70 Chapter 2 Troubleshooting
Troubleshooting
1. Remove all cartridges, printheads and printhead cleaners (if available). Unload the media. Restart
the printer. If the printer can start normally, insert the consumable one by one until you isolate the
one that is causing the error. Do NOT insert any of the replaced consumable in another printer
2. Restart the printer in Diagnostics Boot Mode and perform the “2.2 Electronics control”. If an elec-
tronic component is identified as faulty, replace it.
• Restart the printer in Diagnostics Boot Mode and Reset the EEROM “2.10 EEPROM reset”. If the
issue is solved by this, this is a data related 79:04 system error and you should follow the
guidelines, refer to previously for Data related SE79:04.
3. If the unit has been used for some time and suddenly has started to show this behavior, replace the
Hard Disk Drive.
4. If the issue is new and the issue happens since the first boot, do NOT replace the HDD.
5. If none of the previous steps solved the issue, escalate the issue with the following information:
• Unit information: S/N, P/N, accessories
• Conditions where the problem occurs and conditions prior to the first occurrence of the problem
• The results of the previous 8 steps
• The System Error detailed information (this can be obtained by pressing CANCEL + Down)
• The printer logs.
Front panel displays 79:04 during printer operation – not while sending jobs
1. Reboot the printer.
2. Upgrade the printer’s firmware. Even if the currently installed firmware version is the latest one, re-
install it.
3. Reset the printer to factory defaults: Go to the Setup icon>Resets>Restore Factory Settings.
4. In order to narrow the scope of the issue, try the following:
a. Disable any unused network protocols
b. Disable SNMP and WebServices.
c. Disable “Sleep mode” from the Service Utilities menu (1.2.6 Sleep Mode)
5. Restart the printer in Diagnostics Boot Mode and perform the “2.2 Electronics control”. If an elec-
tronic component is identified as faulty, replace it.
6. Restart the printer in Diagnostics Boot Mode and Reset the EEROM “2.10 EEPROM Reset”. If the issue
is solved by this, this is a data related 79:04 system error and you should follow the guidelines for
this type error on page 3, Data related SE79:04.
7. Try to identify the combination of settings or actions that led to the system error and try to reach the
same result with a different combination. Escalate the issue to fix the original problem.
8. If none of the previous steps could solve the issue, escalate it with the following information:
• Unit information: S/N, P/N, accessories
• Conditions where the problem occurs and conditions prior to the first occurrence of the prob-
lem
• The result of the previous 8 steps
• The printer information pages (either printed and faxed or obtained through the Embedded
Web Server)
• The System Error detailed information (it can be obtained by pressing CANCEL + Down)
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