Toshiba E-Studio 557 Manual
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Toshiba E-Studio 557 Manual

Multifunctional digital systems
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MULTIFUNCTIONAL DIGITAL SYSTEMS

Troubleshooting Guide

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Summary of Contents for Toshiba E-Studio 557

  • Page 1: Troubleshooting Guide

    MULTIFUNCTIONAL DIGITAL SYSTEMS Troubleshooting Guide...
  • Page 2 ©2014 TOSHIBA TEC CORPORATION All rights reserved Under the copyright laws, this manual cannot be reproduced in any form without prior written permission of TTEC.

  • Page 3: Preface

    Preface Thank you for purchasing TOSHIBA Multifunctional Digital Systems. This manual describes how to troubleshoot the problems that could occur while you are using the equipment. Keep this manual within easy reach, and use it to configure an environment that makes the best use of the e-STUDIO’s functions.
  • Page 4  IBM, AT and AIX are trademarks of International Business Machines Corporation.  NOVELL, NetWare, and NDS are trademarks of Novell, Inc.  TopAccess is a trademark of Toshiba Tec Corporation.  Other company names and product names in this manual are the trademarks of their respective companies.

  • 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 Misfeed....................... 14 Locating a paper misfeed ....................14 Clearing a paper misfeed ....................15 Paper misfeed in the Reversing Automatic Document Feeder (Lower) ......
  • Page 6 Client Problems ........................64 Checking the client status....................64 Hardware Problems........................ 65 Print jobs not output ......................65 Chapter 4 TROUBLESHOOTING FOR SCANNING Scanning Problems ........................ 68 Cannot E-mail my scans...................... 68 Cannot find the data saved in the shared folder..............68 Cannot perform scanning from a PC with Office 2013 ............
  • Page 7 Error codes on scan jobs..................... 98 Chapter 8 WHEN SOMETHING IS WRONG WITH THE EQUIPMENT When You Think Something Is Wrong With the Equipment..........108 General operations ......................108 Originals and paper ......................109 Regular Maintenance ......................110 INDEX ................................... 111 CONTENTS...
  • 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 the paper, toner and staples. When This Screen Is Displayed ....................8 Messages Displayed on the Touch Panel ................10 Clearing a Paper Misfeed.......................

  • 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. Replace the new toner cartridge.  P.41 “Replacing a Toner Cartridge” The equipment requires adjusting by a service technician. Contact your service representative with the error code displayed on the right side of the touch panel.

  • Page 12: Messages Displayed On The Touch Panel

    1 TROUBLESHOOTING FOR THE HARDWARE Messages Displayed on the Touch Panel A message appears on the upper part of the screen to notify users of a problem, etc. The major examples of problems and how to solve them are described in the table below. Message Problem Description Corrective Action...
  • Page 13 1 TROUBLESHOOTING FOR THE HARDWARE Message Problem Description Corrective Action Cannot copy The number of originals to be Ask your administrator for details of setting Check DEPARTMENT scanned has exceeded the the limit for the number of copies. COUNTER limit specified with the department code during scanning.
  • Page 14 1 TROUBLESHOOTING FOR THE HARDWARE Message Problem Description Corrective Action ERASING DATA The Data Overwrite Enabler is This message is displayed if the Data clearing the data. Overwrite Enabler (optional) is installed. You can operate the equipment while the message is displayed. Check paper size setting on Paper misfeed has occurred Register the paper size correctly.
  • Page 15 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Message Problem Description Corrective Action Not enough Work Space to Internal memory available ran To print out the data for the originals stored store originals out while scanning. (scanned) until the message appeared, Will you print out stored press [YES] on the touch panel.

  • Page 16: Clearing A Paper Misfeed

    1 TROUBLESHOOTING FOR THE HARDWARE Clearing a Paper Misfeed  Locating a paper misfeed The equipment stops copying when the original or copy paper is misfed. Paper misfeeds are notified on the touch panel as follows: Error code Error message Guidance for clearing paper misfeeds Paper misfeed symbols...

  • Page 17: Clearing A Paper Misfeed

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE  Clearing a paper misfeed Remove paper misfed inside the equipment after you have cleared all other misfeeds. If you fail to clear all other misfeeds first, the misfed paper may be torn and left inside the equipment. Clear the paper misfeed Clear the paper misfeed following the guidance shown on the touch panel.

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

    1 TROUBLESHOOTING FOR THE HARDWARE Do not touch the transfer belt. Do not touch the transfer belt when removing the paper misfed inside the equipment. Doing so may cause damage on the equipment or result in a poor output.  If paper misfeeds occur frequently The following are the common causes of paper misfeeds.

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

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Push the green portion and close the reverse cover. Close the Reversing Automatic Document Feeder.  Paper misfeed in the Reversing Automatic Document Feeder (Upper) Raise the lever and open the upper cover. Remove the original.

  • Page 20: Paper Misfeed In The Drawers

    1 TROUBLESHOOTING FOR THE HARDWARE Open the transport guide by raising the green lever and remove the original. Close the transport guide. Raise the original feeder tray, and remove the original under the guide plate. Lower the original feeder tray. Close the upper cover.

  • Page 21: Paper Misfeed In The Drawer Of The Tandem Large Capacity Feeder

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Check that the guide width is correct, 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. ...

  • Page 22: Paper Misfeed In The External Large Capacity Feeder (Optional)

    1 TROUBLESHOOTING FOR THE HARDWARE  Paper misfeed 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. Operate the lever on the External Large Capacity Feeder (optional) and separate it from the equipment.

  • Page 23: Paper Misfeed In The Finisher, Hole Punch Unit And Inserter (All Optional)

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Check that there is no folded/curled paper or overloading, and then close the drawer of the Large Capacity Feeder. Be sure that the height of the stacked paper does not exceed the line indicated in the guide plate on the rear side. Connect the External Large Capacity Feeder to the equipment.
  • Page 24 1 TROUBLESHOOTING FOR THE HARDWARE Close the Hole Punch Unit cover. Remove the misfed paper from the entrance of the finisher. When the Inserter is installed, pull out the lever to open its inserter cover. Remove the misfed paper and close the inserter cover.
  • Page 25 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Raise the paper feeding tray of the Inserter, and then remove the misfed paper. Open the upper cover of the finisher. Raise the lever "1" and remove the misfed paper. Raise the lever "2" and remove the misfed paper. Hold the green lever in the rear side of the finisher to open the guide.
  • Page 26 1 TROUBLESHOOTING FOR THE HARDWARE Remove the misfed paper. Remove paper from the paper exit side of the finisher. Close the upper cover of the finisher. Return the paper feed tray of the Inserter to its original position. When the Saddle Stitch Finisher and the Inserter are installed together, open the front cover of the Inserter.
  • Page 27 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE When the Saddle Stitch Finisher and the Inserter are installed together, close the lower cover of the Inserter. When the Saddle Stitch Finisher is installed, open its lower front cover. Turn the right-hand green dial counterclockwise until it stops.

  • Page 28: Paper Misfeed Inside Of The Equipment

    1 TROUBLESHOOTING FOR THE HARDWARE Remove the misfed paper. Close the paper exit cover of the saddle stitch unit and the lower cover of the Saddle Stitch Finisher. Connect the finisher to the equipment. Connect the finisher with the equipment while pressing the lock lever.
  • Page 29 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Remove the misfed paper from the drawer. Close the feeder cover. Open the bypass cover on the upper right of the equipment. Remove the misfed paper. Close the bypass cover. When the External Large Capacity Feeder (optional) is installed, connect it with the equipment.
  • Page 30 1 TROUBLESHOOTING FOR THE HARDWARE Open the exit cover. Remove paper that sticks out from the paper exit cover side and middle of the reverse unit. When removing the paper from the paper exit cover side, be sure to pull it in the direction of the arrow. Otherwise, it may cause malfunction.
  • Page 31 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Turn the lever of the transfer/transport unit clockwise by 90 degrees to unlock it. Then pull out the transfer/ transport unit until it stops. Hold the green lever and raise the fuser unit cover to open it.

  • Page 32: Clearing Paper Misfeeds Caused By A Wrong Paper Size Setting

    1 TROUBLESHOOTING FOR THE HARDWARE Close the front cover of the equipment.  Clearing paper misfeeds caused by a wrong paper size setting Paper misfeeds 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.
  • Page 33 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 in the drawer with that corresponding to the size set in the equipment after the paper misfeed is cleared.
  • Page 34 1 TROUBLESHOOTING FOR THE HARDWARE 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 35: Misfeed When Printing From The Fax

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE  Misfeed when making copies or prints (using the bypass tray) Clear the paper misfeed following the guidance shown on the touch panel. Then close all the covers. Press [YES] when “Cancel print job?” appears. The print job is canceled.
  • Page 36 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 misfeed following the guidance shown on the touch panel.

  • Page 37: 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.35 “Staple jam in the Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028” ...

  • Page 38: Staple Jam In The Saddle Stitch Finisher Mj-1029

    1 TROUBLESHOOTING FOR THE HARDWARE Holding the knob, raise the guide, and return it to its original position. Fit the staple cartridge into the stapler. Insert the cartridge until the lever of the stapler goes up to be fixed securely. Close the front cover of the finisher.
  • Page 39 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Lower the guide while holding the knob. Do not touch the stapling area (A in the figure). The actual needle point could cause you personal injury. Remove all jammed staples with something sharp. Holding the knob, raise the guide, and return it to its original position.

  • Page 40: Staple Jam In The Saddle Stitch Unit

    1 TROUBLESHOOTING FOR THE HARDWARE  Staple jam in the saddle stitch unit Open the lower front cover of the finisher. Slowly pull out the saddle stitch unit. Pull the stapler handle on the saddle stitch unit toward you to unlock it. Then turn the stapler clockwise by 60 degrees.
  • Page 41 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Remove the jammed staples. Push the knob to lower the shutter. Check that the shutter is securely held by the latch of the green lever. Fit the staple cartridge. Insert each cartridge until it is fixed with a click. Unlock the stapler by pulling its handle toward you.
  • Page 42 1 TROUBLESHOOTING FOR THE HARDWARE Close the lower front cover of the finisher. Test stapling starts automatically. Test stapling is necessary to prevent void stapling. Note that the test stapling starts automatically when the two requirements in step 11 are met with the lower cover of the Saddle Stitch Finisher closed.

  • Page 43: Replacing A Toner Cartridge

    When the toner cartridge runs out, the message “Open the toner cover Install new toner cartridge” appears. Replace the toner cartridge following the procedure below when you see this message. To assure an optimal printing performance, we recommend that you use TOSHIBA toner cartridges. Replacing a Toner Cartridge...
  • Page 44 1 TROUBLESHOOTING FOR THE HARDWARE Recommended toner cartridges To assure optimal printing performance, we recommend that you use only genuine TOSHIBA toner cartridges. If you use a TOSHIBA-recommended toner cartridge, you can utilize the following two 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 45 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Hold the green handle and pull the toner cartridge holder toward you. Take out the empty toner cartridge in the arrow direction. Never attempt to incinerate toner cartridges. Dispose of used toner cartridges in accordance with local regulations.
  • Page 46 1 TROUBLESHOOTING FOR THE HARDWARE Place the toner cartridge holder pushing it until it stops. Close the toner cover on the front of the equipment. Toner supplying operation automatically starts. Replacing a Toner Cartridge...

  • Page 47: 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 48 1 TROUBLESHOOTING FOR THE HARDWARE Press [REPLACE TONER CARTRIDGE]. To replace a toner cartridge, press [YES]. To cancel, press [NO]. Replace the toner cartridge. See  P.41 “Replacing a Toner Cartridge” for the correct procedure. Press [FINISH]. Replacing a Toner Cartridge...

  • Page 49: 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.47 “Refilling Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028 staples” ...

  • Page 50: Refilling Saddle Stitch Finisher Mj-1029 Staples

    1 TROUBLESHOOTING FOR THE HARDWARE Pull out the seal bundling the staples straight. Fit the staple cartridge into the stapler. Insert the cartridge until the lever of the stapler goes up to be fixed securely. Close the front cover of the finisher. If the message “Check staple cartridge”...
  • Page 51 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Press the buttons on both sides of the staple cartridge to open the cover. Pull out the empty staple case. Fit the new staple case into the staple cartridge. Push the staple case into the cartridge until it clicks. In this step, do not remove the seal bundling the staples.

  • Page 52: Refilling Saddle Stitch Unit Staples

    1 TROUBLESHOOTING FOR THE HARDWARE Close the front cover of the finisher. If the message “Check staple cartridge” remains, repeat the procedure above from steps 1 to 8.  Refilling saddle stitch unit staples When the staples of the saddle stitch unit stapler in the Saddle Stitch Finisher have run out, refill them following the procedure below.
  • Page 53 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Fit the new staple cartridge. Insert each cartridge until it is fixed with a click. Unlock the stapler of the saddle stitch unit by pulling its handle toward you, and lower the stapler to its original position.

  • Page 54: 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 Hole Punch Unit cover. Pull out the hole punch dust bin. Dispose of the paper punchings.

  • Page 55: Troubleshooting For Copying

    TROUBLESHOOTING FOR COPYING This chapter describes how to troubleshoot the problems on copying and copy output. Copying Problems........................54...

  • Page 56: 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 Some functions cannot be combined. unavailable for the For details, refer to Chapter 8 of the Copying combination has already been...
  • Page 57 2 TROUBLESHOOTING FOR COPYING 2.TROUBLESHOOTING FOR COPYING Problem Description Cause Corrective Action Copied image is partially The size or orientation of the Fit the copy paper size to the original or set missing. copy paper and that of the the reduction ratio for the copy paper. original are not consistent.
  • Page 59 TROUBLESHOOTING FOR PRINTING This chapter describes how to troubleshoot the problems on printing. Print Job Problems ........................ 58 Clearing print job errors ............................58 Cannot remember the document password for a Private Print job...............59 Printing a document including many graphics takes time..................59 Printer Driver Problems ......................

  • Page 60: 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 61: 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 62: 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 63: 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. No Check...

  • Page 64: 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.80 “Printing Problems (Network Related)”  Cannot print with the equipment (network connection problems) Problem Description I cannot perform printing with the equipment.

  • Page 65: Cannot Print Properly With Appletalk Print

    3 TROUBLESHOOTING FOR PRINTING 3.TROUBLESHOOTING FOR PRINTING  Cannot print properly with AppleTalk print Problem Description  Text will be printed as striped lines for an email message.  Some text is not printed in a document.  When a web browser is used, the web page is not printed in spite of the print job being sent to the equipment.

  • Page 66: 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 67: 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. The following are common factors involved in the hardware problems: ...

  • Page 69: Troubleshooting For Scanning

    TROUBLESHOOTING FOR SCANNING This chapter describes how to troubleshoot the problems of scanning. Scanning Problems........................ 68 Cannot E-mail my scans ............................68 Cannot find the data saved in the shared folder....................68 Cannot perform scanning from a PC with Office 2013 ..................68...

  • Page 70: 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 71 TROUBLESHOOTING FOR e-Filing This chapter describes how to troubleshoot the problems on e-Filing. e-Filing Web Utility Problems....................70 e-Filing Web Utility terminates the session......................70 Numerous sub windows repeatedly appear ......................70 Displaying the items in the Contents Frame takes a long time................70 Error messages ..............................71...

  • Page 72: 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 73: 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 74 5 TROUBLESHOOTING FOR e-Filing Message Corrective Action Paste failed. Maximum number of page range is Delete unnecessary pages and paste pages in the reached. 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.
  • Page 75 TROUBLESHOOTING FOR NETWORK CONNECTIONS This chapter describes how to troubleshoot the problems on network connections. Locating the Equipment in the Network................74 Cannot locate the equipment in the network ......................74 Cannot locate the equipment with Local Discovery....................76 Equipment does not respond to ping command....................78 LDAP Search and Authentication Problems................

  • Page 76: 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 77 6 TROUBLESHOOTING FOR NETWORK CONNECTIONS No. Check... Corrective Action Make sure that the device name for the Set up the NetBIOS name of the device equipment is unique and verify that the correctly. WINS and/or DNS server database are not causing potential naming conflicts Next with the network settings on the ...

  • Page 78: Cannot Locate The Equipment With Local Discovery

    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, N/W-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 79 6 TROUBLESHOOTING FOR NETWORK CONNECTIONS 6.TROUBLESHOOTING FOR NETWORK CONNECTIONS No. Check... Corrective Action Check the NIC Configuration page. Is Contact your service representative. Next  the Unit Serial Number part of the Step  device name? Check link activities on the port being used by the equipment and the integrity of the network cable, hub, or switch that ...

  • Page 80: 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 Next Refer to the networking section of your ...

  • Page 81: 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 82: 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 83: Raw Tcp Or Lpr Print In A Windows Operating System Environment

    6 TROUBLESHOOTING FOR NETWORK CONNECTIONS 6.TROUBLESHOOTING FOR NETWORK CONNECTIONS  Raw TCP or LPR print in a Windows operating system environment No. Check... Corrective Action Are the IP Address properties correctly Next Set up the IP address correctly.  Step set? ...

  • Page 84: Novell Print In A Netware Environment

    6 TROUBLESHOOTING FOR NETWORK CONNECTIONS  Novell print in a NetWare environment No. Check... Corrective Action Are the IPX/SPX protocols enabled? Is Next Set up the IPX/SPX correctly.  Step the correct frame type selected?  If applicable, did you successfully set up Next Set up the NetWare server properly.

  • Page 85: Macintosh Environment

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

  • Page 86: Network Fax (N/W-Fax) Driver Problems

    6 TROUBLESHOOTING FOR NETWORK CONNECTIONS 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. ...

  • Page 87: N/W-Fax Driver General Errors

    6 TROUBLESHOOTING FOR NETWORK CONNECTIONS 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.

  • Page 88: Fax Transmission Cannot Be Performed With A Cover Sheet

    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.

  • Page 89: 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 91 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 ............90 Error Messages ........................92 Error Codes..........................94 Error codes on print jobs ............................94 Error codes on transmission and reception ......................95 Error codes on scan jobs............................98...

  • Page 92: 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 93 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 Misfeed This icon indicates a paper misfeed occurred. It also indicates the location of the paper misfeed. ...

  • Page 94: 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. Messages concerning color printing are displayed only on MFPs and copiers that support color printing. TopAccess Message Corrective Action Cover Open - Please Close Cover.
  • Page 95 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess TopAccess Message Corrective Action Paper Empty in Large Capacity Feeder - Please Add Set the paper in the Large Capacity Feeder. Paper. Paper Misfeed in Job Separator - Please Clear Refer to the guidance on the touch panel to remove Paper Path.

  • Page 96: 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 97: Error Codes On Transmission And Reception

    7 CHECKING THE EQUIPMENT STATUS WITH TopAccess 7.CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Problem Description Corrective Action Code No Printer Kit/Printer Kit expired Install the Printer Kit or Printer/Scanner Kit correctly before printing. 4241 Please register if the trial period of the Printer Kit or Printer/Scanner Kit has expired.
  • Page 98 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Problem Description Corrective Action Code Security Mismatch in Relay or Confirm the remote party’s Security Code, system 0053 Mail Box transmission password and your setup. 00B0- Signal Error or Line Condition Reattempt the communications. 00B500C0 Error 00C400D0...
  • Page 99 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess 7.CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Problem Description Corrective Action Code Terminal mail address error Ask your administrator to check the SMTP Authentication method or if there is an unpermitted character in the 1C6B Terminal mail address.

  • Page 100: Error Codes On Scan Jobs

    7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Problem Description Corrective Action Code Offramp transmission error Ask the sender to specify the correct fax numbers and 3C50 resend the Email. Offramp security error Confirm that the specified fax numbers are registered in the address book of the equipment.
  • Page 101 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess 7.CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action Invalid parameter specified If you are using a template, create it again. If 2C14 the error still persists, turn the power OFF and then back ON, and then try again.
  • Page 102 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action Invalid address specified in From: field Ask your administrator to check the SMTP Authentication method or if there is an unpermitted character in the Terminal mail 2C6B address.
  • Page 103 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess 7.CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action Failure to create file 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.
  • Page 104 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action File Sharing service is not available Ask your administrator whether the SMB 2D68 protocol is enabled. NetWare service is not available Ask your administrator whether the NetWare 2D69 protocol is enabled.
  • Page 105 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 106 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action Insufficient permission to access e-Filing Check if the user is authorized to perform 2A72 box using scan utility this job. Store to e-Filing Job status failed Turn the power OFF and then back ON. Try 2B11 the problem job again.
  • Page 107 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess 7.CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action Power failure occurred during e-Filing Make sure that the power cable is 2BD0 restore connected properly and is inserted securely. Resend the job. Failure to obtain the machine parameters Turn the power OFF and then back ON.
  • Page 109 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..........108 General operations .............................108 Originals and paper ............................109 Regular Maintenance ......................

  • Page 110: 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 (the Copying Guide and the Printing Guide respectively).

  • Page 111: Originals And Paper

    8 WHEN SOMETHING IS WRONG WITH THE EQUIPMENT 8.WHEN SOMETHING IS WRONG WITH THE EQUIPMENT Problem Description Cause Corrective Action A message is displayed on Some trouble occurred in the See the meaning of the message referring to the touch panel. equipment (or the message is the listing below.

  • Page 112: 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 113: Index

    INDEX ............... 82 Novell print ............63 AppleTalk print ............14 Paper misfeed ....... 30 caused by a wrong paper size setting Cleaning ..............14 locating ..........52 hole punch dust bin ........... 16 occurs frequently ..........110 regular maintenance ......15 tips on removing the misfed paper ..............64 Clients Paper misfeed - clearing...
  • Page 114 INDEX...
  • Page 115 DP-5570/6570/7570/8570 OME14002100...
  • Page 116 MULTIFUNCTIONAL DIGITAL SYSTEMS Troubleshooting Guide 1-11-1, OSAKI, SHINAGAWA-KU, TOKYO, 141-8562, JAPAN R140120O6300TTEC ©2014 TOSHIBA TEC CORPORATION All rights reserved Ver00 F 2014-03...

This manual is also suitable for:

E-studio 657E-studio 757E-studio 857

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