Xerox WorkCentre M20 User Manual

Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide Page 11-9
Troubleshooting
2 Sided Jam
If a paper jam occurs in the 2 Sided module, ’Duplex Jam’ appears on the display and the 
Paper Jam LED on the Status Map will flash.
Bypass Tray Jam
If you try to print using the Bypass Tray and the machine does not detect paper due to no paper 
or improper paper loading, ’Bypass Jam’ appears on the display and the Bypass Tray LED on 
the Status Map will flash. 
’Bypass Jam’ may also occur when the...

Page 11-10  Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide 
Troubleshooting
Customer Support
If a fault cannot be resolved by following the LCD instructions, check the troubleshooting 
tables in the next section - they may help to solve the problem quickly. 
If you need further assistance or information, please visit the Xerox website for online 
solutions and support:
http://www.xerox.com
If the problem persists, contact the Xerox Welcome Center or your local Xerox representative....

Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide Page 11-11
Troubleshooting
LCD Error Messages
If an abnormal condition arises in the machine or an incorrect operation is performed, a 
message indicating the nature of the error is displayed. If this happens, take the corrective 
action listed in the following table.
DISPLAYMEANINGSOLUTION
Bypass JamThe machine detects non 
feeding from the bypass 
tray.Open the side cover and remove any jammed 
paper.
Load paper in the bypass tray....

Page 11-12  Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide 
Troubleshooting
Non-Xerox Toner CartYou have used an 
unauthorized toner 
cartridge.You must use a Xerox approved cartridge.
Operation Not AssignedThe machine has no job 
to handle.
Line Busy The remote fax did not 
answer.Try again. Contact recipient to ensure remote 
machine is functioning correctly.
Line ErrorYour machine cannot 
connect with the remote 
machine, or has lost 
contact because of a 
problem with the phone...

Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide Page 11-13
Troubleshooting
No. Not AssignedThe speed dial location 
has no number assigned.
No PaperThe recording paper in 
the paper tray has run 
out.Load the recording paper in the paper tray.
RX Tray FullPaper is overstacked in 
the output bin.Remove paper.
Paper Jam 0Paper has jammed in the 
paper feeding area.Clear the jam. Refer to “Paper Jams” on page 
11 - 6.
Paper Jam 1Paper has jammed in the 
fuser area.Clear the jam. Refer to...

Page 11-14  Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide 
Troubleshooting
Problem and Solutions Charts
The following chart lists some conditions that may occur and the recommended solutions. 
Follow the suggested solutions until the problem is corrected. If the problem persists, please 
call for service.
Copying Problems
CONDITION SUGGESTED SOLUTION
The LCD does not turn onCheck that the product is plugged into an electrical receptacle and 
ensure that there is power to the...

Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide Page 11-15
Troubleshooting
Printing Problems
Frequent copy paper jamsFan the stack of paper, then turn it over in the tray. Replace paper 
in paper tray with a fresh supply. Check/adjust paper guides.
Ensure that the paper is the proper paper weight 80 g/m
2 (20 lb) 
bond paper is recommended.
Check for copy paper or pieces of copy paper remaining in the 
product after a paper jam has been cleared.
Toner yield is lower than 
expected and...

Page 11-16  Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide 
Troubleshooting
Half of the page is blankThe page layout is too 
complex.Reduce the resolution setting from 600 dpi to 
300 dpi. Install more RAM in the computer.
The page orientation may 
be incorrect.Change the page orientation in the printer setup 
dialog.
Printing is too slowThe computer parallel 
port may not be set for 
high speed 
communications.If the computer is equipped with an ECP parallel 
port, enable this mode...

Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide Page 11-17
Troubleshooting
E-mail Problems
Faded graphicsToner may be low.Remove the toner cartridge and shake it gently 
to distribute the toner evenly. Then reinstall the 
toner cartridge.
Ensure that a spare toner cartridge is available.
PROBLEMPROBABLE CAUSESUGGESTED SOLUTION
Not AssignedThe Group Mail you tried 
to use has no E-mail 
assigned to it.Type the address manually.
Send Error (SMTP)Your machine cannot 
connect with the...

Page 11-18  Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide 
Troubleshooting
E-mail Associated 
Cannot DeleteDisplayed when an entry 
associated with group 
mail is deleted from the 
Address bookRemove the group mail association before 
deleting the entry.
Mail Too LargeDisplayed when the 
machine is unable to split 
the mail and send it. For 
example, if the mail size is 
configured to 1.0MB and 
a single page is larger 
than 1.0MB
Empty Address BookDisplayed when an 
attempt is made...