14.Troubleshooting
Please read this section carefully. It may help you to solve common problems encountered during the printing process. If the problems persist, please contact Pantum Aftersales Service Centre.
Prior to handling common problems, first check that:
• The power cord is connected correctly and the printer is powered on.
• All of the protective parts are removed.
• The toner cartridge is installed correctly.
• The paper is correctly loaded into the tray.
• The interface cable between the printer and the computer is connected correctly.
• The correct printer driver has been selected and installed properly.
• The computer port is properly configured and is connected to the correct printer port.
14.1. Cleaning Jammed Paper
14.1.1. Middle jam
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Note: |
• When removing the paper jam, please don't touch immediately places labled with high temperature warning in contact with internal components after opening the printer's front or rear cover, to prevent burns. |
1. Pull paper tray out.
2. Gently pull the jammed paper out.
3. Install paper tray.
4. Open the front cover.
5. Take the laser toner cartridge out along the track. (For the purpose of preventing printing quality from affecting by the exposure of photosensitive drum, please put the laser toner cartridge inside the protection bag or warp it with thick paper).
6. Gently pull the jammed paper out.
7. After taking out papers jammed, install the laser toner cartridge again and close the front cover, then the printer will recover printing.
14.1.2. Paper Jam in the Fuser Unit
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Note: |
When papers jammed in fuser unit are taken out, please pay attention and do not touch the shaded area shown below in order to avoid burns.
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1. Open the front cover and then remove the laser toner cartridge along the guide rail.
2. Open the rear cover.
3. Open the fuser door using the handles on both sides.
4. Gently pull the jammed paper out.
5. Close the back cover after removing the paper jammed.
6. Install a new toner cartridge and then close the front cover; then, the printer will recover printing automatically.
14.1.3. Duplex Unit Jam
1. Remove the duplex printing unit from the back of the printer.
2. Remove the jammed paper from the duplex unit.
3.If the paper does not come out along with the duplex unit, open the tray and remove the jammed paper directly from the bottom.
4. After taking papers jammed out, install the duplex unit back and inspect other parts to the product. If it can be ensured that there are no jammed papers, open and close the front cover and then the printer will recover printing automatically.
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Note: |
After all papers jammed are taken out according to the above steps, close the front cover and tidy the papers in paper tray, then the printer will recover to print automatically. • If the printer still does not start printing, please check that all the jammed paper inside the printer has been cleared. • If you cannot remove the jammed paper yourself, please contact your local Pantum authorized repair center or send the printer to the nearest Pantum authorized service center for repair. • Printer appearance may differ because of various models and functions, so the schematic diagram is only for your reference. |
14.1.4. A paper jam occurs on the automatic document feeder (ADF)
1. Open the ADF's top cover.
2. Remove the paper jammed from the ADF.
3. After removing the paper jamed, close the top cover and then the printer will be back to the ready state.
4.If it is difficult to remove the paper jammed, please try to open the scanner cover and remove it from the pressing block.
14.2. Software Failure
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Problem |
Solution |
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The printer icon will not be displayed in the “Printer and fax” folder. |
Reinstall the printer driver. Ensure that the USB interface cable and the |
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The printer is in Ready mode but it will not perform any print job. |
If the failure still exists after restarting the Make sure the network cable of USB cable is connected correctly. |
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Failed to install the driver |
Check whether the print spooler service is enabled. Check the power supply and the connection of the printer. |
The driver cannot be used if the IP address of the printer has been changed | Modify the port IP address of the printer driver. If the above method does not work, please reinstall the printer driver. It is recommended that a fixed IP address should be set to the network printer. In the DHCP network, it is recommended to bind the IP address with the MAC address of the printer. |
14.3. Error Message
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Error Message |
Cause |
Measure |
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No Laser Toner Cartridge Detected |
The laser toner cartridge is installed incorrectly or laser toner cartridge is damaged. |
The laser toner cartridge is installed correctly or new laser toner cartridge is replaced. |
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Toner Low (this prompt is displayed together with the standby picture alternately.)
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The toner in cartridge runs low.
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Please replace with a new toner cartridge. |
As the toner is low, it is not available to accept the printing job (this prompt is displayed together with the standby picture alternately.)
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If the toner in cartridge runs low, the printing of fax job received cannot be executed. (Normal in fax sending, file printing, copying and scanning.)
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Please replace with a new toner cartridge or find out the " Low in Toner, Continue to Print" option among the fax receiving setting options and then set it as "On" for continuous printing. (Note: once the printer detects that the toner in cartridge doesn't run low during booting or opening and closing its cover, it will set the "Low in Toner, Continue to Print" option enabled before by user back to “Off”.) |
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Toner cartridge life expired. |
The toner in cartridge runs out. |
Please replace with a new toner cartridge. |
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Feed jam |
The print paper is loaded incorrectly. The paper is outside of the specification range. |
Please correctly load the print paper. |
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Printer paper jam |
The print paper is loaded incorrectly. |
Please correctly load the print paper. |
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Scanner is Busy |
With other scan jobs. |
Please cancel the current scan job or wait for the completion of other scan jobs. |
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Scan failed |
Scanner internal failure. |
Please contact Pantum Customer Service. |
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No paper in ADF |
If you have selected ADF as the scan source, this message appears when you start a copy or scan job without loading paper in the ADF. |
Please put in the original properly. |
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Paper jam occurred on ADF |
This prompt appears when there is a feed jam or feed failure in copying or scanning with the ADF. |
Please remove the paper jam, arrange well and put originals into the ADF for scanning again. |
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Note: |
• If the problem remains, please contact Pantum Customer Service. |
14.4. Common Troubleshooting
14.4.1. Common Trouble
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Trouble Type |
Fault phenomenon |
Cause |
Solution |
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Problems in printing |
Poor print quality |
See 14.4.2 Image Defects. |
See 14.4.2 Image Defects. |
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Problems in copying |
Failed to copy |
The scanner is damaged. |
Please contact Pantum Customer Service. |
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Copy Image Abnormal |
• The scanner is dirty or defective. • The toner cartridge is dirty or damaged. |
• Clean the scanner. • It is suggested to replace the original toner cartridge. |
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Problems with the Printer |
The printer does not work |
• Power cord of the device is not properly connected. • The cable between the computer and the printer is not connected properly. • Error in specifying the print port. • The printer is offline and User Guide of Printer is checked. • The printer has not recovered from an internal error, such as a paper jam, paper empty, etc. • Driver program of printer is not installed correctly. • The LCD screen prompts error messages. |
• Ensure proper connection of the power cord. • Please disconnect the printer cable and then connect it again. • Please check printer settings of the Windows to make sure the printing job could be sent to the correct port. If the computer is equipped with several ports, please be sure to connect the printer to the correct port. • Please make sure the printer is online without any abnormality. • Please remove errors to make the printer return to normal. • Please uninstall and then reinstall the printer driver. |
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Online printing does not work |
• The cable between the computer and the printer is not connected properly. • Driver program of printer is not installed correctly. • Printer internal failure. |
• Please disconnect the printer cable and then connect it again. • Please uninstall and then reinstall the printer driver. |
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Problems in scanning |
Scanning error |
• Data cable of the device is not properly connected. • The scan driver is installed incorrectly. • The LCD screen prompts error messages. |
• Ensure proper connection of the data cable. • Reinstall the scan driver. |
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Problems with Paper Handling |
Paper feed failure |
• The printer paper isn't put properly. • The print media is beyond the usage specification range. • The pickup roller is dirty. Too many papers in paper tray. |
• Please install printing medium correctly; please print with manual feed tray if special printing medium is used to print. • Please use the print media within the specification range. • Please clean the pickup roller. Take the excessive papers out from paper tray; please print with manual feed tray if special printing medium is used to print. |
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Paper Jam |
• Too many papers in paper tray. • The print media is beyond the usage specification range. • There is foreign matter in the feed channel. • The pickup roller is dirty. • Internal parts failure. |
• Take the excessive papers out from paper tray; please print with manual feed tray if special printing medium is used to print. • Make sure to use the paper that meets specifications. please print with manual feed tray if special printing medium is used to print. • Clean the paper path. • Please clean the pickup roller. |
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Print multipage feed |
• Excessive static electricity on the print media. • The print media is damp or sticks together. • Internal parts failure. |
• Re-separate the print media to eliminate some static electricity. It is suggested that you use the recommended print media. • Separate the print media or use better quality and dry print media.. |
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Note: |
• If the trouble still can not be shooted after the above operations, please contact Pantum Customer Service. |
14.4.2. Image Defects
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Problem |
Cause |
Solution |
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The printout is whitish or light |
• The print media does not meet the usage specifications, for • The resolution in the print program is set too low, concentration setting is too low, or toner saving mode is ticked. • Toner cartridge is damaged. • Toner is low. |
• Please use proper print media within the specification range. • Set the resolution and concentration setting of program, or cancel ticking the save toner mode. • It is suggested to replace the original toner cartridge. |
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Toner spots |
• Dirty toner cartridge or toner leakage. • Toner cartridge is damaged. • The print media that does not meet usage specification is used. For example, the media is damp or too rough. • The paper path is dirty. • If toner spots appear when copying and scanning, the platen glass may be dirty. • The scanner is dirty or damaged. |
• It is suggested to replace the original toner cartridge. • Please use the print media within the specification range. • Clean the paper path. • Clean the platen glass. |
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White spots |
• The print media that does not meet usage specification is used. For example, the media is damp or too rough. • The paper path is dirty. • Inner damage of toner cartridge. • The reflective glass of the laser inside the printer is dirty. |
• Please use the print media within the specification range. • Clean the paper path. • It is suggested to replace the original toner cartridge. • Please clean the LSU lens. |
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Toner comes off |
• The print media that does not meet usage specification is used. For example, the media is damp or too rough. • The printing paper medium set and paper medium placed are not consistent. • The inside of the printer is dirty. • Toner cartridge is damaged. • The parts inside the printer are damaged. |
• Please use printing medium within the specification scope, and use manual feed tray for printing in case of special medium. • Please print with corresponding paper medium. • Clean the inside of the printer. • It is suggested to replace the original toner cartridge. |
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Black vertical stripes |
• Dirty toner cartridge. • Damaged inner parts of toner cartridge. • The reflective glass of the laser inside the printer is dirty. • The paper path is dirty. • If black vertical stripes appear when copying or scanning, the scanner or the platen glass may be dirty. • Scanner Light bulb has smudges. • The scanner is damaged. |
• Clean or replace toner cartridge • Clean the mirror of the laser at the back of the printer. • Clean the feed path of printer. • Clean the scanner or the platen glass. |
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Black background(gray background) |
• The print media that does not meet usage specification is used. For example, the media is damp or too rough. • Dirty toner cartridge • Damaged inner parts of toner cartridge. • The paper path is dirty. • The transfer voltage inside the printer is abnormal. • Scanning exposure. • If black background or gray background appears when copying and scanning, the platen glass may be dirty. |
• Please use the print media within the specification range. • Clean or replace toner cartridge • Clean the paper path inside the printer. • Please close the cover on the manuscript, and then carry out copying and scanning. • Clean the platen glass. |
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Cyclical traces appear |
• Dirty toner cartridge. • Damaged inner parts of toner cartridge. • The fuser component is damaged. |
• Clean or replace toner cartridge • Please contact customer services center to replace to a new fuser assembly. |
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Skewed pages |
• The printer paper isn't put properly. • The feed channel of the printer is dirty. |
• Make sure the print paper is placed correctly. • Clean the paper path inside the printer. |
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Wrinkled paper |
• The printer paper isn't put properly. • The print media does not meet the usage specification. • The feed channel of the printer is dirty. • The fuser component is damaged. |
• Make sure the print paper is placed correctly. • Please use print media within the specification range. • Clean the paper path inside the printer. • Please contact customer services center to replace to a new fuser assembly. |
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The back of the printout is dirty |
• Dirty toner cartridge • The transfer roller inside the printer is dirty. • The transfer voltage inside the printer is abnormal. |
• Clean or replace toner cartridge • Clean the internal transfer part of the printer. |
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Whole page dark |
• Toner cartridge is improperly installed. • Inner damage of toner cartridge. • Abnormal internal charging of machine or the toner cartridge is not charged. • If all-black image appear when copying and scanning, maybe it is scanning exposure, and the cover on the manuscript is not properly closed. • The scanner is damaged. |
• Install ink cartridge correctly. • It is suggested to replace the original toner cartridge. • Please close the cover on the manuscript, and then carry out copying and scanning. |
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The toner does not adhere to the paper |
• The print media that does not meet usage specification is used. For example, the media is damp or too rough. • The inside of the printer is dirty. • Toner cartridge is damaged. • The parts inside the printer are damaged. |
• Please use printing medium within the specification scope, and use manual feed tray for printing in case of special medium. • Clean the inside of the printer. • It is suggested to replace the original toner cartridge. |
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Horizontal stripes |
• The toner cartridge is not installed correctly. • The toner cartridge may be damaged. • The parts inside the printer are damaged. |
• Install ink cartridge correctly. • It is suggested to replace the original toner cartridge. |
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Note: |
• Failures above can be improved by cleaning or replacing toner cartridge. Please contact customer services center if the problem can still not be solved. |
14.5. Fax faults
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Trouble Type |
Fault phenomenon |
Solution |
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Telephone line or connection fault |
The dialing tone cannot be heard. |
• If you cannot hear the dialing tone after picking up the receiver, please check the connection of all telephone lines between the fax and the wall-mounted socket. • Use the telephone connecting another line to test the wall-mounted socket; if there is no dialing tone, please check the communication line. |
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The printer cannot response in a fax call automatically. |
• Make sure it is not the "Telephone Mode" as the receiving mode. (Please see Chapter 10.3.2 to set the receiving mode as "Fax Mode".) |
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Fax receiving fault |
The fax cannot be received |
• Make sure the fax is set with the correct receiving mode. (Please see Chapter 10.3.2 to select the receiving mode.) • If the telephone line is interfered, please try to set it as VoIP in compatibility (For compatibility setting, please see Chapter 10.3.3) . |
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The fax received is somewhat blank or of poor quality |
• The fax sending faxes may have a fault. • The telephone line may have a fault due to noise. • Check the printer through copy. • The toner cartridge comes to the end of its expected service life. Please replace it. (Please see Chapter 13.2.2 "Replace the Toner Cartridge".) | |
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The fax is well received but cannot be printed |
• Check if the toner in cartridge has run low. Replace with a new toner cartridge and then print. • Find out the option of " Low in Toner, Continue to Print" among receiving setting options and then set it as On. | |
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An external call is being handled. |
• If the Telephone mode adopted, please press Startup and then pick up the receiver immediately. • If answering the call with the extension telephone, please input the 3-digit fax receiving code (*90 by default). When the fax begins to response, please hang up. | |
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Fax sending fault |
The dialing fails to be done |
• Please check the connection of power cable. • Please check the connection of telephone line. • Change the (audio/pulse) settings. Please set in the fax sending menu with the dialing way supported for telephone line. |
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The printer is poor in transmitting files |
• Make one copy of original to check if the fax scanner could work normally. • Transmit with a higher resolution. |
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A prompt of "Communication Failure" appears in printing the fax confirmation report |
• The telephone line may suffer from temporary noise or electrostatic interference. Please send the fax again. • Please try to set as VoIP in compatibility and then send again. (Please see Chapter 10.3.3 for compatibility setting.) If the problem still occurs, please check the telephone line. |