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Epson WorkForce Enterprise AM-C6000 Users Guide - Page 453

Cannot Print, Copy, Scan, or Fax, The Application or Printer Driver do not Work Properly

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Solving Problems > Cannot Print, Copy, Scan, or Fax > The Application or Printer Driver do not Work Properly Check point Cannot copy or scan. Solution If you have any problems when copying or scanning, see the solutions to copy or scan related problems. Related Information & "There is still a job waiting to be printed." on page 454 & "The printer is pending or offline." on page 453 & "Using Port for the Printer" on page 585 & "Cannot Copy" on page 457 & "Cannot Scan Even Though a Connection has been Correctly Established" on page 456 & "Cannot Send or Receive Faxes" on page 457 Cannot Print, Copy, Scan, or Fax The Application or Printer Driver do not Work Properly Cannot Print Even Though a Connection has been Established (Windows) The following causes can be considered. The printer is pending or offline. Solutions Click Print Queue on the printer driver's Maintenance tab. If the printer is offline or pending, clear the offline or pending setting from the Printer menu. There is a problem with the software or data. Solutions ❏ Make sure that a genuine Epson printer driver (EPSON XXXXX) is installed. If a genuine Epson printer driver is not installed, the available functions are limited. We recommend using a genuine Epson printer driver. ❏ If you are printing a large data size image, the computer may run out of memory. Print the image at a lower resolution or a smaller size. 453

Section	Page
Contents	2
Guide to This Manual	9
Introduction to the Manuals	10
Searching for Information	10
Printing Only the Pages You Need	11
About This Manual	11
Marks and Symbols	11
Notes on Screenshots and Illustrations	12
Operating System References	12
Trademarks	13
Copyright	14
Important Instructions	16
Important Safety Instructions	17
Setting Up the Printer	17
Using the Printer	18
Handling the Consumable Products	18
Advisories and Warnings for Using the Touchscreen	19
Advisories and Warnings for Connecting to the Internet	19
Advisories and Warnings for Using the Printer with a Wireless Connection	19
Notes on the Administrator Password	19
Protecting Your Personal Information	21
Disposing of European Printer Models	21
Part Names and Functions	22
Front	23
Rear	25
Options	26
Guide to the Control Panel	30
Turning the Power On and Off	31
Control Panel	31
Home Screen Configuration	32
Guide to the Network Icon	35
Menu Screen Configuration	36
Job/Status Screen Configuration	37
Reserve Job	38
Guide to the Job Icon	38
Entering Characters	39
Viewing Animations	39
Screen Displayed During Printing	40
Preparing the Printer and Making Initial Settings	41
Summary of Preparing the printer and Making Initial Settings	42
Preparing the Printer	42
Protecting the Printer from Unauthorized Setting Changes	42
Configuring a Network Connection	42
Summary of the Necessary Preparations for Each Feature	43
Making Printer Settings	43
Installing Optional Items	44
Installing the Optional Additional Network Interface Board	45
Installing the Optional Wireless LAN Interface-P1	46
Installing the Optional Cassette Lock	48
Creating a Network Connection and Making Settings	50
Changing the Administrator Password	51
Protecting Settings Using Panel Lock	52
Connecting the Printer to the Network	53
Selecting the Network Transmission Route (When Using an Additional Network)	60
Troubleshooting Network Connections	60
Troubleshooting the Additional Network Connections	64
Messages and Solutions on the Network Connection Report	64
Preparing and Setting Up the Printer According to Use	69
Setting Available Optional Items	69
Preparing to Send an E-mail	71
Preparing a Shared Network Folder	75
Contacts Registration	93
Settings to use Your Cloud Service as Forwarding Fax Destinations	107
Settings to Use Users Information on the LDAP Server as Destinations	107
Settings for Printing, Scanning, Copying and Faxing	112
Initial Settings for Printing	112
Preparing Scanning or Copying	121
Making Fax Features Available (Fax-Capable Printers Only)	124
Problems when Making Settings	149
Hints to Solving Problems	149
Cannot Access Web Config	150
Introduction of Advanced Features	152
Overview of Advanced Features	153
List of Advanced Features	153
Registration for the License Key	153
Erase Red Color	160
Overview of Erase Red Color	160
Activating Erase Red Color (Registration for the License Key)	160
Using Erase Red Color	160
Print Sets	162
Overview of Print Sets	162
Activating Print Sets (Registration for the License Key)	163
Using Print Sets	163
OCR Option	164
Overview of OCR Option	164
Activating OCR Option (Registration for the License Key)	164
Using OCR Option	164
Recommended Resolutions when Using OCR Option	165
IP Fax	165
Overview of IP Fax	165
Making IP Fax Features Available	168
Using IP Fax	184
Epson Print Admin Serverless	184
Overview of Epson Print Admin Serverless	184
Setting Up and Managing Epson Print Admin Serverless	186
Using Epson Print Admin Serverless	186
Loading Paper	188
Paper Handling Precautions	189
Paper Size and Type Settings	190
List of Paper Type	190
List of Detected Paper Sizes	191
Loading Paper	192
Loading Various Paper	194
Loading Envelopes	194
Loading Pre-punched Paper	195
Loading Preprinted Paper (Printing on 1-Side)	196
Loading Preprinted Paper (Printing on 2-Sides)	197
Loading Long Papers	198
Outputting Paper from the Finisher	199
Ejecting Documents Continuously	199
Placing Originals	200
Placing Originals	201
Detecting the Original Size Automatically	203
Originals that are not Supported by the ADF	204
Inserting and Removing a Memory Device	206
Inserting and Removing an External USB Device	207
Printing	208
Printing Documents	209
Printing from a Computer - Windows	209
Printing a Document Using the PostScript Printer Driver (Windows)	236
Printing from a Computer - Mac OS	240
Printing from the PostScript Printer Driver on Mac OS	249
Printing PDF Files from a Memory Device	253
Printing Documents from Smart Devices	256
Printing on Envelopes	257
Printing on Envelopes from a Computer (Windows)	257
Printing on Envelopes from a Computer (Mac OS)	258
Printing on Preprinted Paper	258
Printing on Preprinted Paper from a Computer (Windows)	258
Printing on Preprinted Paper from a Computer (Mac OS)	259
Printing Photos	259
Printing JPEG Files from a Memory Device	259
Printing TIFF Files from a Memory Device	262
Printing Web Pages	264
Printing Web Pages from Smart Devices	264
Printing Using a Cloud Service	265
Printing, Binding, and Sorting	266
Printing Layouts for Bookbinding	266
Printing and then Bookbinding	267
Printing and then Folding	269
Printing and then Stapling	273
Printing and then Punching Holes	275
Printing by Alternately Rotating Each Set of Copies by 90 Degrees	277
Printing by Offsetting Each Set of Copies	278
Printing by Inserting a Separator Sheet Between Copies	280
Printing by Separating Pages with Slip Sheets or Chapter Paper	281
Stacking Each Set of Copies by Sorting from a Memory Device	295
Printing from a Memory Device and Stapling	296
Printing from a Memory Device and Punching Holes	297
Copying	298
Available Copying Methods	299
Copying Originals	299
Copying on 2-Sides	300
Copying by Enlarging or Reducing	300
Copying Multiple Originals onto One Sheet	301
Copying in Page Order	302
Copying Originals Using Good Quality	302
Copying ID card	303
Copying Books	303
Copying Bar Codes Clearly	304
Copying with Page Numbers	304
Copying by Creating Booklets or Sorting	305
Erasing Red Characters when Copying	311
Copying Envelopes	312
Copying Using Group Print	312
Proof Copying	313
Basic Menu Options for Copying	313
Advanced Menu Options for Copying	316
Scanning	323
Available Scanning Methods	324
Scanning Originals to a Network Folder	324
Scanning Originals to an Email	326
Scanning Originals to a Computer	327
Scanning Originals to a Memory Device	328
Scanning Originals to the Cloud	329
Scanning Originals to Storage	330
Scanning Using WSD	330
Scanning Originals to a Smart Device	332
Menu Options for Scanning	333
Faxing (Fax-Capable Printers Only)	337
Before Using Fax Features	338
Overview of this Printer's Fax Features	338
Feature: Sending Faxes	338
Feature: Receiving Faxes	339
Feature: PC-FAX Send/Receive (Windows/Mac OS)	341
Features: Various Fax Reports	341
Feature: Status or Logs for Fax Jobs	342
Feature: Fax Box	342
Feature: Security when Sending and Receiving Faxes	343
Features: Other Useful Features	343
Sending Faxes Using the Printer	344
Selecting Recipients	345
Various Ways of Sending Faxes	346
Receiving Faxes on the Printer	352
Receiving Incoming Faxes	353
Receiving Faxes by Making a Phone Call	354
Saving and Forwarding Received Faxes	356
Viewing Received Faxes on the Printer's LCD Screen	357
Menu Options for Faxing	358
Enter Directly	358
Frequent	358
Recipient	358
Fax Settings	359
Menu	361
Menu Options for Fax Box	363
Inbox/Confidential	363
Stored Documents:	367
Polling Send/Board	370
Checking the Status or Logs for Fax Jobs	377
Displaying Information when Received Faxes are Unprocessed (Unread/Not Printed/Not Saved/Not Forwarded)	377
Checking Fax Jobs in Progress	378
Checking the Fax Job History	378
Reprinting Received Documents	379
Sending a Fax from a Computer	379
Sending Documents Created Using an Application (Windows)	379
Sending Documents Created Using an Application (Mac OS)	382
Receiving Faxes on a Computer	384
Checking for New Faxes (Windows)	384
Checking for New Faxes (Mac OS)	385
Canceling the Feature that Saves Incoming Faxes to the Computer	386
Expansion G3 Fax (Optional)	386
Fax Board (Super G3/G3 Multi Fax Board)	386
Sending Faxes Using the Printer with Optional Fax Boards	387
Sending Faxes From a Computer Using an Optional Fax Board	387
Checking the Status of the Lines (When Optional Fax Boards Installed)	388
IP Fax Feature (Optional)	389
IP Fax Features	389
Sending IP Faxes Using the Printer	389
Checking the Fax Transmission Line	390
Using Storage	391
Overview of the Storage Feature	392
About Storage	392
Types of Folders	393
Guide to the Folder Screen	393
Creating Folders	394
Saving Files to Storage	395
Saving to Storage Original Data to be Copied	395
Saving Data on a Memory Device to Storage	395
Saving Documents from a Computer to Storage (Windows)	396
Saving Documents from a Computer to Storage (Mac OS)	397
Using the Files in Storage	397
Printing Data from Storage	397
Printing from Storage by Creating a Booklet or Sorting	398
Saving Data in Storage to a Memory Device	401
Sending Files in Storage by Email	402
Saving Files in Storage to a Network Folder or Cloud Services (Backup)	402
Menu Options for Printing or Saving	403
Using Data Saved in Storage with Web Config	410
Managing Folders and Files	410
Searching for Folders and Files	410
Deleting Files Stored in the Folder	411
Changing the Storage Period or Set to Never Delete	411
Deleting Folders	411
Restricting Shared Folder Operations	411
Printing Using Saved Settings (Print Sets)	413
Copying Using Saved Groups	414
Saving Groups for Copying	414
Copying Using Saved Groups	415
Editing Groups for Copying Saved on the Printer	415
Deleting Groups for Copying Saved on the Printer	416
Printing Using Saved Groups (Storage)	416
Saving Groups for Storage	416
Printing Using Saved Groups (Storage)	417
Editing Groups for Storage Saved on the Printer	418
Deleting Groups for Storage Saved on the Printer	418
Printing Using Saved Groups (Computer) (Windows only)	418
Saving a Group for Printing from a Computer	419
Printing Using Saved Groups (Computer)	419
Editing Groups Saved to the Printer Driver	420
Deleting Groups Saved to the Printer Driver	420
Maintaining the Printer	421
Checking the Consumables Status	422
Improving Print, Copy, Scan, and Fax Quality	422
Checking the Clogged Nozzles	422
Running Auto Cleaning	423
Preventing nozzle clogging	424
Cleaning the Scanner Glass	424
Cleaning the ADF	426
In These Situations	430
When the Software Disc is not Available	431
When Replacing a Computer	431
Installing or Uninstalling Applications Separately	431
Installing the Applications Separately	431
Installing a PostScript Printer Driver	434
Adding a Genuine Epson Printer (for Mac OS Only)	435
Uninstalling Applications	435
Making Settings for Connecting to the Computer	437
Checking the Printer's Network Connection Status (Network Connection Report)	437
Connecting Directly to the Printer (Wi-Fi Direct)	437
About Wi-Fi Direct	437
Connecting to an iPhone, iPad or iPod touch using Wi-Fi Direct	438
Connecting to Android Devices using Wi-Fi Direct	440
Connecting to Wi-Fi Direct by Entering the SSID and Password	441
Connecting to Computer Using Wi-Fi Direct	442
Changing the Connection from Wi-Fi to USB	444
Using a Printer with the Access Control Feature Enabled	444
Logging on to the Printer from the Control Panel	445
Logging on to the Printer from a Computer	446
Registering a User Account on the Printer Driver (Windows)	446
Authenticating Users on Epson Scan 2 when Using Access Control	447
Moving and Transporting the Printer	447
Using the Manual Staple	447
Solving Problems	450
Problem Solving	451
Check the printer's error status.	451
Check the printer connection.	451
Check the printer settings.	452
Cannot Print, Copy, Scan, or Fax	453
The Application or Printer Driver do not Work Properly	453
The Printer Cannot Connect by USB	456
Cannot Copy	457
Cannot Send or Receive Faxes	457
Paper Does Not Feed or Eject Correctly	464
Printing, Copying, Scanning, and Faxing Quality is Poor	471
Print Quality is Poor	471
Copy Quality is Poor	477
Scanned Image Problems	482
The Quality of the Sent Fax is Poor	485
Received Fax Quality is Poor	487
A Message or Error Code is Displayed on the LCD Screen	487
A Message is Displayed on the LCD Screen	487
Error Code is Displayed on the Status Menu	489
Paper Gets Jammed	496
Paper or Staples Get Jammed in the Staple Finisher	496
Preventing Paper Jams	497
Access Point	498
It is Time to Replace Consumables and Maintenance Parts	499
It is Time to Replace the Ink Cartridges	499
It is Time to Replace the Maintenance Box	500
Locking the Front Cover	501
It is Time to Replace the Pickup Rollers	503
It is Time to Replace the Staple Cartridge	504
Cannot Operate the Printer as Expected	505
The Printer Does Not Turn On or Off	505
Operations are Slow	506
LCD Screen Gets Dark	507
Touch Screen Does Not Respond	507
Cannot Operate from the Control Panel	507
\	508
Printing is Paused	508
Memory Device Is not Recognized	508
Cannot Save Data to a Memory Device	508
Operation Sounds Are Loud	509
The Date and Time Are Incorrect	509
The Root Certificate Needs to be Updated	509
The Print Settings Menu is Not Displayed (Mac OS)	509
Slight Electric Shock when Touching the Pinter	509
Sender's Fax Number Not Displayed	510
Sender's Fax Number Displayed on Received Faxes is Wrong	510
Cannot Make Calls on the Connected Phone	510
Answering Machine Cannot Answer Voice Calls	510
A Lot of Junk Faxes Have Been Received	510
Cannot Solve Problem After Trying All Solutions	511
Cannot Solve Printing or Copying Problems	511
Product Information	513
Paper Information	514
Available Paper and Capacities	514
Consumable Products Information	519
Ink Cartridge Codes	519
Maintenance Box Code	520
Pickup Rollers Code	520
Staple Cartridge Code	521
Information on Optional Items	521
Codes for Optional Items	521
Software Information	523
Application for Printing from a Computer (Windows Printer Driver)	523
Application for Printing from a Computer (Mac OS Printer Driver)	524
Application that can print PostScript Fonts (Windows PostScript Printer Driver)	525
Application that can print PostScript Fonts (Mac OS PostScript Printer Driver)	526
Application that can print PCL Language (PCL Printer Driver)	527
Application for Scanning Documents(Document Capture Pro)	527
Application for Controlling the Scanner (Epson Scan 2)	528
Application for Configuring Fax Operations and Sending Faxes (FAX Utility)	529
Application for Sending Faxes (PC-FAX Driver)	530
Application for Configuring Printer Operations (Web Config)	530
Application for Updating Software and Firmware (Epson Software Updater)	532
Software for Managing Devices on the Network (Epson Device Admin)	533
Epson Authentication System (Epson Print Admin)	533
Settings Menu List	534
General Settings	534
Print Counter	578
Supply Status	578
Maintenance	578
Language	579
Printer Status/Print	579
Contacts Manager	580
User Settings	581
Authentication System	581
Product Specifications	582
Printer Specifications	582
Scanner Specifications	583
ADF Specifications	583
Fax Specifications(Fax-capable Printers Only)	584
Using Port for the Printer	585
Interface Specifications	586
Network Specifications	587
PostScript Level 3 Compatibility	590
Supported Third Party Services	590
Memory Device Specifications	590
Supported Data Specifications	591
Dimensions	591
Electrical Specifications	592
Environmental Specifications	593
Installation Location and Space	593
System Requirements	598
Font Specifications	598
Storage Specifications	613
Option Specifications	613
Staple Finisher Specifications	613
Inner Finisher Specifications	616
Super G3/G3 Multi Fax Board Specifications	618
10/100/1000 Base-T,Ethernet Specifications	618
Inner Tray Specifications	618
High Capacity Tray Specification	618
Optional Dual Cassette Specification	619
Wireless LAN Interface Specifications	619
HDD Specification	620
Regulatory Information	621
Standards and Approvals	621
German Blue Angel	622
Restrictions on Copying	622
Administrator Information	624
Managing the Printer	625
Checking Information for a Remote Printer	625
Managing the Network Connection	625
Configuring Email Notifications When Events Occur	630
Setting the Control Panel	632
Controlling the Panel Operation	633
Power Saving Settings During Inactivity	635
Setting the Sound	636
Settings to Erase HDD Data	637
Backing Up and Importing Printer Settings	638
Updating the Firmware	640
Synchronizing the Date and Time with Time Server	642
Clearing Internal Memory Data	643
Manageing your Contacts	643
Controlling the Power Supply to the Printer Using Web Config	644
Restore Default Settings	644
Editing the Layout of the Home Screen	645
Product Security Settings	645
Restricting Available Features	645
Restricting USB Connections and Use of External Memory	648
Making Settings for Password Encryption	649
Using the Audit Log Feature	651
Setting a Password Policy	652
Restricting Access from Applications	652
Restricting File Operations from PDL	653
Changing the Administrator Password Using Web Config	653
Enabling Program Verification on Start Up	654
Configuring Domain Restrictions	654
Network Security Settings	655
Controlling Using Protocols	655
Using a Digital Certificate	660
SSL/TLS Communication with the Printer	668
Encrypted Communication Using IPsec/IP Filtering	670
Connecting the Printer to an IEEE802.1X Network	682
S/MIME Settings	685
Network Security Issues	688
Using Epson Open Platform	694
Epson Open Platform Overview	694
Configuring Epson Open Platform	695
Validating of Epson Open Platform	696
Epson Remote Services Information	696
Where to Get Help	697
Technical Support Web Site	698
Contacting Epson Support	698
Before Contacting Epson	698
Help for Users in Europe	698
Help for Users in Taiwan	699
Help for Users in Australia	699
Help for Users in New Zealand	700
Help for Users in Singapore	700
Help for Users in Thailand	700
Help for Users in Vietnam	701
Help for Users in Indonesia	701
Help for Users in Hong Kong	702
Help for Users in Malaysia	702
Help for Users in India	702