G5 header image


≡ Menu

Tech Tips

← FAQ’s

Tech Tips

Problem: Lines on the copies.

Possible Solution: If using the Automatic Document Feeder when the lines appeared, check the slit glass.  The slit glass is the narrow glass on either the far right or far left of the main glass.  Even the smallest speck on the slit glass will create lines on copies.  A damp paper towel or a fingernail is a good tool for this job.  For stubborn specks, alcohol wipes work very well.

If these tips do not take care of the issue, please call G5 and our technicians will get the machine back in working order.

Error Codes; everyone gets them, no one wants them.

The G5 Helpdesk can resolve many codes.  Our field and IT trained staff will walk you through clearing these codes or remote into your system to remedy the issue.  But there is also something you can do that may get your equipment running again.

Try this … Using the main power switch (located inside the front door or on the side of the machine), power off your machine.  Wait 5 seconds, then power on the machine.  No harm will come to your system by powering off then on.

In some cases, this will clear the code from your equipment.  If the code comes back, please call us, and we will take care of the issue.  Our goal is to keep your equipment working for your team, either by giving you the tools and knowledge to clear issues or being available when you need us.

We want you to be delighted by the service of G5.

Problem: Mysterious issues. Randomly jamming, producing poor copy quality, curling the paper, all or some of these things.

The function and output of an MFP is only as good as the supplies used in it.  Making sure your supplies are properly cared for will ensure that your machine will produce consistent and reliable output.  Proper paper storage is key and the formula is easy.

Copy paper needs to be FED:

  • Flat: Keeping the paper flat helps prevent the edges from being damaged and the paper from developing a curl: both of which can cause jamming issues.
  • Elevated: This doesn’t mean it has to be up high; only that paper shouldn’t be stored directly on the floor.  This prevents damage and absorption of moisture.
  • Dry: Moisture can cause both copy quality and jamming issues.  When it is necessary to keep paper in an environment where moisture and temperature are not regulated, consider using a large, plastic storage container to protect the paper from moisture.  (If your copier or paper is located directly beneath an air vent, this can introduce excess moisture into the environment as well.)

In short, if you keep your paper FED, you’ll make it (and your copier) a little happier!

Problem: Error codes or broken gears

Possible Prevention: Toner must be agitated in order to break up the clumps that form while the toner is settling inside the cartridge.  Once a toner is installed, a motor, coupled with the toner’s gears and internal auger system, keeps the toner agitated.  So don’t be afraid to give that toner a good shake right before installation.  It might just save you a service call.

Problem: Scanning errors.

Possible Solution: Lower your file size by changing the resolution, or change the Color Mode setting.

When scanning to an email destination the file size of your document is very important.  There is a file size limitation set by the email server your company uses to send emails.  If a scan job is too large, you may get an error at the copier or your scan may just never come through to your email.

Most copiers today are able to scan in 3 color modes: Full Color, Gray scale, and Mono2.  Gray scale and Color produce larger files and higher quality scans.  Mono2 will make a file much smaller and allow more pages to be scanned per job.  Many copiers are also able to scan to USB where the size limits are less restrictive.

For more information on scanning to USB, or if you have any questions, feel free to give G5’s Helpdesk a call!

Problem: The copier says to load paper, but the trays are full.

Solution: Check the paper size and / or paper type.  Typically, if your copier is telling you to load paper it is because there is a job in the queue requiring a paper size or type that the machine does not currently have.  To address the issue:

    • Go into the job queue by pressing Job Status, delete the job, and resend it with the correct paper size and type.
    • Confirm that the Tray Settings from the copier match the paper size and type from your computer under the Paper tab in your printing preferences.

If you have any questions, please remember that our G5 Helpdesk is just a phone call away!

Problem: Misfeeds right after opening a new ream of paper, skewing feeding stacks of paper through the document feeder.

Solution: Your paper feeding experience needs to be a little less drab and a little more FAB!

  • Fan the paper.  Whether you’re putting a new ream of paper into the trays or inserting a stack of pages into the document feeder or bypass, fanning the pages helps to separate them to make it easier for the MFP to pick up individual sheets rather than pulling multiple sheets and causing misfeeds.
  • Adjust the paper guides.  The paper guides in the trays  and on the document feeder should be snug against the paper in the tray.  This helps to prevent the paper from being pulled at an angle.  It also helps to ensure that the MFP is reading the correct paper size in smart trays (trays that can detect the size of the paper that is in them).
  • Be sure not to overfill.  Paper trays have a maximum capacity.  Whether it is the paper drawers, the document feeder or the bypass, they will have a “fill line” on the paper guides that will let you know how much is too much.  Overfilling paper trays can lead to difficult-to-remove misfeeds, leaving paper shreds in your MFP, which can cause trouble even days after the initial misfeed.

Of course we can’t guarantee that you will never have misfeeds even if you follow these steps, but as the old saying goes: An ounce of prevention is worth a pound of cure.  We want to make sure that your systems are operating at optimum efficiency, and we hope this helpful hint will make your copier experience a little more FAB!

Problem: My originals are jamming in the document feeder.  What is happening?

Picture this: The copier.  9:22 AM.

You place a stack of 47 originals in the document feeder of the copier and press “Copy.”  You stay to watch the first few sheets run perfectly and then step away.  You walk to get your second cup of coffee and return to the copier moments later, expecting to find your job complete.  The scene you find is a stalled job.  The originals are hung in the document feeder by the lone staple in the stack of originals.

Solution: You can avoid this scene with a little prep work.

When preparing your originals for the document feeder, these are the things to watch out for:

  • All pages should be flat with no folded edges or creases.
  • The paper guides on the document feeder should snuggly fit the paper without lifting or bending the paper.
  • There should be no staples or paper clips among the pages, even if they are not holding pages together.  Running metal in the Document Feeder can rip your originals and cause damage to your system.
  • Nothing sticky should remain on the pages.  This could be post-it notes or tape.
  • Any corrective material (white-out or corrective tape) should be dry and firmly in place before running the paper through the machine.  This not only prevents it from hanging up the document feeder, but also keeps the residue from marking the slit glass.  Marks on the slit glass will lead to poor copy quality.

Problem: I accidentally sent or pressed start on a print / copy job.

We have all been there.  As soon as you hit the “print” button, you notice a typo that was absolutely not there 7 seconds ago.  Here is an easy solution to address the issue.

Possible Solution: You can cancel the job by following these quick steps:

    • At the copier, press the Job Status key.
    • Depending on the type of job you need to cancel, press the Print Job, Scan To or Fax Job key at the top of the Job Status screen.
    • Before you go any farther, ensure that the Job Status key on the right side is on Job Queue.
    • Touch the key of the job to be deleted.
    • Press Stop / Delete located at the bottom right or upper right of the screen.
    • When the confirmation message appears, touch Yes.

At this point the machine may produce a few more sheets, but rest assured the job is cancelled.  With this tip, you can save the paper, money, and time that would have been wasted, not to mention the frustration of having to wait and reprint.

As always, the G5 technical team is glad to help you with this or any function of your equipment.

Your system is programmed to prompt you for help when it needs something more than what has been provided. Sometimes these messages need a little clarification. One message G5 can help with is “Load Paper.”  If you have sent a print job to your machine only to receive the “Load Paper” message when all of the paper trays are full, please read on.

When printing to special paper (i.e. letterhead, heavy paper, or an odd paper size), you may receive an error message on your copier saying to “Load Paper.”  This is the result of the settings in your print driver not matching the paper tray settings on the copier.  If you get this message, you need to check the settings on the copier and on your print driver to make sure they match.  Here’s how:

First, on the copier:

  • Select Custom Settings or System Settings.
  • Choose Paper Tray Settings.
  • Choose Tray Settings.
  • Select the paper tray and set it to the correct paper type or size (i.e. heavy paper or 11×17).

Next, on your computer:

  • Open the document and open the print screen.
  • Click on Printer Properties.
  • Select the Paper tab.
  • Verify the paper size and the paper type are set to match the copier settings.

Voila!  The copier should now print your job.

If not, please call G5 and our Helpdesk staff will be glad to get your machine back to work.

← FAQ’s