MULTIFUNCTIONAL DIGITAL COLOR SYSTEMS Troubleshooting Guide
©2008, 2009 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 Color System. This guide describes how to troubleshoot the problems that could occur while you are using the equipment. Keep this guide within easy reach, and use it to configure an environment that makes best use of the e-STUDIO’s functions. How to read this manual Symbols in this manual In this manual, some important items are described with the symbols shown below. Be sure to read these items before using this equipment.
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 print properly with AppleTalk print........................................................................... 68 Client Problems ..................................................................................................................... 69 Checking the client status.................................................................................................... 69 Hardware Problems...........................................................................................................
Chapter 8 WHEN SOMETHING IS WRONG WITH THE EQUIPMENT When You Think Something Is Wrong With the Equipment............................................. 106 General operations ............................................................................................................ 106 Originals and paper ........................................................................................................... 107 Regular Maintenance ........................................................................
6 CONTENTS
TROUBLESHOOTING FOR THE HARDWARE 1. This chapter describes how to troubleshoot the 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 8 Problem Description Solution 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 Solution Cannot print this paper type Set the other paper type A printing was attempted but failed. The paper could not be output in the tray selected for the paper output because of the mismatch between the paper type and the tray. (Special paper or thick 4 paper was attempted to be output in the lower receiving tray of MJ-1103/MJ-1104.) Delete the failed print job, select the appropriate tray for the paper, and perform printing again.
1 TROUBLESHOOTING FOR THE HARDWARE Message Problem Description Solution POWER FAILURE A job was interrupted by a power failure or some other reason. The print or fax job may be incomplete. Press [JOB STATUS] to check whether any jobs are unfinished. To clear the message, press the [FUNCTION CLEAR] button twice. ERASING DATA The Data Overwrite Enabler (optional) is clearing the data. This message is displayed if the Data Overwrite Enabler (optional) is installed.
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 14 13 2 12 11 3 10 9 4 5 6 8 7 1. Receiving tray lower cover ( P.31) 2. Receiving tray ( P.30) 3. Reversing Automatic Document Feeder ( P.13) 4. Fuser unit ( P.
1 TROUBLESHOOTING FOR THE HARDWARE The picture of the hardware device shown on the touch panel differs depending on the composition of the options installed. Clearing a paper jam Remove the jammed paper from the bridge unit after you have cleared all the other jams. Pulling out the bridge unit from the equipment may tear the paper left inside the equipment. 1 Clear the paper jam 2 After clearing the jam, close all the opened covers.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Do not touch the fuser unit or the metal portion around it. Do not touch the fuser or the metal portion around it when you remove the jammed paper from the fuser unit. This could burn you or the shock could cause you to get your hand injured in the machine. Do not touch the transfer belt. Do not touch the transfer belt when you remove the jammed paper inside the right of the equipment.
1 TROUBLESHOOTING FOR THE HARDWARE 3 Turn the dial to remove the original. 4 Open the transport guide and remove the original. 1 2 5 Close the transport guide. 6 Raise the original feeder tray, and remove the original under the guide plate. 1 2 14 7 Lower the original feeder tray. 8 Close the upper cover. 9 Open the Reversing Automatic Document Feeder.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 10 Open the reverse cover and remove the original. 11 Close the reverse cover. 12 Close the Reversing Automatic Document Feeder. Paper jam in the External Large Capacity Feeder (optional) Be careful not to let your fingers be caught between the equipment and the External Large Capacity Feeder. 1 Separate the External Large Capacity Feeder (optional) from the equipment. Move it slowly while pushing the lock lever.
1 TROUBLESHOOTING FOR THE HARDWARE 2 Remove the jammed paper by turning the green dial. 3 Remove the jammed paper from the equipment. 4 Pull out the feeder tray and remove the jammed paper. 5 Close the feeder tray and connect the External Large Capacity Feeder to the equipment. Slowly move the External Large Capacity Feeder placing your hands on the positions shown in the figure.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Paper jam in the drawer feeding portion Be careful not to let your fingers be caught between the equipment and the External Large Capacity Feeder. 1 Separate the External Large Capacity Feeder (optional) from the equipment when the External Large Capacity Feeder is attached. Move it slowly while pushing the lock lever. 2 Open the paper feed cover. 3 Remove the jammed paper from the drawer.
1 TROUBLESHOOTING FOR THE HARDWARE 5 Close the drawer and the paper feed cover. 6 Connect the External Large Capacity Feeder (if attached, optional) to the equipment. Move it slowly placing your hands on the point shown in the figure. Paper jam in the bypass tray 1 Pull out the jammed paper in the bypass tray. Paper jam in the right side of the equipment Do not touch the fuser unit or the metal portion around it.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 2 Remove the jammed paper. 3 Return the duplexing unit to its original position. Hold the position shown in the figure when closing it. Do not put your hand or fingers on the duplexing unit when closing it. They could be caught and this could injure you. Fuser unit 1 Pull out the duplexing unit from the equipment. A Grasp the lever of the duplexing unit and pull it until it stops.
1 TROUBLESHOOTING FOR THE HARDWARE 4 Check the inside of the fuser unit for the hidden jammed paper when you cannot see it. 1) Open the front cover of the equipment. 2) Check if jammed paper remains inside the fuser unit through the window for checking for paper jams. 3) Close the front cover of the equipment. 5 Turn the green dial and remove the paper coming out of the upper part of the fuser unit.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 8 Turn the green dial and remove the paper coming out of the lower part of the fuser unit. 9 Return the duplexing unit to its original position. Hold the position shown in the figure when closing it. Do not put your hand or fingers on the duplexing unit when closing it. They could be caught and this could injure you. Paper jam in the duplexing unit y Do not touch the metal portion of the guide plate of the duplexing unit.
1 TROUBLESHOOTING FOR THE HARDWARE 3 Remove the jammed paper. 4 Close the duplexing unit cover. Do not put your hand or fingers on the duplexing unit cover when closing it. They could be caught and this could injure you. 5 Close the bypass tray. Paper jam in the Finisher and the Hole Punch Unit (both optional) 1 Separate the Finisher from the equipment. 1) Open the front cover of the Finisher when the Hole Punch Unit is not installed.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 3) Move the Finisher slowly placing your hands on the positions shown in the figure. When the Hole Punch Unit is not installed When the Hole Punch Unit is installed 2 Raise the lever and open the upper receiving tray. 3 Remove the jammed paper. 4 Remove the jammed paper from the right or left side.
1 TROUBLESHOOTING FOR THE HARDWARE 5 If the paper size is small, turn the knob shown in the following figures to send the paper, and then check that no paper is jammed. 1) Turn the knob to feed the paper. When the Hole Punch Unit is installed, open the front cover of the Finisher and turn the 2 knobs at the same time. When the Hole Punch Unit is not installed When the Hole Punch Unit is installed 2 1 2) Remove the jammed paper if it comes out.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 8 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 receiving tray. You can close it by pressing the right side of the lever with your hand. 9 Lower the shutter of the paper exit portion to open it. 10 Remove the jammed paper.
1 TROUBLESHOOTING FOR THE HARDWARE Paper jam in the Saddle Stitch unit (optional) The Saddle Stitch unit is inside the Saddle Stitch Finisher MJ-1104. 1 Remove the paper jammed in the paper exit side of the Saddle Stitch unit. 2 Separate the Finisher from the equipment. 1) Open the front cover of the Finisher when the Hole Punch Unit is not installed. Open the Hole Punch Unit cover when the Hole Punch Unit is installed. 2) Pull the knob to unlock the Finisher.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 4 Draw the green knob to the right. 5 Turn the knob to lower the paper until you cannot see it. 6 Return the green knob to the left. 7 Pull out the Saddle Stitch unit until it stops. 8 Open the transport guide on the right side.
1 TROUBLESHOOTING FOR THE HARDWARE 9 28 Remove the jammed paper. 10 Remove the jammed paper in the inside of the Saddle Stitch unit. 11 Close the transport guide. 12 Open the transport guide on the left side. 13 Push down the two green levers. Open it by pressing the two knobs.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 14 Remove the jammed paper. 15 Push up the two green levers. 16 Close the transport guide. 17 Return the Saddle Stitch unit to its original position. 18 Close the front cover first, and connect the Finisher to the equipment. Close it by pressing the two knobs. Move it slowly placing your hands on the positions shown in the figure. Be careful not to let your fingers be caught between the Finisher and the equipment.
1 TROUBLESHOOTING FOR THE HARDWARE Paper jam in the receiving unit Receiving tray 1 Remove the jammed paper from the receiving tray. 2 Clear the paper jam in the bridge unit. P.32 “Paper jam in the bridge unit” Side receiving tray 30 1 Remove the jammed paper from the side receiving tray. 2 Clear the paper jam in the bridge unit. P.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Receiving tray lower cover 1 Separate the Finisher from the equipment when it is installed. 1) Open the front cover of the Finisher when the Hole Punch Unit is not installed. Open the Hole Punch Unit cover when the Hole Punch Unit is installed. 2) Pull the knob to unlock the Finisher.
1 TROUBLESHOOTING FOR THE HARDWARE Paper jam in the bridge unit Do not touch the metal parts or motors of the bridge unit. You could be burned or the shock could cause an injury to your hand. Remove the jammed paper from the bridge unit after clearing all the other jams. You must remove other jammed paper from the equipment before clearing paper from the bridge unit. Pulling the bridge unit off the equipment without removing the jammed paper may cause the paper to be torn and left inside the equipment.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 5 Close the upper cover. 6 Remove the jammed paper from the bottom of the bridge unit. 1) Open the lower cover by pinching the lever. 2) Remove the jammed paper. 7 Close the lower cover, return the bridge unit to the inside of the equipment, and then close the front cover of the equipment.
1 TROUBLESHOOTING FOR THE HARDWARE Jam when making copies or prints (using a drawer) 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. 34 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]. The equipment starts warming-up.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 6 Press the drawer button indicated in the message. 7 Press the paper size button for the paper that is set in the drawer.
1 TROUBLESHOOTING FOR THE HARDWARE 8 Confirm that the paper size is correctly detected if you pressed [AUTO (mm)] or [AUTO inch] at step 7. The detected paper size is indicated on the drawer button of the hardware device graphic image on the left side of the display. An incorrect paper size indication or the “UNDEF” indication shows an unsuccessful detection. In this case, check if: y There is too much space between the paper and the side and end guides of the drawer.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 5 Try copying or printing again. 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.
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 1.TROUBLESHOOTING FOR THE HARDWARE 2 Remove the jammed paper. 3 Pull out the drawer indicated in the message, check the type of the paper placed in the drawer, and then close the drawer. 4 Press the [POWER] button on the control panel. 5 Press the [USER FUNCTIONS] button on the control panel. 6 Press the [USER] tab and press [DRAWER]. The equipment starts warming-up.
1 TROUBLESHOOTING FOR THE HARDWARE 7 Press the drawer button indicated in the message and press [PAPER TYPE]. 8 Press the paper type button for the paper that is set in the drawer. 9 Press the [USER FUNCTIONS] button to return to the basic menu and try copying or printing again. Paper jams could occur despite there being consistency between the type of paper in a drawer and the type registered for the drawer in the equipment. This may be due to two or more sheets being fed together.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 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 type registered to the drawer indicated in the message by means of the drawer button on the touch panel. 6 Place the same type paper as the type indicated in the message. The equipment starts warming-up. Printing resumes.
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.42 “Staple jam in the Finisher” P.43 “Staple jam in the Saddle Stitch unit” Staple jam in the Finisher 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 1.TROUBLESHOOTING FOR THE HARDWARE 5 Holding the knob, raise the guide, and return it to its original position. 6 Remove the staples fallen between the staple cartridge and the staple case or the ones in the staple receiver. 7 Fit the staple cartridge into the stapler. 8 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 does not move.
1 TROUBLESHOOTING FOR THE HARDWARE 2 Remove the staple cartridge. 1 2 3 Raise the guide while holding the knob. A: Stapling area Do not touch the stapling area. The actual needle point could cause you personal injury. 4 Remove the jammed staples. 5 Holding the knob, lower the guide, and return it to its original position. 6 Fit the staple cartridge. Insert the cartridge until it is caught by the latch and secured with a click.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 7 Return the Saddle Stitch unit to its original position.
1 TROUBLESHOOTING FOR THE HARDWARE Replacing a Toner Cartridge When the toner cartridge runs out, the message “Install New *** (color name) toner cartridge” appears. Replace the toner cartridge following the procedure below when you see this message. To assure an optimal performance, we recommend that you use TOSHIBA toner cartridges. Never attempt to incinerate toner cartridges. Dispose of used toner cartridges and waste toner boxes in accordance with local regulations.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 1 Open the front cover. 2 Grasp the recess and slowly pull out the color toner cartridge to be replaced. 3 When the cartridge has been pulled out more than halfway, support it with your hand while pulling it straight out. Never attempt to incinerate toner cartridges. Dispose of used toner cartridges and waste toner boxes in accordance with local regulations.
1 TROUBLESHOOTING FOR THE HARDWARE 48 6 Push in the new toner cartridge straight until it stops. 7 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 50 3 Press [REPLACE TONER CARTRIDGE]. 4 To replace a toner cartridge, press [YES]. To cancel, press [NO]. 5 Press the button for the toner color you intend to replace.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 6 To replace the toner cartridge, press [YES]. To cancel, press [NO]. 7 Replace the toner cartridge. 8 Press [FINISH]. See P.46 “Replacing a Toner Cartridge” for the correct procedure.
1 TROUBLESHOOTING FOR THE HARDWARE Replacing the Waste Toner Box When the waste toner box becomes full, the symbol for replacement of the waste toner box blinks and the message “Dispose of used toner” appears. Replace the waste toner box following the procedure below. Never attempt to incinerate waste toner boxes. Dispose of used toner cartridges and waste toner boxes in accordance with local regulations. 1 Separate the Finisher from the equipment when it is installed.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 4 Put the cap on the opening of the waste toner box. 1) Loosen and take off the cap on the front top of the waste toner box. 2) Put the cap firmly on the opening of the waste toner box. Never attempt to incinerate waste toner boxes. Dispose of used toner cartridges and waste toner boxes in accordance with local regulations. 5 Insert a new waste toner box into the slot until it stops. 6 Close the waste toner box cover.
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.54 “Refilling the Finisher staples” P.55 “Refilling the Saddle Stitch unit staples” Refilling the Finisher staples 1 Open the front cover of the Finisher. 2 Remove the staple cartridge. 3 Take the empty staple case out of the staple cartridge.
1 TROUBLESHOOTING FOR THE HARDWARE 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.
1 TROUBLESHOOTING FOR THE HARDWARE 4 After the transparent cover is lifted, take the empty staple case out of the cartridge. 1 2 5 Fit the new staple case into the staple cartridge. Insert it to the rear until it clicks. At this step, do not remove the seal bundling the staples. 6 Press down the transparent cover of the cartridge. 7 Pull out straight the seal bundling the staples. 8 Fit the staple cartridge into the stapler. Press it down until it clicks.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 9 Return the Saddle Stitch unit to its original position.
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. 58 1 Open 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.
TROUBLESHOOTING FOR COPYING 2. This chapter describes how to troubleshoot the problems of copy function 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 Copying Guide. Copying stops while scanning the originals.
2 TROUBLESHOOTING FOR COPYING 2.TROUBLESHOOTING FOR COPYING Problem Description Cause Corrective Action Copied image has black streaks in the horizontal direction. The scanning area or guides is marked. Clean them. P.100 “Daily Care for the Equipment” Copied image is rough. The paper type setting is not suitable for the paper actually used. Match the paper type setting to the actual paper you are using.
TROUBLESHOOTING FOR PRINTING 3. This chapter describes how to troubleshoot the problems on printing. Print Job Problems ................................................................................................................ 64 Clearing print job errors ........................................................................................................................................64 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.82 “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................................................................................................................ 72 Cannot E-mail my scans ......................................................................................................................................72 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................................................................................................ 74 e-Filing Web Utility terminates the session...........................................................................................................74 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 76 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............................................................................... 78 Cannot locate the equipment in the network ........................................................................................................78 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 ........................................................... 90 Error Messages ...................................................................................................................... 92 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.54 “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 92 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 Main Motor Error - Please Contact Service Technician. Corrective Action Contact your service representative. Printer Output Error - Please Contact Service Technician. Contact your service representative. Printer Input Error - Please Contact Service Technician. Contact your service representative. Expired scan documents deleted from share folder.
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess TopAccess Message 94 Corrective Action Active Directory Domain - Clock Skew error due to difference in Time between Server and MFP The clocks need to be synchronized. Please check whether SNTP is configured correctly on the equipment. Active Directory Domain - Kerberos Ticket has expired and cannot be used for Authentication Please confirm the validity period of the ticket set by the Kerberos server. Please retry again after the fresh ticket is issued.
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess TopAccess Message Corrective Action Authentication Method mismatch Mismatch in IKE authentication type. Check the Authentication type in MFP and peer. IKE Version mismatch Mismatch in IKE version. Check the IKE version in MFP and peer. 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.
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 explains the daily care for the equipment. When You Think Something Is Wrong With the Equipment............................................. 106 General operations .............................................................................................................................................106 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 (Copying Guide and 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 instruction. 3 1 2 4 1.
INDEX A N AppleTalk print ..........................................................68 N/W-Fax driver ......................................................... 85 “Near Empty” toner cartridge - replacing ...................... 49 Network Fax driver .................................................... 85 Novell print ............................................................... 83 C Clients ......................................................................69 Command line option ....................
U User information ......................................................106 W Waste toner box - replacing ........................................
FC-5520C/6520C/6530C OME080006C0
MULTIFUNCTIONAL DIGITAL COLOR SYSTEMS Troubleshooting Guide 2-17-2, HIGASHIGOTANDA, SHINAGAWA-KU, TOKYO, 141-8664, JAPAN ©2008, 2009 TOSHIBA TEC CORPORATION All rights reserved R071220E8903-TTEC Ver03 2009-12
