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HP 4700n Service Manual - Page 376

Troubleshooting flowchart, Windows, Start, Settings, Printers, Printers and Faxes

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4. Print a configuration page (see Configuration page on page 507.) If the printer is connected to a network, an HP Jetdirect page also prints. a. If the pages do not print, check that at least one tray contains print media. b. If the page jams in the printer, see Jams on page 402. 5. If the configuration page prints, check the following items. a. If the page prints correctly, then the printer hardware is working. The problem is with the computer that you are using, with the printer driver, or with the program. b. If the page does not print correctly, the problem is with the printer hardware. See Engine test page on page 537. 6. Does the image quality meet the user's requirements? If yes, go to step 7. If no, check the following items: ● Print the print quality troubleshooting pages. See Print quality troubleshooting pages on page 436 in this chapter. ● Solve the print quality problems, and then go to step 7. 7. At the computer, check to see if the print queue is stopped, paused, or set to print offline. Windows: Click Start, click Settings, and then click Printers or Printers and Faxes. Doubleclick HP Color LaserJet 4700. -or- Mac OS X: Open Print Center (or Printer Setup Utility for Mac OS X v.10.2), and double-click the line for the HP Color LaserJet 4700. 8. Verify that you have installed the HP Color LaserJet 4700 series printer driver. Check the program to make sure that you are using an HP Color LaserJet 4700 series printer driver. 9. Print a short document from a different program that has worked in the past. If this solution works, then the problem is with the program that you are using. If this solution does not work (the document does not print) complete these steps: a. Try printing the job from another computer that has the printer software installed. b. If you connected the printer to the network, connect the printer directly to a computer with a parallel cable. Redirect the printer to the correct port, or reinstall the software, selecting the new connection type that you are using. Troubleshooting flowchart This flowchart highlights the general processes that you can follow to quickly isolate and solve printer hardware problems. Each row depicts a major troubleshooting step. A "yes" answer to a question allows you to proceed to the next major step. A "no" answer indicates that additional testing is needed. Proceed to the appropriate section in this chapter, and follow the instructions there. After completing the instructions, proceed to the next major step in this troubleshooting flowchart. 356 Chapter 7 Troubleshooting ENWW

Section	Page
Product information	21
Printer configurations	22
HP Color LaserJet 4700 (Q7491A)	22
HP Color LaserJet 4700n (Q7492A)	23
HP Color LaserJet 4700dn (Q7493A)	23
HP Color LaserJet 4700dtn (Q7494A)	23
HP Color LaserJet 4700ph+ (Q7495A)	24
HP Color LaserJet CP4005n (CB503A)	24
HP Color LaserJet CP4005dn (CB504A)	25
Printer features	26
Printer walkaround	31
HP Color LaserJet 4700 models	31
HP Color LaserJet CP4005 models	32
Identification, site requirements, and specifications	35
Model and serial numbers	35
Power and regulatory label	35
Site requirements	36
Space requirements	37
Physical specifications	38
Electrical specifications	38
Environmental specifications	39
Acoustic emissions	39
Supply storage requirements	40
Skew specifications	40
Media specifications	41
Printing and paper storage environment	41
Envelopes	42
Envelopes that have double side seams	43
Envelopes that have adhesive strips or flaps	43
Envelope margins	43
Envelope storage	43
Labels	44
Label construction	44
Transparencies	44
Supported types and sizes of print media	45
Media to avoid	49
Media that can damage the printer	49
Printing on special media	51
Transparencies	51
Glossy paper	51
Colored paper	52
Envelopes	52
Labels	52
Heavy paper	53
HP LaserJet Tough paper	53
Preprinted forms and letterhead	53
Recycled paper	54
Weight equivalence table	54
Environmental product stewardship program	56
Protecting the environment	56
Ozone production	56
Power consumption	56
Toner consumption	56
Paper use	56
Plastics	56
HP LaserJet print supplies	56
Return and recycling instructions	57
United States and Puerto Rico	57
Multiple returns (two to eight cartridges)	57
Single returns	57
Shipping	57
Non-US returns	57
Paper	57
Material restrictions	58
Disposal of waste equipment by users in private households in the European Union	58
Material Safety Data Sheet (MSDS)	59
For more information	59
Hewlett-Packard Limited Warranty Statement	60
Limited warranty for print cartridges and image drums	62
Color LaserJet Image Fuser Kit and Image Transfer Kit Limited Warranty Statement	63
Country/region-specific safety statements	64
Laser safety	64
Canadian DOC regulations	64
VCCI statement (Japan)	64
Power cord statement (Japan)	64
EMI statement (Korea)	64
EMI statement (Taiwan)	65
Finnish laser statement	66
Australia	66
Service approach	69
Service approach	70
Parts and supplies	71
Ordering parts, supplies, and accessories over the Internet	71
Ordering directly through the embedded Web server (for printers with network connections)	71
Exchange program	71
Supplies	71
World Wide Web	71
HP Service Parts Information	72
HP available services	73
Ordering related documentation and software	75
Installation and configuration	77
What ships in the box	78
Unpacking the printer	79
Loading detectable standard-sized media into Tray 2 and optional trays	84
Connecting power	86
Installing a new control panel label	87
Testing the printer operation	88
Sleep delay	89
Setting sleep delay	89
Disabling/enabling sleep mode	89
Connecting to a computer	90
Parallel configuration	90
USB configuration	90
Auxiliary connection configuration	91
HP Jetdirect print servers	92
Available software solutions	93
Wireless printing	93
IEEE 802.11 standard	93
Bluetooth	93
Printer software	94
Software	94
Software features	94
Driver Autoconfiguration	94
Update Now	94
HP Driver Preconfiguration	95
Installing the printing system software	95
Installing Windows printing system software for direct connections	95
Installing Windows printing system software for networks	96
Setting up a Windows computer to use the network printer with Windows-sharing	97
Installing the software after the parallel or USB cable has been connected	97
Uninstalling the software	98
Removing software from Windows operating systems	98
Software for networks	98
HP Web Jetadmin	98
UNIX	99
Utilities	99
Embedded Web server	99
Features	99
Other components and utilities	100
Printer drivers	101
Supported printer drivers	101
Additional drivers	101
Select the correct printer driver	102
Printer-driver Help (Windows)	102
Gaining access to the printer drivers	102
Printer drivers for Macintosh computers	104
Supported printer drivers	104
Gaining access to the printer drivers	104
Software for Macintosh computers	106
Installing Macintosh printing system software for networks	106
Installing Macintosh printing system software for direct connections (USB)	107
To remove software from Macintosh operating systems	108
Network configuration	109
Configuring TCP/IP parameters	109
Manually configuring TCP/IP parameters from the printer control panel	109
Setting an IP address	109
Setting the subnet mask	110
Setting the default gateway	111
Disabling network protocols (optional) (HP Color LaserJet 4700 Series only)	111
Disabling IPX/SPX	112
Disabling DLC/LLC	112
Disabling AppleTalk	113
Setting network security on the printer	114
Locking the control panel	114
Levels of security	114
Using an ASCII PJL escape sequence to set network security	114
Maintenance	117
Cleaning the printer and accessories	118
Cleaning spilled toner	118
Vacuum specifications	118
Performing preventive maintenance	119
Managing the print cartridge	120
HP print cartridges	120
Non-HP print cartridges	120
Print cartridge authentication	120
Print cartridge storage	120
Print cartridge life expectancy	120
Checking the supply level	121
Using the control panel	121
Using the embedded Web server	121
Using HP Web Jetadmin	121
Approximate replacement intervals for supplies	122
ETB life	123
Changing print cartridges	124
Replacing a print cartridge	124
To replace the print cartridge	124
Replacing supplies	127
Locating supplies	127
Supply replacement guidelines	127
Making room around the printer for replacing supplies	128
Replacing the stapler cartridge (HP Color LaserJet 4700 Series)	128
Replacing the ETB	131
Replacing the fuser	131
Printer memory and fonts	133
Installing a hard drive, memory, and fonts	134
Installing a hard drive (HP Color LaserJet 4700 Series)	134
Installing DDR memory DIMMs	137
Installing a flash memory card (HP Color LaserJet 4700 Series only)	141
Enabling memory	145
To enable memory for Windows 98 and Me	145
To enable memory for Windows 2000 and XP	145
Installing an HP Jetdirect print server card (HP Color LaserJet 4700 Series only)	146
To install an HP Jetdirect print server card	146
Setting the real-time clock	150
Setting the date and time	150
To set the date format	150
To set the date	150
To set the time format	151
To set the time	151
Setting the wake time	152
To set the wake time	152
Setting the sleep delay	153
To set the sleep delay	153
Theory of operation	155
Basic operation	156
Operation sequence	156
Power on sequence	157
Internal components	159
Formatter system	161
Sleep mode	161
Image Resolution Enhancement technology (REt)	162
Input/Output	162
Parallel interface (HP Color LaserJet 4700 Series only)	162
USB 2.0 connector	162
ACC accessory port (HP Color LaserJet 4700 Series only)	162
Flash (HP Color LaserJet 4700 Series only)	163
Hard drive accessory (HP Color LaserJet 4700 Series only)	163
CPU	163
Printer memory	163
Read-only memory	163
Random-access memory	163
DIMM slots	163
Flash memory	163
Nonvolatile memory	163
PJL overview	164
PML	164
Control panel	164
Engine control system	165
DC controller PCB	165
Block operation	167
Motors, fans, and environment sensor	167
Failure detection	169
Drum motor failure detection	169
Fuser motor failure detection	170
ETB motor failure detection	170
Upper exhaust fan failure detection	170
Cartridge fan failure detection	170
Delivery fan failure detection	170
Power supply fan failure detection	170
Duplexer fan failure detection	171
Low-voltage power supply	171
Fuser control circuit	171
Low-voltage power supply circuit	173
Protective functions	174
Safety	175
Sleep mode	175
Power supply recognition	175
Heater temperature control	175
Initial rotation temperature control	176
Start-up temperature control	176
Print temperature control	177
Between-sheets temperature control	177
Temperature protective function	177
Protective function by the CPU	177
Protective function by the fuser heater safety circuit	177
Protective function by the thermoswitch	178
Temperature failure detection	178
Start-up failure (warmup failure)	178
Abnormal low temperature of main thermistor (no conduction)	178
Abnormal high temperature of main thermistor	178
Abnormal low temperature of sub thermistor (no conduction)	179
Abnormal high temperature of sub thermistor	179
Drive circuit abnormality	179
High-voltage power supply	179
Generation of biases	180
Video interface control	182
Laser/scanner system	183
Laser control	184
Scanner control	185
Image formation system	187
Image formation process	189
Electrostatic latent image formation block	191
Step 1: Pre-exposure	191
Step 2: Primary charging	192
Step 3: Laser beam exposure	192
Development block	192
Step 4: Development	192
Transfer block	193
Step 5: Attraction	193
Step 6: Transfer	193
Step 7: Separation	194
Fusing block	194
Step 8: Fusing	194
Cleaning block	195
Step 9: Drum cleaning	195
Print cartridges	195
Memory tag	197
Cartridge presence detection	197
Memory tag detection	197
Photosensitive drum detection	197
Developing cylinder disengaging control	198
ETB (electrostatic transfer/transport belt)	198
Transfer roller (Y, C, M) engagement/disengagement detection	200
Transfer roller engagement/disengagement control	200
Calibration and cleaning	201
ETB cleaning	202
Color misregistration corrective control	203
Color misregistration detection	204
Image stabilization control	205
Environmental change control	206
Conditions leading up to DHALF	207
Image halftone calibration control (DHALF)	207
Image density detection	207
Pickup/feed system	209
Pickup/feed unit	214
Paper tray detection and paper tray media size detection	214
Paper tray pickup operation	215
Media lift-up operation	216
Initial lift-up	216
Lift-up during printing	216
Multiple-feed prevention	217
Skew correction	219
Media detection	220
Feed speed control	221
Fusing and delivery block	222
Loop control	222
Fusing pressure release mechanism	223
Jam detection	224
Pickup delay jam	225
Pickup stationary jam	225
Delivery delay jam	225
Door open jam	225
Residual paper jam	225
Reversing unit jam 1	225
Reversing unit jam 2	226
Duplexing pickup unit jam 1	226
Automatic delivery function	226
Duplex feed unit	226
Reversing/duplexing feed operation	227
Jam detection	229
Reversing unit jam 1	230
Reversing unit jam 2	230
Duplexing pickup unit jam 1 (Duplexing unit stationary jam)	230
500-sheet paper feeder	231
Pickup and feed operations	232
Stapler/stacker (HP Color LaserJet 4700 Series only)	234
Staple mode	234
Stacker mode	234
Offset mode	234
Messages	235
Removal and replacement	237
Removal and replacement strategy	238
Repair notices	238
Caution regarding electrostatic discharge (ESD)	238
Required tools	238
Types of screws	239
Parts-removal tree	240
User-replaceable parts	241
Print cartridges and ETB	242
Fuser	242
Tray 1 pickup roller and separation pad	242
Tray 2-x separation roller	245
Tray 2-x feed and pickup rollers	246
Formatter	247
Compact flash	248
HP Jetdirect print server card (4700 models)	248
DDR memory DIMMs	248
Hard drive (4700 models)	248
Installing a new control panel label	248
Covers and external components	250
Paper tray (Tray 2)	251
Multipurpose tray (Tray 1)	251
Front cover	255
Duplex cover	259
Face down tray assembly	259
Top cover	260
Right cover	265
Left cover	267
Rear cover	269
Control panel	270
Main assemblies	273
Disengaging drive assembly	274
Remove main drive assembly	276
Reinstall main drive assembly	283
Pickup motor assembly	293
Lifter drive assembly	295
Delivery assembly	298
Paper feed assembly	303
Fuser drive assembly	306
Laser/scanner assembly	307
Motors and fans	317
Disengaging drive motor	318
Drum drive motors (Y/C/M/K)	318
Power supply fan/shroud (Fan 4)	319
Delivery fan/shroud (Fan 3)	320
Cartridge fan/shroud (Fan 2)	322
Upper exhaust fan (Fan 1)	325
Sensors and switches	328
Environment sensor	328
Power switch assembly	329
PCBs	332
DC controller PCB	332
Low-voltage power supply PCB	339
Memory controller PCB	341
E label memory contacts and cable	342
High-voltage power supply PCB	344
Toner level detection PCB	346
High-voltage contacts	346
500-sheet paper feeder	348
500-sheet paper feeder right cover	349
500-sheet paper feeder rear cover	349
500-sheet paper feeder left cover	350
500-sheet paper feeder front cover	351
500-sheet paper pickup drive assembly	353
500-sheet paper feeder lifter drive assembly	357
500-sheet paper feeder pickup rollers	359
Stapler/stacker (4700 models)	360
Remove the stapler/stacker from the printer	360
Staple cartridge left cover	361
Output tray	361
Left cover	362
Top cover	362
Right cover	364
Staple cartridge	366
Stapler/stacker PCB	367
Stapler/stacker unit assembly 24v 2.5 amp	368
Duplexer	369
Top duplexing assembly	369
Duplex tray	369
Troubleshooting	371
Introduction	372
Troubleshooting process	374
Pre-troubleshooting checklist	374
Troubleshooting checklist	375
Troubleshooting flowchart	376
Power-on checks	377
Power-on troubleshooting overview	377
Control panel messages	379
Warning messages	379
Error messages	379
Critical error messages	379
Message listing	379
Formatter lights	415
Embedded HP Jetdirect LEDs	415
Heartbeat LED	416
Accessory lights (4700 models)	417
Interpreting stapler/stacker indicator light codes	417
Replacement parts configuration	420
Formatter and DC controller	420
Formatter (new or previously installed in another printer)	420
DC controller (new or previously installed in another printer)	421
Formatter and firmware compact flash	421
Paper path troubleshooting	422
Jams	422
Jam locations	422
Jam locations by error message	425
Jam recovery	426
To disable paper jam recovery	427
Avoiding jams	427
Solving repeated jams	428
Persistent jams	428
Basic troubleshooting for jams	428
Data collection	429
General paper path troubleshooting	429
Paper path checklist	430
Jams in Tray 1	430
Jams in Tray 2	431
Jams in the paper path	432
Jams in the top cover	432
Jams in the duplex path	433
Common causes of paper jams	434
Paper jams	434
Clearing jams	435
Jam in Tray 1	435
Jam in Tray 2 or optional trays	436
Jams in top cover area	437
Clearing a jam in the top cover area	438
Clearing other jams	440
Jams in the stapler/stacker (4700 models)	443
Staple jams	449
Paper transport troubleshooting	452
Multiple pages are fed	452
Media is wrinkled or folded	452
Paper is skewed	453
Image formation troubleshooting	454
Print quality troubleshooting tools	454
Print quality problems associated with media	454
Overhead transparency defects	455
Print quality problems that are associated with the environment	456
Print quality problems that are associated with jams	456
Print quality troubleshooting pages	456
Understanding color variations	456
Common causes of color variation	457
Color selection process	457
Matching colors	457
PANTONE* color matching	457
Swatch book color matching	457
Using color	458
HP ImageREt 3600	458
Paper selection	458
sRGB	458
Adobe® RGB	459
CMYK+	459
Color options	459
Print in grayscale	459
Automatic or manual color adjustment	460
Manual color options	460
Halftone options	460
Neutral Grays	460
Edge Control	460

Match case Limit results 1 per page

Print a configuration page (see

Configuration

page

507

.) If the printer is connected to a

network, an HP Jetdirect page also prints.

If the pages do not print, check that at least one tray contains print media.

If the page jams in the printer, see

Jams

page

402

If the configuration page prints, check the following items.

If the page prints correctly, then the printer hardware is working. The problem is with the

computer that you are using, with the printer driver, or with the program.

If the page does not print correctly, the problem is with the printer hardware. See

Engine

test

page

537

Does the image quality meet the user's requirements? If yes, go to step 7. If no, check the

following items:

●

Print the print quality troubleshooting pages. See

quality

troubleshooting

pages

page

436

in this chapter.

●

Solve the print quality problems, and then go to step 7.

At the computer, check to see if the print queue is stopped, paused, or set to print offline.

Windows

: Click

Start

, click

Settings

, and then click

Printers

Printers and Faxes

. Double-

click

HP Color LaserJet 4700

-or-

Mac OS X

: Open

Print Center

(or

Printer Setup Utility

for Mac OS X v.10.2), and double-click

the line for the

HP Color LaserJet 4700

Verify that you have installed the HP Color LaserJet 4700 series printer driver. Check the

program to make sure that you are using an HP Color LaserJet 4700 series printer driver.

Print a short document from a different program that has worked in the past. If this solution

works, then the problem is with the program that you are using. If this solution does not work

(the document does not print) complete these steps:

Try printing the job from another computer that has the printer software installed.

If you connected the printer to the network, connect the printer directly to a computer with a

parallel cable. Redirect the printer to the correct port, or reinstall the software, selecting the

new connection type that you are using.

Troubleshooting flowchart

This flowchart highlights the general processes that you can follow to quickly isolate and solve printer

hardware problems.

Each row depicts a major troubleshooting step. A “yes” answer to a question allows you to proceed

to the next major step. A “no” answer indicates that additional testing is needed. Proceed to the

appropriate section in this chapter, and follow the instructions there. After completing the instructions,

proceed to the next major step in this troubleshooting flowchart.

356

Chapter 7

Troubleshooting

ENWW