Client support
Already with New Era? Get remote help, fix common printing problems, download drivers or log a service request.
Remote support
Let a technician connect to your computer
Only download this when one of our technicians asks you to. We only look at what's needed to sort out your printing.
- 1Call us, or wait for your technician to call you.
- 2Download and open the app your technician names below.
- 3Read out the ID and password shown on screen. You can end the session at any time.
Choose the version for your computer.
RustDesk
Free, open-source remote support app. No account needed.
Troubleshooting
Try these first
Most printing problems are fixed by one of these.
- Turn the printer off, wait 30 seconds and turn it back on.
- Check the screen for a message: paper jam, empty tray, low toner or an open door.
- Restart your computer, then try printing again.
- Make sure you're printing to the right printer, and it isn't paused or offline.
- Still stuck? Install the latest driver below, or log a service request.
Print quality problems?
Streaks, faded or missing colours, smudges, marks that repeat down the page or colours out of line. Print our diagnostic pages and send us a photo with your service request. It helps us pin down the fault faster.
- Page 1: quick check (start here)
- Pages 2–5: colour alignment, fine detail, solid areas and repeating marks
- Page 6: how to read the results
Print settings: A4, actual size / 100% (not “fit to page”), single-sided, colour, with toner-save or economy mode off.
Download diagnostic pages (PDF, 6 pages)
Service request
Need a hand? Send us the details
Tell us the printer, what's happening and the best way to reach you. For urgent problems, call 1300 639 372.