Troubleshooting process
When the product malfunctions or encounters an unexpected situation, the product control panel alerts you
to the situation. This chapter contains information to help diagnose and solve problems.
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Use the pre-troubleshooting checklist to evaluate the source of the problem and to reduce the number
of steps that are required to fix the problem.
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Use the troubleshooting flowchart to pinpoint the root cause of hardware malfunctions. The flowchart
guides you to the section of this chapter that contains steps for correcting the malfunction.
Before beginning any troubleshooting procedure, check the following issues:
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Are supply items within their rated life?
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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.
Pre-troubleshooting checklist
The following table includes basic questions to ask the customer to quickly help define the problem(s).
General topic Questions
Environment
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Is the product installed on a solid, level surface (± 1°)?
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Is the power-supply voltage within ± 10 volts of the specified power source?
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Is the power-supply plug inserted in the product and the outlet?
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Is the operating environment within the specified parameters?
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Is the product exposed to ammonia gas, such as that produced by diazo copiers or
office cleaning materials?
NOTE: Diazo copiers produce ammonia gas as part of the copying processes.
Ammonia gas (from cleaning supplies or a diazo copier) can have an adverse effect
on some product components (for example, the toner cartridge OPC).
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Is the product exposed to direct sunlight?
Paper
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Does the customer use only supported paper?
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Is the paper in good condition (no curls, folds, or distortion)?
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Is the paper stored correctly and within environmental limits?
Input trays
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Is the amount of paper in the tray within specifications?
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Is the paper correctly placed in the tray?
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Are the paper guides aligned with the stack?
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Is the tray correctly installed in the product?
Toner cartridge
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Is the toner cartridge installed correctly?
Transfer unit and fuser
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Are the transfer unit and fuser installed correctly?
Covers
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Is the front cover closed?
18 Chapter 2 Solve problems ENWW
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