Table of Contents
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Troubleshooting
This chapter identifies the source of common problems that may occur with the imagePRESS Server and suggests ways of
correcting them.
Troubleshooting process
The following sections identify the sources of common problems that may occur with the imagePRESS Server and suggest ways
of correcting them.
These sections do not attempt to provide troubleshooting information for attached computers such as PCs, for the printer, or for
extensive networks. Refer problems in these areas to the appropriate service departments and site administrators.
The troubleshooting process is designed to eliminate the most obvious causes of failure before progressing to more complex
issues.
"Where problems occur" on page 48
most likely to require troubleshooting.
• Try a phone check before you go to the customer site.
"Before you go to the customer site" on page 48
customer site. With a phone call, you can find out if the problem is a simple operating failure, or a failure caused by a network
or configuration change. You can ask the customer to check for loose cables on the back of the printer and loose connections
at a power strip or outlet.
• Check for obvious causes of problems.
• Check network connections.
"On-site checkout" on page 49
site.
"Checking the network" on page 56
computers to which it is connected, as well as information on several printing problems.
■ Where problems occur
The imagePRESS Server is a built-in print server for the printer. Problems may occur in one of the following areas:
• The imagePRESS Server or the printer
• The printer interface between the imagePRESS Server and the printer
• The printer interface between the imagePRESS Server and computers that print to it
■ Before you go to the customer site
Before you make a service call to a customer site, talk to the customer on the phone, and check the following items:
1. Does the printer work?
If the printer works, but the user cannot print the imagePRESS Server Test Page, a service call is probably required.
2. Is the failure caused by a simple operating problem?
• Is there a printing problem?
• Does the imagePRESS Server Test Page fail to print?
• Does the imagePRESS Server fail to respond to a print command?
• Does printing seem to take a long time?
• Is print quality poor?
• Does the imagePRESS Server fail to appear in the list of printers?
If the answer to any of these questions is yes, refer the customer to Command WorkStation Help or Configuration and Setup,
which is part of the user documentation set.
If the customer has followed the suggested corrective actions and has failed to solve the problem, be prepared to make a
service call. Keep a log of the failures the customer has observed.
3. Has the customer made any network changes?
If network changes have occurred, request that the customer's site administrator verify the imagePRESS Server network
requirements.
4. Is the user having printing problems with a particular image file?
If there are problems with files from particular applications, the user may be more successful using different print settings.
If your telephone call fails to solve the problem, proceed to the next phase, the preliminary on-site checkout.
gives an overview of the imagePRESS Server components and indicates areas
suggests areas you should check before making a service call to the
takes you through the initial visual checks you should make when you arrive at the customer
provides guidelines for checking the network connections between the printer and the
48
5. TROUBLESHOOTING
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Table of Contents
Troubleshooting
