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Updated April 2, 2009
Problem determination
Any problems that arise with a SureMark printer are either software errors or
hardware failures. This section contains information to help you determine the
cause of a problem and how to solve it.
If the SureMark printer fails, use Table 3 to identify and report the problem. Follow
the procedures described in the table. If you can not identify and solve the problem,
call your service representative.
Table 3. Troubleshooting (Models TI1, TI2, TI3, TI4, TI8, TI9, TG3, TG4, TG8, and TG9)
If the problem is...
Printer ready indicator is OFF.
Printer ready indicator is blinking.
Checks not flipping
Checks not reading
Customer receipt station is feeding
paper, but is not printing.
Document insert station is not
printing
Scanned images streaked, too
light, or too dark
Notes:
1. Record all symptoms before calling for service.
2. If you receive software error messages, refer to the application program's
3. Call your service representative.
Then do this...
v If connected to a system using the RS-485 communication port, check that
the system is powered ON and cable 7 is connected.
v If using the EIA-232 communication port or a USB port with a power brick,
check that the brick power supply is connected to the printer and plugged into
an ac power source.
v If using USB communication with a powered USB cable, check that the
system is powered ON.
v Check that the customer receipt station has paper loaded correctly. Close the
cover and push the Customer Receipt Feed button to feed a small amount of
paper.
v Check the document insert station print head and paper path for any
obstructions.
v Check that the paper and ribbon covers are closed.
Go to "Clearing jams in the check flipper area" on page 55.
Go to "MICR reader read head cleaning" on page 56 or "Document scanner
cleaning (Model TI8, TI9, TG8, TG9)" on page 59 or "Document scanner
calibration (Models TI8, TI9, TG8, TG9)" on page 60.
v Ensure that the paper roll is not upside down. Go to "Paper loading" on page
53.
v Clean the print head. See "Thermal print head cleaning" on page 57.
v Check the paper path.
v Check to see if the ribbon is installed correctly.
v Change the ribbon, go to "Ribbon loading" on page 51.
v Clean the scanner window. Go to "Document scanner cleaning (Model TI8,
TI9, TG8, TG9)" on page 59.
v Calibrate the scanner. Go to "Document scanner calibration (Models TI8, TI9,
TG8, TG9)" on page 60
v Clean or replace the registration plate.
software manual.
Chapter 5. Testing and problem analysis
67
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