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The following sections identify the sources of common problems that may occur with 
the Fiery X3e and suggests ways of correcting them.

These sections do not attempt to provide troubleshooting information for attached 
computers, the print engine, or extensive networks. Refer problems in these areas to the 
appropriate service departments and network administrators. 

The troubleshooting process is designed to eliminate the most obvious causes of failure 
before progressing to more complex issues. “Where problems occur” on page 37 gives an 
overview of the Fiery X3e components and indicates areas most likely to require 
troubleshooting.

• Before you go to the customer site, do a phone check.

“Before you go to the customer site” on page 39 suggests areas you should check before 
making a service call to the customer site. With a phone call, you can find out if the 
problem is a simple operating failure or a failure caused by a network or configuration 
change. You can ask the customer to check for loose cables on the back of the 
print engine and loose connections at a power strip or outlet. 

• Check for obvious causes of problems.

• Check network connections.

“Preliminary on-site checkout” on page 40 takes you through the initial visual checks 
you should make when you arrive at the customer site. 

“Checking the network” on page 42 provides guidelines for checking the network 
connections between the print engine and the computers to which it is connected, as 
well as information about several printing problems.

The Fiery X3e is a built-in print server for the print engine, and it is generally part of a 
configuration like the one shown in Figure P. Problems may occur in one of the 
following areas:

• The Fiery X3e or the print engine

• The interface between the Fiery X3e and the print engine

• The interface between the Fiery X3e and computers that print to it

Fiery X3e functional diagram

Before you make a service call to a customer site, talk to the customer on the phone, and 
check the following items:

If the print engine works, but the user cannot print the Fiery X3e Test Page, a service call 
is probably required. 

• Is there a printing problem?

• Does the Fiery X3e Test Page fail to print?

• Does the Fiery X3e fail to respond to a print command?

• Does printing seem to take a long time?

• Is print quality poor?

• Does the Fiery X3e fail to appear in the list of printers?

If the answer to any of these questions is yes, refer the customer to the 
Job Management Guide.

If the customer has followed the corrective actions in the Job Management Guide and 
has failed to solve the problem, be prepared to make a service call. Keep a log of the 
failures the customer has observed.

If network changes have occurred, request that the customer’s network administrator 
verify the Fiery X3e network requirements. 

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 clear up the problem, proceed to the next phase, the 
preliminary on-site checkout.

Your goal in the preliminary on-site checkout is to eliminate obvious problems, such as 
loose or missing cables and connectors. 

Before you remove the Fiery X3e, perform the following tasks:

• Make sure the external cables are connected properly.

Fiery X3e faceplate

Fiery X3e top plate

• Make sure the power cable is plugged into the wall outlet and that the print engine is 

powered on.

• Make sure the Fiery X3e is properly connected to the print engine.

For guidelines when disassembling, checking, and reassembling the print engine, see 
other documentation. If these connectors are in place and the problem still exists when 
the print engine is powered on, proceed to the next phase of troubleshooting.