Toshiba e-studio355 Troubleshooting Manual
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Toshiba e-studio355 Troubleshooting Manual

Multifunctional digital systems
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See also: Service Handbook , Operator's Manual
MULTIFUNCTIONAL DIGITAL SYSTEMS

Troubleshooting Guide

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  • Page 1: Troubleshooting Guide

    MULTIFUNCTIONAL DIGITAL SYSTEMS Troubleshooting Guide...
  • Page 2 ©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 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 Messages Displayed on the Touch Panel ................9 Clearing a Paper Jam ......................12 Locating a paper jam ......................12 Clearing a paper jam ......................13 Paper jam in the Reversing Automatic Document Feeder (optional) (Lower) ..... 14 Paper jam in the Reversing Automatic Document Feeder (optional) (Upper) .....
  • Page 6 Cannot remember the document password for a Private Print job........82 Printer Driver Problems ......................83 Cannot print (port setting problems) ..................83 Command line options not processed ................. 83 Retrieval of printer configuration failed ................83 Cannot print a job as expected using PS3 printer driver ............. 84 Cannot change settings on the [Fonts] tab and the [Configuration] tab ......
  • Page 7 Chapter 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Hardware Status Icons on TopAccess [Device] Tab............108 Error Messages ........................110 Error Codes........................... 114 Error codes on print jobs ....................114 Error codes on transmission and reception ............... 116 Error codes on scan jobs....................119 Chapter 8 WHEN SOMETHING IS WRONG WITH THE EQUIPMENT When You Think Something Is Wrong With the Equipment..........
  • 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. Messages Displayed on the Touch Panel ................9 Clearing a Paper Jam......................12 Locating a paper jam ............................12 Clearing a paper jam ............................13 Paper jam in the Reversing Automatic Document Feeder (optional) (Lower) ............14...
  • Page 10 Removal and Installation of the Exit Support Tray ............. 73...

  • Page 11: Messages Displayed On The Touch Panel

    RECOGNIZED) it is not installed correctly. P.54 “Replacing a Toner Cartridge” A toner cartridge not recommended Use a TOSHIBA-recommended toner cartridge. by TOSHIBA is being used. P.54 “Replacing a Toner Cartridge” READY (HOLE PUNCH DUST BIN IS Hole punch dust bin is full of paper Remove the paper punchings.
  • Page 12 Install the toner cartridge correctly. it is not installed correctly. P.54 “Replacing a Toner Cartridge” A toner cartridge not recommended Use a TOSHIBA-recommended toner cartridge. by TOSHIBA is being used. P.54 “Replacing a Toner Cartridge” Toner near Empty Toner is running out.
  • Page 13 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Error Codes The error codes indicating the status of the equipment may appear on the touch panel. You can find the listings of these error codes in Chapter 7. P.114 “Error Codes” Messages Displayed on the Touch Panel...

  • Page 14: 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 15: Clearing A Paper Jam

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Clearing a paper jam Clear the paper jam Clear the paper jam following the guidance shown on the touch panel. Press to scroll the pages. After clearing the jam, close all the opened covers. The equipment starts the warm-up.

  • Page 16: Paper Jam In The Reversing Automatic Document Feeder (Optional) (Lower)

    1 TROUBLESHOOTING FOR THE HARDWARE If paper jams occur frequently The following are the common causes of paper jams. If the problem persists, check for the following situations. An unsuitable original is placed on the Reversing Automatic Document Feeder. Unavailable paper with the equipment is used. Paper sizes are not consistent between the size in a drawer or the bypass tray and the size registered in the equipment.

  • Page 17: Paper Jam In The Reversing Automatic Document Feeder (Optional) (Upper)

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Raise the original feeder tray, and remove the original under the tray. Lower the original feeder tray. Close the upper cover. Paper jam in the Reversing Automatic Document Feeder (optional) (Upper) Raise the lever and open the upper cover.
  • Page 18 1 TROUBLESHOOTING FOR THE HARDWARE Turn the dial to remove the original. Open the transport guide. Raise the guide plate under the transport guide, and remove the original under the guide plate. Close the transport guide. Close the upper cover. Clearing a Paper Jam...

  • 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 Open the cover of the drawer feeding portion. Remove the jammed paper. If the paper is jammed on the cover side, remove it as shown in the figure on the right.

  • Page 20: Paper Jam In The Paper Feed Pedestal (Optional)

    1 TROUBLESHOOTING FOR THE HARDWARE Remove the jammed paper. Close the paper feed cover. Paper jam in the Paper Feed Pedestal (optional) Open the paper feeder cover of the Paper Feed Pedestal. Remove the jammed paper. Close the paper feeder cover. Paper jam in the bypass tray Move the paper holding lever toward the outside.

  • Page 21: Paper Jam In The Automatic Duplexing Unit

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Pull out the jammed paper in the bypass tray. Place paper on the bypass tray and then move the paper holding lever toward the equipment. Paper jam in the automatic duplexing unit Be careful not to let your fingers be caught between the equipment and the duplexing unit or automatic duplexing unit.

  • Page 22: Paper Jam On The Paper Transport Path

    1 TROUBLESHOOTING FOR THE HARDWARE Remove the jammed paper while lifting up the transfer unit. Lower the transfer unit carefully and then close the automatic duplexing unit. Paper jam on the paper transport path Be careful not to let your fingers be caught between the equipment and the duplexing unit or automatic duplexing unit.

  • Page 23: Paper Jam In The Fuser Unit

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Paper jam in the fuser unit Be careful not to let your fingers be caught between the equipment and the duplexing unit or automatic duplexing unit. This could injure you. Do not touch the fuser unit or the metal portion around it. Since they are very hot, you could be burned or the shock could cause you to get your hand injured in the machine.
  • Page 24 1 TROUBLESHOOTING FOR THE HARDWARE Pulling it down Remove paper that sticks out from the exit tray side. When a finisher (optional) is installed, open the Bridge Kit (optional) cover. Remove the jammed paper. When a finisher is installed, close the Bridge Kit cover.

  • Page 25: Paper Jam In The Job Separator And The Offset Tray (Both Optional)

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Close the transport guide holding the green knob. Close the automatic duplexing unit. Paper jam in the Job Separator and the Offset Tray (both optional) The procedure below is only for e-STUDIO205L/255/305 with the Job Separator or the Offset Tray installed and not valid for e-STUDIO355/455 with the Job Separator installed.

  • Page 26: Paper Jam In The Bridge Kit (Optional)

    1 TROUBLESHOOTING FOR THE HARDWARE Close the Job Separator cover or the Offset Tray cover. Close the automatic duplexing unit. Paper jam in the Bridge Kit (optional) Open the cover holding the handle of the Bridge Kit. Remove the paper inside the Bridge Kit. If the jammed paper cannot be removed because the right side is caught by the fuser unit, follow the steps on P.21 “Paper jam in...
  • Page 27 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Remove the jammed paper. Open the Bridge Kit cover. When the Hole Punch Unit MJ-6101 is installed, proceed to step 5. Remove the jammed paper. Proceed to step 8. When the Hole Punch Unit MJ-6101 is installed Open the Hole Punch Unit cover.
  • Page 28 1 TROUBLESHOOTING FOR THE HARDWARE Remove the jammed paper by turning the knob. Close the Hole Punch Unit cover. Close the Bridge Kit cover. 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.
  • Page 29 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Remove the jammed paper. Lower the shutter of the paper exit portion to open it. Remove the jammed paper. Open the Bridge Kit cover. When the Hole Punch Unit MJ-6101 is installed, proceed to step 7. Remove the jammed paper.
  • Page 30 1 TROUBLESHOOTING FOR THE HARDWARE When the Hole Punch Unit MJ-6101 is installed Open the Hole Punch Unit cover. Remove the jammed paper by turning the knob. Close the Hole Punch Unit cover. Close the Bridge Kit cover. 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.

  • Page 31: Paper Jam In The Saddle Stitch Finisher Mj-1024 And The Hole Punch Unit Mj-6004 (Both Optional)

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Paper jam in the Saddle Stitch Finisher MJ-1024 and the Hole Punch Unit MJ-6004 (both optional) Hold up the guide of the paper exit portion and remove the jammed paper. When the Hole Punch Unit MJ-6004 is installed, proceed to step 2. If not, go to step 6.
  • Page 32 1 TROUBLESHOOTING FOR THE HARDWARE Return the Hole Punch Unit to its original position, and close the front cover. Raise the lever, and open the upper cover of the finisher until it is locked. Remove the jammed paper. Close the upper cover of the finisher. Clearing a Paper Jam...

  • Page 33: Paper Jam In The Saddle Stitch Unit Of The Saddle Stitch Finisher Mj-1024 (Optional)

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Paper jam in the saddle stitch unit of the Saddle Stitch Finisher MJ-1024 (optional) Open the front cover of the finisher. Slide the green handle toward the right, and remove the jammed paper. Move the green handle to the right-hand side.
  • Page 34 1 TROUBLESHOOTING FOR THE HARDWARE Turn the left knob clockwise while pressing it. Remove the jammed paper from the exit portion of the saddle stitch unit. Lift the lever up and open the paper exit cover of the saddle stitch unit. Remove the jammed paper.

  • Page 35: Paper Jam In The Saddle Stitch Finisher Mj-1025 (Optional)

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Paper jam in the Saddle Stitch Finisher MJ-1025 (optional) Remove the jammed paper from the paper exit portion. Open the upper cover of the finisher. Remove the paper jammed inside of the finisher. Close the upper cover of the finisher.

  • Page 36: Paper Jam In The Hole Punch Unit Of The Saddle Stitch Finisher Mj-1025 (Optional)

    1 TROUBLESHOOTING FOR THE HARDWARE Paper jam in the Hole Punch Unit of the Saddle Stitch Finisher MJ-1025 (optional) Be careful not to let your fingers be caught between the equipment and the finisher (optional). This could injure you. Separate the finisher from the equipment. Press the lever to unlock the finisher and slowly separate it from the equipment, placing both of your hands on the front and back of the finisher.

  • Page 37: Paper Jam In The Stapler Unit Of The Saddle Stitch Finisher Mj-1025 (Optional)

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Paper jam in the stapler unit of the Saddle Stitch Finisher MJ-1025 (optional) Open the front cover of the finisher. Turn the green knob at the center clockwise until the inside of the window above the knob turns blue. Then remove the jammed paper.

  • Page 38: Paper Jam In The Saddle Stitch Unit Of The Saddle Stitch Finisher Mj-1025 (Optional)

    1 TROUBLESHOOTING FOR THE HARDWARE Paper jam in the saddle stitch unit of the Saddle Stitch Finisher MJ-1025 (optional) Be careful not to let your fingers be caught between the equipment and the finisher (optional). This could injure you. Separate the finisher from the equipment. Press the lever to unlock the finisher and slowly separate it from the equipment, placing both of your hands on the front and back of the finisher.
  • Page 39 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Turn the green knob on the lower right side clockwise and then remove the paper jammed at the exit section of the saddle stitch unit. Close the jam access cover and the front cover of the finisher. Connect the finisher to the equipment.

  • Page 40: Paper Jam In The Hanging Finisher Mj-1031 (Optional)

    1 TROUBLESHOOTING FOR THE HARDWARE Paper jam in the Hanging Finisher MJ-1031 (optional) Be careful not to let your fingers be caught between the equipment and the finisher (optional). This could injure you. Separate the finisher from the equipment. Press the lever to unlock the finisher and slowly separate it from the equipment, placing both of your hands on the front and back of the finisher.

  • Page 41: Clearing Paper Jams Caused By A Wrong Paper Size Setting

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Connect the finisher to the equipment. Move the finisher slowly toward the equipment, placing both of your hands on the front and the back of the finisher. 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 size registered for the corresponding drawer or the bypass tray in the equipment.
  • Page 42 1 TROUBLESHOOTING FOR THE HARDWARE Remove the jammed paper. Press the [POWER] button on the control panel. The equipment starts warming-up. Press the [USER FUNCTIONS] button on the control panel. Press the [USER] tab to enter the [USER] menu and press [DRAWER]. Press the drawer button indicated in the message.
  • Page 43 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Press the paper size 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. Jam when making copies or prints (using the bypass tray) Press the [POWER] button on the control panel until a sound is heard.
  • Page 44 1 TROUBLESHOOTING FOR THE HARDWARE 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 45 1 TROUBLESHOOTING FOR THE HARDWARE 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 46: 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.44 “Staple jam in a finisher” P.51 “Staple jam in the saddle stitch unit” Staple jam in a finisher Finisher MJ-1101 Open the front cover of the finisher.
  • Page 47 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. When fitting the staple cartridge, hold the green-labeled portion of the bracket securely so that the bracket will not move.
  • Page 48 1 TROUBLESHOOTING FOR THE HARDWARE Lower 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, raise the guide, and return it to its original position.
  • Page 49 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Saddle Stitch Finisher MJ-1025 Open the front cover of the finisher. Pull out the stapler unit holding the green handle. Turn the top green knob clockwise until the triangle mark and the rectangular mark are aligned as shown in the figure on the right, so that the stapler is pulled out toward you.
  • Page 50 1 TROUBLESHOOTING FOR THE HARDWARE Remove the jammed staples. Holding the knob, lower the guide, and return it to its original position. Fit the staple cartridge on the stapler. Insert the cartridge until it is fixed with a click. Return the stapler unit to the finisher. Close the front cover of the finisher.
  • Page 51 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Hanging Finisher MJ-1031 Be careful not to let your fingers be caught between the equipment and the finisher (optional). This could injure you. Separate the finisher from the equipment. Press the lever to unlock the finisher and slowly separate it from the equipment, placing both of your hands on the front and back of the finisher.
  • Page 52 1 TROUBLESHOOTING FOR THE HARDWARE Remove the jammed staples. Holding the knob, raise the guide, and return it to its original position. Fit the staple cartridge on the stapler. Insert the cartridge until it is caught by the latch and fixed with a click. Close the staple cartridge unit cover.

  • Page 53: Staple Jam In The Saddle Stitch Unit

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Staple jam in the saddle stitch unit When staples are jammed in the saddle stitch unit of the Saddle Stitch Finisher MJ-1024, follow the procedure below to clear the jam. Open the front cover of the finisher. Slowly pull out the saddle stitch unit.
  • Page 54 1 TROUBLESHOOTING FOR THE HARDWARE Remove the jammed staples. A: Stapling area Do not touch the stapling area The actual needle point could cause you personal injury. Push the knob (2) to return it to its original position. Make sure that the lever (1) is latched on the shutter. Fit the staple cartridges.
  • Page 55 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Close the 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 front cover of the finisher closed. If the test stapling does not start, make sure to check the two requirements again.

  • Page 56: Replacing A Toner Cartridge

    When the toner cartridge runs out, the message “Install New toner cartridge” appears. Replace the toner cartridge following the procedure below when you see this message. To assure optimal printing performance, we recommend that you use only genuine TOSHIBA toner cartridges. Replacing a Toner Cartridge...
  • Page 57 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 three 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 58 1 TROUBLESHOOTING FOR THE HARDWARE Pull out the toner cartridge. Never attempt to incinerate toner cartridges. Dispose of used toner cartridges in accordance with local regulations. Shake the new toner cartridge strongly with the label surface down to loosen the toner inside. Remove the protective sheet from the end of the cartridge.
  • Page 59 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Clean the charger. Hold the cleaning knob of the charger and pull it out toward you carefully until it comes to a stop. Then reinsert it in its original position carefully. Repeat this procedure two or three times. Check if the cleaning knob is fully inserted after cleaning.

  • Page 60: 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 can replace the toner cartridge with a new one, but if you do so, make sure to follow the procedure below.
  • Page 61 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]. Replace the toner cartridge. P.54 “Replacing a Toner Cartridge” for the correct procedure. Press [FINISH]. Press the [USER FUNCTIONS] or [COPY] button on the control panel. The menu returns to the BASIC menu.

  • Page 62: 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.60 “Refilling finisher staples” P.67 “Refilling saddle stitch unit staples” Refilling finisher staples Finisher MJ-1101 Open the front cover of the finisher.
  • Page 63 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 64 1 TROUBLESHOOTING FOR THE HARDWARE After the transparent cover is lifted, take 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. Push the transparent cover down to its original position, and pull out the seal bundling the staples.
  • Page 65 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Saddle Stitch Finisher MJ-1025 Open the front cover of the finisher. Pull out the stapler unit holding the green handle. Turn the top green knob clockwise until the triangle mark and the square mark are aligned as shown in the figure on the right, so that the stapler is pulled out toward you.
  • Page 66 1 TROUBLESHOOTING FOR THE HARDWARE After the transparent cover is lifted, remove 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. Push the transparent cover down to its original position, and pull out the seal bundling the staples.
  • Page 67 1 TROUBLESHOOTING FOR THE HARDWARE 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 11. Hanging Finisher MJ-1031 Be careful not to let your fingers be caught between the equipment and the finisher (optional). This could injure you.
  • Page 68 1 TROUBLESHOOTING FOR THE HARDWARE Press the buttons on both sides of the cartridge. The transparent cover of the cartridge is lifted. After the transparent cover is lifted, remove the empty staple case. Fit the new staple case into the staple cartridge. Push the staple case into the cartridge until it clicks.

  • Page 69: Refilling Saddle Stitch Unit Staples

    1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Close the staple cartridge unit cover. Connect the finisher to the equipment. Move the finisher slowly toward the equipment, placing both of your hands on the front and the back of the finisher. If the message “Check staple cartridge”...
  • Page 70 1 TROUBLESHOOTING FOR THE HARDWARE Unlock the stapler of the saddle stitch unit by pulling its handle toward you. Keep pulling the handle, and turn the stapler clockwise by about 60 degrees. The stapler is locked and cannot be turned any further when it lies almost horizontally.
  • Page 71 1 TROUBLESHOOTING FOR THE HARDWARE 1.TROUBLESHOOTING FOR THE HARDWARE Make sure that the following two requirements are met before test stapling: The finisher is securely attached on the equipment. A3, B4, A4-R, LD, or LT-R paper is loaded in the drawer When the message “Check staple cartridge in the Saddle Stitch unit”...

  • Page 72: Cleaning The Charger

    1 TROUBLESHOOTING FOR THE HARDWARE Cleaning the Charger If the inside of the charger is dirty, staining may appear on the copied image. Clean the charger following the procedure below. Open the front cover. Clean the charger. Hold the cleaning knob of the charger and pull it out toward you carefully until it comes to a stop.

  • Page 73: 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. Hole Punch Unit MJ-6101 / MJ-6004 Open the Hole Punch Unit cover. Pull out the hole punch dust bin.
  • Page 74 1 TROUBLESHOOTING FOR THE HARDWARE Dispose of the paper punchings. Push back in the hole punch dust bin. Connect the finisher to the equipment. Move the finisher slowly toward the equipment, placing both of your hands on the front and the back of the finisher. Cleaning the Hole Punch Dust Bin...

  • Page 75: Removal And Installation Of The Exit Support Tray

    If the exit support tray is removed, the alignment of a large number of printed sheets can be improved and about 500 sheets of Toshiba recommended plain paper can be loaded on the exit tray. To maintain the alignment of the printed sheets, use the exit support tray unless a large number of sheets is printed.

  • Page 77: Troubleshooting For Copying

    TROUBLESHOOTING FOR COPYING This chapter describes how to troubleshoot the problems on copying and copy output. Copying Problems........................76...

  • Page 78: 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 79 2 TROUBLESHOOTING FOR COPYING 2.TROUBLESHOOTING FOR COPYING Problem Description Cause Corrective Action Copied image has unevenness in The charger is stained. Clean the charger. the horizontal direction. P.70 “Cleaning the Charger” Copied image has black streaks The scanning area or guides are Clean them.
  • Page 81 TROUBLESHOOTING FOR PRINTING This chapter describes how to troubleshoot the problems on printing. Print Job Problems ........................ 80 Clearing print job errors ............................80 Cannot remember the document password for a Private Print job...............82 Printer Driver Problems ......................83 Cannot print (port setting problems) ........................83 Command line options not processed ........................83 Retrieval of printer configuration failed .........................83 Cannot print a job as expected using PS3 printer driver ..................84...

  • Page 82: 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 83 3 TROUBLESHOOTING FOR PRINTING 3.TROUBLESHOOTING FOR PRINTING To print by setting suitable-size paper in the drawer Press the [JOB STATUS] which is blinking. Press the drawer button whose paper size setting you intend to change. You can also select the drawer with Place the paper in the drawer.

  • Page 84: Cannot Remember The Document Password For A Private Print Job

    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 85: 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 86: Cannot Print A Job As Expected Using Ps3 Printer Driver

    3 TROUBLESHOOTING FOR PRINTING Cannot print a job as expected using PS3 printer driver Problem Description When printing with the PS3 printer driver from the application that creates the PostScript code for printing such as Adobe Acrobat, the following print options may not work correctly: Manual Scale Print Paper Size Paper Type...

  • Page 87: 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.100 “Printing Problems (Network Related)” Cannot print with the equipment (network connection problems) Problem Description I cannot perform printing with the equipment.

  • Page 88: 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 89: 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 91: Troubleshooting For Scanning

    TROUBLESHOOTING FOR SCANNING This chapter describes how to troubleshoot the problems of scanning. Scanning Problems........................ 90 Cannot E-mail my scans ............................90 Cannot find the data saved in the shared folder....................90...

  • Page 92: 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 93 TROUBLESHOOTING FOR e-Filing This chapter describes how to troubleshoot the problems on e-Filing. e-Filing Web Utility Problems....................92 e-Filing Web Utility terminates the session......................92 Numerous sub windows repeatedly appear ......................92 Displaying the items in the Contents Frame takes a long time................92 Error messages ..............................93...

  • Page 94: 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 95: 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 96 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 97 TROUBLESHOOTING FOR NETWORK CONNECTIONS This chapter describes how to troubleshoot the problems on network connections. Locating the Equipment in the Network................96 Cannot locate the equipment in the network ......................96 Cannot locate the equipment with Local Discovery....................97 Equipment does not respond to ping command ....................98 LDAP Search and Authentication Problems................

  • Page 98: Chapter 6 Troubleshooting For Network Connections

    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 99: 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 100: 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 101: 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 102: 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 103: 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 104: 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 105: 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 106: 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 107: 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 109 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 ............108 Error Messages ........................110 Error Codes........................... 114 Error codes on print jobs ............................ 114 Error codes on transmission and reception ......................

  • Page 110: 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 111 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.12 “Clearing a Paper Jam”...

  • Page 112: 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 113 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess TopAccess Message Corrective Action Expired scan documents deleted from share folder. Expired documents are deleted automatically from the “SCAN” folder in the “SHARE_FILE” folder. Expired Sent Fax documents deleted from share folder. Expired documents are deleted automatically from the “TXFAX” folder in the “SHARE_FILE”...
  • Page 114 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess TopAccess Message Corrective Action Active Directory Domain - Verification of the Ticket has failed Verify the user name and password and try again. If the problem persists please contact the administrator. Active Directory Domain-The Domain specified could not be found Enter the correct domain name in network settings. If the problem persists please contact the administrator for the correct realm name for your server.
  • Page 115 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess TopAccess Message Corrective Action Encapsulation mode mismatch Check the IPsec mode (Transport/Tunnel) in MFP and peer. Peer IP Address mismatch Remote Traffic selector mismatch. Check the destination address/ port in IPsec filter. Local IP Address mismatch Local traffic selector mismatch.

  • Page 116: 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 117 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 118: 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 119 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 120 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 121: 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 122 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 123 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 124 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 125 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..........124 General operations .............................124 Originals and paper ............................125 Regular Maintenance ......................

  • Page 126: 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 127: 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 128: 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. Do not use such solvents as thinner or benzine when cleaning the surface of the equipment.

  • Page 129: Index

    INDEX ............85 LPR print ............85 AppleTalk print ............103 N/W-Fax driver ...... 58 “Near Empty” toner cartridge - replacing Cleaning ..........103 Network Fax driver ..............70 charger ............. 101 Novell print ..........71 hole punch dust bin ..........126 regular maintenance ..............86 Clients ..............
  • Page 130 ............85 SMB print Staple jam - clearing ............44 Finisher MJ-1101 ........49 Hanging Finisher MJ-1031 ........45 Saddle Stitch Finisher MJ-1024 saddle stitch unit of the Saddle Stitch Finisher ..............51 MJ-1024 ............60 Staples - refilling ............60 Finisher MJ-1101 ........65 Hanging Finisher MJ-1031 ........61 Saddle Stitch Finisher MJ-1024 ........63...
  • Page 131 DP-2090/2520/3000/3570/4570 OME08017800...
  • Page 132 MULTIFUNCTIONAL DIGITAL SYSTEMS Troubleshooting Guide 2-17-2, HIGASHIGOTANDA, SHINAGAWA-KU, TOKYO, 141-8664, JAPAN R081120G8700-TTEC 2009-03 ©2009 TOSHIBA TEC CORPORATION All rights reserved...

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