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

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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.

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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.

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