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 paper has not fed correctly in the machine.
1
¾Press the Release Lever to open 
the side cover.
¾Remove the jammed paper.
2
¾Close the side cover.
1
¾Open the Bypass Tray and pull 
the paper out of the machine.
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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. 
The serial number of the machine will be required, together with any relevant error codes.
)For information on locating the serial number, please refer to “Customer Support” on page 1-5.
# ____________________________________________
To access the serial number open the side cover using the release latch and then open the 
front door. The serial number is located on the panel above the Toner Cartridge.
The Xerox Welcome Center or local representative telephone number is provided when the 
machine is installed. For convenience and future reference, please record the telephone 
number in the space below:
Xerox Welcome Center or local representative telephone number:
# ____________________________________________
Xerox US Welcome Center:1-800-821-2797
Xerox Canada Welcome Center:1-800-93-XEROX (1-800-939-3769)
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							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.
Comm. ErrThe machine has a 
problem in 
communication.Try resending the fax.
Document JamThe loaded document has 
jammed in the Document 
Feeder.Clear the document jam. Refer to “Document 
Jams” on page 11-3
Door OpenThe side cover is not 
securely latched.Close the side cover until it locks into place.
Drum WarningThe drum cartridge is 
near the end of life.Ensure a replacement cartridge is in stock. 
Replace the Drum cartridge when copy/print 
quality is degraded. This may show up as dark 
marks on the edge of the page. Refer to “Drum 
Cartridge” on page 10-8.
Duplex JamPaper has jammed in the 
middle of 2 Sided printing.Clear the jam. Refer to “2 Sided Jam” on page 
11 - 9.
Drum EmptyThe drum cartridge is 
emptyReplace the drum cartridge. Refer to “Drum 
Cartridge” on page 10-8.
Fuser Error, Open Heat 
Error, Heating Error and 
OverheatThere is a problem in the 
fuser unit.Unplug the power cord and plug it back in. If the 
problem still persists, please call for service.
Group Not AvailableYou have tried to select a 
group.Try again. Check location for a group. 
IncompatibleRemote party did not 
have the requested 
feature such as polling.
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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 
line.Try again. If the problem persists, wait an hour 
or so for the line to clear, then try again.
Or, turn the ECM mode on. Refer to “Fax Setup 
Options” on page 6-19 for more information.
LSU ErrorA problem has occurred in 
the LSU (Laser Scanning 
Unit).Try Power Off / Power On. Refer to “Powering 
On the Machine” starting on page 2-14. If the 
problem still persists, please call for service.
Memory FullThe memory is fullEither delete unnecessary documents, 
retransmit after more memory becomes 
available, or split the transmission into more 
than one operation.
No AnswerThe remote fax machine 
has not answered after 
several redial attempts.Try again. Contact recipient to ensure remote 
machine is functioning correctly.
Poll Code Err.You have used an 
incorrect poll code.
Polling ErrorThe remote fax machine 
you want to poll is not 
ready to respond to your 
poll.
Or, when setting up to poll 
another fax machine, you 
have used an incorrect 
poll code.The remote operator should know in advance 
that you are polling and have the fax machine 
loaded with the original document.
Enter the correct poll code.
No Developer CartridgeThe toner cartridge is not 
installed.Install the toner cartridge. Refer to “Toner 
Cartridge” on page 10-5.
DISPLAYMEANINGSOLUTION
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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 “Paper Jams” on page 
11 - 6.
Paper Jam 2Paper has jammed in the 
paper exit area.Clear the jam.Refer to page “Paper Jams” on 
page 11-6.
Power FailureThe machine’s memory 
has not been backed up.
To n e r  E m p t yThe toner cartridge has 
run out. The machine 
stops.Replace with a new toner cartridge. Refer to 
“Toner Cartridge” on page 10-5.
To n e r  L o wThe toner is almost 
empty.Take out the toner cartridge and gently shake it. 
By doing this printing operations can be 
temporarily resumed.
Retry Redial?The machine is waiting for 
the programmed interval 
to automatically redial.Press [Start] to immediately redial, or [Stop] to 
cancel the redial operation.
Function FullThe memory has become 
full.Either delete unnecessary documents, or 
retransmit after more memory becomes 
available. The transmission can also be split 
into more than one operation if it is a large job.
DISPLAYMEANINGSOLUTION
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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 receptacle.
Ensure the ON/OFF switch is in the ON position.
Copies are too light or too darkIf the original is light, use the Lighten/Darken key to darken the 
image.
If the original is dark, use the Lighten/Darken key to lighten the 
image.
Smears, lines, marks, or spots 
on copiesIf defects are on the original, press the Lighten/Darken key to 
adjust the image.
If no defects are on the original, clean the Document Glass and 
underside of the Document Feeder.
If a line is present when using the Document Feeder and not when 
using the Document Glass, clean the CVT glass. For stubborn 
spots use a crumpled up piece of paper or a credit card. Refer to 
“Cleaning the Document Glass and Constant Velocity Transport 
(CVT) Glass” on page 10-2.
If the problem still persists, clean the Drum Cartridge. Refer to 
“Maintenance Tools” on page 9-25 for instructions.
Copy image is skewedEnsure that original is positioned correctly on the Document 
Glass.
Check that copy paper is loaded correctly.
Blank copiesEnsure that the original is face down on the Document Glass or 
face up in the Document Feeder.
Image rubs off the copy easilyReplace the paper in the tray with paper from a new package.
In high humidity areas do not leave paper in the product for 
extended periods of time.
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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 TONER LOW 
message appears in the LCDToner may be lodged in the cartridge. Remove the toner cartridge. 
Shake the toner cartridge and tap along the top of the toner 
cartridge over a waste receptacle. Take care not to touch the 
exposed toner on the left side of the cartridge.
Fewer copies from the Toner 
Cartridge than expectedOriginals contain pictures, solids, or heavy lines. Originals are 
forms, newsletters, books etc. The product is being powered on 
and off frequently. The Document Feeder is being left open while 
copies are being made.
PROBLEMPROBABLE CAUSESUGGESTED SOLUTION
The product does not 
printThe IEEE-1284 parallel 
cable or USB cable is not 
connected properly.Check the cable connection.
The IEEE-1284 parallel 
cable or USB cable is 
defective.Check the cable with a computer and printer 
that work. If printing is still not possible, replace 
the cable.
The port setting is 
incorrect.Check the printer settings in the Windows 
Control Panel to ensure that the print job is 
being sent to the correct port. (For Example: 
LPT1.)
The toner and drum 
cartridges are not 
installed properly.Check that the toner and drum cartridges are 
installed properly.
The printer driver may not 
be installed properly.Reinstall the software.
The parallel port cable 
specifications may not be 
correct.Use an IEEE-1284 compliant parallel port cable. CONDITION SUGGESTED SOLUTION
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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 of operation. Refer to the 
Enabling High Speed Printer Communications 
section of the PC’s user guide.
Computer may not have 
enough memory (RAM).Install more RAM in the computer.
Print job is too largeReduce resolution from 600 dpi to 300 dpi.
Irregular faded patches 
of printThere is a paper quality 
problem.Use only paper that meets the specifications 
required by the product.
Toner may be unevenly 
distributed.Remove the toner cartridge and shake it gently 
to distribute the toner evenly. Then reinstall the 
toner cartridge.
Black stainingThere is a paper quality 
problem.Use only paper that meets the specifications 
required by the product.
Character voidsThe paper may be too 
dry.Try printing with a different batch of paper.
Background scatterThe paper may be too 
damp.Try printing with a different batch of paper. Do 
not open packages of paper until necessary so 
that the paper does not absorb too much 
moisture from the air.
Printing over uneven 
surfaces.If printing onto envelopes, change the printing 
layout to avoid printing over areas that have 
overlapping seams on the reverse side.
Missing charactersThe paper may be too 
damp.Try printing with a different batch of paper. Do 
not open packages of paper until necessary so 
that the paper does not absorb too much 
moisture from the air.
Back of printout is dirtyThe transfer roller may be 
dirty.Print a few blank pages to clean the transfer 
roller.
Incorrect fontsTrueType fonts may be 
disabled.Use the fonts dialog box in the Control Panel to 
enable TrueType fonts.
PROBLEMPROBABLE CAUSESUGGESTED SOLUTION
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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 server or 
has lost contact due to a 
network problem.Try again. If the problem persist, try again once 
the network fault is resolved.
Recipient Address 
FailureThe recipient address 
could not be contacted or 
is invalid.Ensure correct address is entered.
Connection FailureAny type of 
communication or 
network failure during E-
mail operations.Try again.
Authentication FailureInvalid Account or 
PasswordEnsure correct account and password are used.
Authentication 
RequiredAuthentication is disabled 
and the mail server 
requires it.Ensure Authentication is enabled. Refer to the 
System Administrator.
SMTP Server CONN. 
FailureSMTP server connection 
failure.
Invalid Server or Port 
No.Wrong SMTP server or 
port number.
SMTP DNS CONN. 
Failure.DNS connection failure.
SMTP DNS Domain 
ErrorError in the SMTP DNS 
Domain.
PROBLEMPROBABLE CAUSESUGGESTED SOLUTION
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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 to 
retrieve an address from 
an empty Address book.
Address Book FullDisplayed when Address 
book is full with the 
maximum entries.
Group EmptyDisplayed when attempt 
is made to delete an entry 
from an empty Group.
Group is FullDisplayed when an 
attempt is made to add an 
entry to a Group that is full 
with maximum entries.
Entry Already ExistsDisplayed when entering 
an entry which already 
exists in the Address 
book.
Invalid Email IDDisplayed when the E-
mail ID is invalidEnsure the E-mail address does not have any 
spaces in between and that it does not start with 
special characters such as + or @ and that the 
ID only contains one @ symbol.
Enter AgainDisplayed when an 
attempt is made to enter 
an invalid Group number.
PROBLEMPROBABLE CAUSESUGGESTED SOLUTION
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