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'Communication Not Available' or "Document Failed to Print" Error Message and the Print Job Stalls in Print Queue |
Document ID:SO4473 |
| Properties |
Problem
Solution
Select from one of the Microsoft Windows topics below in an attempt to resolve your printing issue. Macintosh users should visit Apple's printer troubleshooting tips for equivalent topics.
Important! The topics are ordered by witnessed probabilty, however, feel free to jump to any point of interest in the article.
- What you will see
- When to use this article
- Before you begin
- Port Selection
- Default Printer
- Firewalls
- Printer Offline
- Printer Ready State
- Printer Paused
- Driver Selection
- Application
- Windows Print Spooler and Print Queue
- Last Resort
Important! Again, many of these topics assume that the Wi-Fi indicator light is green and the printer is communicating on the network. You can test network communication by accessing the embedded web server or performing a ping test. NOTE: Click here if unsure of your printer's IP address.
What you will see
When attempting to print, you receive Communication Not Available or Docuemnt Failed to print error message. However, the Wi-Fi indicator light 
shows no sign of a communication problem.
| Microsoft Windows XP illustration | Microsoft Windows 7 |
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Consider this article if the following conditions apply:
- The printer displays a green Wi-Fi indicator light if using wireless communication, or orange light if connectied to the computer with a USB cable.
- You are able to print an internal test, setup, or demo page.
- You have been able to print up until recently.
- You can confirm or verify communication to the printer.
- You can confirm that your computer is communicating over the network.
- You can confirm that you are not connected to your workplace using a virtual private network(VPN) connection. NOTE: You will have to switch to a USB connection, or your IT department will have to consider VPN tunneling.
NOTE: The light may remain green on some models when switching from wireless to USB. This is common on late model All-In-One printers. You can also click here for more information about Wi-Fi indicator light behavior.
Related Articles
- Click here if the Wi-Fi light is flashing orange
to identify the trouble code. - Click here for an additional list of Installation and communication troubleshooting information.
- Click here to access a basic installation and troubleshooting table of contents. If you have a specific problem, perform an indivudual KnowledgeBase search.
- Important! Do not continue with this article if an error condition exists on the printer.
Suggestion: Leave this article and perform an indivdual search on the error condition displayed on the printer.
- If you are having difficulties with a USB data cable connection, try the following:
- Replug both ends of the USB cable.
- Try a different USB cable.
- Try a different USB port on the computer.
- Remove port replicators, USB hubs, docking stations, extension cables.
- Disconnect other USB peripherals.
- Avoid USB cables longer than 10 feet.
- Look for the presence of the device in Windows Device Manager or Macintosh's Profiler.
| "Device Manager" for Windows users | System "Profiler" for Macintosh users |
|
Click here for instructions. |
Click here for instructions. |
Important! If you have tried all of the above suggestions, please contact your computer hardware manufacturer. An updated software driver may be available for your computer's USB chipset.
- Connected to Wireless Network? Click here if you are unsure about signal or connectivity.
Make sure you have read Before you begin.
Network printer users! Print out a network settings page from the printer as you will need your printer MAC(UAA) and IP Address. Hint: This is a series of button presses on the printer, e.g., Setup > Network Setup > Print Setup Page.
- Next, open the Printers, Printer and Faxes, or Device and Printers folder.
To do this:
| Windows XP users |
Windows Vista users |
Windows 7 users |
| Click on Start > Settings > Printers an Faxes, or Start > Control Panel > Printers and Faxes. | Click on Start > Control Panel > Hardware and Sound > Printers. | Click on Start > Device and Printers. |
- Right-click on the printer object.
- Select Properties from the drop-down list. NOTE: Windows 7 users should select Printer properties.
- Click on the Ports tab.
- Look at the port with the check mark.
- See decision tables below for next action.
USB Connection Decision Table
Question: Do you see the port listed?
| If the answer is... | You should.... | And... |
| Yes, but more than one USB port is listed... |
Try different USB00x ports, click Apply, and then attempt to send a test page under the General tab. x denotes the numbered USB port location. Systems can have multiple USB ports. Click here for animated illustration. |
Does the printer print?
|
| No, the USB port cannot be found. | Check the topics again under Before you begin. | Consider contacting your hardware or operating system vendor. |
Wireless or Network Connection Decision Table
Question: Do you see the port listed? Hint: The port will resemble something similar to "Printer Model_Series MAC(UAA)_P1."
NOTE: Only the last 6-digits of the MAC address are are used in the port name.
Click here for illustration.
| If the answer is ... | Then... | And ... |
| Yes, but the printer will not print a test page under the General tab. | See Before you begin. |
Follow the instructions outlined in one of these two articles: The same article should be followed if replacing or resetting a router or changing security parameters. |
| Yes, and the printer prints a test page under the General tab. | Try to print from a different application. | See the remaining topics below. |
| No, the port is not found. | Click Add Port | Select the "Lexmark "Series" Port" and attempt to recreate the port using the Network Configurtion Utility. |
To do this:The wrong printer is set as "default".
Windows XP Illustration
What to do:
Windows XP users
Windows Vista users
Windows 7 users
Click on Start > Settings > Printers an Faxes, or Start > Control Panel > Printers and Faxes.
Click on Start > Control Panel > Hardware and Sound > Printers.
Click on Start > Device and Printers.
NOTE: New printers will have two print objects. Make sure you have selected the correct USB or Network print object.
Firewalls tend to be a major culprit in preventing communication to the printer. Running more than one firewall application is especially problematic.
This table provides topic links that help identify inkjet printer driver processes that may be flagged, or quarantined, by your firewall application.
HINT: Temporarily disable all firewall applications, and then try to print again.
Topic Links
All Models
Firewall Preventing Communication or "Communication Failure" Error When Trying to Scan, Print, or Perform a Smart Solution Function
Click here
Processes utilized by Inkjet printers
Click here
Ports tied to processes utilized by printer
Click here
The Effects of Firewall Applications
Click here
Communication Problems due to Windows Firewall Exceptions not being Selected for Lexmark
Click here
How to Disable Microsoft Windows Vista Firewall
Click here
How to Verify Microsoft Windows Vista Firewall Exceptions
Click here
Communication Error When Trying to Print or Scan (US only).
Click here
Jobs stuck in Print Queue; Possible (coms), (pswx) or (jswx) Processes blocked by Firewall
Click here
Click here for possible additional topics.
Printer Offline To do this:
The printer is set to "Offline" and the printer object/icon appears washed-out.
What to do:
Windows XP users
Windows Vista users
Windows 7 users
Click on Start > Settings > Printers an Faxes, or Start > Control Panel > Printers and Faxes.
Click on Start > Control Panel > Hardware and Sound > Printers.
Click on Start > Device and Printers.
- Right-click on the printer object (icon), and select Use Printer Online.
- Microsoft Windows 7 users will double-click on icon, select printer and then de-select Use Printer Offline.
Click here for Windows 7 illustration.
See Before your begin.
The printer is in an "Intervention Requested" state (e.g. paper jam, paper out) but no Windows print error notification message is being displayed.
Explanation
The print job cleared the print queue. This means the print queue icon has disappeared from the notification area ('systray') of the task bar, but the printer is holding the job until the needed steps are taken to return the printer to a ready state.
What to do
Check the printer LCD, or operator panel menu to verify that the printer is in a ready state. If not, take whatever action is necessary to return it to the required status.
The printer or print queue is paused and the print queue icon remains in the notification area ('systray') of the task bar.
Explanation:This is typically an end user error. Hint: Dragging the mouse cursor over the print queue icon in the notification area will reveal (1,2,3) document(s) pending for (User name).
What to do:
- Double-click on the print queue icon to open the print queue.
- Click on Printer in the upper left-hand corner of the menu bar.
- Is there a check mark next to Pause Printing?
-If yes, click on Pause Printing to turn off this Windows feature.
-If no, confirm that there is a check mark next to Set As Default Printer and make sure Use Printer Offline is not selected.
Click here for a Windows 7 illustration.
Simply stated, the wrong printer driver is selected in the application or operating system.
Application suggestion:
Select File > Print and investigate to make sure the proper printer driver is selected.
Important! You may have more than one instance of the driver installed on your computer. If this is the case, make sure this driver is set as default, pointed to the correct port and not paused or offline.
Click here for illustration.
Operating System suggestion:
To do this:
Windows XP users
Windows Vista users
Windows 7 users
Click on Start > Settings > Printers an Faxes, or Start > Control Panel > Printers and Faxes.
Click on Start > Control Panel > Hardware and Sound > Printers.
Click on Start > Device and Printers.
- Locate the printer.
- If another printer is current selected, right-click on the correct printer and select Place a check Make sure it is selected as your default printer.
Click here for Windows 7 illustration.
Try printing from a different application to see if the problem is application-specific.
Are you able to print successfully?
- If yes, contact or reference the application's technical support resources.
- If no, consider one of the other topics in this article or contact Lexmark for further diagnosis.
A problem with the Windows print spooler is preventing successful printing.
First, attempt to clear the print queue and try printing again. Click here for further instructions. If unable to clear the print queue, click here for additional assistance.
Second, stop and start the Windows print spooler.
To do this:
- In Windows XP, click Start > Control Panel > Administrative Tools > Services, click on Print Spooler, click on Stop the service, and then click on Start the service.
- In Windows Vista and Windows 7, click Start, type services.msc in the Start Search box, and then click services.msc in the Programs list. Right-click on Print Spooler, and then click Stop. Finally, right-click on Print Spooler again, and then click Start.
Try uninstalling and reinstalling the printer software. Otherwise, contact Lexmark for further assistance. NOTE: When calling Lexmark for support, you will be required to provide your machine/model type and serial number.
Please be near the computer and printer in case the technician ask you to perform a task involving one of these devices.