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Lexmark Pro915 User's Guide - Page 131

Troubleshooting, Before you troubleshoot, If Troubleshooting does not solve your problem, Setup - firmware update

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Troubleshooting 131 Troubleshooting Before you troubleshoot Use this checklist to solve most printer problems: • Make sure the power cord is plugged into the printer and into a properly grounded, working electrical outlet. • Make sure the printer is turned on. • Make sure the printer is securely connected to the computer, print server, or network access point. • Check the printer for error messages, and resolve any errors. • Check for paper jam messages, and clear any jams. • Check the ink cartridges, and install new cartridges if necessary. • Turn the printer off, wait about 10 seconds, and then turn the printer back on. Note: Make sure the printer is not in Sleep mode. Press and hold for three seconds to turn off the printer. If Troubleshooting does not solve your problem Visit our Web site at http://support.lexmark.com to find the following: • Knowledgebase articles with the latest information and troubleshooting for your printer • Live online customer support • Contact numbers for telephone customer support • Firmware and software updates Setup troubleshooting • "Incorrect language appears on the display" on page 132 • "Software did not install" on page 132 • "Print job does not print or is missing pages" on page 133 • "Printer is printing blank pages" on page 134 • "Printer is busy or does not respond" on page 134 • "Cannot delete documents from the print queue" on page 135 • "Cannot print through USB" on page 135

Section	Page
Contents	2
Safety information	6
About your printer	7
Thank you for choosing this printer!	7
Minimizing your printer's environmental impact	7
Finding information about the printer	8
Understanding the parts of the printer	10
Ordering and replacing supplies	13
Ordering ink cartridges	13
Using genuine Lexmark ink cartridges	14
Replacing ink cartridges	14
Ordering paper and other supplies	15
Recycling Lexmark products	16
Using the printer control panel buttons and menus	17
Using the printer control panel	17
Understanding the home screen	18
Navigating menus using the touch screen	19
Changing the Sleep timeout	20
Saving paper and energy	21
Restoring factory default settings	21
Using the printer software	22
Minimum system requirements	22
Using the Windows printer software	22
Using the Macintosh printer software	24
Finding and installing optional software	25
Updating the printer software	26
Downloading PCL and PS drivers (Windows only)	26
Reinstalling the printer software	26
Uninstalling the printer software	26
Installing the printer software	27
Loading paper and original documents	28
Loading the paper tray	28
Loading envelopes or photo paper	30
Loading various paper types	33
Saving paper settings	36
Loading original documents on the scanner glass	36
Loading original documents into the ADF	37
Linking trays	37
Printing	38
Tips for printing	38
Printing basic documents	38
Printing a document	38
Collating printed copies	39
Changing the print order of pages	39
Printing multiple pages on one sheet	40
Printing documents from a memory card or flash drive	41
Printing specialty documents	41
Printing envelopes	41
Printing on labels	42
Printing on custom-size paper	43
Working with photos	44
Using a memory card or flash drive with the printer	44
Supported memory cards and file types	45
Printing photos using the printer control panel	45
Printing photos from a PictBridge-enabled digital camera	46
Printing on both sides of the paper (duplexing)	47
Printing on both sides of the paper (duplexing) automatically	47
Setting the duplex printing dry time	48
Managing print jobs	49
Finding the print queue for your printer	49
Setting your printer as the default printer	50
Changing the default printing mode	51
Pausing print jobs	51
Resuming print jobs	52
Canceling print jobs	52
Printing from a mobile device	53
What is LexPrint?	53
Supported printers	53
Copying	54
Tips for copying	54
Making copies	54
Copying an ID card	55
Enlarging or reducing images	55
Adjusting copy quality	55
Making a copy lighter or darker	55
Collating copies using the printer control panel	56
Placing separator sheets between copies	56
Copying multiple pages on one sheet	56
Placing an overlay message on each page	57
Removing the background of a copy	57
Making a duplex copy	57
Making a two-sided (duplex) copy automatically	57
Making a duplex copy manually	58
Canceling copy jobs	58
Scanning	59
Tips for scanning	59
Scanning to a local computer	59
Scanning to a network computer	60
Scanning to a flash drive or memory card	60
Scanning photos for editing	61
Scanning documents for editing	62
Scanning directly to e-mail using the printer software	63
Scanning to a PDF	63
Scanning FAQ	64
How can I improve the quality of a scan?	64
How do I scan in black and white?	64
Why am I being asked for a PIN?	65
Canceling scan jobs	65
E-mailing	66
Setting up the printer to e-mail	66
Setting up the e-mail function	66
Changing the e-mail settings after setup	66
Creating an e-mail contact list	67
Creating an e-mail contact list using the printer control panel	67
Creating an e-mail contact list using the computer	68
Sending e-mail	69
Tips for e-mailing	69
Scanning a document or photo to e-mail	70
Canceling an e-mail	70
Faxing	71
Setting up the printer to fax	71
Scenario 1: Standard telephone line	71
Scenario 2: Digital Subscriber Line (DSL)	74
Scenario 3: VoIP telephone service	75
Scenario 4: Digital telephone service through a cable provider	76
Scenario 5: Country- or region-specific setup	77
Entering your user information	81
Configuring the fax settings	82
Configuring fax settings using the printer control panel	82
Configuring fax settings using the fax software	83
Creating a contact list	84
Creating a contact list using the printer control panel	84
Creating a contact list using the fax software	84
Sending faxes	85
Tips for sending faxes	86
Sending faxes using the printer control panel	86
Sending faxes using the computer	86
Receiving faxes	87
Tips for receiving faxes	87
Receiving faxes automatically	87
Receiving faxes manually	88
Faxing FAQ	88
If I skipped the fax setup initially, do I need to run the installer again to set up the fax?	88
What is a splitter and what type of splitter should I use?	89
What is my fax number?	89
What is my dialing prefix?	89
When do I need to set Auto Answer to On?	89
How many rings should I set?	90
How do I set the distinctive ring for the printer?	90
How can I check the dial tone?	90
How do I adjust the speaker volume on the printer?	91
How can I make sure that fax calls go to the printer and voice calls go to the answering machine?	91
What settings work best with voice mail service?	91
How do I change the resolution of the documents that I fax?	91
How do I send a fax at a scheduled time?	92
How do I send a fax using a phone calling card?	92
How do I know that the fax was sent successfully?	92
How do I view the fax history of the printer?	93
How do I print a fax on both sides of the paper?	93
How do I forward a fax?	93
How do I block faxes?	93
Can I retrieve failed faxes?	94
Networking	95
Installing the printer on a wireless network	95
Wireless network compatibility	95
Supported network security options	95
Printing a network setup page	96
Information you will need during wireless setup	96
Information you will need during advanced wireless setup	97
Installing the printer on a wireless network	98
Installing the printer on other computers	99
Determining the printer status using the network indicators	100
Special wireless installation instructions	101
Assigning a static IP address	102
Changing wireless settings after installation	102
Advanced wireless setup	103
Adding a printer to an existing ad hoc wireless network	103
Configuring Wi-Fi Protected Setup manually	104
Use the Push Button Configuration (PBC) method	104
Use the Personal Identification Number (PIN) method	104
Configuring security	104
Configuring 802.1X Authentication	105
Installing the printer on an Ethernet network	105
Information you will need to set up the printer on an Ethernet network	105
Installing the printer on an Ethernet network	106
Performing network management tasks	106
Switching between USB, Ethernet, and wireless connections (Windows only)	106
Switching between USB, Ethernet, and wireless connections (Macintosh only)	108
Sharing a printer in a Windows environment	110
Sharing a printer in a Macintosh environment	111
Networking FAQ	112
What is Wi-Fi Protected Setup?	112
Where do I find my WEP key or WPA/WPA2 preshared key/passphrase?	112
What is an SSID?	113
Where do I find my SSID?	113
What is a network?	113
How do I find out what type of security my network is using?	113
How are home networks configured?	114
What is a USB cable?	116
Why do I need a USB cable?	116
How do I attach the USB cable?	116
How are infrastructure and ad hoc networks different?	117
Finding the signal strength	118
How can I improve wireless signal strength?	119
Check the wireless signal quality	119
Move the printer closer to the access point	119
Remove obstacles between the access point and the printer	119
Remove sources of interference	119
Arrange the network to reduce signal absorption	120
How can I make sure my computer and printer are connected to the same wireless network?	120
Can I use my printer on a USB and a network connection at the same time?	121
What is a MAC address?	122
How do I find the MAC address?	122
What is an IP address?	123
What is TCP/IP?	123
How do I locate IP addresses?	123
How are IP addresses assigned?	124
What is a key index?	124
What is the difference between Guided and Advanced setup?	124
Using SmartSolutions	125
What are SmartSolutions?	125
Creating and customizing printer solutions	125
Maintaining the printer	127
Maintaining ink cartridges	127
Checking ink levels	127
Aligning the printhead	127
Cleaning the printhead nozzles	128
Cleaning the exterior of the printer	128
Cleaning the scanner glass	129
Cleaning the touch screen	129
Moving the printer to another location	130
Troubleshooting	131
Before you troubleshoot	131
If Troubleshooting does not solve your problem	131
Setup troubleshooting	131
Incorrect language appears on the display	132
Change the language using the printer menus	132
Software did not install	132
Make sure that your computer meets the minimum system requirements	132
Temporarily disable security programs in Windows before installing the software	132
Check the USB connection	132
Reconnect the printer power supply	132
Print job does not print or is missing pages	133
Make sure the ink cartridges are inserted correctly	133
Select your printer from the Print dialog before sending the print job	133
Make sure the print job is not paused	133
Make sure your printer is set as the default printer	133
Reconnect the printer power supply	133
Remove and reconnect the USB cable connected to your printer	133
Check the USB connection	133
Remove and reinstall the printer software	134
Printer is printing blank pages	134
Replace the ink cartridges	134
Clean the printhead nozzles	134
Align the printhead	134
Printer is busy or does not respond	134
Make sure the printer is not in Sleep mode	134
Reconnect the printer power supply	135
Cannot delete documents from the print queue	135
Restart the computer and try again	135
Remove and reconnect the USB cable connected to your printer	135
Cannot print through USB	135
Check the USB connection	135
Make sure the USB port is enabled in Windows	135
Remove and reinstall the printer software	136
Understanding printer messages	136
Alignment Problem	136
Cannot Collate Job	136
Change [Paper Source] to [Size] Paper	136
Change [Paper Source] to [Size] [Type] Paper	137
Close Printer	137
Communication Error	137
Default E-mail Message	137
Duplex Unit Missing	138
E-mail Server Not Specified	138
E-mail Transmission Error	138
Ink Cartridge Error	138
Ink Cartridge Missing	139
Ink Cartridge Unsupported	139
Ink Low	139
Load [Paper Source] with [Size] Paper	139
Load [Paper Source] with [Size] [Type] Paper	140
Memory Device Error	140
Network [x] Software Error	140
No E-mail Address	140
Out of Paper in Tray [x]	140
Paper Tray [x] Detected	140
Paper Tray [x] Removed	141
Printer Memory Full	141
Printhead Cannot Move	141
Printhead Error	141
Printhead Missing	142
Printhead Unsupported	143
Printhead Warning	144
Proxy Error	144
Replace Ink Cartridge	145
Scanner ADF Cover Open	145
Scanner Disabled	145
Security Certificate Error	145
Short Paper	145
SmartSolutions Update Failed	145
Standard Network Software Error	146
Unable to Retrieve the Solution	146
Unrecoverable Scan Error	146
USB Device Not Supported	146
USB Hub Not Supported	146
Clearing paper jams	146
Paper jam in the printer	146
Paper jam in the exit tray	149
Paper jam in the duplex unit	149
Paper jam in the ADF (select models only)	150
Paper or specialty media misfeeds	152
Check paper condition	152
Check paper loading	152
Remove each page as it is printed	152
Adjust the paper guides to fit the loaded paper	152
Print troubleshooting	153
Poor quality at the edges of the page	153
Check minimum print settings	153
Select the Borderless print feature	153
Streaks or lines on printed image	154
Check the ink levels	154
Select a higher print quality from the printer software	154
Make sure the ink cartridges are properly installed	154
Align the printhead	154
Clean or Deep Clean the printhead nozzles	154
Print speed is slow	154
Select a lower print quality from the printer software	154
Manually select a paper type that matches the type of paper you are using	154
Remove and reinstall the printer software	154
Maximize computer processing speed	154
Add memory to the computer	154
Computer slows down when printing	155
Check the USB connection between the printer and computer	155
Refresh your network connections	155
Close all applications not in use	155
Check your computer performance	155
Copy and scan troubleshooting	155
Copier or scanner does not respond	155
Set your printer as the default printer	155
Remove and reinstall the printer software	155
Scanner unit does not close	156
Poor copy or scanned image quality	156
Clean the scanner glass	156
Adjust the scan quality	156
Review the tips for copying, scanning, and improving print quality	156
Use a clearer version of the original document or image	156
Make sure the document or photo is loaded facedown on the scanner glass and in the correct corner	156
Partial copies or scans of documents or photos	156
Make sure the document or photo is loaded facedown on the scanner glass and in the placement corner	156
Select a paper size that matches the loaded paper	156
Make sure the Original Size setting matches the size of the document you are scanning	156
Scan was not successful	156
Check the USB connection	156
Restart the computer	157
Scanning takes too long or freezes the computer	157
Close other software programs that are not being used	157
Restart the computer	157
Cannot scan to a computer over a network	157
Make sure the printer and the destination computer are connected to the same network	157
Make sure the printer software is installed on the destination computer	157
E-mail troubleshooting	157
Cannot send e-mail	157
Check your e-mail configuration settings	157
Check your network connection	157
Check your proxy configuration	157
Make sure to enter a valid recipient e-mail address	158
Make sure the recipient mailbox is not full	158
Cannot attach files	158
Select a supported file type (JPEG or PDF)	158
Make sure the file size is not too large	158
Fax troubleshooting	158
Fax troubleshooting checklist	158
Cannot send faxes	159
Make sure to enter your user information in the printer	159
Reduce the transmission speed of the fax modem	159
Enable error correction	159
Enable automatic fax conversion	159
Make sure that the Dial Prefix setting is correct	160
Cannot receive faxes	160
Make sure that you have configured the correct settings for your setup	160
Make sure that the printer is connected to an analog port	160
Make sure to free up printer memory	160
Make sure that Fax Forwarding is disabled	160
Increase the ringer volume	160
Make sure that you have the correct manual answer code	161
Cannot run the fax software	161
Make sure a fax driver is installed	161
Make sure the printer is connected to a telephone line	161
Fax error messages on the printer control panel	161
Memory card troubleshooting	163
Memory card troubleshooting checklist	163
Nothing happens when a memory card is inserted	163
Reinsert the memory card	163
Network troubleshooting	163
Network troubleshooting checklist	164
The Continue button is unavailable	165
Check if the USB cable is securely plugged into the USB ports on both the computer and the printer	165
Make sure the printer is plugged in and turned on	165
Make sure the USB port on the computer is working	165
Make sure the USB cable is working	165
Make sure you are using the correct CD for your printer model	165
Reconnect the printer power supply	165
Run the installer again	166
Make sure your computer is able to acknowledge USB activity on the USB port	166
Computer firewall is blocking communication with the printer	166
Communication with printer lost when connected to Virtual Private Network (VPN)	166
Wireless troubleshooting	167
Resetting the wireless settings to factory defaults	167
Cannot print over wireless network	167
Wireless print server not installed	170
“Communication not available” message displays when printing wirelessly	170
Resolving intermittent wireless communications issues	172
Notices	175
Product information	175
Edition notice	175
UNITED STATES GOVERNMENT RIGHTS	176
Trademarks	176
Federal Communications Commission (FCC) compliance information statement	176
Modular component notice	177
Licensing notices	177
Noise emission levels	177
Waste from Electrical and Electronic Equipment (WEEE) directive	178
Product disposal	178
Battery notice	178
Static sensitivity notice	178
ENERGY STAR	179
Temperature information	179
Power consumption	179
Product power consumption	179
Sleep Mode	179
Off mode	180
Total energy usage	180
European Community (EC) directives conformity	180
Notice to users of the US telephone network: FCC requirements	180
Notice to users of the Canadian telephone network	181
Notice to users of the New Zealand telephone network	182
South Africa telecommunications notice	183
Notice to Users in the European Union	183
Regulatory notices for wireless products	184
Exposure to radio frequency radiation	184
Industry Canada (Canada)	184
Notice to users in the European Union	185
Statement of Limited Warranty	187
LEXMARK SOFTWARE LIMITED WARRANTY AND LICENSE AGREEMENT	189
MICROSOFT CORPORATION NOTICES	191
ADOBE SYSTEMS INCORPORATED NOTICE	192