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11 Troubleshooting If a problem occurs on your machine, the instructions in this chapter will enable you to identify and clear the fault, or locate further assistance. ¾ General 11-2 ¾ Fault Clearance 11-3 ¾ Customer Support 11-10 ¾ LCD Error Messages 11-11 ¾ Problem and Solutions Charts 11-14 Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide Page 11-1
11 Troubleshooting If a problem occurs on your machine, the instructions in this chapter will enable you to identify and clear the fault, or locate further assistance. ¾ General 11-2 ¾ Fault Clearance 11-3 ¾ Customer Support 11-10 ¾ LCD Error Messages 11-11 ¾ Problem and Solutions Charts 11-14 Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide Page 11-1
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Page 11-2 Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide When a change occurs, allow the machine at least two hours to adjust to the size of the media in the environment surrounding the ... Document Glass and Control Panel. ¾ Always set the guides in the Paper Trays to its new environment, depending on the extent of the output. Troubleshooting General A variety of situations can affect the quality of the change. ¾ Follow routine maintenance schedules for cleaning areas such as a radiator. ¾ Avoid sudden...
Page 11-2 Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide When a change occurs, allow the machine at least two hours to adjust to the size of the media in the environment surrounding the ... Document Glass and Control Panel. ¾ Always set the guides in the Paper Trays to its new environment, depending on the extent of the output. Troubleshooting General A variety of situations can affect the quality of the change. ¾ Follow routine maintenance schedules for cleaning areas such as a radiator. ¾ Avoid sudden...
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A red flashing LED identifies the problem area:- Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide Page 11-3 Details for clearing the three areas of the Document Feeder are given below. Input Misfeed 1 ¾ Open the Document Feeder top ... a document jams while it is feeding through the Document Feeder, 'Document Jam' appears on the display and the Document Jam LED on the Control Panel. Troubleshooting Fault Clearance When a fault occurs, check the Status Map on the Status Map will flash.
A red flashing LED identifies the problem area:- Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide Page 11-3 Details for clearing the three areas of the Document Feeder are given below. Input Misfeed 1 ¾ Open the Document Feeder top ... a document jams while it is feeding through the Document Feeder, 'Document Jam' appears on the display and the Document Jam LED on the Control Panel. Troubleshooting Fault Clearance When a fault occurs, check the Status Map on the Status Map will flash.
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Page 11-4 Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide Exit Misfeed 1 ¾ Open the Document Feeder and turn the roller knob to the right and out of the Document Feeder. ¾ Close the Document Feeder top cover. ¾ Feed the documents back into the Document Feeder. Troubleshooting 2 ¾ Pull the document gently to remove the misfed documents from the exit area. If the jammed document cannot be easily removed, skip to Roller Misfeed. 2 ¾ Close the Document Feeder and reload the documents.
Page 11-4 Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide Exit Misfeed 1 ¾ Open the Document Feeder and turn the roller knob to the right and out of the Document Feeder. ¾ Close the Document Feeder top cover. ¾ Feed the documents back into the Document Feeder. Troubleshooting 2 ¾ Pull the document gently to remove the misfed documents from the exit area. If the jammed document cannot be easily removed, skip to Roller Misfeed. 2 ¾ Close the Document Feeder and reload the documents.
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Carefully pull the document to enable easy removal of the misfed document from the exit area. Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide Page 11-5 Troubleshooting Roller Misfeed 1 ¾ Open the Document Feeder. ¾ Turn the release knob to the right using both hands. 2 ¾ Close the Document Feeder and reload the documents.
Carefully pull the document to enable easy removal of the misfed document from the exit area. Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide Page 11-5 Troubleshooting Roller Misfeed 1 ¾ Open the Document Feeder. ¾ Turn the release knob to the right using both hands. 2 ¾ Close the Document Feeder and reload the documents.
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Paper Feed Area If the paper jams in the direction shown. Page 11-6 Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide To avoid tearing paper, pull the jammed paper out gently and slowly. Troubleshooting Paper Jams If paper jams occur, 'Paper Jam' appears on the display and the Paper Jam or Paper Tray LED...
Paper Feed Area If the paper jams in the direction shown. Page 11-6 Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide To avoid tearing paper, pull the jammed paper out gently and slowly. Troubleshooting Paper Jams If paper jams occur, 'Paper Jam' appears on the display and the Paper Jam or Paper Tray LED...
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Troubleshooting 4 ¾ Close the cover. ¾ Insert the paper tray. Paper Exit Area If the paper is always open the side cover. CAUTION: Ensure the side ... the display. 1 ¾ Press the Release Lever to align the rear edge with the corresponding slot in the machine, then insert it completely. Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide Page 11-7 Lower the rear part of the tray to open before opening the front cover. ¾ Open the front cover...
Troubleshooting 4 ¾ Close the cover. ¾ Insert the paper tray. Paper Exit Area If the paper is always open the side cover. CAUTION: Ensure the side ... the display. 1 ¾ Press the Release Lever to align the rear edge with the corresponding slot in the machine, then insert it completely. Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide Page 11-7 Lower the rear part of the tray to open before opening the front cover. ¾ Open the front cover...
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Troubleshooting 3 ¾ Turn the Jam Remove Lever in the direction of the arrow to move the paper to the exit area. ¾ Gently pull the paper out through the exit area. 4 ¾ Push the Fuser Lever up. 5 ¾ Turn the Jam Remove Lever back to the original position. ¾ Close the front cover and side cover. Page 11-8 Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide
Troubleshooting 3 ¾ Turn the Jam Remove Lever in the direction of the arrow to move the paper to the exit area. ¾ Gently pull the paper out through the exit area. 4 ¾ Push the Fuser Lever up. 5 ¾ Turn the Jam Remove Lever back to the original position. ¾ Close the front cover and side cover. Page 11-8 Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide
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.... 1 ¾ Press the Release Lever to open the side cover. ¾ Remove the jammed paper. 2 ¾ Close the side cover. Troubleshooting 2 Sided Jam If a paper jam occurs in the machine. 1 ¾ Open the Bypass Tray and pull the paper out of the machine. Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide Page 11-9
.... 1 ¾ Press the Release Lever to open the side cover. ¾ Remove the jammed paper. 2 ¾ Close the side cover. Troubleshooting 2 Sided Jam If a paper jam occurs in the machine. 1 ¾ Open the Bypass Tray and pull the paper out of the machine. Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide Page 11-9
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... by following the LCD instructions, check the troubleshooting tables 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) Page 11-10 Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide The Xerox Welcome Center or local representative telephone number...
... by following the LCD instructions, check the troubleshooting tables 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) Page 11-10 Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide The Xerox Welcome Center or local representative telephone number...
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... nature of 2 Sided printing. 11-9. Refer to "Drum Cartridge" on the edge of life. Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide Page 11-11 Load paper in the machine or an incorrect operation is in communication. Troubleshooting LCD Error Messages If an abnormal condition arises in the bypass tray. Refer to "2 Sided...
... nature of 2 Sided printing. 11-9. Refer to "Drum Cartridge" on the edge of life. Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide Page 11-11 Load paper in the machine or an incorrect operation is in communication. Troubleshooting LCD Error Messages If an abnormal condition arises in the bypass tray. Refer to "2 Sided...
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...the ECM mode on page 10-5. Cartridge" on . Operation Not Assigned The machine has no job to "Powering the LSU (Laser Scanning On the Machine" starting on page 6-19 for more than one operation. Contact recipient to ensure remote machine is functioning correctly... poll code. Troubleshooting DISPLAY MEANING SOLUTION Non-Xerox Toner Cart You have the fax machine ready to respond to your loaded with the phone line. Memory Full The memory is not Install the toner cartridge. Page 11-12 Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide If...
...the ECM mode on page 10-5. Cartridge" on . Operation Not Assigned The machine has no job to "Powering the LSU (Laser Scanning On the Machine" starting on page 6-19 for more than one operation. Contact recipient to ensure remote machine is functioning correctly... poll code. Troubleshooting DISPLAY MEANING SOLUTION Non-Xerox Toner Cart You have the fax machine ready to respond to your loaded with the phone line. Memory Full The memory is not Install the toner cartridge. Page 11-12 Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide If...
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.... 11-6. The machine's memory has not been backed up. retransmit after more than one operation if it . Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide Page 11-13 page 11-6. Replace with a new toner cartridge. Troubleshooting DISPLAY No. The recording paper in Remove paper. Paper has jammed in the Clear the jam.Refer...
.... 11-6. The machine's memory has not been backed up. retransmit after more than one operation if it . Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide Page 11-13 page 11-6. Replace with a new toner cartridge. Troubleshooting DISPLAY No. The recording paper in Remove paper. Paper has jammed in the Clear the jam.Refer...
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...If the problem still persists, clean the Drum Cartridge. Copy image is skewed Ensure that may occur and the recommended solutions. Troubleshooting Problem and Solutions Charts The following chart lists some conditions that original is positioned correctly on the Document Glass. If the problem... when using the Document Glass, clean the CVT glass. Ensure the ON/OFF switch is corrected. Page 11-14 Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide Follow the suggested solutions until the problem is in the tray with paper from a new package. Copies...
...If the problem still persists, clean the Drum Cartridge. Copy image is skewed Ensure that may occur and the recommended solutions. Troubleshooting Problem and Solutions Charts The following chart lists some conditions that original is positioned correctly on the Document Glass. If the problem... when using the Document Glass, clean the CVT glass. Ensure the ON/OFF switch is corrected. Page 11-14 Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide Follow the suggested solutions until the problem is in the tray with paper from a new package. Copies...
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... after a paper jam has been cleared. Ensure that the print job is being sent to touch the exposed toner on and off frequently. Troubleshooting CONDITION Frequent copy paper jams Toner yield is lower than expected and TONER LOW message appears in the LCD Fewer copies from the Toner Cartridge...the correct port. (For Example: LPT1.) The toner and drum cartridges are being powered on the left open while copies are not installed properly. Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide Page 11-15 The IEEE-1284 parallel cable or USB cable is defective.
... after a paper jam has been cleared. Ensure that the print job is being sent to touch the exposed toner on and off frequently. Troubleshooting CONDITION Frequent copy paper jams Toner yield is lower than expected and TONER LOW message appears in the LCD Fewer copies from the Toner Cartridge...the correct port. (For Example: LPT1.) The toner and drum cartridges are being powered on the left open while copies are not installed properly. Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide Page 11-15 The IEEE-1284 parallel cable or USB cable is defective.
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... paper until necessary so that the paper does not absorb too much moisture from the air. Troubleshooting PROBLEM PROBABLE CAUSE SUGGESTED SOLUTION Half of paper. Character voids The paper may be too dry. Do not open packages of the PC's user guide. Page 11-16 Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide
... paper until necessary so that the paper does not absorb too much moisture from the air. Troubleshooting PROBLEM PROBABLE CAUSE SUGGESTED SOLUTION Half of paper. Character voids The paper may be too dry. Do not open packages of the PC's user guide. Page 11-16 Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide
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... SMTP Server CONN. port number. Refer to distribute the toner evenly. Invalid Server or Port Wrong SMTP server or No. Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide Page 11-17 could not be low. Authentication Required Authentication is disabled Ensure Authentication is resolved. Send Error (SMTP... failure. SMTP DNS Domain Error Error in the SMTP DNS Domain. DNS connection failure. Then reinstall the toner cartridge. Troubleshooting PROBLEM Faded graphics E-mail Problems PROBABLE CAUSE Toner may be contacted or is invalid.
... SMTP Server CONN. port number. Refer to distribute the toner evenly. Invalid Server or Port Wrong SMTP server or No. Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide Page 11-17 could not be low. Authentication Required Authentication is disabled Ensure Authentication is resolved. Send Error (SMTP... failure. SMTP DNS Domain Error Error in the SMTP DNS Domain. DNS connection failure. Then reinstall the toner cartridge. Troubleshooting PROBLEM Faded graphics E-mail Problems PROBABLE CAUSE Toner may be contacted or is invalid.
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Troubleshooting PROBLEM E-mail Associated Cannot Delete Mail Too Large Empty Address Book Address Book Full Group Empty Group is Full Entry Already Exists Invalid Email ID ... is made to add an entry to a Group that is full with special characters such as + or @ and that it . Page 11-18 Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide Displayed when Address book is full with group mail is made to split the mail and send it does not start...
Troubleshooting PROBLEM E-mail Associated Cannot Delete Mail Too Large Empty Address Book Address Book Full Group Empty Group is Full Entry Already Exists Invalid Email ID ... is made to add an entry to a Group that is full with special characters such as + or @ and that it . Page 11-18 Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide Displayed when Address book is full with group mail is made to split the mail and send it does not start...
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...being printed Ensure the originals were placed face-up the handset. Check the telephone cord has not been disconnected. Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide Page 11-19 Check the original meets the conditions established for use with the remote fax. This ...is pressed Ensure the bell rings before pressing [Start]. Check the power plug has not been unplugged from the power outlet. Troubleshooting PROBLEM Configured Already Invalid Login PROBABLE CAUSE Displayed when an attempt is not collated Ensure the machine has paper loaded. Faxing Problems...
...being printed Ensure the originals were placed face-up the handset. Check the telephone cord has not been disconnected. Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide Page 11-19 Check the original meets the conditions established for use with the remote fax. This ...is pressed Ensure the bell rings before pressing [Start]. Check the power plug has not been unplugged from the power outlet. Troubleshooting PROBLEM Configured Already Invalid Login PROBABLE CAUSE Displayed when an attempt is not collated Ensure the machine has paper loaded. Faxing Problems...
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...dirty scan glass or dirty scan lamp. If the same problem occurs even when copies are printed on the machine, clean the drum. Troubleshooting PROBLEM SUGGESTED SOLUTION The received original is printed dark and is illegible or black stripes are made on the original Check with the party sending.... Check with the party sending the original that the original was placed correctly when scanned at the remote Fax. Page 11-20 Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide Refer to a fault or operator error at the remote Fax. Ensure there enough toner.
...dirty scan glass or dirty scan lamp. If the same problem occurs even when copies are printed on the machine, clean the drum. Troubleshooting PROBLEM SUGGESTED SOLUTION The received original is printed dark and is illegible or black stripes are made on the original Check with the party sending.... Check with the party sending the original that the original was placed correctly when scanned at the remote Fax. Page 11-20 Xerox CopyCentre C20, WorkCentre M20 and WorkCentre M20i User Guide Refer to a fault or operator error at the remote Fax. Ensure there enough toner.