4
Troubleshooting
Introduction 51
Introduction
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This chapter is your guide for resolving problems that might occur while you are using the HP Digital Sender 8100C. The chapter is divided into the following sections:
Clearing paper jams. See page 52 .
Troubleshooting the digital sender. See page 56 .
Typically, messages appear on the control panel when there are problems. These messages usually require some action before sending can continue. In this chapter, you can find recommended actions to resolve problems associated with these error messages.
Also, if you are a registered user, check your e-mail for an error message.
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Clearing paper jams
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When you have a paper jam, the control panel displays this message: Paper Jam
Detected! Clear jam and press OK.
Or Press HELP for instructions . Use the appropriate procedure below to clear the jam.
To clear jams at the start of a page
CAUTION
Only remove jams after raising the control panel. Removing jammed paper with the control panel in its normal position can damage it.
1 Move the document lever to the number 1 position.
2 While holding down on the document input tray, raise the control panel.
3 Remove the jammed paper.
4 Remove the document from the
ADF.
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Clearing paper jams 53
5 Press down firmly on both sides of the control panel until both sides click.
6 Smooth the jammed page, place it on top of the document stack, and reload the document.
7 Move the document lever to the number 3 position.
8 The destinations to which you were sending are still set in the digital sender. Press to begin sending the document again.
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To clear jams at the end of a page
1 Move the document lever to the number 1 position.
2 While holding down on the document input tray, raise the control panel.
3 While holding the document output tray down, raise the document input tray (and the control panel).
4 Remove the jammed paper.
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Clearing paper jams 55
5 Close the ADF unit and control panel. Press each down firmly until it clicks.
6 After removing the stack from the
ADF, smooth the jammed page, add it to the top of the stack, and reinsert the stack.
7 Move the document lever to the number 3 position.
8 The destinations to which you were sending are still set in the digital sender. Press to begin sending the document again.
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Troubleshooting the digital sender
Note
Troubleshooting for the digital sender is divided into two sections,
General digital sender troubleshooting and Control panel messages.
General digital sender troubleshooting includes problems that might occur that do not generate error messages.
As a general rule for all problems, check the control panel for relevant messages. See
“Control panel messages” on page 59 .
General digital sender troubleshooting
Use the table below to solve common problems encountered while using the digital sender. The control panel does not display a message for these types of problems. If the control panel is displaying
a message, see “Control panel messages” on page 59 .
General digital sender troubleshooting
Problem
Digital sender is not sending documents.
Control panel is not working.
Digital sender does not accept your password.
Image quality is poor.
Actions
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Make sure the power cord is securely connected to the digital sender and is plugged into the power outlet.
Make sure the digital sender is turned on.
Make sure that if you are using the ADF that the document lever is in the correct position. See
“To load a document in the ADF” on page 18 .
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Make sure the power cord is plugged into the power outlet and the power outlet is receiving power.
Make sure the control panel cable is securely connected.
Check the control panel contrast. You can change the contrast if needed using S HIFT + A LT + or S HIFT + A LT + .
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Verify that you are using the correct password.
Passwords are case-sensitive. Make sure you enter your password with the correct combination of uppercase and lowercase letters.
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If scanned pages are blank, white, or have repeated vertically striped patterns, make sure that a page is not already on the glass.
Make sure that the document you are trying to send is placed face up in the
ADF or face down on the glass.
If you are using the ADF, the ADF window may need to be replaced. See the administrator guide for instructions.
Make sure the glass is clean. If the glass is dirty, clean it with a dry, soft cloth.
If the problem is with the image quality of jobs sent to a printer, check the settings at the printer.
Troubleshooting the digital sender
General digital sender troubleshooting (continued)
Problem Actions
When using the ADF, the digital sender does not feed the document at all.
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Ensure that the document lever is being used correctly. Otherwise, the
digital sender scans the glass instead of the item in the ADF. See “To load a document in the ADF” on page 18
.
The control panel or document input tray may not be securely latched.
While holding down on the document output tray, raise the document input tray and then lower it into place, pressing firmly. Then, raise the control panel and lower it until both sides snap into place.
When using the ADF, the digital sender is feeding multiple sheets, skewing pages, or jamming frequently.
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If the pages look like they skewing as they feed into the ADF, this is normal.
Send an e-mail to yourself to check that the resulting document is not skewed.
Make sure the left edge of the document is placed against the left side of the document input tray.
The maximum number of pages the ADF can hold is 25, depending on the type of media being loaded.
The maximum number of pages the output tray can hold is 25. Make sure more pages are not stacking up in the output tray.
Make sure the type of media being loaded meets required specifications.
See “Guidelines for documents” on page 16 .
Your private address books are not accessible at the control panel.
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When sending an e-mail message, you must type your user name in the
FROM field exactly as it appears in your user profile. (You cannot access your personal address books simply by typing your e-mail address.)
Your password must be typed exactly as it appears in your user profile.
Passwords are case-sensitive, so be sure you enter the correct combination of uppercase and lowercase letters.
An item loaded in the ADF keeps jamming.
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Make sure you have removed anything such as staples and self-adhesive
notes on the document. See “Guidelines for documents” on page 16
for guidelines.
If you are sending a document that is too small, it might jam in the ADF.
The smallest document you can place in the ADF is 148.5 by 210 mm (5.9 by 8.3 in). Use the glass to send the document.
If you are sending a document that is too large or on an unacceptable type of media, it might jam in the ADF. Use the glass to send the document.
Digital sender is sending items very slowly.
An e-mail transmission you sent did not arrive at the destination e-mail address.
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You might have selected a Quality setting that is making the document into a large file that is sending slowly (for example, Color-B/W Photo). Wait for the document to send or, to speed up the sending process, try choosing a different setting (for example, B/W Document).
Contact the network administrator to see if the network is working properly.
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If you typed the e-mail address at the control panel, make sure you typed it correctly.
See if you received a “returned mail” message in your e-mail inbox. Often, this message explains why the e-mail was not delivered.
Resend the job and CC yourself. If the message arrives in your e-mail, then it may be a problem with recipient’s e-mail. If it does not arrive, it may be your e-mail network.
An e-mail attachment you sent could not be opened by the recipient.
● If you sent a multiple page document in .mtif format, the user must open it using the Imaging program. If the recipient does not have this program, you must send the document as a .pdf (read in Acrobat Reader), or send each page of the document separately in .tif format.
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General digital sender troubleshooting (continued)
Problem Actions
A fax transmission you sent did not arrive at the destination fax machine.
A document sent to a printer did not print.
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The receiving fax machine might be turned off or experiencing an error condition such as out of paper or toner. Check with the recipient.
Make sure you entered the entire fax number, including the long-distance access number, such as a 1, and the area code or other numbers needed to dial long distance. These numbers must be dialed even if it is a local fax number.
The Internet fax service’s server might be busy sending other faxes or waiting to redial other faxes. Wait and retry.
For information about the transmission, check any fax notifications that might have been returned (for example, e-mail notifications in your e-mail inbox, or printed transaction reports, if these reports are possible with your
Internet service provider).
Resend the job to the recipient and yourself. If the message arrives at your fax, then it may be a problem with recipient’s fax or network. If it does not arrive, it may be your network.
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Make sure the printer is online and working properly.
Make sure that all cabling is securely connected.
The job might have been lost because of a serious internal problem. All pending jobs are sometimes lost when this happens. Resend the document.
Make sure you are sending to a supported HP JetSend-enabled printer. To view a list of supported printers, visit www.jetsend.com .
E-mail confirmations of email transmissions are not being received.
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Your company’s e-mail server might not support DSN (Delivery Status
Notification), or one of the links to the receiving e-mail address does not support DSN.
Verify that the e-mail notification is enabled in your profile. See
“Managing your user profile” on page 10
.
The bottom of a page that you sent is cut off.
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If sent from the flatbed, the document page might be too long. The maximum length that the flatbed can handle is 279 mm (11 in). The ADF can handle pages up to 355.6 mm (14 in) long.
If sent to a printer, the page might be too complex (require too much memory) for the printer to process. If possible, choose a printer with more memory.
Note
Troubleshooting the digital sender
Control panel messages
This following table lists the messages the control panel might display while you are using the digital sender, the cause of the message, and recommended actions.
The messages are listed in alphabetical order. Messages that report normal status are not included.
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Control panel messages
Message Description Action
AB Error codes
Digital sender halted.
Configuration changed.
Please wait...
An internal problem in accessing address books has occurred.
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Turn the digital sender off and then back on.
If the problem persists, note the codes and contact the administrator.
The administrator is updating the digital sender with changes. The digital sender is unavailable for use while the update takes place.
Wait until the message clears.
Device unreachable.
You selected the Print function, but the destination printer is off.
Make sure the destination printer is turned on.
Duplicate addressee exists.
Last recipient not added.
Notification message only.
You selected or entered a duplicate e-mail destination.
The digital sender uses only the first one you entered.
No action required.
Duplicate fax number exists.
Last fax recipient not added.
Notification message only.
You selected or entered a duplicate fax destination. The digital sender uses only the first one you entered.
No action required.
E-mail server not available.
Contact the administrator.
You selected the e-mail function, but the e-mail server is turned off or cannot be reached.
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Turn the digital sender off and then on again.
Make sure all cabling is securely connected.
If the problem persists, contact the administrator.
Contact the administrator.
Errors were found when checking the address book.
Initialize address book?
An internal check of the address book database found significant problems.
Internal error.
codes
Digital Sender halted.
Internal problem.
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Turn the digital sender off and then back on.
If the problem persists, note the codes and contact the administrator.
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Control panel messages (continued)
Message Description Action
Invalid credentials. Check account name and password.
The name and password that have been configured for authenticating LDAP searches are invalid.
Contact the administrator.
Invalid PIN. Job canceled.
JetDirect not responding.
Please check the card or the firmware version.
The firmware version of the
HP JetDirect print server
(interface card) installed in the digital sender is not compatible with the product.
JetSend subsystem busy.
The digital sender has another HP JetSend job pending.
Contact the administrator.
The pending HP JetSend job must complete before you can submit another one. Wait and retry.
LDAP protocol error.
Search error.
You incorrectly entered the
PIN (personal identification number) for the HP JetSendenabled printer to which you were sending.
Resend the document, entering the correct
PIN number.
Low resources.
The LDAP search could not complete because of a problem with a network connection or LDAP server.
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Turn the digital sender off and then back on.
If the problem persists, contact the administrator.
There is not enough space on the hard drive to process the job (for example, because too many other jobs are pending).
Try again later.
Missing page in second pass.
Job canceled.
You selected the duplex mode, but there are fewer pages in the second pass than in the first.
Network error codes.
There is a problem with the
HP JetDirect print server.
No destination available.
No matches found.
Press any key to clear the message. Check your pages and retry the job.
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Turn the digital sender off and then back on.
Note the codes and contact the administrator.
No destination has been configured for the customized function key that you selected.
Contact the administrator.
There is no entry in the LDAP directory that matches your search string and search criteria.
Check the accuracy of your search string and search criteria.
No pages scanned. Job canceled.
After a paper-jam error, you did not reinsert a document in the ADF.
Press any key to clear the message. Place the document in the ADF and try again.
Troubleshooting the digital sender
Control panel messages (continued)
Message Description Action
Object not found. Check your configuration.
Either the search root or the name/password combination for authenticating searches in the LDAP server is incorrect.
Contact the administrator.
Paper feeder not connected.
Check the paper feeder cable.
The ADF unit is not securely connected to the digital sender.
Make sure the cable that attaches the ADF unit to the digital sender is connected securely.
Partial results. Check your configuration.
Search error.
Sorry, you have typed an incorrect password. Please retype your password.
The search root for searches in the LDAP server is incorrect.
Contact the administrator.
An unexpected problem occurred in the LDAP search.
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Try the search again.
Turn the digital sender off and then on again. Then, try the search again.
If the problem persists, contact the administrator.
The digital sender did not recognize the password you typed.
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Press any key to clear the message, and then retype the password. Passwords are case-sensitive, so make sure you enter the correct combination of lowercase and uppercase letters.
If the problem persists, contact the administrator.
Sorry. The database is full.
Please contact the administrator to be added to this digital sender.
The maximum number of registered users has already been added to this digital sender.
● Press any key to clear the message.
Then, contact the administrator.
Sorry. The database is full.
Please delete other entries that are no longer needed.
Sorry. The database is full.
Please delete other lists that are no longer needed.
The address book is full.
The address book is full.
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Press any key to clear the message.
Then, delete entries from that address book.
If the problem persists, contact the administrator.
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Press any key to clear the message.
Then, delete lists from that address book.
If the problem persists, contact the administrator.
Sorry. Unable to auto-save new addresses. If you want to auto-save more, please remove un-needed addresses.
The address book is full. The last address you typed is not added to the address book.
Sorry. Unable to auto-save new fax numbers. If you want to auto-save more, please remove un-needed numbers.
The address book is full.
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Press any key to clear the message.
Then, delete entries from your address book.
If the problem persists, contact the administrator.
Press any key to clear the message.
Then, delete entries from the fax address book.
If the problem persists, contact the administrator.
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Control panel messages (continued)
Message Description Action
The DNS configuration is inconsistent. Please check.
There is a problem with the
DNS (Domain Name System) configuration.
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Turn the digital sender off and then back on.
If the problem persists, contact the administrator.
The e-mail configuration is inconsistent. Please check.
The LDAP configuration is inconsistent. Please check.
There is a problem with the e-mail configuration.
There is a problem with the
LDAP configuration.
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Turn the digital sender off and then back on.
If the problem persists, contact the administrator.
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Turn the digital sender off and then back on.
If the problem persists, contact the administrator.
The LDAP server is currently unreachable. Contact the administrator.
There is a problem with either the LDAP server or the network.
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Try again later.
If the problem persists, contact the administrator.
The printers are unreachable. Contact the administrator.
The search took too much time. Search canceled.
The user name you typed was not found. Contact the administrator.
The WINS configuration is inconsistent. Please check.
An HP JetSend-enabled printer cannot be reached.
Contact the administrator.
The LDAP search timed out.
● Narrow the scope of your search, either
● by entering a longer search string or using different search criteria.
If the problem persists, contact the administrator.
The digital sender did not recognize the user name you entered.
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Try again.
If the problem persists, contact the administrator.
There is a problem with the
WINS (Windows Internet
Naming Service) configuration.
Contact the administrator.
This display name is already in use. Please choose a different name.
An existing entry in this book already uses the name you tried to give to a new entry.
Choose a different name for the new entry.
This list name is already in use. Please choose a different name.
This operation can require several minutes. Do you really want to proceed?
An existing entry in this list book already uses the name you tried to give to a new entry.
You are being asked to confirm that you want to check the address book database.
Choose a different name for the new entry.
Contact the administrator.
This user name is already in use. Please choose a different name.
The name you chose as a registered user name is already in use.
Choose a different name as your registered user name.
Troubleshooting the digital sender
Control panel messages (continued)
Message Description Action
This will clear the configuration and all the destinations. Do you really want to proceed?
You are being asked to confirm that you want to reset the digital sender to the factory defaults.
Contact the administrator.
This will clear your changes.
Do you really want to proceed?
You are being asked to confirm that you want to discard all changes made in the configuration menu.
Contact the administrator.
Too many e-mail recipients.
Last e-mail recipient deleted.
You can send an e-mail message to a maximum of
1,024 e-mail addresses
(including all those in distribution lists).
Too many fax recipients. Last fax recipient deleted.
You can send a fax to a maximum of 1,024 destinations.
Press O K ( F1 ) to clear the message and continue with the transmission. Send the same message again to all the recipients who were not included in the first transmission.
Press O K ( F1 ) to clear the message and continue with the transmission. Send the same fax again to all the recipients who were not included in the first transmission.
Too many matches. If the recipient was not found, press CANCEL and refine your query.
Partial results. number items found.
The number of entries that matches the criteria in your
LDAP search is greater than the maximum number of results that the digital sender has been configured to return.
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Narrow the scope of your search, either by entering a more specific search string or using different search criteria.
If the problem persists, contact the administrator.
Unexpected pages in second pass. Job canceled.
You selected duplex mode and there are more pages in the second pass than in the first.
Press any key to clear the message. Check your pages and retry the job.
You do not have sufficient access rights.
The account name used to authenticate searches with
LDAP server has insufficient rights to access the information.
Contact the administrator.
You need to become a registered user to use this digital sender. Please contact the administrator.
Only registered users are allowed to use the digital sender, and only the administrator can make you a registered user.
Contact the administrator.
You need to register to use this digital sender.
Only registered users are allowed to use the digital sender.
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Register as a user from the Users menu
(under Setup), or the login prompt, if it appears.
If you cannot register yourself, contact the administrator.
Your profile is not enabled.
Contact the administrator.
The administrator needs to validate new user profiles and any changes made to user profiles.
Contact the administrator.
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