Download Practical Troubleshooting Guide for the Call Center Agent

5.3 Troubleshooting Media Issues for Print Quality
Step 1. Change the media to plain paper. Is the issue still evident?
Yes - The printer requires repair (See troubleshooting Print Quality Issues Chapter 5)
No – Proceed to step 2
Step 2. Investigate the Media
Questions you should ask?
What is the Media Type:
Glossy, Card Stock, Letter head, Magnetic Signage, etc. (found on packaging label)
What is the Media Weight:
Weight in Pounds (lb.) and Grams per Square Meter (g.s.m) (found on packaging label)
What Printer Tray is being used:
Multi Purpose Tray? Cassette?
What are the Printer Media Settings:
(Type-Weight 6.5, 6.6, 6.7) *Note: Print Driver will override printer settings.
When was the Last Printer Calibration:
Found on PS Test Page
What is the Specific Quality Issue:
Streaks, Registration, etc.
Step 3. Does the media fall within specification? (See Media Specifications 6.5, 6.6, 6.7)
Yes – (Proceed to step 4)
No – Instruct that the media is not within printer specification
Step 4. If Copy Related: Print Configuration / PS Test / Demo pages.
If problem is not evident, issue is with scanner.
If problem is evident, issue is with printer.
If problem is evident on both copy and print, install media from a fresh,
unopened package and test. Change the media direction (lef to sef).
Is the issue still evident.
Yes - The printer requires repair (See troubleshooting Print Quality Issues Chapter 5).
No – Instruct that the media is not within printer specification.
If Print Related: Determine what application is used and what print driver used.
Convert the document to PDF and output.
If the issue is still evident, output using a different print driver.
If the issue is still evident install media from a fresh, unopened package and test.
Change the media direction (lef to sef)
Is the issue still evident.
Yes – See step 5.
No – Instruct that the media is not within printer specification
Step 5. Request media samples (follow procedure on 6.8 )
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