Troubleshooting
Troubleshooting Your VCE Ink & Toner
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.
Step 1: 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 our Issue Intake Form in full.
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 2: Complete the Issue Intake Form (All Fields Required)
To move forward, please complete all fields, including a clear description of the problem
Step 3: 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)
Step 4: Submit Your Request
Once complete, email your form and all supporting images to:
VCECUSTSRVC@vadoc.virginia.gov
VCECUSTSRVC@vadoc.virginia.gov
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 Help?
If you’re unsure how to complete any part of the form, reach out to our customer service team—we’re here to help guide you through it.
*REQUIRED*
You MUST include the following images along with this form:
- Pictures of the cartridges with the labels clearly visible. For toner, this includes the VCE cartridge model label and any QR code or barcode stickers. For ink, this includes any labels on the front and back of the cartridges.
- IF ERROR MESSAGE: a clear picture of the complete error message on the printer.
- IF PRINT DEFECT: a scan or picture of an example of the described print defects.
- IF LEAK: a picture of the leaking cartridge and the leak inside the printer.
Please email all materials to VCECUSTSRVC@
vadoc.virginia.gov