Xerox DocuPrint Network Printer Series Troubleshooting Guide for Models 96/4635/180 NPS Version 7.
Xerox Corporation 701 S. Aviation Boulevard El Segundo, CA 90245 ©1997, 1998, 1999, 2000 by Xerox Corporation. All rights reserved. Copyright protection claimed includes all forms and matters of copyrightable material and information now allowed by statutory or judicial law or hereinafter granted, including without limitation, material generated from the software programs which are displayed on the screen, such as icons, screen displays, looks, etc. Printed in the United States of America.
Laser safety ! Warning: Adjustments, use of controls, or performance of procedures other than those specified herein may result in hazardous light exposure. The Xerox DocuPrint printers are certified to comply with the performance standards of the U.S. Department of Health, Education, and Welfare for Class 1 laser products. Class 1 laser products do not emit hazardous radiation.
• Always place equipment on a solid support surface with adequate strength for its weight. • Always use materials and supplies specifically designed for your Xerox equipment. Use of unsuitable materials may result in poor performance and may create a hazardous situation. • Never move either the printer or the Printer Controller without first contacting Xerox for approval. • Never attempt any maintenance that is not specifically described in this documentation.
Table of contents Laser safety iii Ozone information iii Operation safety iii Introduction vii About this guide vii Contents vii Conventions viii Related publications 1. Calling for service ix 1-1 Information to have on hand when calling for service 1-1 Enabling and disabling the modem for remote service 1-2 2. Fault masking 2-1 3. Troubleshooting Xerox Client Software installation 3-1 4. Troubleshooting a Novell implementation 4-1 5.
TABLE OF CONTENTS Calculating throughput 7-5 Minimizing the start-up latency 300 dpi versus 600 dpi performance 7-7 7-9 Setting page order 7-10 Product features that affect print quality 7-10 Proprietary PostScript extensions 7-10 Device-dependent operators 7-11 Gray shading—setscreen and setcolorscreen 7-11 Gray shading—settransfer and transfer function 7-11 Smooth curves—setflat 7-12 Invisible strokes—0 setlinewidth 7-12 Scan conversion—fill, eofill, and stroke 7-12 8.
Introduction This Xerox DocuPrint Network Printer Series Troubleshooting Guide describes how to solve some specific problems that may occur when you are using the Xerox DocuPrint 96, 4635, or 180 Network Printing System (NPS). About this guide This guide is designed for Xerox DocuPrint 96/4635/180 NPS operators whose job consists of the routine operation of one of these systems. Users should have an understanding of Printer Controller operations.
INTRODUCTION Conventions This guide uses the following conventions: • All caps and angle brackets—Within procedures, the names of keys are shown in all caps within angle brackets (for example, press ). • Angle brackets—Variable information, or the position of a specified argument in the command syntax, appears in angle brackets (for example, List Fonts ). • Bold—Within procedures, text and numbers that you enter are shown in bold (for example, enter privilege operator).
INTRODUCTION Related publications The Xerox DocuPrint Network Printer Series includes the following documents: Decomposition Service and Tools Guide Guide to Configuring and Managing the System Guide to Managing Print Jobs Guide to Performing Routine Maintenance Guide to Submitting Jobs from the Client Guide to Using Page Description Language Installation Planning Guide Messages Guide System Overview Guide Troubleshooting Guide Glossary Master Index Customer Information Quick Reference Card Printer Control
INTRODUCTION x XEROX DOCUPRINT 96/4635/180 NPS TROUBLESHOOTING GUIDE
1. 1Calling for service Before calling your customer service support center, make sure you have read this chapter and have tried the corrective actions described here. If the problem persists, gather the necessary information and call the customer support center.
CALLING FOR SERVICE Enabling and disabling the modem for remote service Your system may be set up to use Sixth Sense Technology—a remote communication capability. Sixth Sense Technology is a suite of tools that allow service personnel to connect with a system and evaluate its performance. The service person can troubleshoot problems remotely, transfer, apply, and remove patches remotely, and, if an on-site call is required, arrive with the solution to fix the problem.
2. 2Fault masking This chapter describes the behavior of the 96/4635/180 NPS while printing with fault conditions in existence. The DocuPrint 96, 4635, and 180 NPS enable you to continue printing while certain faults or conditions exist in parts of the printer not currently in use. Such faults or conditions are said to be masked. If, for example, you are printing a job using feeder tray 1 and stacker bin A, the printer continues printing even if feeder tray 2 is jammed or if stacker bin B is full.
FAULT MASKING Figure 2-2. Fault List screen The Fault List screen displays any outstanding fault codes and shows a mimic of the printer; the area containing the masked fault is highlighted in light yellow. For greatest printer productivity, clear any masked faults at your earliest opportunity. When the printer stops because of a fault, display the Fault List screen after clearing the fault to see if there are any masked faults. Clear these masked faults before continuing with the print job.
3. 3Troubleshooting Xerox Client Software installation If you are unable to install the Xerox Client Software, or if you install it and all requests submitted fail, try the following: • Make sure the Xerox Client print command does not clash with the local print command on the client system. To verify this, at the prompt (or on a new shell window prompt, for Sun clients), enter print. You should see the usage message for the Xerox Client print command.
TROUBLESHOOTING XEROX CLIENT SOFTWARE INSTALLATION The following table, “Xerox Client Software installation error messages” provides a reference to error messages that may display during installation of Xerox Client Software. Table 3-1. Xerox Client Software installation error messages Error message Description Installation not complete. Problems may have Appears if any of the client files are missing occurred during the transfer of files. Please verify that at the end of installation.
4. 4Troubleshooting a Novell implementation The following tables describe some ways to troubleshoot a Novell implementation from the log messages that appear in the DocuPrint NPS log /varnog/DocuPrint. Table 4-1. PSERVER problems Problem Probable Cause Resolution Log message says there is a problem locating a NetWare server. DocuPrint is not getting SAP packets for the server. If there is an external connectivity problem: • There is a basic connectivity or routing problem.
TROUBLESHOOTING A NOVELL IMPLEMENTATION Table 4-1. 4-2 PSERVER problems (continued) Problem Probable Cause Resolution Log message indicates failure to login and password settings are correct. A PSERVER with DocuPrint’s PSERVER name is running on the file server or on another machine (this could even be another DocuPrint configured to use the same PSERVER name).
TROUBLESHOOTING A NOVELL IMPLEMENTATION The following table describes troubleshooting RPRINTER problems. Table 4-2. RPRINTER problems Problem Probable Cause Resolution Log message says: DocuPrint NPS is not getting SAP packets advertising the print server. If there is an external connectivity problem: PSERVER should work when it is repaired. • • "Cannot locate any Netware print server from the net." "Requested server not responding. • There is a basic connectivity or routing problem.
TROUBLESHOOTING A NOVELL IMPLEMENTATION 4-4 XEROX DOCUPRINT 96/4635/180 NPS TROUBLESHOOTING GUIDE
5. 5Clearing paper misfeeds and jams This chapter shows the steps for clearing paper misfeeds and jams from various areas of the printer. Clearing a feeder tray fault When paper is misfed from the paper trays, complete the following steps: 1. Go to the paper tray indicated by the message and graphic displays of the printer control console. 2. Press the Tray Unlock button on the front left of the paper tray. 3. When the Ready To Open indicator is lit, pull the bar up and out to open the tray.
CLEARING PAPER MISFEEDS AND JAMS 4. Press the green lever to unlatch the paper feeder assembly. 5. Remove and discard any partially fed paper. Make sure the paper supply is neatly stacked and the stack is not higher than the MAX line on the length guide. Make sure the length guide is firmly touching the back edge of the stack. 6. Latch the paper feeder assembly by pressing the green dot until the assembly clicks into place.
CLEARING PAPER MISFEEDS AND JAMS 7. Slide the tray back into the printer until the tray latches and press the Continue button to resume printing. 8. Discard any pages sent to the sample tray or unused stacker tray when the paper jam was detected. Note: If the 96/4635/180 NPS does not continue printing after a paper tray fault or after paper is loaded, open then close the tray. The system should resume printing.
CLEARING PAPER MISFEEDS AND JAMS pull the belt off its track.) Allow a few seconds for the film remover to evaporate. 3. Latch the paper feeder assembly by pressing down on the bright green dot. Slide the paper tray completely back into the printer 2SHUDWH WKH V\VWHP DV XVXDO ,I \RX VWLOO H[ SHULHQFH PLVIHHGV SODFH D VHUYLFH FDOO Clearing paper jams Each area of the printer where jams can occur has detailed message labels that tell you how to clear the jam.
CLEARING PAPER MISFEEDS AND JAMS 1. Go to the area of the printer indicated by the messages and display on the printer control console. NOT READY Clear any paper in areas 8, 15, 16, 17, and 18 Fault Instructions Follow the instructions on the labels 8,15,16,17,and 18 to clear paper from theses areas. Clear any paper in areas 8, 15, 16, 17, and 18 Clear 2. Open any printer doors necessary to access the area. 3.
CLEARING PAPER MISFEEDS AND JAMS Printer areas This section provides illustrations of the various areas of the printer where jams may occur. The following illustration shows all the jam clearance areas for the 96/4635/180 printer. Areas 17, 18 Area 8 Are 19, Area Areas 2, Areas Area Areas Area Areas 6 3,4,5,7, 14,15, 13 11,12 13 11,12 9,10 16 The following illustrations show the individual jam clearance areas of the 96/4635/180 printer.
CLEARING PAPER MISFEEDS AND JAMS Area 3 Area 4 XEROX DOCUPRINT 96/4635/180 NPS TROUBLESHOOTING GUIDE 5-7
CLEARING PAPER MISFEEDS AND JAMS Area 5 Area 6 5-8 XEROX DOCUPRINT 96/4635/180 NPS TROUBLESHOOTING GUIDE
CLEARING PAPER MISFEEDS AND JAMS Area 7 Area 8 XEROX DOCUPRINT 96/4635/180 NPS TROUBLESHOOTING GUIDE 5-9
CLEARING PAPER MISFEEDS AND JAMS Note: If jammed paper rips as you are removing it from area 8, you may have to use the pinch lever in area 9 to remove the paper. Refer to the “Notes” section following the figure illustrating area 9. Area 9 Note: Pull the area 9 green lever toward you to unlatch it. Make sure you relatch the lever once you have cleared any paper in this area. You may also want to pull out tray 1 and hold the green lever down in order to remove paper wedged in this area more easily.
CLEARING PAPER MISFEEDS AND JAMS 3. Remove any paper caught in this area. 4. Replace the green pinch lever to its original position. 5. Discard any paper you removed.
CLEARING PAPER MISFEEDS AND JAMS Area 12 Note: For 180 printers, when clearing area 12, you are required to clear areas 12 and 13.
CLEARING PAPER MISFEEDS AND JAMS Area 14 Note: You may sometimes find paper lying on top of area 14, even though there is no message indicating a jam in this area. Discard the paper.
CLEARING PAPER MISFEEDS AND JAMS Area 16 Note: For 180 printers, when clearing area 16, you are required to clear areas 16 and 17.
CLEARING PAPER MISFEEDS AND JAMS Area 18 Note: Sometimes the printer control console messages direct you to discard the last sheet delivered to the stack following a jam in area 18. Check for this message when clearing an area 18 paper jam. If your printer has frequent jams in this area, you may need to clean the Q1107A sensor. Refer to the “Cleaning the sensors and the reflecting surfaces” section of the Guide to Performing Routine Maintenance.
CLEARING PAPER MISFEEDS AND JAMS Clearing bypass transport paper jams If your printer is configured with a bypass transport module, you should check for paper jams in areas 19 and 20 after clearing an area 18 paper jam. To clear bypass transport jams: 1. Open the bypass transport module door. 2. Press the area 19 green lever in the direction of the arrow printed on it. Area 19 3. Remove any paper in the exposed area. 4. Press the green lever to the left until the latch catches. 5.
CLEARING PAPER MISFEEDS AND JAMS Area 20 6. Remove any paper in the exposed area. 7. Press the green lever down and to the left until the latch catches. 8.
CLEARING PAPER MISFEEDS AND JAMS Paper curl and paper jams Too much curl in the paper stock can cause paper jams. You can adjust the decurler lever to eliminate most of these problems. Refer to the paper curl chart at the end of this chapter to determine the amount of curl in the paper stock. Measuring the paper curl To measure the paper curl: 1. Print five one-sided (simplex) 8.5 by 11 inch or A4 sheets. 2.
CLEARING PAPER MISFEEDS AND JAMS Adjusting the decurler lever To adjust the decurler lever: 1. Open the right door of the printer and locate the decurler lever. Figure 5-2. Decurler lever 2. If the print curl is +2 or more, move the green decurler lever to the right. 3. If the print is -3 or more, move the green decurler lever to the left. 4. If the decurler adjustment does not eliminate the paper curl problem, turn the paper stack over in the feeder tray. 5.
CLEARING PAPER MISFEEDS AND JAMS Figure 5-3.
6. 6Using sample documents You can use sample documents to test the print quality of your DocuPrint printer. Listing and printing sample documents The List Sample Documents command shows what sample documents are available. DocuPrintFAQ One sample document, DocuPrintFAQ, provides a list of frequently asked questions (FAQ) and answers about DocuPrint NPS. This document may contain information that can help you resolve some problems.
USING SAMPLE DOCUMENTS Example Listing sample documents: PS-op>list sample documents Available Sample Documents are: 100 pages 2pages 4pages 50pages dfaq0397 dpps FontDir HC iso8859-1 maze mesh50 mesh100 pclfont shapes StdPCLFonts StdPSFonts testgray testxerox worm XeroxSpiral XGFGoldenJob XGFLicenseRequestForm XRXGPJ1 XRXGPJ2 Print Sample Document Use the Print Sample Document command to print the sample document you select from the list.
USING SAMPLE DOCUMENTS Indicates the media you want to use for printing the sample document. Use the syntax to specify media. Specify “USLetter,” “USLegal,” “A4” or “nxn” for the size. Use a text string to indicate the media type and color. Specify weight in grams per square meter (gsm). Indicates you want the sample document to output to a specified stacker. You can specify “Top,” “1,” or “2.
USING SAMPLE DOCUMENTS 6-4 XEROX DOCUPRINT 96/4635/180 NPS TROUBLESHOOTING GUIDE
7. 7Adjusting print quality and speed This chapter considers means for checking and optimizing print quality and speed. Installing the custom transfer assist blade If you use nonstandard paper sizes, you should install the custom transfer assist blade to ensure good print quality. Caution: The custom transfer assist blade comes as a kit with detailed instructions. Be sure to follow the instructions carefully.
ADJUSTING PRINT QUALITY AND SPEED Correcting skewed printing If the printed output is repeatedly delivered with the image skewed (crooked on the page), or the pages themselves are damaged on arrival at the output bin, you may need to adjust the registration transport roll (heavy paper) levers. This may occur with heavy weight papers. Follow this procedure: 1. Open the right and left doors of the printer and locate the heavy paper levers, behind areas 2 and 4. 2.
ADJUSTING PRINT QUALITY AND SPEED Figure 7-2. 1 2 3 Three registration transport roll levers on system with 7 by 10-inch enablement kit Lever 1: Left - Maximum Pressure setting Lever 2: Right - Maximum Pressure setting Lever 3: Right - Maximum Pressure setting 4. When the print job is complete, return the levers to their normal position. 5. Close the doors.
ADJUSTING PRINT QUALITY AND SPEED Measuring performance You can use the DocuPrint sequencer log file to calculate print speeds. Although a stopwatch is the recommended method for obtaining sustained throughput print speeds, the sequencer log can be used to calculate speeds which include the start-up latency associated with the printer. This section describes how to calculate speeds using the sequencer log and how to minimize the start-up latency in your calculations.
ADJUSTING PRINT QUALITY AND SPEED PS-admin> Show Log 1 Quit 2 /var/log/DocuPrint 3 /var/log/DocuPrint.sequencer 4 /var/log/DocuPrint.Wed 5 /var/log/DocuPrint.Tue 6 /var/log/DocuPrint.Mon 7 /var/log/DocuPrint.sequencer.Mon 8 /var/log/DocuPrint.Sun 9 /var/log/DocuPrint.Sat 10 /var/log/DocuPrint.Fri 11 /var/log/DocuPrint.sequencer.Fri 12 /var/log/DocuPrint.Thu 13 /var/log/DocuPrint.sequencer.Wed 14 /var/log/DocuPrint.sequencer.Tue 15 /var/log/DocuPrint.sequencer.
ADJUSTING PRINT QUALITY AND SPEED Description Languages for more details about factors affecting performance. • The elapsed time, equal to the stop time minus the start time, is the total amount of time DocuPrint spent printing the job. The elapsed time includes delays for warm-up time, paper loading, jam clearing, print quality adjustments and the start-up latency associated with the first job in a set of jobs.
ADJUSTING PRINT QUALITY AND SPEED Since the DocuPrint usually decomposes more than one job at a time, the jobs are time-shared on the one processor and this will cause the decomposition time to be larger than if the DocuPrint decomposed once by itself. In the sample log, there are always 3 jobs printing at the same time and the decomposition times reported vary from 83.69 to 85.02. After submitting this job by itself, the decomposition time reported is: Job #213 start, ftpadmin, 99995163.
ADJUSTING PRINT QUALITY AND SPEED Sequencer restart at November 19, 1996 3:50:20 pm PST Job #236 start, ftpadmin, 99995163.ps, November 19, 1996 3:52:22 pm PST Printing duplex, 300 spi, 216 x 279 mm, 139 buf Job #237 start, ftpadmin, 99995163.ps, November 19, 1996 3:53:58 pm PST Job #236 stop, ftpadmin, 99995163.ps, November 19, 1996 3:54:34 pm PST pages: 217, decomp: 88.31, elapsed: 131.98 Job #238 start, ftpadmin, 99995163.ps, November 19, 1996 3:55:28 pm PST Job #237 stop, ftpadmin, 99995163.
ADJUSTING PRINT QUALITY AND SPEED Job #245 start, ftpadmin, 99995163.ps, November 19, 1996 4:06:34 pm PST Job #244 stop, ftpadmin, 99995163.ps, November 19, 1996 4:07:31 pm PST pages: 217, decomp: 90.09, elapsed: 154.39, compress: 4.39x, min free: 101877K compress pages: 13, expand pages: 0 Job #245 stop, ftpadmin, 99995163.ps, November 19, 1996 4:09:08 pm PST pages: 217, decomp: 87.61, elapsed: 154.50, compress: 5.
ADJUSTING PRINT QUALITY AND SPEED Setting page order DocuPrint delivers documents with the pages face down in the order presented in the Page Description Language. The order can be changed by setting the PageOrder attribute. If the Staple attribute is set, DocuPrint must deliver the document face up. In order to deliver the stapled document in the correct order, it must image the document in reverse page order.
ADJUSTING PRINT QUALITY AND SPEED Device-dependent operators Some PostScript operators result in device-dependent PostScript files. “Device dependence” means that devices having different output characteristics may produce different-looking output even though they use the same software. This section documents the most serious examples of device dependence. The PostScript Language Reference Manual, second edition, lists all of the graphics state operators that are considered device-dependent.
ADJUSTING PRINT QUALITY AND SPEED The PostScript language provides a scheme for overwriting the internal transfer function of a printing device by providing the settransfer and setcolortransfer operators. However, some Xerox PostScript devices do not allow you to overwrite their internal transfer function.
8. 8Correcting stacking problems This chapter describes stacker problems other than paper jams. It suggests corrective actions when printed sets are thrown around the stacker or the bin. (See “Clearing paper misfeeds and jams” for stacker paper jams.) Symptom Probable cause Action Papers are thrown around the stacker. Someone unloaded paper by opening the top cover of the stacker bin. Unload the bin following the normal procedure.
CORRECTING STACKING PROBLEMS 8-2 XEROX DOCUPRINT 96/4635/180 NPS TROUBLESHOOTING GUIDE
9. 9System unresponsive This chapter describes problems in which your monitor shows no image, the printer does not respond when you press the Continue button, or the printer main window does not respond. Symptom Probable cause Blank display: pressing a key fails to restore image. Monitor is switched off; brightness and contrast controls are misadjusted; or there is a more serious problem. Action 1. Make sure that the monitor is switched on. 2.
SYSTEM UNRESPONSIVE 9-2 XEROX DOCUPRINT 96/4635/180 NPS TROUBLESHOOTING GUIDE
Index settransfer function, 7-11 transfer function, 7-11 Numerics 300 dpi, 7-9 600 dpi, 7-9 A Attention light, 2-1 C calculating throughput, 7-5 Class 1 laser device, iii clearing feeder trays, 5-1–5-4 Continue button, no response, 9-1 Correcting stacking problems, 8-1 curl, paper, 5-18 custom transfer assist blade, installing, 7-1 H hard disk, Xerox Client Software requirements, 3-1 Hint icon, 2-1 hotlines ozone information, iii safety, iv I installing, custom transfer assist blade, 7-1 invisible stroke
INDEX P page order, setting, 7-10 paper curl adjusting, 5-19 measuring, 5-18 jams, checking job integrity, 5-5 misfeeds, frequent, 5-3 paper curl, measuring, 5-18 performance, 7-4 300 dpi vs.
