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3100cn Stuck on 004-321 Restart
The printer was installed and configured for network use. Test pages and printer info were printed successfully. Upon the first "actual" print job being issued, the printer display reads "004-321 Restart". According to the help files, this is solved by turning the printer off for 10 seconds and back on. However, the error persists. I've gone so far as to disconnect from power completely and disconnect it from the network (you never know what the problem coudl be sometimes) without a change in behavior. There does not appear to be any paper jammed.
I just got this thing out of the box. Please tell me it's something really simple that the manual simply fails to address or something that I've overlooked.
Courtney123
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Posted November 5th, 2004 01:00
Let's step back and relook at a few things:
1 - You said you were able to printer a test page. Correct? That should indicate the mechanical portion of the printer is working.
2 - When you first power up the printer - does the message window ever get to "Ready to Print" ?
Courtney
- I was very careful to remove all the shipping tape/spacers. The printer will not respond to print jobs. The menu on the panel is inaccessible and it only displays the error message. I cannot remove the toner cartridges to reinstall them because the printer menu to rotate them is not available. I have removed and reinstalled the drum cartridge without a change in behavior.
Courtney123
30 Posts
414
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Posted November 5th, 2004 02:00
Okay, thanks for the details. Understand I am not a Dell tech support person but a CIO with 30 years experience so I'm walking you through some basic troubleshooting. I battled my own problems with the 3100cn this weekend so I'm more familar with it than I want to be :-)
Here's what I got from your excellent list:
The problem started when you installed on the second workstation (#6)I suggest you uninstall the drivers/software from the second workstation. Reboot both computers. If there's no change, turn the printer off, disconnect the network cable and power it back up while holding the MENU button. This restores the factory defaults. See if the menu works. If so, plug the network cable back in and see if workstation 1 can print.
I'll check back here in about 30 minutes.
Courtney
- Sorry, I'll be more explicit.1. I setup the printer2. I printed the printer information page via the front console3. I installed the printer drivers on the server4. I setup the printer on one workstation5. I printed a test page from the workstation (successful)6. I setup the printer on a second workstation7. I sent a print job to the printer from the second workstation8. The printer did not print the job and displayed the error message to restart9. I restarted the printer10. The error is immediately displayed as soon as the printer completes the POST11. repeat steps 9/10 a dozen times.12. Remove and replace the drum cartridge, open all the covers, tray, etc looking for paper jams13. repeat steps 9/10 a couple more times.14. Error still displayed/Front console unresponsive
- At one point in my own troubleshooting proceedure, I disconnected the printer from the network, removed the power cable completely for 30 seconds and then reattached the power cable and powered up the printer while still disconnected from the network. The behavior remained unchanged. I was not aware of the procedure to restore factory defaults as you mentioned--but I won't have a chance to try them until tomorrow (as I'm at home now). I appreciate all your help. For myself, I'm not a traditional IT worker, but a licensed CPA with an IT background (primarily sql/php programming). My hardware experience has been completely on an "as needed" basis. Typically, I'm consulting with companies on accounting system selection, installation and support.
Courtney123
30 Posts
414
0
Posted November 5th, 2004 05:00
Good luck. I'll be interested to hear how it turns out. On the surface I'd suspect the software install for the second workstation. It could be it scambled the printer settings. Testing the printer while disconnected from the network should have isolated that workstation and cleared the problem. With the problem still remaining after you pulled the network cable - the settings now become the prime suspect.
If not, I can tell you from my recent experience that Dell support is pretty good. They answered the call in less than a minute, diagnosed the problem in 15 minutes, overnighted the needed part and a tech is coming tomorrow to make the fix.
Good luck!
- I just experienced the same problem. Called Dell support. It appears to be a DRUM problem. Turn printer off, remove and reinstall the drum, turn back on. If you get the 004-321 error again it's a bad drum, call Dell for a replacement (free if within initial warranty period).
Courtney123
30 Posts
413
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Posted November 5th, 2004 00:00
Will it print a b/w only page?
If so - double check and make sure you removed ALL the blue color cartridge covers. There's 4 of them.
If you did, then check to make sure none of the blue tape attached to those covers broke off and remain inside when the covers were removed. That's what happened to me.
Courtney