Xerox DocuPrint 92C IPS User manual

Xerox DocuPrint 92C IPS
Troubleshooting Guide
Version 7.1
August 2000
721P89160

Xerox Corporation
Printing Systems Documentation and Education
701 South Aviation Boulevard, ESM1-058
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: 721P89160
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 typographical errors will be corrected in
subsequent editions.

XEROX DOCUPRINT 92C IPS 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.



iv XEROX DOCUPRINT 92C IPS TROUBLESHOOTING GUIDE
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.
•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
representative or operating company.



XEROX DOCUPRINT 92C IPS TROUBLESHOOTING GUIDE v
Table of contents
Laser safety iii
Ozone information iii
Operation safety iv
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
Preparing your system for remote service 1-2
Enabling your modem 1-3
Disabling your modem 1-3
2. Clearing paper misfeeds and jams 2-1
Clearing a feeder tray fault 2-2
Frequent misfeeds 2-4
Clearing paper jams 2-6
Job recovery 2-9
Printer jam clearance areas 2-9
Clearing paper jams from areas 1 and 1A 2-10
Clearing paper jams from areas 2 and 2A 2-12
Clearing paper jams from area 3 2-14
Clearing paper jams from area 4 2-15
Clearing paper jams from area 5 2-17
Clearing paper jams from areas 6 and 6A 2-19
Clearing paper jams from area 7 2-20
Clearing paper jams from area 8 2-21
Clearing paper jams from area 9 2-22
Clearing stacker tray paper jams (dual stacker) 2-23
Clearing stitcher/stacker paper jams (areas A and B) 2-24
Clearing bypass transport paper jams 2-25
Adjusting dual stacker tray scuffer arms 2-26
3. Correcting stacker problems 3-1

TABLE OF CONTENTS
vi XEROX DOCUPRINT 92C IPS TROUBLESHOOTING GUIDE
4. System unresponsive 4-1
Index INDEX-1

XEROX DOCUPRINT 92C IPS TROUBLESHOOTING GUIDE vii
Introduction
This Xerox DocuPrint 92C IPS Troubleshooting Guide describes how
to solve some specific problems that may occur when you are using
the printing system.
About this guide
This guide is designed for Xerox DocuPrint 92C IPS 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, and provides
information on using the Sixth Sense Technology.
•Chapter 2, “Clearing paper misfeeds and jams,”illustrates how
to clear paper misfeeds and jams from various parts of the
paper path.
•Chapter 3, “Correcting stacker problems,”provides solutions to
common stitcher/stacker and dual stacker problems.
•Chapter 4, “System unresponsive,”provides solutions to
specific printer problems.
An index is provided at the back of the guide.

INTRODUCTION
viii XEROX DOCUPRINT 92C IPS 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 <ENTER>).
•<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.
•“Enter”—Within procedures, the two-step process of keying in
data and pressing <ENTER> (for example, enter y).
•Italics —Document and library names are shown in italics (for
example, the Xerox DocuPrint 92C IPS Troubleshooting Guide).
•Capitalization of graphical user interface (GUI) window titles
matches the titles as they appear on the screen. In cases where
a window does not have a title, it is referenced using all lower
case. For example:
—At the graphical user interface, use the Output
Configuration window to group the trays.
—The main window displays the current system status.
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 could affect the
safety of people.


INTRODUCTION
XEROX DOCUPRINT 92C IPS TROUBLESHOOTING GUIDE ix
Related publications
This document is part of the Xerox DocuPrint IPS publication set.
Xerox documents Following is a list of all Xerox DocuPrint IPS documents. For a
complete list and description of available Xerox documentation, refer
to the Xerox Customer Documentation Catalog (publication number
610P17517), or call your service representative.
Application Programmer/System Administrator Quick Reference
Card
Customer Information Quick Reference Card
Generic MICR Fundamentals Guide
Glossary
Guide to Configuring and Managing the System
Guide to Performing Routine Maintenance
Helpful Facts About Paper
Installation Planning Guide
Master Index
Messages Guide
Solutions Guide
System Overview Guide
Troubleshooting Guide
Xerox Standard Font Library Font User Guide
The documentation set also includes an electronic version, the
DocuPrint IPS Interactive Customer Documentation CD.
IBM documents Following are related IBM documents. Contact your local IBM
representative for ordering instructions for IBM AFP/PSF manuals
that might be useful for your specific installation.
IBM 3825 Page Printer Product Description
IBM Intelligent Printer Data Stream Reference
IBM Advanced Function Presentation Printer Summary
IBM ITSC Distributing AFP Printing from a Host System
IBM Advanced Function Printing Data Stream Reference
IBM Data Stream and Object Architectures: Mixed Object Document
Content Architecture Reference
Guide to Advanced Function Presentation

INTRODUCTION
xXEROX DOCUPRINT 92C IPS TROUBLESHOOTING GUIDE

XEROX DOCUPRINT 92C IPS 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 IPS
•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 92C IPS 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 user-
friendly suite of tools that allow service personnel to connect with a
customer system and evaluate its performance while the system is
being used. The Customer Service Engineer (CSE) 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.
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.
Preparing your system for remote service
When making a service call, your Service Representative may ask
you to prepare your system for a remote service. If so, follow these
steps:
1. Upon request, provide the service representative with your
modem telephone number.
2. At the graphical user interface, place the system offline. This
will prohibit the printer from running a job while the service
representative is analyzing your IPS system.
3. Enable the modem (see “Enabling your modem”section later in
this chapter).
4. Answer the service representative’s questions as appropriate,
and make sure that no operators, users, or administrators use
the system while the service takes place.
5. When the service is complete, disable the modem (see
“Disabling your modem”section later in this chapter).
6. Place the system back online.

CALLING FOR SERVICE
XEROX DOCUPRINT 92C IPS TROUBLESHOOTING GUIDE 1-3
Enabling your modem
Enable your modem at the graphical user interface following these
steps:
1. Select the Configuration pull-down menu of the IPS main
window.
2. Select the Modem Enable/Disable menu item.
3. At the Modem Enable/Disable window, select Enabled, then
click Apply.
Figure 1-1. Modem Enable/Disable window
4. At the Password window, enter the root password, then confirm
your entry.
Disabling your modem
Disable your modem at the graphical user interface following these
steps:
1. Select the Configuration pull-down menu of the IPS main
window.
2. Select the Modem Enable/Disable menu item.
3. At the Modem Enable/Disable window, select Disabled, then
click Apply.

CALLING FOR SERVICE
1-4 XEROX DOCUPRINT 92C IPS TROUBLESHOOTING GUIDE

XEROX DOCUPRINT 92C IPS TROUBLESHOOTING GUIDE 2-1
2. 2Clearing 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 PAPER MISFEEDS AND JAMS
2-2 XEROX DOCUPRINT 92C IPS TROUBLESHOOTING GUIDE
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
XEROX DOCUPRINT 92C IPS TROUBLESHOOTING GUIDE 2-3
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.

CLEARING PAPER MISFEEDS AND JAMS
2-4 XEROX DOCUPRINT 92C IPS TROUBLESHOOTING GUIDE
Frequent misfeeds
Frequent misfeeds may be caused by a glazed feed belt, especially
if one tray feeds the same kind of paper better than another tray
does. (Glazing is caused by a buildup of the chemicals found on most
papers.)
If you suspect that the belt is glazed, try cleaning it with film remover
obtained from your service representative.
Caution: Clean the feed belt only to correct misfeeds, not as
routine maintenance. Because the belt is rubber, frequent cleaning
dries it out and makes it fail prematurely.
1. Clear any misfeeds that have occurred, but do not latch the
paper feeder assembly. If necessary, unlatch it by pressing
down on the bright green lever on the right side of the paper
tray.

CLEARING PAPER MISFEEDS AND JAMS
XEROX DOCUPRINT 92C IPS TROUBLESHOOTING GUIDE 2-5
2. Lightly moisten a lint-free towel with film remover and
thoroughly wipe the outside surface of the feed belt in the same
direction as the ribs on the belt. (Wiping from side to side might
pull the belt off its track.) Allow a few seconds for the film
remover to evaporate.
3. Latch the paper feeder assembly by pressing down on the
bright green dot. Slide the paper tray completely back into the
printer.
Operate the system as usual. If you continue to experience misfeeds,
place a service call.

CLEARING PAPER MISFEEDS AND JAMS
2-6 XEROX DOCUPRINT 92C IPS TROUBLESHOOTING GUIDE
Clearing paper jams
Paper sometimes jams as it leaves the feeder trays or moves through
the paper path. You must clear the paper jam before you can
continue to print. The two illustrations below show the areas along
the paper path in which jams may occur.
Figure 2-1. Areas along the simplex paper path
Figure 2-2. Areas along the duplex paper path