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Toshiba e-STUDIO5520c Troubleshooting Manual

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MULTIFUNCTIONAL DIGITAL COLOR SYSTEMS

Troubleshooting Guide

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  Summary of Contents for Toshiba e-STUDIO5520c

  • Page 1: Troubleshooting Guide

    MULTIFUNCTIONAL DIGITAL COLOR SYSTEMS Troubleshooting Guide...
  • Page 2 ©2008, 2009 TOSHIBA TEC CORPORATION All rights reserved Under the copyright laws, this manual cannot be reproduced in any form without prior written permission of TTEC. No patent liability is assumed, however, with respect to the use of the information contained herein.
  • Page 3: Preface

    Preface Thank you for purchasing TOSHIBA 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 e-STUDIO’s functions.
  • Page 5: Table Of Contents

    CONTENTS Preface............................1 Chapter 1 TROUBLESHOOTING FOR THE HARDWARE Messages Displayed on the Touch Panel ................8 Clearing a Paper Jam ......................11 Locating a paper jam ......................11 Clearing a paper jam ......................12 Paper jam in the Reversing Automatic Document Feeder ..........13 Paper jam in the External Large Capacity Feeder (optional)..........
  • Page 6 Cannot print properly with AppleTalk print................68 Client Problems ........................69 Checking the client status....................69 Hardware Problems........................ 70 Startup page not printed ...................... 70 Print jobs not output ......................70 Chapter 4 TROUBLESHOOTING FOR SCANNING Scanning Problems ........................ 72 Cannot E-mail my scans......................
  • Page 7 Chapter 8 WHEN SOMETHING IS WRONG WITH THE EQUIPMENT When You Think Something Is Wrong With the Equipment..........106 General operations ......................106 Originals and paper ......................107 Regular Maintenance ......................108 INDEX ................................... 109 CONTENTS...
  • Page 8 CONTENTS...
  • Page 9 TROUBLESHOOTING FOR THE HARDWARE This chapter describes how to troubleshoot the problems with paper, toner and other finishing processes. This chapter also describes how to supply the paper, toner and staples. Messages Displayed on the Touch Panel ................8 Clearing a Paper Jam......................11 Locating a paper jam ............................
  • Page 10: Messages Displayed On The Touch Panel

    1 TROUBLESHOOTING FOR THE HARDWARE Messages Displayed on the Touch Panel When a message appears on the touch panel, see the table below to solve the problem. Message Problem Description Solution Close *** cover. The cover indicated by *** is open. Check the cover on the touch panel and close it.
  • Page 11 1 TROUBLESHOOTING FOR THE HARDWARE Message Problem Description Solution Cannot print this paper type A printing was attempted but failed. Delete the failed print job, select the appropriate tray Set the other paper type The paper could not be output in the for the paper, and perform printing again.
  • Page 12 1 TROUBLESHOOTING FOR THE HARDWARE Message Problem Description Solution POWER FAILURE A job was interrupted by a power The print or fax job may be incomplete. Press [JOB failure or some other reason. STATUS] to check whether any jobs are unfinished. To clear the message, press the [FUNCTION CLEAR] button twice.
  • Page 13: Clearing A Paper Jam

    1 TROUBLESHOOTING FOR THE HARDWARE Clearing a Paper Jam Locating a paper jam The equipment stops copying when the original or copy 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 14: Clearing A Paper Jam

    1 TROUBLESHOOTING FOR THE HARDWARE The picture of the hardware device shown on the touch panel differs depending on the composition of the options installed. Clearing a paper jam Remove the jammed paper from the bridge unit after you have cleared all the other jams. Pulling out the bridge unit from the equipment may tear the paper left inside the equipment.
  • Page 15: Paper Jam In The Reversing Automatic Document Feeder

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Do not touch the fuser unit or the metal portion around it. Do not touch the fuser or the metal portion around it when you remove the jammed paper from the fuser unit. This could burn you or the shock could cause you to get your hand injured in the machine.
  • Page 16 1 TROUBLESHOOTING FOR THE HARDWARE Turn the dial to remove the original. Open the transport guide 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 17: Paper Jam In The External Large Capacity Feeder (Optional)

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Open the reverse cover and remove the original. Close the reverse cover. Close the Reversing Automatic Document Feeder. Paper jam 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. Separate the External Large Capacity Feeder (optional) from the equipment.
  • Page 18 1 TROUBLESHOOTING FOR THE HARDWARE Remove the jammed paper by turning the green dial. Remove the jammed paper from the equipment. Pull out the feeder tray and remove the jammed paper. Close the feeder tray and connect the External Large Capacity Feeder to the equipment.
  • Page 19: Paper Jam In The Drawer Feeding Portion

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Paper jam in the drawer feeding portion Be careful not to let your fingers be caught between the equipment and the External Large Capacity Feeder. Separate the External Large Capacity Feeder (optional) from the equipment when the External Large Capacity Feeder is attached.
  • Page 20: Paper Jam In The Bypass Tray

    1 TROUBLESHOOTING FOR THE HARDWARE Close the drawer and the paper feed cover. Connect the External Large Capacity Feeder (if attached, optional) to the equipment. Move it slowly placing your hands on the point shown in the figure. Paper jam in the bypass tray Pull out the jammed paper in the bypass tray.
  • Page 21: Fuser Unit

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Remove the jammed paper. Return the duplexing unit to its original position. Hold the position shown in the figure when closing it. Do not put your hand or fingers on the duplexing unit when closing it.
  • Page 22 1 TROUBLESHOOTING FOR THE HARDWARE Check the inside of the fuser unit for the hidden jammed paper when you cannot see it. 1) Open the front cover of the equipment. 2) Check if jammed paper remains inside the fuser unit through the window for checking for paper jams.
  • Page 23: Paper Jam In The Duplexing Unit

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Turn the green dial and remove the paper coming out of the lower part of the fuser unit. Return the duplexing unit to its original position. Hold the position shown in the figure when closing it. Do not put your hand or fingers on the duplexing unit when closing it.
  • Page 24: Paper Jam In The Finisher And The Hole Punch Unit (Both Optional)

    1 TROUBLESHOOTING FOR THE HARDWARE Remove the jammed paper. Close the duplexing unit cover. Do not put your hand or fingers on the duplexing unit cover when closing it. They could be caught and this could injure you. Close the bypass tray. Paper jam in the Finisher and the Hole Punch Unit (both optional) Separate the Finisher from the equipment.
  • Page 25 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 3) Move the Finisher slowly placing your hands on the positions shown in the figure. When the Hole Punch Unit is not installed When the Hole Punch Unit is installed Raise the lever and open the upper receiving tray. Remove the jammed paper.
  • Page 26 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 check that no paper is jammed. 1) Turn the knob to feed the 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 27 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 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 receiving tray.
  • Page 28: Paper Jam In The Saddle Stitch Unit (Optional)

    1 TROUBLESHOOTING FOR THE HARDWARE Paper jam in the Saddle Stitch unit (optional) The Saddle Stitch unit is inside the Saddle Stitch Finisher MJ-1104. Remove the paper jammed in the paper exit side of the Saddle Stitch unit. Separate the Finisher from the equipment. 1) Open the front cover of the Finisher when the Hole Punch Unit is not installed.
  • Page 29 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Draw the green knob to the right. Turn the knob to lower the paper until you cannot see Return the green knob to the left. Pull out the Saddle Stitch unit until it stops. Open the transport guide on the right side.
  • Page 30 1 TROUBLESHOOTING FOR THE HARDWARE Remove the jammed paper. Remove the jammed paper in the inside of the Saddle Stitch unit. Close the transport guide. Open the transport guide on the left side. Open it by pressing the two knobs. Push down the two green levers.
  • Page 31 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Remove the jammed paper. Push up the two green levers. Close the transport guide. Close it by pressing the two knobs. Return the Saddle Stitch unit to its original position. Close the front cover first, and connect the Finisher to the equipment.
  • Page 32: Paper Jam In The Receiving Unit

    1 TROUBLESHOOTING FOR THE HARDWARE Paper jam in the receiving unit Receiving tray Remove the jammed paper from the receiving tray. Clear the paper jam in the bridge unit. P.32 “Paper jam in the bridge unit” Side receiving tray Remove the jammed paper from the side receiving tray.
  • Page 33 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Receiving tray lower cover Separate the Finisher from the equipment when it is installed. 1) Open the front cover of the Finisher when the Hole Punch Unit is not installed. Open the Hole Punch Unit cover when the Hole Punch Unit is installed.
  • Page 34: Paper Jam In The Bridge Unit

    1 TROUBLESHOOTING FOR THE HARDWARE Paper jam in the bridge unit Do not touch the metal parts or motors of the bridge unit. You could be burned or the shock could cause an injury to your hand. Remove the jammed paper from the bridge unit after clearing all the other jams. You must remove other jammed paper from the equipment before clearing paper from the bridge unit.
  • Page 35: Clearing Paper Jams Caused By A Wrong Paper Size Setting

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Close the upper cover. Remove the jammed paper from the bottom of the bridge unit. 1) Open the lower cover by pinching the lever. 2) Remove the jammed paper. Close the lower cover, return the bridge unit to the inside of the equipment, and then close the front cover of the equipment.
  • Page 36 1 TROUBLESHOOTING FOR THE HARDWARE Jam when making copies or prints (using a drawer) Press the [POWER] button on the control panel until a sound is heard. “Shutdown in progress” appears on the menu. After a while, the power of the equipment is turned OFF. Remove the jammed paper.
  • Page 37 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Press the drawer button indicated in the message. Press the paper size button for the paper that is set in the drawer. Clearing a Paper Jam...
  • Page 38 1 TROUBLESHOOTING FOR THE HARDWARE Confirm that the paper size is correctly detected if you pressed [AUTO (mm)] or [AUTO inch] at step 7. The detected paper size is indicated on the drawer button of the hardware device graphic image on the left side of the display.
  • Page 39 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Try copying or printing again. Jam when printing from the FAX Turn off the main power switch. Shutting down via the control panel is not possible in this case. Remove the jammed paper. Pull out the drawer indicated in the message and remove all the paper from the drawer.
  • Page 40: Clearing Paper Jams Caused By A Wrong Paper Type Setting

    1 TROUBLESHOOTING FOR THE HARDWARE Place the paper in the drawer indicated in the message. Be sure to place the same- sized paper as the size you checked in step 5. Printing resumes. If you change the paper size again after printing has been completed, make sure that the size of the paper placed in the drawer is the same as the size registered for the corresponding drawer in the equipment.
  • Page 41 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Remove the jammed paper. Pull out the drawer indicated in the message, check the type of the paper placed in the drawer, and then close the drawer. Press the [POWER] button on the control panel. The equipment starts warming-up.
  • Page 42 1 TROUBLESHOOTING FOR THE HARDWARE Press the drawer button indicated in the message and press [PAPER TYPE]. Press the paper type button for the paper that is set in the drawer. 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 Remove the jammed paper. Pull out the drawer indicated in the message and remove all the paper from the drawer. Close the drawer and turn on the main power switch. The equipment starts warming-up. Check the paper type registered to the drawer indicated in the message by means of the drawer button on the touch panel.
  • Page 44: 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.42 “Staple jam in the Finisher” P.43 “Staple jam in the Saddle Stitch unit” Staple jam in the Finisher Open the front cover of the Finisher.
  • Page 45: Staple Jam In The Saddle Stitch Unit

    1 TROUBLESHOOTING FOR THE HARDWARE 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.
  • Page 46 1 TROUBLESHOOTING FOR THE HARDWARE Remove the staple cartridge. Raise the guide while holding the knob. A: Stapling area Do not touch the stapling area. The actual needle point could cause you personal injury. Remove the jammed staples. Holding the knob, lower the guide, and return it to its original position.
  • Page 47 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Return the Saddle Stitch unit to its original position. Clearing a Staple Jam...
  • Page 48: Replacing A Toner Cartridge

    When the toner cartridge runs out, the message “Install New *** (color name) toner cartridge” appears. Replace the toner cartridge following the procedure below when you see this message. To assure an optimal performance, we recommend that you use TOSHIBA toner cartridges. Never attempt to incinerate toner cartridges.
  • Page 49 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Open the front cover. Grasp the recess and slowly pull out the color toner cartridge to be replaced. When the cartridge has been pulled out more than halfway, support it with your hand while pulling it straight out.
  • Page 50 1 TROUBLESHOOTING FOR THE HARDWARE Push in the new toner cartridge straight until it stops. Close the front cover. Replacing a Toner Cartridge...
  • Page 51: 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 remains in the toner cartridge while the message “Toner near Empty” is displayed. You can replace the toner cartridge with a new one, but if you do so, make sure that you follow the procedure below.
  • Page 52 1 TROUBLESHOOTING FOR THE HARDWARE Press [REPLACE TONER CARTRIDGE]. To replace a toner cartridge, press [YES]. To cancel, press [NO]. Press the button for the toner color you intend to replace. Replacing a Toner Cartridge...
  • Page 53 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE To replace the toner cartridge, press [YES]. To cancel, press [NO]. Replace the toner cartridge. P.46 “Replacing a Toner Cartridge” for the correct procedure. Press [FINISH]. Replacing a Toner Cartridge...
  • Page 54: 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 55 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Put the cap on the opening of the waste toner box. 1) Loosen and take off the cap on the front top of the waste toner box. 2) Put the cap firmly on the opening of the waste toner box. Never attempt to incinerate waste toner boxes.
  • Page 56: 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.54 “Refilling the Finisher staples” P.55 “Refilling the Saddle Stitch unit staples” Refilling the Finisher staples Open the front cover of the Finisher.
  • Page 57: Refilling The Saddle Stitch Unit Staples

    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 the bracket 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 58 1 TROUBLESHOOTING FOR THE HARDWARE After the transparent cover is lifted, take the empty staple case out of the cartridge. Fit the new staple case into the staple cartridge. Insert it to the rear until it clicks. At this step, do not remove the seal bundling the staples. Press down the transparent cover of the cartridge.
  • Page 59 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Return the Saddle Stitch unit to its original position. Refilling With Staples...
  • Page 60: 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 Hole Punch Unit cover. Pull out the hole punch dust bin. Dispose of the paper punchings.
  • Page 61: Troubleshooting For Copying

    TROUBLESHOOTING FOR COPYING This chapter describes how to troubleshoot the problems of copy function and copy output. Copying Problems........................60...
  • Page 62: 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 Copying Guide.
  • Page 63 2 TROUBLESHOOTING FOR COPYING 2.TROUBLESHOOTING FOR COPYING Problem Description Cause Corrective Action Copied image has black streaks The scanning area or guides is Clean them. in the horizontal direction. marked. P.100 “Daily Care for the Equipment” Copied image is rough. The paper type setting is not suitable Match the paper type setting to the actual paper you are for the paper actually used.
  • Page 65 TROUBLESHOOTING FOR PRINTING This chapter describes how to troubleshoot the problems on printing. Print Job Problems ........................ 64 Clearing print job errors ............................64 Cannot remember the document password for a Private Print job...............65 Printer Driver Problems ......................66 Cannot print (port setting problems) ........................66 Cannot print (SNMP Community Name problems)....................66 Command line options not processed ........................66 Retrieval of printer configuration failed .........................67...
  • Page 66: 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 67: 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 68: 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 69: 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 70: 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.82 “Printing Problems (Network Related)” Cannot print with the equipment (network connection problems) Problem Description I cannot perform printing with the equipment.
  • Page 71: 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 make it perform printing. Checking the client status Problem Description The printing problems are caused by the printer driver settings, network settings, errors in the network connections, and...
  • Page 72: 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 on 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: System board, cables, and connectors The equipment, and its (optional) components such as the duplexing unit or the Finisher...
  • Page 73: Troubleshooting For Scanning

    TROUBLESHOOTING FOR SCANNING This chapter describes how to troubleshoot the problems of scanning. Scanning Problems........................ 72 Cannot E-mail my scans ............................72 Cannot find the data saved in the shared folder....................72...
  • Page 74: 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 75 TROUBLESHOOTING FOR e-Filing This chapter describes how to troubleshoot the problems on e-Filing. e-Filing Web Utility Problems....................74 e-Filing Web Utility terminates the session......................74 Numerous sub windows repeatedly appear ......................74 Displaying the items in the Contents Frame takes a long time................74 Error messages ..............................75...
  • Page 76: 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 77: 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 OFF and then ON the power of the equipment and then try again.
  • Page 78 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 using the document. File format doesn’t correspond. Please contact Administrator. Contact your administrator to convert the archive file and try again.
  • Page 79 TROUBLESHOOTING FOR NETWORK CONNECTIONS This chapter describes how to troubleshoot the problems on network connections. Locating the Equipment in the Network................78 Cannot locate the equipment in the network ......................78 Cannot locate the equipment with Local Discovery....................79 Equipment does not respond to ping command ....................80 LDAP Search and Authentication Problems................
  • Page 80: 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 the problems in locating the equipment in the network. Try the checklist below to detect the cause of the problem.
  • Page 81: 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, or Remote Scan driver cannot automatically discover the equipment over the network, the most likely cause is limitations of the protocols supported by the computer.
  • Page 82: 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 on the client computer.
  • Page 83: 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. If the problem remains unsolved, contact your service representative. No.
  • Page 84: 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 85: 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 Service.
  • Page 86: 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. Is the equipment available in the Chooser when Make sure that the AppleTalk zone is supported Next Step you click the LaserWriter 8 printer icon?
  • Page 87: 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. Setup needs to copy Windows NT files Problem description The wrong port type was selected from the Printer Ports dialog.
  • Page 88: N/W-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 89: Fax Transmission Cannot Be Performed With A Cover Sheet

    6 TROUBLESHOOTING FOR NETWORK CONNECTIONS 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 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..........................96 Error codes on print jobs ............................96 Error codes on transmission and reception ......................98 Error codes on scan jobs............................101...
  • 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 to appear and the descriptions for them.
  • 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 Jam This icon indicates a paper jam occurred. It also indicates the location of the paper jam. P.11 “Clearing a Paper Jam”...
  • 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. TopAccess Message Corrective Action Front Cover Open - Please Close Cover. Close the front cover. Paper Feeding Cover Open - Please Close Cover.
  • Page 95 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess TopAccess Message Corrective Action Main Motor Error - Please Contact Service Technician. Contact your service representative. Printer Output Error - Please Contact Service Technician. Contact your service representative. Printer Input Error - Please Contact Service Technician. Contact your service representative.
  • Page 96 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess TopAccess Message Corrective Action Active Directory Domain - Clock Skew error due to difference in The clocks need to be synchronized. Please check whether SNTP Time between Server and MFP is configured correctly on the equipment. Active Directory Domain - Kerberos Ticket has expired and cannot Please confirm the validity period of the ticket set by the Kerberos be used for Authentication...
  • Page 97 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess TopAccess Message Corrective Action Authentication Method mismatch Mismatch in IKE authentication type. Check the Authentication type in MFP and peer. IKE Version mismatch Mismatch in IKE version. Check the IKE version in MFP and peer. Encapsulation mode mismatch Check the IPsec mode (Transport/Tunnel) in MFP and peer.
  • Page 98: 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 99 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action Limit over error (Color) The number of prints has exceeded the one specified for the user code, A2A1 or users (guests) are not authorized to perform color printing. Clear the limit counter, or authorize users so that they can perform color printing.
  • Page 100: Error Codes On Transmission And Reception

    7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error codes on transmission and reception Error Code Problem Description Corrective Action 0011 Paper jam Clear the jammed printing paper. 0012 Original jam Clear the jammed original. 0013 Door open Firmly close the open door. 0020 Power interruption Check the power interruption report.
  • Page 101 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess 7.CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action SMTP server connection error Ask your administrator to set the login name or password of the SMTP 1C69 server and perform the job again. Check whether the SMTP server is operating properly.
  • Page 102 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action Offramp security error Confirm that the specified fax numbers are registered in the address book of the equipment. If not, register the fax numbers in the address 3C60-3C62 book and ask the sender to resend the Email with the correct fax numbers.
  • Page 103: Error Codes On Scan Jobs

    7 CHECKING THE EQUIPMENT STATUS WITH TopAccess 7.CHECKING THE EQUIPMENT STATUS WITH TopAccess Error codes on scan jobs The error indications on scan jobs are done as follows: On TopAccess log list, messages indicating the status are displayed. On the touch panel of the equipment, error codes are displayed. See the listings below. Error Code Problem Description Corrective Action...
  • Page 104 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action SMTP authentication error Confirm that the login name and password are correct. 2C71 If SSL is enabled, make sure that the SSL port number is correctly set. POP Before SMTP error Confirm that the POP Before SMTP settings and POP3 2C72...
  • Page 105 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess 7.CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action Failed to connect to network destination. Check Make sure that the network folder is shared in your destination path. network and retry the scan. If the error still occurs, ask 2D62 your administrator to check whether the IP address or path of the server is correct.
  • Page 106 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action Insufficient Memory. Turn the power OFF and then back ON. Retry the scan. 2B90 If the error still occurs, contact your service representative. Invalid Box password specified. Make sure that the password is correct and retry the scan, or reset the password and retry the scan.
  • Page 107 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 explains the daily care for the equipment. When You Think Something Is Wrong With the Equipment..........106 General operations .............................106 Originals and paper ............................107 Regular Maintenance ......................
  • Page 108: 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 109: 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 unavailable on the Check whether the original is available on the equipment. equipment.
  • Page 110: 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. When cleaning the surface of the equipment, do not use such organic solvents as thinner or benzine.
  • Page 111: Index

    INDEX ............68 ............85 AppleTalk print N/W-Fax driver ...... 49 “Near Empty” toner cartridge - replacing ............ 85 Network Fax driver ..............69 ............... 83 Clients Novell print ..........66 Command line option ............67 [Configuration] tab Copying Paper jam ............60 ....... 33 blurred image caused by a wrong paper size setting ..........61...
  • Page 112 ............106 User information ........52 Waste toner box - replacing INDEX...
  • Page 113 FC-5520C/6520C/6530C OME080006C0...
  • Page 114 MULTIFUNCTIONAL DIGITAL COLOR SYSTEMS Troubleshooting Guide 2-17-2, HIGASHIGOTANDA, SHINAGAWA-KU, TOKYO, 141-8664, JAPAN R071220E8903-TTEC Ver03 2009-12 ©2008, 2009 TOSHIBA TEC CORPORATION All rights reserved...

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