Troubleshooting for DuraLabel Catalyst

Overview

If something seems to be wrong with your DuraLabel Catalyst, refer to the solutions below. If the problem is not resolved by following the recommended steps, please contact our support team.

Provided that you follow the recommendations in this guide on the use of print media, and you keep the media in good condition prior to use, your printer should give years of reliable service. However, paper jams occasionally do occur, and this section explains how to clear them quickly and simply.

Jams can occur due to paper misfeeding from a paper tray or at any point on the paper path through the printer. When a jam occurs, the printer immediately stops, and the Attention LED on the control panel informs you of the event. If printing multiple pages (or copies), do not assume that, having cleared an obvious sheet, others will not also be stopped somewhere along the path. These must also be removed in order to clear the jam fully and restore normal operation.

Major Printer Components and Paper Path

1. Face-up stacker
2. Paper exit
3. Fuser unit
4. Top cover
5. Front cover
6. Tray 1
7. Tray 2

Paper Sensor Error Codes

Clearing Paper Jams

1. If a sheet is well advanced out of the top of the printer, simply grip it and pull gently to draw it fully out. If it does not remove easily, do not use excessive force. It can be removed from the rear later.
2. Press the cover release and open the printer’s top cover fully. WARNING: If the printer has been powered on, the fuser will be hot. This area is clearly labelled. Do not touch.
3. Holding it by its handles, lift the image drum assembly, complete with the toner cartridges, up and out of the printer.
4. Put the assembly down gently onto a piece of paper to prevent toner from marking your furniture and to avoid damaging the green drum surface, and cover. CAUTION: The green image drum surface at the base of the Image Drum is very delicate and light sensitive. Do not touch it and do not expose it to normal room light for more than 5 minutes. If the drum unit needs to be out of the printer for longer than this, please wrap the cartridge inside a black plastic bag to keep it away from light. Never expose the drum to direct sunlight or very bright room lighting.
5. Look into the printer to check whether any sheets of paper are visible on any part of the belt unit.
   1. To remove a sheet with its leading edge at the front of the belt, lift the plastic guard at the front of the printer, then carefully lift the sheet from the belt and pull it forwards into the internal drum cavity and withdraw the sheet.
   2. To remove a sheet from the central area of the belt, carefully separate the sheet from the belt surface and withdraw the sheet.

Dealing with Unsatisfactory Printing

VERTICAL WHITE LINES CAN BE SEEN ON THE PRINTED PAGE

Possible Cause: The LED head is dirty.

Steps to Make: Wipe the LED head with a soft, lint-free cloth.

Possible Cause: The toner is low.

Steps to Make: Open the top cover and tap the cartridge a few times to evenly distribute any remaining toner. If symptoms persist, replace the toner cartridge.

Possible Cause: Foreign materials may be present in the image drum.

Steps to Make: Replace the image drum cartridge.

Possible Cause: Light-shielding film of the image drum cartridge is dirty.

Steps to Make: Wipe the film with a soft, lint-free cloth.

PRINTED IMAGES ARE FADING VERTICALLY

Possible Cause: The LED head is dirty.

Steps to Make: Wipe the LED head with a soft, lint-free cloth.

Possible Cause: The toner is low.

Steps to Make: Open the top cover and tap the cartridge a few times to evenly distribute any remaining toner. If symptoms persist, replace the toner cartridge.

Possible Cause: The paper is not suitable for the printer unit.

Steps to Make: Use recommended paper.

PRINTING IS LIGHT

Possible Cause: The toner cartridge is not properly seated.

Steps to Make: Reinstall the toner cartridge.

Possible Cause: The toner is low.

Steps to Make: Open the top cover and tap the cartridge a few times to evenly distribute any remaining toner. If symptoms persist, replace the toner cartridge.

Possible Cause: The paper is moist.

Steps to Make: Use paper stored in proper temperature and humidity conditions.

Possible Cause: The paper is not suitable for the printer unit.

Steps to Make: Use recommended paper.

Possible Cause: Thickness and type of paper are inappropriate.

Steps to Make: Set the correct value of media type in the Advanced Options > Media Type menu or set one value thicker for media type.

Possible Cause: Recycled paper is being used.

Steps to Make: Set one value thicker for media type in the Advanced Options > Media Type menu.

PARTIALLY FADED IMAGES; WHITE SPOTS AND LINES APPEAR IN SOLID PRINTING

Possible Cause: Paper is moist or dry.

Steps to Make: Use paper stored in proper temperature and humidity conditions.

VERTICAL LINES APPEAR

Possible Cause: The image drum cartridge is damaged.

Steps to Make: Replace the image drum cartridge.

Possible Cause: The toner is low.

Steps to Make: Open the top cover and tap the cartridge a few times to evenly distribute any remaining toner. If symptoms persist, replace the toner cartridge.

HORIZONTAL LINES AND SPOTS APPEAR PERIODICALLY

Possible Cause: When the interval is about 4", the image drum (the green tube) is damaged or dirty.

Steps to Make: Wipe it lightly with a soft cloth. Replace the image drum cartridge when it is damaged.

Possible Cause: When the interval is about 1.2", there may be foreign particles in the image drum cartridge.

Steps to Make: Open/close the top cover and print again.

Possible Cause: When the interval is about 86mm (3.4in), the fuser unit is damaged.

Steps to Make: Replace the fuser unit.

Possible Cause: The image drum cartridge has been exposed to light.

Steps to Make: Replace the image drum cartridge if the problem is not resolved.

WHITE AREA OF PAPER IS LIGHTLY STAINED

Possible Cause: Paper contains static.

Steps to Make: Use paper stored in proper temperature and humidity conditions.

Possible Cause: Paper is too thick.

Steps to Make: Use thinner paper.

Possible Cause: The toner is low.

Steps to Make: Open the top cover and tap the cartridge a few times to evenly distribute any remaining toner. If symptoms persist, replace the toner cartridge.

PERIPHERY OF THE LETTERS IS SMUDGED

Possible Cause: The LED head is dirty.

Steps to Make: Wipe the LED head with a soft, lint-free cloth.

TONER COMES OFF WHEN IT IS RUBBED

Possible Cause: The thickness and type of the paper are incorrectly set.

Steps to Make: Set the correct value of media type in the Advanced Options > Media Type menu or set one value lighter for media type.

Possible Cause: Recycled paper is used.

Steps to Make: Set one value thicker for media type in the Advanced Options > Media Type menu.

GLOSSINESS IS NOT UNIFORM

Possible Cause: The thickness and type of the paper are incorrectly set.

Set the correct value of media type in the Advanced Options > Media Type menu or set one value lighter for media type.

More Support Options

If you have any questions about using your DuraLabel Catalyst printer, get help from Graphic Products’ world-class support team by calling 800-788-5572 or visiting GraphicProducts.com. We’re here to help with all your labeling needs!