Before You Call for Service: Troubleshooting FAQ

One of the most expensive elements of servicing equipment at a business location is the cost of labor and travel expenses. Save time and stress by troubleshooting common problems before even picking up the phone.

Troubleshooting Frequently Asked Questions

Cleaning the Glass

Use a soft cloth and a standard glass cleaner. Avoid spraying directly onto the glass. To prevent spotting dry with a clean, lint-free cloth.

Black lines on copies

If you are seeing black lines on copies fed through the document feeder but not on the glass, try cleaning the document feeder slit glass. This is the narrow piece of glass to the side of the main glass. Clean with a soft cloth and if there is a stubborn spot try using your fingernail.

Paper is jamming

Paper jams in the paper trays or document feeder are often caused by dust on rollers, causing the paper to slip. In most cases wiping the rollers with a slightly moist paper towel is all that is needed to remove the dust and prevent slipping. If the paper jams persist, a technician may be required to replace the rollers.

Paper size mismatch

Not all copiers automatically detect the size of paper in the drawer. When printing, check to make sure the paper tray display on the front panel matches the size and orientation of paper in the drawer. If the sizes do not match, load the correct paper size or enter the correct size into the display. After loading paper, always make sure the paper guides are aligned tightly against the paper.

Properly shutting down

Like a computer, a digital copier has a hard drive and software called an operating system. When turned off properly, the software files are closed and the hard drive is parked. If shut down improperly (such as turning off the main power breaker on the machine), data is lost, voltage levels fluctuate, and the hard drive comes to an unexpected stop. Shutting down your copier improperly is like pulling the plug out of the wall while your PC is running. This can result in hard drive failure, corrupted files, and unnecessary machine downtime.

Other Troubleshooting Tips

Check the electrical outlet

If you have a power protection device, is the light on?

If you cannot print, copy or fax, check the paper supply and toner levels

The operation panel should indicate via notification/lights if it needs to be replenished.

Look at your operation panel before calling for technical help

Record any letters or numbers displayed on the panel. If possible, run a diagnostic printout so when you call for technical help, the technician will have the make, model, and correct ID codes available.

Check your network connection

If your equipment is connected to a network, check to see if it can make a copy, fax or scan manually by walking up to the hardware and pressing for a copy or scan. If it works, the problem is within the network, not the hardware.

Restart your workstation

Can’t print, copy, scan or fax from a workstation? If other stations are working, the problem may be isolated to a specific workstation. Log off and/or turn off the affected workstation and try it again.

Check with your utility company

Have you been dealing with erratic codes that require the hardware to be reset? Check with the utility company to find out if there has been any electrical work done within the office building or nearby locations.

Find out if any recent modifications have been made to the network

Has a new piece of software been added? Has the system been upgraded? Has new hardware been added to the network? If so, contact the network administrator first.

When All Else Fails...

Like a PC, sometimes rebooting your copier will fix the issue. Before rebooting make sure to record any error messages or service codes. Then turn the power off, wait several seconds, and turn the power back on. Many times your problem will be fixed and you can continue working productively. If the error returns, call for service.


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