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? ●Document glass Place the original in the back left corner. If the original has a fold, straighten the fold before placing. (This prevents original misfeeds.) ●Automatic Document Feeder Do not exceed the indicator line Align the edges and place face up Mark Platen Scale If the original has a fold, straighten the fold before placing. (This prevents original misfeeds.
General Problems Maintenance How to clean the automatic document feeder and document glass MX-C304/C304W/C304WH MX-C303/C303W/C303WH (1) (4) (2) (5) RSPF/DSPF (3) (6) Paper feed roller How to clean the bypass feed roller Bypass feed roller Removing a toner cartridge How to clean the feed roller of tray 1 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 tray 1 properly inserted all the way into the machine? 13 Is a torn piece of paper remaining in the machine? 13 Is too much paper loaded in the tray? 13 Are multiple sheets feeding at once? 13 Are you using paper that is not within the specifications? 13 Are the tray guides adjusted to the width of the paper? 13 Is the feed roller dirty? (Tray 1, bypass tray) 13 Is the paper size specified? 14 Did you add paper to tray? 14 Are you using punched
General Problems ? Problem Check Page Is the USB device compatible with the machine? 19 Is the connected USB device recognized correctly? 19 Is the USB memory formatted as FAT32 or NTFS? 19 Are you using a USB memory device with a capacity of more than 32 GB? 19 PREVIEW IMAGES OR THUMBNAIL IMAGES DO NOT APPEAR Are there a number of jobs waiting to be executed? 20 THE TOUCH PANEL DISPLAY IS DIFFICULT TO VIEW Is the brightness properly adjusted? 20 YOU WERE LOGGED OUT WITHOUT LOGGING OUT YOU
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 ? I DON'T KNOW HOW TO PROHIBIT COLOR PRINTING Check ! Solution You can prohibit color printing in User Control. ■ When user authentication is enabled, you can prohibit color printing for specific users. "Settings (administrator)" → [User Control] → [User Settings] → [User List]. "Settings (administrator)" → [User Control] → [Access Control Settings] → [Machine Page Limit Setting]. For copy mode, you can set copying to black & white priority.
General Problems THE ORIGINAL MISFEEDS (AUTOMATIC DOCUMENT ? FEEDER) Check ! Solution Is too much paper loaded into the document feeder tray? ■ Make sure that the stack of paper in the tray is not higher than the indicator line. ► Placing the original and adding paper (page 5) Is the original a long original? ■ When using the automatic document feeder to scan a long original, set the scan size to [Long Size]. (Note that long originals cannot be copied using the copy function.
General Problems Check ! Solution Is the paper size specified? ■ Be sure to specify the paper size. "Settings" → [System Settings] → [Common Settings] → [Paper Settings] → [Paper Tray Settings] → [Tray Registration] Did you add paper to tray? ■ When adding paper, remove any paper remaining in the bypass tray, combine it with the paper to be added, and reload as a single stack. If paper is added without removing the remaining paper, a misfeed may occur. Do not add paper in tray 1 to 5.
General Problems ? PAPER DOES NOT FEED FROM THE PAPER TRAY Check ! Solution Is the paper loaded correctly into the paper tray? ■ Set the guides to the size of the paper. Reload the paper. Load no more than the maximum number of sheets and do not exceed the indicator line. Push the paper tray slowly and firmly all the way into the machine.
General Problems ? THE IMAGE IS SKEWED ON THE PAPER Check ! Solution Is too much paper loaded into the bypass tray? ■ Reload the paper. Load no more than the maximum number of sheets and do not exceed the indicator line. The maximum number of sheets varies depending on the paper type setting. Are the tray guides adjusted to the width of the paper? ■ Adjust the tray guides to the paper size so that they are neither too tight nor too loose for the width of the paper.
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 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. THE TOUCH PANEL DISPLAY IS DIFFICULT TO VIEW Check Is the brightness properly adjusted? ? ! ! Solution ■ Tap the [LCD Control] key ( ) on the home screen to adjust the brightness.
General Problems I DON'T KNOW HOW TO CHANGE THE BACKGROUND ? COLOR OF THE HOME SCREEN Check You can change the background color in "MFP Display Pattern Setting". ? Solution ■ Open the action panel on the home screen and tap [MFP Display Pattern Setting]. Enter the administrator password, and select the desired color from patterns 1 to 5. For more information, see User's Manual (Touch Panel Operation).
General Problems 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. ! Solution ■ Set the time the machine enters energy save mode in the Energy Save settings of setting mode. Set the time the machine enters Preheat Mode.
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 ? COLORS ARE OFF Check Did you perform "Registration Adjustment"? ! Solution ■ Ask your administrator to perform "Registration Adjustment". "Settings (administrator)" → [System Settings] → [Image Quality Adjustment] → [Collective Adjustment] → [Registration Adjustment] . If the color tones are off, perform [Auto Color Calibration (for Copy)] after finishing registration adjustment. (If the colors are still off after calibration, repeating calibration may improve the results.
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? 28 Is the machine connected to the same network (LAN, etc.
Printing Problems ? Problem Check Page Does the paper size specified by the job match the size of paper loaded into the tray? 34 Is the print orientation setting (portrait or landscape) correct? 34 Are the margins set correctly in the layout settings of the application? 34 Are you using a type of paper (envelopes, punch paper, etc.
Printing Problems Check ! Solution Is the machine specified correctly in the application that you are using for printing? ■ Check whether the machine's printer driver has been selected from the print window of the application. If the machine's printer driver does not appear in the list of available printer drivers, it may not be installed correctly. Remove the printer driver and then install it once again.
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 ? I DON'T KNOW HOW TO PRINT ON SPECIAL MEDIA (ENVELOPES, ETC.) Check Load envelopes or other special media in the bypass tray. ! Solution ■ After loading the media, set the paper size and paper in [Tray Settings] in the home screen. For details on the method of setting the paper, and the type and size of paper, such as the envelope type, etc, refer to the User's Manual.
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 TEXT AND LINES ARE FAINT AND DIFFICULT TO ? SEE Check ! Solution Was color data printed in black and white? (Windows) ■ Check the settings of the printer driver. When color text and lines are printed in black and white, they may become faint and difficult to see. To have color text or lines (areas) that could become faint converted to black, select [Text To Black] or [Vector To Black] on the [Image Quality] tab of the printer driver.
Printing Problems ? THE IMAGE IS UPSIDE DOWN Check ! Solution Are you using a type of paper (envelopes, punch paper, etc.) that can only be loaded in a fixed orientation? ■ Rotate the image 180 degrees before printing. When the image size and paper size are the same but the orientations are different, the orientation of the image is automatically rotated to match the paper. However, when the paper can only be loaded in a fixed orientation, the image may be printed upside down.
Printing Problems AFTER THE ROUTER WAS REPLACED, I CAN NO ? LONGER PRINT TO THE MACHINE Check Does your computer connect to the machine? ! Solution ■ The network connection between the machine and your computer may not be working correctly. Check the machine's IP address and your computer's IP address, and make sure that your computer can connect to the machine. Also check if the correct "Print Port" is specified in your computer's driver settings. • Check the IP address setting.
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 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? 45 You can adjust the volume of the original scan complete sound in the scan complete sound setting of setting mode. 45 I DON'T KNOW HOW TO STORE OR PRINT SENDER INFORMATION You can store sender information in "Own Name and Destination Set" in 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. Is the line busy? ■ Wait until the communication is completed. ? YOU CANNOT TALK TO THE OTHER PARTY Check Did you dial using the speaker? ! Solution ■ Use the extension telephone.
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. 53 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 ! Solution Do the custom folders created with the machine appear in "Folder Information"? (When printing) ■ Click the [Get Folder Name] button in the document filing save screen of the printer driver to call up the custom folders that have been created on the machine. Does the custom folder have a PIN Code? ■ Enter the PIN Code configured in the machine in the document filing save screen.
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 - 5 Face up Bypass tray Face down (1) (2)* 2 A 1 A Trays 1 - 5 Face up Bypass tray Face down (1)* 1 (2)* 2 59
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 - 5 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 - 5 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 Tap the [Network Folder] mode icon. 1 Toner Quantity Bk C M Y Operation Guide Enlarge Display Mode Settings Total Count LCD Control Job Status Tap "Touch to input Address" and tap the [Browse] key in the network folder entry screen. 2 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.
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 OCR function 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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