TROUBLESHOOTING GUIDE 05/12/2009 PRODUCT CODE: D014/D015 APPLICABLE MODEL: GESTETNER - MP C6000/MP C7500 LANIER - LD260c/LD275c RICOH - MP C6000/MP C7500 SAVIN - C6055/C7570 GENERAL: The attached document is the troubleshooting guide for the D014/D015. Please use this guide as a supplement to your service manual. New items appear in bold typeface. TABLE OF CONTENTS: 1. PAPER FEED ERRORS ...................................................................... 2 2. COPY PROCESS ..............................
1. PAPER FEED ERRORS Subject Symptom TSB # Cause Solution Note None at this time.
2. COPY PROCESS Subject Toner leakage Symptom TSB # Cause During Process Control at the first power-on, the machine supplies too much toner to the development unit The developer bottle is not locked into place when it is attached. Solution Note At the next service visit, set SP 3501-003 to “0”.
3. CONNECTIVITY Subject FTP Symptom FTPD fails at power on TSB # Firmware History Cause Network Support firmware Web service stalls If settings are changed at the same time as ScanRouter is accessing the machine. If the machine is accessed from WIM and then it goes into Energy Saver Mode for at least 30 minutes.
Subject Web Image Monitor Web Image Monitor Web Image Monitor Web Image Monitor Web Image Monitor Web Smart Device Monitor Web Smart Device Monitor Web Smart Device Monitor Web Smart Device Monitor Web Smart Device Monitor LDAP server Memory transfer Symptom The document server cannot be seen from Web Image Monitor; job names that include "%s" prevent the document server from being accessed by the web service.
Subject E-mail NetWare Web Image Monitor WSD service Cannot access the network Cannot access the network WPA Wireless LAN Wireless LAN IPsec DHCP Gigabit Ethernet Symptom Transmission is not reliable Netware settings that are unused by the EFI controller are not displayed in WIM/telnet TSB # Firmware History Firmware History Cause FCU firmware Network Support firmware Solution Install version 03.00.00 or later. Install the latest Network Support firmware. Ver. 7.11 or later.
Subject @Remote @Remote Symptom Supply call communication error Abnormal supply call e-mail TSB # Firmware History Firmware History Cause System/Copy firmware System/Copy firmware Solution Install System/Copy firmware. Install System/Copy firmware. Note Ver.1.08 or later. Ver. 1.08 or later.
4. PRINTING/SCANNING Subject Symptom Scanner stalls "Updating the destination List. Please wait..." is displayed if the address book is updated via ScanRouter during Sleep Mode. Print jobs LPR jobs submitted cancelled by an HP-UX, AIX or Netware 6.5 (SP6 or SP7) host Print jobs IPP cancelled Print jobs rejected After a job consisting of a multiple of exactly 8KB (8192 bytes) is submitted via IPP TSB # Firmware History Cause Scanner firmware Solution Install the latest Scanner firmware. Note Ver. 1.
5. OPERATION PANEL Subject “Processing . . Please Wait Does not work Symptom Displayed during Scan to Email. After returning from energy saver mode. TSB # Firmware History Firmware History Cause Scanner firmware System/Copy firmware "(C, M, Y, or K) toner is almost empty" or "(C, M, Y, or K) toner is empty" Displayed on the operation panel when a brand new toner cartridge is installed.
6. SECURITY Subject Unauthorized use not logged Symptom Copying attempts not logged TSB # Cause Firmware System/Copy History firmware LDAP authentication Authentication fails on any LDAP server outside the first Kerberos Realm 64 failed attempts to login to Simplified LDAP Authentication will cause all later attempts to fail.
7. ERROR CODES Subject SC418 Symptom Static electricity builds up on the sensor and attracts toner particles. TSB # Appears mistakenly when the lower drawer unit is pulled out while the main power switch is ON. Appears mistakenly when the lower drawer unit is pulled out while the main power switch is ON. When Suspend To RAM was used.
Subject SC816 SC816 SC816 SC819 Symptom After going into Energy Saver Mode Attempting to ping the machine while it is in Energy Saver mode When the originals are removed from the ADF during the STR condition. A USB device was removed. SC819 SC819 SC819 SC819 SC819 SC866 SC984 SC991 If the machine is accessed via IPsec repeatedly without a power cycle.
Subject SC997 TSB # Firmware History Cause Network Support firmware Solution Install the latest Network Support firmware. Note Ver. 7.10.1 or later. Firmware History Network Support firmware Install the latest Network Support firmware. Ver. 7.11 or later. Firmware History Network Support firmware Install the latest Network Support firmware. Ver. 7.11or later.
8. OPTIONAL UNITS Subject Z-folder Mail box Fax Fax Fax Fax Fax USB PictBridge PostScript Copy Connector Kit SD cards Punching E-7100 controller E-7100 controller E-7100 controller Symptom After the turning main power switch OFF/ON, the SP settings for ZFolding position are canceled. Jam (b/w, one-sided, B4 with punching) Senders information not set. "Transmission Result by E-mail" does not work.
Subject E-7100 controller Symptom Group Membership is after Active Directory group is added. E-7100 controller A Harmony layer error occurs after Domain groups are added and removed. In the Configuration page, black overprint shown as “KOVRPRTCNTRL". The Dutch system can't print PS/PCL Test Page, Font List, Color Chart and Control Panel Map. When printing the configuration sheet, unknown patch (not released patch) 1TTAGD may be shown in the patch name list.
Subject E-7100 controller E-7100 controller E-7100 controller E-7100 controller E-7100 controller E-7100 controller E-7100 controller E-7100 controller E-7100 controller Symptom When selecting a printed job from the job list on the 2nd page, printed job information in the “Main” tab is not displayed. The values of preset mode become wrong when the default value of the file format is set.
Subject Cover interposer Cover interposer Cover interposer Symptom The job cannot be completed if the Inserter cover is opened. The job cannot be completed if the paper on the feeder tray is dragged out. The job cannot be completed if a jam occurs on the interposer or a downstream peripheral. TSB # Cause Firmware Cover History interposer firmware Solution Note Install Cover interposer firmware version 02.070:41 or later.
9. IMAGE PROBLEMS Subject Halo effect Symptom GW controller printing, 2-bit mode (1800 x 600 dpi) and in 4-bit mode (9600 x 600 dpi). Image outside print area Light image Occurs under certain conditions. Static electricity builds up on the sensor and attracts toner particles. Toner spots Banding Jobs combined At about 100m from the trailing edge.
10. OTHERS Subject Machine stalls Machine stalls Machine stalls Machine stalls Machine stalls Machine is too slow. Paper jam animation error. Paper type error Date and time not correct. Timer SP Mode Does not print Debug log Firmware update Symptom Power is not cycled off/on after Transfer Log cycle is enabled. If an LPR job is followed by an AppleTalk job. When a large number of jobs are stored to the hard disk. If a user logs back in after their session has timed out; “Authenticating...
Subject Energy Saver mode Symptom Cannot stay in Energy Saver mode if the On Board NIC is disabled (SP5-985-001 = 0) Communication Between the engine between PCBs and the controller failed board TSB # Firmware History Cause Sub CPU firmware Firmware System/Copy History firmware Solution Install the latest Sub CPU firmware. Note Ver. 1.08 or later. Install System/Copy firmware Ver. 1.08 or later.
