Oki MC760x, MC770x, MC780x, ES7470x MFP, ES7480x MFP User's Manual Troubleshooting Guide
...
User’s Manual
Troubleshooting Guide
This manual supports the following models.
MC760x, MC770x, MC780x, ES7470x MFP, ES7480x MFP, MPS3537mc, MPS4242mc
The illustrations of the machine used in this document may be different from what you actually see
on your machine.
Table of contents
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.......... 6
When an Error Remains After Removing Jammed
Paper .....................................................................8
Paper Jam on Both Sides of the Printer Unit ...........9
When Paper Jam Occurs in Tray 2/3/4 (Option).... 10
When Paper Jam Occurs in Inner Finisher
(Option)................................................................11
When a Document is Jammed...........................12
When a Staple Jammed.....................................14
When Staple Jam Occurs in Inner Finisher
(Option)................................................................14
When Staple Jam Occurs in Offline Stapler
(Option)................................................................14
TROUBLESHOOTING FOR THE
HARDWARE ...........................................16
When This Screen Is Displayed.........................16
Messages Displayed on the Touch Panel..........17
TROUBLESHOOTING FOR PRINTING...20
Print Job Problems.............................................20
Clearing print job errors .........................................20
Cannot remember the document password for a
Private Print job ...................................................21
Printing a document including many graphics takes
time......................................................................21
Printer Driver Problems......................................21
Cannot print (port setting problems) ......................21
Cannot print (SNMP Community Name problems)
Command line options not processed....................22
Retrieval of printer configuration failed ..................22
Cannot change settings on the [Device Settings]
tab........................................................................22
Network Connection Problems ..........................22
Cannot print with the equipment (network
connection problems) .......................................... 22
Cannot print with SMB print ...................................23
Client Problems..................................................23
Checking the client status ......................................23
... 21
Hardware Problems ...........................................24
Print jobs not output............................................... 24
TROUBLESHOOTING FOR COPYING ...25
Copying Problems..............................................25
TROUBLESHOOTING for FAX ...............27
Troubleshooting .................................................27
Error codes ............................................................ 27
Error messages ..................................................... 27
Transmission/reception trouble.............................. 28
TROUBLESHOOTING FOR SCANNING
....29
Scanning Problems ............................................29
Cannot E-mail my scans........................................ 29
Cannot find the data saved in the shared folder .... 29
TROUBLESHOOTING FOR e-Filing.......30
e-Filing Web Utility Problems .............................30
e-Filing Web Utility terminates the session............ 30
Numerous sub windows repeatedly appear........... 30
Displaying the items in the Contents Frame
takes a long time ................................................. 30
Error messages ..................................................... 30
TROUBLESHOOTING FOR NETWORK
CONNECTIONS .....................................32
Locating the Equipment in the Network .............32
Cannot locate the equipment in the network ......... 32
Cannot locate the equipment with Local Discovery
Equipment does not respond to ping command .... 34
LDAP Search and Authentication Problems ......34
Network shutdown occurs or touch panel disabled
after LDAP search ...............................................34
LDAP authentication takes a long time.................. 34
Printing Problems (Network Related).................35
SMB print in a Windows operating system
environment......................................................... 35
Raw TCP or LPR print in a Windows operating
system environment ............................................ 35
IPP print in a Windows operating system
environment......................................................... 36
Novell print in a NetWare environment.................. 36
Macintosh environment.......................................... 37
Network Fax (N/W-Fax) Driver Problems...........37
N/W-Fax Driver Installation Error Messages .........37
... 33
- 2 -
N/W-Fax Driver General Errors..............................38
Wireless LAN Problems .....................................39
Client Software Authentication Problems...........40
Cannot log in using client software ........................ 40
CHECKING THE EQUIPMENT STATUS
WITH TopAccess ...................................41
Hardware Status Icons on TopAccess [Device]
Tab...................................................................41
Error Messages..................................................42
Error Codes........................................................43
Error codes on print jobs........................................ 43
Error codes on transmission and reception ...........44
Error codes on scan jobs .......................................47
2 Maintenance ................................. 52
Replacing Consumables / Maintenance
Units .......................................................53
Replacing the Toner Cartridge...........................53
Replacing the Image Drum Cartridge ................56
Replacing the Fuser Unit ...................................60
Replacing the Belt Unit ......................................62
Replacing the Inner Finisher Cartridge ..............64
Replacing the Offline Stapler Cartridge .............65
Table of contents
Maintenance ............................................66
Cleaning the Surface of the Machine .................66
Cleaning the document glass (glass surface) ....66
Clean the document transporting roller and
document holding roller....................................67
Clean the feed roller...........................................68
When cleaning the tray ..........................................68
When cleaning the Multi-Purpose tray...................68
Clean the LED heads .........................................69
Moving or Transporting the Machine....71
Moving the Machine ...........................................71
For the equipment with additional tray units
installed................................................................71
Transporting the Machine ..................................72
3 Appendix....................................... 74
Battery Disposal......................................75
4 Index.............................................. 76
- 3 -
1
1
Troubleshooting
2
When a Paper Jam Occurs·················································· P.5
TROUBLESHOOTING FOR THE HARDWARE ················· P.16
3
4
TROUBLESHOOTING FOR PRINTING······························ P.20
TROUBLESHOOTING FOR COPYING ······························ P.25
TROUBLESHOOTING for FAX··········································· P.27
TROUBLESHOOTING FOR SCANNING···························· P.29
TROUBLESHOOTING FOR e-Filing ·································· P.30
TROUBLESHOOTING FOR NETWORK CONNECTIONS
CHECKING THE EQUIPMENT STATUS WITH TopAccess
··············· P.32
············ P.41
2
1
3
4
5
6
7
● 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. 6
Paper jam on both sides of
the printer unit
Paper jam in Tray 2, 3 or 4
(Option)
P. 5
P. 9
P. 1 0
When a Paper Jam Occurs
When a paper jam occurs in Tray 1, Multi-Purpose Tray (MPT)
Remove the paper tray from Tray 1.
1
Remove the jammed paper.
2
If you cannot see the jammed paper, do nothing, and
proceed to step 3.
Put the paper tray back.
3
If you removed the jammed paper in step 2, this
procedure is finished.
- 5 -
When a Paper Jam Occurs
2
1
3
4
5
6
7
Multi-Purpose
Tray (MPT)
Front cover
Lever
Front cover
Front cover
Front cover
Multi-Purpose
Tray (MPT)
Scanner
part
Handle
Top cover
Top cover open button
If the Multi-Purpose Tray (MPT) is closed,
4
hold both sides of the Multi-Purpose Tray
(MPT), and position it in front of you.
Pull the central lever upward, and open the
5
front cover.
Close the front cover.
7
If the Multi-Purpose Tray (MPT) is not in
8
use, close the Multi-Purpose Tray (MPT).
When Paper Jam Occurs Inside the Machine
Pull the jammed paper slowly to remove it.
6
• When paper is fed from Tray 1, or Tray 2/3/4 (Option)
• When paper is fed from Multi-Purpose Tray (MPT)
Hold the handle and lift the scanner part.
1
Push the top cover open button to open the
2
top cover.
- 6 -
When a Paper Jam Occurs
2
1
3
4
5
6
7
Fuser unit
lock control
lever (blue)
LED head
Handle
Jam release lever
Handle
Fuser unit
lock control
lever (blue)
Top cover
Scanner part
Pull the fuser unit lock control lever (blue)
3
in the direction of the arrow.
Grip the handle of the fuser unit, pull it out
4
carefully, and place it on a flat surface.
Note
• Make sure the fuser unit does not hit the LED head.
Warning
The fuser unit can be extremely hot,
and there is a risk of getting burned.
Push the fuser unit lock control lever (blue)
7
toward the back to lock it in place.
Close the top cover.
8
Pull the jam release lever downward, and
5
slowly pull the jammed paper out in the
direction of the arrow (toward you).
Hold the handle of the fuser unit, and gently
6
replace it inside the device.
Return the scanner part to its original
9
position. Press the top of the scanner part
into place.
This completes the procedure.
Note
• After removing jammed paper from the fuser unit, print
several blank pages, as stray toner is sometimes left
inside the fuser unit.
- 7 -
When a Paper Jam Occurs
2
1
3
4
5
6
7
Note
Scanner part
Handle
Top cover
Top cover open button
Top cover
Image drum
cartridges
Paper Fuser unit
Fuser unit lock
control lever (blue)
When an Error Remains After Removing Jammed Paper
Remove any remaining jammed paper using the following
procedure.
Hold the handle and lift the scanner part.
1
Push the top cover open button to open the
2
top cover.
Cover the drum cartridges with paper to
4
prevent direct exposure to light.
• The image drum (the green tube) is fragile; handle it
carefully.
• Do not expose the drum cartridges to direct sunlight or
strong light (more than about 1,500 lux). Do not expose
them to room lighting for more than five minutes.
Remove the jammed paper slowly.
5
• When the End of the Paper Is Visible
• When the End of the Paper is Not Visible
Remove the four image drum cartridges,
3
and place them on a flat surface.
• When the Back End of the Paper is Visible
- 8 -
When a Paper Jam Occurs
2
1
3
4
5
6
7
Image drum cartridges
Top cover
Scanner part
Duplex unit cover
Jam release lever
Duplex unit cover
Duplex unit cover
Duplex unit cover
Replace the image drum cartridges.
6
Paper Jam on Both Sides of the Printer Unit
There is a paper jam near the duplex unit.
Press the jam release lever of the duplex
1
unit on the back of device, and open the
duplex unit cover.
Close the top cover.
7
Remove the jammed paper.
2
If you cannot see the jammed paper, do nothing, and
proceed to step 3.
Return the scanner part to its original
8
position. Press the top of the scanner part
into place.
This completes the procedure.
Close the duplex unit cover.
3
If you removed the jammed paper in step 2, this
procedure is finished.
If you could not see the jammed paper in step 2, the
device should now automatically eject the jammed paper.
- 9 -
When a Paper Jam Occurs
2
1
3
4
5
6
7
Note
Duplex unit
Jammed paper
Cover
Duplex unit
Cover
If the paper is not automatically ejected,
4
pull out the duplex unit cover.
• Before pulling out the duplex unit cover, please do the
following.
• Press the [POWER] button until a "pip" sound is heard.
"Shutdown is in progress." appears for a while, and
then the power is turned OFF. Then turn the power
switch OFF. Do not turn off the device abruptly. It can
5
cause malfunctions."
Lift the cover to remove the jammed paper.
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 paper tray from Tray 2.
1
Remove the jammed paper.
2
Replace the cover, and return the duplex
6
unit to its original position.
This completes the procedure.
Replace the paper tray.
3
Note
• Replacing the paper tray is not enough to fix the error.
You must also complete steps 4 to 7.
- 10 -
When a Paper Jam Occurs
2
1
3
4
5
6
7
Multi-Purpose
Tray (MPT)
Front cover
Lever
Front cover
Front cover
Multi-Purpose
Tray (MPT)
Scanner part
Handle
Cover
Hold both sides of the Multi-Purpose Tray
4
(MPT), and fold it down.
Pull the central lever upward, and open the
5
front cover.
Close the Multi-Purpose Tray (MPT).
7
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.
1
Close the front cover.
6
Open the finisher cover.
2
Remove the jammed paper.
3
- 11 -
When a Paper Jam Occurs
2
1
3
4
5
6
7
Note
Inner cover
Inner cover
Close the finisher cover.
4
When a Document is Jammed
When a document becomes jammed, an alarm will sound and
a message will appear in the control panel.
Open the RADF cover to remove the
1
jammed document.
(1) Pull the RADF cover open lever to open
the RADF cover.
Return the scanner part to its original
5
position.
(2) Remove the jammed document. Proceed
to step 2 if you cannot remove the jammed
document.
• Do not try to remove the document with force.
(3) If you were able to remove the document,
proceed to step 3.
Open the inner cover to pull out the jammed
2
document.
(1) Open the inner cover.
- 12 -
When a Paper Jam Occurs
2
1
3
4
5
6
7
Memo
Jammed paper
Document holder
cover
Lever
Document holder
cover
(2) If you can see the edge of the jammed
(2) Pull the jammed paper slowly to remove it.
document, pull it out gently.
(3) If you were able to remove the document,
close the inner cover and proceed to step
(3) Return the document holding pad to its
original position.
3.
Close the RADF cover.
3
If you cannot see the jammed document, do nothing, and
proceed to step 4.
Close the document holder cover.
This completes the procedure.
Open the document holder cover.
4
(1) Pull down the lever to open the document
holding pad.
5
This completes the procedure.
• If an error occurs while copying, the copying gets
canceled.
- 13 -
2
1
3
4
5
6
7
When a Staple Jammed
Scanner part
Handle
Cover
When Staple Jam Occurs in Inner Finisher (Option)
Hold the handle and lift the scanner part.
1
Close the finisher cover.
5
When a Paper Jam Occurs
Open the rear cover of the finisher.
2
Return the scanner part to its original
6
position.
When Staple Jam Occurs in Offline Stapler (Option)
Open the offline stapler cover.
1
Pull out the cartridge and remove the
3
jammed staple.
4
Place the cartridge.
- 14 -
Pull out the cartridge and remove the
2
jammed staple.
When a Paper Jam Occurs
2
1
3
4
5
6
7
Place the cartridge.
3
Close the offline stapler cover.
4
- 15 -
2
1
3
4
5
6
7
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.17 "Messages Displayed on the Touch Panel"
- 16 -
TROUBLESHOOTING FOR THE HARDWARE
2
1
3
4
5
6
7
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
Install new *** toner cartridge No toner is left. “***” indicates the
*** TONER NOT RECOGNIZED
Check the toner cartridge
Check paper size setting on control
panel for tray N. Check the direction
or size of the paper.
Wait (Performing Self-check) The equipment is undergoing
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)
READY (CHECK STAPLER) Staple jam has occurred in the stapler
the equipment.
color.
(The colors are shown abbreviated
when two or more toners are running
out: Y: yellow, M: magenta, C: cyan,
and K: black)
The toner cartridge indicated by *** is
not installed at all or improperly so.
The terminal of the toner cartridge is
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.
maintenance to keep its imaging
quality.
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.
(Special paper, thick 4 paper or thin
paper tried to be output on the lower
receiving tray of MJ-1107/MJ-1108.)
The number of originals to be
scanned has exceeded the limit
specified with the department or user
code during scanning.
The toner cartridge indicated by *** is
not installed at all or improperly so.
The recom
not being used.
of the finisher.
mended toner cartridge is
Remove the misfed paper following the guidance displayed on the
touch panel.
P.5 "When a Paper Jam Occurs"
See the color indication on the touch panel and replace the toner
cartridge.
(About another 50 copies can be made after this message
appears. The number varies depending on the conditions of
copying.)
P.54 "Replace the Toner Cartridges"
Install the toner cartridge correctly.
P.54 "Replace the Toner Cartridges"
Wipe the terminal with a soft cloth.
Use the recommended toner cartridge.
P.54 "Replace the Toner Cartridges"
Just removing the misfed paper does not prevent another paper
from being misfed. Be sure to correctly register the paper size in
the equipment.
Wait until the adjustment is completed and the message
disappears.
Remove the misfed original following the guidance on the touch
panel.
P.12 "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.
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.
.54 "Replace the Toner Cartridges"
P
Use the recommended toner cartridge.
P.54 "Replace the Toner Cartridges"
Remove the jammed staples.
- 17 -
TROUBLESHOOTING FOR THE HARDWARE
2
1
3
4
5
6
7
Message Problem Description Corrective Action
READY (CHECK STAPLER) No staples are left in the stapler of the
READY (FINISHER FULL) The receiving tray of the finisher is full
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
Call for service The equipment requires adjusting by
finisher.
of paper.
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).
a service technician.
Refill the staples.
Remove the paper from the receiving tray of the finisher.
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
Examine Stapler Staple jam has occurred in the stapler
Saving energy - press START button. The equipment has entered into the
CHANGE TRAY TO CORRECT
PAP ER S IZE
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 control
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
finisher.
of the finisher.
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.
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.
Register the paper size correctly. Just removing the misfed paper
does not prevent another paper from being misfed.
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.
- 18 -
2
1
3
4
5
6
7
Note
Message Problem Description Corrective Action
Reboot the machine An error has occurred in the
Toner near Empty (***) Toner is running out. “***” indicates
equipment and it stopped normal
operation.
the color.
(The colors are shown in
abbreviations when two or more
toners are running out: Y: yellow, M:
magenta, C: cyan, and K: black)
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
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.
The LAN cable connection is not
detected.
TROUBLESHOOTING FOR THE HARDWARE
Rebooting the equipment may correct the error: Press the
[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.
Some toner is still left in the toner cartridge while this message is
displayed. You do not have to replace the toner cartridge yet.
Check the color of the toner on the touch panel and prepare the
toner cartridge.
(About another 1000 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.
• Black and white print is available while the other colors has run
out. Neither color nor black and white print can be done when
the black toner has run out.
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.
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.43 "Error Codes"
- 19 -
2
1
3
4
5
6
7
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.
1
Place paper of the size specified with the computer on the multi-purpose tray (MPT), and press
2
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.
- 20 -
TROUBLESHOOTING FOR PRINTING
2
1
3
4
5
6
7
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
- 21 -
TROUBLESHOOTING FOR PRINTING
2
1
3
4
5
6
7
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.35 "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.35 "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.
- 22 -
2
1
3
4
5
6
7
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, 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.21 "Printer Driver Problems"
P.22 "Network Connection Problems"
P.35 "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.
- 23 -
TROUBLESHOOTING FOR PRINTING
2
1
3
4
5
6
7
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.22 "Cannot print with the equipment
(network connection problems)"
See the following section to fix the problem.
P.21 "Cannot print (port setting problems)"
See the following section to fix the problem.
P.23 "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.22 "Network Connection Problems"
See the following section to fix the problem:
P.32 "Locating the Equipment in the Network"
See the following sections to fix the problem:
P.42 "Error Messages"
P.43 "Error Codes"
Also refer to the Basic Guide for more information on resolving output errors caused by software settings.
- 24 -
Loading...