network setup, scan workflow configuration, address book setup, and any security or authentication settings your environment requires.
I'm not sure if the Standard or Extended session is right — how do I choose?
If it's a single, identifiable fault — offline, jamming, quality, scan — the Standard session at £35 + VAT is the right starting point. If you have multiple issues, a networked office setup, a professional MFP, or you've already tried standard fixes without success, the Extended session gives you the time to work through it properly. If you're still not sure, contact us before purchasing and we'll advise.
What if the fault can't be fixed remotely?
If the fault requires a physical repair — which is more common with internal mechanical failures — we'll tell you clearly within the session, explain what needs doing, and give you your options. We don't string sessions out. If it needs hands-on work we'll say so, and we can advise on the most cost-effective next step whether that's a part, a repair, or a replacement.
Is there an option if I need help urgently today?
Yes — our Priority Support session at £95 + VAT includes same-day business response, a phone callback if needed, and evening support availability. If the printer going down means your business can't operate, Priority is the right option.
