Xerox Phaser 3155 User Manual

							Phaser 3140/3155/3160 Printer Service Manual4-15
General Troubleshooting
USB Port Testing
In situations where USB communications fail, test the printer’s USB Port directly 
using a USB cable and a second, known good, USB Port. A successful test using this 
procedure eliminates the printer’s USB Port as the root cause.
• Check that the driver software is properly installed on the host.
• Make sure the USB cable is connected at both ends and is serviceable.
Note
The testing procedure was developed for Windows XP. If a different operating 
system is in use, adapt the steps as necessary.
USB Port Verification
1. Check that the printer is Ready
2. Insert the driver software into the computer.
3. If the installer auto runs, exit the installer window.
4. Connect a USB cable between the printer and computer’s USB Ports. The 
computer automatically detects the new hardware and creates a driver.
Note
If the driver is not installed on the computer, locate the driver files on the 
CD-ROM. Once the files are located, the computer installs the driver and 
automatically configures it to match the printer’s feature set.
5. Open the Printers and Faxes window on the computer by clicking Start,  Settings, and then Printers and Faxes.
6. Locate the correct entry for the printer being tested and display its properties  from the File menu pull-down.
7. Open the General tab and click the Print Test Page button to generate the test  print. If the test page prints, the USB port is functioning normally.
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							4-16Phaser 3140/3155/3160 Printer Service Manual
General Troubleshooting
Network Configuration Errors
Note
This section on network errors applies to the 3160N model only.
Send Error
Failed to access, authenticate, or connect to the SMTP/SMB/FTP server.
Initial Actions
• Check network and data configuration settings.
• Cycle printer power.
• If the problem persists, follow the procedure below.
Troubleshooting Reference Table
Applicable Parts Wiring and Plug/Jack Map References
■Controller Board, PL1.0.2■Map 3 - Controller Board (3160B/
3160N)
Troubleshooting Procedure Table  Step Actions and Questions Yes No 1 Check the network connection to the 
printer using the ping command.
Does the printer respond? Go to step 4. Go to step 2.
2 Check the LAN connections.
Is the connection secure? Go to step 3. Reseat the LAN 
connector.
3 Print a Configuration Report 
(page 4-2).
Are the Network Information 
settings correct? Go to step 4. Correct printer 
settings.
4 Check server configuration.
Is the server configured to accept 
incoming data? Go to step 5. Correct server 
settings.
5 Cycle printer power.
Does the error persist? Replace the 
Controller 
Board 
(page 8-51).Complete.
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							Phaser 3140/3155/3160 Printer Service Manual4-17
General Troubleshooting
Operating System and Application Problems
Common Windows Problems
The following messages may appear under various conditions.
The Printer is Not Responding to the Print Command
The printer is On, but not operating in print mode.
1. Print the Printing Demo page (page 4-2). If the page prints correctly the  problem is not in the printer.
2. Check that the computer and the printer are properly connected. a. Reconnect the cable(s) if not properly connected.
b. Replace the cable(s) if damaged.
3. Check that the printer driver is set up correctly, the correct port is selected, and  the printer port settings are correct.
4. If the printer driver is properly set up, try printing a test page from the driver  properties.
5. If the problem is within a single appl ication, adjust the printing properties 
within that program.
If changing the properties in the appl ication print dialog box does not solve 
the problem, uninstall and reinstall the printer driver.
Note
Check the Xerox web site for a newer version of the print driver before 
reinstalling.
ConditionSolutions
■General Protection 
Fa u l t
■Exception OE
■Spool32
■Illegal Operation Close all other applications, reboot Windows, and try 
printing again.
■Fail to print
■A printer time-out error 
occurred Wait until the printer finishes the print job. If the 
message appears in Standby mode or after printing 
has been completed, check the cable connection 
and/or whether an error has occurred.
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							4-18Phaser 3140/3155/3160 Printer Service Manual
General Troubleshooting
SPOOL Error
Simultaneous Peripheral Operations Online (SPOOL) is the process Windows uses 
to manage print jobs. Jobs are processed and then stored on the hard disk until the 
printer is ready to accept them.
1. Insufficient disk space on the hard disk in the directory assigned for the basic  spool. Delete any unnecessary files to provide more disk space for spool 
storage.
2. If previous printing errors were not solved. There may be files from previous  failed print jobs on the hard disk with the name in the form “*.jnl”. Delete these 
files and reboot Windows to restart the printer.
3. There may be a conflict with other drivers or programs. Shut down all other  programs except the current one, if possible.
4. When an application program or the printer driver is damaged. After  rebooting the computer, check for viru ses, restore the damaged files and 
reinstall the application program which is not working properly.
5. Computer memory is insufficient to support printing. Add more memory to  the PC.
How to Delete the Data  in the SPOOL Manager
In the SPOOL Manager, the installed drivers and the list of documents waiting to 
be printed are shown. Select the document  to be deleted and click Delete in the 
menu.
If the job you are deleting is the current job, any data that has already been 
transferred to the printer’s memory will still be printed. If there is a problem with 
the printer (out of toner, out of paper, etc.), the job may take a long time to delete 
as it must wait for a time out.
Common Macintosh Problems
The following messages may appear under various conditions.
ConditionPossible CauseSolutions
The printer does not print a 
PDF file correctly. Some 
parts of graphics, text, or 
illustrations are missing. Incompatibility 
between the PDF file 
and Acrobat products.
Printing the PDF file as an 
image may solve this 
problem:
From the Acrobat 
printing options, turn On 
Print As Image.
NOTE  It takes longer to print 
when using a PDF file as 
an image.
The document has printed, 
but the print job has not 
disappeared from the 
spooler in Mac OS 10.3.2. Update your Mac OS to 
OS 10.3.3 or higher.
Some letters do not display 
normally during cover sheet 
printing. Mac OS cannot find 
the font during cover 
page printing.Only alphanumeric 
characters are allowed on 
the cover page. 
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							Phaser 3140/3155/3160 Printer Service Manual4-19
General Troubleshooting
Common Linux Problems
The following messages may appear under various conditions.
ConditionSolutions
The printer does not 
print.
■Check if the printer driver is installed on the 
computer.
■Open Unified Driver Configurator and switch to the 
Printers tab in the Printers Configuration window to 
check the list of available printers.
■Make sure that the printer is displayed on the list. If 
not, add the printer.
■Check if the printer is started. Open the Printers 
Configuration window and select your printer from 
the printers list. Check the description in the 
Selected printer pane. If the printer status contains 
the “stopped” string, press the  Stop button. Normal 
operation should restore. The “stopped” status can 
be activated when some problems occur in printing.
■Check if your application has a special print option 
such as “=oras.” If “-oraw” is specified in the 
command line parameter, then remove it to print 
properly. For Gimp front-end, select “print” --> 
“Setup printer” and edit command line parameter 
in the command item.
When printing a 
document over the 
network in SuSE 9.2, the 
printer does not print. The CUPS (Common Unix Printing System) version 
distributed with SuSE Linu
x 9.2 (cups-1.1.21) has a 
problem with IPP (Internet Printing Protocol) printing. 
Use the socket printing instead of IPP or install the 
later version of CUPS (cups-1.1.22 or higher).
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							4-20Phaser 3140/3155/3160 Printer Service Manual
General Troubleshooting
Common PostScript Problems
The following errors are PostScript language specific that may occur when multiple 
printer languages are being used.
Note
To receive a printed or screen displayed message when PostScript errors occur, 
open the Print Options window and click the appropriate selection next to the 
PostScript errors section.
ConditionPossible CauseSolutions
PostScript file does not 
print. The PostScript driver 
may not be installed 
correctly.
■Print a Configuration page 
and verify that the 
PostScript version is 
available for printing.
■Install the PostScript 
driver.
“Limit Check Error” 
message is displayed. The print job was too 
complex.Change the complexity of 
the print job.
A PostScript error page 
prints. Print job may not be 
PostScript.Make sure that the print job 
is a PostScript job. Check 
whether the software 
application expected a setup 
or PostScript header file to 
be sent to the printer.
When printing a 
document using a 
Macintosh with Acrobat 
Reader 6.0 or higher, 
colors print incorrectly. The resolution setting 
in the printer driver 
may not be matched 
with that in Acrobat 
Reader.Make sure that the 
resolution setting in your 
printer driver matches 
information in Acrobat 
Reader.
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							5
Chapter
Print-Quality 
Troubleshooting
In this chapter...
• Print-Quality Troubleshooting Overview
• Troubleshooting Print-Quality Checklist
• Print-Quality Troubleshooting Procedures
• Print-Quality Specifications
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							5-2Phaser 3140/3155/3160 Printer Service Manual
Print-Quality Troubleshooting
Print-Quality Troubleshooting Overview
Print-quality defects can be attributed to printer components, consumables, 
media, internal software, external software applications, and environmental 
conditions. To successfully troubleshoot print-quality problems, eliminate as many 
variables as possible. The first step is to generate a print using the Printing Demo 
page embedded in the printer on laser paper from the approved media list. Refer 
to “Media and Tray Specifications” on page 1-16 for supported and specialty 
media that have been tested and approved for use in the Phaser 3140/3155/3160. 
Use paper from a fresh ream that is acclimated to room temperature and 
humidity.
If the print-quality defect is still present 
when printing on approved media from an 
unopened ream of paper, then investigate software applications and 
environmental conditions. 
Check the temperature and humidity under which the printer is operating. 
Compare this to the “Environmental Specifications” on page 1-13. Extreme 
temperature and humidity can adversely affect the xerographic and fusing 
characteristics of the printer.
When analyzing a print-quality defect, determine if the defect is repeating or 
random occurrence. Continuous defects in the process direction, such as Voids and 
Lines, are the most difficult to diagnose. Inspect the visible surfaces of all rollers for 
obvious defect. If no defects are found, replace the Print Cartridge, Transfer Roller, 
Fuser, and Laser Unit one at a time until the defect is eliminated.
Defects Associated with Specific Components
Some print-quality problems are associat ed with specific assemblies; the most 
common problems and the associated assemblies follow.
Laser Unit
• Black Print (page 5-11)
• Vertical White Lines (page 5-19)
• Vertical Lines are Curved (page 5-20)
Fuser
• Ghosting (3) (page 5-17)
• Ghosting (4) (page 5-18)
• Stains on the Back of the Page (page 5-27)
• Incomplete Fusing (page 5-30)
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							Phaser 3140/3155/3160 Printer Service Manual5-3
Print-Quality Troubleshooting
Transfer Roller
• Uneven Density (page 5-13)
• Background Contamination (page 5-14)
• Ghosting (1) (page 5-15)
• Vertical White Lines (page 5-19)
• Vertical Black Line or Band (page 5-21)
• Black/White Spot (page 5-23)
• Skew (page 5-24)
• Stains on the Front of the Page (page 5-26)
• Stains on the Back of the Page (page 5-27)
Print Cartridge
• Light or Undertone Print (page 5-10)
• Uneven Density (page 5-13)
• Background Contamination (page 5-14)
• Ghosting (1) (page 5-15)
• Ghosting (3) (page 5-17)
• Vertical White Lines (page 5-19)
• Vertical Black Line or Band (page 5-21)
• Horizontal Black Line or Band (page 5-22)
• Black/White Spot (page 5-23)
• Stains on the Front of the Page (page 5-26)
• Blank Page (1) (page 5-28)
• Blank Page (2) (page 5-29)
• Incomplete Fusing (page 5-30)
Power Supply Board
• Light or Undertone Print (page 5-10)
• Black Print (page 5-11)
• Background Contamination (page 5-14)
• Ghosting (1) (page 5-15)
• Ghosting (3) (page 5-17)
• Incomplete Fusing (page 5-30)
Controller Board
• Black Print (page 5-11)
• Ghosting (1) (page 5-15)
• Vertical Lines are Curved (page 5-20)
• Blank Page (2) (page 5-29)
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							5-4Phaser 3140/3155/3160 Printer Service Manual
Print-Quality Troubleshooting
Troubleshooting Print-Quality Checklist
As a first step to troubleshooting print quality problems, perform these checks to 
isolate or correct the reported problem.
Check the Print Cartridge
Check the amount of toner remaining. Lo
w toner causes print-quality problems 
such as fading, streaking, white lines, or dropouts. If toner is low, remove the Print 
Cartridge and gently agitate the cartridge from side-to-side to distribute toner and 
temporarily extend cartridge life. Replace the cartridge if the life count is at or near 
end of life.
Check the Laser Unit
Paper, toner, and dust particles can accu mulate inside the printer and cause print-
quality problems such as smearing or toner specks. One area where accumulations 
of dust and debris often occur is the Laser Unit lens. Remove the Print Cartridge, 
and clean the laser lens using a dry cotton swab or lint-free cloth.
s3160-102
s3160-137
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