Troubleshooting Steps

Let’s get your printer (and your day) back on track.

At Virginia Correctional Enterprises, we know that when a printer issue pops up, it’s rarely convenient—and usually happens right when you need that document now. The good news: most issues can be resolved quickly once we have the right information.

Note: Before You Do Anything Else…

If you’re experiencing an issue with a VCE cartridge—whether it’s an error message, print quality concern, or something more dramatic (looking at you, leaks)—please complete the following steps:

This isn’t just paperwork for the sake of paperwork. It’s how we:

• Accurately diagnose the issue
• Determine eligibility for replacement or support
• Reduce back-and-forth emails (everyone’s favorite time-saver)
• Ensure compliance with state procurement and support processes

Step 1: Send an email to VCECUSTSRVC@vadoc.virginia.gov, and be sure to include your VCE Purchase Order Number. Title the email as “Ink Issues – PO# [    ]”

To move forward, please complete all steps, including adding a clear description of the problem.

Step 2: Attach Required Photos (Yes—All of Them)

Submissions without required images will delay processing. Please include:

• Cartridge photos with all labels visible (including barcodes/QR codes)
• Error message image (if applicable)
• Print defect sample (scan or photo)
• Leak evidence (cartridge and inside of printer, if applicable)

Why This Matters

Providing complete and accurate information upfront allows VCE to:

• Expedite troubleshooting and resolution
• Minimize operational disruption for your agency or institution
• Maintain accountability across state-supported procurement programs

Or put simply: the more detail you provide, the faster we can help.

Need Additional Help?

If you’re unsure how to complete the e-mail, please reach out to our customer service team—we’re here to help guide you through it - (800) 823-2823.