Manuals

Manuals
Troubleshooting Guide:

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Troubleshooting Guide

  Basic Printer Problems

  Display Problems

  Printing Problems

  Print Quality Problems

  Abnormal Noise

  Jam/Alignment Problems

  Copy Problem

  Fax Problems

  Scanning Problems

  Option Problem

  Scanner Driver/Printer Utility Problems

  Other Problems

  Contacting Service



Basic Printer Problems

Some printer problems can be easily resolved. If a problem occurs with your printer, check each of the following:

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

  • The printer's power is on.

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

  • Other electrical equipment plugged into the outlet are working.

  • Optional memory is properly installed.

If you have checked all of the above and still have a problem, turn off the printer, wait for 10 seconds, and then turn on the printer. This often fixes the problem.


Display Problems

Problem

Action

After the printer is turned on, the display on the operator panel is blank, keeps showing Please wait..., or the back light is not lit.

  • Turn off the printer, wait for 10 seconds, and turn on the printer.
  • Self Test Message appears on the operator panel. When the test is completed, >Copy Scan Fax is displayed.

Menu settings changed from the operator panel have no effect.

Settings in the software program, the printer driver, or the printer utilities are overriding the settings made on the operator panel.


Printing Problems

Problem

Action

Job did not print or incorrect characters printed.

Ensure that the top menu appears on the operator panel before you send a job to print. Press to return to the top menu.

Ensure that the print media is loaded in the printer. Press to return to >Copy Scan Fax.

Verify that the printer is using the correct page description language (PDL).

Verify that you are using the correct printer driver.

Ensure that the correct Ethernet or USB cable is securely connected to the printer.

Verify that the correct print media size is selected.

If you are using a print spooler, verify that the spooler has not stalled.

Check the printer's interface from the Admin Menu.

Determine the host interface you are using. Print a panel settings page to verify that the current interface settings are correct.

Print media misfeeds or multiple feeds occur in the tray 1 or single sheet feeder.

Ensure that the print media you are using meets the specifications for your printer. See "Supported Paper Types" for more information.

Fan the print media before loading it in the tray 1.

Ensure that the print media is loaded correctly.

Ensure that the width and length guides of the print media sources are adjusted correctly.

Ensure that the tray 1 is securely inserted.

Do not overfill the print media sources.

Do not force print media into the single sheet feeder when you load it; otherwise, it may skew or buckle.

Ensure that the print media is not curled.

Load the recommended print side correctly for the type of print media you are using. See "Loading Print Media in the Tray 1" for more information.

Turn the print media over or around and try printing again to see if feeding improves.

Do not mix print media types.

Do not mix reams of print media.

Remove the top and bottom curled sheets of a ream before loading the print media.

Load a print media source only when it is empty.

Wipe the retard rollers in the tray or single sheet feeder with a cloth that is slightly dampened with water.

The envelope is creased after printing.

Make sure that the envelope is loaded in the tray 1 or single sheet feeder as instructed in "Loading Envelopes" or "Loading an Envelope".

Page breaks in unexpected places.

Increase the value for Time-Out on the operator panel, the Tool Box, or Dell Printer Configuration Web Tool.

Print media does not stack neatly in the output bin.

Turn the print media stack over in the tray.

Cannot perform manual duplex printing.

Select Flip on Short Edge or Flip on Long Edge from the Duplex menu on the Paper/Output tab in the printer driver.

Cannot print from the tray 1 because the print media in the tray is curled.

Load the print media into the single sheet feeder.


Print Quality Problems

NOTE: Some of the following procedures that use the Tool Box can also be performed using the operator panel or Dell Printer Configuration Web Tool. For information on how to use the operator panel and Dell Configuration Web Tool, see "Understanding the Menus" and "Dell Printer Configuration Web Tool".

The entire output is too light.

Action

Yes

No

1

The toner cartridges may be low or need to be replaced. Confirm the amount of toner left in each toner cartridge.

  1. Check the toner level in the Status tab in the Status Monitor.
  2. Replace the toner cartridges as necessary.

Is the problem resolved?

The task is complete.

Go to action 2.

2

If you are using non-Dell brand toner cartridges, disable the Non-Dell Toner option.

  1. Launch the Tool Box, and click Non-Dell Toner on the Printer Maintenance tab.
  2. Ensure that the On check box is not selected.

Is the problem resolved?

The task is complete.

Go to action 3.

3

Disable the Toner Saving Mode in the printer driver.

  1. On the Advanced tab, ensure that the Toner Saving Mode check box is not selected.

Is the problem resolved?

The task is complete.

Go to action 4.

4

The print media surface may be uneven. Try changing the Paper Type setting in the printer driver. For example, change the plain paper to thick.

  1. On the Paper/Output tab, change the Paper Type setting.

Is the problem resolved?

The task is complete.

Go to action 5.

5

Verify that the correct print media is being used. See "Supported Paper Types". If not, use the print media recommended for the printer.

Is the problem resolved?

The task is complete.

Go to action 6.

6

Ensure that the eight yellow ribbons are correctly removed from the Print Head Device (PHD) unit. See "Replacing the Print Head Device (PHD) Unit" and "Installing the PHD Unit". If not, remove the ribbons.

Is the problem resolved?

The task is complete.

Go to action 7.

7

Ensure that the developer motor functions properly.

  1. Launch the Tool Box, and click Machine Check on the Diagnosis tab.
  2. Select Main Motor Operation Check from the drop-down list box and click the Start button.
  3. Click the Play of Sound button to check the motor sound.

Does the motor function properly?

Go to action 8.

Contact Dell.

8

Ensure that the dispense motor for each toner cartridge functions properly.

  1. Launch the Tool Box, and click Machine Check on the Diagnosis tab.
  2. Select Dispense Motor Check (Yellow), Dispense Motor Check (Magenta), Dispense Motor Check (Cyan), or Dispense Motor Check (Black) from the drop-down list box, and click the Start button.
  3. Click the Play of Sound button to check the motor sound.
  4. Repeat step 2 and 3 to perform Dispense Motor Check for the rest of the toner cartridges.

NOTE: You can perform Dispense Motor Check for CMYK in any order you desire.

Does the dispense motor function properly?

Go to action 9.

Contact Dell.

9

If printing many low density images, execute the Toner Refresh Mode.

  1. Launch the Tool Box, and click Refresh Mode on the Diagnosis tab.
  2. Click the Yellow button under Toner Refresh Mode.
  3. Repeat step 3 for Magenta, Cyan, and Black buttons.

CAUTION: Using the Refresh Mode consumes extra toner.

  1. After you complete the Refresh Mode, select Chart Print from the list on the Diagnosis tab.
  2. Click the 4 Colors Configuration Chart button.

The 4 Colors Configuration Chart is printed.

Is the problem resolved?

The task is complete.

Go to action 10.

10

Replace the PHD unit if you have a spare unit.

  1. Replace the PHD unit. See "Replacing the Print Head Device (PHD) Unit" and "Installing the PHD Unit".
  2. After you replace the PHD unit, click Chart Print on the Diagnosis tab.
  3. Click the 4 Colors Configuration Chart button.

The 4 Colors Configuration Chart is printed.

Is the problem resolved?

The task is complete.

Contact Dell.

Part of the output is too light.

Action

Yes

No

1

If printing many low density images, execute the Toner Refresh Mode.

  1. Launch the Tool Box, and click Refresh Mode on the Diagnosis tab.
  2. Click the Yellow button under Toner Refresh Mode.
  3. Repeat step 3 for Magenta, Cyan, and Black buttons.

CAUTION: Using the Refresh Mode consumes extra toner.

  1. After you complete the Refresh Mode, select Chart Print from the list on the Diagnosis tab.
  2. Click the 4 Colors Configuration Chart button.

The 4 Colors Configuration Chart is printed.

Is the problem resolved?

The task is complete.

Go to action 2.

2

Replace the PHD unit if you have a spare unit.

  1. Replace the PHD unit. See "Installing the PHD Unit" and "Installing the PHD Unit".
  2. After you replace the PHD unit, click Chart Print on the Diagnosis tab.
  3. Click the 4 Colors Configuration Chart button.

The 4 Colors Configuration Chart is printed.

Is the problem resolved?

The task is complete.

Contact Dell.

Toner smears or print comes off.

Action

Yes

No

1

The print media surface may be uneven. Try changing the Paper Type setting in the printer driver. For example, change the plain paper to thick.

  1. On the Paper/Output tab, change the Paper Type setting.

Is the problem resolved?

The task is complete.

Go to action 2.

2

Verify that the correct print media is being used. See "Supported Paper Types". If not, use the print media recommended for the printer.

Is the problem resolved?

The task is complete.

Go to action 3.

3

Replace the PHD unit if you have a spare unit.

  1. Replace the PHD unit. See "Replacing the Print Head Device (PHD) Unit" and "Installing the PHD Unit".
  2. After you replace the PHD unit, test print your document again.

Is the problem resolved?

The task is complete.

Go to action 4.

4

Replace the fuser if you have a spare.

  1. Replace the fuser. See the fuser replacement guide, Replacing the Fuser.
  2. After you replace the fuser, test print your document again.

Is the problem resolved?

The task is complete.

Contact Dell.

Random spots/blurred images

Action

Yes

No

1

Ensure that the toner cartridges are installed correctly. See "Installing the Toner Cartridges".

Is the problem resolved?

The task is complete.

Go to action 2.

2

Ensure that the PHD unit is installed correctly. See "Replacing the Print Head Device (PHD) Unit" and "Installing the PHD Unit".

Is the problem resolved?

The task is complete.

Go to action 3.

3

Replace the PHD unit if you have a spare unit.

  1. Replace the PHD unit. See "Replacing the Print Head Device (PHD) Unit" and "Installing the PHD Unit".
  2. After you replace the PHD unit, click Chart Print on the Diagnosis tab.
  3. Click the Pitch Configuration Chart button.

The Pitch Configuration Chart is printed.

Is the problem resolved?

The task is complete.

Contact Dell.

The entire output is blank.

Action

Yes

No

1

The toner cartridges may be low or need to be replaced. Confirm the amount of toner left in each toner cartridge.

  1. Check the toner level in the Status tab in the Status Monitor.
  2. Replace the toner cartridges as necessary.

Is the problem resolved?

The task is complete.

Go to action 2.

2

If you are using non-Dell brand toner cartridges, disable the Non-Dell Toner option.

  1. Launch the Tool Box, and click Non-Dell Toner on the Printer Maintenance tab.
  2. Ensure that the On check box is not selected.

Is the problem resolved?

The task is complete.

Go to action 3.

3

Disable the Toner Saving Mode in the printer driver.

  1. On the Advanced tab, ensure that the Toner Saving Mode check box is not selected.

Is the problem resolved?

The task is complete.

Go to action 4.

4

The print media surface may be uneven. Try changing the Paper Type setting in the printer driver. For example, change the plain paper to thick.

  1. On the Paper/Output tab, change the Paper Type setting.

Is the problem resolved?

The task is complete.

Go to action 5.

5

Verify that the correct print media is being used. See "Supported Paper Types". If not, use the print media recommended for the printer.

Is the problem resolved?

The task is complete.

Go to action 6.

6

Ensure that eight yellow ribbons are correctly removed from the PHD (Print Head Device) unit. See "Replacing the Print Head Device (PHD) Unit" and "Installing the PHD Unit". If not, remove the ribbons.

Is the problem resolved?

The task is complete.

Go to action 7.

7

Ensure that the developer motor functions properly.

  1. Launch the Tool Box, and click Machine Check on the Diagnosis tab.
  2. Select Main Motor Operation Check from the drop-down list box and click the Start button.
  3. Click the Play of Sound button to check the motor sound.

Does the motor function properly?

Go to action 8.

Contact Dell?

8

Ensure that the dispense motor for each toner cartridge functions properly.

  1. Launch the Tool Box, and click Machine Check on the Diagnosis tab.
  2. Select Dispense Motor Check (Yellow), Dispense Motor Check (Magenta), Dispense Motor Check (Cyan), or Dispense Motor Check (Black) from the drop-down list box, and click the Start button.
  3. Click the Play of Sound button to check the motor sound.
  4. Repeat step 2 and 3 to perform Dispense Motor Check for the rest of the toner cartridges.

NOTE: You can perform Dispense Motor Check for CMYK in any order you desire.

Does the dispense motor function properly?

Go to action 9.

Contact Dell?

9

  1. Replace the PHD unit. See "Replacing the Print Head Device (PHD) Unit" and "Installing the PHD Unit".
  2. After you replace the PHD unit, click Chart Print on the Diagnosis tab.
  3. Click the 4 Colors Configuration Chart button.

The 4 Colors Configuration Chart is printed.

Is the problem resolved?

The task is complete.

Contact Dell.

Streaks appear on the output.

Action

Yes

No

1

The toner cartridges may be low or need to be replaced. Confirm the amount of toner left in each toner cartridge.

  1. Check the toner level in the Status tab in the Status Monitor.
  2. Replace the toner cartridges as necessary.

Is the problem resolved?

The task is complete.

Go to action 2.

2

If you are using non-Dell brand toner cartridges, disable the Non-Dell Toner option.

  1. Launch the Tool Box, and click Non-Dell Toner on the Printer Maintenance tab.
  2. Ensure that the On check box is not selected.

Is the problem resolved?

The task is complete.

Go to action 3.

3

Replace the PHD unit if you have a spare unit.

  1. Replace the PHD unit. See "Replacing the Print Head Device (PHD) Unit" and "Installing the PHD Unit".
  2. After you replace the PHD unit, click Chart Print on the Diagnosis tab.
  3. Click the 4 Colors Configuration Chart button.

The 4 Colors Configuration Chart is printed.

Is the problem resolved?

The task is complete.

Contact Dell.

Part or the entire output is black.

Action

Yes

No

1

Ensure Output Color is set to Color (Auto) in the printer driver.

  1. On the Advanced tab, ensure that the Output Color is set to Color (Auto).

Is the problem resolved?

The task is complete.

Go to action 2.

2

Replace the PHD unit if you have a spare unit.

  1. Replace the PHD unit. See "Replacing the Print Head Device (PHD) Unit" and "Installing the PHD Unit".
  2. After you replace the PHD unit, click Chart Print on the Diagnosis tab.
  3. Click the 4 Colors Configuration Chart button.

The 4 Colors Configuration Chart is printed.

Is the problem resolved?

The task is complete.

Contact Dell.

Pitched color dots

Action

Yes

No

1

Locate the cause of the problem using the Pitch Configuration Chart.

  1. Launch the Tool Box, and click Chart Print on the Diagnosis tab.
  2. Click the Pitch Configuration Chart button.

The Pitch Configuration Chart is printed.

  1. Compare the pitch of the color spots on your output with that on the Pitch Configuration Chart, and locate the cause of the problem.

Is the cause of the problem located?

Proceed to the action corresponding to the location of the problem:

  • PHD unit - 2a
  • Fuser - 2b.
  • Main unit of the printer - contact Dell.

Contact Dell.

2a

Replace the PHD unit if you have a spare unit.

  1. Replace the PHD unit. See "Replacing the Print Head Device (PHD) Unit" and "Installing the PHD Unit".
  2. After you replace the PHD unit, click Chart Print on the Diagnosis tab.
  3. Click the Pitch Configuration Chart button.

The Pitch Configuration Chart is printed.

Is the problem resolved?

The task is complete.

Contact Dell.

2b

Replace the fuser if you have a spare.

  1. Replace the fuser. See the fuser replacement guide, Replacing the Fuser.
  2. After you replace the fuser, click Chart Print on the Diagnosis tab.
  3. Click the Pitch Configuration Chart button.

The Pitch Configuration Chart is printed.

Is the problem resolved?

The task is complete.

Contact Dell.

Vertical blanks

Action

Yes

No

1

Ensure the light path is not covered.

  1. Remove the PHD unit, and keep it in the dark place. See "Replacing the Print Head Device (PHD) Unit".
  2. Check the light path, and then remove the shielding.
  3. Reinstall the PHD unit. See "Installing the PHD Unit".
  4. Launch the Tool Box, and click Chart Print on the Diagnosis tab.
  5. Click the Pitch Configuration Chart button.

The Pitch Configuration Chart is printed.

Is the problem resolved?

The task is complete.

Go to action 2.

2

Replace the PHD unit if you have a spare unit.

  1. Replace the PHD unit. See "Replacing the Print Head Device (PHD) Unit" and "Installing the PHD Unit".
  2. After you replace the PHD unit, click Chart Print on the Diagnosis tab.
  3. Click the Pitch Configuration Chart button.

The Pitch Configuration Chart is printed.

Is the problem resolved?

The task is complete.

Contact Dell.

Ghosting

Action

Yes

No

1

Locate the cause of the problem using the Ghost Configuration Chart.

  1. Launch the Tool Box, and click Chart Print on the Diagnosis tab.
  2. Click the Ghost Configuration Chart button.

The Ghost Configuration Chart is printed.

Is the type of the problem identified?

Proceed to the action corresponding to the type of ghosting.

Positive ghost - 2a

Negative ghost - 2b

Contact Dell.

2a

Replace the PHD unit if you have a spare unit.

  1. Replace the PHD unit. See "Replacing the Print Head Device (PHD) Unit" and "Installing the PHD Unit".
  2. After you replace the PHD unit, click Chart Print on the Diagnosis tab.
  3. Click the Ghost Configuration Chart button.

The Ghost Configuration Chart is printed.

Is the problem resolved?

The task is complete.

Contact Dell.

2b

If using non-recommended print media, use the print media recommended for the printer.

Is the problem resolved?

Go to action 3.

Go to action 2a.

3

Adjust the transfer bias.

  1. On the operator panel, select SETUP ® Admin Menu ® Maintenance ® Adjust BTR.
  2. Adjust the setting for the type of print media being used.
  3. Launch the Tool Box, and click Chart Print on the Diagnosis tab.
  4. Click the Ghost Configuration Chart button.

The Ghost Configuration Chart is printed.

Is the problem resolved?

The task is complete.

Contact Dell.

Light fatigue

Action

Yes

No

1

Check the light fatigue pattern using the Pitch Configuration Chart.

  1. Launch the Tool Box, and click Chart Print on the Diagnosis tab.
  2. Click the Pitch Configuration Chart button.

The Pitch Configuration Chart is printed.

Does the pattern on the output match with that on the Pitch Configuration Chart?

Go to action 2.

Contact Dell.

2

Execute the PHD Refresh Mode.

  1. Launch the Tool Box, and click Refresh Mode on the Diagnosis tab.
  2. After you start the PHD Refresh Mode, click Chart Print on the Diagnosis tab.
  3. Click the 4 Colors Configuration Chart button.

The 4 Colors Configuration Chart is printed.

Is the problem resolved?

The task is complete.

Go to action 3.

3

Replace the PHD unit if you have a spare unit. See "Replacing the Print Head Device (PHD) Unit" and "Installing the PHD Unit".

Is the problem resolved?

The task is complete.

Contact Dell.

Fog

Action

Yes

No

1

Execute the PHD Refresh Mode.

  1. Launch the Tool Box, and click Refresh Mode on the Diagnosis tab.
  2. After you start the PHD Refresh Mode, click Chart Print on the Diagnosis tab.
  3. Click the 4 Colors Configuration Chart button.

The 4 Colors Configuration Chart is printed.

Is the problem resolved?

The task is complete.

Go to action 2.

2

Replace the PHD unit if you have a spare unit.

  1. Replace the PHD unit. See "Replacing the Print Head Device (PHD) Unit" and "Installing the PHD Unit".
  2. After you replace the PHD unit, click Chart Print on the Diagnosis tab.
  3. Click the 4 Colors Configuration Chart button.

The 4 Colors Configuration Chart is printed.

Is the problem resolved?

The task is complete.

Contact Dell.

Bead-Carry-Out (BCO)

Action

Yes

No

1

If the printer is installed in a high altitude location, set the altitude of the location.

  1. Launch the Tool Box, and click Adjust Altitude on the Printer Maintenance tab.
  2. Select the value close to the altitude of the location where the printer is installed.

Is the problem resolved?

The task is complete.

Go to action 2.

2

Replace the PHD unit if you have a spare unit. See "Replacing the Print Head Device (PHD) Unit" and "Installing the PHD Unit".

Is the problem resolved?

The task is complete.

Contact Dell.

Jagged characters

Action

Yes

No

1

Set Print Mode to High Quality in the printer driver.

  1. On the Graphics tab, select High Quality from Print Mode.

Is the problem resolved?

The task is complete.

Go to action 2.

2

Enable Bitmap Smoothing in the printer driver.

  1. On the Advanced tab, set Bitmap Smoothing under Items: to On.

Is the problem resolved?

The task is complete.

Go to action 3.

3

Enable Bitmap Text Smoothing in the printer driver.

  1. On the Advanced tab, set Bitmap Text Smoothing under Items: to On.

Is the problem resolved?

The task is complete.

Go to action 4.

4

If using a downloaded font, ensure that the font is recommended for the printer, operating system, and the application being used.

Is the problem resolved?

The task is complete.

Contact Dell.

Banding

Action

Yes

No

1

Locate the cause of the problem using the Pitch Configuration Chart.

  1. Launch the Tool Box, and click Chart Print on the Diagnosis tab.
  2. Click the Pitch Configuration Chart button.

The Pitch Configuration Chart is printed.

Is the cause of the problem located?

Proceed to the action corresponding to the location of the problem:

  • PHD unit - 2a
  • Fuser - 2b
  • Main unit of the printer - contact Dell

Contact Dell.

2a

Replace the PHD unit if you have a spare unit.

  1. Replace the PHD unit. See "Replacing the Print Head Device (PHD) Unit" and "Installing the PHD Unit".
  2. After you replace the PHD unit, click Chart Print on the Diagnosis tab.
  3. Click the Pitch Configuration Chart button.

The Pitch Configuration Chart is printed.

Is the problem resolved?

The task is complete.

Contact Dell.

2b

Replace the fuser if you have a spare.

  1. Replace the fuser. See the fuser replacement guide, Replacing the Fuser.
  2. After you replace the fuser, click Chart Print on the Diagnosis tab.
  3. Click the Pitch Configuration Chart button.

The Pitch Configuration Chart is printed.

Is the problem resolved?

The task is complete.

Contact Dell.

Auger mark

Action

Yes

No

1

Locate the cause of the problem using the Pitch Configuration Chart.

  1. Launch the Tool Box, and click Chart Print on the Diagnosis tab.
  2. Click the Pitch Configuration Chart button.

The Pitch Configuration Chart is printed.

Does the output match with the pattern for auger mark?

Go to action 2.

Contact Dell.

2

Execute the Developer Stir Mode.

  1. Launch the Tool Box, and click Developer Stir Mode on the Diagnosis tab.
  2. Click the Start button.
  3. After you execute the Developer Stir Mode, click Chart Print on the Diagnosis tab.
  4. Click the Pitch Configuration Chart button.

The Pitch Configuration Chart is printed.

Is the problem resolved?

The task is complete.

Go to action 3.

3

Replace the PHD unit if you have a spare unit. See "Replacing the Print Head Device (PHD) Unit" and "Installing the PHD Unit".

Is the problem resolved?

The task is complete.

Contact Dell.

Creased/stained paper

Action

Yes

No

1

Verify that the correct print media is being used. See "Supported Paper Types". If not, use the print media recommended for the printer.

Is the problem resolved?

The task is complete.

If printing on an envelope, go to action 2a.

If printing on print media other than envelopes, go to action 2b.

2a

Check the crease. Is the crease within 30 mm of the four edges of the envelope?

This type of crease is considered normal. Your printer is not at fault.

If the envelope is 220 mm or longer (C5 or COM-10), go to action 3a.

If the envelope is shorter than 220 mm (Monarch or DL), go to action 3b.

2b

Execute the Paper Wrinkle Check Mode.

  1. Launch the Tool Box, and click Paper Wrinkle Check Mode on the Diagnosis tab.
  2. Click the Start button.

Is the paper wrinkled?

Contact Dell.

Go to action 3c.

3a

Does the envelope have a flap on the long edge?

The envelope is C5. Go to action 4a.

The envelope is COM-10. Go to 4b.

3b

Load the envelope long edge feed in the tray 1 with the flap open.

Is the problem resolved?

The task is complete.

Go to action 4b.

3c

Replace the fuser if you have a spare. See the fuser replacement guide, Replacing the Fuser.

Is the problem resolved?

The task is complete.

Contact Dell.

4a

Load the envelope in the tray 1 with the flap open and face down.

Is the problem resolved?

The task is complete.

Go to 4b.

4b

Use a different size envelope.

Is the problem resolved?

The task is complete.

Contact Dell.


Abnormal Noise

NOTE: Some of the following procedures that use the Tool Box can also be performed using the operator panel or Dell Printer Configuration Web Tool. For information on how to use the operator panel and Dell Configuration Web Tool, see "Understanding the Menus" and "Dell Printer Configuration Web Tool".

Action

Yes

No

1

Locate the cause of the problem by removing the toner cartridges, fuser, and the PHD unit.

  1. Remove the toner cartridges, fuser, and PHD unit. See "Removing the Used Toner Cartridge", "Replacing the Print Head Device (PHD) Unit", and the fuser replacement guide, Replacing the Fuser.
  2. Launch the Tool Box, and click Machine Check on the Diagnosis tab.
  3. Select Main Motor Operation Check from the drop-down list box, and click the Start button.
  4. Click the Play of Sound button to check the motor sound.

Does the noise generated from the printer match with the noise from the Play of Sound button?

Contact Dell.

Go to action 2.

2

  1. On the Machine Check page, select Fuser Motor Operation Check from the drop-down list box, and click the Start button.
  2. Click the Play of Sound button to check the motor sound.

Does the noise generated from the printer match with the noise from the Play of Sound button?

Contact Dell.

Go to action 3.

3

  1. On the Machine Check page, select Dispense Motor Check (Yellow), Dispense Motor Check (Magenta), Dispense Motor Check (Cyan), or Dispense Motor Check (Black) from the drop-down list box, and click the Start button.
  2. Click the Play of Sound button to check the motor sound.
  3. Repeat steps 1 and 2 to perform Dispense Motor Check for the rest of the toner cartridges.

NOTE: You can perform Dispense Motor Check for CMYK in any order you desire.

NOTE: Do not check the operation of the dispense motor repeatedly.

Does the noise generated from the printer match with the noise from the Play of Sound button?

Contact Dell.

Go to action 4.

4

  1. Reinstall the fuser.
  2. Perform action 3 again.

Does the noise generated from the printer match with the noise from the Play of Sound button?

Contact Dell.

Go to action 5.

5

  1. Reinstall the PHD unit.
  2. Perform action 3 again.

Does the noise generated from the printer match with the noise from the Play of Sound button?

Contact Dell.

Go to action 6.

6

  1. Reinstall the toner cartridges.
  2. Perform action 3 again.

Does the noise generated from the printer match with the noise from the Play of Sound button?

Contact Dell.

Contact Dell.


Jam/Alignment Problems

NOTE: Some of the following procedures that use the Tool Box can also be performed using the operator panel or Dell Printer Configuration Web Tool. For information on how to use the operator panel and Dell Configuration Web Tool, see "Understanding the Menus" and "Dell Printer Configuration Web Tool".

The top and side margins are incorrect.

Action

Yes

No

1

Ensure that the margins are set correctly on the application being used.

Is the problem resolved?

The task is complete.

Contact Dell.

The color registration is out of alignment.

Action

Yes

No

1

Execute auto color registration adjustment.

  1. Launch the Tool Box, and click Registration Adjustment on the Printer Maintenance tab.
  2. Click Auto Correct under Color Registration Adjustments.

Is the problem resolved?

The task is complete.

Go to action 2.

2

Do you have a spare PHD unit?

Go to action 3a.

Go to action 3b.

3a

Replace the PHD unit if you have a spare unit.

  1. Replace the PHD unit. See "Replacing the Print Head Device (PHD) Unit" and "Installing the PHD Unit".
  2. On the Registration Adjustment page, click the Color Regi Chart button.

The Color Regi Configuration Chart is printed.

Is the problem resolved?

The task is complete.

Contact Dell.

3b

Print the Color Regi Configuration Chart and manually correct the color registration.

  1. On the Registration Adjustment page, click the Color Regi Chart button.

The Color Regi Configuration Chart is printed.

  1. Identify the offset values from the chart and and enter them in Color Registration Adjustment 1 (Lateral) and Color Registration Adjustment 2 (Process). See "Adjusting Color Registration" for details.
  2. Click the Apply New Settings button.
  3. Click the Color Regi Chart button to print the Color Regi Configuration Chart again.

Is the problem resolved?

The task is complete.

Contact Dell.

Misfeed jam

Action

Yes

No

1

Ensure that the tray 1 is properly inserted.

Is the problem resolved?

The task is complete.

Proceed to the action corresponding to the type of the print media being used:

  • Thick - 2a
  • Thin - 2b
  • Coated - 2c
  • Envelope - 2d

If performing manual duplex printing, go to action 2e.

If using paper other than the above or if not performing manual duplex printing, go to action 2f.

2a

Use Thick paper that is 216 gsm or less.

Is the problem resolved?

The task is complete.

Go to action 3a.

2b

Use Thin paper that is 216 gsm or less.

Is the problem resolved?

The task is complete.

Go to action 3a.

2c

Load Coated paper one sheet at a time.

Is the problem resolved?

The task is complete.

Go to action 3b.

2d

Ensure that the envelope is properly loaded in the tray 1 or single sheet feeder as instructed in "Loading Envelopes" or "Loading an Envelope".

Is the problem resolved?

The task is complete.

Go to action 3c.

2e

Ensure that the print media is not curled.

Is the problem resolved?

The task is complete.

Go to action 3a.

2f

Is the print media damp?

Go to action 3d.

Go to action 3a.

3a

Fan the print media.

Is the problem resolved?

The task is complete.

Go to action 3b.

3b

Wipe the retard roller in the tray 1 with a cloth moistened with water.

Is the problem resolved?

The task is complete.

Go to action 4b.

3c

If the envelope is deformed, correct it or use another envelope.

Is the problem resolved?

The task is complete.

Go to action 3a.

3d

Turn over the print media.

Is the problem resolved?

The task is complete.

Go to action 4a.

4a

Use print media that is not damp.

Is the problem resolved?

The task is complete.

Go to action 3a.

4b

Replace the PHD unit if you have a spare unit.

Is the problem resolved?

The task is complete.

Contact Dell.

Jam at the Regi Sensor

Action

Yes

No

1

Ensure that the PHD unit is installed correctly. See "Replacing the Print Head Device (PHD) Unit" and "Installing the PHD Unit".

Is the problem resolved?

The task is complete.

Go to action 2.

2

Replace the PHD unit if you have a spare unit. See "Replacing the Print Head Device (PHD) Unit" and "Installing the PHD Unit".

Is the problem resolved?

The task is complete.

Contact Dell.

Jam at the Exit Sensor

Action

Yes

No

1

Ensure that the fuser is installed correctly. For information on how to install the fuser, see the fuser replacement guide, Replacing the Fuser.

Is the problem resolved?

The task is complete.

Go to action 2.

2

Replace the PHD unit if you have a spare. See "Replacing the Print Head Device (PHD) Unit" and "Installing the PHD Unit".

Is the problem resolved?

The task is complete.

Contact Dell.

Multi-feed jam

Action

Yes

No

1

Ensure that the tray 1 is properly inserted.

Is the problem resolved?

The task is complete.

If using Coated paper, go to action 2a.

If using other type of print media, go to action 2b.

2

Load Coated paper one sheet at a time.

Is the problem resolved?

The task is complete.

Go to action 4b.

3

Is the print media damp?

Go to action 4a.

Go to action 4b.

4a

Use print media that is not damp.

Is the problem resolved?

The task is complete.

Go to action 4b.

4b

Fan the print media.

Is the problem resolved?

The task is complete.

Go to action 5.

5

Wipe the retard roller in the tray 1 with a cloth moistened with water.

Is the problem resolved?

The task is complete.

Contact Dell.

A document jam occurs in the ADF if scanning of multiple-sheet document is cancelled while scanning is in progress.

Action

Yes

No

1

Clear the jam. See "Clearing Paper Jams From the ADF".

Is the problem resolved?

The task is complete.

Contact Dell.


Copy Problem

Problem

Action

A document loaded in the ADF cannot be copied.

Ensure that the ADF cover is firmly closed.

Ensure that the release lever is properly positioned.


Fax Problems

Problem

Action

The printer is not working, there is no display and the buttons are not working.

Unplug the power cord and plug it in again.

Ensure that there is power to the electrical receptacle.

No dial tone sounds.

Check that the phone line is connected properly. See "Connecting the Telephone Line".

Check that the phone socket in the wall is working by plugging in another phone.

The numbers stored in the memory do not dial correctly.

Ensure that the numbers are stored in the memory correctly.

Print a Phone Book list.

The document does not feed into the printer.

Ensure that the document is not wrinkled and you are putting it in correctly. Check that the document is of the right size, not too thick or thin.

Ensure that the ADF cover is firmly closed.

Faxes are not received automatically.

The FAX mode should be selected.

Ensure that there is paper in the paper tray.

Check to see if the display shows Memory Full.

The printer does not send faxes.

Ensure that the document is loaded in the ADF or on the document feeder glass.

Sending should show up on the display.

Check the other fax machine you are sending to, to see if it can receive your fax.

The incoming fax has blank spaces or is received in poor-quality.

The fax machine sending you the fax may be faulty.

A noisy phone line can cause line errors.

Check your printer by making a copy.

The toner cartridge may be empty. Replace the toner cartridge, referring to "Replacing Toner Cartridges".

Some of the words on an incoming fax are stretched.

The fax machine sending you the fax had a temporary document jam.

There are lines on the documents you send.

Check your scan glass for marks and clean it. See "Cleaning the Scanner".

The printer dials a number, but the connection with another fax machine fails.

The other fax machine may be turned off, out of paper, or cannot answer incoming calls. Speak with the other machine operator and ask her/him to sort out the problem.

Documents are not stored in the memory.

There may not be enough memory to store the document. If the display shows a Memory Full message, delete any documents you no longer need from the memory and then restore the document, or wait for the job in progress (e.g., a fax transmission or reception) to complete.

Blank areas appear at the bottom of each page or on other pages, with a small strip of text at the top.

You may have chosen the wrong paper settings in the user option setting. See "Print Media Guidelines".

The printer will not send or receive faxes.

Ensure that the country code is set correctly under SETUP ® Admin Menu ® Fax Settings ® Country.

An error often occurs during a fax transmission or reception.

Reduce the modem speed under SETUP ® Admin Menu ® Fax Settings ® Modem Speed.


Scanning Problems

Problem

Action

The scanner does not work.

Ensure that you place the document to be scanned face down from the document feeder glass, or face up in the ADF.

There may not be enough available memory to hold the document you want to scan. Try the Prescan function to see if that works. Try lowering the scan resolution rate.

Check that the USB cable is connected properly.

Ensure that the USB cable is not defective. Switch the cable with a known good cable. If necessary, replace the cable.

Check that the scanner is configured correctly. Check the application you want to use to make certain that the scanner job is being sent to the correct port.

The printer scans very slowly.

Graphics are scanned more slowly than text when using the Scan to E-mail or Scan to Network feature.

Communication speed becomes slow in scan mode because of the large amount of memory required to analyze and reproduce the scanned image.

Scanning images at a high resolution takes more time than scanning at a low resolution.

Document misfeeds or multiple feeds occur in the Automatic Document Feeder (ADF).

Check whether the ADF roller assembly is installed properly.

Ensure the document's paper type meets the specifications for the printer. See "Supported Paper Types" for more information.

Check whether the document is properly loaded in the ADF.

Ensure that the document guides are adjusted properly.

Ensure that the number of document sheets do not exceed the maximum capacity of the ADF.

Ensure that the document is not curled.

Fan the document well before loading it in the ADF.

Vertical stripes appear on the output when scanned using the ADF.

Clean the ADF glass.

A smear appears at the same location on the output when scanned using the document glass.

Clean the document glass.

Images are skewed.

Ensure that the document is loaded straight in the ADF or on the document glass.

Diagonal lines appear jagged when scanned using the ADF.

If the document uses thick media, try scanning it from the document glass.

Message appears on your computer screen:

  • "Device can't be set to the H/W mode you want."
  • "Port is being used by another program."
  • "Port is Disabled."
  • "Scanner is busy receiving or printing data. When the current job is completed, try again."
  • "Invalid handle."
  • "Scanning has failed."

There may be a copying or printing job in progress. When the current job is complete, try the job again.

The selected port is currently being used. Restart your computer and try again.

The printer's cable may be improperly connected or the power may be off.

The scanner driver is not installed or an operating environment is not set up properly.

Ensure that the port is properly connected and the power is turned on. Then restart your computer.

Check if the USB cable is properly connected.

The printer does not properly transfer scan data to a specified destination via the Scan to E-mail or Scan to Network feature.

Check if the following settings have been set correctly on the Dell Printer Configuration Web Tool.

Scan to Network

Check the following settings under Address Book ® Server Address:

  • Server Address
  • Server Path
  • Share Name
  • Login Name
  • Login Password

Scan to E-mail

Check the following setting under Address Book ® E-Mail Address:

  • Address

Cannot scan using WIA on a Windows Server 2003 computer.

Enable WIA on the computer.

To enable WIA:

  1. Click Start, point to Administrative Tools, and then click Services.
  2. Right-click Windows Image Acquisition (WIA), and then click Start.

Cannot scan using TWAIN or WIA on a Windows Server 2008 computer.

Install the Desktop Experience feature on the computer.

To install Desktop Experience:

  1. Click Start, point to Administrative Tools, and then click Server Manager.
  2. Under Features Summary, click Add Features.
  3. Select the Desktop Experience check box, click Next, and then click Install.
  4. Restart the computer.


Option Problem

If an option does not operate correctly following installation or stops working:

  • Turn off the printer, wait for 10 seconds, and then turn on the printer. If this does not fix the problem, unplug the printer, and check the connection between the option and the printer.

  • Print the System Settings page to see if the option is listed in the Installed Options list. If the option is not listed, reinstall it. See "Printing a System Settings Page".

  • Ensure the option is selected in the printer driver you are using.

The following table lists printer's option and corrective action for related problem. If the suggested corrective action does not correct the problem, call customer service.

Problem

Action

Memory card

Ensure the memory card is securely connected to the memory connector.


Scanner Driver/Printer Utility Problems

Problem

Action

Unable to retrieve the Address Book data from the printer on the Address Book Editor.

Ensure that your computer and the printer is properly connected with the USB cable.

Ensure that the printer's power is on.

Ensure that the scanner driver is installed on your computer. (The Address Book Editor retrieves the Address Book data via the scanner driver.)

The TWAIN driver cannot connect to the printer.

Ensure that your computer and the printer is properly connected with the USB cable.

Check whether the printer is on. If the printer is on, reboot it by turning the power switch off and then on again.

If a scan application is running, close the application once, restart the application, and then try scanning again.

The scanner driver has not been registered on your computer and cannot be accessed from ScanButton Manager.

Install the scanner driver. If the driver is installed, uninstall it and then reinstall it again.

Failed to scan your document on the printer via ScanButton Manager.

Ensure that your computer and the printer is properly connected with the USB cable.

Check whether the printer is on. If the printer is on, reboot it by turning the power switch off and then on again.

If a scan application is running, close the application once, restart the application, and then try scanning again.

Failed to create an image file via ScanButton Manager.

 

Ensure there is sufficient space in your hard disk.

Uninstall ScanButton Manager from Control Panel ® Add or Remove Programs on your computer and then reinstall it again.

Failed to initialize ScanButton Manager.

Uninstall ScanButton Manager from Control Panel ® Add or Remove Programs on your computer and then reinstall it again.

Failed to execute ScanButton Manager.

Uninstall ScanButton Manager from Control Panel ® Add or Remove Programs on your computer and then reinstall it again.

An unexpected error occurred on ScanButton Manager.

Uninstall ScanButton Manager from Control Panel ® Add or Remove Programs on your computer and then reinstall it again.


Other Problems

Problem

Action

Condensation has occurred inside the printer.

This usually occurs within several hours after you heat the room in winter. This also occurs when the printer is operating in a location where relative humidity reaches 85% or more. Adjust the humidity or relocate the printer to an appropriate environment.

"CTD Sensor Error Error 009-340 Code:xx Restart Printer", "Check CTD Unit 092-910 Clean CTD Sensor", or "Check CTD Unit 092-310" is displayed.

Clean the CTD sensor. See "Cleaning the CTD Sensor Inside the Printer".

"Authentication error has occurred. The account is not registered. Please inquire of the system administrator. 016-757" is displayed on the Status Monitor.

Ask your system administrator.

"Function unavailable. It is a function that cannot be used. Please inquire of the system administrator. 016-758" is displayed on the Status Monitor.

Ask your system administrator.

"Printable page limit reached. Printable page limit reached, cannot print. Please inquire of the system administrator. 016-759" is displayed on the Status Monitor.

Ask your system administrator.

"Multifunction printer error. Check the PHD unit and the Toner Cartridge. Contact customer support if this failure is repeated. 093-919" is displayed on the Status Monitor.

Replace the toner cartridge of the color displayed on the operator panel.

Replace the PHD unit.

Contact Customer Support.

"Multifunction printer error. Check the PHD unit and the Toner Cartridge. Contact customer support if this failure is repeated. 093-920" is displayed on the Status Monitor.

Replace the toner cartridge of the color displayed on the operator panel.

Replace the PHD unit.

Contact Customer Support.

"Multifunction printer error. Check the PHD unit and the Toner Cartridge. Contact customer support if this failure is repeated. 093-921" is displayed on the Status Monitor.

Replace the toner cartridge of the color displayed on the operator panel.

Replace the PHD unit.

Contact Customer Support.

"Multifunction printer error. Check the PHD unit and the Toner Cartridge. Contact customer support if this failure is repeated. 093-922" is displayed on the Status Monitor.

Replace the toner cartridge of the color displayed on the operator panel.

Replace the PHD unit.

Contact Customer Support.


Contacting Service

When you call for printer service, be prepared to describe the problem you are experiencing or the error message on the display.

You need to know your printer's model type and serial number. See the label located inside the side door of your printer.


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