Solving Problems
Diagnosing Problems
Checking the LCD Screen
You can diagnose and solve most problems by checking the error messages on the LCD screen. If you can't solve the problems by checking the messages, use the following table and try the recommended solution.
Error message
|
Solution
|
A printer error has occurred. See your documentation.
|
Paper may be blocking movement of the print head. Turn off the printer, then lift up the printer cover and remove any jammed paper or other foreign objects. Also, make sure you've removed all of the packing material. Then turn the printer back on. If you still see this error message, contact Epson as described in Where to Get Help.
|
Waste ink pad in the printer is saturated. Contact your dealer to replace it.
|
Contact Epson as described in Where to Get Help.
|
Cannot recognize ink cartridges.
|
Make sure the ink cartridges are installed correctly. See Replacing an Ink Cartridge.
|
The document is too complex to print with Bluetooth.
|
See your Bluetooth device's documentation.
|
Data error. The document cannot be printed.
|
See the documentation for the device transmitting the data. This error occurs when the transmitting device does not send data properly.
|
Cannot recognize the device.
|
Make sure you've inserted your memory card correctly. If you connected a USB storage device, make sure you've inserted the storage disk correctly.
|
Cannot recognize the memory card or disk.
|
Make sure you've inserted the memory card or storage disk correctly. If so, check to see whether there is a problem with the card or disk.
|
A problem occurred while formatting. Formatting cancelled.
|
Retry the procedure. If the error reoccurs, there may be a problem with your memory card or storage disk. Check to see whether there is a problem with the card or disk, then try again.
|
An error occurred while saving. Save cancelled.
|
Cannot create a folder on the memory card or disk. Operation cancelled.
|
Insert a new memory card or storage disk and try again.
|
Print head cleaning failed.
|
Try cleaning the print head again. If the error message reoccurs, contact Epson as described in Where to Get Help.
|
Backup Error Error code XXXXXXXX
|
A problem occurred and backup was cancelled. Make a note of the error code and contact Epson as described in Where to Get Help.
|
Running an Operation Check
You can run an operation check to determine whether a problem comes from the printer itself or some other source.
Before you run an operation check, make sure the CD/DVD tray is not inserted in the printer, and make sure the front tray is in the paper (lower) position. Follow the instructions to reposition the front tray.
- Turn off both the printer and computer.
- Disconnect the USB cable from the printer.
- Make sure letter-size plain paper is loaded in the printer.
- Press the
On button to turn on the printer.
- Press the Setup button.
- Use the
or
button to select Maintenance, then press OK.
- Use the
or
button to select Nozzle Check, then press OK.
- Press the
Start button.
A test page prints showing the printer's ROM version number, an ink counter code, and a nozzle check pattern. (If the pattern has gaps, you need to clean the print head.)
- If the test page prints, the problem probably lies in your software settings, the cable, or your computer. It's also possible that your software may not be installed correctly. Follow the instructions in Uninstalling Your Software, then see your Start Here sheet for instructions on reinstalling the printer software.
- Turn off the printer after it prints the test page. Then reconnect the cable and turn on your printer and computer.
Problems and Solutions
Setup and Software Installation Problems
Tip:
It's a good idea to check Epson's support website periodically for free updates to your Epson Stylus Photo R380 printing software. Click the Driver Update button on the Maintenance tab in your Windows printer software or visit Epson's support website. Download instructions are posted for your convenience.
The printer makes noise after ink cartridge installation.
- The first time you install ink cartridges, the printer must charge its print head for about 2 minutes. Wait until charging finishes (when you see the message "Initialization is complete") before you turn off the printer, or it may charge improperly and use excess ink the next time you turn it on.
- Turn off the printer, then make sure the ink cartridges are inserted completely and the ink cartridge cover is closed completely. Also make sure no packing material remains in the printer. Wait a moment, then turn the printer back on.
You're having problems installing the software.
- Make sure your printer is turned on and the cable is securely connected at both ends. Then carefully follow the installation instructions on the Start Here sheet. Also make sure your system meets the requirements listed in System Requirements.
- Close your other programs, including any screen savers and virus protection software, and install the software again.
- If you're using Windows 2000 and you see an error message or your software doesn't install correctly, you may not have software installation privileges. Contact your System Administrator.
- If you're using Windows, make sure your system was not upgraded from Windows 95. The USB Printer Device Driver may not install correctly.
- If you are using a Macintosh and you do not see the printer name in the Format for menu on the Page Setup screen, you may need to set up your printer in the Printer Setup Utility or Printer Center. See the Start Here sheet for instructions.
- Make sure the USB Controller is working properly in Device Manager. See your Windows help system for details. If it's not working, contact your computer manufacturer.
Printing Problems
There are no error messages on the LCD screen, but nothing prints.
- Run an operation check. If the test page prints, make sure your software is installed correctly. You may need to uninstall your printer software and then reinstall it. See Uninstalling Your Software for instructions.
- Make sure there is no packing material in the printer.
- If you're trying to print a large image, your computer may not have enough memory. Try reducing the resolution of your image or printing the image at a smaller size. You may need to install more memory in your computer.
- If you print continuously for an extended period, the paper may temporarily stop feeding or the print head carriage may pause for a while to prevent the printer mechanism from overheating and being damaged. If this happens, you can continue to print but Epson recommends that you stop and leave the printer on for about 30 minutes. After 30 minutes, turn the printer off and on and it should print at normal speed.
The printer sounds as though it is printing, but nothing prints.
- If you're using Windows, make sure your printer is selected in the Print window. For Macintosh, make sure your printer is selected in the Page Setup and Print windows.
- Make sure the printer software settings are appropriate for the paper size you're using.
- The printer won't operate properly if it's tilted or at an angle. Place it on a flat, stable surface that extends beyond the printer base in all directions.
Your printer makes noise when you turn it on or after it has been sitting for awhile.
Your printer is performing routine maintenance.
You don't see the
icon in the lower right corner of your screen (taskbar) in Windows.
Try restarting your computer. If you still don't see the icon, follow these steps:
- Windows XP: Click Start, select Control Panel, then select Printers and Faxes (or Printers and Other Hardware and then Printers and Faxes).
Windows Me, 98SE, and 2000: Click Start, point to Settings, then select Printers.
- Windows XP and 2000: Right-click your printer icon and select Printing Preferences.
Windows Me and 98SE: Right-click your printer icon and select Properties.
- Click the Maintenance tab.
- Click the Speed & Progress button, then click the Monitoring Preferences button.
- Click the Shortcut Icon box. Then click OK in each of the open windows to close them.
Printing is too slow.
Make sure your system meets the requirements listed in System Requirements. If you're printing a high-resolution image, you need more than the minimum requirements listed. You may also need to:
- Clear space on your hard drive or run a defragmentation utility.
- Close programs that you're not using.
- Increase your system's memory.
- Uninstall the printer software and then reinstall it.
For the fastest printing, try these tips:
- Make sure the paper type selected in your printer settings is appropriate for the type of paper you're using.
- Select Grayscale in your printer settings if your document doesn't include color.
- For Windows, choose Draft as your Quality Option.
- For Macintosh, set the Quality/Speed slider to Speed.
- If your printer is connected to a USB hub, disconnect unused USB devices.
- If you're using Windows, you can also increase print speed by selecting certain settings in the Speed & Progress window:
- Right-click the
icon in the lower right corner of your screen (taskbar) and select Printer Settings.
Note:
If you don't see the icon, see You don't see the icon in the lower right corner of your screen (taskbar) in Windows.
- Click the Maintenance tab.
- Click the Speed & Progress button. The following screen appears:
The table below lists the Speed & Progress settings that affect print speed.
Speed & Progress Setting
|
Faster
|
Slower
|
High Speed Copies
|
On
|
Off
|
Always spool RAW datatype (Windows XP and 2000)
|
On
|
Off
|
Page Rendering Mode (Windows XP and 2000)
|
On
|
Off
|
Print as Bitmap (Windows XP and 2000)
|
On
|
Off
|
An ink error message appears after you replace the cartridge.
Make sure the ink cartridges are installed properly.
- Press the Setup button, use the
or
button to select Maintenance, then press OK.
- Use the
or
button to select Change Ink Cartridge, then press OK.
- Open the printer cover, then open the cartridge cover.
- Press each ink cartridge down (you may hear a cartridge click into place if it was incorrectly installed the first time).
- Close the cartridge cover and the printer cover.
- Press the OK button.
Print Quality Problems
You see banding (light lines).
- The print head nozzles may need cleaning.
- Make sure the printable side of the paper is face up. It's usually brighter or whiter.
- Make sure you're using genuine Epson ink cartridges and you use them within six months after you open the packages.
Your printout is blurry or smeared.
- Make sure your paper isn't damp or curled, or loaded face down (the printable side should be face up).
- Make sure your paper is not damaged, dirty, or too old.
- When printing on special paper, check the instructions in the paper package. You may need to use an included support sheet or load your paper one sheet at a time.
- Remove each sheet from the front tray as it is printed.
- Make sure your paper meets the specifications listed in Paper.
- Use Epson papers to ensure proper saturation and absorption of genuine Epson inks.
- Make sure you're using genuine Epson ink cartridges.
- The printer won't operate properly if it's tilted or at an angle. Place it on a flat, stable surface that extends beyond the printer base in all directions.
- The print head nozzles may need cleaning.
- Avoid handling printouts on glossy paper for a few hours to allow the ink to set.
- If ink smears on the back of a printout, clean the inside of the printer.
- If you are using double-sided paper and printing heavily saturated or dark images on the front side of the paper, you may notice that smudges or marks appear on the front when you print the second side. If one side of the paper will contain a lighter image or text, print that side first to eliminate marks or smudging.
- Clear the High Speed check box in your printer settings.
- Select Thick paper and envelopes in your printer settings:
Windows:
- Right-click the
icon in the lower right corner of your screen (taskbar) and select Printer Settings.
Note:
If you don't see the icon, see display the printer icon for instructions on making it appear.
- Click the Maintenance tab.
- Click the Printer and Option Information button, then click Thick paper and envelopes.
- Click OK, then click OK again.
Macintosh:
- Open the File menu in your program and select Print.
- Click Copies & Pages and select Extension Settings from the pop-up menu.
- Click Thick paper and envelopes, then click Print.
Your printout is faint or has gaps.
- The print head nozzles may need cleaning.
- Make sure your paper isn't damaged, old, dirty, or loaded face down. If it is, reload a new stack of paper with the printable side up; it is usually brighter or whiter than the other side. For best results, use genuine Epson paper.
You see wrong or missing colors.
- Clear the Grayscale setting in your printer settings (for Windows). Change the ink setting in your printer settings to Color (for Macintosh).
- The print head nozzles may need cleaning.
- If you're using Windows, try turning off the PhotoEnhance setting.
- For Macintosh, try using Automatic mode.
- After you print, the colors on your printout will take some time to set as the ink dries. During this time, the colors may look different than you expect. To reduce the drying time, avoid stacking your prints on top of each other.
- Your printed colors can never exactly match your on-screen colors. However, you can use a color management system to get as close as possible. Try using the ICM (Windows) or ColorSync (Macintosh) setting.
- For best results, use genuine Epson ink and paper.
Your printout is grainy.
- Make sure the printable side of the paper is face up. It's usually brighter or whiter.
- You may need to increase the image resolution or print it in a smaller size; see your software documentation.
Your printout has a slight slant.
- If you have selected Fast Economy in your advanced printer settings, select Economy instead.
- Make sure you have loaded the paper correctly. See Loading Paper.
There are scratches on your print.
If you're printing on glossy paper, prints may be scratched if not handled properly. Don't place objects on top of your prints, and be careful not to scratch them with your fingernails. For best results, frame your prints under glass.
Paper or CD/DVD Tray Feeding Problems
Paper doesn't eject fully or is wrinkled.
Paper doesn't feed correctly or jams in the printer.
- Make sure the paper support extension is pulled up.
- If paper doesn't feed, remove it from the sheet feeder. Reload it against the right edge, behind the tab, then slide the left edge guide against the paper, but not too tightly.
- If multiple pages feed at once, remove the paper from the sheet feeder, fan the edges to separate the sheets, then reload it.
- If paper jams and an error message appears on the LCD screen, press the
Start button to eject the jammed paper. If the error doesn't clear, turn the printer off and open the printer cover, then remove all the paper inside, including any torn pieces. Then close the printer cover, turn the printer on, reload the paper, and press the
Start button to resume printing.
- Heavily saturated prints may curl, causing a paper jam when printing on both sides of the paper.
If your paper loads incorrectly or jams frequently:
- Use new, smooth, high-quality paper, loaded printable side up. Make sure the paper is not curled, creased, wrinkled, too thin, or too old.
- Fan the edges of the stack of paper to separate the sheets.
- Don't load paper above the arrow mark inside the left edge guide.
- If you're using special paper, make sure you've followed any loading instructions that came with the paper. Also, make sure the number of sheets in the paper stack does not exceed the limit specified for the paper. For more information, see Special Papers.
- If you're printing on both sides of the paper, try loading fewer sheets.
- Store paper flat to prevent curling.
- The printer won't operate properly if it's tilted or at an angle. Place it on a flat, stable surface that extends beyond the printer base in all directions.
The CD/DVD tray is ejected or not fed correctly when a print job is sent.
Reinsert the CD/DVD tray correctly. See Inserting a CD or DVD.
CD/DVD Printing Problems
Images and text are not centered on the CD/DVD.
Adjust the Print position. For more information, see Adjusting the Print Position (Windows) or Adjusting the Print Position (Macintosh).
Ink smears on the CD/DVD or printing is too light.
- Make sure you're using ink jet-printable CDs or DVDs.
- Handle the disc carefully and allow the ink to dry for at least 24 hours before playing the disc or inserting it in a drive.
- Adjust the brightness or contrast. See the Epson Print CD on-screen help.
Printed CDs or DVDs are dirty.
Clean the rollers. For more information, see Cleaning the Rollers.
The CD/DVD won't feed into the printer.
Make sure you gently insert the CD/DVD tray along the base of the front tray until the arrow marks on the CD/DVD tray and the front tray match each other. Make sure both sides of the CD/DVD tray slide underneath the brackets on the front tray. For more information, see Inserting a CD or DVD.
Miscellaneous Printout Problems
The image is inverted, as if viewed in a mirror.
- Turn off the mirror setting in your application program.
- Turn off the Mirror Image setting in your printer settings:
Note:
(If you're printing on Epson Iron-on Cool Peel Transfer paper, the image should be inverted.)
Windows:
- Right-click the
printer icon in the lower right corner of your screen (taskbar) and select Printer Settings.
Note:
If you don't see the icon, see display the printer icon for instructions on making it appear.
- Click the Page Layout tab.
- If it's selected, click Mirror Image to turn the setting off, then click OK.
Macintosh:
- Open the File menu in your program and select Print.
- Click Copies & Pages and select Print Settings from the pop-up menu.
- Click Advanced.
- If it's selected, click Mirror Image to turn the setting off, then click Print.
The printer prints blank pages.
- If you're using Windows, make sure your printer is selected. For Macintosh, make sure your printer is selected in the Page Setup and Print windows.
- Make sure the printer software settings are appropriate for the paper size you're using.
- If you're using Windows, activate the Skip Blank Pages setting:
- Right-click the
printer icon in the lower right corner of your screen (taskbar) and select Printer Settings.
Note:
If you don't see the icon, see display the printer icon for instructions on making it appear.
- Click the Maintenance tab.
- Click the Speed & Progress button, then click Skip Blank Page.
- Click OK, then click OK again.
- The printer won't operate properly if it's tilted or at an angle. Place it on a flat, stable surface that extends beyond the printer base in all directions.
The margins are incorrect.
- Choose the correct margins for your paper size.
- If you're using a Macintosh, make sure you choose the same printer in the Page Setup window and the Print window.
- Use the Print Preview option in your printer software to check your margins before you print.
- Make sure the paper is positioned all the way to the right of the sheet feeder. Slide the left edge guide against the paper.
Output is not what you expect when printing borderless photos.
Too many copies are printing.
Make sure that the Copies option in your printer or application software is not set for multiple copies.
You see incorrect characters.
- Make sure the USB cable is securely connected and meets the system requirements. Then try printing again.
- If you're using Windows, make sure your printer is selected. For Macintosh, make sure your printer is selected in the Page Setup and Print windows.
- If you're using a switch box or USB hub with your printer, connect the printer directly to your computer instead.
The image size or position is incorrect.
- Your images may not match the width/height proportions of the paper size or layout you're using, and may be cropped to fit.
Uninstalling Your Software
You may need to uninstall and then reinstall your printer driver and utilities. For example, this might be necessary when you upgrade your operating system. You don't need to uninstall Epson Print CD, PhotoImpression, or your on-screen User's Guide.
Windows
Note:
Do not turn off or disconnect the printer while you are uninstalling the software.
- Turn off the printer and disconnect its USB cable from your computer.
- Click Start, and select Programs or All Programs.
- Point to Epson or Epson Printers, then select Epson Printer Software Uninstall.
- In the next window, select EPSON Stylus Photo R380 Series, and click OK. Then follow the on-screen instructions.
- Restart your computer, then see the Start Here sheet to reinstall your software.
Macintosh
- Quit all running applications.
- Insert the Epson printer software CD-ROM into your Macintosh.
- Open the Epson CD-ROM desktop icon.
- Double-click the English folder, then double-click the OSX folder.
Note:
You may have to scroll down to see these folders.
- Double-click the Installer icon.
Note: If the Authenticate dialog box appears, enter your password or phrase and click OK.
- When the Installer window appears, select Uninstall from the pop-up menu in the upper left and click Uninstall.
- Follow the on-screen instructions to uninstall the printer software.
Note:
If the name of your printer remains in the Print Center or Printer Setup Utility, select it from Printer List and click Delete.
- Restart your Macintosh, then see the Start Here sheet to reinstall your software.