Home

Practical Troubleshooting Guide for the Call Center Agent

1. 5 8 Media Specifications CX1145 MFP Print Engine US Bond Index RADF US Bond One Sided 9 3 41 8 lb 64 to 105gsm Two Sided 13 3 41 8 1b eats Paper Feed Pedestal US Bond 17 to 281b 64 to 105gsm Large Cap Feeder US Bond Metric 17 to 281b 64 to 105gsm Finishers All US Bond 17 to 281b awe 64 to 10S5gsm Hole Punch Units All Index 17 to 281b a 64 to 105gsm Note OHP Film and Specially Treated Paper should not be used 42 5 9 Procedure for Requesting Media Samples Providing Media Samples to OKI Technical Support for Evaluation If it is a Print Quality Issue prepare samples as outlined below Scanned Copy Samples emailed should include e Scanned printed samples of the media that have been reproduced with the issue evident in lef and sef if possible with feed direction indicated on the sample e A scanned PS Test Page produced on 20Ib stock and produced on the media in question Indicated on the sample which is 201b and which is the media e A scan of all printer configuration sheets e A scanned Demo Page on 20lb stock and the media in question Indicated on the sample which is 20Ib and which is the media e A scanned image of the label on the media packaging Hard Copy Samples mailed should include e Printed samples that have been reproduced in lef and sef if possible with feed direction indicated on the sample e PS Test Page on 20Ib stock
2. Printer Serial Number o a a S a Asset Number Current Firmware Versions for PI Engine Control PCB LO High Voltage Power Supply S Scanner DU Duplex T2 Hi Cap Tray 2 T3 Hi Cap Tray 3 T4 Hi Cap Tray 4 Fax FX 1 PCB If installed Current Update Patch information In order to establish a troubleshooting baseline it is important to confirm the printer serial number in question and verify that all firmware and updates are current 15 CX3641 MFP Configuration Sheet Server Setup server Setup Server Name CX3641MG 0B6300 Print Start Page No Use Character Set Macintosh Allow printing from All users Enable Printed Queue Yes Jobs to Save 10 Preview While RIP No ime Zon ag r g Be aware of the printers Time Zone setting Wrong time zone settings can effect Network Fax and LDAP performance ey 16 CX3641 MFP Configuration Sheet Network Setup Network Setup Port Setup ee Ethernet Setup PEE hades Use this Section to Assist in Troubleshooting Network Issues errnet Speed Auto Detect 10 100 1000 100Mbps Full Duplex MAC Adar Filtering No USB Port Setup Enable USB Port Yes Port Timeout sec 5 Ignore EOF Yes USB Connection Print Queue Serial Number Enable Protocal Setup Enable AppleTalk Yes AppleTalk Zone AppleTalk Name CX3641MG 0B6300_Direct CX3641MG 0B6300_Hold CX3641MG 0B6300_Print IPv4 Setup Yes Ethernet Ethernet S
3. B Testing the phone line and phone cable Step 2 C Verifying the fax configuration and settings Step 3 D Faxes can be sent but not received E Faxes can be received but not sent F Faxes fail intermittently or with only one fax number G Faxes cannot be sent or received or the issue cannot be determined H Troubleshooting and Help 87 A Troubleshooting Preparation Step 1 Make sure that the following items are available to complete the troubleshooting steps included in this document Fax configuration and settings Print Configuration Page s Another analog fax device for testing send to receive from The phone number of another fax machine that can be used to verify whether the Oki fax 1s sending and receiving correctly A single line telephone This phone will be used for testing the phone line The original Oki fax RJ 11 cable supplied with the unit B Testing the phone line and phone cable Step 2 Part 1 This step 1s aimed at testing both the phone line and the phone cable To do so follow the instructions listed below l 2 b Unplug the phone cable from the Oki Fax Verify the phone cable configuration Correct Incorrect 2 wire 4 wire Plug the phone cable into a single line phone Pick up the handset and listen for a dial tone If no dial tone is present then replace the phone cable with another one and listen again for a dial tone If a dial tone is present unp
4. Manufacturer Printers Agta Alps Apollo EF AGFAAccuSet 00 Apple AP S PS SF AGFA AccuSet 8005F v52 3 amine E me Eo MRA Geese gets cai EF This driver is digitally signed Have Disk Tell me why driver signing iz important Install From Disk make sure that the corect drive is selected below 9 In the Install From Disk A Insert the manufacturer s installation disk and then window Click Browse Copy manufacturer s files from 62 10 In the Look In window navigate to the location of the driver files Locate File Look ir 0 wins P2k w 4 My Documents My Recent of My Computer Documents H 34 Floppy 45 s Local Disk C or 12010044250 D C Drivers i GDI i ENU Sy Network Drive Ag My Documents 9 Shared Documents 9 My Documents C Okidata s Documents EJ My Network Places My Computer File name 0P732 v Ky Network Files of type Setup Information inf 11 Select the driver file and click Open Locate File Look in On m My Recent Documents My Documenta My Computer File name ORY 32 wt X Mu Network Files of type Setup Information inf 12 Click OK on the Install from Disk window Install From Disk Insert the manufacturer s installation disk and then Games make sure that the corect dive is selected below Cancel Copy manufacturer s files from DADrivers GDISENUwinesP2k vw 13 The driver name will now show in the Instal
5. OKI PRINTING SOLUTIONS Practical Troubleshooting Guide for the Call Center Agent This document has been designed based on industry accepted troubleshooting techniques and the Oki Data MFP product line For specific details on other Oki printing devices refer to the documentation available for those products For illustration purposes the CX3641 MFP product is used Contents Chapter 1 Troubleshooting 101 1 1 Asking the Right Questions 1 2 The Troubleshooting Process Chapter 2 Supporting Oki Products 2 1 Product Competency 2 2 Definitions 2 3 Using All Available Resources Chapter 3 Kstablishing a Troubleshooting Baseline 3 1 Establishing the Troubleshooting Baseline 3 2 Utilizing the Printer Configuration Sheets Chapter 4 Troubleshooting Print Quality Issues 4 1 Troubleshooting Print Quality Methodology 4 2 Troubleshooting Print Quality Issues 4 3 Print Quality Troubleshooting Practices 4 4 Troubleshooting Print Quality Light Prints in All Colors Light Print in Only One Color Blank Prints Mottled or Splotchy Prints Unexpected Colors Repeating Bands Lines Marks or Spots Random Bands Lines Marks or Missing Spots Random Spots Background Incomplete Fusing or Cold Offset Ghosting or Hot Offset Toner on Back of Print Scan Direction Bands Voids or Streaks Scan Direction Dark Streaks Process Direction Lines or Streaks Chapter 5 Troubleshooting Media Issues 5 1 Troubleshooting Me
6. Magnetic Signage etc found on packaging label What is the Media Weight Weight in Pounds lb and Grams per Square Meter g s m found on packaging label What Printer Tray is being used Multi Purpose Tray Cassette What are the Printer Media Settings Type Weight 6 5 6 6 6 7 Note Print Driver will override printer settings When was the Last Printer Calibration Found on PS Test Page What is the Specific Quality Issue Streaks Registration etc Step 3 Does the media fall within specification See Media Specifications 6 5 6 6 6 7 Yes Proceed to step 4 No Instruct that the media is not within printer specification Step 4 If Copy Related Print Configuration PS Test Demo pages If problem is not evident issue 1s with scanner If problem is evident issue is with printer If problem is evident on both copy and print install media from a fresh unopened package and test Change the media direction lef to sef Is the issue still evident Yes The printer requires repair See troubleshooting Print Quality Issues Chapter 5 No Instruct that the media is not within printer specification If Print Related Determine what application is used and what print driver used Convert the document to PDF and output If the issue is still evident output using a different print driver If the issue is still evident install media from a fresh unopened package and test Change the media direction lef to s
7. device driver Over time Oki Data may update the driver for the device to improve its performance to improve security or to correct a problem Most of the time you can connect and use hardware accessories without a problem Occasionally however you might encounter a problem when installing a new piece of hardware or you might develop a problem after using the device that previously worked correctly If you have a hardware problem the problem could be caused either by the hardware or by the device driver Fortunately print drivers can be easily upgraded to a newer version uninstalled or reinstalled Therefore troubleshooting hardware problems often starts by troubleshooting device drivers 8 2 Troubleshooting Suspected Print Driver Issues To identify a device driver problem answer the following questions e Did you recently upgrade the device driver or other software related to your hardware If so uninstall the new version and reinstall the previous version e Are you experiencing occasional problems or is your hardware not compatible with your version of Windows If so upgrade the device driver e Did your hardware suddenly stop working If so upgrade the device driver If that does not solve your problem reinstall the device driver If the problem continues try troubleshooting your hardware problem 59 8 3 How to install a Print Driver One of the first steps in resolving hardware problems is to ensure that the print dr
8. e Instruct the dealer technician to perform printer and or scanner calibrations e Generate configuration pages and attach to the dealers service log e Generate final test page and demo page and attach to the Service Log 27 4 4 Troubleshooting Print Quality Light Prints in All Colors The overall image density is too light in all colors Initial Actions to Perform m Perform Initial Actions from Print Quality Troubleshooting Practices page 26 m Verify the media used is supported by this printer m Verify the media settings are correct at the Control Panel m Print the Test and Demo pages to see if it is an application problem m Run the color calibration routine If applicable Areas of the Printer that Apply m Imaging Unit m LED Head m Transfer Unit m HVPS m Engine Control Board Light Print in Only One Color Only one color yellow magenta cyan or black is too light on the printed image Initial Actions to Perform m Perform Initial Actions from Print Quality Troubleshooting Practices page 26 m Check that the Toner Cartridge pull strip is completely removed from the affected color m Run the color calibration routine If applicable Areas of the Printer that Apply m Imaging Unit m LED Head m Engine Control Board m Toner Supply Blank Prints Initial Actions to Perform m Perform Initial Actions from Print Quality Troubleshooting Practices page 26 m Run a test print to help isolate the problem betwe
9. line DSL is generally offered at downstream data rates from 512 Kbps to about 6 Mbps However if specified during the set up of the DSL line the signal can be separated so that some of the bandwidth is used to transmit an analog signal for voice and fax or ISDN signal while the remaining bandwidth is used to transmit digital data for the internet This allows for the use of the telephone and fax and computers on the same line and at the same time In order for analog equipment to use analog channels on a DSL line a DSL micro filter is needed to be installed so that digital and analog channels can be separated Figure 1 DSL Fax Setup Figure 1 on the next page shows the typical configuration to connect the Oki fax product to a DSL line 80 Connecting an Oki product to DSL Figure 1 DSL Fax Setup The DSL micro filter in Figure 1 below is only a reference The DSL micro filter may not look like this Public NOTE Some DSL micro filters have a cable that should be attached to connect them to the wall socket while others can be Telephone inserted into the wall socket directly Network Connect the DSL Micro filter to the wall socket The Oki product will have an RJ 11 Fax cable supplied with it connect this to the product outlet at the back of the machine as shown in the diagram above Insert the other end of the supplied RJ 11 Fax cable into the analog outlet on the DSL micro filter Connect the PC to the DS
10. 10 2 Analog Verses Digital 10 3 Understanding Digital Networks 10 4 Basic Fax Troubleshooting Chapter 1 Troubleshooting 101 1 1 Asking the Right Questions To be an effective troubleshooter you have to ask the right questions Each question should lead you closer to the problem area by eliminating possibilities The quality of your solution depends on the quality you put into the process Getting a complete and accurate symptom description and reproducing the symptom assures that you fix the symptom the dealer and customer wanted you to fix An organized troubleshooting process shows the dealer and customer you have control of the situation which will immediately instill confidence in the dealer and customer A correct troubleshooting process will reduce costs prevent further issues and ensure that the root cause rather than a peripheral symptom is fixed Proper recommendations for repair or replacement of the defective component will enhance your credibility with your associates the dealer technician and customer There are 5 general steps to all troubleshooting These steps can be used in any industry They apply to technical financial economic and even in your personal lives Everyone utilizes these steps daily and do not realize it Troubleshooting is taking a logical approach to problem solving The following are the 5 steps Step 1 Preparation Step 2 Gathering Information Step 3 Detailing the Symptom Step 4 Testing
11. US AA Print Width 78 Print to PCL Error No PS PCL Setup This information can be used to verify print driver information CX3641 MFP Configuration Sheet 19 CX3641 MFP Configuration Sheet Color Setup Color Setup RGB Source Profile Fiery RGB v5 EnS i 2012 Rendering Style Presentation GREG o Rete CMYK Sim Profile ISO Coated a CMYK Sim Method Full Source GCR coke We oo RGB Separation Output 7 ra aa Use Media Def Prof Off m7 sail Sache Output Profile Fiery 3641A3 12x6 Dot v1F FE r cates pay rinse Black Text Graphics Pure Black Black Overprint Text Graphics Spot Color Matching On Print gray Black RGB Text Graphics Images Print gray Black CMYK Text Graphics Images CMY 100 Density On Expert Color Settings x RGB Source Profile Rendering Style es ety RGB v5 ss Presentation RGB Separation Print gray using black only RGB 4 TextiGraphics Images Simulation i Output 5 Text Graphics Images raphics Images CMYK Simulation Profile CMYK Simulation Method 150 Coated 150 Coated ee Fl Output GCR lt Print an aee using black only CMYK Text Graphics Images ka Output Profile gt Fiery 364143 12x6 Dot viF CMYK RGB Spot i Spot Color Matching sammmen Pure Black Text Graphics lt Pure Black aa Black Overprint TextiGraphics Black Defaults Cancel The manner in which the values are
12. and the media in question Indicated on the sample which is 20lb and which is the media e All printer configuration sheets e Demo Page on 20lb stock and the media in question Indicated on the sample which is 20Ib and which is the media A copy or the original of the label on the media packaging If it is a Paper Feeding Issue provide a scanned image of the label on the media packaging Email to Technical Support so that you can begin to analyze the issue while you are waiting for the hard copy samples Samples of the media being used from an unopened package a minimum of 25 sheets e Samples of the media being used from an unopened package a minimum of 25 sheets e A copy or the original of the label on the media packaging If it is a Finishing Issue provide a scanned image of the label on the media packaging Email to Technical Support so that you can begin to analyze the issue while you are waiting for the hard copy samples e Samples of the media being used from an unopened package a minimum of 25 sheets e A copy or the original of the label on the media packaging 43 Chapter 6 Troubleshooting Scanner Driver Issues 6 1 Troubleshooting Scanner Driver Methodology Example used Windows XP Windows and MAC based computers use software called a device driver to communicate with the Oki scanner Every hardware device you connect to your computer has its own device driver Over time Oki Data may update the driver fo
13. be faxed and dial the number manually on the Oki Fax front panel Make sure that the appropriate option between Tone Dialing and Pulse Dialing is set on the Oki Fax product depending on your phone service provider or PBX 90 G Faxes fail intermittently or with only one fax number Check the following items to find out the cause of the failure e If static is present on the phone line fax communication may fail It is advisable to have the phone line checked and serviced by the telephone company or have the other party check their line NOTE Phone line quality is the most common reason for intermittent fax failures Some old locations and buildings have inadequate phone system wiring e Check the phone cable from the wall socket to the Oki Fax product It should not be coiled or longer than necessary NOTE A coiled cable can cause cross talk or echo on the line Signal strength and quality can be lost with long cables Make sure that the original fax cable supplied with the Oki Fax product is being used Otherwise the Oki Fax product may not work correctly e Make sure that the phone cable routing and any cables not plugged into the same socket but sharing the same line is not close to any electrical appliances electric motors fans kitchen appliances or televisions and or near coaxial cables NOTE Many of these devices do not have sufficient electrical shielding and can induce electromagnetic force EMF onto the phone
14. card to the hub router or switch l 2 Check the LED light at the back of your network card the link or activity LED should be on once the printer is initialized Likewise if you have access to the router check the link LED of whichever port you re attached to and make sure it s on If either the network card or router LED is not on then replace the network cable with a known good cable If there is no change move the cable to another port on the router If the LED still does not light on either the network card or the router plug another device 1 e laptop into the same port s Check the LED on the new device and the router If the LED on the new device is on the failure is occurring on the printer network card If the LED does not come on the failure is in the router or switch 54 7 3 Testing Functionality Using the Ping Command Verify that the network card in the computer 1s capable of pinging or seeing itself by using the ping command Windows users ping the computer from a command prompt MAC users ping the computer from the Network Utility To ping the card or the localhost type either ping 127 0 0 1 or ping localhost This should show a listing of replies from the network card If you receive an error or if the transmission failed it is likely that either the network card is not physically installed into the computer correctly or that the card is bad If the network card in the computer rep
15. compatible with fax machines unless the provider explicitly states they support fax over IP services Although a fax may sometimes work on a VoIP network it may fail for the following reasons e Fax transmissions are sensitive to the timing of signals There is a slight delay in the signal because of the time it takes to create the Internet packets Internet traffic becomes heavy and packets are lost which then have to be recreated e Heavy Internet traffic also increases latency the time it takes for a packet to travel from its point of origin to its point of destination which then exceeds timing requirements What can be done to help the fax transmission The communication speed is a major factor in fax transmission over VoIP Currently there are three speed standards e Fast v 34 which communicates at 33 6 Kbps e Medium v 17 which communicates at 14 4 Kbps e Slow v 29 which communicates at 9 6 Kbps Changing the fax speed setting to medium or slow may improve your ability to send a fax over a VoIP network On all Oki fax products the connection speed can be set to a lower speed Consult your product user s manual for information specific to the Oki model Try the fax again If you continue to have problems faxing contact your VoIP provider as they may have options to improve the ability to send and receive faxes over VoIP telephone service 86 10 4 Basic Fax Troubleshooting Contents A Troubleshooting Preparation Step 1
16. device sharing the phone line These devices may be plugged directly into the Oki fax product or into another wall jack on the same line including answering machines in another room or on the same phone line and any line splitters and extension cables e Connect the fax to a regular analog phone line e Print the Fax configuration page e Enable the Auto Receive Mode See the Oki product users manual Ensure that the Oki product is connected to a telephone line reserved only for fax communications The Oki product will assume all incoming calls are fax messages and automatically receive all incoming fax messages Configure the fax settings as indicated below Auto Receive Mode On Ring Response 1 ring Send a fax to the test fax machine and have someone send a fax to the Oki fax device If faxes still cannot be sent or received check the following sections and determine which one best describes your issue and follow the troubleshooting steps provided 89 E Faxes can be sent but not received Review the information below to determine the reason why faxes are not being received Verify the fax configuration and settings print configuration page s Phone company services Check whether any of the following telephone line services 1s enabled Voice Mail Call Waiting Billing Tone Privacy Block Security Screen Anonymous Call Rejection Privacy Manager These phone services are intended to prevent undesired calls so they
17. missing entirely These missing areas form wide bands that run along the page parallel to the leading edge of the paper Initial Actions m Perform Initial Actions from Print Quality Troubleshooting Practices Areas of the Printer that Apply to Process Direction Bands Voids or Streaks m Imaging Unit m Transfer Unit belt Scan Direction Bands Voids or Streaks There are areas of the image that are extremely light or are missing entirely The missing areas form bands that run along the page from the leading edge to the trailing edge in the direction of paper travel Initial Actions m Perform Initial Actions from Print Quality Troubleshooting Practices Areas of the Printer that Apply m Imaging Unit m Transfer Unit belt m LED Heads Scan Direction Dark Streaks There are dark lines running parallel with the leading edge of the print Initial Actions m Perform Initial Actions from Print Quality Troubleshooting Practices Areas of the Printer that Apply m Imaging Unit m Transfer Unit belt Process Direction Lines or Streaks There are dark lines running along the page in the direction of paper travel from the leading edge to the trailing edge This is generally due to Fuser paper path roller and or exit guides contaminated with toner debris Initial Actions m Perform Initial Actions from Print Quality Troubleshooting Practices Areas of the Printer that Apply m Imaging Unit m Transfer Unit belt 32 Chapter 5 Trouble
18. or a printer attached to another computer i yo To setup a network printer that is not attached to a print server DD use the Local printer option 5 On the Select a Printer Port window select Create a new port Click Next Add Printer Wizard Select a Printer Port Computers communicate with printers through ports Q Select the port you want your printer to use If the port is not listed you can create a new port O Use the following port Create a new port Type of pork Local Fort Standard TCP IP Fort 6 Click Next on the Welcome to the Add Standard TCP IP Printer Port Wizard 61 7 Enter the printer s IP address in the Printer Name or IP Address field The Port Name field will auto populate Click Next Add Standard TCP IP Printer Port Wizard Add Port For which device do you want to add 4 port Enter the Printer Hame or IF address and a port name for the desired device Printer Name or IP Address 192 1 68 0 1235 Fort Hame IP_192 166 0 125 Cancel 8 Click the Have Disk button on the Printer Driver Selection window Add Printer Driver Wizard Printer Driver Selection A The manufacturer and model determine which printer driver to use Cf el Select the manufacturer and model of the Windows amp P printer diver you want to install IF your printer driver is not listed you can click Have Disk to select a Windows amp P printer diver supplied by Your printer manufacturer
19. problem is to eliminate the network The use of a crossover cable or adapter allows the technician to isolate the device from the rest of the network while ensuring that the networking components of the device are performing correctly Detailed information on using a crossover cable to isolate the printer from the network is detailed in the Technicians Guide to Network Troubleshooting which can be found on the BPX knowledgebase in okiDoc 4029 If a device is able to perform an action while connected by a crossover cable but the same action fails when connected to the network then the device is working correctly and the problem exists elsewhere on the network 56 7 6 Checking the Adapter Resources Don t assume that the printer is the problem It is possible that the computer is unable to access the network due to an incorrect hardware installation Ensure that if this is a new network card being installed into the computer that the card s resources are properly set and or are not conflicting with any hardware in the computer If using Windows verify that Device Manager has no conflicts or errors If drivers are required it may be necessary to download the files from the manufacturer onto another computer and then copy them using a USB drive or a CD 7 7 Additional Troubleshooting If after following or verifying the above recommendations you are still unable to connect or see the network attempt one or more of the below recomme
20. set 10 sets 2 to 5 sheets set 20 sets Stacking paper size l Mixed sizes 500 sheets Note 3 Stacking of mixed sizes Mixed stapling 30 sets in the same order Finisher Large size 22 sheets 80 gsm or equivalent Small size 45 sheets 80 gsm or equivalent Stapling capacity Saddle Stitcher 7 sheets 80 gsm or equivalent Front single stapling A3 A4 LEF A4 B4 B5 LEF 279 mmx432 mm 11x17 LGL LTR LEF LTR Paper size for Rear single stapling A3 A4 LEF B4 B5 LEF stapling Center double stapling A3 A4 LEF A4 B4 B5 LEF When the saddle stitcher is 279 mmx432 mm 11x17 LGL LTR LEF LTR used Saddle stitch double stapling A3 A4 B4 279 mmx432 mm 11x17 LTR A4 LEF B5 LEF LGL LTR LEF Paper size for saddle A3 A4 B4 279mmx432mm 11x17 LTR Special paper cannot be stitching used Note 1 The stacking capacity above is a rough estimate using paper weight of 80 gsm Note 2 When more than 500 sheets are stacked the stacking registration is not guaranteed Note 3 When documents of mixed sizes are stacked the stackability is not guaranteed Hole Punch item Specification Additional I nformation 2 holes puncher unit 2H A3 A4 A4R B4 B5 B5R Paper size 2 or 3 holes puncher unit 2 3H 2 holes for LGL and LTRR 3 holes for 279 mm x 432 mm 11 x 17 and LTR 4 holes puncher unit 4HF 4HS A3 A4 Paper weight 65gsm 128gsm Not available for envelopes postcards and OHP films 4
21. set up in the Color Setup section of the configuration sheet can effect color output These settings can be established through the printer menu or through Command Workstation Color tab Expert Settings 20 Job Log Setup Auto Print Log No Job Log Page Size Tabloid A3 secure Job Log No MFP Setup MFP Option Installed MFP Status Functional Banyan Firmware Revision Print Page Count Color Page 17524 Monochrome Page 6069 TRAY 1 35939 MPTRAY 214 TRAY 2 641 TRAYS 752 TRAY 4 5556 Paper Size in Tray TRAY 1 Letter Long Edge MPTRAY Tabloid TRAY 2 Tabloid TRAY3 Custom TRAY 4 Tabloid Supplies Life Cyan Drum Remaining 96 Magenta Drum Remaining 96 Yellow Drum Remaining 96 Black Drum Remaining 30 Belt Remaining 46 Fuser Remaining 55 Cyan Toner Remaining 80 16 5K Magenta Toner Remaining 100 16 5K Yellow Toner Remaining 90 16 5K Black Toner Remaining 40 7 5K CX3641 MFP Configuration Sheet Job Log Setup The Job Log can assist in evaluating print job errors MFP Setup MFP setup will tell if the printer recognizes the scanner and scanner interface BY 3 PCB Print Page Count Page counts are important to assist in evaluating the printers condition at the time of service If the unit is producing thousands of prints in a short amount of time or has an excessive amount of prints more in depth troubleshooting may be needed Wear amp
22. the Solution Step 5 Document to Prevent Future Occurrences See the next page for an illustration of using these 5 steps in the troubleshooting process Pick a Card Any Card The following illustrates the mental process that occurs when troubleshooting This illustration utilizes a deck of cards Step 1 Gathering the information I have a deck of cards and one card is missing Step 2 Detailing the Symptom One card is missing from the deck I alone know what the card is Step 3 Troubleshooting Process Question Is the card a red suit or a black suit Answer red Question Is it a heart or a diamond Answer diamond Question Is it a face card or a number card Answer number card Question Is the number 5 or below the ace is the number 1 Answer no Question Is the number odd or even Answer Odd It is now clear that only two possibilities still exist the 7 or 9 of diamonds Question Is it the 9 of diamonds Answer no Solution It is the 7 of diamonds The key to the whole process 1s Your Knowledge of the Equipment You are Supporting In the case of the deck of cards you would not have been able to ask meaningful questions if you are not completely familiar with the deck of cards This implies mental preparation beforehand This is why it is essential that you have a thorough knowledge of the technical publications and always keep your ears open to the voice of experience It has and a
23. 09 09 58 58 12x6 Dot Screen Calibration info EFl Spectrometer ES 1000 PFerran 09 29 09 09 58 58 12x6 Line Screen Calibration info EFI Spectrometer ES 1000 PFerran 09 29 09 09 58 58 12x12 Dot Screen Calibration info EFI Spectrometer ES 1000 PFerran 09 29 09 09 58 58 Copier Screen Calibration info EFI Spectrometer ES 1000 PFerran Publish Direct Yes Publish Print Queue Yes Publish Hold Queue Yes Personality Auto Use PDF XObjects Off Copies 1 Duplex Off The calibration method and the last date of calibration along Output Bin Face Down with the supply life see page 10 of this document is valuable Finisher Not Installed information for troubleshooting print quality issues Job Offset On Resolution 1200x600dpi Media Check Enable Transpr Detect Auto Toner Save Mode Off Mono Print Speed Auto Peak Power Control Normal Power Save Enable Near Life LED Enable Moisture Control Off This information can be accessed and modified through Admin Setup on the printer control panel 18 PS Setup Allow Courier Subst Yes Print to PS Error No Scale to Fit Off Convert Paper Sizes No Default Paper Sizes US Print Cover Page No Print Master No PCL Setup Append CR to LF Off Append LF to CR Off Default Orientation Portrait Font Source Internal Form Length 60 Font Number 0 Font Pitch char in 10 00 Font Size pt 12 00 Symbol Set PC_8 Document Size Letter system Page Size
24. 4 3 Outlook Express My Pictures 1 Log on to your computer as an administrator es it Te paw Command Prompt BI y Music 2 Click Start click Printers and Faxes g My Computer a My Network Places B Control Panel Note Printers and Faxes may also be accessed from the Control Panel Search I Run All Programs gt Logoff O Shut Down 3 Delete the printer icon from the Printers and Faxes window This can be done by either right clicking the icon and selecting Delete or highlighting the icon and pressing the Delete key on your keyboard Printors and Taxes fie Cot ew Paewontes Toole Pep DB Pawa E roles Address Ciy Printers and Faxes Prinber Tirsks la Add a priar Open EEI See what s piik pvineinn N ja Select panting preferences a Pause pintir muss EV E Share this pite Sharing Tenens this printer Lin Printer Offline W Delte thes printes Crenba Shortcut B Sa pria proper les karane Other Places Properties GF Control Pane Sy imne and Cameras ia May Dicer s a Hir Piire F My Cerine 4 Reboot the computer 67 5 After the restart In the Printers and Faxes window Properties Printers and Faxes Edit View Favorites Tools Help P Search Folders Ez he Add Printer Set Up Faxing click File and select Server Faxes See Also 2 Troubleshoot printing Get help with printing Other Places G Control Panel Sy Scan
25. L modem according to their respective manuals The DSL modem can be external or internal to the computer if in doubt check the specifications of your computer YW VO WARNING Not all printers and faxes are compatible with DSL services Oki does not guarantee that all Oki fax products will be compatible with all DSL service lines or providers 8 1 What is a PBX Public Branch Exchange A PBX allows more then one user to be on a telephone network based on the idea that not everybody uses their local phone extension at the same time A PBX is typically installed in offices and homes The user will have more then one telephone number which benefits the user because the user will not have to pay for another separate line from the telephone companies Calls can be routed internally to the PBX A PBX baud rate speed is usually about 9 6Kpbs This is not as fast as ISDN as ISDN can be a guaranteed 64Kbps In a PBX environment you need to dial a prefix number to connect to the external public phone network this prefix number is programmed by the PBX Once realizing that a prefix number is dialed it 1s the first integer in the phone number the PBX knows that the caller wants to communicate to an external number outside the PBX A prefix number usually comprises of a 0 or 9 Note e PBX systems operate differently than a standard dedicated line The PBX system might not have a standard dial tone that the fax will recognize until an access cod
26. Player Manage E Control Panel mat aN 38 Windows Messenger gm Set Program Acc a Defaults Disconnect Network Drive Y Tour Windows XP Printers and Fax w Show on Desktop Rename Accessibility Wizard E Help and Support pur A Log Off g Turn Off Computer 3 Under System Tools click Device Manager Computer Management m File Action View Window Computer Management Local E System Tools E Event viewer Ee Shared Folders aa Local Users and Groups Performance Logs and Alert Device Manager a Ts Storage Removable Storage Disk Defragmenter Disk Management 5 e Services and Applications KAX XP PRO Y Computer i See Disk drives ne a Display adapters 2 DVD CD ROM drives Ba Human InterFace Devices Fy IDE ATAATAPI controllers 8 Imaging devices i a keyboards Mice and other pointing devices Fia Modems F Monitors H E Network adapters H Ports COM amp LPT Processors es SCSI and RAID controllers E Sound video and game controllers E q System devices H Universal Serial Bus controllers 48 4 In the right pane expand a category to find the hardware you need to update The name shown in Device Manager identifies your computer hardware To find the updated driver search the Web using the device name Once you find the latest version of the driver download and install i
27. Removable Storage Keyboards Disk Defragmenter Y Mice and other pointing devices Disk Management B Modems l FER Services and Applications a Monitors Eg Network adapters af Ports COM amp LPT me Processors SCSI and RAID controllers D Sound video and game controllers System devices Universal Serial Bus controllers E E peed eo eee eo eed A eal ese eee Ooo E 4 Inthe right pane expand a category to find the hardware you need to roll back Right click the device and then click Properties Computer Management ig mfx m File Action View Window Help _ x e HH fia Pm a m Computer Management Local XP PRO Gad ip System Tools p Computer o Event viewer Se Disk drives H Shared Folders a Display adapters H rs Local Users and Groups JA DVDICD ROM drives Performance Logs and Alert aq Human Interface Devices Z Device Manager E IDE ATASATAPI controllers Storage ra eee E E 35 Imaging devices Removable Storage So MCSOO Series Disk Defragmenter 8 OKIMC1 Update Driver ae Keyboards Disable 2 Mice and oth Uninstall x Modems a Monitors Scan For hardware changes spool Prener OOOO a Ports COM me Processors g SCSI and RAID controllers Sound video and game controllers System devices Universal Serial Bus controllers Disk Management 4 Fa Services and Applications t se H H 2 Ee Opens property sheet For the current selection 50 5 In th
28. YL Do you want to restart your computer now When your computer restarts Windows XP will be using the previous version of your driver If this does not solve your problem try reinstalling the hardware When a device fails to work it s best to troubleshoot the device driver first Then if the device driver is not the cause of your problem troubleshoot the hardware device 32 Chapter 7 Troubleshooting Network Issues 7 1 Troubleshooting Network Methodology If an Oki device 1s unable to connect to a network or see other computers on a network it may be necessary to troubleshoot the network A network may not work because of any of the below reasons Recent network OS server changes that have been made implemented Network card not connected properly Bad network card drivers or software settings Firewall preventing computers from seeing each other Connection related issues Bad network hardware Se E Because of the large variety of network configurations operating systems servers etc not all of the information presented here may apply to the network or operating system The information offered in this chapter is designed to give you a more thorough understanding of the troubleshooting technique and to allow you to assist the technician in isolating the network from the Oki device If the computer is connected to a company or large network the network administrator or outside IT support agent that is used by the cu
29. alog channels can be separated Change the micro filter if it is suspect Verify that all other analog products that are connected to the line are using DSL micro filters Other DSL Setup Configurations to Consider 1 If the DSL router is not in the same wall jack as the fax The Oki fax product can be connected to a wall jack with an inline filter installed between refer to the image below If the fax is connected without the filter there will be interference with the faxing capability ya a a ME 4 a S ig En a at os 1n eet ef nat ane 2 If the fax is connected to the same wall jack as the computer and the router has a built in DSL filter The fax and computer connections need to be split with a router refer to the image below To use this setup the router must have a built in DSL filter such as Cisco 675 router to ensure that the DSL signal is filtered from the fax connection 92 3 If the fax is connected to the same wall jack as the computer and the router does not have a built in DSL filter the fax and computer connections will need to be split with a router If the router does not have a built in DSL filter such as a Cisco 678 router an inline filter needs to be installed between the fax and the router to ensure that the DSL signal is filtered from the printer connection refer to the image below 4 If the fax 1s connected to the same wall jack as a computer without a built in filter the fax ca
30. ant he 7 Inthe Install From Disk window Click Browse Install From Disk make sure that the corect dive is selected below H Insert the manufacturer s mstallation disk and then Cancel Copy manufacturer s files from aan meneame Browse 8 In the Look In window navigate to the location of the driver files Locate File Look in WinXP2k My Recent Documents Desktop My Documents My Computer 2 My Network gt My Recent Documents Desktop 3 My Documents 9 My Computer J 3 Floppy 4 amp Local Disk C ox 12010044250 D O Drivers B GDI B ENU a i Network Drive k O Shared Documents O My Documents Okidata s Documents E My Network Places File name 0P732 Files of type 71 9 Select the driver file and click Open Locate File Look in WirXP2k P My Recent Documents My Documents My Computer a File name 0P732 My Network Files of type etup Informat nf 10 Click OK on the Install from Disk window install From Disk Insert the manufacturer s installation disk and then a make sure that the corect drive is selected below Cancel Copy manufacturer s files from D Drivers GOIEN US wins P2k w Browse 11 The driver name will now show in the Install Printer Software window If there is more than one choice select the appropriate model and click Next Add Printer Wizard Install Printe
31. ction contains training on the CX3641 MFP The purpose of this training is to provide you basic technical knowledge of the product In the future additional training areas will be located here for our other Workgroup MFP products 13 Chapter 3 Establishing the Troubleshooting Baseline 3 1 Establishing a Troubleshooting Baseline Various factors come into play when attempting to assist a dealer service technician in troubleshooting Okidata printing devices Some factors include e Technicians Product Training Has the technician been trained on the product e Technicians technical ability Technical ability varies from person to person e Technicians time servicing this product Do they see this product a great deal or do they see it rarely e Is the technician aware of all of the new troubleshooting documentation available e Does the technician have and use the relevant product service documentation All relevant documentation is now available on the BPX e Is the technician on site with the product Technical assistance really can not be provided if they are not on site with the product To be able to adequately assist a technician in troubleshooting a baseline must be established to ensure that the information being provided by the technician and the troubleshooting information being given by the call center agent are as accurate as possible so that the customer impact is kept to a minimum The best tool at your dis
32. dia Methodology 5 2 How to Convert Basis Weight of Paper to GSM 5 3 Troubleshooting Media Issues for Print Quality 5 4 Troubleshooting Media Issues Paper Feeding 5 5 Troubleshooting Media Issues Finishing 5 6 Media Specifications CX2633 MFP 5 7 Media Specifications CX3641 MFP 5 8 Media Specifications CX1145 MFP 5 9 Procedure for Requesting Media Samples Chapter 6 Troubleshooting Scanner Driver Issues 6 1 Troubleshooting Scanner Driver Methodology 6 2 Troubleshooting Suspected Driver Issues 6 3 How to Reinstall a Device Driver 6 4 How to Upgrade a Device Driver 6 5 How to Roll Back a Device Driver Chapter 7 Troubleshooting Network Issues 7 1 Troubleshooting Network Methodology 7 2 Verifying Connections LEDs 7 3 Testing Functionality Using the Ping Command 7 4 Checking TCP IP Settings 7 5 Isolating and Testing the Oki Device 7 6 Checking Adapter Resources 7 7 Additional Troubleshooting Chapter 8 Troubleshooting Print Driver Issues 8 1 Troubleshooting Print Driver Methodology 8 2 Troubleshooting suspected driver Issues 8 3 How to reinstall a device driver 8 4 How to upgrade a device driver 8 5 How to roll back a device driver Chapter 9 Troubleshooting Software Application Issues 9 1 Troubleshooting Software Application Methodology 9 2 Basic Application Troubleshooting 9 3 Other Troubleshooting Assistance Chapter 10 Troubleshooting Fax Issues 10 1 Troubleshooting Fax Methodology
33. dia fall within specification See Media Specifications 6 5 6 6 6 7 Yes Proceed to step 4 No Repair the Finisher Step 4 Request media samples follow procedure on 6 8 37 5 6 Media Specifications CX2633 MFP Print Engine Setting US Bond Light BE 17 to 22lb 64 to 82gsm Ultra Heavy 35 to 531b 129 to 200 gsm Note Media weight settings can be made in the printer menu or the printer driver Changing Media Settings 1 Press the SETUP button on the control panel 2 On the touch screen a Press Paper Setup b Press MP Tray 3 Press Media Type 4 Select Size 5 Press ENTER RADF Capacity up to 50 sheets 20 lb 75gsm paper Weight Range Single sheets 16 to 32 1b US Bond 60 to 128gsm Multiple Sheets 16 to 28 1b US Bond 60 to 105gsm Banners 16 to 24 lb US Bond 60 to 90gsm Note No staples clips ragged edges wrinkles punch holes sticky notes etc 38 5 7 Media Specifications CX3641 MFP Print Engine Media Input Trays 1 to 4 Weight Range Standard Sizes Capacity MP Tray Weight Range Standard Sizes Custom Sizes Capacity Duplex Paper Weight Paper 17 to 57 lb US Bond 64 to 216gsm Transparencies Tray 1 Only Transparencies 0 10 to 0 11 mm thick Paper plain or glossy Letter SEF Letter LEF Legal 14 Legal 13 5 Legal 13 Tabloid Executive A4 SEF A4 LEF A5 A6 B4 B5 SEF B5 LEF Transparencies Tray 1 only Lette
34. e usually 0 or 9 has been dialed e Ona PBX system the fax might attempt to dial too quickly Insert a pause into the dialing sequence just before and after the first number Figure 2 PBX Fax Setup Figure 2 on the next page shows the typical configuration to connect the Oki fax product to a PBX line 82 Connecting an Oki product to PBX Figure 2 PBX Fax Setup Public Telephone Network PRX Network LINE TEL The Oki product will have an RJ 11 Fax cable supplied with it connect this to the product outlet at the back of the machine as shown in the diagram above Connect the Oki Product into one of the PBX wall sockets according to the guidelines of the PBX manufacturer NOTE In the set up above each unit will have its own telephone line and hence its own telephone number See your PBX manual for instructions on setting up telephone lines including sharing telephone lines between multiple ports You may use any port on the PBX to connect your Oki product The port on the PBX can usually be programmed to get an external dial tone directly In most cases a fax number can be assigned to the specific PBX port you have connected the Oki product to For further information please consult your PBX documentation 83 What is ISDN Integrated Service Digital Network ISDN provides two B channels and one D Channel on a single telephone company twisted pair copper wire Each B channel carries 64 kbps allowing each channel t
35. e Properties dialog box click the Driver tab and then click Roll Back Driver MC300 Series Properties General Driver Details RO MC300 Series Oriver Provider Oriver Date Driver Yersiors Digital Signer rer Details Update Driver SS Roll Back Driver Uninstall 6 When prompted click Yes MC300 Series Oki Data Corp A 5 2009 1 0 0 1 Microsott Windows Hardware Compatibility Publ To view details about the driver files To update the diver for this device Ifthe device fails after updating the driver roll back to the previously installed driver To uninstall the driver Advanced Gre you sure you would like to roll back to the previous driver 7 Click Close MC300 Series Properties General Driver Details s MC300 Series Driver Provider Oki Data Corp Driver Date 1 46 2009 Driver Version 1 0 0 1 Digital Signer Microsoft Windows Hardware Compatibility Publ Driver Details To view details about the driver files Update Driver To update the driver for this device ST ae If the device fails after updating the driver roll back to the previously installed driver Uninstall To uninstall the driver Advanced Close 51 8 If you see a message asking if you want to restart your computer click Yes Otherwise manually restart your computer system Settings Change To finish removing your hardware you must restart your computer
36. e print engine Image Drum s Transfer Belt Fuser When a single component of the Imaging Unit is causing a print quality defect replace the Imaging Unit If the defect is suspected in the Transfer Belt replace the Transfer Belt and if the defect is suspected in the fuser replace the fuser When analyzing a print quality defect first determine 1f Mono Printer the defect occurring is repeating or random Color Printer occurs in all colors or only one color and if it is repeating or random Continuous defects in the process direction such as voids and lines are the most difficult to diagnose Inspect the visible surfaces of all rollers for obvious defects If no defects are observed replace the Imaging Unit s Transfer Unit and Fuser one at a time until the defect is eliminated 25 4 2 Troubleshooting Print Quality Issues Print Quality Defects Associated with Specific Printer Components Some print quality problems can be associated with specific assemblies the most common problems and the associated assemblies are listed below Also refer to the printer s service manual for Troubleshooting Print Quality or a specific print quality troubleshooting procedure for more information Imaging Unit Streaks in Process Direction in the direction of feed parallel with paper travel Banding in Scan Direction across the page perpendicular to paper travel Uneven Density Voids Repeating Defects Mis r
37. ect and install the hardware as if it were new To reinstall a device driver 1 Log on to your computer as an administrator 2 Click Start right click My Computer and then click Manage SS p Administrator 4 Internet Internet Explorer E mail Outlook Express pe 33 Files and Settings Transfer Wizard Windows Media Player 3 Windows Messenger gt Tour Windows XP Accessibility Wizard Fax Console All Programs gt 0 2 My Recent Documents gt My Pictures My Music a My Network PL Explore Search gt cont Control Panel et ee Aoc Defaults Map Network Drive Disconnect Network Drive Si Printers and Faxi w pee on Desktop Rename Qn Help and Suppori maan pa Search a Run A Log Off g Turn Off Computer 45 3 Under System Tools click Device Manager Computer Management E a Eg m File Action View Window Help m Computer Management Local P PRO ie System Tools F Computer E E Event viewer See Disk drives Shared Folders a Display adapters Fs Local Users and Groups i DVOICD ROM drives ig Human Interface Devices IDE ATAJATAPI controllers 8 Imaging devices se Keyboards Ty Mice and other pointing devices Re Modems 2 Monitors Eg Network adapters jg Ports COM amp LPT Processors gi SCSI and RAID controllers D Sound video and game contro
38. ee a message asking if you want to restart your computer click Yes Otherwise manually restart your computer system Settings Change 2 To finish removing your hardware you must restart your computer T Do you want to restart your computer now After your computer restarts Windows XP will automatically detect and reinstall the driver If the problem continues try reinstalling the hardware 6 4 How to Upgrade a Device Driver Many hardware problems can be resolved by installing updated device drivers Also device driver updates often resolve security problems and improve performance First you need to find the latest version of your device driver e Ifthe hardware came with your computer visit the computer manufacturer s Web site for an updated driver e If you added the hardware after purchasing your computer visit the hardware manufacturer s Web site For best results identify the specific model number of the hardware you want to update 47 To identify your hardware 1 Log on to your computer as an administrator 2 Click Start right click My Computer and then click Manage Administrator EN Internet E My Documents Internet Explorer My Recent Documents F S E mail e Outlook Express E My Pictures no Fax Console ta My Music a a i J Files and Settings Transfer oF Cee Open 3 Wizard al My Network pI Explore r Search E Windows Media
39. ef Is the issue still evident Yes See step 5 No Instruct that the media is not within printer specification Step 5 Request media samples follow procedure on 6 8 35 5 4 Troubleshooting Media Issues for Paper Feeding Step 1 Change the media to plain paper Is the issue still evident Yes The printer requires repair Isolate using the Service manual amp Troubleshooting Guide No Proceed to step 2 Step 2 Investigate the Media Questions you should ask What is the Media Type Glossy Card Stock Letter head Magnetic Signage etc found on packaging label What is the Media Weight Weight in Pounds 1b and Grams per Square Meter gsm found on packaging label What Printer Tray is being used Multi Purpose Tray Cassette What are the Printer Media Settings Type Weight 6 5 6 6 6 7 Note Print Driver will override printer settings What is the Specific Issue Jams In what area of the printer Registration mis feeds etc Step 3 Does the media fall within specification See Media Specifications 6 5 6 6 6 7 Yes Proceed to step 4 No Instruct that the media is not within printer specification Step 4 Test the Media from a different tray Is the issue still evident Yes Install media from a fresh unopened package and test Isolate using the Service manual amp Troubleshooting Guide No Replace the feed rollers in the tray with the issue If Copy Related Print Configurati
40. egistration Transfer Unit Toner on the back side of the printed page simplex mode Light Prints Repeating Defects Mis registration only when there is obvious damage to the belt Fuser Hot or Cold Offsetting Repeating Defects Dark Streaks in Process Direction LED Head Streaks in the Process Direction Uneven Density in the Scan Direction Test Prints A variety of test prints are available to aid in determining the quality of output from the printer and to assist in troubleshooting See the service manual for the particular device on how to generate and analyze test prints 26 4 3 Print Quality Troubleshooting Practices Initial Actions to perform prior to using any of these troubleshooting procedures e Ask specific questions of the dealer technician to determine the actual problem e Have the dealer technician generate Configuration Pages to ascertain if all updates are installed the consumable life and to use for reference after changes are performed e Generate test prints Test Page and Demo Page e Follow Standard Preventative Maintenance procedures and clean the printer e Verify the media used is supported by the printer e Verify the media settings are correct at the Control Panel e Print the internal test and demo pages to determine 1f it is an application issue e Run the color calibration routine If applicable Final Actions to perform after using any of these troubleshooting procedures
41. en the CU Control Board and the Engine Control Board Areas of the Printer that Apply m Imaging Unit m LED Head m Engine Control Board Mottled or Splotchy Prints The print image has a mottled appearance Note This defect is known to occur when manually duplexing at low humidity and when printing on heavy weight media Initial Actions m Perform Initial Actions from Print Quality Troubleshooting Practices page 26 Areas of the Printer that Apply m Imaging Unit m LED Head m HVPS m Engine Control Board 28 Unexpected Colors The colors produced by the printer are dramatically different from the color expected Initial Actions m Perform Initial Actions from Print Quality Troubleshooting Practices page 26 Areas of the Printer that Apply m Imaging Unit m HVPS m Engine Control Board Repeating Bands Lines Marks or Spots This is usually caused by a damaged roller In some instances the spots may be dark instead of white and are repeated Initial Actions m Print multiple pages and then measure the defect and compare it to the Repeating Defects table Service Manual to identify the problem component Areas of the Printer that Apply m Imaging Unit m Fuser m Transfer Unit Random Bands Lines Marks or Missing Spots There are areas of the image extremely light or are missing entirely and do not appear to be a repeating defect or in a single color Caution Leaving an Imaging Unit exposed to light for peri
42. er and glossier the paper the more noticeable it will be Areas of the Printer that Apply m Imaging Unit m Fuser m Transfer Roller Background There is a very light covering of toner across the entire page Background contamination can appear in one of the primary colors or gray The printer displays no error code Note Depending on the type of paper and environmental conditions some light amount of random background spotting is normal The whiter and glossier the paper the more noticeable it will be Initial Actions m Perform Initial Actions from Print Quality Troubleshooting Practices page 26 m Ask the customer about their typical printing habits A high daily duty cycle can temporarily fatigue the OPC drums within the Imaging Unit and contribute to unwanted background toner Areas of the Printer that Apply m Imaging Unit m Fuser m Transfer Unit m HVPS m Engine Control Board Incomplete Fusing or Cold Offset The Fuser temperature is set too low for the media loaded in the tray causing improper fusing resulting in the toner rubbing off easily Initial Actions m Perform Initial Actions from Print Quality Troubleshooting Practices m Verify the correct media type is set at the printer s Control Panel Areas of the Printer that Apply m Fuser m Media Thickness Sensor Image Not Centered or Positioned Correctly The image is not centered on the page correctly Initial Actions m Perform Initial Actions from Print Q
43. ervice Contact the ISDN provider for more information and to request an R interface adapter Figure 3 ISDN Fax Setup Figure 3 on the next page shows the typical configuration to connect the Oki Product to an ISDN line Equipment installed on an ISDN network must be assigned a correct tag meaning what type of device is it For example Is the device a telephone modem or a fax The A D converter must program each analog port a tag 84 Connecting an Oki product to ISDN Figure 3 ISDN Fax Setup Public Telephone Network LINE TEL AD Converter The Oki product will have an RJ 11 Fax cable supplied with it connect this to the product outlet at the back of the machine as shown in the diagram above 2 Connect the NTBA Network Termination for Basic Access Connect the A D converter Analog to Digital converter and if applicable other ISDN equipment to the NTBA Connect the Oki product into one of the A D converter s ports analog outlets 4 according to the guidelines of the A D converter manufacturer WARNING It is usually advisable to program the port on Multicombi mode Equal mode or equivalent Please follow the instructions in the manufacturer s manual for the A D converter to program the ports NOTE The NTBA and A D converter may be in 1 box In most cases these names are labeled on the equipment The port on the A D converter can usually be programmed to get an external dial tone directly You ma
44. et correctly issues like auto media detection and media jamming may occur 22 Print Statistics statistics Log Disable Log Size 30 Calibration Adjust Density Mode On Auto BG Adjust Mode 0 Calibration Mode Standard System Adjust Power Save Time 15 minutes Clearable Warning ONLINE Auto Continue Off Manual Timeout 60 seconds Low Toner Continue Jam Recovery On Print Position Adjust A Adjust 0 millimeter Y Adjust 0 millimeter Duplex X Adjust 0 millimeter Duplex Adjust 0 millimeter Cyan Darkness 0 Magenta Darkness 0 Yellow Darkness 0 Black Darkness 0 Cyan Reg Adjust 0 Magenta Reg Adjust 0 Yellow Reg Adjust 0 Paper Bk Setting 0 Paper Clr Setting 0 Trans Bk Setting 0 Trans Clr Setting 0 MR Setting 0 BG Setting 0 Drum Cleaning Off Hex Dump Off CX3641 MFP Configuration Sheet Print Statistics Verifies if the MFP Print Statistics Log is enabled or disabled Changes to Enable Disable must be done in service mode Calibration Sets Automatic Adjustment for Density and Background Calibration Mode selects Paper Source for Calibration System Adjust Various adjustments can be made in the System Adjust menu such as print position C M Y K darkness levels color registration etc All values should be at 0 to meet factory specification 23 CX3641 MFP Configuration Sheet BIOS Setup BIOS Setup BIOS Version 1 31 11 16 07 ID 0O0084000B6300 DIABLO Ver
45. etup Enable AutolP config Yes DNS Setup Enable DNS Yes Auto DNS IP Yes Use DNS on Ethernet DNS Server IP 1 172 31 1 52 DHGP 172 31 1 55 DNS Server IP 2 172 31 1 55 DHCP 172 31 1 55 Domain name in okidata com DHCP 172 31 1 55 Inaccurate Network Settings can effect Network Fax and LDAP performance Security Setup IP Filtering No IP Port Setup No IPSec Setup No Enable Pv6 Yes Ethernet Ethernet Setup IP Address es fe80 0000 0000 0000 0280 87 th feeb dadd 64 Service Setup Enable LPD Yes Default LPD Queue Print Queue Windows Printing Yes Server Name CX3641MG 0B6300 server Comments Workgroup or Domain Use Auto Config Yes Node type H node DHGP 172 31 1 55 WINS IP Address 172 9171459 DHCP 172 31 1 55 Enable Web Services Yes Enable IPP No Enable Port 9100 Yes Port 9100 Queue Direct E mail Services No Enable FTP Printing No Use FTP Passive mode No Enable SNMP Yes SNMP Security Level Medium Enable LDAP Yes ServerName PAddress Port Number 389 Secure Communication None Authentication No Maximum Entries 10000 Timeout 60 Enable SNTP No Enable Proxy Setup No Enable Bonjour Yes Bonjour Service Name OK DATA CORP CX3641 MFP Pref Printing Protocol LPD CX3641 MFP Configuration Sheet Printer Setup Printer Setup m P Verification of Last Calibration Information 6x6 Dot Screen Calibration info EFI Spectrometer ES 1000 PFerran 09 29
46. f paper or caliper represented in thousandths of an inch is measured with a micrometer The greater the caliper or thickness of each individual sheet the greater the basis weight Step 2 Know that the European method metric of expressing paper weight measures one sheet of paper based on two dimensional height and a designated width of one meter While the method describes a hypothetical meter its main strength is a more accurate comparison between heavily varying types of paper The basis method does not factor in different dimensions and therefore the weight of thick letter paper may be the same as extremely thin paper that has significantly greater dimensions Step 3 Note what type of paper you are converting 1 Ib of Text paper is equivalent to 1 48gsm Cover paper is equivalent to 2 708gsm Index paper is equivalent to 1 81gsm Vellum is equivalent to 2 91gsm Tag paper is equivalent to 1 63gsm Bond paper is equivalent to 3 69gsm Bristol is equivalent to 2 19gsm To convert multiply the basis weight in pounds times the equivalent gsm for the specific type of paper 34 5 3 Troubleshooting Media Issues for Print Quality Step 1 Change the media to plain paper Is the issue still evident Yes The printer requires repair See troubleshooting Print Quality Issues Chapter 5 No Proceed to step 2 Step 2 Investigate the Media Questions you should ask What is the Media Type Glossy Card Stock Letter head
47. iagrams might differ from your actual product These diagrams are to be used only as guidelines in that Oki fax MFP products are_not supported on these types of lines and should be used for reference purposes only 79 10 3 Understanding Digital Networks What is DSL Digital Subscriber Line DSL Digital Subscriber Line is a special service that allows digital data to be delivered to a computer using a normal telephone line DSL also referred to as XDSL ADSL HDSL or RADSL uses a much higher bandwidth for transmitting information than the Oki fax product is capable of understanding To use a fax machine or any regular phone services with a DSL line a filter must be used to reserve some of the bandwidth for standard analog use This allows for the use of the telephone or fax and computer on the same line and at the same time When setting up DSL with a service provider request filters for the wall jacks where regular faxing and telephone service will also be used DSL uses digital technology to bring high bandwidth information over ordinary copper telephone wires Digital data is transmitted to the computer directly as digital data instead of analog and this allows the telephone company to use a much wider bandwidth for transmitting the data to its destination Unlike regular dialup phone service DSL provides a continuously available always on connection DSL simultaneously accommodates analog voice information on the same
48. iles is incompatible with the hardware or is not correctly configured If you suspect an application issue there are a number of steps you can take to determine a fix or workaround Since there are many different software applications as well as different versions of the same applications we will cover general troubleshooting only For additional help with any piece of software is it recommended that you contact the software vendor or developer Some print settings can be found in multiple locations For example a print job paper size can be set either on the printer tray configuration in the print driver or in the application It is important to know which of these setting will have priority over the others when troubleshooting tray selection paper size and print options As a general rule e Application settings override print driver and printer hardware settings e Print driver settings override printer hardware settings 74 9 2 Troubleshooting Suspected Application Issues In order to determine 1f an application is causing a printing problem it is best to test the print job from multiple workstations and environments e Ifan error occurs when printing from one application o Convert the file to a PDF instead of printing from the application in which it was created This can often be used as a workaround to address software compatibility o Use a laptop and crossover cable or USB cable to eliminate the network and test w
49. ing Windows System Restore Microsoft has included a utility in Windows called System Restore which monitors changes to the system and creates restore points to roll the system back to a previous state The following resources are backed up e Registry e Files in the Windows File Protection Dilcache folder e Local user profile e COM and WMI Databases e IIS Metabase e Specific file types monitored Although System Restore does not monitor all changes to the file system it can be useful especially if a new application has been installed and you want to ensure that the program is completely removed when you uninstall Many applications will leave behind entries in the Windows registry After uninstalling the application you can restore the registry to its pre installation state 76 How to Uninstall an Application Many problems can be resolved by uninstalling and reinstalling the application Microsoft recommends that you use the Add Remove Programs feature of the Windows Control Panel to remove any installed applications This ensures that the files and registry keys that were installed are removed properly Some applications will still leave behind registry keys and files These keys and files are usually used for user specific settings which may be retained when reinstalling the application You can only remove a program with the Add or Remove Programs tool 1f the program is written for Windows If you do not see the program tha
50. inter menu press ENTER Menus Trayx Config Media Type Media Weight To select media weight from the printer menu press ENTER Menus Trayx Config Media Weight Important Printer driver settings override printer menu settings Setting Tray s US Bond tin an rene soren sore Cami at wh eh Thom roae ee ee ee Print Engine Media Output Face Down Stacker The face down stacker on the top of the printer can hold up to 500 sheets of 80gsm standard paper and can handle paper stocks from 64 216gsm Pages printed in reading order page 1 first will be sorted in reading order last page on top facing down Face Up Stacker The face up stacker can hold up to 200 sheets of 80gsm standard paper and can handle stocks up to 300gsm Always use this stacker and the multi purpose feeder for paper stocks heavier than 216gsm 40 Finisher Saddle Stitch item _ ___ _Specification Additional Information A3 A4 LEF A4 A5 B4 B5 LEF B5 A6 Large size A3 B4 27 9mmx432mm 11x17 LGL Executive LTR LEF LTR 279 mm x 432 mm 11x17 LGL Finisher 65 gsm to 90 gsm Paper weight Saddle stitcher 65 gsm to 80 gsm 65 gsm to 128 gsm Thick paper One sheet is possible only for a cover Non sort staple Large size 500 sheets Small size 1000 sheets Note 2 Stacking capacity Staple sort Large size 30 sets or 500 sheets Note 1 Small size 30 sets or 1000 sheets Booklet 6 to 7 sheets
51. ith the same version of the application if possible o Print from another workstation using the same version of the application o Print the document from an earlier version of the application At times vendors will release updates that will cause problems that were not present in the previous version If the errant behavior occurs when printing from the same application in multiple environments but does not when converted to a PDF there may be a compatibility issue with the application Check with the software vendor for updates or use an earlier version of the software if the problem began after an update If the problem only occurs from an application on one workstation it may be necessary to uninstall and reinstall the software Check with the software vendor to determine the best method to reinstall the application 75 9 3 Other Troubleshooting Assistance The following information is intended to educate you on other tools available for troubleshooting application issues It is not intended nor is it your responsibility to troubleshoot to this level with the technician These tools offer you additional suggestions that may be offered while troubleshooting It must be stressed that this information is only intended to allow the technician to explore other troubleshooting avenues and you must instruct the technician prior to offering this information that Okidata assumes no responsibility or liability in regard these suggestions Us
52. iver is installed correctly The below examples describe a MC360MFP network installation using the driver on the CD To install a device driver Administrator 1 Log on to your computer as an administrator Qt E mail Outlook Ex press jes Command Prompt 2 Click Start click Printers and Faxes Note Printers and Faxes may also be accessed from the Control Panel All Programs gt 3 Under Printers and Faxes click Add a printer gt Printers and Faxes File Edit view Favorites Tools Help lt a J Pi J0 Search i Folders fi CJ My Documents 2 My Recent Documents gt D My Pictures D 2 E My Music _ g My Computer a My Network Places B Control Panel Printers and zh Search I Run A Log Off o Shut Down aaa Printers and Faxes Printer Tasks E Add a printer gt Set up faxi See Also 2 Troubleshoot printing Get help with printing Other Places G Control Panel 3 Scanners and Cameras O My Documents F My Pictures ig My Computer Details 60 4 Click Next on the welcome screen Select Local Printer and uncheck Automatically detect and install my Plug and Play printer Click Next Add Printer Wizard Local or Network Printer The wizard needs to know which type of printer to set up Q Select the option that describes the printer you want to uze Automatically detect and install my Plug and Play printer OA network printer
53. l Printer Software window If there is more than one choice select the appropriate model and click Next Add Printer Wizard Install Printer Software The manufacturer and model determine which printer software to use Wak Select the manufacturer and model of your printer IF your printer came with an installation disk click Have Disk IF your printer is not listed consult your printer documentation for compatible printer software Printers OKI MCSBO This driver is digitally signed Windows Update Tell me why diver signing i important Cancel 14 Confirm the printer name Click Next Add Printer Wizard Name Your Printer You must assign a name to this printer Type a name for this printer Because some programs do not support printer and server name combinations of more than 31 characters it is best to keep the name as short as possible Printer name OKI MC360 64 15 If the printer is being installed on a print server enter the Share name Otherwise click Next on the Share Printer window Add Printer Wizard Printer Sharing You can share this printer with other network users If you want to share this printer you must provide a share name ou can use the suggested name or type a new one The share name will be visible to other network users Do not share this printer O Share name He 16 Click Yes to print a test page and click Next Add Printer Wizard Prin
54. lies to the localhost ping perform the following steps to ensure the computer and printer is configured using the correct TCP IP settings 7 4 Checking the TCP IP Settings 1 Goto a command prompt on a local workstation Start Run cmd Type ipconfig Make note of IP address subnet mask and default gateway 2 In smaller networks using Class C addresses 1 e 192 168 0 101 compare the subnet mask and the default gateway If they do not match correct the settings on the printer 3 In networks where a larger number of addresses are required multiple gateway addresses are possible Check with the network system administrator to ensure the address 1s correct 4 After confirming correcting the IP address subnet and gateway attempt to ping the printer address from a workstation with a known good connection to the network 5 Ifthere is no reply or the host is unreachable attempt to ping the default gateway address If no reply or unreachable the failure is on the gateway router 6 Ifreplies are received from the gateway address the printer may be using a restricted or invalid IP address or the network card in the printer has failed Protocol Verify that the correct protocols are installed on the computer Most networks today will utilize TCP IP but may also utilize or require IPX SPX and NetBEUI When the TCP IP protocol is installed unless a DHCP server or other computer assigns the address the user must specify an IP addres
55. line e Some Oki Fax models are capable of blocking faxes sent from certain phone numbers Verify that the telephone number of the sending fax has not been blocked from the faxing software e Turn the Error Correction Mode ECM off or turn it back on depending on its current state Follow the instructions included in the Changing the Error Correction Mode ECM Setting of the users manual to learn how to modify the ECM configuration If faxes still cannot be sent or received skip to the next section Faxes cannot be sent or received or the issue cannot be determined H Faxes cannot be sent or received or the issue cannot be determined Follow these steps if none of the previous sections has helped to resolve your issue e Reinitialize the fax machine e contact Oki Technical Support for assistance I Troubleshooting and Help For information on how to set up and configure your Oki Fax product please consult the Oki User Guide for that product If necessary Contact Oki Technical Support for assistance 9 Troubleshooting and Help If you seem to be experiencing intermittent fax send and receive problems Oki recommends that you reduce the baud rate speed Lowering the speed of fax communication may solve this issue See page 10 for further explanation on baud rate speed DSL In order for analog equipment to use analog channels on a DSL line a DSL micro filter is needed to be installed so that digital and an
56. llers 4 System devices Universal Serial Bus controllers Device Manager Storage Removable Storage a Performance Logs and Alert Disk Defragmenter Disk Management Th Services and Applications FE FE E E E A A E 4 In the right pane expand a category to find the hardware you need to reinstall Right click the device and then click Uninstall E Computer Management m Fie Action view Window Help m Computer Management iLocal MP PRO E n System Tools P Computer gay Event viewer Sue Disk drives Ea Shared Folders H a Display adapters Fs Local Users and Groups 4 DYDICD ROM drives E3 Performance Logs and Alert Ba Human Interface Devices z Device Manager 4 IDE ATASATAPI controllers ET Storage Imaging devices H Removable Storage T EEE Disk Defragmenter 35 OKIMC Update Driver se Keyboards Disable Mice and otf I he Modems E Monitors Scan For hardware changes Eg Network ad af Ports COM ko Processors g SCSI and RAID controllers Sound video and game controllers H System devices Universal Serial Bus controllers Disk Management as Services and Applications Properties E Ae ee ef fee E AR Ef Uninstalls the driver For the selected device 46 5 In the Confirm Device Removal dialog box click OK Confirm Device Removal RO MC300 Series Waring ou are about to uninstall this device fram your system i Cancel 6 Ifyou s
57. lug the phone cable from the test phone and plug it into the fax line port on the Oki Fax and test the sending and receiving functions of the Oki fax product If the fax works properly stop here If the fax continues to have issues go to Part 2 If no dial tone is present then stop here and contact your telephone service provider for assistance 88 Part 2 If a dial tone is present follow the steps below e Diala local phone number and verify that the call can be completed If the outgoing call cannot be completed stop here and contact the telephone service provider for assistance If the outgoing call is completed correctly continue troubleshooting e Have someone dial your number from another phone line to verify that the phone rings and the incoming call can be answered allow three rings before answering If the line rings briefly and then stops another device may be answering the line This device could be a credit card machine or a computer modem connected to the phone line and set to answer incoming calls Try to identify which device is answering the call disconnect it from the line and test again e If the incoming call cannot be received stop here and contact the telephone service provider for assistance D Verifying the fax configuration and settings Step 3 Follow the steps listed below to set up the fax with a basic configuration in order to test the Oki Fax functionalities e Remove any additional
58. lways will be the greatest teacher 1 2 The Troubleshooting Process Common Troubleshooting Myths You need to be an expert on the machine or system you re troubleshooting Often mere possession of the system documentation or service manual gives you enough expertise On the other hand systems experts who don t use a troubleshooting process fail spectacularly Troubleshooting is machine dependent The truth is that systems and machines may vary but the Troubleshooting Process 1s common to all Great troubleshooters are born not taught In reality troubleshooting is a set of procedures priorities mental tools and attitudes that anyone can master Either you can troubleshoot or you can t Just like any ability there s a spectrum A person can always get better Imagine how this myth would sound substituting play poker for the word troubleshoot All you need are diagnostic machines and software This myth results in millions of dollars worth of unnecessary repair work and unfixed systems With many dealers if the diagnosis says bad computer they replace the computer regardless of the fact that the computer is being fed garbage from a bad sensor Be careful not to fall into this trap Practical Application of the 5 Steps Step 1 Preparation Every one requires preparation In troubleshooting one must prepare their tools work area documentation and most important their attitude In troubleshooting as in an
59. may also block incoming faxes Contact the telephone company to disable these features as they can interrupt fax communication If automatic fax reception is your desired option verify that the Automatic Answering feature is enabled see configuration sheet and also ensure that the Rings to Answer value is set to a number of rings equal or larger than one see configuration sheet If an answering machine is connected to the same line fax reception problems may occur These may be corrected by changing fax settings or phone line connections For more information on using a TAM Telephone Answering Machine see the Oki product users manual If your line is not analog refer to How to setup the Oki Fax product on an ISDN PBX and DSL line to learn how to resolve a problem when the Oki Fax is set up over one of this kind of lines If faxes still cannot be received skip to the section Faxes cannot be sent or received or the issue cannot be determined F Faxes can be received but not sent Follow the steps below to resolve this issue Verify the fax configuration and settings Print Configuration page s Verify that the number is dialed correctly All the digits required to make a phone call from the same line must be dialed This includes digits that must be dialed to access an outside line or long distance services If the Speed Dial has been used for dialing or the fax has been sent from your computer print the page to
60. municating with a product expert They expect to talk to someone who will be able to resolve their issue quickly and effectively If you don t show confidence in your product competency the customer may question your credibility or competency on the product It is not necessary to be all knowing but it is necessary to know the product you are supporting and to know all of your resources that are available to you With that knowledge comes the competency and the power to resolve any issue you are likely to face You will be perceived as the all knowing expert they are expecting Other than your positive attitude the key to the whole process and your success is your knowledge of the product This is why it is essential that you have a thorough knowledge of the technical information available for the products You will be able to solve any reproducible problem for which you have knowledge and documentation 2 2 Definitions Technical Service Manual Maintenance Manual A document containing instructions for installation operation use maintenance support and training for the effective deployment and maintenance of a product process or system Technical Service Guide Service Guide A document containing specific instructions for maintenance support and repair that includes system adjustments disassembly reassembly and preventative maintenance procedures to maintain a product or device at manufacturer s s
61. n also be connected to the same telephone wall jack as a computer via a splitter refer to the image below 93 PBX PBX systems operate differently than a standard dedicated line The PBX system might not have a standard dial tone that the fax will recognize until an access code usually 9 has been dialed Because there is no standard busy signal in PBX phone systems if the Oki product does not connect to another fax or detect a busy signal it will cancel the fax On a PBX system the fax might attempt to dial too quickly Insert a pause into the dialing sequence just before and after the first number Contact the phone system administrator for additional assistance ISDN ISDN is a telephone company technology that provides digital service typically in increments of 64 Kb s channels The phone company installs services within their phone switches to support this digitally switched connection service Connecting to an analog telephone port also called an R interface port on an ISDN terminal adapter may enable the Oki fax product to function on an ISDN service Contact the ISDN provider for more information and to request an R interface adapter 94
62. ndations If you have installed or are using TCP IP as your protocol you can attempt to ping another computer s IP address to verify if the computer is able to send and receive data To do this Windows users must be at a command prompt and MAC users must use the Network Utility Once at the prompt assuming that the address of the computer you wish to attempt to ping is 192 168 1 101 you would type ping 192 168 1 101 If you receive a response back from this address and it is a different computer this demonstrates that the computer is communicating over the network If you are still unable to connect or see the network it 1s possible that other issues may be present Another method of determining network issues is to use the tracert command To use this command you must be at the Windows command prompt or MAC Network Utility Once at the prompt assuming that the address 1s again 192 168 1 101 type tracert 192 168 1 101 or traceroute 192 168 1 101 This should begin listing the hops between the computer and network devices When the connection fails determine which device is causing the issue by reviewing the traceroute listing 57 58 Chapter 8 Troubleshooting Print Driver Issues 8 1 Troubleshooting Print Driver Methodology Example used Windows XP Windows and MAC based computers use software called a print driver to communicate with the Oki printer Every hardware device you connect to your computer has its own
63. ners and Cameras My Documents A My Pictures 3 My Computer Details 6 Switch to the Drivers tab and highlight the print driver Click Remove Print Server Properties we ORIDATA 24b s1F45 Installed printer drivers Environment Yersin OF MC360 Intel Windows 2000 or sF _neneve Apply 7 Reboot the computer again to ensure all files are removed 68 8 5 How to Upgrade a Print Driver If you need to install an updated driver you do not need to uninstall the current driver The currently installed print driver can be upgraded and replaced with the new driver To upgrade a print driver Administrator 1 Log on to your workstation as an administrator O i R es E mail E 2 Click Start click Printers and Faxes RA Sik epres Command Prompt Note Printers and Faxes may also be accessed from the Control Panel LJ My Documen ts O My Recent Documents gt D My Pictures 2 My Music rdf My Computer 6 My Network Places B Control Panel Log Off Shut Down 69 3 Right click the printer icon and select Properties Printers and Faxes File Edit View Favorites Tools Help O Back K s Search Folders Address Jy Printers and Faxes Printer Tasks E Add a printer T Cnet 5 See what s printing a Select printing preferences Printing Preferences ay Pause printing Pause Printing 2 Share this printer Sharing mj Rename this printe
64. ntrol Panel m Print an internal test page to see if ghosting appears there as well m Try printing with fresh media from a recently opened ream Areas of the Printer that Apply m Imaging Unit m Fuser m Transfer Unit m LVPS m Temp Humidity Sensor m Engine Control Board Mis Registration Color Layers Not Correctly Registered The image appears blurred and the primary colors are not aligning correctly into one image For a page oriented Long Edge Feed the following applies m If the colors are shifted from left to right this is mis registration in the process direction m If the colors are shifted from top to bottom this is mis registration in the scan direction Initial Actions m Perform Initial Actions from Print Quality Troubleshooting Practices m If the mis registration is in the horizontal direction perform the color registration adjustment m If the mis registration is in the vertical direction clean the Sensor Areas of the Printer that Apply m Imaging Unit m LED Heads m Color Registration Sensors m Transfer Unit m HVPS m Image Processor Board m Engine Control Board 31 Toner on Back of Print There is toner on the back of the printed sheet of paper Initial Actions m Perform Initial Actions from Print Quality Troubleshooting Practices Areas of the Printer that Apply m Imaging Unit m Transfer Unit Process Direction Bands Voids or Streaks There are areas of the image that are extremely light or
65. o carry a telephone call either as voice fax or internet The D channel carries 16 Kbps and manages both B channels Simultaneously two channels can be used on one line A B channel must be free for any data to be used An NTBA Network Termination for Basic Access is installed at the end users house or office and connects to the main switch board The NTBA usually acts like a PBX system as you may need to dial a prefix number to gain access to the external dial tone also you can call internally Typically the ISDN provider will allow the ISDN users a certain range of numbers they can use For example the ISDN provider will assign a user the phone number range between 100 110 allowing 10 phone numbers and then it is up to the user on how they want to assign these numbers to the telephone equipment An A D converter analog digital converter allows analog devices to be installed on an ISDN network The A D converter routes the calls to the assigned analog ports converts ISDN signals to analog and allows analog equipment to communicate over ISDN Note e ISDN is a telephone company technology that provides digital service typically in increments of 64 Kb s channels The phone company installs services within their phone switches to support this digitally switched connection service e Connecting to an analog telephone port also called an R interface port on an ISDN terminal adapter may enable the Oki fax product to function on an ISDN s
66. ods in excess of 10 minutes can quickly degrade its performance and result in early failure Initial Actions m Perform Initial Actions from Print Quality Troubleshooting Practices page 26 m Using a flashlight carefully examine the area around the Imaging Units and the openings between the Imaging Units and LED Heads Small obstructions such as hair or fibers can create streaks m When troubleshooting print a test print on at least letter size paper for diagnosing this problem The problem may be a repeating defect that is not noticeable on smaller media m Random missing spots can also be associated with Cold Offset which lifts toner off the page in certain areas Usually this will occur in high coverage areas where the fuser temperature is not high enough to fuse the toner on the media This causes toner to be re deposited further down the page Areas of the Printer that Apply m Imaging Unit m Fuser m Transfer Unit m Engine Control Board Random Spots There are spots of toner randomly scattered across the page Toner melting off the Fuser thermistors can also place random spots onto prints 29 Initial Actions m Verify the Imaging Unit Fuser and Transfer Unit are not at or near end of life Waste toner especially from the Transfer Unit can cause random spots to appear on the page Note Depending on the type of paper and environmental conditions some light amount of random background spotting is normal The whit
67. on PS Test Demo pages If problem is evident on both copy and print install media from a fresh unopened package and test Change the media direction lef to sef Is the issue still evident Yes Isolate using the Service manual amp Troubleshooting Guide No Instruct that the media is not within printer specification If Print Related Determine what application is used and what print driver used Output using a different print driver If the issue is still evident install media from a fresh unopened package and test Change the media direction lef to sef Is the issue still evident Yes Investigate application issue No Instruct that the media 1s not within printer specification Step 5 Request media samples follow procedure on 6 8 36 5 5 Troubleshooting Media Issues for Finishing Step 1 Change the media to plain paper Is the issue still evident Yes The printer finisher requires repair Isolate using the Service manuals amp Troubleshooting Guide No Proceed to step 2 Step 2 Investigate the Media Questions you should ask What is the Media Type Glossy Card Stock Letter head Magnetic Signage etc found on packaging label What is the Media Weight Weight in Pounds lb and Grams per Square Meter gsm found on packaging label What are the Printer Finisher Media Settings Type Weight 6 5 6 6 6 7 What is the Specific Issue Jams Stapling Folding etc Step 3 Does the me
68. pecifications User Guide User Manual A technical communication document intended to give assistance to people using a particular product or device It is usually written by a technical writer although user guides could be written by programmers product or project mangers or other technical staff particularly in smaller companies OkiDoc Technical Service Bulletin A bulletin issued internally as well as to a dealer or end user by Oki Data detailing a fix for a known concern The bulletin is informational and is not a recall notice The dealer is not obligated to make the repair or notify customers OkiDocs are intended to assist dealers in increasing their product knowledge and facilitate resolving specific issues Parts Manual A document that provides specific diagrams of the internal components of a device or accessory with associated part numbers that will allow the technician to order replacement items 10 2 3 Using all Your Available Resources 1 To be effective in troubleshooting issues we do not require you memorize every service manual service guide OkiDoc or parts book available for each product you support However it is essential that you know where your resources are for each product you support and have the ability to retrieve the required information quickly and efficiently 2 Reading over all supporting technical documentation for the products you support is also essential to be Up to Speed on the newes
69. posal is the printer configuration sheets The configuration sheets will allow you to verify the information you are being given by the dealer tech and will allow you to establish that baseline The following will detail the Configuration sheets of the CX3641 MFP and briefly describe the areas that you can gain the most insight as to the issue being addressed Once you have evaluated the configuration sheet information you can direct the technician in establishing the baseline so that the printer will be operating at manufacture specification Without establishing a baseline the troubleshooting procedure 1s more difficult and a resolution to the issue may never be found This technique can and should be utilized for all Oki products you support Job 1 Your Main Goal is to get the product to Manufacture Specification 14 3 2 Utilizing the Printer Configuration Sheets The following example details the configuration sheets for the CX3641 MFP Please refer to the configuration sheets of the particular Oki device you are troubleshooting for details on that product CX3641 MFP Configuration Sheet Server Info Server Info Password Enabled No Memory MB 1024 Software EFI Fiery System 8e Release 2 Current Printer Free Disk Space MB 27793 Firmware Version USB 0638 0a44 Avision Inc USB Oeef 0001 D WAYV Scientific Co Ltd eGalax TouchScreen 0638 0a43 Avision Inc USB 0638 0d6f Avision Inc on ug
70. r Software The manufacturer and model determine which printer software to use pi Select the manufacturer and model of your printer If your printer came with an installation ba disk click Have Disk If your printer is not listed consult your printer documentation for compatible printer software Printers 40K MC360 is driver is digitally signed indows Update ave Disk This driver is digitally signed Windows Upd Have Disk Tell me why driver signing is important Cee T2 12 Click Finish on the Add Printer Driver Wizard 13 Click OK in the Printer Properties OKI MC360 Properties Color Management Security Device Options General Sharing Ports Advanced Always available ai gt aaa Pricrity Driver OK MC360 se New Driver Spool print documents so program finishes printing faster Start printing after last page is spooled Start printing immediately Print directly to the printer Hold mismatched documents Print spooled documents first Keep printed documents Enable advanced printing features Printing Defaults Separator Page Cancel Apply Chapter 9 Troubleshooting Application Issues 9 1 Troubleshooting Application Methodology When troubleshooting printing problems it may be necessary to determine if a software application is the cause This can occur when an application is installed incorrectly contains damaged or corrupted f
71. r Use Printer Offline X Delete this printer Create Shortcut a Set printer properties Delete Rename Other Places B e G Control Panel Sy Scanners and Cameras My Documents A My Pictures i My Computer Details 4 Switch to the Advanced tab Click New Driver amp OKI MC360 Properties Color Management Security Device Options General Sharing Ports Advanced Always available Do 12 00 AM To 12004M 1 e Priority Driver OKI MC360 v EN Spool print documents so program finishes printing faster Start printing after last page is spooled Start printing immediately Print directly to the printer C Hold mismatched documents Print spooled documents first C Keep printed documents Enable advanced printing features Printing Defaults Separator Page 5 Click Next on the Add Printer Driver Wizard welcome screen 6 Click Have Disk Add Printer Driver Wizard Printer Driver Selection The manufacturer and model determine which printer diver to use Select the manufacturer and model of the Windows 4P printer driver you want to install IF L your printer driver i not listed vou can click Have Disk to select a Windows 4P printer driver supplied by your printer manufacturer Manufacturer Agta Alps Apollo Apple APS PS Printers sf This driver is digitally signed Tell me why diver signing is import
72. r or A4 only Minimum 3 9 x 5 8 100 x 148 mm Maximum 12 9 18 329 x 457 mm Note Must be defined in driver before printing Paper Tray 1 530 sheets 20 lb 75 gsm paper Trays 2 4 530 sheets 20 lb 75 gsm paper Transparencies Tray 1 only 200 sheets Paper 17 to 87 lb US Bond 35 to 181 lb Index 64 to 330gsm metric Labels 0 1 to 0 2 mm thick including carrier sheet recommended Avery 5161 7162 7664 7666 Transparencies 0 10 to 0 11 mm thick recommended 3M CG3720 OKI 52205701 Paper Letter SEF Letter LEF Legal 14 Legal 13 5 Legal 13 Tabloid Executive A4 SEF A4 LEF A5 A6 B4 B5 SEF B5 LEF Envelopes COM 10 DL C4 and C5 Labels Letter or A4 only Transparencies Letter or A4 only Simplex Duplex Min 2 5 x 4 1 75 x 90 mm 3 9 x 5 8 100 x 148 mm Max 12 9 x 18 328 x 457 mm 12 9 x 18 328 x 457 mm Banners 8 25 to 12 9 210 to 328 mm wide by 17 to 47 25 long 432mm to 1 2m Must be fed 1 sheet at a time Paper 230 sheets 20 Ib 75 g m2 paper Labels 100 sheets of labels recommended Avery 5161 7162 7664 7666 Envelopes 25 envelopes Transparencies 100 Transparencies recommended 3M CG3720 OKI 52205701 Banners hand fed one at a time e All size papers 17 to 32 Ib US Bond 64 to 120gsm e Letter Tabloid A4 and A3 size paper only up to 50 Ib US Bond 188gsm 39 Media Type To select media type from the pr
73. r the device to improve its performance to improve security or to correct a problem Most of the time you can connect and use hardware accessories without a problem Occasionally however you might encounter a problem when installing a new piece of hardware or you might develop a problem after using the device that previously worked correctly If you have a hardware problem the problem could be caused either by the hardware or by the device driver Fortunately device drivers can be easily upgraded to a newer version rolled back to an older version or reinstalled Therefore troubleshooting hardware problems often starts by troubleshooting device drivers 44 6 2 Troubleshooting Suspected Driver Issues To identify a device driver problem answer the following questions e Did you recently upgrade the device driver or other software related to your hardware If so roll back the device driver to the previous version e Are you experiencing occasional problems or is your hardware not compatible with your version of Windows If so upgrade the device driver e Did your hardware suddenly stop working If so upgrade the device driver If that does not solve your problem reinstall the device driver If the problem continues try troubleshooting your hardware problem 6 3 How to Reinstall a Device Driver One of the first steps in resolving hardware problems is to reinstall the device driver When you do this Windows XP will det
74. rters Let our superior service complete your customer experience _ pa Our Commitment Products D Support Updates OKI Data Americas Surpasses Industry Unit Shipment See Our Latest Awards and Achievements Printers amp MFPs Support Industry Solutions Color Printers Download Drivers Retail Mono Printers Top FAQs Healthcare Impact Dot Matrix Printers Support Resources Education Multifunction Products Document Templates Government Oki CRM OKI World Class Customer Service I identity Account x 1 Account Registered Product First Name Last Name Serial Number Contact Phone Extension Product ID E Mail Address Optional IBase ID Fax Base Description Company Street Company ID City Street Region Postal Code Building Room Floor Country City Region Postal Code Country Search Account Chew Creste Result List Oki University OKI University Workgroup MFP Training Select A Training Course Area This section contains training on the MCS60MFPICK2033MFP The purpose of this PRINTING SOLUTIONS training is to provide you basic technical knowledge of the product This section contains training on the MCSo0OMFPICX26335MFP The purpose of this training is to provide you basic technical knowledge of the product This section contains training on the CX1145 MFP The purpose of this training is to provide you basic technical knowledge of the product This se
75. s as well as a Subnet Mask To do this with Windows XP follow the below instructions 55 Click Start Settings Control Panel Double click the Network Connections icon Double click Local Area Connection and Properties Within the General tab double click Internet Protocol TCP IP In the General tab select the option to specify an IP address Enter the IP address and Subnet Mask address an example of such an address could be Sa ee a ee IP Address 192 168 1 100 Subnet Mask 255 255 255 0 7 When specifying these values the computers on the network must all have the same Subnet Mask and have a different IP Address For example when using the above values on one computer you would want to use an IP address of 192 168 1 101 on another computer and then specify the same Subnet Mask Firewall If your computer network utilizes a firewall ensure that all ports required are open If possible close exit the firewall software program or disconnect the computer from the firewall to ensure it is not causing the problem For assistance with disabling or configuring the firewall contact the IT administrator or manufacturer Additional Time In some cases it may take a device some additional time to detect or see the network If after booting the device you are unable to see the network give the device 2 3 minutes to detect the network 7 5 Isolating and Testing the Oki Device The best and easiest way to troubleshoot a network
76. s or oddities that have been noticed e What other components or software might be involved e Did these symptoms or oddities appear around the same time e Were any other machines components or software added or changed around the same time First occurrence questions e When did it start happening e What else happened around that time e Where there any installations or configuration changes done around that time Distinction questions Distinction questions are double edged questions involving is and is not typically in the realms of who which what where when and to what extent By developing a matrix of what is and what is not you can gain more focus on your hypotheses hopefully arriving at a quicker solution It is critical that whatever hypothesis you arrive at no matter how iron clad it seems be tested To do otherwise invites second calls recalls callbacks etc and the problem getting out of control Don t Skip Steps The Process of Elimination or Divide and Conquer process can be thought of as continually forcing the problem into ever smaller boxes until it s trapped Some of the worst troubleshooting debacles involve the problem escaping the box In other words you may have thought you had proved it was in one area when it was really in another When this happens tests become inconclusive and days can be wasted ordering and installing incorrect parts You may also risk losing credibili
77. shooting Media Issues 5 1 Troubleshooting Media Methodology One of the most difficult aspects of troubleshooting involves the type of media that is being used in the printer There are 3 areas where the Media used will affect the printers output Those areas are e Print Quality e Paper Feeding e Finishing In troubleshooting media issues you should know that there are two methods to indicate the weight of paper Basis Weight measured in Pounds English Metric measured in grams per meter square European While the Basis method is more commonly known it has its drawbacks There are various types of paper such as US Bond Index Vellum Cover etc Unfortunately in the English method the pound weight of US Bond and the pound weight of Index can be very different Although each type may indicate the same weight the media behaves quite differently when fed through a printer See How to Convert Basis Weight of Paper to GSM on page 11 Therefore for a more accurate comparison between different types of paper the European Metric method should always be utilized when troubleshooting media issues 33 5 2 How to Convert Basis Weight of Paper to GSM Step 1 Know that the basis weight of paper is specified as the fixed weight measured in pounds of 500 sheets in a particular paper s basic sheet size However as there are different types of paper there are different basic sheet sizes for each type The thickness of a sheet o
78. sion base SM 3_1 RO Engineering Build diablo 2 6 15 11_SEP_2006 fdisk EXT2 RO 2GB SWAP IDE_HDA SM_24 MAR_2006 kernel 2 6 15 Engineering Build platform X6 CONSOLE 05_MAY_2006 Use Installed Options to verify that the available Fiery Options are Installed CM Version 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 24 Chapter 4 Troubleshooting Print Quality Issues 4 1 Troubleshooting Print Quality Methodology Print quality defects can be attributed to printer components consumables media internal software external software applications and environmental conditions To successfully troubleshoot print quality problems eliminate as many variables as possible The first step is to generate prints using printable pages embedded in the printer on paper from the Supported Media List Use paper from a fresh unopened ream that 1s acclimated to room temperature and humidity If the print quality defect is still present when printing on approved media then investigate software applications see 4 6 and environmental conditions Mono printers use an Imaging Unit to develop a latent image on the Transfer Unit to form the final image Color printers use 4 separate Imaging Units to develop a latent image for each color where the colors are combined on the Transfer Unit to form the final image In most cases print quality defects are the result of one particular component in th
79. stomer should be involved Instruct the technician that your responsibility ends with the Oki device they are calling about Your assistance can only apply to the device not the network Your main responsibility is to ascertain whether the Oki device is functioning properly The methods of troubleshooting in this chapter may be utilized in a different order than presented depending on the situation and or the support that 1s requested 53 7 2 Verifying Connections LEDs Verify that the network cable is properly connected to the back of the computer In addition when checking the Ethernet RJ45 10Mb s 100Mb s and 1Gb s connection of the network cable ensure that the LEDs on the port are properly illuminated For example a network card with a solid green LED or light usually indicates that the card is either connected or receiving a signal Note fActivity generally when the activity light is flashing this is an Light indication of data being sent or received If however the card does not have any lights or has orange or red lights it is possible that either the card is bad the card is not connected properly or that the card is not receiving a signal from the network If you are on a small or local network and have the capability of checking a router hub or switch verify that the cables are properly connected and that the router has power Use the following steps to check the cable connection from your network
80. t Then restart your computer If the updated device driver does not solve your problem try reinstalling the hardware 6 5 How to Roll Back a Device Driver If you started experiencing hardware problems after updating a device driver return to your previous driver version To roll back a device driver 1 Log on to your computer as an administrator 2 Click Start right click My Computer and then click Manage j Administrator ia Internet Internet Explorer ay E mail Outlook Express i Fax Console D Files and Settings Transfer Wizard a My Network PL Explore i Search Windows Media Player F Ne l ri ri ia T 33 Windows Messenger set Program Acce Map Network Drive Defaults Disconnect Network Drive Pa yi Tour Windows XP Printers and Faxe w Show on Desktop Rename wj Accessibility Wizard Help and Supp m Properties Fasa i m To Search All Programs gt JF Run B2 100 087 0 rum off compute 49 3 Under System Tools click Device Manager m Computer Management Sel m Fie Action View Window Help d m Ey m Computer Management Local P PRO ih System Tools 4 Computer Event Viewer Sgt Disk drives H Shared Folders a Display adapters H Ps Local Users and Groups 2 DVONCD ROM drives H Performance Logs and Alert fg Human Interface Devices a vice Manager IDE ATASATAPI controllers E Stora 35 Imaging devices E3
81. t Test Page fe To confirm that the printer is installed properly you can print a test page 4 Do you want to print a test page i Yes O No 65 17 Review your settings and click Finish Add Printer Wizard Completing the Add Printer Wizard fou have successtully completed the Add Printer Wizard You specified the following printer settings Hame OKI MC360 Share name lt Not Shared gt Poort IP_192 168 0 125 Model OKI MC360 Default es Test page es To close this wizard click Finish EEN 18 The installation will complete and a test page will be sent to the printer Confirm that the test page was printed and click OK OKI MC 360 test page is now being sent to the printer Depending on the speed of your printer it may take a minute or two betore the page IS printed The test page briefly demonstrates the printer s ability to print graphics and text and it provides technical information about the printer driver IF the test page printed click OF IF the test page did not print click Troubleshoot Troubleshoot 66 8 4 How to Uninstall a Print Driver Many hardware problems can be resolved by uninstalling and reinstalling the print driver Note If you are uninstalling a USB printer first make sure to disconnect the USB cable from the device or computer Administrator To uninstall the print driver ere My Documents a aaa E yey Recent Documents gt a
82. t model LABEL PRODUCTS select model POS PRODUCTS select model Y Y Y v Y Y 11 Oki Support Forum OKI PRINTING SOLUTIONS Service Forums ae g Welcome back w OKI Printing Solutions Service Forums You last visited Today at 07 19 AM Private Messages Unread 0 Total 2 User CP Members List Calendar New Posts Search Quick Links Log Out Last Post Threads Posts Forum Customer Support Center OKI Internal Personnel This is a discussion area restricted to OKI Printing Solution personnel only General Discussion Dealer General OKI Printing Solutions discussion area Workgroup Color MFP Products Dealer This Category Contains Service Documentation Links and Workgroup MFP Product Discussion Forums Desktop Color MFP Products Dealer This forum is for discussion on OKI Printing Solutions Desktop Color MFP Products Monochrome MFP Products Dealer This category is for discussion OKI Printing Solutions Monocrhome MFP Products Mark Forums Read View Forum Leaders Oki General Website www myokidata com OKI HOME PRODUCTS 7 DRIVERS SUPPORT INDUSTRY SOLUTIONS 7 WHERE TO BUY ABOUT US 7 PRINTING SOLUTIONS USA Local support specialists available 24 7 Experienced support at your service 24 7 365 days a year You can rely on our knowledgeable time tested Service professionals assisting you directly from our North American headqua
83. t s not practical to tie up a dealer technician for the time it takes to test an intermittent issue When this happens it s acceptable to ask the customer to assume the testing role This is acceptable as long as they are informed of it consent to it and understand if the problem reoccurs the dealer technician will resume the troubleshooting responsibility Step 5 Document to Prevent Future Occurrences Perform as many of these actions as appropriate Give the dealer customer or user care instructions At times the dealer technician or the customer inadvertently did something to cause the problem By tactfully giving them instructions on how to avoid repeat problems they will perceive a better level of service and you ll free up time that would have gone to repeat repair Tell your co workers Document the symptom and solution By sharing your findings with your co workers through email OkiDocs the Support Forum etc you can save hours on the troubleshooting of similar problems Not documenting and sharing the results does a disservice to your team mates and future customers In closing it 1s important to remember this Maintain a Positive Attitude e Be Proactive e Begin with the End in Mind e Seek First to Understand Then to be Understood Chapter 2 Supporting Oki Products 2 1 Product Competency When a dealer technician or end user contacts our call center for product assistance they expect that they will be com
84. t technical bulletins changes in product specifications introduction of new service materials new product introductions etc This will allow you to know the best resource to use when assisting the dealer technician or end user The following is a list of some but not all of the resources you have available Lotus Notes OKI Knowledge ae Exchange Pe on CSERV_ORG on CSERV ORG Oki BPX OKI BPX HOME SALES amp MARKETING SERVICE amp SUPPORT PROGRAMS amp PROMOS CONTACT US CREER Business Partner Exchange BPX BPX Home gt gt Service and Support gt gt You re logged in as Service amp Support OTHER PRODUCTS COLOR LED PRODUCTS Drivers amp Support Information Drivers Utilities Softwares Software Solutions Warranty Information Claims Submissions Status Warranty Extensions Support Information Knowledge Base OKIdocs User Manuals Service Manuals Other manuals Material Safety Data Sheets MSDS Spare Parts Information Spare Parts List RSPL Parts Ordering Refurbishment Part Ordering Where to Buy Where Is Part Used Training amp Certification Information OKI University Hands On Training Expand your service revenue with PageStart i MANGT TD mon OKI PRINTING SOLUTIONS select model MONO LED PRODUCTS select model IMPACT PRODUCTS select model FAX PRODUCTS select model MFP PRODUCTS selec
85. t you want to remove in the currently installed programs box view the program documentation for instructions about how to remove it After uninstalling an application it is recommended that you remove any temp files before attempting to reinstall as well as clean up any program folders or registry keys associated with the application This allows you to perform a true clean install of the program without concern that something was left behind during the uninstall process T1 Chapter 10 Troubleshooting Fax Issues 10 1 Troubleshooting Fax Methodology Oki Fax and MFP products are designed to work with traditional analog phone services They are not designed to work with digital phone services such as DSL PBX VoIP or ISDN While Oki fax MFP products are not supported on these types of lines they may work with the proper setup and additional equipment Full Fax Support is offered for Oki products that are on Dedicated Analog Telephone lines only It is important that the servicing dealer understand the customer environment prior to installing an Oki Fax MFP product to ensure that the Oki product will operate in that customers environment Line setup options should be discussed by the servicing dealer with the telephone service provider NOTE If there 1s voice mail call waiting or billing tone installed on the telephone system be aware of these features as they can interrupt fax communication Information presented in Tro
86. tear becomes a factor Paper Size in Tray The printers tray configuration settings can effect print quality and media feeding through the printer If the printer tray configuration Is not set correctly issues like auto media detection and media jamming may occur See Tray Configuration on next page Supplies Life The supply life of the printers consumables along with calibration method and the last date of calibration see page of this document are valuable information tools for troubleshooting print quality issues 21 CX3641 MFP Configuration Sheet Tray Configuration Tray Configuration Paper Feed Trayi Auto Tray Switch On Tray Sequence Down Unit of Measure inch Trayi Config Paper Size Cassette Size MediaType Plain MediaWeight Auto A3Nobi Paper Tabloid Extra Legali4 Paper Legall4 MP Trav Config Paper Size Tabloid MediaType Plain MediaWeight Auto Tray Usage When Mismatching Tray2 Contig Paper Size Cassette Size MediaType Plain MediaWeight Auto A3Nobi Paper Tabloid Extra Legall4 Paper Legal14 Tray3 Config Paper Size Cassette Size MediaType Plain MediaWeight Auto A3Nobi Paper Tabloid Extra Legali4 Paper Legali4 Tray4 Contig Paper Size Cassette Size MediaType Plain MediaWeight Auto ASNobi Paper Tabloid Extra Legali4 Paper Legali4 The printers tray configuration settings can effect print quality and media feeding through the printer If the printer tray configuration is not s
87. ty with the technician and you will start to doubt yourself as well Take every precaution to avoid this don t skip steps Step 4 Testing the Solution Testing is the best predictor of technician and customer satisfaction If the symptom you obtained in step 2 and reproduced in step 3 is now gone and no new problems have occurred it is likely the technician will have confidence in your abilities and the customer will be happy Most customer horror stories occur when testing was inadequate or non existent When you test ask these four quality questions e Did the symptom go away e Did I fix the right cause e Did I create any other problems Some of the testing may be done while the system is partially disassembled but it s important to do a final test after it is fully reassembled to ensure the solution you presented has resolved the issue Special testing for intermittent issues Since an intermittent issue occurs randomly and can t be forced to occur by a specific procedure you can not be certain the symptom went away That s why it s essential during Step 3 Symptom Reproduction that you record how often it happens and what situations tend to increase its probability If it occurred once per hour before and you were unable to reproduce it after 2 days in testing there s a high likelihood it s fixed A testing period of a couple hours just wouldn t be sufficient Letting the customer test the intermittent issue Sometimes i
88. uality Troubleshooting Practices Areas of the Printer that Apply m Imaging Unit m Transfer Unit 30 Ghosting or Hot Offset There are faint ghostly images appearing on the page The images may be either from a previous page or from the current page This type of artifact can be related to the percent coverage called out in the file being printed If the colors are offset by less than 10 mm this represents mis registration not ghosting Ghosting This can be the Imaging Unit green roller where a residual image 1s left on the green film which is then deposited further down the page This is most noticeable on images that have a dark background with light text The text 1s ghosted down the page at 94 mm intervals This is caused by a defective Imaging Unit Ghosting every 49 mm is caused by the developer roller and is a limitation of the design therefore technicians should not replace Imaging Units for this type of ghosting Hot Offset This can be characterized by a repeating image every 87 3 mm or 124 mm The Fuser temperature is set too high for the given media and the toner adheres to the Fuser rollers causing the image to be deposited further down the page or on the following pages Offsetting occurs on media if the fuser s temperature setting does not match the media type loaded in the tray Initial Actions m Perform Initial Actions from Print Quality Troubleshooting Practices m Verify the correct media type is set at the Co
89. ubleshooting Fax Issues Section 5 7 are to be used only as guidelines in that Oki Fax MFP products are not supported on these types of lines and should be used for reference purposes only 78 10 2 Analog Verses Digital Oki Fax and MFP products are designed to work with traditional analog phone services They are not designed to work with digital phone services such as DSL PBX VoIP or ISDN While Oki fax MFP products are not supported on these types of lines they may work with the proper setup and additional equipment Full Fax Support is offered for Oki products that are on Dedicated Analog Telephone lines only See page 3 for more information on configuring the Oki fax MFP product for DSL PBX VoIP and ISDN lines This information is provided as a courtesy to help set up and troubleshoot issues related to connecting an Oki fax MFP product to a digital phone line Tmportant Note It is important to understand the customer environment prior to installing an _ Oki Fax MFP product to ensure that the Oki product will operate in that customers environment Line setup options should be discussed with the telephone service provider For further information or support contact the service provider or system administrator NOTE If there is voice mail call waiting or billing tone installed on the telephone system disable these features as they can interrupt fax communication The Oki Fax MFP product shown in the d
90. urate solution It will minimize the risk of fixing the wrong problem and help clarify the facts if there s a suspicion that you may be receiving or giving the wrong information Below are examples of the information that you are trying to obtain Is the issue related to e Print Quality Copy Quality Print amp Copy Quality Printing from a PC Network Scanning Faxing Media Jamming If the issue is with printing and is print quality related obtain information on Customers operating system Firmware version of the product Application Software being used Print driver s being used PCL PS Command Workstation Here is an important question to ask Inquire if they can consistently reproduce the symptom If the answer is YES the problem is said to be reproducible If the answer is NO the problem is said to be intermittent If Reproducible Understand the procedure or operation they are using to reproduce the symptom You can t fix what you can t see If you can t reproduce the problem you can t examine the scope of the issue and to determine the best solution Reproducing the problem prevents the risk of giving the technician a recommended fix that makes the problem worse or ineffective If Intermittent How often does it seem to happen What seems to make it more frequent What seems to make it less frequent What seems to make it temporarily go away Other possibly related symptoms Obtain other symptom
91. y other endeavor you must have the right attitude to succeed You can solve it It s not magic there s always an explanation At this point don t try to fix it just try to narrow it down Don t panic Don t get mad Be patient and don t skip steps Practice teamwork When you get in a bind just ask yourself How can I narrow it down one more time The best way to maintain the attitude is to remember this it is a mathematical certainty that you will solve any reproducible problem in a system for which you have knowledge or system documentation Step 2 Gathering Information For the Dealer Technician to obtain the full benefit of the Technical Support Hotline and your problem solving skills it is important that you follow industry standard practices when working with the Dealer Technician Questions you MUST ask at initial phone contact The Technicians Name Who are you speaking with The Dealers Name Who do they work for The Serial Number of the Product they are calling about Does the Technician have the product configuration sheet available The printer MFP s current print count The Last Calibration Date Any parts replaced If part replacement has already been attempted Step 3 Describing the Symptom The Symptom Description you obtain must be complete and accurate The more detailed the description the less work you ll need to do A complete and accurate symptom description will ensure the quickest and most acc
92. y use any A D converter port to connect to the Oki product Some A D converters can assign a different fax number to the ports available If the A D converter has this functionality its users manual should cover details of how this can be done 85 What is VoIP Voice over Internet Protocol Voice over IP VoIP services provide normal telephone service usually long distance through a broadband Internet connection rather than the standard telephone network These services use packets to break up the voice signal on a phone line and transmit it digitally to the receiver where the packets are reassembled With VoIP analog faxing is a challenge There are a number of problems that range from packet loss to interworking issues to signal corruption due to voice compression VoIP companies do not manage the Internet and have no way to guarantee that fax calls will work Because Oki fax products are designed to work with ordinary analog phone service Oki does not support and cannot guarantee that the Oki fax product will work with a VoIP service The general public should be made aware of the fact that not only do fax calls not work reliably over IP networks but neither do point of sale terminals security alarm systems modems or any other device that emits an analog signal It is not because VoIP is bad but simply because legacy analog technologies were not designed for the Internet Faxing with VoIP services These services are often not

Practical Troubleshooting Guide for the Call Center Agent

Contents

Download Pdf Manuals

Related Search

Related Contents