OKI C9850 MFP, C9850hdn, C9850hdtn Troubleshooting
C9850 Series
Troubleshooting and Maintenance Guide
C9850hdn
C9850hdtn
C9850 MFP
TM
C9000
P
REFACE
Every effort has been made to ensure that the information in this document is complete,
accurate, and up-to-date. Oki assumes no responsibility for the results of errors beyond its
control. Oki also cannot guarantee that changes in software and equipment made by other
manufacturers and referred to in this guide will not affect the applicability of the
information in it. Mention of software products manufactured by other companies does not
necessarily constitute endorsement by Oki.
While all reasonable efforts have been made to make this document as accurate and helpful
as possible, we make no warranty of any kind, expressed or implied, as to the accuracy or
completeness of the information contained herein.
The most up-to-date drivers and manuals are available from the Oki web site:
http://www.okiprintingsolutions.com
Copyright © 2008 Oki Europe Ltd. All rights reserved.
Oki, Oki Printing Solutions and Microline are registered trademarks of Oki Electric Industry
Company, Ltd.
Energy Star is a trademark of the United States Environmental Protection Agency.
Microsoft, MS-DOS and Windows are registered trademarks of Microsoft Corporation.
Apple, Macintosh, Mac and Mac OS are registered trademarks of Apple Computer.
Other product names and brand names are registered trademarks or trademarks of their
proprietors.
As an ENERGY STAR Program Participant, the manufacturer has determined
that this product meets the ENERGY STAR guidelines for energy efficiency.
This product complies with the requirements of the Council Directives 2004/
108/EC (EMC), 2006/95/EC (LVD) and 1999/5/EC (R&TTE), as amended
where applicable, on the approximation of the laws of the member states
relating to electromagnetic compatibility, low voltage and radio &
telecommunications terminal equipment.
CAUTION!
This product complies with EN55022 Class B. However, when fitted
with the optional scanner and/or finisher, compliance to EN55022
is Class A. In a domestic environment this configuration may cause
radio interference, in which case the user may be required to take
adequate measures.
Preface > 2
E
MERGENCY FIRST AID
Take care with toner powder:
If swallowed, give small amounts of cold water and seek medical attention.
DO NOT attempt to induce vomiting.
If inhaled, move the person to an open area for fresh air. Seek medical
attention.
If it gets into the eyes, flush with large amounts of water for at least 15
minutes keeping eyelids open. Seek medical attention.
Spillages should be treated with cold water and soap to help reduce risk of
staining skin or clothing.
M
ANUFACTURER
Oki Data Corporation,
4-11-22 Shibaura, Minato-ku,
Tokyo 108-8551,
Japan
I
MPORTER TO THE
Oki Europe Limited (trading as Oki Printing Solutions)
Central House
Balfour Road
Hounslow
TW3 1HY
United Kingdom
EU/
AUTHORISED REPRESENTATIVE
For all sales, support and general enquiries contact your local distributor.
E
NVIRONMENTAL
INFORMATION
Emergency first aid > 3
C
ONTENTS
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2
Emergency first aid . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3
Manufacturer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3
Importer to the EU/authorised representative. . . . . . . . . . . . . . . . . . . . .3
Environmental information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3
Notes, cautions and warnings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6
About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7
Documentation suite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Purpose of this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Calibration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Troubleshooting - printer unit. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9
General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Paper jams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Paper jams – printer unit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Paper jams – duplex unit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16
Paper jams – Finisher (optional accessory) . . . . . . . . . . . . . . . . . . . . . .19
Avoiding printer unit paper jams . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28
Staple jams – Finisher (optional accessory) . . . . . . . . . . . . . . . . . . . . . . .29
Dealing with unsatisfactory printing. . . . . . . . . . . . . . . . . . . . . . . . . . . . .32
Troubleshooting - scanner unit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34
General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34
Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34
SendMe . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34
Paper jams – ADF . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34
Dealing with unsatisfactory copying results . . . . . . . . . . . . . . . . . . . . . . .34
Consumables and maintenance – printer unit . . . . . . . . . . . . . . . . . . . .35
Checking consumable/maintenance item usage . . . . . . . . . . . . . . . . . . . .35
Replacement indications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35
Consumable item order information. . . . . . . . . . . . . . . . . . . . . . . . . . . . .36
Maintenance item order details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36
Replacing consumables/maintenance items . . . . . . . . . . . . . . . . . . . . . . .36
Cleaning the LED heads . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37
Cleaning the paper feed rollers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38
Cleaning the printer unit casing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41
Emptying the punch chip box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42
Maintenance – scanner unit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .44
Cleaning the ADF. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .44
Cleaning the touch screen display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .44
Cleaning the document glass . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .45
Replacing the snap-in pad module. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .45
Removing the snap-in pad module . . . . . . . . . . . . . . . . . . . . . . . . . . .45
Inserting a new snap-in pad module . . . . . . . . . . . . . . . . . . . . . . . . . .46
Calibrating the MFP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47
Appendix A – Printer information and error messages. . . . . . . . . . . . . .49
Appendix B – Troubleshooting (network). . . . . . . . . . . . . . . . . . . . . . . .60
Cannot send e-mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .60
Cannot search on LDAP server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .60
Environmental information > 4
Appendix C – Fax problem checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . .61
Appendix D – SendMe information and error messages . . . . . . . . . . . . .63
Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63
Email server returns an error message to the sendme software . . . . . . .63
General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .64
Admin menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .65
LDAP authentication setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .65
LDAP authentication Test Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .65
Changing admin password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .65
Creating / editing / deleting local users . . . . . . . . . . . . . . . . . . . . . . . .65
Synchronization tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .66
Legal stamping tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .66
Centralized settings tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .66
NetConnect. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .66
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68
Oki contact details. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .69
Environmental information > 5
N
OTES, CAUTIONS AND WARNINGS
NOTE
A note provides additional information to supplement the main text.
CAUTION!
A caution provides additional information which, if ignored, may
result in equipment malfunction or damage.
WARNING!
A warning provides additional information which, if ignored, may
result in a risk of personal injury.
For the protection of your product, and in order to ensure that you benefit from its full
functionality, this model has been designed to operate only with genuine Oki Printing
Solutions toner cartridges. These can be identified by the Oki Printing Solutions trademark.
Any other toner cartridge may not operate at all, even if it is described as “compatible”,
and if it does work, your product's performance and print quality may be degraded.
Specifications subject to change without notice. All trademarks acknowledged.
Notes, cautions and warnings > 6
A
BOUT THIS GUIDE
D
OCUMENTATION SUITE
This guide is part of a suite of online and printed documentation provided to help you to
become familiar with your product and to make the best use of its many powerful features.
The documentation is summarised below for reference and is found on the Manuals CD /
DVD unless indicated otherwise:
> Installation Safety Booklet (printed)
> Quick Configuration Guide
> Quick User’s Guide
> Advanced User’s Guide
> Troubleshooting, Maintenance Guide (this document)
> SendMe™ Guide
> Fiery Manuals Suite
> Installation Guides – for consumables and optional accessories (printed)
> Online Help – accessible from control panels, printer drivers and utility software
P
URPOSE OF THIS GUIDE
NOTE
This guide is written to cover the complete C9850 series of products and as
such may contain information about features that your product does not have
installed.
The purpose of this guide is to provide you with sufficient information to enable you to carry
out basic troubleshooting and maintenance on your product. For example, you will be
guided through:
> clearing paper jams, which, although occurring infrequently, must nevertheless be
detected and cleared as quickly as possible
> replacing consumables such as toner cartridges and image drums when required
> calibrating the system for continued high quality results
About this guide > 7
I
NTRODUCTION
T
ROUBLESHOOTING
Although your system has been carefully designed with reliable, problem-free operation in
mind, problems nevertheless do happen. For example, a paper jam can occur during a large
printing job and clearing the jam as quickly as possible is of utmost importance. This guide,
in conjunction with the messages and images on the printer control panel and easy access
to the different areas of the paper path in the printer unit will help you to locate and clear
a paper jam quickly and efficiently. Likewise, this guide provides guidance on clearing
paper jams in the scanner unit. Also, advice is provided on how to avoid paper jams and
how to troubleshoot other possible problems to help to minimise system downtime.
M
AINTENANCE
With continued print quality in mind, you will find in this guide information on routine
maintenance of printer unit and scanner unit components, replacing consumables such as
toner cartridges and image drums and general advice on how to deal with unsatisfactory
printing or copying.
C
ALIBRATION
Continuing the theme of print quality, advice is provided on how and when to calibrate the
system for optimal print performance.
Introduction > 8
T
ROUBLESHOOTING
G
ENERAL
If the printer unit display panel does not display anything or is still in standby mode 10
minutes after switching on, follow the printer unit shutdown sequence to switch it off. Check
all cable connections before restarting the printer unit. If the problem persists, contact your
dealer.
P
RINTER
For specific printer information messages and error codes, refer to “Appendix A – Printer
information and error messages” on page 49.
N
ETWORK
The majority of networking troubleshooting is dealt with in the Fiery Configuration Guide.
For specific troubleshooting on e-mail and LDAP server problems, refer to “Appendix B –
Troubleshooting (network)” on page 60.
P
APER JAMS
This section provides information to help you deal with problems that may arise when using
the MFP. The following paragraphs describe actions to take in the event of a paper jam and
how to deal with unsatisfactory print results. Display panel messages about paper jams and
relevant actions are given in this section while a list of other typical messages and
suggested responses is given in the “Appendix A – Printer information and error messages”
on page 49.
-
PRINTER UNIT
For paper jams within the ADF, refer to “Troubleshooting - scanner unit” on page 34.
P
APER JAMS
If a paper jam occurs, a message appears on the display panel in the printer unit Control
Panel. You can press the Help button to display guidance on how to clear the jam.
For full details of clearing jams, refer to the following paragraphs, which correspond to the
paper jam messages.
Open cover, paper jam, tttttt side cover
Tray 1, or any one of Tray 2 to Tray 4, can appear in place of the tttttt characters in the
display panel message. In this example Tray 1 is used, the procedure being similar for all
other trays.
1. Squeeze the catch (1) on Tray 1 side cover and open the cover.
–
PRINTER UNIT
1
Troubleshooting - printer unit > 9
2. Holding it by the tab (2), turn the paper guide outward.
2
3. Carefully remove the jammed paper.
4. Put the paper guide back into position and close Tray 1 side cover.
Open cover, paper jam, side cover
1. If the MP Tray is open, close it so that the side cover (1) is visible.
1
Troubleshooting - printer unit > 10
2. Pull the release lever (2) and pull open the side cover.
2
3. Carefully remove the jammed paper.
4. Close the side cover.
Troubleshooting - printer unit > 11
Open cover, paper jam, top cover
1. Raise the scanner unit, squeeze the printer unit top cover handle (1) and open the
top cover.
1
WARNING!
Be careful not to touch the fuser unit which is hot after printing.
2. Squeeze the basket handle (2) and raise the drum basket.
3. Carefully remove any paper on the belt.
Troubleshooting - printer unit > 12
4. If paper is jammed in the fuser unit, push the lock lever (3) in the direction shown to
release the unit.
WARNING!
Be careful not to touch the fuser unit which may be hot after
printing. If the fuser unit is hot, wait until it cools before
attempting to remove any jammed paper.
Holding the fuser unit (4) by the handle, lift it out of the printer unit and place it on
a flat surface.
4
3
5. Pull up the jam release levers (5) and remove the jammed paper.
5
Troubleshooting - printer unit > 13
6. Carefully replace the fuser unit into the printer unit and turn the lock lever (6) in the
direction shown to lock the fuser unit.
6
7. If paper is jammed near the paper exit, open the face-up stacker (7).
7
8. Open the side cover (paper exit) (8) and remove the jammed paper.
8
Troubleshooting - printer unit > 14
9. Close the side cover (paper exit) and then the face-up stacker.
10. Return the image drum basket (9) into position and check it is locked.
9
11. Close the printer unit top cover and ensure it is latched, then lower the scanner unit.
Troubleshooting - printer unit > 15
P
APER JAMS
–
DUPLEX UNIT
Check duplex unit, paper jam
1. If a Finisher unit is attached to your printer unit, operate the lever (1) of the Inverter
unit to separate the Inverter from the printer.
1
2. Operate the duplex cover release button (2) and open the cover.
2
3. Carefully remove any jammed paper then close the cover.
Troubleshooting - printer unit > 16
4. Operate the levers (3) and pull out the duplex unit.
3
3
5. Holding the front top cover by the grip (4), push it gently inwards and raise it.
6. Remove any jammed paper.
4
Troubleshooting - printer unit > 17
7. In similar manner, check for and clear any paper jammed under the rear top cover.
8. Replace the two top covers.
9. Push the duplex unit back into position.
Troubleshooting - printer unit > 18
10. If you detached a Finisher unit to gain access to the duplex unit, replace the Finisher
unit.
P
APER JAMS
– F
INISHER (OPTIONAL ACCESSORY
)
Check Finisher, paper jam/paper remains
Use the Help button on the printer unit control panel to check the number displayed. You
will need this to be able to clear the paper jam. The following paragraphs explain what to
do for each of the indicated numeric codes.
591, 592, 593, 599/ 643, 645 (paper jam around Finisher)
1. Remove any paper at the Finisher paper exit.
2. Operate the Finisher lever (1) and move the Finisher away from the Inverter.
1
Troubleshooting - printer unit > 19
3. Open the Finisher top cover.
4. Carefully remove any jammed paper.
5. Close the Finisher top cover.
6. Move the Finisher back into position and connect it to the Inverter.
Troubleshooting - printer unit > 20
594, 597, 598/ 644, 646 (paper jam in Finisher)
1. Operate the Finisher lever (1) and move the Finisher away from the Inverter.
1
2. Open the Finisher front cover (2).
2
3. Continue to turn the lower knob (3) clockwise until any jammed paper is completely
ejected.
3
4. Remove the ejected paper.
Troubleshooting - printer unit > 21
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