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

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Troubleshooting process 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. ● 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 list below describes basic questions to ask the customer to help quickly define the problem. Table 7-1 Pre-troubleshooting checklist Environment Media Input trays ● Is the product installed on a solid, level surface? ● Is the product exposed to particle matter or dust? ● Is the power-supply voltage within ± 10 volts of the specified power source? ● Is the power supply plug inserted in the product and directly to the wall outlet (not a power strip)? ● Is the operating environment within the specified parameters, as listed in the appendix of this manual? ● Is the product exposed to ammonia gas, such as that produced by diazo copiers or office cleaning materials? ● Is the product exposed to direct sunlight? ● Does the customer use only supported media? ● Is the media in good condition (contains no curls, folds, and so forth)? ● 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? ENWW Troubleshooting process 373

Section	Page
Product basics	31
Conventions used in this guide	32
Product comparison	33
Product features	34
Product view	37
Product front view	37
Product back view	38
Interface ports	39
Serial number and model number location	40
Control panel	41
Use the control panel	42
Control-panel layout	42
Home screen	44
Buttons on the touchscreen	45
Control-panel help system	45
Navigate the Administration menu	46
Information menu	47
Default Job Options menu	49
Default Options for Originals	49
Image adjustment	50
Default Copy Options	51
Default Fax Options	52
Default E-mail Options	53
Default Send to Folder Options	54
Default Print Options	55
Time/Scheduling menu	56
Management menu	58
Initial Setup menu	61
Networking and I/O	61
Fax Setup	68
E-mail Setup	71
Send Setup menu	71
Device Behavior menu	72
Print Quality menu	76
Troubleshooting menu	80
Resets menu	83
Service menu	84
Paper and print media	85
Supported paper and print media	86
Supported paper and print media types	88
Tray and bin capacity	90
Custom paper sizes	91
Load paper and print media	92
Paper orientation for loading trays	92
Tray 1	93
Tray 2 or optional Tray 3	95
Load Tray 1	96
Print envelopes	98
Load Tray 2	98
Load the optional 500-sheet paper and heavy media tray (Tray 3)	100
Load standard-sized paper into Tray 3	100
Load custom-size paper into Tray 3	102
Configure trays	105
Configure a tray when loading paper	105
Configure a tray to match print job settings	105
Automatic overhead transparency sensing (auto sense mode)	105
Auto-sense settings	106
Select the paper by source, type, or size	106
Source	106
Type and Size	106
Choose an output bin	107
Manage and maintain	109
Print information pages	110
HP Easy Printer Care	112
Open the HP Easy Printer Care software	112
HP Easy Printer Care software sections	112
Embedded Web server	115
Open the embedded Web server by using a network connection	115
Embedded Web server sections	116
Use HP Web Jetadmin software	119
Product security features	120
Secure the embedded Web server	120
HP Encrypted High Performance Hard Disks	120
Secure Disk Erase	120
Data affected	120
Additional Information	121
Job storage	121
DSS authentication	121
Lock the control-panel menus	121
Lock the formatter cage	122
Manage supplies	123
Print-cartridge storage	123
HP policy on non-HP print cartridges	123
HP fraud hotline and Web site	123
Replace supplies	123
Supplies life	123
Locate supplies	124
Supply replacement guidelines	124
Change print cartridges	124
Change the toner collection unit	128
Install memory	130
Install DDR memory DIMMs	130
Enable memory for Windows	134
Install an HP Jetdirect or EIO print server card or EIO hard disk	135
Clean the product	138
Clean the outside of the product	138
Clean the touchscreen	138
Clean the scanner glass	138
Clean the document feeder	138
Clean the document-feeder backing	139
Clean the document-feeder rollers	140
Clean the fuser	141
Product updates	142
Determine the current firmware version	142
Download new firmware from the HP Web site	142
Transfer the new firmware to the product	142
Use the flash executable file to update the firmware	142
Use FTP to upload the firmware through a browser	143
Use FTP to upgrade the firmware on a network connection	143
Use HP Web Jetadmin to upgrade the firmware	144
Use Microsoft Windows commands to upgrade the firmware	144
Theory of operation	145
Basic operation	146
Sequence of operation	146
Engine-control system	148
DC controller	149
Solenoids	149
Clutches	150
Switches	150
Sensors	151
Motors and fans	152
High-voltage power supply	153
Low-voltage power supply	155
Overcurrent/overvoltage protection	156
Safety	156
Voltage detection	156
Sleep (powersave) mode	156
Low-voltage power supply failure	156
Fuser (fixing) control	157
Fuser (fixing) temperature-control circuit	158
Fuser (fixing) over-temperature protection	159
Fuser (fixing)-failure detection	159
Laser/scanner system	161
Image-formation system	163
Image-formation process	164
Step 1: Pre-exposure	165
Step 2: Primary charging	165
Step 3: Laser-beam exposure	166
Step 4: Development	166
Step 5: Primary transfer	166
Step 6: Secondary transfer	167
Step 7: Separation	168
Step 8: Fusing	168
Step 9: ITB cleaning	169
Step 10: Drum cleaning	169
Print cartridge	169
Developing-roller engagement and disengagement	171
Intermediate transfer belt (ITB) unit	172
Primary-transfer-roller engagement and disengagement	173
ITB cleaning	174
Calibration	175
Color-misregistration control	176
Image-stabilization control	177
Pickup, feed, and delivery system	178
Pickup-and-feed unit	181
Cassette pickup	182
Cassette-presence detection	183
Cassette lift operation	183
Cassette paper-presence detection	185
Multifeed prevention	185
Multipurpose tray pickup	186
Paper feed	187
Skew-feed prevention	188
OHT detection	188
Fusing and delivery unit	189
Loop control	189
Pressure-roller pressurization control	191
Duplexing unit	192
Duplexing reverse and feed control	193
Duplex pickup operation	193
Jam detection	194
Optional paper feeder	196
Paper-feeder pickup and feed operation	198
Paper-size detection and cassette-presence detection	199
Paper-feeder cassette lift operation	200
Paper-feeder presence detection	201
Paper-feeder multiple feed prevention	202
Paper feeder jam detection	203
Scanning/image capture system system	204
Optical assembly	204
Automatic document feed system	204
Control panel	204
Sensors in the ADF	204
ADF paper path	205
Stapler	206
Removal and replacement	207
Introduction	208
Removal and replacement strategy	208
Electrostatic discharge	208
Required tools	209
Before performing service	210
After performing service	211
Post-service test	212
Print-quality test	212
Copy-quality test	212
DC controller PCA	213
Parts removal order	214
Customer self repair (CSR) components	216
Print cartridges	216
Stapler cartridge	218
Duplex-reverse guide	219
Toner-collection unit	220
Formatter PCA	222
Memory DIMM	223
Remove the memory DIMM	223
Enable memory for Windows	224
Hard drive and Serial Advanced Technology Attachment (SATA) cable	225
Remove the hard drive and SATA cable	225
Fax PCA and cable	227
Remove the fax PCA and cable	227
Tray cassette	229
Fuser	230
Pickup roller (Tray 2)	231
Pickup and feed rollers (Tray 3)	233
Separation roller (Tray 2)	234
Secondary transfer roller	235
Reinstall the transfer roller	236
Secondary transfer assembly	237
Reinstall the secondary transfer assembly	238
Intermediate transfer belt (ITB)	239
Front-door assembly	241
Automatic document feeder (ADF)	242
Calibrate a replacement ADF assembly	244
ADF roller assembly and separation pad	245
Reinstall the ADF roller assembly	247
Control-panel overlay	248
Control-panel assembly	249
Remove the control-panel assembly	249
Right door (optional paper feeder)	251
External panels, covers, doors, and scanner assembly	253
Identification and location	253
Front-upper cover	255
Right-door assembly	257
Right-rear cover	261
Left cover	263
Rear-upper cover	266
Rear cover	268
Remove the rear cover	268
Right-front cover	269
Remove the right-front cover	269
Reinstall the power button	271
Scanner assembly	272
Remove the scanner assembly	272
Delivery cover	275
Remove the delivery cover	275
Left-upper cover	277
Remove the left-upper cover	277
Front stapler cover and right-side stapler cover	279
Remove the front stapler cover and right-side stapler cover	279
Reinstall the right-side stapler cover	286
Right-top cover	288
Remove the right-top cover	288
Front-top cover	291
Remove the front-top cover	291
Rear-top cover	292
Remove the rear-top cover	292
Internal assemblies	294
Stapler assembly	294
Remove the stapler assembly	294
Reinstall the stapler assembly	295
Stapler power supply	296
Remove the stapler power supply	296
Interconnect board (ICB)	297
Remove the ICB	297
Reinstall the ICB	299
DC controller PCA and tray	300
Remove the DC controller PCA and tray	300
Low-voltage power supply (LVPS)	303
Remove the LVPS	303
Scanner-control board (SCB)	309
Remove the SCB	309
Reinstall the SCB	313
Pickup roller (Tray 1)	314
Delivery fan, cartridge fan, and environmental sensor	315
Remove the delivery fan, cartridge fan, and environmental sensor	315
Toner-collection sensor	320
Remove the toner-collection sensor	320
Residual-toner-feed motor	322
Remove the residual-toner-feed motor	322
Reinstall the residual-toner collection door	326
Registration density (RD) sensor assembly	327
Remove the RD sensor assembly	327
Power-supply fan and fan duct	330
Remove the power-supply fan and fan duct	330
Registration assembly	333
Remove the registration assembly	333
High-voltage power supply lower	338
Remove the high-voltage power supply lower	338
Reinstall the high-voltage power supply lower	340
Developing-disengagement motor	341
Remove the developing-disengagement motor	341
Pickup motor	343
Remove the pickup motor	343
Lifter-drive assembly	344
Remove the lifter-drive assembly	344
Cassette-pickup drive assembly	346
Remove the cassette-pickup drive assembly	346
Reinstall the cassette-pickup drive assembly	351
Cassette-pickup assembly	353
Remove the cassette-pickup assembly	353
Laser/scanner assembly (Y/M)	355
Remove the laser/scanner assembly (Y/M)	355
Laser/scanner assembly (C/Bk)	362
Remove the laser/scanner assembly (C/Bk)	362
Reinstall the protective glass cleaner (PGC) actuators	366
High-voltage power supply upper	369
Remove the high-voltage power supply upper	369
Reinstall the high-voltage power supply upper	372
Drum motor 1	373
Remove the drum motor 1	373
Drum motor 2 or drum motor 3	374
Remove the drum motor 2 or drum motor 3	374
Fuser motor	375
Remove the fuser motor	375
Main-drive assembly	376
Remove the main-drive assembly	376
Reinstall the main-drive assembly	380
Fuser-drive assembly	386
Remove the fuser-drive assembly	387
Reinstall the fuser-drive assembly	390
Delivery assembly	391
Remove the delivery assembly	392
Reinstall the delivery assembly	395
Duplex-drive assembly	396
Remove the duplex-drive assembly	397
Optional paper feeder assembly (Tray 3)	398
Drawer connector	398
Solve problems	399
Solve problems checklist	400
Menu map	402
Troubleshooting process	403
Determine the problem source	403
Pre-troubleshooting checklist	403
Troubleshooting flowchart	405
Power subsystem	406
Power-on checks	406
Power-on troubleshooting overview	406
Tools for troubleshooting	408
Individual component diagnostics	408
LED diagnostics	408
Understand lights on the formatter	408
Formatter connectivity LED	408
Heartbeat LED	410
HP Jetdirect LEDs	411
Engine diagnostics	411
Troubleshooting menu	411
Defeating interlocks	414
Disable cartridge check	415
Engine-test button	416
Paper-path test	416
Manual sensor test (special-mode test)	417
A TOP (top of page) sensor	419
B and C loop sensors	420
D fuser (fixing) delivery sensor	421
E duplex re-pickup sensor	422
F output bin full sensor	423
G developing home-position sensor	424
H fuser (fixing) pressure-release sensor	425
I primary transfer-roller disengagement sensor	426
K right and front door interlock switches	428
L Tray 1 media present sensor	430
M Tray 2 paper out sensor	431
N Tray 2 closed sensor	432
O Tray 2 stack-surface sensor	433
P optional Tray 3-empty sensor	434
Q optional Tray 3 media-feed sensor (Q)	435
R optional Tray 3 stack-surface sensor (R)	436
S, T, and U optional Tray 3 media-size sensors	437
Paper-path sensors test	438
Print/Stop test	439
Component tests	439
Component test (special mode test)	439
Diagrams	441
Formatter PCA	441
Location of connectors	442
DC controller PCA	442
Paper feeder driver PCA	443
PCAs, motors, fans, switches, solenoids, and clutches	444
Base product	444
1 x 500 paper feeder	450
Sensors	451
General timing chart	453
Circuit diagrams	454
Print-quality troubleshooting tools	458
Repetitive defects ruler	458
Calibrate the product	460
Internal print-quality test pages	461
Print-quality-troubleshooting pages	461
Diagnostics page	464
Cleaning page	465
Configuration pages	466
Configuration page	466
HP embedded Jetdirect page	468
Embedded protocol page	469
Finding important information on the configuration pages	470
Color-band test	470
Control-panel messages	471
Event log messages	498
Print an event log	498
Show an event log	498
Clear the event log	498
Event log message table	498
Clear paper jams	502
Common causes of jams	502
Jam locations	503
Clear jams	503
Clear jams in the right door	505
Clear jams in the output bin area	509
Clear jams in Tray 1	510
Clear jams in Tray 2	512
Clear jams in the optional 500-sheet paper and heavy media tray (Tray 3)	513
Clear jams in the lower right door (Tray 3)	514
Clear jams in the document feeder	515
Jam recovery	516
Solve paper-handling problems	517
Product feeds multiple sheets	517
Product feeds incorrect page size	517
Product pulls from incorrect tray	517
Paper does not feed automatically	518
Paper does not feed from Tray 2 or 3	518
Transparencies or glossy paper will not feed	519
Envelopes jam or will not feed in the product	519
Output is curled or wrinkled	520
Product will not duplex or duplexes incorrectly	520
Use manual print modes	522
Solve image-quality problems	524
Image defects table	524
Solve performance problems	530
Solve connectivity problems	531
Solve direct-connect problems	531
Solve network problems	531
Service mode functions	533
Service menu	533
Product resets	535
Restore factory settings	535
Hard disk initialization (optional)	535
NVRAM initialization	536
Restore factory settings (cold reset)	536
Solve fax problems	537
Solve e-mail problems	537
Validate the SMTP gateway address	537
Validate the LDAP gateway address	537
Parts and diagrams	539
Order parts, accessories, and supplies	540
Part numbers	541
Customer self-repair (CSR) components	541
Accessories and products	542
Print cartridges and toner collection unit	543
Memory	543
Cables and interfaces	544
Service kits	545
Service manuals and user documentation	548
Screws	549
How to use the parts lists and diagrams	549
ADF and scanner assemblies	550
External covers, panels, and doors	552
Right door assembly	554
Internal components	556
Internal components (1 of 5)	556
Internal components (2 of 5)	558
Internal components (3 of 5)	560
Internal components (4 of 5)	562
Internal components (5 of 5)	564
Fuser	566
250-sheet cassette	568
250-sheet cassette paper pickup assembly	570
Registration assembly	572
Paper-delivery assembly	574
PCAs	576
Formatter components	578
Accessories	580
500-sheet paper feeder	580
Paper feeder main body	582
Alphabetical parts list	584
Numerical parts list	591
Service and support	599
Hewlett-Packard limited warranty statement	600
Print cartridge limited warranty statement	601
HP Color LaserJet Fuser Kit Limited Warranty Statement	602
End User License Agreement	603
Customer self-repair warranty service	605
Customer support	606
Product specifications	607
Physical specifications	608
Electrical specifications	608
Acoustic specifications	608
Environmental specifications	609
Regulatory information	611
FCC regulations	612
Declaration of Conformity	613
Safety statements	614
Laser safety	614
Canadian DOC regulations	614
VCCI statement (Japan)	614
Power cord statement (Japan)	614
EMC statement (Korea)	614
Laser statement for Finland	614
Substances Table (China)	615

Match case Limit results 1 per page

Troubleshooting process

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.

●

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 list below describes basic questions to ask the customer to help quickly define the problem.

Table 7-1

Pre-troubleshooting checklist

Environment

●

Is the product installed on a solid, level surface?

●

Is the product exposed to particle matter or dust?

●

Is the power-supply voltage within ± 10 volts of the

specified power source?

●

Is the power supply plug inserted in the product and

directly to the wall outlet (not a power strip)?

●

Is the operating environment within the specified

parameters, as listed in the appendix of this manual?

●

Is the product exposed to ammonia gas, such as that

produced by diazo copiers or office cleaning materials?

●

Is the product exposed to direct sunlight?

Media

●

Does the customer use only supported media?

●

Is the media in good condition (contains no curls, folds,

and so forth)?

●

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?

ENWW

Troubleshooting process

373