TROUBLESHOOTING GUIDE

10/06/2016

PRODUCT CODE: D197/D198/D199/D200/D201/D202

APPLICABLE MODEL:
LANIER – MP 2554SP/MP 3054SP/MP 3554SP/MP 4054SP/MP 5054SP/MP 6054SP
RICOH – MP 2554SP/MP 3054SP/MP 3554SP/MP 4054SP/MP 5054SP/MP 6054SP
SAVIN – MP 2554SP/MP 3054SP/MP 3554SP/MP 4054SP/MP 5054SP/MP 6054SP

GENERAL:
The attached document is the Troubleshooting Guide for the D197/D198/D199/D200/D201/D202. 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 ................................................................................ 4
3. CONNECTIVITY .................................................................................. 5
4. PRINTING/SCANNING ........................................................................ 7
5. OPERATION PANEL........................................................................... 9
6. SECURITY......................................................................................... 13
7. ERROR CODES and MESSAGES .................................................... 15
8. OPTIONAL UNITS............................................................................. 18
9. IMAGE PROBLEMS .......................................................................... 21
10. MECHANICAL PROBLEMS ............................................................ 22
11. OTHERS .......................................................................................... 23

Copyright  2016 RICOH Americas Corporation. All rights reserved. Page 1 of 25

1. PAPER FEED ERRORS
Subject Symptom TSB Cause Solution Note
Jam When stapling & SR3130 Internal Finisher Install version
punching B5 LEF Firmware SR3130 firmware 01.070:02 or newer.
sheets. History
Jam Firmware Engine firmware Install version 1.09:03
History or newer.
Jam When the next print Firmware Engine firmware Install version 1.10:03
job starts during History or newer.
post processing for
the previous job
Jam Jam 157 when TBA A Mylar is damaged Replace the Mylar
exiting to the proof after repeated contact (modified P/N
tray on the with the paper. As a D6884119). Order two
SR3160/3170 result, a crack forms of these and replace
and gradually expands. the mylars at the front
and rear.
Jam Jam 151 or 152 TBA The spring connected Replace the solenoid
when exiting to the to the solenoid breaks. (P/N D6882248).
proof tray on the
SR3160/3170
Jam SR3140/SR3150 Firmware Finisher SR3140 Install version
History firmware 01.230:04 or newer.
Jam Code 151, 152, or D703-D704 SR3170: The spring Replace the solenoid
157 - 020 and bracket for the gate (P/N D6882115) and/or
solenoid break, or a the mylar (P/N
Mylar is worn down by D6884119).
contact with the paper.
Jam "Initial jam" when Firmware Finisher Install version
the machine History SR3160/SR3170 02.380:10 or newer.
switches to Proof firmware
mode
Jam During a center Firmware Engine firmware Install version 1.12:03
stapling job if the History or newer.
previous job was
exited to the shift
tray
Jam Jam 112 D690 002 The harness is Replace the harness This is
repeatedly bent during with three new parts as for the
operation explained. SR3130
finisher
Jam JAM64 on 1 bin tray D692 001 Execute SP5-804-049
BN3110 to reverse the paper
exit roller and let the
user remove the
jammed paper.
Jam JAM64 on 1 bin tray TSB# D692 Accordion jam in front Do the procedure in the
BN3110, and - 002 of the exit roller TSB
cannot remove the
paper
Jam With jobs that use Firmware Finisher Install version
the shift tray as the History SR3160/SR3170 02.390:10 or newer.
output tray. firmware

Page 2 of 25
Subject Symptom TSB Cause Solution Note
Jam If Jam64 occurs in Firmware Engine firmware Install version 1.16:03
the 1-bin tray, the History or newer.
jammed paper
may not be
visible.
Jam JAM01 or JAM16 D779 ARDF 3090 firmware Install version
when scanning Firmware 01.290:03 or newer.
thin originals History
Jam JAM14 as a result D779 ARDF 3090 firmware Install version
of an unwanted Firmware 01.290:03 or newer.
delay in feeding History
out the last sheet
of the original.
Jam JAM14 in the job D779 ARDF 3090 firmware Install version
after initialization, Firmware 01.290:03 or newer.
if the ARDF was History
lifted during
initialization
Multi- When feeding from D146- Friction between Attach the pad (P/N:
feed the DF3090 D147- originals is too high for D6842314) and Mylar
D148- the pad to separate the (P/N: D6842313).
D148-D150 sheets
- 040
Incorrect In Conference Firmware Conference Concierge Install version 1.1 or
paper Concierge, after History firmware newer.
orientati printing with upper-
on left-side stapling,
when printing with
two staples
Wrong Paper is fed from Firmware Printer firmware Install version 1.06 or
feed the mainframe History newer.
tray trays even though
used the bypass tray
was selected with
the driver.

Page 3 of 25
2. COPY PROCESS
Subject Symptom TSB Cause Solution Note
Poor fusing If flicker Firmware Engine firmware Install version 1.16:03 or
control History newer.
(SP1101-030)
is enabled.

Page 4 of 25
3. CONNECTIVITY
Subject Symptom TSB Cause Solution Note
WIM "Fax Received File" not Firmware Web Uapl Install version 2.01
displayed in the "Print History firmware or newer.
Job/Stored File" menu Firmware Web Uapl Install version 1.04
History firmware or newer.
Fax IP-Fax not available Firmware RemoteFax Install version
History firmware 02.00.00 or newer.
Fax Reception and printout Firmware GWFCU3.8-7 Install version
error History (WW) 02.00.00 or newer.
firmware
Fax Reception error when Firmware GWFCU3.8-7 Install version
using installed G3 History 4a (WW) 02.00.00 or newer.
interface unit firmware
Fax Reception error with W- Firmware System/Copy Install version 1.10
NET fax History firmware or newer.
Fax Transmission fails Firmware Fax firmware Install version
History 05.00.00 or newer.
Fax Fax does not start up Firmware Fax firmware Install version
following continuous fax History 05.00.00 or newer.
communication.
Fax Error with notice for stored Firmware Fax firmware Install version
reception files History 05.00.00 or newer.
Fax Quick fax does not start Firmware Fax firmware Install version
History 05.00.00 or newer.
Fax Sender name is printed Firmware Fax firmware Install version
even if this is disabled History 06.00.00 or newer.
Fax Fax data encoded with Firmware System/Copy Install version 1.15
base 64 is not correctly History firmware or later
received
Fax ESA applications deliver Java VM v12 Java VM v12 Install version
inbound faxes that History Update Tool 12.30.01 or
include the metadata Java VM v12 Java VM v12 newer.
from other fax jobs. History for eDC
firmware
SMB Scan to SMB fails when Firmware Network Install version
the display language is History Support 14.29 or newer.
Catalan. firmware
Address book Title not displayed when Firmware System/Copy Install version 1.09
address book is registered History firmware or newer.
via Device Manager NX
series
Address book Cannot be updated by Firmware Scanner Install version
Web Image Monitor when History firmware 02.04 or newer.
the device is in energy- Firmware Scanner Install version
saving mode. History firmware 01.03 or newer.
Address book Cannot open address book Firmware Fax firmware Install version
History 05.00.00 or newer.
Network When an application Firmware Smart Install version 1.37
connection error attempts to connect to the History Operation or newer.
network Panel
firmware

Page 5 of 25
 Subject Symptom TSB Cause Solution Note
Network Smart Operation Panel See TSB# SOP starts to Rebooting the
connection error (SOP) cannot connect to D197-D198- get an IP device might solve
the network when "Screen D199-D200- address the problem.
Startup Mode" is set to D201-D202 - before Update the
"Quick" 001 connection “Cheetah System”
between SOP firmware to v1.37
and device is or newer.
established.
Cannot forward From SOP apps to Firmware SOP System Install version 1.38
files external Web servers History firmware or newer.
E-mail When Simplified Chinese Firmware Scanner Install version
characters are used, the History firmware 02.06 or newer.
contents are garbled Firmware Scanner Install version
History firmware 01.05 or newer.
Wireless LAN When CTS protection is Firmware System/Copy Install version 1.12
enabled, throughput is low History firmware or newer.

Page 6 of 25
4. PRINTING/SCANNING
Subject Symptom TSB Cause Solution Note
Cannot If the language is not set Firmware Smart Operation Install version 1.34 or newer.
print to English or Japanese. History Panel firmware
Cannot If the user logs in with a Firmware Smart Operation Install version 1.34 or newer.
print blank password. History Panel firmware
Cannot IPP printing with the job Firmware Network Support Install version 14.31 or newer.
print spool enabled in Mac OS History firmware
X 10.7 or later and iOS 6
or later
Jobs not While printing a job using Firmware Printer firmware Install version 1.03 or newer.
spooled Enhanced Locked Print History
NX v2, incoming jobs
cannot be spooled
Search Incorrect search results if Firmware Java VM v12 Update Install version 12.11.04 or
the keywords in a PDF History Tool newer.
file are scanned by Firmware Java VM v12 for eDC
selecting a language History firmware
other than "Japanese"
Cannot When "Start Scanning" is Firmware Scanner firmware Install version 02.06 or newer.
scan pressed in the Scan to History
Me application
Cannot Send error: If multi-pass Firmware System/Copy Install version 1.12 or newer.
scan ADF, OCR, and other History firmware
settings are used
Cannot When the "Stop" key is Firmware ID Card Copy Install version 1.2 or newer.
complete pressed after scanning History firmware
scanning one side of a document
job and then "Continue
Printing" is selected
Cannot If Letter-size paper Firmware Conference Concierge Install version 1.1 or newer.
complete landscape is set and the History firmware
scanning staple is to be positioned
job on
the upper-left side
Cannot When scanning an Firmware System/Copy Install version 1.15 or later
complete original containing History firmware
scanning multiple pages with the
job Twain driver, error code
36856 occurs on the
client PC
Cannot Printing is available only Firmware System/Copy Install version 1.12 or newer.
use LEF in LEF History firmware
or SEF
Scanning The machine starts Firmware Extended JS firmware Install version 1.03.00 or
starts at scanning without an History newer.
the original after a DF jam is
wrong cleared.
time

Page 7 of 25
 Subject Symptom TSB Cause Solution Note
Wrong When scanning with Firmware Scanner firmware Install version 02.07 or newer.
character "Hungarian" or "Polish" History
s selected under "Cognitive Firmware System/Copy Install version 1.13 or newer.
Language" in "OCR History firmware
Settings", some Firmware System/Copy Install version 1.13 or newer.
characters are converted History firmware
to a question mark Firmware Scanner firmware Install version 01.06 or newer.
History
Job does If paper near-end occurs Java VM Java VM v12 Update Install version 12.16.00 or
not while printing General v12 History Tool newer.
resume format files Java VM v12 for eDC
firmware
Job When printing a excel Firmware PCL firmware Install version 1.07 or newer.
cancelle sheet that contains History
d images that drawn by Firmware XPS firmware Install version 1.03 or newer.
collar custom brush History
Job When “Unauthorized Firmware PCL firmware Install version 1.07 or newer.
cancelle Copy Prevention History
d Printing: Printer” is
enabled
Pages If the next job is printed Firmware System/Copy Install version 1.16 or newer.
printed from another tray History firmware
in the before the last page of
wrong the previous job is fed,
order pages from the
documents are mixed.

Page 8 of 25
5. OPERATION PANEL
Subject Symptom TSB Cause Solution Note
Icons not The icon for the Application Smart Operation Install version 1.34 or
displayed RIS app. is not History Panel firmware newer.
displayed on the
Home screen
when logging in
via
Streamline NX.
Icons not When an SDK Firmware System/Copy Install version 1.13 or
displayed application is History firmware newer.
configured not to
be authenticated
Freezes If the machine Application Smart Operation Install version 1.34 or
enters or History Panel firmware newer.
recovers from
Energy Saver
mode while
displaying the
copy interrupt
screen.
Freezes If the machine Application Smart Operation Install version 1.34 or
goes in and out History Panel firmware newer.
of Energy Saver
mode after a
controller reboot
in a customized
authentication
environment.
Freezes The Smart Application SimpleCopy for eDC Install version 1.17 or
Operation Panel History firmware newer.
stalls when the
machine
recovers from
Energy Saver
mode
Screen When System Application Cheetah System Install version 1.40 or
flickers Auto Reset is History firmware newer.
performed
Wrong The Home Application Smart Operation Install version 1.34 or
screen screen instead History Panel firmware newer.
appears of the priority
app when
"Ubiquitech" is
the priority app
Wrong The Preferred Application Smart Operation Install version 1.36 or
screen screen returns to History Panel firmware newer.
appears the Home
screen after a
VM firmware
update

Page 9 of 25
 Subject Symptom TSB Cause Solution Note
Wrong When a user Firmware Scanner firmware Install version 02.05 or
screen executes a job in History newer.
appears a SmartSDK Install version 01.04 or
application, the newer.
home screen is
displayed
Wrong The display Firmware System/Copy Install version 1.11 or
screen returns to the History firmware newer.
appears Home screen Firmware SDKService for eDC Install version 1.06.01 or
before the History firmware newer.
scanning job is
finished.
Screen not Copy Interrupt Firmware SOP System Install version 1.35 or
displayed screen not History firmware newer.
displayed when
the Interrupt key
is pressed.
Screen not Cannot switch Firmware Banner for eDC Install version 1.12 or
displayed from ECO History firmware newer.
screen to fax
screen
Screen not Cannot return to Application Smart Operation Install version 1.26 or
displayed the Streamline History Panel: LegacyUI newer.
NX login screen firmware
Cannot Cannot close the Application Announce for eDC Install version 1.10 or
close ECO screen if History firmware newer.
screen the Fax
Substitute
Reception
button is
pressed.
Screen If the user logs Application Smart Operation Install version 1.26 or
goes black in via card History Panel: LegacyUI newer.
authentication firmware
Screen When the Application Smart Operation Install version 1.36 or
goes black operator tries to History Panel firmware newer.
switch to an
SDK app
Screen When the Application Smart Operation Install version 1.36 or
does not operator tries to History Panel firmware newer.
change switch to an
SDK app
Screen When the "Stop" Application ID Card Copy Install version 1.2 or
does not key is pressed History firmware newer.
change after scanning
one side of a
document and
then "Continue
Printing" is
selected

Page 10 of 25
 Subject Symptom TSB Cause Solution Note
‘Cannot If the user boots Application SimpleCopy for eDC Install version 1.17 or
make up Simple Copy History firmware newer.
copies’ just
after the
machine enters
Energy Saver
mode
Key When the Firmware System/Copy Install version 1.10 or
operations machine returns History firmware newer.
not from System
recognized Settings to the
previous screen
Key The user Firmware System/Copy Install version 1.11 or
operations presses "Reset" History firmware newer.
not after copying a
recognized large amount of
originals
Cannot After RFU, Application Cheetah System Install version 1.40 or
use screen is blank, History firmware newer.
and no response
from keys.
Wording Traditional Firmware System/Copy Install version 1.10 or
error Chinese: "Print" History firmware newer.
is incorrectly animation firmware Install version 2.00 or
displayed as newer.
"Copy" in OpePanel firmware Install version 1.04 or
System Settings newer.
Wording Portuguese: Firmware animation firmware Install version 2.00 or
error "Gestão de" is History newer.
incorrectly OpePanel firmware Install version 1.04 or
displayed as newer.
"Selecionar
band. papel" in
Printer Features
Cannot Cannot use the Firmware SOP System Install version 1.39 or
use SOP within 2 History firmware newer.
minutes of start-
up
Cannot After RFU, Firmware System/Copy Install version 1.12 or
use screen is blank History firmware newer.
and no response
from touch panel
or hard keys
An SOP If a user logs in Firmware NetworkDocBox Install version 1.06 or
application via Basic History firmware newer.
does not Authentication
work
Touchscr Has drifted Firmware Cheetah System Install version 1.43 or
een History firmware newer.
calibratio Firmware LegacyUI firmware Install version 1.29 or
n History newer.
Touchscr Has drifted Firmware Cheetah System Install version 1.45 or
een History firmware newer.
calibratio
n

Page 11 of 25
 Subject Symptom TSB Cause Solution Note
False Falsely detects Firmware Cheetah System Install version 1.47 or
touch a multi-touch History firmware newer.
detection

Page 12 of 25
6. SECURITY
Subject Symptom TSB Cause Solution Note
Login/logout The login screen is not Application Cheetah Install version 1.34
displayed after logging History System or newer.
out of Stren. firmware
Login/logout Cannot login if the Application Cheetah Install version 1.34
password login screen History System or newer.
for password- firmware
embedded IC cards is
displayed.
Login/logout Can logout even if the Application Cheetah Install version 1.34
logout lock is enabled. History System or newer.
firmware
Login/logout Cannot login or logout if Application Cheetah Install version 1.34
the user logs back in History System or newer.
with an IC card just firmware
after logging out from
the System Settings
screen.
Login/logout If the Home key is Application Cheetah Install version 1.34
pressed while the user History System or newer.
signs in via a firmware
customized UI
authentication app.
Login/logout "Logging in..." does not Firmware System/Copy Install version 1.10
clear from the Smart History firmware or newer.
Operation Panel
Login/logout Login screen not Firmware Fax firmware Install version
displayed History 05.00.00 or newer.
Login/logout If an ESA application Firmware Java VM v12 Install version
stops during logout, History Update Tool 12.11.04 or newer.
cannot complete logout Java VM v12 for eDC firmware
Login/logout Cannot logout if the Firmware System/Copy Install version 1.11
user presses "Reset" History firmware or newer.
after copying a large
amount of originals
Unauthorized Unauthorized Guest Firmware System/Copy Install version 1.08
users can users can perform jobs History firmware or newer.
operate when the Optional
Counter (SP5-113-002)
is enabled.
Unauthorized Users may access the Firmware SOP System Install version 1.38
users can app menu screen History firmware or newer.
operate without Administrator
privileges
Unauthorized Users registered with Firmware System/Copy Install version 1.16
users can CAPV2 can log in with History firmware or newer.
operate the administrator
name
Authentication If Kerberos Firmware Java VM v12 Install version
authentication is done History for eDC 12.12.06 or newer.
with an ESA firmware
application, the Java VM v12 Update Tool
handling cannot time
out

Page 13 of 25
 Subject Symptom TSB Cause Solution Note
Authentication When using an Firmware Scanner Install version 02.06
application based on History firmware or newer.
the SmartSDK System/Copy Install version 1.12
firmware or newer.
Restricted Registering a Firmware System/Copy Install version 1.11
function can be destination in the History firmware or newer.
used address book is
disabled, but can be
done using the Scan to
Folder Helper
application.
Authorized When the "Stop" key is Application ID Card Copy Install version 1.2 or
function cannot pressed after scanning History firmware newer.
be used one side of a document
Screen from Scan to Folder Helper Application Scan to Folder Install version 1.2 or
previous session History Helper firmware newer.
displayed after
login
Unspecified Application Cheetah Install version 1.41
security issue History System or newer.
firmware
Application Web Browser Install version
History NX for eDC 1.403.0 or newer.
firmware
Incorrect When a client device Application Cheetah Install version 1.46
access rights is connected to the History System or newer.
Smart Operation firmware
Panel via Wi-Fi Direct,
corporate LAN
environments
connected via the
network interface of
the MFP can be
accessed
"Invalid site When a site certificate Firmware Network Install version
certificate" is imported to the History Support 14.33 or newer.
device from Web firmware
Image Monitor

Page 14 of 25
7. ERROR CODES and MESSAGES
Subject Symptom TSB Cause Solution Note
SC121 At installation See TSB# The shoe on the Put the shoe back in the
D197-D198- second scanner correct position, as
D199-D200- carriage shown in the TSB.
D201-D202 - disengages from
003 the rail, due to
shock or shaking
during transport.
SC142- After replacing the See TSB# The focus and Replace the assembly
00 lens holder D197-D198- positioning with one that is adjusted
assembly with the D199-D200- adjustments of correctly (see the TSB
service part (P/N: D201-D202 - the lens and CCD for how to tell the
D2021771). 017 (service parts difference)
only) were not
done at the
factory.
SC547- See TSB# The relay harness Work through the
02 D197-D198- was mistakenly procedure in the TSB.
D199-D200- routed between
D201-D202 - the air duct and
011 the frame
SC563 When feeding the Firmware Engine firmware Install version 1.13:03 or
wrong paper size History newer.
SC637 If the machine is Java VM Java VM v12 Install version 12.18.11
shut down while v12 History Update Tool or newer.
printing. Java VM v12 for
eDC firmware
SC670 Firmware Engine firmware Install version 1.14:03 or
History newer.
SC672- Firmware PowerSaving Sys Install version F.23 or
11 History firmware newer.
SC672- During Energy Firmware System/Copy Install version 1.10 or
11 Saver mode History firmware newer.
SC672- When continuously Firmware Smart Operation Install version 1.28 or
11 running print jobs History Panel: LegacyUI newer.
firmware
SC672- If the main power Firmware Engine firmware Install version 1.08:03 or
12 switch is turned off History newer.
while the machine
is recovering from
Energy Saver
mode.
SC672- D197-D198- Multiple causes Do the following steps.
11, 12 D199-D200- (see the TSB). Turn the power off/on.
D201-D202 - Update the power saving sys firmware
009 to F.23 or newer.
Check the USB cable between the IPU
and the operation panel.
Go through the flow chart in the TSB.
If the SC still occurs, replace the
controller board (if SC819 occurs), or
the controller board and USB cable (if
SC991 occurs).

Page 15 of 25
Subject Symptom TSB Cause Solution Note
SC720- With jobs that use Firmware Finisher Install version 02.390:10
24 the shift tray as the History SR3160/SR3170 or newer.
output tray. firmware
SC720- If the staple D688 Finisher Install version
42 cartridge is not Firmware SR3160/SR3170 02.410:10 or newer.
set correctly History firmware
SC721- SR3140/SR3150 D686-D687 - Deformed side Attach the sheet (P/N: D6833644)
70 finisher 007 plate between the frame and the side plate at
two locations (see the TSB for details)
SC724- TSB# D690 The harness is Replace the harness This is for
86 - 002 repeatedly bent with three new parts as the SR3130
during operation explained. finisher

SC819 When using Firmware System/Copy Install version 1.12 or

network-related History firmware newer.
functions, such as
Web Image Monitor
SC899 When performing Firmware Browser firmware Install version 1.03.00 or
continuous History newer.
scanning.
SC899 When the machine Firmware Network Support Install version 14.28 or
goes in and out of History firmware newer.
Energy Saver Mode
while the web
browser is running
on the operation
panel
SC899 If the glyph data of Firmware PCL firmware Install version 1.04 or
TrueType fonts History newer.
includes hinting
information that is
on the edge of the
frame
SC899 When creating a Firmware System/Copy Install version 1.07 or
searchable PDF History firmware newer.
document
SC899 Occurs on the main Firmware Fax firmware Install version 04.00.00
machine if a History or newer.
Remote Fax is sent
from the sub
machine
SC899 When launching or Firmware System/Copy Install version 1.10 or
making a copy with History firmware newer.
SmartSDK Copy
SC899 When launching Firmware Fax firmware Install version 05.00.00
Easy Fax History or newer.
SC899 On the Main Firmware Fax firmware Install version 05.00.00
machine if a History or newer.
Remote Fax is sent
from the Sub
machine
SC899 If the pre- Firmware Fax firmware Install version 05.00.00
transmission History or newer.
preview is enabled

Page 16 of 25
Subject Symptom TSB Cause Solution Note
SC899 When using the Firmware Scanner firmware Install version 02.05 or
TWAIN driver History newer.
Install version 01.04 or
newer.
SC899 When the device is Firmware Printer firmware Install version 1.04 or
recovering from History newer.
sleep mode
SC899 When performing Firmware Browser firmware Install version 1.05.00 or
Java Script History newer.
functions
SC991 Firmware System/Copy Install version 1.10 or
History firmware newer.
SC997 When a user logs in Firmware Network DocBox Install version 1.03 or
via an SDK History firmware newer.
application
SC997 After restarting the VM 12 Java Java VM v12 Install version 12.06.01
device when the History Update Tool or newer.
ESA application is
online-installed VM 12 Java Java VM v12 for
using Remote History eDC firmware
Install Manager
SC997 When changing VM 12 Java Java VM v12 Install version 12.06.01
ESA application or History Update Tool or newer.
transitioning/recove
ring from energy VM 12 Java Java VM v12 for
saver mode. History eDC firmware
SC997 After pressing the Firmware NetworkDocBox Install version 1.06 or
copy program History firmware newer.
button
SC998 When Card Application Cheetah System Install version 1.34 or
Authentication History firmware newer.
Package is
installed.
SC998 When changing VM 12 Java Java VM v12 Install version 12.06.01
ESA application or History Update Tool or newer.
transitioning/recove
ring from energy VM 12 Java Java VM v12 for
saver mode. History eDC firmware
SC998 When restored from Firmware System/Copy Install version 1.09 or
energy save mode History firmware newer.
by pushing the
"Checking Status"
button.
‘Printing’ If a print job is Firmware System/Copy Install version 1.07 or
received just after History firmware newer.
booting up.
Unspeci When printing Firmware System/Copy Install version 1.16 or
fied from the bypass History firmware newer.
error tray
messag
e

Page 17 of 25
8. OPTIONAL UNITS
Subject Symptom TSB Cause Solution Note
Hole Punch misalignment D690 Internal Finisher SR3130 Install version
punchin along the main-scan Firmware firmware 01.070:02 or
g direction History d newer.
Hole 1. Punched chads D688 009 Static electricity generated Replace the stay,
punchin scatter inside the during punching punch unit, and
g machine. hopper (see the
2. The chads are TSB for details).
exited together with
the printed paper.
3. The sensor in the
hopper mistakenly
detects the hopper
full condition
SDK/ES The priority app Application SOP System firmware Install version 1.35
A does not start up History or newer.
applicati when the machine
ons recovers from
Energy Saver mode
SDK/ES After logging out of Application SOP System firmware Install version 1.35
A Streamline NX, the History or newer.
applicati user cannot switch
ons to another app.
SDK/ES After logging out of Application SOP System firmware Install version 1.35
A Streamline NX, the History or newer.
applicati machine switches to
ons Streamline NX
again.
SDK/ES Java VM does not Firmware System/Copy firmware Install version 1.07
A boot up at main History or newer.
applicati power ON when
ons SP5-730-001 is
enabled.
SDK/ES Cannot use the D197 012a System/Copy firmware Install version 1.07
A Copier function D197 021a or newer.
applicati inside the Smart
ons SDK app
SDK/ES Client app does not Firmware System/Copy firmware Install version 1.08
A function correctly if History or newer.
applicati the user tries to log
ons out before the next
original is fed.
SDK/ES Cannot switch Java VM Java VM v12 Update Tool Install version
A applications after v12 Java VM v12 for eDC firmware 12.06.01 or newer.
applicati SC997 Firmware
ons History
SDK/ES Java VM does not Java VM Java VM v12 for eDC firmware Install version
A start up correctly v12 Java VM v12 Update Tool 12.12.06 or newer.
applicati after being updated Firmware
ons History
Poor When the sheets are D688 Finisher SR3160/SR3170 Install version
stacking released to the tray Firmware firmware 02.340:10 or
one by one. History newer.
SDK/ES When an ESA Java VM Java VM v12 Update Tool Install version
A application is v12 12.11.04 or newer.
applicati installed via Remote Firmware

Page 18 of 25
Subject Symptom TSB Cause Solution Note
ons Install Manager, the History
heap size is reset to Java VM Java VM v12 for eDC firmware
the default v12
Firmware
History
SDK/ES When Java VM is Java VM Java VM v12 Update Tool Install version
A installed via Remote v12 12.11.04 or newer.
applicati Install Manager, the Firmware Java VM v12 for eDC firmware
ons stack size is reset to History
the default
SDK/ES Quick Scan freezes Firmware System/Copy firmware Install version 1.11
A History or newer.
applicati
ons
SDK/ES When rebooting the Firmware Web Uapl firmware Install version 2.02
A device after a History or newer.
applicati firmware update, an
ons application for
working with a
document on the
Document Server
does not work.
SDK/ES CAP V2 is disabled Java VM Java VM v12 Update Tool Install version
A v12 12.13.04 or newer.
applicati Firmware Java VM v12 for eDC firmware
ons History
SDK/ES Scan to Folder Application Scan to Folder Helper Install version 1.2
A Helper stalls History firmware or newer.
applicati
ons
SDK/ES If an ESA Java VM Java VM v12 for eDC Install version
A application is v12 firmware 12.30.01 or newer
applica installed on or Firmware
tions uninstalled from History
multiple PCs at the
same time, the
application may
not detect the
device status for
other installations/
uninstallations.
Android Error when trying to Firmware SOP System firmware Install version 1.35
apps download the log History or newer.
data.
Poor When the sheets are Firmware Finisher SR3160/SR3170 Install version
stacking released to the tray History firmware 02.340:10 or
one by one. newer.
Remote Even though Java VM Java VM v12 Update Tool Install version
Installati activation for CAP v2 v12 Java VM v12 for eDC firmware 12.07.06 or newer.
on (Hybrid mode) was Firmware
Manage not successful, it is History
r displayed as
successful

Page 19 of 25
Subject Symptom TSB Cause Solution Note
Poor Staple position is D688 Finisher SR3160/SR3170 Install version
stapling shifted when Firmware firmware 02.350:10 or
performing a 2-spot History newer.
staple job (stapler
not at HP at power
ON).
Poor Staple position is D688 Finisher SR3160/SR3170 Install version
stapling shifted (mixed paper Firmware firmware 02.370:10 or
sizes). History newer.
Poor Poor stapling D688 Finisher SR3160/SR3170 Install version
stapling because sheets not Firmware firmware 02.360:10 or
folded cleanly History o newer.
Poor The second sheet of D688-D689 The alignment roller cannot Set SP6116-001 to
stapling a stapled set is - 009 separate the two sheets in the -014 (depending
misaligned when pre-stacking area (see the on the paper size)
pre-stacking TSB for the reason why) to a value of “-1”
(SP6116-001 to - (disabled).
014) is enabled. Productivity will be
reduced.

SR3160 Side staple fence D688 Finisher SR3160/SR3170 Install version

/ breaks when Firmware firmware 02.350:10 or
SR3170 performing a 2-spot History newer.
finishers staple job (stapler
not at HP at power
ON).
Booklet Booklets made with D688 Finisher SR3160/SR3170 Install version
s small paper sizes Firmware firmware 02.360:10 or
such as B5 are poor History newer.
in quality because
the sheets interfere
with the stopper
fence.
Booklet Errors with the page D688 Finisher SR3160/SR3170 Install version
s order and folding Firmware firmware 02.380:10 or
position in Booklet History newer.
mode
LCT The tray cannot RT3030 LCIT RT3030 firmware Install version
RT3030 handle 1500 sheets Firmware 01.800:11 or
of paper History newer.
DF3080 Poor stacking on D779 Originals exit slightly faster Update the ADF_DF3090
DF3090 ARDF DF3090 Firmware when scanning completes. firmware to version 1.090:02
original exit tray History The original exit tray is not or newer.
level. Add the lever and tray, and
replace the gate pawl.
DF3080 Damaged feed belt D779 - 002 When a user pulls jammed Replace the feed belt
, on DF3080 or paper toward the front or rear, (D5412121) with the
DF3090 DF3090 the belt goes over the flange modified part (D6842171).
of the roller.
Fax Cannot install the D197- The screw hole is too big. Install the modified handset
handset bracket D198- kit (P/N D1979900). The size
D199- of the screw hole in the
D200- bracket was changed.
D201-D202
- 006

Page 20 of 25
9. IMAGE PROBLEMS
Subject Symptom TSB Cause Solution Note
Not printed When a non- Firmware Engine firmware Install version
correctly standard sized History 1.08:03 or newer.
(unspecifie simplex original
d) is scanned in the
DF at 87%
reduction and
multiple copies
made (1 to x)
onto B4 paper.
Black lines At the edges Firmware Engine firmware Install version
History 1.09:03 or newer.
Firmware System/Copy Install version 1.09 or
History firmware newer.
White lines When a large Firmware PCL firmware Install version 1.05 or
image has been History newer.
enlarged using
Reduce/Enlarge"
in the PCL6
driver
White lines If a raster image Firmware PCL firmware Install version 1.06 or
is specified in History newer.
the PCL6 driver
to be reduced,
be enlarged, or
undergo N-up
printing
Offset At the edge or See TSB# The temperature is Install Engine
center of the D197-D198- too low at the edge firmware Ver.1.11:03
paper D199-D200- or center of the (D2025501E)
D201-D202 - paper when it enters Other models: Do the
004R the fusing unit. procedure in the
flowchart in the TSB.
Offset Image offset Firmware Engine firmware Install version
History 1.11:03 or newer.
Offset With thick paper Firmware Engine firmware Install version
History 1.13:03 or newer.
Offset Firmware Engine firmware Install version
History 1.14:03 or newer.
Offset Firmware System/Copy Install version 1.15 or
History firmware later
Low image Image density See TSB# Developer condition Change the SPs as
density decreases with D197-D198- shown in the TSB.
continuous D199-D200- The yield of the toner
printing, D201-D202 - bottle will be
especially in 005 reducerd.
solid image
areas
Wrong PCL Jobs: Firmware PCL firmware Install version 1.07
color transparent History or newer.
parts are
printed in black

Page 21 of 25
10. MECHANICAL PROBLEMS
Subject Symptom TSB Cause Solution Note
Unsynchroniz Shift motor Firmware Internal Finisher Install version
ed motor History SR3180 01.130:06 or newer.
firmware
Sensor error Incorrect detection Firmware Engine firmware Install version
by fusing exit History 1.09:03 or newer.
sensor
Paper end PB3210: Detected See TSB# Damage during Attach the spacer
by mistake D787 - 001 machine AF013006 to the
transportation; paper trays.
the tray does not
contact the push
switch on the
mainframe.
Noise Noise from the Firmware Engine firmware Install version
polygon mirror History 1.09:03 or newer.
motor was reduced Firmware System/Copy Install version 1.09 or
History firmware newer.
Noise In the paper exit See TSB# Friction between Apply Silicone
unit D197-D198- the inner face of Grease G-501(P/N:
D199-D200- the exit roller 52039502) to the
D201-D202 - and the roller roller (P/N:
002 shaft. D1494459).
Odor See TSB# The temperature Do the procedure in
D197-D198- is too low at the the flowchart in the
D199-D200- edge or center TSB.
D201-D202 - of the paper
004R when it enters
the fusing unit.
HDD Cannot access on Application Cheetah System Install version 1.42 or
a machine with Software firmware newer.
Smart Operation History
Panel immediately
after rebooting the
machine.
Tray full If the front door is D688 Finisher Install version
opened/closed Firmware SR3160/SR3170 02.410:10 or newer.
with paper History firmware
stacked on the
shift tray, shift
tray full is falsely
detected and the
alert cannot be
removed.

Page 22 of 25
11. OTHERS
Subject Symptom TSB Cause Solution Note
Machine is Long time between Firmware Network Support Install version 14.28 or
slow jobs: When printing History firmware newer.
with Windows, and
the RAW protocol is
used for the standard
TCP/IP port.
Machine is When printing a Firmware Engine firmware Install version 1.10:03 or
slow saddle stitching History newer.
folding job on DLT
paper
Machine is Apps take a long time Firmware SOP System Install version 1.38 or
slow to install History firmware newer.
Machine is After return from Java VM 12 Java VM v12 Install version 12.11.04
slow energy saver mode if Firmware Update Tool or newer.
CAPv2 is installed History Java VM v12 for
eDC firmware
Machine is When restarting ID Firmware ID Card Copy Install version 1.2 or
slow Card Copy History firmware newer.
Machine is When restarting Firmware Conference Install version 1.1 or
slow Conference History Concierge newer.
Concierge firmware
Machine is Slow to begin feeding Firmware Engine firmware Install version 1.13:03 or
slow at the start of a job History newer.
Machine is Keyboard response is Firmware Browser firmware Install version 1.05.00 or
slow slow when using the History newer.
Web Scanner
application
Machine is Slow to start up in low Firmware Engine firmware Install version 1.14:03 or
slow temp and low History newer.
humidity Firmware System/Copy Install version 1.15 or
History firmware later
Energy Does not enter Firmware SOP System Install version 1.34 or
saver mode Energy Saver mode History firmware newer.
after the user logs in
and logs out quickly.
Energy Cannot enter Energy Application SOP System Install version 1.34 or
saver mode Saver mode while History firmware newer.
Streamline NX
operates.
Energy Cannot enter Energy Java VM 12 Java VM v12 Install version 12.11.04
saver mode Saver mode Firmware Update Tool or newer.
History Java VM v12 for
eDC firmware
Energy Cannot recover from Firmware SOP System Install version 1.39 or
saver mode Energy Saver mode History firmware newer.
Application SDKService for Install version 1.06.01 or
History eDC firmware newer.
Energy Cannot recover from Application ClockWidget for Install version 1.07 or
saver mode sleep mode History eDC firmware newer.

Page 23 of 25
 Subject Symptom TSB Cause Solution Note
Machine Cannot operate the Firmware SOP System Install version 1.34 or
stalls machine after a History firmware newer.
cancelled login.
Machine If the [Home] button is Firmware SOP System Install version 1.34 or
stalls pressed just as the History firmware newer.
screen turns dark to
enter Energy Saver
mode
Machine While updating the Firmware System/Copy Install version 1.07 or
stalls Address Book if there History firmware newer.
is no HDD
Machine While updating the Firmware System/Copy Install version 1.07 or
stalls controller or VM History firmware newer.
firmware.
Machine If a print job is Firmware System/Copy Install version 1.07 or
stalls received just after History firmware newer.
booting up.
Machine If a fax is received Firmware Fax firmware Install version 04.00.00
stalls while performing a History or newer.
Copy job
Machine After return from Java VM 12 Java VM v12 Install version 12.11.04
stalls energy saver mode if History Update Tool or newer.
CAPv2 is installed Java VM v12 for
eDC firmware
Machine When the machine Java VM 12 Java VM v12 Install version 12.11.04
stalls switches to offline History Update Tool or newer.
mode (such as when Java VM v12 for
entering user tools eDC firmware
mode)
Machine When scanning from Java VM Java VM v12 Install version 12.18.11
stalls the main exposure v12 History Update Tool or newer.
glass with Size Java VM v12 for
Setting disabled eDC firmware
Settings not When the print Firmware PCL firmware Install version 1.04 or
applied settings are changed History newer.
for a stored document
that includes a
banner page
Settings not When opening a Firmware Scanner firmware Install version 02.08 or
applied program after Simple History newer.
Screen has been Scanner firmware Install version 01.07 or
applied on the home newer.
screen, the program
settings are not
retrieved.
Software Firmware Internal Finisher Install version 01.130:06
reset History SR3180 firmware or newer.
Machine While the operation Firmware Smart Operation Install version 1.27 or
resets itself panel is being used History Panel: LegacyUI newer.
firmware
System logs Contain nonexistent Firmware Network Support Install version 14.28 or
errors History firmware newer.

Page 24 of 25
 Subject Symptom TSB Cause Solution Note
Job history Completed print Firmware Web Support Install version 2.01 or
jobs are not History firmware newer.
displayed Firmware Web Support Install version 1.06 or
History firmware newer.
Firmware System/Copy Install version 1.16 or
History firmware newer.
Capabilities The "Mixed" Firmware System/Copy Install version 1.08 or
not shown notification is missing History firmware newer.
correctly from the Copy Size
list
Cannot After the user tries to Firmware System/Copy Install version 1.10 or
operate the log out if there are History firmware newer.
machine originals stacked in
the ADF
Cannot "Mixed" is missing Firmware System/Copy Install version 1.10 or
access from the Copy Size History firmware newer.
feature or list under "Capability".
setting
Cannot Cannot set Max. Firmware Scanner firmware Install version 02.08 or
access Email Size for History newer.
feature or scanner send settings Scanner firmware Install version 01.07 or
setting via DMNX newer.
Timers System Auto Reset Firmware System/Copy Install version 1.11 or
timer not set when a History firmware newer.
print job or scan job is Application Web Browser NX Install version 1.402.0 or
being done History for eDC firmware newer.
Memory leak When repeatedly Application SDKService for Install version 1.06.01 or
transitioning to and History eDC firmware newer.
from energy-saving
mode
Counters PCDU related Firmware Engine firmware Install version 1.14:03 or
remaining days History newer.
counters do not
function: Stuck at 255
Counters Cannot get [WebAPI] Firmware System/Copy Install version 1.15 or
counter information History firmware later
without logging in.

Page 25 of 25