Toshiba e-STUDIO5520c Troubleshooting Manual

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problems that could occur while you are using the equipment. Keep this guide within easy reach, and use it to configure an environment that makes best use of the e-STUDIO’s functions. „ How to read this manual ‰ Symbols in this manual In this manual, some important items are described with the symbols shown below. Be sure to read these items before using this equipment. Other than the above, this manual also describes information that may be useful for the operation of this equipment with the following signage: ‰ Screens y Screens in this manual may differ from the actual ones depending on the use-environment of the equipment such as the installing status of options. y Screens of when paper in the A/B format is used are given in this manual. If you use paper in the LT format, the display or the order of buttons may differ from that of your equipment. ‰ Trademarks y The official name of Windows 2000 is Microsoft Windows 2000 Operating System. y The official name of Windows XP is Microsoft Windows XP Operating System. y The official name of Windows Vista is Microsoft Windows Vista Operating System. y The official name of Windows 7 is Microsoft Windows 7 Operating System. y The official name of Windows Server 2003 is Microsoft Windows Server 2003 Operating System. y The official name of Windows Server 2008 is Microsoft Windows Server 2008 Operating System. y Microsoft, Windows, Windows NT, and the brand names and product names of other Microsoft products are trademarks of Microsoft Corporation in the US and other countries. y Apple, AppleTalk, Macintosh, Mac, Mac OS, Safari and TrueType are trademarks of Apple Inc. in the US and other countries. y Adobe, Adobe Acrobat, Adobe Reader, Adobe Acrobat Reader, and PostScript are trademarks of Adobe Systems Incorporated. y Mozilla, Firefox and Firefox logo are trademarks or registered trademarks of Mozilla Foundation in the U.S. and other countries. y IBM, AT and AIX are trademarks of International Business Machines Corporation. y NOVELL, NetWare, and NDS are trademarks of Novell, Inc. y TopAccess is a trademark of Toshiba Tec Corporation. y Other company names and product names in this manual are the trademarks of their respective companies. Indicates a potentially hazardous situation which, if not avoided, could result in death, serious injury, or serious damage, or fire in the equipment or surrounding assets. Indicates a potentially hazardous situation which, if not avoided, may result in minor or moderate injury, partial damage to the equipment or surrounding assets, or loss of data. Indicates information to which you should pay attention when operating the equipment. Describes handy information that is useful to know when operating the equipment. Pages describing items related to what you are currently doing. See these pages as required.

Messages Displayed on the Touch Panel .............................................................................. 8 Clearing a Paper Jam............................................................................................................. 11 Locating a paper jam........................................................................................................... 11 Clearing a paper jam ........................................................................................................... 12 Paper jam in the Reversing Automatic Document Feeder .................................................. 13 Paper jam in the External Large Capacity Feeder (optional)............................................... 15 Paper jam in the drawer feeding portion.............................................................................. 17 Paper jam in the bypass tray............................................................................................... 18 Paper jam in the right side of the equipment....................................................................... 18 Paper jam in the duplexing unit ........................................................................................... 21 Paper jam in the Finisher and the Hole Punch Unit (both optional)..................................... 22 Paper jam in the Saddle Stitch unit (optional) ..................................................................... 26 Paper jam in the receiving unit ............................................................................................ 30 Paper jam in the bridge unit................................................................................................. 32 Clearing paper jams caused by a wrong paper size setting................................................ 33 Clearing paper jams caused by a wrong paper type setting................................................ 38 Clearing a Staple Jam ............................................................................................................ 42 Staple jam in the Finisher.................................................................................................... 42 Staple jam in the Saddle Stitch unit..................................................................................... 43 Replacing a Toner Cartridge ................................................................................................. 46 Replacing a “Near Empty” toner cartridge........................................................................... 49 Replacing the Waste Toner Box............................................................................................ 52 Refilling With Staples............................................................................................................. 54 Refilling the Finisher staples................................................................................................ 54 Refilling the Saddle Stitch unit staples ................................................................................ 55 Cleaning the Hole Punch Dust Bin ....................................................................................... 58 Chapter 2 TROUBLESHOOTING FOR COPYING Copying Problems.................................................................................................................. 60 Chapter 3 TROUBLESHOOTING FOR PRINTING Print Job Problems................................................................................................................. 64 Clearing print job errors....................................................................................................... 64 Cannot remember the document password for a Private Print job...................................... 65 Printer Driver Problems ......................................................................................................... 66 Cannot print (port setting problems).................................................................................... 66 Cannot print (SNMP Community Name problems).............................................................. 66 Command line options not processed ................................................................................. 66 Retrieval of printer configuration failed................................................................................ 67 Cannot print a job as expected using PS3 printer driver ..................................................... 67 Cannot change settings on the [Fonts] tab and the [Configuration] tab .............................. 67 Network Connection Problems ............................................................................................. 68 Cannot print with the equipment (network connection problems)........................................ 68 Cannot print with SMB print................................................................................................. 68

Client Problems ..................................................................................................................... 69 Checking the client status.................................................................................................... 69 Hardware Problems................................................................................................................ 70 Startup page not printed...................................................................................................... 70 Print jobs not output ............................................................................................................ 70 Chapter 4 TROUBLESHOOTING FOR SCANNING Scanning Problems................................................................................................................ 72 Cannot E-mail my scans...................................................................................................... 72 Cannot find the data saved in the shared folder.................................................................. 72 Chapter 5 TROUBLESHOOTING FOR e-Filing e-Filing Web Utility Problems................................................................................................ 74 e-Filing Web Utility terminates the session.......................................................................... 74 Numerous sub windows repeatedly appear ........................................................................ 74 Displaying the items in the Contents Frame takes a long time............................................ 74 Error messages ................................................................................................................... 75 Chapter 6 TROUBLESHOOTING FOR NETWORK CONNECTIONS Locating the Equipment in the Network............................................................................... 78 Cannot locate the equipment in the network ....................................................................... 78 Cannot locate the equipment with Local Discovery............................................................. 79 Equipment does not respond to ping command.................................................................. 80 LDAP Search and Authentication Problems........................................................................ 81 Network shutdown occurs or touch panel disabled after LDAP search............................... 81 LDAP authentication takes a long time................................................................................ 81 Printing Problems (Network Related)................................................................................... 82 SMB print and Point&Print in a Windows operating system environment ........................... 82 Raw TCP or LPR print in a Windows operating system environment ................................. 82 IPP print in a Windows operating system environment ....................................................... 83 Novell print in a NetWare environment................................................................................ 83 Macintosh environment ....................................................................................................... 84 UNIX/Linux environment...................................................................................................... 84 Network Fax (N/W-Fax) Driver Problems.............................................................................. 85 N/W-Fax Driver Installation Error Messages ....................................................................... 85 N/W-Fax Driver General Errors ........................................................................................... 86 Chapter 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Hardware Status Icons on TopAccess [Device] Tab........................................................... 90 Error Messages ...................................................................................................................... 92 Error Codes............................................................................................................................. 96 Error codes on print jobs ..................................................................................................... 96 Error codes on transmission and reception......................................................................... 98 Error codes on scan jobs................................................................................................... 101

When You Think Something Is Wrong With the Equipment............................................. 106 General operations............................................................................................................ 106 Originals and paper ........................................................................................................... 107 Regular Maintenance ........................................................................................................... 108 INDEX ................................................................................................................................................................... 109

HARDWARE This chapter describes how to troubleshoot the problems with paper, toner and other finishing processes. This chapter also describes how to supply the paper, toner and staples. Messages Displayed on the Touch Panel .............................................................................. 8 Clearing a Paper Jam............................................................................................................. 11 Locating a paper jam............................................................................................................................................11 Clearing a paper jam ............................................................................................................................................12 Paper jam in the Reversing Automatic Document Feeder ...................................................................................13 Paper jam in the External Large Capacity Feeder (optional)................................................................................15 Paper jam in the drawer feeding portion ..............................................................................................................17 Paper jam in the bypass tray................................................................................................................................18 Paper jam in the right side of the equipment........................................................................................................18 Paper jam in the duplexing unit ............................................................................................................................21 Paper jam in the Finisher and the Hole Punch Unit (both optional) .....................................................................22 Paper jam in the Saddle Stitch unit (optional) ......................................................................................................26 Paper jam in the receiving unit .............................................................................................................................30 Paper jam in the bridge unit .................................................................................................................................32 Clearing paper jams caused by a wrong paper size setting.................................................................................33 Clearing paper jams caused by a wrong paper type setting.................................................................................38 Clearing a Staple Jam ............................................................................................................ 42 Staple jam in the Finisher .....................................................................................................................................42 Staple jam in the Saddle Stitch unit ......................................................................................................................43 Replacing a Toner Cartridge ................................................................................................. 46 Replacing a “Near Empty” toner cartridge............................................................................................................49 Replacing the Waste Toner Box............................................................................................ 52 Refilling With Staples............................................................................................................. 54 Refilling the Finisher staples.................................................................................................................................54 Refilling the Saddle Stitch unit staples..................................................................................................................55 Cleaning the Hole Punch Dust Bin ....................................................................................... 58

8 Messages Displayed on the Touch Panel Messages Displayed on the Touch Panel When a message appears on the touch panel, see the table below to solve the problem. Message Problem Description Solution Close *** cover. The cover indicated by *** is open. Check the cover on the touch panel and close it. Misfeed in *** Paper jam has occurred inside the equipment. Remove the jammed paper following the guidance displayed on the touch panel. P.11 “Clearing a Paper Jam” Install new *** toner cartridge No toner is left. “***” indicates the color. (The colors are shown abbreviated when two or more toners are running out: Y: yellow, M: magenta, C: cyan, and K: black.) See the color indication on the touch panel and replace the toner cartridge. (About another 2000 copies can be made after this message appears. The number varies depending on the conditions of copying.) P.46 “Replacing a Toner Cartridge” Check paper size setting on control panel for drawer N Paper jam has occurred because of the mismatch between the paper size placed in drawer N and the size registered for drawer N on the equipment. Just removing the jammed paper does not prevent another paper jam. Be sure to correctly register the paper size in the equipment. P.33 “Clearing paper jams caused by a wrong paper size setting” Check paper type setting for drawer N Paper jam has occurred because of the mismatch between the paper type placed in a drawer N and the type registered for the drawer N on the equipment. Just removing the jammed paper does not prevent another paper jam. Be sure to correctly register the paper type in the equipment. P.38 “Clearing paper jams caused by a wrong paper type setting” Paper for left drawer can be added No paper is left in the left tray of the Tandem Large Capacity Feeder. You can add paper while the copy function is in operation. Open the drawer of the Tandem Large Capacity Feeder and add paper in the left drawer. For details, refer to Chapter 1 of the Copying Guide. TRU Box needs to be replaced (Please make a service call) The TRU box requires replacement by a service technician. Contact your service representative. Prepare new waste toner box The waste toner box is nearly full. Have a new waste toner box ready for the replacement. Wait (Performing Self-check) The equipment is undergoing the maintenance to keep its imaging quality. Wait until the maintenance is completed and the message disappears. Check the original and set it again The original is jammed inside of the Reversing Automatic Document Feeder. Remove the jammed original following the guidance on the touch panel. P.13 “Paper jam in the Reversing Automatic Document Feeder” The direction or the size of the original placed on the Reversing Automatic Document Feeder is incorrect. Check the direction and the size of the original and then replace it on the Reversing Automatic Document Feeder. Then reattempt the operation. Change direction of original The orientation of the original placed on the original glass is incorrect. Change the orientation of the original by 90 degrees and place it on the original glass. Time for Developer (*) Maintenance. (The colors are shown abbreviated: Y: yellow, M: magenta, C: cyan and K: black.) Little developer remains. “*” indicates the color of the developer. Contact your service representative. Cannot print this paper size Select the other Drawer A printing was attempted but failed. The paper could not be output on the tray selected for the paper output because of the mismatch between the paper size and the tray. 1. The paper with the size of 320 mm x 450 mm, 320 mm x 460 mm or 330 mm x 483 mm (13" x 19") was attempted to be output in the lower receiving tray of MJ-1103/ MJ-1104. 2. The paper with the length of 457 mm (18") or longer was attempted to be output in the lower receiving tray of MJ-1103/MJ-1104. 3. The paper with the length of 483 mm (19") or longer was attempted to be output in the receiving tray of the Finisher. Delete the failed print job, select the appropriate tray for the paper, and perform printing again.

Messages Displayed on the Touch Panel 9 Cannot print this paper type Set the other paper type A printing was attempted but failed. The paper could not be output in the tray selected for the paper output because of the mismatch between the paper type and the tray. (Special paper or thick 4 paper was attempted to be output in the lower receiving tray of MJ-1103/MJ-1104.) Delete the failed print job, select the appropriate tray for the paper, and perform printing again. Change from this mode Count over, cannot store anymore The number of originals to be scanned has exceeded the limit specified with the department or user code during scanning. Ask your administrator for details of setting the limit for the number of copies. READY (CHECK SADDLE STITCH STAPLER) Staple jam has occurred in the stapler of the Saddle Stitch unit. Remove the jammed staples. P.43 “Staple jam in the Saddle Stitch unit” READY (CHECK SADDLE STITCH STAPLER) No staples remain in the stapler of the Saddle Stitch unit. Refill the staples. P.55 “Refilling the Saddle Stitch unit staples” READY (CHECK STAPLER) Staple jam has occurred in the stapler of the Finisher. Remove the jammed staples. P.42 “Clearing a Staple Jam” READY (CHECK STAPLER) No staples remain in the stapler of the Finisher. Refill the staples. P.54 “Refilling With Staples” READY (HOLE PUNCH DUST BIN IS FULL) The hole punch dust bin is full of paper punchings. Remove the paper punchings. P.58 “Cleaning the Hole Punch Dust Bin” 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. Ask your administrator for details of setting the limit for the number of copies. Add paper No paper remains in a drawer or on the bypass tray. Set paper in the drawer or on the bypass tray. The touch panel indicates which drawer (or the bypass tray) has no paper. To set paper, refer to the Copying Guide. Call for service The equipment requires adjusting by a service technician. Contact your service representative with the error code (C***) displayed on the right side of the touch panel. Never attempt to repair, disassemble or modify the equipment by yourself. You could cause a fire or get an electric shock. Always contact your service representative for maintenance or repair of the internal parts of the equipment. Examine stapler in the Saddle Stitch unit Staple jam has occurred in the stapler of the Saddle Stitch unit. Remove the jammed staples. P.43 “Staple jam in the Saddle Stitch unit” Check staple cartridge in the Saddle Stitch unit No staples remain in the stapler of the Saddle Stitch unit. Refill the staples. P.54 “Refilling With Staples” Check staple cartridge No staples remain in the stapler of the Finisher. Refill the staples. P.54 “Refilling With Staples” Examine Stapler Staple jam has occurred in the stapler of the Finisher. Remove the jammed staples. P.42 “Clearing a Staple Jam” Saving energy Press START button The equipment has entered into the energy saving mode since it has not been used for a certain time. Press any of the [START], [COPY], [e-FILING], [SCAN], [PRINT], [FAX] and [ENERGY SAVER] buttons to clear the energy saving mode. CHANGE DRAWER TO CORRECT PAPER SIZE No paper suitable for the original is set. Place the suitable size paper for the original in the drawer. Time for periodic maintenance The equipment requires inspection and maintenance by a service technician. Contact your service representative for maintenance. Message Problem Description Solution

10 Messages Displayed on the Touch Panel Error Codes The error codes indicating the status of the equipment may appear on the touch panel. You can find the listings of these codes in Chapter 7. P.96 “Error Codes” POWER FAILURE A job was interrupted by a power failure or some other reason. The print or fax job may be incomplete. Press [JOB STATUS] to check whether any jobs are unfinished. To clear the message, press the [FUNCTION CLEAR] button twice. ERASING DATA The Data Overwrite Enabler (optional) is clearing the data. This message is displayed if the Data Overwrite Enabler (optional) is installed. You can operate the equipment while the message is displayed. Check paper size setting on touch panel for Bypass tray Paper jam occurred because of a mismatch between the paper size placed in the bypass tray and the size registered for the bypass tray in the equipment. Register the paper size correctly. Just clearing the paper jam does not prevent another paper jam. P.33 “Clearing paper jams caused by a wrong paper size setting” Set the paper on the bypass tray again. The paper placed on the bypass tray jammed. Remove the jammed paper and set the paper again. Check the direction or size of the paper on the bypass tray and press START The direction or the size of the paper placed on the bypass tray is incorrect. Check the direction and the size of the paper and then replace it on the bypass tray. Reboot the machine An error occurred in the equipment and it stopped normal operation. Rebooting the equipment may correct the error. To reboot the equipment, turn the main power switch off and then on. Toner near Empty (***) A toner is running out. “***” indicates the color. (The colors are shown in abbreviations when two or more toners are running out: Y: yellow, M:magenta, C:cyan, and K:black) Check the color of the toner on the touch panel and prepare the toner cartridge. (About another 4000 copies can be made after this message appears.) y Replace a toner cartridge after the message “Install new *** toner cartridge” is displayed. y Black and white printing is available while the other colors have run out. Neither color nor black and white printing can be done when the black toner has run out. y If you replace a toner cartridge with a new one while some toner remains, make sure to clear the counter. This is necessary for the equipment to display the next “Toner near Empty” message at the proper time. For the procedure, see below. P.49 “Replacing a “Near Empty” toner cartridge” Confirm waste toner box is attached and close waste toner box cover The waste toner box is not securely attached or the waste toner box cover is open. Confirm the waste toner box is securely mounted and close the waste toner box cover. P.52 “Replacing the Waste Toner Box” Dispose of used toner The waste toner box is full. Replace the waste toner box following the guidance displayed on the touch panel. P.52 “Replacing the Waste Toner Box” Please Empty Hole Punch Waste The Hole Punch Unit dust bin is full. Remove the paper punchings. P.58 “Cleaning the Hole Punch Dust Bin” Not enough Work Space to store originals Will you print out stored originals? Internal memory available ran out while scanning. To print out the data for the originals stored (scanned) until the message appeared, press [YES] on the touch panel. To delete the stored data, press [NO]. The number of originals exceeds the limits. The scanned data are deleted. The number of originals to be scanned has exceeded the limit of 1000 sheets during scanning. (The magazine sort or page number function is used.) Reduce the number of originals to be scanned, and try again. The number of originals exceeds the limits. Will you copy stored originals? The number of originals to be scanned has exceeded the limit of 1000 sheets during scanning. To print out the data for the originals stored (scanned) until the message appeared, press [YES] on the touch panel. To delete the stored data, press [NO]. Message Problem Description Solution

Clearing a Paper Jam 11 Clearing a Paper Jam „ Locating a paper jam The equipment stops copying when the original or copy paper is jammed. Paper jams are notified on the touch panel as follows: The paper jam symbol helps you locate the paper jam. 1. Receiving tray lower cover ( P.31) 2. Receiving tray ( P.30) 3. Reversing Automatic Document Feeder ( P.13) 4. Fuser unit ( P.19) 5. Duplexing unit ( P.21) 6. Bypass tray ( P.18) 7. External Large Capacity Feeder (optional) ( P.15) 8. Drawer feeding portion ( P.17) 9. Transport unit ( P.18) 10. Bridge unit ( P.32) 11. Side receiving tray ( P.30) 12. Hole Punch Unit (optional) ( P.22) 13. Saddle Stitch unit (optional) ( P.26) 14. Finisher (optional) ( P.22) Error code Error message Paper jam symbols Guidance for clearing paper jams 13 14 9 12 11 10 7 8 3 2 1 4 5 6

12 Clearing a Paper Jam The picture of the hardware device shown on the touch panel differs depending on the composition of the options installed. „ Clearing a paper jam Remove the jammed paper from the bridge unit after you have cleared all the other jams. Pulling out the bridge unit from the equipment may tear the paper left inside the equipment. 1 Clear the paper jam Clear the paper jam following the guidance shown on the touch panel. Press or to scroll the pages. 2 After clearing the jam, close all the opened covers. The equipment starts the warm-up. Follow the guidance on the touch panel. ‰ Tips on removing the jammed paper Note the following points in removing the jammed paper. Remove the jammed paper from the bridge unit after clearing all the other jams. Remove the jammed paper from the bridge unit after you have cleared all the other jams. If you pull out the bridge unit from the equipment with the jammed paper left, the jammed paper may be torn and left inside the equipment. Remove the jammed paper carefully so as not to tear it. To avoid tearing the jammed paper, remove the paper slowly with both hands. Using force may tear the paper, making it more difficult to remove. See also that no pieces of torn paper are left inside the equipment. When the paper jam sign remains after removing the jammed paper; Depending on the timing of the occurrence, no jammed paper may be found where the paper jam sign indicates. If the sign does not disappear after you have removed the jammed paper, follow the steps as instructed on the touch panel.

Clearing a Paper Jam 13 1 TROUBLESHOOTING FOR THE HARDWARE ‰ If paper jams occur frequently The following are the common causes of paper jams. If the problem persists, check for the following situations. y An unsuitable original is placed on the Reversing Automatic Document Feeder. y Unavailable paper with the equipment is used. y Paper sizes are not consistent between the size in a drawer or the bypass tray and the size registered in the equipment. y All the jammed paper has not been removed. y There is too much of a gap between the paper and the side or end guide in the drawer. y The amount of paper placed in a drawer exceeds the limit indicated on the side guide of the drawer. „ Paper jam in the Reversing Automatic Document Feeder Do not touch the fuser unit or the metal portion around it. Do not touch the fuser or the metal portion around it when you remove the jammed paper from the fuser unit. This could burn you or the shock could cause you to get your hand injured in the machine. Do not touch the transfer belt. Do not touch the transfer belt when you remove the jammed paper inside the right of the equipment. Doing so may cause damage the equipment or result in a poor output. 1 Raise the lever and open the upper cover. 2 Remove the original. 1 2

14 Clearing a Paper Jam 5 Close the transport guide. 7 Lower the original feeder tray. 3 Turn the dial to remove the original. 4 Open the transport guide and remove the original. 6 Raise the original feeder tray, and remove the original under the guide plate. 8 Close the upper cover. 9 Open the Reversing Automatic Document Feeder. 1 2 1 2

Clearing a Paper Jam 15 1 TROUBLESHOOTING FOR THE HARDWARE „ Paper jam in the External Large Capacity Feeder (optional) Be careful not to let your fingers be caught between the equipment and the External Large Capacity Feeder. 10 Open the reverse cover and remove the original. 11 Close the reverse cover. 12 Close the Reversing Automatic Document Feeder. 1 Separate the External Large Capacity Feeder (optional) from the equipment. Move it slowly while pushing the lock lever.

16 Clearing a Paper Jam 2 Remove the jammed paper by turning the green dial. 3 Remove the jammed paper from the equipment. 4 Pull out the feeder tray and remove the jammed paper. 5 Close the feeder tray and connect the External Large Capacity Feeder to the equipment. Slowly move the External Large Capacity Feeder placing your hands on the positions shown in the figure.

Clearing a Paper Jam 17 1 TROUBLESHOOTING FOR THE HARDWARE „ Paper jam in the drawer feeding portion Be careful not to let your fingers be caught between the equipment and the External Large Capacity Feeder. 1 Separate the External Large Capacity Feeder (optional) from the equipment when the External Large Capacity Feeder is attached. Move it slowly while pushing the lock lever. 2 Open the paper feed cover. 3 Remove the jammed paper from the drawer. 4 Open the paper source drawer and remove the jammed paper.

18 Clearing a Paper Jam 5 Close the drawer and the paper feed cover. „ Paper jam in the bypass tray „ Paper jam in the right side of the equipment 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. ‰ Transport unit 6 Connect the External Large Capacity Feeder (if attached, optional) to the equipment. Move it slowly placing your hands on the point shown in the figure. 1 Pull out the jammed paper in the bypass tray. 1 Pull out the duplexing unit. Grasp the lever of the duplexing unit and pull it until it stops. Be careful not to touch the slide rails (A in the figure). This could injure you. A A

Clearing a Paper Jam 19 1 TROUBLESHOOTING FOR THE HARDWARE ‰ Fuser unit 2 Remove the jammed paper. 3 Return the duplexing unit to its original position. Hold the position shown in the figure when closing it. Do not put your hand or fingers on the duplexing unit when closing it. They could be caught and this could injure you. 1 Pull out the duplexing unit from the equipment. Grasp the lever of the duplexing unit and pull it until it stops. Be careful not to touch the slide rails (A in the figure). This could injure you. 2 Turn the green dial and remove the paper coming out of the bottom of the fuser unit. 3 Holding the green lever, pull out the transport guide toward you. A A

20 Clearing a Paper Jam 4 Check the inside of the fuser unit for the hidden jammed paper when you cannot see it. 1) Open the front cover of the equipment. 2) Check if jammed paper remains inside the fuser unit through the window for checking for paper jams. 3) Close the front cover of the equipment. 5 Turn the green dial and remove the paper coming out of the upper part of the fuser unit. Turn the dial in a counter direction and remove the paper when the paper is jammed in the back of the fuser unit. In this case, remove the paper from the lower part of the fuser. 6 Return the transport guide to the front holding the green lever. 7 Check whether paper remains between the transfer belt and the fuser unit. If so, pull out the paper edges from the transfer belt side. Grasp the front and rear of the paper and carefully pull it out. Be careful not to cut yourself on the paper. Be careful not to touch the transfer belt. This could cause malfunctioning of the equipment or the poor imaging.

Clearing a Paper Jam 21 1 TROUBLESHOOTING FOR THE HARDWARE „ Paper jam in the duplexing unit y Do not touch the metal portion of the guide plate of the duplexing unit. This could burn you. y Operate the duplexing unit while connected to the equipment. Do not operate the duplexing unit when separated from the equipment. This could cause a breakdown of the equipment or could injure you. 8 Turn the green dial and remove the paper coming out of the lower part of the fuser unit. 9 Return the duplexing unit to its original position. Hold the position shown in the figure when closing it. Do not put your hand or fingers on the duplexing unit when closing it. They could be caught and this could injure you. 1 Open the bypass tray. 2 Open the duplexing unit cover.

22 Clearing a Paper Jam 5 Close the bypass tray. „ Paper jam in the Finisher and the Hole Punch Unit (both optional) 1 Separate the Finisher from the equipment. 1) Open the front cover of the Finisher when the Hole Punch Unit is not installed. Open the Hole Punch Unit cover when the Hole Punch Unit is installed. 2) Pull the knob to unlock the Finisher. 3 Remove the jammed paper. 4 Close the duplexing unit cover. Do not put your hand or fingers on the duplexing unit cover when closing it. They could be caught and this could injure you. 1 1 2 2 When the Hole Punch Unit is not installed When the Hole Punch Unit is installed

Clearing a Paper Jam 23 1 TROUBLESHOOTING FOR THE HARDWARE 3) Move the Finisher slowly placing your hands on the positions shown in the figure. 2 Raise the lever and open the upper receiving tray. 3 Remove the jammed paper. 4 Remove the jammed paper from the right or left side. When the Hole Punch Unit is not installed When the Hole Punch Unit is installed

24 Clearing a Paper Jam 5 If the paper size is small, turn the knob shown in the following figures to send the paper, and then check that no paper is jammed. 1) Turn the knob to feed the paper. When the Hole Punch Unit is installed, open the front cover of the Finisher and turn the 2 knobs at the same time. 2) Remove the jammed paper if it comes out. 6 Close the Hole Punch Unit cover when it is installed. 7 Remove the paper jammed in the equipment side. 1 2 When the Hole Punch Unit is not installed When the Hole Punch Unit is installed

Clearing a Paper Jam 25 1 TROUBLESHOOTING FOR THE HARDWARE 8 Close the upper receiving tray of the Finisher. Place your hands on the near and far side of the lever and push to close the tray until it clicks. Be careful not to let your fingers be caught between the Finisher body and the upper receiving tray. You can close it by pressing the right side of the lever with your hand. 9 Lower the shutter of the paper exit portion to open it. 10 Remove the jammed paper. 11 Close the front cover first, and connect the Finisher to the equipment. Move the Finisher slowly placing your hands on the positions shown in the figure. Be careful not to let your fingers be caught between the Finisher and the equipment.

26 Clearing a Paper Jam „ Paper jam in the Saddle Stitch unit (optional) The Saddle Stitch unit is inside the Saddle Stitch Finisher MJ-1104. 2 Separate the Finisher from the equipment. 1) Open the front cover of the Finisher when the Hole Punch Unit is not installed. Open the Hole Punch Unit cover when the Hole Punch Unit is installed. 2) Pull the knob to unlock the Finisher. 3) Move the Finisher slowly placing your hands on the positions shown in the figure. 1 Remove the paper jammed in the paper exit side of the Saddle Stitch unit. 3 Remove the jammed paper from the right side. 1 1 2 2 When the Hole Punch Unit is not installed When the Hole Punch Unit is installed When the Hole Punch Unit is not installed When the Hole Punch Unit is installed

Clearing a Paper Jam 27 1 TROUBLESHOOTING FOR THE HARDWARE 4 Draw the green knob to the right. 5 Turn the knob to lower the paper until you cannot see it. 6 Return the green knob to the left. 7 Pull out the Saddle Stitch unit until it stops. 8 Open the transport guide on the right side.

28 Clearing a Paper Jam 9 Remove the jammed paper. 10 Remove the jammed paper in the inside of the Saddle Stitch unit. 11 Close the transport guide. 12 Open the transport guide on the left side. Open it by pressing the two knobs. 13 Push down the two green levers.

Clearing a Paper Jam 29 1 TROUBLESHOOTING FOR THE HARDWARE 14 Remove the jammed paper. 15 Push up the two green levers. 16 Close the transport guide. Close it by pressing the two knobs. 17 Return the Saddle Stitch unit to its original position. 18 Close the front cover first, and connect the Finisher to the equipment. Move it slowly placing your hands on the positions shown in the figure. Be careful not to let your fingers be caught between the Finisher and the equipment.

30 Clearing a Paper Jam „ Paper jam in the receiving unit ‰ Receiving tray 2 Clear the paper jam in the bridge unit. P.32 “Paper jam in the bridge unit” ‰ Side receiving tray 2 Clear the paper jam in the bridge unit. P.32 “Paper jam in the bridge unit” 1 Remove the jammed paper from the receiving tray. 1 Remove the jammed paper from the side receiving tray.

Clearing a Paper Jam 31 1 TROUBLESHOOTING FOR THE HARDWARE ‰ Receiving tray lower cover 1 Separate the Finisher from the equipment when it is installed. 1) Open the front cover of the Finisher when the Hole Punch Unit is not installed. Open the Hole Punch Unit cover when the Hole Punch Unit is installed. 2) Pull the knob to unlock the Finisher. 3) Move the Finisher until it stops placing your hands on the positions shown in the figure. 3 Close the cover. 2 Open the cover under the receiving tray and remove the jammed paper. 4 Close the covers of the Finisher and the Hole Punch Unit (when it is installed) first, and connect the Finisher to the equipment. Move the Finisher slowly placing your hands on the positions shown in the figure. Be careful not to let your fingers be caught between the Finisher and the equipment 1 1 2 2 When the Hole Punch Unit is not installed When the Hole Punch Unit is installed When the Hole Punch Unit is not installed When the Hole Punch Unit is installed

32 Clearing a Paper Jam „ Paper jam in the bridge unit Do not touch the metal parts or motors of the bridge unit. You could be burned or the shock could cause an injury to your hand. Remove the jammed paper from the bridge unit after clearing all the other jams. You must remove other jammed paper from the equipment before clearing paper from the bridge unit. Pulling the bridge unit off the equipment without removing the jammed paper may cause the paper to be torn and left inside the equipment. 1 Open the front cover of the equipment. 2 Grasping the lever, pull out the bridge unit until it stops. 3 Open the upper cover. 4 Remove the jammed paper from the top of the bridge unit. 1) Turn the knob to the left or right. 2) Remove the jammed paper.

Clearing a Paper Jam 33 1 TROUBLESHOOTING FOR THE HARDWARE 5 Close the upper cover. 7 Close the lower cover, return the bridge unit to the inside of the equipment, and then close the front cover of the equipment. „ Clearing paper jams caused by a wrong paper size setting Paper jams 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” or “Check paper size setting on control panel for Bypass” appears on the touch panel. In this case, just clearing the jammed paper does not prevent another paper jam. Be sure to follow the procedure below. During the operation, the guidance for clearing the paper jam on the touch panel is not displayed. Take notes of the following before operation: where the paper jam occurred and for which drawer the paper size setting is incorrectly registered. Troubleshooting differs depending on how the paper jam has occurred: P.34 “Jam when making copies or prints (using a drawer)” P.36 “Jam when making copies or prints (using the bypass tray)” P.37 “Jam when printing from the FAX” 6 Remove the jammed paper from the bottom of the bridge unit. 1) Open the lower cover by pinching the lever. 2) Remove the jammed paper.

34 Clearing a Paper Jam ‰ Jam when making copies or prints (using a drawer) 2 Remove the jammed paper. 5 Press the [USER] tab to enter the [USER] menu and press [DRAWER]. 1 Press the [POWER] button on the control panel until a sound is heard. “Shutdown in progress” appears on the menu. After a while, the power of the equipment is turned OFF. 3 Press the [POWER] button on the control panel. The equipment starts warming-up. 4 Press the [USER FUNCTIONS] button on the control panel.

Clearing a Paper Jam 35 1 TROUBLESHOOTING FOR THE HARDWARE 6 Press the drawer button indicated in the message. 7 Press the paper size button for the paper that is set in the drawer.

36 Clearing a Paper Jam 8 Confirm that the paper size is correctly detected if you pressed [AUTO (mm)] or [AUTO inch] at step 7. The detected paper size is indicated on the drawer button of the hardware device graphic image on the left side of the display. An incorrect paper size indication or the “UNDEF” indication shows an unsuccessful detection. In this case, check if: y There is too much space between the paper and the side and end guides of the drawer. y You have selected [AUTO (inch)] even though AB format paper has been placed. y You have selected [AUTO (mm)] even though LT format paper has been placed. 9 Press the [USER FUNCTIONS] button to return to the basic menu and try copying or printing again. ‰ Jam when making copies or prints (using the bypass tray) 2 Remove the jammed paper. 4 Place the paper on the bypass tray and set the paper size. 1 Press the [POWER] button on the control panel until a sound is heard. “Shutdown in progress” appears on the menu. After a while, the power of the equipment is turned OFF. 3 Press the [POWER] button on the control panel. The equipment starts warming-up.

Clearing a Paper Jam 37 1 TROUBLESHOOTING FOR THE HARDWARE 5 Try copying or printing again. ‰ Jam when printing from the FAX 2 Remove the jammed paper. 5 Check the paper size registered to the drawer indicated in the message by means of the drawer button on the touch panel. 1 Turn off the main power switch. Shutting down via the control panel is not possible in this case. 3 Pull out the drawer indicated in the message and remove all the paper from the drawer. 4 Close the drawer and turn on the main power switch. The equipment starts warming-up.

38 Clearing a Paper Jam 6 Place the paper in the drawer indicated in the message. Be sure to place the same- sized paper as the size you checked in step 5. Printing resumes. If you change the paper size again after printing has been completed, make sure that the size of the paper placed in the drawer is the same as the size registered for the corresponding drawer in the equipment. „ Clearing paper jams caused by a wrong paper type setting Paper jams occur when there is a mismatch between the type of paper in a drawer and the type registered for the drawer in the equipment. The message “Check paper type setting for drawer N” appears on the touch panel. In this case, just clearing the jammed paper does not prevent another paper jam. Be sure to follow the procedure below. During the operation, the guidance for clearing the paper jam on the touch panel is not displayed. Take notes of the following before operation: where the paper jam occurred and for which drawer the paper type setting is incorrectly registered. Troubleshooting differs depending on how the paper jam has occurred: P.38 “Jam when making copies or prints” P.40 “Jam when printing from the FAX” ‰ Jam when making copies or prints 1 Press the [POWER] button on the control panel until a sound is heard. “Shutdown in progress” appears on the menu. After a while, the power of the equipment is turned OFF.

Clearing a Paper Jam 39 1 TROUBLESHOOTING FOR THE HARDWARE 2 Remove the jammed paper. 6 Press the [USER] tab and press [DRAWER]. 3 Pull out the drawer indicated in the message, check the type of the paper placed in the drawer, and then close the drawer. 4 Press the [POWER] button on the control panel. The equipment starts warming-up. 5 Press the [USER FUNCTIONS] button on the control panel.

40 Clearing a Paper Jam 7 Press the drawer button indicated in the message and press [PAPER TYPE]. 8 Press the paper type button for the paper that is set in the drawer. 9 Press the [USER FUNCTIONS] button to return to the basic menu and try copying or printing again. Paper jams could occur despite there being consistency between the type of paper in a drawer and the type registered for the drawer in the equipment. This may be due to two or more sheets being fed together. Take the paper out of the drawer, fan the stack of paper well and put it back in. ‰ Jam when printing from the FAX 1 Turn off the main power switch. Shutting down via the control panel is not possible in this case.

Clearing a Paper Jam 41 1 TROUBLESHOOTING FOR THE HARDWARE 2 Remove the jammed paper. 5 Check the paper type registered to the drawer indicated in the message by means of the drawer button on the touch panel. 6 Place the same type paper as the type indicated in the message. Printing resumes. If you change the paper type again after printing has been completed, make sure that the paper type placed in the drawer is the same as the type registered in the equipment for the corresponding drawer. Paper jams could occur despite there being consistency between the type of paper in a drawer and the type registered for the drawer in the equipment. This may be due to two or more sheets being fed together. Take the paper out of the drawer, fan the stack of paper well and put it back in. 3 Pull out the drawer indicated in the message and remove all the paper from the drawer. 4 Close the drawer and turn on the main power switch. The equipment starts warming-up.

42 Clearing a Staple Jam 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.42 “Staple jam in the Finisher” P.43 “Staple jam in the Saddle Stitch unit” „ Staple jam in the Finisher 1 Open the front cover of the Finisher. 2 Remove the staple cartridge. 3 Lower the guide while holding the knob. A: Stapling area Do not touch the stapling area. The actual needle point could cause you personal injury 4 Remove the jammed staples. A

Clearing a Staple Jam 43 1 TROUBLESHOOTING FOR THE HARDWARE 8 Close the front cover of the Finisher. „ Staple jam in the Saddle Stitch unit 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 into the stapler. When fitting the staple cartridge, hold the green-labeled portion of the bracket securely so that the bracket does not move. Insert the cartridge until it is caught by the latch and secured with a click. 1 Pull out the Saddle Stitch unit until it stops.

44 Clearing a Staple Jam 2 Remove the staple cartridge. 3 Raise the guide while holding the knob. A: Stapling area Do not touch the stapling area. The actual needle point could cause you personal injury. 4 Remove the jammed staples. 5 Holding the knob, lower the guide, and return it to its original position. 6 Fit the staple cartridge. Insert the cartridge until it is caught by the latch and secured with a click. 2 1 2 1 1 2

Clearing a Staple Jam 45 1 TROUBLESHOOTING FOR THE HARDWARE 7 Return the Saddle Stitch unit to its original position.

46 Replacing a Toner Cartridge 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. Never attempt to incinerate toner cartridges. Dispose of used toner cartridges and waste toner boxes in accordance with local regulations. y You can replace a toner cartridge while the print function is in operation when “Install New *** (color name) cartridge” is displayed. y Some toner remains in the toner cartridge while the message “Toner near Empty” is displayed. Although you can replace the toner cartridge with a new one, make sure that you follow the procedure P.49 “Replacing a “Near Empty” toner cartridge”. This procedure is needed to reset the toner counter to display the next “Toner near Empty” message at the proper time.

Replacing a Toner Cartridge 47 1 TROUBLESHOOTING FOR THE HARDWARE 1 Open the front cover. 2 Grasp the recess and slowly pull out the color toner cartridge to be replaced. 3 When the cartridge has been pulled out more than halfway, support it with your hand while pulling it straight out. Never attempt to incinerate toner cartridges. Dispose of used toner cartridges and waste toner boxes in accordance with local regulations. 4 Shake the new toner cartridge strongly with the label surface down to loosen the toner inside. 5 Pull out the seal in the direction of the arrow. 10

48 Replacing a Toner Cartridge 7 Close the front cover. 6 Push in the new toner cartridge straight until it stops.

Replacing a Toner Cartridge 49 1 TROUBLESHOOTING FOR THE HARDWARE „ 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 remains in the toner cartridge while the message “Toner near Empty” is displayed. You can replace the toner cartridge with a new one, but if you do so, make sure that you follow the procedure below. This procedure is needed to reset the toner counter to display the next “Toner near Empty” message at the proper time. 1 Press [JOB STATUS]. 2 Press the [TONER] tab.

50 Replacing a Toner Cartridge 3 Press [REPLACE TONER CARTRIDGE]. 4 To replace a toner cartridge, press [YES]. To cancel, press [NO]. 5 Press the button for the toner color you intend to replace.

Replacing a Toner Cartridge 51 1 TROUBLESHOOTING FOR THE HARDWARE 6 To replace the toner cartridge, press [YES]. To cancel, press [NO]. 7 Replace the toner cartridge. See P.46 “Replacing a Toner Cartridge” for the correct procedure. 8 Press [FINISH].

52 Replacing the Waste Toner Box 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 Separate the Finisher from the equipment when it is installed. 1) Open the front cover of the Finisher when the Hole Punch Unit is not installed. Open the Hole Punch Unit cover when the Hole Punch Unit is installed. 2) Pull the knob to unlock the Finisher. 3) Move the Finisher until it stops putting your hands on the positions shown in the figure. 2 Press the button on the waste toner box cover to open the cover. 3 Remove the waste toner box. 1 1 2 2 When the Hole Punch Unit is not installed When the Hole Punch Unit is installed When the Hole Punch Unit is not installed When the Hole Punch Unit is installed

Replacing the Waste Toner Box 53 1 TROUBLESHOOTING FOR THE HARDWARE 4 Put the cap on the opening of the waste toner box. 1) Loosen and take off the cap on the front top of the waste toner box. 2) Put the cap firmly on the opening of the waste toner box. Never attempt to incinerate waste toner boxes. Dispose of used toner cartridges and waste toner boxes in accordance with local regulations. 5 Insert a new waste toner box into the slot until it stops. 6 Close the waste toner box cover. 7 Close the covers of the Finisher and Hole Punch Unit (when it is installed) and connect the Finisher to the equipment. Slowly move the Finisher placing your hands on the positions shown in the figure. Be careful not to let your fingers be caught between the Finisher and the equipment. 1 2

54 Refilling With Staples 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.54 “Refilling the Finisher staples” P.55 “Refilling the Saddle Stitch unit staples” „ Refilling the Finisher staples 1 Open the front cover of the Finisher. 2 Remove the staple cartridge. 3 Take the empty staple case out of the staple cartridge. Pull up the empty staple case while pushing both sides as shown in the figure. 4 Fit a new staple case into the staple cartridge. Push the staple case hook into the staple cartridge socket until you hear a click.

Refilling With Staples 55 1 TROUBLESHOOTING FOR THE HARDWARE 6 Close the front cover of the Finisher. If the message “Check staple cartridge” remains, repeat the procedure above from steps 1 to 6. „ Refilling the Saddle Stitch unit staples When the staples of the stapler in the Saddle Stitch Finisher MJ-1104 have run out, refill the staples following the procedure below. 5 Fit the staple cartridge into the stapler. When fitting the staple cartridge, hold the green-labeled portion of the bracket securely so that the bracket will not move. Insert the cartridge until it is caught by the latch and fixed with a click. 1 Open the front cover of the Finisher, and pull out the Saddle Stitch unit until it stops. 2 Remove the staple cartridges. Replace both cartridges at a time. 3 Press the buttons on both sides of the cartridge. The transparent cover of the cartridge is lifted. 2 1 2 1

56 Refilling With Staples 4 After the transparent cover is lifted, take the empty staple case out of the cartridge. 5 Fit the new staple case into the staple cartridge. Insert it to the rear until it clicks. At this step, do not remove the seal bundling the staples. 6 Press down the transparent cover of the cartridge. Press it down until it clicks. 7 Pull out straight the seal bundling the staples. 8 Fit the staple cartridge into the stapler. Insert the cartridge until it is caught by the latch of the staple cartridge and is fixed with a click. 2 1 1 2

Refilling With Staples 57 1 TROUBLESHOOTING FOR THE HARDWARE 9 Return the Saddle Stitch unit to its original position.

58 Cleaning the Hole Punch Dust Bin Cleaning the Hole Punch Dust Bin When the hole punch dust bin becomes full, dispose of the paper punchings following the procedure below. 3 Dispose of the paper punchings. 4 Push back in the hole punch dust bin. 5 Close the Hole Punch Unit cover. 1 Open Hole Punch Unit cover. 2 Pull out the hole punch dust bin.

This chapter describes how to troubleshoot the problems of copy function and copy output. Copying Problems.................................................................................................................. 60

60 Copying Problems Copying Problems See the table below when you have a problem in operating copy function or have an unexpected copy output. Problem Description 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 Copying Guide. Copying stops while scanning the originals. (The message “The number of originals exceeds the limits Will you print out stored originals?”” appears.) The number of scanned pages has reached the maximum. To copy the scanned images, press [YES]. To cancel, press [NO]. Copying stops while scanning the originals. (The message “Not enough Work Space to store originals Will you print out stored originals?” appears.) No available internal memory remains. To copy the scanned images, press [YES]. To cancel, press [NO]. Copied image is too light. No toner is left. The message “Install new Black (Cyan, Magenta or Yellow) cartridge” appears when no toner is left. Replace the toner cartridge of the color the message indicates. P.46 “Replacing a Toner Cartridge” Copy density is set too light. Darken the density manually or try the automatic density mode. Copied image is too dark. Copy density is set too dark. Lighten the density manually or try the automatic density mode. Copied image has marks. The Reversing Automatic Document Feeder is not fully lowered. Lower them fully to block outside light. The original glass, platen sheet, scanning area and guide are marked. Clean them. P.100 “Daily Care for the Equipment” The copy density is set too dark. Adjust the density lighter manually or try the automatic density mode. A transparent original such as transparency or tracing paper is being used. To copy a transparent original clearly, put a sheet of blank and white paper behind the original. Make sure that the paper is large enough to cover the original. Copy image is skewed. The original is sent from the Reversing Automatic Document Feeder at a skew. Replace the original while aligning the side guides of the Reversing Automatic Document Feeder to its width so that it will be placed straight. Copied image is partially missing. The size or orientation of the copy paper and that of the original are not consistent. The reduction ratio is not properly set. Fit the copy paper size to the original or set the reduction ratio for the copy paper. The binding margin is too wide. Set the binding margin width to fully cover the original. For details, refer to Chapter 4 of Copying Guide. The original is larger than the printable area. The outside part of the printable area cannot be copied. The Full Image function enables you to copy the whole image of the original in the 95 - 99% reproduction ratio. Copied image is blurred. There is a gap between the platen glass and the original. Lower fully the cover of the Reversing Automatic Document Feeder so that the original closely contacts the platen glass. The copy paper is damp. Replace it with dry copy paper.

Copying Problems 61 2 TROUBLESHOOTING FOR COPYING Copied image has black streaks in the horizontal direction. The scanning area or guides is marked. Clean them. P.100 “Daily Care for the Equipment” Copied image is rough. The paper type setting is not suitable for the paper actually used. Match the paper type setting to the actual paper you are using. If you use plain paper with the setting of [plain paper] or [plain paper 2], try [plain 1] for better output. The output may not be improved on some types of paper (e.g. paper with rough surface). Copied image has little gloss. The paper type setting is not suitable for the paper actually used. Match the paper type setting to the actual paper you are using. If you use plain paper with the setting of [plain paper] or [plain paper 1], try [plain 2] for better output. The output may not be improved on some types of paper (e.g. paper with rough surface). A color original is copied in black and white when Auto Color is chosen. Some color originals may be copied in black and white: y Originals with very little colored part y Overall blackish originals y Originals in light color Set the color mode to Full Color. You can change the criterion for determining whether an original is black-and-white or color. For further information, refer to the MFP Management Guide. A black and white original is copied in color when Auto Color is chosen. Some black and white originals may be copied in color: y Yellowed originals y Originals with background color Set the color mode to Black. You can change the criterion for determining whether an original is black-and-white or color. For further information, refer to the MFP Management Guide. Problem Description Cause Corrective Action

This chapter describes how to troubleshoot the problems on printing. Print Job Problems ................................................................................................................ 64 Clearing print job errors........................................................................................................................................64 Cannot remember the document password for a Private Print job.......................................................................65 Printer Driver Problems......................................................................................................... 66 Cannot print (port setting problems).....................................................................................................................66 Cannot print (SNMP Community Name problems)...............................................................................................66 Command line options not processed ..................................................................................................................66 Retrieval of printer configuration failed.................................................................................................................67 Cannot print a job as expected using PS3 printer driver ......................................................................................67 Cannot change settings on the [Fonts] tab and the [Configuration] tab ...............................................................67 Network Connection Problems............................................................................................. 68 Cannot print with the equipment (network connection problems).........................................................................68 Cannot print with SMB print..................................................................................................................................68 Cannot print properly with AppleTalk print............................................................................................................68 Client Problems...................................................................................................................... 69 Checking the client status.....................................................................................................................................69 Hardware Problems................................................................................................................ 70 Startup page not printed .......................................................................................................................................70 Print jobs not output .............................................................................................................................................70

64 Print Job Problems 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. 2 Place paper of the size specified with the computer on the bypass tray, and press the [START] button. Printing is performed. Press [JOB STATUS] when printing has been completed. Printing by selecting a paper size already placed in another drawer You can perform printing with the paper already placed in the drawers. Some part of the image may not be printed, however, if the paper size in the drawer is smaller than the one you have specified. Press the drawer button you intend to use on the touch panel and press the [START] button.

Print Job Problems 65 3 TROUBLESHOOTING FOR PRINTING „ Cannot remember the document password for a Private Print job 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. To print the failed Private Print job, submit the document again as a new Private Print job. The failed Private Print job remains unprinted in the job queue. To delete it, either way below is required. Contact the administrator of the equipment. y Enter the administrator’s password in the Private Print job list on the touch panel and delete the job. For details, refer to the Printing Guide. y Log on TopAccess with the administrator’s password and delete the job in the Print Job list. For details, refer to the TopAccess Guide.

66 Printer Driver Problems 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. Corrective Action If the printer driver on the client computer points to a wrong network port, jobs neither appear in the current jobs queue nor are printed. Fix the problem following the procedure below: 1. Open the Printers folder from the Control Panel. 2. Right-click the printer driver icon. 3. Select Properties from the shortcut menu. 4. Select the [Ports] tab. 5. Make sure that the path to the printer and the device name are correct. \\\print is the same as the device name set from the touch panel. “print” may be “pcl6” or “ps3” depending on the printer driver you use. 6. Click the [General] Tab and click [Print Test Page] to confirm that the settings are correct. „ Cannot print (SNMP Community Name problems) Problem Description I cannot perform printing with the equipment. Corrective Action Check if the SNMP community names are the same in the following 3 settings. y Equipment y TCP/IP port of the [Ports] tab in the printer driver y [SNMP Settings] dialog box of the [Configuration] tab in the printer driver „ Command line options not processed Problem Description All the print options are sent to the equipment at the beginning of the print job. If the print file already contains print commands, they overwrite the command line options you set. For example, if the print file specifies Letter paper, and you specify A4 paper with the lp command, the document is printed on Letter size paper. Corrective Action Change the properties of the document you intend to print to create another print file. Submit the print job using the lp command without setting additional parameters.

Printer Driver Problems 67 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. „ Cannot print a job as expected using PS3 printer driver Problem Description When printing with the PS3 printer driver from the application that creates the PostScript code for printing such as Adobe Acrobat, the following print options may not work correctly: y Manual Scale y Print Paper Size y Paper Type y Use Front Cover y Use Back Cover y Insert Pages y Interleave Pages y Booklet y Multiple Pages per Sheet y All options from the [Effect] tab y All options from the [Image Quality] tab Corrective Action Disable [Use PostScript Passthrough] in the [PostScript Settings] dialog box and print the document. „ Cannot change settings on the [Fonts] tab and the [Configuration] tab Problem Description The [Fonts] tab and [Configuration] tab are grayed out and their settings cannot be changed. Corrective Action Users who do not have the privilege to change the printer driver setting cannot change the options in the [Fonts] tab and [Configuration] tab. Please log on with the Administrator or a Power User. No Check... Yes No Corrective Action 1 Is the equipment turned on? Next Step Ø Ö Turn on the equipment. 2 Can you connect the computer to the equipment via TopAccess? Next Step Ø Ö Restart the equipment. 3 Does the same message appear again when you access the property of the printer driver? Ö End Check the printer driver port assignment and make sure that it is correct.

68 Network Connection Problems 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.82 “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. If it is, see P.82 “Printing Problems (Network Related)”. In that section, several OS- and printing method-based check lists are provided to help you find an appropriate action to take. „ Cannot print with SMB print Problem Description When trying to print a document using an SMB connection, the job cannot be printed and such messages continuously appear as “No more connections can be made to this remote computer” or “Your file could not be printed due to an error”. Corrective Action SMB print is supposed to be utilized in a small network. If you can use Windows 2000, Windows XP, Windows Vista, Windows 7, Windows Server 2003, or Windows Server 2008 as a print server, printing via the Windows Print Server is recommended. If you cannot use the Windows Print Server in your network, use LPR print instead. „ Cannot print properly with AppleTalk print Problem Description y Text will be printed as stripe lines when printing an email message. y Some text is not printed in a document. y When printing from a web browser, the web page is not printed in spite of the print job being sent to the equipment. Corrective Action If the errors above occur with AppleTalk print, use LPR print instead. No. Check... Yes No Corrective Action 1 Have you set the protocol settings so they are compatible with your network and client protocol settings? Next Step Ø Ö Set up the proper protocol. 2 Have you set up the appropriate type(s) of print services that should be supported? Next Step Ø Ö Check the settings required for your printing environment. 3 If you are using Novell print services, did you set up the Novell side of network printing, such as creating print servers and attaching the print queue? Next Step Ø Ö Set up the NetWare server. Refer to the Software Installation Guide. 4 If you set up Novell print services, can you see the print job using PCONSOLE or NWAdmin? Next Step Ø Ö Refer to your Novell PCONSOLE or NWAdmin user documentation for help with using these utilities. 5 Have you checked the gateway and subnet settings to make sure that the equipment is part of the same network gateway as the client from which you are trying to print? Next Step Ø Ö Set up the TCP/IP correctly. 6 Are other services and communications performed over the network behaving in the normal and expected manner? End Ö Refer to your network documentation or use a network diagnostic utility to identify the network problem.

Client Problems 69 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 make it perform printing. „ Checking the client status Problem Description The printing problems are caused by the printer driver settings, network settings, errors in the network connections, and so forth. First, contact the administrator of the equipment to see if there is one of these kinds of problem, or see the following sections: P.66 “Printer Driver Problems” P.68 “Network Connection Problems” P.82 “Printing Problems (Network Related)” Another possible cause is one related to a client. If the print jobs sent from a specific client within a network fails, the problem may be caused by the client. The checklist below will help you identify the source of the error and direct you to the information resolving the problem. If the problem persists after you have followed all of the steps, contact your service representative. No. Check... Yes No Corrective Action 1 Does the equipment work properly? Are copy jobs output properly? Next Step Ø Ö Check the device status displayed in the Device page of TopAccess. 2 See the Device page of TopAccess. Are the options specified for the job supported by the hardware configuration? Next Step Ø Ö If not, delete the job, install the required components, and try again. Contact your service representative for further information. 3 Can you print the jobs from other clients? Next Step Ø Ö See the following section to fix the problem. P.68 “Cannot print with the equipment (network connection problems)” 4 Have you ever printed successfully from this client? Next Step Ø Ö See the following section to fix the problem. P.66 “Cannot print (port setting problems)” 5 Did you set up the printer driver other than by an SMB connection? Next Step Ø Ö See the following section to fix the problem. P.68 “Cannot print with SMB print” 6 (For Macintosh only) Can you see the equipment you created in the Selector? Next Step Ø Ö Refer to the Software Installation Guide. 7 At this point, the problem is most likely to be related to a client-side error. Refer to the Printing Guide to fix the problem.

70 Hardware Problems 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 on printer drivers or the network connection cannot be specified, a hardware problem is a possible cause of the trouble. The following are common factors involved in the hardware problems: y System board, cables, and connectors y The equipment, and its (optional) components such as the duplexing unit or the Finisher y System software or firmware of the equipment „ Startup page not printed Problem Description If the startup page is not printed when you turn on the equipment, even though the Print Startup Page is enabled, there may be a hardware error. Contact your service representative. Corrective Action 1. Make sure that Print Startup Page is enabled. 2. Turn on the equipment. (If it is already on, restart it.) 3. Check if the startup page is output. When the Print Startup Page is enabled, normally the Startup Page is automatically printed. If not, the problem is possibly caused by the hardware. Contact your service representative. „ Print jobs not output Problem Description All the clients within a network fail to make the equipment output the print jobs. Corrective Action There remains a possibility that an improper settings of the software such as printer drivers caused the problem, however, a hardware error is possible, if none of the clients can print the jobs. Try the steps on the checklist below. If the problem persists after you have followed all of the steps, contact your service representative. Also refer to the Printing Guide for more information on resolving output errors caused by software settings. No Check... Yes No Corrective Action 1 Is printing prohibited from all connected client computers? Next Step Ø Ö See the following section to fix the problem: P.68 “Network Connection Problems” 2 Can you see the job from TopAccess or another print monitoring utility, such as PCONSOLE or Print Manager? Next Step Ø Ö See the following section to fix the problem: P.78 “Locating the Equipment in the Network” 3 Can you identify the problem with the error message or the error code and resolve it? End Ö See the following sections to fix the problem: P.92 “Error Messages” P.96 “Error Codes”

This chapter describes how to troubleshoot the problems of scanning. Scanning Problems................................................................................................................ 72 Cannot E-mail my scans ......................................................................................................................................72 Cannot find the data saved in the shared folder...................................................................................................72

72 Scanning Problems 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: y The correct e-mail addresses are specified. y The equipment is correctly configured for and connected to the network. y For the SMTP Client settings, the SMTP server address is correctly set. y For the SMTP Client settings, the Port Number is correctly set. y For the SMTP Client settings, the settings for SSL and/or authentication are correctly set. y The data size of the attached file is smaller than/equal to the maximum data size receivable on the recipient’s side. For details on the network settings, refer to the TopAccess Guide. For details on e-mailing the scanned image, refer to the Scanning Guide. „ Cannot find the data saved in the shared folder Problem Description I have scanned a document and saved the copy in shared folder of the equipment, but cannot locate the saved file. Corrective Action y For Windows OS, search the network for the equipment using the search function of Explorer. The data are stored in the equipment’s shared folder named “FILE_SHARE.” y For Macintosh, make sure that the OS version is Mac OS X 10.3.x or later; a client computer running Mac OS X 10.2.x or earlier cannot access the shared folder on the equipment. If your computer is running Mac OS X 10.3.x or later, search the network for the equipment on Finder and access the folder named “FILE_SHARE.” y If you cannot find the equipment on the network, make sure that the SMB Server Protocol setting is enabled on TopAccess. For details on the network settings, refer to the TopAccess Guide. For details on storing the scanned image, refer to the Scanning Guide.

This chapter describes how to troubleshoot the problems on e-Filing. e-Filing Web Utility Problems................................................................................................ 74 e-Filing Web Utility terminates the session...........................................................................................................74 Numerous sub windows repeatedly appear .........................................................................................................74 Displaying the items in the Contents Frame takes a long time.............................................................................74 Error messages ....................................................................................................................................................75

74 e-Filing Web Utility Problems 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. „ 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. Corrective Action 1 Clicking [Return], [Refresh], and [home] button or [login] link leads to this message and e-Filing Web Utility returns to its top page. In this case, try to do the operation you intend to do again. Corrective Action 2 Closing the window by clicking the [x] button of the browser leads to the message “This operation will end your e-Filing session.” and the e-Filing session ends. Finish your current operation before you close the window. Corrective Action 3 Operating the main window while the sub window is displayed leads to the message “This operation will end your e-Filing session.” and the processing displayed on the sub window ends. Do not operate the main window until the processing on the sub window has been completed. „ Numerous sub windows repeatedly appear Problem Description Numerous sub windows repeatedly appear and e-Filing becomes uncontrollable. Corrective Action Close all the windows and exit from the web browser. Then restart the browser and clear the cookie files from “Internet Option” (for Internet Explorer). „ Displaying the items in the Contents Frame takes a long time Problem Description Displaying the items in the Contents Frame takes a long time. Corrective Action Displaying more than 100 items in the Contents Frame may take a long time. A smaller number of items shortens the time for displaying.

e-Filing Web Utility Problems 75 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 OFF and then ON the power of the equipment 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. Exit from e-Filing and change the session timer setting to be longer on the Setup page of the TopAccess Administrator mode. Then restart it. The items have been modified. The items are currently being modified by another user. Try again after the other user has finished modifying the items. Cannot start e-Filing Session. The Disk is Full. Erase the unnecessary data from the Control Panel. For instructions on how to delete data from the Control Panel, refer to the e-Filing Guide. Cannot create a Box. The Disk is full. Erase unnecessary data using the administrative function or deleting the data in boxes for making hard disk space. Cannot create a Folder. The Disk is full. Erase unnecessary data using the administrative function or deleting the data in boxes for making hard disk space. Cannot edit the Document. The Disk is full. Erase unnecessary data using the administrative function or deleting the data in boxes for making hard disk space. Cannot insert Page. The Disk is full. Erase unnecessary data using the administrative function or deleting the data in boxes for making hard disk space. Cannot archive Documents. The Disk is full. Erase unnecessary data using the administrative function or deleting the data in boxes for making hard disk space. Cannot upload archived file. The Disk is full. Erase unnecessary data using the administrative function or deleting the data in boxes for making hard disk space. Cut failed. Disk is full. Erase unnecessary data using the administrative function or deleting the data in boxes for making hard disk space. Copy failed. Disk is full. Erase unnecessary data using the administrative function or deleting the data in boxes for making hard disk space. Paste failed. Disk is full. Erase unnecessary data using the administrative function or deleting the data in boxes for making hard disk space. Save failed. Disk is full. Erase unnecessary data using the administrative function or deleting the data in boxes for making hard disk space. Cannot create a Folder. Maximum number of folders has been reached. Delete unnecessary folders and create a new folder. You can create up to 100 folders in each box. Cannot create a document. Maximum number of documents has been reached. Delete unnecessary documents and create a new document. You can create up to 400 documents in each box and folder. Cannot insert Page. Maximum number of pages has been reached. Delete unnecessary pages and insert a new page. A document can contain up to 200 pages. Paste failed. Maximum number of page range is reached. Delete unnecessary pages and paste pages in the document. A document can contain up to 200 pages. Cut failed. The items have been deleted or modified. Refresh the page and make sure that the item was deleted or is currently being modified. Copy failed. The items have been deleted or modified. Refresh the page and make sure that the item was deleted or is currently being modified. Paste failed. The items have been deleted or modified. Refresh the page and make sure that the item was deleted or is currently being modified. Delete failed. The items have been deleted or modified. Refresh the page and make sure that the item was deleted or is currently being modified. Please enter valid password. Enter the correct password. A folder with the name you specified already exists. Please try again. Use a name that does not exist in the box. Another user has been archiving or uploading. Please try again later. The document is being archived or uploaded by another user. Try again after the other user has finished archiving or uploading. The Maximum Possible Archive Size exceed. Archiving is not Possible. An archive file larger than 2 GB cannot be created. Make sure that the archive file will be less than 2 GB by archiving smaller groups of files instead of a large one. The Box cannot be erased. A document contained in Box is being used. A document contained in the box is being used by another user. Try again after the other user has finished using the document.

76 e-Filing Web Utility Problems 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 using the document. 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. Message Corrective Action

CONNECTIONS This chapter describes how to troubleshoot the problems on network connections. Locating the Equipment in the Network............................................................................... 78 Cannot locate the equipment in the network ........................................................................................................78 Cannot locate the equipment with Local Discovery..............................................................................................79 Equipment does not respond to ping command...................................................................................................80 LDAP Search and Authentication Problems........................................................................ 81 Network shutdown occurs or touch panel disabled after LDAP search................................................................81 LDAP authentication takes a long time.................................................................................................................81 Printing Problems (Network Related)................................................................................... 82 SMB print and Point&Print in a Windows operating system environment ............................................................82 Raw TCP or LPR print in a Windows operating system environment ..................................................................82 IPP print in a Windows operating system environment ........................................................................................83 Novell print in a NetWare environment.................................................................................................................83 Macintosh environment ........................................................................................................................................84 UNIX/Linux environment ......................................................................................................................................84 Network Fax (N/W-Fax) Driver Problems ............................................................................. 85 N/W-Fax Driver Installation Error Messages ........................................................................................................85 N/W-Fax Driver General Errors ............................................................................................................................86

78 Locating the Equipment in the Network 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 the 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. Check... Yes No Corrective Action 1 Is the startup page printed out? If not, wait until the communication comes online. Examine the protocol settings listed on the startup page. Are they correct? Next Step Ø Ö Set up the proper protocols. 2 Print out a configuration page. Make sure that there are not any discrepancies or inconsistencies between the current network settings and your network environment. Change the network settings, if necessary. Use the Find Computer utility from your Windows computer to locate the equipment by its device name. Can you find the equipment? Next Step Ø Ö Set up the proper protocol if required. Once you have located the equipment, configure the port that it is mapped correctly to the device. 3 Can you locate other computers connected to the same network? Next Step Ø Ö Check the network settings on the client computer to make sure that they are compatible with the network settings on the equipment. 4 Check the link LED activity on the hub and/or NIC of the equipment and the client machine. Do the hardware components appear to be functioning properly? Next Step Ø Ö Contact your service representative. 5 Make sure that the device name for the equipment is unique and verify that the WINS and/or DNS server database are not causing potential naming conflicts with the network settings on the equipment. If necessary, change the network settings on the equipment. After the communication comes back online, can you see the equipment in the network? Next Step Ø Ö Set up the NetBIOS name of the device correctly. 6 If the network environment is using complex subnet or supernet structures, is the IP address used by the equipment within the network structures range of valid addresses? End Ö Contact your local network support specialist for further assistance.

Locating the Equipment in the Network 79 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. When the TWAIN driver, File Downloader, Address Book Viewer, Backup/Restore Utility, or Remote Scan driver cannot automatically discover the equipment over the network, the most likely cause is limitations of the protocols supported by the computer. In some cases, you need to add or update network components; however, first see the checklist below to fix the problem. No. Check... Yes No Corrective Action 1 Check the SNMP version. Is the SNMP setting configured for SNMP V3? Ö Next Step Ø Check whether the SNMP V3 is available on your environment. 2 Is SNMP enabled on the equipment? Is “public” specified for the Read Community? Next Step Ø Ö Enable the SNMP (MIB) and confirm the Read Community setting. 3 Confirm that the protocol suite installed on the client computer has been updated with the latest software for the given operating system. If your network only supports the IPX/SPX protocol, make sure that the most current version of Novell Client software is installed. Next Step Ø Ö See the vendor’s Web site for information about product updates and technical supports. 4 Print an NIC Configuration page from the equipment. Does the equipment support the same protocol as the network? Next Step Ø Ö Configure the proper protocol. 5 Change the protocol settings from TopAccess, if necessary, and reboot the equipment for the changes to take effect. Repeat step 2. Was the device discovered? End Next Step Ø 6 Check the NIC Configuration page. Are the IP address and subnet mask settings correct? Next Step Ø Ö Setup the TCP/IP settings correctly. 7 Check the router to make sure that it is not filtering out the equipment packets. Is the router processing equipment packets correctly? Next Step Ø Ö Adjust the router settings. 8 Can another computer within the same network segment discover the equipment? Next Step Ø Ö See the following section to fix the problem: P.78 “Locating the Equipment in the Network” 9 Check the NIC Configuration page. Is the Unit Serial Number part of the device name? Next Step Ø Ö Contact your service representative. 10 Check link activities on the port being used by the equipment and the integrity of the network cable, hub, or switch that connects the equipment to the network. Replace any network components that you can tell or suspect are faulty. End Ö

80 Locating the Equipment in the Network „ 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. Check... Yes No Corrective Action 1 Confirm that the TCP/IP protocol suite is installed on the client computer. Next Step Ø Ö Refer to the networking section of your operating system documentation. 2 Look at the NIC configuration page and confirm that the TCP/IP settings are correct. Is the IP address entered and valid? Are the Gateway and Subnet settings correct? Next Step Ø Ö Enter the correct TCP/IP settings. 3 Reboot the equipment. Check the NIC Configuration page that is printed out. Are the TCP/IP settings correct? Next Step Ø Ö The settings are not binding, contact your service representative. 4 Try to ping the equipment again. Did the equipment respond to the ping? End Next Step Ø 5 Can you ping the equipment from any other computer within the same network? If not, the equipment might have an IP address that is out of range or invalid. Next Step Ø Ö Contact your local network specialist for a valid IP address for the equipment. 6 Can you ping to another computer within the same network? Next Step Ø Ö Check the computer’s protocol settings to make sure the gateway and subnet settings are correct. 7 If you have customized the device name, you can check if the NIC is functional by restoring the default settings. When the equipment automatically reboots and an NIC Configuration page is printed, does the device name include the NIC’s unit serial number? Next Step Ø Ö The NIC is faulty or improperly installed. Contact your service representative. 8 Check link activities on the port being used by the equipment and also the integrity of the network cable, hub, or switch that is connecting the equipment to the network. Replace any network components that you suspect are faulty. Can you ping the equipment now? End Ö Contact your service representative.

LDAP Search and Authentication Problems 81 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. „ LDAP authentication takes a long time Problem Description It takes a long time to perform LDAP authentication on the touch panel. Corrective Action Try the checklist below. If the problem remains unsolved, contact your service representative. No. Check... Yes No Corrective Action 1 Is the LDAP server correctly running? Next Step Ø Ö Confirm that the LDAP server is correctly running. 2 Is the LDAP server setting correctly set? End Ö Enter the correct LDAP setting. Re-enter the correct password carefully because it is displayed by asterisks. No Check... Yes No Corrective Action 1 Is the LDAP server correctly running? Next Step Ø Ö Check the LDAP server is correctly running. 2 Is the LDAP server setting correctly set? End Ö Enter the correct LDAP setting. Especially re- enter the correct password carefully because it displays with asterisks.

82 Printing Problems (Network Related) 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. Some common network configurations are shown below, along with the steps required to configure the equipment. If you perform all the steps in the applicable checklist and still cannot print satisfactorily with the equipment, contact your service representative. y You can change the network protocol settings with the touch panel of the equipment or with TopAccess (the Administration page). y For the error messages that appear during the installation of the printer drivers, refer to the Software Installation Guide. „ SMB print and Point&Print in a Windows operating system environment „ Raw TCP or LPR print in a Windows operating system environment No Check... Yes No Corrective Action 1 Are the IP address properties correctly set? Next Step Ø Ö Set up the IP address correctly. 2 Is the Microsoft computer name (device name) unique? Next Step Ø Ö Set up the device name correctly. 3 Is the workgroup name valid and correctly entered? Next Step Ø Ö Set up the workgroup correctly. 4 Is the WINS server address correctly set? Next Step Ø Ö Set up the WINS server address correctly, or enter “0.0.0.0” for the WINS server address to disable the WINS service. 5 If the client computers are located in different segments, is the WINS service correctly provided? Next Step Ø Ö Set up the WINS server and enable it on the equipment to allow users access from a different segments. 6 Can you see the equipment in Windows Network Neighborhood? Next Step Ø Ö See the following section to fix the problem: P.78 “Cannot locate the equipment in the network” 7 Were the proper printer drivers installed? Next Step Ø Ö Refer to the Software Installation Guide to install the proper printer drivers. 8 Is the driver’s port name valid? Next Step Ø Ö Refer to the Software Installation Guide to configure the proper port. 9 Can you print with the equipment? End Ö See the following section to fix the problem: P.68 “Cannot print with the equipment (network connection problems)” No Check... Yes No Corrective Action 1 Are the IP Address properties correctly set? Next Step Ø Ö Set up the IP address correctly. 2 Is Raw TCP print correctly set? Next Step Ø Ö Set up the Raw TCP print service correctly. 3 Is LPR/LPD print correctly set? Next Step Ø Ö Set up the LPD print service correctly. 4 Were the proper printer drivers installed? Next Step Ø Ö Refer to the Software Installation Guide to install the proper printer drivers. 5 Is the Raw TCP or LPR port configured with the correct IP address? Next Step Ø Ö Refer to the Software Installation Guide to configure the proper port. 6 Can you print to the equipment? End Ö See the following section to fix the problem: P.68 “Cannot print with the equipment (network connection problems)”

Printing Problems (Network Related) 83 6 TROUBLESHOOTING FOR NETWORK CONNECTIONS „ IPP print in a Windows operating system environment „ Novell print in a NetWare environment No. Check... Yes No Corrective Action 1 Are the IP address properties correctly set? Next Step Ø Ö Set up the IP address correctly. 2 Is the HTTP server on the equipment enabled? Next Step Ø Ö Enable the HTTP server in the HTTP Network Service. 3 Is the IPP print correctly set? Next Step Ø Ö Set up the IPP print service correctly. 4 Were the proper printer drivers installed? Next Step Ø Ö Refer to the Software Installation Guide to install the proper printer drivers. 5 Is the IPP port configured with the correct URL? Next Step Ø Ö Refer to the Software Installation Guide to configure the proper port. 6 Can you print to the equipment? End Ö See the following section to fix the problem: P.68 “Cannot print with the equipment (network connection problems)” No. Check... Yes No Corrective Action 1 Are the IPX/SPX protocols enabled? Is the correct frame type selected? Next Step Ø Ö Set up the IPX/SPX correctly. 2 If applicable, did you successfully set up queue- based print? Next Step Ø Ö Set up the NetWare server properly. 3 Did you configure the equipment for a NetWare connection? Next Step Ø Ö Set up the NetWare network settings correctly. 4 Did you configure the equipment for Novell print service? Next Step Ø Ö Set up the Novell print service correctly. 5 Were the proper printer drivers installed? Next Step Ø Ö Refer to the Software Installation Guide to install the proper printer drivers. 6 Is the IPP port configured with the correct URL? Next Step Ø Ö Refer to the Software Installation Guide to configure the proper port. 7 Can you see the equipment in Windows Network Neighborhood? Next Step Ø Ö Check that the SMB protocol is enabled in the client computers. 8 Can you print to the equipment? End Ö See the following section to fix the problem. P.68 “Cannot print with the equipment (network connection problems)”

84 Printing Problems (Network Related) „ Macintosh environment „ UNIX/Linux environment No. Check... Yes No Corrective Action 1 Is AppleTalk enabled on the equipment? Next Step Ø Ö Enable AppleTalk. 2 Are the IP address properties correctly set? Next Step Ø Ö Set up the IP address correctly. 3 Is the equipment available in the Chooser when you click the LaserWriter 8 printer icon? Next Step Ø Ö Make sure that the AppleTalk zone is supported by the Macintosh client. 4 Can you access any other network device from the Macintosh computer? Next Step Ø Ö Refer to your Macintosh networking documentation or contact Macintosh technical support. 5 Can another Macintosh computer on the network print to the equipment? If so, compare the settings to determine which need to be changed to support print from this machine. End Ö Refer to your Macintosh networking documentation or contact Macintosh technical support. No. Check... Yes No Corrective Action 1 Are the IP address properties correctly set? Next Step Ø Ö Set up the IP address correctly. 2 Is the LPR/LPD print correctly set? Next Step Ø Ö Set up the LPD print service correctly. 3 Did you successfully install the UNIX/Linux filters? Next Step Ø Ö Refer to the Software Installation Guide to install UNIX/Linux filters. 4 Did you successfully create and set up a print queue? Next Step Ø Ö Refer to the Software Installation Guide to configure the print queue. 5 Can you print to the equipment using LPD as the root? Next Step Ø Ö Set up UNIX/Linux access for the equipment to enable other users to print from the Bourne shell. Refer to your UNIX/Linux documentation for more information. 6 Can you ping the equipment from your computer? Next Step Ø Ö Try a remote ping from another server. If you can reach the equipment from that server, check for conflicts between the equipment and your current network segment. 7 Is the LP Daemon functioning? Next Step Ø Ö Reload Daemon or restart the system. 8 Can you print to the equipment? End Ö Contact your service representative.

Network Fax (N/W-Fax) Driver Problems 85 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 For information on the installation of the N/W-Fax driver, refer to the Software Installation Guide. ‰ Setup needs to copy Windows NT files Problem description The wrong port type was selected from the Printer Ports dialog. Corrective action 1. Click Cancel until the Add Printer Wizard terminates. 2. Select [Add Printer]*1 from the [File] menu in the Printers folder to start the Add Printer Wizard, and then perform the installation again. *1 Double-click the [Add Printer] icon for Windows 2000. 3. When the screen for selecting a port is displayed, select [Local port] to add a printer. ‰ Client software CD now required Problem description When adding a new printer driver, the end user did not choose the Have Disk option; instead, the user selected the printer name from the Add Printer list. Corrective action 1. Cancel the Add Printer Wizard. 2. Select [Add Printer]*2 from the [File] menu in the printer folder to start the Add Printer Wizard, and perform the installation again. *2 Double-click the [Add Printer] icon for Windows 2000. 3. When the screen for selecting a printer is displayed, select [Have Disk]. 4. Select [Use Existing Driver] to add another copy of an existing driver or browse to the subdirectory that contains the appropriate *.inf file. ‰ File *.DRV on client CD could not be found Problem description When adding a new printer driver, the user did not choose the Have Disk option but selected the printer name from the Add Printer list. Corrective action 1. Cancel the Add Printer Wizard. 2. Select [Add Printer]*3 from the [File] menu in the printer folder to start the Add Printer Wizard, and perform the installation again. *3 Double-click the [Add Printer] icon for Windows 2000. 3. When the screen for selecting a printer is displayed, select [Have Disk]. 4. Browse to the subdirectory that contains the appropriate *.inf file.

86 Network Fax (N/W-Fax) Driver Problems ‰ Location does not contain information about your hardware Problem description The path to the *.inf file selected during driver installation is too far away. In other words, there are too many characters in the directory path. Corrective action Copy the directory containing the *.inf file to the local drive and resume installation. ‰ 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. ‰ Problem with the current printer setup Problem description The driver was not set up properly, possibly because the installation procedure was not completed. Corrective action Delete the driver and either reinstall it from the Client Utilities CD-ROM or download it from this equipment. „ N/W-Fax Driver General Errors ‰ “Could not connect to the MFP device” appears Problem description When users are trying to access to the properties of the N/W-Fax driver, an error message “Could not connect to the MFP device” appears. Corrective action Communication between the N/W-Fax driver and this equipment failed. Make sure that this equipment is operating. If not, turn its power ON. Connect the N/W-Fax driver with this equipment through the TopAccess. If the connection fails, reboot the computer and this equipment. ‰ The fax jobs are not listed on the “Logs - Transmission” screen in TopAccess Problem description When confirming the fax job logs on the “Logs - Transmission” screen in TopAccess, the fax jobs that are sent are not displayed. Corrective action If the relevant fax job is not included in the Log list, your transmission job may not have been performed. In this case, search for jobs without the department code in the “JOB STATUS - FAX” on the control panel. Then, select the relevant fax job and press the [SEND] button to resend it.

Network Fax (N/W-Fax) Driver Problems 87 6 TROUBLESHOOTING FOR NETWORK CONNECTIONS ‰ Fax transmission cannot be performed with a cover sheet Problem description In a N/W-Fax driver which is set to the IPP port, no cover sheet is output and an XL error occurs in the fax transmission when a printer driver whose file name consists of 54 letters or more is specified for the default printer and a Fax is sent with a cover sheet added from Microsoft Excel. Corrective action Set 30 letters or less for the file name of the printer driver.

WITH TopAccess This chapter describes how to check the status of the equipment with TopAccess. Hardware Status Icons on TopAccess [Device] Tab ........................................................... 90 Error Messages ...................................................................................................................... 92 Error Codes............................................................................................................................. 96 Error codes on print jobs ......................................................................................................................................96 Error codes on transmission and reception..........................................................................................................98 Error codes on scan jobs....................................................................................................................................101

90 Hardware Status Icons on TopAccess [Device] Tab 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 to appear and the descriptions for them. For details of the [Device] tab of TopAccess, refer to the TopAccess Guide. Printer Error 1 This icon indicates a non-recommended toner cartridge is used and the equipment stopped printing. P.46 “Replacing a Toner Cartridge” Printer Error 2 This icon indicates: y You need to remove paper from the exit tray of the equipment. y You need to remove paper from the receiving tray of the Finisher. y You need to remove the staples jammed in the Finisher. P.42 “Staple jam in the Finisher” y You need to remove the staples jammed in the Saddle Stitch unit. P.43 “Staple jam in the Saddle Stitch unit” y You need to clear the hole punch paper bits from the Hole Punch Unit. P.58 “Cleaning the Hole Punch Dust Bin” y The recommended toner cartridge is not being used. P.46 “Replacing a Toner Cartridge” y You tried to perform saddle stitching for a printing on mixed paper sizes. y The equipment cannot load paper from the External Large Capacity Feeder. Cover Open This icon indicates the front cover is open. Toner Empty This icon indicates no toner is left. It also indicates which color is empty: P.46 “Replacing a Toner Cartridge” Waste Toner Full This icon indicates the waste toner box is full and requires replacing. P.52 “Replacing the Waste Toner Box”

Hardware Status Icons on TopAccess [Device] Tab 91 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 Jam This icon indicates a paper jam occurred. It also indicates the location of the paper jam. P.11 “Clearing a Paper Jam” Staples Empty This icon indicates no staples are left in the Finisher. P.54 “Refilling With Staples” Call for Service Contact your service representative to have the equipment inspected.

92 Error Messages Error Messages When a message appears on the [Device] Tab of TopAccess, see the table below for the corrective action. TopAccess Message Corrective Action Front Cover Open - Please Close Cover. Close the front cover. Paper Feeding Cover Open - Please Close Cover. Close the paper feeder cover. Transfer/Transport unit Open - Please Close Cover. Close the transfer/transport unit. Large Capacity Feeder Cover Open - Please Close Cover. Close the Large Capacity Feeder cover. Drawer Open - Please Close Cover. Close the drawer. Automatic Duplexing Unit Cover Open - Please Close Cover. Close the automatic duplexing unit cover. Relay Unit Cover Open - Please Close Cover. Close the Bridge Unit cover. Finisher Joint Cover Open - Please Close Cover. Close the Finisher joint cover. Staple Door Open - Please Close Cover. Close the stapler cover. Punch Unit Front Cover Open. Close the Punch Unit front cover. Lower Tray Delivery Cover Open - Please Close Cover Close the lower tray delivery cover. Lower Tray Front Cover Open - Please Closer Cover Close the lower tray front cover. Punch Unit Front Cover Open - Please Close Cover Close the Punch unit front cover. Hole Punch Unit Open - Please Close Cover. Close the Hole Punch Unit cover. Paper Jam in Auto Duplexer Unit - Please Clear Paper Path Refer to the guidance on the touch panel to remove jammed paper. Paper Insertion Jam - Please Clear Paper Path Refer to the guidance on the touch panel to remove jammed paper. Paper Jam in Printer - Please Clear Paper Path Refer to the guidance on the touch panel to remove jammed paper. Paper Ejection Jam - Please Clear Paper Path Refer to the guidance on the touch panel to remove jammed paper. Staple Jam in Finisher - Please Clear Staple Remove the jammed staples from the Finisher. See P.42 “Clearing a Staple Jam”. Paper Jam in Finisher - Remove paper Remove the jammed paper from the Finisher. See P.11 “Clearing a Paper Jam” Staple Jam in Saddle Stitch Finisher - Please Clear Staple Remove jammed staples from the Saddle Stitch Finisher. See P.42 “Clearing a Staple Jam” Used Toner Container Full - Please Replace. Replace the waste toner box. See P.52 “Replacing the Waste Toner Box”. Toner Not Recognized - Please Check Toner. Check and adjust the toner bottle. Black Toner Empty - Please Refill. Replace the black toner. See P.46 “Replacing a Toner Cartridge”. Cyan Toner Empty - Please Refill. Replace the cyan toner. See P.46 “Replacing a Toner Cartridge”. Magenta Toner Empty - Please Refill. Replace the magenta toner. See P.46 “Replacing a Toner Cartridge”. Yellow Toner Empty - Please Refill. Replace the yellow toner. See P.46 “Replacing a Toner Cartridge”. Confirm waste toner box is attached Confirm the waste toner box is securely attached and close the waste toner box cover. Close duplexing unit cover Close the duplexing unit cover. Close receiving tray low cover Close the low cover of the receiving tray. Prepare new waste toner box Prepare a new waste toner box. TRU Box needs to be replaced (Please make a service call) Contact your service representative for the replacement of the TRU Box. Automatic Document Feeder Error - Please Contact Service Technician. Contact your service representative. Alignment Error in Automatic Document Feeder - Please Contact Service Technician. Contact your service representative. Motor Error in Automatic Document Feeder - Please Contact Service Technician. Contact your service representative. I/F Error in Automatic Document Feeder - Please Contact Service Technician. Contact your service representative. Fatal Error - Please Contact Service Technician. Contact your service representative.

Error Messages 93 Main Motor Error - Please Contact Service Technician. Contact your service representative. Printer Output Error - Please Contact Service Technician. Contact your service representative. Printer Input Error - Please Contact Service Technician. Contact your service representative. Expired scan documents deleted from share folder. Expired documents are deleted automatically from the “SCAN” folder in the “SHARE_FILE” folder. Expired Sent Fax documents deleted from share folder. Expired documents are deleted automatically from the “TXFAX” folder in the “SHARE_FILE” folder. Expired Received Fax documents deleted from share folder. Expired documents are deleted automatically from the “RXFAX” folder in the “SHARE_FILE” folder. Scanned documents in shared folder deleted upon user’s request. Documents in the “SCAN” folder have been deleted by a user. Sent Fax documents in shared folder deleted upon user’s request. Documents in the “TXFAX” folder have been deleted by a user. Received Fax documents in shared folder deleted upon user’s request. Documents in the “RXFAX” folder have been deleted by a user. Failed to delete file. The file cannot be deleted from the shared folder. Failed to acquire resource. The file cannot be acquired from the shared folder. Document(s) expire(s) in a few days. There are documents to be deleted in a few days in e-Filing. Hard Disk space for Electronic Filing nearly full. The hard disk has little space available. Delete unnecessary documents to make more space. Power failure occurred during e-Filing restoring. The document could not be stored in e-Filing because of the power failure. SMTP Destination Error has been detected in the received mail. This mail was deleted. The equipment cannot receive the Email that does not contain the sender’s Email address. Ask the sender to send the Email again with the sender’s Email address. OffRamp Destination limitation Error has been detected in the received mail. The equipment cannot perform the Offramp transmission to more than 40 destinations. Ask the sender to send the Offramp document separately for each of the 40 destinations. Fax Unit Error has been occurred in the received mail. The equipment cannot perform the Offramp transmission without the optional Fax Unit. POP3 Connection Error has been occurred in the received mail. Make sure that the POP3 server is properly running. Make sure that the correct IP address of the POP3 server is assigned. POP3 Connection Timeout Error has been occurred in the received mail. Make sure that the network cable is correctly connected. Make sure that the POP3 server is properly running. POP3 Login Error has been occurred in the received mail. Make sure that the correct login name and password are specified. POP3 Login Error occurred in the received mail Make sure that the POP3 login type (Auto, POP3, APOP) is set correctly. File I/O Error has been occurred in this mail. The mail could not be received until File I/O is recovered. Turn OFF then ON the power and check whether the equipment can receive the Internet Fax. If the Internet Fax document cannot be received, confirm that any files other than TIFF and text files are attached in the Internet Fax. Hard Disk space for File Share nearly full. The hard disk has little disk space available. Delete unnecessary documents to make the hard disk space. Domain - General Failure during Authentication Verify the Network Settings again and retry connecting to the domain controller. Domain - Invalid User Name or Password Check the user name and password. Note that they are case- sensitive. Domain - Server not present in Network The server is not on network or it could not be located. Also check the DNS and DDNS settings on TopAccess. Domain - User account is disabled on Server Check the User attributes on the server. This can be verified in -> Active Directory Users and Computers. Domain - User account has expired and cannot be used for logon Change the account expiration date and retry again. The expiration date can be modified from Active Directory Users and Computers. Domain - User account is locked and cannot be used for logon The lockout duration could be specified in account lockout security policy. If so, retry after the lockout duration. Domain - Invalid logon hours for the User The administrator has set restrictions on the logon hours. The logon hours can be modified from Active Directory Users and Computers. TopAccess Message Corrective Action

94 Error Messages Active Directory Domain - Clock Skew error due to difference in Time between Server and MFP The clocks need to be synchronized. Please check whether SNTP is configured correctly on the equipment. Active Directory Domain - Kerberos Ticket has expired and cannot be used for Authentication Please confirm the validity period of the ticket set by the Kerberos server. Please retry again after the fresh ticket is issued. Active Directory Domain - Verification of the Ticket has failed Verify the user name and password and try again. If the problem persists please contact the administrator. Active Directory Domain-The Domain specified could not be found Enter the correct domain name in network settings. If the problem persists please contact the administrator for the correct realm name for your server. Information Failed User Authentication Check Domain Name/User Name/Password SNTP Server - Connect Error has occurred The equipment could not connect to the SNTP Server. Check the SNTP settings. No IKE proposal chosen Check the IKEv1/IPsec proposal parameters (like encryption/authentication algorithms, DH group, authentication methods) in MFP and peer machine. IKE Certificate Authentication failed Check 1. CA and user certificate in both MFP and remote peer - certificate timestamp and IPsec Certificate template should be valid. 2. CRL DP server name is mapped in MFP’s host table or DNS entry. 3. Certificate against CRL. IKE Pre-shared key Authentication failed Mismatch in IKEv1 Pre Shared Key. Check the PSK in MFP and remote machine. Invalid Certificate Check the CA and user certificate in MFP and peer machine. Certificate Type unsupported Check the user certificate type. Supported type is “.pfx” file only. Invalid certificate authority Check the CA certificate in MFP and peer machine. Certificate unavailable Certificate has been deleted from Certificate store. Re-upload the corresponding certificates using Security Services. No ISAKMP SA established Check the IKEv1/IPsec proposal parameters (like encryption/authentication algorithms, DH group, authentication methods) in MFP and peer machine. Check 1. CA and user certificate in both MFP and remote peer - certificate timestamp and IPsec Certificate template should be valid. 2. CRL DP server name is mapped in MFP’s host table or DNS entry. 3. Certificate against CRL. Invalid Signature Mismatch in Signature payload (MAC or IV). Check the CA and user certificate in MFP and peer machine. No IKEv2 proposal chosen Check the IKEv2/IPsec proposal parameters (encryption/authentication algorithms, DH group, authentication methods) in MFP and peer machine. IKEv2 Certificate Authentication Failed Check 1. CA and user certificate in both MFP and remote peer - certificate timestamp and IPsec Certificate template should be valid. 2. CRL DP server name is mapped in MFP's host table or DNS entry. 3. Certificate against CRL. IKEv2 Secret key Authentication failed Mismatch in IKEv2 Pre Shared Key. Check the PSK in MFP and peer machine. Falling Back to IKEv1 Remote machine is not supporting IKEv2. Going back to use IKEv1. ISAKMP SA unusable (deleted) Restart IPsec service on Peer and retry. Crypto operation failed If Certificates are being used, re-upload the corresponding certificates using Security Services. Restart IPsec Service on MFP. Invalid key information Check IKE settings in MFP and peer. CA not trusted Check the CA certificate in MFP and peer machine. Check the CA certificate timestamp. TopAccess Message Corrective Action

Error Messages 95 Authentication Method mismatch Mismatch in IKE authentication type. Check the Authentication type in MFP and peer. IKE Version mismatch Mismatch in IKE version. Check the IKE version in MFP and peer. Encapsulation mode mismatch Check the IPsec mode (Transport/Tunnel) in MFP and peer. Peer IP Address mismatch Remote Traffic selector mismatch. Check the destination address/ port in IPsec filter. Local IP Address mismatch Local traffic selector mismatch. Check the source address/port in IPsec filter. Local ID mismatch Check the user certificate in MFP. Remote ID mismatch Check the user certificate in peer machine. IKEv1/IKEv2 Timed out Check the network connectivity between MFP and peer machine. Select the Flush Connections Option and retry. It succeeded in the acquisition of the certificate It succeeded in the acquisition of the certificate. An unknown error occurred by SCEP Verify the Network Settings again and retry generating certificates. Timeout error 1) Check the IP address / FQDN of the CA server and verify the Network Settings. 2)Increase the timeout value and retry generating certificates again. file save error Try re-generating the certificates again. SCEP operation is failed Check the challenge phrase. It may be because of the wrong challenge phrase. TopAccess Message Corrective Action

96 Error Codes 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. „ Error codes on print jobs Error Code Problem Description Corrective Action 402F PM size error 1200 dpi print jobs cannot be printed without the optional expansion memory. Send a print job with a 600 dpi setting. 4031 HDD full error Delete unnecessary private print jobs and invalid department print jobs. 4032 Private-print-only error Jobs other than Private print cannot be printed. Perform Private printing. 4033 Printing data storing limitation error Printing with its data being stored to the HDD temporarily (Proof print, Private print, Scheduled print, etc.) cannot be performed. Perform normal printing. 4034 e-Filing storing limitation error Printing with its data being stored to the HDD (print and e-Filing, print to e-Filing, etc.) cannot be performed. Perform normal printing. 4035 Local file storing limitation error Network Fax or Internet Fax cannot be sent when “Local” is selected for the destination of the file to save. Select “Remote” (SMB/FTP) for the destination. 4036 User authentication error The user performing the printing has not been authenticated or user- registered. Perform user authentication or user registration. 4038 Hold-print-only error Jobs other than Hold print cannot be printed. Perform Hold printing. 4039 Printing other than Private and Hold not allowed Jobs other than Private print and Hold print cannot be printed. Perform Private or Hold printing. 4040 No authority to execute a job The user has not been assigned the authority to perform this operation by the administrator. 4050 The connection with the LDAP server or its authority setting has something wrong. Ask your LDAP server administrator about it. 4300 Job execution error due to functional restrictions USB direct printing cannot be performed due to a functional restriction. Contact your service technician. 4301 File conversion error The format of this file is not supported in the USB direct printing, or the file is invalid. Check the file. 4310 Double-sign encoding error A double-sign encoding error occurred because the PDF file is encrypted in a forbidden language or in a language not supported. Printing the file in this function is disabled. 4311 Printing not permitted Printing is not permitted or only printing in a low resolution level is permitted due to the encryption language of the encrypted PDF file. Printing the file in this function is disabled. * Permitted only when a user password is entered. 4312 Password mismatching The entered password is neither matched with a user password nor an owner password. Check the password again. A221 Job canceled (Job was canceled.) A222 Power failure Check whether the power cable is connected properly and it is inserted securely. Check whether the power voltage is unstable. A290 Limit over error (Black and White) Number of prints has exceeded the one specified with the department code and user code at the same time. Clear the limit counter. A291 Limit over error (Black and White) Number of prints has exceeded the one specified with the user code. Clear the limit counter. A292 Limit over error (Black and White) Number of prints has exceeded the one specified with the department code. Clear the limit counter. A2A0 Limit over error (Color) The number of prints has exceeded the one specified for the department code and user code, or users (guests) are not authorized to perform color printing. Clear the limit counter, or authorize users so that they can perform color printing.

Error Codes 97 A2A1 Limit over error (Color) The number of prints has exceeded the one specified for the user code, or users (guests) are not authorized to perform color printing. Clear the limit counter, or authorize users so that they can perform color printing. A2A2 Limit over error (Color) Number of prints has exceeded the one specified with the department code. Clear the limit counter. Error Code Problem Description Corrective Action

98 Error Codes „ Error codes on transmission and reception Error Code Problem Description Corrective Action 0011 Paper jam Clear the jammed printing paper. 0012 Original jam Clear the jammed original. 0013 Door open Firmly close the open door. 0020 Power interruption Check the power interruption report. 0030 Reset (The transmission was canceled by pressing the [FUNCTION CLEAR] button.) 0033 Polling Error Check polling options setup (Security Code, etc.), and check whether the polling document exists. 0042 Memory full Make sure that there is sufficient memory before making the call again. 0050 Line busy Retry communications. 0053 Security Mismatch in Relay or Mail Box transmission Confirm the remote party’s Security Code, system password and your setup. 00B0-00B5 00C0-00C4 00D0-00D2 Signal Error or Line Condition Error Retry communications. Frequent failures may indicate a phone line problem. If possible, move the unit to another line and try your communications again. 00E8 HDD error Retry communications. If the error still occurs, contact your service representative. 00F0 Software failure Retry communications. If the error still occurs, contact your service representative. 00F1 Hardware noise Retry communications. If the error still occurs, contact your service representative. 1C10 System access abnormality Turn the power OFF and then back ON. Perform the job in error again. If the error still occurs, contact your service representative. 1C11 Insufficient memory When there are running jobs, perform the job in error again after the completion of the running jobs. If the error still occurs, turn the power OFF and then back ON, and perform the job again. 1C12 Message reception error Turn the power OFF and then back ON. Perform the job in error again. 1C13 Message transmission error Turn the power OFF and then back ON. Perform the job in error again. 1C14 Invalid parameter When a template is used, create the template again. If the error still occurs, turn the power OFF and then back ON, and perform the job again. 1C15 Exceeding file capacity Ask your administrator to change the “Fragment Page Size” setting for the Internet Fax setting, or reduce the number of pages and perform the job again. 1C20 System management module access abnormality Turn the power OFF and then back ON. Perform the job in error again. If the recovery is still not completed, contact your service representative. 1C21-1C22 Job control module access abnormality Turn the power OFF and then back ON. Perform the job in error again. If the recovery is still not completed, contact your service representative. 1C30-1C33 Disk access error When there are running jobs, perform the job in error again after the completion of the running jobs. If the error still occurs, turn the power OFF and then back ON, and perform the job again. 1C40 Image conversion abnormality Turn the power OFF and then back ON. Perform the job in error again. If the error still occurs, contact your service representative. 1C60 HDD full failure during processing Reduce the number of pages of the job in error and perform the job again. Check whether the server or local disk has a sufficient space in disk capacity. 1C61 Address Book reading failure Turn the power OFF and then back ON. Perform the job in error again. Reset the data in the Address Book and perform the job again. If the error still occurs, contact your service representative. 1C62 Memory acquiring failure Turn the power OFF and then back ON. Perform the job in error again. If the error still occurs, contact your service representative. 1C63 Terminal IP address unset Ask your administrator to set the IP address of the equipment. 1C64 Terminal mail address unset Ask your administrator to set the E-mail address of the equipment. 1C65 SMTP address unset Ask your administrator to set the SMTP server address. 1C66 Server time-out error Check whether the SMTP server is operating properly.