Xerox DocuPrint 92C Troubleshooting Guide

Xerox DocuPrint 4850/4890/92C NPS/IPS

Troubleshooting Guide

721P90201 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: 721P90201

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.

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. 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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-5

Job recovery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-8 Printer jam clearance areas . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-9 Clearing paper jams from areas 1 and 1A . . . . . . . . . . . . . . . . 4-10 Clearing paper jams from areas 2 and 2A . . . . . . . . . . . . . . . . 4-12 Clearing paper jams from area 3 . . . . . . . . . . . . . . . . . . . . . . . 4-14

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iii

Table of contents

Clearing paper jams from area 4 . . . . . . . . . . . . . . . . . . . . . . . 4-15 Clearing paper jams from area 5 . . . . . . . . . . . . . . . . . . . . . . . 4-18 Clearing paper jams from areas 6 and 6A . . . . . . . . . . . . . . . . 4-20 Clearing paper jams from area 7 . . . . . . . . . . . . . . . . . . . . . . . 4-22 Clearing paper jams from area 8 . . . . . . . . . . . . . . . . . . . . . . . 4-24 Clearing paper jams from area 9 . . . . . . . . . . . . . . . . . . . . . . . 4-25 Adjusting dual stacker tray scuffer arms . . . . . . . . . . . . . . . . . . 4-26 Clearing stitcher/stacker paper jams (areas A and B) . . . . . . . 4-27 Clearing bypass transport paper jams (4890/92C only) . . . . . . 4-28

5. Optimizing print quality. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1

Adjusting print quality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1 Product features that affect PostScript print quality . . . . . . . . . . . . . . . 5-2 Proprietary PostScript extensions . . . . . . . . . . . . . . . . . . . . . . . 5-2 Device-dependent operators . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3

Gray shading—setscreen and setcolorscreen . . . . . . . . . 5-3

Gray shading—settransfer and transfer function . . . . . . . 5-4

Smooth curves—setflat . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5 Invisible strokes—0 setlinewidth . . . . . . . . . . . . . . . . . . . 5-5

Scan conversion—fill, eofill, and stroke . . . . . . . . . . . . . . 5-5

6. Resolving printer problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1 7. Resolving system problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1

iv	Troubleshooting Guide

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 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.

Troubleshooting Guide						v

Safety

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 information concerning ozone, call 1-800-828-6571 to request the Xerox publication 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 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.

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Safety

•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.

Operation safety: Europe

This Xerox product and supplies are manufactured, tested and certified to strict safety regulations, electromagnetic regulations and established environmental standards.

Any unauthorised alteration, which may include the addition of new functions or connection of external devices, may impact the product certification.

Please contact your Xerox representative for more information.

Warning markings

All warning instructions marked 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 surfaces, which should not be touched.

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Safety

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 meets the requirements, please consult your local power company for advice.

WARNING

This product must be connected to a protective 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 feature. Always connect equipment to a properly grounded electrical outlet. If in doubt, have the outlet checked by 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 opening in the enclosure of the product are provided 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 hazardous areas is restricted with covers or guards, which would require a tool to remove. Never remove these covers or guards.

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Safety

Maintenance

Any operator product maintenance procedures will be described in the user documentation 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 electromagnetic 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.

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ix

Safety

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 designed to work with the national PSTNs and compatible PBXs of the following countries:

Austria	Germany	Luxembourg	Sweden
Belgium	Greece	Netherlands	Switzerland
Denmark	Iceland	Norway	United Kingdom
Finland	Ireland	Portugal
France	Italy	Spain

In the event of problems, contact your local Xerox representative in the first instance.

This product has been tested to, and is compliant with, TBR21, 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 user-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.

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Safety

For further information

For more information on Environment, Health and Safety in relation to this Xerox product and supplies, please contact the following customer help lines:

Europe:[phone]

USA:1 800 8286571

Canada:1 800 8286571

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xi

Safety

xii	Troubleshooting Guide

Introduction

This guide describes how to solve some specific problems that may occur when you are using the Xerox DocuPrint 4850/4890/

92C NPS/IPS.

About this guide

This guide is designed for Xerox DocuPrint 4850/4890/92C NPS/

IPS operators.

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, “Optimizing print quality,” discusses methods of checking and improving print quality.

•Chapter 6, “Resolving printer problems,” describes printerrelated problems other than paper jams, and suggests corrective actions.

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Introduction

•Chapter 7, “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: 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 (for example, enter privilege operator).

•The word “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 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 specified arguments are separated by vertical bars (for example, Set Time <Time |

Remote Host Name | IP Address>).

xiv	Troubleshooting Guide

Introduction

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 Guide

•System Overview Guide

•Troubleshooting Guide

•Solutions Guide for IPDS Printing

•Decomposition Service and Tools Guide

•Glossary

•Master Index

•Customer Information Quick Reference Card

•Printer Controller Commands Quick Reference Card

•Operator Quick Reference Card

•Submitting your Jobs from Macintosh Quick Reference Card

•Submitting your Jobs from UNIX & DOS Quick Reference

Card

xv	Troubleshooting Guide

Introduction

•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.

xvi	Troubleshooting Guide

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 4850 or 4890 or 92C NPS/ IPS

•Serial number for your printing system (located on the frame inside the printer, behind the door to feeder trays 1 and 2)

•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

Troubleshooting Guide

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Calling for service

–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.

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 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 service representative to enable the modem.

3.When the remote service session is complete, disable the modem.

4.Resume printing 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 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 while remote service is in process.

1-2	Troubleshooting Guide

2.Troubleshooting Xerox Client Software installation

Xerox Client Software is downloaded from the printer controller to a network client workstation to enable a print command. Refer 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>. 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.

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2-1

Troubleshooting Xerox Client Software installation

•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.

The following table 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	Appears if any of the client files are missing at
occurred during the transfer of files. Please verify	the end of installation.
that all files have been transferred and contact your
system administrator for assistance.
Usage: <Printer__Controller__Name> or	Appears when the Printer Controller Name is
Usage: instsun4 <Printer__Controller__Name> or	not used as the argument to the installation
Usage: instsun3 <Printer__Controller__Name> or	commands. The <Printer__Controller__Name>
Usage: instult <Printer__Controller__Name>	is the name of the Printer Controller that the
	installation commands use to install the Client
	Software.
The attempt to communicate to the	UNIX clients only. Indicates that the installation
<Print__Controller__Name> has failed. Make sure	script’s attempt to communicate with the Printer
the name <Print__Controller__Name> is correct.	Controller has failed.
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	UNIX clients only. Indicates problems occurred
Server. Verify disk space. If the problem still exists,	while using ftp to the Printer Controller to
contact your system administrator for assistance.	retrieve client files.
Problems may have occurred in setting permissions	UNIX clients only. Indicates that the installation
for the executables. You have to be at the super user	script’s attempt to set permissions for the
level to install. Please contact your system	executables in
administrator for assistance.	/usr/xerox/client/nps/bin has failed.
Problems may have occurred in making the	UNIX clients only. Indicates that the attempt to
commands available. Please contact your system	copy the executables in /usr/xerox/client/nps/bin
administrator.	to
	/usr/bin has failed.
Unable to set permission for dir <path>. You have to	UNIX clients only. Indicates that the attempt to
be at the super user level to install. Contact your	set permission for the client directory structure
system administrator for assistance.	has failed. Make sure that you are executing the
	installation script at the super user level.

2-2	Troubleshooting Guide

3.Troubleshooting a Novell implementation

The tables in this chapter describe some ways to troubleshoot a Novell implementation from the log messages that appear in the var/log/DocuPrint.

The following table describes how to troubleshoot PSERVER problems.

Table 3-1. PSERVER problems

Problem	Probable Cause	Resolution
Log message says there	NPS/IPS is not getting SAP packets	If there is an external connectivity
is a problem locating a	for the server.	problem:
NetWare server.	• There is a basic connectivity or	• Check Novell file server
	routing problem.	console screen for messages.
	• The framing type has been set	• Check that the server is
	incorrectly during installation.	running and connected to the
	• The file server name has been set	network.
		If it is an incorrect framing type or
	incorrectly during installation.
		server name, your Xerox service
		representative must change the
		configuration on the printer
		controller.
Log message says there	NPS/IPS is getting SAP packets with	If there is an external connectivity
is an error in connecting	information about the server, but	problem:
to the file server.	cannot communicate with it.	• Check Novell file server
	• There is a basic connectivity or	console screen for messages.
	routing problem.	• Check that the server is
	• NPS/IPS has an incorrect network	running and connected to the
	number.	network.
		If it is an incorrect network
		number, your Xerox service
		representative must change the
		configuration on the printer
		controller.

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