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Lexmark CS820 User Guide - Page 106

Contacting customer support - service manual

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Troubleshooting 106 Contacting customer support When you contact customer support, you will need to be able to 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 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 E-mail Live chat You can browse our library of manuals, support documentation, drivers, and other downloads to help you solve common problems. 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. 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 http://support.lexmark.com.

Section	Page
Contents	2
Safety information	5
Conventions	5
Learning about the printer	8
Finding information about the printer	8
Selecting a location for the printer	9
Printer configurations	10
Attaching cables	11
Using the control panel	12
Understanding the status of the power button and indicator light	13
Using the home screen	13
Menus list	15
Printing a menu settings page	15
Setting up and using the home screen applications	16
Customizing the home screen	16
Using Display Customization	16
Setting up Forms and Favorites	16
Configuring Eco-Settings	17
Loading paper and specialty media	18
Setting the size and type of the specialty media	18
Configuring Universal paper settings	18
Loading trays	18
Loading the multipurpose feeder	20
Linking trays	21
Printing	22
Printing from a computer	22
Printing forms	22
Printing from a flash drive	22
Supported flash drives and file types	23
Configuring confidential jobs	24
Printing held jobs	24
Printing a font sample list	25
Printing a directory list	25
Canceling a print job	25
Securing the printer	26
Locating the security slot	26
Erasing printer memory	26
Erasing printer hard disk memory	26
Configuring printer hard disk encryption	27
Restoring factory default settings	27
Statement of Volatility	27
Maintaining the printer	29
Networking	29
Connecting the printer to a wireless network using Wi-Fi Protected Setup (WPS)	29
Changing port settings after installing an internal solutions port	30
Setting up serial printing (Windows only)	30
Cleaning the printer	31
Ordering parts and supplies	31
Checking the status of parts and supplies	31
Using genuine Lexmark parts and supplies	31
Ordering toner cartridges	32
Ordering a photoconductor unit	32
Ordering developer units	33
Ordering imaging units	33
Ordering staple cartridges	33
Ordering a waste toner bottle	33
Configuring supply notifications	33
Replacing parts and supplies	34
Replacing a developer unit	34
Replacing the fuser	37
Replacing a photoconductor unit	39
Replacing an imaging unit	42
Replacing a toner cartridge	45
Replacing the waste toner bottle	46
Replacing the transfer belt	47
Replacing the transfer roller	50
Replacing the pick roller	52
Replacing the separator bracket	57
Replacing the staple cartridge unit	58
Replacing the staple cartridge in the staple finisher	58
Replacing the staple cartridge holder in the staple finisher	59
Moving the printer	61
Moving the printer to another location	61
Shipping the printer	62
Saving energy and paper	62
Setting up power saver modes	62
Adjusting the brightness of printer display	62
Conserving supplies	62
Recycling	63
Recycling Lexmark products	63
Recycling Lexmark packaging	63
Returning Lexmark cartridges for reuse or recycling	63
Clearing jams	64
Avoiding jams	64
Identifying jam locations	65
Paper jam in trays	66
Paper jam in the multipurpose feeder	67
Paper jam in the standard bin	68
Paper jam in door B	69
Paper jam in the finisher bin	73
Staple jam in door G	74
Troubleshooting	77
Network connection problems	77
Embedded Web Server does not open	77
Unable to read flash drive	78
Enabling the USB port	78
Checking the printer connectivity	78
Hardware options problems	79
Cannot detect internal option	79
Internal solutions port does not operate correctly	80
Parallel or serial interface card does not operate correctly	80
Paper feed problems	81
Envelope seals when printing	81
Collated printing does not work	81
Paper curl	82
Tray linking does not work	82
Paper frequently jams	83
Jammed pages are not reprinted	83
Printing problems	84
Confidential and other held documents do not print	84
Slow printing	85
Print jobs do not print	86
Print quality is poor	87
Blank or white pages	87
Dark print	87
Ghost images	89
Gray background	89
Horizontal dark lines	90
Horizontal white lines	91
Incorrect margins	92
Jagged or uneven characters	93
Light print	94
Mottled print and dots	95
Print crooked or skewed	96
Repeating defects	96
Solid color or black images	97
Text or images cut off	98
Toner easily rubs off	99
Uneven print density	99
Vertical dark lines or streaks	100
Vertical white lines	101
The printer is not responding	102
Job prints from the wrong tray or on the wrong paper	103
Color quality problems	103
Adjusting toner darkness	103
Modifying the colors in printed output	104
FAQ about color printing	104
The print appears tinted	105
Contacting customer support	106
Upgrading and migrating	107
Hardware	107
Available internal options	107
Installing a memory card	107
Installing an internal solutions port	108
Installing an optional card	112
Installing a printer hard disk	113
Installing optional trays	116
Installing the staple finisher	118
Software	119
Installing the printer software	119
Adding available options in the print driver	120
Firmware	120
Exporting or importing a configuration file	120
Updating firmware	120
Notices	122
Product information	122
Edition notice	122
GOVERNMENT END USERS	122
Trademarks	123
Licensing notices	124
Noise emission levels	124
Static sensitivity notice	124
Temperature information	124
Laser notice	125
Laser advisory label	125

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Contacting customer support

When you contact customer support, you will need to be able to 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 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

http://support.lexmark.com

Troubleshooting

106