Managed Printer Support at CNM

Information about support for networked printers.

To help us use our printers more efficiently and ensure that the entire printer fleet is always up and running, CNM has contracted with Staples as our Managed Printer Services provider.

Here are some of the benefits:

  • Printer supplies (toner, maintenance kits) are ordered automatically.
  • Just-in-time delivery of toner cartridges – so reducing the need to fill cabinets with spare cartridges.
  • Centralized billing for toner and maintenance – saving our departments time and money.
  • On-site support and service of all networked printers (not the Xerox copier fleet).
  • Automated reporting on printer utilization – how many pages have been printed on each device.

How you can tell if your printer is supported:

  • Printers included in this program have a special ID card with information about the Staples support program.
  • The leased Xerox fleet of copier/printer devices is NOT included.  There is a separate support contract for those systems.
  • Only network attached printers are supported – single user devices are excluded.
  • Some manufacturer’s printers and older devices cannot be supported.  If your printer does not have a Staples tag, please consult with the ITS Service Desk to discuss options.

Contact the ITS Service Desk at or 224-(HELP) 4357.

Frequently Asked Questions (FAQs):

How does this work?  How are the printer ink cartridges ordered?

Networked printers are monitored electronically by Staples.  When the toner gets below 15%, Staples automatically sends the right cartridge marked with the printer’s serial number.  ITS logistics delivers the cartridge to the department administrative coordinator.

Pages are not printing darkly enough. Should I remove the toner cartridge and shake it?

No, do not remove the toner cartridge unless you are replacing it. If your prints are not dark enough, contact the service desk. or 224-(HELP) 4357

Who installs the cartridges?

Generally, the department administrative coordinator or their designee installs the ink cartridges, but CNM's ITS techs or Staples tech support can be used when necessary.  The CNM Service Desk contacts Staples when their assistance is needed.

How do we recycle empty cartridges? 

Contact the ITS Service Desk to schedule a pickup for your empty toner cartridges.

What do we do with supplies already in stock?

ITS is working on a plan to inventory and reuse existing supplies. Please watch this space and News Link for updated information.

What if a service/maintenance kit is required?

When Staples detects the need for a maintenance kit, a Staples tech is dispatched to install the kit and verify that the printer is working properly.

How are printers repaired?

Report printer problems to the ITS Service Desk - or 224-(HELP) 4357 and include the Staples Tag number.  The Service Desk relays the information to Staples who will dispatch a tech to repair the unit.  All costs, including printer replacement, are covered under the contract.

What if a printer reaches the end of its life or a replacement is needed?

If a department would like to upgrade a printer or replace it, please contact the ITS Service Desk for printer recommendations.  Replacement printers are paid for by each department.

What if my printer does not have a Staples tag?

Staples support is not available for these reasons.

  • The printer is a Xerox Leased printer. XEROX multi-purpose devices are covered by a separate contract and are not supported by Staples. For issues with the Xerox printer/copiers, please contact Xerox directly at 1-800-821-2797.
  • The printer is not connected to the network. Staples supported printers must be connected to the network. If you have a printer directly connected to your desktop computer and would like to find out if it can be added to the network and Staples contract, please contact the ITS Service Desk - or 224-(HELP) 4357
  • The printer is no longer supported by the manufacturer. Supplies and parts are difficult to find for older printers. To continue using them, follow your existing procedure for parts/supplies replacement or contact the ITS Service Desk to replace the printer.

What about the Xerox Copier Fleet?

The Xerox Leased Copier Fleet are supported by Xerox as a part of the lease arrangement.  For issues with the Xerox copiers, please contact Xerox at 1-800-821-2797.

How do I determine what printer will be supported by Staples before ordering one?

Please contact the ITS Service Desk to request assistance with selecting a printer that will meet your needs (speed, color, sorting, stapling, etc.) and is supported by Staples.

For more information, please contact the ITS Service Desk at or 224-(HELP) 4357.  

You can also see more information about CNM’s printer fleet at the time the contract was awarded (Spring 2018).