Toshiba e-studio556 Troubleshooting Manual
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Toshiba e-studio556 Troubleshooting Manual

Toshiba e-studio556 Troubleshooting Manual

Multifunctional digital systems
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MULTIFUNCTIONAL DIGITAL SYSTEMS

Troubleshooting Guide

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Summary of Contents for Toshiba e-studio556

  • Page 1: Troubleshooting Guide

    MULTIFUNCTIONAL DIGITAL SYSTEMS Troubleshooting Guide...
  • Page 2 ©2011 - 2013 TOSHIBA TEC CORPORATION All rights reserved Under the copyright laws, this manual cannot be reproduced in any form without prior written permission of TTEC.

  • Page 3: Preface

    Preface Thank you for purchasing TOSHIBA Multifunctional Digital Systems. This manual describes how to troubleshoot the problems that could occur while you are using the equipment. Keep this manual within easy reach, and use it to configure an environment that makes the 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 Misfeed....................... 13 Locating a paper misfeed ....................13 Clearing a paper misfeed ....................14 Paper misfeed in the Reversing Automatic Document Feeder (Lower) ......
  • Page 6 Client Problems ........................61 Checking the client status....................61 Hardware Problems........................ 62 Print jobs not output ......................62 Chapter 4 TROUBLESHOOTING FOR SCANNING Scanning Problems ........................ 64 Cannot E-mail my scans...................... 64 Cannot find the data saved in the shared folder..............64 Cannot perform scanning from a PC with Office 2013 ............
  • Page 7 Chapter 8 WHEN SOMETHING IS WRONG WITH THE EQUIPMENT When You Think Something Is Wrong With the Equipment..........96 General operations ......................96 Originals and paper ......................97 Regular Maintenance ......................98 INDEX ..................................99 CONTENTS...
  • Page 8 CONTENTS...
  • Page 9 TROUBLESHOOTING FOR THE HARDWARE This chapter describes how to troubleshoot problems with paper, toner and other finishing processes. This chapter also describes how to supply the paper, toner and staples. When This Screen Is Displayed ....................8 Messages Displayed on the Touch Panel ................10 Clearing a Paper Misfeed.......................

  • 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. Replace the new toner cartridge.  P.40 “Replacing a Toner Cartridge” The equipment requires adjusting by a service technician. Contact your service representative with the error code displayed on the right side of 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 Call for service The equipment requires adjusting by Contact your service representative with the error a service technician. code displayed on the right side of the touch panel. Never attempt to repair, disassemble or modify the equipment by yourself.
  • Page 14 1 TROUBLESHOOTING FOR THE HARDWARE Message Problem Description Corrective Action Toner near Empty Toner is running out. Some toner is still left in the toner cartridge while this message is displayed. You do not have to replace the toner cartridge yet. Prepare a new toner cartridge.

  • Page 15: Clearing A Paper Misfeed

    1 TROUBLESHOOTING FOR THE HARDWARE Clearing a Paper Misfeed  Locating a paper misfeed The equipment stops copying when the original or copy paper is misfed. Paper misfeeds are notified on the touch panel as follows: Error code Error message Guidance for clearing paper misfeeds Paper misfeed symbols...

  • Page 16: Clearing A Paper Misfeed

    1 TROUBLESHOOTING FOR THE HARDWARE  Clearing a paper misfeed Remove paper misfed inside the equipment after you have cleared all other misfeeds. If you fail to clear all other misfeeds first, the misfed paper may be torn and left inside the equipment. Clear the paper misfeed Clear the paper misfeed following the guidance shown on the touch panel.

  • Page 17: Paper Misfeed In The Reversing Automatic Document Feeder (Lower)

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Do not touch the transfer belt. Do not touch the transfer belt when removing the paper misfed inside the equipment. Doing so may cause damage on the equipment or result in a poor output.

  • Page 18: Paper Misfeed In The Reversing Automatic Document Feeder (Upper)

    1 TROUBLESHOOTING FOR THE HARDWARE Close the Reversing Automatic Document Feeder.  Paper misfeed in the Reversing Automatic Document Feeder (Upper) Raise the lever and open the upper cover. Remove the original. Turn the inner green dial and remove the misfed original.

  • Page 19: Paper Misfeed In The Drawers

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 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 misfeed in the drawers Open the paper source drawer, and remove the misfed paper.

  • Page 20: Paper Misfeed In The Drawer Of The Tandem Large Capacity Feeder

    1 TROUBLESHOOTING FOR THE HARDWARE  Paper misfeed in the drawer of the tandem large capacity feeder Open the drawer of the tandem large capacity feeder, and remove the misfed paper. Check that there is no folded/curled paper or overloading, and then close the drawer of the tandem large capacity feeder.

  • Page 21: Paper Misfeed In The External Large Capacity Feeder (Optional)

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE  Paper misfeed 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. Operate the lever on the External Large Capacity Feeder (optional) and separate it from the equipment.

  • Page 22: Paper Misfeed In The Finisher, Hole Punch Unit And Inserter (All Optional)

    1 TROUBLESHOOTING FOR THE HARDWARE Check that there is no folded/curled paper or overloading, and then close the drawer of the Large Capacity Feeder. Be sure that the height of the stacked paper does not exceed the line indicated in the guide plate on the rear side. Connect the External Large Capacity Feeder to the equipment.
  • Page 23 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Close the Hole Punch Unit cover. Remove the misfed paper from the entrance of the finisher. When the Inserter is installed, pull out the lever to open its inserter cover. Remove the misfed paper and close the inserter cover.
  • Page 24 1 TROUBLESHOOTING FOR THE HARDWARE Raise the paper feeding tray of the Inserter, and then remove the misfed paper. Open the upper cover of the finisher. Raise the lever "1" and remove the misfed paper. Raise the lever "2" and remove the misfed paper. Hold the green lever in the rear side of the finisher to open the guide.
  • Page 25 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Remove the misfed paper. Remove paper from the paper exit side of the finisher. Close the upper cover of the finisher. Return the paper feed tray of the Inserter to its original position. When the Saddle Stitch Finisher and the Inserter are installed together, open the front cover of the Inserter.
  • Page 26 1 TROUBLESHOOTING FOR THE HARDWARE When the Saddle Stitch Finisher and the Inserter are installed together, close the lower cover of the Inserter. When the Saddle Stitch Finisher is installed, open its lower front cover. Turn the right-hand green dial counterclockwise until it stops.

  • Page 27: Paper Misfeed Inside Of The Equipment

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Remove the misfed paper. Close the paper exit cover of the saddle stitch unit and the lower cover of the Saddle Stitch Finisher. Connect the finisher to the equipment. Connect the finisher with the equipment while pressing the lock lever. Place your hand on portion A in the figure and then move the finisher carefully.
  • Page 28 1 TROUBLESHOOTING FOR THE HARDWARE Remove the misfed paper from the drawer. Close the feeder cover. Open the bypass cover on the upper right of the equipment. Remove the misfed paper. Close the bypass cover. When the External Large Capacity Feeder (optional) is installed, connect it with the equipment.
  • Page 29 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Open the exit cover. Remove paper that sticks out from the paper exit cover side and middle of the reverse unit. Do not touch the metal portion of the reverse unit (A in the figure) or the guide plate (B in the figure).
  • Page 30 1 TROUBLESHOOTING FOR THE HARDWARE Turn the lever of the transfer/transport unit clockwise by 90 degrees to unlock it. Then pull out the transfer/ transport unit until it stops. Hold the green lever and raise the fuser unit cover to open it.

  • Page 31: Clearing Paper Misfeeds Caused By A Wrong Paper Size Setting

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Close the front cover of the equipment.  Clearing paper misfeeds caused by a wrong paper size setting Paper misfeeds occur when there is a mismatch between the size of the paper in a drawer or the bypass tray and the size registered for the corresponding drawer or the bypass tray in the equipment.
  • Page 32 1 TROUBLESHOOTING FOR THE HARDWARE Press [YES] when “Cancel print job?” appears. The print job is canceled. 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 size set in the equipment after the paper misfeed is cleared.
  • Page 33 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 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 and try copying or printing again.

  • Page 34: Misfeed When Printing From The Fax

    1 TROUBLESHOOTING FOR THE HARDWARE Press [YES] when “Cancel print job?” appears. The print job is canceled. If you do not want to cancel the print job To restart the job without canceling it, replace the paper on the bypass tray with that corresponding to the size set in the equipment after the paper misfeed is cleared.
  • Page 35 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE 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 36: 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.34 “Staple jam in the Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028” ...

  • Page 37: Staple Jam In The Saddle Stitch Finisher Mj-1029

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Holding the knob, raise the guide, and return it to its original position. Fit the staple cartridge into the stapler. Insert the cartridge until the lever of the stapler goes up to be fixed securely.
  • Page 38 1 TROUBLESHOOTING FOR THE HARDWARE Lower the guide while holding the knob. Do not touch the stapling area (A in the figure). The actual needle point could cause you personal injury. Remove all jammed staples with something sharp. Holding the knob, raise the guide, and return it to its original position.

  • Page 39: Staple Jam In The Saddle Stitch Unit

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE  Staple jam in the saddle stitch unit Open the lower front cover of the finisher. Slowly pull out the saddle stitch unit. Pull the stapler handle on the saddle stitch unit toward you to unlock it.
  • Page 40 1 TROUBLESHOOTING FOR THE HARDWARE Remove the jammed staples. Push the knob to lower the shutter. Check that the shutter is securely held by the latch of the green lever. Fit the staple cartridge. Insert each cartridge until it is fixed with a click. Unlock the stapler by pulling its handle toward you.
  • Page 41 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Close the lower front cover of the finisher. Test stapling starts automatically. Test stapling is necessary to prevent void stapling. Note that the test stapling starts automatically when the two requirements in step 11 are met with the lower cover of the Saddle Stitch Finisher closed. If the test stapling does not start, make sure to check the two requirements again.

  • Page 42: Replacing A Toner Cartridge

    When the toner cartridge runs out, the message “Open the toner cover Install new toner cartridge” appears. Replace the toner cartridge following the procedure below when you see this message. To assure an optimal printing performance, we recommend that you use TOSHIBA toner cartridges. Replacing a Toner Cartridge...
  • Page 43 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 44 1 TROUBLESHOOTING FOR THE HARDWARE Take out the empty toner cartridge in the arrow direction. Never attempt to incinerate toner cartridges. Dispose of used toner cartridges in accordance with local regulations. Shake the new toner cartridge well to loosen the toner inside.

  • Page 45: 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 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 46 1 TROUBLESHOOTING FOR THE HARDWARE Press [REPLACE TONER CARTRIDGE]. To replace a toner cartridge, press [YES]. To cancel, press [NO]. Replace the toner cartridge. See  P.40 “Replacing a Toner Cartridge” for the correct procedure. Press [FINISH]. Replacing a Toner Cartridge...

  • Page 47: 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.45 “Refilling Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028 staples” ...

  • Page 48: Refilling Saddle Stitch Finisher Mj-1029 Staples

    1 TROUBLESHOOTING FOR THE HARDWARE Pull out the seal bundling the staples straight. Fit the staple cartridge into the stapler. Insert the cartridge until the lever of the stapler goes up to be fixed securely. Close the front cover of the finisher. If the message “Check staple cartridge”...
  • Page 49 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Press the buttons on both sides of the staple cartridge to open the cover. Pull out the empty staple case. Fit the new staple case into the staple cartridge. Push the staple case into the cartridge until it clicks. In this step, do not remove the seal bundling the staples.

  • Page 50: Refilling Saddle Stitch Unit Staples

    1 TROUBLESHOOTING FOR THE HARDWARE Close the front cover of the finisher. If the message “Check staple cartridge” remains, repeat the procedure above from steps 1 to 8.  Refilling saddle stitch unit staples When the staples of the saddle stitch unit stapler in the Saddle Stitch Finisher have run out, refill them following the procedure below.
  • Page 51 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Fit the new staple cartridge. Insert each cartridge until it is fixed with a click. Unlock the stapler of the saddle stitch unit by pulling its handle toward you, and lower the stapler to its original position.

  • Page 52: 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 Hole Punch Unit cover. Pull out the hole punch dust bin. Dispose of the paper punchings.

  • Page 53: Troubleshooting For Copying

    TROUBLESHOOTING FOR COPYING This chapter describes how to troubleshoot the problems on copying and copy output. Copying Problems........................52...

  • Page 54: 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 55 2 TROUBLESHOOTING FOR COPYING 2.TROUBLESHOOTING FOR COPYING Problem Description Cause Corrective Action Copied image has black streaks The scanning area or guides are Clean them.  P.98 “Regular Maintenance” in the horizontal direction. stained. Copying Problems...
  • Page 57 TROUBLESHOOTING FOR PRINTING This chapter describes how to troubleshoot the problems on printing. Print Job Problems ........................ 56 Clearing print job errors ............................56 Cannot remember the document password for a Private Print job...............57 Printing a document including many graphics takes time..................57 Printer Driver Problems ......................

  • Page 58: 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 59: 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 60: 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 61: 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 62: 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.74 “Printing Problems (Network Related)”  Cannot print with the equipment (network connection problems) Problem Description I cannot perform printing with the equipment.

  • Page 63: 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. ...

  • Page 64: 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 65: Troubleshooting For Scanning

    TROUBLESHOOTING FOR SCANNING This chapter describes how to troubleshoot the problems of scanning. Scanning Problems........................ 64 Cannot E-mail my scans ............................64 Cannot find the data saved in the shared folder....................64 Cannot perform scanning from a PC with Office 2013 ..................64...

  • Page 66: 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 67 TROUBLESHOOTING FOR e-Filing This chapter describes how to troubleshoot the problems on e-Filing. e-Filing Web Utility Problems....................66 e-Filing Web Utility terminates the session......................66 Numerous sub windows repeatedly appear ......................66 Displaying the items in the Contents Frame takes a long time................66 Error messages ..............................67...

  • Page 68: 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 69: 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 70 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 71 TROUBLESHOOTING FOR NETWORK CONNECTIONS This chapter describes how to troubleshoot the problems on network connections. Locating the Equipment in the Network................70 Cannot locate the equipment in the network ......................70 Cannot locate the equipment with Local Discovery....................71 Equipment does not respond to ping command....................72 LDAP Search and Authentication Problems................

  • Page 72: 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 73: 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 74: 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 ...

  • Page 75: 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.

  • Page 76: 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 77: 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 ...

  • Page 78: 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.  ...

  • Page 79: 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. ...

  • Page 80: 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 81: 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 82: 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 83 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 ............82 Error Messages ........................84 Error Codes..........................86 Error codes on print jobs ............................86 Error codes on transmission and reception ......................87 Error codes on scan jobs............................89...

  • Page 84: 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 85 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 Misfeed This icon indicates a paper misfeed occurred. It also indicates the location of the paper misfeed. ...

  • Page 86: 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. Messages concerning color printing are displayed only on MFPs and copiers that support color printing. TopAccess Message Corrective Action Cover Open - Please Close Cover.
  • Page 87 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess TopAccess Message Corrective Action Open the front cover, and clean the slit glass and main charger. Clean the slit glass and the main chargers. Toner Not Recognized - Please Check Toner. Check and adjust the toner bottle. Black Toner Empty - Please Install New Toner Cartridge.

  • Page 88: 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 89: Error Codes On Transmission And Reception

    7 CHECKING THE EQUIPMENT STATUS WITH TopAccess 7.CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action Not authorized to store in e-Filing The user has not been authorized to perform this operation. Ask your 4313 administrator. Not authorized to send a Fax/iFax The user has not been authorized to perform this operation.
  • Page 90 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action HDD full failure during processing Reduce the number of pages of the job in error and perform it again. 1C60 Check whether the server or local disk has sufficient space in its disk capacity.

  • Page 91: Error Codes On Scan Jobs

    7 CHECKING THE EQUIPMENT STATUS WITH TopAccess 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 book and ask the sender to resend the Email with the correct fax numbers.
  • Page 92 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action Creating a file was not allowed Creating an unencrypted file was not allowed. 2C44 Configure the encryption settings and try again. To create an unencrypted file, consult the administrator. Failure in making meta data Make sure that the template setting is correct, and do 2C45...
  • Page 93 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess 7.CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action Failure to create file Make sure that the access privilege to the storage directory is writable and also that the disk in the directory has enough space, and then try again.
  • Page 94 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action Not enough memory Wait for a while and try again. If the error still persists, 2E11 turn the power OFF and then back ON, and make another effort. Invalid parameter specified If you are using a template, create it again.
  • Page 95 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess 7.CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action Authentication for WS Scan failed When Fax & Scan of Windows is used with the WIA driver, check if the user name for the login is registered. 2A60 When the control panel or EWB of the equipment is used, check if the user name for the login is registered.
  • Page 96 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Error Code Problem Description Corrective Action 2BF2 Reached the maximum number of folders Delete the folders from the boxes. Network Settings Syntax error, command unrecognized Check whether the Terminal mail address and Destination mail address are correct. Check whether 2500 the mail server is operating properly.
  • Page 97 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 describes the daily care for the equipment. When You Think Something Is Wrong With the Equipment..........96 General operations ...............................96 Originals and paper ..............................97 Regular Maintenance ......................

  • Page 98: 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 (the Copying Guide and the Printing Guide respectively).

  • Page 99: 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 misfed. The original is unavailable on the Check whether the original is available on the equipment. equipment.

  • Page 100: 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. ...

  • Page 101: Index

    INDEX ............ 77 Network Fax driver ............... 75 Novell print ............60 AppleTalk print ............13 Paper misfeed Cleaning ....... 29 caused by a wrong paper size setting ..........50 hole punch dust bin ..............13 locating ..........98 regular maintenance ........... 15 occurs frequently ..............61 Clients...
  • Page 102 INDEX...
  • Page 103 DP-5560/6560/7560/8560 OME110062D0...
  • Page 104 MULTIFUNCTIONAL DIGITAL SYSTEMS Troubleshooting Guide 1-11-1, OSAKI, SHINAGAWA-KU, TOKYO, 141-8562, JAPAN R110620K0904-TTEC Ver04 F 2013-11 ©2011 - 2013 TOSHIBA TEC CORPORATION All rights reserved...

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