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HP CM6030 Service Manual - Page 469

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 and a troubleshooting flowchart to help you diagnose the root cause. The remainder of the 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 appropriate section of this chapter that provides steps for correcting the malfunction. Before beginning any troubleshooting procedure, check the following conditions: ● Are supply items within their rated life? Print a supplies status page. ● Does the configuration page reveal any configuration errors? Print a configuration page. See Configuration pages on page 431. 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(s). Table 7-1 Pre-troubleshooting checklist Environment Media ● Is the product installed on a solid, level surface? ● Is the product exposed to particle matter or dust? ● Is the product connected to a dedicated 15 amp (min) circuit? ● 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 Chapter 1 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? ENWW Troubleshooting process 423

Section	Page
Product basics	47
Product comparison	48
Product features	50
Product walkaround	53
Front view	53
HP Color LaserJet CM6040 MFP Series	53
Back view	54
Interface ports	55
Serial number and model number location	55
Supported operating systems	57
Control panel	59
Use the control panel	60
Control-panel layout	60
Home screen	61
Buttons on the touchscreen	62
Control-panel help system	62
Navigate the Administration menu	63
Information menu	64
Default Job Options menu	66
Default Options for Originals	66
Image adjustment	67
Default Copy Options	68
Default Fax Options	69
Default E-mail Options	70
Default Send to Folder Options	71
Default Print Options	72
Time/Scheduling menu	73
Management menu	75
Initial Setup menu	77
Networking and I/O	77
Fax Setup	84
E-mail Setup	87
Send Setup menu	87
Device Behavior menu	88
Print Quality menu	95
Troubleshooting menu	99
Resets menu	105
Service menu	106
Paper and print media	107
Understand paper and print media use	108
Supported paper and print media sizes	109
Supported paper types	112
Special paper or print media guidelines	114
Load paper and print media	115
Load Tray 1	115
Print envelopes	116
Load trays 2, 3, 4, or 5	116
Load standard-sized media into trays 2, 3, 4, or 5	116
Load undetectable standard-sized media into Tray 2, 3, 4, and 5	118
Load custom-size media into tray 2, 3, 4, or 5	119
Load large size paper into Tray 3, 4, or 5	120
Load letterhead, pre-printed, or pre-punched paper	120
Change the Image Rotation setting	121
Choose the correct orientation for loading letterhead, pre-printed, or pre-punched paper	121
Configure trays	126
Configure a tray when loading paper	126
Configure a tray to match print job settings	126
Automatic media type sensing (auto sense mode)	126
Auto sense settings	127
Select the paper by source, type, or size	127
Source	127
Type and Size	128
Choose an output location	129
Standard output bins	129
Optional output accessories	129
3-bin stapler/stacker features	130
Booklet maker finisher features	130
Accessory walkaround	130
Use the booklet-making feature	131
Create a booklet from the print driver	132
Create a booklet from a copy	132
Configure the accessory operation mode	133
Select the operating mode at the control panel	133
Select the operating mode in the printer driver	133
Select the operating mode in the printer driver (Mac OS X)	133
Manage and maintain the product	135
Information pages	136
HP Easy Printer Care	138
Open the HP Easy Printer Care software	138
HP Easy Printer Care software sections	138
Embedded Web server	141
Open the embedded Web server by using a network connection	141
Embedded Web server sections	142
Use HP Web Jetadmin software	145
Security features	146
Secure the embedded Web server	146
Foreign Interface Harness (FIH)	146
Requirements	146
Use the FIH	146
Enable the FIH portal	146
Disable the FIH portal	147
Secure Disk Erase	147
Data affected	147
Gain access to Secure Disk Erase	148
Additional Information	148
DSS authentication	148
Lock the control-panel menus	148
Manage supplies	149
Print-cartridge storage	149
HP policy on non-HP print cartridges	149
HP fraud hotline and Web site	149
Replace supplies	150
Locate supplies	150
Supply replacement guidelines	150
Approximate replacement intervals for supplies	151
Change print cartridges	151
Change image drums	154
Install memory	157
Install DDR memory DIMMs	157
Enable memory	160
Enable memory for Windows 2000 and XP	160
Install an HP Jetdirect or EIO print server card or EIO hard disk	161
Replace the staple cartridge	163
Replace saddle stitch staple cartridges in the booklet maker	165
Clean the product	168
Clean the outside of the product	168
Clean the product interior	168
Clean the 3X500 sheet input tray	170
Clean the IPTU	171
Clean the touchscreen	171
Clean the scanner glass	171
Cleaning the ADF delivery system	172
Clean the ADF delivery system	172
Clean the ADF rollers	173
ADF maintenance kit	175
Calibrate the scanner	176
Upgrade the firmware	177
Determine the current firmware version	177
Download new firmware from the HP Web site	177
Transfer the new firmware to the product	177
Use FTP to upload the firmware through a browser	177
Use FTP to upgrade the firmware on a network connection	178
Use HP Web Jetadmin to upgrade the firmware	179
Use MS-DOS commands to upgrade the firmware	179
Use the HP Jetdirect firmware	180
Set the real-time clock	181
Set the date format	181
Set the date	181
Set the time format	181
Set the time	181
Theory of operation	183
Basic operation	184
Sequence of operation	184
Formatter system	186
Sleep mode	186
Resolution Enhancement technology (REt)	186
Input/output	187
CPU	187
Memory	187
Hard disk	187
Random-access memory	187
DIMM slot	187
Nonvolatile memory	187
PJL overview	187
PML	188
Control panel	188
Engine-control system	189
DC controller	190
Solenoids	190
Switches	191
Sensors	192
Motors and fans	193
Fuser control	195
Fuser temperature-control circuit	197
Fuser over-temperature protection	198
Fuser-failure detection	199
Fuser identification	199
Fuser-life detection	200
Relay-failure detection	200
Low-voltage power supply	200
Overcurrent/overvoltage protection	201
Safety	201
Voltage detection	201
Sleep (powersave) mode	201
High-voltage power supply	201
Laser/scanner system	204
Image-formation system	206
Image-formation process	207
Step 1: Pre-exposure	208
Step 2: Primary charging	208
Step 3: Laser-beam exposure	209
Step 4: Development	209
Step 5: Primary transfer	210
Step 6: Secondary transfer	210
Step 7: Separation	211
Step 8: Fusing	211
Step 9: ITB cleaning	212
Step 10: Drum cleaning	212
Print cartridge	213
Imaging drum	214
Developing roller engagement and disengagement	216
Intermediate transfer belt (ITB) unit	217
Primary-transfer-roller engagement and disengagement	217
ITB unit detection	219
Secondary-transfer-roller unit	221
Calibration	221
Color-misregistration contol	222
Image stabilization control	223
Pickup, feed, and delivery system	224
Pickup-and-feed unit	227
Cassette pickup	229
Cassette paper-size and cassette-presence detection	229
Cassette lift operation	231
Cassette paper-level and paper-presence detection	232
Multifeed prevention	233
Multipurpose tray pickup	234
Multipurpose tray last-paper detection	235
Paper feed	236
Skew-feed prevention	238
Paper-type detection	239
Feed-speed control	239
Fusing and delivery unit	241
Loop control	241
Pressure-roller pressurization control	242
Duplexing unit	243
Duplexing reverse and feed control	244
Jam detection	245
Optional input trays	247
Paper-feeder pickup and feed operation	250
Scanner component	252
Product boards	254
Scanner system block diagram	254
Scanner image-data path	255
Scanner power topology	256
Scanner power states	257
Sensor topology	258
Boards I/Os	261
Scanner operation flow	263
ADF	267
Input tray	267
ADF simplex-printing operation sequence	267
ADF duplex-printing operation sequence	268
Multifeed operation	269
End of a scan job operation	270
Paper pick and separation operation	270
Deskew	271
Removal and replacement	273
Removal and replacement strategy	274
Introduction	274
Required tools	275
Types of screws	275
Service approach	276
Before performing service	276
After performing service	276
Parts removal order	277
User-replaceable parts	278
Fuser	279
Transfer roller	282
Intermediate transfer belt (ITB)	284
Tray 1 pickup and separation rollers	287
Tray 2, 3, 4, and 5 pickup rollers	289
Formatter	291
Tray 2	294
Trays 3, 4, and 5	294
Service-replaceable parts	295
Secondary transfer unit	295
Multipurpose drive unit	300
Multipurpose-tray guide (Tray 1) unit	304
Cassette (Tray 2) pickup unit	305
Rear-left cover	306
Rear-right cover	307
Rear cover	308
Low-voltage power-supply unit	309
High-voltage power supply PCA (A)	310
Lifter-drive unit	312
Fuser motor	315
Intermediate-transfer belt (ITB) motor	316
Face-down output bin	317
Left cover	318
Laser/scanner fan duct	319
Print-cartridge driver PCA	321
High-voltage power supply PCA (B)	323
Formatter case	325
DC controller PCA	327
Environmental sensor	329
Image-drum motor	330
Fuser fan	332
Print-cartridge feed motor (black)	333
Print-cartridge feed motor (yellow, magenta, and cyan)	334
Cartridge fan unit	335
Laser/scanner fan unit	336
Fuser power-supply unit	337
Primary transfer-roller disengagement motor	338
Print-cartridge drive unit (yellow and magenta)	339
Print-cartridge drive unit (cyan and black)	344
Print-cartridge interface PCA (cyan and black)	345
Print-cartridge interface PCA (yellow and magenta)	346
Main drive unit	347
Cartridge fan duct	349
Duplex switchback tray	350
Front lower cover	351
Inner cover	352
Rear scanner cover	354
Right upper cover	355
Front door	356
Front door assembly	357
Color-misregistration and image-density sensor unit	358
Pressure-release sensor unit	359
Scanner cover	361
Laser/scanner assembly (yellow and magenta)	362
Laser/scanner assembly (cyan and black)	365
VOC fan	368
Duplexing reverse unit	369
Face-down delivery unit	370
Face-down cover	372
Right-door assembly	373
Duplexing feed unit	375
Multipurpose-tray (Tray 1) pickup unit	377
Thermopile unit	380
Front-lower cover	381
ITB duct	382
Optional input trays	383
1x500-sheet input tray	383
Right door	383
Lower-rear cover	385
Front-right cover	386
Right cover	387
Front-upper cover	388
Lower-left cover	389
Front-lower door	390
Box	391
Pickup unit	392
Input tray is attached	392
Paper feeder is not attached	393
Auto-close unit	395
Pickup motor	396
Paper-feeder driver PCA	397
3x500-sheet input tray	398
Right door	398
Lower-rear cover	398
Front-right cover	398
Right cover	398
Front-upper cover	398
Left cover	398
Pickup unit (middle cassette)	399
Pickup unit (lower cassette)	400
Pickup unit (upper cassette)	400
Paper feeder is attached	400
Paper feeder is not attached	401
Auto-close unit	403
Pickup motor	403
Paper-feeder driver PCA	403
Scanner	404
Optical scanner	404
Upper-left scanner cover	408
Upper-right scanner cover	409
Control panel	410
Front scanner cover	412
Lower-left scanner cover	414
Lower-right scanner cover	416
Top scanner cover	417
Glass assembly	418
Carriage unit	419
Configure the SCB when replacing the carriage unit, inverter, SCB, or optical scanner	424
Pulley assembly and motor unit	426
Rail	429
Inverter	430
Inverter unit	430
Lid sensor	432
SCB, CPB, and SCUID	434
Power-supply unit	437
Scanner fan	439
SCB fan	440
Control panel fan	441
Fan filter	442
ADF	443
ADF assembly	443
ADF input tray sensors	445
Separation floor assembly	447
Diverter	449
Jam cover	450
Hinge assemblies	452
Float assembly	453
White backing	456
Front end cover (cap)	458
Rear end cover (cap)	460
ADF PCA and wire harness	463
Input tray	465
Solve problems	467
Introduction	468
Troubleshooting process	469
Determine the problem source	469
Pre-troubleshooting checklist	469
Troubleshooting checklist	470
Troubleshooting flowchart	472
Power subsystem	473
Power-on checks	473
Power-on troubleshooting overview	473
Tools for troubleshooting	475
Internal print-quality test pages	475
Print-quality-troubleshooting pages	475
Diagnostics page	475
Cleaning page	476
Configuration pages	477
Configuration page	477
HP embedded Jetdirect page	479
Embedded protocol page	480
Finding important information on the configuration pages	481
Solve performance problems	482
Solve connectivity problems	483
Solve direct-connect problems	483
Solve network connectivity problems	483
Solve network printing problems	483
Verify communication over the network	484
Control-panel message types	485
Control-panel messages	486
Event log messages	556
Print an event log	556
Show an event log	556
Clear the event log	556
Event log message	557
Paper-handling problems	564
Jams	564
Common causes of jams	564
Jam locations	565
Clear jams	566
Jam sensors	566
AREA 1: Jams in the output bin	567
AREA 2 and 3: Jams in the fuser and transfer area	569
AREA 4: Jams in the duplex area	576
AREA 5: Jams in Tray 2 and the internal paper path	580
AREA 6:Jams in Tray 1	584
AREA 7: Jams in optional Trays 3, 4, and 5	588
AREA 8: Jams in the optional finishing devices	592
Clear jams in the output-accessory bridge	592
Clear jams in the sorter area	594
Clear jams in the booklet maker	596
AREA 9: Jams in the ADF	598
Clear staple jams	599
Clear staple jams in the main stapler	599
Clear staple jams in the booklet maker	600
Jam recovery	603
Product feeds multiple sheets	603
Product pulls from incorrect tray	604
Product feeds incorrect page size	604
Paper does not feed automatically	605
Paper does not feed from Tray 2, 3, 4, or 5	605
Transparencies or glossy paper will not feed	606
Envelopes jam or will not feed in the product	606
Output is curled or wrinkled	607
Product will not duplex or duplexes incorrectly	607
Solve image quality problems	609
Example print quality problems	609
Repetitive defects ruler	609
Overhead transparency defects	611
Print quality problems associated with the environment	611
Print quality problems associated with jams	611
Optimize and improve image quality	611
Use supported paper	612
Calibrate the product	612
Specify the correct paper type	612
Clean the fuser	613
Respond to control-panel error messages	614
Clean the registration second transfer assembly	614
Use manual print modes	616
Print-quality-troubleshooting pages	617
Image-quality issues	620
Interface troubleshooting	625
Communication checks	625
EIO troubleshooting	625
Engine diagnostics	626
LED diagnostics	626
Understand lights on the formatter	626
HP Jetdirect LEDs	626
Heartbeat LED	627
Understand lights on the SCB	627
Understand lights on the copy-process board (CPB)	629
Engine-test button	629
Troubleshooting menu	630
Diagnostics mode	631
Diagnostics that put the engine into the special diagnostics mode	631
Diagnostic tests	632
Disable cartridge check	633
Paper-path sensors test	633
Paper-path test	635
Manual sensor test (special-mode test)	636
Component tests	638
Component test (special-mode test)	638
Transfer-motors test	638
Belt-only test	638
Image-drum motors test	638
CMYK-laser test	639
Fuser-motor test	639
Fuser pressure-release motor test	639
Color-alienation motor test	639
ITB-contact/alienation test	639
Paper-transport motor test	640
Tray-1 pickup-solenoid test	640
Tray-2 pickup-motor test	640
Duplexer reverse-motor test	640
Duplexer refeed-motor test	640
Print/stop test	642
Color-band test	643
Scanner tests	643
Service-mode functions	644
Service menu	644
Product resets	646
NVRAM initialization	646
Solve scanner problems	647
Solve fax problems	648

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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
1,063
1,064
1,065
1,066
1,067
1,068
1,069
1,070
1,071
1,072
1,073
1,074
1,075
1,076
1,077
1,078
1,079
1,080
1,081
1,082
1,083
1,084
1,085
1,086
1,087
1,088
1,089
1,090
1,091
1,092
1,093
1,094
1,095
1,096
1,097
1,098
1,099
1,100
1,101
1,102
1,103
1,104
1,105
1,106
1,107
1,108
1,109
1,110
1,111
1,112
1,113
1,114
1,115
1,116
1,117
1,118
1,119
1,120
1,121
1,122
1,123
1,124
1,125
1,126
1,127
1,128
1,129
1,130
1,131
1,132
1,133
1,134
1,135
1,136
1,137
1,138
1,139
1,140
1,141
1,142
1,143
1,144
1,145
1,146
1,147
1,148
1,149
1,150
1,151
1,152
1,153
1,154
1,155
1,156
1,157
1,158
1,159
1,160
1,161
1,162
1,163
1,164
1,165
1,166
1,167
1,168
1,169
1,170
1,171
1,172
1,173
1,174
1,175
1,176
1,177
1,178
1,179
1,180
1,181
1,182
1,183
1,184
1,185
1,186
1,187
1,188
1,189
1,190
1,191
1,192
1,193
1,194
1,195
1,196
1,197
1,198
1,199
1,200
1,201
1,202
1,203
1,204
1,205
1,206
1,207
1,208
1,209
1,210
1,211
1,212
1,213
1,214

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 and a troubleshooting flowchart to help you diagnose the root cause. The

remainder of the 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 appropriate section of this chapter that provides steps for correcting

the malfunction.

Before beginning any troubleshooting procedure, check the following conditions:

●

Are supply items within their rated life? Print a supplies status page.

●

Does the configuration page reveal any configuration errors? Print a configuration page. See

Configuration pages

on page

431

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(s).

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 product connected to a dedicated 15 amp (min)

circuit?

●

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 Chapter 1 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?

ENWW

Troubleshooting process

423