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FAQ’s

General

G-Five, Inc.
297-H Garlington Road
Greenville, SC 29615
 
AND
 
G-Five, Inc.
1825-A Cross Bean Drive
Charlotte, NC 28217
 

You may also see Our Locations for other ways to contact us.

A maintenance plan is put in place to cover your service calls and supply orders while you have your copier.

The model number is the number assigned by the manufacturer to identify different products.  You can find this on the front of your machine or on your invoice.  See How do I read my invoice?

You can find this on the front of your copier in red digits.

No.  However, for our contract customers, we will happily assist if your machine is down.

We are happy to assist you Monday through Friday, 8:00 am to 5:00 pm.

You can find this on your invoice.  See How do I read my invoice?

Yes.  You can attempt to clear this code by pressing CA or by turning your machine off and on.

You can clean your machine with the slit glass cleaner (green) located inside the opened doc feeder.

Place a service call with G5.

Turn your machine off and on (using the hard power switch).  If this does not solve the problem, place a service call with G5.

Check the following:

  • The power cord is securely plugged into the power filter.
  • The power filter (also know as a p-surge) is securely plugged into the wall outlet.
  • The main power button on the machine is in the “on” position.
  • The sleep button is not blinking. If it is, click that button and machine should wake up.

If the machine will still not turn on, place a Service Call with G5.

  1. Call our office at 864.675.5755 or 980.333.0155
  2. Fax to 864.675.6555 or 980.879.2624
  3. Email to MeterRequests@gfive.net
  4. Submit through the Customer Portal

Not all toner is used during the copy process and the excess goes into a waste container that needs to be dumped every so often.

Instructions are located on the box. If you need additional help, please contact G5 Helpdesk at 864.675.5755.

On most machines, you can hold down the copy function key and it will tell you your usage amount.

  • Cardstock (up to 80 lbs)
  • Laser Labels/banner paper
  • Regular copy paper

For more information, please give our G5 Helpdesk a call with questions at 864.675.5755

Yes.  However, there is always a risk in moving your machine.  G5 offers moving services and covers this risk.  Please call 864.675.5755 to inquire or make an appointment.

We clear the data history on all machines when we pick them up.

The latest tricks being used are either to offer a “free” owner’s manual for your machine model, or to pose as a G5 employee and state that the machine has requested a shipment of toner.

What to do: If you do receive a phone call and believe it to be a scam, please hang up and call G5 at 864.675.5755.  A G5 employee will be able to verify client information when presented with a machine ID number. Click here for more information.

Toner pirates are scam artists who lie or mislead unsuspecting office staff into accepting replacement toner for corporate copy machines, or who send replacement toner unsolicited, and then bill the company at exorbitant rates. They will often have information about your copier, or gather this information through tactics such as offering to send you updated manuals if you give them the model number. A toner pirate will try to make you believe they are G5 employees. The scammers may offer discount toner, or claim that the price is going to increase so they encourage you to stock up now. But they actually charge you up to 10 times the normal price! They will also target people in your business who don’t order supplies or who aren’t familiar with the office equipment.

Billing

Please view the PDF here.

We accept cash, checks (made out to G-Five, Inc.), Visa or MasterCard payments (credit card payments can be made over the phone).

Just call our Billing Department to discuss how we can set up an individualized payment plan, 864.675.5755

You may call our office to update your address or simply note the address correction at the bottom of your payment.

If you do not have your customer number or invoice number, indicate your company name and the G5 Machine ID number if possible and send your payment to:

G-Five, Inc.
297-H Garlington Road
Greenville, SC 29615

You may contact our office at 864.675.5755 and ask for the Billing Department.

Functionality

While in Image Send mode, press Original.  Press the option for 2 sided Booklet.  This will let the copier know that your original is 2 sided so the machine will scan both sides

When scanning to an email destination the file size of your document is very important.  If a scan job is too large, you may get an error at the copier, or your scan may just never come through to your email.

You can lower your file size by changing the resolution, but the setting that makes the biggest difference is your Color Mode setting.  Most copiers today are able to scan in 3 color modes: Full Color, Grayscale, and Mono2.  Grayscale and Color produce larger files and higher quality scans.  Mono2 will make a file much smaller and allow more pages to be scanned in one job.

As an example, a machine in Full Color or Grayscale mode may only let a maximum of 5 pages go through; whereas the same machine may let 100 or more pages go through in Mono2 (depending on your machine and email server settings).  Many copiers are also able to scan to USB where the size limits are less restrictive, non-existent, or limited only by the available space on your USB drive.

Typically, if your copier is telling you to “Load Paper” it is because there is a job in the queue requiring a paper size or type that the machine does not currently have.  You can go into the job queue by pressing Job Status, delete the job, and resend it with the correct paper size.  Confirm the paper size and type from your computer under the Paper tab in your printing preferences.

You can also choose Paper Select under Details from the Job Status and manually force it from the tray you would like it to print from.  However, please note that forcing this could cause the document to print incorrectly since it was not formatted for the selected paper size and / or type.

  • Log into the web interface
  • Click on Address Book
  • Click Add
  • Confirm Address Type is set to E-mail
  • Type name of user in Address Name (Required)
  • Check the box for Register this Address to be added to the [Frequent Use] index.
  • Type the full email address in E-mail Address (Required)
  • Check the box for Set as Default Used if option is available
  • Click Submit to save.
  • Log into the web interface
  • Click on Administrator Login
  • Password is admin (all lower case)
  • Click on User Control
  • Click Add
  • Type user name in  User Name (Required) field
  • Type Account code User Number (Required)
  • Click Submit to save

First, consult your Operation Manual to make sure that your machine can run labels, and confirm from which tray they need to be run.  (Generally, labels should be run from the bypass tray, but there are some exceptions.)  Then, follow the instructions on how to set up your tray.  Remember, if you are printing labels as opposed to copying labels, you will need to select the appropriate paper type in both your print driver and your copier.  Make sure you are inserting your labels in the correct orientation (face up or face down).  This will vary from machine to machine.

Supplies

No.  But you can take it to any big-box office store, and they will recycle it for you.

We sell Sharp, Kyocera, and HP supplies.

No.  We do not offer those supplies.

Yes.  We ship all supplies via UPS, and they are also available for pick-up at our office.

These are terms used to refer to various paper sizes.

  • Letter is 8.5 x 11.
  • Legal is 8.5 x 14.
  • Ledger is 11 x 17.

These are European paper sizes.  Make sure your machine and computer are set to use letter, legal, and ledger.

We recommend you purchase banner paper from Oki Data.
  • Here is the link to the Oki Data paper.  The SKU number is 52209101, and the box contains 25 sheets.
  • Click the BUY NOW button near the top right of your screen
  • Enter the number of boxes you would like to purchase, click UPDATE, then click NEXT
  • If this is your first time ordering through Oki Data, you will need to register.  Fill out the entire Register section on this page and click NEXT.  If already have a user name and password, fill out the Login section on this page and click LOGON.
  • The next screen will ask you to verify your Billing Address and Shipping Address.
  • Once you have verified both addresses, click NEXT.
  • Select the Shipping Method, and click NEXT.
  • Type in your credit card information, and click NEXT to place your order.

Customer Portal

At gfive.net

  • Click on the Customer Portal Button
  • Click the large orange Sign Up Button
  • Fill out the information requested and click Submit.
  • You will receive an email from the G5 team once your account has been activated and is ready for use.

OR

By sending an email to admin@gfive.net. You will receive an email from the G5 team once your account has been activated and is ready for use.

Once you have logged into the Customer Portal with your email address and “password” as the password, select Options from the top menu, then select Change Password. The next screen has the option to change your password to one that is unique to you. Although it will pre-populate, for verification purposes you will need to delete and re-enter your current password. Enter and confirm your new password and click Save.

Once you have logged into the customer portal at customers.gfive.net, look for the Sales Order tile and click the number next to All Orders. The next page will show all of your past Sales Orders. You may also view your most recent orders by clicking the number next to Orders (last 30 days).

Once you have logged into the customer portal at customers.gfive.net, look for the Service Call tile and you will be able to see all Pending, Scheduled, and Dispatched calls. Click the numbers next to each item to view the details.

If meters are due, they will show up in in the Meters box on your Customer Portal Homescreen beside Meters due. Click the number next to Meters due.

When meter readings are required, the status column will show Now Due for that particular machine. As you begin to enter the reading in the New Meter Reading field, a window will automatically appear. Continue entering the reading, the Total will appear red until the entire new reading is entered. Click OK to submit the reading.

If the new reading corresponds to the previous reading, you will receive and OK message that will allow you to submit. If you receive an error message after entering the new reading, double check the meter on the machine.

The user guide is an additional tool we have created for easy use of the Customer Portal.

If you are interested in this PDF guide, please email portal@gfive.net.

Permissions are set on the individual level, so for your own protection we do not offer group logins. If you need help managing users or have any questions concerning your user account, please contact us at portal@gfive.net. We will be glad to assist you.