Troubleshooting GuideimageRUNNER ADVANCEC355 Series

September, 2019OIP Field Quality Assurance Div.

New Arrival Information[Regarding Troubleshooting Guide]Please be advised of the release of Troubleshooting Guide for imageRUNNER ADVANCE C355 Series.Troubleshooting Guide is a booklet compiled from FAQs issued by Canon Inc.

[Additional case(s)]• Points to note when taking measure for a transfer cleaning failure

ContentsImage Faults......................................................................................................... 2

Image failure occurring repeatedly at the same interval (xx pitch)......................................................2

Malfunction........................................................................................................... 4Response to poor reaction/no reaction of the Ultrasonic Motion Sensor............................................ 4Response to no reaction/poor reaction of the Ultrasonic Motion Sensor............................................ 7Points to note when taking measure for a transfer cleaning failure...................................................11

Noise/Odor..........................................................................................................12Abnormal noise (squeaking noise) at pick up due to gear friction of the extraction drive box

assembly (Cst. Feeding Unit)........................................................................................................ 12

Jam (Main Unit).................................................................................................. 140106 jam code due to the repelling of paper against the guide.........................................................14

Error Code.......................................................................................................... 16Measure against E674-0100............................................................................................................. 16E733-F002 due to disconnected/damaged flat cable........................................................................17

i

Image FaultsImage failure occurring repeatedly at the same interval (xx pitch)

For CE

[Symptom]Repeating image failure [a] whose intervals are same pitch may occur.The arrow [b] indicates the direction of feeding.

[Cause]The image failure occurs when rollers have foreign matters or flaws.

[Service work]Check the rollers or Belts of a) to k) below.

No Interval(xx pitch) Parts Parts Noa 94mm Photosensitive Drum Drum Unitb 32mm Developing Cylinder Drum Unitc 27mm Primary Charging Roller Drum Unitd 50mm Primary Transfer Roller FM1-A153 (ITB Unit)e 41mm Secondary Transfer Inner Roller FM1-A153 (ITB Unit)f 41mm Drum Unit Drum Unitg 41mm Main Drive Assembly FM0-0040h 57mm Secondary Transfer Outer Roller FC0-5848i 792mm ITB FM1-A153 (ITB Unit)

j 57mm Fixing FilmFM0-0080 (120V : Fixing Film Assembly)FM0-0081 (100V : Fixing Film Assembly)FM1-C340 (230V : Fixing Film Assembly)

k 63mm Pressure Roller FM1-K198 (Pressure Roller Kit)

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a) When the interval is 94mm pitch, check Photosensitive Drum [a] of the Drum Unit.b) When the interval is 32mm pitch, check Developing Cylinder [b] of the Drum Unit.c) When the interval is 27mm pitch, check Primary Charging Roller [c] of the Drum Unit.d) When the interval is 50 mm pitch, check Primary Transfer Roller [d] of the ITB Unit (FM1-A153).e) When the interval is 41mm pitch, check Secondary Transfer Inner Roller [e] of the ITB Unit .f) When the interval is 41 mm pitch, check Drum Unit [f].g) When the interval is 41 mm pitch, check Main Drive Assembly [g] FM0-0040 .h) When the interval is 57 mm pitch, check Secondary Transfer Outer Roller [h] (FC0-5848).i) When the interval is 792 mm pitch, check ITB [i] of the ITB Unit (FM1-A153).j) When the interval is 57 mm pitch, check Fixing Film [j] of the Fixing Film Assembly (FM0-0080/FM0-0081/FM1-C340).k) When the interval is 63 mm pitch, check Pressure Roller [k] of the Pressure Roller Kit (FM1-K198).

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MalfunctionResponse to poor reaction/no reaction of the Ultrasonic MotionSensor

For CE

[Symptom/Question]Ultrasonic Motion Sensor may react poorly, or does not react.

[Cause]Due to installation failure, aforementioned symptom may occur .

[Remedy/Answer]1) Confirm that the motion sensor PCB assembly is installed correctly.- Make sure the black sponge [a] is not overhanging inside the enclosure part [b].- Make sure the screw[c] is firmly screwed in.- The motion sensor PCB assembly is fixed at the locking position [d].- The connector [e] is connected properly.

2) If the motion sensor PCB assembly is not installed correctly, re-install it correctly.

Target S/N of the Ultrasonic Motion SensorNOTE: All iR-ADV 4500 Series/iR-ADV C355 Series/iR-ADV C3500 Series are target machines.

iR-ADV C5500 Series

Model Target Serial NumberiR-ADV C5560I 120V XLAiR-ADV C5560I TW 120V XGWiR-ADV C5560I 120V G XLFiR-ADV C5550I 120V XLGiR-ADV C5550I TW 120V XGYiR-ADV C5550I 120V G XLHiR-ADV C5540I 120V XLJiR-ADV C5540I TW 120V XHAiR-ADV C5540I 120V G XLKiR-ADV C5535I 120V XLNiR-ADV C5535I TW 120V XJAiR-ADV C5535I 120V G XLPiR-ADV C5560 CN 220V XGAiR-ADV C5560I EUR 230V XMD

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Model Target Serial NumberiR-ADV C5560I 230V XKSiR-ADV C5560I LTN 230V XLQiR-ADV C5550 CN 220V XGNiR-ADV C5550I EUR 230V XMEiR-ADV C5550I 230V XKTiR-ADV C5550I 230V IND XGXiR-ADV C5550I LTN 230V XMAiR-ADV C5540 CN 220V XGTiR-ADV C5540I EUR 230V XMFiR-ADV C5540I 230V XKUiR-ADV C5540I LTN 230V XMBiR-ADV C5535 EUR 230V XMGiR-ADV C5535 CN 220V XGUiR-ADV C5535I EUR 230V XMHiR-ADV C5535I 230V XKViR-ADV C5535I 230V IND XHBiR-ADV C5535I LTN 230V XMC

iR-ADV C7500 Series

Model Target Serial NumberiR-ADV C7580I TW 120V XRGiR-ADV C7570I 120V XRJiR-ADV C7570I TW 120V XRNiR-ADV C7565I 120V XRPiR-ADV C7580 CN 220V XRBiR-ADV C7580I 208V XRCiR-ADV C7580I EUR 230V XRDiR-ADV C7580I 230V XREiR-ADV C7580I KR 220V XRFiR-ADV C7570 CN 220V XRHiR-ADV C7570I EUR 230V XRKiR-ADV C7570I 230V XRLiR-ADV C7570I KR 220V XRMiR-ADV C7565I EUR 230V XRQiR-ADV C7565I 230V XRRiR-ADV C7565I KR 220V XRS

iR-ADV 8500 Series / iR-ADV 6500 Series

Model Target Serial NumberiR-ADV 8505P SER EU XQTiR-ADV 8505I SER US XQUiR-ADV 8505I SER US G XQViR-ADV 8505 SER EU XQWiR-ADV 8505 SER A/B XQXiR-ADV 8505 SER CN XQYiR-ADV 8585I US 120V XQZiR-ADV 8585I US 120V G XRAiR-ADV 6575 CN 220V XNTiR-ADV 6575 KR 220V XQMiR-ADV 6575I 120V XMZiR-ADV 6575I 120V G XNCiR-ADV 6575I EUR 230V XNWiR-ADV 6575I 230V XNZ

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Model Target Serial NumberiR-ADV 6575I TW 120V XPCiR-ADV 6575I 230V IND XPFiR-ADV 6565 CN 220V XPJiR-ADV 6565 KR 220V XQNiR-ADV 6565I 120V XNFiR-ADV 6565I 120V G XNJiR-ADV 6565I EUR 230V XPMiR-ADV 6565I 230V XPQiR-ADV 6565I TW 120V XPTiR-ADV 6565I 230V IND XPWiR-ADV 6555I EUR PRT TEYiR-ADV 6555 CN 220V XPZiR-ADV 6555 KR 220V XQPiR-ADV 6555I 120V XNMiR-ADV 6555I 120V G XNQiR-ADV 6555I EUR 230V XQSiR-ADV 6555I 230V XQCiR-ADV 6555I TW 120V XQFiR-ADV 6555I 230V IND XQJ

6

Response to no reaction/poor reaction of the Ultrasonic MotionSensor

For CE

[Symptom/Question]Ultrasonic Motion Sensor may not react, or react poorly .

[Cause]Either of the following cases may lead to the aforementioned symptom.A) When reflectors such as an ADF glass cleaner cloth box [a], an adhesive tape [b], or a tag [c] is attached too close to themotion sensor, they are detected by ultrasonic wave, so that the sensor became unable to detect people in farther than thesereflectors .

B) When the sensor misdetects a reflector around the sensor as a wall or something by its learning function before getting intosleep mode.C) When the sensor fails to detect operators correctly, due to other sources of ultrasonic waves, such as automatic door, insectrepellent or other motion sensors in its environment.

[Remedy/Answer]Action to be taken for A)Check around the motion sensor and if an ADF glass cleaner cloth box [a], an adhesive tape [b], or a tag [c] is found too closeto the motion sensor, remove them.

Action to be taken for B)B) Enable the motion sensor to learn its environment again, by using the learning functionB-1) Using the learning function when the machine gets into sleep mode, make sure there are no reflectors within 1m range infront of the machine, then stand aside.[NOTE] If you stand in front to conduct above procedure, the motion sensor misdetects the reflectors , and does not react.B-2) Let the machine go into sleep modeB-3) Wait for more than 10 seconds.

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[Reference] This machine conducts learning function during this 10 seconds when going into sleep. If the sensor detects anyreflector within 1m during this learning period, the machine learns that object as a wall, and ignores all moving objects beyondthis distance.B-4) Stand in front of the machine, and confirm that the machine recovers from sleep mode.[Reference] Since the motion sensor detects people or objects that approach the sensor on the front side of the machine, it doesnot detect a reflector right near the sensor window [a].

Action to be taken for C)C) Change the sensibility of the motion sensorC-1) Check and confirm that there are no other device using ultrasonic wave source, such as automatic door, insect repellent orother motion sensors around the machine.C-2) If possible, change the position or orientation of the machine.C-3) From User mode > Settings/Registration > Preferences > Timer/Energy Settings > Use Motion Sensor > Sensor Sensitivity,change the sensitivity, and then conduct actions B-1) to B-4).C-4) In case of removing the obstructions is not possible, disable (turn OFF) the setting from User mode > Settings/Registration> Preferences > Timer/Energy Settings > Use Motion Sensor

Target S/N of the Ultrasonic Motion SensorNOTE: All iR-ADV 4500 Series/iR-ADV C355 Series/iR-ADV C3500 Series are target machines.

iR-ADV C5500 Series

Model Target Serial NumberiR-ADV C5560I 120V XLAiR-ADV C5560I TW 120V XGWiR-ADV C5560I 120V G XLFiR-ADV C5550I 120V XLGiR-ADV C5550I TW 120V XGYiR-ADV C5550I 120V G XLHiR-ADV C5540I 120V XLJiR-ADV C5540I TW 120V XHAiR-ADV C5540I 120V G XLKiR-ADV C5535I 120V XLNiR-ADV C5535I TW 120V XJAiR-ADV C5535I 120V G XLPiR-ADV C5560 CN 220V XGAiR-ADV C5560I EUR 230V XMDiR-ADV C5560I 230V XKSiR-ADV C5560I LTN 230V XLQiR-ADV C5550 CN 220V XGNiR-ADV C5550I EUR 230V XMEiR-ADV C5550I 230V XKTiR-ADV C5550I 230V IND XGXiR-ADV C5550I LTN 230V XMAiR-ADV C5540 CN 220V XGTiR-ADV C5540I EUR 230V XMF

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Model Target Serial NumberiR-ADV C5540I 230V XKUiR-ADV C5540I LTN 230V XMBiR-ADV C5535 EUR 230V XMGiR-ADV C5535 CN 220V XGUiR-ADV C5535I EUR 230V XMHiR-ADV C5535I 230V XKViR-ADV C5535I 230V IND XHBiR-ADV C5535I LTN 230V XMC

iR-ADV C7500 Series

Model Target Serial NumberiR-ADV C7580I TW 120V XRGiR-ADV C7570I 120V XRJiR-ADV C7570I TW 120V XRNiR-ADV C7565I 120V XRPiR-ADV C7580 CN 220V XRBiR-ADV C7580I 208V XRCiR-ADV C7580I EUR 230V XRDiR-ADV C7580I 230V XREiR-ADV C7580I KR 220V XRFiR-ADV C7570 CN 220V XRHiR-ADV C7570I EUR 230V XRKiR-ADV C7570I 230V XRLiR-ADV C7570I KR 220V XRMiR-ADV C7565I EUR 230V XRQiR-ADV C7565I 230V XRRiR-ADV C7565I KR 220V XRS

iR-ADV 8500 Series / iR-ADV 6500 Series

Model Target Serial NumberiR-ADV 8505P SER EU XQTiR-ADV 8505I SER US XQUiR-ADV 8505I SER US G XQViR-ADV 8505 SER EU XQWiR-ADV 8505 SER A/B XQXiR-ADV 8505 SER CN XQYiR-ADV 8585I US 120V XQZiR-ADV 8585I US 120V G XRAiR-ADV 6575 CN 220V XNTiR-ADV 6575 KR 220V XQMiR-ADV 6575I 120V XMZiR-ADV 6575I 120V G XNCiR-ADV 6575I EUR 230V XNWiR-ADV 6575I 230V XNZiR-ADV 6575I TW 120V XPCiR-ADV 6575I 230V IND XPFiR-ADV 6565 CN 220V XPJiR-ADV 6565 KR 220V XQNiR-ADV 6565I 120V XNFiR-ADV 6565I 120V G XNJiR-ADV 6565I EUR 230V XPMiR-ADV 6565I 230V XPQiR-ADV 6565I TW 120V XPT

9

Model Target Serial NumberiR-ADV 6565I 230V IND XPWiR-ADV 6555I EUR PRT TEYiR-ADV 6555 CN 220V XPZiR-ADV 6555 KR 220V XQPiR-ADV 6555I 120V XNMiR-ADV 6555I 120V G XNQiR-ADV 6555I EUR 230V XQSiR-ADV 6555I 230V XQCiR-ADV 6555I TW 120V XQFiR-ADV 6555I 230V IND XQJ

10

Points to note when taking measure for a transfer cleaning failure

For CE

[Details]When a transfer cleaning failure is seen, note that the service mode setting after ITB unit replacement differ by models. Be sureto check and perform the correct service mode when taking the measure. (Reference: SI No. Ref No. F20603)

[Remedy/Answer]Refer to the table below to conduct works in the order of step 1) to 4).Note that the service mode change in step 3) differs by models.Be sure to perform the correct setting by models, to take a measure.

iR-ADV C350/C250 Series, iR-ADV C355/C255 Series iR-ADV C356/C256 Series, iR-ADV C356 III/C256 III Series1) Replace the ITB unit2) Execute counter clear in the Service Mode

-COPIER > COUNTER > DRBL-1 > TR-BLT > "OK"3) Change the Service Mode Values.

< Increase the width of the band>-SERVICE MODE > LEVEL2 > COPIER > OPTION >CLEANING > DR-CL-L >change to “40”.<Turn on the band frequency control>-SERVICE MODE > LEVEL2 > COPIER > OPTION >CLEANING > DR-CL-T > Change “-3”.

Upgrade the software of D-CON to Ver.21.01 or later, and changethe ITB-CL-T value to [2] in the Service Mode.Note that as for the case of iR-ADV C356 III /C256III Series, if the D-CON Version is Ver. 52.01 or later, the value may be set at [2] orig-inally.-SERVICE MODE > LEVEL2 > COPIER > OPTION > CLEANING >ITB-CL-T >Change from “0” to “2”.

4) Check if there is any paper dust in the inner part of the device [1]. If there is, perform cleaning to remove the paper dust.Photo at the right shows the paper dust found inside the device.

[Note] If the following Service Mode Value had been changed, reset the value to [0] (Change the value only when there was aspecific instruction.)Setting of ITB cleaning sheet interval: SERVICE MODE > LEVEL2 >COPIER>OPTION>CLEANING>ITBB-TMG

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Noise/OdorAbnormal noise (squeaking noise) at pick up due to gear frictionof the extraction drive box assembly (Cst. Feeding Unit)

For CE

[Symptom]Abnormal noise (squeaking noise) may occur at pick up in the machine earlier than the following countermeasure cut-in serialnumbers in factory.

[Cause]Abnormal noise occurs due to gear friction when grease applied on the extraction drive box assembly depletes.

[Service work]When the issue occurs, prepare and apply the grease (MOLYKOTE EM-50L: HY9-0007-000) by following the steps below.1) Refer to Service Manual and remove the extraction drive box assembly [1]. Then, remove the 2 screws [2] and the extractiondrive box assembly cover [3].

2) Apply the grease in the size of a grain of rice (20mg) to the boss [a] in the extraction drive box assembly cover. Do not applyit on the entire boss, but linearly [b] on just one area.

3) Remove the gear [1] from the gear side of the extraction drive box and apply the grease in the size of a half grain of rice (10mg)tothe gear shaft area [a]. Flip the gear and apply the grease in the same way to the gear shaft area on the other side. Attach thegear back to the extraction drive box.

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4) Reassemble the parts in reverse order of the step 1).

[Service parts]

No. Part Number Description Q'ty Fig.No.1 Old HY9-0007-000 MOLYKOTE EM-50L 1 -> 1

New

[Countermeasure cut-in serial numbers in factory]

Model Serial No.Cassette Feeding Unit-AH1 TYE01630Cassette Feeding Unit-AH1 QQX13272Cassette Feeding Unit-AH1 QZG04706Cassette Feeding Unit-AK1 TMS01947Cassette Feeding Unit-AK1 TMT00534Cassette Feeding Unit-AK1 SYX00756

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Jam (Main Unit)0106 jam code due to the repelling of paper against the guide

For CE

[Symptom]0106 jam code may occur during printing with the devices with the following countermeasure cut-in serial number in factory, orlater.- 0106 : Delivery sensor (PS12) delay jam.[Reference] The figure below is a cross sectional view of the machine. [1] is the delivery sensor (PS12).

[Cause]When some conditions are combined (e.g. paper type, low humidity environment, unit-to-unit variance of secondary transfer outerroller), paper [1] is fed along the guide [3] from the secondary transfer outer roller [2] to fixing, while being in a highly chargedcondition. This causes the paper to repel from the guide and shift from the designated paper path, resulting in the above symptom.Fig. [A] below illustrates the normal paper path and Fig. [B] illustrates when the paper repels from the guide and shifts from thepaper path.

[Service work]When the above symptom occurs, prepare the new type secondary transfer outer roller (FE2-A308-000) or the secondary transferouter roller assembly (FM1-U036-000), refer to Service Manual and replace the part.

14

[Service parts]

No. Part Number Description Q'ty Fig.No.1 Old FC0-5848-000 ROLLER, 2ND TRNSFR. OUTER 1 -> 0 102

New FE2-A308-000 ROLLER, 2ND TRNSFR. OUTER 0 -> 12 Old FM1-C318-010 2ND TRNSFR. OUTER ROLLER ASS'Y 1 -> 0 102

New FM1-U036-000 2ND TRNSFR. OUTER ROLLER ASS'Y 0 -> 1

[Countermeasure cut-in serial numbers in factory]

Model Serial No.iR-ADV C350IF 120V QNN12648iR-ADV C350IF 120V G QNP00667iR-ADV C350IF LTN 120V QNQ01563iR-ADV C250IF 120V QNR15324iR-ADV C250IF LTN 120V QNT00749iR-ADV C350I EUR 230V QNU12739iR-ADV C351IF EUR 230V QNV07392iR-ADV C250I EUR 230V QNW42133iR-ADV C350I 230V QNX02910iR-ADV C250I 230V QPA02731iR-ADV C350 CN 220V QPB00568iR-ADV C250 CN 220V QPC00573iR-ADV C350I TW 120V QPD00538iR-ADV C350 KR 220V QPF00796iR-ADV C250 KR 220V QPG00594iR-ADV C350IF LTN 230V QVB00799iR-ADV C250IF LTN 230V QZH00802iR-ADV C350P EUR 230V UVV00984iR-ADV C350P 120V UVW01157iR-ADV C355IFC EUR WJU01698iR-ADV C355P EUR 230V WJV00568iR-ADV C355 KR 220V WJZ00202iR-ADV C355I EUR 230V WKB03074iR-ADV C355I 230V WKC00623iR-ADV C355I TW 120V WKD00202iR-ADV C355IF 120V WKE01136iR-ADV C355IF LTN 230V WKH00505iR-ADV C255 KR 220V WKK00201iR-ADV C255I EUR 230V WKL05898iR-ADV C255I 230V WKM00693iR-ADV C255IF 120V WKN01271iR-ADV C255IF LTN 230V WKQ00505iR-ADV C355I IND 230V WRT00201

15

Error CodeMeasure against E674-0100

For CE

[Symptom]E674-0100 may occur when FAX clearing and job canceling are executed.

[Cause]When a job manipulation such as FAX job cancelation is executed just after the performance of All CLEAR of FAX (Service Mode> Mode List > FAX > Clear > ALL) in a state that FAX jobs still remain, the data inconsistencies of FAX history data are detectedat the time of turning ON/OFF main power supply of the engine and then that results in the above symptom.

[Service work]When E674-0100 continuously occurs even the main power supply of engine has been turned OFF/ON , execute again "ServiceMode > Mode List > FAX > Clear > ALL" and then turn OFF/ON the main power supply without job manipulations.[Caution]Make sure that no FAX job remains when executing ALL CLEAR of FAX.Previous FAX communication information will be deleted when turning OFF/ON the main power supply after the FAX CLEAR.

16

E733-F002 due to disconnected/damaged flat cable

For CE

[Symptom]E733-F002 may occur.E733-F002: Disconnection of a cable between the Main Controller PCB and the laser driver PCB was detected.

[Cause]The aforementioned symptom may occur between the main controller PCB and the laser scanner unit due to the factors below.- Disconnection or damage of the flat cable between the main controller PCB and the laser scanner unit- Disconnection or damage of the flat cable within the laser scanner unit

[Service work]Check the flat cable between the main controller PCB (or riser PCB) and the laser scanner unit and perform the works below:- When the flat cable is disconnected, reconnect it.- When the flat cable is damaged, replace it.If the laser scanner unit has flat cables connecting the laser driver PCBs within, check to see if these flat cables are disconnected.When they are damaged, replace the laser scanner unit.If the device does not recover from the symptom, check for other causes.

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