Xerox DocuPrint 96 NPS, DocuPrint 2000 NPS, DocuPrint 4635 NPS, DocuPrint 180 NPS, DocuPrint 96 IPS Troubleshooting Manual
...
Xerox DocuPrint
96/4635/180/2000
NPS/IPS
Troubleshooting Guide
721P90211
Version 8.0
October 2002
Xerox Corporation
701 S. Aviation Boulevard
El Segundo, CA 90245
©2002 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: 721P90210
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.
Troubleshooting Guide iii
Table of contents
Safety . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v
Laser safety . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v
Ozone information: U. S. only . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .vi
Operation safety: U. S. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .vi
Operation safety: Europe . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii
Warning markings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii
Electrical supply . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .viii
Ventilation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .viii
Operator accessible areas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .viii
Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .ix
Before cleaning your product . . . . . . . . . . . . . . . . . . . . . . . . . . . . .ix
CE mark: Europe only . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .ix
Radio and telecommunications equipment directive (Europe only) . . . . . x
For further information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xi
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xiii
About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xiii
Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xiii
Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xiv
Related publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xv
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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5
Checking job integrity following a paper jam . . . . . . . . . . . . . . . 5-7
Printer areas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-7
Clearing bypass transport paper jams . . . . . . . . . . . . . . . . . . . 5-22
Table of contents
iv Troubleshooting Guide
Paper curl and paper jams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-23
Measuring the paper curl . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-24
Adjusting the decurler lever . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-25
6. Optimizing print quality. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-1
Installing the custom transfer assist blade . . . . . . . . . . . . . . . . . . . . . . 6-1
Correcting skewed printing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2
Product features that affect PostScript print quality . . . . . . . . . . . . . . . 6-4
Proprietary PostScript extensions . . . . . . . . . . . . . . . . . . . . . . . 6-4
Device-dependent operators . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4
Gray shading—setscreen and setcolorscreen . . . . . . . . . 6-4
Gray shading—settransfer and transfer function . . . . . . . 6-5
Smooth curves—setflat . . . . . . . . . . . . . . . . . . . . . . . . . . 6-6
Invisible strokes—0 setlinewidth . . . . . . . . . . . . . . . . . . . 6-6
Scan conversion—fill, eofill, and stroke . . . . . . . . . . . . . . 6-6
7. Resolving printer problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1
8. Resolving system problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-1
Troubleshooting Guide v
Safety
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 stan dards 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.
Safety
vi Troubleshooting Guide
Ozone information: U. S. only
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 informat ion
concerning ozone, call 1-800-828-6571 to request the Xerox
publicat ion 600P83222, OZONE.
Operation safety: U. S.
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.
WARNING
Improper connection of the equipment grounding conductor
may result in risk of electrical shock.
• Always connect equipment to a properly grounded electrical
outlet. If in doubt, have the outlet checked by a qualified
electrician.
• Never use a ground adapter pl ug t o 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 fo r
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. Th ere are no oper ator-serviceable areas within these
covers.
• Never override electrical or mechanical interlocks.
Safety
Troubleshooting Guide vii
• Never use supplies or cleaning materials for other than the ir
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 loc al
Xerox representative or operating company.
Operation safety: Eur o pe
This Xerox product and supplies are manufactured, test ed and
certified to strict safety regulations, electromagnetic regulations
and established environmental standards.
Any unauthorised al teration, which may include the addition of
new functions or conn ection of external devices, may impact the
product certification.
Please contact your Xerox representative for more information.
Warning markings
All warning ins tructions ma rked on or supplied with the product
should be followed.
This WARNING alerts users to areas of the product where there
is the possibility of personal damage.
This WARNING alerts users to areas of the product where there
are heated surf ace s, which should not be touched.
Safety
viii Troubleshooting Guide
Electrical supply
This product shall be operated from the type of electrical supply
indicated on the product’s data plate label. If you are not sure
that your electrical supply meet s the requirem ents, please
consult your local power co mpany for advice.
This product must b e connected t o a protectiv e earth circuit. This
product is supplied with a plug that has a protective earth pin.
This plug will fit only into an earthed electrical outlet. This is a
safety f eature . Always co nnect equipment to a properly gr ounded
electrical outlet. If in doubt, ha ve the ou tlet check ed b y a qualified
electrician.
To disconnect all electrical power to the product, the disconnect
device is the power cord. Remove the plug from the electrical
outlet.
Ventilation
Slots and ope ning in the enclosure of the product are provid ed
for ventilation. Do not block or cover the ventilation vents, as this
could result in the product overheating.
This product should not be placed in a built-in installation unless
proper ventilation is provided, please contact your Xerox
representative for advice.
Never push objects of any kind into the ventilation vents of the
product.
Operator accessible areas
This product has been designed to restrict operator access to
safe areas only. Operator access to hazardo us areas is restricted
with covers or guards, which would require a tool to remove.
Never remove these covers or guards.
WARNING
Safety
Troubleshooting Guide ix
Maintenance
Any operator product maintenance procedures will be described
in the user docume ntation supplied with the product. Do not
carry out any maintenance on the product, which is not
described in the customer documentation.
Before cleaning your product
Before cleaning this product, unplug the product from the
electrical outlet. Always use materials specifically designated for
this product, the use of other materials may result in poor
performance and may create a hazardous situation. Do not use
aerosol cleaners , they may be flammable under certain
circumstances.
CE mark: Europe only
January 1, 1995: Council Directive 73/23/EEC, amended by
Council Directive 93/68/EEC, approximation of the laws of the
member states related to low voltage equipment.
January 1, 1996: Council Directive 89/336 /EEC, approximation
of the laws of the member states related to electr omagnetic
compatibility.
March 9, 1999: Council Directive 99/5/EC, on radio equipment
and telecommunications terminal equipment and the mutual
recognition of their conformity.
A full declaration of conformity, defining the relevant directives
and referenced standards, can be obtained from your Xerox
representative.
In order to allow this equipment to operate in proximity to
Industrial, Scientific and Medical (ISM) equipment, the external
radiation for the ISM equipment may have to be limited or special
mitigation measures taken.
This is a Class A product. In a domestic environment this product
may cause radio frequency interference, in which case the user
may be required to take adequate measures.
Shielded interface cables must be used with this product to
maintain compliance with Council Directive 89/36/EEC.
Safety
x Troubleshooting Guide
Radio and telecommunications equipment directive (Europe only)
Certification to 1999/5/EC Radio Equipment and
Telecommunications Terminal Equipment Directive:
This Xerox product has been self-certified by Xerox for panEuropean single terminal connection to the analog public
switched telephone network (PSTN) in accordance with Directive
1999/5/EC.
The product has been design ed to w ork with the nation al PSTNs
and compatible PBXs of th e following countries:
In the event of problems, contact y our local Xe ro x r epres entative
in the first instance.
This product has bee n tested to, and is compliant with, TBR2 1, a
specification for terminal equipment for use on analog switched
telephone networks in the European Economic area.
The product may be configured to be compatible with other
country networks. Please contact your Xerox representative if
your product needs to be reconnected to a network in another
country. This product has no us er-adjustable settings.
NOTE: Although this product can use either loop disconnect
(pulse) or DTMF (tone) signaling, it should be set to use DTMF
signaling. DTMF signaling provides reliable and faster call setup.
Modification or connection to external control software, or to
external control apparatus not authorized by Xerox, invalidates
its certification.
Austria Germany Luxembourg Sweden
Belgium Greece Netherlands Switzerland
Denmark Iceland Norway United Kingdom
Finland Ireland Portugal
France Italy Spain
Safety
Troubleshooting Guide xi
For further information
For more information on Enviro nment, Health and Safety in
relation to this Xerox product and supplies, please contact the
following customer help lines:
Europe:+44 1707 353434
USA:1 800 8286571
Canada:1 800 8286571
Safety
xii Troubleshooting Guide
Troubleshooting Guide xiii
Introduction
This guide describes how to solve some specific problems that
may occur when you are using the Xerox DocuPrint 96/4635/
180/2000 Series NPS/IPS.
NOTE: You may be using the DocuPrint NPS/IPS software
extension on a DocuPrint 2000 EPS system. The 2000 Series
printer models are the 100, 135, 155, and 180. These printers
are comparable in capabilities to the DocuPrint NPS/IPS models
96, 4635, an d 180.
About this guide
This guide is designed for Xerox DocuPrint 96/4635/180/2000
Series NPS/IPS operator s 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, “Fault masking,” describes how the Model 96/
4635/180 NPS/IPS 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.
Introduction
xiv Troubleshooting Guide
• Chapter 4, “Troubleshooting a Novell implementation,”
describes some ways to troubleshoot a Nove ll
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, “Optimizing print quality,” discusses methods of
checking and improving print quality.
• Chapter 7, “Resolving printer problems,” describes printerrelated problems other than paper jams, and suggests
corrective acti o ns.
• Chapter 8, “Resolving system problems,” describes various
system problems and suggests corrective actions.
An index is provided at the back of the guide.
Conventions
This guide uses the following conventions:
• All caps and angle brackets: Withi n procedures , the names
of keys are shown in all caps within angle brackets (for
example, press <ENTER>).
• Angle brackets: Variable information, or the positi on of a
specified argument in the command syntax, appears in angle
brackets (for example, List Fonts <Pattern>).
• Bold: Within procedures , te xt and number s that you e nter are
shown in bold (for example, enter privilege operator).
• The word “enter” within pr ocedures: The two-step process
of keying in data and p ressing <ENT ER> (for example,
enter y).
• Italics: Document and library names are shown in italics (for
example, the Xerox DocuPrint NPS/IPS Guide to Managing
Print Jobs).
• Quotation marks: Keywords you can enter as arguments
appear in quotes (for example, “USLetter”).
• Vertical bars: Alternatives to specifie d ar guments are
separated by vertical bars (for example, Set Time <Time |
Remote Host Name | IP Address>).
Introduction
Troubleshooting Guide xv
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.
Related publications
The Xerox DocuPrint NPS/IPS documentation set includes the
documents listed below.
NOTE: For a list of IBM reference manuals for IPDS printing,
refer to the Solutions Guide for IPDS Printing.
• 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 Languages
• Installation Planning Guid e
• System Overview Guide
• Troubleshooting G uide
• Solutions Guide for IPDS Printing
• Decomposition Service and Tools Guide
• Glossary
• Master Index
• Generic MICR Fundamentals Guide
• Customer Information Quick Reference Card
• Printer Contr o ller Comman d s Qu ick Reference Ca r d
• Operator Quick Reference Card
• Submitting your Jobs from Macintosh Quick Reference Card
Introduction
xvi Troubleshooting Guide
• 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/IPS Interactive Customer
Documentation CD.
Troubleshooting Guide 1-1
1. Calling 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 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.
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 or 4635 or 180 or 2000
Series NPS/IPS
• Serial number for your printing system (located on the frame
behind the narrow door to the far left, at the front of the
printer)
• Problems you are having with the system.
Additional information you may wish to note prior to calling
includes:
• An expl an atio n of how outpu t d iffers from what was expected.
• An assessment of whether the symptoms fo llow a pattern or
occur randomly.
• A list of special conditions that may be related to the
problems:
– New applications
– Changes made to the software
Calling for service
1-2 Troubleshooting Guide
– Recent service performed
– Previous conditions under which the application has
printed pr operly.
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.
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 ev aluate its perf ormance. The service representative
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. Follow this procedure:
1. Stop all printing and queueing during the remote service
session.
2. Follow the instructions of your ser vice representative to
enable the modem.
3. When the remote service session is complete, disable the
modem.
4. Resume pr inting and queueing.
Refer to the Guide to Configuring and Managing the System,
“Using utility commands” chapter, 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 com mand s u sed 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
while remote service is in process.
Troubleshooting Guide 2-1
2. Fault masking
This chapter describes the behavior of the 96/4635/180 NPS/IPS
while printing with fault conditions.
The DocuPrint 96, 4635, and 180 NPS/IPS enable you to
continue printing while certain faults or conditions exist in parts
of the printer that are not currently in use. Such faults or
conditions are said to be masked. An example of a masked fault
condition is when feeder tray 1 is in use and feeder tray 2 is
jammed, or 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 goes on. A message, preceded by an asterisk,
also appears in line 3 of the message area of the p rinter console .
To display the area containing the masked fault, touch the Fault
List Icon (shown below) on the printer console. The Fault List
Icon appear s.
Figure 2-1. Fault List icon
Fault masking
2-2 Troubleshooting Guide
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 highlight ed in light y ello w . F or greate st printer product ivity,
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) o f t he
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.
Troubleshooting Guide 3-1
3. Troubleshooting Xerox Client
Software installation
Xerox Client Software is downloaded from the printer controller
to a netwo rk client w orkstation to enab le a print command. Ref er
to the Guide to Submitting Jobs from the Client for more
information.
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 conflict
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 that 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 queuing has 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 TCP/
IP address>. V erify th at the TCP /IP addr ess of the printer
controller is the same as the one in the host file on the
client.
4. Check for hardware problems.
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