Basic Troubleshooting Multifunction Devices

MFDs (multifunction devices) are a staple in homes and home offices across the country, and it’s easy to see why. They have dropped dramatically in price over the past couple years, making them affordable for nearly any budget. You can typically print, copy, scan, and maybe even fax with one such machine, which saves valuable space in what might be a crowded work area. Plus, you have to learn how to use only one machine, not two, three, or even four. But the tradeoff is that if something goes wrong with your all-in-one device, you may be stuck without any of its essential components. That’s why knowing a few basic troubleshooting steps can be critical. With so many manufacturers, makes, and models out there, figuring out exactly what is causing a problem may not be an easy task. Still, there are some common issues that affect MFDs across the board. Before you throw up your hands in frustration, inspect your device, noting the manufacturer’s name and the device model number printed on it. Then, gather any of its documentation, take a couple of deep breaths, and read through our troubleshooting solutions. Installation Issues If you have acquired a new MFD and can’t get even the first step installation to go smoothly, it doesn’t mean the machine is a dud. Nor does it mean the machine necessarily won’t work with your PC. Instead, there could be a simple solution.

Problem: I’ve plugged in all the cables and followed the procedures on the installation disc that came with my device, but when I reboot my PC, the computer doesn’t recognize any new hardware.

Solution: When you first receive your new MFD, it’s tempting to pull everything out of the box and start the installation process without taking a look at the documentation. After all, it’s fairly obvious where the cables connect, and we all know how to insert and follow directions on a CD. Don’t give in to that temptation. Your OS (operating system) and your MFD’s manufacturer may have different techniques for installing a new piece of hardware, and they may conflict. For example, suppose you’re running Windows XP, and your MFD includes a driver that’s newer than the one WinXP has listed. WinXP’s installation wizard might “hang” when automatically installing a plug-andplay MFD unit. Instead, first pull out the MFD’s quick installation guide. Pay close attention to whether you should physically connect the device before you insert the installation CD, or whether the steps should be reversed. The instructions may tell you to cancel WinXP’s Found New Hardware wizard, a step you would likely not take if you were following the same procedures you typically do for numerous other types of devices.

Problem: I followed the installation instructions to the letter, but my PC still doesn’t recognize my MFD.

Solution: All-in-one devices may do it all, but they don’t operate in a vacuum. Most components rely in some way upon the interaction they have with your PC. And if you’re using, say, a Windows 98 PC and your device supports only WinXP and later OSes, you could be out of luck. Make sure you read the system requirements for the MFD that you want to buy before you buy it to make sure it’s compatible with your PC. If you’re running the required OS but the two units aren’t communicating properly, the conflict may lie in the connector between the two. Most MFDs these days connect to PCs via USB cables, and some newer ones require they be connected to a USB 2.0 port, or Hi-Speed USB port. If you try to connect the MFD to a USB 1.1 port (more common on older PCs), the device may not work. To determine whether your PC has a USB 2.0 port, go to Start, My Computer. Under System Tasks, select View System Information. In the System Properties dialog box, select the Hardware tab. Click the Device Manager button. Scroll through the list of devices until you see Universal Serial Bus controllers, and click the plus (+) sign to expand it. If the list contains a device that contains a phrase like “USB2 Enhanced” or simply “Enhanced,” you have a USB 2.0 port. Also, keep in mind that some motherboards have both USB 1.1 and 2.0 ports on the same board. If you suspect the trouble is a faulty port or one that has too low a speed, be sure to try to connect the MFD to various ports on your PC.

Problem: I’m trying to install software for my HP ScanJet MFD, but I get the error message: “An unexpected internal error has occurred. Click OK to close the program, and then try one of the following: Restart the program. Restart the PC and then try again. Reinstall the Photo & Imaging Software and try again.”
Solution: Our experience has been that this occurs with a number of HP MFDs. You can ignore the error message and continue to install the software, but the scanning component of your HP device may not work properly. To remedy the situation, we recommend you uninstall the ScanJet software. Then, install all Windows Updates. Next, install the Msjavax86 .exe file from www.hi-teach.com/in fohub/help.htm. When that is complete, temporarily disable any antivirus software you have running. Finally, install the ScanJet software and reboot your computer and don’t forget to turn the antivirus software back on. General Non-working Issues It can be difficult to diagnose why your MFD stops working altogether. Here are some possible scenarios.

Problem: My MFD was functioning just fine, but it has simply stopped working.
Solution: As with any computer peripheral, the first items to examine are the physical connections. Is the power cord firmly in place in both the back of the device and in the wall outlet or power strip? Is the USB cable secure? Is the cable plugged into the proper spot on the PC? Once you’ve eliminated these obvious causes, consider any security features your device may have. Some units have features that prevent, for instance, unauthorized copying. For example, several Epson all-in-ones have security locks, which appear as prompts in the LCD panel. When the lock is on, you are prompted to enter a PIN code. To disable the lock in this type of Epson MFD, insert the Epson installation CD. Open the Security Lock Tool folder and double-click the program in the folder. Select Security Lock Off and click OK. Click OK again.

Problem: One component (fax, scan, copy, print) has stopped working, but the others are still operational.

Solution: MFDs are complicated devices with complex device drivers. If one component “suddenly” stops working, a likely culprit is a device driver. Visit the manufacturer’s Web site to download the latest drivers. Or, you may have recently installed another piece of hardware or software that conflicts with that particular component. Uninstall the new application to see if that fixes the problem.

Problem: The MFD went into power saving mode. When I tried to get it to come back on in full power, it no longer works.

Solution: This is a known issue with some HP MFDs when they are plugged into surge protectors. The device goes into a sleep mode, and when you “wake” it, the unit registers a significantly higher power usage. The surge protector, depending upon the model, may consider this to be a power surge. Doing what good surge protectors do, the surge protector limits the increase in power to the MFD, which may cause some or all components to stop working. Unplug the MFD from the surge protector and plug it directly into a wall outlet. Paper Problems Whether you’re copying or printing, paper problems can really jam you up.

Problem: Paper won’t feed through the machine.

Solution: When paper won’t feed through your MFD, it’s often a hardware issue. Over time, rollers get dirty and either feed paper through askance or not at all. Throw into the mix a paper jam that isn’t fully cleared (it can be difficult to find that last, tiny scrap of paper stuck in your MFD), and the paper feed mechanism may break down. Open the device and check all of the housings and other mechanisms in the unit. Make sure each is clear of any impediment and securely close each one. Also, you may need to clean the rollers. The specific steps will vary, depending upon the unit, but your first step should be to turn off and unplug the device. Rub a lint-free cloth, lightly moistened with pure or distilled water, across the rollers. It’s possible that the problem has nothing to do with the MFD’s hardware and can be fixed by adjusting the paper stack. Make sure paper is straight (no bent or curled edges) and that all the paper in the stack is of the same size and type. Check the manufacturer’s recommendations for the number of sheets; a stack that is too large may cause the rollers to balk at loading paper. Also, check the paper settings in the MFD’s software application to make sure they match the paper in the paper tray.

Problem: Paper is feeding through the machine, but the output is entirely blank.

Solution: This is a problem with many possible solutions. The first one is to make sure you follow the manufacturer’s procedures for replacing and properly installing the ink cartridges. If that doesn’t do the trick, check your devices’ software. Have you installed the latest print drivers? Is the MFD selected as the default printer? Are the settings appropriate for the paper size you’re using? If you’ve answered yes to all three questions, it’s time to check the print heads. Many MFDs have utilities that clean print head nozzles. Visit the manufacturer’s Web site for detailed instructions on how to clean the nozzles.

Problem: I’m able to get paper to feed through the machine and ink to print onto the paper, but the output is fuzzy or the print quality is otherwise poor.

Solution: This is another problem that may need multiple troubleshooting steps to solve. First, keep in mind that with regards to print quality, there are two main types of MFDs: inkjet and laser printers. If you are using the wrong paper for your device, the output may be blurred. (Plus, you run the risk of using unnecessarily excessive amounts of ink when you print from an inkjet device onto paper designed for a laser machine or vice versa.) Also, check the software settings and make sure that you have them set for the highest desired quality rather than the Draft or other “low-quality” setting. In addition, most MFDs have some type of check that you can run to verify the device is performing up to par. For example, when you open a Dell unit’s Control Panel software application for many of the Dell allin- one models, press the Maintenance button. You can select from a variety of options, including Clean To Fix Horizontal Streaks, which may improve print quality. Explore your own device’s software cleaning options. If this fails, you may need to clean the unit’s print head nozzles; visit the manufacturer’s Web site for instructions. Scanning & Copying Some MFD users think of their devices as glorified printers, but when you rely on the scanning and copying components, it can be frustrating when they aren’t working as expected.

Problem: The scan output is displaying bizarre characters that weren’t in the original, printed document.

Solution: Scanning software applications can treat files in one of two primary ways: as images or as text documents. When scanning a text document, if you don’t want the option of editing the text of the scanned file, your best option is to scan it as an image file rather than a document. This helps ensure the scanned output is nearly identical to the original file. If you’re scanning the document as a text file, the software’s OCR (optical character recognition) functions kick in. The text is scanned one character at a time, and the OCR software translates the character images into ASCII (American Standard Code for Information Interchange), which the computer can read. If the OCR software isn’t up to snuff, you may end up with “mistranslated” text characters. Investing in some high-quality OCR software should solve this problem.

Problem: When I try to scan an image directly into my third-party photo-editing software, it takes what seems like an eternity.

Solution: Many MFDs let you scan images directly into a photo-editing application, which can be convenient if you plan to edit or otherwise manipulate an image. There are some known conflicts, however. For instance, users of some Dell units report that when they try to scan an image into Paint Shop Pro Studio, the system runs slowly or stops running altogether. One work-around is to scan the photo into another application or simply to scan it onto your PC’s hard drive, and then to launch Paint Shop Pro Studio (or similar image-editing application) and open the scanned image from within that application.

Problem: The copying function of my MFD is much too slow.

Solution: Keep in mind that the more complex the original document, the longer it will take to copy. Plus, other variables affect copy speed, some of which you can manipulate to make the copying process proceed more quickly. Check your product’s documentation for instructions on how to determine if the copying function is running in the fastest possible operation mode. Then, time the copying process. If it is significantly lengthier than the manufacturer’s specifications, testing and cleaning the hardware may solve your problem. Wipe down the scanner glass with a cloth lightly covered with glass cleaner, making sure no cleaner drips into the unit. Then, follow your manufacturer’s instructions for cleaning the contacts of the ink cartridges. Faxing Faxing has become less popular now that it’s so easy to email files to remote locations, but faxing still has its place. Whether you need to send or receive a fax, it’s critical to be able to rely upon your MFD’s fax capabilities (assuming the unit has them).

Problem: The product’s Web site says I can use my MFD as a fax machine, but there’s no telephone or fax function button. How does this work?

Solution: Some MFDs, even those without telephone handsets, can act as virtual fax machines, provided your MFD is connected to a PC that is equipped with a fax modem. The exact procedure for sending a fax will vary according to the MFD, but here’s one example. Suppose you have an Epson MFD that advertises virtual fax capabilities. Before installing the Epson, make sure your PC already has a fax utility. (WinXP comes bundled with such a program, called Fax Services.) Then, after the MFD installation, place the document on the MFD’s glass “table,” press the keypad numbers on the unit to enter the fax number, and press the Start button. The image is scanned and converted to a fax image.

Problem: I’m trying to fax over a telephone line that is connected to a DSL (Digital Subscriber Line) modem, and there’s too much interference.

Solution: Depending upon your MFD, you may be trying to send a fax through a machine designed to handle analog data, while your DSL setup is delivering digital data to your PC via the phone line. Installing a DSL filter on the line can eliminate unwanted interference. (For detailed instructions on how to do this, read the article "Good Connections: Get The Vibe For Fast, Reliable Internet Access" online at www.smartcom puting.com/2006/internetaccess.)