Sony UP-GR700 User Manual

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Troubleshooting

23

When the following error numbers and error messages 
appear, take the remedy next to each message.

Before submitting the product for repair, please recheck 
the following. If the unit still does not operate properly, 
contact your supplier or the nearest Sony Service Center.

W50

Printer not ready.

W51

Ink ribbon has run out.
Please replace the ink ribbon.

W52

Please place the proper size of paper 
and ink ribbon in the printer.
Also, check the paper size setting of 
the printer driver.

W53

Front door is open.
Please close the door.

W54

Ink ribbon is not set.
Please set an ink ribbon.

W55

Paper roll is empty.
Please replace the paper roll.

W56

Paper is not loaded properly.
Please re-set the paper roll into the 
printer.

W57

Please place the proper size of paper 
and ink ribbon in the printer.
Also, check the paper size setting of 
the printer driver.

W58

Front door is open.
Please close the door.

W59

Received an invalid command.
Please try printing again.

W60

Received an invalid parameter.
Please try printing again.

W61

Printer is initializing.
Please wait a minute.

W73

Failed to detect the ribbon mark.
Please check the ink ribbon.

W74

USB cable is not connected.

W75

Data transfer failed.
Please try printing again.

W78

Ink ribbon is not working.
Please try printing again.

W79

Head unit position is abnormal.
Please try printing again.

Cannot load the paper

• The paper roll is not load correctly 

to the paper core shaft.
tLoad the paper roll to the paper 

core shaft, paying attention to 
the direction of the seal attached 
to the paper roll. (page 11)

• The paper leading edge of the paper 

is not fed to the correct position.
tFeed the paper leading edge of 

the paper to the correct position 
where you can see it through the 
three holes. (page 9)

The paper is ejected 
crookedly, or a blank 
portion that is not 
printed appears on the 
printout.

The left plate of the paper core shaft is 
not inserted firmly.
tInsert the left plate until the white 

portion appears through the four 
holes of the left plate. (page 12)

The printer did not 
feed the correct 
amount of paper 
automatically when 
you closed the front 
door after loading the 
paper roll and ink 
ribbon.

• The printer is not turned on.

tTurn the printer on.

• The front door is not closed. 

tClose the front door firmly and 

confirm that the STATUS 
indicator is lit in blue.

Cannot load the ink 
ribbon

You may be trying to load the take-up 
ribbon and supply-side ribbon 
wrongly.
tLoad the ink ribbon after matching 

the colors of the bobbins of the ink 
ribbon and those of ribbon gears of 
the printer correctly. (page 13)

Paper is left even 
though the error 
number “W55” and 
the error message 
“Paper roll is empty. 
Please replace the 
paper roll” are 
displayed.

This is not a malfunction. Extra sheets 
of paper are provided with each roll of 
paper.
tRemove the current paper roll and 

load a new ink ribbon and paper 
roll. (page 9)

Ink ribbon is left even 
though the error 
number “W51” and 
the error message “Ink 
ribbon has run out. 
Please replace the ink 
ribbon.” are displayed.

This is not a malfunction. Extra ink 
ribbon is provided.
tRemove the current ink ribbon and 

load a new ink ribbon and paper 
roll. (page 9)

A vertical white stripe 
appears on the 
printout.

Dust may have accumulated on the 
thermal head.
tClean the thermal head elements 

with a soft cloth moistened with 
alcohol. (page 20)