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
Troubleshooting Guide 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
Laser safety
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,
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.
OZONE
.
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.
vi Troubleshooting Guide
• 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
Safety
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.
Troubleshooting Guide vii
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.
viii Troubleshooting Guide
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.
Safety
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.
Troubleshooting Guide 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.
x Troubleshooting Guide
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:+44 1707 353434
USA:1 800 8286571
Canada:1 800 8286571
Safety
Troubleshooting Guide xi
Safety
xii Troubleshooting Guide
About this 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.
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.
Troubleshooting Guide xiii
Introduction
Conventions
• Chapter 7, “Resolving system problems,” describes various
system problems and suggests corrective actions.
An index is provided at the back of the guide.
This guide uses the following conventions:
•
All caps and angle brackets:
of keys are shown in all caps within angle brackets (for
example, press <ENTER>).
•
Angle brackets:
specified argument in the command syntax, appears in angle
brackets (for example, List Fonts <Pattern>).
•
Bold:
shown in bold (for example, enter
•
The word “enter” within procedures:
of keying in data and pressing <ENTER> (for example,
enter y).
•
Italics:
example, the
Print Jobs
•
Quotation marks:
appear in quotes (for example, “USLetter”).
•
Vertical bars:
separated by vertical bars (for example, Set Time <Time |
Remote Host Name | IP Address>).
Within procedures, text and numbers that you enter are
Document and library names are shown in italics (for
).
Variable information, or the position of a
Xerox DocuPrint NPS/IPS Guide to Managing
Keywords you can enter as arguments
Alternatives to specified arguments are
Within procedures, the names
privilege operator
The two-step process
).
xiv Troubleshooting Guide
Introduction
NOTE: Notes are hints that help you perform a task or
understand the text.
Cautions alert you to an action that could damage hardware or
software.
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.
CAUTION
WARNING
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 Language
•
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
s
•
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 1-1
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
“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.
Guide to Configuring and Managing the System
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
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
Guide to Submitting Jobs from the Client
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.
for more
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
name>;
IP address>
controller is the same as the one in the host file on the
client.
4. Check for hardware problems.
if that fails,
. Verify that the TCP/IP address of the printer
enter ping <Printer Controller TCP/
ping <Printer Controller
Troubleshooting Guide 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
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 attempt to
copy the executables in /usr/xerox/client/nps/bin
to
/usr/bin has failed.
UNIX clients only. Indicates that the 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.
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
is a problem locating a
NetWare server.
Log message says there
is an error in connecting
to the file server.
NPS/IPS 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.
NPS/IPS is getting SAP packets with
information about the server, but
cannot communicate with it.
• There is a basic connectivity or
routing problem.
• NPS/IPS 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 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 printer
controller.
Troubleshooting Guide 3-1
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