JP-1100 (260-2977) Troubleshooting Faxback Doc. # 34377 This document contains a troubleshooting guide which indicates some of the problems which may occur during the day-to-day use of your printer, together with suggestions for their solution. Your printer is designed to require only minimum maintenance. However, everyday use will give rise to a number of simple printer-care operations. If you detect serious mechanical damage to or a failure in the printer, do not attempt to repair it yourself! CALL THE TECHNICAL ASSISTANCE SERVICE. General Care 1. Environment Keep your printer in a stabilized, ventilated environment (temperature range: 41 to 95 degrees F; relative humidity: 15% - 85%). Do not subject your printer to brusque changes in temperature and/or humidity. Do not let dust accumulate on the printer casing. Use a slightly damp cloth to remove dust. Do NOT use abrasive or corrosive cleaning fluids to clean the printer casing. 2. Transportation Always make sure that the print head is in its rest position. To ensure this, always unplug your printer BEFORE switching of the host to which it is connected. Take care not to drop your printer. Repack your printer in its original carton, whenever possible. Error Conditions indicated by Print Head Position On the inside of the top cover, there is an embossed template which, as well as illustrating the print head insertion/replacement procedure, indicates the most common reasons for an interruption in the printer operation. When an error occurs, printing stops, On Line and Power LEDs flash simultaneously and the print head position will correspond to one of the action items indicated on the embossed template: 1. Check paper 2. Change black/colour lever position 3. Change ink cartridge 4. Change print head. Correct the error and then press Install Cartridge to return the print head to its rest position. Problems and Solutions If you have problems while working with the printer, check through the following list, to see if you can find the cause of the problem. If a printer malfunction other than those indicated below occurs, or if, after executing the suggested corrective action, the problem persists, call your retailer or the Technical Assistance Service. During normal printer operation, an error condition will be signalled by the simultaneous flashing of the On Line and Power LEDs. When you open the top cover of the printer, the print head carriage will be positioned above the corresponding action item on the embossed template. Installation 1. Missing or damaged parts. Contact your retailer immediately. 2. Printer is not powered. No power supply (no LEDs are lit). Check that the printer is connected properly to the mains socket. If no LEDs are lit, but the printer is powered, it is in standby condition. Press any key to return the printer to its operating status. 3. No initial reset. When the printer is plugged into the main power supply, the print head carriage does not move. Check that the carriage path is free of impediment. Try disconnecting the printer from the main and then plugging it in again. If the Power and On Line LEDs are flashing rapidly, there is a failure on the mother board; call the technical assistance service. 4. Demo page did not run. If the carriage does not move, check that its path is not obstructed. Disconnect the printer from the main power supply and then plug it in again. Repeat the key sequence. If the Power and On Line LEDs flash simultaneously, open the top cover to check the position of the print head carriage, which will have moved to indicate the operator action required: - there is no paper in the printer; load paper in the ASF and press Form Feed on the operator panel. - the print head/ink cartridge needs replacing; follow the instructions given in the appropriate sections in Chapter 1, to replace the print head/ink cartridge. - check that the print head is inserted correctly; if it is not, remove and reinsert it. Remember to press Install Cartridge once you have reinserted the print head. 5. Problems with connection to host. Check that your interface cable is of the correct type. Make sure you have fixed the interface connectors properly both to the printer and to the host. Check that you have configured your application correctly (see the driver installation procedure in Faxback Doc. # 34358 and your application manual.) Paper Precautions The paper must not be crumpled or torn, otherwise it may jam or even not be inserted. Always use paper in perfect condition and within the specifications defined (see Faxback Doc. # 34370, "Paper.") Make sure the paper feeds smoothly, and that it is not held too tightly nor has too much play. If you remove the paper from or add paper to the ASF, you MUST repeat the entire paper loading operation. Always make sure there is no paper inserted for printing before disconnecting the printer from the main power supply or before doing the head clearing operation (see Faxback Doc. # 34356 "Clearing the print head.") Printing on both sides of the paper may cause smudging. 1. No paper. If, on a print command, there is no paper to load in the printer, the Power and On Line LED flash slowly. To clear this condition, load paper in the ASF and press Form Feed. 2. Paper does not load. Check that the size and weight of the paper used are within the limits allowed. Press Form Feed, then repeat the paper loading operation. If you removed the paper from the ASF, you must press Form Feed, repeat the entire paper loading operation and then press Form Feed again. Make sure the paper is not feeding in crookedly. Paper jamming - point 4 in this section. Make sure the correct paper feed parameter is selected in your printer driver, load paper in the ASF and press the Form Feed key on the operator panel. 3. Single sheets/envelopes not loaded (or loaded incorrectly). The document/envelope has been positioned incorrectly for insertion. Make sure the correct paper format parameter is selected in your printer driver. The print head adjustment lever is positioned for thick documents, but you are using normal weight paper (see the section entitled "Thick documents and envelopes" in Faxback Doc. # 34370, "Paper"). Preprinted documents must have a clean 0.2 in. (5 mm) margin before the first print position. 4. Paper jams or tears. The most common causes of paper jamming in the ASF is the addition of paper when the tray is not empty and/or the incorrect loading of paper. When adding paper to the ASF, ALWAYS remove any paper already present and reload it all as a single pack. After clearing a paper jam, ALWAYS remove any paper still in the ASF, press Form Feed and then reload the paper. If the paper has already exited from the print area: - set the printer OFF LINE (On Line LED off) - open the top cover and remove the jammed paper. To resume printing, close the top cover and the paper tray, and then press On Line. If the paper jams in the ASF: - disconnect the printer from the main power supply - remove the damaged page(s) from the ASF. Remove the rest of the paper, fan and square it and then reload it in the ASF. Do not attempt to print on small adhesive labels attached to larger size glossy paper (e.g. A4 format). This type of label tends to detach during printing and recovery from inside the printer is difficult. 5. Incorrect stacking. Too many sheets of paper in the output tray. The output tray can contain up to 40 standard weight printed pages. Heavily printed pages tend to curl and may not stack correctly. They may also stain the rear of the page stacked over them, as they require longer to dry. Always remove such pages from the output tray as soon as they are expelled from the printer. Print head When changing the print head, take care not to couch the print head carriage shaft nor the area under the print head carriage. 1. Printer does not print Check that you have removed the protective film from the print head. With a colour print head inserted, the printer operates as though printing and there is no "end of ink" signal. The print head has already been used in another printer, its counter has reset or is not functioning correctly and the head is now out of in, Replace with a new print head. 2. Print head carriage does not return to the rest position after a replacement operation. Check that the position of the print head selection lever corresponds to the type of print head you have inserted. Check that nothing is blocking the carriage path. 3. Characters are faint. Execute the print head clearing operation to clean the nozzles. Make sure there is no paper in the printer. Check that the print head carriage position lever is compatible with the type of document being printed. 4. Missing dots If dots or lines are not printed completely, remove the ink jet print head and reinsert it, or: Execute the print head cleaning operation. Execute the nozzle clearing operation. Clean the electrical contacts on the print head and those in its chamber. For all these operations, see the appropriate sections in Chapter 2. After cleaning the print head or executing the nozzle clearing operation, print a "demo" page to check the print quality. If the print quality is still not acceptable, run a print test. To run the print test, proceed as follows: Make sure that the print head is inserted and that there is paper in the ASF. Press and hold the On Line key, and then press the Install Cartridge and Form Feed keys on the operator panel until the LEDs go off. Press the On Line key three times. A sheet of paper will be fed into the printer and the print test will be executed automatically. To suspend the print test temporarily, press On Line (pressing this key a second time will cause printing to resume). Once the test is completed and the sheet of paper expelled, the printer will go automatically into ON-LINE condition. Check the print quality of the test, making sure that all the characters are clearly defined and complete. The above print-out is only an example. Your actual print-out may vary. If you have any problems running the print test, procedures correctly. Monochrome print test contents The monochrome print test contains information on the printer firmware (release, emulation and character generators) and the correct operation of the print head nozzles: The first line of the print test contains technical information on the printer status. The second line of print test indicates the print head type. The third line of the print test (Print Head Test), consists of a diagonal line, indicating the performance of the head nozzles, and the result line (Pass, or Fail with the number(s) of the faulty nozzle(s). It allows you to check whether any dots are missing. Print Head Test Nozzles test Pass If there are, see the section entitled Clearing the print head nozzles in Chapter 1 for the possible solutions to this problem. Then repeat the print test. The rest of the print test contains the currently selected values for the programmable parameters and a print-out of the current selected character set. In most cases, the parameter setting sill be determined by your printer driver. If you wish to modify your printer set-up, see Faxback Doc. # 34379 "Using Software". Colour print test contents The colour print test consists of three graphic samples (one for each of the basic colours in the print head) from which you can check the correct operation of each group of nozzles. The short coloured band under the beginning of the diagonal line of the nozzle test indicates the correct functioning (blue) or not (red) of the print head nozzles. If none of these operations result in improved print quality, you must replace the print head. Printing During a printing operation, do not stop the print head manually nor touch the area within the print head carriage path. 1. Printer does not print/recieve data. Check that the printer is connected to the main power supply and On Line (the Power and On Line LEDs on the operator panel should be lit). Check the physical (cables) and logical (application and driver) connections between the printer and host. Check that host system is switched on. If the print head carriage does not move and the Power and On Line LEDs flash rapidly, disconnect and reconnect the printer to the main power supply. If the Power and On Line LEDs continue to flash rapidly, call the Technical Assistance Service. Check that you have removed the protective film from the print head. If the power and On Line LEDs flash slowly, check that paper is present and that it loads correctly, then press install Cartridge. Check whether the printer is in the special functions mode (printer powered but both LEDs off) 2. Printing stops. If the On Line and Power LEDs flash simultaneously, open the top cover to see which error condition the print head carriage position indicates. Check that paper is present and that it loads correctly. If there is no paper in the printer, load up to 40 sheets of paper in the ASF and press the Form Feed key on the operator panel. See Faxback Doc. # 34368 for the correct paper loading procedure. Replace the ink cartridge or change the print head. See Faxback Doc. # 34365 for the correct ink cartridge/print head replacement procedure. 3. Poor print quality Execute the print head clearing operation to clean the nozzles. Try printing on the other side of the paper. Make sure you are using good quality paper. Check that the print head carriage position lever is compatible with the type of document being printed. 4. Your printer has a colour print head, but printing is monochrome. Check that your printer driver handles colour printing. 5. Strange characters are printed Check that you are using the correct emulation. Check that the driver you have selected is compatible with the emulation you intend to use. Check that the character set you require is selected (the currently selected parameters, including the character set, are given in the monochrome print test - see the previous section of this chapter). If you cannot solve this problem, your hot line service may request to run a hex-dump of a test piece to check that the data transmission is operative. To run the hex-dump, proceed as follows: - Press all three keys simultaneously, then press in sequence On Line, Form Feed, On Line. - Send a text file from your computer. The content of this file is printed as a string of hexadecimal codes corresponding to the individual characters transmitted. - To exit from hex-dump mode, hold On Line and press Form Feed (RESET). 6. Print test executed correctly, but unable to print in Windows environment The printer driver may not be installed correctly. Check that the name of the printer appears in the List of printers in the Printers dialogue box: - If the printer name is not listed, install it following the driver installation procedure described in the Quick Start. - If the printer name is listed, remove it from the list by clicking on the Remove button in the Printers dialogue box and then repeat the driver installation procedure. (BR/BKL-08/22/96)