Bollettino Informazione Tecnica / Technical Information Bulletin

Supporto Tecnico / Technical Support
Bollettino Informazione Tecnica / Technical Information Bulletin
compilato da / compiled by approvato da / approved by data / date codice / code

TIB
S. Perazio A. Niosi 15/03/2016 808659 05
classe-prodotto / class-product
d-Color MF254, d-Color MF304, d-Color MF364

Sistemi interessati / system concerned
titolo / subject
ERROR CODE “C-D011” OR “C-D050” AND / OR “C-FA14”
Descrizione / Description
The purpose of this document is to inform the Field about possible Error Codes “C-D011” / “C-D050” /
“C-FA14” that may occur on d-Color MF364, d-Color MF304 and d-Color MF254.
Index Part 1
A Symptom Page 3
B Cause Page 3
C Action Page 3
(The Index continues on next page)
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Modulo IO-TIB-A (Liv.03)
INFORMAZIONI RISERVATE, DA DIVULGARE SOLO SU AUTORIZZAZIONE DEL “SUPPPORTO TECNICO”
CONFIDENTIAL INFORMATION ONLY TO BE DISCLOSED WITH PERMISSION FROM “TECHNICAL SUPPORT”
data / date codice - progr./ code - number TIB
15/03/2016 808659 05
Index Part 2
D Repair Procedure Page 4
1 Download the 4 files from FTP Server for Service Page 4
a) USB-RESET – File “a789be.tar” Page 4
USB-BOOT – File “20151126_A7PU0Y0-F000-GG3-
b) Page 4
54(00)_CHECKSUM-1024.exe”
c) USB-FW – File “A7PU0Y0-F000-GC3-54.exe” Page 4
d) USB-SATA – File “A7PU0Y0-F000-GXX-A6(00).exe” Page 5
2 Preparation Work Page 6
a) USB-RESET Page 6
b) USB-BOOT Page 6
c) USB-FW Page 6
d) USB-SATA Page 7
Check if the “SATA-Controller Data” can be updated with the
3 Page 8
following procedure
Based on the above condition “a.”, “b.”, “c.” different steps are
4 Page 9
required
a) When the Condition “a.” is occurred Page 9
b) When the Condition “b.” is occurred Page 9
c) When the Condition “c” is occurred Page 9
E MFPB Reset Procedure Page 10
1 Preparation Work Page 10
2 Upload the “BOOT Program” to Version “G00-02” Page 10
3 Install Firmware “GC3-54” Page 12
4 MFPB Reset Procedure Page 12
5 Board Initialization / Recovery Page 13
Case 1 – If the MFPB has been reset in its original MFP (to recover
a) Page 13
from a problem situation)
b) Case 2 – If the MFPB has been reset in a MFP just to reset the MFPB Page 14
F MFPB Replacement Procedure Page 15
1 Replacement Procedure Page 15
2 Required Check after Recovery Page 19
3 Spare Parts Information Page 20
Information that are Mandatory for asking the Replacement of Main
4 Page 21
Board
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A. Symptom:
On d-Color MF364 Series, Error Codes “C-D011” / “C-D050” / “C-FA14” may occur, analyzing the
logs can be seen that the device is not able to detect the HDD.
After around 300 tries to detect the HDD without success, the above Error Codes are showed.
B. Cause:
Following the Main Board analyzed by the R&D, the following two problems were identified:
• SATA Controller data garbled
• MFPB SPI Flash Data garbled
Note:
• At the moment the problem still under studying, but the R&D has provided the Repair
Procedure described in the next pages.
C. Action:
If the above mentioned problem occurs in Field, please perform the procedure described on the
next pages.
If after having performed the repair procedure the problem will not be solved and the "MFP Board"
needs equally to be replaced, you have to follow the “MFPB Replacement Procedure” described
at point “F” starting from “Page 15” of this TIB
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D. Repair Procedure
On the following steps is described the procedure to repair a MFP which shows the Error Code
“C-D011”, “C-FA14” and/or “C-D050”.
Due to the fact that, when device is suffering from “C-D011”, “C-FA14” and/or “C-D050” Problem,
one of the two issues mentioned on point “B” of this TIB can be the cause, the following procedure
must be followed step by step.
Note:
• Currently we have no confirmation that the problem does not reoccur after a while. Like
it has been after a board replacement, with a new one.
1. Download the 4 files from FTP Server for Service
From the FTP Server for Service download the following files:
a) USB-RESET – File “a789be.tar”
On your PC create a folder named “USB-RESET”, and Download into it the File
“a789be.tar”. The link of the FTP Server for Service is the following:
• ftp://OLI_GEN_Public:xUqsCs34f@ftp.olivetti.com/service/digital_color_products\d-
ColorMF364Series\Firmware\FW-SATA-Issue\USB-RESET
b) USB-BOOT – File “20151126_A7PU0Y0-F000-GG3-54(00)_CHECKSUM-1024.exe”
On your PC create a folder named “USB-BOOT”, then Download into it the File
“20151126_A7PU0Y0-F000-GG3-54(00)_CHECKSUM-1024.exe”. The link of the FTP
Server for Service is the following:
ftp://OLI_GEN_Public:xUqsCs34f@ftp.olivetti.com/service/digital_color_products\d-
ColorMF364Series\Firmware\FW-SATA-Issue\USB-BOOT
c) USB-FW – File “A7PU0Y0-F000-GC3-54.exe”
On your PC create a folder named “USB-FW”, then Download into it the File “A7PU0Y0-
F000-GC3-54.exe”. The link of the FTP Server for Service is the following:
ColorMF364Series\Firmware\FW-SATA-Issue\USB-FW
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d) USB-SATA – File “A7PU0Y0-F000-GXX-A6(00).exe”
On your PC create a folder named “USB-SATA”, then Download into it the File
“A7PU0Y0-F000-GXX-A6(00).exe”. The link of the FTP Server for Service is the
following:
ColorMF364Series\Firmware\FW-SATA-Issue\USB-SATA
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2. Preparation Work:
Prepare 4 USB memories keys as below reported:
a) USB-RESET
Copy the file “a789be.tar” in the root folder of the 1st USB memory. (USB-RESET)
b) USB-BOOT
Click twice on the File “20151126_A7PU0Y0-F000-GG3-54(00)_CHECKSUM-1024.exe”

and unzip it.
The folder “A7PU0Y0-F000-GG3-54(00)” is automatically created. Click on it to open the
folder.
Copy the Folder “FW0002” in the root folder of the 3rd USB memory. (USB-BOOT)
c) USB-FW
Click twice on the File “A7PU0Y0-F000-GC3-54.exe” and unzip it.

The folder “A7PU0Y0-F000-GC3-54(00)” is automatically created. Click on it to open the
folder.
Copy the Folder “FW0002” in the root folder of the 2nd USB memory. (USB-FW)
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d) USB-SATA
Click twice on the File “A7PU0Y0-F000-GXX-A6(00).exe” and unzip it.

The folder “A7PU0Y0-F000-GXX-A6(00)” is automatically created. Click on it to open the
folder.
Copy the Folder “FW0002” in the root folder of the 4th USB memory. (USB-SATA)
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3. Check if the “SATA-Controller Data” can be updated with the following procedure:
To upload the “SATA Controller Data” perform the following steps:
a) Take the 4th USB Memory (USB-SATA), that contains the SATA Controller Data.
b) Turn OFF the Main Power Switch
c) Insert the “USB-SATA” USB memory into the USB Slot
d) Turn the Main Power Switch to ON while pressing the “Stop” button.
e) “Downloading” is shown during updating the “SAT Controller”
f) “SATA FW Update completed Successfully.” is shown and the Start key turns blue
when finished.
Note:
• If the update failed, “SATA FW Update completed Failed.” is shown and the Start
key turns Red
• If the screen shows the two grey bars for longer than 3 to 5 minutes, the SATA
Controller Data could be garbled
g) Turn the Main Power Switch to OFF.

The following three (3) conditions can occur:
a. Condition completed successful Î SATA Controller works correctly
b. Condition hangs with two grey bars Î SATA Controller works correctly
c. Condition failed Î Replace the MFPB with a “New

MFPB”, or with a “MFPB” which has
been reset (using the “Reset MFPB”
Tool).
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4. Based on the above condition “a”, “b.”,”c.” different steps are required:
The following three (3) steps describe the operations you have to make, which are based to
the condition obtained when you uploaded the "SATA-Controller Data" to MFP.
a) When the Condition “a.” is occurred:
If the Condition “a.” is occurred, basically machine operate normally.
Note:
• If you want to be sure you can even continue with next point “b)”.
• Based on R&D information, this is not necessary.
b) When the Condition “b.” is occurred:
If the Condition “b.” is occurred, the “MFPB Reset” has to be performed.
If needed, please follow the procedure described on point “E – Reset Tool Usage”
described at page ….. of this TIB.
c) When the Condition “c.” is occurred:
If the Condition “c.” is occurred, the “MFP Board” has to be replaced.
If needed, please follow the procedure described on point “F – MFPB Replacement

Procedure” starting from “Page 15”of this TIB.
Important Note:
• Be sure that the Firmware of the "Power Sub CPU" version "G010" is installed on
the MFPB; if it is not yet updated, you have to update the "Power Sub CPU Firmware
" to “G010” to prevent other problems which are solved with (G010). (Follow the
procedure described on the TIB03)
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E. MFPB Reset Procedure
The “Reset Tool” can be used to reset a used MFPB (Not a Broken MFPB) for later use in another
MFP which has a defective MFPB.
If you use the Tool to reset the MFPB in a MFP is originally installed, you can do it if you manage
to prepare the machine with the precondition mentioned in the below procedure.
1. Preparation Work
For preparation Work, please refer the following two (2) points of this TIB:
• “1. Download the 4 files from FTP Server for Service” Æ Page 3 of this TIB
• “2. Preparation Work” Æ Page 5 of this TIB
2. Upload the “BOOT Program” to Version “G00-02”
Perform the following steps to upload the “BOOT Program” to version “G00-02”.
a) Update the “Boot Program“ to Version “G00-02” by use of prepared USB Memory Stick
named “USB-BOOT”.
Note:
• The Boot Program Version “G00-02” is required to perform a successful reset.
b) Turn OFF the Main Power Switch

c) Insert the USB Memory Stick named "USB.BOOT" during the preparation into the USB
Slot.
d) Turn the Main Power Switch to ON while pressing the “Stop” button.
Note:
• Hold it until a Black Dot appears at the top right corner of the Touch Panel
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e) Touch “Boot Rom” button
f) The following window is opened:
g) Touch “START” button

h) When the update of Boot Program is finished, the message “BOOT ROM Update
completed successfully. Turn Main Switch OFF and ON” appears below the “START”
button.
i) Turn the Main Power Switch to OFF.
j) Pull out the USB Memory Stick contained the “USB-BOOT” program
Note:
• When you finished this procedure, jump to point 3 (Next page) to continue the procedure to
install the Firmware GC3-54”.
• If on the MFP is already uploaded the FW “G00-84”, you can proceed to uploading the
Special FW “GC3-54; then as last operation (after having finished the procedure) upgrade
again the FW “G00-84”
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3. Install Firmware “GC3-54”
Important Note:
• The Firmware “GC3-54” is needed as precondition for the Reset Tool.
• MFP-Controller Firmware has to be at “GC3-54” to perform a successful reset.
• Take care that the correct Machine Type is selected before installing the FW. (Refer
the Table below)
First 4 digits of Serial Number A7PU (MF364) A7PY (MF304) A7R0 (MF254)
Machine 6 6 6
Type 1 2 D
a) Upload the Special Firmware “GC3-54” by use of prepared USB Memory Stick named
“USB-FW”.
• To upgrade the Firmware follow the procedure described on the TIB 01.
4. MFPB Reset Procedure
Using USB Memory Stick named "USB-RESET" reset the MFPB.
To reset the MFPB using the “Reset Tool” perform the following steps:
a) Be sure that the Main Power Switch is turned OFF.

b) Insert the USB memory Stick named “USB-RESET” during the preparation into the USB
Slot
c) Turn the Main Power Switch to ON while pressing the “Stop” button.
Note:
• Hold it until a Black Dot appears at the top right corner of the Touch Panel
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d) Wait until “Data Initialization Completed!” is shown.
e) Turn Main Power Switch OFF

f) Pull out the “USB-RESET” Memory Stick
g) As next step perform the procedure described on point 5 below
5. Board Initialization / Recovery
Depending where the MFPB has been reset, perform one of the following procedure:
a) Case 1 – If the MFPB has been reset in its original MFP (to recover from a problem
situation)
I. Turn the Main Power Switch ON

II. In case “C-D390” appears, touch “Recovery Data” button and then “Yes” button
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III. Touching “Yes” button the procedure starts. Do not touch the MFP wait until the
message “Turn the Main Power Switch OFF and ON”
IV. Turn the Main Power Switch OFF, and after 20 seconds ON again.
b) Case 2 – If the MFPB has been reset in a MFP just used to reset the MFPB.
In this case, the MFPB Board has been reset in a MFP just used to reset the Main Board,
but Technician like to install the "MFPB Board" in another MFP.
I. Perform the MFPB replacement procedure like when you install a new MFPB.
To replace the MFPB follow the procedure described on point “F – MFPB

Replacement Procedure” starting from “Page 15” of this TIB.
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F. MFPB Replacement Procedure
The following information has been created by R&D to ensure correct MFPB replacement in the
Field.
Important Note:
• When you replace the MFPB of a d-Color MF364 Series in Field, you have to follow step
by step the procedure below reported.
1. Replacement Procedure
a) Turn the Main Power Switch to OFF

b) Unplug the Power Cord
c) Uninstall the original HDD
d) Remove the original (the faulty Board) “MFP Board” from the Main Board.
e) Remove the original “eMMC”, the 2 x “EEPROMs” and the “RAM Module” from the original
MFPB (the damaged one), and put those on the new MFPB Board.
f) Install to the MFP the new MFPB assembled with eMMC”, the 2 x “EEPROMs” and the
“RAM Module”
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Note:
• 2 x EEPROMs needed to be positioned correctly.
• The Top One needs to put on the top of the new MFPB (Before to remove the
EEPROM from the MFPB damaged, mark its position, top or bottom position)
• The bottom one needs to put on the bottom on the new MFPB (Before to remove the
EEPROM from the MFPB damaged, mark its position, bottom or top position)
• It is also important to install those EEPROMs in the correct direction
g) Install the original HDD back into the system

h) Plug a USB memory which contains Firmware into the USB Port near Control Panel.
Note:
• “FW0002” folder needs to be saved in the root directly of the USB Memory. (Refer
the TIB01 for details on uploading the FW).
i) Push and hold “Stop” button on the Control Panel while turning the Main Power Switch
ON.
j) Hold the Stop button until a Black dot appears at the top right corner of the touch panel.
k) Wait until Firmware Update Screen appears. (it would take about 2 / 3 minutes)
l) After Firmware Update Screen appears, touch “Machine Type” and input the correct value
in “Machine” and “Type”. Do not forget to touch “Fix” button after inputting the values.
Refer the table below for the values
First 4 digits of Serial Number A7PU (MF364) A7PY (MF304) A7R0 (MF254)
Machine 6 6 6
Type 1 2 D
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m) After set the correct “Machine” and “Type” the MFP return to the main menu of the
Firmware. From it push the "Start" button to start the Firmware Upgrade procedure.
n) Wait until the Firmware Update process is completed. (it would take 2-3 minutes)
o) Once it is completed, (The “START” button will be lit in Blue), wait 1 minutes and remove
the USB Memory.
p) Turn OFF the Main Power Switch.
q) Wait 20 seconds and Turn ON the Main Power Switch. Wait until the machine
completes the boot-up.
r) The machine will detect a fault, and may re-boot itself several.
Note:
• Although Service Manual describes “C-D390 code will appear”, the code may not
appear. Another fault code (most likely C-FA14) would appear instead of “C-D390”.
s) When “C-FA14” or another fault code appears, enter in Service Mode and perform
“Logical Format” of HDD:
• “Menu” key Æ “Counter” button Æ “Display Keypad” button Æ “Stop 0 0 Stop 0
1” Æ Enter the “CE Password” (Standard PSW is: 9272927292729272) Î “State
Confirmation” button Æ “Memory / Storage Adjustment” button Æ touch the
black arrow “↓” to go at “2 / 2 page” Æ “Format” button Æ “Logical Format”
t) When the message “Please Turn the Main Switch Off and ON” appears, Turn the Main
Power Switch to OFF.
u) Wait about 20 seconds, then Turn ON the Main Power Switch.
(Continues on next page)

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v) In case “C-D390” appears after “Step 17”, touch “Recover data” button and then “Yes”
button:
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w) When the message “Turn the Main Power Switch OFF and ON” appears, Turn OFF the
Main Power Switch.
x) Wait 20 seconds, then Turn ON the Main Power Switch
2. Required Check after Recovery
Because the settings can be different after recovery the following items have to be checked
and corrected:
a) Turn Select “Other2” in “Marketing Area”.

• Service Mode Æ “System 1” button Æ “Marketing Area” button Æ Set “Other2”
b) Set the installed Document Feeder in “ADF Settings”

• Service Mode Æ “System 2” button Æ scroll to “Page 2 / 3” Æ “ADF Settings” button
Æ Set the installed ADF on System
c) Set “Date & Time” in Service Mode

• Service Mode Æ Select the following sequence on numeric keypad: “Stop 1 1 4 4 C”
Æ “Data & Time Set” Æ Touch “Entry” of “Data & Time Set” Æ Touch “Apply”.
Confirmation Screen will appear. Touch “OK” button and then “END” button.
d) Set the “HDD” to “Set” in Service Mode.

• Service Mode Æ “System 2” Æ “HDD” Æ Set the HDD to “SET”
After having set the HDD to “SET”, you have to turn OFF the Main Power Switch of the
MFP, and after 20 seconds it again ON.
e) Wait until the MFP is fully Ready.
f) Ask the Administrator of Customer to confirm whether a “Non-Standard Administrator

Password” was used before, and then set the correct Password in the machine.
• Example 1 Î Standard PSW: 1234567812345678
• Example 2 Î Non-Standard PSW: A PSW different from the Standard one. (Ask the
PSW to Administrator)
Note:
• The Software Switch Settings could be changed to factory Default.
g) Compare the value of the "DipSW" set on the MFP with the value of the same "DipSW" on
the "Machine Management List" printed or exported previously during last visit..
• If necessary adjust the value of those "DipSW" that, after the reset, are different from
the previous one.
h) Check the Network setting.
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i) The "Web Browser" could be disabled after the reset; if it was enabled before the problem
occurred, you have to enable it again in Administrator Mode. (MFP needs to be connected
to a LAN)
3. Spare Part Information
Following you find the Spare Parts information to order the Main Board “MFPB” to Spare Parts
Dept. if needed.
• The Spare Parts Code of the "MFP Board" (MFPB) is the following: AVGR34912 Q.
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4. Information that are Mandatory for asking the replacement of the Main Board
If the MFPB needs to be replaced with a new one, it is Mandatory to provide to Olivetti the
following information:
ATTENTION:
• If you do not fill the table above with all information requested, the "MFPB Board"
will not be replaced.
• IT IS MANDATORY TO PROVDE ALL INFORMATION REQUESTED.
Information that are Mandatory for replacement of Main Board

Information Needed Answer
Product Name:
Product Serial Number:
MFPB Board Serial Number
SATA Controller Rewriting Tool used (USB-SATA) “Yes / No”:
MFPB Reset Tool used (USB-RESET) “Yes / No”:
MFPB BOOT Program uploaded (USB-BOOT) “Yes / No”:
Error Code “C-D011” occurred “Yes / No”:
Error Code “C-D050” occurred “Yes / No”:
Error Code “C-FA14” occurred “Yes / No”:
Date when Error Code occurred:
Date of Installation:
Total Mechanical Counter:
• How to detect where the Serial Number of the “MFP Board” is located:
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Olivetti HQ, after having received all information above mentioned, will analyse the
problem and then he will inform you about the procedure that you have to follow.
The information above must be sent via the official channels at the following E-mail Addresses:
Italian Dealer:
Send the information necessary to analyse the problem to the following E-Mails:
• Concessionari-Copia@olivetti.com
And put in copy to the following E-mail addresses:
• mariapilar.clingo@olivetti.com
• stefano.perazio@olivetti.com
Agencies:
Send the information necessary to analyse the problem to the following E-Mails:
• subsidiaries-support@olivetti.com
And put in copy to the following E-mail addresses:
• marianna.ilardi@olivetti.com
• mariapilar.clingo@olivetti.com
• stefano.perazio@olivetti.com
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compilato da / compiled by approvato da / approved by data / date codice / code

d-Color MF254, d-Color MF304, d-Color MF364

ERROR CODE “C-D011” OR “C-D050” AND / OR “C-FA14”

(The Index continues on next page)

data / date codice - progr./ code - number TIB

data / date codice - progr./ code - number TIB

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1. Download the 4 files from FTP Server for Service

a) USB-RESET – File “a789be.tar”

b) USB-BOOT – File “20151126_A7PU0Y0-F000-GG3-54(00)_CHECKSUM-1024.exe”

c) USB-FW – File “A7PU0Y0-F000-GC3-54.exe”

data / date codice - progr./ code - number TIB

d) USB-SATA – File “A7PU0Y0-F000-GXX-A6(00).exe”

data / date codice - progr./ code - number TIB

Prepare 4 USB memories keys as below reported:

Click twice on the File “20151126_A7PU0Y0-F000-GG3-54(00)_CHECKSUM-1024.exe”

Click twice on the File “A7PU0Y0-F000-GC3-54.exe” and unzip it.

data / date codice - progr./ code - number TIB

Click twice on the File “A7PU0Y0-F000-GXX-A6(00).exe” and unzip it.

data / date codice - progr./ code - number TIB

To upload the “SATA Controller Data” perform the following steps:

g) Turn the Main Power Switch to OFF.

a. Condition completed successful Î SATA Controller works correctly

c. Condition failed Î Replace the MFPB with a “New

data / date codice - progr./ code - number TIB

a) When the Condition “a.” is occurred:

If the Condition “a.” is occurred, basically machine operate normally.

b) When the Condition “b.” is occurred:

If the Condition “b.” is occurred, the “MFPB Reset” has to be performed.

c) When the Condition “c.” is occurred:

If the Condition “c.” is occurred, the “MFP Board” has to be replaced.

If needed, please follow the procedure described on point “F – MFPB Replacement

data / date codice - progr./ code - number TIB

E. MFPB Reset Procedure

2. Upload the “BOOT Program” to Version “G00-02”

b) Turn OFF the Main Power Switch

data / date codice - progr./ code - number TIB

e) Touch “Boot Rom” button

f) The following window is opened:

g) Touch “START” button

data / date codice - progr./ code - number TIB

3. Install Firmware “GC3-54”

4. MFPB Reset Procedure

Using USB Memory Stick named "USB-RESET" reset the MFPB.

a) Be sure that the Main Power Switch is turned OFF.

data / date codice - progr./ code - number TIB

d) Wait until “Data Initialization Completed!” is shown.

e) Turn Main Power Switch OFF

5. Board Initialization / Recovery

I. Turn the Main Power Switch ON

data / date codice - progr./ code - number TIB

To replace the MFPB follow the procedure described on point “F – MFPB

data / date codice - progr./ code - number TIB

F. MFPB Replacement Procedure

a) Turn the Main Power Switch to OFF

data / date codice - progr./ code - number TIB

g) Install the original HDD back into the system

Refer the table below for the values

data / date codice - progr./ code - number TIB

(Continues on next page)

data / date codice - progr./ code - number TIB