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Lexmark MX6500e User's Guide - Page 367

Contacting customer support

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Troubleshooting 367 Action Yes Step 2 Go to step 3. Check if the scanner and printer are turned on and if Ready appears on the scanner display. No Turn on the printer, and then the scanner. Are the scanner and the printer turned on and does Ready appear on the scanner display? Step 3 Check if the network connection is working. Go to step 4. Contact your system support person. Is the network connection working? Step 4 Make sure the cable connections to the scanner and print server are secure. For more information, see the setup documentation that came with the scanner. Go to step 5. Tighten the cable connection. Are the cable connections to the scanner and print server secure? Step 5 Temporarily disable the Web proxy servers. Note: Proxy servers may block or restrict you from accessing certain Web sites including the Embedded Web Server. Go to step 6. Contact your system support person. Are the Web proxy servers disabled? Step 6 The problem is solved. Contact customer Access the Embedded Web Server again by typing the correct IP address support. in the address field. Did the Embedded Web Server open? Contacting customer support When you contact customer support, describe the problem you are experiencing, the printer control panel light sequence, 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 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.

Section	Page
Contents	2
Safety information	7
Learning about the scanner and printer	9
Finding information about the scanner	9
Selecting a location for the printer and the scanner	10
Printer configurations	11
Basic functions of the scanner	12
Understanding the ADF and scanner glass	12
Understanding the scanner control panel	14
Understanding the scanner control panel	14
Understanding the colors of the Sleep button and indicator lights	15
Understanding the scanner home screen	15
Using the touch-screen buttons	17
Setting up and using the home screen applications	19
Finding the IP address of the scanner	19
Finding the IP address of the computer	19
Accessing the Embedded Web Server	20
Customizing the home screen	20
Understanding the different applications	21
Activating the home screen applications	21
Finding information about the home screen applications	21
Setting up Forms and Favorites	22
Setting up Card Copy	22
Using MyShortcut	23
Setting up Multi Send	23
Setting up Scan to Network	24
Setting up Remote Operator Panel	25
Setting up ADF Card Copy	25
Setting up Scan to Sharepoint	26
Using Bar Code Discovery	27
Exporting and importing a configuration	28
Additional scanner and printer setup	29
Connecting the scanner and the printer	29
Installing a scanner communications card in the printer	29
Installing internal options in the scanner	34
Available internal options	34
Accessing the system board	34
Installing an Internal Solutions Port	38
Installing an optional card	45
Installing a memory card	47
Installing hardware options	49
Order of installation	49
Installing optional trays	50
Attaching cables	53
Setting up the scanner software	55
Installing the scanner software	55
Updating available options in the printer driver	56
Networking	57
Preparing to set up the scanner on an Ethernet network	57
Installing the scanner on an Ethernet network	57
Preparing to set up the scanner on a wireless network	59
Connecting the scanner using the Wireless Setup Wizard	60
Connecting the scanner to a wireless network using Wi-Fi Protected Setup	61
Connecting the scanner to a wireless network using the Embedded Web Server	62
Changing port settings after installing a new network Internal Solutions Port	62
Setting up serial printing	64
Verifying printer setup	65
Printing a menu settings page	65
Printing a network setup page	66
Loading paper and specialty media	67
Setting the paper size and type	67
Configuring Universal paper settings	67
Loading the 550-sheet tray	67
Loading the 2100-sheet tray	74
Loading the multipurpose feeder	81
Loading business cards into the ADF	85
Linking and unlinking trays	86
Linking and unlinking trays	86
Creating a custom name for a paper type	87
Assigning a custom paper type name	87
Paper and specialty media guidelines	88
Paper guidelines	88
Paper characteristics	88
Selecting paper	89
Selecting preprinted forms and letterhead	89
Using recycled paper and other office papers	89
Storing paper	90
Supported paper sizes, types, and weights	91
Supported paper sizes	91
Supported paper types and weights	94
Printing	97
Printing forms and documents	97
Printing forms	97
Printing a document	97
Adjusting toner darkness	97
Printing from a flash drive	98
Printing from a flash drive	98
Supported flash drives and file types	99
Using specialty media	100
Tips on using card stock	100
Tips on using envelopes	100
Tips on using labels	101
Tips on using letterhead	101
Tips on using transparencies	102
Printing confidential and other held jobs	102
Storing print jobs in the scanner	102
Printing confidential and other held jobs	103
Modifying confidential print settings	104
Printing information pages	104
Printing a font sample list	104
Printing a directory list	104
Canceling a print job	104
Canceling a print job from the scanner control panel	104
Canceling a print job from the computer	105
Copying	106
Making copies	106
Making a quick copy	106
Copying using the ADF	106
Copying using the scanner glass	107
Copying film photos	107
Copying on specialty media	107
Copying on transparencies	107
Copying on letterhead	108
Customizing copy settings	108
Copying to a different size	108
Making copies using paper from a selected tray	108
Copying different paper sizes	109
Copying on both sides of the paper (duplexing)	109
Reducing or enlarging copies	110
Adjusting copy quality	110
Collating copies	111
Placing separator sheets between copies	111
Copying multiple pages onto a single sheet	112
Creating a custom copy job	112
Placing information on copies	113
Placing a header or footer on pages	113
Placing an overlay message on each page	113
Canceling a copy job	114
Canceling a copy job while the original document is in the ADF	114
Canceling a copy job while copying pages using the scanner glass	114
Canceling a copy job while pages are being printed	114
Understanding the copy options	114
Copy from	114
Copy to	114
Scale	115
Darkness	115
Sides (Duplex)	115
Collate	115
Copies	115
Content	115
Save As Shortcut	116
Using the advanced options	116
E-mailing	117
Setting up the printer to e-mail	117
Setting up the e-mail function	117
Configuring e-mail settings	117
Creating an e-mail shortcut	118
Creating an e-mail shortcut using the Embedded Web Server	118
Creating an e-mail shortcut using the scanner control panel	118
E-mailing a document	119
Sending an e-mail using the touch screen	119
Sending an e-mail using a shortcut number	119
Sending an e-mail using the address book	119
Customizing e-mail settings	120
Adding e-mail subject and message information	120
Changing the output file type	120
Canceling an e-mail	121
Understanding the e-mail options	121
Recipient(s)	121
Subject	121
Message	121
File Name	121
Original Size	121
Resolution	121
Content	122
Save As Shortcut	122
Darkness	122
Send As	122
Page Setup	123
Scan Preview	123
Using the advanced options	123
Faxing	124
Setting up the scanner to fax	124
Initial fax setup	125
Choosing a fax connection	126
Scenario 1: Standard telephone line	126
Scenario 2: Digital Subscriber Line (DSL)	130
Scenario 3: VoIP telephone service	131
Scenario 4: Digital telephone service through a cable provider	132
Scenario 5: Countries or regions with different telephone wall jacks and plugs	133
Connecting to a distinctive ring service	137
Setting the outgoing fax or station name and number	137
Setting the date and time	137
Configuring the scanner to observe daylight saving time	138
Sending a fax	138
Sending a fax using the touch screen	138
Sending a fax using the computer	139
Sending a fax using shortcuts	139
Sending a fax using the address book	140
Sending a fax at a scheduled time	140
Creating shortcuts	141
Creating a fax destination shortcut using the Embedded Web Server	141
Creating a fax destination shortcut using the touch screen	141
Customizing fax settings	142
Changing the fax resolution	142
Making a fax lighter or darker	142
Viewing a fax log	142
Blocking junk faxes	142
Canceling an outgoing fax	143
Canceling a fax while the original documents are still scanning	143
Canceling a fax after the original documents have been scanned to memory	143
Holding and forwarding faxes	143
Holding faxes	143
Forwarding a fax	144
Understanding the fax options	144
Resolution	144
Darkness	145
Page Setup	145
Content	145
Delayed Send	145
Scan Preview	145
Using the advanced options	146
Scanning	147
Using Scan to Network	147
Scanning to an FTP address	147
Creating shortcuts	148
Creating an FTP shortcut using the Embedded Web Server	148
Creating an FTP shortcut using the scanner control panel	148
Scanning to an FTP address	148
Scanning to an FTP address using the scanner control panel	148
Scanning to an FTP address using a shortcut number	149
Scanning to an FTP using the address book	149
Scanning to a computer or to a flash drive	150
Scanning to a computer using the Embedded Web Server	150
Setting up Scan to Computer	151
Scanning to a flash drive	152
Understanding the scan options	152
FTP	152
File Name	152
Save As Shortcut	152
Original Size	152
Darkness	153
Resolution	153
Send As	153
Content	153
Page Setup	154
Scan Preview	154
Using the advanced options	154
Understanding printer menus	155
Menus list	155
Supplies menu	156
Paper menu	156
Default Source menu	156
Configure MP menu	156
Paper Size/Type menu	157
Substitute Size menu	160
Paper Texture menu	160
Paper Weight menu	162
Paper Loading menu	164
Custom Types menu	165
Custom Names menu	165
Custom Scan Sizes menu	166
Custom Bin Names menu	166
Universal Setup menu	167
Bin Setup menu	167
Reports menu	169
Reports menu	169
Network/Ports menu	170
Active NIC menu	170
Standard Network or Network [x] menu	170
Reports menu	172
Network Card menu	172
TCP/IP menu	173
IPv6 menu	174
Wireless menu	175
AppleTalk menu	176
Standard USB menu	176
Parallel [x] menu	178
Serial [x] menu	180
SMTP Setup menu	182
Security menu	183
Edit Security Setups menu	183
Miscellaneous Security Settings menu	184
Confidential Print menu	185
Erase Temporary Data Files menu	186
Security Audit Log menu	187
Set Date and Time menu	187
Settings menu	189
General Settings menu	189
Copy Settings menu	198
Fax Settings menu	203
Fax Mode (Analog Fax Setup) menu	203
E-mail Settings menu	211
FTP Settings menu	216
Flash Drive menu	220
Print Settings	225
Setup menu	225
Finishing menu	226
Quality menu	228
Job Accounting menu	229
Utilities menu	231
XPS menu	232
PDF menu	232
PostScript menu	232
PCL Emul menu	233
HTML menu	235
Image menu	236
Help menu	237
Saving money and the environment	238
Saving paper and toner	238
Using recycled paper	238
Conserving supplies	238
Saving energy	239
Using Eco-Mode	239
Reducing printer noise	239
Adjusting Sleep mode	240
Adjusting the brightness of the display	241
Recycling	241
Recycling Lexmark products	241
Recycling Lexmark packaging	242
Returning Lexmark cartridges for reuse or recycling	242
Securing the printer	243
Statement of Volatility	243
Erasing volatile memory	243
Erasing non-volatile memory	244
Erasing scanner hard disk memory	244
Configuring scanner hard disk encryption	245
Finding printer security information	246
Maintaining the scanner and the printer	247
Cleaning the printer	247
Cleaning the exterior of the scanner	247
Cleaning the scanner glass	248
Cleaning the ADF glass	248
Cleaning the ADF parts	249
Cleaning the touch screen	253
Emptying the hole punch box	254
Storing supplies	254
Checking the status of supplies	254
Checking the status of supplies from the scanner control panel	254
Checking the status of parts and supplies from the Embedded Web Server	255
Estimated number of remaining pages	255
Ordering supplies	255
Using genuine Lexmark parts and supplies	255
Ordering scanner supplies	255
Ordering a cleaning kit	255
Ordering a separator pad	256
Ordering printer supplies	256
Ordering toner cartridges	256
Ordering a maintenance kit	257
Ordering an imaging unit	258
Ordering staple cartridges	258
Replacing supplies	259
Replacing the separator pad	259
Replacing the toner cartridge	260
Replacing the imaging unit	262
Replacing a staple cartridge	265
Moving the scanner and the printer	266
Moving the scanner	266
Before moving the scanner	266
Moving the scanner to another location	267
Shipping the scanner	267
Moving the printer	268
Before moving the printer	268
Moving the printer to another location	269
Shipping the printer	269
Managing the scanner and the printer	270
Finding advanced networking and administrator information	270
Checking the virtual display	270
Setting up e-mail alerts	270
Viewing reports	270
Configuring supply notifications from the Embedded Web Server	271
Restoring factory default settings	272
Clearing jams	273
Avoiding jams	273
Understanding jam messages and locations	275
[x]-page jam, lift front cover to remove cartridge. [200–201]	278
[x]-page jam, open upper rear door. [202]	280
[x]-page jam, open upper and lower rear door. [231–234]	281
[x]-page jam, remove standard bin jam. [203]	283
[x]-page jam, remove tray 1 to clear duplex. [235–239]	283
[x]-page jam, open tray [x]. [24x]	285
[x]-page jam, clear manual feeder. [250]	286
[x]-page jam, remove paper, open mailbox rear door. Leave paper in bin. [41y.xx]	287
[x]-page jam, remove paper, open finisher rear door. Leave paper in bin. [451]	289
[x]-page jam, remove paper, open stapler door. Leave paper in bin. [455–457]	290
[x]-page jam, remove paper, open expander rear door. Leave paper in bin. [43y.xx]	294
[x]-page jam, open automatic feeder top cover [28y.xx]	295
Troubleshooting	296
The indicator light is blinking	296
Understanding printer messages	296
Cartridge, imaging unit mismatch [41.xy]	296
Cartridge low [88.xy]	296
Cartridge nearly low [88.xy]	297
Cartridge very low, [x] estimated pages remain [88.xy]	297
Change [paper source] to [custom string] load [orientation]	297
Change [paper source] to [custom type name] load [orientation]	297
Change [paper source] to [paper size] load [orientation]	297
Change [paper source] to [paper type] [paper size] load [orientation]	297
Check tray [x] connection	298
Close door or insert cartridge	298
Close finisher side door	298
Close flatbed cover and load originals if restarting job [2yy.xx]	298
Close front door	298
Close top access cover	299
Complex page, some data may not have printed [39]	299
Configuration change, some held jobs were not restored [57]	299
Defective flash detected [51]	299
Disk full [62]	299
Disk full, scan job canceled	299
Disk must be formatted for use in this device	300
Disk near full. Securely clearing disk space.	300
Empty the hole punch box	300
Error reading USB drive. Remove USB.	300
Error reading USB hub. Remove hub.	300
Fax memory full	300
Fax partition inoperative. Contact system administrator.	300
Fax server 'To Format' not set up. Contact system administrator.	300
Fax Station Name not set up. Contact system administrator.	301
Fax Station Number not set up. Contact system administrator.	301
Imaging unit low [84.xy]	301
Imaging unit nearly low [84.xy]	301
Imaging unit very low, [x] estimated pages remain [84.xy]	301
Incompatible output bin [x] [59]	301
Incompatible tray [x] [59]	301
Incorrect paper size, open [paper source] [34]	302
Insert hole punch box	302
Insert staple cartridge	302
Insert Tray [x]	302
Install bin [x]	302
Install Tray [x]	303
Insufficient memory for Flash Memory Defragment operation [37]	303
Insufficient memory to collate job [37]	303
Insufficient memory to support Resource Save feature [35]	303
Insufficient memory, some Held Jobs were deleted [37]	303
Insufficient memory, some held jobs will not be restored [37]	303
Load [paper source] with [paper type] [paper size] [paper orientation]	304
Load [paper source] with [custom string] [paper orientation]	304
Load [paper source] with [custom type name] [paper orientation]	304
Load [paper source] with [paper size] [paper orientation]	304
Load Manual Feeder with [custom string] [paper orientation]	305
Load Manual Feeder with [paper type] [paper size] [paper orientation]	305
Load Manual Feeder with [custom type name] [paper orientation]	305
Load Manual Feeder with [paper size] [paper orientation]	305
Load staples	305
Maintenance kit low [80.xy]	306
Maintenance kit nearly low [80.xy]	306
Maintenance kit very low, [x] estimated pages remain [80.xy]	306
Memory full [38]	306
Memory full, cannot send faxes	306
No analog phone line connected to modem, fax is disabled.	306
Network [x] software error [54]	306
Non-Lexmark [supply type], see User’s Guide [33.xy]	307
Not enough free space in flash memory for resources [52]	307
Paper changes needed	307
Parallel port [x] disabled [56]	307
Printer had to restart. Last job may be incomplete.	308
Reattach bin [x]	308
Reattach bins [x] – [y]	308
Reinstall missing or unresponsive cartridge [31.xy]	309
Reinstall missing or unresponsive fuser [31.xy]	309
Reinstall missing or unresponsive imaging unit [31.xy]	309
Remove defective disk [61]	309
Remove packaging material, [area name]	309
Remove paper from all bins	309
Remove paper from bin [x]	310
Remove paper from [linked set bin name]	310
Remove paper from standard output bin	310
Replace all originals if restarting job.	310
Replace cartridge, 0 estimated pages remain [88.xy]	310
Replace cartridge, printer region mismatch [42.xy]	310
Replace imaging unit, 0 estimated pages remain [84.xy]	311
Replace jammed originals if restarting job.	311
Replace last scanned page and jammed originals if restarting job.	311
Replace maintenance kit, 0 estimated pages remain [80.xy]	311
Replace missing fuser [31.xy]	312
Replace roller kit [81.xy]	312
Replace separator pad	312
Replace unsupported cartridge [32.xy]	312
Replace unsupported fuser [32.xy]	312
Replace unsupported imaging unit [32.xy]	312
Replace wiper	312
Restore held jobs?	313
Scan document too long	313
Scanner automatic feeder cover open	313
Scanner disabled by admin [840.01]	313
Scanner disabled. Contact system administrator if problem persists. [840.02]	313
Scanner jam, remove all originals from the scanner [2yy.xx]	313
Scanner jam, remove jammed originals from the scanner [2yy.xx]	313
Scanner locked, release lock under scanner	314
Scanner maintenance required soon, use ADF Kit [80]	314
Serial option [x] error [54]	314
Serial port [x] disabled [56]	314
Some held jobs were not restored	314
Standard network software error [54]	315
Standard USB port disabled [56]	315
Supply needed to complete job	315
Too many bins attached [58]	315
Too many disks installed [58]	315
Too many flash options installed [58]	316
Too many trays attached [58]	316
Tray [x] paper size unsupported	316
Unformatted flash detected [53]	316
Unsupported camera mode, unplug camera and change mode	316
Unsupported disk	316
Unsupported option in slot [x] [55]	316
USB port [x] disabled [56]	317
Weblink server not set up. Contact system administrator.	317
Solving printer problems	317
Basic printer problems	317
The printer is not responding	317