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HP CP6015dn Service Manual - Page 385

Troubleshooting checklist, READY, PAUSED, SLEEP MODE ON, SLEEP, MODE

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Table 7-1 Pre-troubleshooting checklist (continued) ● ● Print cartridges ● ● ● ITB and fuser ● ● Covers ● Condensation ● ● Miscellaneous ● ● ● ● Are the paper guides aligned with the media? Is the paper tray correctly installed in the product? Is each print cartridge correctly installed? Are original HP print cartridges installed? Are the cartridges damaged? Are the ITB and fuser correctly installed? Is the ITB or fuser damaged? Are the top cover and front cover closed? Does condensation occur following a temperature change (particularly in winter following cold storage)? If so, wipe the affected area dry or leave the product on for 10 to 20 minutes. Was a print cartridge installed soon after being moved from a cold to a warm room? If so, allow the product to sit at room temperature for one to two hours. Check for and remove any non-HP components (print cartridges, memory modules, and EIO cards) from the product. If hardware or software configuration has not changed, or the problem is not associated with any specific software, contact the Customer Care Center (see chapter 1). Remove the product from the network, and ensure that the failure is associated with the product before beginning troubleshooting. For any print-quality issues, calibrate the product. See Calibrate the product on page 479. Troubleshooting checklist If the product is not responding correctly, complete the steps in the following checklist, in order. If the product does not pass a step, follow the corresponding troubleshooting suggestions. If a step resolves the problem, you can stop without performing the other steps on the checklist. 1. Make sure one of the following messages display on the control panel: READY, PAUSED, or SLEEP MODE ON. If no lights are on or the display does not say READY, PAUSED, or SLEEP MODE ON, see Power-on checks on page 345. 2. Check the cabling. a. Check the cable connection between the product and the computer or network port. Make sure that the connection is secure. b. Make sure that the cable itself is not faulty by using a different cable, if possible. c. Check the network connection. See Solve network printing problems on page 354. 3. Ensure that the print media that you are using meets specifications. ENWW Troubleshooting process 343

Section	Page
Product basics	43
Quick access to product information	44
Product comparison	45
Product features	46
Product walkaround	49
Front view	49
HP Color LaserJet CP6015n, HP Color LaserJet CP6015dn, and HP Color LaserJet CP6015de	49
HP Color LaserJet CP6015x	50
HP Color LaserJet CP6015xh	50
Back view	51
Interface ports	52
Serial number and model number location	52
Supported operating systems	53
Control panel	55
Use the control panel	56
Control-panel layout	56
Interpreting control panel indicator lights	57
Control panel menus	58
Getting started basics	58
Menu hierarchy	59
Open the menus	59
Show Me How menu	60
Retrieve job menu	61
Information menu	62
Paper handling menu	63
Configure device menu	64
Printing menu	64
PCL sub-menu	64
Print Quality menu	66
System setup menu	71
Output Setup menu	77
I/O menu	80
Resets menu	85
Diagnostics menu	87
Service menu	91
Paper and print media	93
Supported paper and print media sizes	94
Supported paper types	98
Special paper or print media guidelines	100
Load paper and print media	101
Load Tray 1	101
Print envelopes	102
Load banner paper into Tray 1	102
Load Trays 2, 3, 4, or 5	102
Load standard-sized paper into Trays 2, 3, 4, or 5	102
Load undetectable standard-sized paper into Trays 2, 3, 4, and 5	104
Load custom-size paper into Tray 2, 3, 4, or 5	105
Load large-size paper into Tray 3, 4, or 5	106
Configure trays	108
Configure a tray when loading paper	108
Configure a tray to match print job settings	108
Configure a tray by using the Paper Handling menu	109
Automatic media type sensing (auto sense mode)	109
Auto-sense settings	109
Choose an output location	111
Standard output bin	111
Optional output accessories	111
3-bin stapler/stacker features	111
Booklet maker finisher features	111
Accessory walkaround	112
Configure the accessory operation mode	113
Select the operating mode at the control panel	113
Select the operating mode in the printer driver (Windows)	114
Select the operating mode in the printer driver (Mac OS X)	114
Manage and maintain the product	115
Information pages	116
HP Easy Printer Care	117
Open the HP Easy Printer Care software	117
HP Easy Printer Care software sections	117
Embedded Web server	120
Open the embedded Web server by using a network connection	120
Embedded Web server sections	121
Use HP Web Jetadmin software	123
Security features	124
Secure the embedded Web server	124
Secure Disk Erase	124
Data affected	124
Additional Information	125
Job storage	125
Lock the control-panel menus	125
Manage supplies	126
Print-cartridge storage	126
HP policy on non-HP print cartridges	126
HP fraud hotline and Web site	126
Replace supplies	127
Locate supplies	127
Supply replacement guidelines	127
Approximate replacement intervals for supplies	128
Change print cartridges	128
Change image drums	130
Install memory	133
Install DDR memory DIMMs	133
Enable memory for Windows	137
Install an HP Jetdirect or EIO print server card or EIO hard disk	138
Replace the staple cartridge	140
Replace saddle stitch staple cartridges in the booklet maker	142
Clean the product	145
Clean spilled toner	145
Clean the product exterior	145
Clean the product interior	145
Clean the 3X500 sheet input tray	147
Clean the IPTU	148
Upgrade the firmware	149
Determine the current firmware version	149
Download new firmware from the HP Web site	149
Transfer the new firmware to the product	149
Use FTP to upload the firmware through a browser	149
Use FTP to upgrade the firmware on a network connection using Microsoft Windows	150
Use HP Web Jetadmin to upgrade the firmware	150
Use MS-DOS commands to upgrade the firmware for USB connections	151
Upgrade the HP Jetdirect firmware	151
Set the real-time clock	153
Set the real-time clock	153
Theory of operation	155
Basic operation	156
Sequence of operation	156
Formatter system	158
Sleep mode	158
Resolution	159
Input/output	159
CPU	159
Memory	159
Hard disk	159
Random-access memory	159
DIMM slot	160
Firmware	160
Nonvolatile memory	160
PJL overview	160
PML	160
Control panel	160
Engine-control system	161
DC controller	162
Solenoids	162
Switches	163
Sensors	164
Motors and fans	165
Fuser control	167
Fuser temperature-control circuit	169
Fuser over-temperature protection	170
Fuser-failure detection	171
Fuser identification	171
Fuser-life detection	172
Relay-failure detection	172
Low-voltage power supply	172
Overcurrent/overvoltage protection	173
Safety	173
Voltage detection	173
Sleep (powersave) mode	173
High-voltage power supply	173
Laser/scanner system	176
Image-formation system	178
Image-formation process	179
Step 1: Pre-exposure	180
Step 2: Primary charging	180
Step 3: Laser-beam exposure	181
Step 4: Development	181
Step 5: Primary transfer	182
Step 6: Secondary transfer	182
Step 7: Separation	183
Step 8: Fusing	183
Step 9: ITB cleaning	184
Step 10: Drum cleaning	184
Print cartridge	185
Imaging drum	186
Developing roller engagement and disengagement	188
Intermediate transfer belt (ITB) unit	189
Primary-transfer-roller engagement and disengagement	190
ITB unit detection	191
Secondary-transfer-roller unit	193
Calibration	193
Color-misregistration contol	194
Image-stabilization control	195
Color-sensor control (duplex models only)	195
Gray-axis correction	197
Pickup, feed, and delivery system	198
Pickup-and-feed unit	201
Cassette pickup	203
Cassette paper-size and cassette-presence detection	203
Cassette lift operation	205
Cassette paper-level and paper-presence detection	206
Multifeed prevention	207
Multipurpose tray pickup	208
Multipurpose tray last-paper detection	209
Paper feed	210
Skew-feed prevention	212
Paper-type detection	213
Feed-speed control	213
Fusing and delivery unit	215
Loop control	215
Pressure-roller pressurization control	216
Duplexing unit	217
Duplexing reverse and feed control	218
Jam detection	219
Optional input trays	221
Paper-feeder pickup and feed operation	224
Removal and replacement	227
Removal and replacement strategy	228
Introduction	228
Required tools	229
Types of screws	229
Service approach	230
Before performing service	230
After performing service	230
Parts removal sequences	231
User-replaceable parts	232
Fuser	233
Transfer roller	236
Intermediate-transfer belt (ITB)	238
Tray-1 pickup and separation rollers	241
Tray-2, -3, -4, and -5 pickup rollers	243
Formatter	245
1 x 500-sheet input tray installation	248
3 x 500-sheet input tray installation	249
Tray 2	250
Trays 3, 4, and 5	250
Removal sequence 1	251
Secondary transfer unit	252
Multipurpose drive unit	257
Multipurpose-tray guide (Tray 1) unit	261
Cassette (Tray-2) pickup unit	262
Removal sequence 2	263
Rear-left cover	264
Rear-right cover	265
Rear cover	266
Low-voltage power supply unit	267
High-voltage power supply PCA (A)	268
Lifter drive unit	270
Removal sequence 2A	272
Fuser motor	272
Removal sequence 2B	273
Intermediate-transfer belt (ITB) motor	273
Removal sequence 2C	274
Face-down output bin	274
Left cover	275
Laser/scanner-fan duct	276
Removal sequence 2D	278
Print-cartridge driver PCA	278
Removal sequence 3	280
Rear-left cover	281
Face-down output bin	282
Left cover	283
High-voltage power supply PCA (B)	284
Formatter case	286
DC controller PCA	288
Removal sequence 3A	290
Environmental sensor	290
Removal sequence 4	291
Rear-left cover	292
Rear-right cover	293
Rear cover	294
Face-down output bin	295
Left cover	296
Print-cartridge driver PCA	297
Image-drum motor	299
Removal sequence 4A	301
Fuser fan	301
Removal sequence 4B	302
Print-cartridge feed motor (black)	302
Print-cartridge feed motor (yellow, magenta, and cyan)	303
Removal sequence 4C	304
Cartridge fan unit	304
Laser/scanner fan unit	305
Removal sequence 4D	306
Fuser power-supply unit	306
Primary-transfer-roller disengagement motor	307
Removal sequence 4 Sub-1	308
Print-cartridge drive unit (yellow and magenta)	309
Print-cartridge drive unit (cyan and black)	314
Print-cartridge interface PCA (cyan and black)	315
Main drive unit	316
Removal sequence 4 Sub-1A	318
Print-cartridge interface PCA (yellow and magenta)	318
Removal sequence 4 Sub-1B	319
Cartridge-fan duct	319
Removal sequence 5	320
Rear-left cover	321
Face-down output bin	322
Rear-upper cover	323
Control panel	324
Front-upper cover	326
Right-upper cover	327
Duplex switchback tray	328
Reverse cover	329
VOC fan	331
Duplexing reverse unit	332
Face-down delivery unit	333
Face-down cover	335
Removal sequence 5A	336
Scanner cover	336
Laser/scanner assembly (yellow and magenta)	337
Laser/scanner assembly (cyan and black)	339
Removal sequence 5B	341
Front door	341
Front-inner cover	342
Removal sequence 5C	343
Front-door assembly	343
Removal sequence 5D	344
Color-misregistration and image-density sensor unit	344
Removal sequence 5E	346
Pressure-release sensor unit	346
Removal sequence 6	347
Rear-left cover	348
Rear-right cover	349
Right-upper cover	349
Right-door assembly	350
Duplexing feed unit	352
Multipurpose-tray (Tray-1) pickup unit	354
Removal sequence 7	357
Thermopile unit	358
Front-lower cover	359
ITB duct	360
Optional input trays	361
1 x 500-sheet input tray	361
Right door	361
Lower-rear cover	363
Front-right cover	364
Right cover	365
Front-upper cover	366
Lower-left cover	367
Front-lower door	368
Box	369
Pickup unit	370
Input tray is not attached	370
Input tray is attached	371
Auto-close unit	373
Pickup motor	374
Paper-feeder driver PCA	375
3 x 500-sheet input tray	376
Right door	376
Lower-rear cover	376
Front-right cover	376
Right cover	376
Front-upper cover	376
Left cover	376
Pickup unit (middle cassette)	377
Pickup unit (lower cassette)	378
Pickup unit (upper cassette)	378
Input tray is not attached	378
Input tray is attached	379
Auto-close unit	381
Pickup motor	381
Paper-feeder driver PCA	381
Solve problems	383
Troubleshooting process	384
Determine the problem source	384
Pre-troubleshooting checklist	384
Troubleshooting checklist	385
Troubleshooting flowchart	386
Power subsystem	387
Power-on checks	387
Power-on troubleshooting overview	387
Tools for troubleshooting	389
Internal print-quality test pages	389
Diagnostics page	389
Configuration pages	390
Configuration page	390
HP embedded Jetdirect page	392
Embedded protocol page	393
Finding important information on the configuration pages	394
Solve performance problems	395
Solve connectivity problems	396
Solve direct-connect problems	396
Solve network connectivity problems	396
Solve network printing problems	396
Verify communication over the network	397
Control-panel message types	398
Control-panel messages	399
Event log messages	464
Print an event log	464
Show an event log	464
Sample event log	465
Clear the event log	465
Event log message	466
Paper-handling problems	470
Jams	470
Common causes of jams	470
Jam locations	471
Clear jams	471
Jam sensors	472
AREA 1: Jams in the output bin	473
AREA 2 and 3: Jams in the fuser and transfer area	475
AREA 4: Jams in the duplex area	482
AREA 5: Jams in Tray 2 and the internal paper path	487
AREA 6: Clear jams in Tray 1	491
Clear jams when printing banners	494
AREA 7: Jams in optional Trays 3, 4, and 5	497
AREA 8: Jams in the optional finishing devices	502
Clear jams in the output-accessory bridge	502
Clear jams in the sorter area	504
Clear jams in the booklet maker	506
Clear staple jams	508
Clear staple jams in the main stapler	508
Clear staple jams in the booklet maker	509
Jam recovery	512
Product feeds multiple sheets	513
Product pulls from incorrect tray	513
Product feeds incorrect page size	513
Paper does not feed automatically	514
Paper does not feed from Tray 2, 3, 4, or 5	514
Transparencies or glossy paper will not feed	515
Envelopes jam or will not feed in the product	515
Output is curled or wrinkled	516
Product will not duplex or duplexes incorrectly	516
Solve image-quality problems	518
Example print quality problems	518
Repetitive defects ruler	518
Overhead transparency defects	520
Print quality problems associated with the environment	520
Print quality problems associated with jams	520
Optimize and improve image quality	520
Use supported paper	521
Calibrate the product	521
Specify the correct paper type	521
Clean the fuser	522
Respond to control panel error messages	523
Clean the registration second transfer assembly	524
Use manual print modes	526
Print-quality-troubleshooting pages	527
Image-quality issues	529
Interface troubleshooting	535
Communication checks	535
EIO troubleshooting	535
Engine diagnostics	536
LED diagnostics	536
Understand lights on the formatter	536
HP Jetdirect LEDs	536
Heartbeat LED	537
Engine-test button	537
Diagnostics menu	538
Diagnostics mode	538
Diagnostics that put the engine into the special diagnostics mode	539
Diagnostic tests	539
Disable cartridge check	540
Paper-path sensors test	541
Paper-path test	543
Manual sensor test (special-mode test)	543
Manual sensor test 2 (special-mode test)	544
Component tests	545
Component test (special-mode test)	545
Print/stop test	549
Color-band test	549
Service mode functions	550
Service menu	550
Product resets	551
Restore factory-set defaults	551
Hard disk initialization	552
NVRAM initialization	552
Diagrams	553
Connectors	553
DC controller PCA	553
PCAs	553
Product base	556
1 x 500-sheet input tray	559
3 x 500-sheet input tray	559
IPTU	560
Sensors	560
Sensors	560
Product base	562
1 x 500-sheet input tray	565
3 x 500-sheet input tray	565
IPTU	566
Fans	567
Fans	567
Product base	568
Motors	568
Motors	568
Product base	570
1 x 500-sheet input tray	572
3 x 500-sheet input tray	572
IPTU	573
Solenoids	573
Solenoids	573
Product base	574
1 x 500-sheet input tray	575
3 x 500-sheet input tray	575
Switches	576
Switches	576
Product base	576
1 x 500-sheet input tray	577
3 x 500-sheet input tray	577
Block diagrams	579
Main assemblies	579
Main parts	582
PCAs	583
1 x 500-sheet input tray	584
3 x 500-sheet input tray	585
Intermediate paper-transfer unit (IPTU)	586
General timing chart	587
General circuit diagrams	588
Signals	592
Output accessories and intermediate paper-transfer unit (IPTU)	621
Theory of operation	622
Intermediate paper-transfer unit (IPTU)	622
Basic operation	622
Feed operation	624
Jam detection	624
3-bin stapler/stacker	625
Basic operation	625
Electrical circuitry	626
Feed drive system	626

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962
963
964
965
966
967
968
969
970
971
972
973
974
975
976
977
978
979
980
981
982
983
984
985
986
987
988
989
990
991
992
993
994
995
996
997
998
999
1,000
1,001
1,002
1,003
1,004
1,005
1,006
1,007
1,008
1,009
1,010
1,011
1,012
1,013
1,014
1,015
1,016
1,017
1,018
1,019
1,020
1,021
1,022
1,023
1,024
1,025
1,026
1,027
1,028
1,029
1,030
1,031
1,032
1,033
1,034
1,035
1,036
1,037
1,038
1,039
1,040
1,041
1,042
1,043
1,044
1,045
1,046
1,047
1,048
1,049
1,050
1,051
1,052
1,053
1,054
1,055
1,056
1,057
1,058
1,059
1,060
1,061
1,062

Match case Limit results 1 per page

●

Are the paper guides aligned with the media?

●

Is the paper tray correctly installed in the product?

Print cartridges

●

Is each print cartridge correctly installed?

●

Are original HP print cartridges installed?

●

Are the cartridges damaged?

ITB and fuser

●

Are the ITB and fuser correctly installed?

●

Is the ITB or fuser damaged?

Covers

●

Are the top cover and front cover closed?

Condensation

●

Does condensation occur following a temperature

change (particularly in winter following cold storage)? If

so, wipe the affected area dry or leave the product on for

10 to 20 minutes.

●

Was a print cartridge installed soon after being moved

from a cold to a warm room? If so, allow the product to sit

at room temperature for one to two hours.

Miscellaneous

●

Check for and remove any non-HP components (print

cartridges, memory modules, and EIO cards) from the

product.

●

If hardware or software configuration has not changed, or

the problem is not associated with any specific software,

contact the Customer Care Center (see chapter 1).

●

Remove the product from the network, and ensure that

the failure is associated with the product before beginning

troubleshooting.

●

For any print-quality issues, calibrate the product. See

Calibrate the product

on page

479

Troubleshooting checklist

If the product is not responding correctly, complete the steps in the following checklist, in order. If the

product does not pass a step, follow the corresponding troubleshooting suggestions. If a step resolves

the problem, you can stop without performing the other steps on the checklist.

Make sure one of the following messages display on the control panel:

READY

PAUSED

, or

SLEEP MODE ON

. If no lights are on or the display does not say

READY

PAUSED

, or

SLEEP

MODE ON

, see

Power-on checks

on page

345

Check the cabling.

Check the cable connection between the product and the computer or network port. Make

sure that the connection is secure.

Make sure that the cable itself is not faulty by using a different cable, if possible.

Check the network connection. See

Solve network printing problems

on page

354

Ensure that the print media that you are using meets specifications.

Table 7-1

Pre-troubleshooting checklist (continued)

ENWW

Troubleshooting process

343