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Troubleshooting process, Determine the problem source, Pre-troubleshooting checklist

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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 pretroubleshooting 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. Determine the problem source When the product malfunctions or encounters an unexpected situation, the product control panel alerts you to the situation. This section contains a pre-troubleshooting checklist to filter out many possible causes of the problem. A troubleshooting flowchart helps you diagnose the root cause of the problem. The remainder of this chapter provides steps for correcting problems. Pre-troubleshooting checklist The following table includes basic questions to ask the customer to quickly help define the problem. General topic Environment 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 (not a power strip)? ● Is the operating environment within the specified parameters? ● Is the product exposed to ammonia gas, such as that produced by diazo copiers or office cleaning materials? NOTE: Diazo copiers produce ammonia gas as part of the coping processes. Ammonia gas (from cleaning supplies or a diazo copier) can have an adverse affect on some product components (for example, the printcartridge OPC). ● Is the product exposed to direct sunlight? ENWW Troubleshooting process 279

Section	Page
Theory of operation	25
Basic operation	26
Major product systems	26
Product block diagram	26
Sequence of operation	27
Normal sequence of operation	27
Formatter-control system	29
Sleep mode	29
Input/output	30
CPU	30
Memory	30
Firmware	30
Nonvolatile memory	30
PJL overview	30
PML	31
Control panel	31
Engine-control system	32
DC controller	33
Motors	36
Fans	38
Fuser-control circuit	39
Fuser temperature control	40
Fuser protective function	41
Fuser failure detection	42
Low-voltage power supply	43
Overcurrent/overvoltage protection	45
High-voltage power supply	46
Laser scanner system	48
Laser failure detection	49
Image-formation system	50
Electrophotographic process	50
Image formation process	52
Latent-image formation block	53
Pre-exposure	53
Primary charging	53
Laser beam exposure	54
Developing block	55
Transfer block	56
Primary transfer	56
Secondary transfer	56
Separation	57
Fusing block	57
ITB cleaning block	58
Drum cleaning block	58
Print cartridges	59
Memory tag	60
Cartridge presence detection	60
Toner level detection	60
Cartridge life detection	60
Developing unit engagement and disengagement control	60
ITB unit	62
Primary transfer roller engagement and disengagement control	63
ITB unit presence detection	64
ITB cleaning mechanism	64
Calibration	65
Color-misregistration control	66
Environment change control	67
Image stabilization control	67
Image density control (DMAX)	67
Image halftone control (DHALF)	67
Pickup, feed, and delivery system	68
Photo sensors	70
Motors and solenoids	71
Pickup and feed block	71
Tray 2 cassette pickup	72
Tray 2 cassette multiple-feed prevention	73
Tray 2 cassette media-size detection and Tray 2 cassette-presence detection	74
Tray 2 cassette lift-up operation	75
Cassette media-presence detection	77
Tray 1 (MP tray) paper pickup	77
Tray 1 (MP tray) last-paper detection	78
Paper feed	79
Skew-feed prevention	81
Media detection	82
Feed-speed control	83
Fusing and delivery block	83
Loop control	83
Pressure roller pressurization and depressurization control	85
Output bin full detection	86
Duplex block (duplex models only)	87
Duplex reverse and duplex feed control	87
Duplex operation	88
Jam detection	90
Paper feeder	92
Paper-feeder motors	93
Paper-feeder paper pickup and feed	94
Cassette media-size detection and cassette-presence detection	94
Paper-feeder cassette lift operation	95
Paper-feeder jam detection	96
Optional 3X500-sheet paper deck	97
Motor control	100
Pickup-and-feed operation	101
Cassette media-size detection and cassette-presence detection	102
Cassette lift-up operation	103
Jam detection	105
Removal and replacement	107
Introduction	108
Removal and replacement strategy	108
Electrostatic discharge	108
Required tools	109
Service approach	110
Before performing service	110
After performing service	110
Post-service test	110
Print-quality test	110
Removal and replacement procedures	111
Print cartridges	111
Toner-collection unit	115
Fuser	117
Reset the New Fuser Kit setting at the control panel	117
Pickup roller (Tray 1)	118
Separation pad (Tray 1)	119
Separation roller assembly (Tray 2)	121
Pickup roller (Tray 2)	122
Pickup roller, separation roller, and feed roller (1 x 500-sheet and 3 x 500-sheet paper feeders)	123
Secondary transfer roller	125
Intermediate transfer belt (ITB)	126
Reset the New Transfer Kit setting at the control panel	128
Formatter PCA	129
Hard Drive	131
Remove the encrypted HDD	132
Remove the solid-state hard drive	133
Covers	135
Identification and location	135
Right-front cover and control-panel assembly	137
Left cover	139
Rear cover	140
Remove the rear cover	140
Toner collection unit access door	141
Right-rear cover	143
Reinstall the right-rear cover	144
Top cover	145
Remove the top cover	145
Front-door assembly	147
Right-door assembly	150
Main assemblies	154
Formatter case	154
Remove the formatter case	154
Laser/scanner assembly	156
Remove the laser/scanner assembly	156
Paper pickup assembly	159
Remove the paper pickup assembly	159
Reinstall the paper pickup assembly	162
Installing a replacement paper pickup assembly	164
Registration sensor assembly	166
Remove the registration sensor assembly	166
Lifter-drive assembly	169
Remove the lifter-drive assembly	169
ITB front guide assembly	172
ITB rear guide assembly	175
Residual toner full sensor	176
Remove the residual toner full sensor	176
Reinstall the residual toner full sensor	179
Main drive assembly	181
Remove the main drive assembly	181
Install the main drive assembly	191
Fuser drive assembly	196
Remove the fuser drive assembly	196
Install a replacement fuser drive assembly	198
Fuser gear assembly	200
Remove the fuser gear assembly	200
Install a replacement fuser gear assembly	206
Paper delivery assembly	208
Remove the delivery assembly	208
Reinstall the paper delivery assembly	209
Duplex drive assembly (duplex models)	211
Remove the duplex-drive assembly	211
Delivery drive assembly (simplex models)	213
Remove the delivery drive assembly	213
Residual-toner-feed assembly	214
Remove the residual-toner-feed assembly	214
ITB motor (M1)	216
Remove the ITB motor	216
Drum motor (M2)	218
Remove the drum motor	218
Developing motor (M3)	219
Remove the developing motor	219
Fuser motor (M4)	220
Remove the fuser motor	220
Developing-disengagement motor (M6)	221
Remove the developing-disengagement motor	221
Power-supply fan (FM1)	222
Remove the power-supply fan	222
Fuser fan (FM2)	225
Remove the fuser fan	225
Formatter fan (FM3) and ICB PCA	228
Remove the formatter fan and ICB PCA	228
DC controller PCA	231
Remove the DC controller PCA	231
Low-voltage power supply	233
Remove the low-voltage power supply	233
Imaging (developing) high-voltage power supply	237
Remove the imaging (developing) high-voltage power supply	237
First transfer high-voltage power supply	238
Remove the first transfer high-voltage power supply	238
Second transfer high-voltage power supply	240
Remove the second transfer high-voltage power supply	240
Driver PCA	242
Remove the driver PCA	242
Power switch PCA	244
Remove the power switch PCA	244
Environmental sensor	245
Remove the environmental sensor	245
1 x 500-sheet paper feeder assembly	246
1 x 500 rear cover	246
1 x 500 left cover	247
1 x 500 right-front cover	249
1 x 500 front-upper cover	250
1 x 500 right door	251
1 x 500 right-lower cover	253
1 x 500 pickup assembly	254
1 x 500 lifter-drive assembly	257
1 x 500 pickup motor	258
1 x 500 driver PCA	259
3 x 500-sheet paper feeder (optional accessory)	260
3 x 500 rear cover	260
3 x 500 right and left cassette rails	261
3 x 500 paper deck controller PCAs	262
3 x 500 paper deck lifter-drive assembly	263
3 x 500 paper deck pickup motor	264
3 x 500 front-lower cover	265
3 x 500 left cover	266
3 x 500 right-corner cover	267
3 x 500 front-upper cover	268
3 x 500 right-door assembly	269
3 x 500 right-lower cover 1	271
3 x 500 right-lower cover 2	272
3 x 500 left-lower cover	273
3 x 500 rear-lower cover	274
Remove the 3 x 500 rear-lower cover	274
3 x 500 paper deck pickup assembly	275
Remove the 3 x 500 paper deck pickup assembly	275
Solve problems	277
Solve problems checklist	278
Menu map	280
Current settings pages	280
Control panel menus	281
Sign In menu	281
Retrieve Job From USB menu	281
Retrieve Job From Device Memory menu	281
Supplies menu	282
Trays menu	284
Administration menu	285
Reports menu	285
General Settings menu	285
Retrieve From USB Settings menu	290
Print Settings menu	290
Print Options menu	291
Display Settings menu	293
Manage Supplies menu	294
Manage Trays menu	295
Network Settings menu	296
Troubleshooting menu	299
Device Maintenance menu	300
Backup/Restore menu	300
Calibration/Cleaning menu	301
USB Firmware Upgrade menu	301
Service menu	302
Troubleshooting process	303
Determine the problem source	303
Pre-troubleshooting checklist	303
Troubleshooting flowchart	304
Power subsystem	306
Power-on checks	306
Power-on troubleshooting overview	306
Tools for troubleshooting	308
Component diagnostics	308
LED diagnostics	308
Understand lights on the formatter	308
HP Jetdirect LEDs	308
Heartbeat LED	309
Engine diagnostics	309
Defeating interlocks	310
Disable cartridge check	311
Engine test button	312
Paper-path test	312
Manual sensor test	313
Front-door opening/closing switch (PS14)	315
Right-door opening/closing sensor (PS15)	316
TOP (top-of-page) sensor (PS5)	318
Fuser loop sensors 1 and 2 (PS7 and PS8)	319
Fuser pressure-release sensor (PS9)	320
Fuser output sensor (PS6)	321
Developer alienation sensor (PS11)	322
ITB alienation switch (SW5)	323
Tray/Bin manual sensor test	324
Tray 1 paper sensor (PS2)	326
Tray 2 paper present sensor (PS1)	327
Tray 2 paper surface sensor (PS4)	328
Tray 2 paper size switches (SW7 and SW8)	329
Tray 3 paper sensor (SR3)	330
Tray 3 paper surface sensor (SR2)	331
Tray 3 paper size sensors (SW2 and SW3)	332
Tray 3 feed sensor (SR1)	333
Tray 3 door opening/closing sensor (SW1)	334
Tray 4 paper sensor (SR3)	335
Tray 4 paper surface sensor (SR2)	335
Tray 4 paper size sensors (SW2 and SW3)	335
Tray 4 feed sensor (SR1)	335
Tray 4 door opening/closing door sensor (SW1)	335
Tray 5 paper sensor (SR83)	336
Tray 5 paper surface sensor (SR82)	336
Tray 5 paper size sensors (SW82 and SW83)	336
Tray 5 feed sensor (SR81)	336
Tray 5 door opening/closing sensor (SW1)	336
Tray 6 paper sensor (SR93)	336
Tray 6 paper surface sensor (SR92)	336
Tray 6 paper size sensors (SW92 and SW93)	336
Tray 6 feed sensor (SR91)	336
Tray 6 door opening/closing sensor (SW1)	336
Output-bin-full sensor (PS10)	337
Paper-path sensors test	337
Print/stop test	338
Component tests	338
Component test (special-mode test)	338
Additional component tests	341
Diagrams	343
Block diagrams	343
Plug/jack locations	345
Location of connectors	346
DC controller connections	346
Product connections	348
Locations of major components	355
General timing charts	362
General circuit diagram	364
Internal print-quality test pages	368
Print-quality-troubleshooting pages	368
Diagnostics page	371
Clean the paper path	373
Set up an auto cleaning page	373
Configuration page	374
Configuration page	374
HP embedded Jetdirect page	376
Finding important information on the configuration pages	377
Color-band test	378
Print quality troubleshooting tools	379
Repetitive image-defect ruler	379
Calibrate the product	380
Control panel menus	380
Sign In menu	381
Retrieve Job From USB menu	382
Retrieve Job From Device Memory menu	383
Supplies menu	384
Trays menu	387
Administration menu	389
Reports menu	389
General Settings menu	391
Retrieve From USB Settings menu	404
Print Settings menu	404
Print Options menu	406
Display Settings menu	408
Manage Supplies menu	409
Manage Trays menu	412
Network Settings menu	415
Troubleshooting menu	425
Device Maintenance menu	430
Backup/Restore menu	430
Calibration/Cleaning menu	431
USB Firmware Upgrade menu	432
Service menu	433
Interpret control-panel messages, status-alert messages, and event code errors	435
10.0X.Y0 Supply memory error	435
10.22.50	436
10.22.51	436
10.22.52	436
10.23.50	436
10.23.51	437
10.23.52	437
10.23.70 Printing past very low	437
10.XX.34 Used supply in use	438
10.XX.40 Genuine HP supplies installed	438
10.XX.41 Unsupported supply in use	439
10.XX.70 Printing past very low	439
10.YY.15 Install <supply>	440
10.YY.25 Wrong cartridge in <color> slot	440
10.YY.35 Incompatible <supply>	441
11.00.YY Internal clock error	442
13.00.00	442
13.A3.FF	442
13.D3.DZ	442
13.WX.EE	443
13.WX.FF	443
13.WX.YZ Fuser area jam	444
13.WX.YZ Fuser wrap jam	445
13.WX.YZ Jam below control panel	446
13.WX.YZ Jam in lower right door	446
13.WX.YZ Jam in middle right door	447
13.WX.YZ Jam in right door	447
13.WX.YZ Jam in Tray 1	448
13.WX.YZ Jam in Tray <X>	448
20.00.00 Insufficient memory To continue, press OK	449
21.00.00 Page too complex	449
32.1C.XX	449
32.21.00	454
40.00.01 USB I/O buffer overflow To continue, press OK	454
40.00.02 Embedded I/O buffer overflow To continue, press OK	454
40.00.03 EIO buffer overflow To continue, press OK	454
40.00.04 Unsupported USB accessory detected To continue, press OK	454
40.00.05 Embedded I/O bad transmission To continue, press OK	455
41.02.00 Error	455
41.03.YZ Unexpected size in tray <X>	455
41.05.YZ Unexpected type in tray <X>	456
41.07.YZ Error To continue, press OK	458
42.XX.YY	460
47.00.XX	460
47.01.XX	460
47.02.XX	460
47.03.XX	461
47.04.XX	461
47.05.00	461
47.06.XX	461
47.WX.YZ Printer calibration error To continue, press OK	461
50.WX.YZ Fuser error To continue, turn off then on	463
51.00.YY Error	466
52.XX.00 Error To continue, turn off then on	466
54.XX.YY Error	467
55.00.YY DC controller error To continue, turn off then on	469
55.0X.YY DC controller error To continue, turn off then on	470
56.00.YY Error To continue, turn off then on	470
57.00.0Y Error To continue, turn off then on	470
59.00.YY Error To continue, turn off then on	471
59.0X.50 Error To continue, turn off then on	472
59.0X.60 Error To continue, turn off then on	473
59.0X.70 Error To continue, turn off then on	473
59.0X.80 Error To continue, turn off then on	473
60.00.0Y Tray <Y> lifting error	474
61.00.01	475
62.00.00 No system To continue, turn off then on	476
70.00.00 Error To continue, turn off then on	476
80.0X.YY Embedded JetDirect error	476
98.00.01 Corrupt data in firmware volume	478
98.00.02 Corrupt data in solutions volume	478
98.00.03 Corrupt data in configuration volume	478
98.00.04 Corrupt data in job data volume	478
99.00.01 Upgrade not performed file is corrupt	479
99.00.02 Upgrade not performed timeout during receive	479
99.00.03 Upgrade not performed error writing to disk	479
99.00.04 Upgrade not performed timeout during receive	479
99.00.05 Upgrade not performed timeout during receive	480
99.00.06 Upgrade not performed error reading upgrade	480
99.00.07 Upgrade not performed error reading upgrade	480
99.00.08 Upgrade not performed error reading upgrade	480
99.00.09 Upgrade canceled by user	481
99.00.10 Upgrade canceled by user	481
99.00.11 Upgrade canceled by user	481
99.00.12 Upgrade not performed the file is invalid	481
99.00.13 Upgrade not performed the file is invalid	482
99.00.14 Upgrade not performed the file is invalid	482
99.00.2X	482
99.09.60 Unsupported disk	483
99.09.61 Unsupported disk	483
99.09.62 Unknown disk	483
99.09.63 Incorrect disk	484
99.09.64 Disk malfunction	484
99.09.65 Disk data error	484
99.09.66 No disk data installed	484
99.09.67 Disk is not bootable please download firmware	484
99.XX.YY	485
<Binname> Full Remove all paper from bin	485
<Supply> almost full	485
<Supply> low OR Supplies low	485
<Supply>very low OR Supplies very low	486
<Tray X> lifting	487
[File System] device failure To clear, press OK	488
[File System] file operation failed To clear, press OK	488
[File System] file system is full To clear, press OK	488
[File System] is not initialized	488
[File System] is write protected	488
Accept bad signature	488
Bad optional tray connection	489
Calibration reset pending	489
Canceling	489
Canceling... <jobname>	489
Checking engine	490
Checking paper path	490
Chosen personality not available To continue, press OK	490
Cleaning do not grab paper	490
Cleaning...	490
Clearing event log	491
Clearing paper path	491
Close front door	491
Close lower right door	491
Close middle right door	492
Close right door	492
Close upper right door For help press ?	492
Cooling device	492
Creating cleaning page	493
Data received To print last page, press OK	493
EIO <X> disk initializing	493
EIO <X> disk not functional	493
EIO <X> disk spinning up	494
Event log is empty	494
Expected drive missing	494
HP Secure Hard Drive disabled	494
Incompatible <supply>	495
Incompatible supplies	495
Initializing...	495
Install <supply>	496
Install <supply> Close rear door	496
Install Fuser Unit	496

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 pretroubleshooting 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.

Determine the problem source

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

you to the situation. This section contains a pre-troubleshooting checklist to filter out many possible

causes of the problem. A troubleshooting flowchart helps you diagnose the root cause of the problem.

The remainder of this chapter provides steps for correcting problems.

Pre-troubleshooting checklist

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

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 (not a power

strip)?

●

Is the operating environment within the specified parameters?

●

Is the product exposed to ammonia gas, such as that produced by diazo

copiers or office cleaning materials?

NOTE:

Diazo copiers produce ammonia gas as part of the coping

processes. Ammonia gas (from cleaning supplies or a diazo copier) can have

an adverse affect on some product components (for example, the print-

cartridge OPC).

●

Is the product exposed to direct sunlight?

ENWW

Troubleshooting process

279