Frequently Asked Questions - Troubleshooting
Things you should know...
What is my MFD's Machine Number and where do I find it?
We know that serial numbers can be long and difficult to remember. That is why we have given your MFD an easy four digit Machine Number. Please quote this when you call us so that we can identify your machine. It can be found on a white sticker on the MFD, under the Copy Glass or inside the Front Cover.
What is an IP Address, and why do I need to know my MFD's IP address?
An IP address (Internet Protocol address) is a unique address that certain electronic devices use in order to identify and communicate with each other in a computer network. It is useful to know the IP Address of your MFD, particularly if you are experiencing problems connecting to your MFD from a computer.
How do I access my MFD's Web Connection settings?
Open your Internet Browser and type the IP Address into the address bar. You can then access the 'Web Connection' of the MFD, which is used to set various settings.
What does it mean to Ping, and how do I Ping?
It is useful to ping the IP Address of the MFD to make sure that you have a network connection between your PC and the MFD. To ping the IP Address of the MFD using Windows, click the 'Start' button (bottom left hand corner of screen) and choose 'Run'. Then type 'cmd' into the textbox and click 'OK'. Once the black screen is displayed type in 'ping' followed by a space then the IP Address of the MFD.
For example, if the IP Address of the MFD is 192.168.1.100, you would type 'ping 192.168.1.100'.
If you see a 'Reply' then you have a connection.
If you see 'Request timed out' then you do not have a connection.
Printing
My MFD will not print. What should I check?
- Try to send a test print from the Print Driver.
- Check the printing queue on your PC and clear any jobs with errors.
- Check the printing queue on the MFD and clear any jobs with errors.
- Try to ping the IP Address of the MFD from your PC (see above - Things you should know, 'How to Ping').
- Try to open the "Web Connection" on the MFD (see above - Things you should know - 'How do I access my MFD's Web Connection').
- Check the Network cable is plugged in.
- Try turning off the MFD at the Power Point and re-starting your PC.
- Can you do a Photocopy? If not, it is likely to be a mechanical issue.
Common Errors:
- Paper Size - Paper size of "Letter" is a common error. This is a US Standard and will not print on Australian Devices.
- Paper Direction - Please note that A4 can be portrait or landscape (long side vertical or horizontal).
- Paper Thickness - Check the paper thickness in your print driver.
- Connection to the MFD has been lost - either the Network Cables or Switches are not plugged in or are faulty or the IP Addresses have been changed.
My MFD has stopped printing during a job. What should I do?
- Check the MFD has not run out of Paper.
- Check the MFD has not run out of Toner.
- Check the MFD to see if it needs a new Image Unit or Drum.
- Check the MFD for any warning messages and take any appropriate action.
PLEASE NOTE: If the MFD has an error code, please make a note of the error code and tell us what it is when you call us. This will help us to diagnose the problem more quickly.
Common Errors:
- The MFD has run out of Paper.
- The MFD has run out of Toner.
- The MFD has stopped as it needs a new Image Unit or Drum.
PLEASE NOTE: If the MFD asks for Toner or an Image Unit or Drum then please check if you have a spare. If not please notify us immediately so that we can have one delivered before the machine stops.
My Print Driver settings keep changing back. What do I do?
You might like to set default printing preferences in Windows, as follows:
- Click "Start" (bottom left hand corner of screen) and choose "Printers & Faxes" (or for older versions of Windows click "Control Panel" then "Printers & Faxes").
- Then "right click" (on your mouse) the printer and choose "Printing Preferences".
- Then set your default setting and click "OK".
PLEASE NOTE: You must close and re-open any programs before the new setting will take effect. If you change your print setting when you try to print a document from a program like Word, Excel, Adobe, Internet Explorer etc, then the settings will only apply to that program while it is open. When you close the program those settings are lost. By following the steps above you will always have the default setting when you open a program and try to print a document.
Scanning
My MFD will not Scan. What do I do?
- Try to ping the IP Address of the MFD from your PC (see above - Things you should know - 'How to Ping').
- Try to open the "Web Connection" on the MFD (see above - Things you should know - 'How do I access my MFD's Web Connection?') and check the IP Address or Computer Name of the Scanning Destination is the same as the IP Address or Computer Name of the PC you are trying to send to. Please note that if you enter the Computer Name instead of the IP Address that the check box next to that field must be ticked.
- Check the Network cable is plugged in.
Common Errors:
- Incorrect Settings - The settings have been changed either by someone or automatically by DHCP on your Network.
- For FTP - Make sure FTP Utility is running (if it is running you can see it in your Task Bar - bottom right hand corner of your screen).
- Connection to the MFD has been lost - either the Network Cables or Switches are not plugged in or are faulty or the IP Addresses have been changed.
Apparently the file size is too big. How can I fix that?
You could:
- Change the resolution - If you want to reduce the size of the file you can reduce the scanning resolution (or clarity). Set it to a lower setting like 100dpi or 200dpi.
- Scan in Black - If you don't need the scan in Colour then setting it to Black will reduce the size of the file.
Lines are appearing on the printed page. What should I do?
Try cleaning the glass. Note that some models have two glass panes. There is the obvious main glass pane on all MFD's, however there is a thin 'slit' of glass for scanning on some models which dramatically speeds up scanning. This can be found just to the left of the main glass pane.
Copying
My MFD will not Copy. What do I do?
- Check the Paper Settings match the Paper Size and Paper Direction in the Paper Tray.
- Check the MFD has not run out of Paper.
- Check the MFD has not run out of Toner.
- Check the MFD to see if it needs a new Image Unit or Drum.
- Check the MFD for any warning messages and take any appropriate action.
Common Errors:
- The Paper Settings do not match the Paper in the Paper Drawer.
- The MFD has run out of Paper.
- The MFD has run out of Toner.
- The MFD has stopped as it needs a new Image Unit or Drum.
PLEASE NOTE: If the MFD asks for Toner or an Image Unit or Drum then please check if you have a spare. If not please notify us immediately so that we can have one delivered before the machine stops.
Lines are appearing on the printed page. What should I do?
Try cleaning the glass. Note that some models have two glass panes. There is the obvious main glass pane on all MFD's, however there is a thin 'slit' of glass for scanning on some models which dramatically speeds up scanning. This can be found just to the left of the main glass pane.
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