Procedure before starting the 9yy service checks
Retrieve certain information that helps your next level of support in diagnosing the problem before replacing
the controller board.
Warning—Potential Damage:
Do not replace the controller board unless instructed by your next level of
support.
Collect the history information and firmware logs (Fwdebug and logs.tar.gz) from the SE menu.
Collect the settings from the Menu Settings Page.
Collect information from the user.
Note:
Not all of the items are retrievable from the printer that you are working on.
A. Collecting the history information from the SE menu
Note:
Make sure that your printer is connected to a network or to a print server.
Open a web browser, type
http://printer_IP_address/se
, and then press
Enter
.
Notes:
•
printer_IP_address
is the TCP/IP address of the printer.
•
se
is required to access the printer diagnostic information.
Click
History Information
, copy all information, and then save it as a text file.
E-mail the text file to your next level of support.
B. Collecting the firmware logs (Fwdebug and logs.tar.gz) from the SE menu
Notes:
•
Make sure that your printer is connected to a network or to a print server.
•
Some printers are designed to restart automatically after a 9yy error. On these printers, you can retrieve
the secondary crash code information using the SE menu.
Open a web browser, type
http://printer_IP_address/se
, and then press
Enter
.
Click
Logs Gzip Compressed
.
Note:
A logs.tar.gz file is saved to the Downloads folder. The file may take several minutes to save. You
may rename the file if a logs.tar.gz already exists in the Downloads folder.
E-mail the logs to your next level of support.
Note:
To download the FWdebug log to a flash drive, see
“General SE” on page 287
.
Diagnostics and troubleshooting
234
Step 6
Replace the controller board. See
“550-sheet tray controller
board assembly removal” on page 422
.
Does the problem remain?
Contact the next
level of support.
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