Quick Help Wizard
Can anyone else in the office print?
Is there an error message on the copier screen?
What does the error say?
Load Paper
Solution document coming soon. In the meantime, please contact AOM support.
Toner Low / Toner Empty
Solution document coming soon. In the meantime, please contact AOM support.
IP Conflict
Solution document coming soon. In the meantime, please contact AOM support.
Network Issue
The copier is not communicating with the network. Follow our setup guide to get it connected.
Have you ever printed to this machine?
Are there any error messages on the machine?
Are you on the office’s main Wi‑Fi? (Not a guest network)
Network Mismatch
Your computer is connected to a different network than the copier. Check your Wi‑Fi and make sure you are on the correct network. If your office has multiple networks (such as a guest and an admin network) try switching to the other one. Once connected to the correct network, try printing again.
Computer Troubleshooting
Try these quick fixes first:
- Clear the print queue — open the printer on your computer, cancel all pending jobs, and try printing again
- Try a different application — if printing from Word, try printing from Notepad or another app instead
- Make sure printing is not paused — right-click the printer and check that “Pause Printing” is not enabled
- Check that the print driver port matches the IP address shown on the machine
If none of these work, the issue may be that your print driver is pointing to the wrong IP address.
Is there a jam location shown on the machine screen?
Follow these steps:
- Follow the on-screen diagram to locate the jam
- Open the indicated cover or tray
- Gently remove the jammed paper — do not force it
- Close all covers firmly until they click
Were you able to locate and clear the jam?
All Clear!
Your jam has been cleared. If jams continue to occur frequently, it may be worth scheduling a maintenance visit.
What brand is your machine?
Let’s find the error code:
- On the machine, go to Status Monitor
- Tap Scan
- Tap Job Log
- Find a recent failed job — look for NG in the result column
- Tap Details to see the error code
What error code do you see?
Error Code 839
Your scan is leaving the copier but not making it to the email server. Think of the email server like a post office — the scan is being sent but not arriving. The issue is with the email account set up for the copier.
Does your office have an IT department or IT provider?
Contact Your IT Department
Let them know you are getting error code 839 on your copier when trying to scan to email. There is an issue with the scan-to-email email account that needs to be corrected on their end.
Check Your Scan-to-Email Settings
Guide coming soon — how to check or set up your scan-to-email settings. In the meantime, please contact AOM support.
Error Code 802
Your scan is leaving the copier but not making it to the email server. Think of the email server like a post office — the scan is being sent but not arriving. The issue is with the DNS setting in the network configuration.
Does your office have an IT department or IT provider?
Contact Your IT Department
Let them know you are getting error code 802 on your copier when trying to scan to email. There is a DNS error in the network configuration that needs to be corrected on their end.
Network Configuration Issue
This is a network issue. Please see our network configuration guides in the help center to ensure the copier is configured correctly.
Error Code 899
Your scan is leaving the copier and successfully making it to the email server. Think of the email server like a post office — the scan is arriving at the post office but not being delivered. The problem is inside the email server itself.
Does your office have an IT department or IT provider?
Contact Your IT Department
Let them know that scans from your copier are reaching the email server successfully but are not being delivered. The issue is inside the email server and needs to be corrected on their end.
Check Your Scan-to-Email Settings
Guide coming soon — how to check or set up your scan-to-email settings. If AOM set up your email settings, give us a call. In the meantime, please contact AOM support.
No Failed Jobs Found
Try scanning again and check the Job Log immediately after. Look for a job with NG in the result column, then tap Details for the error code.
HP Scan to Email
Solution document coming soon. In the meantime, please contact AOM support.
What brand is your machine?
What operating system are you using?
Canon Driver Setup — Windows
Solution document coming soon. In the meantime, please contact AOM support.
Canon Driver Setup — Mac
Solution document coming soon. In the meantime, please contact AOM support.
What operating system are you using?
HP Driver Setup — Windows
Solution document coming soon. In the meantime, please contact AOM support.
HP Driver Setup — Mac
Solution document coming soon. In the meantime, please contact AOM support.