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AcuLaser C1100, CX11N, CX21N: Fusing issues - the toner on my printout is not fixed or toner marks appear on the printed page

RELATES TO:

  • Smudge marks on the page.
  • Toner not fixing or adhering correctly to the page and brushing off.
  • These models: AcuLaser C1100(N), CX11N, CX21N and all variants.

EXPLANATION:

If the toner on your printouts smudges or brushes off, or toner marks appear on the printed page, then the issue may be related to your fuser unit, printer settings, media or consumables. This article explains how to identify and resolve these issues with the AcuLaser C1100(N), CX11N(F) and CX21N(F).

  1. Examples of print quality problems indicating a fusing issue (click on an image for an enlarged version).



      Figure 1 Figure 2 Figure 3
      Toner not fusing, visible roller marks Toner not fixing to the page Marks on the page

      The print may be mottled and show roller marks, as in Figure 1. Or it may not be fixed on the page, and be easily brushed off or smudged (Figure 2). The image may be missing in some areas of the page and appearing in other areas instead (Figure 3). There may be also be toner marks on the paper:

      • The distance (in the paper feeding direction) between the area where toner is missing and the area where it appears would be approximately either 83mm or 95mm.

    • Browse the full samples library for this issue.

    • Refer to AcuLaser C1100, CX11N and CX21N - Print Quality Troubleshooting Guide to create a standardised colour print sample, or if you have a print quality issue that does not match any of these examples.

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  2. If the printer is new, check that the fuser transit material was removed during setup.





      Warning:

      When the printer has been in use, the fuser unit and surrounding areas may be very hot. Wait 20 minutes or more for the fuser unit to cool down, and take care not to touch the fuser rollers themselves. Further safety and troubleshooting information can be found in your user guide, available from the Epson website.


    1. Lift up Cover C (the top, rear lid of the printer).



    2. Refer to the images below to check for and remove any packaging:



    3. Close Cover C, and test the printer if you found and removed any packing material.

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  3. Check that you are using suitable media, with the correct settings.





      Note:

      The following information is also included in these paper feed-specific articles, which you can also find in the Related Articles section:

      • Windows 2000/XP: "AcuLaser C1100, CX11N & CX21N - Windows 2000, XP - Paper jams and paper handling"
      • Windows Vista: "AcuLaser C1100, CX11N & CX21N - Paper jams and paper handling in Windows Vista"
      • Windows 95/98/ME: "AcuLaser C1100, CX11N & CX21N - Windows 95, 98, ME - Paper jams and paper handling"
      • Mac OS X Tiger: "AcuLaser C1100, CX11N & CX21N - Mac OS X Tiger - Paper jams and paper handling"
      • Mac OS X Leopard: "AcuLaser C1100, CX11N & CX21N - Mac OS X Leopard - Paper jams and paper handling"


    1. Supported paper types.



      1. All paper, including labels, must be suitable for a laser printer or plain paper copier. All sheets of paper must also be properly separated, non-perforated and free of tears and staples or other foreign objects. Carbon, thermal or pressure-sensitive paper is NOT suitable.

      2. Inkjet paper, especially photographic or glossy media, is not formulated to withstand the heat of a hot fuser unit and can jam or even melt inside the printer.

      3. Recycled paper should only be used under normal temperature and humidity conditions. Poor quality paper may reduce print quality, or cause paper jams and other problems.

      4. Letterheaded paper: the paper and ink used in letterheads must be compatible with laser printers. Ensure that you load the paper in an appropriate paper tray and use the correct print setting (see 'Using the Right Settings').

      5. Epson laser paper is recommended to maximise the reliability and print performance of your printer. We manufacture general purpose, coated and transparent laser media.

      6. Paper must be within specification. Using media outside specification may cause print quality issues and/or damage to your printer.

        • You can find the full specifications for your printer on the Epson website.

          These are the supported paper types and weights for standard media types, rated in g/m2. The weight should be noted on your paper's packaging. If unsure, check with your supplier:

          Paper Type Weight Range Load Paper In
          Plain paper  64 to 80 g/m2  Any paper tray
           Semi-thick  81 to 105 g/m2 Any paper tray if Epson media, otherwise MP Tray
           Thick  106 to 163 g/m2  MP Tray Only
           Extra thick  164 to 210 g/m2  MP Tray Only
           Coated  105 to 210 g/m2  MP Tray Only

          Note:

          The Automatic Document Feeder (ADF), present on the AcuLaser CX11NF and CX21N/F models, is only designed for paper between 50 - 124 g/m2 in weight. Use plain paper, EPSON Color Laser paper, or recycled paper only.



      7. Envelopes

        • Envelopes must not have plastic windows as these are liable to melt inside the printer. They should also not contain glue or adhesive tape.

        • Supported envelope sizes are IB5, C6, MON, C10, DL and C5. All envelopes must be loaded printable side up in the MP Tray:

          Figure 4. How to load envelopes (AcuLaser C1100 pictured).





        • Envelopes may wrinkle as they pass through the printer. This is dependent on the quality of the paper, the printing environment and other factors. We recommend making a trial print run prior to embarking on a large print job.


      8. Labels

          Labels must be loaded in the MP Tray only and may need to be fed one sheet at a time, or loaded manually.

        • To prevent the label adhesive coming into contact with printer parts always use labels that completely cover the backing sheet, so that there are no gaps between the individual labels.

        • Press a sheet of normal paper on top of each sheet of labels. If the paper sticks, do not use those labels in the printer as they will be liable to peel off inside it.

        • It is important to use a Label or Thick setting to further reduce the risk of labels peeling off inside the printer (see 'Using the Right Settings').

        • Labels may wrinkle as they pass through the printer. This is dependent on the quality of the paper, the printing environment and other factors.

          We recommend making a trial print run prior to embarking on a large print job.



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    2. Using the right settings.





      Using unsuitable paper settings may cause jams in your printer and, over time, damage it due to excess wear on the paper mechanisms. This is a common cause of paper feed issues.

      1. Establish the correct paper type and paper tray for the paper you are using, according to the following table:

        Paper Type Weight Range Load Paper In
        Plain paper  64 to 80 g/m2  Any paper tray
         Semi-thick  81 to 105 g/m2 Any paper tray if Epson media, otherwise MP Tray
         Thick  106 to 163 g/m2  MP Tray Only
         Extra thick  164 to 210 g/m2  MP Tray Only
         Coated  105 to 210 g/m2  MP Tray Only

        The weight should be noted on your paper's packaging. If unsure, check with your supplier.



      2. If you have an optional 500 sheet lower paper cassette installed, ensure that you load the paper in the correct paper tray.

      3. Before sending the print job, set the paper type correctly in your application settings.

        Tip:

        Click on a button below to display instructions for that Operating System:


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    3. Loading paper.



      • Load paper with the printable side facing up.

      • Always load paper short-edge first, regardless of the orientation you are using (portrait or landscape).

      • Fan the paper before you load it to ensure that the sheets are separated.

        • Fresh reams of paper may not be separated properly, and some types of paper are susceptible to static electricity. If sheets of paper stick together then the printer may feed through too many pages at once, which is likely to damage the printer.

      • Ensure that the paper tray paper guide is set to the correct size, and is holding the paper in place without pinching or bunching it:

        Figure 5. Adjusting the MP Tray paper guide (AcuLaser C1100 pictured).



      • Do not overfill the paper tray(s).

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    4. Environment and paper storage.



      • Ensure that the printer is on a flat and level surface, and leave enough space for the paper to exit fully from the printer.

      • Do not store paper in a humid or damp environment.

        Note:

        Using paper that has become moist, wavy or is curling is likely to cause print quality and paper feed issues, or damage the printer. Use fresh paper instead.


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  4. Using non-genuine toner cartridges may cause print quality issues.



    Caution:

    • We recommend using genuine Epson toner cartridges. Using non-genuine consumable products may affect the operation of your printer. In particular, experience shows that non-genuine toner is often sticky, and can cause paper feed and print quality issues.

    • Epson are not liable for any damages or problems arising from the use of consumable products not manufactured or approved by Epson.


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  5. Check the fuser unit for any foreign objects or other obstructions.





      Warning:

      When the printer has been in use, the fuser unit and surrounding areas may be very hot. Wait 20 minutes or more for the fuser unit to cool down, and take care not to touch the fuser rollers themselves. Further safety and troubleshooting information can be found in your user guide, available from the Epson website.


    1. Lift up Cover C (the top, rear lid of the printer).



    2. Raise the two green levers at either side of the fuser unit.



    3. Lift up the black plastic guide, using the green tab on the left hand side, to expose the fuser rollers beneath.



    4. Gently pull out any sheets of paper, taking care not to tear any jammed paper.

    5. Push down the two green levers, and close the fuser cover.



    6. Close Cover C, and then test the printer.


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  6. Run blank pages through the printer.





    1. Print a set of 10 blank pages on 80gm2 paper. This may remove any excess toner that could be in the fuser unit.

    2. Compare the first sheet to the last to see if there is any improvement, and look at the back of the pages. Marks on the back of the paper indicate toner in the fuser unit.

    3. If the issue improves, print another one or two sets of blank pages.

    4. If this does not resolve the issue, follow the advice in the following Related Article: AcuLaser C1100, CX11N & CX21N - Manually removing and reinstalling the toner cartridges - remove all of the toner cartridges, check for a toner spillage in the printer and then reinstall the toner cartridges securely before testing the printer again.

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  7. AcuLaser C1100(N) only: Check the engine firmware version.


    1. For instructions, see AcuLaser C1100 - How to check the version of your printer's engine firmware.

    2. If your engine firmware version is less than MC0000010700, carry out the firmware update. See AcuLaser C1100 - How to update the engine firmware.

  8. If the issue remains, contact Epson for further advice.

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