Xerox ColorQube 9303 Series, Service Manual

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February 2013
2-264 ColorQube® 9303 Family
16A, 16B
Status Indicator RAPs
16A Network Error Entry RAP
Use this RAP when the customer reports network failures. e.g. Cannot connect to the scan
server when using the FPT or SMB protocols, or when a folder on the scan server cannot be
opened.
NOTE: The fault message will be printed on the confirmation report. The report may take sev-
eral minutes to print after scanning the document.
Initial Actions
Consult your manager before troubleshooting the customer’s network, as the policy varies
according to region.
Procedure
NOTE: If it is possible to log into the web UI by entering the IP address of the machine, then
the network controller on the single board controller PWB is good.
Perform the following:
1. Check that the machines date and time are correctly set, refer to GP 38 .
2. Print a configuration report.
3. Check with customer that the printing of the confirmation report is enabled. If necessary,
ask the customer to enable printing of the confirmation report.
4. Ensure that the machine is configured for scan to file:
a. Check the back of the configuration report under the heading Workflow Scanning.
b. If a IP address or name is not listed next to Alt1 Repository Protocol, ask the cus-
tomer to configure the machine before continuing.
5. Go to the relevant procedure:
• 16B FTP or SMB Unable to Connect to Remote Server RAP.
• 16C Remote Directory Lock Failed RAP.
16B FTP or SMB Unable to Connect to Remote Server RAP
Either the machine cannot connect, find or login to the scan server.
Procedure
NOTE: The FTP/SMB protocol will be followed by a colon and port number, :21 is for FTP and
:139 is for SMB.
Scan the document using the default template and one other template. The fault is present
on both templates.
Y
N
The template that failed is incorrectly configured. Ask the customer or system administra-
tor to verify the settings of the web template that failed, including the login password.
Ask the customer to open the machines CWIS page. The machines CWIS page can be
opened.
Y
N
Look at the front of the configuration report. Make sure that HTTP is enabled and set to
port 80. The settings are correct.
Y
N
Enable HTTP,
GP 39 and set the port to 80 on the UI. Restart this RAP from the
beginning. If this path has been followed previously, escalate the fault to the system
Administrator. If the customer does not have a System Administrator, they should
contact the Customer Support Centre or request a Xerox analyst troubleshoot their
network which will be subject to a charge.
Disconnect the network cable from the machine. Make sure the PWS network adaptor
settings are set to Auto. Use a crossover cable,
PL 26.10 Item 2 to connect the PWS to
the machine. Either the two LEDs on the SBC PWB or the PWS are lit, indicating a
connection.
Y
N
Perform the following:
1. Change the network speed setting of the machine, GP 43 .
2. If either the two LEDs on the SBC PWB or the PWS are not lit, repeat the steps
in
GP 43 .
3. If the LEDs light, use the new network speed setting. Inform the customer that
the network speed has been changed then follow the Yes path from this step.
4. If the LEDs do not light, install a new single board controller PWB, PL 3.11 Item
13 .
Correctly configure the IP address of the PWS, GP 42 . Make sure the firewall of the PWS
is disabled, GP 44 . Ping the machine from the PWS, GP 41 .
NOTE: Re-enable the PWS firewall after completion of this procedure.
The machine responds to the ping request.
Y
N
Perform an Altboot,
GP 4 .
The machine software is up to date.
Y
N
Upgrade the software,
GP 4 . The fault persists.
A B