Xerox Phaser 6010N User Manual

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Phaser 6000/6010 Color Printer
User Guide31
Troubleshooting
This chapter includes:
•Troubleshooting Overview on page 32
•Avoiding Jams on page 35
•Control Panel Messages on page 36
•Problems with the Printer on page 40
•Print-Quality Problems on page 43
•Cleaning the LED Windows on page 49
•Cleaning the Color Toner Density Sensors on page 52
•Color Registration on page 53
•Adjusting the Bias Transfer Roller on page 59
•Adjusting the Fuser on page 60
•Adjusting Altitude on page 61
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							Troubleshooting
Phaser 6000/6010 Color Printer
User Guide 32
Troubleshooting Overview
This section includes:
•Error and Status Messages on page 32
•Printer Setting Utility Alerts on page 32
•Online Support Assistant on page 32
•Information Pages on page 32
•More Information on page 33
Your printer comes with a number of utilities and resources to help you troubleshoot printing problems.
Error and Status Messages
Note: Printer control panel messages are available only on the Phaser 6010 printer.
The printer control panel provides you with information and troubleshooting help. When an error or 
warning condition occurs, the control panel displays a message informing you of the problem.
For details, see Control Panel Messages on page 36.
Printer Setting Utility Alerts
The Printer Setting Utility automatically checks the printer status when you send a print job. If the 
printer is unable to print, Printer Setting Utility displays an alert to let you know that the printer needs 
attention. Install the Printer Setting Utility from the Software and Documentation disc that came in 
the documentation packet with your printer. For details, see the Quick Use Guide included in the 
documentation packet.
Online Support Assistant
The Online Support Assistant is a knowledge base that provides instructions and troubleshooting help 
to solve your printer problems. You can find solutions for print-quality problems, paper jams, software 
installation, and more.
To access the Online Support Assistant, go to:
• Phaser 6000 go to: www.xerox.com/office/6000support
• Phaser 6010 go to: www.xerox.com/office/6010support
Information Pages
Two information pages in the printer, the Demo Page and the Error History report, can help with 
troubleshooting certain problems. The Demo Page prints an image using all printer colors to show the 
current ability of the printer to print. The Error History report prints information on the most recent 
printer errors that occurred.
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							Troubleshooting
Phaser 6000/6010 Color Printer
User Guide33
To print information pages:
1. On the printer control panel, press the Menu button.
2. At Information Pages, press the OK button.
3. Press the Down Arrow button to go to the desired page and then press OK.
More Information
You can obtain more information about your printer from these sources:
Phaser 6000 Printer
Phaser 6010 Printer
ResourceLink
Technical support information for your printer. 
Includes online Technical Support, Recommended 
Media List, Online Support Assistant, driver 
downloads, documentation, video tutorials, and 
more.www.xerox.com/office/6000support
Toner and supplies for your printerwww.xerox.com/office/6000supplies
A resource for tools and information such as 
interactive tutorials, printing templates, helpful tips, 
and customized features to meet your individual 
needs.www.xerox.com/office/businessresourcecenter
Printer registrationwww.xerox.com/office/register
Material Safety Data Sheets identify materials and 
provide information on safely handling and storing 
hazardous materials.www.xerox.com/msds
(U.S. and Canada)
www.xerox.com/environment_europe
(European Union)
Information about recycling supplieswww.xerox.com/gwa
ResourceLink
Technical support information for your printer. 
Includes online Technical Support, Recommended 
Media List, Online Support Assistant, driver 
downloads, documentation, video tutorials, and 
more.www.xerox.com/office/6010support
Toner and supplies for your printerwww.xerox.com/office/6010supplies
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							Troubleshooting
Phaser 6000/6010 Color Printer
User Guide 34A resource for tools and information such as 
interactive tutorials, printing templates, helpful tips, 
and customized features to meet your individual 
needs.www.xerox.com/office/businessresourcecenter
Printer registrationwww.xerox.com/office/register
Material Safety Data Sheets identify materials and 
provide information on safely handling and storing 
hazardous materials.www.xerox.com/msds
(U.S. and Canada)
www.xerox.com/environment_europe
(European Union)
Information about recycling supplieswww.xerox.com/gwa
ResourceLink
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							Troubleshooting
Phaser 6000/6010 Color Printer
User Guide35
Avoiding Jams
For clearing paper jams, refer to the Quick Use Guide included in the documentation packet that came 
with the printer.
The printer is designed to function with minimal paper jams using Xerox
® supported paper. Other 
paper types can cause jams. If supported paper is jamming frequently in one area, clean that area of 
the paper path or have the printer repaired.
The following can cause paper jams:
• Selecting the incorrect paper type in the print driver. 
• Using damaged paper.
• Using unsupported paper.
• Loading paper incorrectly.
• Overfilling the tray.
• Adjusting the paper guides improperly.
Most jams can be prevented by following a simple set of rules:
• Use only supported paper. For details, see the Supported Paper in the Quick Use Guide.
• Follow proper paper handling and loading techniques.
• Always use clean, undamaged paper.
• Avoid paper that is curled, torn, moist, creased, or folded.
• Fan the paper to separate the sheets before loading it into the tray.
• Observe the paper tray fill line. Never overfill the tray.
• Adjust the paper guides after inserting the paper. A guide that is not properly adjusted can cause 
poor print quality, misfeeds, skewed prints, and printer damage.
• Use only supported paper sizes.
• When printing, select the correct type and size in the print driver.
• Store paper in a dry location.
• Use only Xerox
® paper designed for the printer.
Avoid the following:
• Paper that is specially designed for inkjet printers with polyester coating.
• Paper that is folded, wrinkled, or excessively curled.
• Loading more than one type, size, or weight of paper in a tray at the same time.
• Overfilling the trays.
• Allowing the output tray to overfill.
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							Troubleshooting
Phaser 6000/6010 Color Printer
User Guide 36
Control Panel Messages
This section includes:
•Phaser 6010 Printer Supply Status Messages on page 36
•Phaser 6010 Printer Error Messages on page 36
•Phaser 6000 Printer Status, Warning, and Error Indicators on page 37
•Phaser 6000 Printer Error Codes on page 38
•Phaser 6000 Printer Extended Error Codes on page 39
The printer uses control panel messages to indicate printer status, errors, and to provide instructions.
Phaser 6010 Printer Supply Status Messages
Status messages tell you about the status of the printer and its supplies.
Note: Xxx indicates one of the following: the Yellow Toner (Y), Cyan Toner (C), Magenta Toner (M), 
Black Toner (K), a tray, or fuser. NNN indicates a numeric value.
Phaser 6010 Printer Error Messages
When the printer detects an error, it indicates the error by lighting or blinking the orange Ready light. 
When the Error indicator light is activated, an error message appears on the control panel to explain 
the fault. A blinking orange Ready light shows that there is an error rendering the printer inoperable. 
Recovery requires restarting the printer or having the printer serviced. When the orange Ready light is 
lit solidly, follow the instructions displayed on the control panel to fix the problem.
Code/MessageCondition/Reason/Solution
Insert Xxx Cartridge The Xxx toner cartridge is not installed correctly or is not installed. Install 
the toner cartridge.
Replace Xxx Cartridge The toner cartridge has become empty.
Replace the old toner cartridge with a new one.
Cartridge Error The wrong toner cartridge is installed or the toner cartridge is not seated 
correctly. Reseat the toner cartridge or replace the cartridge with one that 
meets specifications for your printer.
Empty Xxx Cartridge The expected life of the toner cartridge has been reached. Purchase a new 
cartridge to replace it. For details, see Ordering Supplies on page 22.
Low Density
Xxx CartridgeToner is not distributed evenly in the specified cartridge. Remove and shake 
the cartridge, then reinstall it.
Xxx Low The toner in the specified cartridge is low. Purchase a new cartridge to 
replace it. For details, see Ordering Supplies on page 22.
Load paper The tray is out of paper or it is the wrong size. Load the tray with the proper 
size paper.
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							Troubleshooting
Phaser 6000/6010 Color Printer
User Guide37
Phaser 6000 Printer Status, Warning, and Error Indicators
The printer uses the lighted symbol on the control panel to indicate the printer status, errors, and 
warnings. 
NameIconDescription
Load Paper • Indicates the printer is out of paper or paper is jammed in the paper 
tray.
• Flashing indicates a Paper Size Mismatch in the printer.
Ready/Data • Green indicates the printer is ready.
• Flashing green indicates the printer is busy or is waiting for you to take 
an expected action.
• Flashing green when the Power Saver light is flashing indicates the 
printer is canceling the print job.
OK Prompts the user to press the OK button to resume printing after an 
interruption. Press OK to resume printing after loading paper during a print 
job. Press OK to print side 2 of a manual 2-sided print job after paper is 
reloaded.
Cyan Toner • Indicates that the cyan toner is low.
• Flashing indicates the toner is empty or toner warning.
• Flashing means non-Xerox
® toner is installed.
Magenta Toner • Indicates that the magenta toner is low.
• Flashing indicates the toner is empty or toner warning.
• Flashing means non-Xerox
® toner is installed.
Yellow Toner • Indicates that the yellow toner is low.
• Flashing indicates the toner is empty or toner warning.
• Flashing means non-Xerox
® toner is installed.
Black Toner • Indicates that the black toner is low.
• Flashing indicates the toner is empty or toner warning.
• Flashing means non-Xerox
® toner is installed.
p60xx_013
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							Troubleshooting
Phaser 6000/6010 Color Printer
User Guide 38
Phaser 6000 Printer Error Codes
When the printer detects an error, it indicates the error by lighting or blinking the Error indicator light. 
When the Error indicator light is activated, one or more of the other symbols activate to indicate the 
fault. A blinking Error symbol indicates an error that renders the printer inoperable. Recovery requires 
restarting the printer or having the printer serviced. When the Error indicator light is lit solidly, or one or 
more of the indicators is on or flashing, the printer requires attention. Use the indicators and the 
following table to decode the error and determine the action to take.
If the symbol in the table is bold, it means that the indicator is lit solidly.
If the symbol in the table is smaller with radiating beams, it means that the indicator is flashing.
Power Saver • Indicates the printer is in the Low Power or Sleep mode.
• Flashing indicates that the printer is canceling the current print job.
• Flashing when the Ready light is flashing indicates the printer is 
canceling the print job.
Jam Flashing indicates a paper jam in the printer.
Error • Indicates an error that needs your attention.
• Indicates the printer has a critical error that can only be corrected by 
restarting the printer or by calling for service.
Error/Action to TakeError Code
Toner color is low (C, M, Y, or K). Order more toner of the indicated color. The 
printer is still able to print.
Toner warning. Replace the toner cartridge as necessary. Toner color is empty 
or the cartridge has an error.
No toner or toner CRUM error. Reseat the toner cartridge. Make sure that the 
toner meets printer specifications.
Close the rear cover. If the rear cover is already closed, see Phaser 6000 Printer 
Extended Error Codes on page 39.
NameIconDescription
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							Troubleshooting
Phaser 6000/6010 Color Printer
User Guide39
Phaser 6000 Printer Extended Error Codes
The printer indicates a fault by turning on the Error indicator light. When the error indicator light is 
illuminated, the printer usually turns on or flashes another to show the nature of the fault. If the Error 
indicator is turned on without another indicator, close the rear cover. If the rear cover is already closed, 
press the OK button for more than 3 seconds to see an additional indicator light pattern. The extended 
light pattern appears for about 3 seconds, then the Error indicator light illuminates. Press the OK 
button as many times as necessary to read the pattern of the indicator lights. Use the following table 
to decode the indicator light pattern for the error code.
The printer is waiting to print the second side of a manual 2-sided print job. 
Without changing the orientation of the sheets, move the paper from the 
output tray to the paper tray, then press OK.
• The paper tray is empty. Load paper.
• Paper size mismatch. The paper in the tray is the wrong size. Load the 
correct size paper.
• Paper misfeed. Remove misfed paper from the paper tray.
Paper Jam. Open the rear cover and remove the jammed paper. Check the 
paper tray for misfed paper.
Clean the Color Toner Density Sensor.
Memory overflow. Divide the print job into smaller files.
PDL error. Make sure that you are using the 
Phaser 6000/6010 print driver.
Error/Action to TakeError Code
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							Troubleshooting
Phaser 6000/6010 Color Printer
User Guide 40
Problems with the Printer
If you encounter a problem with your printer, use the following table to troubleshoot and fix the 
problem. For additional troubleshooting information, see Troubleshooting Overview on page 32.
WARNING: Never open or remove printer covers that are secured with screws unless 
instructed in the manual. A high-voltage component can cause electric shock. Do not 
try to alter the printer configuration or modify any parts. An unauthorized 
modification can cause smoke or fire.
CAUTION: Probable causes of trouble are that the printer, computer, server, or other 
hardware is not correctly set for the network environment you are using.
SymptomReason/Solution
No power. Is the power to the printer turned off?
Press the power button to the On position to turn on the power.
Is the power cord disconnected or not securely connected?
Turn off the power to the printer and then connect the power cord to the 
power outlet again. Then turn on the power to the printer.
Is the power cord connected to a power outlet with the correct voltage?
Connect the printer exclusively to a power outlet with a suitable voltage 
and current rating. For details, see Electrical Specifications on page 67.
Is the printer connected to an uninterruptible power supply?
Turn off the power to the printer and then connect the power cord to a 
suitable power outlet.
Is the printer connected to a power strip shared with other high-power 
devices?
Connect the printer to a power strip that is not shared with other 
high-power devices.
Cannot print. Turn off the printer, then turn it on to reset it.
Phaser 6010 printer only: Is there a message displayed on the control 
panel?
Read the message and follow the instructions to correct the problem.
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