3. If no anomalies are detected, ask the customer to try to load a different paper type (roll or single
sheet). If the load is successful, check with the customer that the type of paper failing to load is a
supported paper.
4.
If the paper is supported, ask the customer to run the OOP sensor diagnostics (see
2.5 Out-Of-
Paper Sensor on page 110). If the diagnostics fail, the OOP sensor should be replaced, arrange
the shipment of an OOP sensor (CSR A part) to the customer.
5.
If the OOP sensor diagnostics pass, arrange a service engineer visit to diagnose the issue.
Unsuccessful load from the Multi-Sheet Tray
1. Ask the customer to remove all the sheets from the Multi-Sheet Tray, and load only one sheet (A4
or A3). Try to print. If the load is correct, ensure that the customer has not loaded too many sheets
into the tray, also that the paper is supported.
2. Ask the customer to ensure that the Multi-Sheet Tray is well positioned.
3. If one sheet works OK, but it fails with several, it could mean that there is a problem with the Multi-
Sheet Tray. To check this, ask the customer if roll or single sheet can be loaded successfully. If yes,
the Multi-Sheet Tray should be replaced, arrange the shipment of a Multi-Sheet Tray (CSR A part)
to the customer.
4. If it is impossible to load a sheet through the Multi-Sheet Tray, and neither roll nor single sheet can
be loaded, ask the customer to remove the Multi-Sheet Tray and re-check whether there is any
piece of paper stuck in the tray.
5. If no anomalies are detected, ask the customer to run the OOP sensor diagnostics (see
2.5 Out-Of-
Paper Sensor on page 110). If they fail, the OOP sensor should be replaced, arrange the
shipment of an OOP sensor (CSR A part) to the customer.
6. If the OOP sensor diagnostics pass, arrange a service engineer visit to diagnose the issue.
Onsite troubleshooting
The service engineer should first follow the paper troubleshooting procedure in the user's guide, and
also the instructions in this manual given to the customer by the call agent to double-check that the
troubleshooting has been done correctly. In most cases the problem can be solved by following these
instructions. If the problem persists, try the following:
1. Remove covers and check that there is no broken part in the following:
●
Starwheel rail
●
Pinchwheels
●
Strange noise in motor or Drive Roller
●
Upper paper guide is out of place or broken
●
Out-Of-Paper Sensor is badly positioned
2. If any defective or broken part is found, it should be replaced.
62 Chapter 2 Troubleshooting ENWW
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