User's Guide

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Problem Solver

Troubleshooting

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

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The printer does not turn on or stay on

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

• 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 rating 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.

Caution:

If the supplied voltage and rating voltage do not match, do not plug the printer back in again, as damage may occur.

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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

Click Start, click Control Panel, click Printers and Other Hardware, and then click Printers and Faxes.

Right-click EPSON Stylus Pro XXXX.

Select Set As Default Printer, then close the window.

For Windows Me, 98, and 2000

Click the Start button, point to Settings and select Printers.

Right-click EPSON Stylus Pro XXXX in the Printers window.

Select Set As Default, then close the Printers window.

For Mac OS 9.x

Click the Apple menu and select Chooser. If the SPro XXXX printer icon can be seen, the printer driver is correctly installed.

Make sure EPSON Stylus Pro XXXX is selected for the printer port.

For Mac OS X

Make sure that the printer driver Stylus Pro XXXX is correctly added to the Print Center (for Mac OS X 10.2.x) or Printer Setup Utility (for Mac OS X 10.3.x), and the correct one is selected in the Print Center or 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

Click Start, click Control Panel, click Printers and Other Hardware, and then click Printers and Faxes.

Right-click EPSON Stylus Pro XXXX, then select Properties.

Click the Ports tab.

Make sure that your printer port is selected.

For Windows Me or 98

Click Start, point to Settings, and then select Printers.

Right-click EPSON Stylus Pro XXXX in the Printers window, then select Properties.

Click the Details tab.

Make sure that your printer driver is selected in the Print using the following driver list. Then select the port to which your printer is connected in the Print to following port list.

For Windows 2000

Click Start, point to Settings, and then select Printers.

Right-click EPSON Stylus Pro XXXX in the Printers window, then select Properties.

Click the Ports tab.

Make sure that your printer port is selected.

The USB printer device driver or the printer software may be incorrectly installed (Windows Me and 98 only)

If you canceled the plug-and-play driver installation in Windows Me or 98 before the procedure was complete, the USB printer device driver or the printer software may be incorrectly installed.

To ensure that the driver and printer software are installed correctly, follow the steps below.

Note:

The printer driver screens that appear in this procedure are for Windows 98. The appearance of the Windows Me printer driver screens differ only slightly.

Click the Start button, point to Settings, and then click Printers. Make sure that the icon for your printer appears in the Printers window.

Select the icon of your printer, and click Properties on the File menu.

Click the Details tab.

If EPUSBX: (EPSON Stylus Pro XXXX) appears in the Print to the following port list, then the USB printer device driver and printer software are installed correctly.

If the correct port is not displayed, proceed to the next step.

Click the Device Manager tab.

If your drivers are correctly installed, EPSON USB Printer Device should appear on the Device Manager menu.

If EPSON USB Printer Devices does not appear on the Device Management menu, click the plus (+) sign beside Other devices to view the installed devices.

If USB Printer or EPSON Stylus Pro XXXX appears under Other devices, the printer software is not installed correctly. Proceed to step 5.

If neither USB Printer nor EPSON Stylus Pro XXXX appears under Other devices, click Refresh or unplug the USB cable from the printer, and then plug it into the printer again. Once you have confirmed that these items appear, proceed to step 5.

Under Other devices, select USB Printer or EPSON Stylus Pro XXXX, and click Remove. Then click OK.

When the following dialog appears, click OK.

Click OK to close the System Properties dialog.

Uninstall the printer software. See Uninstalling the printer driver.

The printer driver does not have enough available memory (for Mac OS 9.x only)

To increase the available memory in your Macintosh, select Control Panel from the Apple menu and double-click the Memory icon. You can increase the size of RAM cache or virtual memory to increase total available memory. Also quit all unnecessary applications.

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 9.x, 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.

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Printouts are not what you expected

Incorrect, garbled characters, or blank pages print

Try one or more of these solutions:

• For Windows, clear any stalled print jobs from the Progress Meter. See Using the EPSON Spool Manager.

For Mac OS 9.x, clear any stalled print jobs from the EPSON Monitor IV. See Managing print jobs using EPSON Monitor IV.

• If the problem persists, 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.

• 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.

For Mac OS 9.x, check the Borderless setting in the Page Setup dialog. Make sure they are correct for the paper size you are using. See Making Settings in the Page Setup Dialog.

• 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 9.x, turn off the Flip Horizontal setting in the Advanced dialog. 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 9.x, 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 9.x, select ColorSync to color match your system in the Advanced dialog. See Making Advanced setting.

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.

• You can produce sharper images with more vivid colors.

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

For Mac OS 9.x, select PhotoEnhance in the Advanced dialog. See Making Advanced setting.

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

Mac OS 9.x, select Color Controls in the Advanced dialog, 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.

• Mac OS 9.x, make sure your application and data reading devices support the ColorSync system when you are selecting ColorSync in the Advanced dialog. See Making Advanced setting.

A ruled line shifts

Perform the print head alignment. For Windows, see Aligning the print head. Mac OS 9.x, 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 9.x, 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 9.x, if you use Epson special media, check the Media Type setting in the Print dialog. See Making Settings in the Print Dialog.

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.

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Print quality could be better

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

Horizontal banding	Vertical misalignment or banding
Faint printout or gaps	Faint printout or gaps
Blurry or smeared 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 9.x, check the Media Type setting in the Print dialog. Make sure it is correct for the paper you are using. See Making Settings in the Print Dialog.

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 9.x, 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 9.x, see 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 9.x, turn off the High Speed setting in the Advanced dialog. 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 9.x, 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 9.x, check the Media Type setting in the Print dialog. Make sure it is correct for the paper you are using. See Making Settings in the Print Dialog.

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 9.x, 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 9.x, 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 9.x, check the Media Type setting in the Print dialog. Make sure it is correct for the paper you are using. See Making Settings in the Print Dialog.

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 9.x, 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.

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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 9.x, make sure Color or Color/B&W Photo is set in the Print dialog. See Making Settings in the Print Dialog.

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.

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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 9.x, 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 9.x, select the Automatic mode and move the slider towards Speed in the Print dialog to increase print speed. See Making Settings in the Print Dialog.

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.

• 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.

Note:

IEEE1394 and USB 2.0 are available only with the following OS.

IEEE 1394:   Windows XP, Me, 2000   Mac OS 9.x   Mac OS X

USB 2.0:   Windows XP, 2000

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

Note for Windows:

Your computer may not have enough memory. For further tips, see Increasing the Print Speed.

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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 9.x, 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.

Note:

If you use roll paper other than Epson special media, see the user documentation included with the paper, or contact your supplier.

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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, see Paper Configuration for Mac OS 9.x, 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 9.x, check the Media Type setting in the Print dialog. Make sure it is correct for the paper you are using. See Making Settings in the Print Dialog.

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.

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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.

Caution:

The paper guides only need to be used when the paper feeds with a curl; otherwise your printouts may be damaged.

Note:

There are two paper guides for EPSON Stylus Pro 7800/7400 and five for EPSON Stylus Pro 9800/9400.

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When feeding paper forward

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

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When feeding paper backward

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

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Clearing paper jams

To remove jammed paper, follow these steps:

If roll paper is jammed, cut the paper at the paper insertion slot.

Set the paper lever to the released position to release the paper.

Open the front cover if necessary.

Carefully pull down the jammed paper.

Note:

Do not touch the circuit board attached to the printer head when handling the jammed paper.

Close the front cover, if necessary, then press the Power button to turn the printer off and back on.

Make sure that the Paper check light is on and PAPER OUT. LOAD PAPER is displayed on the LCD panel. To load the paper, see Using Roll Paper or Using Cut Sheet Media.

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.

Caution:

If the print heads are not left in the home position, print quality may decline.

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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.

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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. If customer support for your area is not listed below, contact the dealer where you purchased your product.

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 usually on the back of the product.)

• 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

For users in Australia

Epson Australia wishes to provide you with a high level of customer service. In addition to your product documentation, we provide the following sources for obtaining information:

Your Dealer

Don't forget that your dealer can often help identify and resolve problems. The dealer should always be the first call for advise on problems; they can often solve problems quickly and easily as well as give advise on the next step to take.

Internet URL http://www.epson.com.au

Access the Epson Australia World Wide Web pages. Worth taking your modem here for the occasional surf! The site provides a download area for drivers, Epson contact points, new product information and technical support (e-mail).

Epson Faxback Service

Epson Faxback service will fax you the latest specifications for most Epson products offered in Australia. Phone (02) 9903 9075 and the system will guide you through a number of choices before faxing the information to your fax machine.

Epson Helpdesk

Epson Helpdesk is provided as a final backup to make sure our clients have access to advise. Operators on the Helpdesk can aid you in installing, configuring and operating your Epson product. Our Pre-sales Helpdesk staff can provide literature on new Epson products and advise where the nearest dealer or service agent is located. Many types of queries are answered here.

The Helpdesk numbers are:

We encourage you to have all the relevant information on hand when you ring. The more information you prepare, the faster we can help solve the problem. This information includes your Epson product documentation, type of computer, operating system, application programs, and any information you feel is required.

For users in Singapore

Sources of information, support, and services available from Epson Singapore are:

World Wide Web (http://www.epson.com.sg)

Information on product specifications, drivers for download, Frequently Asked Questions (FAQ), Sales Enquiries, and Technical Support via e-mail are available.

Epson HelpDesk (Phone: (65) 6586 3111)

Our HelpDesk team can help you with the following over the phone:

• Sales enquiries and product information

• Product usage questions or problem

• Enquiries on repair service and warranty

For users in Thailand

Contact for information, support, and services are:

World Wide Web (http://www.epson.co.th)

Information on product specifications, drivers for download, Frequently Asked Questions (FAQ), and e-mail are available.

Epson Hotline (Phone: (66)2-670-0333)

Our Hotline team can help you with the following over the phone:

• Sales enquiries and product information

• Product usage questions or problem

• Enquiries on repair service and warranty

For users in Indonesia

Contacts for information, support, and services are:

World Wide Web (http://www.epson.co.id)

• Information on product specifications, drivers for download

• Frequently Asked Questions (FAQ), Sales Enquiries, questions through e-mail

Epson Hotline

• Sales enquiries and product information

• Technical support

Epson Service Center

For users in Hong Kong

To obtain technical support as well as other after-sales services, users are welcome to contact Epson Hong Kong Limited.

Internet Home Page

Epson Hong Kong has established a local home page in both Chinese and English on the Internet to provide users with the following information:

• Product information

• Answers to Frequently Asked Questions (FAQs)

• Latest versions of Epson product drivers

Users can access our World Wide Web home page at:

http://www.epson.com.hk

Technical Support Hotline

You can also contact our technical staff at the following telephone and fax numbers:

For users in Malaysia

Contacts for information, support, and services are:

World Wide Web (http://www.epson.com.my)

• Information on product specifications, drivers for download

• Frequently Asked Questions (FAQ), Sales Enquiries, questions through e-mail

Epson Trading (M) Sdn. Bhd.

Head Office.

Epson Helpdesk

• Sales enquiries and product information (Infoline)

• Enquiries on repair services & warranty, product usage and technical support (Techline)

For users in India

Contacts for information, support, and services are:

World Wide Web (http://www.epson.co.in)

Information on product specifications, drivers for download, and products enquiry are available.

Epson India Head Office - Bangalore:

Epson India Regional Offices:

Toll Free Telephone Support

To learn more about Epson products or to avail service support, please call 1600 440011. This is a toll-free number and can be accessed (9 A.M to 9 P.M) anywhere in the country.

For users in the Philippines

To obtain technical support as well as other after sales services, users are welcome to contact the Epson Philippines Corporation at the telephone and fax numbers and e-mail address below:

World Wide Web (http://www.epson.com.ph)

Information on product specifications, drivers for download, Frequently Asked Questions (FAQ), and E-mail Enquiries are available.

Epson Helpdesk (Phone: (63) 2-813-6567)

Our Hotline team can help you with the following over the phone:

• Sales enquiries and product information

• Product usage questions or problems

• Enquiries on repair service and warranty

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