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Problem Solver

Printer stops printing unexpectedly
The printer does not turn on or stay on
The printer prints nothing
Printouts are not what you expected
Print quality could be better
Color documents print in black only
Printing could be faster
Roll paper cannot be cut
Paper feed or paper jam problems occur frequently
Roll paper does not eject properly
When feeding paper forward
When feeding paper backward
Clearing paper jams
Troubleshooting on the Optional Auto Take-up Reel Unit
Contacting Customer Support

Printer stops printing unexpectedly

Head cleaning, ink charging, or ink drying is in progress

During head cleaning, ink charging, or ink drying, CLEANING PLEASE WAIT, CHARGING INK, or INK DRYING appears on the LCD respectively. Wait until the printer resumes printing.

An error has occurred

Many common printer problems and their solutions can be identified by the messages on the LCD.

You can also check the lights on the control panel for errors. See Lights.

For other messages not included in the following table, see Messages.

Error messages

The printer does not turn on or stay on

When the Pause light does not come on and initialization does not start even when the Power button is pressed to turn on the printer, try the following solutions.

• Turn off the printer and make sure the power cord is securely plugged into the printer.

• Make sure your outlet works and is not controlled by a wall switch or timer.

• Make sure the supplied voltage to the printer matches the rated voltage labeled on the printer. If not, turn off the printer and unplug the power cord immediately. Contact your dealer for assistance. See Contacting Customer Support.

The printer prints nothing

The printer is not correctly connected to the computer

Try one or more of these solutions:

• Turn off the printer and computer. Make sure the printer's interface cable is securely plugged into the correct terminal of the computer.

• Make sure the interface cable specifications match the specifications for the printer and computer.

• Make sure the interface cable is directly connected to the computer without passing through any device, such as a printer switching device, or extension cable.

Your Epson printer is not selected as the default printer

Install the printer driver if it is not installed yet, and follow the steps below to select your Epson printer as the default printer.

For Windows XP

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For Windows 2000

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For Mac OS X

Make sure that the printer driver Stylus Pro XXXX is correctly added to the Printer Setup Utility, and the correct one is selected in the Printer Setup Utility.

Printer port setting does not match the printer connection port (for Windows only)

To select the printer port, follow the steps below.

For Windows XP

For Windows 2000

The printer sounds like it is printing, but nothing prints

Try one or more of these solutions:

• Run the Head Cleaning utility. For Windows, see Cleaning the print head. For Mac OS X, see Cleaning the print head.

• If the Head Cleaning utility does not work, replace the ink cartridges. See Replacing Ink Cartridges.

Printouts are not what you expected

Incorrect, garbled characters, or blank pages print

• Turn off the printer and computer. Make sure the printer's interface cable is plugged in securely.

Incorrect margins

Try one or more of these solutions:

• Check the margin settings in your application.

• Make sure the margins are within the printable area of the page. See Printable area.

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• For Windows, check the Borderless setting in the Paper menu. Make sure they are correct for the paper size you are using. See Making Settings on the Paper Menu.

• Make sure the paper set position is correct. See Using Roll Paper, or Using Cut Sheet Media.

Inverted image

For Windows, turn off the Flip Horizontal setting in the Advanced menu. See Making Advanced setting.

For Mac OS X, turn off the Flip Horizontal setting in the Advanced Settings selected in the Print Settings selected in the Print dialog. See Advanced Settings.

Printed color differs from the color on the screen

Try one or more of these solutions:

• Adjust the Color Density in the Paper Configuration dialog. For Windows, see Paper Configuration. For Mac OS X, see Paper Configuration.

• Make sure the media type setting matches the paper being used.

• Since monitors and printers produce colors differently, printed colors will not always match on screen colors perfectly. However, the above color systems are provided to overcome color differences.

For Mac OS X, select ColorSync to color match your system in the Printer Color Management selected in the Print dialog. See Printer Color Management.

• For Windows, select PhotoEnhance in the Advanced menu. See Making Advanced setting.

• For Windows, select Color Controls in the Advanced menu, and adjust color, brightness, etc. as required. See Making Advanced setting.

• For Mac OS X, select Color Controls in the Printer Color Management selected in the Print dialog. See Printer Color Management.

A ruled line shifts

Perform print head alignment. For Windows, see Aligning the print head. For Mac OS X, see Aligning the print head.

If the problem persists, perform the print head cleaning. For Windows, see Cleaning the print head. For Mac OS X, see Cleaning the print head.

Printout has smears on the bottom edge

Try one or more of these solutions:

• If the paper is curled towards the printable side, flatten it or curl it slightly to the opposite side.

• For Windows, if you use Epson special media, check the Media Type setting in the Main menu. See Making Settings on the Main Menu.

For Mac OS X, if you use Epson special media, check the Media Type setting in the Print Settings selected in the Print dialog. See Page Setup.

For paper other than Epson's, register and select paper thickness in the Menu mode. Make sure it is correct for the paper you are using. See Making the paper settings.

• Set the PLATEN GAP to WIDE in the PRINTER SETTING of the Menu mode. See PRINTER SETUP.

Print quality could be better

Click the caption under the illustration that best resembles your printout.

If you are having print quality problems, try the solutions offered here.

Horizontal banding

Try one or more of these solutions:

• For Windows, check the Media Type setting in the Main menu. Make sure it is correct for the paper you are using. See Making Settings on the Main Menu.

For Mac OS X, check the Media Type setting in the Print Settings selected in the Print dialog. Make sure it is correct for the paper you are using, see Page Setup.

• Make sure the printable side of the paper is face-up.

• Run the Head Cleaning utility to clear any clogged ink nozzles. For Windows, see Cleaning the print head. For Mac OS X, see Cleaning the print head.

You can also clean the print head nozzles using the control panel. To clean the print head nozzles, press the Menu button for 3 seconds.

• Check the Paper Feed value. Reduce the value to improve light banding, and increase it for dark banding. For Windows, Paper Configuration. For Mac OS X, see Paper Configuration.

• Check the Ink check light. If necessary, replace ink cartridges. See Replacing Ink Cartridges.

Vertical misalignment or banding

Try one or more of these solutions:

• For Windows, turn off the High Speed setting in the Advanced menu. See Making Advanced setting.

For Mac OS X, turn off the High Speed setting in the Advanced Settings is selected in the Print Settings selected in the Print dialog. See Advanced Settings.

• Run the Print Head Alignment utility. For Windows, see Aligning the print head. For Mac OS X, see Aligning the print head.

Faint printout or gaps

Try one or more of these solutions:

• Make sure that the ink cartridges do not exceed the expiry date. The expiry date is labeled on the outside of the ink cartridge.

• For Windows, check the Media Type setting in the Main menu. Make sure it is correct for the paper you are using. See Making Settings on the Main Menu.

For Mac OS X, check the Media Type setting in the Print Settings selected in the Print dialog. Make sure it is correct for the paper you are using. See Page Setup.

• Run the Head Cleaning utility to clear any clogged ink nozzles. For Windows, see Cleaning the print head. For Mac OS X, see Cleaning the print head.

You can also clean the print head nozzles using the control panel. To clean the print head nozzles, press the Menu button for 3 seconds.

• Check the Ink check light. If necessary, replace ink cartridges. See Replacing Ink Cartridges.

• Select Standard as Platen Gap in the Paper Configuration dialog box. For Windows, see Paper Configuration. For Mac OS X, see Paper Configuration.

Blurry or smeared printout

Try one or more of these solutions:

• For Windows, check the Media Type setting in the Main menu. Make sure it is correct for the paper you are using. See Making Settings on the Main Menu.

For Mac OS X, check the Media Type setting in the Print Settings selected in the Print dialog. Make sure it is correct for the paper you are using. See Page Setup.

• If the paper you are using is not supported by the printer driver, make the paper thickness setting in the Menu mode. See CUSTOM PAPER.

• Make sure your paper is dry and the printable side is face-up. Also, make sure you are using the correct type of paper. See Paper for specifications.

• Ink may have leaked inside the printer; wipe the inside of the printer with a soft, clean cloth.

• Run the Head Cleaning utility. For Windows, see Cleaning the print head. For Mac OS X, see Cleaning the print head.

You can also clean the print head nozzles using the control panel. To clean the print head nozzles, press the Menu button for 3 seconds.

Color documents print in black only

Try one or more of these solutions:

• Make sure the color data settings in your application are correct.

• For Windows, make sure Color or Color/B&W Photo is set in the Main menu. See Making Settings on the Main Menu.

For Mac OS X, make sure Color or Color/B&W Photo is set in the Print Settings selected in the Print dialog. See Color.

Printing could be faster

Try one or more of these solutions:

• Select High Speed on the Advanced dialog box. For Windows, see Making Advanced setting. For Mac OS X, see Advanced Settings.

• For Windows, select the Automatic mode and move the slider towards Speed in the Main menu to increase print speed. See Making Settings on the Main Menu.

For Mac OS X, select Automatic mode and move the slider towards Speed in the Print Settings selected in the Print dialog to increase print speed. See Mode.

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• Do not run too many applications at the same time. Close any applications you are not using.

• Change the interface card of your computer to IEEE1394 or USB 2.0.

• Delete unnecessary files to make room on your hard disk drive.

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Roll paper cannot be cut

Try one or more of these solutions:

• Make sure that paper cutter cover is set correctly. See Replacing the Paper Cutter.

• Make sure that the Roll Auto Cut On is selected as the Paper Source on the LCD. If not, press the Paper Source button to select it.

• Make sure that Normal Cut, Single Cut, or Double Cut is selected as the Auto Cut in the printer driver. For Windows, see Making the Auto Cut setting. For Mac OS X, see Auto Cut.

• Cut the roll paper by hand if necessary. Check that the paper thickness of the roll paper loaded in the printer matches the paper specification (see Paper). If so, the paper cutter may be blunt and require replacement. See Replacing the Paper Cutter.

Paper feed or paper jam problems occur frequently

Try one or more of these solutions:

• Before loading paper and guiding it through the paper insertion slot, adjust paper suction.

To adjust the paper suction using the printer driver, see Paper Configuration for Windows, or see Paper Configuration for Mac OS X.

To adjust the paper suction using the control panel, see CUSTOM PAPER.

• Make sure the paper is not folded or wrinkled.

• Make sure the paper is flattened.

• Make sure printing occurs within the operational temperature range.

• Make sure the paper is not damp.

• Make sure the paper is not too thick or too thin. See Paper.

• Make sure no foreign objects are inside the printer.

• For Windows, check the Media Type setting in the Main menu. Make sure it is correct for the paper you are using. See Making Settings on the Main Menu.

For Mac OS X, check the Media Type setting in the Print Settings selected in the Print dialog. Make sure it is correct for the paper you are using. See Page Setup

• Make sure that the platen gap setting matches your paper. You can change the platen gap setting in the PRINTER SETUP of the Menu mode. See PLATEN GAP.

• For non-Epson special media, check the paper type selected in the CUSTOM PAPER of the Menu mode. See Making the paper settings.

Whenever loading non-Epson special media, test if the paper can be loaded correctly before printing.

To clear Paper jams, see Clearing paper jams.

Roll paper does not eject properly

Roll paper is wound tightly and may feed with a curl. If so, attach the paper guides to the printer.

When feeding paper forward

Attach the paper guides to the printer so they rest on the front of the paper basket.

When feeding paper backward

When you feed the roll paper backward, gently pinch the upper part of each paper guide and push it to the back position to allow the printout to come out properly.

Clearing paper jams

To remove jammed paper, follow these steps:

If you do not resume printing afterwards, make sure the print heads are in the home (far right) position. If not, turn the printer on, wait until the print heads move to the home position, then turn off the printer.

Troubleshooting on the Optional Auto Take-up Reel Unit

Try one or more of these solutions:

• The roll paper may not have sufficient slack around the auto take-up reel unit. Make sure that there is adequate slack between the roll paper and the take-up reel core. See Loading roll paper onto the take-up reel core.

• The Auto switch on the auto take-up reel unit may not be positioned for the direction you want. Select a direction using the Auto switch on the control box. See Taking-up your prints.

• If the Sensor light flashes slowly when you are not printing, there may be an external obstacle between the emitter and detector, or sensor adjustment may not be set properly. Check for an obstacle in the space where the paper is needed for taking up, or adjust the sensor position. See Adjusting the sensor.

• If the Sensor light is still flashing, the printer will print the job for approximately three meters and stop printing. Set the paper lever to the released position, then check that the roll paper is set properly and that there is no external obstruction in the sensor detection area. If the roll paper is not set properly, wind the excess paper up and set the paper lever to the secured position.

• If the Sensor light is flashing rapidly, the auto take-up reel unit is locked. Turn the printer OFF and ON again.

• If the Sensor light is off, the sensor cable may not be connected properly. Check the connection of the sensor cables.

Contacting Customer Support

If your Epson product is not operating properly and you cannot solve the problem using the troubleshooting information in your product documentation, contact customer support services for assistance.

Customer support will be able to help you much more quickly if you give them the following information:

• Product serial number
  (The serial number label is on the back of the printer.)

• Product model

• Product software version
  (Click About, Version Info, or similar button in the product software.)

• Brand and model of your computer

• Your computer operating system name and version

• Names and versions of the software applications you normally use with your product

Where To Get Help

Epson provides technical support and information on the installation, configuration, and operation of professional printing products through the Epson PreferredProtection Plan. Dial (888) 377-6611, 6 AM to 6 PM, Pacific Time, Monday through Friday. Support hours and days are subject to change without notice.

Before you call, make sure you have your Unit ID number, which is included with the Epson Preferred Protection Plan information that came with your printer. You'll also need your printer serial number and proof of purchase.

Epson also provides technical assistance 24 hours a day through the World Wide Web. You can reach Epson Support at http://support.epson.com. At this site, you can download drivers, firmware, and other files, look at product documentation, access troubleshooting information, and receive technical advice through e-mail.