TROUBLESHOOTING GUIDE

06/21/2011
PRODUCT CODE:

B246/B248/B249/B250/B252/B253

APPLICABLE MODEL:
GESTETNER - Dsm755/Dsm765/Dsm775/Dsm755 SP/Dsm765 SP/Dsm775 SP
LANIER - LD255/LD265/LD275/LD255 SP/LD265 SP/LD275 SP
RICOH - AFICIO MP 5500/MP 6500/MP 7500/MP 5500SP/MP 6500SP/MP 7500SP
SAVIN 8055/8065/8075/8055 SP/8065 SP/8075 SP
GENERAL:
The attached document is the Troubleshooting Guide for the B246/B248/B249/B250/B252/B253 models.
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/SCANNING ...................................................................... 10
5. OPERATION PANEL ......................................................................... 12
6. SECURITY......................................................................................... 13
7. ERROR CODES ................................................................................ 15
8. OPTIONAL UNITS ............................................................................. 17
9. IMAGE PROBLEMS .......................................................................... 19
10. OTHERS .......................................................................................... 20

NOTE: Unless otherwise specified, the term See Firmware History refers to
the B246/B248/B249/B250/B252/B253 Firmware History document. All
other references specify the product code for that firmware history
document.

Copyright 2011 RICOH Americas Corporation. All rights reserved.

Page 1 of 22

1. PAPER FEED ERRORS

Subject
Paper jam
Paper jam
falsely
detected
Jam 8

Symptom
Print jobs only, not copy
jobs
Print jobs only, not copy
jobs

TSB #
TSB#116

When recovering from

energy saver mode

See Firmware
History

TSB#116

Cause
Solution
Controller firmware See B064 Series-B140
Series-B246 Series - 116
Controller firmware See B064 Series-B140
Series-B246 Series - 116
Engine firmware

Install Engine Firmware

version 1.10:60 or later.

Page 2 of 22

2. COPY PROCESS
Subject
No reported
problems

Symptom

TSB #

Cause

Solution

Page 3 of 22

3. CONNECTIVITY
Subject
SMB
SMB

SMB

SMB

SMB

SMB

SMB
SMB

SMB

SMB

Symptom
Destination not added to
the job
Cannot Scan to SMB to
Windows 7 or Windows
Server 2008 R2
destinations that have
Windows Live ID Sign-in
assistant installed.
Cannot Scan to SMB to
Windows
98/98SE/Me/NT4.0
destinations specified
using an IP address.
If the MFP's IP address
is changed to an IP
address of another
subnet, users cannot
browse the network
(using Scan to SMB)
until the MFP is
rebooted.
The Scan to SMB
"Connection Test" fails if
performed on a directory
located directly below a
DFS root.
After changing the
MFP's DNS server
address or Domain
name, Scan to SMB
destinations specified
using a hostname are
not found.
Problems when using
across subnets due to
short timeout
Cannot Scan to SMB to
a destination that is not
specified using an
FQDN.
Cannot Scan to SMB to
destinations that are
using both LM
Authentication and
Samba v2.x.
Scan to SMB fails if the
file submitted to the DFS
folder in the destination
and the file of the same
name exist in the DFS
folder.

TSB #
See Firmware
History
See Firmware
History

Cause
System/Copy
firmware
NCS firmware

Solution
Install version 1.12 or later.

See Firmware
History

NCS firmware

Install version 5.59 or later.

See Firmware
History

NCS firmware

Install version 5.59 or later.

See Firmware
History

NCS firmware

Install version 5.59 or later.

See Firmware
History

NCS firmware

Install version 5.59 or later.

See Firmware
History

NCS firmware

Install version 5.59 or later.

See Firmware
History

NCS firmware

Install version 5.59 or later.

See Firmware
History

NCS firmware

Install version 5.59 or later.

See Firmware
History

NCS firmware

Install version 5.60 or later.

Install version 5.59 or later.

Page 4 of 22

Subject
Document
server

Document
server

Web Image
Monitor
Web Image
Monitor
Web Image
Monitor
Web Image
Monitor
Web Image
Monitor
Web Image
Monitor
Web Image
Monitor
Web Image
Monitor
Web Image
Monitor
Web Image
Monitor
Cannot get IP
address
Cannot get IP
address
Cannot get IP
address
Problems
with Netware

Smart Device
Monitor
Smart Device
Monitor

Symptom
Print settings of
documents are lost if the
document is downloaded
using DeskTopEditor For
Production
Fax documents stored in
the document server
appear slightly cut-off
when viewed or
downloaded as PDF via
WebImageMonitor
Cannot install SDK
application with WIM
Chinese version: Trays
with B4 paper are shown
with B5 paper
Can select unsupported
paper sizes for the
bypass tray
PDF files are displayed
as a single line if the
"Enlarge Image" button
is pressed
An error message is
displayed if the "File
properties" button is
pressed
Cannot do ROM updates
Cannot download files
Garbled characters
(filenames, user names
in Korean)
Cannot display the main
page
Cannot see the
document server
Cannot get from DHCP
server if Autonet is
disabled.
Cannot get from DHCP
server in some cases
Cannot get from DHCP
server through DHCP
relay agent
Cannot connect in
environments with
multiple NetWare
servers in the same NDS
tree
Some settings are not
applied to the target
machines
Some settings are not
applied to the target
machines

TSB #
See Firmware
History

Cause
System/Copy
firmware

Solution
Install version 1.12 or later.

See Firmware
History

Network Doc Box

firmware

Install version 2.05 or later.

See Firmware
History
See Firmware
History

System/Copy
firmware
Web Support
firmware

Install version 1.13 or later.

See Firmware
History

Web Support
firmware

Install version 2.01 or later.

See Firmware
History

Network Doc Box

firmware

Install version 2.03 or later.

See Firmware
History

Network Doc Box

firmware

Install version 2.03 or later.

See Firmware
History
See Firmware
History
See Firmware
History

System/Copy
firmware
Network Doc Box
firmware
Network Doc Box
firmware

Install version 2.08 or later.

See Firmware
History
See Firmware
History
See Firmware
History

Web Support
firmware
Network DocBox
firmware
NCS firmware

Install version 2.04 or later.

See Firmware
History
See Firmware
History

NCS firmware

See Firmware
History

NCS firmware

Install version 5.10c or

later.

See Firmware
History

Network DocBox
firmware

Install version 1.11.1 or

later.

See Firmware
History

Web Support
firmware

Install version 1.02 or later.

Network support
firmware

Install version 2.01 or later.

Install version 3.00 or later.

Install version 3.00 or later.

Install version 3.02 or later.

Install version 5.10c or
later.
Install version 5.11c or
later.
Install version 5.53.1 or
later

Page 5 of 22

Subject
Smart Device
Monitor

Web Smart
Device
Monitor
Web Smart
Device
Monitor
Web Smart
Device
Monitor

Desk Top
Editor for
Production
Desk Top
Editor for
Production
Desk Top
Editor for
Production
Desk Top
Binder
Desk Top
Binder
Web service
stalls
Web service
stalls

Job log
cannot be
uploaded

Proxy error

Symptom
The "Total Printouts:
Scanner" column in the
csv file created by the
"Export User Statistics
List" function contains all
zeroes.
Job names that include
the "%s" character
prevent Web SDM from
retrieving the MFP's job
list.
Duplicate logs
transferred to Web SDM

TSB #
See Firmware
History

Cause
Network DocBox
firmware

Solution
Install version 2.03 or later.

See Firmware
History

Network DocBox
firmware

Install version 3.02 or later.

See Firmware
History

Network DocBox
firmware

Install version 3.02 or later.

The username/usercode
used to submit a stored
job (Sample Print/
Locked Print/ Hold
Print/Stored Print) is not
shown in the Job Log of
Web Smart Device
Monitor ver 2.x.
Jobs downloaded with
this software are not
logged in the job log
Cannot output to tray 7
(bypass tray)

See Firmware
History

Printer firmware

Install version 3.02 or later.

See Firmware
History

Network DocBox
firmware

Install version 1.14 or later.

See Firmware
History

Network DocBox
firmware

Install version 1.14 or later.

Cannot print jobs stored

using a Start Page
number of more than
1000
Cannot output to tray 7
(bypass tray)
Cannot print jobs stored
using a Start Page
number of more than
1000
If you try to make an IPP
Authentication password
of 8 two-byte numeric
digits
if the device settings are
changed via WIM or the
Operation Panel at the
same time as
ScanRouter is accessing
the machine.
Cannot be uploaded to
WebSmartDeviceMonitor
ver 2.0 if the machine
power is turned off/on
while a job is being
processed.
Displayed after power is
turned on.

See Firmware
History

Network DocBox
firmware

Install version 1.14 or later.

See Firmware
History
See Firmware
History

Network DocBox
firmware
Network DocBox
firmware

Install version 1.14 or later.

See Firmware
History

Web Support
firmware

Install version 1.02 or later.

See Firmware
History

Network DocBox
firmware

Install version 3.01 or later.

See Firmware
History

System firmware

Install version 2.05 or later.

See Firmware
History

System firmware

Install version 2.05 or later.

Install version 1.14 or later.

Page 6 of 22

Subject
Cannot
browse
workgroups
404 error

404 error

404 error

404 error
Cannot
register the
machine
Cannot
register the
machine
Internet fax

IPP

Documents
not sent to
folder

Symptom
Via SMB if names have
2-byte characters

TSB #
See Firmware
History

Cause
Network support
firmware

Solution
Install version 5.53.1 or
later

Returned by WIM after

the "Date and time"
setting is configured via
a
WebSmartDeviceMonitor
ver.2.0 Batch
Configuration.
When accessing the
document server in WIM
via a single sign-on
server

See Firmware
History

Network support
firmware

Install version 5.53.1 or

later

See Firmware
History
See Firmware
History
See Firmware
History
See Firmware
History
See Firmware
History
See Firmware
History

Network DocBox
firmware
System/Copy
firmware
Web Support
firmware
Web Uapl
firmware
Printer firmware

Install version 2.04 or later.

Install version 1.07 or later.

Web Support
firmware

Install version 2.02.1 or

later.

See Firmware
History
See Firmware
History

Network DocBox
firmware
Network support
firmware

Install version 3.02 or later.

Cannot renew with DNS

server

See Firmware
History

Network support
firmware

Install version 5.53.1 or

later

Does not work; buttons

not shown on operation
panel

See Firmware
History

Defective
printer/scanner SD
card

IPP clients do not print to

machines that joined the
network using mDNS
(Bonjour)
Not sent to SMB or NCP
folder paths containing
both 1-byte and 2-byte
characters. Occurs if the
folder paths are imported
to the address book from
a csv file via
SmartDevice Monitor for
Admin.

See Firmware
History

NCS firmware

Replace the SD card (see

the RTB for details). The
problem is not solved if
you only install new
firmware.
Install version 5.54 or later.

See Firmware
History

Network Doc Box

firmware

WebImageMonitor
service is stopped if a
restoration of the
address book is
cancelled.
If the WIM document
server is accessed
With a DNS server by a
DHCP relay agent.

Install version 2.08 or later.

Install version 2.02.1 or
later.
Install version 1.11 or later.

Install version 5.53.1 or

later

Install version 2.03 or later.

Page 7 of 22

Subject
Scanned
documents
not delivered

Scan Router
On-Demand
E-mail
Notification
Auto E-mail
Notification
Auto E-mail
Notification

Cannot
download
files
Cannot
download
files
Cannot
access the
network
Cannot
access the
network
Cannot
access the
network

Cannot
register
folders
Wireless LAN
NIB summary

NetBIOS

Symptom
Delivery of a scanned
document fails via Scan
to ScanRouterEX (using
the MFP Browser), and
the device will not
attempt to resend the
document.
Dummy files sent
instead of actual files
No reply until power
off/on

TSB #
See Firmware
History

Cause
Browser Unit
firmware

Solution
Install version 1.72 or later.

See Firmware
History
See Firmware
History

Network Doc Box

firmware
Web Support
firmware

Install version 2.03 or later.

Sent when the error is

recovered, not when it
occurs
After a device error is
recovered, an Auto Email Notification is not
sent and the
WebImageMonitor "Auto
E-mail Notification
settings are inaccessible
until the power is cycled.
Using WebImageMonitor
in the Safari browser,
address book back-up
files cannot be
downloaded.
Web Image Monitor

See Firmware
History

System/Copy
firmware

Install version 3.05 or later.

See Firmware
History

System/Copy
firmware

Install version 3.05 or later.

See Firmware
History

Web Support
firmware

Install version 2.02.1 or

later.

See Firmware
History

Network Doc Box

firmware

Install version 3.00 or later.

See the RTB for details

See Firmware
History

System/Copy
firmware

Install version 2.09 or later.

After the Log Collection

tool is run

See Firmware
History

Network support
firmware

Install version 5.57 or later.

The MFP's IP address

lease renewal request is
incorrectly formatted and
rejected by DHCP relay
agents. The MFP must
reinitialize the network
connection (10
seconds).
Cannot register SMB
folders in address book

See Firmware
History

Network support
firmware

Install version 5.58 or later.

See Firmware
History

Network support
firmware

Install version 5.55 or later.

Connection dropped

See Firmware
History
See Firmware
History

Network support
firmware
Network support
firmware

Install version 5.56 or later.

See Firmware
History

Network support
firmware

Install version 5.56 or later.

The Interface Speed is

shown as "Link down" if
Wireless LAN is
enabled.
Cannot connect

Install version 2.02.1 or

later.

Install version 5.56 or later.

Page 8 of 22

Subject
IPsec

Symptom
Cannot use if using an
IPv6 linklocal address.

TSB #
See Firmware
History

Cause
System/Copy
firmware

Solution
Install version 3.02 or later.

Page 9 of 22

4. PRINTING/SCANNING
Subject
Machine
does not print
Cannot
delete a job
PostScript
TWAIN error
message

Garbage
characters on
prints
Garbage
characters on
prints
PDF

PDF

SMB printing
Power Point

Jobs
discarded
Jobs
discarded

Jobs
discarded
Scan to NCP
problems

Symptom
When SC317 occurs

TSB #
See Firmware
History
See Firmware
History
See Firmware
History

Cause
Engine firmware

See Firmware
History

Network DocBox
firmware

Install version 1.14 or later.

See Firmware
History

Printer firmware

Install version 1.05 or later.

See Firmware
History

Printer firmware

Install version 1.05 or later.

Size created by scanner

is not the same as
selected in operation
panel

See Firmware
History

Install version 2.05 or later.

Install version 2.02 or later.
Install version 2.04 or later.
Install version 2.08 or later.

Adobe Acrobat/RPCS
driver: Missing
characters or portions of
characters
Sometimes not available

See Firmware
History

System/Copy
firmware
Network DocBox
firmware
Network DocBox
firmware
System/Copy
firmware
Printer firmware

Install version 1.07 or later.

See Firmware
History
See Firmware
History

Network support
firmware
Printer firmware

Install version 5.53.1 or

later
Install version 1.08 or later.

See Firmware
History

Network support
firmware

Install version 5.56 or later.

See Firmware
History

Network support
firmware

Install version 5.56 or later.

See Firmware
History

Printer firmware

Install version 3.02 or later.

See Firmware
History
See Firmware
History

System/copy
firmware
Scanner firmware

Install version 3.01 or later.

Preset job
Does not start if an SDK
application is on the
same card
Incorrect message.
Insufficient memory
shown. Should be
Scanner in use for other
function
PCL: After several
hundred pages printed
without power off
PCL jobs with separator
pages

Anomalies when printing

PowerPoint2007 jobs
that have Autoshapes
and shadows.
Jobs submitted from
Mac OS via AppleTalk
might result in an error
or may be discarded
The machine is
connected to Ethernet
but has an unused
Wireless LAN card
installed.
PCL: Jobs cancelled
after the device prints
more than 2000 jobs
with the PCL 6 driver.

System/Copy
firmware
System/Copy
firmware

Solution
Install version 1.09:60 or
later.
Install version 1.11 or later.
Install version 1.11 or later.

Install version m3_1.19 or

later.

Page 10 of 22

Subject
Pages printed
upside down
Line pitch is
incorrect
Image
extends over
the edge
Nothing prints

Blank pages

Jobs
cancelled
Jobs not
accepted
Printing is
slow
Scanning
stops

Symptom
Mixed orientation
documents
PCL5: Larger than the
original
PCL5: Extends over the
right edge

TSB #
See Firmware
History
See Firmware
History
See Firmware
History

Cause
PS3 firmware

Solution
Install version 1.01 or later.

Printer firmware

Install version 3.02 or later.

Printer firmware

Install version 3.02 or later.

For a PDF direct print

job containing a large
number of fonts and/or a
lot of pages
All pages of a PDF file
are blank if created by
scanning with the
Custom Size setting.
IPP

See Firmware
History

PS3 firmware

Install version 1.02 or later.

See Firmware
History

System/Copy
firmware

Install version 3.03 or later.

See Firmware
History
See Firmware
History

Network support
firmware
Network support
firmware

Install version 5.58 or later.

See Firmware
History

Printer firmware

Install version 3.05 or later.

See Firmware
History

Scanner firmware

Install version m3_1.20 or

later.

After a job consisting of

a multiple of exactly 8KB
(8192 bytes) is
submitted via IPP
The use of SDK
applications that access
the GPS Filter
Scanning stops at
around pg. 30 if several
large duplex jobs sent
from a TWAIN driver are
done in succession.

Install version 5.58 or later.

Page 11 of 22

5. OPERATION PANEL
Subject
Alert not
displayed
Garbage
characters
Garbage
characters
Garbage
characters
WARNING
displayed
Bottom row
not displayed
Buttons
greyed out
Operation
panel does
not work

Symptom
Fusing web near end
Paper settings screen,
Chinese
E-mail editing screen,
Chinese, Korean,
Taiwanese
2-byte fonts in the Key
Display name shown as
garbage letters
When the system time
does not match the RTC
time
Firmware update:
German, Portuguese
After selecting a file in
the Print Jobs menu in
the operation panel
When the machine
recovers from Energy
Saver mode

TSB #
See Firmware
History
See Firmware
History
See Firmware
History

Cause
System/Copy
firmware
System/Copy
firmware
System/Copy
firmware

Solution
Install version 1.12 or later.

See Firmware
History

System/Copy
firmware

Install version 2.04 or later.

See Firmware
History

System/Copy
firmware

Install version 1.12 or later.

See Firmware
History
See Firmware
History

System/Copy
firmware
Printer firmware

Install version 1.14.1 or

later.
Install version 1.05 or later.

See Firmware
History

System/Copy
firmware

Install version 2.09 or later.

Install version 1.12 or later.

Install version 1.12 or later.

Page 12 of 22

6. SECURITY
Subject

All users log

in with the
same
privileges
Cannot login

Symptom
With the 'Authentication:
High Security' setting,
the machine cannot
authenticate a valid user
on an LDAP server.
SSID is blank in the
configuration page, if it is
32 characters long.
When they login to the
device via Web Image
Monitor within about 1
second.
Windows Vista via SMB

Cannot login

Intergration server

Cannot login

If User Code Auth. is

enabled, users are
shown the login screen
again after logging in.
Names that contain
spaces, input from the
operation panel
If there are a large
number of entries

Authentication

failure

Blank SSID

Login user
names not
saved
User codes
and names
not shown
correctly in
job history
XSS
vulnerability
Unauthorized
access
attempts not
logged
Users can
change
settings
without
necessary
privileges
Job log not
complete

Windows
Authentication

TSB #
See Firmware
History

Cause
System/Copy
firmware

Solution
Install version 1.12 or later.

See Firmware
History

NCS firmware

Install version 5.10c or

later.

See Firmware
History

Web Support
firmware

Install version 2.01 or later.

See Firmware
History
See Firmware
History
See Firmware
History

Network support
firmware
System/Copy
firmware
Browser Unit Type
B firmware

Install version 5.53.1 or

later
Install version 2.08 or later.

See Firmware
History

System/Copy
firmware

Install version 2.08 or later.

See Firmware
History

System/Copy
firmware

Install version 2.08 or later.

See Firmware
History
See Firmware
History

Web Support
firmware
System/Copy
firmware

Install version 2.02.1 or

later.
Install version 3.01 or later.

Web Image Monitor

settings

See Firmware
History

Web Support
firmware

Install version 2.03 or later.

User ID, Username or

Usercode not stored if
WIM is accessed more
than 300 times using
authentication

See Firmware
History

System/Copy
firmware

Install version 3.03 or later.

Cannot use Kerberos

when being
authenticated on a
Windows 2008 or
Windows 2008 R2
server.

See Firmware
History

NCS firmware

Install version 5.59 or later.

Web Image Monitor

Unauthorized Copying
attempts not logged in
the Access logs.

Install version 1.71 or later.

Page 13 of 22

Subject
Windows
Authentication

Windows
Authentication

Cannot
assign group
privileges

Symptom
Unable to retrieve the
Windows group name
from a Windows 2008
R2 server during
Windows Authentication.
Fails if the username or
password includes
lower-case European
characters.
Cannot assign them to a
logged in user if that
group has a name
consisting of more than
20 bytes.

TSB #
See Firmware
History

Cause
NCS firmware

Solution
Install version 5.59 or later.

See Firmware
History

NCS firmware

Install version 5.59 or later.

See Firmware
History

NCS firmware

Install version 5.59 or later.

Page 14 of 22

7. ERROR CODES
Subject
SC542
or SC555

Symptom
A SC542 or SC555
occurs.

TSB #
TSB#136

SC590

Should display SC495

SC632

When the MK-1 is

connected
After an automatic
reboot; cannot be
recovered with another
reboot
If the machine switches
to Energy Saver Mode
just after warming up
If the machine switches
to Energy Saver Mode
just after warming up
If the power is turned
OFF/ON during a remote
firmware update (RFU)
If IP-FAX is not used for
a while
When the device
changes into Energy
Saver mode
If authentication is
enabled, occurs after
2000 users have logged
on/off without a power
cycle.
When browsing the
network using SMB.

See Firmware
History
See Firmware
History
See Firmware
History

SC670

SC672
SC672
SC819
SC819
SC819
SC819

SC819
SC868

SC990
SC990
SC990

SC990
SC990

Cause
Thermostat worn
out; detected
wrong temperature
Engine firmware
System/Copy
firmware
System/Copy
firmware

Solution
Install three new
thermostats (install them
as a set). See TSB#136
Install version 1.09:60 or
later.
Install version 1.14.1 or
later.
Install version 3.05 or later.

See Firmware
History

System/Copy
firmware

Install version 1.12 or later.

See Firmware
History

System/Copy
firmware

Install version 1.13 or later.

See Firmware
History

System/Copy
firmware

Install version 2.04 or later.

See Firmware
History
See B828
Firmware
History
See Firmware
History

RFax firmware

Install version 02.00.00 or

later.
Install version 1.71 or later.

Browser Unit Type

B firmware

Install version 1.71 or later.

See Firmware
History
See B861
Firmware
History

NCS firmware

Install version 5.59 or later.

Damaged SD card
containing the VM
option (possibly
damaged during
installation).
System/Copy
firmware
Browser Unit Type
B firmware

Make sure that the

installation procedure is
followed exactly. See TSB
for details of the
installation procedure.
Install version 1.14.1 or
later.
Install version 1.71 or later.

Browser Unit Type

B firmware

Install version 1.71 or later.

Browser Unit Type

B firmware

Install version 1.71 or later.

System/Copy
firmware

Install version 3.03 or later.

When the SMC is printed See Firmware

History
Duplex documents
See B828
rescanned from the ADF Firmware
after a jam
History
If authentication is
See B828
enabled, occurs after
Firmware
2000 users have logged History
on/off without a power
cycle.
When the device
See B828
changes into Energy
Firmware
Saver mode
History
If a job that contains a
See Firmware
large amount of data per History
page is printed in duplex.

Browser Unit Type

B firmware

Page 15 of 22

Subject
SC990

SC991
SC997
SC997
SC997

Symptom
The use of 102 or more
Designation Sheets with
a stored job or with the
Copier's Sample Copy
function
When Wireless LAN is
enabled, under certain
set conditions.
A scan to SMB
destination was removed
from the job
When "VM Platform" is
selected in the User
Tools menu
SC997 occurs during the
operation of MFP
applications (Copy, Print,
etc).

TSB #
See Firmware
History

Cause
System/Copy
firmware

Solution
Install version 3.03 or later.

See Firmware
History

Network support
firmware

Install version 5.56 or later.

See Firmware
History

System/Copy
firmware

Install version 1.12 or later.

See B861
Firmware
History
GlobalScan
NX Firmware
History

VM card firmware

Install version 2.10 or later.

Global Scan NX
firmware

Install version 1.1.3.0 or

later.

Page 16 of 22

8. OPTIONAL UNITS
Subject
Copy
connection

Finisher

Symptom
The main machine prints
but the sub machine
does not
Images from the
previous job are printed
out by the sub machine.
The outputs from a
staple job are not shifted
(B700/701)
Folding does not work

Finisher

SR841: Jam

Fax

Fax does not start after

resetting the controller
The first destination in a
group is deleted
TIFF files not displayed

Copy
connection
Finisher

Fax
Fax
Fax

Fax

Fax
Fax

Mailbox

On-hook transmission
and manual reception
are disabled when the
on-hook key is pressed.
Under certain conditions
(see the TSB), the
sender information is not
included in the Send
Results.
Cannot see PC fax
history from a PC
Received fax documents
stored in memory cannot
be printed out if the FCU
is reset.
Paper jam when A5 SEF
is fed out to the mailbox.

VM Card

0301 error at installation

VM Card

Cannot reinstall the card

VM Card

Cannot install SDK

applications
SC868
The VM card cannot be
re-installed
SDK applications cannot
be installed

VM card
VM card
VM card

TSB #
See Firmware
History

Cause
System/Copy
firmware

Solution
Install version 1.12 or later.

See Firmware
History

System/Copy
firmware

Install version 1.14.1 or

later.

See Firmware
History

System/Copy
firmware

Install version 1.14.1 or

later.

See Firmware
History
See B706
Firmware
History

System/Copy
firmware
Excessive force
was placed on the
shaft bearing

Install version 3.01 or later.

See Firmware
History
See Firmware
History
See B861
Firmware
History
See Firmware
History

System/Copy
firmware
Fax firmware

Install version 4.00 or later.

VM card firmware

Install version 2.10 or later.

FCU firmware

Install version 03.00.00 or

later.

See Firmware
History

Fax firmware

Install version 7.00 or later.

See Firmware
History
See Firmware
History

RFax firmware

Install version 03.00.00 or

later.
Install version 9.00 or later.

See TSB B762

003

Software bug
(EPROM on the
mailbox control
board)
The user turned
the power off
before installation
finished

Install new parts (Refer to

TSB B762 003)

Damaged SD card
containing the VM
option. The card
may have been
damaged during
installation.

Make sure that the

installation procedure is
followed exactly.

See PUB(C)077
See PUB(C)077
See PUB(C)077
See TSB#108
See TSB#108
See TSB#108

Fax firmware

If this occurs, attach the

new shaft bracket and
modified shaft. Some
machines also need a new
upper stay.
Install version 2.04 or later.

Reset some SP modes

and try to install again.

Page 17 of 22

Subject
Browser unit

Browser unit

Browser unit

Symptom
The browser screen
does not respond after
the machine has entered
Sleep Mode.
The browser screen
does not respond if the
operation switch is
turned off/on while the
software keyboard is
displayed
Scanning from browser
cancelled

Browser unit

No user login screen

displayed

Browser unit

Incorrect orientation
applied to Scan Router
document
ScanRouter login screen
not shown in the
Browser unit if device
settings have been
changed but the device
has not been rebooted.

Browser unit

TSB #
See B828
Firmware
History

Cause
Browser Unit Type
B firmware

Solution
Install version 1.71 or later.

See B828
Firmware
History

Browser Unit Type

B firmware

Install version 1.71 or later.

See B828
Firmware
History
See B828
Firmware
History
See B828
Firmware
History
See B828
Firmware
History

Browser Unit Type

B firmware

Install version 1.71 or later.

Browser Unit Type

B firmware

Install version 1.71 or later.

Browser Unit Type

B firmware

Install version 1.71 or later.

Browser Unit Type

B firmware

Install version 1.71 or later.

Page 18 of 22

9. IMAGE PROBLEMS
Subject
Lines at the
trailing edge
Pixels are
swapped
Overlapping
pages

Symptom
Large PCL or PS jobs:
Pixels swapped due to a
byte ordering error
2 separate jobs are
stored on the HDD as a
single job with
overlapping page
images.

RTB #
See Firmware
History
See Firmware
History

Cause
System/Copy
firmware
System/Copy
firmware

Solution
Install version 1.12 or later.

See Firmware
History

System/Copy
firmware

Install version 2.08 or later.

See the Firmware History
for the conditions when
this occurs.

Install version 2.04 or later.

Page 19 of 22

10. OTHERS
Subject
Machine
freezes
Machine
freezes
Machine
freezes

Machine
freezes

Machine
freezes
Machine
freezes
Machine
freezes

Machine
freezes
Machine
freezes
Machine
freezes
Machine
freezes
Machine
freezes
Machine
freezes

Machine
freezes

Symptom
A scan to SMB
destination was removed
from the job
An LDAP search
reference recursively
spans 3 or more servers
Soon after a power
cycle, a Java SDK
application is accessed
from Extended Feature
Settings on the operation
panel.
The machine receives
an RPCS job after
another RPCS job was
canceled by an
authentication error
HPGL syntax error;
Processing is displayed
in the operation panel
When waking from sleep
mode
A user tries to print a
stored job (e.g. Locked
Print) while the
ScanRouter capture
function is enabled
PCL jobs containing
character codes that are
not on the font SD card
Jobs containing
bitmapped PCL fonts
Jobs created using SAP
DeviceType or Barcode
&OCR package for SAP
System DT
Waking up from sleep
mode
If a print job is initiated
while the Data Overwrite
Security Unit setting is
enabled.
Caused by LPR jobs
containing a ustatus
readback if USB is
disabled. "Processing" is
displayed in the
operation panel.

RTB #
See Firmware
History

Cause
System/Copy
firmware

Solution
Install version 1.12 or later.

See Firmware
History

System/Copy
firmware

Install version 1.12 or later.

See Firmware
History

System/Copy
firmware

Install version 1.13 or later.

See Firmware
History

Printer firmware

Install version 1.01 or later.

See Firmware
History

Printer firmware

Install version 1.04 or later.

See Firmware
History
See Firmware
History

Scanner firmware
Printer firmware

Install version m3_1.17 or

later.
Install version 1.06 or later.

See Firmware
History

Printer firmware

Install version 1.07 or later.

See Firmware
History
See Firmware
History

Printer firmware

Install version 1.07 or later.

Printer firmware

Install version 1.07 or later.

See Firmware
History
See Firmware
History

Scanner firmware

Install version m3_1.18 or

later.
Install version 2.09 or later.

See Firmware
History

Network support
firmware

Install version 5.55 or later.

If a PCL job is submitted

via sftp while the printer
spooler or sftp spooler
are stopped.

See Firmware
History

Network support
firmware

Install version 5.56 or later.

System/Copy
firmware

Page 20 of 22

Subject
Machine
freezes
Machine
freezes

Machine
freezes
Machine
freezes

Scanning
stalls
Scanning
stalls
Scanning
stalls
Scanning
stalls
Cannot turn
the machine
off
Cannot turn
the machine
off
Wording
errors
Wording
errors
Wording
errors
Wording
errors
Incorrect
language
No recovery
from energy
saver mode
An SP or
User Tool
does not
work

Symptom
PCL jobs containing
fonts with a number of
characters that is
divisible by 256.
If a user logs back in
after their session has
timed out;
"Authenticating... Please
wait" displayed.
If captured data is
transferred to a delivery
server such as
ScanRouter.
If the Scanner transmits
a JPEG image or the
password for a stored
Printer document is
changed.
An LDAP search
reference recursively
spans 3 or more servers
Waking up from sleep
mode
Waking up from sleep
mode
Trying and failing to login
to a Scan destination
three times
If "Clear Modes" is
selected while the
machine prepares the
preview display
If "Clear Modes" is
selected while the
machine prepares the
preview display
Chinese: 8k paper size
not shown correctly
Web Image Monitor:
French, Portuguese,
Danish for Used Toner
Bottle
Russian: Web Image
Monitor
Polish (PM Call)
Russian (reports not
output in Russian)
When accessed by a
server application
SP6-128-8 (Fine Adjust
Z-Fold 1)

RTB #
See Firmware
History

Cause
Printer firmware

Solution
Install version 3.02 or later.

See Firmware
History

System/Copy
firmware

Install version 3.03 or later.

See Firmware
History

Network DocBox
firmware

Install version 3.02 or later.

See Firmware
History

System/Copy
firmware

Install version 3.06 or later.

See Firmware
History

System/Copy
firmware

Install version 1.12 or later.

See Firmware
History
See Firmware
History
See Firmware
History

Scanner firmware

Install version m3_1.17 or

later.
Install version m3_1.18 or
later.
Install version 5.59 or later.

See Firmware
History

System/Copy
firmware

Install version 1.13 or later.

See Firmware
History

Scanner firmware

Install version m3_1.16 or

later.

See Firmware
History
See Firmware
History

Web Support
firmware
Web Support
firmware

Install version 1.02 or later.

See Firmware
History
See Firmware
History
See Firmware
History
See B861
Firmware
History

Web Support
firmware
Language Install
firmware
Printer firmware

Install version 2.02.1 or

later.
Install version 0.72 or later.

VM Card C
firmware

Install version 2.09 or later.

See Firmware
History

Engine firmware

Install version 1.10:60 or

later.

Scanner firmware
NCS firmware

Install version 2.01 or later.

Install version 1.04 or later.

Page 21 of 22

Subject
An SP or
User Tool
does not
work
Some jobs
not shown
Some jobs
not shown

Machine is
too slow
Machine is
too slow
Machine is
too slow

Symptom
Fold adjustments not
reflected

RTB #
See D454
Firmware
History

Cause
Folder_DONAU
firmware

Solution
Install version 01.140:12 or
later.

Stored jobs (e.g., Locked

Print), not shown in job
history if a hard disk is
installed
Stored jobs (Locked
Print, Sample Print, etc.)
not shown in the
operation panel if the
DOS Unit is installed.
DOS unit is installed

See Firmware
History
See Firmware
History
See Firmware
History

System/Copy
firmware
Web Support
firmware
System/Copy
firmware

Install version 2.08 or later.

See Firmware
History
See Firmware
History
See Firmware
History

System/Copy
firmware
Network support
firmware
System/Copy
firmware

Install version 2.09 or later.

See B861
Firmware
History
See Firmware
History

VM card firmware

Install version 2.10 or later.

System/Copy
firmware

Install version 3.02 or later.

See B828
Firmware
History

Browser Unit Type

B firmware

Install version 1.71 or later.

WIM is slow if SSDP is

installed
Use of the Cover
Interposer Tray when
there are jobs waiting in
the print queue.

Cannot copy
files
Real time
clock is slow
Files not
deleted from
HDD

If the machine is turned

off/on more than 1000
times
If the main power switch
is turned off while
scanned data is being
transferred.

Install version 2.02.1 or

later.
Install version 3.03 or later.

Install version 5.55 or later.

Install version 3.03 or later.

Page 22 of 22