Xerox 96 NPS User Manual

Xerox DocuPrint Network Printer Series
Troubleshooting Guide
for Models 96/4635/180 NPS

Version 7.1
August 2000
721P86651

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

©1997, 1998, 1999, 2000 by Xerox Corporation. All rights reserved.

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: 721P86651

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.



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 96/4635/180 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 96/4635/180 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. Fault masking 2-1

3. Troubleshooting Xerox Client Software installation 3-1

4. Troubleshooting a Novell implementation 4-1

5. Clearing paper misfeeds and jams 5-1

Clearing a feeder tray fault 5-1

Frequent misfeeds 5-3

Clearing paper jams 5-4

Checking job integrity following a paper jam 5-5

Printer areas 5-6

Clearing bypass transport paper jams 5-16

Paper curl and paper jams 5-18

Measuring the paper curl 5-18

Adjusting the decurler lever 5-19

6. Using sample documents 6-1

Listing and printing sample documents 6-1

List Sample Documents 6-1

Print Sample Document 6-2

7. Adjusting print quality and speed 7-1

Installing the custom transfer assist blade 7-1

Correcting skewed printing 7-2

Measuring performance 7-4

XEROX DOCUPRINT 96/4635/180 NPS TROUBLESHOOTING GUIDE v

TABLE OF CONTENTS

Calculating throughput 7-5

Minimizing the start-up latency 7-7

300 dpi versus 600 dpi performance 7-9

Setting page order 7-10

Product features that affect print quality 7-10

Proprietary PostScript extensions 7-10

Device-dependent operators 7-11

Gray shading—setscreen and setcolorscreen 7-11

Gray shading—settransfer and transfer function 7-11

Smooth curves—setflat 7-12

Invisible strokes—0 setlinewidth 7-12

Scan conversion—fill, eofill, and stroke 7-12

8. Correcting stacking problems 8-1

9. System unresponsive 9-1

Index INDEX-1

vi XEROX DOCUPRINT 96/4635/180 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 96, 4635, or 180 Network Printing
System (NPS).

This guide is designed for Xerox DocuPrint 96/4635/180 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, “Fault masking,” describes how the Model 96/4635/

180 NPS masks a problem so that the job will continue to print.

• Chapter 3, “Troubleshooting Xerox Client Software installation,”

provides solutions to common problems with software
installation.

• Chapter 4, “Troubleshooting a Novell implementation,”

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

• Chapter 5, “Clearing paper misfeeds and jams,” illustrates how

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

• Chapter 6, “Using sample documents,” describes how you can

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

• Chapter 7, “Adjusting print quality and speed,” provides various

methods for optimizing print quality and speed.

• Chapter 8, “Correcting stacker problems,” provides solutions to

common stacker problems.

• Chapter 9, “System unresponsive,” provides solutions to

specific printer problems.

XEROX DOCUPRINT 96/4635/180 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 96/4635/180 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 96/4635/180 NPS TROUBLESHOOTING GUIDE ix

INTRODUCTION

x XEROX DOCUPRINT 96/4635/180 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 96, 4635, or 180 NPS

• 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 96/4635/180 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.

1-2 XEROX DOCUPRINT 96/4635/180 NPS TROUBLESHOOTING GUIDE

2. 2Fault masking

This chapter describes the behavior of the 96/4635/180 NPS while
printing with fault conditions in existence.

The DocuPrint 96, 4635, and 180 NPS enable you to continue
printing while certain faults or conditions exist in parts of the printer
not currently in use. Such faults or conditions are said to be masked.
If, for example, you are printing a job using feeder tray 1 and stacker
bin A, the printer continues printing even if feeder tray 2 is jammed or
if stacker bin B is full.

When there is a masked fault or condition, the Hint icon (a light yellow
circle with an asterisk inside) appears on the printer console and the
Attention light goes on. A message, preceded by an asterisk, also
appears in line 3 of the message area of the printer console. To
display the area containing the masked fault (for example, the
location of the paper jam), touch the Fault List icon (shown below) on
the printer console to display the Fault List screen.

Figure 2-1. Fault List icon

XEROX DOCUPRINT 96/4635/180 NPS TROUBLESHOOTING GUIDE 2-1

FAULT MASKING

Figure 2-2. Fault List screen

The Fault List screen displays any outstanding fault codes and
shows a mimic of the printer; the area containing the masked fault is
highlighted in light yellow. For greatest printer productivity, clear any
masked faults at your earliest opportunity.

When the printer stops because of a fault, display the Fault List
screen after clearing the fault to see if there are any masked faults.
Clear these masked faults before continuing with the print job.

When there is a fault that cannot be masked and therefore causes
the printer to stop, the Fault icon (a dark yellow triangle with an
exclamation point inside) appears on the printer console and the
Attention light flashes. The Fault screen appears on the printer
console, highlighting (in dark yellow) the area(s) of the printer
containing the fault and giving instructions for clearing the fault.

If a fault exists in the system at the time that a masked fault occurs,
the printer console displays only the Fault icon. The remaining
masked fault condition messages still display in the message area of
the printer console.

2-2 XEROX DOCUPRINT 96/4635/180 NPS TROUBLESHOOTING GUIDE

3. 3Troubleshooting 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 96/4635/180 NPS TROUBLESHOOTING GUIDE 3-1

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 3-1. 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>

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.

3-2 XEROX DOCUPRINT 96/4635/180 NPS TROUBLESHOOTING GUIDE

4. 4Troubleshooting 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 4-1. 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 96/4635/180 NPS TROUBLESHOOTING GUIDE 4-1

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 4-1. 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.

4-2 XEROX DOCUPRINT 96/4635/180 NPS TROUBLESHOOTING GUIDE

TROUBLESHOOTING A NOVELL IMPLEMENTATION

The following table describes troubleshooting RPRINTER problems.

Table 4-2. 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 96/4635/180 NPS TROUBLESHOOTING GUIDE 4-3