Problem Solving, Fault Clearance Procedure | Xerox 5225A, 5230A

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 349

Paper Jams – page 350

Document Jams – page 361

Stapler Faults – page 362

Common Problems – page 366

Network-related Problems – page 370

Fault Codes – page 390

Xerox Welcome Center – page 429

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 366 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 390 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 370.

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 5225A, 5230A manual Problem Solving, Fault Clearance Procedure

Contents

User Guide 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 149 Unix TCP/IP Printer Environment Settings 233 Scanner Environment Settings 283 Mail Environment Settings 275 Internet Fax 295 Authentication and Account Administration 315Server Fax 301 Security Encryption/Digital Signature 305 Problem Solving 349 Index 445 Appendix 431Page Serial Number Xerox Welcome Center Conventions Language Displayed on the Touch ScreenOrientation Long Edge Feed LEF Text in Angle Brackets Text in Square BracketsItalic Typeface Related Information Sources Preparing Paper for Loading Loading PaperTrays 1 & 2/Two Tray Module Trays 3 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 Output Trays/Duplex Module Paper and Other Media Ordering Supplies Cleaning the MachineControl Panel and Touch Screen Document Glass and Document Feeder Glass Document Feeder Rollers Replacing the Drum CartridgeRemoving the Old Drum Cartridge Inserting the New Drum Cartridge Replacing the Toner Cartridge Removing the Old Toner Cartridge Loading Staples in the Integrated Office Finisher OptionalInserting the New Toner Cartridge Maintenance Loading Staples in the Office Finisher LX Optional Maintenance Emptying the Hole Punch Waste Container Optional Maintenance Job Status Job Status Pop-up Menu Active JobsJob Screen Completed Jobs Job Attributes Secure Print Jobs & MoreShow Child Jobs Print this 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 Overwrite Hard Disk PasswordPrint Reports Copy Reports Job Status/Activity Report Scan Reports Printer Reports Reports Fax ReportsJob Template List Fax Comments List Job Counter Report Mailbox ListAuditron Reports Automatically Printed Reports/Lists Fax Receiving Mode FaultsSupplies Manual Receive Billing Information Billing InformationUser Account Billing Information Setup System SettingsTools Accounting Authentication/Security Settings Machine Status Enter the System Administration Mode Setting Procedure Exit the System Administration Mode Configure a Feature Common Service Settings System SettingsMain Menu on the Tools Screen Machine Clock/Timers Audio Tones Screen/Button Settings Service Screen Default Screen Default at Power OnService Screen After Auto Clear Auto Display of Login Screen Paper Tray Attributes on Setup Screen Paper Tray SettingsCustom Paper Name / Color Paper Tray Attributes Auto Tray Switching Control Tray 5 Paper Size DefaultsPaper Tray Attributes During Loading Paper Tray Priority Reports Image Quality Print Reports Button Sided Report MaintenanceRecipient on Activity Report Initialize Hard Disk Finisher AdjustmentDelete All Data Software Options Default Watermark Default Watermark EffectWatermark Date Format Other Settings Paper Size Settings Default Print Paper SizeExtended Tray Module Auto Job Promotion 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 Defaults Copy Service SettingsCopy Tab Reduce/Enlarge Paper SupplyOriginal Type Lighten/Darken Image Rotation Image Shift SideImage Rotation Direction Original Orientation Annotations Date Stamp Annotations Comment PositionAnnotations Apply Date Stamp To Annotations Date Stamp Position Copy Control Reduce/Enlarge Presets Original Size Defaults Port Settings Connectivity & Network SetupPreset 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 Mail Receive Protocol Print Service SettingsOutput Destination for E-mail PostScript Memory Allocate MemoryJob Ticket Memory WorkCentre 5225A/5230A Receiving Buffer USB Receiving Buffer SMB Receiving Buffer NetWareReceiving Buffer IPP Receiving Buffer Port Receiving Buffer EtherTalkPrint Area Substitute Tray Print User ID Unregistered FormsBanner Sheet Banner Sheet Tray Scan Defaults Scan Service SettingsColor Scanning WorkCentre 5225A/5230A File Format Contrast WorkCentre 5225A/5230A ResolutionShadow Suppression WorkCentre 5225A/5230A Color Space WorkCentre 5225A/5230A Scan to PC Defaults Output Size 1 to Output Size Defaults Background Suppression Level WorkCentre 5225A/5230A Saturation WorkCentre 5225A/5230AShadow Suppression Level WorkCentre 5225A/5230A Tiff Format Screen Defaults Fax Service SettingsFax Defaults Fax Control Re-enter Recipients Mixed Sized Originals Scan ModeRe-enter Broadcast Recipients Re-enter Speed Dial Recipients Fax Receiving Mode Manual Send/Receive DefaultSender ID Save Undelivered Faxes Pages Up On Receipt Mailbox Selector SetupSided Printing Reduce 8.5×11 SEF Original to A4 SEF Fax Received Options Output Destination SetupMailbox Receive Display Priority 1 to Direct Fax Local Name Local Terminal Information Internet Fax Control Mail/Internet Fax Service Settings Mail Control Maximum Data Size per E-mail WorkCentre 5225A/5230A Mail Sending When Search FailedMaximum Total Data Size WorkCentre 5225A/5230A Maximum Split Count WorkCentre 5225A/5230A Mailbox Service Settings Mailbox/Stored Document Settings Stored Document Settings Job Flow Service Settings Setup Mailbox Name Create MailboxCheck Mailbox Passcode Delete Documents After Retrieval Link Job Flow Sheet to Mailbox Screen Stored ProgrammingRegistering Operations with a Job Number Create Job Flow Sheet Create Job Flow Sheet Screen Keyword DescriptionSend as Fax Send as Internet Fax Create Job Flow Sheet Keyword With Fax selected Description DefaultAdd Address Book Entry Refer to Add Fax Comment on Description Default With E-mail selected Description With Internet Fax selected Description Default With Server selected Description Create Fax Group Recipients Add Fax Comment AccountingPaper Tray Attributes User ID Create/View User AccountsUser Name Passcode Reset User Account Reset Total ImpressionsAccount Limit User Role View Accounts Reset User Accounts Accounting Type System Administrator’s Meter Copy Jobs Fax Billing Data Accounting Login Screen Settings Auto Reset of User Billing Information Authentication/Security SettingsCopy Activity Report Charge Rate per Unit Authentication System Administrator SettingsSystem Administrator’s Login ID System Administrator’s Passcode Access Control Login TypeDevice Access Service Access Create Authorization Groups Reset User AccountsFeature Access Create/View User Accounts Allow user to disable active settings User Details SetupFailed Access Log Display Login Status Charge / Private Print Settings System Administrator Maximum Login AttemptsPasscode Policy Job Status Default Allow User to Disable Active SettingsReceive Control Active Jobs View Access ToCompleted Jobs View Hide Job Details Scheduled Image Overwrite Number of Overwrites Setups 148 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 Category Name Services ServicesMain Panel 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 Print Error HistoryJob Submission Feature Description Job Templates ScanTemplates Distribution New Distribution TemplateDelete Copy Fields Default Value Optional Add Login NameFile Destination Edit Scanning WorkCentre 5225A/5230A Sided Network Color ScanningScanning Original Type Color Scanning WorkCentre 5225A/5230A WorkCentre 5225A/5230A Resolution Settings WorkCentre 5222/5225 5230 Image OptionsAdvanced Lighten/Darken WorkCentre 5225A/5230A Background Layout Original Adjustment Orientation Original SizeReduce Enlarge Output Size Options Name Document Filing DocumentFormat Edit Document Name Network Optimized for Mailbox Document List Mailbox Retrieve Edit Mailbox Job Flow Sheets Mailbox SetupJob Flow Sheets List Print Job Flow Sheets Common Attributes Send as Internet Fax Send as Fax FTP Transfer Send as E-mail Shared Name SMB Transfer Properties 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 Feature Setting items View Feature Details General Setup CloningHide Feature Details Install Clone File General Setup Alert Notification ESolutions General Setup SMartRegistration Meter Assistant WSD Protocols EtherTalk Connectivity Physical Ethernet Connections SLP Connectivity Protocols NetWare TCP/IP Connectivity Protocols DHCP/DDNS Connectivity Protocols TCP/IP Connectivity Protocol Snmp Configuration Connectivity Protocols Snmp Configuration Microsoft Networking Connectivity Protocols Snmp Configuration Connectivity Protocols Microsoft Networking Ldap Connectivity Protocols Smtp Server Connectivity Protocols Ldap Connectivity Protocols Ldap POP3 Setup Connectivity Protocols Http WebDAV UPnP DiscoveryBonjour Language Emulations Services Printing Print Mode PCL Services Printing Language Emulation Services Printing Language Emulation 204 Defaults Services Mail Public Address Book Services Mail DefaultInternet Fax Fax Fax Repository Setup Services FaxFax Received Options Services Network General Scanning Default Template Services Network File Repository Setup ScanningValidation Servers Scan Template Management 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 Accounting Accounting Xerox StandardGroup Accounts Accounting Xerox Standard Verify User Details Configuration Accounting TypeVerify User Details for Printer/Direct Fax Jobs Customize User Prompts Configuration 218 Accounting Accounting Login Screen Settings Configuration Authentication Configuration Security AuthenticationAuthentication Required Device Default State Configuration Security Authentication Authentication ConfigurationSetup Failed Access Log Authorization Setup Security Create Create Authorization GroupsRemote Authentication System Groups Security Remote SMB Server Authentication Unbounded Security IP FilteringPort 5225A/5230A Unbounded Port Security Machine Digital Upload Signed 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 Security Settings Support System AdministratorPhone Number Location Xerox Support Services Phone NumberCustomer Support Phone Number Supply Phone Number CentreWare Internet Services 232 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 Information ChecklistNetWare Environments Installation Procedure NetWare InstallationTarget computers IPX/SPX frame types NetWare Setup Network Communication SetupComputer Setup Test Print Computer Setup NetWare SetupTest Print Unix TCP/IP Unix TCP/IP Environments Unix TCP/IP InstallationInterface 242 Print language/mode/logical printer Workstation SetupPrinter Name Print 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 Selecting a paper type Selecting a paper output traySpecifying double-sided printing Specifying collation Specifying paper size and double-sided printing Specifying stapling Specifying the print modePrinting EtherTalk Environments EtherTalk Workstation Setup EtherTalk Installation Microsoft Networking SMB Environments SMB InstallationConnection Protocol Install the print driver on the computer 262 TCP/IP LPD or Port9100 TCP/IP LPD or Port9100 Environments TCP/IP LPD or Port9100 Installation 265 266 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 272 Test Print Computer Setup Printer Environment Settings 274 Mail Overview Scan to E-mail Mail Print Mail Notification Service Notify Job End by E-mail Correspondent Specifications Mail InstallationMail Environments System Requirements 278 Mail Setting Setup Scan to E-mail Test Mail 281 Mail Environment Settings 282 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 Procedures for Scan to Home Setup Prerequisites for Scan to Home SetupAt Your Workstation Prerequisites for Scan to PC Setup FTP Scan to PC Setup FTPData to Set Up Scan to PC Install Comments Procedure for Scan to PC Setup FTP Scan to PC Setup SMBPrerequisites for Scan to PC Setup SMB Procedure for Scan to PC Setup SMB Job Flow Service Setup 294 Internet Fax Overview Internet Fax Internet Fax Environments Internet Fax InstallationTest Internet Fax Internet Fax Installation 298 Test Internet Fax 300 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 312 To enable IPsec Configuration of IPsec 314 Users Controlled by Authentication Overview of Authentication Authenticated Users with System Administrator Privileges Types of AuthenticationAuthenticated Users with Account Administrator Privileges Unauthenticated Users Local Access Functions Controlled by AuthenticationXerox Secure Access Remote Access Authentication for Job Flow Sheets and MailboxesCentreWare Internet Services Job Flow Sheet Types System Administrator Shared Job Flow SheetGenerally Shared Job Flow Sheet Mailbox Job Flow Sheet Created using Create Mailbox on the Setup screen When the Authentication Feature is Not EnabledCreated using Create Job Flow Sheet 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 Personal Mailbox General Users System Administrator MailboxOperations Generally PersonalOwner Other System Administrator Mailbox Operations Authenticated Users Mailbox Operations Job Linking Job Flow Sheets to MailboxesGeneral Users Job Flow Shared by Mailbox System Administrator Job FlowOwner Other Trator Types of Account Administration Overview of Account AdministrationManagement Features and Services Account Restricted UsePer Account Accounting Restrictions on Use Corresponding Service AccountingLimit Account Manageable Jobs Jobs that Can be Managed for Each ServiceItems Manageable Items Account User Jobs Document Manageable Items Account Services InformationScan Xerox Standard Accounting Installation ChecklistOverview Creating a User Account and Setting Usage Limits Enabling Xerox Standard Accounting from Internet ServicesCreating a Group Account At Your Computer Using XSA at the machine Maximum Usage Limits and Resetting Individual Usage LimitsTo Reset User Limits At the Machine Printing a Usage Report Resetting Usage DataEnabling XSA in your Print Drivers To Restore Settings or Clone Settings to another Machine 802.1x AuthenticationConfiguring 802.1x with CentreWare Internet Services To make a Back-up file Preparations Local Machine Authentication Setup Remote Authentication Setup Configuring Remote Authentication for Kerberos Solaris Configuring Remote Authentication for Kerberos Windows Configuring Remote Authentication for Ldap Configuring Remote Authentication for SMB Ldap Group Access Ldap AuthenticationLdap User Mappings Custom Filters Enabling Network Authentication Network Authentication Setup 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 348 Fault Clearance Procedure Problem Solving Paper Jams 351 352 Green Lever A1 Paper Jams in Cover aGreen Lever A2 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 365 Symptom Recommendation Common Problems Symptom Recommendation 368 Symptom Recommendation Problem Solving Procedure Network-related ProblemsTroubleshooting When the document cannot be deleted from the printer window When printing fails Cause Confirmation Method ActionCause Confirmation Method Action Machine settings Other Problem ActionClient settings When the machine is switched off Printing using an SMB environment When printingAuthentication using SMB NetWare When printing fails Cause Confirmation Method Action When there is no notification of error Unix 378 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 When you cannot connect to a web server Problem ActionInternet/Intranet connections Connection to External Applications Custom Services AuthenticationIPv6 Addresses Scanning Code Description and Remedy Fault Codes Code Description and Remedy 392 Code Description and Remedy 394 Code Description and Remedy 396 Code Description and Remedy 398 Code Description and Remedy 400 401 402 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 Code Description and Remedy 420 Code Description and Remedy 422 Code Description and Remedy 424 Code Description and Remedy 426 Code Description and Remedy Message Description and Remedy Screen Messages 429 Problem Solving 430 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 PCL Emulation Emulation ParametersParameter Value 438 439 Prepare for the Upgrade Machine Software UpgradeParameter Item No Value Xerox Extensible Interface Platform Xeip Configuring Xeip 443 Appendix 444 Numerics Index 446 447 448 449 450 451 452 453 454