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.

Page 11 of 24
Subjec
t
Symptom TSB Cause Solution Note
‘Cannot
make
copies’
If the user boots
up Simple Copy
just
after the
machine enters
Energy Saver
mode
Application
History SimpleCopy for eDC firmware Install version 1.17 or newer.
Key
operations
not
recognized
When the
machine returns
from System
Settings to the
previous screen
Firmware
History System/Copy firmware Install version 1.10 or newer.
Key
operations
not
recognized
The user
presses "Reset"
after copying a
large amount of
originals
Firmware
History System/Copy firmware Install version 1.11 or newer.
Cannot
use After RFU, screen is blank,
and no response
from keys.
Application
History Cheetah System firmware Install version 1.40 or newer.
Wording
error Traditional Chinese: "Print"
is incorrectly
displayed as
"Copy" in
System Settings
Firmware
History System/Copy firmware Install version 1.10 or newer.
animation firmware Install version 2.00 or
newer.
OpePanel firmware Install version 1.04 or
newer.
Wording
error Portuguese: "Gestão de" is
incorrectly
displayed as
"Selecionar
band. papel" in
Printer Features
Firmware
History animation firmware Install version 2.00 or newer.
OpePanel firmware Install version 1.04 or
newer.
Cannot
use Cannot use the SOP within 2
minutes of start-
up
Firmware
History SOP System firmware Install version 1.39 or newer.
Cannot
use After RFU, screen is blank
and no response
from touch panel
or hard keys
Firmware
History System/Copy firmware Install version 1.12 or newer.
An SOP
application
does not
work
If a user logs in
via Basic
Authentication
Firmware
History NetworkDocBox firmware Install version 1.06 or newer.

Page 12 of 24
6. SECURITY
Subjec
t
Symptom TSB Cause Solution Note
Login/logout The login screen is not
displayed after logging
out of Stren.
Application
History Cheetah System
firmware
Install version 1.34
or newer.
Login/logout Cannot login if the
password login screen
for password-
embedded IC cards is
displayed.
Application
History Cheetah System
firmware
Install version 1.34
or newer.
Login/logout Can logout even if the
logout lock is enabled. Application History Cheetah System
firmware
Install version 1.34
or newer.
Login/logout Cannot login or logout if
the user logs back in
with an IC card just
after logging out from
the System Settings
screen.
Application
History Cheetah System
firmware
Install version 1.34
or newer.
Login/logout If the Home key is
pressed while the user
signs in via a
customized UI
authentication app.
Application
History Cheetah System
firmware
Install version 1.34
or newer.
Login/logout "Logging in..." does not
clear from the Smart
Operation Panel
Firmware
History System/Copy firmware Install version 1.10 or newer.
Login/logout Login screen not
displayed Firmware History Fax firmware Install version 05.00.00 or newer.
Login/logout If an ESA application
stops during logout,
cannot complete logout
Firmware
History JavaVMv12 Update Tool Install version 12.11.04 or newer.
JavaVMv12
for eDC
firmware
Login/logout Cannot logout if the
user presses "Reset"
after copying a large
amount of originals
Firmware
History System/Copy firmware Install version 1.11 or newer.
Unauthorized
users can
operate
Unauthorized Guest
users can perform jobs
when the Optional
Counter (SP5-113-002)
is enabled.
Firmware
History System/Copy firmware Install version 1.08 or newer.
Unauthorized
users can
operate
Users may access the
app menu screen
without Administrator
privileges
D147 047u SOP System
firmware Install version 1.38 or newer.
Authentication If Kerberos
authentication is done
with an ESA
application, the
handling cannot time
out
Firmware
History JavaVMv12 for eDC
firmware
Install version
12.12.06 or newer.
JavaVMv12
Update Tool

Page 13 of 24
Subjec
t
Symptom TSB Cause Solution Note
Authentication When using an
application based on
the SmartSDK
Firmware
History Scanner firmware Install version 02.06 or newer.
System/Copy
firmware Install version 1.12 or newer.
Restricted
function can be
used
Registering a
destination in the
address book is
disabled, but can be
done using the Scan to
Folder Helper
application.
Firmware
History System/Copy firmware Install version 1.11 or newer.
Authorized
function cannot
be used
When the "Stop" key is
pressed after scanning
one side of a document
Application
History ID Card Copy firmware Install version 1.2 or newer.
Screen from
previous session
displayed after
login
Scan to Folder Helper Application
History Scan to Folder Helper firmware Install version 1.2 or newer.
Unspecified
security issue Application History Cheetah System
firmware
Install version 1.41
or newer.
A
pplication
History Web Browser NX for eDC
firmware
Install version
1.403.0 or newer.

Page 14 of 24
7. ERROR CODES and MESSAGES
Subjec
t
Symptom TSB Cause Solution Note
SC121 At installation See TSB#
D197-D198-
D199-D200-
D201-D202 -
003
The shoe on the
second scanner
carriage
disengages from
the rail, due to
shock or shaking
during transport.
Put the shoe back in the
correct position, as
shown in the TSB.
SC142-
00 After replacing the lens holder
assembly with the
service part (P/N:
D2021771).
See TSB#
D197-D198-
D199-D200-
D201-D202 -
017
The focus and
positioning
adjustments of
the lens and
CCD (service
parts only) were
not done at the
factory.
Replace the assembly
with one that is
adjusted correctly (see
the TSB for how to tell
the difference)
SC547-
02 See TSB# D197-D198-
D199-D200-
D201-D202 -
011
The relay harness
was mistakenly
routed between
the air duct and
the frame
Work through the
procedure in the TSB.
SC563 When feeding the
wrong paper size Firmware History Engine firmware Install version 1.13:03 or newer.
SC637 If the machine is
shut down while
printing.
Java VM
v12 History Java VM v12 Update Tool Install version 12.18.11 or newer.
Java VM v12 for
eDC firmware
SC670 Firmware
History Engine firmware Install version 1.14:03 or newer.
SC672-
11 Firmware History PowerSaving Sys firmware Install version F.23 or newer.
SC672-
11 During Energy Saver mode Firmware History System/Copy firmware Install version 1.10 or newer.
SC672-
11 When continuously
running print jobs
Firmware
History Smart Operation Panel: LegacyUI
firmware
Install version 1.28 or
newer.
SC672-
12 If the main power switch is turned off
while the machine
is recovering from
Energy Saver
mode.
Firmware
History Engine firmware Install version 1.08:03 or newer.
SC672-
11, 12 D197-D198- D199-D200-
D201-D202 -
009
Multiple causes
(see the TSB). Do the following steps. Turn the power off/on.
Update the power saving sys firmware
to F.23 or newer.
Check the USB cable between the IPU
and the operation panel.
Go through the flow chart in the TSB.
If the SC still occurs, replace the
controller board (if SC819 occurs), or
the controller board and USB cable (if
SC991 occurs).

Page 15 of 24
Subjec
t
Symptom TSB Cause Solution Note
SC720-
24 With jobs that use the shift tray as
the output tray.
Firmware
History Finisher SR3160/SR3170
firmware
Install version
02.390:10 or newer.
SC721-
70 SR3140/SR3150 finisher D686-D687 - 007 Deformed side plate Attach the sheet (P/N: D6833644) between the frame and the side plate at
two locations (see the TSB for details)
SC724-
86 TSB# D690 - 002 The harness is repeatedly bent
during operation
Replace the harness
with three new parts as
explained.
This is for
the SR3130
finisher
SC819 When using
network-related
functions, such as
Web Image Monitor
Firmware
History System/Copy firmware Install version 1.12 or newer.
SC899 When performing
continuous
scanning.
Firmware
History Browser firmware Install version 1.03.00 or newer.
SC899 When the machine
goes in and out of
Energy Saver Mode
while the web
browser is running
on the operation
panel
Firmware
History Network Support firmware Install version 14.28 or newer.
SC899 If the glyph data of
TrueType fonts
includes hinting
information that is
on the edge of the
frame
Firmware
History PCL firmware Install version 1.04 or newer.
SC899 When creating a
searchable PDF
document
Firmware
History System/Copy firmware Install version 1.07 or newer.
SC899 Occurs on the main
machine if a
Remote Fax is sent
from the sub
machine
Firmware
History Fax firmware Install version 04.00.00 or newer.
SC899 When launching or
making a copy with
SmartSDK Copy
Firmware
History System/Copy firmware Install version 1.10 or newer.
SC899 When launching
Easy Fax Firmware History Fax firmware Install version 05.00.00 or newer.
SC899 On the Main
machine if a
Remote Fax is sent
from the Sub
machine
Firmware
History Fax firmware Install version 05.00.00 or newer.
SC899 If the pre-
transmission
preview is enabled
Firmware
History Fax firmware Install version 05.00.00 or newer.

Page 16 of 24
Subjec
t
Symptom TSB Cause Solution Note
SC899 When using the
TWAIN driver Firmware History Scanner firmware Install version 02.05 or newer.
Install version 01.04 or
newer.
SC899 When the device is
recovering from
sleep mode
Firmware
History Printer firmware Install version 1.04 or newer.
SC899 When performing
Java Script
functions
Firmware
History Browser firmware Install version 1.05.00 or newer.
SC991 Firmware
History System/Copy firmware Install version 1.10 or newer.
SC997 When a user logs in
via an SDK
application
Firmware
History Network DocBox firmware Install version 1.03 or newer.
SC997 After restarting the
device when the
ESA application is
online-installed
using Remote
Install Manager
VM 12 Java
History JavaVMv12 Update Tool Install version 12.06.01 or newer.
VM 12 Java
History Java VM v12 for eDC firmware
SC997 When changing
ESA application or
transitioning/recove
ring from energy
saver mode.
VM 12 Java
History JavaVMv12 Update Tool Install version 12.06.01 or newer.
VM 12 Java
History Java VM v12 for eDC firmware
SC997 After pressing the
copy program
button
Firmware
History NetworkDocBox firmware Install version 1.06 or newer.
SC998 When Card
Authentication
Package is
installed.
Application
History Cheetah System firmware Install version 1.34 or newer.
SC998 When changing
ESA application or
transitioning/recove
ring from energy
saver mode.
VM 12 Java
History JavaVMv12 Update Tool Install version 12.06.01 or newer.
VM 12 Java
History Java VM v12 for eDC firmware
SC998 When restored from
energy save mode
by pushing the
"Checking Status"
button.
Firmware
History System/Copy firmware Install version 1.09 or newer.
‘Printing’
If a print job is
received just after
booting up.
Firmware
History System/Copy firmware Install version 1.07 or newer.

Page 17 of 24
8. OPTIONAL UNITS
Subjec
t
Symptom TSB Cause Solution Note
Hole
punchin
g
Punch misalignment
along the main-scan
direction
D690
Firmware
History d
Internal Finisher SR3130
firmware Install version 01.070:02 or
newer.
Hole
punchin
g
1. Punched chads
scatter inside the
machine.
2. The chads are
exited together with
the printed paper.
3. The sensor in the
hopper mistakenly
detects the hopper
full condition
D688 009 Static electricity generated
during punching Replace the stay, punch unit, and
hopper (see the
TSB for details).
SDK/ES
A
applicati
ons
The priority app
does not start up
when the machine
recovers from
Energy Saver mode
Application
History SOP System firmware Install version 1.35 or newer.
SDK/ES
A
applicati
ons
After logging out of
Streamline NX, the
user cannot switch
to another app.
Application
History SOP System firmware Install version 1.35 or newer.
SDK/ES
A
applicati
ons
After logging out of
Streamline NX, the
machine switches to
Streamline NX
again.
Application
History SOP System firmware Install version 1.35 or newer.
SDK/ES
A
applicati
ons
Java VM does not
boot up at main
power ON when
SP5-730-001 is
enabled.
Firmware
History System/Copy firmware Install version 1.07 or newer.
SDK/ES
A
applicati
ons
Cannot use the
Copier function
inside the Smart
SDK app
D197 012a
D197 021a System/Copy firmware Install version 1.07 or newer.
SDK/ES
A
applicati
ons
Client app does not
function correctly if
the user tries to log
out before the next
original is fed.
Firmware
History System/Copy firmware Install version 1.08 or newer.
SDK/ES
A
applicati
ons
Cannot switch
applications after
SC997
Java VM
v12
Firmware
History
Java VM v12 Update Tool Install version
12.06.01 or newer.
JavaVMv12for eDCfirmware
SDK/ES
A
applicati
ons
Java VM does not
start up correctly
after being updated
Java VM
v12
Firmware
History
Java VM v12 for eDC firmware Install version
12.12.06 or newer.
Java VM v12 Update Tool
Poor
stacking When the sheets are released to the tray
one by one.
D688
Firmware
History
Finisher SR3160/SR3170
firmware Install version 02.340:10 or
newer.
SDK/ES
A
applicati
When an ESA
application is
installed via Remote
Java VM
v12
Firmware
Java VM v12 Update Tool Install version
12.11.04 or newer.

Page 18 of 24
Subjec
t
Symptom TSB Cause Solution Note
ons Install Manager, the
heap size is reset to
the default
History
Java VM
v12
Firmware
History
JavaVMv12for eDCfirmware
SDK/ES
A
applicati
ons
When Java VM is
installed via Remote
Install Manager, the
stack size is reset to
the default
Java VM
v12
Firmware
History
Java VM v12 Update Tool Install version
12.11.04 or newer.
JavaVMv12for eDCfirmware
SDK/ES
A
applicati
ons
Quick Scan freezes Firmware
History System/Copy firmware Install version 1.11 or newer.
SDK/ES
A
applicati
ons
When rebooting the
device after a
firmware update, an
application for
working with a
document on the
Document Server
does not work.
Firmware
History Web Uapl firmware Install version 2.02 or newer.
SDK/ES
A
applicati
ons
CAP V2 is disabled Java VM
v12
Firmware
History
Java VM v12 Update Tool Install version
12.13.04 or newer.
JavaVMv12for eDCfirmware
SDK/ES
A
applicati
ons
Scan to Folder
Helper stalls Application History Scan to Folder Helper firmware Install version 1.2 or newer.
Android
apps Error when trying to download the log
data.
Firmware
History SOP System firmware Install version 1.35 or newer.
Poor
stacking When the sheets are released to the tray
one by one.
Firmware
History Finisher SR3160/SR3170 firmware Install version 02.340:10 or
newer.
Remote
Installati
on
Manage
r
Even though
activation for CAP v2
(Hybrid mode) was
not successful, it is
displayed as
successful
Java VM
v12
Firmware
History
Java VM v12 Update Tool Install version
12.07.06 or newer.
JavaVMv12for eDCfirmware
Poor
stapling Staple position is shifted when
performing a 2-spot
staple job (stapler
not at HP at power
ON).
D688
Firmware
History
Finisher SR3160/SR3170
firmware Install version 02.350:10 or
newer.
Poor
stapling Staple position is shifted (mixed paper
sizes).
D688
Firmware
History
Finisher SR3160/SR3170
firmware Install version 02.370:10 or
newer.
Poor
stapling Poor stapling because sheets not
folded cleanly
D688
Firmware
History o
Finisher SR3160/SR3170
firmware Install version 02.360:10 or
newer.

Page 19 of 24
Subjec
t
Symptom TSB Cause Solution Note
Poor
stapling The second sheet of a stapled set is
misaligned when
pre-stacking
(SP6116-001 to -
014) is enabled.
D688-D689
- 009 The alignment roller cannot separate the two sheets in the
pre-stacking area (see the
TSB for the reason why)
Set SP6116-001 to
-014 (depending
on the paper size)
to a value of “-1”
(disabled).
Productivity will be
reduced.
SR3160
/
SR3170
finishers
Side staple fence
breaks when
performing a 2-spot
staple job (stapler
not at HP at power
ON).
D688
Firmware
History
Finisher SR3160/SR3170
firmware Install version 02.350:10 or
newer.
Booklet
s Booklets made with small paper sizes
such as B5 are poor
in quality because
the sheets interfere
with the stopper
fence.
D688
Firmware
History
Finisher SR3160/SR3170
firmware Install version 02.360:10 or
newer.
Booklet
s Errors with the page order and folding
position in Booklet
mode
D688
Firmware
History
Finisher SR3160/SR3170
firmware Install version 02.380:10 or
newer.
LCT
RT3030 The tray cannot handle 1500 sheets
of paper
RT3030
Firmware
History
LCIT RT3030 firmware Install version
01.800:11 or
newer.
DF3080
DF3090 Poor stacking on ARDF DF3090
original exit tray
D779
Firmware
History
Originals exit slightly faster
when scanning completes.
The original exit tray is not
level.
Update the
ADF_DF3090
firmware to version
1.090:02 or newer.
Add the lever and
tray, and replace
the gate pawl.
DF3080
,
DF3090
Damaged feed belt
on DF3080 or
DF3090
D779 - 002 When a user pulls jammed
paper toward the front or rear,
the belt goes over the flange
of the roller.
Replace the feed
belt (D5412121)
with the modified
part (D6842171).
Fax
handset Cannot install the bracket D197- D198-
D199-
D200-
D201-D202
- 006
The screw hole is too big. Install the modified
handset kit (P/N
D1979900). The
size of the screw
hole in the bracket
was changed.

Page 20 of 24
9. IMAGE PROBLEMS
Subjec
t
Symptom TSB Cause Solution Note
Not printed
correctly
(unspecifie
d)
When a non-
standard sized
simplex original
is scanned in the
DF at 87%
reduction and
multiple copies
made (1 to x)
onto B4 paper.
Firmware
History Engine firmware Install version 1.08:03 or newer.
Black lines At the edges Firmware
History Engine firmware Install version 1.09:03 or newer.
Firmware
History System/Copy firmware Install version 1.09 or newer.
White lines When a large
image has been
enlarged using
Reduce/Enlarge"
in the PCL6
driver
Firmware
History PCL firmware Install version 1.05 or newer.
White lines If a raster image
is specified in
the PCL6 driver
to be reduced,
be enlarged, or
undergo N-up
printing
Firmware
History PCL firmware Install version 1.06 or newer.
Offset At the edge or
center of the
paper
See TSB#
D197-D198-
D199-D200-
D201-D202 -
004R
The temperature is
too low at the edge
or center of the
paper when it enters
the fusing unit.
Install Engine
firmware Ver.1.11:03
(D2025501E)
Other models: Do the
procedure in the
flowchart in the TSB.
Offse
t
Image offse
t
Firmware
History Engine firmware Install version 1.11:03 or newer.
Offse
t
With thick
paper Firmware History Engine firmware Install version 1.13:03 or newer.
Offse
t
Firmware
History Engine firmware Install version 1.14:03 or newer.
Offse
t
Firmware
History System/Copy firmware Install version 1.15 or later
Low image
density Image density decreases with
continuous
printing,
especially in
solid image
areas
See TSB#
D197-D198-
D199-D200-
D201-D202 -
005
Developer condition Change the SPs as
shown in the TSB.
The yield of the toner
bottle will be
reducerd.