Troubleshooting process
Determine the problem source
When the product malfunctions or encounters an unexpected situation, the product control panel alerts the
user to the situation. This section contains a pre-troubleshooting checklist to filter out many possible causes
of the problem. Use the troubleshooting flowchart to help diagnose the root cause of the problem. The
remainder of this chapter provides steps for correcting problems.
●
Use the troubleshooting flowchart to pinpoint the root cause of hardware malfunctions. The flowchart
provides guides to the section of this chapter that contain steps tocorrect the malfunction.
Before beginning any troubleshooting procedure, check the following issues:
●
Are supply items within their rated life?
●
Does the configuration page reveal any configuration errors?
NOTE: The customer is responsible for checking supplies and for using supplies that are in good condition.
Troubleshooting flowchart
This flowchart highlights the general processes to follow to quickly isolate and solve product hardware
problems.
Each row depicts a major troubleshooting step. Follow a “yes” answer to a question to proceed to the next
major step. A “no” answer indicates that more testing is needed. Go to the appropriate section in this chapter,
and follow the instructions there. After completing the instructions, go to the next major step in this
troubleshooting flowchart.
Table 2-8 Troubleshooting flowchart
1
Power on
Is the product on and does a readable message
display?
Follow the power-on troubleshooting checks. See Power subsystem
on page 125.
After the control panel display is functional, see step 2.
Yes
No
2
Control panel
messages
Does the message Ready display on the control
panel?
After the errors have been corrected, go to step 3.
Yes
No
3
Event log
Open the Troubleshooting menu and print an
event log to see the history of errors with this
product.
Does the event log print?
If the event log does not print, check for error messages.
If paper jams inside the product, see the jams section of the product
service manual.
If error messages display on the control panel when trying to print an
event log, see the control panel message section of the product
troubleshooting service manual.
After successfully printing and evaluating the event log, see step 4.
Yes
No
4
Information pages
Open the Reports menu and print the
configuration pages to verify that all the
accessories are installed.
Are all the accessories installed?
If accessories that are installed are not listed on the configuration
page, remove the accessory and reinstall it.
After evaluating the configuration pages, see step 5.
Yes
No
124 Chapter 2 Solve problems ENWW
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