Usb Port Testing; Fax Troubleshooting - Xerox Phaser 8560MFP Service Documentation

USB Port Testing

In situations where USB communications fail, test the system's USB Port directly using a USB
cable and a second, known good, USB Port. A successful test using this procedure eliminates
the system's USB Port as the root cause.
Initial Actions
• Check that the driver software is properly installed on the host.
• Make sure the USB cable is connected at both ends and is serviceable.
• Print a Configuration page and verify that USB 2.0 is enabled in the system's NVRAM.
NOTE: The testing procedure was developed for Windows XP. If a different operating system is
in use, adapt the steps as necessary.
USB Port Verification
1. Verify that the system is Ready
2. Insert the Phaser Software CD-ROM into the computer.
3. If the installer autoruns, exit the installer window.
4. Connect a USB cable between the system and computer's USB Ports. The computer
automatically detects the new hardware and creates a driver.
NOTE: If the driver is not installed on the computer, locate the driver files on the CD-
ROM. Once the files are located, the computer installs the driver and automatically config-
ures it to match the system's feature set.
5. Open the Printers and Faxes window on the computer by clicking Start, Settings, and then
Printers and Faxes.
6. Locate the correct entry for the system being tested and display its properties from the
File menu pull-down.
7. Open the General tab and click the Print Test Page button to generate the test print. If the
test page prints, the USB port is functioning normally.
Initial Issue
Phaser 8510/8560MFP Multifunction Product

Fax Troubleshooting

The Control Panel displays one of these errors related to Fax operation:
• Fax Memory Low indicates insufficient room, less than 10 MB, for Fax images in either
the Flash Drive (8510MFP) or Hard Drive (8560MFP). If the drive is full, new Faxes are
rejected. If the drive becomes full while a fax is being received, the phone line is hung up
and received pages are deleted without printing.
• No Dial Tone indicates that the system did not detect a dial tone when attempting to send
a Fax. Fax operations are not completely blocked by this error. Outgoing faxes can queue,
Fax subsystem parameters are adjustable, and jobs received before the dial tone was lost
are accessible (secure receive jobs). The system attempts to send pending faxes until the
retry count is reached.
• Fax Modem is not Available indicates a communications error between the main board
and Fax modem.
In addition to the Control Panel messages, the system provides several built-in tools for trouble-
shooting Fax problems.
Initial Fax Checks
Check these items first. Use a desk telephone and a second, known-good phone line to test
Fax line function.
• Check that Fax is enabled and configured properly for the local phone line.
• Check the target Fax number. If the number is in memory, is it saved correctly?
• Call the target Fax number from a desk phone and confirm a Fax tone response.
• Use a desk phone to confirm a dial tone on the FAX line supporting the system.
• Check Fax cord condition and connections between the system and Fax line.
• Enable Transmission Reports if reports aren't being printed.
If the Fax line, Fax number, and cabling are all functional, use the following tools to isolate the
problem.
Fax Troubleshooting Tools
The primary tools for troubleshooting Fax problems are Service Diagnostic tests, The Fax
Transmission Report, and the Fax Protocol Report. Diagnostic test results, result codes pro-
vided on the Transmission Report, and communication logs from the Protocol Report provide
valuable clues to the root cause of Fax errors. A Fax subsystem reset is also available on the
Control Panel menu to quickly restore factory default settings.
Service Diagnostic Fax Tests
Service Diagnostics includes tests of the system's Fax subsystem. Use these tests to verify
operation of the system's Fax modem and to determine the subsystem's firmware version.
Fax Reset
Reset Fax resets all Fax parameters to factory-default values and cancels or deletes all incom-
ing and outgoing faxes. All customer programmed data, such as the Individual and Group
Speed Dial directories, are lost when a Reset Fax command is issued. CenterWare can back-
up the Individual Speed Dial directory to a file for restoration following the repair.
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USB Port Testing, Fax Troubleshooting
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Diagnostics