550 tech manual hfdst 6

8/7/2019 550 tech manual hfdst 6

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Service Manual 6-1

Chapter

6

Troubleshooting

This chapter d iscusses troubleshooting the printer. Troubleshooting is discussed

with two app roaches:

s

A step-by-step verification procedu re that systematically confirms that

particular comp onents of the printer are p roperly functioning u ntil a

problem is found .

s

A symp tom/ cau se schem e that lists particular pr inter failures and

error codes and their possible causes.

System power-up sequence

The following lists the chain of events tha t occur w hen you turn on th e printer.

You can follow this list as one means of determ ining if the printer is operating

correctly.

When the p ower switch is turned on , these events occur:

s

The engine control board checks its RAM.

s

All the engine fans are turned on to ensu re they work prop erly.

s

The fuser h eater (a halogen lamp) is activated to heat u p the heated

roller.

s

The position of each toner cartridge is checked to ensure they are in

their parked positions.

s

A print engine checks to see that the imaging un it and th e pap er

feeder are installed.

s

The engine motors are rotated to ensure that their rotation sensors are

detected.

s

The transparency film sensor is tuned for the amoun t of infrared

light it emits.

s

A check is mad e to determine if any p aper is jamm ed in th e printer.

s

The print en gine checks the level of toner in each toner cartridge.


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6-2

Phaser 550 Color Printer

6

Troubleshooting

s

After the fuser reaches its idle temp erature the printer is placed on line

in its READY state.

The print engine is initialized. If the startup page feature has not been d isabled

and no error occurred w ith the printer, the printer prints a startup p age.

Print engine troubleshooting

This topic is a step-by-step p rocedure for system atically verifying par ticular

aspects of the printer's operation. Following this procedure shou ld lead to the

cause of a prin ter's failure.

Testing the print engine

1.

If the printer does not p ower up , or does not initialize, or the printer

initializes but the m otors do not run proper ly, go to the later topic,

Verifying power supply operation on page 6-3.

Note

If the image processor does not power up or is disconnected from its

power source, then the print engine will not power up.

2.

Observe that the Ready

message is disp layed on the front panel. If it

is not, go to the later topic Verifying p ower sup ply op eration on

page 6-3.

3.

Verify that the image processors health LED is flashing. If it is not, go

to the top ic, Printer self-d iagnostics on p age 9-6. The health LED is

viewable through the grill behind the man ual feed tray (when the tray

is lowered).

4.

Press the test button on the rear of the printer (in the center of the rear

cabinet panel). The print engine respond s by making a gray fill test

print.

If the pr inter prints a gray fill, then the p rinter's print engine is working

correctly. Proceed with th e next topic, Verifying p rinter op eration by u sing its

self-test print on page 6-3.

If the pr inter does not m ake the gray fill print, then a p roblem exists with the

printer. If the printer d oes not print a test pattern, then a problem exists with the

pr int engine. Proceed with the topic, Verifying p ower sup ply op eration onpage 6-3.
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Service Manual

6-3

Troubleshooting

6

Verifying printer operation by using its self-test print

1.

If not already on, turn on the p rinter. If the printer does not pow er up ,

or does not initialize, or the printer initializes but the motors do not

run proper ly, go to the next topic Verifying p ower su pp ly operation.

2.

When the Ready

message is displayed, press the Menu

button to enterthe menu.

3.

Press the scroll but tons to n avigate to the Test Prints menu item.

Select any test pr int.

4.

Press Print

to print a test prints. The printer should p rint a test page

from the image processor memory.

If the pr inter prints a test pattern, then the p rint engine and image processor are

is working correctly and the pr inter's problem resides with the n etwork or host

interface. Refer to the approp riate topics in Chapter 3 Verifying the Printer and

Host Connections.

Verifying power supply operation

Verifying the power supply involves four steps:

s

Measuring the inpu t and outp ut voltages.

s

Checking th e pow er sup ply fuse(s).

s

Checking its safety interlocks.

s

Testing for a shorted m otor which would shu t down the power su pp ly

or d amage the engine control board.

Measuring power supply voltages

1.

Turn off the printer and un plug it from its power ou tlet.

2.

AC Input:

With th e VOM set to measure AC voltages, measu re for

pow er being sup plied to the printer. It shou ld measure between 87 to

128 VAC (115 VAC n om inal) or 174 to 250 VAC (220 VAC n om inal).

3.

Power supply fan

: With the pow er switch on, is the pow er supp ly fan

running? If not, check the fans wiring ha rness (CN853) to the pow er

sup ply; it should measure 24 VDC. If the voltage is not correct,

replace the power su pp ly. Otherwise, replace the power su pp ly fan.

Required tools

s

#1 Phillips

screwdriver

s

Volt-ohm-meter (VOM)


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6-4


6

Troubleshooting

4.

DC Output:

With the VOM set to measu re DC voltages, measu re

voltages at CN 852, CN854, and CN855 for +5 VDC, +12 VDC and

+24 VDC. If the voltage is not correct, replace the p ower sup ply. The

following illustration shows the test points.

If DC voltages are not being ou tpu t by the pr inter, proceed to the next step,

Inspecting the pow er sup ply fuses on page 6-5.

If the +5, +12 and -12 VDC voltages m easure correctly, but th e pr inter d oes not

opera te correctly, then proceed to th e top ic, Safety interlocks.

Figure 6-1 Measuring the DC voltages (test points)

9013-24

Power supply

CN 854Pin 6 - GND 5 - GND 4 - GND 3 - +5 V 2 - +5 V 1 - +5 V

CN 852Pin 5 - +24 V 4 - +24 V AB

3 - GND 2 - +5 V B 1 - GND

CN 855Pin 1 - GND 2 - +12 V NS 3 - 12 V NS 4 - NFSRCTL 5 - GND 6 - GND 7 - + 5 V A 8 - CFMPERR 9 - NOOPN1

10 - NESM


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Service Manual

6-5

Troubleshooting

6

Inspecting the power supply fuses

The 115 VAC power supply featu res a 10 A and 6.3 A fuse. The 220 VAC power

sup ply fuse u ses a 8 A fuse.

1.

Turn off the p rinter.

2.

Remove the p ower su pp ly as explained in the Ch apter 8 topic, Power

sup ply on page 8-11.

3.

As explained in the Chap ter 8 topic, Power sup ply fuse on

page 8-13, remove the pow er sup ply cover to access the fuse.

4.

Visually, and with a VOM, check to d etermine that th e fuse is in

working ord er.

If the fuse is good, but th e printer's power su pp ly does not outp ut DC voltages,

proceed to the next topic, Testing for a short ed m otor.

Safety interlocks

The printer featu res four safety interlock switches:

s

Front d oor/ right side door-opened sw itch.

s

Left door-opened switch.

s

Fuser installed switch (located un der the fuser cooling fan du ct

housing).

s

Optional Lower Tray Assembly door switch.

When an y of the switches are opened, the +24 VDC sup ply to the m otors is shut

dow n, as well as the high-voltage pow er sup ply.

1.

Turn off the p rinter.

2.

With a VOM, set to measu re resistance, test each switch wh en it is

opened an d closed.

3.

Inspect each switchs wiring h arness for p inches, nicks or open

connections.

If you find a switch that is defective, replace it.

If the sw itches w ork correctly and th e DC voltages are correct, then the problem

may be an opened or otherwise faulty motor. Proceed to the topic, Testing

motor resistances on page 6-7.
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6-6


6

Troubleshooting

If motor resistances are correct, replace the engine control board . Refer to the

Chap ter 8 topic, Engine control board on page 8-14.

Testing for a shorted motor

1.

Remove the cabinet top and rear access panel.

2.

Refer to Append ix C, Wiring Diagrams for a diagram that locates

each conn ector.

3.

Turn on the p rinter again to see if it overloads now that the m otors are

disconnected from the engine driver board.

If the pow er sup ply is fun ctional, proceed to the topic, Testing m otor

resistances on p age 6-7.

If the motors an d solenoids are functional, but the p ower su pp ly still does not

function, replace it. Refer to the Chap ter 8 topic, Power sup ply on page 8-11.

Figure 6-2 Door safety interlock switches

9013-25

Front door/right side doorinterlock switch

Left doorswitch

Fuser installed switch (underfan duct)

Optional lowertray assemblydoor switch
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Service Manual

6-7

Troubleshooting

6

Testing motor resistances

With a VOM set for measur ing resistance, test each motor's w indings for itscorrect resistance. Rotate the motor 's drive shaft slowly wh ile taking the

measurement.

Required tools

s

#1 Phillips screwdriver

s

VOM

Table 6-1 Motor and solenoid resistances

Motor or solenoid Connector Resistance (approximately)

Main motor CN313 25 ohms between pins 1 and 2, pins 1and 3, pins 2 and 3.350 ohms between pins 4 and 5, pins 6and 7, pins 8 and 9.

Paper feed motor CN306 5 ohms between pins 1 and 2.300 ohms between pins 3 and 5,

pins 3 and 6, pins 4 and 5, pins 4 and 6.350 ohms between pins 3 and 4, andbetween pins 5 and 6.

Toner cartridge drive motor CN305 1.5 ohms between pins 1 and 2.10 kohm between pins 3 and 5.

Toner cartridge selector cammotors

CN308 50 ohms between pin 22 (+24 V) and pins20 (cyan motor), 18 (magenta motor),16 (yellow motor) and 14 (black motor).

Transfer roller clutch CN606 80 ohms

Aligning roller clutch CN605 150 ohms

Cleaning (accumulator belt)blade solenoid

CN302 120 ohms


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6-8


6

Troubleshooting

Media jams and the paper path

Jams fall into the following four categories:

s

Media-based problems

s

Paper-picking errors

s

Printing jams

s

Paper-ejecting errors

Media-based problems

Media problems

1.

Check that the correct type of media is being used . The custom er

should be using a quality plain pap er. The printer may have trouble

picking slick-finish p aper.

2.

Inspect the p aper for bent, torn or folded corners.

3.

Ensure that the correct med ia is loaded in the p aper tray.

4.

Transparency film shou ld n ot be used in the lower tray of the Lower

Tray Assem bly.

Multiple-sheet pick

1.

Is the paper in good condition and app ropriate for a laser printer?

Quality office laser printer paper works best.

2.

Is the printer p rinting with in its environmental specifications? Refer

to the Ch apter 1 top ic, Specifications on page 1-14.

3.

Ensure the corners or the p aper are un der the tabs in the corners of the

tray.

4.

Clean the p ick rollers.

5.

Replace the paper t ray.

Required tools

s

#1 Phillips screwdriver

s VOM
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Service Manual 6-9

Troubleshooting 6

The printer is not distinguishing between paper and transparency film

1. Is the paper tray set for the desired med ia with the app ropriate traysensor actuators? Refer to the Chapter 1 topic, Media tray type

sensing on page 1-12.

2. Do the trays switch actuators properly press the tray sensors?Replace the tray sensor board.

3. Check the wiring har ness leading from the tray sensor board to theengine d river board (conn ector CN311) for nicks or damage.

4. Replace the paper feeder.

5. Replace the engine driver board.

The media skews passing through the paper path

1. Make sure that the m edia is prop erly installed in th e tray.

2. Does the pick-up roller pick up evenly? Is it clean?

3. Are the tray's side p aper gu ides snugly ad justed against the stack ofmed ia? The gu ides, wh ile not adjustable, shou ld be neither too loose

nor too tight.

4. Is the pap er tray damaged or obstructed?

5. Is there an obstacle blocking the paper p ath?

6. Is the med ia excessively cur led?

7. Is the customer u sing an app ropriate type of media a type the pr intercan hand le?

8. Ensure the corners or the p aper are u nd er the tabs in the corners of thetray.
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6-10 Phaser 550 Color Printer

6 Troubleshooting

Paper tray indicates empty when it is not

The procedu re for troubleshooting this prob lem app lies to the Lower Tray

Assembly as well.

1. Is the pap er empty flag hu ng in an up position not actuated by paperin the pap er tray? Open th e left door to observe the flag in action.

2. Does the pap er empty flag prop erly interrupt the pap er empty sensoron the pap er feeder board?

3. Does the paper feeder, when installed, properly connect to the printengine? Is the paper feeders wiring harn ess properly connected to

the engine driver board (CN309)? (For the Lower Tray Assembly,

check connector CN310). Inspect the wiring harness for defects.



No paper feeder installed

1. Check to see if the paper feeder is prop erly installed in the printer an dmak ing good electrical contact. Push it in all the way.

2. Ensure that the wiring harn ess leading from the pap er feeder to theengine dr iver board is prop erly installed in connector CN309. Check

the wiring harness for defects.


No imaging unit installed

1. Ensure that the imaging u nit is properly installed and locked in place.

2. Check the scorotron charger boss on the rear of the charger to ensu re itis not broken. When the imaging u nit is installed, the boss push es a

flag on the charger sensor board. Replace the charger or imaging u nit

if it is broken.

3. Check the HV terminal connectors for the imaging u nit to ensu re thatthey are not dam aged.


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Service Manual 6-11

Troubleshooting 6

Jams

Paper mis-picks at the paper tray

1. Is the paper in good condition and app ropriate for a laser printer?

2. Is the prin ter printing w ithin its environm ental specifications? Referto the Chap ter 1 topic, Specifications on page 1-14.

3. Is the pick-up roller d irty? If so, clean it and try p rinting again.

4. Does the p ick roller rotate?

s If the roller does not rotate, does the paper feed m otor run? Check the

motors wiring harness and connection (CN306) to the engine driver

board.

s Check the gear train for broken teeth an d proper installation.

s Replace the paper feed m otor.

s Replace the engine d river board.

5. If the p ick roller d oes rotate, is the p ick roller correctly installed (flatside of the cam-shap ed p ick rollers face dow n prior to picking a sheet

of paper)?

s Does the pick solenoid w ork prop erly? It mu st energize for the pick

roller to be engaged and rotate. If it doesnt, replace the paper feed

circuit board .

s Replace the paper feeder.

Paper jams midway in the paper feeder

1. Ensure that the p ick-up rollers are clean.

2. Check the left side door for bu rrs or foreign obstructions that couldblock the movemen t of a sheet of paper.

3. Clean the interm ediate rollers (pinch roller and drive roller).

4. Check the pinch interm ediate roller moun ted on th e inside of the left

door for even spring tension at each end of the roller. The springtension shou ld m easure about 65 grams.

5. Does the pick-up roller clutch work properly?

6. Try pr inting using a different pap er tray.

7. Transparency film. Do not use transp arency film in the lower tray ofthe Lower Tray Assem bly.


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6 Troubleshooting

Paper jams at the second bias transfer roller

1. Clean the intermediate rollers.

2. Is the transfer roller correctly installed?

3. Does the paper jam sensor flag prop erly interrupt the sensor? Checkthe wiring harn ess of the paper jam sensor leading to CN 603 of the

pap er feeder board.

4. Does the drive interm ediate roller rotate? If not, check the gear traindriving the gears for p roper installation an d for broken teeth.


6. Check the pinch intermed iate roller m ounted on th e inside of the leftdoor for even spring tension at each end of the roller. The spring

tension shou ld measure abou t 65 grams w hen the roller end is in the

mid dle of its travel in its slot.

7. Check the pap er aligning sensor s flag to see that it prop erlyinterrupts the aligning sensor. Check the w iring harn ess from the

sensors board to CN602 of the pap er feeder board .

8. Clean the aligning rollers.

9. Do the aligning rollers rotate du ring a paper p ick? Determine if thealigning roller clutch op erates correctly.

10. Check that the paper feeder wiring is properly installed and that the

wiring harnesses are not damaged .

11. Check the spring pressure at each end of the aligning rollers. Liftingeach end of the roller w ith a tension gauge shou ld reveal a

measu rement of about 1 kg (2.2 lbs).


13. Try pr inting using a different pap er tray.


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Service Manual 6-13

Troubleshooting 6

Fuser jams



3. Inspect the fuser s gear train lead ing to the paper feed motor. Does itrotate properly? Do any of the gears show broken teeth?

4. Does the fuser exit sensor flag properly actuate its sensor?

5. Inspect the wiring har ness leading from the cartridge sensor/ eject un itto CN308 of the engine driver board .

6. Inspect the fuser s oil tank for oil. If it is empty or very low, replacethe fuser.

7. Turn the fuser knob. If the knob is hard to tu rn, then the fuser is at the

end of its life and sh ould be replaced.

8. Observe if the exit rollers rotate during the pr int process. If they donot, reinstall the fuser to ensure its gear train (wh ich also dr ives the

exit roller) prop erly connects to the pap er feed motor.

9. Replace the fuser.


Eject jams


2. Is the prin ter printing w ithin its environm ental specifications? Referto the Chapter 1 topic Specifications on page 1-14.

3. Clean a ll the eject rollers.

4. Inspect the interior of the pr inter reverser of the toner cartridgeselector/ paper eject un it. Ensure that the metal fingers inside the

reverser are not bent or interfere with pap er movement.

5. Does the pap er exit sensor flag p roperly actuate its sensor?

6. Inspect the wiring har ness leading from the cartridge sensor/ eject un itto CN308 of the engine driver board .

7. Replace the cartridge selector/ eject un it.



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6 Troubleshooting

Manual feed jams


2. Is the printer p rinting with in its environmental specifications? Referto the Chapter 1 topic Specifications on page 1-14.

3. Is the manu al feed sensor flag prop erly interrup ting the manu al feedsensor?

4. Check the wiring h arness between the manu al feed sensor circuitboard and the pap er feeder board (connector CN602). Ensure that the

wiring harness is not dam aged.

5. Check the wiring h arness leading from the p aper feeder to the enginedriver board (conn ector CN309).

6. Replace the paper feeder circuit board .



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Service Manual 6-15

Troubleshooting 6

Other problems

These problems may be indicated as errors on the front panel.

The printer continuously displays Initializing

The most likely cause is that the image processor has not loaded its EEPROMcontents (instructions) into RAM successfully. This is usu ally ind icated by the

health ind icator (heart beat) being on or off but not flashing. All pr int engine

operation halts, and w ill only become ready wh en the image p rocessor has

successfully booted .

1. Re-pow ering the printer, or perform a NVRAM reset.

2. To verify if the image p rocessor has failed:

a. Power d own the printer, and remove the back of the printer togain access to the ribbon cable conn ecting th e image p rocessor

board to the print engine control board; disconnect the ribbon

cable at the control board .

b. Power-up the printer. Wait at least 5 minu tes while the prin tengine initializes. If there was a problem w ith the image

processor, it will now n ot affect the prin t engine control board .

c. Check if the p rint engine is OK by pressing the p rint engine testprint button, you should get the mud dy/ reddish print engine

copy. If not, then you r prob lem is most likely associated with th e

pr int engine control board , and you w ill need to replace it. If,

however, you get the mud dy/ redd ish print engine copy, then your

most likely cause is the image p rocessor.

Transfer roller waste tray indicates not full when it is

1. Ensure the p aper feeder is correctly installed an d p roper ly locked inplace.

1. Is the transfer roller waste bin correctly installed?

2. Does the waste bin correctly interrupt the transfer roller waste binsensor?

3. Inspect the wiring harn ess leading from the pap er feeder board to

CN309 of the engine driver board .

4. Replace the paper feeder board



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6 Troubleshooting

No toner cartridge installed when it is

1. Ensure that the toner cartridge is correctly installed.

2. Replace the toner cartr idge.

3. Replace the toner cartridge drive unit.

4. Replace the engine control board .

No fuser installed when it is

1. Ensure th at the fuser is correctly installed.

2. Check the wiring h arness leading to the fuser pow er connector.

3. Replace the fuser


Front door open when it is closed

1. Inspect that the front doors interlock for damage.

2. Inspect the cartrid ge selector/ eject un it interlock mechanism fordamage.

3. Inspect the front d oor cartridge selector/ eject un it interlockmechanism. Ensure that when the interlock is actuated by th e

cartridge selector/ eject un it being closed, the interlock switch,

mou nted on the toner cartridge d rive unit, closes (with an aud ible

click).

4. Replace the interlock switch.

5. Replace the power supply.


Left-side door open when it is not

The procedu re for troubleshooting this prob lem app lies to the Lower Tray

Assembly as well.

1. Is the left d oor op en sw itch, located in the low er-left back corner of thepr inter, prop erly in place?

2. Does closing the left door actuate th e left door open switch?

3. Is the left door prop erly in place? Replace the door if it does notoperate correctly.


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Service Manual 6-17

Troubleshooting 6

4. Is the left door open sw itchs wiring harnesses proper ly connected tothe engine d river board (CN312 24V interru pt)? In the case of the

Lower Tray Assembly, is the pr inter properly seated onto th e Lower

Tray Assembly w ith good electrical connection. Try reseating th e

pr inter. Check the lower feeder s wiring harness to the engine driver

board at connector CN310.

5. Replace the left door open switch.


High temperature error

1. Replace the pow er supp ly unit.


Low temperature error

1. Ensure the fuser is properly installed.

2. Check the fuser installed switch.


4. Replace the pow er supp ly unit.


High voltage error

1. Replace the high voltage board .

2. Inspect the high-voltage wiring.

3. Replace the imaging unit and check the printer for proper operation.

4. Sequen tially replace each toner cartridge and check the p rinter forprop er operation.

5. Ensure that excessive condu ctive grease has not migrated an d shorteda high-voltage contact to ground .


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6 Troubleshooting

Thermistor open error

1. Check the connector CN12 on the engine control board .

2. Ensure a 110 volt fuser has n ot been insta lled in a 220 volt printer; itwill dam age the power sup ply thermistor and require the power

sup ply be replaced.



Power supply fan does not run

1. Is 24 V outp ut at CN 853? If not, replace the pow er sup ply.

2. Replace the pow er sup ply fan.

Front Panel Cycling between READY and WARMING UP3. Make sure that the fuser, imaging unit, and toner cartridges are well

seated.

4. Invoke a test print from the Front Panel to try to get an error messageto be displayed that m ay be present but, is masked by the front pan el

cycling betw een READY and WARMING UP.

5. Check the d ip switches on th e engine drive board ; SW301 switch 4should be up , all the rest should be d own.

6. Make sure all connectors to the circuit board s are well seated and

mak e sure that the screws hold ing the board ss in place are tight.


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Service Manual 6-19

Troubleshooting 6

Error messagesGenerally, the top line of the two-line front panel disp lay indicates the prin ter s

status, such as Ready, Printing, Busy,or Stopped. The bottom line

ind icates the function of the three buttons located imm ediately below the LCD.

The front p anel also displays error codes wh en it encounters certain systemfailures. These error codes are discussed in the next topic. When an error code

first occurs, cycle power on the p rinter to see if the error reoccurs.

Print engine error codesThe following table list the engine failure codes that m ay be disp layed on th e

printer s front pan el du ring normal pr inter operation.

Table 6-2 Print engine service error codes

Error code Meaning of error code and what to do about it

1, 2, 3, 4 Black, Cyan, Magenta, Yellow (respectively) toner cartridgemovement error.

1. Push the indicated toner cartridge toward the imaging unit. Does itrequire more force to push that cartridge than the other tonercartridges?

2. Inspect the wiring harness leading from the toner cartridge selectorunit to CN308 of the engine drive board.

3. Check the cam motors for proper operation.4. Inspect the cam motor drive gears.5. Check the cam motor flags and sensors.6. Replace the toner cartridge selector unit.7. Replace the indicated toner cartridge.

05 Toner cartridge fan error.

1. Is +24 VDC being supplied to the fan from the engine driver boardsCN304 pins 1 and 2? If it is, replace the fan. If not, replace theengine driver board.

10 Laser scanner motor unlocked.

1. Inspect the wiring harnesses leading to the laser scanner.1. Replace the laser scanner.2. Replace the engine control board.3. Replace the power supply.

11 Laser down.

1. Replace the laser scanner.2. Replace the laser driver board.3. Replace the engine control board.

12 L-sync over.

1. Inspect the flexible printed circuit between CN502 of the laser driverboard and CN550 of the laser scanner unit.

2. Inspect the wiring harnesses leading from the laser driver board toCN3 and CN8 of the engine control board.

3. Replace the laser driver board.4. Replace the laser scanner.5. Replace the engine control board.


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6 Troubleshooting

13 L-sync under.

1. Replace the engine control board.2. Replace the laser scanner.

20 Charger error.

Scorotron charger

1. Ensure that the imaging unit is properly installed and locked in place.2. Ensure the scorotron charger is properly installed. Ensure the

charger is clean with no foreign matter in the area. Also ensure thewire and grid plate are in good condition.

3. Inspect the wiring leading from the high voltage board to the scorotoncharger.

4. Replace the scorotron charger if necessary.5. Replace the imaging unit.6. Replace the high-voltage board.

First bias transfer roller

1. Ensure that the imaging unit is properly installed and locked in place.2. Inspect the wiring leading from the high voltage board to the imaging

unit.3. Replace the imaging unit.4. Replace the high-voltage board.

Second bias transfer roller

1. Ensure that the paper feeder is properly installed and locked inplace.

2. Ensure the transfer roller is properly installed. Ensure the bias rollermakes good contact with its electrical contacts.

3. Inspect the wiring leading from the paper feeder to CN309 of theengine driver board.

4. Inspect the wiring leading from the high voltage board to the secondbias transfer roller.

5. Replace the high-voltage board.

Toner cartr idge bias

1. Ensure that each toner cartridge makes good electrical contact withits high voltage bias terminals.

2. Inspect the wiring leading from the high voltage board to the tonercartridge bias terminals.

3. Replace the toner cartridge if a single cartridge is exhibiting trouble.4. Replace the high-voltage board.5. Too much conductive grease on the high-voltage contacts of a toner

cartridge developer toller has migrated down and shorted to thechassis. Conductive grease should be used very sparingly.

21 Photoconductive belt out of sync with accumulator belt.

1. Ensure that the imaging unit is properly installed and lock in place.2. Inspect and clean the transparent plastic cover over the accumulator

belt position sensor.3. Inspect the wiring harness leading from the accumulator belt

position sensor to CN13 of the engine control board.4. Replace the imaging unit.5. Replace the accumulator belt position sensor.6. Replace the engine control board.

Table 6-2 Print engine service error codes (cont'd.)



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Service Manual 6-21

Troubleshooting 6

22 Positioning error of the photoconductive belt.

1. Ensure that the imaging unit is properly installed and locked in place.2. Ensure the tension lever of the imaging unit is set in the locking

position.3. Inspect the wiring harnesses leading in and out of the charger sensorboard.

4. Replace the imaging unit.5. Replace the engine control board.6. Replace the charger sensor board.

30 Accumulator belt out of position.

1. Is there toner on the accumulator belt cleaning blade holder? (Theholder is located on the imaging unit, along the bottom of the greenOPC belt.)

2. Ensure that the imaging unit is properly installed and locked in place.3. Inspect and clean the transparent plastic cover over the accumulator

belt position sensor. This sensor is located on the interior of the backwall of the chassis.

4. Inspect the wiring harnesses leading in and out of the charger sensorboard.5. Replace the imaging unit.6. Replace the engine control board.

32 Accumulator belt cleaning blade movement error.

1. Inspect the cleaning blade (Iocated on the imaging unit, along thebottom of the green OPC belt). Is it flipped up? If so, replace theimaging unit.

2. lnspect the wiring harness leading from the cleaning board to CN302of the engine driver board.

3. Replace the cleaning board.4. Replace the engine driver board.

33 Paper transfer roller movement error.

1. Inspect the first drive gear in the paper feeder. Are any of its teethbroke?

2. Ensure the second bias transfer roller is in its lower position.3. Check that the transfer roller sensor flag properly interrupts its

sensor.4. Does the transfer roller clutch operate correctly?5. Inspect the wiring harness leading from the paper feeder to CN309

of the engine control board.6. Replace the paper feeder.7. Replace the engine driver board.

40 Fuser low temperature low error.

1. Replace the fuser. The thermal fuse is blown or lamp is broken.2. Inspect the wiring harness leading from the fuser to CN12 of the

engine control board.

3. Replace the engine control board.4. Replace the power supply.

41 Fuser high temperature error.

1. Replace the fuser.2. Inspect the wiring harness leading from the fuser to CN12 of the

engine control board.3. Replace the engine control board.4. Replace the power supply.




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6 Troubleshooting

42 Fuser thermistor open.

1. Ensure the fuser is properly installed and firmly seated in place.2. Replace the fuser.

3. Inspect the wiring harness leading from the fuser to CN12 of theengine control board.4. Replace the engine control board.

43 Fuser temperature rising too slow error.

1. Remove and reinstall the fuser. Insert it smoothly and solidly, withforce, into place.

1. Ensure the fuser is the correct type for the printer a 220 volt fuserinstalled in a 110 volt printer produces an Error 43. Replace the fuser.

2. Inspect the wiring harness leading from the fuser to CN12 of theengine control board.

3. Replace the engine control board.4. Replace the power supply.

50 Power supply fan error.

Is +24 VDC being supplied to the fan from the engine power supplysCN853 pins 1 and 2? If it is, replace the fan. If not, replace the powersupply.

51 Ozone fan error.

1. Is +24 VDC being supplied to the fan from the engine control boardsCN14 pins 1 and 2? If it is, replace the fan. If not, replace the enginecontrol board.

61 Toner cartridge drive motor lost sync.

1. Are the toner cartridges properly installed and locked in position?2. Does each toner cartridges developer roller rotate when driven by

the motor? If not replace the toner cartridge.3. Does the toner cartridge motor rotate? Check the main motors

wiring harness to the engine driver board at CN305. If the wiring

checks out, replace the toner cartr idge motor.4. Replace the engine driver board.

62 Paper feed motor lost sync.

1. Rotate the fuser knob. If the torque required is too high, replace thefuser. Either it ran out of oil or the oil pump is not functioning.

2. Does the paper feed motor run and generate torque?3. Does the gear train of the paper feeder rotate properly?4. Does the gear train of the fuser rotate properly?5. Does the gear train of the paper eject rollers rotate properly?6. Inspect the wiring harness leading from the paper feed motor to

connector CN306 of the engine driver board.7. Replace the paper feed motor.8. Replace the engine driver board.?

63 Main motor lost sync.

1. Is the imaging unit properly installed and locked in position?2. Do the photoconductive and accumulator belts rotate when driven

by the main motor? If not replace the imaging unit.3. Does the main motor rotate? Check the main motors wiring harness

to the engine driver board at CN313. If the wiring checks out, replacethe main motor.





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Service Manual 6-23

Troubleshooting 6

70 Program ROM Check sum error.

1. Replace the engine control board.

71 Program SRAM Check sum error.


72 EEPROM read/write error.


80 VSYNC time-out.

1. Check connection between the image processor board and theengine control board

2. Replace the engine control board.3. Replace the image process board.

81 Power missing error.

1. Engine control board not powered. Check wiring harness CN5 to the

engine control board.82 Serial time-out error.

1. Check the connection between the image processor board and theengine control board.

2. Replace the image process board.3. Replace the engine control board.

83 Command error. The image processor sent bad data to the enginecontrol board

1. Reset the image processor NVRAM.2. Check the connection between the image processor board and the

engine control board.3. Replace the image process board.4. Replace the engine control board.

84 Parity error.

1. Reset the image processor NVRAM.2. Check the connection between the image processor board and the

engine control board.3. Replace the image process board.4. Replace the engine control board.




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6 Troubleshooting

Printing and print quality problems

Note Refer to Appendix B, Test Patterns for many examples of printdefects.

Blank print

1. Replace the laser unit.

2. Replace the imaging u nit

3. Determine if the cartrid ge selector is pu shing th e toner cartridges intocontact with the ph otocond uctive dru m.


5. Replace the cartridge sector/ eject unit.


All-black print

1. Entire print, including margins is b lack. Remove and reinstall theimaging u nit, it could be p oor contact to the scorotron charger.

2. Inspect the scorotron charge (main charger) for a broken corona w ire.

Replace the scorotron charger.

3. Replace the high-voltage board

4. Replace the laser scanner.

1. Margins are w hite, print is black. Replace the image processor board


Required tools

s #1 POSIDRIV

screwdriver s Conductive grease

s Volt-ohm-meter (VOM) s Ruler


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Service Manual 6-25

Troubleshooting 6

Missing primary color

1. Replace the toner cartrid ge of the m issing color.

2. Determine if the cartridge selector is push ing the toner cartridges intocontact with the ph otocond uctive dru m.

3. Check the wiring h arness lead ing from the cartrid ge selector/ ejectun it to CN308 of the engine control board.


5. Replace the cartridge sector/ eject unit.


Light print



3. Inspect the high voltage connector for poor contact to the second biastransfer roller.

4. Inspect the p ath th e laser beam travels for contamination.

5. Inspect the action of the cartrid ge selector to ensu re that it is push ingthe toner cartridges into full contact with the p hotocond uctive drum .

6. Replace the imaging u nit.

7. Replace the second bias transfer roller.



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6 Troubleshooting

Repeated spots or lines on print in-line with each other

1. Measure the spacing between the sp ots. The distance between therepeating spots indicates the source of the problem.

s Thin h orizontal lines, depending on p roblem, the d istance between

lines may ran ge from 1.5 mm betw een each line to 103 mm between

each line. The gear are chattering in pap er feeder. App ly a single

drop of molybdenum grease (brown grease) to each gear and let print

action work the grease into the gears. Avoid excess grease.

s 1.5 mm, thin hor izontal lines: Imaging un it gears poorly mesh ing.

Replace the imaging u nit.

s 26 mm : Toner cartridge at 1200 dpi. Replace the toner cartr idge.

s 34 mm : Toner cartridge at 600 dp i. Replace the toner cartridge.

s 63 mm : Second bias tran sfer roller. Replace the tran sfer roller.

s 100 mm : Imaging unit belt defect. Replace the imaging un it.

s 103 mm : Paper feeder drive gear broken tooth. Replace the pap er

feeder.

s 129 mm : Fuser roller defect. Rep lace the fuser.

Dark vertical line in print

1. Inspect the scorotron charger for toner or other contamination.

2. Inspect the ph otoconductive belt for dam age. Replace the imagingun it if necessary.

3. Replace the toner cartr idge if the dark str ipe is of one p rimary color.

4. Clean the laser window and the slot at the top of the imaging u nit forline or anything th at could block the laser beam.

5. Replace the imaging unit.


Missing primary color on one side of print1. Replace the toner cartridge above the toner cartridge wh ose color is

missing. The bottom latch of the upp er toner is preventing the

protective cover of the toner cartridge below from opening.


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Service Manual 6-27

Troubleshooting 6

White horizontal line or band in all the colors of a print

1. Replace the imaging u nit.

2. Replace the second bias transfer roller. Inspect it for loose rollercontacts. Grease the end of the roller shaft with condu ctive grease.

White vertical lines in the print

1. Inspect the path the laser beam travels for foreign m atter that couldblock the beam from striking the photoconductive belt.

2. If the line is colored, one toner cartridge may not be outputt ing tonercorrectly. Replace the missing colors toner cartridge.

3. Inspect the second b ias transfer roller for a scratch or contam ination.Replace the roller if necessary.

4. Are the fuser rollers scratched? Replace the fuser.

Dirty background

1. Inspect the scorotron charger for toner or other contamination.

2. If excess prin ting in backgrou nd is of one primary color, replace thatcolor s toner cartrid ge.

3. Replace the high-voltage board .

Mis-transfer, missing portions of toner

1. Inspect the h eat roller (top roller) of the fuser for scratches orcontamination.


Partial black dots

1. Inspect the toner cartridge roller for scratches. Replace the tonercartridge.

2. Inspect the photoconductive belt and accumulator belt for scratches.Replace the imaging u nit.

3. Inspect the fuser rollers for scratches or contamina tion. Replace thefuser.


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6 Troubleshooting

Dark, irregular steaks in all colors

Waste toner box full; replace the imaging un it.

Ghosting

Ghosting w ith some images is unavoidab le because of the color structure of the

images. If a color is used at on e part of the image area and the same color is used

again at a later area, it is very possible to get ghosting of the first image into the

second image area after one revolution of the toner cartrid ge developer roller.

This occurs because the charge th at is created from th e first use of the color was

not totally extingu ished, a small residual charge remains associated with the

color, resulting in a second u se of the color to be dark er in the same areas as the

first image resulting in the first image ghosting into the second image when th e

same color is used .

1. A new ton er cartridge exhibits less ghosting . Ghosting increase astoner cartridges age.

Unfused or partially fused printing


2. Is the printer p rinting with in its environmental specifications? Referto the Ch apter 1 top ic, Specifications on page 1-14.

3. Replace the fuser u nit.

Image is skewed on the paper


2. Is the printer p rinting with in its environmental specifications? Referto the Ch apter 1 top ic, Specifications on page 1-14.

3. Ensure that the pap er feeder is properly installed. Inspect its paperpick roller.

4. Clean the intermediate and aligning rollers.




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Service Manual 6-29

Troubleshooting 6

Stains on the back of the print

1. Clean the second bias transfer roller with a d ry, lint free cloth.

2. Clean the p aper p ath of the pap er feeder.

3. Replace the pap er feed unit.

4. Inspect the fuser rollers for contam ination. Replace the fuser.

No printing on edge of print

1. Check the bottom latch of the toner cartridge above the cartrid ge withthe m issing color opera tes correctly.

2. If a single p rimary color is missing, replace that color s toner cartr idge.

3. Ensure that each toner cartridge can be moved forward smoothly andevenly toward the imaging un it. Also inspect the two metal pad s on

the end of the toner cartridge that the toner cartridge selector camspush against.

4. Inspect the cartridge selector/ eject unit to ensu re that the cams are ingood cond ition. Replace the cartridge selector/ eject un it.

Image is not centered on the print when it should be

1. Is the paper in good condition and app ropriate for a laser printer.

2. Is the prin ter printing w ithin its environm ental specifications? Referto the Chapter 1 topic Specifications on page 1-14.

3. Ensure the p aper feeder is p roperly installed.

4. Clean the intermediate and aligning rollers.




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6 Troubleshooting

The print is wrinkled

1. Is the paper in good condition and app ropriate size, weight and gradefor a laser pr inter?

2. Is the printer p rinting with in its environmental specifications? Referto the Chapter 1 topic Specifications on page 1-14.

3. If possible, you should feed long-grain paper into the printer.Long-grained p aper's grain is p arallel to the p aper p ath (the d irection

the p aper travels wh ile it is fed th rough the pr inter).

4. If the pr int is exiting the p rinter w ith dog-ears (the corners foldeddow n, check the paper separators m etal tabs in the corners of pap er

tray. Bend the tabs slightly to correct the p roblem or rep lace the tray.


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Service Manual 6-31

Troubleshooting 6

Macintosh printing problems

Image never prints

The printer ind icates it is receiving data, but n othing comes ou t of pr inter or

goes back to Ready mod e without printing an image.

1. Make sure that th e correct Phaser 550 icon was selected in theChooser. Try p rinting th e job again.

2. In the Chooser, switch background printing off. Try p rinting the jobagain.

3. Make sure you are printing with th e correct PPD file. This is discussedin the Chapter 2 topic Driver and comm un ication set up on

page 2-21.

4. Download th e Error H and ler u tility and try printing the job again.

(Refer to the Chapter 3 topic Using the Error H and ler utility.) If anerror page is printed after p rinting the job again, call the Customer

Sup por t Hotline for fur ther assistance. Please have the error page in

hand.

5. If available, try pr inting to a black-and -white PostScript Level 2pr inter (such as an Ap ple LaserWriter). If the file does not p rint on th e

black-and -white PostScript printer, this may m ean that th e problem

may be app lication- or network-related.

6. Ensure that the pr int engine can p rint by pressing the rear panel TESTPRINT switch to p rint an internal test print.

Image prints in black-and-white

1. In the print d ialog box, make sure that th e Color/Grayscale option hasbeen selected.

2. Make sure th at the Phaser 550 icon was selected in the Chooser. Tryprinting the job again.

3. Check the version of your LaserWriter dr iver to ensure that it isversion 6.0.x or higher. Earlier versions of the d river do not su pp ort

color PostScript.

4. The app lication may requ ire special instructions to print, such as thosecontained in a.PPD file. Check in the Phaser 550 Drivers and Utilities

Printing Reference or the d iskreadme files.

Image is rotated 90 degrees

1. In the app lication's Page Setup, make sure th at the image is selected toprint in p ortrait or landscape orientation as you expect.
http://02.install.pdf/http://02.install.pdf/http://02.install.pdf/http://02.install.pdf/


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6 Troubleshooting

2. Make sure tha t the tray width sensor is working correctly.

Printer isnt in the Chooser

1. Ensure that the printer is turned on and the rear panel health light isflashing.

2. Check to see if the printer has not been renamed or p laced in anotherzone. You can p rint ou t a configuration page which lists this EtherTalk

information as well as other information abou t the printer. Refer to

the later top ic, Printer self-diagn ostics on p age 9-6.

PC DOS printing problems

Image never prints

The printers Receiving data message is displayed as if receiving da ta, but

nothing comes out of the p rinter or the p rinter goes back to Ready modewithout p rinting image.

1. Make sure that the compu ter is comm un icating with the p rinter.

2. With a text ed itor, create a batch file, with the n ame ECHO.BATwiththe following two lines:

echo %!

showpage

is th e ASCII End of Text character.

3. At the DOS promp t, type the following in low ercase letters:echo.bat >port:

(substitute LPT1:, LPT2: or COM1, etc., for port:.)

4. The printer respond s by sending a p age through the p rint cycle andejecting a blank p age. If this does no t hap pen , check the cable, or try a

d ifferent parallel cable. If using th e serial port, refer to the serial port

configuration.

5. Ensure that the p rint file ends w ith a CTRL-D character. CTRL-Dindicates the end -of-file wh ich the p rinter respon ds to by closing the

PC-to-printer commu nications and th en processing and printing the

file. Use a text ed itor to open and exam ine the file.

6. Check and add, if necessary, the following line to the AUTOEXEC.BATfile:

mode = LPT1,,,p

(If your p ort is not LPT1, substitute LPT2: or COM1: for the correct

port). The character p turns on p rinter retry indefinitely.
http://09.check.pdf/http://09.check.pdf/


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Service Manual 6-33

Troubleshooting 6

7. Ensure that the pr int engine can p rint by pressing the rear panel TESTPRINT button to p rint an internal test print.

8. Is the printer in PostScript m ode? Check this by pr inting theconfigur ation page. Refer to Phaser 550 Drivers and Utilities Printing

Reference for comp lete instructions on sending a utility file to the

printer to set the p ort to PostScript m ode.

9. Download EHANDLER.PS file located on the Tektronix Utilitiesd iskette. At the DOS prom pt, type the following DOS command :

COPY EHANDLER.PS LPT1:

(If your p ort is not LPT1, substitute LPT2: or COM1: for the correct

port).

10. The PC respond s with 1 FILE COPIED. The pr inter now h as aPostScript error hand ler p resent w hich rem ains resident un til power is

cycled on the p rinter. Resend the image file that w as not printing.

11. Any PostScript errors encountered by the p rinter are recorded on apr intou t. Call Tektronix Cu stomer Sup por t at 1-800-835-6100 for more

assistance (save the pr int with the error message).


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6 Troubleshooting

Windows printing problems

Image never prints

The printers Receiving data message is displayed as if receiving da ta, but

nothing comes out of p rinter or the p rinter goes back to Readymode without

printing an image.

1. Perform th e same troubleshooting ideas su ggested in the p revioustopic, PC DOS pr inting prob lems on page 6-32.

2. Und er the printer's set up options, set RETRY = 995.

Blue color on the screen is printing too purple

Many app lications d escribe color as percentages of a video d isplay screens

pr imary colors: red, green, and blue (RGB). When a p rinter tran slates these RGB

colors into its own p rimar ies of cyan, magenta, and yellow (CMY), blue is often

printed as purp le.

s To adjust blue from within Microsoft Windows: Within the Tektronix

PostScript Window s dr iver you hav e an op tion, Vivid Color, that

alters the blue colors that are ap pearing p urp le.

This TekColor Options w indow can also be accessed th rough the Control Panel;

select the Printers option from the Wind ows main menu .

s To Access th is option, select:

Control Panel

Printer Setup

OptionsPrinter Features

Media Selection

You are now at th e TekColor Options w indow

Select Vivid Color.

Windows message Problem writing device LPT1: Cancel or Retry

Option #1

1. At the DOS promp t, issue the DOS mod e comm and by typing:mode lpt1:,,p

2. Launch Window s by typing:WIN

3. Select the Control Panel from the main menu .

4. Select Printers, and clickConfigure.

5. Chan ge the por t selection from LPT1 to LPT1.OS2.


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Service Manual 6-35

Troubleshooting 6

The MODE command disables DOS timeouts. The LPT1.OS2 selection forces

Wind ows to print through DOS instead of d irectly to the p rinter.

The Option #1 solution d oes not allow customers to spool docum ents using the

Print Manager. To use the Print Manager as well as correcting time-out

prob lems, edit the following line in the win.ini file:

TransmissionRetryTimeout=45 to:TransmissionRetryTimeout=995

Option #2

In Window s 3.1:

1. Follow the prev ious instructions for issuing the MODE command inDOS.

2. Start Windows.

3. Select theControl Panel from the main menu .4. SelectPrinters.5. Select the approp riate printer and click on Connect.

6. Uncheck theFast Printing Direct to Port box.

Workstation printing problems

Image never prints

The printers Receiving data message is displayed as if receiving da ta, butnothing comes out of printer or the p rinter goes back to Ready mode without

printing image.

1. Ensure that the p rint file ends w ith a CTRL-D character. CTRL-Dindicates the end-of-file which the printer respon ds to by closing

host-to-printer comm un ications and then p rocessing and printing the

file. Use a text editor to open an d examine the file. From the Utilities

d iskette, use th e utility file add-ctrl-D to add a CTRL-D to the end of

the file. Then send th e file to the pr inter.


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