Troubleshooting Click the icon of the function you want to know more about.
Preface ABOUT THIS GUIDE This guide provides information about how to use the machine and what to do when a problem occurs. If you encounter a problem, check this guide before calling a support centre. Please note • This guide assumes that the persons who install and use this product have a working knowledge of their computer and web browser. • For information on your operating system or web browser, please refer to your operating system guide or web browser guide, or the online Help function.
CONTENTS ABOUT THIS GUIDE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Points to Keep in Mind . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 TROUBLESHOOTING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
TROUBLESHOOTING Points to Keep in Mind Power and connector positions OPERATION PANEL [COPY] key / indicator [ENERGY SAVE] key / indicator [SCAN] key / indicator [FAX] key / indicator Data notification indicator Error indicator USB port (B type) LAN connector Extension phone jack (LINE) USB port (A type) Telephone line jack (TEL) Main power switch The BP-10C20 does not have fax function key or indicators.
TROUBLESHOOTING Placing the original Is the original placed correctly? ●Automatic Document Feeder If the original has a fold, straighten the fold before placing. (This prevents original misfeeds and incorrect detection of the original size) Do not exceed the indicator line Align the edges and place face up Insert all the way in If the original is stapled, be sure to remove the staples and fan the pages well before placing.
TROUBLESHOOTING Adding paper Is the paper loaded correctly? Fan the paper Bypass tray Fan the paper well before loading it. The paper must not exceed the maximum number of sheets and must not be higher than the indicator line. Tray 1 Tray 2 Tray 3 Do not load the paper as shown below. Tray 4 Tray 1 1 2 3 After loading the paper, close the guides to the paper width not to leave the gap from the guides A and B.
TROUBLESHOOTING Maintenance How to clean the automatic document feeder and document glass In a reversing single pass feeder (RSPF) Paper feed roller How to clean the bypass feed roller Bypass feed roller Removing a toner cartridge How to clean the feed roller 7
TROUBLESHOOTING TROUBLESHOOTING This chapter describes troubleshooting and misfeed removal. If you encounter a problem when using the machine, check the following troubleshooting guide before calling for service. If you cannot resolve the problem using the troubleshooting guide, turn off the main switch, disconnect the power cord from the power outlet, and contact your dealer. If you experience difficulty using the machine, check the following troubleshooting guide before calling for service.
TROUBLESHOOTING MACHINE/COPYING PROBLEMS The following problems are related to the general operation of the machine and copying. Problem Cause and solution The machine is not plugged into a power outlet. → Plug the machine into a grounded outlet. Power switch OFF. → Turn the power switch ON. ► Power and connector positions (page 4) The machine is warming up. → The machine requires some time to warm up after the power switch is turned on.
TROUBLESHOOTING Problem Cause and solution The paper is outside of the specified size and weight range. → Use copy paper within the specified range. Wrinkles appear in the paper or the image disappears in places. Paper curled or damp. → Do not use curled or crimped paper. Replace with dry copy paper. During periods when the machine is not used for a long time, remove the paper from the tray and store it in a dark place in a bag to prevent moisture absorption.
TROUBLESHOOTING Problem Cause and solution The document glass or the underside of the document feeder is dirty. → Clean regularly. ► Maintenance (page 7) Original smudged or blotchy. → Use a clean original. Copies are smudged or dirty. White or black lines appear on copies. The paper is outside of the specified size and weight range. → Use copy paper within the specified range or try setting the paper type to a type that is slightly heavier or slightly lighter than normal.
TROUBLESHOOTING PRINTING AND SCANNING PROBLEMS The explanations about printing are based on American English and the North American version of the software. In addition to this section, troubleshooting information can also be found in the README files for each of the software programs. To view a README file, see "Software Setup Guide". Problem Cause and solution The machine is not correctly connected with your computer. → Check both ends of the printer cable and make sure you have a solid connection.
TROUBLESHOOTING Problem Cause and solution The printed image is light and uneven. The paper is loaded so that printing takes place on the back side of the paper. → Some paper types have a front and back side. If the paper is loaded so that printing takes place on the back side, toner will not adhere well to the paper and a good image will not be obtained. You are using paper that is outside the specified size and weight range. → Use copy paper within the specified range.
TROUBLESHOOTING Problem Cause and solution The document glass or the underside of the document feeder is dirty. → Clean regularly. ► Maintenance (page 7) Original smudged or blotchy. → Use a clean original. You have not specified a suitable resolution. → Make sure that the resolution setting in the scanner driver is appropriate for the original. Poor scanning quality. You have not specified a suitable value for the "B/W Threshold" setting.
TROUBLESHOOTING Problem Cause and solution Check the Web page to see if a limit has been set for the size of image files sent using Scan to E-mail (the factory default setting is "Unlimited"). A limit can be set from 1 MB to 10 MB. Consult the administrator of the Web page to select a suitable limit. The recipient does not receive data sent by e-mail (Scan to E-mail). The amount of data that can be sent in one e-mail transmission is sometimes limited by the administrator of the mail server.
TROUBLESHOOTING FAX PROBLEMS If you experience a problem with the fax function, first check the following table. Problem The machine does not operate. Cause and solution Is the machine power switch turned on? → Turn the power switch ON. ► Power and connector positions (page 4) Does the display show an error message? → Clear the error as instructed by the message. Is the correct dial mode set for your line? → Check your line and set the correct dial mode.
TROUBLESHOOTING Problem Cause and solution Does an error message appear regarding adding paper, replenishing toner, or a misfeed? (This means that printing is not possible.) → Restore printing capability as instructed by the display message. Printing will begin. Printing does not take place after reception. Is forwarding (Inbound Routing function) selected in the Web page for a received fax? → If you need to print a received fax, ask your administrator.
TROUBLESHOOTING INDICATORS AND DISPLAY MESSAGES If one of the following messages appears in the display, take prompt action as instructed by the message. Message Action Maintenance It is time for regular maintenance. Contact your authorised service representative. Maintenance required. Call for service. Maintenance required soon. Contact your authorised service representative. Call for service. – Toner Low. (Do not replace cartridge until requested.) Check the toner cartridge.
TROUBLESHOOTING Error Code CE-11 Solution The memory became full during scanning. Scan less pages, lower the resolution, or change the colour mode so that the file size is smaller, and try scanning again.*3 *1 For detailed information, see User's Manual (Web Page Settings). *2 For detailed information, see User's Manual (Address Book Registration). *3 For detailed information, see User's Manual.
TROUBLESHOOTING PAPER JAM MISFEED REMOVAL When a misfeed occurs during copying, the message " misfeed will appear. Check the location and remove the misfeed. Clear paper path." " Remove paper." and the location of the The paper may tear when you remove a misfeed. In this event, be sure to remove all torn pieces of paper from the machine. First confirm the location of the paper misfeed.
TROUBLESHOOTING ● Section B Open the document feeder and rotate the release roller in the direction of the arrow to feed the original out. If you are unable to remove the original, remove from part C. Release roller ● Section C Remove the misfed original from the exit area. 2 Return the originals indicated by the number in the display to the document feeder tray and press the [COLOUR START] key or [B/W START] key. Copying will resume from the originals that still remained when the misfeed occurred.
TROUBLESHOOTING MISFEED IN THE BYPASS TRAY 1 Remove any paper remaining in the bypass tray. 2 Gently remove the misfed paper from the bypass tray. 3 Grasp the side cover open/close handle, and gently open the side cover. 4 5 Turn the paper feed knob and feed out the paper that is inside. ► Misfeed in the paper feed area A (page 24) Close the side cover and open the bypass tray. The message will be cleared and copying will be possible.
TROUBLESHOOTING MISFEED IN THE MACHINE To remove a misfeed from inside the machine, open the side cover, check whether the misfeed occurred in "A", "B", "C" or "D" below, and follow the misfeed removal procedure. Open the bypass tray and the side cover. 1 If paper remains in the bypass tray, remove the paper. ► MISFEED IN THE BYPASS TRAY (page 22) 2 Check the misfeed location. Remove the misfed paper following the instructions for each location in the illustration below.
TROUBLESHOOTING Misfeed in the paper feed area A Carefully remove the misfed paper. Turn the roller rotating knob in the direction of the arrow to assist in removing it. 1 Roller rotating knob Be careful not to tear the misfed paper during removal. Fusing unit The fusing unit is hot. Do not touch the fusing unit when removing misfed paper. Doing so may cause a burn or injury. When removing misfed paper, do not touch or damage the transfer belt and the transfer roller. 2 Close the side cover.
TROUBLESHOOTING Misfeed in the fusing area B 1 Remove the misfed paper. Be careful not to tear the misfed paper during removal. The fusing unit is hot. Do not touch the fusing unit when removing misfed paper. Doing so may cause a burn or injury. • When removing misfed paper, do not touch or damage the transfer belt and the transfer roller. • Be careful about unfixed toner on the misfed paper not to soil your hands or clothes.
TROUBLESHOOTING Misfeed in the transport area C Remove the misfed paper. 1 2 Grasp and lift the conveyor lever, and remove the misfed paper slowly so that it does not tear. Return the duplex conveyor lever to its original position and close the side cover. The message will be cleared and copying will be possible. • When closing the side cover, press on around the handle. • If the paper was torn, make sure that no torn pieces remain in the machine.
TROUBLESHOOTING MISFEED IN THE PAPER TRAY 1 Make sure that there is no misfed paper in the tray before pulling it out. ► MISFEED IN THE MACHINE (page 23) 1 Open the side cover and remove the misfed paper. ► MISFEED IN THE MACHINE (page 23) Lift and pull out the paper tray 1 and remove the misfed paper. 2 Be careful not to tear the misfed paper during removal. 3 4 Push the paper tray 1 in completely. Push the tray in completely. Close the side cover.
TROUBLESHOOTING MISFEED IN THE PAPER TRAY 2 - 4 (When 500-sheet paper feed tray, and Stand/2x500 sheet paper drawer are installed) 1 Open the lower side cover. 2 Remove the misfed paper. 3 Grasp the handle to open the lower side cover. Be careful not to tear the misfed paper during removal. Close the lower side cover. The message will be cleared and copying will be possible. If the misfed paper is not seen in step 2, lift and pull out the paper tray and remove the misfed paper.
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