EFI Splash RPX-ii User manual

Splash RPX-ii Color Server
Troubleshooting Guide

© 2007 Electronics for Imaging, Inc. The information in this publication is covered
under Legal Notices for this product.
45060095
28 February 2007

CONTENTS 3
C
ONTENTS
I
NTRODUCTION
5
The troubleshooting process 5
Terminology and conventions 6
T
ROUBLESHOOTING
7
Splash RPX-ii Macintosh computer 7
Network Connect 9
Checking the dongle 9
Connecting to the network 9
Connecting to the Fiery 10
Direct Connect 11
Checking connections 11
Checking the dongle 11
Checking the IP address on the copier 11
Printing 14
Printing to the copier 14
Printing to the Fiery 16
Reinstalling Fiery system software 17
I
NDEX 19
C
ONTENTS

INTRODUCTION 5
I
NTRODUCTION
This document identifies common problems that may occur with the Splash RPX-ii Color
Server and suggests ways of correcting them.
The troubleshooting process
The Splash RPX-ii Color Server is connected to the DocuColor 240/250, DocuColor
242/252, and DocuColor 260 and a Fiery Network Controller by using Direct Connect
or Network Connect. This document discusses problems that may occur with any of the
following:
•Splash RPX-ii Color Server
•Interface between the Splash RPX-ii Color Server and the Fiery Network Controller
•Interface between the Splash RPX-ii Color Server and the network
Issues that relate exclusively to the Fiery Network Controller and the interface between
the Fiery Network Controller and the DocuColor 240/250, DocuColor 242/252, and
DocuColor 260 are beyond the scope of this document. For information about operating,
servicing, and troubleshooting the Fiery Network Controller, see the documentation that
accompanies it.
N OTE : Detailed information about the Apple Macintosh computer is beyond the scope of
this document. If you require more information specifically about operating, servicing, and
troubleshooting the Macintosh computer, see the documentation that accompanies your
Macintosh.

INTRODUCTION 6
Terminology and conventions
This document uses the following terminology and conventions.
Term or convention Refers to
Copier DocuColor 240/250, DocuColor 242/252, and DocuColor 260
Fiery Fiery Network Controller
Mac OS Mac OS X
Splash RPX-ii Splash RPX-ii Color Server
Titles in italics Other documents in this set
Windows Microsoft Windows 2000, Windows XP, Windows Server 2003

TROUBLESHOOTING 7
T
ROUBLESHOOTING
This chapter provides troubleshooting guidelines and explains some common problems you
may encounter.
Follow the procedures in Getting Started for connecting the Splash RPX-ii, installing Splash
RPX-ii server software, and configuring network settings. Perform these tasks in the order
in which they appear in Getting Started .
If you follow these procedures in the correct order and still encounter problems, see the
following sections.
Splash RPX-ii Macintosh computer
The following table lists some of the problems you may encounter with the computer on
which the Splash RPX-ii server software is installed.
If this happens Try this
The Splash RPX-ii is installed
and connected, but does not
start when the power button
is pressed.
•Properly connect the Splash RPX-ii power cables to live, grounded AC outlets.
• Consult other Macintosh documentation or contact your Apple service/support center.
The Splash RPX-ii starts with
the start-up tone, but no
image appears on
the monitor.
• Connect the monitor power cable to a live, grounded AC outlet.
• Connect both ends of the monitor cable.
•Turn on the monitor.
•Adjust the brightness and contrast settings.
• The monitor may be faulty. If a different Mac OS-compatible monitor is available, substitute it.
The Splash RPX-ii starts, but
the keyboard and/or mouse
do not work.
•Connect the keyboard and secure all cable connections. If a different Mac OS-compatible keyboard
and cable are available, substitute them if securing the connections does not resolve the problem.
• Connect the mouse to the keyboard. If a different Mac OS-compatible mouse is available,
substitute it for the mouse.
The optical drive is not
responding.
•If a disk is in the drive, wait one minute to make sure that the drive is not busy reading the disk.
•Press the Eject button on the keyboard.
•If the problem persists, navigate to Applications > Utilities > Disk Utility, select the disk icon,
and then click the Eject button near the top of the Disk Utility window.
• Check the cable connections to the drive.

TROUBLESHOOTING 8
System performs slowly
and/or hangs periodically.
•Recheck all cables and connections.
•Reinstall the Splash RPX-ii server software (see Getting Started ).
•Verify the type, speed, capacity, and installation of the memory DIMMs. For minimum
system requirements, see Getting Started .
The Splash RPX-ii starts, but
the Splash RPX-ii server software
reports that there is a problem.
• The Splash RPX-ii server software requires that several system extension files be present.
If one or more is missing, reinstall the Splash RPX-ii server software from the Splash RPX-ii
server software DVD.
If this happens Try this

TROUBLESHOOTING 9
Network Connect
This section describes some of the issues you may encounter when using Network Connect,
which allows the Splash RPX-ii to access the copier over the network.
With Network Connect, you can use the features and workflow of the Splash RPX-ii and the
Fiery at the same time.
N OTE : Communication between the Splash RPX-ii and the Fiery is optimized for a Gigabit
Ethernet connection. In the Network Connect configuration, you can achieve maximum
performance by putting both the Splash RPX-ii and the Fiery on the same Gigabit switch.
This helps minimize slowdowns due to other traffic on the network.
Checking the dongle
If a message on the Splash RPX-ii indicates that no dongle is attached, do the following:
• Check that a dongle is plugged into the Splash RPX-ii and that the light is on.
•Remove the dongle and plug it in again.
•Quit the Splash RPX-ii and restart it. If the dongle is recognized the second time, go to
the Accounts panel of the server preferences and remove the Splash Server from the list
of Login items.
N OTE : If the dongle is recognized the second time, but not the first time you start the
Splash RPX-ii, it may be because the dongle driver has not fully loaded. Removing Splash
Server from the list of Login items gives the dongle driver a chance to complete loading before
the Splash RPX-ii starts.
Connecting to the network
If you cannot connect to the network, try the following:
•Check the cable connection to the back panel and the network. Make sure that the cable is
the correct type. Do not use the Ethernet crossover cable in place of the network Ethernet
cable. Check the label to identify the crossover cable. The cables are not interchangeable.
•If the network Ethernet cable is the correct type and is properly connected to the back
of the Splash RPX-ii, try connecting a new network Ethernet cable to the back of the
Splash RPX-ii.
N OTE : The network Ethernet cable should be connected to the first port on the Splash RPX-ii.
• Check that the Fiery scan crossover cable is connected correctly. If you unplug the cable
and reconnect it, restart the Fiery.
• Check the network settings on the Splash RPX-ii. For information about Network Setup,
see Getting Started and the Configuration Guide.

TROUBLESHOOTING 10
•Review network sections of the documentation that accompanies the Macintosh
computer.
•If the problem persists, ask the network administrator to check other devices on the
network. If other devices are not functioning, the problem may be with the network.
•Reinstall Splash RPX-ii server software (see Getting Started ). Corrupt Splash RPX-ii server
software may cause the system to hang.
Connecting to the Fiery
If you cannot connect to the Fiery, do the following.
• Check the Fiery IP address.
To confirm the IP address, print a Configuration page, or consult your network
administrator.
•Type the IP address manually. The Fiery may be on a different subnet.
• Connect to a different Fiery for the DocuColor 240/250, DocuColor 242/252, and
DocuColor 260.
•If nothing prints, check that port 9100 on the Fiery is enabled in Network Setup.
Quit the Splash RPX-ii, restart the Fiery, and then restart the Splash RPX-ii.
For information about port 9100 on the Fiery, see the documentation that accompanies
your Fiery.
•Restart the Fiery (see page 13).
•For the initial connection, make sure that the copier is not in Sleep Mode.

TROUBLESHOOTING 11
Direct Connect
This section describes some of the issues you may encounter when setting up Direct Connect
between the Splash RPX-ii and the Fiery.
Direct Connect allows the Splash RPX-ii to access the Fiery by an Ethernet crossover cable.
The Splash RPX-ii is visible on the network, but the Fiery is not.
If you connect the Splash RPX-ii to the Fiery, and a message indicates that the Splash RPX-ii
cannot find a Fiery connected to the second Ethernet port, perform the following checks.
Checking connections
Check that the correct Ethernet crossover cable has been connected from the NET jack on
the Fiery to the correct Ethernet port on the Splash RPX-ii. The Ethernet crossover cable
is labeled. For more information, see Getting Started and the Server Installation and Setup
Roadmap .
Check that the Fiery scan Ethernet cable is securely connected by unplugging the cable and
plugging it in again.
N OTE : Add-in Ethernet cards are not supported for Direct Connect.
Checking the dongle
If a message on the Splash RPX-ii indicates that no dongle is attached, do the following:
• Check that a dongle is plugged in to the Splash RPX-ii and that the light is on.
•Remove the dongle and plug it in again.
•Quit the Splash RPX-ii, and then restart it. If the dongle is recognized the second time, go
to the Accounts panel of the Server Preferences and remove the Splash Server from the list
of Login items.
N OTE : If the dongle is recognized the second time, but not the first time you start the
Splash RPX-ii, it may be because the dongle driver has not fully loaded. Removing Splash
Server from the list of Login items gives the dongle driver a chance to complete loading before
the Splash RPX-ii starts.
Checking the IP address on the copier
If you cannot complete the Direct Connect connection, the IP address on the copier may be
set incorrectly. To fix this, do the following:
•Quit the Splash RPX-ii.
•Set the IP address using the copier touch panel (see “To configure the copier IP address
using the copier touch panel”).
•Wait until the Fiery Start Page prints.

TROUBLESHOOTING 12
N OTE : You may have to manually restart the Fiery (see page 13).
•Verify that the IP address on the Start Page is correct.
•Start the Splash RPX-ii.
Setting the IP address
Set the copier to a fixed IP address using the following procedure.
T
O CONFIGURE THE COPIER
IP
ADDRESS USING THE COPIER TOUCH PANEL
1Power on or wake up the copier.
2Press the Log In/Out button on the copier.
3Type the ID using the keypad, and then press Confirm on the copier touch panel.
N OTE : The ID is usually “11111”.
4Press System Settings > System Settings > Network Controller Settings > Network Settings on
the copier touch panel.
5Press 2 TCP/IP - Get IP Address and press Change Settings.
6Press Manual and press Save.
7Press 3 TCP/IP - IP Address and press Change Settings.
8Type the IP address using the keypad.
If the Fiery is running version 2.0 or later software, enter 169.254.208.164 .
If the Fiery is running version 1.1 software, enter:
• 169.254.208.164 if your network uses addresses in the range 192.168.x.x.
• 192.168.0.1 otherwise
N OTE : If the IP address is correct, no update occurs. In this case, reboot the Fiery manually.
For more information, see “To restart the Fiery manually” on page 13.
9Press 4 TCP/IP - Subnet Mask and press Change Settings.
10 Type 255.255.0.0 using the keypad and press Save.
11 Continue to press Close on the copier touch panel to close the Settings panels.
12 Press Exit.

TROUBLESHOOTING 13
Restarting the Fiery
After you set the IP address, the Fiery automatically reboots and prints a Start Page.
Check that the IP address on the Fiery Start Page is correct. If it is not, go back to the copier
and reset the IP address.
T
O RESTART THE
F
IERY MANUALLY
1Turn off the copier.
2Wait one minute, and then turn on the copier.
You may have to wait a few minutes for the Fiery to restart and print the Start Page and for
the Splash RPX-ii to detect the Fiery. The Splash RPX-ii will not complete the connection
until the Fiery Start Page prints.
Once the connection is successful, the Splash RPX-ii Startup Page prints.

TROUBLESHOOTING 14
Printing
Intermittent print quality and color quality problems are difficult to trace. Before you
troubleshoot print quality problems, print a Start Page to make sure that the copier does not
need servicing or adjusting.
NOTE: A Fiery Start Page prints when the Fiery is turned on or restarted if Print Start Page is
enabled in Fiery Server Setup. For information about Fiery Setup, see the documentation that
accompanies your Fiery. A Splash RPX-ii Startup Page prints when the Splash RPX-ii is
started if Print Startup Page is enabled in the Splash RPX-ii Server Preferences.
Printing to the copier
The following table describes some common problems and solutions.
If this happens Try this
Start Page fails to print. • Make sure the copier is turned on and ready to print.
•Recheck that the crossover cable is present and properly connected to the Fiery.
•If the problem persists:
–Power off the copier.
–Power off the Splash RPX-ii by choosing Shut Down from the Apple menu.
–Wait one minute.
–Power on the copier, wait for the Fiery Start Page to print, and verify that the Fiery
IP address is correct.
–Power on the Splash RPX-ii and start the Splash RPX-ii server software.
•If the problem persists, service the copier.
Color quality is inconsistent. • The copier may require service (call your authorized service/support center).
•To check the color quality of the copier, make copies of color documents from the
copier glass.

TROUBLESHOOTING 15
Print quality is poor. • Print a Splash RPX-ii Startup Page.
To print a startup page, quit and then restart the Splash RPX-ii. Make sure that the
Print Startup Page setting is selected in the Splash RPX-ii Server Preferences.
•If the print quality of the Splash RPX-ii Startup Page is good, the error may be caused by a
file or application problem.
•Print a Test Page from Help > Troubleshooting.
•Make sure that the appropriate printer description (PPD) file is installed. For details, see
the Printing Guide.
• Check that the video cable is securely connected between the Fiery and the copier.
• Calibrate the system. (For details, see the Color Guide.)
•Make sure that you installed the correct Splash RPX-ii printer drivers.
•Quit the Splash RPX-ii, go to Home/Library/Preferences, delete Splash Color Prefs.xml,
and then restart the Splash RPX-ii.
• Choose Output Profiles from the Color Profiles menu. If any profile entries are blank,
reinstall the Splash RPX-ii server software.
Splash RPX-ii appears on the
list of printers on a client
workstation, but certain jobs
do not print.
•Print a job from a different application to determine if the problem is associated with a
particular application.
•Make sure that the connection between the Splash RPX-ii and the client workstation is
working by printing a simple file, such as a text file.
•Resend the problem file.
•If the problem persists, select the file in the Hold queue and choose Save Spool File from the
File menu. Save the file and send it to Technical Support for analysis.
Job spooling is slow. • Make sure that Printing Sharing is off in the Sharing panel of System Preferences.
•Make sure that the Firewalls for ports 515 and 9100 are disabled.
•Disable any anti-virus software on the server.
RIP speed is slow. • If InDesign or Quark Xpress print jobs or PDFs created from InDesign or Quark Xpress
RIP slowly, select Show Composite Overprints for these types of jobs.
Remote UI disconnects
from the server.
•Download the latest version of Remote UI from the Splash Installer Downloads folder on
the Splash RPX-ii and replace the version on the remote workstation.
If this happens Try this

TROUBLESHOOTING 16
Printing to the Fiery
If you have problems printing, see the following sections.
Verify Fiery Install
If you are connected to a DocuColor 260, restart the Fiery (see “Restarting the Fiery” on
page 13). If a page prints that says “Limited Printing Capability . . . Insert the Green USB
Feature Activation dongle into the Fiery bustled controller . . . ,” the Fiery was not configured
correctly on installation and needs an additional installation. For more information, see the
documentation that accompanies your Fiery.
Sending Test Pages
• Choose Troubleshooting from the Help menu on the Splash RPX-ii.
• Click a page size in the Fiery Connection Test Pages dialog box.
•If the page prints, the Splash RPX-ii is communicating with the Fiery, and the Fiery can
print jobs.
Verifying print output
•If the Test Page prints correctly, but other pages sent from the Splash RPX-ii do not,
contact Technical Support.
•If the printed output is poor, the problem may be with the Fiery. For more information,
see the documentation that accompanies your Fiery.
If you can print the Configuration page but cannot print a job from a computer on the
network, do the following:
•Check all components of the network, including cables, connectors, terminators, network
adapter boards, and network drivers.
• Confirm that the applicable network settings (such as AppleTalk zone, IP address, subnet
mask, and gateway address) match the settings used on the network.

TROUBLESHOOTING 17
Reinstalling Fiery system software
If the Fiery system software is reinstalled for any reason, you must:
•Quit the Splash RPX-ii.
•Follow the connection procedures in Getting Started.

INDEX 19
A
Apple menu 14
B
brightness 7
C
cable connections 7, 9, 16
calibration 15
checking cables 8
checking connections 7, 8
color
preferences 15
profiles 15
quality 14
Configuration Page 10, 16
contrast 7
copier IP address 12
copier touch panel 12
crossover cable 9, 11, 14
D
deleting preferences 15
DIMMs 8
dongle 9, 11
E
Eject button 7
Ethernet cable 9, 11
Ethernet connection 9
extension files 8
F
faulty monitor 7
Fiery documentation 5, 16
Fiery IP address 12
Fiery Setup 14
Fiery Start Page 11, 12, 13
Fiery system software 17
Fiery user documentation 10
G
Gigabit Ethernet 9
H
hard disk drive 7
I
ID on copier 12
IP address 10, 11
configuring 12
IP address of Fiery 12
IP address on copier 12
K
keyboard 7
M
Macintosh documentation
5, 7, 10
memory 8
minimizing slowdowns 9
monitor 7
mouse 7
N
network cable 9
network issues 10
network settings 16
network traffic 9
O
optical drive 7
output profiles 15
P
port 9100 10
power button 7
power cable 7
Print Start Page 14
printer description file 15
profiles 15
INDEX

INDEX 20
R
reinstalling Fiery system software 17
reinstalling software 8, 10, 15
restarting the Fiery 10, 13
S
scan cable 11
scan crossover cable 9
server software 10
servicing the copier 14
Splash RPX-ii dongle 9, 11
Splash RPX-ii Startup Page 13
Start Page 12
subnet 10
system requirements 8
T
Technical Support 15, 16
terminology 6
Test Pages 16
Tr oubleshooting Help menu 16
U
user documentation 10
V
video cable 15