Ricoh 010 b230_b237_d042 Troubleshooting Guide

7/24/2019 Ricoh 010 b230_b237_d042 Troubleshooting Guide

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TROUBLESHOOTING GUIDE

06/15/2009

Copyright2009 RICOH Americas Corporation. All rights reserved. Page 1 of 19pc@ricoh-usa .com

PRODUCT CODE: B230/B237/D042

APPLICABLE MODEL:

GESTETNER - DSc525/DSc530/DSc520LANIER - 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 asupplement to your service manual.

Revised items appear in bold typeface.

TABLE OF CONTENTS:

1. PAPER FEED ERRORS...................................................................... 22. COPY PROCESS................................................................................ 33. CONNECTIVITY .................................................................................. 44. PRINTING............................................................................................ 75. SCANNING.......................................................................................... 86. OPERATION PANEL........................................................................... 97. SECURITY......................................................................................... 108. ERROR CODES................................................................................ 119. OPTIONAL UNITS............................................................................. 12

10. IMAGE PROBLEMS ........................................................................ 15

11. MECHANICAL PROBLEMS............................................................. 1612. OTHERS.......................................................................................... 17


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1. PAPER FEED ERRORS

Subject Symptom Cause Solution Note

Trayerrors

For PCL jobs if the machineis in sleep mode

Printer firmware Install version 1.04 orlater.

Jam

code 009

Duplex mode The exit guide

plate is deformed

Do the procedures in

the TSB.

TSB 026

Dogearedcopies

Before paper transfer; duplexmode

The exit guideplate is deformed

Do the procedures inthe TSB.

TSB 026


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2. COPY PROCESS


Insufficientfusing

The Normalsetting was usedfor Middle Thick

paper.

Instruct the users. TSB 012r

Machinekeeps goingduringprocesscontrol

Engine firmware Install version 1.081:01or later.

ReplaceTonerCartridgeat thewrong time

When toner near-endoccurs

System_Copyfirmware

Install version 1.59 orlater.If this firmware is notavailable, set Sp3-101-13 to 16 to a value of0. This will make theToner Near End

condition occur later.See TSB 015 for detailsabout this.

TSB 015

ACC Not done when themachine is in the TonerNear End condition

System_Copyfirmware

Install version 1.60 orlater.

UsedTonerBottle is notsetcorrectly

This symptom occursmore easily under low-temperature conditions.

The lowtemperaturecauses the tonerbottle to shrink, sothe bottlesometimes doesnot touch the

bottle set switch.

Attach the cushion andreplace the magnetcatch.

TSB 022


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3. CONNECTIVITY


Cannot getIP address

Cannot get from DHCPserver if Autonet isdisabled.

Networkfirmware

Install version 5.10 or later.


Cannot get from DHCPserver in some cases

Networkfirmware



From a DHCP Serverthrough a DHCP Relay

Agent

Networkfirmware


Problemswith Netware

Cannot connect inenvironments withmultiple NetWare serversin the same NDS tree

Networkfirmware


Web ImageMonitor

Cannot install SDKapplication with WIM

System_copyfirmware

Install version 1.49.3 or later.

Web ImageMonitor

Custom size can beselected even if disabled

with an SP mode

Websysfirmware


Web ImageMonitor

ROM updates fail viaWebImageMonitor if theTransfer Log Setting is On

System_copyfirmware


Web ImageMonitor

Garbled characters(filenames, user names inKorean)

Netfile firmware Install version 3.00 or later.

Web ImageMonitor

Cannot download storedfiles


Web ImageMonitor

Slow, if SSDP is enabled Networkfirmware


Web ImageMonitor

"Replace Bk PCU" is notdisplayed

Printer firmware Install version 1.13 or later.

Web servicestalls

If you try to make an IPPAuthentication passwordof 8 two-byte numericdigits

Websysfirmware


Web servicestalls

If you access WirelessLAN settings -> Refreshwhen using Firefox orNetscape browsers,

Websysfirmware


Web servicestalls

If settings are changed atthe same time asScanRouter is accessingthe machine


Web Smart

DeviceMonitor

Some settings are not

applied to the targetmachines

Websys

firmware


Web SmartDeviceMonitor

User name/user code notshown in the job log



Cannot transfer logs if theDocument Server isaccessed viaWebImageMonitor 100times without a powercycle



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Some entries not showncorrectly

System_copyfirmware


Websysfirmware


System_copyfirmware Install version 1.60 or later.

WebDocBoxfirmware


Netfile firmware Install version 2.01.8 or later.


404 Notfound

When accessing thedocument server in WIMvia a single sign-on server

Fax firmware Install version 02.02.00 orlater.

Refer totheB230Firm-wareHistoryfor moreinformation

404 error When a user tries toaccess WebImageMonitorafter a restoration of theaddress book is cancelled

Websysfirmware


404 error Returned by WIM after the"Date and time" setting isconfigured via a WebSmartDeviceMonitorver.2.0 BatchConfiguration

Networkfirmware


On-DemandE-mailNotification

No reply until power off/on Websysfirmware


Notificationemails

If a supply call isgenerated under certainconditions, manynotification emails arethen sent out.

System_copyfirmware


Fax The first destination in a500-destination group isdeleted


Fax Does not work aftercontroller reset

System_copyfirmware


Documentsnot sent tofolder

Not sent to SMB or NCPfolder paths containing amix of both 1-byte and 2-byte characters.


Dummy filessent

Dummy files entitled "LostDocument" are sent to theScanRouter server forSample Print/Hold

Print/Locked Print jobtypes.


SMB printing Sometimes not available Networkfirmware


DNS The machine is notregistered with a DNSserver by a DHCP relayagent

Networkfirmware



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4. PRINTING


Jobs notprinted

If sent before the printeror fax application is notstarted after power on

Network firmware Install version 5.10 orlater.

Jobs notprinted

PCL6 jobs canceledafter the machine printsmore than 2000 jobs.


Jobs notprinted

Jobs submitted fromMac OS via AppleTalk


Jobsdeletedfrom spool

Turning the power off/oncauses all jobs that weresent via sftp to bedeleted from the sftpspool


Garbagecharacters

PCL: After severalhundred pages printedwithout power off


Garbagecharacters

PCL jobs with separatorpages


PDF filedefective

Adobe Acrobat/RPCSdriver: Missingcharacters or portions ofcharacters


PCLprinting

Line pitch on print largerthan on original


PCLprinting

Printed page extendsbeyond border on righthand side



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5. SCANNING


Netfile firmware Install version 2.01.8 orlater.

System_copy

firmware

Install version 1.60 or

later.Netfile firmware Install version 2.02.8a or

later.

PDF filedefective

Size of the file made bythe scanner not thesame as selected at the

op panel

System_copyfirmware

Install version 1.62.1 orlater.

System_copyfirmware


Scan toNCPproblems Scanner firmware Install version 1.24 or

later.


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6. OPERATION PANEL


Garbagecharacters

2-byte fonts in the KeyDisplay name shown asgarbage letters

System_copyfirmware


Garbagecharacters

Filenames, user namesin Korean

Netfile firmware Install version 3.00 orlater.

Cannotselect anapplicationbutton inUser Toolsand SPmode

Occurs when connectedto @Remote and thecontroller board was justchanged

System_copyfirmware


Buttonsgrayed out

After selecting a file inthe Print Jobs menu


Not working After recovery fromEnergy Saver, the LCD

turns black and none ofthe buttons work

System_copyfirmware



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7. SECURITY


SSL/TLS Rollback vulnerability Network firmware Install version 5.10 orlater.

Blank SSID SSID is blank in the

configuration page, ifit is 32 characterslong.

Network firmware Install version 5.10 or

later.

All users log inwith the sameprivileges

When they login tothe device via WebImage Monitor withinabout 1 second.

Websys firmware Install version 1.06 orlater.

Cannot login Windows Vista viaSMB


Cannot login Integration server System_copyfirmware


Proxy errordisplayed

After power turned on System_copyfirmware


Login usernames notstored

Contained a space System_copyfirmware


Users canchange settingswithoutnecessaryprivileges

Web Image Monitorsettings


Unauthorizeduse not logged

Copying attempts notlogged

System/Copyfirmware


Unauthenticatedaccess to WebImage Monitor is

possible

If Selective UserAuthentication (SP5-420-041) and User

Authentication areboth enabled,unauthenticatedusers can access theurls of WIM's PrinterJob History, PrinterError Log and PrintJob List.


Unauthenticatedaccess to WebImage Monitor ispossible

Personal InformationProtect (SP5-888-001 = 1) cannotprevent users fromaccessing the urls of

WIM's Printer JobHistory, Printer ErrorLog and Print JobList.



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8. ERROR CODES


SC142 Engine firmware Install version 1.131:01or later.

SC672 Jobs with a lot ofpages

System_copyfirmware


SC687 Jobs with a lot ofpages

System_copyfirmware


SC687 Document server,Magazine, 2400 x 600dpi

System_copyfirmware


SC819 If IP-FAX is not usedfor a while in certainnetwork environments.

Additional G3firmware

Install version 02.02.00or later.

SC819 Power turned off/onduring remote firmwareupdate

System_copyfirmware


SC868 Damaged SD

card containingthe VM option.The card mayhave beendamaged duringinstallation.

Make sure that the

installation procedure isfollowed exactly.

Refer to

B861 002for moredetails.

SC880 Print job sent to thedocument server (onlyif a file formatconverter is installed)

System_copyfirmware


SC990 Printing the SMC System_copyfirmware


SC990 When installing an

embedded RC Gatevia a ProxyServer

System/Copy

firmware

Install version 1.69 or

later.

SC990 If a job that containsa large amount ofdata per page isprinted in duplex.

System_copyfirmware


SC991 Printing the SMC, if anEFI controller isinstalled

System_copyfirmware


SC 997 When "VM Platform" isselected in the UserTools menu

VM card firmware Install version 2.10 orlater.


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9. OPTIONAL UNITS


PrinterControllerE-3000

Internet Explorercrashes

Apply 1-QWOVA.ps for Printer Controller E-5000 system version 1.01.

Refer to TSBG889 -002for more

information.PrinterControllerE-3000

The Euro characteroverlaps adjacentcharacters

Apply 1-RH3FR.ps for Printer Controller E-5000 system version 1.01.

Refer to TSBG889 -003for moreinformation.


When printing fromAdobe Illustrator, theprint loses color ifComposite Overprint isturned on.

Apply 1-S38WZ.ps for Printer Controller E-3000 system version 1.01.



Prepaid Card: Print jobis not counted if ExternalCharge Unit is set to

"B&W" only.

Apply 1-RH3HB.ps for Printer Controller E-3000 system version 1.01.


information.PrinterControllerE-3000

Scanned jobs with LEFdirection and saved asJPEG cannot be openedin Adobe Illustrator 10.

Apply 1-RWEUS.ps for Printer Controller E-3000 system version 1.01.



A job that uses aCustom paper size doesnot print and the copierdisplays an incorrectmessage to load thewrong paper size.

Apply 1-RYZ6V.ps for Printer Controller E-3000 system version 1.01.


PrinterController

E-3000

Configure doesn't launchwhen Java 6 is installed.

Apply 1-T3RFE.ps for Printer Controller E-3000 system version 1.01.

Refer to TSBG889 -006

for moreinformation.


The tray alignment setupmenu closes and theFiery menu goes back toFiery idle prematurely.

Apply 1-T6D99.ps for Printer Controller E-3000 system version 1.01.



Fiery email printconfirmation reply usesincorrect coding of localcharacters

Apply 1-TWN5S.ps for Printer Controller E-3000 system version 1.01.



The patch informationon the configuration isdifferent from the actual

patch configuration.

Apply 1-UWFVR.ps for Printer Controller E-5000 system version 1.01.This cleans up the patch information, but only

for the patches listed in the RTB, and not forlater patches.


information.


After one or morepatches are installed onthe E-3000, the systemsoftware is not workingwell.

Backup and Restore was done withoutinstalling the patch 1-UWFW3.ps for PrinterController E-3000 system version 1.01.The patch configuration is incorrect.



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PS: Printing stops in themiddle

Apply 1-UCLZQ.ps for Printer Controller E-3000 system version 1.01.

Apply 1-UWFVR beforehand as aprerequisite patch.



The image on thesecond copy of a print isrotated 90 degreeswhen printing a job fromIllustrator CS3 onOSX10.5.

Apply 1-XAUJ3.ps for Printer Controller E-3000 system version 1.01.

Refer to TSBG889 - 15


A General SMBoperation error occurswhen scanning via SMBto a Windows Vistashare folder

Apply 1-VXUKA.ps for Printer Controller E-3000 system version 1.01.




Print Range section ismissing fromCommandWorkStation

job properties under the

Job Info section.

Apply 1- STKWR.ps for Printer Controller E-3000 system version 1.01.




Printing a booklet jobcancels when user codeauthentication is set onthe copier.

Apply 1- STKWR.ps for Printer Controller E-3000 system version 1.01.




Scanning with Platenand Mixed size scanoptions will destabilizesthe scanner

Apply 1- ZCXHV.ps for Printer Controller E-3000 system version 1.01.




Print job stops when afax print job and the fileprint job are sent at the

same time.

Apply 1- ZCXHV.ps for Printer Controller E-3000 system version 1.01.

Apply 1-UWFVR beforehand as a

prerequisite patch.



Some of the texts areoverlapping with eachother.

Apply 1- 107AV6.ps for Printer Controller E-3000 system version 1.01.




The system softwareinstallation tool does notformat the Fierys harddrive as expected.Please wait stays onthe LCD and the systemdoesnt come to idleafter system installation.

Use the HDD format utility 1.0 as explained inthe TSB.



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Fax TIFF files not displayed VM card firmware Install version 2.10 orlater.

Fax Senders information notset

Fax firmware Install version03.00.00 or later.

VM card SC868

VM card The VM card cannot bere-installed

VM card SDK applications cannotbe installed

Damaged SD card

containing the VMoption. The card mayhave been damagedduring installation.

Make sure that the

installation procedureis followed exactly.

See the TSB

009 fordetails of theinstallationprocedure.

VM Card 0301 error at installation

VM Card Cannot reinstall the card

VM Card Cannot install SDKapplications

The user turned thepower OFF beforeinstallation finished

Reset some SPModes and try toinstall again.

See PUB077 fordetails onthe SPs toreset.

Bookletfinisher

Jam with thick paper,A3, stapling andpunching

Booklet finisherfirmware



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10. IMAGE PROBLEMS


Bad printquality

PCL raster data:Superimposed images,etc


Top part of theimage printedat the bottom

When using EraseMargin Adjustment

System_copyfirmware

Install version 1.49.1or later.

Low imagedensity

The laser optics shutterdoes not open correctly

Engine firmware Install version1.11.01 or later.

Image cut off Fax documents stored inthe document server,when viewed ordownloaded as PDF viaWebImageMonitor.

Netfile firmware Install version 2.03.8or later.

Overlappingpage images

2 jobs stored on thehard disk become asingle job with

overlapping images

System_copyfirmware


See the B230FirmwareHistory for the

conditionswhen thisoccurs

Pages printedupside down

Some pages of mixedorientation documents

PS3 firmware Install version 1.01 orlater.


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11. MECHANICAL PROBLEMS


Noise Grinding/moaning soundfrom the drum unit

The temperatureinside the drumunit rises,

causing thelubrication bladeto vibrate.

Do the procedure inthe TSB

TSB 011R

Noise Medium to high-pitchedmoaning sound (450Hz)from the ITB cleaningunit

The exit sealwas made toothick, whichincreases thecontact pressureon the ITB.

Do the procedure inthe TSB.

TSB 011R

Damagedplaten cover

A small area on thelower front edge of theplaten cover sheet isdamaged.

The sheet isgradually worndown becausethe user always

touches it whenopening/closingthe cover.

Temporary: Coverthe damaged partwith tape, or turn thesheet around.

Permanent: Installthe modified platencover sheet

Modifiedsheet: P/NG3291371TSB G329-

001R

Damagedduplex unit

Parts connecting theduplex unit and themachine are damaged

The operatorleans on theduplex unitopening.

Do the procedures inTSB 027..

Refer to TSBB230 027 formoreinformation.


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Machinefreezes

Some LPR jobscause a stall if theUSB interface isdisabled."Processing" isdisplayed in theoperation panel.


Machinefreezes

PCL job is submittedvia sftp while theprinter spooler or sftpspooler are stopped.


Machinefreezes

If it mis-detects thesize of the originalduring a job set for"Original FeedType/Stamp" and"Mixed Sizes".

ARDF firmware Install version 2.33.06or later.

The scannerapplication

stalls

After waking fromsleep mode (for

machines that havean SNTP server)

Scanner firmware Install version 1.20 orlater.

The scannerapplicationstalls

Waking up fromsleep mode


See B230FirmwareHistory fordetails.

Wording errors Swedish (Configpage, Menu list)


Wording errors Chinese: 8k papersize not showncorrectly


Wording errors Web Image Monitor:Several languages


Wording errors Web Image Monitor:Russian


Wording errors Turkish Websys firmware Install version 1.10 orlater.

Wording errors Web Image Monitor:Russian

Websys firmware Install version 1.09.1 orlater.

Wordingerrors

Polish Languagefirmware


Incorrectlanguage

Russian (reports notoutput in Russian)


Cannot turnthe machineoff

If "Clear Modes" isselected while themachine prepares

the preview display

System_copyfirmware


Counters "Total Printouts:Scanner(Scanner)" inthe csv file createdby SDM for Admincontains all zeroes.

Netfile firmware Install version 2.01.8 orlater.

Some SP settingsare wrong

New firmwarePM alert not atthe defaultvalue Engine firmware Install version 1.11.01 or

later.


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Job history Stored files (e.g.,locked print) notshown

System_copyfirmware


Job history Destinations of scansare not shown


The machinebeeps at thewrong time


Some jobs notshown in jobhistory

Stored jobs (e.g.,Locked Print), if ahard disk is installed

Websys firmware Install version 1.09.1 orlater.

No recoveryfrom energysaver mode

When accessed by aserver application

VM Card Cfirmware


No recoveryfrom energysaver mode

After using theoperation switch torecover fromEconomy Mode, the"Maintenance"mark and error LEDblink and cannot bestopped.

System_copyfirmware


Setting returnsto default afterpower on

"Blank Page Print"(User Tools->PrinterFeatures->System)reverts to its default(ON)


Cannot copyfiles

VM card firmware Install version 2.10 orlater.

Ricoh 010 b230_b237_d042 Troubleshooting Guide

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