MULTIFUNCTIONAL DIGITAL SYSTEMS Troubleshooting Guide
©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 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 .......................................
Print jobs not output ............................................................................................................ 61 Chapter 4 TROUBLESHOOTING FOR SCANNING Scanning Problems ................................................................................................................ 64 Cannot E-mail my scans...................................................................................................... 64 Cannot find the data saved in the shared folder............................
Regular Maintenance ............................................................................................................. 98 INDEX .....................................................................................................................................................................
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 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 Saving energy Press START button The equipment has entered into the energy saving mode since it has not been used for a certain time. Press any of the [START], [COPY], [e-FILING], [SCAN], [PRINT], [FAX] and [ENERGY SAVER] buttons to clear the energy saving mode. CHANGE DRAWER TO CORRECT PAPER SIZE No paper suitable for the original is set. Place the suitable size paper for the original in the drawer.
1 TROUBLESHOOTING FOR THE HARDWARE Error Codes The error codes indicating the status of the equipment may appear on the touch panel. You can find the listings of these error codes in Chapter 7. P.
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 12 2 3 11 4 5 10 7 6 9 8 1. Finisher and Hole Punch Unit (both optional) ( P.17) 2. Inserter (optional) ( P.17) 3.
1 TROUBLESHOOTING FOR THE HARDWARE Clearing a paper jam Remove paper jammed inside the equipment after you have cleared all other jams. If you fail to clear all other jams first, the jammed paper may be torn and left inside the equipment. 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.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Do not touch the transfer belt. Do not touch the transfer belt when you removing the paper jammed inside the equipment. Doing so may cause damage on the equipment or result in a poor output. 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.
1 TROUBLESHOOTING FOR THE HARDWARE 4 Close the Reversing Automatic Document Feeder. Paper jam in the Reversing Automatic Document Feeder (Upper) 1 Raise the lever and open the upper cover. 2 1 2 Remove the original. 3 Turn the dial to remove the original. 4 Open the transport guide and remove the original.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 5 Close the transport guide. 6 Raise the original feeder tray, and remove the original under the guide plate. 1 2 7 Lower the original feeder tray. 8 Close the upper cover. Paper jam in the bypass tray 1 Pull out the jammed paper in the bypass tray.
1 TROUBLESHOOTING FOR THE HARDWARE 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. 16 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.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 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. Paper jam in the Finisher, Hole Punch Unit and Inserter (all optional) 1 Separate the finisher from the equipment. 2 When the Hole Punch Unit is installed, open the Hole Punch Unit cover.
1 TROUBLESHOOTING FOR THE HARDWARE 6 When the Inserter is installed, pull out the lever to open its jam access cover. 7 Remove the jammed paper. 8 Close the jam access cover of the Inserter. 9 Open the lower cover of the Inserter. 10 Remove the jammed paper. 11 Close the lower cover. 12 Raise the paper feeding tray of the Inserter, and then remove the jammed paper.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 13 Open the upper cover of the finisher. 14 Pull the knob 1 to open the buffer roller cover, and then remove the jammed paper. 1 1 2 15 Pull the knob up in the rear side of the finisher to open the guide. 16 Remove the jammed paper. 17 Close the guide. 18 Pull the knob 2 up to open the buffer roller.
1 TROUBLESHOOTING FOR THE HARDWARE 20 19 Remove the jammed paper. 20 Remove paper that sticks out from the paper exit side of the finisher. 21 Close the upper cover of the finisher. 22 Return the paper feed tray of the Inserter to its original position. 23 When the Saddle Stitch Finisher and the Inserter are installed together, open the front cover of the Inserter. 24 Open the guide plate of the saddle stitch unit. 25 Remove the jammed paper.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 26 Close the guide plate. 27 When the Saddle Stitch Finisher and the Inserter are installed together, close the lower cover of the Inserter. 28 When the Saddle Stitch Finisher is installed, open the lower cover of the Saddle Stitch Finisher. 29 Turn the right-hand knob counterclockwise until it stops. 30 While pushing the left-hand knob, turn it clockwise to remove the jammed paper.
1 TROUBLESHOOTING FOR THE HARDWARE 32 Remove the jammed paper. 33 Close the paper exit cover of the saddle stitch unit and the lower cover of the Saddle Stitch Finisher. 34 Connect the finisher to the equipment. Connect the finisher with the equipment while pressing the lock lever. Place your hand on portion A in the figure and then move the finisher carefully. A Be careful not to let your fingers be caught between the finisher and the equipment.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 3 Remove the jammed paper from the drawer. 4 Open the paper source drawer and remove the jammed paper. 5 Close the drawer and the paper feed cover. 6 Open the bypass cover. 7 Remove the jammed paper. 8 Close the bypass cover. 9 When the External Large Capacity Feeder is installed, connect it with the equipment. Move it slowly placing your hands on the point shown in the figure.
1 TROUBLESHOOTING FOR THE HARDWARE 10 When the finisher is installed, separate it from the equipment. A Separate the finisher from the equipment while pressing the lock lever. Place your hand on portion A in the figure and then move the finisher carefully. 11 Open the exit cover. 12 Remove the jammed paper on the exit cover side. B Do not touch the metal portion of the reverse unit (A in the figure) or the guide plate (B in the figure). It could burn or injure you.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 15 Turn the green knob of the fuser unit counterclockwise to remove the jammed paper. 16 Close the exit cover. 17 When the finisher is installed, connect it with the equipment. A Connect the finisher with the equipment while pressing the lock lever. Place your hand on portion A in the figure and then move the finisher carefully. Be careful not to let your fingers be caught between the finisher and the equipment.
1 TROUBLESHOOTING FOR THE HARDWARE 21 Close the fuser unit cover slowly. 22 Open the duplexer guide. 23 Remove the jammed paper. 24 Close the duplexer guide. 25 Push the transfer/transport unit into the equipment carefully while holding its lever. Then turn the lever counterclockwise by 90 degrees to lock it. 26 Close the front cover of the equipment.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE In this case, just clearing the jammed paper does not prevent another paper jam. Be sure to follow the procedure below. During the operation, the guidance for clearing the paper jam on the touch panel is not displayed. Take notes of the following before operation: where the paper jam occurred and for which drawer the paper size setting is incorrectly registered. Troubleshooting differs depending on how the paper jam has occurred: P.
1 TROUBLESHOOTING FOR THE HARDWARE 28 5 Press the [USER] tab to enter the [USER] menu and press [DRAWER]. 6 Press the drawer button indicated in the message. 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.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 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. 2 Remove the jammed paper. 3 Press the [POWER] button on the control panel. 4 Place the paper on the bypass tray and set the paper size. 5 Try copying or printing again.
1 TROUBLESHOOTING FOR THE HARDWARE 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. 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. 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.31 “Staple jam in the Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028” P.32 “Staple jam in the Saddle Stitch Finisher MJ-1029” P.34 “Staple jam in the saddle stitch unit” Staple jam in the Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028 1 Open the front cover of the finisher.
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. Insert the cartridge until the lever of the stapler goes up to be fixed securely. Staple jam in the Saddle Stitch Finisher MJ-1029 1 Open the front cover of the finisher. 2 Slightly raise and pull out the staple cartridge while holding its lever.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 3 Lower the guide while holding the knob. A Do not touch the stapling area (A in the figure). The actual needle point could cause you personal injury. 4 Remove any jammed staples with something sharp. 5 Holding the knob, raise the guide, and return it to its original position. 6 Fit the staple cartridge into the stapler. Insert the staple cartridge until you hear a click sound (the staple cartridge is latched).
1 TROUBLESHOOTING FOR THE HARDWARE Staple jam in the saddle stitch unit 1 Open the lower cover of the Saddle Stitch 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 4 Remove the staple cartridge.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 6 Remove the jammed staples. A Do not touch the stapling area (A in the figure). 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 lower cover of the Saddle Stitch Finisher. Test stapling starts automatically. Test stapling is necessary to prevent void stapling. Note that the test stapling starts automatically when the two requirements in step 11 are met with the lower cover of the Saddle Stitch Finisher closed. If the test stapling does not start, make sure to check the two requirements again. Then open and again close the lower cover of the Saddle Stitch Finisher.
1 TROUBLESHOOTING FOR THE HARDWARE Replacing a Toner Cartridge When the toner cartridge runs out, the message “Open the toner cover Install new toner cartridge” appears. Replace the toner cartridge following the procedure below when you see this message. To assure an optimal printing performance, we recommend that you use TOSHIBA toner cartridges. Never attempt to incinerate toner cartridges. Dispose of used toner cartridges in accordance with local regulations.
1 TROUBLESHOOTING FOR THE HARDWARE y You can replace a toner cartridge while the print function is in operation when “Open the toner cover Install new toner cartridge” is displayed. y Some toner remains in the toner cartridge while the message “Toner near Empty” is displayed. Although you can replace the toner cartridge with a new one, make sure you follow the procedure P.40 “Replacing a “Near Empty” toner cartridge”.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 5 Holding the new toner cartridge horizontally, pull out the seal in the direction of the arrow. 6 Install a new toner cartridge into the toner cartridge holder. When inserting the toner cartridge, be sure that the shutter of the toner cartridge and the label on the equipment side (both in orange) are aligned. y If it is hard to insert the toner cartridge, rotate it little by little to insert it in the correct position.
1 TROUBLESHOOTING FOR THE HARDWARE Replacing a “Near Empty” toner cartridge The message “Toner near Empty” appears on the touch panel when there is not much toner left in a toner cartridge. Some toner is still left in the toner cartridge while the message “Toner near Empty” is displayed. You can replace the toner cartridge with a new one, but if you do so, make sure to follow the procedure below.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 3 Press [REPLACE TONER CARTRIDGE]. 4 To replace a toner cartridge, press [YES]. To cancel, press [NO]. 5 Replace the toner cartridge. 6 Press [FINISH]. 7 Press the [USER FUNCTIONS] or [COPY] button on the control panel. See P.37 “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.42 “Refilling Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028 staples” P.43 “Refilling Saddle Stitch Finisher MJ-1029 staples” P.45 “Refilling saddle stitch unit staples” Refilling Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028 staples 1 Open the front cover of the finisher.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 5 Pull out the seal bundling the staples straight. 6 Fit the staple cartridge into the stapler. 7 Close the front cover of the finisher. Insert the cartridge until the lever of the stapler goes up to be fixed securely. If the message “Check staple cartridge” remains, repeat the procedure above from steps 1 to 7.
1 TROUBLESHOOTING FOR THE HARDWARE 3 Press the buttons on both sides of the staple cartridge to open the cover. 4 Pull out the empty staple case. 5 Fit the new staple case into the staple cartridge. Push the staple case into the cartridge until it clicks. In this step, do not remove the seal bundling the staples. 6 Pull out the seal bundling the staples straight. Then close the cover. 7 Fit the staple cartridge into the stapler.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 8 Close the front cover of the finisher. If the message “Check staple cartridge” remains, repeat the procedure above from steps 1 to 8. Refilling saddle stitch unit staples When the staples of the saddle stitch unit stapler in the Saddle Stitch Finisher have run out, refill them following the procedure below. 1 Open the lower cover of the finisher. 2 Slowly pull out the saddle stitch unit.
1 TROUBLESHOOTING FOR THE HARDWARE 5 Fit the new cartridges. 6 Unlock the stapler of the saddle stitch unit by pulling its handle toward you, and lower the stapler to its original position. Insert each cartridge until it is caught by the latch and is fixed with a click. 2 1 7 Slowly insert the saddle stitch unit into the finisher. 8 Make sure that the following two requirements are met before test stapling: y The Saddle Stitch Finisher is securely attached on the equipment.
1 TROUBLESHOOTING FOR THE HARDWARE Cleaning the Hole Punch Dust Bin When the hole punch dust bin becomes full, dispose of the paper punchings following the procedure below. 1 Open the Hole Punch Unit cover. 2 Pull out the hole punch dust bin. 3 Dispose of the paper punchings. 4 Push back in the hole punch dust bin. 5 Close the Hole Punch Unit cover.
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 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. (The message “The number of originals exceeds the limits Will you print out stored originals?” appears.
2 TROUBLESHOOTING FOR COPYING 2.TROUBLESHOOTING FOR COPYING Problem Description Copied image has black streaks in the horizontal direction. Cause The scanning area or guides are stained. Corrective Action Clean them. P.
TROUBLESHOOTING FOR PRINTING 3. This chapter describes how to troubleshoot the problems on printing. Print Job Problems ................................................................................................................ 54 Clearing print job errors ........................................................................................................................................54 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 To print by setting suitable-size paper in the drawer 1 Press the [JOB STATUS] which is blinking. 2 Press the drawer button whose paper size setting you intend to change. You can also select the drawer with or . 3 Place the paper in the drawer. 4 Press the paper size button corresponding to the size of the paper you have placed. 5 Press the [START] button. Printing is performed. Press [JOB STATUS] when printing has been completed.
3 TROUBLESHOOTING FOR PRINTING Cannot remember the document password for a Private Print job Problem Description I cannot remember the document password for my Private Print job. Corrective Action The document password for a Private Print job is never shown, once the job has been sent to the equipment. To print the failed Private Print job, submit the document again as a new Private Print job. The failed Private Print job remains unprinted in the job queue. To delete it, either way below is required.
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 Cannot print a job as expected using PS3 printer driver Problem Description When printing with the PS3 printer driver from the application that creates the PostScript code for printing such as Adobe Acrobat, the following print options may not work correctly: y Manual Scale y Print Paper Size y Paper Type y Use Front Cover y Use Back Cover y Insert Pages y Interleave Pages y Booklet y Multiple Pages per Sheet y All options from the [Effect] tab y All options from the [Image
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.74 “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................................................................................................................ 64 Cannot E-mail my scans ......................................................................................................................................64 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................................................................................................ 66 e-Filing Web Utility terminates the session...........................................................................................................66 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 68 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............................................................................... 70 Cannot locate the equipment in the network ........................................................................................................70 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 address 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 1 Is AppleTalk enabled on the equipment? Next Step Ø Ö Enable AppleTalk. 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 This port is currently in use Problem description The driver was either opened, printing a job, or in use by another printer or application, when you attempted to delete it. Corrective action Make sure all print jobs have been completed before deleting a port. If there are still problems, exit all applications and try again. Check each driver to see if another driver is using the same port. If so, first change the driver’s port setting and delete the port.
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 ........................................................... 80 Error Messages ...................................................................................................................... 82 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.42 “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 82 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 84 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 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 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............................................... 96 General operations...............................................................................................................................................96 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 Do not use such solvents as thinner or benzine when cleaning the surface of the equipment. - This could warp the shape of the surface or leave it discolored. - When using a chemical cleaning pad to clean it, follow the instructions. 3 1 2 4 1.
INDEX A N AppleTalk print ..........................................................59 N/W-Fax driver ......................................................... 77 “Near Empty” toner cartridge - replacing ...................... 40 Network Fax driver .................................................... 77 Novell print ............................................................... 75 C Cleaning hole punch dust bin .................................................47 regular maintenance ....................
U User information ........................................................
DP-5550/6550/7550/8550 OME08016900
MULTIFUNCTIONAL DIGITAL SYSTEMS Troubleshooting Guide 2-17-2, HIGASHIGOTANDA, SHINAGAWA-KU, TOKYO, 141-8664, JAPAN ©2009 TOSHIBA TEC CORPORATION All rights reserved R081120G7800-TTEC 2009-04
