Xerox DocuPrint 96 Troubleshooting Guide

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

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.

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

Troubleshooting Guide iii

Table of contents

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

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 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.

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 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.

vi Troubleshooting Guide

• 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

Safety

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.

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 meet s the requirem ents, please consult your local power co mpany for advice.

WARNING

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.

viii Troubleshooting Guide

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.

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 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.

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 design ed to w ork with the nation al PSTNs and compatible PBXs of th e 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 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.

x Troubleshooting Guide

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

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 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.

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.

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.

Troubleshooting Guide xiii

Introduction

Conventions

• 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.

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>).

xiv Troubleshooting Guide

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.

Introduction

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 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

Troubleshooting Guide xv

Introduction

• 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.

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 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

Troubleshooting Guide 1-1

Calling for service

– 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.

1-2 Troubleshooting Guide

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

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 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.

2-2 Troubleshooting Guide

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.

Troubleshooting Guide 3-1

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