Maintaining print quality

• Make sure that you are using the recommended media. Refer to Media hints and tips and All about media.

• Check if the printer's front panel message indicates replacing one or more consumables and replace it if necessary.

• To help you diagnose the problem (in the absence of a front panel message), print the Consumables Page or Service Print 1 from the Help Pages menu in the front panel.
  • Use the Consumables Page and Service Print 1 to diagnose and correct any print quality problems. If you need to call the Customer Support Hotline, always print the Consumables Page first; it contains useful diagnostic information.

  • Refer to the table Troubleshooting and print quality quick reference for examples of symptoms, probable causes, and solutions. The Phaser 560 Color Laser Printer Quick Reference Guide and the CD-ROM and World Wide Web topics contain color examples of some of the most common print artifacts to help diagnose and correct print quality problems.

Troubleshooting and print quality quick reference

Symptom	Possible Causes	Solution
Power indicator is blinking	The printer is receiving, processing or printing a job.	Wait for the job to be completed or cancel the job.
	You have entered the menu in the front panel.	Exit the menu.
Power indicator is off	The printer is not ready, is disabled, or has detected an error.	Read the front panel message to determine the printer's status.
Error indicator is on	Attention is required, but not immediately. For example, when the front panel reads <color>:low.	Correct the condition reported by the front panel.
Error indicator is blinking	The printer is stopped because it detected a user-correctable error such as an open door or a media jam.	Correct the condition reported by the front panel (e.g., close the door or clear the media jam).
	Error occurred that may be user-correctable.	Press the Info/More button for more information on the error condition.
	Error occurred that is not user-correctable.	Turn the printer off and back on again. If the indicator is still on after the power-up sequence, the printer requires service. See If you need help.
The front panel menu exits and returns to Ready without anyone pressing the button.	Front panel timeout: if no activity occurs in 5 minutes, the front panel returns to Ready.	Press Menu to enter the front panel menu.
Front panel reports: Jam at <Location>: See inside front door	Media jam.	To find the jam: refer to the paper path illustration on the inside front door label or refer to Clearing a media jam. To clear the jam: refer to the instructions in this chapter or in the Quick Reference Guide. Make sure that paper or transparencies are installed correctly and in the media-specific tray. See Adding paper or transparencies.
	Too much media is loaded in the media tray.	Reduce the amount of media to below the media level indicator on the media tray label.
	Media is wrinkled or curled.	Change the media.
	Media is too thick or too thin.	Use recommended media. Refer to Media hints and tips for more information. For media loaded in the Multi-Purpose Feeder, make sure that you have set the Media Thickness switch on the printer to accommodate thick, medium, or thin media.
Front panel reports: Waiting for <media>	The media installed is not what the printer is expecting.	Insert the appropriate media tray. Change the default media tray to match the desired media type; restart the printer. Cancel the job and check for the appropriate driver selection. If the message persists, call the Customer Support Hotline.
Front panel reports: Multi-Purpose Feeder: Load <media>		Load the indicated media type in the Multi-Purpose Feeder.
Front panel reports: <color>:low	The indicated color toner cartridge is almost empty.	Change the toner cartridge soon.
Front panel reports: Stopped: replace <color>	Indicated color toner cartridge is empty.	Replace the indicated color toner cartridge now; the printer stops until you replace the cartridge.
Consumables Page shows a single color (a) that is not uniform or Consumables Page shows a single color (b) with many vertical streaks (both light and dark) of slightly different density and non-uniform color.	The toner cartridge is nearly empty.	Replace the color toner cartridge.
Consumables Page appears faded in a single color.	The color density is set incorrectly in the front panel. or The toner cartridge is wearing out.	Check the density setting by printing the Color Reference Page in the Calibrate Colors menu in the front panel. Compare the settings to the examples on the Color Density Samples and, if necessary, adjust the density in the front panel. Refer to Controlling color density. Replace the color toner cartridge soon (depending on the complexity of your prints, you can continue to print up to 100 more pages).
A single color has a wide, light, vertical streak.	Toner cartridge is depleted.	Replace the color toner cartridge.
Service Print 1 shows small, repeating light or dark spots in a single color.	The color toner cartridge is damaged.	Replace the color toner cartridge.
A single color shows a light, repeating horizontal line.	The roller in the toner cartridge has a slight impression after long storage.	To fix the problem: Run 20-30 prints. The impression will disappear with continued time and use. To avoid the problem: Occasionally, or a day or two before installing a new toner cartridge, rotate the gear on the end of the cartridge by at least a quarter turn.
Front panel reports: Imaging unit:replace	The Imaging Unit is wearing out.	Replace the Imaging Unit soon.
Front panel reports: Imaging unit expired	The Imaging Unit is worn out.	Replace the Imaging Unit now; although it continues to function, the print quality is affected.
Prints are missing fine-line detail.	The Imaging Unit is worn out.	Replace the Imaging Unit.
Dark color spots and dark or light streaks appear in all colors.	The Imaging Unit is worn out.	Replace the Imaging Unit.
Consumables Page shows a straight, thin and even, light vertical line in all colors.	The photosensitive belt inside the Imaging Unit is scratched.	Replace the Imaging Unit.
On the Consumables Page, each color "bleeds" into the color band below it (the most visible is magenta in the yellow band).	The Imaging Unit's internal waste toner box is full.	Replace the Imaging Unit.
A single white spot appears in approximately the same vertical place on the page.	The Imaging Unit is damaged.	Replace the Imaging Unit.
A single, wide, light horizontal band appears in one place on the page (near the top) or all colors are faded.	The Imaging Unit was exposed too long to light.	Wait overnight and print the Consumables Page. If print quality hasn't changed, replace the Imaging Unit.
Large light spot(s) appear randomly in the Consumables Page, approximately on the same horizontal and vertical place or they move vertically from one print to another.	Fingerprint(s): someone has touched the underside of the Imaging Unit.	Print several pages until the artifacts fade.
A smear in the image repeats at the same location on the page .	A label from a sheet of labels has peeled off and stuck inside the Imaging Unit.	Replace the Imaging Unit.
One or more vertical, dark and even fine lines appear on the print through all colors.	The Imaging Unit is scratched. or The Fuser is damaged.	Replace the Imaging Unit; make sure that the old Imaging Unit is not exposed to light for more than 3 minutes. If a new Imaging Unit does not correct the problem: Put the old Imaging Unit back into the printer. Repack the new Imaging Unit. Replace the Fuser.
Front panel reports: Fuser:replace	The Fuser is wearing out.	Replace the Fuser soon.
Front panel reports: Fuser expired	The Fuser is worn out.	Replace the Fuser now; although it continues to function, the print quality is affected.
A piece of the printed image is missing and reappears out of place, approximately 129 mm (5 in.) down the page.	The Fuser's internal roller is not being consistently oiled. or The Fuser's internal roller is contaminated with toner particles.	Print 5-10 pages of blank pages to clean the roller. If you still see the problem: Replace the Fuser Roll. If you still see the problem: Replace the Fuser.
The surface of the printed image appears to have vertical scratches (visible by holding the print at an angle and observing the "shine" of the image). At first, the scratches appear only on the printed image; eventually, dark vertical scratches appear on the unprinted portion of the page.	The Fuser is wearing out.	Replace the Fuser (depending on your quality needs, you can continue to print until the dark vertical lines appear).
A piece of the printed image is missing and reappears out of place, approximately 129 mm (5 in.) down on the page.	The Fuser's internal roller is not being consistently oiled. or The Fuser's internal roller is contaminated with toner particles.	Print 5-10 pages of blank pages to clean the roller. If you still see the problem: Replace the Fuser Roll. If you still see the problem: Replace the Fuser.
Media frequently wraps around the Fuser.	The Fuser Roll is worn out.	Replace the Fuser Roll.
Light vertical streaks appear in all colors (most easily visible in yellow).	The Main Charge Grid is dirty.	Replace the Main Charge Grid. Complete instructions are packaged with the Main Charge Grid. Refer to Supplies and accessories for ordering information.
Dark and wavy vertical streaks appear in all colors (most easily visible in yellow).	The Main Charge Grid is dirty.	Replace the Main Charge Grid. Complete instructions are packaged with the Main Charge Grid. Refer to Supplies and accessories for ordering information.
The entire page prints in black, including the borders.	The cause is one of the following:	The solution is one of the following: Re-insert the Imaging Unit to correct the contact for the Main Charge Grid. Replace the Main Charge Grid with a new one. Call Service. See If you need help.
	Bad electrical contact for the Main Charge Grid.
	The Main Charge Grid is broken.
	Power supply high voltage.
Front panel reports: Transfer Kit:replace	The Transfer Kit is worn out.	Replace the Transfer Kit.
Toner spots appear on the back of the media.	The Transfer Kit is worn out.	Replace the Transfer Kit.
The page prints in black in the image area only (the borders are clear).	Either the image processor board or engine control board is not functioning properly.	Turn the printer off and back on again. If the problem persists, call Service. See If you need help.
The page is completely blank.	The problem could be with one of the following: Engine control board. Developer voltage. Laser scanning unit mirror.	Turn the printer off and back on again. If the problem persists, call Service. See If you need help.
Front panel reports: Printer Error ##	An error occurred that is not user-correctable.	Press the Info button on the front panel for more information on the problem. Press the button labeled More for suggestions on correcting the problem. Turn the printer off and back on again. If the error persists, call Service. See If you need help.
Thin horizontal stripes or a "weave" pattern appears in a complex image.	The printer has insufficient memory for an image of this complexity.	Increase the amount of memory. Refer to Memory upgrade. or Print the image at a lower resolution.

If you can't make a print

Symptom	Solution
Printer not operating	Make sure that you plugged in the printer and turned it on.
	Make sure that you connected the interface cable(s) properly.
	Print the Consumables Page from the front panel to verify that the controller board is functional.
	Verify that your print engine is functional by pressing the Test Print button (the blue pushbutton in the center of the back of the printer), and holding it down for 3 seconds.
	Verify that your printer can communicate: If you have a Macintosh Make sure that you have the correct PPD file installed and selected and that you have selected the printer in the Chooser. If the printer's name does not appear in the Chooser, your LocalTalk, EtherTalk, or TokenTalk connection may be faulty. (See also Printer doesn't appear in the Chooser (Macintosh).) You can use the Print Window command to send a file to the printer without using an application. If the communication link between your computer and the printer is working, the printer produces a directory listing of the active window on the desktop. If you have a PC Type this DOS command: echo %! > port echo showpage[Ctrl-D] > port Where [CTRL-D] indicates pressing the D key while holding down the CTRL key. Substitute the name of the printer port (for example COM1:, COM2:, LPT1:, LPT2:) for the variable port in this command. For example, if you are testing a parallel connection on LPT1, type: echo %! > lpt1: echo showpage[Ctrl-D] > lpt1: If the communication link between your computer and the printer is working, the printer ejects a blank page. If this occurs, but you cannot print from your application or through Windows, make sure that the appropriate driver is installed and that you have selected the printer correctly.
Printer doesn't appear in the Chooser (Macintosh)	Make sure that the printer is turned on and the cables are correctly attached.
	Check the termination (refer to the documentation for your network adapter or connector for information on termination).
	If you have changed the printer's name, make sure that you have given it a unique name (not the same as any other printer in the zone or on the network).
	Make sure that the correct network is selected in the Network Control Panel.
Power indicator blinks and stops, but the file does not print	This is probably the result of a PostScript error. Enable the PostScript error handler in the printer's front panel. For more information on using the PostScript error handler, refer to the topics on the printer's CD-ROM or the Tektronix World Wide Web site.
Printer will not power up to Ready	This may be the result of an unterminated network connection. The printer sees network activity, but is unable to successfully connect.
Print job does not finish (the printer times out)	If you are using the serial or parallel port from a PC, make sure that you used the MODE command to set the PC's communication parameters. For example: MODE LPT1:,,P > NUL MODE COM1:9600,N,8,1,P The P parameter in these commands sets the port timeout to Infinite Retry and must be part of the command.
	If you are using Windows 3.1, make sure that the Transmission Retry value for the printer's assigned port is set to 900. For more information, see Setting the timeouts or Fixing timeout problems in Windows.
Error indicator is blinking	The Error indicator blinks with any hard error, such as media jam, door open, or a missing component. Look at the front panel for an indication of the type of error. The Info button provides more details on the type of error, as well as brief suggestions for correcting the problem (for example, Reseat Fuser). Follow the instructions under this button. If the error condition cannot be fixed with user interaction, turn the printer off and on again. If the Error indicator remains on after power-up, your printer requires service. See If you need help for telephone information.

Media problems

Symptom	Solution
Frequent paper-picking errors	Make sure that the Media Thickness switch is set correctly for the media installed in the Multi-Purpose Feeder. Refer to Setting media thickness for more information.
	Fan the paper or transparencies before installing them in their respective trays; this is especially important for transparencies because they tend to stick together.
	Make sure that the media is installed under the hooks at the front of the media tray.
	If printing on transparencies and your printer has a Lower Tray Assembly, make sure that the transparency tray is installed in the Upper or Middle tray slot.
	Clean the paper-feed rollers and paper-pick rollers. See Cleaning the paper-pick and paper-feed rollers for instructions.
Frequent media jams	Make sure that you use a high-quality laser paper: 75-105 g/m2 (20-28 lb.) paper in the media trays and 75-120 g/m2 (20-32 lb.) paper in the Multi-Purpose Feeder. Refer to Media hints and tips for more information.
	Make sure that the Media Thickness switch is set correctly for the media installed in the Multi-Purpose Feeder. Refer to Setting media thickness for more information.
	If you are using media that is 120 g/m2 (28 lb.), check if the Face Down media output setting is selected in the driver. If it is, change the setting to Face Up. If the problem persists, use the Multi-Purpose Feeder rather than a media tray.
	Use only Tektronix transparencies that are listed on the supplies information sheet. Tektronix does not guarantee the results of non-Tektronix transparencies in Tektronix printers.
	Make sure that the media is installed under the hooks at the front of the media tray.
	Do not overfill the media tray, as indicated by the red line on the right side of the tray.
	Clean the paper-feed rollers and paper-pick rollers. See Cleaning the paper-pick and paper-feed rollers for instructions.

Problems with image size and position

Symptom	Solution
Off-set images	Check your application for correct image sizing.
Cut-off images	Check your application for image sizing.
	Make sure that you are using a Phaser 560 printer PPD file and have selected the correct page size.
	Make sure that the correct size media is in the media tray.
Image shifts or margins are incorrect (Macintosh)	Make sure that you have installed the Phaser 560 printer driver, the Phaser 560 GX printer driver, or the correct PPD file onto your Macintosh so that you can select the correct page sizes from the driver. For details on the driver, refer to the topics on the printer's CD-ROM or the Tektronix World Wide Web site. For details on how to print from a Macintosh, refer to Printing from a Macintosh.
	If printing on transparencies and you have a Lower Tray Assembly installed, make sure that the transparency tray is installed in the Upper or Middle tray slot.

Print quality problems

Symptom	Solution
Prints have dull, faded colors	If you are using a media tray, make sure that you have loaded the correct media in the paper tray or transparency tray. If you are using the Multi-Purpose Feeder, make sure that you have selected the correct media type in the printer's front panel or in the printer driver.
	Print the Color Reference Page from the Calibrate Colors menu in the front panel. Check the density settings for each color and compare them to the examples on the Color Density Samples card. Refer to Controlling color density for instructions on comparing and setting color density.
	Print the Consumables Page from the Help Pages in the front panel. If all colors are faded, the Imaging Unit may need to be replaced. Refer to the % Remaining gauge for the Imaging Unit at the bottom of the Consumables Page. If one color is faded (and you have checked and/or adjusted the density setting for that color), replace the toner cartridge.
	Make sure that the Imaging Unit stays covered until immediately before installing it in the printer. Exposure to light can damage the Imaging Unit and will produce light streaks or faded prints.
	Make sure that the toner cartridges are installed correctly.
	Make sure that you use a high-quality laser paper: 75-105 g/m2 (20-28 lb.) paper in the media trays and 75-120 g/m2 (20-32 lb.) paper with the Multi-Purpose Feeder. Refer to Media hints and tips for more information.
	Use only Tektronix transparencies that are listed in Supplies and accessories. Tektronix does not guarantee the results of non-Tektronix transparencies in Tektronix printers.
	Try a different color correction mode.
Image is very faded or pieces of the image are missing; toner on the page is loose.	When using the Multi-Purpose Feeder, make sure that you have selected the correct media type in the driver or the printer's front panel menu.
Photographic images appear grainy	Check the Print Quality menu in the front panel. If the selected mode is Presentation, change it to Standard. The Presentation print-quality selection in the front panel substitutes Presentation mode rendering when Standard mode is selected in the driver.
Streaks or spots	Most spots are caused by fingerprints or dust introduced into the printer while installing the Imaging Unit or loading media. Make sure that the surface where you unpack the Imaging Unit, paper, and transparencies is free of dust. Keep supplies in a covered area or a closed box.
	Make sure that the Imaging Unit stays covered until immediately before installing it in the printer. Exposure to light for more than 3 minutes can damage the Imaging Unit.
	Do not touch the right side or underside of the Imaging Unit; fingerprints affect print quality.
	Make sure that the media is clean.
	Make sure that you handle the media on the outside edges to avoid fingerprints.
	To get rid of fingerprint spots, print a few prints (you can print any of the Help Pages in the front panel menu).
The back of the printed page appears dirty.	Toner particles have contaminated the transfer roller. This can happen if the printed image is larger than the media (for example, when printing on envelopes). Run 10-20 prints to clean the transfer roller.
Black-and-white prints instead of color	If you have a Macintosh Make sure that you are using the Phaser 560 printer driver, the Phaser 560 GX printer driver, or the correct PPD file with the latest Apple LaserWriter printer driver (version 6.0.7 or higher), which supports color PostScript. Make sure that Color/Grayscale is selected in the Print dialog box. Some applications require special files to print in color. Make sure that these files are properly installed. For information, refer to the topics on the printer's CD-ROM or the Tektronix World Wide Web site. Make sure that you have not selected Fast Monochrome in the Print-Quality dialog box.
	If you have a PC Be sure to use a driver that supports color PostScript. If you are using Windows 3.1, use the Phaser 560 printer driver. If you are using Windows, make sure that the Color box in the Options dialog box is checked. For information on the drivers, refer to the printer's CD-ROM or World Wide Web topics. Make sure that you have not selected Fast Monochrome in the Tektronix Printer Features dialog box. If you are not using a driver, make sure that you have not set the monochrome mode selection code; make sure that the front panel is not set for Fast Monochrome.
Blue colors look too purple	If printed blue colors look too purple, print your document with the Vivid Color color correction. Refer to Color corrections or Deciding which color correction to use for instructions and more information.