Troubleshooting basic steps


Basic work flow for fax is to troubleshoot problems using the following steps.

Fax related problems occur not only due to problems with machine, but also due to a combination of multiple factors, such as problems with the recipient's machine, problems with the telephone line, and problems with the way the machine is used.
If you suddenly proceed to step 3 (resolving the cause of the problem) without performing steps 1 and 2, may not be able to understand or identify the original problem, which may lead to the problem recurring or causing another problem.

For this reason, "1. Accurately understand and identify the symptoms of the problem" is very important step. When a trouble occurs, check and identify user’s situation as accurately as possible by inquiring “who is in the trouble”, “what is the problem”, “what support is required” through the hearing.
After that, perform [2. Identify the cause of the problem] and proceed to [3. Eliminate the cause of the problem].


Step 1: Check and identify the symptom of trouble accurately

Follow the five points below to understand and identify the symptoms of the problem in detail.

  1. What kind of trouble occurs?
    • Who is reporting the problem? (Customers using the product, customers managing the product, customers with whom the customer communicates, etc.)
    • What error codes / messages are displaying? (Communication management report, job history display, protocol trace, etc.)
      * For the communication management report, set [Report format] = "Detailed information" so that error codes can be displayed.
    • What trouble is occurring?
      Get more specific information than just information such as “unable to send”, “unable to receive”, “unable to send or receive”, “received image is distorted”, etc.
      　Example) "Unable to send" ⇒ Does not dial, dials but cannot connect to the other party, connects to the other party and starts communication but a communication error occurs, communication is possible but the sent image is distorted, etc.

  2. Where does the trouble occur?
    • Occurs in products, applications, specific PCs, etc.
    • Products/PCs at the customer's site, products at the customer's other office, products at the customer's communication partner, etc.

  3. When does the trouble occur?
    • Since when has this been occurring? (It has been working since installation, up to ○○, etc.)
    • Does it only occur at a specific time?
    • What is the frequency of occurrence? (always, about once every 10 times, etc.)
    • Did the environment change before the trouble occurred? (updated the firmware, changed ink cartridge, changed telephone line, moved installation location, etc.)

  4. In what operation or condition does the trouble occur?
    • Does the trouble always occur during the same operation?
    • Does the Trouble Occur Only When a Specific Sequence of Events Occur?
    • Does the same problem occur with other products or communication to other destinations?

  5. Can the trouble be reproduced?
    • Can the trouble be reproduced at the service base?
    • Does the same problem occur with multiple products and users?
    • Can you reproduce the trouble with a specific operation or specific partner?
Step 2: Identify the cause of the problem

When a fax-related error occurs, the details of the error are not only displayed on the panel, but also a report and log are recorded. Investigate and identify the cause of the problem while referring to various reports/logs.

  • Investigate and collect communication management reports, protocol monitor logs, job history displays, etc.
    * For the communication management report, set [Report format] = "Detailed information" so that error codes can be displayed.
  • For outgoing troubles / communication troubles, record communication using PCM RECORDER, and for incoming troubles, "Measure call signals with an oscilloscope.
  • To investigate fax communication errors, it is necessary to understand the fax transmission and reception phases.
    Investigate where the error occurs in each sending/receiving phase by referring to various reports/logs.
  • Contact Epson local service representatives if necessary.
Step 3: Resolve the cause of the problem
  • Once have identified the cause, implement countermeasures.
  • Depending on the cause, it may be necessary to change the settings of user parameters/service parameters.
    Refer to the instruction manual for the user parameters and refer to this document for the service parameters to change or adjust the settings.