44
Service Guide: Fiery® ES IC-420
Troubleshooting
Before you go to the customer site
Before you make a service call to a customer site, talk to the customer on the phone, and check the following items:
1
Does the printer work?
If the printer works, but the user cannot print the Fiery ES Test Page, a service call is probably required.
2
Is the failure caused by a simple operating problem?
•
Is there a printing problem?
•
Does the Fiery ES Test Page fail to print?
•
Does the Fiery ES fail to respond to a print command?
•
Does printing seem to take a long time?
•
Is print quality poor?
•
Does the Fiery ES fail to appear in the list of printers?
If the answer to any of these questions is yes, refer the customer to Command WorkStation Help or
Configuration and
Setup
, which is part of the user documentation set.
If the customer has followed the suggested corrective actions and has failed to solve the problem, be prepared to make
a service call. Keep a log of the failures the customer has observed.
3
Has the customer made any network changes?
If network changes have occurred, request that the customer’s site administrator verify the Fiery ES network
requirements.
4
Is the user having printing problems with a particular image file?
If there are problems with files from particular applications, the user may be more successful using different print
settings.
If your telephone call fails to solve the problem, proceed to the next phase, the preliminary on-site checkout.
On-site checkout
The most common cause of a hardware problem is a faulty or loose connection. Before you replace a costly component,
check the connections between the printer and the Fiery ES first, and then check the connections between each Fiery ES
component.
For more information, see the following topics:
•
“Fiery ES connector panel and LED diagnostic codes”
•
“Checking Fiery ES internal connections”
For more information about servicing and troubleshooting problems with the printer, see the documentation that
accompanies the printer.
Service Guide
Y119660-9