This is my first post so first of all "Hello!" and thanks for any help in advance. I am currently pulling my hair out with an issue one of my companies is having and it is costing us hundreds of pounds a day at the moment.
About 6 weeks ago we noticed that on some of the colour print outs we do that the black was dropping out. For example where it should have been say 90 percent black it was coming out at 50 percent black. The it would just change back again and be ok. We have a creo CX print server and a Xerox dc700.
We have logged various calls with Xerox and the engineers thought it was the RIP. The rip therefore was reinstalled including Operating system, upgrading all firmware and software on printers and Rip but still the issue persisted.
We started putting a black to white grey scale bar (so that it goes from black to grey to whitein 10% increments) on the top of one of the colour images and you can see when the printer works that the gradation drops steadily in 10% increments. Then randomly it just drops out and it goes from 100% black to 50% grey (rather than 90%) etc. And this happens with the same ripped print job (we are using a nigella Lawson image as we print calendars).
We have tried swapping cables, changing toner, fuser unit, settings on the print jobs. Their just seems no rhyme or reason and it just changes intermittently.Also should have said that if I photocopy the correct print out when the printer is printing things greyer than normal it works which kind of makes me think its the board on the printer that has the Scitex port or something as the creo has been reinstalled and the photocopier is working ok. but that's just my deduction and may be incorrect. it always sounded like a hardware issue to me but the engineers so far have disagreed.
I also have to say that the current Xerox support has been significantly lacking and I don't know how to escalate this issue as it has been going on too long. We are now going in to the printing season.
Our Xerox ref is 3371575
if anyone has any suggestions then please help!!!
Does it only happen on jobs from a particular application?
Does it always happen with those jobs or is it intermittant?
If it was hardware related then I would guess either the 700 interface board or the Creo board. Give the file to a technician and have them try it on another DFE/ 700.
Thanks for the reply Fiery.
What is strange is that when the printer starts printing lighter than it should, if we reboot the printer and creo rip, we get the default test print out of the printer which has nothing to do with the rip and that is lighter too. So in some ways I guess that removes the issue coming from the Rip itself.
Not sure what that could mean!
Thank you for using the Xerox forum.
You have been very patient.
I agree with your following assessment that the issue seems to be Printer related if
"we reboot the printer and creo rip, we get the default test print out of the printer which has nothing to do with the rip and that is lighter too."
I would suggest that you review the following solution.
Light, Faint, or Faded Copies and Prints
If that does not help identify or resolve your issue I would consider contacting technical support at the following link and request that the issue be escalated. Fast Track to the Expert
The machine doesnt print a startup sheet after rebooting. What does the 'default test print' look like? Is it the Creo startup sheet? You can print a machine configuration sheet from the 700 UI to see if its the machine.
thanks. We have already tried the suggestions in the link. ALso when I tried the fast track option and filled in all the details and then chose UK for the coutry it just redirects to a page with telephone numbers for support.
How can I escalate this call in the UK please to an expert?
We have now had this issue for 5 weeks and it is critical that it is resolved as it is costing us hundreds of pounds a day every day this printer is out of commision.