Troubleshooting
Troubleshoot any printer issues as described in this section. If the problem persists after troubleshooting, contact your nearest customer support help desk.
Power
Cannot turn on the printer.
- Check the remaining battery level ().
- If connecting the printer to a power source does not charge the battery, press the forced shutdown switch () with a thin, pointed object and try charging again.
Charging
Battery cannot be charged.
- Charging is not possible during printing. Charge when the printer is ready to print or with the power turned off.
- Use a battery charger specified for the printer ().
- If connecting the printer to a power source does not charge the battery, try reconnecting the charging cable. If the battery still will not charge, press the forced shutdown switch () with a thin, pointed object and confirm that charging has commenced.
Battery runs out of power quickly.
- Battery performance is reduced at low temperatures.
- Battery power may be consumed faster under some print settings.
- Battery power is consumed while the printer is waiting to print. To be able to print as much as possible before charging again, turn the printer off after printing.
- Battery level indicators on the printer and in the app are for reference only. The battery may run out of power quickly under some printing conditions. Charge the battery as soon as possible after use.
Charging error: STATUS lamp blinks slowly in red and CHARGE lamp blinks slowly in green.
- Although charging will stop if the printer temperature rises past a certain level, this does not indicate a problem. Disconnect the battery charger, turn off the printer, and wait for it to cool down. This charging error is more likely to occur during continuous printing or when the ambient or internal printer temperature is high.
Charging takes longer, or a charging error occurs (STATUS lamp blinks quickly in red and CHARGE lamp blinks quickly in green).
- Charging may take longer or a charging error may occur if the printer is not used over an extended period. If so, reconnect the charging cable and charge the printer again.
- Use a battery charger specified for the printer ().
- If the problem persists, contact a customer support help desk.
Printing
Cannot print.
- Confirm that the printer is on ().
- Confirm that the paper and the ink cassette are loaded correctly ().
- Confirm that the ink sheet is taut ().
- Confirm that you are using paper designed especially for the printer ().
- Replace the ink cassette and replenish the paper as needed ().
Print quality is poor.
- Confirm that the ink sheet and paper are free of dirt or dust.
- Confirm that the inside of the printer is free of dust.
- Confirm that no condensation has formed on the printer.
- Confirm that the printer is away from sources of electromagnetic waves or strong magnetic fields.
Printed colors do not match the colors on the smartphone screen.
- Color is produced in different ways by the smartphone screen and the printer. Colors may also look different depending on screen color calibration and the brightness and color temperature of lighting in the screen viewing environment.
Printing takes too long.
- Although printing will be paused if the printer temperature rises past a certain level, this does not indicate a problem. Wait a while before printing, or turn off the printer and wait for it to cool down before you continue. Occasional pauses will cause printing to take longer than usual if you print continuously or use the printer in hot environments, or when the printer becomes hot internally.
- Pausing may be more frequent under certain print settings.
Cannot cancel printing.
- Even if you cancel printing in progress, the current print job will still be printed.
- Canceling a multi-sheet print job in progress will stop printing after the current sheet is printed.
Paper
Paper feed problems or frequent paper jams occur.
- Confirm that paper is loaded correctly ().
- Confirm that the paper is not folded, peeling away from the backing, or previously printed on.
- Confirm that no more than 10 sheets are loaded.
- Confirm that you are using paper designed especially for the printer ().
- The printer may produce poor results if the ambient temperature is too high or low. If so, try printing again in a location where the temperature is 15–35°C (59–95°F).
Cannot print the correct quantity (unused paper left after ink runs out).
- Some unused paper may remain if the ink runs out first, depending on how the printer is used.
Paper is not ejected.
- Any paper left sticking out of the front of the printer should be carefully pulled 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 dealer or a customer support help desk. Do not attempt to remove jammed paper by force, which may damage the printer.
Wi-Fi
“Connection has failed.” is displayed.
- Confirm that the printer is on ().
- Turn on location services on the smartphone.
- To register a new printer in the app, tap [
] in the upper left on the app home screen, then tap [Register/reregister printer]. - Registration using the QR code will not be possible if you have changed the password by using [Change the password]. If so, register the printer manually.
- If you forgot the password after changing it, reset the printer settings as follows, then register the printer again in the app.
Turn the printer on. → Press and hold the power button for at least 1 sec., which will turn off the STATUS lamp. → Keep pressing the power button. → When the STATUS lamp starts blinking, release the power button.
Printing takes too long.
- 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.
- Keep the printer near the smartphone, without objects between them.
App
QR code cannot be scanned.
- Confirm that the QR code is not obscured by shadows, and that you are scanning it straight-on.
- It may not be possible to scan the QR code well on some smartphones. If so, register the printer manually.
“This photo cannot be used.” is displayed.
- If “This photo cannot be used.” is displayed in the app, the image may be too large. Before you attempt printing again, try to make the image smaller by reducing or cropping it.
Error messages
- In case of printer problems, lamps on the printer are activated and a message is displayed on the smartphone. 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.
- If you will restart the printer, make sure the paper and the ink cassette are loaded correctly before you turn it on.
App and printer updates