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6 TROUBLESHOOTING FOR NETWORK CONNECTIONS

Client Software Authentication Problems 87

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.



Printing can be made even with incorrect user name and password

Problem Description

Even when an incorrect user name and password are entered in the log-in screen of the client software,
printing can be made.

Corrective Action

If the client software version is earlier than the system one in the equipment, printing may be performed even
when an incorrect user name and password are entered.
Install the latest client software.

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Summary of Contents for E-Studio 557

Page 1: ...MULTIFUNCTIONAL DIGITAL SYSTEMS Troubleshooting Guide ...

Page 2: ... 2014 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: ...alled options The illustration screens used in this manual are for paper in the A B format If you use paper in the LT format the display or the order of buttons in the illustrations may differ from that of your equipment This equipment provides the scanning printing function as an option However this optional scanning printing function is already installed in some models Indicates a potentially ha...

Page 4: ... products are trademarks of Microsoft Corporation in the US and other countries Apple AppleTalk Macintosh Mac Mac OS Safari iPhone iPod touch and TrueType are trademarks of Apple Inc in the US and other countries AirPrint AirPrint logo and iPad are trademarks of Apple Inc IOS is a trademark or registered trademark of Cisco in the U S and other countries and is used under license Adobe Acrobat Read...

Page 5: ...addle Stitch Finisher MJ 1029 36 Staple jam in the saddle stitch unit 38 Replacing a Toner Cartridge 41 Replacing a Near Empty toner cartridge 45 Refilling With Staples 47 Refilling Finisher MJ 1027 Saddle Stitch Finisher MJ 1028 staples 47 Refilling Saddle Stitch Finisher MJ 1029 staples 48 Refilling saddle stitch unit staples 50 Cleaning the Hole Punch Dust Bin 52 Chapter 2 TROUBLESHOOTING FOR C...

Page 6: ...d to ping command 78 LDAP Search and Authentication Problems 79 Network shutdown occurs or touch panel disabled after LDAP search 79 LDAP authentication takes a long time 79 Printing Problems Network Related 80 SMB print in a Windows operating system environment 80 Raw TCP or LPR print in a Windows operating system environment 81 IPP print in a Windows operating system environment 81 Novell print ...

Page 7: ...or codes on scan jobs 98 Chapter 8 WHEN SOMETHING IS WRONG WITH THE EQUIPMENT When You Think Something Is Wrong With the Equipment 108 General operations 108 Originals and paper 109 Regular Maintenance 110 INDEX 111 ...

Page 8: ...6 CONTENTS ...

Page 9: ...acity feeder 19 Paper misfeed in the bypass tray 19 Paper misfeed in the External Large Capacity Feeder optional 20 Paper misfeed in the Finisher Hole Punch Unit and Inserter all optional 21 Paper misfeed inside of the equipment 26 Clearing paper misfeeds caused by a wrong paper size setting 30 Clearing a Staple Jam 35 Staple jam in the Finisher MJ 1027 Saddle Stitch Finisher MJ 1028 35 Staple jam...

Page 10: ...s 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 page P 10 Messages Displayed on the Touch Panel The original or copy paper is misfed Remove it following the guidance on the touch panel P 14 Clearing a Paper Misfeed A cover is open Check which cover on the touch p...

Page 11: ...g by a service technician Contact your service representative with the error code displayed on the right side of the touch panel Never attempt to repair disassemble or modify the equipment by yourself You could cause a fire or get an electric shock Always contact your service representative for maintenance or repair of the internal parts of the equipment Screen Description Remedy ...

Page 12: ...cument Feeder is incorrect Check the direction and the size of the original and then replace it on the Reversing Automatic Document Feeder Then reattempt the operation Change direction of original The orientation of the original placed on the original glass is incorrect Change the orientation of the original by 90 degrees and place it on the original glass Change from this mode Count over cannot s...

Page 13: ...No staples are left in the stapler of the finisher Refill the staples P 47 Refilling With Staples Examine Stapler Staple jam has occurred in the stapler of the finisher Remove the jammed staples P 35 Clearing a Staple Jam Saving energy press START button The equipment has entered into the energy saving mode since it has not been used for a certain time Press any of the START COPY e FILING SCAN PRI...

Page 14: ...normal operation Rebooting the equipment may correct the error Press the ACCESS and POWER buttons on the control panel simultaneously until a pip sound is heard to turn the power OFF and then turn it back ON with the POWER button 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 P...

Page 15: ... obstruction under the Finisher tray and reboot the equipment The number of originals exceeds the limits The scanned data are deleted The number of originals to be scanned has exceeded the limit of 2000 sheets during scanning The magazine sort or page number function is used Reduce the number of originals to be scanned and try again The number of originals exceeds the limits Will you copy stored o...

Page 16: ...c Document Feeder upper P 17 5 Inside of the equipment paper exit area P 26 6 Inside of the equipment paper transport area P 26 7 Bypass tray P 19 8 External Large Capacity Feeder optional P 20 9 Inside of the equipment paper feed area P 26 10 Inside of the equipment duplexing unit area P 26 11 Drawers P 18 or tandem large capacity feeder P 19 12 Inside of the equipment reversing area P 26 13 Sadd...

Page 17: ...feeds first the misfed paper may be torn and left inside the equipment Remove paper misfed inside the equipment after you have cleared all other misfeeds Remove the misfed paper carefully so as not to tear it To avoid tearing the misfed paper remove the paper slowly with both hands Using force may tear the paper making it more difficult to remove See also that no pieces of torn paper are left insi...

Page 18: ...gistered in the equipment All the misfed paper has not been removed There is too little or too much of a gap between the paper and the side guide in the drawer The amount of paper placed in a drawer exceeds the limit indicated on the side guide of the drawer Paper misfeed in the Reversing Automatic Document Feeder Lower Do not touch the transfer belt Do not touch the transfer belt when removing th...

Page 19: ...ARE Paper misfeed in the Reversing Automatic Document Feeder Upper 3 Push the green portion and close the reverse cover 4 Close the Reversing Automatic Document Feeder 1 Raise the lever and open the upper cover 2 Remove the original 3 Turn the inner green dial and remove the misfed original 2 1 ...

Page 20: ...e original feeder tray Paper misfeed in the drawers 4 Open the transport guide by raising the green lever and remove the original 6 Raise the original feeder tray and remove the original under the guide plate 8 Close the upper cover 2 1 2 1 1 Open the paper source drawer and remove the misfed paper 2 1 ...

Page 21: ...of the stacked paper does not exceed the line indicated inside of the side guides 1 Open the drawer of the tandem large capacity feeder and remove the misfed paper 2 Check that there is no folded curled paper or overloading and then close the drawer of the tandem 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 Pu...

Page 22: ...s be caught between the equipment and the External Large Capacity Feeder 1 Operate the lever on the External Large Capacity Feeder optional and separate it from the equipment 2 Remove the misfed paper by turning the green dial 3 Remove the misfed paper from the equipment 4 Pull out the drawer of the Large Capacity Feeder and remove the misfed paper 1 1 2 2 ...

Page 23: ...xceed the line indicated in the guide plate on the rear side 6 Connect the External Large Capacity Feeder to the equipment Slowly move the External Large Capacity Feeder placing your hands on the positions shown in the figure 1 Separate the finisher from the equipment while pushing the lock lever Place your hand on portion A in the figure and then move the finisher carefully 2 When the Hole Punch ...

Page 24: ...emove the misfed paper from the entrance of the finisher 6 When the Inserter is installed pull out the lever to open its inserter cover 7 Remove the misfed paper and close the inserter cover 8 Open the transport guide of the Inserter 9 Remove the misfed paper and close the transport guide 2 1 2 1 2 1 ...

Page 25: ...se the paper feeding tray of the Inserter and then remove the misfed paper 11 Open the upper cover of the finisher 12 Raise the lever 1 and remove the misfed paper 13 Raise the lever 2 and remove the misfed paper 14 Hold the green lever in the rear side of the finisher to open the guide 2 1 2 1 2 1 2 2 1 ...

Page 26: ... Inserter to its original position 15 Remove the misfed paper 16 Remove paper from the paper exit side of the finisher 19 When the Saddle Stitch Finisher and the Inserter are installed together open the front cover of the Inserter 20 Open the guide plate of the saddle stitch unit 21 Remove the misfed paper and close the transport guide 2 1 ...

Page 27: ...ose the lower cover of the Inserter 23 When the Saddle Stitch Finisher is installed open its lower front cover 24 Turn the right hand green dial counterclockwise until it stops 25 Turn the left hand green dial clockwise while pushing it 26 Remove the misfed paper from the paper exit section of the saddle stitch unit 27 Open the paper exit cover of the saddle stitch unit 2 1 ...

Page 28: ...move the misfed paper 30 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 Be careful not to let your fingers be caught between the finisher and the equipment A 1 When the External Large Capacity Feeder optional is installed operate the lever on the External Lar...

Page 29: ...over on the upper right of the equipment 6 Remove the misfed paper 8 When the External Large Capacity Feeder optional is installed connect it with the equipment Move it slowly placing your hands on the point shown in the figure 9 When the finisher optional is installed separate it from the equipment while pushing the lock lever Place your hand on portion A in the figure and then move the finisher ...

Page 30: ...touch the metal portion of the reverse unit A in the figure or the guide plate B in the figure It could burn or injure you 12 Open the front cover of the equipment 13 Turn the green dial of the fuser unit counterclockwise to remove the misfed paper 15 When the finisher is installed connect it with the equipment Connect the finisher with the equipment while pressing the lock lever Place your hand o...

Page 31: ...tops 17 Hold the green lever and raise the fuser unit cover to open it Do not touch the fuser unit and around the metal area around it It could burn or injure you 18 Turn the green dial of the fuser unit counterclockwise to remove the misfed paper 20 Push the guide down while holding the green lever and remove the misfed paper 22 Push the transfer transport unit into the equipment carefully while ...

Page 32: ...uch panel In this case just 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 30 Misfeed when making copies or prints using a drawer P 33 Misfeed when making copies or prints using the bypass tray P 33 Misfeed when printing from the FAX Misfeed when making copies...

Page 33: ...int 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 Then if you press NO in step 4 the job can be restarted In this case it is not necessary to follow step 5 and later 6 Press the USER tab to enter the USER menu and press DRAWER 5 Press the USER FUNCTIONS button on the control pa...

Page 34: ... a Paper Misfeed 7 Press the drawer button indicated in the message 8 Press the paper size button corresponding to the paper placed in the drawer and OK 9 Press the USER FUNCTIONS button to return to the basic menu and try copying or printing again ...

Page 35: ...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 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 bypass tray and set the paper size 4 Try copying or printing again Misfeed when printi...

Page 36: ...dance shown on the touch panel Then close all the drawers 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 drawer Be sure that the height of the stacked paper does not exceed the line indicated inside of the side guides ...

Page 37: ...1028 P 36 Staple jam in the Saddle Stitch Finisher MJ 1029 P 38 Staple jam in the saddle stitch unit Staple jam in the Finisher MJ 1027 Saddle Stitch Finisher MJ 1028 1 Open the front cover of the finisher 2 Lower the lever of the stapler to release the lock and then take out the staple cartridge 3 Lower the guide while holding the knob Do not touch the stapling area The actual needle point could ...

Page 38: ...Finisher MJ 1029 5 Holding the knob raise the guide and return it to its original position 6 Fit the staple cartridge into the stapler Insert the cartridge until the lever of the stapler goes up to be fixed securely 1 Open the front cover of the finisher 2 Fully raise the lever of the staple cartridge and pull the cartridge out 2 1 ...

Page 39: ...touch the stapling area A in the figure The actual needle point could cause you personal injury 4 Remove all jammed staples with something sharp 5 Holding the knob raise the guide and return it to its original position 6 Fit the staple cartridge into the stapler Insert the staple cartridge until you hear a click sound the staple cartridge is latched Then lower the lever slightly 2 1 ...

Page 40: ...le stitch unit toward you to unlock it Then turn the stapler clockwise by 60 degrees The stapler is locked and cannot be turned further when it lies almost horizontally 4 Remove the staple cartridge Pull up the staple cartridge while pushing both sides 5 While pushing the green lever downward pull up the shutter with the knob Do not touch the stapling area The actual needle point could cause you p...

Page 41: ... B4 A4 R LD or LT R paper is set in the drawer 6 Remove the jammed staples 7 Push the knob to lower the shutter Check that the shutter is securely held by the latch of the green lever 8 Fit the staple cartridge Insert each cartridge until it is fixed with a click 9 Unlock the stapler by pulling its handle toward you Then return the stapler to its original position 10 Carefully insert the saddle st...

Page 42: ...apling 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 Then open and again close the lower cover of the Saddle Stitch Finisher ...

Page 43: ...rtridge 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 ...

Page 44: ...uipment Cartridge detecting function This function checks if the toner cartridge is correctly installed and notifies you if it is not Toner remaining check function 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 If you are using a toner cartridge other than the on...

Page 45: ...ncinerate toner cartridges Dispose of used toner cartridges in accordance with local regulations 4 Shake the new toner cartridge well to loosen the toner inside 5 Pull out the seal in the direction of the arrow 6 Align the toner cartridge with the orange portion of the holder and insert it securely If it is hard to insert the toner cartridge rotate it little by little to insert it in the correct p...

Page 46: ...TING FOR THE HARDWARE 44 Replacing a Toner Cartridge 8 Close the toner cover on the front of the equipment Toner supplying operation automatically starts 7 Place the toner cartridge holder pushing it until it stops ...

Page 47: ...ere 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 This procedure is needed to reset the toner counter to display the next Toner near Empty message at the proper time 1 Press JOB STATUS 2 Press the TONE...

Page 48: ...RE 46 Replacing a Toner Cartridge 3 Press REPLACE TONER CARTRIDGE 4 To replace a toner cartridge press YES To cancel press NO 5 Replace the toner cartridge See P 41 Replacing a Toner Cartridge for the correct procedure 6 Press FINISH ...

Page 49: ...ling Saddle Stitch Finisher MJ 1029 staples P 50 Refilling saddle stitch unit staples Refilling Finisher MJ 1027 Saddle Stitch Finisher MJ 1028 staples 1 Open the front cover of the finisher 2 Lower the lever of the stapler to release the lock and then take out the staple cartridge 3 Take the empty staple case out of the staple cartridge 4 Fit a new staple case on the staple cartridge Push the sta...

Page 50: ...le cartridges one is for 100 sheet staples and the other is for 50 sheet ones If you replace the staple cartridge with the other type turn the power of the equipment OFF and then back ON after replacing it 5 Pull out the seal bundling the staples straight 6 Fit the staple cartridge into the stapler Insert the cartridge until the lever of the stapler goes up to be fixed securely 1 Open the front co...

Page 51: ...5 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 6 Pull out the seal bundling the staples straight Then close the cover 7 Fit the staple cartridge into the stapler Insert the staple cartridge until you hear a click sound the staple cartridge is latched Then lower the lever slightly 2...

Page 52: ...in the Saddle Stitch Finisher have run out refill them following the procedure below 1 Open the lower front cover of the finisher 2 Slowly pull out the saddle stitch unit 3 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...

Page 53: ...K STAPLER is displayed 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 8 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 Then open and again close the lower cover of the Saddle S...

Page 54: ...Punch Dust Bin When the hole punch dust bin becomes full dispose of the paper punchings following the procedure below 3 Dispose of the paper punchings 4 Push back in the hole punch dust bin 5 Close the Hole Punch Unit cover 1 Open the Hole Punch Unit cover 2 Pull out the hole punch dust bin ...

Page 55: ...2 TROUBLESHOOTING FOR COPYING This chapter describes how to troubleshoot the problems on copying and copy output Copying Problems 54 ...

Page 56: ...g a Toner Cartridge Copy density is set too light Darken the density manually or try the automatic density mode Copied image is too dark Copy density is set too dark Lighten the density manually or try the automatic density mode Copied image has stains The Reversing Automatic Document Feeder is not fully lowered Lower them fully to block the outside light The original glass platen sheet scanning a...

Page 57: ... cover the original For details refer to Chapter 4 of the Copying Guide The original is larger than the printable area The outside part of the printable area cannot be copied Copied image is blurred There is a gap between the original glass and the original Lower the Reversing Automatic Document Feeder fully so that the original fully contacts the platen glass The copy paper is damp Replace it wit...

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Page 59: ...blems 60 Cannot print port setting problems 60 Cannot print SNMP Community Name problems 60 Command line options not processed 60 Retrieval of printer configuration failed 61 Cannot change settings on the Device Settings tab 61 Network Connection Problems 62 Cannot print with the equipment network connection problems 62 Cannot print with SMB print 62 Cannot print properly with AppleTalk print 63 C...

Page 60: ...cing paper on the bypass tray 1 Press the JOB STATUS which is blinking 2 Place paper of the size specified with the computer on the bypass tray and press the START button Printing starts Press JOB STATUS when printing has been completed Printing by selecting a paper size already placed in another drawer You can perform printing with the paper already placed in the drawers Some part of the image ma...

Page 61: ...ete it either way below is required Contact the administrator of the equipment Enter the administrator s password in the Private Print job list on the touch panel and delete the job For details refer to the Printing Guide Log on to TopAccess with the administrator s password and delete the job in the Print Job list For details refer to the TopAccess Guide Printing a document including many graphic...

Page 62: ... from the touch panel print may be univ or ps3 depending on the printer driver you use 6 Click the General Tab and click Print Test Page to confirm that the settings are correct Cannot print SNMP Community Name problems Problem Description I cannot perform printing with the equipment Corrective Action Check if the SNMP community names are the same in the following 3 settings Equipment TCP IP port ...

Page 63: ...em 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 options in the Device Settings tab Please log on with the Administrator No Check Yes No Corrective Action 1 Is the equipment turned on Next Step Turn on the equipment 2 Can you connect the computer to ...

Page 64: ...r 2008 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 Corrective Action 1 Have you set the protocol settings so they are compatible with your network and client protocol settings Next Step Set up the proper protocol 2 Have you set up the appropriate type s...

Page 65: ...eTalk print Problem Description Text will be printed as striped lines for an email message Some text is not printed in a document When a web browser is used the web page is not printed in spite of the print job being sent to the equipment Corrective Action If the errors above occur with AppleTalk print use LPR print instead ...

Page 66: ...u 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 Next Step Check the device status displayed in the Device page of TopAccess 2 See the Device page of TopAccess Are the options specified for the job supported by the hardware configuration Next Step If not delete the job install the...

Page 67: ...per 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 persists after you have followed all of the steps contact your service representative Also refer to the Printing Guide for more information on resolving output errors caused by software settings No...

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Page 69: ...ANNING This chapter describes how to troubleshoot the problems of scanning Scanning Problems 68 Cannot E mail my scans 68 Cannot find the data saved in the shared folder 68 Cannot perform scanning from a PC with Office 2013 68 ...

Page 70: ... a document and saved the copy in the shared folder of the equipment but cannot locate the saved file Corrective Action For Windows OS search the network for the equipment using the search function of Explorer The data are stored in the equipment s shared folder named FILE_SHARE For Macintosh make sure that the OS version is Mac OS X 10 3 x or later a client computer running Mac OS X 10 2 x or ear...

Page 71: ...bes how to troubleshoot the problems on e Filing e Filing Web Utility Problems 70 e Filing Web Utility terminates the session 70 Numerous sub windows repeatedly appear 70 Displaying the items in the Contents Frame takes a long time 70 Error messages 71 ...

Page 72: ...your e Filing 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 This operation will end your e Filing session and the processing displayed on the sub window ends Do not operate the main window until the processing on the sub window has been completed Nu...

Page 73: ...e data in boxes for making hard disk space Cannot insert Page The Disk is full Erase unnecessary data using the administrative function or deleting the data in boxes for making hard disk space Cannot archive Documents The Disk is full Erase unnecessary data using the administrative function or deleting the data in boxes for making hard disk space Cannot upload archived file The Disk is full Erase ...

Page 74: ...u specified already exists Please try again Use a name that does not exist in the box Another user is archiving or uploading Please try again later The document is being archived or uploaded by another user Try again after the other user has finished The Maximum Possible Archive Size exceeded Archiving is not Possible An archive file larger than 2 GB cannot be created Make sure that the archive fi...

Page 75: ... 79 LDAP authentication takes a long time 79 Printing Problems Network Related 80 SMB print in a Windows operating system environment 80 Raw TCP or LPR print in a Windows operating system environment 81 IPP print in a Windows operating system environment 81 Novell print in a NetWare environment 82 Macintosh environment 83 UNIX Linux environment 83 Network Fax N W Fax Driver Problems 84 N W Fax Dri...

Page 76: ...located the equipment configure the port that it is mapped correctly to the device 3 Can you locate other computers connected to the same network Next Step Check the network settings on the client computer to make sure that they are compatible with the network settings on the equipment 4 Check the link LED activity on the hub and or NIC of the equipment and the client machine Do the hardware compo...

Page 77: ...ent If necessary change the network settings on the equipment After the communication comes back online can you see the equipment in the network Next Step Set up the NetBIOS name of the device correctly 7 If the network environment is using complex subnet or supernet structures is the IP address used by the equipment within the network structures range of valid addresses End Contact your local net...

Page 78: ...nd the software is the same 3 Confirm that the protocol suite installed on the client computer has been updated with the latest software for the given operating system 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 updates and technical supports 4 Prin...

Page 79: ... the Unit Serial Number part of the device name Next Step Contact your service representative 10 Check link activities on the port being used by the equipment and the integrity of the network cable hub or switch that connects the equipment to the network Replace any network components that you can tell or suspect are faulty End No Check Yes No Corrective Action ...

Page 80: ...e 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 Next Step Contact your local network specialist for a valid IP address for the equipment 6 Can you ping to another computer within the same network Next Step Check the computer s protocol settings to...

Page 81: ...thentication 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 correctly running Next Step Confirm that the LDAP server is correctly running 2 Is the LDAP server setting correctly set End Enter the correct LDAP setting Re enter the correct password carefully because...

Page 82: ...2 Is the Microsoft computer name device name unique Next Step Set up the device name correctly 3 Is the workgroup name valid and correctly entered Next Step Set up the workgroup correctly 4 When IPv4 is supported Is the WINS server address correctly set When IPv6 is supported Is LLMNR for the IPv6 setting enabled Next Step When IPv4 is supported Set up the WINS server address correctly or enter 0 ...

Page 83: ... Refer to the Software Installation Guide to configure the proper port 6 Can you print to the equipment End See the following section to fix the problem P 62 Cannot print with the equipment network connection problems 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 HTTP server on the equipment enabled Next Step Enab...

Page 84: ...ings correctly 4 Did you configure the equipment for NetWare print service Next Step Set up the NetWare print service correctly 5 Were the proper printer drivers installed Next Step Refer to the Software Installation Guide to install the proper printer drivers 6 Is the IPP port configured with the correct URL Next Step Refer to the Software Installation Guide to configure the proper port 7 Can you...

Page 85: ...tation or contact Macintosh 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 the LPD print service correctly 3 Did you successfully install the UNIX Linux filters Next Step Refer to the Software Installation Guide to install UNIX Linux filters 4 Did you s...

Page 86: ... driver the end user did not choose the Have Disk option instead the user selected the printer name from the Add Printer list Corrective action 1 Cancel the 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 displayed select Have Disk 4 Select Use Existing D...

Page 87: ...the installation procedure was not completed Corrective action Delete the driver and either reinstall it from the Client Utilities User Documentation DVD or download it from this equipment N W Fax Driver General Errors Could not connect to the MFP device appears Problem description When users are trying to access to the properties of the N W Fax driver an error message Could not connect to the MFP...

Page 88: ... 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 Corrective action Set the file name of the printer driver in 30 letters or less ...

Page 89: ...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 Printing can be made even with incorrect user name and password Problem Description Even when an incorrect user name and password are entered in the log in screen of the client software printing can be made Corrective Action If the client software ve...

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Page 91: ...apter describes how to check the status of the equipment with TopAccess Hardware Status Icons on TopAccess Device Tab 90 Error Messages 92 Error Codes 94 Error codes on print jobs 94 Error codes on transmission and reception 95 Error codes on scan jobs 98 ...

Page 92: ...from the receiving tray of the Finisher You need to remove the staples jammed in the Finisher P 35 Staple jam in the Finisher MJ 1027 Saddle Stitch Finisher MJ 1028 You need to remove the staples jammed in the Saddle Stitch unit P 38 Staple jam in the saddle stitch unit You need to clear the hole punch paper bits from the Hole Punch Unit P 52 Cleaning the Hole Punch Dust Bin The recommended toner ...

Page 93: ...o 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 P 14 Clearing a Paper Misfeed Staples Empty This icon indicates no staples are left in the Finisher P 47 Refilling With Staples Call for Service Contact your service representative to have the equipment inspected ...

Page 94: ...en Please Close Drawer 4 Close the drawer Automatic Duplexing Unit Cover Open Please Close Cover Close the automatic duplexing unit cover Relay Unit Cover Open Please Close Cover Close the Bridge Unit cover Finisher Joint Cover Open Please Close Cover Close the Finisher joint cover Finisher Door Open Please Close Door Close the Finisher door Lower Tray Delivery Cover Open Please Close Cover Close ...

Page 95: ...oner Empty Please Install New Toner Cartridge Replace the cyan toner See P 41 Replacing a Toner Cartridge Magenta Toner Empty Please Install New Toner Cartridge Replace the magenta toner See P 41 Replacing a Toner Cartridge Yellow Toner Empty Please Install New Toner Cartridge Replace the yellow toner See P 41 Replacing a Toner Cartridge Black Toner Near Empty Please Prepare New Toner Cartridge Pr...

Page 96: ...or about it 4111 The number of prints has become 0 The number of prints specified in department and user management has become 0 at the same time Set the number again or perform initialization 4112 The number of prints has become 0 The number of prints specified in user management has become 0 Set the number again or perform initialization 4113 The number of prints has become 0 The number of print...

Page 97: ...1 Image data generation failure Check if the file to be printed is broken Perform printing again or use another printer driver 4412 Double sign encoding error A double sign encoding error occurred because the PDF file is encrypted in unsupported script Printing the file in this function is impossible 4611 Font download failure Since the available number of fonts is exceeded the font cannot be regi...

Page 98: ... 1C15 Exceeding file capacity Ask your administrator to change the Fragment Page Size setting for the Internet Fax setting or reduce the number of pages and try again 1C30 1C33 Disk access error Complete any running jobs first before performing the job in error If the error still persists turn the power OFF and then back ON and try again 1C40 Image conversion abnormality Turn the power OFF and the...

Page 99: ...r Ask the sender to resend the Email 3A30 Partial Email timeout error Ask the sender to resend the Email or change the Partial Wait time setting 3A40 Invalid partial Email received Ask the sender to resend the partial Email in the RFC2046 format 3A50 HDD full error Ask the sender to resend the Email by separating it into several Emails If this error occurs due to running out of paper and too many ...

Page 100: ...ateway job The equipment cannot perform offramp gateway transmission for more than 40 destinations 3D30 Fax unit is not installed Make sure that the Fax unit is installed or connected correctly 3E10 POP3 server communication error Ask your administrator whether the POP3 server address is correctly set and whether the POP3 server works properly If SSL is enabled make sure that SSL port number is co...

Page 101: ...rt 2C44 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 2C45 Failure in making meta data Make sure that the template setting is correct and do the scanning again If the error still persists turn the power OFF and then back ON and then try again 2C60 HDD full failure ...

Page 102: ...Power failure occurred Make sure that the power cable is connected properly and is inserted securely Resend the job Save as File 2D10 2D12 2D13 Wrong Job status Turn the power OFF and then back ON Try it again If the error still persists contact your service representative 2D11 Not enough memory Wait for a while and try again If the error still persists turn the power OFF and then back ON and make...

Page 103: ...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 2D45 Failure in making meta data Make sure that the template setting is correct and do the scanning again If the error still persists turn the power OFF and then back ON and then try again 2D62 Failure to connect to network destin...

Page 104: ...d parameter specified If you are using a template create it again If the error still persists turn the power OFF and then back ON and then try again 2E15 Exceeding maximum file capacity Divide the file into several files or reattempt in a single page format 2E30 Failure to create directory Make sure that the access privilege to the storage directory is writable and also that the disk in the direct...

Page 105: ... try scanning again 2E66 HDD full failure during processing Reduce the number of pages of the problem job and try again Check whether the server or local disk has sufficient space in its capacity 2EC0 Job canceled The job was canceled 2EC1 Power failure occurred Make sure that the power cable is connected properly and is inserted securely Resend the job Remote Scan WS Scan File Downloader 2A20 Fai...

Page 106: ...f the error still persists contact your service representative 2B71 The storage period of e Filing documents will expire Check whether any necessary documents are stored in e Filing The documents will be deleted in a few days 2B80 The HDD for storing e Filing data is running out of space Delete all unnecessary documents in e Filing 2B90 Insufficient memory Turn the power OFF and then back ON Try s...

Page 107: ...ect Check whether the mail server is operating properly Turn the power OFF and then back ON Try the problem job again 2503 Bad sequence of commands Check whether the mail server is operating properly Turn the power OFF and then back ON Try the problem job again If the error still persists contact your service representative 2504 Command parameter not implemented Check whether the mail server is op...

Page 108: ......

Page 109: ... 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 108 General operations 108 Originals and paper 109 Regular Maintenance 110 ...

Page 110: ...hold the POWER button until the ON OFF lamp lights to clear the Super Sleep mode Refer to the Quick Start Guide The touch panel is dim The contrast of the touch panel is adjusted lower Adjust the contrast lighter Refer to the MFP Management Guide The button does not respond to my operation Saving energy Press START button appears on the touch panel The equipment is in the energy saving mode Press ...

Page 111: ...thin the height limit line indicated on the side guide There is too little or too much clearance between the paper and the side guide of the drawer 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 removed Check the sign again on the touch panel to see where the misfeed ...

Page 112: ...long rectangular glass 2 Original glass Wipe it with the accessory cloth or a soft dry cloth If there are still stains remaining wipe clean with a piece of soft cloth which has been moistened with water and then squeezed well Do not use liquids other than water such as alcohol organic solvents or neutral detergent 3 Guide 4 Platen sheet Clean the surface as follows depending on the extent of the s...

Page 113: ...ovell print 82 P Paper misfeed 14 caused by a wrong paper size setting 30 locating 14 occurs frequently 16 tips on removing the misfed paper 15 Paper misfeed clearing bypass tray 19 drawer of the tandem large capacity feeder 19 drawers 18 External Large Capacity Feeder 20 Finisher 21 Hole Punch Unit 21 Inserter 21 inside of the equipment 26 Reversing Automatic Document Feeder lower 16 Reversing Au...

Page 114: ...112 INDEX ...

Page 115: ...DP 5570 6570 7570 8570 OME14002100 ...

Page 116: ...1 11 1 OSAKI SHINAGAWA KU TOKYO 141 8562 JAPAN MULTIFUNCTIONAL DIGITAL SYSTEMS Troubleshooting Guide 2014 TOSHIBA TEC CORPORATION All rights reserved R140120O6300TTEC Ver00 F 2014 03 ...

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