| Bulletin# MFP_140 | Problem Description |
| Machine Type/Model | 4024 7500 4539 4543 -all models | Plugging the printer into the wrong voltage can cause it to freeze on power up: During the power-up sequence, the printer stops and does not come to the Ready screen. Solution Confirm that the voltage at the outlet matches the voltage rating of the printer (i.e., that a 120V printer is notconnected to a 220V outlet, or vice versa). |
| Date Created | 05/15/09 |
| Last Updated | 05/15/09 |
| Safety Issue? | No |
| Code Update? | No |
| Engineering Change? | No |
| New Parts? | No |
| Old Parts Status | n/a |
| Voltage: 120/240 | All |
| Serial No. Range | All |
LEGACY ID: TE240
Notes:
ENUS32568 What 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
In most cases, the main controller card on the printer is locked up. This issue can also occur if a corrupted or incomplete print job is sent to the printer.
Recommended actions
| Step | Action |
| 1 | If this is the first time the issue has occurred, power off the printer. Let it sit for one minute, then power it on again. - If the printer powers up to the Ready screen, try printing. If the printer now prints correctly, continue using it as normal. Pay close attention to the printer over the next few days, however, to see if the issue returns.
- If the printer continues to lock on power-up or when attempting to print, continue with the steps below.
|
| 2 | Confirm that the voltage at the outlet matches the voltage rating of the printer (i.e., that a 120V printer is not connected to a 220V outlet, or vice versa). Each printer's voltage rating is located on a label on the back of the printer. Click here for image. |
| 3 | If the printer voltage matches the line voltage, power off the printer once more. Disconnect all communications and computer cables attached to the back of the printer. Leave only the power cord connected. |
| 4 | Power on the printer again. See if it continues to lock up or if it now displays 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 button until the checkmark on the screen is next to Reports. Press the Select button once to enter the Reports menu. Press 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 correctly, 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 on start-up or when you try to print the Menu Settings page, a part on the printer is not functioning correctly or is not compatible. For a set of recommended actions, skip ahead 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 on again.
- If the printer powers up to the Ready screen, try printing. If it prints correctly now, one of the cables may have been loose. Continue using it as normal. Pay close attention to the printer over the next few days, however, to see if the issue returns.
- If the printer locks up as soon as you re-attach the communication cables, it is probably receiving some sort of communication or command that is producing this action.
Try one or more of the following suggestions:
- Power off the printer. While it 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. For information on how to contact Lexmark Technical Support, click here.
Printer diagnosis
If you power the printer back on with no communication cables attached and it still continues to lock on power-up or when it reaches the Ready status, an option on the printer may be failing. Try to perform as many of the following steps as possible. NOTE: 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.
| 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 the finisher output option. Each of these options has a small electrical board installed that, if it fails, can cause the printer to lock. NOTE: See the Users Guide for removal instructions. You will need to lift the printer in order to remove any input (paper tray) options installed. The printer is extremely heavy. 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. For information on how to contact Lexmark Technical Support, click here.
- If the printer powers up to the Ready screen, enter the printer menus and print the Menu Settings page (see the table above or xref_HO2274_xref for directions). If this page prints out, a failed or incompatible option may be causing the issue. For further diagnosis, see the steps below.
Power off the printer and reinstall one of the removed options. After reinstalling the option, power on the printer and try printing the settings page again. If the printer performs this task correctly, power off the printer and reinstall another option. Repeat this procedure for each option. If the printer works correctly after you have completed reinstalling all of the options, then one of the options may have been loose. Continue using the printer as normal. 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. Your printer model will only support components that Lexmark manufactures and that are designed specifically for it.
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Contacting Lexmark Technical Support
If you have questions about any of the procedures above or if you require assistance in setting up warranty service, please contact Lexmark Technical Support. When contacting Lexmark for assistance with your printer, please be prepared to describe the problem you are experiencing and any troubleshooting steps already taken. NOTE: You will also need to know the printer's model/machine type and serial number (SN). This information can be found on a label located on the back of the printer. xref_HO2711_xref for further details. When calling Lexmark Technical Support, 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: TE240