Camelott® Support What do you need help with?
Choose the problem below for a quick fix, start a remote support session if one of our team has asked you to connect, or send us a support request. You do not need to work through every guide before contacting us.
Office support: Monday–Friday, 09:00–17:00. For remote support, use the session link when a Camelott® technician asks you to connect.
Choose what’s wrong.
Go straight to the problem you have. Most of the quick checks take only a minute or two.
Quick fixes before you wait for an engineer.
Only try the checks that match your problem. If anything feels unsafe or the fault keeps returning, stop and contact us.
Paper jam or paper problem
Start with the machine’s screen: it normally shows the area where paper is stuck. Remove paper slowly in the direction of travel and avoid forcing rollers or internal components.
- Check the paper guides sit against the paper without bending it.
- Make sure the tray is set to the same paper size and type as the paper loaded.
- Remove curled, damp or damaged sheets.
- If the same jam repeats in the same place, stop and report the fault.
Poor print quality
If marks or lines appear on printed pages, first check whether the problem affects every document and every paper tray. Paper type, paper thickness and dirty imaging components can all affect output.
- Try a known-good sheet of standard office paper.
- Check the machine’s paper type/thickness setting matches the media.
- If the issue only appears on scans or copies, see the scanning section below.
- If the machine repeatedly produces the same defect, send us a photo of the page when reporting it.
Scanning isn’t working
First identify whether the problem affects every user or only one destination. If printing still works but scan-to-email does not, the machine itself may be online and the problem may be with email authentication or the scan destination.
- If there is a line on scans but printed pages are clean, wipe the narrow scanner glass with a clean, slightly damp cloth.
- For a missing recipient, add the address to the Toshiba address book.
- If Microsoft 365 scanning stopped after a security or MFA change, contact your IT provider or Camelott®.
- Do not disable Microsoft 365 or Entra security controls simply to make scan-to-email work.
Printer offline / IT issue
A quick way to narrow the problem down is to check whether everyone is affected. If one PC cannot print but everyone else can, the issue is likely local to that computer. If nobody can print, check the machine and network connection.
- Check the photocopier is powered on and shows no fault message.
- Try printing from a second computer if available.
- Restart the affected PC before reinstalling the driver.
- If the printer’s IP address has changed, an existing Windows print queue may point to the wrong address.
Drivers & machine-specific help.
If you know the machine model, use the relevant section below. If you are unsure, the model is normally printed on the front of the machine.
Toshiba
Common supported families on the existing support page include:
- A4: e-STUDIO 338 / 388 / 389 / 400 families
- A3: e-STUDIO 2000 / 2500 and xx05 / xx15 / xx16 / xx25 / xx27 / xx28 / xx29 families
Epson
Common supported families include Workforce 579, Workforce 878/879 and Enterprise C/M-series devices. If you need a driver or the machine is showing a service code, send the exact model and error code using the support form below.
Konica Minolta
For C-series drivers or machine-specific setup, send us the exact model and whether the computer is Windows 32-bit, Windows 64-bit or macOS. This avoids installing the wrong package.
Sindoh or another model
Send the make, model, serial number if available, computer operating system and a short description of the issue. We will point you to the correct next step.
Device monitoring software installation.
If Camelott® has sent you an agent installation link and activation key, the software allows supported devices to report information such as meter readings, device status and toner levels.
- Use an always-on computer where possible.A Windows server or PC that is normally left switched on is preferable. Ask us for the correct installer if you use macOS or Linux.
- Run the installer as Administrator.Right-click the installer and choose Run as administrator, then enter the activation key supplied by Camelott®.
- Test the connection.Complete the installation and use the server-connection test. Your firewall/network must allow the required monitoring traffic.
- Run a device scan.Check that the correct network range is being scanned and that the photocopiers are detected. Additional VLANs or individual device addresses may need adding.
- Save the settings and start the services.If the installer asks whether services should be started, choose Yes. If the agent still cannot see devices, report the issue below.
Lockdown alarm support.
If you are having a fault with a Camelott® lockdown alarm, tell us which unit is affected, whether the system still activates elsewhere and what lights/sounds the unit is showing.
Manuals & downloads.
Keep these instructions available to nominated staff. The simple guide covers everyday operation; the full technical document is for installation, configuration, testing and advanced fault-finding.
Simple Lockdown Alarm Instruction Manual
A short operational reference for staff who need to understand the normal system controls, routine checks and what to do if a fault is suspected.
Keep this guide available to nominated staff and use it alongside your site-specific handover and written lockdown procedure.
Lockdown Full Technical Manual
The full technical manual covers the underlying lockdown system in greater depth, including operation, installation, configuration, testing and technical procedures.
Your Camelott® installation may be configured differently from the generic technical documentation, so contact us before changing pairing, site codes, device programming or other installation settings.
Still not fixed? Send it straight to support.
The more detail you give us, the quicker we can usually diagnose it. Include the make/model, error code and whether the problem affects one user or everybody.
If your issue is urgent during office hours, call 03333 449497 after submitting so we can locate the request quickly.