Oki MB760dnfax, MB770dn, MB770dnfax, MB770dfnfax, ES7170dn MFP User's Manual Troubleshooting Guide

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User’s Manual

Troubleshooting Guide

This manual supports the following models. MB760dnfax, MB770dn, MB770dnfax, MB770dfnfax, ES7170dn MFP, ES7170dfn MFP, MB760, MB770, MB770f, MPS5502mb, MPS5502mbf

The illustrations of the machine used in this document may be different from what you actually see on your machine.

1 Troubleshooting............................. 4

When a Paper Jam Occurs.......................5

During Paper Jams ..............................................5

When a paper jam occurs in Tray 1, Multi-Purpose

Tray (MPT).............................................................5

When Paper Jam Occurs Inside the Machine.......... 7

When Paper Jam Occurs Under the Image Drum ...8

When Paper Jam Occurs Around the Fuser Unit... 10

Paper Jam on Both Sides of the Printer Unit .........12

When Paper Jam Occurs in Tray 2/3/4 (Option) .... 12

When Paper Jam Occurs in Inner Finisher (Option)

.............................................................................14

When a Document is Jammed...........................15

When a Staple Jammed.....................................16

When Staple Jam Occurs in Inner Finisher (Option)

.............................................................................16

When Staple Jam Occurs in Offline Stapler (Option)

.............................................................................17

TROUBLESHOOTING FOR THE

HARDWARE ...........................................18

When This Screen Is Displayed.........................18

Messages Displayed on the Touch Panel..........19

TROUBLESHOOTING FOR PRINTING...22

Print Job Problems.............................................22

Clearing print job errors .........................................22

Cannot remember the document password for a

Private Print job ................................................... 23

Printing a document including many graphics takes

time......................................................................23

Printer Driver Problems......................................23

Cannot print (port setting problems) ......................23

Cannot print (SNMP Community Name problems)

.............................................................................23

Command line options not processed....................24

Retrieval of printer configuration failed ..................24

Cannot change settings on the [Device Settings] tab

.............................................................................24

Network Connection Problems ..........................24

Cannot print with the equipment (network connection

problems).............................................................24

Cannot print with SMB print ...................................25

Client Problems..................................................25

Checking the client status...................................... 25

Hardware Problems ...........................................26

Print jobs not output............................................... 26

TROUBLESHOOTING FOR COPYING ...27

Copying Problems..............................................27

TROUBLESHOOTING for FAX ............... 29

Troubleshooting .................................................29

Error codes ............................................................ 29

Error messages .....................................................29

Transmission/reception trouble.............................. 30

Fax Specifications..............................................31

TROUBLESHOOTING FOR SCANNING

....32

Scanning Problems............................................32

Cannot E-mail my scans........................................ 32

Cannot find the data saved in the shared folder .... 32

TROUBLESHOOTING FOR e-Filing.......33

e-Filing Web Utility Problems .............................33

e-Filing Web Utility terminates the session............ 33

Numerous sub windows repeatedly appear........... 33

Displaying the items in the Contents Frame takes a

long time .............................................................. 33

Error messages .....................................................33

TROUBLESHOOTING FOR NETWORK

CONNECTIONS .....................................35

Locating the Equipment in the Network .............35

Cannot locate the equipment in the network ......... 35

Cannot locate the equipment with Local Discovery

............................................................................. 36

Equipment does not respond to ping command ....37

LDAP Search and Authentication Problems ......37

Network shutdown occurs or touch panel disabled

after LDAP search ............................................... 37

LDAP authentication takes a long time.................. 37

Printing Problems (Network Related).................38

SMB print in a Windows operating system

environment......................................................... 38

Raw TCP or LPR print in a Windows operating

system environment ............................................38

IPP print in a Windows operating system environment

............................................................................. 39

Novell print in a NetWare environment .................. 39

- 2 -

Table of contents

Macintosh environment.......................................... 40

Network Fax (N/W-Fax) Driver Problems...........40

N/W-Fax Driver Installation Error Messages.......... 40

N/W-Fax Driver General Errors..............................41

Wireless LAN Problems .....................................42

Client Software Authentication Problems...........43

Cannot log in using client software ........................43

CHECKING THE EQUIPMENT STATUS

WITH TopAccess ...................................44

Hardware Status Icons on TopAccess [Device]

Tab...................................................................44

Error Messages..................................................45

Error Codes........................................................46

Error codes on print jobs........................................46

Error codes on transmission and reception ...........47

Error codes on scan jobs .......................................50

2 Maintenance ................................. 55

Replacing Consumables / Maintenance

Units .......................................................56

Replacing the Print Cartridge (for MB series) ....56

Recommended Schedule for Replacing the Print

Cartridge ..........................................................56

Replace the Print Cartridge....................................57

Replacing the Toner Cartridge or Image Drum (for

ES/MPS series)................................................58

Recommended Schedule for Replacing the Image

Drum Cartridge ....................................................58

Replace the Toner Cartridge.................................. 59

Replace Only the Image Drum (To continue to use the

toner cartridge currently in use) ........................... 60

Replace the Image Drum and Toner Cartridge

Simultaneously ....................................................61

Replacing the Fuser Unit and Transfer Roller....63

Recommendation for Replacing the Fuser Unit and

Transfer Roller.....................................................63

Replace the fuser unit and transfer roller............... 63

Replacing the Inner Finisher Cartridge ..............66

Replacing the Offline Stapler Cartridge .............68

Moving or Transporting the Machine.... 76

Moving the Machine...........................................76

For the equipment with additional tray units installed

............................................................................. 76

Transporting the Machine ..................................76

3 Appendix .......................................79

Battery Disposal .....................................80

4 Index ..............................................81

Maintenance ............................................69

Cleaning the Surface of the Machine.................69

Cleaning the document glass

(glass surface) .................................................69

Clean the document transporting roller and

document holding roller....................................70

Clean the paper feed roller ................................71

When cleaning the tray ..........................................71

When cleaning the Multi-Purpose tray ...................72

Clean the LED heads.........................................73

- 3 -

Troubleshooting

When a Paper Jam Occurs·················································· P.5

TROUBLESHOOTING FOR THE HARDWARE ················· P.18

TROUBLESHOOTING FOR PRINTING······························ P.22

TROUBLESHOOTING FOR COPYING ······························ P.27

TROUBLESHOOTING for FAX··········································· P.29

TROUBLESHOOTING FOR SCANNING···························· P.32

TROUBLESHOOTING FOR e-Filing ·································· P.33

TROUBLESHOOTING FOR NETWORK CONNECTIONS

··············· P.35

CHECKING THE EQUIPMENT STATUS WITH TopAccess

············ P.44

● When a Paper Jam Occurs

During Paper Jams

When a paper jam occurs during printing, an alarm will sound, and the following message will be displayed on the screen: "Paper is jammed. Open the cover indicated by the flashing light, and verify the jam." Follow the instructions indicated in the following table to remove the jammed paper.

Error Details Reference Page

Paper jam in the Tray 1 or Multi-Purpose Tray (MPT)

Paper jam in the machine  P. 7

Paper jam on both sides of the printer unit

Paper jam in Tray 2, 3 or 4 (Option)

 P. 5

 P. 1 2

When a Paper Jam Occurs

When a paper jam occurs in Tray 1, Multi-Purpose Tray (MPT)

Remove the cassette from Tray 1.

Remove the jammed paper.

If you cannot see the jammed paper, do nothing, and proceed to step 3.

Put the cassette back.

If you removed the jammed paper in step 2, this procedure is finished.

- 5 -

When a Paper Jam Occurs

Multi-Purpose Tray (MPT)

Paper set cover

Front cover

Front cover open lever

Front cover

If the Multi-Purpose Tray (MPT) is closed,

hold both sides of the Multi-Purpose Tray (MPT), and position it in front of you.

Lift the paper set cover and take it out.

Remove the jammed paper gently by pulling

the edge of paper if the edge of jammed paper can be seen. If you cannot find the edge of jammed paper, go to step 8.

Remove the paper from the back gently if

the edge of paper cannot be seen.

Insert your finger into the recess on the

right side of the machine and pull the front cover open lever to open the front cover forward.

Close the front cover.

- 6 -

When a Paper Jam Occurs

Paper set cover

Front cover

Front cover open lever

Grip

Duplex unit

Grip

Upper cover

Duplex unit

When loading paper in the multi-purpose

tray, lift the paper set cover and set the paper with the print side face up.

Lower the paper set cover.

This completes the procedure.

Pull out the duplex unit by holding the

grips on its both sides.

When Paper Jam Occurs Inside the Machine

Insert your finger into the recess on the

right side of the machine and pull the front cover open lever to open the front cover forward.

Note

• Open the front cover gently. If you open it rapidly, the multi-purpose tray may open.

Open the upper cover of the duplex unit

and check for jammed paper in the duplex unit. If jammed paper remains, pull it out gently. Then, close the upper cover.

 P.10 "When Paper Jam Occurs Around the Fuser

Unit"

Return the duplex unit to its original

position.

- 7 -

When a Paper Jam Occurs

Front cover

Scanner part

Handle

Front cover

Front cover open lever

Top cover

Print cartridge

Registration guide

Close the front cover.

This completes the procedure.

When Paper Jam Occurs Under the Image Drum

Hold the handle and lift the scanner part.

Open the top cover.

Remove the print cartridge and place it on a

flat surface.

Cover the removed print cartridge with

Insert your finger into the recess on the

right side of the machine and pull the front cover open lever to open the front cover forward.

Note

• Open the front cover gently. If you open it rapidly, the multi-purpose tray may open.

paper so that it will not be exposed to light.

Pull out the jammed paper gently toward

the inside of the machine (in the direction of the arrow) if an edge of jammed paper can be seen on the back side of the registration guide.

- 8 -

When a Paper Jam Occurs

Registration guide

Release lever

Top c o v e r

Open the registration guide in the direction

of the arrow.

Pull out the jammed paper gently in the

direction of the arrow if an edge of jammed paper can be seen on the front side.

Pull out the jammed paper gently while

tilting the release levers on the fuser unit forward if an edge of jammed paper cannot be seen.

If an edge of jammed paper still remains inside the unit, pull out the jammed paper gently toward the inside of the machine.

Return the print cartridge into the machine

carefully.

Pull out the jammed paper gently in the

direction of the arrow if an edge of jammed paper can be seen on the back side.

Close the top cover.

Memo

• You can close the top cover smoothly if you close the front cover halfway. Be careful not to let the front cover return to its open position.

- 9 -

When a Paper Jam Occurs

Note

Front cover

Scanner part

Handle

Front cover

Front cover open lever

Top cover

Print cartridge

Close the front cover.

• The front cover cannot be closed if the top cover is not closed securely.

Return the scanner part to its original

position.

Insert your finger into the recess on the

right side of the machine and pull the front cover open lever to open the front cover forward.

Note

• Open the front cover gently. If you open it rapidly, the MP Tray may open.

Open the top cover.

This completes the procedure.

When Paper Jam Occurs Around the Fuser Unit

Hold the handle and lift the scanner part.

Remove the print cartridge and place it on a

flat surface.

- 10 -

When a Paper Jam Occurs

Note

Possible to get burned.

The fuser unit is extremely hot. Do not touch it.

Caution

Fuser unit handle

Release lever

Fuser unit handle

Top cover

Cover the print cartridge with paper so that

it will not be exposed to light.

Remove the jammed paper remaining

inside of the unit.

Hold the fuser unit handle and return the

fuser unit into its original position.

Return the print cartridge into the machine

carefully.

Hold the fuser unit handle and lift the fuser

unit out of the machine.

Tilt the release levers on the fuser unit

forward, and be sure to pull out the jammed paper forward gently.

Close the top cover.

• You can close the top cover smoothly if you close the front cover halfway. Be careful not to let the front cover return to its open position.

- 11 -

When a Paper Jam Occurs

Note

Front cover

Lock lever

Rear cover

Rear guide

Close the front cover.

• The front cover cannot be closed if the top cover is not closed securely.

Return the scanner part to its original

position.

Check for jammed paper inside the

machine. If jammed paper remains, remove it.

Return the rear guide to its original position

then close the rear cover.

This completes the procedure.

Paper Jam on Both Sides of the Printer Unit

There is a paper jam near the duplex unit.

Open the rear cover by pulling the lock

lever at the center of the back side of the machine toward you.

When Paper Jam Occurs in Tray 2/3/4 (Option)

Here, a paper jam in Tray 2 is used as an example. The same procedure is used for Tray 3/4.

Pull out the cassette from Tray 2.

- 12 -

When a Paper Jam Occurs

Multi-Purpose Tray (MPT)

Front Cover Open Lever

Front cover

Remove the jammed paper.

Replace the cassette.

Hold both sides of the Multi-Purpose Tray

(MPT), and fold it down.

Insert your finger into the recess on the

right side of the machine and pull the front cover open lever to open the front cover forward.

Note

• Replacing the cassette is not enough to fix the error. You must also complete steps 4 to 7.

Close the front cover.

- 13 -

When a Paper Jam Occurs

Multi-Purpose Tray (MPT)

Scanner part

Handle

Cover

Close the Multi-Purpose Tray (MPT).

This completes the procedure.

When Paper Jam Occurs in Inner Finisher (Option)

There is a paper jam near the Inner Finisher.

Hold the handle and lift the scanner part.

Close the finisher cover.

Return the scanner part to its original

position.

Open the finisher cover.

Remove the jammed paper.

- 14 -

When a Document is Jammed

Note

Inner cover

Jammed paper

Document holder cover

Lever

When a document becomes jammed, an alarm will sound and a message will appear in the touch panel.

Open the RADF cover to remove the

jammed document.

(1) Pull the RADF cover open lever to open

the RADF cover.

(2) Remove the jammed document. Proceed

to step 2 if you cannot remove the jammed document.

When a Paper Jam Occurs

(2) If you can see the edge of the jammed

document, pull it out gently.

(3) If you were able to remove the document,

close the inner cover and proceed to step

Close the RADF cover.

If you cannot see the jammed document, do nothing, and proceed to step 4.

• Do not try to remove the document with force.

This completes the procedure.

Open the document holder cover.

(3) If you were able to remove the document,

proceed to step 3.

Open the inner cover to pull out the jammed

document.

(1) Open the inner cover.

(1) Pull down the lever to open the document

holding pad.

- 15 -

When a Paper Jam Occurs

Memo

Document holder cover

Scanner part

Handle

Cover

(2) Pull the jammed paper slowly to remove it.

(3) Return the document holding pad to its

original position.

When a Staple Jammed

When Staple Jam Occurs in Inner Finisher (Option)

Hold the handle and lift the scanner part.

Open the rear cover of the finisher.

Close the document holder cover.

Put out the cartridge.

This completes the procedure.

• If an error occurs while copying, the copying gets canceled.

Holding the knob, lower the guide taking

care not to be injured by staple tips.

- 16 -

When a Paper Jam Occurs

Remove the top staple sheet.

Holding the knob, raise the guide, and

return it to its original position.

Place the cartridge.

When Staple Jam Occurs in Offline Stapler (Option)

Open the offline stapler cover.

Pull out the cartridge and remove the

jammed staple.

Close the finisher cover.

Return the scanner part to its original

position.

Place the cartridge.

Close the offline stapler cover.

- 17 -

TROUBLESHOOTING FOR THE HARDWARE

● TROUBLESHOOTING FOR THE HARDWARE

When This Screen Is Displayed

Various screens are displayed on the touch panel depending on the state of the equipment. This section describes how to solve problems with some of the screen examples.

Screen Description / Remedy

A message appears on the upper part of the screen to notify users of a problem, etc. For the major examples, see the following pages.  P.19 "Messages Displayed on the Touch Panel"

- 18 -

TROUBLESHOOTING FOR THE HARDWARE

Messages Displayed on the Touch Panel

A message appears on the upper part of the screen to notify users of a problem, etc. The major examples of problems and how to solve them are described in the table below.

Message Problem Description Corrective Action

Close *** cover. The cover indicated by *** is open. Check the cover on the touch panel and close it.

Misfeed in *** Paper misfeed has occurred inside

the equipment.

Install new toner cartridge No toner is left. Replace the toner cartridge.

TONER NOT RECOGNIZED The toner cartridge is not installed at

all or improperly so.

The terminal of the toner cartridge is

Check paper size setting on touch panel for tray N. Check the direction or size of the paper.

Time for cleaning. Open the front cover and follow the guidance.

Check the original and set it again The original is misfed inside of the

Change direction of original The orientation of the original placed

Cannot print this paper size Select the other tray.

Cannot print this paper type Set the other paper type

Change from this mode Count over, cannot store anymore

READY (TONER NOT RECOGNIZED)

EAD

Y (CHECK STAPLER) Staple jam has occurred in the stapler

READY (CHECK STAPLER) No staples are left in the stapler of the

READY (FINISHER FULL) The receiving tray of the finisher is full

stained.

The recommended toner cartridge is not being used.

Paper misfeed has occurred because of the mismatch between the paper size placed in tray N and the size registered for the tray N in the equipment.

The LED print head need cleaning. Clean the LED print head.

Reversing Automatic Document Feeder.

The direction or the size of the original placed on the Reversing Automatic Document Feeder is incorrect.

on the document glass is incorrect.

Printing was attempted but failed. The paper could not be output on the tray selected for the paper output because of a mismatch between the paper size and the tray.

Printing was attempted but failed. The paper could not be output in the tray selected because of a mismatch between the paper type and the tray.

The number of originals to be scanned has exceeded the limit specified with the department or user code during scanning.

The toner cartridge is not installed at all or improperly so.

The recommended toner cartridge is not being used.

of the finisher.

finisher.

of paper.

Remove the misfed paper following the guidance displayed on the touch panel.  P.5 "When a Paper Jam Occurs"

(About another 50 copies can be made after this message appears. The number varies depending on the conditions of copying.)  P.57 "Replace the Print Cartridge"

Install the toner cartridge correctly.  P.57 "Replace the Print Cartridge"

Wipe the terminal with a soft cloth.

Use the recommended toner cartridge.  P.57 "Replace the Print Cartridge"

Just removing the misfed paper does not prevent another paper from being misfed. Be sure to correctly register the paper size in the equipment.

Remove the misfed original following the guidance on the touch panel.  P.15 "When a Document is Jammed"

Check the direction and the size of the original and then replace it on the Reversing Automatic Document Feeder. Then reattempt the operation.

Change the orientation of the original by 90 degrees and place it on the document glass.

Delete the failed print job, select the appropriate tray for the paper, and perform printing again.

Ask your administrator for details of setting the limit for the number of copies.

Install the toner cartridge correctly.  P.57 "Replace the Print Cartridge"

Use the recommended toner cartridge. 

P.57 "Replace the Print Cartridge"

Remove the jammed staples.

Refill the staples.

Remove the paper from the receiving tray of the finisher.

- 19 -

TROUBLESHOOTING FOR THE HARDWARE

Message Problem Description Corrective Action

READY (FACE DOWN STACKER FULL)

Check the toner cartridge The terminal of the toner cartridge is

Cannot copy Check DEPARTMENT COUNTER

Add paper No paper is left in a tray or on the

The stacker of the equipment is full of paper.

stained.

The number of originals to be scanned has exceeded the limit specified with the department code during scanning.

multi-Purpose Tray (MPT).

Call for service The equipment requires adjusting by

a service technician.

Remove the paper from the stacker of the equipment.

Wipe the terminal with a soft cloth.

Ask your administrator for details of setting the limit for the number of copies.

Set paper in the tray or on the multi-Purpose Tray (MPT). The touch panel indicates which tray (or the multi-Purpose Tray (MPT)) has no paper.

Contact your dealer with the error code displayed on the right side of the touch panel.

Never attempt to repair, disassemble or modify the equipment by yourself.

You could cause a fire or get an electric shock. Always contact your service representative for maintenance or repair of the internal parts of the equipment.

Check staple cartridge No staples are left in the stapler of the

finisher.

Examine Stapler Staple jam has occurred in the stapler

of the finisher.

Saving energy - press START button. The equipment has entered into the

CHANGE TRAY TO CORRECT PAPER SIZE

Time for periodic maintenance The equipment requires inspection

POWER FAILURE A job was interrupted by a power

ERASING DATA The Data Overwrite Enabler is

Check paper size setting on touch panel for Multi-Purpose tray. Check the direction or size of the paper.

Set the paper on the multi-Purpose Tray (MPT) again.

Check the direction or size of the paper on the multi-purpose tray and press START

Reboot the machine An error has occurred in the

energy saving mode since it has not been used for a certain time.

No paper suitable for the original is set.

The size of the original is not detected correctly because the original is sent from the Reversing Automatic Document Feeder at a skew.

and maintenance by a service technician.

failure or some other reason.

clearing the data.

Paper misfeed has occurred because of a mismatch between the paper size placed in the multi-Purpose Tray (MPT) and the size registered for the multi-purpose tray in the equipment.

The paper placed on the multiPurpose Tray (MPT) misfed.

The direction or the size of the paper placed on the multi-Purpose Tray (MPT) is incorrect.

The side guides of the multi-Purpose Tray (MPT) do not fit the paper length.

equipment and it stopped normal operation.

Refill the staples.

Remove the jammed staples.

Press any of the [START], [COPY], [e-FILING], [SCAN], [PRINT], [FAX] and [POWER SAVE] buttons to clear the energy saving mode.

Place the suitable size paper for the original in the tray.

Replace the original while aligning the side guides of the Reversing Automatic Document Feeder to its width so that it will be placed straight.

Contact your dealer for maintenance.

The print or fax job may be incomplete. Press [JOB STATUS] to check whether any jobs are unfinished. To clear the messages, press the [RESET] button twice.

This message is displayed if the Data Overwrite Enabler is installed. You can operate the equipment while the message is displayed.

Remove the misfed paper and set the paper again.

Check the direction and the size of the paper and then replace it on the multi-Purpose Tray (MPT).

Align the side guides of the multi-Purpose Tray (MPT) to the paper length.

Rebooting the equipment may correct the error: Press the [AUTHENTICATION] and [POWER] buttons on the control panel simultaneously until a “pip” sound is heard to turn the power OFF, and then turn it back ON with the [POWER] button.

- 20 -

TROUBLESHOOTING FOR THE HARDWARE

Note

Message Problem Description Corrective Action

Toner near Empty Toner is running out. Some toner is still left in the toner cartridge while this message is

This original is copy protected An attempt is made to copy a

DEPARTMENT Quota exceeded. Contact the Administrator.

Not enough Work Space to store originals Will you print out stored originals?

USER Quota exceeded. Contact the Administrator.

USER and DEPARTMENT Quota exceeded. Contact the Administrator.

The number of originals exceeds the limits. The scanned data are deleted.

The number of originals exceeds the limits. Will you copy stored originals?

LAN cable is not detected The LAN cable connection is not

prohibited original.

The copying, printing or scanning quota to the department has reached “0”.

Internal memory available ran out while scanning.

The copying, printing or scanning quota to the user has reached “0”.

The copying, printing or scanning quota to the user and department has reached “0”.

The number of originals to be scanned has exceeded the limit of 1000 sheets during scanning. (The magazine sort or page number function is used.)

The number of originals to be scanned has exceeded the limit of 1000 sheets during scanning.

detected.

displayed. You do not have to replace the toner cartridge yet. Prepare a new toner cartridge. (About another 250 copies can be made after this message appears. Depending on the conditions of copying, this message may not appear even when the toner cartridge is near empty.)

• Replace the toner cartridge after the toner has completely run out. [Install new *** toner cartridge] is displayed at that time.

This original cannot be copied.

For details of setting the quota, ask your administrator.

To print out the data for the originals stored (scanned) until the message appeared, press [YES] on the touch panel. To delete the stored data, press [NO].

For details of setting the quota, ask your administrator.

Reduce the number of originals to be scanned, and try again.

To print out the data for the originals stored (scanned) until the message appeared, press [YES] on the touch panel. To delete the stored data, press [NO].

Check the following items.

• Check that the LAN cable is connected to the equipment.

• Check that there is no damage on the connector of the LAN

cable.

• Check that the LAN cable is open circuited.

• Check that the LAN cable is connected to the HUB. Check that

there is no damage to the connector.

• Check that the power is ON for the HUB to which the LAN cable is

connected.

• Check that the settings of the communication speed and the

Ethernet method for the equipment and the HUB are aligned.

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.46 "Error Codes"

- 21 -

TROUBLESHOOTING FOR PRINTING

● 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 trays of the equipment.

Corrective Action

Clear the error following the procedure below.

To print by placing paper on the multi-purpose tray (MPT)

Press the [JOB STATUS] which is blinking.

Place paper of the size specified with the computer on the multi-purpose tray (MPT), and press

the [START] button.

Printing is performed. Press [JOB STATUS] when printing has been completed.

Printing by selecting a paper size already placed in another tray

You can perform printing with the paper already placed in the trays. Some part of the image may not be printed, however, if the paper size in the tray is smaller than the one you have specified. Press the tray button you intend to use on the touch panel and press the [START] button.

- 22 -

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. Contact the administrator of the equipment.

• Enter the administrator’s password in the Private Print job list on the touch panel and delete the job. For details, refer to the Advanced Guide.

• Log in to TopAccess with the administrator’s password and delete the job in the Print Job list. For details, refer to the TopAccess Guide.

Printing a document including many graphics takes time

Problem Description

It takes time to print a document including many graphics from a PCL driver.

Corrective Action

Since this may happen occasionally, clear the [JPEG Compression] check box of the [PDL Settings] tab in [Customization] of the [Device Settings] tab before printing such documents.

Printer Driver Problems

This section describes the troubleshooting for the printer drivers.

Cannot print (port setting problems)

Problem Description

I cannot perform printing with the equipment.

Corrective Action

If the printer driver on the client computer points to a wrong network port, jobs neither appear in the current jobs queue nor are printed. Fix the problem following the procedure below:

1. Select [Start] - [Devices and Printers].

2. Right-click the printer driver icon.

3. Select [Printer Properties] from the shortcut menu.

4. Select the [Ports] tab.

5. Make sure that the path to the machine and the device name are correct. \\<device name>\print <device name> is the same as the device name set from the touch panel. “print” may be “univ” or “ps3” depending on the printer driver you use.

6. Click the [General] Tab and click [Print Test Page] to confirm that the settings are correct.

Cannot print (SNMP Community Name problems)

Problem Description

I cannot perform printing with the equipment.

Corrective Action

Check if the SNMP community names are the same in the following 3 settings.

• Equipment

• TCP/IP port of the [Ports] tab in the printer driver

• [SNMP Settings] dialog box of the [Others] tab in the printer driver

- 23 -

TROUBLESHOOTING FOR PRINTING

Memo

Command line options not processed

Problem Description

All the print options are sent to the equipment at the beginning of the print job. If the print file already contains print commands, they overwrite the command line options you set. For example, if the print file specifies Letter paper, and you specify A4 paper with the lp command, the document is printed on Letter size paper.

Corrective Action

Change the properties of the document you intend to print to create another print file. Submit the print job using the lp command without setting additional parameters.

Retrieval of printer configuration failed

Problem Description

When accessing the machine 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 Check... Yes No Corrective Action

1 Is the equipment turned on? Next Step

2 Can you connect the computer to the equipment

via TopAccess?

3 Does the same message appear again when you

access the property of the printer driver?



Next Step



 End

Turn on the equipment.



Restart the equipment.



Check the printer driver port assignment and make sure that it is correct.

Cannot change settings on the [Device Settings] tab

Problem Description

The [Device Settings] tab is grayed out and their settings cannot be changed.

Corrective Action

Users who do not have the privilege to change the printer driver setting cannot change the options in the [Device Settings] tab. Please log in with the Administrator.

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.38 "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. If it is, see P.38 "Printing Problems (Network Related)". In that section, several OS- and printing method-based check lists are provided to help you find the appropriate action to take.

- 24 -

No. Check... Yes No Corrective Action

1 Have you set the protocol settings so they are

compatible with your network and client protocol settings?

2 Have you set up the appropriate type(s) of print

services that should be supported?

3 If you are using Novell print services, did you set

up the Novell side of network printing, such as creating print servers and attaching the print queue?

4 If you set up Novell print services, can you see the

print job using PCONSOLE or NWAdmin?

5 Have you checked the gateway and subnet

settings to make sure that the equipment is part of the same network gateway as the client from which you are trying to print?

6 Are other services and communications

performed over the network behaving in the normal and expected manner?

Next Step



Next Step



Next Step



Next Step



Next Step



End 

Set up the proper protocol.



Check the settings required for your printing



environment.

Set up the NetWare server.



Refer to your Novell PCONSOLE or NWAdmin



user documentation for help with using these utilities.

Set up the TCP/IP correctly.



Refer to your network documentation or use a network diagnostic utility to identify the network problem.

Cannot print with SMB print

TROUBLESHOOTING FOR PRINTING

Problem Description

When an attempt is made to print a document using an SMB connection, the job cannot be printed and such messages continuously appear as “No more connections can be made to this remote computer” or “Your file could not be printed due to an error”.

Corrective Action

SMB print is supposed to be utilized in a small network. If you can use Windows XP, Windows Vista, Windows 7, Windows 8, Windows Server 2003, or Windows Server 2008, or Windows Server 2012 as a print server, printing via the Windows Print Server is recommended. If you cannot use the Windows Print Server in your network, use LPR print instead.

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 makes it perform printing.

Checking the client status

The printing problems are caused by the printer driver settings, network settings, errors in the network connections, and so forth. First, contact the administrator of the equipment to see if there is one of these kinds of problems, or see the following sections:

 P.23 "Printer Driver Problems"  P.24 "Network Connection Problems"  P.38 "Printing Problems (Network Related)"

Another possible cause is one related to a client. If the print jobs sent from a specific client within a network fail, the problem may be caused by the client.

Problem Description

The jobs sent from a client cannot be printed.

- 25 -

TROUBLESHOOTING FOR PRINTING

Corrective Action

The checklist below will help you identify the source of the error and direct you to information resolving the problem. If the problem persists after you have followed all of the steps, contact your dealer.

No. Check... Yes No Corrective Action

1 Does the equipment work properly? Are copy jobs

output properly?

2 See the Device page of TopAccess. Are the

options specified for the job supported by the hardware configuration?

3 Can you print the jobs from other clients?

4 Have you ever printed successfully from this

client?

5 Did you set up the printer driver other than by an

SMB connection?

6 (For Macintosh only)

Can you see the equipment you created in the Selector?

7 At this point, the problem is most likely to be related to a client-side error. Refer to the Basic Guide to fix the problem.

Next Step



Next Step



Next Step



Next Step



Next Step



Next Step



Check the device status displayed in the Device



page of TopAccess.

If not, delete the job, install the required



components, and try again. Contact your dealer for further information.

See the following section to fix the problem.



 P.24 "Cannot print with the equipment

(network connection problems)"

See the following section to fix the problem.



 P.23 "Cannot print (port setting problems)"

See the following section to fix the problem.



 P.25 "Cannot print with SMB print"

Refer to the Basic Guide.



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 in the printer drivers or the network connection cannot be specified, a hardware problem is a possible cause of the trouble.

The following are common factors involved in the hardware problems:

• System board, cables, and connectors

• The equipment, and its components such as the duplexing unit or the Finisher

• System software or firmware of the equipment

Print jobs not output

Problem Description

All the clients within a network fail to make the equipment output the print jobs.

Corrective Action

There remains a possibility that improper settings of the software such as printer drivers caused the problem. However, a hardware error is possible, if none of the clients can print the jobs. Try the steps on the checklist below. If the problem persists after you have followed all of the steps, contact your dealer.

No Check... Yes No Corrective Action

1 Is printing prohibited from all connected client

computers?

2 Can you see the job from TopAccess or another

print monitoring utility, such as PCONSOLE or Print Manager?

3 Can you identify the problem with the error

message or the error code and resolve it? End 

Next Step



Next Step



See the following section to fix the problem:



 P.24 "Network Connection Problems"

See the following section to fix the problem:



 P.35 "Locating the Equipment in the Network"

See the following sections to fix the problem:

 P.45 "Error Messages"  P.46 "Error Codes"

Also refer to the Basic Guide for more information on resolving output errors caused by software settings.

- 26 -

TROUBLESHOOTING FOR COPYING

● 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 Cause Corrective Action

Functions cannot be set. Another function that is unavailable for the

combination has already been set.

Copying stops during scanning of the originals. (The message “The number of originals exceeds the limits Will you print out stored originals?” appears.)

Copying stops during scanning of the originals. (The message “Not enough Work Space to store originals Will you print out stored originals?” appears.)

Copied image is too light. No toner is left. The message “Install new Black cartridge” appears when no

Copied image is too dark. Copy density is set too dark. Lighten the density manually or try the automatic density

Copied image has stains. The Reversing Automatic Document Feeder

Copy image is skewed. The original is sent from the Reversing

Copied image is partially missing. The size or orientation of the copy paper and

Copied image is blurred. There is a gap between the document glass

The number of scanned pages has reached the maximum.

No available internal memory remains. To copy the scanned images, press [YES]. To cancel, press

Copy density is set too light. Darken the density manually or try the automatic density mode.

is not fully lowered.

The document glass, platen sheet, scanning area and guide are stained.

The copy density is set too dark. Lighten the density manually or try the automatic density

A transparent original such as a transparency or tracing paper is being used.

Automatic Document Feeder at a skew.

that of the original are not consistent. The reduction ratio is not properly set.

The binding margin is too wide. Set the binding margin width to fully cover the original.

The original is larger than the printable area. The outside part of the printable area cannot be copied.

and the original.

The copy paper is damp. Replace it with dry copy paper.

Some functions cannot be combined. For details, refer to Advanced Guide.

To copy the scanned images, press [YES]. To cancel, press [NO].

[NO].

toner is left. Replace the toner cartridge.  P.57 "Replace the Print Cartridge"

mode.

Lower it fully to block outside light.

Clean them.

mode.

To copy a transparent original clearly, put a sheet of blank, white paper behind the original. Make sure that the paper is large enough to cover the original.

Replace the original while aligning the side guides of the Reversing Automatic Document Feeder to its width so that it will be placed straight.

Fit the copy paper size to the original or set the reduction ratio for the copy paper.

For details, refer to Chapter 2 of the Advanced Guide.

Lower the Reversing Automatic Document Feeder fully so that the original fully contacts the document glass.

- 27 -

TROUBLESHOOTING FOR COPYING

Problem Description Cause Corrective Action

Copied image has black streaks in the horizontal direction.

The scanning area or guides are stained. Clean them.

- 28 -

● TROUBLESHOOTING for FAX

Memo

Troubleshooting

Error codes

Below is a list of error codes that you might see in the lists or reports.

Error Code Description Remedy

0012 Original misfeed Clear the misfed original.

0013 Cover open Firmly close the open cover.

0020 Power interruption Check the power interruption report.

0030 Reset Transmission is cancelled.

0033 Polling Error Check polling options setup (Security code, etc.), and check if the polling document

0042 Memory full Make sure that there is sufficient memory before making the call again.

0050 Line busy Retry communications.

0051 Fax line cable disconnected Check if the fax line cable is connected. To clear the message, press the [RESET]

0053 Security mismatch in relay or mail

box transmission

00B0 - 00E8 Communication Error Retry communications.

TROUBLESHOOTING for FAX

(The transmission is terminated by the misfed printing paper during the direct transmission.)

exists.

button twice.

Confirm the remote party’s security code, system password, and your setup.

If you see an error code not listed here, retry the communication. If this error still occurs, contact your dealer.

Error messages

Below is a list of error messages that might appear on the touch panel. When any message in the list appears on the touch panel, press [RESET] on the control panel to clear it, and then take action suggested in the “Remedy” column.

Message Cause Remedy

Memory overflow Memory overflowed when scanning documents to the

Communication error Communication error occurred during direct TX. Retry communications.

Job reservation full The number of reserved jobs exceeded the maximum. Either wait for job reservations to be completed, or

memory.

Job memory full The total number of destinations for reserved jobs

exceeded the maximum.

Sorry not possible On-hook or direct TX was attempted during

communications.

Not allowed now Further polling transmission reservation was attempted

even though polling transmission was already reserved.

Too Many Tel # Digits 128 digits or more were registered for a chain dial

Never attempt to repair, disassemble or modify the equipment by yourself.

You could cause a fire or get an electric shock. Always contact your service representative for maintenance or repair of the internal parts of the equipment.

communication.

Either wait for memory to be cleared, or check the jobs and delete reserved jobs to clear memory.

check the jobs and delete reserved jobs.

Either wait for job reservations to be completed, or check the jobs and delete reserved jobs.

Wait for communications to end and retry communications.

Either wait for polling transmission jobs to be completed, or check the jobs and delete reserved jobs.

Confirm the number of digits dialed and register the numbers again.

- 29 -

TROUBLESHOOTING for FAX

Memo

Transmission/reception trouble

Below is a list of trouble you might encounter during the transmission/reception.

Transmission troubles

Trouble Check Point

TRANSMIT is not displayed even if the [START] button is pressed.

Originals are fed diagonally. • Are the document feeder slides adjusted to the width of the original that you are sending?

2 originals are fed together. • Have you placed more than the maximum number of originals that can be placed at one time?

The original is not being printed on the paper of the remote Fax even though it has been sent.

Black lines are shown in the image that was sent.

Originals are not sent even if operations are carried out normally.

Originals cannot be sent overseas. Specify Quality TX and resend.

• Is the modular cord disconnected?

• Is the power plug unplugged from the power outlet?

• Can you receive telephone calls?

• Is there any problem at the remote Fax? Check this with the party trying to receive the original.

• Does the original that you are sending match the conditions of the original that is available for sending?

• Have you pushed the originals into the feeder too hard?

Was the original placed correctly facing up? When placing the original on the document glass, specify the original size.

Is the scanning area of the Reversing Automatic Document Feeder clean? Clean it with a soft cloth.

Is the remote Fax compatible with your system? This system supports G3 communications but not G2 or G4 communications.

 Basic Guide

Reception troubles

Trouble Check Point

Originals cannot be received even if “RECEIVE” is displayed and the [START] button is pressed.

Paper is not output. Is the equipment out of paper?

The received original is printed dark and is illegible or black stripes are printed on the original.

Paper is output but not printed. • Is there enough toner?

Paper often misfeeds. • Is the tray size setting correct?

• Is the modular cord disconnected?

• Is there a problem at the remote Fax? Check this with the party trying to send the original.

• Make a local copy and confirm proper printing.

• Is the original being sent a dirty copy? Check this with the party trying to send the original.

• Is the trouble due to a problem or operation error at the remote Fax? Check this with the party trying to send the original.

• Is the original placed correctly on the remote Fax? Check this with the party trying to send the original.

• Is the tray properly inserted?

• Is the specified paper type being use?

If the suggested action does not solve the trouble or you encounter trouble not listed above, contact your dealer.

- 30 -

Fax Specifications

TROUBLESHOOTING for FAX

Size of Original (North America)

Size of Original (A/B format)

Recording Paper Size (North America)

Recording Paper Size (A/B format)

Compatibility Communication Modes Exclusive Mode, ECM, G3

Communication Resolution Horizontal: 8 dots/mm, 16 dots/mm, 300 dots/inch

Transmission Rate 33,600/31,200/28,800/26,400/24,000/21,600/19,200/16,800/14,400/12,000/9,600/7,200/4,800/2,400

Encoding Systems JBIG/MMR/MR/MH

Memory Capacity

Unit Type Desktop type, transmitting/receiving dual type

Applicable Network Public Switched Telephone Network (PSTN)

*1 For hard drives, MB means 1 million bytes. (Total hard drive accessible capacity may vary depending on operating environment.)

LG, LT, ST

A4, A5, B5, FOLIO

8.5" x 14" (LG), 8.5" x 11" (LT), 5.5" x 8.5" (ST)

210 mm x 297 mm (A4), 148 mm x 210 mm (A5), 182 mm x 257 mm (B5), 210 mm x 330 mm (FOLIO)

Vertical: 3.85 lines/mm, 7.7 lines/mm, 15.4 lines/mm, 300 dots/inch

bps

Transmission/Reception: 1GB

When the total time that the power is turned off for 12 hours a day becomes about 5 years, the battery will expire. If the battery is run down, ask your dealer. (Repair and replacement will be charged.)

* Specifications and appearance are subject to change without notice in the interest of product improvement. * If trouble occurs, call service for assistance. * This unit supports the following models:

MB760dnfax, MB770dn, MB770dnfax, MB770dfnfax, ES7170dn MFP, ES7170dfn MFP, MB760, MB770, MB770f, MPS5502mb, MPS5502mbf

- 31 -

TROUBLESHOOTING FOR SCANNING

● 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:

• The correct e-mail addresses are specified.

• The equipment is correctly configured for and connected to the network.

• For the SMTP Client settings, the SMTP server address is correctly set.

• For the SMTP Client settings, the Port Number is correctly set.

• For the SMTP Client settings, the settings for SSL and/or authentication are correctly set.

• The data size of the attached file is smaller than/equal to the maximum data size receivable on the recipient’s side.

For details on the network settings, refer to the TopAccess Guide. For details on e-mailing the scanned image, refer to the Basic Guide.

Cannot find the data saved in the shared folder

Problem Description

I have scanned a document and saved the copy in the shared folder of the equipment, but cannot locate the saved file.

Corrective Action

• For Windows OS, search the network for the equipment using the search function of Explorer. The data are stored in the equipment’s shared folder named “FILE_SHARE.”

• For Macintosh, search the network for the equipment on Finder and access the folder named “FILE_SHARE.”

• If you cannot find the equipment on the network, make sure that the SMB Server Protocol setting is enabled on TopAccess.

For details on the network settings, refer to the TopAccess Guide. For details on storing the scanned image, refer to the Basic Guide.

- 32 -

TROUBLESHOOTING FOR e-Filing

● 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.

Corrective Action 1

Clicking the [Return], [Refresh], and [home] button or [login] link leads to this message and e-Filing Web Utility returns to its top page. In this case, try again to do the operation you intended.

Corrective Action 2

Closing the window by clicking the [x] button of the browser leads to the message “This operation will end your e-Filing session.” and the e-Filing session ends. Finish your current operation before you close the window.

Corrective Action 3

Operating the main window while the sub window is displayed leads to the message “This operation will end your e-Filing session.” and the processing displayed on the sub window ends. Do not operate the main window until the processing on the sub window has been completed.

Numerous sub windows repeatedly appear

Problem Description

Numerous sub windows repeatedly appear and e-Filing becomes uncontrollable.

Corrective Action

Close all the windows and exit from the web browser. Then restart the browser and clear the cookie files from “Internet Option” (for Internet Explorer).

Displaying the items in the Contents Frame takes a long time

Problem Description

Displaying the items in the Contents Frame takes a long time.

Corrective Action

Displaying more than 100 items in the Contents Frame may take a long time. A smaller number of items shortens the time for displaying.

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 the power of the equipment OFF and then ON and then try again. If

Your e-Filing Session has Timed Out. Please Restart. Exit from e-Filing and change the session timer setting to be longer on

The items have been modified. The items are currently being modified by another user. Try again after

the error message is still displayed, contact your network administrator or contact your dealer for support.

the Setup page of the TopAccess Administrator mode. Then restart it.

the other user has finished.

- 33 -

TROUBLESHOOTING FOR e-Filing

Cannot start e-Filing Session. The Disk is Full. Erase unnecessary data from the Control Panel. For instructions on how

Cannot create a Box. The Disk is full. Erase unnecessary data using the administrative function or deleting the

Cannot create a Folder. The Disk is full. Erase unnecessary data using the administrative function or deleting the

Cannot edit the Document. The Disk is full. Erase unnecessary data using the administrative function or deleting the

Cannot insert Page. The Disk is full. Erase unnecessary data using the administrative function or deleting the

Cannot archive Documents. The Disk is full. Erase unnecessary data using the administrative function or deleting the

Cannot upload archived file. The Disk is full. Erase unnecessary data using the administrative function or deleting the

Cut failed. Disk is full. Erase unnecessary data using the administrative function or deleting the

Copy failed. Disk is full. Erase unnecessary data using the administrative function or deleting the

Paste failed. Disk is full. Erase unnecessary data using the administrative function or deleting the

Save failed. Disk is full. Erase unnecessary data using the administrative function or deleting the

Cannot create a Folder. Maximum number of folders has been reached. Delete unnecessary folders and create a new folder. You can create up

Cannot create a Document. Maximum number of documents has been reached.

Cannot insert Page. Maximum number of pages has been reached. Delete unnecessary pages and insert a new page. A document can

Paste failed. Maximum number of page range is reached. Delete unnecessary pages and paste pages in the document. A

Cut failed. The items have been deleted or modified. Refresh the page and make sure that the item was deleted or is currently

Copy failed. The items have been deleted or modified. Refresh the page and make sure that the item was deleted or is currently

Paste failed. The items have been deleted or modified. Refresh the page and make sure that the item was deleted or is currently

Delete failed. The items have been deleted or modified. Refresh the page and make sure that the item was deleted or is currently

Please enter valid password. Enter the correct password.

A folder with the name you specified already exists. Please try again. Use a name that does not exist in the box.

Another user is archiving or uploading. Please try again later. The document is being archived or uploaded by another user. Try again

The Maximum Possible Archive Size exceeded. Archiving is not Possible.

The Box cannot be erased. A document contained in Box is being used. A document contained in the box is being used by another user. Try

The document is being used. Please try again later. The selected document is being used by another user. Try again after

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.

Message Corrective Action

to delete data from the Control Panel, refer to the e-Filing Guide.

data in boxes for making hard disk space.

to 100 folders in each box.

Delete unnecessary documents and create a new document. You can create up to 400 documents in each box and folder.

contain up to 200 pages.

document can contain up to 200 pages.

being modified.

after the other user has finished.

An archive file larger than 2 GB cannot be created. Make sure that the archive file will be less than 2 GB by archiving smaller groups of files instead of a large one.

again after the other user has finished.

the other user has finished.

- 34 -

TROUBLESHOOTING FOR NETWORK CONNECTIONS

● 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 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 dealer.

No. Check... Yes No Corrective Action

1 Is the startup page printed out? If not, wait until the

communication comes online. Examine the protocol settings listed on the startup page. Are they correct?

2 Print out a configuration page. Make sure that there are

not any discrepancies or inconsistencies between the current network settings and your network environment. Change the network settings, if necessary. Use the Find Computer utility from your Windows computer to locate the equipment by its device name. Can you find the equipment?

3 Can you locate other computers connected to the same

network?

4 Check the link LED activity on the hub and/or NIC of the

equipment and the client machine. Do the hardware components appear to be functioning properly?

5 Confirm whether the Ethernet cable is normal. Does the

current Ethernet speed appear on the ETHERNET setting screen ([SETTING] - [ADMIN] - [NETWORK] [ETHERNET]) ? Furthermore, confirm whether the hub you are using supports FULL mode. Does the hub support its mode ?

Next Step



Next Step



Next Step



Next Step



Next Step



6 Make sure that the device name for the equipment is

unique and verify that the WINS and/or DNS server database are not causing potential naming conflicts with the network settings on the equipment. If necessary, change the network settings on the equipment. After the communication comes back online, can you see the equipment in the network?

7 If the network environment is using complex subnet or

supernet structures, is the IP address used by the equipment within the network structures range of valid addresses?

Next Step



End 

Set up the proper protocols.



Set up the proper protocol if required. Once you have located the equipment, configure the port that it is mapped correctly to the device.



Check the network settings on the client computer to



make sure that they are compatible with the network settings on the equipment.

Contact your dealer.



If “Link not detected” is displayed on the ETHERNET setting screen, a contact failure or disconnection may be occurred in the cable. In this case, check the cable, and replace it with a new one, if required. Furthermore, if the hub does not support FULL mode,



connect the equipment to the switching hub. When the port setting of the switch is fixed at half-duplex communication, change it to any of 10/100/1000 Mbps, full-duplex fixed communication mode or autonegotiation. Contact your local network support specialist for further assistance.

Set up the NetBIOS name of the device correctly.



Contact your local network support specialist for further assistance.

- 35 -

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. When the TWAIN driver, File Downloader, Address Book Viewer, Backup/ Restore Utility, Remote Scan driver, N/W-Fax driver or printer driver cannot automatically discover the equipment over the network, the most likely cause is limitations of the protocols supported by the computer. In some cases, you need to add or update network components; however, first see the checklist below to fix the problem.

No. Check... Yes No Corrective Action

1 Is SNMP enabled on the equipment? Next Step

2 Are the SNMP setting of the equipment and that of the

software the same?



Next Step



3 Confirm that the protocol suite installed on the client

computer has been updated with the latest software for the given operating system. If your network only supports the IPX/SPX protocol, make sure that the most current version of Novell Client software is installed.

4 Print an NIC Configuration page from the equipment.

Does the equipment support the same protocol as the network?

5 Change the protocol settings from TopAccess, if

necessary, and reboot the equipment for the changes to take effect. Repeat step 2. Was the device discovered?

6 Check the NIC Configuration page. Are the IP address

and subnet mask settings correct?

7 Check the router to make sure that it is not filtering out

the equipment packets. Is the router processing equipment packets correctly?

8 Can another computer within the same network segment

discover the equipment?

9 Check the NIC Configuration page. Is the Unit Serial

Number part of the device name?

10 Check link activities on the port being used by the

equipment and the integrity of the network cable, hub, or switch that connects the equipment to the network. Replace any network components that you can tell or suspect are faulty.

Next Step



Next Step



End

Next Step



Next Step



Next Step



Next Step



End 

Next Step

Enable the SNMP (MIB).



SNMP V1/V2: Check if the community names of the equipment and the software are the same.



SNMP V3: Check if each item of the SNMP setting of the equipment and the software is the same.

See the vendor’s website for information about product updates and technical supports.



Configure the proper protocol.





Setup the TCP/IP settings correctly.



Adjust the router settings.



See the following section to fix the problem:



 P.35 "Locating the Equipment in the Network"

Contact your dealer.



- 36 -

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.

2 Look at the NIC configuration page and confirm that the

TCP/IP settings are correct. Is the IP address entered and valid? Are the Gateway and Subnet settings correct?

3 Reboot the equipment. Check the NIC Configuration

page that is printed out. Are the TCP/IP settings correct?

4 Try to ping the equipment again. Did the equipment

respond to the ping?

5 Can you ping the equipment from any other computer

within the same network? If not, the equipment might have an IP address that is out of range or invalid.

6 Can you ping to another computer within the same

network?

7 If you have customized the device name, you can check

if the NIC is functional by restoring the default settings. When the equipment automatically reboots and an NIC Configuration page is printed, does the device name include the NIC’s unit serial number?

8 Check link activities on the port being used by the

equipment and also the integrity of the network cable, hub, or switch that is connecting the equipment to the network. Replace any network components that you suspect are faulty. Can you ping the equipment now?

Next Step



Next Step



Next Step



End

Next Step



Next Step



Next Step



End 

Next Step

Refer to the networking section of your operating system



documentation.

Enter the correct TCP/IP settings.



The settings are not binding, contact your dealer.





Contact your local network specialist for a valid IP



address for the equipment.

Check the computer’s protocol settings to make sure the



gateway and subnet settings are correct.

The NIC is faulty or improperly installed. Contact your dealer.



Contact your dealer.

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 dealer.

No. Check... Yes No Corrective Action

1 Is the LDAP server correctly running? Next Step

2 Is the LDAP server setting correctly set?



End 

Confirm that the LDAP server is correctly running.



Enter the correct LDAP setting. Re-enter the correct password carefully because it is displayed by asterisks.

LDAP authentication takes a long time

Problem Description

It takes a long time to perform LDAP authentication on the touch panel.

Corrective Action

Try the checklist below. If the problem remains unsolved, contact your dealer.

- 37 -

TROUBLESHOOTING FOR NETWORK CONNECTIONS

Memo

No Check... Yes No Corrective Action

1 Is the LDAP server correctly running? Next Step

2 Is the LDAP server setting correctly set?



End 

Confirm that LDAP server is correctly running.



Enter the correct LDAP setting. Reenter the correct password carefully because it is displayed by asterisks.

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.

Some common network configurations are shown below, along with the steps required to configure the equipment. If you perform all the steps in the applicable checklist and still cannot print satisfactorily with the equipment, contact your dealer.

• You can change the network protocol settings with the touch panel of the equipment or with TopAccess (the Administration page).

• For the error messages that appear during the installation of the printer drivers, refer to the Basic Guide.

SMB print in a Windows operating system environment

No Check... Yes No Corrective Action

1 Are the IP address properties correctly set? Next Step

2 Is the Microsoft computer name (device name) unique? Next Step

3 Is the workgroup name valid and correctly entered? Next Step

4 When IPv4 is supported: Is the WINS server address

correctly set? When IPv6 is supported: Is LLMNR for the IPv6 setting enabled?

5 When IPv4 is supported: If the client computers are

located in different segments, is the WINS service correctly provided?

6 Can you see the equipment in Windows Network

Neighborhood?

7 Were the proper printer drivers installed?

8 Is the driver’s port name valid? Next Step

9 Can you print with the equipment?



Next Step



Next Step



Next Step



Next Step



End 

Set up the IP address correctly.



Set up the device name correctly.



Set up the workgroup correctly.



When IPv4 is supported: Set up the WINS server address correctly, or enter “0.0.0.0” for the WINS server



address to disable the WINS service. When IPv6 is supported: Enable LLMNR for the IPv6 setting referring to the TopAccess Guide.

When IPv4 is supported: Set up the WINS server and



enable it on the equipment to allow users access from a different segment.

See the following section to fix the problem:



 P.35 "Cannot locate the equipment in the network"

Refer to the Basic Guide to install the proper printer



drivers.

Refer to the Basic Guide to configure the proper port.



See the following section to fix the problem:  P.24 "Cannot print with the equipment (network

connection problems)"

Raw TCP or LPR print in a Windows operating system environment

No Check... Yes No Corrective Action

1 Are the IP Address properties correctly set? Next Step

2 Is Raw TCP print correctly set? Next Step

3 Is LPR/LPD print correctly set? Next Step

4 Were the proper printer drivers installed?



Next Step



Set up the IP address correctly.



Set up the Raw TCP print service correctly.



Set up the LPD print service correctly.



Refer to the Basic Guide to install the proper printer



drivers.

- 38 -

TROUBLESHOOTING FOR NETWORK CONNECTIONS

No Check... Yes No Corrective Action

5 Is the Raw TCP or LPR port configured with the correct

IP address?

6 Can you print to the equipment?

Next Step



End 

Refer to the Basic Guide to configure the proper port.



See the following section to fix the problem:  P.24 "Cannot print with the equipment (network

connection problems)"

IPP print in a Windows operating system environment

No. Check... Yes No Corrective Action

1 Are the IP address properties correctly set? Next Step

2 Is the HTTP server on the equipment enabled? Next Step

3 Is the IPP print correctly set? Next Step

4 Were the proper printer drivers installed?

5 Is the IPP port configured with the correct URL? Next Step

6 Can you print to the equipment?



Next Step



End 

Set up the IP address correctly.



Enable the HTTP server in the HTTP Network Service.



Set up the IPP print service correctly.



Refer to the Basic Guide to install the proper printer



drivers.

Refer to the Basic Guide to configure the proper port.



See the following section to fix the problem:  P.24 "Cannot print with the equipment (network

connection problems)"

Novell print in a NetWare environment

No. Check... Yes No Corrective Action

1 Are the IPX/SPX protocols enabled? Is the correct frame

type selected?

2 If applicable, did you successfully set up queue-based

print?

3 Did you configure the equipment for a NetWare

connection?

4 Did you configure the equipment for NetWare print

service?

5 Were the proper printer drivers installed?

6 Is the IPP port configured with the correct URL? Next Step

7 Can you see the equipment in Windows Network

Neighborhood?

8 Can you print to the equipment?

Next Step



Next Step



Next Step



Next Step



Next Step



Next Step



End 

Set up the IPX/SPX correctly.



Set up the NetWare server properly.



Set up the NetWare network settings correctly.



Set up the NetWare print service correctly.



Refer to the Basic Guide to install the proper printer



drivers.

Refer to the Basic Guide to configure the proper port.



Check that the SMB protocol is enabled in the client



computers.

See the following section to fix the problem.  P.24 "Cannot print with the equipment (network

connection problems)"

- 39 -

TROUBLESHOOTING FOR NETWORK CONNECTIONS

Note

Macintosh environment

No. Check... Yes No Corrective Action

1 Are the IP address properties correctly set? Next Step

2 Can you access any other network device from the

Macintosh computer?

3 Can another Macintosh computer on the network print to

the equipment? If so, compare the settings to determine which need to be changed to support print from this machine.



Next Step



End 

Set up the IP address correctly.



Refer to your Macintosh networking documentation or



contact Macintosh technical support.

Refer to your Macintosh networking documentation or contact Macintosh technical support.

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

Replace “Printer” with “N/W-Fax” as required in the troubleshooting description. For information on the installation of the N/W-Fax driver, refer to the Basic 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. Select [Add a printer] in the Devices and Printers folder to start the Add Printer Wizard, and then perform the installation again.

3. When the screen for selecting a port is displayed, select [Local port] to add a printer.

 Client software DVD now required

Problem description

When adding a new printer driver, the end user did not choose the Have Disk option; instead, the user selected the machine name from the Add Printer list.

Corrective action

1. Cancel the Add Printer Wizard.

2. Select [Add a printer] in the Devices and Printers folder to start the Add Printer Wizard, and perform the installation again.

3. When the screen for selecting a printer is displayed, select [Have Disk].

4. Select [Use Existing Driver] to add another copy of an existing driver or browse to the subdirectory that contains the appropriate *.inf file.

 File *.DRV on client DVD could not be found

Problem description

When adding a new printer driver, the user did not choose the Have Disk option but selected the machine name from the Add Printer list.

Corrective action

1. Cancel the Add Printer Wizard.

2. Select [Add a printer] in the Devices and Printers folder to start the Add Printer Wizard, and perform the installation again.

3. When the screen for selecting a printer is displayed, select [Have Disk].

- 40 -

TROUBLESHOOTING FOR NETWORK CONNECTIONS

4. Browse to the subdirectory that contains the appropriate *.inf file.

 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.

 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.

 Problem with the current printer setup

Problem description

The driver was not set up properly, possibly because the installation procedure was not completed.

Corrective action

Delete the driver and either reinstall it from the software DVD-ROM or download it from this equipment.

N/W-Fax Driver General Errors

 “Could not connect to the MFP device” appears

Problem description

When users are trying to access to the properties of the N/W-Fax driver, an error message “Could not connect to the MFP device” appears.

Corrective action

Communication between the N/W-Fax driver and this equipment failed. Make sure that this equipment is operating. If not, turn its power ON. Connect the N/W-Fax driver with this equipment through the TopAccess. If the connection fails, reboot the computer and this equipment.

 The fax jobs are not listed on the “Logs - Transmission” screen in TopAccess

Problem description

When confirming the fax job logs on the “Logs - Transmission” screen in TopAccess, the fax jobs that are sent are not displayed.

Corrective action

If the relevant fax job is not included in the Log list, your transmission job may not have been performed. In this case, search for jobs without the department code in the “JOB STATUS - FAX” on the touch panel. Then select the relevant fax job and press the [SEND] button to resend it.

- 41 -

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.

Corrective action

Set the file name of the printer driver in 30 letters or less.

Wireless LAN Problems

This section describes the troubleshooting for Wireless LAN.

Message Corrective Action

Bad certificate Unsupported certificate is installed. Reinstall the appropriate

certificate. This equipment supports md5RSA and sha1RSA certificate only.

Bad record mac SSL Key exchange failed. Turn the power OFF and then ON to

Certificate expired The certificate has been expired. Make sure that the time is set

Certificate revoke The certificate has been revoked. Ask your network

Certificate unknown The installed CA certificate cannot work as server certificate.

Decompression failure This equipment does not support the SSL compression. Please

Handshake failure Unsupported encryption may be set on the server. Make sure to

Illegal parameter Unsupported version of the TLS protocol may be used. Make

No certificate No certificate is installed or you do not specify the certificate file

Peer error certificate Installed CA certificate cannot verify the server certificate in the

Peer error no certificate The RADIUS server operates the communication with the

Peer no cipher The RADIUS server requests the unsupported encryption for this

Peer error unsupported certificate type This equipment uses the certificate that the RADIUS server does

Peer unexpected message The RADIUS server sends the message that is not TLS

Unknown remote error type The RADIUS server sends the alert message of illegal TLS.

Unsupported certificate This equipment uses the certificate that the RADIUS server does

Unknown ca Installed CA certificate cannot verify the server certificate in the

Unable to connect Ask the administrator.

restart the equipment.

correctly or whether the certificate is expired.

administrator.

Make sure to install a correct CA certificate.

disable the SSL compression on the RADIUS server.

use the supported encryption method.

sure to use the supported version of the TLS protocol.

name. Make sure to install the certificate and specify the certificate file name correctly.

RADIUS server. Make sure to install a correct CA certificate.

certificate using the TLS protocol.

equipment.

not support.

standard. Confirm the settings on the RADIUS server.

not support.

RADIUS server. Make sure to install a correct CA certificate.

- 42 -

TROUBLESHOOTING FOR NETWORK CONNECTIONS

Client Software Authentication Problems

Cannot log in using client software

Problem Description

I cannot log into the equipment using client software.

Corrective Action

If you cannot log into the equipment using client software, contact the administrator of the equipment. Since the user name and password registered in the client software are used for authentication in the case of automatic login, the log-in screen may not be displayed.

- 43 -

CHECKING THE EQUIPMENT STATUS WITH TopAccess

● 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 displayed and their descriptions.

For details of the [Device] tab of TopAccess, refer to the TopAccess Guide.

Printer Error 1

This icon indicates a non-recommended toner cartridge is used and that the equipment has stopped printing.  P.57 "Replace the Print Cartridge"

Printer Error 2

This icon indicates:

• You need to remove paper from the face down/up stacker of the equipment.

• You need to remove paper from the receiving tray of the Finisher.

• You need to remove the staples jammed in the Finisher.

 P.14 "When Paper Jam Occurs in Inner Finisher (Option)"

• The recommended toner cartridge is not being used.

 P.57 "Replace the Print Cartridge"

• The equipment cannot eject the paper to the face down/up stacker of the equipment.

Cover Open

This icon indicates the front cover is open.

Toner Empty

This icon indicates no toner is left.  P.57 "Replace the Print Cartridge"

Paper Empty

This icon indicates no paper is left in a tray.

Paper Misfeed

This icon indicates a paper misfeed occurred. It also indicates the location of the paper misfeed.

- 44 -

CHECKING THE EQUIPMENT STATUS WITH TopAccess

Staples Empty

This icon indicates no staples are left in the Finisher.

Call for Service

Contact your dealer to have the equipment inspected.

Error Messages

When a message appears on the [Device] Tab of TopAccess, see the table below for the corrective action.

TopAccess Message Corrective Action

Cover Open - Please Close Cover. Close the front cover.

Paper Feeding Cover Open - Please Close Cover. Close the paper feeder cover.

Transfer/Transport unit Cover Open - Please Close Cover. Close the transfer/transport unit.

Bypass Cover Open - Please Close Cover. Close the bypass cover.

Exit Cover Open - Please Close Cover. Close the exit cover.

Toner Cover Open - Please Close Cover. Close the toner cover.

Platen Cover Open - Please Close Cover. Close the platen cover.

Tray 1 Open - Please Close Tray 1. Close the tray.

Tray 2 Open - Please Close Tray 2. Close the tray.

Tray 3 Open - Please Close Tray 3. Close the tray.

Tray 4 Open - Please Close Tray 4. Close the tray.

Automatic Duplexing Unit Cover Open - Please Close Cover. Close the automatic duplexing unit cover.

Stacker Paper Full - Please Remove Paper. Remove the paper from the stacker.

Upper Tray Paper Full - Please Remove Paper. Remove the paper from the stacker.

Paper Empty in Tray 1 - Please Add Paper. Set the paper in the tray.

Paper Empty in Tray 2 - Please Add Paper. Set the paper in the tray.

Paper Empty in Tray 3 - Please Add Paper. Set the paper in the tray.

Paper Empty in Tray 4 - Please Add Paper. Set the paper in the tray.

Paper Misfeed in Job Separator - Please Clear Paper Path. Refer to the guidance on the touch panel to remove misfed paper.

Paper Misfeed in Automatic Duplexing Unit - Please Clear Paper Path. Refer to the guidance on the touch panel to remove misfed paper.

Paper Insertion Misfeed - Please Clear Paper Path. Refer to the guidance on the touch panel to remove misfed paper.

Paper Misfeed in Printer - Please Clear Paper Path. Refer to the guidance on the touch panel to remove misfed paper.

Paper Misfeed in Finisher - Please Clear Paper Path. Remove the misfed paper from the Finisher.

 P.14 "When Paper Jam Occurs in Inner Finisher (Option)"

Staple Empty - Please Set Staple Cartridge Refill the Finisher staples.

Open the front cover, and clean the slit glass. Clean the slit glass.

Toner Not Recognized - Please Check Toner. Check and adjust the toner bottle.

Black Toner Empty - Please Install New Toner Cartridge. Replace the black toner.

Black Toner Near Empty - Please Prepare New Toner Cartridge. Prepare the new toner cartridge.

Close duplexing unit cover Close the duplexing unit cover.

Fatal Error - Please Contact Service Technician. Contact your dealer.

Main Motor Error - Please Contact Service Technician. Contact your dealer.

Printer Input Error. Contact your dealer.

Scanner Error - Please Contact Service Technician. Contact your dealer.

Fuser Error - Please Contact Service Technician. Contact your dealer.

 P.57 "Replace the Print Cartridge"

- 45 -

CHECKING THE EQUIPMENT STATUS WITH TopAccess

Memo

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.

Error codes on print jobs

Error Code Problem Description Corrective Action

4011 Job canceled The job was canceled.

4021 Power failure Check whether the power cable is connected properly and is inserted securely.

4031 HDD full error Delete unnecessary private print jobs and invalid department print jobs.

4041

4042 Department code authentication error Check the information about the department code registered in this equipment.

4045

4111

4112

4113

4121

4211

4212

4213 File storing limitation error The file storing function is set to “disabled”. Check the setting of the equipment.

4214

4221 Private-print-only error Jobs other than Private printing cannot be printed. Perform Private printing.

4311

4312

4313

4314

4321

4411

4412

4611

4612

User authentication error The user performing the printing has not been authenticated or registered.

Perform user authentication or user registration.

There is something wrong with the connection with the LDAP server or its authority setting.

The number of prints has become “0” The number of prints specified in department and user management has

The number of prints has become “0” The number of prints specified in user management has become “0”. Set the

The number of prints has become “0” The number of prints specified in department management has become “0”.

Job cancellation due to the external counter error 1. Put in a coin and perform printing again.

Printing data storing limitation error Printing with the data being stored to the HDD temporarily (Proof print, Private

e-Filing storing limitation error Printing with the data being stored to the HDD (print and e-Filing, print to e-

Fax/iFax transmission failure The Fax/iFax transmission or N/W-Fax/iFax function is set to “disabled”. Check

No authority to execute a job The user has not been authorized to perform this operation. Ask your

Not authorized to store a file The user has not been authorized to perform this operation. Ask your

Not authorized to store in e-Filing The user has not been authorized to perform this operation. Ask your

Not authorized to send a Fax/iFax The user has not been authorized to perform this operation. Ask your

Not authorized to perform printing in the specified setting

Image data generation failure Check if the file to be printed is broken. Perform printing again or use another

Double-sign encoding error A double-sign encoding error occurred because the PDF file is encrypted in

Font download failure Since the available number of fonts is exceeded, the font cannot be registered.

Font download failure Since there is no space in HDD, the font cannot be registered. Delete at least

Ask your LDAP server administrator about it.

become “0” at the same time. Set the number again or perform initialization.

number again or perform initialization.

Perform initialization.

2. Insert a card and perform printing again or contact your administrator.

3. Insert the Key Counter and perform printing again.

4. Clear the Schedule Print setting and perform printing again.

print, Scheduled print, etc.) cannot be performed. Use normal printing.

Filing, etc.) cannot be performed. Use normal printing.

the setting of the equipment.

administrator.

The user has not been authorized to perform this operation. Ask your administrator.

printer driver.

unsupported script. Printing the file in this function is impossible.

Delete at least one font.

one font.

- 46 -

CHECKING THE EQUIPMENT STATUS WITH TopAccess

Error Code Problem Description Corrective Action

4613

4621 Downloaded font deletion failure Check if the font to be deleted is registered.

4F10

Font download failure Since an error has occurred, the font cannot be registered. Perform

downloading again or regenerate the font data first.

Print failure If the error still persists after reattempting, turn the power OFF and then back

ON. Then make another effort. If the error still persists, contact your service representative.

Error codes on transmission and reception

Error Code Problem Description Corrective Action

0012 Original misfeed Remove the misfed original.

0013 Cover open Firmly close the open cover.

0020 Power interruption Check the power interruption report.

0030

0033

0042 Memory full Make sure that there is sufficient memory before making the call again.

0050 Line busy Reattempt the communications.

0053

00B0-00B5 00C0-00C4 00D0-00D2

00E8

00F0

00F1

1C10

1C11

1C12 Message reception error Turn the power OFF and then back ON. Perform the job in error again.

1C13 Message transmission error Turn the power OFF and then back ON. Perform the job in error again.

1C14

1C15

1C30-1C33

1C40

1C60

1C61

1C63 Terminal IP address unset Ask your administrator to set the IP address of the equipment.

1C64 Terminal mail address unset Ask your administrator to set the Email address of the equipment.

1C65 SMTP address unset Ask your administrator to set the SMTP server address.

1C66 Server time-out error Check whether the SMTP server is operating properly.

1C69

Interruption by paper misfeeds during direct transmission

Polling Error Check polling options setup (Security Code, etc.), and check whether the

Security Mismatch in Relay or Mail Box transmission

Signal Error or Line Condition Error Reattempt the communications.

HDD error Reattempt the communications. If the error still persists, contact your service

Software failure Reattempt the communications. If the error still persists, contact your service

Hardware noise Reattempt the communications. If the error still persists, contact your service

System access abnormality Turn the power OFF and then back ON. Perform the problem job again. If the

Insufficient memory Complete any running jobs first before performing the job in error. If the error

Invalid parameter If a template is being used, create it again. If the error still persists, turn the

Exceeding file capacity Ask your administrator to change the “Fragment Page Size” setting for the

Disk access error Complete any running jobs first before performing the job in error. If the error

Image conversion abnormality Turn the power OFF and then back ON. Perform the job in error again. If the

Failed to process your job. Insufficient Storage space.

Address Book reading failure Turn the power OFF and then back ON. Perform the job in error again. Reset

SMTP server connection error Ask your administrator to set the login name or password of the SMTP server

Remove the misfed paper and reattempt the transmission.

polling document exists.

Confirm the remote party’s Security Code, system password and your setup.

representative.

error still persists, contact your service representative.

still persists, turn the power OFF and then back ON, and try again.

power OFF and then back ON, and try again.

Internet Fax setting, or reduce the number of pages and try again.

still persists, turn the power OFF and then back ON, and try again.

error still persists, contact your service representative.

Reduce the number of pages of the job in error and perform it again. Check whether the server or local disk has sufficient space in its disk capacity.

the data in the Address Book and perform the job again. If the error still persists, contact your service representative.

and try again. Check whether the SMTP server is operating properly.

- 47 -

CHECKING THE EQUIPMENT STATUS WITH TopAccess

Error Code Problem Description Corrective Action

Terminal mail address error Ask your administrator to check the SMTP Authentication method or if there is

1C6B

Destination mail address error Check if there is an unpermitted character in the Destination Email address.

1C6C

1C6D

1C70 SMTP client OFF Ask your administrator to enable the SMTP Client and perform the job again.

1C71

1C72 POP Before SMTP error Confirm that the POP Before SMTP settings and POP3 settings are correct.

1CC0 Job canceled The job was canceled.

1CC1

3A10 MIME format error Ask the sender to resend the Email in the MIME1.0 format.

3A20 Email process error Ask the sender to resend the Email.

3A30 Partial Email timeout error Ask the sender to resend the Email, or change the Partial Wait time setting.

3A40 Invalid partial Email received Ask the sender to resend the partial Email in the RFC2046 format.

3A50

3A70

System error Turn the power OFF and then back ON. Perform the job in error again. If the

SMTP authentication error Confirm that the login name and password are correct. If SSL is enabled, make

Power failure Check whether the power cable is connected properly and is inserted securely.

HDD full error Ask the sender to resend the Email by separating it into several Emails. If this

Interrupt partial Email reception Ask your administrator to enable the Enable Partial Email setting and ask the

3A80

3B10 Email format error Ask the sender to resend the Email.

3B20 Content-Type error Ask the sender to resend the Email with attached files that are TIFF format.

3B40 Email decode error Ask the sender to resend the Email.

3C10, 3C13 TIFF analysis error Ask the sender to resend the Email with attached files that are TIFF format.

3C20

3C30

3C40

3C50 Offramp transmission error Ask the sender to specify the correct fax numbers and resend the Email.

3C60

3C70

3C90 OffRamp Fax transmission disable error Confirm if the Fax Send Function of MFP setting is disable or not.

3D10

3D20

3D30 Fax unit is not installed Make sure that the Fax unit is installed, or connected correctly.

3E10

3E20

3E30

Partial Email disabled Ask your administrator to enable the Enable Partial Email setting and ask the

TIFF compression error Ask the sender to resend the Email with attached TIFF files in the MH, MR,

TIFF resolution error Ask the sender to resend the Email with attached TIFF files whose resolution is

TIFF paper size error Ask the sender to resend the Email with attached TIFF files that can be printed

Offramp security error Confirm that the specified fax numbers are registered in the address book of

Power failure Confirm that the job is recovered or not. If not, ask the sender to resend the

Destination address error Ask your administrator whether the DNS and mail server settings are correctly

Exceeding maximum offramp destinations Ask the sender to specify up to 40 destinations for one offramp gateway job.

POP3 server communication error Ask your administrator whether the POP3 server address is correctly set, and

POP3 server communication timeout Ask your administrator whether the POP3 server works properly and the LAN

POP3 login error Ask your administrator whether the POP3 user name and password are set

an unpermitted character in the Terminal mail address. Set the correct SMTP Authentication method or delete the unpermitted character in the Terminal mail address.

Delete the unpermitted character and reset the appropriate Destination Email address, then try again.

error still occurs, contact your service representative.

sure that SSL port number is correctly set.

Check whether the power voltage is unstable.

error occurs due to running out of paper and too many waiting jobs being stored in the hard disk, add paper to activate the other jobs.

sender to resend the Email.

MMR, or JBIG compression.

either 200 x 100, 200 x 200, 200 x 400, 300 x 300, or 400 x 400 dpi.

on paper permitted for the equipment.

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.

Email.

set. If they are, ask the sender to confirm that the destination address is correct.

The equipment cannot perform offramp gateway transmission for more than 40 destinations.

whether the POP3 server works properly. If SSL is enabled, make sure that SSL port number is correctly set.

cable is connected to the server.

correctly.

- 48 -

CHECKING THE EQUIPMENT STATUS WITH TopAccess

Error Code Problem Description Corrective Action

3E40

3F10, 3F20

POP3 login type error Ask your administrator whether the POP3 login type (Auto, POP3, APOP) is set

correctly.

File I/O error Ask the sender to resend the Email. If the error still occurs, contact your service

representative.

- 49 -

CHECKING THE EQUIPMENT STATUS WITH TopAccess

Memo

Error codes on scan jobs

The error indications on scan jobs are done as follows:

• On TopAccess log list, messages indicating the status are displayed.

• On the touch panel of the equipment, error codes are displayed. See the listings below.

Error Code Problem Description Corrective Action

2C10, 2C12,

2C13,

2C20-2C22

2C11, 2C62

2C14

2C15 Mail size exceeded limit or maximum size You are sending too many documents at a time. Send them separately.

2C30-2C33

2C40

2C43

2C44

2C45

2C60

2C61

2C63 Terminal IP address unset Ask your administrator to set the IP address of the equipment.

2C64 Terminal mail address unset Ask your administrator to set the Email address of the equipment.

2C65, 2C66,

2C69

2C6A

2C6B

2C6C

2C70 SMTP service is not available Ask your administrator whether the SMTP service is enabled.

2C71

2C72

2CC0 Job canceled The job was canceled.

2CC1

Wrong Job status A system error has occurred during the sending of an Email. Try it again. If

the error still persists, contact your service representative.

Not enough memory Complete any running jobs first before reperforming the job in error. If the

error still persists, turn the power OFF and then back ON, and then try again.

Invalid parameter specified If you are using a template, create it again. If the error still persists, turn

the power OFF and then back ON, and then try again.

Disk access error Complete any running jobs first before reperforming the job in error. If the

error still persists, turn the power OFF and then back ON, and then try again.

Failed to convert image file format This error occurs when conversion to a highly compressed PDF format

fails. Do the scanning again. If the error still persists, Use the normal PDF format. When this error occurs in conversion other than to a highly compressed PDF format, turn the power OFF and then back ON. Then try to scan again. If the error still persists, contact your service representative.

Encryption error. Failure to create a file If the error still persists after reattempting, turn the power OFF and then

back ON. Then make another effort.

Creating a file was not allowed Creating an unencrypted file was not allowed. Configure the encryption

settings and try again. To create an unencrypted file, consult the administrator.

Failure in making meta data Make sure that the template setting is correct, and do the scanning again.

If the error still persists, turn the power OFF and then back ON, and then try again.

HDD full failure during processing Reduce the number of pages of the problem job and try again. Check

whether the server or local disk has sufficient space in its capacity.

Failure to read Address Book Turn the power OFF and then back ON. Try the problem job again. Reset

the data in the Address Book and reattempt it. If the error still persists, contact your service representative.

Failure to connect to SMTP server Make sure that the SMTP server is correctly working or the SMTP server

address has been set correctly.

Failure to send Email message Turn the power OFF and then back ON. Try scanning again. If the error

still persists, contact your service representative.

Invalid address specified in From: field Ask your administrator to check the SMTP Authentication method or if

there is an unpermitted character in the Terminal mail address. Set the correct SMTP Authentication method or delete the unpermitted character in the Terminal mail address.

Invalid address specified in To: field Make sure that there is no unpermitted character in the Destination mail

address. Delete any unpermitted character and reset the appropriate Destination mail address, then try again.

SMTP authentication error 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.

Power failure occurred Make sure that the power cable is connected properly and is inserted

securely. Resend the job.

- 50 -

CHECKING THE EQUIPMENT STATUS WITH TopAccess

Error Code Problem Description Corrective Action

Save as File

2D10, 2D12,

2D13

2D11

2D14

2D15 Exceeding maximum file capacity Divide the file into several files, or try again in a single-page format.

2D30

2D31, 2D33

2D32

2D40

2D43

2D44

2D45

2D62

2D63

2D64

2D65

2D66

2D67 FTP service is not available Ask your administrator whether the FTP service is configured correctly.

2D68 File Sharing service is not available Ask your administrator whether the SMB protocol is enabled.

2D69 NetWare service is not available Ask your administrator whether the NetWare protocol is enabled.

2DA6

2DA7

2DC0 Job canceled The job was canceled.

2DC1

Wrong Job status Turn the power OFF and then back ON. Try it again. If the error still

persists, contact your service representative.

Not enough memory Wait for a while and try again. If the error still persists, turn the power OFF

and then back ON, and make another effort.

Invalid parameter specified If you are using a template, create it again. If the error still persists, turn

the power OFF and then back ON, and then try again.

Failure to create directory Make sure that the access privilege to the storage directory is writable and

also that the disk in the directory has enough space, and then try again. If more than one job is performed simultaneously, the error may occur because the disk temporarily runs out of space. In this case, wait for a while and try again. If the error still persists, turn the power OFF and then back ON, and make another effort.

Failure to create file Make sure that the access privilege to the storage directory is writable and

Failure to delete file Make sure that the access privilege to the storage directory is writable and

Failure to convert image file format This error occurs when conversion to a highly compressed PDF format

Encryption error. Failure to create a file If the error still persists after reattempting, turn the power OFF and then

Creating a file was not allowed. Creating an unencrypted file was not allowed. Configure the encryption

Failure in making meta data Make sure that the template setting is correct, and do the scanning again.

Failure to connect to network destination Check destination path.

Specified network path is invalid. Check destination path.

Log on to file server failed. Check user name and password.

There are too many documents in the folder. Failure in creating a new document

Failed to process your job. Insufficient Storage space.

Failure to delete file Delete the files in the shared folder with Explorer, turn the power OFF and

Failure to acquire resource Turn the power OFF and then back ON. Try the problem job again. If the

Power

failure occurr

ed Make sure that the power cable is connected properly and is inserted

then try the job again. If the error still persists, turn the power OFF and then back ON, and then make another effort.

back ON. Then make another effort.

settings and try again. To create an unencrypted file, consult the administrator.

If the error still persists, turn the power OFF and then back ON, and then try again.

Make sure that the network folder is shared in your network and try scanning again. If the error still persists, 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.

Make sure that you specify the correct network folder and try scanning again.

Make sure that you specify the correct user name and password to log on the file server, or you specify the correct file server. Then try scanning again.

Delete the data in the local storage folder in the equipment and try scanning again.

Reduce the number of pages of the problem job and try again. Check whether the server or local disk has sufficient space in its capacity.

then back ON, and reattempt the problem job. If the error still persists, contact your service representative.

error still persists, contact your service representative.

securely. Resend the job.

- 51 -

CHECKING THE EQUIPMENT STATUS WITH TopAccess

Error Code Problem Description Corrective Action

Store to USB

2E10, 2E12,

2E13

2E11

2E14

2E15 Document size exceeded limit or maximum size Divide the file into several files, or reattempt in a single-page format.

Wrong Job status Turn the power OFF and then back ON. Try the problem job again. If the

Not enough memory Wait for a while and try again. If the error still persists, turn the power OFF

Invalid parameter specified If you are using a template, create it again. If the error still persists, turn

Failure to create directory Make sure that the access privilege to the storage directory is writable and

2E30

Failure to create file Make sure that the access privilege to the storage directory is writable and

2E31, 2E33

2E32

2E40

Failure to delete file Turn the power OFF and then back ON. Try the problem job again. If the

Failure to convert image file format This error occurs when conversion to a highly compressed PDF format

2E43

2E44

2E45

2E65

2E66

2EC0 Job canceled The job was canceled.

2EC1

Remote Scan, WS Scan, File Downloader

2A20

2A31 WS Scan function is not available Check if the WS Scan function is enabled. If not, change it to “enabled”.

2A40 System fatal error Turn the power OFF and then back ON. Try scanning again.

2A50 Job canceled. The job was canceled.

2A51

Encryption error Failure to create a file If the error still persists after reattempting, turn the power OFF and then

Creating a file was not allowed Creating an unencrypted file was not allowed. Configure the encryption

Failure in making meta data Make sure that the template setting is correct, and do the scanning again.

There are too many documents in the folder. Failure in creating a new document

Failed to process your job. Insufficient Storage space.

Power failure occurred Make sure that the power cable is connected properly and is inserted

Failure to acquire resource Reattempt the problem job. If the error still persists, turn the power OFF

Power failure occurred Make sure that the power cable is connected properly and is inserted

Authentication for WS Scan failed When Fax & Scan of Windows is used with the WIA driver, check if the

2A60

2A70 Insufficient permission to execute Remote Scan Check if the user is authorized to perform this job.

2A71 Insufficient permission to execute WS Scan Check if the user is authorized to perform this job.

error still persists, contact your service representative.

and then back ON, and make another effort.

the power OFF and then back ON, and then try again.

error still persists, contact your service representative.

back ON. Then make another effort.

settings and try again. To create an unencrypted file, consult the administrator.

If the error still persists, turn the power OFF and then back ON, and then try again.

Delete the data in the local storage folder in the equipment and try scanning again.

Reduce the number of pages of the problem job and try again. Check whether the server or local disk has sufficient space in its capacity.

securely. Resend the job.

and then back ON, and make another effort.

securely. Resend the job.

user name for the login is registered. When the control panel or EWB of the equipment is used, check if the user name for the login is registered.

- 52 -

Store to e-Filing

Network Settings

CHECKING THE EQUIPMENT STATUS WITH TopAccess

Error Code Problem Description Corrective Action

2A72

2B11

2B20

2B30 Insufficient disk space Delete unnecessary documents in e-Filing and try again.

2B31

2B50

2B51

2B71

2B80

2B90

2BA0

2BA1

2BB0 Job canceled The job was canceled.

2BB1

2BC0

2BD0

2BE0 Failure to obtain the machine parameters Turn the power OFF and then back ON. Try scanning again.

2BF0 Reached the maximum number of pages Reduce the number of pages of the job in error and perform the job again.

2BF1 Reached the maximum number of documents Delete the documents from the boxes or folders.

2BF2 Reached the maximum number of folders Delete the folders from the boxes.

2500

2501

2503

2504

2550

2551

Insufficient permission to access e-Filing box using scan utility

Job status failed Turn the power OFF and then back ON. Try the problem job again. If the

Failure to access file Turn the power OFF and then back ON. Try the problem job again. If the

Failure to access Electronic Filing Turn the power OFF and then back ON. Retry the job in error. Delete the

Failure to process image Turn the power OFF and then back ON. Try scanning again. If the error

Failure to process print image Make sure that the Function List can be printed out. Try printing again. If

The storage period of e-Filing documents will expire

The HDD for storing e-Filing data is running out of space.

Insufficient memory Turn the power OFF and then back ON. Try scanning again. If the error

Invalid box password specified Make sure that the password is correct and try scanning again, or first

Incorrect paper size, color mode or resolution This size, color mode or resolution is not supported by e-Filing. Please

Power failure occurred Make sure that the power cable is connected properly and is inserted

System fatal error Turn the power OFF and then back ON. Try scanning again. If the error

Power failure occurred during e-Filing restore Make sure that the power cable is connected properly and is inserted

Syntax error, command unrecognized Check whether the Terminal mail address and Destination mail address

Syntax error in parameters or arguments Check whether the Terminal mail address and Destination mail address

Bad sequence of commands Check whether the mail server is operating properly. Turn the power OFF

Command parameter not implemented Check whether the mail server is operating properly. Turn the power OFF

Mailbox unavailable Confirm that the destination Email addresses are correct. Check the

User not local Confirm that the destination Email addresses are correct. Check whether

Check if the user is authorized to perform this job.

error still persists, contact your service representative.

specified e-Filing or folder and reset them. If the specified e-Filing or folder cannot be deleted, contact your service representative.

still persists, contact your service representative.

the error still persists, contact your service representative.

Check whether any necessary documents are stored in e-Filing. The documents will be deleted in a few days.

Delete all unnecessary documents in e-Filing.

still persists, contact your service representative.

reset the password and then reattempt the scan. When this error occurs in the printing of the data in e-Filing, do this with the administrator’s password. If recovery is still not completed or in case of an invalid password for the operation of other printing (opening the file, etc.), contact your service representative.

check the paper size, color mode or resolution.

securely. Resend the job.

still persists, contact your service representative.

securely. Resend the job.

are correct. Check whether the mail server is operating properly. Turn the power OFF and then back ON. Try the problem job again.

and then back ON. Try the problem job again. If the error still persists, contact your service representative.

access privilege for the mailbox in the mail server.

the mail server is operating properly.

- 53 -

CHECKING THE EQUIPMENT STATUS WITH TopAccess

Error Code Problem Description Corrective Action

2552

2553

Insufficient system storage The file is too large for the mailbox. Confirm the mailbox size on the mail

Mailbox name not allowed Check if there is an unpermitted character in the mailbox name in the mail

server. Transmit again in text mode or with a lower resolution. If the error still persists, divide the document and transmit again.

server.

- 54 -

Maintenance

Replacing Consumables / Maintenance Units················· P.56

Maintenance ······································································· P.69

Moving or Transporting the Machine ······························· P.76

Replacing Consumables / Maintenance Units

Warning

Caution

● Replacing Consumables / Maintenance Units

Replacing the Print Cartridge (for MB series)

• Do not expose the toner or the toner cartridge to fire. The toner might explode and cause burns.

• Do not store toner cartridge close to a fire. The toner can ignite and cause fires or burns.

• Do not clean up spilled toner with a vacuum cleaner; the toner could ignite from sparks or other electrical contact. Spilled toner should be cleaned up with a wet towel.

• Some parts inside the device become hot and can cause burns. Do not touch areas labeled "Caution High Temperature".

• Keep toner and toner cartridge out of reach of children. If children swallow toner, consult a doctor immediately.

• If toner is accidentally inhaled, gargle with large amounts of water and get plenty of fresh air. Consult a doctor if necessary.

• If toner gets on hands or skin, wash it off with soap and water.

• When dealing with paper jams or replacing toner cartridge, take care not to get toner on your hands or clothes. If toner gets on hands or skin, wash it off with soap and water.

• If toner gets on clothes, wash in cold water; hot water sets the toner into fabric.

• Do not disassemble the toner cartridge. Toner may disperse and soil hands and clothes or result in accidental inhalation.

• Place used toner cartridge in a plastic bag to prevent toner from dispersing.

• If you spill toner, carefully clean it up with a wet cloth.

Recommended Schedule for Replacing the Print Cartridge

When the message indicating that the print cartridge is near the end of lifespan is displayed on the display screen of the operator panel, prepare a replacement print cartridge. You can keep printing approximately 250 sheets until the next message is displayed. When the message indicating that the print cartridge ended its lifespan is displayed and printing is stopped, replace the print cartridge.

Note

• The actual life of the print cartridge differs depending on the usage.

• If toner gets into the eyes, immediately flush with plenty of water. Consult a doctor if necessary.

• If toner is swallowed, drink large amounts of water to dilute the toner. Consult a doctor if necessary.

- 56 -

Replacing Consumables / Maintenance Units

Front cover

Front cover open lever

Print cartridge

Blue lever

Top cover

Replace the Print Cartridge

Insert your finger into the recess on the

right side of the printer and pull the front cover open lever to open the front cover forward.

Memo

• Open the front cover gently. If you open it rapidly, the

MP Tray may open.

Remove the print cartridge.

Note

• When toner powder adheres to the paper feeding area inside the printer, wipe it off with a wet cloth that has been well wrung.

Turn the blue lever of the print cartridge

fully in the direction of the arrow while pressing the top of the print cartridge.

Close the front cover.

Note

• The front cover cannot be closed completely if the top cover is not closed.

Take out the new print cartridge from its bag and remove the desiccant attached to it.

Place a new print cartridge into the printer.

Please recycle used print cartridges.

Memo

• If you must dispose of a print cartridge, put it in a plastic bag or similar container and dispose of it in accordance with your municipality's ordinances or guidelines.

- 57 -

Replacing Consumables / Maintenance Units

Warning

Caution

Replacing the Toner Cartridge or Image Drum (for ES/MPS series)