Xerox DocuPrint 92C NPS User manual

Xerox DocuPrint Network Printer Series
Troubleshooting Guide
for Model 92C NPS
Version 7.1
August 2000
721P87441

Xerox Corporation
701 S. Aviation Boulevard
El Segundo, CA 90245
©1997, 1998, 1999, 2000 by Xerox Corporation. All rights reserved.
Copyright protection claimed includes all forms and matters of
copyrightable material and information now allowed by statutory or
judicial law or hereinafter granted, including without limitation,
material generated from the software programs which are displayed
on the screen, such as icons, screen displays, looks, etc.
Printed in the United States of America.
Publication number: 721P87441
Xerox® and all Xerox products mentioned in this publication are
trademarks of Xerox Corporation. Products and trademarks of other
companies are also acknowledged.
Changes are periodically made to this document. Changes, technical
inaccuracies, and typographic errors will be corrected in subsequent
editions.

XEROX DOCUPRINT 92C NPS TROUBLESHOOTING GUIDE iii
Laser safety
!Warning: Adjustments, use of controls, or performance of
procedures other than those specified herein may result in
hazardous light exposure.
The Xerox DocuPrint printers are certified to comply with the
performance standards of the U.S. Department of Health, Education,
and Welfare for Class 1 laser products. Class 1 laser products do not
emit hazardous radiation. The DocuPrint printers do not emit
hazardous radiation because the laser beam is completely enclosed
during all modes of customer operation.
The laser danger labels on the system are for Xerox service
representatives and are on or near panels or shields that must be
removed with a tool. DO NOT REMOVE LABELED PANELS OR
PANELS NEAR LABELS. ONLY XEROX SERVICE
REPRESENTATIVES HAVE ACCESS TO THESE PANELS.
Ozone information
This product produces ozone during normal operation. The amount
of ozone produced depends on copy volume. Ozone is heavier than
air. The environmental parameters specified in the Xerox installation
instructions ensure that concentration levels are within safe limits. If
you need additional information concerning ozone, call 1-800-828-
6571 to request the Xerox publication 600P83222, OZONE.
Operation safety
Your Xerox equipment and supplies have been designed and tested
to meet strict safety requirements. They have been approved by
safety agencies, and they comply with environmental standards.
Please observe the following precautions to ensure your continued
safety.
•Always connect equipment to a properly grounded electrical
outlet. If in doubt, have the outlet checked by a qualified
electrician.
!Warning: Improper connection of the equipment grounding
conductor may result in risk of electrical shock.
•Never use a ground adapter plug to connect equipment to an
electrical outlet that lacks a ground connection terminal.
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iv XEROX DOCUPRINT 92C NPS TROUBLESHOOTING GUIDE
•Always place equipment on a solid support surface with
adequate strength for its weight.
•Always use materials and supplies specifically designed for
your Xerox equipment. Use of unsuitable materials may result in
poor performance and may create a hazardous situation.
•Never move either the printer or the Printer Controller without
first contacting Xerox or local operating company for approval.
•Never attempt any maintenance that is not specifically
described in this documentation.
•Never remove any covers or guards that are fastened with
screws. There are no operator-serviceable areas within these
covers.
•Never override electrical or mechanical interlocks.
•Never use supplies or cleaning materials for other than their
intended purposes. Keep all materials out of the reach of
children.
•Never operate the equipment if you notice unusual noises or
odors. Disconnect the power cord from the electrical outlet and
call service to correct the problem.
If you need any additional safety information concerning the
equipment or materials Xerox supplies, call Xerox Product Safety at
the following toll-free number in the United States:
1-800-828-6571
For customers outside the United States, contact your local Xerox
operating company.

XEROX DOCUPRINT 92C NPS TROUBLESHOOTING GUIDE v
Table of contents
Laser safety iii
Ozone information iii
Operation safety iii
Introduction vii
About this guide vii
Contents vii
Conventions viii
Related publications ix
1. Calling for service 1-1
Information to have on hand when calling for service 1-1
Enabling and disabling the modem for remote service 1-2
2. Troubleshooting Xerox Client Software installation 2-1
3. Troubleshooting a Novell implementation 3-1
4. Clearing paper misfeeds and jams 4-1
Clearing a feeder tray fault 4-1
Frequent misfeeds 4-3
Clearing paper jams 4-4
Job recovery 4-6
Printer jam clearance areas 4-7
Clearing paper jams from areas 1 and 1A 4-8
Clearing paper jams from areas 2 and 2A 4-9
Clearing paper jams from area 3 4-12
Clearing paper jams from area 4 4-13
Clearing paper jams from area 5 4-15
Clearing paper jams from areas 6 and 6A 4-16
Clearing paper jams from area 7 4-18
Clearing paper jams from area 8 4-20
Clearing paper jams from area 9 4-21
Adjusting dual stacker tray scuffer arms 4-22
Clearing stitcher/stacker paper jams (areas A and B) 4-23
Clearing bypass transport paper jams 4-24

TABLE OF CONTENTS
vi XEROX DOCUPRINT 92C NPS TROUBLESHOOTING GUIDE
5. Using sample documents 5-1
Listing and printing sample documents 5-1
List Sample Documents 5-1
Print Sample Document 5-2
6. Adjusting print quality and performance 6-1
Adjusting print quality 6-1
Measuring performance 6-2
Calculating throughput 6-4
Minimizing the start-up latency 6-6
300 dpi versus 600 dpi performance 6-9
Setting page order 6-9
Product features that affect print quality 6-10
Proprietary PostScript extensions 6-10
Device-dependent operators 6-10
Gray shading—setscreen and setcolorscreen 6-10
Gray shading—settransfer and transfer function 6-11
Smooth curves—setflat 6-11
Invisible strokes—0 setlinewidth 6-12
Scan conversion—fill, eofill, and stroke 6-12
7. Correcting stacking problems 7-1
8. System unresponsive 8-1
Index INDEX-1

XEROX DOCUPRINT 92C NPS TROUBLESHOOTING GUIDE vii
Introduction
This Xerox DocuPrint Network Printer Series Troubleshooting Guide
describes how to solve specific problems that may occur.
About this guide
This guide is designed for Xerox DocuPrint 92C NPS operators.
Users should have an understanding of Printer Controller operations.
Before using this guide, become familiar with its contents and
conventions.
Contents
This section lists the contents of this guide:
•Chapter 1, “Calling for service,”describes the information to
have on hand when calling for support service.
•Chapter 2, “Troubleshooting Xerox Client Software installation,”
provides solutions to common problems with software
installation.
•Chapter 3, “Troubleshooting a Novell implementation,”
describes some ways to troubleshoot a Novell implementation
by viewing log messages.
•Chapter 4, “Clearing paper misfeeds and jams,”illustrates how
to clear paper misfeeds and jams from various parts of the
paper path.
•Chapter 5, “Using sample documents,”describes how you can
print sample documents to test the printing capability of your
system.
•Chapter 6, “Adjusting print quality and speed,”provides various
methods for optimizing print quality and speed.
•Chapter 7, “Correcting stacker problems,”provides solutions to
common stacker problems.
•Chapter 8, “System unresponsive,”provides solutions to
specific printer problems.

INTRODUCTION
viii XEROX DOCUPRINT 92C NPS TROUBLESHOOTING GUIDE
Conventions
This guide uses the following conventions:
•All caps and angle brackets—Within procedures, the names of
keys are shown in all caps within angle brackets (for example,
press <RETURN>).
•Angle brackets—Variable information, or the position of a
specified argument in the command syntax, appears in angle
brackets (for example, List Fonts <Pattern>).
•Bold—Within procedures, text and numbers that you enter are
shown in bold (for example, enter privilege operator).
•“Enter”—Within procedures, the two-step process of keying in
data and pressing <RETURN> <ENTER> (for example,
enter y).
•Italics—Document and library names are shown in italics (for
example, the Xerox DocuPrint Network Printer Series
Troubleshooting Guide).
•Quotes—Keywords you can enter as arguments appear in
quotes (for example, “USLetter”).
•Vertical bars—Alternatives to specified arguments are
separated by vertical bars (for example, Set Time <Time |
Remote Host Name | IP Address>).
Note: Notes are hints that help you perform a task or understand
the text.
Caution: Cautions alert you to an action that could damage
hardware or software.
!Warning: Warnings alert you to conditions that may affect the
safety of people.
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INTRODUCTION
XEROX DOCUPRINT 92C NPS TROUBLESHOOTING GUIDE ix
Related publications
The Xerox DocuPrint Network Printer Series includes the following
documents:
Decomposition Service and Tools Guide
Guide to Configuring and Managing the System
Guide to Managing Print Jobs
Guide to Performing Routine Maintenance
Guide to Submitting Jobs from the Client
Guide to Using Page Description Language
Installation Planning Guide
Messages Guide
System Overview Guide
Troubleshooting Guide
Glossary
Master Index
Customer Information Quick Reference Card
Printer Controller Commands Quick Reference Card
Submitting your Jobs from Macintosh Quick Reference Card
Submitting your Jobs from UNIX & DOS Quick Reference Card
Submitting your Jobs from Windows NT 4.0 (QuickPrint) Quick
Reference Card
Submitting your Jobs Using Windows NT 4.0 Drivers Quick
Reference Card
The documentation set also includes an electronic version, the
DocuPrint NPS Interactive Customer Documentation CD.

INTRODUCTION
xXEROX DOCUPRINT 92C NPS TROUBLESHOOTING GUIDE

XEROX DOCUPRINT 92C NPS TROUBLESHOOTING GUIDE 1-1
1. 1Calling for service
Before calling your customer service support center, make sure you
have read this chapter and have tried the corrective actions
described here. If the problem persists, gather the necessary
information and call the customer support center.
Information to have on hand when calling for service
To report DocuPrint hardware or software problems in the United
States, call the following number:
1-800-822-2979
For customers outside the United States, call your local service
representative.
Note: A model-specific phone number is attached to your printer at
installation time.
Before calling, make note of the following:
•Status code numbers and messages that appear on the
controller screen and the printer console
•Indicator lights that are lit
•Name of your printer: DocuPrint 92C NPS
•Serial number for your printing system.
•Problems you are having with the system.
Additional information you may wish to note prior to calling includes:
•An explanation of how output differs from what was expected.
•An assessment of whether the symptoms follow a pattern or
occur randomly.
•A list of special conditions that may be related to the problems:
—New applications
—Changes made to the software
—Recent service performed
—Previous conditions under which the application has
printed properly.
Give this information to a customer service representative, who will
discuss the information and give you an estimated time of arrival or
assist you over the phone to resolve the problem.

CALLING FOR SERVICE
1-2 XEROX DOCUPRINT 92C NPS TROUBLESHOOTING GUIDE
Enabling and disabling the modem for remote service
Your system may be set up to use Sixth Sense Technology—a
remote communication capability. Sixth Sense Technology is a suite
of tools that allow service personnel to connect with a system and
evaluate its performance. The service person can troubleshoot
problems remotely, transfer, apply, and remove patches remotely,
and, if an on-site call is required, arrive with the solution to fix the
problem.
An external modem allows your system to be accessed by remote
service technicians.
You may be instructed to enable the modem so that the technician
can dial into your system. Prior to enabling the modem, be sure to
use the Stop All command so that printing and queueing are stopped
during the remote service session.
When the remote service session is complete, disable the modem
and enter the Start All command to resume printing and queueing.
Refer to the Guide to Configuring and Managing the System chapter
“Using utility commands”for more information on the commands
used for remote service.
If security is a concern, you can turn off the modem, or you can
physically disconnect the cable from the system when it is not being
used.
Caution: Depending on the commands used by the technician, the
printer may start up during the remote service session. You should
not attempt to operate the system or perform any tasks at the printer
during the remote service session.

XEROX DOCUPRINT 92C NPS TROUBLESHOOTING GUIDE 2-1
2. 2Troubleshooting Xerox Client
Software installation
If you are unable to install the Xerox Client Software, or if you install
it and all submitted requests fail, try the following:
•Make sure the Xerox Client print command does not clash with
the local print command on the client system. To verify this, at
the prompt (or on a new shell window prompt, for Sun clients),
enter print. You should see the usage message for the Xerox
Client print command.
If not, make sure the environment variable path includes the
subdirectory /usr/xerox/nps/client/bin and /usr/bin before the
subdirectory containing the local print command. Also, resolve
any print command aliases that might be set in the.cshrc file.
If you see the message “Server or Directory Unreachable”after
executing a print command, perform the following steps:
1. If the Printer Controller software is newly installed, verify
that job processing has been started at the Printer
Controller.
2. At the client, verify that the host file exists and contains the
Printer Controller name and TCP/IP address.
3. Verify the network connections between the Printer
Controller and the client. Enter ping <Printer Controller
name>; if that fails, enter ping <Printer Controller name
TCP/IP address>. Verify that the TCP/IP address of the
Printer Controller is the same as the one in the host file on
the client.
4. Check for hardware problems.
•Verify that the cconf file (/usr/xerox/nps/client/cconf) contains
the default Printer Controller name that most recently
performed the client installation. Try submitting requests to
another Printer Controller by using the server override switch in
the print command.
•If you are unable to install the software, make sure the client
hard disk meets the minimum requirements. Otherwise, you
may run out of disk space during the installation, and you may
get misleading error messages.

TROUBLESHOOTING XEROX CLIENT SOFTWARE INSTALLATION
2-2 XEROX DOCUPRINT 92C NPS TROUBLESHOOTING GUIDE
The following table, “Xerox Client Software installation error
messages” provides a reference to error messages that may display
during installation of Xerox Client Software.
Table 2-1.Xerox Client Software installation error messages
Error message Description
Installation not complete. Problems may have
occurred during the transfer of files. Please verify that
all files have been transferred and contact your
system administrator for assistance.
Appears if any of the client files are missing
at the end of installation.
Usage: <Printer__Controller__Name> or
Usage: instsun4 <Printer__Controller__Name> or
Usage: instsun3 <Printer__Controller__Name> or
Usage: instult <Printer__Controller__Name>
Appears when the Printer Controller Name
is not used as the argument to the
installation commands. The
<Printer__Controller__Name> is the name
of the Printer Controller that the installation
commands use to install the Client
Software.
The attempt to communicate to the
<Print__Controller__Name> has failed. Make sure
the name <Print__Controller__Name> is correct.
Make sure your /etc/hosts file contains correct
information. Make sure the machine is operational
and is in the network mode.
UNIX clients only. Indicates that the
installation script’s attempt to
communicate with the Printer Controller
has failed.
Problems may have occurred in ftp to the Print
Server. Verify disk space. If the problem still exists,
contact your system administrator for assistance.
UNIX clients only. Indicates problems
occurred while using ftp to the Printer
Controller to retrieve client files.
Problems may have occurred in setting permissions
for the executables. You have to be at the super user
level to install. Please contact your system
administrator for assistance.
UNIX clients only. Indicates that the
installation script’s attempt to set
permissions for the executables in
/usr/xerox/client/nps/bin has failed.
Problems may have occurred in making the
commands available. Please contact your system
administrator.
UNIX clients only. Indicates that the
installation script’s attempt to copy the
executables in /usr/xerox/client/nps/bin to
/usr/bin has failed.
Unable to set permission for dir <path>. You have to
be at the super user level to install. Contact your
system administrator for assistance.
UNIX clients only. Indicates that the
installation script’s attempt to set
permission for the client directory structure
has failed. Make sure that you are
executing the installation script at the
super user level.

XEROX DOCUPRINT 92C NPS TROUBLESHOOTING GUIDE 3-1
3. 3Troubleshooting a Novell
implementation
The following tables describe ways to troubleshoot a Novell
implementation from the log messages that appear in the DocuPrint
NPS log /varnog/DocuPrint.
Table 3-1.PSERVER problems
Problem Probable Cause Resolution
Log message says there is a
problem locating a NetWare
server.
DocuPrint is not getting SAP
packets for the server.
•There is a basic
connectivity or routing
problem.
•The framing type has
been set incorrectly
during installation.
•The file server name has
been set incorrectly
during installation.
If there is an external
connectivity problem:
•Check Novell file server
console screen for
messages.
•Check that the server is
running and connected to
the network.
If there is an incorrect framing
type or server name, your
Xerox service representative
must change the configuration
on the DocuPrint NPS Printer
Controller.
Log message says there is an
error in connecting to the file
server.
DocuPrint NPS is getting SAP
packets with information about
the server, but cannot
communicate with it.
•There is a basic
connectivity or routing
problem.
•DocuPrint NPS has an
incorrect network
number.
If there is an external
connectivity problem:
•Check Novell file server
console screen for
messages.
•Check that the server is
running and connected to
the network.
If there is an incorrect network
number, your Xerox service
representative must change
the configuration on the
DocuPrint NPS Printer
Controller
Log message says there is a
failure to log in.
Password problem.
•Server does not accept
unencrypted logins.
•DocuPrint NPS does not
have the correct
password.
If the server is not properly
configured, enter SET
ALLOW UNENCRYPTED
PASSWORDS=ON at the
server console.
If DocuPrint has the wrong
password, your Xerox service
representative must change
the password.

TROUBLESHOOTING A NOVELL IMPLEMENTATION
3-2 XEROX DOCUPRINT 92C NPS TROUBLESHOOTING GUIDE
Log message indicates failure
to log in and password settings
are correct.
A PSERVER with DocuPrint’s
PSERVER name is running on
the file server or on another
machine (this could even be
another DocuPrint configured
to use the same PSERVER
name). The file server should
have a PSERVER defined with
the same name as the
DocuPrint PSERVER; there
should not be an instance of
PSERVER running under that
PSERVER definition.
Stop the PSERVER instance.
Log message says "Error
finding queue."
Queue not created. At the file server, create the
queue, set up the printer for
the PSERVER, and verify that
it will service the appropriate
queue.
Log message says "Netware
PServer <name> not found.”
The PSERVER has not been
defined on the file server.
Define a PSERVER with the
correct name on the file server
and restart the system.
Log message says that there
was an error attaching to the
queue.
DocuPrint does not have
access to the queue.
Ensure that there is a printer
defined for the PSERVER on
the file server and that the
printer is defined to service the
desired queue.
Table 3-1.PSERVER problems (continued)
Problem Probable Cause Resolution

TROUBLESHOOTING A NOVELL IMPLEMENTATION
XEROX DOCUPRINT 92C NPS TROUBLESHOOTING GUIDE 3-3
The following table describes troubleshooting RPRINTER problems.
Table 3-2.RPRINTER problems
Problem Probable Cause Resolution
Log message says:
•"Cannot locate any
Netware print server from
the net."
•"Requested server
<name> not responding.”
DocuPrint NPS is not getting
SAP packets advertising the
print server.
•There is a basic
connectivity or routing
problem.
•The incorrect framing
type has been set.
•The print server is not
running. For RPRINTER,
there must be a
PSERVER running on the
file server with the name
specified to DocuPrint
NPS at installation time.
If there is an external
connectivity problem,
PSERVER should work when
it is repaired.
If it is an incorrect framing
type, your Xerox service
representative must change
the configuration on the
DocuPrint NPS Printer
Controller.
If print server is not running,
start one.

TROUBLESHOOTING A NOVELL IMPLEMENTATION
3-4 XEROX DOCUPRINT 92C NPS TROUBLESHOOTING GUIDE

XEROX DOCUPRINT 92C NPS TROUBLESHOOTING GUIDE 4-1
4. 4Clearing paper misfeeds and
jams
Paper jams and misfeeds can be greatly reduced or eliminated if you
use the correct type of paper under the right conditions. Refer to
Helpful Facts About Paper for information on paper selection and
care.
Clearing a feeder tray fault
When paper is misfed from the paper trays, complete the following
steps:
1. Go to the paper tray indicated by the message and graphic
displays of the printer control console.
2. Press the Tray Unlock button on the front left of the paper tray.
3. When the Ready To Open indicator is lit, pull the bar up and out
to open the tray. Pull the tray all the way out for best results.

CLEARING PAPER MISFEEDS AND JAMS
4-2 XEROX DOCUPRINT 92C NPS TROUBLESHOOTING GUIDE
4. Press the green lever to unlatch the paper feeder assembly.
5. Remove and discard any partially fed paper. Make sure the
paper supply is neatly stacked and the stack is not higher than
the MAX line on the length guide. Make sure the length guide
is firmly touching the back edge of the stack.
6. Latch the paper feeder assembly by pressing the green dot until
the assembly clicks into place.
7. Slide the tray back into the printer until the tray latches and
press the Continue button to resume printing.
8. Discard any pages sent to the sample tray or unused stacker
tray when the paper jam was detected.