Problem Solving, Fault Clearance Procedure | Xerox 5222 instruction

15 Problem Solving

This chapter describes solutions to problems that you may come across while using the machine. The machine has certain built-in diagnostic capabilities to help identify problems and faults, and displays error messages whenever problems or conflicts occur. There is also a section on troubleshooting common faults.

Fault Clearance Procedure – page 341

Paper Jams – page 342

Document Jams – page 353

Stapler Faults – page 354

Common Problems – page 358

Network-related Problems – page 362

Fault Codes – page 382

Xerox Welcome Center – page 420

Fault Clearance Procedure

If a fault or problem occurs, there are several ways in which you can identify the type of fault. Once a fault or problem is identified, establish the probable cause, and then apply the appropriate solution.

•If a fault occurs, first refer to the screen messages and animated graphics and clear the fault in the order specified.

•If the problem is not solved by following the screen messages and graphics, refer to Common Problems on page 358 and apply the appropriate solution as described.

•Also refer to the fault codes displayed on the touch screen in Machine Status mode. Refer to Fault Codes on page 382 for an explanation of some of the fault codes and corresponding corrective actions.

•In some cases, it may be necessary to switch the machine off and then on. Refer to Power On/Off in the Product Overview chapter of the User Guide.

NOTE: Failure to leave at least 20 seconds between a power off and a power on can result in damage to the hard disk in the machine.

•If the problem persists, or a message indicates that you should call for service, refer to Network-related Problems on page 362.

NOTE: In the event of a power failure, all the queued jobs will be saved on the machine's hard disk. The machine will resume processing queued jobs when the power to the machine is restored.

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Xerox 5222 manual Problem Solving, Fault Clearance Procedure

Contents

System Administration UserGuideGuide Products Subject To Supplementary Export Regulations Products Subject To Ordinary Export Regulations Table of Contents Machine Status Setups Connectivity & Network Setup Port Settings CentreWare Internet Services 147 Unix TCP/IP Printer Environment Settings 225 Scanner Environment Settings 275 Mail Environment Settings 267 Internet Fax 287 Authentication and Account Administration 307Server Fax 293 Security Encryption/Digital Signature 297 Problem Solving 341 Index 435 Appendix 421Page Serial Number Xerox Welcome Center Conventions Language Displayed on the Touch ScreenOrientation Long Edge Feed LEF Italic Typeface Text in Square BracketsText in Angle Brackets Related Information Sources Trays 1 & 2/Two Tray Module Trays 3 Loading PaperPreparing Paper for Loading High Capacity Tandem Tray Trays 3 Bypass Tray Tray High Capacity Feeder Tray Loading Paper Envelope Tray Auto Tray Switching Supported Paper Sizes and Types Storing and Handling PaperSupported Paper Sizes Paper Trays Standard Sizes Available blank Not available Tray Module Finisher Output Trays/Duplex Module Standard Sizes Paper Trays Non-standard Sizes Supported Paper TypesOutput Trays/Duplex Module Non-standard Sizes Paper Trays Paper Type Weight g/m2 Tray Finisher LX Module Output Trays/Duplex Module Control Panel and Touch Screen Cleaning the MachineOrdering Supplies Document Feeder Rollers Replacing the Drum CartridgeDocument Glass and Document Feeder Glass Inserting the New Drum Cartridge Removing the Old Drum Cartridge Maintenance Removing the Old Toner Cartridge Replacing the Toner Cartridge Inserting the New Toner Cartridge Loading Staples in the Integrated Office Finisher Optional Loading Staples in the Office Finisher LX Optional Orange Lever Emptying the Hole Punch Waste Container Optional Maintenance Job Status Job Status Job Screen Active JobsPop-up Menu Completed Jobs Job Attributes Secure Print Jobs & MoreShow Children Jobs Job History Report Refresh Charge PrintGo to Document List Secure Print Private Charge PrintSelect All Print Sample Set Public Mailbox Delayed PrintDocument/Type Stored Date Resend Fax Screen Undelivered Faxes Starting Rate Address Book Machine Information Machine Status Paper Tray Status General Information Setup Print ModePCL Emulation Off-line Print Reports PasswordOverwrite Hard Disk Copy Reports Job Status/Activity Report Scan Reports Printer Reports Reports Fax ReportsJob Template List Fax Comments List Auditron Reports Mailbox ListJob Counter Report Automatically Printed Reports/Lists Fax Receiving Mode FaultsSupplies Manual Receive User Account Billing Information Billing InformationBilling Information Tools System SettingsSetup Accounting Authentication/Security Settings Machine Status Enter the System Administration Mode Setting Procedure Exit the System Administration Mode Configure a Feature Main Menu on the Tools Screen System SettingsCommon Service Settings Machine Clock/Timers Audio Tones Screen/Button Settings Service Screen After Auto Clear Service Screen DefaultAuto Display of Login Screen All Services Paper Tray Attributes on Setup Screen Paper Tray SettingsCustom Paper Name / Color Paper Tray Attributes Auto Tray Switching Control Tray 5 Bypass Paper Size DefaultsPaper Tray Attributes During Loading Paper Tray Priority Reports Image Quality Job History Report Sided Report MaintenanceRecipient on Activity Report Initialize Hard Disk Software Options Finisher AdjustmentDelete All Data Watermark Other Settings Odd Page 2 Sided Paper Size Settings Document Glass Document Feeder Size Width Length Setups Tray 1 Tray 6 HCF Size Width Length Service Rep. Restricted Operation Tray 1 ConfigurationMillimeters/Inches Keyboard Input Restriction Copy Tab Copy Service Settings Copy Defaults Image Shift Side Edge Erase Left & Right EdgesImage Rotation Image Rotation Direction Annotations Comment Position Annotations Stored CommentAnnotations Date Stamp Annotations Apply Date Stamp To Copy Control Original Size Defaults Reduce/Enlarge Presets Connectivity & Network SetupPort Settings Preset 1 to EtherTalk NetWareBonjour Port Protocol Settings Machine’s E-mail Address/Host Name Proxy Server Settings Outgoing/Incoming E-mail Settings Smtp Server Settings Remote Authentication Server SettingsAuthentication System Setup Domain Filtering Kerberos Server Settings Security SettingsSMB Server Settings SSL/TLS Settings Mime Settings Ieee 802.1x Settings IPSec Settings Output Destination for E-mail Print Service SettingsMail Receive Protocol PostScript Memory Allocate MemoryReceiving Buffer USB Receiving Buffer LPD Receiving Buffer SMB Receiving Buffer NetWareReceiving Buffer IPP Receiving Buffer EtherTalk Print Area Receiving Buffer PortSubstitute Tray Paper Type Mismatch Banner Sheet Print User IDBanner Sheet Tray PostScript Paper Supply File Format Scan Service SettingsScan Defaults Resolution Scan to PC DefaultsEdge Erase Mail Subject Output Size 1 to Output Size Defaults Image Transfer Screen Tiff Format Fax Defaults Fax Service SettingsScreen Defaults Confirmation Options Delay Start Specific TimeDelivery Receipts/Read Receipts Transmission Header Text Fax Control Fax Receiving Mode Manual Send/Receive DefaultSender ID Save Undelivered Faxes Tray for Printing Incoming Faxes Mailbox Selector SetupPages Up On Receipt Sided Printing Fax Received Options Output Destination SetupMailbox Receive Display Priority 1 to Direct Fax Local Terminal Information Internet Fax Control Delivery Confirmation Method Broadcast Starting RateIncoming Internet Fax Print Options Internet Fax Output Destination Mail Control Mail/Internet Fax Service Settings Read Receipts Mail Sending When Search FailedPrint Delivery Confirmation E-mail Max number of pages per Split Send Mailbox Service Settings Mailbox/Stored Document Settings Stored Document Settings Job Flow Service Settings Pool Server Login Method SetupJob Flow Sheet List Default Create Mailbox Link Job Flow Sheet to Mailbox Screen Registering Operations with a Job Number Stored Programming Mailbox Link Job Flow Sheet to Mailbox Screen Create Job Flow Sheet Create Job Flow Sheet Screen Add Address Book Entry Create Job Flow Sheet Keyword With Fax selected Description Default With Internet Fax selected Description Default Description Default TIFF-S With E-mail selected Description With Server selected Description Create Fax Group Recipients Paper Tray Attributes AccountingAdd Fax Comment User ID Create/View User AccountsUser Name Passcode Reset User Account Reset Total ImpressionsView Accounts Account Limit Reset User Accounts Accounting Type System Administrator’s Meter Copy Jobs Charge Rate per Unit Accounting Login Screen SettingsFax Billing Data Auto Reset of User Billing Information Authentication/Security SettingsSystem Administrator Settings Copy Activity Report System Administrator’s Passcode AuthenticationSystem Administrator’s Login ID Access Control Login TypeDevice Access Service Access Create/View User Accounts Reset User AccountsCreate Authorization Groups User Details Setup Passcode Policy System Administrator Maximum Login AttemptsCharge / Private Print Settings Receive Control Allow User to Disable Active SettingsJob Status Default Active Jobs View Access ToCompleted Jobs View Number of Overwrites Scheduled Image Overwrite Information Checklist CentreWare Internet Services CentreWare Internet Services Installation CentreWare Internet Services EnvironmentsInstallation Procedure Network Communication Setup When IPv6 Mode or Dual Stack is selected in step When IPv4 Mode or Dual Stack is selected in step Test Access Screen Layout Selecting Transport ProtocolsHeader Panel Logo Panel Main Panel ServicesCategory Name Services Services Status Default User ID and PasscodeGeneral Trays Output Destination ConsumablesConsumables SMart Kits Active Jobs JobsJob History List Job History Count Job History Group Parent JobsHost Interface Time Completed Job Submission Error HistoryPrint Delivery Immediate Print Delayed PrintSample Set User ID Templates ScanJob Templates Distribution New Distribution Template Fields Default Value Optional Add Login NameFile Edit Protocol Host Name/IP Address & Port Resolution Settings BackgroundAdvanced Lighten/Darken Suppression Layout Original Adjustment Orientation Original SizeReduce Enlarge Output Size Mailbox Number MailboxMailbox icons Edit Mailbox Document ListNumber of Documents in this Mailbox Output Print Paper SupplyDestination Quantity Sided Printing Edit Mailbox Job Flow Sheets List Mailbox SetupJob Flow Sheets Print Job Flow Sheets Common Attributes Send as Internet Fax Send as Fax FTP Transfer Send as E-mail Shared Name PropertiesSMB Transfer Feature Setting items Properties FeaturesConfiguration Overview Connectivity and Printing Services Mappings on Configuration Overview Services General Setup Configuration Administrator’s E-mail AddressMachine Model Serial Number Power Time to Low Power Mode Saver/Energy General Setup Paper Settings Paper TypeSaver Settings Time to Sleep Mode Settings Auto Refresh Interval General Setup MemoryLogin Details from Device Port View Feature Details General Setup CloningHide Feature Details Install Clone File Billing Meter Read Alerts General Setup Alert NotificationSupplies Data Sent Alerts Billing Billing Information Counters ESolutions General Setup SMartRegistration Meter Assistant Mail Notification Service Connectivity Port SettingsInternet Services Send E-mail NetWare Connectivity Physical Ethernet ConnectionsProtocols EtherTalk SLP Connectivity Protocols NetWare TCP/IP Connectivity Protocols DHCP/DDNS Connectivity Protocols TCP/IP Connectivity Protocol Snmp Configuration Connectivity Protocols Snmp Configuration Microsoft Networking Ssdp Connectivity Protocols Microsoft Networking Ldap Connectivity Protocols Smtp Server Connectivity Protocols Ldap Connectivity Protocols Ldap POP3 Setup Proxy Server Connectivity Protocols Http UPnP Discovery Connectivity ProtocolsWebDAV Bonjour Language Emulations Services Printing Print Mode PCL Services Printing Language Emulation Services Printing Language Emulation 199 Defaults Services Mail Defaults Services Mail DefaultPublic Address Book Internet Fax Fax Settings Services Internet Fax DefaultPublic Address Book Fax Fax Received Options Services FaxFax Repository Setup File Repository Setup Services Network General Scanning Default Template Services Network File Repository Setup ScanningValidation Servers Scan Template Management Scan to Home Services Network Advanced Scanning Software Upgrades Services Scan to HomeManual Upgrade Xerox Services Xerox Communication Server Custom Validation Options Services Services Xerox ServicesCustom Services Accounting Xerox Standard Manage Accounting Group Accounts Accounting Xerox StandardAccounting Accounting Report and ResetAccounting Xerox Standard Authentication Required Configuration Accounting TypeVerify User Details Verify User Details for Printer/Direct Fax Jobs Device Default State Configuration Authentication Configuration Configuration Accounting Accounting Login Screen Settings Configuration Authentication Configuration Security Authentication Setup Security Authentication Authentication ConfigurationFailed Access Log Remote Login User ID Authorization Setup Security Create Create Authorization GroupsRemote Authentication System Groups Xerox Secure Access Settings Security Remote SMB Server AuthenticationServers IP Filtering Audit Log Security IP FilteringMachine Digital Certificate Security IP Sec IKE Authentication MethodShared Key Verify Shared Key Display the list Security Certificate Certificate Order Management Authentication Method Enable IeeeLogin Name Device Name Retype Password Job Status Completed Jobs View Default Security SettingsAdministrator Settings Administrator’s Login ID System Administrator Software UpgradesSupport Xerox Support Prerequisites for Quick Network Setup Using TCP/IP Quick Network Setup DhcpConfiguring an IP Address via Dhcp Procedure for Quick Network Setup Using TCP/IP Quick Network Setup Static IP Windows TCP/IP NetWare Environments Information ChecklistNetWare Installation Procedure NetWare InstallationTarget computers IPX/SPX frame types NetWare Setup Network Communication SetupComputer Setup Test Print Test Print NetWare SetupComputer Setup Unix TCP/IP Interface Unix TCP/IP InstallationUnix TCP/IP Environments 234 Printer Name Print Language/Mode/Logical Printer Workstation SetupPrint language/mode/logical printer Solaris IP address tab PrinterName SunOS HP-UX Using the Command Window TTY Method Using the System Administrator Manager SAM GUI Method Solaris/HP-UX Printing Print lpr Job number Delete lprm Parameter Printer Status Examples +interval Function OptionSelecting a paper tray Parameter Description Specifying double-sided printing Selecting a paper output traySelecting a paper type Specifying collation Specifying paper size and double-sided printing Printing Specifying the print modeSpecifying stapling EtherTalk Environments EtherTalk Workstation Setup EtherTalk Installation Microsoft Networking Connection Protocol SMB InstallationSMB Environments Install the print driver on the computer 254 TCP/IP LPD or Port9100 TCP/IP LPD or Port9100 Environments TCP/IP LPD or Port9100 Installation 257 258 USB Port USB Port Communication Setup USB Port InstallationUSB Port Communication Setup USB Port Environment Auto Eject Time Adobe Communication Protocol IPP Environment IPP Internet Printing Protocol IPP Installation 264 Test Print Computer Setup Printer Environment Settings 266 Mail Overview Scan to E-mail Mail Print Mail Notification Service Notify Job End by E-mail Correspondent Specifications Mail InstallationMail Environments System Requirements 270 Mail Setting Setup Scan to E-mail Test Mail 273 Mail Environment Settings 274 Scanning with the machine Scanning Overview Prerequisites for Scan to E-mail Setup Scan to E-mail SetupData to Set Up E-mail Install Comments Requirement Scanning Process Procedure for Scan to E-mail Setup Scan to E-mail Troubleshooting Scan to Mailbox SetupPrerequisites for Scan to Mailbox Setup Symptom Possible Cause Resolution/Validation Data to Set Up Scan to Install Comments Mailbox Requirement Prerequisites for Network Scanning Setup Network Scanning Setup Procedure for Network Scanning Setup Scan to Home Setup At Your Workstation Prerequisites for Scan to Home SetupProcedures for Scan to Home Setup Data to Set Up Scan to PC Install Comments Scan to PC Setup FTPPrerequisites for Scan to PC Setup FTP Prerequisites for Scan to PC Setup SMB Scan to PC Setup SMBProcedure for Scan to PC Setup FTP Procedure for Scan to PC Setup SMB Job Flow Service Setup 286 Internet Fax Overview Internet Fax Internet Fax Environments Internet Fax Installation Test Internet Fax 290 Test Internet Fax 292 Server Fax Environments Server Fax Overview Fax Server Installation and Configuration Server Fax InstallationFax Server Installation and Configuration Test Server Fax Transmission Machine Configuration Test Server Fax Transmission Security Encryption/Digital Signature Types of Encryption/Digital Signature Services Available Installation Overview Configuration of Https SSL/TLS Communication EncryptionConfiguration on the Machine Mail Encryption/Digital Signature Configuration on a Computer Configuring Certificates with CentreWare Internet Services Configuration of E-mail Encryption/Digital Signature Page No settings are required on a recipient computer Supported E-mail Applications 304 To enable IPsec Configuration of IPsec 306 Users Controlled by Authentication Overview of Authentication Authenticated Users with System Administrator Privileges Types of AuthenticationAuthenticated Users with Account Administrator Privileges Unauthenticated Users Xerox Secure Access Functions Controlled by AuthenticationLocal Access CentreWare Internet Services Authentication for Job Flow Sheets and MailboxesRemote Access Job Flow Sheet Types System Administrator Shared Job Flow SheetGenerally Shared Job Flow Sheet Mailbox Job Flow Sheet Created using Create Job Flow Sheet on the Setup screen When the Authentication Feature is Not EnabledCreated using Create Mailbox on the Setup screen When the Authentication Feature is Enabled System Administrator Job Flow Operations Authenticated Users Job Flow OperationsSystem Administrator Shared Mailbox Types of Mailboxes Operations General Users System Administrator MailboxPersonal Mailbox Owner Other PersonalGenerally System Administrator Mailbox Operations Authenticated Users Mailbox Operations General Users Linking Job Flow Sheets to MailboxesJob Flow Owner Other Trator Mailbox System Administrator Job FlowJob Flow Shared by Management Features and Services Overview of Account AdministrationTypes of Account Administration Account Restricted UsePer Account Accounting Service Accounting Jobs that Can be Managed for Each ServiceLimit *2 Corresponding Restrictions on Use Per-user Document Manageable Items Account User JobsManageable Information Document Scan Account Services Information Enabling Xerox Standard Accounting from Internet Services Installation ChecklistXerox Standard Accounting Overview Creating a Group Account Creating a User Account and Setting Usage LimitsMaximum Usage Limits and Resetting Individual Usage Limits Resetting Usage Data Using XSA at the machineTo Reset User Limits At the Machine To make a Back-up file Printing a Usage ReportEnabling XSA in your Print Drivers Configuring 802.1x with CentreWare Internet Services 802.1x AuthenticationTo Restore Settings or Clone Settings to another Machine Preparations Local Machine Authentication Setup Remote Authentication Setup Configuring Remote Authentication for SMB Configuring Remote Authentication for Kerberos WindowsConfiguring Remote Authentication for Kerberos Solaris Configuring Remote Authentication for Ldap Enabling Network Authentication Network Authentication Setup 336 Secure Access and Accounting Xerox Secure Access SetupInformation Checklist Enabling the Accounting Option in Workstation Print Drivers Enabling Specific Xerox Secure Access Settings Using Secure Access Adding the Secure Access to the Server Authentication and Account Administration 340 Fault Clearance Procedure Problem Solving Paper Jams 343 344 Green Lever A2 Paper Jams in Cover aGreen Lever A1 Paper Jams in Cover B Paper Jams in Cover E Paper Jams in Cover C Tray Paper Jams in the High Capacity Tandem Tray Optional Paper Jams in the Duplex Module Cover D Optional Paper Jams in Tray 5 BypassPaper Jams in the High Capacity Feeder Optional At the Exit of Tray Under the Top Cover of Tray Paper Jams in the Office Finisher LX Optional Paper Jams in the Integrated Office Finisher OptionalIntegrated Office Finisher Top Cover Office Finisher LX Top Cover Office Finisher LX Transport Cover F Document Jams Stapler Faults Staple Jams in the Integrated Office Finisher Optional Lever R1 Staple Jams in the Office Finisher LX Optional 357 Symptom Recommendation Common Problems Symptom Recommendation 360 Symptom Recommendation Troubleshooting Network-related ProblemsProblem Solving Procedure Cause Confirmation Method Action When printing fails Cause Confirmation Method ActionWhen the document cannot be deleted from the printer window Machine settings Other Problem ActionClient settings When the machine is switched off Authentication using SMB When printingPrinting using an SMB environment Netware When printing fails Cause Confirmation Method Action When there is no notification of error Confirmation Method Unix 370 TCP/IP This section explains the restrictions for TCP/IP EtherTalk Problem Cause Action Name Change Rules BonjourZone Name Bonjour operating environment Problem Confirmation Method Action CentreWare Internet Services Scanning Services When polling from another fax machine When retrieving a document from a mailboxUsing Tiff files Network access in an SMB environment Mail Services Internet/Intranet Connection Internet/Intranet connections Problem ActionWhen you cannot connect to a web server Connection to External Applications Custom Services AuthenticationIPv6 Addresses Scanning Code Description and Remedy Fault Codes Code Description and Remedy 384 Code Description and Remedy 386 Code Description and Remedy 388 Code Description and Remedy 390 Code Description and Remedy 392 Code Description and Remedy 394 Code Description and Remedy 396 Code Description and Remedy 398 Code Description and Remedy 400 Code Description and Remedy 402 Code Description and Remedy 404 Code Description and Remedy 406 Code Description and Remedy 408 Code Description and Remedy 410 Code Description and Remedy 412 Code Description and Remedy 414 Code Description and Remedy 416 Code Description and Remedy 418 Message Description and Remedy Screen Messages 420 Machine Specifications Specifications Warm-up Time First Copy Out TimeDocument Glass Document Feeder Paper Supply Envelope Tray Paper OutputCenter Tray Left Side Tray Power Consumption Electrical SpecificationsOffice Finisher LX Frequency Specifications for the Fax Service Parameter Value Emulation ParametersPCL Emulation 428 429 Parameter Item No Value Machine Software UpgradePrepare for the Upgrade Xerox Extensible Interface Platform Xeip Configuring Xeip 433 Appendix 434 Numerics Index 436 437 438 439 440 441 442 443 444