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
Clearing a Paper Jam............................................................................................................. 11
Locating a paper jam........................................................................................................... 11
Paper jam in the bypass tray............................................................................................... 15
Paper jam inside of the equipment...................................................................................... 22
Clearing paper jams caused by a wrong paper size setting................................................ 26
Staple jam in the Finisher MJ-1027 / Saddle Stitch Finisher MJ-1028................................ 31
Staple jam in the saddle stitch unit...................................................................................... 34
Replacing a “Near Empty” toner cartridge........................................................................... 40
Clearing print job errors....................................................................................................... 54
Cannot print (port setting problems).................................................................................... 57
Retrieval of printer configuration failed................................................................................ 57
Client Problems ..................................................................................................................... 60
Startup page not printed...................................................................................................... 61
CONTENTS
3
Scanning Problems................................................................................................................ 64
Locating the Equipment in the Network............................................................................... 70
Equipment does not respond to ping command.................................................................. 72
LDAP Search and Authentication Problems........................................................................ 73
Printing Problems (Network Related)................................................................................... 74
Hardware Status Icons on TopAccess [Device] Tab........................................................... 80
Error codes on transmission and reception......................................................................... 88
General operations.............................................................................................................. 96
4
CONTENTS
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.
Locating a paper jam............................................................................................................................................11
Paper jam in the bypass tray................................................................................................................................15
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 Saddle Stitch Finisher MJ-1029................................................................................................32
Replacing a “Near Empty” toner cartridge............................................................................................................40
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.
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.
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.
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.
READY (CHECK SADDLE STITCH
STAPLER)
No staples are left in the stapler of the Refill the staples.
saddle stitch unit.
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.
READY (HOLE PUNCH DUST BIN IS Hole punch dust bin is full of paper
READY (CHECK STAPLER)
Remove the paper punchings.
FULL)
punchings.
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.
Check staple cartridge in the Saddle
Stitch unit
No staples are left in the stapler of the Refill the staples.
saddle stitch unit.
Check staple cartridge
No staples are left in the stapler of the Refill the staples.
finisher.
Examine Stapler
Staple jam has occurred in the stapler Remove the jammed staples.
of the finisher.
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.
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.
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.)
Please Empty Hole Punch Waste
The Hole Punch Unit dust bin is full.
The number of image scanning
Remove the paper punchings.
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.
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
8. External Large Capacity Feeder (optional) (
12. Saddle stitch unit (optional) (
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
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