Troubleshooting process
When the product malfunctions or encounters an unexpected situation, the product control panel
alerts you to the situation. This chapter contains information to help diagnose and solve problems.
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Use the pre-troubleshooting checklist to evaluate the source of the problem and to reduce the
number of steps that are required to fix the problem.
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Use the troubleshooting flowchart to pinpoint the root cause of hardware malfunctions. The
flowchart guides you to the section of this chapter that contains steps for correcting the
malfunction.
Before beginning any troubleshooting procedure, check the following issues:
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Are supply items within their rated life?
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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 following table includes basic questions to ask the customer to quickly help define the
problem(s).
General topic Questions
Environment ● Is the product installed on a solid, level surface (+/- 1°)?
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Is the power-supply voltage within ± 10 volts of the specified power source?
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Is the power-supply plug inserted in the product and the outlet?
● Is the operating environment within the specified parameters?
● Is the product exposed to ammonia gas, such as that produced by diazo
copiers or office cleaning materials?
NOTE: Diazo copiers produce ammonia gas as part of the copying
processes. Ammonia gas (from cleaning supplies or a diazo copier) can have
an adverse affect on some product components (for example, the print-
cartridge OPC).
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Is the product exposed to direct sunlight?
Media ● Does the customer use only supported media?
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Is the media in good condition (no curls, folds, or distortion)?
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Is the media stored correctly and within environmental limits?
Input trays ● Is the amount of media in the tray within specifications?
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Is the media correctly placed in the tray?
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Are the paper guides aligned with the stack?
● Is the cassette correctly installed in the product?
Print cartridges ● Is each print cartridge installed correctly?
Transfer unit and fuser
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Are the transfer unit and fuser installed correctly?
62 Chapter 2 Solve problems ENWW
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