Oki ES9465 Troubleshooting Manual Download Page 103 | Manualshive

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6 TROUBLESHOOTING FOR NETWORK CONNECTIONS

Client Software Authentication Problems 101

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.

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Summary of Contents for ES9465

Page 1: ...MULTIFUNCTIONAL DIGITAL COLOR SYSTEMS Troubleshooting Guide ES9465 MFP ES9475 MFP...

Page 2: ...2013 Oki Data Corporation All rights reserved Under the copyright laws this manual cannot be reproduced in any form without prior written permission of Oki Data...

Page 3: ...3 Operating System y The official name of Windows Server 2008 is Microsoft Windows Server 2008 Operating System y Microsoft Windows Windows NT and the brand names and product names of other Microsoft...

Page 4: ......

Page 5: ...e Punch Unit 25 Paper misfeed in the Saddle Stitch Finisher and the Hole Punch Unit 29 Paper misfeed in the Saddle Stitch unit of the Saddle Stitch Finisher 32 Paper misfeed in the Inner Finisher and...

Page 6: ...ng Web Utility terminates the session 88 Numerous sub windows repeatedly appear 88 Displaying the items in the Contents Frame takes a long time 88 Error messages 89 Chapter 6 TROUBLESHOOTING FOR NETWO...

Page 7: ...vice Tab 104 Error Messages 106 Error Codes 108 Error codes on print jobs 108 Error codes on transmission and reception 109 Error codes on scan jobs 111 Chapter 8 WHEN SOMETHING IS WRONG WITH THE EQUI...

Page 8: ...6 CONTENTS...

Page 9: ...plexing unit 22 Paper misfeed on the paper transport path 23 Paper misfeed in the fuser unit 23 Paper misfeed in the Bridge Kit 25 Paper misfeed in the Finisher and the Hole Punch Unit 25 Paper misfee...

Page 10: ...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 For the major examples see the following pages P 10 Messag...

Page 11: ...acing the Waste Toner Box 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 Never attempt...

Page 12: ...int head P 64 Cleaning the Main Chargers and LED Print Heads Check the original and set it again The original is misfed inside of the Reversing Automatic Document Feeder Remove the misfed original fol...

Page 13: ...s contact your service representative for maintenance or repair of the internal parts of the equipment Examine stapler in the Saddle Stitch unit Staple jam has occurred in the stapler of the saddle st...

Page 14: ...that time y If you want to replace the toner cartridge though some toner is still left follow the procedure below P 53 Replacing a Near Empty toner cartridge y Black and white print is available while...

Page 15: ...Displayed on the Touch Panel 13 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...

Page 16: ...Feeder upper P 17 3 Fuser unit P 23 4 Automatic duplexing unit P 22 5 MPT P 21 6 Tray feeding portion P 18 7 Large Capacity Feeder P 19 or Paper Feed Pedestal P 19 8 Paper transport path P 23 9 Trays...

Page 17: ...t more difficult to remove See also that no pieces of torn paper are left inside the equipment When the paper misfeed sign remains after removing the misfed paper Depending on the timing of the occurr...

Page 18: ...not consistent between the size in a tray or the MPT and the size registered in the equipment y All the misfed paper has not been removed y There is too much of a gap between the paper and the side or...

Page 19: ...Reversing Automatic Document Feeder Upper 1 Raise the lever and open the upper cover 2 Remove the original 3 Turn the inner green dial and remove the misfed original 4 Raise the green lever and open t...

Page 20: ...ide 8 Lower the original feeder tray Paper misfeed in the tray feeding portion 7 Raise the original feeder tray and remove the original under the tray 9 Close the upper cover 2 1 1 Open the feeder cov...

Page 21: ...apacity Feeder Paper misfeed in the Paper Feed Pedestal If the paper is misfed on the cover side remove it as shown in the figure on the right 1 Open the feeder cover of the Large Capacity Feeder on t...

Page 22: ...fed paper and close the feeder cover 1 Open the paper source tray and remove the misfed paper 2 Check that the guide width is correct there is no folded curled paper or overloading and then close the...

Page 23: ...n close the tray of the Large Capacity Feeder Be sure that the height of the stacked paper does not exceed the line indicated inside of the side guides 2 1 1 Move the green paper holding lever toward...

Page 24: ...be caught between the equipment and the duplexing unit cover or automatic duplexing unit cover This could injure you 4 Lower the green lever carefully and then close the automatic duplexing unit cove...

Page 25: ...en the equipment and the duplexing unit cover or automatic duplexing unit cover This could injure you y Do not touch the fuser unit or the metal portion around it Since they are very hot you could be...

Page 26: ...hen release the misfed paper Pull the misfed paper up or down as shown in the illustrations depending on the position of the paper Pulling it up Pulling it down 3 Remove the paper from the exit sectio...

Page 27: ...and the Hole Punch Unit Paper misfeed in the upper stacker 6 When the finisher is installed close the Bridge Kit cover 1 Open the cover holding the handle of the Bridge Kit 2 Remove the misfed paper i...

Page 28: ...Unit is installed 2 Remove the misfed paper 3 Open the cover holding the handle of the Bridge Unit When the Hole Punch Unit is installed proceed to step 5 4 Remove the misfed paper Proceed to step 8...

Page 29: ...cker of the finisher Place your hands on the near and far side of the lever and push to close the tray until it clicks Be careful not to let your fingers be caught between the finisher body and the st...

Page 30: ...wer the shutter of the paper exit portion and remove the paper 4 Open the cover holding the handle of the Bridge Unit When the Hole Punch Unit is installed proceed to step 6 5 Remove the misfed paper...

Page 31: ...10 Close the upper stacker of the finisher Place your hands on the near and far side of the lever and push to close the tray until it clicks Be careful not to let your fingers be caught between the fi...

Page 32: ...feed 2 Open the cover of the Hole Punch Unit when it is installed 3 Open the front cover of the finisher 4 Remove the misfed paper from the right or left 5 Open the cover holding the handle of the Bri...

Page 33: ...the cover of the Bridge Unit 8 Lower the shutter of the paper exit portion and remove the paper 10 Close the upper stacker of the finisher Place your hands on the near and far side of the lever and pu...

Page 34: ...it of the Saddle Stitch Finisher 11 Close the cover of the Hole Punch Unit when it is installed 12 Close the front cover of the finisher 1 Remove the misfed paper from the exit side of the Saddle Stit...

Page 35: ...unit depending on the location where the misfeeding occurs In this case follow step 7 4 Raise the lever and open the upper stacker of the finisher 5 Open the cover of the Hole Punch Unit when it is in...

Page 36: ...the finisher can also be closed by pressing the right side of the lever 8 Turn the green knob to lower the paper until it is hidden 9 Holding the green knob return the guide to the left 10 Pull out t...

Page 37: ...UBLESHOOTING FOR THE HARDWARE 12 Remove the misfed paper 13 Remove the paper from the inside of the Saddle Stitch unit 14 Close the transport guide 15 Holding both green knobs with your fingers open t...

Page 38: ...17 Remove the paper 18 Raise the two green levers 19 Holding both green knobs with your fingers close the transport guide on the left 20 Return the Saddle Stitch unit to its original position 21 Close...

Page 39: ...e the front cover of the finisher 1 Lift up the control panel and then open the front cover of the finisher 2 While holding the green lever move the finisher to the left until it stops 3 Pull down the...

Page 40: ...nch Unit is installed and used for punching holes while pulling the green dial toward you turn it to align the yellow marks on the parts 7 Turn the upper green dial counterclockwise to remove the misf...

Page 41: ...e holding the green lever open the Hole Punch Unit to remove the misfed paper 12 Return the Hole Punch Unit to its original position 13 Carefully return the finisher to its original position Do not pu...

Page 42: ...st clearing the misfed paper does not prevent another paper from being misfed Be sure to follow the procedure below Troubleshooting differs depending on how the paper misfeed has occurred P 40 Misfeed...

Page 43: ...e print job To restart the job without canceling it replace the paper in the tray with that corresponding to the size set in the equipment after the paper misfeed is cleared Then if you press NO in st...

Page 44: ...if you selected AUTO mm or AUTO inch in step 8 The detected paper size is indicated on the tray button in the equipment status indication area on the left An incorrect paper size or indicates an unsuc...

Page 45: ...t in the equipment after the paper misfeed is cleared Then if you press NO in step 2 the job can be restarted In this case it is not necessary to follow step 3 and later 3 Place the paper on the MPT a...

Page 46: ...idance shown on the touch panel Then close all the trays and covers Printing resumes 3 Check that the guide width is correct and there is no folded curled paper or overloading and then close the tray...

Page 47: ...wing the procedure below P 45 Staple jam in the finisher P 49 Staple jam in the Saddle Stitch unit Staple jam in the finisher Finisher Saddle Stitch Finisher 1 Open the front cover of the finisher 2 R...

Page 48: ...allen between the staple cartridge and the staple case or the ones in the staple receiver 7 Fit the staple cartridge into the stapler When fitting the staple cartridge hold the green labeled portion o...

Page 49: ...he green lever move the finisher to the left until it stops 3 Open the Hole Punch Unit while pushing the green lever 4 Remove the staple cartridge 5 Lower the guide while holding the knob Do not touch...

Page 50: ...taple case or the ones in the staple receiver 9 Fit the staple cartridge into the stapler Insert the cartridge until it is caught by the latch and fixed with a click 10 Return the Hole Punch Unit to i...

Page 51: ...it 12 Close the front cover of the finisher 1 Open the front cover of the finisher and pull out the Saddle Stitch unit until it stops 2 Remove the staple cartridge 3 Raise the guide while holding the...

Page 52: ...he knob lower the guide and return it to its original position 6 Fit the staple cartridge Insert the cartridge until it is caught by the latch and secured with a click 7 Return the Saddle Stitch unit...

Page 53: ...nction This function notifies you when there is little toner remaining in the cartridge as well as notifying it to your authorized service representative automatically by the remote service Image qual...

Page 54: ...left hand Never attempt to incinerate toner cartridges Dispose of used toner cartridges and waste toner boxes in accordance with local regulations 3 Shake the new toner cartridge strongly with its la...

Page 55: ...oner 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 1 Pre...

Page 56: ...WARE 54 Replacing a Toner Cartridge 2 Press the TONER tab 3 Press REPLACE TONER CARTRIDGE 4 To replace a toner cartridge press YES To cancel press NO If you press YES go to the next step If you press...

Page 57: ...Press the button for the color you intend to replace 6 To replace the toner cartridge press YES To cancel press NO If you press YES go to the next step If you press NO the previous screen appears 7 Re...

Page 58: ...r boxes in accordance with local regulations 1 Open the front cover of the equipment 2 Put your fingers in the waste toner box front grooves and take it out toward you pushing down the top latch Never...

Page 59: ...Clean the LED print head Perform steps 5 to 11 on P 64 Cleaning the Main Chargers and LED Print Heads 5 Put the used waste toner box in the plastic bag and seal it with adhesive tape 7 Push the new w...

Page 60: ...aples P 61 Refilling Saddle Stitch unit staples Refilling finisher staples Finisher Saddle Stitch Finisher 1 Open the front cover of the finisher 2 Remove the staple cartridge 3 Take the empty staple...

Page 61: ...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...

Page 62: ...aple case while pushing both sides as shown in the figure 6 Fit a new staple case on the staple cartridge Push the staple case hook into the staple cartridge socket until you hear a click 7 Fit the st...

Page 63: ...nd or fingers on the top of the finisher when closing it They could be caught and this could injure you 10 Close the front cover of the finisher 1 Open the front cover of the finisher and pull out the...

Page 64: ...taple cartridge Insert it to the rear until it clicks In this step do not remove the seal bundling the staples 6 Press down the transparent cover of the cartridge Press it down until it clicks 7 Pull...

Page 65: ...1 TROUBLESHOOTING FOR THE HARDWARE Refilling With Staples 63 1 TROUBLESHOOTING FOR THE HARDWARE 9 Return the Saddle Stitch unit to its original position Close the front cover of the finisher...

Page 66: ...ite or color streaks in the horizontal direction P 72 1 Open the front cover of the equipment 2 Pull out the cleaner until the mark appears and return it Repeat this 3 times for each of the 4 colors T...

Page 67: ...e out the LED print head cleaner inside the cover 7 Hold the cleaner with the arrow mark side up Do not touch the pad at the top of the cleaner because the toner on the pad may stick to your hands and...

Page 68: ...eaner with its top on the right and its holding side on the left Check that the cleaner is fixed to the cover 11 Return the 4 green levers located under the toner cartridges 12 Push the waste toner bo...

Page 69: ...nisher Saddle Stitch Finisher Hole Punch Unit 3 Dispose of the paper punchings 4 Push back in the hole punch dust bin 5 Close the Hole Punch Unit cover Inner Finisher Hole Punch Unit 1 Open the Hole P...

Page 70: ...ile pushing the green lever 4 After moving the hole punch dust bin to the left pull it toward you 6 Push back in the hole punch dust bin 7 Return the Hole Punch Unit to its original position 8 Careful...

Page 71: ...and LG place the paper exit stopper back in its original location y When the finisher or inner finisher is installed in the equipment use the paper exit stopper installed in its original location Remo...

Page 72: ......

Page 73: ...2 TROUBLESHOOTING FOR COPYING This chapter describes how to troubleshoot the problems on copying and copy output Copying Problems 72...

Page 74: ...Document Feeder is not fully lowered Lower it fully to block outside light The original glass platen sheet scanning area and guide are stained Clean them P 120 Regular Maintenance The copy density is...

Page 75: ...if AUTO COLOR is selected for the color mode Some color originals may be copied in black and white y Originals with very little colored part y Overall blackish originals y Originals in light color Set...

Page 76: ......

Page 77: ...lems 78 Cannot print port setting problems 78 Cannot print SNMP Community Name problems 78 Command line options not processed 78 Retrieval of printer configuration failed 79 Cannot change settings on...

Page 78: ...by placing paper on the MPT 1 Press the JOB STATUS which is blinking 2 Place paper of the size specified with the computer on the MPT and press the START button Printing is performed Press JOB STATUS...

Page 79: ...delete it either way below is required Contact the administrator of the equipment y Enter the administrator s password in the Private Print job list on the touch panel and delete the job For details r...

Page 80: ...e same as the device name set from the touch panel 6 Click the General Tab and click Print Test Page to confirm that the settings are correct Cannot print SNMP Community Name problems Problem Descript...

Page 81: ...m Description The Device Settings tab is grayed out and their settings cannot be changed Corrective Action Users who do not have the privilege to change the printer driver setting cannot change the op...

Page 82: ...ows 8 or Windows Server 2012 as a print server printing via the Windows Print Server is recommended If you cannot use the Windows Print Server in your network use LPR print instead No Check Yes No Cor...

Page 83: ...k print Problem Description y Text will be printed as striped lines for an email message y Some text is not printed in a document y When a web browser is used the web page is not printed in spite of t...

Page 84: ...f the problem persists after you have followed all of the steps contact your service representative No Check Yes No Corrective Action 1 Does the equipment work properly Are copy jobs output properly N...

Page 85: ...settings of the software such as printer drivers caused the problem However a hardware error is possible if none of the clients can print the jobs Try the steps on the checklist below If the problem...

Page 86: ......

Page 87: ...4 TROUBLESHOOTING FOR SCANNING This chapter describes how to troubleshoot the problems of scanning Scanning Problems 86 Cannot E mail my scans 86 Cannot find the data saved in the shared folder 86...

Page 88: ...tings refer to the TopAccess Guide For details on e mailing the scanned image refer to the Scanning Guide Cannot find the data saved in the shared folder Problem Description I have scanned a document...

Page 89: ...es how to troubleshoot the problems on e Filing e Filing Web Utility Problems 88 e Filing Web Utility terminates the session 88 Numerous sub windows repeatedly appear 88 Displaying the items in the Co...

Page 90: ...ing session and the e Filing session ends Finish your current operation before you close the window Corrective Action 3 Operating the main window while the sub window is displayed leads to the message...

Page 91: ...or deleting the data in boxes for making hard disk space Paste failed Disk is full Erase unnecessary data using the administrative function or deleting the data in boxes for making hard disk space Sav...

Page 92: ...ment 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 tr...

Page 93: ...s or touch panel disabled after LDAP search 95 LDAP authentication takes a long time 95 Printing Problems Network Related 96 SMB print in a Windows operating system environment 96 Raw TCP or LPR print...

Page 94: ...the hub and or NIC of the equipment and the client machine Do the hardware components appear to be functioning properly Next Step Contact your service representative 5 Confirm whether the Ethernet ca...

Page 95: ...m If your network only supports the IPX SPX protocol make sure that the most current version of Novell Client software is installed Next Step See the vendor s website for information about product upd...

Page 96: ...equipment respond to the ping End Next Step 5 Can you ping the equipment from any other computer within the same network If not the equipment might have an IP address that is out of range or invalid...

Page 97: ...hentication on the touch panel Corrective Action Try the checklist below If the problem remains unsolved contact your service representative No Check Yes No Corrective Action 1 Is the LDAP server corr...

Page 98: ...en IPv4 is supported Set up the WINS server address correctly or enter 0 0 0 0 for the WINS server address to disable the WINS service When IPv6 is supported Enable LLMNR for the IPv6 setting referrin...

Page 99: ...t print with the equipment network connection problems No Check Yes No Corrective Action 1 Are the IPX SPX protocols enabled Is the correct frame type selected Next Step Set up the IPX SPX correctly 2...

Page 100: ...ntosh technical support No Check Yes No Corrective Action 1 Are the IP address properties correctly set Next Step Set up the IP address correctly 2 Is the LPR LPD print correctly set Next Step Set up...

Page 101: ...Add Printer Wizard 2 Select Add Printer from the File menu in the printer folder to start the Add Printer Wizard and perform the installation again 3 When the screen for selecting a printer is displa...

Page 102: ...s Corrective action Communication between the Fax driver and this equipment failed Make sure that this equipment is operating If not turn its power ON Connect the Fax driver with this equipment throug...

Page 103: ...e 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 Sinc...

Page 104: ......

Page 105: ...r describes how to check the status of the equipment with TopAccess Hardware Status Icons on TopAccess Device Tab 104 Error Messages 106 Error Codes 108 Error codes on print jobs 108 Error codes on tr...

Page 106: ...om the receiving tray of the Finisher y You need to remove the staples jammed in the Finisher P 45 Staple jam in the finisher y You need to remove the staples jammed in the Saddle Stitch unit P 49 Sta...

Page 107: ...o paper is left in a tray Refer to the Copying Guide Paper Misfeed This icon indicates a paper misfeed occurred It also indicates the location of the paper misfeed P 14 Clearing a Paper Misfeed Staple...

Page 108: ...Output Tray Paper Full Please Remove Paper Remove the paper from the tray Stacker Upper Paper Full Please Remove Paper Remove the paper from the tray Stacker Paper Full Please Remove Paper Remove the...

Page 109: ...artridge Yellow Toner Near Empty Please Prepare New Toner Cartridge Prepare the new toner cartridge Confirm waste toner bottle is attached and close waste toner bottle cover Confirm the waste toner bo...

Page 110: ...a card and perform printing again or contact your administrator 3 Insert the Key Counter and perform printing again 4 Clear the Schedule Print setting and perform printing again 4211 Printing data sto...

Page 111: ...till persists contact your service representative 1C10 System access abnormality Turn the power OFF and then back ON Perform the problem job again If the error still persists contact your service repr...

Page 112: ...rating it into several Emails If this error occurs due to running out of paper and too many waiting jobs being stored in the hard disk add paper to activate the other jobs 3A70 Interrupt partial Email...

Page 113: ...ll persists contact your service representative 2C11 2C62 Not enough memory Complete any running jobs first before reperforming the job in error If the error still persists turn the power OFF and then...

Page 114: ...POP Before SMTP error Confirm that the POP Before SMTP settings and POP3 settings are correct 2CC0 Job canceled The job was canceled 2CC1 Power failure occurred Make sure that the power cable is conne...

Page 115: ...on to file server failed Check user name and password Make sure that you specify the correct user name and password to log on the file server or you specify the correct file server Then try scanning...

Page 116: ...effort 2E44 Creating a file was not allowed Creating an unencrypted file was not allowed Configure the encryption settings and try again To create an unencrypted file consult the administrator 2E45 Fa...

Page 117: ...ill persists contact your service representative 2BA0 Invalid box password specified Make sure that the password is correct and try scanning again or first reset the password and then reattempt the sc...

Page 118: ...ly Turn the power OFF and then back ON Try the problem job again If the error still persists contact your service representative 2550 Mailbox unavailable Confirm that the destination Email addresses a...

Page 119: ...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 118 Ge...

Page 120: ...im The contrast of the touch panel is adjusted lower Adjust the contrast lighter Refer to Chapter 1 of the MFP Management Guide The button does not respond to my operation Saving power Press START but...

Page 121: ...guide of the tray Adjust the space between the paper and the side guide or the end guide not to take much space For details refer to Chapter 1 of the Copying Guide Hidden misfed paper has not been rem...

Page 122: ...ace of the long rectangular glass 2 Original glass Wipe it with a soft dry cloth If there are still stains remaining clean with a piece of soft cloth which has been moistened with water and then squee...

Page 123: ...a wrong paper size setting 40 locating 14 occurs frequently 16 tips on removing the misfed paper 15 Paper misfeed clearing automatic duplexing unit 22 Bridge Kit 25 Finisher and Hole Punch Unit 25 fus...

Page 124: ...122 INDEX T Toner cartridge Toner Near Empty message 53 Toner cartridge Near Empty message 53 Toner cartridge replacing 51 U User information 118 W Waste toner box replacing 56...

Page 125: ...ES9465 MFP ES9475 MFP...

Page 126: ...www okiprintingsolutions com Oki Data Corporation 4 11 22 Shibaura Minato ku Tokyo 108 8551 Japan 45686026EE...

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