Calling for Service, Error Messages and Codes | Xerox 785, 765, 665

Troubleshooting

Calling for Service

If you have an error with the machine which you are unable correct using the tables, please contact the customer Support Center. Before calling, please have the serial number of the machine available and any messages that are displayed.

Contact the support center at the following telephone number:

USA - 1-800-821-2797

Canada - 1-800-939-3768

Europe - Refer to the Warranty Pack provided with your machine for your support centre telephone number.

South America and the rest of the world - Please contact your local service provider.

Error Messages and Codes

If an abnormal condition arises in the machine or an incorrect operation is performed, an alarm signal is generated for about 4 seconds and a message to indicate the nature of the error is displayed. If this happens, take corrective action per the following table.

Error Message	Probable Cause	Corrective Action

Device error XX	Hardware device error	Turn off the power and turn on
	occurred. "xx" is an error	the power again. If the same
	code which identifies the	problem continues, call the
	cause of error. This error	service representative.
	shows that the terminal does
	not work any more. See
	device error code table.

Network disabled	Network related PWB	Confirm the Network adapter
	(Network adapter board or	board and NIC are installed
	NIC) is out of order. Network	properly.
	related features do not work.

PCL disabled	PCL board is out of order.	Confirm PCL board is
	PCL printing does not work.	installed properly.

Scanner quality low	Scanning illumination (LED)	Confirm LED block and
	area is broken or scanner	replace it if LED does not
	block is dirty.	come on properly. if LED light
		comes on properly, clean the
		glass and shading plate.

WorkCentre Pro 665/685/765/785

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Xerox 785, 765, 665, 685 manual Calling for Service, Error Messages and Codes

Contents

Xerox Welwyn Garden City AL7 1HL Table of Contents WorkCentre Pro 665/685/765/785 Dialing Methods Receiving Documents Transmitting Documents Mailbox Communications Cancelling JobsPolling Reports Copying Documents 10-1 Viii WorkCentre Pro 665/685/765/785 Appendix a Ordering Supplies Troubleshooting 16-1 Appendix B Maintaining the Product Energy Star Xii WorkCentre Pro 665/685/765/785 Introduction Finding Information in the System Administrator’s Guide SAG Reports Chapter Troubleshooting ChapterPolling Chapter Mailbox Communications Chapter Information provided by the User’s Guide Environment Specifications a Basic Troubleshooting Chapter Send header 1. Inside Outside Off Document Conventions Introduction Programming the Machine Using the Menu Mode Key Key Description Keys used in Menu Mode Operation To program a Menu feature using the Menu Numbers To program a Menu feature using the scroll keysFax features Print reports Phonebook setup Self test Menu Flow Map Programming the Machine Programming the Machine Keys used to Enter Characters Character Entries Character Code Table Enter name Entering CharactersCorrecting Characters Replacing Characters Enter name Insert Deleting or Inserting Characters Direct Access Function Keys Programming the Machine Planning the Phonebook Setting Up the Phonebook Pre-setting Speed Dial Numbers Speed dial number 001 Enter speed dial nbr or Back to previous Stop to complete Speed dial 001 Alternate fax nbr Speed dial 001 Name 20 max Enter nameSpeed dial 001 Fax number 128 max Fax options? 1. Yes Send Later Subaddress PWD 20 max Subaddress SUB 20 max Line Selection Speed dial number 1. Delete Modify Retain Modifying or Deleting Speed Dial Numbers Press one touch key or Back to previous Stop to complete Pre-setting One Touch Numbers One touch key Alternate fax nbr One Touch key Name 20 max Enter nameOne touch key 001 Fax number 128 max Fax options? 1. Yes Send later Time Hhmm Fax Speed Line Selection One touch key 1. Delete Modify Retain Modifying or Deleting One Touch Dial Numbers Enter group number or Back to previous Stop to complete Pre-setting Group Numbers Group number 0025 Enter speed dial or OT Enter to complete Enter name Group name 20 max Phonebook By name Speed dial Group dial Programming Group Send Enter group number 1. Delete Modify Retain Deleting or Modifying a Group NumberEnter group number or Back to previous Enter to complete Filling out the One Touch Label Set dept. code 1. Yes Setting the Department CodesTo setup Department Codes Enter name Dept. name 20 max Set dept. code Recover old data NewEnter master code Dept. number01 Dept. name 20 max Set dept. code Dept. number Enter master code Dept. numberEnter master code Dept. number Master code Set dept. code Dept. number Dept. code Set dept. code Dept. number04 Dept. name 20 max Enter name Changing the Department Code Settings Dept. number 1. Delete Modify Retain Set dept. code Already assigned Dept. number02 Error correct-ECM 1. On Off Long original 1m 39 Inches Any length Long Original Setting Bypass Tray Paper Size Setting Interval Number of redials Redial Count and Interval Setting Redials 00-14 Redials Interval 01-15 min Receive interval Interval 00-15min Receive Interval Resolution Selection Description Resolution and Contrast Setting Superfine ResolutionStandard Fine Super power save Automatic Manual Off Power Saver Setting Entering time Time 01-60min Printer power save 1. On Off Print Density Refuse junk mail 1. On Off Refuse Junk Mail Setting Ringer volume Volume 2 3 4 5 6 Ringer Volume Setting Alarm volume Volume 2 3 4 5 6 Alarm Volume Setting Key touch volume Volume 2 3 4 5 6 Key Touch Volume Setting Monitor volume Volume 2 3 4 5 6 Monitor Volume Setting Type of send Dial while scan Dial after scan Send After Scan Default SettingWhen memory full Delete scan pages Send scan pages Remote access 1. On Off Remote Service SettingRemote Access Download firmware 1. No job in memory Anytime Download RDC password Set RDC password Password 20 max RDC Password Auto supply ordering 1. On Off Supplies Order Copy separator page 1. On Off Separator Page Default SettingFax separator page 1. On Off PC separator page 1. On Off Line monitor 1. Always Off Line Monitor Default Setting Programming the Machine Receiving Documents Basic Receive Setting the Answer Mode LineAnswer mode Auto answer Manual answer Rings to answer Rings 01-*10 Receive only Start/Stop time 0000 Manual Receive Auto Receive Collate fax 1. On Off Advanced ReceiveCollate Fax Reduce incoming fax 1. On Off Reduce Incoming Fax Setting Receive to memory 1. On Off Receive to Memory Security code Security On/Off Automatic Secure Receive SetupSecure Receive Secure receive Security code Secure receive Security code Security On/Off Secure recv. all day For each day? 1.Yes Secure receive 1. On OffSecure receive Start/Stop time 600 Monday Secure all day 1. Yes Secure receive Start Stop Manual Secure Receive 12-01-1999 1547 Ready Free memory 80% Printing Printing the Stored Document in Secure Receive ModeSecure receive 1. Start Stop Discard extra 1. On Off Discard Extra Setting Receiving Documents Dialing Methods Dial fax number Fax number Manual Dial On-hook and Off-hook Dialing12-01-1999 1347 Ready Free memory100% Dial or press Copy Communicating Job number 022 5554444 Alpha Dialing Scanning into memory Job number 007 Free memory 91% Enter search name Exit to previous Keith Doe Co. −↓Speed dial 001 Keith Doe Co Phonebook 1. Speed dial Alpha dial Group dial Speed Dialing One touch key One Touch DialingSpeed dial 001 Scanning into memory Job number 041 Free memory 85% 12-01-1999 1347 Ready Free memory92% Dial or press Copy Keypad DialingScanning into Memory Job number 052 Free memory 82% Manual Redial Last Number Off-hook Automatic Redialing Redial last number Enter to start Manual Redial Last 5 Numbers On-hook Chain Dialing Scanning into memory Job number 017 Free memory 100% ProcedureCharge Card Transmissions Manual group Enter fax number, Phonebook Or one touch key Manual Group Dialing Manual group − to previous Enter more Or press Start Transmitting Documents Scanning into memory Job number 047 Free Memory 100% MemoryJob Numbers Memory send 1. On Off Memory Send or Direct Send Default Mode Memory Send 12-01-1999 1347 Ready Free memory 85% Load document 12-01-1999 1347 Ready Free memory 100% Dial or press CopyScanning into memory Job number Free memory 92% Dialing Job number 5551212 Direct Send Free memory 80% Enter fax number Direct Send with Memory Send SelectedDirect send Yes Time Hhmm DD Delayed StartManual Send Priority Transmission Free memory 100% Enter fax number Line SelectionLine selection Either line Line #1 Line #2 Fax number 128 max 5151212 + $$$ Charge CodesFax number 128 max 5151212 + Effective Range Cover Sheet Cover sheet Press Start to store Cover Sheet SetupCover sheet 1. On Off Load cover image 1. Yes Enter to Name Sending a Document with a Cover SheetCover sheet Send Print Enter from Name Batching Confirming a Transmission Option Description One Time Fax Options Number of pages Pages Number of Pages Listen to dial 1. On Off Listen to Dial Send then poll Add security code? 1. Yes Send then PollSend then poll Off Transmitting Documents Error correct ECM 1. On Off ECM Disable Secure send Off Secure Send Transmission Send after scan 1. Yes Send After Scan Enable Transmitting Documents Enter account code or press Start Advanced Transmissions Using an Account Code Account code 1. On Off Account Code Default Setting 12-01-1999 Free memory 100% Enter dept. code Transmitting Using a Department Code Resend Stored Fax Default Setting Resending a Stored Fax Fax number 128max Start Send to one number Change Secure Send Setting ITU-T Relay Transmission Initiating Station SetupRelay Station Setup ITU-T Relay Communications Send Relay Box number 20 max Setup password 1. YesEnter password Password 20 max Transmitting Documents End Stations Presetting ITU-T Relay BoxOriginator Relay Boxes Relay Station Relay end number Enter phonebook key or one touch key Program password 1. YesEnter password Password20 max Enter mailbox new# Box number 20 max Relay end number One touch key01 Enter more Or press Start Transmitting Documents Delete mailbox# Box number 20max Mailbox setup 1. Done Mailbox deleteDeleting a Relay Box Transmitting Documents Dialing Job number 006 5551212 Cancelling JobsStop Key Job Status Key Cancel Job Key Cancel job Enter to cancel Previous − Next ↓ Job number 043 Cancel this job? Job number 043 Yes12-01-1999 Direct Send Jobs Cancel this job? 1 Cancelling Jobs Polling Communications Polling Storing a Document to be Polled Scan to be polled 1. Poll-once box Multi-poll box Storing a Document to be Polled in a Poll-once Box Scan to be polled security code Secure fax 20 max Storing a Document to be Polled in a Multi-poll Box Security/fax number? Cancelling Documents Stored in a Polling BoxModifying Documents Stored in a Polling Box Already assigned Delete Add + Retain Poll Add security code? 1. Yes Polling a Remote Document Poll-once or Multi-poll BoxPoll one number Enter fax number Load document To poll press Start Group Polling Poll a group Security code Poll a group Add security code? 1. Yes Continuous poll Start/Stop time 0800 Continuous PollingContinuous poll Interval 10-70min Continuous poll Security code Continuous poll − ↓ for setting Start/Stop days Mon-FriContinuous poll One touch key46 Enter more Or press Start Already assigned 1. Delete Retain Deleting Continuous Poll Jobs Polling Mailbox Reception Reports Mailbox CommunicationsMailbox ITU-T Communications Creating an ITU-T Mailbox Mailbox setup Done Mailbox deleteLocal Mailbox ITU-T Enter mailbox new # Box number 20 max Mailbox type Confidential Bulletin board Relay Deleting an ITU-T Mailbox Delete Mailbox # Mailbox Confidential Bulletin board Relay Box setupStoring a Document in a Local ITU-T Mailbox Store Confidential Box number 20 max Store Bull. board Printing a Document Stored in a Local ITU-T Mailbox Print Confidential Box number 20 max Print Bull board Deleting a Document Stored in a Local ITU-T Mailbox Delete Confidential Box number 20 max Delete Bull board Remote ITU-T MailboxSending to a Remote ITU-T Mailbox Mailbox Communications To send to a remote mailbox, press Polling a Remote ITU-T Mailbox Poll Confidential Box number 20 max Poll Bulletin Board Attaching an ITU-T Sub Address Transmitting a Document to an ITU-T Sub Address Subaddress SEP 20 max Polling a Document Using a Sub Address Load document To poll press Start Reports Setting Up Reports and Lists Activity Report Setup Description Code Activity report Set key default Auto print Confirmation Report Setup Confirmation Report Confirmation report 1. Always On error Off Confirmation Report Memory Send Confirm. memory send 1. Always On error Off Show first fax page 1. On Off Group Send Report Group send report Always On error Off Reports Group Poll Report Group poll report Always On error Off Relay Originator Report Relay originator 1. Always On error Off Show first fax page 1. On Off Relay Station Report Relay station 1. Always On error Off Reports Relay Destination Report Relay destination 1. Always On error Off Reports Confirmation report Confirmation Report Override Local to mailbox Remote to mailbox Relay station Reception Report Setup Description Print number 50 1paper 100 2paper 150 3paper Printing Reports and ListsActivity Report ITU-T Mailbox Report Pending Jobs Report Department Code Report Power Failure List Press Menu Map Menu Map Settings Report To print the Settings Report Press Copy Copies PaperAuto Collate On Copying DocumentsMaking Copies Copying Papertray 1 LT Pages Press the Exit or Stop key to cancel the copy operation Scan Functionality 11-2 WorkCentre Pro 665/685/765/785 PCL Printing Functionality 12-2 WorkCentre Pro 665/685/765/785 Network Functionality 13-2 WorkCentre Pro 665/685/765/785 Internet FAX Functionality 14-2 WorkCentre Pro 665/685/765/785 Using the ControlCentre Setting the Machine Defaults Setting up the WorkCentre Setting up the Telephone Lines Using the Power Save features Changing Your ControlCentre Password Setting the PC’s Date and Time on the WorkCentre Choosing How to Send Faxes Setting the Fax Send OptionsSetting the Cover Sheet and Send Header Options Setting the Redial Options Sending Faxes Using Security Faxing Long Originals Receiving Secure Faxes Setting the Fax Receive OptionsSetting the Receive Footer Option Receiving Faxes when the Printer is Unavailable Setting the Receive Interval Receiving Oversized Faxes Collating and Reducing Incoming Faxes Assigning an Individual Fax Number to a One Touch Key Setting up a PhonebookReceiving Faxes to Your PC Using the ControlCentre Editing a One Touch Key Entry Deleting One Touch Key Entries Presetting a Speed Dial Number Editing a Speed Dial Number Deleting Speed Dial Numbers Presetting a Group Dial Number Deleting Group Dial Numbers Editing a Group Dial Number Opening a Phonebook File Saving a Phonebook to Your PC Creating a Mailbox Creating Mailboxes Editing a Mailbox Deleting a Mailbox Using Department CodesSetting up Department Codes Deleting a Department Code Changing a Department Code Printing Reports Confirmation Reports Setup Printing the Settings Report Reception Reports Setup Creating a New WorkCentre Settings File Saving the WorkCentre SettingsSaving WorkCentre Settings to a File Opening a Saved WorkCentre Settings File Enabling Xerox personnel to perform remote tests Setting up automatic supply ordering Firmware Download Auto test Individual test Print test TroubleshootingSelf Test Troubleshooting Error Messages and Codes Calling for Service 16-4 WorkCentre Pro 665/685/765/785 Troubleshooting Code Probable Cause Corrective Action Error Codes WorkCentre Pro 665/685/765/785 16-7 Code Description Replace Parts Device Error Codes Code Location Paper Jam Remove any documents from the Document Tray Documents Open the Right Side Cover and remove any jammed paper 067 WorkCentre Pro 665/685/765/785 16-13 Right Side Document Jam Typical Causes Recommended Procedure Document Jams Remove all documents from the Document Tray Documents 073 G3 5 0 Status Code Table Problem Check Items Transmission Problems Reception Problems Communications failure Problems with envelopesImage Quality 16-22 WorkCentre Pro 665/685/765/785 Supplies Ordering SuppliesOrdering Supplies Ordering Supplies Automatically Setting-up Automatic Supplies OrderingSetting up the destination WorkCentre Pro 665/685/765/785 Select supplies 1. Toner Drum Entering the part details Enter quantity Quantity Enter part number 20 max Entering ordering details Enter ship address Address 64 max Enter contact name Name 40 maxEnter tel number Tel number 32 max Enter ship to name Name 40 max Printing the order form To replace the paper Maintaining the ProductReplacing the Paper 039 Push the paper tray all the way into the machine To replace the Toner Cartridge Replacing the Toner Cartridge and Fuser Cleaner 065 098 093 Assembly 026 027 029 To replace the Fuser Cleaner 076-1 076-2 101 To replace the Drum Unit Replacing the Drum Unit Developer Assembly 026 028 To replace the Ozone Filter Cleaning the Machine Cleaning the Cabinet and Ozone Filter Cleaning the Document Scanner Close the Transmission Cover WorkCentre Pro 665/685/765/785 Cleaning the Developer Assembly and the Surrounding Parts 023 065 To clean the Paper guide To clean the Transfer Wire and Discharge Wire To clean the Developer Assembly 026 027 029 Laser Beam Window Cleaning the Charger Wire and the Laser Beam WindowCharger Wire To clean the Laser Beam Window To clean the Charger Wire Charger Wire WorkCentre Pro 665/685/765/785 Assembly 027 029 Cleaning the Components as Needed 023 065 Page To clean Contacts To clean the Metering Blade Developer 028 Installing the maintenance kit Specification Product Data Sheet JBIG/MMR/MR/MH Process Unit is 750 prints. Supply Toner Cartridge WorkCentre Pro 665/685/765/785 Safety Certification and Environmental Compliance This product must be earthed Laser Safety Information 230v, 50 Hz Nominal Markets Third Party CertificationRadio Frequency Emissions USA 120v 60Hz Nominal Markets Unique European Certification Approvals and Certification UK Electricity at Work Regulation Question What is the Electricity at Work Regulation? Question Is the Xerox equipment in my premises safe? Question Is Xerox equipment safe? Question I require records of all tests Environmental ChoiceM Environmental CompliancePage Data Coupler Information FCC RegulationsSend Header Requirements Page Canadian Certification Page Index Symbols INDEX-2 INDEX-3 See also LCD document feeder INDEX-5 See also LCD listen to dial See also menu map levels INDEX-8 See also dial mode INDEX-10 See also contrast default setting See also security INDEX-13 INDEX-14