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 center. 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 General Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Copying Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
General Problems Points to Keep in Mind For a checklist of general problems, refer to "CHECK LIST (page 7)".
General Problems Placing the original and adding paper Is the original placed correctly? ●Automatic Document Feeder Do not exceed the indicator line If the original has a fold, straighten the fold before placing. (This prevents original misfeeds.) Align the edges and place face up Insert all the way in Adjust to the original size If the original is stapled, be sure to remove the staples and fan the pages well before placing.
General Problems Maintenance How to clean the automatic document feeder and document glass MX-B456W/MX-B476W MX-B356W/MX-B376W Paper feed roller How to clean the bypass feed roller How to clean tthe feed roller of tray 1 Removing a toner cartridge Position of staple replacement and staple jam explanation label 6
General Problems CHECK LIST ? Problem Check Page I CAN'T USE A PARTICULAR FUNCTION OR PERIPHERAL DEVICE Have functions been disabled by the administrator? 10 I DON'T KNOW HOW TO CHECK THE TOTAL NUMBER OF PAGES USED Hold down the [Home Screen] key. 10 You can check in the status of setting mode.
General Problems ? Problem Check Page Is too much paper loaded into a tray? 15 Are the tray guides adjusted to the width of the paper? 15 Are the original guides adjusted to the width of the paper? 15 Are the scanning areas of the document glass or automatic document feeder dirty? 16 Is the bypass feed roller dirty? 16 Did you execute Black Streak Reduction of system setting? 16 Are you using paper that is not within the specifications? 17 Are you printing on pre-punched paper? 17 Does a
General Problems ? Problem Check Page I DON'T KNOW HOW TO RESTORE THE LARGE TEXT SETTING TO ITS ORGINAL STATE Is large text mode enabled in the home screen? 22 I DON'T KNOW HOW TO ADJUST THE TIME THE MACHINE ENTERS ENERGY SAVE MODE Set the time the machine enters energy save mode in the Energy Save settings of setting mode.
General Problems I CAN'T USE A PARTICULAR FUNCTION OR ? PERIPHERAL DEVICE Check Have functions been disabled by the administrator? ? ! Solution ■ Check with your administrator. Some functions may have been disabled in the setting mode. When user authentication is enabled, the functions that you can use may be restricted in your user settings. I DON'T KNOW HOW TO CHECK THE TOTAL NUMBER OF PAGES USED Check ! Solution Hold down the [Home Screen] key.
General Problems Check ! Solution Did login fail three times in a row? ■ After operation unlocks, log in using the correct user information. When [A Warning when Login Fails] is enabled in the setting mode and login fails 3 times in a row, a warning will be displayed and user authentication operation will lock for 5 minutes. (If you do not know your user information, contact your administrator.
General Problems THE DISPLAYED TRAY PAPER SIZE IS NOT ? CORRECT Check Is the paper size loaded to the bypass tray same with the paper size being displayed in the touch panel? ? ! Solution ■ Set the "Tray Settings" setting on the home screen and change to the paper size loaded with the paper size setting of the bypass tray.
General Problems ? THE PAPER MISFEEDS Check ! Solution Is tray 1 properly inserted all the way into the machine? ■ Push the tray firmly all the way into the machine. Is a torn piece of paper remaining in the machine? ■ Follow the instructions in the touch panel to remove all paper. Is too much paper loaded in the tray? ■ Reload the paper. Load no more than the maximum number of sheets and do not exceed the indicator line.
General Problems Check Does the machine recognize the paper size even though 8-1/2" x 14" size is correctly loaded in tray 2 to 4? ! Solution ■ When loading 8-1/2" x 14" size paper in tray 2 to 4, remove divider plate. Move divider plate all the way to the paper feed opening (right side), and pull up. ■ If the machine does not recognize the paper size even though 8-1/2" x 14" size is correctly loaded in tray 2 to 4, check if the holder in the tray is positioned at 8-1/2" x 14".
General Problems ? I DON'T KNOW HOW TO CHANGE THE PAPER SIZE Check Set the paper size used in each tray in the tray settings. ! Solution ■ The "Tray Settings" key can be found in the home screen. Tap this key to display the tray settings screen. Tap the tray whose paper size you want to change, select the paper type, and then tap the [Size] tab. Select the paper size and tap the [OK] key.
General Problems ? LINES APPEAR IN THE IMAGE Check ! Solution Are the scanning areas of the document glass or automatic document feeder dirty? ■ Clean the scanning areas of the document glass or automatic document feeder. ► Maintenance (page 6) Is the bypass feed roller dirty? ■ Clean the surface of the bypass feed roller.
General Problems ? SMUDGES APPEAR ON PRINTED OUTPUT Check ! Solution Are you using paper that is not within the specifications? ■ Use SHARP-recommended paper. Using paper that is for other models or special paper that is not supported may result in misfeeds, creases, or smudges. - "SUPPLIES" in Start Guide ■ Try setting the paper type to a type that is slightly heavier or slightly lighter than normal. (For plain paper, switch plain paper 1 to plain paper 2 or plain paper 2 to plain paper 1.
General Problems ? PART OF THE IMAGE IS CUT OFF Check ! Solution Has the correct paper size been set? ■ If you are using a non-standard size, be sure to specify the paper size. If the size of paper loaded into a tray was changed, be sure to check the paper size setting.
General Problems ? THE CONNECTED USB DEVICE CANNOT BE USED Check ! Solution Is the USB device compatible with the machine? ■ Ask your dealer if the device is compatible with the machine. USB devices that are not compatible with the machine cannot be used. Is the connected USB device recognized correctly? ■ When a USB device is connected to the machine and correctly recognized, an icon ( ) will appear at the top of the touch panel. If it is not recognized, connect it once again.
General Problems ? THE STAPLING POSITION IS NOT CORRECT Check Is the stapling position setting correctly? ! Solution ■ Check the stapling position in "PREVIEW SCREEN". PREVIEW IMAGES OR THUMBNAIL IMAGES DO ? NOT APPEAR Check Are there a number of jobs waiting to be executed? ! Solution ■ Wait until several of the jobs have been executed.
General Problems ? I DON'T KNOW WHERE THE IP ADDRESS SETTING IS Check The IP address is set in the Network Settings of Setting mode. ! Solution ■ To set a permanent IP address, ask your network administrator for the IP address assigned to the machine and other information necessary for the Network Settings.
General Problems I DON'T KNOW HOW TO RESTORE THE LARGE ? TEXT SETTING TO ITS ORGINAL STATE Check Is large text mode enabled in the home screen? ? ! Solution ■ If the large text mode icon is , large text mode is enabled. Tap the large text mode icon to change it to and cancel large text mode. I DON'T KNOW HOW TO ADJUST THE TIME THE MACHINE ENTERS ENERGY SAVE MODE Check Set the time the machine enters energy save mode in the Energy Save settings of setting mode.
General Problems I DON'T KNOW WHOM TO CONTACT FOR ? MAINTENANCE AND SERVICE Check Please check the customer support information. ! Solution ■ Contact your dealer or nearest SHARP Service Department.
Copying Problems CHECK LIST Have functions been disabled by the administrator? Some functions may have been disabled in the setting mode. When user authentication is enabled, the functions that you can use may be restricted in your user settings. Check with your administrator.
Copying Problems ? 2-SIDED COPYING DOES NOT TAKE PLACE Check ! Solution Does the paper type setting of the selected tray specify a type of paper that cannot be used for 2-sided copying? ■ Check "Paper Tray Settings" in the setting mode. "Settings" → [System Settings] → [Common Settings] → [Paper Settings] → [Paper Tray Settings] → [Tray Registration] → [Feeding Approved Job] Check the [Tray Settings] in the home screen.
Copying Problems ? THE IMAGE IS TOO LIGHT OR TOO DARK Check Is the image too light? Is the image too dark? ! Solution ■ Select an appropriate exposure mode for the original being copied and adjust the exposure level manually. Has an appropriate exposure mode for the original type been selected? ■ Select one of the following modes depending on the original type. (This can be set in normal mode.) • Text Use this mode for regular text documents.
Copying Problems ? PART OF THE IMAGE IS CUT OFF Check ! Solution Has an appropriate ratio been selected for the original size and paper size? ■ Select an appropriate ratio setting. Does the original size shown on the touch panel match the actual size of the original? ■ Check if the size of the original you placed matches the paper size setting. If not, set the correct original size.
Printing Problems CHECK LIST Have functions been disabled by the administrator? Some functions may have been disabled in the setting mode. When user authentication is enabled, the functions that you can use may be restricted in your user settings. Check with your administrator. ? Problem Check Page Is your PC connected correctly to the machine? 29 Is the machine connected to the same network (LAN, etc.
Printing Problems ? Problem Check Page MANY GARBLED CHARACTERS ARE PRINTED Is your computer or the machine in an unstable state? 35 AFTER THE ROUTER WAS REPLACED, I CAN NO LONGER PRINT TO THE MACHINE Does your computer connect to the machine? 35 ? PRINTING DOES NOT TAKE PLACE Check ! Solution Is your PC connected correctly to the machine? ■ Make sure that the cable is connected securely to the LAN connector of your PC and that of the machine.
Printing Problems Check ! Solution Is the I/O timeout setting too short? ■ Check with your administrator. If the I/O timeout setting is too short, errors may occur while writing to the printer. Ask the administrator of the machine to configure an appropriate time in "I/O Timeout". "Settings (administrator)" → [System Settings] → [Printer Settings] → [Condition Settings] → [I/O Timeout]. Was a Notice Page printed? ■ Check the Notice Page.
Printing Problems ? I DON'T KNOW HOW TO CANCEL PRINTING Check Follow the steps below to cancel printing ! Solution ■ If the print data has not been spooled to the machine, refer to the manual for your operating system or application. If the print data has been spooled to the machine, tap the [Job Status] key, the [Spool] key, or the [Job Queue] key, and select the job you want to delete from the list. Open the action panel and tap [Stop/Delete]. A message will appear to confirm the cancelation.
Printing Problems DIRECT PRINTING OF A FILE IN A SHARED ? FOLDER ON A COMPUTER IS NOT POSSIBLE Check Is [IPsec Settings] enabled on the machine? ? ! Solution ■ Check with your administrator. When [IPsec Settings] is enabled in the setting mode, direct printing of a file in a shared folder may not be possible in your PC environment. For information about [IPsec Settings], consult your administrator.
Printing Problems ? THE IMAGE IS TOO LIGHT OR TOO DARK Check ! Solution Is the overall print density too light? ■ Use the setting below to change the overall print density. Select "Settings (administrator)" - [System Settings] → [Image Quality Adjustment] → [Print Image Quality] → [Quick Image Quality Adjustment]. Set default setting [2] to [3 (Sharp)] to increase the overall density, or [1 (Smooth)] to decrease the overall density.
Printing Problems ? PART OF THE IMAGE IS CUT OFF Check ! Solution Does the paper size specified by the job match the size of paper loaded into the tray? ■ Make sure that the paper size setting matches the size of paper loaded into the tray. Windows: The setting is selected in the [Paper Source] tab of the printer driver. If [Paper Tray] is selected, check the loaded paper and the paper size setting. macOS: The setting is selected in the [Page Setup] menu.
Printing Problems ? MANY GARBLED CHARACTERS ARE PRINTED Check Is your computer or the machine in an unstable state? ? ! Solution ■ Cancel printing, restart your PC and the machine, and try printing again. If there is only a small amount of free space remaining in the memory or hard drive of your PC, or if a large number of jobs have been spooled on the machine and only a small amount of free space remains, text may be printed as garbled characters.
Fax Problems CHECKLIST Have functions been disabled by the administrator? Some functions may have been disabled in the setting mode. When user authentication is enabled, the functions that you can use may be restricted in your user settings. Check with your administrator.
Fax Problems ? Problem Check Page I DON'T KNOW HOW TO PREVIEW RECEIVED FAXES Enable the image preview setting for received faxes in setting mode. 43 NOTIFICATION SOUNDS ARE TOO LOUD OR TOO SOFT, OR ARE NOT AUDIBLE (VOLUME ADJUSTMENT) Have you adjusted the volume in the speaker settings of setting mode? 44 You can adjust the volume of the original scan complete sound in the scan complete sound setting of setting mode.
Fax Problems Check ! Solution Does the job status screen (completed jobs) or a transaction report indicate that the transmission was not successful? ■ Perform the transmission again. If the transmission is still not successful after recalling is performed as set in [Recall in Case of Line Busy] or [Recall in Case of Communication Error], the transmission failure will be indicated in the job status screen and the transaction report.
Fax Problems TRANSMISSION DOES NOT BEGIN AT THE ? SPECIFIED TIME Check ! Solution Is the machine's clock set to the correct time? ■ Set the clock to the correct time. "Settings" → [System Settings] → [Common Settings] → [Device Control] → [Clock] Is a transmission in progress? ■ If another transmission is in progress when the specified time arrives, the timer operation will begin after that transmission is finished.
Fax Problems MANUAL RECEPTION/POLLING RECEPTION ? ARE NOT POSSIBLE Check Is little free memory remaining? ! Solution ■ If any of the following applies, print or delete received faxes to increase available memory space for receiving faxes. • The memory contains data that has been received with the received image check setting enabled. • The memory contains data that has been received with confidential reception or that is protected by a password. • A fax is stored in the memory box.
Fax Problems ? DIALING IS NOT POSSIBLE Check ! Solution Is the extension telephone connected? ■ Check the connections. Check the telephone line jack, the wall jack, and any extension adapters to make sure that all connections are secure.
Fax Problems AN ADDRESS (A ONE-TOUCH INDIVIDUAL KEY ? OR GROUP KEY) CANNOT BE STORED Check Has the maximum number of keys been stored? ? ! Solution ■ Adjust the number of stored keys. Delete addresses (one-touch keys and group keys) that are not being used.
Fax Problems I DON'T KNOW HOW TO FORWARD RECEIVED ? FAXES Check Use the received fax forwarding settings in setting mode. ? ! Solution ■ You can forward received faxes to a forwarding destination set in advance. Enable [Inbound Routing Settings] in "Settings (administrator)" - [System Settings] → [Image Send Settings] → [Inbound Routing (Forwarding/Storing) Settings] → [Administration Settings]. Tap [Add] and set the forwarding destination and forwarding conditions.
Fax Problems ? NOTIFICATION SOUNDS ARE TOO LOUD OR TOO SOFT, OR ARE NOT AUDIBLE (VOLUME ADJUSTMENT) Check ! Solution Have you adjusted the volume in the speaker settings of setting mode? ■ Adjust the on-hook volume, ringing volume, line monitor volume, send/receive completion volume, and send/receive error volume in "Settings (administrator)". "Settings (administrator)" → [System Settings] → [Common Settings] → [Sound Settings] → [Beep Sound Settings (Common)] → [Scan Complete Sound (Image Send)].
Fax Problems THE DATA NOTIFICATION INDICATOR DOES ? NOT TURN OFF Check Is an error preventing received faxes from being printed? ? ! Solution ■ The data notification indicator blinks when a received fax remains in memory without being printed. Clear the error that is preventing printing. I DON'T KNOW HOW TO CHECK AN ADDRESS WHEN SENDING A FAX Check ! Solution Tap the [Address Review] key. ■ Tap the [Address Review] key to view a list of the addresses. Is "Fax Dest.
Image Send Problems CHECKLIST Have functions been disabled by the administrator? Some functions may have been disabled in the setting mode. When user authentication is enabled, the functions that you can use may be restricted in your user settings. Check with your administrator.
Image Send Problems ? Problem Check Page I WANT TO CHANGE THE FORMAT OR COMPRESSION OF A SCANNED IMAGE Use the [Format] key. 52 I DON'T KNOW HOW TO CHECK AN ADDRESS WHEN SENDING AN IMAGE Tap the [Address Review] key.
Image Send Problems AUTO SELECTION OF THE COLOR MODE DOES ? NOT TAKE PLACE CORRECTLY Check Are you scanning one of the following types of originals? When Black & White is not selected: • Are there colors or coloring in the paper? When Color is not selected: • Is the color in the original very light? • Is the color in the original very dark, almost black? • Is only a very small area of the original colored? ? ! Solution ■ Specify the color mode manually.
Image Send Problems ? TRANSMISSION TAKES A LONG TIME Check Is the resolution setting appropriate at the time of scanning? ! Solution ■ Select resolution and data compression settings that are suited to the purpose of transmission.
Image Send Problems THE QUALITY OF THE SCANNED IMAGE IS ? POOR Check ! Solution Is the original printed matter such as a book or magazine? ■ To reduce the moire effect, take the following procedure: When the original is printed matter, vertical patterns (moire) may occur. Select [Others] → [Sharpness] in the Base Screen of normal mode and soften the edges of image to reduce the moire effect (only in "E-Mail", "FTP/Desktop", "Network Folder", and "Scan to External Memory Device").
Image Send Problems THE SCANNED IMAGE IS UPSIDE DOWN OR ON ? ITS SIDE Check Are Internet fax addresses included in the transmission? ? ! Solution ■ Send the image to the scan mode and Internet fax mode destinations separately.
Image Send Problems AN ADDRESS (A ONE-TOUCH INDIVIDUAL KEY ? OR GROUP KEY) CANNOT BE STORED Check Has the maximum number of keys been stored? ? ! Solution ■ Adjust the number of stored keys. Delete addresses (one-touch keys and group keys) that are not being used.
Image Send Problems AFTER THE ROUTER WAS REPLACED, I CAN'T ? USE SCAN TO NETWORK FOLDER OR SCAN Check Has the machine's IP address been changed? ! Solution ■ Check the IP address setting. If the machine does not have a permanent IP address (the machine receives an IP address from a DHCP server), scanning to network folder or scanning will not be possible if the IP address changes. You can check the machine's IP address in [Network Status] of setting mode.
Document Filing Problems CHECK LIST Have functions been disabled by the administrator? Some functions may have been disabled in the setting mode. When user authentication is enabled, the functions that you can use may be restricted in your user settings. Check with your administrator.
Document Filing Problems A JOB CANNOT BE STORED IN A CUSTOM ? FOLDER Check Does the custom folder have a PIN Code? ! Solution ■ Enter the PIN Code configured in the machine in the document filing save screen. ? A STORED FILE HAS DISAPPEARED Check ! Solution Did you enable the [Delete] checkbox to print a stored file? ■ If you print the file by enabling the [Delete] checkbox, the file is automatically deleted after being printed.
Document Filing Problems THE PROPERTY OF A FILE CANNOT BE SET TO ? [Confidential] Check Is the file in the Quick File folder? ? Solution ■ Move the file to a different folder and then set its property to "Confidential". [Confidential] cannot be specified for a file in the Quick File folder. (Note that [Protect] can be specified for a file in the Quick File folder to prevent it from being easily deleted.
Document Filing Problems ? I DON'T KNOW HOW TO SCAN TO USB MEMORY Check ! Solution Did you insert the USB memory device? ■ When you insert a USB memory device in the machine, a message will appear. To scan to USB memory, tap the [Scan to External Memory Device] key. The external memory device screen set in Easy Scan mode appears. Place the original and tap the [Start] key to scan the document into the USB memory device.
Useful Tips Quick guide to frequently used printing methods (3) (1) (2) Output Duplex printing Orientation of originals Print result A A 1 1 Paper tray Tray type Driver setting Print side Trays 1 - 4 Face up Bypass tray Face down (1) (2)* 2 (3) A 1 A Trays 1 - 4 Face up Bypass tray Face down (1)* 1 (2)* 2 (3) 58
Useful Tips Output Duplex printing and N-Up (2in1) Orientation of originals Print result A B A 1 Paper tray Tray type Driver setting Print side Trays 1 - 4 Face up Bypass tray Face down (1) 2 Front 1 (2)* B C D 2 3 (3)* 4 Back C 3 D 4 A B A 1 1 B Trays 1 - 4 Face up Bypass tray Face down (1)* 2 (2)* Front 2 C C D 3 (3)* 3 D 4 Back 4 * Must be changed from default setting.
Useful Tips Scanning a document to your computer Creating a network folder The example of sharing a folder with the name "sample" with everyone on the network is explained below. After creating a folder with the name "sample" on the desktop, right-click and select [Properties]. 1 Click [Sharing] and [Advanced Sharing].
Useful Tips 3 Select the [Share this folder] checkbox and click the [Permissions] button. (1) (2) 4 Select "Everyone", select the [Allow] checkboxes of [Change] and [Read], and click [OK]. (1) (2) 5 Click the [OK] button in the "Advanced Sharing" screen to close the screen and click the [Close] button.
Useful Tips Sending a document to a shared folder 1 Tap the [Network Folder] mode icon. 2 Tap "Touch to input Address" and tap the [Browse] key in the network folder entry screen. 3 Tap the key of the workgroup that you wish to access. • Tap and enter a keyword to search for a workgroup, server, or network folder. • Up to 100 workgroups, 100 servers, and 100 network folders are displayed. • Tap 4 to return to the screen of step 2. Tap the key of the server or computer that you wish to access.
Useful Tips After the settings are completed, tap the [Execute] key. 6 You will return to the screen of step 2. Tap the [Execute] key again to accept the destination. Tap the [Start] key.
Useful Tips Changing the scan settings You can convert a scanned document directly to an Office file or to a searchable PDF that lets you find text.
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