Solution to Dell 2135cn color laser printer and “Memory Full – 016-700″ + troubleshooting steps.
by Chris on Jul.06, 2009, under Tech
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.
July 7th, 2009 on 9:44 am
Very sorry you had trouble getting this to work. Especially sorry that it sounds like the techs you worked with weren’t aware of a recent workaround we have for this problem (we are working on a firmware/driver revision that should permanently address this issue).
In short, the workaround is to bring up the printing preferences screen for the printer, go to the “Graphics” tab, change the print mode from “Standard” to “High Quality”, then click on the “Advanced” tab and enable the “Bitmap Text Smoothing” option.
I am not personally a tech, but I’m told by those in our group that the above should fix the issue. Of course, as you discovered, adding additional memory should address it as well.
Paul Nicholson
Dell Printer Brand Manager
Twitter: @PaulAtDell
July 7th, 2009 on 9:56 am
Also to add to Paul’s reply – the latest driver located on support.dell.com should also resolve the issue. Some have still had issues printing very specific documents even with the new driver – after using the work around mentioned above with either the newer or older rev of the driver though it worked correctly. Heres a link to the latest driver for your convience. If you note under fixes and enhancements there is a provision for the memory issue.
http://support.dell.com/support/downloads/download.aspx?c=us&l=en&s=gen&releaseid=R201740&SystemID=PRN_LSR_2135CN&servicetag=&os=WW1&osl=en&deviceid=15606&devlib=0&typecnt=0&vercnt=5&catid=-1&impid=-1&formatcnt=1&libid=40&fileid=280189
Regards,
Nick P
July 7th, 2009 on 11:11 am
Hi Paul and Nick,
They actually did take me through that workaround and it was unsuccessful. I’m running the current (as linked) version of the driver.
Chris
July 7th, 2009 on 12:20 pm
Interesting. I’ll make sure and let the techs know that the expected workaround didn’t work. And neither did the driver.
Also, unfortunately a PostScript driver is not available for the 2135cn. It is one of few printers we have that only has a PCL engine.
July 7th, 2009 on 12:26 pm
Thanks Paul! If you need help troubleshooting, I’m happy to assist.
RE PostScript, I asked Paul through Twitter if they have a PostScript driver available as I’m having a separate issue with Excel 2007. When requesting multiple copies of certain files, only one will print. From searching it appears to a relatively common issue solved by many with a PostScript driver. Have to keep hammering on that one, ’spose.
September 16th, 2009 on 7:49 pm
I have the 2135cn and had the same problem, but i was able to manage around and get it to work how i did it?
1 i click the bottom print when the dialog box open i went to the i select the comments and form page (Documnet)
second Bellow the Page Scaling i add a check mark to the (choose paper source by PDF page size) and that it.
why this is happen?
when the page size is biger them 11.5 x8.5 that is when experience the problem.
otherwise i am ok.
i whish i could post an schreen shoot for more help. feel free to send me an email wilfredo@myhardwoodfloors.com
October 25th, 2009 on 11:36 pm
I’ve updated to the newest driver. I’ve restarted both my computer and the printer. I’ve even tried the printing preferences workaround. Nothing is working. Any ideas?
Do I need to call Dell – or can I go to an office supply store and buy memory? I can’t live without this printer – it’s the only one I have for my business.
Thanks!
November 16th, 2009 on 11:45 am
The workaround is to bring up the printing preferences screen for the printer, go to the “Graphics” tab, change the print mode from “Standard” to “High Quality”, then click on the “Advanced” tab and enable the “Bitmap Text Smoothing” option.
As mentioned, this did work for me. Not the Bitmap Smoothing option, but the Bitmap Text Smoothing option.
December 9th, 2009 on 11:51 am
I have 2 2135cn printers and the workaround worked perfectly on both of them. The key is to make sure you choose “Bitmap Text Smoothing” and not “Bitmap Smoothing”. They are two seperate options, so keep scrolling down when you get to “Bitmap Smoothing” and you will find the correct option. Thanks for the help.
January 28th, 2010 on 12:33 pm
Lwood,
Thanks. Your solution worked for me as well.
February 28th, 2010 on 11:02 pm
I used print as an image and it printed fine. Choosing by PDF page size did not work for me. Click on Advanceda and choose print as image. This may work.
March 14th, 2010 on 11:01 am
This worked for me – thanks so much. hopefully by posting this, I will be subscribed to this thread in case there is a firmware upgrade.
July 16th, 2010 on 4:09 am
This work around (Graphics & Advanced tab) also worked fine for me but might be worth noting that I had to make the changes to both DEll2135cn and Dell2135cn MFP Fax before it would work.
July 22nd, 2010 on 5:20 pm
The soluiton worked you are wonderful. Thanks for taking the time to provide a workaround. The Dell webpage was not helping.