Xerox WorkCentre PE120i User Manual

							Troubleshooting9.21
9
Printing Quality Problems
If the inside of the machine is dirty or paper has been loaded improperly, you may 
notice a reduction in print quality. See the table below to clear the problem. 
ConditionSuggested solutions
Light or faded print
If 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 “Redistributing Toner” 
on page 8.7. If this does not improve the 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 “Paper 
Specifications” on page E.6.
• If the entire page is light, the print resolution setting is too 
low or the toner save mode is on. Adjust the print 
resolution and turn the toner save mode off. See page 4.8 
and page 2.24, respectively.
• A combination of faded or smeared defects may indicate 
that the toner cartridge needs cleaning. See “Cleaning the 
Drum” on page 8.10.
• The surface of the LSU part inside the machine may be 
dirty. Clean the LSU (see page 8.4).
Toner specs• The paper may not meet specifications; for example, the 
paper is too moist or too rough. See “Paper Specifications” 
on page E.6.
• The transfer roller may be dirty. Clean the inside of your 
machine. See “Cleaning the Inside” on page 8.3.
• The paper path may need cleaning. See “Cleaning the 
Drum” on page 8.10.
DropoutsIf faded areas, generally rounded, 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 “Paper Specifications” on page E.6.
• 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 page 9.23.
• If these steps do not correct the problem, contact a service 
representative.
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							Troubleshooting9.22
Vertical linesIf black vertical streaks appear on the page:
• The drum inside the toner cartridge has probably been 
scratched. Remove the toner cartridge and install a new 
one. See “Replacing the Toner Cartridge” on page 8.8.
If white vertical streaks appear on the page:
• The surface of the LSU part inside the machine may be 
dirty. Clean the LSU (see page 8.4).
The scan glass can be dirty:
• Clean glass with a dampended cloth. See “Cleaning the 
Scan Unit” on page 8.5.
Gray backgroundIf the amount of background shading becomes 
unacceptable:
• Change to a lighter weight paper. See “Paper 
Specifications” on page E.6.
• Check the machine’s environment: very dry (low humidity) 
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 
“Replacing the Toner Cartridge” on page 8.8.
Toner smear• Clean the inside of the machine. See “Cleaning the Inside” 
on page 8.3.
• Check the paper type and quality. See “Paper 
Specifications” on page E.6.
• Remove the toner cartridge and install a new one. See 
“Replacing the Toner Cartridge” on page 8.8.
• The fuser may be damaged. Contact a service 
representative.
ConditionSuggested solutions
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							Troubleshooting9.23
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Vertical 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 at intervals of 75.4 mm, print a 
cleaning sheet several times to clean the cartridge; see 
“Cleaning the Drum” on page 8.10. After the printout, if 
you still have the same problems, remove the toner 
cartridge and install a new one. See “Replacing the Toner 
Cartridge” on page 8.8.
• Parts of the machine 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.
• If a repetitive mark occurs on the page at intervals of 
77.8 mm, the fuser may be damaged. Contact a service 
representative.
• If a repetitive mark occurs on the page at intervals of 47.1 
mm, the transfer roller may be damaged. Contact a service 
representative.
Background scatterBackground scatter results from bits of toner randomly 
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 the printer properties.
Misformed 
characters• If characters are improperly formed and producing hollow 
images, the paper stock may be too slick. Try a different 
paper. See “Paper Specifications” on page E.6.
• If characters are improperly formed and producing a wavy 
effect, the LSV may need service. For service, contact a 
service representative.
ConditionSuggested solutions
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							Troubleshooting9.24
Page skew• Ensure that the paper is loaded properly.
• Check the paper type and quality. See “Paper 
Specifications” on page E.6.
• Ensure that the paper or other material is loaded correctly 
and the guides are not too tight or too loose against the 
paper stack.
• Try feeding paper through a different paper supply.
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 “Paper 
Specifications” on page E.6.
• Turn over the stack of paper in the paper tray. Also try 
rotating the paper 180° in the tray.
• Try printing to the rear output slot.
Wrinkles or 
creases• Ensure that the paper is loaded properly.
• Check the paper type and quality. See “Paper 
Specifications” on page E.6.
• Turn over the stack of paper in the paper tray. Also try 
rotating the paper 180° in the tray.
• Try printing to the rear output slot.
Back of printouts 
are dirtyCheck for leaking toner. Clean the inside of the machine. See 
“Cleaning the Inside” on page 8.3.
Black pages• The toner cartridge may not be installed properly. Remove 
the cartridge and reinsert it.
• The toner cartridge may be defective and need replacing. 
Remove the toner cartridge and install a new one. See 
“Replacing the Toner Cartridge” on page 8.8.
• The machine may require repair. Contact a service 
representative.
ConditionSuggested solutions
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							Troubleshooting9.25
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Loose toner• Clean the inside of the machine. See “Cleaning the Inside” 
on page 8.3.
• Check the paper type and quality. See “Paper 
Specifications” on page E.6.
• Remove the toner cartridge and install a new one. See 
“Replacing the Toner Cartridge” on page 8.8.
• If the problem persists, the machine may require repair. 
Contact a service representative.
• Fuser may be defective.
Character VoidsCharacter voids are white areas within parts of characters 
that should be solid black:
• If you are using transparencies, try another type of 
transparency. Because of the composition of 
transparencies, some character voids are normal. 
• You may be printing on the wrong surface of the paper. 
Remove the paper and turn it around. 
• The paper may not meet paper specifications. See “Paper 
Specifications” on page E.6.
• Try a different paper type.
Horizontal stripesIf horizontally aligned black streaks or smears appear:
• The toner cartridge may be installed improperly. Remove 
the cartridge and reinsert it.
• The toner cartridge may be defective. Remove the toner 
cartridge and install a new one. See “Replacing the Toner 
Cartridge” on page 8.8.
• If the problem persists, the machine may require repair. 
Contact a service representative.
CurlIf the printed paper is curled or paper does not feed into the 
machine:
• Turn over the stack of paper in the input tray. Also try 
rotating the paper 180° in the input tray. 
• Try printing to the rear output slot.
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							Troubleshooting9.26
Copying Problems
ConditionSuggested solutions
Copies are too light or too 
dark.Use the Lighten/Darken button to darken or 
lighten the background of the copies.
Smears, lines, marks, or 
spots appears on copies.• If defects are on the original, press the 
Lighten/
Darken
 button to lighten the background of your 
copies.
• If no defects are on the original, clean the scan unit. 
See page 8.5.
Copy image is skewed. • Ensure that the original is face down on the 
document glass or face up in the ADF (Automatic 
Document Feeder).
• Check that the copy paper is loaded correctly.
Blank copies print out. Ensure that the original is face down on the document 
glass or face up in the ADF.
Image rubs off the copy 
easily.• Replace the paper in the paper tray with paper from 
a new package.
• In high humidity areas, do not leave paper in the 
machine for extended periods of time.
Frequent copy paper jams 
occur.• Fan  th e stack  of  pape r, t he n turn  i t ove r in  th e paper 
tray. Replace the paper in the tray with a fresh 
supply. Check/adjust the paper guides, if necessary.
• Ensure that the paper is the proper paper weight. 
75 g/m
2 (20 lb) bond paper is recommended.
• Check for copy paper or pieces of copy paper 
remaining in the machine after a paper jam has 
been cleared.
Toner cartridge produces 
fewer copies than expected 
before running out of toner.• Your originals may contain pictures, solids, or heavy 
lines. For example, your originals may be forms, 
newsletters, books, or other documents that use 
more toner. 
• The machine may be turned on and off frequently. 
• The document cover may be left open while copies 
are being made.
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							Troubleshooting9.27
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Scanning Problems
ConditionSuggested solutions
The scanner does not work but 
the copy function is ok.• Make sure that you place the document to be 
scanned face down on the document glass, or 
face up in the Automatic Document Feeder.
• There may not be enough available memory to 
hold the document you want to scan. Try the 
Prescan function to see if that works. Try 
lowering the scan resolution rate.
• Check that the USB or parallel cable is 
connected properly.
• Make sure that the USB or parallel cable is not 
defective. Switch the cable with a known good 
cable. If necessary, replace the cable.
• If you are using a parallel cable, ensure that it is 
compliant with IEEE 1284 standards.
• Check that the scanner is configured correctly. 
The unit scans very slowly. • Check if the machine is printing received data. 
If so, scan the document after the received data 
has been printed.
• Graphics are scanned more slowly than text.
• Communication speed slows in scan mode 
because of the large amount of memory 
required to analyze and reproduce the scanned 
image. Set your computer to the ECP printer 
mode through BIOS setting. It will help to 
increase the speed. For details about how to set 
BIOS, refer to your computer User’s Guide.
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							Troubleshooting9.28
Fax Problems 
Message appears on your 
computer screen:
• “Device cant be set to the H/W 
mode you want.”
• “Port is being used by another 
program.”
•“Port is Disabled.
• “Scanner is busy receiving or 
printing data. When the current 
job is completed, try again.”
• “Invalid handle.”
• “Scanning has failed.”• There may be a copying or printing job in 
progress. When that job is complete, try your 
job again.
• The Selected port is currently being used. 
Restart your computer and try again.
• The printer cable may be improperly connected 
or the power may be off. You must use a parallel 
cable that supports IEEE-1284 bi-directional 
communications.
• The scanner driver is not installed or the 
operating environment is not set up properly.
• Ensure that the machine is properly connected 
and the power is on, Then restart your 
computer.
• The USB cable may be improperly connected or 
the power may be off.
• Do not use parallel and USB cables at the same 
time.
ConditionSuggested solutions
The machine is not 
working, there is no 
display and the buttons 
are not working.• Unplug the power cord and plug it in again. 
• Ensure that there is power to the electrical outlet.
No dial tone sounds. • Check that the phone line is connected properly.
• Check that the phone socket in the wall is working by 
plugging in another phone.
The numbers stored in 
memory do not dial 
correctly.Make sure that the numbers are stored in memory 
correctly. Print a Phonebook list, referring to page 7.27.
The document does not 
feed into the machine.• Make sure that the document is not wrinkled and you 
are putting it in correctly. Check that the document is 
the right size, not too thick or thin. 
• Make sure that the ADF (Automatic Document Feeder) 
cover is firmly closed.
Faxes are not received 
automatically.• Fax mode should be selected. 
• Make sure that there is paper in the tray.
• Check to see if the display shows “Memory Full.”
ConditionSuggested solutions
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							Troubleshooting9.29
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The machine does not 
send.• Make sure that the document is loaded in the ADF or 
on the document glass. 
• “Sending” should show up on the display. 
• Check the fax machine you are sending to, to see if it 
can receive your fax.
The incoming fax has 
blank spaces or is of poor-
quality.• The fax machine sending you the fax may be faulty. 
• A noisy phone line can cause line errors. 
• Check your machine by making a copy. 
• The toner cartridge may be empty. Replace the toner 
cartridge, referring to page 8.8. 
Some of the words on an 
incoming fax are 
stretched.The fax machine sending you the fax had a temporary 
document jam. 
There are lines on the 
documents you send.Check your scanning glass for marks and clean it. See 
page 8.5.
The machine dials a 
number, but a connection 
with the other fax 
machine fails.• The other fax machine may be turned off, out of paper, 
or cannot answer incoming calls. Speak with the other 
machine operator and ask her/him to sort out the 
problem.
• Try another known, working fax number.
Documents are not stored 
in memory. There may not be enough memory to store the 
document. If the display shows a “Memory Full” 
message, delete from memory any documents you no 
longer need and then try again to store the document.
Blank areas appear at the 
bottom of each page or on 
other pages, with a small 
strip of text at the top.You may have chosen the wrong paper settings in the 
user option setting. For details about paper settings, see 
page 2.21.
ConditionSuggested solutions
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							Troubleshooting9.30
Common Linux Problems
ProblemPossible Cause and Solution
The machine doesn’t 
print• Check if the printer driver is installed in your system. Open 
MFP configurator and switch to the Printers tab in Printers 
configuration window to look at the list of available 
printers. Make sure that your machine is displayed on the 
list. If not, please, invoke Add new printer wizard to set up 
your device.
• Check if the printer is started. Open Printers configuration 
and select your machine on the printers list. Look at the 
description in the Selected printer pane. If its status 
contains “(stopped)” string, please, press the 
Start 
button. After that normal operation of the printer should be 
restored. The stopped status might be activated when 
some problems in printing occurred. For instance, this 
could be an attempt to print document when MFP port is 
claimed by a scanning application.
• Check if the MFP port is not busy. Since functional 
components of MFP (printer and scanner) share the same 
I/O interface (MFP port), the situation of simultaneous 
access of different “consumer” application to the same MFP 
port is possible. To avoid possible conflicts, only one of 
them at a time is allowed to gain control over the device. 
The other “consumer” will encounter “device busy” 
response. You should open MFP ports configuration and 
select the port assigned to your printer. In the Selected 
port pane you can see if the port is occupied by some other 
application. If this is the case, you should wait for 
completion of the current job or should press Release port 
button, if you are sure that the present owner is not 
functioning properly.
Check if your application has special print option such as 
“-oraw”. If “-oraw” is specified in the command line 
parameter then remove it to print properly. For Gimp 
front-end, select “print” -> “Setup printer” and edit 
command line parameter in the command item.
The machine does not 
appear on the scanners 
list• Check if your machine is attached to your computer. Make 
sure that it is connected properly via the USB port and is 
turned on.
• Check if the scanner driver for you machine is installed in 
your system. Open MFP Configurator, switch to Scanners 
configuration, then press 
Drivers. Make sure that driver 
with a name corresponding to your machines name is 
listed in the window.
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