Xerox 4890 NPS User Manual

Xerox DocuPrint Network Printer Series Troubleshooting Guide for Models 4850/4890 NPS

Version 7.1 August 2000 721P86741

Xerox Corporation 701 S. Aviation Boulevard El Segundo, CA 90245

Copyright protection claimed includes all forms and matters of copyrightable material and information now allowed by statutory or judicial law or hereinafter granted, including without limitation, material generated from the software programs which are displayed on the screen, such as icons, screen displays, looks, etc.

Printed in the United States of America.

Publication number: 721P86741

Xerox® and all Xerox products mentioned in this publication are trademarks of Xerox Corporation. Products and trademarks of other companies are also acknowledged.

Changes are periodically made to this document. Changes, technical inaccuracies, and typographic errors will be corrected in subsequent editions.

Laser safety

Warning: Adjustments, use of controls, or performance of

procedures other than those specified herein may result in hazardous light exposure.

The Xerox DocuPrint printers are certified to comply with the performance standards of the U.S. Department of Health, Education, and Welfare for Class 1 laser products. Class 1 laser products do not emit hazardous radiation. The DocuPrint printers do not emit hazardous radiation because the laser beam is completely enclosed during all modes of customer operation.

The laser danger labels on the system are for Xerox service representatives and are on or near panels or shields that must be removed with a tool. DO NOT REMOVE LABELED PANELS OR

PANELS NEAR LABELS. ONLY XEROX SERVICE REPRESENTATIVES HAVE ACCESS TO THESE PANELS.

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Ozone information

Operation safety

This product produces ozone during normal operation. The amount of ozone produced depends on copy volume. Ozone is heavier than air. The environmental parameters specified in the Xerox installation instructions ensure that concentration levels are within safe limits. If you need additional information concerning ozone, call 1-800-8286571 to request the Xerox publication 600P83222, OZONE.

Your Xerox equipment and supplies have been designed and tested to meet strict safety requirements. They have been approved by safety agencies, and they comply with environmental standards. Please observe the following precautions to ensure your continued safety.

• Always connect equipment to a properly grounded electrical

outlet. If in doubt, have the outlet checked by a qualified electrician.

Warning: Improper connection of the equipment grounding

conductor may result in risk of electrical shock.

• Never use a ground adapter plug to connect equipment to an

electrical outlet that lacks a ground connection terminal.

XEROX DOCUPRINT 4850/4890 NPS TROUBLESHOOTING GUIDE iii

• Always place equipment on a solid support surface with

adequate strength for its weight.

• Always use materials and supplies specifically designed for

your Xerox equipment. Use of unsuitable materials may result in poor performance and may create a hazardous situation.

• Never move either the printer or the Printer Controller without

first contacting Xerox for approval.

• Never attempt any maintenance that is not specifically

described in this documentation.

• Never remove any covers or guards that are fastened with

screws. There are no operator-serviceable areas within these covers.

• Never override electrical or mechanical interlocks.

• Never use supplies or cleaning materials for other than their

intended purposes. Keep all materials out of the reach of children.

• Never operate the equipment if you notice unusual noises or

odors. Disconnect the power cord from the electrical outlet and call service to correct the problem.

If you need any additional safety information concerning the equipment or materials Xerox supplies, call Xerox Product Safety at the following toll-free number in the United States:

1-800-828-6571

For customers outside the United States, contact your local Xerox operating company.

iv XEROX DOCUPRINT 4850/4890 NPS TROUBLESHOOTING GUIDE

Table of contents

Laser safety iii

Ozone information iii

Operation safety iii

Introduction vii

About this guide vii

Contents vii

Conventions viii

Related publications ix

1. Calling for service 1-1

Information to have on hand when calling for service 1-1

Enabling and disabling the modem for remote service 1-2

2. Troubleshooting Xerox Client Software installation 2-1

3. Troubleshooting a Novell implementation 3-1

4. Clearing paper misfeeds and jams 4-1

Clearing a feeder tray fault 4-1

Frequent misfeeds 4-3

Clearing paper jams 4-4

Job recovery 4-6

Printer jam clearance areas 4-7

Clearing paper jams from areas 1 and 1A 4-8

Clearing paper jams from areas 2 and 2A 4-9

Clearing paper jams from area 3 4-12

Clearing paper jams from area 4 4-13

Clearing paper jams from area 5 4-15

Clearing paper jams from areas 6 and 6A 4-16

Clearing paper jams from area 7 4-18

Clearing paper jams from area 8 4-20

Clearing paper jams from area 9 4-21

Clearing stitcher/stacker paper jams (areas A and B) 4-22

Clearing bypass transport paper jams (4890 only) 4-23

Adjusting dual stacker tray scuffer arms 4-24

XEROX DOCUPRINT 4850/4890 NPS TROUBLESHOOTING GUIDE v

TABLE OF CONTENTS

5. Using sample documents 5-1

Listing and printing sample documents 5-1

List Sample Documents 5-1

Print Sample Document 5-2

6. Adjusting print quality and speed 6-1

Adjusting print quality on DocuPrint Models 4890 NPS and 4850 NPS 6-1

Measuring performance 6-2

Calculating throughput 6-4

Minimizing the start-up latency 6-6

Setting page order 6-9

Product features that affect print quality 6-9

Proprietary PostScript extensions 6-9

Device-dependent operators 6-10

Gray shading—setscreen and setcolorscreen 6-10

Gray shading—settransfer and transfer function 6-10

Smooth curves—setflat 6-11

Invisible strokes—0 setlinewidth 6-11

Scan conversion—fill, eofill, and stroke 6-11

7. Correcting stacking problems 7-1

8. System unresponsive 8-1

Index INDEX-1

vi XEROX DOCUPRINT 4850/4890 NPS TROUBLESHOOTING GUIDE

About this guide

Introduction

This Xerox DocuPrint Network Printer Series Troubleshooting Guide describes how to solve some specific problems that may occur when you are using the Xerox DocuPrint 4850 and 4890 Network Printing System (NPS).

This guide is designed for Xerox DocuPrint 4850 and 4890 NPS operators whose job consists of the routine operation of one of these systems.

Users should have an understanding of Printer Controller operations.

Before using this guide, become familiar with its contents and conventions.

Contents

This section lists the contents of this guide:

• Chapter 1, “Calling for service,” describes the information to

have on hand when calling for support service.

• Chapter 2, “Troubleshooting Xerox Client Software installation,”

provides solutions to common problems with software installation.

• Chapter 3, “Troubleshooting a Novell implementation,”

describes some ways to troubleshoot a Novell implementation by viewing log messages.

• Chapter 4, “Clearing paper misfeeds and jams,” illustrates how

to clear paper misfeeds and jams from various parts of the paper path.

• Chapter 5, “Using sample documents,” describes how you can

print sample documents to test the printing capability of your system.

• Chapter 6, “Adjusting print quality and speed,” provides various

methods for optimizing print quality and speed.

• Chapter 7, “Correcting stacker problems,” provides solutions to

common stacker problems.

• Chapter 8, “System unresponsive,” provides solutions to

specific printer problems.

XEROX DOCUPRINT 4850/4890 NPS TROUBLESHOOTING GUIDE vii

INTRODUCTION

Conventions

This guide uses the following conventions:

• All caps and angle brackets—Within procedures, the names of

keys are shown in all caps within angle brackets (for example, press <RETURN>).

• Angle brackets—Variable information, or the position of a

specified argument in the command syntax, appears in angle brackets (for example, List Fonts <Pattern>).

• Bold—Within procedures, text and numbers that you enter are

shown in bold (for example, enter privilege operator).

• “Enter”—Within procedures, the two-step process of keying in

data and pressing <RETURN> (for example, enter y).

• Italics—Document and library names are shown in italics (for

example, the Xerox DocuPrint Network Printer Series Troubleshooting Guide).

• Quotes—Keywords you can enter as arguments appear in

quotes (for example, “USLetter”).

• Vertical bars—Alternatives to specified arguments are

separated by vertical bars (for example, Set Time <Time | Remote Host Name | IP Address>).

Note: Notes are hints that help you perform a task or understand the text.

Caution: Cautions alert you to an action that could damage hardware or software.

Warning: Warnings alert you to conditions that may affect the

safety of people.

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viii XEROX DOCUPRINT 4850/4890 NPS TROUBLESHOOTING GUIDE

Related publications

INTRODUCTION

The Xerox DocuPrint Network Printer Series includes the following documents:

Decomposition Service and Tools Guide

Guide to Configuring and Managing the System

Guide to Managing Print Jobs

Guide to Performing Routine Maintenance

Guide to Submitting Jobs from the Client

Guide to Using Page Description Language

Installation Planning Guide

Messages Guide

System Overview Guide

Troubleshooting Guide

Glossary

Master Index

Customer Information Quick Reference Card

Printer Controller Commands Quick Reference Card

Submitting your Jobs from Macintosh Quick Reference Card

Submitting your Jobs from UNIX & DOS Quick Reference Card

Submitting your Jobs from Windows NT 4.0 (QuickPrint) Quick Reference Card

Submitting your Jobs Using Windows NT 4.0 Drivers Quick Reference Card

The documentation set also includes an electronic version, the DocuPrint NPS Interactive Customer Documentation CD.

XEROX DOCUPRINT 4850/4890 NPS TROUBLESHOOTING GUIDE ix

INTRODUCTION

x XEROX DOCUPRINT 4850/4890 NPS TROUBLESHOOTING GUIDE

1. 1Calling for service

Before calling your customer service support center, make sure you have read this chapter and have tried the corrective actions described here. If the problem persists, gather the necessary information and call the customer support center.

Information to have on hand when calling for service

To report DocuPrint hardware or software problems in the United States, call the following number:

1-800-822-2979

For customers outside the United States, call your local service representative.

Note: A model-specific phone number is attached to your printer at installation time.

Before calling, make note of the following:

• Status code numbers and messages that appear on the

controller screen and the printer console

• Indicator lights that are lit

• Name of your printer: DocuPrint 4850/4890 NPS

• Serial number for your printing system.

• Problems you are having with the system.

Additional information you may wish to note prior to calling includes:

• An explanation of how output differs from what was expected.

• An assessment of whether the symptoms follow a pattern or

occur randomly.

• A list of special conditions that may be related to the problems:

— New applications

— Changes made to the software

— Recent service performed

— Previous conditions under which the application has

printed properly.

Give this information to a customer service representative, who will discuss the information and give you an estimated time of arrival or assist you over the phone to resolve the problem.

XEROX DOCUPRINT 4850/4890 NPS TROUBLESHOOTING GUIDE 1-1

CALLING FOR SERVICE

Enabling and disabling the modem for remote service

Your system may be set up to use Sixth Sense Technology—a remote communication capability. Sixth Sense Technology is a suite of tools that allow service personnel to connect with a system and evaluate its performance. The service person can troubleshoot problems remotely, transfer, apply, and remove patches remotely, and, if an on-site call is required, arrive with the solution to fix the problem.

An external modem allows your system to be accessed by remote service technicians.

You may be instructed to enable the modem so that the technician can dial into your system. Prior to enabling the modem, be sure to use the Stop All command so that printing and queueing are stopped during the remote service session.

When the remote service session is complete, disable the modem and enter the Start All command to resume printing and queueing.

Refer to the Guide to Configuring and Managing the System chapter “Using utility commands” for more information on the commands used for remote service.

If security is a concern, you can turn off the modem, or you can physically disconnect the cable from the system when it is not being used.

Caution: Depending on the commands used by the technician, the printer may start up during the remote service session. You should not attempt to operate the system or perform any tasks at the printer during the remote service session.

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2. 2Troubleshooting Xerox Client Software installation

If you are unable to install the Xerox Client Software, or if you install it and all requests submitted fail, try the following:

• Make sure the Xerox Client print command does not clash with

the local print command on the client system. To verify this, at the prompt (or on a new shell window prompt, for Sun clients), enter print. You should see the usage message for the Xerox Client print command.

If not, make sure the environment variable path includes the subdirectory /usr/xerox/nps/client/bin and /usr/bin before the subdirectory containing the local print command. Also, resolve any print command aliases that might be set in the.cshrc file.

If you see the message “Server or Directory Unreachable” after executing a print command, perform the following steps:

1. If the Printer Controller software is newly installed, verify that job processing has been started at the Printer Controller.

2. At the client, verify the host file exists and contains the Printer Controller name and TCP/IP address.

3. Verify the network connections between the Printer Controller and the client. Enter ping <Printer Controller

name>; if that fails, enter ping <Printer Controller name TCP/IP address>. Verify that the TCP/IP address of the

Printer Controller is the same as the one in the host file on the client.

4. Check for hardware problems.

• Verify that the cconf file (/usr/xerox/nps/client/cconf) contains

the default Printer Controller name that most recently performed the client installation. Try submitting requests to another Printer Controller by using the server override switch in the print command.

• If you are unable to install the software, make sure the client

hard disk meets the minimum requirements. Otherwise, you may run out of disk space during the installation, and you may get misleading error messages.

XEROX DOCUPRINT 4850/4890 NPS TROUBLESHOOTING GUIDE 2-1

TROUBLESHOOTING XEROX CLIENT SOFTWARE INSTALLATION

The following table, “Xerox Client Software installation error messages” provides a reference to error messages that may display during installation of Xerox Client Software.

Table 2-1.Xerox Client Software installation error messages

Error message Description

Installation not complete. Problems may have occurred during the transfer of files. Please verify that all files have been transferred and contact your system administrator for assistance.

Usage: <Printer__Controller__Name> or

Usage: instsun4 <Printer__Controller__Name> or

Usage: instsun3 <Printer__Controller__Name> or

Usage: instult <Printer__Controller__Name>

The attempt to communicate to the <Print__Controller__Name> has failed. Make sure the name <Print__Controller__Name> is correct. Make sure your /etc/hosts file contains correct information. Make sure the machine is operational and is in the network mode.

Problems may have occurred in ftp to the Print Server. Verify disk space. If the problem still exists, contact your system administrator for assistance.

Problems may have occurred in setting permissions for the executables. You have to be at the super user level to install. Please contact your system administrator for assistance.

Appears if any of the client files are missing at the end of installation.

Appears when the Printer Controller Name is not used as the argument to the installation commands. The <Printer__Controller__Name> is the name of the Printer Controller that the installation commands use to install the Client Software.

UNIX clients only. Indicates that the installation script’s attempt to communicate with the Printer Controller has failed.

UNIX clients only. Indicates problems occurred while using ftp to the Printer Controller to retrieve client files.

UNIX clients only. Indicates that the installation script’s attempt to set permissions for the executables in /usr/xerox/client/nps/bin has failed.

Problems may have occurred in making the commands available. Please contact your system administrator.

Unable to set permission for dir <path>. You have to be at the super user level to install. Contact your system administrator for assistance.

UNIX clients only. Indicates that the installation script’s attempt to copy the executables in /usr/xerox/client/nps/bin to /usr/bin has failed.

UNIX clients only. Indicates that the installation script’s attempt to set permission for the client directory structure has failed. Make sure that you are executing the installation script at the super user level.

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3. 3Troubleshooting a Novell implementation

The following tables describe some ways to troubleshoot a Novell implementation from the log messages that appear in the DocuPrint NPS log /varnog/DocuPrint.

Table 3-1.PSERVER problems

Problem Probable Cause Resolution

Log message says there is a problem locating a NetWare server.

Log message says there is an error in connecting to the file server.

DocuPrint is not getting SAP packets for the server.

• There is a basic

connectivity or routing problem.

• The framing type has

been set incorrectly during installation.

• The file server name has

been set incorrectly during installation.

DocuPrint NPS is getting SAP packets with information about the server, but cannot communicate with it.

• There is a basic

connectivity or routing problem.

• DocuPrint NPS has an

incorrect network number.

If there is an external connectivity problem:

• Check Novell file server

console screen for messages.

• Check that the server is

running and connected to the network.

If it is an incorrect framing type or server name, your Xerox service representative must change the configuration on the DocuPrint NPS Printer Controller.

If there is an external connectivity problem:

• Check Novell file server

console screen for messages.

• Check that the server is

running and connected to the network.

If it is an incorrect network number, your Xerox service representative must change the configuration on the DocuPrint NPS Printer Controller

Log message says there is a failure to log in.

Password problem.

• Server does not accept

unencrypted logins

• DocuPrint NPS does not

have the correct password.

XEROX DOCUPRINT 4850/4890 NPS TROUBLESHOOTING GUIDE 3-1

If the server is not properly configured, enter SET

ALLOW UNENCRYPTED PASSWORDS=ON at the

server console.

If DocuPrint has the wrong password, your Xerox service representative must change the password.

TROUBLESHOOTING A NOVELL IMPLEMENTATION

Problem Probable Cause Resolution

Table 3-1.PSERVER problems (continued)

Log message indicates failure to login and password settings are correct.

Log message says "Error finding queue."

Log message says "Netware PServer <name> not found.”

Log message says that there was an error attaching to the queue.

A PSERVER with DocuPrint’s

Stop the PSERVER instance. PSERVER name is running on the file server or on another machine (this could even be another DocuPrint configured to use the same PSERVER name). The file server should only have a PSERVER defined with the same name as the DocuPrint PSERVER, there should not be an instance of PSERVER running under that PSERVER definition.

Queue not created. At the file server, create the

queue, set up the printer for

the PSERVER and be sure it

will service the appropriate

queue.

The PSERVER has not been defined on the file server.

Define a PSERVER with the

correct name on the file server

and restart the system.

DocuPrint does not have access to the queue.

Ensure that there is a printer

defined for the PSERVER on

the file server and that the

printer is defined to service the

desired queue.

3-2 XEROX DOCUPRINT 4850/4890 NPS TROUBLESHOOTING GUIDE

TROUBLESHOOTING A NOVELL IMPLEMENTATION

The following table describes troubleshooting RPRINTER problems.

Table 3-2.RPRINTER problems

Problem Probable Cause Resolution

Log message says:

• "Cannot locate any

Netware print server from the net."

• "Requested server

<name> not responding.”

DocuPrint NPS is not getting SAP packets advertising the print server.

• There is a basic

connectivity or routing problem.

• The incorrect framing

type has been set.

• The print server is not

running. For RPRINTER, there must be a PSERVER running on the file server with the name specified to DocuPrint NPS at installation time.

If there is an external

connectivity problem:

PSERVER should work when

it is repaired.

If it is an incorrect framing

type, your Xerox service

representative must change

the configuration on the

DocuPrint NPS Printer

Controller.

If print server is not running,

start one.

XEROX DOCUPRINT 4850/4890 NPS TROUBLESHOOTING GUIDE 3-3

TROUBLESHOOTING A NOVELL IMPLEMENTATION

3-4 XEROX DOCUPRINT 4850/4890 NPS TROUBLESHOOTING GUIDE

Clearing a feeder tray fault

4. 4Clearing paper misfeeds and jams

Paper jams and misfeeds can be greatly reduced or eliminated if you use the correct type of paper under the right conditions. Refer to Helpful Facts About Paper for information on paper selection and care.

When paper is misfed from the paper trays, complete the following steps:

1. Go to the paper tray indicated by the message and graphic displays of the printer control console.

2. Press the Tray Unlock button on the front left of the paper tray.

3. When the Ready To Open indicator is lit, pull the bar up and out to open the tray. Pull the tray all the way out for best results.

XEROX DOCUPRINT 4850/4890 NPS TROUBLESHOOTING GUIDE 4-1

CLEARING PAPER MISFEEDS AND JAMS

4. Press the green lever to unlatch the paper feeder assembly.

5. Remove and discard any partially fed paper. Make sure the paper supply is neatly stacked and the stack is not higher than the MAX line on the length guide. Make sure the length guide is firmly touching the back edge of the stack.

6. Latch the paper feeder assembly by pressing the green dot until the assembly clicks into place.

7. Slide the tray back into the printer until the tray latches and press the Continue button to resume printing.

8. Discard any pages sent to the sample tray or unused stacker tray when the paper jam was detected.

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Frequent misfeeds

CLEARING PAPER MISFEEDS AND JAMS

Frequent misfeeds may be caused by a glazed feed belt, especially if one tray feeds the same kind of paper better than another tray does. (Glazing is caused by a buildup of the chemicals found on most papers.)

If you suspect that the belt is glazed, try cleaning it with film remover obtained from your service representative.

Caution: Clean the feed belt only to correct misfeeds, not as routine maintenance. Because the belt is rubber, frequent cleaning dries it out and makes it fail prematurely.are or software.

1. Clear any misfeeds that have occurred, but do not latch the paper feeder assembly. If necessary, unlatch it by pressing down on the bright green lever on the right side of the paper tray.

2. Lightly moisten a lint-free towel with film remover and thoroughly wipe the outside surface of the feed belt in the same direction as the ribs on the belt. (Wiping from side to side might pull the belt off its track.) Allow a few seconds for the film remover to evaporate.

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