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Troubleshooting

261

PATTERNS(MOIRÉ) APPEAR IN THE OUTPUT

On the Copy screen, select the Text/Photo or Printed Image icon.

Rotate the original document on the scanner glass.

On the Copy screen, adjust the scale setting.

TEXT IS LIGHT OR DISAPPEARING

On the Copy screen, touch the Text icon.

Decrease the background removal setting.

Increase the contrast setting.

Decrease the shadow detail setting.

THE OUTPUT APPEARS WASHED OUT OR OVEREXPOSED

On the Copy screen, select the Printed Image icon.

Decrease the background removal setting.

Partial document or photo copies

These are possible solutions. Try one or more of the following:

CHECK THE DOCUMENT PLACEMENT

Make sure the document or photo is loaded facedown on the scanner glass in the upper left corner.

CHECK THE PAPER SIZE SETTING

Make sure the paper size setting matches the paper loaded in the tray:

1From the printer control panel, check the Paper Size setting from the Paper menu.

2Before sending the job to print, specify the correct size setting:

For Windows users, specify the size from Print Properties.

For Macintosh users, specify the size from the Page Setup dialog.

Solving scanner problems

Checking an unresponsive scanner

If your scanner is not responding, then make sure:

The printer is turned on.

The printer cable is securely attached to the printer and the host computer, print server, option, or other network device.

The power cord is plugged into the printer and a properly grounded electrical outlet.

The electrical outlet is not turned off by any switch or breaker.

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The printer is not plugged into any surge protectors, uninterrupted power supplies, or extension cords.

Other electrical equipment plugged into the outlet is working.

Once you have checked each of these possibilities, turn the printer off and then back on. This often fixes the problem with the scanner.

Scan was not successful

These are possible solutions. Try one or more of the following:

CHECK THE CABLE CONNECTIONS

Make sure the network or USB cable is securely connected to the computer and the printer.

AN ERROR MAY HAVE OCCURRED IN THE PROGRAM

Turn off and then restart the computer.

Scanning takes too long or freezes the computer

These are possible solutions. Try one or more of the following:

OTHER SOFTWARE PROGRAMS MAY BE INTERFERING WITH SCANNING

Close all programs not being used.

THE SCAN RESOLUTION MAY BE SET TOO HIGH

Select a lower scan resolution.

Poor scanned image quality

These are possible solutions. Try one or more of the following:

CHECK THE DISPLAY FOR ERROR MESSAGES

Clear any error messages.

THE SCANNER GLASS MAY BE DIRTY

Clean the scanner glass with a clean, lint free cloth dampened with water. For more information, see “Cleaning the scanner glass” on page 242.

ADJUST THE SCAN RESOLUTION

Increase the resolution of the scan for a higher quality output.

CHECK THE QUALITY OF THE ORIGINAL DOCUMENT

Make sure the quality of the original document is satisfactory.

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CHECK THE DOCUMENT PLACEMENT

Make sure the document or photo is loaded facedown on the scanner glass in the upper left corner.

Partial document or photo scans

These are possible solutions. Try one or more of the following:

CHECK THE DOCUMENT PLACEMENT

Make sure the document or photo is loaded facedown on the scanner glass in the upper left corner.

CHECK THE PAPER SIZE SETTING

Make sure the paper size setting matches the paper loaded in the tray:

1From the printer control panel, check the Paper Size setting from the Paper menu.

2Before sending the job to print, specify the correct size setting:

For Windows users, specify the size from Print Properties.

For Macintosh users, specify the size from the Page Setup dialog.

Cannot scan from a computer

These are possible solutions. Try one or more of the following:

CHECK THE DISPLAY FOR ERROR MESSAGES

Clear any error messages.

CHECK THE POWER

Make sure the printer is plugged in, the power is on, and Ready appears.

CHECK THE CABLE CONNECTIONS

Make sure the network or USB cable is securely connected to the computer and the printer.

Solving fax problems

Caller ID is not shown

Contact your telecommunications company to verify that your telephone line is subscribed to the caller ID service.

If your region supports multiple caller ID patterns, you may have to change the default setting. There are two settings available: FSK (pattern 1) and DTMF (pattern 2). The availability of these settings by way of the Fax menu depends on whether your country or region supports multiple caller ID patterns. Contact your telecommunications company to determine which pattern or switch setting to use.

Troubleshooting

264

Cannot send or receive a fax

These are possible solutions. Try one or more of the following:

CHECK THE DISPLAY FOR ERROR MESSAGES

Clear any error messages.

CHECK THE POWER

Make sure the printer is plugged in, the power is on, and Ready appears.

CHECK THE PRINTER CONNECTIONS

Make sure the cable connections for the following hardware are secure, if applicable:

Telephone

Handset

Answering machine

CHECK THE TELEPHONE WALL JACK

1Plug a telephone into the wall jack.

2Listen for a dial tone.

3If you do not hear a dial tone, then plug a different telephone into the wall jack.

4If you still do not hear a dial tone, then plug a telephone into a different wall jack.

5If you hear a dial tone, then connect the printer to that wall jack.

REVIEW THIS DIGITAL PHONE SERVICE CHECKLIST

The fax modem is an analog device. Certain devices can be connected to the printer so that digital telephone services can be used.

If you are using an ISDN telephone service, then connect the printer to an analog telephone port (an R-interfaceport) on an ISDN terminal adapter. For more information and to request anR-interfaceport, contact your ISDN provider.

If you are using DSL, then connect to a DSL filter or router that will support analog use. For more information, contact your DSL provider.

If you are using a PBX telephone service, then make sure you are connecting to an analog connection on the PBX. If none exists, consider installing an analog telephone line for the fax machine.

CHECK FOR A DIAL TONE

Place a test call to the telephone number to which you want to send a fax to make sure that it is working correctly.

If the telephone line is being used by another device, then wait until the other device is finished before sending a fax.

If you are using the On Hook Dial feature, then turn up the volume to verify a dial tone.

Troubleshooting

265

TEMPORARILY DISCONNECT OTHER EQUIPMENT

To ensure the printer is working correctly, connect it directly to the telephone line. Disconnect any answering machines, computers with modems, or telephone line splitters.

CHECK FOR JAMS

Clear any jams, and then make sure that Ready appears.

TEMPORARILY DISABLECALLWAITING

Call Waiting can disrupt fax transmissions. Disable this feature before sending or receiving a fax. Call your telephone company to obtain the keypad sequence for temporarily disabling Call Waiting.

VOICEMAIL SERVICE MAY BE INTERFERING WITH THE FAX TRANSMISSION

Voice Mail offered through your local telephone company may disrupt fax transmissions. To enable both Voice Mail and the printer to answer calls, you may want to consider adding a second telephone line for the printer.

THE PRINTER MEMORY MAY BE FULL

1Dial the fax number.

2Scan the original document one page at a time.

Can send but not receive faxes

These are possible solutions. Try one or more of the following:

CHECK TO SEE IF THE PAPER TRAY IS EMPTY

Load paper in the tray.

CHECK THE RING COUNT DELAY SETTINGS

The ring count delay sets the number of times the phone line rings before the printer answers. If you have extension phones on the same line as the printer, or subscribe to the telephone company's Distinctive Ring service, then keep the Ring Delay setting at 4.

1 Type the printer IP address into the address field of your Web browser.

Note: If you do not know the IP address of the printer, then print a network setup page and locate the IP address in the TCP/IP section.

2Click Settings.

3Click Fax Settings.

4Click Analog Fax Setup.

5In the Rings to Answer box, enter the number of times you want the phone to ring before answering.

6Click Submit.

Troubleshooting

266

THE TONER MAY BE LOW

88 Cartridge low appears when the toner is low.

Can receive but not send faxes

These are possible solutions. Try one or more of the following:

THE PRINTER IS NOT INFAX MODE

On the home screen, touch Fax to put the printer in Fax mode.

THE DOCUMENT IS NOT LOADED PROPERLY

Load the original document faceup, short edge first into the ADF or facedown on the scanner glass in the upper left corner.

Note: Do not load postcards, photos, small items, transparencies, photo paper, or thin media (such as magazine clippings) into the ADF. Place these items on the scanner glass.

MAKE SURE THE SHORTCUT NUMBER IS SET UP PROPERLY

Check to make sure the shortcut number has been programmed for the number that you want to dial.

As an alternative, dial the telephone number manually.

Received fax has poor print quality

These are possible solutions. Try one or more of the following:

RE SEND THE DOCUMENT

Ask the person who sent you the fax to:

Check that the quality of the original document is satisfactory.

Resend the fax. There may have been a problem with the quality of the telephone line connection.

Increase the fax scan resolution, if possible.

THE TONER MAY BE LOW

When 88 Cartridge low appears or when you experience faded print, replace the cartridge.

MAKE SURE THE FAX TRANSMISSION SPEED IS NOT SET TOO HIGH

Decrease the incoming fax transmission speed:

1 Type the printer IP address into the address field of your Web browser.

Note: If you do not know the IP address of the printer, then print a network setup page and locate the IP address in the TCP/IP section.

2Click Settings.

3Click Fax Settings.

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267

4Click Analog Fax Setup.

5In the Max Speed box, click on one of the following:

2400

4800

9600

14400

33600

6Click Submit.

Solving option problems

Option does not operate correctly or quits after it is installed

These are possible solutions. Try one or more of the following:

RESET THE PRINTER

Turn the printer off, wait for about 10 seconds, and then turn the printer on.

CHECK TO SEE IF THE OPTION IS CONNECTED TO THE PRINTER

1Turn the printer off.

2Unplug the printer from the wall outlet.

3Check the connection between the option and the printer.

MAKE SURE THE OPTION IS INSTALLED

Print a menu settings page and check to see if the option is listed in the Installed Options list. If the option is not listed, reinstall it.

MAKE SURE THE OPTION IS SELECTED

From the program you are using, select the option. Mac OS 9 users should make sure the printer is set up in the Chooser.

Paper trays

These are possible solutions. Try one or more of the following:

MAKE SURE THE PAPER IS LOADED CORRECTLY

1Open the paper tray.

2Check for paper jams or misfeeds.

Troubleshooting

268

3Make sure paper guides are aligned against the edges of the paper.

4Make sure the paper tray closes properly.

RESET THE PRINTER

Turn the printer off, wait about 10 seconds, and then turn the printer on.

MAKE SURE THE PAPER TRAY IS INSTALLED CORRECTLY

If the paper tray is listed on the menu settings page, but paper jams when it enters or exits the tray, then it may not be properly installed. Reinstall the paper tray. For more information, see the hardware setup documentation that came with the paper tray, or go to http://support.lexmark.com to view the paper tray instruction sheet.

2000 sheet tray

These are possible solutions. Try one or more of the following:

THE ELEVATOR TRAY IS NOT WORKING PROPERLY

Make sure the printer is properly connected to the 2000 sheet tray.

Make sure the printer is turned on.

THE PAPER FEED ROLLERS DO NOT TURN TO ADVANCE PAPER

Make sure the printer is properly connected to the 2000 sheet tray.

Make sure the printer is turned on.

Envelope feeder

Try one or more of the following:

RESET THE PRINTER

Turn off the printer, then wait for about 10 seconds, and then turn on the printer.

MAKE SURE THE ENVELOPES ARE LOADED CORRECTLY

1Adjust the envelope support for the length of the envelope you are using.

2For more information, see “Loading the envelope feeder” on page 74.

CHECK THE PAPER TYPE AND PAPER SIZE SETTINGS

Make sure the paper type and paper size settings match the envelopes you are using:

1From the printer control panel, check the settings for the envelope feeder from the Paper menu.

2Before sending the job to print, specify the correct settings from the computer:

For Windows users, specify the settings from Print Properties.

For Macintosh users, specify the settings from the Print dialog.

Troubleshooting

269

MAKE SURE THE ENVELOPE FEEDER IS INSTALLED CORRECTLY

If the envelope feeder is listed on the menu settings page, but an envelope jams when it enters or exits the feeder, then it may not be properly installed. Reinstall the envelope feeder. For more information, see the hardware setup documentation that came with the envelope feeder, or visit http://support.lexmark.com to view the envelope feeder instruction sheet.

Output options

If the high capacity output expander, 4 bin mailbox, or StapleSmart finisher is listed on the menu settings page, but paper jams when it exits the printer or enters the output option, then it may not be properly installed. Reinstall the option. For more information, see the hardware setup documentation that came with the option.

Flash memory card

Make sure the flash memory card is securely connected to the printer system board.

Hard disk with adapter

Make sure the hard disk is securely connected to the printer system board.

Internal Solutions Port

If the Lexmark Internal Solutions Port (ISP) does not operate correctly, then these are possible solutions. Try one or more of the following:

CHECK THEISP CONNECTIONS

Make sure the ISP is securely attached to the printer system board.

Make sure the cable is securely connected to the correct connector.

CHECK THE CABLE

Make sure you are using the correct cable and that it is securely connected.

MAKE SURE THE NETWORK SOFTWARE IS CONFIGURED CORRECTLY

For information about installing software for network printing, see the Networking Guide on theSoftware and Documentation CD

Memory card

Make sure the memory card is securely connected to the printer system board.

Troubleshooting

270

Solving paper feed problems

Paper frequently jams

These are possible solutions. Try one or more of the following:

CHECK THE PAPER

Use recommended paper and specialty media. For more information, see the chapter about paper and specialty media guidelines.

MAKE SURE THERE IS NOT TOO MUCH PAPER IN THE PAPER TRAY

Make sure the stack of paper you load does not exceed the maximum stack height indicated in the tray or on the multipurpose feeder.

CHECK THE PAPER GUIDES

Move the guides in the tray to the correct positions for the paper size loaded.

THE PAPER MAY HAVE ABSORBED MOISTURE DUE TO HIGH HUMIDITY

Load paper from a fresh package.

Store paper in its original wrapper until you use it.

Paper jam message remains after jam is cleared

CHECK THE PAPER PATH

The paper path is not clear. Clear jammed paper from the entire paper path, and then touch Continue.

Page that jammed does not reprint after you clear the jam

TURN ONJAMRECOVERY

In the Setup menu, Jam Recovery is set to Off. Set Jam Recovery to Auto or On:

1Make sure the printer is on and Ready appears.

2On the home screen, touch .

3Touch Settings.

4Touch General Settings.

5Touch the down arrow until Print Recovery appears.

6Touch Print Recovery.

7Touch the right arrow next to Jam Recovery untilOn orAuto appears.

Troubleshooting

271

8Touch Submit.

9Touch .

Solving print quality problems

The information in the following topics may help you solve print quality problems. If these suggestions still do not correct the problem, contact Customer Support. You may have a printer part that requires adjustment or replacement.

Isolating print quality problems

To help isolate print quality problems, print the print quality test pages:

1Turn the printer off.

2Load Letter or A4 size paper in the tray.

3 Hold down

ABC

and

MNO

while turning the printer on.

 

2

 

6

 

4Release the buttons when the screen with the progress bar appears.

The printer performs a power on sequence, and then the Configuration menu appears.

5 Touch the down arrow untilPrint Quality Pages appears.

6Touch Print Quality Pages.

The print quality test pages print.

7Touch Back.

8Touch Exit Configuration.

Blank pages

These are possible solutions. Try one or more of the following:

PACKING MATERIAL MAY BE ON THE PRINT CARTRIDGE

Remove the print cartridge and make sure the packing material is properly removed. Reinstall the print cartridge.

THE TONER MAY BE LOW

When 88 Cartridge low appears, order a new print cartridge.

If the problem continues, the printer may need to be serviced. For more information, contact Customer Support.

Troubleshooting

272

Characters have jagged or uneven edges

These are possible solutions. Try one or more of the following:

CHECK THE PRINT QUALITY SETTINGS

Change the Print Resolution setting in the Quality menu to 600 dpi, 1200 Image Q, 1200 dpi, or 2400 Image Q.

Enable Enhance Fine Lines in the Quality menu.

MAKE SURE DOWNLOADED FONTS ARE SUPPORTED

If you are using downloaded fonts, then verify that the fonts are supported by the printer, the host computer, and the software program.

Clipped images

These are possible solutions. Try one or more of the following:

CHECK THE GUIDES

Move the width and length guides in the tray to the correct positions for the paper size loaded.

CHECK THE PAPER SIZE SETTING

Make sure the paper size setting matches the paper loaded in the tray:

1From the printer control panel, check the Paper Size setting from the Paper menu.

2Before sending the job to print, specify the correct size setting:

For Windows users, specify the size from Print Properties.

For Macintosh users, specify the size from the Page Setup dialog.

Troubleshooting

273

Ghost images

ABCDE

ABCDE

ABCDE

CHECK THE PAPER TYPE SETTING

Make sure the paper type setting matches the paper loaded in the tray:

1From the printer control panel, check the Paper Type setting from the Paper menu.

2Before sending the job to print, specify the correct type setting:

For Windows users, specify the type from Print Properties.

For Macintosh users, specify the type from the Print dialog.

Gray background

ABCDE

ABCDE

ABCDE

CHECK THETONERDARKNESS SETTING

Select a lighter Toner Darkness setting:

From the printer control panel, change the setting from the Quality menu.

For Windows users, change the setting from Print Properties.

For Macintosh users, change the setting from the Print dialog.

Troubleshooting

274

Incorrect margins

A B C D

A B C D

A B C D

These are possible solutions. Try one or more of the following:

CHECK THE PAPER GUIDES

Move the guides in the tray to the correct positions for the paper size loaded.

CHECK THE PAPER SIZE SETTING

Make sure the paper size setting matches the paper loaded in the tray:

1From the printer control panel, check the Paper Size setting from the Paper menu.

2Before sending the job to print, specify the correct size setting:

For Windows users, specify the size from Print Properties.

For Macintosh users, specify the size from the Page Setup dialog.

Paper curl

These are possible solutions. Try one or more of the following:

CHECK THE PAPER TYPE SETTING

Make sure the paper type setting matches the paper loaded in the tray:

1From the printer control panel, check the Paper Type setting from the Paper menu.

2Before sending the job to print, specify the correct type setting:

For Windows users, specify the type from Print Properties.

For Macintosh users, specify the type from the Print dialog.

THE PAPER HAS ABSORBED MOISTURE DUE TO HIGH HUMIDITY

Load paper from a fresh package.

Store paper in its original wrapper until you use it.

Troubleshooting

275

Print irregularities

These are possible solutions. Try one or more of the following:

THE PAPER MAY HAVE ABSORBED MOISTURE DUE TO HIGH HUMIDITY

Load paper from a fresh package.

Store paper in its original wrapper until you use it.

CHECK THE PAPER TYPE SETTING

Make sure the paper type setting matches the paper loaded in the tray:

1From the printer control panel, check the Paper Type setting from the Paper menu.

2Before sending the job to print, specify the correct type setting:

For Windows users, specify the type from Print Properties.

For Macintosh users, specify the type from the Print dialog.

CHECK THE PAPER

Avoid textured paper with rough finishes.

THE TONER MAY BE LOW

When 88 Cartridge low appears or when the print becomes faded, replace the print cartridge.

THE FUSER MAY BE WORN OR DEFECTIVE

Replace the fuser.

Troubleshooting

276

Repeating defects

REPEATING MARKS OCCUR EVENLY DOWN THE PAGE

Replace the charge rolls if the defects occur every 28.3 mm (1.11 in.).

Replace the transfer roller if the defects occur every 51.7 mm (2.04 in.).

Replace the print cartridge if the defects occur every:

47.8 mm (1.88 in.)

96.8 mm (3.81 in.)

Replace the fuser if the defects occur every:

88.0 mm (3.46 in.)

95.2 mm (3.75 in.)

Skewed print

These are possible solutions. Try one or more of the following:

CHECK THE PAPER GUIDES

Move the guides in the tray to the correct positions for the paper size loaded.

CHECK THE PAPER

Make sure you are using paper that meets the printer specifications.

Troubleshooting

277

Solid black or white streaks

These are possible solutions. Try one or more of the following:

MAKE SURE THE FILL PATTERN IS CORRECT

If the fill pattern is incorrect, then choose a different fill pattern from your software program or application.

CHECK THE PAPER TYPE

Try a different type of paper.

Use only transparencies recommended by the printer manufacturer.

Make sure the Paper Type and Paper Texture settings match the paper loaded in the tray or feeder.

MAKE SURE THE TONER IS DISTRIBUTED EVENLY IN THE PRINT CARTRIDGE

Remove the print cartridge and shake it from side to side to redistribute the toner, and then reinstall it.

THE PRINT CARTRIDGE MAY BE DEFECTIVE OR LOW ON TONER

Replace the used print cartridge with a new one.

Print is too light

These are possible solutions. Try one or more of the following:

CHECK THE DARKNESS, BRIGHTNESS, AND CONTRAST SETTINGS

The Toner Darkness setting is too light, the Brightness setting is too light, or the Contrast setting is too low.

From the printer control panel, change these settings from the Quality menu.

For Windows users, change these settings from Print Properties.

For Macintosh users, change these settings from the Print dialog and pop up menus.

Troubleshooting

278

THE PAPER HAS ABSORBED MOISTURE DUE TO HIGH HUMIDITY

Load paper from a fresh package.

Store paper in its original wrapper until you use it.

CHECK THE PAPER

Avoid textured paper with rough finishes.

CHECK THE PAPER TYPE SETTING

Make sure the paper type setting matches the paper loaded in the tray:

1From the printer control panel, check the Paper Type setting from the Paper menu.

2Before sending the job to print, specify the correct type setting:

For Windows users, specify the type from Print Properties.

For Macintosh users, specify the type from the Print dialog.

THE TONER IS LOW

When 88 Cartridge Low appears, order a new print cartridge.

THE PRINT CARTRIDGE MAY BE DEFECTIVE

Replace the print cartridge.

Print is too dark

These are possible solutions. Try one or more of the following:

CHECK THE DARKNESS, BRIGHTNESS, AND CONTRAST SETTINGS

The Toner Darkness setting is too dark, the Brightness setting is too dark, or the Contrast setting is too high.

From the printer control panel, change these settings from the Quality menu.

For Windows users, change these settings from Print Properties.

For Macintosh users, change these settings from the Print dialog and pop up menus.

Troubleshooting

279

THE PAPER HAS ABSORBED MOISTURE DUE TO HIGH HUMIDITY

Load paper from a fresh package.

Store paper in its original wrapper until you use it.

CHECK THE PAPER

Avoid textured paper with rough finishes.

CHECK THE PAPER TYPE SETTING

Make sure the paper type setting matches the paper loaded in the tray:

1From the printer control panel, check the Paper Type setting from the Paper menu.

2Before sending the job to print, specify the correct type setting:

For Windows users, specify the type from Print Properties.

For Macintosh users, specify the type from the Print dialog.

THE PRINT CARTRIDGE MAY BE DEFECTIVE

Replace the print cartridge.

Solid color pages

These are possible solutions. Try one or more of the following:

MAKE SURE THE PRINT CARTRIDGE IS PROPERLY INSTALLED

Remove the print cartridge and shake it from side to side to redistribute the toner, and then reinstall it.

THE PRINT CARTRIDGE MAY BE DEFECTIVE OR LOW ON TONER

Replace the used print cartridge with a new one. If the problem continues, the printer may need to be serviced. For more information, contact Customer Support.

Troubleshooting

280

Streaked vertical lines

ABCDE

ABCDE

ABCDE

These are possible solutions. Try one or more of the following:

THE TONER IS SMEARED

Select another tray or feeder to feed paper for the job:

From the printer control panel, select the Default Source from the Paper Menu.

For Windows users, select the paper source from Print Properties.

For Macintosh users, select the paper source from the Print dialog and pop up menus.

THE PRINT CARTRIDGE IS DEFECTIVE

Replace the print cartridge.

THE PAPER PATH MAY NOT BE CLEAR

Check the paper path around the print cartridge.

CAUTION—HOT SURFACE: The inside of the printer might be hot. To reduce the risk of injury from a hot component, allow the surface to cool before touching.

Clear any paper you see.

THERE IS TONER IN THE PAPER PATH

Contact Customer Support.

Toner fog or background shading appears on the page

These are possible solutions. Try one or more of the following:

THE PRINT CARTRIDGE MAY BE DEFECTIVE

Replace the print cartridge.

THE CHARGE ROLLS MAY BE DEFECTIVE

Replace the charge rolls.