Troubleshooting Click the icon of the function you want to know more about.
Preface ABOUT THIS GUIDE This guide provides information about how to use the machine and what to do when a problem occurs. If you encounter a problem, check this guide before calling a support center. Please note • This guide assumes that the persons who install and use this product have a working knowledge of their computer and web browser. • For information on your operating system or web browser, please refer to your operating system guide or web browser guide, or the online Help function.
CONTENTS ABOUT THIS GUIDE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 General Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Copying Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
General Problems Points to Keep in Mind For a checklist of general problems, refer to "CHECK LIST (page 7)".
General Problems Placing the original and adding paper Is the original placed correctly? ●Automatic Document Feeder Do not exceed the indicator line If the original has a fold, straighten the fold before placing. (This prevents original misfeeds.) Align the edges and place face up Insert all the way in Adjust to the original size If the original is stapled, be sure to remove the staples and fan the pages well before placing.
General Problems Maintenance How to clean the automatic document feeder and document glass MX-B455W MX-B355W Paper feed roller How to clean the bypass feed roller Bypass feed roller Removing a toner cartridge Position of staple replacement and staple jam explanation label 6
General Problems CHECK LIST ? Problem Check Page I CAN'T USE A PARTICULAR FUNCTION OR PERIPHERAL DEVICE Have functions been disabled by the administrator? 9 I DON'T KNOW HOW TO CHECK THE TOTAL NUMBER OF PAGES USED Hold down the [Home Screen] key. 9 You can check in the status of setting mode.
General Problems ? Problem Check Page Are you using paper that is not within the specifications? 14 Are you printing on pre-punched paper? 14 Does a message appear indicating the need for maintenance? 14 Remove the paper, turn it over, and reload it. Using a different paper type may solve the problem.
General Problems I CAN'T USE A PARTICULAR FUNCTION OR ? PERIPHERAL DEVICE Check Have functions been disabled by the administrator? ? ! Solution ■ Check with your administrator. Some functions may have been disabled in the setting mode. When user authentication is enabled, the functions that you can use may be restricted in your user settings. I DON'T KNOW HOW TO CHECK THE TOTAL NUMBER OF PAGES USED Check ! Solution Hold down the [Home Screen] key.
General Problems Check ! Solution Did login fail three times in a row? ■ After operation unlocks, log in using the correct user information. When [A Warning when Login Fails] is enabled in the setting mode and login fails 3 times in a row, a warning will be displayed and user authentication operation will lock for 5 minutes. (If you do not know your user information, contact your administrator.
General Problems THE DISPLAYED BYPASS TRAY PAPER SIZE IS ? NOT CORRECT Check Is the paper size loaded to the bypass tray same with the paper size being displayed in the touch panel? ? ! Solution ■ Set the "Tray Settings" setting on the home screen and change to the paper size loaded with the paper size setting of the bypass tray.
General Problems ? THE PAPER MISFEEDS Check ! Solution Is a torn piece of paper remaining in the machine? ■ Follow the instructions in the touch panel to remove all paper. Is too much paper loaded in the tray? ■ Reload the paper. Load no more than the maximum number of sheets and do not exceed the indicator line. ► Placing the original and adding paper (page 5) Are multiple sheets feeding at once? ■ Fan the paper well before loading it.
General Problems PAPER DOES NOT FEED FROM THE PAPER ? TRAY Check ! Solution Is the paper loaded correctly into the paper tray? ■ Set the guides to the size of the paper. Reload the paper. Load no more than the maximum number of sheets and do not exceed the indicator line.
General Problems ? THE IMAGE IS SKEWED ON THE PAPER Check ! Solution Is too much paper loaded into the bypass tray? ■ Reload the paper. Load no more than the maximum number of sheets and do not exceed the indicator line. The maximum number of sheets varies depending on the paper type setting. Are the bypass tray guides adjusted to the width of the paper? ■ Adjust the bypass tray guides to the width of the paper so that they slightly contact the sides of the paper.
General Problems WHEN PRINTING ON THICK PAPER, THE PRINT ? RESULT IS DIRTY FROM THE 2ND PAGE ON Check Has the paper type been set correctly? ! Solution ■ Set the correct paper type in the tray settings. Make sure that the following did not occur: • When using heavy paper, change the paper type in the tray settings to Heavy. (The image may disappear if rubbed.) • Paper other than heavy paper is being used, but heavy paper is selected in the tray settings. (This may cause creases and misfeeds.
General Problems A COVER OR INSERT IS NOT PRINTED ON THE ? SPECIFIED PAPER Check Has the paper type been set correctly? ! Solution ■ Set the correct paper type for the tray that contains the paper specified for the cover or insert. If the paper type set for the cover or insert is not the same as the paper type set for the tray, paper will be fed from a different tray.
General Problems ? STAPLING DOES NOT TAKE PLACE Check ! Solution Does a message appear instructing you to check the staple unit? ■ Remove jammed staples. ► Maintenance (page 6) Does a message appear instructing you to add staples? ■ Replace the staple cartridge. Do not forget to replace the staple case. ► Maintenance (page 6) Are there more sheets than can be stapled at once? ■ For the maximum number of sheets that can be stapled, see "SPECIFICATIONS" in Start Guide.
General Problems THE TOUCH PANEL DISPLAY IS DIFFICULT TO ? VIEW Check Is the brightness properly adjusted? ? ! Solution ■ Tap the [LCD Control] key ( ) on the home screen to adjust the brightness. YOU WERE LOGGED OUT WITHOUT LOGGING OUT YOURSELF Check Did Auto Clear activate? ! Solution ■ When user authentication is used, the currently logged in user will be automatically logged out if Auto Clear activates. Log in again.
General Problems ? I DON'T KNOW HOW TO ADD A SHORTCUT TO OR DELETE A SHORTCUT FROM THE HOME SCREEN Check You can change a shortcut in "Edit Home". ! Solution ■ Open the action panel on the home screen and tap [Edit Home]. Enter the administrator password, tap the desired location and add a shortcut, or tap a shortcut and delete. For more information, see the U/I Customize Guide.
General Problems ? I FORGOT THE ADMINISTRATOR PASSWORD Check Was the administrator password changed from the factory default setting? ! Solution ■ Contact your dealer or nearest SHARP Service Department. For the factory default administrator password, see "TO THE ADMINISTRATOR OF THE MACHINE" in Start Guide. After changing the password, take special care to remember it. I DON'T KNOW WHOM TO CONTACT FOR ? MAINTENANCE AND SERVICE Check Please check the customer support information.
Copying Problems CHECK LIST Have functions been disabled by the administrator? Some functions may have been disabled in the setting mode. When user authentication is enabled, the functions that you can use may be restricted in your user settings. Check with your administrator.
Copying Problems ? 2-SIDED COPYING DOES NOT TAKE PLACE Check ! Solution Does the paper type setting of the selected tray specify a type of paper that cannot be used for 2-sided copying? ■ Check "Paper Tray Settings" in the setting mode. "Settings" → [System Settings] → [Common Settings] → [Paper Settings] → [Paper Tray Settings] → [Tray Registration] → [Feeding Approved Job] Check the [Tray Settings] in the home screen.
Copying Problems ? THE IMAGE IS TOO LIGHT OR TOO DARK Check Is the image too light? Is the image too dark? ! Solution ■ Select an appropriate exposure mode for the original being copied and adjust the exposure level manually. Has an appropriate exposure mode for the original type been selected? ■ Select one of the following modes depending on the original type. (This can be set in normal mode.) • Text Use this mode for regular text documents.
Copying Problems ? PART OF THE IMAGE IS CUT OFF Check ! Solution Has an appropriate ratio been selected for the original size and paper size? ■ Select an appropriate ratio setting. Does the original size shown on the touch panel match the actual size of the original? ■ Check if the size of the original you placed matches the paper size setting. If not, set the correct original size.
Printing Problems CHECK LIST Have functions been disabled by the administrator? Some functions may have been disabled in the setting mode. When user authentication is enabled, the functions that you can use may be restricted in your user settings. Check with your administrator. ? Problem Check Page Is your PC connected correctly to the machine? 26 Is the machine connected to the same network (LAN, etc.
Printing Problems ? PRINTING DOES NOT TAKE PLACE Check ! Solution Is your PC connected correctly to the machine? ■ Make sure that the cable is connected securely to the LAN connector of your PC and that of the machine. If you are connecting to a network, make sure that the LAN cable is securely connected to the hub as well. ► Power and connector positions (page 4) Is the machine connected to the same network (LAN, etc.) as your PC? ■ The machine must be connected to the same network as your PC.
Printing Problems Check ! Solution Was a Notice Page printed? ■ Check the Notice Page. A Notice Page will be printed to indicate the cause of the problem if a print job cannot be performed as specified and the cause is not shown in the display. Read the printed page and take appropriate actions. For example, a Notice Page will be printed in the following situations. • The print job is too large to fit in memory. • A function that has been prohibited by the administrator is specified.
Printing Problems ? I DON'T KNOW HOW TO PRINT ON SPECIAL MEDIA (ENVELOPES, ETC.) Check Load envelopes or other special media in the bypass tray. ! Solution ■ Load special media such as envelopes in the bypass tray. After loading the media, set the paper size and paper in [Tray Settings] in the home screen. For more information on paper settings, see the "User's Manual" .
Printing Problems DIRECT PRINTING OF A FILE IN A SHARED ? FOLDER ON A COMPUTER IS NOT POSSIBLE Check Is [IPsec Settings] enabled on the machine? ? ! Solution ■ Check with your administrator. When [IPsec Settings] is enabled in the setting mode, direct printing of a file in a shared folder may not be possible in your PC environment. For information about [IPsec Settings], consult your administrator.
Printing Problems ? THE IMAGE IS TOO LIGHT OR TOO DARK Check ! Solution Is the overall print density too light? ■ Use the setting below to change the overall print density. Select "Settings (Web version)" - [System Settings] → [Image Quality Adjustment] → [Print Image Quality] → [Quick Image Quality Adjustment]. Set default setting [2] to [3 (Sharp)] to increase the overall density, or [1 (Smooth)] to decrease the overall density.
Printing Problems ? PART OF THE IMAGE IS CUT OFF Check ! Solution Does the paper size specified by the job match the size of paper loaded into the tray? ■ Make sure that the paper size setting matches the size of paper loaded into the tray. Windows: The setting is selected in the [Paper Source] tab of the printer driver. If [Paper Tray] is selected, check the loaded paper and the paper size setting. Mac OS: The setting is selected in the [Page Setup] menu.
Printing Problems ? MANY GARBLED CHARACTERS ARE PRINTED Check Is your computer or the machine in an unstable state? ! Solution ■ Cancel printing, restart your PC and the machine, and try printing again. If there is only a small amount of free space remaining in the memory or hard drive of your PC, or if a large number of jobs have been spooled on the machine and only a small amount of free space remains, text may be printed as garbled characters.
Printing Problems AFTER THE ROUTER WAS REPLACED, I CAN NO ? LONGER PRINT TO THE MACHINE Check Does your computer connect to the machine? ! Solution ■ The network connection between the machine and your computer may not be working correctly. Check the machine's IP address and your computer's IP address, and make sure that your computer can connect to the machine. Also check if the correct "Print Port" is specified in your computer's driver settings. • Check the IP address setting.
Fax Problems CHECKLIST Have functions been disabled by the administrator? Some functions may have been disabled in the setting mode. When user authentication is enabled, the functions that you can use may be restricted in your user settings. Check with your administrator.
Fax Problems ? Problem Check Page NOTIFICATION SOUNDS ARE TOO LOUD OR TOO SOFT, OR ARE NOT AUDIBLE (VOLUME ADJUSTMENT) Have you adjusted the volume in the speaker settings of setting mode? 42 You can adjust the volume of the original scan complete sound in the scan complete sound setting of setting mode. 42 I DON'T KNOW HOW TO STORE OR PRINT SENDER INFORMATION You can store sender information in "Own Name and Destination Set" in setting mode.
Fax Problems Check ! Solution Does the job status screen (completed jobs) or a transaction report indicate that the transmission was not successful? ■ Perform the transmission again. If the transmission is still not successful after recalling is performed as set in [Recall in Case of Line Busy] or [Recall in Case of Communication Error], the transmission failure will be indicated in the job status screen and the transaction report.
Fax Problems TRANSMISSION DOES NOT BEGIN AT THE ? SPECIFIED TIME Check ! Solution Is the machine's clock set to the correct time? ■ Set the clock to the correct time. "Settings" → [System Settings] → [Common Settings] → [Clock] Is a transmission in progress? ■ If another transmission is in progress when the specified time arrives, the timer operation will begin after that transmission is finished.
Fax Problems MANUAL RECEPTION/POLLING RECEPTION ? ARE NOT POSSIBLE Check Is little free memory remaining? ! Solution ■ If any of the following applies, print or delete received faxes to increase available memory space for receiving faxes. • The memory contains data that has been received with the received image check setting enabled. • The memory contains data that has been received with confidential reception or that is protected by a password. • A fax is stored in the memory box.
Fax Problems ? DIALING IS NOT POSSIBLE Check ! Solution Is the extension telephone connected? ■ Check the connections. Check the telephone line jack, the wall jack, and any extension adapters to make sure that all connections are secure.
Fax Problems ? AN ADDRESS (A ONE-TOUCH INDIVIDUAL KEY OR GROUP KEY) CANNOT BE EDITED OR DELETED Check ! Solution Is the key being used in a reserved transmission or a transmission in progress? ■ Wait until the transmission is finished or cancel the reserved transmission and then edit or delete the key. Have functions been disabled by the administrator? ■ Check with your administrator. Some functions may have been disabled in the setting mode.
Fax Problems I DON'T KNOW HOW TO FORWARD RECEIVED ? FAXES Check Use the received fax forwarding settings in setting mode. ? ! Solution ■ You can forward received faxes to a forwarding destination set in advance. Enable [Inbound Routing Settings] in "Settings (administrator)" - [System Settings] → [Image Send Settings] → [Inbound Routing (Forwarding/Storing) Settings]. Tap [Add] and set the forwarding destination and forwarding conditions.
Fax Problems ? NOTIFICATION SOUNDS ARE TOO LOUD OR TOO SOFT, OR ARE NOT AUDIBLE (VOLUME ADJUSTMENT) Check ! Solution Have you adjusted the volume in the speaker settings of setting mode? ■ Adjust the on-hook volume, ringing volume, line monitor volume, send/receive completion volume, and send/receive error volume in "Settings (administrator)".
Fax Problems THE DATA NOTIFICATION INDICATOR DOES ? NOT TURN OFF Check Is an error preventing received faxes from being printed? ? ! Solution ■ The data notification indicator blinks when a received fax remains in memory without being printed. Clear the error that is preventing printing. I DON'T KNOW HOW TO CHECK AN ADDRESS WHEN SENDING A FAX Check ! Solution Tap the [Address Review] key. ■ Tap the [Address Review] key to view a list of the addresses. Is "Fax Dest.
Image Send Problems CHECKLIST Have functions been disabled by the administrator? Some functions may have been disabled in the setting mode. When user authentication is enabled, the functions that you can use may be restricted in your user settings. Check with your administrator.
Image Send Problems ? Problem Check Page I WANT TO CHANGE THE FORMAT OR COMPRESSION OF A SCANNED IMAGE Use the [Format] key. 50 I DON'T KNOW HOW TO CHECK AN ADDRESS WHEN SENDING AN IMAGE Tap the [Address Review] key.
Image Send Problems AUTO SELECTION OF THE COLOR MODE DOES ? NOT TAKE PLACE CORRECTLY Check Are you scanning one of the following types of originals? When Black & White is not selected: • Are there colors or coloring in the paper? When Color is not selected: • Is the color in the original very light? • Is the color in the original very dark, almost black? • Is only a very small area of the original colored? ? ! Solution ■ Specify the color mode manually.
Image Send Problems ? TRANSMISSION TAKES A LONG TIME Check Is the resolution setting appropriate at the time of scanning? ! Solution ■ Select resolution and data compression settings that are suited to the purpose of transmission.
Image Send Problems THE QUALITY OF THE SCANNED IMAGE IS ? POOR Check ! Solution Is the original printed matter such as a book or magazine? ■ To reduce the moire effect, take the following procedure: When the original is printed matter, vertical patterns (moire) may occur. Select [Others] → [Sharpness] in the Base Screen of normal mode and soften the edges of image to reduce the moire effect (only in "E-Mail", "FTP/Desktop", "Network Folder", and "Scan to External Memory Device").
Image Send Problems THE SCANNED IMAGE IS UPSIDE DOWN OR ON ? ITS SIDE Check Are Internet fax addresses included in the transmission? ? ! Solution ■ Send the image to the scan mode and Internet fax mode destinations separately.
Image Send Problems AN ADDRESS (A ONE-TOUCH INDIVIDUAL KEY ? OR GROUP KEY) CANNOT BE STORED Check Has the maximum number of keys been stored? ? ! Solution ■ Adjust the number of stored keys. Delete addresses (one-touch keys and group keys) that are not being used.
Image Send Problems AFTER THE ROUTER WAS REPLACED, I CAN'T ? USE SCAN TO NETWORK FOLDER OR SCAN Check Has the machine's IP address been changed? ! Solution ■ Check the IP address setting. If the machine does not have a permanent IP address (the machine receives an IP address from a DHCP server), scanning to network folder or scanning will not be possible if the IP address changes. You can check the machine's IP address in [Network Status] of setting mode.
Document Filing Problems CHECK LIST Have functions been disabled by the administrator? Some functions may have been disabled in the setting mode. When user authentication is enabled, the functions that you can use may be restricted in your user settings. Check with your administrator.
Document Filing Problems A JOB CANNOT BE STORED IN A CUSTOM ? FOLDER Check ! Solution Do the custom folders created with the machine appear in "Folder Information"? (When printing) ■ In the save location setting screen in Document Filing of the printer driver, click the [Add] button in [Select Folder], enter the user folder name created on the machine, and save the file. Does the custom folder have a PIN Code? ■ Enter the PIN Code configured in the machine in the document filing save screen.
Document Filing Problems THE PROPERTY OF A FILE CANNOT BE SET TO ? [Confidential] Check Is the file in the Quick File folder? ? Solution ■ Move the file to a different folder and then set its property to "Confidential". [Confidential] cannot be specified for a file in the Quick File folder. (Note that [Protect] can be specified for a file in the Quick File folder to prevent it from being easily deleted.
Document Filing Problems ? I DON'T KNOW HOW TO SCAN TO USB MEMORY Check ! Solution Did you insert the USB memory device? ■ When you insert a USB memory device in the machine, a message will appear. To scan to USB memory, tap the [Scan to External Memory Device] key. The external memory device screen set in Easy Scan mode appears. Place the original and tap the [Start] key to scan the document into the USB memory device.
Useful Tips Quick guide to frequently used printing methods (3) (1) (2) Output Duplex printing Orientation of originals Print result A A 1 1 Paper tray Tray type Driver setting Print side Trays 1 - 4 Face up Bypass tray Face down (1) (2)* 2 (3) A 1 A Trays 1 - 4 Face up (1)* 1 (2)* 2 Bypass tray Face down (3) 56
Useful Tips Output Duplex printing and N-Up (2in1) Orientation of originals Print result Paper tray Tray type Trays 1 - 4 Driver setting Print side Face up (1) A B A 1 2 Front 1 (2)* B C D 2 3 4 Back C Bypass tray Face down (3)* Trays 1 - 4 Face up (1)* 3 D 4 A B A 1 1 B 2 (2)* Front 2 Bypass tray C Face down C D 3 (3)* 3 D 4 Back 4 * Must be changed from default setting.
Useful Tips Scanning a document to your computer Creating a network folder The example of sharing a folder with the name "sample" with everyone on the network is explained below. After creating a folder with the name "sample" on the desktop, right-click and select [Properties]. 1 Click [Sharing] and [Advanced Sharing].
Useful Tips 3 Select the [Share this folder] checkbox and click the [Permissions] button. (1) (2) 4 Select "Everyone", select the [Allow] checkboxes of [Change] and [Read], and click [OK]. (1) (2) 5 Click the [OK] button in the "Advanced Sharing" screen to close the screen and click the [Close] button.
Useful Tips Sending a document to a shared folder 1 Tap the [Network Folder] mode icon. 2 Tap "Touch to input Address" and tap the [Browse] key in the network folder entry screen. 3 Select "Workgroup" → "Server" → "Network Folder", and tap the [Execute] key twice. Tap the [Start] key.
Useful Tips Changing the scan settings You can convert a scanned document directly to an Office file or to a searchable PDF that lets you find text.
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