Markem-Imaje Troubleshooting:
Reduce unpredictable downtime, cut installation and maintenance time
Markem-Imaje troubleshooting service supports manufacturers worldwide to reduce downtime and cut installation and maintenance time through a portfolio of services and a network of technical experts.
We invest heavily in the continuous development of modern services solutions that support our customers’ journey through operational challenges, quality management, efficiency improvement and digitalization.
Our services guarantee a unique experience through strong collaboration, excellent service delivery, and a robust, accurate and connected offer.
Markem-Imaje Virtual Assistant
Is your printer having unexpected technical issues? Meet your virtual assistant that will support you anywhere, anytime.
Our virtual assistant drastically reduces downtime by empowering you to resolve printer issues by yourself. This is neatly achieved via a step-by-step guide, which is easily followed and results in operations resuming swiftly. We’ve got your back when the unpredictable happens.
| Basic | Plus | ||
 | Troubleshooting guides for printers and CoLOS ® software | Limited | ✔ |
 | User manual, safety manual, and other documentation | ✔ | ✔ |
| CoLOS instructions for setup, installation, connectivity, and job aids | ✔ | ✔ |
| Video library | Limited | ✔ |
 | Help Desk telephone support | - | ✔ |
| Live chat | 8/5 | 24/7 |
| Help Desk call back option | ✔ | ✔ |
| Remote Video Support | - | ✔ |
QR codes on the printers, quick and easy access to troubleshooting guides
Markem-Imaje helps you to reduce printer downtime with unique QR codes generated dynamically by the firmware of our different printer technologies and models. When scanning the code the operator is provided:
- Identification of the coding hardware fault
- Quick entry into the Virtual Assistant
- And the correct troubleshooting step(s) for resolution
This patent-pending innovation is designed to enhance troubleshooting efficiency and reduce potential downtime and is incorporated in our most popular printer models.
Appreciate the quick response and help!
Chocolate and Sugar Confectionery Company
Assistance was very helpful and knowledgeable.
Baking Products Company
The information given was perfect.
Paper Products Company
Good knowledge and query resolved in time.
Mineral Water Company
Really very helpful application.
Mineral Water Company
Very effective tool to resolve breakdown issues.
Agriculture Company
It can't be any better. Thank you!
Pet Food Products Company
The customer service reply is very prompt.
Electrical & Electronic Components Company
Very good service, congratulations to the team!
Logistics Company
Explore our troubleshooting remote services
Want peace of mind across your Markem-Imaje printer fleet? Introducing Markem-Imaje's Connected Printer Services.
Unexpected technical problem? Recover quickly thanks to our Helpdesk experts and Remote Video Support tool.
Streamline daily coding operations and drive continuous improvement with our Connected Printer Services. Powered by an IoT platform, this range of self-support and helpdesk printer services provides real-time visibility and printer alerts for increased self-sufficiency and automated risk monitoring, wherever you are… 24/7.*
Access live Helpdesk guidance and troubleshoot together in real-time with Remote Video Support. Recover quickly from unexpected issues without the need for a field service engineer onsite—drastically reducing downtime, decreasing waste and saving costs.
*Based on printer model and local availability
Looking for training programs?
At Markem-Imaje, we are with you every step of the way, with service offers from initial design to project start-up and on-going use.
Our training program offers support across the life cycle of your solution and can be done either on-site or remotely through our dedicated training teams and library of advanced and interactive e-learning tools.
| Training services | Basic operator training | Advanced operator training | Technical team training |
| Operate | Included | Included | Included |
Maintain | Included | Included | Included |
| Basic fault finding | Included | Included | Included |
| Basic repairs | Included | Included | |
| Spare parts replacement | Included |
Do you need help with installation?
Markem-Imaje offers installation packages for all its technologies, tailored to your needs and your environment, consult your Account Manager for information.
