Toshiba 5520c User Manual 2

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MULTIFUNCTIONAL DIGITAL COLOR SYSTEMS

Troubleshooting Guide

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©2008, 2009 TOSHIBA TEC CORPORATION All rights reserved Under the copyright laws, this manual cannot be reproduced in any form without prior written permission of TTEC. No patent liability is assumed, however, with respect to the use of the information contained herein.

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Preface

Thank you for purchasing TOSHIBA Multifunctional Digital Color System. This guide describes how to troubleshoot the problems that could occur while you are using the equipment. Keep this guide within easy reach, and use it to configure an environment that makes best use of the e-STUDIO’s functions.

 How to read this manual

 Symbols in this manual

In this manual, some important items are described with the symbols shown below. Be sure to read these items before using this equipment.

Indicates a potentially hazardous situation which, if not avoided, could result in death, serious injury, or serious damage, or fire in the equipment or surrounding assets.

Indicates a potentially hazardous situation which, if not avoided, may result in minor or moderate injury, partial damage to the equipment or surrounding assets, or loss of data.

Indicates information to which you should pay attention when operating the equipment.

Other than the above, this manual also describes information that may be useful for the operation of this equipment with the following signage:

Describes handy information that is useful to know when operating the equipment.

Pages describing items related to what you are currently doing. See these pages as required.

 Screens

y Screens in this manual may differ from the actual ones depending on the use-environment of the equipment such as

the installing status of options.

y Screens of when paper in the A/B format is used are given in this manual. If you use paper in the LT format, the display

or the order of buttons may differ from that of your equipment.

 Trademarks

y The official name of Windows 2000 is Microsoft Windows 2000 Operating System. y The official name of Windows XP is Microsoft Windows XP Operating System. y The official name of Windows Vista is Microsoft Windows Vista Operating System. y The official name of Windows 7 is Microsoft Windows 7 Operating System. y The official name of Windows Server 2003 is Microsoft Windows Server 2003 Operating System. y The official name of Windows Server 2008 is Microsoft Windows Server 2008 Operating System. y Microsoft, Windows, Windows NT, and the brand names and product names of other Microsoft products are

trademarks of Microsoft Corporation in the US and other countries.

y Apple, AppleTalk, Macintosh, Mac, Mac OS, Safari and TrueType are trademarks of Apple Inc. in the US and other

countries.

y Adobe, Adobe Acrobat, Adobe Reader, Adobe Acrobat Reader, and PostScript are trademarks of Adobe Systems

Incorporated.

y Mozilla, Firefox and Firefox logo are trademarks or registered trademarks of Mozilla Foundation in the U.S. and other

countries.

y IBM, AT and AIX are trademarks of International Business Machines Corporation. y NOVELL, NetWare, and NDS are trademarks of Novell, Inc. y TopAccess is a trademark of Toshiba Tec Corporation. y Other company names and product names in this manual are the trademarks of their respective companies.

Preface 1

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Preface....................................................................................................................................... 1

Chapter 1 TROUBLESHOOTING FOR THE HARDWARE

Messages Displayed on the Touch Panel .............................................................................. 8

Clearing a Paper Jam ............................................................................................................. 11

Locating a paper jam ........................................................................................................... 11

Clearing a paper jam ........................................................................................................... 12

Paper jam in the Reversing Automatic Document Feeder .................................................. 13

Paper jam in the External Large Capacity Feeder (optional)............................................... 15

Paper jam in the drawer feeding portion.............................................................................. 17

Paper jam in the bypass tray ............................................................................................... 18

Paper jam in the right side of the equipment ....................................................................... 18

Paper jam in the duplexing unit ........................................................................................... 21

Paper jam in the Finisher and the Hole Punch Unit (both optional)..................................... 22

Paper jam in the Saddle Stitch unit (optional) ..................................................................... 26

Paper jam in the receiving unit ............................................................................................ 30

Paper jam in the bridge unit................................................................................................. 32

Clearing paper jams caused by a wrong paper size setting ................................................ 33

Clearing paper jams caused by a wrong paper type setting................................................ 38

Clearing a Staple Jam ............................................................................................................ 42

Staple jam in the Finisher .................................................................................................... 42

Staple jam in the Saddle Stitch unit..................................................................................... 43

Replacing a Toner Cartridge ................................................................................................. 46

Replacing a “Near Empty” toner cartridge ........................................................................... 49

Replacing the Waste Toner Box............................................................................................ 52

Refilling With Staples............................................................................................................. 54

Refilling the Finisher staples................................................................................................ 54

Refilling the Saddle Stitch unit staples ................................................................................ 55

Cleaning the Hole Punch Dust Bin ....................................................................................... 58

Chapter 2 TROUBLESHOOTING FOR COPYING

Copying Problems.................................................................................................................. 60

Chapter 3 TROUBLESHOOTING FOR PRINTING

Print Job Problems................................................................................................................. 64

Clearing print job errors .......................................................................................................64

Cannot remember the document password for a Private Print job...................................... 65

Printer Driver Problems .........................................................................................................66

Cannot print (port setting problems) .................................................................................... 66

Cannot print (SNMP Community Name problems).............................................................. 66

Command line options not processed ................................................................................. 66

Retrieval of printer configuration failed................................................................................ 67

Cannot print a job as expected using PS3 printer driver ..................................................... 67

Cannot change settings on the [Fonts] tab and the [Configuration] tab .............................. 67

Network Connection Problems ............................................................................................. 68

Cannot print with the equipment (network connection problems)........................................ 68

Cannot print with SMB print................................................................................................. 68

CONTENTS 3

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Cannot print properly with AppleTalk print........................................................................... 68

Client Problems ..................................................................................................................... 69

Checking the client status.................................................................................................... 69

Hardware Problems................................................................................................................ 70

Startup page not printed ...................................................................................................... 70

Print jobs not output ............................................................................................................ 70

Chapter 4 TROUBLESHOOTING FOR SCANNING

Scanning Problems ................................................................................................................ 72

Cannot E-mail my scans...................................................................................................... 72

Cannot find the data saved in the shared folder.................................................................. 72

Chapter 5 TROUBLESHOOTING FOR e-Filing

e-Filing Web Utility Problems ................................................................................................ 74

e-Filing Web Utility terminates the session.......................................................................... 74

Numerous sub windows repeatedly appear ........................................................................ 74

Displaying the items in the Contents Frame takes a long time............................................ 74

Error messages ................................................................................................................... 75

Chapter 6 TROUBLESHOOTING FOR NETWORK CONNECTIONS

Locating the Equipment in the Network............................................................................... 78

Cannot locate the equipment in the network ....................................................................... 78

Cannot locate the equipment with Local Discovery............................................................. 79

Equipment does not respond to ping command .................................................................. 80

LDAP Search and Authentication Problems........................................................................ 81

Network shutdown occurs or touch panel disabled after LDAP search ............................... 81

LDAP authentication takes a long time................................................................................ 81

Printing Problems (Network Related) ................................................................................... 82

SMB print and Point&Print in a Windows operating system environment ........................... 82

Raw TCP or LPR print in a Windows operating system environment ................................. 82

IPP print in a Windows operating system environment ....................................................... 83

Novell print in a NetWare environment................................................................................ 83

Macintosh environment ....................................................................................................... 84

UNIX/Linux environment...................................................................................................... 84

Network Fax (N/W-Fax) Driver Problems.............................................................................. 85

N/W-Fax Driver Installation Error Messages ....................................................................... 85

N/W-Fax Driver General Errors ........................................................................................... 86

Chapter 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess

4 CONTENTS

Hardware Status Icons on TopAccess [Device] Tab........................................................... 90

Error Messages ...................................................................................................................... 92

Error Codes............................................................................................................................. 96

Error codes on print jobs ..................................................................................................... 96

Error codes on transmission and reception ......................................................................... 98

Error codes on scan jobs................................................................................................... 101

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Chapter 8 WHEN SOMETHING IS WRONG WITH THE EQUIPMENT

When You Think Something Is Wrong With the Equipment............................................. 106

General operations ............................................................................................................ 106

Originals and paper ........................................................................................................... 107

Regular Maintenance ........................................................................................................... 108

INDEX ................................................................................................................................................................... 109

CONTENTS 5

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6 CONTENTS

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1.TROUBLESHOOTING FOR THE

HARDWARE

This chapter describes how to troubleshoot the problems with paper, toner and other finishing processes. This chapter also describes how to supply the paper, toner and staples.

Messages Displayed on the Touch Panel .............................................................................. 8

Clearing a Paper Jam............................................................................................................. 11

Locating a paper jam............................................................................................................................................11

Clearing a paper jam ............................................................................................................................................12

Paper jam in the Reversing Automatic Document Feeder ...................................................................................13

Paper jam in the External Large Capacity Feeder (optional)................................................................................15

Paper jam in the drawer feeding portion ..............................................................................................................17

Paper jam in the bypass tray................................................................................................................................18

Paper jam in the right side of the equipment ........................................................................................................18

Paper jam in the duplexing unit ............................................................................................................................21

Paper jam in the Finisher and the Hole Punch Unit (both optional) .....................................................................22

Paper jam in the Saddle Stitch unit (optional) ......................................................................................................26

Paper jam in the receiving unit .............................................................................................................................30

Paper jam in the bridge unit .................................................................................................................................32

Clearing paper jams caused by a wrong paper size setting.................................................................................33

Clearing paper jams caused by a wrong paper type setting.................................................................................38

Clearing a Staple Jam............................................................................................................42

Staple jam in the Finisher .....................................................................................................................................42

Staple jam in the Saddle Stitch unit ......................................................................................................................43

Replacing a Toner Cartridge ................................................................................................. 46

Replacing a “Near Empty” toner cartridge ............................................................................................................49

Replacing the Waste Toner Box............................................................................................ 52

Refilling With Staples............................................................................................................. 54

Refilling the Finisher staples.................................................................................................................................54

Refilling the Saddle Stitch unit staples..................................................................................................................55

Cleaning the Hole Punch Dust Bin ....................................................................................... 58

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1 TROUBLESHOOTING FOR THE HARDWARE

Messages Displayed on the Touch Panel

When a message appears on the touch panel, see the table below to solve the problem.

Message Problem Description Solution

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

Misfeed in *** Paper jam has occurred inside the

Install new *** toner cartridge No toner is left. “***” indicates the

Check paper size setting on control panel for drawer N

Check paper type setting for drawer N Paper jam has occurred because of

Paper for left drawer can be added No paper is left in the left tray of the

TRU Box needs to be replaced (Please make a service call)

Prepare new waste toner box The waste toner box is nearly full. Have a new waste toner box ready for the

Wait (Performing Self-check) The equipment is undergoing the

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

Change direction of original The orientation of the original placed

Time for Developer (*) Maintenance. (The colors are shown abbreviated: Y: yellow, M: magenta, C: cyan and K: black.)

Cannot print this paper size Select the other Drawer

equipment.

color. (The colors are shown abbreviated when two or more toners are running out: Y: yellow, M: magenta, C: cyan, and K: black.)

Paper jam has occurred because of the mismatch between the paper size placed in drawer N and the size registered for drawer N on the equipment.

the mismatch between the paper type placed in a drawer N and the type registered for the drawer N on the equipment.

Tandem Large Capacity Feeder.

The TRU box requires replacement by a service technician.

maintenance to keep its imaging quality.

Reversing Automatic Document Feeder.

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

on the original glass is incorrect.

Little developer remains. “*” indicates the color of the developer.

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

1. The paper with the size of 320 mm x 450 mm, 320 mm x 460 mm or 330 mm x 483 mm (13" x 19") was attempted to be output in the lower receiving tray of MJ-1103/ MJ-1104.

2. The paper with the length of 457 mm (18") or longer was attempted to be output in the lower receiving tray of MJ-1103/MJ-1104.

3. The paper with the length of 483 mm (19") or longer was attempted to be output in the receiving tray of the Finisher.

Remove the jammed paper following the guidance displayed on the touch panel.  P.11 “Clearing a Paper Jam”

See the color indication on the touch panel and replace the toner cartridge. (About another 2000 copies can be made after this message appears. The number varies depending on the conditions of copying.)  P.46 “Replacing a Toner Cartridge”

Just removing the jammed paper does not prevent another paper jam. Be sure to correctly register the paper size in the equipment.  P.33 “Clearing paper jams caused by a wrong paper size setting”

Just removing the jammed paper does not prevent another paper jam. Be sure to correctly register the paper type in the equipment.  P.38 “Clearing paper jams caused by a wrong paper type setting”

You can add paper while the copy function is in operation. Open the drawer of the Tandem Large Capacity Feeder and add paper in the left drawer. For details, refer to Chapter 1 of the Copying Guide.

Contact your service representative.

replacement.

Wait until the maintenance is completed and the message disappears.

Remove the jammed original following the guidance on the touch panel.  P.13 “Paper jam in the Reversing Automatic Document Feeder”

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 original glass.

Contact your service representative.

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

8 Messages Displayed on the Touch Panel

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Message Problem Description Solution

Cannot print this paper type Set the other paper type

Change from this mode Count over, cannot store anymore

READY (CHECK SADDLE STITCH STAPLER)

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

READY (CHECK STAPLER) No staples remain in the stapler of the

READY (HOLE PUNCH DUST BIN IS FULL)

READY (INNER TRAY FULL) The exit tray of the equipment is full of

Cannot copy Check DEPARTMENT COUNTER

Add paper No paper remains in a drawer or on

Call for service The equipment requires adjusting by

A printing was attempted but failed. The paper could not be output in the tray selected for the paper output because of the mismatch between the paper type and the tray. (Special paper or thick 4 paper was attempted to be output in the lower receiving tray of MJ-1103/MJ-1104.)

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

Staple jam has occurred in the stapler of the Saddle Stitch unit.

No staples remain in the stapler of the Saddle Stitch unit.

of the Finisher.

Finisher.

The hole punch dust bin is full of paper punchings.

paper.

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

the bypass tray.

a service technician.

1 TROUBLESHOOTING FOR THE HARDWARE

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.

Remove the jammed staples.  P.43 “Staple jam in the Saddle Stitch unit”

Refill the staples.  P.55 “Refilling the Saddle Stitch unit staples”

Remove the jammed staples.  P.42 “Clearing a Staple Jam”

Refill the staples.  P.54 “Refilling With Staples”

Remove the paper punchings.  P.58 “Cleaning the Hole Punch Dust Bin”

Remove the paper from the exit tray of the equipment.

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

Set paper in the drawer or on the bypass tray. The touch panel indicates which drawer (or the bypass tray) has no paper. To set paper, refer to the Copying Guide.

Contact your service representative with the error code (C***) displayed on the right side of the touch panel.

Examine stapler in the Saddle Stitch unit

Check staple cartridge in the Saddle Stitch unit

Check staple cartridge No staples remain 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 DRAWER TO CORRECT PAPER SIZE

Time for periodic maintenance The equipment requires inspection

Staple jam has occurred in the stapler of the Saddle Stitch unit.

No staples remain in the stapler of the Saddle Stitch unit.

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.

and maintenance by a service technician.

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.

Remove the jammed staples.  P.43 “Staple jam in the Saddle Stitch unit”

Refill the staples.  P.54 “Refilling With Staples”

Remove the jammed staples.  P.42 “Clearing a Staple Jam”

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

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

Contact your service representative for maintenance.

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Message Problem Description Solution

POWER FAILURE A job was interrupted by a power

ERASING DATA The Data Overwrite Enabler (optional)

Check paper size setting on touch panel for Bypass tray

Set the paper on the bypass tray again.

Check the direction or size of the paper on the bypass tray and press START

Reboot the machine An error occurred in the equipment

Toner near Empty (***) A toner is running out. “***” indicates

Confirm waste toner box is attached and close waste toner box cover

Dispose of used toner The waste toner box is full. Replace the waste toner box following the guidance

Please Empty Hole Punch Waste The Hole Punch Unit dust bin is full. Remove the paper punchings.

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

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

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

failure or some other reason.

is clearing the data.

Paper jam occurred because of a mismatch between the paper size placed in the bypass tray and the size registered for the bypass tray in the equipment.

The paper placed on the bypass tray jammed.

The direction or the size of the paper placed on the bypass tray is incorrect.

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)

The waste toner box is not securely attached or the waste toner box cover is open.

Internal memory available ran out while scanning.

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

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

Register the paper size correctly. Just clearing the paper jam does not prevent another paper jam.  P.33 “Clearing paper jams caused by a wrong paper size setting”

Remove the jammed paper and set the paper again.

Check the direction and the size of the paper and then replace it on the bypass tray.

Rebooting the equipment may correct the error. To reboot the equipment, turn the main power switch off and then on.

Check the color of the toner on the touch panel and prepare the toner cartridge. (About another 4000 copies can be made after this message appears.)

y Replace a toner cartridge after the message

“Install new *** toner cartridge” is displayed.

y Black and white printing is available while the

other colors have run out. Neither color nor black and white printing can be done when the black toner has run out.

y If you replace a toner cartridge with a new one

while some toner remains, make sure to clear the counter. This is necessary for the equipment to display the next “Toner near Empty” message at the proper time. For the procedure, see below.  P.49 “Replacing a “Near Empty” toner cartridge”

Confirm the waste toner box is securely mounted and close the waste toner box cover.  P.52 “Replacing the Waste Toner Box”

displayed on the touch panel.

 P.52 “Replacing the Waste Toner Box”

 P.58 “Cleaning the Hole Punch Dust Bin”

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].

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].

Error Codes

The error codes indicating the status of the equipment may appear on the touch panel. You can find the listings of these codes in Chapter 7.  P.96 “Error Codes”

10 Messages Displayed on the Touch Panel

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Clearing a Paper Jam

 Locating a paper jam

The equipment stops copying when the original or copy paper is jammed. Paper jams are notified on the touch panel as follows:

Error code

Error message

Guidance for clearing paper jams

Paper jam symbols

The paper jam symbol helps you locate the paper jam.

321 4 5 6

1314 912 11 10 78

1. Receiving tray lower cover ( P.3 1 )

2. Receiving tray ( P.30)

3. Reversing Automatic Document Feeder ( P.1 3 )

4. Fuser unit ( P.19)

5. Duplexing unit ( P.2 1 )

6. Bypass tray ( P. 1 8 )

7. External Large Capacity Feeder (optional) ( P.1 5 )

8. Drawer feeding portion ( P. 1 7 )

9. Transport unit ( P. 1 8 )

10. Bridge unit ( P.32)

11. Side receiving tray ( P.30)

12. Hole Punch Unit (optional) ( P. 2 2 )

13. Saddle Stitch unit (optional) ( P. 2 6 )

14. Finisher (optional) ( P.22)

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1 TROUBLESHOOTING FOR THE HARDWARE

The picture of the hardware device shown on the touch panel differs depending on the composition of the options installed.

 Clearing a paper jam

Remove the jammed paper from the bridge unit after you have cleared all the other jams. Pulling out the bridge unit from the equipment may tear the paper left inside the equipment.

Clear the paper jam

Clear the paper jam following the guidance shown on the touch panel. Press or to scroll the pages.

After clearing the jam, close all the opened covers.

The equipment starts the warm-up. Follow the guidance on the touch panel.

 Tips on removing the jammed paper

Note the following points in removing the jammed paper.

Remove the jammed paper from the bridge unit after clearing all the other jams.

Remove the jammed paper from the bridge unit after you have cleared all the other jams. If you pull out the bridge unit from the equipment with the jammed paper left, the jammed paper may be torn and left inside the equipment.

Remove the jammed paper carefully so as not to tear it.

To avoid tearing the jammed paper, remove the paper slowly with both hands. Using force may tear the paper, making it more difficult to remove. See also that no pieces of torn paper are left inside the equipment.

When the paper jam sign remains after removing the jammed paper;

Depending on the timing of the occurrence, no jammed paper may be found where the paper jam sign indicates. If the sign does not disappear after you have removed the jammed paper, follow the steps as instructed on the touch panel.

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1.TROUBLESHOOTING FOR THE HARDWARE

Do not touch the fuser unit or the metal portion around it.

Do not touch the fuser or the metal portion around it when you remove the jammed paper from the fuser unit. This could burn you or the shock could cause you to get your hand injured in the machine.

Do not touch the transfer belt.

Do not touch the transfer belt when you remove the jammed paper inside the right of the equipment. Doing so may cause damage the equipment or result in a poor output.

1 TROUBLESHOOTING FOR THE HARDWARE

 If paper jams occur frequently

The following are the common causes of paper jams. If the problem persists, check for the following situations.

y An unsuitable original is placed on the Reversing Automatic Document Feeder. y Unavailable paper with the equipment is used. y Paper sizes are not consistent between the size in a drawer or the bypass tray and the size registered in the

equipment.

y All the jammed paper has not been removed. y There is too much of a gap between the paper and the side or end guide in the drawer. y The amount of paper placed in a drawer exceeds the limit indicated on the side guide of the drawer.

 Paper jam in the Reversing Automatic Document Feeder

Raise the lever and open the upper cover.

Remove the original.

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1 TROUBLESHOOTING FOR THE HARDWARE

Turn the dial to remove the original.

Open the transport guide and remove the original.

Close the transport guide.

Raise the original feeder tray, and remove the original

under the guide plate.

Lower the original feeder tray.

Close the upper cover.

Open the Reversing Automatic Document Feeder.

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1.TROUBLESHOOTING FOR THE HARDWARE

Open the reverse cover and remove the original.

Close the reverse cover.

1 TROUBLESHOOTING FOR THE HARDWARE

Close the Reversing Automatic Document Feeder.

 Paper jam in the External Large Capacity Feeder (optional)

Be careful not to let your fingers be caught between the equipment and the External Large Capacity Feeder.

Separate the External Large Capacity Feeder

(optional) from the equipment.

Move it slowly while pushing the lock lever.

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1 TROUBLESHOOTING FOR THE HARDWARE

Remove the jammed paper by turning the green dial.

Remove the jammed paper from the equipment.

Pull out the feeder tray and remove the jammed

paper.

Close the feeder tray and connect the External Large

Capacity Feeder to the equipment.

Slowly move the External Large Capacity Feeder placing your hands on the positions shown in the figure.

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1 TROUBLESHOOTING FOR THE HARDWARE

1.TROUBLESHOOTING FOR THE HARDWARE

 Paper jam in the drawer feeding portion

Be careful not to let your fingers be caught between the equipment and the External Large Capacity Feeder.

Separate the External Large Capacity Feeder

(optional) from the equipment when the External Large Capacity Feeder is attached.

Move it slowly while pushing the lock lever.

Open the paper feed cover.

Remove the jammed paper from the drawer.

Open the paper source drawer and remove the

jammed paper.

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1 TROUBLESHOOTING FOR THE HARDWARE

Close the drawer and the paper feed cover.

Connect the External Large Capacity Feeder (if

attached, optional) to the equipment.

Move it slowly placing your hands on the point shown in the figure.

 Paper jam in the bypass tray

Pull out the jammed paper in the bypass tray.

 Paper jam in the right side of the equipment

Do not touch the fuser unit or the metal portion around it.

Since they are very hot, you could be burned or the shock could cause you to get your hand injured in the machine.

 Transport unit

Pull out the duplexing unit.

Grasp the lever of the duplexing unit and pull it until it stops.

Be careful not to touch the slide rails (A in the figure).

This could injure you.

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1.TROUBLESHOOTING FOR THE HARDWARE

Remove the jammed paper.

Return the duplexing unit to its original position.

Hold the position shown in the figure when closing it.

Do not put your hand or fingers on the duplexing unit when closing it.

They could be caught and this could injure you.

1 TROUBLESHOOTING FOR THE HARDWARE

 Fuser unit

Pull out the duplexing unit from the equipment.

Grasp the lever of the duplexing unit and pull it until it stops.

Be careful not to touch the slide rails (A in the figure).

This could injure you.

Turn the green dial and remove the paper coming out

of the bottom of the fuser unit.

Holding the green lever, pull out the transport guide

toward you.

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1 TROUBLESHOOTING FOR THE HARDWARE

Check the inside of the fuser unit for the hidden

jammed paper when you cannot see it.

1) Open the front cover of the equipment.

2) Check if jammed paper remains inside the fuser unit through the window for checking for paper jams.

3) Close the front cover of the equipment.

Turn the green dial and remove the paper coming out

of the upper part of the fuser unit.

Turn the dial in a counter direction and remove the paper when the paper is jammed in the back of the fuser unit. In this case, remove the paper from the lower part of the fuser.

Return the transport guide to the front holding the

green lever.

Check whether paper remains between the transfer

belt and the fuser unit. If so, pull out the paper edges from the transfer belt side.

Grasp the front and rear of the paper and carefully pull it out.

Be careful not to cut yourself on the paper.

Be careful not to touch the transfer belt. This could cause malfunctioning of the equipment or the poor imaging.

20 Clearing a Paper Jam

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1.TROUBLESHOOTING FOR THE HARDWARE

Turn the green dial and remove the paper coming out

of the lower part of the fuser unit.

Return the duplexing unit to its original position.

Hold the position shown in the figure when closing it.

Do not put your hand or fingers on the duplexing unit when closing it.

They could be caught and this could injure you.

1 TROUBLESHOOTING FOR THE HARDWARE

 Paper jam in the duplexing unit

y Do not touch the metal portion of the guide plate of the duplexing unit.

This could burn you.

y Operate the duplexing unit while connected to the equipment.

Do not operate the duplexing unit when separated from the equipment. This could cause a breakdown of the equipment or could injure you.

Open the bypass tray.

Open the duplexing unit cover.

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1 TROUBLESHOOTING FOR THE HARDWARE

Remove the jammed paper.

Close the duplexing unit cover.

Do not put your hand or fingers on the duplexing unit cover when closing it.

They could be caught and this could injure you.

Close the bypass tray.

 Paper jam in the Finisher and the Hole Punch Unit (both optional)

Separate the Finisher from the equipment.

1) Open the front cover of the Finisher when the Hole Punch Unit is not installed. Open the Hole Punch Unit cover when the Hole Punch Unit is installed.

2) Pull the knob to unlock the Finisher.

When the Hole Punch Unit is not installed

When the Hole Punch Unit is installed

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1.TROUBLESHOOTING FOR THE HARDWARE

3) Move the Finisher slowly placing your hands on the positions shown in the figure.

When the Hole Punch Unit is not installed

Raise the lever and open the upper receiving tray.

1 TROUBLESHOOTING FOR THE HARDWARE

When the Hole Punch Unit is installed

Remove the jammed paper.

Remove the jammed paper from the right or left side.

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If the paper size is small, turn the knob shown in the following figures to send the

paper, and then check that no paper is jammed.

1) Turn the knob to feed the paper.

When the Hole Punch Unit is installed, open the front cover of the Finisher and turn the 2 knobs at the same time.

When the Hole Punch Unit is not installed

2) Remove the jammed paper if it comes out.

When the Hole Punch Unit is installed

Close the Hole Punch Unit cover when it is installed.

Remove the paper jammed in the equipment side.

24 Clearing a Paper Jam

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1.TROUBLESHOOTING FOR THE HARDWARE

Close the upper receiving tray of the Finisher.

Place your hands on the near and far side of the lever and push to close the tray until it clicks.

Be careful not to let your fingers be caught between the Finisher body and the upper receiving tray.

You can close it by pressing the right side of the lever with your hand.

1 TROUBLESHOOTING FOR THE HARDWARE

Lower the shutter of the paper exit portion to open it.

Remove the jammed paper.

Close the front cover first, and connect the Finisher

to the equipment.

Move the Finisher slowly placing your hands on the positions shown in the figure.

Be careful not to let your fingers be caught between the Finisher and the equipment.

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 Paper jam in the Saddle Stitch unit (optional)

The Saddle Stitch unit is inside the Saddle Stitch Finisher MJ-1104.

Remove the paper jammed in the paper exit side of

the Saddle Stitch unit.

Separate the Finisher from the equipment.

1) Open the front cover of the Finisher when the Hole Punch Unit is not installed. Open the Hole Punch Unit cover when the Hole Punch Unit is installed.

2) Pull the knob to unlock the Finisher.

When the Hole Punch Unit is not installed

When the Hole Punch Unit is installed

3) Move the Finisher slowly placing your hands on the positions shown in the figure.

When the Hole Punch Unit is not installed

Remove the jammed paper from the right side.

When the Hole Punch Unit is installed

26 Clearing a Paper Jam

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1.TROUBLESHOOTING FOR THE HARDWARE

Draw the green knob to the right.

Turn the knob to lower the paper until you cannot see

it.

1 TROUBLESHOOTING FOR THE HARDWARE

Return the green knob to the left.

Pull out the Saddle Stitch unit until it stops.

Open the transport guide on the right side.

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1 TROUBLESHOOTING FOR THE HARDWARE

Remove the jammed paper.

Remove the jammed paper in the inside of the Saddle

Stitch unit.

Close the transport guide.

Open the transport guide on the left side.

Open it by pressing the two knobs.

Push down the two green levers.

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1.TROUBLESHOOTING FOR THE HARDWARE

Remove the jammed paper.

Push up the two green levers.

1 TROUBLESHOOTING FOR THE HARDWARE

Close the transport guide.

Close it by pressing the two knobs.

Return the Saddle Stitch unit to its original position.

Close the front cover first, and connect the Finisher

to the equipment.

Move it slowly placing your hands on the positions shown in the figure.

Be careful not to let your fingers be caught between the Finisher and the equipment.

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1 TROUBLESHOOTING FOR THE HARDWARE

 Paper jam in the receiving unit

 Receiving tray

Remove the jammed paper from the receiving tray.

Clear the paper jam in the bridge unit.

 P.32 “Paper jam in the bridge unit”

 Side receiving tray

Remove the jammed paper from the side receiving

tray.

Clear the paper jam in the bridge unit.

 P.32 “Paper jam in the bridge unit”

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1.TROUBLESHOOTING FOR THE HARDWARE

 Receiving tray lower cover

Separate the Finisher from the equipment when it is installed.

1) Open the front cover of the Finisher when the Hole Punch Unit is not installed. Open the Hole Punch Unit cover when the Hole Punch Unit is installed.

2) Pull the knob to unlock the Finisher.

When the Hole Punch Unit is not installed

1 TROUBLESHOOTING FOR THE HARDWARE

When the Hole Punch Unit is installed

3) Move the Finisher until it stops placing your hands on the positions shown in the figure.

When the Hole Punch Unit is not installed

Open the cover under the receiving tray and remove

the jammed paper.

When the Hole Punch Unit is installed

Close the cover.

Close the covers of the Finisher and the Hole Punch

Unit (when it is installed) first, and connect the Finisher to the equipment.

Move the Finisher slowly placing your hands on the positions shown in the figure.

Be careful not to let your fingers be caught between the Finisher and the equipment

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1 TROUBLESHOOTING FOR THE HARDWARE

 Paper jam in the bridge unit

Do not touch the metal parts or motors of the bridge unit.

You could be burned or the shock could cause an injury to your hand.

Remove the jammed paper from the bridge unit after clearing all the other jams.

You must remove other jammed paper from the equipment before clearing paper from the bridge unit. Pulling the bridge unit off the equipment without removing the jammed paper may cause the paper to be torn and left inside the equipment.

Open the front cover of the equipment.

Grasping the lever, pull out the bridge unit until it

stops.

Open the upper cover.

Remove the jammed paper from the top of the bridge

unit.

1) Turn the knob to the left or right.

2) Remove the jammed paper.

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1 TROUBLESHOOTING FOR THE HARDWARE

1.TROUBLESHOOTING FOR THE HARDWARE

Close the upper cover.

Remove the jammed paper from the bottom of the

bridge unit.

1) Open the lower cover by pinching the lever.

2) Remove the jammed paper.

Close the lower cover, return the bridge unit to the inside of the equipment, and then

close the front cover of the equipment.

 Clearing paper jams caused by a wrong paper size setting

Paper jams occur when there is a mismatch between the size of the paper in a drawer or the bypass tray and the size registered for the corresponding drawer or the bypass tray in the equipment. The message “Check paper size setting on control panel for drawer N” or “Check paper size setting on control panel for Bypass” appears on the touch panel.

In this case, just clearing the jammed paper does not prevent another paper jam. Be sure to follow the procedure below. During the operation, the guidance for clearing the paper jam on the touch panel is not displayed. Take notes of the following before operation: where the paper jam occurred and for which drawer the paper size setting is incorrectly registered.

Troubleshooting differs depending on how the paper jam has occurred:

 P.34 “Jam when making copies or prints (using a drawer)”  P.36 “Jam when making copies or prints (using the bypass tray)”  P.37 “Jam when printing from the FAX”

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1 TROUBLESHOOTING FOR THE HARDWARE

 Jam when making copies or prints (using a drawer)

Press the [POWER] button on the control panel until a

sound is heard.

“Shutdown in progress” appears on the menu. After a while, the power of the equipment is turned OFF.

Remove the jammed paper.

Press the [POWER] button on the control panel.

The equipment starts warming-up.

Press the [USER FUNCTIONS] button on the control

panel.

Press the [USER] tab to enter the [USER] menu and press [DRAWER].

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1.TROUBLESHOOTING FOR THE HARDWARE

Press the drawer button indicated in the message.

Press the paper size button for the paper that is set in the drawer.

1 TROUBLESHOOTING FOR THE HARDWARE

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1 TROUBLESHOOTING FOR THE HARDWARE

Confirm that the paper size is correctly detected if you pressed [AUTO (mm)] or [AUTO

inch] at step 7.

The detected paper size is indicated on the drawer button of the hardware device graphic image on the left side of the display.

An incorrect paper size indication or the “UNDEF” indication shows an unsuccessful detection. In this case, check if:

y There is too much space between the paper and the side and end guides of the drawer. y You have selected [AUTO (inch)] even though AB format paper has been placed. y You have selected [AUTO (mm)] even though LT format paper has been placed.

Press the [USER FUNCTIONS] button to return to the basic menu and try copying or

printing again.

 Jam when making copies or prints (using the bypass tray)

Press the [POWER] button on the control panel until a

sound is heard.

“Shutdown in progress” appears on the menu. After a while, the power of the equipment is turned OFF.

Remove the jammed paper.

Press the [POWER] button on the control panel.

The equipment starts warming-up.

Place the paper on the bypass tray and set the paper size.

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1.TROUBLESHOOTING FOR THE HARDWARE

Try copying or printing again.

 Jam when printing from the FAX

Turn off the main power switch.

Shutting down via the control panel is not possible in this case.

Remove the jammed paper.

1 TROUBLESHOOTING FOR THE HARDWARE

Pull out the drawer indicated in the message and

remove all the paper from the drawer.

Close the drawer and turn on the main power switch.

The equipment starts warming-up.

Check the paper size registered to the drawer indicated in the message by means of the

drawer button on the touch panel.

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1 TROUBLESHOOTING FOR THE HARDWARE

Place the paper in the drawer indicated in the message. Be sure to place the same-

sized paper as the size you checked in step 5.

Printing resumes. If you change the paper size again after printing has been completed, make sure that the size of the paper placed in the drawer is the same as the size registered for the corresponding drawer in the equipment.

 Clearing paper jams caused by a wrong paper type setting

Paper jams occur when there is a mismatch between the type of paper in a drawer and the type registered for the drawer in the equipment. The message “Check paper type setting for drawer N” appears on the touch panel.

Troubleshooting differs depending on how the paper jam has occurred:

 P.38 “Jam when making copies or prints”  P.40 “Jam when printing from the FAX”

 Jam when making copies or prints

Press the [POWER] button on the control panel until a

sound is heard.

“Shutdown in progress” appears on the menu. After a while, the power of the equipment is turned OFF.

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1.TROUBLESHOOTING FOR THE HARDWARE

Remove the jammed paper.

Pull out the drawer indicated in the message, check

the type of the paper placed in the drawer, and then close the drawer.

Press the [POWER] button on the control panel.

The equipment starts warming-up.

1 TROUBLESHOOTING FOR THE HARDWARE

Press the [USER FUNCTIONS] button on the control

panel.

Press the [USER] tab and press [DRAWER].

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1 TROUBLESHOOTING FOR THE HARDWARE

Press the drawer button indicated in the message and press [PAPER TYPE].

Press the paper type button for the paper that is set in the drawer.

Press the [USER FUNCTIONS] button to return to the basic menu and try copying or

printing again.

Paper jams could occur despite there being consistency between the type of paper in a drawer and the type registered for the drawer in the equipment. This may be due to two or more sheets being fed together. Take the paper out of the drawer, fan the stack of paper well and put it back in.

 Jam when printing from the FAX

Turn off the main power switch.

Shutting down via the control panel is not possible in this case.

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1.TROUBLESHOOTING FOR THE HARDWARE

Remove the jammed paper.

Pull out the drawer indicated in the message and

remove all the paper from the drawer.

Close the drawer and turn on the main power switch.

The equipment starts warming-up.

1 TROUBLESHOOTING FOR THE HARDWARE

Check the paper type registered to the drawer indicated in the message by means of

the drawer button on the touch panel.

Place the same type paper as the type indicated in the message.

Printing resumes. If you change the paper type again after printing has been completed, make sure that the paper type placed in the drawer is the same as the type registered in the equipment for the corresponding drawer.

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1 TROUBLESHOOTING FOR THE HARDWARE

Clearing a Staple Jam

When a staple jam has occurred in the stapler of the Finisher or Saddle Stitch unit, clear the jam following the procedure below.

 P.42 “Staple jam in the Finisher”  P.43 “Staple jam in the Saddle Stitch unit”

 Staple jam in the Finisher

Open the front cover of the Finisher.

Remove the staple cartridge.

Lower the guide while holding the knob.

A: Stapling area

Do not touch the stapling area.

The actual needle point could cause you personal injury

Remove the jammed staples.

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1.TROUBLESHOOTING FOR THE HARDWARE

Holding the knob, raise the guide, and return it to its

original position.

Remove the staples fallen between the staple

cartridge and the staple case or the ones in the staple receiver.

1 TROUBLESHOOTING FOR THE HARDWARE

Fit the staple cartridge into the stapler.

When fitting the staple cartridge, hold the green-labeled portion of the bracket securely so that the bracket does not move. Insert the cartridge until it is caught by the latch and secured with a click.

Close the front cover of the Finisher.

 Staple jam in the Saddle Stitch unit

Pull out the Saddle Stitch unit until it stops.

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1 TROUBLESHOOTING FOR THE HARDWARE

Remove the staple cartridge.

Raise the guide while holding the knob.

A: Stapling area

Do not touch the stapling area.

The actual needle point could cause you personal injury.

212

Remove the jammed staples.

Holding the knob, lower the guide, and return it to its

original position.

Fit the staple cartridge.

Insert the cartridge until it is caught by the latch and secured with a click.

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1.TROUBLESHOOTING FOR THE HARDWARE

Return the Saddle Stitch unit to its original position.

1 TROUBLESHOOTING FOR THE HARDWARE

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1 TROUBLESHOOTING FOR THE HARDWARE

Replacing a Toner Cartridge

When the toner cartridge runs out, the message “Install New *** (color name) toner cartridge” appears. Replace the toner cartridge following the procedure below when you see this message.

To assure an optimal performance, we recommend that you use TOSHIBA toner cartridges.

Never attempt to incinerate toner cartridges.

Dispose of used toner cartridges and waste toner boxes in accordance with local regulations.

y You can replace a toner cartridge while the print function is in operation when “Install New *** (color name)

cartridge” is displayed.

y Some toner remains in the toner cartridge while the message “Toner near Empty” is displayed. Although you can

replace the toner cartridge with a new one, make sure that you follow the procedure  P.49 “Replacing a “Near Empty” toner cartridge”. This procedure is needed to reset the toner counter to display the next “Toner near Empty” message at the proper time.

46 Replacing a Toner Cartridge

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1.TROUBLESHOOTING FOR THE HARDWARE

Open the front cover.

Grasp the recess and slowly pull out the color toner

cartridge to be replaced.

1 TROUBLESHOOTING FOR THE HARDWARE

When the cartridge has been pulled out more than

halfway, support it with your hand while pulling it straight out.

Never attempt to incinerate toner cartridges.

Dispose of used toner cartridges and waste toner boxes in accordance with local regulations.

Shake the new toner cartridge strongly with the label

surface down to loosen the toner inside.

Pull out the seal in the direction of the arrow.

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1 TROUBLESHOOTING FOR THE HARDWARE

Push in the new toner cartridge straight until it stops.

Close the front cover.

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1 TROUBLESHOOTING FOR THE HARDWARE

1.TROUBLESHOOTING FOR THE HARDWARE

 Replacing a “Near Empty” toner cartridge

The message “Toner near Empty” appears on the touch panel when there is not much toner left in a toner cartridge.

Some toner remains in the toner cartridge while the message “Toner near Empty” is displayed. You can replace the toner cartridge with a new one, but if you do so, make sure that you follow the procedure below. This procedure is needed to reset the toner counter to display the next “Toner near Empty” message at the proper time.

Press [JOB STATUS].

Press the [TONER] tab.

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1 TROUBLESHOOTING FOR THE HARDWARE

Press [REPLACE TONER CARTRIDGE].

To replace a toner cartridge, press [YES]. To cancel, press [NO].

Press the button for the toner color you intend to replace.

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1.TROUBLESHOOTING FOR THE HARDWARE

To replace the toner cartridge, press [YES]. To cancel, press [NO].

Replace the toner cartridge.

See  P.46 “Replacing a Toner Cartridge” for the correct procedure.

1 TROUBLESHOOTING FOR THE HARDWARE

Press [FINISH].

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1 TROUBLESHOOTING FOR THE HARDWARE

Replacing the Waste Toner Box

When the waste toner box becomes full, the symbol for replacement of the waste toner box blinks and the message “Dispose of used toner” appears. Replace the waste toner box following the procedure below.

Never attempt to incinerate waste toner boxes.

Dispose of used toner cartridges and waste toner boxes in accordance with local regulations.

Separate the Finisher from the equipment when it is installed.

1) Open the front cover of the Finisher when the Hole Punch Unit is not installed. Open the Hole Punch Unit cover when the Hole Punch Unit is installed.

2) Pull the knob to unlock the Finisher.

When the Hole Punch Unit is not installed

When the Hole Punch Unit is installed

3) Move the Finisher until it stops putting your hands on the positions shown in the figure.

When the Hole Punch Unit is not installed

Press the button on the waste toner box cover to

open the cover.

When the Hole Punch Unit is installed

Remove the waste toner box.

52 Replacing the Waste Toner Box

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1.TROUBLESHOOTING FOR THE HARDWARE

Put the cap on the opening of the waste toner box.

1) Loosen and take off the cap on the front top of the waste toner box.

2) Put the cap firmly on the opening of the waste toner box.

Never attempt to incinerate waste toner boxes.

Dispose of used toner cartridges and waste toner boxes in accordance with local regulations.

Insert a new waste toner box into the slot until it

stops.

1 TROUBLESHOOTING FOR THE HARDWARE

Close the waste toner box cover.

Close the covers of the Finisher and Hole Punch Unit

(when it is installed) and connect the Finisher to the equipment.

Slowly move the Finisher placing your hands on the positions shown in the figure.

Be careful not to let your fingers be caught between the Finisher and the equipment.

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1 TROUBLESHOOTING FOR THE HARDWARE

Refilling With Staples

Refill with staples according to the following procedures when the staples in the stapler of the Finisher and Saddle Stitch unit run out.

 P.54 “Refilling the Finisher staples”  P.55 “Refilling the Saddle Stitch unit staples”

 Refilling the Finisher staples

Open the front cover of the Finisher.

Remove the staple cartridge.

Take the empty staple case out of the staple

cartridge.

Pull up the empty staple case while pushing both sides as shown in the figure.

Fit a new staple case into the staple cartridge.

Push the staple case hook into the staple cartridge socket until you hear a click.

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1.TROUBLESHOOTING FOR THE HARDWARE

Fit the staple cartridge into the stapler.

When fitting the staple cartridge, hold the green-labeled portion of the bracket securely so that the bracket will not move. Insert the cartridge until it is caught by the latch and fixed with a click.

Close the front cover of the Finisher.

If the message “Check staple cartridge” remains, repeat the procedure above from steps 1 to 6.

 Refilling the Saddle Stitch unit staples

1 TROUBLESHOOTING FOR THE HARDWARE

When the staples of the stapler in the Saddle Stitch Finisher MJ-1104 have run out, refill the staples following the procedure below.

Open the front cover of the Finisher, and pull out the

Saddle Stitch unit until it stops.

Remove the staple cartridges.

Replace both cartridges at a time.

212

Press the buttons on both sides of the cartridge.

The transparent cover of the cartridge is lifted.

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1 TROUBLESHOOTING FOR THE HARDWARE

After the transparent cover is lifted, take the empty

staple case out of the cartridge.

Fit the new staple case into the staple cartridge.

Insert it to the rear until it clicks.

At this step, do not remove the seal bundling the staples.

Press down the transparent cover of the cartridge.

Press it down until it clicks.

Pull out straight the seal bundling the staples.

Fit the staple cartridge into the stapler.

Insert the cartridge until it is caught by the latch of the staple cartridge and is fixed with a click.

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1.TROUBLESHOOTING FOR THE HARDWARE

Return the Saddle Stitch unit to its original position.

1 TROUBLESHOOTING FOR THE HARDWARE

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1 TROUBLESHOOTING FOR THE HARDWARE

Cleaning the Hole Punch Dust Bin

When the hole punch dust bin becomes full, dispose of the paper punchings following the procedure below.

Open Hole Punch Unit cover.

Pull out the hole punch dust bin.

Dispose of the paper punchings.

Push back in the hole punch dust bin.

Close the Hole Punch Unit cover.

58 Cleaning the Hole Punch Dust Bin

Page 61

2.TROUBLESHOOTING FOR COPYING

This chapter describes how to troubleshoot the problems of copy function and copy output.

Copying Problems.................................................................................................................. 60

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

Copying stops while scanning 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 (Cyan, Magenta or

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

Copied image has marks. The Reversing Automatic Document

Copy image is skewed. The original is sent from the

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

Copied image is blurred. There is a gap between the platen

The number of scanned pages has reached the maximum.

No available internal memory remains.

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

Feeder is not fully lowered.

The original glass, platen sheet, scanning area and guide are marked.

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

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

Reversing Automatic Document Feeder at a skew.

paper and 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.

glass and the original.

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

Some functions cannot be combined. For details, refer to Chapter 8 of Copying Guide.

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

Yellow) cartridge” appears when no toner is left. Replace the toner cartridge of the color the message indicates.  P.46 “Replacing a Toner Cartridge”

mode.

Lower them fully to block outside light.

Clean them.  P.100 “Daily Care for the Equipment”

density mode.

To copy a transparent original clearly, put a sheet of blank and 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 4 of Copying Guide.

The outside part of the printable area cannot be copied. The Full Image function enables you to copy the whole image of the original in the 95 - 99% reproduction ratio.

Lower fully the cover of the Reversing Automatic Document Feeder so that the original closely contacts the platen glass.

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2.TROUBLESHOOTING FOR COPYING

Problem Description Cause Corrective Action

Copied image has black streaks in the horizontal direction.

The scanning area or guides is marked.

2 TROUBLESHOOTING FOR COPYING

Clean them.  P.100 “Daily Care for the Equipment”

Copied image is rough. The paper type setting is not suitable

for the paper actually used.

Copied image has little gloss. The paper type setting is not suitable

for the paper actually used.

A color original is copied in black and white when Auto Color is chosen.

A black and white original is copied in color when Auto Color is chosen.

Some color originals may be copied in black and white:

y Originals with very little colored

part

y Overall blackish originals y Originals in light color

Some black and white originals may be copied in color:

y Yellowed originals y Originals with background color

Match the paper type setting to the actual paper you are using. If you use plain paper with the setting of [plain paper] or [plain paper 2], try [plain 1] for better output. The output may not be improved on some types of paper (e.g. paper with rough surface).

Match the paper type setting to the actual paper you are using. If you use plain paper with the setting of [plain paper] or [plain paper 1], try [plain 2] for better output. The output may not be improved on some types of paper (e.g. paper with rough surface).

Set the color mode to Full Color.

You can change the criterion for determining whether an original is black-and-white or color. For further information, refer to the MFP Management Guide.

Set the color mode to Black.

You can change the criterion for determining whether an original is black-and-white or color. For further information, refer to the MFP Management Guide.

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Page 65

3.TROUBLESHOOTING FOR PRINTING

This chapter describes how to troubleshoot the problems on printing.

Print Job Problems ................................................................................................................ 64

Clearing print job errors........................................................................................................................................64

Cannot remember the document password for a Private Print job.......................................................................65

Printer Driver Problems.........................................................................................................66

Cannot print (port setting problems).....................................................................................................................66

Cannot print (SNMP Community Name problems)...............................................................................................66

Command line options not processed ..................................................................................................................66

Retrieval of printer configuration failed .................................................................................................................67

Cannot print a job as expected using PS3 printer driver ......................................................................................67

Cannot change settings on the [Fonts] tab and the [Configuration] tab ...............................................................67

Network Connection Problems............................................................................................. 68

Cannot print with the equipment (network connection problems).........................................................................68

Cannot print with SMB print..................................................................................................................................68

Cannot print properly with AppleTalk print............................................................................................................68

Client Problems......................................................................................................................69

Checking the client status.....................................................................................................................................69

Hardware Problems................................................................................................................ 70

Startup page not printed .......................................................................................................................................70

Print jobs not output .............................................................................................................................................70

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3 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 drawers of the equipment.

Corrective Action

Clear the error following the procedure below.

To print by placing paper on the bypass tray

Press the [JOB STATUS] which is blinking.

Place paper of the size specified with the computer on the bypass tray, 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 drawer

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

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3 TROUBLESHOOTING FOR PRINTING

3.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.

y Enter the administrator’s password in the Private Print job list on the touch panel and delete the job.

For details, refer to the Printing Guide.

y Log on TopAccess with the administrator’s password and delete the job in the Print Job list.

For details, refer to the TopAccess Guide.

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3 TROUBLESHOOTING FOR PRINTING

Printer Driver Problems

This section describes the troubleshooting for the printer drivers.

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

 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. Open the Printers folder from the Control Panel.

2. Right-click the printer driver icon.

3. Select Properties from the shortcut menu.

4. Select the [Ports] tab.

5. Make sure that the path to the printer 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 “pcl6” 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.

y Equipment y TCP/IP port of the [Ports] tab in the printer driver y [SNMP Settings] dialog box of the [Configuration] tab in the printer driver

 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.

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3 TROUBLESHOOTING FOR PRINTING

3.TROUBLESHOOTING FOR PRINTING

 Retrieval of printer configuration failed

Problem Description

When accessing the printer 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

Ö End

Turn on the equipment.

Restart the equipment.

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

 Cannot print a job as expected using PS3 printer driver

Problem Description

When printing with the PS3 printer driver from the application that creates the PostScript code for printing such as Adobe Acrobat, the following print options may not work correctly:

y Manual Scale y Print Paper Size y Paper Type y Use Front Cover y Use Back Cover y Insert Pages y Interleave Pages y Booklet y Multiple Pages per Sheet y All options from the [Effect] tab y All options from the [Image Quality] tab

Corrective Action

Disable [Use PostScript Passthrough] in the [PostScript Settings] dialog box and print the document.

 Cannot change settings on the [Fonts] tab and the [Configuration] tab

Problem Description

The [Fonts] tab and [Configuration] tab are 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 [Fonts] tab and [Configuration] tab. Please log on with the Administrator or a Power User.

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3 TROUBLESHOOTING FOR PRINTING

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.82 “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.82 “Printing Problems (Network Related)”. In that section, several OS- and printing method-based check lists are provided to help you find an appropriate action to take.

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

End Ö

Set up the proper protocol.

Check the settings required for your printing

environment.

Set up the NetWare server. Refer to the Software Installation Guide.

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

Problem Description

When trying 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 2000, Windows XP, Windows Vista, Windows 7, Windows Server 2003, or Windows Server 2008 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.

 Cannot print properly with AppleTalk print

Problem Description

y Text will be printed as stripe lines when printing an email message. y Some text is not printed in a document. y When printing from a web browser, the web page is not printed in spite of the print job being sent to the equipment.

Corrective Action

If the errors above occur with AppleTalk print, use LPR print instead.

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3 TROUBLESHOOTING FOR PRINTING

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 make it perform printing.

 Checking the client status

Problem Description

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 problem, or see the following sections:

 P.66 “Printer Driver Problems”  P.68 “Network Connection Problems”  P.82 “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 fails, the problem may be caused by the client.

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

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 Printing Guide to fix the problem.

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 service representative for further information.

See the following section to fix the problem.

 P.68 “Cannot print with the equipment

(network connection problems)”

See the following section to fix the problem.

 P.66 “Cannot print (port setting problems)”

See the following section to fix the problem.

 P.68 “Cannot print with SMB print”

Refer to the Software Installation Guide.

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3 TROUBLESHOOTING FOR PRINTING

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 on 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:

y System board, cables, and connectors y The equipment, and its (optional) components such as the duplexing unit or the Finisher y System software or firmware of the equipment

 Startup page not printed

Problem Description

If the startup page is not printed when you turn on the equipment, even though the Print Startup Page is enabled, there may be a hardware error. Contact your service representative.

Corrective Action

1. Make sure that Print Startup Page is enabled.

2. Turn on the equipment. (If it is already on, restart it.)

3. Check if the startup page is output.

When the Print Startup Page is enabled, normally the Startup Page is automatically printed. If not, the problem is possibly caused by the hardware. Contact your service representative.

 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 an 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 service representative.

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 Ö

Next Step

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

See the following section to fix the problem:

 P.68 “Network Connection Problems”

See the following section to fix the problem:

 P.78 “Locating the Equipment in the Network”

See the following sections to fix the problem:

 P.92 “Error Messages”  P.96 “Error Codes”

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4.TROUBLESHOOTING FOR SCANNING

This chapter describes how to troubleshoot the problems of scanning.

Scanning Problems................................................................................................................ 72

Cannot E-mail my scans ......................................................................................................................................72

Cannot find the data saved in the shared folder...................................................................................................72

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4 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:

y The correct e-mail addresses are specified. y The equipment is correctly configured for and connected to the network. y For the SMTP Client settings, the SMTP server address is correctly set. y For the SMTP Client settings, the Port Number is correctly set. y For the SMTP Client settings, the settings for SSL and/or authentication are correctly set. y 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 Scanning Guide.

 Cannot find the data saved in the shared folder

Problem Description

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

Corrective Action

y 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.”

y For Macintosh, make sure that the OS version is Mac OS X 10.3.x or later; a client computer running Mac OS X 10.2.x

or earlier cannot access the shared folder on the equipment. If your computer is running Mac OS X 10.3.x or later, search the network for the equipment on Finder and access the folder named “FILE_SHARE.”

y 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 Scanning Guide.

72 Scanning Problems

Page 75

5.TROUBLESHOOTING FOR e-Filing

This chapter describes how to troubleshoot the problems on e-Filing.

e-Filing Web Utility Problems................................................................................................74

e-Filing Web Utility terminates the session...........................................................................................................74

Numerous sub windows repeatedly appear .........................................................................................................74

Displaying the items in the Contents Frame takes a long time.............................................................................74

Error messages ....................................................................................................................................................75

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5 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 [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 to do the operation you intend to do again.

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.

74 e-Filing Web Utility Problems

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5.TROUBLESHOOTING FOR e-Filing

 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 OFF and then ON the power of the equipment and then try

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

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

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

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

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

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

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

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

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

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

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

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

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

Cannot create a Folder. Maximum number of folders has been reached.

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

Cannot insert Page. Maximum number of pages has been reached.

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

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

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

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

Please enter valid password. Enter the correct password.

A folder with the name you specified already exists. Please try again.

Another user has been archiving or uploading. Please try again later.

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

The Box cannot be erased. A document contained in Box is being used.

5 TROUBLESHOOTING FOR e-Filing

again. If the error message is still displayed, contact your system administrator or contact your dealer for support.

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

after the other user has finished modifying the items.

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

deleting the data in boxes for making hard disk space.

Delete unnecessary folders and create a new folder. You can create up 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.

Delete unnecessary pages and insert a new page. A document can contain up to 200 pages.

document can contain up to 200 pages.

currently being modified.

Use a name that does not exist in the box.

The document is being archived or uploaded by another user. Try again after the other user has finished archiving or uploading.

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.

A document contained in the box is being used by another user. Try again after the other user has finished using the document.

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5 TROUBLESHOOTING FOR e-Filing

Message Corrective Action

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

File format doesn’t correspond. Please contact Administrator. Contact your administrator to convert the archive file and try

e-Filing is not ready. Please try again later. e-Filing has not yet been activated. Try again later.

after the other user has finished using the document.

again.

76 e-Filing Web Utility Problems

Page 79

6.TROUBLESHOOTING FOR NETWORK

CONNECTIONS

This chapter describes how to troubleshoot the problems on network connections.

Locating the Equipment in the Network...............................................................................78

Cannot locate the equipment in the network ........................................................................................................78

Cannot locate the equipment with Local Discovery..............................................................................................79

Equipment does not respond to ping command ...................................................................................................80

LDAP Search and Authentication Problems........................................................................81

Network shutdown occurs or touch panel disabled after LDAP search ................................................................81

LDAP authentication takes a long time.................................................................................................................81

Printing Problems (Network Related)................................................................................... 82

SMB print and Point&Print in a Windows operating system environment ............................................................82

Raw TCP or LPR print in a Windows operating system environment ..................................................................82

IPP print in a Windows operating system environment ........................................................................................83

Novell print in a NetWare environment.................................................................................................................83

Macintosh environment ........................................................................................................................................84

UNIX/Linux environment ......................................................................................................................................84

Network Fax (N/W-Fax) Driver Problems ............................................................................. 85

N/W-Fax Driver Installation Error Messages ........................................................................................................85

N/W-Fax Driver General Errors ............................................................................................................................86

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6 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 the 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 service representative.

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 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?

6 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 Ö

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 service representative.

Set up the NetBIOS name of the device correctly.

Contact your local network support specialist for further assistance.

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6 TROUBLESHOOTING FOR NETWORK CONNECTIONS

6.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, or Remote Scan 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 Check the SNMP version.

Is the SNMP setting configured for SNMP V3?

2 Is SNMP enabled on the equipment?

Is “public” specified for the Read Community?

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

End

Next Step

End Ö

Next Step

Check whether the SNMP V3 is available on your

environment.

Enable the SNMP (MIB) and confirm the Read

Community setting.

See the vendor’s Web site 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.78 “Locating the Equipment in the Network”

Contact your service representative.

Locating the Equipment in the Network 79

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6 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

End

Next Step

End Ö

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 service representative.

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 service representative.

Contact your service representative.

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6 TROUBLESHOOTING FOR NETWORK CONNECTIONS

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 service representative.

No. Check... Yes No Corrective Action

1 Is the LDAP server correctly running? Next Step

2 Is the LDAP server setting correctly set?

 LDAP authentication takes a long time

Problem Description

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

End Ö

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.

Corrective Action

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

No Check... Yes No Corrective Action

1 Is the LDAP server correctly running? Next Step

2 Is the LDAP server setting correctly set?

End Ö

Check the LDAP server is correctly running.

Enter the correct LDAP setting. Especially reenter the correct password carefully because it displays with asterisks.

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6 TROUBLESHOOTING FOR NETWORK CONNECTIONS

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 service representative.

y You can change the network protocol settings with the touch panel of the equipment or with TopAccess (the

Administration page).

y For the error messages that appear during the installation of the printer drivers, refer to the Software Installation

Guide.

 SMB print and Point&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?

3 Is the workgroup name valid and correctly

entered?

4 Is the WINS server address correctly set?

5 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?

9 Can you print with the equipment?

Next Step

End Ö

Set up the IP address correctly.

Set up the device name correctly.

Set up the workgroup correctly.

Set up the WINS server address correctly, or

enter “0.0.0.0” for the WINS server address to disable the WINS service.

Set up the WINS server and enable it on the

equipment to allow users access from a different segments.

See the following section to fix the problem:

 P.78 “Cannot locate the equipment in the

network”

Refer to the Software Installation Guide to

install the proper printer drivers.

Refer to the Software Installation Guide to

configure the proper port.

See the following section to fix the problem:  P.68 “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?

5 Is the Raw TCP or LPR port configured with the

correct IP address?

6 Can you print to the equipment?

82 Printing Problems (Network Related)

Next Step

End Ö

Set up the IP address correctly.

Set up the Raw TCP print service correctly.

Set up the LPD print service correctly.

Refer to the Software Installation Guide to

install the proper printer drivers.

Refer to the Software Installation Guide to

configure the proper port.

See the following section to fix the problem:  P.68 “Cannot print with the equipment (network connection problems)”

Page 85

6 TROUBLESHOOTING FOR NETWORK CONNECTIONS

6.TROUBLESHOOTING FOR NETWORK CONNECTIONS

 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?

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?

6 Can you print to the equipment?

Next Step

End Ö

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 Software Installation Guide to

install the proper printer drivers.

Refer to the Software Installation Guide to

configure the proper port.

See the following section to fix the problem:  P.68 “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 Novell print

service?

5 Were the proper printer drivers installed?

6 Is the IPP port configured with the correct URL?

7 Can you see the equipment in Windows Network

Neighborhood?

8 Can you print to the equipment?

Next Step

End Ö

Set up the IPX/SPX correctly.

Set up the NetWare server properly.

Set up the NetWare network settings correctly.

Set up the Novell print service correctly.

Refer to the Software Installation Guide to

install the proper printer drivers.

Refer to the Software Installation 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.68 “Cannot print with the equipment (network connection problems)”

Printing Problems (Network Related) 83

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6 TROUBLESHOOTING FOR NETWORK CONNECTIONS

 Macintosh environment

No. Check... Yes No Corrective Action

1 Is AppleTalk enabled on the equipment? Next Step

2 Are the IP address properties correctly set? Next Step

3 Is the equipment available in the Chooser when

you click the LaserWriter 8 printer icon?

4 Can you access any other network device from

the Macintosh computer?

5 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.

 UNIX/Linux environment

Next Step

End Ö

Enable AppleTalk.

Set up the IP address correctly.

Make sure that the AppleTalk zone is supported

by the Macintosh client.

Refer to your Macintosh networking

documentation or contact Macintosh technical support.

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

No. Check... Yes No Corrective Action

1 Are the IP address properties correctly set? Next Step

2 Is the LPR/LPD print correctly set? Next Step

3 Did you successfully install the UNIX/Linux filters?

4 Did you successfully create and set up a print

queue?

5 Can you print to the equipment using LPD as the

root?

6 Can you ping the equipment from your computer?

7 Is the LP Daemon functioning? Next Step

8 Can you print to the equipment? End Ö Contact your service representative.

Next Step

Set up the IP address correctly.

Set up the LPD print service correctly.

Refer to the Software Installation Guide to

install UNIX/Linux filters.

Refer to the Software Installation Guide to

configure the print queue.

Set up UNIX/Linux access for the equipment to enable other users to print from the Bourne shell.

Refer to your UNIX/Linux documentation for more information.

Try a remote ping from another server. If you can reach the equipment from that server, check for

conflicts between the equipment and your current network segment.

Reload Daemon or restart the system.

84 Printing Problems (Network Related)

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6 TROUBLESHOOTING FOR NETWORK CONNECTIONS

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

For information on the installation of the N/W-Fax driver, refer to the Software Installation 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 Printer]*1 from the [File] menu in the Printers folder to start the Add Printer Wizard, and then perform the installation again.

Double-click the [Add Printer] icon for Windows 2000.

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

 Client software CD 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 printer name from the Add Printer list.

Corrective action

1. Cancel the Add Printer Wizard.

2. Select [Add Printer] installation again.

Double-click the [Add Printer] icon for Windows 2000.

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.

from the [File] menu in the printer folder to start the Add Printer Wizard, and perform the

 File *.DRV on client CD could not be found

Problem description

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

Corrective action

1. Cancel the Add Printer Wizard.

2. Select [Add Printer]*3 from the [File] menu in the printer folder to start the Add Printer Wizard, and perform the installation again.

Double-click the [Add Printer] icon for Windows 2000.

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

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

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6 TROUBLESHOOTING FOR NETWORK CONNECTIONS

 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 Client Utilities CD-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 control panel. Then, select the relevant fax job and press the [SEND] button to resend it.

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6 TROUBLESHOOTING FOR NETWORK CONNECTIONS

6.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 30 letters or less for the file name of the printer driver.

Network Fax (N/W-Fax) Driver Problems 87

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Page 91

7.CHECKING THE EQUIPMENT STATUS

WITH TopAccess

This chapter describes how to check the status of the equipment with TopAccess.

Hardware Status Icons on TopAccess [Device] Tab ...........................................................90

Error Messages ...................................................................................................................... 92

Error Codes............................................................................................................................. 96

Error codes on print jobs ......................................................................................................................................96

Error codes on transmission and reception..........................................................................................................98

Error codes on scan jobs....................................................................................................................................101

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7 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 to appear and the descriptions for them.

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 the equipment stopped printing.  P.46 “Replacing a Toner Cartridge”

Printer Error 2

This icon indicates:

y You need to remove paper from the exit tray of the equipment. y You need to remove paper from the receiving tray of the Finisher. y You need to remove the staples jammed in the Finisher.

 P.42 “Staple jam in the Finisher”

y You need to remove the staples jammed in the Saddle Stitch unit.

 P.43 “Staple jam in the Saddle Stitch unit”

y You need to clear the hole punch paper bits from the Hole Punch Unit.

 P.58 “Cleaning the Hole Punch Dust Bin”

y The recommended toner cartridge is not being used.

 P.46 “Replacing a Toner Cartridge”

y You tried to perform saddle stitching for a printing on mixed paper sizes. y The equipment cannot load paper from the External Large Capacity Feeder.

Cover Open

This icon indicates the front cover is open.

Toner Empty

This icon indicates no toner is left. It also indicates which color is empty:  P.46 “Replacing a Toner Cartridge”

Waste Toner Full

This icon indicates the waste toner box is full and requires replacing.  P.52 “Replacing the Waste Toner Box”

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7 CHECKING THE EQUIPMENT STATUS WITH TopAccess

7.CHECKING THE EQUIPMENT STATUS WITH TopAccess

Paper Empty

This icon indicates no paper is left in a drawer. Refer to the Copying Guide.

Paper Jam

This icon indicates a paper jam occurred. It also indicates the location of the paper jam.  P.11 “Clearing a Paper Jam”

Staples Empty

This icon indicates no staples are left in the Finisher.  P.54 “Refilling With Staples”

Call for Service

Contact your service representative to have the equipment inspected.

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7 CHECKING THE EQUIPMENT STATUS WITH TopAccess

Error Messages

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

TopAccess Message Corrective Action

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

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

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

Large Capacity Feeder Cover Open - Please Close Cover. Close the Large Capacity Feeder cover.

Drawer Open - Please Close Cover. Close the drawer.

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

Relay Unit Cover Open - Please Close Cover. Close the Bridge Unit cover.

Finisher Joint Cover Open - Please Close Cover. Close the Finisher joint cover.

Staple Door Open - Please Close Cover. Close the stapler cover.

Punch Unit Front Cover Open. Close the Punch Unit front cover.

Lower Tray Delivery Cover Open - Please Close Cover Close the lower tray delivery cover.

Lower Tray Front Cover Open - Please Closer Cover Close the lower tray front cover.

Punch Unit Front Cover Open - Please Close Cover Close the Punch unit front cover.

Hole Punch Unit Open - Please Close Cover. Close the Hole Punch Unit cover.

Paper Jam in Auto Duplexer Unit - Please Clear Paper Path Refer to the guidance on the touch panel to remove jammed

paper.

Paper Insertion Jam - Please Clear Paper Path Refer to the guidance on the touch panel to remove jammed

paper.

Paper Jam in Printer - Please Clear Paper Path Refer to the guidance on the touch panel to remove jammed

paper.

Paper Ejection Jam - Please Clear Paper Path Refer to the guidance on the touch panel to remove jammed

paper.

Staple Jam in Finisher - Please Clear Staple Remove the jammed staples from the Finisher.

See  P.42 “Clearing a Staple Jam”.

Paper Jam in Finisher - Remove paper Remove the jammed paper from the Finisher.

See P.11 “Clearing a Paper Jam”

Staple Jam in Saddle Stitch Finisher - Please Clear Staple Remove jammed staples from the Saddle Stitch Finisher.

See  P.42 “Clearing a Staple Jam”

Used Toner Container Full - Please Replace. Replace the waste toner box.

See  P.52 “Replacing the Waste Toner Box”.

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

Black Toner Empty - Please Refill. Replace the black toner.

Cyan Toner Empty - Please Refill. Replace the cyan toner.

Magenta Toner Empty - Please Refill. Replace the magenta toner.

Yellow Toner Empty - Please Refill. Replace the yellow toner.

Confirm waste toner box is attached Confirm the waste toner box is securely attached and close the

Close duplexing unit cover Close the duplexing unit cover.

Close receiving tray low cover Close the low cover of the receiving tray.

Prepare new waste toner box Prepare a new waste toner box.

TRU Box needs to be replaced (Please make a service call) Contact your service representative for the replacement of the

Automatic Document Feeder Error - Please Contact Service Technician.

Alignment Error in Automatic Document Feeder - Please Contact Service Technician.

Motor Error in Automatic Document Feeder - Please Contact Service Technician.

I/F Error in Automatic Document Feeder - Please Contact Service Technician.

Fatal Error - Please Contact Service Technician. Contact your service representative.

See  P.46 “Replacing a Toner Cartridge”.

waste toner box cover.

TRU Box.

Contact your service representative.

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TopAccess Message Corrective Action

Main Motor Error - Please Contact Service Technician. Contact your service representative.

Printer Output Error - Please Contact Service Technician. Contact your service representative.

Printer Input Error - Please Contact Service Technician. Contact your service representative.

Expired scan documents deleted from share folder. Expired documents are deleted automatically from the “SCAN”

Expired Sent Fax documents deleted from share folder. Expired documents are deleted automatically from the “TXFAX”

Expired Received Fax documents deleted from share folder. Expired documents are deleted automatically from the “RXFAX”

Scanned documents in shared folder deleted upon user’s request. Documents in the “SCAN” folder have been deleted by a user.

Sent Fax documents in shared folder deleted upon user’s request. Documents in the “TXFAX” folder have been deleted by a user.

Received Fax documents in shared folder deleted upon user’s request.

Failed to delete file. The file cannot be deleted from the shared folder.

Failed to acquire resource. The file cannot be acquired from the shared folder.

Document(s) expire(s) in a few days. There are documents to be deleted in a few days in e-Filing.

Hard Disk space for Electronic Filing nearly full. The hard disk has little space available. Delete unnecessary

Power failure occurred during e-Filing restoring. The document could not be stored in e-Filing because of the

SMTP Destination Error has been detected in the received mail. This mail was deleted.

OffRamp Destination limitation Error has been detected in the received mail.

Fax Unit Error has been occurred in the received mail. The equipment cannot perform the Offramp transmission without

POP3 Connection Error has been occurred in the received mail. Make sure that the POP3 server is properly running. Make sure

POP3 Connection Timeout Error has been occurred in the received mail.

POP3 Login Error has been occurred in the received mail. Make sure that the correct login name and password are

POP3 Login Error occurred in the received mail Make sure that the POP3 login type (Auto, POP3, APOP) is set

File I/O Error has been occurred in this mail. The mail could not be received until File I/O is recovered.

Hard Disk space for File Share nearly full. The hard disk has little disk space available. Delete unnecessary

Domain - General Failure during Authentication Verify the Network Settings again and retry connecting to the

Domain - Invalid User Name or Password Check the user name and password. Note that they are case-

Domain - Server not present in Network The server is not on network or it could not be located. Also check

Domain - User account is disabled on Server Check the User attributes on the server. This can be verified in ->

Domain - User account has expired and cannot be used for logon Change the account expiration date and retry again. The

Domain - User account is locked and cannot be used for logon The lockout duration could be specified in account lockout

Domain - Invalid logon hours for the User The administrator has set restrictions on the logon hours. The

folder in the “SHARE_FILE” folder.

Documents in the “RXFAX” folder have been deleted by a user.

documents to make more space.

power failure.

The equipment cannot receive the Email that does not contain the sender’s Email address. Ask the sender to send the Email again with the sender’s Email address.

The equipment cannot perform the Offramp transmission to more than 40 destinations. Ask the sender to send the Offramp document separately for each of the 40 destinations.

the optional Fax Unit.

that the correct IP address of the POP3 server is assigned.

Make sure that the network cable is correctly connected. Make sure that the POP3 server is properly running.

specified.

correctly.

Turn OFF then ON the power and check whether the equipment can receive the Internet Fax. If the Internet Fax document cannot be received, confirm that any files other than TIFF and text files are attached in the Internet Fax.

documents to make the hard disk space.

domain controller.

sensitive.

the DNS and DDNS settings on TopAccess.

Active Directory Users and Computers.

expiration date can be modified from Active Directory Users and Computers.

security policy. If so, retry after the lockout duration.

logon hours can be modified from Active Directory Users and Computers.

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TopAccess Message Corrective Action

Active Directory Domain - Clock Skew error due to difference in Time between Server and MFP

Active Directory Domain - Kerberos Ticket has expired and cannot be used for Authentication

Active Directory Domain - Verification of the Ticket has failed Verify the user name and password and try again. If the problem

Active Directory Domain-The Domain specified could not be found Enter the correct domain name in network settings. If the problem

Information Failed User Authentication Check Domain Name/User Name/Password

SNTP Server - Connect Error has occurred The equipment could not connect to the SNTP Server. Check the

No IKE proposal chosen Check the IKEv1/IPsec proposal parameters

IKE Certificate Authentication failed Check

IKE Pre-shared key Authentication failed Mismatch in IKEv1 Pre Shared Key. Check the PSK in MFP and

Invalid Certificate Check the CA and user certificate in MFP and peer machine.

Certificate Type unsupported Check the user certificate type. Supported type is “.pfx” file only.

Invalid certificate authority Check the CA certificate in MFP and peer machine.

Certificate unavailable Certificate has been deleted from Certificate store. Re-upload the

No ISAKMP SA established Check the IKEv1/IPsec proposal parameters

Invalid Signature Mismatch in Signature payload (MAC or IV). Check the CA and

No IKEv2 proposal chosen Check the IKEv2/IPsec proposal parameters

IKEv2 Certificate Authentication Failed Check

IKEv2 Secret key Authentication failed Mismatch in IKEv2 Pre Shared Key. Check the PSK in MFP and

Falling Back to IKEv1 Remote machine is not supporting IKEv2. Going back to use

ISAKMP SA unusable (deleted) Restart IPsec service on Peer and retry.

Crypto operation failed If Certificates are being used, re-upload the corresponding

Invalid key information Check IKE settings in MFP and peer.

CA not trusted Check the CA certificate in MFP and peer machine.

The clocks need to be synchronized. Please check whether SNTP is configured correctly on the equipment.

Please confirm the validity period of the ticket set by the Kerberos server. Please retry again after the fresh ticket is issued.

persists please contact the administrator.

persists please contact the administrator for the correct realm name for your server.

SNTP settings.

(like encryption/authentication algorithms, DH group, authentication methods) in MFP and peer machine.

1. CA and user certificate in both MFP and remote peer certificate timestamp and IPsec Certificate template should be valid.

2. CRL DP server name is mapped in MFP’s host table or DNS entry.

3. Certificate against CRL.

remote machine.

corresponding certificates using Security Services.

(like encryption/authentication algorithms, DH group, authentication methods) in MFP and peer machine. Check

1. CA and user certificate in both MFP and remote peer certificate timestamp and IPsec Certificate template should be valid.

2. CRL DP server name is mapped in MFP’s host table or DNS entry.

3. Certificate against CRL.

user certificate in MFP and peer machine.

(encryption/authentication algorithms, DH group, authentication methods) in MFP and peer machine.

1. CA and user certificate in both MFP and remote peer certificate timestamp and IPsec Certificate template should be valid.

2. CRL DP server name is mapped in MFP's host table or DNS entry.

3. Certificate against CRL.

peer machine.

IKEv1.

certificates using Security Services. Restart IPsec Service on MFP.

Check the CA certificate timestamp.

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TopAccess Message Corrective Action

Authentication Method mismatch Mismatch in IKE authentication type. Check the Authentication

IKE Version mismatch Mismatch in IKE version. Check the IKE version in MFP and peer.

Encapsulation mode mismatch Check the IPsec mode (Transport/Tunnel) in MFP and peer.

Peer IP Address mismatch Remote Traffic selector mismatch. Check the destination address/

Local IP Address mismatch Local traffic selector mismatch. Check the source address/port in

Local ID mismatch Check the user certificate in MFP.

Remote ID mismatch Check the user certificate in peer machine.

IKEv1/IKEv2 Timed out Check the network connectivity between MFP and peer machine.

It succeeded in the acquisition of the certificate It succeeded in the acquisition of the certificate.

An unknown error occurred by SCEP Verify the Network Settings again and retry generating certificates.

Timeout error 1) Check the IP address / FQDN of the CA server and verify the

file save error Try re-generating the certificates again.

SCEP operation is failed Check the challenge phrase. It may be because of the wrong

type in MFP and peer.

port in IPsec filter.

IPsec filter.

Select the Flush Connections Option and retry.

Network Settings.

2)Increase the timeout value and retry generating certificates again.

challenge phrase.

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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

402F

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

4032 Private-print-only error Jobs other than Private print cannot be printed. Perform Private printing.

4033

4034

4035

4036

4038 Hold-print-only error Jobs other than Hold print cannot be printed. Perform Hold printing.

4039

4040

4050

4300

4301

4310

4311

4312

A221 Job canceled (Job was canceled.)

A222

A290

A291

A292

A2A0

PM size error 1200 dpi print jobs cannot be printed without the optional expansion

memory. Send a print job with a 600 dpi setting.

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

Private print, Scheduled print, etc.) cannot be performed. Perform normal printing.

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

Local file storing limitation error Network Fax or Internet Fax cannot be sent when “Local” is selected for

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

Printing other than Private and Hold not allowed

No authority to execute a job The user has not been assigned the authority to perform this operation by

The connection with the LDAP server or its authority setting has something wrong.

Job execution error due to functional restrictions

File conversion error The format of this file is not supported in the USB direct printing, or the

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

Printing not permitted Printing is not permitted or only printing in a low resolution level is

Password mismatching The entered password is neither matched with a user password nor an

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

Limit over error (Black and White)

Limit over error (Color) The number of prints has exceeded the one specified for the department

e-Filing, etc.) cannot be performed. Perform normal printing.

the destination of the file to save. Select “Remote” (SMB/FTP) for the destination.

registered. Perform user authentication or user registration.

Jobs other than Private print and Hold print cannot be printed. Perform Private or Hold printing.

the administrator.

Ask your LDAP server administrator about it.

USB direct printing cannot be performed due to a functional restriction. Contact your service technician.

file is invalid. Check the file.

in a forbidden language or in a language not supported. Printing the file in this function is disabled.

permitted due to the encryption language of the encrypted PDF file. Printing the file in this function is disabled. * Permitted only when a user password is entered.

owner password. Check the password again.

securely. Check whether the power voltage is unstable.

Number of prints has exceeded the one specified with the department code and user code at the same time. Clear the limit counter.

Number of prints has exceeded the one specified with the user code. Clear the limit counter.

Number of prints has exceeded the one specified with the department code. Clear the limit counter.

code and user code, or users (guests) are not authorized to perform color printing. Clear the limit counter, or authorize users so that they can perform color printing.

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Error Code Problem Description Corrective Action

A2A1

A2A2

Limit over error (Color) The number of prints has exceeded the one specified for the user code,

or users (guests) are not authorized to perform color printing. Clear the limit counter, or authorize users so that they can perform color printing.

Limit over error (Color) Number of prints has exceeded the one specified with the department

code. Clear the limit counter.

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 Error codes on transmission and reception

Error Code Problem Description Corrective Action

0011 Paper jam Clear the jammed printing paper.

0012 Original jam Clear the jammed original.

0013 Door open Firmly close the open door.

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 Retry 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

1C20

1C21-1C22

1C30-1C33

1C40

1C60

1C61

1C62

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 E-mail 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.

Reset (The transmission was canceled by pressing the [FUNCTION CLEAR]

button.)

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

polling document exists.

Security Mismatch in Relay or Mail Box transmission

Signal Error or Line Condition Error Retry communications. Frequent failures may indicate a phone line

HDD error Retry communications. If the error still occurs, contact your service

Software failure Retry communications. If the error still occurs, contact your service

Hardware noise Retry communications. If the error still occurs, contact your service

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

Insufficient memory When there are running jobs, perform the job in error again after the

Invalid parameter When a template is used, create the template again. If the error still

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

System management module access abnormality

Job control module access abnormality Turn the power OFF and then back ON. Perform the job in error again. If

Disk access error When there are running jobs, perform the job in error again after the

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

HDD full failure during processing Reduce the number of pages of the job in error and perform the job

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

Memory acquiring failure Turn the power OFF and then back ON. Perform the job in error again. If

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

problem. If possible, move the unit to another line and try your communications again.

representative.

the error still occurs, contact your service representative.

completion of the running jobs. If the error still occurs, turn the power OFF and then back ON, and perform the job again.

occurs, turn the power OFF and then back ON, and perform the job again.

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

Turn the power OFF and then back ON. Perform the job in error again. If the recovery is still not completed, contact your service representative.

the recovery is still not completed, contact your service representative.

completion of the running jobs. If the error still occurs, turn the power OFF and then back ON, and perform the job again.

the error still occurs, contact your service representative.

again. Check whether the server or local disk has a sufficient space in disk capacity.

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

the error still occurs, contact your service representative.

98 Error Codes