06/15/2009
PRODUCT CODE:
B230/B237/D042
APPLICABLE MODEL:
GESTETNER - DSc525/DSc530/DSc520
LANIER - LD425c/LD430c/LD420c
RICOH - AFICIO MP C2500/C3000/C2000
SAVIN - C2525/C3030/C2020
GENERAL:
The attached document is the Troubleshooting Guide for the B230/B237/D042. Please use this guide as a
supplement to your service manual.
Revised items appear in bold typeface.
TABLE OF CONTENTS:
1. PAPER FEED ERRORS ...................................................................... 2
2. COPY PROCESS ................................................................................ 3
3. CONNECTIVITY .................................................................................. 4
4. PRINTING............................................................................................ 7
5. SCANNING.......................................................................................... 8
6. OPERATION PANEL ........................................................................... 9
7. SECURITY......................................................................................... 10
8. ERROR CODES ................................................................................ 11
9. OPTIONAL UNITS ............................................................................. 12
10. IMAGE PROBLEMS ........................................................................ 15
11. MECHANICAL PROBLEMS............................................................. 16
12. OTHERS.......................................................................................... 17
Page 1 of 19
Symptom
For PCL jobs if the machine
is in sleep mode
Duplex mode
Before paper transfer; duplex
mode
Cause
Printer firmware
The exit guide
plate is deformed
The exit guide
plate is deformed
Solution
Install version 1.04 or
later.
Do the procedures in
the TSB.
Do the procedures in
the TSB.
Note
TSB 026
TSB 026
Page 2 of 19
2. COPY PROCESS
Subject
Insufficient
fusing
Symptom
Machine
keeps going
during
process
control
When toner near-end
Replace
occurs
Toner
Cartridge
at the
wrong time
ACC
Used
Toner
Bottle is not
set
correctly
Cause
The Normal
setting was used
for Middle Thick
paper.
Engine firmware
System_Copy
firmware
System_Copy
firmware
The low
temperature
causes the toner
bottle to shrink, so
the bottle
sometimes does
not touch the
bottle set switch.
Solution
Instruct the users.
Note
TSB 012r
TSB 015
TSB 022
Page 3 of 19
3. CONNECTIVITY
Subject
Cannot get
IP address
Cannot get
IP address
Cannot get
IP address
Problems
with Netware
Web Image
Monitor
Web Image
Monitor
Web Image
Monitor
Web Image
Monitor
Image
Web
Monitor
Image
Web
Monitor
Web Image
Monitor
Web service
stalls
Web service
stalls
Web service
stalls
Web Smart
Device
Monitor
Web Smart
Device
Monitor
Web Smart
Device
Monitor
Symptom
Cannot get from DHCP
server if Autonet is
disabled.
Cannot get from DHCP
server in some cases
From a DHCP Server
through a DHCP Relay
Agent
Cannot connect in
environments with
multiple NetWare servers
in the same NDS tree
Cannot install SDK
application with WIM
Custom size can be
selected even if disabled
with an SP mode
ROM updates fail via
WebImageMonitor if the
Transfer Log Setting is On
Garbled characters
(filenames, user names in
Korean)
Cannot download stored
files
Slow, if SSDP is enabled
"Replace Bk PCU" is not
displayed
If you try to make an IPP
Authentication password
of 8 two-byte numeric
digits
If you access Wireless
LAN settings -> Refresh
when using Firefox or
Netscape browsers,
If settings are changed at
the same time as
ScanRouter is accessing
the machine
Some settings are not
applied to the target
machines
User name/user code not
shown in the job log
Cannot transfer logs if the
Document Server is
accessed via
WebImageMonitor 100
times without a power
cycle
Cause
Network
firmware
Solution
Install version 5.10 or later.
Network
firmware
Network
firmware
Network
firmware
System_copy
firmware
Websys
firmware
System_copy
firmware
Netfile firmware
Netfile firmware
Network
firmware
Printer firmware
Note
Websys
firmware
Websys
firmware
Netfile firmware
Websys
firmware
Printer firmware
Netfile firmware
Page 4 of 19
Subject
Web Smart
Device
Monitor
404 Not
found
Symptom
Some entries not shown
correctly
Cause
System_copy
firmware
Solution
Install version 1.62.1 or later.
Websys
firmware
System_copy
firmware
WebDocBox
firmware
Netfile firmware
Printer firmware
Fax firmware
Websys
firmware
404 error
404 error
On-Demand
E-mail
Notification
Notification
emails
Fax
Fax
Documents
not sent to
folder
Dummy files
sent
SMB printing
DNS
If a supply call is
generated under certain
conditions, many
notification emails are
then sent out.
The first destination in a
500-destination group is
deleted
Does not work after
controller reset
Not sent to SMB or NCP
folder paths containing a
mix of both 1-byte and 2byte characters.
Dummy files entitled "Lost
Document" are sent to the
ScanRouter server for
Sample Print/Hold
Print/Locked Print job
types.
Sometimes not available
The machine is not
registered with a DNS
server by a DHCP relay
agent
Note
Refer to
the
B230
Firmware
History
for more
informat
ion
System_copy
firmware
Fax firmware
System_copy
firmware
Netfile firmware
Netfile firmware
Network
firmware
Network
firmware
Page 5 of 19
Subject
DNS
IPP
Cannot
download
files
Cannot
access
network
Wireless LAN
NIB summary
DeskTop
Binder
Symptom
The machine fails to
renew with the DDNS
server
IPP clients do not print to
machines that joined the
network using mDNS
(Bonjour)
Using WebImageMonitor
in the Safari browser,
address book back-up
files cannot be
downloaded.
The hub has link flapping
enabled.
The "Ethernet speed"
setting is not "Auto".
Connection dropped
The Interface Speed is
shown as "Link down" if
WLAN is enabled.
Cannot print or deliver
documents if the
Document Server is
accessed via
WebImageMonitor 100
times without a power
cycle
Cause
Network
firmware
Solution
Install version 5.13 or later.
Network
firmware
Websys
firmware
System_copy
firmware
Network
firmware
Network
firmware
Netfile firmware
Note
Page 6 of 19
4. PRINTING
Subject
Jobs not
printed
Jobs not
printed
Jobs not
printed
Jobs
deleted
from spool
Garbage
characters
Garbage
characters
PDF file
defective
PCL
printing
PCL
printing
Symptom
If sent before the printer
or fax application is not
started after power on
PCL6 jobs canceled
after the machine prints
more than 2000 jobs.
Jobs submitted from
Mac OS via AppleTalk
Turning the power off/on
causes all jobs that were
sent via sftp to be
deleted from the sftp
spool
PCL: After several
hundred pages printed
without power off
PCL jobs with separator
pages
Adobe Acrobat/RPCS
driver: Missing
characters or portions of
characters
Line pitch on print larger
than on original
Printed page extends
beyond border on right
hand side
Cause
Network firmware
Solution
Install version 5.10 or
later.
Printer firmware
Network firmware
Network firmware
Printer firmware
Printer firmware
Printer firmware
Printer firmware
Printer firmware
Note
Page 7 of 19
5. SCANNING
Subject
PDF file
defective
Scan to
NCP
problems
Symptom
Size of the file made by
the scanner not the
same as selected at the
op panel
Cause
Netfile firmware
System_copy
firmware
Netfile firmware
System_copy
firmware
System_copy
firmware
Scanner firmware
Solution
Install version 2.01.8 or
later.
Install version 1.60 or
later.
Install version 2.02.8a or
later.
Install version 1.62.1 or
later.
Install version 1.68 or
later.
Install version 1.24 or
later.
Note
Page 8 of 19
6. OPERATION PANEL
Subject
Garbage
characters
Garbage
characters
Cannot
select an
application
button in
User Tools
and SP
mode
Buttons
grayed out
Not working
Symptom
2-byte fonts in the Key
Display name shown as
garbage letters
Filenames, user names
in Korean
Occurs when connected
to @Remote and the
controller board was just
changed
Cause
System_copy
firmware
Solution
Install version 1.56 or
later.
Netfile firmware
Printer firmware
System_copy
firmware
System_copy
firmware
Note
Page 9 of 19
7. SECURITY
Subject
SSL/TLS
Symptom
Rollback vulnerability
Cause
Network firmware
Blank SSID
Network firmware
Proxy error
displayed
Login user
names not
stored
Users can
change settings
without
necessary
privileges
Unauthorized
use not logged
Unauthenticated
access to Web
Image Monitor is
possible
Unauthenticated
access to Web
Image Monitor is
possible
Solution
Install version 5.10 or
later.
Install version 5.10 or
later.
Websys firmware
Network firmware
System_copy
firmware
After power turned on System_copy
firmware
Contained a space
System_copy
firmware
Websys firmware
System/Copy
firmware
Printer firmware
Printer firmware
Note
Page 10 of 19
8. ERROR CODES
Subject
SC142
SC672
SC687
SC687
SC819
SC819
SC868
SC880
SC990
SC990
SC990
SC991
SC 997
Symptom
Cause
Engine firmware
System_copy
firmware
System_copy
firmware
System_copy
firmware
Solution
Install version 1.131:01
or later.
Install version 1.56 or
later.
Install version 1.56 or
later.
Install version 1.58 or
later.
Additional G3
firmware
System_copy
firmware
Damaged SD
card containing
the VM option.
The card may
have been
damaged during
installation.
System_copy
firmware
System_copy
firmware
System/Copy
firmware
System_copy
firmware
System_copy
firmware
VM card firmware
Note
Refer to
B861 002
for more
details.
Page 11 of 19
9. OPTIONAL UNITS
Subject
Printer
Controller
E-3000
Symptom
Internet Explorer
crashes
Cause
Solution
Apply 1-QWOVA.ps for Printer Controller E5000 system version 1.01.
Printer
Controller
E-3000
Printer
Controller
E-3000
Printer
Controller
E-3000
Printer
Controller
E-3000
Printer
Controller
E-3000
Printer
Controller
E-3000
Printer
Controller
E-3000
Printer
Controller
E-3000
Printer
Controller
E-3000
Printer
Controller
E-3000
Note
Refer to TSB
G889 -002
for more
information.
Refer to TSB
G889 -003
for more
information.
Refer to TSB
G889 -013
for more
information.
Refer to TSB
G889 -014
for more
information.
Refer to TSB
G889 -004
for more
information.
Refer to TSB
G889 -005
for more
information.
Refer to TSB
G889 -006
for more
information.
Refer to TSB
G889 -007
for more
information.
Refer to TSB
G889 -008
for more
information.
Refer to TSB
G889 -009
for more
information.
Refer to TSB
G889 -010
for more
information.
Page 12 of 19
Subject
Printer
Controller
E-3000
Symptom
PS: Printing stops in the
middle
Printer
Controller
E-3000
Printer
Controller
E-3000
Printer
Controller
E-3000
Printer
Controller
E-3000
Printer
Controller
E-3000
Printer
Controller
E-3000
Printer
Controller
E-3000
Printer
Controller
E-3000
Cause
Solution
Apply 1-UCLZQ.ps for Printer Controller E3000 system version 1.01.
Apply 1-UWFVR beforehand as a
prerequisite patch.
Apply 1-XAUJ3.ps for Printer Controller E3000 system version 1.01.
Note
Refer to TSB
G889 -005
for more
information.
Refer to TSB
G889 - 15
Refer to TSB
G889 - 16
Refer to TSB
G889 - 20
Refer to TSB
G889 - 20
Refer to TSB
G889 - 19
Refer to TSB
G889 - 19
Refer to TSB
G889 - 18
Refer to TSB
G889 - 17
Page 13 of 19
Subject
Fax
Symptom
TIFF files not displayed
Cause
VM card firmware
Fax
Fax firmware
Booklet finisher
firmware
VM card
VM card
VM card
VM Card
VM Card
VM Card
Booklet
finisher
Damaged SD card
containing the VM
option. The card may
have been damaged
during installation.
The user turned the
power OFF before
installation finished
Solution
Install version 2.10 or
later.
Install version
03.00.00 or later.
Make sure that the
installation procedure
is followed exactly.
Reset some SP
Modes and try to
install again.
Note
Page 14 of 19
Overlapping
page images
printed
Pages
upside down
Symptom
PCL raster data:
Superimposed images,
etc
When using Erase
Margin Adjustment
Cause
Printer firmware
Solution
Install version 1.03 or
later.
System_copy
firmware
Engine firmware
Install version
1.11.01 or later.
Install version 2.03.8
or later.
System_copy
firmware
PS3 firmware
Netfile firmware
Note
Page 15 of 19
Subject
Noise
Symptom
Grinding/moaning sound
from the drum unit
Noise
Medium to high-pitched
moaning sound (450Hz)
from the ITB cleaning
unit
Damaged
platen cover
Damaged
duplex unit
Cause
The temperature
inside the drum
unit rises,
causing the
lubrication blade
to vibrate.
The exit seal
was made too
thick, which
increases the
contact pressure
on the ITB.
The sheet is
gradually worn
down because
the user always
touches it when
opening/closing
the cover.
The operator
leans on the
duplex unit
opening.
Solution
Do the procedure in
the TSB
Note
TSB 011R
Do the procedure in
the TSB.
TSB 011R
Temporary: Cover
the damaged part
with tape, or turn the
sheet around.
Permanent: Install
the modified platen
cover sheet
Do the procedures in
TSB 027..
Modified
sheet: P/N
G3291371
TSB G329001R
Refer to TSB
B230 027 for
more
information.
Page 16 of 19
12. OTHERS
Subject
The machine
stalls
The machine
stalls
The machine
stalls
The machine
stalls
Machine
freezes
Machine
freezes
Machine
freezes
Machine
freezes
Machine
freezes
Machine
freezes
Machine
freezes
Machine
freezes
Symptom
If certain operations
are done several
times from WIM
without cycling the
power.
HPGL syntax error
After waking from
sleep mode (for
machines that have
an SNTP server)
Soon after a power
cycle, a Java SDK
application is
accessed from
Extended Feature
Settings on the
operation panel.
A user tries to print a
stored job (e.g.
Locked Print) while
the ScanRouter
capture function is
enabled
Duplex, EFI
controller, external
counter that
decrements
PCL jobs containing
character codes that
are not on the font
SD card
Jobs containing
bitmapped PCL fonts
Waking up from
sleep mode
Cause
Network firmware
Solution
Install version 5.10 or
later.
Printer firmware
Scanner firmware
System_copy
firmware
Printer firmware
Engine firmware
Printer firmware
Printer firmware
Scanner firmware
System_Copy
firmware
System_Copy
firmware
Printer firmware
Note
See B230
Firmware
History for
details.
See B230
Firmware
History for
details.
Page 17 of 19
Subject
Machine
freezes
Machine
freezes
Machine
freezes
The scanner
application
stalls
The scanner
application
stalls
Wording errors
Wording errors
Wording errors
Wording errors
Wording errors
Wording errors
Wording
errors
Incorrect
language
Cannot turn
the machine
off
Counters
PM alert not at
the default
value
Symptom
Some LPR jobs
cause a stall if the
USB interface is
disabled.
"Processing" is
displayed in the
operation panel.
PCL job is submitted
via sftp while the
printer spooler or sftp
spooler are stopped.
If it mis-detects the
size of the original
during a job set for
"Original Feed
Type/Stamp" and
"Mixed Sizes".
After waking from
sleep mode (for
machines that have
an SNTP server)
Waking up from
sleep mode
Cause
Network firmware
Solution
Install version 5.17 or
later.
Network firmware
ARDF firmware
Scanner firmware
Scanner firmware
Swedish (Config
page, Menu list)
Chinese: 8k paper
size not shown
correctly
Web Image Monitor:
Several languages
Web Image Monitor:
Russian
Turkish
Printer firmware
Websys firmware
Websys firmware
Websys firmware
Websys firmware
Websys firmware
Language
firmware
Printer firmware
System_copy
firmware
Note
See B230
Firmware
History for
details.
Netfile firmware
Some SP settings
are wrong
Engine firmware
New firmware
Install version 1.11.01 or
later.
Page 18 of 19
Subject
Job history
Job history
The machine
beeps at the
wrong time
Some jobs not
shown in job
history
No recovery
from energy
saver mode
No recovery
from energy
saver mode
Setting returns
to default after
power on
copy
Cannot
files
Symptom
Stored files (e.g.,
locked print) not
shown
Destinations of scans
are not shown
Cause
System_copy
firmware
Solution
Install version 1.62.1 or
later.
Scanner firmware
Fax firmware
Websys firmware
VM Card C
firmware
System_copy
firmware
Printer firmware
VM card firmware
Note
Page 19 of 19