NeuraLabel 600e/NZC3 Diagnostic Worksheet

Select a topic below for printer troublehooting.

  • Media won't load into the printer.
    • Media does not move forward at all. Roller wheels do not turn.
      • Check the CFA connector. It is possible that it is not connected all the way and the 24-volt power is not connected.
      • Otherwise, the 24-volt Power supply on printer mother board is out.
      • Verify by cycling the power and listening to the CFA diagnostic bootup procedure. If only the lifter motors move, and the cutter and roller motors do not move, the 24-volts on the printer is out.
      • Replace board on printer. Not a CFA problem.
    • Media moves forward on one side only; gets caught; does not go all the way in the printer.
      • Only one side of the media moves. A CFA motor is damaged.
      • Verify by taking a single narrow sheet of media (or cut a sheet in half); load into each side of printer. One side will load and one side will not load.
      • Replace CFA.
    • Media moves forward but gets caught and does not go all the way in the printer.
      NOTE: Once media has been caught in the CFA, always remove leading page and use a new sheet so that the problem is not made worse.
      • Check the media brand. Use only NeuraLabel approved media.
        • Replace media if not NeuraLabel approved.
      • Check the media properties. Use only NeuraLabel approved media.
        • Media too wide will jam in the CFA.
        • Media too narrow will load crooked and snag in the CFA.
        • Media with incorrect timing or cut marks may cause loading problems.
        • Replace media if not NeuraLabel approved media.
      • Check the media edge. Media edge is crumpled/wrinkled.
        • Remove leading page and load clean edge.
      • Check the media cut. If you have already printed and the CFA has cut, then check the media cut. If the cut is bad the media may not load properly.
        • The cut location should be about 1/3 down the last label, so that the next leading label has about 2/3 page as it enters the printer.
        • Or, the cut location should be slightly after the perforation so that the trailing edge of the media has a small chad. This is to ensure that there is no chad on the leading edge of the media. A chad on the leading edge of the med ia will often snag inside the CFA and keep media from loading.
        • Likewise, if the cut is crooked, it may snag inside the CFA.
        • Cut location can be set in the printer driver. Change to a slightly larger number to move the cut down the page.
      • Check the CFA. Remove the lid by loosening 2 thumbscrews and tilting back.
        • Debris/paper/glue fragment is caught in CFA. Remove and reattach lid.
        • Media snagged in middle of track. Remove and retry load. CFA may need repair.
        • Media snagged at side of CFA. Make sure the cutter blade is not visible. If blade is visible turn off power immediately. Cycle power on CFA and retest. If problem persists, CFA needs repair.
        • Media snagged at side of CFA and cutter is not visible. The media may have been loaded crooked. Retry load.
      • Check the CFA mounting.
        • The CFA may not be hooked on properly. If it is crooked the media may load crooked and wrinkle inside the CFA.
        • A CFA hook might be broken. The hooks are designed to break upon excessive force so that the printer itself does not break. Get replacement hooks if needed.
  • Print is wrinkled or the printed image has "waves" or "ripples" of missing toner adhesion.
    • The media is wrinkled or has defects anywhere in the print.
      • Check the media brand. Use only NeuraLabel (or NeuraLabel partner) approved media.
        • Replace media if not NeuraLabel approved.
      • Check the media properties. Use only NeuraLabel approved media.
        • Media too wide will jam in the CFA.
        • Media too narrow will load crooked and snag in the CFA.
        • Media with incorrect timing or cut marks may cause loading problems.
        • Replace media if not NeuraLabel approved media.
    • The media is wrinkled or has defects, anywhere in the print, but especially at the beginning.
      • Check the media cut. If you have already printed and the CFA has cut, then check the media cut. If the cut is bad the media may not load properly and end up wrinkling.
        • Check the cut location using the guidelines in the previous sections. If the cut is in a bad place, the leading edge of the media can snag inside the CFA and keep media from loading. If it loads, it may load the media crooked which in turn causes wrinkling.
        • The cut location can be set in the printer driver. Change to a slightly larger number to move the cut down the page.
    • The media is wrinkled, anywhere in the print after checking the above steps.
      • Check the Power.
        • The printer should be plugged directly into a wall and not a power strip or surge protector of any type.
        • Multiple printers or other power-intensive devices should not be on the same outlet. Running multiple printers on the same outlet at the same time may cause power degradation and the media to wrinkle.
      • Check the CFA mounting.
        • The CFA may not be hooked on properly. If it is crooked the media may become crooked and wrinkle.
        • A CFA hook might be broken. The hooks are designed to break upon excessive force so that the printer itself does not break. Get replacement hooks if needed.
        • A CFA might need centering. Some printers need the paper path to moved very slightly to the left or right for best results. Try moving the CFA over 1-2 mm.
      • Check for a CFA drag lid.
        • For lighter paper medias a drag lid may be required for best performance. The drag lid places additional drag on the media, which helps to keep it straight inside the printer. Contact your NeuraLabel representative for more information
          Drag List
      • Check the printer speed.
        • The speed is controlled by the Media weight setting in the driver. Well logs may be printed using either Light to Medium speed, or if needed Ultra Heavy 1, Ultra Heavy 1 selection slows the printer down and can eliminate wrinkling. Labels are usually printed at slower speeds for best fusing
      • Check the Fuser.
        • If the printer has been well used, it may be time to replace the fuser. If a printer fuser has reached the end of its life from normal use, or if it has been damaged, it may distort the media, causing the prints to wrinkle.
    • The prints are being created using an unwinding system and have these defects.
      • Additional drag can be acheived by turning OFF the unwinder power.
      • Make sure the media is webbed OVER the unwinder arm and give the unwinder plenty of initial slack.
      • The additional drag of the unpowered unwinder is often sufficient to smooth out any print defects caused by loose media.
  • Printer prints blank white pages for several minutes, usually followed by 213: Fatal Error.
    • The media is loaded wrong.
      • The media has been loaded upside down or backwards with mark on wrong side.
      • Load the media with timing mark facing down and to the right for media with the mark on the side.
      • Load the media with timing mark facing down for media with the mark in the middle.
    • The CFA switch is wrong.
      • If the CFA has a switch on the bottom (the later ones do), it must be set to M for Mark Sensor or G for Gap Sensor.
      • The CFA must be turned OFF and back ON for a new switch setting to take affect.
      • VERIFY the state of the CFA sensor by observing the LED after it completes the bootup sequence.
        BLUE: Side Mark Sensing CFA
        MAGENTA: Middle Mark Sensing CFA
        GREEN: Gap Sensing CFA (Sensor is in the middle)
    • Otherwise, there is almost always driver configuration errors. The printers use the following driver settings.
      • The Size must be set to Super Long Paper.
      • Adjust Mode should be Adjustable for marked media. (Label or Well Log)
      • Adjust Mode should be no Adjustment for UNmarked media. (Web Press)
      • The Width should be 8.5" unless using special printing software.
      • The Length should be set to match the length of the label".
      • The Footer Margin should be 0 or the gap between the labels.
      • The Start should be adjusted based on the mark position".
      • The Cut should be near 0, but adjusted if needed".
    • The following are driver setting combinations that are known to cause errors .
      • Driver set to Adjustable or Normal and Media has no marks or marks are facing up.
      • Driver set to Adjustable or Normal and CFA not sending marks. (The CFA might be using the wrong mark sensor. Some CFAs can be configured to use a middle mark sensor.)
      • Driver set to Adjustable or Normal and Start set to a large negative value. (starts printing before seeing the page.) The “bad” number will be different for labels and logs. It will be different for gaps and marks. 
      • Driver set to No Adjustment and Start set to a negative value.
      • Driver and Page Length is too short. Must be >= 10 inches.
  • Print starts in the wrong location.
    • Print starts about 3 inches (75+mm) too far down the page.
      • This can be compensated for in the driver Start setting, however it will not match the documentation.
      • There is an initialization variable (Default Sensor Position) that needs to be set. NeuraLabel support can do this over a web meeting.
    • Print starts slightly too far down the page.
      • This can be adjusted in the driver Start setting. Use a smaller number to move the start of the print up the page. The Start setting is in inches.
    • Print starts slightly too far up on the page.
      • This can be adjusted in the driver Start setting. Use a larger number to move the start of the print down the page. The Start setting is in inches.
  • Printer crashes at the beginning of a print job.
    • Fuser Issue: This is a workflow error after removing the fuser. Cycle the power on the printer and the error will be gone. No equipment is broken.
      • This error is produced when these steps have occured.
      • Turn on printer without fuser.
      • Open the printer and place the fuser in the slot. (Printer appears to be in a good state.)
      • Send Print job. ==> Printer crashes. This happens before any printing occurs.
      • This error case is a little tricky because the printer does not crash until a job is submitted. That might occur much later (the next day) than the first steps.
    • Sleep Issue:The printer may be printing from sleep or power saver mode. This is a known problem so Sleep and Power Save are disabled in all printers before they ship. A user may have turned this back on.
      • Sleep and Power Save are accessed from the web interface, Printer Config Setup page.
      • Power Save is enabled/disabled by clicking the small ? next to the setting.
      • Sleep is enabled/disabled by clicking the small ? next to the setting.
        PowerAndSleepSettings
  • Printer won't boot up and is stuck on the initialization screen.
    • The printer needs to be reset. Use the printer name to do this.
      • Get the printer name. Printer Name is of the form 600e-DCnnnn.
      • If you have an ip (network) address, pull up the web interface. The printer name is on the home web page.
      • If you do not have the address, locate the printer name under network. Windows 7/10 may be different. Control Panel..Networks..View Network Computers and Devices.
    • Bring up the printer in a web browser by either Right Clicking and Selecting View in Web Browser or by entering the printer name into a browser window.
      • Example: http://600e-DC1392
    • Log into the printer.
      • Click the Administrator Login button.
      • User: Admin
      • Password: aaaaaa (6 lower case a's)
      • On the next screen select the Skip Button.
    • Reset the printer.
      • Click the Maintenance link on the Left side of the screen near the bottom.
      • Click the following in this order (different than the order on the screen), pressing the Submit button after each.  The printer may recover after any of these steps.
        • Reset Printer
        • Reset Printer to Factory Defaults.
        • Reset Network Card (this will change the IP address.)
        • Restore Network Card to Factory defaults.
      • Power Cycle the printer.
      • Normally these steps only need to be done once. Try steps 1 and 2 up to three times before resetting the printer network card. 
        ResetPrinter
    • Reseat the printer memory and other internal equipment
      • A customer may remove and reseat all consumables.
      • A qualified technical should reseat the printer memory and other internal printer equipment. Sometimes this will resolve the problem.
    • Repeat reset procedure before replacing equipment. This type of problem is almost always resolved with the above steps.
  • Continuous print has gaps; or cut sheets start printing.
    • Certain applications default the page size to letter/A4 (not superlong) causing the labels to print incorrectly.
      • Create a custom super long page size within the driver, usually to match the size that the application is expecting.
      • Access the printer through Devices and Printers via the Control panel and set up the printing parameters there.
      • Microsoft products sometimes need this solution.
    • Problem occurs with normally working applications.
      • Is this a new driver install? The driver may not have installed correctly and may need to be reinstalled.
      • Was there a Windows Update? The driver install may be corrupted and may need to be reinstalled. 
  • "Check Attached Feeder. Feeder Error". is displayed on the printer panel after a printer has run out of media.
    • This message indicates that the printer has run out of media on a non-page boundary. The printer and/or feeder is not broken. Open and close the printer lid to reset this error message.
  • Error Code appears on printer panel.
    • Error 928 Fatal Error. Fuser Temperature alert. Too hot.
      • May be caused if pause setting is used for unwinder and the pause it too long. Try a shorter pause.
      • The media setting may be running the fuser too hot for the media stock. Try a lower temperature setting.
      • The printer may not have warmed up properly. Reboot the printer and reprint.