Xerox 92C IPS User Manual

Xerox DocuPrint 92C IPS Troubleshooting Guide

Version 7.1 August 2000 721P89160

Xerox Corporation Printing Systems Documentation and Education 701 South Aviation Boulevard, ESM1-058 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: 721P89160

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 typographical 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

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.

XEROX DOCUPRINT 92C IPS TROUBLESHOOTING GUIDE iii

Operation safety

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.

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

electrical outlet that lacks a ground connection terminal.

• 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 representative or operating company.

iv XEROX DOCUPRINT 92C IPS TROUBLESHOOTING GUIDE

Table of contents

Laser safety iii

Ozone information iii

Operation safety iv

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

Preparing your system for remote service 1-2

Enabling your modem 1-3

Disabling your modem 1-3

2. Clearing paper misfeeds and jams 2-1

Clearing a feeder tray fault 2-2

Frequent misfeeds 2-4

Clearing paper jams 2-6

Job recovery 2-9

Printer jam clearance areas 2-9

Clearing paper jams from areas 1 and 1A 2-10

Clearing paper jams from areas 2 and 2A 2-12

Clearing paper jams from area 3 2-14

Clearing paper jams from area 4 2-15

Clearing paper jams from area 5 2-17

Clearing paper jams from areas 6 and 6A 2-19

Clearing paper jams from area 7 2-20

Clearing paper jams from area 8 2-21

Clearing paper jams from area 9 2-22

Clearing stacker tray paper jams (dual stacker) 2-23

Clearing stitcher/stacker paper jams (areas A and B) 2-24

Clearing bypass transport paper jams 2-25

Adjusting dual stacker tray scuffer arms 2-26

3. Correcting stacker problems 3-1

XEROX DOCUPRINT 92C IPS TROUBLESHOOTING GUIDE v

TABLE OF CONTENTS

4. System unresponsive 4-1

Index INDEX-1

vi XEROX DOCUPRINT 92C IPS TROUBLESHOOTING GUIDE

About this guide

Introduction

This Xerox DocuPrint 92C IPS Troubleshooting Guide describes how to solve some specific problems that may occur when you are using the printing system.

This guide is designed for Xerox DocuPrint 92C IPS 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, and provides information on using the Sixth Sense Technology.

• Chapter 2, “Clearing paper misfeeds and jams,” illustrates how

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

• Chapter 3, “Correcting stacker problems,” provides solutions to

common stitcher/stacker and dual stacker problems.

• Chapter 4, “System unresponsive,” provides solutions to

specific printer problems.

An index is provided at the back of the guide.

XEROX DOCUPRINT 92C IPS 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 <ENTER>).

• <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.

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

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

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

example, the Xerox DocuPrint 92C IPS Troubleshooting Guide).

• Capitalization of graphical user interface (GUI) window titles

matches the titles as they appear on the screen. In cases where a window does not have a title, it is referenced using all lower case. For example:

— At the graphical user interface, use the Output

Configuration window to group the trays.

— The main window displays the current system status.

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 could affect the

safety of people.

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viii XEROX DOCUPRINT 92C IPS TROUBLESHOOTING GUIDE

Related publications

Xerox documents Following is a list of all Xerox DocuPrint IPS documents. For a

INTRODUCTION

This document is part of the Xerox DocuPrint IPS publication set.

complete list and description of available Xerox documentation, refer to the Xerox Customer Documentation Catalog (publication number 610P17517), or call your service representative.

Application Programmer/System Administrator Quick Reference Card

Customer Information Quick Reference Card

Generic MICR Fundamentals Guide

Glossary

Guide to Configuring and Managing the System

Guide to Performing Routine Maintenance

Helpful Facts About Paper

Installation Planning Guide

Master Index

Messages Guide

Solutions Guide

System Overview Guide

Troubleshooting Guide

Xerox Standard Font Library Font User Guide

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

IBM documents Following are related IBM documents. Contact your local IBM

representative for ordering instructions for IBM AFP/PSF manuals that might be useful for your specific installation.

IBM 3825 Page Printer Product Description

IBM Intelligent Printer Data Stream Reference

IBM Advanced Function Presentation Printer Summary

IBM ITSC Distributing AFP Printing from a Host System

IBM Advanced Function Printing Data Stream Reference

IBM Data Stream and Object Architectures: Mixed Object Document Content Architecture Reference

Guide to Advanced Function Presentation

XEROX DOCUPRINT 92C IPS TROUBLESHOOTING GUIDE ix

INTRODUCTION

x XEROX DOCUPRINT 92C IPS 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 92C IPS

• Serial number for your printing system (a 9-digit alphanumeric

code located on the frame inside the printer, behind the narrow door to the far left, on the front of the printer).

• 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 92C IPS 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 userfriendly suite of tools that allow service personnel to connect with a customer system and evaluate its performance while the system is being used. The Customer Service Engineer (CSE) 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.

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.

Preparing your system for remote service

When making a service call, your Service Representative may ask you to prepare your system for a remote service. If so, follow these steps:

1. Upon request, provide the service representative with your modem telephone number.

2. At the graphical user interface, place the system offline. This will prohibit the printer from running a job while the service representative is analyzing your IPS system.

3. Enable the modem (see “Enabling your modem” section later in this chapter).

4. Answer the service representative’s questions as appropriate, and make sure that no operators, users, or administrators use the system while the service takes place.

5. When the service is complete, disable the modem (see “Disabling your modem” section later in this chapter).

6. Place the system back online.

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Enabling your modem

CALLING FOR SERVICE

Enable your modem at the graphical user interface following these steps:

1. Select the Configuration pull-down menu of the IPS main window.

2. Select the Modem Enable/Disable menu item.

3. At the Modem Enable/Disable window, select Enabled, then click Apply.

Figure 1-1. Modem Enable/Disable window

Disabling your modem

4. At the Password window, enter the root password, then confirm your entry.

Disable your modem at the graphical user interface following these steps:

1. Select the Configuration pull-down menu of the IPS main window.

2. Select the Modem Enable/Disable menu item.

3. At the Modem Enable/Disable window, select Disabled, then click Apply.

XEROX DOCUPRINT 92C IPS TROUBLESHOOTING GUIDE 1-3

CALLING FOR SERVICE

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2. 2Clearing 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.

XEROX DOCUPRINT 92C IPS TROUBLESHOOTING GUIDE 2-1

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