Toshiba E Studio 655 User Manual
MULTIFUNCTIONAL DIGITAL SYSTEMS  
Troubleshooting Guide  
Preface  
Thank you for purchasing TOSHIBA Multifunctional Digital Systems. This manual describes how to troubleshoot the  
problems that could occur while you are using the equipment. Keep this manual within easy reach, and use it to configure  
an environment that makes the best use of the e-STUDIO’s functions.  
This equipment provides the scanning function as an option. However, this optional scanning function is already installed in some  
models.  
„ How to read this manual  
‰ Symbols in this manual  
In this manual, some important items are described with the symbols shown below. Be sure to read these items before  
using this equipment.  
Indicates a potentially hazardous situation which, if not avoided, could result in death, serious  
injury, or serious damage, or fire in the equipment or surrounding objects.  
Indicates a potentially hazardous situation which, if not avoided, may result in minor or moderate  
injury, partial damage to the equipment or surrounding objects, or loss of data.  
Indicates information to which you should pay attention when operating the equipment.  
Other than the above, this manual also describes information that may be useful for the operation of this equipment with  
the following signage:  
Describes handy information that is useful to know when operating the equipment.  
Pages describing items related to what you are currently doing. See these pages as required.  
‰ Screens  
y Screens on this manual may differ from the actual ones depending on how the equipment is used, such as the status  
of the installed options.  
y 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.  
‰ Trademarks  
y The official name of Windows 2000 is Microsoft Windows 2000 Operating System.  
y The official name of Windows XP is Microsoft Windows XP Operating System.  
y The official name of Windows Vista is Microsoft Windows Vista Operating System.  
y The official name of Windows Server 2003 is Microsoft Windows Server 2003 Operating System.  
y The official name of Windows Server 2008 is Microsoft Windows Server 2008 Operating System.  
y Microsoft, Windows, Windows NT, and the brand names and product names of other Microsoft products are  
trademarks of Microsoft Corporation in the US and other countries.  
y Apple, AppleTalk, Macintosh, Mac, Mac OS, Safari, TrueType, and LaserWriter are trademarks of Apple Inc. in the US  
and other countries.  
y Adobe, Adobe Acrobat, Adobe Reader, Adobe Acrobat Reader, and PostScript are trademarks of Adobe Systems  
Incorporated.  
y Mozilla, Firefox and the Firefox logo are trademarks or registered trademarks of Mozilla Foundation in the U.S. and  
other countries.  
y IBM, AT and AIX are trademarks of International Business Machines Corporation.  
y NOVELL, NetWare, and NDS are trademarks of Novell, Inc.  
y TopAccess is a trademark of Toshiba Tec Corporation.  
y Other company names and product names in this manual are the trademarks of their respective companies.  
Preface  
1
 
CONTENTS  
Preface....................................................................................................................................... 1  
Chapter 1 TROUBLESHOOTING FOR THE HARDWARE  
Messages Displayed on the Touch Panel .............................................................................. 8  
Clearing a Paper Jam............................................................................................................. 11  
Locating a paper jam........................................................................................................... 11  
Clearing a paper jam ........................................................................................................... 12  
Paper jam in the Reversing Automatic Document Feeder (Lower) ..................................... 13  
Paper jam in the Reversing Automatic Document Feeder (Upper) ..................................... 14  
Paper jam in the bypass tray............................................................................................... 15  
Paper jam in the External Large Capacity Feeder (optional)............................................... 16  
Paper jam in the Finisher, Hole Punch Unit and Inserter (all optional)................................ 17  
Paper jam inside of the equipment...................................................................................... 22  
Clearing paper jams caused by a wrong paper size setting................................................ 26  
Clearing a Staple Jam ............................................................................................................ 31  
Staple jam in the Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028................................ 31  
Staple jam in the Saddle Stitch Finisher MJ-1029............................................................... 32  
Staple jam in the saddle stitch unit...................................................................................... 34  
Replacing a Toner Cartridge ................................................................................................. 37  
Replacing a “Near Empty” toner cartridge........................................................................... 40  
Refilling With Staples............................................................................................................. 42  
Refilling Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028 staples.................................. 42  
Refilling Saddle Stitch Finisher MJ-1029 staples ................................................................ 43  
Refilling saddle stitch unit staples........................................................................................ 45  
Cleaning the Hole Punch Dust Bin ....................................................................................... 47  
Chapter 2 TROUBLESHOOTING FOR COPYING  
Copying Problems.................................................................................................................. 50  
Chapter 3 TROUBLESHOOTING FOR PRINTING  
Print Job Problems................................................................................................................. 54  
Clearing print job errors....................................................................................................... 54  
Cannot remember the document password for a Private Print job...................................... 56  
Printer Driver Problems ......................................................................................................... 57  
Cannot print (port setting problems).................................................................................... 57  
Command line options not processed ................................................................................. 57  
Retrieval of printer configuration failed................................................................................ 57  
Cannot print a job as expected using PS3 printer driver ..................................................... 58  
Cannot change settings on the [Fonts] tab and the [Configuration] tab .............................. 58  
Network Connection Problems ............................................................................................. 59  
Cannot print with the equipment (network connection problems)........................................ 59  
Cannot print with SMB print................................................................................................. 59  
Cannot print properly with AppleTalk print........................................................................... 59  
Client Problems ..................................................................................................................... 60  
Checking the client status.................................................................................................... 60  
Hardware Problems................................................................................................................ 61  
Startup page not printed...................................................................................................... 61  
CONTENTS  
3
Print jobs not output ............................................................................................................ 61  
Chapter 4 TROUBLESHOOTING FOR SCANNING  
Scanning Problems................................................................................................................ 64  
Cannot E-mail my scans...................................................................................................... 64  
Cannot find the data saved in the shared folder.................................................................. 64  
Chapter 5 TROUBLESHOOTING FOR e-Filing  
e-Filing Web Utility Problems................................................................................................ 66  
e-Filing Web Utility terminates the session.......................................................................... 66  
Numerous sub windows repeatedly appear ........................................................................ 66  
Displaying the items in the Contents Frame takes a long time............................................ 66  
Error messages ................................................................................................................... 67  
Chapter 6 TROUBLESHOOTING FOR NETWORK CONNECTIONS  
Locating the Equipment in the Network............................................................................... 70  
Cannot locate the equipment in the network ....................................................................... 70  
Cannot locate the equipment with Local Discovery............................................................. 71  
Equipment does not respond to ping command.................................................................. 72  
LDAP Search and Authentication Problems........................................................................ 73  
Network shutdown occurs or touch panel disabled after LDAP search............................... 73  
LDAP authentication takes a long time................................................................................ 73  
Printing Problems (Network Related)................................................................................... 74  
SMB print and Point&Print in a Windows operating system environment ........................... 74  
Raw TCP or LPR print in a Windows operating system environment ................................. 74  
IPP print in a Windows operating system environment ....................................................... 75  
Novell print in a NetWare environment................................................................................ 75  
Macintosh environment ....................................................................................................... 76  
UNIX/Linux environment...................................................................................................... 76  
Network Fax (N/W-Fax) Driver Problems.............................................................................. 77  
N/W-Fax Driver Installation Error Messages ....................................................................... 77  
N/W-Fax Driver General Errors ........................................................................................... 78  
Chapter 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess  
Hardware Status Icons on TopAccess [Device] Tab........................................................... 80  
Error Messages ...................................................................................................................... 82  
Error Codes............................................................................................................................. 86  
Error codes on print jobs ..................................................................................................... 86  
Error codes on transmission and reception......................................................................... 88  
Error codes on scan jobs..................................................................................................... 91  
Chapter 8 WHEN SOMETHING IS WRONG WITH THE EQUIPMENT  
When You Think Something Is Wrong With the Equipment............................................... 96  
General operations.............................................................................................................. 96  
Originals and paper ............................................................................................................. 97  
4
CONTENTS  
Regular Maintenance ............................................................................................................. 98  
INDEX ..................................................................................................................................................................... 99  
CONTENTS  
5
6
CONTENTS  
1.  
TROUBLESHOOTING FOR THE  
HARDWARE  
This chapter describes how to troubleshoot problems with paper, toner and other finishing processes.  
This chapter also describes how to supply the paper, toner and staples.  
Messages Displayed on the Touch Panel .............................................................................. 8  
Clearing a Paper Jam............................................................................................................. 11  
Locating a paper jam............................................................................................................................................11  
Clearing a paper jam ............................................................................................................................................12  
Paper jam in the Reversing Automatic Document Feeder (Lower) ......................................................................13  
Paper jam in the Reversing Automatic Document Feeder (Upper) ......................................................................14  
Paper jam in the bypass tray................................................................................................................................15  
Paper jam in the External Large Capacity Feeder (optional)................................................................................16  
Paper jam in the Finisher, Hole Punch Unit and Inserter (all optional).................................................................17  
Paper jam inside of the equipment.......................................................................................................................22  
Clearing paper jams caused by a wrong paper size setting.................................................................................26  
Clearing a Staple Jam............................................................................................................ 31  
Staple jam in the Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028 .................................................................31  
Staple jam in the Saddle Stitch Finisher MJ-1029................................................................................................32  
Staple jam in the saddle stitch unit .......................................................................................................................34  
Replacing a Toner Cartridge ................................................................................................. 37  
Replacing a “Near Empty” toner cartridge............................................................................................................40  
Refilling With Staples............................................................................................................. 42  
Refilling Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028 staples...................................................................42  
Refilling Saddle Stitch Finisher MJ-1029 staples..................................................................................................43  
Refilling saddle stitch unit staples.........................................................................................................................45  
Cleaning the Hole Punch Dust Bin ....................................................................................... 47  
 
1 TROUBLESHOOTING FOR THE HARDWARE  
Messages Displayed on the Touch Panel  
When a message appears on the touch panel, see the table below to solve the problem.  
Message  
Problem Description  
Corrective Action  
Misfeed in ***  
Paper jam has occurred inside the  
equipment.  
Remove the jammed paper following the guidance  
displayed on the touch panel.  
P.11 “Clearing a Paper Jam”  
Check paper size setting on control  
panel for drawer N  
Paper jam has occurred because of  
the mismatch between the paper size another paper jam. Be sure to correctly register the  
Just removing the jammed paper does not prevent  
placed in drawer N and the size  
registered for the drawer N in the  
equipment.  
paper size in the equipment.  
P.26 “Clearing paper jams caused by a wrong  
paper size setting”  
Wait (Performing Self-check)  
The equipment is undergoing  
maintenance to keep its imaging  
quality.  
Wait until the adjustment is completed and 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 panel.  
P.13 “Paper jam in the Reversing Automatic  
Document Feeder (Lower)”  
The direction or the size of the  
original placed on the Reversing  
Automatic Document 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 store anymore  
The number of originals to be  
scanned has reached the limit of  
2000 sheets during scanning. (The  
magazine sort or page number  
function is used.)  
Reduce the number of originals to be scanned to less  
than 2000 sheets, and try again.  
READY (CHECK SADDLE STITCH  
STAPLER)  
Staple jam has occurred in the stapler Remove the jammed staples.  
of the saddle stitch unit.  
P.34 “Staple jam in the saddle stitch unit”  
READY (CHECK SADDLE STITCH  
STAPLER)  
No staples are left in the stapler of the Refill the staples.  
saddle stitch unit.  
P.45 “Refilling saddle stitch unit staples”  
READY (CHECK STAPLER)  
Staple jam has occurred in the stapler Remove the jammed staples.  
of the finisher.  
No staples are left in the stapler of the Refill the staples.  
finisher. P.42 “Refilling With Staples”  
READY (HOLE PUNCH DUST BIN IS Hole punch dust bin is full of paper  
P.31 “Clearing a Staple Jam”  
READY (CHECK STAPLER)  
Remove the paper punchings.  
FULL)  
punchings.  
P.47 “Cleaning the Hole Punch Dust Bin”  
READY (INNER TRAY FULL)  
The exit tray of the equipment is full of Remove the paper from the exit tray of the equipment.  
paper.  
Add paper  
No paper is left in a drawer 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 equipment requires adjusting 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.  
Examine stapler in the Saddle Stitch  
unit  
Staple jam has occurred in the stapler Remove the jammed staples.  
of the saddle stitch unit.  
P.34 “Staple jam in the saddle stitch unit”  
Check staple cartridge in the Saddle  
Stitch unit  
No staples are left in the stapler of the Refill the staples.  
saddle stitch unit.  
P.42 “Refilling With Staples”  
Check staple cartridge  
No staples are left in the stapler of the Refill the staples.  
finisher.  
P.42 “Refilling With Staples”  
Examine Stapler  
Staple jam has occurred in the stapler Remove the jammed staples.  
of the finisher.  
P.31 “Clearing a Staple Jam”  
8
Messages Displayed on the Touch Panel  
   
1 TROUBLESHOOTING FOR THE HARDWARE  
Message  
Problem Description  
Corrective Action  
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], [PRINT], [FAX] and [ENERGY SAVER]  
buttons to clear the energy saving mode.  
CHANGE DRAWER TO CORRECT  
PAPER SIZE  
No paper suitable for the original is  
set.  
Place the suitable size paper for the original in the  
drawer.  
The size of the original is not detected Replace the original while aligning the side guides of  
correctly because the original is sent  
from the Reversing Automatic  
Document Feeder at a skew.  
the Reversing Automatic Document Feeder to its  
width so that it will be placed straight.  
If you do not want the equipment strictly to distinguish  
A4 and LT, or A3 and LD at the scanning of the  
original, contact your service technician or service  
representative.  
Time for periodic maintenance  
POWER FAILURE  
The equipment requires inspection  
and maintenance by a service  
technician.  
Contact your service representative for maintenance.  
A job was interrupted by a power  
failure or some other reason.  
The print or fax job may be incomplete. Press [JOB  
STATUS] to check whether any jobs are unfinished.  
To clear the messages, press the [FUNCTION  
CLEAR] button twice.  
ERASING DATA  
The Data Overwrite Enabler is  
clearing the data.  
This message is displayed if the Data Overwrite  
Enabler (optional) is installed. You can operate the  
equipment while the message is displayed.  
Check paper size setting on control  
panel for Bypass  
Paper jam has occurred because of a Register the paper size correctly. Just releasing the  
mismatch between the paper size  
placed in the bypass tray and the size  
registered for the bypass tray in the  
equipment.  
paper jam does not prevent another paper jam.  
P.26 “Clearing paper jams caused by a wrong  
paper size setting”  
Set the paper on the bypass tray  
again.  
The paper placed on the bypass tray  
jammed.  
Remove the jammed paper and set the paper again.  
Check the direction or size of the  
paper on the bypass tray and press  
START  
The direction or the size of the paper Check the direction and the size of the paper and then  
placed on the bypass tray is incorrect. replace it on the bypass tray.  
Reboot the machine  
An error has occurred in the  
equipment and it stopped normal  
operation.  
Rebooting the equipment may correct the error. To  
reboot the equipment, turn the main power switch off  
and then on.  
Toner near Empty  
Toner is running out.  
Prepare a new toner cartridge.  
y
y
Replace a toner cartridge after the message  
“Install new toner cartridge” is displayed.  
If you replace a toner cartridge with a new one  
while some toner is still left, make sure to  
clear the counter. This is necessary for the  
equipment to display the next “Toner near  
Empty” message at the proper time. For the  
procedure, see below.  
P.40 “Replacing a “Near Empty” toner  
cartridge”  
Open the toner cover  
Install new toner cartridge  
No toner is left.  
Open the toner cover and replace the toner cartridge  
with a new one.  
(About another 2000 copies can be made after this  
message appears. The number varies depending on  
the conditions of copying.)  
P.37 “Replacing a Toner Cartridge”  
Please Empty Hole Punch Waste  
The Hole Punch Unit dust bin is full.  
The number of image scanning  
Remove the paper punchings.  
P.47 “Cleaning the Hole Punch Dust Bin”  
The number of originals exceeds the  
limit  
To print out the data for the originals stored (scanned)  
exceeded the maximum (about 2000 until the message appeared, press [YES] on the touch  
Will you copy stored originals?  
in A4 or LT).  
panel. To delete the stored data, press [NO].  
Not enough Work Space to store  
originals  
Will you print out stored originals?  
Internal memory available ran out  
while scanning.  
To print out the data for the originals stored (scanned)  
until the message appeared, press [YES] on the touch  
panel. To delete the stored data, press [NO].  
Messages Displayed on the Touch Panel  
9
1 TROUBLESHOOTING FOR THE HARDWARE  
Error Codes  
The error codes indicating the status of the equipment may appear on the touch panel. You can find the listings of these  
error codes in Chapter 7.  
P.86 “Error Codes”  
10 Messages Displayed on the Touch Panel  
1 TROUBLESHOOTING FOR THE HARDWARE  
Clearing a Paper Jam  
„ Locating a paper jam  
The equipment stops copying when the original or copy paper is jammed. Paper jams are notified on the touch panel as  
follows:  
Error code  
Error message  
Guidance for  
clearing paper jams  
Paper jam symbols  
The paper jam symbol helps you locate the paper jam.  
1
2
3
4
5
6
7
12  
11  
10  
9
8
1. Finisher and Hole Punch Unit (both optional) ( P.17)  
2. Inserter (optional) ( P.17)  
3. Reversing Automatic Document Feeder (lower) ( P.13)  
4. Reversing Automatic Document Feeder (upper) ( P.14)  
5. Inside of the equipment (paper exit area) ( P.22)  
6. Inside of the equipment (paper transport area) ( P.22)  
7. Bypass tray ( P.15)  
8. External Large Capacity Feeder (optional) (  
P.16)  
9. Inside of the equipment (paper feed area) ( P.22)  
10. Inside of the equipment (duplexing unit area) ( P.22)  
11. Inside of the equipment (reversing area) ( P.22)  
12. Saddle stitch unit (optional) (  
P.17)  
The picture of the hardware device shown on the touch panel differs depending on the finisher options installed.  
Clearing a Paper Jam 11  
         
1 TROUBLESHOOTING FOR THE HARDWARE  
„ Clearing a paper jam  
Remove paper jammed inside the equipment after you have cleared all other jams. If you fail to clear all other jams  
first, the jammed paper may be torn and left inside the equipment.  
Clear the paper jam  
1
Clear the paper jam following the guidance shown on the touch panel. Press  
or  
to scroll the pages.  
After clearing the jam, close all the opened covers.  
The equipment starts the warm-up. Follow the guidance on the touch panel.  
2
‰ Tips on removing the jammed paper  
Note the following points in removing the jammed paper.  
Remove paper jammed inside the equipment after you have cleared all other jams.  
If you fail to clear all other jams first, the jammed paper may be torn and left inside the equipment. Remove paper  
jammed inside the equipment after you have cleared all other jams.  
Remove the jammed paper carefully so as not to tear it.  
To avoid tearing the jammed 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 inside the equipment.  
When the paper jam sign remains after removing the jammed paper;  
Depending on the timing of the occurrence, no jammed paper may be found where the paper jam sign indicates. If the  
sign does not disappear after you have removed the jammed paper, follow the steps as instructed on the touch panel.  
Do not touch the fuser unit or the metal portion around it.  
Do not touch the fuser unit or the metal portion around it when removing the  
paper jammed inside the equipment. This could burn you or the shock could  
cause you to get your hand injured in the machine.  
12 Clearing a Paper Jam  
     
1 TROUBLESHOOTING FOR THE HARDWARE  
1.TROUBLESHOOTING FOR THE HARDWARE  
Do not touch the transfer belt.  
Do not touch the transfer belt when you removing the paper jammed inside  
the equipment. Doing so may cause damage on the equipment or result in a  
poor output.  
‰ If paper jams occur frequently  
The following are the common causes of paper jams. If the problem persists, check for the following situations.  
y An unsuitable original is placed on the Reversing Automatic Document Feeder.  
y Unavailable paper with the equipment is used.  
y Paper sizes are not consistent between the size in a drawer or the bypass tray and the size registered in the  
equipment.  
y All the jammed paper has not been removed.  
y There is too little or too much of a gap between the paper and the side guide in the drawer.  
y The amount of paper placed in a drawer exceeds the limit indicated on the side guide of the drawer.  
„ Paper jam in the Reversing Automatic Document Feeder (Lower)  
Open the Reversing Automatic Document Feeder.  
1
Open the reverse cover and remove the original.  
2
Close the reverse cover.  
3
Clearing a Paper Jam 13  
     
1 TROUBLESHOOTING FOR THE HARDWARE  
Close the Reversing Automatic Document Feeder.  
4
„ Paper jam in the Reversing Automatic Document Feeder (Upper)  
Raise the lever and open the upper cover.  
1
2
1
Remove the original.  
2
Turn the dial to remove the original.  
3
Open the transport guide and remove the original.  
4
1
2
14 Clearing a Paper Jam  
   
1 TROUBLESHOOTING FOR THE HARDWARE  
1.TROUBLESHOOTING FOR THE HARDWARE  
Close the transport guide.  
5
Raise the original feeder tray, and remove the original  
under the guide plate.  
6
1
2
Lower the original feeder tray.  
Close the upper cover.  
7
8
„ Paper jam in the bypass tray  
Pull out the jammed paper in the bypass tray.  
1
Clearing a Paper Jam 15  
   
1 TROUBLESHOOTING FOR THE HARDWARE  
„ Paper jam in the External Large Capacity Feeder (optional)  
Be careful not to let your fingers be caught between the equipment and the External Large Capacity Feeder.  
Separate the External Large Capacity Feeder  
(optional) from the equipment.  
1
Move it slowly while pushing the lock lever.  
Remove the jammed paper by turning the green dial.  
2
Remove the jammed paper from the equipment.  
3
Pull out the feeder tray and remove the jammed  
paper.  
4
16 Clearing a Paper Jam  
   
1 TROUBLESHOOTING FOR THE HARDWARE  
1.TROUBLESHOOTING FOR THE HARDWARE  
Close the feeder tray and connect the External Large  
Capacity Feeder to the equipment.  
5
Slowly move the External Large Capacity Feeder placing your hands  
on the positions shown in the figure.  
„ Paper jam in the Finisher, Hole Punch Unit and Inserter (all optional)  
Separate the finisher from the equipment.  
1
A
Separate the finisher from the equipment while pressing the lock lever.  
Place your hand on portion A in the figure and then move the finisher  
carefully.  
When the Hole Punch Unit is installed, open the Hole  
Punch Unit cover.  
2
Turn the green knob until the triangle mark ( ) falls  
within the designated area of the label.  
3
Close the Hole Punch Unit cover.  
4
5
Remove paper that sticks out from the paper feeding  
side.  
Clearing a Paper Jam 17  
   
1 TROUBLESHOOTING FOR THE HARDWARE  
When the Inserter is installed, pull out the lever to  
open its jam access cover.  
6
7
Remove the jammed paper.  
Close the jam access cover of the Inserter.  
Open the lower cover of the Inserter.  
8
9
Remove the jammed paper.  
10  
Close the lower cover.  
11  
12  
Raise the paper feeding tray of the Inserter, and then  
remove the jammed paper.  
1
2
18 Clearing a Paper Jam  
1 TROUBLESHOOTING FOR THE HARDWARE  
1.TROUBLESHOOTING FOR THE HARDWARE  
Open the upper cover of the finisher.  
13  
14  
15  
16  
Pull the knob 1 to open the buffer roller cover, and  
then remove the jammed paper.  
1
1
2
Pull the knob up in the rear side of the finisher to  
open the guide.  
Remove the jammed paper.  
Close the guide.  
17  
18  
Pull the knob 2 up to open the buffer roller.  
2
Clearing a Paper Jam 19  
1 TROUBLESHOOTING FOR THE HARDWARE  
Remove the jammed paper.  
19  
Remove paper that sticks out from the paper exit side  
of the finisher.  
20  
Close the upper cover of the finisher.  
21  
22  
23  
Return the paper feed tray of the Inserter to its original position.  
When the Saddle Stitch Finisher and the Inserter are  
installed together, open the front cover of the Inserter.  
Open the guide plate of the saddle stitch unit.  
24  
25  
Remove the jammed paper.  
20 Clearing a Paper Jam  
1 TROUBLESHOOTING FOR THE HARDWARE  
1.TROUBLESHOOTING FOR THE HARDWARE  
Close the guide plate.  
26  
When the Saddle Stitch Finisher and the Inserter are installed together, close the lower  
cover of the Inserter.  
27  
When the Saddle Stitch Finisher is installed, open the  
lower cover of the Saddle Stitch Finisher.  
28  
Turn the right-hand knob counterclockwise until it  
stops.  
29  
30  
31  
While pushing the left-hand knob, turn it clockwise to  
remove the jammed paper.  
Open the paper exit cover of the saddle stitch unit.  
Clearing a Paper Jam 21  
1 TROUBLESHOOTING FOR THE HARDWARE  
Remove the jammed paper.  
32  
Close the paper exit cover of the saddle stitch unit and the lower cover of the Saddle  
Stitch Finisher.  
33  
34  
Connect the finisher to the equipment.  
A
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.  
„ Paper jam inside of the equipment  
Be careful not to let your fingers be caught between the equipment and the External Large Capacity Feeder.  
Separate the External Large Capacity Feeder  
(optional) from the equipment when the External  
Large Capacity Feeder is attached.  
1
Move it slowly while pushing the lock lever.  
Open the paper feed cover.  
2
22 Clearing a Paper Jam  
   
1 TROUBLESHOOTING FOR THE HARDWARE  
1.TROUBLESHOOTING FOR THE HARDWARE  
Remove the jammed paper from the drawer.  
3
Open the paper source drawer and remove the  
jammed paper.  
4
Close the drawer and the paper feed cover.  
Open the bypass cover.  
5
6
Remove the jammed paper.  
7
Close the bypass cover.  
8
9
When the External Large Capacity Feeder is installed,  
connect it with the equipment.  
Move it slowly placing your hands on the point shown in the figure.  
Clearing a Paper Jam 23  
1 TROUBLESHOOTING FOR THE HARDWARE  
When the finisher is installed, separate it from the  
equipment.  
Separate the finisher from the equipment while pressing the lock lever.  
Place your hand on portion A in the figure and then move the finisher  
carefully.  
10  
11  
12  
13  
14  
A
Open the exit cover.  
Remove the jammed paper on the exit cover side.  
B
A
Do not 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.  
Remove the jammed paper from the middle of the  
reverse unit.  
Open the front cover of the equipment.  
24 Clearing a Paper Jam  
1 TROUBLESHOOTING FOR THE HARDWARE  
1.TROUBLESHOOTING FOR THE HARDWARE  
Turn the green knob of the fuser unit  
counterclockwise to remove the jammed paper.  
15  
Close the exit cover.  
16  
17  
When the finisher is installed, connect it with 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.  
A
Be careful not to let your fingers be caught between the  
finisher and the equipment.  
Turn the lever of the transfer/transport unit clockwise  
by 90 degrees to unlock it. Then pull out the transfer/  
transport unit.  
18  
19  
20  
Pull out the transfer/transport unit until it stops.  
Open the fuser unit cover.  
Do not touch the fuser unit and around the metal area around  
it.  
It could burn or injure you.  
Turn the green knob of the fuser unit  
counterclockwise to remove the jammed paper.  
Clearing a Paper Jam 25  
1 TROUBLESHOOTING FOR THE HARDWARE  
Close the fuser unit cover slowly.  
21  
22  
Open the duplexer guide.  
Remove the jammed paper.  
Close the duplexer guide.  
23  
24  
25  
Push the transfer/transport unit into the equipment  
carefully while holding its lever. Then turn the lever  
counterclockwise by 90 degrees to lock it.  
Close the front cover of the equipment.  
26  
„ Clearing paper jams caused by a wrong paper size setting  
Paper jams occur when there is a mismatch between the size of the paper in a drawer or the bypass tray and the size  
registered for the corresponding drawer or the bypass tray in the equipment. The message “Check paper size setting on  
control panel for drawer N” or “Check paper size setting on control panel for Bypass” appears on the touch panel.  
26 Clearing a Paper Jam  
   
1 TROUBLESHOOTING FOR THE HARDWARE  
1.TROUBLESHOOTING FOR THE HARDWARE  
In this case, just clearing the jammed paper does not prevent another paper jam. Be sure to follow the procedure below.  
During the operation, the guidance for clearing the paper jam on the touch panel is not displayed. Take notes of the  
following before operation: where the paper jam occurred and for which drawer the paper size setting is incorrectly  
registered.  
Troubleshooting differs depending on how the paper jam has occurred:  
P.27 “Jam when making copies or prints (using a drawer)”  
P.29 “Jam when making copies or prints (using the bypass tray)”  
P.29 “Jam when printing from the FAX”  
‰ Jam when making copies or prints (using a drawer)  
Press the [POWER] button on the control panel until a  
sound is heard.  
1
“Shutdown in progress” appears on the menu. After a while, the power  
of the equipment is turned OFF.  
Remove the jammed paper.  
2
Press the [POWER] button on the control panel.  
The equipment starts warming-up.  
3
Press the [USER FUNCTIONS] button on the control  
panel.  
4
Clearing a Paper Jam 27  
 
1 TROUBLESHOOTING FOR THE HARDWARE  
Press the [USER] tab to enter the [USER] menu and press [DRAWER].  
5
6
7
8
Press the drawer button indicated in the message.  
Press the paper size button for the paper that is set in the drawer.  
Press the [USER FUNCTIONS] button to return to the basic menu and try copying or  
printing again.  
28 Clearing a Paper Jam  
1 TROUBLESHOOTING FOR THE HARDWARE  
1.TROUBLESHOOTING FOR THE HARDWARE  
‰ Jam when making copies or prints (using the bypass tray)  
Press the [POWER] button on the control panel until a  
sound is heard.  
1
“Shutdown in progress” appears on the menu. After a while, the power  
of the equipment is turned OFF.  
Remove the jammed paper.  
2
Press the [POWER] button on the control panel.  
The equipment starts warming-up.  
3
Place the paper on the bypass tray and set the paper size.  
4
Try copying or printing again.  
5
‰ Jam when printing from the FAX  
Turn off the main power switch.  
Shutting down via the control panel is not possible in this case.  
1
Remove the jammed paper.  
2
Pull out the drawer indicated in the message and  
remove all the paper from the drawer.  
3
Clearing a Paper Jam 29  
   
1 TROUBLESHOOTING FOR THE HARDWARE  
Close the drawer and turn on the main power switch.  
The equipment starts warming-up.  
4
5
Check the paper size registered to the drawer indicated in the message by means of the  
drawer button on the touch panel.  
Place the paper in the drawer indicated in the message. Be sure to place the same-  
sized paper as the size you checked in step 5.  
6
Printing resumes.  
If you change the paper size again after printing has been completed, make sure that the size of the paper placed  
in the drawer is the same as the size registered for the corresponding drawer in the equipment.  
30 Clearing a Paper Jam  
1 TROUBLESHOOTING FOR THE HARDWARE  
Clearing a Staple Jam  
When a staple jam has occurred in the stapler of the finisher or saddle stitch unit, clear the jam following the procedure  
below.  
P.31 “Staple jam in the Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028”  
P.32 “Staple jam in the Saddle Stitch Finisher MJ-1029”  
P.34 “Staple jam in the saddle stitch unit”  
„ Staple jam in the Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028  
Open the front cover of the finisher.  
1
Lower the lever of the stapler to release the lock, and  
then take out the staple cartridge.  
2
1
2
Lower the guide while holding the knob.  
3
A
Do not touch the stapling area (A in the figure).  
The actual needle point could cause you personal injury.  
Remove any jammed staples with something sharp.  
4
Clearing a Staple Jam 31  
       
1 TROUBLESHOOTING FOR THE HARDWARE  
Holding the knob, raise the guide, and return it to its  
original position.  
5
Fit the staple cartridge into the stapler.  
Insert the cartridge until the lever of the stapler goes up to be fixed  
securely.  
6
7
Close the front cover of the finisher.  
„ Staple jam in the Saddle Stitch Finisher MJ-1029  
Open the front cover of the finisher.  
1
Slightly raise and pull out the staple cartridge while  
holding its lever.  
2
1
2
32 Clearing a Staple Jam  
   
1 TROUBLESHOOTING FOR THE HARDWARE  
1.TROUBLESHOOTING FOR THE HARDWARE  
Lower the guide while holding the knob.  
3
4
5
A
Do not touch the stapling area (A in the figure).  
The actual needle point could cause you personal injury.  
Remove any jammed staples with something sharp.  
Holding the knob, raise the guide, and return it to its  
original position.  
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.  
6
7
1
2
Close the front cover of the finisher.  
Clearing a Staple Jam 33  
1 TROUBLESHOOTING FOR THE HARDWARE  
„ Staple jam in the saddle stitch unit  
Open the lower cover of the Saddle Stitch Finisher.  
1
Slowly pull out the saddle stitch unit.  
2
Pull the stapler handle on the saddle stitch unit  
toward you to unlock it. Then turn the stapler  
clockwise by 60 degrees.  
3
2
The stapler is locked and cannot be turned further when it lies almost  
horizontally.  
1
Remove the staple cartridge.  
4
While pushing the lever (1 in the figure) downward,  
pull up the shutter with the knob (2).  
5
1
2
34 Clearing a Staple Jam  
   
1 TROUBLESHOOTING FOR THE HARDWARE  
1.TROUBLESHOOTING FOR THE HARDWARE  
Remove the jammed staples.  
6
A
Do not touch the stapling area (A in the figure).  
The actual needle point could cause you personal injury.  
Push the knob (2) to return it to its original position.  
Make sure that the lever (1) is latched on the shutter.  
7
8
9
2
1
Fit the staple cartridges.  
Push down each cartridge until it is fixed with a click.  
Unlock the stapler by pulling its handle toward you.  
Then return the stapler to its original position.  
2
1
Carefully insert the saddle stitch unit into the finisher.  
10  
11  
Make sure of the following two requirements before test stapling:  
y The Saddle Stitch Finisher is securely attached to the equipment.  
y A3, B4, A4-R, LD, or LT-R paper is set in the drawer.  
Clearing a Staple Jam 35  
1 TROUBLESHOOTING FOR THE HARDWARE  
Close the lower cover of the Saddle Stitch Finisher.  
Test stapling starts automatically.  
12  
Test stapling 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.  
36 Clearing a Staple Jam  
1 TROUBLESHOOTING FOR THE HARDWARE  
Replacing a Toner Cartridge  
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.  
Never attempt to incinerate toner cartridges.  
Dispose of used toner cartridges in accordance with local regulations.  
Replacing a Toner Cartridge 37  
   
1 TROUBLESHOOTING FOR THE HARDWARE  
y You can replace a toner cartridge while the print function is in operation when “Open the toner cover Install new  
toner cartridge” is displayed.  
y Some toner remains in the toner cartridge while the message “Toner near Empty” is displayed. Although you can  
replace the toner cartridge with a new one, make sure you follow the procedure  
P.40 “Replacing a “Near Empty”  
toner cartridge”. This procedure is needed to reset the toner counter to display the next “Toner near Empty”  
message at the proper time.  
Open the toner cover.  
1
2
3
4
Pull out the toner cartridge holder toward you.  
Take out the empty toner cartridge.  
Never attempt to incinerate toner cartridges.  
Dispose of used toner cartridges in accordance with local  
regulations.  
Shake the new toner cartridge well to loosen the toner  
inside.  
38 Replacing a Toner Cartridge  
1 TROUBLESHOOTING FOR THE HARDWARE  
1.TROUBLESHOOTING FOR THE HARDWARE  
Holding the new toner cartridge horizontally, pull out  
the seal in the direction of the arrow.  
5
Install a new toner cartridge into the toner cartridge  
holder.  
When inserting the toner cartridge, be sure that the shutter of the toner  
cartridge and the label on the equipment side (both in orange) are  
aligned.  
6
y If it is hard to insert the toner cartridge, rotate it little by little to  
insert it in the correct position.  
y If the toner scatters, wipe it off completely.  
Return the toner cartridge holder to its original  
position.  
7
8
Close the toner cover.  
Toner supplying operation automatically starts.  
Replacing a Toner Cartridge 39  
1 TROUBLESHOOTING FOR THE HARDWARE  
„ Replacing a “Near Empty” toner cartridge  
The message “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. You can replace the toner  
cartridge with a new one, but if you do so, make sure to follow the procedure below. This procedure is necessary for the  
equipment to reset the toner counter for displaying the next “Toner near Empty” message at the proper time.  
Press the [USER FUNCTIONS] button on the control  
panel.  
1
Press the [USER] tab on the touch panel to display the user setting menu, and then  
press [GENERAL].  
2
40 Replacing a Toner Cartridge  
     
1 TROUBLESHOOTING FOR THE HARDWARE  
1.TROUBLESHOOTING FOR THE HARDWARE  
Press [REPLACE TONER CARTRIDGE].  
3
To replace a toner cartridge, press [YES]. To cancel, press [NO].  
4
Replace the toner cartridge.  
5
6
See  
P.37 “Replacing a Toner Cartridge” for the correct procedure.  
Press [FINISH].  
Press the [USER FUNCTIONS] or [COPY] button on the control panel.  
The menu returns to the BASIC menu.  
7
Replacing a Toner Cartridge 41  
1 TROUBLESHOOTING FOR THE HARDWARE  
Refilling With Staples  
Refill with staples according to the following procedures when the staples in the stapler of the finisher and saddle stitch  
unit run out.  
P.42 “Refilling Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028 staples”  
P.43 “Refilling Saddle Stitch Finisher MJ-1029 staples”  
P.45 “Refilling saddle stitch unit staples”  
„ Refilling Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028 staples  
Open the front cover of the finisher.  
1
Lower the lever of the stapler to release the lock, and  
then take out the staple cartridge.  
2
1
2
Take the empty staple case out of the staple cartridge.  
3
Fit a new staple case on the staple cartridge.  
Push the staple case into the cartridge until it clicks.  
4
In this step, do not remove the seal bundling the staples.  
42 Refilling With Staples  
       
1 TROUBLESHOOTING FOR THE HARDWARE  
1.TROUBLESHOOTING FOR THE HARDWARE  
Pull out the seal bundling the staples straight.  
5
Fit the staple cartridge into the stapler.  
Insert the cartridge until the lever of the stapler goes up to be fixed  
securely.  
6
7
Close the front cover of the finisher.  
If the message “Check staple cartridge” remains, repeat the procedure above from steps 1 to 7.  
„ Refilling Saddle Stitch Finisher MJ-1029 staples  
The Saddle Stitch Finisher MJ-1029 has two types of staple 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.  
Open the front cover of the finisher.  
1
Slightly raise and pull out the staple cartridge while  
holding its lever.  
2
1
2
Refilling With Staples 43  
   
1 TROUBLESHOOTING FOR THE HARDWARE  
Press the buttons on both sides of the staple  
cartridge to open the cover.  
3
4
5
6
7
Pull out the empty staple case.  
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.  
Pull out the seal bundling the staples straight. Then  
close the cover.  
2
1
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.  
1
2
44 Refilling With Staples  
1 TROUBLESHOOTING FOR THE HARDWARE  
1.TROUBLESHOOTING FOR THE HARDWARE  
Close the front cover of the finisher.  
8
If the message “Check staple cartridge” remains, repeat the procedure above from steps 1 to 8.  
„ Refilling saddle stitch unit staples  
When the staples of the saddle stitch unit stapler in the Saddle Stitch Finisher have run out, refill them following the  
procedure below.  
Open the lower cover of the finisher.  
1
Slowly pull out the saddle stitch unit.  
2
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.  
3
2
The stapler is locked and cannot be turned any further when it lies  
almost horizontally.  
1
Remove the empty staple cartridges.  
Replace both cartridges at a time.  
4
Refilling With Staples 45  
   
1 TROUBLESHOOTING FOR THE HARDWARE  
Fit the new cartridges.  
Insert each cartridge until it is caught by the latch and is fixed with a  
click.  
5
Unlock the stapler of the saddle stitch unit by pulling  
its handle toward you, and lower the stapler to its  
original position.  
6
7
2
1
Slowly insert the saddle stitch unit into the finisher.  
Make sure that the following two requirements are met before test stapling:  
y The Saddle Stitch Finisher is securely attached on the equipment.  
y A3, B4, A4-R, LD, or LT-R paper is loaded in the drawer.  
8
9
When the message “Check staple cartridge in the Saddle Stitch unit” is displayed, this step is unnecessary.  
Proceed to step 9.  
Close the lower cover of the Saddle Stitch Finisher.  
When the message “READY (CHECK 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 Stitch Finisher.  
46 Refilling With Staples  
1 TROUBLESHOOTING FOR THE HARDWARE  
Cleaning the Hole Punch Dust Bin  
When the hole punch dust bin becomes full, dispose of the paper punchings following the procedure below.  
Open the Hole Punch Unit cover.  
1
Pull out the hole punch dust bin.  
2
Dispose of the paper punchings.  
3
Push back in the hole punch dust bin.  
4
Close the Hole Punch Unit cover.  
5
Cleaning the Hole Punch Dust Bin 47  
   
2.  
TROUBLESHOOTING FOR COPYING  
This chapter describes how to troubleshoot the problems on copying and copy output.  
Copying Problems.................................................................................................................. 50  
 
2 TROUBLESHOOTING FOR COPYING  
Copying Problems  
See the table below when you have a problem in operating copy function or have an unexpected copy output.  
Problem Description  
Cause  
Corrective Action  
Functions cannot be set.  
Another function that is unavailable  
Some functions cannot be combined.  
for the combination has already been For details, refer to Chapter 8 of the Copying Guide.  
set.  
Copying stops while scanning the The number of scanned pages has  
To copy the scanned images, press [YES]. To cancel,  
press [NO].  
originals. (The message “The  
number of originals exceeds the  
limits Will you print out stored  
originals?” appears.)  
reached the maximum.  
Copying stops while scanning the No available internal memory  
To copy the scanned images, press [YES]. To cancel,  
press [NO].  
originals. (The message “Not  
enough Work Space to store  
originals Will you print out stored  
originals?” appears.)  
remains.  
Copied image is too light.  
No toner is left.  
The message “Open the toner cover Install new toner  
cartridge” appears when no toner is left. Replace the toner  
cartridge.  
P.37 “Replacing a Toner Cartridge”  
Copy density is set too light.  
Copy density is set too dark.  
Darken the density manually or try the automatic density  
mode.  
Copied image is too dark.  
Copied image has stains.  
Lighten the density manually or try the automatic density  
mode.  
The Reversing Automatic Document  
Feeder is not fully lowered.  
Lower them fully to block the outside light.  
The original glass, platen sheet,  
Clean them.  
scanning area and guide are stained.  
P.98 “Regular Maintenance”  
The copy density is set too dark.  
Lighten the density manually or try the automatic density  
mode.  
A transparent original such as a  
To copy a transparent original clearly, put a sheet of blank,  
transparency or tracing paper is being white paper behind the original. Make sure that the paper  
used.  
is large enough to cover the original.  
Copy image is skewed.  
The original is sent from the  
Reversing Automatic Document  
Feeder at a skew.  
Replace the original while aligning the side guides of the  
Reversing Automatic Document Feeder to its width so that  
it will be placed straight.  
Copied image is partially missing. The size or orientation of the copy  
paper and that of the original are not  
consistent. The reduction ratio is not  
properly set.  
Fit the copy paper size to the original or set the reduction  
ratio for the copy paper.  
The binding margin is too wide.  
Set the binding margin width to fully 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 with dry copy paper.  
50 Copying Problems  
               
2 TROUBLESHOOTING FOR COPYING  
2.TROUBLESHOOTING FOR COPYING  
Problem Description  
Cause  
Corrective Action  
Copied image has black streaks  
in the horizontal direction.  
The scanning area or guides are  
stained.  
Clean them.  
P.98 “Regular Maintenance”  
Copying Problems 51  
 
3.  
TROUBLESHOOTING FOR PRINTING  
This chapter describes how to troubleshoot the problems on printing.  
Print Job Problems ................................................................................................................ 54  
Clearing print job errors........................................................................................................................................54  
Cannot remember the document password for a Private Print job.......................................................................56  
Printer Driver Problems......................................................................................................... 57  
Cannot print (port setting problems).....................................................................................................................57  
Command line options not processed..................................................................................................................57  
Retrieval of printer configuration failed.................................................................................................................57  
Cannot print a job as expected using PS3 printer driver......................................................................................58  
Cannot change settings on the [Fonts] tab and the [Configuration] tab ...............................................................58  
Network Connection Problems............................................................................................. 59  
Cannot print with the equipment (network connection problems).........................................................................59  
Cannot print with SMB print..................................................................................................................................59  
Cannot print properly with AppleTalk print............................................................................................................59  
Client Problems...................................................................................................................... 60  
Checking the client status.....................................................................................................................................60  
Hardware Problems................................................................................................................ 61  
Startup page not printed .......................................................................................................................................61  
Print jobs not output .............................................................................................................................................61  
 
3 TROUBLESHOOTING FOR PRINTING  
Print Job Problems  
This section describes how to clear the print jobs errors.  
„ Clearing print job errors  
Problem Description  
A print job error occurs and [JOB STATUS] blinks when the paper specified by the computer is not set in the drawers of the  
equipment.  
Corrective Action  
Clear the error following the procedure below.  
To print by placing paper on the bypass tray  
Press the [JOB STATUS] which is blinking.  
1
Place paper of the size specified with the computer on the bypass tray, and press the  
[START] button.  
2
Printing is performed. Press [JOB STATUS] when printing has been completed.  
54 Print Job Problems  
         
3 TROUBLESHOOTING FOR PRINTING  
3.TROUBLESHOOTING FOR PRINTING  
To print by setting suitable-size paper in the drawer  
Press the [JOB STATUS] which is blinking.  
1
Press the drawer button whose paper size setting you intend to change.  
2
You can also select the drawer with  
or  
.
Place the paper in the drawer.  
3
4
Press the paper size button corresponding to the size of the paper you have placed.  
Press the [START] button.  
Printing is performed. Press [JOB STATUS] when printing has been completed.  
5
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 may not be printed,  
however, if the paper size in the drawer is smaller than the one you have specified.  
Press the drawer button you intend to use on the touch panel and press the [START] button.  
Print Job Problems 55  
3 TROUBLESHOOTING FOR PRINTING  
„
Cannot remember the document password for a Private Print job  
Problem Description  
I cannot remember the document password for my Private Print job.  
Corrective Action  
The document password for a Private Print job is never shown, once the job has been sent to the equipment.  
To print the failed Private Print job, submit the document again as a new Private Print job.  
The failed Private Print job remains unprinted in the job queue. To delete it, either way below is required. Contact the  
administrator of the equipment.  
y 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.  
y Log on TopAccess with the administrator’s password and delete the job in the Print Job list.  
For details, refer to the TopAccess Guide.  
56 Print Job Problems  
       
3 TROUBLESHOOTING FOR PRINTING  
Printer Driver Problems  
This section describes the troubleshooting for the printer drivers.  
For the error messages that appear during the installation of the printer drivers, refer to the Software Installation  
Guide.  
„ Cannot print (port setting problems)  
Problem Description  
I cannot perform printing with the equipment.  
Corrective Action  
If the printer driver on the client computer points to a wrong network port, jobs neither appear in the current jobs queue nor  
are printed. Fix the problem following the procedure below:  
1. Open the Printers folder from the Control Panel.  
2. Right-click the printer driver icon.  
3. Select Properties from the shortcut menu.  
4. Select the [Ports] tab.  
5. Make sure that the path to the printer and the device name are correct.  
\\<device name>\print  
<device name> is the same as the device name set from the touch panel. “print” may be “pcl6” 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.  
„ Command line options not processed  
Problem Description  
All the print options are sent to the equipment at the beginning of the print job. If the print file already contains print  
commands, they overwrite the command line options you set. For example, if the print file specifies Letter paper, and you  
specify A4 paper with the lp command, the document is printed on Letter size paper.  
Corrective Action  
Change the properties of the document you intend to print to create another print file. Submit the print job using the lp  
command without setting additional parameters.  
„ 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.  
No Check...  
Yes  
No  
Corrective Action  
1
Is the equipment turned on?  
Next Step  
Turn on the equipment.  
Ö
Ø
2
Can you connect the computer to the equipment  
via TopAccess?  
Restart the equipment.  
Next Step  
Ö
Ø
3
Does the same message appear again when you  
access the property of the printer driver?  
Check the printer driver port assignment and  
make sure that it is correct.  
Ö
End  
Printer Driver Problems 57  
                 
3 TROUBLESHOOTING FOR PRINTING  
„ Cannot print a job as expected using PS3 printer driver  
Problem Description  
When printing with the PS3 printer driver from the application that creates the PostScript code for printing such as Adobe  
Acrobat, the following print options may not work correctly:  
y Manual Scale  
y Print Paper Size  
y Paper Type  
y Use Front Cover  
y Use Back Cover  
y Insert Pages  
y Interleave Pages  
y Booklet  
y Multiple Pages per Sheet  
y All options from the [Effect] tab  
y All options from the [Image Quality] tab  
Corrective Action  
Disable [Use PostScript Passthrough] in the [PostScript Settings] dialog box and print the document.  
„
Cannot change settings on the [Fonts] tab and the [Configuration] tab  
Problem Description  
The [Fonts] tab and [Configuration] tab are 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 [Fonts] tab and  
[Configuration] tab. Please log on with the Administrator or a Power User.  
58 Printer Driver Problems  
               
3 TROUBLESHOOTING FOR PRINTING  
Network Connection Problems  
This section describes the troubleshooting for printing in the network connection environment.  
See also the checklists by types of printing and operating systems on  
P.74 “Printing Problems (Network Related)”  
„ Cannot print with the equipment (network connection problems)  
Problem Description  
I cannot perform printing with the equipment.  
Corrective Action  
See the checklist below to determine if the cause of the problem is related to a network.  
If it is, see  
P.74 “Printing Problems (Network Related)”. In that section, several OS- and printing method-based check  
lists are provided to help you find an appropriate action to take.  
No. Check...  
Yes  
No  
Corrective Action  
1
Have you set the protocol settings so they are  
compatible with your network and client protocol  
settings?  
Set up the proper protocol.  
Next Step  
Ö
Ø
2
3
Have you set up the appropriate type(s) of print  
services that should be supported?  
Check the settings required for your printing  
environment.  
Next Step  
Ö
Ö
Ø
If you are using Novell print services, did you set  
up the Novell side of network printing, such as  
creating print servers and attaching the print  
queue?  
Set up the NetWare server.  
Refer to the Software Installation Guide.  
Next Step  
Ø
4
5
If you set up Novell print services, can you see the  
print job using PCONSOLE or NWAdmin?  
Refer to your Novell PCONSOLE or NWAdmin  
user documentation for help with using these  
utilities.  
Next Step  
Ö
Ö
Ö
Ø
Have you checked the gateway and subnet  
settings to make sure that the equipment is part of  
the same network gateway as the client from  
which you are trying to print?  
Set up the TCP/IP correctly.  
Next Step  
Ø
6
Are other services and communications  
performed over the network behaving in the  
normal and expected manner?  
Refer to your network documentation or use a  
network diagnostic utility to identify the network  
problem.  
End  
„ Cannot print with SMB print  
Problem Description  
When trying to print a document using an SMB connection, the job cannot be printed and such messages continuously  
appear as “No more connections can be made to this remote computer” or “Your file could not be printed due to an error”.  
Corrective Action  
SMB print is supposed to be utilized in a small network. If you can use Windows 2000, Windows XP, Windows Vista,  
Windows Server 2003, or Windows Server 2008 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.  
„ Cannot print properly with AppleTalk print  
Problem Description  
y Text will be printed as stripe lines when printing an email message.  
y Some text is not printed in a document.  
y When printing from a web browser, 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.  
Network Connection Problems 59  
                       
3 TROUBLESHOOTING FOR PRINTING  
Client Problems  
This section describes how to identify and correct the problems caused by the clients* connected to the equipment.  
*
One of the common examples of clients is a computer that sends a print job to the equipment and make it perform printing.  
„ Checking the client status  
Problem Description  
The printing problems are caused by the printer driver settings, network settings, errors in the network connections, and  
so forth. First, contact the administrator of the equipment to see if there is one of these kinds of problem, or see the  
following sections:  
P.57 “Printer Driver Problems”  
P.59 “Network Connection Problems”  
P.74 “Printing Problems (Network Related)”  
Another possible cause is one related to a client. If the print jobs sent from a specific client within a network fails, the  
problem may be caused by the client.  
The checklist below will help you identify the source of the error and direct you to the information resolving the problem. If  
the problem persists after you 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?  
Check the device status displayed in the Device  
page of TopAccess.  
Next Step  
Ö
Ø
2
See the Device page of TopAccess. Are the  
options specified for the job supported by the  
hardware configuration?  
If not, delete the job, install the required  
components, and try again. Contact your service  
representative for further information.  
Next Step  
Ö
Ö
Ø
3
Can you print the jobs from other clients?  
See the following section to fix the problem.  
P.59 “Cannot print with the equipment  
(network connection problems)”  
Next Step  
Ø
4
5
6
Have you ever printed successfully from this  
client?  
See the following section to fix the problem.  
P.57 “Cannot print (port setting problems)”  
Next Step  
Ö
Ö
Ø
Did you set up the printer driver other than by an  
SMB connection?  
See the following section to fix the problem.  
P.59 “Cannot print with SMB print”  
Next Step  
Ø
(For Macintosh only)  
Can you see the equipment you created in the  
Selector?  
Refer to the Software Installation Guide.  
Next Step  
Ö
Ø
7
At this point, the problem is most likely to be related to a client-side error. Refer to the Printing Guide to fix the problem.  
60 Client Problems  
       
3 TROUBLESHOOTING FOR PRINTING  
Hardware Problems  
This section describes troubles caused by the hardware device (the equipment).  
If an icon or a message indicating an error is not displayed, or the problems on printer drivers or the network connection  
cannot be specified, a hardware problem is a possible cause of the trouble.  
The following are common factors involved in the hardware problems:  
y System board, cables, and connectors  
y The equipment, and its (optional) components such as the duplexing unit or the Finisher  
y System software or firmware of the equipment  
„ Startup page not printed  
Problem Description  
If the startup page is not printed when you turn on the equipment, even though the Print Startup Page is enabled, there  
may be a hardware error. Contact your service representative.  
Corrective Action  
1. Make sure that Print Startup Page is enabled.  
2. Turn on the equipment. (If it is already on, restart it.)  
3. Check if the startup page is output.  
When the Print Startup Page is enabled, normally the Startup Page is automatically printed. If not, the problem is possibly  
caused by the hardware. Contact your service representative.  
„ Print jobs not output  
Problem Description  
All the clients within a network fail to make the equipment output the print jobs.  
Corrective Action  
There remains a possibility that an improper 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.  
No Check...  
Yes  
No  
Corrective Action  
1
Is printing prohibited from all connected client  
computers?  
See the following section to fix the problem:  
P.59 “Network Connection Problems”  
Next Step  
Ö
Ø
2
Can you see the job from TopAccess or another  
print monitoring utility, such as PCONSOLE or  
Print Manager?  
See the following section to fix the problem:  
P.70 “Locating the Equipment in the Network”  
Next Step  
Ö
Ö
Ø
3
Can you identify the problem with the error  
message or the error code and resolve it?  
See the following sections to fix the problem:  
P.82 “Error Messages”  
End  
P.86 “Error Codes”  
Also refer to the Printing Guide for more information on resolving output errors caused by software settings.  
Hardware Problems 61  
           
4.  
TROUBLESHOOTING FOR SCANNING  
This chapter describes how to troubleshoot the problems of scanning.  
Scanning Problems................................................................................................................ 64  
Cannot E-mail my scans ......................................................................................................................................64  
Cannot find the data saved in the shared folder...................................................................................................64  
 
4 TROUBLESHOOTING FOR SCANNING  
Scanning Problems  
This section describes troubleshooting for using scan data.  
„ Cannot E-mail my scans  
Problem Description  
I have scanned a document and sent the copy as an e-mail attachment, but the e-mail does not reach the specified e-mail  
address.  
Corrective Action  
Check the following points:  
y The correct e-mail addresses are specified.  
y The equipment is correctly configured for and connected to the network.  
y For the SMTP Client settings, the SMTP server address is correctly set.  
y For the SMTP Client settings, the Port Number is correctly set.  
y For the SMTP Client settings, the settings for SSL and/or authentication are correctly set.  
y The data size of the attached file is smaller than/equal to the maximum data size receivable on the recipient’s side.  
For details on the network settings, 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 saved the copy in shared folder of the equipment, but cannot locate the saved file.  
Corrective Action  
y 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.”  
y 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 earlier cannot access the shared folder on the equipment. If your computer is running Mac OS X 10.3.x or later,  
search the network for the equipment on Finder and access the folder named “FILE_SHARE.”  
y If you cannot find the equipment on the network, make sure that the SMB Server Protocol setting is enabled on  
TopAccess.  
For details on the network settings, refer to the TopAccess Guide.  
For details on storing the scanned image, refer to the Scanning Guide.  
64 Scanning Problems  
           
5.  
TROUBLESHOOTING FOR e-Filing  
This chapter describes how to troubleshoot the problems on e-Filing.  
e-Filing Web Utility Problems................................................................................................ 66  
e-Filing Web Utility terminates the session...........................................................................................................66  
Numerous sub windows repeatedly appear .........................................................................................................66  
Displaying the items in the Contents Frame takes a long time.............................................................................66  
Error messages....................................................................................................................................................67  
 
5 TROUBLESHOOTING FOR e-Filing  
e-Filing Web Utility Problems  
This section describes troubleshooting for the web browser-based e-Filing web utility. You will also find the error messages  
and the corrective actions for each message.  
„ e-Filing Web Utility terminates the session  
Problem Description  
The message “This operation will end your e-Filing session.” appears and e-Filing Web Utility returns to its top page.  
Corrective Action 1  
Clicking [Return], [Refresh], and [home] button or [login] link leads to this message and e-Filing Web Utility returns to its  
top page. In this case, try to do the operation you intend to do again.  
Corrective Action 2  
Closing the window by clicking the [x] button of the browser leads to the message “This operation will end 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.  
„
Numerous sub windows repeatedly appear  
Problem Description  
Numerous sub windows repeatedly appear and e-Filing becomes uncontrollable.  
Corrective Action  
Close all the windows and exit from the web browser. Then restart the browser and clear the cookie files from “Internet  
Option” (for Internet Explorer).  
„ Displaying the items in the Contents Frame takes a long time  
Problem Description  
Displaying the items in the Contents Frame takes a long time.  
Corrective Action  
Displaying more than 100 items in the Contents Frame may take a long time. A smaller number of items shortens the time  
for displaying.  
66 e-Filing Web Utility Problems  
               
5 TROUBLESHOOTING FOR e-Filing  
5.TROUBLESHOOTING FOR e-Filing  
„ Error messages  
See the table below to troubleshoot the problem if a message appears.  
Message  
Corrective Action  
Internal error occurred. Please restart e-Filing.  
Turn OFF and then ON the power of the equipment and then try  
again. If the error message is still displayed, contact your system  
administrator or contact your dealer for support.  
Your e-Filing Session has Timed Out. Please Restart.  
Exit from e-Filing and change the session timer setting to be  
longer on the Setup page of the TopAccess Administrator mode.  
Then restart it.  
The items have been modified.  
The items are currently being modified by another user. Try again  
after the other user has finished modifying the items.  
Cannot start e-Filing Session. The Disk is Full.  
Erase the unnecessary data from the Control Panel. For  
instructions on how to delete data from the Control Panel, refer to  
the e-Filing Guide.  
Cannot create a Box. The Disk is full.  
Cannot create a Folder. The Disk is full.  
Cannot edit the Document. The Disk is full.  
Cannot insert Page. The Disk is full.  
Cannot archive Documents. The Disk is full.  
Cannot upload archived file. The Disk is full.  
Cut failed. Disk is full.  
Erase unnecessary data using the administrative function or  
deleting the data in boxes for making hard disk space.  
Erase unnecessary data using the administrative function or  
deleting the data in boxes for making hard disk space.  
Erase unnecessary data using the administrative function or  
deleting the data in boxes for making hard disk space.  
Erase unnecessary data using the administrative function or  
deleting the data in boxes for making hard disk space.  
Erase unnecessary data using the administrative function or  
deleting the data in boxes for making hard disk space.  
Erase unnecessary data using the administrative function or  
deleting the data in boxes for making hard disk space.  
Erase unnecessary data using the administrative function or  
deleting the data in boxes for making hard disk space.  
Copy failed. Disk is full.  
Erase unnecessary data using the administrative function 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.  
Save failed. Disk is full.  
Erase unnecessary data using the administrative function or  
deleting the data in boxes for making hard disk space.  
Cannot create a Folder. Maximum number of folders has been  
reached.  
Delete unnecessary folders and create a new folder. You can  
create up to 100 folders in each box.  
Cannot create a document. Maximum number of documents has Delete unnecessary documents and create a new document. You  
been reached.  
can create up to 400 documents in each box and folder.  
Cannot insert Page. Maximum number of pages has been  
reached.  
Delete unnecessary pages and insert a new page. A document  
can contain up to 200 pages.  
Paste failed. Maximum number of page range is reached.  
Cut failed. The items have been deleted or modified.  
Copy failed. The items have been deleted or modified.  
Paste failed. The items have been deleted or modified.  
Delete failed. The items have been deleted or modified.  
Please enter valid password.  
Delete unnecessary pages and paste pages in the document. A  
document can contain up to 200 pages.  
Refresh the page and make sure that the item was deleted or is  
currently being modified.  
Refresh the page and make sure that the item was deleted or is  
currently being modified.  
Refresh the page and make sure that the item was deleted or is  
currently being modified.  
Refresh the page and make sure that the item was deleted or is  
currently being modified.  
Enter the correct password.  
A folder with the name you specified already exists. Please try  
again.  
Use a name that does not exist in the box.  
Another user has been 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 archiving or uploading.  
The Maximum Possible Archive Size exceed. Archiving is not  
Possible.  
An archive file larger than 2 GB cannot be created. Make sure  
that the archive file will be less than 2 GB by archiving smaller  
groups of files instead of a large one.  
The Box cannot be erased. A document contained in Box is being A document contained in the box is being used by another user.  
used.  
Try again after the other user has finished using the document.  
e-Filing Web Utility Problems 67  
   
5 TROUBLESHOOTING FOR e-Filing  
Message  
Corrective Action  
The document is being used. Please try again later.  
File format doesn’t correspond. Please contact Administrator.  
e-Filing is not ready. Please try again later.  
The selected document is being used by another user. Try again  
after the other user has finished using the document.  
Contact your administrator to convert the archive file and try  
again.  
e-Filing has not yet been activated. Try again later.  
68 e-Filing Web Utility Problems  
6.  
TROUBLESHOOTING FOR NETWORK  
CONNECTIONS  
This chapter describes how to troubleshoot the problems on network connections.  
Locating the Equipment in the Network............................................................................... 70  
Cannot locate the equipment in the network........................................................................................................70  
Cannot locate the equipment with Local Discovery..............................................................................................71  
Equipment does not respond to ping command...................................................................................................72  
LDAP Search and Authentication Problems........................................................................ 73  
Network shutdown occurs or touch panel disabled after LDAP search................................................................73  
LDAP authentication takes a long time.................................................................................................................73  
Printing Problems (Network Related)................................................................................... 74  
SMB print and Point&Print in a Windows operating system environment ............................................................74  
Raw TCP or LPR print in a Windows operating system environment ..................................................................74  
IPP print in a Windows operating system environment ........................................................................................75  
Novell print in a NetWare environment.................................................................................................................75  
Macintosh environment ........................................................................................................................................76  
UNIX/Linux environment ......................................................................................................................................76  
Network Fax (N/W-Fax) Driver Problems ............................................................................. 77  
N/W-Fax Driver Installation Error Messages ........................................................................................................77  
N/W-Fax Driver General Errors ............................................................................................................................78  
 
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS  
Locating the Equipment in the Network  
„ Cannot locate the equipment in the network  
Problem Description  
I cannot locate the equipment in the network.  
Corrective Action  
Improper settings may cause the problems in locating the equipment in the network. Try the checklist below to detect the  
cause of the problem. If the problem remains unsolved, contact your service representative.  
No. Check...  
Yes  
No  
Corrective Action  
1
Is the startup page printed out? If not, wait until  
Set up the proper protocols.  
the communication comes online. Examine the  
protocol settings listed on the startup page. Are  
they correct?  
Next Step  
Ö
Ø
2
Print out a configuration page. Make sure that  
there are not any discrepancies or inconsistencies  
between the current network settings and your  
network environment. Change the network  
settings, if necessary. Use the Find Computer  
utility from your Windows computer to locate the  
equipment by its device name. Can you find the  
equipment?  
Set up the proper protocol if required.  
Once you have located the equipment, configure  
the port that it is mapped correctly to the device.  
Next Step  
Ö
Ø
3
4
Can you locate other computers connected to the  
same network?  
Check the network settings on the client computer  
to make sure that they are compatible with the  
network settings on the equipment.  
Next Step  
Ö
Ö
Ø
Check the link LED activity on the hub and/or NIC  
of the equipment and the client machine. Do the  
hardware components appear to be functioning  
properly?  
Contact your service representative.  
Next Step  
Ø
5
Make sure that the device name for the  
Set up the NetBIOS name of the device correctly.  
equipment is unique and verify that the WINS  
and/or DNS server database are not causing  
potential naming conflicts with the network  
settings on the equipment. 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  
Ö
Ö
Ø
6
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?  
Contact your local network support specialist for  
further assistance.  
End  
70 Locating the Equipment in the Network  
         
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS  
6.TROUBLESHOOTING FOR NETWORK CONNECTIONS  
„ Cannot locate the equipment with Local Discovery  
Problem Description  
Local Discovery cannot detect the equipment.  
Corrective Action  
The equipment is normally located automatically by SNMP. When the TWAIN driver, File Downloader, Address Book  
Viewer, Backup/Restore Utility, or Remote Scan driver cannot automatically discover the equipment over the network, the  
most likely cause is limitations of the protocols supported by the computer. In some cases, you need to add or update  
network components; however, first see the checklist below to fix the problem.  
No. Check...  
Yes  
No  
Corrective Action  
1
2
3
Check the SNMP version.  
Is the SNMP setting configured for SNMP V3?  
Check whether the SNMP V3 is available on your  
environment.  
Next Step  
Ö
Ø
Is SNMP enabled on the equipment?  
Is “public” specified for the Read Community?  
Enable the SNMP (MIB) and confirm the Read  
Community setting.  
Next Step  
Ö
Ö
Ø
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.  
See the vendor’s Web site for information about  
product updates and technical supports.  
Next Step  
Ø
4
5
Print an NIC Configuration page from the  
equipment. Does the equipment support the same  
protocol as the network?  
Configure the proper protocol.  
Next Step  
Ö
Ø
Change the protocol settings from TopAccess, if  
necessary, and reboot the equipment for the  
changes to take effect. Repeat step 2. Was the  
device discovered?  
Next Step  
End  
Ø
6
7
Check the NIC Configuration page. Are the IP  
address and subnet mask settings correct?  
Setup the TCP/IP settings correctly.  
Adjust the router settings.  
Next Step  
Ö
Ö
Ø
Check the router to make sure that it is not  
filtering out the equipment packets. Is the router  
processing equipment packets correctly?  
Next Step  
Ø
8
9
Can another computer within the same network  
segment discover the equipment?  
See the following section to fix the problem:  
P.70 “Locating the Equipment in the Network”  
Next Step  
Ö
Ö
Ø
Check the NIC Configuration page. Is the Unit  
Serial Number part of the device name?  
Contact your service representative.  
Next Step  
Ø
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  
Ö
Locating the Equipment in the Network 71  
       
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS  
„ Equipment does not respond to ping command  
Problem Description  
The equipment does not respond to a ping command.  
Corrective Action  
Check the network settings following the checklist below.  
No. Check...  
Yes  
No  
Corrective Action  
1
Confirm that the TCP/IP protocol suite is installed  
on the client computer.  
Refer to the networking section of your operating  
system documentation.  
Next Step  
Ö
Ø
2
Look at the NIC configuration page and confirm  
that the TCP/IP settings are correct. Is the IP  
address entered and valid? Are the Gateway and  
Subnet settings correct?  
Enter the correct TCP/IP settings.  
Next Step  
Ö
Ö
Ø
3
Reboot the equipment. Check the NIC  
Configuration page that is printed out. Are the  
TCP/IP settings correct?  
The settings are not binding, contact your service  
representative.  
Next Step  
Ø
4
5
Try to ping the equipment again. Did the  
equipment respond to the ping?  
Next Step  
End  
Ø
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.  
Contact your local network specialist for a valid IP  
address for the equipment.  
Next Step  
Ö
Ö
Ø
6
7
Can you ping to another computer within the  
same network?  
Check the computer’s protocol settings to make  
sure the gateway and subnet settings are correct.  
Next Step  
Ø
If you have customized the device name, you can  
check if the NIC is functional by restoring the  
default settings. When the equipment  
automatically reboots and an NIC Configuration  
page is printed, does the device name include the  
NIC’s unit serial number?  
The NIC is faulty or improperly installed. Contact  
your service representative.  
Next Step  
Ö
Ö
Ø
8
Check link activities on the port being used by the  
equipment and also the integrity of the network  
cable, hub, or switch that is connecting the  
equipment to the network. Replace any network  
components that you suspect are faulty. Can you  
ping the equipment now?  
Contact your service representative.  
End  
72 Locating the Equipment in the Network  
     
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS  
LDAP Search and Authentication Problems  
„ Network shutdown occurs or touch panel disabled after LDAP search  
Problem Description  
After performing the LDAP search, the network shutdown occurs or the touch panel is disabled.  
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.  
Ö
Ø
2
Is the LDAP server setting correctly set?  
Enter the correct LDAP setting. Re-enter the  
correct password carefully because it is displayed  
by asterisks.  
End  
Ö
„ LDAP authentication takes a long time  
Problem Description  
It takes a long time to perform LDAP authentication 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  
Check the LDAP server is correctly running.  
Ö
Ø
2
Is the LDAP server setting correctly set?  
Enter the correct LDAP setting. Especially re-  
enter the correct password carefully because it  
displays with asterisks.  
End  
Ö
LDAP Search and Authentication Problems 73  
             
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS  
Printing Problems (Network Related)  
Among the several ways to use the equipment in the network, the simplest one is to set the equipment in the TCP/IP  
environment using a DHCP server to assign IP address dynamically to devices. Using the default settings also assures an  
easier network implementation, although you may be required to customize the settings to accommodate them in your  
particular environment.  
Some common network configurations are shown below, along with the steps required to configure the equipment. If you  
perform all the steps in the applicable checklist and still cannot print satisfactorily with the equipment, contact your service  
representative.  
y You can change the network protocol settings with the touch panel of the equipment or with TopAccess (the  
Administration page).  
y For the error messages that appear during the installation of the printer drivers, refer to the Software Installation  
Guide.  
„ SMB print and Point&Print in a Windows operating system environment  
No Check...  
Yes  
No  
Corrective Action  
1
Are the IP address properties correctly set?  
Next Step  
Set up the IP address correctly.  
Ö
Ø
2
Is the Microsoft computer name (device name)  
unique?  
Set up the device name correctly.  
Set up the workgroup correctly.  
Next Step  
Ö
Ö
Ø
3
4
Is the workgroup name valid and correctly  
entered?  
Next Step  
Ø
Is the WINS server address correctly set?  
Set up the WINS server address correctly, or  
enter “0.0.0.0” for the WINS server address to  
disable the WINS service.  
Next Step  
Ö
Ö
Ö
Ø
5
6
If the client computers are located in different  
segments, is the WINS service correctly  
provided?  
Set up the WINS server and enable it on the  
equipment to allow users access from a different  
segments.  
Next Step  
Ø
Can you see the equipment in Windows Network  
Neighborhood?  
See the following section to fix the problem:  
P.70 “Cannot locate the equipment in the  
network”  
Next Step  
Ø
7
8
9
Were the proper printer drivers installed?  
Is the driver’s port name valid?  
Refer to the Software Installation Guide to  
install the proper printer drivers.  
Next Step  
Ö
Ö
Ø
Refer to the Software Installation Guide to  
configure the proper port.  
Next Step  
Ø
Can you print with the equipment?  
See the following section to fix the problem:  
P.59 “Cannot print with the equipment  
(network connection problems)”  
End  
Ö
„ Raw TCP or LPR print in a Windows operating system environment  
No Check...  
Yes  
No  
Corrective Action  
1
2
3
4
Are the IP Address properties correctly set?  
Next Step  
Set up the IP address correctly.  
Ö
Ø
Is Raw TCP print correctly set?  
Next Step  
Set up the Raw TCP print service correctly.  
Set up the LPD print service correctly.  
Ö
Ö
Ö
Ø
Is LPR/LPD print correctly set?  
Next Step  
Ø
Were the proper printer drivers installed?  
Refer to the Software Installation Guide to  
install the proper printer drivers.  
Next Step  
Ø
5
6
Is the Raw TCP or LPR port configured with the  
correct IP address?  
Refer to the Software Installation Guide to  
configure the proper port.  
Next Step  
Ö
Ö
Ø
Can you print with the equipment?  
See the following section to fix the problem:  
P.59 “Cannot print with the equipment  
(network connection problems)”  
End  
74 Printing Problems (Network Related)  
                 
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS  
6.TROUBLESHOOTING FOR NETWORK CONNECTIONS  
„ IPP print in a Windows operating system environment  
No. Check...  
Yes  
No  
Corrective Action  
1
Are the IP address properties correctly set?  
Next Step  
Set up the IP address correctly.  
Ö
Ø
2
Is the HTTP server on the equipment enabled?  
Enable the HTTP server in the HTTP Network  
Service.  
Next Step  
Ö
Ö
Ö
Ö
Ø
3
4
Is the IPP print correctly set?  
Next Step  
Set up the IPP print service correctly.  
Ø
Were the proper printer drivers installed?  
Refer to the Software Installation Guide to  
install the proper printer drivers.  
Next Step  
Ø
5
6
Is the IPP port configured with the correct URL?  
Can you print with the equipment?  
Refer to the Software Installation Guide to  
configure the proper port.  
Next Step  
Ø
See the following section to fix the problem:  
P.59 “Cannot print with the equipment  
(network connection problems)”  
End  
Ö
„ Novell print in a NetWare environment  
No. Check...  
Yes  
No  
Corrective Action  
1
2
3
4
5
6
7
8
Are the IPX/SPX protocols enabled? Is the correct  
frame type selected?  
Set up the IPX/SPX correctly.  
Next Step  
Ö
Ø
If applicable, did you successfully set up queue-  
based print?  
Set up the NetWare server properly.  
Next Step  
Ö
Ö
Ö
Ö
Ö
Ö
Ø
Did you configure the equipment for a NetWare  
connection?  
Set up the NetWare network settings correctly.  
Set up the Novell print service correctly.  
Next Step  
Ø
Did you configure the equipment for Novell print  
service?  
Next Step  
Ø
Were the proper printer drivers installed?  
Refer to the Software Installation Guide to  
install the proper printer drivers.  
Next Step  
Ø
Is the IPP port configured with the correct URL?  
Refer to the Software Installation Guide to  
configure the proper port.  
Next Step  
Ø
Can you see the equipment in Windows Network  
Neighborhood?  
Check that the SMB protocol is enabled in the  
client computers.  
Next Step  
Ø
Can you print with the equipment?  
See the following section to fix the problem.  
P.59 “Cannot print with the equipment  
(network connection problems)”  
End  
Ö
Printing Problems (Network Related) 75  
           
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS  
„ Macintosh environment  
No. Check...  
Yes  
No  
Corrective Action  
1
2
3
Is AppleTalk enabled on the equipment?  
Next Step  
Enable AppleTalk.  
Ö
Ø
Are the IP address properties correctly set?  
Next Step  
Set up the IP address correctly.  
Ö
Ö
Ø
Is the equipment available in the Chooser when  
you click the LaserWriter 8 printer icon?  
Make sure that the AppleTalk zone is supported  
by the Macintosh client.  
Next Step  
Ø
4
5
Can you access any other network device from  
the Macintosh computer?  
Refer to your Macintosh networking  
documentation or contact Macintosh technical  
support.  
Next Step  
Ö
Ö
Ø
Can another Macintosh computer on the network  
print to the equipment? If so, compare the settings  
to determine which need to be changed to support  
print from this machine.  
Refer to your Macintosh networking  
documentation or contact Macintosh technical  
support.  
End  
„ UNIX/Linux environment  
No. Check...  
Yes  
No  
Corrective Action  
1
2
3
Are the IP address properties correctly set?  
Next Step  
Set up the IP address correctly.  
Ö
Ø
Is the LPR/LPD print correctly set?  
Next Step  
Set up the LPD print service correctly.  
Ö
Ö
Ö
Ø
Did you successfully install the UNIX/Linux filters?  
Refer to the Software Installation Guide to  
install UNIX/Linux filters.  
Next Step  
Ø
4
5
Did you successfully create and set up a print  
queue?  
Refer to the Software Installation Guide to  
configure the print queue.  
Next Step  
Ø
Can you print to the equipment using LPD as the  
root?  
Set up UNIX/Linux access for the equipment to  
enable other users to print from the Bourne shell.  
Refer to your UNIX/Linux documentation for more  
information.  
Next Step  
Ö
Ö
Ø
6
Can you ping the equipment from your computer?  
Try a remote ping from another server. If you can  
reach the equipment from that server, check for  
conflicts between the equipment and your current  
network segment.  
Next Step  
Ø
7
8
Is the LP Daemon functioning?  
Next Step  
Reload Daemon or restart the system.  
Ö
Ö
Ø
Can you print with the equipment?  
End  
Contact your service representative.  
76 Printing Problems (Network Related)  
         
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS  
Network Fax (N/W-Fax) Driver Problems  
This section describes the troubleshooting for the Network Fax (N/W-Fax) driver.  
„ N/W-Fax Driver Installation Error Messages  
For information on the installation of the N/W-Fax driver, refer to the Software Installation Guide.  
‰ Setup needs to copy Windows NT files  
Problem description  
The wrong port type was selected from the Printer Ports dialog.  
Corrective action  
1. Click Cancel until the Add Printer Wizard terminates.  
2. Select [Add Printer]*1 from the [File] menu in the Printers folder to start the Add Printer Wizard, and then perform the  
installation again.  
*1  
Double-click the [Add Printer] icon for Windows 2000.  
3. When the screen for selecting a port is displayed, select [Local port] to add a printer.  
‰ Client software CD now required  
Problem description  
When adding a new printer 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]*2 from the [File] menu in the printer folder to start the Add Printer Wizard, and perform the  
installation again.  
*2  
Double-click the [Add Printer] icon for Windows 2000.  
3. When the screen for selecting a printer is displayed, select [Have Disk].  
4. Select [Use Existing Driver] to add another copy of an existing driver or browse to the subdirectory that contains the  
appropriate *.inf file.  
‰ File *.DRV on client CD could not be found  
Problem description  
When adding a new printer driver, the user did not choose the Have Disk option but selected the printer name from the  
Add Printer list.  
Corrective action  
1. Cancel the Add Printer Wizard.  
2. Select [Add Printer]*3 from the [File] menu in the printer folder to start the Add Printer Wizard, and perform the  
installation again.  
*3  
Double-click the [Add Printer] icon for Windows 2000.  
3. When the screen for selecting a printer is displayed, select [Have Disk].  
4. Browse to the subdirectory that contains the appropriate *.inf file.  
‰ Location does not contain information about your hardware  
Problem description  
The path to the *.inf file selected during driver installation is too far away. In other words, there are too many characters in  
the directory path.  
Corrective action  
Copy the directory containing the *.inf file to the local drive and resume installation.  
Network Fax (N/W-Fax) Driver Problems 77  
         
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS  
‰ This port is currently in use  
Problem description  
The driver was either opened, printing a job, or in use by another printer or application, when you attempted to delete it.  
Corrective action  
Make sure all print jobs have been completed before deleting a port. If there are still problems, exit all applications and try  
again. Check each driver to see if another driver is using the same port. If so, first change the driver’s port setting and  
delete the port.  
‰ Problem with the current printer setup  
Problem description  
The driver was not set up properly, possibly because the installation 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.  
„ 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  
device” appears.  
Corrective action  
Communication between the N/W-Fax driver and this equipment failed. Make sure that this equipment is operating. If not,  
turn its power ON.  
Connect the N/W-Fax driver with this equipment through the TopAccess. If the connection fails, reboot the computer and  
this equipment.  
‰ The fax jobs are not listed on the “Logs - Transmission” screen in  
TopAccess  
Problem description  
When confirming the fax job logs on the “Logs - Transmission” screen in TopAccess, the fax jobs that are sent are not  
displayed.  
Corrective action  
If the relevant fax job is not included in the Log list, your transmission job may not have been performed. In this case,  
search for jobs without the department code in the “JOB STATUS - FAX” on the control panel. Then, select the relevant fax  
job and press the [SEND] button to resend it.  
‰ Fax transmission cannot be performed with a cover sheet  
Problem description  
In a N/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 30 letters or less for the file name of the printer driver.  
78 Network Fax (N/W-Fax) Driver Problems  
   
7.  
CHECKING THE EQUIPMENT STATUS  
WITH TopAccess  
This chapter describes how to check the status of the equipment with TopAccess.  
Hardware Status Icons on TopAccess [Device] Tab ........................................................... 80  
Error Messages ...................................................................................................................... 82  
Error Codes............................................................................................................................. 86  
Error codes on print jobs ......................................................................................................................................86  
Error codes on transmission and reception..........................................................................................................88  
Error codes on scan jobs......................................................................................................................................91  
 
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess  
Hardware Status Icons on TopAccess [Device] Tab  
When the equipment requires maintenance or when an error occurs with the equipment, the icons indicating the status  
information appear near the graphic image of the equipment on the TopAccess [Device] tab. The following are the icons to  
appear and the descriptions for them.  
For details of the [Device] tab of TopAccess, refer to the TopAccess Guide.  
Printer Error 1  
This icon indicates a non-recommended toner cartridge is used and the equipment stopped printing.  
P.37 “Replacing a Toner Cartridge”  
Printer Error 2  
This icon indicates:  
y You need to remove paper from the exit tray of the equipment.  
y You need to remove paper from the receiving tray of the Finisher.  
y You need to remove the staples jammed in the Finisher.  
P.31 “Staple jam in the Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028”  
y You need to remove the staples jammed in the Saddle Stitch unit.  
P.34 “Staple jam in the saddle stitch unit”  
y You need to clear the hole punch paper bits from the Hole Punch Unit.  
P.47 “Cleaning the Hole Punch Dust Bin”  
y The recommended toner cartridge is not being used.  
P.37 “Replacing a Toner Cartridge”  
y You tried to perform saddle stitching for a printing on mixed paper sizes.  
y The equipment cannot load paper from the External Large Capacity Feeder.  
Cover Open  
This icon indicates the front cover is open.  
Toner Empty  
This icon indicates no toner is left. It also indicates which color is empty:  
P.37 “Replacing a Toner Cartridge”  
Waste Toner Full  
This icon indicates the waste toner box is full and requires replacing.  
80 Hardware Status Icons on TopAccess [Device] Tab  
             
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess  
7.CHECKING THE EQUIPMENT STATUS WITH TopAccess  
Paper Empty  
This icon indicates 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.11 “Clearing a Paper Jam”  
Staples Empty  
This icon indicates no staples are left in the Finisher.  
P.42 “Refilling With Staples”  
Call for Service  
Contact your service representative to have the equipment inspected.  
Hardware Status Icons on TopAccess [Device] Tab 81  
       
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess  
Error Messages  
When a message appears on the [Device] Tab of TopAccess, see the table below for the corrective action.  
TopAccess Message  
Front Cover Open - Please Close Cover.  
Corrective Action  
Close the front cover.  
Paper Feeding Cover Open - Please Close Cover.  
Transfer/Transport unit Open - Please Close Cover.  
Large Capacity Feeder Cover Open - Please Close Cover.  
Drawer Open - Please Close Cover.  
Close the paper feeder cover.  
Close the transfer/transport unit.  
Close the Large Capacity Feeder cover.  
Close the drawer.  
Automatic Duplexing Unit Cover Open - Please Close Cover.  
Relay Unit Cover Open - Please Close Cover.  
Finisher Joint Cover Open - Please Close Cover.  
Staple Door Open - Please Close Cover.  
Close the automatic duplexing unit cover.  
Close the Bridge Unit cover.  
Close the Finisher joint cover.  
Close the stapler cover.  
Punch Unit Front Cover Open.  
Close the Punch Unit front cover.  
Close the lower tray delivery cover.  
Close the lower tray front cover.  
Close the Punch unit front cover.  
Close the Hole Punch Unit cover.  
Lower Tray Delivery Cover Open - Please Close Cover  
Lower Tray Front Cover Open - Please Closer Cover  
Punch Unit Front Cover Open - Please Close Cover  
Hole Punch Unit Open - Please Close Cover.  
Paper Jam in Auto Duplexer Unit - Please Clear Paper Path  
Refer to the guidance on the touch panel to remove jammed  
paper.  
Paper Insertion Jam - Please Clear Paper Path  
Paper Jam in Printer - Please Clear Paper Path  
Paper Ejection Jam - Please Clear Paper Path  
Staple Jam in Finisher - Please Clear Staple  
Paper Jam in Finisher - Remove paper  
Refer to the guidance on the touch panel to remove jammed  
paper.  
Refer to the guidance on the touch panel to remove jammed  
paper.  
Refer to the guidance on the touch panel to remove jammed  
paper.  
Remove the jammed staples from the Finisher.  
See  
P.31 “Clearing a Staple Jam”.  
Remove the jammed paper from the Finisher.  
See P.11 “Clearing a Paper Jam”  
Staple Jam in Saddle Stitch Finisher - Please Clear Staple  
Remove jammed staples from the Saddle Stitch Finisher.  
See  
P.31 “Clearing a Staple Jam”  
Used Toner Container Full - Please Replace.  
Toner Not Recognized - Please Check Toner.  
Black Toner Empty - Please Refill.  
Replace the waste toner box.  
Check and adjust the toner bottle.  
Replace the black toner.  
See  
P.37 “Replacing a Toner Cartridge”.  
Cyan Toner Empty - Please Refill.  
Magenta Toner Empty - Please Refill.  
Yellow Toner Empty - Please Refill.  
Confirm waste toner box is attached  
Replace the cyan toner.  
Replace the magenta toner.  
Replace the yellow toner.  
Confirm the waste toner box is securely attached and close the  
waste toner box cover.  
Close duplexing unit cover  
Close the duplexing unit cover.  
Close receiving tray low cover  
Close the low cover of the receiving tray.  
Prepare a new waste toner box.  
Prepare new waste toner box  
TRU Box needs to be replaced (Please make a service call)  
Contact your service representative for the replacement of the  
TRU Box.  
Automatic Document Feeder Error - Please Contact Service  
Technician.  
Contact your service representative.  
Alignment Error in Automatic Document Feeder - Please Contact Contact your service representative.  
Service Technician.  
Motor Error in Automatic Document Feeder - Please Contact  
Service Technician.  
Contact your service representative.  
I/F Error in Automatic Document Feeder - Please Contact Service Contact your service representative.  
Technician.  
Fatal Error - Please Contact Service Technician.  
Contact your service representative.  
Contact your service representative.  
Contact your service representative.  
Contact your service representative.  
Main Motor Error - Please Contact Service Technician.  
Printer Output Error - Please Contact Service Technician.  
Printer Input Error - Please Contact Service Technician.  
82 Error Messages  
   
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess  
TopAccess Message  
Corrective Action  
Expired scan documents deleted from share folder.  
Expired documents are deleted automatically from the “SCAN”  
folder in the “SHARE_FILE” folder.  
Expired Sent Fax documents deleted from share folder.  
Expired Received Fax documents deleted from share folder.  
Expired documents are deleted automatically from the “TXFAX”  
folder in the “SHARE_FILE” folder.  
Expired documents are deleted automatically from the “RXFAX”  
folder in the “SHARE_FILE” folder.  
Scanned documents in shared folder deleted upon user’s request. Documents in the “SCAN” folder have been deleted by a user.  
Sent Fax documents in shared folder deleted upon user’s request. Documents in the “TXFAX” folder have been deleted by a user.  
Received Fax documents in shared folder deleted upon user’s  
request.  
Documents in the “RXFAX” folder have been deleted by a user.  
Failed to delete file.  
The file cannot be deleted from the shared folder.  
The file cannot be acquired from the shared folder.  
There are documents to be deleted in a few days in e-Filing.  
Failed to acquire resource.  
Document(s) expire(s) in a few days.  
Hard Disk space for Electronic Filing nearly full.  
The hard disk has little space available. Delete unnecessary  
documents to make more space.  
Power failure occurred during e-Filing restoring.  
The document could not be stored in e-Filing because of the  
power failure.  
SMTP Destination Error has been detected in the received mail.  
This mail was deleted.  
The equipment cannot receive the Email that does not contain the  
sender’s Email address. Ask the sender to send the Email again  
with the sender’s Email address.  
OffRamp Destination limitation Error has been detected in the  
received mail.  
The equipment cannot perform the Offramp transmission to more  
than 40 destinations. Ask the sender to send the Offramp  
document separately for each of the 40 destinations.  
Fax Unit Error has been occurred in the received mail.  
The equipment cannot perform the Offramp transmission without  
the optional Fax Unit.  
POP3 Connection Error has been occurred in the received mail.  
Make sure that the POP3 server is properly running. Make sure  
that the correct IP address of the POP3 server is assigned.  
POP3 Connection Timeout Error has been occurred in the  
received mail.  
Make sure that the network cable is correctly connected. Make  
sure that the POP3 server is properly running.  
POP3 Login Error has been occurred in the received mail.  
Make sure that the correct login name and password are  
specified.  
POP3 Login Error occurred in the received mail  
Make sure that the POP3 login type (Auto, POP3, APOP) is set  
correctly.  
File I/O Error has been occurred in this mail. The mail could not be Turn OFF then ON the power and check whether the equipment  
received until File I/O is recovered.  
can receive the Internet Fax. If the Internet Fax document cannot  
be received, confirm that any files other than TIFF and text files  
are attached in the Internet Fax.  
Hard Disk space for File Share nearly full.  
Domain - General Failure during Authentication  
Domain - Invalid User Name or Password  
Domain - Server not present in Network  
Domain - User account is disabled on Server  
The hard disk has little disk space available. Delete unnecessary  
documents to make the hard disk space.  
Verify the Network Settings again and retry connecting to the  
domain controller.  
Check the user name and password. Note that they are case-  
sensitive.  
The server is not on network or it could not be located. Also check  
the DNS and DDNS settings on TopAccess.  
Check the User attributes on the server. This can be verified in ->  
Active Directory Users and Computers.  
Domain - User account has expired and cannot be used for logon Change the account expiration date and retry again. The  
expiration date can be modified from Active Directory Users and  
Computers.  
Domain - User account is locked and cannot be used for logon  
Domain - Invalid logon hours for the User  
The lockout duration could be specified in account lockout  
security policy. If so, retry after the lockout duration.  
The administrator has set restrictions on the logon hours. The  
logon hours can be modified from Active Directory Users and  
Computers.  
Active Directory Domain - Clock Skew error due to difference in  
Time between Server and MFP  
The clocks need to be synchronized. Please check whether SNTP  
is configured correctly on the equipment.  
Active Directory Domain - Kerberos Ticket has expired and cannot Please confirm the validity period of the ticket set by the Kerberos  
be used for Authentication server. Please retry again after the fresh ticket is issued.  
Error Messages 83  
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess  
TopAccess Message  
Corrective Action  
Active Directory Domain - Verification of the Ticket has failed  
Verify the user name and password and try again. If the problem  
persists please contact the administrator.  
Active Directory Domain-The Domain specified could not be found Enter the correct domain name in network settings. If the problem  
persists please contact the administrator for the correct realm  
name for your server.  
Information Failed User Authentication  
Check Domain Name/User Name/Password  
SNTP Server - Connect Error has occurred  
The equipment could not connect to the SNTP Server. Check the  
SNTP settings.  
No IKE proposal chosen  
Check the IKEv1/IPsec proposal parameters  
(like encryption/authentication algorithms, DH group,  
authentication methods) in MFP and peer machine.  
IKE Certificate Authentication failed  
Check  
1. CA and user certificate in both MFP and remote peer -  
certificate timestamp and IPsec Certificate template should be  
valid.  
2. CRL DP server name is mapped in MFP's host table or DNS  
entry.  
3. Certificate against CRL.  
IKE Pre-shared key Authentication failed  
Mismatch in IKEv1 Pre Shared Key. Check the PSK in MFP and  
remote machine.  
Invalid Certificate  
Check the CA and user certificate in MFP and peer machine.  
Check the user certificate type. Supported type is “.pfx” file only.  
Check the CA certificate in MFP and peer machine.  
Certificate Type unsupported  
Invalid certificate authority  
Certificate unavailable  
Certificate has been deleted from Certificate store. Re-upload the  
corresponding certificates using Security Services.  
No ISAKMP SA established  
Check the IKEv1/IPsec proposal parameters  
(like encryption/authentication algorithms, DH group,  
authentication methods) in MFP and peer machine.  
Check  
1. CA and user certificate in both MFP and remote peer -  
certificate timestamp and IPsec Certificate template should be  
valid.  
2. CRL DP server name is mapped in MFP’s host table or DNS  
entry.  
3. Certificate against CRL.  
Invalid Signature  
Mismatch in Signature payload (MAC or IV). Check the CA and  
user certificate in MFP and peer machine.  
No IKEv2 proposal chosen  
Check the IKEv2/IPsec proposal parameters  
(encryption/authentication algorithms, DH group, authentication  
methods) in MFP and peer machine.  
IKEv2 Certificate Authentication Failed  
Check  
1. CA and user certificate in both MFP and remote peer -  
certificate timestamp and IPsec Certificate template should be  
valid.  
2. CRL DP server name is mapped in MFP’s host table or DNS  
entry.  
3. Certificate against CRL.  
IKEv2 Secret key Authentication failed  
Falling Back to IKEv1  
Mismatch in IKEv2 Pre Shared Key. Check the PSK in MFP and  
peer machine.  
Remote machine is not supporting IKEv2. Going back to use  
IKEv1.  
ISAKMP SA unusable (deleted)  
Crypto operation failed  
Restart IPsec service on Peer and retry.  
If Certificates are being used, re-upload the corresponding  
certificates using Security Services. Restart IPsec Service on  
MFP.  
Invalid key information  
CA not trusted  
Check IKE settings in MFP and peer.  
Check the CA certificate in MFP and peer machine.  
Check the CA certificate timestamp.  
Authentication Method mismatch  
IKE Version mismatch  
Mismatch in IKE authentication type. Check the Authentication  
type in MFP and peer.  
Mismatch in IKE version. Check the IKE version in MFP and peer.  
84 Error Messages  
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess  
TopAccess Message  
Encapsulation mode mismatch  
Corrective Action  
Check the IPsec mode (Transport/Tunnel) in MFP and peer.  
Peer IP Address mismatch  
Remote Traffic selector mismatch. Check the destination address/  
port in IPsec filter.  
Local IP Address mismatch  
Local traffic selector mismatch. Check the source address/port in  
IPsec filter.  
Local ID mismatch  
Check the user certificate in MFP.  
Remote ID mismatch  
IKEv1/IKEv2 Timed out  
Check the user certificate in peer machine.  
Check the network connectivity between MFP and peer machine.  
Select the Flush Connections Option and retry.  
It succeeded in the acquisition of the certificate  
An unknown error occurred by SCEP  
Timeout error  
It succeeded in the acquisition of the certificate.  
Verify the Network Settings again and retry generating certificates.  
1) Check the IP address / FQDN of the CA server and verify the  
Network Settings.  
2)Increase the timeout value and retry generating certificates  
again.  
file save error  
Try re-generating the certificates again.  
SCEP operation is failed  
Check the challenge phrase. It may be because of the wrong  
challenge phrase.  
Error Messages 85  
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess  
Error Codes  
TopAccess has the pages for the job lists; print, transmission, reception, and scan jobs. The following error codes are  
shown on these pages in the [Logs] tab (successful jobs have no codes). These codes help you specify the cause of an  
error you might encounter.  
The error codes are also shown on the [LOG] window of the touch panel. See the following lists when you find an error  
code on the touch panel.  
„ Error codes on print jobs  
Error Code  
Problem Description  
PM size error  
Corrective Action  
1200 dpi print jobs cannot be printed without the optional expansion  
memory. Send a print job with a 600 dpi setting.  
402F  
4031  
4032  
HDD full error  
Delete unnecessary private print jobs and invalid department print jobs.  
Jobs other than Private print cannot be printed. Perform Private printing.  
Private-print-only error  
Printing data storing limitation error  
Printing with its data being stored to the HDD temporarily (Proof print,  
Private print, Scheduled print, etc.) cannot be performed. Perform normal  
printing.  
4033  
4034  
4035  
4036  
e-Filing storing limitation error  
Local file storing limitation error  
Printing with its data being stored to the HDD (print and e-Filing, print to  
e-Filing, etc.) cannot be performed. Perform normal printing.  
Network Fax or Internet Fax cannot be sent when “Local” is selected for  
the destination of the file to save. Select “Remote” (SMB/FTP) for the  
destination.  
User authentication error  
Hold-print-only error  
The user performing the printing has not been authenticated or user-  
registered. Perform user authentication or user registration.  
4038  
4039  
Jobs other than Hold print cannot be printed. Perform Hold printing.  
Printing other than Private and Hold not  
allowed  
Jobs other than Private print and Hold print cannot be printed. Perform  
Private or Hold printing.  
No authority to execute a job  
The user has not been assigned the authority to perform this operation by  
the administrator.  
4040  
4050  
4300  
4301  
The connection with the LDAP server or its Ask your LDAP server administrator about it.  
authority setting has something wrong.  
Job execution error due to functional  
restrictions  
USB direct printing cannot be performed due to a functional restriction.  
Contact your service technician.  
File conversion error  
The format of this file is not supported in the USB direct printing, or the  
file is invalid. Check the file.  
Double-sign encoding error  
A double-sign encoding error occurred because the PDF file is encrypted  
in a forbidden language or in a language not supported. Printing the file in  
this function is disabled.  
4310  
4311  
Printing not permitted  
Printing is not permitted or only printing in a low resolution level is  
permitted due to the encryption language of the encrypted PDF file.  
Printing the file in this function is disabled.  
* Permitted only when a user password is entered.  
Password mismatching  
The entered password is neither matched with a user password nor an  
owner password. Check the password again.  
4312  
A221  
A222  
Job canceled  
Power failure  
(Job was canceled.)  
Check whether the power cable is connected properly and it is inserted  
securely. Check whether the power voltage is unstable.  
Limit over error  
(Black and White)  
Number of prints has exceeded the one specified with the department  
code and user code at the same time. Clear the limit counter.  
A290  
A291  
A292  
Limit over error  
(Black and White)  
Number of prints has exceeded the one specified with the user code.  
Clear the limit counter.  
Limit over error  
(Black and White)  
Number of prints has exceeded the one specified with the department  
code. Clear the limit counter.  
Limit over error (Color)  
The number of prints has exceeded the one specified for the department  
code and user code, or users (guests) are not authorized to perform color  
printing. Clear the limit counter, or authorize users so that they can  
perform color printing.  
A2A0  
86 Error Codes  
       
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess  
Error Code  
Problem Description  
Limit over error (Color)  
Corrective Action  
The number of prints has exceeded the one specified for the user code,  
or users (guests) are not authorized to perform color printing. Clear the  
limit counter, or authorize users so that they can perform color printing.  
A2A1  
Limit over error (Color)  
Number of prints has exceeded the one specified with the department  
code. Clear the limit counter.  
A2A2  
Error Codes 87  
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess  
„ Error codes on transmission and reception  
Error Code  
0011  
Problem Description  
Paper jam  
Corrective Action  
Clear the jammed printing paper.  
0012  
Original jam  
Door open  
Clear the jammed original.  
0013  
Firmly close the open door.  
0020  
Power interruption  
Reset  
Check the power interruption report.  
(The transmission was canceled by pressing the [FUNCTION CLEAR]  
button.)  
0030  
0033  
Polling Error  
Check polling options setup (Security Code, etc.), and check whether the  
polling document exists.  
0042  
0050  
Memory full  
Line busy  
Make sure that there is sufficient memory before making the call again.  
Retry communications.  
Security Mismatch in Relay or Mail Box  
transmission  
Confirm the remote party’s Security Code, system password and your  
setup.  
0053  
Signal Error or Line Condition Error  
Retry communications. Frequent failures may indicate a phone line  
problem. If possible, move the unit to another line and try your  
communications again.  
00B0-00B5  
00C0-00C4  
00D0-00D2  
HDD error  
Retry communications. If the error still occurs, contact your service  
representative.  
00E8  
00F0  
00F1  
1C10  
Software failure  
Retry communications. If the error still occurs, contact your service  
representative.  
Hardware noise  
Retry communications. If the error still occurs, contact your service  
representative.  
System access abnormality  
Insufficient memory  
Turn the power OFF and then back ON. Perform the job in error again. If  
the error still occurs, contact your service representative.  
When there are running jobs, perform the job in error again after the  
completion of the running jobs. If the error still occurs, turn the power  
OFF and then back ON, and perform the job again.  
1C11  
1C12  
1C13  
Message reception error  
Message transmission error  
Invalid parameter  
Turn the power OFF and then back ON. Perform the job in error again.  
Turn the power OFF and then back ON. Perform the job in error again.  
When a template is used, create the template again. If the error still  
occurs, turn the power OFF and then back ON, and perform the job  
again.  
1C14  
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 perform the  
job again.  
System management module access  
abnormality  
Turn the power OFF and then back ON. Perform the job in error again. If  
the recovery is still not completed, contact your service representative.  
1C20  
Job control module access abnormality  
Turn the power OFF and then back ON. Perform the job in error again. If  
the recovery is still not completed, contact your service representative.  
1C21-1C22  
Disk access error  
When there are running jobs, perform the job in error again after the  
completion of the running jobs. If the error still occurs, turn the power  
OFF and then back ON, and perform the job again.  
1C30-1C33  
1C40  
Image conversion abnormality  
Turn the power OFF and then back ON. Perform the job in error again. If  
the error still occurs, contact your service representative.  
HDD full failure during processing  
Reduce the number of pages of the job in error and perform the job  
again. Check whether the server or local disk has a sufficient space in  
disk capacity.  
1C60  
Address Book reading failure  
Memory acquiring failure  
Turn the power OFF and then back ON. Perform the job in error again.  
Reset the data in the Address Book and perform the job again.  
If the error still occurs, contact your service representative.  
1C61  
1C62  
Turn the power OFF and then back ON. Perform the job in error again. If  
the error still occurs, contact your service representative.  
1C63  
1C64  
1C65  
1C66  
Terminal IP address unset  
Terminal mail address unset  
SMTP address unset  
Ask your administrator to set the IP address of the equipment.  
Ask your administrator to set the E-mail address of the equipment.  
Ask your administrator to set the SMTP server address.  
Check whether the SMTP server is operating properly.  
Server time-out error  
88 Error Codes  
   
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess  
7.CHECKING THE EQUIPMENT STATUS WITH TopAccess  
Error Code  
Problem Description  
Corrective Action  
SMTP server connection error  
Ask your administrator to set the login name or password of the SMTP  
server and perform the job again. Check whether the SMTP server is  
operating properly.  
1C69  
HOST NAME error  
Ask your administrator to check if there is an illegal character in the  
device name. Delete the illegal character and reset the appropriate  
device name.  
1C6A  
1C6B  
1C6C  
Terminal mail address error  
Ask your administrator to check the SMTP Authentication method or if  
there is an illegal character in the Terminal mail address. Set the correct  
SMTP Authentication method or delete the illegal character in the  
Terminal mail address.  
Destination mail address error  
Check if there is an illegal character in the Destination E-mail address.  
Delete the illegal character and reset the appropriate Destination E-mail  
address, then perform the job again.  
System error  
Turn the power OFF and then back ON. Perform the job in error again. If  
the error still occurs, contact your service representative.  
1C6D  
1C70  
1C71  
1C72  
SMTP client OFF  
Ask your administrator to enable the SMTP Client and perform the job  
again.  
SMTP authentication error  
POP Before SMTP error  
Confirm that the login name and password are correct. If SSL is enabled,  
make sure that SSL port number is correctly set.  
Confirm that the POP Before SMTP settings and POP3 settings are  
correct.  
Internet Fax transmission failure when  
processing E-mail job received  
Check the “Received Internet Fax Forward” settings.  
1C80  
1C81  
1C82  
Onramp Gateway transmission failure  
Check the mail box settings.  
Internet Fax transmission failure when  
processing Fax job received  
Check the “Received Fax Forward” setting.  
Power failure  
Check whether the power cable is connected properly and it is inserted  
securely. Check whether the power voltage is unstable.  
1CC1  
3A10-3A12  
3A20-3A22  
MIME format error  
Ask the sender to resend the Email in the MIME1.0 format.  
Ask the sender to resend the Email.  
Email process error  
Partial Email timeout error  
Ask the sender to resend the Email, or change the Partial Wait time  
setting.  
3A30  
3A40  
Invalid partial Email received  
HDD full error  
Ask the sender to resend the partial Email in the RFC2046 format.  
Ask the sender to resend the Email by separating it into several Emails. If  
this error occurs because the paper empty occurs and too much waiting  
jobs are stored in the hard disk, add the paper to activate other jobs.  
3A50-3A52  
HDD full alert  
Ask the sender to resend the Email by separating it into several Emails. If  
this error occurs because the paper empty occurs and too many waiting  
jobs are stored in the hard disk, add the paper to activate other jobs.  
3A60-3A62  
3A70  
Interrupt partial Email reception  
Partial Email disabled  
Ask your administrator to enable the Enable Partial Email setting and ask  
the sender to resend the Email.  
Ask your administrator to enable the Enable Partial Email setting and ask  
the sender to resend the Email.  
3A80-3A82  
3B10-3B12  
3B20-3B22  
Email format error  
Context-Type error  
Ask the sender to resend the Email.  
Ask the sender to resend the Email with attached files that are in TIFF  
format.  
3B30-3B32  
3B40-3B42  
Invalid character set  
Email decode error  
TIFF analysis error  
Ask the sender to resend the Email in the ISO-8559-1/2 format.  
Ask the sender to resend the Email.  
Ask the sender to resend the Email with attached files that are in TIFF  
format.  
3C10-3C13  
3C20-3C22  
TIFF compression error  
TIFF resolution error  
Ask the sender to resend the Email with attached TIFF files in the MH,  
MR, MMR, or JBIG compression.  
Ask the sender to resend the Email with attached TIFF files whose  
resolution is either 200 x 100, 200 x 200, 200 x 400, 300 x 300, or 400 x  
400 dpi.  
3C30-3C32  
3C40-3C42  
TIFF paper size error  
Ask the sender to resend the Email with attached TIFF files that can be  
printed on the paper available for the equipment.  
3C50-3C52 Offramp transmission error  
Ask the sender to specify the correct fax numbers and resend the Email.  
Error Codes 89  
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess  
Error Code  
Problem Description  
Offramp security error  
Corrective Action  
Confirm that the specified fax numbers are registered in the address  
book of the equipment. If not, register the fax numbers in the address  
book and ask the sender to resend the Email with the correct fax  
numbers.  
3C60-3C62  
Power failure  
Confirm that the job is recovered or not. If not, ask the sender to resend  
the Email.  
3C70  
3D10  
Destination address error  
Ask your administrator whether the DNS and mail server settings are  
correctly set. If they are correctly set, ask the sender to confirm that the  
destination address is correct.  
Exceeding maximum offramp destinations Ask the sender to specify up to 40 destinations for one offramp gateway  
job. The equipment cannot perform the offramp gateway transmission for  
more than 40 destinations.  
3D20  
3D30  
3E10  
Fax unit is not installed  
Make sure that the Fax unit is installed, or connected correctly.  
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 correctly set.  
POP3 server communication timeout  
POP3 login error  
Ask your administrator whether the POP3 server works properly and the  
LAN cable is connected to the server.  
3E20  
3E30  
3E40  
Ask your administrator whether the POP3 user name and password are  
set correctly.  
POP3 login type error  
Ask your administrator whether the POP3 login type (Auto, POP3, APOP)  
is set correctly.  
3F00, 3F10, File I/O error  
3F20, 3F30,  
Ask the sender to resend the Email. If the error still occurs, contact your  
service representative.  
3F40  
90 Error Codes  
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess  
7.CHECKING THE EQUIPMENT STATUS WITH TopAccess  
„ Error codes on scan jobs  
The error indications on scan jobs are done as follows:  
y On TopAccess log list, messages indicating the status are displayed.  
y On the touch panel of the equipment, error codes are displayed. See the listings below.  
Error Code  
Email  
Problem Description  
Corrective Action  
Illegal Job status  
A system error has occurred during sending of an  
email. Retry it. If the error still occurs, contact your  
service representative.  
2C10, 2C12,  
2C13,  
2C20-2C22  
Not enough memory  
When there are running jobs, perform the job in error  
again after the completion of the running jobs. If the  
error still occurs, turn the power OFF and then back  
ON, and perform the job again.  
2C11, 2C62  
Invalid parameter specified  
Make sure that you specify the settings correctly and try  
again.  
2C14  
2C15  
Message size exceeded limit or maximum size  
Disk access error  
You are sending too many documents at a time. Send  
your documents separately.  
When there are running jobs, perform the job in error  
again after the completion of the running jobs. If the  
error still occurs, turn the power OFF and then back  
ON, and perform the job again.  
2C30-2C33  
Failed to convert image file format  
When this error occurs by converting the Slim PDF  
format, retry the scan. If the error still occurs, specify  
the general PDF format.  
2C40  
When this error occurs by converting other than the  
Slim PDF format, turn the power OFF and then back  
ON. Then retry the scan. If the error still occurs, contact  
your service representative.  
Encryption error. Failed to create a file  
Creating a file was not allowed.  
If the error still occurs after retrying, turn the power OFF  
and then back ON. Then retry it.  
2C43  
2C44  
Creating an unencrypted file was not allowed.  
Configure the encryption settings and retry the failed  
job.  
To create an unencrypted file, consult the administrator.  
Failed to read Address Book  
Turn the power OFF and then back ON. Retry the job in  
error. Reset the data in the Address Book and retry it. If  
the error still occurs, contact your service  
representative.  
2C61  
2C63, 2C64  
Invalid Domain Address  
Ask your administrator to set the IP address.  
Failed to connect to SMTP server  
Make sure that the SMTP server is correctly working or  
the SMTP server address has been set correctly.  
2C65, 2C66,  
2C69  
Failed to send E-Mail message  
Turn the power OFF and then back ON. Retry the scan.  
If the error still occurs, contact your service  
representative.  
2C6A  
Invalid address specified in From: field  
Ask your administrator to check the SMTP  
Authentication method or if there is an illegal character  
in the Terminal mail address. Set the correct SMTP  
Authentication method or delete the illegal character in  
the Terminal mail address.  
2C6B  
Invalid address specified in To: field  
Make sure that there is an illegal character in the  
Destination mail address. Delete the illegal character  
and reset the appropriate Destination mail address,  
then retry it.  
2C6C  
NIC system error  
Turn the power OFF and then back ON. Retry the scan.  
If the error still occurs, contact your service  
representative.  
2C6D  
2C70  
SMTP service is not available  
Ask your administrator whether the SMTP service is  
enabled.  
Error Codes 91  
   
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess  
Error Code  
Problem Description  
Corrective Action  
SMTP authentication error  
Confirm that the login name and password are correct.  
If SSL is enabled, make sure that the SSL port number  
is correctly set.  
2C71  
POP Before SMTP error  
Confirm that the POP Before SMTP settings and POP3  
settings are correct.  
2C72  
2C80  
Failed to process received Email job  
Failed to process received Fax job  
Ask your administrator whether the Internet Fax  
Received Forward is set.  
Ask your administrator whether the Fax Received  
Forward is set.  
2C81  
2CC0  
Job canceled  
(Job was canceled.)  
Power failure occurred  
Make sure that the power cable is connected properly  
and it is inserted securely. Resend the job.  
2CC1  
Save as File  
Illegal Job status  
Turn the power OFF and then back ON. Retry the scan.  
If the error still occurs, contact your service  
representative.  
2D10, 2D12,  
2D13,  
2D20-2D22  
Not enough memory for saving the scan job  
An internal error occurred  
Wait for a while and retry the job. If the error still occurs,  
turn the power OFF and then back ON and retry it.  
2D11  
2D14  
2D15  
Turn the power OFF and then back ON, and retry the  
job. If the error still occurs, contact your service  
representative.  
Exceeding maximum file capacity  
Failed to create directory  
Divide the file into several files, or retry in a single-page  
format.  
Make sure that the access privilege to the storage  
directory is writable and also the disk in the directory  
has enough space, and then retry the job. If more than  
one job is performed simultaneously, the error may  
occur because the disk temporarily runs out of space. In  
this case, wait for a while and retry the job. If the error  
still occurs, turn the power OFF and then back ON, and  
then retry it.  
2D30  
Failed to create file  
Make sure that the access privilege to the storage  
directory is writable and also the disk in the directory  
has enough space, and then retry the job. If more than  
one job is performed simultaneously, the error may  
occur because the disk temporarily runs out of space. In  
this case, wait for a while and retry the job. If the error  
still occurs, turn the power OFF and then back ON, and  
then retry it.  
2D31, 2D33  
Failed to delete file  
Make sure that the access privilege to the storage  
directory is writable and then retry the job. If the error  
still occurs, turn the power OFF and then back ON, and  
then retry it.  
2D32  
2D40  
Failed to convert image file format  
When this error occurs by converting the Slim PDF  
format, retry the scan. If the error still occurs, specify  
the general PDF format.  
When this error occurs by converting other than the  
Slim PDF format, turn the power OFF and then back  
ON. Then retry the scan. If the error still occurs, contact  
your service representative.  
Encryption error. Failed to create a file  
Creating a file was not allowed.  
If the error still occurs after retrying, turn the power OFF  
and then back ON. Then retry it.  
2D43  
2D44  
Creating an unencrypted file was not allowed.  
Configure the encryption settings and retry the failed  
job.  
To create an unencrypted file, consult the administrator.  
Failed to copy file  
Turn the power OFF and then back ON. Retry the scan.  
If the error still occurs, contact your service  
representative.  
2D60  
92 Error Codes  
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess  
7.CHECKING THE EQUIPMENT STATUS WITH TopAccess  
Error Code  
Problem Description  
Corrective Action  
Failed to connect to network destination. Check  
destination path.  
Make sure that the network folder is shared in your  
network and retry the scan. If the error still occurs, ask  
your administrator to check whether the IP address or  
path of the server is correct. Also make sure that the  
server is operating properly.  
2D62  
Specified network path is invalid. Check destination  
path.  
Make sure that you specify the correct network folder  
and retry the scan.  
2D63  
2D64  
Logon to file server failed. Check user name and  
password.  
Make sure that you specify the correct user name and  
password to logon the file server, or you specify correct  
file server. Then retry the scan.  
There are too many documents in the folder. Failed in  
creating new document.  
Delete the data in the local storage folder in the  
equipment and retry the scan.  
2D65  
2D66  
2D67  
2D68  
Failed to process your job. Insufficient storage space.  
Delete the data in the destination folder in the  
equipment and retry the scan.  
FTP service is not available  
Ask your administrator whether the FTP service is  
configured correctly.  
File Sharing service is not available  
Ask your administrator whether the SMB protocol is  
enabled.  
2DA8  
2DC0  
The HDD is running out of capacity for the shared folder Delete the unnecessary data in HDD.  
Job canceled  
(Job was canceled.)  
Power failure occurred  
Make sure that the power cable is connected properly  
and it is inserted securely. Resend the job.  
2DC1  
Store to e-Filing  
2A10  
Failed to acquire resource.  
System fatal error.  
Retry the scan.  
2A20  
2A40  
Turn the power OFF and then back ON. Retry the scan.  
2A50  
2A51  
Job canceled.  
(Job was canceled.)  
Power failure occurred.  
Make sure that the power cable is connected properly  
and it is inserted securely. Resend the job.  
2B10  
2B11  
2B20  
There was no applicable job.  
Job status failed.  
Retry the scan.  
Retry the scan.  
Retry the scan.  
Failed to access file.  
Message size exceeded limit or maximum size.  
You are sending too many documents at a time. Send  
your documents separately.  
2B21  
2B30  
Insufficient disk space.  
Delete unnecessary documents in e-Filing and try  
again.  
Failed to access Electronic Filing.  
Make sure that the specified e-Filing or folder exists. (If  
not, this error would not occur.) Delete the specified e-  
Filing or folder and reset them. Retry the job in error. If  
the specified e-Filing or folder cannot be deleted,  
contact your service representative.  
2B31  
2B32  
Failed to print Electronic Filing document.  
Make sure that the specified document exists. (If not,  
this error would not occur.) Delete the specified  
document and reset them. Retry the job in error. If the  
specified document cannot be deleted, contact your  
service representative.  
Failed to process image.  
Turn the power OFF and then back ON. Retry the scan.  
If the error still occurs, contact your service  
representative.  
2B50  
2B51  
Failed to process print image.  
Make sure that the Function List can be printed out.  
Retry the print. If the error still occurs, contact your  
service representative.  
The folder was renamed. A folder of the same name  
already existed.  
The same named folder cannot be created in the same  
box.  
2B60  
2B70  
2B71  
2B80  
The document was renamed. A document of the same The same named document cannot be created in the  
name already existed.  
same box or folder.  
The storage period of e-Filing documents will expire  
Check whether necessary documents are stored in e-  
Filing. The documents will be deleted in a few days.  
The HDD for storing e-Filing data is running out of  
space.  
Delete unnecessary documents in e-Filing.  
Error Codes 93  
7 CHECKING THE EQUIPMENT STATUS WITH TopAccess  
Error Code  
Problem Description  
Corrective Action  
Insufficient Memory.  
Turn the power OFF and then back ON. Retry the scan.  
If the error still occurs, contact your service  
representative.  
2B90  
Invalid Box password specified.  
Make sure that the password is correct and retry the  
scan, or reset the password and retry the scan. When  
this error occurs for the print of the data in the e-Filing,  
perform the print with the administrator’s password. If  
the recovery is still not completed or in case of invalid  
password for the operation other printing (opening the  
file, etc.), contact your service representative.  
2BA0  
Incorrect paper size or color mode  
This size or color mode is not supported by e-Filing.  
Check the paper size or color mode.  
2BA1  
2BB0  
2BB1  
Job canceled  
(Job was canceled.)  
Power failure occurred  
Make sure that the power cable is connected properly  
and it is inserted securely. Resend the job.  
System fatal error.  
Turn the power OFF and then back ON. Retry the scan.  
If the error still occurs, contact your service  
representative.  
2BC0  
Failed to acquire resource.  
Power failure occurred during restoring.  
Turn the power OFF and then back ON. Retry the scan.  
If the error still occurs, contact your service  
representative.  
2BC1  
2BD0  
Make sure that the power cable is connected properly  
and it is inserted securely. Resend the job.  
2BE0  
2BF0  
Failed to obtain the machine parameters.  
Reached the maximum number of pages.  
Reached the maximum number of documents.  
Reached the maximum number of folders.  
Turn the power OFF and then back ON. Retry the scan.  
Reduce the pages and print again.  
2BF1  
Delete the documents from the boxes or folders.  
Delete the folders from the boxes.  
2BF2  
Network Settings  
Syntax error, command unrecognized  
Syntax error in parameters or arguments  
Bad sequence of commands  
Check whether the Terminal mail address and  
Destination mail address are correct. Check whether  
the mail server is operating properly. Turn the power  
OFF and then back ON. Perform the job in error again.  
2500  
2501  
2503  
2504  
Check whether the mail server is operating properly.  
Turn the power OFF and then back ON.  
Perform the job in error again. If the error still occurs,  
contact your service representative.  
Check whether the mail server is operating properly.  
Turn the power OFF and then back ON.  
Perform the job in error again. If the error still occurs,  
contact your service representative.  
Command parameter not implemented  
Mailbox unavailable  
Check whether the mail server is operating properly.  
Turn the power OFF and then back ON.  
Perform the job in error again. If the error still occurs,  
contact your service representative.  
Confirm that the destination Email addresses are  
correct.  
2550  
2551  
Check the access privilege for the mailbox in the mail  
server.  
User not local  
Confirm that the destination Email addresses are  
correct.  
Check whether the mail server is operating properly.  
Insufficient system storage  
File is too large for mailbox. Confirm the mailbox size  
on the mail server. Transmit again in text mode or with a  
lower resolution. If the error still occurs, divide the  
document and transmit again.  
2552  
2553  
Mailbox name not allowed  
Check if there is an illegal character in the mail box  
name in the mail server.  
94 Error Codes  
8.  
WHEN SOMETHING IS WRONG WITH THE  
EQUIPMENT  
Try the troubleshooting 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............................................... 96  
General operations...............................................................................................................................................96  
Originals and paper ..............................................................................................................................................97  
Regular Maintenance ............................................................................................................. 98  
 
8 WHEN SOMETHING IS WRONG WITH THE EQUIPMENT  
When You Think Something Is Wrong With the Equipment  
If you think there is something wrong with the equipment, check the following items.  
y To see the functions of the equipment such as copy or print, refer to their operator’s manuals (the Copying Guide  
and the Printing Guide respectively).  
y Checking the operations or procedures may help you solve the problems. When you have what is not clear in  
operating the equipment or you think something is wrong with it, the operator’s manual for the function you are  
using will be helpful.  
„ General operations  
Problem Description  
Cause  
Corrective Action  
The equipment does not work at  
all.  
The power cord is not securely  
inserted into the outlet.  
Insert the power cord into the outlet until it comes to a  
stop.  
No icons or signs are displayed  
on the touch panel.  
(The MAIN POWER lamp, the  
ON/OFF lamp and the [ENERGY  
SAVER] button light.)  
The equipment is in the Sleep mode. Press any of the [START], [COPY], [e-FILING], [SCAN],  
[PRINT], [FAX] and [ENERGY SAVER] buttons to clear  
the Sleep mode.  
Refer to the Quick Start Guide.  
No icons or signs are displayed  
on the touch panel.  
The power of the equipment is not  
turned ON.  
Press and hold the [POWER] button until the ON/OFF  
lamp lights.  
(Only the MAIN POWER lamp  
lights.)  
The equipment is in the Super Sleep  
mode.  
Press and 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 any of the [START], [COPY], [e-FILING], [SCAN],  
[PRINT], [FAX] and [ENERGY SAVER] buttons to clear  
the energy saving mode.  
Refer to the Quick Start Guide.  
The button does not respond to  
my operation.  
(The MAIN POWER lamp, the  
ON/OFF lamp and the [ENERGY  
SAVER] button light.)  
The equipment is in the Sleep mode. Press any of the [START], [COPY], [e-FILING], [SCAN],  
[PRINT], [FAX] and [ENERGY SAVER] buttons to clear  
the Sleep mode.  
Refer to the Quick Start Guide.  
The button does not respond to  
my operation.  
The power of the equipment is not  
turned ON.  
Press and hold the [POWER] button until the ON/OFF  
lamp lights.  
(Only the MAIN POWER lamp  
lights.)  
The equipment is in the Super Sleep  
mode.  
Press and hold the [POWER] button until the ON/OFF  
lamp lights to clear the Super Sleep mode.  
Refer to the Quick Start Guide.  
The window “Enter Department  
Code” appears.  
The equipment is managed under the Enter your department code. If you do not know it, contact  
department management function. the administrator of the equipment.  
The window “Enter the user  
The equipment is managed under the Enter your user name and password. If you do not know  
name and Password” appears.  
user management function.  
them, contact the administrator of the equipment.  
A message is displayed on the  
touch panel.  
Some trouble occurred in the  
equipment (or the message is  
displayed just for an ordinary  
operation).  
See the meaning of the message referring to the listing  
below.  
P.8 “Messages Displayed on the Touch Panel”  
96 When You Think Something Is Wrong With the Equipment  
                 
8 WHEN SOMETHING IS WRONG WITH THE EQUIPMENT  
8.WHEN SOMETHING IS WRONG WITH THE EQUIPMENT  
„ Originals and paper  
Problem Description  
Cause  
Corrective Action  
The original is jammed.  
The original is unavailable on the  
equipment.  
Check whether the original is available on the equipment.  
For details, refer to Chapter 2 of the Copying Guide.  
Paper is jammed.  
The paper is unavailable on the  
equipment.  
Check whether the paper is available on the equipment.  
For details, refer to Chapter 1 of the Copying Guide.  
The paper size setting registered for  
the equipment is inconsistent with  
paper in a drawer or on the bypass  
tray.  
Match the size of the paper placed in the drawer or on the  
bypass tray and the size registered on the equipment.  
For Details, refer to Chapter 1 and 2 of the Copying  
Guide.  
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  
Adjust the space between the paper and the side guide or  
clearance between the paper and the the end guide not to take much spaces.  
side guide of the drawer.  
For details, refer to Chapter 1 of the Copying Guide.  
Hidden jammed paper has not been  
removed.  
Check the sign again on the touch panel to see where the  
jam occurred.  
P.11 “Clearing a Paper Jam”  
Two or more sheets of paper are Sheets of paper are stuck together.  
fed together.  
Loosen the stack of paper well and set them again.  
Sheets do not align when exiting. Sheets are placed in the drawer with  
the wrong side up.  
Check the printing side of the sheets and place them  
correctly. Information about the printing side may be given  
on the wrapping paper of the sheets.  
If you cannot find which side is the printing side, try  
printing on both sides to see if the sheets align when  
exiting.  
When You Think Something Is Wrong With the Equipment 97  
   
8 WHEN SOMETHING IS WRONG WITH THE EQUIPMENT  
Regular Maintenance  
We recommend that you clean the following portions weekly so that the originals can always be scanned in unsoiled  
conditions.  
y Be careful not to scratch the portions when cleaning them.  
y Do not use such solvents as thinner or benzine when cleaning the surface of the equipment.  
-
-
This could warp the shape of the surface or leave it discolored.  
When using a chemical cleaning pad to clean it, follow the instructions.  
3
2
1
4
1. Scanning area (surface of the long rectangular 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 solvents such as alcohol.  
2. Original glass  
3. Guide  
4. Platen sheet  
Clean the surface as follows depending on the extent of the staining.  
-
-
-
-
Clean it with a soft cloth.  
Clean it with a soft cloth lightly moistened with water.  
Clean it with a soft cloth lightly moistened with alcohol, and then wipe with a dry cloth.  
Clean it with a soft cloth lightly moistened with watered-down neutral detergent, wipe with a cloth moistened with  
water, and then wipe with a dry cloth.  
98 Regular Maintenance  
   
INDEX  
A
N
AppleTalk print ..........................................................59  
N/W-Fax driver ......................................................... 77  
“Near Empty” toner cartridge - replacing ...................... 40  
Network Fax driver .................................................... 77  
Novell print ............................................................... 75  
C
Cleaning  
hole punch dust bin .................................................47  
regular maintenance ...............................................98  
Clients ......................................................................60  
Command line option .................................................57  
[Configuration] tab ......................................................58  
Copying  
blurred image .........................................................50  
copying stops .........................................................50  
density ...................................................................50  
image missing ........................................................50  
setting functions ......................................................50  
stained image .........................................................50  
streaked image .......................................................51  
P
Paper jam ................................................................ 11  
caused by a wrong paper size setting ....................... 26  
locating ................................................................. 11  
occurs frequently ................................................... 13  
tips on removing the jammed paper ......................... 12  
Paper jam - clearing  
bypass tray ............................................................ 15  
External Large Capacity Feeder .............................. 16  
Finisher ................................................................. 17  
Hole Punch Unit ..................................................... 17  
Inserter ................................................................. 17  
inside of the equipment ........................................... 22  
Reversing Automatic Document Feeder (lower) ......... 13  
Reversing Automatic Document Feeder (upper) ........ 14  
ping command .......................................................... 72  
Point&Print ............................................................... 74  
Port  
D
Department code .......................................................96  
Document password ...................................................56  
E
e-Filing Web Utility  
printer driver .......................................................... 57  
PostScript code ......................................................... 58  
Print job errors .......................................................... 54  
Printer configuration - retrieving .................................. 57  
Printing environment  
Linux .................................................................... 76  
Macintosh ............................................................. 76  
NetWare ............................................................... 75  
Novell print ............................................................ 59  
UNIX .................................................................... 76  
Windows .........................................................74, 75  
Printing problems (network related) ............................. 74  
Private print job ......................................................... 56  
PS3 printer driver ...................................................... 58  
contents frame ........................................................66  
error messages ......................................................67  
session ends ..........................................................66  
sub windows ..........................................................66  
Energy saving mode ...................................................96  
Error codes ...............................................................86  
print jobs ................................................................86  
scan jobs ...............................................................91  
transmission and reception ......................................88  
Error messages  
e-Filing Web Utility ..................................................67  
TopAccess .............................................................82  
touch panel ..............................................................8  
F
R
[Fonts] tab .................................................................58  
Raw TCP print .......................................................... 74  
Regular maintenance ................................................ 98  
H
S
Hardware problems ....................................................61  
Scan data  
I
e-mailing scan data ................................................ 64  
saving in the shared folder ...................................... 64  
Sleep mode .............................................................. 96  
SMB print ...........................................................59, 74  
Staple jam - clearing  
Finisher MJ-1027 ................................................... 31  
Saddle Stitch Finisher MJ-1028 ............................... 31  
Saddle Stitch Finisher MJ-1029 ............................... 32  
saddle stitch unit .................................................... 34  
Staples - refilling ....................................................... 42  
Finisher MJ-1027 ................................................... 42  
Saddle Stitch Finisher MJ-1028 ............................... 42  
Saddle Stitch Finisher MJ-1029 ............................... 43  
saddle stitch unit .................................................... 45  
Startup page ............................................................. 61  
Super Sleep mode .................................................... 96  
Icons on TopAccess  
call for service ........................................................81  
cover open .............................................................80  
paper empty ...........................................................81  
paper jam ...............................................................81  
printer error 1 .........................................................80  
printer error 2 .........................................................80  
staples empty .........................................................81  
toner empty ............................................................80  
waste toner full .......................................................80  
IPP print ....................................................................75  
L
LDAP authentication ...................................................73  
LDAP search .............................................................73  
Local Discovery .........................................................71  
Locating the equipment ....................................... 70, 71  
LPR print ............................................................ 59, 74  
T
Toner cartridge - “Near Empty” message ..................... 40  
Toner cartridge - replacing ......................................... 37  
INDEX 99  
 
U
User information ........................................................96  
100 INDEX  
DP-5550/6550/7550/8550  
OME08016900  
MULTIFUNCTIONAL DIGITAL SYSTEMS  
Troubleshooting Guide  
2-17-2, HIGASHIGOTANDA, SHINAGAWA-KU, TOKYO, 141-8664, JAPAN  
R081120G7800-TTEC  
2009-04  
©2009 TOSHIBA TEC CORPORATION All rights reserved  

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