Basic Troubleshooting

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Basic Troubleshooting

For Service Master

On
Digital Machines

Ricoh Europe B.V.

Technical Training Centre BasicTroubleshooting_SER_ppt_EN_v1.2.a

List of Changes: (See: View > Notes Page)

Date of Version Description

change History

25-July-2005 1.0.a Initial version (no changes)

09-Mar-2006 1.1.a Slide 1: Added Digital machines

Slide 51: Added arrows for feed direction
Slide 58: Wording Copies replaced by
Originals
Slide 59: Added SMC data sheet for Jams

13-Mar-2006 1.2.a Added slides for paper jams (chapter 6)

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 Basic Troubleshooting

Objectives
‰ After this training you should:
Š Be able to read schematics
Š Know how to use SP modes for troubleshooting
Š Understand process control
Š Be able to identify and locate problems
Š Be able to find documentation for troubleshooting

This course is designed in the following manner:

‰ There will be an overview at the beginning.
‰ To go back to this overview slide you can always click on the home button.

‰ There will be several references to the Service Manual chapters or other

documents like Operating Instructions. This is shown in the notes as:

‰ The example explains that more information can be found in the Copy Reference
Operating Instructions Æ chapter 2 copying Æ subchapter slip sheets.

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 Basic Troubleshooting

Requirements
‰ Service Manual
‰ Point to Point Diagram
‰ Multimeter
‰ MFP

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Training material
‰ This presentation

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Pre-requisites and Exam

‰ Basic Digital Imaging for Service Master
‰ WICE Multiple choice exam

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 Basic Troubleshooting

Module overview
1. Introduction
2. Troubleshooting Tools
3. Electrical Components
4. Process Control
5. Image Quality Problems
6. Paper Path
7. Scanning
8. SP modes
9. Tips

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 Basic Troubleshooting

1. Introduction
‰ Troubleshooting is part art, part science.
No check list can ever be expected to cover ALL problems
you may encounter in the field.
‰ Always try to eliminate the problem.
Š Good knowledge of the principles in your machine helps
you the eliminate the problem.
Š You need to eliminate possible causes. Initially make a list
of possible causes. As the list of possible causes shrinks,
the probable fault becomes more obvious.
Š Separate the machine in modules (like scanner, transfer,
fusing, finisher, controller, etc.)
‰ Be sure to look through the troubleshooting section of the
machine's service manual, as well as any technical bulletin
that may have been released.

1. Introduction

‰ When troubleshooting difficult problems, you need to make sure you organize
your approach. Use your knowledge of the machine to track down the cause of
the problem. When all else fails, start over again and double-check your work.
While this may appear as a very lengthy process, it will ultimately save time in
the long run.
‰ Most problems are simple ones. Before attempting to fix a multifaceted, complex
mess, always double check the basics. There probably is no need to replace all
the transport rollers, when the problem is just curled paper.
‰ You will need to come up with a list of tests that you can perform, to further
narrow down your options. These tests do not need to be complicated. Often you
can spot the problem just by looking at the components in question. Visible
scratches on the OPC drum, damaged or dirty rollers and dirty pick-off pawls are
all leading indicators of trouble. Spotting any of these probably means that you
have solved the problem.
‰ Make sure you have eliminated as many causes as possible before you start
replacing parts. If you are unsure, you might test components by swapping them
between two different machines, rather than replacing them outright.
‰ You may be tempted to just start replacing parts until the machine starts working
again. While this may solve the problem, it is not cost effective.
‰ For example, check all connections before replacing a printer controller unit.
While this does seem like common sense, it is sometimes easy to overlook
simple concepts when you are involved in a frustrating problem.

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 Basic Troubleshooting

1. Introduction
‰ Be careful for multiple problems occurring at the
same time.
‰ Always test test test your machine.

1. Introduction

‰ Finally, once you have fixed the problem, be sure to test the machine thoroughly.
Nothing is more aggravating ( to you and your customers ) than making multiple
service calls for the same problem.

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2. Troubleshooting Tools
‰ Multimeter
‰ Testchart
‰ Schematics
‰ Service Manual
‰ SMC data
‰ Diagnostic page
‰ In/Output check
‰ Maintenance
‰ NVRAM backup
‰ Firmware
‰ RTB/ Technical Tips/ Tessa-support/ Forum* /Whiteboard*
* if available

2. Troubleshooting Tools

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2. Multimeter
‰ Most common settings

V Volts
~ Alternating Current (AC)

mV Millivolts Direct Current (DC)

A Amps Ω Ohms

mA Milliamps Diodes

µA Microamps Beeper

2. Troubleshooting Tools

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2. Multimeter
‰ A handy tool for troubleshooting

2. Troubleshooting Tools

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2. Test Chart
‰ See the notes pages
for more details.

2. Troubleshooting Tools

A: Leading edge registration (Max. A3/DLT size copier)

B: Side-to- Side registration / Skew (Max. A3/DLT size copier)
C: Leading edge registration (Max. A4/LT size copier)
D: Side-to- Side registration / Skew (Max. A4/LT size copier)
E: Jitter (Max. A3/DLT size copier)
F: White line(s) in half tone area (Max. A3/DLT size copier)
G: White line(s) (Max. A3/DLT size copier)
H: Main scan / horizontal magnification (Max. A3/DLT size copier)
I: Sub scan / vertical magnification (Max. A3/DLT size copier)
J: Solid black area
K: Photo image
L: Scanning bit error (Max. A3/DLT size copier)
N: Letter
M: Uneven image density (Max. A3/DLT size copier)
O: Jitter (Max. A4/LT size copier)
P: Uneven image density (Max. A4/LT size copier)
Q: White line(s)
R: Sub scan / vertical magnification (Max. A4/LT size copier)
S: Scanning bit error (Max. A4/LT size copier)
T: Main scan / horizontal magnification (Max. A4/LT size copier)
U: White line(s) in half tone area (Max. A4/LT size copier)
V: ID balance of solid black areas
W: Resolution

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2. Schematics
‰ The schematics can help you to eliminate the
problem.
Š For example 24 volt is missing because the front
door switch is not working.
‰ Schematics can be found in the Point-to-Point
(P-to-P) diagrams.

2. Troubleshooting Tools

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2. Symbol Table
AC Line
DC Line
Pulse Signal
Signal direction
Active High
Active Low
Voltage
2. Troubleshooting Tools

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2. Component Layout

2. Troubleshooting Tools

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2. Connectors

2. Troubleshooting Tools

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2. Active High / Active Low

‰ Active High
Š Close the door (active): measure 24Volt
Š Open the door (inactive): measure 0Volt

‰ Active low
Š Sensor detect paper (active): measure 0Volt
Š Sensor detect no paper (inactive): measure 5Volt

2. Troubleshooting Tools

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2. Service Manual
‰ One of the chapters of the Service Manual can be
useful for troubleshooting.
Š Troubleshooting
Š Specifications
Š Detailed Section Descriptions

‰ Service Manuals are also available on

http://www.tessa-support.com

2. Troubleshooting Tools

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2. SMC data
‰ Useful when checking parameters and when
replacing NVRAM or do a reset.
‰ SC (Service Call) history is also printed on the
SMC data sheet.
Š To escalate problems SMC data sheet is
required.

2. Troubleshooting Tools

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2. Diagnostic page
‰ Some internal tests are done by the machine, the
result is printed.
‰ A special tool is available to test the parallel port
Š Loop back connector

2. Troubleshooting Tools

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2. In/Output check
‰ Input check
Š Use to check sensors, switches, etc.
‰ Output check
Š Use to check motors, clutches, solenoids, etc.

2. Troubleshooting Tools

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2. Maintenance
‰ Keep on track with the maintenance to prevent
quality items.
‰ Old developer can not hold the toner anymore.
Š Result dusting Æ dirty sensors Æ jams etc.

‰ Bad maintenance can cause extra service calls!!!

2. Troubleshooting Tools

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2. NVRAM backup
‰ On GW machines you can do a backup.
Š Use for later purposes
» If NVRAM is replaced
» If you reset NVRAM
‰ Replacing boards without ESD protection can
cause strange problems.
‰ Electronic distortions can change parameters
stored in NVRAM.

2. Troubleshooting Tools

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2. Firmware
‰ In some cases new firmware can solve or prevent
problems.
‰ Always have firmware with you.
Š Check the latest firmware on
www.tessa-support.com

2. Troubleshooting Tools

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2. MB/ RTB/ RTT

‰ MB (Modification Bulletin)
Š Parts catalogue correction
Š Service manual correction
Š Parts modifications
‰ RTB (Ricoh Technical Bulletin)
Š Troubleshooting items
Š Firmware history
Š etc
‰ RTT (Ricoh Technical Tips)

‰ See www.tessa-support.com

2. Troubleshooting Tools

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3. Electrical Components

3. Electrical Components

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3. Laser Diodes
‰ A laser beam consists of light at one wavelength.
‰ The drum is most sensitive for a specific wave
length for discharging.
‰ Check:
Š Blank output?
Š SC table.
Š Interlock switches

Laser Diode LD Unit

3. Electrical Components

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3. Thermistors
‰ The name comes from thermally sensitive resistor.
(measures the temperature of the fusing)
‰ To prevent over temperature a thermofuse or thermostat is
used.
‰ Check:
Š Use In/Output check
Š Multimeter Æ short or open circuit (disconnect first).

Thermistor

3. Electrical Components

‰ The graphic shows the relation between resistance and temperature.

This is typically an NTC-thermistor (Negative Temperature Coefficient)
‰ The logic of the machine uses this information to control the temperature of the
fusing unit.

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3. Thermoswitches
‰ As the name implies, a thermoswitch
(also known as thermal switch or
thermostat) is a temperature
controlled switch.
‰ The difference between the opening
and closing temperature of a
thermoswitch is the "hysterisis" or
"differential". In Ricoh products,
thermoswitches are usually
overheating safety devices with a
large hysterisis.
For example, the thermoswitch used
in one of the scanners opens at 140ºC
but will not close again until its
temperature drops to -35ºC!
‰ Check:
Š Visual fusing lamp on?
Š Multimeter Æ short or open circuit
(disconnect first).
3. Electrical Components

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3. Micro Switches
‰ These switches have a characteristic sound or click when
the contacts close.
‰ The main advantage of a micro switch is its durability and
its consistency.
‰ Check:
Š Use In/Output check or multimeter (disconnect first).
‰ Note: when replace check which pins are used.
Š C (Common)
Š NO (Normally Open)
Š NC (Normally Closed).

3. Electrical Components

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3. Stepper Motor
‰ Change the magnetic field by using another coil.
Š The rotor makes one step.
Š Often used in duplex path.
‰ Check:
Š Is it easy to stop the motor / irregular drive?
» Yes: replace motor

3. Electrical Components

‰ Stepper motors are used whenever accurate positioning of a component is

required.
‰ The outer shell of the motor is stationary. Coils are wound around teeth attached
to this shell.
The rotor of the motor, made of iron, can rotate.
The arrangement of the teeth is such that, if pulses are applied to the coils in the
correct timing sequence, the rotor of the motor can be rotated in stepwise
increments of a few degrees.

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3. Servo Motor
‰ Often used for continuous drive such as development
motor, drum motor etc.
‰ Check:
Š Is it easy to stop the motor / irregular drive?
Š Yes: replace motor

3. Electrical Components

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3. Torque Limiter Clutches

‰ Torque limiter clutches (also called slip clutches)
are often used in reverse rollers of feed and
reverse roller paper feed mechanisms.
‰ Check:
Š Is it easy to stop the shaft/roller?
Š Do you see corrosion?
» Yes: replace clutch
Outer Magnet Inner Magnet

Collar

Reverse Roller Limit Hub

3. Electrical Components

‰ A torque limiter clutch transmit rotation to a drive component (usually a roller,

pulley, or gear mounted on a rotating shaft).
As long as the resistance to rotation is less than the torque (twisting force)
limitation of the clutch, the roller turns with the shaft.
If the resistance exceeds the torque limitation, the roller stops turning—it slips.
In fact, it may turn in the opposite direction if sufficient counter force is applied.
‰ Torque limiter structures vary: some use springs as slip mechanism, while others
use magnetic force or powder filling.
Compared to those that use springs, torque limiters that use magnets and/or
powders do not need to be lubricated with grease or other lubricants, so that
they are easier to maintain.
Magnet-type torque limiter does not generate much heat, even after extended
use, because it does not come in contact with other components.
This ensures stable torque.

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3. Torque Limiter Clutches

‰ Magnet and ferrite powder type slip clutch.
‰ Check:
Š Is it easy to stop the shaft/roller?
Š Do you see corrosion?
» Yes: replace clutch

3. Electrical Components

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3. Electromagnetic Clutches
‰ Gear [A] is driven by a motor. This gear is an idle
gear; it does not drive the roller shaft [B]. Shaft
[B] is attached to the rotatable part [C] of the
clutch, and held in place by an E-ring [D].
‰ Check
Š Is it easy to stop the shaft/roller?
Š Do you see corrosion?
» Yes: replace clutch

3. Electrical Components

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3. Spring Clutches
‰ The spring grips both pieces very tightly, it act as one unit
and pass on the rotation from the motor.
‰ When the sleeve is kept from turning, the spring expands
away from the drive hub, disengaging the drive.
‰ Check
Š Is it easy to stop the shaft/roller?
» Cleaning the clutch can have good results.

3. Electrical Components

‰ The sleeve is attached to one end of the spring (the clutch spring tail).
The other end of the spring is engaged with the output hub.

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3. Feedback Type Potential Sensor

d

‰ Even if distance [d]

between drum (1) and Detector
sensor (2) changes, the
measurement of drum Gate
surface potential is still
accurate PE element
V
‰ Calibration is not required
‰ Check
Š SC table Gate
Š In/Output check Drum
(some machines)
Feedback circuit

c d
3. Electrical Components

Some machines use a feedback type potential sensor.

The advantages are:
‰ This type has a very high accuracy compared to the conventional type potential
sensor
‰ It requires no calibration, this means you do not have to wait 5 minutes (to let the
residual voltage disappear) to do forced process control self check. On older
models you have to wait at least 5 minutes.

Operation:
‰ An oscillator supplies an AC voltage to a piezo electric element, which causes
the PE element to contract and expand with the frequency of the AC voltage.
The gates will close and open the gap between the photoconductor and the
detector.
The detector will pickup the field of the photoconductor when the gap is big, and
the field of the gate when the gap is small.
The feedback circuit will change the voltage on the gate until the detector
pickups no difference in field between the detector and the photoconductor. At
that moment the voltage of the gate is equal to the voltage of the
photoconductor.
The voltage of the detector is measured then with a standard analog to digital
converter.
This whole process is done in milliseconds

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 Basic Troubleshooting

3. ID Sensor
Black ID sensor Color ID sensor

‰ The black ID sensor is a direct reflection sensor. It consists

of an LED and a receptor.
‰ The color ID sensor uses both receptor sensors to gather
light reflected from the color toner ID sensor patterns. This
increases the accuracy.
‰ Check
Š SC table
Š Clean the sensor
3. Electrical Components

Black ID sensor
‰ The light emitted from the LED reflects directly from the bare surface of the drum
or ITB to the receptor. The illustration above shows the sensor reading a toner
patch on the surface of the drum or ITB.
‰ The black ID sensor output after reading the bare drum or ITB surface is Vsg.
‰ The reading of the light reflected from the toner of a developed ID sensor pattern
on the drum or ITB is Vsp.
Color ID sensor
‰ The color ID sensor is a combination of a direct reflection sensor and a diffuse
sensor.
‰ Like the black ID sensor, the color ID sensor contains an LED and a receptor.
However, the color ID sensor also has a diffuse receptor to gather additional
diffuse light reflected from the colors of the ID sensor patterns.
‰ When light is reflected off the toner, it tends to scatter from the toner surface at
oblique angles. The diffuse receptor is provided in the color ID sensor to gather
some of this diffuse light.
‰ The color ID sensor output after reading the bare drum or ITB surface with the
direct reflection LED and receptor is Vsg. The reading of light reflected from the
toner of a developed ID sensor pattern is Vsp.

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 Basic Troubleshooting

3. Photo-interrupters
‰ A photo-interrupter consists of an LED and a phototransistor
separated by a slot.
‰ Check:
Š SC table
Š Use In/Output check
Š Clean sensor
» Swap sensors
» Sensor or wire defect
‰ Note: If replacing photo-interrupter use an identical one.

3. Electrical Components

‰ There are many different types photo-interrupters. When replacing a photo-interrupter use the
correct indicated part.

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3. Reflective Photo-sensors
‰ Optical detection without mechanical parts.
‰ Check:
Š SC table
Š Use In/Output check
Š Clean sensor
» Swap sensors
» Sensor or wire defect
‰ Note: If replacing photo-sensor use an identical one.

3. Electrical Components

‰ There are many different types photo-sensors. When replacing a photo-sensors use the correct
indicated part.

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4. Process Control
‰ Process control is necessary to adapt the
machine to the environment and drum life.
Š Prevent background
Š Maintain image density
‰ Process control know 2 steps:
Š Latent Image Control
» Maintain development potential
» Voltage and bias are set
Š Toner density Control

4. Process Control

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4. New Drum
‰ How process control is done differs on machine
type.
‰ This diagram shows the ideal relationship
between drum potential and image density with a
new drum.
VD = Drum potential
with no laser power
-800V VD VL = Drum potential
with max. laser power
VB = Development bias
VR = Residual voltage

VB white

Drum density
Potential

VL black
-130V
New drum
VR
Applied Laser Power
4. Process Control

‰ This relationship must be maintained in order to achieve consistent copy quality

during the life of the drum.
‰ But changes occur in the laser optics, charge sections and in drum sensitivity.
These changes cause the relation between drum potential and applied laser
power to change also.
‰ It should be noted that ‘max laser power’ in this diagram is not the absolute max
that can be got from the laser diode. It is the laser power required to get the max
density (full black), and this can be adjusted

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4. Aging Drum
‰ When the drum ages, sensitivity reduces (see the red line).
As a result, the laser power applied for max density in the
greyscale results in a drum potential of VL’, and this gives
a gray density instead of a black density.
‰ Also, the residual voltage VR increases. This cannot be
compensated even if laser diode power is increased.

-800V VD

VD’

VB white

Greyscale
Drum
Potential Older drum
VL’
Is this supposed to be
Black? Not good!
VL
-130V
New drum VR’
VR
Applied Laser Power
4. Process Control

What is Residual Voltage?

‰ Residual voltage is the drum potential after quenching.
There is always a small residual voltage, even on a new drum.
‰ The amount of residual voltage (VR) will increase during drum life.
This increased VR can have a negative effect on VL even if maximum laser
power is exposed on the drum the full development potential will not be reached.
This means no full black density anymore.

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 Basic Troubleshooting

4. Adjustment of Vd
‰ The new VD is too low. So, the machine
increases the voltage applied by the charge roller
to bring VD back up to its old value. The
electrostatic potential of the old drum shifts
upward as shown (see the blue line).
‰ Note that VL also shift.
-800V VD After Charge Voltage
Adjustment
VD’

VB white

Drum
Potential Older drum
VL’

-130V VL
VR’
New drum
VR
Applied Laser Power
4. Process Control

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4. Adjustment of Dev Bias

‰ Next, development bias is increased to
compensate for the effect of increased residual
voltage (Vr).
‰ The development bias is changed by the
difference between VL and VL’

-800V VD After Development Bias

VD’ Adjusted
VB’ white
∆VL
VB

Drum
Potential Older drum
VL’
∆VL VL
-130V
VR’
New drum
VR
Applied Laser Power
4. Process Control

‰ The adjustment of the development bias achieves full black density where the
drum is exposed by the laser at the maximum power for the grayscale. It also
prevents dirty background on unexposed areas.
‰ The drum sensitivity is reduced, as mentioned earlier. Because of this, changes
in laser power between the gradations in the grayscale are larger.

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4. Adjustment Laser Power

‰ Finally, the laser power for maximum density on
the grayscale is adjusted so that the drum
potential will be VL’.
‰ This completes the potential control phase of
process control.
Old drum after process
-800V VD control completed
After Laser Power for
VD’ Max Density Adjusted
VB’ white

VB

Drum
Potential Older drum
VL’

-130V VL
VR’
New drum
VR
Applied Laser Power New max
LD power
4. Process Control

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4. Toner Density Control

‰ Vref is reference for new developer.
Š New developer has a fixed concentration of toner
Š Vref is set during initialisation when changing
developer.
‰ Low density Æ more toner
‰ High density Æ less toner

4. Process Control

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4. Toner Density Control

‰ The output of the TD
sensor is compared with a Toner Supply Clutch On Time
Calculation
reference voltage: Vref.
Pixel Count GAIN

TD Sensor
Output (VTD)

VT Reference
Voltage (VREF)
(New VREF)
VT Reference
Voltage Update
VREF Update

ID Sensor Output
(VSP/VSG)
‰ Vref changes during
process control, to keep TD Sensor Initial
Setting (VREF)
the image quality.

4. Process Control

‰ To stabilize toner concentration, toner supply amount (toner supply clutch on

time) is controlled by referring to VREF and VTD. The toner supply amount is
calculated at every copy.
‰ ID sensor information is commonly used for updating VREF.

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4. Tips
‰ Background problems
Š Check
» Lifetime developer and drum.
Š Reduce the interval for auto process control.
» Specially in fast changing environments.
Š In some cases you can increase VD.
» Be careful, this action can decrease the lifetime of the
drum.

‰ Note
Š Changing VB effects the potential development
which effects the image density.

4. Process Control

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5. Image Quality Problems

‰ Before attempting to troubleshoot this problem, ask
yourself this question:
Š Is this a scanning problem?
Š Is this a printing problem?
‰ Here is a quick test:
Š Print out one of the test pages.
Š Make a copy of the test page and compare them.
Š If the problem only occurs with the copy, it is probably a
problem with the platen glass.
Š If it occurs on both, it is probably a printer problem.
‰ Use reduction or enlargement to see if a spot or scratch is
also enlarged or reduced.
Š If so the scanner is the problem.
Š Also check the mirrors, lens,lamp, transport belt document
feeder, etc.

5. Image Quality Problems

‰ Scanner
¾ For problems with the scanner, examine the exposure glass. Clean off any
whiteout, dust specks and fingerprints. Even if nothing is visible, try
cleaning the glass regardless. If that fails, you need to consider other parts
of the scanner—mirrors, optics, CCD, etc.
‰ Printer
¾ For printer problems, you need to determine where the problem occurs:
¾ Development
¾ Transfer
¾ Fusing
¾ Transport.
¾ These can often be difficult to distinguish, and you may have to closely
inspect each part looking for anything unusual.

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5. Mark’s on the output

Feed direction

‰ If the mark appears in the same location on each sheet, it is probably the scanner (platen
glass).

Feed direction

‰ If the mark's position either shifts, repeats or appears intermittently, it is probably a

printer problem.

Feed direction
‰ If the mark repeats at regular intervals along the direction the paper travels, it is
probably a problem with a roller.
‰ Typically, each roller has a unique diameter. Measuring the distance between the marks,
determines the diameter of the offending roller. (distance = diameter x π) π = 3.14
‰ Alternatively, roll the copy until the marks line up. This will give you a tube with the
diameter of the offending roller.

5. Image Quality Problems

‰ Some machines may have OPC belts, transport belts or transfer belts which are
larger than a single sheet of paper. These may cause a single mark that shifts
about the paper.
(Note: the mark will only shift along the direction the paper travels but never
across the paper).
‰ Belts that are much larger than a single sheet of paper may only produce a mark
every few sheets.
For intermittent marks, make sure to run several copies in a row, noting how
often the mark appears. This will give you a general idea of the belts size.

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5. Quality Items
Light Copy Check User settings (lighter density)
Copy image density setting is too low.
Damp or poor-quality paper.
Toner is low.
Low development bias.
Damaged OPC Drum.
Improper Toner Density.
Drum Grounding (shaft and springs in the drum)
Dark or Dirty Copy Check User settings (darker density)
Copy image density setting is too high.
Dirty optics, lenses or mirrors.
Insufficient charge on the OPC drum.
High development bias.
Black Copy No charge on the OPC drum.
Broken corona wire.
Faulty power unit or contacts.
Black Lines Scratches or damage along the length of the OPC drum.
(across the paper path) Scratches or damage along the length of the hot roller.
Faulty cleaning blade.
Black Lines Scratches or damage running around the OPC drum.
(along the paper path) Scratches or damage running around the hot roller.
Faulty cleaning blade.
Dirty transport rollers.
Dirty pawls.
Check position Toner Shield Glass.

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5. Quality Items
Black Lines Faulty elements in the CCD.
(in the Sub-Scan direction)

White Lines Dirty corona wire.

(along the paper path) Dirty charge roller.
Stained toner shield glass.
Blocked doctor gap.

White Spots/Deletions Moisture in the paper.

Dam aged OPC drum.
Dam aged hot roller.
Black Spots Dirty exposure glass or optics.
Dam aged OPC drum.
Contam inants on the drum.
Contam ination of the machine.
Dam aged or dirty hot roller.
Hot roller strippers.
Contam inated developer or toner.
Dirty drum cleaning roller.
The Image Wipes Off or Smears The toner is not properly fused to the paper.
The hot roller does not reach the proper fusing temperature.
Faulty fusing lamp.
Out of fusing oil.
Faulty thermistors or thermofuses.
The paper is too thick.
On some glossy paper, the toner may chip off.
Try using a non-glossy paper.
5. Image Quality Problems

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5. Quality Items
Latent Image/Ghosting Faulty drum cleaning blade.
Faulty hot roller cleaning.
Faulty quenching lamp.
Uneven Image Density Uneven corona wire height.
Damaged OPC drum.
Uneven toner density.
Machine level (slant can move the developer to 1 side).

Jitter Vibration in the machine during exposure.

(dark, light or blurred bands running A jar or shock to the paper as it moves through the paper path
across the paper path these will especially common with thick paper.
usually be in the same location on
each copy)

Dark or black bands The OPC drum has been damaged by exposing it to light for
(a wide band running across the too long.
paper path)

Background problems Reduce the interval for auto process control.

Specially in changing environments.

5. Image Quality Problems

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5. Quality Items (Registration)

‰ Check with test print from the machine.
Š Check timing (in-line registration)
Š Check side to side registration
» Each tray has it’s own setting.
Š Check buckle (prevent skew)
‰ For each tray you can change these settings.

5. Image Quality Problems

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6. Paper Path
‰ Unsupported Damaged

‰ Always check the user guide for a list of paper

media that is supported by the machine. It is not
uncommon for paper jams to occur because
incorrect paper has been used. The above
illustrations are examples.

6. Paper Path

‰ Initially you must determine whether the problem is with the paper, the paper
path or the operator.
‰ Firstly inspect the paper in the tray:
¾ Has it been placed in the tray properly?
¾ Are the edges or corners damaged?
¾ Has the tray been overfilled?
¾ Does the paper have a noticeable curl?
¾ Does the edge of the paper appear to be wavy?
‰ Next, try running fresh (newly opened), high-quality paper. Does that jam as
well?
¾ If you can't find a problem with the paper, start looking at the transport
rollers. Make sure they're not dirty, worn, crusted, or damaged. You can
also check the gear trains and any clutches. Make sure the sensors and
timing switches are working properly.
¾ Even if you do find a problem with the paper, you may wish to check for
other problems—particularly if the machine often jams in the same place. It
is possible that the poor quality paper may just be aggravating another
minor problem

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6. Paper Path
‰ Make sure there are no paper scraps in the paper
tray unit as these can also cause paper jams.
Additionally transparencies and other special
media may be causing the paper jam (check the
users manual for supported paper media).

‰ If you cannot find any problems with the paper,

check the transport rollers for paper dust or
other debris.
6. Paper Path

‰ There are basically 6 different places within the machine where paper jams might occur.
Paper tray:
‰ Possible causes:
¾ Paper Size / Orientation miss-match
¾ Burr on edge of paper tray.
¾ Gates holding the paper are too tight.
¾ Paper needs to be fanned.
¾ Paper tray unit not been properly installed
Paper feed section:
¾ Paper jams when being fed out of paper tray.
¾ Multiple feeding of paper out of paper tray.
¾ Possible causes: Dirty or worn transport rollers.
Duplex unit:
¾ Paper jams as it is being fed out of duplex unit.
¾ Paper jams as it is being fed into duplex unit.
‰ Possible causes:
¾ Junction gate solenoid broken
¾ Paper lodged in the paper path leading into duplex unit.
¾ Paper lodged in the paper path leading out of duplex unit.
¾ Transport rollers that drive paper into duplex unit may be dirty or worn.
Fusing unit:
¾ Paper fed into pressure roller or heat roller resembles an accordion.
¾ Hairline strains of toner on copies.
¾ Toner lumps on copies .
¾ Paper jamming as it leaves copier.
‰ Possible causes:
¾ Dirty or worn pressure roller, heat roller, or fuser cleaning blade.
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6. Paper Path
‰ Wrinkled paper
Š Most likely to occur in the fusing unit.
Š Moisture is the main cause for wrinkled paper.

6. Paper Path

Sorter:
¾ Copy jams as it enters the sorter.
‰ Possible causes:
¾ Sorter not plugged correctly into copier.
¾ Entrance ramp to sorter not aligned.
¾ Copier does not recognize sorter (sorter actuator switch fails to activate;
possibly broken).
Document feeder:
¾ Multiple originals being fed into document feeder.
¾ Originals not being fed out of document feeder.
¾ Copier does not recognize that there is a document feeder installed.
‰ Possible causes:
¾ Dirty or worn feed rollers.
¾ Dirty or worn separation rollers.
¾ Electrical problems (blown fuse in copier or in document feeder).
¾ Copier may need to be programmed to recognize document feeder.

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6. Paper / Original Jams

‰ See SP mode or print a SMC data sheet to check
Š Total Paper Jams
Š Total Original Jams

6. Paper Path

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6. Paper Jams Locations

‰ See SP mode or print a SMC data sheet to check
Š Count number of jams for each location.
Š Some sensors shows when the paper is to late or
when the paper activate the sensor to long (lag)
» ON = paper late
» OFF = paper lag

6. Paper Path

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6. Original Jam Detection

‰ Show total jam count for each location.

6. Paper Path

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6. Plotter Jam History

‰ See SP mode or print a SMC data sheet to check
Š Overview for the last 10 paper jams.
» Code (Paper Jam Location)
» Size (05 = A4 LEF)
» Counter
» Date

6. Paper Path

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6. Paper jams / misfeed

‰ Check the paper
Š Pre-punched
» Check if the machine supports pre-punched paper.
» Check if the sensor is in the path of the punched hole.
» Change paper direction LEFÆSEF
Š Paper size
» Try a different size
Š Does it jam only from one tray.
» Swap trays to eliminate the cause.
‰ Paper jams from one paper tray.
Š Check transfer settings.
All trays have there own settings.

6. Paper Path

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7. Scanning
‰ CCD (Charge Coupled Device)
‰ CIS (Contact Image Sensors)
Š Cleaning is sufficient in most cases
Š It is possible to change some filter settings, but
rarely used because the expected effect is hardly
noticeable and time consuming.

7. Scanning

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7. Frequent Feeding Jams

‰ Check glass plate and feeder glass plate.
Š Placing it upside-down can cause jams because
one side of the exposure glass is coated.

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8. SP modes
‰ SMC data
Š Nvram reset
‰ SP mode
Š In /output check
Š Nvram backup (only GW machines)
Š SMC data print
Š Diagnostic page
Š Maintenance
‰ SC
Š Category A B C D
Š See SM how to reset them

8. SP modes

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8. SP mode Examples

SMC data sheet is required to

escalate a field problem.

8. SP modes

‰ The SMC data sheet contains all settings of the machine.

During the installation of the machine a SMC data sheet is printed an kept at the
machine for later purposes.
¾ For example if the NVRAM must be replaced or reset, the machine settings
are back to factory default.
The SMC data sheet can be used to change these settings.
‰ SC History gives you an overview the latest 10 SC (Service Call) codes.

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9. Tips

9. Tips

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9. Tips
‰ Copier reads that it is out of toner or constantly adds toner.
Š Remove toner cartridge from copier and tap it on the inside
of a waste paper basket. This releases any residual toner
that might be stuck in the cartridge.

‰ Paper continues to jam in the copier, after you have

removed all visible jams.
Š Recently, copiers behave much like computers in that they
both have temporary memory which holds all instructions
and conditions while the unit is active. In order to clear this
memory and possibly remove any false codes you must
unplug the power cord.

9. Tips

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9. Tips
‰ Document feeder jams intermittently with originals sticking
to feed belt.
Š Some document feeders require the contact glass be
lubricated with silicon oil to prevent static electricity from
building between the feed belt and the contact glass.
Š Is the exposure glass mounted correctly.

‰ The copier you are servicing has a roll-up type sorter and
you are getting intermittent paper jams at the entrance of
the sorter.
Š If the copier and sorter are on thick carpet, the copier may
tend to sink into the carpet changing the level between the
copier and sorter. Move the copier and the sorter to a hard
surface, or, buy a plastic mat and roll the copier onto the
mat. This also helps with dissipation of static electricity.

9. Tips

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9. Tips
‰ Intermittent paper jams in paper tray unit.
Š Check and see if either the feed rollers, or the separation
rollers are worn or dirty.
Š Clean roller or replace them.
Š Check grounding.
‰ Cover open warnings
Š In some cases sunlight can give some trouble.
If sunlight hits a cover sensor the machine shows open
cover.
If you arrive at the site the sun has another position and
therefore it is hard to find the cause.
‰ Power supply failure
Š Check
(blown fuse condition!!!, lose soldering point, burned
components, broken wire, bad connections, etc.)

9. Tips

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9. Tips
‰ Controller related SC
Š Disconnect all accessories (like finisher, fax, etc.)
Š Format Hard disk
Š Check grounding
Š Check power supply voltage
‰ Noise from the machine
Š Use a screwdriver, place it on a part and listen
where the noise is generated.
‰ Use only grease that is mentioned in the SM
Š Do not use to much oil or grease.

9. Tips

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