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MULTIFUNCTIONAL DIGITAL SYSTEMS
Troubleshooting Guide
©2011 - 2013 TOSHIBA TEC CORPORATION All rights reserved
Under the copyright laws, this manual cannot be reproduced in any form without prior written permission of TTEC.
Preface
Thank you for purchasing TOSHIBA Multifunctional Digital Systems. This manual describes how to troubleshoot the problems that could occur while you are using the equipment. Keep this manual within easy reach, and use it to configure an environment that makes the best use of the e-STUDIO’s functions.
This equipment provides the scanning/printing function as an option. However, this optional scanning/printing function is already installed in some models.
How to read this manual
Symbols in this manual
In this manual, some important items are described with the symbols shown below. Be sure to read these items before using this equipment.
Indicates a potentially hazardous situation which, if not avoided, could result in death, serious injury, or serious damage, or fire in the equipment or surrounding objects.
Indicates a potentially hazardous situation which, if not avoided, may result in minor or moderate injury, partial damage to the equipment or surrounding objects, or loss of data.
Indicates information to which you should pay attention when operating the equipment.
Other than the above, this manual also describes information that may be useful for the operation of this equipment with the following signage:
Describes handy information that is useful to know when operating the equipment.
Pages describing items related to what you are currently doing. See these pages as required.
Screens
y Screens on this manual may differ from the actual ones depending on how the equipment is used, such as the status of the installed options.
y The illustration screens used in this manual are for paper in the A/B format. If you use paper in the LT format, the display or the order of buttons in the illustrations may differ from that of your equipment.
Trademarks
y The official name of Windows XP is Microsoft Windows XP Operating System.
y The official name of Windows Vista is Microsoft Windows Vista Operating System.
y The official name of Windows 7 is Microsoft Windows 7 Operating System.
y The official name of Windows 8 is Microsoft Windows 8 Operating System.
y The official name of Windows Server 2003 is Microsoft Windows Server 2003 Operating System.
y
The official name of Windows Server 2008 is Microsoft Windows Server 2008 Operating System.
y The official name of Windows Server 2012 is Microsoft Windows Server 2012 Operating System.
y Microsoft, Windows, Windows NT, and the brand names and product names of other Microsoft products are trademarks of Microsoft Corporation in the US and other countries.
y Apple, AppleTalk, Macintosh, Mac, Mac OS, Safari and TrueType are trademarks of Apple Inc. in the US and other countries.
y
Adobe, Acrobat, Reader, and PostScript are trademarks of Adobe Systems Incorporated.
y Mozilla, Firefox and the Firefox logo are trademarks or registered trademarks of Mozilla Foundation in the U.S. and other countries.
y IBM, AT and AIX are trademarks of International Business Machines Corporation.
y NOVELL, NetWare, and NDS are trademarks of Novell, Inc.
y TopAccess is a trademark of Toshiba Tec Corporation.
y
Other company names and product names in this manual are the trademarks of their respective companies.
Preface 1
CONTENTS
Chapter 1 TROUBLESHOOTING FOR THE HARDWARE
Paper misfeed in the Reversing Automatic Document Feeder (Lower) .............................. 15
Paper misfeed in the Reversing Automatic Document Feeder (Upper) .............................. 16
Chapter 2 TROUBLESHOOTING FOR COPYING
Chapter 3 TROUBLESHOOTING FOR PRINTING
CONTENTS 3
Chapter 4 TROUBLESHOOTING FOR SCANNING
Chapter 5 TROUBLESHOOTING FOR e-Filing
Chapter 6 TROUBLESHOOTING FOR NETWORK CONNECTIONS
Network shutdown occurs or touch panel disabled after LDAP search............................... 73
Raw TCP or LPR print in a Windows operating system environment ................................. 74
Chapter 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess
4 CONTENTS
Chapter 8 WHEN SOMETHING IS WRONG WITH THE EQUIPMENT
CONTENTS 5
6 CONTENTS
1.
TROUBLESHOOTING FOR THE
HARDWARE
This chapter describes how to troubleshoot problems with paper, toner and other finishing processes.
This chapter also describes how to supply the paper, toner and staples.
1 TROUBLESHOOTING FOR THE HARDWARE
When This Screen Is Displayed
Various screens are displayed on the touch panel depending on the state of the equipment. This section describes how to solve problems with some of the screen examples.
Screen Description / Remedy
A message appears on the upper part of the screen to notify users of a problem, etc. For the major examples, see the following pages.
P.10 “Messages Displayed on the
The original or copy paper is misfed.
Remove it following the guidance on the touch panel.
P.13 “Clearing a Paper Misfeed”
A cover is open. Check which cover on the touch panel and then close it securely.
8 When This Screen Is Displayed
Screen
1 TROUBLESHOOTING FOR THE HARDWARE
Description / Remedy
Toner has run out. Replace the new toner cartridge.
P.40 “Replacing a Toner Cartridge”
The equipment requires adjusting by a service technician.
Contact your service representative with the error code displayed on the right side of the touch panel.
Never attempt to repair, disassemble or modify the equipment by yourself.
You could cause a fire or get an electric shock.
Always contact your service representative for maintenance or repair of the internal parts of the equipment.
When This Screen Is Displayed 9
1 TROUBLESHOOTING FOR THE HARDWARE
Messages Displayed on the Touch Panel
A message appears on the upper part of the screen to notify users of a problem, etc. The major examples of problems and how to solve them are described in the table below.
Message
Close *** cover.
Misfeed in ***
Check paper size setting on control panel for drawer N. Check the direction or size of the paper.
Wait (Performing Self-check)
Check the original and set it again
Change direction of original
Change from this mode
Count over, cannot store anymore
READY (SADDLE STITCH TRAY
FULL)
READY (CHECK SADDLE STITCH
STAPLER)
READY (CHECK SADDLE STITCH
STAPLER)
READY (CHECK STAPLER)
READY (CHECK STAPLER)
READY (HOLE PUNCH DUST BIN IS
FULL)
READY (FINISHER FULL)
READY (INNER TRAY FULL)
Cannot copy
Check DEPARTMENT COUNTER
Add paper
Problem Description
The cover indicated by *** is open.
Paper misfeed has occurred inside the equipment.
Paper misfeed has occurred because of the mismatch between the paper size placed in drawer N and the size registered for the drawer N in the equipment.
The equipment is undergoing maintenance to keep its imaging quality.
The original is misfed inside of the
Reversing Automatic Document
Feeder.
The direction or the size of the original placed on the Reversing
Automatic Document Feeder is incorrect.
The orientation of the original placed on the original glass is incorrect.
The number of originals to be scanned has exceeded the limit specified with the department or user code during scanning.
The saddle stitch tray of the finisher is full of paper.
Staple jam has occurred in the stapler of the saddle stitch unit.
No staples are left in the stapler of the saddle stitch unit.
Staple jam has occurred in the stapler of the finisher.
No staples are left in the stapler of the finisher.
Hole punch dust bin is full of paper punchings.
The receiving tray of the finisher is full of paper.
The exit tray of the equipment is full of paper.
The number of originals to be scanned has exceeded the limit specified with the department code during scanning.
No paper is left in a drawer or on the bypass tray.
Corrective Action
Check the cover on the touch panel and close it.
Remove the misfed paper following the guidance displayed on the touch panel.
P.13 “Clearing a Paper Misfeed”
Just removing the misfed paper does not prevent another paper from being misfed. Be sure to correctly register the paper size in the equipment.
P.29 “Clearing paper misfeeds caused by a wrong paper size setting”
Wait until the adjustment is completed and the message disappears.
Remove the misfed original following the guidance on the touch panel.
P.15 “Paper misfeed in the Reversing Automatic
Check the direction and the size of the original and then replace it on the Reversing Automatic Document
Feeder. Then reattempt the operation.
Change the orientation of the original by 90 degrees and place it on the original glass.
Ask your administrator for details of setting the limit for the number of copies.
Remove the paper from the saddle stitch tray of the finisher.
Remove the jammed staples.
P.37 “Staple jam in the saddle stitch unit”
Refill the staples.
P.48 “Refilling saddle stitch unit staples”
Remove the jammed staples.
Refill the staples.
Remove the paper punchings.
P.50 “Cleaning the Hole Punch Dust Bin”
Remove the paper from the receiving tray of the finisher.
Remove the paper from the exit tray of the equipment.
Ask your administrator for details of setting the limit for the number of copies.
Set paper in the drawer or on the bypass tray. The touch panel indicates which drawer (or the bypass tray) has no paper.
To set paper, refer to the Copying Guide.
10 Messages Displayed on the Touch Panel
1 TROUBLESHOOTING FOR THE HARDWARE
Message
Call for service
Problem Description
The equipment requires adjusting by a service technician.
Corrective Action
Contact your service representative with the error code displayed on the right side of the touch panel.
Never attempt to repair, disassemble or modify the equipment by yourself.
You could cause a fire or get an electric shock.
Always contact your service representative for maintenance or repair of the internal parts of the equipment.
Examine stapler in the Saddle Stitch unit
Check staple cartridge in the Saddle
Stitch unit
Check staple cartridge
Examine Stapler
Time for periodic maintenance
POWER FAILURE
ERASING DATA
Check paper size setting on control panel for Bypass. Check the direction or size of the paper.
Set the paper on the bypass tray again.
Check the direction or size of the paper on the bypass tray and press
START
Reboot the machine
Staple jam has occurred in the stapler of the saddle stitch unit.
No staples are left in the stapler of the saddle stitch unit.
No staples are left in the stapler of the finisher.
Staple jam has occurred in the stapler of the finisher.
Saving energy - press START button.
The equipment has entered into the energy saving mode since it has not
CHANGE DRAWER TO CORRECT
PAPER SIZE been used for a certain time.
No paper suitable for the original is set.
The size of the original is not detected correctly because the original is sent from the Reversing Automatic
Document Feeder at a skew.
Remove the jammed staples.
P.37 “Staple jam in the saddle stitch unit”
Refill the staples.
Refill the staples.
Remove the jammed staples.
Press any of the [START], [COPY], [e-FILING],
[SCAN], [PRINT], [FAX] and [ENERGY SAVER] buttons to clear the energy saving mode.
Place the suitable size paper for the original in the drawer.
Replace the original while aligning the side guides of the Reversing Automatic Document Feeder to its width so that it will be placed straight.
If you do not want the equipment strictly to distinguish
A4 and LT, or A3 and LD at the scanning of the original, contact your service technician or service representative.
Contact your service representative for maintenance.
The equipment requires inspection and maintenance by a service technician.
A job was interrupted by a power failure or some other reason.
The Data Overwrite Enabler is clearing the data.
Paper misfeed has occurred because of a mismatch between the paper size placed in the bypass tray and the size registered for the bypass tray in the equipment.
The paper placed on the bypass tray misfed.
The direction or the size of the paper placed on the bypass tray is incorrect.
The side guides of the bypass tray do not fit the paper length.
An error has occurred in the equipment and it stopped normal operation.
The print or fax job may be incomplete. Press [JOB
STATUS] to check whether any jobs are unfinished.
To clear the messages, press the [FUNCTION
CLEAR] button twice.
This message is displayed if the Data Overwrite
Enabler (optional) is installed. You can operate the equipment while the message is displayed.
Register the paper size correctly. Just removing the misfed paper does not prevent another paper from being misfed.
P.29 “Clearing paper misfeeds caused by a wrong paper size setting”
Remove the misfed paper and set the paper again.
Check the direction and the size of the paper and then replace it on the bypass tray.
Align the side guides of the bypass tray to the paper length.
Rebooting the equipment may correct the error: Press the [ACCESS] and [POWER] buttons on the control panel simultaneously until a “pip” sound is heard to turn the power OFF, and then turn it back ON with the
[POWER] button.
Messages Displayed on the Touch Panel 11
1 TROUBLESHOOTING FOR THE HARDWARE
Message
Toner near Empty
Problem Description
Toner is running out.
Corrective Action
Some toner is still left in the toner cartridge while this message is displayed. You do not have to replace the toner cartridge yet.
Prepare a new toner cartridge.
Open the toner cover
Install new toner cartridge
Please Empty Hole Punch Waste
DEPARTMENT Quota exceeded.
Contact the Administrator.
Not enough Work Space to store originals
Will you print out stored originals?
USER Quota exceeded.
Contact the Administrator.
USER and DEPARTMENT Quota exceeded.
Contact the Administrator.
The number of originals exceeds the limits.
The scanned data are deleted.
The number of originals exceeds the limits.
Will you copy stored originals?
No toner is left.
The Hole Punch Unit dust bin is full.
The copying, printing or scanning quota to the department has reached
“0”.
Internal memory available ran out while scanning.
To print out the data for the originals stored (scanned) until the message appeared, press [YES] on the touch panel. To delete the stored data, press [NO].
For details of setting the quota, ask your administrator.
The copying, printing or scanning quota to the user has reached “0”.
The copying, printing or scanning quota to the user and department has reached “0”.
The number of originals to be scanned has exceeded the limit of
2000 sheets during scanning. (The magazine sort or page number function is used.)
The number of originals to be scanned has exceeded the limit of
2000 sheets during scanning.
y Replace the toner cartridge after the toner has completely run out. [Install new toner cartridge] is displayed at that time.
y If you replace a toner cartridge with a new one while some toner is still left, make sure to clear the counter. This is necessary for the equipment to display the next “Toner near
Empty” message at the proper time. For the procedure, see below.
P.43 “Replacing a “Near Empty” toner cartridge”
Open the toner cover and replace the toner cartridge with a new one.
(About another 2000 copies can be made after this message appears. The number varies depending on the conditions of copying.)
P.40 “Replacing a Toner Cartridge”
Remove the paper punchings.
P.50 “Cleaning the Hole Punch Dust Bin”
For details of setting the quota, ask your administrator.
For details of setting the quota, ask your administrator.
Reduce the number of originals to be scanned, and try again.
To print out the data for the originals stored (scanned) until the message appeared, press [YES] on the touch panel. To delete the stored data, press [NO].
Error Codes
The error codes indicating the status of the equipment may appear on the touch panel. You can find the listings of these error codes in Chapter 7.
12 Messages Displayed on the Touch Panel
1 TROUBLESHOOTING FOR THE HARDWARE
Clearing a Paper Misfeed
Locating a paper misfeed
The equipment stops copying when the original or copy paper is misfed. Paper misfeeds are notified on the touch panel as follows:
Error code
Error message
Guidance for clearing paper misfeeds
Paper misfeed symbols
The paper misfeed symbol helps you locate the paper misfeed.
1 2 3 4 5 6 7
13 12 11 10 9 8
1. Finisher (optional) ( P.20) or Hole Punch Unit (optional) ( P.20)
2. Inserter (optional) ( P.20)
3. Reversing Automatic Document Feeder (lower) ( P.15)
4. Reversing Automatic Document Feeder (upper) ( P.16)
5. Inside of the equipment (paper exit area) ( P.25)
6. Inside of the equipment (paper transport area) ( P.25)
8. External Large Capacity Feeder (optional) ( P.19)
9. Inside of the equipment (paper feed area) ( P.25)
10. Inside of the equipment (duplexing unit area) ( P.25)
11. Drawers ( P.17)or tandem large capacity feeder ( P.18)
12. Inside of the equipment (reversing area) ( P.25)
13. Saddle stitch unit (optional) ( P.20)
The picture of the hardware device shown on the touch panel differs depending on the finisher options installed.
Clearing a Paper Misfeed 13
1 TROUBLESHOOTING FOR THE HARDWARE
Clearing a paper misfeed
Remove paper misfed inside the equipment after you have cleared all other misfeeds. If you fail to clear all other misfeeds first, the misfed paper may be torn and left inside the equipment.
1
Clear the paper misfeed
Clear the paper misfeed following the guidance shown on the touch panel. Press or to scroll the pages.
2
After clearing the misfeed, close all the opened covers.
The equipment starts the warm-up. Follow the guidance on the touch panel.
Tips on removing the misfed paper
Note the following points in removing the misfed paper.
Remove paper misfed inside the equipment after you have cleared all other misfeeds.
If you fail to clear all other misfeeds first, the misfed paper may be torn and left inside the equipment. Remove paper misfed inside the equipment after you have cleared all other misfeeds.
Remove the misfed paper carefully so as not to tear it.
To avoid tearing the misfed paper, remove the paper slowly with both hands. Using force may tear the paper, making it more difficult to remove. See also that no pieces of torn paper are left inside the equipment.
When the paper misfeed sign remains after removing the misfed paper;
Depending on the timing of the occurrence, no misfed paper may be found where the paper misfeed sign indicates. If the sign does not disappear after you have removed the misfed paper, follow the steps as instructed on the touch panel.
Do not touch the fuser unit or the metal portion around it.
Do not touch the fuser unit or the metal portion around it when removing the paper misfed inside the equipment. This could burn you or the shock could cause you to get your hand injured in the machine.
14 Clearing a Paper Misfeed
1.TROUBLESHOOTING FOR THE HARDWARE
Do not touch the transfer belt.
Do not touch the transfer belt when removing the paper misfed inside the equipment. Doing so may cause damage on the equipment or result in a poor output.
1 TROUBLESHOOTING FOR THE HARDWARE
If paper misfeeds occur frequently
The following are the common causes of paper misfeeds. If the problem persists, check for the following situations.
y An unsuitable original is placed on the Reversing Automatic Document Feeder.
y Unavailable paper with the equipment is used.
y
Paper sizes are not consistent between the size in a drawer or the bypass tray and the size registered in the equipment.
y All the misfed paper has not been removed.
y There is too little or too much of a gap between the paper and the side guide in the drawer.
y The amount of paper placed in a drawer exceeds the limit indicated on the side guide of the drawer.
Paper misfeed in the Reversing Automatic Document Feeder (Lower)
1
Open the Reversing Automatic Document Feeder.
2
Open the reverse cover by pushing the green lever and remove the original.
3
Push the green portion and close the reverse cover.
Clearing a Paper Misfeed 15
1 TROUBLESHOOTING FOR THE HARDWARE
4
Close the Reversing Automatic Document Feeder.
Paper misfeed in the Reversing Automatic Document Feeder (Upper)
1
Raise the lever and open the upper cover.
2
1
2
Remove the original.
3
Turn the inner green dial and remove the misfed original.
4
Open the transport guide by raising the green lever and remove the original.
2
1
16 Clearing a Paper Misfeed
1.TROUBLESHOOTING FOR THE HARDWARE
5
Close the transport guide.
6
Raise the original feeder tray, and remove the original under the guide plate.
1 TROUBLESHOOTING FOR THE HARDWARE
1
2
7
Lower the original feeder tray.
8
Close the upper cover.
Paper misfeed in the drawers
1
Open the paper source drawer, and remove the misfed paper.
2
Check that the guide width is correct, there is no folded/curled paper or overloading, and then close the drawer.
Be sure that the height of the stacked paper does not exceed the line indicated inside of the side guides.
1
2
Clearing a Paper Misfeed 17
1 TROUBLESHOOTING FOR THE HARDWARE
Paper misfeed in the drawer of the tandem large capacity feeder
1
Open the drawer of the tandem large capacity feeder, and remove the misfed paper.
2
1
2
Check that there is no folded/curled paper or overloading, and then close the drawer of the tandem large capacity feeder.
Be sure that the height of the stacked paper does not exceed the line indicated inside of the side guides.
Paper misfeed in the bypass tray
1
Pull out the paper misfed on the bypass tray and place it again.
If a sheet of paper is stained, folded or torn, replace it with a new one.
18 Clearing a Paper Misfeed
1 TROUBLESHOOTING FOR THE HARDWARE
1.TROUBLESHOOTING FOR THE HARDWARE
Paper misfeed in the External Large Capacity Feeder (optional)
Be careful not to let your fingers be caught between the equipment and the External Large Capacity Feeder.
1
Operate the lever on the External Large Capacity
Feeder (optional) and separate it from the equipment.
2
Remove the misfed paper by turning the green dial.
3
Remove the misfed paper from the equipment.
4
Pull out the drawer of the Large Capacity Feeder and remove the misfed paper.
22
11
Clearing a Paper Misfeed 19
1 TROUBLESHOOTING FOR THE HARDWARE
5
Check that there is no folded/curled paper or overloading, and then close the drawer of the Large
Capacity Feeder.
Be sure that the height of the stacked paper does not exceed the line indicated in the guide plate on the rear side.
6
Connect the External Large Capacity Feeder to the equipment.
Slowly move the External Large Capacity Feeder placing your hands on the positions shown in the figure.
Paper misfeed in the Finisher, Hole Punch Unit and Inserter (all optional)
1
Separate the finisher from the equipment while pushing the lock lever.
Place your hand on portion A in the figure and then move the finisher carefully.
A
2
When the Hole Punch Unit is installed, open the Hole
Punch Unit cover.
3
Turn the green dial until the triangle mark ( ) falls within the designated area of the label.
20 Clearing a Paper Misfeed
1.TROUBLESHOOTING FOR THE HARDWARE
4
Close the Hole Punch Unit cover.
5
Remove the misfed paper from the entrance of the finisher.
1 TROUBLESHOOTING FOR THE HARDWARE
6
When the Inserter is installed, pull out the lever to open its inserter cover.
1
7
Remove the misfed paper and close the inserter cover.
1
2
2
8
Open the transport guide of the Inserter.
9
Remove the misfed paper and close the transport guide.
1
2
Clearing a Paper Misfeed 21
1 TROUBLESHOOTING FOR THE HARDWARE
10
Raise the paper feeding tray of the Inserter, and then remove the misfed paper.
1
11
Open the upper cover of the finisher.
2
12
Raise the lever "1" and remove the misfed paper.
13
Raise the lever "2" and remove the misfed paper.
1
1
2
2
1
2
2
14
Hold the green lever in the rear side of the finisher to open the guide.
22 Clearing a Paper Misfeed
1 TROUBLESHOOTING FOR THE HARDWARE
1.TROUBLESHOOTING FOR THE HARDWARE
15
Remove the misfed paper.
16
Remove paper from the paper exit side of the finisher.
17
Close the upper cover of the finisher.
18
Return the paper feed tray of the Inserter to its original position.
19
When the Saddle Stitch Finisher and the Inserter are installed together, open the front cover of the Inserter.
20
Open the guide plate of the saddle stitch unit.
21
Remove the misfed paper and close the transport guide.
1
2
Clearing a Paper Misfeed 23
1 TROUBLESHOOTING FOR THE HARDWARE
22
When the Saddle Stitch Finisher and the Inserter are installed together, close the lower cover of the Inserter.
23
When the Saddle Stitch Finisher is installed, open its lower front cover.
24
Turn the right-hand green dial counterclockwise until it stops.
25
Turn the left-hand green dial clockwise while pushing it.
26
Remove the misfed paper from the paper exit section of the saddle stitch unit.
27
Open the paper exit cover of the saddle stitch unit.
2
24 Clearing a Paper Misfeed
1
1 TROUBLESHOOTING FOR THE HARDWARE
1.TROUBLESHOOTING FOR THE HARDWARE
28
Remove the misfed paper.
29
Close the paper exit cover of the saddle stitch unit and the lower cover of the Saddle
Stitch Finisher.
30
Connect the finisher to the equipment.
Connect the finisher with the equipment while pressing the lock lever.
Place your hand on portion A in the figure and then move the finisher carefully.
A
Be careful not to let your fingers be caught between the
finisher and the equipment.
Paper misfeed inside of the equipment
Be careful not to let your fingers be caught between the equipment and the External Large Capacity Feeder.
1
When the External Large Capacity Feeder (optional) is installed, operate the lever on the External Large
Capacity Feeder and separate it from the equipment.
2
Open the paper feeder cover on the lower right of the equipment.
Clearing a Paper Misfeed 25
1 TROUBLESHOOTING FOR THE HARDWARE
3
Remove the misfed paper from the drawer.
4
Close the feeder cover.
5
Open the bypass cover on the upper right of the equipment.
6
Remove the misfed paper.
7
Close the bypass cover.
8
When the External Large Capacity Feeder (optional) is installed, connect it with the equipment.
Move it slowly placing your hands on the point shown in the figure.
9
When the finisher (optional) is installed, separate it from the equipment while pushing the lock lever.
Place your hand on portion A in the figure and then move the finisher carefully.
A
26 Clearing a Paper Misfeed
1 TROUBLESHOOTING FOR THE HARDWARE
1.TROUBLESHOOTING FOR THE HARDWARE
10
Open the exit cover.
11
Remove paper that sticks out from the paper exit cover side and middle of the reverse unit.
Do not touch the metal portion of the reverse unit (A in the figure) or the guide plate (B in the figure).
It could burn or injure you.
B
12
Open the front cover of the equipment.
A
13
Turn the green dial of the fuser unit counterclockwise to remove the misfed paper.
14
Close the exit cover.
15
When the finisher is installed, connect it with the equipment.
Connect the finisher with the equipment while pressing the lock lever.
Place your hand on portion A in the figure and then move the finisher carefully.
Be careful not to let your fingers be caught between the
finisher and the equipment.
A
Clearing a Paper Misfeed 27
1 TROUBLESHOOTING FOR THE HARDWARE
16
Turn the lever of the transfer/transport unit clockwise by 90 degrees to unlock it. Then pull out the transfer/ transport unit until it stops.
17
Hold the green lever and raise the fuser unit cover to open it.
Do not touch the fuser unit and around the metal area around
it.
It could burn or injure you.
18
Turn the green dial of the fuser unit counterclockwise to remove the misfed paper.
2
1
19
Close the fuser unit cover slowly.
20
Push the guide down while holding the green lever and remove the misfed paper.
21
Close the guide.
22
Push the transfer/transport unit into the equipment carefully while holding its lever. Then turn the lever counterclockwise by 90 degrees to lock it.
2
1
2
2
1
28 Clearing a Paper Misfeed
1 TROUBLESHOOTING FOR THE HARDWARE
1.TROUBLESHOOTING FOR THE HARDWARE
23
Close the front cover of the equipment.
Clearing paper misfeeds caused by a wrong paper size setting
Paper misfeeds occur when there is a mismatch between the size of the paper in a drawer or the bypass tray and the size registered for the corresponding drawer or the bypass tray in the equipment. The message “Check paper size setting on control panel for drawer N. Check the direction or size of the paper.” or “Check paper size setting on control panel for
Bypass. Check the direction or size of the paper.” appears on the touch panel.
In this case, just clearing the misfed paper does not prevent another paper from being misfed. Be sure to follow the procedure below.
Troubleshooting differs depending on how the paper misfeed has occurred:
P.29 “Misfeed when making copies or prints (using a drawer)”
P.31 “Misfeed when making copies or prints (using the bypass tray)”
P.32 “Misfeed when printing from the FAX”
Misfeed when making copies or prints (using a drawer)
1
Clear the paper misfeed following the guidance shown on the touch panel.
2
Open the paper source drawer, check that the guide width is correct and there is no folded/curled paper or overloading, and then close the drawer.
Be sure that the height of the stacked paper does not exceed the line indicated inside of the side guides.
3
Close all the drawers or covers.
Clearing a Paper Misfeed 29
1 TROUBLESHOOTING FOR THE HARDWARE
4
Press [YES] when “Cancel print job?” appears.
The print job is canceled.
If you do not want to cancel the print job
To restart the job without canceling it, replace the paper in the drawer with that corresponding to the size set in the equipment after the paper misfeed is cleared. Then if you press [NO] in step 4, the job can be restarted. In this case, it is not necessary to follow step 5 and later.
5
Press the [USER FUNCTIONS] button on the control panel.
6
Press the [USER] tab to enter the [USER] menu and press [DRAWER].
30 Clearing a Paper Misfeed
1.TROUBLESHOOTING FOR THE HARDWARE
7
Press the drawer button indicated in the message.
1 TROUBLESHOOTING FOR THE HARDWARE
8
Press the paper size button corresponding to the paper placed in the drawer, and [OK].
9
Press the [USER FUNCTIONS] button to return to the basic menu and try copying or printing again.
Misfeed when making copies or prints (using the bypass tray)
1
Clear the paper misfeed following the guidance shown on the touch panel. Then close all the covers.
Clearing a Paper Misfeed 31
1 TROUBLESHOOTING FOR THE HARDWARE
2
Press [YES] when “Cancel print job?” appears.
The print job is canceled.
If you do not want to cancel the print job
To restart the job without canceling it, replace the paper on the bypass tray with that corresponding to the size set in the equipment after the paper misfeed is cleared. Then if you press [NO] in step 2, the job can be restarted. In this case, it is not necessary to follow step 3 and later.
3
Place the paper on the bypass tray and set the paper size.
4
Try copying or printing again.
Misfeed when printing from the FAX
1
Pull out the drawer in which paper misfeeds occurred and remove all the paper from it.
2
Place the paper corresponding to the set size in the drawer.
32 Clearing a Paper Misfeed
1.TROUBLESHOOTING FOR THE HARDWARE
3
Check that the guide width is correct and there is no folded/curled paper or overloading, and then close the drawer.
1 TROUBLESHOOTING FOR THE HARDWARE
Be sure that the height of the stacked paper does not exceed the line indicated inside of the side guides.
4
Clear the paper misfeed following the guidance shown on the touch panel. Then close all the drawers and covers.
Printing resumes.
Clearing a Paper Misfeed 33
1 TROUBLESHOOTING FOR THE HARDWARE
Clearing a Staple Jam
When a staple jam has occurred in the stapler of the finisher or saddle stitch unit, clear the jam following the procedure below.
P.34 “Staple jam in the Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028”
P.35 “Staple jam in the Saddle Stitch Finisher MJ-1029”
P.37 “Staple jam in the saddle stitch unit”
Staple jam in the Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028
1
Open the front cover of the finisher.
2
Lower the lever of the stapler to release the lock, and then take out the staple cartridge.
1
3
Lower the guide while holding the knob.
Do not touch the stapling area.
The actual needle point could cause you personal injury.
4
Remove all jammed staples with something sharp.
2
34 Clearing a Staple Jam
1.TROUBLESHOOTING FOR THE HARDWARE
5
Holding the knob, raise the guide, and return it to its original position.
1 TROUBLESHOOTING FOR THE HARDWARE
6
Fit the staple cartridge into the stapler.
Insert the cartridge until the lever of the stapler goes up to be fixed securely.
7
Close the front cover of the finisher.
Staple jam in the Saddle Stitch Finisher MJ-1029
1
Open the front cover of the finisher.
2
Fully raise the lever of the staple cartridge, and pull the cartridge out.
2
1
Clearing a Staple Jam 35
1 TROUBLESHOOTING FOR THE HARDWARE
3
Lower the guide while holding the knob.
Do not touch the stapling area (A in the figure).
The actual needle point could cause you personal injury.
4
Remove all jammed staples with something sharp.
5
Holding the knob, raise the guide, and return it to its original position.
6
Fit the staple cartridge into the stapler.
Insert the staple cartridge until you hear a click sound (the staple cartridge is latched). Then lower the lever slightly.
7
Close the front cover of the finisher.
2
1
36 Clearing a Staple Jam
1.TROUBLESHOOTING FOR THE HARDWARE
Staple jam in the saddle stitch unit
1
Open the lower front cover of the finisher.
1 TROUBLESHOOTING FOR THE HARDWARE
2
Slowly pull out the saddle stitch unit.
3
Pull the stapler handle on the saddle stitch unit toward you to unlock it. Then turn the stapler clockwise by 60 degrees.
The stapler is locked and cannot be turned further when it lies almost horizontally.
4
Remove the staple cartridge.
Pull up the staple cartridge while pushing both sides.
2
1
5
While pushing the green lever downward, pull up the shutter with the knob.
Do not touch the stapling area.
The actual needle point could cause you personal injury.
2
1
Clearing a Staple Jam 37
1 TROUBLESHOOTING FOR THE HARDWARE
6
Remove the jammed staples.
7
Push the knob to lower the shutter.
Check that the shutter is securely held by the latch of the green lever.
8
Fit the staple cartridge.
Insert each cartridge until it is fixed with a click.
9
Unlock the stapler by pulling its handle toward you.
Then return the stapler to its original position.
10
Carefully insert the saddle stitch unit into the finisher.
2
1
11
Make sure of the following two requirements before test stapling:
y The Saddle Stitch Finisher is securely attached to the equipment.
y A3, B4, A4-R, LD, or LT-R paper is set in the drawer.
38 Clearing a Staple Jam
1 TROUBLESHOOTING FOR THE HARDWARE
1.TROUBLESHOOTING FOR THE HARDWARE
12
Close the lower front cover of the finisher.
Test stapling starts automatically.
Test stapling is necessary to prevent void stapling. Note that the test stapling starts automatically when the two requirements in step 11 are met with the lower cover of the Saddle Stitch Finisher closed. If the test stapling does not start, make sure to check the two requirements again. Then open and again close the lower cover of the Saddle Stitch Finisher.
Clearing a Staple Jam 39
1 TROUBLESHOOTING FOR THE HARDWARE
Replacing a Toner Cartridge
When the toner cartridge runs out, the message “Open the toner cover Install new toner cartridge” appears. Replace the toner cartridge following the procedure below when you see this message.
To assure an optimal printing performance, we recommend that you use TOSHIBA toner cartridges.
40 Replacing a Toner Cartridge
1 TROUBLESHOOTING FOR THE HARDWARE
1.TROUBLESHOOTING FOR THE HARDWARE
Recommended toner cartridges
To assure optimal printing performance, we recommend that you use only genuine TOSHIBA toner cartridges. If you use a TOSHIBA-recommended toner cartridge, you can utilize the following two functions of this equipment:
Cartridge detecting function:
This function checks if the toner cartridge is correctly installed and notifies you if it is not.
Toner remaining check function:
This function notifies you when there is little toner remaining in the cartridge, as well as notifying it to your authorized service representative automatically by the remote service.
If you are using a toner cartridge other than the one we recommend, the equipment may not be able to detect whether it is installed or not. Therefore, even if the toner cartridge is correctly installed, the error message “TONER NOT
RECOGNIZED” appears on the touch panel and printing may not be performed. You may also not be able to utilize the toner remaining check function and the remote service function notifying your authorized service representative automatically.
If you are using a toner cartridge other than the one we recommend, toner is not recognized. If this is a problem for you, please contact your service representative. Remember you will not be able to utilize the cartridge check function as we mentioned.
Never attempt to incinerate toner cartridges.
Dispose of used toner cartridges in accordance with local regulations.
y You can replace a toner cartridge while the print function is in operation when “Open the toner cover Install new toner cartridge” is displayed.
y Some toner is still left in the toner cartridge while the message “Toner near Empty” is displayed. You do not have to
message at the proper time.
1
Open the toner cover on the front of the equipment.
2
Hold the green handle and pull the toner cartridge holder toward you.
Replacing a Toner Cartridge 41
1 TROUBLESHOOTING FOR THE HARDWARE
3
Take out the empty toner cartridge in the arrow direction.
Never attempt to incinerate toner cartridges.
Dispose of used toner cartridges in accordance with local regulations.
4
Shake the new toner cartridge well to loosen the toner inside.
5
Pull out the seal in the direction of the arrow.
6
Align the toner cartridge with the orange portion of the holder and insert it securely.
y If it is hard to insert the toner cartridge, rotate it little by little to insert it in the correct position.
y If the toner scatters, wipe it off completely.
7
Place the toner cartridge holder pushing it until it stops.
8
Close the toner cover on the front of the equipment.
Toner supplying operation automatically starts.
42 Replacing a Toner Cartridge
1 TROUBLESHOOTING FOR THE HARDWARE
1.TROUBLESHOOTING FOR THE HARDWARE
Replacing a “Near Empty” toner cartridge
The message “Toner near Empty” appears on the touch panel when there is not much toner left in a toner cartridge.
Some toner is still left in the toner cartridge while the message “Toner near Empty” is displayed. You do not have to replace the toner cartridge yet, but if you choose to do so, follow the procedure below. This procedure is needed to reset the toner counter to display the next “Toner near Empty” message at the proper time.
1
Press [JOB STATUS].
2
Press the [TONER] tab.
Replacing a Toner Cartridge 43
1 TROUBLESHOOTING FOR THE HARDWARE
3
Press [REPLACE TONER CARTRIDGE].
4
To replace a toner cartridge, press [YES]. To cancel, press [NO].
5
Replace the toner cartridge.
See P.40 “Replacing a Toner Cartridge” for the correct procedure.
6
Press [FINISH].
44 Replacing a Toner Cartridge
1 TROUBLESHOOTING FOR THE HARDWARE
Refilling With Staples
Refill with staples according to the following procedures when the staples in the stapler of the finisher and saddle stitch unit run out.
P.45 “Refilling Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028 staples”
P.46 “Refilling Saddle Stitch Finisher MJ-1029 staples”
P.48 “Refilling saddle stitch unit staples”
Refilling Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028 staples
1
Open the front cover of the finisher.
2
Lower the lever of the stapler to release the lock, and then take out the staple cartridge.
1
3
Take the empty staple case out of the staple cartridge.
2
4
Fit a new staple case on the staple cartridge.
Push the staple case into the cartridge until it clicks.
In this step, do not remove the seal bundling the staples.
Refilling With Staples 45
1 TROUBLESHOOTING FOR THE HARDWARE
5
Pull out the seal bundling the staples straight.
6
Fit the staple cartridge into the stapler.
Insert the cartridge until the lever of the stapler goes up to be fixed securely.
7
Close the front cover of the finisher.
If the message “Check staple cartridge” remains, repeat the procedure above from steps 1 to 7.
Refilling Saddle Stitch Finisher MJ-1029 staples
The Saddle Stitch Finisher MJ-1029 has two types of staple cartridges; one is for 100-sheet staples and the other is for
50-sheet ones. If you replace the staple cartridge with the other type, turn the power of the equipment OFF and then back ON after replacing it.
1
Open the front cover of the finisher.
2
Fully raise the lever of the staple cartridge, and pull the cartridge out.
2
1
46 Refilling With Staples
1.TROUBLESHOOTING FOR THE HARDWARE
3
Press the buttons on both sides of the staple cartridge to open the cover.
1 TROUBLESHOOTING FOR THE HARDWARE
4
Pull out the empty staple case.
5
Fit the new staple case into the staple cartridge.
Push the staple case into the cartridge until it clicks.
In this step, do not remove the seal bundling the staples.
6
Pull out the seal bundling the staples straight. Then close the cover.
2
1
7
Fit the staple cartridge into the stapler.
Insert the staple cartridge until you hear a click sound (the staple cartridge is latched). Then lower the lever slightly.
2
1
Refilling With Staples 47
1 TROUBLESHOOTING FOR THE HARDWARE
8
Close the front cover of the finisher.
If the message “Check staple cartridge” remains, repeat the procedure above from steps 1 to 8.
Refilling saddle stitch unit staples
When the staples of the saddle stitch unit stapler in the Saddle Stitch Finisher have run out, refill them following the procedure below.
1
Open the lower front cover of the finisher.
2
Slowly pull out the saddle stitch unit.
3
Unlock the stapler of the saddle stitch unit by pulling its handle toward you. Keep pulling the handle, and turn the stapler clockwise by about 60 degrees.
The stapler is locked and cannot be turned any further when it lies almost horizontally.
4
Remove the staple cartridges.
Replace both cartridges at a time.
2
1
48 Refilling With Staples
1.TROUBLESHOOTING FOR THE HARDWARE
5
Fit the new staple cartridge.
Insert each cartridge until it is fixed with a click.
1 TROUBLESHOOTING FOR THE HARDWARE
6
Unlock the stapler of the saddle stitch unit by pulling its handle toward you, and lower the stapler to its original position.
2
7
Slowly insert the saddle stitch unit into the finisher.
1
8
Make sure that the following two requirements are met before test stapling:
y The Saddle Stitch Finisher is securely attached on the equipment.
y A3, B4, A4-R, LD, or LT-R paper is loaded in the drawer.
When the message “Check staple cartridge in the Saddle Stitch unit” is displayed, this step is unnecessary.
Proceed to step 9.
9
Close the lower front cover of the finisher.
When the message “READY (CHECK STAPLER)” is displayed, test stapling starts automatically.
Test stapling is necessary to prevent void stapling. Note that the test stapling starts automatically when the two requirements in step 8 are met with the lower cover of the Saddle Stitch Finisher closed. If the test stapling does not start, make sure to check the two requirements again. Then open and again close the lower cover of the
Saddle Stitch Finisher.
Refilling With Staples 49
1 TROUBLESHOOTING FOR THE HARDWARE
Cleaning the Hole Punch Dust Bin
When the hole punch dust bin becomes full, dispose of the paper punchings following the procedure below.
1
Open the Hole Punch Unit cover.
2
Pull out the hole punch dust bin.
3
Dispose of the paper punchings.
4
Push back in the hole punch dust bin.
5
Close the Hole Punch Unit cover.
50 Cleaning the Hole Punch Dust Bin
2.
TROUBLESHOOTING FOR COPYING
This chapter describes how to troubleshoot the problems on copying and copy output.
2 TROUBLESHOOTING FOR COPYING
Copying Problems
See the table below when you have a problem in operating copy function or have an unexpected copy output.
Problem Description
Functions cannot be set.
Cause
Another function that is unavailable for the combination has already been set.
The number of scanned pages has reached the maximum.
Corrective Action
Some functions cannot be combined.
For details, refer to Chapter 8 of the Copying Guide.
To copy the scanned images, press [YES]. To cancel, press [NO].
Copying stops while scanning the originals. (The message “The number of originals exceeds the limits Will you print out stored originals?” appears.)
Copying stops while scanning the originals. (The message “Not enough Work Space to store originals Will you print out stored originals?” appears.)
Copied image is too light.
No available internal memory remains.
No toner is left.
To copy the scanned images, press [YES]. To cancel, press [NO].
Copied image is too dark.
Copied image has stains.
Copy density is set too light.
Copy density is set too dark.
The message “Open the toner cover Install new toner cartridge” appears when no toner is left. Replace the toner cartridge.
P.40 “Replacing a Toner Cartridge”
Darken the density manually or try the automatic density mode.
Lighten the density manually or try the automatic density mode.
Lower them fully to block the outside light.
The Reversing Automatic Document
Feeder is not fully lowered.
The original glass, platen sheet, scanning area and guide are stained.
The copy density is set too dark.
Copy image is skewed.
A transparent original such as a transparency or tracing paper is being used.
The original is sent from the
Reversing Automatic Document
Feeder at a skew.
Copied image is partially missing. The size or orientation of the copy paper and that of the original are not consistent. The reduction ratio is not properly set.
The binding margin is too wide.
Clean them.
Lighten the density manually or try the automatic density mode.
To copy a transparent original clearly, put a sheet of blank, white paper behind the original. Make sure that the paper is large enough to cover the original.
Replace the original while aligning the side guides of the
Reversing Automatic Document Feeder to its width so that it will be placed straight.
Fit the copy paper size to the original or set the reduction ratio for the copy paper.
Set the binding margin width to fully cover the original.
For details, refer to Chapter 4 of the Copying Guide.
The outside part of the printable area cannot be copied.
Copied image is blurred.
The original is larger than the printable area.
There is a gap between the original glass and the original.
The copy paper is damp.
Lower the Reversing Automatic Document Feeder fully so that the original fully contacts the platen glass.
Replace it with dry copy paper.
52 Copying Problems
2 TROUBLESHOOTING FOR COPYING
2.TROUBLESHOOTING FOR COPYING
Problem Description
Copied image has black streaks in the horizontal direction.
Cause
The scanning area or guides are stained.
Corrective Action
Clean them.
Copying Problems 53
3.
TROUBLESHOOTING FOR PRINTING
This chapter describes how to troubleshoot the problems on printing.
3 TROUBLESHOOTING FOR PRINTING
Print Job Problems
This section describes how to clear the print jobs errors.
Clearing print job errors
Problem Description
A print job error occurs and [JOB STATUS] blinks when the paper specified by the computer is not set in the drawers of the equipment.
Corrective Action
Clear the error following the procedure below.
To print by placing paper on the bypass tray
1
Press the [JOB STATUS] which is blinking.
2
Place paper of the size specified with the computer on the bypass tray, and press the
[START] button.
Printing starts. Press [JOB STATUS] when printing has been completed.
Printing by selecting a paper size already placed in another drawer
You can perform printing with the paper already placed in the drawers. Some part of the image may not be printed, however, if the paper size in the drawer is smaller than the one you have specified.
Press the drawer button you intend to use on the touch panel and press the [START] button.
56 Print Job Problems
3 TROUBLESHOOTING FOR PRINTING
3.TROUBLESHOOTING FOR PRINTING
Cannot remember the document password for a Private Print job
Problem Description
I cannot remember the document password for my Private Print job.
Corrective Action
The document password for a Private Print job is never shown, once the job has been sent to the equipment.
To print the failed Private Print job, submit the document again as a new Private Print job.
The failed Private Print job remains unprinted in the job queue. To delete it, either way below is required. Contact the administrator of the equipment.
y Enter the administrator’s password in the Private Print job list on the touch panel and delete the job.
For details, refer to the Printing Guide.
y Log on to TopAccess with the administrator’s password and delete the job in the Print Job list.
For details, refer to the TopAccess Guide.
Printing a document including many graphics takes time
Problem Description
It takes time to print a document including many graphics from a Universal Printer Driver (PCL6).
Corrective Action
Since this may happen occasionally, clear the [JPEG Compression] check box of the [PDL Settings] tab in [Customization] of the [Device Settings] tab before printing such documents.
Print Job Problems 57
3 TROUBLESHOOTING FOR PRINTING
Printer Driver Problems
This section describes the troubleshooting for the printer drivers.
For the error messages that appear during the installation of the printer drivers, refer to the Software Installation
Guide.
Cannot print (port setting problems)
Problem Description
I cannot perform printing with the equipment.
Corrective Action
If the printer driver on the client computer points to a wrong network port, jobs neither appear in the current jobs queue nor are printed. Fix the problem following the procedure below:
1. Open the Printers folder from the Control Panel.
2. Right-click the printer driver icon.
3. Select Properties from the shortcut menu.
4. Select the [Ports] tab.
5. Make sure that the path to the printer and the device name are correct.
\\<device name>\print
<device name> is the same as the device name set from the touch panel. “print” may be “univ” or “ps3” depending on the printer driver you use.
6. Click the [General] Tab and click [Print Test Page] to confirm that the settings are correct.
Cannot print (SNMP Community Name problems)
Problem Description
I cannot perform printing with the equipment.
Corrective Action
Check if the SNMP community names are the same in the following 3 settings.
y Equipment y TCP/IP port of the [Ports] tab in the printer driver y [SNMP Settings] dialog box of the [Others] tab in the printer driver
Command line options not processed
Problem Description
All the print options are sent to the equipment at the beginning of the print job. If the print file already contains print commands, they overwrite the command line options you set. For example, if the print file specifies Letter paper, and you specify A4 paper with the lp command, the document is printed on Letter size paper.
Corrective Action
Change the properties of the document you intend to print to create another print file. Submit the print job using the lp command without setting additional parameters.
58 Printer Driver Problems
3 TROUBLESHOOTING FOR PRINTING
3.TROUBLESHOOTING FOR PRINTING
Retrieval of printer configuration failed
Problem Description
When accessing the printer properties, the message “Retrieval of printer configuration failed” is displayed.
Corrective Action
The printer driver cannot communicate with the equipment. Try the steps in the checklist below.
No Check...
1 Is the equipment turned on?
2 Can you connect the computer to the equipment via TopAccess?
3 Does the same message appear again when you access the property of the printer driver?
Yes
Next Step
Ø
Next Step
Ø
Ö
No
Ö
Ö
End
Corrective Action
Turn on the equipment.
Restart the equipment.
Check the printer driver port assignment and make sure that it is correct.
Cannot change settings on the [Device Settings] tab
Problem Description
The [Device Settings] tab is grayed out and their settings cannot be changed.
Corrective Action
Users who do not have the privilege to change the printer driver setting cannot change the options in the [Device Settings] tab. Please log on with the Administrator.
Printer Driver Problems 59
3 TROUBLESHOOTING FOR PRINTING
Network Connection Problems
This section describes the troubleshooting for printing in the network connection environment.
Cannot print with the equipment (network connection problems)
Problem Description
I cannot perform printing with the equipment.
Corrective Action
See the checklist below to determine if the cause of the problem is related to a network.
lists are provided to help you find the appropriate action to take.
No. Check...
1 Have you set the protocol settings so they are compatible with your network and client protocol settings?
2 Have you set up the appropriate type(s) of print services that should be supported?
3 If you are using Novell print services, did you set up the Novell side of network printing, such as creating print servers and attaching the print queue?
4 If you set up Novell print services, can you see the print job using PCONSOLE or NWAdmin?
Yes
Next Step
Ø
Next Step
Ø
Next Step
Ø
Next Step
Ø
5 Have you checked the gateway and subnet settings to make sure that the equipment is part of the same network gateway as the client from which you are trying to print?
6 Are other services and communications performed over the network behaving in the normal and expected manner?
Next Step
Ø
End
No
Ö
Ö
Ö
Ö
Ö
Ö
Corrective Action
Set up the proper protocol.
Check the settings required for your printing environment.
Set up the NetWare server.
Refer to the Software Installation Guide.
Refer to your Novell PCONSOLE or NWAdmin user documentation for help with using these utilities.
Set up the TCP/IP correctly.
Refer to your network documentation or use a network diagnostic utility to identify the network problem.
Cannot print with SMB print
Problem Description
When an attempt is made to print a document using an SMB connection, the job cannot be printed and such messages continuously appear as “No more connections can be made to this remote computer” or “Your file could not be printed due to an error”.
Corrective Action
SMB print is supposed to be utilized in a small network. If you can use Windows XP, Windows Vista, Windows 7,
Windows 8, Windows Server 2003, Windows Server 2008, or Windows Server 2012 as a print server, printing via the
Windows Print Server is recommended.
If you cannot use the Windows Print Server in your network, use LPR print instead.
Cannot print properly with AppleTalk print
Problem Description
y Text will be printed as striped lines for an email message.
y Some text is not printed in a document.
y When a web browser is used, the web page is not printed in spite of the print job being sent to the equipment.
Corrective Action
If the errors above occur with AppleTalk print, use LPR print instead.
60 Network Connection Problems
3 TROUBLESHOOTING FOR PRINTING
Client Problems
This section describes how to identify and correct the problems caused by the clients* connected to the equipment.
* One of the common examples of clients is a computer that sends a print job to the equipment and makes it perform printing.
Checking the client status
Problem Description
The printing problems are caused by the printer driver settings, network settings, errors in the network connections, and so forth. First, contact the administrator of the equipment to see if there is one of these kinds of problems, or see the following sections:
P.58 “Printer Driver Problems”
P.60 “Network Connection Problems”
P.74 “Printing Problems (Network Related)”
Another possible cause is one related to a client. If the print jobs sent from a specific client within a network fail, the problem may be caused by the client.
The checklist below will help you identify the source of the error and direct you to information resolving the problem. If the problem persists after you have followed all of the steps, contact your service representative.
No. Check...
Yes No Corrective Action
1
3
Does the equipment work properly? Are copy jobs output properly?
2 See the Device page of TopAccess. Are the options specified for the job supported by the hardware configuration?
Can you print the jobs from other clients?
Next Step
Ø
Next Step
Ø
Next Step
Ø
Ö
Ö
Ö
Check the device status displayed in the Device page of TopAccess.
If not, delete the job, install the required components, and try again. Contact your service representative for further information.
See the following section to fix the problem.
P.60 “Cannot print with the equipment
(network connection problems)”
4
5
Have you ever printed successfully from this client?
Did you set up the printer driver other than by an
SMB connection?
Next Step
Ø
Next Step
Ø
Ö
Ö
See the following section to fix the problem.
P.58 “Cannot print (port setting problems)”
See the following section to fix the problem.
P.60 “Cannot print with SMB print”
Refer to the Software Installation Guide.
6 (For Macintosh only)
Can you see the equipment you created in the
Selector?
Next Step
Ø
Ö
7 At this point, the problem is most likely to be related to a client-side error. Refer to the Printing Guide to fix the problem.
Client Problems 61
3 TROUBLESHOOTING FOR PRINTING
Hardware Problems
This section describes troubles caused by the hardware device (the equipment).
If an icon or a message indicating an error is not displayed, or the problems in the printer drivers or the network connection cannot be specified, a hardware problem is a possible cause of the trouble.
The following are common factors involved in the hardware problems: y System board, cables, and connectors y
The equipment, and its (optional) components such as the duplexing unit or the Finisher y System software or firmware of the equipment
Print jobs not output
Problem Description
All the clients within a network fail to make the equipment output the print jobs.
Corrective Action
There remains a possibility that improper settings of the software such as printer drivers caused the problem. However, a hardware error is possible, if none of the clients can print the jobs. Try the steps on the checklist below. If the problem persists after you have followed all of the steps, contact your service representative.
No No Check...
1 Is printing prohibited from all connected client computers?
2 Can you see the job from TopAccess or another print monitoring utility, such as PCONSOLE or
Print Manager?
3 Can you identify the problem with the error message or the error code and resolve it?
Yes
Next Step
Ø
Next Step
Ø
End
Ö
Ö
Ö
Corrective Action
See the following section to fix the problem:
P.60 “Network Connection Problems”
See the following section to fix the problem:
P.70 “Locating the Equipment in the Network”
See the following sections to fix the problem:
Also refer to the Printing Guide for more information on resolving output errors caused by software settings.
62 Hardware Problems
4.
TROUBLESHOOTING FOR SCANNING
This chapter describes how to troubleshoot the problems of scanning.
4 TROUBLESHOOTING FOR SCANNING
Scanning Problems
This section describes troubleshooting for using scan data.
Cannot E-mail my scans
Problem Description
I have scanned a document and sent the copy as an e-mail attachment, but the e-mail does not reach the specified e-mail address.
Corrective Action
Check the following points: y The correct e-mail addresses are specified.
y The equipment is correctly configured for and connected to the network.
y For the SMTP Client settings, the SMTP server address is correctly set.
y For the SMTP Client settings, the Port Number is correctly set.
y For the SMTP Client settings, the settings for SSL and/or authentication are correctly set.
y
The data size of the attached file is smaller than/equal to the maximum data size receivable on the recipient’s side.
For details on the network settings, refer to the TopAccess Guide.
For details on e-mailing the scanned image, refer to the Scanning Guide.
Cannot find the data saved in the shared folder
Problem Description
I have scanned a document and saved the copy in the shared folder of the equipment, but cannot locate the saved file.
Corrective Action
y For Windows OS, search the network for the equipment using the search function of Explorer. The data are stored in the equipment’s shared folder named “FILE_SHARE.” y For Macintosh, make sure that the OS version is Mac OS X 10.3.x or later; a client computer running Mac OS X 10.2.x or earlier cannot access the shared folder on the equipment. If your computer is running Mac OS X 10.3.x or later, search the network for the equipment on Finder and access the folder named “FILE_SHARE.” y
If you cannot find the equipment on the network, make sure that the SMB Server Protocol setting is enabled on
TopAccess.
For details on the network settings, refer to the TopAccess Guide.
For details on storing the scanned image, refer to the Scanning Guide.
64 Scanning Problems
5.
TROUBLESHOOTING FOR e-Filing
This chapter describes how to troubleshoot the problems on e-Filing.
5 TROUBLESHOOTING FOR e-Filing
e-Filing Web Utility Problems
This section describes troubleshooting for the web browser-based e-Filing web utility. You will also find the error messages and the corrective actions for each message.
e-Filing Web Utility terminates the session
Problem Description
The message “This operation will end your e-Filing session.” appears and e-Filing Web Utility returns to its top page.
Corrective Action 1
Clicking the [Return], [Refresh], and [home] button or [login] link leads to this message and e-Filing Web Utility returns to its top page. In this case, try again to do the operation you intended.
Corrective Action 2
Closing the window by clicking the [x] button of the browser leads to the message “This operation will end your e-Filing session.” and the e-Filing session ends. Finish your current operation before you close the window.
Corrective Action 3
Operating the main window while the sub window is displayed leads to the message “This operation will end your e-Filing session.” and the processing displayed on the sub window ends. Do not operate the main window until the processing on the sub window has been completed.
Numerous sub windows repeatedly appear
Problem Description
Numerous sub windows repeatedly appear and e-Filing becomes uncontrollable.
Corrective Action
Close all the windows and exit from the web browser. Then restart the browser and clear the cookie files from “Internet
Option” (for Internet Explorer).
Displaying the items in the Contents Frame takes a long time
Problem Description
Displaying the items in the Contents Frame takes a long time.
Corrective Action
Displaying more than 100 items in the Contents Frame may take a long time. Fewer items can be displayed more quickly.
66 e-Filing Web Utility Problems
5 TROUBLESHOOTING FOR e-Filing
5.TROUBLESHOOTING FOR e-Filing
Error messages
See the table below to troubleshoot the problem if a message appears.
Message
Internal error occurred. Please restart e-Filing.
Your e-Filing Session has Timed Out. Please Restart.
The items have been modified.
Cannot start e-Filing Session. The Disk is Full.
Cannot create a Box. The Disk is full.
Cannot create a Folder. The Disk is full.
Cannot edit the Document. The Disk is full.
Cannot insert Page. The Disk is full.
Cannot archive Documents. The Disk is full.
Cannot upload archived file. The Disk is full.
Cut failed. Disk is full.
Copy failed. Disk is full.
Paste failed. Disk is full.
Save failed. Disk is full.
Cannot create a Folder. Maximum number of folders has been reached.
Cannot create a Document. Maximum number of documents has been reached.
Cannot insert Page. Maximum number of pages has been reached.
Paste failed. Maximum number of page range is reached.
Cut failed. The items have been deleted or modified.
Copy failed. The items have been deleted or modified.
Paste failed. The items have been deleted or modified.
Delete failed. The items have been deleted or modified.
Please enter valid password.
A folder with the name you specified already exists. Please try again.
Another user is archiving or uploading. Please try again later.
The Maximum Possible Archive Size exceeded. Archiving is not
Possible.
The Box cannot be erased. A document contained in Box is being used.
Corrective Action
Turn the power of the equipment OFF and then ON and then try again. If the error message is still displayed, contact your system administrator or contact your dealer for support.
Exit from e-Filing and change the session timer setting to be longer on the Setup page of the TopAccess Administrator mode.
Then restart it.
The items are currently being modified by another user. Try again after the other user has finished.
Erase the unnecessary data from the Control Panel. For instructions on how to delete data from the Control Panel, refer to the e-Filing Guide.
Erase unnecessary data using the administrative function or deleting the data in boxes for making hard disk space.
Erase unnecessary data using the administrative function or deleting the data in boxes for making hard disk space.
Erase unnecessary data using the administrative function or deleting the data in boxes for making hard disk space.
Erase unnecessary data using the administrative function or deleting the data in boxes for making hard disk space.
Erase unnecessary data using the administrative function or deleting the data in boxes for making hard disk space.
Erase unnecessary data using the administrative function or deleting the data in boxes for making hard disk space.
Erase unnecessary data using the administrative function or deleting the data in boxes for making hard disk space.
Erase unnecessary data using the administrative function or deleting the data in boxes for making hard disk space.
Erase unnecessary data using the administrative function or deleting the data in boxes for making hard disk space.
Erase unnecessary data using the administrative function or deleting the data in boxes for making hard disk space.
Delete unnecessary folders and create a new folder. You can create up to 100 folders in each box.
Delete unnecessary documents and create a new document. You can create up to 400 documents in each box and folder.
Delete unnecessary pages and insert a new page. A document can contain up to 200 pages.
Delete unnecessary pages and paste pages in the document. A document can contain up to 200 pages.
Refresh the page and make sure that the item was deleted or is currently being modified.
Refresh the page and make sure that the item was deleted or is currently being modified.
Refresh the page and make sure that the item was deleted or is currently being modified.
Refresh the page and make sure that the item was deleted or is currently being modified.
Enter the correct password.
Use a name that does not exist in the box.
The document is being archived or uploaded by another user. Try again after the other user has finished.
An archive file larger than 2 GB cannot be created. Make sure that the archive file will be less than 2 GB by archiving smaller groups of files instead of a large one.
A document contained in the box is being used by another user.
Try again after the other user has finished.
e-Filing Web Utility Problems 67
5 TROUBLESHOOTING FOR e-Filing
Message
The document is being used. Please try again later.
File format doesn’t correspond. Please contact Administrator.
e-Filing is not ready. Please try again later.
Corrective Action
The selected document is being used by another user. Try again after the other user has finished.
Contact your administrator to convert the archive file and try again.
e-Filing has not yet been activated. Try again later.
68 e-Filing Web Utility Problems
6.
TROUBLESHOOTING FOR NETWORK
CONNECTIONS
This chapter describes how to troubleshoot the problems on network connections.
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS
Locating the Equipment in the Network
Cannot locate the equipment in the network
Problem Description
I cannot locate the equipment in the network.
Corrective Action
Improper settings may cause problems in locating the equipment in the network. Try the checklist below to detect the cause of the problem. If the problem remains unsolved, contact your service representative.
No. Check...
1 Is the startup page printed out? If not, wait until the communication comes online. Examine the protocol settings listed on the startup page. Are they correct?
2 Print out a configuration page. Make sure that there are not any discrepancies or inconsistencies between the current network settings and your network environment. Change the network settings, if necessary. Use the Find Computer utility from your Windows computer to locate the equipment by its device name. Can you find the equipment?
3 Can you locate other computers connected to the same network?
Yes
Next Step
Ø
Next Step
Ø
Next Step
Ø
4 Check the link LED activity on the hub and/or NIC of the equipment and the client machine. Do the hardware components appear to be functioning properly?
5 Make sure that the device name for the equipment is unique and verify that the WINS and/or DNS server database are not causing potential naming conflicts with the network settings on the equipment. If necessary, change the network settings on the equipment. After the communication comes back online, can you see the equipment in the network?
6 If the network environment is using complex subnet or supernet structures, is the IP address used by the equipment within the network structures range of valid addresses?
Next Step
Ø
Next Step
Ø
End
No
Ö
Ö
Ö
Ö
Ö
Ö
Corrective Action
Set up the proper protocols.
Set up the proper protocol if required.
Once you have located the equipment, configure the port that it is mapped correctly to the device.
Check the network settings on the client computer to make sure that they are compatible with the network settings on the equipment.
Contact your service representative.
Set up the NetBIOS name of the device correctly.
Contact your local network support specialist for further assistance.
70 Locating the Equipment in the Network
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS
6.TROUBLESHOOTING FOR NETWORK CONNECTIONS
Cannot locate the equipment with Local Discovery
Problem Description
Local Discovery cannot detect the equipment.
Corrective Action
The equipment is normally located automatically by SNMP. When the TWAIN driver, File Downloader, Address Book
Viewer, Backup/Restore Utility, Remote Scan driver, N/W-Fax driver or printer driver cannot automatically discover the equipment over the network, the most likely cause is limitations of the protocols supported by the computer. In some cases, you need to add or update network components; however, first see the checklist below to fix the problem.
No. Check...
1 Is SNMP enabled on the equipment?
Yes
Next Step
Ø
No
Ö
Corrective Action
Enable the SNMP (MIB).
2 Are the SNMP setting of the equipment and that of the software the same?
Next Step
Ø
Ö
3 Confirm that the protocol suite installed on the client computer has been updated with the latest software for the given operating system. If your network only supports the IPX/SPX protocol, make sure that the most current version of Novell
Client software is installed.
4 Print an NIC Configuration page from the equipment. Does the equipment support the same protocol as the network?
5 Change the protocol settings from TopAccess, if necessary, and reboot the equipment for the changes to take effect. Repeat step 2. Was the device discovered?
6 Check the NIC Configuration page. Are the IP address and subnet mask settings correct?
7 Check the router to make sure that it is not filtering out the equipment packets. Is the router processing equipment packets correctly?
8 Can another computer within the same network segment discover the equipment?
9 Check the NIC Configuration page. Is the Unit
Serial Number part of the device name?
10 Check link activities on the port being used by the equipment and the integrity of the network cable, hub, or switch that connects the equipment to the network. Replace any network components that you can tell or suspect are faulty.
Next Step
Ø
Next Step
Ø
End
Next Step
Ø
Next Step
Ø
Next Step
Ø
Next Step
Ø
End
Ö
Ö
Next Step
Ø
Ö
Ö
Ö
Ö
Ö
SNMP V1/V2: Check if the community names of the equipment and the software are the same.
SNMP V3: Check if each item of the SNMP setting of the equipment and the software is the same.
See the vendor’s website for information about product updates and technical supports.
Configure the proper protocol.
Setup the TCP/IP settings correctly.
Adjust the router settings.
See the following section to fix the problem:
P.70 “Locating the Equipment in the Network”
Contact your service representative.
Locating the Equipment in the Network 71
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS
Equipment does not respond to ping command
Problem Description
The equipment does not respond to a ping command.
Corrective Action
Check the network settings following the checklist below.
No. Check...
1 Confirm that the TCP/IP protocol suite is installed on the client computer.
2 Look at the NIC configuration page and confirm that the TCP/IP settings are correct. Is the IP address entered and valid? Are the Gateway and
Subnet settings correct?
3 Reboot the equipment. Check the NIC
Configuration page that is printed out. Are the
TCP/IP settings correct?
4 Try to ping the equipment again. Did the equipment respond to the ping?
5 Can you ping the equipment from any other computer within the same network? If not, the equipment might have an IP address that is out of range or invalid.
6 Can you ping to another computer within the same network?
7 If you have customized the device name, you can check if the NIC is functional by restoring the default settings. When the equipment automatically reboots and an NIC Configuration page is printed, does the device name include the
NIC’s unit serial number?
8 Check link activities on the port being used by the equipment and also the integrity of the network cable, hub, or switch that is connecting the equipment to the network. Replace any network components that you suspect are faulty. Can you ping the equipment now?
Yes
Next Step
Ø
Next Step
Ø
Next Step
Ø
End
Next Step
Ø
Next Step
Ø
Next Step
Ø
End
No
Ö
Ö
Ö
Next Step
Ø
Ö
Ö
Ö
Ö
Corrective Action
Refer to the networking section of your operating system documentation.
Enter the correct TCP/IP settings.
The settings are not binding, contact your service representative.
Contact your local network specialist for a valid IP address for the equipment.
Check the computer’s protocol settings to make sure the gateway and subnet settings are correct.
The NIC is faulty or improperly installed. Contact your service representative.
Contact your service representative.
72 Locating the Equipment in the Network
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS
LDAP Search and Authentication Problems
Network shutdown occurs or touch panel disabled after LDAP search
Problem Description
After performing the LDAP search, the network shutdown occurs or the touch panel is disabled.
Corrective Action
Try the checklist below. If the problem remains unsolved, contact your service representative.
No. Check...
1 Is the LDAP server correctly running?
2 Is the LDAP server setting correctly set?
Yes
Next Step
Ø
End
No
Ö
Ö
Corrective Action
Confirm that the LDAP server is correctly running.
Enter the correct LDAP setting. Re-enter the correct password carefully because it is displayed by asterisks.
LDAP authentication takes a long time
Problem Description
It takes a long time to perform LDAP authentication on the touch panel.
Corrective Action
Try the checklist below. If the problem remains unsolved, contact your service representative.
No Check...
1 Is the LDAP server correctly running?
2 Is the LDAP server setting correctly set?
Yes
Next Step
Ø
End
No
Ö
Ö
Corrective Action
Confirm that LDAP server is correctly running.
Enter the correct LDAP setting. Reenter the correct password carefully because it is displayed by asterisks.
LDAP Search and Authentication Problems 73
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS
Printing Problems (Network Related)
Among the several ways to use the equipment in the network, the simplest one is to set the equipment in the TCP/IP environment using a DHCP server to assign IP addresses dynamically to devices. Using the default settings also assures an easier network implementation, although you may be required to customize the settings to accommodate them in your particular environment.
Some common network configurations are shown below, along with the steps required to configure the equipment. If you perform all the steps in the applicable checklist and still cannot print satisfactorily with the equipment, contact your service representative.
y You can change the network protocol settings with the touch panel of the equipment or with TopAccess (the
Administration page).
y For the error messages that appear during the installation of the printer drivers, refer to the Software Installation
Guide.
SMB print in a Windows operating system environment
No Check...
1 Are the IP address properties correctly set?
2 Is the Microsoft computer name (device name) unique?
3 Is the workgroup name valid and correctly entered?
4 When IPv4 is supported: Is the WINS server address correctly set?
When IPv6 is supported: Is LLMNR for the IPv6 setting enabled?
Yes
Next Step
Ø
Next Step
Ø
Next Step
Ø
Next Step
Ø
5 When IPv4 is supported: If the client computers are located in different segments, is the WINS service correctly provided?
6 Can you see the equipment in Windows Network
Neighborhood?
Next Step
Ø
Next Step
Ø
7 Were the proper printer drivers installed?
8 Is the driver’s port name valid?
Next Step
Ø
Next Step
Ø
9 Can you print with the equipment?
End
Ö
Ö
No
Ö
Ö
Ö
Ö
Ö
Ö
Ö
Corrective Action
Set up the IP address correctly.
Set up the device name correctly.
Set up the workgroup correctly.
When IPv4 is supported: Set up the WINS server address correctly, or enter “0.0.0.0” for the WINS server address to disable the WINS service.
When IPv6 is supported: Enable LLMNR for the
IPv6 setting referring to the TopAccess Guide.
When IPv4 is supported: Set up the WINS server and enable it on the equipment to allow users access from a different segment.
See the following section to fix the problem:
P.70 “Cannot locate the equipment in the network”
Refer to the Software Installation Guide to install the proper printer drivers.
Refer to the Software Installation Guide to configure the proper port.
See the following section to fix the problem:
P.60 “Cannot print with the equipment
(network connection problems)”
Raw TCP or LPR print in a Windows operating system environment
No Check...
1 Are the IP Address properties correctly set?
2 Is Raw TCP print correctly set?
3 Is LPR/LPD print correctly set?
4 Were the proper printer drivers installed?
5 Is the Raw TCP or LPR port configured with the correct IP address?
6 Can you print to the equipment?
Yes
Next Step
Ø
Next Step
Ø
Next Step
Ø
Next Step
Ø
Next Step
Ø
End
No
Ö
Ö
Ö
Ö
Ö
Ö
Corrective Action
Set up the IP address correctly.
Set up the Raw TCP print service correctly.
Set up the LPD print service correctly.
Refer to the Software Installation Guide to install the proper printer drivers.
Refer to the Software Installation Guide to configure the proper port.
See the following section to fix the problem:
P.60 “Cannot print with the equipment
(network connection problems)”
74 Printing Problems (Network Related)
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS
6.TROUBLESHOOTING FOR NETWORK CONNECTIONS
IPP print in a Windows operating system environment
No. Check...
1 Are the IP address properties correctly set?
2 Is the HTTP server on the equipment enabled?
3 Is the IPP print correctly set?
4 Were the proper printer drivers installed?
5 Is the IPP port configured with the correct URL?
6 Can you print to the equipment?
Yes
Next Step
Ø
Next Step
Ø
Next Step
Ø
Next Step
Ø
Next Step
Ø
End
No
Ö
Ö
Ö
Ö
Ö
Ö
Corrective Action
Set up the IP address correctly.
Enable the HTTP server in the HTTP Network
Service.
Set up the IPP print service correctly.
Refer to the Software Installation Guide to install the proper printer drivers.
Refer to the Software Installation Guide to configure the proper port.
See the following section to fix the problem:
P.60 “Cannot print with the equipment
(network connection problems)”
Novell print in a NetWare environment
No. Check...
1 Are the IPX/SPX protocols enabled? Is the correct frame type selected?
2 If applicable, did you successfully set up queuebased print?
3 Did you configure the equipment for a NetWare connection?
4 Did you configure the equipment for NetWare print service?
5 Were the proper printer drivers installed?
6 Is the IPP port configured with the correct URL?
7 Can you see the equipment in Windows Network
Neighborhood?
8 Can you print to the equipment?
Yes
Next Step
Ø
Next Step
Ø
Next Step
Ø
Next Step
Ø
Next Step
Ø
Next Step
Ø
Next Step
Ø
End
No
Ö
Ö
Ö
Ö
Ö
Ö
Ö
Ö
Corrective Action
Set up the IPX/SPX correctly.
Set up the NetWare server properly.
Set up the NetWare network settings correctly.
Set up the NetWare print service correctly.
Refer to the Software Installation Guide to install the proper printer drivers.
Refer to the Software Installation Guide to configure the proper port.
Check that the SMB protocol is enabled in the client computers.
See the following section to fix the problem.
P.60 “Cannot print with the equipment
(network connection problems)”
Printing Problems (Network Related) 75
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS
Macintosh environment
No. Check...
1 Is AppleTalk enabled on the equipment?
2 Are the IP address properties correctly set?
3 Is the equipment available in the Chooser when you click the LaserWriter 8 printer icon?
4 Can you access any other network device from the Macintosh computer?
Yes
Next Step
Ø
Next Step
Ø
Next Step
Ø
Next Step
Ø
5 Can another Macintosh computer on the network print to the equipment? If so, compare the settings to determine which need to be changed to support print from this machine.
End
No
Ö
Ö
Ö
Ö
Ö
Corrective Action
Enable AppleTalk.
Set up the IP address correctly.
Make sure that the AppleTalk zone is supported by the Macintosh client.
Refer to your Macintosh networking documentation or contact Macintosh technical support.
Refer to your Macintosh networking documentation or contact Macintosh technical support.
UNIX/Linux environment
No. Check...
Yes
1
2
Are the IP address properties correctly set?
Is the LPR/LPD print correctly set?
Next Step
Ø
Next Step
Ø
3 Did you successfully install the UNIX/Linux filters? Next Step
Ø
4 Did you successfully create and set up a print queue?
5 Can you print to the equipment using LPD as the root?
Next Step
Ø
Next Step
Ø
6 Can you ping the equipment from your computer?
Next Step
Ø
7
8
Is the LP Daemon functioning?
Can you print to the equipment?
Next Step
Ø
End
No
Ö
Ö
Ö
Ö
Ö
Ö
Ö
Ö
Corrective Action
Set up the IP address correctly.
Set up the LPD print service correctly.
Refer to the Software Installation Guide to install UNIX/Linux filters.
Refer to the Software Installation Guide to configure the print queue.
Set up UNIX/Linux access for the equipment to enable other users to print from the Bourne shell.
Refer to your UNIX/Linux documentation for more information.
Try a remote ping from another server. If you can reach the equipment from that server, check for conflicts between the equipment and your current network segment.
Reload Daemon or restart the system.
Contact your service representative.
76 Printing Problems (Network Related)
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS
Network Fax (N/W-Fax) Driver Problems
This section describes the troubleshooting for the Network Fax (N/W-Fax) driver.
N/W-Fax Driver Installation Error Messages
For information on the installation of the N/W-Fax driver, refer to the Software Installation Guide.
Setup needs to copy Windows NT files
Problem description
The wrong port type was selected from the Printer Ports dialog.
Corrective action
1. Click Cancel until the Add Printer Wizard terminates.
2. Select [Add Printer] from the [File] menu in the Printers folder to start the Add Printer Wizard, and then perform the installation again.
3. When the screen for selecting a port is displayed, select [Local port] to add a printer.
Client software DVD now required
Problem description
When adding a new printer driver, the end user did not choose the Have Disk option; instead, the user selected the printer name from the Add Printer list.
Corrective action
1. Cancel the Add Printer Wizard.
2. Select [Add Printer] from the [File] menu in the printer folder to start the Add Printer Wizard, and perform the installation again.
3. When the screen for selecting a printer is displayed, select [Have Disk].
4. Select [Use Existing Driver] to add another copy of an existing driver or browse to the subdirectory that contains the appropriate *.inf file.
File *.DRV on client DVD could not be found
Problem description
When adding a new printer driver, the user did not choose the Have Disk option but selected the printer name from the
Add Printer list.
Corrective action
1. Cancel the Add Printer Wizard.
2. Select [Add Printer] from the [File] menu in the printer folder to start the Add Printer Wizard, and perform the installation again.
3. When the screen for selecting a printer is displayed, select [Have Disk].
4. Browse to the subdirectory that contains the appropriate *.inf file.
Network Fax (N/W-Fax) Driver Problems 77
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS
Location does not contain information about your hardware
Problem description
The path to the *.inf file selected during driver installation is too far away. In other words, there are too many characters in the directory path.
Corrective action
Copy the directory containing the *.inf file to the local drive and resume installation.
This port is currently in use
Problem description
The driver was either opened, printing a job, or in use by another printer or application, when you attempted to delete it.
Corrective action
Make sure all print jobs have been completed before deleting a port. If there are still problems, exit all applications and try again. Check each driver to see if another driver is using the same port. If so, first change the driver’s port setting and delete the port.
Problem with the current printer setup
Problem description
The driver was not set up properly, possibly because the installation procedure was not completed.
Corrective action
Delete the driver and either reinstall it from the Client Utilities/User Documentation DVD or download it from this equipment.
N/W-Fax Driver General Errors
“Could not connect to the MFP device” appears
Problem description
When users are trying to access to the properties of the N/W-Fax driver, an error message “Could not connect to the MFP device” appears.
Corrective action
Communication between the N/W-Fax driver and this equipment failed. Make sure that this equipment is operating. If not, turn its power ON.
Connect the N/W-Fax driver with this equipment through the TopAccess. If the connection fails, reboot the computer and this equipment.
The fax jobs are not listed on the “Logs - Transmission” screen in
TopAccess
Problem description
When confirming the fax job logs on the “Logs - Transmission” screen in TopAccess, the fax jobs that are sent are not displayed.
Corrective action
If the relevant fax job is not included in the Log list, your transmission job may not have been performed. In this case, search for jobs without the department code in the “JOB STATUS - FAX” on the control panel. Then select the relevant fax job and press the [SEND] button to resend it.
78 Network Fax (N/W-Fax) Driver Problems
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS
6.TROUBLESHOOTING FOR NETWORK CONNECTIONS
Fax transmission cannot be performed with a cover sheet
Problem description
In a N/W-Fax driver which is set to the IPP port, no cover sheet is output and an XL error occurs in the fax transmission when a printer driver whose file name consists of 54 letters or more is specified for the default printer and a Fax is sent with a cover sheet added from Microsoft Excel.
Corrective action
Set the file name of the printer driver in 30 letters or less.
Network Fax (N/W-Fax) Driver Problems 79
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS
Client Software Authentication Problems
Cannot log in using client software
Problem Description
I cannot log into the equipment using client software.
Corrective Action
If you cannot log into the equipment using client software, contact the administrator of the equipment. Since the user name and password registered in the client software are used for authentication in the case of automatic login, the log-in screen may not be displayed.
80 Client Software Authentication Problems
7.
CHECKING THE EQUIPMENT STATUS
WITH TopAccess
This chapter describes how to check the status of the equipment with TopAccess.
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess
Hardware Status Icons on TopAccess [Device] Tab
When the equipment requires maintenance or when an error occurs with the equipment, the icons indicating the status information appear near the graphic image of the equipment on the TopAccess [Device] tab. The following are the icons displayed and their descriptions.
For details of the [Device] tab of TopAccess, refer to the TopAccess Guide.
Printer Error 1
This icon indicates a non-recommended toner cartridge is used and that the equipment has stopped printing.
P.40 “Replacing a Toner Cartridge”
Printer Error 2
This icon indicates: y You need to remove paper from the exit tray of the equipment.
y
You need to remove paper from the receiving tray of the Finisher.
y You need to remove the staples jammed in the Finisher.
P.34 “Staple jam in the Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028”
y You need to remove the staples jammed in the Saddle Stitch unit.
P.37 “Staple jam in the saddle stitch unit”
y You need to clear the hole punch paper bits from the Hole Punch Unit.
P.50 “Cleaning the Hole Punch Dust Bin”
y The recommended toner cartridge is not being used.
P.40 “Replacing a Toner Cartridge”
y You tried to perform saddle stitching for a printing on mixed paper sizes.
y
The equipment cannot load paper from the drawer of the External Large Capacity Feeder.
y The equipment cannot eject the paper to the exit tray of the equipment.
Cover Open
This icon indicates the front cover is open.
Toner Empty
This icon indicates no toner is left. It also indicates which color is empty:
P.40 “Replacing a Toner Cartridge”
Waste Toner Full
This icon indicates the waste toner box is full and requires replacing.
82 Hardware Status Icons on TopAccess [Device] Tab
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess
7.CHECKING THE EQUIPMENT STATUS WITH TopAccess
Paper Empty
This icon indicates no paper is left in a drawer.
Refer to the Copying Guide.
Paper Misfeed
This icon indicates a paper misfeed occurred. It also indicates the location of the paper misfeed.
P.13 “Clearing a Paper Misfeed”
Staples Empty
This icon indicates no staples are left in the Finisher.
Call for Service
Contact your service representative to have the equipment inspected.
Hardware Status Icons on TopAccess [Device] Tab 83
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess
Error Messages
When a message appears on the [Device] Tab of TopAccess, see the table below for the corrective action.
Messages concerning color printing are displayed only on MFPs and copiers that support color printing.
TopAccess Message
Cover Open - Please Close Cover.
Paper Feeding Cover Open - Please Close Cover.
Transfer/Transport unit Cover Open - Please Close Cover.
Bypass Cover Open - Please Close Cover.
Exit Cover Open - Please Close Cover.
Toner Cover Open - Please Close Cover.
Platen Cover Open - Please Close Cover.
Lower Tray Transport Cover Open - Please Close Cover
Inserter Cover Open - Please Close Cover.
External Large Capacity Feeder Disconnect - Please Joint it to
Copier.
LCF Cover Open - Please Close LCF Cover.
Drawer 1 Open - Please Close Drawer 1.
Drawer 2 Open - Please Close Drawer 2.
Drawer 3 Open - Please Close Drawer 3.
Drawer 4 Open - Please Close Drawer 4.
Automatic Duplexing Unit Cover Open - Please Close Cover.
Relay Unit Cover Open - Please Close Cover.
Finisher Joint Cover Open - Please Close Cover.
Finisher Door Open - Please Close Door.
Lower Tray Delivery Cover Open - Please Close Cover
Lower Tray Front Cover Open - Please Close Cover
Punch Unit Front Cover Open - Please Close Cover
Hole Punch Unit Open - Please Close Cover.
Standard Output Tray Paper Full - Please Remove Paper.
Upper Tray Paper Full - Please Remove Paper.
Lower Tray Paper Full - Please Remove Paper.
Saddle Tray Full - Please Remove Paper.
Job Separator 1 Full - Please Remove Paper.
Job Separator 2 Full - Please Remove Paper.
Paper Empty in Drawer 1 - Please Add Paper.
Paper Empty in Drawer 2 - Please Add Paper.
Paper Empty in Drawer 3 - Please Add Paper.
Paper Empty in Drawer 4 - Please Add Paper.
Paper Empty in External Large Capacity Feeder - Please Add
Paper.
Paper Empty in Large Capacity Feeder - Please Add Paper.
Paper Misfeed in Job Separator - Please Clear Paper Path.
Paper Misfeed in Automatic Duplexing Unit - Please Clear Paper
Path.
Paper Insertion Misfeed - Please Clear Paper Path.
Paper Misfeed in Printer - Please Clear Paper Path.
Paper Misfeed in Finisher - Please Clear Paper Path.
Used Toner Container Full - Please Replace.
Staple Empty - Please Set Staple Cartridge
Corrective Action
Close the front cover.
Close the paper feeder cover.
Close the transfer/transport unit.
Close the bypass cover.
Close the exit cover.
Close the toner cover.
Close the platen cover.
Close the lower tray transport cover.
Close the Inserter cover.
Connect the External Large Capacity Feeder to the equipment.
Close the Large Capacity Feeder cover.
Close the drawer.
Close the drawer.
Close the drawer.
Close the drawer.
Close the automatic duplexing unit cover.
Close the Bridge Unit cover.
Close the Finisher joint cover.
Close the Finisher door.
Close the lower tray delivery cover.
Close the lower tray front cover.
Close the Punch unit front cover.
Close the Hole Punch Unit cover.
Remove the paper from the tray.
Remove the paper from the tray.
Remove the paper from the tray.
Remove the paper from the tray.
Remove the paper from the tray.
Remove the paper from the tray.
Set the paper in the drawer.
Set the paper in the drawer.
Set the paper in the drawer.
Set the paper in the drawer.
Set the paper in the External Large Capacity Feeder.
Set the paper in the Large Capacity Feeder.
Refer to the guidance on the touch panel to remove misfed paper.
Refer to the guidance on the touch panel to remove misfed paper.
Refer to the guidance on the touch panel to remove misfed paper.
Refer to the guidance on the touch panel to remove misfed paper.
Remove the misfed paper from the Finisher.
See P.13 “Clearing a Paper Misfeed”.
Replace the waste toner box.
Refill the Finisher staples.
See P.45 “Refilling Finisher MJ-1027 / Saddle Stitch Finisher
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7 CHECKING THE EQUIPMENT STATUS WITH TopAccess
TopAccess Message Corrective Action
Open the front cover, and clean the slit glass and main charger.
Toner Not Recognized - Please Check Toner.
Black Toner Empty - Please Install New Toner Cartridge.
Cyan Toner Empty - Please Install New Toner Cartridge.
Clean the slit glass and the main chargers.
Check and adjust the toner bottle.
Replace the black toner.
See P.40 “Replacing a Toner Cartridge”.
Replace the cyan toner.
See P.40 “Replacing a Toner Cartridge”.
Magenta Toner Empty - Please Install New Toner Cartridge.
Yellow Toner Empty - Please Install New Toner Cartridge.
Black Toner Near Empty - Please Prepare New Toner Cartridge.
Cyan Toner Near Empty - Please Prepare New Toner Cartridge.
Replace the magenta toner.
See P.40 “Replacing a Toner Cartridge”.
Replace the yellow toner.
See P.40 “Replacing a Toner Cartridge”.
Prepare the new toner cartridge.
Prepare the new toner cartridge.
Magenta Toner Near Empty - Please Prepare New Toner
Cartridge.
Prepare the new toner cartridge.
Yellow Toner Near Empty - Please Prepare New Toner Cartridge.
Prepare the new toner cartridge.
Confirm waste toner bottle is attached and close waste toner bottle cover.
Close duplexing unit cover
Close receiving tray low cover
Prepare new waste toner box
Fatal Error - Please Contact Service Technician.
Main Motor Error - Please Contact Service Technician.
Printer Input Error.
Scanner Error - Please Contact Service Technician.
Fuser Error - Please Contact Service Technician.
Confirm the waste toner box is securely attached and close the waste toner box cover.
Close the duplexing unit cover.
Close the low cover of the receiving tray.
Prepare a new waste toner box.
Contact your service representative.
Contact your service representative.
Contact your service representative.
Contact your service representative.
Contact your service representative.
Error Messages 85
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess
Error Codes
TopAccess has the pages for the job lists; print, transmission, reception, and scan jobs. The following error codes are shown on these pages in the [Logs] tab (successful jobs have no codes). These codes help you specify the cause of an error you might encounter.
Error codes concerning color printing are displayed only on MFPs and copiers that support color printing.
The error codes are also shown on the [LOG] window of the touch panel. See the following lists when you find an error code on the touch panel.
Error codes on print jobs
Error Code
4011
Problem Description
Job canceled
Power failure
4021
4031
4041
HDD full error
User authentication error
4042
Department code authentication error
4045
There is something wrong with the connection with the LDAP server or its authority setting.
The number of prints has become “0”
4111
4112
4113
4121
The number of prints has become “0”
The number of prints has become “0”
Job cancellation due to the external counter error
4211
4212
4213
4214
4221
4241
4242
4311
4312
Printing data storing limitation error e-Filing storing limitation error
File storing limitation error
Fax/iFax transmission failure
Private-print-only error
No Printer Kit/Printer Kit expired
No Scanner Kit/Scanner Kit expired
No authority to execute a job
Not authorized to store a file
Corrective Action
The job was canceled.
Check whether the power cable is connected properly and is inserted securely.
Delete unnecessary private print jobs and invalid department print jobs.
The user performing the printing has not been authenticated or registered. Perform user authentication or user registration.
Check the information about the department code registered in this equipment.
Ask your LDAP server administrator about it.
The number of prints specified in department and user management has become “0” at the same time. Set the number again or perform initialization.
The number of prints specified in user management has become “0”. Set the number again or perform initialization.
The number of prints specified in department management has become
"0". Perform initialization.
1. Put in a coin and perform printing again.
2. Insert a card and perform printing again or contact your administrator.
3. Insert the Key Counter and perform printing again.
4. Clear the Schedule Print setting and perform printing again.
Printing with the data being stored to the HDD temporarily (Proof print,
Private print, Scheduled print, etc.) cannot be performed. Use normal printing.
Printing with the data being stored to the HDD (print and e-Filing, print to e-Filing, etc.) cannot be performed. Use normal printing.
The file storing function is set to “disabled”. Check the setting of the equipment.
The Fax/iFax transmission or N/W-Fax/iFax function is set to “disabled”.
Check the setting of the equipment.
Jobs other than Private printing cannot be printed. Perform Private printing.
Install the Printer Kit or Printer/Scanner Kit correctly before printing.
Please register if the trial period of the Printer Kit or Printer/Scanner Kit has expired.
Although the Printer Kit is installed, the Scanner Kit is not installed; therefore, the Internet Fax function and Save as file function using the N/
W-Fax driver are not available. Install the Scanner Kit correctly and try again.
Please register if the trial period of the Scanner Kit has expired.
The user has not been authorized to perform this operation. Ask your administrator.
The user has not been authorized to perform this operation. Ask your administrator.
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Error Code
4313
Problem Description
Not authorized to store in e-Filing
4314
Not authorized to send a Fax/iFax
4321
4411
Not authorized to perform printing in the specified setting
Image data generation failure
4412
Double-sign encoding error
4611
Font download failure
4612
Font download failure
Font download failure
4613
4621 Downloaded font deletion failure
Corrective Action
The user has not been authorized to perform this operation. Ask your administrator.
The user has not been authorized to perform this operation. Ask your administrator.
The user has not been authorized to perform this operation. Ask your administrator.
Check if the file to be printed is broken. Perform printing again or use another printer driver.
A double-sign encoding error occurred because the PDF file is encrypted in unsupported script. Printing the file in this function is impossible.
Since the available number of fonts is exceeded, the font cannot be registered. Delete at least one font.
Since there is no space in HDD, the font cannot be registered. Delete at least one font.
Since an error has occurred, the font cannot be registered. Perform downloading again or regenerate the font data first.
Check if the font to be deleted is registered.
Error codes on transmission and reception
Error Code
0012
0013
0020
0030
Problem Description
Original misfeed
Door open
Power interruption
Interruption by paper misfeeds during direct transmission
Polling Error
0033
0042
0050
0053
00B0-
00B500C0-
00C400D0-
00D2
Memory full
Line busy
Security Mismatch in Relay or Mail Box transmission
Signal Error or Line Condition Error
00E8
HDD error
00F0
Software failure
00F1
Hardware noise
1C10
System access abnormality
Insufficient memory
1C11
1C12
1C13
1C14
Message reception error
Message transmission error
Invalid parameter
1C15
Exceeding file capacity
1C30-1C33
Disk access error
1C40
Image conversion abnormality
Corrective Action
Remove the misfed original.
Firmly close the open door.
Check the power interruption report.
Remove the misfed paper and reattempt the transmission.
Check polling options setup (Security Code, etc.), and check whether the polling document exists.
Make sure that there is sufficient memory before making the call again.
Reattempt the communications.
Confirm the remote party’s Security Code, system password and your setup.
Reattempt the communications.
Reattempt the communications. If the error still persists, contact your service representative.
Reattempt the communications. If the error still persists, contact your service representative.
Reattempt the communications. If the error still persists, contact your service representative.
Turn the power OFF and then back ON. Perform the problem job again. If the error still persists, contact your service representative.
Complete any running jobs first before performing the job in error. If the error still persists, turn the power OFF and then back ON, and try again.
Turn the power OFF and then back ON. Perform the job in error again.
Turn the power OFF and then back ON. Perform the job in error again.
If a template is being used, create it again. If the error still persists, turn the power OFF and then back ON, and try again.
Ask your administrator to change the “Fragment Page Size” setting for the Internet Fax setting, or reduce the number of pages and try again.
Complete any running jobs first before performing the job in error. If the error still persists, turn the power OFF and then back ON, and try again.
Turn the power OFF and then back ON. Perform the job in error again. If the error still persists, contact your service representative.
Error Codes 87
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Error Code Problem Description
HDD full failure during processing
1C60
Address Book reading failure
1C61
1C63
1C64
1C65
1C66
1C69
Terminal IP address unset
Terminal mail address unset
SMTP address unset
Server time-out error
SMTP server connection error
Terminal mail address error
1C6B
Destination mail address error
1C6C
1C6D
1C70
System error
SMTP client OFF
1C71
SMTP authentication error
POP Before SMTP error
1C72
1CC0
1CC1
3A10
3A20
3A30
3A40
Job canceled
Power failure
MIME format error
Email process error
Partial Email timeout error
Invalid partial Email received
HDD full error
3A50
3A70
3C20
Interrupt partial Email reception
3A80
3B10
Partial Email disabled
Email format error
Content-Type error
3B20
3B40
3C10, 3C13
Email decode error
TIFF analysis error
TIFF compression error
TIFF resolution error
3C30
3C40
3C50
TIFF paper size error
Offramp transmission error
Corrective Action
Reduce the number of pages of the job in error and perform it again.
Check whether the server or local disk has sufficient space in its disk capacity.
Turn the power OFF and then back ON. Perform the job in error again.
Reset the data in the Address Book and perform the job again. If the error still persists, contact your service representative.
Ask your administrator to set the IP address of the equipment.
Ask your administrator to set the Email address of the equipment.
Ask your administrator to set the SMTP server address.
Check whether the SMTP server is operating properly.
Ask your administrator to set the login name or password of the SMTP server and try again. Check whether the SMTP server is operating properly.
Ask your administrator to check the SMTP Authentication method or if there is an unpermitted character in the Terminal mail address. Set the correct SMTP Authentication method or delete the unpermitted character in the Terminal mail address.
Check if there is an unpermitted character in the Destination Email address. Delete the unpermitted character and reset the appropriate
Destination Email address, then try again.
Turn the power OFF and then back ON. Perform the job in error again. If the error still occurs, contact your service representative.
Ask your administrator to enable the SMTP Client and perform the job again.
Confirm that the login name and password are correct. If SSL is enabled, make sure that SSL port number is correctly set.
Confirm that the POP Before SMTP settings and POP3 settings are correct.
The job was canceled.
Check whether the power cable is connected properly and is inserted securely. Check whether the power voltage is unstable.
Ask the sender to resend the Email in the MIME1.0 format.
Ask the sender to resend the Email.
Ask the sender to resend the Email, or change the Partial Wait time setting.
Ask the sender to resend the partial Email in the RFC2046 format.
Ask the sender to resend the Email by separating it into several Emails. If this error occurs due to running out of paper and too many waiting jobs being stored in the hard disk, add paper to activate the other jobs.
Ask your administrator to enable the Enable Partial Email setting and ask the sender to resend the Email.
Ask your administrator to enable the Enable Partial Email setting and ask the sender to resend the Email.
Ask the sender to resend the Email.
Ask the sender to resend the Email with attached files that are TIFF format.
Ask the sender to resend the Email.
Ask the sender to resend the Email with attached files that are TIFF format.
Ask the sender to resend the Email with attached TIFF files in the MH,
MR, MMR, or JBIG compression.
Ask the sender to resend the Email with attached TIFF files whose resolution is either 200 x 100, 200 x 200, 200 x 400, 300 x 300, or 400 x
400 dpi.
Ask the sender to resend the Email with attached TIFF files that can be printed on paper permitted for the equipment.
Ask the sender to specify the correct fax numbers and resend the Email.
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7.CHECKING THE EQUIPMENT STATUS WITH TopAccess
Error Code
3C60
3C70
3C90
3D10
3D20
3D30
3E10
3E20
3E30
3E40
3F10, 3F20
Problem Description Corrective Action
Offramp security error
Power failure Confirm that the job is recovered or not. If not, ask the sender to resend the Email.
Confirm if the Fax Send Function of MFP setting is disable or not.
OffRamp Fax transmission disable error
Destination address error
Exceeding maximum offramp destinations Ask the sender to specify up to 40 destinations for one offramp gateway job. The equipment cannot perform offramp gateway transmission for more than 40 destinations.
Fax unit is not installed
POP3 server communication error
Ask your administrator whether the DNS and mail server settings are correctly set. If they are, ask the sender to confirm that the destination address is correct.
Make sure that the Fax unit is installed, or connected correctly.
Ask your administrator whether the POP3 server address is correctly set, and whether the POP3 server works properly. If SSL is enabled, make sure that SSL port number is correctly set.
POP3 server communication timeout
Confirm that the specified fax numbers are registered in the address book of the equipment. If not, register the fax numbers in the address book and ask the sender to resend the Email with the correct fax numbers.
POP3 login error
POP3 login type error
File I/O error
Ask your administrator whether the POP3 server works properly and the
LAN cable is connected to the server.
Ask your administrator whether the POP3 user name and password are set correctly.
Ask your administrator whether the POP3 login type (Auto, POP3, APOP) is set correctly.
Ask the sender to resend the Email. If the error still occurs, contact your service representative.
Error codes on scan jobs
The error indications on scan jobs are done as follows: y On TopAccess log list, messages indicating the status are displayed.
y On the touch panel of the equipment, error codes are displayed. See the listings below.
Problem Description Corrective Action Error Code
2C10, 2C12,
2C13,
2C20-2C22
Wrong Job status
2C11
2C14
2C15
2C30-2C33
2C40
2C43
Not enough memory
Invalid parameter specified
Mail size exceeded limit or maximum size
Disk access error
Failed to convert image file format
Encryption error. Failure to create a file
A system error has occurred during the sending of an
Email. Try it again. If the error still persists, contact your service representative.
Complete any running jobs first before reperforming the job in error. If the error still persists, turn the power OFF and then back ON, and then try again.
If you are using a template, create it again. If the error still persists, turn the power OFF and then back ON, and then try again.
You are sending too many documents at a time. Send them separately.
Complete any running jobs first before reperforming the job in error. If the error still persists, turn the power OFF and then back ON, and then try again.
This error occurs when conversion to a highly compressed PDF format fails. Do the scanning again. If the error still persists, Use the normal PDF format.
When this error occurs in conversion other than to a highly compressed PDF format, turn the power OFF and then back ON. Then try to scan again. If the error still persists, contact your service representative.
If the error still persists after reattempting, turn the power OFF and then back ON. Then make another effort.
Error Codes 89
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess
Error Code
2C44
Problem Description
Creating a file was not allowed
Failure in making meta data
2C45
HDD full failure during processing
2C60
Failure to read Address Book
2C61
2C63
2C64
2C65, 2C66,
2C69
2C6A
Terminal IP address unset
Terminal mail address unset
Failure to connect to SMTP server
Failure to send Email message
Invalid address specified in From: field
2C6B
Invalid address specified in To: field
2C6C
2C70
2C71
2C72
2CC0
2CC1
Save as File
2D10, 2D12,
2D13
POP Before SMTP error
Job canceled
Power failure occurred
Wrong Job status
Not enough memory
2D11
Invalid parameter specified
2D14
SMTP service is not available
SMTP authentication error
2D15
Exceeding maximum file capacity
Failure to create directory
2D30
Corrective Action
Creating an unencrypted file was not allowed.
Configure the encryption settings and try again. To create an unencrypted file, consult the administrator.
Make sure that the template setting is correct, and do the scanning again. If the error still persists, turn the power OFF and then back ON, and then try again.
Reduce the number of pages of the problem job and try again. Check whether the server or local disk has sufficient space in its capacity.
Turn the power OFF and then back ON. Try the problem job again. Reset the data in the Address Book and reattempt it. If the error still persists, contact your service representative.
Ask your administrator to set the IP address of the equipment.
Ask your administrator to set the Email address of the equipment.
Make sure that the SMTP server is correctly working or the SMTP server address has been set correctly.
Turn the power OFF and then back ON. Try scanning again. If the error still persists, contact your service representative.
Ask your administrator to check the SMTP
Authentication method or if there is an unpermitted character in the Terminal mail address. Set the correct
SMTP Authentication method or delete the unpermitted character in the Terminal mail address.
Make sure that there is no unpermitted character in the
Destination mail address. Delete any unpermitted character and reset the appropriate Destination mail address, then try again.
Ask your administrator whether the SMTP service is enabled.
Confirm that the login name and password are correct.
If SSL is enabled, make sure that the SSL port number is correctly set.
Confirm that the POP Before SMTP settings and POP3 settings are correct.
The job was canceled.
Make sure that the power cable is connected properly and is inserted securely. Resend the job.
Turn the power OFF and then back ON. Try it again. If the error still persists, contact your service representative.
Wait for a while and try again. If the error still persists, turn the power OFF and then back ON, and make another effort.
If you are using a template, create it again. If the error still persists, turn the power OFF and then back ON, and then try again.
Divide the file into several files, or try again in a singlepage format.
Make sure that the access privilege to the storage directory is writable and also that the disk in the directory has enough space, and then try again. If more than one job is performed simultaneously, the error may occur because the disk temporarily runs out of space. In this case, wait for a while and try again. If the error still persists, turn the power OFF and then back ON, and make another effort.
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7.CHECKING THE EQUIPMENT STATUS WITH TopAccess
Error Code
2D31, 2D33
2D32
2D40
2D43
2D44
2D45
2D62
2D63
2D64
2D65
2D66
2D67
2D68
2D69
2DA6
2DA7
2DC0
2DC1
Store to USB
2E10, 2E12,
2E13
Problem Description
Failure to create file
Failure to delete file
Failure to convert image file format
Encryption error. Failure to create a file
Creating a file was not allowed.
Failure in making meta data
Failure to connect to network destination Check destination path.
Specified network path is invalid. Check destination path.
Log on to file server failed. Check user name and password.
There are too many documents in the folder. Failure in creating a new document
HDD full failure during processing
FTP service is not available
File Sharing service is not available
NetWare service is not available
Failure to delete file
Failure to acquire resource
Job canceled
Power failure occurred
Wrong Job status
Corrective Action
Make sure that the access privilege to the storage directory is writable and also that the disk in the directory has enough space, and then try again. If more than one job is performed simultaneously, the error may occur because the disk temporarily runs out of space. In this case, wait for a while and try again. If the error still persists, turn the power OFF and then back ON, and make another effort.
Make sure that the access privilege to the storage directory is writable and then try the job again. If the error still persists, turn the power OFF and then back
ON, and then make another effort.
This error occurs when conversion to a highly compressed PDF format fails. Do the scanning again. If the error still persists, Use the normal PDF format.
When this error occurs in conversion other than to a highly compressed PDF format, turn the power OFF and then back ON. Then try to scan again. If the error still persists, contact your service representative.
If the error still persists after reattempting, turn the power OFF and then back ON. Then make another effort.
Creating an unencrypted file was not allowed.
Configure the encryption settings and try again. To create an unencrypted file, consult the administrator.
Make sure that the template setting is correct, and do the scanning again. If the error still persists, turn the power OFF and then back ON, and then try again.
Make sure that the network folder is shared in your network and try scanning again. If the error still persists, ask your administrator to check whether the IP address or path of the server is correct. Also make sure that the server is operating properly.
Make sure that you specify the correct network folder and try scanning again.
Make sure that you specify the correct user name and password to log on the file server, or you specify the correct file server. Then try scanning again.
Delete the data in the local storage folder in the equipment and try scanning again.
Reduce the number of pages of the problem job and try again. Check whether the server or local disk has sufficient space in its capacity.
Ask your administrator whether the FTP service is configured correctly.
Ask your administrator whether the SMB protocol is enabled.
Ask your administrator whether the NetWare protocol is enabled.
Delete the files in the shared folder with Explorer, turn the power OFF and then back ON, and reattempt the problem job. If the error still persists, contact your service representative.
Turn the power OFF and then back ON. Try the problem job again. If the error still persists, contact your service representative.
The job was canceled.
Make sure that the power cable is connected properly and is inserted securely. Resend the job.
Turn the power OFF and then back ON. Try the problem job again. If the error still persists, contact your service representative.
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Error Code
2E11
2E14
2E15
2E30
2E31, 2E33
2E32
2E40
2E43
2E44
2E45
2E65
2E66
Problem Description
Not enough memory
Invalid parameter specified
Exceeding maximum file capacity
Failure to create directory
Failure to create file
Failure to delete file
Failure to convert image file format
Encryption error. Failure to create a file
Creating a file was not allowed
Failure in making meta data
There are too many documents in the folder. Failure in creating a new document
HDD full failure during processing
2EC0 Job canceled
Power failure occurred
2EC1
Remote Scan, WS Scan, File Downloader
Failure to acquire resource
2A20
Corrective Action
Wait for a while and try again. If the error still persists, turn the power OFF and then back ON, and make another effort.
If you are using a template, create it again. If the error still persists, turn the power OFF and then back ON, and then try again.
Divide the file into several files, or reattempt in a singlepage format.
Make sure that the access privilege to the storage directory is writable and also that the disk in the directory has enough space, and then try again. If more than one job is performed simultaneously, the error may occur because the disk temporarily runs out of space. In this case, wait for a while and try again. If the error still persists, turn the power OFF and then back ON, and make another effort.
Make sure that the access privilege to the storage directory is writable and also that the disk in the directory has enough space, and then try again. If more than one job is performed simultaneously, the error may occur because the disk temporarily runs out of space. In this case, wait for a while and try again. If the error still persists, turn the power OFF and then back ON, and make another effort.
Turn the power OFF and then back ON. Try the problem job again. If the error still persists, contact your service representative.
This error occurs when conversion to a highly compressed PDF format fails. Do the scanning again. If the error still persists, Use the normal PDF format.
When this error occurs in conversion other than to a highly compressed PDF format, turn the power OFF and then back ON. Then try to scan again. If the error still persists, contact your service representative.
If the error still persists after reattempting, turn the power OFF and then back ON. Then make another effort.
Creating an unencrypted file was not allowed.
Configure the encryption settings and try again. To create an unencrypted file, consult the administrator.
Make sure that the template setting is correct, and do the scanning again. If the error still persists, turn the power OFF and then back ON, and then try again.
Delete the data in the local storage folder in the equipment and try scanning again.
Reduce the number of pages of the problem job and try again. Check whether the server or local disk has sufficient space in its capacity.
The job was canceled.
Make sure that the power cable is connected properly and is inserted securely. Resend the job.
2A31
2A40
2A50
2A51
WS Scan function is not available
System fatal error
Job canceled.
Power failure occurred
Reattempt the problem job. If the error still persists, turn the power OFF and then back ON, and make another effort.
Check if the WS Scan function is enabled. If not, change it to “enabled”.
Turn the power OFF and then back ON. Try scanning again.
The job was canceled.
Make sure that the power cable is connected properly and is inserted securely. Resend the job.
92 Error Codes
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7.CHECKING THE EQUIPMENT STATUS WITH TopAccess
Error Code Problem Description
Authentication for WS Scan failed
2A60
2A70
2A71
2A72
Store to e-Filing
Insufficient permission to execute RemoteScan
Insufficient permission to execute WS Scan
Insufficient permission to access e-Filing box using scan utility
Job status failed
2B11
Failure to access file
2B20
2B30
Insufficient disk space
Failure to access Electronic Filing
2B31
Failure to process image
2B50
Failure to process print image
2B51
2B71
2B80
2B90
The storage period of e-Filing documents will expire
The HDD for storing e-Filing data is running out of space.
Insufficient memory
Invalid box password specified
2BA0
Incorrect paper size, color mode or resolution
2BA1
2BB0
2BB1
Job canceled
Power failure occurred
System fatal error
2BC0
2BD0
Power failure occurred during e-Filing restore
2BE0
Failure to obtain the machine parameters
2BF0
Reached the maximum number of pages
2BF1
2BF2
Network Settings
Reached the maximum number of documents
Reached the maximum number of folders
Corrective Action
When Fax & Scan of Windows is used with the WIA driver, check if the user name for the login is registered.
When the control panel or EWB of the equipment is used, check if the user name for the login is registered.
Check if the user is authorized to perform this job.
Check if the user is authorized to perform this job.
Check if the user is authorized to perform this job.
Turn the power OFF and then back ON. Try the problem job again. If the error still persists, contact your service representative.
Turn the power OFF and then back ON. Try the problem job again. If the error still persists, contact your service representative.
Delete unnecessary documents in e-Filing and try again.
Turn the power OFF and then back ON. Retry the job in error. Delete the specified e-Filing or folder and reset them. If the specified e-Filing or folder cannot be deleted, contact your service representative.
Turn the power OFF and then back ON. Try scanning again. If the error still persists, contact your service representative.
Make sure that the Function List can be printed out. Try printing again. If the error still persists, contact your service representative.
Check whether any necessary documents are stored in e-Filing. The documents will be deleted in a few days.
Delete all unnecessary documents in e-Filing.
Turn the power OFF and then back ON. Try scanning again. If the error still persists, contact your service representative.
Make sure that the password is correct and try scanning again, or first reset the password and then reattempt the scan. When this error occurs in the printing of the data in e-Filing, do this with the administrator’s password. If recovery is still not completed or in case of an invalid password for the operation of other printing
(opening the file, etc.), contact your service representative.
This size, color mode or resolution is not supported by e-Filing. Please check the paper size, color mode or resolution.
The job was canceled.
Make sure that the power cable is connected properly and is inserted securely. Resend the job.
Turn the power OFF and then back ON. Try scanning again. If the error still persists, contact your service representative.
Make sure that the power cable is connected properly and is inserted securely. Resend the job.
Turn the power OFF and then back ON. Try scanning again.
Reduce the number of pages of the job in error and perform the job again.
Delete the documents from the boxes or folders.
Delete the folders from the boxes.
Error Codes 93
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess
Error Code Problem Description
Syntax error, command unrecognized
2500
Syntax error in parameters or arguments
2501
Bad sequence of commands
2503
Command parameter not implemented
2504
Mailbox unavailable
2550
User not local
2551
Insufficient system storage
2552
2553
Mailbox name not allowed
Corrective Action
Check whether the Terminal mail address and
Destination mail address are correct. Check whether the mail server is operating properly. Turn the power
OFF and then back ON. Try the problem job again.
Check whether the Terminal mail address and
Destination mail address are correct. Check whether the mail server is operating properly. Turn the power
OFF and then back ON. Try the problem job again.
Check whether the mail server is operating properly.
Turn the power OFF and then back ON. Try the problem job again. If the error still persists, contact your service representative.
Check whether the mail server is operating properly.
Turn the power OFF and then back ON. Try the problem job again. If the error still persists, contact your service representative.
Confirm that the destination Email addresses are correct. Check the access privilege for the mailbox in the mail server.
Confirm that the destination Email addresses are correct. Check whether the mail server is operating properly.
The file is too large for the mailbox. Confirm the mailbox size on the mail server. Transmit again in text mode or with a lower resolution. If the error still persists, divide the document and transmit again.
Check if there is an unpermitted character in the mailbox name in the mail server.
94 Error Codes
8.
WHEN SOMETHING IS WRONG WITH THE
EQUIPMENT
Try the troubleshooting tips in this chapter when you think there is something wrong with the equipment.
This chapter also describes the daily care for the equipment.
8 WHEN SOMETHING IS WRONG WITH THE EQUIPMENT
When You Think Something Is Wrong With the Equipment
If you think there is something wrong with the equipment, check the following items.
y To see the functions of the equipment such as copy or print, refer to their operator’s manuals (the Copying Guide and the Printing Guide respectively).
y Checking the operations or procedures may help you solve the problems. When you have what is not clear in operating the equipment or you think something is wrong with it, the operator’s manual for the function you are using will be helpful.
General operations
Problem Description
The equipment does not work at all.
No icons or signs are displayed on the touch panel.
(The MAIN POWER lamp, the
ON/OFF lamp and the [ENERGY
SAVER] button light.)
No icons or signs are displayed on the touch panel.
(Only the MAIN POWER lamp lights.)
Cause Corrective Action
The power cord is not securely inserted into the outlet.
Insert the power cord into the outlet until it comes to a stop.
The equipment is in the Sleep mode.
Press any of the [START], [COPY], [e-FILING], [SCAN],
[PRINT], [FAX] and [ENERGY SAVER] buttons to clear the Sleep mode.
Refer to the Quick Start Guide.
The touch panel is dim.
The button does not respond to my operation.
(“Saving energy Press START button” appears on the touch panel.)
The button does not respond to my operation.
(The MAIN POWER lamp, the
ON/OFF lamp and the [ENERGY
SAVER] button light.)
The button does not respond to my operation.
(Only the MAIN POWER lamp lights.)
The window “Enter Department
Code” appears.
The window “Enter the user name and Password” appears.
A message is displayed on the touch panel.
The power of the equipment is not turned ON.
The equipment is in the Super Sleep mode.
The contrast of the touch panel is adjusted lower.
The equipment is in the energy saving mode.
The power of the equipment is not turned ON.
The equipment is in the Super Sleep mode.
The equipment is managed under the department management function.
The equipment is managed under the user management function.
Some trouble occurred in the equipment (or the message is displayed just for an ordinary operation).
Press and hold the [POWER] button until the ON/OFF lamp lights.
Press and hold the [POWER] button until the ON/OFF lamp lights to clear the Super Sleep mode.
Refer to the Quick Start Guide.
Adjust the contrast lighter.
Refer to the MFP Management Guide.
Press any of the [START], [COPY], [e-FILING], [SCAN],
[PRINT], [FAX] and [ENERGY SAVER] buttons to clear the energy saving mode.
Refer to the Quick Start Guide.
The equipment is in the Sleep mode.
Press any of the [START], [COPY], [e-FILING], [SCAN],
[PRINT], [FAX] and [ENERGY SAVER] buttons to clear the Sleep mode.
Refer to the Quick Start Guide.
Press and hold the [POWER] button until the ON/OFF lamp lights.
Press and hold the [POWER] button until the ON/OFF lamp lights to clear the Super Sleep mode.
Refer to the Quick Start Guide.
Enter your department code. If you do not know it, contact the administrator of the equipment.
Enter your user name and password. If you do not know them, contact the administrator of the equipment.
See the meaning of the message referring to the listing below.
P.10 “Messages Displayed on the Touch Panel”
96 When You Think Something Is Wrong With the Equipment
8 WHEN SOMETHING IS WRONG WITH THE EQUIPMENT
8.WHEN SOMETHING IS WRONG WITH THE EQUIPMENT
Originals and paper
Problem Description
The original is misfed.
Paper is misfed.
Cause
The original is unavailable on the equipment.
The paper is unavailable on the equipment.
The paper size setting registered for the equipment is inconsistent with paper in a drawer or on the bypass tray.
The stack of paper exceeds the loading line indicated on the side guide.
There is too little or too much clearance between the paper and the side guide of the drawer.
Hidden misfed paper has not been removed.
Corrective Action
Check whether the original is available on the equipment.
For details, refer to Chapter 2 of the Copying Guide.
Check whether the paper is available on the equipment.
For details, refer to Chapter 1 of the Copying Guide.
Match the size of the paper placed in the drawer or on the bypass tray and the size registered on the equipment.
For Details, refer to Chapter 1 and 2 of the Copying
Guide.
Remove some paper to set it within the height limit line indicated on the side guide.
Adjust the space between the paper and the side guide or the end guide not to take much space.
For details, refer to Chapter 1 of the Copying Guide.
Check the sign again on the touch panel to see where the misfeed occurred.
P.13 “Clearing a Paper Misfeed”
Loosen the stack of paper well and set them again.
Two or more sheets of paper are fed together.
Sheets of paper are stuck together.
Sheets do not align when exiting.
Sheets are placed in the drawer with the wrong side up.
Check the printing side of the sheets and place them correctly. Information about the printing side may be given on the wrapping paper of the sheets.
If you cannot find which side is the printing side, try printing on both sides to see if the sheets align when exiting.
When You Think Something Is Wrong With the Equipment 97
8 WHEN SOMETHING IS WRONG WITH THE EQUIPMENT
Regular Maintenance
We recommend that you clean the following portions weekly so that the originals can always be scanned in unsoiled conditions.
y Be careful not to scratch the portions when cleaning them.
y When cleaning the surface of the equipment, do not use such organic solvents as thinner or benzine.
- This could warp the shape of the surface or leave it discolored.
- When using a chemical cleaning pad to clean it, follow the instructions.
3
1
2
4
1. Scanning area (surface of the long rectangular glass) / 2. Original glass
Wipe it with the accessory cloth or a soft dry cloth. If there are still stains remaining, wipe clean with a piece of soft cloth which has been moistened with water and then squeezed well. Do not use liquids other than water (such as alcohol, organic solvents or neutral detergent).
3. Guide / 4. Platen sheet
Clean the surface as follows depending on the extent of the staining.
y Clean it with a soft cloth.
y
Clean it with a soft cloth lightly moistened with water.
y Clean it with a soft cloth lightly moistened with alcohol, and then wipe with a dry cloth.
y
Clean it with a soft cloth lightly moistened with watered-down neutral detergent, wipe with a cloth moistened with water, and then wipe with a dry cloth.
98 Regular Maintenance
INDEX
A
AppleTalk print
..........................................................60
C
Cleaning hole punch dust bin
.................................................50
regular maintenance
...............................................98
Clients
......................................................................61
Command line option
.................................................58
Copying blurred image
.........................................................52
copying stops
.........................................................52
density
...................................................................52
image missing
........................................................52
setting functions
......................................................52
skewed image
........................................................52
stained image
.........................................................52
streaked image
.......................................................53
D
Department code
.......................................................96
[Device Settings] tab
..................................................59
Document password
...................................................57
E
e-Filing Web Utility contents frame
........................................................66
error messages
......................................................67
session ends
..........................................................66
sub windows
..........................................................66
Energy saving mode
...................................................96
Error codes
...............................................................86
print jobs
................................................................86
scan jobs
...............................................................89
transmission and reception
......................................87
Error messages e-Filing Web Utility
..................................................67
TopAccess
.............................................................84
touch panel
............................................................10
H
Hardware problems
....................................................62
I
Icons on TopAccess call for service
........................................................83
cover open
.............................................................82
paper empty
...........................................................83
paper misfeed
........................................................83
printer error 1
.........................................................82
printer error 2
.........................................................82
staples empty
.........................................................83
toner empty
............................................................82
waste toner full
.......................................................82
IPP print
....................................................................75
L
LDAP authentication
...................................................73
LDAP search
.............................................................73
Local Discovery
.........................................................71
Locating the equipment
....................................... 70
LPR print
............................................................ 60
N
N/W-Fax driver
..........................................................77
“Near Empty” toner cartridge - replacing
Network Fax driver
.................................................... 77
Novell print
............................................................... 75
P
Paper misfeed
.......................................................... 13
caused by a wrong paper size setting
locating
................................................................. 13
occurs frequently
................................................... 15
tips on removing the misfed paper
........................... 14
Paper misfeed - clearing bypass tray
............................................................ 18
drawer of the tandem large capacity feeder
drawers
................................................................. 17
External Large Capacity Feeder
.............................. 19
Finisher
................................................................. 20
Hole Punch Unit
..................................................... 20
Inserter
................................................................. 20
inside of the equipment
........................................... 25
Reversing Automatic Document Feeder (lower)
Reversing Automatic Document Feeder (upper)
ping command
.......................................................... 72
Port printer driver
.......................................................... 58
Print job errors
.......................................................... 56
Printer configuration - retrieving
.................................. 59
Printing environment
Linux
.................................................................... 76
Macintosh
............................................................. 76
NetWare
............................................................... 75
Novell print
............................................................ 60
UNIX
.................................................................... 76
Windows
......................................................... 74
Printing problems (network related)
............................. 74
Private print job
......................................................... 57
R
Raw TCP print
.......................................................... 74
Regular maintenance
................................................ 98
S
Scan data e-mailing scan data
................................................ 64
saving in the shared folder
...................................... 64
Sleep mode
.............................................................. 96
SMB print
........................................................... 60
Staple jam - clearing
Finisher MJ-1027
................................................... 34
Saddle Stitch Finisher MJ-1028
............................... 34
Saddle Stitch Finisher MJ-1029
............................... 35
saddle stitch unit
.................................................... 37
Staples - refilling
....................................................... 45
Finisher MJ-1027
................................................... 45
Saddle Stitch Finisher MJ-1028
............................... 45
Saddle Stitch Finisher MJ-1029
............................... 46
saddle stitch unit
.................................................... 48
Super Sleep mode
.................................................... 96
T
Toner cartridge - “Near Empty” message
Toner cartridge - replacing
......................................... 40
U
User information
....................................................... 96
INDEX 99
100 INDEX
DP-5560/6560/7560/8560
OME110062C0
MULTIFUNCTIONAL DIGITAL SYSTEMS
Troubleshooting Guide
1-11-1, OHSAKI, SHINAGAWA-KU, TOKYO, JAPAN
©2011 - 2013 TOSHIBA TEC CORPORATION All rights reserved
R110620K0903-TTEC
Ver03 F 2013-01
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