Reference Guide

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Help
Safety
Contents

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

Message

Description

What to do

UNABLE TO PRINT

MAKE SURE PAPER IS LOADED

An error may be occurring when you try to print patterns such as nozzle check or head alignment.

Exit the TEST PRINT menu first, and then solve the error displayed on the LCD. Finally, try to print patterns again.

MAINTENANCE TANK NEARLY FULL

The maintenance tank is almost full.

Replace the maintenance tank with a new one. See Replacing the Maintenance Tank.

INK LOW

The ink cartridge is nearly empty.

Replacement of the ink cartridge is nearly needed.
Although you can continue printing in INK LOW situation, the print quality may decline.

MAINTENANCE REQUEST nnnn

A part used in the printer has nearly reached the end of its life. "nnnn" shows the code of the part.

Note the code and contact your dealer. See Contacting Customer Support.

PAPER LOW

The roll paper is almost finished.

Replace the roll paper with a new one. See Using Roll Paper.

POWER CLEANING

YOU MUST MOVE INK LEVERS WHEN CLEANING

Power cleaning is required.

To perform power cleaning, select YES and follow the messages on the LCD.

CLEANING ERROR

REMOVE THICK PAPER

Cleaning cannot be executed because thick paper is loaded.

Remove the thick paper, and then move the paper lever to the secured position.

The printer could not feed the printout.

Remove the printout.

CLEANING ERROR

PRESS PAUSE BUTTON

The nozzles are still clogged.

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

SENSOR ERROR

LOAD DIFFERENT PAPER

The loaded paper does not match the paper type selected.

Match the loaded paper with the paper type. See Buttons.

PAPER EJECT ERROR

REMOVE PAPER FROM PRINTER

Paper still remains in the printer.

Release the paper lever, and then remove the paper from the printer. Finally, set the paper lever to the secured position.

PAPER OUT

LOAD PAPER

No paper is loaded in the printer.

Load paper correctly.

The roll paper is out while printing is in progress.

Load a new roll paper.

BORDERLESS ERROR

LOAD CORRECT SIZE PAPER

An A2 size cut sheet media or roll paper that does not support the borderless printing has been installed for borderless printing.

Install a different size of cut sheet media or roll paper. See Making the Borderless setting for Windows, or Performing Borderless Printing for Mac OS X.

PAPER ERROR

LOAD PAPER PROPERLY

The printer cannot detect the loaded cut sheet media, because it is wavy or curled.

Flatten the cut sheet media.

The printer cannot detect the loaded paper.

Move the paper lever.

PAPER SKEW

LOAD PAPER PROPERLY

The paper is not loaded straight, and needs to be aligned.

Release the paper lever, and then set the paper properly. Finally, set the paper lever to the secured position. See Loading roll paper.

PAPER CUT ERROR

REMOVE UNCUT PAPER

Paper is not cut correctly when Roll Auto Cut On is selected.

Release the paper lever, and then remove the uncut paper. Finally, set the paper lever to the secured position.

The paper cutter may not be installed correctly. See Replacing the Paper Cutter.

Paper cutter may be blunt. Replace the paper cutter. See Replacing the Paper Cutter.

COMMAND ERROR

CHECK DRIVER SETTINGS

Damaged data was sent to the printer.

Stop printing, and then press the Pause button for 3 seconds.

The printer received data with an incorrect command.

The installed printer driver is not correct for the printer.

Stop printing, and then press the Pause button for 3 seconds. Finally, make sure that the installed printer driver is correct for the printer.

MISMATCH ERROR

MAKE SURE THAT THE INK CARTRIDGE AND DRIVER SETTINGS MATCH

The cartridge option of the printer driver has not been changed yet.

Stop printing, and then press and hold the Pause button for 3 seconds. Finally, select the correct ink cartridge in the printer driver according to the actual ink cartridge installed in the printer. See Updating the printer driver information. If you want to continue printing, press the Pause button.

A non-Epson ink cartridge is installed.

Press the Pause button for 3 seconds to cancel printing. If you want to continue printing, press the Pause button.

PAPER SETTING ERROR

LOAD ROLL PAPER

The roll paper is not set correctly.

Load the roll paper correctly, and then select Roll Auto Cut On or Roll Auto Cut Off . See Loading roll paper.

CONVERSION CRTG LIFE

CONVERSION CRTG NEAR END OF SERVICE LIFE

The conversion cartridge needs to be replaced soon. (The remaining service life of the conversion cartridge appears on the LCD.)

Press the Pause button.

CONVERSION CRTG LIFE

REPLACE CONVERSION CRTG WITH A NEW ONE

The conversion cartridge needs to be replaced.

Replace the conversion cartridge with a new one, or complete the replacement of the Black ink by pressing the Pause button.

PAPER SETTING ERROR

LOAD CUT SHEET PAPER

The paper path is wrong.

Load the appropriate cut sheet paper.

INK OUT

INSTALL NEW CARTRIDGE

The ink cartridge is empty.

Replace the empty ink cartridge with a new one. See Replacing Ink Cartridges.

INK CARTRIDGE ERROR

CHECK CARTRIDGE

An ink cartridge with the wrong product code is installed.

Remove the ink cartridge, and then install an ink cartridge with the correct product code. See Consumable Products.

The wrong Black ink cartridge (either Matte Black or Photo Black) is installed.

Remove the Black ink cartridge, and then install the correct one. Or, press the Pause button to execute the Black ink replacement to change the Black ink information of the printer.

INK CARTRIDGE ERROR

BK INK CHANGE

The black ink needs to be changed.

Select YES to change the black ink; otherwise, select NO. See Converting the Black Ink Cartridges.

INK CARTRIDGE ERROR

INSTALL CORRECT CARTRIDGE

An ink cartridge that cannot be used with this printer is installed.

Remove the ink cartridge, and then install an ink cartridge that can be used with this printer. See Consumable Products.

INK CARTRIDGE ERROR

REPLACE CARTRIDGE

CSIC error has occurred.

Remove the ink cartridge and then reinstall it. If this message appears after you reinstall the ink cartridge, replace it with a new one. See Replacing Ink Cartridges.

NO CARTRIDGE

INSTALL INK CARTRIDGE

No ink cartridge is installed.

Install an ink cartridge.

MAINT TANK FULL

REPLACE THE LEFT SIDE MAINTENANCE TANK

The left side maintenance tank is full.

Replace the left side maintenance tank with a new one. See Replacing the Maintenance Tank.

MAINT TANK FULL

REPLACE THE RIGHT SIDE MAINTENANCE TANK

The right side maintenance tank is full.

Replace the right side maintenance tank with a new one. See Replacing the Maintenance Tank.

MAINT TANK FULL

REPLACE THE MAINTENANCE TANK

The maintenance tank is full.

Replace the maintenance tank with a new one. See Replacing the Maintenance Tank.

MAINT TANK NEAR FULL

REPLACE THE RIGHT SIDE MAINTENANCE TANK

The right side maintenance tank is almost full.

Replace the right side maintenance tank with a new one. See Replacing the Maintenance Tank.

MAINT TANK NEAR FULL

REPLACE THE MAINTENANCE TANK

The maintenance tank is almost full.

Replace the maintenance tank with a new one. See Replacing the Maintenance Tank.

INK LEVER

LOWER THE LEFT INK LEVER

The ink lever on the left ink compartment is raised.

Lower the ink lever on the left ink compartment.

INK LEVER

LOWER THE RIGHT INK LEVER

The ink lever on the right ink compartment is raised.

Lower the ink lever on the right ink compartment.

COVER OPEN

CLOSE COVER

The front cover is open.

Close the front cover.

LEVER RELEASED

LOAD PAPER

The paper is not loaded.

Load the paper.

LEVER RELEASED

LOWER THE PAPER SET LEVER

The paper lever is in the released position.

Move the paper lever to the secured position.

INK CARTRIDGE

INSTALL INK CARTRIDGE

The ink lever is raised, but no ink cartridge is installed.

Install the ink cartridge, and then lower the ink lever.

PAPER JAM

REMOVE PAPER

Paper is jammed in the printer.

Release the paper lever first, and then remove the jammed paper. Turn the printer off, leave it for a while, and then turn it on again. See Clearing paper jams.

NO MAINTENANCE TANK

INSTALL THE LEFT SIDE MAINTENANCE TANK

The left side maintenance tank is not set in the printer.

Install the left side maintenance tank.

NO MAINTENANCE TANK

INSTALL THE RIGHT SIDE MAINTENANCE TANK

The right side maintenance tank is not set in the printer.

Install the right side maintenance tank.

NO MAINTENANCE TANK

INSTALL THE MAINTENANCE TANK

The maintenance tank is not set in the printer.

Install the maintenance tank.

F/W INSTALL ERROR

UPDATE FAILED
RESTART THE PRINTER

The printer fails to update the FirmWare.

Restart the printer, and then update the FirmWare again.

I/F CARD ERROR

CHECK CARD TYPE

The installed interface card cannot be used with this printer.

Turn the printer off. Next, remove the interface card, and then install an interface card that can be used with this printer. See Options.

CARRIAGE LOCKED

RELEASE THE CARRIAGE LOCK

The print head is locked.

Remove the metal plate on the left side of the print head to release the print head.

PRINTER ERROR

RESTART THE PRINTER

An error has occurred.

Turn off the printer by pressing the Power button. Then turn it back on.

SERVICE CALL ERROR

nnnnnnnn

The print head is locked.

Remove the metal plate on the left side of the print head to release the print head.

A fatal error has occurred.

Turn the printer off, leave it for a while, and then turn the printer on again. If this message appears on the LCD again, note the code and then contact Epson. See Contacting Customer Support.


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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.

Caution:
If the supplied voltage and rated 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:

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 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 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

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 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 printer sounds like it is printing, but nothing prints

Try one or more of these solutions:


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Printouts are not what you expected

Incorrect, garbled characters, or blank pages print

Incorrect margins

Try one or more of these solutions:

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:

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.

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:

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.


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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 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.

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.

Vertical misalignment or banding

Try one or more of these solutions:

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.

Faint printout or gaps

Try one or more of these solutions:

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.

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.

Blurry or smeared printout

Try one or more of these solutions:

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.

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:

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:

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.

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:

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:

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.

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

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 and five for EPSON Stylus Pro 9800.


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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

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.


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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:


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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.

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

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.


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Version 1.00E, Copyright © 2003, SEIKO EPSON CORPORATION