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 Align the edges and place face up Insert all the way in If the original has a fold, straighten the fold before placing. (This prevents original misfeeds and incorrect detection of the original size) 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 In a duplex single pass feeder (DSPF) In a reversing single pass feeder (RSPF) Paper feed roller How to clean the bypass feed roller Removing a toner cartridge Bypass feed roller Position of staple replacement and staple jam explanation label ●Inner finisher Toner cartridge Waste toner box Discarding punch waste ●Finisher ●Finisher ●Inner finisher ●Saddle stitch finisher/Saddle Stitch Finisher (large stacker)
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 a torn piece of paper remaining in the machine? 14 Is too much paper loaded in the tray? 14 Are multiple sheets feeding at once? 14 Are you using paper that is not within the specifications? 14 Are the bypass tray guides adjusted to the width of the paper? 14 Is the bypass tray extension guide pulled out? 14 Is the bypass feed roller dirty? 14 Is A5 (5-1/2" x 8-1/2") size paper loaded? 14 Is the paper size specified? 14 Did you add paper to the
General Problems ? Problem Check Page A COVER OR INSERT IS NOT PRINTED ON THE SPECIFIED PAPER Has the paper type been set correctly? 19 THE CONNECTED USB DEVICE CANNOT BE USED 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 Does a message appear indicating that you need to remove paper from the stapler compiler? 20
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 Check Is the detection range set correctly? ! Solution ■ Adjust the detection range. Motion sensor Near ? Far PRINTING IS NOT POSSIBLE OR STOPS DURING A JOB Check ! Solution Is a tray out of paper? ■ Add paper as instructed by the message in the touch panel. Is the machine out of toner? ■ Replace the toner cartridge. ► Maintenance (page 6) Has a paper misfeed occurred? ■ Remove the misfeed as instructed by the message in the touch panel.
General Problems THE ORIGINAL SIZE IS NOT AUTOMATICALLY ? SELECTED OR THE WRONG SIZE IS SELECTED ! Check Solution Is the original curled or folded? ■ Straighten the original. The correct original size cannot be detected if the original is curled or folded. Did you place an original smaller than A5 (5-1/2" x 8-1/2") size? ■ Select the original size manually. Original sizes smaller than A5 (5-1/2" x 8-1/2") cannot be detected.
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 Did you add paper to the 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 other than the bypass tray. Are you using punched paper? ■ When using punched paper, set the paper type to punched.
General Problems ? THE OUTPUT IS NOTICEABLY CURLED AND UNEVEN Check Remove the paper, turn it over, and reload it. Using a different paper type may solve the problem. ! Solution ■ This may improve some states of paper curling. ► Placing the original and adding paper (page 5) ? 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.
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. ► Maintenance (page 6) Did you clean the main charger of the photoconductive drum? ■ Clean the main charger of the photoconductive drum.
General Problems WHEN PRINTING ON THICK PAPER, THE PRINT ? RESULT IS DIRTY FROM THE 2ND PAGE ON Check Has the paper type been set correctly? ! Solution ■ Set the correct paper type in the tray settings. Make sure that the following did not occur: • When using heavy paper, change the paper type in the tray settings to Heavy. (The image may disappear if rubbed.) • Paper other than heavy paper is being used, but heavy paper is selected in the tray settings. (This may cause creases and misfeeds.
General Problems PRINTING TAKES PLACE ON THE WRONG SIDE ? OF THE PAPER Check Is the paper loaded with the print side facing in the correct direction? ? ! Solution ■ Make sure that the print side of paper is facing in the correct direction. • Trays 1 to 4: Place the paper with the print side face up.* • Bypass Tray, Tray 5: Place the paper with the print side face down.* * When the paper type is "Pre-Printed" or "Letter Head", load the paper in the opposite way.
General Problems THE FINISHER/SADDLE FINISHER DOES NOT ? OPERATE Check ! Solution Does a message appear indicating that you need to remove paper from the stapler compiler? ■ Remove all remaining paper from the stapler compiler. Have functions been disabled by the administrator? ■ Check with your administrator. Some functions may have been disabled in the setting mode.
General Problems ? PUNCHING DOES NOT TAKE PLACE Check ! Solution Does a message appear instructing you to check the punch module? ■ Dispose of punch scraps. ► Maintenance (page 6) Is a different size of paper mixed in? ■ Punching is not possible when different widths of paper are mixed together. To perform mixed size punching, use paper of the same width and select the [Same Width] setting. When copying, select [Same Width] for [Mixed Size Original] in [Others].
General Problems ? THE FOLD POSITION IS NOT CORRECT Check Is the original placed face up or face down correctly? ! Solution ■ Check the orientation for loading the original or the orientation of the paper to be folded, and take appropriate actions. For more information, see the "User's Manual". 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 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 ? COPIES COME OUT BLANK Check Is the original placed face up or face down correctly? ! Solution ■ When using the document glass, the original must be placed face down. When using the automatic document feeder, the original must be placed face up. I WANT TO COPY MULTIPLE A4 PAGES ONTO ? ONE A4 SHEET OF PAPER Check Use N-Up. ! Solution ■ N-Up lets you reduce and copy the images of up to eight A4 pages on one sheet. Tap the [N-Up] key.
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? 30 Is the machine connected to the same network (LAN, etc.
Printing Problems ? Problem AFTER THE ROUTER WAS REPLACED, I CAN NO LONGER PRINT TO THE MACHINE Check Page Does your computer connect to the machine? 37 ? 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. If you are connecting to a network, make sure that the LAN cable is securely connected to the hub as well.
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 ? 2-SIDED PRINTING 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 printing? ■ 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.
Printing Problems ? A TRAY, FINISHER, OR OTHER PERIPHERAL DEVICE INSTALLED ON THE MACHINE CANNOT BE USED Check Have the peripheral devices that are installed on the machine been configured with the printer driver? ! Solution ■ Open the printer properties dialog box and click [Auto Configuration] on the [Options] tab. (Windows) If auto configuration cannot be executed, see the Software Setup Guide.
Printing Problems TEXT AND LINES ARE FAINT AND DIFFICULT TO ? SEE Check ! Solution Is the overall print density too light? ■ Use the setting below to change the overall print density. Select "Settings (Web version)" - [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 ? 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 I DON'T KNOW HOW TO FORWARD RECEIVED FAXES Use the received fax forwarding settings in setting mode. 45 I DON'T KNOW HOW TO PREVIEW RECEIVED FAXES Enable the image preview setting for received faxes in setting mode.
Fax Problems Check ! Solution Does a message appear indicating that the memory is full? ■ Divide the originals into sets and fax each set separately, or use direct transmission. If the memory becomes full, the transmission will be canceled. Does a message appear notifying you that the original size was not detected? ■ Place the original again. If the original size is still not detected correctly, specify the original size manually.
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)".
Fax Problems THE DATA NOTIFICATION INDICATOR DOES ? NOT TURN OFF Check ! Solution Did you retrieve a received fax that was printed? ■ The data notification indicator blinks until received faxes are retrieved. Is an error preventing received faxes from being printed? ■ The data notification indicator blinks when a received fax remains in memory without being printed. Clear the error that is preventing printing.
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. 54 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, Large capacity tray Face down Trays 1 - 4 Face up Bypass tray, Large capacity tray Face down (1) (2) 2 A 1 A 1 2 60 (1)* (2)*
Useful Tips Output Duplex printing and N-Up (2in1) Orientation of originals Print result A B A 1 2 Front 1 B Paper tray Tray type Driver setting Print side Trays 1 - 4 Face up Bypass tray, Large capacity tray Face down (1) (2)* C D 2 3 (3)* 4 Back C 3 D 4 A B A 1 1 B 2 Trays 1 - 4 Face up Bypass tray, Large capacity tray Face down (1)* (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 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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