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Troubleshooting flowchart

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General topic Media Input trays Print cartridges Fuser Covers and trays Condensation Miscellaneous Questions ● 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 cassette correctly installed in the product? ● Is each print cartridge installed correctly? ● Are original HP print cartridges installed? ● Are the cartridges damaged? ● Is the fuser correctly installed? ● Is the fuser damaged? ● Are the trays correctly installed? ● Is the top cover closed? ● Does condensation occur following a temperature change (particularly in winter following cold storage)? If so, wipe affected parts dry or leave the product on for 10 to 20 minutes. ● 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. ● Check for and remove any non-HP components (for example, print cartridges or memory modules) from the product. ● Check to see whether the hardware or software configuration has changed or the problem is not associated with any specific software. ● Remove the product from the network and ensure that the failure is associated with the product before beginning troubleshooting. ● For any print-quality issues, clean the paper path. Troubleshooting flowchart This flowchart highlights the general processes that you can follow to quickly isolate and solve product 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 more testing is needed. Go to the appropriate section in this chapter, and follow the instructions there. After completing the instructions, go to the next major step in this troubleshooting flowchart. 194 Chapter 3 Solve problems ENWW

Section	Page
Theory of operation	25
Basic operation	26
Major print systems	26
Internal components	27
Operating sequence	31
Formatter system	32
Sleep mode	32
Input/output	32
USB	32
Embedded print server	33
Hard-disk	33
CPU	33
Memory	33
Random-access memory	33
Nonvolatile memory	33
DIMM slot	33
PJL overview	34
PML	34
Control panel	34
Engine-control system	35
DC controller PCA	36
Sensors, solenoids, and switches	37
Motors and fans	38
Failure detection	38
Motor failure	38
Fan motor failure	38
Engine power supply	39
Fuser-control circuit	39
Fuser temperature control	40
Low-voltage power supply	41
High-voltage power supply	42
Overcurrent/overvoltage protection	43
Image-formation system	44
Image-formation process	45
Block 1: Latent image formation	47
Step 1: Primary charging	47
Step 2: Laser-beam exposure	47
Block 2: Developing	48
Step 3: Developing	48
Block 3: Transfer	49
Step 4: Transfer	49
Step 5: Separation	49
Block 4: Fusing	50
Step 6: Fusing	50
Block 5: Drum cleaning	51
Step 7: Drum cleaning	51
Step 8: Drum charge elimination	51
Laser/scanner system	52
Laser failure detection	54
Pickup, feed, and delivery system	55
Pickup-and-feed block	56
Fuser/delivery block	57
Pressure roller pressure release control	57
Paper trays	58
Printing from Tray 1	58
Printing from Tray 2	58
Cassette media size detection and cassette presence detection	58
Jam detection	60
1x500-sheet paper feeder	64
Pickup-and-feed operation (PF)	65
Cassette lift operation (PF)	67
Cassette media size detection and cassette presence detection (PF)	67
Cassette multiple-feed prevention (PF)	67
Jam detection (PF)	67
1x1500-sheet paper deck	68
Pickup-and-feed operation (PD)	69
Cassette lift operation (PD)	71
Media size detection (PD)	72
Multiple-feed prevention (PD)	72
Jam detection (PF)	72
Envelope feeder	73
Pickup-and-feed operation (EF)	74
Multiple-feed prevention (EF)	74
Multiple-feed detection (EF)	75
Jam detection (EF)	75
Duplexer	77
Motor and fan control (DP)	78
Failure detection (DP)	79
Reverse-and-re-pickup operation (DP)	79
Side registration adjustment operation (DP)	80
Jam detection (DP)	82
Removal and replacement	83
Introduction	84
Removal and replacement strategy	84
Electrostatic discharge	84
Required tools	85
Types of screws	86
Service approach	87
Before performing service	87
After performing service	87
Post-service test	87
Print-quality test	87
Customer replaceable units (CRUs)	88
Print cartridge	88
Tray 2	89
Tray 2 separation, pickup, and feed rollers	90
Transfer roller	93
Fuser	94
Remove the fuser	94
Formatter cover and formatter cage	95
Installing a new formatter	97
Hard drive	98
Remove the SSM	98
Remove the encrypted HHD	100
Installing a replacement hard drive	102
SSM firmware upgrade	102
HDD firmware upgrade	103
Memory DIMM	104
Remove the memory DIMM	104
Install the memory DIMM	105
Tray 1 pickup and feed rollers	106
Tray 1 separation roller	109
Rear output bin	111
Covers	112
Top-accessory cover	112
Envelope feed accessory covers	113
Duplex accessory or cover	114
Tray 2 extension door	115
Remove the Tray 2 extension door	115
Top cover	116
Remove the top cover	116
Right-side cover	119
Remove the right-side cover	119
Reinstall the right cover	121
Left-side cover	122
Remove the left-side cover	122
Right-front cover	124
Remove the right-front cover	124
Rear-upper cover	127
Remove the rear-upper cover	127
Front cover	129
Remove the front cover	129
Main assemblies	131
Registration assembly	131
Control-panel assembly	133
Remove the control-panel assembly	133
Walk-up USB port and cable	135
Remove the walk-up USB port and cable	135
Inner connecting PCA	138
Remove the inner connecting PCA	138
Reinstall the inner connecting PCA	140
Fan FN102	141
Remove fan FN102	141
Fan FN103	143
Remove fan FN103	143
Pickup-motor assembly (M101)	145
Remove the pickup-motor assembly	145
Drum-motor assembly (M102)	147
Remove the drum motor	147
Lifter-motor assembly (M103)	149
Remove the lifter motor	149
DC controller PCA	152
Remove the DC controller PCA	152
Reinstallation tip	153
Installing a new formatter and a new DC controller	153
Pickup-drive assembly	155
Remove the pickup-drive assembly	155
Reinstall the pickup-drive assembly	160
Fuser-motor assembly (M299)	161
Remove the fuser-motor assembly	161
Drum-drive assembly	163
Remove the drum-drive assembly	163
Reinstall the drum-drive assembly	165
Fan FN101	166
Remove fan FN101	166
Fan FN301	168
Remove fan FN301	168
Environmental sensor (TH3)	170
Remove the environmental sensor (TH3)	170
High voltage power supply	172
Remove the high-voltage power-supply assembly	172
Feed-guide assembly	176
Remove the feed-guide assembly	176
Reinstall the feed-guide assembly	178
Tray 1 paper-pickup assembly	179
Remove the Tray 1 pickup assembly	179
Feed-roller assembly	181
Remove the feed-roller assembly	181
Laser/scanner assembly	182
Remove the laser/scanner assembly	182
Paper-delivery assembly	185
Remove the paper-delivery assembly	185
Reinstall the paper-delivery assembly	188
1,500-sheet paper deck (PD)	189
Separation roller (PD)	189
Rear cover (PD)	191
Right-side cover (PD)	192
1,500-sheet paper deck left-side cover	193
Remove the left-side cover	193
Door (PD)	196
Motor (PD)	198
Remove the Motor (PD)	198
Driver PCA (PD)	200
Remove the Driver PCA (PD)	200
Lift-drive assembly (PD)	202
Remove the Lift-drive assembly (PD)	202
Solve problems	205
Solve problems checklist	206
Menu map	208
Preboot menu options	209
Current settings pages	216
Troubleshooting process	217
Determine the problem source	217
Pre-troubleshooting checklist	217
Troubleshooting flowchart	218
Power subsystem	220
Power-on checks	220
Overview	220
Tools for troubleshooting	223
Component diagnostics	223
LED diagnostics	223
Understand lights on the formatter	223
HP Jetdirect LEDs	224
Heartbeat LED	224
Connectivity LED	224
Connectivity LED, product initialization	225
Connectivity LED, product operating	227
Engine diagnostics	228
Engine test button	228
Formatter test	228
Print/Stop test	229
Drum rotation test	229
Paper-path test (and automatic sensor test)	230
Paper path sensors test (automatic)	230
Manual sensor test	232
Top of page sensor (PS103)	234
Pre-feed sensor (PS102)	235
Fuser delivery sensor (PS700)	236
Duplex sensor (PS1502)	237
Media width sensors 1/2 (PS106/108)	238
Output bin full sensor (PS104)	239
Tray 1 paper present sensor (PS105)	240
Tray 2 paper present sensor (PS101)	241
Tray 2 top of stack sensor (PS107)	242
Tray 2 paper size switches (SW102)	243
Tray/Bin manual sensor test	244
Print/stop test	244
Component tests	245
Diagrams	247
Block diagrams	247
Main assemblies	247
Main parts	248
Motors and fans	249
PCAs	250
500-sheet feeder	250
1,500-sheet feeder	251
Connectors	253
DC controller PCA connectors	253
Product base connectors	255
500-sheet paper tray connectors	256
1,500-sheet paper tray connectors	256
Duplexer connectors	257
Envelope feeder connectors	257
General timing chart	258
Circuit diagrams	259
Internal print-quality test pages	265
Print-quality-troubleshooting pages	265
Clean the paper path	266
Set up an auto cleaning page	266
Print configuration page	267
Configuration page	267
HP embedded Jetdirect page	269
Print quality troubleshooting tools	270
Repetitive image defect ruler	270
Control-panel menus	271
Retrieve Job from USB menu	271
Retrieve Job from Device Memory menu	271
Supplies menu	272
Trays menu	273
Administration menu	274
Reports menu	274
General Settings menu	274
Retrieve From USB Settings menu	277
General Print Settings menu	277
Default Print Options menu	279
Display Settings menu	279
Manage Supplies menu	280
Manage Trays menu	281
Stapler/Stacker Settings menu	282
Multi-Bin Mailbox Settings menu	282
Network Settings menu	283
Troubleshooting menu	287
Device Maintenance menu	288
Backup/Restore menu	288
Calibrate/Cleaning menu	288
USB Firmware Upgrade menu	289
Service menu	289
Interpret control-panel messages, status-alert messages, and event code errors	290
10.00.33	290
10.00.35	290
10.00.60	290
10.00.69	291
10.00.91	291
10.0X.Y0 Supply memory error	291
10.23.35	292
10.23.50	292
10.23.51	292
10.23.52	292
10.23.60	292
10.23.70 Printing Past Very Low	293
10.26.15	293
10.26.50	293
10.26.60	294
10.XX.34 Used Supply In Use	294
10.XX.40 Genuine HP Supplies Installed	294
10.XX.41 Unsupported Supply In Use	295
10.XX.70 Printing past very low	295
10.YY.15 Install <supply>	295
10.YY.35 Incompatible <supply>	296
11.00.YY Internal clock error	296
13.00.00	296
13.00.EE	297
13.A3.FF	297
13.D3.DZ	297
13.E5.FF	297
13.EA.EE	298
13.EE.FF	298
13.FF.EE	298
13.FF.FF	298
13.WX.EE	298
13.WX.FF	299
13.WX.YZ Fuser Area Jam	299
13.WX.YZ Fuser wrap jam	299
13.WX.YZ Jam below control panel	299
13.WX.YZ Jam in Tray 1	299
13.WX.YZ Jam in Tray <X>	300
13.WX.YZ Jam inside envelope feeder	300
13.WX.YZ Jam inside top cover	300
14.00.XX	300
20.00.00 Insufficient memory: <Device> To continue, touch “OK”	301
21.00.00 Page Too Complex	301
32.08.AX	301
32.1C.XX	302
32.21.00	308
33.01.XX	309
33.XX.YY Used board/disk	309
40.00.01 USB I/O buffer overflow To continue, touch “OK”	309
40.00.02 Embedded I/O buffer overflow To continue, touch “OK”	309
40.00.05 Embedded I/O bad transmission To continue, touch “OK”	310
41.02.00 Error	310
41.03.YZ Unexpected size in envelope feeder To use another tray, touch \	310
41.03.YZ Unexpected size in tray <X>	311
41.05.YZ Unexpected type in tray <X>	312
41.XX.YZ Error To continue, touch “OK”	314
42.XX.YY	315
47.00.XX	315
47.01.XX	315
47.02.XX	316
47.03.XX	316
47.04.XX	316
47.05.00	316
47.06.XX	316
47.WX.YZ Printer Calibration Failed To continue, touch “OK”	317
49.XX.YY To continue turn off then on	318
50.WX.YZ Fuser error To continue turn off then on	318
51.00.YY Error	320
52.XX.00 Error To continue turn off then on	320
54.XX.YY Error	321
55.00.YY DC controller error To continue turn off then on	322
55.0X.YY DC controller error To continue turn off then on	322
56.00.YY Error To continue turn off then on	322
57.00.0Y Error To continue turn off then on	323
58.00.0Y Error To continue turn off then on	324
59.00.YY error To continue turn off then on	324
59.A2.0x Error	325
60.00.0Y Tray <Y> lifting error	326
62.00.00 No system To continue turn off then on	326
65.X0.A1 Output accessory disconnected	327
66.80.YY Stapler/Stacker failure	327
69.11.YY Error To continue turn off then on	329
70.00.00 Error To continue turn off then on	329
79.XX.YY Error To continue turn off then on	330
80.0X.YY Embedded JetDirect error	330
81.YY.ZZ EIO-1 Card Failure	332
82.73.46 OR 82.73.47	333
98.00.01 Corrupt data in firmware volume	334
98.00.02 Corrupt data in solutions volume	334
98.00.03 Corrupt data in configuration volume	334
98.00.04 Corrupt data in job data volume	334
99.00.01 Upgrade not performed file is corrupt	335
99.00.02 Upgrade not performed timeout during receive	335
99.00.03 Upgrade not performed error writing to disk	335
99.00.04 Upgrade not performed timeout during receive	335
99.00.05 Upgrade not performed timeout during receive	336
99.00.06 Upgrade not performed error reading upgrade	336
99.00.07 Upgrade not performed error reading upgrade	336
99.00.08 Upgrade not performed error reading upgrade	336
99.00.09 Upgrade canceled by user	337
99.00.10 Upgrade canceled by user	337
99.00.11 Upgrade canceled by user	337
99.00.12 Upgrade not performed the file is invalid	337
99.00.13 Upgrade not performed the file is invalid	338
99.00.14 Upgrade not performed the file is invalid	338
99.00.2X	338
99.09.60 Unsupported disk	339
99.09.61 Unsupported disk	339
99.09.62 Unknown disk	339
99.09.63 Incorrect disk	340
99.09.64 Disk malfunction	340
99.09.65 Disk data error	340
99.09.66 No disk installed	340
99.09.67 Disk is not bootable please download firmware	340
99.XX.YY	341
<binname> full Remove all paper from bin	341
<Supply> low OR Supplies low	341
<Supply> very low OR Supplies very low	342
[File System] device failure To clear press “OK”	342
[File System] file operation failure To clear press “OK”	342
[File System] file system is full To clear press “OK”	342
[File System] is not initialized	343
[File System] is write protected	343
Accept bad signature	343
Bad optional tray connection	343
Canceling	344
Canceling... <jobname>	344
Cartridge Low	344
Cartridge Memory Abnormal	344
Cartridge Out	344
Checking engine	345
Checking paper path	345
Chosen personality not available To continue, touch “OK”	345
Cleaning do not grab paper	345
Cleaning...	346
Clearing event log	346
Clearing paper path	346
Close stapler/stacker multi bin mailbox door	346
Close top cover	346
Cooling device	347
Creating cleaning page...	347
Data received To print last page press “OK”	347
Event log is empty	347
Expected drive missing	348
External device initializing	348
Face Down Tray Full	348
FIM Load Error Send full FIM on <X> port	348
Fuser Kit low	348
Fuser Kit very low To continue, touch “OK”	349
Genuine HP cartridge installed	349
Genuine HP supply installed	349
HP Secure hard drive disabled	349
Incompatible <supply>	350
Incompatible supplies	350
Initializing...	350
Install fuser unit	350
Install supplies	351
Install supply	351
Internal disk device failure To clear press “OK”	351
Internal disk file operation failed	351
Internal disk file system is full	352
Internal disk is write protected	352
Internal disk not found	352
Internal disk not functional	352
Internal disk not initialized	352
Internal disk spinning up	353
Job not stapled due to mixed sizes	353
Load Tray <X>: [Type], [Size]	353
Load Tray <X>: [Type], [Size] To use another tray, press “OK”	354
Loading program <XX>	354
Manually feed output stack Then touch \	354
Manually feed: <Type><Size>	354
Manually feed: <Type><Size> To use another tray, press “OK”	355
Moving solenoid	355
Moving solenoid and motor	355
No job to cancel	355
NON HP SUPPLY INSTALLED	356
Output Bin Full	356
Paused…	356
Performing Paper Path Test…	356
Please Wait...	356
Printing Configuration...	357
Printing Event Log...	357
Printing File Directory...	357
Printing Font List...	357
Printing Fuser Test Page...	357
Printing Help Page...	358
Printing Menu Map...	358
Printing Registration Page…	358
Printing stopped	358
Printing Supplies Status Page...	358
Printing Usage Page...	358
Printing…engine test	359
Processing duplex job Do not grab paper until job completes	359
Processing job from tray <X>... Do not grab paper until job completes	359
Processing...	359
Processing... copy <X> of <Y>	359
RAM disk device failure To clear press “OK”	360
RAM disk file operation failed To clear press “OK”	360
RAM disk file system is full To clear press “OK”	360
RAM disk is write protected To clear press “OK”	360
RAM disk not initialized	360
Ready	361
Ready <IP Address>	361
Receiving Upgrade	361
Remove one print cartridge	361
Remove USB accessory	361
Replace <supply>	362
Replace supplies	362
Resend external accessory firmware	363
Resend Upgrade	363
Restore Factory Settings	363

Match case Limit results 1 per page

General topic

Questions

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 cassette correctly installed in the product?

Print cartridges

●

Is each print cartridge installed correctly?

●

Are original HP print cartridges installed?

●

Are the cartridges damaged?

Fuser

●

Is the fuser correctly installed?

●

Is the fuser damaged?

Covers and trays

●

Are the trays correctly installed?

●

Is the top cover closed?

Condensation

●

Does condensation occur following a temperature change (particularly in

winter following cold storage)? If so, wipe affected parts dry or leave the

product on for 10 to 20 minutes.

●

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.

Miscellaneous

●

Check for and remove any non-HP components (for example, print cartridges

or memory modules) from the product.

●

Check to see whether the hardware or software configuration has changed or

the problem is not associated with any specific software.

●

Remove the product from the network and ensure that the failure is associated

with the product before beginning troubleshooting.

●

For any print-quality issues, clean the paper path.

Troubleshooting flowchart

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

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 more testing is needed. Go to the appropriate section

in this chapter, and follow the instructions there. After completing the instructions, go to the next major

step in this troubleshooting flowchart.

194

Chapter 3

Solve problems

ENWW