03-02-2017 04:28 PM
If you can believe this, we're still fighting this issue. The tech has replaced a number of parts, including the Second BTR, and the registration transport (the latter was just today). A few days ago, we were miraculously able to do an alignment adjustment on our 100# cover, but it fell out after ten or so sheets. Tech says that once you create a paper alignment adjustment, you shouldn't ever have to redo it unless the machine moves, which hasn't been our experience. Even when everything was working, we found ourselves redoing alignment adjustments maybe once a month or something like that, just any time we started to see front-to-back reg get a little bit off. Today I tried to do an adjustment on the 100# cover, and got the same error message that started all of this off.
Any ideas of what to do? The tech's boss says that if we successfully do an 11x17 profile on the same paper, we should be able to use that for larger sizes because the machine is essentially just blowing it up. But 1) that's not true, because we've tried it and have gotten mixed results, and 2) if that were ever the case, why didn't they train us on that in the first place?
We duplex a lot of 100# cover and we need this machine to be reliable. So far no one has been able to diagnose the problem correctly. What are we missing? Could it be something with the platen? Or the top cover that lowers down on the platen? (The rubber part underneath it is very dirty - could that interfere with getting a good scan? Grasping at straws here.)
03-02-2017 04:59 PM - edited 03-02-2017 05:26 PM
Call your sales rep, explain how long this has been happening and how many times the techs have been on site and it still is not resolved, request a "Specialist" (Not an Analyst) be brought in to resolve the matter or initiate a "Like for Like" (Swap out the printer for another identical one)
Of course if it works flawlessly on another PC (Tech should have tried, specialist absolutely will) then the problem is on your end and Xerox has no stake in the matter and would definitely not replace anything, same would go for the machine move, if they find something faulted due to the move (Assuming Xerox wasn't paid to move it) then again, fault would be on you. The facts are in fact:
1. Worked fine
2. Moved Printer
3. Changed PC
4. SIQA fails
2 and 3 need to be taken out of the equation before an L4L could be considered.
I believe this is a situation where that may be necessary, it is not something to be done on a whim though, but if the machine cannot be used in the way it is supposed to, and nobody can get it fixed locally or at least prove the fault is not the printer, then they need to bring somebody in who can, or swap out the machine.
03-03-2017 11:52 AM
Hi, thanks for your help. Our sales rep is pretty useless, doesn't seem like the kind of person that can make anything happen, if he even still works for the company. But I will keep that option in mind.
The machine moved to a different room in our building. It was about 10 feet, around a corner. The company that moved it was on a list of approved movers given to me by Xerox, so presumably all of those companies are vetted. During the move, the high capacity tray did receive some damage and could not be raised. They fixed it but I'm wondering if the tray is damaged in other ways that is affecting this. However, there are no issues with the tray raising or even in feeding, really. I can feed 1000 sheets right now if I want to, it's just that I can't do an alignment adjustment and even if I manage to get a successful one (rare), it will fall out very quickly. It's not reliable.
I'm going to try some other papers out of the other, smaller trays and see if I can isolate the problem to the high cap tray. I'll also get the tech here again and try to initiate an L4L if that seems possible.
03-09-2017 12:51 PM
I think this is finally fixed, folks.
The culprit was a shaved screw (possibly the wrong since for the hole it's in) that was causing wobble in the registration. The screw was in the main body of the machine that was not easily seen, so even replacing all the parts they replaced, and checking everything multiple times, it had no effect. This wobble threw off the machine's base alignment, which is why it kept seeming to fall out of adjustment, even though you should only have to do a base alignment one time, unless you move the machine. This variance in the base alignment caused fluctuating registration values, which is why sometimes using SIQA worked and other times it didn't. And even if it did work, that adjustment would fall out very quickly. Even doing a manual adjustment and bypassing SIQA didn't work, because the values were so far outside of what it is allowed, I couldn't move the image enough to line up. So the tech put a nut on the bottom of that screw to keep it from moving, so now there's no wobble in the registration. He re-adjusted the base alignment and since then, I have had no trouble with SIQA or any terrible skew. I'm currently rebuilding all of our paper profiles.
I appreciate all the help that folks here gave. I'm hoping that we're in the clear from here on out. Thanks again!