Chapter 9 - Troubleshooting

______________________________________ Troubleshooting 9-1

Chapter 9 - Troubleshooting

Chapter Overview

Status MessagesController Status Messages

Preliminary TroubleshootingThe General CheckupMacintosh Environment CheckupPC Environment Checkup

ENCAD NovaJet TroubleshootingThe NovaJet General CheckupSpecific NovaJet Troubleshooting

Miscellaneous TroubleshootingCalling for Technical Support

Troubleshooting Information

9-2 Troubleshootingbb_____________________________________

Notes


IntroductionWhether you are a new user of the Accel-a-Graphix CT4 controlleror an old pro, this chapter can help you correct most problemsencountered. You will find as you go through this section thatprinting issues usually derive from one of four areas: applications,computer hardware, printer, or controller hardware.

This chapter covers the controller hardware. It starts with statusmessages and a preliminary troubleshooting procedure. Then it goesover miscellaneous troubleshooting. The final section providesspecifics on XANTÉ Technical Support and how to place a servicecall.

Status MessagesOften, you can solve questions by checking the display window onyour controller’s front panel for status or service messages.

Controller Status Messages

The following messages alert you to the general status of yourcontroller or to situations which you can solve easily without a longtroubleshooting process or a service call.

Accel-a-Graphix The power to the controller has beenturned on and the controller is comingup to full power before beginning toinitialize.

CONNECT PRINTERX A printer is enabled through PostScriptbut not attached to the controller. The Xwill be replaced by the number of theprinter which is enabled but notattached.


FIRST JOB The controller is checking to see if thereis an initializing file (such asSTARTPAGE) which needs to be run.

INITIALIZING The controller is warming up,performing setup routines, and gettingready to go on line.

NO DISK The controller has been powered upwithout a formatted disk. To remove thismessage, turn off the controller andaccess the controller board and bays (seechapter 3 for details). Make sure thecable connecting the main disk (and anyoptional disks) to the controller board isfirmly attached. Then turn the controlleron again. You can use CommandCenter’s Get Info feature to viewinformation about your controller’s harddisk.

NO PRINTERS The controller is on but either noprinters are attached or the printers arenot turned on.

OFFLINE The controller is off line which means itis not ready to receive and process data.

PRINTER1 OFFLINE The particular printer is attached but notaccepting data for some reason. Thismay be due to a bad or incorrectlyseated cable. The example is for printer1; the number in the command indicateswhich printer is offline.

PROCESSING The controller is processing a job,getting it ready to print.

READY/IDLE The controller is on line and ready toaccept a print job.


READY/PRINTING The controller is completing a print joband ready to accept a new job to beginprocessing.

RESET TO STOP The controller has been taken off lineduring an active job.

RESETTING JOB The controller is resetting after the Reset↑ key has been pressed and an active jobhas been cancelled.

TEST PRINT The controller is printing a test pagewhen the controller is off line and notworking within the menu structure.

WAITING The controller is waiting to receive moredata on a job before printing.

Preliminary TroubleshootingPreliminary troubleshooting covers both a general once over of thecontroller and then specific checks depending on the environment,Macintosh, PC, or Ethernet.

The General Checkup

If you experience problems printing, the following quick checkupmay provide an easy, fast solution regardless of your printingenvironment.

• Make sure the power cord is plugged into the controllerand the power source.

• Make sure the power source is working.

• Make sure all cables are connected and seated properly.


Depending on your working environment, either go to the nextsection, “Macintosh Environment Checkup” or skip to “PCEnvironment Checkup” later in this chapter.

Macintosh Environment Checkup

In a Macintosh environment, if you experience printing problems thefollowing quick checkup may provide an easy, fast solution.

• Make sure all LocalTalk cabling and transformer boxes areconnected correctly. If there are any open sockets, closethem with terminating resistors. See “Connecting in aMacintosh Environment” in chapter 2 for details.

• Make sure you select the correct PSPrinter icon and yourcontroller, and verify that LocalTalk is active in theChooser.

• Make sure the correct PSPrinter file is in your SystemFolder.

• Make sure you install screen fonts to match the printerfonts you use.

• If you have an Ethernet setup, make sure all Ethernetcabling is connected correctly. See your networkdocumentation for details.

• If you have an Ethernet setup, open the Control Panel,click Network, and make sure EtherTalk is selected.

PC Environment Checkup

In a PC environment, if you experience printing problems thefollowing quick checkup may provide an easy, fast solution.


• Make sure your application, controller, and computercommunications settings all match. You can check andchange controller settings through the front panel (see“The Configuration Menu Structure” in chapter 5). Seeyour application and computer documentation for checkingand changing those respective settings.

• If the front panel displays WAITING, try sending an end-of-job marker using the XANTÉ Utilities D.PS file. If theprevious job lacked this marker, the controller expectsmore data and will not print until it receives theend-of-job. See “PS_FILES Directory” in chapter 4 fordetails.

ENCAD NovaJet TroubleshootingThis section cover NovaJet troubleshooting starting with a generalcheckup of the printer and then covering specific situations.

The NovaJet General Checkup

If you experience problems printing with your NovaJet printer, thefollowing quick checkups may provide an easy fast solutionregardless of your printing environment.

• Make sure the printer is connected to its power source andthe power source is active.

• Make sure all cables are connected and seated properly.

• Make sure the plotter, controller, and computer I/Osettings match.

• Make sure that when you turn the printer on, it countsthrough its memory.

• Make sure the jets are firing correctly by running a testprime.

• Do a color calibration on the printer.


If you cannot complete any of the previous checkups, the printer hasa problem and you need to contact ENCAD support. If you completethe previous checkups continue with the NovaJet general Checkup.

• Locate a file which you know is good, such as theharleyd.rtl sample file that comes with your ENCADsoftware. If you are not networked, copy the file directly tothe printer. If you are networked, copy the file over thenetwork to the printer. If this fails, try sending the filefrom an alternate computer.

If problems sending the file to the printer continue, theremay a bad connection on the computer or the network.

• Try printing the file from several different applicationsdirectly to the printer or over the network. If the file doesnot print from one application but does print from severalothers, it is probably an application problem. In this casecontact your application vendor for suggestions.

Specific NovaJet Troubleshooting

§ The printer’s keypad works incorrectly. It locks up, does notfunction as it should, or there is no display.

∞ Possible Solutions:

• Check the printer’s display for any message thatmay indicate a problem.

• Look over the keyboard for any visible damage.

• Cycle the power on and off to see if the keypadwill resume functioning correctly.

• Check the firmware to be sure it is loadedcorrectly.

• Make sure connections to and from the MPCB aresecure. If so, install a new MPCB to see if itcorrects the situation.


§ The printer makes a lot of noise when in use.


• Check the printer’s display for any message thatmay indicate the problem.

• Make sure the printer is clean and the carriage isnot blocked in any way.

• Check the drive belt to be sure it is not loose orslipping.

• Make sure the media is in good shape and feedingcorrectly through the printer.

§ Gradiation bands appear on the printed image.


• Make sure all ink heads are firing properly.

• Lower the print speed in the PPD to Default orslower.

• Disable the printer's bidirectional printingcapability in the PPD.


Miscellaneous TroubleshootingThis section covers miscellaneous troubleshooting.

§ The controller powers up, but I cannot print from myapplication.


• Make sure all cables are connected and seatedproperly.

• Make sure the controller is on line. The On Linekey LED should be lit and the display windowshould read READY/IDLE or READY/PRINTING. If not, press the On Line key once toput the controller on line.

• If you work in a Macintosh environment, makesure the controller is selected in the Chooser.

§ All the lights on the controller are staying on.

∞ Possible Solution:

• Be patient. Each time you turn your controller on,a RAM test is performed. For controllers withlarge RAM sizes, this test can take a little longer.

§ When downloading a font or PostScript file using System 7, theMacintosh displays the message, “Looking for PSPrinter...”and then “Cannot find printer on chooser”.


• Open the System Folder and view by icon.

• Open the Extensions folder and view by icon.

• Drag the PSPrinter driver out of the Extensionsfolder and into the System Folder.


• Remove any LaserPrep files from the System andExtensions folders.

• Turn both your Macintosh and controller off andthen back on again.

• Select the Chooser from the Apple menu, makesure LocalTalk is active, and select the controller.

• If you have an Ethernet setup, select ControlPanels from the Apple menu; then select Networkand make sure EtherTalk is selected.

• Continue printing as usual.

§ The Controller does not show up on the Chooser.


• Check for proper termination on all LocalTalkcables and boxes. See “Connecting in a MacintoshEnvironment” in chapter 2 for details.

• If you have an Ethernet setup, make sure allEthernet cabling is connected correctly. See yournetwork documentation for details.

• Make sure the current interface is enabled.

• Disable all background printing and print spoolers.

• Try a new cable between your Macintoshcomputer and the controller.

• Reboot the controller and your computer. Tryselecting the controller from the Chooser again.


Calling for Technical SupportYou can solve most controller problems by following the suggestionsin this chapter. Be sure to read this chapter before calling fortechnical support. If these solutions do not work, gather thefollowing troubleshooting information, and then call XANTÉ’sTechnical Support.

Troubleshooting Information• The model of your controller (Command Center’s Get Info

and Print Info options provide this information)

• The current controller firmware version (CommandCenter’s Get Info and Print Info options provide thisinformation)

• The type of computer and the operating system (versionnumber) you are using

• The current emulation and interface in use (and protocol ifusing the serial interface)

• The amount of controller memory (Command Center’s GetInfo and Print Info options provide this information)

• The application(s), including version(s) used

• A full description of the problem

• A list of status messages if they appear

If you have the troubleshooting information available when you call,it helps our technicians serve you more quickly. You also have achoice of phone, fax, or bulletin board support.


XANTÉ Phone SupportBefore you call for support, be sure to gather the information listedin the previous section, “Troubleshooting Information.” ContactXANTÉ’s Technical Support at 800-926-8393 in the US andCanada, at 95-800-926-8393 in Mexico, and at 334-342-4846elsewhere from 7 a.m. until 7 p.m. Central time Monday throughThursday and 7 a.m. until 6 p.m. Friday. This means that mostweekdays if you are in the continental US, you can reach supportduring normal business hours from 8 a.m. until 5 p.m. regardless ofyour time zone. If the technical lines are busy, you will be given acall number and your call will be placed next in line for the firstavailable technician.

XANTÉ Fax SupportYou have an option of 24 hour fax support. XANTÉ’s TechnicalSupport fax number is 334-342-4635. If you decide to use our faxsupport, be sure to include the information listed under“Troubleshooting Information” earlier in this section. Also, indicatewhether you wish the response to be faxed or phoned and includeyour appropriate number.

XANTÉ Bulletin Board SupportXANTÉ provides a 24 hour technical service bulletin board. Theboard number is 334-342-4746. The setup is 8 data bits, no parity,and one stop bit with baud rates up to 14,400. Before you use thebulletin board, be sure to gather and include the information listedunder “Troubleshooting Information” earlier in this section. Newusers can log on as new.

The XANTÉ bulletin board contains the latest utility files, andtechnical bulletins will be added as they become available. You canalso use the bulletin board to upload problem files for us to test.

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____________________________________ Application Notes A-1

Appendix A

Application Notes

A-2 Application Notesbb ___________________________________

Notes


IntroductionThis appendix provides some helpful information and hints onworking with some of today’s most popular applications.

FreeHandFreeHand is one of today’s most popular illustration programs. TheXANTÉ Utilities disk includes special printer description files to usewith FreeHand. You need to install the file required by your versionof FreeHand and the environment you work in.

In a PC Environment

If you work in a PC environment, FreeHand works with the XANTÉUtilities Windows printer description file; see the “Windows Setup”section in chapter 4 for details on installing this file.

In a Macintosh Environment

If you work in a Macintosh environment, FreeHand uses files knownas PPD files (PostScript Printer Description files). See the “DriversFolder” section of chapter 3 for information on which driver toinstall and where to install it.

When you print, use the Accel-a-Graphix PPDs to obtain the bestquality from your XANTÉ controller. Changing to the required PPDdepends upon what version of FreeHand you are using. This sectioncovers versions 3.1 and 4.0. If you have another version, check theapplication documentation for details on selecting the PPD.

FreeHand 3.1: Use the following procedure to change to therequired PPD.

1. Choose Print from the File Menu.


2. Click the Change... button in the Print Dialog Box. The PrintOptions window appears with four pop-up menus, PrinterType, Paper Size, Optimized Screen, and Transfer Function.

3. Select the Printer Type box and hold the mouse button down.A list of printers appears.

4. Locate the Accel-a-Graphix listing. It should appear at or nearthe top of the list.

5. Choose the Accel-a-Graphix driver from the list. The pop-upmenu closes and the selected driver appears in the Printer Typefield.

6. Select the Paper Size box and hold the mouse button down. Apop-up menu appears with a list of available sizes. (The defaultsize is letter.)

7. Choose the desired size. The pop-up menu closes and theselected size appears in the Paper Size field.

8. Select the Optimized Screen box and hold the mouse buttondown. A pop-up menu appears with available combinations oflpi (lines per inch) screen rulings and printer resolutions.

9. Choose the desired lpi/resolution combination for the screenfrom the Optimized Screens or choose one in the Other...selection and enter your own choices. The pop-up menu closesand the selected screen appears in the Optimized Screen field.

Note: To get the best results from the printout, chooseDefault from the Transfer Function box pop-up menu.

10. Click OK to verify selections. The Print dialog box reappears.Your new selections appear in the dotted outline box at thebottom of the Print dialog box.

11. Click Print to send the job to the printer.


FreeHand 4.0: Use the following procedure to change to therequired PPD.

1. Choose Print from the File Menu.

2. Click Print... in the lower left corner (not the upper right) ofthe Print Dialog Box. The Print Options window appears.

3. Click Select PPD... A list of printers appears.

4. Locate the Accel-a-Graphix listing. It should appear at or nearthe top of the list.

5. Click the Accel-a-Graphix driver. The pop-up menu closes.

6. Click the Paper: box and hold the mouse button down. A pop-up menu appears with a list of available sizes.

7. Choose the desired size. The pop-up menu closes and theselected size appears in the Paper: box.

8. Click the Halftone Screen box and hold the mouse buttondown. A pop-up menu appears with available combinations oflpi (lines per inch) screen rulings and printer resolutions.

9. Choose the desired lpi/resolution combination for the screenfrom the Halftone Screens or choose the Other... selection andenter your own choices. The pop-up menu closes and theselected screen appears in the Halftone Screen box.

Note: To get the best results from the printout, chooseDefault from the Transfer Function pop-up menu.

10. Click OK to verify selections. The Print dialog box reappears.Your new selections appear in the dotted outline box at thebottom of the Print dialog box.



QuarkXPressQuarkXPress is a popular layout program. The XANTÉ Utilities diskincludes special printer description files to use with QuarkXPress.You need to install the file required according to the program’sversion and the environment you work in.

In a PC Environment

If you work in a PC environment, QuarkXPress works with theXANTÉ Utilities Windows printer description file; see the“Windows Setup” section in chapter 4 for details on installing thisdriver.

For QuarkXPress versions 3.3 or later, install the QuarkXPress PDFby copying the XTAGROM1.PDF file from the utilities disk to theXPRESS\PDF subdirectory. To do this type the following:

C:\>COPY A:\PDF\XTAGROM1.PDF C:\XPRESS\PDF ↵


If you work in a Macintosh environment, QuarkXPress uses a fileknown as a PDF file (PostScript Description File). See the “DriversFolder” section of chapter 3 for information on which file to installand where to install it.

When you print, use the Accel-a-Graphix PDF file to obtain the bestquality from your XANTÉ printer. Make sure you choose “Accel-a-Graphix” in the Page Setup dialog box.

When printing tiff images, select the image, then go to Style andselect “Other Screen.” Then, you can select your own specificationsfor screen setting, angle setting, and dot pattern.

Once you select settings, save the document to retain the settingswhen the document is reopened.


PageMakerPageMaker is a popular layout program. The XANTÉ Utilities diskincludes special files to use with PageMaker. You need to install thefile required by your version of PageMaker and the environment inwhich you work.

In a PC Environment

If you work in a PC environment, PageMaker works with theXANTÉ Utilities Windows printer description file; see the“Windows Setup” section in chapter 4 for details on installing thisfile.

Install the PageMaker 5.0 PPD by copying the XTAGROM1.PPDfile from the utilities disk to the USENGLSH\PPD4 subdirectory inthe Aldus directory. To do this, type the following:

C:\>COPY A:\XTAGROM1.PPDC:\Aldus\USENGLSH\PPD4 ↵


If you work in a Macintosh environment, PageMaker works withfiles known as PPD files (PostScript printer description files.) Seethe “Drivers Folder” section of chapter 3 for information on whichfile to install and where to install it.

After you install the PPD file for your version of PageMaker,changing to the required PPD depends upon what version ofPageMaker you are using. This section covers versions 4.2 and 5.0.If you have another version, check the application documentation fordetails on selecting the PPD.

PageMaker 4.2: After you install the PPD file for your version ofPageMaker, use the following procedure to select the desired PPDfile.


1. Open your PageMaker document.

2. Choose Print from the File menu. The print dialog box appearswith a Printer option in the bottom half of the window.

3. Select the Printer option box and hold the mouse button down.A pop-up menu appears with a list of available PPD files.

4. Choose the Accel-a-Graphix PPD. The pop-up menudisappears and the selected file appears in the Printer box.

5. Make any other selections you want in the Print dialog box.


PageMaker 5.0: After you install the PPD file for your version ofPageMaker, use the following procedure to select the desired PPDfile.

1. Open your PageMaker document.

2. Choose Print from the File menu. The print dialog box appearswith a Type option in the top half of the window.

3. Select the Type option box and hold the mouse button down. Apop-up menu appears with a list of available PPD files.

4. Choose the Accel-a-Graphix PPD. The pop-up menudisappears and the selected file appears in the Type box.

5. Make any other selections you want in the Print dialog box.


AutoCAD 12 for PostScriptAutoCAD is an engineering design package. This section covers howto configure AutoCAD to print to your controller and once that isdone, how to print from AutoCAD.


Configuring AutoCAD 12

After you install AutoCAD release 12, configure the program to printto the controller using the following procedure.

1. Select Configure from the File menu. A Configure menuappears.

2. Select Configure plotter. The Plotter Configuration menuappears.

3. Select Add a plotter configuration. The Available Plottersscreen appears.

4. Select Postscript Device ADI 4.2 - by AutoDesk, Inc.

5. Under Supported Models, select 300 dpi. The question “Doyou want color?” appears.

6. Select Yes to answer the question. Then, the question, “Do youwish to append a ^Z?” appears.

7. Select NO. The question “Is your PostScript device connectedto a <S>erial or <P>arallel port?” appears.

8. Select the port the controller is connected to, serial or parallel.

9. Enter the address of the port you selected or press the Enterkey if there is no change.

10. Check over your device location, and if you are satisfied, pressthe Enter key for no changes. The question “Do you want tochange anything?” appears.

11. Check over the list for all the selections. If you want to makechanges, type YES and press the Enter key; then make thedesired changes. If not, type NO, press the Enter key. Themessage “Enter a description for the plotter:” appears.

12. Enter the name you would like for the printer to have (such asSales).


13. Select Exit to the Configure menu.

At this point you have configured AutoCAD to print from yourcontroller.

Printing from AutoCAD 12

After you configure AutoCAD to print from your controller, use thefollowing procedure to print from AutoCAD.

1. Open your AutoCAD program.

2. Select Plot from the File menu. The Plot Configurationwindow appears (fig. A.1).

Preview...

DisplayExtentsLimitsViewWindows

Plot ConfigurationDevice and Default Information

Accel-a-Graphix CT4

Scale To Fit

OK Cancel Help

Paper Size and Orientation

Device and Default Selection...

Pen Parameters

Pen Assignment... Optimization...

Additional Parameters

Views... Window... File Name...

Hide Lines

Adjust Area Fill

Plot To File

Inches

MM

Plot Area 16.50 By 10.50

Size... User

Scale, Rotation and Origin

Plotted Inches = Drawing Units

Rotation and Origin...

10.5 9

Plot Preview

Partial Full

Fig. A.1 The Plot Configuration Window

3. Click Device and Default Selection…. A pop-up menu appearswith a list of available printers. Choose the controller youconfigured with the ADI - 4.2 driver. The pop-up menudisappears and the selected controller appears in the PlotConfiguration window.


4. Click Size in the Paper Size and Orientation box. A windowappears where you can enter or select the height and width ofthe paper you are using.

5. Enter or select the width and height of the paper which you aregoing to use respectively in the Width and height fields. Then,click OK and the Plot Configuration window appears again.

6. Make sure Scale to Fit is selected in the Scale, Rotation, andOrigin box.

7. Select OK.

Now you are ready for plotting your document to the controller.Refer to your AutoCAD manual for further details on printing fromAutoCAD.

AutoCAD Tip: To make the controller the default so that you donot need to select it each time you open a document, use thefollowing procedure.

1. Open an AutoCAD document.

2. Select Print from the File menu.

3. Click and hold on the Printer box. A window appears listingprinter drivers.

4. Click Cancel.

5. Save the document.

The next time the document is opened, the controller will be thedefault printer. Use this same process with any other documents thatwere created and saved with a different printer selected as the outputdevice.


Adobe Separator 5.0 (Macintosh)Adobe Illustrator and Adobe Separator come bundled together. TheAdobe Illustrator 5.0 application does not operate with a PostScriptprinter description (PPD) file. However, Adobe Separator 5.0requires a PPD file on the 4.0 Adobe Specifications.

The PPD files are in the PM 5.0 PPDs folder on the MacintoshXANTÉ Utilities that comes along with the printer. Choose the PPDswithout the PM50 extensions and copy them into any folder on theMacintosh. In your application, you will get the option “Open PPD.”If you click on this option, you can tell Adobe Separator where thechosen PPD file is located on the Macintosh.

MultiAd CreatorThe Accel-a-Graphix PPD (XTAGROM1.PPD) should be placed inthe PPD folder in the MultiAd Creator folder.

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Technology

Chapter 9 - Troubleshooting