Toshiba E-Studio 5540c Troubleshooting Manual
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Toshiba E-Studio 5540c Troubleshooting Manual

Multifunctional digital color systems
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MULTIFUNCTIONAL DIGITAL COLOR SYSTEMS

Troubleshooting Guide

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  • Page 1: Troubleshooting Guide

    MULTIFUNCTIONAL DIGITAL COLOR SYSTEMS Troubleshooting Guide...
  • Page 2 ©2011 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: How To Read This Manual

    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 When This Screen Is Displayed ....................8 Messages Displayed on the Touch Panel ................10 Clearing a Paper Jam ......................14 Locating a paper jam ......................14 Clearing a paper jam ......................15 Paper jam in the Reversing Automatic Document Feeder (lower) ........
  • Page 6 Cannot change settings on the [Device Settings] tab............71 Network Connection Problems ..................... 72 Cannot print with the equipment (network connection problems)........72 Cannot print with SMB print....................72 Cannot print properly with AppleTalk print................72 Client Problems ........................73 Checking the client status....................
  • Page 7 Error Codes..........................98 Error codes on print jobs ..................... 98 Error codes on transmission and reception ............... 100 Error codes on scan jobs....................103 Chapter 8 WHEN SOMETHING IS WRONG WITH THE EQUIPMENT When You Think Something Is Wrong With the Equipment..........110 General operations ......................
  • 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 paper, toner and staples. When This Screen Is Displayed ....................8 Messages Displayed on the Touch Panel ................10 Clearing a Paper Jam......................

  • 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. Confirm the color of the corresponding toner cartridge on the touch panel, and then replace it. P.49 “Replacing a Toner Cartridge” The waste toner box is full. Replace it following the guidance on 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 print this paper type 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 14 1 TROUBLESHOOTING FOR THE HARDWARE Message Problem Description Corrective Action Time for periodic maintenance The equipment requires inspection Contact your service representative for maintenance. and maintenance by a service technician. POWER FAILURE A job was interrupted by a power The print or fax job may be incomplete. Press [JOB failure or some other reason.
  • Page 15 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Message Problem Description Corrective Action The number of originals exceeds the The number of originals to be To print out the data for the originals stored (scanned) limits. scanned has exceeded the limit of until the message appeared, press [YES] on the touch Will you copy stored originals? 1000 sheets during scanning.

  • Page 16: Clearing A Paper Jam

    1 TROUBLESHOOTING FOR THE HARDWARE Clearing a Paper Jam Locating a paper jam The equipment stops printing when the original or 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 17: Clearing A Paper Jam

    1 TROUBLESHOOTING FOR THE HARDWARE 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 18: Paper Jam In The Reversing Automatic Document Feeder (Lower)

    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 injure your hand in the machine.

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

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Push the green part to close the reverse cover. Close the Reversing Automatic Document Feeder. Paper jam in the Reversing Automatic Document Feeder (upper) Raise the lever and open the upper cover. Remove the jammed original(s).

  • Page 20: Paper Jam In The External Large Capacity Feeder (Optional)

    1 TROUBLESHOOTING FOR THE HARDWARE Raise the green lever, 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. 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.
  • Page 21 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Remove the jammed paper by turning the green dial. Remove the jammed paper from the equipment. Pull out the drawer of the External Large Capacity Feeder and remove the jammed paper. Check that there is no folded/curled paper or overloading, and then close the drawer.

  • Page 22: Paper Jam In The Drawer Feeding Portion

    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. Pushing the lock lever, separate the External Large Capacity Feeder (if attached, optional) from the equipment.

  • Page 23: Paper Jam In The Drawers

    1 TROUBLESHOOTING FOR THE HARDWARE TROUBLESHOOTING FOR THE HARDWARE Paper jam in the drawers Open the paper source drawer and remove the jammed paper. Check that the guide width is correct, there is no folded/curled paper or overloading, and then close the drawer.

  • Page 24: Paper Jam In The Bypass Tray

    1 TROUBLESHOOTING FOR THE HARDWARE Check that there is no folded/curled paper or overloading, then close the drawer. Be sure that the height of the stacked paper does not exceed the line indicated inside of the side guides. Paper jam in the bypass tray Pull out the paper jammed on the bypass tray and place it again.

  • Page 25: Fuser Unit

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Close the duplexing unit putting your hands on the position shown in the figure. Do not put your hand or fingers on the duplexing unit when closing it. They could be caught and this could injure you. Fuser unit Pushing the lock lever, pull out the duplexing unit from the equipment until it stops.
  • Page 26 1 TROUBLESHOOTING FOR THE HARDWARE Turn the green dial upward and remove the paper from the upper part of the fuser unit. Turn the dial in a counter direction and remove the paper when the paper is jammed in the back of the fuser unit. In this case, remove the paper from the lower part of the fuser.

  • Page 27: Paper Jam In The Duplexing Unit

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Paper jam in the duplexing unit Do not touch the metal portion of the guide plate of the duplexing unit. This could burn you. Operate the duplexing unit while connected to the equipment. Do not operate the duplexing unit when separated from the equipment.

  • Page 28: Paper Jam In The Finisher And The Hole Punch Unit (Both Optional)

    1 TROUBLESHOOTING FOR THE HARDWARE Paper jam in the Finisher and the Hole Punch Unit (both optional) Separate the Finisher from the equipment. 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 29 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Remove the jammed paper from the right or left side. If the paper size is small, turn the knob shown in the following figures to send the paper, and then remove the jammed 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 30 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 31: Paper Jam In The Saddle Stitch Unit (Optional)

    1 TROUBLESHOOTING FOR THE HARDWARE 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 jammed paper from the exit side of the Saddle Stitch unit. Separate the finisher from the equipment.
  • Page 32 1 TROUBLESHOOTING FOR THE HARDWARE Holding the green knob, move the guide to the right. Turn the green knob to lower the paper until it is hidden. Holding the green knob, return the guide to the left. Pull out the Saddle Stitch unit until it stops. Open the transport guide on the right side.
  • Page 33 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Remove the jammed paper. Remove the paper from the inside of the Saddle Stitch unit. Close the transport guide. Holding both green knobs with your fingers, open the transport guide on the left. Lower the two green levers.
  • Page 34 1 TROUBLESHOOTING FOR THE HARDWARE Remove the paper. Raise the two green levers. Holding both green knobs with your fingers, close the transport guide on the left. Return the Saddle Stitch unit to its original position. Close the Hole Punch Unit cover when it is installed. Clearing a Paper Jam...

  • Page 35: Paper Jam In The Receiving Unit

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Close the front cover of the finisher, and connect the finisher to the equipment. Move it slowly placing your hands on the positions shown in the figure. Be careful not to let your fingers be caught between the finisher and the equipment.
  • Page 36 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 37: Paper Jam In The Bridge Unit

    1 TROUBLESHOOTING FOR THE HARDWARE 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.

  • Page 38: Clearing Paper Jams Caused By A Wrong Paper Size Setting

    1 TROUBLESHOOTING FOR THE HARDWARE Holding the green portion, open the upper cover, turn the dial and remove the paper. Close the upper cover. Return the bridge unit to the inside of the equipment. Close the front cover of the equipment. Clearing paper jams caused by a wrong paper size setting Paper jams occur when there is a mismatch between the size of the paper in a drawer or the bypass tray and the one registered for the corresponding drawer or the bypass tray in the equipment.
  • Page 39 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Jam when making copies or prints (using a drawer) Clear the paper jam following the guidance shown on the touch panel. Open the paper source drawer, check that the guide width is correct and there is no folded/curled paper or overloading, and then close the drawer.
  • Page 40 1 TROUBLESHOOTING FOR THE HARDWARE Press the [USER] tab to enter the [USER] menu, and [DRAWER]. 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. Clearing a Paper Jam...
  • Page 41 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Confirm that the paper size is correctly detected if you selected [AUTO (mm)] or [AUTO (inch)] at step 8. The detected paper size is indicated on the drawer button in the equipment status indication area on the left. An incorrect paper size or “...
  • Page 42 1 TROUBLESHOOTING FOR THE HARDWARE Try copying or printing again. Jam when printing from the FAX Pull out the drawer in which paper jams occurred and remove all the paper from it. If such paper jams occur though [AUTO (mm)] or [AUTO (inch)] has been selected as the paper size, this is caused by the incorrect size detection of the paper placed in the drawer.

  • Page 43: Clearing Paper Jams Caused By A Wrong Paper Type Setting

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Clearing paper jams caused by a wrong paper type setting Paper jams occur when there is a mismatch between the type of paper in a drawer and the one registered for the drawer in the equipment.
  • Page 44 1 TROUBLESHOOTING FOR THE HARDWARE Press [YES] when “Cancel print job?” appears. The print job is cancelled. 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 type set in the equipment after the paper jam is cleared.
  • Page 45 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Press the drawer button indicated in the message, and [PAPER TYPE]. Press the paper type 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 46 1 TROUBLESHOOTING FOR THE HARDWARE Place the paper corresponding to the set type in the drawer. 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.

  • Page 47: 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.45 “Staple jam in the finisher” P.46 “Staple jam in the Saddle Stitch unit” Staple jam in the finisher Open the front cover of the finisher.

  • Page 48: Staple Jam In The Saddle Stitch Unit

    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. 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 does not move.
  • Page 49 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Remove the staple cartridge. Raise the guide while holding the knob. 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 50 1 TROUBLESHOOTING FOR THE HARDWARE Return the Saddle Stitch unit to its original position. Close the front cover of the finisher. Clearing a Staple Jam...

  • Page 51: 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. Replacing a Toner Cartridge...
  • Page 52 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 53 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Shake the new toner cartridge strongly with its label side down to loosen the toner inside. Pull out the seal in the direction of the arrow. Insert the new toner cartridge straight until it stops. Close the front cover of the equipment.

  • Page 54: Replacing A "Near Empty" Toner Cartridge

    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 55 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Press [REPLACE TONER CARTRIDGE]. To replace a toner cartridge, press [YES]. To cancel, press [NO]. If you press [YES], go to the next step. If you press [NO], the previous screen appears. Press the button for the toner color you intend to replace.
  • Page 56 1 TROUBLESHOOTING FOR THE HARDWARE To replace the toner cartridge, press [YES]. To cancel, press [NO]. If you press [YES], go to the next step. If you press [NO], the previous screen appears. Replace the toner cartridge. P.49 “Replacing a Toner Cartridge” for the correct procedure. Press [FINISH].

  • Page 57: 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 58 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 59: 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.57 “Refilling the Finisher staples” P.58 “Refilling the Saddle Stitch unit staples” Refilling the Finisher staples Open the front cover of the finisher.

  • Page 60: Refilling The Saddle Stitch Unit Staples

    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 it 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 61 1 TROUBLESHOOTING FOR THE HARDWARE 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.
  • Page 62 1 TROUBLESHOOTING FOR THE HARDWARE Return the Saddle Stitch unit to its original position. Close the front cover of the finisher. Refilling With Staples...

  • Page 63: 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 cover of the Hole Punch Unit. Pull out the hole punch dust bin. Dispose of the paper punchings.

  • Page 65: Troubleshooting For Copying

    TROUBLESHOOTING FOR COPYING This chapter describes how to troubleshoot the problems of copy function and copy output. Copying Problems........................64...

  • Page 66: 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 the Copying Guide.
  • Page 67 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 69: Troubleshooting For Printing

    TROUBLESHOOTING FOR PRINTING This chapter describes how to troubleshoot the problems on printing. Print Job Problems ........................ 68 Clearing print job errors ............................68 Cannot remember the document password for a Private Print job...............69 Printing a document including many graphics takes time..................69 Printer Driver Problems ......................

  • Page 70: 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 71: 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 72: 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 73: 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 74: 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.86 “Printing Problems (Network Related)” Cannot print with the equipment (network connection problems) Problem Description I cannot perform printing with the equipment.

  • Page 75: 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. 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 76: 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.

  • Page 77: Troubleshooting For Scanning

    TROUBLESHOOTING FOR SCANNING This chapter describes how to troubleshoot the problems of scanning. Scanning Problems........................ 76 Cannot E-mail my scans ............................76 Cannot find the data saved in the shared folder....................76...

  • Page 78: 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 79: Troubleshooting For E-Filing

    TROUBLESHOOTING FOR e-Filing This chapter describes how to troubleshoot the problems on e-Filing. e-Filing Web Utility Problems....................78 e-Filing Web Utility terminates the session......................78 Numerous sub windows repeatedly appear ......................78 Displaying the items in the Contents Frame takes a long time................78 Error messages ..............................79...

  • Page 80: 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 81: 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 82 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. File format doesn’t correspond. Please contact Administrator. Contact your administrator to convert the archive file and try again.
  • Page 83 TROUBLESHOOTING FOR NETWORK CONNECTIONS This chapter describes how to troubleshoot the problems on network connections. Locating the Equipment in the Network................82 Cannot locate the equipment in the network ......................82 Cannot locate the equipment with Local Discovery....................83 Equipment does not respond to ping command ....................84 LDAP Search and Authentication Problems................

  • Page 84: 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 85: 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, 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 86: 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 87: 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 88: 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 89: 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 90: 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 91: Setup Needs To Copy Windows Nt Files

    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 92: Location Does Not Contain Information About Your Hardware

    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 93: 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 94: 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 95 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 ............94 Error Messages ........................96 Error Codes..........................98 Error codes on print jobs ............................98 Error codes on transmission and reception ......................100 Error codes on scan jobs............................103...

  • Page 96: 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 97 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.14 “Clearing a Paper Jam”...

  • Page 98: 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 Cover Open - Please Close Cover. Close the front cover. Paper Feeding Cover Open - Please Close Cover.
  • Page 99 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess TopAccess Message Corrective Action Toner Not Recognized - Please Check Toner. Check and adjust the toner bottle. Black Toner Empty - Please Install New Toner Cartridge. Replace the black toner. P.49 “Replacing a Toner Cartridge”. Cyan Toner Empty - Please Install New Toner Cartridge.

  • Page 100: 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 101 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action Font download failure Since there is no space in HDD, the font cannot be registered. Delete at 4612 least one font. Font download failure Since an error has occurred, the font cannot be registered. Perform 4613 downloading again or regenerate the font data first.

  • Page 102: 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 0012 Original jam Remove the jammed original. 0013 Door open Firmly close the open door. 0020 Power interruption Check the power interruption report. Interruption by paper jams during direct Remove the jammed paper and reattempt the transmission.
  • Page 103 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess 7.CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action SMTP client OFF Ask your administrator to enable the SMTP Client and perform the job 1C70 again. SMTP authentication error Confirm that the login name and password are correct. If SSL is enabled, 1C71 make sure that SSL port number is correctly set.
  • Page 104 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action File I/O error Ask the sender to resend the Email. If the error still occurs, contact your 3F10, 3F20 service representative. Error Codes...

  • Page 105: 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 106 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action Invalid address specified in To: field Make sure that there is no unpermitted character in the Destination mail address. Delete any unpermitted 2C6C character and reset the appropriate Destination mail address, then try again.
  • Page 107 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess 7.CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action Failure to connect to network destination Check Make sure that the network folder is shared in your destination path. network and try scanning again. If the error still persists, 2D62 ask your administrator to check whether the IP address or path of the server is correct.
  • Page 108 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 2E40 format.When this error occurs in conversion other than to a highly compressed PDF format, turn the power...
  • Page 109 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess 7.CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action Failure to process print image Make sure that the Function List can be printed out. Try 2B51 printing again. If the error still persists, contact your service representative.
  • Page 110 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action Mailbox name not allowed Check if there is an unpermitted character in the 2553 mailbox name in the mail server. Error Codes...
  • Page 111 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..........110 General operations .............................

  • Page 112: 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 113: 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 unsuited for the Check whether the original is suitable for the equipment. equipment.

  • Page 114: 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 115: Index

    INDEX ............ 89 Network Fax driver ............... 87 Novell print ............72 AppleTalk print ..............14 Paper jam .............14 Clearing paper jam ....... 36 caused by a wrong paper size setting ..............73 Clients ...... 41 caused by a wrong paper type setting ..........70 Command line option ..............
  • Page 116 ........55 Waste toner box - replacing INDEX...
  • Page 117 FC-5540C/6540C/6550C OME10004800...
  • Page 118 MULTIFUNCTIONAL DIGITAL COLOR SYSTEMS Troubleshooting Guide 2-17-2, HIGASHIGOTANDA, SHINAGAWA-KU, TOKYO, 141-8664, JAPAN R100520I9000-TTEC 2011-03 ©2011 TOSHIBA TEC CORPORATION All rights reserved...

This manual is also suitable for:

E-studio 6540cE-studio 6550c

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