Troubleshooting; Troubleshooting Process - Canon imagePASS-R1 Service Manual

Troubleshooting

This chapter identifies the source of common problems that may occur with the imagePASS and suggests ways of correcting them.

Troubleshooting process

The following sections identify the sources of common problems that may occur with the imagePASS and suggest ways of
correcting them.
These sections do not attempt to provide troubleshooting information for attached computers such as PCs, for the printer, or for
extensive networks. Refer problems in these areas to the appropriate service departments and site administrators.
The troubleshooting process is designed to eliminate the most obvious causes of failure before progressing to more complex
issues. "Where problems occur" on page 69
to require troubleshooting.
• Try a phone check before you go to the customer site.
"Before you go to the customer site" on
before making a service call to the customer site. With a phone call, you can find out if the problem is a simple operating
failure, or a failure caused by a network or configuration change. You can ask the customer to check for loose cables on the
back of the printer and loose connections at a power strip or outlet.
• Check for obvious causes of problems.
• Check network connections.
"On-site checkout" on
you arrive at the customer site.
"Checking the network" on
between the printer and the computers to which it is connected, as well as information on several printing problems.
■ Where problems occur
The imagePASS is a built-in print server for the printer. Problems may occur in one of the following areas:
• The imagePASS or the printer
• The printer interface between the imagePASS and the printer
• The printer interface between the imagePASS and computers that print to it
■ Before you go to the customer site
Before you make a service call to a customer site, talk to the customer on the phone, and check the following items:
1. Does the printer work?
If the printer works, but the user cannot print the imagePASS Test Page, a service call is probably required.
2. Is the failure caused by a simple operating problem?
• Is there a printing problem?
• Does the imagePASS Test Page fail to print?
• Does the imagePASS fail to respond to a print command?
• Does printing seem to take a long time?
• Is print quality poor?
• Does the imagePASS fail to appear in the list of printers?
If the answer to any of these questions is yes, refer the customer to Command WorkStation Help or Configuration and Setup,
which is part of the user documentation set.
If the customer has followed the suggested corrective actions and has failed to solve the problem, be prepared to make a
service call. Keep a log of the failures the customer has observed.
3. Has the customer made any network changes?
If network changes have occurred, request that the customer's site administrator verify the imagePASS Server network
requirements.
4. Is the user having printing problems with a particular image file?
If there are problems with files from particular applications, the user may be more successful using different print settings.
If your telephone call fails to solve the problem, proceed to the next phase, the preliminary on-site checkout.
■ On-site checkout
The most common cause of a hardware problem is a faulty or loose connection. Before you replace a costly component, check
the connections between the printer and the imagePASS first, and then check the connections between each imagePASS
component.
gives an overview of the imagePASS components and indicates areas most likely
"Before you go to the customer site" on page 69
"On-site checkout" on page 69
"Checking the network" on page 76
takes you through the initial visual checks you should make when
provides guidelines for checking the network connections
69
5. TROUBLESHOOTING
suggests areas you should check