Have you ever had a message come up on your printer and you do what it says but the message just won’t go away? It happens sometimes and though it seems like a mystery that will remain unsolved (such as why do we press harder on remote-control buttons when we know the battery is dead?), let me solve some of that mystery for you.
When these types of messages happen, what should you do? First if the message is telling you to do something such as empty the waste tray, try doing it again. If it is a message about a tray, cover or door make sure it is closed all the way. Some messages have you do things that have to do with sensors on the printer and sometimes those sensors need a few seconds to reset. For instance, in the case of the Empty Waste Tray message the waste tray must be out of the machine for at least 5 seconds before it is returned to the machine so that the message will clear. Sometimes we just do things too quickly so slow down, count 1 hippopotamus, 2 hippopotamus, etc. and then see if it clears.
You can look for other resolutions by going to the support page for your machine and typing in the message exactly as it appears on the display or report. Follow the directions in the solution and that should help. Depending on the message you may be asked to turn off the machine. Again, slow and patient, turn the machine off and wait 30 seconds to as much as 2 minutes, depending on the machine. You can count 1 hippopotamus, 2 hippopotamus, etc. and no cheating by just saying 1 hippo, 2 hippo, etc. That will not work. For the longer wait times try singing your favorite song, play on your phone, or close your eyes and take a mini vacation in your mind, then power on the machine.
You can also go to the Customer Forum and search for the message or post a question about it there and someone might have a great answer for you. If the pesky message still will not go away, then you will need to call for support. When you call support make sure you have your serial number and the exact message. The exact message is important, telling the support person “it says something about the paper tray” will not help us help you. We need to know the exact message to give you the best support possible.
I hope you never get one of those messages that will not go away but if you do, you at least know where to start and what to do. That’s one mystery we know that can be solved!
