ENUS32238What you will see
During the power-up sequence, the printer stops and does not come to the Ready screen. The operator panel screen may be blank or display "Performing Self Test," a stopwatch symbol, or a line of dots.
Cause of issue
The main controller card on the printer is locked up. This issue can also occur if a corrupted or incomplete print job or command is sent to the printer from a computer or network.
Recommended actions
| Step | Action |
| 1 | If this is the first time the issue has occurred, power off the printer. Let the printer sit for one minute, then power the printer back on. - If the printer powers up to the Ready screen, try printing again. If the printer prints correctly now, continue using the printer as normal. Pay close attention to the printer over the next few days to see if the issue returns.
- If the printer continues to lock up on power up or when attempting to print, continue with the steps below.
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| 2 | Power off the printer once more. Disconnect all communications and computer cables attached to the back of the printer, except for the power cord. |
| 3 | Power on the printer again. See if the printer continues to lock up or if the printer now shows the Ready screen.- If the printer powers up to the Ready screen, enter the printer menus and print the Menu Settings page.
 Press the Menu button to enter the printer menus.Press the down-arrow button until the checkmark on the screen is next to Reports. Press the Select button once to enter the Reports menu.Press the down-arrow button until the checkmark is next to Menu Settings Page. Press once. The printer should read Printing Menu Settings Page and the menu settings page(s) should print out. If this page prints out, the hardware of the printer is working normally. The most probable source of the issue involves a computer, the network, or a particular print job or program. Go to the section below labelled 'Software/Cabling diagnosis'.
- If the printer continues to lock up on power-up or after it reaches the Ready status, a part on the printer is not functioning correctly or is not compatible. For a set of recommended actions, go to the section below labelled 'Printer diagnosis'.
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Software/Cabling diagnosis
Power off the printer. Reconnect all the communications and computer cables. Then power the printer back on.
- If the printer powers up to the Ready screen, try printing again. If the printer prints correctly now, continue using the printer as normal. One of the cables may have been loose. Pay close attention to the printer over the next few days to see if the issue returns.
- If the printer locks up as soon as you re-attach the communication cables, the printer is probably receiving some sort of communication or command that is locking it up.
Try one or more of the following suggestions:
- Power off the printer. While the printer is off, clear the print queue. Confirm there are no print jobs trying to access the printer or waiting to print. Once the print queue is clear, power on the the printer. See if this corrects the issue.
- Try a different cable.
- Try printing from different programs or applications to see if one particular program is causing the printer to lock.
- If the printer is connected to a network, try connecting the printer to a different network port.
- If the printer is directly connected to the computer, confirm the printer drivers on that computer are current.
- If the printer is connected to a network, determine if the issue is originating from a particular computer or work station. If it is, confirm the printer drivers on that computer are current. NOTE: If none of the suggestions listed above correct the issue, or if you have questions about any of these steps, please contact Lexmark Technical Support for additional assistance. See 'Contacting Lexmark' at the end of this document for contact information.
Printer diagnosis
If you power the printer back on with no cables attached and it continues to lock on power up or when it reaches the Ready status, remove any installed options on the printer.
| Step | Action |
| 1 | Power off the printer. |
| 2 | Remove any electronic options such as additional memory, a hard disk option, or any installed network cards. See the Users Guide for removal instructions. |
| 3 | Remove any paper feed options that are installed on the printer, including any additional paper trays, a duplex option, an envelope feeder, and any output feeders. Each has a small electrical board installed that can lock the printer if it fails. NOTE: See the Users Guide for removal instructions. You will need to lift the printer in order to remove any input (paper tray) options or a duplex option. Enlist the help of another person and disconnect all cables and cords before lifting the printer. |
| 4 | Power on the printer. - If the printer continues to lock on power up or when it reaches the Ready screen, a service action may be required to correct the issue. Please contact Lexmark Technical Support or an authorized service provider for additional assistance.
- If the printer powers up to the Ready screen, enter the printer menus and print the Menu Settings page (see the table above or for directions). If this page prints out, a failed or incompatible option may be causing the issue. IMPORTANT! If you feel uncomfortable about or are unable to remove any of the installed options detailed below, or if you have questions about any of the steps, please contact Lexmark Technical Support for additional assistance.
If the printer prints the settings page as expected, power the printer off and reinstall one of the removed options. After installing one option, power on the printer and try printing the settings page again. Repeat these two steps for each option. If the printer locks up again after you reinstall a particular option, power off the printer. Remove that option and set it aside. Continue reinstalling the other options, one at a time. If you narrow the source of the problem to a particular option or card, it must be serviced or replaced. If the printer is under warranty, contact Lexmark Technical Support. NOTE: If this is a third-party option or an option designed for a different model printer, it may be incompatible with this printer. Only components manufactured by Lexmark that are designed specifically for this printer model are supported. If the printer works correctly after you reinstall all of the options, continue using the printer. One of the options may have been loose.
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Contacting Lexmark
If none of the suggestions above correct the issue or if you have questions about any of the procedures involved, please contact Lexmark Technical Support. For contact information, click here. If you call Lexmark Technical Support for assistance, be prepared to describe the problem as well as any troubleshooting steps you have already taken. You will also need the model type and serial number (SN) of the printer. This information can be found on a label located under the upper front cover.for further details. NOTE: Please call from near the printer in case the technician on the phone asks you to perform a troubleshooting task on the printer.
LEGACY ID: SO4689