MULTIFUNCTIONAL DIGITAL SYSTEMS Troubleshooting Guide
©2009, 2010 TOSHIBA TEC CORPORATION All rights reserved Under the copyright laws, this manual cannot be reproduced in any form without prior written permission of TTEC. No patent liability is assumed, however, with respect to the use of the information contained herein.
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 function as an option. However, this optional scanning function is already installed in some models.
CONTENTS Preface....................................................................................................................................... 1 Chapter 1 TROUBLESHOOTING FOR THE HARDWARE Messages Displayed on the Touch Panel .............................................................................. 8 Clearing a Paper Jam ............................................................................................................. 11 Locating a paper jam .......................................
Cannot remember the document password for a Private Print job...................................... 79 Printer Driver Problems ......................................................................................................... 80 Cannot print (port setting problems) .................................................................................... 80 Cannot print (SNMP Community Name problems).............................................................. 80 Command line options not processed .......
Chapter 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Hardware Status Icons on TopAccess [Device] Tab......................................................... 104 Error Messages .................................................................................................................... 106 Error Codes........................................................................................................................... 110 Error codes on print jobs ..............................................
6 CONTENTS
TROUBLESHOOTING FOR THE HARDWARE 1. 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. Messages Displayed on the Touch Panel .............................................................................. 8 Clearing a Paper Jam............................................................................................................. 11 Locating a paper jam ...........................
1 TROUBLESHOOTING FOR THE HARDWARE Messages Displayed on the Touch Panel When a message appears on the touch panel, see the table below to solve the problem. Message Problem Description Corrective Action Close *** cover. The cover indicated by *** is open. Check the cover on the touch panel and close it. Misfeed in *** Paper jam has occurred inside the equipment. Remove the jammed paper following the guidance displayed on the touch panel. P.
1 TROUBLESHOOTING FOR THE HARDWARE Message Problem Description Corrective Action Examine stapler in the Saddle Stitch unit Staple jam has occurred in the stapler of the saddle stitch unit. Remove the jammed staples. P.50 “Staple jam in the saddle stitch unit” Check staple cartridge in the Saddle Stitch unit No staples are left in the stapler of the saddle stitch unit. Refill the staples. P.59 “Refilling With Staples” Check staple cartridge No staples are left in the stapler of the finisher.
1 TROUBLESHOOTING FOR THE HARDWARE Message Problem Description Corrective Action The number of originals exceeds the limits. The scanned data are deleted. The number of originals to be scanned has exceeded the limit of 1000 sheets during scanning. (The magazine sort or page number function is used.) Reduce the number of originals to be scanned, and try again. The number of originals exceeds the limits.
1 TROUBLESHOOTING FOR THE HARDWARE Clearing a Paper Jam Locating a paper jam The equipment stops copying when the original or copy paper is jammed. Paper jams are notified on the touch panel as follows: Error code Error message Guidance for clearing paper jams Paper jam symbols The paper jam symbol helps you locate the paper jam. 1 11 10 2 9 3 8 4 5 7 6 1. Reversing Automatic Document Feeder (optional) (lower) ( P.13) 2. Reversing Automatic Document Feeder (optional) (upper) ( P.14) 3.
1 TROUBLESHOOTING FOR THE HARDWARE Clearing a paper jam 1 Clear the paper jam 2 After clearing the jam, close all the opened covers. Clear the paper jam following the guidance shown on the touch panel. Press or to scroll the pages. The equipment starts the warm-up. Follow the guidance on the touch panel. Tips on removing the jammed paper Note the following points in removing the jammed paper. Remove the jammed paper carefully so as not to tear it.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE If paper jams occur frequently The following are the common causes of paper jams. 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 jammed paper has not been removed.
1 TROUBLESHOOTING FOR THE HARDWARE 5 Raise the original feeder tray, and remove the original under the tray. 1 2 6 Lower the original feeder tray. 7 Close the upper cover. Paper jam in the Reversing Automatic Document Feeder (optional) (Upper) 1 Raise the lever and open the upper cover. 2 1 2 14 Remove the original.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 3 Turn the dial to remove the original. 4 Open the transport guide. 5 Raise the guide plate under the transport guide, and remove the original under the guide plate. 6 Close the transport guide. 7 Close the upper cover.
1 TROUBLESHOOTING FOR THE HARDWARE Paper jam in the drawer feeding portion 1 Open the cover of the drawer feeding portion. 2 Remove the jammed paper. If the paper is jammed on the cover side, remove it as shown in the figure on the right. 3 Close the cover of the drawer feeding portion. Paper jam in the Large Capacity Feeder (optional) 1 16 Open the Large Capacity paper feed cover.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 2 Remove the jammed paper. 3 Close the paper feed cover. Paper jam in the Paper Feed Pedestal (optional) 1 Open the paper feeder cover of the Paper Feed Pedestal. 2 Remove the jammed paper. 3 Close the paper feeder cover. Paper jam in the bypass tray 1 Move the paper holding lever toward the outside. The paper can now be released.
1 TROUBLESHOOTING FOR THE HARDWARE 2 Pull out the jammed paper in the bypass tray. 3 Place paper on the bypass tray and then move the paper holding lever toward the equipment. Paper jam in the automatic duplexing unit Be careful not to let your fingers be caught between the equipment and the duplexing unit or automatic duplexing unit. This could injure you. 18 1 Open the automatic duplexing unit. 2 Remove paper jammed on the paper transport path above the fuser unit.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 3 Remove the jammed paper while lifting up the transfer unit. 2 1 4 Lower the transfer unit carefully and then close the automatic duplexing unit. Paper jam on the paper transport path Be careful not to let your fingers be caught between the equipment and the duplexing unit or automatic duplexing unit. This could injure you. 1 Open the automatic duplexing unit. 2 Remove the jammed paper.
1 TROUBLESHOOTING FOR THE HARDWARE Paper jam in the fuser unit y Be careful not to let your fingers be caught between the equipment and the duplexing unit or automatic duplexing unit. This could injure you. y Do not touch the fuser unit or the metal portion around it. Since they are very hot, you could be burned or the shock could cause you to get your hand injured in the machine. 1 Open the automatic duplexing unit.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Pulling it down 5 Remove paper that sticks out from the exit tray side. 6 When a finisher (optional) is installed, open the Bridge Kit (optional) cover. 7 Remove the jammed paper. 8 When a finisher is installed, close the Bridge Kit cover.
1 TROUBLESHOOTING FOR THE HARDWARE 9 10 Close the transport guide holding the green knob. Close the automatic duplexing unit. Paper jam in the Job Separator and the Offset Tray (both optional) The procedure below is only for e-STUDIO205L/255/305 with the Job Separator or the Offset Tray installed and not valid for e-STUDIO355/455 with the Job Separator installed. y Be careful not to let your fingers be caught between the equipment and the duplexing unit or automatic duplexing unit.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 4 Close the Job Separator cover or the Offset Tray cover. 5 Close the automatic duplexing unit. Paper jam in the Bridge Kit (optional) 1 Open the cover holding the handle of the Bridge Kit. 2 Remove the paper inside the Bridge Kit. If the jammed paper cannot be removed because the right side is caught by the fuser unit, follow the steps on P.20 “Paper jam in the fuser unit”. 3 Close the Bridge Kit cover.
1 TROUBLESHOOTING FOR THE HARDWARE 2 Remove the jammed paper. 3 Open the Bridge Kit cover. 4 Remove the jammed paper. When the Hole Punch Unit MJ-6101 is installed, proceed to step 5. Proceed to step 8. When the Hole Punch Unit MJ-6101 is installed 5 24 Open the Hole Punch Unit cover.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 6 Remove the jammed paper by turning the knob. 7 Close the Hole Punch Unit cover. 8 Close the Bridge Kit cover. 9 Close the upper receiving tray of the finisher. Place your hands on the near and far side of the lever and push to close the tray until it clicks. Be careful not to let your fingers be caught between the finisher body and the upper tray of the finisher. This could injure you.
1 TROUBLESHOOTING FOR THE HARDWARE 26 2 Remove the jammed paper. 3 Lower the shutter of the paper exit portion to open it. 4 Remove the jammed paper. 5 Open the Bridge Kit cover. 6 Remove the jammed paper. When the Hole Punch Unit MJ-6101 is installed, proceed to step 7. Proceed to step 10.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE When the Hole Punch Unit MJ-6101 is installed 7 Open the Hole Punch Unit cover. 8 Remove the jammed paper by turning the knob. 9 Close the Hole Punch Unit cover. 10 Close the Bridge Kit cover. 11 Close the upper receiving tray of the finisher. Place your hands on the near and far side of the lever and push to close the tray until it clicks.
1 TROUBLESHOOTING FOR THE HARDWARE Paper jam in the Saddle Stitch Finisher MJ-1024 and the Hole Punch Unit MJ-6004 (both optional) 1 Hold up the guide of the paper exit portion and remove the jammed paper. When the Hole Punch Unit MJ-6004 is installed, proceed to step 2. If not, go to step 6. 1 2 When the Hole Punch Unit MJ-6004 is installed 2 Open the Hole Punch Unit cover. 3 Turn the green knob to locate indicated on the label.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 5 Return the Hole Punch Unit to its original position, and close the front cover. 6 Raise the lever, and open the upper cover of the finisher until it is locked. 2 1 7 Remove the jammed paper. 8 Close the upper cover of the finisher.
1 TROUBLESHOOTING FOR THE HARDWARE Paper jam in the saddle stitch unit of the Saddle Stitch Finisher MJ-1024 (optional) 1 Open the front cover of the finisher. 2 Slide the green handle toward the right, and remove the jammed paper. 2 1 30 3 Move the green handle to the right-hand side. 4 Remove the jammed paper and return the lever to its original position. 5 Turn the right knob counterclockwise.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 6 Turn the left knob clockwise while pressing it. 7 Remove the jammed paper from the exit portion of the saddle stitch unit. 8 Lift the lever up and open the paper exit cover of the saddle stitch unit. 9 Remove the jammed paper. 10 Close the paper exit cover of the saddle stitch unit and the front cover of the finisher.
1 TROUBLESHOOTING FOR THE HARDWARE Paper jam in the Saddle Stitch Finisher MJ-1025 (optional) 32 1 Remove the jammed paper from the paper exit portion. 2 Open the upper cover of the finisher. 3 Remove the paper jammed inside of the finisher. 4 Close the upper cover of the finisher.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Paper jam in the Hole Punch Unit of the Saddle Stitch Finisher MJ-1025 (optional) Be careful not to let your fingers be caught between the equipment and the finisher (optional). This could injure you. 1 Separate the finisher from the equipment. 2 Turn the green knob until the triangle mark ( ) falls within the diagonal-line area on the right side of the knob.
1 TROUBLESHOOTING FOR THE HARDWARE Paper jam in the stapler unit of the Saddle Stitch Finisher MJ-1025 (optional) 1 Open the front cover of the finisher. 2 Turn the green knob at the center clockwise until the inside of the window above the knob turns blue. Then remove the jammed paper. When you turn the green knob until the inside of the window above the knob turns blue, the stapler is raised so that the paper can be released. 3 34 Close the front cover of the finisher.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Paper jam in the saddle stitch unit of the Saddle Stitch Finisher MJ-1025 (optional) Be careful not to let your fingers be caught between the equipment and the finisher (optional). This could injure you. 1 Separate the finisher from the equipment. 2 Open the jam access cover. 3 Remove the jammed paper. 4 Open the front cover of the finisher.
1 TROUBLESHOOTING FOR THE HARDWARE 5 Turn the green knob on the lower right side clockwise and then remove the paper jammed at the exit section of the saddle stitch unit. 6 Close the jam access cover and the front cover of the finisher. 7 Connect the finisher to the equipment. Move the finisher slowly toward the equipment, placing both of your hands on the front and the back of the finisher.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Paper jam in the Hanging Finisher MJ-1031 (optional) Be careful not to let your fingers be caught between the equipment and the finisher (optional). This could injure you. 1 Separate the finisher from the equipment. 2 Open the Bridge Kit cover. 3 Remove the jammed paper from the equipment side. 4 Close the Bridge Kit cover. 5 Remove the jammed paper from the paper exit portion.
1 TROUBLESHOOTING FOR THE HARDWARE 6 Connect the finisher to the equipment. Move the finisher slowly toward the equipment, placing both of your hands on the front and the back of the finisher. Clearing paper jams caused by a wrong paper size setting Paper jams 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.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 2 Remove the jammed paper. 3 Press the [POWER] button on the control panel. 4 Press the [USER FUNCTIONS] button on the control panel. 5 Press the [USER] tab to enter the [USER] menu and press [DRAWER]. 6 Press the drawer button indicated in the message. The equipment starts warming-up.
1 TROUBLESHOOTING FOR THE HARDWARE 7 Press the paper size button for the paper that is set in the drawer. 8 Press the [USER FUNCTIONS] button to return to the basic menu and try copying or printing again. Jam when making copies or prints (using the bypass tray) 1 Press the [POWER] button on the control panel until a sound is heard. “Shutdown in progress” appears on the menu. After a while, the power of the equipment is turned OFF. 40 2 Remove the jammed paper.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Jam when printing from the FAX 1 Turn off the main power switch. 2 Remove the jammed paper. 3 Pull out the drawer indicated in the message and remove all the paper from the drawer. 4 Close the drawer and turn on the main power switch. 5 Check the paper size registered to the drawer indicated in the message by means of the drawer button on the touch panel. Shutting down via the control panel is not possible in this case.
1 TROUBLESHOOTING FOR THE HARDWARE 6 Place the paper in the drawer indicated in the message. Be sure to place the samesized paper as the size you checked in step 5. Printing resumes. If you change the paper size again after printing has been completed, make sure that the size of the paper placed in the drawer is the same as the size registered for the corresponding drawer in the equipment.
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.43 “Staple jam in a finisher” P.50 “Staple jam in the saddle stitch unit” Staple jam in a finisher Finisher MJ-1101 1 Open the front cover of the finisher. 2 Remove the staple cartridge. 3 Lower the guide while holding the knob. A: Stapling area A Do not touch the stapling area.
1 TROUBLESHOOTING FOR THE HARDWARE 5 Holding the knob, raise the guide, and return it to its original position. 6 Fit the staple cartridge into the stapler. 7 Close the front cover of the finisher. When fitting the staple cartridge, hold the green-labeled portion of the bracket securely so that the bracket will not move. Insert the cartridge until it is caught by the latch and fixed with a click. Saddle Stitch Finisher MJ-1024 44 1 Open the front cover of the finisher.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 3 Lower the guide while holding the knob. A: Stapling area A Do not touch the stapling area. The actual needle point could cause you personal injury. 4 Remove the jammed staples. 5 Holding the knob, raise the guide, and return it to its original position. 6 Fit the staple cartridge on the stapler. 7 Close the front cover of the finisher. Insert the cartridge until it is caught by the latch and fixed with a click.
1 TROUBLESHOOTING FOR THE HARDWARE Saddle Stitch Finisher MJ-1025 46 1 Open the front cover of the finisher. 2 Pull out the stapler unit holding the green handle. 3 Turn the top green knob clockwise until the triangle mark and the rectangular mark are aligned as shown in the figure on the right, so that the stapler is pulled out toward you. 4 Take out the staple cartridge holding its green portion on both sides. 5 Raise the guide while holding the knob.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 6 Remove the jammed staples. 7 Holding the knob, lower the guide, and return it to its original position. 8 Fit the staple cartridge on the stapler. 9 Return the stapler unit to the finisher. 10 Insert the cartridge until it is fixed with a click. Close the front cover of the finisher.
1 TROUBLESHOOTING FOR THE HARDWARE Hanging Finisher MJ-1031 Be careful not to let your fingers be caught between the equipment and the finisher (optional). This could injure you. 1 Separate the finisher from the equipment. 2 Open the staple cartridge unit cover. 3 Remove the staple cartridge. 4 Lower the guide while holding the knob. Press the lever to unlock the finisher and slowly separate it from the equipment, placing both of your hands on the front and back of the finisher.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 5 Remove the jammed staples. 6 Holding the knob, raise the guide, and return it to its original position. 7 Fit the staple cartridge on the stapler. 8 Close the staple cartridge unit cover. 9 Connect the finisher to the equipment. Insert the cartridge until it is caught by the latch and fixed with a click. Slowly move the finisher toward the equipment by placing both of your hands on the front and the back of the finisher.
1 TROUBLESHOOTING FOR THE HARDWARE Staple jam in the saddle stitch unit When staples are jammed in the saddle stitch unit of the Saddle Stitch Finisher MJ-1024, follow the procedure below to clear the jam. 1 Open the front cover of the finisher. 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. 2 The stapler is locked and cannot be turned further when it lies almost horizontally.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 6 Remove the jammed staples. A: Stapling area Do not touch the stapling area The actual needle point could cause you personal injury. 7 Push the knob (2) to return it to its original position. 8 Fit the staple cartridges. 9 Unlock the stapler by pulling its handle toward you. Then return the stapler to its original position. Make sure that the lever (1) is latched on the shutter.
1 TROUBLESHOOTING FOR THE HARDWARE 12 Close the 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 front cover of the finisher closed. If the test stapling does not start, make sure to check the two requirements again. Then open and again close the front cover of the finisher.
1 TROUBLESHOOTING FOR THE HARDWARE Replacing a Toner Cartridge When the toner cartridge runs out, the message “Install New toner cartridge” appears. Replace the toner cartridge following the procedure below when you see this message. To assure optimal printing performance, we recommend that you use only genuine TOSHIBA toner cartridges.
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 three functions of this equipment: Cartridge detecting function: This function checks if the toner cartridge is correctly installed and notifies you if it is not.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 3 Pull out the toner cartridge. Never attempt to incinerate toner cartridges. Dispose of used toner cartridges in accordance with local regulations. 4 Shake the new toner cartridge strongly with the label surface down to loosen the toner inside. 10 5 Remove the protective sheet from the end of the cartridge. 6 Pull out the seal in the direction of the arrow. 7 Insert the toner cartridge along the rail.
1 TROUBLESHOOTING FOR THE HARDWARE 8 Clean the charger. Hold the cleaning knob of the charger and pull it out toward you carefully until it comes to a stop. Then reinsert it in its original position carefully. Repeat this procedure two or three times. Check if the cleaning knob is fully inserted after cleaning. 9 56 Close the front cover.
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 remains in the toner cartridge while the message “Toner near Empty” is displayed. You can replace the toner cartridge with a new one, but if you do so, make sure that you follow the procedure below.
1 TROUBLESHOOTING FOR THE HARDWARE 58 3 Press [REPLACE TONER CARTRIDGE]. 4 To replace a toner cartridge, press [YES]. To cancel, press [NO]. 5 Replace the toner cartridge. 6 Press [FINISH]. 7 Press the [USER FUNCTIONS] or [COPY] button on the control panel. See P.53 “Replacing a Toner Cartridge” for the correct procedure. The menu returns to the BASIC menu.
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.59 “Refilling finisher staples” P.66 “Refilling saddle stitch unit staples” Refilling finisher staples Finisher MJ-1101 1 Open the front cover of the finisher. 2 Remove the staple cartridge. 3 Take the empty staple case out of the staple cartridge. 4 Fit a new staple case on the staple cartridge.
1 TROUBLESHOOTING FOR THE HARDWARE 5 Fit the staple cartridge into the stapler. 6 Close the front cover of the finisher. When fitting the staple cartridge, hold the green-labeled portion of the bracket securely so that the bracket will not move. Insert the cartridge until it is caught by the latch and fixed with a click. If the message “Check staple cartridge” remains, repeat the procedure above from steps 1 to 6. Saddle Stitch Finisher MJ-1024 60 1 Open the front cover of the finisher.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 4 After the transparent cover is lifted, take out the empty staple case. 1 2 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 Push the transparent cover down to its original position, and pull out the seal bundling the staples. 1 2 7 Fit the staple cartridge into the stapler.
1 TROUBLESHOOTING FOR THE HARDWARE Saddle Stitch Finisher MJ-1025 62 1 Open the front cover of the finisher. 2 Pull out the stapler unit holding the green handle. 3 Turn the top green knob clockwise until the triangle mark and the square mark are aligned as shown in the figure on the right, so that the stapler is pulled out toward you. 4 Take out the staple cartridge holding its green portion on both sides. 5 Press the buttons on both sides of the cartridge.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 6 After the transparent cover is lifted, remove the empty staple case. 1 2 7 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. 8 Push the transparent cover down to its original position, and pull out the seal bundling the staples. 1 2 9 Fit the staple cartridge on the stapler.
1 TROUBLESHOOTING FOR THE HARDWARE 11 Close the front cover of the finisher. If the message “Check staple cartridge” remains, repeat the procedure above from steps 1 to 11. Hanging Finisher MJ-1031 Be careful not to let your fingers be caught between the equipment and the finisher (optional). This could injure you. 64 1 Separate the finisher from the equipment. 2 Open the staple cartridge unit cover. 3 Remove the staple cartridge.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 4 Press the buttons on both sides of the cartridge. 5 After the transparent cover is lifted, remove the empty staple case. The transparent cover of the cartridge is lifted. 1 2 6 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.
1 TROUBLESHOOTING FOR THE HARDWARE 9 10 Close the staple cartridge unit cover. Connect the finisher to the equipment. Move the finisher slowly toward the equipment, placing both of your hands on the front and the back of the finisher. If the message “Check staple cartridge” remains, repeat the procedure above from steps 1 to 10. Refilling saddle stitch unit staples When the staples of the stapler in the Saddle Stitch Finisher MJ-1024 have run out, refill staples following the procedure below.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 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. 2 The stapler is locked and cannot be turned any further when it lies almost horizontally. 1 4 Remove the empty staple cartridges. 5 Fit the new cartridges.
1 TROUBLESHOOTING FOR THE HARDWARE 8 Make sure that the following two requirements are met before test stapling: y The 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 front cover of the finisher. When the message “READY (CHECK STAPLER)” is displayed, test stapling starts automatically.
1 TROUBLESHOOTING FOR THE HARDWARE Cleaning the Charger If the inside of the charger is dirty, staining may appear on the copied image. Clean the charger following the procedure below. 1 Open the front cover. 2 Clean the charger. Hold the cleaning knob of the charger and pull it out toward you carefully until it comes to a stop. Then reinsert it in its original position carefully. Repeat this procedure two or three times. Check if the cleaning knob is fully inserted after cleaning.
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. Hole Punch Unit MJ-6101 / MJ-6004 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. Hole Punch Unit MJ-6005 70 1 Separate the finisher from the equipment.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 3 Dispose of the paper punchings. 4 Push back in the hole punch dust bin. 5 Connect the finisher to the equipment. Move the finisher slowly toward the equipment, placing both of your hands on the front and the back of the finisher.
1 TROUBLESHOOTING FOR THE HARDWARE Removal and Installation of the Exit Support Tray If a large number of sheets is printed at a time, some printed sheets may be pushed out of the exit tray. Remove the exit support tray on the exit tray of the equipment when printing more than 300 sheets. If the exit support tray is removed, the alignment of a large number of printed sheets can be improved and about 500 sheets of Toshiba recommended plain paper can be loaded on the exit tray.
TROUBLESHOOTING FOR COPYING 2. This chapter describes how to troubleshoot the problems on copying and copy output. Copying Problems..................................................................................................................
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 Corrective Action Functions cannot be set. Another function that is unavailable for the combination has already been set. Some functions cannot be combined. For details, refer to Chapter 8 of the Copying Guide. Copying stops while scanning the originals.
2 TROUBLESHOOTING FOR COPYING 2.TROUBLESHOOTING FOR COPYING Problem Description Cause Corrective Action Copied image has unevenness in the horizontal direction. The charger is stained. Clean the charger. P.69 “Cleaning the Charger” Copied image has black streaks in the horizontal direction. The scanning area or guides are stained. Clean them. P.122 “Regular Maintenance” The charger is stained. Clean the charger. P.
TROUBLESHOOTING FOR PRINTING 3. This chapter describes how to troubleshoot the problems on printing. Print Job Problems ................................................................................................................ 78 Clearing print job errors ........................................................................................................................................78 Cannot remember the document password for a Private Print job...............................................
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.
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.
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.
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 Yes No 1 Check...
3 TROUBLESHOOTING FOR PRINTING Network Connection Problems This section describes the troubleshooting for printing in the network connection environment. See also the checklists by types of printing and operating systems on P.96 “Printing Problems (Network Related)” 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.
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 make 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.
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 on printer drivers or the network connection cannot be specified, a hardware problem is a possible cause of the trouble.
TROUBLESHOOTING FOR SCANNING 4. This chapter describes how to troubleshoot the problems of scanning. Scanning Problems................................................................................................................ 86 Cannot E-mail my scans ......................................................................................................................................86 Cannot find the data saved in the shared folder....................................................................
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.
TROUBLESHOOTING FOR e-Filing 5. This chapter describes how to troubleshoot the problems on e-Filing. e-Filing Web Utility Problems................................................................................................ 88 e-Filing Web Utility terminates the session...........................................................................................................88 Numerous sub windows repeatedly appear .......................................................................................
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.
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 Corrective Action Internal error occurred. Please restart e-Filing. Turn OFF and then ON the power of the equipment and then try again. If the error message is still displayed, contact your system administrator or contact your dealer for support. Your e-Filing Session has Timed Out. Please Restart.
5 TROUBLESHOOTING FOR e-Filing Message 90 Corrective Action The document is being used. Please try again later. The selected document is being used by another user. Try again after the other user has finished using the document. File format doesn’t correspond. Please contact Administrator. Contact your administrator to convert the archive file and try again. e-Filing is not ready. Please try again later. e-Filing has not yet been activated. Try again later.
TROUBLESHOOTING FOR NETWORK CONNECTIONS 6. This chapter describes how to troubleshoot the problems on network connections. Locating the Equipment in the Network............................................................................... 92 Cannot locate the equipment in the network ........................................................................................................92 Cannot locate the equipment with Local Discovery....................................................................
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 the 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...
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.
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... Yes No Corrective Action 1 Confirm that the TCP/IP protocol suite is installed on the client computer. Next Step Ø Ö Refer to the networking section of your operating system documentation.
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...
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.
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS 6.TROUBLESHOOTING FOR NETWORK CONNECTIONS IPP print in a Windows operating system environment No. Check... Yes No Corrective Action 1 Are the IP address properties correctly set? Next Step Ø Ö Set up the IP address correctly. 2 Is the HTTP server on the equipment enabled? Next Step Ø Ö Enable the HTTP server in the HTTP Network Service.
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS Macintosh environment No. Check... Yes No Corrective Action Enable AppleTalk. 1 Is AppleTalk enabled on the equipment? Next Step Ø Ö 2 Are the IP address properties correctly set? Next Step Ø Ö 3 Is the equipment available in the Chooser when you click the LaserWriter 8 printer icon? Next Step Ø Ö Make sure that the AppleTalk zone is supported by the Macintosh client.
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.
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.
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.
CHECKING THE EQUIPMENT STATUS WITH TopAccess 7. This chapter describes how to check the status of the equipment with TopAccess. Hardware Status Icons on TopAccess [Device] Tab ......................................................... 104 Error Messages .................................................................................................................... 106 Error Codes...........................................................................................................................
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 to appear and the descriptions for them. For details of the [Device] tab of TopAccess, refer to the TopAccess Guide.
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 Jam This icon indicates a paper jam occurred. It also indicates the location of the paper jam. P.11 “Clearing a Paper Jam” Staples Empty This icon indicates no staples are left in the Finisher. P.59 “Refilling With Staples” Call for Service Contact your service representative to have the equipment inspected.
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. TopAccess Message 106 Corrective Action Front Cover Open - Please Close Cover. Close the front cover. Paper Feeding Cover Open - Please Close Cover. Close the paper feeder cover. Transfer/Transport unit Open - Please Close Cover. Close the transfer/transport unit. Large Capacity Feeder Cover Open - Please Close Cover.
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess TopAccess Message Corrective Action Expired scan documents deleted from share folder. Expired documents are deleted automatically from the “SCAN” folder in the “SHARE_FILE” folder. Expired Sent Fax documents deleted from share folder. Expired documents are deleted automatically from the “TXFAX” folder in the “SHARE_FILE” folder. Expired Received Fax documents deleted from share folder.
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess TopAccess Message 108 Corrective Action Active Directory Domain - Verification of the Ticket has failed Verify the user name and password and try again. If the problem persists please contact the administrator. Active Directory Domain-The Domain specified could not be found Enter the correct domain name in network settings. If the problem persists please contact the administrator for the correct realm name for your server.
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess TopAccess Message Corrective Action Encapsulation mode mismatch Check the IPsec mode (Transport/Tunnel) in MFP and peer. Peer IP Address mismatch Remote Traffic selector mismatch. Check the destination address/ port in IPsec filter. Local IP Address mismatch Local traffic selector mismatch. Check the source address/port in IPsec filter. Local ID mismatch Check the user certificate in MFP.
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. 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.
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description The number of prints has exceeded the one specified for the user code, or users (guests) are not authorized to perform color printing. Clear the limit counter, or authorize users so that they can perform color printing. Limit over error (Color) Number of prints has exceeded the one specified with the department code. Clear the limit counter.
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error codes on transmission and reception Error Code Problem Description 0011 Paper jam Clear the jammed printing paper. 0012 Original jam Clear the jammed original. 0013 Door open Firmly close the open door. 0020 Power interruption Check the power interruption report. Reset (The transmission was canceled by pressing the [FUNCTION CLEAR] button.) Polling Error Check polling options setup (Security Code, etc.
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess 7.CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action SMTP server connection error Ask your administrator to set the login name or password of the SMTP server and perform the job again. Check whether the SMTP server is operating properly. HOST NAME error Ask your administrator to check if there is an illegal character in the device name. Delete the illegal character and reset the appropriate device name.
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description 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. Power failure Confirm that the job is recovered or not. If not, ask the sender to resend the Email. Destination address error Ask your administrator whether the DNS and mail server settings are correctly set.
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess 7.CHECKING THE EQUIPMENT STATUS WITH TopAccess 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. Error Code Problem Description Corrective Action Email Illegal Job status A system error has occurred during sending of an email. Retry it.
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Confirm that the login name and password are correct. If SSL is enabled, make sure that the SSL port number is correctly set. POP Before SMTP error Confirm that the POP Before SMTP settings and POP3 settings are correct. Failed to process received Email job Ask your administrator whether the Internet Fax Received Forward is set.
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess 7.CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Make sure that the network folder is shared in your network and retry the scan. If the error still occurs, 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. Specified network path is invalid. Check destination path. Make sure that you specify the correct network folder and retry the scan.
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action Insufficient Memory. Turn the power OFF and then back ON. Retry the scan. If the error still occurs, contact your service representative. Invalid Box password specified. Make sure that the password is correct and retry the scan, or reset the password and retry the scan. When this error occurs for the print of the data in the e-Filing, perform the print with the administrator’s password.
WHEN SOMETHING IS WRONG WITH THE EQUIPMENT 8. 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. When You Think Something Is Wrong With the Equipment............................................. 120 General operations .............................................................................................................................................120 Originals and paper ..........
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.
8 WHEN SOMETHING IS WRONG WITH THE EQUIPMENT 8.WHEN SOMETHING IS WRONG WITH THE EQUIPMENT Originals and paper Problem Description Cause Corrective Action The original is jammed. The original is unavailable on the equipment. Check whether the original is available on the equipment. For details, refer to Chapter 2 of the Copying Guide. Paper is jammed. The paper is unavailable on the equipment. Check whether the paper is available on the equipment.
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.
INDEX AppleTalk print ..........................................................82 Locating the equipment ........................................ 92, 93 LPR print ............................................................ 82, 96 C N A Cleaning charger ..................................................................69 hole punch dust bin .................................................70 regular maintenance .............................................122 Clients ..................................
SMB print ........................................................... 82, 96 Staple jam - clearing Finisher MJ-1101 ....................................................43 Hanging Finisher MJ-1031 .......................................48 Saddle Stitch Finisher MJ-1024 ................................44 saddle stitch unit of the Saddle Stitch Finisher MJ-1024 ................................................................50 Staples - refilling ........................................................
DP-2090/2520/3000/3570/4570 OME080178B0
MULTIFUNCTIONAL DIGITAL SYSTEMS Troubleshooting Guide 2-17-2, HIGASHIGOTANDA, SHINAGAWA-KU, TOKYO, 141-8664, JAPAN ©2009, 2010 TOSHIBA TEC CORPORATION All rights reserved R081120G8702-TTEC Ver02 2010-09
