Technical Bulletin

Model: Model TH-C1 Subject: Troubleshooting From: 1st Tech. Support Sec. Service Support Dept. Classification:
Troubleshooting Mechanical Paper path Product Safety Part information Electrical Transmit/receive Other ( )

PAGE: 1/12 No.: RB156000

Date: 31-Mar-06

Prepared by: H. Kobayashi

Action required Service manual revision Retrofit information

This bulletin is a troubleshooting guide for symptoms that have occurred in the past, all with known solutions. For most items below, there are related MBs and RTBs containing modification details and adjustment procedures. Note: This RTB is numbered 000 since the information contained in it has already been announced.

Technical Bulletin
Model: Model TH-C1 Date: 31-Mar-06

PAGE: 2/12 No.: RB156000

Table of contents
1. Paper Feed Errors .............................................................................4 Paper jam 2. Copy Process ....................................................................................4 Sensor malfunction Dirt at leading edge Incorrect original size detected 3. Connectivity.......................................................................................5 RCGate Web Image Monitor SNMP Smart Device Monitor for Admin Thumbnails Desk Top Binder 4. Printing...............................................................................................7 Cannot print some characters Cannot print to an SDM port 5. Operation Panel.................................................................................7 Replace fusing oil not displayed 6. Security ..............................................................................................7 LDAP Authentication Windows Authentication Cannot login User name and password still appear 7. Error Codes and Messages ..............................................................8 SC 545, 670, 672, 687, 838, 990, 991 Remote firmware update error 8. Optional Units....................................................................................9 Shift tray 9. Scanning ............................................................................................9 Scan to Folder Scan to e-mail

Technical Bulletin
Model: Model TH-C1 Date: 31-Mar-06 10. Image Problems ................................................................................9 Too dark Residual images Dirty background Image problem at trailing edge Banding Toner spots Lines Problems with solid images User color 11. Fax ......................................................................................................10 Cannot receive Communication interrupted Transmission Result Notification by E-mail IP-Fax 12. Others.................................................................................................11 Machine is too slow Machine freezes Start key does not change to green Job cancelled Incorrect page numbering Machine does not get to the ready condition Incorrect wording Circuit breaker

PAGE: 3/12 No.: RB156000

Technical Bulletin
Model: Model TH-C1 1. Paper Feed Errors
Subject Paper jam Symptom Paper jams and/or jam condition not cleared after removing paper RTB # B156 023 Cause User error Solution Educate the customer. Make sure that the side and end fences are positioned correctly.

PAGE: 4/12 No.: RB156000

Date: 31-Mar-06

Note

2. Copy Process
Subject Sensor malfunction Symptom The transfer belt sensor incorrectly detects a 'no paper' condition if there is a high-density solid image, even if there is paper at the sensor. RTB # B156 005 Cause BICU firmware Solution Install version 1.03 or later. Note

Dirt at leading edge Incorrect original size detected

B156 005 The ARDF detects a U.S. standard size as a European standard size B156 005c

BICU firmware BICU firmware

Install version 1.03 or later. Install version 1.11:03 or later.

Technical Bulletin
Model: Model TH-C1 Date: 31-Mar-06 3. Connectivity
Subject RCGate Symptom Cannot update firmware when the machine is in Low Power Mode Cannot update firmware with RC Gate if Machine Management is OFF (User Tools Administrator Tools). Cannot connect to RCGate at installation Cannot update the firmware with RCGate Cannot update the firmware with RCGate SSL communication error ROM Update is not in the menu RTB # B156 005 Cause BICU firmware Solution Install version 1.06 or later. Also update main unit controller firmware to V1.06 or later. Install version 1.05 or later.

PAGE: 5/12 No.: RB156000

Note

RCGate

B156 006

Main unit controller firmware Main unit controller firmware Network Support (NCS) firmware Main unit controller firmware DESS firmware Web System firmware Main unit controller firmware Web System firmware Fax firmware

RCGate RCGate RCGate RCGate Web Image Monitor

B156 006 B156 011 B156 006a B156 012 B156 010 B156 006a

Install version 1.04 or later. Install version 4.17 or later. Install version 1.08 or later. Install version 3.09.1 or later. Install version 1.02 or later. Install version 1.08 or later.

Other firmware must be updated at the same time; see the RTB

Web Image Monitor Web Image Monitor

SNMP SNMP SNMP Smart Device Monitor for Admin

Incorrect wording in German Cannot be used if a CSV file of the Journal is downloaded after a network reboot (NCS reboot) Machine cannot reply to SNMP requests; the buffer is full The SNMP service may not start when the device is turned on. Utilities using SNMP will not receive status updates from the device. Cannot retrieve 1394 host names of devices

B156 010 B156 016

Install version 1.02 or later. Install version 03.00.00 or later.

B156 011 B156 011 B156 011 B156 011

Network Support (NCS) firmware Network Support (NCS) firmware Network Support (NCS) firmware Network Support (NCS) firmware

Install version 4.17 or later. Install version 4.17 or later. Install version 4.17 or later. Install version 4.17 or later.

Technical Bulletin
Model: Model TH-C1
Subject Smart Device Monitor for Admin Symptom If more than five users are added to the Address Book using Smart Device Monitor for Admin with SSL, after an hour or more, the connection closes and the Address Book is not updated. Cannot access the machine using SSL after "Permit Simple Encryption" in Extended Security is disabled. If more than one PC accesses the machine at the same time, cannot configure the machine. Blurred thumbnails in Web Image Monitor, DeskTopBinder or DeskTopEditor for Production (only when data is scanned from a machine with File Format Converter). If more than one PC accesses the machine at the same time, cannot send scanned files from the Document Server to a ScanRouter server. RTB # B156 012 Cause DESS firmware

PAGE: 6/12 No.: RB156000

Note

Date: 31-Mar-06

Solution Install version 3.09.1 or later.

Smart Device Monitor for Admin Smart Device Monitor for Admin Thumbnails

B156 013

Netfile firmware

Install version 1.00 or later.

B156 013 B156 006a

Netfile firmware Main unit controller firmware

Install version 1.00 or later. Install version 1.08 or later.

Desk Top Binder

B156 013

Netfile firmware

Install version 1.00 or later.

Technical Bulletin
Model: Model TH-C1 4. Printing
Subject Cannot print some characters Cannot print to an SDM port Symptom Thai/Latin characters, PS job If more than one PC accesses the machine at the same time. RTB # B156 001a B156 013 Cause PS3 firmware Netfile firmware Solution Install version 1.03 or later. Install version 1.00 or later.

PAGE: 7/12 No.: RB156000

Date: 31-Mar-06

Note

5. Operation Panel
Subject Replace fusing oil not displayed Symptom Only displayed in English RTB # B156 006a Cause Solution Main unit Install version 1.08 or controller firmware later. Note

6. Security
Subject LDAP Authentication Symptom Does not work if configured using the 'LDAP Server 3, 4 or 5' settings from Web Image Monitor Functions cannot be restricted to groups using a domain controller in a different subnet. Users cannot login to the machine via Windows Authentication from a domain controller in a different subnet unless WINS is enabled If the machine gets more than 300 login attempts without cycling the power, SC991 appears and users cannot login to the machine. Occurs when someone opens the login screen by pressing the User Tools button. RTB # B156 010 Cause Web System firmware Solution Install version 1.02 or later. Note

Windows Authentication

B156 011

Network Support (NCS) firmware

Install version 4.17 or later.

Windows Authentication

B156 006a

Main unit controller firmware

Install version 1.08 or later.

Cannot login

B156 006a

Main unit controller firmware

Install version 1.08 or later.

User name and password still appear

B156 006a

Main unit controller firmware

Install version 1.08 or later.

Technical Bulletin
Model: Model TH-C1 7. Error Codes
Subject SC545 Symptom Detected falsely after recovery from Energy Saver or just after the main switch is turned on If the scanner moves just after the main switch is turned on Detected falsely When storing to the Document Server using the Fax or Scanner applications, with the MLB option, just after power on. If more than one PC accesses the doc server at the same time to download PDF files. Documents with certain attributes (see the RTB) printed from document server using Magazine, Booklet, or Stamp may cause SC687. Short circuit between IO board and BICU board Occurs if a user starts a print job for a Document Server, logs out during the job, and then another user logs in. When the machine receives a Print job while in Energy Saver Mode If the machine gets more than 300 login attempts without cycling the power, SC991 appears and users cannot login to the machine. Occurs falsely RTB # B156 005b Cause BICU firmware Solution Install version 1.10:03 or later.

PAGE: 8/12 No.: RB156000

Note

Date: 31-Mar-06

SC670 SC672 SC672

B156 005a B156 006 B156 006a

BICU firmware Main unit controller firmware Main unit controller firmware

Install version 1.08:03 or later. Install version 1.06 or later. Install version 1.07 or later.

SC672

B156 013

Netfile firmware

Install version 1.00 or later.

SC687

B156 006a

Main unit Install version 1.07 or controller firmware later.

SC838 SC990

B156 024 B156 006

Harness damaged

Replace the BICU and/or controller.

Main unit Install version 1.03 or controller firmware later.

SC990

B156 009 B156 006a

Printer firmware

Install version 1.02 or later.

SC991

Main unit Install version 1.08 or controller firmware later.

Remote firmware update error

B156 006a

Main unit Install version 1.08 or controller firmware later.

Technical Bulletin
Model: Model TH-C1 8. Optional Units
Subject Shift tray Symptom Cannot install; cannot fit the tray under the paper guides RTB # B156 019 Cause Molding error at the factory Solution Replace the Shift Tray Cover.

PAGE: 9/12 No.: RB156000

Note

Date: 31-Mar-06

9. Scanning
Subject Scan to Folder Symptom Greyed out after a power cycle if the SNTP server address setting was configured. Greyed out after a power cycle if the SNTP server address setting was configured. RTB # B156 008 B156 008 Cause Scanner firmware Scanner firmware Solution Install version 1.06 or later. Install version 1.06 or later. Note

Scan to e-mail

10. Image Problems

Subject Too dark Symptom Light gray areas on the original appear darker on the printout when 2bit mode is used. Toner and silicone oil from the previous image stays on the ITB Small paper sizes RTB # B156 001 B156 005 Cause PS3 firmware Solution Install version 1.02 or later Install version 1.04 or later. Also update main unit controller firmware to V1.05 or later. Install version 1.03 or later. Also update main unit controller firmware to V1.04 or later. Change BICU firmware to 1.04 or later and controller unit firmware to 1.05 or later. Then make sure the SP settings are correct (see the RTB). Install version 1.021 or later. Install version 1.021 or later. Install the new flywheel assembly and tapping screws. Note

Residual images

BICU firmware

SP modes added

Residual images

B156 005

BICU firmware

SP modes added

Residual images

Full color printing on thin paper just after continual duplex BK

B156 014

Fusing oil gets on the image transfer belt through the paper. BICU firmware BICU firmware

Dirty background Image problem at trailing edge Banding

High temperature and high humidity Toner particles shifted 6-mm intervals

B156 005 B156 005 B156 020a

SP mode added SP mode added

Technical Bulletin
Model: Model TH-C1
Subject Toner spots Symptom Full color printing on thin paper just after continual duplex BK RTB # B156 014

PAGE: 10/12 No.: RB156000

Note

Date: 31-Mar-06
Cause Fusing oil gets on the image transfer belt through the paper. BICU firmware BICU firmware

Lines Problems with solid images

User color

SP6-006-4 was set outside the acceptable range. When the machine recovers from Low Power mode, just after the main switch is turned on, or when a Scanning job is done. A registered User Color cannot be copied after the machine recovers from Low Power Mode or after the operation switch is turned Off/On.

B156 005b B156 005b

Solution Change BICU firmware to 1.04 or later and controller unit firmware to 1.05 or later. Then make sure the SP settings are correct (see the RTB). Install version 1.10:03 or later. Install version 1.09:03 or later.

B156 005c

BICU firmware

Install version 1.11:03 or later.

11. Fax
Subject Cannot receive Symptom Ringing signal not detected through PBX If the machine mode is changed and IP-Fax Switch 03/bit 4 is ON. Does not work Does not work if SIP/UDP communication is done repeatedly (memory shortage). RTB # B156 022 Cause Machine is not compatible with the ringing signal generated by the PBX Fax firmware Solution Change the machines settings (see the RTB) Note

Communication interrupted Transmission Result Notification by E-mail IP-Fax

B156 016 B156 016 B156 016

Install version 02.00.00 or later. Install version 02.00.00 or later. Install version 02.00.00 or later.

Fax firmware Fax firmware

12. Others
Subject Machine is too slow Machine is too slow Symptom Printing and Copying is slow when the DOS unit is installed. Printing is slower when PCL data is printed with HDD fonts RTB # B156 006 B156 009 Cause Main unit controller firmware Printer firmware Solution Install version 1.06 or later. Install version 1.01 or later. Note

Technical Bulletin
Model: Model TH-C1
Subject Machine is too slow Symptom If the user clicks 'Reception' under 'FAX History' and then immediately clicks 'Document Server', the 'Document Server' menu takes a long time to be displayed. After the BICU and/or FCU firmware is updated via RC Gate. Occurs when user authentication is enabled, and other conditions (see the RTB) If the paper tray reaches Paper End or the tray is pulled out during a print job (Hungarian, Polish and Russian only). When PCL data is printed with HDD fonts When a duplex job is sent from an RPCS driver and then cancelled from the operation panel or PC After a lot of color prints The IP-Fax port setting is programmed in SP3107-001-007. After it communicates 20,000 times with IPFax. Occurs when user authentication is enabled, and other conditions (see the RTB) PDF Direct Print jobs sent via DeskTopBinder in Driverless Mode are cancelled, if User Code Authentication is enabled. Printing from the document server with the Magazine function Short circuit in the BICU harness causes FU11 (+5V) on the PSU to open. Spanish, Dutch, Korean, and Chinese. RTB # B156 013

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Note

Date: 31-Mar-06
Cause Netfile firmware

Solution Install version 1.00 or later.

Machine freezes Machine freezes Machine freezes

B156 006 B156 006 B156 009

Main unit controller firmware Main unit controller firmware Printer firmware

Install version 1.04 or later. Install version 1.03 or later. Install version 1.02 or later.

Machine freezes Machine freezes

B156 009 B156 009

Printer firmware Printer firmware

Install version 1.01 or later. Install version 1.01 or later.

Machine freezes Machine freezes Machine freezes Start key does not go green Job cancelled

B156 006a B156 016 B156 016 B156 006 B156 009

Main unit controller firmware Fax firmware Fax firmware Main unit controller firmware Printer firmware

Install version 1.08 or later. Install version 03.00.00 or later. Install version 02.00.00 or later. Install version 1.04 or later. Install version 1.01 or later.

Incorrect page numbering Machine does not get to the ready condition Incorrect wording

B156 006a B156 015a

Main unit controller firmware A bracket damages the harness. FCU (MBU) firmware

Install version 1.08 or later. Replace the PSU and harness, and add the protective Mylar (B154 5881). Install version 02.00.00 or later.

B156 017

Technical Bulletin
Model: Model TH-C1
Subject Incorrect wording Circuit breaker Symptom Spanish Trips too often RTB # B156 018 B156 021

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Note

Date: 31-Mar-06
Cause Language data firmware Breaker is too sensitive

Solution Install version 3.84 or later. Replace with P/N 11071073 (the same as the one for the J-C1).