220-801 · Question #134
A laser multi-function device in an office is able to scan documents, but users are reporting that when they try to make copies they receive an error. Which of the following troubleshooting steps…
The correct answer is D. Check the toner level to see if it is low. When a laser MFD can scan but not copy, the most likely cause is insufficient toner, since copying requires the print engine while scanning does not.
Question
A laser multi-function device in an office is able to scan documents, but users are reporting that when they try to make copies they receive an error. Which of the following troubleshooting steps should a technician try FIRST?
Options
- AApply a new preventative maintenance kit.
- BEnsure the MFD is connected and on the network.
- CReplace all empty ink cartridges in the MFD.
- DCheck the toner level to see if it is low.
How the community answered
(66 responses)- A6% (4)
- B12% (8)
- C3% (2)
- D79% (52)
Why each option
When a laser MFD can scan but not copy, the most likely cause is insufficient toner, since copying requires the print engine while scanning does not.
A preventative maintenance kit addresses worn mechanical components and is not the first step before checking a basic consumable like toner.
Copying on a laser MFD is a local function that does not require network connectivity, so network status is not relevant to this specific symptom.
Laser MFDs use toner, not ink cartridges - replacing ink cartridges is not applicable to this device type.
Scanning is an optical process that requires no consumables, while copying requires printing output - a low or empty toner cartridge will trigger an error during the print phase of copying but will not affect scanning functionality at all.
Concept tested: Laser MFD copy vs. scan consumable dependency
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