Lexmark X 204 Service Manual

							Diagnostic information2-45
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Fax service checks
Diagnosing fax problems
Note:  Some fax-quality issues might be scanner-related. See “Scan quality service checks” on page 2-43.
Fax transmission service check
Note:  Before performing this service check, verify that the correct country code for the MFP is selected. This 
setting must match the country in which the MFP is used to transmit and receive faxes. If the setting is wrong, 
the modem setting’s can be changed in the Fax/SE menu. See step 14. These setting’s should only be changed 
with guidance from your second-level support.Problem Solution
No dial tone See “Modem service check” on page 2-29.
Ring tone volume for incoming faxes too low Replace controller card.
Document does not feed in the ADF. See “ADF service check” on page 2-23.
Lines on documents sent out. Check the flatbed glass for marks or scratches.
Some words on an incoming fax are stretched. Fax machine sending the fax had a temporary jam.
Step Questions / actions Yes No
1 Is the phone line properly connected to the 
modem card and the wall jack?Go to step 3. Go to step 2.
2 Properly connect the phone line to the 
modem card and wall jack.
Did this fix the problem?Problem resolved Go to step 3.
3 Test the phone line’s ability to send and 
receive calls.
Did the phone line work properly?Go to step 5. Go to step 4.
4 Use the MFP on a properly functioning 
phone jack.
Did this fix the problem?Problem resolved. Go to step 5.
5 Is the phone line being used by the MFP an 
analog line?Go to step 8. Go to step 6.
6 Is the line being used a VOIP line? Go to step 7. Go to step 8.
7 Have the system administrator verify that 
the VOIP server is configured to receive 
faxes.
Is the server properly configured?Go to step 8. Stop here. The issue is 
VOIP related. The VOIP 
provider needs to change 
the server configuration.
8 Is the MFP on a PABX? Go to step 9. Go to step 10.
9 Enable Behind a PABX under fax setting’s 
in the Administration menu.
Did this fix the issue?Problem fixed. Disable Behind a PABX, 
and go to step10. 
						

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10 Is a dial prefix needed to get an outside 
line?Go to step 11. Go to step 12.
11 Try sending a fax using a dial prefix.
Did the fax transmit?Problem fixed. Go to step 12.
12 Is the fax failing to send to one specific 
destination?Go to step 13. Go to step 14.
13 Check the device that cannot receive a fax. 
Can it send a fax?Go  to  step  14. Stop here. The issue is with 
the other device.
14 Press **411 to enter the Fax/SE Menu. 
Select “Print Logs”.
Print the T30 transmission log. Check the 
error being reported with the fax error code 
table. See “Fax error codes” on 
page 2-14. Perform the suggested 
resolution for the error.
Did this fix the problem?Problem resolved. Go to step 15.
15 Adjust the “Transmit Level” setting in the SE 
menu. Press **411 to enter the SE menu, 
enter Modem setting’s, and select “Transmit 
Level”.
Test by adjusting the transmitted signal 
strength by decreasing/increasing the 
‘Transmit Level’ setting in steps of 1db. For 
example, if default value is -11 db, changing 
it to -12db will decrease the signal strength 
by 1db, and changing it to -10db will 
increase the signal strength by 1db. 
Recommended adjustment range is ±5 db 
(in 1db steps) from the default value.
Did this fix the problem? Stop. Problem resolved. Contact your second-level 
of support. See 
“Escalating a fax issue to 
second-level support” on 
page 2-49. Step Questions / actions Yes No 
						

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Fax Reception service check
Step Questions / actions Yes No
1 Is the phone line properly connected to the 
modem card and the wall jack?Go to step 3. Go to step 2.
2 Properly connect the phone line to the 
modem card and wall jack.
Did this fix the problem?Problem resolved. Go to step 3.
3 Check for a dial tone. 
Is there a dial tone?Go to step 4. Go to step 6.
4 Use a telephone to test the phone line’s 
ability to send and receive calls.
Did the phone line work properly?Go to 7. Go to step 5.
5 Use a telephone handset to verify the phone 
line is free of static or external noise. 
Is the phone line noise-free?Go to step 7. Go to step 6.
6 Use the MFP on a properly functioning 
phone jack.
Did this fix the problem?Problem resolved. Go to step 7.
7 In 
						

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17 Go to the Administrator menu. Enter the Fax 
setting’s - Analog Fax setting’s submenu.
Verify the remote device number is not in 
the Banned Fax List user setting.
Is the remote device number in the banned 
fax list?Go to step 18. Go to step 19.
18 Remove the remote number from the 
banned fax list.
Did this fix the problem?Problem resolved. Go to step 19.
19 Adjust the “Receive Threshold” setting in the 
SE menu. press **411 to enter the SE 
menu, enter Modem setting’s, and select 
“Receive Threshold”.
Test by adjusting the received signal level 
by decreasing/increasing the”Receive 
Threshold” setting in steps of 2db. For 
example, if default value is -43 db, changing 
it to -45db will decrease the received signal 
level by 2db, and changing it to -41db will 
increase the received signal level by 2db. 
Recommended adjustment range is 
between -33db and -48db (in 2db steps).
Did this fix the problem?Problem resolved Go to step 20.
20 Press **411 to enter the SE Menu. Select 
“Print Logs”.
Print the T30 transmission/ job log. Check 
the error code being reported. See “Fax 
error codes” on page 2-14. Perform the 
suggested resolution for the error.
Did this fix the problem?Problem resolved. Contact your second-level 
of support. See 
“Escalating a fax issue to 
second-level support” on 
page 2-49. Step Questions / actions Yes No 
						

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Escalating a fax issue to second-level support
Before contacting the second-level support, go to the SE menu on the MFP.and generate a Fax error file. This 
file contains machine setting’s information and debug information that will help second-level support determine 
the cause of a failure.
To generate the fax error file, perform the following steps:
1.In a Web browser, type http://MFP ip address/se. 
2.The MFP’s SE menu page will display. Click the “Dump Job History” link. The following displays:
3.Write down the type of connection, the type of error, and the job in which the error occurred.
4.In the Web browser address bar, type http://MFP ipaddress/se. 
5.Click Report a Fax Problem (A). The fax check list displays.
6.Fill in the requested information. This is where you will type in the information you retrieved in step 3. 
Second-level support can assist you if you have questions about the information requested on the page.
Note:  The fields requesting the code levels, model number, type of problem are auto-filled. If the information is 
not in the fields, it can be retrieved from the SE menu. The SE menu can be accessed by pressing **411 on the 
keypad or typing http://MFP ipaddress/se in a Web browser.
7.After all the requested information is entered into the Fax Checklist Web page, press the Submit button on 
the bottom of the page. A dialogue asking you to save the file will appear.
Note:  The file generated by the MFP is not automatically transmitted to second-level support. It is placed 
on the computer desktop.
8.Enter a name for the file, and indicate where you want to save the file.
9.press OK. The file appears on the desktop.
10.E-mail the file to second-level support. 
						

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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.
900.xx System software error service check
Notes:
Before troubleshooting:
•Perform the “Steps before starting the 9yy service checks” on page 2-50.
•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.
Step Action and questions Yes No
1POR the device. 
Does the error reoccur?Go to step 2. Problem 
resolved.
2• Write down the exact 900.xx error code displayed 
on the device. 
• 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 diagnostic 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. 
						

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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 
resolved.Go 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.
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. Step Action and questions Yes No 
						

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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.
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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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 error appears to be isolated to a single file
• File/Application used if error is related to specific print file
• Device Operating System
• Driver used (PCL/PS)
• Frequency of the occurrence of the error Step Action and questions Yes No