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.
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
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.
Contents
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
Troubleshooting Xerox Client Software insta llation
• 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 3-1. Xerox Client Software installation error messages
Error message Description
Installation not complete. Problems may have
occurred during the transfer of files. Please verify
that all files have been transferred and contact your
system administrator for assistance.
Usage: <Printer__Controller__Name> or
Usage: instsun4 <Printer__Controller__Name> or
Usage: instsun3 <Printer__Controller__Name> or
Usage: instult <Printer__Controller__Name>
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.
3-2 Troubleshooting Guide
4. Troubleshooting a Novell
implementation
The tables in this chapter describe some ways to troubleshoot a
Nove ll impleme ntation fr om the log m essages that appear in t he
var/log/DocuPrint.
The following table describes how to troubleshoot PSERVER
problems.
Table 4-1. PSERVER problems
Problem Probable Cause Resolution
Log message says there
is a problem locating a
NetWare server.
Log message says there
is an error in connecting to
the file server.
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 4-1
Troubleshooting a Novell implementation
Table 4-1. PSERVER problems (Continued)
Problem Probable Cause Resolution
Log message says there
is a failure to log in.
Log message indicates
failure to login and
password settings are
correct.
Log message says "Error
finding queue."
Password problem.
• Server does not accept
unencrypted logins
• NPS/IPS does not have the correct
password.
A PSERVER with the printer's
PSERVER name is running on the file
server or on another machine (this
could even be another NPS/IPS
configured to use the same PSERVER
name). The file server should only
have a PSERVER defined with the
same name as the printer’s
PSERVER, th ere should not be an
instance of PSERVER running under
that PSERVER definitio n.
Queue not created. At the file server, create the queue,
If the server is not properly
configured, enter SET ALLOW
UNENCRYPTED
PASSWORDS=ON at the server
console.
If NPS/IPS has the wrong
password, your Xerox service
representative must change the
password.
Stop the PSERVER instance.
set up the printer for the
PSERVER and be sure it will
service the appropriate queue.
Log message says
"Netware PServer
<name> not found.”
Log message says that
there was an error
attaching to the queue.
The PSERVER has not been defined
on the file server.
NPS/IPS does not have access to the
queue.
Define a PSERVER with the
correct n ame on the fi le server and
restart t he system.
Ensure that there is a printer
defined for the PSERVER on the
file server and that the printer is
defined to service the desired
queue.
4-2 Troubleshooting Guide
Troubleshooting a Novell implementation
The follo w ing table describes troubleshooting RPRINTER
problems.
Table 4-2. RPRINTER problems
Problem Probable Cause Resolution
Log message says:
• "Cannot locate any
Netware print server
from the net."
• "Requested server
<name> not
responding.”
NPS/IPS is not getting SAP packets
advertising the print server.
• There is a basic connectivity or
routing problem.
• The incorrect framing type has
been set.
• The print server is not running. For
RPRINTER, there must be a
PSERVER runnin g on the file
server with the name specified to
NPS/IPS at installation time.
If there is an external connectivity
problem: PSERVER should work
when it is repaired.
If it is an incorrect framing type,
your Xerox serv ice re pr es en t at ive
must change the configuration on
the printer controller.
If print server is not running, start
one.
Troubleshooting Guide 4-3
Troubleshooting a Novell implementation
4-4 Troubleshooting Guide
5. Clearing paper misfeeds and jams
This chapter shows the steps for clearing paper misfeeds and
jams from various areas of the printer.
Clearing a feeder tray fault
When paper is misfed from the paper trays, complete the
following steps:
1. Go to the paper tray indicated by the message and graphic
displays of the printer console.
2. Press the Tray Unlock button o n the front left of the paper tr a y.
Troubleshooting Guide 5-1
Clearing paper misfeeds and jams
3. When the Ready To Open indicator is lit, pull the bar up and
out to open the tray. Pull the tray all the way out for best
results.
4. Press the green lever to unlatch the paper feeder assembly.
5. Remove and discard any partially fed paper. Make sure that
the paper supply is neatly stacked and that the stack is not
higher than the MAX line on the length guide. Make sure
that the length guide is firmly touching the back edge of the
stack.
5-2 Troubleshooting Guide
Clearing paper misfee ds and jams
6. Latch the paper feeder assembly by pressin g the green dot
until the assembly clicks into place.
Frequent misfeeds
7. Slide the tray back into the printer until the tray latches and
press the Continue button to resume printing.
8. Discard any pages sent to the sample tray or unused stacker
tray when the paper jam was detected.
NOTE: If the 96/4635/180 NPS/IPS does not continue printing
after a paper tray fault or after paper is loaded, open and close
the tray. The system should resume printing.
Frequent misfeeds may be caused by a glazed feed belt. A
glazed belt is the most common cause of one tray misfeeding
more than another tray when the same kind of paper is used.
(Glazing is caused by a buildup of the chemicals found on most
papers.)
If you suspect that the belt is glazed, try cleaning it with film
remover that is obtained from your servi ce representative.
Troubleshooting Guide 5-3
Clearing paper misfeeds and jams
Clean the feed belt only to correct misfeeds, not as routin e
maintenance. Because the belt is rubber, frequent cleaning dries
it out and makes it fail prematurely.
1. Clear any misfeeds that have occurred, but do not latch the
paper feeder assembly. If necessary, unlatch it by pressing
down on the brig ht green lever on the right side of the paper
tray.
CAUTION
2. Lightly moisten a lint-free towel with film remover and
thoroughly wipe the outside surface of the feed belt in the
same direction as the ribs on the belt. (Wiping from side to
side might pull the belt off its track.) Allow a few seconds for
the film remover to evaporate.
5-4 Troubleshooting Guide
Clearing paper misfee ds and jams
3. Latch the paper feeder assembly by pressing down on the
bright green dot . Slide the paper tr a y completely back into the
printer
Clearing paper jams
Operate the system as usual. If y ou still e xperience misf eeds,
place a service call.
Detailed message labels i nside of the printer tell y ou how to clea r
the jam.
Each handle, lever, or knob that must be moved to clear a jam is
bright green and marked with an arrow indicating the direction it
moves.
Troubleshooting Guide 5-5
Clearing paper misfeeds and jams
Follow these steps to clear a paper jam:
1. Go to the area of the prin ter that is i ndicated b y the displ ay o n
the printer console.
NOT READY
Fault Instructions
Clear any paper in areas 8, 15, 16, 17, and 18
Follow the instructions on the labels 8,15,16,17,and 18 to clear paper from theses areas.
Clear any paper in areas 8, 15, 16, 17, and 18
Clear
2. Open any printer doors necessary to access the area.
3. To clear the jammed paper from the area, follow the
instructions on the message labels inside of the printer and
on the printer console. Refer to the section “Printer areas” for
more information.
NOTE: You may find that the printer has already cleared the
jam and sent the paper to the sample or purge tray.
4. Close any printer doors that were opened.
5. Press the Continue button to resume printing.
6. Discard any damaged sheets sent to the sample tray or purge
tray.
NOTE : You may find that the printer ha s already cl eared the j am
and sent the pa per to the sample or purge tray.
5-6 Troubleshooting Guide
Clearing paper misfee ds and jams
Checking job integrity following a paper jam
There is a sligh t possibility of dupli cate or missing pages when a
paper jam occurs while a job prints. For that reason, you should
check for job integrity once the job has been pr inted.
Follow this procedure:
1. The printer offsets the rest of the job following a paper jam.
Locate that section.
2. Check this section an d the sheets immediatel y before the first
offset sheet to see if there are any missing or duplicate
sheets in the job.
3. Check the output for data missing from the pages.
Printer areas
This section provides illustrations of the various areas of the
printer where jams may occur .
The following illustration shows all the jam clearance areas for
the 96/4635/180 printer.
Areas 17, 18
Area 8
Areas
19, 20
Area6Areas 2,
3,4,5,7,
9,10
Areas
14,15,
16
Area13Areas
11,12
Area13Areas
11,12
The following illustrations show the individual jam clearance
areas of the 96/4635/180 printer.
Troubleshooting Guide 5-7
Clearing paper misfeeds and jams
Area 2
Area 2
Area 3
5-8 Troubleshooting Guide
Area 4
Clearing paper misfee ds and jams
Area 5
Troubleshooting Guide 5-9
Clearing paper misfeeds and jams
Area 6
5-10 Troubleshootin g Guide
Area 7
Clearing paper misfee ds and jams
Troubleshooting Guide 5-11
Clearing paper misfeeds and jams
Area 8
NOTE : If jammed paper rips as y ou a re r emo ving it f rom a rea 8,
you may need to use the pinch lever in area 9 to remove the
paper. Ref er to the “Notes” section following the figure illustrating
area 9.
5-12 Troubleshootin g Guide
Area 9
Clearing paper misfee ds and jams
NOTE: Pull the area 9 green lever toward you to unlatch it. Make
sure you relatch the lever once you have cleared any paper in
this area. You may also want to pull out tray 1 and hold the green
lever down in order to remove paper wedged in this area m ore
easily.
Area 9 also has a green knob (located to the right of the leve r),
which can be turned to help you clear paper.
Using the pinch lever to access area 9: If you have difficulty
removing paper from this area, you can use the pinch lever
located further inside area 9. Follow this procedure:
1. Locate the green pinch lever directly behind area 9.
2. Carefully reaching your hand into the area, press the edges
of the pinch lever and lift it up.
3. Remove any paper caught in this area.
Troubleshooting Guide 5-13
Clearing paper misfeeds and jams
4. Replace the green pinch lever to its original position.
5. Discard any paper you removed.
Area 10
5-14 Troubleshootin g Guide
Area 11
Clearing paper misfee ds and jams
Troubleshooting Guide 5-15
Clearing paper misfeeds and jams
Area 12
NOTE: For 180 printers, when clearing area 12, you are
required to clear areas 12 and 13.
5-16 Troubleshootin g Guide
Area 13
Clearing paper misfee ds and jams
Area 14
NOTE: You may sometimes find paper lying on top of area 14,
even though there is no message that indicates a jam in this
area. Discard the paper.
Troubleshooting Guide 5-17
Clearing paper misfeeds and jams
Area 15
5-18 Troubleshootin g Guide
Area 16
Clearing paper misfee ds and jams
NOTE: For 180 printers, when clearing area 16, you are
required to clear areas 16 and 17.
Troubleshooting Guide 5-19
Clearing paper misfeeds and jams
Area 17
5-20 Troubleshootin g Guide
Area 18
Clearing paper misfee ds and jams
NOTE: Sometimes the messages at the printer console direct
you to discard the last sheet from the stack following a jam in
area 18. Check for this message when clearing a paper jam in
area 18 .
If your printer has frequent jams in this area, you may need to
clean the Q1107A sensor. Refer to the “Cleaning the sensors
and the reflecting surfaces” section of the Guide to Performing
Routine Maintenance.
Troubleshooting Guide 5-21
Clearing paper misfeeds and jams
Clearing bypass transport paper jams
If your printer is configured with a bypass transpor t module, you
should check for paper jams in areas 19 and 20 after clearing a
paper jam in area 18.
To clear bypass transport jams:
1. Open the bypass transport module door.
2. Locate area 19 and press the green lever in the direction of
the arrow that is printed on the lever.
Area 19
3. Remove any paper in the exposed area.
4. Press the green lever to the left until the latch catches.
5. Locate area 20 and press the green lever in the direction of
the arrow that is printed on the lever.
5-22 Troubleshootin g Guide
Area 20
Clearing paper misfee ds and jams
6. Remove any paper in the exposed area.
7. Press the green lever down and to the left until the latch
catches.
8. Close the bypass transport
Paper curl and paper jams
Too much curl in the pap er sto c k can ca use pa per jam s. You can
adjust the decurler lever to eliminate most of these problems.
Refer to the paper curl chart at the end of this chapter to
determine the amount of curl in the paper stock.
Troubleshooting Guide 5-23
Clearing paper misfeeds and jams
Measuring the paper curl
To measure the paper curl:
1. Print five one-sided (simplex) 8.5 by 11 inch or A4 sheets.
2. Measure the amount of curl in the prints by holding the five
prints in the top center of the short edge.
Keep the image toward you.
Figure 5-1. Measuring the paper curl
3. Place the bottom edge of the prints over the paper curl
measurement chart located at the end of this chapter.
• If the print curl on the printed paper stock measures
between +2 and -2, do not change the decurler setting.
• If the curl is between +2 and +3, or -3 and -4, use the
following procedure to adju st the decurler lever.
5-24 Troubleshootin g Guide
Adjusting the decurler lever
To adjust the decurler lever:
1. Open the right door of the printer and locate the decurler
lever.
Clearing paper misfee ds and jams
Figure 5-2. Decurler lever
2. If the print curl i s +2 or more, mov e t he gre en decurler l e ver to
the right.
3. If the print is -3 or more, move the green decurler lev er to th e
left.
4. If the decurler adjustment does not eliminate the paper curl
problem, turn the paper stack over in the feeder tray.
5. If there is still a paper curl problem, perform steps 1 to 4
again.
6. If all else fails, insert paper from a new ream.
Troubleshooting Guide 5-25
Clearing paper misfeeds and jams
Figure 5-3. Paper curl chart
5-26 Troubleshootin g Guide
6. Optimizing print quality
This chapter discusses metho ds of checking and improving print
quality.
NOTE: One way to test print quality is to print a sample
document. For information on printing sample documents, refer
to the Guide to Configuring and Managing the System.
Installing the custom transfer assist blade
If you use nonstandard paper sizes, you should install the
custom transfer assist blade to ensure good print quality.
CAUTION
The custom transfer assist blade comes as a kit with detailed
instructions. Be sure to follow the instructions carefully.
To prevent damage to the printer, have your service
representative show you how to customize and install a custom
transfer assist blade for the first time.
You must use the standard transfer assist blade with standard
paper of the following sizes:
• In U.S. markets
– 11.1—11.4 inches (282—290 mm)
– 11.8—12.1 inches (300—307 mm)
– 13—13.5 inches (330—343 mm)
• In non-U.S. markets
– 11.1—11.4 inches (282—290 mm)
– 11.8—12.1 inches (300—307 mm)
NOTE: With these paper sizes, transfer efficiency may be
reduced.
Troubleshooting Guide 6-1
Optimizing print quality
Correcting skewed printing
If the printed output is repea tedly delivered with the image
skew e d ( cr oo ked on the page), or the pages are d amag ed w he n
delivered to the output bin, you may need to adjust the
registration transport roll (heavy paper) levers. This may occur
with heavy weight papers. Follow this procedure to correct this
situation:
1. Open the right and left doors of the printer and locate the
heavy paper levers, behind areas 2 and 4.
2. Pull the levers forward (toward you) on the silver latch
release.
3. Turn both of the levers to the left (counter-clockwise), as
illustrated in the following figure.
Figure 6-1. Adjusting the registration transport roll levers
NOTE: If your system is equipped with the optional 7 by 10inch paper enab lement kit, it has thr ee le vers , as shown in th e
next illustration. (This kit is not available for the Model 96
NPS/IPS.)
Turn the left-most le v er to th e left (co unter-c loc kwise) an d the
other two levers to the right (clockwise).
6-2 Troubleshooting Guide
Optimizing print quality
Figure 6-2. Three registration transport roll levers on
system with 7 by 10-inch enablement kit
a. Lever 1: Left - Maximum Pressure setting
b. Leve r 2: Right - Maximum Pressure setting
c. Lever 3: Right - Maximum Pressure setting
4. When the print job is complete, return the levers to their
norma l position.
5. Close the doors.
NOTE: Here are a few things for adjusting the registration
transport roll lever:
• Position all lev ers f or the same (either minimum or maximum)
pressure setting. Do not intermix the positions of the levers.
• Paper greater than 14 inches / 352 mm in any dimension is
considered oversized.
• Paper heaver than 24 pounds / 90 gsm is considered heavy
weight.
• The following factors may affect the positioning of the paper
levers:
– Machine tolera nce
– Paper supplier
– Job type (e.g., duplex).(clockwise).
Troubleshooting Guide 6-3
Optimizing print quality
Product features that affect PostScript print quality
You can improve the appearance of your documents by being
aware of potential problems created through the use of
proprietary PostScript extensions and device-dependent
operators.
Proprietary PostScript extensions
PostScript masters that use proprietary printer features may
cause appearance inconsistencies between different Po stScr ipt
printers. Some PostScript printers contain proprietary P ostS cript
extensions. For example, some versions of the Apple Macintosh
PostScript driver download encrypted proprietary image
“smoothing” operators to Apple LaserWriters. The downloaded
PostScript code uses the product operator to determine if it is
being used on a LaserWriter. If not, the proprietary c ode is
bypassed by doing a flushfile. This allows the PostScript master
to print on non–LaserWriter products. As a result, PostScript
masters generated on a Macintosh with Apple proprietary
features may produce output that varies between LaserWriter
and non–LaserWriter PostScript printers.
Device-dependent operators
Some P ostScript operators result in de vice-dependen t PostScript
files. “Device dependence” means that devices having different
output characteristics may produce different-looking o utp ut even
though they use the same software. This section documents the
most serious examples of device dependence. The PostScript
Language Reference Manual, second edition, lists all of the
graphics state operators that are considered device-dependent.
Gray shading—setscreen and setcol or s cre en
The PostScript operators setscreen and setcolorscreen control
the PostScript halftone software that simulates various intensity
levels of gra y an d color inks. Since each PostScript product ma y
have a different default halftone definition, the halftone patterns
and gray scale range may differ also. Because setscreen is
inherently device dependent (especially when used for pattern
fills), PostScript masters look different on almost every different
model of PostScript printer.
6-4 Troubleshooting Guide
Optimizing print quality
The operators are also used to pe rform pattern fills, since
PostScript Level 1 does not have a pattern fill operator.
(PostScript Level 2 has pattern fill operators.) As stated in the
PostScript Language Re ference Manual, first edition,
“Remember that everything pertaining to halftones is, by
definition, device-dependent. In general, when an application
provides its own halftone specifications, it sacrifices portability.
Associated with every device is a default halftone definition that
is appropr i ate for most applications.”
In addition to the device-dependent nature of halftoning, a spot
function is used by setscreen and setcolorscreen to determine
the order of pixel darkening in the halftone cell. When two pixels
have the same spot function value, their ordering values are
determined arbitrarily. Duplicate spot function values are very
common. In fact, almost all the various default spot functions
generate duplicate values. Therefore, different PostScript
implementations yield different halftone patterns, resulting in
visual differences in the output.
Gray shading—settransfer and transfer function
The PostScript operators settransfer and setcolortransfer are
used to change the procedure for mapping perceived color
values in th e out put of the print device into specified color values
in the PostScript master. PostScript devices use an internal
transfer array or procedure that takes into account the printing
characteristics of their marking engines in order to produce
levels of color.
Transfer functions are called by the setcmykcolor, setbsbcolor,
setrgbcolor, and setgray operator before processing of the
desired color level that is specified in the master. The transfer
function takes a value from the stack and leaves another value
on the stack for each color component (red, green, blue, and
gray).
The PostScript language provides a scheme for overwriting the
internal transfer function of a printing device by providing the
settransfer and setcolortransfer operators. However, some
Xerox PostScript devices do not allow you to overwrite their
internal transfer function.
Typically, a master tries to replace the internal transfer function
with a null transfer function such as:
{} settransfer, or
{} {} {} {} setcolortransfer
Troubleshooting Guide 6-5
Optimizing print quality
If either of the above procedures is successful, the transfer
functions return the same color levels that are passed to them
without modifying or map pi ng th e l evel. On printers wh i ch do not
allow the overwriting of the transfer function, the settransfer
operator does not affect the mapping of gray values between th e
output of the print device and specified levels of color.
NOTE: Settransfer actually sets the transfer functions for all
four color components ( r ed, green, blue, and gray) to the same
value. The setcolortransfer operator sets the transfer functions
individually.
Smooth curves—setflat
PostScript masters that use the PostScript operator setflat
produce inconsistent output across different PostScript printers.
setflat controls curve rendering smoothness. PostScript curve
operators use cubic Bezier control points to define the curve
shape. These curves can be rendered from straight line
segments. Normally the line segments are so short that the
curve appears smooth. The setflat operator indirectly controls
the length of the straight line segments. As stated in the
PostScript Language Re ference Manual, second edition, “If the
flatness parameter is large enough to cause visible straight line
segments to appear, the result is unpredictable. Setflat sets a
graphics state parameter whose effect is device-dependent. It
should not be used in a page description that is intended to be
device-independent.”
Invisible strokes—0 setlinewidth
P ostScript masters that use the P ostScript ope rator setlinewidth
are not consistent across different PostScript printers.
setlinewidth controls the width of a stroked line. When
setlinewidth is ex ecuted with an input of zero, it produces a line
that is one pix el wide . On d e vices whose dot size is small, singlepixel-width lines may be invisible.
Scan conversion—fill, eofill, and stroke
Scan conversion algorithms are implementation-dependent, so
different PostScript printers paint (“turn on”) different dots,
resulting in output differences. For filled circles, PostScript
printers differ in the dots the y paint at the edge of the circle; thus,
some printers produce slightly larger circles than others. For
large circles this is not noticeable, but for small circles, it is.
6-6 Troubleshooting Guide
Optimizing print quality
Sections 2.2 and 6.5 of the PostScript Language Reference
Manual, second edition, discuss scan conversion. Section 6.5
states that scan conversion details are not part of the PostScript
standard.
Troubleshooting Guide 6-7
Optimizing print quality
6-8 Troubleshooting Guide
7. Resolving printer problems
This chapter describes various system problems and suggests
corrective actions.
Symptom Probable cause Action
Papers are thrown around
the stacker.
Paper stack falls over or
slides around the bin
Printing stops and the
printer console displays a
message indicating that an
incorrect paper size is
loaded in a feeder tray.
Someone unloaded paper
by opening the top cover of
the stacker bin.
Excessive paper curl Try adjusting for paper curl (See “Paper curl
Incorrect paper size, a
misfeed in feeder trays 3 or
4, or a damaged sheet.
Unload the bin following the normal
procedure. See “Unloading Stacker bin” in
Guide to P er form ing Ro uti ne M ain tena nce ).
and paper jams” in Guide to Performing
Routine Maintenance
1. Check the paper in the indicated tray.
2. Check trays 3 and 4, and remove any
miisfed sheets.
3. If the paper is not the correct size, load
the correct size paper.
If the paper size is correct, press the
Continue button to resume printing.
Troubleshooting Guide 7-1
Resolving prin te r pr ob lems
7-2 Troubleshooting Guide
8. Resolving system problems
This chapter describes various system problems and suggests
corrective actions.
NOTE: The syntax for the actions listed is f or CLI use rs. If using
the GUI, refer to the online help for equivalent procedures.
Symptom Probable cause Action
Blank display: pressing a
key fails to restore image.
NOTE: If you have a
SunBlade 1000, the
monitor takes one minute
to display following restart.
Do not restart the system
while waiting for the
monitor to display.
The first job to print after a
reboot or a diagnostics
session takes 30 to 60
seconds longer than usual.
User says a job is not
printing.
Monitor is powered off;
brightness and contrast
controls are misadjusted;
or there’s a more serious
problem.
This is normal operation. No action is needed. Subsequent jobs should
The jobs is ineligible due to
unavailable resource.
Queueing is stopped. • Enter Show Status.
The virtual printer is
stopped.
1. Make sure that the monitor is powered
on.
2. Make sure that the brightness and
contrast controls (if available) are turned
far enough to the left to brighten the
screen.
3. If the monitor is powered on and controls
are turned to the left, call the service
representative.
print without a delay.
• Enter List Documents Ineligible.
• Load the appropriate resource.
• Enter the Start Queueing command.
• Enter List Virtual Printers.
• Enter Start Virtual Print er
<printer_name>.
The jobs are held. • Enter List Documents Held.
• Release the job if appropriate.
The job never arrived. • Enter List Documents All.
• Ask the user to resend. If the job still does
not arrive, consult with the network or
workstation administrator.
Troubleshooting Guide 8-1
Resolving system problems
Symptom Probable cause Action
No jobs appear to be
printing.
Queueing or printing may
be stopped.
Scheduling policy may be
First Come First Served
(FCFS) and the next job
may be ineligible.
Possible system problem • Enter Print Sample Document to see if
Printer controller is not
communicating with the
network. (Does not apply
to channel-attached host.)
Printer controller is off or
needs to be restarted.
• Enter Show Status.
• Enter Start Queueing or Printing.
• Enter Show Scheduling Policy to
determine current se tting.
• If scheduling policy is FCFS and the next
job is ineligible, no jobs will print. Either
load the media the job is waiting for, or
Set Scheduling Policy to
ResourceMatch so the next eligible job
prints.
jobs can print from the controller to the
printer.
• If the sample document does not print,
there may be a system problem.
• Ping the printer controller; check the
cabling/connections.
• Reconnect the network cable. Use the
network di agnostics to ch eck the networ k
devices.
• Check the printer controller operation.
• Restart the printer controller.
User cannot send a job
from a workstation.
The workstation is not
communicating with the
network.
For TCP/IP: Printer
controller host name and
address are not in the
workstation hosts file.
• Ping the printer controller or another
workstation. Look at the workstation
network cable.
• Reconnect the network cable.
• View the workstation hosts file.
• Add the printer controller name and
address to the hosts file.
8-2 Troubleshooting Guide
Symptom Probable cause Action
Resolving system problems
Job prints on the wrong
paper, or is otherwise not
as expected.
Job prints correctly on the
right media, but an error
message on the trailer
page indicates a media
error.
Paper in the tray and tray
settings do not match.
Job has a job ticket and
specified virtual printer has
SkipJTPreScan set to
True. (Does not apply to
IPDS.)
Job has attributes from
some other source (DSC,
embedded from job ticket,
etc.)
User error in entering print
options from the client
workstation.
There are PostScript
setpagedevice operators in
the job that specify the
media to use, and the job
submission method or
virtual printer specified
other media.
• Check the trays and Enter Show Status.
• Change paper in the tray or set the
correct paper type using Set Tray.
• Enter List Virtual Printers.
• Send to another virtual printer with
SkipJTPreScan se t to Fals e.
• Enter Show Document Attributes.
• Resend if necessary. Enter Change
Document Attributes to specify desired
attributes.
• Ensure that “Fit to Paper” or an
equivalent selection is not selected in
user print driver.
• Enter Show Document Attributes.
• Resend if necessary using correct
options, or enter Change Document
Attributes to specify the desired
attributes.
• Enter Show Document Attributes to
view the requested media and compare
with output. Then check the PostScript
code of the file. You can enter Examine
Document, but it may be easier to do this
from a user workstation.
• If the job has printed as desired, do
nothing. If you want the job to print using
the media set by the setpagedevice
operators, do not use a job submission
method that creates a job ticket, or use a
virtual printer with SkipJTPreScan set to
True, and no media attributes.
Troubleshooting Guide 8-3
Resolving system problems
Symptom Probable cause Action
The IPDS host receives a
Not Ready message from
the DocuPrint NPS/IPS.
If a virtual printer is
specified for a job, and the
virtual printer properties
are changed, then the
virtual printer stops and
sends a not ready
message to the host.
Queueing has stopped.
The job pool manager
cannot accept any jobs
when queuing has
stopped.
The IPDS job is not
selected for printing
because printing has
stopped.
Out of paper condition 1. Enter Show Status.
1. Enter Show Status to ensure there is no
other problem. If you have a stoppage
due to the status shown, correct the
problem status.
2. Enter List Virtual Printer or Show IPDS
Virtual Printer to see if the virtual printer
is stopped.
3. Enter Star t Vir tua l Prin t er <v pn a m e> .
1. Enter Show Status to determine if
printing is stopped.
2. Enter Star t Queu eing .
1. Enter Show Status to determine if
printing is stopped.
2. Enter Show IPDS Status to determine if
IPDS printing is stopped.
3. Enter Star t Pr in ti ng or Start IPDS
Printing.
2. Reload the paper tray.
Restarting the
system
after an error
condition when
printing an IPDS
job
To restart the system after you have cleared an error condition:
1. Drain the printer at th e host. ( Follow procedures for your host
system.)
2. In an MVS environment, cancel the FSS (Functional
Subsystem), which automatically drains the printer.
3. Restart the Printer Controller.
4. Restart the printer at the host.
8-4 Troubleshooting Guide
Index
A
Attention light2-1
C
CE mark ix
clearing
feeder trays 5-1–5-5
conventions xiv
curl, paper 5-23
custom transfer assist blade, installing 6-1
D
decurler lever, adjusting 5-25
device-dependent operators 6-4
documentation xv
E
eofill 6-6
error condition, restarting printer 8-4
error messages, Client Software installation
3-2
I
installing, custom transfer assist blade 6-1
invisible strokes, setlinewidth 6-6
J
job integrity, checking after paper jam5-7
L
laser safety v
M
masking faults 2-1–2-2
measuring, paper curl 5-23
messages
Client Software installation 3-2
modem
enable 1-2
N
Novell implementation, troubleshooting 4-1–
4-3
F
Fault List
screen 2-1
faults, masking2-1–2-2
feeder trays, clearing faults 5-1–5-5
fill 6-6
flushfile 6-4
G
glazing 5-3
gray shading
setcolorscreen 6-4–6-5
setscreen 6-4–6-5
settransfer function 6-5
transfer function 6-5
H
hard disk, Xerox Client Software
requirements3-2
Hint icon 2-1
O
operation safety, Europevii–ix
operation safety, U. S. vi–vii
ozone production inform ation vi
P
paper
curl
adjusting 5-25
measuring 5-24
jams, checking job integrity 5-7
misfeeds, frequent5-3
paper curl, measuring 5-23
PostScript, proprietary extensions6-4
print quality 6-1
printer problems 7-1
printers
paper jam areas 5-7–5-21
restarting 8-4
Troubleshooting Guide INDEX-1
INDEX
printing
correcting skewed 6-2
quality, features affecting 6-4
problems
printer 7-1
stacker 7-1
system 8-1
procedures6-2
see also paper, clearing jam s
feed belt, cleaning 5-4–5-5
paper trays, clearing misfeeds 5-1–5-3
printers, restarting 8-4
product ope rator 6-4
PServer problems4-1
publications xv
Q
Q1107A sensor5-21
R
Ready To Open indicator5-2
remote service 1-2
requirements, hard disk 3-2
RPrinter problems 4-3
system problems 8-1
System unresponsive8-1
T
transfer 6-5
transfer functions 6-5
Tray Unlock button 5-1
troubleshooting
Novell implementation 4-1–4-3
Xerox Client Software installation 3-1–
3-2
X
Xerox Client print command 3-1
Xerox Client Software, troubleshooting
installation 3-1–3-2
S
safety
hotline numbersvii
laser v
operation vi–ix
SAP packets 4-1
scanconversion 6-6
server override switch, Xerox Client print
command 3-2
service call, required information 1-1
setbscolor 6-5
setcmykcolor 6-5
setcolorscreen 6-4–6-5
setflat 6-6
setgray 6-5
setlinewidth 6-6
setrgbcolor 6-5
setscreen 6-4–6-5
settransfer 6-5
skewed printing, correcti ng6-2
smooth curves 6-6
stacker
problems 7-1
stroke 6-6
INDEX-2 Troubleshooting Guide
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