Canon LFP Colortrac Scanners

Colortrac
M + SC
Scanners
Service
Training

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M202213
Canon LFP Colortrac Scanners

Revision History
Please note: This Training Package is subject to change depending on product
improvements or changes to ensure customer needs are supported.

Issue No Date Release details Author

Edition 1 22-01-2013 Draft for Service Support training Eric Janssen
Draft for UK and Ö Service training
Edition 2 06-02-2013 Updated remarks from service support Eric Janssen
training. Conversion to Canon house style.
Edition 3 15-02-2013 Remaining remarks included. Eric Janssen

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Table of contents
Revision History ............................................................................................................................................................................... 2
Table of contents.............................................................................................................................................................................. 3
Training agenda ............................................................................................................................................................................... 4
1. Welcome ..................................................................................................................................................... 5
1.1 Training Manual set-up ................................................................................................................................................. 6
1.2 Final remarks before starting this training ................................................................................................................... 7
2. Preparation ................................................................................................................................................ 11
3. Overview .................................................................................................................................................... 13
3.1 Scanner models.......................................................................................................................................................... 14
3.2 Application software................................................................................................................................................... 23
3.3 Other software ............................................................................................................................................................ 27
3.4 Specifications.............................................................................................................................................................. 28
3.5 Summary .................................................................................................................................................................... 29
4. Installation ................................................................................................................................................. 31
4.1 Previsit......................................................................................................................................................................... 32
4.2 Preparing for an installation ...................................................................................................................................... 33
4.3 Hardware Installation of the Scanner ........................................................................................................................ 34
4.4 Install the touch screen for the Ci / CiC / M / SC ...................................................................................................... 35
4.5 Software installation ................................................................................................................................................... 36
4.6 Scanner Normalization & Stitching ........................................................................................................................... 41
4.7 Final test at end of installation ................................................................................................................................... 43
4.8 Customer Instruction ................................................................................................................................................. 44
4.9 Transportation ............................................................................................................................................................ 45
4.10 Summary .................................................................................................................................................................... 46
5. Operation ................................................................................................................................................... 47
5.1 Consumables ............................................................................................................................................................. 48
5.2 Scanner Cleaning, Normalization & Stitching........................................................................................................... 49
5.3 Copying and scanning ............................................................................................................................................... 50
5.4 Utility functionality & Firmware installation .............................................................................................................. 59
5.5 Media considerations ................................................................................................................................................. 61
5.6 Summary .................................................................................................................................................................... 62
6. Servicing .................................................................................................................................................... 63
6.1 Case 1 ......................................................................................................................................................................... 64
6.2 Dis-assemblies ........................................................................................................................................................... 65
6.3 Parts Catalogue .......................................................................................................................................................... 66
6.4 Electronic part overview ............................................................................................................................................. 67
6.5 Utility – Service functionality ...................................................................................................................................... 68
6.6 Set scanner width ....................................................................................................................................................... 71
6.7 Case 2 ......................................................................................................................................................................... 72
6.8 Troubleshooting Smartworks MFP, EZ Touch and PRO ............................................................................................ 73
6.9 Scan quality issues ..................................................................................................................................................... 74
6.10 Known Problems ........................................................................................................................................................ 76
6.11 Task allocation (discussion Océ versus Canon) ....................................................................................................... 77
6.12 Escalation .................................................................................................................................................................... 78
6.13 Summary .................................................................................................................................................................... 79
6.14 End of this Training .................................................................................................................................................... 80
7. Certification and feedback ......................................................................................................................... 81
Attachment 1: Remote support.................................................................................................................................................... 83

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Training agenda

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Canon LFP Colortrac Scanners - Welcome

1. Welcome
Welcome to the Colortrac Scanners SC +M service training.

Goal:

After this course you will be certified and ready to service the Colortrac scanner systems
related to the SC and M models.

Course Objectives

Course Objectives
At the end of this training you are able to:

 Train features, benefits, target markets and production environments.

 Identify similarities and differences between existing Scanners.
 Train installation of the Scanners.
 Train the setup, calibration and profiling.
 Demonstrate troubleshooting techniques to solve technical issues.
 Create clear escalations to solve technical issues.

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1.1 Training Manual set-up

This training consists of seven parts.

1. Welcome
This is the chapter you are reading now. You are informed about how this service
training is build up and how you can go through the content in the most easy way
[tips, tricks and pitfalls].

2. Preparation
The trainer starts up the training. You get all the documentation and tools available to
go through this training.

3. Overview
Here you will learn which scanners and software is available for our customers.

4. Installation
Here you will learn how to install a Colortrac scanner and the related software. Using
video, questions and real software simulations should make this a challenging
experience for you.

5. Operation (Customer tasks)

It is important to know the basic operation related to scanning on a Colortrac scanner.
Besides typical customer actions on the scanner you will also learn how to use the
Utility software and the Smartworks application. Closed Loop calibration is presented.
You will also learn about consumables on the scanner.

6. Service
In case of any malfunction on a Colortrac scanner you need to know how to fix the
system. Therefore you will learn by performing two cases [malfunctions] how the
scanner functions, how to diagnose and repair it. Finally you will get some additional
information about functionality, dis-assemblies and which parameters influence the
scan quality.

7. Certification and Feedback

You get certification and get the opportunity to give your feedback on this training.

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1.2 Final remarks before starting this training

Underneath you find some information which is useful to have in the back of your mind
during fulfilling this training.

Scanner model used to create this training

All the examples used to explain the functionality of the scanners are made using the
Colortrac CiC, Gx+, M and SC models.

Documentation, Videos, Animations, Simulations

Documentation, Video’s, Animations and Simulations are used in this training to explain
functionality, instructions and operation. They are frequently followed by questions.
Please read the questions first before opening the Document, Video, Animation or
Simulation.

Problem playing videos, animations and simulations

Sometimes you can encounter problems when you play video’s, animations or
simulations.

In the picture some text on

the right side of the page is
missing. Windows gives
two options to get the
entire page:
 1 Maximize (1). This
works ok.
 Drag the window size to
a larger format (2).
This can lead to
strange behavior. For
example the buttons
don’t react anymore.

Conclusion, don’t use the

second method! When
needed maximize the
window!

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Canon LFP Colortrac Scanners - Welcome

Questions

During this training you will be asked to answer questions. The questions are meant to let
you think about the theory or to rehearse what you just learned. No problem if you don’t
know the answer completely or make a mistake.

Answers on the questions can be found in a separate document. Make sure you try to
answer the questions yourself before peeking. It will help to memorize the content of this
training.

Check your answers when you finished a complete chapter. For example: after Chapter 3
Introduction, after Chapter 4 Installation, etc.

Links

Links are indicated in grey with a black border Link. They can be started from this pdf
document by a single mouse click.
 Some of these links direct you to the internet.
 Other links will open another document.
 The last category links direct you to a certain location within this document. They must
not be followed unless you forgot about the subject they refer to!
Tip: Before clicking remember the page where you are to be able to go back.

Links to the Colortrac dis-assembly movies are indicated in light blue with a black border
Link. It is not possible to click them. You have to go to them manually. The movies are
distributed together with the original Colortrac documentation and software.

Green text

Green text always means that you have to perform a task.

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Why this training approach?

The amount of scanners in the field is still quite low. The amount of malfunctions per
machine is expected to be very low. As a conclusion you can see that you will not make
many visits for these scanners. Therefore it is normal that you will forget more and more
knowledge about these scanners. Probably you forget faster than you can build up the
knowledge unless you have enough calls.

We have given you the tools to relearn scanner content in a fast, interactive and hopefully
enjoying way. Our goal is that you can restudy a subject within a few minutes. This
training is therefore mainly about getting an overview of the scanner functionality and
where to find the tools and how to use them at the moment that you need them for a real
call.

We at ITC have created the tools that we think is important for a quick relearn. We hope
this is sufficient. It is however very difficult to see what is happening in the field every day.
So if you think the content of the training is not sufficient or there is a lack of tools in the
TSM, INFORM US!!!

 Please E-mail your feedback to [email protected]

We at ITC will do our utmost to create the right content and guide you in the simplest way
in the right direction. With your daily experience you can generate the tips we need to
reach that goal. Your help is very much appreciated by me and your colleagues.

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Canon LFP Colortrac Scanners - Welcome

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Canon LFP Colortrac Scanners - Preparation

2. Preparation
Get to know each other.

You are about to start with the Colortrac Scanners SC+M service training where you will learn
how to service the Colortrac scanner systems.

Trainer hands out DVD or memory stick. Copy the files from the DVD to your laptop.

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Important note
Do not include the Colortrac Scanners SC+M TrainerVersion.pdf yet. It
contains tips and answers. This is to be used during the training by the
trainer only!
However the technicians will not build much experience because of the
low amount of malfunctions. Therefore hand this document after the
training, so the technicians can use it as a look up document in the field
to relearn a task. Relearning is crucial in getting high performance in the
field when dealing with reliable machines / low experience.

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Canon LFP Colortrac Scanners - Introduction

3. Overview

Chapter Objectives
At the end of this chapter you are able to:

 Recognize the different scanner models

 Place the scanners in the right target markets
 Mention the main characteristics of the scanner systems.
 Identify the differences with older models.

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Canon LFP Colortrac Scanners - Introduction

3.1 Scanner models

You will get an overview of all scanner models. How they look and the main differences
between the models.

Models

You will find six models in the field:

 SC
 M (Canon scanner derived from the SC scanner)
 Ci
 CiC (Canon scanner derived from the Ci scanner)
 Cx
 Gx

Each scanner is sold in three variants (except M and CiC):

m: This stands for mono.
A scanner configured in this way can deliver only black/white output.
c: This stands for color.
A scanner configured in this way can deliver both black/white and color output.
e: This stands for express color.
A scanner configured in this way has a higher scanning speed when scanning in
color than the c version. It can deliver both black/white and color output.

The customer can order an upgrade for his scanner. So he can change his scanner to a c
or e variant. The upgrade is a customer concern. The customer orders and installs the
upgrade.

The M and CiC scanners are delivered as a c version only. They can’t be upgraded.

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SC

The SC model is a CIS

technology based scanner. As
you know CIS works on by
LED’s emitted light and the by
the media reflected light is
measured with
phototransistors.

 An animation will show you how the CIS technology works.

Servicing Principle Lightpath CIS.pdf

The SC model is delivered in two sizes 36” and 42” wide.

The paperpath is straight [see

picture]. You have to feed the
media face up and it will leave
the scanner at the rear or front
side [depends on setting].

To clean the scan area you can

open the top lid.

 An animation will show you how the paper path functions.

Servicing Principle Media Feed M-SC.pdf

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The M model is in fact the same as an

SC model. The only difference is that the
scanner is configured to work together
with an iPF printer and a multitouch
screen. The configuration is set in the
factory.

A system like this is called a MFP [Multi

Functional Printer]. Although the
scanner and Smartworks MFP
application are Colortrac products, you
can consider the M as a Canon product.

The M scanner and Smartworks MFP

version 3 are developed by Colortrac in cooperation with Canon.

The M model is delivered 40” wide only.

The MFP system exists of:

 Stand
 Colortrac M scanner
 Multitouch screen
 PC
 iPF605, 610, 650, 655, 710, 750, 755, 760, 765, 815 or 825
 Smartworks MFP application version 3

The PC is supplied by the customer. This PC is not serviced by Canon/Océ.

 An introduction movie shows you some things worth knowing:

MSeriesIntroduction.wmv

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Ci

The Ci model is a CIS based

scanner.

The Ci model is delivered in two

sizes 24” and 40” wide. So far
only the Ci 40 is sold by Canon.

The model name is build up in a

logical way. For example Ci 24e:
 Ci = Model type [Visible on the colored edge of the top lid]
 24 = 24” [Visible on the colored edge of the top lid]
 e = express color [Not visible in the name on the top lid cover, because it depends on
the variant software]

The paper path is following

a 180° turn. Meaning you
have to feed the media
face up and it will leave
the scanner at the front
side [see picture].

To clean the scan area you

can open the paper path
[clamshell access].

 An animation will show you how the paper path functions.

Servicing Principle Media Feed Ci.pdf

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CiC.

The CiC model is in fact the same as a Ci

model. The only difference is that the
scanner is configured to work together with
an iPF printer and a touch screen. The
configuration is set in the factory.

A system like this is called a MFP [Multi

Functional Printer]. Although the scanner
and Smartworks MFP application are
Colortrac products, you can consider the CiC
as a Canon product.

Smartworks MFP version 2 is developed by Colortrac in cooperation with Canon.

The CiC model is delivered 40” wide only.

The MFP system exists of:

 Stand
 Colortrac CiC scanner
 Touch screen
 PC
 iPF710, 750, 755, 815 or 825
 Smartworks MFP application version 1 or 2.

The PC is supplied by the customer. This PC is not serviced by Canon/Océ.

 Finally have a look at the following video which completes the

introduction of the Ci scanner:

Introduction Ci.pdf

Attention
The Ci model can be changed to a CiC model by overwriting the machine
firmware with the CiC firmware. There is no possibility to do this the other
way round. A CiC model can only be changed to a Ci model at the cost of a
main board replacement!

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Cx & Cx+

The Cx model is a CIS based scanner

too.

The Cx model received a small

redesign in the second half of the year
2009. The redesigned model is called
Cx+. The differences between the two
models are very small:
 The silver strip at the
front of the top lid became white
(visible in picture).
 Gas pistons which also creates a difference in the CIS mounting bracket.
 The magnetic paper tray with the paper guide (visible in picture).

The Cx models are delivered 40” wide only. The model name is build up in the same
logical way as the Ci scanners.

The paper path is straight

like the CS4000 scanners.
You have to feed the media
face down and it will leave
the scanner at the rear side
[see picture].

To clean the scan area you

can open the top lid.

 An animation will
show you how the
paper path
functions.

Servicing Principle Media Feed Cx+.pdf

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Canon LFP Colortrac Scanners - Introduction

Gx & Gx+

The Gx model is the Colortrac

model based on CCD technology.

Like the Cx model also the Gx

model received a small redesign
in the year 2009. The redesigned
model is called Gx+. The 2009
redesign gave the Gx+ LED
illumination where as the Gx has
TL illumination. TL stands for Tube Luminescent also known as Fluorescent lamp.The
advantage of LED is less power consumption and because LED lasts scanner lifetime, the
LED’s do not need to be replaced anymore like with TL. Another redesign in 2011
eliminates the camera adjustment after replacing a camera board. The name remains
Gx+.

The Gx model is delivered in three sizes 28”, 42” and 56” wide. So far only the 42” variant
is sold by Canon.

The Gx model is also delivered as GxT model. The T stands for Thickness control [realizes a
variable height of the feed opening]. The GxT model can handle originals up to 20 mm
where as the Gx model has a maximum of 2 mm.

The model name is build up in a logical way. For example GxT 28c:
 Gx = Model type [Visible on the colored edge of the top lid]
 T = Thickness control
 28 = 28” [Visible on the colored edge of the top lid]
 c = color [Not visible in the name on the top lid cover, because it depends on the
variant software]

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The paper path is

straight like the Cx.
Actually you will see
much conformity
between Cx and Gx
paper path. You have to
feed the media face
down and it will leave
the scanner at the rear
side [see picture].

To clean the scan area

you can open the top
lid.

 An animation will show you how the paper path functions.

Servicing Principle Media Feed Gx+.pdf

 Finally have a look at the following video which completes the

introduction of the Gx+ scanner:

Introduction Gx+.pdf

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Currently sold Models

The Cx+ and Gx+ models are the successors of the Cx and Gx models and thereby the Cx
and Gx are no longer sold anymore.

The Cx+ models are out of stock since the end of 2011.

The Ci and CiC models are almost out of stock and no longer produced. Expectation is that
these models will be sold until December 2012.

Conclusion is that the models Gx+, the SC and the Canon variant M are and will be the
remaining models sold now and in the future. The Gx+ is sold 42” wide with or without T
option. The SC is sold 36” and 42” wide. The M is sold 40” wide only.

2006 2009 Jan 2013

Ci 40 Scanner SC 36 scanner

SC 42 scanner

20 11

CiC 40 MFP M 40 MFP

Cx 40 Scanner Cx+ 40 Scanner

Gx 42 Scanner Gx+ 42 Scanner

Above picture does not count for the Japanese market.

At this moment the highest population in the field is composed of Ci and CiC scanners.
This will slowly move to the SC and M scanners. So most service visits will concern these
scanners.

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3.2 Application software

You will see different versions of the application software at the customers. The currently
sold application software is called Smartworks. Also some application packages sold in
the past are still used by customers.

Smartworks

Smartworks is delivered in three variants:

 Smartworks MFP (or Smartworks EZ Touch)
 Smartworks EZ Touch Plus
 Smartworks PRO

Smartworks MFP

The M40 is delivered with Smartworks MFP Version 3 and a 22”multitouch screen.
Operation is quite basic and thereby very user friendly.

Smartworks MFP is the Canon version of Colortrac’s Smartworks EZ Touch. The

functionality of both applications is in majority the same. A few settings are different and
the layout is a bit different.

A M40 scanner will only work together with Smartworks MFP V3. Smartworks EZ Touch
and PRO can not be used.

imagePROGRAF Direct Print & Share

Main changes in Smartworks MFP version 3 are the improved layout and cloud
connectivity through Canon imagePROGRAF Direct Print & Share software.

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Smartworks EZ Touch plus

Smartworks EZ Touch plus is actually the same program as Smartworks EZ Touch.

Smartworks EZ Touch plus is a paid option. The customer pays for a dongle. By inserting
the Dongle extra options become available:
 Scan to USB can be disabled for customers who don’t allow to work with memory
sticks.
 Scan editing tools
 User definable presets
 Full control over White and Black point.

These options are also available in Smartworks PRO, however Smartworks PRO contains
many more options and settings then Smartworks EZ Touch plus.

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Smartworks PRO

For the SC, Ci, Cx and Gx models a customer can choose between Smartworks EZ (Touch)
or Smartworks PRO. Smartworks PRO is a program with advanced functionality options.
Depending on the license bought, the customer gets:
 Scan functionality
 Copy functionality
 Scan & Copy functionality

As you can see, the user interface looks different then Smartworks MFP. The main reason
for this is that Smartworks PRO has more settings/possibilities then Smartworks MFP. This
makes scanning with Smartworks PRO very flexible. Smartworks PRO is designed for the
professional user.

Smartworks PRO can be installed and used

without license. It will work in demonstration
mode. Every scan and print will get a
watermark [see picture].

A dongle will make the license active. To be

able to use the dongle a HASP driver needs to
be installed.

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History

The applications developed over the years. Underneath you find a schematic overview of
the application names in chronological order.

SmartLF All In One Smartworks EZ Smartworks EZ Touch

Smartworks MFP 1 Smartworks MFP 2 Smartworks MFP 3

(Canon only) (Release March 2012) (Release Jan 2013)

ScanWorks
+ CopySmart Smartworks PRO

In this training you will learn to work with the Smartworks MFP and PRO applications.

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3.3 Other software

Utilities

All models use their own utility: Ci, CiC,

M, SC, Gx, Gx+. The utility for the Cx &
Cx+ is combined in one program.

The function of the utilities is to find or

set several settings, adjust
normalization and stitching and
upgrade the firmware.

The utilities are used by the customer

as well as the technician.

The utilities come as a separate

program except for the MFP scanners. When installing the MFP software, also the utility
will be installed.

Model upgrade

The customer can order an upgrade for his scanner. So he can change his scanner to a
higher level variant (faster, color). This was a separate program for the Ci, Gx and Gx+.
This function is now integrated in the SC utility.

The M model cannot be upgraded.

Reset flash program (SC configuration.exe)

Is a program needed to set the scanner

width after replacing the main board in an
SC or M scanner. A similar program is
available for the Ci scanner.

Note: You can set a non existing width

(example 36” on an M scanner). The result
is that the application software will not
recognize the scanner anymore!

Set MAC address

Since the M and SC scanners don’t have an ethernet connection, a MAC address does not
need to be set after replacing the main board. This program is only available for previous
model Ci.

Plotworks

Plotworks is a program to perform service tasks on the Gx & Gx+ only.

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3.4 Specifications
Assignment together: Create a list of important scanner differences.
Then in a discussion you try to find out which scanner to sell in which market / for which
customer needs (Ci, CiC, M, SC, Gx+).
Use the information from:
 the previous chapter
 Smartworks MFP V3 specs: SmartWorks MFP V3 Readme.txt
 what you already know from the past
 document Colortrac Quick Guide Ci CiC SC M Gx+ 2012-12-10.xlsx

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3.5 Summary
Checkpoint

 First check your answers before reading the summary.

When you found you gave the wrong answer on a question please consider going back to
the documents to find the place that describes the right answer and restudy that part.

Summary

You have been introduced to the Colortrac scanners. You should have a good idea of the
scanner models, the available application and other software. You also should have a
general understanding of how the scanners function (more detail will follow during the
remaining part of this training).

You have been introduced to a few documents. During the following chapters you will see
more documents. In this way you learn the structure of the documents and when to use
which document.

This ends the introduction chapter of this training. In the next chapter you will learn how
to install a Colortrac scanning system.

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Canon LFP Colortrac Scanners - Installation

4. Installation

Chapter Objectives
At the end of this chapter you are able to:

 Perform a previsit
 Install the Colortrac scanners
 Install the application software
 Perform a user instruction

In this chapter you will experience how easy it is to install a Colortrac scanning system.

In an interactive way you will experience how service friendly an installation can be
executed, the scanner hardware as well as the Smartworks application software. You will
finish the installation with a short customer instruction and a functional system check.

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4.1 Previsit
Before installing the scanner or multi functional a check must be made if the customer
fulfills to the required placement conditions.

Answer the following questions. Use the:

 M series MFP Install and Service Guide 12-9.pdf
 M40 Stand Instructions.pdf
 Preinstall Checklist Colortrac V2.pdf

1. Can you mention any items that must be checked?







2. Which items should you be aware of in respect to safety?







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4.2 Preparing for an installation

The flowchart shows the logical sequence for a scanner
installation. Hardware installation:
Scanner

The customer can do the installation of a Colortrac scanner

themselves or you do the installation when it is part of the
contract.
Monitor installation
You will need a mouse and keyboard in case a touch
screen is part of the configuration.

The M and SC scanners are provided with USB 3 Software installation

connection. The PC provided by the customer may contain
USB 2 or 3. It works both. Of course USB 3 will provide
faster scanning.
Normalization &
Attention: Stitching
 The scanners are not compatible with the Etron USB3
motherboard chipset.

Final Test

Customer Instruction

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4.3 Hardware Installation of the Scanner

Below you will learn how to install the Colortrac Gx+ scanner hardware.

 Please watch the videos showing you what you need to do in the M
installation steps:

Note:
 Remember to maximize the videos instead of dragging the edges of the window. See
also explanation: .

Step: Preparation
[Unpacking]
Not available

Step 1:
Assemble the Stand

Step 2:
Assemble the
Monitor Stand

Step 3:
Assemble the
Scanner & Monitor

Step 4: Not available

Connect & Power on

 Spend a minute having a brief look at the document

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4.4 Install the touch screen for the Ci / CiC / M / SC

How do you install the touch screen? (Not necessary
when using Smartworks PRO.)

The packaging contains a detailed installation

instruction. Below you find an overview of the
installation:
 Mount the touch screen to the bar delivered with the
MFP system.
Notes:
 The PC is delivered by the customer.
 The PC must run on Windows 7.

 Connect the cables from the touch

screen to the PC:
 Power Supply Cable
 VGA Cable
 USB Cable (Touch screen input)
 Connect a keyboard and mouse
temporarily to be able to install the
software for the touch screen.
 Leave the scanner disconnected.

 Start the PC.

 Install the touch screen driver. The driver is delivered with the touch screen on a
separate CD.
 Choose the correct connection for your touch screen during installation. The software
offers:
 PS/2 (Don’t activate)
 RS232 (Don’t activate)
 USB = Correct option for the screen delivered with CiC system.
 Calibrate the screen (4 point calibration). The
screen will be sensitive for your way of touching
it.

 Activate the on screen keyboard.

After the touch screen installation you can start the Smartworks MFP software installation
as described in the next chapter. For ease of MFP installation you keep the keyboard and
mouse connected.

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4.5 Software installation

The software

The third step in the installation process is the software installation.

SC

With an SC scanner all Smartworks software is

delivered free of charge. The CD contains:
 Drivers for USB
 SC Utility software
 Smartworks EZ Touch plus
 Smartworks PRO
 User Instructions

The CD will install all software in one go.

Smartworks EZ Touch will not show the plus options

since no dongle is delivered, unless separately
ordered.

Smartworks PRO will only work in demo mode

since no dongle is delivered with the scanner unless the customer ordered Smartworks
PRO separately.

The older version of the MFP software runs on Microsoft .NET software. MFP version 3
does not need this software anymore.

Smartworks MFP is used in combination with an M scanner, Canon iPF printer and touch
screen. The Smartworks MFP application has the same user interface and functionality as
Smartworks EZ Touch. The M scanner will only function in combination with Smartworks
MFP version 3. The MFP installation CD will install:
 USB drivers
 Smartworks MFP Version 3
 M series Utility

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The installation of Smartworks MFP

Before installation can take place, the customer needs a PC with the appropriate
specifications. Customers normally take care of the PC themselves. The minimum PC
specifications are mentioned in the chapter .

The scanner connects to the PC on a USB 2.0

or 3.0 port. Since USB2.0 is standard on all Attention
PC’s a customer might need to buy a new PC
or an extra PCI Card supporting USB 3.0, if The scanners are not compatible
the customer wants the benefit of the higher with the Etron USB3
speed. motherboard chipset.

Installing from CD is the easiest way. All

software will install automatically in the correct order. Smartworks MFP version 2 and 3
can be installed on the same PC.

The utility is necessary for the data flow between scanner and PC (M and SC scanners
only). Installing the Smartworks software and USB driver is not enough to get the scanner
to work. The installation order for some items is critical:
1 M series USB-Driver: Before connecting the scanner to the PC.
2 Smartworks MFP V3 Before installing M series Utility.
3 M series Utility After installing Smartworks MFP.
4 Change printer settings Before starting the MFP application.
5 Connect scanner to PC After installing the USB Driver.

Note
Smartworks will not recognize the scanner when connecting the
scanner before installing the utility and USB driver.

 A simulation will help you practice to install the Smartworks MFP

software:

Installing Smartworks MFP on your own laptop will not work perfectly. The Smartworks
MFP window only adapts to two monitor sizes: 17” 4:3 and 22” 16:9. This means that
you will not be able to see the entire Smartworks MFP window on your screen.

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Windows 7 behavior

Many Windows 7 systems are configured in such way that the user has less rights then an
administrator. Installing new software will not be possible unless the user uses the ‘Run
as administrator’ command [see picture]. Installation from CD will try to install multiple
programs in one go. The ‘Run as administrator’ command will not work properly when
installing the Colortrac software from CD!

Always log on in Windows 7 [also XP and Vista] as Administrator!! The software will not
install with less rights.

In Windows 7 you can also install each program / driver one by one. Also in case of
malfunctions this might help creating a solution.

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The installation / activation of Smartworks PRO

Smartworks PRO is installed together with

Smartworks EZ Touch.

Smartworks PRO offers full functionality

without a license, although with a handicap.
Every scan and print contains a watermark.
[see picture].

Smartworks PRO is a payable option and

thereby needs protection against illegal use.
Inserting a dongle will make the license active
and thereby hide the watermark.

When a customer orders Smartworks PRO, he receives the dongle, a CD containing

Smartworks PRO and IT8 target in one package. To be able to use the dongle a HASP
driver is needed.

 A simulation will help you practice to install the software.

3. Which software modules did you notice installing during previous animation?






4. What is true?
A: It is necessary to run and install the software from the CD that comes with the
dongle [paid for].
B: It is enough to plug in the dongle and use the software already installed from the
CD delivered with the scanner [free software]?

This completes the installation process of the Smartworks PRO software.

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Installation on your laptop or workstation

It is useful to have the software installed on your laptop. You can connect the scanner at
the customer site to your laptop and use Smartworks and the utilities as test tools.

Is the software already installed on your laptop? Then skip this step. The installation will
take approximately 15 minutes.

 Install on your laptop:

 USB Drivers M and SC scanner.
 The M and SC utilities.
For the M utility you will need to install MFP V3 (Note: Win 7 only!).
 Smartworks EZ Touch.
 Smartworks PRO (copy of the original CD).

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4.6 Scanner Normalization & Stitching

The fourth step in the installation procedure is to execute scanner calibration. Colortrac
calls this Normalization & Stitching.

For the M and SC scanners Normalization and Stitching works in the same way as for the
Ci and Gx range of scanners. Since the M and SC scanners have Single Sensor technology
there is however less need of doing the stitching adjustment. The single sensor unit is
developed in such way that the separate CIS units have almost no tolerance on their
positions in the unit. Also temperature has less influence.

Therefore the utility has been slightly changed. Normalization is still on the main page
(Calibrate button). Stitching can be found when you click the utility button and then the
diagnostics tab (a bit hidden function).

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How do you perform Normalization and Stitching? What is Stitching actually doing?

 Two simulations will help you understand:

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4.7 Final test at end of installation

The final test is the fifth step in the installation procedure. By making a copy, the customer
[or you when the customer pays for installation] can test if the copying system is
functioning.

The chapter in this training contains copy and scan exercises, so you can practice using
the Smartworks MFP, EZ Touch and PRO software.

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4.8 Customer Instruction

The last step in the installation procedure is the customer instruction. When the customer
pays for an installation you also need to give the customer a short explanation of the
scanner maintenance and operation. The instruction takes 15-20 minutes.

 Have a look at the enclosed checklist.

Quick Start Guide M-SC V2.pdf

5. Which of the below items are part of the customer instruction (Three answers)?
A Show consumables.
B Explain how to perform a closed loop calibration.
C Demonstrate a copy.
D Explain how and what to clean.

Note
When the customer wants more instruction he needs to contact his
supplier (Canon or Canon reseller). This extended instruction is not your
responsibility.

This finalizes the installation of the Colortrac M and SC scanners.

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4.9 Transportation
The scanners have only one transport protection. This is a foam sheet between the glass
plate and the rollers. This is of course to protect the glass plate.

The M and SC scanners have an extra protection. The top lid lock levers contain two
locking positions.
 Push the top lid one click:
When the foam sheet is between the glass plate and rollers. Transportation position.
 Push the top lid two clicks:
When using the scanner in operation.

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4.10 Summary
Checkpoint

 First check your answers before reading the summary.

When you found you gave the wrong answer on a question please consider going back to
the documents to find the place that describes the right answer and restudy that part.

Summary

You have seen how to install the Colortrac scanners and software. To make use of
Smartworks EZ Touch and full functionality of Smartworks PRO a customer needs to install
two software packs (two CD’s). Sometimes an extra printer driver needs to be installed
when the customer uses internal printer drivers. Internal printer drivers have the benefit of
a better color calibration. How to calibrate is explained in the next chapter.

When you do the installation, at the end calibrate the scanner (Normalize) and make a
test scan. You can do this together with the customer and at the same time explain how
to use the software to calibrate and make a scan as part of the customer instruction.

You used some videos and simulations to learn several aspects of the installation process.
They are especially attached to this training for reuse in the field. We expect that you will
rarely do an installation. We hope that the videos and simulations help you in relearning
how to do an installation just before you need to do an installation.

This ends the installation chapter. In the next chapter you will learn how to operate a
Colortrac scanning system.

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5. Operation

Chapter Objectives
At the end of this chapter you are able to execute typical user actions
on the Colortrac scanners:

 Replace consumables
 Cleaning
 Copying
 Scan-to-file, USB, e-mail.
 Scan to the Cloud
 Print from the Cloud
 Closed Loop Calibration
 Firmware installation

In order to help a customer, on site or at the helpdesk, it is important to know the typical
operator actions related to copying and scanning on the Colortrac scanners. This includes
how to use the utilities program and Smartworks.

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5.1 Consumables
The consumables are:
 Calibration Target
 Glass
 Hold Up Roller
 IT8 card (Smartworks PRO only: SC scanner)

The calibration target can be ordered by the customer.

A pair of video’s show how to change the glass and the Hold Up Roller.

 Watch the video’s:

MSeriesSensorGlass.wmv

MSeriesHoldUpRoller.wmv

Both movies are also available for the SC scanner.

Note:
The new Hold Up Roller Bracket in the M and the SC scanners are modified (no sample
yet). The bracket did not function well. The modification will be delivered to Canon from
scanner nr 1 for both models.

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5.2 Scanner Cleaning, Normalization & Stitching

Normalization & Stitching works the same as for the older scanners. The difference is that
the single sensor unit is much more stable then the CIS units and CCD camera’s, which
means that stitching hardly needs to be carried out anymore.

The items that need regular cleaning are mentioned in the customer instruction (see
chapter installation). Colortrac made a movie about this subject.

 Watch the video:

SCScannerCleaning.wmv

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5.3 Copying and scanning

You have seen that Smartworks MFP, EZ Touch and PRO install in one sequence when
installed from CD. The user interfaces of the applications look different but contain the
same basic functionality. Smartworks PRO however contains more advanced functionality
compared to Smartworks EZ Touch and MFP.

Some things worth to know about M and SC scanners

 Speed comparison:
 USB3 data speed about 25 MB/s at 400 dpi / 42” original / scan speed 6”/s. At 600
dpi there is a risk the scanner will need a scan pause to get rid of the data. At 1200 dpi
pauses will definitely happen. The pause is sometimes visible in the scan result.
 USB2 data speed about 2,5 MB/s at 200 dpi / 42” original / scan speed 6”/s.
 MFP V2 and V3 have automatic update via internet.
 Preview is at 100 dpi. Becomes visible when you start zooming in. Advantage: Editing
goes faster.
 Passwords:
 A customer can set a password for Smartworks MFP Settings. A generic password in MFP
V2 and V3 will reset the customer password: SmartWorks.
 To reset the user password for Smartworks EZ Touch settings: Delete both .ini files in:
<drive>:\Users\<user>\AppData\Local\Smartworks EZ Touch.

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Basic operation in Smartworks MFP

Assignment:
 Main page: Make a copy / scan / print with different presets (same original). Compare
the results on color. Make sure the preview is enabled. It will show the editing
functions.
 Go to Advanced Copy. Try each button and make copies if you want.
Press the help button to read about these functions.
 Define your own preset.
 Do the same for Advanced scan and Advanced print.
Here you will also find Scan to the cloud and Print from the cloud. When you make a
scan you will be directed to iPF Direct Print & Share application.
Username: xx - Password: yy Ask your trainer.
 Go to Settings and look what is underneath the three Preferences buttons.
Figure out the function of each setting.
Create a password and remove it again. See ‘Some things worth to know about M and
SC scanners’.
 Put all settings back to default.

The applications will be discussed centrally after you played with each scanner
configuration. You can always ask questions if you need help to understand certain
functions.

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Basic operation in Smartworks EZ Touch

If you have a dongle, enable EZ plus.

Assignment:
 Copy tab: Settings are the same as Smartworks EZ / MFP 1. Choose a printer. Make
your settings and print. Use different Document types (same original) and compare
the results on color.Make sure the preview is enabled. It will show the editing
functions.
 Scan tab: Same story as the copy tab. Disable Scan to USB (memory stick). Some
customers don’t allow memory sticks.
 Print tab: Select file and printer. Make a print.
 Go to Settings and look what is underneath the three Settings buttons. Figure out the
function of each setting.
Create a password and remove it again. See ‘Some things worth to know about M and
SC scanners’.
 Put all settings back to default.

The applications will be discussed centrally after you played with each scanner
configuration. You can always ask questions if you need help to understand certain
functions.

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Basic copying in Smartworks PRO

 A simulation shows you the basic copying functionality using Smartworks

PRO:

Operation Make Copy PRO.pdf

6. Why do you choose a preset?

7. After scanning the original, how can you see printing has started?
A Smartworks PRO will inform you when printing has finished.
B The Windows printer driver will ask to make print settings.
C Smartworks PRO will show printing progress in its printing window.
D The status monitor shows printing progress.

Driver choice in Smartworks PRO

You have already seen that Smartworks PRO can make use of two different printer drivers.
Below you see the reasons why:

 Windows driver
 Any locally installed Windows printer driver can be used.
 Scan first then print principle introduces waiting time. But the Windows driver is faster
then the internal driver: Faster below 300 dpi.
 Paper size must be set manually.
 Color management: Original printer ICC profiles and a standard Colortrac scanner profile
for the used scanner model.
 Perfect for CAD drawings or when speed is preferred above quality.
 Internal driver
 Printers are limited to installed internal drivers.
 Printing starts before scanning has finished: Faster above 300 dpi
 Paper size setting adapts to original.
 Color management: Closed Loop Calibration and ICC profiling (See next page).
 Perfect for high quality.

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Closed Loop Calibration in Smartworks PRO

When a customer makes a copy of an

original, he expects the same colors on the Important
copy as on the original. Copies with the best Always make sure normalization
color reproduction are achieved when a
‘Closed Loop Calibration’ is performed. and stitching is performed first!

 You can learn how to do this through the simulation.

Operation Closed Loop Calibration.pdf

8. Why do you need to position the red reference markers over the black target corners?

9. How many times do you need to perform the closed loop calibration?
A Three times. For every print quality mode a profile must be created.
B For every media type and print quality mode used by the customer.
C Every possible media type and print quality mode must be calibrated.
D Only once. The profile created can be used for all media types.

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Access to left and right settings panel Smartworks PRO

If your screen of your laptop is

less high then needed for the left
or right settings panel, then a
part of the panel will disappear.
You can scroll with help of the
arrows at the bottom or top
[indicated by the red frames].

This information can be useful

when performing the
assignment on the next page.

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Scan-to-file in Smartworks PRO

You saw already

how to make a
copy with
Smartworks Pro.
Actually making a
scan is very similar
to making a copy.

The main
difference is
choosing a
filename for
saving. The
filename can be
generated by the
application or
chosen manually.

Interesting for you

is to play a bit with
an already scanned image. With this document you also found a few pictures in the
learning portal. Now load the lady in Smartworks PRO.

 Start Smartworks PRO.

 Choose for: Scan (This choice occurs because you don’t have a dongle).
 Load a picture: In the menu select: File → Open and browse to your
picture. Do not select an input profile.
 In the right side settings panel select: Current Image

You should now have the same window as shown above. The scan button is grey
because there is no scanner attached. Subsequently you can’t change scan settings (left
side panel).

 Enlarge the picture and drag it until you only see

the ladies right eye (see picture on the right).

10. How do you zoom in on the right eye (two answers)?

A Click on the icon: loupe with 1:1 symbol.
B Move your mouse on the picture and rotate the scroll wheel.
C Click on the icon: loupe with + symbol.
D Click two points in the picture and press enter.

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11. How do you move to the right eye in the enlarged picture (two answers)?
A Move your mouse pointer into the picture.
Move your mouse with the left mouse button pressed.
B Use the arrow keys on the keyboard.
C Move your mouse pointer into the blue rectangle in the thumbnail.
Move your mouse with the left mouse button pressed.
D Left click on the right eye in the thumbnail.

 Play with the other functions, like:

 Crop
 Rotate
 Mirror
 Deskew
 Etc.

Thresholding in Smartworks PRO

Important to know is what ‘Thresholding’ can do for your image.

 Prepare to make a scan: Connect the SC scanner.

 Preset: BW CAD ORIGINAL.
 Make a scan.
 Change the threshold in the preview (edit function).
 You can also try some other functions from the list above.

Limitation within files (not related to Smartworks applications)

 Tiff file size limited to 4 GB

 Jpeg in Photoshop up to CS3 30,000 px After 64.000 px in both directions.
 PDF from Smartworks is Tiff or Jpeg enclosed in PDF. A PDF containing text, fonts,
vectors, movies, etc. can’t be opened with Smartworks.
 The length of a PDF generated by Smartworks could be a limitation to open in Acrobat
(depends on Acrobat version, around 200”).

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Batch scanning in Smartworks PRO - Multiple page tiff or pdf

Batch scanning will automatically scan multiple originals and save each scan individually.

12. How do you enable batch scanning in Smartworks PRO (use the help function if you
don’t know)?



Afterwards you can create a multipage document out of these scans and add other tiff or
pdf files inbetween.

13. How do you create a multipage document with Smartworks PRO (use the help
function if you don’t know)?






Note
A multipage document added to a new multipage document will not
work. Only the first page of the multipage document will be taken!

Some things worth to know

 Smartworks EZ Touch and MFP are using the sRGB workspace only. You can’t set a
monitor profile in the applications. So what you see is not always what you get.
 Smartworks PRO let’s you work with a monitor profile. So WYSIWYG (when the
monitor profile is good).

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5.4 Utility functionality & Firmware installation

This chapter will teach you how to operate the utility and all its functionality and how to
upgrade the scanner to a higher variant.

Utility operation & functionality

Each scanner type has its own utility. However their functionality is almost the same. The
Ci utility is used to explain its functionality because it contains the functionality of all
utilities combined.

The utilities are installed on the customers PC. The customer can use it as well as you. You
however have the possibility to start it in service mode. The extra functionality is explained
in the chapter Servicing.

 The functionality of the utility is explained in the simulation.

Operation Utility Ci-Gx+.pdf

 Start the SC utility and explore.

 Start the M utility and explore.

Firmware installation

You saw how to update the firmware of the scanner in the last simulation about the utility
operation.

14. Firmware updates can only be performed by service!

A True.
B False.

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How to upgrade the scanner

15. Every scanner model (except the M scanner) has three variants. The cheapest
scanner is the m (mono) variant. Can you remember the other two (Two answers)?
A q.
B s.
C e.
D c.

The customer can order an upgrade for his scanner. So he can change his scanner to a
higher level variant.

The upgrade is a customer concern. The customer orders and installs the upgrade. When
a customer asks about it, you can point out the main steps:
 The customer needs to start the SC utility. Click the Utility button and select the
‘Scanner Upgrade’ tab.
 Fill in serial number and requested model. This will generate a file.
 The customer sends the file to his supplier (Canon, Distributor).
 The customer receives a special patch from his supplier. The patch must be uploaded
to the scanner [double click the patch].

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5.5 Media considerations

The installation and operating manuals of the Ci, Cx+ and Gx+ show some media
considerations. The M and SC documentation do not give these tips. Have a look at below
questions. Maybe you know the answers from experience.

16. When scanning a double sided original. What can you do to prevent that the back
side is scanned too?


17. When scanning a very thin original (low stiffness). What can you do to prevent the
original will be creased when fed through the scanner?


18. When a wallet is used. How do you best feed the wallet into the scanner?


19. When the original is creased. Which scanner model gives the best result from the
following types: Ci, CiC, Cx+, Gx+, M, SC?

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5.6 Summary
Checkpoint

 First check your answers before reading the summary.

When you found you gave the wrong answer on a question please consider going back to
the TSM to find the place that describes the right answer and restudy that part.

Summary

You have experienced how to operate the scanners. You should be able to explain the
customer standard maintenance actions like cleaning and calibration. You also learned
how to operate Smartworks MFP, EZ Touch and PRO.

The utility is a tool used by the customer and by the service technician. The additional
service functionality of this tool is explained in the next chapter.

The scanners have very few consumables which can be replaced by the customer. A few
other parts, also called consumables, can only be replaced by service (timing belts, etc.
see introduction movie).

Media is sometimes hard to scan. Therefore you have seen some nice tricks to scan a
double sided, thin, creased or transparent original.

Besides that you are able to operate the scanners you also learned a bit more about the
functionality and possibilities of the scanners.

Again you used the documentation, videos and simulations to learn several aspects of the
operation. Because the Colortrac scanners are very reliable, you will not see them very
often. So you need to rely on the documentation and materials handed out. We think it is
extremely important that you remember what materials are available, for relearning parts
of the scanner (operation, etc.) just before doing an installation or solving a malfunction.

This ends the operation chapter. In the next chapter you will learn how to service a
Colortrac scanning system.

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6. Servicing

Chapter Objectives
At the end of this chapter you are able to:

 Troubleshoot the Colortrac scanners.

 Know how the scanner functions.
 Know how to use the utility.
 Solve scan quality issues on a basic level.
 Understand scan quality limitations.
 Know when to escalate.

You will receive an overview in this chapter about solving scanner hardware and
application problems. At a certain point you need to escalate the problem to the helpdesk.

In order to diagnose and repair a Colortrac scanner, it is important to know things like:
 Special issues when replacing parts.
 Adjustments.
 How the scanner functions. This will help you making the right diagnosis when
troubleshooting is needed.
 Where to start with your diagnosis and how to proceed. Here you make use of the
Trouble Shooting Guide. Sometimes you need to escalate the problem.
 Scan quality issues.
 Known problems.

Note
The Colortrac scanners do not contain any form of Service Diagnosis system.
This means that you can’t perform any tests and no error codes or error
messages will appear. The only way to solve a scanner problem is by looking at
scan quality samples and search for symptoms.

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6.1 Case 1
Please solve the problem.

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6.2 Dis-assemblies
The service manual contains all the dis-assemblies in instruction form. Some of these dis-
assemblies are available as a video. You can find them in the documentation package you
received from your trainer.

 Let’s have a look at these dis-assemblies.

M EXT TSM > MSeriesSingleSensorCISAssembly.wmv

M EXT TSM > MSeriesControlBoard.wmv

Pencil

M EXT TSM > MSeriesMainBoard.wmv

Backup your settings according the Backup-Restore Form. See the Utility explanation a
few chapters later.

M EXT TSM > MSeriesMicroswitch.wmv

M EXT TSM > MSeriesPaperSensorsandPinchRollers.wmv

M EXT TSM > MSeriesDriveRollers.wmv

M EXT TSM > MSeriesTimingBelts.wmv

M EXT TSM > MSeriesMotor.wmv

M EXT TSM > MSeriesLidAssembly.wmv

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6.3 Parts Catalogue

Open the M series parts catalogue.

Spares can be ordered. Parts can’t be ordered!

How to check that you have chosen the right spare? Open the parts catalogue. Together
with the trainer look how to check.

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6.4 Electronic part overview

Control

The control is build up of three main components.

Main board.
The main board is the heart of the scanner. It controls motors, lamps and sensors, does
image processing, and takes care for all input and output activities.

Control board
The control board is the interface between the user and Main board. It is also used as an
interface between the Main board and all media sensors and top lid switch.

Single Sensor unit

The Single Sensor unit contains the LED’s, Light guides, Rods and Sensors (see Servicing
Principle Lightpath CIS). The digital output data is read by the Main board.

Power Supply

The power supply is an external type. Output is 19V.

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6.5 Utility – Service functionality

Utilities M - SC

These are the two service pages in the utility of the M and SC scanners.

The password is p107. Write down the values before replacing a main board.

Backup / Restore

You have seen that the utility contains a lot of settings. A digital backup is not possible. A
Restore form is available. Print it and fill it in with the correct data after each visit when
changes have been made.

 Have a quick look at the Backup/Restore form.

Backup-Restore Form V1.pdf

On the next pages you will find information on how to make adjustments in case you
don’t have a backup or when the current values are not accurate enough.

Manual Stitching

Check after a repair the scan quality on stitching artefacts when indicated by the movies.
Normally an AutoStitch should align the scanner. Sometimes it fails and you have to
correct manually. The service manual gives some tips how to approach this alignment.
You can use the testchart used to align the Cx scanner:

Cx-Stitch-TARGET.pdf

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Motor Speed

A misaligned motor speed leads to a scan which is too long or too short in feeding
direction. How to adjust the motor speed is explained in an instruction created by Océ,
because the Colortrac TSM does not contain a clear instruction. So you will find it in:

Length Adjustment V2.pdf

 Have a look at the instruction and answer underneath questions.

20. Which program do you use to measure the length of the scan?


21. How do you calculate the new motor speed parameter?

Open Scan-Of-TestchartDEopaque.jpg with the program you found in previous question.

This is a scan of the testchart mentioned in the instruction.

 The current motor speed value = 70000.

 Measure the vertical values with the program (two questions back).
22. Vertical value at the leading edge of the scan TestchartDEopaque.jpg?


23. Vertical value at the trailing edge of the scan TestchartDEopaque.jpg?


 Calculate the new motor speed.
24. The new motor speed is?


Note:
Order the testchart if you don’t have it.

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Leading & Trailing Edge

In a similar way as with the motor speed you can measure and calculate the right settings
for the leading and trailing edge. In fact you define at which moment the scanner needs
to start scanning and when to stop the scan. This prevents data loss or a white area
without any original information.

We will not practice the adjustment, because the trick is the same (only the measurement
points are slightly different).

This adjustment needs to be carried out after the motor speed adjustment.

Leading and Trailing Edge Adjustment V2.pdf

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6.6 Set scanner width

Reset flash program (SC configuration.exe)

Is a program needed to set the scanner

width after replacing the main board in an
SC or M scanner. A similar program is
available for the Ci scanner.

Note: You can set a non existing width

(example 36” on an M scanner). The result
is that the application software will not
recognize the scanner anymore!

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6.7 Case 2
Please solve the problem on the M scanner.

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6.8 Troubleshooting Smartworks MFP, EZ Touch and PRO

Smartworks MFP, EZ and PRO have very limited feedback messages in case of a problem
or malfunction. The following animation shows the messages:

Servicing Smartworks Messages.pdf

Note
Use as much as possible remote support!

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6.9 Scan quality issues

If the customer has a scan quality issue it is important to detect where the problem is
located.
 Is the customer causing the issue?
 Is it caused by the scanner or the printer?
 In case the printer is ok. Is the issue related to the scanner or the application software?

Customer

In many cases you can advise the customer from the helpdesk to solve the issue by
himself. A few issues happening frequently are described:
 You know the influence of the preset [original type] setting within Smartworks PRO
[you learned how important it is to adapt the scan settings to the original type CAD,
Map, Photo, etc for a good result]. The customer should use the preset setting or know
how to make the correct settings manually!
 Wrong colors on copy or scan can occur, when the scanner has not been calibrated for
a while. Let the customer perform ‘Normalization’.
If the customer is still not happy and you checked that the Normalization has been
performed correctly [with a clean scanner], you can advise the customer to perform a
IT8 Scan Calibration and/or a Closed Loop Calibration [Smartworks PRO only].
 Light or dark stripes in feeding direction: This means normalization & stitching has not
been done for a while or a dirty scanner. Let the customer clean the scanner area
thoroughly and run ‘Normalization & Auto Stitching’.
 Very large files caused by scanning with high resolutions 600 dpi or more. Most of the
time scans of 200 – 400 dpi will produce good enough results. Resolutions of 600 dpi
or higher will also lead to pauses in the scanning process. These pauses sometimes
lead to visible artefacts in the scan at the place where the original stopped (a line).
These resolutions only make sense when you want to print a few times enlarged scan.
 You will see block shapes and staircasing when a customer enlarges the original
exceptional [e.g. 800% or more, and depending on how critical a customer is even
less].

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Service (Scanner, Printer, Application or Original)

When the customer uses the right settings and performs scanner maintenance [cleaning,
normalization & stitching] on a regular basis, the scan quality issue becomes an issue to
be solved by service. The flowchart indicates what steps to take to solve a scan quality
issue.

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6.10 Known Problems

The Colortrac scanners have sometimes a typical behavior. This behavior is part of the
scanner system and has to be accepted. Sometimes a workaround can help decrease the
behavior. You can find information and tips in the TSM under ‘Known Problems’ or as part
of the ‘Diagnostics’. Some examples:
 Moiré is a normal effect when scanning regular patterns. The scanner scans also
according a regular pattern. The original pattern and scanner pattern can interfere with
each other. Sometimes you see moiré on the television when people are wearing a
jacket or dress with a checkered pattern.
 Look on the internet when you are online to see what can happen
http://www.mathematik.com/Moire/.
The best thing to do when you encounter moiré is to make the scan in a different
resolution. With Smartworks PRO you can resample the resolution after scanning.
Scan with a higher resolution and then resample down.

 Be aware that a scan can best be judged at 100%. If you zoom in, often small artifacts
(staircasing) will become visible that cannot be solved.

 Often you can see small artifacts at the start and end of the scan, where the original
has no full contact with the transport rollers the thinner the original, the more likely it is
that this will happen. With the M and SC scanners this artifact has been reduced to a
minimum by the function of the Hold Up Roller.
A workaround is to glue/tape a strip of paper to leading and trailing edge. This will shift
the artifacts to the strip of paper. Cropping the image after scanning will remove the
artifacts.

 Stitching lines can be visible when stitching is misaligned. M and SC scanners have
less probability then Ci, CiC, Cx, Cx+, Gx, Gx+.

For some known problems there are no workarounds or solutions available. Not every
problem can be solved.

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6.11 Task allocation (discussion Océ versus Canon)

This page describes the Océ task allocation. If you have the role of the Field Service
Technician [FST] or Field Service Specialist [FSS] you need to be able to diagnose the
Colortrac scanners hardware.

Diagnosing problems related to application software and workflow is mainly the task for
the roles Help Desk Employee [HDE] and System Engineer [SE].

The trained Help Desk Employee can often solve a customer Colortrac related problem
remotely, using the phone and connect to the customer PC with remote software [Océ HQ
advises to use TeamViewer, see attachment 1]. Another possibility is organizing a WebEx
meeting with the customer. Through WebEx you can also take over the customer
computer. The Canon EMEA PPCC employees use this technique. Customers are very
positive, they are impressed by the quick response they get and find this very professional.

In underneath table you find what you need to know in your role. Some tasks are only
included in the contract depending on extra payment by the customer. Some tasks are a
customer task, meaning you only advise the customer in performing them.

Task Customer FST/FSS HDE/SE Details

Install the scanner
Yes No/Yes Payable option
Install the scanner applications
Change customer replaceable
Primarily Customer
consumables
Yes No/Yes* Task / Payable
Execute cleaning, normalization and
option*
stitching
Diagnose hardware issues No Yes No Service contract
Diagnose scan quality issues on basic Primarily Customer
Yes No/Yes** Yes
level Task**
Diagnose scan quality issues on expert Free or pay
No No Yes
level depends on
Application and workflow related issues Yes No Yes contract
Warranty issues Solve according local regulations

Notes
* Although some consumables must be changed by a customer himself, the engineer
must be able to explain how to replace these consumables.
The engineer can replace consumables as a payable option.

** A customer call is usually handled by the helpdesk. The task of the helpdesk is to
prevent on site visits by service.
For hardware issues the FST/FSS makes an onsite visit and repairs the scanner. If despite a
good working scanner, the scans show quality issues, invest a small amount of time to
create a solution. If it takes a substantial amount of time, escalate the call to the helpdesk.

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6.12 Escalation
When you escalate, please inform the people involved thoroughly. Information you
should include is explained in the Escalation Checklist V1.pdf.

Normally only one person per NSO has contact with the Colortrac Helpdesk. You will need
access rights. These rights can only be granted through Canon Regional Head office.

 When you are involved watch the following movie:

Helpdesk.wmv

Warranty

For the Main Board we agreed upon a warranty with Colortrac under the following
restrictions:
 If you want to receive a free Main Board, you need to contact the Colortrac helpdesk
before replacing the Main Board.
 The warranty period is one year.

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6.13 Summary
Checkpoint

 First check your answers before reading the summary.

When you found you gave the wrong answer on a question please consider going back to
the TSM to find the place that describes the right answer and restudy that part.

Summary

Two cases / malfunctions and some dis-assembly movies gave you some insight in
repairing the M and SC scanners. In some repairs you need to use the Utility tool. You
have seen / used diagnostics, dis-assemblies, adjustments, parts catalogue and settings.

Some extra adjustments (motor speed, trailing and leading edge, manual stitching, etc.)
presented complete the overview of the available adjustments.

The chapters Scan quality and Known Problems explain some items about scan quality.
Partly scan quality is a customer responsibility. He can solve or prevent quite a few scan
quality issues himself.

Realize that not every task has to be solved by you (FST). Take care that you escalate at the
right moment and take care to report the right and complete information about the
malfunction. In case of a customer task guide the customer in learning to carry out the
task himself.

In this last chapter of the service training you used the TSM, videos and simulations to
learn several aspects of how to service the Colortrac scanners. We hope you can use this
material for relearning parts of the scanner just before solving a malfunction. If the
material is insufficient or wrong we would like to get feedback from you. Please contact
me by e-mail [email protected] to present your wishes.

This ends the servicing chapter. In the next chapter you will be invited to give some
feedback on how you feel about this training.

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6.14 End of this Training

This finalizes the learning part of the service training.

 Continue with the chapter ‘Certification and feedback’.

Course Objectives
At this moment you should be able to:
 Know how to install and integrate the Colortrac Scanners.
 Install utility software and Smartwork applications.
 Know how to perform a basic instruction to the customer after
installation.
 Know how to get customer acceptance after installation.
 Operate Colortrac scanners and Smartwork applications.
 Know how to calibrate and profile the scanners.
 Know how to work safely on the Colortrac scanners.
 Use the correct service procedures, documentation and tools.
 Know how to perform preventive maintenance.
 Diagnose errors and scan quality defects in a structured way and
repair the Colortrac scanners (corrective maintenance).
 Identify the limitations of the Colortrac scanners. Know how to
defend the limitations to the customer.
 Escalate the call at the right moment and report clearly about the
malfunction.
 Train the technicians that they also meet above objectives.

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7. Certification and feedback

You have completed the Colortrac Scanners Service Training.

Hand out of certificates.

Feedback

We are very interested in your feedback on this service training. Please share your
thoughts with us. All feedback will be handled carefully and we consider it to be
confidential.

 At this moment please E-mail your feedback to [email protected]

Success
We wish you a lot of success with the Colortrac
scanner systems in the future and hope to meet
you again in new courses.

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Canon LFP Colortrac Scanners - Attachments

Attachment 1: Remote support

Because of the low price of the scanner system Océ can’t afford a lot of service visits. We
advise to help the customer as much as possible from the helpdesk. You can take control
over the customers PC by using remote software. S&S headquarters advise to use the
program TeamViewer. This program will go through firewalls and is able to take control
over a MAC also. This is one of the cheapest remote software programs on the market at
this moment. Ask your IS department to license your copy of TeamViewer.

It works as follows:

1. Open
TeamViewer.

2. Call the
customer.
3. Ask him to go to
www.teamviewer.com/download/index.aspx
Under For the instant customer: TeamViewer
QuickSupport he can find the TeamViewer
customer program. It does not need to be
installed, only needs to be executed [see picture
on the right]. Once the customer stops the
program it is out of the customers computer.
4. Ask the customer to mention his ID. Fill it in
your TeamViewer [see red oval] and press
‘Connect to partner’.
5. Ask the customer his password.
6. Your connection is established.
From now on, until you close TeamViewer, you are able to see what settings the customer
uses in Océ Copy Easy or OCC, view the scanner agent, operate SCANtest [limited, not all
tests can be performed]. You can advise the customer about actions to take, on scanner
maintenance for example, without visiting him.

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Training Manual Colortrac M + SC scanners

This document is created by employees of the Océ International Training Centre who
are passionate about giving you a good learning experience. We hope the content
supports you in doing your work without any hassle.

In case you experience any problems in the field which could be solved by better
training or documentation please contact the Océ International Training Centre. You
find the e-mail address and telephone number in this document.

Canon Europe Ltd Océ International Training Centre

3 The Square Dr. Blumenkampstraat 3
Stockley Park 5914 PV Venlo
Uxbridge Netherlands
Middlesex
UB11 1ET
United Kingdom +31 77 3594162
www.canon-europe.com global.oce.com

© Canon Europe Ltd - 2013

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