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Action
Step 7
Check the paper width and paper length sensors of the source tray for
damage, and replace if necessary.
Does the problem remain?
Step 8
a
Make sure that the source tray is properly installed.
b
Make sure that the paper path is clear of debris or dust.
c
Make sure that the tray length and width guides are working properly.
d
Check the tray insert for damage, and replace if necessary.
Does the problem remain?
Steps before starting the 9yy service checks
Before starting the service checks in this section, you will need to retrieve certain information. This will aid your next
level of support in diagnosing the problem before replacing the controller board.
Warning—Potential Damage: Do not replace the controller board unless directed by your next level of support.
1
Collect the history information and firmware logs (Fwdebug and logs.tar.gz) from the SE menu.
2
Collect the settings from the menu settings page.
3
Collect information from the user.
Note: Not all of the items can be retrieved from the printer you are working on.
A. Collecting the history information from the SE menu
Note: Make sure your printer is connected to a network or to a print server.
1
From a Web browser, type http://printer_IP_address/se, and then press Enter.
Notes:
•
printer_IP_address is the TCP/IP address of the printer
•
se is required to access the printer diagnostic information
2
Click History Information, copy all information, and then save it as a text file.
3
E-mail the text file to your next level of support.
B. Collecting the firmware logs (Fwdebug and logs.tar.gz) from the SE menu
Notes:
•
Make sure your printer is connected to a network or to a print server.
•
Some printers are designed to restart automatically after a 9yy error. On these printers, you can retrieve the
secondary crash code information using the SE menu.
Yes
Go to step 8.
Contact the next level
of support.
Diagnostic information
183
7421
No
The problem is solved.
The problem is solved.
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