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Symptoms and solutions
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Diagnostic tools
The printer provides several tools for diagnosing and solving various types of problems; these tools include the following:
Consumables Page
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Found in the Help Pages menu (accessed from the front panel); these help you diagnose print quality problems, for example, if a user-replaceable component, such as a toner cartridge, needs to be replaced.
Included on the Consumables Page is the % Remaining gauges, showing the approximate remaining life for the toner cartridges, Imaging Unit, Fuser, Fuser Roll, and Transfer Kit.
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Configuration Page
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Found in the Help Pages menu (accessed from the front panel). This page provides useful information for installation and troubleshooting.
Included on the Configuration Page is the Copy Count for each of the consumables.
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PhaserLink
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Allows you to use a standard web browser to view printer status, control printer configuration, view consumable information, and link to online documentation via the World Wide Web.
Note: To use PhaserLink software, the printer must be connected to a network
running TCP/IP. Refer to PhaserShare Status Software User Manual for
complete details.
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Front panel status messages
and
Info Button
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Automatically appear to reflect a condition requiring user intervention.
The Consumables Report menu provides % Remaining information on the consumables.
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The Info button provides useful diagnostic information (suggestions and brief explanations) when the printer experiences a problem.
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Troubleshooting / print quality quick reference table
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Describes printing problems by symptom (including an example), then lists the possible causes and solutions. Especially useful for determining when the consumables need to be replaced. See Troubleshooting and print quality quick reference.
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Quick Reference Guide
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Provides easy access to troubleshooting information on media jams and maintaining print quality (including color examples of print quality symptoms).
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Color Density Samples
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Provides samples of standard color density that you can compare to the printer's current settings that appear on the Color Reference Page. Stored inside the Quick Reference Guide.
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Color Reference Page
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Found in the Calibrate Colors menu (accessed from the front panel). This page shows the printer's current density settings and the ranges for adjustment. Use this page to compare the printer's current settings to the examples in the color density samples. Refer to Controlling color density for details.
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PS Error Handler
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Enabled in the Printer Defaults menu of the front panel. Used to diagnose PostScript problems. When a PostScript error occurs, an error page prints out if the error handler is enabled.
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If you notice a problem with the quality of your prints, the probable solution is replacing one of the consumable components (toner cartridges, Imaging Unit, Fuser, Fuser Roll or Transfer Kit).
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Troubleshooting and print quality quick reference
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Symptom
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Possible Causes
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Solution
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Power indicator is blinking
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The printer is receiving, processing or printing a job.
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Wait for the job to be completed or cancel the job.
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You have entered the menu in the front panel.
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Exit the menu.
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Power indicator is off
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The printer is not ready, is disabled, or has detected an error.
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Read the front panel message to determine the printer's status.
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Error indicator is on
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Attention is required, but not immediately. For example, when the front panel reads <color>:low.
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Correct the condition reported by the front panel.
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Error indicator is blinking
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The printer is stopped because it detected a user-correctable error such as an open door or a media jam.
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Correct the condition reported by the front panel (e.g., close the door or clear the media jam).
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Error occurred that may be user-correctable.
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Press the Info/More button for more information on the error condition.
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Error occurred that is not user-correctable.
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Turn the printer off and back on again. If the indicator is still on after the power-up sequence, the printer requires service. See If you need help.
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The front panel menu exits and returns to Ready without anyone pressing the button.
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Front panel timeout: if no activity occurs in 5 minutes, the front panel returns to Ready.
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Press Menu to enter the front panel menu.
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Front panel reports:
Jam at <Location>:
See inside front door
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Media jam.
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Too much media is loaded in the media tray.
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Reduce the amount of media to below the media level indicator on the media tray label.
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Media is wrinkled or curled.
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Change the media.
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Media is too thick or too thin.
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Use recommended media. Refer to Media hints and tips for more information.
For media loaded in the Multi-Purpose Feeder, make sure that you have set the Media Thickness switch on the printer to accommodate thick, medium, or thin media.
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Front panel reports:
Waiting for <media>
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The media installed is not what the printer is expecting.
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Front panel reports:
Multi-Purpose Feeder:
Load <media>
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Front panel reports:
<color>:low
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The indicated color toner cartridge is almost empty.
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Front panel reports:
Stopped:
replace <color>
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Indicated color toner cartridge is empty.
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Replace the indicated color toner cartridge now; the printer stops until you replace the cartridge.
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Consumables Page shows a single color (a) that is not uniform
or
Consumables Page shows a single color (b) with many vertical streaks (both light and dark) of slightly different density and non-uniform color.
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The toner cartridge is nearly empty.
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Replace the color toner cartridge.
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Consumables Page appears faded in a single color.
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The color density is set incorrectly in the front panel.
or
The toner cartridge is wearing out.
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Check the density setting by printing the Color Reference Page in the Calibrate Colors menu in the front panel. Compare the settings to the examples on the Color Density Samples and, if necessary, adjust the density in the front panel. Refer to Controlling color density.
Replace the color toner cartridge soon (depending on the complexity of your prints, you can continue to print up to 100 more pages).
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A single color has a wide, light, vertical streak.
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Toner cartridge is depleted.
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Replace the color toner cartridge.
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Service Print 1 shows small, repeating light or dark spots in a single color.
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The color toner cartridge is damaged.
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Replace the color toner cartridge.
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A single color shows a light, repeating horizontal line.
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The roller in the toner cartridge has a slight impression after long storage.
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To fix the problem:
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Front panel reports:
Imaging unit:replace
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The Imaging Unit is wearing out.
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Replace the Imaging Unit soon.
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Front panel reports:
Imaging unit expired
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The Imaging Unit is worn out.
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Replace the Imaging Unit now; although it continues to function, the print quality is affected.
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Prints are missing fine-line detail.
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The Imaging Unit is worn out.
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Replace the Imaging Unit.
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Dark color spots and dark or light streaks appear in all colors.
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The Imaging Unit is worn out.
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Replace the Imaging Unit.
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Consumables Page shows a straight, thin and even, light vertical line in all colors.
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The photosensitive belt inside the Imaging Unit is scratched.
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Replace the Imaging Unit.
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On the Consumables Page, each color "bleeds" into the color band below it (the most visible is magenta in the yellow band).
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The Imaging Unit's internal waste toner box is full.
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Replace the Imaging Unit.
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A single white spot appears in approximately the same vertical place on the page.
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The Imaging Unit is damaged.
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Replace the Imaging Unit.
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A single, wide, light horizontal band appears in one place on the page (near the top) or all colors are faded.
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The Imaging Unit was exposed too long to light.
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Wait overnight and print the Consumables Page. If print quality hasn't changed, replace the Imaging Unit.
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Large light spot(s) appear randomly in the Consumables Page, approximately on the same horizontal and vertical place or they move vertically from one print to another.
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Fingerprint(s): someone has touched the underside of the Imaging Unit.
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Print several pages until the artifacts fade.
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A smear in the image repeats at the same location on the page .
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A label from a sheet of labels has peeled off and stuck inside the Imaging Unit.
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Replace the Imaging Unit.
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One or more vertical, dark and even fine lines appear on the print through all colors.
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The Imaging Unit is scratched.
or
The Fuser is damaged.
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Replace the Imaging Unit; make sure that the old Imaging Unit is not exposed to light for more than 3 minutes.
If a new Imaging Unit does not correct the problem:
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Front panel reports:
Fuser:replace
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The Fuser is wearing out.
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Replace the Fuser soon.
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Front panel reports:
Fuser expired
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The Fuser is worn out.
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Replace the Fuser now; although it continues to function, the print quality is affected.
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A piece of the printed image is missing and reappears out of place, approximately 129 mm (5 in.) down the page.
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The Fuser's internal roller is not being consistently oiled.
or
The Fuser's internal roller is contaminated with toner particles.
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The surface of the printed image appears to have vertical scratches (visible by holding the print at an angle and observing the "shine" of the image).
At first, the scratches appear only on the printed image; eventually, dark vertical scratches appear on the unprinted portion of the page.
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The Fuser is wearing out.
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Replace the Fuser (depending on your quality needs, you can continue to print until the dark vertical lines appear).
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A piece of the printed image is missing and reappears out of place, approximately 129 mm (5 in.) down on the page.
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The Fuser's internal roller is not being consistently oiled.
or
The Fuser's internal roller is contaminated with toner particles.
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Media frequently wraps around the Fuser.
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The Fuser Roll is worn out.
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Light vertical streaks appear in all colors (most easily visible in yellow).
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The Main Charge Grid is dirty.
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Replace the Main Charge Grid. Complete instructions are packaged with the Main Charge Grid. Refer to Supplies and accessories for ordering information.
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Dark and wavy vertical streaks appear in all colors (most easily visible in yellow).
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The Main Charge Grid is dirty.
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Replace the Main Charge Grid. Complete instructions are packaged with the Main Charge Grid. Refer to Supplies and accessories for ordering information.
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The entire page prints in black, including the borders.
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The cause is one of the following:
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The solution is one of the following:
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Bad electrical contact for the Main Charge Grid.
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The Main Charge Grid is broken.
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Power supply high voltage.
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Front panel reports:
Transfer Kit:replace
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The Transfer Kit is worn out.
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Replace the Transfer Kit.
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Toner spots appear on the back of the media.
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The Transfer Kit is worn out.
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Replace the Transfer Kit.
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The page prints in black in the image area only (the borders are clear).
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Either the image processor board or engine control board is not functioning properly.
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Turn the printer off and back on again. If the problem persists, call Service. See If you need help.
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The page is completely blank.
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The problem could be with one of the following:
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Turn the printer off and back on again. If the problem persists, call Service. See If you need help.
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Front panel reports:
Printer Error ##
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An error occurred that is not user-correctable.
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Press the Info button on the front panel for more information on the problem. Press the button labeled More for suggestions on correcting the problem.
Turn the printer off and back on again. If the error persists, call Service. See If you need help.
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Thin horizontal stripes or a "weave" pattern appears in a complex image.
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The printer has insufficient memory for an image of this complexity.
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Increase the amount of memory. Refer to Memory upgrade.
or
Print the image at a lower resolution.
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Symptom
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Solution
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Printer not operating
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Make sure that you plugged in the printer and turned it on.
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Make sure that you connected the interface cable(s) properly.
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Print the Consumables Page from the front panel to verify that the controller board is functional.
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Verify that your print engine is functional by pressing the Test Print button (the blue pushbutton in the center of the back of the printer), and holding it down for 3 seconds.
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Verify that your printer can communicate:
If you have a Macintosh
Make sure that you have the correct PPD file installed and selected and that you have selected the printer in the Chooser. If the printer's name does not appear in the Chooser, your LocalTalk, EtherTalk, or TokenTalk connection may be faulty. (See also Printer doesn't appear in the Chooser (Macintosh).)
You can use the Print Window command to send a file to the printer without using an application. If the communication link between your computer and the printer is working, the printer produces a directory listing of the active window on the desktop.
If you have a PC
Type this DOS command:
echo %! > port
echo showpage[Ctrl-D] > port
Where [CTRL-D] indicates pressing the D key while holding down the CTRL key. Substitute the name of the printer port (for example COM1:, COM2:, LPT1:, LPT2:) for the variable port in this command. For example, if you are testing a parallel connection on LPT1, type:
echo %! > lpt1:
echo showpage[Ctrl-D] > lpt1:
If the communication link between your computer and the printer is working, the printer ejects a blank page. If this occurs, but you cannot print from your application or through Windows, make sure that the appropriate driver is installed and that you have selected the printer correctly.
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Printer doesn't appear in the Chooser (Macintosh)
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Make sure that the printer is turned on and the cables are correctly attached.
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Check the termination (refer to the documentation for your network adapter or connector for information on termination).
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If you have changed the printer's name, make sure that you have given it a unique name (not the same as any other printer in the zone or on the network).
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Make sure that the correct network is selected in the Network Control Panel.
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Power indicator blinks and stops, but the file does not print
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This is probably the result of a PostScript error. Enable the PostScript error handler in the printer's front panel. For more information on using the PostScript error handler, refer to the topics on the printer's CD-ROM or the Tektronix World Wide Web site.
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Printer will not power up to Ready
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This may be the result of an unterminated network connection. The printer sees network activity, but is unable to successfully connect.
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Print job does not finish (the printer times out)
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If you are using the serial or parallel port from a PC, make sure that you used the MODE command to set the PC's communication parameters. For example:
MODE LPT1:,,P > NUL
MODE COM1:9600,N,8,1,P
The P parameter in these commands sets the port timeout to Infinite Retry and must be part of the command.
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If you are using Windows 3.1, make sure that the Transmission Retry value for the printer's assigned port is set to 900. For more information, see Setting the timeouts or Fixing timeout problems in Windows.
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Error indicator is blinking
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The Error indicator blinks with any hard error, such as media jam, door open, or a missing component.
Look at the front panel for an indication of the type of error. The Info button provides more details on the type of error, as well as brief suggestions for correcting the problem (for example, Reseat Fuser). Follow the instructions under this button.
If the error condition cannot be fixed with user interaction, turn the printer off and on again. If the Error indicator remains on after power-up, your printer requires service. See If you need help for telephone information.
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Media problems
Problems with image size and position
Print quality problems
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Symptom
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Solution
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Prints have dull, faded colors
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Print the Color Reference Page from the Calibrate Colors menu in the front panel. Check the density settings for each color and compare them to the examples on the Color Density Samples card. Refer to Controlling color density for instructions on comparing and setting color density.
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Print the Consumables Page from the Help Pages in the front panel.
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Make sure that the Imaging Unit stays covered until immediately before installing it in the printer. Exposure to light can damage the Imaging Unit and will produce light streaks or faded prints.
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Make sure that the toner cartridges are installed correctly.
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Make sure that you use a high-quality laser paper: 75-105 g/m2 (20-28 lb.) paper in the media trays and 75-120 g/m2 (20-32 lb.) paper with the Multi-Purpose Feeder. Refer to Media hints and tips for more information.
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Use only Tektronix transparencies that are listed in Supplies and accessories. Tektronix does not guarantee the results of non-Tektronix transparencies in Tektronix printers.
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Try a different color correction mode.
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Image is very faded or pieces of the image are missing; toner on the page is loose.
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When using the Multi-Purpose Feeder, make sure that you have selected the correct media type in the driver or the printer's front panel menu.
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Photographic images appear grainy
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Check the Print Quality menu in the front panel. If the selected mode is Presentation, change it to Standard.
The Presentation print-quality selection in the front panel substitutes Presentation mode rendering when Standard mode is selected in the driver.
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Streaks or spots
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Most spots are caused by fingerprints or dust introduced into the printer while installing the Imaging Unit or loading media.
Make sure that the surface where you unpack the Imaging Unit, paper, and transparencies is free of dust. Keep supplies in a covered area or a closed box.
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Make sure that the Imaging Unit stays covered until immediately before installing it in the printer. Exposure to light for more than 3 minutes can damage the Imaging Unit.
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Do not touch the right side or underside of the Imaging Unit; fingerprints affect print quality.
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Make sure that the media is clean.
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Make sure that you handle the media on the outside edges to avoid fingerprints.
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To get rid of fingerprint spots, print a few prints (you can print any of the Help Pages in the front panel menu).
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The back of the printed page appears dirty.
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Toner particles have contaminated the transfer roller. This can happen if the printed image is larger than the media (for example, when printing on envelopes). Run 10-20 prints to clean the transfer roller.
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Black-and-white prints instead of color
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If you have a Macintosh
Make sure that you are using the Phaser 560 printer driver, the Phaser 560 GX printer driver, or the correct PPD file with the latest Apple LaserWriter printer driver (version 6.0.7 or higher), which supports color PostScript.
Make sure that Color/Grayscale is selected in the Print dialog box. Some applications require special files to print in color. Make sure that these files are properly installed. For information, refer to the topics on the printer's CD-ROM or the Tektronix World Wide Web site.
Make sure that you have not selected Fast Monochrome in the Print-Quality dialog box.
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If you have a PC
Be sure to use a driver that supports color PostScript. If you are using Windows 3.1, use the Phaser 560 printer driver.
If you are using Windows, make sure that the Color box in the Options dialog box is checked. For information on the drivers, refer to the printer's CD-ROM or World Wide Web topics.
Make sure that you have not selected Fast Monochrome in the Tektronix Printer Features dialog box.
If you are not using a driver, make sure that you have not set the monochrome mode selection code; make sure that the front panel is not set for Fast Monochrome.
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Blue colors look too purple
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If printed blue colors look too purple, print your document with the Vivid Color color correction. Refer to Color corrections or Deciding which color correction to use for instructions and more information.
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