Oki ES9465 ES9465/ES9475 Troubleshooting Guide
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- Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 1
MULTIFUNCTIONAL DIGITAL COLOR SYSTEMS Troubleshooting Guide ES9465 MFP/ES9475 MFP - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 2
©2013 Oki Data Corporation All rights reserved Under the copyright laws, this manual cannot be reproduced in any form without prior written permission of Oki Data. - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 3
Thank you for purchasing OKI Multifunctional Digital Systems. This manual describes how to troubleshoot the problems that could occur while you are using the equipment. Keep this manual within easy reach, and use it to configure an environment that makes the best use of the OKI MFP's functions. This - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 4
- Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 5
Stitch unit 49 Replacing a Toner Cartridge 51 Replacing a "Near Empty" toner cartridge 53 Replacing the Waste Toner Box 56 Refilling With Staples Stacker 69 Chapter 2 TROUBLESHOOTING FOR COPYING Copying Problems...72 Chapter 3 TROUBLESHOOTING FOR PRINTING Print Job Problems...76 Clearing print - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 6
...83 Print jobs not output ...83 Chapter 4 TROUBLESHOOTING FOR SCANNING Scanning Problems ...86 Cannot E-mail my scans...86 Cannot find the data saved in the shared folder 86 Chapter 5 TROUBLESHOOTING FOR e-Filing e-Filing Web Utility Problems 88 e-Filing Web Utility terminates the session 88 - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 7
Cannot log in using client software 101 Chapter 7 CHECKING THE EQUIPMENT STATUS WITH TopAccess Hardware Status Icons on TopAccess [Device] Tab 104 Error Messages ...106 Error Codes...108 Error codes on print jobs 108 Error codes on transmission and reception 109 Error codes on scan jobs 111 - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 8
6 CONTENTS - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 9
FOR THE HARDWARE 1. This chapter describes how to troubleshoot problems with paper, toner and other finishing processes. This chapter also describes how to supply the paper, toner and staples. When This Screen Is Displayed 8 Messages Displayed on the Touch Panel 10 Clearing a Paper Misfeed - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 10
1 TROUBLESHOOTING FOR THE HARDWARE When This Screen Is Displayed Various screens are displayed on the touch panel depending on the state of the equipment. This section describes how to solve problems with some of the screen examples. Screen Description / Remedy A message appears on the upper part - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 11
is full. Replace it following the guidance on the touch panel. P.56 "Replacing the Waste Toner Box" The equipment requires adjusting by a service technician. Contact your service representative with the error code displayed on the right side of the touch panel. Never attempt to repair, disassemble - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 12
TROUBLESHOOTING FOR THE HARDWARE Messages Displayed on the Touch Panel A message appears on the upper part of the screen to notify users of a problem, etc. The major examples of problems TONER NOT RECOGNIZED) Check the toner cartridge READY (SADDLE STITCH TRAY FULL) Problem Start Guide. Printing - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 13
TROUBLESHOOTING Check DEPARTMENT COUNTER Add paper Call for service Problem Description Staple jam has occurred in set paper, refer to the Copying Guide. Contact your service representative with the error code displayed for periodic maintenance POWER FAILURE ERASING DATA Staple jam has occurred in - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 14
1 TROUBLESHOOTING FOR THE HARDWARE Message Check paper size setting on control panel for MPT. Check the direction or size of the paper. Set the paper on the MPT again. Check the direction or size of the paper on the MPT and press START Reboot the machine Toner near Empty (***) Problem Description - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 15
1.TROUBLESHOOTING FOR THE HARDWARE 1 TROUBLESHOOTING FOR THE HARDWARE Error Codes The error codes indicating the status of the equipment may appear on the touch panel. You can find the listings of these error codes in Chapter 7. P.108 "Error Codes" Messages Displayed on the Touch Panel 13 - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 16
1 TROUBLESHOOTING FOR THE HARDWARE Clearing a Paper Misfeed „ Locating a paper misfeed The equipment stops copying when the original or copy paper is misfed. Paper misfeeds are notified - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 17
FOR THE HARDWARE 1 TROUBLESHOOTING FOR THE HARDWARE „ Clearing a paper misfeed 1 Clear the paper misfeed. . If the sign does not disappear after you have removed the misfed paper, follow the steps as instructed on the touch panel. Do not touch the fuser unit or the metal portion around it. Do - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 18
TROUBLESHOOTING FOR THE HARDWARE ‰ If paper misfeeds occur frequently The following are the common causes of paper misfeeds. If the problem paper and the side or end guide in the tray. y The amount of paper placed in a tray exceeds the limit indicated on the side guide of the tray. „ Paper misfeed - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 19
1 TROUBLESHOOTING FOR THE HARDWARE „ Paper misfeed in the Reversing Automatic Document Feeder (Upper) 1 Raise the lever and open the upper cover. 2 1 2 Remove the original. 3 Turn the inner green dial and remove the misfed original. 4 Raise the green lever and open the transport guide. 5 Raise - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 20
1 TROUBLESHOOTING FOR THE HARDWARE 6 Close the transport guide. 7 Raise the original feeder tray, and remove the original under the tray. 8 Lower the original feeder tray. 9 Close the upper cover. 1 2 „ Paper misfeed in the - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 21
FOR THE HARDWARE 1 TROUBLESHOOTING FOR THE HARDWARE If the paper is misfed on the cover side, remove it as shown in the figure on the right. „ Paper misfeed in - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 22
1 TROUBLESHOOTING FOR THE HARDWARE 2 Remove the misfed paper and close the feeder cover. „ Paper misfeed in the tray 1 Open the paper source tray, and remove the misfed paper. 2 Check that the guide width is correct, there is no folded/curled paper or overloading, and then close the tray. Be sure - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 23
FOR THE HARDWARE 1 TROUBLESHOOTING FOR THE HARDWARE 2 Pull out the right-hand tray and remove the Be sure that the height of the stacked paper does not exceed the line indicated inside of the side guides. „ Paper misfeed in the MPT 1 Move the green paper holding lever toward the outside. The paper - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 24
1 TROUBLESHOOTING FOR THE HARDWARE „ Paper misfeed in the automatic duplexing unit Be careful not to let your fingers be caught between the equipment and the duplexing - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 25
FOR THE HARDWARE „ Paper misfeed on the paper transport path 1 TROUBLESHOOTING FOR THE HARDWARE Be careful not to let your fingers be caught between the equipment and the duplexing unit cover or automatic duplexing unit cover. - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 26
1 TROUBLESHOOTING FOR THE HARDWARE 2 Open the transport guide holding the green knob and then release the misfed paper. Pull the misfed paper up or down as shown in the illustrations depending on the - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 27
FOR THE HARDWARE 1 TROUBLESHOOTING FOR THE HARDWARE 6 When the finisher is installed, close the Bridge Kit cover. 7 Close the automatic duplexing unit cover. „ Paper misfeed in the Bridge Kit 1 - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 28
1 TROUBLESHOOTING FOR THE HARDWARE 2 Remove the misfed paper. 3 Open the cover holding the handle of the Bridge Unit. When the Hole Punch Unit is installed, proceed - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 29
THE HARDWARE 7 Close the Hole Punch Unit cover. 1 TROUBLESHOOTING FOR THE HARDWARE 8 Close the Bridge Kit cover. 9 Close the upper stacker of the finisher. Place your hands on the near and far side of - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 30
1 TROUBLESHOOTING FOR THE HARDWARE 3 Lower the shutter of the paper exit portion and remove the paper. 2 1 4 Open the cover holding the handle of the Bridge Unit. - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 31
THE HARDWARE 8 Close the Hole Punch Unit cover. 1 TROUBLESHOOTING FOR THE HARDWARE 9 Close the Bridge Kit cover. 10 Close the upper stacker of the finisher. Place your hands on the near and far side - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 32
1 TROUBLESHOOTING FOR THE HARDWARE 2 Open the cover of the Hole Punch Unit when it is installed. 3 Open the front cover of the finisher. 4 Remove the misfed - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 33
FOR THE HARDWARE 1 TROUBLESHOOTING FOR THE HARDWARE 7 If the paper size is small, turn the knob shown in the following figures to send the paper, and then remove the - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 34
1 TROUBLESHOOTING FOR THE HARDWARE 11 Close the cover of the Hole Punch Unit when it is installed. 12 Close the front cover of the from the exit side of the Saddle Stitch unit. 2 Open the front cover of the finisher. 3 Holding the green knob, move the guide to the right. 32 Clearing a Paper Misfeed - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 35
FOR THE HARDWARE 1 TROUBLESHOOTING FOR THE HARDWARE 4 Raise the lever and open the upper stacker of the finisher. 2 1 5 Open the cover of the Hole Punch Unit when it is - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 36
1 TROUBLESHOOTING FOR THE HARDWARE The upper stacker of the finisher can also be closed by pressing the right side of the lever. 8 Turn the green knob to lower the paper until it is hidden. 9 Holding the green knob, return the guide to the left. 10 Pull out the Saddle Stitch unit until it - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 37
FOR THE HARDWARE 12 Remove the misfed paper. 1 TROUBLESHOOTING FOR THE HARDWARE 13 Remove the paper from the inside of the Saddle Stitch unit. 14 Close the transport guide. 15 Holding both green knobs with your fingers, open the transport guide on the left. 1 1 16 Lower the two green - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 38
1 TROUBLESHOOTING FOR THE HARDWARE 17 Remove the paper. 18 Raise the two green levers. 2 2 19 Holding both green knobs with your fingers, close the transport guide on the left. 1 1 20 Return the Saddle Stitch unit to its original position. 21 Close the cover of the Hole Punch Unit when it is - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 39
FOR THE HARDWARE 22 Close the front cover of the finisher. 1 TROUBLESHOOTING FOR THE HARDWARE „ Paper misfeed in the Inner Finisher and the Hole Punch Unit 1 Lift up the control panel and then open the front cover - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 40
1 TROUBLESHOOTING FOR THE HARDWARE 5 Return the green lever to its original position. 6 When the Hole Punch Unit is installed and used for punching holes, while pulling - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 41
FOR THE HARDWARE 1 TROUBLESHOOTING FOR THE HARDWARE 10 Remove the misfed paper and then close the upper cover. 2 11 While holding the green lever, open the Hole Punch Unit - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 42
paper from being misfed. Be sure to follow the procedure below. Troubleshooting differs depending on how the paper misfeed has occurred: P.40 "Misfeed on the touch panel. 2 Open the paper source tray, check that the guide width is correct and there is no folded/curled paper or overloading, and then - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 43
FOR THE HARDWARE 1 TROUBLESHOOTING FOR THE HARDWARE 4 Press [YES] when "Cancel print job?" appears. The print job is canceled. If you do not want to cancel the print job - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 44
1 TROUBLESHOOTING FOR THE HARDWARE 7 Press the tray button indicated in the message. detection. In this case, check if: y There is too much space between the paper and the side and end guides of the tray. y You have selected [AUTO (inch)] even though A/B format paper has been placed. y You have - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 45
FOR THE HARDWARE 1 TROUBLESHOOTING FOR THE HARDWARE ‰ Misfeed when making copies or prints (using the MPT) 1 Clear the paper misfeed following the guidance shown on the touch panel. Then - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 46
1 TROUBLESHOOTING FOR THE HARDWARE 3 Check that the guide width is correct and there is no folded/curled paper or overloading, and then close the tray. Be sure that the height of the stacked paper does not exceed the line indicated inside of the side guides. 4 Clear the paper misfeed following the - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 47
1 TROUBLESHOOTING FOR THE HARDWARE Clearing a Staple Jam When a staple jam Saddle Stitch Finisher 1 Open the front cover of the finisher. 2 Remove the staple cartridge. 3 Lower the guide while holding the knob. Do not touch the stapling area. The actual needle point could cause you personal injury - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 48
1 TROUBLESHOOTING FOR THE HARDWARE 5 Holding the knob, raise the guide, and return it to its original position. 6 Remove the staples fallen between the staple cartridge and the staple case or the ones in the staple - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 49
FOR THE HARDWARE 1 TROUBLESHOOTING FOR THE HARDWARE 2 While holding the green lever, move the finisher to the left until it stops. 2 1 3 Open the Hole Punch Unit while pushing the green lever. 4 Remove the staple cartridge. 1 2 5 Lower the guide while holding the knob. Do not touch - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 50
1 TROUBLESHOOTING FOR THE HARDWARE 7 Holding the knob, raise the guide, and return it to its original position. 8 Remove the staples fallen between the staple cartridge and the staple case or the ones in the staple - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 51
the front cover of the finisher. 1 TROUBLESHOOTING FOR THE HARDWARE „ Staple jam in the Saddle Stitch unit 1 Open the front cover of the finisher, and pull out the Saddle Stitch unit until it stops. 2 Remove the staple cartridge. 1 1 3 Raise the guide while holding the knob. 2 2 Do not - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 52
1 TROUBLESHOOTING FOR THE HARDWARE 5 Holding the knob, lower the guide, and return it to its original position. 6 Fit the staple cartridge. Insert the cartridge until it is caught by the latch and secured with a click. 2 2 1 1 7 - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 53
check function and the remote service function notifying your authorized service representative automatically. If you are using a toner cartridge other than the one we recommend, toner is not recognized. If this is a problem for you, please contact your service representative. Remember you will not - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 54
1 TROUBLESHOOTING FOR THE HARDWARE 1 Open the front cover of the equipment. 2 Put your fingers on the right side of the toner cartridge and pull it out supported with your left hand. Never attempt to incinerate toner cartridges. Dispose of used toner cartridges and waste toner boxes in accordance - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 55
FOR THE HARDWARE 1 TROUBLESHOOTING FOR THE HARDWARE 6 Pull out the cleaner until the mark there is not much toner left in a toner cartridge. Some toner is still left in the toner cartridge while the message "Toner near Empty" is displayed. You do not have to replace the toner cartridge yet, but - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 56
1 TROUBLESHOOTING FOR THE HARDWARE 2 Press the [TONER] tab. 3 Press [REPLACE TONER CARTRIDGE]. 4 To replace a toner cartridge, press [YES]. To cancel, press [NO]. If you press [YES], go to the next step. If you press [NO], the previous screen appears. 54 Replacing a Toner Cartridge - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 57
THE HARDWARE 1 TROUBLESHOOTING FOR THE HARDWARE 5 Press the button for the color you intend to replace. 6 To replace the toner cartridge, press [YES]. To cancel, press [NO]. If you press [YES], go to the next step. If you press [NO], the previous screen appears. 7 Replace the toner cartridge. See - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 58
1 TROUBLESHOOTING FOR THE HARDWARE Replacing the Waste Toner Box When the waste toner box becomes full, the symbol for replacement of the waste toner box blinks and the message "Dispose of used toner" appears. Replace the waste toner box following the procedure below. Never attempt to incinerate - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 59
FOR THE HARDWARE 1 TROUBLESHOOTING FOR THE HARDWARE 5 Put the used waste toner box in the plastic bag and seal it with adhesive tape. 3 2 1 6 Clean the LED print head. Perform steps 5 to 11 on P.64 "Cleaning the Main Chargers and LED Print Heads". 7 Push the new waste toner box securely until - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 60
1 TROUBLESHOOTING FOR THE HARDWARE Refilling With Staples Refill with staples according to the following procedures when the staples in the stapler of the finisher and saddle - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 61
FOR THE HARDWARE 1 TROUBLESHOOTING FOR THE HARDWARE 5 Fit the staple cartridge into the stapler. When fitting the staple cartridge, hold the green-labeled portion of the bracket securely so - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 62
1 TROUBLESHOOTING FOR THE HARDWARE 4 Remove the staple cartridge. 5 Take the empty staple case out of the staple cartridge. Pull up the empty staple case while pushing - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 63
FOR THE HARDWARE 1 TROUBLESHOOTING FOR THE HARDWARE 9 Carefully return the finisher to its original position. Do not put your hand or fingers on the top of the finisher when - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 64
1 TROUBLESHOOTING FOR THE HARDWARE 4 After the transparent cover is lifted, take the empty staple case out of the cartridge. 5 Fit the new staple case into the - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 65
1.TROUBLESHOOTING FOR THE HARDWARE 1 TROUBLESHOOTING FOR THE HARDWARE 9 Return the Saddle Stitch unit to its original position. Close the front cover of the finisher. Refilling With Staples 63 - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 66
1 TROUBLESHOOTING FOR THE HARDWARE Cleaning the Main Chargers and LED Print Heads When Proceed to step 13. 3 Put your fingers in the waste toner box front grooves and take it out toward you pushing down the top latch. 234 1 1 1 2 4 Place the waste toner box on a large sheet so as not to dirty the - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 67
FOR THE HARDWARE 1 TROUBLESHOOTING FOR THE HARDWARE 5 Pull down the 4 green levers located under the toner cartridges until they are the cleaner, because the toner on the pad may stick to your hands and the cleaner pad may be stained. 8 Insert the cleaner through the service hole of the developer - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 68
1 TROUBLESHOOTING FOR THE HARDWARE 10 Attach the cleaner with its top on the right and its holding side on the left. 2 1 Check that the cleaner is fixed to the cover. 11 Return the 4 green levers located under the toner cartridges. 12 Push the waste toner box securely until the upper latches - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 69
1 TROUBLESHOOTING FOR THE HARDWARE Cleaning the Hole Punch Dust Bin When the hole punch dust bin becomes full, dispose of the paper punchings following the procedure - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 70
1 TROUBLESHOOTING FOR THE HARDWARE 3 Open the Hole Punch Unit while pushing the green lever. 1 2 4 After moving the hole punch dust bin to the left, pull it - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 71
1 TROUBLESHOOTING FOR THE HARDWARE When Printed Sheets Overflow from the Stacker When thin, small size paper (A4-R/LT-R or smaller) is used, the end of the - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 72
- Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 73
TROUBLESHOOTING FOR COPYING 2. This chapter describes how to troubleshoot the problems on copying and copy output. Copying Problems...72 - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 74
2 TROUBLESHOOTING FOR COPYING Copying Problems See the table below when you have a problem in operating copy function or have an unexpected copy output. Problem Description Cause Corrective Action Functions cannot be set. Another function that is unavailable Some functions cannot be combined. - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 75
Problem Description Copied image has unevenness in the horizontal direction. Cause The main charger is stained. 2 TROUBLESHOOTING FOR COPYING Corrective Action Clean the main charger. P.64 "Cleaning the Main Chargers and LED Print Heads" Copied image has black streaks The scanning area or guides - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 76
- Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 77
This chapter describes how to troubleshoot the problems on printing. Print Job Problems ...76 Clearing print job errors...76 Cannot remember the document password for a Private Print job 77 Printing a document including many graphics takes time 77 Printer Driver Problems ...78 Cannot print (port - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 78
3 TROUBLESHOOTING FOR PRINTING Print Job Problems This section describes how to clear the print jobs errors. „ Clearing print job errors Problem Description A print job error occurs and [JOB STATUS] blinks when the paper on the touch panel and press the [START] button. 76 Print Job Problems - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 79
PRINTING 3 TROUBLESHOOTING FOR PRINTING „ Cannot remember the document password for a Private Print job Problem Description I Guide. „ Printing a document including many graphics takes time Problem Description It takes time to print a document including many graphics from a PCL Printer Driver - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 80
3 TROUBLESHOOTING FOR PRINTING Printer Driver Problems This section describes the troubleshooting for the printer drivers. For the error messages that appear during the installation of the printer drivers, refer to the Software Installation Guide. „ Cannot print (port setting problems) Problem - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 81
FOR PRINTING 3 TROUBLESHOOTING FOR PRINTING „ Retrieval of printer configuration failed Problem Description When accessing the printer properties, the message "Retrieval of printer configuration failed" is displayed. Corrective Action The printer driver cannot communicate with the - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 82
of network printing, such as creating print servers and attaching the print Next Step Ø Ö Refer to the Software Installation Guide. queue? 4 If you set up Novell print services, can you see the Refer to your Novell PCONSOLE or NWAdmin print job using PCONSOLE or NWAdmin? Next Step Ø Ö user - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 83
FOR PRINTING 3 TROUBLESHOOTING FOR PRINTING „ Cannot print properly with AppleTalk print Problem Description y Text will be printed as striped lines for an email message. y Some text is not printed the errors above occur with AppleTalk print, use LPR print instead. Network Connection Problems 81 - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 84
Cannot print (port setting problems)" 5 Did you set up the printer driver other than by an Next Step SMB connection? Ø Ö See the following section to fix the problem. P.80 "Cannot print with SMB print" 6 (For Macintosh only) Refer to the Software Installation Guide. Can you see the equipment - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 85
3 TROUBLESHOOTING FOR PRINTING Hardware Problems This section describes troubles caused by the hardware device (the equipment). If an icon or a message indicating an error is not displayed, or the problems in the printer drivers or the network connection cannot be specified, a hardware problem is - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 86
- Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 87
TROUBLESHOOTING FOR SCANNING 4. This chapter describes how to troubleshoot the problems of scanning. Scanning Problems...86 Cannot E-mail my scans ...86 Cannot find the data saved in the shared folder 86 - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 88
SCANNING Scanning Problems This section describes troubleshooting for using scan data. „ Cannot E-mail my scans Problem Description I have TopAccess Guide. For details on e-mailing the scanned image, refer to the Scanning Guide. „ Cannot find the data saved in the shared folder Problem Description - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 89
FOR e-Filing 5. This chapter describes how to troubleshoot the problems on e-Filing. e-Filing Web Utility Problems 88 e-Filing Web Utility terminates the session...88 Numerous sub windows repeatedly appear ...88 Displaying the items in the Contents Frame takes a long time 88 - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 90
FOR e-Filing e-Filing Web Utility Problems This section describes troubleshooting for the web browser-based e-Filing web utility. You will also find the error messages and the corrective actions for each message. „ e-Filing Web Utility terminates the session Problem Description The message "This - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 91
the table below to troubleshoot the problem if a message data from the Control Panel. For instructions on how to delete data from the Control Panel, refer to the e-Filing Guide. Cannot create a Box. The Disk is full. Erase unnecessary data using the administrative function or deleting the data - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 92
5 TROUBLESHOOTING FOR e-Filing Message The document is being used. Please try again later. File format doesn't correspond. Please contact Administrator. e-Filing is not to convert the archive file and try again. e-Filing has not yet been activated. Try again later. 90 e-Filing Web Utility Problems - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 93
NETWORK 6. CONNECTIONS This chapter describes how to troubleshoot the problems on network connections. Locating the Equipment in the ...98 Fax Driver Problems ...99 Fax Driver Installation Error Messages ...99 Fax Driver General Errors ...100 Client Software Authentication Problems 101 Cannot log - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 94
below to detect the cause of the problem. If the problem remains unsolved, contact your service representative. No. Check... Yes No Corrective fixed communication mode or auto-negotiation. Contact your local network support specialist for further assistance. 6 Make sure that the device - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 95
TROUBLESHOOTING FOR NETWORK CONNECTIONS „ Cannot locate the equipment with Local Discovery Problem Description Local Discovery cannot detect the equipment. Corrective Action The equipment is normally located automatically by SNMP. When the TWAIN driver support Contact your service representative. - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 96
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS „ Equipment does not respond to ping command Problem Description The equipment does not installed. Contact check if the NIC is functional by restoring the your service representative. default settings. When the equipment automatically reboots and an NIC - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 97
TROUBLESHOOTING FOR NETWORK CONNECTIONS LDAP Search and Authentication Problems „ Network shutdown occurs or touch panel disabled after LDAP search Problem Corrective Action Try the checklist below. If the problem remains unsolved, contact your service representative. No. Check... 1 Is the LDAP - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 98
TROUBLESHOOTING FOR NETWORK CONNECTIONS Printing Problems 4 When IPv4 is supported: Is the WINS server When IPv4 is supported: Set up the service correctly. 4 Were the proper printer drivers installed? Next Step Ø Ö Refer to the Software Installation Guide to install the proper printer drivers - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 99
FOR NETWORK CONNECTIONS 6 TROUBLESHOOTING FOR NETWORK CONNECTIONS „ IPP print in a Windows operating up the IPP print service correctly. 4 Were the proper printer drivers installed? Next Step Ø Ö Refer to the Software Installation Guide to install the proper printer drivers. 5 Is the IPP - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 100
TROUBLESHOOTING Ö Make sure that the AppleTalk zone is supported by the Macintosh client. 4 Can you service correctly. 3 Did you successfully install the UNIX/Linux filters? Next Step Ø Ö Refer to the Software Installation Guide service representative. 98 Printing Problems (Network Related) - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 101
Error Messages Replace "Printer" with "Fax" as required in the troubleshooting description. For information on the installation of the Fax driver, refer to the Software Installation Guide. ‰ Setup needs to copy Windows NT files Problem description The wrong port type was selected from the Printer - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 102
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS ‰ This port is currently in use Problem description The driver was either opened, printing a job, or in use by another printer or application, when you attempted to delete it. Corrective action Make sure all print - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 103
6 TROUBLESHOOTING FOR NETWORK CONNECTIONS Client Software Authentication Problems „ Cannot log in using client software Problem Description I cannot log into the equipment using client software. Corrective Action If you cannot log into the equipment using client software, contact the administrator - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 104
- Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 105
CHECKING THE EQUIPMENT STATUS 7. WITH TopAccess This chapter describes how to check the status of the equipment with TopAccess. Hardware Status Icons on TopAccess [Device] Tab 104 Error Messages ...106 Error Codes...108 Error codes on print jobs ...108 Error codes on transmission and reception ... - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 106
. For details of the [Device] tab of TopAccess, refer to the TopAccess Guide. Printer Error 1 This icon indicates a non-recommended toner cartridge is used and that the equipment has stopped printing. P.51 "Replacing a Toner Cartridge" Printer Error 2 This icon indicates: y You need to remove paper - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 107
indicates no paper is left in a tray. Refer to the Copying Guide. Paper Misfeed This icon indicates a paper misfeed occurred. It also indicates Finisher. P.58 "Refilling With Staples" Call for Service Contact your service representative to have the equipment inspected. Hardware Status Icons on - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 108
Cover. External Large Capacity Feeder Disconnect - Please Joint it to Copier. LCF Cover Open - Please Close LCF Cover. Tray 1 Open - Please Close tray 1. Tray 2 Open unit. Close the MPT cover. Close the exit cover. Close the toner cover. Close the platen cover. Close the stacker transport cover. - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 109
- Please Contact Service Technician. Corrective Action Replace the cyan toner. See P.51 "Replacing a Toner Cartridge". Replace the magenta toner. See P.51 "Replacing a Toner Cartridge". Replace the yellow toner. See P.51 "Replacing a Toner Cartridge". Prepare the new toner cartridge. Prepare the - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 110
on print jobs Error Code 4011 4021 Problem Description Job canceled Power failure 4031 4041 perform printing in the specified setting Image data generation failure Double-sign encoding error Font use another printer driver. A double-sign encoding error occurred because the PDF file is encrypted - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 111
your service representative. „ Error codes on transmission and reception Error Code 0012 0013 0020 0030 0033 Problem Description error again. Reset the data in the Address Book and perform the job again. If the error still persists, contact your service representative. Ask your administrator to - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 112
Code 1C69 Problem Description SMTP in error again. If the error still occurs, contact your service representative. Ask your administrator to enable the SMTP Client and perform resend the Email. Confirm if the Fax Send Function of MFP setting is disable or not. Ask your administrator whether the DNS - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 113
2C13, 2C20-2C22 2C11, 2C62 Problem Description Wrong Job status Not enough was not allowed Failure in making meta data HDD full failure during processing Corrective Action PDF format, turn the power OFF and then back ON. Then try to scan again. If the error still persists, contact your service - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 114
Error Codes Corrective Action Turn the power OFF and then back ON. Try the problem job again. Reset the data in the Address Book and reattempt it. If the error still persists, contact your service representative. Ask your administrator to set the IP address of the equipment. Ask your administrator - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 115
in making meta data Failure to connect to PDF format fails. Do the scanning again. If the error still persists, Use the normal PDF format. When this error occurs in conversion other than to a highly compressed PDF the problem job again. If the error still persists, contact your service representative - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 116
allowed 2E45 Failure in making meta data 2E65 2E66 There are too many problem job again. If the error still persists, contact your service representative. This error occurs when conversion to a highly compressed PDF Scan of Windows is used with the SCANNER driver (WIA), check if the user name for - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 117
Store to e-Filing 2B11 Problem Description Insufficient permission to access When this error occurs in the printing of the data in e-Filing, do this with the administrator's password etc.), contact your service representative. This size, color mode or resolution is not supported by e-Filing. Please - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 118
. Check whether the mail server is operating properly. Turn the power OFF and then back ON. Try the problem job again. If the error still persists, contact your service representative. Confirm that the destination Email addresses are correct. Check the access privilege for the mailbox in the mail - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 119
WHEN SOMETHING IS WRONG WITH THE 8. EQUIPMENT Try the troubleshooting tips in this chapter when you think there is something wrong with the equipment. This chapter also describes the daily care for the equipment. When - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 120
manuals (Copying Guide and Printing Guide respectively). y Checking the operations or procedures may help you solve the problems the Quick Start Guide. Adjust the contrast lighter. Refer to Chapter 1 of the MFP Management Guide. Press any management function. Some trouble occurred in the equipment - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 121
8 WHEN SOMETHING IS WRONG WITH THE EQUIPMENT „ Originals and paper Problem Description The original is misfed. Paper is misfed. Two or more sheets from the tray, align them, and replace them. Adjust the side and end guides to match the paper size. Place more than 10 sheets of paper in the Large - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 122
. - When using a chemical cleaning pad to clean it, follow the instructions. 2 1 3 4 1. Scanning area (surface of the long rectangular glass than water (such as alcohol, organic solvents or neutral detergent). 3. Guide / 4. Platen sheet Clean the surface as follows depending on the extent - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 123
Fax driver 99 H Hardware problems 83 I Icons on TopAccess call for service 105 80, 96 N Near 53 "Near Empty" toner cartridge - replacing 53 Novell print 97 P Paper problems (network related 96 Private print job 77 R Raw TCP print 96 Regular maintenance 120 S Scan data e-mailing scan data - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 124
T Toner cartridge "Toner Near Empty" message 53 Toner cartridge - "Near Empty" message 53 Toner cartridge - replacing 51 U User information 118 W Waste toner box - replacing 56 122 INDEX - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 125
ES9465 MFP ES9475 MFP - Oki ES9465 | ES9465/ES9475 Troubleshooting Guide - Page 126
Oki Data Corporation 4-11-22 Shibaura, Minato-ku,Tokyo 108-8551, Japan www.okiprintingsolutions.com 45686026EE
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MULTIFUNCTIONAL DIGITAL COLOR SYSTEMS
Troubleshooting Guide
ES9465 MFP/ES9475 MFP