Lexmark C920 User Manual

							Solving option problems
141
Troubleshooting
Solving option problems
If an option does not operate correctly after it is installed or if it quits working:
Turn the printer off, wait for about 10 seconds, and turn the printer on. If this does not fix the problem, unplug the 
printer, and check the connection between the option and printer.
Print the menu settings page and check to see if the option is listed in the Installed Options list. If the option is not 
listed, reinstall it. See Printing the menu settings page for more information.
Make sure the option is selected in the software application you are using.
For Macintosh computer users: Make sure the printer is set up in Chooser.
The following table lists printer options and suggested corrective actions for related problems. If the suggested corrective 
action does not fix the problem, call your service representative.
OptionAction
Drawers  Make sure the connection between drawers and the printer is secure.
 Make sure the print media is loaded correctly.
Duplex unit Make sure the connection between the duplex unit and the printer is secure. If the duplex 
unit is listed on the menu settings page, but print media jams when it enters or exits the 
duplex unit, the printer and duplex unit may not be properly aligned. 
Finisher  Make sure the connection between the finisher and the printer is secure. If the finisher is 
listed on the menu settings page, but print media jams when it exits the printer and 
enters the finisher, it may not be properly installed. Reinstall the finisher.
 Make sure you are using a print media size compatible with your optional output bins. 
See Media sizes and support.
Flash memory Make sure flash memory is securely connected to the printer system board. 
Hard disk with 
adapterMake sure the hard disk is securely connected to the printer system board.
Infrared adapter If infrared communication stops or does not occur, make sure:
 The distance between the two infrared ports is 1 meter 
(39 in.) or less. If communication does not occur between ports, move the ports closer 
together.
 Both ports are stable.
 The computer and the printer are on a level surface.
 The angle of communication between the two infrared ports is within 15 degrees of 
either side of an imaginary line drawn between the two infrared ports.
 No bright light, such as direct sun light, is interfering with communication.
 No objects are placed between the two infrared ports.
Internal print 
server Make sure the internal print server (also called an internal network adapter or INA) is 
securely connected to the printer system board. 
 Make sure you are using the correct cable, that it is securely connected, and the 
network software is correctly set up. 
See the drivers CD that shipped with your printer for more details.
High capacity 
feederSee Solving high capacity feeder problems.
Printer memory Make sure printer memory is securely connected to the printer system board.
USB/Parallel 
interface Make sure the USB/parallel interface card is securely connected to the printer system 
board.
 Make sure you are using the correct cable and that it is securely connected.
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							Solving option problems
142
Troubleshooting
Solving high capacity feeder problems
ProblemSolution
The paper tray does not raise when the 
loading door is closed, or the paper tray does 
not lower when the door is opened and the 
paper tray button is pushed.Check the following:
 The printer is properly attached to the high capacity feeder.
 The printer is powered on.
 The power cord is plugged firmly into the back of the high capacity 
feeder.
 The power cord is plugged into an outlet.
 The outlet has power.
The paper tray lowers unexpectedly. Check to see if your printer is out of paper or has a jam.
More than one sheet of paper is fed or a sheet 
is fed improperly.Remove the paper in the printer paper path, and check the stack to 
ensure the paper has been loaded properly. Be sure to remove the top 
and bottom sheets of each ream of paper that is loaded.
A jam occurs.
Rubber feed rollers do not turn to advance 
paper.Check the following:
 The power cord is plugged firmly into the back of the high capacity 
feeder.
 The power cord is plugged into an outlet.
 The outlet has power 
Consistent misfeeds or jams in the feeder. Try the following:
 Flex the paper.
 Turn the print media over.
Check the following:
 Feeder is properly installed.
 Paper is loaded correctly.
 Paper is not damaged.
 Paper meets specifications.
 Guides are positioned correctly for the paper size selected.
Service messages  A service message indicates printer failure that may require service. 
Turn the printer off, wait about 10 seconds, and then turn the printer on.
If the error recurs, write down the error number, the problem, and a 
detailed description. Call for service.
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							Solving paper feed problems
143
Troubleshooting
Solving paper feed problems
SymptomCauseSolution
Paper frequently jams. You are using paper that does not 
meet the printer specifications.Use recommended paper and other specialty media.
See the Card Stock & Label Guide available on our 
Lexmark Web site at www.lexmark.com for detailed 
specifications.
See Avoiding jams for information that can help prevent 
jams from occurring.
You have loaded too much paper 
or too many envelopes.Make sure the stack of paper you load does not exceed 
the maximum stack height indicated in the tray or on the 
multipurpose feeder.
Guides in the selected tray are not 
set to the appropriate position for 
the size paper loaded.Move the guides in the tray to the correct position.
The paper has absorbed moisture 
due to high humidity.Load paper from a fresh package.
Store paper in its original wrapper until you load it.
See Storing media for more information.
The Paper Jam 
message remains after 
you remove the 
jammed paper. You have not pressed
  or have 
not cleared the entire paper path.Clear paper from the entire paper path, and then press 
.
See Clearing jams for more information.
The page that jammed 
does not reprint after 
you clear the jam. Jam Recovery in the Setup Menu 
is set to Off.Set Jam Recovery to Auto or On.
See the Menus and Messages Guide for more 
information.
Blank pages feed into 
the output bin. An incorrect media type is loaded 
in the tray being printed from.Load the correct type media for your print job, or change 
the Paper Type to match the type of media loaded.
See the Menus and Messages Guide for more 
information.
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							Solving print quality problems
144
Troubleshooting
Solving print quality problems
To help isolate print quality problems, print the Print Quality Test Pages.
1Turn the printer off.
2Press   and  . Hold them while you turn the printer on, and until the Performing Self Test message 
appears.
Config Menu.appears.
3Press  until  Prt Quality Pgs appears, and then press .
The pages are formatted. The Printing Quality Test Pages message appears, then the pages print. The 
message remains on the operator panel until all the pages print.
After the Print Quality Test Pages print, to exit the Config Menu:
4Press  until  Exit Config Menu appears, and then press  to complete the procedure.
The information in the following table may help you solve print quality problems. If these suggestions still do not correct the 
problem, call for service. You may have a printer part that requires adjustment or replacement.
SymptomCauseSolution
Repeating defects Either a toner cartridge, a 
photodeveloper, the transfer 
belt or the fuser is defective.Marks occur repeatedly only in one 
color and multiple times on a page:
 Replace the toner cartridge if the defects 
occur every:
– 45.1mm (1.78in.)
–60mm (2.4in.)
 Replace the photodeveloper (black 
alone or all other colors at once) if the 
defects occur every: 
– 31.5 mm (1.2 in.)
–94mm (3.7in.)
Marks occur across the page repeatedly 
in all colors:
 Replace the transfer belt if the defects 
occur every 27 mm (1.1 in.)
 Replace the fuser if the defects occur 
every 140 mm (5.5 in.)
Color misregistration Color has shifted outside of 
the appropriate area or has 
been superimposed over 
another color area.Top to Bottom or Left to Right:
1Re-seat the cartridges by removing 
them from the printer and then 
reinserting them.
2Adjust the color alignment. Use the 
Alignment page under the Utilities Menu.
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							Solving print quality problems
145
Troubleshooting
Dark Lines A toner cartridge, a 
photodeveloper, or the transfer 
belt is defective.If the problem is on the front (print side) of 
the page:
1Replace the color cartridge causing the 
line.
2If you still have the problem, replace the 
photodeveloper (black alone or all other 
colors at once).
If the problem is on the back of the page, 
replace the transfer belt.
Light colored line, 
white line, or wrong 
colored lineThe LEDs are dirty. See Cleaning the LEDs.
Streaked horizontal 
linesA toner cartridge, a 
photodeveloper, the transfer 
belt, or fuser may be defective, 
empty, or worn.Replace the cartridge, photodeveloper 
(black alone or all other colors at once), 
transfer belt, or fuser as needed.
Streaked vertical lines  Toner is smeared before 
fusing to the paper.
 The toner cartridge is 
defective. If paper is stiff, try feeding from another 
tray.
 Replace the color cartridge causing the 
streaks.
Print irregularities  Paper has absorbed 
moisture due to high 
humidity.
 You are using paper that 
does not meet the printer 
specifications.
 A photodeveloper, the 
transfer belt or the fuser is 
worn or defective. Load paper from a fresh package in the 
paper tray.
 Avoid textured paper with rough finishes.
 Make sure the printer’s paper type and 
paper weight settings match the type of 
paper you are using.
 Replace photodeveloper (black alone or 
all other colors at once), the transfer belt 
or the fuser.
SymptomCauseSolution
ABCDE
ABCDE
ABCDE
ABCDE
ABCDE
ABCDE
ABCDE
ABCDE
ABCDE
ABCDE
ABCDE
ABCDE
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							Solving print quality problems
146
Troubleshooting
Print too light  The Toner Darkness setting 
is too light, RGB Brightness 
is too bright, or RGB 
Contrast is too high.
 You are using paper that 
does not meet the printer 
specifications.
Color Saver is On.
 Toner is low.
 A toner cartridge is 
defective or has been 
installed in more than one 
printer. Select a different Toner Darkness 
setting, RGB Brightness setting, or RGB 
Contrast setting from the printer driver 
before sending the job to print.
 Perform a Color Adjust in the Quality 
Menu.
 Load paper from a new package.
 Avoid textured paper with rough finishes.
 Make sure the paper you load in the 
trays is not damp.
 Make sure the printer’s paper type and 
paper weight settings match the type of 
paper you are using.
 Turn Color Saver off.
 Replace the toner cartridge.
Print too dark  The Toner Darkness setting 
is too dark, RGB Brightness 
is too dark, or RGB 
Contrast is too high.
 A toner cartridge is 
defective. Select a different Toner Darkness 
setting, RGB Brightness setting, or RGB 
Contrast setting from the printer driver 
before sending the job to print.
 Replace the toner cartridge.
Transparency print quality is poor
(Print has inappropriate light or dark spots, 
toner is smeared, horizontal or vertical light 
bands appear, or color does not project.) You are using 
transparencies that do not 
meet the printer 
specifications.
 The Paper Type setting for 
the tray you are using is set 
to something other than 
Transparency. Use only transparencies recommended 
by the printer manufacturer.
 Make sure the Paper Type setting is set 
to Transparency.
Toner fog or background shading appears 
on the page A toner cartridge is 
defective or installed 
incorrectly.
 The transfer belt is worn or 
defective.
 A photodeveloper is worn or 
defective.
 The fuser is worn or 
defective.
 Toner is in the paper path. Reinstall or replace the cartridge.
 Replace the transfer belt.
 Replace the photodeveloper (black 
alone or all other colors at once).
 Replace the fuser.
 Call for service.
Toner rubs off the paper easily when you 
handle the sheets The Type setting is wrong 
for the type of paper or 
specialty media you are 
using.
 The Weight setting is wrong 
for the type of paper or 
specialty media you are 
using.
 The fuser is worn or 
defective. Change Paper Type to match the paper 
or specialty media you are using.
 Change Paper Weight from Plain to 
CardStock (or other appropriate weight).
 Replace the fuser.
Gray background  The Toner Darkness setting 
is too dark.
 A toner cartridge is 
defective. Select a different Toner Darkness setting 
from the printer driver before sending the 
job to print.
 Replace the toner cartridge.
SymptomCauseSolution
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ABCDE
ABCDE
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							Solving print quality problems
147
Troubleshooting
Uneven print density  A toner cartridge is 
defective.
 A photodeveloper is worn or 
defective.
 The transfer belt is worn or 
defective. Replace the toner cartridge.
 Replace the photodeveloper (black 
alone or all other colors at once).
 Replace the transfer belt.
Characters have jagged or uneven edges A downloaded font is not 
supported.If you are using downloaded fonts, verify 
the fonts are supported by the printer, the 
host computer, and the software 
application.
Ghost Images Toner is low.  Make sure the Paper Type setting is 
correct for the paper or specialty media 
you are using.
 Replace the toner cartridge.
Clipped images
(Some of the print is cut off on the sides, 
top, or bottom of the paper.)Guides in the selected tray are 
set for a different size paper 
than what is loaded in the tray.Move the guides in the tray to the proper 
positions for the size loaded.
Incorrect margins  Guides in the selected tray 
are set for a different size 
paper than what is loaded 
in the tray.
 Auto size sensing is set to 
off, but you loaded a 
different size paper in a tray. 
For example, you inserted 
A4 size paper into the 
selected tray but did not set 
the Paper Size to A4. Move the guides in the tray to the proper 
positions for the size loaded.
 Set the Paper Size to match the media in 
the tray.
Skewed print
(Print is inappropriately slanted.) Guides in the selected tray 
are not in the correct 
position for the paper size 
loaded in the tray.
 You are using paper that 
does not meet the printer 
specifications. Move the guides in the tray to the proper 
positions for the size loaded.
See Media specifications.
Blank pages  Packaging material has not 
been removed from one or 
more toner cartridges
 Toner is low.
 One or more toner 
cartridges are defective or 
empty. Remove the packaging material from the 
appropriate toner cartridge
 Remove the toner cartridge by gripping 
the handles with both hands. Shake the 
cartridge back and forth and reinstall it.
 Replace the defective toner cartridges.
SymptomCauseSolution
ABCDE
ABCDE
ABCDE
ABCDE
ABCDE
ABCDE
ABCDE
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							Color quality information
148
Troubleshooting
Color quality information
This section helps you understand how operations available on the printer can be used to adjust and customize color 
output.
Quality Menu
Selections available in the Quality Menu provide the user with multiple options that can adjust color characteristics of the 
printer.
Values marked by an asterisk (*) are the factory default settings. Values selected in the printer PostScript or PCL emulation 
drivers for Windows will override printer settings.Solid color pages  A toner cartridge is 
defective.
 Your printer requires 
servicing. Replace the toner cartridge.
 Call for service.
The paper curls badly once it prints and 
exits to a bin The Type and Weight 
settings are not appropriate 
for the type of paper or 
specialty media you are 
using.
 The paper has been stored 
in a high humidity 
environment. Change Paper Type and Paper Weight 
to match the paper or specialty media 
loaded in the printer.
 Load paper from a fresh package.
 Store paper in its original wrapper until 
you use it.
See Storing paper.
Menu itemPurposeVa l u e s
Print ModeTo determine whether images are 
printed in a monochrome 
grayscale or in color.Color*
Black Only
Color 
CorrectionTo adjust the printed color to 
better match the colors of other 
output devices or standard color 
systems.
Due to the differences between 
additive and subtractive colors, 
certain colors that appear on the 
monitor are impossible to 
duplicate on the printer.Auto* Applies different color conversion 
tables to each object on the printed 
page, depending on the type of object 
and how the color for each object is 
specified.
Off No color correction is implemented.
Manual Allows customization of the color 
conversion tables applied to each 
object on the printed page, depending 
on the type of object and how the 
color for each object is specified. 
Customization is performed using the 
selections available under the Manual 
Color menu item.
Print 
ResolutionSelects the quality of printed 
output.2400 IQ*
Toner DarknessLighten or darkens printed output 
and conserves toner.1 to 5 4* is the default setting.
Select a lower number to lighten the 
printed output or save toner.
SymptomCauseSolution
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							Quality Menu
149
Troubleshooting
Color SaverTo conserve toner in graphics and 
images yet maintain high quality 
text. The amount of toner used to 
print graphics and images is 
reduced; however, text is printed 
with default toner usage. If 
selected, this setting overrides 
Toner Darkness settings. Color 
Saver is not supported in PPDS, 
and partially supported by the 
PCL emulation driver.On*
Off
RGB BrightnessTo assist in making brightness, 
contrast, and saturation 
adjustments to color output.
These functions do not affect files 
where CMYK color specifications 
are being used. See Frequently 
asked questions (FAQ) about 
color printing for more 
information on color 
specifications.-6, -5, -4, -3, -2, -1, 0*, 
1, 2, 3, 4, 5, 6-6 is maximum decrease
6 is maximum increase
0 is the default setting
RGB Contrast0*, 1, 2, 3, 4, 5 0 is the default setting
5 is maximum increase
RGB Saturation0*, 1, 2, 3, 4, 5 0 is the default setting
5 is maximum increase
Color BalanceTo provide users with the ability to 
make subtle color adjustments to 
printed output by increasing or 
decreasing the amount of toner 
being used for each color plane 
individually.Cyan -5, -4, -3, -2, -1, 0*, 1, 2, 3, 4, 5
-5 is maximum decrease
5 is maximum increase Magenta
Ye l l o w
Black
Reset Defaults Sets values for Cyan, Magenta, 
Yellow, and Black to 0 (zero).
Color SamplesTo assist users in selecting colors 
to be printed. Users can print 
color samples pages for each of 
the RGB and CMYK color 
conversion tables used in the 
printer.
The color samples pages consist 
of a series of colored boxes along 
with the RGB or CMYK 
combination that creates the color 
observed for each particular box. 
These pages can be useful in 
helping users decide which RGB 
or CMYK combinations to use in 
their software applications to 
create the desired printed color 
output.
Note:The printer Embedded Web 
Server interface, which is only 
available on network models, 
offers users more flexibility. It lets 
users access the printing of 
Detailed Color Samples.sRGB Display Prints RGB samples using 
sRGB Display color conversion tables.
sRGB Vivid Prints RGB samples using 
sRGB Vivid color conversion tables.
Display — True Black Prints RGB samples using
Display — True Black color conversion 
tables.
Vivid Prints RGB samples using Vivid color 
conversion tables.
Off—RGB Color conversion is implemented.
US CMYK Prints CMYK samples using 
US CMYK color conversion tables.
Euro CMYK Prints CMYK samples using 
Euro CMYK color conversion tables.
Vivid CMYK Prints CMYK samples using 
Vivid CMYK color conversion tables.
Off—CMYK No color conversion is implemented.
Menu itemPurposeVa l u e s
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							Quality Menu
150
Troubleshooting
Manual ColorTo let users customize the RGB or 
CMYK color conversions applied 
to each object on the printed 
page. Color conversion of the data 
specified using RGB 
combinations can be customized 
based on object type (text, 
graphics, or image) through the 
printer operator panel.RGB ImagesRGB Display*: Applies a color 
conversion table to produce output 
that approximates the colors 
displayed on a computer monitor.
sRGB Vivid: Increases color 
saturation for the sRGB Display color 
conversion table. Preferred for 
business graphics and text.
Display — True Black: Applies color 
conversion table to produce output 
that approximates the colors 
displayed on a computer monitor 
while using only black toner for neutral 
gray colors.
Vivid: Applies a color conversion 
table that produces brighter, more 
saturated colors.
Off: No color conversion is 
implemented.
RGB TextsRGB Display
sRGB Vivid*
Display - True Black
Vivid
Off RGB Graphics
CMYK Image
CMYK Text
CMYK Graphics US CMYK* (country/region-specific 
factory default values): Applies a color 
conversion table to approximate 
SWOP color output.
Euro CMYK* (country/region-specific 
factory default values): Applies color 
conversion table to approximate 
EuroScale color output.
Vivid CMYK: Increases color 
saturation for the US CMYK color 
conversion table.
Off: No color conversion is 
implemented.
Enhance Fine 
LinesA selection to enable a print mode 
preferable for certain files 
containing fine line detail, such as 
architectural drawings, maps, 
electronic circuit diagrams, and 
flow charts.
Note:Enhance Fine Lines is not a 
menu item. This setting is only 
available on the PCL emulation 
driver or PostScript driver or on 
the printer Embedded Web 
Server.On In the driver, enable the check box.
Off* In the driver, disable the check box.
Menu itemPurposeVa l u e s
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