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3.TROUBLESHOOTING FOR PRINTING

Printer Driver Problems 75

3 TROUBLESHOOTING FOR PRINTING



Retrieval of printer configuration failed

Problem Description

When accessing the printer properties, the message “Retrieval of printer configuration failed” is displayed.

Corrective Action

The printer driver cannot communicate with the equipment. Try the steps in the checklist below.



Cannot change settings on the [Device Settings] tab

Problem 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.

Check...

Yes

Corrective Action

Is the equipment turned on?

Next Step





Turn on the equipment.

Can you connect the computer to the equipment
via TopAccess?

Next Step





Restart the equipment.

Does the same message appear again when you
access the property of the printer driver?



End

Check the printer driver port assignment and
make sure that it is correct.

Содержание CX4545 MFP

Страница 1: ...MULTIFUNCTIONAL DIGITAL COLOR SYSTEMS Troubleshooting Guide ES9460 MFP ES9470 MFP CX3535 MFP CX4545 MFP...

Страница 3: ...al name of Windows Server 2008 is Microsoft Windows Server 2008 Operating System Microsoft Windows Windows NT and the brand names and product names of other Microsoft products are trademarks of Micros...

Страница 4: ......

Страница 5: ...in the Finisher MJ 1101 and the Hole Punch Unit MJ 6103 both optional 25 Paper jam in the Saddle Stitch Finisher MJ 1106 and the Hole Punch Unit MJ 6103 both optional 29 Paper jam in the Hanging Finis...

Страница 6: ...ing Web Utility terminates the session 82 Numerous sub windows repeatedly appear 82 Displaying the items in the Contents Frame takes a long time 82 Error messages 83 Chapter 6 TROUBLESHOOTING FOR NETW...

Страница 7: ...vice Tab 98 Error Messages 100 Error Codes 102 Error codes on print jobs 102 Error codes on transmission and reception 103 Error codes on scan jobs 105 Chapter 8 WHEN SOMETHING IS WRONG WITH THE EQUIP...

Страница 8: ...6 CONTENTS...

Страница 9: ...21 Paper jam in the automatic duplexing unit 21 Paper jam in the jam releasing cover 22 Paper jam in the fuser unit 22 Paper jam in the Bridge Unit optional 24 Paper jam in the Finisher MJ 1101 and th...

Страница 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 pages P 10 Mess...

Страница 11: ...ce on the touch panel P 54 Replacing 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...

Страница 12: ...d the message disappears Check the original and set it again The original is jammed inside of the Reversing Automatic Document Feeder Remove the jammed original following the guidance on the touch pan...

Страница 13: ...or on the bypass tray Set paper in the drawer or on the bypass tray The touch panel indicates which drawer or the bypass tray has no paper To set paper refer to the Copying Guide CALL FOR SERVICE The...

Страница 14: ...er cartridge is displayed at that time If you want to replace the toner cartridge though some toner is still left follow the procedure below P 51 Replacing a Near Empty toner cartridge Black and white...

Страница 15: ...s The number of originals to be scanned has exceeded the limit of 1000 sheets during scanning The magazine sort or page number function is used Reduce the number of originals to be scanned and try aga...

Страница 16: ...2 4 Automatic duplexing unit P 21 5 Bypass tray P 21 6 Drawer feeding portion P 18 7 Large Capacity Feeder P 19 or Paper Feed Pedestal both optional P 19 8 Jam releasing cover P 22 9 Drawers P 20 or d...

Страница 17: ...ficult to remove See also that no pieces of torn paper are left inside the equipment When the paper jam sign remains after removing the jammed paper Depending on the timing of the occurrence no jammed...

Страница 18: ...en 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 its side guide Stiff and th...

Страница 19: ...Automatic Document Feeder optional upper 1 Raise the lever and open the upper cover 2 Remove the jammed original s 3 Turn the inner green dial and remove the jammed original 4 Raise the lever and open...

Страница 20: ...e 8 Lower the original feeder tray Paper jam in the drawer 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 cover o...

Страница 21: ...arge Capacity Feeder optional Paper jam in the Paper Feed Pedestal optional 1 Open the feeder cover of the Large Capacity Feeder on the right 2 Remove the jammed paper and close the feeder cover 1 Ope...

Страница 22: ...ded 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 2 1 1 Open the drawer of the Large C...

Страница 23: ...matic duplexing unit as it could burn 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 i...

Страница 24: ...in the fuser unit 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 injure your hand in the machine 1 Open the aut...

Страница 25: ...en the jam releasing cover Put your fingers into A push it up to release the lock and open the jam releasing cover 3 Pull the green lever down and open the transport guide If no jammed paper can be fo...

Страница 26: ...y close both sides of the jam releasing cover and of the automatic duplexing unit Paper jam in the Bridge Unit optional 6 Turn the green dial upward to move the paper down then remove it 7 Close the t...

Страница 27: ...optional Paper Jam in the upper receiving tray If the jammed paper cannot be removed because the right side is caught by the fuser unit follow the steps on P 22 Paper jam in the fuser unit 1 Raise the...

Страница 28: ...earing a Paper Jam When the Hole Punch Unit MJ 6103 is installed 4 Remove the jammed paper Proceed to step 8 5 Open the cover of the Hole Punch Unit 6 Turn the green knob to get the jammed paper out 7...

Страница 29: ...de 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 upper tray of the finisher This could injure you The upper rec...

Страница 30: ...alled 4 Open the cover holding the handle of the Bridge Unit When the Hole Punch Unit MJ 6103 is installed proceed to step 6 5 Remove the jammed paper Proceed to step 9 6 Open the cover of the Hole Pu...

Страница 31: ...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 upper tray of...

Страница 32: ...HARDWARE 30 Clearing a Paper Jam 3 Open the front cover of the finisher 4 Remove the jammed paper from the right or left 5 Open the cover holding the handle of the Bridge Unit 6 Remove the jammed pap...

Страница 33: ...r of the Bridge Unit 8 Lower the shutter of the paper exit portion and remove the paper 10 Close the upper receiving tray of the finisher Place your hands on the near and far side of the lever and pus...

Страница 34: ...1 TROUBLESHOOTING FOR THE HARDWARE 32 Clearing a Paper Jam 11 Close the cover of the Hole Punch Unit when it is installed 12 Close the front cover of the finisher...

Страница 35: ...e finisher optional This could injure you 4 Close the cover of the Bridge Unit 1 Separate the finisher from the equipment Press the lever to unlock the finisher and slowly separate it from the equipme...

Страница 36: ...ct 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 1 Remove the jammed paper from the exit side of the...

Страница 37: ...er of the finisher and turn the 2 knobs at the same time Some jammed paper may get inside of the Saddle Stitch unit depending on the location where the jamming occurs In this case follow step 7 5 Open...

Страница 38: ...6 Clearing a Paper Jam 9 Pull out the Saddle Stitch unit until it stops 10 Open the transport guide on the right side 11 Remove the jammed paper 12 Remove the paper from the inside of the Saddle Stitc...

Страница 39: ...OR THE HARDWARE 14 Holding both green knobs with your fingers open the transport guide on the left 15 Lower the two green levers 16 Remove the paper 17 Raise the two green levers 18 Holding both green...

Страница 40: ...paper size setting on control panel for Bypass Check the direction or size of the paper appears on the touch panel In this case just clearing the jammed paper does not prevent another paper jam Be su...

Страница 41: ...e job without canceling it replace the paper in the drawer with that corresponding to the size set in the equipment after the paper jam is cleared Then if you press NO in step 4 the job can be restart...

Страница 42: ...d 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 Ja...

Страница 43: ...tray with that corresponding to the size set in the equipment after the paper jam 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 a...

Страница 44: ...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...

Страница 45: ...Staple jam in the Finisher P 47 Staple jam in the Saddle Stitch unit MJ 1106 Staple jam in the Finisher Finisher MJ 1101 MJ 1106 1 Open the front cover of the finisher An illustration of MJ 1101 is gi...

Страница 46: ...position 6 Remove the staples fallen 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...

Страница 47: ...tional This could injure you 1 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 bac...

Страница 48: ...its original position 7 Fit the staple cartridge on the stapler Insert the cartridge until it is caught by the latch and fixed with a click 8 Close the staple cartridge unit cover 9 Connect the finis...

Страница 49: ...e 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 knob Do not touch the stapling area The actual needle...

Страница 50: ...48 Clearing a Staple Jam 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 to its original position Close the fr...

Страница 51: ...s 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...

Страница 52: ...hile pulling it straight out 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 st...

Страница 53: ...ssage 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...

Страница 54: ...a Toner Cartridge 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 NO the previous screen appears 5 Press...

Страница 55: ...HOOTING FOR THE HARDWARE 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 Replace the toner cartridge Se...

Страница 56: ...s Dispose of used toner cartridges and waste toner boxes in accordance with local regulations 1 Open the waste toner box cover 2 Pull out the waste toner box until you can see its opening 3 Put the ca...

Страница 57: ...lacing the Waste Toner Box 55 1 TROUBLESHOOTING FOR THE HARDWARE 7 Close the waste toner box cover 5 Put the used waste toner box in the plastic bag and seal it with adhesive tape 6 Push a new waste t...

Страница 58: ...Stitch unit staples MJ 1106 Refilling Finisher staples Finisher MJ 1101 MJ 1106 1 Open the front cover of the finisher An illustration of MJ 1101 is given in the right hand figure 2 Remove the staple...

Страница 59: ...quipment and the finisher optional This could injure you 5 Fit the staple cartridge into the stapler When fitting the staple cartridge hold the green labeled portion of the bracket securely so that it...

Страница 60: ...the cartridge is lifted 5 After the transparent cover is lifted remove the empty staple case 6 Fit the new staple case into the staple cartridge Push the staple case into the cartridge until it clicks...

Страница 61: ...have run out refill the staples following the procedure below 8 Fit the staple cartridge into the stapler Insert the staple cartridge until it is caught by the latch of the staple cartridge and is fi...

Страница 62: ...The transparent cover of the cartridge is lifted 4 After the transparent cover is lifted take the empty staple case out of the cartridge 5 Fit the new staple case into the staple cartridge Insert it t...

Страница 63: ...RDWARE 7 Pull out straight the seal bundling the staples 8 Fit the staple cartridge Insert the cartridge until it is caught by the latch of the staple cartridge and is fixed with a click 9 Return the...

Страница 64: ...e equipment 2 The slit glass cleaner is placed inside the front cover Press and release the latch of the holder to take out the slit glass cleaner 3 Remove the white cap Do not touch the slit glass cl...

Страница 65: ...or each color For yellow insert the cleaner until the arrow mark on the cleaner is hidden For the other colors insert the cleaner until it stops on the line next to the point of the arrow 6 Mount the...

Страница 66: ...main chargers 1 Carefully pull out the cleaner for yellow until the red mark appears Repeat inserting and pulling out two times 2 Carefully insert the cleaner for yellow until it stops and do the sam...

Страница 67: ...st 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 cover...

Страница 68: ......

Страница 69: ...2 TROUBLESHOOTING FOR COPYING This chapter describes how to troubleshoot the problems on copying and copy output Copying Problems 68...

Страница 70: ...er optional 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 114 Regular Maintenance The copy density is set...

Страница 71: ...R is selected for the color mode Some color originals may be copied in black and white Originals with very little colored part Overall blackish originals Originals in light color Set the color mode to...

Страница 72: ......

Страница 73: ...lems 74 Cannot print port setting problems 74 Cannot print SNMP Community Name problems 74 Command line options not processed 74 Retrieval of printer configuration failed 75 Cannot change settings on...

Страница 74: ...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 is performed Press JOB S...

Страница 75: ...o delete 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 r...

Страница 76: ...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 Descripti...

Страница 77: ...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...

Страница 78: ...properly with AppleTalk 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 print...

Страница 79: ...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...

Страница 80: ...r 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...

Страница 81: ...4 TROUBLESHOOTING FOR SCANNING This chapter describes how to troubleshoot the problems of scanning Scanning Problems 80 Cannot E mail my scans 80 Cannot find the data saved in the shared folder 80...

Страница 82: ...gs 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 and...

Страница 83: ...es how to troubleshoot the problems on e Filing e Filing Web Utility Problems 82 e Filing Web Utility terminates the session 82 Numerous sub windows repeatedly appear 82 Displaying the items in the Co...

Страница 84: ...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...

Страница 85: ...n 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 S...

Страница 86: ...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...

Страница 87: ...rs or touch panel disabled after LDAP search 89 LDAP authentication takes a long time 89 Printing Problems Network Related 90 SMB print in a Windows operating system environment 90 Raw TCP or LPR prin...

Страница 88: ...e equipment Next Step Set up the proper protocol if required Once you have located the equipment configure the port that it is mapped correctly to the device 3 Can you locate other computers connected...

Страница 89: ...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...

Страница 90: ...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...

Страница 91: ...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...

Страница 92: ...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 referring...

Страница 93: ...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...

Страница 94: ...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...

Страница 95: ...r 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 Driver to add another copy of an exis...

Страница 96: ...on procedure was not completed Corrective action Delete the driver and either reinstall it from the Client Utilities CD ROM or download it from this equipment Fax Driver General Errors Could not conne...

Страница 97: ...ription In a 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 spe...

Страница 98: ...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...

Страница 99: ...er describes how to check the status of the equipment with TopAccess Hardware Status Icons on TopAccess Device Tab 98 Error Messages 100 Error Codes 102 Error codes on print jobs 102 Error codes on tr...

Страница 100: ...m the receiving tray of the Finisher You need to remove the staples jammed in the Finisher P 43 Staple jam in the Finisher You need to remove the staples jammed in the Saddle Stitch unit P 47 Staple j...

Страница 101: ...cates 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 14 Clearing a Paper Jam Staples Empty...

Страница 102: ...se Cover Close the Punch unit front cover Hole Punch Unit Open Please Close Cover Close the Hole Punch Unit cover Standard Output Tray Paper Full Please Remove Paper Remove the paper from the tray Upp...

Страница 103: ...cartridge Magenta Toner Near Empty Please Prepare New Toner Cartridge Prepare the new toner cartridge Yellow Toner Near Empty Please Prepare New Toner Cartridge Prepare the new toner cartridge Confir...

Страница 104: ...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...

Страница 105: ...act your service representative 1C11 Insufficient memory 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 agai...

Страница 106: ...ble the Enable Partial Email setting and ask the sender to resend the Email 3A80 Partial Email disabled Ask your administrator to enable the Enable Partial Email setting and ask the sender to resend t...

Страница 107: ...the error still persists turn the power OFF and then back ON and then try again 2C15 Mail size exceeded limit or maximum size You are sending too many documents at a time Send them separately 2C30 2C3...

Страница 108: ...ile 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 aga...

Страница 109: ...y the correct file server Then try scanning again 2D65 There are too many documents in the folder Failure in creating a new document Delete the data in the local storage folder in the equipment and tr...

Страница 110: ...tion settings and try again To create an unencrypted file consult the administrator 2E45 Failure in making meta data Make sure that the template setting is correct and do the scanning again If the err...

Страница 111: ...n reattempt the scan When this error occurs in the printing of the data in e Filing do this with the administrator s password If recovery is still not completed or in case of an invalid password for t...

Страница 112: ...entative 2550 Mailbox unavailable Confirm that the destination Email addresses are correct Check the access privilege for the mailbox in the mail server 2551 User not local Confirm that the destinatio...

Страница 113: ...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 112 Ge...

Страница 114: ...anel 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...

Страница 115: ...ide The stack of paper exceeds the loading line indicated on the side guide Remove some paper to set it within the height limit line indicated on the side guide There is too little or too much clearan...

Страница 116: ...ce of the long rectangular glass 2 Original glass Wipe it with 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 s...

Страница 117: ...ty toner cartridge replacing 51 Novell print 91 P Paper jam 14 caused by a wrong paper size setting 38 locating 14 occurs frequently 16 tips on removing the jammed paper 15 Paper jam clearing automati...

Страница 118: ...116 INDEX Super Sleep mode 112 T Toner cartridge Toner Near Empty message 51 replacing 49 Toner cartridge Near Empty message 51 U User information 112 W Waste toner box replacing 54...

Страница 119: ...ES9460 MFP ES9470 MFP CX3535 MFP CX4545 MFP...

Страница 120: ...www okiprintingsolutions com Oki Data Corporation 4 11 22 Shibaura Minato ku Tokyo 108 8551 Japan 45105402EE...

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