Troubleshooting processes

Determine the problem source

The following table includes basic questions to ask the customer to quickly help define the problem or problems.

General topic

Questions

 

 

 

Environment

Is the product installed on a solid, level surface (± 1°)?

 

Is the power-supply voltage within ± 10 volts of the specified power source?

 

Is the power-supply plug inserted in the product and the outlet?

 

Is the operating environment within the specified parameters?

 

Is the product exposed to ammonia gas, such as that produced by diazo

 

 

copiers or office cleaning materials?

 

 

NOTE: Diazo copiers produce ammonia gas as part of the coping

 

 

processes. Ammonia gas (from cleaning supplies or a diazo copier) can have

 

 

an adverse affect on some product components (for example, the imaging

 

 

drum).

 

Is the product exposed to direct sunlight?

 

 

 

Paper

Does the customer use only supported paper?

 

Is the paper in good condition (no curls, folds, or distortion)?

 

Is the paper stored correctly and within environmental limits?

 

 

 

Input tray

Is the amount of paper in the tray within specifications?

 

Is the paper correctly placed in the tray?

 

Are the paper guides aligned with the stack?

 

 

 

Supplies

Are the print cartridges and the imaging-drum installed correctly and firmly

 

 

seated?

 

Has the sealing tape been removed from each print cartridge?

 

Are the print cartridges and imaging drum within their estimated life? (Check

 

 

the supplies status page.)

 

 

 

Transfer roller and fuser

Are the transfer roller and fuser installed correctly?

 

 

 

Covers

Are the top, front and rear doors firmly closed?

 

 

 

80 Chapter 2 Solve problems

ENWW