SM 8-51 J001/J003
8.5 CALL RESPONSE
No
Symptom Description Need to confirm Action
1 Alert message does not clear Cover is not closed properly Confirm cover open position with status monitor (In
some cases, even need to instruct customer how to use
the status monitor).
Instruct customer to close the cover. Instruct customer to confirm
the duplex unit or rear cover is closed properly.
Cover open message does not clear Confirm cover open position with status monitor (In
some cases, even need to instruct customer how to use
the status monitor).
If still problem does not clear, dispatch the tech.
Cartridge related alert Instruct customer to re-install the cartridge. If still problem does not clear, dispatch the tech.
2 Horizontal lines Nozzle blockage Instruct customer to print nozzle check pattern sheet. Instruct customer to do head cleaning (Max. Normal X3, Full X1)
If still problem does not clear, dispatch the tech.
Incorrect paper feed amount Confirm if customer has executed paper feed amount
adjustment.
Instruct customer to do paper feed amount adjustment from the
driver.
Banding Confirm whether this symptom is banding or horizontal
lines.
If the symptom is banding, explain the specification to the customer.
None (Countermeasure for this problem has been applied.)
3 Cannot print Error message Confirm the condition with status monitor. Follow the guidance.
Error message Confirm the proper connection of USB/power cable. Instruct customer to connect the cable properly.
Error message Confirm the driver setting/application setting/PC setting.
If still problem does not clear, dispatch the tech.
LED blinking If status monitor is not available, ask customer to check
LED.
Confirm especially if "cover open" or "ink end" is displayed.
No response Printer is connected to network or USB cable directory. <In case of network connection>
Change to connect to PC directory via USB cable. If result is ok,
check the setting of Pricom and network setting.
<In case of PC direct connection>
Try to machine power Off/On. Then, Change the USB cable. If still
problem does not clear, dispatch the tech.
4 Cannot install Cannot find the printer If printer driver cannot be install
confirm if there is "unclear device" on device manager.
If there is "unclear device", delete it, and re-install recommended
installation. If not solved, delete it again and install by plug-and -
play.
If still problem does not clear, dispatch the tech.
Error message Confirm if the error message is "newer driver has been
already installed, it is unable to continue" or not.
Explain that if newer driver is already installed in the PC, this
message displayed. Ask customer to get the latest driver from the
web site, or delete the driver already installed, then try to install
again.
If still problem does not clear, dispatch the tech.
5 Ink end not cleared after
replacing ink
Ink is set incorrectly
Instruct customer to re-install all ink cartridge.
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