LANIER/RICOH/SAVIN MP C4503 User manual

TROUBLESHOOTING GUIDE
02/05/2016
Copyright  2016 RICOH Americas Corporation. All rights reserved. Page 1 of 24
PRODUCT CODE: D197/D198/D199/D200/D201/D202
APPLICABLE MODEL:
LANIER – MP 2554SP/MP 3054SP/MP 3554SP/MP 4054SP/MP 5054SP/MP 6054SP
RICOH – MP 2554SP/MP 3054SP/MP 3554SP/MP 4054SP/MP 5054SP/MP 6054SP
SAVIN – MP 2554SP/MP 3054SP/MP 3554SP/MP 4054SP/MP 5054SP/MP 6054SP
GENERAL:
The attached document is the Troubleshooting Guide for the D197/D198/D199/D200/D201/D202. Please use
this guide as a supplement to your service manual.
Revised items appear in bold typeface.
TABLE OF CONTENTS:
1. PAPER FEED ERRORS...................................................................... 2
2. COPY PROCESS................................................................................4
3. CONNECTIVITY.................................................................................. 5
4. PRINTING/SCANNING........................................................................7
5. OPERATION PANEL...........................................................................9
6. SECURITY......................................................................................... 12
7. ERROR CODES and MESSAGES....................................................14
8. OPTIONAL UNITS.............................................................................17
9. IMAGE PROBLEMS..........................................................................20
10. MECHANICAL PROBLEMS............................................................21
11. OTHERS.......................................................................................... 22

Page 2 of 24
1. PAPER FEED ERRORS
Subjec
t
Symptom TSB Cause Solution Note
Jam When stapling &
punching B5 LEF
sheets.
SR3130
Firmware
History
Internal Finisher
SR3130 firmware Install version 01.070:02 or newer.
Jam Firmware
History Engine firmware Install version 1.09:03 or newer.
Jam When the next print
job starts during
post processing for
the previous job
Firmware
History Engine firmware Install version 1.10:03 or newer.
Jam Jam 157 when
exiting to the proof
tray on the
SR3160/3170
TBA A Mylar is damaged
after repeated contact
with the paper. As a
result, a crack forms
and gradually expands.
Replace the Mylar
(modified P/N
D6884119). Order two
of these and replace
the mylars at the front
and rear.
Jam Jam 151 or 152
when exiting to the
proof tray on the
SR3160/3170
TBA The spring connected
to the solenoid breaks. Replace the solenoid (P/N D6882248).
Jam SR3140/SR3150 Firmware
History Finisher SR3140 firmware Install version 01.230:04 or newer.
Jam Code 151, 152, or
157 D703-D704 - 020 SR3170: The spring and bracket for the gate
solenoid break, or a
Mylar is worn down by
contact with the paper.
Replace the solenoid
(P/N D6882115) and/or
the mylar (P/N
D6884119).
Jam "Initial jam" when
the machine
switches to Proof
mode
Firmware
History Finisher SR3160/SR3170
firmware
Install version
02.380:10 or newer.
Jam During a center
stapling job if the
previous job was
exited to the shift
tray
Firmware
History Engine firmware Install version 1.12:03 or newer.
Jam Jam 112 D690 002 The harness is
repeatedly bent during
operation
Replace the harness
with three new parts as
explained.
This is
for the
SR3130
finisher
Jam JAM64 on 1 bin tray
BN3110 D692 001 Execute SP5-804-049 to reverse the paper
exit roller and let the
user remove the
jammed paper.
Jam JAM64 on 1 bin
tray BN3110, and
cannot remove the
paper
TSB# D692
- 002
A
ccordion jam in front
of the exit roller Do the procedure in the TSB
Jam With jobs that use
the shift tray as
the output tray.
Firmware
History Finisher SR3160/SR3170
firmware
Install version
02.390:10 or newer.

Page 3 of 24
Subjec
t
Symptom TSB Cause Solution Note
Multi-
feed When feeding from the DF3090 D146- D147-
D148-
D148-D150
- 040
Friction between
originals is too high for
the pad to separate the
sheets
Attach the pad (P/N:
D6842314) and Mylar
(P/N: D6842313).
Incorrect
paper
orientati
on
In Conference
Concierge, after
printing with upper-
left-side stapling,
when printing with
two staples
Firmware
History Conference Concierge firmware Install version 1.1 or newer.

Page 4 of 24
2. COPY PROCESS
Subjec
t
Symptom TSB Cause Solution Note

Page 5 of 24
3. CONNECTIVITY
Subjec
t
Symptom TSB Cause Solution Note
WIM "Fax Received File" not
displayed in the "Print
Job/Stored File" menu
Firmware
History Web Uapl firmware Install version 2.01 or newer.
Firmware
History Web Uapl firmware Install version 1.04 or newer.
Fax IP-Fax not available Firmware
History RemoteFax firmware Install version 02.00.00 or newer.
Fax Reception and printout
error Firmware History GWFCU3.8-7 (WW)
firmware
Install version
02.00.00 or newer.
Fax Reception error when
using installed G3
interface unit
Firmware
History 4a GWFCU3.8-7 (WW)
firmware
Install version
02.00.00 or newer.
Fax Reception error with W-
NET fax Firmware History System/Copy firmware Install version 1.10 or newer.
Fax Transmission fails Firmware
History Fax firmware Install version 05.00.00 or newer.
Fax Fax does not start up
following continuous fax
communication.
Firmware
History Fax firmware Install version 05.00.00 or newer.
Fax Error with notice for stored
reception files Firmware History Fax firmware Install version 05.00.00 or newer.
Fax Quick fax does not start Firmware
History Fax firmware Install version 05.00.00 or newer.
Fax Sender name is printed
even if this is disabled Firmware History Fax firmware Install version 06.00.00 or newer.
Fax Fax data encoded with
base 64 is not correctly
received
Firmware
History System/Copy firmware Install version 1.15 or later
SMB Scan to SMB fails when
the display language is
Catalan.
Firmware
History Network Support
firmware
Install version
14.29 or newer.
Address book Title not displayed when
address book is registered
via Device Manager NX
series
Firmware
History System/Copy firmware Install version 1.09 or newer.
Address book Cannot be updated by
Web Image Monitor when
the device is in energy-
saving mode.
Firmware
History Scanner firmware Install version 02.04 or newer.
Firmware
History Scanner firmware Install version 01.03 or newer.
Address book Cannot open address book Firmware
History Fax firmware Install version 05.00.00 or newer.
Network
connection error When an application attempts to connect to the
network
Firmware
History Smart Operation
Panel
firmware
Install version 1.37
or newer.

Page 6 of 24
Subjec
t
Symptom TSB Cause Solution Note
Network
connection error Smart Operation Panel (SOP) cannot connect to
the network when "Screen
Startup Mode" is set to
"Quick"
See TSB#
D197-D198-
D199-D200-
D201-D202 -
001
SOP starts to
get an IP
address
before
connection
between SOP
and device is
established.
Rebooting the
device might solve
the problem.
Update the
“Cheetah System”
firmware to v1.37
or newer.
Cannot forward
files From SOP apps to external Web servers Firmware History SOP System firmware Install version 1.38 or newer.
E-mail When Simplified Chinese
characters are used, the
contents are garbled
Firmware
History Scanner firmware Install version 02.06 or newer.
Firmware
History Scanner firmware Install version 01.05 or newer.
Wireless LAN When CTS protection is
enabled, throughput is low Firmware History System/Copy firmware Install version 1.12 or newer.

Page 7 of 24
4. PRINTING/SCANNING
Subjec
t
Symptom TSB Cause Solution Note
Cannot
print If the language is not set to English or Japanese. Firmware History Smart Operation Panel firmware Install version 1.34 or newer.
Cannot
print If the user logs in with a blank password. Firmware History Smart Operation Panel firmware Install version 1.34 or newer.
Cannot
print IPP printing with the job spool enabled in Mac OS
X 10.7 or later and iOS 6
or later
Firmware
History Network Support firmware Install version 14.31 or newer.
Jobs not
spooled While printing a job using Enhanced Locked Print
NX v2, incoming jobs
cannot be spooled
Firmware
History Printer firmware Install version 1.03 or newer.
Search Incorrect search results if
the keywords in a PDF
file are scanned by
selecting a language
other than "Japanese"
Firmware
History Java VM v12 Update Tool Install version 12.11.04 or newer.
Firmware
History JavaVMv12for eDC firmware
Cannot
scan When "Start Scanning" is pressed in the Scan to
Me application
Firmware
History Scanner firmware Install version 02.06 or newer.
Cannot
scan Send error: If multi-pass ADF, OCR, and other
settings are used
Firmware
History System/Copy firmware Install version 1.12 or newer.
Cannot
complete
scanning
job
When the "Stop" key is
pressed after scanning
one side of a document
and then "Continue
Printing" is selected
Firmware
History ID Card Copy firmware Install version 1.2 or newer.
Cannot
complete
scanning
job
If Letter-size paper
landscape is set and the
staple is to be positioned
on
the upper-left side
Firmware
History Conference Concierge firmware Install version 1.1 or newer.
Cannot
complet
e
scannin
g job
When scanning an
original containing
multiple pages with the
Twain driver, error code
36856 occurs on the
client PC
Firmware
History System/Copy firmware Install version 1.15 or later
Cannot
use LEF
or SEF
Printing is available only
in LEF Firmware History System/Copy firmware Install version 1.12 or newer.
Scanning
starts at
the
wrong
time
The machine starts
scanning without an
original after a DF jam is
cleared.
Firmware
History Extended JS firmware Install version 1.03.00 or newer.

Page 8 of 24
Subjec
t
Symptom TSB Cause Solution Note
Wrong
character
s
When scanning with
"Hungarian" or "Polish"
selected under "Cognitive
Language" in "OCR
Settings", some
characters are converted
to a question mark
Firmware
History Scanner firmware Install version 02.07 or newer.
Firmware
History System/Copy firmware Install version 1.13 or newer.
Firmware
History System/Copy firmware Install version 1.13 or newer.
Firmware
History Scanner firmware Install version 01.06 or newer.
Job
does not
resume
If paper near-end
occurs while printing
General format files
Java VM
v12
History
Java VM v12 Update
Tool Install version 12.16.00 or newer.
Java VM v12 for eDC
firmware

Page 9 of 24
5. OPERATION PANEL
Subjec
t
Symptom TSB Cause Solution Note
Icons not
displayed The icon for the RIS app. is not
displayed on the
Home screen
when logging in
via
Streamline NX.
Application
History Smart Operation Panel firmware Install version 1.34 or newer.
Icons not
displayed When an SDK application is
configured not to
be authenticated
Firmware
History System/Copy firmware Install version 1.13 or newer.
Freezes If the machine
enters or
recovers from
Energy Saver
mode while
displaying the
copy interrupt
screen.
Application
History Smart Operation Panel firmware Install version 1.34 or newer.
Freezes If the machine
goes in and out
of Energy Saver
mode after a
controller reboot
in a customized
authentication
environment.
Application
History Smart Operation Panel firmware Install version 1.34 or newer.
Freezes The Smart
Operation Panel
stalls when the
machine
recovers from
Energy Saver
mode
Application
History SimpleCopy for eDC firmware Install version 1.17 or newer.
Screen
flickers When System Auto Reset is
performed
Application
History Cheetah System firmware Install version 1.40 or newer.
Wrong
screen
appears
The Home
screen instead
of the priority
app when
"Ubiquitech" is
the priority app
Application
History Smart Operation Panel firmware Install version 1.34 or newer.
Wrong
screen
appears
The Preferred
screen returns to
the Home
screen after a
VM firmware
update
Application
History Smart Operation Panel firmware Install version 1.36 or newer.

Page 10 of 24
Subjec
t
Symptom TSB Cause Solution Note
Wrong
screen
appears
When a user
executes a job in
a SmartSDK
application, the
home screen is
displayed
Firmware
History Scanner firmware Install version 02.05 or newer.
Install version 01.04 or
newer.
Wrong
screen
appears
The display
returns to the
Home screen
before the
scanning job is
finished.
Firmware
History System/Copy firmware Install version 1.11 or newer.
Firmware
History SDKService for eDC firmware Install version 1.06.01 or newer.
Screen not
displayed Copy Interrupt screen not
displayed when
the Interrupt key
is pressed.
Firmware
History SOP System firmware Install version 1.35 or newer.
Screen not
displayed Cannot switch from ECO
screen to fax
screen
Firmware
History Banner for eDC firmware Install version 1.12 or newer.
Screen not
displayed Cannot return to the Streamline
NX login screen
Application
History Smart Operation Panel: LegacyUI
firmware
Install version 1.26 or
newer.
Cannot
close
screen
Cannot close the
ECO screen if
the Fax
Substitute
Reception
button is
pressed.
Application
History Announce for eDC firmware Install version 1.10 or newer.
Screen
goes black If the user logs in via card
authentication
Application
History Smart Operation Panel: LegacyUI
firmware
Install version 1.26 or
newer.
Screen
goes black When the operator tries to
switch to an
SDK app
Application
History Smart Operation Panel firmware Install version 1.36 or newer.
Screen
does not
change
When the
operator tries to
switch to an
SDK app
Application
History Smart Operation Panel firmware Install version 1.36 or newer.
Screen
does not
change
When the "Stop"
key is pressed
after scanning
one side of a
document and
then "Continue
Printing" is
selected
Application
History ID Card Copy firmware Install version 1.2 or newer.