Troubleshooting

Power

Cannot turn on SELPHY

  • Confirm that the power cord is connected and plugged in correctly ().
  • Hold down Power button until the startup screen is displayed ().
  • When using a battery pack, confirm that it is charged and inserted correctly.

Screen

Image selection screen is not displayed

  • With the ID Photo settings screen displayed, press Back button to display the Home screen, press Up button or Down button to choose [Select & Print], and then press OK.

Printing

Cannot print

  • Confirm that SELPHY is on ().
  • Confirm that the paper and ink cassettes are loaded correctly (, ).
  • Confirm that the ink sheet is not loose ().
  • Confirm that you are using paper designed especially for SELPHY ().
  • Replace the ink cassette and refill the paper cassette as needed (, ).
  • Confirm that you are using the correct combination of paper, paper cassette, and ink cassette ().

Cannot display or print images on memory cards or USB flash drives

  • Confirm that the memory card is fully inserted in the correct slot, with the label face-up (, ).
  • Confirm that the USB flash drive is fully inserted in the correct port ().
  • Confirm that the image format is supported ().
  • Confirm that a memory card requiring an adapter has not been inserted without the adapter ().
  • Check the formats supported for USB flash drives ().

Cannot print from a camera

  • Confirm that your camera supports PictBridge (, ).
  • When printing via USB, confirm that SELPHY is connected directly to the camera with the USB cable ().
  • Confirm that your camera batteries have enough charge left. If the batteries are depleted, replace them with fully charged or new ones.
  • Remove any memory cards or USB flash drives from SELPHY.

Cannot print from a computer

  • Confirm that you have installed the printer driver correctly ().
  • Remove any inserted memory cards or USB flash drives.
  • When printing via Wi-Fi, confirm that both SELPHY and the computer are correctly connected to the router ().
  • When printing via USB, confirm that SELPHY is connected directly to the computer with the USB cable (, ). The printer may not work correctly if it is connected to a computer via a USB hub.
  • Windows: Confirm that the printer is not offline. If so, right-click the printer icon and bring the printer online.
  • Windows: Use the latest version that is compatible with Mopria.

Date/file number missing when printing from memory cards or USB flash drives

  • Confirm that SELPHY is set up to print the date or file number (, ). Note that dimmed settings on the [Print settings] screen are not available. Note that in DPOF printing, date/file number printing is configured on the camera.

Date/file number missing when printing from cameras

  • Confirm that adding the date/file number is enabled on the camera. Note that under standard camera settings, the date/file number setting on SELPHY is used.

Print quality is poor

  • Confirm that the ink sheet and paper are free of dirt or dust.
  • Confirm that the inside of SELPHY is free of dust ().
  • Confirm that no condensation has formed on SELPHY ().
  • Confirm that SELPHY is away from sources of electromagnetic waves or strong magnetic fields.

Printed colors do not match the colors displayed

  • Color is produced in different ways by printers and display devices. Colors may also look different depending on the intensity and color temperature of lighting in the monitor viewing environment, as well as monitor color calibration.

Individual images are printed reduced, in only one layout position

  • Change the [Page Layout] setting (). When a layout in [Page Layout] other than [1-up] is selected, individual images are printed in one layout position per sheet if you print from a camera or other device that can only send one image at a time.

Printing takes too long

  • SELPHY will temporarily halt printing if it exceeds a specific temperature; this does not indicate a problem. Wait until the printer cools off. Printing continuously, using SELPHY in hot environments, or causing it to become hot inside (by accidentally blocking the air vents on back, for example ()) may cause printing to stop temporarily, which delays printing.
  • Printing may take some time, depending on the printing environment. If so, try printing a different way—from a memory card, via Wi-Fi, or via USB.

Cannot cancel printing

  • It may not be possible to cancel printing in progress by using Back button on SELPHY if you are printing from a smartphone, camera, or computer. If [Back button] is not displayed on SELPHY, use the device you are printing from to stop printing.

Paper

Paper does not fit in the cassette

  • Confirm that the paper is the same size as the paper cassette ().

Paper feed problems or frequent paper jams occur

  • Confirm that the paper and cassette are inserted correctly (, ).
  • Confirm that there are less than 19 sheets in the cassette.
  • Confirm that 19 or more prints have not collected on the paper cassette.
  • Confirm that you are using paper designed especially for SELPHY ().
  • Make sure you are not using paper that has already been used for printing, such as paper that has blank areas.

Cannot print the correct quantity (unused paper left after ink runs out)

  • Some unused paper may remain if the ink runs out first.
  • Confirm that there is still ink left.

Paper jams

  • If paper protrudes from the front or back paper ejection slot (), carefully pull it out. If you cannot remove the paper by gently pulling it out, never force it out. Turn the printer off and then on. Repeat until the paper is ejected. If you accidentally turn the printer off while printing, restart it and wait until the paper is ejected. If paper jams and cannot be removed, contact your retailer or a Customer Support Help Desk. Do not attempt to remove jammed paper by force, which may damage the printer.

Wi-Fi

Do not use the printer near sources of Wi-Fi signal interference, such as microwave ovens, Bluetooth devices, or other equipment operating on the 2.4 GHz band.

Printer network name (SSID) is not displayed when connecting to a camera or smartphone

  • As the connection method, choose [Direct Connection] (, ).
  • Keep the printer near the camera or smartphone, without objects between them.

Router is not displayed on SELPHY
Cannot connect SELPHY to the router

  • As the connection method, choose [Via Wireless Router] ().
  • Confirm that the router is on and ready for communication. For instructions on how to check, refer to the router user manual.
  • If there are many routers but the required one is not listed, connect by using [WPS Connection] () or by selecting [Manually] in [Via Wireless Router] ().
  • Keep SELPHY near the router, without objects between them.
  • Confirm that the password is correct, and try connecting again.
  • Confirm that the router channel is set in a range of 1–11. Instead of auto channel assignment, it is advisable to specify a channel in this range manually. For instructions on checking or adjusting the settings, refer to the router user manual.
  • If the router filters communication by MAC or IP addresses, on the router, register the information about SELPHY shown when you check the settings in [Confirm Settings] (). For instructions on checking or adjusting the settings, refer to the router user manual.
  • In WEP networks without DHCP, set the IP address manually ().

Cannot connect via Wi-Fi

  • SELPHY cannot communicate on the 5 GHz band. Enable use of the 2.4 GHz band in the settings of your router.
  • Try restarting SELPHY. If a connection still cannot be established, check the settings of the wireless router or other device for the Wi-Fi connection.
  • If connection is not possible with [WPS Connection], try connecting by using [Find wireless routers] () or by selecting [Manually] in [Via Wireless Router] ().

Can connect to router, but cannot print

  • Remove any inserted memory cards or USB flash drives.
  • Printing is not possible when the printer is already printing a job from another device, or when the printer is connected to a camera.
  • Confirm that the camera, smartphone, or computer you are printing from is connected to the same router as SELPHY.
  • Check the router password and try to connect again ().
  • If a message is displayed after you enter the correct password and press OK (), confirm that DHCP server functionality is enabled on the router, and make sure connection settings on SELPHY such as the IP address are correct ().
  • Check the router settings to confirm that communication between the devices is allowed.

Printing takes too long, or the Wi-Fi connection is lost

  • Do not use the printer near sources of Wi-Fi signal interference, such as microwave ovens, Bluetooth devices, or other equipment operating on the 2.4 GHz band. Note that even when [Direct connection] or [Wi-Fi] is displayed, image transmission may take some time.
  • [Direct Connection] (, ): Keep SELPHY near the camera or smartphone, without objects in between.
  • [Via Wireless Router] (): Keep SELPHY near the router, without objects in between.

Cannot connect via Wi-Fi from the computer

  • In Windows, enable [Network Discovery].
  • In macOS, add SELPHY as a printer for the computer ().

Message displayed when connecting a camera or smartphone

  • Up to 8 devices can be connected at once using [Direct Connection], and IP addresses can be allocated to up to 32 devices. Attempting to connect more than 8 devices will display a message. In this case, use one of the connected devices to disconnect from the printer, press OK on SELPHY to clear the message, and then use the device for the new connection to connect to SELPHY. If disconnection is not possible using a connected device, turn off the printer momentarily to disconnect all devices, and then turn the printer on again.

Error messages

Error messages indicate problems with SELPHY. When error messages include troubleshooting tips, follow the instructions. If only an error message is displayed, follow the suggestions in “Troubleshooting” ().

If the problem persists, contact a Customer Support Help Desk.

Note

  • If a problem occurs while SELPHY is connected to another device, an error message may also be displayed on the device. Check both SELPHY and the device.