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HP Color LaserJet 9500 Service Manual - Page 305

Troubleshooting

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7 Troubleshooting ENWW Chapter contents Introduction 306 Troubleshooting process 306 Pre-troubleshooting checklist 306 Power checks 308 Control panel checks 308 Troubleshooting tools and procedures 309 Hardware and electrical troubleshooting tools 309 Engine diagnostic tools 309 Defeating interlocks 309 Engine diagnostics preconditions 310 Disable cartridge test 310 Print stop test 320 Engine test button 321 Sensor test (interactive 311 Engine test button 321 Component test: Belt only test 313 Component test: Image drum motors test 314 Component test: Print cartridge motors test 314 Component test: Developer motors test 315 Component test: YMCK laser test 316 Component test: Fuser motor test 316 Component test: Tray 1 feed motor test 316 Component test: Tray 2 feed drive test 317 Component test: Tray 3 feed drive test 318 Component test: Pre-registration test 318 Component test: Registration test 318 Component test: Face-up solenoid test 319 Engine test button 321 Engine test print page 334 Formatter heartbeat LED 322 Information pages 323 Configuration page 323 Supplies status pages 325 Usage page 327 File directory page 328 Electrical connection and contact failures 329 Image formation and print-quality troubleshooting tools 330 Print-quality problems associated with the environment 330 Reseating consumables 330 Cleaning the post charger 330 Cleaning the post charger 330 Cleaning the fuser input 330 Print-quality troubleshooting pages 330 Chapter 7 Troubleshooting 303

Section	Page
List of tables	11
List of figures	15
Product information	21
Product features	22
HP color LaserJet 9500n printer (C8546A)	22
HP color LaserJet 9500hdn printer (C8547A)	22
Product specifications	24
Identification	24
Specifications	24
Environmental specifications	25
Product overview	27
External assembly locations	27
Accessories	28
Space requirements	29
Printer with packaging	29
Printer physical dimensions	30
Setup	32
Media specifications	33
Guidelines for selecting media	33
Supported media and capacity for input and output	34
Recommended media	35
Ordering recommended media	35
Special media specifications	37
Envelope specifications	37
Envelopes with adhesive strips or multiple flaps	38
Label specifications	38
Card stock construction	39
Transparency specifications	39
Preprinted forms and special letterhead	39
Embossed media	40
Glossy media	40
Media with cutouts or perforations	40
Chemically treated media	40
Synthetic media	40
Other special media	41
Storing print media	41
Envelope storage	41
Testing media specifications	41
Basis weight field test	42
Metric sizes	42
Paper weight equivalence table	42
Caliper field test	44
Paper finish field test	44
Moisture content field test	44
Grain field test	44
Curl field test	45
Cut edge condition field test	45
Furnish (fiber composition) field test	45
Fusing compatibility field test	45
Media assessment tools and suppliers	46
Service approach	47
Service approach	48
Parts and supplies	49
Ordering parts	49
Ordering supplies	49
Exchange program	49
Supplies	49
World Wide Web	49
HP service parts information compact disc	50
Customer care reseller sales and service support center	50
HP authorized resellers and support	50
HP service agreements	50
Other areas	50
Ordering related documentation and software	51
Warranty	52
Limited warranty for print cartridge and image drum life	52
Transfer unit and fuser warranty	52
HP maintenance agreements	52
Onsite service agreements	53
Priority onsite service	53
Next-day onsite service	53
Weekly (volume) onsite service	53
Product configuration	55
Control panel layout	56
Control panel menus	58
Menu map	58
Using a menu map	58
Select an item from the menu map	58
Retrieve job menu	59
Information menu	60
Paper handling menu	61
Selecting media for a document	62
Configure device menu	63
Printing submenu	63
PCL submenu	65
Print Quality submenu	66
System Setup submenu	71
Output Setup submenu	73
I/O submenu	73
Parallel Input submenu	73
EIO submenu	74
Resets submenu	76
Diagnostics menu	77
Service menu	81
Service ID	81
Restoring the Service ID	82
Converting the Service ID to an actual date	82
Settings and defaults	83
Configure the control panel display language	83
To configure the control panel language (using menus)	83
To configure the control panel language (power-on sequence)	84
Configure the input trays	84
Configuring trays for standard size media	84
Configuring trays for custom size media	85
Printable area	87
Boot key sequences	88
Hard disk reinitialization	88
Reinitialize a hard disk using the control panel	88
Reinitialize a hard disk using PJL commands	88
NVRAM initialization	89
To initialize NVRAM	89
Cold reset	91
To skip disk	91
To skip calibration	91
Product maintenance	93
Preventative maintenance	94
Image transfer kit	94
Storing the image transfer kit	94
Image cleaning kit	94
Image fuser kit	94
Cleaning the printer and accessories	95
General cleaning	95
Cleaning spilled toner	95
Vacuum specifications	95
First aid measures	95
Cleaning procedures	96
Cleaning the post charger	96
Cleaning the separation guide, feed guide, and front fuser guide	96
Cleaning the fuser input	96
Cleaning the registration roller unit	97
Cleaning the other rollers	97
Cleaning the tray 1 separation pad	97
Print cartridges	98
Non-HP print cartridges and image drums	98
Authenticating print cartridges	98
Storing print cartridges	99
Image drums	100
Storing image drums	100
Handling instructions	100
Firmware upgrades	101
Downloading the new firmware from the HP Web site	101
Downloading the new firmware to the printer	101
Remote firmware update through a local Windows port	101
Windows 95, Windows 98, or Windows Me	101
Windows NT 4.0, Windows 2000, Windows XP, or Windows Server 2003	102
Remote firmware update through a Windows network	102
Remote firmware update for UNIX systems	102
Remote firmware update using FTP on a direct network connection	103
Windows operating systems	103
Mac operating systems	104
Remote firmware update using FTP through a browser	104
Remote firmware update using Fetch (Mac OS 8.6 and OS 9. x only)	104
Remote firmware update using the HP LaserJet utility (Mac OS 8.6 and OS 9. x only)	105
Remote firmware update using the LPR command	106
Using HP Web JetAdmin to download the firmware to the printer	106
Printer messages during firmware update	107
Troubleshooting a firmware update	107
Theory of operation	109
Basic operation	110
Major printer systems	110
Printer block diagram	111
Sequence of operation	112
Timing charts	114
Wiring diagrams	116
Flat flexible cable signals	120
Connector location	128
Engine-control system	132
DC controller circuit	133
DC controller operations	136
T driver circuit	137
Fuser control circuit	138
Low-voltage power supply	139
High-voltage power supply circuits	140
Post charger power supply unit	140
Motors and fans	141
Switches, solenoids, clutches, and sensors	144
Formatter	148
DIMM slots	148
Formatter heartbeat LED	149
Laser/scanner system	150
Dual-beam method	151
Laser control	152
Laser diode automatic light emission control	153
Image mask control	154
Horizontal synchronous control	154
Laser failure detection	155
Scanner-motor control	156
Scanner-motor-speed control	156
Scanner motor failure detection	157
Color plane registration calibration control	157
Image CPR adjustment	157
Laser-beam-skew calibration	159
Laser adjustment	159
Image formation system	160
Electrophotographic process	160
Step 1	161
Step 2	161
Step 3	162
Step 4	163
Step 5	164
Step 6	164
Step 7	165
Step 8	165
Step 9	166
Step 10	166
Step 11	167
Step 12	167
Image stabilization control	168
Environment calibration control	168
Image density detection control	169
Image halftone calibration control	170
Paper-path system	171
Pickup/feed unit	173
Cassette paper size detection/cassette paper detection	173
Cassette pickup	174
Tray 1 paper pickup	176
Paper pickup and feed	179
Jam detection	180
Removal and replacement	183
Introduction	185
Removal and replacement strategy	185
General cautions during removal and replacement	185
Electrostatic discharge	185
Required tools	186
Flat flexible cable caution	187
To reinstall	187
DC controller and cable/connector damage areas	188
Potential damage areas while servicing	188
Consumables	189
Toner cartridges (print cartridges)	189
Process cartridges (image drums)	191
Waste toner bottle (toner collection bottle)	193
Transfer cleaner (cleaning blade)	194
Transfer roller	195
External covers	196
Control panel overlay	196
Control panel	197
To reinstall	197
Right upper cover	198
Left upper cover	200
Top right cover	201
To reinstall	202
Top left cover	203
To reinstall	204
Front doors	205
Fuser door	206
Intermediate transfer belt (ITB) door	208
Left back cover	212
Left lower cover	213
Right back cover	215
Back cover	216
Major assemblies	217
Process cartridge (image drum) door	217
Laser/scanner assembly	219
To reinstall	220
Printing a laser/scanner adjustment page	221
Reading a laser/scanner adjustment page	223
Overview	223
Adjusting the laser/scanner assemblies	225
Overview	225
Laser scanner adjustment step 1	226
Laser/scanner adjustment step 2	230
Delivery unit	237
Delivery unit sensor	241
To reinstall	241
Vertical feed unit	242
Duplexer	246
Fuser	247
Intermediate transfer belt (ITB)	248
Density and registration sensor assembly	250
Right back fan	253
Right front fan	254
Secondary transfer assembly (T2)	255
To reinstall	259
Pickup unit	260
Temperature and humidity sensor	268
To reinstall	268
High-voltage power supply	269
Low-voltage power supply	270
Registration assembly	271
To reinstall	277
Delivery fan	278
Fuser fan	279
P-crg (image drum) drive assembly	280
T-crg (print cartridge) drive assembly	284
Fuser motor	286
Fuser drive assembly	287
DC controller	288
To reinstall	289
Formatter PCB	290
Formatter cage	291
High-voltage contact	293
Post charger power supply	294
Tray 1 pickup roller	296
Tray 1 separation pad	297
Left door switch	298
Right door switch (front and right side doors)	299
ITB sensor	300
Upper left door sensor	301
Fuser front paper sensor	302
Fuser sensor PCA	303
Troubleshooting	305
Introduction	308
Troubleshooting process	308
Pre-troubleshooting checklist	308
Power checks	310
Control panel checks	310
Troubleshooting tools and procedures	311
Hardware and electrical troubleshooting tools	311
Engine diagnostic tools	311
Defeating interlocks	311
Engine diagnostics preconditions	312
Disable cartridge test	312
Paper-path test (and automatic sensors test)	312
Sensor test (interactive)	313
Components test	314
Component test: Transfer motors test	315
Component test: Belt only test	315
Component test: Image drum motors test	316
Component test: Print cartridge motors test	316
Component test: Developer motors test	317
Component test: YMCK laser test	318
Component test: Fuser motor test	318
Component test: Tray 1 feed motor test	318
Component test: Tray 2 feed drive test	319
Component test: Tray 3 feed drive test	320
Component test: Pre-registration test	320
Component test: Registration test	320
Component test: Face-up solenoid test	321
Print stop test	322
Engine test button	323
Engine test print page	323
Formatter heartbeat LED	324
Information pages	325
Configuration page	325
Supplies status pages	327
Usage page	329
File directory page	330
Electrical connection and contact failures	331
Image formation and print-quality troubleshooting tools	332
Print-quality problems associated with the environment	332
Print-quality problems associated with media	332
Reseating consumables	332
Cleaning the post charger	332
Cleaning the fuser input	332
Print-quality troubleshooting pages	332
Color band test	336
Engine test print page	336
Laser/scanner adjustment page	337
Door ruler and repeating defect frequencies	337
Sample defects and solutions	338
Repeating marks (98 mm)	339
Repeating marks (45 mm)	340
Lines and bands appear perpendicular to feed direction	343
Lines, streaks or scratches appear parallel to feed direction	346
Diagonal bands or lines	350
Light or faint image and dropouts	352
Wavy brush marks	356
Color plane misregistration	357
Primary color covers entire page	359
Ghosted image (98 mm)	360
Ghosted image (140 mm)	361
Distorted or misplaced image	363
Poorly fused image	364
Missing color plane	366
Blank	367
Hand or fingerprints	367
Fine, yellow dot background	369
Toner halos or explosions occur around solid secondary colors	370
Control panel print-quality adjustments	372
Print-quality problems associated with jams	374
Media and paper-path troubleshooting tools	375
Paper path jam sensors	375
Determine the problem source: print media or printer	380
Using the straightest paper path	381
Determine if problem is caused by the duplexing process	381
Isolate the source of the jam	381
Determine where media jams occur	381
Determine whether the printer is experiencing misfeeds or multifeed jams	381
Print-quality problems associated with media	381
Isolate a media brand	382
Isolate a media type	382
Wrinkling envelopes	382
Poor fusing	382
Overhead transparency defects	383
Media jam	383
Customer print job	384
Clearing jams	384
Clearing repeated jams	384
Tests for troubleshooting paper-path problems	385
Print stop test	385
Paper-path test	385
Sensor test	385
Tray alignment adjustment	385
Noise troubleshooting tools	386
Control panel messages	387
Control panel and event log message format	388
Event log page	388
Print an event log	388
Show an event log	389
Interpret an event log	389
Sample event log page	390
Error message interpretation	391
Alphabetical error messages	391
Numerical error messages	402
Data and communication troubleshooting tools	437
Test message	437
EIO troubleshooting	437
Software/network troubleshooting	437
Jetdirect configuration	438
Verify network and server operation	438
Jetdirect page	439
Tray 4 troubleshooting tools	440
Tray 4 diagnostics label	440
Tray 4 motor test	440
Tray 4 standalone running test	440
Tray 4 sensor test	441
Tray 4 light pattern interpretation	442
Tray 4 does not print media	442
Parts and diagrams	443
Introduction	445
Ordering parts	445
Customer support information	445
Terminology	446
Kits, supplies, accessories, exchange parts, and documentation	447
Hardware identification	449
Illustrations and parts lists	450
External covers and panels	450
Left cover assembly	454
Right door assembly	455
Internal components (1 of 9)	456
Internal components (2 of 9)	458
Internal components (3 of 9)	460
Internal components (4 of 9)	462
Internal components (5 of 9)	464
Internal components (6 of 9)	466
Internal components (7 of 9)	468
Internal components (8 of 9)	470
Internal components (9 of 9)	472
Registration drive assembly	474
Process cartridge drive assembly (image drum drive)	475
Toner cartridge drive assembly (print cartridge drive)	476
Fuser drive assembly	478
Cassette assembly	480
Paper pickup assembly (1 of 3)	482
Paper pickup assembly (2 of 3)	484
Paper pickup assembly (3 of 3)	486
Manual feed pickup assembly (tray 1) (1 of 2)	488
Manual feed pickup assembly (tray 1) (2 of 2)	490
Registration assembly	492
Secondary transfer assembly (T2) (1 of 2)	494
Secondary transfer assembly (T2) (2 of 2)	496
Delivery feed assembly	497
Face down delivery assembly	498
Delivery cover assembly	499
Fuser assembly	500
PCB assemblies	501
Tray 4	502
Tray 4 main body	502
Tray 4 drive assembly	506
Tray 4 PCA location	507
Master parts lists	508
Alphabetical parts list	508
Numerical parts list	514

Match case Limit results 1 per page

ENWW

Chapter 7 Troubleshooting

303

Troubleshooting

Chapter contents

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .306

Troubleshooting process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306

Pre-troubleshooting checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .306

Power checks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .308

Control panel checks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .308

Troubleshooting tools and procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309

Hardware and electrical troubleshooting tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .309

Engine diagnostic tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .309

Defeating interlocks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .309

Engine diagnostics preconditions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .310

Disable cartridge test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .310

Print stop test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 320

Engine test button. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .321

Sensor test (interactive) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .311

Engine test button. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .321

Component test: Belt only test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 313

Component test: Image drum motors test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .314

Component test: Print cartridge motors test. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .314

Component test: Developer motors test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315

Component test: YMCK laser test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .316

Component test: Fuser motor test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .316

Component test: Tray 1 feed motor test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316

Component test: Tray 2 feed drive test. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317

Component test: Tray 3 feed drive test. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 318

Component test: Pre-registration test. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .318

Component test: Registration test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .318

Component test: Face-up solenoid test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .319

Engine test button. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .321

Engine test print page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .334

Formatter heartbeat LED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .322

Information pages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .323

Configuration page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 323

Supplies status pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .325

Usage page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .327

File directory page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .328

Electrical connection and contact failures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .329

Image formation and print-quality troubleshooting tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330

Print-quality problems associated with the environment . . . . . . . . . . . . . . . . . . . . . . . .330

Reseating consumables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330

Cleaning the post charger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .330

Cleaning the fuser input . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330

Print-quality troubleshooting pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .330