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HP M5025 Service Manual - Page 420

Basic troubleshooting checklist, Factors that affect device performance

UPC - 882780575493

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Basic troubleshooting checklist If you are experiencing problems with the device, use the following checklist to identify the cause of the problem: ● Does the media meet HP specifications? See Supported media weights and sizes on page 444. ● Is the device connected to power? ● Is the device on? ● Is the device in the Ready state? ● Are all the necessary cables connected? ● Do any messages appear on the control panel? ● Are genuine HP supplies installed? ● Was a recently replaced print cartridge installed correctly, and was the pull-tab on the cartridge removed? For additional information about installation and setup, see the Getting Started Guide. If you cannot find solutions to printer problems in this guide, go to www.hp.com/support/lj5025 or www.hp.com/support/lj5035. Factors that affect device performance Several factors affect the time it takes to print a job: ● Maximum device speed, measured in pages per minute (ppm) ● The use of special paper (such as transparencies, heavy paper, and custom-size paper) ● Device processing and download time ● The complexity and size of graphics ● The speed of the computer that you are using ● The USB connection ● The device I/O configuration ● The network operating system and configuration (if applicable) ● Device personality (PCL or PS) 390 Chapter 6 Troubleshooting ENWW

Section	Page
Basics	31
Device comparison	32
Features comparison	33
Walkaround	35
Device parts	35
Interface ports	38
Device software	39
Supported operating systems	39
Supported printer drivers	39
Select the correct printer driver	40
Universal printer drivers	40
Driver Autoconfiguration	40
Update Now	41
HP Driver Preconfiguration	41
Priority for print settings	41
Open the printer drivers	42
Software for Macintosh computers	43
Remove software from Macintosh operating systems	43
Utilities	44
HP Web Jetadmin	44
Embedded Web server	44
Send Fax Driver	44
HP Easy Printer Care software	45
Supported operating systems	45
Supported browsers	45
Other components and utilities	45
Installation and configuration	47
Site requirements	48
Operating environment	50
I/O configuration	51
USB configuration	51
Network configuration	51
Configure TCP/IPv4 parameters	52
Set an IP address	52
Set the subnet mask	52
Set the default gateway	53
Configure TCP/IPv6 parameters	53
Disable network protocols (optional)	54
Disable IPX/SPX	54
Disable AppleTalk	54
Disable DLC/LLC	54
HP Jetdirect EIO print servers	55
Installing printer memory	56
To install printer memory	56
Manage and maintain the device	59
Use the embedded Web server	60
Open the embedded Web server by using a network connection	60
Embedded Web server sections	61
Use HP Web Jetadmin software	63
Use the HP Printer Utility for Macintosh	64
Open the HP Printer Utility	64
HP Printer Utility features	65
Use the Administration menu	66
Navigate the Administration menu	66
Information menu	66
Default Job Options menu	67
Default Options for Originals	67
Image adjustment	69
Default Copy Options	70
Default Fax Options	71
Default E-mail Options	72
Default Send to Folder Options	73
Default Print Options	74
Time/Scheduling menu	75
Management menu	77
Initial Setup menu	78
Networking and I/O	78
Fax Setup	86
E-mail Setup	89
Send Setup menu	89
Device Behavior menu	90
Print Quality menu	94
Troubleshooting menu	97
Resets menu	106
Service menu	106
Use information pages	106
Configuring and verifying an IP address	109
Identifying the TCP/IP address	109
Use automatic discovery	109
Set up a dynamic host configuration protocol (DHCP)	109
Verifying the TCP/IP configuration	109
Changing an IP address	109
Change an IP address by using HP Web Jetadmin	109
Change an IP address by using the embedded Web server	110
Change an IP address by using the control panel	110
Remote firmware updates	111
Introduction	111
Print the configuration page	111
Printing a menu map	112
Downloading the new firmware from the HP Web site	112
Downloading the new firmware to the device	112
Troubleshooting firmware updates	112
Remote firmware update by using FTP through a browser	114
Remote firmware update by using FTP on a direct network connection	115
Remote firmware update through a local MS Windows port	116
Windows NT 4.0, Windows 2000, Windows XP, Windows XP or Windows 2003	116
Remote firmware update through a USB port	117
Remote firmware update through an MS Windows network	118
Remote firmware update for UNIX systems	119
Remote firmware update by using the LPR command	119
Remote firmware update through HP Web Jetadmin	120
Manage supplies	122
Supplies life	122
Approximate print-cartridge replacement intervals	122
Manage the print cartridge	122
Print-cartridge storage	122
Use genuine HP print cartridges	122
HP policy on non-HP print cartridges	122
Print-cartridge authentication	123
HP fraud hotline and Web site	123
Replace supplies and parts	124
Supply replacement guidelines	124
Change the print cartridge	124
Perform preventive maintenance	127
Preventive maintenance for the print engine	127
The ADF maintenance kit	127
Clean the device	128
Clean the exterior	128
Clean the scanner glass	128
Clean the scanner lid backing	129
Clean the ADF	130
Clean the print engine paper path	130
Theory of operation	133
MFP system overview	134
Print engine	136
Basic sequence of operation	136
Power-on sequence	137
Engine control system	137
DC controller PCA	138
High-voltage power-supply PCA	139
Low-voltage power-supply PCA	142
Video interface control	143
Laser/scanner system	143
Image-formation system	144
Electrostatic latent-image formation block	146
Step 1: primary charging	146
Step 2: laser-beam exposure	146
Development block	147
Step 3: developing	147
Transfer block	148
Step 4: image transfer	148
Step 5: separation from the drum	148
Fuser block	149
Step 6: fusing	149
Drum-cleaning block	149
Step 7: drum cleaning	149
Print cartridge	149
Memory tag	150
Pickup-and-feed-system	151
Cassette paper size and presence detection	154
Upper and lower cassette pickup mechanism	155
Multiple-feed prevention mechanism	157
Tray 1 (multipurpose tray) pickup mechanism	158
Skew-correction mechanism (registration)	159
Fuser/delivery block	160
Loop control	160
Jam detection	161
Duplexing unit	163
Duplexing reverse/feed operation	164
Duplexing feed operation	165
Duplexing horizontal registration function	166
Duplexing unit jam detection	167
1 x 500-sheet and 3 x 500-sheet high-capacity input feeder	168
Pickup/feed operation	170
HCI pickup mechanism	172
Lift-up operation	173
Multiple-feed prevention mechanism	175
HCI jam detection	177
Scanner component	178
ADF	180
Input tray	180
ADF simplex printing operation sequence	180
ADF duplex printing operation sequence	181
Multifeed operation	182
End of a scan job operation	183
Paper pick and separation operation	183
Deskew	184
Stapler/stacker component	185
Overview	185
Basic operation	186
Control system	187
Feed/stack system	190
Staple system	205
Removal and replacement	207
Removal and replacement strategy	208
Introduction	208
Required tools	209
Types of screws	209
Service approach	210
Before performing service	210
After performing service	210
Parts removal order	211
User-replaceable parts	212
Print cartridge	213
ADF separation pad and pickup and feed roller assemblies (removal and replacement)	214
Transfer roller	217
Tray 1 pickup roller (multipurpose paper pickup roller)	218
Tray 1 separation pad assembly (multipurpose pad assembly)	219
Tray 2 and Tray 3 pickup rollers (paper pickup roller assembly)	221
Tray 2 and Tray 3 separation pad assembly (separation block assembly)	223
Tray 4, Tray 5, and Tray 6 pickup and feed rollers (paper feed roller assembly)	224
Fuser	225
Duplexer	228
Formatter cover and cage	229
Hard drive	231
Fax PCA	232
ADF	233
ADF assembly	234
ADF input tray sensors	236
Separation floor assembly	238
Diverter	240
Jam cover	241
Hinge assemblies	243
Float assembly	244
White backing	247
Front end cover (cap)	249
Rear end cover (cap)	251
ADF PCA and wire harness	254
Input tray	256
Scanner	257
Control panel	258
Scanner controller board (SCB) and cover	260
Scanner assembly	262
Glass assembly and top cover	265
Optic assembly	270
To reinstall the drive belt and optic assembly	276
Page sensors	279
Transmission assemblies and slide rail	280
Stapler/stacker (HP LaserJet M5035xs only)	283
Stapler/stacker assembly	284
Stapler PCA	287
Rear cover	288
Left door	289
Output bin	290
Duplex cover	291
Left cover	292
Right and left rear covers	294
Front door and stapler unit cover	296
Output bin stay (support arm)	300
Rear inner cover	301
Stack cover	302
Stapler unit	303
Paper feed assembly (stapler)	305
Alignment and jogger guide assembly	306
Install the alignment and jogger guide assembly	310
Jogger guide unit	313
Front door interlock switch	316
Print engine (base unit)	318
Formatter cover	320
Face-down cover	321
Left door	322
Left upper cover	323
Rear cover	325
Front cover	326
Face-down side cover	330
Top inner cover	332
Front inner cover	334
Right door	336
Lower left cover	338
Left rear cover	341
Top cover	342
Right rear inner cover	343
Right rear cover	345
Left rear inner cover	346
Print cartridge door	348
Registration assembly	355
Fuser pressure release assembly	358
Fuser	359
Paper delivery assembly	360
Paper feed assembly (base unit)	362
Reinstall the paper feed assembly	363
Fuser fan	368
Fuser motor	369
Laser/scanner	370
Low-voltage power supply assembly	372
Interconnect PCA assembly	375
High-voltage power supply	377
Lifter drive assembly	384
DC controller PCA	387
Upper cassette pickup assembly	389
Lower cassette drive assembly	392
Main motor	393
Lower cassette pickup assembly	398
High capacity input feeder	401
Front door (single tray unit only)	402
Right door	403
Back cover	406
Motor(s) and PCA(s)	407
Paper pickup assemblies	408
Right side tray rail(s)	411
Left side tray rail(s)	412
Lifter driver assembly	414
Troubleshooting	417
Introduction	419
Basic troubleshooting checklist	420
Factors that affect device performance	420
Troubleshooting flowchart	421
Power-on self diagnostic tests	421
Step 1: Does READY appear on the control-panel display?	421
Step 2: Can you print a configuration page?	422
Step 3: Does the device copy?	423
Step 4: Does the job print as expected?	423
Step 5: Does the printer select media from the correct trays?	424
Control-panel message types	426
Control-panel messages	427
Replacement-parts configuration	472
Formatter and dc controller	472
Formatter (new)	472
DC controller (new or previously installed in another printer)	472
Guidelines for using paper	473
Supported media weights and sizes	474
Printing internal information pages	477
Jam locations	478
General paper-path and jam troubleshooting	479
Paper-path checklist	479
Jams in Tray 1	480
Jams in Tray 2, or Tray 3	480
Jams in the optional high capacity input feeder	481
Common causes of repeating jams	482
Solve general repeated jams	487
Jam recovery	488
Clear jams	489
Clear jams from the automatic document feeder (ADF)	489
Clear jams from the stapler/stacker	491
Clear jams from the output path	493
Clear jams from the optional duplexer	494
Clear jams from the print-cartridge area	496
Clear jams from the input-tray areas	498
Clear jams from the Tray 1 input area	498
Clear jams from the Tray 2 and Tray 3 input area	498
Clear jams from the Tray 4/5/6 input areas	500
Clear staple jams	502
Solving image-quality problems	505
Solve print-quality problems	505
Solve copy-quality problems	505
Print-quality problems associated with media	505
Print-quality problems associated with the environment	506
Print-quality problems associated with jams	506
Image defect examples	506
Light print (partial page)	508
Light print (entire page)	509
Specks	510
Dropouts	511
Lines	513
Gray background	513
Toner smear	515
Loose toner	515
Repeating defects	517
Repeating image	517
Misformed characters	518
Page skew	519
Curl or wave	520
Wrinkles or creases	520
White lines	521
Tire tracks	521
White spots on black	522
Scattered lines	522
Blurred print	523
Random image repetition	523
Solve copy-quality problems	524
ADF image-quality problems	524
Blank page (ADF)	524
Page skew (ADF)	525
Horizontal lines (ADF)	525
Image shifted (ADF)	525
Unexpected Image (ADF)	526
Flatbed glass image-quality problems	526
Poor uniformity (flatbed)	526
Poor uniformity gradual (flatbed)	526
Lamp inverter failure (flatbed)	526
Streaks on page (flatbed)	527
Unexpected results (flatbed)	527
Solve copy problems	527
Media-handling problems	527
Performance problems	529
Troubleshooting communication interfaces	530
Check communications	530
Troubleshooting the EIO	530
Jetdirect page	530
Boot key sequences	532
Low-level boot key sequences	533
Mid-level boot key sequences	534
High-level boot key sequences	534
Control-panel boot sequence calibration	535
Engine test (formatter removed)	535
Service menu	537
Accessing the service menu	537
Service ID	539
Restoring the service ID	540
Convert the service ID to an actual date	540
Troubleshooting menu	541
Accessing the troubleshooting menu	541
Calibrate the scanner	545
Use the control panel	546
Control-panel layout	546
Home screen	547
Buttons on the touchscreen	548
Control-panel help system	548
Solve fax problems	549
Solve sending problems	549
Solve receiving problems	550
Solve e‑mail problems	552
Validate the SMTP gateway address	552
Validate the LDAP gateway address	552
Diagrams	553
ADF	553
Sensors (ADF)	553
Wiring diagram (ADF)	554
Scanner	555
Components (scanner)	555
Wiring diagram (scanner)	556
Stapler/stacker	557
External panels and covers (stapler/stacker)	557
Sensors (stapler/stacker)	558
PCA (stapler/stacker)	559
Wiring diagram (stapler/stacker)	560
Engine (base unit)	561
Engine (base unit)	561
Interface connections (engine)	562
External panels and covers (engine)	563
Major components (engine)	565
Motors and fans (engine)	566
PCAs (engine)	567
Sensors and switches (engine)	568
DC controller PCA connectors (engine)	569
DC controller input/output signals (engine)	571
Wiring diagrams (engine)	576
Timing diagram (engine)	578
High capacity input feeder	579
External covers and panels (HCI)	579
Major components (HCI)	580
Motor(s) and PCA(s) (HCI)	581
Sensors (HCI)	582
Wiring diagrams (HCI)	583
Repetitive defect ruler	584
Interlocks and linkages	585
Print cartridge and MFP contacts	593
Known issues	595
Control-panel ESD disruption	595
Clearing a jam from the right (print cartridge) side	595
Loading Tray 2/3/4/5 with letter or A4 media	596
The stapler/stacker only staples letter and A4 media	596
Formatter cage does not properly seat	596
RFU with a SCB firmware upgrade	596
RFU with a DC controller firmware update	596
EIO device does not properly seat	596
Print cartridge cannot be removed	596
False left door open error message	597
Dark or flickering control-panel display	597
Fuser edge overheat slowdown	597
Parts and diagrams	599
Parts	601
How to use the parts lists and diagrams	602
Types of screws	602
Related documentation and software	603
Accessories, supplies, and whole unit components	603
Automatic document feeder (whole unit)	612
Front end cover (ADF)	614
Hinges (ADF)	616
Base assembly (ADF)	618
Backbone assembly (ADF)	620
Jam Cover (ADF)	624
Pickup roller assembly (ADF)	626
Separation pad assembly (ADF)	628
Separation floor assembly (ADF)	630
Scanner assembly base	632
Carriage assembly (scanner; optical assembly)	634
Scanner top assembly	636
Scanner controller board (SCB) assembly	638
Scanner lid sensor assembly	640
Scanner transmission drive assembly	642
Stapler/stacker assembly main body	644
Paper feed assembly (stapler/stacker)	648
Alignment and jogger assembly (stapler/stacker)	650
Stapler assembly (stapler/stacker)	654
Stapler/stacker PCA	656
Print engine external covers and panels	658
Cartridge door assembly (print engine)	662
Internal components (print engine 1 of 3)	666
Internal components (print engine; 2 of 3)	670
Internal components (print engine; 3 of 3)	674
Paper delivery assembly (print engine)	678
Lifter drive assembly (print engine)	682
Fuser drive assembly (print engine)	684
Lower drive assembly (print engine)	686
Upper cassette (print engine)	688
Lower cassette (print engine)	692
Upper cassette pickup assembly (print engine)	696
Lower cassette pickup assembly (print engine)	700
Registration assembly (print engine)	704
Paper feed assembly (print engine)	706
PCA assemblies (print engine)	708
Fuser (print engine)	710
Fuser pressure release assembly (print engine)	714
High capacity input (HCI) 1X500 feeder main body	716
High capacity input (HCI) 3X500 feeder main body	720
Lifter drive assembly (HCI)	724
Cassette (HCI)	726
Paper pickup assembly (HCI)	730
HCI PCA assemblies	734