Lexmark E450dn User Manual

							Troubleshooting
51
7Troubleshooting
Online customer support
Customer support is available on our Lexmark Web site at www.lexmark.com.
Calling for service
When you call for printer service, describe the problem you are experiencing, the message on the display, and the 
troubleshooting steps you have already taken to find a solution.
You need to know your printer model type and serial number. See the label on the printer for this information.
The serial number is also listed on the menu settings page. See Printing the menu settings page on page 27 for more 
information.
For service in the U.S. or Canada, call 1-800-Lexmark (1-800-539-6275). See our Lexmark Web site at www.lexmark.com 
for the numbers for other countries/regions.
Note:When calling for service, call from the location of the printer.
Checking an unresponsive printer
If your printer is not responding, first make sure:
The power cord is plugged into the printer and a properly grounded electrical outlet.
The electrical outlet is not turned off by any switch or breaker.
The printer is not plugged into any surge protectors, uninterrupted power supplies, or extension cords.
Other electrical equipment plugged into the outlet is working.
The printer is turned on.
The printer cable is securely attached to the printer and the host computer, print server, option, or other network 
device.
Once you have checked each of these possibilities, turn the printer off and back on.
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							Printing multiple-language PDFs
52
Troubleshooting
Printing multiple-language PDFs
Solving printing problems
SymptomCauseSolution
Some documents do not 
print.The documents contain 
unavailable fonts.1Open the document you want to print in Adobe Reader.
2Click the printer icon.
The Print dialog appears.
3Check the Print as image box.
4Click OK.
SymptomCause Solution
The control panel display 
is blank or displays only 
diamonds.The printer self test 
failed.Turn the printer off, wait about 10 seconds, and turn the printer 
back on.
If the Performing Self Test and Ready messages do not 
appear, turn the printer off and call for service.
Jobs do not print. The printer is not ready 
to receive data.Make sure Ready or Power Saver appears on the display before 
sending a job to print. Press   to return the printer to the Ready 
state.
The output bin is full. Remove the stack of paper from the output bin, and then press 
.
The specified tray is 
empty.Load paper in the tray.
You are using the wrong 
printer driver or are 
printing to a file.Verify you are using the printer driver associated with your 
printer.
If you are using a USB Direct interface, make sure you are 
running Windows 2000, Windows XP or Windows Server 2003 
and using a printer driver compatible with Windows 2000, 
Windows XP or Windows Server 2003.
Your internal print server 
is not set up properly or 
is not connected 
properly.Verify that you have properly configured the printer for network 
printing.
See the drivers CD or the Lexmark Web site for information.
You are using the wrong 
interface cable, or the 
cable is not securely 
connected.Make sure you are using a recommended interface cable.
Make sure the connection is secure.
Held jobs do not print. A formatting error has 
occurred.Print the job. (Only part of the job may print.)
Delete the job.
Free up additional printer memory by scrolling through the list of 
held jobs and deleting others you have sent to the printer. The printer has 
insufficient memory.
The printer has received 
invalid data.Delete the job.
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							Solving printing problems
53
Troubleshooting
Job takes longer than 
expected to print.The job is too complex. Reduce the complexity of your print job by eliminating the number 
and size of fonts, the number and complexity of images, and the 
number of pages in the job.
Page Protect is set to 
On.Set Page Protect to Off from the Setup Menu.
For more information, see the Menus and Messages Guide.
The printer Operating 
Mode is set to Quiet 
mode or Eco-mode.Set the Operating Mode to Normal. 
For more information, see Selecting printer operating mode on 
page 63.
Job prints from the 
wrong tray or on the 
wrong paper or specialty 
media.The control panel menu 
settings do not match the 
media loaded in the tray.Make sure the Paper Size and Paper Type specified in the printer 
driver match the paper size and type in the tray.
Incorrect characters 
print.You are using an 
incompatible parallel 
cable.If you are using a parallel interface, make sure you are using an 
IEEE 1284-compliant parallel cable. We recommend Lexmark part 
number 1021231 for the standard parallel port.
The printer is in Hex 
Trace mode.If Ready Hex appears on the display, you must exit Hex Trace 
mode before you can print your job. Turn the printer off and back 
on to exit Hex Trace mode.
Large jobs do not collate. Collate is not set to On. Set Collation to On in the Finishing Menu or through the printer 
driver.
Note:Setting Collation to Off in the driver overrides the setting in 
the Finishing Menu.
For more information, see the Menus and Messages Guide.
The job is too complex. Reduce the complexity of the print job by eliminating the number 
and size of fonts, the number and complexity of images, and the 
number of pages in the job.
The printer does not 
have enough memory.Add printer memory.
Unexpected page breaks 
occur.The job has timed out. Set Print Timeout to a higher value from the Setup Menu.
For more information, see the Menus and Messages Guide.
The paper is curled once 
it exits the printer.The print media has 
been in the printer too 
long or is too heavy.
The print job has too 
many pages for simplex 
printing.
The paper has absorbed 
moisture due to high 
humidity.Use paper that is sealed in its original packaging.
Turn the paper over.
Rotate the paper 180 degrees.
If you are printing a multiple-page job, try duplexing it.
When printing on heavy print media, open the rear exit door for 
a straight-through path.
Try another type or brand of print media, such as a xerographic 
paper for laser printers.
If possible, try printing in a less humid environment.
If the paper still curls, select the Reduced Curl setting from the 
Configuration menu (for more information, see Turning on 
Reduced Curl mode).
SymptomCause Solution
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							Turning on Reduced Curl mode
54
Troubleshooting
Turning on Reduced Curl mode
If the print media is curled once it exits the printer, Reduced Curl mode can be turned on to help reduce the problem. 
However, before turning this mode on, you should try the possible solutions offered in Troubleshooting. For more 
information, see The paper is curled once it exits the printer.
Note:Print speed is significantly slower in Reduced Curl mode.
1Turn the printer off.
Note:Disabling the control panel menus does not prevent access to Print and Hold functionality.
2Press and hold   and   while turning the printer on.
3Release both buttons when the memory information appears on the display.
The printer performs its power-on sequence, and then Config Menu appears on the first line of the display.
4Press  until  Reduced Curl appears, and then press  .
5Press  until  On appears, and then press  .
Submitting Selection appears briefly. The control panel returns to Reduced Curl.
6Press  until  Exit Config Menus appears, and then press  .
7Resetting the Printer appears briefly followed by a clock. The control panel then returns to Ready.
The printer returns to the Ready state.
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 from the wall outlet, 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 on page 27 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
DrawersMake sure the connection between drawers and the printer is secure.
Make sure the print media is loaded correctly.
Printer memory Make sure printer memory is securely connected to the printer system board.
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							Solving paper feed problems
55
Troubleshooting
Solving paper feed problems
ProblemSolution
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.
SymptomCauseSolution
Paper frequently jams.  You are using paper that does not 
meet the printer specifications.Try the following:
Flex the paper.
Turn the print media over.
Check the following:
Drawer is properly installed.
Print media is loaded correctly.
Print media is not damaged.
Print media meets specifications.
Guides are positioned correctly for the print media size 
selected.
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.
For more information that can help prevent jams from 
occurring, see Avoiding jams on page 18.
You have loaded too much paper 
or too many envelopes.Make sure the print media is below the paper fill indicator 
on the side guides.
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 print media on page 18 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 
.
For more informations, see Clearing printer jams on 
page 46.
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.
For more information, see the Menus and Messages 
Guide.
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.
For more information, see the Menus and Messages 
Guide.
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							Solving print quality problems
56
Troubleshooting
Solving print quality problems
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.
ProblemAction
Print is too light. The toner may be low.
Change the Toner Darkness setting in the Quality menu.
Change the Brightness setting in the Quality menu.
Change the Contrast setting in the Quality menu.
If you are printing on an uneven print surface, change the Paper Weight and Paper 
Texture settings in the Paper menu.
Verify the correct print media is being used.
Toner smears, or print comes 
off the page.If you are printing on an uneven print surface, change the Paper Weight and Paper 
Texture settings in the Paper menu.
Verify the print media is within the printer specifications. See Understanding print 
media guidelines on page 12 for more details.
If the problem continues, contact the Lexmark Customer Support Center at
http://support.lexmark.com.
Toner appears on the back of 
the printed page.Toner is on the transfer roll. To help prevent this, do not load print media that is smaller 
than the page size of the job to be printed.
Open and close the printer top front cover to run the printer setup cycle.
Toner fog or background 
shading appears on the page.Check the photoconductor kit to make sure it is installed correctly.
Replace the photoconductor kit.
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							Solving print quality problems
57
Troubleshooting
Entire page is white.Make sure the packaging material is removed from the photoconductor kit.
Check the photoconductor kit and toner cartridge to be sure they are installed 
correctly.
Replace the photoconductor kit.
Streaks appear on the page.If you are using preprinted forms, make sure the ink can withstand temperatures of 
210°C (410°F).
Replace the photoconductor kit or toner cartridge.
Printing is too dark.Change the Toner Darkness setting in the Quality menu.
Change the Brightness setting in the Quality menu.
Change the Contrast setting in the Quality menu.
Note:Macintosh computer users should make sure the lines per inch (lpi) setting is not 
set too high in the software application.
Characters have jagged or 
uneven edges.Change the Print Resolution setting in the Quality menu to 600 dpi, 1200 dpi, or 2400 
Image Q.
Enable Enhance Fine Lines.
If you are using downloaded fonts, verify the fonts are supported by the printer, the 
host computer, and the software application.
ProblemAction
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							Solving print quality problems
58
Troubleshooting
Part or all of the page is 
printed in black.Check the photoconductor kit to see if it is installed correctly. 
The job prints, but the top and 
side margins are incorrect. Make sure the Paper Size setting in the Paper menu is correct.
Make sure the margins are set correctly in your software application.
Ghost images appear.Make sure the Paper Type setting in the Paper menu is correct.
Replace the photoconductor kit.
Gray background prints.The Toner Darkness setting may be too dark. Change the Toner Darkness setting in 
the Quality menu.
Adjust the Brightness to a darker setting.
Adjust the Contrast to a darker setting.
The photoconductor kit may be defective. Replace the photoconductor kit.
Some of the print is cut off on 
the sides, top, or bottom of 
the media.Move the guides in the tray to the proper positions for the size loaded.
Print is skewed or 
inappropriately slanted.
Transparency print quality is 
poor.Use only transparencies recommended by the printer manufacturer.
Make sure the Paper Type setting in the Paper menu is set to Transparency.
ProblemAction
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							Solving print quality problems
59
Troubleshooting
The Quality menu control panel options can be adjusted to help improve print quality.
In addition, the Enhance Fine Lines and Gray Correction options can be enabled to improve print quality. These settings are 
available on the driver and on the printer Embedded Web Server (EWS) interface. For more information about these 
options, see the driver Help. 
Menu selectionPurposeVa l u e s
Print Resolution To select printed output resolution 600 dpi
1200 dpi
2400 Image Quality*
Toner Darkness Lightens or darkens printed output and 
conserves toner1–108* is the default setting.
Select a lower number to lighten the 
printed output or save toner.
Small Font Enhancer Enhances the quality of small fonts Off*
Fonts Only
Fonts/Images
Driver optionPurposeVa l u e s†
Enhance Fine Lines A selection to enable a print mode 
preferable for certain files containing 
fine line detail, such as architectural 
drawings, maps, electronic circuit 
diagrams, and flow chartsOn In the driver, enable the check box.
Off* In the driver, disable the check box.
Gray Correction Automatically adjusts the contrast 
enhancement applied to imagesAuto In the driver, enable the check box.
Off* In the driver, disable the check box.
† Values marked by an asterisk (*) are the factory default settings.
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							Administrative support
60
8Administrative support
Adjusting control panel brightness and contrast
The LCD control panel contrast and brightness can be adjusted through the Utilities menu. For more information, see the 
Menus and Messages Guide.
The LCD Brightness and LCD Contrast settings are adjusted separately. To change the LCD Brightness or LCD Contrast 
settings:
1Make sure your printer is on.
2Press   on the control panel.
3Press  until  Settings appears, and then press  .
4Press  until  Utilities Menu appears, and then press  .
5Press   until   appears next to the LCD setting you want to change, and then press  .
6Press   to increase the brightness or contrast, or press   to decrease the brightness or contrast.
7When the adjustment is complete, press  .
This saves this setting as the new user default, and the printer returns to Ready.
Disabling control panel menus
Since many people could be using the printer, an administrator may choose to lock the control panel menus to keep others 
from changing menu settings from the control panel.
Note:Disabling the control panel menus does not prevent access to Print and Hold functionality.
To disable the control panel menus so that changes cannot be made to the printer default settings:
1Turn the printer off.
2Press and hold   and   while turning the printer on.
3Release both buttons when Performing Self Test appears on the display.
The printer performs its power-on sequence, and then Config Menu appears on the first line of the display.
4Press  until  Panel Menus appears, and then press  .
5Press  until  Disable appears, and then press  .
The following messages appear briefly: Submitting Selection and Disabling Menus. The control panel 
returns to Panel Menus.
6Press  until  Exit Config Menus appears, and then press  .
Activating Menu Changes appears. The menus are disabled. 
Resetting the Printer appears briefly followed by a clock. The control panel then returns to Ready.
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