Tech/Horsepower

A client has two Dell 2135cn color laser printers, when printing certain documents (especially PowerPoint presentations) the printer would cancel the job and error with the following:

memory full 016-700

Truly perplexing, as these printers contain 128MB of memory, the offending document is only 115KB, and I could print other documents well over 5MB. The solution is to add an external memory module, these printers are clearly having memory addressing issues on certain documents. So, if your printer(s) is equipped with internal memory only, this is your solution. Read on to learn how I handle calling Dell to solve such a strange issue…

Working with Dell hardware support on an issue like this can be difficult because it’s not a clear hardware failure, which are easy to describe and be understood by the support person. This could be software on the client PC, the server hosting print services, a firmware or software setting on the printer itself, or a hardware problem in the printer. Navigating such a problem takes a little pre-call preparation, patience, and a little luck that you’ll get someone who can think beyond a flowchart (often you don’t, those calls are more fun ).

I prepare for the call by addressing possible points of failure and commonly requested steps starting at the client PC, such as:

• Print as administrative user.
• Print problem document from another PC, then from another location (example, if it’s on a network drive then copy to local hard drive).
• Print another document of the same type, from the same location and then a different location.
• Power-cycle the printer.
• Update all printer drivers/firmware.
• Print directly to the printer’s IP, bypassing server print services (if available).
• If you have other similar printers, especially the same model and configuration, repeat all steps to second or third printer.

These steps should help isolate your issue to the PC, server, or printer and maybe solve the issue in the process! Yes, some (such as power-cycling) are rudimentary, never overlook the simplest solutions because they’re often correct, and in the least quick to rule out. Easy steps performed now will either keep you from wasting time making a call or allow the call to be more efficient. In some cases you’ll show the tech they can trust your judgment and bypass other potentially unnecessary steps. Now gather information about the issue (settings and job reports from the printer, etc.) and call support armed with a list of your steps/outcomes and an idea of where you think the issue is. In this situation, I was sure the printers were the source but not sure if it was hardware or software.

The tech and I worked through usual first steps, building into several printer and driver configurations. At this point, the tech was at a loss and having worked through settings I was sure there was a hardware problem. The tech ordered new logic boards, I was skeptical but now could get a tech physically on site to see the issue with me and more importantly connect me with the internal Dell techs reserved for their field reps. Sweet.

I had parts and a tech the next day, showed him the problem, and he changed the logic board on one printer – problem remained as expected. We got in touch with the internal Dell tech, who consulted with Dell engineers and they didn’t know what to make of the issue. I centered around the printer requesting memory, possibly not addressing its internal memory correctly and suggested they send me an external memory module to try. After some push back the tech agreed to send me a memory module at no charge. As we know already, this resolved the issue. I called back and Dell gladly sent a second module for the other printer (again at no charge). I asked they pass the solution on to engineering so others can get this solved quickly, I hope they did and your call to Dell is efficient.

For what it’s worth, the external memory module appears to simply be standard laptop size 533MHz DDR2, you can see the specs in this image, but I would still call Dell for the correct type lest you have an issue later and they blame unsupported memory.