User Guide

Troubleshooting process
When the printer malfunctions or encounters an unexpected situation, information on the printer
control panel alerts you to the situation. This section contains an initial troubleshooting checklist that
helps to eliminate many possible causes of the problem. The subsequent troubleshooting flowchart
helps you to diagnose the cause of the problem. The remainder of the chapter provides steps for
correcting the problems that have been identified.
■ Use the initial troubleshooting checklist to evaluate the source of the problem and to reduce the
number of steps that are required to fix the problem.
■ Use the troubleshooting flowchart to pinpoint the cause of malfunctions. The flowchart lists the
section within this chapter that provides steps for correcting the malfunction.
Before beginning any troubleshooting procedure, check the following:
■ Are supply items (for example, the print cartridge, fuser, and rollers) within their rated life?
■ Does the configuration page reveal any configuration problems? See
Configuration page.
NOTE The customer is responsible for checking and maintaining supplies, and for using
supplies that are in good condition. The customer is responsible for media and print-cartridge
supplies. The customer is also responsible for replacing the fuser, transfer roller, and all paper
pickup, feed, and separation rollers (tray 1 has a separation pad instead of a roller) that are at
or near the end of their 200,000-page rated life.
Initial troubleshooting checklist
The following checklist contains basic questions that you can ask the customer in order to help
define the problem(s) quickly. For more information about printer and media specifications, see
Model and serial numbers and Media specifications.
Table 7-1 Initial troubleshooting checklist
Environment ■ Is the printer installed in a suitable environment? See Model and serial numbers.
■ Is the printer installed on a solid, level surface?
■ Is the supply voltage (from the wall receptacle) within ± 10% of the printer's rated voltage (see
Model and serial numbers)?
■ Is the power cord fully seated into both the printer and the electrical receptacle in the wall?
■ Is the operating environment (for example, the temperature and humidity levels) within the
specified parameters that are listed in chapter 1 (see
Model and serial numbers)?
■ Is the printer exposed to ammonia gas, such as that produced by diazo copiers or office-cleaning
materials?
■ Is the printer exposed to direct sunlight?
Media ■ Is suitable media being used in the printer? See Supported media weights and sizes and Paper
and print media.
■ Does the customer use only supported print media?
■ Is the media in good condition (no curl, folds, or other flaws)?
Troubleshooting process 303