Frequently Asked Questions

  • Copier Program contact information

    Commonly asked questions about the district's copier program are listed below. Please note, team members are available during business hours to all district employees at (913) 239-4567 or via email. If assistance is needed after business hours, call (913) 282-5229. You will need your Blue Valley Asset Tag ID number.

  • How to place a service call?

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    Please contact the imageQUEST (Xerox) team by calling (913) 239-4567 or via email for service. Team members will be available during business hours to help with any issues. Your location and imageQUEST copier ID will be required.

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  • What are customer care visits?

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    The Blue Valley Copier Program ensures that customer care visits will be made to each building on a scheduled basis every two weeks during the school year and year round in 12 month locations. During these visits, team members will check supplies on hand, machine performance, training needs and other tasks as necessary to support the district’s copier program.

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  • How do I make supply request?

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    All supplies except paper for imageQUEST (Xerox) copiers and smart laser printers are included in the district copier program. They will be ordered, stocked, managed and maintained by the support team through the customer care team. In the event that additional supplies are needed, please email the customer care team. Please be sure to include your building name, copier or smart laser printer model, location and supplies need.

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  • How do I scan from a copier?

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    Before staff can scan from a Copier, they must click the link on the District Copier Program Tab to register one or more of your cloud services accounts. Per direction from the District’s ITS Department, we will initially start with Scan to Microsoft One Drive and will soon add Scan to Google Drive.

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  • How do I request training?

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    Training can be requested by calling (913) 239-4567 or emailing the support team. Please be sure to provide your location and copier or smart laser printer model to expedite your request.

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  • What are the training resources available?

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    Detailed training is available under the resources section located within this website. If additional training is necessary the District dedicated imageQUEST customer care representatives would be glad to assist via phone, remotely at the device or set a mutually agreed upon time to coordinate a time for yourself or your team.

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  • What service is available after-hours or over the weekend?

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    The dedicated on-site staff operates from 8:00 a.m. - 5:00 p.m., Monday - Friday; If assistance is needed after business hours please, call (913) 282-5229. You will need your imageQUEST device ID to place the call and a representative on the phone will assist you. There are also multiple printing assets available in each building should one have an issues that cannot be resolved in the short term.

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  • What is a smart laser printer?

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    The District has coined the term “Smart Laser Printer” as a more sophisticated laser printer capable of facilitating Follow You Print technology and has integrated controls to assist with remote management of security and functionality.

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  • Is it better for the district if I print to a local smart printer or multifunction printer (MFP)?

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    Building or department budgets are provided monthly reports for all printing and charges for clicks or impressions to pay for the program. Smart Laser Printers are meant for small print jobs. Building and department MFP’s or Copiers are more cost effective for time sensitive mid-range jobs. Printing Services offers the lowest cost to the District and next day delivery on qualified orders. Coming soon are new Think Before You Print posters that help with making decisions on when to use smart laser printers, copiers and our Blue Valley Printing Services.

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  • When is it appropriate to call or email the ITS Helpdesk with printer or copier related questions?

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    Please contact the ITS Helpdesk only when you need the Follow You B/W or Follow You Color options installed.

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  • When should I use the Follow You Color option?

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    The Follow You Color option should only be used when you want to be billed for color prints. Any prints (even if they are only B/W pages) made when using the Follow You Color option will charge your building or department budget for Color Clicks which cost nearly 5 times what B/W clicks cost.

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  • When should I use the Follow You B/W option?

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    We recommend that you set the Follow You B/W option as your default and it should be used anytime you want to only be charged for B/W. This driver works with all imageQUEST devices in the district.

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  • What is “Follow You” printing?

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    Your print jobs are submitted to a print server or “cloud” and then pulled down when you login at any device. This keeps your print jobs from getting lost and allows you to retrieve from any copier.

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  • Can I print directly to the copier and have my jobs come out?

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    No, the District requires that all print be securely printed and must be released at a device.

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  • What is the Key Operator Program or who is the Key Operator at my building?

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    The District requires that each school Principal or District Office Department head identify a staff person or more to be designated their team’s Key Operator(s). The concept is simple, imageQUEST is challenged to make sure this person is identified in each location and to provide them additional training supports on how things work. The Key Operator(s) also become a funnel point of contact during Customer Care visits or to whom service updates will be provided. Key Operators tend to be a go to person for their staff to get basic answers and to be a partner with the imageQUEST Customer Care Team. The Key Operator program is not meant to replace what the imageQUEST Customer Care Team can offer in terms or training and support, but the partnership is essential in providing staff a quality experience.

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  • Do we still have PTA/PTO or other club usernames?

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    The same 5 digit username for PTO/PTA and other clubs as was used with the previous vendor can be used with the imageQUEST copiers. Building or department bookkeepers should have these numbers. Note they only allow these groups to make copies, not prints. If a print is needed a staff member will need to assist and then the group can make copies off of that original.

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  • How is the default quick key determined?

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    Every employee is given a default quick key based on their primary Blue Valley Human Resources position assignment in BVAPPS. However, staff can choose to charge their copies to another cost center if they share time between buildings. On the devices users can select the magnify glass icon and search for an appropriate place to charge your prints. Please note that your credentials are tied to these charges and changing the default should only be done if appropriate (i.e. the copies are for students in another building than your default).

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  • When is it okay to change the default quick key?

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    If you share time between buildings and have a need to produce materials that directly benefit or serve the students in a building outside of your default. If the copy/print job is sizeable it may warrant checking in with the building administrator prior to producing the print.

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  • Do all copiers have 3-hole punch capabilities?

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    No. However, each building has at least one copier location with 3-hole punch capabilities.  

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  • How quick can I expect a service response? When and how can I escalate a request for service?

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    On average, imageQUEST is expected to respond within 2 business hours. Business hours are 8:00 a.m. - 5:00 p.m., Monday - Friday. Keep in mind some responses will be sooner and others longer. Priority will be given to buildings/departments without a copier, a device being completely down and then other repair requests in addition to considering the order the calls are received. If you have not received a service response within 3 hours and your repair is critical, please send an email with the details. Be sure to include the imageQUEST device ID and general information about the service issue.

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  • Can I still use the copier if I forgot my badge / BVID?

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    Yes. You will have to manually type your network username and password at the copier.

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