11.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.

11.1.Cleaning Jammed Paper

11.1.1.Paper jam of auto feed tray

1.Open the tray.

2.Gently pull the jammed paper out.

3. After taking papers jammed out, please reinstall the paper tray inside the printer and close the front cover, then the printer will recover printing automatically.

11.1.2.Paper jam of manual feed tray

1.Gently pull the jammed paper out.

2. After taking papers jammed out, open and close the front cover and the printer will recover printing.

11.1.3.Middle jam

| Note： | • When papers jammed in the middle are taken out, please pay attention and do not touch the shaded area shown below, in order to avoid burn.

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.

11.1.4.Paper Jam in the Fuser Unit

| 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.

1.Open the rear cover.

2.Open the fuser door using the handles on both sides.

3.Gently pull the jammed paper out.

4. After taking papers jammed out, close the back cover and open the front cover and then the printer will recover printing.

11.1.5.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.

| 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.

11.2.Software Failure

Problem | Solution
The printer icon will not be displayed in the “Printers and Faxes” folder. | Reinstall the printer driver. Ensure that the USB interface cable and the power cord are properly connected.
The printer is in Ready mode but it will not perform any print job. | If the failure still exists after restarting the printer, please reinstall the printer driver. Make sure the network cable of USB cable is connected correctly.
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.

11.3.Common Troubleshooting

11.3.1.Common Problems

Problem | Cause | Solution
Problems with the Printer |  |
The printer does not work | 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. | Disconnect and then reconnect the printer cable. Check the Windows printer settings to ensure that the print job has been sent to the correct port. If the computer has more than one port, make sure that the printer is connected to the correct port. Make sure that the printer is in the normal online status. Please eliminate errors so that the printer can recover to its normal state. Unload and reinstall the driver program of printer.
Problems with Paper Handling |  |
Paper feed failure | The print media has been loaded incorrectly. The print media is out of the supported media range. The feed 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. Clean the feed roller. Take the excessive papers out from paper tray; please print with manual feed tray if special printing medium is used to print.
Paper Jam | Too many papers in paper tray. The print media is out of the supported media range. There is foreign matter in the paper path. The feed 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. Take the excessive papers out from paper tray; please print with manual feed tray if special printing medium is used to print. Clean the paper path. Clean the feed roller.
Print multipage feed | Excessive static electricity on the print media. The print media is damp and is sticking together. Internal parts failure. | 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.

| Note： | • If the problem still cannot be solved, please contact the customer services center.

11.3.2.Image Defects

Problem | Cause | Solution
The printout is whitish or light | • The print media does not meet the usage specifications, for example the media is damp or too rough. • The resolution setting of printing program is too low and concentration setting is too low, or save toner mode is ticked. • Toner is low. • Toner cartridge is damaged. | • 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.
Toner spots | • Dirty toner cartridge or toner leakage. • Toner cartridge is damaged. • The print media does not meet the usage specifications, for example the media is damp or too rough, or has been used previously. • The paper path is dirty. | • It is suggested to replace the original toner cartridge. • Please use the print media within the specification range. • Clean the paper path.
White spots | • The print media does not meet the usage specifications, for example the media is damp or too rough, or has been used previously. • The paper path is dirty. • The drum inside toner cartridge is damaged. | • Please use the print media within the specification range. • Clean the paper path. • It is suggested to replace the original toner cartridge.
Toner comes off | • The print media does not meet the usage specifications, for example the media is damp or too rough, or has been used previously. • 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.
Black vertical stripes | • Dirty toner cartridge • Damaged inner parts of toner cartridge. • Dirty combining glass of inner laser of the machine. • The paper path is dirty. | • Clean or replace toner cartridge • Clean the mirror of the laser at the back of the printer. • Clean the feed path of printer.
Black background(gray background) | • The print media does not meet the usage specifications, for example the media is damp or too rough, or has been used previously. • Dirty toner cartridge • Damaged inner parts of toner cartridge. • The paper path is dirty. • Abnormal internal transfer voltage of printer. | • Please use the print media within the specification range. • Clean or replace toner cartridge • Clean the paper path inside the printer.
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.
Skewed pages | • The print media has been loaded incorrectly. • The paper path of the printer is dirty. | • Ensure the correct loading of the print media. • Clean the paper path inside the printer.
Wrinkled paper | • The print media has been loaded incorrectly. • The print media does not meet the usage specifications. • The paper path of the printer is dirty. • The fuser component is damaged. | • Ensure the correct loading of the print media. • 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.
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.
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. | • Install ink cartridge correctly. • It is suggested to replace the original toner cartridge.
The toner does not adhere to the paper | • The print media does not meet the usage specifications, for example the media is damp or too rough, or has been used previously. • 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.
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.

| 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.