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The following sections do not attempt to provide troubleshooting information 
for attached Windows computers, the MFP, or extensive networks. Refer problems 
in these areas to the appropriate service departments and site administrators. 

When performing the service procedures described in this chapter, follow the precautions 
listed on page 3.

The troubleshooting process is designed to eliminate the most obvious causes of failure 
before progressing to more complex issues. “Where problems occur” on page 66 gives an 
overview of the Fiery X3eTY2 components and indicates areas most likely to require 
troubleshooting.

• Try a phone check before you go to the customer site.

“Before you go to the customer site” on page 67 suggests areas to 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. Ask 
the customer to check for loose cables on the back of the MFP and loose connections 
at a power strip or outlet. 

• Check for obvious causes of problems.

• Check network connections.

“Preliminary on-site checkout” on page 68 takes you through the initial visual checks 
you should make when you arrive at the customer site. 

The “Network” section in Table B provides guidelines for checking the network 
connections between the MFP and the computers to which it is connected. There is 
also information about several printing problems.

The Fiery X3eTY2 is a built-in print server for the MFP, and it is generally part of a 
configuration like the one shown in Figure AC. Problems may occur in one of the 
following areas:

• The Fiery X3eTY2 or the MFP

• The interface between the Fiery X3eTY2 and the MFP

• The interface between the Fiery X3eTY2 and computers that print to it

Fiery X3eTY2 functional diagram

Before you make a service call to a customer site, call the customer and verify the 
following items:

If the MFP works, but the user cannot print the Fiery X3eTY2 Test Page, a service call is 
probably required. 

• Is there a printing problem?

• Does the Fiery X3eTY2 Test Page fail to print?

• Does the Fiery X3eTY2 fail to respond to a print command?

• Does printing seem to take a long time?

• Is print quality poor?

• Does the Fiery X3eTY2 fail to appear in the list of printers?

If the answer to any of these questions is yes, refer the customer to the troubleshooting 
sections in Configuration and Setup on the User Documentation CD, or in Command 
WorkStation Help.

If the customer has followed the suggested corrective actions 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 site administrator verify 
the Fiery X3eTY2 network requirements. 

If there are problems with files from particular applications, the user may be more 
successful using different print settings. 

The diagnostic code may indicate the need to replace one or more Fiery X3eTY2 
components. For more information, see “Error codes and conditions” on page 72.

If your phone 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. 

The most common causes of hardware problems are faulty or loose connections. 
Before you decide to replace any parts of the Fiery X3eTY2, verify all cables and 
connections. If you conclude that all external connections are in place, check the internal 
connections. If all internal connections appear to be in place, inspect individual hardware 
components in the system.

Before removing the Fiery X3eTY2 from the MFP to check internal components, first 
eliminate the most obvious sources of problems. Make sure that:

• All external interface cables to the Fiery X3eTY2 are plugged into the proper 

connectors on the outside of the Fiery X3eTY2 (see Figure W on page 44).

• The Fiery X3eTY2 power cable is plugged into the wall power outlet.

• The Fiery X3eTY2 power switch is in the On (|) position.

• The service switches are in the normal position (away from “ON”).

• At least one LED on the network connector is on.

If all the connectors are properly in place and the power is on, proceed to the next stage 
of troubleshooting.

 

The most common causes of problems are faulty and loose connections. Before you 
conclude that any internal component has failed, remove, inspect, and reseat all 
appropriate connections, and then verify that the problem still occurs. 

For details on how to check internal connections, see page 10.