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5.Troubleshooting (Only Controller Type 1/Type 2)

No.

Error Name

Error Condition/ Cause/ Solution

Controller startup

problem



LED of the controller is not lit.



LED of the display is lit or blinks.

D6500/D8400: The LED is lit blue or blinks red.

D5520/D6510/D7500: The LED is lit blue.



Connection defect between controller box and display



Hardware defect

Reinstall the controller box.

If the problem persists, replace the parts in the following order.

1. Controller box

2. Main board (See the service manual for the main unit for details.)

Содержание Y406

Страница 1: ...Interactive Whiteboard Options Machine Code Y406 Y407 Y413 Y414 Y419 Y420 Y4 22 Field Service Manual Ver 2 01 Latest Release March 2018 Initial Release February 2017 Copyright c 2017 2018 Ricoh Co Ltd...

Страница 2: ......

Страница 3: ...Type 2 Controller OP 10 and Controller OP 5 Corrected information in Troubleshooting Error Messages Corrected information in Troubleshooting Troubleshooting V2 01 22 March 2018 Corrected information...

Страница 4: ...F B Long Edge Feed LEF Trademarks Intel and Core are trademarks of Intel Corporation in the U S and or other countries Google Chrome and Android are trademarks of Google Inc iOS is a registered tradem...

Страница 5: ...int are either registered trademarks or trademarks of Microsoft Corporation in the United States and or other countries The proper name of Internet Explorer 11 is Windows Internet Explorer 11 The prop...

Страница 6: ......

Страница 7: ...er Box Controller OP 10 OP 5 15 SSD 16 Memory Card Only Controller Type 2 OP 10 OP 5 24 Capture Box Only Controller Type 1 Type 2 25 Capture Board Only Controller Type 1 Type 2 26 Pen Sensor Kit 28 Re...

Страница 8: ...essages Related to Sending Email 62 Error Messages Related to Reading and Saving 63 Error Messages Related to the UCS Screen Sharing 73 Error Messages Related to the UCS Linkage 74 Error Messages Rela...

Страница 9: ...3 Parts Layout 98...

Страница 10: ...rview Controller Type 1 Controller Box No Name 1 WiFi antenna 2 RS232C 3 Ethernet 10 100 1000 Mbps 4 POWER indicator 5 HDMI output 6 RESET button 7 HDD indicator 8 Audio output line 9 Audio output mic...

Страница 11: ...1 Product Information 5 Capture Box No Name 1 HDMI input 2 Display Port input 3 VGA input 4 USB3 0 output cable Controller Type 2 OP 10 OP 5 Controller Box No Name 1 WiFi antenna 2 POWER indicator...

Страница 12: ...tton 5 HDMI output 6 USB3 0 7 Ethernet 10 100 1000 Mbps 8 Audio output mic 9 Audio output line Capture Box For Controller Type 2 No Name 1 HDMI input 2 Display Port input 3 VGA input 4 USB3 0 output c...

Страница 13: ...mation 7 No Name 1 Receiving module 2 Receiving module bracket 3 USB cable Electronic Pen No Name 1 Pen nib 2 Battery cover 3 Power indicator 4 Pen bottom Camera Unit Type 1 No Name 1 Mic 2 Camera 3 D...

Страница 14: ...duct code Ricoh Interactive Whiteboard Stand Type 2 Y405 17 18 Ricoh Interactive Whiteboard Stand Type 3 Y408 17 18 Ricoh Interactive Whiteboard Stand Type 4 Y415 17 18 Ricoh Interactive Whiteboard Co...

Страница 15: ...in V1 0 or higher V1 5 or higher N A Remote License Type 1 Stand Type 2 D5520 Controller Type 1 V2 0 or higher Pen Sensor Kit Type 3 Camera Unit Type 1 Controller Type 2 V3 0 or higher D6500 65 inch C...

Страница 16: ...2 Installation 10 2 Installation Installation Requirements See the installation procedures in the service manual for the main unit for details Main...

Страница 17: ...2 Installation 11 Main Unit Installation See the installation procedures in the service manual for the main unit for details Main...

Страница 18: ...ment 12 3 Replacement and Adjustment Special Tools The following tools are required No Item Note 1 USB flash drive For system update 2 Nutdriver For replacing the capture box 3 Phillips screwdriver No...

Страница 19: ...oving the optional stand 1 Disconnect the USB cable A and the RS 232C cable B D6500 only The RS 232C cable is only for D6500 2 Remove the controller box A x2 When installing a new controller box be su...

Страница 20: ...Remove the controller box A 3 Remove the rear cover A 4 Install the rear cover on the new controller box The rear cover has the serial number decal attached Make sure that the rear cover removed from...

Страница 21: ...new controller box be sure to perform Windows activation Windows Activation in Service mode Controller Box Controller OP 10 OP 5 This part can be removed without removing the optional stand 1 Disconn...

Страница 22: ...ntroller box 7 Put the transparent seal included in this replacement unit on the COA label to prevent it from peeling off SSD Notes on Replacing the SSD If the SSD is replaced the system language will...

Страница 23: ...he SSD is replaced the language settings will be automatically changed to Japanese The procedure below explains how to reconfigure the language settings 1 Tap and hold the Exit icon for a few seconds...

Страница 24: ...e 8 Select the preferred display language from the list and tap the button to move it to the top of the list means Move up This makes it your highest priority language 9 Close the window Then reboot t...

Страница 25: ...cement and Adjustment 19 Making Settings Related to the Region Region settings 1 Tap the Region button in the Region and Language dialog box 2 Change the Formats Location and Administrative tabs as ne...

Страница 26: ...3 Replacement and Adjustment 20 Date Time Settings...

Страница 27: ...Adjustment 21 1 Tap the Set Date Time icon in the Administrator Settings dialog box 2 Change the time zone as necessary Replacing the SSD Controller Type 1 This part can be removed without removing t...

Страница 28: ...dows Activation in Service mode Connecting the SSD Firmly Loose connection of the SSD with the controller box may cause unusual startup of the machine Insert the SSD so that the SATA connector A is co...

Страница 29: ...cibly inserted the connector of the controller box may be damaged Removing the SSD Controller Type 2 OP 10 OP 5 When the SSD is encrypted it is impossible to acquire the system data or the log data fr...

Страница 30: ...lacement and Adjustment 24 2 Remove the rear cover A 3 Remove the screw and then remove the SSD A Memory Card Only Controller Type 2 OP 10 OP 5 1 Remove the controller box Controller Box Controller Ty...

Страница 31: ...emove the rear cover A 3 Release the lock levers and then remove the memory card A Capture Box Only Controller Type 1 Type 2 This part can be removed without removing the optional stand 1 Remove the U...

Страница 32: ...he capture box A x6 To attach the capture box fasten the screw A first Capture Board Only Controller Type 1 Type 2 1 Remove the capture box Capture Box Only Controller Type 1 Type 2 2 Remove the captu...

Страница 33: ...3 Replacement and Adjustment 27 3 Remove the capture board A...

Страница 34: ...odule The electronic pen and receiving module are paired If the receiving module is changed also change the electronic pen 1 Remove the receiving module B from the connector A of the USB cable Type 2...

Страница 35: ...3 Replacement and Adjustment 29 Type 2 Type 3 4 Remove the USB cable B from the receiving module bracket A Type 2 Type 3...

Страница 36: ...3 Replacement and Adjustment 30 Camera Unit Turn off the power before disassembly 1 Remove the USB cable of the camera from the USB connector at the top of the whiteboard 2 Remove the camera x2...

Страница 37: ...Administrator Settings 1 Press and hold down the Exit icon Tap Close to display the desktop 2 Tap AdminSettings icon twice in quick succession 3 Tap Software Keyboard icon twice in quick succession an...

Страница 38: ...splay the Administrator Setting Displaying the Administrator Settings 4 Execute system update in Administrator Settings 5 Select the target update file on the list of files available to update 6 Press...

Страница 39: ...remove a USB flash memory device while backing up or restoring a configuration file Items Subject to Export Import The following settings information can be backed up Network Settings Set Date Time Re...

Страница 40: ...ttings system version date time zip is stored in the root directory on the USB flash drive For example if your system version is 1 0 0 0 and the file is exported at 04 56 07 on January 23 2013 the fil...

Страница 41: ...4 System Maintenance Only Controller Type 1 Type 2 35 5 The following screen is displayed when export completed successfully Tap OK One of the following screens is displayed when export failed...

Страница 42: ...ing screen comes up Check The following device unique setting value s will not be imported to avoid overwriting the device s unique setting value s 5 When the following screen is displayed tap OK afte...

Страница 43: ...pe 2 37 6 When import is completed normally a dialog to request rebooting is displayed Tap OK to reboot the main unit 7 One of the following screens is displayed when import failed If OK is tapped it...

Страница 44: ...4 System Maintenance Only Controller Type 1 Type 2 38...

Страница 45: ...collection is completed remove the USB flash drive Collecting Logs for Analyzing Problems Linked with Skype for Business 1 Download the batch file for analysis The file can be downloaded from the sit...

Страница 46: ...recognizing replace the receiving module reception dongle with one which has obtained permission for the wireless network Note A permission label A is stuck on the reception dongle that has obtained p...

Страница 47: ...SSD Only Controller Type 1 The SSD for Controller Type 2 OP 5 OP 10 can be encrypted so it is not necessary to break the SSD 1 Remove the SSD Notes on Replacing the SSD 2 Remove the cover from the SS...

Страница 48: ...Only Controller Type 1 Type 2 42 Be sure to break both the left and right connectors 5 Break the internal board using pliers 6 Remove the flash IC A and break the board further 7 Break the flash IC A...

Страница 49: ...oard etc Display Color Patterns Two or more color patterns are displayed on the screen Check for display abnormality on the LCD panel Display Touch Keyboard Keyboard is displayed Enter characters on t...

Страница 50: ...e 1 Type 2 44 3 Double tap the Settings icon 4 Touch and hold Version Information for five seconds 5 Tap the Service Settings icon 6 Enter the password for service y300kb in the dialog box and tap OK...

Страница 51: ...er 1 Tap Device Manager Settings in the Service Settings Menu 2 The hardware operation confirmation screen shown below is displayed on which the status of each device can be checked Display Color Patt...

Страница 52: ...play Color Patterns in the Service Settings Menu 3 Change the color pattern using the F1 to F7 keys on the USB keyboard 4 Press the ESC key to finish the display color pattern check Display Touch Keyb...

Страница 53: ...pe 2 47 Simple CAN Bus 1 Tap Simple CAN Bus in the Service Settings Menu 2 Make sure that you can draw a line with your finger Initialize Administrator Password 1 Tap Initialize Administrator Password...

Страница 54: ...ype 1 Type 2 48 Windows Activation License Activation via the Internet 1 Tap Window Activation in the Service Settings Menu 2 Tap Activate 3 Tap Close to finish the activation 4 Tap Close If activatio...

Страница 55: ...e Internet and perform license activation again For any error code other than above refer to the URL below to take the appropriate countermeasures URL http windows microsoft com en us windows 8 activa...

Страница 56: ...e nearest location and then tap Next 4 Call the phone number displayed 5 Enter the installation ID listed on the screen into the phone s keypad Write down the confirmation ID given by the phone guidan...

Страница 57: ...4 System Maintenance Only Controller Type 1 Type 2 51 7 Tap Close to finish the activation 8 Tap Close If activation failed the screen below is displayed Enter the confirmation number again...

Страница 58: ...g off incorrectly such as disconnecting the power cord while the machine is running Restart the application If the message appears again replace the SSD Fatal error A fatal error has occurred Applicat...

Страница 59: ...pulled out at the same time as when capturing started Conflicting operation has been performed with another location Perform the operation again later 1008 2002 The display cable was pulled out at the...

Страница 60: ...and stamps that can be drawn in total on a single page strokes 3000 text 1000 figures 1000 stamps 500 The total number of strokes text figures and stamps on a single page has reached 3 000 The total n...

Страница 61: ...otal number of strokes text figures and stamps on all pages has reached 9 000 Note When the upper limit is exceeded by normal writing operation then try again Exceeded input total page limit error Whe...

Страница 62: ...ause Solution File importing error Cannot import all the pages because an unexpected error has occurred while importing the file A large capacity file was imported at the same time at multiple remote...

Страница 63: ...ected The IP address is not set No IP address can be obtained over DHCP Check the network status and open the session again Participation error The difference between the host and firmware version is...

Страница 64: ...cipate in remote whiteboard because the passcode is incorrect The passcode is incorrect Enter the correct passcode 1001 2401 The passcode is incorrect Check the passcode and enter the passcode again P...

Страница 65: ...Cannot display the externally inputted image because of a conflict with another whiteboard Have the other whiteboards switch to the externally inputted image again 1010 2002 The conflict occurred bec...

Страница 66: ...another external input terminal and select the input source by pressing Input on the monitor or remote control The whiteboard function cannot be used on external input terminals other than Computer I...

Страница 67: ...d then re insert the display cable 1002 2002 1002 2005 Conflicting external inputs have been performed Disconnect and connect the display cable Internal error Cannot display image from HDMI input Disp...

Страница 68: ...ting Check the status of the STMP server Sending mail error Communication Cannot continue sending the email because of a communication error The following are possible causes The network settings are...

Страница 69: ...llowing are the possible causes The network settings are incorrect Cannot access the server Cannot access the network The public address book setting is incorrect Please try again later If there is no...

Страница 70: ...Disconnected and corruption Detected when accessing the USB memory 1019 2003 USB memory access error Disconnected and corruption Prohibited access to the USB memory 1012 2001 The USB memory is write...

Страница 71: ...then select the PDF file to be imported Import page error Some pages size Cannot add all of the pages Set a page size from 100 x 148 mm to A0 Imported xx pages 1004 1002 A file import failure occurre...

Страница 72: ...ause the page size is inappropriate Correct the pages to within the specified range Import file error numbers of pixel Cannot import the file The number of pixels should be less than 6622 x 9362 1004...

Страница 73: ...4 2012 Copying the contents of this file is not allowed Select another PDF file Import file error Importing PPT file Cannot import the file The following are possible causes The file format is not Pow...

Страница 74: ...t be saved under the specified name Delete the files of the specified name with unnecessary suffixes Specify a different file name Change the save location Saving file error Failed to save the file Tr...

Страница 75: ...file may be corrupted Select another PDF file 1012 2014 The PDF file is corrupted The file is not a PDF file For instance the file extension of a text file was changed to pdf Select another PDF file I...

Страница 76: ...s reached the limit Contact your administrator 1012 2008 The number of temporarily saved files has reached the limit 1000 files Delete some temporarily saved files through Administrator Settings Impor...

Страница 77: ...he folder Cancel access control on the folder and try again 1019 2002 Access control is set on the folder Reset access control of the folder Shared folder error Setting and network Cannot access the s...

Страница 78: ...Shared folder error Network Cannot access the shared folder Cannot access to the network Try again later If there is no improvement contact your administrator A network issue occurred during importin...

Страница 79: ...The password is incorrect 1 Set the sign in address correctly 2 Set the password correctly Error Messages Related to the UCS Screen Sharing Error Name Message Cause Solution RICOH UCS screen sharing...

Страница 80: ...ge from the IWB administrator settings Contact ID and Password registered informa tion error for RICOH UCS On the IWB RICOH UCS Cannot login On the UCS Failed to Login Please check User ID and passwor...

Страница 81: ...upporting the RICOH UCS function Switch to whiteboard mode and then switch back to RICOH UCS mode Simultaneous usage error of UCS linkage and external UCS Screen sharing function for RICOH UCS P3000 3...

Страница 82: ...system error occurred Switch to whiteboard mode and then switch back to RICOH UCS mode Error Messages Related to the External Application DocsConnect Error Name Message Error Code Cause Solution Expir...

Страница 83: ...File name Cannot import the file because copying its contents is not permitted 1004 2012 The PDF file you are importing to the whiteboard has copy protection Send the correct file Import PDF file erro...

Страница 84: ...e File name Cannot import the file only versions 1 3 to 1 7 of PDF files can be read An unsupported version of a PDF file is imported Import PDF files from version 1 3 to 1 7 Error Messages Related to...

Страница 85: ...ng error Unexpected error An unexpected error has occurred while processing An unexpected error has occurred while updating the system Try the update again If the problem is not resolved change the SS...

Страница 86: ...in the Capture Board Problem Cause Solution There is no display of IWB Video Capture Driver directly under Sound video and game controller in the Device Manager of the service mode The capture board...

Страница 87: ...of the display is lit or blinks D6500 D8400 The LED is lit blue or blinks red D5520 D6510 D7500 The LED is lit blue Connection defect between controller box and display Hardware defect Reinstall the c...

Страница 88: ...ace the SSD Replace the controller box 4 Image display problem No signal displays in black screen after pushing the power button and being displayed RICOH logo The LED of the display is lit or blinks...

Страница 89: ...pen cannot be used Refer to the flowchart below Two HID keyboard devices are not displayed beneath Keyboard on the Device Manager screen of Service mode Correct display The USB connector or USB cable...

Страница 90: ...e 1 Remove the receiving module from the USB cable 2 Insert the receiving module to the USB port of the controller directly 3 Start the IWB and operate the finger drawing mode Check a blue marker is a...

Страница 91: ...cate The root certificate is not in the USB memory device The root certificate is on the USB memory device but not in the root folder Put the root certificate in the root folder of the USB memory devi...

Страница 92: ...continues please contact your support team No DNS record found or Lync server isn t responding Lync couldn t find a Lync Server for contoso com There might be an issue with the Domain Name System DNS...

Страница 93: ...licensed for Skype for Business Online SfB Administrator Verify that the user is licensed for Skype for Business Online IWB Verify that the sign in address is entered correctly The username password...

Страница 94: ...ge Diagnostic Content The following items can be checked with the network diagnostic tool Diagnostic content Diagnosis item Check point Existence of port opening 61616 ActiveMQ 50000 50001 and 50002 T...

Страница 95: ...ting Only Controller Type 1 Type 2 89 Operation on the Server Side 1 When the Caution dialog is displayed press OK 2 Start up the IWB Network Environment Check Tool When the Starting screen is display...

Страница 96: ...is displayed click Server Computer originating side 4 When the server s originating side IP address is displayed inform the IP address to the partner client computer side 5 The partner client computer...

Страница 97: ...leshooting Only Controller Type 1 Type 2 91 6 Verification is started 7 The result screen is displayed Push Exit If needed press Show Detailed Logs and obtain information by pressing Save a Diagnostic...

Страница 98: ...troller Type 1 Type 2 92 Operation on the Client Side 1 Start up the network diagnostic tool When the Starting screen is displayed press Next 2 When the Site selection picture is displayed click Clien...

Страница 99: ...Controller Type 1 Type 2 93 3 Input the IP address informed from the server side and press Start Diagnosis 4 Verification is started 5 The result screen is displayed Push Exit If needed press Show De...

Страница 100: ...5 Troubleshooting Only Controller Type 1 Type 2 94 information by pressing Save a Diagnostic Report...

Страница 101: ...ng the drawing No Description 1 Electronic pen Push Start 2 Touch sensor Trace 3 Electronic pen Pull End Signal Detection of the Electronic Pen A receiving module that receives a wireless signal is at...

Страница 102: ...1 Receiving module 2 Wireless signal of the nib 3 Wireless signal of the pen bottom Detecting the Signal of the Touch Sensor Refer to the service manual for the main unit for details Block Diagram Co...

Страница 103: ...6 Detailed Descriptions 97 When Mounted on the D8400 D5520 D6510 D7500 Block Diagram Controller Type 2 OP 10 OP 5...

Страница 104: ...6 Detailed Descriptions 98 Parts Layout Capture Box 1 Capture board...

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