Lexmark C 950 Service Manual

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Steps before starting the 9yy service checks
Before starting the service checks in this section, you will need to retrieve certain information. This will aid your 
next level of support in diagnosing the problem before replacing the controller board.
Warning:Do not replace the controller board unless directed by your next level of support.
1.Collect the history information and firmware logs (Fwdebug and logs.tar.gz) from the SE menu.
2.Collect the settings from the menu settings page.
3.Collect information from the user.
Note:  Not all of the items can be retrieved from the printer you are working on.
A. Collecting the history information from the SE menu
Note:  Make sure your printer is connected to a network or to a print server.
1.From a Web browser, type http://printer_IP_address/se, and then press Enter.
Notes:
•printer_IP_address is the TCP/IP address of the printer
•se is required to access the printer diagnostic information
2.Click History Information, copy all information, and then save it as a text file.
3.E-mail the text file to your next level of support.
B. Collecting the firmware logs (Fwdebug and logs.tar.gz) from the SE menu
Notes:
•Make sure your printer is connected to a network or to a print server.
•Some printers are designed to restart automatically after a 9yy error. On these printers, you can retrieve 
the secondary crash code information using the SE menu.
•Fwedebugs can also be referred to as LBtrace. If FWEdebugs does not appear in the list, then look for 
LBtrace. Mulitple LBtrace logs can appear in the list of links referred to in step 2.
1.From a Web browser, type http://printer_IP_address/se, and then press Enter.
2.Click List Fwedebugs captured during reboots. This will provide you a list of the secondary crash codes 
retrieved from prior reboots.
Note:  If there are Fwedebugs listed, click Dump Fwedebug log0, Dump Fwedebug log1, and Dump 
Fwedebug log2. Clicking these links will dump the debug logs to the computer. Take note of the 
destination folder where the logs are saved.
3.E-mail the logs to your next level of support.
Note:  Some machine SE menus give you the option of clicking Logs Gzip Compressed. If this option is 
shown in the menu, then click it and retrieve the compressed log file. Take note of the destination folder 
where the log file is saved. 
						

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C. Collecting the settings from the menu settings page
Note:  The menu settings page is different for each printer. For more information see the User’s Guide. Your 
next level of support will tell you which page they want to see.
Copying the menu settings page from the Embedded Web Server (EWS)
Note:  Make sure your printer is connected to a network or to a print server.
1.From a Web browser, type http://printer_IP_address, and then press Enter.
2.Click Settings, and then select one of the settings page from the links shown on the page.
3.Copy all information, and then save it as a text file. 
4.E-mail the text file to your next level of support.
Printing the menu settings page
1.From the home screen, navigate to Reports > Menu Settings Page.
2.Print the menu settings page, and then use Scan to E-mail to send it to your next level of support.
D. Collecting information from the user
Ask the user for information about the following:
•Print job being run
•Operating system used
•Print driver used
•Other information on what was happening when the 9yy error occurred. 
						

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900.xx System software error
There are different types of 900.xx errors that can occur. There may be a communication problem (Bad cable, 
network connection, and so on) software issue, or a hardware problem with the controller board, or ISP (Internal 
solutions port). The communication and software aspects should be checked first. Determine if the problem is 
constant or intermittent. Use the troubleshooting procedure below to isolate the issue. Take any notes as 
instructed. You will need that information in the event you need to contact your next level of support.
Note:  Before troubleshooting, determine the operating system used when the error occured. If possible 
determine whether a PostScript or PCL file was sent to the device when the error occured. Ask the customer 
which Lexmark Solutions applications are installed on the device.
StepAction and questionsYesNo
1POR the device.
 Does the error reoccur?
Go to step 2.Problem resolved
2• Write down the exact 900.xx error code displayed.
• Turn the device off.
• Clear the print queues.
• Disconnect all communication cables, and remove 
all memory options.
• Remove all ISP and modem cards.
• Restart the device into Diagnostics mode.
 Does the 900.xx error reoccur during startup?
Go to step 3.Go to step 6.
3Check all the cables connected to the RIP board for 
proper connectivity.
 Are the cables properly connected?
Go to step 5.Go to step 4.
4Properly connect the cables to the RIP board. Restart 
the device into Diagnostic mode.
 Does the 900.xx error reoccur during startup?
Go to step 5.Go to step 6.
5Replace the RIP board, and restart the device. 
 Does this fix the problem?
Note: If an error, different from the original 900.xx, is 
displayed, consult the service check for that error.
Problem resolvedGo to step 31.
6Print the following:
•Error log
• Menu settings page
• Network settings page
 Does the 900.xx error reoccur while these pages 
were printing?
Go to step 31.Go to step 7. 
						

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7Re-attach the communications cable. Restart the 
printer to operating mode. Send the printer a print job. 
 Does the 900.xx error reoccur?
Note: Before performing this step, write down this 
information about the file being sent to the printer:
• Application used
• Operating system
• Driver type
• File type (PCL, PostScript, XPS, etc.)
Go to step 8.Go to step 10.
8Restart the printer to operating mode. Send a different 
print job to the device.
 Does the 900.xx error reoccur?
Go to step 9.Go to step 10.
9Upgrade the firmware. Contact your next level of 
support for the correct firmware level to use.
Restart the printer to operating mode. Send the printer 
a print job. 
 Does the 900.xx error reoccur?
Go to step 31.Go to step 10.
10Is the device a Multi-function printer?Go to step 11.Go to step 13.
11Run a copy job.
 Does the 900.xx error reoccur?
Go to step 31.Go to step 12.
12Run a scan to PC job.
 Does the 900.xx error reoccur?
Go to step 31.Go to step 13.
13Is there optional memory installed?Go to step 14.Go to step16.
14Reinstall the memory, and send a print job to the 
device.
 Does the 900.xx error reoccur?
Go to step 15.Go to step 16.
15Install a Lexmark recommended memory option. Send 
a print job to the device.
 Does the 900.xx error reoccur?
Go to step 31.Problem resolved
16Is there a modem installed on the device?Go to step 17.Go to step 21.
17Reinstall the modem. Restart the device.
 Does the 900.xx error reoccur?
Go to step 18.Go to step 20.
18Upgrade the firmware. Contact your next level of 
support for the correct firmware level to use. 
Restart the printer to operating mode. Send the printer 
a print job. 
 Does the 900.xx error reoccur?
Go to step 19.Problem 
resolved.
Step Action and questions Yes No 
						

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19Replace the modem. Restart the device. 
 Does the 900.xx error reoccur?
Go to step 31.Problem resolved
20Run a fax job. 
 Does the 900.xx error reoccur?
Go to step 31.Go to step 21.
21Are there any ISP (internal solutions port) options 
installed?Go to step 22.Problem resolved
22Reinstall the first ISP option. Restart the device. 
 Does the 900.xx error reoccur?
Go to step 24.Go to step 23.
23Run a job to test the option. 
 Does the 900.xx error reoccur?
Go to step 24.Go to step 26.
24Upgrade the firmware. Contact your next level of 
support for the correct firmware level to use. 
Restart the printer to operating mode. 
 Does the 900.xx error reoccur?
Go to step 25.Problem resolved
25Replace the faulty ISP option. Restart the device. 
 Does the 900.xx error reoccur?
Go to step 31.Go to step 26.
26Are there any more ISP options to install?Go to step 27.Problem 
resolved.
27Install the next ISP option. Restart the device. 
 Does the 900.xx error reoccur?
Go to step 29.Go to step 28.
28Run a job to test the option. 
 Does the 900.xx error reoccur?
Go to step 29.Go to step 26.
29Upgrade the firmware. Contact your next level of 
support for the correct firmware level to use. 
Restart the printer to operating mode. 
 Does the 900.xx error reoccur?
Go to step 30.Go to step 26.
30Replace the faulty ISP option. Restart the device. 
 Does the 900.xx error reoccur?
Go to step 31.Go to step 26.
Step Action and questions Yes No 
						

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901.xx System software error
31Contact your next level of support. You will need the following information for them:
• Exact 900.xx error digits and complete error message
• Printed menu settings page
• Printed network settings page
• Device error log
• A sample print file If the error appears to be isolated to a single file
• File/Application used If the error is related to specific print file
• Device Operating System
• Driver used (PCL/PS)
• Frequency of the occurrence of the error
StepAction and questionsYesNo
1POR the device.
 Does the error reoccur?
Go to step 2.Problem resolved
2• Write down the exact 901.xx error code displayed.
• Turn the device off.
• Clear the print queues.
• Disconnect all communication cables, and remove 
all memory options.
• Remove all ISP and modem cards.
• Restart the device into Diagnostics mode.
 Does the 901.xx error reoccur during startup?
Go to step 3.Go to step 6.
3Check all the cables connected to the RIP board for 
proper connectivity.
 Are the cables properly connected?
Go to step 5.Go to step 4.
4Properly connect the cables to the RIP board. Restart 
the device into Diagnostic mode.
 Does the 901.xx error reoccur during startup?
Go to step 5.Go to step 6.
5Replace the RIP board, and restart the device. 
 Does this fix the problem?
Note: If an error, different from the original 901.xx, is 
displayed, consult the service check for that error.
Problem resolvedGo to step 31.
6Print the following:
•Error log
• Menu settings page
• Network settings page
 Does the 901.xx error reoccur while these pages 
were printing?
Go to step 31.Go to step 7.
Step Action and questions Yes No 
						

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7Re-attach the communications cable. Restart the 
printer to operating mode. Send the printer a print job. 
 Does the 901.xx error reoccur?
Note: Before performing this step, write down this 
information about the file being sent to the printer:
• Application used
• Operating system
• Driver type
• File type (PCL, PostScript, XPS, etc.)
Go to step 8.Go to step 10.
8Restart the printer to operating mode. Send a different 
print job to the device.
 Does the 900.xx error reoccur?
Go to step 9.Go to step 10.
9Upgrade the firmware. Contact your next level of 
support for the correct firmware level to use.
Restart the printer to operating mode. Send the printer 
a print job. 
 Does the 900.xx error reoccur?
Go to step 31.Go to step 10.
10Is the device a Multi-function printer?Go to step 11.Go to step 13.
11Run a copy job.
 Does the 901.xx error reoccur?
Go to step 31.Go to step 12.
12Run a scan to PC job.
 Does the 901.xx error reoccur?
Go to step 31.Go to step 13.
13Is there optional memory installed?Go to step 14.Go to step16.
14Reinstall the memory, and send a print job to the 
device.
 Does the 901.xx error reoccur?
Go to step 15.Go to step 16.
15Install a Lexmark recommended memory option. Send 
a print job to the device.
 Does the 901.xx error reoccur?
Go to step 31.Problem resolved
16Is there a modem installed on the device?Go to step 17.Go to step 21.
17Reinstall the modem. Restart the device.
 Does the 901.xx error reoccur?
Go to step 18.Go to step 20.
18Upgrade the firmware. Contact your next level of 
support for the correct firmware level to use. 
Restart the printer to operating mode. Send the printer 
a print job. 
 Does the 900.xx error reoccur?
Go to step 19.Problem 
resolved.
Step Action and questions Yes No 
						

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19Replace the modem. Restart the device. 
 Does the 901.xx error reoccur?
Go to step 31.Problem resolved
20Run a fax job. 
 Does the 901.xx error reoccur?
Go to step 31.Go to step 21.
21Are there any ISP (internal solutions port) options 
installed?Go to step 22.Problem resolved
22Reinstall the first ISP option. Restart the device. 
 Does the 901.xx error reoccur?
Go to step 24.Go to step 23.
23Run a job to test the option. 
 Does the 901.xx error reoccur?
Go to step 24.Go to step 26.
24Upgrade the firmware. Contact your next level of 
support for the correct firmware level to use. 
Restart the printer to operating mode. 
 Does the 901.xx error reoccur?
Go to step 25.Problem resolved
25Replace the faulty ISP option. Restart the device. 
 Does the 901.xx error reoccur?
Go to step 31.Go to step 26.
26Are there any more ISP options to install?Go to step 27.Problem 
resolved.
27Install the next ISP option. Restart the device. 
 Does the 901.xx error reoccur?
Go to step 29.Go to step 28.
28Run a job to test the option. 
 Does the 901.xx error reoccur?
Go to step 29.Go to step 26.
29Upgrade the firmware. Contact your next level of 
support for the correct firmware level to use. 
Restart the printer to operating mode. 
 Does the 900.xx error reoccur?
Go to step 30.Go to step 26.
30Replace the faulty ISP option. Restart the device. 
 Does the 901.xx error reoccur?
Go to step 31.Go to step 26.
Step Action and questions Yes No 
						

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910.02–910.07 Data communication error
939.00 RIP card assembly communication failure 
31Contact your next level of support. You will need the following information for them:
• Exact 901.xx error digits and complete error message
• Printed menu settings page
• Printed network settings page
• Device error log
• A sample print file If the error appears to be isolated to a single file
• File/Application used If the error is related to specific print file
• Device Operating System
• Driver used (PCL/PS)
• Frequency of the occurrence of the error
StepAction and questionsYesNo
1Upgrade the firmware.
 Does the problem persist?
Go to step 2.Problem resolved
2POR the machine.
 Does the error continue?
Replace the upper printer engine 
PCBA.
Go to “Upper printer engine PCBA removal” on page 4-184.
Problem resolved
StepAction and questionsYesNo
1Perform a POR.
 Does the error occur when the 
power is turned off/on?
Go to step 2.Perform several print tests. 
If the problem remains, then go to 
step 2.
2Turn the printer off for 60 
seconds.
 Does the error occur when the 
power is turned off/on again?
Go to step 3.Problem solved.
3Check the RIP PCBA for 
connection.
 Is the above sensor connected 
properly?
Replace the RIP PCBA.
Go to “RIP PCBA removal” on page 4-147.
Go to step 4.
Replace the connection.
4Perform a print test. Go to “PRINT TESTS” on page 3-22.
 Does the error still occur?
Replace the lower engine PCBA.
Go to “Lower engine PCBA removal” on page 4-101.
Go to step 5.
Problem solved.
5Perform a print test. Go to “PRINT TESTS” on page 3-22.
 Does the error still occur?
Replace the upper printer engine 
PCBA.
Go to “Upper printer engine PCBA removal” on page 4-184.
Problem solved.
Step Action and questions Yes No 
						

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940.02 Clock signal communication error
940.03 Controller communication failure
940.04  IM logic failure
StepAction and questionsYesNo
1Check the upper printer engine 
PCBA connections.
 Are the above connections 
properly connected and not 
damaged?
Go to step 2.Connect the components 
properly and replace damaged 
connections.
2POR the machine.
 Does the error continue?
Replace the upper printer engine 
PCBA.
Go to “Upper printer engine PCBA removal” on page 4-184.
If the error remains, then go to 
step 3.
Problem resolved
3POR the machine.
 Does the error continue?
Replace the lower engine PCBA.
Go to “Lower engine PCBA removal” on page 4-109.
Problem resolved
StepAction and questionsYesNo
1Check the bridge controller PCBA 
connections.
 Are the above connections 
properly connected and not 
damaged?
Go to step 2.Connect the components 
properly and replace damaged 
connections.
2Replace the bridge PCBA. Go to “Bridge PCBA removal” on page 4-28.
 Does the error remain?
Go to step 3.Problem resolved
3POR the machine.
 Does the error continue?
Replace the upper printer engine 
PCBA.
Go to “Upper printer engine PCBA removal” on page 4-184.
Problem resolved
StepAction and questionsYesNo
1Install the correct firmware.
 Does the problem persist?
Go to step 2.Problem resolved
2POR the machine.
 Does the error continue?
Replace the upper printer engine 
PCBA.
Go to “Upper printer engine PCBA removal” on page 4-184.
Problem resolved