Determine the problem source
When the product malfunctions or encounters an unexpected situation, the product control panel alerts you
to the situation. The troubleshooting flowchart helps you diagnose the root cause of the problem. The
remainder of this chapter provides steps for correcting problems.
Troubleshooting flowchart
This flowchart highlights the general processes that you can follow to quickly isolate and solve product
hardware problems.
Each row depicts a major troubleshooting step. A “yes” answer to a question allows you 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 2-1 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 21 and Troubleshooting process for product not turning on
on page 23.
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?
1. Follow the control panel message to resolve the problem.
2. If more information is required to troubleshoot the problem, see
the troubleshooting section of the product user guide.
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 for 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 you try to print an
event log, see the control panel message section of the 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
5
Image quality
Does the print quality meet the customer's
requirements?
Compare the images with the sample defects in the image defect
tables. See the images defects table in the product service manual.
After the print quality is acceptable, see step 6.
Yes
No
6
Interface
Can the customer print successfully from the
host computer?
Verify that all I/O cables are connected correctly and that a valid
IP address is listed on the Jetdirect configuration page.
If error messages display on the control panel when printing an event
log, see the control panel message section of the service manual.
When the customer can print from the host computer, the
troubleshooting process ends.
Yes. This is the end of
the troubleshooting
process.
No
20 Chapter 2 Solve problems ENWW
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