Printing problems

Confidential and other held documents do not print

Action

Yes

No

Step 1

  1. From the control panel, check if the documents appear in the Held Jobs list.

    Note: If the documents are not listed, then print the documents using the Print and Hold options.

  2. Print the documents.


Are the documents printed?

The problem is solved.

Go to step 2.

Step 2

The print job may contain a formatting error or invalid data. Delete the print job, and then send it again.


Are the documents printed?

The problem is solved.

Go to step 3.

Step 3

If you are printing from the Internet, then the printer may be reading the multiple job titles as duplicates.

For Windows users
  1. Open the Printing Preferences dialog.

  2. From the Print and Hold tab, click Use Print and Hold, and then click Keep duplicate documents.

  3. Enter a PIN, and then save the changes.

  4. Send the print job.

For Macintosh users
  1. Save and name each job differently.

  2. Send the job individually.


Are the documents printed?

The problem is solved.

Go to step 4.

Step 4

  1. Delete some held jobs to free up printer memory.

  2. Print the documents.


Are the documents printed?

The problem is solved.

Go to step 5.

Step 5

  1. Add printer memory.

  2. Print the documents.


Are the documents printed?

The problem is solved.

Contact customer support.


Slow printing

Action

Yes

No

Step 1

Make sure that the printer cable is securely connected to the printer and to the computer, print server, option, or other network device.


Is the printer printing slow?

Go to step 2.

The problem is solved.

Step 2

  1. Make sure that the printer is not in Quiet Mode.

    From the home screen, touch Settings > Device > Maintenance > Configuration Menu > Device Operations > Quiet Mode.

  2. Print the document.


Is the printer printing slow?

Go to step 3.

The problem is solved.

Step 3

  1. Depending on your operating system, specify the print resolution from the Printing Preferences or Print dialog.

  2. Set the resolution to 4800 CQ.

  3. Print the document.


Is the printer printing slow?

Go to step 4.

The problem is solved.

Step 4

  1. From the home screen, touch Settings > Print > Quality > Print Resolution.

  2. Set the resolution to 4800 CQ.

  3. Print the document.


Is the printer printing slow?

Go to step 5.

The problem is solved.

Step 5

  1. Depending on your operating system, specify the paper type from the Printing Preferences or Print dialog.

    Notes:

    • Make sure that the setting matches the paper loaded.
    • You can also change the setting on the printer control panel. From the home screen, touch Settings > Paper > Tray Configuration > Paper Size/Type.
    • Heavier paper prints more slowly.
    • Paper narrower than letter, A4, and legal may print more slowly.
  2. Print the document.


Is the printer printing slow?

Go to step 6.

The problem is solved.

Step 6

  1. Make sure that the printer settings for texture and weight match the paper being loaded.

    From the home screen, touch Settings > Paper > Media Configuration > Media Types.

    Note: Rough paper texture and heavy paper weight may print more slowly.

  2. Print the document.


Is the printer printing slow?

Go to step 7.

The problem is solved.

Step 7

Remove held jobs.


Is the printer printing slow?

Go to step 8.

The problem is solved.

Step 8

  1. Make sure that the printer is not overheating.

    Notes:

  2. Print the document.


Is the printer printing slow?

Contact customer support.

The problem is solved.


Print jobs do not print

Action

Yes

No

Step 1

  1. From the document you are trying to print, open the Print dialog, and then check if you have selected the correct printer.

  2. Print the document.


Is the document printed?

The problem is solved.

Go to step 2.

Step 2

  1. Check if the printer is on.

  2. Resolve any error messages that appear on the display.

  3. Print the document.


Is the document printed?

The problem is solved.

Go to step 3.

Step 3

  1. Check if the ports are working and if the cables are securely connected to the computer and the printer.

    For more information, see the setup documentation that came with the printer.

  2. Print the document.


Is the document printed?

The problem is solved.

Go to step 4.

Step 4

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

  2. Print the document.


Is the document printed?

The problem is solved.

Go to step 5.

Step 5

  1. Remove, and then reinstall the print driver.

  2. Print the document.


Is the document printed?

The problem is solved.

Contact customer support.


Job prints from the wrong tray or on the wrong paper

Action

Yes

No

Step 1

  1. Check if you are printing on the correct paper.

  2. Print the document.


Is the document printed on the correct paper?

Go to step 2.

Load the correct paper size and paper type.

Step 2

  1. Depending on your operating system, specify the paper size and paper type from the Printing Preferences or Print dialog.

    Note: You can also change the settings on the printer control panel. Navigate to:

    Settings > Paper > Tray Configuration > Paper Size/Type

  2. Make sure that the settings match the paper loaded.

  3. Print the document.


Is the document printed on the correct paper?

The problem is solved.

Go to step 3.

Step 3

  1. Check if the trays are linked.

    For more information, see Linking trays.

  2. Print the document.


Is the document printed from the correct tray?

The problem is solved.

Contact customer support.


The printer is not responding

Action

Yes

No

Step 1

Check if the power cord is connected to the electrical outlet.

standard caution icon CAUTION—POTENTIAL INJURY: To avoid the risk of fire or electrical shock, connect the power cord to an appropriately rated and properly grounded electrical outlet that is near the product and easily accessible.


Is the printer responding?

The problem is solved.

Go to step 2.

Step 2

Check if the electrical outlet is turned off by a switch or breaker.


Is the electrical outlet turned off by a switch or breaker?

Turn on the switch or reset the breaker.

Go to step 3.

Step 3

Check if the printer is on.


Is the printer on?

Go to step 4.

Turn on the printer.

Step 4

Check if the printer is in Sleep or Hibernate mode.


Is the printer in Sleep or Hibernate mode?

Press the power button to wake the printer.

Go to step 5.

Step 5

Check if the cables connecting the printer and the computer are inserted to the correct ports.


Are the cables inserted to the correct ports?

Go to step 6.

Insert the cables to the correct ports.

Step 6

Turn off the printer, install the hardware options, and then turn on the printer.

For more information, see the documentation that came with the option.


Is the printer responding?

The problem is solved.

Go to step 7.

Step 7

Install the correct print driver.


Is the printer responding?

The problem is solved.

Go to step 8.

Step 8

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


Is the printer responding?

The problem is solved.

Contact customer support.


Print quality is poor

Blank or white pages

Note: Before solving the problem, print the quality sample pages to determine the missing color. From the home screen, touch Settings > Troubleshooting > Print Quality Test Pages.

Action

Yes

No

Step 1

  1. Remove, and then insert the imaging unit.

    Warning—Potential Damage: Do not expose the imaging unit to direct light for more than 10 minutes. Extended exposure to light may cause print quality problems.

    Warning—Potential Damage: Do not touch the photoconductor drum under the imaging unit. Doing so may affect the quality of future print jobs..

  2. Print the document.


Is the printer printing blank or white pages?

Go to step 2.

The problem is solved.

Step 2

Replace the imaging unit, and then print the document.


Is the printer printing blank or white pages?

Contact customer support.

The problem is solved.


Dark print

Note: Before solving the problem, print the quality sample pages to determine the missing color. From the home screen, touch Settings > Troubleshooting > Print Quality Test Pages.

Action

Yes

No

Step 1

  1. Perform Color Adjust.

    From the home screen, touch Settings > Print > Quality > Advanced Imaging > Color Adjust.

  2. Print the document.


Is the print too dark?

Go to step 2.

The problem is solved.

Step 2

  1. Depending on your operating system, reduce the toner darkness from the Printing Preferences or Print dialog.

    Note: You can also change the setting on the printer control panel. From the home screen, touch Settings > Print > Quality > Toner Darkness.

  2. Print the document.


Is the print too dark?

Go to step 3.

The problem is solved.

Step 3

  1. Depending on your operating system, specify the paper type from the Printing Preferences or Print dialog.

    Notes:

    • Make sure that the setting matches the paper loaded in the tray.
    • You can also change the setting on the printer control panel. From the home screen, touch Settings > Paper > Tray Configuration > Paper Size/Type.
  2. Print the document.


Is the print too dark?

Go to step 4.

The problem is solved.

Step 4

Make sure that the paper has no texture or rough finishes.


Are you printing on textured or rough paper?

Go to step 5.

Go to step 6.

Step 5

  1. Replace textured or rough paper with plain paper.

  2. Print the document.


Is the print too dark?

Go to step 6.

The problem is solved.

Step 6

  1. Load paper from a fresh package.

    Note: Paper absorbs moisture due to high humidity. Store paper in its original wrapper until you are ready to use it.

  2. Print the document.


Is the print too dark?

Go to step 7.

The problem is solved.

Step 7

Replace the imaging unit, and then print the document.


Is the print too dark?

Contact customer support.

The problem is solved.


Ghost images

Note: Before solving the problem, print the Print Quality Test Pages. From the home screen, touch Settings > Troubleshooting > Print Quality Test Pages.

Action

Yes

No

Step 1

  1. Load the tray with the correct paper type and weight.

  2. Print the document.


Do ghost images appear on prints?

Go to step 2.

The problem is solved.

Step 2

  1. Depending on your operating system, specify the paper type from the Printing Preferences or Print dialog.

    Notes:

    • Make sure that the setting matches the paper loaded in the tray.
    • You can also change the setting on the printer control panel. From the home screen, touch Settings > Paper > Tray Configuration > Paper Size/Type.
  2. Print the document.


Do ghost images appear on prints?

Go to step 3.

The problem is solved.

Step 3

  1. Perform Color Adjust.

    From the home screen, touch Settings > Print > Quality > Advanced Imaging > Color Adjust.

  2. Print the document.


Do ghost images appear on prints?

Contact customer support.

The problem is solved.


Gray or colored background

Note: Before solving the problem, print the Print Quality Test Pages. From the home screen, touch Settings > Troubleshooting > Print Quality Test Pages.

Action

Yes

No

Step 1

  1. Depending on your operating system, increase toner darkness from the Printing Preferences or Print dialog.

    Note: You can also change the setting on the printer control panel. From the home screen, touch Settings > Print > Quality > Toner Darkness.

  2. Print the document.


Does gray or colored background appear on prints?

Go to step 2.

The problem is solved.

Step 2

  1. Perform Color Adjust.

    From the home screen, touch Settings > Print > Quality > Advanced Imaging > Color Adjust.

  2. Print the document.


Does gray or colored background appear on prints?

Go to step 3.

The problem is solved.

Step 3

  1. Remove, and then insert the imaging unit.

    Warning—Potential Damage: Do not expose the imaging unit to direct light for more than 10 minutes. Extended exposure to light may cause print quality problems.

    Warning—Potential Damage: Do not touch the photoconductor drum under the imaging unit. Doing so may affect the quality of future print jobs.

  2. Print the document.


Does gray or colored background appear on prints?

Contact customer support.

The problem is solved.


Incorrect margins

Action

Yes

No

Step 1

  1. Adjust the paper guides to the correct position for the paper loaded.

  2. Print the document.


Are the margins correct?

The problem is solved.

Go to step 2.

Step 2

  1. Set the paper size.

    From the control panel, navigate to:

    Settings > Paper > Tray Configuration > Paper Size/Type

  2. Print the document.


Are the margins correct?

The problem is solved.

Go to step 3.

Step 3

  1. Depending on your operating system, specify the paper size from the Printing Preferences or Print dialog.

    Note: Make sure that the setting matches the paper loaded.

  2. Print the document.


Are the margins correct?

The problem is solved.

Contact customer support.


Light print

Note: Before solving the problem, print the Print Quality Test Pages. From the control panel, touch Settings > Troubleshooting > Print Quality Test Pages.

Action

Yes

No

Step 1

  1. Perform Color Adjust.

    From the control panel, navigate to:

    Settings > Print > Quality > Advanced Imaging > Color Adjust

  2. Print the document.


Is the print light?

Go to step 2.

The problem is solved.

Step 2

  1. Depending on your operating system, increase toner darkness from the Printing Preferences or Print dialog.

    Note: You can also change the setting on the printer control panel. Navigate to Settings > Print > Quality > Toner Darkness.

  2. Print the document.


Is the print light?

Go to step 3.

The problem is solved.

Step 3

  1. Turn off Color Saver.

    From the control panel, navigate to:

    Settings > Print > Quality > Color Saver

  2. Print the document.


Is the print light?

Go to step 4.

The problem is solved.

Step 4

  1. Depending on your operating system, specify the paper type from the Printing Preferences or Print dialog.

    Notes:

    • Make sure that the setting matches the paper loaded.
    • You can also change the setting on the printer control panel. Navigate to Settings > Paper > Tray Configuration > Paper Size/Type.
  2. Print the document.


Is the print light?

Go to step 5.

The problem is solved.

Step 5

Check if paper has texture or rough finishes.


Are you printing on textured or rough paper?

Go to step 6.

Go to step 7.

Step 6

  1. Replace textured or rough paper with plain paper.

  2. Print the document.


Is the print light?

Go to step 7.

The problem is solved.

Step 7

  1. Load paper from a fresh package.

    Note: Paper absorbs moisture due to high humidity. Store paper in its original wrapper until you are ready to use it.

  2. Print the document.


Is the print light?

Go to step 8.

The problem is solved.

Step 8

Replace the imaging unit, and then print the document.


Is the print too light?

Contact customer support.

The problem is solved.


Mottled print and dots

Note: Before solving the problem, print the Print Quality Test Pages. From the control panel, touch Settings > Troubleshooting > Print Quality Test Pages.

Action

Yes

No

Step 1

Check the printer for leaked toner contamination.


Is the printer free of leaked toner?

Go to step 2.

Contact customer support.

Step 2

  1. From the control panel, navigate to:

    Settings > Paper > Tray Configuration > Paper Size/Type

  2. Check if the paper size and paper type settings match the paper loaded.

    Note: Make sure that paper does not have texture or rough finishes.


Do the settings match?

Go to step 4.

Go to step 3.

Step 3

  1. Depending on your operating system, specify the paper size and paper type from the Printing Preferences or Print dialog.

    Note: Make sure that the settings match the paper loaded.

  2. Print the document.


Is the print mottled?

Go to step 4.

The problem is solved.

Step 4

  1. Load paper from a fresh package.

    Note: Paper absorbs moisture due to high humidity. Store paper in its original wrapper until you are ready to use it.

  2. Print the document.


Is the print mottled?

Go to step 5.

The problem is solved.

Step 5

Replace the imaging unit, and then print the document.


Is the print mottled?

Contact customer support.

The problem is solved.


Print crooked or skewed

A print with skewed characters
Note: Before solving the problem, print the Print Quality Test Pages. From the home screen, touch Settings > Troubleshooting > Print Quality Test Pages.

Action

Yes

No

Step 1

  1. Pull out the tray.

  2. Remove the paper, and then load paper from a fresh package.

    Note: Paper absorbs moisture due to high humidity. Store paper in its original wrapper until you are ready to use it.

  3. Squeeze and slide the paper guides to the correct position for the size of the paper you are loading.

  4. Insert the tray.

  5. Print the document.


Is the print crooked or skewed?

Go to step 2.

The problem is solved.

Step 2

  1. Check if you are printing on a supported paper.

  2. Print the document.


Is the print crooked or skewed?

Contact customer support.

The problem is solved.


Solid color or black images

A print that is mostly black
Note: Before solving the problem, print the Print Quality Test Pages. From the control panel, navigate to Settings > Troubleshooting > Print Quality Test Pages.

Action

Yes

No

Step 1

  1. Remove, and then insert the imaging unit.

    Warning—Potential Damage: Do not expose the imaging unit to direct light for more than 10 minutes. Extended exposure to light may cause print quality problems.

    Warning—Potential Damage: Do not touch the photoconductor drum under the imaging unit. Doing so may affect the quality of future print jobs.

  2. Print the document.


Is the printer printing solid color or black images?

Go to step 2.

The problem is solved.

Step 2

Replace the imaging unit, and then print the document.


Is the printer printing solid color or black images?

Contact customer support.

The problem is solved.


Text or images cut off

A clipped page and a page with a clipped image
Note: Before solving the problem, print the Print Quality Test Pages. From the home screen, touch Settings > Troubleshooting > Print Quality Test Pages.

Action

Yes

No

Step 1

  1. Move the paper guides in the tray to the correct position for the paper loaded.

  2. Print the document.


Is the page or image clipped?

Go to step 2.

The problem is solved.

Step 2

  1. Depending on your operating system, specify the paper size from the Printing Preferences or Print dialog.

    Notes:

    • Make sure that the setting matches the paper loaded in the tray.
    • You can also change the setting on the printer control panel. From the home screen, touch Settings > Paper > Tray Configuration > Paper Size/Type.
  2. Print the document.


Is the page or image clipped?

Go to step 3.

The problem is solved.

Step 3

  1. Remove, and then insert the imaging unit.

    Warning—Potential Damage: Do not expose the imaging unit to direct light for more than 10 minutes. Extended exposure to light may cause print quality problems.

    Warning—Potential Damage: Do not touch the photoconductor drum under the imaging unit. Doing so may affect the quality of future print jobs.

  2. Print the document.


Is the page or image clipped?

Contact customer support.

The problem is solved.


Toner easily rubs off

Note: Before solving the problem, print the Print Quality Test Pages. From the home screen, touch Settings > Troubleshooting > Print Quality Test Pages.

Action

Yes

No

  1. Depending on your operating system, specify the paper type from the Printing Preferences or Print dialog.

    Notes:

    • Make sure that the setting matches the paper loaded.
    • You can also change the setting on the printer control panel. From the home screen, touch Settings > Paper > Tray Configuration > Paper Size/Type.
  2. Print the document.

Does the toner rub off?

Contact customer support.

The problem is solved.


Uneven print density

A print with uneven density
Note: Before solving the problem, print the Print Quality Test Pages. From the control panel, navigate to Settings > Troubleshooting > Print Quality Test Pages.

Action

Yes

No

Replace the imaging unit, and then print the document.


Is the print density uneven?

Contact customer support.

The problem is solved.


Horizontal dark lines

Notes:

Action

Yes

No

Step 1

  1. Depending on your operating system, specify the paper source from the Printing Preferences or Print dialog.

  2. Print the document.


Do horizontal dark lines appear on prints?

Go to step 2.

The problem is solved.

Step 2

  1. Depending on your operating system, specify the paper type from the Printing Preferences or from Print dialog.

    Notes:

    • Make sure that the setting matches the paper loaded in the tray.
    • You can also change the setting on the printer control panel. From the home screen, touch Settings > Paper > Tray Configuration > Paper Size/Type.
  2. Print the document.


Do horizontal dark lines appear on prints?

Go to step 3.

The problem is solved.

Step 3

  1. Load paper from a fresh package.

    Note: Paper absorbs moisture due to high humidity. Store paper in its original wrapper until you use it.

  2. Print the document.


Do horizontal dark lines appear on prints?

Go to step 4.

The problem is solved.

Step 4

  1. Remove, and then insert the imaging unit.

    Warning—Potential Damage: Do not expose the imaging unit to direct light for more than 10 minutes. Extended exposure to light may cause print quality problems.

    Warning—Potential Damage: Do not touch the photoconductor drum under the imaging unit. Doing so may affect the quality of future print jobs.

  2. Print the document.


Do horizontal dark lines appear on prints?

Go to step 5.

The problem is solved.

Step 5

Replace the imaging unit, and then print the document.


Do horizontal dark lines appear on prints?

Contact customer support.

The problem is solved.


Vertical dark lines

A page with streaked vertical lines
Note: Before solving the problem, print the Print Quality Test Pages. From the home screen, touch Settings > Troubleshooting > Print Quality Test Pages.

Action

Yes

No

Step 1

  1. Depending on your operating system, specify the paper type from the Printing Preferences or Print dialog.

    Notes:

    • Make sure that the setting matches the paper loaded in the tray.
    • You can also change the setting on the printer control panel. From the home screen, touch Settings > Paper > Tray Configuration > Paper Size/Type.
  2. Print the document.


Do vertical dark lines appear on prints?

Go to step 2.

The problem is solved.

Step 2

  1. Load paper from a fresh package.

    Note: Paper absorbs moisture due to high humidity. Store paper in its original wrapper until you use it.

  2. Print the document.


Do vertical dark lines appear on prints?

Go to step 3.

The problem is solved.

Step 3

  1. Remove, and then insert the imaging unit.

    Warning—Potential Damage: Do not expose the imaging unit to direct light for more than 10 minutes. Extended exposure to light may cause print quality problems.

    Warning—Potential Damage: Do not touch the photoconductor drum under the imaging unit. Doing so may affect the quality of future print jobs.

  2. Print the document.


Do vertical dark lines appear on prints?

Go to step 4.

The problem is solved.

Step 4

Replace the imaging unit, and then print the document.


Do vertical dark lines appear on prints?

Contact customer support.

The problem is solved.


Horizontal white lines

A page with horizontal voids

Notes:

Action

Yes

No

Step 1

  1. Depending on your operating system, specify the paper type from the Printing Preferences or Print dialog.

    Notes:

    • Make sure that the setting matches the paper loaded in the tray.
    • You can also change the setting on the printer control panel. From the home screen, touch Settings > Paper > Tray Configuration > Paper Size/Type.
  2. Print the document.


Do horizontal white lines appear on prints?

Go to step 2.

The problem is solved.

Step 2

  1. Load the specified paper source with the recommended paper type.

  2. Print the document.


Do horizontal white lines appear on prints?

Go to step 3.

The problem is solved.

Step 3

  1. Remove, and then insert the imaging unit.

    Warning—Potential Damage: Do not expose the imaging unit to direct light for more than 10 minutes. Extended exposure to light may cause print quality problems.

    Warning—Potential Damage: Do not touch the photoconductor drum under the imaging unit. Doing so may affect the quality of future print jobs.

  2. Print the document.


Do horizontal white lines appear on prints?

Go to step 4.

The problem is solved.

Step 4

Replace the imaging unit, and then print the document.


Do horizontal white lines appear on prints?

Contact customer support.

The problem is solved.


Vertical white lines

Note: Before solving the problem, print the Print Quality Test Pages. From the home screen, touch Settings > Troubleshooting > Print Quality Test Pages.

Action

Yes

No

Step 1

  1. Depending on your operating system, specify the paper type from the Printing Preferences or Print dialog.

    Notes:

    • Make sure that the setting matches the paper loaded in the tray.
    • You can also change the setting on the printer control panel. From the home screen, touch Settings > Paper > Tray Configuration > Paper Size/Type.
  2. Print the document.


Do vertical white lines appear on prints?

Go to step 2.

The problem is solved.

Step 2

Check if you are using the recommended paper type.

  1. Load the specified paper source with the recommended paper type.

  2. Print the document.


Do vertical white lines still appear on prints?

Go to step 3.

The problem is solved.

Step 3

  1. Remove, and then insert the imaging unit.

    Warning—Potential Damage: Do not expose the imaging unit to direct light for more than 10 minutes. Extended exposure to light may cause print quality problems.

    Warning—Potential Damage: Do not touch the photoconductor drum under the imaging unit. Doing so may affect the quality of future print jobs.

  2. Print the document.


Do vertical white lines still appear on prints?

Go to step 4.

The problem is solved.

Step 4

Replace the imaging unit, and then print the document.


Do vertical white lines still appear on prints?

Contact customer support.

The problem is solved.


Repeating defects

Note: Before solving the problem, print the Print Quality Test Pages. From the home screen, touch Settings > Troubleshooting > Print Quality Test Pages.

Action

Yes

No

Step 1

  1. Using the Maintenance Defect Ruler page, measure the distance between the repeating defects on the affected color page.

  2. Replace the supply item that matches the measurement on the affected color page.

    Photoconductor unit
    • 125.70 mm (4.95 in.)

    • 35.40 mm (1.39 in.)

    Developer unit

    42 mm (1.65 in.)

  3. Print the quality sample pages.


Do the defects appear?

Take note of the distance, and then contact customer support or your service representative.

The problem is solved.

Step 2

  1. Using the Maintenance Defect Ruler page, measure the distance between the repeating defects on the affected color page.

  2. Replace the supply item that matches the measurement on the affected color page.

    Transfer roller

    78.50 mm (3.09 in.)

    Transfer module
    • 47.10 mm (1.86 in.)

    • 90 mm (3.54 in.)

    Fuser
    • 96.60 mm (3.80 in.)

    • 127.60 mm (5.02 in.)

  3. Print the quality sample pages.


Do the defects appear?

Take note of the distance, and then contact customer support or your service representative.

The problem is solved.