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Lexmark MS510 User's Guide - Page 233

Contacting customer support

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Troubleshooting 233 Contacting customer support When you contact customer support, describe the problem you are experiencing, the message on the printer display, and the troubleshooting steps you have already taken to find a solution. You need to know your printer model type and serial number. For more information, see the label on the inside top front cover or at the back of the printer. The serial number is also listed on the menu settings page. Lexmark has various ways to help you solve your printing problem. Visit the Lexmark Web site at http://support.lexmark.com, and then select one of the following: Tech Library You can browse our library of manuals, support documentation, drivers, and other downloads to help you solve common problems. E-mail You can send an e-mail to the Lexmark team, describing your problem. A service representative will respond and provide you with information to solve your problem. Live chat You can chat directly with a service representative. They can work with you to solve your printer problem or provide assistance through Assisted Service where the service representative can remotely connect to your computer through the Internet to troubleshoot problems, install updates, or complete other tasks to help you successfully use your Lexmark product. Telephone support is also available. In the U.S. or Canada, call 1-800-539-6275. For other countries or regions, visit the Lexmark Web site at http://support.lexmark.com.

Section	Page
Contents	2
Safety information	6
Overview	8
Using this guide	8
Finding information about the printer	8
Selecting a location for the printer	10
Additional printer setup	12
Installing internal options	12
Available internal options	12
Accessing the controller board	12
Installing an optional card	13
Installing a memory card	14
Installing an Internal Solutions Port	16
Installing a printer hard disk	22
Removing a printer hard disk	25
Installing hardware options	26
Installing optional trays	26
Setting up the printer software	28
Installing the printer software	28
Updating available options in the printer driver	28
Networking	29
Preparing to set up the printer on an Ethernet network	29
Installing the printer on an Ethernet network	30
Preparing to set up the printer on a wireless network	31
Connecting the printer using the Wireless Setup Wizard	32
Connecting the printer to a wireless network using the Wi-Fi Protected Setup	32
Connecting the printer to a wireless network using the Embedded Web Server	33
Verifying printer setup	34
Using MS510dn and MS610dn	35
Learning about the printer	35
Printer configurations	35
Using the printer control panel	36
Understanding the colors of the indicator and Sleep button lights	37
Attaching cables	38
Accessing the controller board	39
Loading paper and specialty media	40
Setting the paper size and type	40
Configuring Universal paper settings	40
Using the standard bin and paper stop	40
Loading trays	41
Loading the multipurpose feeder	45
Linking and unlinking trays	48
Linking and unlinking trays	48
Creating a custom name for a paper type	49
Assigning a custom paper type	49
Printing	50
Printing a document	50
Printing a document	50
Adjusting toner darkness	51
Printing from a flash drive	52
Printing from a flash drive	52
Supported flash drives and file types	53
Printing confidential and other held jobs	54
Storing print jobs in the printer	54
Printing confidential and other held jobs	54
Printing information pages	55
Printing a font sample list	55
Printing a directory list	55
Canceling a print job	56
Canceling a print job from the printer control panel	56
Canceling a print job from the computer	56
Managing the printer	56
Finding advanced networking and administrator information	56
Checking the virtual display	56
Configuring supply notifications from the Embedded Web Server	57
Modifying confidential print settings	57
Copying printer settings to other printers	58
Creating a printer control panel PIN	58
Printing a menu settings page	59
Printing a network setup page	59
Checking the status of parts and supplies	59
Checking the status of parts and supplies on the printer control panel	59
Checking the status of parts and supplies from the Embedded Web Server	60
Saving energy	60
Using Eco-mode	60
Reducing printer noise	60
Adjusting Sleep mode	61
Using Hibernate mode	62
Setting Hibernate Timeout	62
Using Schedule Power Modes	63
Adjusting the brightness of the printer display	63
Restoring factory default settings	64
Securing the printer	64
Using the security lock feature	64
Statement of Volatility	65
Erasing volatile memory	65
Erasing non-volatile memory	65
Finding printer security information	66
Using MS610de	67
Learning about the printer	67
Printer configurations	67
Using the printer control panel	68
Understanding the colors of the indicator and Sleep button lights	68
Understanding the home screen	69
Using the touch-screen buttons	70
Attaching cables	71
Accessing the controller board	73
Setting up and using the home screen applications	75
Accessing the Embedded Web Server	75
Customizing the home screen	75
Activating the home screen applications	75
Finding information about the home screen applications	75
Using Background and Idle Screen	76
Setting up Forms and Favorites	76
Understanding Eco-Settings	77
Setting up Remote Operator Panel	77
Exporting and importing a configuration	77
Loading paper and specialty media	78
Setting the paper size and type	78
Configuring Universal paper settings	78
Using the standard bin and paper stop	78
Loading trays	79
Loading the multipurpose feeder	83
Linking and unlinking trays	86
Linking and unlinking trays	86
Creating a custom name for a paper type	87
Assigning a custom paper type	87
Printing	88
Printing forms	88
Printing a document	88
Printing a document	88
Adjusting toner darkness	89
Printing from a flash drive	90
Printing from a flash drive	90
Supported flash drives and file types	91
Printing confidential and other held jobs	91
Storing print jobs in the printer	91
Printing confidential and other held jobs	92
Printing information pages	93
Printing a font sample list	93
Printing a directory list	93
Canceling a print job	93
Canceling a print job from the printer control panel	93
Canceling a print job from the computer	94
Managing the printer	94
Setting up serial printing	94
Changing port settings after installing a new network Internal Solutions Port	95
Finding advanced networking and administrator information	97
Checking the virtual display	97
Configuring supply notifications from the Embedded Web Server	97
Modifying confidential print settings	98
Copying printer settings to other printers	98
Creating a printer control panel PIN	99
Printing a menu settings page	99
Printing a network setup page	99
Checking the status of parts and supplies	100
Checking the status of parts and supplies on the printer control panel	100
Checking the status of parts and supplies from the Embedded Web Server	100
Saving energy	100
Using Eco-Mode	100
Reducing printer noise	101
Adjusting Sleep mode	101
Using Hibernate mode	102
Setting Hibernate Timeout	103
Using Schedule Power Modes	103
Adjusting the brightness of the display	104
Restoring factory default settings	104
Securing the printer	105
Using the security lock feature	105
Statement of Volatility	105
Erasing volatile memory	106
Erasing non-volatile memory	106
Erasing printer hard disk memory	106
Configuring printer hard disk encryption	107
Finding printer security information	108
Paper and specialty media guide	109
Using specialty media	109
Tips on using card stock	109
Tips on using envelopes	109
Tips on using labels	110
Tips on using letterhead	110
Tips on using transparencies	110
Paper guidelines	111
Paper characteristics	111
Unacceptable paper	112
Selecting paper	112
Selecting preprinted forms and letterhead	112
Using recycled paper and other office papers	113
Storing paper	113
Supported paper sizes, types, and weights	114
Supported paper sizes	114
Supported paper types and weights	115
Understanding the printer menus	117
Menus list	117
Paper menu	118
Default Source menu	118
Paper Size/Type menu	118
Configure MP menu	121
Substitute Size menu	121
Paper Texture menu	121
Paper Weight menu	123
Paper Loading menu	124
Custom Types menu	125
Custom Names menu	125
Universal Setup menu	126
Reports menu	126
Reports menu	126
Network/Ports menu	127
Active NIC menu	127
Standard Network or Network [x] menus	127
Reports menu	129
Network Card menu	129
TCP/IP menu	130
IPv6 menu	131
Wireless menu	132
AppleTalk menu	132
Standard USB menu	133
Parallel [x] menu	134
SMTP Setup menu	137
Security menu	138
Miscellaneous Security Settings menu	138
Confidential Print menu	138
Security Audit Log menu	139
Disk Wiping menu	140
Set Date and Time menu	140
Settings menu	142
General Settings	142
General Settings menu	142
Flash Drive	150
Flash Drive menu	150
Print Settings	152
Setup menu	152
Finishing menu	154
Quality menu	155
Job Accounting menu	156
Utilities menu	157
XPS menu	158
PDF menu	158
PostScript menu	159
PCL Emul menu	159
HTML menu	162
Image menu	163
Help menu	163
Saving money and the environment	165
Saving paper and toner	165
Using recycled paper	165
Conserving supplies	165
Recycling	166
Recycling Lexmark products	166
Recycling Lexmark packaging	166
Returning Lexmark cartridges for reuse or recycling	166
Maintaining the printer	167
Cleaning the printer	167
Cleaning the printer	167
Ordering parts and supplies	167
Using genuine Lexmark parts and supplies	167
Ordering toner cartridges	168
Ordering an imaging unit	169
Ordering a maintenance kit	169
Estimated number of remaining pages	170
Storing supplies	170
Replacing supplies	170
Replacing the toner cartridge	170
Replacing the imaging unit	172
Moving the printer	174
Before moving the printer	174
Moving the printer to another location	175
Shipping the printer	175
Clearing jams	176
Avoiding jams	176
Understanding jam messages and locations	177
[x]-page jam, open front door. [20y.xx]	179
[x]-page jam, open rear door. [20y.xx]	182
[x]-page jam, clear standard bin. [20y.xx]	183
[x]-page jam, remove tray 1 to clear duplex. [23y.xx]	184
[x]-page jam, open tray [x]. [24y.xx]	185
[x]-page jam, clear manual feeder. [25y.xx]	186
Troubleshooting	188
Understanding the printer messages	188
Cartridge, imaging unit mismatch [41.xy]	188
Cartridge low [88.xy]	188
Cartridge nearly low [88.xy]	188
Cartridge very low, [x] estimated pages remain [88.xy]	188
Change [paper source] to [custom type name] load [orientation]	188
Change [paper source] to [custom string] load [paper orientation]	189
Change [paper source] to [paper size] load [orientation]	189
Change [paper source] to [paper type] [paper size] load [orientation]	189
Close front door	189
Complex page, some data may not have printed [39]	189
Configuration change, some held jobs were not restored [57]	189
Defective flash detected [51]	190
Error reading USB drive. Remove USB.	190
Error reading USB hub. Remove hub.	190
Imaging unit low [84.xy]	190
Imaging unit nearly low [84.xy]	190
Imaging unit very low, [x] estimated pages remain [84.xy]	190
Incorrect paper size, open [paper source] [34]	191
Insert Tray [x]	191
Insufficient memory to support Resource Save feature [35]	191
Insufficient memory to collate job [37]	191
Insufficient memory for Flash Memory Defragment operation [37]	191
Insufficient memory, some Held Jobs were deleted [37]	191
Insufficient memory, some held jobs will not be restored [37]	192
Load [paper source] with [custom string] [paper orientation]	192
Load [paper source] with [custom type name] [paper orientation]	192
Load [paper source] with [paper size] [paper orientation]	192
Load [paper source] with [paper type] [paper size] [paper orientation]	193
Load manual feeder with [custom type name] [paper orientation]	193
Load manual feeder with [custom string] [paper orientation]	193
Load manual feeder with [paper size] [paper orientation]	193
Load manual feeder with [paper type] [paper size] [paper orientation]	194
Maintenance kit low [80.xy]	194
Maintenance kit nearly low [80.xy]	194
Maintenance kit very low, [x] estimated pages remain [80.xy]	194
Memory full [38]	194
Network [x] software error [54]	194
Non-Lexmark [supply type], see User’s Guide [33.xy]	195
Not enough free space in flash memory for resources [52]	195
Printer had to restart. Last job may be incomplete.	195
Reinstall missing or unresponsive cartridge [31.xy]	196
Reinstall missing or unresponsive imaging unit [31.xy]	196
Remove paper from standard output bin	196
Replace cartridge, 0 estimated pages remain [88.xy]	196
Replace cartridge, printer region mismatch [42.xy]	196
Replace imaging unit, 0 estimated pages remain [84.xy]	197
Replace maintenance kit, 0 estimated pages remain [80.xy]	197
Replace unsupported cartridge [32.xy]	197
Replace unsupported imaging unit [32.xy]	197
Serial option [x] error [54]	197
SMTP server not set up. Contact system administrator.	198
Standard network software error [54]	198
Standard parallel port disabled [56]	198
Standard USB port disabled [56]	198
Too many flash options installed [58]	198
Too many trays attached [58]	199
Unformatted flash detected [53]	199
Unsupported option in slot [x] [55]	199
Weblink server not set up. Contact system administrator.	199
Solving printer problems	199
Basic printer problems	200
The printer is not responding	200
Printer display is blank	201
Option problems	202
Cannot detect internal option	202
Tray problems	203
Internal Solutions Port does not operate correctly	204
USB/parallel interface card does not operate correctly	204
Paper feed problems	205
Paper frequently jams	205
Paper jam message remains after jam is cleared	205
Jammed pages are not reprinted	206
Solving print problems	206
Printing problems	206
Multiple-language PDF files do not print	206
Error message about reading the flash drive appears	207
Print jobs do not print	207
Confidential and other held jobs do not print	209
Print job takes longer than expected	210
Job prints from the wrong tray or on the wrong paper	210
Incorrect characters print	211
Tray linking does not work	211
Large jobs do not collate	212
Unexpected page breaks occur	212
Print quality problems	213
Characters have jagged or uneven edges	213
Clipped pages or images	213
Shadow images appear on prints	214
Gray background on prints	215
Incorrect margins on prints	216
Paper curl	217
Print irregularities	218
Repeating defects appear on prints	219
Print is too dark	219
Print is too light	221
Printer is printing blank pages	222
Skewed print	223
Printer is printing solid black pages	224
Transparency print quality is poor	224
Streaked horizontal lines appear on prints	225
Streaked vertical lines appear on prints	226
Horizontal voids appear on prints	227
Vertical voids appear on prints	228
Toner specks appear on prints	229
Toner fog or background shading appears on prints	229
Toner rubs off	229
Uneven print density	230
Solving home screen applications problems	231
An application error has occurred	231
Embedded Web Server does not open	231
Contacting customer support	233
Notices	234
Product information	234
Edition notice	234
GOVERNMENT END USERS	235
Trademarks	235
Federal Communications Commission (FCC) compliance information statement	236
Modular component notice	236
Licensing notices	237
Noise emission levels	237
Waste from Electrical and Electronic Equipment (WEEE) directive	237
Product disposal	237
Taiwan waste dry cell batteries recycle logo notice	237
Static sensitivity notice	238
ENERGY STAR	238
Temperature information	238
Laser notice	238
Laser advisory label	239
Power consumption	239
Product power consumption	239
Sleep Mode	240
Hibernate Mode	240
Off mode	240
Total energy usage	240
European Community (EC) directives conformity	241
Regulatory notices for wireless products	241
Exposure to radio frequency radiation	241
Industry Canada (Canada)	241
Notice to users in the European Union	242
STATEMENT OF LIMITED WARRANTY FOR LEXMARK LASER PRINTERS, LEXMARK LED PRINTERS, AND LEXMARK MULTIFUN ...	244
Patent acknowledgment	246

Match case Limit results 1 per page

Contacting customer support

When you contact customer support, describe the problem you are experiencing, the message on the printer display,

and the troubleshooting steps you have already taken to find a solution.

You need to know your printer model type and serial number. For more information, see the label on the inside top

front cover or at the back of the printer. The serial number is also listed on the menu settings page.

Lexmark has various ways to help you solve your printing problem. Visit the Lexmark Web site at

http://support.lexmark.com

, and then select one of the following:

Tech Library

You can browse our library of manuals, support documentation, drivers, and other downloads to help you

solve common problems.

E-mail

You can send an e-mail to the Lexmark team, describing your problem. A service representative will respond

and provide you with information to solve your problem.

Live chat

You can chat directly with a service representative. They can work with you to solve your printer problem or

provide assistance through Assisted Service where the service representative can remotely connect to your

computer through the Internet to troubleshoot problems, install updates, or complete other tasks to help

you successfully use your Lexmark product.

Telephone support is also available. In the U.S. or Canada, call 1-800-539-6275. For other countries or regions, visit the

Lexmark Web site at

http://support.lexmark.com

Troubleshooting

233