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For Training Use Only Lexmark MS911 and MX910 Series Field Awareness Guide

Lexmark MS911 and MX910 Series Field Awareness Guide · machine reports “remove paper from Bin 2” when Bin 2 is empty. This is due to being out of position. CORRECTIVE ACTIONS:

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Page 1: Lexmark MS911 and MX910 Series Field Awareness Guide · machine reports “remove paper from Bin 2” when Bin 2 is empty. This is due to being out of position. CORRECTIVE ACTIONS:

For Training Use Only

Lexmark MS911 and MX910 Series Field Awareness Guide

Page 2: Lexmark MS911 and MX910 Series Field Awareness Guide · machine reports “remove paper from Bin 2” when Bin 2 is empty. This is due to being out of position. CORRECTIVE ACTIONS:

For Training Use Only 2

STATEMENT OF PROBLEM: Noise when stacking wide media (LD, A3) in Bin 2 of a standard or booklet finisher

ROOT CAUSE: The weight of the paper is too heavy for the mechanism to carry. The belt and gear driving the bin elevator slips and causes a loud noise. The finisher does not have a sensing system to detect that large media should post a “bin full” with less sheets letter and A4 sizes. CORRECTIVE ACTIONS: When running large media such as A3, 11x17” or larger, remove the paper from Bin 2 of the standard or booklet finisher once the bin is ½ full.

Noise on Bin 2 when stacking wide media

Page 3: Lexmark MS911 and MX910 Series Field Awareness Guide · machine reports “remove paper from Bin 2” when Bin 2 is empty. This is due to being out of position. CORRECTIVE ACTIONS:

For Training Use Only 3

STATEMENT OF PROBLEM: The Finisher reports to remove paper from Bin 2 when Bin 2 is empty.

ROOT CAUSE: When installing a standard or booklet finisher, an installer may grab the “bracket” where Bin 2 is mounted causing it to raise. When the machine is powered on, the machine reports “remove paper from Bin 2” when Bin 2 is empty. This is due to being out of position. CORRECTIVE ACTIONS: Adjust the Bin 2 bar to a lower position in order to disengage the paper warning.

Finisher reports to remove paper from Bin 2

Page 4: Lexmark MS911 and MX910 Series Field Awareness Guide · machine reports “remove paper from Bin 2” when Bin 2 is empty. This is due to being out of position. CORRECTIVE ACTIONS:

For Training Use Only 4

Finisher reports to remove paper from Bin 2

Page 5: Lexmark MS911 and MX910 Series Field Awareness Guide · machine reports “remove paper from Bin 2” when Bin 2 is empty. This is due to being out of position. CORRECTIVE ACTIONS:

For Training Use Only 5

Finisher reports to remove paper from Bin 2

Page 6: Lexmark MS911 and MX910 Series Field Awareness Guide · machine reports “remove paper from Bin 2” when Bin 2 is empty. This is due to being out of position. CORRECTIVE ACTIONS:

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STATEMENT OF PROBLEM: White lines in process direction ROOT CAUSE: High moisture and temperature can cause pre-conditioned toner to clump (110F/95% Relative Humidity) causing white lines in graphics. White lines can also be caused by laser lens contamination, Transfer Belt scratches, toner dust on the Transfer Belt cleaner blade, moisture build-up on the Transfer Belt cleaner blade, and fuser exit rear-end memory. CORRECTIVE ACTIONS: Clean the laser lens, corona wire and discharge brushes. Some fine white lines may remain in the process direction in halftone images. The final step is to see if white lines or scratches can be seen on the Developer unit. Replace if necessary.

White Lines in process direction

Page 7: Lexmark MS911 and MX910 Series Field Awareness Guide · machine reports “remove paper from Bin 2” when Bin 2 is empty. This is due to being out of position. CORRECTIVE ACTIONS:

For Training Use Only 7

Sharp White Lines

STATEMENT OF PROBLEM: Sharp white lines.

ROOT CAUSE: Can be caused by contamination of the laser lens, Transfer Belt scratches/creases, toner dust on the Transfer Belt cleaner blade, moisture build-up on the Transfer Belt cleaner blade, and fuser exit rear end memory. CORRECTIVE ACTIONS: The printer has several cleaning methods built in. This includes the laser lens cleaner, corona wire cleaner and discharge brushes. Clean these items frequently and make sure the maintenance has been conducted at the proper intervals. The Transfer Belt life is 300K pages and will exhibit this problem when it’s at the end of life.

Page 8: Lexmark MS911 and MX910 Series Field Awareness Guide · machine reports “remove paper from Bin 2” when Bin 2 is empty. This is due to being out of position. CORRECTIVE ACTIONS:

For Training Use Only 8

STATEMENT OF PROBLEM: When feeding paper to Bin 1 of the standard or booklet finisher, 423.95 jams were observed.

ROOT CAUSE: The one-way clutch in the finisher failed. CORRECTIVE ACTIONS: Replace the one-way clutch.

423.95 Paper Jams

Page 9: Lexmark MS911 and MX910 Series Field Awareness Guide · machine reports “remove paper from Bin 2” when Bin 2 is empty. This is due to being out of position. CORRECTIVE ACTIONS:

For Training Use Only 9

423.95 Paper Jams

Page 10: Lexmark MS911 and MX910 Series Field Awareness Guide · machine reports “remove paper from Bin 2” when Bin 2 is empty. This is due to being out of position. CORRECTIVE ACTIONS:

For Training Use Only 10

STATEMENT OF PROBLEM: Machine calls for customer to empty Bin 2 of standard or booklet finisher even though there is no paper in the bin and the bin is at it’s lowest position.

ROOT CAUSE: Torsion spring broke in the finisher causing the condition. CORRECTIVE ACTIONS: • Replace the failed torsion spring in Bin 2. • When running large media such as A3, 11” x 17” or larger, remove the paper from

Bin 2 of the standard or booklet finisher once the bin is ½ full.

Bin 2 Full Message will not clear

Page 11: Lexmark MS911 and MX910 Series Field Awareness Guide · machine reports “remove paper from Bin 2” when Bin 2 is empty. This is due to being out of position. CORRECTIVE ACTIONS:

For Training Use Only 11

Bin 2 Full Message will not clear

Page 12: Lexmark MS911 and MX910 Series Field Awareness Guide · machine reports “remove paper from Bin 2” when Bin 2 is empty. This is due to being out of position. CORRECTIVE ACTIONS:

For Training Use Only 12

STATEMENT OF PROBLEM: Printer giving message to close Door B when it was already closed.

ROOT CAUSE: The door is broken causing the door switch to indicate the door is open. This may happen if a full bottle of waste toner hit the door or the door was askew when closed causing it to be bent. CORRECTIVE ACTIONS: Replace the door.

Close Door B error message

Page 13: Lexmark MS911 and MX910 Series Field Awareness Guide · machine reports “remove paper from Bin 2” when Bin 2 is empty. This is due to being out of position. CORRECTIVE ACTIONS:

For Training Use Only 13

STATEMENT OF PROBLEM: ADF Side 1, leading edge scan skew may be out of specification.

ROOT CAUSE: Unknown CORRECTIVE ACTIONS: Perform an ADF field adjustment to align the skew

ADF Skew on Leading Edge

Page 14: Lexmark MS911 and MX910 Series Field Awareness Guide · machine reports “remove paper from Bin 2” when Bin 2 is empty. This is due to being out of position. CORRECTIVE ACTIONS:

For Training Use Only 14

STATEMENT OF PROBLEM: Thick black line of toner seen on edge of the paper running in the process direction

ROOT CAUSE: Corona wire cleaner is not inserted into the home position properly. CORRECTIVE ACTIONS: Open door, fully insert corona wire cleaner and close door.

Thick black line on edge of page

Page 15: Lexmark MS911 and MX910 Series Field Awareness Guide · machine reports “remove paper from Bin 2” when Bin 2 is empty. This is due to being out of position. CORRECTIVE ACTIONS:

For Training Use Only 15

STATEMENT OF PROBLEM: Engine failure 194.10

ROOT CAUSE: Paper jam is not fully cleared causing the engine error. CORRECTIVE ACTIONS: Remove input tray and check for jammed paper behind the input trays, remove paper and reinsert input trays. Clear the error in Diagnostics Menu.

194.10 Tray 4 Lift-Up Failure

Page 16: Lexmark MS911 and MX910 Series Field Awareness Guide · machine reports “remove paper from Bin 2” when Bin 2 is empty. This is due to being out of position. CORRECTIVE ACTIONS:

For Training Use Only 16

STATEMENT OF PROBLEM: Numerous 200.16 and 200.19 jams encountered, but the 80 Maintenance Kit message did not post.

ROOT CAUSE: Unknown CORRECTIVE ACTIONS: Replace pick rollers on problem paper tray from the 80K Maintenance Kit located in Tray 1.

200.16 and 200.19 jam errors

Page 17: Lexmark MS911 and MX910 Series Field Awareness Guide · machine reports “remove paper from Bin 2” when Bin 2 is empty. This is due to being out of position. CORRECTIVE ACTIONS:

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Dark Banding in Process Direction

STATEMENT OF PROBLEM: Dark banding seen in the process direction of media. ROOT CAUSE: The Corona wire needs to be cleaned. CORRECTIVE ACTIONS: Clean the corona wire to remove dark lines. It’s important to clean the corona wire after each installation of the a maintenance kit, toner cartridge or waste toner box.

Page 18: Lexmark MS911 and MX910 Series Field Awareness Guide · machine reports “remove paper from Bin 2” when Bin 2 is empty. This is due to being out of position. CORRECTIVE ACTIONS:

For Training Use Only 18

Corrective Actions for Print Quality Issues

The bulk of print quality issues can be resolved by these corrective actions:

• Cleaning the laser lens • Cleaning the corona wire • Using the PCL6 driver

Secondary Corrective Actions:

• Refer to the Initial Print Quality Check in the Service Manual Diagnostic Information Chapter.

Page 19: Lexmark MS911 and MX910 Series Field Awareness Guide · machine reports “remove paper from Bin 2” when Bin 2 is empty. This is due to being out of position. CORRECTIVE ACTIONS:

For Training Use Only 19

Resetting Service Errors – Before and After

• When one of the MS911 or MX91x printers encounters a service error listed below:

• The error must be reset in Diagnostics Mode via: Diagnostics mode > PRINTER SETUP > Reset Engine Service Error

• Before replacing parts, try resetting the error FIRST and testing to see if the error

remains. If it does, proceed with the repair. • Once the repair is complete, reset the error again so the machine will function

properly. • If you don’t reset the error after the repair, the machine will continue to post the

service error.

• 111 error • 12y error • 13y error • 153 error

• 16y error • 189 error • 19y error

Page 20: Lexmark MS911 and MX910 Series Field Awareness Guide · machine reports “remove paper from Bin 2” when Bin 2 is empty. This is due to being out of position. CORRECTIVE ACTIONS:

For Training Use Only 20

Restore Backup Data – Engine Controller Board

• Whenever the Controller Board or the Engine Controller Board is to be replaced, you must back up the Engine Data.

• This setting transfers the Engine settings from the Engine Controller Board to the Printer Controller Board and vice versa.

• Here is what to do… – Go to Diagnostics mode > PRINTER SETUP > Restore Backup Data

– Controller Board Replacement:

• After installing a new controller board, use the Engine card to controller card operation to create a backup copy of the existing engine controller board settings into the new controller board.

– Engine Controller Replacement: • Before removing the old engine controller board, select Engine card to controller

card in order to move the current engine's settings into the controller board. • With the new engine controller board installed, select Controller card to engine card in

order to move the old engine controller board settings stored on the controller card into the new engine controller board.

Page 21: Lexmark MS911 and MX910 Series Field Awareness Guide · machine reports “remove paper from Bin 2” when Bin 2 is empty. This is due to being out of position. CORRECTIVE ACTIONS:

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Controller Board Replacement Procedure

• To properly backup and restore the Controller Board Factory settings and Customer Custom settings, the following steps must be followed:

1. Backup the Customer Custom settings through the EWS (follow the Study Guide directions on how to do this).

2. Replace the Controller Board. 3. Use the Service Restore Tool* to restore the factory settings (follow the Study

Guide or Service Manual directions on how to do this). 4. Restore the Customer Custom settings through the EWS (follow the Study Guide

directions on how to do this). 5. Go to Diagnostics mode > PRINTER SETUP > Restore Backup Data and

select Engine Card to Controller Card to backup the Engine Controller settings to the new Controller Board.

* The next slide goes into more detail on the function of the Service Restore Tool

Page 22: Lexmark MS911 and MX910 Series Field Awareness Guide · machine reports “remove paper from Bin 2” when Bin 2 is empty. This is due to being out of position. CORRECTIVE ACTIONS:

For Training Use Only 22

Service Restore Tool - Controller Board Replacement

• To properly backup and restore the Controller Board Factory settings and User Data, the following steps must be followed:

• This tool is used to restore the printer to its correct settings after the Controller Board is replaced.

• Use the Service Restore Tool to download the software bundle and then flash the printer settings and Embedded Solutions.

Note: The software bundle contains the latest version of the firmware, applications, and software licenses from the Lexmark Virtual Solutions Center (VSC). The printer firmware may be at a different level from what was used before replacing the controller board.

• Using the Service Restore Tool: – Follow the steps outlined in the Restoring the printer configuration after replacing

the controller board in the Service Manual Repair Information chapter or follow the steps in the Study Guide.

Page 23: Lexmark MS911 and MX910 Series Field Awareness Guide · machine reports “remove paper from Bin 2” when Bin 2 is empty. This is due to being out of position. CORRECTIVE ACTIONS:

For Training Use Only 23

Power Related Issues (Low Voltage Machines)

• This printer must be placed on a dedicated 15 Amp circuit due to its power requirements.

• Other printers or other equipment placed on the same circuit may rob the machine of sufficient power in order to operate properly.

• Symptoms may include (but not limited to): – Will not power on – Printhead Errors – Fuser Errors – Low fuser temperature – Print Quality problems – 9xx Errors

• Do not place this machine on a surge protector as this may lead to

failures as well.

Page 24: Lexmark MS911 and MX910 Series Field Awareness Guide · machine reports “remove paper from Bin 2” when Bin 2 is empty. This is due to being out of position. CORRECTIVE ACTIONS:

For Training Use Only 24

Invalid Scanner Code message after service

• If the black Flatbed/CCD and ADF/CIS DisplayPort cables are switched on the back of the machine, an “Invalid Scanner Code” message will display on the Control Panel after startup.

See the next page for more pictures….

Page 25: Lexmark MS911 and MX910 Series Field Awareness Guide · machine reports “remove paper from Bin 2” when Bin 2 is empty. This is due to being out of position. CORRECTIVE ACTIONS:

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Invalid Scanner Code message after service

The Flatbed/CCD cable connects on the left. The ADF/CIS Cable connects on the right. (as you look at the back of the printer)

ADF/CIS Flatbed/CCD