Xerox Phaser 6500DN User Manual

							Troubleshooting
Phaser 6500 Color Laser Printer
User Guide121
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:
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/6500support
Toner for your printerwww.xerox.com/office/6500supplies
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
Routine maintenance itemswww.xerox.com/office/6500supplies
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							Troubleshooting
Phaser 6500 Color Laser Printer
User Guide 122
Control Panel Messages
This section includes:
•Supply Status Messages on page 122
•Error Messages on page 123
The printer uses control panel messages to indicate printer status, errors, and to provide instructions.
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.
Code/MessageCondition/Reason/Solution
Replace Fuser
010-351Time to replace the fuser.
Replace the old fuser with a new one and then restart the printer.
Insert Fuser
010-317The fuser is not installed or it is incorrectly installed.
Install the fuser and then restart the printer.
Replace Imaging Unit It is time to replace the imaging unit.
Replace the imaging unit. For details, see the Imaging Unit instruction 
sheet that came in the documentation packet with your printer.
Insert Imaging Unit The imaging unit is not installed.
Install the imaging unit. For details, see the Imaging Unit instruction sheet 
that came in the documentation packet with your printer.
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.
Invalid Xxx 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. The region of your printer is listed on 
the Configuration Page in the General section. For details on printing the 
Configuration Page, see Configuration Page on page 24.
Non-Xerox
® To n e rThe printer is in the custom toner mode. This message means a non-
Xerox® toner is installed. You could experience a decrease is print quality as 
a result.
Low Density
Xxx CartridgeToner is not distributed evenly in the specified cartridge. Remove and shake 
the cartridge, then reinstall it.
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							Troubleshooting
Phaser 6500 Color Laser Printer
User Guide123
Error Messages
Xxx Low The toner in the specified cartridge is low. Purchase a new cartridge to 
replace it. For details, see Ordering Supplies on page 108.
Tray Xxx Empty The specified tray is out of paper. Open the tray, insert paper, and then 
close the tray.
MessageCondition/Reason/Solution
Fuser Error
Error 010-397Check that the fuser is seated correctly, then restart the printer.
Check Unit
Imaging UnitSealing tape is still attached to the imaging unit. Remove the tape.
Over Heat
Please Wait
Error 042-700
Please WaitThe internal temperature of the printer is too high.
The printer has been stopped.
Wait one hour before restarting the printer. Ensure that the printer has 
adequate cooling space around it, and that the cooling vents are not 
blocked.
Jam at Tray 1
Check Tray 1
Open Front CoverPaper is jammed inside the paper tray.
Remove the jammed paper and then open and close the front cover. For 
details, see Clearing Jams at Tray 1 on page 142.
Jam at Tray 2
Check Tray 2
Open Front CoverPaper is jammed inside the paper tray.
Open Tray 2 and remove the jammed paper.
Open and close the front cover. For details, see Clearing Jams at the 250-
Sheet Feeder on page 145.
Chk Manual Feed
Remove Paper
Open and close Front CoverThere is a jam at the manual feed slot. Remove the paper and then open 
and close the front cover. For details, see Clearing Jams at the Manual Feed 
Slot on page 143.
Remove paper from Manual 
FeedRemove the paper at the manual feed slot.
Jam at Front Cover
Open Front Cover and Remove 
PaperPaper is jammed inside the printer.
Press the button to open the front cover and then remove the jammed 
paper.
Jam at Duplexer
Open Front Cover
Lift Transfer UnitThere is a paper misfeed at the duplex unit.
Press the button to open the front cover and then remove the jammed 
paper. For details, see Clearing Jams at the Duplex Unit on page 145.
Jam at Exit
Open Front Cover
and Remove PaperPaper is jammed inside the printer.
Open the front cover and remove the paper.
Code/MessageCondition/Reason/Solution
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							Troubleshooting
Phaser 6500 Color Laser Printer
User Guide 124Jam at Reg. Roll
Open Front CoverThere is a paper misfeed at the registration roller that helps align the paper 
in the printer path. Open the front cover and remove the paper.
Reseat Paper of Manual Feed Remove and then reseat the paper in the manual feed slot.
Load Manual Feed Load the correct-size paper in the manual feed slot.
Load Tray Xxx The printer has detected a paper size mismatch or no suitable paper is 
loaded in any of the trays.
Open the specified tray, remove the paper, insert paper of the correct size, 
and then close the tray.
Insert Output to Tray Xxx Waiting for side 2 to be set for manual 2-sided printing. Insert paper from 
output tray into the specified tray for printing on the second side.
Side Door Open
Close Side DoorThe side door to the toner is open. Close the side door.
Front Cover Open
Close Front CoverThe front cover is open.
Close the front cover.
Invalid Job
Press OK Button
Error 016-799When the printer configuration on the print driver does not conform to the 
printer you are using, this message is displayed.
Press the Cancel button to cancel the print job.
Make sure that the configuration of the printer on the print driver conforms 
to the printer you are using.
Out of Memory
Press OK Button
Error 016-718The printer memory is full and cannot continue processing the current print 
job.
•Press the OK button to clear the message, cancel the current print job, 
and conduct the next print job, if any.
•Press the Cancel button to cancel the print job.
•Press the Back Arrow button to open the Walk-Up Features menu and 
delete the job being held.
• If the problem is not corrected, turn off the printer and then on again.
To avoid this error in the future, do the following:
• Delete unnecessary fonts, macros, and other data in printer memory.
• Install additional printer memory.
Collate Full
Press OK Button
Error 116-721The memory for the collate function is full. 
Press OK and then turn off the printer and then on to clear any pending 
jobs. Also check the print queue of your printer to make sure that the jobs 
are deleted. Try sending the job again. If you still get the error message, 
repeat the process of clearing the print queue, then send the print job in 
smaller batches. If clearing the queue and sending smaller print jobs does 
not work, contact technical support.
PDL Error
Press OK Button
Error 016-720An error relating to PCL emulation has occurred.
Press the OK button to clear the message, cancel the current print job, and 
conduct the next print job, if any.
Press the Cancel button to cancel the print job.
MessageCondition/Reason/Solution
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							Troubleshooting
Phaser 6500 Color Laser Printer
User Guide125
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 120.
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 150.
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. Is the Ready indicator turned off?
If so, this printer is in Energy Saver mode or in the menu setting mode. For 
details, see Control Panel on page 20.
Is there a message displayed on the control panel?
Read the message and follow the instructions to correct the problem. For 
details, see Control Panel Messages on page 122.
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							Troubleshooting
Phaser 6500 Color Laser Printer
User Guide 126Print job sent but the light of 
the Ready indicator is not 
blinking or on.Is the Ethernet or USB interface cable disconnected?
Turn off the power and check the connection of the interface cable.
Is the protocol configured?
Check the port status of the interface. Make sure that the protocol settings 
are correctly configured in CentreWare
 Internet Services. For details, Help in 
CentreWare
 Internet Services.
Is the computer environment correctly set up?
Check the computer environment, such as the print driver. For details, see 
Installation and Setup on page 27.
Error indicator is on. Is there an error message displayed on the control panel?
Check the displayed message and correct the error. For details, see Control 
Panel Messages on page 122.
Error indicator is blinking. An error has occurred that you cannot correct by yourself.
Record the displayed error message or error code, turn off the power and 
disconnect the power plug from the outlet. Refer to the Xerox
® Support 
website at www.xerox.com/office/6500support.
Light of the Ready indicator is 
on and blinking but there is no 
print output.There are jobs remaining in the printer.
Cancel printing or force the remaining data to be printed.
To force the print job, press the OK button. To cancel the job, press the 
Cancel button.
Top section of printed 
document is missing. The top 
and side margins are incorrect.Are the paper tray guides in the correct positions?
Set the length guide and the width guides to the correct positions. For 
details, see Loading Paper on page 51.
Check that the paper size on the print driver or the control panel is correctly 
set. For details, see Setting Paper Types and Sizes on page 58.
For details, see the online help for the print driver.
Check that the margin setting is correct on the print driver. (PCL only).
For details, see the online help for the print driver.
Condensation has occurred 
inside the printer.Turn on the printer and leave it on for at least one hour to get rid of the 
condensation. If the problem continues, refer to the Xerox
® Support 
website at www.xerox.com/office/6500support.
SymptomReason/Solution
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							Troubleshooting
Phaser 6500 Color Laser Printer
User Guide127 Paper cannot be fed.
Paper jams.
Multiple sheets are fed. Paper is 
fed at an angle.
Paper is wrinkled.Is the paper correctly loaded?
Load the paper correctly. For labels or envelopes, fan them well to allow air 
to enter between each sheet before loading. For details, see Loading Paper 
on page 51.
Is the paper damp?
Replace with paper from a new ream. For details, see Paper Storage 
Guidelines on page 47, and Paper Usage Guidelines on page 46.
The paper used is not suitable.
Load the correct type of paper. For details, see Supported Paper and Media 
on page 46.
Is the paper tray set correctly?
Push the paper tray completely into the printer.
Is the printer placed on a flat location?
Place the printer on a stable, flat surface.
Are the paper tray guides set in the correct positions?
Set the guides to the correct positions. For details, see Loading Paper on 
page 51.
Paper is fed more than 1 sheet at a time.
Multiple feeding of paper can occur before the sheets of paper loaded in 
the tray are used up. Remove the paper, fan it, and load again. Replenish 
paper only when all the sheets of the loaded paper are used up.
Unusual noises. The printer is not level.
Reposition the printer on a flat, stable surface.
The paper tray is not inserted properly.
Push the paper tray completely into the printer.
There is a foreign object inside the printer.
Turn off the printer and remove the foreign object. Refer to the Xerox
® 
Support website at www.xerox.com/office/6500support.
SymptomReason/Solution
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							Troubleshooting
Phaser 6500 Color Laser Printer
User Guide 128
Print-Quality Problems
When the print quality is poor, select the closest symptom from the following table and see the 
corresponding solution to correct the problem. You can also print a demo page to more precisely 
determine the print-quality problem. For details, see Information Pages on page 120.
If the print quality does not improve after carrying out the appropriate action, contact Xerox
® 
Customer Support or your reseller.
Notes: 
•To enhance print quality, toner cartridges for many models of equipment have been designed to 
cease functioning at a predetermined point.
•Grayscale images printed with the composite black setting count as color pages, because color 
consumables are used. Composite black is the default setting on most printers.
SymptomCauseSolution
Faded printouts/multiple colors 
fa d e d .The toner cartridges are not 
Xerox
® toner cartridges.Verify that the toner cartridges (CMYK) 
meet specifications, and replace them if 
necessary.
The paper being used is outside 
the recommended specification 
range.Replace the paper with a recommend 
size and type, and confirm that your 
control panel/print driver settings are 
correct. For details, see Supported Paper 
on page 48.
The paper is damp. Replace the paper.
The transfer belt unit is old or 
damaged.Replace the transfer belt unit.
The high-voltage supply is 
defective.For assistance, see the Xerox
® Support 
website at:
www.xerox.com/office/6500support
Only one color is faded. Toner cartridge is empty or 
damaged.Check the condition of the toner 
cartridge and replace it if necessary.
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							Troubleshooting
Phaser 6500 Color Laser Printer
User Guide129 Stray black dots or white areas 
(dropouts).The paper is outside the 
recommended specification 
range.Replace the paper with a recommended 
size and type, and confirm that your 
control panel/print driver settings are 
correct. For details, see Supported Paper 
on page 48.
The transfer belt unit is old or 
damaged.Replace the transfer belt unit.
The toner cartridges are not 
Xerox
® toner cartridges.Verify that the toner cartridges meet 
specifications and replace them if 
necessary. For details, see Consumables 
on page 108.
• Vertical black or color 
streaks or multiple colored 
streaks or lines.
• Streaks in only one color.The transfer belt unit is old or 
damaged.Replace the transfer belt unit.
The toner cartridges are not 
Xerox
® toner cartridges.Verify that the toner cartridges meet 
specifications and replace them if 
necessary. For details, see Consumables 
on page 108.
There is a problem with the 
toner cartridge for that color.Check the toner cartridge for damage 
and replace if necessary.
Recurring smudges. Dirt in the paper path. Print several blank sheets until the 
smudges disappear.
The paper is outside the 
recommended specification 
range.Replace the paper with a recommended 
size and type, and confirm that your 
control panel settings are correct. For 
details, see Supported Paper on 
page 48.
The transfer belt unit or fuser is 
old or damaged.Check the condition of the transfer belt 
unit and the fuser and replace if 
necessary.
SymptomCauseSolution
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							Troubleshooting
Phaser 6500 Color Laser Printer
User Guide 130Toner smears when rubbed. The paper is damp. Replace the paper.
The paper is outside the 
recommended specification 
range, or the paper type setting 
is not correct.Replace the paper with a recommended 
size and type and then confirm that 
your print driver settings are correct. For 
details, see Supported Paper on 
page 48.
The toner cartridges are not 
Xerox
® toner cartridges.Verify that the toner cartridges meet 
specifications and replace if necessary. 
For details, see Consumables on 
page 108.
The fuser is old or damaged. Replace the fuser.
Printed pages are blank. Two or more sheets can be 
feeding at once.Remove the paper stack from the tray, 
fan it, then reinsert it.
The toner cartridges are not 
Xerox
® toner cartridges.Verify that the toner cartridges meet 
specifications and replace if necessary. 
For details, see Consumables on 
page 108.
The transfer belt unit is old or 
damaged.Replace the transfer belt unit.
The cable to the laser unit or 
controller is defective.For assistance, see the Xerox
® Support 
website at:
www.xerox.com/office/6500support
Hair-like marks appear in or 
around black half-tone printing. 
Shadows appear around areas 
of dense black printing.The paper was left unwrapped 
for a long time, especially in a 
dry environment.Replace the paper. Also, see Paper 
Storage Guidelines on page 47.
The paper is outside the 
recommended specification 
range.Replace the paper with a recommended 
size and type and then confirm that 
your print driver settings are correct. For 
details, see Supported Paper on 
page 48.
The transfer belt unit is old or 
damaged.Replace the transfer belt unit.
Color around the edge of 
printing is incorrect.The color registration is 
incorrect.Adjust the color registration. For details, 
see Color Registration on page 136.
Colored dots are printed at 
regular intervals (about 
28 mm).The imaging unit is dirty. Gently clean the imaging unit. For 
details, see Cleaning the Imaging Unit 
and Laser Lens on page 133.
SymptomCauseSolution
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