Toshiba 655, 755, 555, 855 User Manual

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MULTIFUNCTIONAL DIGITAL SYSTEMS

Troubleshooting Guide

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©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 Systems. This manual describes how to troubleshoot the problems that could occur while you are using the equipment. Keep this manual within easy reach, and use it to configure an environment that makes the best use of the e-STUDIO’s functions.

This equipment provides the scanning function as an option. However, this optional scanning function is already installed in some models.

 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 objects.

Indicates a potentially hazardous situation which, if not avoided, may result in minor or moderate injury, partial damage to the equipment or surrounding objects, 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 on this manual may differ from the actual ones depending on how the equipment is used, such as the status

of the installed options.

y The illustration screens used in this manual are for paper in the A/B format. If you use paper in the LT format, the

display or the order of buttons in the illustrations 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 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, TrueType, and LaserWriter 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 the 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 (Lower) ..................................... 13

Paper jam in the Reversing Automatic Document Feeder (Upper) ..................................... 14

Paper jam in the bypass tray ............................................................................................... 15

Paper jam in the External Large Capacity Feeder (optional)............................................... 16

Paper jam in the Finisher, Hole Punch Unit and Inserter (all optional)................................ 17

Paper jam inside of the equipment ...................................................................................... 22

Clearing paper jams caused by a wrong paper size setting ................................................ 26

Clearing a Staple Jam ............................................................................................................ 31

Staple jam in the Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028 ................................ 31

Staple jam in the Saddle Stitch Finisher MJ-1029............................................................... 32

Staple jam in the saddle stitch unit ...................................................................................... 34

Replacing a Toner Cartridge ................................................................................................. 37

Replacing a “Near Empty” toner cartridge ........................................................................... 40

Refilling With Staples............................................................................................................. 42

Refilling Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028 staples.................................. 42

Refilling Saddle Stitch Finisher MJ-1029 staples ................................................................ 43

Refilling saddle stitch unit staples........................................................................................ 45

Cleaning the Hole Punch Dust Bin ....................................................................................... 47

Chapter 2 TROUBLESHOOTING FOR COPYING

Copying Problems.................................................................................................................. 50

Chapter 3 TROUBLESHOOTING FOR PRINTING

Print Job Problems................................................................................................................. 54

Clearing print job errors .......................................................................................................54

Cannot remember the document password for a Private Print job...................................... 56

Printer Driver Problems .........................................................................................................57

Cannot print (port setting problems) .................................................................................... 57

Command line options not processed ................................................................................. 57

Retrieval of printer configuration failed................................................................................ 57

Cannot print a job as expected using PS3 printer driver ..................................................... 58

Cannot change settings on the [Fonts] tab and the [Configuration] tab .............................. 58

Network Connection Problems ............................................................................................. 59

Cannot print with the equipment (network connection problems)........................................ 59

Cannot print with SMB print................................................................................................. 59

Cannot print properly with AppleTalk print........................................................................... 59

Client Problems ..................................................................................................................... 60

Checking the client status.................................................................................................... 60

Hardware Problems................................................................................................................ 61

Startup page not printed ...................................................................................................... 61

CONTENTS 3

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Print jobs not output ............................................................................................................ 61

Chapter 4 TROUBLESHOOTING FOR SCANNING

Scanning Problems ................................................................................................................ 64

Cannot E-mail my scans...................................................................................................... 64

Cannot find the data saved in the shared folder.................................................................. 64

Chapter 5 TROUBLESHOOTING FOR e-Filing

e-Filing Web Utility Problems ................................................................................................ 66

e-Filing Web Utility terminates the session.......................................................................... 66

Numerous sub windows repeatedly appear ........................................................................ 66

Displaying the items in the Contents Frame takes a long time............................................ 66

Error messages ................................................................................................................... 67

Chapter 6 TROUBLESHOOTING FOR NETWORK CONNECTIONS

Locating the Equipment in the Network............................................................................... 70

Cannot locate the equipment in the network ....................................................................... 70

Cannot locate the equipment with Local Discovery............................................................. 71

Equipment does not respond to ping command .................................................................. 72

LDAP Search and Authentication Problems........................................................................ 73

Network shutdown occurs or touch panel disabled after LDAP search ............................... 73

LDAP authentication takes a long time................................................................................ 73

Printing Problems (Network Related) ................................................................................... 74

SMB print and Point&Print in a Windows operating system environment ........................... 74

Raw TCP or LPR print in a Windows operating system environment ................................. 74

IPP print in a Windows operating system environment ....................................................... 75

Novell print in a NetWare environment................................................................................ 75

Macintosh environment ....................................................................................................... 76

UNIX/Linux environment...................................................................................................... 76

Network Fax (N/W-Fax) Driver Problems.............................................................................. 77

N/W-Fax Driver Installation Error Messages ....................................................................... 77

N/W-Fax Driver General Errors ........................................................................................... 78

Chapter 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess

Hardware Status Icons on TopAccess [Device] Tab........................................................... 80

Error Messages ...................................................................................................................... 82

Error Codes............................................................................................................................. 86

Error codes on print jobs ..................................................................................................... 86

Error codes on transmission and reception ......................................................................... 88

Error codes on scan jobs..................................................................................................... 91

Chapter 8 WHEN SOMETHING IS WRONG WITH THE EQUIPMENT

When You Think Something Is Wrong With the Equipment............................................... 96

General operations ..............................................................................................................96

Originals and paper .............................................................................................................97

4 CONTENTS

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Regular Maintenance .............................................................................................................98

INDEX ..................................................................................................................................................................... 99

CONTENTS 5

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6 CONTENTS

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1.TROUBLESHOOTING FOR THE

HARDWARE

This chapter describes how to troubleshoot 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 (Lower) ......................................................................13

Paper jam in the Reversing Automatic Document Feeder (Upper) ......................................................................14

Paper jam in the bypass tray................................................................................................................................15

Paper jam in the External Large Capacity Feeder (optional)................................................................................16

Paper jam in the Finisher, Hole Punch Unit and Inserter (all optional).................................................................17

Paper jam inside of the equipment .......................................................................................................................22

Clearing paper jams caused by a wrong paper size setting.................................................................................26

Clearing a Staple Jam............................................................................................................31

Staple jam in the Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028 .................................................................31

Staple jam in the Saddle Stitch Finisher MJ-1029 ................................................................................................32

Staple jam in the saddle stitch unit .......................................................................................................................34

Replacing a Toner Cartridge ................................................................................................. 37

Replacing a “Near Empty” toner cartridge ............................................................................................................40

Refilling With Staples............................................................................................................. 42

Refilling Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028 staples...................................................................42

Refilling Saddle Stitch Finisher MJ-1029 staples..................................................................................................43

Refilling saddle stitch unit staples.........................................................................................................................45

Cleaning the Hole Punch Dust Bin ....................................................................................... 47

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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 Corrective Action

Misfeed in *** Paper jam has occurred inside the

equipment.

Check paper size setting on control panel for drawer N

Wait (Performing Self-check) The equipment is undergoing

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

Change direction of original The orientation of the original placed

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 are left 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

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

Call for service The equipment requires adjusting by

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

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.

The number of originals to be scanned has reached the limit of 2000 sheets during scanning. (The magazine sort or page number function is used.)

Staple jam has occurred in the stapler of the saddle stitch unit.

No staples are left in the stapler of the saddle stitch unit.

of the finisher.

finisher.

Hole punch dust bin is full of paper punchings.

paper.

bypass tray.

a service technician.

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

Just removing the jammed paper does not prevent another paper jam. Be sure to correctly register the paper size in the equipment.  P.26 “Clearing paper jams caused by a wrong paper size setting”

Wait until the adjustment 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 (Lower)”

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.

Reduce the number of originals to be scanned to less than 2000 sheets, and try again.

Remove the jammed staples.  P.34 “Staple jam in the saddle stitch unit”

Refill the staples.  P.45 “Refilling saddle stitch unit staples”

Remove the jammed staples.  P.31 “Clearing a Staple Jam”

Refill the staples.  P.42 “Refilling With Staples”

Remove the paper punchings.  P.47 “Cleaning the Hole Punch Dust Bin”

Remove the paper from the exit tray of the equipment.

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 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 are left in the stapler of the

Examine Stapler Staple jam has occurred in the stapler

Staple jam has occurred in the stapler of the saddle stitch unit.

No staples are left in the stapler of the saddle stitch unit.

finisher.

of the finisher.

8 Messages Displayed on the Touch Panel

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

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

Remove the jammed staples.  P.34 “Staple jam in the saddle stitch unit”

Refill the staples.  P.42 “Refilling With Staples”

Remove the jammed staples.  P.31 “Clearing a Staple Jam”

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Message Problem Description Corrective Action

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

POWER FAILURE A job was interrupted by a power

ERASING DATA The Data Overwrite Enabler is

Check paper size setting on control panel for Bypass

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 has occurred in the

Toner near Empty Toner is running out. Prepare a new toner cartridge.

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

No paper suitable for the original is set.

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

and maintenance by a service technician.

failure or some other reason.

clearing the data.

Paper jam has 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.

equipment and it stopped normal operation.

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.

Replace the original while aligning the side guides of the Reversing Automatic Document Feeder to its width so that it will be placed straight. If you do not want the equipment strictly to distinguish A4 and LT, or A3 and LD at the scanning of the original, contact your service technician or service representative.

Contact your service representative for maintenance.

The print or fax job may be incomplete. Press [JOB STATUS] to check whether any jobs are unfinished. To clear the messages, press the [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 releasing the paper jam does not prevent another paper jam.  P.26 “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.

y Replace a toner cartridge after the message

“Install new toner cartridge” is displayed.

y If you replace a toner cartridge with a new one

while some toner is still left, 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.40 “Replacing a “Near Empty” toner cartridge”

Open the toner cover Install new toner cartridge

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

The number of originals exceeds the limit Will you copy stored originals?

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

No toner is left. Open the toner cover and replace the toner cartridge

with a new one. (About another 2000 copies can be made after this message appears. The number varies depending on the conditions of copying.)

 P.37 “Replacing a Toner Cartridge”

 P.47 “Cleaning the Hole Punch Dust Bin”

The number of image scanning exceeded the maximum (about 2000 in A4 or LT).

Internal memory available ran out while scanning.

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].

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Error Codes

The error codes indicating the status of the equipment may appear on the touch panel. You can find the listings of these error codes in Chapter 7.  P.86 “Error Codes”

10 Messages Displayed on the Touch Panel

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1 TROUBLESHOOTING FOR THE HARDWARE

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.

4 5321 6

11 9

1. Finisher and Hole Punch Unit (both optional) ( P.1 7 )

2. Inserter (optional) ( P.17)

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

4. Reversing Automatic Document Feeder (upper) ( P.14)

5. Inside of the equipment (paper exit area) ( P.2 2 )

6. Inside of the equipment (paper transport area) ( P.2 2 )

7. Bypass tray ( P. 1 5 )

8. External Large Capacity Feeder (optional) ( P.1 6 )

9. Inside of the equipment (paper feed area) ( P.22)

10. Inside of the equipment (duplexing unit area) ( P. 2 2 )

11. Inside of the equipment (reversing area) ( P.22)

12. Saddle stitch unit (optional) ( P.17)

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

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1 TROUBLESHOOTING FOR THE HARDWARE

 Clearing a paper jam

Remove paper jammed inside the equipment after you have cleared all other jams. If you fail to clear all other jams first, the jammed paper may be torn and 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 paper jammed inside the equipment after you have cleared all other jams.

If you fail to clear all other jams first, the jammed paper may be torn and left inside the equipment. Remove paper jammed inside the equipment after you have cleared all other jams.

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.

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

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

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1 TROUBLESHOOTING FOR THE HARDWARE

1.TROUBLESHOOTING FOR THE HARDWARE

Do not touch the transfer belt.

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

 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 little or too much of a gap between the paper and the side 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 (Lower)

Open the Reversing Automatic Document Feeder.

Open the reverse cover and remove the original.

Close the reverse cover.

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1 TROUBLESHOOTING FOR THE HARDWARE

Close the Reversing Automatic Document Feeder.

 Paper jam in the Reversing Automatic Document Feeder (Upper)

Raise the lever and open the upper cover.

Remove the original.

Turn the dial to remove the original.

Open the transport guide and remove the original.

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1.TROUBLESHOOTING FOR THE HARDWARE

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.

1 TROUBLESHOOTING FOR THE HARDWARE

 Paper jam in the bypass tray

Pull out the jammed paper in the bypass tray.

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1 TROUBLESHOOTING FOR THE HARDWARE

 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.

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.

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1 TROUBLESHOOTING FOR THE HARDWARE

1.TROUBLESHOOTING FOR THE HARDWARE

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.

 Paper jam in the Finisher, Hole Punch Unit and Inserter (all optional)

Separate the finisher from the equipment.

Separate the finisher from the equipment while pressing the lock lever. Place your hand on portion A in the figure and then move the finisher carefully.

When the Hole Punch Unit is installed, open the Hole

Punch Unit cover.

Turn the green knob until the triangle mark ( ) falls

within the designated area of the label.

Close the Hole Punch Unit cover.

Remove paper that sticks out from the paper feeding

side.

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1 TROUBLESHOOTING FOR THE HARDWARE

When the Inserter is installed, pull out the lever to

open its jam access cover.

Remove the jammed paper.

Close the jam access cover of the Inserter.

Open the lower cover of the Inserter.

Remove the jammed paper.

Close the lower cover.

Raise the paper feeding tray of the Inserter, and then

remove the jammed paper.

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1.TROUBLESHOOTING FOR THE HARDWARE

Open the upper cover of the finisher.

Pull the knob 1 to open the buffer roller cover, and

then remove the jammed paper.

1 TROUBLESHOOTING FOR THE HARDWARE

Pull the knob up in the rear side of the finisher to

open the guide.

Remove the jammed paper.

Close the guide.

Pull the knob 2 up to open the buffer roller.

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1 TROUBLESHOOTING FOR THE HARDWARE

Remove the jammed paper.

Remove paper that sticks out from the paper exit side

of the finisher.

Close the upper cover of the finisher.

Return the paper feed tray of the Inserter to its original position.

When the Saddle Stitch Finisher and the Inserter are

installed together, open the front cover of the Inserter.

Open the guide plate of the saddle stitch unit.

Remove the jammed paper.

20 Clearing a Paper Jam

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1.TROUBLESHOOTING FOR THE HARDWARE

Close the guide plate.

When the Saddle Stitch Finisher and the Inserter are installed together, close the lower

cover of the Inserter.

When the Saddle Stitch Finisher is installed, open the

lower cover of the Saddle Stitch Finisher.

Turn the right-hand knob counterclockwise until it

stops.

1 TROUBLESHOOTING FOR THE HARDWARE

While pushing the left-hand knob, turn it clockwise to

remove the jammed paper.

Open the paper exit cover of the saddle stitch unit.

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1 TROUBLESHOOTING FOR THE HARDWARE

Remove the jammed paper.

Close the paper exit cover of the saddle stitch unit and the lower cover of the Saddle

Stitch Finisher.

Connect the finisher to the equipment.

Connect the finisher with the equipment while pressing the lock lever. Place your hand on portion A in the figure and then move the finisher carefully.

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

 Paper jam inside of the equipment

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.

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1.TROUBLESHOOTING FOR THE HARDWARE

Remove the jammed paper from the drawer.

Open the paper source drawer and remove the

jammed paper.

1 TROUBLESHOOTING FOR THE HARDWARE

Close the drawer and the paper feed cover.

Open the bypass cover.

Remove the jammed paper.

Close the bypass cover.

When the External Large Capacity Feeder is installed,

connect it with the equipment.

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

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1 TROUBLESHOOTING FOR THE HARDWARE

When the finisher is installed, separate it from the

equipment.

Separate the finisher from the equipment while pressing the lock lever. Place your hand on portion A in the figure and then move the finisher carefully.

Open the exit cover.

Remove the jammed paper on the exit cover side.

Do not touch the metal portion of the reverse unit (A in the figure) or the guide plate (B in the figure).

It could burn or injure you.

Remove the jammed paper from the middle of the

reverse unit.

Open the front cover of the equipment.

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1.TROUBLESHOOTING FOR THE HARDWARE

Turn the green knob of the fuser unit

counterclockwise to remove the jammed paper.

Close the exit cover.

When the finisher is installed, connect it with the

equipment.

Connect the finisher with the equipment while pressing the lock lever. Place your hand on portion A in the figure and then move the finisher carefully.

1 TROUBLESHOOTING FOR THE HARDWARE

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

Turn the lever of the transfer/transport unit clockwise

by 90 degrees to unlock it. Then pull out the transfer/ transport unit.

Pull out the transfer/transport unit until it stops.

Open the fuser unit cover.

Do not touch the fuser unit and around the metal area around it.

It could burn or injure you.

Turn the green knob of the fuser unit

counterclockwise to remove the jammed paper.

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1 TROUBLESHOOTING FOR THE HARDWARE

Close the fuser unit cover slowly.

Open the duplexer guide.

Remove the jammed paper.

Close the duplexer guide.

Push the transfer/transport unit into the equipment

carefully while holding its lever. Then turn the lever counterclockwise by 90 degrees to lock it.

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.

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1 TROUBLESHOOTING FOR THE HARDWARE

1.TROUBLESHOOTING FOR THE HARDWARE

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.27 “Jam when making copies or prints (using a drawer)”  P.29 “Jam when making copies or prints (using the bypass tray)”  P.29 “Jam when printing from the FAX”

 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.

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

Press the drawer button indicated in the message.

Press the paper size 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.

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1.TROUBLESHOOTING FOR THE HARDWARE

 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.

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.

Pull out the drawer indicated in the message and

remove all the paper from the drawer.

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1 TROUBLESHOOTING FOR THE HARDWARE

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.

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.

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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.31 “Staple jam in the Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028”  P.32 “Staple jam in the Saddle Stitch Finisher MJ-1029”  P.34 “Staple jam in the saddle stitch unit”

 Staple jam in the Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028

Open the front cover of the finisher.

Lower the lever of the stapler to release the lock, and

then take out the staple cartridge.

Lower the guide while holding the knob.

Do not touch the stapling area (A in the figure).

The actual needle point could cause you personal injury.

Remove any jammed staples with something sharp.

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1 TROUBLESHOOTING FOR THE HARDWARE

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

original position.

Fit the staple cartridge into the stapler.

Insert the cartridge until the lever of the stapler goes up to be fixed securely.

Close the front cover of the finisher.

 Staple jam in the Saddle Stitch Finisher MJ-1029

Open the front cover of the finisher.

Slightly raise and pull out the staple cartridge while

holding its lever.

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1.TROUBLESHOOTING FOR THE HARDWARE

Lower the guide while holding the knob.

Do not touch the stapling area (A in the figure).

The actual needle point could cause you personal injury.

Remove any jammed staples with something sharp.

1 TROUBLESHOOTING FOR THE HARDWARE

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

original position.

Fit the staple cartridge into the stapler.

Insert the staple cartridge until you hear a click sound (the staple cartridge is latched). Then lower the lever slightly.

Close the front cover of the finisher.

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 Staple jam in the saddle stitch unit

Open the lower cover of the Saddle Stitch Finisher.

Slowly pull out the saddle stitch unit.

Pull the stapler handle on the saddle stitch unit

toward you to unlock it. Then turn the stapler clockwise by 60 degrees.

The stapler is locked and cannot be turned further when it lies almost horizontally.

Remove the staple cartridge.

While pushing the lever (1 in the figure) downward,

pull up the shutter with the knob (2).

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1.TROUBLESHOOTING FOR THE HARDWARE

Remove the jammed staples.

1 TROUBLESHOOTING FOR THE HARDWARE

Do not touch the stapling area (A in the figure).

The actual needle point could cause you personal injury.

Push the knob (2) to return it to its original position.

Make sure that the lever (1) is latched on the shutter.

Fit the staple cartridges.

Push down each cartridge until it is fixed with a click.

Unlock the stapler by pulling its handle toward you.

Then return the stapler to its original position.

Carefully insert the saddle stitch unit into the finisher.

Make sure of the following two requirements before test stapling:

y The Saddle Stitch Finisher is securely attached to the equipment. y A3, B4, A4-R, LD, or LT-R paper is set in the drawer.

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Close the lower cover of the Saddle Stitch Finisher.

Test stapling starts automatically.

Test stapling is necessary to prevent void stapling. Note that the test stapling starts automatically when the two requirements in step 11 are met with the lower cover of the Saddle Stitch Finisher closed. If the test stapling does not start, make sure to check the two requirements again. Then open and again close the lower cover of the Saddle Stitch Finisher.

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Replacing a Toner Cartridge

When the toner cartridge runs out, the message “Open the toner cover Install new toner cartridge” appears. Replace the toner cartridge following the procedure below when you see this message.

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

Never attempt to incinerate toner cartridges.

Dispose of used toner cartridges in accordance with local regulations.

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1 TROUBLESHOOTING FOR THE HARDWARE

y You can replace a toner cartridge while the print function is in operation when “Open the toner cover Install new

toner 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 you follow the procedure  P.40 “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.

Open the toner cover.

Pull out the toner cartridge holder toward you.

Take out the empty toner cartridge.

Never attempt to incinerate toner cartridges.

Dispose of used toner cartridges in accordance with local regulations.

Shake the new toner cartridge well to loosen the toner

inside.

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1.TROUBLESHOOTING FOR THE HARDWARE

Holding the new toner cartridge horizontally, pull out

the seal in the direction of the arrow.

Install a new toner cartridge into the toner cartridge

holder.

When inserting the toner cartridge, be sure that the shutter of the toner cartridge and the label on the equipment side (both in orange) are aligned.

y If it is hard to insert the toner cartridge, rotate it little by little to

insert it in the correct position.

y If the toner scatters, wipe it off completely.

1 TROUBLESHOOTING FOR THE HARDWARE

Return the toner cartridge holder to its original

position.

Close the toner cover.

Toner supplying operation automatically starts.

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 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 is still left 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 to follow the procedure below. This procedure is necessary for the equipment to reset the toner counter for displaying the next “Toner near Empty” message at the proper time.

Press the [USER FUNCTIONS] button on the control

panel.

Press the [USER] tab on the touch panel to display the user setting menu, and then

press [GENERAL].

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1.TROUBLESHOOTING FOR THE HARDWARE

Press [REPLACE TONER CARTRIDGE].

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

1 TROUBLESHOOTING FOR THE HARDWARE

Replace the toner cartridge.

See  P.37 “Replacing a Toner Cartridge” for the correct procedure.

Press [FINISH].

Press the [USER FUNCTIONS] or [COPY] button on the control panel.

The menu returns to the BASIC menu.

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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.42 “Refilling Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028 staples”  P.43 “Refilling Saddle Stitch Finisher MJ-1029 staples”  P.45 “Refilling saddle stitch unit staples”

 Refilling Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028 staples

Open the front cover of the finisher.

Lower the lever of the stapler to release the lock, and

then take out the staple cartridge.

Take the empty staple case out of the staple cartridge.

Fit a new staple case on the staple cartridge.

Push the staple case into the cartridge until it clicks.

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

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1.TROUBLESHOOTING FOR THE HARDWARE

Pull out the seal bundling the staples straight.

Fit the staple cartridge into the stapler.

Insert the cartridge until the lever of the stapler goes up to be fixed securely.

1 TROUBLESHOOTING FOR THE HARDWARE

Close the front cover of the finisher.

If the message “Check staple cartridge” remains, repeat the procedure above from steps 1 to 7.

 Refilling Saddle Stitch Finisher MJ-1029 staples

The Saddle Stitch Finisher MJ-1029 has two types of staple cartridges; one is for 100-sheet staples and the other is for 50-sheet ones. If you replace the staple cartridge with the other type, turn the power of the equipment OFF and then back ON after replacing it.

Open the front cover of the finisher.

Slightly raise and pull out the staple cartridge while

holding its lever.

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1 TROUBLESHOOTING FOR THE HARDWARE

Press the buttons on both sides of the staple

cartridge to open the cover.

Pull out the empty staple case.

Fit the new staple case into the staple cartridge.

Push the staple case into the cartridge until it clicks.

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

Pull out the seal bundling the staples straight. Then

close the cover.

Fit the staple cartridge into the stapler.

Insert the staple cartridge until you hear a click sound (the staple cartridge is latched). Then lower the lever slightly.

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1.TROUBLESHOOTING FOR THE HARDWARE

Close the front cover of the finisher.

If the message “Check staple cartridge” remains, repeat the procedure above from steps 1 to 8.

 Refilling saddle stitch unit staples

When the staples of the saddle stitch unit stapler in the Saddle Stitch Finisher have run out, refill them following the procedure below.

Open the lower cover of the finisher.

Slowly pull out the saddle stitch unit.

Unlock the stapler of the saddle stitch unit by pulling

its handle toward you. Keep pulling the handle, and turn the stapler clockwise by about 60 degrees.

The stapler is locked and cannot be turned any further when it lies almost horizontally.

Remove the empty staple cartridges.

Replace both cartridges at a time.

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1 TROUBLESHOOTING FOR THE HARDWARE

Fit the new cartridges.

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

Unlock the stapler of the saddle stitch unit by pulling

its handle toward you, and lower the stapler to its original position.

Slowly insert the saddle stitch unit into the finisher.

Make sure that the following two requirements are met before test stapling:

y The Saddle Stitch Finisher is securely attached on the equipment. y A3, B4, A4-R, LD, or LT-R paper is loaded in the drawer.

When the message “Check staple cartridge in the Saddle Stitch unit” is displayed, this step is unnecessary. Proceed to step 9.

Close the lower cover of the Saddle Stitch Finisher.

When the message “READY (CHECK STAPLER)” is displayed, test stapling starts automatically.

Test stapling is necessary to prevent void stapling. Note that the test stapling starts automatically when the two requirements in step 8 are met with the lower cover of the Saddle Stitch Finisher closed. If the test stapling does not start, make sure to check the two requirements again. Then open and again close the lower cover of the Saddle Stitch Finisher.

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Cleaning the Hole Punch Dust Bin

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

Open the 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.

Cleaning the Hole Punch Dust Bin 47

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Page 51

2.TROUBLESHOOTING FOR COPYING

This chapter describes how to troubleshoot the problems on copying and copy output.

Copying Problems.................................................................................................................. 50

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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 “Open the toner cover Install new toner

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

Copied image has stains. The Reversing Automatic Document

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 original

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 stained.

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

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

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 the Copying Guide.

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

cartridge” appears when no toner is left. Replace the toner cartridge.  P.37 “Replacing a Toner Cartridge”

mode.

Lower them fully to block the outside light.

Clean them.  P.98 “Regular Maintenance”

mode.

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

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

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

For details, refer to Chapter 4 of the Copying Guide.

The outside part of the printable area cannot be copied.

Lower the Reversing Automatic Document Feeder fully so that the original fully 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 are stained.

2 TROUBLESHOOTING FOR COPYING

Clean them.  P.98 “Regular Maintenance”

Copying Problems 51

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Page 55

3.TROUBLESHOOTING FOR PRINTING

This chapter describes how to troubleshoot the problems on printing.

Print Job Problems ................................................................................................................ 54

Clearing print job errors........................................................................................................................................54

Cannot remember the document password for a Private Print job.......................................................................56

Printer Driver Problems.........................................................................................................57

Cannot print (port setting problems).....................................................................................................................57

Command line options not processed ..................................................................................................................57

Retrieval of printer configuration failed .................................................................................................................57

Cannot print a job as expected using PS3 printer driver ......................................................................................58

Cannot change settings on the [Fonts] tab and the [Configuration] tab ...............................................................58

Network Connection Problems............................................................................................. 59

Cannot print with the equipment (network connection problems).........................................................................59

Cannot print with SMB print..................................................................................................................................59

Cannot print properly with AppleTalk print............................................................................................................59

Client Problems......................................................................................................................60

Checking the client status.....................................................................................................................................60

Hardware Problems................................................................................................................ 61

Startup page not printed .......................................................................................................................................61

Print jobs not output .............................................................................................................................................61

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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.

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3.TROUBLESHOOTING FOR PRINTING

To print by setting suitable-size paper in the drawer

Press the [JOB STATUS] which is blinking.

Press the drawer button whose paper size setting you intend to change.

3 TROUBLESHOOTING FOR PRINTING

You can also select the drawer with or .

Place the paper in the drawer.

Press the paper size button corresponding to the size of the paper you have placed.

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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

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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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.

 Command line options not processed

Problem Description

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

Corrective Action

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

 Retrieval of printer configuration failed

Problem Description

When accessing the 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.

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 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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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.74 “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.74 “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 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.57 “Printer Driver Problems”  P.59 “Network Connection Problems”  P.74 “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.59 “Cannot print with the equipment

(network connection problems)”

See the following section to fix the problem.

 P.57 “Cannot print (port setting problems)”

See the following section to fix the problem.

 P.59 “Cannot print with SMB print”

Refer to the Software Installation Guide.

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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.59 “Network Connection Problems”

See the following section to fix the problem:

 P.70 “Locating the Equipment in the Network”

See the following sections to fix the problem:

 P.82 “Error Messages”  P.86 “Error Codes”

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Page 65

4.TROUBLESHOOTING FOR SCANNING

This chapter describes how to troubleshoot the problems of scanning.

Scanning Problems................................................................................................................ 64

Cannot E-mail my scans ......................................................................................................................................64

Cannot find the data saved in the shared folder...................................................................................................64

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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.

64 Scanning Problems

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5.TROUBLESHOOTING FOR e-Filing

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

e-Filing Web Utility Problems................................................................................................66

e-Filing Web Utility terminates the session...........................................................................................................66

Numerous sub windows repeatedly appear .........................................................................................................66

Displaying the items in the Contents Frame takes a long time.............................................................................66

Error messages ....................................................................................................................................................67

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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.

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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.

68 e-Filing Web Utility Problems

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6.TROUBLESHOOTING FOR NETWORK

CONNECTIONS

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

Locating the Equipment in the Network...............................................................................70

Cannot locate the equipment in the network ........................................................................................................70

Cannot locate the equipment with Local Discovery..............................................................................................71

Equipment does not respond to ping command ...................................................................................................72

LDAP Search and Authentication Problems........................................................................73

Network shutdown occurs or touch panel disabled after LDAP search ................................................................73

LDAP authentication takes a long time.................................................................................................................73

Printing Problems (Network Related)................................................................................... 74

SMB print and Point&Print in a Windows operating system environment ............................................................74

Raw TCP or LPR print in a Windows operating system environment ..................................................................74

IPP print in a Windows operating system environment ........................................................................................75

Novell print in a NetWare environment.................................................................................................................75

Macintosh environment ........................................................................................................................................76

UNIX/Linux environment ......................................................................................................................................76

Network Fax (N/W-Fax) Driver Problems ............................................................................. 77

N/W-Fax Driver Installation Error Messages ........................................................................................................77

N/W-Fax Driver General Errors ............................................................................................................................78

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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.

70 Locating the Equipment in the Network

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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.70 “Locating the Equipment in the Network”

Contact your service representative.

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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.

LDAP Search and Authentication Problems 73

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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 address 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.70 “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.59 “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 with the equipment?

74 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.59 “Cannot print with the equipment (network connection problems)”

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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 with 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.59 “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 with 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.59 “Cannot print with the equipment (network connection problems)”

Printing Problems (Network Related) 75

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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 with 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.

76 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.

 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.

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6 TROUBLESHOOTING FOR NETWORK CONNECTIONS

 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.

 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.

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

Page 81

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 ........................................................... 80

Error Messages ...................................................................................................................... 82

Error Codes............................................................................................................................. 86

Error codes on print jobs ......................................................................................................................................86

Error codes on transmission and reception..........................................................................................................88

Error codes on scan jobs......................................................................................................................................91

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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.37 “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.31 “Staple jam in the Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028”

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

 P.34 “Staple jam in the saddle stitch unit”

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

 P.47 “Cleaning the Hole Punch Dust Bin”

y The recommended toner cartridge is not being used.

 P.37 “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.37 “Replacing a Toner Cartridge”

Waste Toner Full

This icon indicates the waste toner box is full and requires replacing.

80 Hardware Status Icons on TopAccess [Device] Tab

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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.42 “Refilling With Staples”

Call for Service

Contact your service representative to have the equipment inspected.

Hardware Status Icons on TopAccess [Device] Tab 81

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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.31 “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.31 “Clearing a Staple Jam”

Used Toner Container Full - Please Replace. Replace 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.

See  P.37 “Replacing a Toner Cartridge”.

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

waste toner box cover.

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

TRU Box.

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.

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.

Contact your service representative.

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TopAccess Message Corrective Action

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

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

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.

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.

Error Messages 83

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TopAccess Message Corrective Action

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.

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.

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.

type in MFP and peer.

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TopAccess Message Corrective Action

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/

port in IPsec filter.

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

IPsec filter.

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

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 Printing other than Private and Hold not

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-

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.

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Error Code Problem Description Corrective Action

1C69

1C6A

1C6B

1C6C

1C6D

1C70

1C71

1C72

1C80

1C81 Onramp Gateway transmission failure Check the mail box settings.

1C82

1CC1

3A10-3A12 MIME format error Ask the sender to resend the Email in the MIME1.0 format.

3A20-3A22 Email process error Ask the sender to resend the Email.

3A30

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

3A50-3A52

3A60-3A62

3A70

3A80-3A82

3B10-3B12 Email format error Ask the sender to resend the Email.

3B20-3B22

3B30-3B32 Invalid character set Ask the sender to resend the Email in the ISO-8559-1/2 format.

3B40-3B42 Email decode error Ask the sender to resend the Email.

3C10-3C13

3C20-3C22

3C30-3C32

3C40-3C42

3C50-3C52 Offramp transmission error Ask the sender to specify the correct fax numbers and resend the Email.

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

HOST NAME error Ask your administrator to check if there is an illegal character in the

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

Destination mail address error Check if there is an illegal character in the Destination E-mail address.

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

SMTP client OFF Ask your administrator to enable the SMTP Client and perform the job

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

POP Before SMTP error Confirm that the POP Before SMTP settings and POP3 settings are

Internet Fax transmission failure when processing E-mail job received

Internet Fax transmission failure when processing Fax job received

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

Partial Email timeout error Ask the sender to resend the Email, or change the Partial Wait time

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

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

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

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

Context-Type error Ask the sender to resend the Email with attached files that are in TIFF

TIFF analysis error Ask the sender to resend the Email with attached files that are in TIFF

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

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

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

7 CHECKING THE EQUIPMENT STATUS WITH TopAccess

server and perform the job again. Check whether the SMTP server is operating properly.

device name. Delete the illegal character and reset the appropriate device name.

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

Delete the illegal character and reset the appropriate Destination E-mail address, then perform the job again.

the error still occurs, contact your service representative.

again.

make sure that SSL port number is correctly set.

correct.

Check the “Received Internet Fax Forward” settings.

Check the “Received Fax Forward” setting.

securely. Check whether the power voltage is unstable.

setting.

this error occurs because the paper empty occurs and too much waiting jobs are stored in the hard disk, add the paper to activate other jobs.

this error occurs because the paper empty occurs and too many waiting jobs are stored in the hard disk, add the paper to activate other jobs.

the sender to resend the Email.

format.

MR, MMR, or JBIG compression.

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

printed on the paper available for the equipment.

Error Codes 89

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Error Code Problem Description Corrective Action

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

3C60-3C62

3C70

3D10

3D20

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

3E10

3E20

3E30

3E40

3F00, 3F10, 3F20, 3F30,

3F40

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

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

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

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

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

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

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

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

book of the equipment. If not, register the fax numbers in the address book and ask the sender to resend the Email with the correct fax numbers.

the Email.

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

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

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

LAN cable is connected to the server.

set correctly.

is set correctly.

service representative.

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7.CHECKING THE EQUIPMENT STATUS WITH TopAccess

 Error codes on scan jobs

The error indications on scan jobs are done as follows:

y On TopAccess log list, messages indicating the status are displayed. y On the touch panel of the equipment, error codes are displayed. See the listings below.

Error Code Problem Description Corrective Action

2C10, 2C12,

2C13,

2C20-2C22

2C11, 2C62

2C14

2C15

2C30-2C33

2C40

2C43

2C44

2C61

2C63, 2C64 Invalid Domain Address Ask your administrator to set the IP address.

2C65, 2C66,

2C69

2C6A

2C6B

2C6C

2C6D

2C70

Illegal Job status A system error has occurred during sending of an

Not enough memory When there are running jobs, perform the job in error

Invalid parameter specified Make sure that you specify the settings correctly and try

Message size exceeded limit or maximum size You are sending too many documents at a time. Send

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

Failed to convert image file format When this error occurs by converting the Slim PDF

Encryption error. Failed to create a file If the error still occurs after retrying, turn the power OFF

Creating a file was not allowed. Creating an unencrypted file was not allowed.

Failed to read Address Book Turn the power OFF and then back ON. Retry the job in

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

Failed to send E-Mail message Turn the power OFF and then back ON. Retry the scan.

Invalid address specified in From: field Ask your administrator to check the SMTP

Invalid address specified in To: field Make sure that there is an illegal character in the

NIC system error Turn the power OFF and then back ON. Retry the scan.

SMTP service is not available Ask your administrator whether the SMTP service is

7 CHECKING THE EQUIPMENT STATUS WITH TopAccess

email. Retry it. If the error still occurs, contact your service representative.

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

again.

your documents separately.

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

format, retry the scan. If the error still occurs, specify the general PDF format. When this error occurs by converting other than the Slim PDF format, turn the power OFF and then back ON. Then retry the scan. If the error still occurs, contact your service representative.

and then back ON. Then retry it.

Configure the encryption settings and retry the failed job. To create an unencrypted file, consult the administrator.

error. Reset the data in the Address Book and retry it. If the error still occurs, contact your service representative.

the SMTP server address has been set correctly.

If the error still occurs, contact your service representative.

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

Destination mail address. Delete the illegal character and reset the appropriate Destination mail address, then retry it.

If the error still occurs, contact your service representative.

enabled.

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Error Code Problem Description Corrective Action

2C71

2C72

2C80

2C81

2CC0 Job canceled (Job was canceled.)

2CC1

Save as File

2D10, 2D12,

2D13,

2D20-2D22

2D11

2D14

2D15

2D30

2D31, 2D33

2D32

2D40

2D43

2D44

2D60

SMTP authentication error Confirm that the login name and password are correct.

POP Before SMTP error Confirm that the POP Before SMTP settings and POP3

Failed to process received Email job Ask your administrator whether the Internet Fax

Failed to process received Fax job Ask your administrator whether the Fax Received

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

Illegal Job status Turn the power OFF and then back ON. Retry the scan.

Not enough memory for saving the scan job Wait for a while and retry the job. If the error still occurs,

An internal error occurred Turn the power OFF and then back ON, and retry the

Exceeding maximum file capacity Divide the file into several files, or retry in a single-page

Failed to create directory Make sure that the access privilege to the storage

Failed to create file Make sure that the access privilege to the storage

Failed to delete file Make sure that the access privilege to the storage

Failed to convert image file format When this error occurs by converting the Slim PDF

Encryption error. Failed to create a file If the error still occurs after retrying, turn the power OFF

Creating a file was not allowed. Creating an unencrypted file was not allowed.

Failed to copy file Turn the power OFF and then back ON. Retry the scan.

If SSL is enabled, make sure that the SSL port number is correctly set.

settings are correct.

Received Forward is set.

Forward is set.

and it is inserted securely. Resend the job.

If the error still occurs, contact your service representative.

turn the power OFF and then back ON and retry it.

job. If the error still occurs, contact your service representative.

format.

directory is writable and also the disk in the directory has enough space, and then retry the job. If more than one job is performed simultaneously, the error may occur because the disk temporarily runs out of space. In this case, wait for a while and retry the job. If the error still occurs, turn the power OFF and then back ON, and then retry it.

directory is writable and then retry the job. If the error still occurs, turn the power OFF and then back ON, and then retry it.

and then back ON. Then retry it.

Configure the encryption settings and retry the failed job. To create an unencrypted file, consult the administrator.

If the error still occurs, contact your service representative.

92 Error Codes

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7.CHECKING THE EQUIPMENT STATUS WITH TopAccess

Error Code Problem Description Corrective Action

Failed to connect to network destination. Check destination path.

2D62

2D63

2D64

2D65

2D66

2D67

2D68

2DA8 The HDD is running out of capacity for the shared folder Delete the unnecessary data in HDD.

2DC0 Job canceled (Job was canceled.)

2DC1

Store to e-Filing

2A10 Failed to acquire resource. Retry the scan.

2A20 2A40

2A50 Job canceled. (Job was canceled.)

2A51

2B10 There was no applicable job. Retry the scan.

2B11 Job status failed. Retry the scan.

2B20 Failed to access file. Retry the scan.

2B21

2B30

2B31

2B32

2B50

2B51

2B60

2B70

2B71

2B80

Specified network path is invalid. Check destination path.

Logon to file server failed. Check user name and password.

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

Failed to process your job. Insufficient storage space. Delete the data in the destination folder in the

FTP service is not available Ask your administrator whether the FTP service is

File Sharing service is not available Ask your administrator whether the SMB protocol is

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

System fatal error. Turn the power OFF and then back ON. Retry the scan.

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

Message size exceeded limit or maximum size. You are sending too many documents at a time. Send

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

Failed to access Electronic Filing. Make sure that the specified e-Filing or folder exists. (If

Failed to print Electronic Filing document. Make sure that the specified document exists. (If not,

Failed to process image. Turn the power OFF and then back ON. Retry the scan.

Failed to process print image. Make sure that the Function List can be printed out.

The folder was renamed. A folder of the same name already existed.

The document was renamed. A document of the same name already existed.

The storage period of e-Filing documents will expire Check whether necessary documents are stored in e-

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

7 CHECKING THE EQUIPMENT STATUS WITH TopAccess

Make sure that the network folder is shared in your network and retry the scan. If the error still occurs, ask your administrator to check whether the IP address or path of the server is correct. Also make sure that the server is operating properly.

Make sure that you specify the correct network folder and retry the scan.

Make sure that you specify the correct user name and password to logon the file server, or you specify correct file server. Then retry the scan.

Delete the data in the local storage folder in the equipment and retry the scan.

equipment and retry the scan.

configured correctly.

enabled.

and it is inserted securely. Resend the job.

your documents separately.

again.

not, this error would not occur.) Delete the specified eFiling or folder and reset them. Retry the job in error. If the specified e-Filing or folder cannot be deleted, contact your service representative.

this error would not occur.) Delete the specified document and reset them. Retry the job in error. If the specified document cannot be deleted, contact your service representative.

If the error still occurs, contact your service representative.

Retry the print. If the error still occurs, contact your service representative.

The same named folder cannot be created in the same box.

The same named document cannot be created in the same box or folder.

Filing. The documents will be deleted in a few days.

Delete unnecessary documents in e-Filing.

Error Codes 93

Page 96

7 CHECKING THE EQUIPMENT STATUS WITH TopAccess

Error Code Problem Description Corrective Action

2B90

2BA0

2BA1

2BB0 Job canceled (Job was canceled.)

2BB1

2BC0

2BC1

2BD0

2BE0 Failed to obtain the machine parameters. Turn the power OFF and then back ON. Retry the scan.

2BF0 Reached the maximum number of pages. Reduce the pages and print again.

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

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

Network Settings

2500

2501

2503

2504

2550

2551

2552

2553

Insufficient Memory. Turn the power OFF and then back ON. Retry the scan.

Invalid Box password specified. Make sure that the password is correct and retry the

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

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

System fatal error. Turn the power OFF and then back ON. Retry the scan.

Failed to acquire resource. Turn the power OFF and then back ON. Retry the scan.

Power failure occurred during restoring. Make sure that the power cable is connected properly

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

Syntax error in parameters or arguments Check whether the mail server is operating properly.

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

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

Mailbox unavailable Confirm that the destination Email addresses are

User not local Confirm that the destination Email addresses are

Insufficient system storage File is too large for mailbox. Confirm the mailbox size

Mailbox name not allowed Check if there is an illegal character in the mail box

If the error still occurs, contact your service representative.

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

Check the paper size or color mode.

and it is inserted securely. Resend the job.

If the error still occurs, contact your service representative.

and it is inserted securely. Resend the job.

Destination mail address are correct. Check whether the mail server is operating properly. Turn the power OFF and then back ON. Perform the job in error again.

Turn the power OFF and then back ON. Perform the job in error again. If the error still occurs, contact your service representative.

correct. Check the access privilege for the mailbox in the mail server.

correct. Check whether the mail server is operating properly.

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

name in the mail server.

94 Error Codes

Page 97

8.WHEN SOMETHING IS WRONG WITH THE

EQUIPMENT

Try the troubleshooting tips in this chapter when you think there is something wrong with the equipment. This chapter also describes the daily care for the equipment.

When You Think Something Is Wrong With the Equipment............................................... 96

General operations ...............................................................................................................................................96

Originals and paper ..............................................................................................................................................97

Regular Maintenance .............................................................................................................98

Page 98

8 WHEN SOMETHING IS WRONG WITH THE EQUIPMENT

When You Think Something Is Wrong With the Equipment

If you think there is something wrong with the equipment, check the following items.

y To see the functions of the equipment such as copy or print, refer to their operator’s manuals (the Copying Guide

and the Printing Guide respectively).

y Checking the operations or procedures may help you solve the problems. When you have what is not clear in

operating the equipment or you think something is wrong with it, the operator’s manual for the function you are using will be helpful.

 General operations

Problem Description Cause Corrective Action

The equipment does not work at all.

No icons or signs are displayed on the touch panel. (The MAIN POWER lamp, the ON/OFF lamp and the [ENERGY SAVER] button light.)

No icons or signs are displayed on the touch panel. (Only the MAIN POWER lamp lights.)

The touch panel is dim. The contrast of the touch panel is

The button does not respond to my operation. (“Saving energy Press START button” appears on the touch panel.)

The button does not respond to my operation. (The MAIN POWER lamp, the ON/OFF lamp and the [ENERGY SAVER] button light.)

The button does not respond to my operation. (Only the MAIN POWER lamp lights.)

The window “Enter Department Code” appears.

The window “Enter the user name and Password” appears.

A message is displayed on the touch panel.

The power cord is not securely inserted into the outlet.

The equipment is in the Sleep mode. Press any of the [START], [COPY], [e-FILING], [SCAN],

The power of the equipment is not turned ON.

The equipment is in the Super Sleep mode.

adjusted lower.

The equipment is in the energy saving mode.

The equipment is in the Sleep mode. Press any of the [START], [COPY], [e-FILING], [SCAN],

The power of the equipment is not turned ON.

The equipment is in the Super Sleep mode.

The equipment is managed under the department management function.

The equipment is managed under the user management function.

Some trouble occurred in the equipment (or the message is displayed just for an ordinary operation).

Insert the power cord into the outlet until it comes to a stop.

[PRINT], [FAX] and [ENERGY SAVER] buttons to clear the Sleep mode. Refer to the Quick Start Guide.

Press and hold the [POWER] button until the ON/OFF lamp lights.

Press and hold the [POWER] button until the ON/OFF lamp lights to clear the Super Sleep mode. Refer to the Quick Start Guide.

Adjust the contrast lighter. Refer to the MFP Management Guide.

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

[PRINT], [FAX] and [ENERGY SAVER] buttons to clear the Sleep mode. Refer to the Quick Start Guide.

Press and hold the [POWER] button until the ON/OFF lamp lights.

Press and hold the [POWER] button until the ON/OFF lamp lights to clear the Super Sleep mode. Refer to the Quick Start Guide.

Enter your department code. If you do not know it, contact the administrator of the equipment.

Enter your user name and password. If you do not know them, contact the administrator of the equipment.

See the meaning of the message referring to the listing below.  P.8 “Messages Displayed on the Touch Panel”

96 When You Think Something Is Wrong With the Equipment

Page 99

8.WHEN SOMETHING IS WRONG WITH THE EQUIPMENT

 Originals and paper

Problem Description Cause Corrective Action

The original is jammed. The original is unavailable on the

equipment.

Paper is jammed. The paper is unavailable on the

equipment.

The paper size setting registered for the equipment is inconsistent with paper in a drawer or on the bypass tray.

The stack of paper exceeds the loading line indicated on the side guide.

There is too little or too much clearance between the paper and the side guide of the drawer.

Hidden jammed paper has not been removed.

Two or more sheets of paper are fed together.

Sheets do not align when exiting. Sheets are placed in the drawer with

Sheets of paper are stuck together. Loosen the stack of paper well and set them again.

the wrong side up.

8 WHEN SOMETHING IS WRONG WITH THE EQUIPMENT

Check whether the original is available on the equipment. For details, refer to Chapter 2 of the Copying Guide.

Check whether the paper is available on the equipment. For details, refer to Chapter 1 of the Copying Guide.

Match the size of the paper placed in the drawer or on the bypass tray and the size registered on the equipment. For Details, refer to Chapter 1 and 2 of the Copying Guide.

Remove some paper to set it within the height limit line indicated on the side guide.

Adjust the space between the paper and the side guide or the end guide not to take much spaces. For details, refer to Chapter 1 of the Copying Guide.

Check the sign again on the touch panel to see where the jam occurred.  P.11 “Clearing a Paper Jam”

Check the printing side of the sheets and place them correctly. Information about the printing side may be given on the wrapping paper of the sheets. If you cannot find which side is the printing side, try printing on both sides to see if the sheets align when exiting.

When You Think Something Is Wrong With the Equipment 97

Page 100

8 WHEN SOMETHING IS WRONG WITH THE EQUIPMENT

Regular Maintenance

We recommend that you clean the following portions weekly so that the originals can always be scanned in unsoiled conditions.

y Be careful not to scratch the portions when cleaning them. y Do not use such solvents as thinner or benzine when cleaning the surface of the equipment.

- This could warp the shape of the surface or leave it discolored.

- When using a chemical cleaning pad to clean it, follow the instructions.

1. Scanning area (surface of the long rectangular glass)

Wipe it with the accessory cloth or a soft dry cloth. If there are still stains remaining, wipe clean with a piece of soft cloth which has been moistened with water and then squeezed well. Do not use solvents such as alcohol.

2. Original glass

3. Guide

4. Platen sheet

Clean the surface as follows depending on the extent of the staining.

- Clean it with a soft cloth.

- Clean it with a soft cloth lightly moistened with water.

- Clean it with a soft cloth lightly moistened with alcohol, and then wipe with a dry cloth.

- Clean it with a soft cloth lightly moistened with watered-down neutral detergent, wipe with a cloth moistened with water, and then wipe with a dry cloth.

98 Regular Maintenance

Toshiba 655, 755, 555, 855 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Preface

 How to read this manual

 Symbols in this manual

 Screens

 Trademarks

CONTENTS

Messages Displayed on the Touch Panel

Clearing a Paper Jam

 Locating a paper jam

 Clearing a paper jam

 Tips on removing the jammed paper

 If paper jams occur frequently

 Paper jam in the Reversing Automatic Document Feeder (Lower)

 Paper jam in the Reversing Automatic Document Feeder (Upper)

 Paper jam in the bypass tray

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

 Paper jam in the Finisher, Hole Punch Unit and Inserter (all optional)

 Paper jam inside of the equipment

 Clearing paper jams caused by a wrong paper size setting

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

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

 Jam when printing from the FAX

Clearing a Staple Jam

 Staple jam in the Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028

 Staple jam in the Saddle Stitch Finisher MJ-1029

 Staple jam in the saddle stitch unit

Replacing a Toner Cartridge

 Replacing a “Near Empty” toner cartridge

Refilling With Staples

 Refilling Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028 staples

 Refilling Saddle Stitch Finisher MJ-1029 staples

 Refilling saddle stitch unit staples

Cleaning the Hole Punch Dust Bin

2.TROUBLESHOOTING FOR COPYING

Copying Problems

3.TROUBLESHOOTING FOR PRINTING

Print Job Problems

 Clearing print job errors

Cannot remember the document password for a Private Print job

Printer Driver Problems

 Cannot print (port setting problems)

 Command line options not processed

 Retrieval of printer configuration failed

 Cannot print a job as expected using PS3 printer driver

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

Network Connection Problems

 Cannot print with the equipment (network connection problems)

 Cannot print with SMB print

 Cannot print properly with AppleTalk print

Client Problems

 Checking the client status

Hardware Problems

 Startup page not printed

 Print jobs not output

4.TROUBLESHOOTING FOR SCANNING

Scanning Problems

 Cannot E-mail my scans

 Cannot find the data saved in the shared folder

5.TROUBLESHOOTING FOR e-Filing

e-Filing Web Utility Problems

 e-Filing Web Utility terminates the session

Numerous sub windows repeatedly appear

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

 Error messages

Locating the Equipment in the Network

 Cannot locate the equipment in the network

 Cannot locate the equipment with Local Discovery

 Equipment does not respond to ping command

LDAP Search and Authentication Problems

 Network shutdown occurs or touch panel disabled after LDAP search

 LDAP authentication takes a long time

Printing Problems (Network Related)

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

 Raw TCP or LPR print in a Windows operating system environment

 IPP print in a Windows operating system environment

 Novell print in a NetWare environment