GENERAL PROBLEMS
Overview
| Problem | Point to check | Solution |
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SPECIFIED MACHINE FUNCTIONS CANNOT BE USED |
Have functions been disabled by the administrator? | Check with your administrator. Some functions may have been disabled in the setting mode. When user authentication is enabled, the functions that you can use may be restricted in your user settings. |
THE OPERATION PANEL CANNOT BE USED |
Is the main power indicator lit? | If the main power indicator is not lit up, turn the machine's power on. Make sure that the power plug is firmly inserted in the power outlet, switch the main power switch to the "  " position, and press the [POWER] button to turn on the power. |
| Did you just power on the machine? | Wait until a message appears indicating that the machine is ready. After the [POWER] button is turned on, the machine requires some time to complete warmup operation. During warmup operation, functions can be selected, but a job cannot be run. |
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| Is the [Power Save Mode] button blinking? | Auto Power Shut-Off mode has activated. To return the machine to normal operation, press the [Power Save Mode] button. | |
| Is a cover open or a device separated from the machine? | Read the message and take appropriate actions. A warning message will appear when a cover is open or a device is separated from the machine. |
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| Did login fail three times in a row? | After operation unlocks, log in using the correct user information. When [A Warning when Login Fails] is enabled in the setting mode and login fails 3 times in a row, a warning will be displayed and user authentication operation will lock for 5 minutes. (If you do not know your user information, contact your administrator.) => "Setting mode (administrator)" → [User Control] → [Default Settings] → [A Warning when Login Fails] |
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| Does a message appear indicating that Auto Login failed? | Check with your administrator. Auto Login failed due to network or other problems. If you are the administrator, tap the [Administrator Login] key, log in as an administrator, and temporarily change the auto login settings in the setting mode. (Restore the changed settings to their original state after the problems have been solved.) |
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| Does message "Call for service. Code: xx-xx*" appears on the touch panel? *Letters and numbers appear in xx-xx. |
Turn on the machine power again. Make sure that the background color of the job status display at the upper right corner of the touch panel is gray, and press the [POWER] button and then turn the main power switch to the "  " position. Wait at least 10 seconds and then turn the main power switch to the "" position. After the main power indicator changes from flashing green to the lit up state, press the [POWER] button.If the message still appears after switching the [POWER] button and the main power switch off and on several times, it is likely that a failure has occurred that requires servicing. In this event, stop using the machine, unplug the power plug, and contact your dealer or nearest "TOSHIBA Service Department". (When contacting your dealer or nearest TOSHIBA Service Department, inform them of the displayed error code.) |
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PRINTING IS NOT POSSIBLE OR STOPS DURING A JOB |
Is a tray out of paper? | Add paper as instructed by the message on the touch panel. |
| Is the machine out of toner? | Replace the toner cartridge. When toner runs low, a message will appear to inform you that the toner cartridge must be replaced. For more information on replacing the toner cartridge, see "TONER CARTRIDGE". |
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| Has a paper misfeed occurred? | Remove the misfeed as instructed by the message on the touch panel. | |
| Is the output tray full? | Remove the output from the tray and resume printing. When the output tray becomes full, a detector activates and stops printing. |
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| Is the waste toner box full? | Replace the waste toner box as instructed by the message on the touch panel. | |
| Are restrictions placed on the trays that can be used in each mode*? *Copy, Printer, Image Send, Document Filing |
Check the settings in [Paper Tray Settings] and see if checkmarks appear in the checkboxes of each mode ([Feeding Approved Job]). Functions without a checkmark cannot be used for printing using that tray. => "Setting mode" → [System Settings] → [Paper Tray Settings] → Tray selection → [Feeding Approved Job] |
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THE ORIGINAL SIZE IS NOT AUTOMATICALLY SELECTED OR THE WRONG SIZE IS SELECTED |
Is the original curled or folded? | Straighten the original. The correct original size cannot be detected if the original is curled or folded. |
| Did you place an original smaller than 5-1/2" × 8-1/2" (A5) size? | Manually set the original size. Original sizes smaller than 5-1/2" × 8-1/2" (A5) cannot be detected. When scanning a small original on the document glass, it is convenient to place a blank sheet of paper on top of the original that is the same size (8-1/2" × 11" (A4), 8-1/2" × 11"R (B5), etc.) as the paper that you wish to use for printing. |
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| Is an original of the 5-1/2" × 8-1/2" (A5) size set to landscape (A5R size)? | If an original of the 5-1/2" × 8-1/2" (A5) size is set to landscape (A5R size), it is not detected automatically. | |
THE DISPLAYED BYPASS TRAY PAPER SIZE IS NOT CORRECT |
Is the bypass tray extension pulled out? | Pull out the bypass tray extension guide. When loading paper in the bypass tray, be sure to pull out the extension to enable the paper size to be detected correctly. |
THE ORIGINAL MISFEEDS (AUTOMATIC DOCUMENT FEEDER) |
Is too much paper loaded into the document feeder tray? | Make sure that the stack of paper in the tray is not higher than the indicator line. |
| Is the original a long original? | When using the automatic document feeder to scan a long original, set the scan size to [Long Size]. (Note that long originals cannot be copied using the copy function.) |
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| Is the original on thin paper? | Use the document glass to scan the original. If you need to use the automatic document feeder, use [Slow Scan Mode] in Others to scan the original. |
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THE PAPER MISFEEDS |
Is a torn piece of paper remaining in the machine? | Make sure all paper is removed. |
| Is too much paper loaded in the tray? | Make sure that the stack of paper in the tray is not higher than the indicator line. | |
| Are multiple sheets feeding at once? | Fan the paper well before loading it. | |
| Are you using paper that is not within the specifications? | Use TOSHIBA standard paper. Using paper that is for other models or special paper that is not supported may result in misfeeds, creases, or smudges. For the TOSHIBA standard paper, see "TOSHIBA STANDARD PAPER SPECIFICATIONS" in the "Quick Start Guide". For paper that is prohibited or not recommended, see "APPLICABLE PAPER TYPES". |
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| Has the paper in the tray absorbed moisture? | If you will not be using paper in a tray for a long time, remove the paper from the tray and store it in a bag in a dark and dry location. | |
| Are the bypass tray guides adjusted to the width of the paper? | Adjust the bypass tray guides to the width of the paper. | |
| Is the bypass tray extension guide pulled out? | When loading large-size paper, pull out the extension guide. | |
| Is the bypass feed roller dirty? | Clean the surface of the bypass feed roller. | |
| Is 5-1/2" × 8-1/2" (A5) size paper loaded? | When loading 5-1/2" × 8-1/2" (A5) size paper, place the paper in the horizontal (5-1/2" × 8-1/2"R (A5R)) orientation. | |
| Is the paper size specified? | If you are using a non-standard size, be sure to specify the paper size. If the size of paper loaded into a tray was changed, be sure to check the paper size setting. => "Setting mode" → [System Settings] → [Paper Tray Settings] → Tray selection |
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| Did you add paper to the bypass tray? | When adding paper, remove any paper remaining in the bypass tray, combine it with the paper to be added, and reload as a single stack. If paper is added without removing the remaining paper, a misfeed may result. |
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PAPER DOES NOT FEED FROM THE PAPER TRAY |
Is the paper loaded correctly into the paper tray? | Set the guides to the size of the paper. Make sure the height of the paper does not exceed the indicator line. |
| Are restrictions placed on the trays that can be used in each mode*? *Copy, Printer, Image Send, Document Filing |
Check the settings in [Paper Tray Settings] and see if checkmarks appear in the checkboxes of each mode ([Feeding Approved Job]). Functions without a checkmark cannot be used for printing using that tray. => "Setting mode" → [System Settings] → [Paper Tray Settings] → Tray selection → [Feeding Approved Job] |
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THE IMAGE ON PAPER IS SKEWED |
Is too much paper loaded into the bypass tray? | Do not load more than the maximum number of sheets. The maximum number of sheets varies depending on the paper type setting. For more information, see "SPECIFICATIONS" in "Quick Start Guide". |
| Are the bypass tray guides adjusted to the width of the paper? | Adjust the bypass tray guides to the width of the paper. | |
| Are the original guides adjusted to the width of the paper? | Adjust the original guides to the width of the paper. | |
THE AUTOMATIC DOCUMENT FEEDER DOES NOT OPERATE |
Have functions been disabled by the administrator? | Check with your administrator. Some functions may have been disabled in the setting mode. |
LINES APPEAR IN THE SCANNED IMAGE |
Are the scanning areas of the document glass or automatic document feeder dirty? | Clean the scanning areas of the document glass or automatic document feeder. |
| Is the bypass feed roller dirty? | Clean the surface of the bypass feed roller. | |
SMUDGES APPEAR ON PRINTED OUTPUT |
Are you using paper that is not within the specifications? | Use TOSHIBA standard paper. Using paper that is for other models or special paper that is not supported may result in misfeeds, creases, or smudges. For the TOSHIBA standard paper, see "TOSHIBA STANDARD PAPER SPECIFICATIONS" in the "Quick Start Guide". |
| Are you printing on pre-punched paper? | Take care that the image does not overlap the punch holes. If the printed image overlaps the punch holes, smudges may appear on the reverse side of the paper following 1-sided printing, or on both sides following 2-sided printing. |
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| Does a message appear indicating the need for maintenance? | Contact your dealer or nearest "TOSHIBA Service Department" as soon as possible. | |
TONER DOES NOT ADHERE WELL OR CREASES APPEAR ON THE PAPER |
Are you using paper that is not within the specifications? | Use TOSHIBA standard paper. Using paper that is for other models or special paper that is not supported may result in misfeeds, creases, or smudges. For the TOSHIBA standard paper, see "TOSHIBA STANDARD PAPER SPECIFICATIONS" in the "Quick Start Guide". |
| Has the paper type been set correctly? | Set the correct paper type in the tray settings. Make sure that the following has not occurred:
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| Is the paper loaded so that printing takes place on the reverse side? | Check the front and reverse side of paper. Some types of paper such as labels and transparency films have specific front or reverse sides. If printing takes place on the wrong side of label sheets or transparency film, the toner may not adhere well and a clear image may not be obtained. |
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PART OF THE IMAGE IS CUT OFF |
Has the correct paper size been set? | If you are using a non-standard size, be sure to specify the paper size. If the size of paper loaded into a tray was changed, be sure to check the paper size setting. => "Setting mode" → [System Settings] → [Paper Tray Settings] → Tray selection |
| Was the original placed in the correct position? | If you are using the document glass, be sure to place the original in the far left corner of the document glass. | |
PRINTING TAKES PLACE ON THE WRONG SIDE OF THE PAPER |
Is the paper loaded with the print side facing in the correct direction? | Make sure that the print side of paper is facing in the correct direction.
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A COVER OR INSERT IS NOT PRINTED ON THE SPECIFIED PAPER |
Has the paper type been set correctly? | Set the correct paper type for the tray that contains the paper specified for the cover or insert. If the paper type set for the cover or insert is not the same as the paper type set for the tray, paper will be fed from a different tray. => "Setting mode" → [System Settings] → [Paper Tray Settings] → Tray selection |
THE CONNECTED USB DEVICE CANNOT BE USED |
Is the USB device compatible with the machine? | Ask your dealer if the device is compatible with the machine. USB devices that are not compatible with the machine cannot be used. |
| Is the connected USB device recognized correctly? | Use [USB-Device Check] in the setting mode to check whether or not the device is recognized. => "Setting mode" → [System Settings] → [USB-Device Check] If it is not recognized, connect it once again. |
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THE CONNECTED USB MEMORY DEVICE CANNOT BE USED |
Is the format of the USB memory device FAT32? | Check the file format of the USB memory device. If the format of the USB memory device is other than FAT32, use your PC to change the format to FAT32. |
| Are you using a USB memory device with a capacity of more than 32 GB? | Use a 32 GB or less USB memory device. |
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THE FINISHER/SADDLE FINISHER DOES NOT OPERATE |
Does a message appear indicating that you need to remove paper from the stapler compiler? | Remove all remaining paper from the stapler compiler. |
| Does the following message appear on the touch panel? "The finisher is out of order. Turn the power on again. xx-xx*"
*Letters and numbers appear in xx-xx. |
Check the cable connection of the finisher. Remove and then firmly reinsert the cable, and restart the machine. |
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| Have functions been disabled by the administrator? | Check with your administrator. Some functions may have been disabled in the setting mode. |
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STAPLING DOES NOT TAKE PLACE (INCLUDING SADDLE STITCH) |
Does a message appear instructing you to check the staple unit? | Remove jammed staples. |
| Does a message appear instructing you to add staples? | Replace the staple cartridge. Do not forget to replace the staple case. |
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| Is a different width of paper mixed in? | To perform mixed size stapling, use paper of the same width and select the [Same Width] setting. Stapling is not possible when paper of different widths are mixed together. When copying, select [Same Width] for [Mixed Size Original] in Others. |
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| Are there more sheets than can be stapled at once? | For the maximum number of sheets that can be stapled, see "FINISHER SPECIFICATIONS" or "SPECIFICATIONS" in "Quick Start Guide". | |
| Is a paper size that cannot be stapled included in the print job? | For the maximum number of sheets that can be stapled, see "FINISHER SPECIFICATIONS" or "SPECIFICATIONS" in "Quick Start Guide". | |
| Is the paper type setting of the tray selected in the printer driver set to a paper type that cannot be stapled? | Check the paper type settings in the machine and select a tray that has paper that can be used for stapling*. Click the [Details] button in [Paper Selection] on the [Paper Select] tab of the printer properties window and check the paper type setting of each tray. | |
| Have functions been disabled by the administrator? | Check with your administrator. Some functions may have been disabled in the setting mode. |
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PUNCHING DOES NOT TAKE PLACE |
Does a message appear instructing you to check the punch module? | Dispose of punch scraps. |
| Is a different size of paper mixed in? | Punching is not possible when different widths of paper are mixed together. To perform mixed size punching, use paper of the same width and select the [Same Width] setting. When copying, select [Same Width] for [Mixed Size Original] in Others. | |
| Is a paper size that cannot be punched included in the print job? | For the paper sizes appropriate for punch-printing, see "SPECIFICATIONS" in "Quick Start Guide". | |
| Is the tray selected in the printer driver set to a paper type that cannot be punched? | Check the paper type settings in the machine and select a tray that has paper that can be used for punching*. Click the [Details] button in [Paper Selection] on the [Paper Select] tab of the printer properties window and check the paper type setting of each tray. | |
| Have functions been disabled by the administrator? | Check with your administrator. Some functions may have been disabled in the setting mode. |
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THE STAPLING POSITION OR PUNCH POSITION IS NOT CORRECT |
Is the stapling position set correctly? | Check the stapling position in "OPERATING THE PREVIEW SCREEN". |
| Are the punching positions set correctly? | Check the punching position in "OPERATING THE PREVIEW SCREEN". | |
| Is the original placed face up or face down correctly? (In use of inserter) |
Check the paper loading method, and take appropriate actions. PAPER LOADING ORIENTATION |
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FOLDING DOES NOT TAKE PLACE |
Did the administrator enable the [Disabling of Duplex] setting? | The paper folding function cannot be used when [Disabling of Duplex] is enabled in the setting mode. Check with your administrator. => "Setting mode (administrator)" → select [System Settings] → [Device Control] → [Disabling of Duplex]. |
| Are you using a paper type that has a specific front and reverse side? | The paper folding function cannot be used with pre-printed paper, letterhead paper, or other paper that has specific front or reverse sides. When folding paper, use a paper type such as plain paper that does not have specific front or reverse sides. |
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THE FOLD POSITION IS NOT CORRECT |
Is the original placed face up or face down correctly? | Check the orientation for loading the original or the orientation of the paper to be folded, and take appropriate actions. |
PRINTED OUTPUTS ARE MISALIGNED IN THE FINISHER OUTPUT TRAY |
Is the printed output curled? | Curled output may be solved when the paper is loaded upside down into the tray. |
STAPLED OUTPUTS ARE MISALIGNED IN THE TRAY |
Is the output curled? | Curled output may be solved when the paper is loaded upside down into the tray. |
SHEETS OUTPUT TO THE DELIVERY TRAY OF THE FINISHER ARE SCATTERED |
Have the output sheets got folded? | If the front and back side of the sheets in the paper feed tray have been reversed, in some cases it can be improved. |
THE STAPLED SHEETS ARE SCATTERED |
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PREVIEW IMAGES OR THUMBNAIL IMAGES DO NOT APPEAR |
Are there a number of jobs waiting to be executed? | Wait until several of the jobs have been executed. |
THE TOUCH PANEL DISPLAY IS DIFFICULT TO VIEW |
Did you adjust the brightness of the display? | Tap the [LCD Control] of the home screen, and adjust the brightness of the display. |
YOU WERE LOGGED OUT WITHOUT LOGGING OUT YOURSELF |
Did Auto Clear activate? | Log in again. If Auto Clear activates while user authentication is enabled, the user who is in process of login is logged out automatically. If you are the administrator, change the time setting of Auto Clear or disable Auto Clear in [Auto Clear Setting]. => "Setting mode (administrator)" → [System Settings] → [Operation Settings] → [Auto Clear Setting]. |
YOU FORGOT THE ADMINISTRATOR PASSWORD |
Was the administrator password changed from the factory default setting? | Contact your dealer or nearest "TOSHIBA Service Department" as soon as possible. For the factory default administrator password, see "ADMINISTRATOR/OTHERS (NOISE/MATERIAL EMISSION)". After changing the password, take special care to remember it. |
I DO NOT KNOW WHERE TO CONTACT FOR MAINTENANCE SERVICES |
Did you see "Quick Start Guide"? | See the back cover of "Quick Start Guide". |