9. Troubleshooting

Please read this section carefully. It can help you solve common problems in the printing process. If the problems that arise remain, 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 output bin is fully closed.

• The paper is correctly loaded into the tray.

• The interface cable is correctly connected between the printer and the computer.

• The correct printer driver is selected and installed properly.

• The computer port is properly configured and is connected to the proper printer port.

9.1. Clearing Jammed Paper

| Note: | • Remove the jammed paper in accordance with the following steps: close the output bin and tidy the paper in the feeder tray. The printer will then automatically resume printing. If the printer cannot automatically start printing, press the Cancel button. • If the printer still does not start printing, check whether all the jammed paper inside the printer is 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.

Please follow the following steps to clear the jammed paper if you are prompted by the LCD that there is a paper jam:

1) Raise the scanning platform ① until it is locked.

2) Open the output bin ② by the upper right ridge ① of the concave section.

3) Remove the toner cartridge along the guides.

4) Gently draw the jammed paper out along the paper output orientation.

5) After removing the jammed paper, insert the toner cartridge into the printer along the guides until you hear a click assuring you that the toner cartridge is fully inserted.

6) Put the paper in the tray neatly to carry out the next print until the indicator resumes
print-ready status.

7) 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.

9.2. Error Message

Error Message | Cause | Measure
Please Close Output Bin | The output bin is not fully closed. | Close Output Bin.
Toner cartridge is not detected | Toner cartridge is not properly installed or is damaged. | Properly install or replace the toner cartridge.
Toner Low | Cartridge toner is insufficient. | Replace the toner cartridge.
Toner cartridge has expired | Cartridge toner is exhausted. | Replace the toner cartridge.
Paper Empty | No print paper is loaded Incorrect loading of paper. | Please correctly load the print paper.
Feed Jam | The print paper is loaded incorrectly. The paper is outside of the specification range. | Please correctly load the print paper.
Middle jam | The print paper is loaded incorrectly. | Please correctly load the print paper.
Exit jam | The print paper is loaded incorrectly.. | Please correctly load the print paper.
Scanner is Busy | There are other job tasks. | Please cancel the current job task or wait for the completion of other job tasks.
Scan Failed | Scanner internal failure. | Please contact Pantum Customer Service.

| Note: | • If the problem remains, please contact Pantum Customer Service.

9.3. Common Troubleshooting

9.3.1. Common Problems

Problem Type | Problem | Cause | Solution
Problems in printing | Poor print quality | See 9.3.3 Image Defects for details. | See 9.3.3 Image Defects for details.
Problems in copying | Failed to copy | The scanner is damaged. | Please contact Pantum Customer Service.
There are abnormal images on the copy | • The scanner is dirty or defective. • The toner cartridge is dirty or damaged. | • Clean the scanner. • Clean or replace the toner cartridge.
Problems with the printer | The printer does not work | • Power cord of the device is not properly connected. • Data cable of the device is not properly connected. • The print driver is installed incorrectly. • The printer selected is not suitable for printing. • The LCD screen prompts error messages. | • Ensure proper connection of the power cord. • Ensure proper connection of the data cable. • Properly install the printer driver. • Select the proper printer.
Online printing does not work | • Data cable of the device is not properly connected. • The printer driver is installed incorrectly. • Printer internal failure. | • Ensure proper connection of the data cable. • Reinstall the printer driver.
Problems in scanning | Scanning error | • Data cable of the device is not properly connected. • The scan driver is installed incorrectly. • The LCD screen prompts error messages. | • Ensure proper connection of the data cable. • Reinstall the scan driver.

Problems with handling paper | Paper feed failure | • The print media is loaded incorrectly. • The print media is beyond the use specification range. • The feed roller is dirty. | • Please correctly load the print media. If you use special print media for printing, please print with the manual feeder tray. • Please use the print media within the specification range. • Clean the feed roller
Paper jam | • There is too much paper in the tray. • The print media is beyond the use specification range. • There is foreign matter in the feed channel. • The feed roller is dirty. • Internal parts failure. | • Remove excess paper from the tray. If you print on special print media, please use the manual feeder tray. • Make sure to use the paper that meets specifications. If you print on special print media, please use the manual feeder tray. • Clean the feed channel. • Clean the feed roller.
Print multipage feed | • Excessive static electricity on the print media. • The print media is damp and sticks 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 new print media.

| Note: | • If the problem remains after the above operations, please contact Pantum Customer Service.

9.3.2. Software

Status | Recommended Solution
When the printer is connected, during the steps from installing to searching for printers, the driver file copying interface can not be accessed, and the installation can not be continued. | • When selecting a printer series, ensure to select the series the same as the printer and that which the printer is powered on. • Ensure that the USB interface cable is properly connected. • Download and reinstall the latest version of the driver. • If the problem remains, please contact the Pantum Customer Service Center.
"M5000-M6000 Series printer driver has not been successfully installed, please reinstall it." will be displayed by Pantum when copying the data. | If you select the Setup.exe file yourself, please ensure that the selected Setup file is consistent with the system bit, or quit the Setup program and click the Autorun.exe file to start the driver installation in accordance with corresponding steps. If the above operations do not fix the problem, please deal with it as described below: 1) Right click on the My Computer icon, select Manage, then Services and Applications, and then Services. 2) Select the print spooler service in the Services interface and manually enable the service. (The service is used to support the printer to print. To use the printer, make sure that the service is enabled.) 3) Restart the Autorun.exe file and finish the driver installation following the wizard.
The printer still does not work after completing the driver installation. | Installation files may be damaged. Clean up the residual driver files and download the latest driver corresponding to the printer, then install the new driver with the Autorun.exe file following the normal steps.

9.3.3. Image Defects

Problem | Cause | Solution
The printout is whitish or light | • Toner is low. • The print media does not meet use specification, such as the media is damp or too rough. • The resolution in the print program is set too low, the density is set too low, or Toner Save Mode is checked. • The toner cartridge is damaged. | • Please properly use the print media within the specification range. • Set the print resolution and the density in the program or uncheck Toner Save Mode.

Toner spots | • The toner cartridge is dirty or leaks toner. • The toner cartridge is damaged. • The print media that does not meet use specification, such as the media is damp or too rough, has been used. • The feed channel is dirty. • If toner spots appear on the copied or scanned pages, the platen glass may be dirty. • The scanner is dirty or damaged. | • Please use the print media within the specification range. • Clean the feed channel. • Clean the platen glass.
White spots | • The print media that does not meet use specification, such as the media is damp or too rough, has been used. • The feed channel is dirty. • The internal part of the toner cartridge is damaged. • The reflective glass of the laser inside the printer is dirty. • The scanner is damaged. | • Please use the print media within the specification range. • Clean the feed channel. • Clean the reflective glass of the laser.
Toner comes off | • The print media that does not meet use specification, such as the media is damp or too rough, has been used. • The inside of the printer is dirty. • The toner cartridge is damaged. • The parts inside the printer are damaged. | • Please use the print media within the specification range. If you use special print media, please print with the manual feeder tray. • Clean the inside of the printer.
Black vertical stripes | • The toner cartridge is dirty. • The parts inside the toner cartridge are damaged. • The reflective glass of the laser inside the printer is dirty. • The feed channel is dirty. • If black vertical stripes appear when copying or scanning, the scanner or the platen glass may be dirty. • Scanner LED has smudges. • The scanner is damaged. | • Clean the reflective glass of the laser at the back of the printer. • Clean the feed channel at the back of the printer. • Clean the scanner or the platen glass.

Black background (gray background) | • The print media that does not meet use specification, such as the media is damp or too rough, has been used. • The toner cartridge is dirty. • The parts inside the toner cartridge are damaged. • The feed channel is dirty. • The transfer voltage inside the printer is abnormal. • Scanning exposure. • If black background or gray background appears on the copied or scanned pages, the platen glass may be dirty. | • Please use the print media within the specification range. • Clean the feed channel inside the printer. • Please first close the cover on the manuscript, and then carry out copying and scanning. • Clean the platen glass.
Cyclical traces appear | • The toner cartridge is dirty. • The parts inside the toner cartridge are damaged. • The fuser component is damaged. | • Clean or replace the toner cartridge • Please contact Pantum Customer Service to repair and replace the fuser component.
Skewed pages | • The print media is loaded incorrectly. • The feed channel of the printer is dirty. | • Ensure correct loading of the print media. • Clean the feed channel inside the printer.
Wrinkled paper | • The print media is loaded incorrectly. • The print media does not meet use specification. • The feed channel inside the printer is dirty. • The fuser component of the printer is damaged. | • Ensure correct loading of the print media. • Please use the print media within the specification range. • Clean the feed channel inside the printer.
The back of the printout is dirty | • The toner cartridge is dirty. • The transfer roller inside the printer is dirty. • The transfer voltage inside the printer is abnormal. | • Clean or replace the toner cartridge • Clean the internal transfer parts of the printer.

Whole page dark | • The toner cartridge is installed incorrectly. • The inside of the toner cartridge is damaged. • Abnormal charge inside the printer; the toner cartridge is not charged. • If all-black image appears when copying and scanning, it could be scanning exposure, and the cover on the manuscript is not properly closed. • The scanner is damaged. | • Ensure correct installation of the toner cartridge. • Please first close the cover on the manuscript, and then carry out copying and scanning.
The toner does not adhere to the paper | • The print media that does not meet use specification, such as the media is damp or too rough, has been used. • The inside of the printer is dirty. • The toner cartridge is damaged. • The parts inside the printer are damaged. | • Please use the print media within the specification range. If you use special print media, please print with the manual feeder tray. • Clean the inside of the printer.
Horizontal stripes | • The toner cartridge is installed incorrectly. • The toner cartridge may be damaged. • The parts inside the printer are damaged. | • Ensure correct installation of the toner cartridge.

| Note: | • The above problems can be handled by cleaning or replacing the toner cartridge. If the problem remains, please contact Pantum Customer Service.