Product A/S Case Report
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Basic Info
Issue tracking & product identification
Issue ID
*
Auto-generated tracking ID
Reported Date
*
Date your company received the feedback
Model
*
Product model number
Serial Number
*
Provide Serial number or PI number
Affected Quantity
*
Batch issue or specific number
Batch Issue
Specific Number
Is New Out-of-Box (DOA)?
*
Was it dead on arrival?
Yes
No
Usage Period (Months)
*
How many months has it been used by the end user?
Field Industry
End user's industry type
-- Optional --
Warehouse
Production Line
Food Packaging
Retail
Logistics
Healthcare
Manufacturing
Other (please specify)
Contact Information
*
So we can follow up with you (WhatsApp number, Teams ID, Email, WeChat ID, etc.)
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Failure Details
Symptoms, frequency & relevant context
Failure Frequency
*
How often does the issue occur?
-- Select --
Always / Every time - 100% reproducible
Intermittent - Sometimes works, sometimes fails
After specific event - After power cycle / idle / battery drain
Started recently - Was working before
Symptom Category
*
What is the main symptom?
-- Select --
Can't power on
Can't be charged
Adapter no power
Adapter malfunction
Blurry / Faded Print
Missing Lines in Print
Print Misalignment
Printhead burned
Paper sensor malfunction
Can't calibrate
Can't feed paper
Noisy while feeding
Media sticks to ribbon
No cuts
Cutter jammed
Cutter malfunction
Interface recognition failure
Chips burned
Cover status error
Case broken
Ribbon status error
No idea / Unclear
Failure Operation
Describe step-by-step what the user did when the issue occurred.
Relevant Software (if any)
App / POS / printing software name & version
Operating System (if any)
Windows / macOS / Linux / Android / iOS
-- Optional --
Windows 7
Windows 8
Windows 10
Windows 11
macOS
Linux
Android
iOS
Other
Emulation (if any)
Printer language emulation mode
-- Optional --
No idea
ESC/POS
TSPL
ZPL
CPCL
EPL
DPL
Firmware Version (if any)
Get from self-test page or fill in PI No.
LEDs Status (if any)
LED name, color, status (blinking or solid)
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Competitor's Info (if any)
Tell us about the previous printer you used
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Competitor Brand
Competitor Model
Competitor Firmware Version
Competitor Emulation (if known)
-- Optional --
TSPL
ZPL
ESC/POS
CPCL
EPL
DPL
No idea
Additional Notes on Competitor
Any extra details: usage duration, why switching, performance comparison, etc.
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Extra Media Info
Optional - only needed for print quality / media-related issues
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Paper Type
-- Optional --
Thermal
Thermal Transfer
Direct Thermal
Continuous
Die-cut Labels
Fanfold
Other
Paper Specs (W x L)
Ribbon Brand/Type
Print Density Setting
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Attachment Links
Paste shareable download links for self-test pages, samples & videos
Self-test / Print Sample Photo Link(s)
Upload photos to a cloud drive and paste the shareable links (one per line)
Malfunction Video Link(s)
Upload videos to a cloud drive and paste the shareable download links (one per line)
Submit Case