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Troubleshooting process
When the printer malfunctions or encounters an unexpected situation, the printer control
panel alerts you of the situation. This section contains a pre-troubleshooting checklist to filter
out many possible causes of the problem. A troubleshooting flowchart helps you diagnose
the root cause of the problem. The remainder of this chapter provides steps for correcting
problems.
● Use the pre-troubleshooting checklist to evaluate the source of the problem and to
reduce the number of steps required to fix the problem.
● Use the troubleshooting flowchart to pinpoint the root cause of hardware malfunctions.
The flowchart guides you to the appropriate section of this chapter that provides steps
for correcting the malfunction.
Before beginning any troubleshooting procedure, check the following:
● Are supply items within their rated life?
● Does the configuration page reveal any configuration errors?
NOTE
The customer is responsible for checking supplies and for using supplies that are in good
condition.
Pre-troubleshooting checklist
The list below describes basic questions to ask the customer to help quickly define the
problem(s)
Table 7-1. Pre-troubleshooting checklist
Environment ● Is the printer installed on a solid, level surface +/- 1 degree?
● Is the power supply voltage within ± 10 volts of the specified power
source?
● Is the power supply plug inserted in the printer and the outlet?
● Is the operating environment within the specified parameters, as listed
in Chapter 1 of this manual?
● 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 ● Does the customer use only supported media?
● Is the media in good condition (no curls, folds, etc.)?
● Is the media stored correctly and within environmental limits?
Input trays ● Is the amount of media in the tray within specifications?
● Is the media set into the tray correctly?
● Are the paper guides aligned with the paper?
● Is the cassette properly installed in the printer?
Print cartridges ● Is each print cartridge properly installed?
ENWW Troubleshooting process 307