Xerox DocuColor 12 User Manual

							DOCUCOLOR 12 USER GUIDE12–11 PROBLEM SOLVING
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7 Paper jam inside Paper Tray 5
1Use the message that displays on the Touch 
Screen to locate the paper jam.
2If necessary, grasp the centre top handle and 
raise the top of Paper Tray 5 toward the copier/
printer to access the jam, as illustrated in Figure 
16 and Figure 17.
3Remove all of the visible jammed paper, including 
any partially fed sheets.
If you cannot grasp all of the jammed paper at the 
entrance of Paper Tray 5, open the Front Door 
and follow the procedure, “Paper jam behind the 
Front Door.”
After you have cleared all of the paper jams, grasp 
the centre top handle and lower the top of Paper 
Tray 5. Readjust the paper stack and the paper 
guide in Paper Tray 5.
KEY POINT:
•Move the edge guide so it lightly touches the 
paper stack. Adjust the edge guide each time 
you load paper into Paper Tray 5.
•If Paper Tray 5 is not fully extended, paper 
jams or misregistration may occur.
Figure 16: Grasping the top of Paper Tray 5
Figure 17: Lifting the top of Paper Tray 5
Centre top handle
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							PROBLEM SOLVING12–12 DOCUCOLOR 12 USER GUIDE
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Resolving hardware problems
WARNING: When clearing the paper path in the 
Fuser area (located in the Paper Path Module), 
remember that the surfaces are hot. To avoid 
injury, proceed with caution when clearing the 
path.
ProblemSuggested Solution
Dry Ink (Toner) Cartridge:
• Operator cannot reinsert a partially full dry 
ink (toner) cartridge after it has been 
removed.
• Operator mistakenly removed the wrong dry 
ink (toner) cartridge and wishes to reinsert 
it.Reinstall the dry ink (toner) cartridge using the 
following procedure:
NOTE: The following procedure may result in 
dry ink (toner) spillage on the floor. To protect 
the floor, put a disposable covering or drop 
cloth beneath and in front of the copier/printer.
• Reinstall the used and partially full dry ink 
(toner) cartridge by pushing in the cartridge 
until it is fully seated against the rear stop. 
Rotate the cartridge in the direction indi-
cated on the label located on the copier/
printer. For more information, refer to the 
System Administration Guide, Replacing 
the Dry Ink (Toner) Cartridge.
• Inform the Xerox service representative at 
the next service call about the above action 
since he or she may need to clean up the 
dry ink (toner) on internal copier/printer 
components.
Electrical power to the copier/printer appears 
to be off even though the Main Power Switch 
is on, and the power outlet to the copier/printer 
is operational.The copier/printer is equipped with an addi-
tional safety feature to provide protection in 
the event of an incorrectly wired electrical sup-
ply to the copier/printer. This device, a Ground 
Fault Protector (GFP), cuts off all power to the 
copier/printer if an electrical fault is detected. 
If there appears to be no power to the copier/
printer, determine if the switch on the GFP has 
been tripped. The GFP is located on the lower 
rear panel of the copier/printer. If the switch is 
in the off position (down), the GFP has been 
activated. Flip the switch up and determine if 
electrical power has been restored. If power is 
restored, continue to operate the copier/
printer normally. If the GFP reactivates, call 
your representative. Refer to section 1, “Get-
ting to know your DocuColor 12,” for additional 
information.
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							DOCUCOLOR 12 USER GUIDE12–13 PROBLEM SOLVING
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Resolving programming problems
ProblemSuggested Solution
The Control Panel Touch Screen does not 
respond to a touch command.Press Clear All on the Control panel.
Touch a selectable button on the Touch 
Screen with one finger. A slight pressure is 
required to cause the copier/printer to react.
If the problem persists, open the Front Door of 
the copier/printer. Close the Front Door and 
make a selection on the Touch Screen. If the 
Touch Screen does not respond to any touch 
commands, switch off the power. Wait 15 sec-
onds. Then switch on the power. Reprogram 
the copier/printer for the copy features that are 
desired.
You cannot program a job while a screen is 
open.Jobs cannot be programmed or copies made 
while some screens, such as administration 
screens, jam clearance screens, or consum-
able status information screens, are open.
Follow the directions on the information 
screen. Then program the desired job.
Copier/printer features are not selectable. Certain features cannot be selected because 
of the previous selections. Generally, features 
or buttons you can select appear selectable to 
indicate you can use them with the previous 
selections. Refer to chapter 2, “Getting to 
know your DocuColor 12,” for more informa-
tion about buttons.
You cannot complete the programming. The 
copier/printer times out too quickly and resets 
to the default settings.Attempt to complete all the programming more 
quickly. The time-out values have been 
exceeded during the programming. The val-
ues can be changed by the System Adminis-
trator. Refer to the 
System Administration 
Guide 
for information about adjusting the 
Machine Timeouts.
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							PROBLEM SOLVING12–14 DOCUCOLOR 12 USER GUIDE
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Resolving Processor problems
ProblemSuggested Solution
Transparencies Use transparencies with a painted or removable white stripe. Load them with 
stripe down, as the lead edge of the sheet in Paper Tray 5.
Load the transparencies by following the instructions in the section, “Paper and 
Paper Trays.”
Transparencies are too oily • Make 5 blank sheet copies with the Full Colour option on paper stock to 
purge excess oil from system. Reload the transparencies in Paper Tray 5 
and continue the copying job.
• Use the Transparency Separator option.
Refer to the
 Colour Materials Usage Guide and Recommended Materials for 
the DocuColor 12 
for more information about transparencies.
11 x 17 inch (A3) transpar-
encies jam when exiting 
the copier/printer to the 
Output TrayRemove each copy of 11 x 17 inch (A3) transparencies from the Output Tray 
before subsequent copies exit the copier/printer.
Transparencies stick 
together after copyingSelect the Transparency Separator feature to eliminate the problem.
Multiple sheets feed from 
the paper traysDo not fill the paper trays above the MAX fill line indicator. Trays 1, 2, 3, and 4 
hold approximately 550 sheets of 24-lb (90 gsm) paper.
Remove the paper from the tray and fan the sheets to separate the joined 
sheets.
Predrilled sheets may stick together at the holes. Remove the paper from the 
tray and fan the sheets to separate the joined sheets.
Multiple sheets feed from 
Paper Tray 5Paper and transparencies may stick together if environmental conditions are 
too dry and cause excessive static. Increase the humidity level in the copier/
printer room to minimize static.
Do not overload Paper Tray 5.
Gently fan transparencies to separate the sheets before you load them into 
Paper Tray 5. If multiple sheet feeding continues, feed the transparencies one 
at a time from Paper Tray 5.
Sheets will not feed from 
the Paper Tray 5Ensure that the height of the stack does not exceed the MAX fill line.
Check that the paper guide is not too tight. The paper guide should be adjusted 
to be just snug against the paper stack.
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							DOCUCOLOR 12 USER GUIDE12–15 PROBLEM SOLVING
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ProblemSuggested Solution
Paper jams when exiting 
the Paper TraysEnsure that the edge guides of the paper tray fit snugly against the paper stack.
Do not fill the paper trays above the MAX fill line indicator. Tray 1 holds approx-
imately 500 sheets of 20 lb. (80 gsm) paper. Trays 2, 3, and 4 hold approxi-
mately 550 sheets of 20 lb. (80 gsm) paper.
Close the tray slowly to avoid shifting the paper stack.
Output jams when exiting 
the copier/printer to the 
Output Catch TrayEnsure the paper matches the type defined for the Paper Tray.
When no Sorter/Mailbox is present, the Output Catch Tray can hold up to 250 
sheets of 20 lb (80 gsm) paper. Empty the catch tray when output approaches 
this limit to ensure continuous production.
Ensure the first sheet is not blocking the paper exit, particularly for 11 x 17 inch 
(A3) output.
Output jams when exiting 
the copier/printer to the 
Offset Catch TrayEnsure the paper matches the type defined for the Paper Tray.
The Sorter/Mailbox Offset Catch Tray has a capacity of 500 sheets of 20 lb (80 
gsm) paper. Remove the output when it approached this limit to ensure contin-
uous production.
Ensure the first sheet is not blocking the paper exit, particularly for 11 x 17 inch 
(A3) output.
11 x 17 inch (A3) output 
blocks exitEnsure the first sheet of 11 x 17 inch (A3) output exits completely.
Copies originating from 
Paper Tray 5 are skewed. 
Jams may be occurring.The paper guide on Paper Tray 5 may not be set correctly or may be too tight 
against the paper stack. Ensure that the paper guide snugly touches the paper 
stack.
Copier/printer does not 
make copies when Auto 
Paper is selected.For the Auto Paper selection to function correctly, the size of the original docu-
ment must be the same size as the paper supply that is loaded in at least one 
of the trays. If not, select the paper tray size that best meets your needs. Or, if 
you wish to continue to use the Auto Paper feature, load one of the trays with 
the same size paper as the original document.
Loss of information or 
image deletions on copies 
made on paper that has 
been folded or creased.If you must use folded or creased paper, use a lightweight copy paper, 20 lb (80 
gsm). Also, avoid imaging the copy paper in the area of the fold or the crease.
Handle the copy paper carefully. Slight folds or creases may result in output 
deletions.
Fresh copies used as origi-
nal documents cause jams 
in the Duplex Automatic 
Document Feeder.This problem is caused by the oil used in the fusing process. The problem can 
be reduced or eliminated by allowing output to sit for awhile so oil can evapo-
rate before using them as original documents.
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							PROBLEM SOLVING12–16 DOCUCOLOR 12 USER GUIDE
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Excessive paper curl Paper curl may be a result of:
• The mass of dry ink (toner) coverage on the copy - the greater the toner 
mass, the greater the paper curl.
• The paper weight.
• The humidity conditions at the copier/printer.
You can sometimes minimize curl problems by flipping the paper over in the 
tray and making the copies again. If excessive curl is still present, use a 
heavier paper.
Ensure the paper matches the type defined for the Paper Tray.
Attempt to minimize the amount of dry ink (toner) on the copy paper by select-
ing the Photo feature as the Document Type and/or the lighter and/or less con-
trast image quality options.
Select the Full Colour option instead of 3 Pass Colour to minimize the amount 
of dry ink (toner) on the copy paper.
When no Sorter/Mailbox is present, the Output Catch Tray can hold up to 250 
sheets of 20 lb (80 gsm) paper. Empty the catch tray when output approaches 
this limit to ensure continuous production.
The Sorter/Mailbox Offset Catch Tray has a capacity of 500 sheets of 20 lb (80 
gsm) paper. Remove the output when it approached this limit to ensure contin-
uous production.
Allow output to sit for awhile so any excess oil can evaporate before using them 
as original documents.
Copying high density background areas or documents with alternating high and 
low density areas results in more curl. Attempt to reduce the amount of curl by 
adjusting the copy quality controls to reduce the amount of dry ink (toner) on 
the copies.
Place the copier/printer and paper in a room with air conditioning and low 
humidity to minimize the moisture in the environment.
Attempt to copy on thicker paper or on paper stock that is less sensitive to 
moisture.
ProblemSuggested Solution
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							DOCUCOLOR 12 USER GUIDE12–17 PROBLEM SOLVING
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Resolving output quality problems using the 
Basic Copying, Added Features, or Image Quality Tabs
ProblemSuggested Solution
Moiré patterns on the copies This problem sometimes occurs when original 
documents have halftone images. Perform the 
following suggested solutions in the following 
order:
• Select Halftone as the Original Type.
• Rotate the original on the Document Glass 
by 180 degrees.
• Reduce or enlarge the output by 5%.
• Use the Sharpness feature to select Softer 
options until the moiré patterns are not
visible.
• Ensure that the selected Original Type is 
Graphics & Map.
The entire document is not being copied Enter the Original Size.
Reduce the image.
Ensure that the document placement matches 
the Original Orientation setting.
Scattered, very light show-through images 
occur when copying a document that is on thin 
paper.Select the Background Suppression option in 
the Preset Colour Balance feature in the 
Image Quality tab.
To eliminate the unwanted show-through 
images, place the thin (translucent) document 
on the Document Glass. Cover the document 
with a black (or very dark) sheet of paper that 
is the same size as the document you are 
copying.
Place the 2-sided original document on the 
Document Glass with a blank sheet of paper 
on top of it.
Adjust the Lighten/Darken control to Lighten.
Select the Photo & Text or Text document type 
and the Auto Contrast Lighten/Darken feature 
or Background Suppression in the Preset 
Colour Balance feature of the Image Quality 
tab.
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							PROBLEM SOLVING12–18 DOCUCOLOR 12 USER GUIDE
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A black border appears at the edge of the 
copy when a reduction option is selected.Select the Auto Shift option in the Margin Shift 
feature or the Edge Erase feature of the 
Added Features tab.
A black border appears on the copy of a small 
document.Select the Auto Shift option in the Margin Shift 
feature or the Edge Erase feature of the 
Added Features tab.
Or:
Program the Original Size in the Added Fea-
tures tab for the dark bordered document that 
you wish to copy.
Deletions on the copy edges. Edge deletion on all sides of the copy is nor-
mal, and is greatest on the lead edge of the 
copy. Set the Edge Erase feature, Variable 
Erase option, to 4 mm to minimize the dele-
tion. Select the size for the original document 
in the Added Features tab and an appropriate 
setting from the Reduce/Enlarge option from 
the Basic Copying tab. Refer to the section, 
“Added Features,” for edge erase specifica-
tions.
Moisture may be present in the paper. Load a 
fresh supply of paper into the trays.
Some deletions may be caused by small 
pieces of paper remaining in the copier/printer 
components after a paper jam has been 
cleared. When clearing a paper jam, be sure 
to look for and remove any paper fragments.
Copies made from photographs show colour 
or background on output edgesMost emulsions used to develop photographs 
have colour. Sometimes this colour is shows 
on the border of the photograph. To prevent 
the colour from being copied as part of the 
image or as background, use the Edge Erase 
feature on the Added Features tab to deliber-
ately erase the unwanted colour or back-
ground from the edge.
The copies made using the 100% Reduce/
Enlarge feature do not include the entire 
image along the edge of the document.Select the Original Size feature and program 
the exact size of the dark bordered document 
that you wish to copy.
Output is too light. Use the Lighten/Darken feature to select a 
darker level. Select the Text or Graphics & 
Maps option in the Original Type feature.
Output is too dark. Use the Lighten/Darken feature to select a 
lighter level. Select the Photo option in the 
Original Type feature.
Output has too much contrast. Select less colour (toward Pastel) Saturation 
in the Image Quality tab.
ProblemSuggested Solution
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							DOCUCOLOR 12 USER GUIDE12–19 PROBLEM SOLVING
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Output has low contrast. Select more colour (toward Vivid) Saturation 
in the Image Quality tab. Select the Graphics 
& Maps option in the Original Type feature.
Background on the copies. Examine the input document for the source of 
the problem.
Ensure that the document is held flat on the 
Document Glass and that the document cover 
is closed.
From the Image Quality tab, adjust the 
Lighten/Darken control to Lighten.
When making Black copies, select Black as 
the Output Colour. Reduce the Colour Bal-
ance - Low Density values so the background 
does not appear on the copies.
When copying colours, set the Output Colour 
to Auto Colour and set the Preset Colour Bal-
ance Background Suppression option so that 
the background does not appear on the cop-
ies.
Determine the type of document you are copy-
ing. From the Original Type feature, indicate 
whether the original is Photo & Text, Text, 
Photo, or Graphics & Maps for best copy qual-
ity.
NOTE: You can select the Photo option for 
documents other than photographs if the doc-
ument contains areas of different density, from 
light to dark, and all levels of density need to 
be copied.
The copies are blurred when copying thick 
documents, three-dimensional objects, or 
bound documents.Increase the Sharpness.
Select the Text or Graphics & Maps option in 
the Original Type feature.
Ensure that the document is held flat on the 
Document Glass and that the document cover 
is closed as much as possible. DO NOT force 
the cover closed.
ProblemSuggested Solution
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							PROBLEM SOLVING12–20 DOCUCOLOR 12 USER GUIDE
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The image quality gradually degrades on suc-
cessive copies, or copies made with settings 
used previously are significantly worse than 
copies you are making now.The internal process control function of the 
copier/printer has degraded.
Place a white sheet of paper on the Document 
Glass and run 35 blank copies using Full 
Colour in the Output Colour feature. Make a 
copy of the document again. The copy quality 
output should be improved. If not, ensure that 
the image quality selections, which may have 
been misadjusted previously to remedy the 
initial problem, are set to the appropriate lev-
els. 
Adjust the Auto Screening Adjustment feature 
in the Tools Mode. Contact your System 
Administrator or refer to the 
System Adminis-
tration Guide
. 
Copies have dark bands on the lead edge and 
a corner when 100% Reduce/Enlarge is 
selected.The bands may be caused by curled edges on 
the document or by misregistration of the doc-
ument on the Document Glass.
Ensure that the document is registered cor-
rectly.
Ensure that the Edge Erase is at No Erase (2 
mm). Increasing the amount of Edge Erase 
should remove more of the dark bands. 
Increasing the amount of Edge Erase, how-
ever, may eventually cause image loss.
Copies have dark bands on the lead edge and 
a corner when 100% Reduce/Enlarge is 
selected and the DADF is used.The bands may be caused by curled edges on 
the document or by misregistration of the doc-
ument by the Duplex Automatic Document 
Feeder (DADF). Ensure that the Edge Erase 
is at No Erase (2 mm). Increasing the amount 
of Edge Erase should remove more of the 
dark bands. Increasing the amount of Edge 
Erase, however, may eventually cause image 
loss.
Corner Shift appears in the wrong area on the 
copy.If the document is positioned on the Docu-
ment Glass in the short edge feed direction, 
and the paper used for copying is in the long 
edge feed direction, the copy will appear to be 
positioning the Corner Shift selection in the 
wrong corner. Corner shift selections are ref-
erenced from the Document Glass location. 
Refer to the section, “Added Features,” Mar-
gin Shift feature, for illustrated examples.
NOTE: Corner Shift is also intended only for 
documents that are smaller than the copy 
paper selected.
ProblemSuggested Solution
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