Oki CX4545 MFP Troubleshooting Manual
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Oki CX4545 MFP Troubleshooting Manual

Multifunctional digital color systems
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MULTIFUNCTIONAL DIGITAL COLOR SYSTEMS

Troubleshooting Guide

ES9460 MFP/ES9470 MFP
CX3535 MFP/CX4545 MFP

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  • Page 1: Troubleshooting Guide

    MULTIFUNCTIONAL DIGITAL COLOR SYSTEMS Troubleshooting Guide ES9460 MFP/ES9470 MFP CX3535 MFP/CX4545 MFP...
  • Page 2 ©2012 Oki Data Corporation All rights reserved Under the copyright laws, this manual cannot be reproduced in any form without prior written permission of Oki Data.

  • Page 3: Preface

    Preface Thank you for purchasing OKI Multifunctional Digital Color System. This guide describes how to troubleshoot the 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 OKI MFP’s functions.

  • Page 5: Table Of Contents

    CONTENTS Preface............................1 Chapter 1 TROUBLESHOOTING FOR THE HARDWARE When This Screen Is Displayed ....................8 Messages Displayed on the Touch Panel ................10 Clearing a Paper Jam ......................14 Locating a paper jam ......................14 Clearing a paper jam ......................15 Paper jam in the Reversing Automatic Document Feeder (optional) (lower) ......
  • Page 6 Printing a document including many graphics takes time............ 73 Printer Driver Problems ......................74 Cannot print (port setting problems) ..................74 Cannot print (SNMP Community Name problems).............. 74 Command line options not processed ................. 74 Retrieval of printer configuration failed ................75 Cannot change settings on the [Device Settings] tab............
  • Page 7 Cannot log in using client software..................96 Chapter 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Hardware Status Icons on TopAccess [Device] Tab............98 Error Messages ........................100 Error Codes........................... 102 Error codes on print jobs ....................102 Error codes on transmission and reception ............... 103 Error codes on scan jobs....................
  • Page 8 CONTENTS...
  • Page 9 TROUBLESHOOTING FOR THE HARDWARE This chapter describes how to troubleshoot problems with paper, toner and other finishing processes. This chapter also describes how to supply paper, toner and staples. When This Screen Is Displayed ....................8 Messages Displayed on the Touch Panel ................10 Clearing a Paper Jam......................

  • Page 10: When This Screen Is Displayed

    1 TROUBLESHOOTING FOR THE HARDWARE When This Screen Is Displayed Various screens are displayed on the touch panel depending on the state of the equipment. This section describes how to solve problems with some of the screen examples. Screen Description / Remedy A message appears on the upper part of the screen to notify users of a problem, etc.
  • Page 11 1 TROUBLESHOOTING FOR THE HARDWARE Screen Description / Remedy Toner has run out. Confirm the color of the corresponding toner cartridge on the touch panel, and then replace it.  P.49 “Replacing a Toner Cartridge” The waste toner box is full. Replace it following the guidance on the touch panel.

  • Page 12: Messages Displayed On The Touch Panel

     P.49 “Replacing a Toner Cartridge” A toner cartridge not recommended Use a OKI-recommended toner cartridge. by OKI is being used.  P.49 “Replacing a Toner Cartridge” Check paper size setting on control...
  • Page 13  P.49 “Replacing a Toner Cartridge” A toner cartridge not recommended Use a OKI-recommended toner cartridge. by OKI is being used.  P.49 “Replacing a Toner Cartridge” READY (HOLE PUNCH DUST BIN IS The hole punch dust bin is full of Remove the paper punchings.
  • Page 14 1 TROUBLESHOOTING FOR THE HARDWARE Message Problem Description Corrective Action ERASING DATA The Data Overwrite Enabler (optional) This message is displayed if the Data Overwrite is clearing the data. Enabler (optional) is installed. You can operate the equipment while the message is displayed. Check paper size setting on control A paper jam has occurred because of Register the paper size correctly.

  • Page 15: Error Codes

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Message Problem Description Corrective Action The number of originals exceeds the The number of originals to be Reduce the number of originals to be scanned, and limits. scanned has exceeded the limit of try again.

  • Page 16: Clearing A Paper Jam

    1 TROUBLESHOOTING FOR THE HARDWARE Clearing a Paper Jam  Locating a paper jam The equipment stops printing when the original or paper is jammed. Paper jams are notified on the touch panel as follows: Error code Error message Guidance for clearing paper jams Paper jam symbols The paper jam symbol helps you locate the paper jam.

  • Page 17: Clearing A Paper Jam

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE  Clearing a paper jam Clear the paper jam. Clear the paper jam following the guidance shown on the touch panel. Press to scroll the pages. After clearing the jam, close all the opened covers. The equipment starts to warm up.

  • Page 18: Paper Jam In The Reversing Automatic Document Feeder (Optional) (Lower)

    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.  An unsuitable original is placed on the Reversing Automatic Document Feeder. ...

  • Page 19: Paper Jam In The Reversing Automatic Document Feeder (Optional) (Upper)

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE  Paper jam in the Reversing Automatic Document Feeder (optional) (upper) Raise the lever and open the upper cover. Remove the jammed original(s). Turn the inner green dial and remove the jammed original.

  • Page 20: Paper Jam In The Drawer Feeding Portion

    1 TROUBLESHOOTING FOR THE HARDWARE Close the transport guide. Raise the original feeder tray and remove the original under the tray. Lower the original feeder tray. Close the upper cover.  Paper jam in the drawer feeding portion Open the feeder cover on the right side. Remove the jammed paper from the drawer and close the feeder cover.

  • Page 21: Paper Jam In The Large Capacity Feeder (Optional)

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE  Paper jam in the Large Capacity Feeder (optional) Open the feeder cover of the Large Capacity Feeder on the right. Remove the jammed paper and close the feeder cover.  Paper jam in the Paper Feed Pedestal (optional) Open the feeder cover of the Paper Feed Pedestal on the right.

  • Page 22: Paper Jam In The Drawers

    1 TROUBLESHOOTING FOR THE HARDWARE  Paper jam in the drawers Open the paper source drawer, remove the paper and close it again. Check that the guide width is correct, there is no folded/curled paper or overloading, and then close the drawer.

  • Page 23: Paper Jam In The Bypass Tray

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE  Paper jam in the bypass tray Pull out the paper jammed on the bypass tray and place it again. If a sheet of paper is stained, folded or torn, replace it with a new one. ...

  • Page 24: Paper Jam In The Jam Releasing Cover

    1 TROUBLESHOOTING FOR THE HARDWARE  Paper jam in the jam releasing cover Open the automatic duplexing unit on the right. Open the jam releasing cover. Put your fingers into A, push it up to release the lock, and open the jam releasing cover.
  • Page 25 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Open the automatic duplexing unit on the right. Open the jam releasing cover. Put your fingers into A, push it up to release the lock and open the jam releasing cover. Pull the green lever down and open the transport guide.

  • Page 26: Paper Jam In The Bridge Unit (Optional)

    1 TROUBLESHOOTING FOR THE HARDWARE Turn the green dial upward to move the paper down, then remove it. Close the transport guide holding the green lever. Close the jam releasing cover and the automatic duplexing unit. Be sure to securely close both sides of the jam releasing cover and of the automatic duplexing unit. ...

  • Page 27: Paper Jam In The Finisher Mj-1101 And The Hole Punch Unit Mj-6103 (Both Optional)

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE If the jammed paper cannot be removed because the right side is caught by the fuser unit, follow the steps on  P.22 “Paper jam in the fuser unit”. Close the cover of the Bridge Unit. ...
  • Page 28 1 TROUBLESHOOTING FOR THE HARDWARE Remove the jammed paper. Proceed to step 8. When the Hole Punch Unit MJ-6103 is installed Open the cover of the Hole Punch Unit. Turn the green knob to get the jammed paper out. Close the cover of the Hole Punch Unit. Clearing a Paper Jam...
  • Page 29 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Close the cover of the Bridge Unit. 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 tray of the finisher.
  • Page 30 1 TROUBLESHOOTING FOR THE HARDWARE Open the cover holding the handle of the Bridge Unit. When the Hole Punch Unit MJ-6103 is installed, proceed to step 6. Remove the jammed paper. Proceed to step 9. When the Hole Punch Unit MJ-6103 is installed Open the cover of the Hole Punch Unit.

  • Page 31: Paper Jam In The Saddle Stitch Finisher Mj-1106 And The Hole Punch Unit Mj-6103 (Both Optional)

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Close the cover of the Bridge Unit. 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 tray of the finisher.
  • Page 32 1 TROUBLESHOOTING FOR THE HARDWARE Open the front cover of the finisher. Remove the jammed paper from the right or left. Open the cover holding the handle of the Bridge Unit. Remove the jammed paper inside the Bridge Unit. Clearing a Paper Jam...
  • Page 33 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE If the paper size is small, turn the knob shown in the following figures to send the paper, and then remove the jammed paper. When the Hole Punch Unit is installed, open the front cover of the finisher and turn the 2 knobs at the same time.
  • Page 34 1 TROUBLESHOOTING FOR THE HARDWARE Close the cover of the Hole Punch Unit when it is installed. Close the front cover of the finisher. Clearing a Paper Jam...

  • Page 35: Paper Jam In The Hanging Finisher Mj-1031 (Optional)

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE  Paper jam in the Hanging Finisher MJ-1031 (optional) Be careful not to let your fingers be caught between the equipment and the finisher (optional). This could injure you. Separate the finisher from the equipment. Press the lever to unlock the finisher and slowly separate it from the equipment, placing both of your hands on the front and back of the finisher.

  • Page 36: Paper Jam In The Saddle Stitch Unit (Optional)

    1 TROUBLESHOOTING FOR THE HARDWARE Connect the finisher to the equipment. Move the finisher slowly toward the equipment, placing both of your hands on the front and the back of the finisher.  Paper jam in the Saddle Stitch unit (optional) The Saddle Stitch unit is inside the Saddle Stitch Finisher MJ-1106.
  • Page 37 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Open the cover of the Hole Punch Unit when it is installed. Turn the knob shown in the following figures to send the paper, and then remove the jammed paper. When the Hole Punch Unit is installed, open the front cover of the finisher and turn the 2 knobs at the same time.
  • Page 38 1 TROUBLESHOOTING FOR THE HARDWARE Pull out the Saddle Stitch unit until it stops. Open the transport guide on the right side. Remove the jammed paper. Remove the paper from the inside of the Saddle Stitch unit. Close the transport guide. Clearing a Paper Jam...
  • Page 39 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Holding both green knobs with your fingers, open the transport guide on the left. Lower the two green levers. Remove the paper. Raise the two green levers. Holding both green knobs with your fingers, close the transport guide on the left.

  • Page 40: Clearing Paper Jams Caused By A Wrong Paper Size Setting

    1 TROUBLESHOOTING FOR THE HARDWARE Return the Saddle Stitch unit to its original position. Close the cover of the Hole Punch Unit when it is installed. Close the front cover of the finisher.  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 one registered for the corresponding drawer or the bypass tray in the equipment.
  • Page 41 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE  Jam when making copies or prints (using a drawer) Clear the paper jam following the guidance shown on the touch panel. Open the paper source drawer, check that the guide width is correct and there is no folded/curled paper or overloading, and then close the drawer.
  • Page 42 1 TROUBLESHOOTING FOR THE HARDWARE Press the [USER] tab to enter the [USER] menu, and [DRAWER]. Press the drawer button indicated in the message. Press the paper size button corresponding to the paper placed in the drawer, and [OK]. Press the [USER FUNCTIONS] button to return to the basic menu and try copying or printing again.
  • Page 43 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Press [YES] when “Cancel print job?” appears. The print job is canceled. If you do not want to cancel the print job To restart the job without canceling it, replace the paper on the bypass tray with that corresponding to the size set in the equipment after the paper jam is cleared.
  • Page 44 1 TROUBLESHOOTING FOR THE HARDWARE Check that the guide width is correct and there is no folded/curled paper or overloading, and then close the drawer. Be sure that the height of the stacked paper does not exceed the line indicated inside of the side guides. Clear the paper jam following the guidance shown on the touch panel.

  • Page 45: Clearing A Staple Jam

    1 TROUBLESHOOTING FOR THE HARDWARE 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.43 “Staple jam in the Finisher”  P.47 “Staple jam in the Saddle Stitch unit (MJ-1106)” ...
  • Page 46 1 TROUBLESHOOTING FOR THE HARDWARE Holding the knob, raise the guide, and return it to its original position. Remove the staples fallen between the staple cartridge and the staple case or the ones in the staple receiver. 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.
  • Page 47 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE  Hanging Finisher MJ-1031 (optional) Be careful not to let your fingers be caught between the equipment and the finisher (optional). This could injure you. Separate the finisher from the equipment. Press the lever to unlock the finisher and slowly separate it from the equipment, placing both of your hands on the front and back of the finisher.
  • Page 48 1 TROUBLESHOOTING FOR THE HARDWARE Remove the jammed staples. Holding the knob, raise the guide, and return it to its original position. Fit the staple cartridge on the stapler. Insert the cartridge until it is caught by the latch and fixed with a click. Close the staple cartridge unit cover.

  • Page 49: Staple Jam In The Saddle Stitch Unit (Mj-1106)

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE  Staple jam in the Saddle Stitch unit (MJ-1106) Open the front cover of the finisher, and pull out the Saddle Stitch unit until it stops. Remove the staple cartridge. Raise the guide while holding the knob. Do not touch the stapling area.
  • Page 50 1 TROUBLESHOOTING FOR THE HARDWARE Fit the staple cartridge. Insert the cartridge until it is caught by the latch and secured with a click. Return the Saddle Stitch unit to its original position. Close the front cover of the finisher. Clearing a Staple Jam...

  • Page 51: Replacing A Toner Cartridge

    To assure an optimal performance, we recommend that you use OKI toner cartridges. Recommended toner cartridges To assure optimal printing performance, we recommend that you use only genuine OKI toner cartridges. If you use an OKI-recommended toner cartridge, you can utilize the following three functions of this equipment: Cartridge detecting function: This function checks if the toner cartridge is correctly installed and notifies you if it is not.
  • Page 52 1 TROUBLESHOOTING FOR THE HARDWARE Pull out the color toner cartridge to be replaced. 1) Put your fingers in the upper groove and slowly pull out the toner cartridge. 2) When the cartridge has been pulled out more than halfway, support it with your hand while pulling it straight out.

  • Page 53: Replacing A "Near Empty" Toner Cartridge

    1 TROUBLESHOOTING FOR THE HARDWARE 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 is still left in the toner cartridge while the message “Toner near Empty” is displayed. You do not have to replace the toner cartridge yet, but if you choose to do so, follow the procedure below.
  • Page 54 1 TROUBLESHOOTING FOR THE HARDWARE Press [REPLACE TONER CARTRIDGE]. To replace a toner cartridge, press [YES]. To cancel, press [NO]. If you press [YES], go to the next step. If you press [NO], the previous screen appears. Press the button for the color you intend to replace. Replacing a Toner Cartridge...
  • Page 55 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE To replace the toner cartridge, press [YES]. To cancel, press [NO]. If you press [YES], go to the next step. If you press [NO], the previous screen appears. Replace the toner cartridge. See ...

  • Page 56: Replacing The Waste Toner Box

    1 TROUBLESHOOTING FOR THE HARDWARE 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.
  • Page 57 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Put the used waste toner box in the plastic bag and seal it with adhesive tape. Push a new waste toner box into the slot until it stops. Close the waste toner box cover. Replacing the Waste Toner Box...

  • Page 58: Refilling With Staples

    1 TROUBLESHOOTING FOR THE HARDWARE 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.56 “Refilling Finisher staples”  P.59 “Refilling Saddle Stitch unit staples (MJ-1106)” ...
  • Page 59 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Fit the staple cartridge into the stapler. When fitting the staple cartridge, hold the green-labeled portion of the bracket securely so that it will not move. Insert the cartridge until it is caught by the latch and fixed with a click. Close the front cover of the finisher.
  • Page 60 1 TROUBLESHOOTING FOR THE HARDWARE Remove the staple cartridge. Press the buttons on both sides of the cartridge. The transparent cover of the cartridge is lifted. After the transparent cover is lifted, remove the empty staple case. Fit the new staple case into the staple cartridge. Push the staple case into the cartridge until it clicks.

  • Page 61: Refilling Saddle Stitch Unit Staples (Mj-1106)

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Fit the staple cartridge into the stapler. Insert the staple cartridge until it is caught by the latch of the staple cartridge and is fixed with a click. Close the staple cartridge unit cover. Connect the finisher to the equipment.
  • Page 62 1 TROUBLESHOOTING FOR THE HARDWARE Remove the staple cartridges. Replace both cartridges at a time. Press the buttons on both sides of the cartridge. The transparent cover of the cartridge is lifted. After the transparent cover is lifted, take the empty staple case out of the cartridge.
  • Page 63 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Pull out straight the seal bundling the staples. Fit the staple cartridge. Insert the cartridge until it is caught by the latch of the staple cartridge and is fixed with a click. Return the Saddle Stitch unit to its original position.

  • Page 64: Cleaning The Slit Glass And Main Chargers

    1 TROUBLESHOOTING FOR THE HARDWARE Cleaning the Slit Glass and Main Chargers Follow the procedure below to clean the slit glass and the main chargers.  Cleaning the slit glass Open the front cover of the equipment. The slit glass cleaner is placed inside the front cover. Press and release the latch of the holder to take out the slit glass cleaner.
  • Page 65 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Carefully insert the cleaner straight all the way in, and then pull it back out. Repeat this a couple of times for each color.  For yellow: insert the cleaner until the arrow mark on the cleaner is hidden.

  • Page 66: Cleaning The Main Chargers

    1 TROUBLESHOOTING FOR THE HARDWARE  Cleaning the main chargers Carefully pull out the cleaner for yellow until the red mark appears. Repeat inserting and pulling out two times. Carefully insert the cleaner for yellow until it stops, and do the same for the other colors in turn two times.

  • Page 67: Cleaning The Hole Punch Dust Bin

    1 TROUBLESHOOTING FOR THE HARDWARE Cleaning the Hole Punch Dust Bin When the hole punch dust bin becomes full, dispose of the paper punchings following the procedure below. Open the cover of the Hole Punch Unit. Pull out the hole punch dust bin. Dispose of the paper punchings.

  • Page 69: Troubleshooting For Copying

    TROUBLESHOOTING FOR COPYING This chapter describes how to troubleshoot the problems on copying and copy output. Copying Problems........................68...

  • Page 70: Copying Problems

    2 TROUBLESHOOTING FOR COPYING 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 Some functions cannot be combined. for the combination has already been For details, refer to Chapter 8 of the Copying Guide.
  • Page 71 2 TROUBLESHOOTING FOR COPYING 2.TROUBLESHOOTING FOR COPYING Problem Description Cause Corrective Action Copied image has unevenness in The main charger is stained. Clean the main charger. the horizontal direction.  P.62 “Cleaning the Slit Glass and Main Chargers” Copied image has black streaks The scanning area or guides are Clean them.
  • Page 73 TROUBLESHOOTING FOR PRINTING This chapter describes how to troubleshoot the problems on printing. Print Job Problems ........................ 72 Clearing print job errors ............................72 Cannot remember the document password for a Private Print job...............73 Printing a document including many graphics takes time..................73 Printer Driver Problems ......................

  • Page 74: Print Job Problems

    3 TROUBLESHOOTING FOR PRINTING 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.

  • Page 75: Cannot Remember The Document Password For A Private Print Job

    3 TROUBLESHOOTING FOR PRINTING 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.

  • Page 76: Printer Driver Problems

    3 TROUBLESHOOTING FOR PRINTING 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.

  • Page 77: Retrieval Of Printer Configuration Failed

    3 TROUBLESHOOTING FOR PRINTING 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. Check...

  • Page 78: Network Connection Problems

    3 TROUBLESHOOTING FOR PRINTING 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.90 “Printing Problems (Network Related)”  Cannot print with the equipment (network connection problems) Problem Description I cannot perform printing with the equipment.

  • Page 79: Client Problems

    3 TROUBLESHOOTING FOR PRINTING 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 makes it perform printing. ...

  • Page 80: Hardware Problems

    3 TROUBLESHOOTING FOR PRINTING 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 in the printer drivers or the network connection cannot be specified, a hardware problem is a possible cause of the trouble.

  • Page 81: Troubleshooting For Scanning

    TROUBLESHOOTING FOR SCANNING This chapter describes how to troubleshoot the problems of scanning. Scanning Problems........................ 80 Cannot E-mail my scans ............................80 Cannot find the data saved in the shared folder....................80...

  • Page 82: Scanning Problems

    4 TROUBLESHOOTING FOR SCANNING 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.
  • Page 83 TROUBLESHOOTING FOR e-Filing This chapter describes how to troubleshoot the problems on e-Filing. e-Filing Web Utility Problems....................82 e-Filing Web Utility terminates the session......................82 Numerous sub windows repeatedly appear ......................82 Displaying the items in the Contents Frame takes a long time................82 Error messages ..............................83...

  • Page 84: E-Filing Web Utility Problems

    5 TROUBLESHOOTING FOR e-Filing 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.”...

  • Page 85: Error Messages

    5 TROUBLESHOOTING FOR e-Filing 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 the power of the equipment OFF and then ON and then try again.
  • Page 86 5 TROUBLESHOOTING FOR e-Filing Message Corrective Action 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. File format doesn’t correspond. Please contact Administrator. Contact your administrator to convert the archive file and try again.
  • Page 87 TROUBLESHOOTING FOR NETWORK CONNECTIONS This chapter describes how to troubleshoot the problems on network connections. Locating the Equipment in the Network................86 Cannot locate the equipment in the network ......................86 Cannot locate the equipment with Local Discovery....................87 Equipment does not respond to ping command....................88 LDAP Search and Authentication Problems................

  • Page 88: Locating The Equipment In The Network

    6 TROUBLESHOOTING FOR NETWORK CONNECTIONS 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 problems in locating the equipment in the network. Try the checklist below to detect the cause of the problem.

  • Page 89: Cannot Locate The Equipment With Local Discovery

    6 TROUBLESHOOTING FOR NETWORK CONNECTIONS 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, Remote Scan driver, Fax driver or printer driver cannot automatically discover the equipment over the network, the most likely cause is limitations of the protocols supported by the computer.

  • Page 90: Equipment Does Not Respond To Ping Command

    6 TROUBLESHOOTING FOR NETWORK CONNECTIONS  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... Corrective Action Confirm that the TCP/IP protocol suite is installed Refer to the networking section of your operating Next Step ...

  • Page 91: Ldap Search And Authentication Problems

    6 TROUBLESHOOTING FOR NETWORK CONNECTIONS 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.

  • Page 92: Printing Problems (Network Related)

    6 TROUBLESHOOTING FOR NETWORK CONNECTIONS 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.

  • Page 93: Ipp Print In A Windows Operating System Environment

    6 TROUBLESHOOTING FOR NETWORK CONNECTIONS 6.TROUBLESHOOTING FOR NETWORK CONNECTIONS  IPP print in a Windows operating system environment No. Check... Corrective Action Are the IP address properties correctly set? Next Step Set up the IP address correctly.   Is the HTTP server on the equipment enabled? Enable the HTTP server in the HTTP Network Next Step ...

  • Page 94: Macintosh Environment

    6 TROUBLESHOOTING FOR NETWORK CONNECTIONS  Macintosh environment No. Check... Corrective Action Is AppleTalk enabled on the equipment? Next Step Enable AppleTalk.   Are the IP address properties correctly set? Next Step Set up the IP address correctly.  ...

  • Page 95: Fax Driver Problems

    6 TROUBLESHOOTING FOR NETWORK CONNECTIONS Fax Driver Problems This section describes the troubleshooting for the Fax driver.  Fax Driver Installation Error Messages For information on the installation of the Fax driver, refer to the Software Installation Guide.  Client software CD now required Problem description When adding a new printer driver, the end user did not choose the Have Disk option;...

  • Page 96: Fax Driver General Errors

    6 TROUBLESHOOTING FOR NETWORK CONNECTIONS  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.
  • Page 97 6 TROUBLESHOOTING FOR NETWORK CONNECTIONS 6.TROUBLESHOOTING FOR NETWORK CONNECTIONS  Fax transmission cannot be performed with a cover sheet Problem description In a 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.

  • Page 98: Client Software Authentication Problems

    6 TROUBLESHOOTING FOR NETWORK CONNECTIONS Client Software Authentication Problems  Cannot log in using client software Problem Description I cannot log into the equipment using client software. Corrective Action If you cannot log into the equipment using client software, contact the administrator of the equipment. Since the user name and password registered in the client software are used for authentication in the case of automatic login, the log-in screen may not be displayed.
  • Page 99 CHECKING THE EQUIPMENT STATUS WITH TopAccess This chapter describes how to check the status of the equipment with TopAccess. Hardware Status Icons on TopAccess [Device] Tab ............98 Error Messages ........................100 Error Codes........................... 102 Error codes on print jobs ............................102 Error codes on transmission and reception ......................103 Error codes on scan jobs............................105...

  • Page 100: Hardware Status Icons On Topaccess [Device] Tab

    7 CHECKING THE EQUIPMENT STATUS WITH TopAccess 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 displayed and their descriptions.
  • Page 101 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess 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. ...

  • Page 102: Error Messages

    7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Messages When a message appears on the [Device] Tab of TopAccess, see the table below for the corrective action. TopAccess Message Corrective Action Cover Open - Please Close Cover. Close the front cover. Paper Feeding Cover Open - Please Close Cover.
  • Page 103 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess TopAccess Message Corrective Action Toner Not Recognized - Please Check Toner. Check and adjust the toner bottle. Black Toner Empty - Please Install New Toner Cartridge. Replace the black toner. See  P.49 “Replacing a Toner Cartridge”. Cyan Toner Empty - Please Install New Toner Cartridge.

  • Page 104: Error Codes

    7 CHECKING THE EQUIPMENT STATUS WITH TopAccess 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.

  • Page 105: Error Codes On Transmission And Reception

    7 CHECKING THE EQUIPMENT STATUS WITH TopAccess 7.CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action Font download failure Since there is no space in HDD, the font cannot be registered. Delete at 4612 least one font. Font download failure Since an error has occurred, the font cannot be registered.
  • Page 106 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action Terminal mail address error Ask your administrator to check the SMTP Authentication method or if there is an unpermitted character in the Terminal mail address. Set the 1C6B correct SMTP Authentication method or delete the unpermitted character in the Terminal mail address.

  • Page 107: Error Codes On Scan Jobs

    7 CHECKING THE EQUIPMENT STATUS WITH TopAccess 7.CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action POP3 server communication error Ask your administrator whether the POP3 server address is correctly set, 3E10 and whether the POP3 server works properly. If SSL is enabled, make sure that SSL port number is correctly set.
  • Page 108 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action Terminal mail address unset Ask your administrator to set the Email address of the 2C64 equipment. Failure to connect to SMTP server Make sure that the SMTP server is correctly working or 2C65, 2C66, 2C69 the SMTP server address has been set correctly.
  • Page 109 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess 7.CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action Failure to convert image file format This error occurs when conversion to a highly compressed PDF format fails. Do the scanning again. If the error still persists, Use the normal PDF format.
  • Page 110 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action Failure to create directory Make sure that the access privilege to the storage directory is writable and also that the disk in the directory has enough space, and then try again. If more than one job is performed simultaneously, the error may 2E30 occur because the disk temporarily runs out of space.
  • Page 111 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess 7.CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action Store to e-Filing Job status failed Turn the power OFF and then back ON. Try the 2B11 problem job again. If the error still persists, contact your service representative.
  • Page 112 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action Bad sequence of commands Check whether the mail server is operating properly. Turn the power OFF and then back ON. Try the 2503 problem job again. If the error still persists, contact your service representative.
  • Page 113 WHEN SOMETHING IS WRONG WITH THE EQUIPMENT Try the troubleshooting tips in this chapter when you think there is something wrong with the equipment. This chapter also describes the daily care for the equipment. When You Think Something Is Wrong With the Equipment..........112 General operations .............................

  • Page 114: Chapter 8 When Something Is Wrong With The Equipment

    8 WHEN SOMETHING IS WRONG WITH THE EQUIPMENT When You Think Something Is Wrong With the Equipment If you think there is something wrong with the equipment, check the following items.  To see the functions of the equipment such as copy or print, refer to their operator’s manuals (Copying Guide and Printing Guide respectively).

  • Page 115: Originals And Paper

    8 WHEN SOMETHING IS WRONG WITH THE EQUIPMENT 8.WHEN SOMETHING IS WRONG WITH THE EQUIPMENT  Originals and paper Problem Description Cause Corrective Action The original is jammed. The original is unsuited for the Check whether the original is suitable for the equipment. equipment.

  • Page 116: Regular Maintenance

    8 WHEN SOMETHING IS WRONG WITH THE EQUIPMENT Regular Maintenance We recommend that you clean the following portions weekly so that the originals can always be scanned in unsoiled conditions.  Be careful not to scratch the portions when cleaning them. ...

  • Page 117: Index

    INDEX ............87 Local Discovery ........86 Locating the equipment ............76 AppleTalk print ............76 LPR print Cleaning ................ 51 Near ..........65 hole punch dust bin ...... 51 “Near Empty” toner cartridge - replacing ............64 main chargers ............... 91 Novell print .............62 slit glasses .............14...
  • Page 118 ...........112 Super Sleep mode Toner cartridge ........51 “Toner Near Empty” message ..............49 replacing ......51 Toner cartridge - “Near Empty” message ............112 User information ........54 Waste toner box - replacing INDEX...
  • Page 119 ES9460 MFP/ES9470 MFP CX3535 MFP/CX4545 MFP...
  • Page 120 Oki Data Corporation 4-11-22 Shibaura, Minato-ku,Tokyo 108-8551, Japan www.okiprintingsolutions.com 45105402EE...

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