Problem solving tips

The following tables summarize some hard-to-classify symptoms, a discussion of the probable cause, and some actions for you to try. Table 16 lists problems with the touch panel and Table 17 lists other general problems.

Table 16. Miscellaneous touch panel problems
Symptom Description Suggested Action
The screen is blank, the power indicator is off, and the printer is not silent. There may be no power to the monitor.
  • Ensure that the touch panel is switched on.
The screen is blank and the power indicator is a steady green. Brightness and contrast may be too low.
  • Adjust the brightness and contrast.
See On-screen-display (OSD) controls.
The screen is blank and the power indicator is steady amber. The touch panel is not receiving a video signal.
  • Ensure that the printer controller is powered on.
  • Ensure that the signal cable is firmly connected to the printer controller.
  • Ensure that no pins are bent in the signal cable connector.
  • Touch the touch panel or move the mouse to restore operation.
Image appears to be discolored. The color setting may be incorrect.
  • Adjust the color settings.
The printer operator panel display and the touch panel are blank, all indicators are off, and the printer is silent.

The printer is not getting any electrical power.

Determine if some or all of your building is experiencing a power outage. If not, contact your service representative. See Service call procedure.
Table 17. Miscellaneous general problems
Symptom Description Suggestion Action
The printer frequently jams during auto load. Loading problems are usually caused by the forms that are being loaded.

If a particular form jams frequently, refer to the application owner to the Forms Design Reference. This book contains detailed information about selecting forms and designing applications for use with a continuous forms printer.

  • Ensure that the folded or leading edge of the form is not wrinkled or torn.
  • If the first page is folded under, ensure that the tractor holes line up exactly. If you are using forms with a 1/3- inch or 2/3-in increment, ensure that the fold is on a perforation that is centered between tractor holes. This occurs only once every three pages.
  • If the stack of forms seems to curve (dishing), roll the first form in the opposite direction of the curve, and then unroll it before you put the form on the transfer station lower tractors.
A message appears repeatedly on the printer operator panel display and a touch panel window. None
A status message is displayed for a long time without changing. Some messages give status about operations that really do take a long time. For example, during a Restart operation the control unit is transferring programs from the hard disk into the control unit memory, and it cannot display a new message until those programs are up and running.
  • Wait at least five minutes before attempting any recovery action.
  • If the message does not change and recovery actions fail, call your service representative. See Service call procedure.
Some function switches do not respond when pressed. The printers keep only potentially valid controls (hardware switches and touch panel push buttons) active while operating. For example, when the printer operator panel display shows READY, only the Stop function is active; you must stop the printer before using any other functions. If a function key should be active but is not, call your service representative. See Service call procedure.
The alarm is sounding. The audible alarm tone should sound whenever an interruption message appears in an touch panel window and on the printer operator panel display. The intervention light on top of the printer comes on at the same time.
  • Select the Check Reset push button on the interruption window.
  • If the alarm continues, call your service representative. See Service call procedure.
The intervention light on top of the printer comes on, but the alarm does not sound. The alarm volume may be set to a low volume or alarm suppression may be set to Yes in the printer configuration. Adjust the alarm volume control. See Adjusting the volume of the operator alert assembly.
The printer operator panel display and the touch panel status area shows READY, but the printer does not respond when the host system console operator directs a job to it. There is probably a problem with the protocol hardware connecting the printer to the controlling computer system, such as the channel is not enabled or cables are not connected. Work with the system console operator and the system programmer to resolve the problem. Review the questions in "Sudden Failures" to see if there have been any changes in the environment that might affect protocol hardware. See Sudden failures.
The printer starts and stops repeatedly, or the forms move at an irregular speed. This problem may be related to the application that is being processed, or to the printer configuration. If the printed pages are complex to format; many transmission errors occur; or the buffered data commands are issued by the host, the printers must pause as those pages are created in memory. Work with the system engineer or system programmer to resolve the problem. The Forms Design Reference contains detailed information about selecting forms and designing applications, and may be of use in resolving the problem.
The printer operator panel display and the touch panel shows END OF FORMS, but forms are present. Something is preventing the printer from sensing that forms are available. Narrow forms sometimes slide sideways, away from the paper sensor.
  • Inspect the forms below the splicing table for holes in the printable area.
Missing data at the rear of the forms (printer right-hand side). The rear tractor could be out of adjustment.
  • Ensure that you are using the correct form width for the form ID that was entered.
  • Ensure that the correct form ID was entered for that form.