MULTIFUNCTIONAL DIGITAL COLOR SYSTEMS Troubleshooting Guide
©2012, 2013 TOSHIBA TEC CORPORATION All rights reserved Under the copyright laws, this manual cannot be reproduced in any form without prior written permission of TTEC.
Preface Thank you for purchasing TOSHIBA Multifunctional Digital Systems. This manual describes how to troubleshoot the problems that could occur while you are using the equipment. Keep this manual within easy reach, and use it to configure an environment that makes the best use of the e-STUDIO’s functions. This equipment provides the scanning/printing function as an option. However, this optional scanning/printing function is already installed in some models.
CONTENTS Preface....................................................................................................................................... 1 Chapter 1 TROUBLESHOOTING FOR THE HARDWARE When This Screen Is Displayed .............................................................................................. 8 Messages Displayed on the Touch Panel ............................................................................ 10 Clearing a Paper Misfeed............................................
Cannot remember the document password for a Private Print job...................................... 69 Printing a document including many graphics takes time.................................................... 69 Printer Driver Problems ......................................................................................................... 70 Cannot print (port setting problems) ....................................................................................
Client Software Authentication Problems............................................................................ 93 Cannot log in using client software...................................................................................... 93 Chapter 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Hardware Status Icons on TopAccess [Device] Tab........................................................... 96 Error Messages ......................................................................................
6 CONTENTS
TROUBLESHOOTING FOR THE HARDWARE 1. This chapter describes how to troubleshoot problems with paper, toner and other finishing processes. This chapter also describes how to supply the paper, toner and staples. When This Screen Is Displayed .............................................................................................. 8 Messages Displayed on the Touch Panel ............................................................................ 10 Clearing a Paper Misfeed...............................
1 TROUBLESHOOTING FOR THE HARDWARE When This Screen Is Displayed Various screens are displayed on the touch panel depending on the state of the equipment. This section describes how to solve problems with some of the screen examples. Screen Description / Remedy A message appears on the upper part of the screen to notify users of a problem, etc. For the major examples, see the following pages. P.10 “Messages Displayed on the Touch Panel” The original or copy paper is misfed.
1 TROUBLESHOOTING FOR THE HARDWARE Screen Description / Remedy Toner has run out. Replace the new toner cartridge. P.43 “Replacing a Toner Cartridge” The waste toner box is full. Replace it following the guidance on the touch panel. P.49 “Replacing the Waste Toner Box” The equipment requires adjusting by a service technician. Contact your service representative with the error code displayed on the right side of the touch panel.
1 TROUBLESHOOTING FOR THE HARDWARE Messages Displayed on the Touch Panel A message appears on the upper part of the screen to notify users of a problem, etc. The major examples of problems and how to solve them are described in the table below. Message 10 Problem Description Corrective Action Close *** cover. The cover indicated by *** is open. Check the cover on the touch panel and close it. Misfeed in *** Paper misfeed has occurred inside the equipment.
1 TROUBLESHOOTING FOR THE HARDWARE Message Problem Description Corrective Action READY (FINISHER FULL) The receiving tray of the finisher is full of paper. Remove the paper from the receiving tray of the finisher. READY (INNER TRAY FULL) The exit tray of the equipment is full of paper. Remove the paper from the exit tray of the equipment. Cannot copy Check DEPARTMENT COUNTER The number of originals to be scanned has exceeded the limit specified with the department code during scanning.
1 TROUBLESHOOTING FOR THE HARDWARE Message Problem Description Corrective Action Reboot the machine An error has occurred in the equipment and it stopped normal operation. Rebooting the equipment may correct the error: Press the [ACCESS] and [POWER] buttons on the control panel simultaneously until a “pip” sound is heard to turn the power OFF, and then turn it back ON with the [POWER] button. (The warm-up time in this case will take longer than usual.) Toner near Empty (***) Toner is running out.
1 TROUBLESHOOTING FOR THE HARDWARE Clearing a Paper Misfeed Locating a paper misfeed The equipment stops copying when the original or copy paper is misfed. Paper misfeeds are notified on the touch panel as follows: Error code Error message Guidance for clearing paper misfeeds Paper misfeed symbols The paper misfeed symbol helps you locate the paper misfeed. 1 13 12 2 11 10 9 3 8 4 5 7 6 1. Reversing Automatic Document Feeder (lower) ( P.15) 2.
1 TROUBLESHOOTING FOR THE HARDWARE Clearing a paper misfeed 1 Clear the paper misfeed. 2 After clearing the misfeed, close all the opened covers. Clear the paper misfeed following the guidance shown on the touch panel. Press or to scroll the pages. The equipment starts the warm-up. Follow the guidance on the touch panel. Tips on removing the misfed paper Note the following points in removing the misfed paper. Remove the misfed paper carefully so as not to tear it.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE If paper misfeeds occur frequently The following are the common causes of paper misfeeds. If the problem persists, check for the following situations. An unsuitable original is placed on the Reversing Automatic Document Feeder. Unavailable paper with the equipment is used. Paper sizes are not consistent between the size in a drawer or the bypass tray and the size registered in the equipment.
1 TROUBLESHOOTING FOR THE HARDWARE Paper misfeed in the Reversing Automatic Document Feeder (Upper) 1 Raise the lever and open the upper cover. 2 1 16 2 Remove the original. 3 Turn the inner green dial and remove the misfed original. 4 Raise the green lever and open the transport guide. 5 Raise the guide plate under the transport guide, and remove the original under the guide plate.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 6 Close the transport guide. 7 Raise the original feeder tray, and remove the original under the tray. 1 2 8 Lower the original feeder tray. 9 Close the upper cover. Paper misfeed in the drawer feeding portion 1 Open the feeder cover on the right side. 2 Remove the misfed paper from the drawer and close the feeder cover.
1 TROUBLESHOOTING FOR THE HARDWARE If the paper is misfed on the cover side, remove it as shown in the figure on the right. Paper misfeed in the Large Capacity Feeder 1 Open the feeder cover of the Large Capacity Feeder on the right. 2 Remove the misfed paper and close the feeder cover. Paper misfeed in the Paper Feed Pedestal 1 18 Open the feeder cover of the Paper Feed Pedestal on the right.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 2 Remove the misfed paper and close the feeder cover. Paper misfeed in the first drawer 1 Open the drawer, press the paper down until the plate clicks and remove the misfed paper. 2 1 2 3 Check that the guide width is correct, there is no folded/curled paper or overloading (especially for thick paper), and then close the drawer.
1 TROUBLESHOOTING FOR THE HARDWARE 2 Check that the guide width is correct, there is no folded/curled paper or overloading, and then close the drawer. Paper misfeed in the drawer of the Large Capacity Feeder 1 Open the drawer of the Large Capacity Feeder. 2 Pull out the right-hand tray and remove the misfed paper. 2 1 3 Check that there is no folded/curled paper or overloading, and then close the drawer of the Large Capacity Feeder.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Paper misfeed in the bypass tray 1 Move the green paper holding lever toward the outside. The paper can now be removed. 2 Pull out the misfed paper in the bypass tray. 3 Place paper in the bypass tray again and then move the green paper holding lever toward the inside. 2 If a sheet of paper is stained, folded or torn, replace it with a new one.
1 TROUBLESHOOTING FOR THE HARDWARE 2 While holding the green lever, remove the misfed paper. 1 2 3 Lower the green lever carefully and then close the automatic duplexing unit cover. Paper misfeed on the paper transport path Be careful not to let your fingers be caught between the equipment and the duplexing unit cover or automatic duplexing unit cover. This could injure you. 1 Open the automatic duplexing unit cover on the right. 2 Remove the misfed paper.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Paper misfeed in the fuser unit Be careful not to let your fingers be caught between the equipment and the duplexing unit cover or automatic duplexing unit cover. This could injure you. Do not touch the fuser unit or the metal portion around it. Since they are very hot, you could be burned or the shock could cause you to get your hand injured in the machine. 1 Open the automatic duplexing unit cover on the right.
1 TROUBLESHOOTING FOR THE HARDWARE 24 4 Remove the paper from the exit section. 5 When the finisher is installed, open the Bridge Kit cover while holding the handle. 6 Remove the misfed paper. 7 When the finisher is installed, close the Bridge Kit cover. 8 Return the two green fuser pressure release levers to their original position. 9 Close the automatic duplexing unit cover.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Paper misfeed in the Job Separator and the Offset Tray Be careful not to let your fingers be caught between the equipment and the duplexing unit cover or automatic duplexing unit cover. This could injure you. Do not touch the fuser unit or the metal portion around it. Since they are very hot, you could be burned or the shock could cause you to get your hand injured in the machine.
1 TROUBLESHOOTING FOR THE HARDWARE Paper misfeed in the Bridge Kit 1 Open the cover holding the handle of the Bridge Kit. 2 Remove the misfed paper inside the Bridge Unit. If the misfed paper cannot be removed because the right side is caught by the fuser unit, follow the steps on P.23 “Paper misfeed in the fuser unit”. 3 Close the Bridge Kit cover. Paper misfeed in the Inner Finisher and the Hole Punch Unit 1 Lift up the control panel and then open the front cover of the finisher.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 3 Pull down the green lever on the right-hand unit of the finisher. The paper exit of the equipment opens. 4 Turn the green dial clockwise to send the paper and remove it. 2 5 Return the green lever to its original position. 6 When the Hole Punch Unit is installed and used for punching holes, while pulling the green dial toward you, turn it to align the yellow marks on the parts.
1 TROUBLESHOOTING FOR THE HARDWARE 8 Turn the upper green dial clockwise to remove the misfed paper. 1 2 9 10 Holding the green knob, open the upper cover. Remove the misfed paper and then close the upper cover. 2 1 11 While holding the green lever, open the Hole Punch Unit to remove the misfed paper. 3 1 2 12 28 Return the Hole Punch Unit to its original position.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 13 Carefully return the finisher to its original position. Do not put your hand or fingers on the top of the finisher when closing it. They could be caught and this could injure you. 14 Close the front cover of the finisher. Paper misfeed in the Saddle Stitch Finisher and the Hole Punch Unit 1 Remove the misfed paper from the receiving tray section. 2 Open the front cover of the finisher.
1 TROUBLESHOOTING FOR THE HARDWARE 4 Move the upper green lever to the right and remove the misfed paper. 2 1 5 Return the lever to its original position. 6 Open the upper cover of the finisher and remove the misfed paper. 1 2 30 7 Close the upper cover of the finisher. 8 Close the front cover of the finisher.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Paper misfeed in the Saddle Stitch unit of the Saddle Stitch Finisher 1 Remove the paper misfed on the saddle stitch tray in the lower left part of the finisher. 2 Open the front cover of the finisher. 3 Move the lower green lever to the right and remove the misfed paper. 2 1 4 Return the lever to its original position. 5 Close the front cover of the finisher.
1 TROUBLESHOOTING FOR THE HARDWARE Clearing paper misfeeds caused by a wrong paper size setting Paper misfeeds occur when there is a mismatch between the size of the paper in a drawer or the bypass tray and the size registered for the corresponding drawer or the bypass tray in the equipment. The message “Check paper size setting on control panel for drawer N. Check the direction or size of the paper.” or “Check paper size setting on control panel for Bypass. Check the direction or size of the paper.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 4 Press [YES] when “Cancel print job?” appears. The print job is canceled. If you do not want to cancel the print job To restart the job without canceling it, replace the paper in the drawer with that corresponding to the size set in the equipment after the paper misfeed is cleared. Then if you press [NO] in step 4, the job can be restarted. In this case, it is not necessary to follow step 5 and later.
1 TROUBLESHOOTING FOR THE HARDWARE 7 Press the drawer button indicated in the message. 8 Press the paper size button corresponding to the paper placed in the drawer, and [OK]. 9 Press the [USER FUNCTIONS] button to return to the basic menu. 10 Confirm that the paper size is correctly detected if you selected [AUTO (mm)] or [AUTO (inch)] in step 8. The detected paper size is indicated on the drawer button in the equipment status indication area on the left.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Misfeed when making copies or prints (using the bypass tray) 1 Clear the paper misfeed following the guidance shown on the touch panel. Then close all the covers. 2 Press [YES] when “Cancel print job?” appears. The print job is canceled.
1 TROUBLESHOOTING FOR THE HARDWARE 3 Check that the guide width is correct and there is no folded/curled paper or overloading, and then close the drawer. Be sure that the height of the stacked paper does not exceed the line indicated inside of the side guides. In particular, be sure that the upper limit for thick paper is not exceeded when placing thick paper in the first drawer. The amount of thick paper you can load in the drawer is lower than that for plain paper.
1 TROUBLESHOOTING FOR THE HARDWARE Clearing a Staple Jam When a staple jam has occurred in the stapler of the finisher or saddle stitch unit, clear the jam following the procedure below. P.37 “Staple jam in the finisher” P.41 “Staple jam in the Saddle Stitch unit” Staple jam in the finisher Inner Finisher 1 Lift up the control panel and then open the front cover of the finisher. 1 2 2 While holding the green lever, move the finisher to the left until it stops.
1 TROUBLESHOOTING FOR THE HARDWARE 5 Lower the guide while holding the knob. Do not touch the stapling area. The actual needle point could cause you personal injury. 38 6 Remove the top staple sheet. 7 Holding the knob, raise the guide, and return it to its original position. 8 Remove the staples fallen between the staple cartridge and the staple case or the ones in the staple receiver. 9 Fit the staple cartridge into the stapler.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 10 Return the Hole Punch Unit to its original position. 11 Carefully return the finisher to its original position. Do not put your hand or fingers on the top of the finisher when closing it. They could be caught and this could injure you. 12 Close the front cover of the finisher. Saddle Stitch Finisher 1 Open the front cover of the finisher. 2 Remove the staple cartridge.
1 TROUBLESHOOTING FOR THE HARDWARE 3 Lower the guide while holding the knob. Do not touch the stapling area. The actual needle point could cause you personal injury. 40 4 Remove the top staple sheet. 5 Holding the knob, raise the guide, and return it to its original position. 6 Remove the staples fallen between the staple cartridge and the staple case or the ones in the staple receiver. 7 Fit the staple cartridge on the stapler.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 8 Close the front cover of the finisher. Staple jam in the Saddle Stitch unit Saddle Stitch Finisher 1 Open the left cover of the finisher. 2 Remove the staple cartridge. 3 Push the green lever up.
1 TROUBLESHOOTING FOR THE HARDWARE 4 Lift the shutter knob while pulling the green lever downward. 5 Remove the stale sheet left. Do not touch the stapling area. The actual needle point could cause you personal injury. 42 6 Push the shutter knob down and return it to its original position. 7 Fit the staple cartridge. 8 Close the left cover of the finisher. Insert the cartridge until it is caught by the latch of the staple cartridge and is fixed with a click.
1 TROUBLESHOOTING FOR THE HARDWARE Replacing a Toner Cartridge When the toner cartridge runs out, the message “Install New *** (color name) toner cartridge” appears. Replace the toner cartridge following the procedure below when you see this message. To assure an optimal performance, we recommend that you use TOSHIBA toner cartridges.
1 TROUBLESHOOTING FOR THE HARDWARE Recommended toner cartridges To assure optimal printing performance, we recommend that you use only genuine TOSHIBA toner cartridges. If you use a TOSHIBA-recommended toner cartridge, you can utilize the following three functions of this equipment: Cartridge detecting function: This function checks if the toner cartridge is correctly installed and notifies you if it is not.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 2 Put your fingers on the right side of the toner cartridge and pull it out supported with your left hand. Y M C K 1 Never attempt to incinerate toner cartridges. Dispose of used toner cartridges and waste toner boxes in accordance with local regulations. 2 3 Shake the new toner cartridge strongly with its label side down to loosen the toner inside. 10 4 Pull the seal straight out in the direction of the arrow.
1 TROUBLESHOOTING FOR THE HARDWARE 7 Close the front cover pressing both edges. Replacing a “Near Empty” toner cartridge The message “Toner near Empty” appears on the touch panel when there is not much toner left in a toner cartridge. Some toner is still left in the toner cartridge while the message “Toner near Empty” is displayed. You do not have to replace the toner cartridge yet, but if you choose to do so, follow the procedure below. 1 46 Press [JOB STATUS].
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 2 Press the [TONER] tab. 3 Press [REPLACE TONER CARTRIDGE]. 4 To replace a toner cartridge, press [YES]. To cancel, press [NO]. If you press [YES], go to the next step. If you press [NO], the previous screen appears.
1 TROUBLESHOOTING FOR THE HARDWARE 5 Press the button for the color you intend to replace. 6 To replace the toner cartridge, press [YES]. To cancel, press [NO]. If you press [YES], go to the next step. If you press [NO], the previous screen appears. 48 7 Replace the toner cartridge. 8 Press [FINISH]. See P.43 “Replacing a Toner Cartridge” for the correct procedure.
1 TROUBLESHOOTING FOR THE HARDWARE Replacing the Waste Toner Box When the waste toner box becomes full, the symbol for replacement of the waste toner box blinks and the message “Dispose of used toner” appears. Replace the waste toner box following the procedure below. Never attempt to incinerate waste toner boxes. Dispose of used toner cartridges and waste toner boxes in accordance with local regulations. 1 Open the front cover of the equipment.
1 TROUBLESHOOTING FOR THE HARDWARE 5 Put the used waste toner box in the plastic bag and seal it with adhesive tape. 3 2 1 50 6 Clean the LED print head. 7 Push the new waste toner box securely until the upper latches click. 8 Close the front cover pressing both edges. Perform steps 5 to 11 on P.56 “Cleaning the Main Chargers and LED Print Heads”.
1 TROUBLESHOOTING FOR THE HARDWARE Refilling With Staples Refill with staples according to the following procedures when the staples in the stapler of the finisher and saddle stitch unit run out. P.51 “Refilling finisher staples” P.54 “Refilling Saddle Stitch unit staples” Refilling finisher staples Inner Finisher 1 Lift up the control panel and then open the front cover of the finisher. 1 2 2 While holding the green lever, move the finisher to the left until it stops.
1 TROUBLESHOOTING FOR THE HARDWARE 5 Take the empty staple case out of the staple cartridge. 6 Fit a new staple case on the staple cartridge. 7 Fit the staple cartridge into the stapler. 8 Return the Hole Punch Unit to its original position. 9 Carefully return the finisher to its original position. Pull up the empty staple case while pushing both sides as shown in the figure. Push the staple case hook into the staple cartridge socket until you hear a click.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 10 Close the front cover of the finisher. Saddle Stitch Finisher 1 Open the front cover of the finisher. 2 Remove the staple cartridge. 3 Take the empty staple case out of the staple cartridge. 4 Fit the new staple case into the staple cartridge. Pull up the empty staple case while pushing both sides as shown in the figure. Push the staple case hook into the staple cartridge socket until you hear a click.
1 TROUBLESHOOTING FOR THE HARDWARE 5 Fit the staple cartridge into the stapler. 6 Close the front cover of the finisher. Insert the staple cartridge until it is caught by the latch and fixed with a click. Refilling Saddle Stitch unit staples Saddle Stitch Finisher 54 1 Open the left cover of the finisher. 2 Remove the staple cartridge.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 3 Pull out straight the stopper holding the staples of the new staple cartridge. 4 Fit the staple cartridge. 5 Close the left cover of the finisher. Insert the cartridge until it is caught by the latch of the staple cartridge and is fixed with a click.
1 TROUBLESHOOTING FOR THE HARDWARE Cleaning the Main Chargers and LED Print Heads When it is time for cleaning the inside of the equipment, the message "Time for cleaning. Open the front cover and follow the guidance." is displayed. In this case, clean the main chargers (or, the main chargers and LED print heads) following the guidance displayed on the touch panel.
1 TROUBLESHOOTING FOR THE HARDWARE 5 Pull down the 4 green levers located under the toner cartridges until they are positioned as shown in (2). 2 1 6 Take out the LED print head cleaner inside the cover. 1 2 7 Hold the cleaner with the arrow mark side up. Do not touch the pad at the top of the cleaner, because the toner on the pad may stick to your hands and the cleaner pad may be stained. 8 Insert the cleaner through the service hole of the developer to the end.
1 TROUBLESHOOTING FOR THE HARDWARE 10 Attach the cleaner with its top on the right and its holding side on the left. Check that the cleaner is fixed to the cover. 58 11 Return the 4 green levers located under the toner cartridges. 12 Push the waste toner box securely until the upper latches click taking care not to tilt it. 13 Close the front cover pressing both edges. 14 Press [FINISH].
1 TROUBLESHOOTING FOR THE HARDWARE Cleaning the Hole Punch Dust Bin When the hole punch dust bin becomes full, dispose of the paper punchings following the procedure below. Inner Finisher Hole Punch Unit 1 Lift up the control panel and then open the front cover of the finisher. 1 2 2 While holding the green lever, move the finisher to the left until it stops. 2 1 3 Open the Hole Punch Unit while pushing the green lever.
1 TROUBLESHOOTING FOR THE HARDWARE 5 Dispose of the paper punchings. 6 Push back in the hole punch dust bin. 7 Return the Hole Punch Unit to its original position. 8 Carefully return the finisher to its original position. Do not put your hand or fingers on the top of the finisher when closing it. They could be caught and this could injure you. 9 Close the front cover of the finisher. Saddle Stitch Finisher Hole Punch Unit 1 60 Open the front cover of the finisher.
1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 2 Pull out the hole punch dust bin. 3 Dispose of the paper punchings. 4 Push back in the hole punch dust bin. 5 Close the front cover of the finisher.
1 TROUBLESHOOTING FOR THE HARDWARE When Printed Sheets Overflow from the Exit Tray When thin, small size paper (A4-R/LT-R or smaller) is used, the end of the sheets may get stuck in the exit tray walls. If 300 or more sheets are printed under such condition, some printed sheets may be pushed out of the exit tray.
2. TROUBLESHOOTING FOR COPYING This chapter describes how to troubleshoot the problems on copying and copy output. Copying Problems..................................................................................................................
2 TROUBLESHOOTING FOR COPYING Copying Problems See the table below when you have a problem in operating copy function or have an unexpected copy output. Problem Description 64 Cause Corrective Action Functions cannot be set. Another function that is unavailable for the combination has already been set. Some functions cannot be combined. For details, refer to Chapter 8 of the Copying Guide. Copying stops during scanning of the originals.
2 TROUBLESHOOTING FOR COPYING Problem Description Copied image is blurred. Cause Corrective Action There is a gap between the original glass and the original. Lower the Original Cover or the Reversing Automatic Document Feeder fully so that the original fully contacts the platen glass. The copy paper is damp. Replace it with dry copy paper. Copied image has unevenness in the horizontal direction. The main charger is stained. Clean the main charger. P.
2 TROUBLESHOOTING FOR COPYING Problem Description 66 Cause Corrective Action A color original is copied in black and white even if [AUTO COLOR] is selected for the color mode. Some color originals may be copied in black and white: Originals with very little colored part Overall blackish originals Originals in light color Set the color mode to [FULL COLOR]. A black-and-white original is copied in color even if [AUTO COLOR] is selected for the color mode.
3. TROUBLESHOOTING FOR PRINTING This chapter describes how to troubleshoot the problems on printing. Print Job Problems ................................................................................................................ 68 Clearing print job errors........................................................................................................................................68 Cannot remember the document password for a Private Print job................................................
3 TROUBLESHOOTING FOR PRINTING Print Job Problems This section describes how to clear the print jobs errors. Clearing print job errors Problem Description A print job error occurs and [JOB STATUS] blinks when the paper specified by the computer is not set in the drawers of the equipment. Corrective Action Clear the error following the procedure below. To print by placing paper on the bypass tray 1 Press the [JOB STATUS] which is blinking.
3 TROUBLESHOOTING FOR PRINTING 3.TROUBLESHOOTING FOR PRINTING Cannot remember the document password for a Private Print job The Private Print function is available only when the hard disk is installed in the equipment. Problem Description I cannot remember the document password for my Private Print job. Corrective Action The document password for a Private Print job is never shown, once the job has been sent to the equipment.
3 TROUBLESHOOTING FOR PRINTING Printer Driver Problems This section describes the troubleshooting for the printer drivers. For the error messages that appear during the installation of the printer drivers, refer to the Software Installation Guide. Cannot print (port setting problems) Problem Description I cannot perform printing with the equipment.
3 TROUBLESHOOTING FOR PRINTING 3.TROUBLESHOOTING FOR PRINTING Retrieval of printer configuration failed Problem Description When accessing the printer properties, the message “Retrieval of printer configuration failed” is displayed. Corrective Action The printer driver cannot communicate with the equipment. Try the steps in the checklist below. No Check... Yes No Corrective Action 1 Is the equipment turned on? Next Step Turn on the equipment.
3 TROUBLESHOOTING FOR PRINTING Network Connection Problems This section describes the troubleshooting for printing in the network connection environment. See also the checklists by types of printing and operating systems on P.88 “Printing Problems (Network Related)” Cannot print with the equipment (network connection problems) Problem Description I cannot perform printing with the equipment. Corrective Action See the checklist below to determine if the cause of the problem is related to a network.
3 TROUBLESHOOTING FOR PRINTING 3.TROUBLESHOOTING FOR PRINTING Cannot print properly with AppleTalk print The model below does not support printing from Macintosh. - e-STUDIO2551C Series Problem Description Text will be printed as striped lines for an email message. Some text is not printed in a document. When a web browser is used, the web page is not printed in spite of the print job being sent to the equipment.
3 TROUBLESHOOTING FOR PRINTING Client Problems This section describes how to identify and correct the problems caused by the clients* connected to the equipment. * One of the common examples of clients is a computer that sends a print job to the equipment and makes it perform printing. Checking the client status The printing problems are caused by the printer driver settings, network settings, errors in the network connections, and so forth.
3 TROUBLESHOOTING FOR PRINTING Hardware Problems This section describes troubles caused by the hardware device (the equipment). If an icon or a message indicating an error is not displayed, or the problems in the printer drivers or the network connection cannot be specified, a hardware problem is a possible cause of the trouble.
4. TROUBLESHOOTING FOR SCANNING This chapter describes how to troubleshoot the problems of scanning. Scanning Problems................................................................................................................ 78 Cannot E-mail my scans ......................................................................................................................................78 Cannot find the data saved in the shared folder....................................................................
4 TROUBLESHOOTING FOR SCANNING Scanning Problems This section describes troubleshooting for using scan data. Cannot E-mail my scans Problem Description I have scanned a document and sent the copy as an e-mail attachment, but the e-mail does not reach the specified e-mail address. Corrective Action Check the following points: The correct e-mail addresses are specified. The equipment is correctly configured for and connected to the network.
5. TROUBLESHOOTING FOR e-Filing This chapter describes how to troubleshoot the problems on e-Filing. e-Filing Web Utility Problems................................................................................................ 80 e-Filing Web Utility terminates the session...........................................................................................................80 Numerous sub windows repeatedly appear .......................................................................................
5 TROUBLESHOOTING FOR e-Filing e-Filing Web Utility Problems This section describes troubleshooting for the web browser-based e-Filing web utility. You will also find the error messages and the corrective actions for each message. The e-Filing function is available only when the hard disk is installed in the equipment. e-Filing Web Utility terminates the session Problem Description The message “This operation will end your e-Filing session.” appears and e-Filing Web Utility returns to its top page.
5 TROUBLESHOOTING FOR e-Filing 5.TROUBLESHOOTING FOR e-Filing Error messages See the table below to troubleshoot the problem if a message appears. Message Corrective Action Internal error occurred. Please restart e-Filing. Turn the power of the equipment OFF and then ON and then try again. If the error message is still displayed, contact your system administrator or contact your dealer for support. Your e-Filing Session has Timed Out. Please Restart.
5 TROUBLESHOOTING FOR e-Filing Message 82 Corrective Action The document is being used. Please try again later. The selected document is being used by another user. Try again after the other user has finished. File format doesn’t correspond. Please contact Administrator. Contact your administrator to convert the archive file and try again. e-Filing is not ready. Please try again later. e-Filing has not yet been activated. Try again later.
TROUBLESHOOTING FOR NETWORK CONNECTIONS 6. This chapter describes how to troubleshoot the problems on network connections. Locating the Equipment in the Network............................................................................... 84 Cannot locate the equipment in the network ........................................................................................................84 Cannot locate the equipment with Local Discovery.....................................................................
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS Locating the Equipment in the Network Cannot locate the equipment in the network Problem Description I cannot locate the equipment in the network. Corrective Action Improper settings may cause problems in locating the equipment in the network. Try the checklist below to detect the cause of the problem. If the problem remains unsolved, contact your service representative. No. 1 2 3 4 5 6 7 84 Check...
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS 6.TROUBLESHOOTING FOR NETWORK CONNECTIONS Cannot locate the equipment with Local Discovery Problem Description Local Discovery cannot detect the equipment. Corrective Action The equipment is normally located automatically by SNMP.
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS Equipment does not respond to ping command Problem Description The equipment does not respond to a ping command. Corrective Action Check the network settings following the checklist below. No. Yes No Corrective Action 1 Confirm that the TCP/IP protocol suite is installed on the client computer. Next Step Refer to the networking section of your operating system documentation.
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS LDAP Search and Authentication Problems Network shutdown occurs or touch panel disabled after LDAP search Problem Description After performing the LDAP search, the network shutdown occurs or the touch panel is disabled. Corrective Action Try the checklist below. If the problem remains unsolved, contact your service representative. No. Check...
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS Printing Problems (Network Related) Among the several ways to use the equipment in the network, the simplest one is to set the equipment in the TCP/IP environment using a DHCP server to assign IP addresses dynamically to devices. Using the default settings also assures an easier network implementation, although you may be required to customize the settings to accommodate them in your particular environment.
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS 6.TROUBLESHOOTING FOR NETWORK CONNECTIONS IPP print in a Windows operating system environment No. Yes No Corrective Action 1 Check... Are the IP address properties correctly set? Next Step Set up the IP address correctly. 2 Is the HTTP server on the equipment enabled? Next Step Enable the HTTP server in the HTTP Network Service. 3 Is the IPP print correctly set? Next Step Set up the IPP print service correctly.
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS Macintosh environment The model below does not support printing from Macintosh. - e-STUDIO2551C Series No. Check... Yes No Corrective Action 1 Is AppleTalk enabled on the equipment? Next Step Enable AppleTalk. 2 Are the IP address properties correctly set? Next Step Set up the IP address correctly.
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS Network Fax (N/W-Fax) Driver Problems This section describes the troubleshooting for the Network Fax (N/W-Fax) driver. N/W-Fax Driver Installation Error Messages Replace “Printer” with “N/W-Fax” as required in the troubleshooting description. For information on the installation of the N/W-Fax driver, refer to the Software Installation Guide.
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS This port is currently in use Problem description The driver was either opened, printing a job, or in use by another printer or application, when you attempted to delete it. Corrective action Make sure all print jobs have been completed before deleting a port. If there are still problems, exit all applications and try again. Check each driver to see if another driver is using the same port. If so, first change the driver’s port setting and delete the port.
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS Client Software Authentication Problems Cannot log in using client software Problem Description I cannot log into the equipment using client software. Corrective Action If you cannot log into the equipment using client software, contact the administrator of the equipment. Since the user name and password registered in the client software are used for authentication in the case of automatic login, the log-in screen may not be displayed.
CHECKING THE EQUIPMENT STATUS WITH TopAccess 7. This chapter describes how to check the status of the equipment with TopAccess. Hardware Status Icons on TopAccess [Device] Tab ........................................................... 96 Error Messages ...................................................................................................................... 98 Error Codes...........................................................................................................................
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Hardware Status Icons on TopAccess [Device] Tab When the equipment requires maintenance or when an error occurs with the equipment, the icons indicating the status information appear near the graphic image of the equipment on the TopAccess [Device] tab. The following are the icons displayed and their descriptions. For details of the [Device] tab of TopAccess, refer to the TopAccess Guide.
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess 7.CHECKING THE EQUIPMENT STATUS WITH TopAccess Paper Empty This icon indicates no paper is left in a drawer. Refer to the Copying Guide. Paper Misfeed This icon indicates a paper misfeed occurred. It also indicates the location of the paper misfeed. P.13 “Clearing a Paper Misfeed” Staples Empty This icon indicates no staples are left in the Finisher. P.
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Messages When a message appears on the [Device] Tab of TopAccess, see the table below for the corrective action. TopAccess Message 98 Corrective Action Cover Open - Please Close Cover. Close the front cover. Paper Feeding Cover Open - Please Close Cover. Close the paper feeder cover. Transfer/Transport unit Cover Open - Please Close Cover. Close the transfer/transport unit. Bypass Cover Open - Please Close Cover. Close the bypass cover.
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess TopAccess Message Corrective Action Cyan Toner Empty - Please Install New Toner Cartridge. Replace the cyan toner. See P.43 “Replacing a Toner Cartridge”. Magenta Toner Empty - Please Install New Toner Cartridge. Replace the magenta toner. See P.43 “Replacing a Toner Cartridge”. Yellow Toner Empty - Please Install New Toner Cartridge. Replace the yellow toner. See P.43 “Replacing a Toner Cartridge”.
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Codes TopAccess has the pages for the job lists; print, transmission, reception, and scan jobs. The following error codes are shown on these pages in the [Logs] tab (successful jobs have no codes). These codes help you specify the cause of an error you might encounter. The error codes are also shown on the [LOG] window of the touch panel. See the following lists when you find an error code on the touch panel.
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess 7.CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code 4612 4613 4621 Problem Description Corrective Action Font download failure Since there is no space in HDD, the font cannot be registered. Delete at least one font. Font download failure Since an error has occurred, the font cannot be registered. Perform downloading again or regenerate the font data first. Downloaded font deletion failure Check if the font to be deleted is registered.
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Ask your administrator to set the login name or password of the SMTP server and try again. Check whether the SMTP server is operating properly. Terminal mail address error Ask your administrator to check the SMTP Authentication method or if there is an unpermitted character in the Terminal mail address. Set the correct SMTP Authentication method or delete the unpermitted character in the Terminal mail address.
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess 7.CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action Exceeding maximum offramp destinations Ask the sender to specify up to 40 destinations for one offramp gateway job. The equipment cannot perform offramp gateway transmission for more than 40 destinations. 3D20 3D30 Fax unit is not installed Make sure that the Fax unit is installed, or connected correctly.
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Turn the power OFF and then back ON. Try the problem job again. Reset the data in the Address Book and reattempt it. If the error still persists, contact your service representative. Terminal IP address unset Ask your administrator to set the IP address of the equipment. Terminal mail address unset Ask your administrator to set the Email address of the equipment.
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess 7.CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Make sure that the access privilege to the storage directory is writable and then try the job again. If the error still persists, turn the power OFF and then back ON, and then make another effort. Failure to convert image file format This error occurs when conversion to a highly compressed PDF format fails. Do the scanning again.
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code 2E15 Problem Description Divide the file into several files, or reattempt in a singlepage format. Failure to create directory Make sure that the access privilege to the storage directory is writable and also that the disk in the directory has enough space, and then try again. If more than one job is performed simultaneously, the error may occur because the disk temporarily runs out of space. In this case, wait for a while and try again.
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess 7.CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action Insufficient permission to access e-Filing box using scan utility Check if the user is authorized to perform this job. Job status failed Turn the power OFF and then back ON. Try the problem job again. If the error still persists, contact your service representative. Failure to access file Turn the power OFF and then back ON. Try the problem job again.
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Check whether the Terminal mail address and Destination mail address are correct. Check whether the mail server is operating properly. Turn the power OFF and then back ON. Try the problem job again. Bad sequence of commands Check whether the mail server is operating properly. Turn the power OFF and then back ON. Try the problem job again. If the error still persists, contact your service representative.
WHEN SOMETHING IS WRONG WITH THE EQUIPMENT 8. Try the troubleshooting tips in this chapter when you think there is something wrong with the equipment. This chapter also describes the daily care for the equipment. When You Think Something Is Wrong With the Equipment............................................. 110 General operations ............................................................................................................................................. 110 Originals and paper ..........
8 WHEN SOMETHING IS WRONG WITH THE EQUIPMENT When You Think Something Is Wrong With the Equipment If you think there is something wrong with the equipment, check the following items. To see the functions of the equipment such as copy or print, refer to their operator’s manuals (Copying Guide and Printing Guide respectively). Checking the operations or procedures may help you solve the problems.
8 WHEN SOMETHING IS WRONG WITH THE EQUIPMENT 8.WHEN SOMETHING IS WRONG WITH THE EQUIPMENT Originals and paper Problem Description Cause Corrective Action The original is misfed. The original is unsuited for the equipment. Check whether the original is suitable for the equipment. For details, refer to Chapter 2 of the Copying Guide. Paper is misfed. The paper is unsuited for the equipment. Check whether the paper is suitable for the equipment. For details, refer to Chapter 1 of the Copying Guide.
8 WHEN SOMETHING IS WRONG WITH THE EQUIPMENT Regular Maintenance We recommend that you clean the following portions weekly so that the originals can always be scanned in unsoiled conditions. Be careful not to scratch the portions when cleaning them. When cleaning the surface of the equipment, do not use such organic solvents as thinner or benzine. - This could warp the shape of the surface or leave it discolored. - When using a chemical cleaning pad to clean it, follow the instructions.
INDEX A N AppleTalk print ..........................................................73 N/W-Fax driver ......................................................... 91 Near ........................................................................ 46 “Near Empty” toner cartridge - replacing ...................... 46 Network Fax driver .................................................... 91 Novell print ............................................................... 89 C Cleaning charger .......................
Super Sleep mode ...................................................110 T Toner cartridge “Toner Near Empty” message ..................................46 Toner cartridge - “Near Empty” message ......................46 Toner cartridge - replacing ..........................................43 U User information ......................................................110 W Waste toner box - replacing ........................................
FC-2050C/2550C FC-2051C/2551C OME120006C0
MULTIFUNCTIONAL DIGITAL COLOR SYSTEMS Troubleshooting Guide 1-11-1, OSAKI, SHINAGAWA-KU, TOKYO, 141-8562, JAPAN ©2012, 2013 TOSHIBA TEC CORPORATION All rights reserved R120120K8704-TTEC Ver03 F 2013-10
