Bizhub C258 Troubleshooting Manual
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Bizhub C258 Troubleshooting Manual

8 series
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Troubleshooting Guide

Best Practices
bizhub 8 Series
201802

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Summary of Contents for Bizhub C258

  • Page 1: Troubleshooting Guide

    Troubleshooting Guide Best Practices bizhub 8 Series 201802...

  • Page 2: Table Of Contents

    Table of Contents The Initial Operation During MFP Start-up ..................... 2 bizhub C258/C308/C368/C458/C558/C658/ 308/ 368/ 458/ 558 Troubleshooting Guide ......6 Boot-Up Issue ..............................6 Error Code Issue ............................7 Firmware Issue .............................. 8 C-DFA0 (ASIC image access failure) ......................11 Paper full message on the exit tray 1 ......................

  • Page 3: The Initial Operation During Mfp Start-Up

    The Initial Operation during MFP Start up Boot up Operation Panel Status of LEDs Operation Panel Malfunction/ Probable Corrective Action Process Boards Cause Boot Diagnosis (Turn Main SW on while pushing power key) 1. Check the power supply Turn ON Main Black Screen No LED’s are turned on.
  • Page 4 Boot up Operation Panel Status of LEDs Operation Panel Malfunction/ Probable Corrective Action Process Boards Cause <END> MFPB LED of Start Key turns LED of Power Key: ON 1. When option DIMM is installed, Initialize (CPU --> Orange and LED of Power Data Indicator lamp: OFF disconnect it and check if the DIMM, RTC,...
  • Page 5 Boot up Operation Panel Status of LEDs Operation Panel Malfunction/ Probable Corrective Action Process Boards Cause <END> MFPB Initialization KM’s Logo and 5 Bars LED of Power Key & Data KM’s Logo and 5 Bars Remain Boot up screen 1. Check the connector between CCD board - MFPB for proper connection.
  • Page 6 Boot up PWB Boards Operation Panel Status of LEDs Operation Panel Malfunction/ Probable Corrective Action Process Cause <END> MFPB < -- > LED of Start Key turns The Self diagnostic screen is Trouble Code is displayed. Refer to the Service manual for Initial Blue.

  • Page 7: Bizhub C258/C308/C368/C458/C558/C658/ 308/ 368/ 458/ 558 Troubleshooting Guide

    C258/C308/C368/C458/C558/C658 Troubleshooting Guide This troubleshooting guide has been developed to assist field service representatives. The goal is to reduce down time, avoid multiple service calls, avoid unnecessary parts replacement, and increase dependability. Common steps will be covered if the MFP experiences operational issues in the following areas: •...

  • Page 8: Error Code Issue

    • With the repaired MFPB installed in the machine, please do the following o Flash the machine with G00-16 firmware o Put GG9-84 firmware on USB drive, hold down the Reset button, (C258/C308/C368 only) o Go through the screen calibration o When firmware screen appears, at the bottom right you will see Boot Rom, select it and update boot Rom only.

  • Page 9: Firmware Issue

    C258/C308/C368/C458/C558/C658 Troubleshooting Guide FIRMWARE ISSUE 1. USB sticks suitable for use for F/W upgrades. • Bulletin 10072 has a link for approved USB drives KBA00026635 for list. • Unable to load firmware reference KBA00026634 CAUSE: Incorrect placement of front USB cable and/or incorrect procedure for loading firmware.
  • Page 10 C258/C308/C368/C458/C558/C658 Troubleshooting Guide FIRMWARE ISSUE (Cont.) After cable is checked for proper position, perform the following: 1. Prepare USB drive, (This procedure outlines how to load a single version.) A. Format USB drive in FAT 32. See attached instructions.
  • Page 11 C258/C308/C368/C458/C558/C658 Troubleshooting Guide 4. When replacing EEproms for any reason, load base 16 firmware followed by every base firmware after that. 5. In Service mode, before replacing the transfer belt and fusing unit, clear the counters. Note: Since the counters will be cleared when the EEprom is replaced with a new one, replace the following with new parts: •...

  • Page 12: C-Dfa0 (Asic Image Access Failure)

    C258/C308/C368 C-DFA0 (ASIC image access failure) 1. Symptom Trouble Code C-DFA0 (ASIC image access failure) occurs frequently in machine setting up. Procedure A. Touch “Auto Stop Position Adjustment” in the ADF/ Service Mode. B. Perform the items listed below many times.

  • Page 13: Paper Full Message On The Exit Tray 1

    Paper full Message on exit tray 1 1. Symptom There is a possibility that paper full message appears for exit tray 1 Condition: C368/C308/C258 and JS-506 combination, using upper side tray for JS-506 Using paper: Kannet paper (A4: 64g/m ) Japanese paper 2. Cause The paper with low rigidity would not discharge to the upper exit tray.
  • Page 14 C258/C308/C368 3. Measures Modify the two-upper (centered) paper exit rollers on the upper side. To improve paper conveyance so paper does not stop in the vicinity of the paper exit roller. 4. Model C368/C308/C258/+JS-506 The PMN (Parts Modification Notice) was issued to the field.

  • Page 15: The Speaker Volume Was Difficult To Hear

    C258/C308/C368 The speaker volume was difficult to hear 1. Symptom The speaker volume was difficult to hear from this machine when the bank balance was checked by on-hook mode. 2. Cause The output signal is different from the Fax modem and the C384 series and could not be amplified to the maximum level.
  • Page 16 C258/C308/C368 3. Measures 3-1 Counter measure A. Input #13 Engine FW DipSW B. Access Service mode C. Access Enhanced security mode. (*1) D. Set #13 Engine DipSW. (*2) (*1) Enhanced security mode: Press the “Stop key” -> “0’ -> “C” while in service mode.

  • Page 17: Frequent Jam Code J20-01, J20-02 (Misfeed, Vertical Transport Section)

    C258/C308/C368 Frequent jam code(s) J20-01, J20-02 (Misfeed at vertical transport section) 1. Symptom When the claw of the cover (A161160403) was damaged, error code J20-01, j20-02 occurs frequently. 2. Cause The claw for the cover doesn’t get damaged under normal use, but prolonged use with repeated opening/closing the vertical transport door, the claw may become damaged over time.

  • Page 18: Notice Of Setting The Fk-513/514/515

    When “Preparing User Box…” and “Preparing Scan/Fax…” messages are gone, the messages on the display, please set “Marketing area” and “initialization” for FK-513/514/515 appear. 3-2 Permanent Measures The install manual will be modified as listed above (Counter Measures) for FK-513/514/515. 4. Model FK-513: bizhub 367/287/227 FK-514/515: bizhub C368/C308/C258...

  • Page 19: Installation Of The Fk-514 Is Difficult

    BUS (001) BEU (021) BCN/BSA/BAU (041) C368 A7PU011001401 and above A7PU021002726 and above A7PU041000025 and above C308 A7PY011001984 and above A7PY021003841 and above AYPY041000175 and above C258 A7R0011000001 and above A7R0011000001 and above A7R0041000001 and above 4. Model C368/C308/C258 & FK-514...

  • Page 20: No Fax Reception

    C258/C308/C368 No Fax Reception 1. Symptom The following symptoms can be seen when the MFP is in Low Power Mode / Sleep Mode (*hear after it is called “Power Save Mode”). A. Cannot receive Fax B. Cannot recover from Power Save Mode by Power Save Mode release operations.

  • Page 21: Handling Instruction For Sc-508

    C258/C308/C368 Handling Instructions for SC-508 Caution When the Security Kit SC-508 has been installed, ensure that the cables do not contact the DSC board/2 (backside) when attaching the connectors. Refer to the illustration below. Model combination C368/C308, DF-704 & SC-508...

  • Page 22: How To Safely Remove An Eeprom

    C258/C308/C368 How To ID: KBA00034336 How to safely remove an EEPROM When EEPROM’s need to be replaced, pulling on them with your fingertips can bend, break, or damage the pins. Models C658/C558/C458/C368/C308/C258 C3350/C3850 Series C3351/C3851 Series Please remove the EEPROM slowly by using a small standard flat-blade (nylon) screwdriver.
  • Page 23 C258/C308/C368 1. Using a small standard or “flat-blade” (nylon) screwdriver, insert it under the EEPROM and shimmy back and forth until the EEPROM is almost completely off. Slowly and firmly extract it from the board. 2. Make sure the “Flat” end of the screwdriver is small enough to fit in between the two sides of the pin.

  • Page 24: Self-Diagnostic Function (Kba01400523)

    Self-Diagnostic Function Reference ID: KBA01400523 The Self Diagnostic function performs a diagnostic check for the following. DIMM R/W Check On Board Memory Check SSD Check HDD Check Compression/Decompression Check Memory Bus Check Fax Board Check LAN Check USB Check Note: If a particular test fails the diagnostic check an NG will be indicated. Prerequisites Please install the latest firmware.
  • Page 25 Individual Diagnostic checks Check mode Check details Corruption details Next Action • Execute Read/Write Check • DIMM on the MFP board • Reseat DIMM. DIMM R/W Check for DIMM on the MFP board. • Corruption of CPU • Check the connectors on the MFP •...
  • Page 26 compression/extension test extended circuits or memory of for the MFP board. MFP. DS Board Execute the Corruption of the compressed/ • Remove and insert the DS board. compression/extension test extended circuits or memory of • Replace the DS board. for the DS board. MFP board.

  • Page 27: C9401 Refresh-Models Only (Kba00034462)

    Install firmware version G00-Q4 or newer. Refresh Model Serial Number Cut-ins bizhub C368 (refresh model) A7PU017xxxxxx • bizhub C308 (refresh model) A7PY017xxxxxx • bizhub C258 (refresh model) A7R0017xxxxxx • bizhub C227 (refresh model) A798017xxxxxx • bizhub C287 (refresh model) A797017xxxxxx •...

  • Page 28: How To Obtain Log Files From The Mfp (Kba00032414)

    How to obtain Log files from the MFP How To ID: KBA00032414 Question How to obtain Logs from a MFP? Answer See the four methods of obtaining a Log File from the MFP. Also attached is the Log Key File create tool. In some instances you will be instructed to gather logs from our products.
  • Page 29 How to obtain Log files from the MFP ESS 6/29/2017...
  • Page 30 How to obtain Log files from the MFP...
  • Page 31 To collect logs on the spot without a PC/laptop. Different from the HDD method, USB memory method can collect operation logs, TroubleLogAll and SysLogAll on the USB memory. <Models and FW version> Bizhub C554e/C454e/C364e/C284e/C224e/554e/454e/364e/284e/224e Gxx-C8 or later Bizhub C754e/C654e/754e/654e Gxx-E4 or later The specific files must be prepared in the USB memory to collect logs with USB memory.
  • Page 32 How to obtain Log files from the MFP 2. HDD Method Precautions:  Up to 10 logs (maximum) can be saved on the HDD, and if the number exceeds this amount, logs will be deleted in turn from oldest to newest (Rolling log). ...
  • Page 33 How to obtain Log files from the MFP How to reset after log acquisition After obtaining the log file, go to [Service Mode] -> [System Setting 2] -> [Software SW Setting] and change settings to the values shown below or return to original settings, and press [Fix] SW-No.: 18 HEX: 04 Reset is completed when the Hex value changes to 00 In order to reflect the changes made in software SW setting, turn the main power OFF/ON after making...
  • Page 34 How to obtain Log files from the MFP Tera Term Installation: After download Tera Term execution file, please install it with the following procedure It is not necessary to select Compact Installation (Simple screen Shot)
  • Page 35 How to obtain Log files from the MFP End of Tera Term Installation Tera Term Use Open Tera Term and the New Connection dialog box is displayed.
  • Page 36 How to obtain Log files from the MFP Tera Term settings to communicate with MFP Please set in advance before you correct Continuous SysLog or SysLogALL or TroubleLogALL. Run Tera Term After running Tera Term, the following screen may show. Select "Setup"...
  • Page 37 How to obtain Log files from the MFP Change character code of Kanji [receive]" and "Kanji [transmit]" as follows; UTF-8 -> SJIS Select "Setup" tab and select "Serial port..." Select Baud rate as "115200". And select OK button. After the above settings, the following under line will be changed from "9600baud" to "115200baud" If you want to SAVE the above settings, please select "Setup"...
  • Page 38 How to obtain Log files from the MFP On TeraTerm, Select "File" -> "Log...". Enter filename and select save folder and select Save Connect your PC/Laptop to the MFP using a Serial cable. Start the Tera Term session, Turn MFP ON and enter either the SysLogALL or TroubleLogALL command after the console stops from machine boot up.
  • Page 39 How to obtain Log files from the MFP 4. Debug Log: How to gather a debug log is located in all manuals, 2.11.15 Security Settings – Debug Log Encryption Settings (1) Debug Log Encryption Settings (A) Use  To set a password used to encrypt debug data when storing it into the HDD. (B) Default setting ...
  • Page 40  Need to acquire log after occurring issue without turning main power off.  bizhub 367 Series and bizhub C287 series, an optional unit connector for CS remote Care to be purchased and attached except Asia Pacific and Europe where the unit is standard set.

  • Page 41: How Do I Confirm That The Content In A Log Gathered Is Correct? (Kba00035540)

    How do I confirm that the content in a Log gathered is correct? How To ID: KBA00035540 Question How do I confirm that the content in a Log gathered is correct? Answer With this Log Analysis Tool you can confirm that the gathered log is valid. Please see attached document and Tool See the information listed below for: •...
  • Page 42 Contents 1. Requirements for using this tool 2. How to Use This Tool 2.1 Display language Selection 2.2 Log File Analysis Procedure 2.3 Way to delete Log File Analysis Result 2.4 Way to Save Analysis result 3. About Execution Result 3.1 Details Shown in “3.
  • Page 43 754e Series, bizhub 554e Series bizhub C759 Series, bizhub C658 Series, bizhub C368 Series, bizhub C287 Series bizhub 958 Series, bizhub 658e, bizhub 368e, bizhub 558 Series, bizhub 367 Series • Analyzable Logs Real-time log and the logs obtained via TroubleLogALL command and SysLogALL command 2.
  • Page 44 4. The analysis result is shown in the following sheets. • “3. Execution Result” in “Log Analysis” sheet • “Realtime log information” sheet • “Command log information” sheet [Note] If the log analysis fails, the error message will be shown. 2.3 Way to Delete Log File Analysis Result Make the following step if you wish to continue with the log analysis.
  • Page 45 3. About Execution Result 3.1 Details shown in “3. Execution Result” of “Log Analysis” sheet The summary information of the log file is shown in 3. “Execution Result”. The following items are described in this part. Category Item Name Content File File Name Show the file name that has been analyzed.
  • Page 46 3.2 Details shown in “Realtime log information” sheet The summary of the realtime log extracted from the log file is shown. The content of the following items is described in this sheet. Item Name Content Number of log file lines Show the number of lines on the file corresponding to the displayed log.

  • Page 47: Mfp Log Acquisition Tool

    MFP Log Acquisition Tool How To ID: KBA00035539 Question How do I gather a log properly for a machine? Answer This tool is a support interface to make the procedure to get a log acquisition simpler and easier for anyone. By the occurrence of any trouble code like C-E301 as a trigger, automatically any command like “TroubleLogAll”...

  • Page 48: How Can I Check If My Software Switches Are Set To Factory Settings? (Kba00035539)

    How can I check if my software switches are set to factory settings? How To ID: KBA00035542 Question How can I check if my software switches are set to factory settings? Answer Use the attached Software SW Settings Checking Tool, Note: To use the Software SW Setting Checking Tool, log into My Konica Minolta ->...
  • Page 49 Contents 1. Requirement of Using This Tool. 2. How to Use This Tool 2.1 Display language Selection 2.2 Machine management List Loading 2.3 Software SW Settings Checking 2.4 Way to Erase the Loaded Data and Check Result 3. Caution 4. Restriction...

  • Page 50: Requirement Of Using This Tool

    754e Series, bizhub 554e Series bizhub C759 Series, bizhub C658 Series, bizhub C368 Series, bizhub C287 Series bizhub 958 Series, bizhub 658e, bizhub 368e, bizhub 558 Series, bizhub 367 Series 2. How to Use This Tool Startup [Software SW Setting Checking Tool_v1.xls] and operate the following steps.

  • Page 51: Machine Management List Loading

    2.2 Machine Management List Loading 1. Click [Select MML file (S1_***.CSV)] button to select [S1_***.csv] file. After clicking “Open”, the file starts loading and the result like below will be shown. * Caution * If the marketing area is not inserted, select it manually. If the product name is not shown, insert the product code (the first 4 digits of Serial Number) in Serial Number column.

  • Page 52: Software Sw Settings Checking

    2.3 Software SW Settings Checking 1. If you wish to make the comparison of the software SW setting between MFPs, insert the HEX of the software SW in “Data to Check” column in advance. 2. After finished doing the step written in “2.2Machine Management List Loading”, click “DipSW Check”...
  • Page 53 Details shown in the result] Display Items Contents Default Check Show ”Default” if it is in default value. Result Show ”Not Default” together with the default value if it is not in default value. Function[ Show the SW function outline if the related data is recorded in Definition sheet.

  • Page 54: Way To Erase The Loaded Data And Check Result

    2.4 Way to Erase the Loaded Data and Check Result 1. Click “Reset” button if you wish to continue with another software SW setting checking. * The result might be shown incorrectly if you continue to make other file checking without clicking “Reset”...
  • Page 55 - For the following software switches, the default value might not be shown correctly as the judgment of the default value is difficult. Function Related The content of the Restriction AirPrint Function SW106 As the default value varies with FW version, it cannot be SW125 decided by this tool.

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