TROUBLESHOOTING GUIDE06/15/2009 PRODUCT CODE: B230/B237/D042 APPLICABLE MODEL: GESTETNER - DSc525/DSc530/DSc520 LANIER - LD425c/LD430c/LD420c RICOH - AFICIO MP C2500/C3000/C2000 SAVIN - C2525/C3030/C2020 GENERAL: The attached document is the Troubleshooting Guide for the B230/B237/D042. 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 ................................................................................ 3 3. CONNECTIVITY .................................................................................. 4 4. PRINTING............................................................................................ 7 5. SCANNING.......................................................................................... 8 6. OPERATION PANEL ........................................................................... 9 7. SECURITY......................................................................................... 10 8. ERROR CODES ................................................................................ 11 9. OPTIONAL UNITS ............................................................................. 12 10. IMAGE PROBLEMS ........................................................................ 15 11. MECHANICAL PROBLEMS............................................................. 16 12. OTHERS.......................................................................................... 17 Copyright 2009 RICOH Americas Corporation. All rights reserved. tpc@r icoh -u sa. co m Page 1 of 19 Do the procedures in the TSB. Note TSB 026 TSB 026 Page 2 of 19 .1.04 or later. Do the procedures in the TSB. PAPER FEED ERRORS Subject Tray errors Jam code 009 Dog eared copies Symptom For PCL jobs if the machine is in sleep mode Duplex mode Before paper transfer. duplex mode Cause Printer firmware The exit guide plate is deformed The exit guide plate is deformed Solution Install version 1. This will make the Toner Near End condition occur later.2. Install version 1. set Sp3-10113 to 16 to a value of “0”.60 or later.081:01 or later. Solution Instruct the users. Engine firmware System_Copy firmware System_Copy firmware The low temperature causes the toner bottle to shrink. COPY PROCESS Subject Insufficient fusing Symptom Machine keeps going during process control When toner near-end ’Replace occurs Toner Cartridge’ at the wrong time ACC “Used Toner Bottle is not set correctly” Not done when the machine is in the Toner Near End condition This symptom occurs more easily under lowtemperature conditions. TSB 022 Page 3 of 19 . TSB 015 Attach the cushion and replace the magnet catch. If this firmware is not available. Install version 1. so the bottle sometimes does not touch the bottle set switch. Note TSB 012r Install version 1. See TSB 015 for details about this.59 or later. Cause The ‘Normal’ setting was used for ‘Middle Thick’ paper. System_copy firmware Install version 1. Websys firmware Install version 1. Netfile firmware Install version 3.3. If settings are changed at the same time as ScanRouter is accessing the machine Some settings are not applied to the target machines User name/user code not shown in the job log Cannot transfer logs if the Document Server is accessed via WebImageMonitor 100 times without a power cycle Cause Network firmware Solution Install version 5. Network firmware Install version 5. Install version 1. Install version 1. Netfile firmware Install version 3. System_copy firmware Websys firmware Install version 1. Network firmware Network firmware Install version 5. Network firmware Printer firmware Install version 5. Websys firmware Install version 1. Note Install version 5. Printer firmware Install version 1.10 or later.17 or later.02 or later.11 or later. user names in Korean) Cannot download stored files Slow.11 or later.49.05 or later. Netfile firmware Install version 3.05 or later. CONNECTIVITY Subject Cannot get IP address Cannot get IP address Cannot get IP address Problems with Netware Web Image Monitor Web Image Monitor Web Image Monitor Web Image Monitor Image ⇒ Web Monitor Image ⇒ Web Monitor Web Image Monitor Web service stalls Web service stalls ⇒ ⇒ ⇒ Web service stalls Web Smart Device Monitor Web Smart Device Monitor Web Smart Device Monitor Symptom Cannot get from DHCP server if Autonet is disabled.02 or later.13 or later.3 or later.05 or later. Websys firmware Install version 1. if SSDP is enabled "Replace Bk PCU" is not displayed If you try to make an IPP Authentication password of 8 two-byte numeric digits If you access Wireless LAN settings -> Refresh when using Firefox or Netscape browsers.62. Cannot get from DHCP server in some cases From a DHCP Server through a DHCP Relay Agent Cannot connect in environments with multiple NetWare servers in the same NDS tree Cannot install SDK application with WIM Custom size can be selected even if disabled with an SP mode ROM updates fail via WebImageMonitor if the Transfer Log Setting is On Garbled characters (filenames.06 or later. Netfile firmware Install version 3.01 or later.12 or later.10 or later. Page 4 of 19 .00 or later.1 or later. Sometimes not available The machine is not registered with a DNS server by a DHCP relay agent Install version 1. Network firmware Network firmware Install version 5.13 or later.8 or later. Install version 5. Note Refer to the B230 Firmware History for more informat ion Install version 5.12 or later. Install version 2. Page 5 of 19 . System_copy firmware Install version 1. Netfile firmware Install version 2.14 or later. The first destination in a 500-destination group is deleted Does not work after controller reset Not sent to SMB or NCP folder paths containing a mix of both 1-byte and 2byte characters.02. many notification emails are then sent out.02.8 or later.70 or later.0 Batch Configuration No reply until power off/on Websys firmware On-Demand E-mail Notification Notification emails Fax Fax Documents not sent to folder Dummy files sent SMB printing DNS If a supply call is generated under certain conditions. Fax firmware Install version 02.2. System_copy firmware Netfile firmware Install version 1.Subject Web Smart Device Monitor 404 Not found Symptom Some entries not shown correctly Cause System_copy firmware Solution Install version 1. Install version 1.62.00 or later.01.01.07 or later. Install version 1.01.60 or later.1 or later.06 or later.00 or later.07 or later.13 or later. Install version 02.8 or later. Install version 1. When accessing the document server in WIM via a single sign-on server Websys firmware System_copy firmware WebDocBox firmware Netfile firmware Printer firmware Fax firmware Install version 1.07 or later. Install version 1. Dummy files entitled "Lost Document" are sent to the ScanRouter server for Sample Print/Hold Print/Locked Print job types.58 or later. Websys firmware 404 error When a user tries to access WebImageMonitor after a restoration of the address book is cancelled 404 error Returned by WIM after the Network "Date and time" setting is firmware configured via a Web SmartDeviceMonitor ver. Install version 2. Netfile firmware Install version 3.09. Connection dropped The Interface Speed is shown as "Link down" if WLAN is enabled. Websys firmware Install version 1.17 or later. address book back-up files cannot be downloaded.1 or later.13 or later. Note Install version 5. Cannot print or deliver documents if the Document Server is accessed via WebImageMonitor 100 times without a power cycle Cause Network firmware Solution Install version 5.02 or later. The "Ethernet speed" setting is not "Auto".66 or later. The hub has link flapping enabled. System_copy firmware Install version 1. Page 6 of 19 . Network firmware Install version 5.13 or later.17 or later.Subject DNS IPP Cannot download files Cannot access network ⇒ Wireless LAN ⇒ NIB summary ⇒ DeskTop Binder Symptom The machine fails to renew with the DDNS server IPP clients do not print to machines that joined the network using mDNS (Bonjour) Using WebImageMonitor in the Safari browser. Network firmware Network firmware Install version 5. 06 or later.13 or later. Page 7 of 19 . Install version 5. Install version 1.17 or later. Printer firmware Install version 1. PRINTING Subject Jobs not printed Jobs not printed ⇒ Jobs not printed Jobs deleted from spool Garbage characters Garbage characters PDF file defective PCL printing PCL printing Symptom If sent before the printer or fax application is not started after power on PCL6 jobs canceled after the machine prints more than 2000 jobs.10 or later. Printer firmware Printer firmware Printer firmware Note Install version 1.05 or later. Install version 1.13 or later. Network firmware Printer firmware Install version 1.05 or later. Jobs submitted from Mac OS via AppleTalk Turning the power off/on causes all jobs that were sent via sftp to be deleted from the sftp spool PCL: After several hundred pages printed without power off PCL jobs with separator pages Adobe Acrobat/RPCS driver: Missing characters or portions of characters Line pitch on print larger than on original Printed page extends beyond border on right hand side Cause Network firmware Solution Install version 5. Network firmware Install version 5.10 or later.4. Printer firmware Install version 1.10 or later. Install version 1.1 or later.62.02.68 or later. Install version 1. Note Page 8 of 19 .5.01. Install version 1.8a or later. Install version 2. SCANNING Subject PDF file defective ⇒ Scan to NCP problems Symptom Size of the file made by the scanner not the same as selected at the op panel Cause Netfile firmware System_copy firmware Netfile firmware System_copy firmware System_copy firmware Scanner firmware Solution Install version 2.60 or later.24 or later. Install version 1.8 or later. Install version 1. Install version 1.00 or later. After selecting a file in the Print Jobs menu After recovery from Energy Saver.56 or later.60 or later. OPERATION PANEL Subject Garbage characters ⇒ Garbage characters ⇒ Cannot select an application button in User Tools and SP mode Buttons grayed out Not working Symptom 2-byte fonts in the Key Display name shown as garbage letters Filenames.6. user names in Korean Occurs when connected to @Remote and the controller board was just changed Cause System_copy firmware Solution Install version 1.67 or later. Page 9 of 19 . Netfile firmware Install version 3.06 or later. the LCD turns black and none of the buttons work Printer firmware System_copy firmware System_copy firmware Note Install version 1. 13 or later. Install version 1.69 or later.7. Printer firmware Install version 1. Note Page 10 of 19 .12 or later.59 or later. if it is 32 characters long. Install version 5. Install version 1. unauthenticated users can access the urls of WIM's Printer Job History. Personal Information Protect (SP5-888001 = 1) cannot prevent users from accessing the urls of WIM's Printer Job History. When they login to the device via Web Image Monitor within about 1 second.10 or later. Windows Vista via SMB Integration server Network firmware All users log in with the same privileges Cannot login Cannot login ⇒ ⇒ ”Proxy error” displayed Login user names not stored Users can change settings without necessary privileges Unauthorized use not logged Unauthenticated access to Web Image Monitor is possible Unauthenticated access to Web Image Monitor is possible Solution Install version 5.10 or later.12 or later. Printer Error Log and Print Job List. Network firmware System_copy firmware After power turned on System_copy firmware Contained a space System_copy firmware Install version 5. Install version 1. Printer Error Log and Print Job List. Install version 1. Copying attempts not logged If Selective User Authentication (SP5420-041) and User Authentication are both enabled. System/Copy firmware Printer firmware Install version 1. SECURITY Subject SSL/TLS Symptom Rollback vulnerability Cause Network firmware Blank SSID SSID is blank in the configuration page.60 or later. Web Image Monitor settings Websys firmware Install version 1.13 or later. Websys firmware Install version 1.66 or later.06 or later. System_copy firmware Install version 1.58 or later. Install version 1.56 or later. System_copy firmware Make sure that the installation procedure is followed exactly. Install version 1. System_copy firmware Install version 1. ERROR CODES Subject ⇒ SC142 SC672 SC687 SC687 SC819 SC819 ⇒ SC868 SC880 SC990 ⇒ SC990 SC990 SC991 SC 997 Symptom Jobs with a lot of pages Jobs with a lot of pages Document server. Install version 1. Printing the SMC. Magazine. Page 11 of 19 .56 or later. VM card firmware Install version 2. 2400 x 600 dpi If IP-FAX is not used for a while in certain network environments.00 or later. Additional G3 firmware Install version 02. if an EFI controller is installed When "VM Platform" is selected in the User Tools menu Cause Engine firmware System_copy firmware System_copy firmware System_copy firmware Solution Install version 1.65 or later. Install version 1.56 or later.10 or later.8.70 or later.69 or later. Power turned off/on during remote firmware update Print job sent to the document server (only if a file format converter is installed) Printing the SMC When installing an embedded RC Gate via a Proxy Server If a job that contains a large amount of data per page is printed in duplex.131:01 or later. Damaged SD card containing the VM option. System_copy firmware Install version 1.56 or later.58 or later. Note Refer to B861 – 002 for more details. System_copy firmware System/Copy firmware Install version 1. Install version 1.02. The card may have been damaged during installation. Configure doesn't launch when Java 6 is installed. Apply 1-RYZ6V.01. Printer Controller E-3000 When printing from Adobe Illustrator.ps for Printer Controller E3000 system version 1. The tray alignment setup menu closes and the Fiery menu goes back to Fiery idle prematurely. Refer to TSB G889 -013 for more information.ps for Printer Controller E-3000 system version 1. Apply 1-RH3HB. Apply 1-T6D99. Prepaid Card: Print job is not counted if External Charge Unit is set to "B&W" only. Apply 1-T3RFE.ps for Printer Controller E5000 system version 1. Apply 1-TWN5S. The patch configuration is incorrect. ⇒ Printer Controller E-3000 ⇒ Printer Controller E-3000 ⇒ Printer Controller E-3000 ⇒ Printer Controller E-3000 ⇒ Printer Controller E-3000 ⇒ Printer Controller E-3000 ⇒ Printer Controller E-3000 ⇒ Printer Controller E-3000 After one or more patches are installed on the E-3000.01.ps for Printer Controller E3000 system version 1. Scanned jobs with LEF direction and saved as JPEG cannot be opened in Adobe Illustrator 10. Backup and Restore was done without installing the patch 1-UWFW3. This cleans up the patch information. Apply 1-RWEUS.ps for Printer Controller E3000 system version 1.9. Apply 1-S38WZ. A job that uses a Custom paper size does not print and the copier displays an incorrect message to load the wrong paper size. Refer to TSB G889 -005 for more information. and not for later patches. but only for the patches listed in the RTB. the print loses color if Composite Overprint is turned on.01.01. Refer to TSB G889 -008 for more information.01. Refer to TSB G889 -003 for more information.ps for Printer Controller E3000 system version 1.ps for Printer Controller E3000 system version 1. Refer to TSB G889 -010 for more information.ps for Printer Controller E5000 system version 1.01. Refer to TSB G889 -014 for more information. OPTIONAL UNITS ⇒ Subject Printer Controller E-3000 Symptom Internet Explorer crashes Cause Solution Apply 1-QWOVA.ps for Printer Controller E5000 system version 1. Refer to TSB G889 -007 for more information.01.01. Printer Controller E-3000 The Euro character overlaps adjacent characters Apply 1-RH3FR.ps for Printer Controller E3000 system version 1. Apply 1-UWFVR. Note Refer to TSB G889 -002 for more information.01. Fiery email print confirmation reply uses incorrect coding of local characters The patch information on the configuration is different from the actual patch configuration. Refer to TSB G889 -009 for more information.01. Page 12 of 19 .ps for Printer Controller E3000 system version 1. Refer to TSB G889 -006 for more information. the system software is not working well. Refer to TSB G889 -004 for more information.01. 19 Refer to TSB G889 .18 Refer to TSB G889 . Refer to TSB G889 . Apply 1.01.01.ZCXHV.5.ps for Printer Controller E3000 system version 1. Apply 1. Cause Solution Apply 1-UCLZQ.17 Page 13 of 19 . Apply 1-UWFVR beforehand as a prerequisite patch.01.107AV6. “Please wait…” stays on the LCD and the system doesn’t come to idle after system installation.ps for Printer Controller E3000 system version 1. Scanning with Platen and Mixed size scan options will destabilizes the scanner Printer Controller E-3000 Printer Controller E-3000 Printer Controller E-3000 Printer Controller E-3000 Printer Controller E-3000 Printer Controller E-3000 Printer Controller E-3000 Print job stops when a fax print job and the file print job are sent at the same time.STKWR.ps for Printer Controller E3000 system version 1.20 Apply 1. Refer to TSB G889 .19 Refer to TSB G889 . Some of the texts are overlapping with each other.16 Apply 1.01.STKWR. Printing a booklet job cancels when user code authentication is set on the copier.01. Refer to TSB G889 . A General SMB operation error occurs when scanning via SMB to a Windows Vista share folder Print Range section is missing from CommandWorkStation job properties under the Job Info section. Refer to TSB G889 . Apply 1-XAUJ3. Use the HDD format utility 1. Apply 1-UWFVR beforehand as a prerequisite patch. Apply 1-UWFVR beforehand as a prerequisite patch. Apply 1-UWFVR beforehand as a prerequisite patch. Apply 1-UWFVR beforehand as a prerequisite patch. Note Refer to TSB G889 -005 for more information.ps for Printer Controller E3000 system version 1. The system software installation tool does not format the Fiery’s hard drive as expected.01.⇒ Subject Printer Controller E-3000 Symptom PS: Printing stops in the middle Printer Controller E-3000 The image on the second copy of a print is rotated 90 degrees when printing a job from Illustrator CS3 on OSX10.15 Apply 1-VXUKA. Apply 1-UWFVR beforehand as a prerequisite patch.ZCXHV.01. Refer to TSB G889 .ps for Printer Controller E3000 system version 1.20 Apply 1.ps for Printer Controller E3000 system version 1. Apply 1-UWFVR beforehand as a prerequisite patch.01.ps for Printer Controller E3000 system version 1.0 as explained in the TSB.ps for Printer Controller E3000 system version 1. The card may have been damaged during installation.10 or later. Make sure that the installation procedure is followed exactly. Reset some SP Modes and try to install again. stapling and punching Booklet finisher firmware VM card VM card VM card VM Card VM Card VM Card Booklet finisher Damaged SD card containing the VM option.00 or later. Install version 1. A3.⇒ ⇒ Subject Fax Symptom TIFF files not displayed Cause VM card firmware Fax Senders information not set SC868 The VM card cannot be re-installed SDK applications cannot be installed 0301 error at installation Cannot reinstall the card Cannot install SDK applications Fax firmware Jam with thick paper. Note See the TSB 009 for details of the installation procedure.00. The user turned the power OFF before installation finished Solution Install version 2.24 or later. See PUB 077 for details on the SPs to reset. Page 14 of 19 . Install version 03. when viewed or downloaded as PDF via WebImageMonitor.10.49. IMAGE PROBLEMS Subject Bad print quality Top part of the image printed at the bottom Low image density Image cut off Overlapping page images printed ⇒ Pages upside down Symptom PCL raster data: Superimposed images.8 or later.03 or later. The laser optics shutter does not open correctly Fax documents stored in the document server. Install version 2.1 or later.01 or later. etc When using Erase Margin Adjustment Cause Printer firmware Solution Install version 1. 2 jobs stored on the hard disk become a single job with overlapping images Engine firmware Install version 1. Some pages of mixed orientation documents PS3 firmware Install version 1.65 or later.03. System_copy firmware Install version 1.11. Netfile firmware Note See the B230 Firmware History for the conditions when this occurs Page 15 of 19 .01 or later. System_copy firmware Install version 1. Solution Do the procedure in the TSB Note TSB 011R Do the procedure in the TSB. or turn the sheet around. MECHANICAL PROBLEMS ⇒ Subject Noise Symptom Grinding/moaning sound from the drum unit Noise Medium to high-pitched moaning sound (450Hz) from the ITB cleaning unit Damaged platen cover A small area on the lower front edge of the platen cover sheet is damaged. The sheet is gradually worn down because the user always touches it when opening/closing the cover. Page 16 of 19 . Damaged duplex unit Parts connecting the duplex unit and the machine are damaged Cause The temperature inside the drum unit rises. TSB 011R Temporary: Cover the damaged part with tape.11. causing the lubrication blade to vibrate. The operator leans on the duplex unit opening. The exit seal was made too thick.. which increases the contact pressure on the ITB. Modified sheet: P/N G3291371 TSB G329001R Refer to TSB B230 – 027 for more information. Permanent: Install the modified platen cover sheet Do the procedures in TSB 027. 66 or later.3 or later. Printer firmware Install version 1. Install version 1.66 or later. Printer firmware Install version 1.10 or later.12. See B230 Firmware History for details. Install version 1.07 or later.08 or later.22 or later. Scanner firmware System_Copy firmware System_Copy firmware Install version 1.10 or later.20 or later.04 or later. Scanner firmware System_copy firmware Install version 1.08 or later. a Java SDK application is accessed from Extended Feature Settings on the operation panel.g. Printer firmware Install version 1. OTHERS Subject The machine stalls The machine stalls The machine stalls The machine stalls Machine freezes Machine freezes Machine freezes Machine freezes Machine freezes Machine freezes Machine freezes Machine freezes Symptom If certain operations are done several times from WIM without cycling the power. Printer firmware Install version 1.49. Note See B230 Firmware History for details. Install version 1. external counter that decrements PCL jobs containing character codes that are not on the font SD card Jobs containing bitmapped PCL fonts Waking up from sleep mode Printing with DOS unit enabled Rebooting after remote firmware update During a PCL job Cause Network firmware Solution Install version 5.01 or later. Printer firmware Install version 1. HPGL syntax error After waking from sleep mode (for machines that have an SNTP server) Soon after a power cycle. Locked Print) while the ScanRouter capture function is enabled Duplex. A user tries to print a stored job (e. Page 17 of 19 . EFI controller.11. Engine firmware Install version 1. 1 or later. Some SP settings are wrong Engine firmware New firmware Install version 1. Scanner firmware Install version 1. Install version 1.01 or later. Scanner firmware Install version 1.49.06 or later. Page 18 of 19 . Install version 1.09.8 or later.07 or later.10 or later. ARDF firmware Install version 2. Web Image Monitor: Russian Polish Russian (reports not output in Russian) If "Clear Modes" is selected while the machine prepares the preview display "Total Printouts: Scanner(Scanner)" in the csv file created by SDM for Admin contains all zeroes. Install version 1.75 or later. Websys firmware Websys firmware Websys firmware Websys firmware Websys firmware Language firmware Printer firmware System_copy firmware Note See B230 Firmware History for details.11. Install version 1. Install version 1.⇒ ⇒ Subject Machine freezes Machine freezes Machine freezes The scanner application stalls The scanner application stalls Wording errors Wording errors Wording errors Wording errors Wording errors Wording errors Wording errors Incorrect language Cannot turn the machine off Counters PM alert not at the default value Symptom Some LPR jobs cause a stall if the USB interface is disabled. Install version 1. Install version 1.33.05 or later. Netfile firmware Install version 2. After waking from sleep mode (for machines that have an SNTP server) Waking up from sleep mode Cause Network firmware Solution Install version 5. Menu list) Chinese: 8k paper size not shown correctly Web Image Monitor: Several languages Web Image Monitor: Russian Turkish Printer firmware Install version 1. "Processing" is displayed in the operation panel.03 or later.01.20 or later.17 or later. PCL job is submitted via sftp while the printer spooler or sftp spooler are stopped.06 or later.04 or later. If it mis-detects the size of the original during a job set for "Original Feed Type/Stamp" and "Mixed Sizes".3 or later. Swedish (Config page.17 or later.22 or later. Network firmware Install version 5. Install version 0. ⇒ Subject Job history ⇒ Job history ⇒ The machine beeps at the wrong time Some jobs not shown in job history No recovery from energy saver mode No recovery from energy saver mode Setting returns to default after power on copy ⇒ Cannot files Symptom Stored files (e.70 or later.g. the "Maintenance" mark and error LED blink and cannot be stopped.23 or later. VM Card C firmware Install version 2.1 or later. Scanner firmware Install version 1..03.00 or later.10 or later.10 or later. Install version 1.09. Note Page 19 of 19 . Locked Print). VM card firmware Install version 2. "Blank Page Print" (User Tools->Printer Features->System) reverts to its default (ON) System_copy firmware Install version 1..1 or later. if a hard disk is installed When accessed by a server application Websys firmware Install version 1.62. Printer firmware Install version 1. After using the operation switch to recover from Economy Mode.g.09 or later. Fax firmware Stored jobs (e. locked print) not shown Destinations of scans are not shown Cause System_copy firmware Solution Install version 1.