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Xerox Phaser 3124 User Manual

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    							9.1   
    9 Troubleshooting
    This chapter provides helpful information for what to do if you encounter 
    an error while using your printer. 
    This chapter includes:
    • Clearing paper jams
    • Troubleshooting checklist
    • Understanding the LEDs
    • Solving general printing problems
    • Solving print quality problems
    • Common Windows problems
    • Common PostScript problems (Phaser 3125/B, 3125/N only)
    • Common Macintosh problems (Phaser 3125/B, 3125/N only)
    Clearing paper jams
    When a paper jam occurs, the Error LED lights red. Open and close the 
    front cover. The jammed paper automatically exits the printer. 
    In the paper feed area
    In the standard tray
    1Remove the jammed paper by gently pulling it straight out. Make 
    sure that all of the paper is properly aligned in the standard tray.
    If the paper does not move when you pull, or if you do not see the 
    paper in this area, check the fuser area around the toner cartridge. 
    See page 9.2.
    2Open and close the front cover to resume printing the document 
    from failed pages.
    Note
    • When removing paper that is jammed in the printer, if possible 
    always pull the paper in the direction that it normally moves so 
    as not to damage internal components. Always pull firmly and 
    evenly; do not jerk the paper. If the paper tears, ensure that all 
    fragments of paper are removed; otherwise a jam will occur 
    again.
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    							9.2   
    In the manual tray
    1Remove the jammed paper in the manual tray by gently pulling it 
    straight out.
    If the paper does not move when you pull, or if you do not see the 
    paper in this area, check the fuser area around the toner cartridge. 
    See page 9.2.
    2Open and close the front cover to resume printing the document 
    from failed pages.
    Around the toner cartridge
    1Open the front cover and pull the toner cartridge out.
    Note
    • The fuser area is hot. Be careful when removing paper from 
    the printer.
    2If necessary, pull the manual tray out.
    3Remove the jammed paper by gently pulling it out.
    If you do not see the jammed paper or if there is any resistance 
    removing the paper, stop pulling and go to the paper exit area. See 
    page 9.3.
    4If necessary, reinsert the manual tray.
    5Replace the toner cartridge and close the front cover. Printing 
    automatically resumes.
    Caution
    • To prevent damage to the toner cartridge, do not expose it to 
    light for more than a few minutes. Cover it with a piece of 
    paper, if necessary. 
    • Do not touch the green surface underside of the toner 
    cartridge. Use the handle on the cartridge to avoid touching 
    this area.
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    							9.3   
    In the paper exit area
    1Open and close the front cover. The jammed paper is automatically 
    ejected from the printer. 
    2Gently pull the jammed paper out of the output tray.
    If you do not see the jammed paper or if there is any resistance 
    when you pull, stop pulling and go to the next step.
    3Open the top cover and inner cover.
    Caution
    • When removing the jammed paper, be careful not to touch the 
    heat roller (located underneath the inner cover). It is hot and 
    could cause burns!
    • The top and inner cover themselves may also be hot due to 
    the heat roller. Allows the printer to cool before opening the 
    covers.
    4Loosen the jammed paper if it is caught in the heat roller. Then 
    gently pull the jammed paper out.
    5Close the inner cover and top cover. Printing automatically 
    resumes.
    Tips for avoiding paper jams
    By selecting the correct print media types, most paper jams can be 
    avoided. When a paper jam occurs, follow the steps outlined on page 
    9.1. 
    • Follow the procedures on page 5.4. Ensure that the adjustable guides 
    are positioned correctly.
    • Do not overload the tray. 
    • Do not remove paper from the tray while your printer is printing.
    • Flex, fan, and straighten paper before loading. 
    • Do not use creased, damp, or highly curled paper.
    • Do not mix paper types in the tray.
    • Use only recommended print media. See page 
    5.1.
    • Ensure that the recommended print side of print media is facing up in 
    the tray.
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    							9.4   
    Troubleshooting checklist
    If the printer is not working properly, consult the following checklist. If the 
    printer does not pass a step, follow the corresponding suggested 
    solutions.
    ConditionSuggested solutions
    Make sure that the 
    Online LED on the 
    control panel lights 
    green.• If the Online LED is off, check the power 
    cord connection. Check the power switch. 
    Check the power source by plugging the 
    power cord into another outlet.
    Print a demo page 
    to verify that the 
    printer is feeding 
    paper correctly. See 
    page 2.1.• If a demo page does not print, check the 
    paper supply in the tray.
    • If the paper jams in the printer, see page 
    9.1.
    Check the demo 
    page to see if it 
    printed correctly.If there is a print quality problem, see page 
    9.7.
    Print a short 
    document from a 
    software application 
    to verify that the 
    computer and 
    printer are 
    connected and are 
    communicating 
    correctly.• If the page does not print, check the cable 
    connection between the printer and the 
    computer. 
    • Check the print queue or print spooler to 
    see if the printer has been paused.
    • Check the software application to ensure 
    that you are using the proper printer driver 
    and communication port. If the page is 
    interrupted during printing, see page 9.5.
    If completing the 
    checklist does not 
    resolve the printer 
    problem, check the 
    following 
    troubleshooting 
    sections.• “Understanding the LEDs” on page 9.4.
    • “Solving general printing problems” on 
    page 9.5.
    • “Common Windows problems” on page 
    9.9.
    • “Common PostScript problems (Phaser 
    3125/B, 3125/N only)” on page 9.9.
    • “Common Macintosh problems (Phaser 
    3125/B, 3125/N only)” on page 9.10.
    Understanding the LEDs
    LEDStatusDescription
    Error Red On • A paper jam has occurred. To 
    solve the problem, see page 9.1.
    • The cover is open. Close the 
    cover.
    • There is no paper in the tray. 
    Load paper in the tray.
    • The printer has stopped printing 
    due to a major error.
    • The toner cartridge is not 
    installed. Install the toner 
    cartridge.
    • Your system has some 
    problems. If this problem occurs, 
    contact your service 
    representative. 
    Blinking • A minor error is occurring and 
    the printer is waiting for the error 
    to be cleared. When the problem 
    is cleared, the printer resumes 
    printing. 
    • The toner cartridge is low. Order 
    a new toner cartridge. You can 
    temporarily improve print quality 
    by redistributing the toner. See 
    page 8.3.
    • The toner is totally exhausted. 
    Remove the old toner cartridge 
    and install a new one. See page 
    8.4.
    • The toner cartridge reached the 
    end of its life.
    Online Green On • The printer is in power save 
    mode.
    • The printer is on-line and can 
    receive data from the computer.
    Blinking • Blinks slowly indicates that the 
    printer is receiving data from the 
    computer.
    • Blinks quickly indicates that the 
    printer is printing data.
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    							9.5   
    Solving general printing problems
    For problems with the operation of your printer, refer to the table for 
    suggested solutions.
    ConditionPossible causeSuggested solutions
    The printer 
    does not 
    print.The printer is not 
    receiving power.Check the power cord 
    connections. Check the power 
    switch and the power source.
    The printer is not 
    selected as the 
    default printer.Select Xerox Phaser 3124, 
    Xerox Phaser 3125 PCL 6 or 
    Xerox Phaser 3125 PS as your 
    default printer.
    The printer cover 
    is not closed.Close the printer cover.
    Paper is jammed. Clear the paper jam. See page 
    9.1.
    No paper is 
    loaded.Load paper. See page 5.4.
    The toner 
    cartridge is not 
    installed.Install the toner cartridge.
    The printer may 
    be in manual feed 
    mode and out of 
    paper.Add paper to the manual tray, 
    and press the Cancel button 
    on the control panel.
    The connection 
    cable between 
    the computer and 
    the printer is not 
    connected 
    properly.Disconnect the printer cable 
    and reconnect it.
    The connection 
    cable between 
    the computer and 
    the printer is 
    defective.If possible, attach the cable to 
    another computer that is 
    working properly and try to print 
    a document. You can also try 
    using a different printer cable.
    The port setting is 
    incorrect.Check the Windows printer 
    setting to make sure that the 
    print job is sent to the correct 
    port. If the computer has more 
    than one port, make sure that 
    the printer is attached to the 
    correct one.
    The printer 
    does not 
    print.
    (Continued)The printer may 
    be configured 
    incorrectly. Check the printer properties to 
    ensure that all of the print 
    settings are correct. 
    The printer driver 
    may be 
    incorrectly 
    installed.Reinstall the printer driver; See 
    the Software Section. Try 
    printing a test page.
    The printer is 
    malfunctioning.Check the LEDs on the control 
    panel to determine if the printer 
    is indicating a system error.
    Printer 
    selects print 
    media from 
    the wrong 
    paper 
    source.The paper source 
    selection in the 
    printer properties 
    may be incorrect.For many software 
    applications, the paper source 
    selection is found under the 
    Paper tab within the printer 
    properties. Select the correct 
    paper source. See the 
    Software Section.
    Paper does 
    not feed into 
    the printer.Paper has not 
    been loaded 
    correctly.Remove paper from the tray 
    and reload it correctly.
    Check that the adjustable 
    guides are set correctly.
    There is too much 
    paper in the tray.Remove excess paper from the 
    tray.
    The paper is too 
    thick.Use only paper that meets 
    printer specifications.
    Print job is 
    extremely 
    slow.The job may be 
    very complex.Reduce the complexity of the 
    page(s) or try adjusting the 
    print quality settings.
    To adjust the print quality 
    settings, reduce the resolution. 
    If you have set the resolution to 
    1200 dpi (Best), change it to 
    600 dpi (Normal). See the 
    Software Section.
    Change the port setting to the 
    USB or network port to improve 
    print speed.
    Your printer prints A4-sized 
    paper at 24 ppm and letter-
    sized paper at 25 ppm.
    ConditionPossible causeSuggested solutions
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    							9.6   
    Print job is 
    extremely 
    slow.
    (Continued)If using Windows 
    98/Me, the 
    Spooling Setting 
    may be set 
    incorrectly. From the Start menu, choose 
    Settings and 
    Printers. Right-
    click the Xerox Phaser 3124,  
    Xerox Phaser 3125 PCL 6, or 
    Xerox Phaser 3125 PS printer 
    icon, choose Properties, click 
    the Details tab, and then 
    choose the Spool Settings 
    button. Select the desired spool 
    setting.
    The computer 
    may have 
    insufficient 
    random-access 
    memory (RAM). Simplify the page layout and 
    remove any unnecessary 
    graphics from the document.
    Half the page 
    is blank.The page layout 
    is too complex.Simplify the page layout and 
    remove any unnecessary 
    graphics from the document.
    The page 
    orientation setting 
    may be incorrect.Change the page orientation in 
    your application. See the 
    Software Section.
    The paper size 
    and the paper 
    size settings do 
    not match.Ensure that the paper size in 
    the printer driver settings 
    matches the paper in the tray.
    Or, ensure that the paper size 
    in the printer driver settings 
    matches the paper selection in 
    the software application 
    settings you use.
    The paper 
    keeps 
    jamming.There is too much 
    paper in the tray.Remove excess paper from the 
    tray. 
    If printing on special print 
    media, use the manual tray.
    An incorrect type 
    of paper is being 
    used.Use only paper that meets 
    printer specifications.
    If printing on special print 
    media, use the manual tray.
    There may be 
    debris inside the 
    printer.Open the front cover and 
    remove the debris.
    ConditionPossible causeSuggested solutions
    The printer 
    prints, but 
    the text is 
    wrong, 
    garbled, or 
    incomplete.The printer cable 
    is loose or 
    defective.Disconnect and reconnect the 
    printer cable. Try a print job that 
    you have already printed 
    successfully. If possible, attach 
    the cable and printer to another 
    computer and try a print job 
    that you know works. Finally, 
    try a new printer cable.
    The wrong printer 
    driver was 
    selected.Check the application’s printer 
    selection menu to ensure that 
    your printer is selected.
    The software 
    application is 
    malfunctioning.Try printing a job from another 
    application.
    The operating 
    system is 
    malfunctioning.If printing from Windows (any 
    version), exit to a DOS prompt 
    and verify functionality with the 
    following command: At a C:\ 
    prompt, type Dir LPT1, and 
    press 
    Enter. (This assumes 
    you are connected to LPT1.)
    Exit Windows and reboot the 
    computer. Turn the printer off 
    and then back on again.
    Pages print, 
    but are 
    blank.The toner 
    cartridge is 
    defective or out of 
    toner.Redistribute the toner 
    cartridge. See page 8.3.
    If necessary, replace the toner 
    cartridge. See page 8.4.
    The file may have 
    blank pages.Check the file to ensure that it 
    does not contain blank pages.
    Some parts, such 
    as the controller 
    or the board, may 
    be defective.Contact a service 
    representative.
    The 
    illustrations 
    print 
    incorrectly in 
    Adobe 
    Illustrator.The setting in the 
    software 
    application is 
    wrong.Select Download as Bitmap in 
    the 
    Advanced Options window 
    of the graphic properties. Print 
    the document again.
    ConditionPossible causeSuggested solutions
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    							9.7   
    Solving print quality problems
    Dirt inside of the printer or improper paper loading may reduce print 
    quality. See the table below to troubleshoot problems. 
    ConditionSuggested solutions
    Light or faded 
    printIf a vertical white streak or faded area appears 
    on the page:
    • The toner supply is low. You may be able to 
    temporarily extend the toner cartridge life. See 
    page 8.3. If this does not improve print quality, 
    install a new toner cartridge.
    • The paper may not meet paper specifications 
    (for example, the paper is too moist or too 
    rough). See page 5.3.
    • If the entire page is light, the print resolution 
    setting is too light or toner save mode is on. 
    Adjust the print resolution and toner save 
    mode in the printer properties. See the 
    Software Section.
    • A combination of faded or smeared defects 
    may indicate that the printer needs cleaning. 
    See page 8.1.
    • The surface of LSU may be dirty. Clean the 
    LSU. See page 8.2.
    To n e r  s p o ts• The paper may not meet specifications (for 
    example, the paper is too moist or too rough). 
    See page 5.3.
    • The transfer roller or paper path may be dirty. 
    See page 8.1.
    DropoutsIf generally rounded, faded areas occur 
    randomly on the page:
    • A single sheet of paper may be defective. Try 
    reprinting the job.
    • The moisture content of the paper is uneven 
    or the paper has moist spots on its surface. 
    Try a different brand of paper. See page 5.3.
    • The paper lot is bad. The manufacturing 
    processes can cause some areas to reject 
    toner. Try a different kind or brand of paper.
    • The toner cartridge may be defective. See 
    “Vertical repetitive defects” on the next 
    column.
    • If these steps do not correct the problems, 
    contact a service representative.
    Vertical linesIf black vertical streaks appear on the page:
    • The drum inside the toner cartridge has 
    probably been scratched. Install a new toner 
    cartridge. See page 8.4.
    If white vertical streaks appear on the page:
    • The surface of the LSU part inside the printer 
    may be dirty. Clean the LSU. See page 8.2.
    Gray 
    backgroundIf the amount of background shading becomes 
    unacceptable, the procedures below may fix the 
    problem.
    • Change to lighter weight pages. See page 5.3.
    • Check the printer’s environment; low humidity 
    (lower than 20% RH) or high humidity (higher 
    than 80% RH) conditions can increase the 
    amount of background shading.
    • Remove the old toner cartridge and install a 
    new one. See page 8.4.
    Toner smear• Clean the inside of the printer. See page 8.1.
    • Check the paper type and quality. See page 
    5.2.
    • Remove the toner cartridge and install a new 
    one. See page 8.4.
    Ve r t ic a l 
    repetitive 
    defectsIf marks repeatedly appear on the printed side of 
    the page at even intervals:
    • The toner cartridge may be damaged. If a 
    repetitive mark occurs on the page, install a 
    new toner cartridge. See page 8.4.
    • Parts of the printer may have toner on them. If 
    the defects occur on the back of the page, the 
    problem will likely correct itself after a few 
    more pages.
    • The fusing assembly may be damaged. 
    Contact a service representative.
    ConditionSuggested solutions
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    							9.8   
    Background 
    scatterBackground scatter results from bits of toner 
    distributed on the printed page. 
    • The paper may be too damp. Try printing with 
    a different batch of paper. Do not open 
    packages of paper until necessary so that the 
    paper does not absorb too much moisture.
    • If background scatter occurs on an envelope, 
    change the printing layout to avoid printing 
    over areas that have overlapping seams on 
    the reverse side. Printing on seams can cause 
    problems.
    • If background scatter covers the entire 
    surface area of a printed page, adjust the print 
    resolution through your software application or 
    via the printer properties window.
    Misformed 
    characters• If characters are improperly formed and 
    producing hollowed images, the paper stock 
    may be too slick. Try a different paper. See 
    page 5.3.
    Page skew• Ensure that the paper is loaded properly.
    • Check the paper type and quality. See page 
    5.2.
    • Ensure that the paper is loaded correctly and 
    the adjustable guides are not too tight or too 
    loose against the paper stack.
    Curl or wave• Ensure that the paper is loaded properly.
    • Check the paper type and quality. Both high 
    temperature and humidity can cause paper 
    curl. See page 5.2.
    • Turn over the stack of paper in the tray. Also 
    try rotating the paper 180° in the tray.
    ConditionSuggested solutions
    Wrinkles or 
    creases• Ensure that the paper is loaded properly.
    • Check the paper type and quality. See page 
    5.2.
    • Turn over the stack of paper in the tray. Also 
    try rotating the paper 180° in the tray.
    Back of 
    printouts are 
    dirty• The transfer roller may be dirty. See page 8.1.
    • Check for leaking toner. Clean the inside of 
    the printer. 
    Solid black 
    pages• The toner cartridge may not be installed 
    properly. Remove the cartridge and reinsert.
    • The toner cartridge may be defective and 
    need replacing. Install a new toner cartridge.
    • The printer may require repair. Contact a 
    service representative.
    Loose toner• Clean the inside of the printer. 
    • Check the paper type and quality. See page 
    5.2.
    • Install a new toner cartridge. See page 8.4.
    • If the problem persists, the printer may require 
    repair. Contact a service representative.
    Character voidsCharacter voids are white areas within 
    characters that should be solid black:
    • If you are using transparencies, try another 
    type of transparency. Because of the 
    composition of the transparency, some 
    character voids may be normal. 
    • You may be printing on the wrong surface on 
    the paper. Turn over the paper in the tray. 
    • The paper may not meet paper specifications. 
    See page 5.3.
    ConditionSuggested solutions
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    							9.9   
    Common Windows problems
    Horizontal 
    stripesIf horizontally aligned black streaks or smears 
    appear:
    • The toner cartridge may be installed 
    improperly. Remove the cartridge and 
    reinsert.
    • The toner cartridge may be defective. Install a 
    new toner cartridge. See page 8.4.
    • If the problem persists, the printer may require 
    repair. Contact a service representative.
    CurlIf the printed paper is curled or paper does not 
    feed into the printer:
    • Turn over the stack of paper in the tray. Also 
    try rotating the paper 180° in the tray.
    An unknown 
    image repetitively 
    appears on a 
    next few sheets 
    or loose toner, 
    light print or 
    contamination 
    occurs.Your printer is probably being used at an altitude 
    of 2,500 m (8,200 ft) or above.
    The high altitude may affect the print quality 
    such as loose toner or light imaging. You can set 
    this option through Printer Settings Utility or 
    Printer Tab in printer driver’s properties. Refer 
    to the Software Section for details.
    ConditionSuggested solutions
    “File in Use” 
    message appears 
    during installation.Exit all software applications. Remove all 
    software from the StartUp Group, then restart 
    Windows. Reinstall the printer driver.
    “Error Writing to 
    LPTx” message 
    appears.• Ensure that the cables are connected 
    correctly and the printer is on.
    • If bi-directional communication is not turned 
    on in the driver, it will also cause this 
    message.
    “General Protection 
    Fault”, “Exception 
    OE”, “Spool32”, or 
    “Illegal Operation” 
    messages appear.Close all other applications, reboot Windows, 
    and try printing again.
    ConditionSuggested solutions
    Common PostScript problems
    (Phaser 3125/B, 3125/N only)
    The following situations are PostScript language specific and may occur 
    when several printer languages are being used.“Fail To Print,” “A 
    printer timeout error 
    occurred,” 
    messages appear.These messages may appear during printing. 
    Just keep waiting until the printer finishes 
    printing. If the message appears in standby 
    mode or after printing has been completed, 
    check the connection and/or whether an error 
    has occurred.
    Note
    • Refer to Microsoft Windows 98/Me/NT 4.0/2000/XP(32/64 bit)/
    2003 User’s Guide that came with your PC for further 
    information on Windows error messages.
    Note
    • To receive a printed or screen displayed message when 
    PostScript errors occur, open the Print Options window and 
    click the desired selection next to the PostScript errors section.
    ConditionPossible causeSuggested solutions
    PostScript file 
    can not be 
    printed.The PostScript 
    driver may not 
    be installed 
    correctly.• Print a configuration page and 
    verify that the PostScript 
    version is available for printing.
    • Install the PostScript driver; to 
    installing the PS printer driver, 
    see the 
    Software Section.
    • If problem consists, contact a 
    service representative.
    “Limit Check 
    Error” message 
    appears.The print job 
    was too 
    complex.You might need to reduce the 
    complexity of the page.
    A PostScript 
    error page 
    prints.Print job may 
    not be 
    PostScript.Make sure that the print job is a 
    PostScript job. Check to see 
    whether the software application 
    expected a setup or PostScript 
    header file to be sent to the 
    printer.
    When print a 
    document in 
    Macintosh with 
    Acrobat Reader 
    6.0 or higher, 
    colors print 
    incorrectly.The resolution 
    setting in the 
    printer driver 
    may not be 
    matched with 
    that in Acrobat 
    Reader.Make sure that the resolution 
    setting in your printer driver 
    matches that in Acrobat Reader.
    ConditionSuggested solutions
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    							9.10   
    Common Macintosh problems
    (Phaser 3125/B, 3125/N only) 
    ConditionSuggested solutions
    The printer does not 
    print a document from 
    Acrobat Reader.Change the Print Method option to Print 
    as Image when you print from Acrobat 
    Reader.
    The document has 
    printed, but the print job 
    has not disappeared 
    from the spooler in Mac 
    OS 10.3.2.Update your Mac OS to OS 10.3.3 or 
    higher.
    The printer does not 
    print a document from 
    Illustrator on IPP 
    printing.Change the Data type option in the 
    Adobe Illustrator print menu to Binary.
    Or, you can use Appletalk printing.
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