Xerox DocuPrint 180 NPS Series User manual

Xerox DocuPrint Network Printer Series
Troubleshooting Guide
for Models 96/4635/180 NPS
Version 7.1
August 2000
721P86651

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: 721P86651
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 96/4635/180 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 96/4635/180 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 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 96/4635/180 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. Fault masking 2-1
3. Troubleshooting Xerox Client Software installation 3-1
4. Troubleshooting a Novell implementation 4-1
5. Clearing paper misfeeds and jams 5-1
Clearing a feeder tray fault 5-1
Frequent misfeeds 5-3
Clearing paper jams 5-4
Checking job integrity following a paper jam 5-5
Printer areas 5-6
Clearing bypass transport paper jams 5-16
Paper curl and paper jams 5-18
Measuring the paper curl 5-18
Adjusting the decurler lever 5-19
6. Using sample documents 6-1
Listing and printing sample documents 6-1
List Sample Documents 6-1
Print Sample Document 6-2
7. Adjusting print quality and speed 7-1
Installing the custom transfer assist blade 7-1
Correcting skewed printing 7-2
Measuring performance 7-4

TABLE OF CONTENTS
vi XEROX DOCUPRINT 96/4635/180 NPS TROUBLESHOOTING GUIDE
Calculating throughput 7-5
Minimizing the start-up latency 7-7
300 dpi versus 600 dpi performance 7-9
Setting page order 7-10
Product features that affect print quality 7-10
Proprietary PostScript extensions 7-10
Device-dependent operators 7-11
Gray shading—setscreen and setcolorscreen 7-11
Gray shading—settransfer and transfer function 7-11
Smooth curves—setflat 7-12
Invisible strokes—0 setlinewidth 7-12
Scan conversion—fill, eofill, and stroke 7-12
8. Correcting stacking problems 8-1
9. System unresponsive 9-1
Index INDEX-1

XEROX DOCUPRINT 96/4635/180 NPS TROUBLESHOOTING GUIDE vii
Introduction
This Xerox DocuPrint Network Printer Series Troubleshooting Guide
describes how to solve some specific problems that may occur when
you are using the Xerox DocuPrint 96, 4635, or 180 Network Printing
System (NPS).
About this guide
This guide is designed for Xerox DocuPrint 96/4635/180 NPS
operators whose job consists of the routine operation of one of these
systems.
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, “Fault masking,”describes how the Model 96/4635/
180 NPS masks a problem so that the job will continue to print.
•Chapter 3, “Troubleshooting Xerox Client Software installation,”
provides solutions to common problems with software
installation.
•Chapter 4, “Troubleshooting a Novell implementation,”
describes some ways to troubleshoot a Novell implementation
by viewing log messages.
•Chapter 5, “Clearing paper misfeeds and jams,”illustrates how
to clear paper misfeeds and jams from various parts of the
paper path.
•Chapter 6, “Using sample documents,”describes how you can
print sample documents to test the printing capability of your
system.
•Chapter 7, “Adjusting print quality and speed,”provides various
methods for optimizing print quality and speed.
•Chapter 8, “Correcting stacker problems,”provides solutions to
common stacker problems.
•Chapter 9, “System unresponsive,”provides solutions to
specific printer problems.

INTRODUCTION
viii XEROX DOCUPRINT 96/4635/180 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> (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 96/4635/180 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
x XEROX DOCUPRINT 96/4635/180 NPS TROUBLESHOOTING GUIDE

XEROX DOCUPRINT 96/4635/180 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 96, 4635, or 180 NPS
•Serial number for your printing system (a 9-digit alphanumeric
code located on the frame inside the printer, behind the narrow
door to the far left, on the front of the printer).
•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 96/4635/180 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 96/4635/180 NPS TROUBLESHOOTING GUIDE 2-1
2. 2Fault masking
This chapter describes the behavior of the 96/4635/180 NPS while
printing with fault conditions in existence.
The DocuPrint 96, 4635, and 180 NPS enable you to continue
printing while certain faults or conditions exist in parts of the printer
not currently in use. Such faults or conditions are said to be masked.
If, for example, you are printing a job using feeder tray 1 and stacker
bin A, the printer continues printing even if feeder tray 2 is jammed or
if stacker bin B is full.
When there is a masked fault or condition, the Hint icon (a light yellow
circle with an asterisk inside) appears on the printer console and the
Attention light goes on. A message, preceded by an asterisk, also
appears in line 3 of the message area of the printer console. To
display the area containing the masked fault (for example, the
location of the paper jam), touch the Fault List icon (shown below) on
the printer console to display the Fault List screen.
Figure 2-1. Fault List icon

FAULT MASKING
2-2 XEROX DOCUPRINT 96/4635/180 NPS TROUBLESHOOTING GUIDE
Figure 2-2. Fault List screen
The Fault List screen displays any outstanding fault codes and
shows a mimic of the printer; the area containing the masked fault is
highlighted in light yellow. For greatest printer productivity, clear any
masked faults at your earliest opportunity.
When the printer stops because of a fault, display the Fault List
screen after clearing the fault to see if there are any masked faults.
Clear these masked faults before continuing with the print job.
When there is a fault that cannot be masked and therefore causes
the printer to stop, the Fault icon (a dark yellow triangle with an
exclamation point inside) appears on the printer console and the
Attention light flashes. The Fault screen appears on the printer
console, highlighting (in dark yellow) the area(s) of the printer
containing the fault and giving instructions for clearing the fault.
If a fault exists in the system at the time that a masked fault occurs,
the printer console displays only the Fault icon. The remaining
masked fault condition messages still display in the message area of
the printer console.

XEROX DOCUPRINT 96/4635/180 NPS TROUBLESHOOTING GUIDE 3-1
3. 3Troubleshooting Xerox Client
Software installation
If you are unable to install the Xerox Client Software, or if you install
it and all requests submitted 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 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
3-2 XEROX DOCUPRINT 96/4635/180 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 3-1. 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.

XEROX DOCUPRINT 96/4635/180 NPS TROUBLESHOOTING GUIDE 4-1
4. 4Troubleshooting a Novell
implementation
The following tables describe some ways to troubleshoot a Novell
implementation from the log messages that appear in the DocuPrint
NPS log /varnog/DocuPrint.
Table 4-1. 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 it 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 it 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
4-2 XEROX DOCUPRINT 96/4635/180 NPS TROUBLESHOOTING GUIDE
Log message indicates failure
to login 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
only 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 be sure 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 4-1. PSERVER problems (continued)
Problem Probable Cause Resolution

TROUBLESHOOTING A NOVELL IMPLEMENTATION
XEROX DOCUPRINT 96/4635/180 NPS TROUBLESHOOTING GUIDE 4-3
The following table describes troubleshooting RPRINTER problems.
Table 4-2. 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
4-4 XEROX DOCUPRINT 96/4635/180 NPS TROUBLESHOOTING GUIDE