Troubleshooting; Before You Go To The Customer Site; Preliminary On-Site Checkout - Canon imagePRESS P400 Service Manual

Troubleshooting

This chapter identifies the source of common problems that may occur with the imagePRESS Server and suggests ways of
correcting them.
Troubleshooting
The imagePRESS Server is a server for printers, and is generally part of a configuration that has connectivity to the printer and
workstations or computers. Problems may occur in one of three areas:
• Inside the imagePRESS Server
• In the interface between the imagePRESS Server and the printer
• In the interface between the imagePRESS Server and the workstations or computers to which it is connected
This chapter identifies the source of common problems that may occur with the imagePRESS Server and suggests ways of
correcting them.
This chapter does not attempt to provide troubleshooting information for attached computers such as Windows or Mac computers,
printers, or extensive networks. Refer problems in these areas to the appropriate service departments and network administrators.
If network administrators need to troubleshoot job errors that occur with Command WorkStation, refer them to Configuration and
Setup for more information, including how to use the Job Error Report feature to collect error information to send to Technical
Support.
NOTE:
When performing the service procedures described in this chapter, follow the

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 imagePRESS Server 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 imagePRESS Server Test Page fail to print?
• Does the imagePRESS Server fail to respond to a print command?
• Does printing seem to take a long time?
• Is print quality poor?
• Does the imagePRESS Server 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 imagePRESS Server 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.

Preliminary on-site checkout

Most problems with the imagePRESS Server are caused by a loose board or cable connections.
This section describes the quick checks that you can do to locate and fix obvious problems. It describes how to eliminate any
problems with external connections to the back of the imagePRESS Server, and then addresses checking internal board and
cable connections.
Check external and internal connections before replacing any components.
"Precautions" on page 3
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5. TROUBLESHOOTING