38 Chapter 1 Troubleshooting
Troubleshooting
2. Replace the memory
3. Replace the HDD
4. Escalate the issue before replacing any additional parts.
Troubleshooting based on symptoms
This section will describe which troubleshooting steps to perform for a 79:04 system error based on the
symptoms of the issue. Perform each step as it appears in the list and only move on to the next step once
you are sure the 79:04 error has not been cleared:
Front panel displays 79:04 at Start-up
• Reboot the printer twice. If the System error has been caused by a job because its in an incorrect
format, rebooting twice will clear the error (the first time after reboot, the printer will attempt to print
the job again, and this will cause the error to re-appear). If rebooting the printer twice solves the
issue, then it is an issue related to the job and you should refer to page 2, Job related SE79:04.
• Upgrade the printer’s firmware. Even if the currently installed firmware version is the latest one, re-
install it. Since the printer cannot start normally, you will need to upgrade the firmware while
booting the printer in Diagnostics Boot Mode. For this, a special file and a special upgrade process
will be needed. You can find the specific information for the printer model you are troubleshooting
on page 13, Appendix A .
• Disconnect the network cable and restart the printer. If this solves the problem, then it is a network
related 79:04 and you should follow the guidelines for this type of 79:04 on page 4, Network
related SE79:04
1. Remove all cartridges, printheads and printhead cleaners (if available). Unload the media. Restart
the printer. If the printer can start normally, insert the consumables one by one until you isolate the
one that is causing the error. Do NOT insert any of the replaced consumables in another printer
2. Restart the printer in Diagnostics Boot Mode and perform the “Electronics test”. If an electronic com-
ponent is identified as faulty, replace it.
• Restart the printer in Diagnostics Boot Mode and Reset the EEROM. If the issue is solved by
this, this is a data related 79:04 system error and you should follow the guidelines, refer to
page 3, 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 (it may be included with the Formatter in some models).
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
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