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HP Color LaserJet CM2320 Service Manual - Page 239

Troubleshooting process, Pre-troubleshooting checklist, Are supply items within their rated life?

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Troubleshooting process When the product malfunctions or encounters an unexpected situation, the product control panel alerts you to the situation. This chapter contains information to help diagnose and solve problems. ● Use the pre-troubleshooting checklist to evaluate the source of the problem and to reduce the number of steps that are required to fix the problem. ● Use the troubleshooting flowchart to pinpoint the root cause of hardware malfunctions. The flowchart guides you to the section of this chapter that contains steps for correcting the malfunction. Before beginning any troubleshooting procedure, check the following issues: ● Are supply items within their rated life? ● Does the configuration page reveal any configuration errors? NOTE: The customer is responsible for checking supplies and for using supplies that are in good condition. Pre-troubleshooting checklist The following table includes basic questions to ask the customer to quickly help define the problem(s). General topic Environment Media Input trays Print cartridges Covers Questions ● Is the product installed on a solid, level surface (+/- 1°)? ● Is the power-supply voltage within ± 10 volts of the specified power source? ● Is the power-supply plug inserted in the product and the outlet? ● Is the operating environment within the specified parameters? See Environmental specifications on page 378. ● Is the product exposed to direct sunlight? ● Does the customer use only supported media? ● Is the media in good condition (no curls, folds, or distortion)? ● Is the media stored correctly and within environmental limits? ● Is the amount of media in the tray within specifications? ● Is the media correctly placed in the tray? ● Are the paper guides aligned with the stack? ● Is the input tray correctly installed in the product? ● Is each HP Genuine print cartridge installed correctly? ● Was a print cartridge opened soon after being moved from a cold to a warm room? If so, allow the print cartridge to sit at room temperature for 1 to 2 hours. ● Is the front cover closed? ENWW Troubleshooting process 227

Section	Page
Product basics	13
Quick access to product information	14
Product comparison	15
Product features	16
Product walkaround	17
Front view	17
Back view	18
Interface ports	19
Supported operating systems	20
Supported operating systems for Windows	20
Supported operating systems for Macintosh	20
Supported product software	21
Software included with the product	21
Software for Windows	21
Embedded Web server	21
HP ToolboxFX	22
Software for Macintosh	22
Embedded Web server	22
Supported printer drivers	23
Supported printer drivers for Windows	23
HP Universal Print Driver (UPD)	23
UPD installation modes	23
Supported printer drivers for Macintosh	23
Software for other operating systems	24
System requirements	25
Connectivity	26
Supported network protocols	26
Control panel	29
HP Color LaserJet CM2320 control panel	30
HP Color LaserJet CM2320 MFP Fax Model and HP Color LaserJet CM2320 MFP Memory-Card Model control pa ...	31
Control-panel menus	32
Use the control-panel menus	32
Control-panel Setup menu	32
Function specific menus	42
Paper and print media	49
Understand paper and print media use	50
Supported paper and print media sizes	51
Supported paper types and tray capacity	53
Special paper or print media guidelines	54
Load paper and print media	55
Load Tray 1	55
Load Tray 2 or 3	56
Load originals for copying, scanning, or faxing	57
Configure trays	60
Manage and maintain the product	61
Information pages	62
HP ToolboxFX	64
View the HP ToolboxFX	64
Status	64
Event log	65
Alerts	65
Set up status alerts	65
Set up e-mail alerts	65
Product information	65
Fax	66
Fax Receive	66
Fax phone book	66
Fax send log	68
Fax receive log	68
Junk Faxes	68
Help	68
System Settings	70
Device Information	70
Paper Handling	71
Print Quality	71
Print Density	71
Paper Types	71
System setup	72
Service	72
Device polling	72
Save/Restore	72
Password	72
Print Settings	72
Printing	72
PCL5	72
PostScript	73
Network Settings	73
E-mail	73
E-mail configuration	73
E-mail contacts	73
Embedded Web server	74
Features	74
Use HP Web Jetadmin software	75
Security features	75
Turn on password protection using the embedded Web server	75
Turn on password protection from the control panel	75
Turn on private receive feature	76
Manage supplies	77
Check and order supplies	77
Check supplies status by using the control panel	77
Check supplies status by using HP ToolboxFX	77
Store supplies	77
HP policy on non-HP supplies	78
HP fraud hotline	78
Recycle supplies	78
Replace supplies	79
Print cartridge	79
Memory DIMMs	82
Information	82
Install a memory DIMM	83
Clean the product	85
Clean the paper path	85
Clean the paper path from HP ToolboxFX	86
Clean the paper path from the product control panel	86
Clean the automatic document feeder (ADF) pickup roller assembly	86
Clean the lid backing	88
Clean the scanner glass	89
Clean the exterior	91
Firmware updates	91
Recover from a corrupted firmware download	91
Theory of operation	93
Basic operation	94
Major product systems	94
Product components	95
Sequence of operation	96
Engine control system	97
DC controller	98
Power supply	99
Protective function	99
Power-save mode	100
Fuser control	100
Fuser control circuit	101
Fuser protective function	102
Fuser failure detection	102
High-voltage power supply	104
Laser/scanner system	105
Laser failure detection	105
Image-formation system	106
Image-formation process	107
Latent-image formation stage	108
Step 1: primary charging	108
Step 2: laser-beam exposure	108
Developing stage	108
Step 3: development	109
Transfer stage	110
Step 4: primary transfer	110
Step 5: secondary transfer	110
Step 6: separation from the drum	111
Fusing stage	111
Step 7: fusing	111
ITB cleaning stage	112
Step 8: ITB cleaning	112
Drum cleaning stage	113
Step 9: drum cleaning	113
Developing roller engagement/disengagement control	113
Pickup-and-feed system	114
Jam detection	116
Pad transfer	116
Multiple-feed prevention	116
Scanner and ADF functions and operation	118
Scanner functions	118
Scanner operation	119
ADF operation	119
ADF paper path and ADF sensors	120
ADF jam detection	121
Memory card system (fax/memory-card models only)	122
Fax functions and operation (fax/memory-card models only)	123
Computer and network security features	123
PSTN operation	123
Receive faxes when you hear fax tones	123
Distinctive ring function	124
Fax by using Voice over IP services	124
The fax subsystem	125
Fax card in the fax subsystem	125
Safety isolation	125
Safety-protection circuitry	125
Data path	126
Hook state	126
Downstream device detection	126
Hook switch control	126
Ring detect	126
Line current control	127
Billing- (metering-) tone filters	127
Fax page storage in flash memory	127
Stored fax pages	127
Advantages of flash memory storage	127
Removal and replacement	129
Removal and replacement strategy	130
General cautions during removal and replacement	130
Electrostatic discharge	130
Required tools	131
Types of screws	131
Service approach	132
Before performing service	132
After performing service	132
Post-service tests	133
Test 1 (print-quality test)	133
Test 2 (copy-quality test)	133
Test 3 (fax-quality test; fax models only)	133
Print cartridges	134
Tray cassettes and optional Tray 3 assembly	135
Control-panel bezel	136
Control panel	137
Reinstall the control panel	138
Paper-feed rollers and pads	139
Transfer roller	139
Pickup roller (Tray 2 and Tray 3)	140
Separation roller (Trays 2 or 3)	143
Reinstall the separation roller	144
ADF pickup roller assembly	145
Paper-pickup roller (Tray 1)	146
Separation pad (Tray 1)	149
Components and major assemblies	150
Link guide	150
ADF input tray	151
DIMM cover	152
Print-cartridge drawer	153
Intermediate transfer belt (ITB)	154
Reinstall the ITB	158
Motors (drum motor and developer motor)	159
Intermediate PCA	161
Paper-feed guide assembly	162
Rear-door stopper and link caps (simplex product)	163
Rear door (simplex product)	164
Rear door (duplex product)	166
Right cover	168
Formatter PCA and fax PCA	170
Special considerations	170
Remove the formatter PCA and fax PCA	170
DC controller PCA	173
Special considerations	173
Remove the DC controller PCA	173
Scanner assembly	175
Rear-upper cover (duplex product)	177
Rear cover and feed guide (simplex product)	178
Rear-lower cover and rear-door links (duplex product)	182
Rear-door rib assembly (duplex product)	185
Fuser-motor assembly	187
Reinstall the fuser-motor assembly	192
Upper-cover assembly	193
Reinstall the upper-cover assembly	195
Left cover	197
Reinstall the left cover	199
High-voltage power-supply PCA	201
Color-misregistration sensor assembly	204
Reinstall the color-misregistration sensor assembly	207
Fan (FM1)	208
Right-front cover and power button	209
Memory-card cover and PCA (fax/memory-card models)	212
Reinstall the memory-card cover and PCA	215
Front-door assembly	217
Reinstall the front-door assembly	222
Duplex-reverse drive assembly	224
Fuser	227
Reinstall the fuser	232
Paper-delivery assembly	233
Problem solve	237
Menu map	238
Troubleshooting process	239
Pre-troubleshooting checklist	239
Power-on checks	240
Troubleshooting tools	241
LED diagnostics	241
Network LEDs (network models only)	241
Control panel LEDs	241
Memory card LED (memory-card models only)	241
Control-panel diagnostics	242
Fax reports	242
Fax activity log	242
Fax call report	242
T.30 protocol trace	243
Diagrams	252
Block diagrams	252
Scanner and automatic document feeder (ADF) assemblies	252
Major components	253
Motors and fans	255
Rollers	256
PCAs	257
Optional 250-sheet cassette	258
Interface ports	259
DC controller PCA	260
Timing diagram	262
Circuit diagram	263
Print-quality troubleshooting tools	264
Repetitive image defects	264
Calibrate the product	264
Internal print quality test pages	265
Cleaning page	265
Service page	265
Diagnostics pages	265
Engine print mode specifications	267
HP ToolboxFX software	268
Control-panel messages	269
Event-log messages	289
Print the event log	289
Event log messages	289
Event-log-only messages	291
Paper-handling problems	293
Jams	293
Recover jams	293
Common causes of jams	294
Clear jams	295
Causes of jams	295
Where to look for jams	296
Clear jams in Tray 1	296
Clear jams in Tray 2	296
Clear jams in Tray 3	298
Clear jams in fuser area	299
Clear jams in output bin	300
Clear jams in duplexer (duplexing models only)	300
Clear jams from the ADF	303
Solve image quality problems	307
General image quality problems	307
Solve issues with color documents	311
Copy problems	312
Prevent copy problems	312
Image problems	312
Media-handling problems	314
Performance problems	315
Scan problems	316
Solve scanned-image problems	316
Scan-quality problems	318
Prevent scan-quality problems	318
Solve scan-quality problems	318
Solve performance problems	320
Solve connectivity problems	321
Solve direct-connection problems	321
Solve network problems (network models only)	321
Service mode functions	323
Service menu	323
Service menu settings	323
Secondary service menu	323
Open the secondary service menu	323
Secondary service menu structure	324
Product resets	325
Restore the factory-set defaults	325
NVRAM initialization	325
Solve fax problems (fax/memory-card models only)	326
Fax logs and reports	326
Print all fax reports	326
Print individual fax reports	326
Set the fax activity log to print automatically	327
Set the fax error report	327
Set the fax confirmation report	327
Include the first page of each fax on the fax confirmation, fax error, and last call reports	328
Perform a fax test	328
Change error correction and fax speed	328
Set the fax-error-correction mode	328
Change the fax speed	329
Problems sending faxes	329
Problems receiving faxes	331
Performance problems	334
Memory card problems (fax/memory-card models only)	335
Missing or wrong files	335
Index page not printing	335
Proof sheet not printing	336
Proof sheet not scanning	336
Issues with photo printing	337
Parts and diagrams	339
Order parts, accessories, and supplies	340
Part numbers	340
Supplies	340
Memory	340
Cable and interface accessories	340
Paper-handling accessories	344
Assembly locations	348
Covers	350
Internal assemblies	352
PCAs	366
Optional 250-sheet paper cassette	368
Alphabetical parts list	370
Numerical parts list	377
Service and support	385
Hewlett-Packard limited warranty statement	385
Customer self repair warranty service	386
Print cartridge limited warranty statement	387
Customer support	388
Specifications	389
Physical specifications	390
Electrical specifications	390
Environmental specifications	390
Power consumption and acoustic emissions (HP Color LaserJet CM2320, HP Color LaserJet CM2320 MFP Fax ...	391
Paper and print media specifications	391
Skew specifications	391
Regulatory information	393
FCC regulations	394
Additional statements for telecom (fax) products	394
EU statement for telecom operation	394
New Zealand telecom statements	394
Telephone Consumer Protection Act (United States)	395
IC CS-03 requirements	395
Declaration of conformity	396
HP Color LaserJet CM2320 MFP	396
HP LaserJet CM2320 Fax Model / CM2320 Memory-Card Model	396
Certificate of volatility	398
Country/region specific statements	399
Laser safety	399
Canadian DOC regulations	399
VCCI statement (Japan)	399
EMI statement (Korea)	399
Laser statement for Finland	399
Substances table (China)	400

Match case Limit results 1 per page

Troubleshooting process

When the product malfunctions or encounters an unexpected situation, the product control panel alerts

you to the situation. This chapter contains information to help diagnose and solve problems.

●

Use the pre-troubleshooting checklist to evaluate the source of the problem and to reduce the

number of steps that are required to fix the problem.

●

Use the troubleshooting flowchart to pinpoint the root cause of hardware malfunctions. The

flowchart guides you to the section of this chapter that contains steps for correcting the malfunction.

Before beginning any troubleshooting procedure, check the following issues:

●

Are supply items within their rated life?

●

Does the configuration page reveal any configuration errors?

NOTE:

The customer is responsible for checking supplies and for using supplies that are in good

condition.

Pre-troubleshooting checklist

The following table includes basic questions to ask the customer to quickly help define the problem(s).

General topic

Questions

Environment

●

Is the product installed on a solid, level surface (+/- 1°)?

●

Is the power-supply voltage within ± 10 volts of the specified power source?

●

Is the power-supply plug inserted in the product and the outlet?

●

Is the operating environment within the specified parameters? See

Environmental specifications

on page

378

●

Is the product exposed to direct sunlight?

Media

●

Does the customer use only supported media?

●

Is the media in good condition (no curls, folds, or distortion)?

●

Is the media stored correctly and within environmental limits?

Input trays

●

Is the amount of media in the tray within specifications?

●

Is the media correctly placed in the tray?

●

Are the paper guides aligned with the stack?

●

Is the input tray correctly installed in the product?

Print cartridges

●

Is each HP Genuine print cartridge installed correctly?

●

Was a print cartridge opened soon after being moved from a cold to a warm room? If so, allow the

print cartridge to sit at room temperature for 1 to 2 hours.

Covers

●

Is the front cover closed?

ENWW

Troubleshooting process

227