HP E72525 30 35 CPMD

HP LaserJet Managed MFP E72525

Control Panel Message Document (CPMD)
www.hp.com/support/lje72500mfp
HP LaserJet Managed MFP E72525, E72530,
E72535 - Control Panel Message Document
(CPMD)
SUMMARY
This document provides error-code troubleshooting information

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Table of contents
1 Document last updated .............................................................................................................................................................................1
2 About this document..................................................................................................................................................................................2
3 Control-panel message types ..................................................................................................................................................................3
4 Error-code and control-panel-message troubleshooting overview...................................................................................................4

Error codes (types and structure)........................................................................................................................................................4
5 How to search for printer documentation ..............................................................................................................................................7

WISE - How to access and use .............................................................................................................................................................7
Accessing WISE ..............................................................................................................................................................................7
Using WISE to search for error codes...................................................................................................................................... 10
Using WISE to access repair and replace videos for FRUs ................................................................................................... 12
6 Printer service information..................................................................................................................................................................... 16
7 Numerical control panel messages ...................................................................................................................................................... 17

10.WX.YZ error messages ................................................................................................................................................................. 17
10.wx.yz error messages ......................................................................................................................................................... 17
10.00.03 or 10.00.05................................................................................................................................................................ 18
10.00.15 Install Supply ............................................................................................................................................................ 19
10.00.25 Wrong cartridge ....................................................................................................................................................... 20
10.00.35 Incompatible toner cartridge ................................................................................................................................. 21
10.00.60 Toner low ................................................................................................................................................................... 21
10.00.69 Toner empty ............................................................................................................................................................. 22
10.00.90 Toner supply error ................................................................................................................................................... 24
10.00.90 Toner supply error ................................................................................................................................................... 31
10.05.15 Drum unit not installed ........................................................................................................................................... 38
10.05.25 Invalid drum unit ...................................................................................................................................................... 39
10.05.35 Invalid drum unit ...................................................................................................................................................... 41
10.05.60 Drum unit low ........................................................................................................................................................... 42
10.05.69, 10.05.70 Drum unit worn ...................................................................................................................................... 44
10.10.60 Transfer roller low ................................................................................................................................................... 46
10.10.69, 10.10.70 Transfer roller worn .............................................................................................................................. 47
10.23.15, 10.26.15 Fuser assembly not installed ............................................................................................................... 47
10.23.35, 10.26.35 Incompatible fuser assembly .............................................................................................................. 49
10.23.69, 10.23.79 or 10.26.69, 10.26.70 Fuser assembly worn ................................................................................... 49
10.31.15 Toner collection unit not installed ......................................................................................................................... 50
iii
10.31.60, 10.31.69 Toner collection unit full ....................................................................................................................... 52
10.32.60 Developer unit low ................................................................................................................................................... 54
10.32.69, 10.32.70 Developer unit empty ........................................................................................................................... 55
11.* errors ................................................................................................................................................................................... 56
13.* errors ................................................................................................................................................................................... 57
13.A3.A3 ..................................................................................................................................................................................... 63
13.A3.D3 ..................................................................................................................................................................................... 67
13.A3.D4...................................................................................................................................................................................... 71
13.A3.D5...................................................................................................................................................................................... 85
13.A3.FF....................................................................................................................................................................................... 94
13.A4.A4 ..................................................................................................................................................................................... 97
13.A4.A5 ...................................................................................................................................................................................100
13.A4.D4 ...................................................................................................................................................................................103
13.A4.D5 ...................................................................................................................................................................................107
13.A4.FF Paper Jam ................................................................................................................................................................110
13.A5.A5 ...................................................................................................................................................................................112
13.A5.D5 ...................................................................................................................................................................................115
13.A7.A4 ....................................................................................................................................................................................118
13.A7.A5 ....................................................................................................................................................................................131
13.A7.D4....................................................................................................................................................................................140
13.A7.D5....................................................................................................................................................................................154
13.A8.A1 Jam in tray 1 ...........................................................................................................................................................163
13.A8.A2 Jam in tray 2 ...........................................................................................................................................................169
13.A8.Az Jam in right door ....................................................................................................................................................174
13.A8.D1 Jam in tray 1 ...........................................................................................................................................................177
13.A8.D2 Jam in tray 2 ...........................................................................................................................................................182
13.A8.Dz Jam in right door ....................................................................................................................................................186
13.A8.FF ....................................................................................................................................................................................188
13.B2.Az ....................................................................................................................................................................................190
13.B2.D1 Jam in tray 1 ...........................................................................................................................................................199
13.B2.D2 Jam in tray 2 ...........................................................................................................................................................205
13.B2.Dz Jam in right door ....................................................................................................................................................209
13.B2.DD ..................................................................................................................................................................................211
13.B2.FF ....................................................................................................................................................................................215
13.B4.Dz ....................................................................................................................................................................................219
13.B4.FF Jam in right door .....................................................................................................................................................229
13.B9.Az Fuser Jam .................................................................................................................................................................232
13.B9.Dz Fuser jam .................................................................................................................................................................236
13.B9.FF Fuser Jam .................................................................................................................................................................240
13.D2.AZ Jam in Right Door ...................................................................................................................................................243
13.D2.Dz Jam in Right Door ...................................................................................................................................................252
13.D2.FF Jam in Right Door ...................................................................................................................................................261
13.E1.AZ ...................................................................................................................................................................................264
13.E1.Dz ...................................................................................................................................................................................267
13.E1.FF ....................................................................................................................................................................................270
13.E2.FF ....................................................................................................................................................................................272
iv
13.E7.Az ....................................................................................................................................................................................275
13.E7.Dz ...................................................................................................................................................................................276
13.60.A1, 13.60.A2 or 13.60.A3 ...........................................................................................................................................278
13.60.D1, 13.60.D2 or 13.60.D3 ..........................................................................................................................................290
13.60.FF ....................................................................................................................................................................................302
13.63.A1 ...................................................................................................................................................................................313
13.63.AZ ...................................................................................................................................................................................319
13.63.DZ ...................................................................................................................................................................................324
13.63.F0 ...................................................................................................................................................................................329
13.84.D1 ...................................................................................................................................................................................335
13.84.D2 ...................................................................................................................................................................................340
13.84.F0 ...................................................................................................................................................................................345
13.90.A3 ...................................................................................................................................................................................350
13.90.D3 ...................................................................................................................................................................................356
13.92.D1, 13.92.D2, 13.92.D3 or Jam in the front left door ............................................................................................362
13.92.FF Jam in front left door .............................................................................................................................................368
13.98.A3 ...................................................................................................................................................................................376
13.92.D1, 13.92.D2, 13.92.D3 or 13.98.D3 Jam in the front left door...........................................................................381
13.69.A2 or 13.98.D3 .............................................................................................................................................................387
20.WX.YZ error messages ...............................................................................................................................................................393
20.* errors .................................................................................................................................................................................393
30.* errors .................................................................................................................................................................................393
30.01.09 Scanner motor locked ...........................................................................................................................................393
30.01.41 ....................................................................................................................................................................................395
30.01.56 Scanner Error, power off/on .................................................................................................................................396
31.* errors .................................................................................................................................................................................397
31.03.38 and 31.03.39 ..........................................................................................................................................................398
31.03.40 and 31.03.41 ..........................................................................................................................................................399
31.13.00 ....................................................................................................................................................................................400
31.13.01 ...................................................................................................................................................................................409
31.13.02 ...................................................................................................................................................................................411
31.13.03 ...................................................................................................................................................................................417
31.13.04 ...................................................................................................................................................................................423
31.13.05 ...................................................................................................................................................................................428
32.* errors .................................................................................................................................................................................431
32.08.A1, 32.08.A2, 32.08.A3 ..............................................................................................................................................431
32.1C.05 ...................................................................................................................................................................................432
32.1C.06 (event code) .............................................................................................................................................................432
32.1C.07 (event code) .............................................................................................................................................................432
32.1C.08 (event code) .............................................................................................................................................................432
32.1C.09 (event code) .............................................................................................................................................................433
32.1C.0A (event code) .............................................................................................................................................................433
32.1C.0D (event code) .............................................................................................................................................................433
32.1C.11 (event code) ............................................................................................................................................................433
32.1C.13, 32.1C.14 .................................................................................................................................................................433
v
32.1C.15 ...................................................................................................................................................................................434
32.1C.2E ...................................................................................................................................................................................434
32.1C.2F ...................................................................................................................................................................................434
32.1C.40 ...................................................................................................................................................................................434
32.1C.41 ...................................................................................................................................................................................434
32.1C.42 ...................................................................................................................................................................................434
32.1C.43 ...................................................................................................................................................................................435
32.1C.44 ...................................................................................................................................................................................435
32.1C.45 ...................................................................................................................................................................................435
32.1C.46 ...................................................................................................................................................................................435
32.1C.47 ...................................................................................................................................................................................435
32.1C.48 ...................................................................................................................................................................................435
32.1C.49 ...................................................................................................................................................................................435
32.1C.4A ...................................................................................................................................................................................436
32.1C.56 ...................................................................................................................................................................................436
32.1C.57 ...................................................................................................................................................................................436
32.1C.58 ...................................................................................................................................................................................436
32.1C.60 ...................................................................................................................................................................................436
32.1C.61 ...................................................................................................................................................................................436
32.1C.62 ...................................................................................................................................................................................437
32.1C.68 ...................................................................................................................................................................................437
32.1C.69 ...................................................................................................................................................................................437
32.1C.6A ...................................................................................................................................................................................437
32.1C.6D ...................................................................................................................................................................................437
33.* errors .................................................................................................................................................................................438
33.01.xx ....................................................................................................................................................................................438
33.04.01 Missing TPM .............................................................................................................................................................438
33.04.02 Missing TPM .............................................................................................................................................................439
33.04.03 Unknown TPM .........................................................................................................................................................439
33.04.04 or 33.04.05 Unknown TPM ...................................................................................................................................439
33.05.0z SureStart errors ......................................................................................................................................................440
33.05.1x Whitelisting errors ..................................................................................................................................................441
33.05.2x Intrusion detection errors .....................................................................................................................................442
33.05.5z Intrusion detection errors .....................................................................................................................................442
40.* errors .................................................................................................................................................................................443
40.00.01 USB I/O buffer overflow To continue, touch “OK” ..............................................................................................444
40.00.02 Embedded I/O buffer overflow To continue, touch “OK” ..................................................................................444
40.00.03 EIO <x> buffer overflow To continue, touch “OK” .............................................................................................444
40.00.04 EIO <x> bad transmission To continue, touch “OK” ..........................................................................................444
40.00.05 Embedded I/O bad transmission To continue, touch “OK” ..............................................................................444
40.08.0x USB storage accessory removed .........................................................................................................................444
40.0x.05 USB storage accessory removed .........................................................................................................................445
41.* errors .................................................................................................................................................................................445
41.03.YZ Unexpected size in tray <X> .................................................................................................................................445
41.03.FZ Unknown Misprint Error ........................................................................................................................................448
vi
42.* errors .................................................................................................................................................................................451
42.B0.01....................................................................................................................................................................................451
44.* errors .................................................................................................................................................................................452
44.01.xx Error Event log message .......................................................................................................................................452
44.02.xx Error Event log message (Multifunction product only.).....................................................................................453
44.03.xx Error Event log message .......................................................................................................................................453
44.11.0E Error Event log message (Multifunction product only.) ....................................................................................454
44.16.01 Error Event log message (Multifunction product only.)....................................................................................455
44.16.0A Error Event log message (Multifunction product only.)....................................................................................457
44.16.0B Error Event log message (Multifunction product only.)....................................................................................457
44.16.0D Error Event log message (Multifunction product only.)....................................................................................458
44.16.0F Error Event log message (Multifunction product only.) ....................................................................................458
44.16.FF Error Event log message (Multifunction product only.) ....................................................................................458
44.34.xx Error Event log message........................................................................................................................................459
44.90.xx, 44.91.xx, 44.92.xx Error Event log message ....................................................................................................459
45.00.07 ....................................................................................................................................................................................459
45.00.70 ....................................................................................................................................................................................459
45.00.1C ...................................................................................................................................................................................459
46.* error messages................................................................................................................................................................460
47.* errors .................................................................................................................................................................................461
47.00.xx ....................................................................................................................................................................................461
47.01.xx ....................................................................................................................................................................................462
47.02.xx ....................................................................................................................................................................................462
47.03.xx ....................................................................................................................................................................................462
47.04.xx ....................................................................................................................................................................................463
vii
47.05.xx ....................................................................................................................................................................................463
47.06.xx ....................................................................................................................................................................................464
47.FC.yz Printer Calibration Failed To continue, touch “OK” .............................................................................................464
48.* errors .................................................................................................................................................................................466
48.0D.01 Remote Image Disk error .....................................................................................................................................466
49.13.01 ....................................................................................................................................................................................467
49.38.0C or 49.38.0D..............................................................................................................................................................467
49.XX.YY Error To continue turn off then on .......................................................................................................................469
50.* errors .................................................................................................................................................................................470
50.FF.01 Fuser error ...............................................................................................................................................................471
50.FF.02 Fuser error ...............................................................................................................................................................473
50.FF.yz Fuser error ................................................................................................................................................................474
50.FF.0C Fuser error ...............................................................................................................................................................476
54.* errors .................................................................................................................................................................................477
54.DD.01, 54.DD.02, 50.DD.03 and 54.DD.04 errors .......................................................................................................478
54.DD.05, 54.DD.06 and 54.DD.07 error ............................................................................................................................480
54.DD.08, 54.DD.09, 54.DD.0A, 54.DD.0B, 54.DD.0C, and 54.DD.0D error ..................................................................481
54.14.00 ....................................................................................................................................................................................483
56.* errors .................................................................................................................................................................................484
57.* errors .................................................................................................................................................................................484
57.00.01, 57.00.02 Fan failure .............................................................................................................................................484
57.00.03, 57.00.04, 57.00.28, 57.00.29 Fan failure ........................................................................................................486
57.00.17, 57.00.18 Developer fan error .............................................................................................................................488
57.00.21, 57.00.22 OPC fan error ........................................................................................................................................489
59.* errors .................................................................................................................................................................................490
59.00.10, 59.00.20 Motor error ...........................................................................................................................................490
59.00.30, 59.00.40 Motor error ...........................................................................................................................................494
59.05.50, 59.05.60 Motor error ...........................................................................................................................................497
59.05.70, 59.10.B0 Motor error ...........................................................................................................................................501
59.05.X0 Motor error ..............................................................................................................................................................505
60.00.02 or 60.01.02 .............................................................................................................................................................510
60.00.03 or 60.01.03..............................................................................................................................................................512
60.00.04 or 60.01.04 .............................................................................................................................................................515
60.00.05 or 60.01.05 .............................................................................................................................................................519
61.00.00 ....................................................................................................................................................................................522
61.00.01 ....................................................................................................................................................................................522
61.00.06 ....................................................................................................................................................................................523
viii
62.* errors .................................................................................................................................................................................524
63.* errors .................................................................................................................................................................................524
63.00.01 ...................................................................................................................................................................................525
63.00.0A ...................................................................................................................................................................................527
63.00.0B ...................................................................................................................................................................................527
63.00.17, 63.00.18, 63.00.19 or 63.00.1A ........................................................................................................................528
63.00.1B ...................................................................................................................................................................................529
63.00.20 ...................................................................................................................................................................................530
63.00.22 ...................................................................................................................................................................................531
63.00.23 ...................................................................................................................................................................................532
63.00.25, 63.00.26, 63.00.27, or 63.00.28 .......................................................................................................................533
63.00.35 ...................................................................................................................................................................................535
63.00.39 ...................................................................................................................................................................................537
63.00.3A ....................................................................................................................................................................................540
63.00.43 ...................................................................................................................................................................................543
63.4D.01....................................................................................................................................................................................545
63.4D.02....................................................................................................................................................................................545
63.53.01 ....................................................................................................................................................................................546
64.01.01 ....................................................................................................................................................................................546
64.01.02 ....................................................................................................................................................................................547
64.01.03 ....................................................................................................................................................................................547
64.01.04 ....................................................................................................................................................................................548
64.01.05 ....................................................................................................................................................................................549
64.01.06 ....................................................................................................................................................................................549
64.01.07 ....................................................................................................................................................................................550
64.01.08 ....................................................................................................................................................................................550
64.01.09 ....................................................................................................................................................................................551
64.03.04 ....................................................................................................................................................................................551
65.WX.YZ and 66.WX.YZ error messages .....................................................................................................................................552
65.* errors .................................................................................................................................................................................552
65.00.A1 ....................................................................................................................................................................................552
66.* errors .................................................................................................................................................................................554
65.00.A1 ...................................................................................................................................................................................554
66.40.36 ...................................................................................................................................................................................554
66.40.46 ...................................................................................................................................................................................558
66.40.50 ...................................................................................................................................................................................558
66.40.83 ...................................................................................................................................................................................559
66.60.17 ...................................................................................................................................................................................560
66.60.25 ...................................................................................................................................................................................562
66.60.27 ...................................................................................................................................................................................565
66.60.28 ...................................................................................................................................................................................571
66.60.30 ...................................................................................................................................................................................577
66.60.32 ...................................................................................................................................................................................578
66.80.04 ...................................................................................................................................................................................586
66.80.05 ...................................................................................................................................................................................592
ix
66.80.06 ...................................................................................................................................................................................602
66.80.07 ...................................................................................................................................................................................615
66.80.08 ...................................................................................................................................................................................616
66.80.0A ...................................................................................................................................................................................618
66.80.0B ...................................................................................................................................................................................623
66.80.0C ...................................................................................................................................................................................626
66.80.20 ...................................................................................................................................................................................629
66.80.27 ...................................................................................................................................................................................632
66.80.36 ...................................................................................................................................................................................638
66.80.38 ...................................................................................................................................................................................642
66.80.46 ...................................................................................................................................................................................644
66.90.11 ...................................................................................................................................................................................656
66.90.12 ...................................................................................................................................................................................662
66.90.13 ...................................................................................................................................................................................669
66.90.14 ...................................................................................................................................................................................676
66.90.15 ...................................................................................................................................................................................682
66.90.16 ...................................................................................................................................................................................688
66.90.21 ...................................................................................................................................................................................688
66.90.22 and 66.90.23 ..........................................................................................................................................................691
66.90.43 ...................................................................................................................................................................................695
67.* error messages................................................................................................................................................................704
67.0E.01 ...................................................................................................................................................................................704
67.04.02 ...................................................................................................................................................................................705
70.* errors .................................................................................................................................................................................706
80.* errors .................................................................................................................................................................................706
81.* errors .................................................................................................................................................................................707
82.* errors .................................................................................................................................................................................708
82.73.45 Disk Successfully cleaned .....................................................................................................................................708
82.73.46, 82.73.47 .................................................................................................................................................................708
90.* errors .................................................................................................................................................................................709
98.* errors .................................................................................................................................................................................709
98.00.01 or 98.01.00 Corrupt data in firmware volume ..................................................................................................710
98.00.02 Corrupt data in the solutions volume .................................................................................................................711
98.00.03 Corrupt data in the configuration volume ..........................................................................................................711
98.00.04 Corrupt data in the job data volume ...................................................................................................................712
99.* errors .................................................................................................................................................................................712
99.00.01 Upgrade not performed file is corrupt ................................................................................................................713
99.00.02 Upgrade not performed timeout during receive ...............................................................................................713
x
99.00.09 Upgrade canceled by user ....................................................................................................................................714
99.00.12 Upgrade not performed the file is invalid ..........................................................................................................714
99.00.2x ...................................................................................................................................................................................715
99.01.xx ....................................................................................................................................................................................716
99.02.01 ...................................................................................................................................................................................716
99.02.09 ...................................................................................................................................................................................716
99.07.20 Fax error ...................................................................................................................................................................717
99.07.YZ Firmware install error ............................................................................................................................................717
99.09.61 Unsupported disk ...................................................................................................................................................718
99.09.62 Unknown disk .........................................................................................................................................................718
99.09.63 Incorrect disk ..........................................................................................................................................................719
99.09.64 Disk Nonfunctional ................................................................................................................................................719
99.09.65 Disk data error ........................................................................................................................................................720
99.09.66 No boot device. .......................................................................................................................................................720
99.09.67 Disk is not bootable please download firmware ...............................................................................................721
99.59.62 Unknown Disk .........................................................................................................................................................722
99.59.64 Disk Nonfunctional ................................................................................................................................................722
99.59.66 No Boot Disk ...........................................................................................................................................................722
8 Alphabetical control panel messages.................................................................................................................................................724

Alphabetical messages ....................................................................................................................................................................724
Toner Collection Unit Almost Full...........................................................................................................................................724
Index.............................................................................................................................................................................................................725
xi
1 Document last updated
The following is the last time this document was updated:
Last update: April 12, 2022
Document last updated 1

2 About this document
This document provides error-code troubleshooting information.
IMPORTANT: Procedures and part numbers change. For current information, use the browser-based format.
Verify PDF is the most current before use. PDF part numbers must be verified with web-based error code
information or parts look-up before parts are ordered.
Choose the format that best meets your needs.
Table 2-1 Content format types
Format Document title example Recommended use
Web-based Go to: Product Detail page > Error Code ● Quick access to individual web-based
Look-up error code troubleshooting
TIP: Save Product Detail page URL

location in favorites
Web-Base Go To: WISE default Search page > Enter ● Access to individual web-based error
[Product] and error code code troubleshooting
● Web-based: Most up-to-date

information available
PDF [Product] - Control Panel Message ● Use when support portals are NOT
Document (CPMD) PDF accessible at time of service
● Use when a printable document is

needed
NOTE: Always refer to the printer service

manual for removal and replacement
procedures
NOTE: For current information, use the

Web-based format.
2 Chapter 2 About this document

3 Control-panel message types
The control-panel messages and event code entries indicate the current printer status or situations that might
require action.
NOTE: Event log errors do not appear on the control-panel display. Open the event log to view or print the
event log errors.
A control-panel message displays temporarily and might require you (or the applicable user) to acknowledge the
message by touching the OK button to resume printing or by touching the Stop button to cancel the job.
With certain messages, the job might not finish printing, or the print quality might be affected. If the message
is related to printing and the auto-continue feature is on, the printer will attempt to resume printing after the
message has appeared for 10 seconds without acknowledgement.
For some messages, restarting the printer might fix the problem. If a critical error persists, the printer might
require service.
Control-panel message types 3

4 Error-code and control-panel-message
troubleshooting overview
This section provides information on error codes and searching for information.
Error codes (types and structure)

Error codes and control-panel messages display on the printer control panel to indicate the current printer status
or situations that might require action. Error codes are numerical, or alphanumerical, and have a set structure
with six characters (example: 13.WX.YZ).
● The first two characters are numeric and represent the system component that is causing the error. For
example, in error code 10.22.15, 10 = Supplies for HP LaserJets.
● The remaining four characters (W, X, Y, and Z values) further define the error.
HP LaserJet and HP PageWide Enterprise error codes are documented in the control panel message document
(CPMD) for each printer.
The CPMD is a comprehensive list of error codes, diagnostic and troubleshooting steps to clear or resolve the
error, and other helpful information such as service mode pins and part numbers.
The CPMD is continually updated and republished with the latest information for the following error codes.
Table 4-1 ERROR CODES: The first two characters
Error code System Component System Error Description
10.WX.YZ Supplies (LaserJet) Supply error or supply memory error.
11.WX.YZ Real-time clock Internal error with the clock on the formatter.
13.WX.YZ Jam (LaserJet) Paper jam or open door jam error.
15.WX.YZ Jam (PageWide) Paper jam or open door jam error.
17.WX.YZ Supplies (PageWide) Supply error or supply memory error.
20.WX.YZ Printer memory Insufficient memory or buffering error.
21.WX.YZ Page Page complexity causing a decompression error when

trying to process job.
30.WX.YZ Scanner Flatbed scanner error occurring inside the unit.
31.WX.YZ Document feeder Document feeder, scanner, or jam error.
4 Chapter 4 Error-code and control-panel-message troubleshooting overview

Table 4-1 ERROR CODES: The first two characters (continued)
32.WX.YZ Backup, restore, or reset Backup, restore, or reset notification or error.
33.WX.YZ Security Backup, Disk, EFI BIOS, Firmware integrity (SureStart),

or Trusted Platform Module (TPM) notification or
error.
40.WX.YZ Input/Output (I/O) Partition manager, secure erase, or USB accessory

error.
41.WX.YZ Fuser, Laser scanner, or Paper path Miscellaneous error including general and misprint or
mismatch errors typically involving (but not limited to)
the fuser, the laser scanner, or the paper path.
42.WX.YZ Firmware Firmware failure involving the Event Log, Shell,

System Manager, or other component.
44.WX.YZ Firmware Firmware failure involving a digital sending

component.
45.WX.YZ OXPd/Web Kit (PageWide) Informational notifications involving the OXPd Web Kit
(communications log).
46.WX.YZ Engine (LaserJet) Engine communication error.
47.WX.YZ Firmware Job parser or printer calibration error.
48.WX.YZ Firmware PJA job accounting, job management, or job pipeline

error.
49.WX.YZ Firmware Firmware communication error.
50.WX.YZ Fuser (LaserJet) Fuser error.
51.WX.YZ Laser scanner (LaserJet) Laser scanner beam error.
52.WX.YZ Laser scanner (LaserJet) Laser scanner startup error.
54.WX.YZ Sensor Sensor error (not jam related).
55.WX.YZ DC controller (LaserJet) DC controller communication error.
56.WX.YZ Paper handling (LaserJet) Paper input/output or accessory error.
57.WX.YZ Fan Fan error.
58.WX.YZ Sensor Engine sensor failure.
59.WX.YZ Motor (LaserJet) Motor error.
60.WX.YZ Tray motor error (LaserJet) Tray lifting or pick up error.
61.WX.YZ Engine (PageWide) Print engine error with the 8–bit data package.
62.WX.YZ System (LaserJet) LaserJet internal system error.
Print bar (PageWide) PageWide print system error.
63.WX.YZ Engine (LaserJet) General engine error (electrical, communication, etc.).
65.WX.YZ Connector Output accessory connection error.
66.WX.YZ Output accessory Output accessory error.
67.WX.YZ Input accessory Input accessory connection error
69.WX.YZ Duplexer Duplexer error.
Error codes (types and structure) 5

Table 4-1 ERROR CODES: The first two characters (continued)
70.WX.YZ DC controller (LaserJet) DC controller firmware error.
80.WX.YZ Managed device Embedded Jetdirect error.
81.WX.YZ Near Field Communication (NFC) Wireless, Bluetooth or internal EIO error.
82.WX.YZ Memory (hard disk, EMMC, etc.) Disk hardware error.
90.WX.YZ Internal diagnostics Internal test of systems (i.e. disk, CPB, display) or
interconnection error.
98.WX.YZ Hard disk Hard disk partition error.
99.WX.YZ Firmware installer Remote Firmware Upgrade (RFU), firmware install

(engine or accessory), or disk error.
6 Chapter 4 Error-code and control-panel-message troubleshooting overview

5 How to search for printer documentation
The CPMD, error codes, and other support documentation for each printer is found on the internal HP portals.
These portals are on WISE for Channel (please see Accessing WISE for HP channel partners on page 7 below
for instructions on how to navigate to the site) and WISE . WISE for Channel is available to HP channel partners
and WISE is available to call agents, service technicians, and other HP internal users. The level of detail available
will depend on your access credentials. To learn how to find support content in WISE, watch the video here.
WISE - How to access and use

Learn how to access and use Web-based Interactive Search Engines (WISE) to locate available support
information. WISE is a repository of technical support documentation including service manuals, user guides,
videos, and general support information.
Accessing WISE
Learn how to access Web-based Interactive Search Engines (WISE) if you are an HP channel partner or an internal
HP user.
Accessing WISE for HP channel partners

Learn how to access WISE if you are an HP Channel Partner.
NOTE: If this is your first visit to the HP Partner First Portal, you will be asked to create an account. Follow the
setup directions using your HP Partner credentials.
1. Open the HP Partner First Portal located at https://partner.hp.com.
How to search for printer documentation 7

2. Select the Services & Support tab, and then select Technical Support.
3. Select Technical Documentation.
4. You will be taken to the WISE portal.
8 Chapter 5 How to search for printer documentation

Play the video:
View a video of how to access WISE (HP channel partners)
Accessing WISE for internal HP users

Learn how to access WISE if you are an internal HP user.
1. Open one of the Web-based Interactive Search Engines (WISE) URLs listed below.
2. Select Commercial from the drop-down menu.
3. You will be taken to the WISE homepage.
AMS
● https://support.hp.com/wise/home/ams-en
● https://support.hp.com/wise/home/ams-es
● https://support.hp.com/wise/home/ams-pt
● https://support.hp.com/wise/home/ams-fr
APJ
● https://support.hp.com/wise/home/apj-en
● https://support.hp.com/wise/home/apj-ja
● https://support.hp.com/wise/home/apj-ko
● https://support.hp.com/wise/home/apj-zh-Hans
● https://support.hp.com/wise/home/apj-zh-Hant
Accessing WISE for internal HP users 9

● https://support.hp.com/wise/home/apj-th
EMEA
● https://support.hp.com/wise/home/emea-en
Play the video:
View a video of how access WISE (internal HP users)
Using WISE to search for error codes

Learn how to use WISE to look up error codes.
NOTE: The model used in the instructional videos is an example. The same steps apply to all printer models.
You will need the printer type (e.g. HP LaserJet), model number (e.g. M607), and bundle option (e.g. dn, dh, z).
Search for error codes using the lookup widget

Learn how to search for a specific error code using the WISE Error Code Lookup widget.
1. Select Products in the navigation bar of the WISE portal home page.
2. Using the type, model number and bundle option of the printer to be repaired, select HP Printers > Type of
Printer > Model Group > Model Number > Bundle Option > Product Number, and then select Launch Product
Detail Page. The PDP page will open.

3. Enter the error code in the widget in the Error Code Lookup area at the bottom-right of the screen and click
the search icon or press the Enter button.
4. Select the desired topic from the search results.
Search for error codes from the WISE home page

Learn how to search for a specific error code from the WISE home page.
Search for error codes from the WISE home page 11

1. Enter the model number in the search field on the WISE home page. The search is predictive, and a
drop-down menu will appear with available selections.
NOTE: Selecting the series item from the drop-down list is recommended for the most accurate search
return.
2. Enter the error code in the search field.
3. Select the desired topic from the search results.
Using WISE to access repair and replace videos for FRUs

Learn how to use WISE to access repair and replace videos for FRUs.

NOTE: The model used in the instructional videos is an example. The same steps apply to all printer models.
You will need the printer type (e.g. HP LaserJet), model number (e.g. M607), and bundle option (e.g. dn, dh, z).
Search for a printer's Product Detail Page (PDP)

Learn how to search WISE for product specific information. Quickly review the steps and then play the video.
1. Select Products in the navigation bar of the WISE portal home page.
2. Using the type, model number and bundle option of the printer to be repaired, select HP Printers > Type of
Printer > Model Group > Model Number > Bundle Option > Product Number, and then select Launch Product
Detail Page. The PDP page will open.
3. Select the link to Videos in the Other Content menu at the bottom-right of the screen.
Search for a printer's Product Detail Page (PDP) 13

4. Select the desired video from the list of videos.
Play the video:
View a video of how to search for the printer's Product Detail Page (PDP)
Perform a model number search using the search function

Learn how to search WISE using the model number. Quickly review the steps and then play the video.
1. Enter the model number in the search field on the WISE home page. The search is predictive, and a
drop-down menu will appear with available selections.
NOTE: Selecting the series item from the drop-down list is recommended for the most accurate search
return.
2. Click the search icon to the right.

3. To refine the search results, select the radio button labeled video in the upper-right portion of the screen.
TIP: To refine video search results, append a part name to the model detail shown in the search bar. For
example, adding the word fuser to the detail in the search bar will return videos related to repair and
replacement of the fuser.
Play the video:
View a video of how to perform a model number search
Perform a model number search using the search function 15

6 Printer service information
Last update: April 12, 2022
Service mode PIN number:
E72525-E72535: 04072517
NOTE: When possible, always update the printer firmware to the latest available version at HP.com as part of
the troubleshooting performed for any of the following errors.
16 Chapter 6 Printer service information

7 Numerical control panel messages
Use the following numerical error message troubleshooting to resolve your issue.
10.WX.YZ error messages

10.wx.yz error messages
Errors in the 10.* family are related to toner cartridges and other supply items that require regular replacement
as part of routine printer maintenance.
Order replacement supplies and install them as necessary. To order parts, go to https://www.hp.com/buy/parts.
Use the following list to identify the supply item affected:
NOTE: Not all printers have all of these supplies.
● 10.00.XX = Black toner cartridge
● 10.01.XX = Cyan toner cartridge
● 10.02.XX = Magenta toner cartridge
● 10.03.XX = Yellow toner cartridge
● 10.10.XX = Transfer roller
● 10.22.XX = Transfer Belt
● 10.23.XX = Fuser kit
● 10.31.XX = Toner collection unit
● 10.39.XX = Document feeder kit
● 10.99.XX = One or more supply items have been installed
Recommended action
Follow these troubleshooting steps in the order presented.
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, contact your
HP-authorized service or support provider, or contact HP support at www.hp.com/go/contactHP.
To order parts, go to https://www.hp.com/buy/parts.
Numerical control panel messages 17

1. For toner cartridges:
a. Remove and reinstall the cartridge.
b. Check the electronic chip on the cartridge if it is visible. If the chip is damaged, replace the toner
cartridge.
c. If print quality is unacceptable, or if printing cannot continue, replace the toner cartridge.
2. For the transfer kit:
a. Remove and then reinstall the transfer unit.
b. If print quality is unacceptable, or if printing cannot continue, replace the transfer kit.
3. For the fuser kit:
a. Remove and then reinstall the fuser.
CAUTION: The fuser might be hot.
b. If print quality is unacceptable, or if printing cannot continue, replace the fuser kit.
4. For the toner collection unit:
a. Remove the toner collection unit and reinstall it.
b. If the toner collection unit is nearly full, replace it with a new one. Using a toner collection unit until it is
overfilled can damage the printer.
5. For the document feeder kit:
a. Open the document feeder top cover and inspect the rollers for obvious dirt or wear. Clean the rollers
if necessary.
b. Install a new roller kit.
10.00.03 or 10.00.05
Supply memory error
● 10.00.03 Black Cartridge; Supply memory error
● 10.00.05 Black Drum; Supply memory error
Supply memory errors may occur resulting in the device being down until the affected supplies can be replaced.
Recommended action for customers
1. Access the printers Store Usage Data menu using any remote monitoring tool or on the control panel within
the “Settings” > “Manage Supplies” > “Store Usage Data” > menu and check to see if it is set to “Not on
supplies”.
2. If the printer is set to “Not on supplies” please contact support to upgrade FW.
Recommended action for call-center agents and onsite technicians

IMPORTANT! Please check the following emerging issue document to see if it pertains to issue the customer is
having.
18 Chapter 7 Numerical control panel messages

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E82560, E82540du-E82560du,
E87640-E87660, E87640du-E87660du - 10.0X.03 Supply Memory Error
1. Ensure the menu setting for the supplies has not been changed to “Not on supplies”.
This can be accessed by any remote monitoring tool or also changed on the control panel within the
“Settings” > “Manage Supplies” > “Store Usage Data” > menu and setting “Not on supplies”.
2. If set to "Not on supplies", change this setting back to the default value of “On Supplies”.
3. Upgraded to FW version FutureSmart 4.5.4 or newer.
NOTE: For more information on this error please go to: HP LaserJet Managed MFP E72525-E72535,
E82540-E82560 - 10.00.03, 10.00.05 error on control panel
4. If the error persists or you have any further issues please elevate this issue using the Standard Support
Process.
10.00.15 Install Supply

The toner cartridge is not installed or is installed incorrectly.
1. Replace or install the toner cartridge.
2. If the toner cartridge is installed in the printer and the message appears, remove and reinstall the toner
cartridge. Ensure the toner cartridge is correctly installed and seated.
3. If the error persists, please contact customer support.
NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.
1. Replace or install the toner cartridge.
2. If the toner cartridge is installed in the printer and the message appears, remove the toner cartridge and
check the following:
a. If the cartridge comes out automatically, check the toner cartridge latching hook.
10.00.15 Install Supply 19

b. Check if the CRUM connector of the toner cartridge is broken or assembled abnormally. Rotate the
toner gear to ensure it moves freely.
c. If the CRUM connector is pushed into the toner cartridge, try to pull it out it, and then ensure it is
seated correctly.
d. If the CRUM connector is damaged or the gear does not move freely, replace the toner cartridge.
Part number: X3A65-67901
e. Reinstall the toner cartridge and ensure it is correctly installed and seated.
3. If the error persists, with the toner cartridge out check for CRUM connector installation problems inside the
printer.
a. Check if the CRUM connection is installed correctly.
b. If the connector is not installed correctly, open the rear cover and re-install the connector.
c. If the connector is damaged, replace it.
Part number: JC92-02164A
10.00.25 Wrong cartridge

The toner cartridge is not compatible with the printer.
1. Open the front cover. Remove the toner cartridge.
2. Replace the toner cartridge with the correct toner cartridge for the printer.
3. If a genuine HP supply is not installed, replace it with a new HP supply.
1. Open the front cover. Remove the toner cartridge.

2. Replace the toner cartridge with the correct toner cartridge for the printer.
10.00.35 Incompatible toner cartridge

The black toner cartridge installed is not a genuine HP supply or is otherwise incorrect, or a connection error
causes the information to be read incorrectly.
1. Open the front cover. Remove and reinstall the toner cartridge to make sure it is correctly installed.
2. Print the supply information report and check the supply information.
1. Open the front cover. Remove the toner cartridge and check whether there are any foreign substances on
the connector or the port.
2. Reinstall the toner cartridge and see if the message has cleared.
3. Print the supply information report and check the supply information to ensure it is compatible with the
printer.
10.00.60 Toner low

The printer indicates when the toner supply level is low. Actual cartridge life might vary. You do not need to
replace the cartridge at this time unless print quality is no longer acceptable.
Toner supply is inadequate as the remaining toner is between 10% and 30%. The toner is expected to run short
soon because the remaining toner is reaching 0%.
This error occurs every time that you try to use the printer.
1. If the print quality is no longer acceptable, replace the toner cartridge.
2. Order a new toner cartridge right away because a toner cartridge with a level of “Low” will be exhausted
soon.
10.00.35 Incompatible toner cartridge 21

2. Order a new toner cartridge right away because a toner cartridge with a level of “Low” will be exhausted
soon.
10.00.69 Toner empty

The black toner cartridge is empty.
The printer cannot draw toner from the toner cartridge.
There is no toner remaining in the toner cartridge. The remaining volume is 0% (cartridge lifespan surpassed).
This error occurs every time that you try to use the printer.
1. Replace the toner cartridge.
a. Open the front cover.
b. Remove the toner cartridge.
c. Install the new toner cartridge.
d. Close the front cover.
NOTE: After an HP supply has reached the very low threshold, the HP Premium Protection Warranty ends
and the customer is responsible for replacing the supply.
2. If the error persists with a new cartridge, check if the toner reservoir is blocked. If the toner reservoir is
blocked, clean the reservoir or replace it as needed.
Toner reservoir (duct) part number: JC93-00917A

For instructions: See the Repair Service Manual for this product.
3. Check the toner supply motor operation and the toner duct motor.
a. Open the following menus:
● Support Tools

● Service
NOTE: The service PIN for this printer is: 04072517
● Service Tools
● Diagnostics
● Engine Diagnostics
● Engine Test Routines
b. Run test 100–0000 Main BLDC Motor.
NOTE: You must press Enter two times to start the motor test. The test will only run for a short
period. Check the status on the control panel.
c. Run test 100–0480 Duct Motor to test the motor and duct drive unit.
NOTE: You must press Enter two times to start the motor test. The test will only run for a short
period. Check the status on the control panel.
d. If either motor does not function correctly, replace it.
Toner duct motor part number: JC93-00450B

Toner duct drive part number: JC93-00451A
Main drive part number: JC93-00912A
4. Replace the developer unit as needed.

5. Reset the developer unit kit count.
● Support Tools
● Service
● Service Tools
b. On the Information tab, select Supply Status.
c. Select Field Replaceable Unit, and then select Development Unit.
d. Select Developer. Press Reset to clear the developer unit count.
Recommended action for call-center agents and onsite technicians 23

e. After performing the reset, you must run the toner concentration initialization by selecting TC Init in
the same menu screen.
f. Exit service mode by touching the home button.
10.00.90 Toner supply error

The toner supply in the toner cartridge is malfunctioning. The toner sensor indicates that the toner in the
development unit is insufficient.
The toner sensor indicates that the toner in the development unit is insufficient. There is no toner in the toner
cartridge or the toner supply line is blocked. A circuit fault such as a fault in the toner supply motor or the toner
sensor occurs.
59.1X.C0
59.1X.B0
1. Open the front door, then close.
2. If the problem persists, open the front door. Distribute toner evenly in the cartridge.
c. Shake the toner cartridge horizontally side to side to distribute the toner evenly inside the cartridge.
NOTE: Avideo showing toner cartridge installation, including instructions on how to rock the
cartridge, is available on YouTube.

d. If the toner cartridge is damaged, replace it.
e. Reinstall the toner cartridge and close the front cover.
3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
Recommended action for call-center agents
2. If the error is a 10.00.93, check that the toner sealing tape was removed from the toner cartridge.
Recommended action for call-center agents 25

a. Open the front door of the
printer.

b. Grasp the end of the cartridge and pull it straight out to remove
it
c. If the sealing tapes are still installed, pull them out of the
cartridge.
3. Distribute toner evenly in the cartridge.

printer.
b. Grasp the end of the cartridge and pull it straight out to remove it
c. Shake the toner cartridge horizontally side to side to distribute the toner evenly inside the
cartridge.
d. Reinstall the toner cartridge and close the front cover.

4. If the error persists, send onsite technician with the toner cartridge.
Toner cartridge part number: X3A65-67901
Recommended action for onsite technicians
2. If the problem persists, open the front cover. Distribute toner evenly in the cartridge.
cartridge.
Recommended action for onsite technicians 29

3. If the error persists, vacuum toner from the toner duct to clear any potential
blockage
4. If the error persists, replace the toner duct.
Toner duct Part number: JC93-00917A

For instructions: Removal and replacement: Toner duct
5. If the error persists, replace the developer unit as needed.

For instructions: Removal and replacement: Developer unit
● Support Tools
● Service
● Service Tools
7. If the error persists, replace the toner cartridge as needed.

8. If the error continues, elevate the case using standard support processes.
10.00.90 Toner supply error

The toner supply in the toner cartridge is malfunctioning. The toner sensor indicates that the toner in the
development unit is insufficient.
The toner sensor indicates that the toner in the development unit is insufficient. There is no toner in the toner
cartridge or the toner supply line is blocked. A circuit fault such as a fault in the toner supply motor or the toner
sensor occurs.
59.1X.C0
59.1X.B0
2. If the problem persists, open the front door. Distribute toner evenly in the cartridge.
c. Shake the toner cartridge horizontally side to side to distribute the toner evenly inside the cartridge.
NOTE: A video showing toner cartridge installation, including instructions on how to rock the
cartridge, is available on YouTube.
10.00.90 Toner supply error 31

d. If the toner cartridge is damaged, replace it.
e. Reinstall the toner cartridge and close the front cover.
2. If the error is a 10.00.93, check that the toner sealing tape was removed from the toner cartridge.

printer.

b. Grasp the end of the cartridge and pull it straight out to remove
it
c. If the sealing tapes are still installed, pull them out of the
cartridge.
3. Distribute toner evenly in the cartridge.

printer.
b. Grasp the end of the cartridge and pull it straight out to remove it
cartridge.

4. If the error persists, send onsite technician with the toner cartridge.
2. If the problem persists, open the front cover. Distribute toner evenly in the cartridge.
cartridge.

3. If the error persists, vacuum toner from the toner duct to clear any potential
blockage
4. If the error persists, replace the toner duct.
Toner duct Part number: JC93-00917A


● Support Tools
● Service
● Service Tools

10.05.15 Drum unit not installed

The drum unit is not installed or not installed correctly in the printer.
1. Turn the printer off, and then on.
1. Check the drum unit.
b. Remove the toner collection unit.
c. Open the right door.
d. Remove the drum unit and check whether there are any foreign substances on the connector or the
port.

e. Reinstall the drum unit.
f. Install the toner collection unit.
g. Close the front cover.
2. If the message remains, ensure the drum unit is the correct one for the printer, or try a new drum unit.

3. If the drum unit is replaced, reset the kit count.
● Support Tools
● Service
● Service Tools
c. Select Field Replaceable Unit, and then select Imaging Unit.
d. Select the correct Drum Unit.
e. Press Reset to clear the unit count.
10.05.25 Invalid drum unit

The drum unit is not compatible with the printer.
The CRUM information of drum unit is color, but this is a monochrome printer.
10.05.25 Invalid drum unit 39

port.
2. If the drum unit is not a genuine HP supply, replace it with a new one.

● Support Tools
● Service

● Service Tools
10.05.35 Invalid drum unit

The drum unit is not compatible with this printer.
This error might cause a hard stop. You must check whether the drum unit in the printer is a genuine HP supply.
10.05.35 Invalid drum unit 41

port.
2. If the drum unit is not a genuine HP supply, replace it with a new one.

● Support Tools
● Service
● Service Tools
10.05.60 Drum unit low

The drum unit is approaching the end of its lifespan.
The remaining lifespan of the drum unit is approaching 0%. The image quality might not be acceptable.

port.
Recommended action for customers 43

2. If its life is at the end, replace the drum unit with a new one.

● Support Tools
● Service
● Service Tools
10.05.69, 10.05.70 Drum unit worn

The lifespan of the drum unit is more than the permitted value.
The drum unit is past its usable life and needs to be replaced.
1. Remove the drum unit.

port.
e. Replace the drum unit with a new one.

2. Reset the kit count.
● Support Tools
● Service
● Service Tools

10.10.60 Transfer roller low

The printer indicates that the lifespan of the transfer roller is between 30% and 1%. The printer can still operate.
1. Replace the transfer roller.
a. Replace the transfer roller.
b. Open the side cover.
c. Replace the transfer roller with a new one.

d. Close the side cover.
● Support Tools
● Service
● Service Tools
● On the Information tab, select Supply Status.
● Field Replaceable Unit
b. Select Transfer Roller/T2 Roller.
c. Select Transfer Roller. Press Reset to clear the roller count.
d. Exit the service mode by touching the home button.

10.10.69, 10.10.70 Transfer roller worn
The lifespan of the transfer roller is expired, but the printer still operates.
The lifespan of the transfer roller (by page count) has expired (the remaining volume is 0%).

1. Replace the transfer roller.
a. Open the side cover.
b. Replace the transfer roller with a new one.

c. Close the side cover.
● Support Tools
● Service
● Service Tools
● On the Information tab, select Supply Status.
b. Select Transfer Roller/T2 Roller.
c. Select Transfer Roller. Press Reset to clear the roller count.
10.23.15, 10.26.15 Fuser assembly not installed

The fuser assembly is either not installed, or not correctly installed in the printer.

10.10.69, 10.10.70 Transfer roller worn 47

1. Turn the printer off, and then remove and reinstall the fuser. Turn the printer on.
2. If the error persists, check the fuser’s three connectors to make sure they are seated correctly. If the
connectors in the printer are damaged, replace the part.
Part number: JC39-02089B
3. If the error persists, replace the fuser unit.
110V fuser part number: JC82-00479A

4. Reset the fuser kit count.
● Support Tools
● Service
● Service Tools
● On the Information tab, select Supply Status
b. Select Fuser.

c. Select Fuser Kit. Press Reset to clear the kit count.
10.23.35, 10.26.35 Incompatible fuser assembly

The fusing assembly is not compatible with the printer.

1. Install a fuser assembly that is designed for this printer.

● Support Tools
● Service
● Service Tools
b. Select Fuser.
10.23.69, 10.23.79 or 10.26.69, 10.26.70 Fuser assembly worn

An alarm indicates that the lifespan of the fuser is expired.

10.23.35, 10.26.35 Incompatible fuser assembly 49

1. Replace the fuser assembly.

NOTE: You need to replace the fuser, but the printer may continue to operate normally.
● Support Tools
● Service
● Service Tools
b. Select Fuser.
10.31.15 Toner collection unit not installed

The printer indicates that the toner collection unit is not installed.
1. Install a new toner collection unit.

b. Check if the toner collection unit is installed correctly.
c. Reinstall or install a new toner collection unit.
1. Open the front cover.
2. Check if the toner collection unit is installed correctly.

3. Check the toner collection unit sensors, tab and reflector.
4. Check if the toner collection unit sensor operates correctly.
● Support Tools
● Service
● Diagnostics
b. Test the toner collection unit LED with service test 100–0241.
c. Test the toner collection unit full sensor with service test 100–0250.
d. If the toner collection unit sensor or LED is defective, replace the toner collection unit sensor.

5. If the problem persists, replace the toner collection unit with new one.
10.31.60, 10.31.69 Toner collection unit full

The toner collection unit is almost full.
The toner collection unit is between 90% and 99% of its capacity.
1. If the "Toner Collection Unit Almost Full" appears shortly after installing the unit, then upgrade to firmware
version 4.6 or later from HP.com.

2. For all other occurrences, install a new toner collection unit.
c. Install a new toner collection unit.
Recommended action for call-agent and onsite technicians
2. For all other occurrences, open the front cover.
3. Check if the toner collection unit is installed correctly.
4. Remove the toner collection unit.
Recommended action for call-agent and onsite technicians 53

5. Check the toner collection unit sensors, tab and reflector.
6. Check if the toner collection unit sensor operates correctly.
● Support Tools
● Service
● Diagnostics
b. Test the toner collection unit LED with service test 100–0241.
c. Test the toner collection unit full sensor with service test 100–0250.
d. If the toner collection unit sensor or LED is defective, replace the toner collection unit sensor.

7. If the problem persists, replace the toner collection unit with new one.
10.32.60 Developer unit low

The volume in the developer unit is low. This error occurs every time that you try to use the printer.

1. Replace the developer unit.
b. Remove the developer unit.
c. Install a new developer unit.

● Support Tools
● Service
● Service Tools
c. Select Field Replaceable Unit, and then select Development Unit (Developer).
10.32.69, 10.32.70 Developer unit empty

The volume in the developer unit exceeds the permitted limit. This error occurs every time that you try to use the
printer.
1. Replace the developer unit.
b. Remove the developer unit.

c. Install a new developer unit.

● Support Tools
● Service
● Service Tools
c. Select Field Replaceable Unit, and then select Development Unit (Developer).

11.* errors
Errors in the 11.* family are related to the printer real-time clock.

Use the following general troubleshooting steps to try to resolve the problem.
1. Set the time and date on the printer control panel.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.
1. Set the time and date on the printer control panel.
2. If the error persists, remove and reinstall the formatter. Make sure it is fully seated.

3. If the error still persists, replace the formatter.

13.* errors
Errors in the 13.* family are related to jams.
More than 1000 unique error codes are possible. Use the following information to understand the jam code. Not
all codes apply to all printers.
Message format: 13.WX.YZ
● W represents the jam location.
● X represents the sensor or door that triggered the jam.
● Y represents the jam condition (delay, stay, wrap, etc.)
● Z represents the paper source, fuser mode, or destination
Table 7-1 Potential values for W and X
W Jam location X Sensor or door
A Input area 0 Envelope feeder
A Input area 1 Tray 1 feed (unless Tray 1 feed is the registration

sensor)
A Input area 2 Tray 2 feed (unless Tray 2 feed is the registration

sensor)
A Input area 3 Tray 3 feed
A Input area 7 Optional tray exit sensor
A Input area A Door 1
A Input area B Door 2
A Input area C Door 3
A Input area D Door 4
A Input area E Door 5
A Input area F Multiple sensors or doors
B Image area 0 Media sensor for forbidden transparencies
B Image area 2 Registration/top of page
B Image area 3 Top of page
B Image area 4 Loop
B Image area 5 Fuser input
13.* errors 57
Table 7-1 Potential values for W and X (continued)
B Image area 9 Fuser output
B Image area A Door 1
B Image area B Door 2
B Image area F Multiple sensors or doors
C Switchback area (between the fuser and the output bin) 1 Intermediate switchback sensor
C Switchback area (between the fuser and the output bin) 2 Switchback media stay sensor
C Switchback area (between the fuser and the output bin) 3 Paper delivery sensor
D Duplex area 1 Duplex switchback
D Duplex area 2 Duplex delivery
D Duplex area 3 Duplex refeed
D Duplex area A Door 1 (if different than the imaging area)
D Duplex area B Door 2 (if different than the imaging area)
D Duplex area F Multiple sensors or doors
E Output or intermediate paper transport unit (IPTU) area 1 Output bin full sensor
E Output or intermediate paper transport unit (IPTU) area 2 IPTU feed sensor 1
E Output or intermediate paper transport unit (IPTU) area 3 IPTU sensor 2
E Output or intermediate paper transport unit (IPTU) area 4 IPTU sensor 3
E Output or intermediate paper transport unit (IPTU) area 5 IPTU bin full sensor 4
E Output or intermediate paper transport unit (IPTU) area 6 Output sensor
E Output or intermediate paper transport unit (IPTU) area A Door 1
E Output or intermediate paper transport unit (IPTU) area F Multiple sensors or doors
F Multiple subsystems (occurs when paper is stuck in F Multiple sensors or doors

several areas)
1 Jetlink input device 4 Tray 4 feed sensor
1 Jetlink Input device 5 Tray 5 feed sensor
1 Jetlink Input device A Door 1
1 Jetlink Input device B Door 2
1 Jetlink Input device F Multiple sensors or doors
2 Buffer pass unit 0 Buffer pass inlet sensor
2 Buffer pass unit 9 Buffer pass exit sensor
2 Buffer pass unit A Door 1

3 Page insert unit 0 Page insertion inlet sensor
3 Page insert unit 1 Page insertion tray 1 feed sensor
3 Page insert unit 7 Output path feed sensor
3 Page insert unit 9 Page insertion exit sensor
3 Page insert unit A Door 1
4 Punch unit 0 Puncher inlet sensor
4 Punch unit 1 Puncher jam sensor
4 Punch unit 9 Puncher exit sensor
4 Punch unit A Door 1
5 Folding unit 0 Folder inlet sensor
5 Folding unit 1 Folder sensor
5 Folding unit 9 Folder exit sensor
5 Folding unit A Door 1
6 Stacker unit 0 Stacker inlet sensor
6 Stacker unit 4 Stacker outlet sensor
6 Stacker unit 7 Stacker switchback entrance sensor
6 Stacker unit 8 Stacker switchback registration sensor
6 Stacker unit 9 Stacker switchback lower sensor
7 Multi-bin mailbox (MBM) unit 0 MBM inlet sensor
7 Multi-bin mailbox (MBM) unit 1 MBM middle sensor
7 Multi-bin mailbox (MBM) unit 9 Stapler sensor
7 Multi-bin mailbox (MBM) unit A Door 1
7 Multi-bin mailbox (MBM) unit B Door 2
7 Multi-bin mailbox (MBM) unit C Door 3
7 Multi-bin mailbox (MBM) unit F Multiple sensors or doors
8 Stapler/stacker (SS) unit 0 SS inlet sensor
8 Stapler/stacker (SS) unit 1 SS Bin Z
8 Stapler/stacker (SS) unit 3 SS unit middle sensor
8 Stapler/stacker (SS) unit 4 SS unit outlet sensor 1
8 Stapler/stacker (SS) unit 5 SS unit outlet sensor 2
8 Stapler/stacker (SS) unit 9 Stapler sensor
13.* errors 59
8 Stapler/stacker (SS) unit A Door 1
8 Stapler/stacker (SS) unit B Door 2
9 Booklet maker unit 0 Booklet maker input sensor
9 Booklet maker unit 2 Booklet maker feed sensor 2
9 Booklet maker unit 2 Booklet maker feed sensor 3
9 Booklet maker unit 4 Booklet maker delivery sensor
9 Booklet maker unit 5 Booklet maker vertical paper path sensor
9 Booklet maker unit 6 Booklet unit front staple sensor
9 Booklet maker unit 7 Booklet unit rear staple sensor
9 Booklet maker unit 8 Booklet unit outlet sensor
9 Booklet maker unit A Door 1
9 Booklet maker unit B Door 2
9 Booklet maker unit C Door 3
9 Booklet maker unit F Multiple sensors or doors
0 Unknown 0 Unknown
Table 7-2 Potential values for Y (jam condition)
Y Jam condition
0 Unknown
1 Unexpected sheet (duplex)
2 Staple jam
3 Jam caused by an open door (duplex)
4 Stay jam (the page never left the tray – duplex)
A Stay jam (the page never left the tray – simplex)
B Multifeed
C Wrap
D Delay (the page did not reach the sensor within the expected time – simplex)
E Door open
F Residual (paper is detected in the paper path when it should not be there)
The information represented by the value for Z depends on where the paper is in the paper path.

Table 7-3 Potential values for Z (source, fuser mode, or destination)
Paper location Z Source, fuser mode, or destination
When paper has not reached the fuser, Z represents the paper 1 Tray 1
source.
Z represents the paper source. 2 Tray 2
Z represents the paper source. D Duplexer
Z represents the paper source. E Envelope feeder
When paper has reached the fuser, is in the duplex path, or in 0 Photo 1, 2, or 3
the output path, Z represents the fuser mode.
Designated 2 or 3
Jams can occur when there is a mismatch between the actual
paper and the fuser mode setting.
Z represents the fuser mode. 1 Normal (automatically sensed rather than based on the paper
type set at the control panel)
Z represents the fuser mode. 2 Normal (based on the paper type set at the control panel)
Z represents the fuser mode. 3 Light 1, 2, or 3
Z represents the fuser mode. 4 Heavy 1
Z represents the fuser mode. 7 Glossy 1
Z represents the fuser mode. A Glossy Film
Z represents the fuser mode. B Transparency
Z represents the fuser mode. C Label
Z represents the fuser mode. D Envelope 1, 2, or 3
Z represents the fuser mode. E Rough
When paper has entered the output bin, Z represents the 0 Unknown bin
output bin, numbered from top to bottom.
Z represents the output bin 1 Bin 1
13.* errors 61
Table 7-3 Potential values for Z (source, fuser mode, or destination) (continued)
Paper location Z Source, fuser mode, or destination
All paper locations E Door open jam
All paper locations F Residual jam
All paper locations 0 Forbidden OHT jam (when Y=2)

1. Follow the instructions on the control panel to clear the jam. Check for paper in all possible jam locations.
2. Verify that no doors are open.
3. Check the paper tray to make sure paper is loaded correctly. The paper guides should be adjusted to the
correct size, and the tray should not be filled above the maximum fill marks or tabs.
4. Make sure the type and quality of the paper being used meets the HP specifications for the printer.
5. Use a damp, lint-free cloth to clean the rollers in the appropriate tray. Replace rollers that are worn.
6. Open all doors and covers and ensure the paper path is completely clear of paper or obstructions.
To prevent future paper jams in the printer, follow these recommendations:
● Use only paper that meets HP specifications for this printer.
For more information, refer to the printer User Guide or the HP LaserJet Print Media Guide.
● Make sure the printing environment is within recommended specifications.
● Do not use paper that is wrinkled, folded, or damaged.
● Do not overload the tray with paper.
● Make sure that the paper guides in the tray are adjusted correctly for the size of paper.
● Make sure that the tray is fully inserted in the printer.
● If printing on heavy, embossed, or perforated paper, use the manual feed feature and feed sheets one at a
time.
● Open the Trays menu on the printer control panel. Verify that the tray is configured correctly for the paper
type and size.

1. Follow the instructions on the control panel to clear the jam. Check for paper in all possible jam locations.
2. Verify that no doors are open.
3. Check the paper tray to make sure paper is loaded correctly. The paper guides should be adjusted to the
correct size, and the tray should not be filled above the maximum fill marks or tabs.
4. Verify that the paper meets specifications for this printer.
5. Use a damp, lint-free cloth to clean the rollers in the appropriate tray. Replace rollers that are worn.
6. If the issue persists, open the Administration > Troubleshooting > Diagnostic Tests > Component Test menu,
and perform the appropriate pickup/feed motor drive test. Replace the pickup assembly if the test fails.
7. Perform the Tray/Bin Manual Sensor test to verify the sensors are functioning. If the sensors fail the test,
first verify that all connections on the DC controller are correctly seated. If possible, replace the sensor or
assembly it is associated with.
8. If the sensors pass the test, look for blockage or damaged parts and replace any damaged parts.
9. If the error persists, elevate the case using the Standard Support Process.
13.A3.A3
A paper stay jam occurred from tray 3.
The paper failed to leave the tray 3 pickup jam sensor when feeding from tray 3.
1. Open the right door. Remove any jammed paper from the area.
2. Open tray 3 and remove any jammed paper from the tray.

3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The arrow on
the guide should line up exactly with the line connected to the paper size designation. Ensure that the tray
is not filled above the fill mark on the tray.
4. Check the tray 3 pick-up and feed rollers for wear, damage, or paper dust. Clean rollers with a damp, lint free
cloth.
4. Check the tray 3 pick-up and feed rollers.
a. Check the rollers for wear, damage, or paper dust.
b. Check if the pick-up/reverse/forward rollers are assembled correctly.

c. If the rollers are dirty clean them with a damp, lint free cloth.
d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

5. If pick up/reverse/forward rollers are good, check the pickup unit.
a. Remove trays 2 and 3 from the printer.
b. Push on the pickup actuator to see if it operates correctly. The pickup roller should drop down when
pushed.
c. If the pick rollers do not drop down correctly, replace the main frame second pickup unit.

6. If pickup drop down functions correctly, check the tray 3 pickup jam detection sensor.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 102-0300, T3 Feed Sensor.

c. Trip the tray 3 feed sensor as shown in the following image to ensure that it is functioning correctly.
d. If the sensor test fails, clean the sensor with a damp cotton swab and retest the sensor.
Figure 7-1 Clean feed sensor (Call-out 3)
Call-out 1: Registration sensor

Call-out 2: Tray 2 feed sensor
NOTE: If the feed sensor was dirty or contaminated, the 2 other sensors might be also and should be
cleaned.

Figure 7-2 Example of dust contaminated sensor
e. If the sensor test fails again, check the wire harness between the tray 3 feed sensor and main board
PCA.
f. If the wire harness is good, replace the sensor.
Part number: 0604-001381
7. If sensor functions correctly, test the pickup unit.
a. Run test 100-0380, Tray 3 Pickup Motor.
b. Check if the cable harness from the input unit to the main board PCA is connected correctly.
c. If the connection is OK replace the tray 3 main frame pickup.
8. If the error persists, test the main motor.
a. Run test 100-0000, Main BLDC Motor.
b. Check if the cable harness from the main motor to the main board PCA is connected correctly.
c. If the connection is OK replace the main motor or the main drive.
Main motor part number: JC31-00123A

9. Check the paper path between tray 3 and the registration area for obstructions or damage. If damaged
parts are found replace them. See the service manual for instructions.
13.A3.D3
A paper delay jam occurred from tray 3.
The paper failed to reach the tray 3 pickup jam sensor when feeding from tray 3.
13.A3.D3 67
cloth.


pushed.
c. If the pick rollers do not drop down correctly, replace the main frame second pickup.

● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 102-0300, Tray 3 Feed Sensor.
e. If the sensor test fails again, check the wire harness between the tray 3 feed sensor and main board
PCA.
7. If sensor functions correctly, test the pickup unit.
c. If the connection is OK replace the tray 3 main frame pickup.


13.A3.D4
A paper jam occurred from tray 4.
The paper did not reach the tray 3 pickup feed jam sensor when printing from tray 4.
1. Check the location of the jammed paper (engine right door and/or tray 4).
2. Remove the jammed paper. Refer to the images below for each location.
NOTE: Do not close the right door or tray until step 5.
Figure 7-3 Open the Dual-Cassette Department Feeder (DCF)
13.A3.D4 71
Figure 7-4 Open the 2,000-sheet HCI Feeder
Figure 7-5 Open the Engine Right Door

Figure 7-6 Open the Dual-Cassette Department Feeder (DCF) Tray 4
Figure 7-7 Open the 2,000-sheet HCI Feeder Tray 4

3. Ensure that the tray width guides are set to the correct paper size being loaded in the tray. The arrow on the
guide should line up exactly with the line connected to the paper size designation.
Figure 7-8 Paper size guides in the DCF Tray 4
Figure 7-9 Paper size guides in the 2,000-sheet HCI Feeder Tray 4

4. Ensure that the tray is not filled above the fill-mark.
Figure 7-10 Paper fill-mark on the DCF Tray 4
Figure 7-11 Fill mark on the 2,000-sheet HCI Tray 4
5. Close the right door and tray. The printer will attempt to feed the paper.
Check to see if a jam occurs again, and if it does, check the event code.
6. Make sure the paper type is supported by the printer.
7. Make sure the paper that is loaded in the tray matches the paper settings (size, type, weight) on the printer.
8. Make sure the paper is in good condition. Do not use damaged, wrinkled, or wet paper. Avoid using paper
that has previously been printed on. Test using fresh paper.
9. If the error persists, contact HP Customer Support.





9. If the error persists, perform one of the following actions:
● Call-center agent: Dispatch a technician for onsite service and order the following part:
Part name: Tray 2-x rollers
● Onsite technician: Continue to the next step.
10. Check the Tray 3 Feed Sensor:
a. On the printer control panel, open the following menus:
i. Support Tools
ii. Service
NOTE: The Service PIN for this printer is 04072517.
iii. Service Tools
iv. Diagnostics
v. Engine Diagnostics
vi. Engine Test Routines

b. Run test 102–0300, Tray 3 Feed Sensor.
c. Trip the Tray 3 Feed Sensor (as shown in the image below) to ensure that it is functioning correctly.
Figure 7-21 Trip the Tray 3 Feed Sensor
d. If there is no paper, the status will be "Low," and if there is paper, the status will be "High."
Figure 7-22 Sensor locations
● Callout 1: Regi Sensor
● Callout 2: Tray 2 Feed Sensor
NOTE: If the feed sensor is dirty or contaminated, the other two sensors might also be dirty and
should be cleaned.

Figure 7-23 Example of a dust contaminated sensor
e. If the sensor test fails, check the wire harness between the Tray 3 Feed Sensor and the main board
PCA.
If the wires are good, replace the feed sensor.

Feed sensor part number: 0604-001381
f. If the Tray 3 Feed Sensor has been replaced and the sensor still does not function correctly, replace
the Main Board PCA.
Main Board PCA part number: JC82-00541A

For instructions:
Or, see the Service Manual for the printer.
11. Check the Tray 4 pickup and feed rollers.
a. Check the rollers for wear, damage, or dust.
If the rollers are dirty, clean them with a damp, lint-free cloth.

b. Check the pickup/reverse/forward rollers and make sure they are assembled correctly.
Figure 7-24 Hook fixed position
Figure 7-25 Release the roller

c. Check the count of the rollers from the Service Mode menu.
Figure 7-26 Count of rollers in Service Mode
d. If the pickup/reverse/forward rollers are worn out or contaminated, replace the defective roller.
Tray 2-x rollers part number: X3A83-67915

For instructions:
e. Replace the Tray 4 Pick-up Roller Assembly.
Tray 4 Pick-up Roller Assembly part numbers:
● JC93-00513A (DCF)
● JC90-01727A (HCI)
12. If the error persists and paper is found inside the printer engine, check the main motor:
c. If the connection is OK, replace the main motor or the main drive.

For instructions:
13. Check the Tray 4 pickup motor.
a. Run test 100-0390, Tray 4 Pick-Up Motor. Listen for the Tray 4 motor and ensure that the pickup roller
is rotating freely.
b. If the tray 4 motor does not function correctly, check the wire harness connection on the tray 4 pickup
drive unit.

c. If the tray 4 wire harness has no defects, replace the tray 4 pickup motor or pickup drive unit.
Pickup motor part number: JC93-00452A

Pickup drive part number: JC93-00442C
For instructions:
Removal and replacement: Pickup drive unit 4, or see the Service Manual for the printer.
14. If the error persists, please contact the GBU with information, such as the JDP Log and Reports.
13.A3.D5
The paper did not reach the tray 3 pickup feed jam sensor when printing from tray 5.
13.A3.D5 85



4. Ensure that the stack of paper is not filled above the fill-mark.

i. Support Tools
ii. Service
iii. Service Tools
iv. Diagnostics

should be cleaned.

PCA.

the Main Board PCA.

For instructions:
11. Check the Tray 5 pickup and feed rollers.
b. Check the pickup/reverse/forward rollers and make sure they are assembled correctly.

d. If the pickup/reverse/forward rollers are worn out or contaminated, replace the defective roller.

For instructions:
e. Replace the Tray 5 Pick-up Roller Assembly.
Tray 5 Pickup Roller Assembly part number: JC93-00513A
12. If the error persists and paper is found inside the printer engine, check the main motor:

c. If the connection is OK, replace the main motor or the main drive.

For instructions:
13. Check the Tray 5 pickup drive unit.
a. Remove Tray 5.
b. Run test 100-0400, Tray 5 Pick-Up Motor. Listen for the Tray 5 motor and ensure that the pickup roller
is rotating freely.
c. If the tray 5 motor does not function correctly, check the wire harness connection on the tray 5 pickup
drive unit.
d. If the tray 5 wire harness has no defects, replace the tray 5 pickup motor or pickup drive unit.

Pickup drive part number: JC93-00442C
For instructions: Removal and replacement: Pickup drive unit 5 (see the Service Manual for the printer).
13.A3.FF
A residual jam occurred at the tray 3 pickup feed jam sensor.
1. Open the right door and remove any jammed paper from the area.
Figure 7-41 Open the right door

2. Print a test job to see if the same paper jam occurs.
3. If the paper jam reoccurs, make note of the jam error code and then contact HP Customer Support.
3. If the paper jam reoccurs, perform one of the following actions:
● Call-center agent: Make note of the jam event code and then dispatch a technician for onsite service.
Order the appropriate replacement part(s) for the specific event code.
i. Support Tools
ii. Service
iii. Service Tools
iv. Diagnostics

should be cleaned.

PCA.

the Main Board PCA.

For instructions:
13.A4.A4
A paper stay jam occurred from tray 4 of the dual cassette feeder (DCF).
1. Open the dual cassette feeder (DCF) right cover. Remove any jammed paper from the area.
13.A4.A4 97
4. Check the tray 4 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp, lint
free cloth.
1. Open the dual cassette department feeder right cover. Remove any jammed paper from the area.

Pickup roller part number: JC93-01091A
Feed roller part number: JC66-04607A
5. If the error persists, check the tray 4 feed sensor.
● Support Tools
● Service
● Service Tools
● Diagnostics
d. If the sensor test fails, check the wire harness between the tray 4 feed sensor and the sheet feeder
PCA.
e. If the wire harness is good, replace the tray 4 feed sensor.
f. If the tray 4 feed sensor has been replaced and the sensor still does not function correctly, replace the
sheet feeder PCA.

6. Check the tray 4 feed motor.

a. Open the lower right door and run test 101-0141, Tray 4 Feed Motor.
b. Ensure that the feed rollers are rotating.
c. If the motor does not function correctly, check if the DCF feed motor wire harness is connected
correctly.
d. If the connection is OK, replace the DCF feed drive assembly.
7. Check the tray 4 pickup motor.
a. Run test 100-0390, Tray 4 Pickup Motor and listen for the pickup motor running.
b. If the motor does not function correctly, check if the DCF pickup motor wire harness is connected
correctly.
c. If the connection is OK, replace the tray 4 pickup drive.
8. Check the paper path between the DCF and the printer engine for obstructions or damage. Replace any
damaged parts using the service manual.

13.A4.A5
The paper failed to leave the tray 4 pickup jam detection sensor when feeding from tray 5.

free cloth.

● Support Tools
● Service
● Service Tools
● Diagnostics
PCA.
sheet feeder PCA.


correctly.
correctly.
correctly.
9. Check the paper path between the DCF and the printer engine for obstructions or damage. Replace any
damaged parts using the service manual.

13.A4.D4
A paper delay jam occurred from tray 4 of the dual cassette feeder (DCF).
13.A4.D4 103
free cloth.


● Support Tools
● Service
● Service Tools
● Diagnostics

PCA.
sheet feeder PCA.

correctly.
correctly.
Part number: JC93-00442C
8. Check the tray 4 pickup unit for obstructions or damaged parts, replace the DCF main frame pickup 1
assembly as needed.

13.A4.D5
The paper failed to reach the tray 4 pickup jam detection sensor when feeding from tray 5.
free cloth.
13.A4.D5 107

● Support Tools
● Service
● Service Tools
● Diagnostics

PCA.
sheet feeder PCA.

correctly.
correctly.

correctly.
9. Check the tray 5 pickup unit for obstructions or damaged parts, replace the DCF main frame pickup as
needed.

13.A4.FF Paper Jam

Residual paper jam at the tray 4 jam detect sensor.
2. Open trays 4 and 5 and remove any jammed paper from the tray.
3. If the error persists, please contact customer support at: www.hp.com/go/contactHP.
3. If the error persists, dispatch an on-site engineer with the part:
Tray 4 feed sensor Part number: 0604-001381
● Support Tools
● Service
● Service Tools
● Diagnostics

● Normal status: Low
● If the sensor is obscured: High
PCA.
Tray 4 feed sensor part number: 0604-001381
NOTE: Even if the sensor was previously part number 0604-001502, replace it with 0604-001381.
On the 0604-001502 part there is no connector pin cover (Callout 1).
On the 0604-001381 part the connecting pins are covered (Callout 2).

NOTE: This error is most often caused by Tray 4 feed sensor contamination, a sensor defect, or a
paper jam. It is not recommended to replace the entire DCF unit to solve the error.
13.A5.A5
free cloth.


● Support Tools
● Service
● Service Tools
● Diagnostics

PCA.
sheet feeder PCA.

correctly.
correctly.

correctly.
13.A5.D5
free cloth.
13.A5.D5 115

● Support Tools
● Service
● Service Tools
● Diagnostics

PCA.
sheet feeder PCA.

correctly.
correctly.
8. Check the tray 5 pickup unit for obstructions or damaged parts, replace the DCF main frame pickup as
needed.

13.A7.A4
1. Check the location of the jammed paper (HCI/DCF or Engine right door, and HCI/DCF tray).



4. Ensure that the paper in the tray is not filled above the fill-mark.






9. Click the link below and follow the steps in the support document BEFORE you do any further
troubleshooting for this issue.
HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E78323-E78330, E82540-E82560,

E87640-E87660 - 13.A7.A4 jam in 2,000 sheet high capacity input
If the error persists after trying all the steps in the support document (link above), continue to the next step.
a. Clean the sensor with a lint-free cloth.
b. On the printer control panel, open the following menus:
i. Support Tools
ii. Service
iii. Service Tools

iv. Diagnostics
c. Run test 102-0320, Tray 4 Feed Sensor.
d. Trip the Tray 4 Feed Sensor (shown in the images below) to ensure that it is functioning correctly.
Figure 7-64 DCF Tray 4 Feed Sensor
Figure 7-65 Tray 4 Feed Sensor on the 2,000-sheet HCI feeder

e. If there is no paper, the sensor status will be "Low," and if there is paper, the status will be "High."
Figure 7-66 Status of sensor test (example)
f. If the sensor test fails, check the wire harness between the Tray 4 Feed Sensor and the sheet feeder
PCA.
If the wire harness is good, replace the Tray 4 Feed Sensor.

Tray 4 Feed Sensor part number: 0604-001381
g. If the Tray 4 Feed Sensor has been replaced and the sensor still does not function correctly, replace
the DCF sheet feeder PCA.
DCF sheet feeder PCA part numbers:
● Y1F99-67001 (2K HCI)
● Y1F97-67001 (DCF)
For instructions: Removal and replacement: Dual-cassette feeder (DCF) PCA or 2K HCI tray PCA (see
the Service Manual for the printer)
If the error persists, continue to the next step.
11. Check the Tray 4 Feed Motor:
b. Ensure that the feed rollers are rotating freely.
c. If the motor is not functioning correctly, check the DCF feed motor wire harness and make sure it is
connected properly.
d. If the connection is OK, replace the DCF Feed Drive Assembly.
DCF Feed Drive Assembly part number: JC93-00447A


12. Check the rollers and make sure they are hooked correctly. Jams can occur when the rollers are not hooked
correctly.

13. Check the roller count (life) in the Service Mode menu.
14. Replace the pickup and feed rollers.

For instructions:
15. Replace the Tray 4 Pick-up Roller Assembly.
● JC90-01727A (2K HCI)
● JC93-00513A (DCF)
16. If the error persists, please contact the GBU and include the JDP Log and reports.
13.A7.A5
The paper failed to leave the tray 5 feed sensor when feeding from tray 5.
1. Check the location of the jammed paper (DCF or Engine right door, and tray 5).
13.A7.A5 131


5. Close the door and tray. The printer will attempt to feed the paper.
1. Check the location of the jammed paper (DCF or Engine right door, and tray 5).



i. Support Tools
ii. Service
iii. Service Tools
iv. Diagnostics

PCA.
If the wire harness is good, replace the DCF Tray 5 Feed Sensor.
DCF sheet feeder PCA part number: Y1F97-67001

For instructions: Removal and replacement: Dual-cassette feeder (DCF) PCA (see the Service Manual
for the printer)
10. Check the Tray 4 Feed Motor:
connected properly.
d. If the connection is OK, replace the DCF Feed Drive Assembly.
DCF Feed Drive Assembly part number: JC93-00447A

correctly.


For instructions:
Tray 5 Pick-up Roller Assembly part number: JC93-00513A
15. If the error persists, please contact the GBU and include the JDP Log and reports.
13.A7.D4
The paper failed to reach the tray 4 feed sensor when feeding from tray 4.










9. Click the link below and follow the steps in the support document BEFORE you do any further
troubleshooting for this issue.

E87640-E87660 - 13.A7.A4 jam in 2,000 sheet high capacity input
If the error persists after trying all the solutions in the support document (link above), continue to the next
step.
i. Support Tools
ii. Service

iii. Service Tools
iv. Diagnostics
Figure 7-104 Tray 4 Feed Sensor on the 2,000-sheet HCI feeder

PCA.
DCF sheet feeder PCA part numbers:
● Y1F99-67001 (2K HCI)
● Y1F97-67001 (DCF)
For instructions: Removal and replacement: Dual-cassette feeder (DCF) PCA or 2K HCI tray PCA (see
the Service Manual for the printer)

correctly.


For instructions:
● JC90-01727A (2K HCI)
● JC93-00513A (DCF)
15. Check the DCF feed motor or HCI feed motor:
connected properly.
d. If the connection is OK, replace the DCF/HCI Feed Motor.
Feed Motor part number: JC93-00447A

For instructions:
Or see the Service Manual for the printer.
16. If the error persists, please contact the GBU and include the JDP Log.
13.A7.D5

1. Check the location of the jammed paper.





i. Support Tools
ii. Service
iii. Service Tools
iv. Diagnostics
b. Run test 102-0340, Tray 5 Feed Sensor.

c. Trip the Tray 5 Feed Sensor (shown in the images below) to ensure that it is functioning correctly.
d. If there is no paper, the sensor status will be "Low," and if there is paper, the status will be "High."
e. If the sensor test fails, check the wire harness between the Tray 5 Feed Sensor and the sheet feeder
PCA.
DCF sheet feeder PCA part number: Y1F97-67001

For instructions: Removal and replacement: Dual-cassette feeder (DCF) PCA or the 2K HCI tray PCA
(see the Service Manual for the printer)

correctly.


For instructions:
Tray 5 Pick-up Roller Assembly part number: JC93-00513A
14. Check the DCF feed motor or HCI feed motor:
connected properly.
d. If the connection is OK, replace the DCF/HCI Feed Motor.
Feed Motor part number: JC93-00447A

For instructions:
15. If the error persists, please contact the GBU and include the JDP Log.
13.A8.A1 Jam in tray 1

The paper did not leave the tray 2 pickup jam sensor when printing from tray 1.
13.A8.A1 Jam in tray 1 163

2. Remove any jammed paper from tray 1.
4. Remove the tray 1 pick-up and feed roller cover.
free cloth.

3. Open the right door. Remove any jammed paper found.
a. Remove the tray 1 pick-up and feed roller cover.
b. Check the tray rollers for wear, damage, or paper dust.
c. Check if the pick-up/reverse/forward rollers are assembled correctly.
d. If the rollers are dirty clean them with a damp, lint free cloth.
e. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

5. Test the printer from tray 2. If tray 2 passes, skip to the step for testing the tray 1 (MP) solenoid. If tray 2
fails also use the following procedure to check the tray 2 jam-detect sensor:
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 102–0290, Feed Sensor.

c. Trip the feed sensor as shown in the following image to ensure that it is functioning correctly.
Check sensor
d. If the sensor test fails, clean the registration sensor with a damp cotton swab and retest the sensor.

cleaned.

e. If the sensor test fails again, check the wire harness between the feed sensor and the main board PCA.
6. Check if the tray 1 (MP) solenoid operates correctly.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Make sure that tray 1 is open.
c. Run test 101-0271, Tray 1 Solenoid. Watch for the pickup rollers to move when the solenoid is
actuated.
d. If the tray 1 (MP) solenoid does not function correctly, check the wire harness connection for the tray 1
(MP) unit.
e. If the tray 1 solenoid fails and the wire harness has no defects, replace the tray 1 solenoid.
7. Check the tray 1 clutch unit.

a. Run test 101-0270, Tray 1 Clutch and verify the clutch is good by viewing the gear rotate in the
following image.
NOTE: To run this test, the right door sensor might need to be tripped.
b. If the motor or the clutch does not function, check if both wiring harnesses are connected correctly.
c. If the connection is good, replace the main drive as needed.
Main drive part number: JC93-00912B

8. Check the main motor.

9. Check the registration unit.

a. Run test 100-0411, Registration Motor.
NOTE: Verify the operation by opening the right door and observing the registration rollers turning.
b. Check if the cable harness from the motor to the main board PCA is connected correctly.

10. Check the registration clutch.
a. Run test 101-0050, Registration Clutch.
b. Check if the cable harness from the clutch to the main board PCA is connected correctly.
c. If the connection is OK replace the main sub drive or the main drive.
Main sub drive part number: JC93-00911B

13.A8.A2 Jam in tray 2

The paper did not leave the tray 2 pickup jam sensor when printing from tray 2.
13.A8.A2 Jam in tray 2 169

cloth.


pushed.
c. If the pick rollers do not drop down correctly, replace the main frame first pickup assembly.

● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 102–0290, Feed 1 Sensor.


cleaned.

7. If sensor functions correctly, test the tray 2 pickup unit.
c. If the connection is OK replace the main frame first feed assembly.
8. Check the tray 2 pickup unit for obstructions or damage, if needed replace the main frame pickup first.





13.A8.Az Jam in right door

A paper stay jam occurred from tray Z.
The paper did not leave the tray 2 pickup jam sensor when printing from tray Z.
● 13.A8.A3 Stay jam when printing from tray 3
● 13.A8.AD Stay jam when printing from the duplexer
2. Check the tray 2 pickup jam detection sensor.

● Support Tools
● Service
● Service Tools
● Diagnostics
For instructions:

cleaned.





6. Check the right door assembly and transfer unit for obstructions or damaged parts, replace parts as need
using the service manual.
13.A8.D1 Jam in tray 1

The paper did not reach the tray 2 pickup jam sensor when printing from tray 1.
2. Remove any jammed paper from the tray 1.
13.A8.D1 Jam in tray 1 177

free cloth.

● Support Tools
● Service

● Service Tools
● Diagnostics
Check sensor

cleaned.

● Support Tools
● Service
● Service Tools
● Diagnostics
actuated.
(MP) unit.

following image.





13.A8.D2 Jam in tray 2

The paper did not reach the tray 2 pickup jam sensor when printing from tray 2.

cloth.


pushed.
c. If the pick rollers do not drop down correctly, replace the main frame first pickup assembly.

● Support Tools
● Service
● Service Tools
● Diagnostics

8. Check the tray 2 pickup unit for obstructions or damage, if needed replace the main frame pickup first.





13.A8.Dz Jam in right door

A paper stay jam occurred from tray Z.
The paper did not leave the tray 2 pickup jam sensor when printing from tray Z.
● 13.A8.D3 Delay jam when printing from tray 3
● 13.A8.DD Delay jam when printing from the duplexer
● Support Tools

● Service
● Service Tools
● Diagnostics




6. Check the right door assembly and transfer unit for obstructions or damaged parts, replace parts as need
using the service manual.
13.A8.FF
Residual jam a tray 2 jam detect sensor A8.
1. Open the right side cover. Remove any jammed paper found.
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.
● Support Tools
● Service
● Service Tools
● Diagnostics


cleaned.

13.B2.Az
A paper stay jam occurred at the registration sensor.
The paper did not leave the registration sensor when printing from tray X.
● 13.B2.A1: Stay jam when printing from tray 1
● 13.B2.AD: Stay jam when printing from the duplexer

Figure 7-135 Open the tray

Figure 7-136 Paper size guides in the tray
Figure 7-137 Paper fill-mark on the tray
Check to see if a jam occurs again, and if it does, make note of the jam error code.
9. If the error persists, please contact HP Customer Support.


Check to see if a jam occurs again, and if it does, note the jam error code.

10. Check the registration jam sensor:
i. Support Tools
ii. Service
iii. Service Tools
iv. Diagnostics
b. Run test 102-0360, Registration Sensor.
c. Use a sheet of paper to trip the registration sensor (shown in the following image) to ensure that it is
functioning correctly.
Figure 7-142 Registration sensor

● Callout 1: Registration Sensor
If there is no paper, the status will be "Low," and if there is paper, the status will be "High."
should be cleaned.

d. If the sensor test failed, check the wire harness between the registration sensor and the main board
PCA.
e. If the wire harness is good, replace the registration sensor.
Sensor part number: 0604-001490
f. If the registration sensor has been replaced but it still does not function correctly, replace the Main
Board PCA.

For instructions:
11. If the sensor test passes, or if the error persists after checking the sensor and cabling, check the
registration motor.
a. Open the lower right door and run test 100-0411, Registration Motor.
c. If the motor is not functioning correctly, check the cable harness between the motor and the main
board PCA and make sure it is connected properly.
d. If the connection is OK, replace the MP Registration Motor or the MP Registration Drive.
● Registration motor part number: JC31-00123B
● Registration drive part number: JC93-00443A
For instructions: Removal and replacement: MP registration drive (see the Service Manual for the
printer).
12. If the jam occurred because multiple-sheets were being picked-up, check the pick-up rollers on the tray/
cassette being used:

b. Check the pickup/reverse/forward rollers and make sure they are assembled correctly. Make sure the
rollers are hooked correctly.


For instructions:
14. Replace the Tray 2-x Pick-up Roller Assembly.
Table 7-4 Tray 2-x Pick-up Roller Assembly Part Numbers
Tray Part number
Tray 1 JC90-01125B
Tray 2 JC93-00511A
Tray 3 JC93-01441A
Tray 4 JC93-00513A (DCF)
JC90-01727A (HCI)
Tray 5 JC93-00513A (2nd DCF)
15. If the error persists, contact the GBU and include the JDP Log.
13.B2.D1 Jam in tray 1

The paper did not reach the registration jam detect sensor when printing from tray 1 (MP tray).
13.B2.D1 Jam in tray 1 199

2. Remove any jammed paper from the tray 1.
free cloth.


● Support Tools
● Service
● Service Tools
● Diagnostics

Check sensor

cleaned.

● Support Tools
● Service
● Service Tools
● Diagnostics
actuated.
(MP) unit.

following image.





13.B2.D2 Jam in tray 2

The paper did not reach the registration jam detect sensor when printing from tray 2.
13.B2.D2 Jam in tray 2 205

cloth.


pushed.
c. If the pick rollers do not drop down correctly, replace the main frame first pickup.

6. Check the registration jam sensor.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 102–0360, Registration Sensor.

c. Trip the sensor as shown in the following image to ensure that it is functioning correctly.
d. If the sensor test fails, check the wire harness between the sensor and the main board PCA.
e. If the wire harness is good, replace the sensor.
8. Check the tray 2 pickup unit for obstructions or damage, if needed replace the main frame pickup first
assembly.





13.B2.Dz Jam in right door

A paper jam occurred from tray Z.
The paper did not reach the registration jam detect sensor when printing from tray Z.
● 13.B2.D3 Delay jam when printing from tray 3
2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.
3. Check the registration jam sensor.
● Support Tools
13.B2.Dz Jam in right door 209

● Service
● Service Tools
● Diagnostics
b. Run test 102–0360, Registration Sensor.
c. Trip the sensor as shown in the following image to ensure that it is functioning correctly.
d. If the sensor test fails, check the wire harness between the sensor and the main board PCA.
e. If the wire harness is good, replace the sensor.




7. Check the right door assembly and transfer unit for obstructions or damaged parts, replace parts as
needed. See the service manual for instructions.
13.B2.DD
A paper delay jam occurred at the registration jam detect sensor.
The paper did not reach the registration jam detect sensor when printing from the duplexer.
2. Open the duplex path and remove any paper found.
Figure 7-151 Open the duplex path
13.B2.DD 211
Figure 7-152 Check for jams

3. Test the printer in the simplex mode to see if A jam occurs at the registration sensor.
4. If a paper jam occurs at the registration sensor when printing in simplex mode, perform the following. If
simplex mode passes skip to the step for testing the duplex motor.
a. Check the registration sensor.
b. Open the following menus:
● Support Tools
● Service
● Service Tools
● Diagnostics
c. Run test 102–0360, Registration Sensor.
d. Trip the sensor as shown in the following image to ensure that it is functioning correctly.

e. If the sensor test fails, check the wire harness between the sensor and the main board PCA.



8. Test the duplex motor.
● Support Tools
● Service

● Service Tools
● Diagnostics
b. Run test 100–0140, Duplex Motor forward.
c. With the duplex path open, observe the duplex drive belt to ensure the motor is functioning correctly.
d. If the sensor test fails, check the wire harness on the duplex drive.
e. If the wire harness is good, replace the duplex motor.
9. Check the duplex path for obstructions or damage. Replace damaged parts as need using the service
manual.
13.B2.FF
Residual paper jam at the registration sensor.
When the printer is warming-up, jammed paper is detected inside the machine.
The leading edge of the paper has not reached the registration sensor within the specified time.
13.B2.FF 215
2. Print a test job to see if the jam reoccurs. If so, make note of the jam error code.
Support Process.

4. Check the registration sensor:
i. Support Tools
ii. Service
NOTE: Service PINs (by printer model):
● E72525, E72530, E72535 models: 04072517
● For E77822, E77825, E77830 models: 04077817
iii. Service Tools
iv. Diagnostics
b. Run test 102-0360, Registration Sensor.
c. Use a sheet of paper to trip the registration sensor (shown in the following image) to ensure that it is
functioning correctly.
Figure 7-157 Registration sensor

● Callout 1: Registration Sensor
If there is no paper, the status will be "Low," and if there is paper, the status will be "High."
should be cleaned.

d. If the sensor test failed, check the wire harness between the registration sensor and the main board
PCA.
e. If the wire harness is good, replace the registration sensor.
f. If the registration sensor has been replaced but it still does not function correctly, replace the Main
Board PCA.
Main Board PCA part numbers:
● JC82-00540B (For E77822, E77825, E77830 models)
● JC82-00541B (for E72525, E72530, E72535 models)
For instructions:
5. If the error persists, contact the GBU and include the JDP Log and reports.
13.B4.Dz
A paper delay jam occurred at the loop sensor.
A jam occurs because the paper failed to reach the loop detection sensor in the required time.
● 13.B4.D1: Delay jam when printing from tray 1
13.B4.Dz 219
● 13.B4.DD: Delay jam when printing from the duplexer

9. If the error persists, please contact HP Customer Support.



10. Check the loop detection sensor.
a. Ensure the sensor actuator moves freely and is not damaged.
Figure 7-169 Loop detection sensor location
b. If the actuator is damaged or the sensor does not function correctly, replace the right side duplex
cover.
Right side duplex cover part number: JC85-01924A
11. Check the registration motor.
a. Open the lower right door and run test 100-0411, Registration Motor.
b. Ensure that the registration rollers are rotating freely.
c. Check the cable harness between the motor and the main board PCA and make sure it is connected
properly.
d. If the connection is OK, replace the MP Registration Motor, or the MP Registration Drive.
● Registration motor part number: JC31-00123B
● MP Registration drive part number: JC93-00443A
For instructions: Removal and replacement: MP registration drive (see the Service Manual for the
printer).
b. Check the cable harness from the clutch to the main board PCA and make sure it is connected
properly.

c. If the connection is OK, replace the main sub drive or the main drive.
● Main sub drive part number: JC93-00911B
● Main drive part number: JC93-00912A
● For instructions: Removal and replacement: Main drive (see the Service Manual for the printer)
13. Check the OPC motor.
i. Support Tools
ii. Service
iii. Service Tools
iv. Diagnostics
b. Run test 100-0044 Black Drum Motor. Check to see if the motor functions correctly.
c. If the test fails, check the wire harness between the drive assembly and connector 21 on the main
board and make sure it is connected properly.
Figure 7-170 Main board PCA

d. Test the 24V motor power using pins 1 or 2 on the motor connection (24V ± 5%) to chassis ground.
Figure 7-171 Pins 1 and 2 on the 24V motor connection
e. If the voltage is good, replace the motor.
Motor part number: JC31-00123B

f. If the power is abnormal, check the 24V on the main board PCA to chassis ground. Measure the
voltage on connector 15 of the main board PCA from the LVPS type 5.
Figure 7-173 LVPS connection
g. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from the
LVPS. (24V ± 5%)
h. If the voltage from the LVPS type 5 board is abnormal, replace it.
Part numbers:
● JC44-00249A (110V)
● JC44-00250A (220V)
For instructions:

i. If the voltage is good from the LVPS but not normal when plugged in to the connectors, replace the
Main Board PCA.
Main board PCA part number: JC82-00541B

For instructions:
14. If the motor is operational, check the motor signal 3.3V on the main board PCA:
a. Test the motor signal voltage on pin 7 with the motor test running and stopped. The voltage should be
~0V when running, and 3.3V ± 5% when stopped.
Figure 7-174 Test pin 7 to chassis ground
b. If the voltage is ~0V continually, check the wire harness.
c. If the harness is OK, replace the main board PCA.
Main board PCA part number: JC82-00541B

For instructions:
d. If the value is normal, replace the motor.
Motor part number: JC31-00123B
15. If the error persists, contact the GBU and provide the JDP Log and reports.

13.B4.FF Jam in right door
Residual jam at power on, or after clearing the loop detection sensor.
1. Open the right door and remove any jammed paper found.
2. Check for, and remove, any obstruction or jammed paper inside the printer.
3. Check the sensor actuator.
a. Ensure that the sensor actuator moves freely and is not damaged.
Figure 7-176 Sensor location
13.B4.FF Jam in right door 229

b. If the actuator is damaged, contact HP Customer Support.
4. Close the right door, and then print a test job to see if the same paper jam occurs.
5. If the paper jam reoccurs, make note of the jam error code and then contact HP Customer Support.
3. Check the sensor actuator and ensure that it moves freely and is not damaged.

4. Close the right door, and then print a test job to see if the same paper jam occurs.
5. If the paper jam reoccurs, perform one of the following actions:
● Call-center agent: Make note of the jam event code. Then dispatch a technician for onsite service and
order the following part:
Part name: T2 Transfer Roller
6. Check the sensor actuator.
a. Ensure the sensor actuator moves freely and is not damaged.
b. If the actuator is damaged or the sensor does not function correctly, replace the right side duplex
cover.
Right side duplex cover part number: JC85-01924A
7. Check the right door connector.
NOTE: This is an important step as lowering the door too far during service can loosen the connector.

Figure 7-180 Right door connector
8. If the error persists, contact the GBU with information, such as the JDP Log and Reports.
13.B9.Az Fuser Jam

Fuser delivery stay jam.
The jam occurs because the rear of the paper fails to exit the fuser exit sensor.
This jam error might occur in any of the following situations:
● An accordion jam at the fuser exit. Something is blocking the paper before it reaches the output rollers.
● The output bin rollers are not turning. There is very little distance from the fuser exit and the output bin.
● A sticky fuser exit flag. If it is stuck, or even delayed momentarily, in the activated position, a jam occurs.
● Issues with the duplexer. This error occurs only on duplex jobs. Simplex jobs will print OK.
● If the inner finisher is installed, paper fails to reach the inner finisher.
● If the stapler-stacker or booklet finisher is installed, paper fails to reach the finisher bridge unit.
Z = Fuser mode
● 13.B9.A1: Printing in Auto-Sense mode Normal
● 13.B9.A2: Printing in fuser mode Normal
● 13.B9.A3: Printing in fuser mode Light 1 or Light 2
● 13.B9.A4: Printing in fuser mode Heavy 1
● 13.B9.A7: Printing in fuser mode Glossy paper 1

● 13.B9.AB: Printing in fuser mode Transparency
● 13.B9.AC: Printing in fuser mode Label
● 13.B9.AD: Printing in fuser mode Envelope 1 or Envelope 2
3. Use the green tab on the left side of the fuser to open the fuser access door.
Figure 7-182 Green tab on the fuser
4. Behind the open fuser access door, check for, and remove, any jammed or wrapped media.

5. Turn the printer off and then on again.

110V Fuser part number: JC82-00479A
7. Check the fuser exit sensor.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 102-0361, the Fuser Out Sensor test.
Figure 7-185 Fuser out location
c. If the sensor operation is normal, skip to step #8 to test the Fuser/Exit Drive Unit.
d. If the sensor does not work, check the wire harness connection between the fuser exit sensor and the
main board.
If the wire harness connection is OK, replace the sensor or the actuator as needed.
Fuser out actuator part number: JC66-03307A
8. Check the Fuser/Exit Drive Unit.
a. Run test 109-0030, Fuser Motor Forward.

b. Check the wire harness connection on the fuser drive unit.
c. Physically inspect the fuser drive gears for any obstructions or damage. If they are damaged, or if
obstructions cannot be cleared, replace the fuser drive.
Fuser output drive part number: JC93-00449A

For instructions: See the Service Manual for this printer.
d. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

e. If the gear drive is clean, replace the fuser drive motor.
Fuser drive motor part number: JC31-00123B
9. Physically inspect the output path and gears for any obstructions or damage. If they are damaged, or if
obstructions cannot be cleared, replace the damaged part or the output unit, as needed. See the Service
Manual for instructions.
13.B9.Dz Fuser jam

Fuser delivery delay jam.
The paper failed to reach the fuser exit sensor in the required time.
Z = Fuser mode
● 13.B9.D1: Fuser delivery delay jam when printing from tray 1
● 13.B9.DD: Fuser delivery delay jam when printing from the duplexer



● Support Tools
● Service
● Service Tools
● Diagnostics
main board.
If the wire harness connection is OK, replace the sensor or the actuator, as needed.



13.B9.FF Fuser Jam

Residual paper jam at the fuser output sensor.
A jam occurs when paper is detected at the fuser exit sensor during warming up.

Support Process.

110V Fuser part number: Z7Y77-67002
220V Fuser part number: Z9M03-67002
● Support Tools
● Service
NOTE: Service PINs by model:
E72525, E72530, E72535 models: 04072517
E77822, E77825, E77830 models: 04077817
● Service Tools
● Diagnostics

main board.
If the wire harness connection is OK, replace the sensor or the actuator as needed.

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
13.D2.AZ Jam in Right Door

Duplex paper jam.
13.D2.AZ Jam in Right Door 243

A jam occurs because the rear of the paper fails to exit the duplex 1 sensor.
Z = Fuser mode
● 13.D2.A1: Printing in Auto-Sense mode Normal
● 13.D2.A2: Printing in fuser mode Normal
● 13.D2.A3: Printing in fuser mode Light 1 or Light 2
● 13.D2.A4: Printing in fuser mode Heavy 1
● 13.D2.A7: Printing in fuser mode Glossy paper 1
● 13.D2.AB: Printing in fuser mode Transparency
● 13.D2.AC: Printing in fuser mode Label
● 13.D2.AD: Printing in fuser mode Envelope 1 or Envelope 2
1. Open the right door and tray and remove any jammed paper found. Refer to the images below for each
location.

2. Open the duplex path.
3. Check for, and remove, any obstructions or jammed paper found.
Figure 7-199 Check for jammed paper


Support Process.
location.



11. Check the duplex sensor.
a. Remove the upper right cover.
● Support Tools
● Service
E72525, E72530, E72535 models: 04072517
E77822, E77825, E77830 models: 04077817
● Service Tools
● Diagnostics
c. Run test 102-0380, Duplex Jam 1 Sensor.
Figure 7-208 Duplex jam 1 sensor location
NOTE: If there is no paper, the sensor status will be "Low," and if there is paper, the status will be
"High."
d. If the sensor operation is normal, skip to step #12 to test the duplex motor.
e. If the sensor does not work, check the wire harness connection between the fuser exit sensor and the
main board.
If the wire harness connection is OK, replace the duplex sensor or actuator, as needed.
Actuator duplex 2 part number: JC66-02180A

a. Run test 100-0140, Duplex Motor forward.
Figure 7-209 Right door sensor
b. With the duplex path open, observe the duplex drive belt to ensure the motor is functioning correctly.
Figure 7-210 Duplex drive belt
c. If the motor test fails, check the wire harness on the duplex drive.
If the wire harness is good, replace the duplex motor.

Duplex motor part number: JC95-01510A
13. If the error persists, please contact the GBU with information such as the JDP Log and Reports.

13.D2.Dz Jam in Right Door
Duplex paper jam.
A jam occurs because the front of the paper fails to reach the duplex 1 sensor.
Z = Fuser mode
● 13.D2.D1: Printing in Auto-Sense mode Normal
● 13.D2.D2: Printing in fuser mode Normal
● 13.D2.D3: Printing in fuser mode Light 1 or Light 2
● 13.D2.D4: Printing in fuser mode Heavy 1
● 13.D2.D7: Printing in fuser mode Glossy paper 1
● 13.D2.DB: Printing in fuser mode Transparency
● 13.D2.DC: Printing in fuser mode Label
● 13.D2.DD: Printing in fuser mode Envelope 1 or Envelope 2
location.



Support Process.
location.



a. Remove the upper right cover.
● Support Tools
● Service
E72525, E72530, E72535 models: 04072517
E77822, E77825, E77830 models: 04077817
● Service Tools

● Diagnostics
c. Run test 102-0380, Duplex Jam 1 Sensor.
Figure 7-223 Duplex jam 1 sensor location
NOTE: If there is no paper, the sensor status will be "Low," and if there is paper, the status will be
"High."
d. If the sensor operation is normal, skip to step #12 to test the duplex motor.
e. If the sensor does not work, check the wire harness connection between the fuser exit sensor and the
main board.
If the wire harness connection is OK, replace the duplex sensor or actuator, as needed.
a. Run test 100-0140, Duplex Motor forward.

Figure 7-224 Right door sensor
b. With the duplex path open, observe the duplex drive belt to ensure the motor is functioning correctly.
Figure 7-225 Duplex drive belt
c. If the motor test fails, check the wire harness on the duplex drive.
If the wire harness is good, replace the duplex motor.

Duplex motor part number: JC95-01510A
13. Check the exit drive.
a. Run test 100-0430, Exit 2 Motor Forward.
b. If the test fails, check the harness connection between the motor and the main board PCA.
If the harness connection is OK, replace the exit drive motor.

14. If the error persists, please contact the GBU with information such as the JDP Log and Reports.

13.D2.FF Jam in Right Door
A jam occurs when the printer detects the media at the duplex 1 sensor during warming up.
Support Process.
13.D2.FF Jam in Right Door 261

● Support Tools
● Service
● Service Tools
● Diagnostics

b. Run test 102-0380, Duplex Jam 1 Sensor.
c. If the sensor operation is normal, skip to the step for testing the duplex motor.
main board.
e. If the wire harness connection is OK, replace the duplex sensor or actuator as needed.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 100–01400, Duplex Motor forward.

c. With the duplex path open, observe the duplex drive belt to ensure the motor is functioning correctly.
d. If the sensor test fails, check the wire harness on the duplex drive.
e. If the wire harness is good, replace the duplex motor.
6. Check the right door assembly and duplex path for any obstructions or damage. Replace damaged parts as
needed. See the service manual for instructions.
13.E1.AZ
Paper stay jam. The rear end of the paper fails to exit the IPTU entrance sensor.
● 13.E1.A1 Paper stay jam going to top output tray.
● 13.E1.A2 Paper stay jam going to main output tray.
● 13.E1.A3 Paper stay jam going to booklet output tray.
1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and then close
the door.

Support Process.
the door.
3. If the paper being used is not A4 or letter, test with A4 or letter fed long edge first as indicated below. If a
new error occurs, follow that error guide.
4. Check the paper path from the bridge entrance sensor to the bridge exit sensor. Take a very close look at
where the paper leading edge stopped.
Check for a foreign substance, a deformed shape, paper path obstructions that can cause this error.

Callout 1: IPTU entrance sensor
Callout 2: IPTU exit sensor
5. Check the IPTU input sensor.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–2070, 2 Bin Finisher Bridge Entrance Sensor.

c. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness to
the sensor and IPTU PCA.
d. Retest the sensor. If the sensor does not function correctly, replace the sensor.

6. Check the IPTU feed motor.
a. Run test 113–2560, 2 Bin Finisher Bridge Feed Motor.
b. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness to
the motor and booklet PCA.
c. Retest the motor. If the test fails, replace the IPTU motor.

13.E1.Dz
Paper delay jam. The front end of the paper fails to reach the IPTU entrance sensor. The "z" indicates the type of
paper that the printer is currently set to print on.
The output destination (output flag is missing or sensor is bad)
NOTE: This error might be caused when the 1st exit is missing the output flag because it was set up for an
inner finisher or an output device/bridge and they are missing or unplugged.
Once installed, the finisher or bridge cannot be remove without reinstalling the bin full actuator and run the
printer without them.
During installation, retain the actuator for later use.
13.E1.D1 - Paper type set to AutoSense
13.E1.D2 - Paper type set to Normal
13.E1.D3 - Paper type set to Light 1,2 or 3
13.E1.D4 - Paper type set to Heavy 1
13.E1.D7 - Paper type set to Glossy 1
13.E1.Dz 267
the door.
Support Process.
1. Check if the IPTU or inline finisher have been removed and the printer is being used without an output
device.
NOTE: This error might be caused when the 1st exit is missing the output flag because it was set up for
an inner finisher or an output device/bridge and they are missing or unplugged.
Once installed, the finisher or bridge cannot be remove without reinstalling the bin full actuator and run
the printer without them.
During installation, retain the actuator for later use.

the door.
4. Check the IPTU input sensor S1.

● Support Tools
● Service
● Service Tools
● Diagnostics

e. If the sensor actuator flag is damaged, replace the actuator.

13.E1.FF
Paper detected at the IPTU entrance sensor when initialized.
the door.

Support Process.
the door.
3. Check the IPTU input sensor S1.

● Support Tools
● Service
● Service Tools
● Diagnostics


13.E2.FF
Paper detected at the IPTU middle sensor when initialized.

the door.
Support Process.
the door.

3. Check the IPTU exit sensor S3.
● Support Tools
● Service
● Service Tools
● Diagnostics



13.E7.Az
Paper stay jam in exit area.
The paper trailing edge failed to exit the exit 2 paper sensor in the time limit.
3. Check the exit 2 sensor.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 102-0371, Exit 2 Sensor.
c. Remove the exit unit.
d. Check if the return sensor actuator is broken or deformed. If necessary, reassemble or replace it.
Actuator bin full output part number: JC66-04339A
13.E7.Az 275
Actuator lever part number: JC66-02218A
Actuator lever output full part number: JC66-02278A
e. Check if the return sensor is connected correctly. If the connection is OK, replace the sensor.
b. If the test fails, check the harness connection to the motor from the main board PCA.
c. If the harness connection is OK, replace the exit drive motor.
5. Check the fuser/exit drive unit.
a. Run test 109-0030, Fuser Motor Forward. If the motor functions correctly, skip to the step for testing
the output unit.
b. Check the wire harness connection of the fuser drive unit.
c. Physically inspect the fuser drive gears for any obstructions or damage. If they are damaged or if


e. If the gear drive is clean replace the fuser drive motor.
13.E7.Dz
Paper jam in exit area. ("z" indicates the type of paper that is being printed on)
The failed to reach the exit 2 paper sensor in the time limit.
13.E7.D1 - Printing in Plain paper mode.
13.E7.D2 - Printing in Thin paper mode.
13.E7.D3 - Printing in Recycled paper mode.
13.E7.D4 - Printing in Thick paper mode.
13.E7.D5 - Printing in Heavy paper mode.
13.E7.D6 - Printing in Extra Heavy paper mode.

13.E7.D7 - Printing in Extra Heavy Card stock paper mode.
13.E7.D8 - Printing in Glossy paper mode.
13.E7.D9 - Printing in Heavy Glossy paper mode.
13.E7.DA - Printing in Bond paper mode.
13.E7.DB - Printing in Transparency paper mode.
13.E7.DC - Printing in Label paper mode.
13.E7.DD - Printing in Envelope paper mode.
13.E7.DE - Printing in Archive paper mode.
3. Check the exit 2 sensor.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 102-0371, Exit 2 Sensor.
c. Remove the exit unit.
d. Check if the return sensor actuator is broken or deformed. If necessary, reassemble or replace it.

e. Check if the return sensor is connected correctly. If the connection is OK, replace the sensor.
b. If the test fails, check the harness connection to the motor from the main board PCA.
c. If the harness connection is OK, replace the exit drive motor.
5. Check the fuser/exit drive unit.
a. Run test 109-0030, Fuser Motor Forward. If the motor functions correctly, skip to the step for testing
the output unit.
b. Check the wire harness connection of the fuser drive unit.
c. Physically inspect the fuser drive gears for any obstructions or damage. If they are damaged or if


e. If the gear drive is clean replace the fuser drive motor.
13.60.A1, 13.60.A2 or 13.60.A3

Paper stay jam. The paper failed to leave the entrance sensor of the finisher.
● 13.60.A1 Finisher input jam when printing to top output tray.
● 13.60.A2 Finisher input jam when printing to main output tray. (Stapler/Stacker-Booklet Maker only)
● 13.60.A3 Finisher input jam when printing to booklet output tray. (Stapler/Stacker-Booklet Maker only)
Inner Finisher: Recommended action for customers
1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.
b. Use the release lever to slide the inner finisher away from the printer.
c. Open the right and upper jam covers.
Inner Finisher: Recommended action for customers 279

d. Inspect the areas for paper jams or obstructions.
e. Close the covers and slide the inner finisher into place.
f. Open the finisher output cover.
g. Remove any jammed paper or obstructions.
2. If the error persists, turn the printer off, and then on.

Stapler/Stacker - Booklet Maker: Recommended action for customers
1. Check the IPTU for paper jams or obstructions.
a. Open the IPTU cover.
b. Check for paper jams or obstructions.
2. Check the finisher for paper jams or obstructions.
a. Open the finisher top cover.
Stapler/Stacker - Booklet Maker: Recommended action for customers 281

b. Open the inner jam cover.
c. Check for jams in the indicated area.
d. Open the finisher front cover and inner jams access cover.
e. Remove any jams or obstructions.
f. Close all finisher covers.

Inner finisher: Recommended action for call-center agents and onsite technicians
Inner finisher: Recommended action for call-center agents and onsite technicians 283
h. Close the covers and slide the inner finisher back into printer.

3. If the jam is occurring with paper that is not A4 or Letter, try printing out with A4 or letter paper using long
edge feeding. If another error appears, follow the troubleshooting for that specific error.
4. If the error persists, Check the finisher exit motor ( M2).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–0502 Finisher Exit Motor.
c. Check the driving gear to ensure it is installed with the correct orientation and to make sure the
one-way bearing is running in the correct direction.
d. Check the belt to ensure it is properly installed at the driving gear and the exit motor. The image below
shows the correct installation of the belt.
e. If the test fails, disconnect and reconnect both ends of the wire harness from the exit motor to the
finisher PCA.
f. Retest the entrance motor. If the test fails, replace the exit motor.

5. If all other troubleshooting has been performed and the error persists, replace the inner finisher PCA.
Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 287

5. Check the paper path from the bridge entrance sensor to the bridge exit sensor. Take a very close look at
Check for a foreign substance, a deformed shape, or paper path obstructions that can cause this error.
Callout 1: IPTU entrance sensor

6. If the persists, check the finisher exit motor (M13).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–2580 2 Bin Finisher Exit Feed Motor.
Listen for the sound of the motor running.
c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the finisher
PCA.
d. Retest the entrance motor. If the test fails, replace the exit motor.

13.60.D1, 13.60.D2 or 13.60.D3

Paper delay jam. The paper failed to reach the finisher entrance sensor before the operation timed out.
● 13.60.D1 Finisher input jam when printing to top output tray.
● 13.60.D2 Finisher input jam when printing to main output tray. (Stapler/Stacker-Booklet Maker only)
● 13.60.D3 Finisher input jam when printing to booklet output tray. (Stapler/Stacker-Booklet Maker only)






3. If the error persists, check the finisher entrance motor.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–0501 Finisher Entrance Motor.
PCA.
d. While checking the motor, disconnect and reconnect both ends of the wire harness from the input
sensor to the finisher PCA.
e. Retest the entrance motor. If the test fails, replace the entrance motor.

4. If the motor test passes, check the finisher input sensor.
a. Disconnect and reconnect both ends of the wire harness from the input sensor to the finisher PCA.
b. Ensure the sensor actuator flag moves freely.
c. Replace the sensor as needed.
Support Process.

4. Check the paper path from the bridge exit sensor to the finisher entrance sensor. Take a very close look at
Callout 1: Finisher entrance sensor


5. If the error persists, check the finisher entrance sensor (S12).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113-2080, 2 Bin Finisher Entrance sensor.
c. Move s folded piece of paper or card stock in and out and back and forth in the following location and
out to check the reading value changes.
d. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to the finisher
PCA.
e. If the sensor still fails, replace the sensor.

13.60.FF
The entrance sensor detects paper when the finisher starts.

e. Open the finisher output cover.

f. Remove any jammed paper or obstructions.
g. Close the covers and slide the inner finisher into place.



h. Close the covers and slide the inner finisher back into the printer.

3. Check the finisher entrance sensor S1.
a. Ensure the sensor actuator flag moves freely.
b. Using code 113-0350, run the diagnostic test for the entrance sensor: Support Tools> > Service> >
Service Tools> > Diagnostics> > Engine Diagnostics> > Engine Test Routines
c. Cover the entrance sensor (S1) to ensure the reading changes.
d. Disconnect and reconnect both ends of the wire harness from the input sensor to the finisher PCA.
e. Replace the sensor as needed.


4. If the error persists, check the finisher entrance sensor (S12).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113-2080, 2 Bin Finisher Entrance sensor.
c. Move s folded piece of paper or card stock in and out and back and forth in the following location and
out to check the reading value changes.

d. Retest the sensor. If the sensor does not read “Low”, disconnect and reconnect both ends of the wire
harness from the input sensor to the finisher PCA.
e. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to the finisher
PCA.
f. If the sensor still fails, replace the sensor.

13.63.A1
Paper stay jam. The paper failed to exit the pass-through/exit sensor.

13.63.A1 313




4. If the error persists, Check the finisher exit motor ( M2).

● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–0502 Finisher Exit Motor.
c. Check the driving gear to ensure it is installed with the correct orientation and to make sure the
one-way bearing is running in the correct direction.
d. Check the belt to ensure it is properly installed at the driving gear and the exit motor. The image below
shows the correct installation of the belt.
e. If the test fails, disconnect and reconnect both ends of the wire harness from the exit motor to the
finisher PCA.

f. Retest the entrance motor. If the test fails, replace the exit motor.

13.63.AZ
Paper stay jam. The paper failed to exit the pass through/exit sensor.
13.63.AZ 319



3. Check the finisher input sensor.
a. Disconnect and reconnect both ends of the wire harness from the input sensor to the finisher PCA.
b. Replace the sensor as needed.


4. Check the finisher exit sensor.
b. Disconnect and reconnect both ends of the wire harness from the exit sensor to the finisher PCA.
c. Replace the sensor as needed.

13.63.DZ
Paper delay jam. The paper fed to the finisher fails to reach the finisher pass-through sensor.





● Support Tools
● Service
● Service Tools
● Diagnostics
c. Run test 113-0360 Finisher Exit sensor.

13.63.F0
The pass-through/exit sensor detects paper when the finisher initializes.
13.63.F0 329




● Support Tools
● Service
● Service Tools
● Diagnostics
c. Run test 113-0360 Finisher Exit sensor.


13.84.D1
The paper failed to reach the top tray exit sensor of the finisher.
13.84.D1 335
IMPORTANT: A firmware solution for 13.84.D1 has been added to FW Version 4.6.0.1.
Please upgrade to Firmware Version 4.6.0.1 after clearing initial jam and before going into further
troubleshooting.


3. Check the paper path from the finisher entrance sensor to the finisher exit sensor. Take a very close look at
Callout 1: Top tray exit sensor

4. If the error persists, check the finisher top exit sensor (S11).
a. Ensure the actuator flag moves freely and is not sticking. Clean the actuator as needed.
● Support Tools
● Service
● Service Tools
● Diagnostics
c. Run test 113-2091, 2 Bin Finisher Sub Exit sensor.
d. Push the top exit sensor actuator to check the reading value changes.

e. If the sensor still does not read correctly, disconnect and reconnect both ends of the wire harness from
the exit sensor to the finisher PCA.
f. If the sensor still fails, replace the sensor.
Exit sensor part number: 0604-001393

Exit sensor actuator part number: JC66-04525A
13.84.D2
The paper failed to reach the main output tray exit sensor.



3. Check the paper path from the finisher entrance sensor to the main exit sensor. Take a very close look at
Callout 1 - Finisher entrance sensor

Callout 2 - Finisher main exit sensor

4. If the error persists, check the finisher main exit sensor (S10).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113-2090, 2 Bin Finisher Main Exit Sensor.

c. Use a sheet of paper to trip the sensor.

d. If the sensor still does not read correctly, disconnect and reconnect both ends of the wire harness from

13.84.F0
Paper is detected at the exit sensor when the finisher is initializing.
13.84.F0 345



3. If the error persists, check the finisher main exit sensor (S10).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113-2090, 2 Bin Finisher Main Exit Sensor.

c. Use a sheet of paper to trip the sensor.


13.90.A3
Paper is detected at the booklet maker entrance sensor during initialization.

d. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker out.
2. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker out.
b. Check the top entrance to the booklet maker.
c. Open the booklet entrance jam access door and check for paper or obstructions.
d. Remove any jams or obstructions.
e. Close all finisher covers.



4. Check the booklet entrance sensor
a. Ensure the actuator flag moves freely and is not sticking. Clean the actuator as needed.
● Support Tools
● Service
● Service Tools
● Diagnostics

c. Run test 113–3100, Booklet Entrance Paper Sensor. Touch Start, and then Get Status.
d. If the status reads “High”, thoroughly check the sensor for dust and debris. Clean the sensor and then
touch Get Status again to see if the reading has changed.
e. If the reading is still “High”, disconnect and reconnect both ends of the wire harness to the sensor and
booklet PCA.
f. Retest the sensor. If the sensor does not function correctly, replace the sensor.
5. If the sensor test is good, replace the booklet maker PCA.

13.90.D3
Paper did not reach the booklet unit entrance sensor in the specified time limit.





4. Check the paper path from the buffer sensor to the booklet entrance sensor. Take a very close look at
Callout 1 - Buffer sensor

Callout 2 - Booklet entrance sensor
5. If the error persists, check the booklet entrance sensor (S36).
● Support Tools
● Service
● Service Tools
● Diagnostics

b. Run test 113–3100, Booklet Entrance Paper Sensor.
c. Push the actuator to check the value change.
e. Retest the sensor. If the sensor does not function correctly, replace the sensor.

6. If the sensor functions correctly, test the booklet entrance motor.
a. Run test 113–3500, Booklet Feed Motor.
c. Retest the motor. If the test fails, replace the motor.

13.92.D1, 13.92.D2, 13.92.D3 or Jam in the front left door

Paper delay jam reported by the finisher buffer sensor.
The buffer is used for two purposes:
1) when pages are being delivered to the output bin, one page can be “buffered” in this area so the finisher can
continue operating at speed
2) the buffer area also serves as the entrance to the booklet maker.

IMPORTANT: If the user grabs pages from the finisher before they are completely delivered to the output bin, a
13.92.Dx or 13.98.D3 error can occur.
Open top cover
Open jam access
Check for paper jam

d. Open the finisher front cover, then open the jam clearance guide to the right of the stapler.
Figure 7-230 Open jam access
Figure 7-231 Check for paper
NOTE: Use the paper roller knobs to move paper for easier access.

Open top cover
Open jam access

Check for paper jam

2. If the error persists, check to ensure the finisher diverter is functioning correctly.
Open top cover

Open jam access
c. Locate the diverter and check it by pushing down and releasing it.
Figure 7-234 Check diverter
Call-out 1: Jam access handle
Call-out 2: Push down on diverter
Once released, the diverter should quickly pop back up.

and elevate the case using the stand
d. If the diverter does not pop back, record the serial number of the finisher and elevate the case using
the Standard Support Process
4. If the error persists, please elevate the case using the Standard Support Process
13.92.FF Jam in front left door

Residual paper jam in finisher at the buffer sensor.

Open top cover
Open jam access
Check for paper jam


Open top cover
Open jam access

Check for paper jam


3. If the error persists, check the finisher buffer sensor (S13).
Callout 1 - Sensor S13 location
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113-2100, 2BinFinisher Buffer exit Sensor.

c. Put paper in and out to check the value change.
4. If the error persists, power off, and disconnect / reconnect the wire harness CN4 of the finisher PCA. And
then power on.

13.98.A3
The rear end of the paper fails to exit the buffer sensor during the booklet job.

d. Open the upper jam access door and clear any jams.
e. Open the lower jam access door and remove any paper.
f. Remove any jams or obstructions.
g. Close all finisher covers.



3. If the paper being used is not A4 or letter, test with A4 or letter fed short edge first as indicated below. If a
new error occurs, follow that error guide.
4. Check the paper path from the buffer sensor to the booklet tamper sensor. Take a very close look at where
the paper leading edge stopped.
NOTE: Ensure that the buffer sensor S13 is clear of any debris and moves freely.
Callout 1 - Buffer sensor

Callout 2 - Booklet tamper sensor
5. If the error persists, check the booklet entrance motor (M15).

a. Use a piece of paper to trip the exit sensor.
● Support Tools
● Service
● Service Tools
● Diagnostics
c. Run test 113-3500, Booklet Feed Motor.
Listen for the sound of the motor functioning.
d. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness to
e. Retest the motor. If the test fails, replace the motor.
13.92.D1, 13.92.D2, 13.92.D3 or 13.98.D3 Jam in the front left door

Paper delay jam reported by the finisher buffer sensor.
The buffer is used for two purposes:
1) When pages are being delivered to the output bin, one page can be “buffered” in this area so the finisher can
continue operating at speed.
13.92.D1, 13.92.D2, 13.92.D3 or 13.98.D3 Jam in the front left door 381
2) The buffer area also serves as the entrance to the booklet maker.
Open top cover
Open jam access
Check for paper jam


Open top cover
Open jam access

Check for paper jam

2. If the error persists, check to ensure the finisher diverter is functioning correctly.
Open top cover

Open jam access
c. Locate the diverter and check it by pushing down and releasing it.
Figure 7-243 Check diverter
Call-out 1: Jam access handle
Call-out 2: Push down on diverter
Once released, the diverter should quickly pop back up.

and elevate the case using the stand
d. If the diverter does not pop back, record the serial number of the finisher and elevate the case using
the Standard Support Process
4. If the error persists, please elevate the case using the Standard Support Process
13.69.A2 or 13.98.D3
The front end of the paper fails to reach the buffer sensor during the booklet job.
13.69.A2 or 13.98.D3 387




3. Check the paper path from the finisher main exit sensor to the buffer sensor. Take a very close look at
Callout 1- Main exit sensor

Callout2 - Buffer sensor
4. If the error persists, check the finisher buffer sensor (S13).
a. Using code 113-2100, run the diagnostic test for the sensor:
● Support Tools

● Service
● Service Tools
● Diagnostics
c. Run test 113–2100, 2BinFinisher Buffer exit Sensor.
d. Put paper in and out of the following area test the sensor and see if the value changes.
Callout 1- load piece of paper.

Callout 2- Buffer exit sensor
e. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness to
the sensor and booklet PCA.
f. Retest the sensor. If the sensor does not function correctly, replace the sensor.
5. Check the booklet feed motor.
a. Run test, 113–3500, Booklet Feed Motor.
c. Retest the motor. If the test fails, replace the feed motor.


20.* errors
Errors in the 20.* family are related to the printer memory. The page might require more memory than the
printer has available.
Recommended action
1. Touch the OK button to continue.
2. Reduce the page complexity.
3. Add product memory.

30.* errors
Errors in the 30.* family are related to the flatbed scanner.
Recommended action
1. Calibrate the scanner. Open these menus: Device Maintenance > Calibrate-Cleaning > Calibrate Scanner.
2. Clean the scanner glass and glass strips.
3. Perform the tests for scanner diagnostics. Open these menus: Administration > Troubleshooting >
Diagnostic Tests > Scanner Tests.
4. Upgrade the firmware.
Go to HP FutureSmart - Latest Firmware Versions.
5. Check all connections on the scanner control board and from the scanner control board to the formatter
and the DC controller or the engine control board. If all connections are good, replace the scanner control
board.
6. Replace the formatter.
7. If the error persists, replace the scanner assembly.
30.01.09 Scanner motor locked

This error occurs when scanner motor does not move.
1. Turn the printer off.
20.* errors 393

2. Make sure the scanner lock screw is removed.
3. Turn the printer on.
Support Process.
2. Make sure the scanner lock screw is removed.
4. Open the automatic document feeder and verify the LED scan bar moves while opening.
5. If the error persists, check the scanner motor.
● Support Tools

● Service
● Service Tools
● Diagnostics
● Scanner Diagnostics
● Scanner/document feeder Test Routines
b. Run test 06–0020, Document Cover Open Sensor and test 06–0030, Document Simplex Registration
Sensor.
c. If the motor does not function correctly, replace the stepping motor.
30.01.41
Scanner communication error.
2. Remove the rear cover.
3. Check all connections between the formatter and main board PCA.
4. Reassemble the printer and turn it on.
5. If the error persists, collect all diagnostic files and elevate the case to the GBU using your Standard Support
Process
How to collect diagnostic logs.
a. Insert a USB drive into the connector on the front panel.
b. On the control panel, select Support Tools.
c. Select Troubleshooting.
d. Select Generate debug data and then touch Start. (This step takes approximately 1 minute.)
e. Select Retrieve Diagnostic Data.
f. Check Create Zipped debug data.
g. Un-check the Clean up debug data option.
h. Select Save to USB drive.
30.01.41 395
i. Select Save.
NOTE: If the file size is smaller than 10Mb then correct log has not been captured.
30.01.56 Scanner Error, power off/on

This error occurs when the duplex document feeder is not connected, or a communication error occurs with the
CIP6 board.
2. If the problem persists, check the following:
a. Turn the printer off.
b. Remove the scanner rear cover.
c. Check if the connector on the scan joint board is connected correctly (CN6).
3. Check the document feeder board and connectors.
a. Remove the automatic document feeder rear cover.
b. Check if the connector on the document feeder board is connected correctly.
For the LX automatic document feeder check (CN 2). If the inside end of wire harness connection is
raise, it will display 30.01.56 error on control panel.
For GX series automatic document feeder, check if the connector on the document feeder board is
connected correctly (CN9). If the inside end of wire harness connection is raise, it will display 30.01.56
error on control panel.

Figure 7-244 PCA Cable
c. If connectors are properly seated on the automatic document feeder PCA, then check continuity of
cable from automatic document feeder to Scan Joint board. If the cable is bad replace cable.
Part number: (elevate case for cable)
d. If the connection is OK, replace the scan-joint board.

For instructions:
E82540-E82560 and E87640-E87660: See the Repair Service Manual for this product.
E72525-E72535 and E77822-E77830 and E78323-E78330: See the Repair Service Manual for this
product.

31.* errors
Errors in the 31.* family are related to the document feeder.
Recommended action
1. Verify the document feeder top cover is completely closed when feeding pages through it.
2. Verify the document feeder input tray is not overloaded and that the guides are adjusted correctly.
3. Open the document feeder top cover and check the rollers. Clean or replace them if necessary.
4. Clean the scanner glass and all the calibration strips.
5. Calibrate the scanner. Open these menus: Device Maintenance > Calibrate-Cleaning > Calibrate Scanner.
31.* errors 397

6. Clean the scanner glass and glass strips, and clean the white strips used for calibration.
7. Perform the tests for scanner diagnostics. Open these menus: Administration > Troubleshooting >
Diagnostic Tests >Scanner Tests. Look for tests related to the document feeder, such as the Jam Cover
Sensor test.
9. Check all connections from the document feeder to the scanner control board, and reseat them if
necessary.
10. If the error persists, replace the document feeder assembly.
31.03.38 and 31.03.39

A problem has occurred with one of the document feeder rollers.
● 31.03.38 The retard roller position cannot be controlled at the start or completion of the job.
● 31.03.39 The scan-in roller position cannot be controlled at any time during the job.
1. Open the document feeder and remove any jammed paper, then close the cover and check whether it
operates again.
2. Turn off the printer, open the top door of the scanner, and check whether there are foreign substances or
paper jamming around the stacker.
3. Close the door and then check whether the problem occurs again.
operates again.
4. Check if there is any problem in the operating parts including the motor.
● Support Tools
● Service

● Service Tools
● Diagnostics
● Scanner/Document Feeder Test Routines
b. Run the following tests:
● 05-0186, Document Scanin Release Motor Forward
● 05-0187, Document Scanin Release Motor Backward
● 05-0153, Document Scanin Release Sensor
● 05-0154, Document Separation Up Down Sensor
c. Replace the following parts as needed.
Scan-in release motor part number: JC31-00009C
Scan-in sensor part number: 0604-001502
Separation sensor part number: 0604-001502
5. Replace the document feeder PCA (scan joint board).

31.03.40 and 31.03.41

A problem has occurred with one of the document feeder rollers.
● 31.03.40 The pickup roller does not function correctly when a page is placed on the scanner.
● 31.03.41 The document feeder pickup cam is not working.
operates again.
operates again.
31.03.40 and 31.03.41 399

4. Check if there is any problem in the operating parts including the motor.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run the following tests:
● 05-0130, Document Pickup Motor Forward
● 05-0131, Document Pickup Motor Backward
● 05-0140, Document Pickup Roller Detect Sensor
● 05-0184, Document Pickup Release Motor Forward
● 05-0185, Document Pickup Release Motor Backward
c. Replace the following parts as needed.
Pickup release motor part number: JC31-00009C
Pickup roller detect sensor part number: 0604-001502

31.13.00
Multipick jam in document feeder.
NOTE: This event code occurs only on HP Color LaserJet Managed Flow MFP E876, E783, E778, and HP
LaserJet Managed Flow MFP E825, E725 z-bundle.

1. Open the document feeder top cover and remove any jammed paper, then close the cover and check
whether it operates again.
Figure 7-245 Check for a paper jam
3. Check the paper. Ensure that the paper is not stapled, paper-clipped, or has any post-its attached.
NOTE: This is a multi-feed jam. Any substance that might cause the paper to stick together or feed
multiple sheets at one time can cause this issue.
4. Check the paper for excessive static build up.
5. Ensure a good quality paper is being used and meets the specifications for the document feeder.
6. Close the top cover, and then check whether the problem occurs again.
7. If the error persists with the same job you can complete the job by turning the multi-feed detection setting
off.
a. On the control panel select the COPY icon.
b. Select Options.
c. Then select Multi-feed Detection.

d. Once multi-feed detection is selected, select the Off option.
Figure 7-246 Turn off the Multi-feed Detection setting
NOTE: This will turn off the multi-feed detection for the current job only.

off.
b. Select Options.

CAUTION: The document feeder will no longer detect if multiple pages are feed and this can cause
other jam errors and can cause all pages not to be copied.

8. If the error persists across multiple jobs, try to clean the pickup roller from the window of the cover.
Figure 7-249 Clean the pickup roller
9. If the error persists, dispatch an on-site engineer with the part:
Z-bundle ADF separation roller assembly part number: JC97-04915A

Z-bundle ADF pickup roller assembly part number: JC97-04650A

off.
b. Select Options.

CAUTION: The document feeder will no longer detect if multiple pages are feed and this can cause
other jam errors and can cause all pages not to be copied.

8. If the error persists across multiple jobs, clean the ADF separation roller (callout 1), ADF feed roller (callout
2), and pickup roller (callout 3).
Figure 7-252 Clean the ADF rollers
3
2
9. If the error persists, inspect the ADF separation roller and ADF pickup roller life.
● Support Tools
● Service
● Service Tools
● Information
● Field Replacement Unit
● ADF Pickup roller and ADF Separation (Reverse) Roller
b. Check if the count number is about to reach at maximum life. This value is described as cycle count.
c. If the roller is new, remove and reinstall the roller.
d. If the ADF roller is worn out, replace the roller.
Z-bundle ADF separation roller assembly: JC97-04915A

Figure 7-253 Z-bundle ADF separation roller assembly
Z-bundle ADF pickup roller assembly: JC97-04650A

Figure 7-254 Z-bundle ADF pickup roller assembly
NOTE: The ADF pickup roller and separation roller life are the same: 200,000 pages in total.
NOTE: The ADF separation roller assembly does not have Spring CS JC61-08235A. HP recommends
having a spring prepared just in case.
31.13.01
The stacker lifting operation does not function correctly at the start of or during the job.
operates again.
31.13.01 409
operates again.
4. Remove back automatic document feeder cover and check connections. If the connector (CN9) is slightly
lifted on the outside edge, it will display 31.13.01 error on control panel. Reseat connector, test.
Figure 7-255 CN9 connection
5. Check cable from automatic document feeder PCA to Scan Joint board for continuity. If bad replace the
cable.
Part number: (elevate case to get cable)
6. For GX series automatic document feeders, check if there is any problem in the operating parts including
the motor.
● Support Tools
● Service
● Service Tools

● Diagnostics
b. Run test 05–0180, Stacker Lift Motor Forward and test 05–0181, Stacker Lift Motor Backward.
c. If the motor does not function correctly, replace the lift motor for the flow document feeder.
7. Ensure the stacker-lift-upper and lift-lower sensors are functioning correctly using test 05–0151,
Document Stacker Lift Lower Sensor and test 05–0152, Document Stacker Lift Home Position Sensor.
It the sensor fails, replace the sensor.
8. Replace the document feeder PCA
Part number (LX): JC92-02962A

Part number (GX): JC92-02964A
9. If the error persists, replace the scan joint board.

31.13.02
Original paper jam in front of the scanner
1. Open the document feeder cover remove any jammed paper. Then close the top door of the scanner and
check whether the problem occurs again.
2. Turn off the power and check whether there are foreign substances or jams around the feed sensor.
3. After opening the door of the scanner and placing the paper on the scanner again, close the door and check
whether the problem occurs again.
LX scanner recommended action for call-center agents and onsite technicians
Support Process.
The LX scanner/document feeder is found on the following models:
● E72525-E72535 dn models only
● E82540-E82560 du models only
31.13.02 411
● E78223-E78230 dnmodelsonly
1. Open and then close the top door of the scanner and check whether the problem occurs again.
2. Open the document feeder cover.
a. Push and release the pick-up module.
b. Check if the pick-up module returns to the original position.
c. Check if the spring is deformed. If the spring is defective, replace the spring.

3. If this error occurs continually, check the registration sensor and registration actuator.
a. Push and release the registration actuator.
b. Check if the registration actuator returns the original position.
c. Use the sensor test to check the correct operation of the sensor.
i. Open the following menus:
● Support Tools
● Service
● Service Tools
● Diagnostics
ii. Run test 06–0020, Document Cover Open Sensor and 06–0060, Document Simplex Registration
Sensor.
d. If the sensor is defective, replace it.
Registration actuator detector part number: JC66-04102A
Registration photo sensor part number: 0604-001393
DSDF pickup part number: JC97-04856A
4. Check the scan sensor and scan actuator. If their operation is abnormal, replace the defective part.
a. Run test 05–0070, Document Scan Read Sensor 1.
b. If the sensor does not function correctly replace the scan in assembly.
LX scanner recommended action for call-center agents and onsite technicians 413
GX scanner recommended action for call-center agents and onsite technicians
operates again.
2. Test the document feed sensor.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 05–0060, Document Simplex Registration Sensor.
c. If the sensor does not function correctly replace the sensor.

3. Test the simplex registration sensor.
a. Run test 05–0060, Document Simplex Registration Sensor.
b. If the sensor does not function correctly, replace the document feeder open cover.

For instructions:
dn bundles: See the Repair Service Manual for this product.
z bundles: See the Repair Service Manual for this product.
4. If this error occurs continually, check the duplex registration sensor.
a. Run test 05–0061, Document Duplex Registration Sensor.
b. If the sensor is defective, replace the document feeder contact image sensor.

For instructions:
GX scanner recommended action for call-center agents and onsite technicians 415
5. If this error occurs continually, check the document feeder scan in sensor.
b. If the sensor is defective, replace the scan in lower assembly.
6. If this error occurs continually, check the document feeder scan out sensor.
b. If the sensor is defective, replace the document feeder scan out assembly.
7. Check the following motors.
● Pick up motor - test 050–0130 and 05-0131
● Regi 1 motor - test 05–0160 and 05–0161

● Feed motor - test 05–0110 and 05–0111
8. As needed, replace the failing motor.
Document pickup motor part number: JC31-00009C

Document registration motors part number: JC31-00132A
Document feed drive motor part number: JC31-00177A
9. Replace the scan joint board.

31.13.03
Jam in the automatic document feeder.
When feeding the original, the front end of the original reached the feed sensor and the paper was fed the
designated distance, but the rear end of the original failed to get out of the feed sensor.
1. Open and then close the top door of the automatic document feeder and check whether the problem occurs
again.
3. After opening the door of the automatic document feeder and placing the paper on the ADF tray again,
close the door and check whether the problem occurs again.
Support Process.
1. Open and then close the top door of the automatic document feeder and check whether the problem occurs
again.
2. Open the document feeder cover. If there is jammed paper, remove it.
31.13.03 417
a. Push and release the registration actuator, check that the actuator returns to its original position.
b. Check if the registration actuator returns to the original position.
● Support Tools
● Service
● Service Tools
● Diagnostics
ii. Run test 05–0020, Document Cover Open Sensor and test 05–0060, Document Simplex
Registration Sensor.

b. If the sensor does not function correctly, replace the automatic document feeder assembly.
Part number: Non- Flow ADF assembly - JC97-04954A
5. Check the reflect film. If it is contaminated, clean it.
6. If the issue persists, check the connection on automatic document feeder PCA, connector CN2. If the wire
harness connector is pull out slightly on the outside edge from the CN2 connector, then the automatic
document feeder will give a 31.13.03 error. Reseat the cable and test.
Figure 7-257 PCA connector
operates again.
2. Test the document feed sensor.
● Support Tools
● Service

● Service Tools
● Diagnostics
b. Run test 05–0050, Document Feed Sensor.
c. If the sensor does not function correctly replace the sensor.
a. Run test 05–0060, Document Simplex Registration Sensor.
b. If the sensor does not function correctly replace the document feeder open cover.

For instructions:

For instructions:



31.13.04
Jam in the automatic document feeder.
Foreign substances are in the simplex scan sensor.
31.13.04 423
Support Process.

● Support Tools
● Service
● Service Tools
● Diagnostics
Sensor.
b. If the sensor does not function correctly replace the scan in assembly.
5. Check the reflect film. If it is contaminated, clean it.
operates again.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 05–0060, Document Simplex Registration Sensor.
c. If the sensor does not function correctly replace the document feeder open cover.

For instructions:

For instructions:



31.13.05
Original paper jam in the exit area of scanner
When feeding the original for a duplex job, the front end of the original reached the duplex scan sensor and
the paper was fed the designated distance, but the rear end of the original failed to get out of the duplex scan
sensor.
Support Process.
IMPORTANT: The following troubleshooting is only for the LX scanner. For troubleshooting for the GX scanner,
see the next complete section titled "GX scanner recommended action for call-center agents and onsite
technicians ".

2. If this error occurs continually, check the registration sensor and the registration actuator.
● Support Tools
● Service
● Service Tools
● Diagnostics
Sensor.

3. If the registration sensor is OK, check the scan 2 sensor and the exit sensor.
a. Run test 05-0071 Scan 2 sensor and 05–0080 Exit sensor.
Callout 1 - Scan 2 sensor.

Callout 2 - Exit sensor.
b. If the scan 2 sensor fails, replace the automatic document feeder (ADF).
Part number: Non Flow ADF – LX Kit - JC97-04954A
c. If the exit sensor fails, replace the DSDF exit assembly.
operates again.

● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 05–0071, Document Scan Read Sensor 2.
c. If the sensor is defective, replace the document feeder scan out assembly.



32.* errors
Errors in the 32.* family are related to either product start events or to backup and restore events.
Recommended action
2. Retry the job.
32.08.A1, 32.08.A2, 32.08.A3

An event related to starting the printer.
32.* errors 431

32.08.A1 (event code)
Shutdown event. Boot after abnormal shutdown.
Boot from normal shutdown event.
Regular boot event.
Recommended action
▲ No action necessary.
32.1C.05
The restore job ticket was submitted with invalid credentials.
Recommended action
1. Verify the credentials that were submitted.
2. Check the domain, user name, and password.
32.1C.06 (event code)

The backup job ticket was submitted with invalid credentials.
Recommended action
1. Verify the credentials that were submitted.
2. Check the domain, user name, and password.

Backup restore permissions error.
There was an error during the creation, read, or write of the restore file.
Recommended action
▲ Retry the job.

Not enough disk space to perform backup/restore, or a network share issue.
There was an error during the creation, read, or write of the backup file.
Recommended action
1. Retry the job.
2. Remove stored jobs and retry.

3. If the error persists, try using a larger capacity storage device for the share location and check the network
share settings.
4. Check the network share or try setting up a new shared network drive or folder.

Tried to restore a backup file that was not valid for this printer.
The data in the backup file specified in the restore job ticket is no longer valid due to a corruption of the data, or
the data is no longer present.
Recommended action
▲ Use a valid backup file.
32.1C.0A (event code)

Backup file is invalid.
The data in the backup file specified in the restore job ticket is no longer valid due to a corruption of the data, or
the data is no longer present.
Recommended action
1. Use a valid backup file.
2. Reboot, and then observe the state of the printer.
3. If the error persists, perform a partition clean from the Preboot menu.
32.1C.0D (event code)

Backup/restore failed, auto-reboot failed, or the printer might be busy.
Recommended action
▲ Reboot, and then retry the backup/restore.

Backup/restore time-out while communicating with the engine.
The backup operation was aborted because the printer is busy.
Recommended action
▲ Wait until the printer is idle, and then try again.
32.1C.13, 32.1C.14
Not enough space exists to perform the backup.
The backup was aborted because the disk is at a critical level or full.
Scheduled backup failure.
32.1C.09 (event code) 433

Recommended action
▲ Free up disk space, and then try again.
32.1C.15
The restore operation was aborted because the backup file was created by a previous version of firmware no
longer supported by the feature.
Recommended action
▲ Use the current backup file.
32.1C.2E
The restore operation was aborted because the printer is busy.
Recommended action
1. Wait until the printer is idle, and then retry.
2. Turn the printer off then on, and then retry.
32.1C.2F
Reset failure.
Recommended action
▲ Turn the printer off, and then on. Retry the job.
32.1C.40
The backup operation completed successfully (informational).
Recommended action
32.1C.41
The backup operation encountered an error (informational).
Recommended action
32.1C.42
The backup operation completed, but with a warning message (informational).
Recommended action

32.1C.43
A component in the backup file is not supported by the current version of firmware and will not be restored
(informational).
Recommended action
32.1C.44
A component in the backup file is not transferable to another printer and will not be restored (informational).
Recommended action
32.1C.45
Some data was not included in the backup file (informational).
Recommended action
32.1C.46
An expected component could not be found and was thus not backed up. Because components should be known
on backups, this code is a warning (informational).
Recommended action
32.1C.47
Some data was not restored from the backup file (informational).
Recommended action
32.1C.48
The backup job ticket was submitted using an invalid network path.
Recommended action
1. Check that a shared folder was provided as part of the network path and not left blank.
2. Check that the server and the shared folder exists.
3. Check that you (or the applicable user) has permission to access the shared folder on the provided server.
32.1C.49
The backup job ticket was submitted with a bad encryption.
32.1C.43 435
NOTE: This would only apply to a web services call to perform a backup with a blank PIN
Recommended action
▲ Verify that the encryption personal identification number (PIN) meets the restrictions for the printer.
32.1C.4A
An error occurred when creating the temporary directories used to store the backup files in transition to and from
the compressed (ZIP) file.
Recommended action
1. Retry the job.
2. If this does not resolve the issue, turn the printer off then on again and retry the job.
3. If the error persists, perform a Format Disk procedure using the Preboot menu.
For the steps to perform a Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.
32.1C.56
Reset aborted. Backup/restore in progress (informational).
Recommended action
32.1C.57
Reset aborted (informational).
Recommended action
32.1C.58
Unknown reset error (informational).
Recommended action
32.1C.60
The restore operation completed successfully (informational).
Recommended action
32.1C.61
The restore operation encountered an error.

Recommended action
▲ Review the printer's event log to see specific details about the failure.
32.1C.62
The restore operation completed, but with a warning message.
Recommended action
▲ Review the error log to see specific details about the failure.
32.1C.68
The restore job ticket was submitted using an invalid network path.
Recommended action
1. Check that a shared folder was provided as part of the network path and not left blank.
2. Check that the server and the shared folder exist.
3. Check that you (or the applicable user) has permission to access the shared folder on the provided server.
4. Check that the path includes the compressed .ZIP file name as part of the path.
32.1C.69
The restore job ticket was submitted with a bad encryption personal identification number (PIN).
Recommended action
▲ Verify the encryption personal identification number (PIN) is the same PIN used to encrypt the backup file.
32.1C.6A
An error occurred when creating the temporary directories used to store the restore files in transition to and from
the compressed (ZIP) file.
Recommended action
▲ Retry the job.
32.1C.6D
An unusual error occurred when running the restore operation.
Recommended action
▲ Retry the job.
Recommended action 437

33.* errors
Errors in the 33.* family are related to the printer’s storage system or the formatter. The component might have
been previously installed in another printer and is therefore locked to that other printer. Or, the component might
be incorrect for this printer.
Recommended action
▲ Install the correct component for this printer.
33.01.xx
A save or restore process has occurred.
● 33.01.01 (event code)
A restore process has occurred.
● 33.01.02 (event code)
A save process has occurred.
● 33.01.03 (event code)
Save recover functionality OK after previously being disabled.
Recommended action
33.04.01 Missing TPM

A Trusted Platform Module is missing from a printer that previously had a TPM installed.
TPM accessory (optional): This system is using a TPM module installed as an accessory to protect data and it
is not present. The original TPM must be returned or you can select the Stop Using option in the preboot TPM
sub-menu. All data will be cryptographically erased and a reload of firmware from USB might be required.
TPM Standard (Standard on product): This system is using a TPM module installed at the factory to protect data
and it is not present. Verify that the TPM is seated firmly on the formatter, in case of shifting during shipment. If
the TPM has been removed for a formatter replacement, put the original TPM on the board. If the original TPM
cannot be reinstalled or has become damaged, DO NOT replace any parts. Replace the printer.
Recommended action
2. Reinstall the missing TPM module into the printer.
NOTE: If the TPM accessory was installed, you can also go to the Administration menu and under TPM,
select the Stop Using option if you no longer want to use the TPM accessory.
3. Restart the printer.

33.04.02 Missing TPM
The wrong TPM is installed on a printer that previously had a different TPM installed.
TPM Optional device: This system is using a TPM module to protect data and it is not present. The original TPM
module must be returned or you may select the Stop Using option in the preboot TPM sub-menu.
Recommended action
2. Reinstall the original TPM module into the printer.
3. Restart the printer.
4. Go to the Administration menu and under TPM and select the Enable and Use option.
NOTE: To no longer use the TPM device, go to the Administration menu and under TPM and select the Stop
Using option.
33.04.03 Unknown TPM

A used TPM has been installed on a printer that has not previously had a TPM installed.
TPM Optional device: This system is using a TPM module to protect data and it is not present. The TPM module
currently installed is used to protect data in another device. The original TPM module must be returned or you
can start using this TPM module by selecting the Enable and Use option in the preboot TPM sub-menu. You can
also stop using a TPM altogether.
Recommended action
1. Turn the printer off and remove the TPM module. The printer will not be protected.
2. If choosing to protect the printer with the used TPM, refer to the "Install a new or re-enable an existing
TPM after disabling a previous TPM" section of the http://h10032.www1.hp.com/ctg/Manual/c04499622
(c04499622).
33.04.04 or 33.04.05 Unknown TPM

A new Trusted Platform Module is installed in a printer that had previously been configured to a different TPM
accessory or a TPM installed from the factory.
This system contains a TPM module that is used to protect data in another device. The original TPM module that
was shipped in the device must be reinstalled.
For units with a TPM accessory: If the original is unavailable, install a new TPM accessory.
For units that shipped with a TPM on board standard: If the original TPM installed in the factory is unavailable or
damaged, DO NOT replace any parts. Elevate using the standard support process.

33.04.02 Missing TPM 439

2. If the error persists, dispatch an onsite technician.
Recommended action for call center agents and onsite technicians
2. Turn the printer off, and then on. While the printer turns on, enter the Preboot menu.
3. From the Preboot menu, select Administrator, and then select TPM Config.
4. Select Get status, Enabled and then select Disable TPM and confirm. The printer will reboot.
NOTE: After a message states that the printer is restoring, wait for the printer to restart and to be in a
Ready state.
5. Print a configuration page, the event log, and collect the JDP log to verify that the TPM is disabled.
6. Turn the printer off, and then turn it on.
7. Open the Preboot menu.
8. From the Preboot menu, select Administrator, and then select TPM Config.
9. Select Get status, Disabled and then select Enable TPM and confirm. The printer will reboot.
NOTE: Wait for the printer to restart and to be in a Ready state.
10. After the printer is initialized, print a Configuration Page to verify that the TPM is enabled.
NOTE: Never replace the TPM on a unit that shipped with one. The TPM that can be ordered is only
available for adding a level of security on the device never had a TPM paired from the factory, a new one can
not be installed for security reasons.
33.05.0z SureStart errors

A SureStart error has occurred.
The printer detected and recovered from a corrupted version of BIOS.
● 33.05.01 Boot code corrupt (event code)
The newly downloaded firmware failed to cryptographically validate the BIOS code.
● 33.05.04 Security alert

● 33.05.04 Upgrade corrupt (event code)
● 33.05.08 Invalid boot attempt (event code)
● 33.05.09 Downgrade attempted (event code)
Recommended action
1. For 33.05.01, 33.05.02, and 33.05.03: No action is necessary.
2. For all other errors: Download a firmware bundle to the printer from the Preboot menu.
Go to: HP FutureSmart - Latest Firmware Versions
NOTE: For more information on SureStart, go to: HP SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual (Doc ID: c04863614).
33.05.1x Whitelisting errors

An error occurred with a firmware file digital signature or an error with the certificate used to validate the
firmware file certificate.
● 33.05.10 Firmware verification Error: XX (Event code)
Recommended action
1. Perform a Format Disk procedure.
HP Enterprise, HP Managed - Perform a Partial Clean or Format Disk to reset the printer
2. If the device does not reboot to Ready, download a firmware bundle to the device from the Preboot menu.
NOTE: Performing a Format Disk procedure is required before downloading a firmware bundle.

For more information on SureStart, go to HP SureStart Whitelisting and Intrusion Detection Troubleshooting
Manual. Doc ID c04863614.
33.05.2x Intrusion detection errors

The intrusion detection system has encountered an error.
The intrusion detection memory process determined an unauthorized change in system memory.
● 33.05.21 Potential intrusion (Event code)
The intrusion detection memory process heartbeat was not detected.
● 33.05.22 Cannot scan for potential intrusions (Event code)
The intrusion detection memory process did not initialize.
● 33.05.23 Intrusion detection not initialized (Event code)
● 33.05.24 Intrusion detection initialization error (Event code)

1. Turn the printer off then on.
2. Make sure that the printer is in a Ready state.

NOTE: Selecting Continue from the Preboot menu will not resolve the error. The printer must be turned off,
and then on to clear the error allowing the printer to reboot to a Ready state.
NOTE: With firmware version 3.7, the following message “A disk or boot error has occurred. Clear Error. Press
Any Key” is displayed when selecting Continue from the Preboot menu after encountering a 33.05.2z or
33.05.5z error. This message should be ignored.
For more information on the Intrusion Detection error, go to the following document: c04863614.
HP SureStart Whitelisting and Intrusion Detection Troubleshooting Manual
33.05.5z Intrusion detection errors

The intrusion detection system has encountered an error.
The intrusion detection memory process determined an unauthorized change in system memory.

● 33.05.51 Potential intrusion (Event code)
The intrusion detection memory process heartbeat was not detected.
● 33.05.52 Cannot scan for potential intrusions (Event code)
The intrusion detection memory process did not initialize.
● 33.05.53 Intrusion detection not initialized (Event code)
● 33.05.54 Intrusion detection initialization error (Event code)
NOTE: Selecting Continue from the Preboot menu will not resolve the error. The printer must be turned off,
and then on to clear the error allowing the printer to reboot to a Ready state.
NOTE: With firmware version 3.7, the following message “A disk or boot error has occurred. Clear Error. Press
Any Key” is displayed when selecting Continue from the Preboot menu after encountering a 33.05.2z or
33.05.5z error. This message should be ignored.
For more information on the Intrusion Detection error, go to the following document: c04863614.
HP SureStart Whitelisting and Intrusion Detection Troubleshooting Manual

40.* errors
Errors in the 40.* family are related to input/output accessories, such as USB storage devices, Jetdirect cards, or
EIO cards or on-board network functions.
Recommended action
1. Touch the OK button to clear the error.

2. Remove and then reinstall the accessory.
40.00.01 USB I/O buffer overflow To continue, touch “OK”

The USB buffer has overflowed.
Recommended action
1. Touch the OK button to print the transferred data (some data might be lost).
2. Check the host configuration.
40.00.02 Embedded I/O buffer overflow To continue, touch “OK”

The product has experienced a JetDirect buffer overflow.
Recommended action
1. Touch the OK button to print the transferred data (some data might be lost).
2. Check the host configuration.
40.00.03 EIO <x> buffer overflow To continue, touch “OK”

Too much data was sent to the EIO card in the specified slot (x). An incorrect communications protocol might be in
use.
Recommended action
▲ Touch the OK button to print the transferred data (some data might be lost).
40.00.04 EIO <x> bad transmission To continue, touch “OK”

The connection between the product and the USB device has been broken.
Recommended action
1. Touch the OK button to clear the error message and continue printing.
2. Remove, and then reinstall the USB device.
40.00.05 Embedded I/O bad transmission To continue, touch “OK”

The USB device has been removed.
Recommended action
1. Touch the OK button to clear the error message (data will be lost).
2. Install the USB device.
40.08.0x USB storage accessory removed

The USB storage accessory has been removed.
x = 0 or 1; information code.

Secure file erase is enabled.
Recommended action
40.0x.05 USB storage accessory removed

The USB storage accessory was removed.
x = 1, 2, 3, 5, or 6; information code.
Recommended action

41.* errors
Errors in the 41.* family are related to printing problems, such as a mismatch between the paper that is in the
printer and the paper the printer is configured to use.
Recommended action
1. Verify the tray is loaded with the correct paper type, and that the guides are adjusted correctly.
2. Verify the paper type and size settings on the control panel match the paper in the tray.
3. Verify the paper type and size settings in the print driver match the paper in the tray.
4. Use the Tray/Bin manual sensor test to verify the media switch in the cassette is working correctly.
5. Turn the printer off and then on.
6. If the issue persists, replace the DC controller.
41.03.YZ Unexpected size in tray <X>

The printer detected a different paper size than expected.
Y = Type, Z = Tray
● Y = 0: Size mismatch. Detected paper is longer or shorter than expected.
● Y = A: Size mismatch. Detected paper too long.
● Y = B: Size mismatch. Detected paper too short.
● Y = C: Size mismatch. Inter-page gap error.
● Z = D: Source is the duplexer.
● Z = 1: Source is tray 1.

1. Touch OK to use another tray.
Support Process.

3. Check the failing tray to ensure that when the tray guides are moved, the sensor guides on the back of the
tray move and are not damaged. If they are damaged, replace the tray.
Tray 2 part number: JC90-01619A

Tray 3 part number: 5QJ90-60109
4. Check if the failing tray sensor fingers are damaged or seated correctly. Reseat or replace the sensor
assembly as needed.

5. Test the paper size sensors for the failing tray.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run one of the following tests for the failing tray.
● 102–0041, Transfer Assembly Paper Size Read (Tray 2 paper size detection).
● 102–0111, Tray 3 Size 3 Sensor.
● 102–0181, Tray 4 Paper Size Read.
c. If the sensor test fails, replace the sensor assembly.
41.03.FZ Unknown Misprint Error

This is a general misprint error. Either paper is loaded off-center with the side guides in the tray, or a paper-width
sensor failure occurred from an unknown tray. The error will be one of the following:
● 41.03.F0
● 41.03.F1
● 41.03.F2
● 41.03.F3

● 41.03.F4
● 41.03.F5
● 41.03.FD
Support Process.

3. Check the failing tray to ensure that when the tray guides are moved, the sensor guides on the back of the
tray move and are not damaged. If they are damaged, replace the tray.

4. Check if the failing tray sensor fingers are damaged or seated correctly. Reseat or replace the sensor
assembly as needed.
5. Test the paper size sensors for the failing tray.
● Support Tools
● Service
● Service Tools
● Diagnostics

b. Run one of the following tests for the failing tray.
● 102–0041, Transfer Assembly Paper Size Read (Tray 2 paper size detection).
● 102–0111, Tray 3 Size 3 Sensor.
c. If the sensor test fails, replace the sensor assembly.

42.* errors
Errors in the 42.* family indicate an internal system failure has occurred.

1. Turn the printer off, and then on. Retry the job.

42.B0.01
Missing string in firmware error.
Recommended action
2. If the error persists, upgrade the firmware to the latest version.
42.* errors 451

44.* errors
Errors in the 44.* family are related to the digital send functionality: fax, email, send to SharePoint, or save to
folder.
Recommended action
1. In many cases, the error will automatically clear, and you can try the job again.
2. Verify the digital send feature has been correctly configured at the control panel and with the HP Embedded
Web Server (EWS).
NOTE: To access the EWS, open a Web browser, and in the address line, enter the printer IP address.
4. For fax errors, verify the fax card is correctly installed on the formatter.
5. For SharePoint or save-to-folder errors, verify the permissions are set correctly for access to the SharePoint
or network folder.
6. For email errors, verify connectivity to the network, and verify the SMTP gateway is configured correctly.
Also verify if there is a size limit on email attachments.
7. If the error persists, reset the printer to factory settings, and then upgrade the firmware to the latest
version.
44.01.xx Error Event log message

A digital send error has occurred.
Recommended action
1. No action necessary. This error message should automatically clear.
2. Try to send the job again.
3. If the error does not clear or it returns:
a. Use optimal resolution and image quality settings.
b. Wait until all the digital send jobs have been processed.
c. Turn the printer off, and then on. Retry the job.
d. Verify if there is an attachment limit on the email.
e. Verify network connectivity, SMTP gateways, access to folder share.

44.02.xx Error Event log message (Multifunction product only.)
Personal address book error has occurred.
Recommended action
2. Check the digital send configuration and address book.

▲ Try to send the job again.
Recommended action
1. Use optimal resolution and image quality settings.
2. Wait until all the digital send jobs have been processed.
3. Turn the printer off, and then on and retry the job.
4. Verify if there is an attachment limit on the email.
5. Verify network connectivity, SMTP gateways, access to folder share.

A Digital Send Email error has occurred.
Recommended action
2. Check the digital send configuration.

A Digital Send Folder Job error has occurred.
Recommended action

Digital Send Remote Printer Job Error has occurred.
Recommended action
44.02.xx Error Event log message (Multifunction product only.) 453


SharePoint Job Error has occurred.
Recommended action
1. If this is the first time the error has occurred, cancel and then restart the job.
2. If the error occurs repeatedly, reboot the engine and retry the job.
3. If error still persists, reset to factory settings. Upgrade to most current firmware.

A send to email error has occurred.
Recommended action
For more information, go to HP LaserJet Enterprise MFP - Set up Scan to Email.
44.11.0E Error Event log message (Multifunction product only.)

The attachment filename already exists at the destination, and the fail-on-filename-collisions flag was set. This
file will not be sent.
Recommended action
1. If this is the first time the error has occurred, use a different filename or verify that the filename is not
already in use.
2. If the issue persists, use a unique filename or disable the fail-on-filename-collisions flag.

Recommended action
Try to send the job again.
Check the digital send configuration.

The attachment filename already exists at the destination, and the fail-on-filename-collisions flag is set. This file
will not be sent.

Recommended action
already in use.
2. If the issue persists, use a unique filename or disable the fail-on-filename-collisions flag.

Recommended action
44.16.01 Error Event log message (Multifunction product only.)

A digital send error has occurred while trying to create file type.
XX =
● 01 – RTF File
● 03 – CSV File
● 04 – HTML File
● 05 – XML File
● 06 – XPS File
● 07 – PDF File
Recommended action

The destination URL was found to be invalid or unreachable.
Recommended action
1. If this is the first time the error has occurred, cancel and then restart the job.
2. If the error persists, turn the product off and then on and retry the job.
3. If the error still persists, reset to factory settings. Upgrade to the current firmware version.

The destination URL is not a SharePoint site.

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and then restart the job.
2. If the error persists:
● Check network connection settings.
● Verify access to the SharePoint site.

Credentials associated with the SharePoint destination were found to be invalid or missing.
Recommended action

Credentials do not have write access to the SharePoint destination.
Recommended action

Upload of image file failed. Reason unknown.
Recommended action
2. If the error persists, turn the product off then on again and retry the job.
3. If the error still persists, reset to factory settings. Upgrade to the current firmware version.

Upload of image file failed.
The file exceeded the maximum form submission length on the Web server.

Recommended action
1. If this is the first time the error has occurred, send fewer pages in the job, lower the DPI of the scanned
pages, or select a file type that splits pages into separate files (for example, jpeg).
2. If the error occurs repeatedly, contact the SharePoint site administrator to increase the Web server's
maximum form submission length.

Upload of image file failed. The SharePoint site storage quota limit was exceeded.
Recommended action
1. If this is the first time the error has occurred, make space on the SharePoint site by deleting some files, and
then retry the job.
2. If the error occurs repeatedly, contact the SharePoint site administrator to increase the storage quota limit.

Upload of image file failed. A folder or filename length is too long.
Recommended action
1. If this is the first time the error has occurred, check the destination URL and filename in the SharePoint job
configuration to verify no folder or filename exceeds the maximum of 128 characters.
2. If the error occurs repeatedly, try sending to a different folder on the SharePoint site or changing the
filename (which could include prefix or suffix).
44.16.0A Error Event log message (Multifunction product only.)

Upload of the image file failed.
The image file already exists on the server and is checked out for editing by another user.
Recommended action
1. If this is the first time the error has occurred, verify that the filename used by the job is not checked out on
the SharePoint site.
2. If the error persists, use a different filename for the job.
44.16.0B Error Event log message (Multifunction product only.)

Upload of the image file failed.
The image file already exists on the server and the job was set to not overwrite files.
Recommended action
1. If this is the first time the error has occurred, set the job to overwrite existing files.
2. If the error persists, use a different filename for the job.

44.16.0D Error Event log message (Multifunction product only.)
Encountered an unexpected processing error while transferring attachments to the destination SharePoint.
Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and restart the job.
2. If the error persists, turn the product off, and then on and retry the job.
3. If the error persists, reset to factory settings. Upgrade to the current firmware version.

The attachment filename already exists at the destination, and the fail-on-filename-collisions flag was set. This
file will not be sent.
Recommended action
already in use.
2. If the error persists, use a unique filename or disable the fail-on-filename-collisions flag.
44.16.0F Error Event log message (Multifunction product only.)

Not enough memory to process the current SharePoint Job.
Recommended action
1. If this is the first time the error has occurred, cancel and/or restart the job, breaking it up into small jobs.
2. Repeat this process if the error persists until job goes through.

The SharePoint server is using an invalid certificate.
Recommended action
1. If this is the first time the error has occurred, send the SharePoint job to a non-secure address, or send the
job to a SharePoint server that has a valid certificate.
2. If the error occurs repeatedly, send the job to a different, trusted SharePoint server.
44.16.FF Error Event log message (Multifunction product only.)

An unexpected error occurred in the SharePoint resource device code.
Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and restart the job.
2. If error persists, turn the product off, and then on and retry the job.
3. If the error persists, reset to factory settings. Upgrade to the current firmware version.

A fax error has occurred.
Recommended action
2. Check the fax settings to make sure they are set to the proper settings for the environment.
3. If the issue persists, for additional fax troubleshooting information go to HP LaserJet Enterprise MFP, HP
PageWide Enterprise MFP - Checklist for solving fax problems.
44.90.xx, 44.91.xx, 44.92.xx Error Event log message

A fax error has occurred.
Recommended action
2. Check the fax settings to make sure they are set to the proper settings for the environment.
3. If the issue persists, for additional fax troubleshooting information go to HP LaserJet Enterprise MFP, HP
PageWide Enterprise MFP - Checklist for solving fax problems.

45.00.07
Failed to connect to host or proxy.
The communication between the formatter and the main board failed.
This error occurs while trying to access the Support Tools/Service/Service Tools Menu.
NOTE: The timeout and host/proxy, it is referring to the internal network communication. Not the JDI LAN drop
to a router/Switch/Hub.
45.00.70
Network connection not present. Port is initializing or is unavailable.
Typically, the RJ45 cable between the main board and formatter is disconnected.
45.00.1C
Operation Time Out
There is an issue with the communication connection between the main board and formatter board and it has
timed out.
44.34.xx Error Event log message 459

NOTE: The timeout and host/proxy, it is referring to the internal network communication. Not the JDI LAN drop
to a router/Switch/Hub.

46.* error messages
Errors in the 46.* family occur when the printer is trying to perform an action that it is not able to complete.
● No network connectivity
● A problem with the file being printed, with the software application sending the job, or with the print driver

2. Verify the printer is connected to the network, look at the network port connection on the back of the
printer, and verify that the amber activity light flashes indicating network traffic, and the green link-status
light is continuously lit indicating a network link. If the problem continues, try a different network cable or
port on the hub and check network configuration settings such as the printer's IP address.
3. Send a different file from the same software application to see if the error is specific to the original file. Try
sending a job from a different software application to see if the error is specific to the application. Verify the
computer has the correct print driver installed.

2. Verify the printer is connected to the network. If it is not, use a different network cable, and check the
configuration settings.
3. Send a different file from the same software application to see if the error is specific to the original file. Try
sending a job from a different software application to see if the error is specific to the application. Verify the
computer has the correct print driver installed.
4. Upgrade the printer firmware.
5. If the error persists, use the troubleshooting flowcharts in this document: HP LaserJet FutureSmart Devices
- 49 error Troubleshooting (Persistent and Intermittent)

47.* errors
Errors in the 47.* family indicate an internal error has occurred.

2. Resend the print job.

47.00.xx
Back channel internal error.


47.* errors 461

47.01.xx
Image transformer internal error.


3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.
47.02.xx
Job parser internal error.


47.03.xx
Print job internal error.


47.04.xx
Print spooler 9100 internal error.


47.05.xx
Print spooler framework internal error.



47.06.xx
Print application internal error.


47.FC.yz Printer Calibration Failed To continue, touch “OK”

The device is unable to access or implement one of the image patterns files.
y = Calibration type, z = Event
● 47.FC.00 (event code) Color plane registration (CPR) Image not found at system initialization
● 47.FC.01 (event code) CPR Store Image failure
● 47.FC.02 (event code) CPR Image not found
● 47.FC.03 (event code) CPR Print engine execution failure
● 47.FC.10 (event code) Consecutive Dmax Dhalf Image not found at system initialization
● 47.FC.11 (event code) Consecutive Dmax Dhalf Store image failure

● 47.FC.12 (event code) Consecutive Dmax Dhalf Image not found
● 47.FC.13 (event code) Consecutive Dmax Dhalf Print engine execution failure
● 47.FC.20 (event code) Error Diffusion Image not found at system initialization
● 47.FC.21 (event code) Error Diffusion Store image failure
● 47.FC.22 (event code) Error Diffusion Image not found
● 47.FC.23 Error Diffusion Print engine execution failure
● 47.FC.30 0 (event code) Drum Speed Adjustment Image not found at system initialization
● 47.FC.31 (event code) Drum Speed Adjustment Store image failure
● 47.FC.32 (event code) Drum Speed Adjustment Image not found
● 47.FC.33 (event code) Drum Speed Adjustment Print engine execution failure
● 47.FC.40 (event code) Pulse Width Modulation Image not found at system initialization
● 47.FC.41 (event code) Pulse Width Modulation Store image failure
● 47.FC.42 (event code) Pulse Width Modulation Image not found
● 47.FC.43 (event code) Pulse Width Modulation Print engine execution failure

1. Turn the product off, and then on again.
2. If the error persists, reload the firmware.

1. Turn the product off, and then on again.
2. If the error persists over multiple power cycles, then do the following.
● In the Support Tools/Troubleshooting/Diagnostics menu, run the hard disk tests to validate the health
of the device. Fix any issue found with the mass storage device.
3. If the error persists, reload the firmware.
For the procedure to perform a Format Disk procedure., go to: HP LaserJet Enterprise Printers - Performing
a Partial Clean or Format Disk Procedure (c03398779).

48.* errors
Errors in the 48.* family indicate an internal error has occurred.


1. In most cases, no action is necessary.
2. If the error persists, upgrade the printer firmware.
3. If the error persists, use the troubleshooting flowcharts in this document: HP LaserJet FutureSmart Devices
- 49 Error Troubleshooting (Persistent and Intermittent)
NOTE: 48.wx.yz are similar to 49.wx.yz errors and use the same troubleshooting steps and procedures.
48.0D.01 Remote Image Disk error

The hard disk drive on the main board PCA has experienced an error.
2. Disconnect and reconnect both ends of the cable harness from the main board PCA to the hard disk drive.
Recommended action for service technicians
3. If the error persists, replace the hard disk drive.


49.13.01
Error in the native video pipeline.

2. Please go to the following document for troubleshooting procedures:

E87640-E87660 - 49.13.0 in solid condition
49.38.0C or 49.38.0D
A 49.38.0C or 49.38.0D error intermittently (or persistently) displays on the printer control panel.

2. If the 49.38.0C or 49.38.0D error occurs with a network connectivity problem or specific print job,
troubleshoot with the flowcharts in the following document:
HP FutureSmart - 49 Error Troubleshooting (Persistent and Intermittent)
3. If any of the following symptoms are observed, continue to the next step.
● The error returns after temporarily being cleared by power-cycling the printer, performing a partial
clean, or formatting the hard drive
● A "Disk Full" or "Data Corruption" error message displays on the printer control panel
● The printer hangs with an "Initializing..." message continuously displayed on the control panel
49.13.01 467
4. Click the link below to open the Service Action Advisory (SAA) and follow the steps provided to determine if
the issue is covered by the SAA and warrants a replacement of the hard disk drive (HDD) free of charge.

E87640-E87660 - A 49.38.0C or 49.38.0D error displays on the printer control panel or in the event
log (Service Action Advisory)
IMPORTANT: Do NOT perform a partial clean or replace any parts before obtaining the Device Data File.
If the printer is not operating normally due to a fatal hard disk failure and you are unable to obtain the
Device Data File (.xml), check other failure conditions.
● If the scope (failure condition) described in the Service Action Advisory is met, log an 02G case, dispatch
a Hard Disk Drive (HDD) to fix the failing printer.
● If the scope (failure condition) described in the Service Action Advisory is not met, or the customer is
unable to verify all the failure conditions, log a normal process case, dispatch an onsite technician with
a Hard Disk Drive (HDD) part.
Table 7-5 Hard Disk Drive part information
Part name Part number
500GB secured Hard Disk Drive (HDD) L41606-011
2. If the 49.38.0C or 49.38.0D error occurs with a network connectivity problem or specific print job,
troubleshoot with the flowcharts in the following document:
3. If any of the following symptoms are observed, continue to the next step.
● The error returns after temporarily being cleared by power-cycling the printer, performing a partial
clean, or formatting the hard drive
● A "Disk Full" or "Data Corruption" error message displays on the printer control panel
● The printer hangs with an "Initializing..." message continuously displayed on the control panel
4. Click the link below to open the Service Action Advisory (SAA) and follow the steps provided to determine if
the issue is covered by the SAA and warrants a replacement of the hard disk drive (HDD) free of charge.

E87640-E87660 - A 49.38.0C or 49.38.0D error displays on the printer control panel or in the event
log (Service Action Advisory)
IMPORTANT: Do NOT perform a partial clean or replace any parts before obtaining the Device Data File.
If the printer is not operating normally due to a fatal hard disk failure and you are unable to obtain the
Device Data File (.xml), check other failure conditions.
● If the scope (failure condition) described in the Service Action Advisory is met, log an 02G case, dispatch
a Hard Disk Drive (HDD) to fix the failing printer.

● If the scope (failure condition) described in the Service Action Advisory is not met, or the customer is
unable to verify all the failure conditions, log a normal process case, dispatch an onsite technician with
a Hard Disk Drive (HDD) part.
Table 7-6 Hard Disk Drive part information
Part name Part number
500GB secured Hard Disk Drive (HDD) L41606-011
5. If the error persists, elevate to next level support.
49.XX.YY Error To continue turn off then on

A firmware error occurred.
Possible causes:
● Corrupted print jobs
● Software application issues
● Non-product specific print drivers
● Poor quality USB or network cables
● Bad network connections or incorrect configurations
● Invalid firmware operations
● Unsupported accessories
A 49 error might happen at any time for multiple reasons. Although some types of 49 errors can be caused by
hardware failures, it is more common for 49 errors to be caused by printing a specific document or performing
some task on the printer.
49 errors most often occur when a printer is asked to perform an action that the printer firmware is not capable
of and might not have been designed to comply with, such as:
● Printing files with unsupported programming commands
● A unique combination of user environment and user interactions with the printer
● Interfacing with a third-party solution that was not designed to work with the printer
● Specific timing, network traffic, or concurrent processing of jobs

NOTE: LaserJet formatter PCAs are rarely the root cause of 49 service errors. Please do not replace the
formatter unless troubleshooting has identified the formatter as the root cause.
2. If the error persists, check the following:
● The error might be caused by a network connectivity problem, such as a bad USB or network interface
cable, a bad USB port, or an invalid network configuration setting.
49.XX.YY Error To continue turn off then on 469

● The error might be caused by the print job, due to an invalid print driver, a problem with the software
application, or a problem with the file being printed.
● Upgrading the printer firmware might help resolve the error.

NOTE: LaserJet formatter PCAs are rarely the root cause of 49 service errors. Please do not replace the
formatter unless troubleshooting has identified the formatter as the root cause.
2. If the error persists, check the following:
● The error might be caused by a network connectivity problem, such as a bad interface cable, a bad USB
port, or an invalid network configuration setting.
● The error might be caused by the print job, due to an invalid print driver, a problem with the software
application, or a problem with the file being printed.
● Upgrading the printer firmware might help resolve the error.
3. If the error persists, continue troubleshooting with the flowcharts for either Intermittent or Persistent 49
error troubleshooting (whichever is appropriate) in document c03122817:
HP LaserJet FutureSmart Devices - 49 Error Troubleshooting (Persistent and Intermittent)

50.* errors
Errors in the 50.* family indicate a problem with the fuser.



1. Turn the printer off, and remove the fuser. Check the fuser for damage or obstructions. Reinstall or replace
the fuser as needed.
2. Check the connectors between the fuser and the DC controller and from the fuser to the printer.
3. Replace the fuser. If it has already been replaced, replace the fuser power supply.
50.FF.01 Fuser error

The temperature of the fuser is less than a certain temperature.
The thermistor can’t measure the fuser temperature. The heat-roller will not heat-up.

Recommended actions for call-center agents and onsite technicians
1. Turn the printer off and remove and then reinstall the fuser. Turn the printer on.
2. Check the power source. Ensure the power source meets the printer requirements. Ensure the printer is
plugged directly into a wall outlet and not into any other device.
NOTE: The voltage during the normal operation should be ±10% of the rated voltage.
3. Ensure that the printer is not located in front of a vent or window where the cool air might interfere with the
ability of the fuser to heat up.
4. Check the connector on the fuser for damage or broken pins. If needed replace the fuser.

50.FF.01 Fuser error 471

5. Check the connector inside the printer that connects to the fuser. If the connector is damaged, replace the
fuser connector assembly.
6. If the problem persists, replace the fuser unit.

7. If the problem persists, replace the fuser drive board (FDB), or the LVPS Type-5, or the main board as
needed.
Part number: FDB 110V - JC44-00211A

Part number: LVPS Type-5 110v - JC44-00249A

Part number: Main board - JC92–02746A

NOTE: The main board PCA should be the last part replaced if needed.
50.FF.02 Fuser error

The pressurized control of the fuser is not operating correctly.
The pressure control unit (cam unit) of the fuser is abnormal.

1. Turn the printer off and remove and then reinstall the fuser. Turn the printer on.
2. Replace the fuser.

3. Check if the fuser-motor is functioning correctly using the service-mode.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Test the fuser gap motor using test 109–0140 Fuser Motor. If the motor does not function correctly,
replace the fuser drive unit.
needed.
50.FF.02 Fuser error 473



50.FF.yz Fuser error

Fuser error
● 50.FF.03 The fuser unit cannot warm up, the temperature of fuser is less than a certain temperature
● 50.FF.04 A fault occurred in the center thermistor, center lamp, or center heater control circuit.
● 50.FF.05 A fuser error of the center thermistors temperature slope occurred.
● 50.FF.06 Temperature of the thermistor is higher than the maximum allowable temperature.
● 50.FF.07 The fuser (center) temperature is more than the permitted temperature for a certain amount of
time.
● 50.FF.09 The temperature of the center of the fuser changed suddenly (abnormal ADC).
● 50.FF.0A The temperature of the center of the fuser changed suddenly (abnormal ADC).
● 50.FF.0E The temperature measured by the central thermistor is much lower than the control temperature.
● 50.FF.0F The temperature measured in the central thermistor is much lower than the target temperature
after the warm-up period.
● 50.FF.10 The temperature measured by the side thermistor is much lower than the control temperature.
● 50.FF.11 The temperature measured in the side thermistor is much lower than the target temperature after
the warm-up period.


1. Turn the printer off and remove the fuser unit.
2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.
3. Reinstall the fuser unit and turn the printer on.
5. Ensure that the printer is not located in front of a vent or window where the cool air might interfere with the
ability of the fuser to heat up.
6. Check the connector on the fuser for damage or broken pins. If needed replace the fuser.

7. Check the connector inside the printer that connects to the fuser. If the connector is damaged, replace the
fuser connector assembly.
Recommended actions for call-center agents and onsite technicians 475


needed.



50.FF.0C Fuser error

The temperature control of the fuser is abnormal.
Fuser low heat error.

1. Turn the printer off and remove the fuser unit.
2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.
3. Reinstall the fuser unit and turn the printer on.


6. If the problem persists, replace the fuser drive board (FDB) or the main board as needed.



54.* errors
Errors in the 54.* family are related to the image-formation system.
● For HP LaserJet printers, they can indicate a problem with the toner cartridges or the transfer unit (color
printers only), or they can indicate a problem with a sensor, such as with the laser/scanner.
● For HP PageWide printers, they can indicate a problem with the calibration process.

2. Make sure the printer is running the most current version of firmware.
3. Check the supplies status page using the Supplies menu on the control panel to verify that toner cartridges,
toner collection unit (TCU), or the transfer belt kit are not past their useful life. Replace the supplies and
maintenance parts as necessary.
To print a Supplies Status Page:
a. From the Home screen on the printer control panel, select Administration.
i. Reports
ii. Configuration/Status Pages
c. Scroll to and select Supplies Status Page.
54.* errors 477

d. Select Print to print the page.
To order parts, go to https://www.hp.com/buy/parts.
Recommended action call-center agents and onsite technicians

2. Check the supplies status page to verify that the toner cartridges, TCU, or the transfer belt kit are not past
their useful life. Replace the supplies and maintenance parts as necessary.
3. For color printers, inspect the transfer belt for damage. Replace the transfer belt if necessary or instruct the
customer to replace it.
4. For color printers, if the error persists, replace the registration assembly.
5. Check the connections between the laser/scanner and the DC controller, and from the laser/scanner to the
printer. Reseat them if necessary. If the error persists, replace the laser scanner.
54.DD.01, 54.DD.02, 50.DD.03 and 54.DD.04 errors

The non-contact sensor in the fuser unit is defective. The sensor signal is abnormal.
● 54.00.01 The center thermistor sensor has a short circuit.
● 54.00.02 The center thermistor sensor has an open circuit.
● 54.00.03 The side thermistor sensor has a short circuit.
● 54.00.04 The side thermistor sensor has a open circuit.

2. If the error persists, Check the fuser.
a. Run the fuser temperature test.
● Support Tools

● Service
● Service Tools
● Diagnostics
b. Run test 109–0000, Fuser Temperature A and test 109–0010 Fuser Temperature B.
c. Select Start then Get Status. The reading for A should be ~140–170, the reading for B should be
~100–130.
d. If the temperature test is normal, replace the main board PCA.

e. Test the resistance of the fuser on the following pins:
● 2 and 3
● 2 and 4
● 5 and 6
● 5 and 7
The reading should be 300KΩ ~ 500KΩ (@ 25 ℃). If the measurement is not in this range, replace the
fuser.

f. If the resistance measures OK, replace the main board PCA.

3. If the fuser is replaced, reset the fuser kit count.
● Support Tools
● Service
● Service Tools

b. Select Fuser.
54.DD.05, 54.DD.06 and 54.DD.07 error

The inner temperature sensor detected a breach of its upper or lower limit.
● 54.DD.05 The center thermistor sensor has an open circuit.
● 54.DD.06 The output of the fuser inner temperature sensor is less than the minimum value permitted.
● 54.DD.07 The output of the fuser inner temperature sensor is more than the maximum value permitted.

2. Check the fuser.
b. Open the right side cover.
c. Check the connector between the fuser and the engine for damage. Replace the fuser as needed.
d. If the connection is OK, replace the fuser.


3. If the error persists, replace the main board PCA.

4. If the fuser is replaced, reset the fuser kit count.
● Support Tools
● Service
● Service Tools
b. Select Fuser.
54.DD.08, 54.DD.09, 54.DD.0A, 54.DD.0B, 54.DD.0C, and 54.DD.0D error

An error has occurred with the temperature or humidity sensor.
● 54.DD.08 The outer temperature sensor is faulty or not connected.
● 54.DD.09 The output of the outer temperature sensor is less than the minimum value permitted.
● 54.DD.0A The output of the outer temperature sensor is more than the maximum value permitted.
● 54.DD.0B The humidity sensor is faulty or not connected.
● 54.DD.0C The humidity sensor output is less than the minimum value permitted.
● 54.DD.0D The humidity sensor output is more than the maximum value permitted.

54.DD.08, 54.DD.09, 54.DD.0A, 54.DD.0B, 54.DD.0C, and 54.DD.0D error 481

2. Check the temperature sensor.
b. Remove the control panel bezel.
i. Open the document feeder, and then remove three screws.
ii. Place the control panel in the upright position.
iii. Gently pry the control panel bezel from the center screw hole, and the pry from the center of the
control panel bezel to the edge release.
CAUTION: Do not pry against the scanner glass when removing the control panel bezel.
c. Disconnect and reconnect the connector between the temperature sensor and the main board PCA to
ensure the connectors are seated correctly and are not damaged.
d. Turn the printer on, and retest.
e. If the error persists, replace the temperature/humidity sensor.


54.14.00
A sensor calibration error has occurred for the sensor that detects the toner density for image stabilization
control.

2. Open the front cover and remove the toner collection unit.
3. Remove the imaging unit and check for any defects or damage.
4. Reinstall the imaging unit, and then turn the printer on.
5. If the error persists, replace the imaging drum unit.

54.14.00 483
56.* errors
Errors in the 56.* family indicate a communication problem with an optional paper tray or other external
accessory.
Recommended action
2. If any third-party hardware is installed, remove it and try printing again.
3. If an optional paper tray is installed, remove it. Check the connectors on the tray for damage. If the
connector is damaged, replace the tray.
4. Reinstall the tray, and make sure it is correctly seated.

57.* errors
Errors in the 57.* family indicate a problem with a fan.

▲ See this support document: HP LaserJet Enterprise, HP PageWide Enterprise - 57.00.xx Errors

1. Use the printer troubleshooting manual to identify the locations of each fan. Turn the printer off and then
on, and listen for noise coming from the area of each fan. Replace any fan that is not making noise.
2. Remove enough parts to access the DC controller or the power supply PCA. Check the connections from
each fan to the DC controller or power supply PCA. Reseat them if necessary.
3. With the DC controller or power supply PCA exposed, turn the printer on. Immediately measure the voltage
between the connectors for each fan and the DC controller. If the voltage changes from 0V to approximately
24V during the power-on cycle, replace the affected fan. If the voltage remains at 0V, replace the DC
controller.
57.00.01, 57.00.02 Fan failure

Switching mode power supply (SMPS) fan error.

● 57.00.01 The SMPS fan was not activated, but the printer indicates that it is operating.
● 57.00.02 The SMPS fan was activated, but it did not start.
2. Check if the fan is operating correctly.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 100-0260, SMPS Fan Run.
c. If the fan does not function, remove the rear cover.
d. Check if the corresponding fan connector is connected correctly.
e. If the fan is not operational, measure the fan 24V power (the red and black wires on the connector).
f. If the 24V power is generated, replace the defective fan.
3. If the 24V power is not being generated, measure the 24V power on the SMPS (LVPS) board. If the SMPS
board is defective, replace it.
Part number (110V): JC44-00091D

4. If the SMPS board is normal, replace the main board.

5. If the fan operation is normal, but the error persists, check the yellow line signal with digital volt meter
(3.3V).
6. Check that the fan operation is 3.3V when connected and disconnected.
a. If the voltage is 0V when connected and disconnected, check the wiring harness.
b. If the wiring harness is OK, replace the main board.

c. If the signal value is not 0V when fan is running, replace the fan.
57.00.03, 57.00.04, 57.00.28, 57.00.29 Fan failure

Duplex fan error.
● 57.00.03 Duplex fan 1 was not activated, but the printer indicates that it is operating.
● 57.00.04 Duplex fan 1 operates, but it stops after a certain amount of time.
● 57.00.28 Duplex fan 2 was not activated, but the printer indicates that it is operating.
● 57.00.29 Duplex fan 2 operates, but it stops after a certain amount of time.
● Support Tools
● Service
● Service Tools
● Diagnostics

b. Run test 100-0160, Duplex Fan 1 Run, and test 100-0161, Duplex Fan 2 Run.
Figure 7-258 Duplex fan locations
c. Check if the corresponding fan connector is connected correctly on the duplexer unit.
d. If the fan is not operational, measure the fan 24V power (the red and black wires on the connector).
e. If the 24V power is generated, replace the defective fan.


(3.3V).


57.00.17, 57.00.18 Developer fan error

The developer fan is faulty, or the fan-ready signal is abnormal.
● 57.00.17 The developer fan was not activated, but the printer indicates that it is operating.
● 57.00.18 The developer fan starts, but it stops after a certain amount of time.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 100-0076, Developer Suction Fan Run.
c. Check if the corresponding fan connector is connected correctly.
d. If the fan is not operational, measure the fan 24V power (the red and black wires on the connector).
e. If the 24V power is generated, replace the defective fan.




(3.3V).


57.00.21, 57.00.22 OPC fan error

The OPC in fan is faulty, or the fan-ready signal is abnormal.
● 57.00.21 The OPC fan does not operate correctly.
● 57.00.22 The OPC fan was not activated, but the printer indicates that it is operating.
a. Check if the corresponding fan connector is connected correctly.
b. If the fan is not operational, measure the fan 24V power (the red and black wires on the connector).
c. If the 24V power is generated, replace the defective fan.
57.00.21, 57.00.22 OPC fan error 489


(3.3V).


59.* errors
Errors in the 59.* family indicate a problem with one of the motors or with the lifter drive assembly for one of the
trays.


2. Check all connections on the main control board of the printer, (DC controller, Engine control board ECB)
each motor, and to the paper feeder drive PCA (for an optional paper feeder). Reseat them if necessary.
59.00.10, 59.00.20 Motor error

Registration/MP motor error.

● 59.00.10 The motor is operating, but the printer indicates that it is stopped.
● 59.00.20 The motor was not activated, but the printer indicates that it is operating.

2. Check the registration/MP motor.
a. Open the side cover.
b. Check if there is any foreign substance or paper around registration/MP unit preventing the rollers
from turning. If there is any damage, replace the drive assembly.
c. Open the following menus:
● Support Tools
● Service
● Service Tools
● Diagnostics
d. Run test 100-0000, Main BLDC Motor.

e. If the test fails, check if the wire harness on the drive assembly and main board are connected
correctly.
Figure 7-259 Connector 19 on the main board PCA
f. Test the 24V motor power on pins 1 and 2 of the motor connection (24V ± 5%).
g. If the voltage is good, replace the motor.

h. If the power is abnormal, check the 24V to chassis ground on the main board PCA from the LVPS type
5.
i. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from the
LVPS. (24V ± 5%).
j. If the voltage from the LVPS type 5 board is abnormal, replace it.
Part number: (110V) JC44-00249A

k. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace the
main board PCA.

3. Check the motor signal 3.3V from the main board PCA.

~0V when running and 3.3V ± 5% when stopped.
b. If the voltage is ~0V continually, check the wiring harness.

59.00.30, 59.00.40 Motor error

Fuser motor error.
● 59.00.30 The fuser motor is operating, but the printer indicates that it is stopped.
● 59.00.40 The fuser motor was not activated, but the printer indicates that it is operating.

2. Check the fuser and fuser gear drive.

b. Remove and inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

c. Physically inspect the fuser drive gears for any obstructions or damage. If the damage or obstructions
can not be cleared, replace the fuser drive.

3. If the fuser and gear drive are OK, check the fuser drive motor.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. 109-0030, Fuser Motor Forward. If the motor functions correctly, skip to checking the signal voltage
on the main board PCA.
c. If the test fails, check if the wire harness on the drive assembly and main board are connected
correctly.

d. Test the 24V motor power on pins 1 and 2 of the motor connection (24V ± 5%).
f. If the power is abnormal, check the 24V to chassis ground on the main board PCA from the LVPS type
5.
LVPS. (24V ± 5%).

i. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace the
main board PCA.


59.05.50, 59.05.60 Motor error

OPC motor error.
● 59.05.50 The OPC motor is operating, but the printer indicates that it is stopped.
● 59.05.60 The OPC motor was not activated, but the printer indicates that it is operating.

59.05.50, 59.05.60 Motor error 497

2. If the error persists, check the image drum.
a. Open the front and side cover.
b. Remove the image drum unit.
c. Ensure that the drum rotates freely and is not damaged. Replace the image drum as needed.

3. If the image drum is OK, check the OPC motor.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 100-0044, Black Drum Motor.

c. If the test fails, check if the wire harness on the drive assembly and connector 19 on the main board
PCA are seated correctly.
d. Test the 24V motor power on pins 1 and 2 of the motor connection (24V ± 5%).

f. If the power is abnormal, check the 24V on the main board PCA to chassis ground. Measure the
voltage on connector 15 of the main board PCA from the LVPS type 5.
LVPS. (24V ± 5%).

i. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace the
main board PCA.



59.05.70, 59.10.B0 Motor error

The toner duct system has an error; therefore, toner duct sensor detects abnormal signal.
● 59.05.70: Event code for firmware versions prior to FutureSmart 5.2.
● 59.10.B0: Event code for firmware version FutureSmart 5.2 and later.
59.05.70, 59.10.B0 Motor error 501

59.1X.C0
59.1X.B0

2. If the error continues, dispatch an onsite technician with the duct drive:
Duct drive : JC93-00451A
1. Check if the toner duct is blocked. If the toner duct is blocked, clean the duct.

2. If the error persists, check the toner duct motor operation.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Select 100-0480 Duct motor
c. Open the front door, then remove the toner cartridge
d. Close the front door. If the toner cartridge installation error, click “exit”

e. Click “Start” then check whether the motor operates properly by motor sound
f. If the motor does not function correctly, replace it.
Toner duct motor Part number: JC93-00451A
For instructions: Removal and replacement: Toner duct drive motor
3. If the problem persists, replace the toner duct.


● Support Tools
● Service
● Service Tools
6. If the error continues, elevate the case using standard support processes
59.05.X0 Motor error

The toner supply system which is connected to toner cartridge is defective, therefore the toner supply motor
does not operate or the toner supply(dispense) sensor detects an abnormal signal.
59.05.X0 Motor error 505

59.1X.C0
59.1X.B0
● 59.05.90 Toner supply error.
● 59.05.A0 Black supply motor error.

2. If the error continues, dispatch an onsite technician with the toner supply motor
2. If the error persists, check and clear any paper jams in the paper path, especially in the image drum unit
area.
3. If the error persists, check the developer unit.
a. Open the front door.

b. Remove the toner collection unit by pulling on both sides to release the tabs, and then pull it straight
out of the printer.
c. Open the right side door.
d. Remove 2 screws and 1 cable, then pull out the Imaging unit.

e. Check to make sure the orange plug on the developer was removed at installation. If it is present,
remove it.
4. If the error persists, check that the toner supply motor rotates properly.
a. Enter service mode by opening the following menus:
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run 111-0030 Toner dispense motor.
c. Open the front door, then remove the toner cartridge.
d. Close the front door. If the toner cartridge installation error, click “exit”.

e. Check whether the motor operates properly by listening to the sound of the motor.
f. If the motor does not function correctly, replace it
For instructions: Removal and replacement: Toner supply drive
Toner cartridge Part number: X3A65-67901

● Support Tools
● Service
● Service Tools


60.00.02 or 60.01.02
Indicates tray 2 did not lift properly.
This error can occur if the following exists:
● The left paper guide in the tray is not correctly set.
● If the stack is not correctly placed against the right side of the tray, the pick roller will not be lifted and the
error will occur.
● If paper gets stuck between the tray and drive coupling at rear of tray opening.
1. Open the indicated tray and remove all paper from the tray.
2. Ensure that the tray width and length guides are set to the correct paper size being installed into the tray.
The arrow on the guide should line up exactly with the line connected to the paper size designation. Ensure
that the tray is not filled above the fill mark on the tray.
3. Ensure the paper is correctly placed against the right side of the tray.
4. Reload the paper into the tray and close the paper tray.

3. Check the tray lift mechanism.
a. Remove tray 2 and examine the lift gear mechanism on the rear of the tray.
Figure 7-268 Lift gear mechanism
b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.
4. If the tray is good, test the tray lift motor.
a. Make sure tray 2 is removed from the printer.
NOTE: Do NOT run the following test with the tray in place. The tray lift gear mechanism will be
damaged.
b. Enter service mode by opening the following menus:
● Support Tools
● Service

● Service Tools
● Diagnostics
c. Run test 100-0200 (Tray 2 elevating motor).
d. Start the motor test and observe the drive coupling at the rear of the tray opening. If the coupling
does not rotate, replace the pickup lift drive assembly.
Pickup/lift drive assembly part number: JC93-00442A

For instructions E72xxx series: See the Repair Service Manual for this product.
5. If the previous tests are good, test the stack height sensor for the tray to ensure in is functioning correctly.
NOTE: Tray lift is detected by the stack height sensor located on the pickup unit.
a. To test the sensor, enter service mode and select 102-0050 tray 2 stack height sensor.
b. Open the tray and remove the paper.
c. Close the tray and execute the test. Get Status. Should indicate HIGH.
d. Open, then close the tray and Get Status while the tray is lifting. Should indicate LOW.
e. If the sensor fails to change, replace the sensor.

Pickup unit part number: JC93-00510A
60.00.03 or 60.01.03
Indicates tray 3 did not lift properly.
error will occur.
● If paper gets stuck between the tray and drive coupling at rear of tray opening.


damaged.
● Support Tools
● Service
● Service Tools
● Diagnostics
does not rotate, replace the pickup/lift drive assembly or pickup/lift drive motor
Pickup/lift drive assembly part number: JC93-00442A



60.00.04 or 60.01.04
indicates tray 4 did not lift properly.
IMPORTANT: There error can occur on either the HP dual cassette feeder or the HP high capacity input.
error will occur.
● If paper is over-filled in the tray.
HP dual cassette feeder, tray 4 and 5; Recommended action for customers
60.00.04 or 60.01.04 515

HP high capacity input tray; Recommended action for customers
1. Open the 2000 sheet feeder, tray 4.
2. Removal all the paper and close the tray to see if the tray will lift correctly.
3. Reload the paper and ensure the paper is correctly loaded in both sides of the cassette without going above
the maximum paper loading limit.
Figure 7-270 Paper loaded incorrectly

Figure 7-271 Paper loaded correctly
4. Ensure both sides of the tray are not overloaded and the paper does not cover and part of the maximum
height label.
5. close the tray to see if the error has disappeared.
HP dual cassette feeder, tray 4; Recommended action for call-center agents and onsite technicians
HP dual cassette feeder, tray 4; Recommended action for call-center agents and onsite technicians 517
damaged.
● Support Tools
● Service
● Service Tools
● Diagnostics
Pickup/lift drive assembly part number: JC93-00442B



HP high capacity input tray: Recommended action for call-center agents and onsite technicians
▲ Please check the following document for the procedure to follow:
HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E78223-E78230, E82540-E8256, E87640-

E87660 - 60.00.04 error at 2,000 Sheets High Capacity Input
60.00.05 or 60.01.05
indicates tray 5 did not lift properly.
IMPORTANT: There error can occur on either the HP dual cassette feeder or the HP 3000 sheet side high
capacity input.
error will occur.
● If paper is over-filled in the tray.
HP dual cassette feeder, tray 4 and 5; Recommended action for customers
HP high capacity input tray: Recommended action for call-center agents and onsite technicians 519
HP dual cassette feeder, tray 5; Recommended action for call-center agents and onsite technicians

damaged.
● Support Tools
● Service
● Service Tools
● Diagnostics
Pickup/lift drive assembly part number: JC93-01063C

Pickup/lift drive motor part number: JC93-01083A
HP dual cassette feeder, tray 5; Recommended action for call-center agents and onsite technicians 521


61.00.00
Connection between the HP formatter and the engine control board was lost.

2. Update the firmware to the latest available on hp.com.
3. If the error persist, turn the printer off and remove the back covers.
4. Reseat the RJ45 LAN cable connecting the Formatter and Main Board.
5. Reseat the HDMI cable connecting the formatter and Main Board
6. Check to ensure the internal RJ45 connection on the formatter is not damaged and is correctly seated.
7. Reseat the internal LAN cable between the formatter and the main board.
8. If the error persists, gather the Event Log and diagnostic JDP files at printer and elevate the case using the
Standard Support Process.
61.00.01
A hardware-related failure has been detected by the engine.

61.00.06
Connection Between Formatter and Engine lost because of the response time out



62.* errors
Errors in the 62.* family indicate a problem with the print engine.

2. Check all connectors on the formatter. Reseat them if necessary.
3. Upgrade the printer firmware.
4. If the error persists print the event log from the control panel, or access it from the HP Embedded Web
Server (EWS), then elevate the case using the Standard Support Process.
NOTE: To access the EWS, open a Web browser, and in the address line, enter the printer IP address.

63.* errors
Errors in the 63.* family are most likely related to a faulty electrical connection inside the printer.
Recommended action
2. Check the power source. Ensure the power source meets the printer requirements.
3. Ensure the printer is plugged directly into a wall outlet and not into any other device.

Recommended action
2. Check the power source. Ensure the power source meets the printer requirements.
3. Ensure the printer is plugged directly into a wall outlet and not into any other device.
4. Ensure there are no other devices using the same voltage circuit that may be affecting the power (110V/
220V).
5. Make sure all internal components are fully seated and making good contact.
6. Check the connections on all the circuit boards inside the printer. Make sure all connectors are fully seated
and the connectors are not damaged.
63.00.01
The printer cannot read the resistance value of the charger in the imaging unit.
An error occurred when installing or connecting the imaging unit due to contaminating or damage of the high
voltage contact point.
Possible causes:
● The drum unit is not installed.
● The machine can’t read the charger resistance of the imaging unit.
● There is an open between the spring loaded contact in the printer to the HVPS.
● Drum motor not rotating
● Malfunctioning HVPS
Recommended actions for customers
2. Test to make sure drum motor is turning. Go to support tools>service>(enter pin, 04072517)>service
tools>diagnostics>engine diagnostics>engine test routines> (enter 100-0044 drum motor) if working
continue.
3. Check the imaging drum unit.
a. Open the front and right covers.

c. Remove the cleaning brush.
d. Remove the imaging drum unit and check the CRUM connector for damage. Replace the imaging drum
unit as needed.

e. Check the metal drum unit contact (a spring loaded contact in the back of the printer, near the drum
drive) and printer contacts for dirt, dust or debris. Clean contacts as needed.
f. Check resistance from contact to the end of single gray wire that attaches to the HVPS.
g. Reinstall the imaging drum unit.
h. Reinstall the toner collection unit and close the front and right covers.
4. Turn the printer on and test the printer.
5. If the error persists, replace the imaging drum unit.


6. If the error persists after all troubleshooting is performed, elevate the issue using the Standard Support
Process.
63.00.0A
The printer detected an error in the resistance value when it measured the resistance of the high-voltage power
supplied to the transfer roller.
There is an error in the resistance value of the transfer roller.
The transfer roller is not installed or there is a problem in the high-voltage power supply circuit or resistance
recognition circuit.
1. Open the side cover.
2. Remove an reinstall the transfer roller.
3. If the error persists, replace the transfer roller.

4. If the error persists, replace the high voltage power supply (HVPS).

63.00.0B
The printer stopped operating because the temperature of the CPU is too high.
The temperature of the CPU is more than the permitted value.
The transfer roller is not installed or there is a problem in the high-voltage power supply circuit or resistance
recognition circuit.
2. Wait for the printer to cool, then turn on.
63.00.0A 527
2. Wait for the printer to cool, then turn on.
3. If the error persists, turn the printer off.
a. Remove the rear cover.
b. Replace the main board PCA.

NOTE: The Master System Operating Key (MSOK) needs to be removed from the old PCA and
inserted on the new main board PCA.
Figure 7-274 Connection 24
4. Assemble the rear cover and turn the printer on.
63.00.17, 63.00.18, 63.00.19 or 63.00.1A

There is an error in the data received from the Master System Operating Key (MSOK).
The incorrect Master System Operating Key (MSOK) is installed or the MOSK data is corrupted.
b. Check if the Master System Operating Key (MSOK) is inserted correctly. Remove and reinstall it.


NOTE: The Master System Operating Key (MSOK) needs to be removed from the old PCA and inserted on
the new main board PCA.
63.00.1B
There is an error in the Trusted Platform Module in the Master System Operating Key (MSOK)
The TPM is not installed or an incorrect TPM is installed.
63.00.1B 529
b. Check if the Master System Operating Key (MSOK) is inserted correctly. Remove and reinstall it.
3. If the error persists, elevate the issue using the Standard Support Process to get a new MSOK board.
63.00.20
An error occurred in the 24 V power line.
2. Check the 24V to chassis ground on the main board PCA from the LVPS type 5.

3. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from the LVPS.
(24V ± 5%).
4. If the voltage from the LVPS type 5 board is abnormal, replace it.

5. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace the main
board PCA.

63.00.22
An error occurred in the 5V power line.
63.00.22 531
2. Check the 5V to chassis ground on the main board PCA from the LVPS type 5.
3. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from the LVPS. (5V
± 5%).
4. If the voltage from the LVPS type 5 board is abnormal, replace it.

5. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace the main
board PCA.

63.00.23
The heater control relay operates incorrectly.

2. Remove and reinstall the fuser unit.
4. If the error persists, replace the fuser unit

63.00.25, 63.00.26, 63.00.27, or 63.00.28

Laser/scanner unit (LSU) motor error.
63.00.25: The laser/scanner unit motor is stopped, but the ready signal indicates that the laser/scanner unit
motor is operating.
63.00.26: The laser/scanner unit motor is operating, but the ready signal for the laser/scanner unit motor does
not change.
63.00.27: The H Sync signal of the laser/scanner unit is abnormal.
63.00.28: The laser/scanner unit motor is operating, but the ready signal of the laser/scanner unit motor
indicates that it is stopped.
1. Turn the printer off, and then on. Check for the laser/scanner unit motor operation sound during warm-up.
If the laser/scanner unit motor does not make a sound, skip to the next step.
If the laser/scanner unit motor makes a sound, complete these troubleshooting steps:
● Support Tools
● Service
● Service Tools
● Diagnostics
Recommended actions for call-center agents and onsite technicians 533

b. Run test 110–0000, LSU (Laser Scanner Unit) Motor 1 Run Ready
c. Touch Start, touch Get Status, wait five seconds, and then touch Get Status again.
d. Check if the status has changed as follows: Execute > Low > High
e. If the status does not change, the motor ready signal is abnormal. Replace the laser/scanner unit.

2. If the laser/scanner unit motor does not make a sound, complete these troubleshooting steps:
a. Turn the printer off, and then remove the power cord.
b. Remove the back and the left side covers.
c. Disconnect and reconnect the laser/scanner FFC on the laser/scanner and the connector 13 on the
main board PCA.
CAUTION: Before unplugging the laser/scanner unit harness, the printer must be turned off and the
power cord must be removed.
Figure 7-279 Unplug cable

Figure 7-280 Main board connections
d. If the laser/scanner unit flat cable is defective, replace the FFC.
LSU FFC cable part number: JC39-01657A
e. Turn the printer on and listen for the laser/scanner unit to operate correctly.
f. If the laser/scanner unit cable is OK, replace the laser/scanner unit.

63.00.35
The laser/scanner unit is not detected.
2. Check whether the laser/scanner unit motor operates.
● Support Tools
● Service
● Service Tools
63.00.35 535
● Diagnostics
b. Run test 110–0000,LSU (Laser Scanner Unit) Motor 1 Run Ready
3. If the laser/scanner unit motor does not make a sound, complete these troubleshooting steps:
a. Turn the printer off, and remove the power cord.
b. Remove the back and the left side covers.
c. Disconnect and reconnect the laser/scanner FFC on the laser/scanner and the connector 13 on the
main board PCA.
CAUTION: Before unplugging the laser/scanner unit harness, the printer must be turned off and the
power cord must be removed.
Figure 7-281 Disconnect cable
Figure 7-282 Main board connections
d. If the laser/scanner unit flat cable is defective, replace the FFC.
e. Turn the printer on and listen for the laser/scanner unit to operate correctly.

f. If the laser/scanner unit cable is OK, replace the laser/scanner unit.

4. If the error persists after the laser/scanner unit has been replaced, re-install the original laser/scanner unit
and replace the main board PCA.
5. If the laser/scanner unit motor does not make a sound, replace the laser/scanner unit.
63.00.39
The printer detected an error in the T/C sensor that monitors the toner for the imaging unit.
T/C sensor failure. The printer detected an error in the T/C sensor that monitors the toner for the developer. The
output of the T/C sensor is less than an appropriate level although the toner supply system tried to move the
toner from the toner cartridge to the developer.
59.1X.C0
59.1X.B0
Recommended actions for call-center agents
1. Verify the developer unit is installed correctly.
63.00.39 537
b. Open the front door.
c. Remove the toner collection unit by pulling on both sides to release the tabs, and then pull it straight
out of the printer.
d. Press on the connector to ensure it is seated completely and verify the two screws are installed.

2. If the error persists, dispatch a technician with the developer unit.
Developer Unit part number: JC96-11669A
Recommended actions for onsite technicians
out of the printer.
Recommended actions for onsite technicians 539

d. Reseat the connector to ensure it is seated completely and verify the two screws are installed.
2. If the error persists, replace the developer unit.

For instructions: Removal and replacement: Developer Unit
63.00.3A
Toner cartridge sensor error.
The printer has encountered a problem when drawing toner to the imaging unit. The printer detects an error in
the T/C sensor that monitors the toner for the imaging unit. The printer detects that the output of the T/C sensor
is more than or less the permitted value range or that there is no signal change in a certain cycle
Recommended actions for call-center agents

out of the printer.
d. Press on the connector to ensure it is seated completely and verify the two screws are installed.
Recommended actions for call-center agents 541

2. If the error persists, dispatch a technician with the developer unit.
Developer Unit part number: JC96-11669A
Recommended actions for onsite technicians
out of the printer.

d. Reseat the connector to ensure it is seated completely and verify the two screws are installed.
2. If the error persists, replace the developer unit.

For instructions: Removal and replacement: Developer Unit
63.00.43
The eraser lamp does not turn on.
2. Check the eraser LED.
a. Open the right side cover.
● Support Tools
● Service
63.00.43 543
● Service Tools
● Diagnostics
c. Run test 107-0165 Black Eraser On.
d. Ensure that the erase LED comes on.
3. If the LED is off, check the following.
a. Disconnect and reconnect the wiring harness between the erase LED and the connector 20 on the
main board PCA. If the wire harness is damaged, replace the cable harness.
b. If the wire harness is OK, check the voltage and signal to the erase LED.
i. Measure the voltage to chassis ground on connector 20 pins 10 and 11.

ii. The voltage measurements should read as follows.
c. If the voltage measured is normal, replace the eraser PCA.
d. If the voltage measured is abnormal, replace the main board PCA.

4. If the error persists, replace the eraser PCA.
63.4D.01
Engine firmware crash in the portability layer.
These errors are typically followed by a 61.00.06 error.

2. Please upgrade the firmware to 4.6.1 or newer.
3. If the error persists, gather JDP diagnostic logs and elevate the case using the Standard Support Process.
63.4D.02
Engine firmware crash in an uncontrolled area.
63.4D.01 545
These errors are typically followed by a 61.00.06 error.

2. If the error persists, gather JDP diagnostic logs and elevate the case using the Standard Support Process.
63.53.01
Engine crash on the scan area.

2. If the error persists, Check all the connections and cables between the automatic document feeder and the
Scan Joint board. If cables check out good visually and with a continuity check, then replace the Scan Joint
board.

3. If the scan joint board does not fix the issue, replace the automatic document feeder.
Part number (LX): JC97-04954A

Part number (GX): JC97-04955A
Part number (sGX): JC97-04956A

64.01.01
Imaging ASIC card not detected

2. Remove the formatter cover.
3. Disconnect the external +5v cable from the accelerator board and secure it.
Go to the following document for procedure and information:

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 -
Accelerator Card No Longer Requires External +5v Connection
4. Remove and reseat the accelerator board.
5. If the error persists, replace the accelerator PCA

64.01.02
Imaging ASIC card detected, but not supported in this device

3. Remove the accelerator board from the formatter.
64.01.03
Imaging ASIC card memory failure


5. If the error persists, replace the accelerator PCA

64.01.04
Imaging ASIC card general error



5. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
64.01.05
Imaging ASIC card assertion failure



64.01.06

64.01.05 549
64.01.07


64.01.08
Fan had to be restarted



E87660 - Accelerator Card No Longer Requires External +5v Connection
64.01.09
Fan had to be restarted, but failed


E87660 - Accelerator Card No Longer Requires External +5v Connection
64.03.04
ASIC socket error
This error indicates a Jedi socket connection couldn’t be made over the internal network port to the 2nd core.

64.01.09 551
For the steps to perform a Format Disk procedure, go to: HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure (c03398779).
65.WX.YZ and 66.WX.YZ error messages

65.* errors
Errors in the 65.* family are related to output accessories.
Recommended action
2. Verify the output accessory is correctly connected to the printer.
3. If the error persists, replace the output accessory.
65.00.A1
The printer lost communication with the finisher.
1. Open and close the finisher front door.

1. Open bridge and check for sensor. If sensor is in bridge as photo shows then go to next step. If sensor is not
seen, then remove the bridge turn it over and check to see if flag is installed or dislodged. There is a spring
that will also be with the sensor flag.
Reinstall the sensor and spring in the bridge. Test the system to see if error is resolved.
4. Check the finisher interface cables and ensure they are seated correctly. (CN1, CN15)
6. Ensure that the printer has the most current FW version for the finisher. Upgrade the firmware as needed.

7. If the error persists, replace the finisher PCA.

66.* errors
Errors in the 66.* family are related to output accessories.
Recommended action
2. Verify the output accessory is correctly connected to the printer.
3. If the error persists, replace the output accessory.
65.00.A1
The printer lost communication with the finisher.
2. Ensure that the printer has the most current FW version for the finisher. Upgrade the firmware as needed.
4. Check the finisher interface cables and ensure they are seated correctly.

66.40.36
The inner-finisher punch unit experienced a home-position failure.


Support Process.

d. Inspect the areas for paper jams.
e. Check the finisher for any damaged or loose parts and remove any obstructions.
f. Close the covers and slide the inner finisher into place.
2. Disconnect and reconnect all connectors on the punch unit.

3. If the error persists, replace the punch unit.
Part number: HP LaserJet Inner Finisher Hole 2/3 Punch - Y1G02-67901

Part number: HP LaserJet Inner Finisher Swedish Punch - Y1G04-67901
66.40.46
The finisher experienced an error in the punch scan unit.
1. Open and close the finisher door.
3. Check the paper settings.
a. Ensure the paper size and type being used meets the specifications for hole punching.
b. Ensure the paper setting for the paper tray matches the paper being used in the tray.
Support Process.
4. Disconnect and reconnect the connections to the punch home sensor, punch motor, and punch unit PCA.

66.40.50
An error in the finisher system occurred. The punch unit is not responding.

3. Ensure that the latest version of firmware is installed on the finisher and the hole punch unit.
3. Disconnect and reconnect the connections from the main board PCA and the punch unit PCA.


66.40.83
Error in the hole-punching unit.
Support Process.

4. Disconnect and reconnect the connections to the punch home sensor, punch motor, and punch unit PCA.

66.60.17
The finisher has experienced a diverter operation error.
1. Open and then close the door of the finisher.
3. If the error persists, check the entrance motor (M12).

● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113-2570, 2 Bin Finisher Feed Entrance Motor.
c. Listen for the motor to turn on and run.
d. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the finisher
PCA.
e. Retest the motor. If the test fails, replace the motor.


4. If the error persists, check the Tray diverter home sensor (S4).
a. Using code 113-2020, run the diagnostic test for the sensor.
b. Rotate the encoder to check the reading value change (S4).
c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.
d. Replace the sensor as needed.
Tray diverter home sensor part number: 0604-001415

66.60.25
The inner finisher experienced a paper-holding-lever unit failure.


2. Remove all paper from the output bin and ensure there is no obstructions to the paper holding levers.
4. Check the finisher paper holding lever.
● Support Tools
● Service
● Service Tools

● Diagnostics
b. Run test 113-0591, Finisher Paper Hold Solenoid.
c. Touch Start. The solenoid should cycle on and off.
d. If the solenoid does not function, replace the solenoid.
5. Check the input and home sensors.
a. Check if the wire harness of the home and input sensor are correctly connected to the sensors main
board PCA.
b. If the connections are good, replace the sensors.
Entrance sensor part number: 0604-001415

66.60.27
The finisher unit experienced a front tamper unit error.
1. Check the finisher for jams or obstructions.
66.60.27 565



3. Move the front tamper from the home position to the end.
4. If the error persists, check the front tamper motor (M4).
● Support Tools
● Service
● Service Tools
● Diagnostics

b. Run test 113-2630, 2BinFinisher Front Tamper Motor.
PCA.
d. Retest the motor. If the test fails, replace the motor.
Front tamper motor part number: JC93-01001A

Front tamper part number: JC82-00901A
5. If the error persists, check the front tamper home sensor (S6).
a. Using code 113-2120, run the diagnostic test for the sensor.
b. Move the tamper from the home position to the other position to check the reading value change.
c. If the status does not change, disconnect and reconnect both ends of the wire harness from the
sensor to the stapler/stacker PCA.
d. Rerun the sensor test. If the test fails replace the sensor.
e. If the motor does not function, disconnect and reconnect both ends of the wire harness from the
motor to the stapler/stacker PCA.
f. Rerun the motor test. If the test fails replace the motor.


6. Disconnect and reconnect the wire harness of the finisher PCA (CN12).
66.60.28
The rear tamper unit has experienced an error.
66.60.28 571

Inner finisher: Recommended action for customers
1. If there is jammed paper on the finisher main output tray, remove it.
2. Open and then close the door of the finisher to check if the finisher executes the initialization process.
3. Test the finisher by sending another job.
Stapler/Stacker - Booklet Maker: Recommended action for call-center agents and onsite technicians
2. Upgrade the firmware to 24.4.2 or greater and if issue persists.
3. If the error persists, move the rear tamper from the home position to the end.
Inner finisher: Recommended action for customers 573

4. If the error persists, check the rear tamper motor (M9).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113-2640, 2BinFinisher Rear Tamper Motor.
PCA.
Rear tamper motor part number: JC93-01001A

Rear tamper part number: JC82-00898A

5. If the error persists, check the rear tamper home sensor (S9).
a. Using code 113-2130, run the diagnostic test for the sensor:
b. Move the tamper from the home position to the other position to check the reading value change.
c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to the finisher
PCA.
d. Test the sensor, if the error persists, replace the rear tamper sensor.
Rear tamper motor part number: 0604-001393

Rear tamper part number: JC82-00898A
3. Check the rear tamper motor.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113-0520 rear tamper motor.
c. The rear tamper should move back and forth.
d. If the test fails, disconnect and reconnect both ends of the wire harness to the motor.
e. Retest the rear tamper motor. If the test fails, replace the rear tamper motor.

4. Check the rear tamper home sensor.
a. Using code 113-0380, run the diagnostic test for the rear tamper motor: Support Tools > Service >
Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines.
b. During the sensor test, move the rear tamper while checking if the sensor value changes.
c. If the test fails, disconnect and reconnect both ends of the wire harness to the sensor from the finisher
PCA.
d. Retest the rear tamper home sensor. If the test fails, replace the rear tamper home sensor.

5. If the error persists, replace the rear tamper assembly.
66.60.30
The inner-finisher main tray experienced a tray lift motor error (M4).
3. If the main tray still doesn’t go back to home “Top” position and the error does not disappear, please contact
customer support.
Inner Finisher: Recommended action for call-center agents and onsite technicians
Support Process.
IMPORTANT: Before continuing with troubleshooting, go to, and perform the following Service Action Advisory:

E87660 - 66.60.32 tray lift motor failure on A3 LaserJet finishers (Service Action Advisory)
The inner-finisher output tray experienced an output tray motor error. ( See M4 in the figure in the
troubleshooting steps. )
1. If using the Service Action Advisory and replacing the motor does not fix the 66.60.32 errors, check the
following:
4. If the main tray still doesn’t go back to home “Top” position and the error does not disappear, check the
finisher output tray motor.
● Support Tools
● Service
● Service Tools
● Diagnostics
66.60.30 577
b. Run test 113–0570, Finisher Main Tray Motor.
c. Ensure finisher main tray lowers and raises during the test.
d. If the tray does not move, disconnect and reconnect the wire harness from the tray motor to the
finisher PCA.
e. Retest the tray motor. If the test fails, replace the finisher sub-tray motor.
Output tray motor assembly part number: JC90-01334B

Output tray motor part number: JC31-00178B
For instructions: Removal and replacement: Inner finisher stacker motor See the Repair Service Manual
for this product.
5. Check the output tray motor sensor (S6).
a. Using code 113-0473, run the diagnostic test for the output tray motor sensor: Support Tools >
Service > Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines.
b. During the sensor test, rotate the output tray motor(M4) for changing the sensor value.
c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to the finisher
PCA.
d. Retest the output tray motor sensor. If the test fails, replace the sensor S6.
6. If the error persists, replace the inner finisher PCA.
66.60.32
The external finisher main tray experienced a tray lift motor error.

3. If the main tray still doesn’t go back to home “Top” position and the error does not disappear, please contact
customer support.
Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians

1. If using the Service Action Advisory and replacing the motor does not fix the 66.60.32 errors, perform the
following steps.
4. If the error persists, check the main output tray motor (M11).
Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians 579
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–2610, 2BinFinisher Main tray Motor.
PCA
d. Retest the motor. If the test fails, replace the main tray motor.
Main output tray motor part number: JC31-00178B


5. If the error persists, check the main output tray motor sensor (S33).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113-2143, 2BinFinisher Main Encoder Sensor.
c.
d. Rotate the encoder to check the reading value change.
e. If the reading does not change, disconnect and reconnect the wire harness from the sensor to the
finisher PCA.
f. Retest the sensor. If the test fails, replace the sensor.

6. If the error persists, check the Main output tray top of stack sensor (S20).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Using code 113-2140, 2BinFinisher Main beam Sensor, run the diagnostic test for the sensor:

c. Cover the sensor(S20) to check the reading value changes.
d. If the reading does not change, disconnect and reconnect the wire harness from the sensor to the
finisher PCA.
e. Retest the sensor. If the test fails, replace the sensor.

7. If the error persists, check the Main output tray top of stack switch (S34).
a. Run the diagnostic test for the stack top sensor using code 113-2190.
Open the following menus: Support Tools > Service > Service Tools > Diagnostics > Engine Diagnostics
> Engine Test Routines > 2BinFinisher Stack top Sensor.
b. Push the switch up to check the reading value changes.
Part number: Finisher Main output tray top of stack switch JC39-02316A
For instructions:

8. Disconnect and reconnect the wire harness of the finisher PCA (CN8, CN9).
1. If there is jammed paper on the finisher output tray, remove it.
3. Check the paper holding sensor.
Call-out 1: Paper holding sensor

Call-out 2: Paper holding solenoid
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Using code 113-0470, run the diagnostic test for the paper holding sensor.
c. Touch Start and then Get Status. The reading should be “Low”.
d. Lift the paper holding actuator gently on the output tray and hold it there. Touch Start and then Get
Status. The reading should be “High”.
e. If the reading does not change, disconnect and reconnect the wire harness from the paper holding
Paper holding kit (paper holding solenoid + paper holding sensor) part number: JC90-01314A
Paper holding sensor: 0604-001393
4. If the error persists, replace the inner finisher PCA.
66.80.04
The paddle unit of the finisher experienced an error.

4. If the error persists, check the main paddle motor.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–0510 Finisher Paddle Motor.
c. Ensure the motor functions correctly by viewing the finisher paddles.
d. If the motor does not function correctly, disconnect and reconnect the wire harness from the motor to
the finisher PCA.
e. Make sure that there is no damage or obstructions that would cause the failure.
Inner Finisher: Recommended action for call-center agents and onsite technicians 587
f. Retest the paddle motor. If the test fails, replace the paddle motor.

5. Check the paddle home sensor (callout 1) and actuator (callout 2).
Call-out 2: Sensor actuator
a. Disconnect and reconnect the paddle home sensor cable.
b. Disconnect and reconnect the paddle home sensor cable on the finisher PCA.
c. Check the actuator.
d. Using code 113-0370, run the diagnostic test for the sensor: Support Tools > Service > Service Tools >
Diagnostics > Engine Diagnostics > Engine Test Routines.
e. Replace the sensor or actuator as needed.

Actuator part number: JC66-04201A
Support Process.

3. If the error persists, check the paddle motor (M1).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–2600, 2 Bin Finisher Paddle Motor.
c. Ensure the motor functions correctly by viewing the finisher paddles.
d. If the motor does not function correctly, disconnect and reconnect the wire harness from the motor to
the finisher PCA.
e. Make sure that there is no damage or obstructions that would cause the failure.
f. Retest the paddle motor. If the test fails, replace the paddle motor.

4. Check the paddle home sensor S8 and actuator.

a. Using code 113-2060, 2BinFinisher Paddle home Sensor run the diagnostic test.
b. Rotate the encoder to check the reading value change.
c. Disconnect and reconnect the paddle home sensor cable.
d. Disconnect and reconnect the paddle home sensor cable on the finisher PCA.
e. Check the actuator.
f. Replace the sensor as needed.

5. Disconnect and reconnect the wire harness of the finisher PCA (CN5).
66.80.05
The finisher experienced an ejector failure.
1. Check the exit tray of the finisher and remove any paper or obstructions.
3. Check the finisher for any damaged or loose parts.

4. Check if one of the two metal ejectors is not form correctly.
Figure 7-284 Location of metal ejectors
Figure 7-285 Deformed Metal ejector
Figure 7-286 Metal ejectors in correct shape
a. If one or both of the metal ejectors is deformed, perform the following steps.
b. Remove the screw that secures the Sub Paddle Shaft assembly in place and then lift the assembly up
as shown in the following image in order to gain access to the deformed metal ejector that is stuck on
the shaft.
Figure 7-287 Remove screw
c. Push down on the deformed Metal Ejector to reshape it to a square shape. The target is to have 90°
corners as shown in following image.
Figure 7-288 Reform metal ejector
d. Put the Inner Finisher back together and test it by making 50 copies of two blank pages with two
staples on the center.
5. If the error persists, proceed to troubleshoot with the following steps.
6. Check the pre ejector motor ( M7 ).

● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–0561, pre ejector motor.
c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.
d. Check the ejector 2 gear set for any damage or obstructions. Clear obstructions as needed.
e. If no damage is found, retest the motor.
f. If the motor test fails, replace the motor.
Pre ejector motor: JC93-00998A

Ejector assembly: SS456-61001
7. If the motor test functions correctly check the pre ejector home sensor S16.
a. Using code 113-0461, run the diagnostic test for the pre ejector home sensor: Support Tools > Service
> Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines.
b. During the sensor test, move the pre ejector to change the sensor value. ( Tip : push the pre ejector
after pushing the stapler. )
c. Disconnect and reconnect both ends of the wire harness from the ejector assembly to the finisher
PCA.
d. If the error persists, replace the sensor or the finisher ejector.

Finisher sub-ejector part number: SS456-61001
8. If the sensor test functions correctly, check the end fence sensor.
a. Using code 113-0361, run the diagnostic test for the end fence sensor: Support Tools > Service >
Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines.

b. Insert paper to the end fence (callout 1) and then check the end fence sensor ( S17 ) value. Remove
the paper away from the end fence and then check the sensor value. The value should be changed.
c. If the reading does not change, disconnect and reconnect both ends of the wire harness from the
d. If the error persists, replace the sensor or the finisher ejector.

9. If the error persists, replace the finisher main PCA.
Finisher main PCA part number: JC92-02774B
4. Check the ejector 1 motor M6.
● Support Tools
● Service
● Service Tools
● Diagnostics

b. Run test 113–2530, 2 Bin Finisher Eject 1 Motor.
PCA
Ejector 1 motor part number: JC93-01168A

Ejector unit part number: JC90-01409A
See the Repair Service Manual for this product.
e. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
5. If the error persists, check the ejector1 motor sensor (S27).
a. Using code 113-2032 run the 2BinFinisher Eject1 encoder sensor diagnostic test.
b. Rotate the encoder (callout 1) to check the reading value change.
c. If the value does not change, disconnect and reconnect both ends of the wire harness from the sensor
to the finisher PCA.
d. If the error persists, replace the sensor or the finisher sub-ejector.
Ejector 1 motor sensor part number: 0604-001415


6. If the error persists, check the ejector1 home sensor (S29) & the ejector1 end sensor (S28).
a. Using code 113-2031 / 113-2030, run the 2BinFinisher Eject1 home Sensor and 2BinFinisher Eject1
away sensor diagnostic test for the sensors.
b. Move the ejector1 (callout 1) using gear (callout 2) from the home sensor to the end sensor to check
the reading value change.
c. If there is no change, disconnect and reconnect both ends of the wire harness from the sensor to the
finisher PCA.
d. Retest the sensor, if the error persists, replace the ejector unit.

Finisher main PCA part number: JC92-02968A
66.80.06
The finisher experienced an ejector 2 failure.
Inner finisher: Recommended action for customers
1. Verify that the inner finisher is installed using the following image.
5. Check if the black plastic paddles on the sub-ejector mechanism are out of place
Figure 7-289 Paddle example
1 - Black plastic paddle in correct position
2 - Black plastic paddle out of place
a. If the one or both of the plastic paddles are out of place perform the following:

b. Push on the belt located at the Sub-Ejector (Callout 1 in next image) to make it move towards the
inside of the Inner Finisher. This action will allow the out of place black plastic paddle to go back to its
correct operating position.
Figure 7-290 Push belt
NOTE: The paddles move out of place most often when a user removes pages from the Inner
Finisher before the job has completed printing. To keep this issue from occurring in the future, make
sure end users wait for their jobs to complete printing before reaching in to remove their job.
c. Print or copy a document using the stapler stacker to ensure the error is resolved.
1. Verify that a stapler/stacker or booklet maker finisher is installed using the following image.

Inner Finisher: Recommended action for call-center agents
1. Print or view a Configuration Page to identify whether the Inner Finisher or Stapler/Stacker / Booklet Maker
Finisher is installed to verify you are troubleshooting the correct finisher.
a. From the Home screen on the printer control panel, swipe right to navigate, and then touch Reports.
b. From the Reports menu, touch Configuration/Status Pages.
c. Select the Configuration Page item, and then touch the Print or View button.
d. On the Configuration Page, locate the “Nickname” option under the Paper Trays and Options heading.
5. Check if the black plastic paddles on the sub-ejector mechanism are out of place. (Possible cause 1)

6. If the error persists, dispatch a technician with not parts, to adjust the paddles on the Inner Finisher.
Stapler/Stacker – Booklet Maker: Recommended action for call-center agents
1. Print or view a Configuration Page to identify whether the Inner Finisher or Stapler/Stacker / Booklet Maker
Finisher is installed to verify you are troubleshooting the correct finisher.
a. From the Home screen on the printer control panel, swipe right to navigate, and then touch Reports.
b. From the Reports menu, touch Configuration/Status Pages.
c. Select the Configuration Page item, and then touch the Print or View button.
d. On the Configuration Page, locate the “Nickname” option under the Paper Trays and Options heading.
4. If the error persists, dispatch an onsite technician with a Finisher Sub-ejector unit.
Finisher Sub-Ejector Unit part: number: JC90-01409A
Inner Finisher: Recommended action for onsite technicians
1. Verify that the inner finisher is installed using the following image.
Stapler/Stacker – Booklet Maker: Recommended action for call-center agents 605

5. Check if the black plastic paddles on the sub-ejector mechanism are out of place
6. If the error persists, check the post ejector motor ( S11 ).
● Support Tools
● Service

● Service Tools
● Diagnostics
b. Using test 113-0562, run the diagnostic test for the post ejector motor.
d. Check the post ejector gear set for any damage or obstructions. Clear obstructions as needed.
f. If the motor test fails, replace the finisher ejector.
Ejector assembly: SS456-61001

Post ejector motor: JC93-01168A (post ejector motor is a sub-assembly of the ejector assembly and
can be replaced optionally, instead.)
7. If the motor test functions correctly check the post ejector home sensor S10.
a. Disconnect and reconnect both ends of the wire harness from the ejector assembly to the finisher
PCA.
b. Using code 113-0462, run the diagnostic test for the post ejector home sensor: Support Tools >
Service > Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines.
c. If the error persists, replace the sensor or the finisher ejector.

Sensor part number: 0604-001393 (sensor is a sub-assembly of the finisher sub-ejector and can be
replaced optionally, instead.)
Inner Finisher: Recommended action for onsite technicians 607

Finisher main PCA part number: JC92-02774B
Stapler/Stacker – Booklet Maker: Recommended action onsite technicians
1. Verify that a stapler/stacker or booklet maker finisher is installed using the following image.
5. If the error persists, replace the Finisher Sub Ejector Unit.

NOTE: Several sub-assemblies on the Finisher Sub Ejector Unit are available to replace instead. Optional,
further troubleshooting noted below in steps 5-8, can be performed to isolate the issue to one of these
sub-assemblies and the sub-assembly replaced instead of the Finisher Sub Ejector Unit.

If the Finisher Sub Ejector Unit does not resolve the issue, skip to step 10.
6. Check functionality of the ejector 2 motor (M5).
● Support Tools
● Service
● Service Tools
● Diagnostics
Stapler/Stacker – Booklet Maker: Recommended action onsite technicians 609

b. Run test 113–2540, 2BinFinisher Eject2 Motor.
d. Perform the motor test again. If the motor test fails, replace the motor M5.

7. If the motor test functions correctly and the error persists, check the check the ejector 2 motor sensor
(S23).

● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113-2041, run the diagnostic test for the sensor.
c. Rotate the encoder (callout 1) to check the change in the value read.
d. If the error persists, disconnect and reconnect both ends of the wire harness from the ejector
assembly to the finisher PCA.


8. If the error persists, check the ejector2 home sensor (S32).
a. Run test 113-2040, 2BinFinisher Eject2 home Sensor.

b. Move the ejector 2 (callout 2) using gear (callout 1) from the home position to the other position to
check the change in the value read. Or push the ejector2 home sensor actuator (callout 3) to check the
value.
c. Check the ejector2 home sensor actuator(callout3) whether the following spring is dislodged.
d. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.
e. If error persists, replace the sensor as needed.


9. If the error persists, check the Main output tray lower limit sensor (S26).
a. Run test 113-2144, 2BinFinisher Main Full Sensor.
b. Push the sensor actuator to check the reading value changes.

d. If error persists, replace the sensor as needed.
Main output tray lower limit sensor part number: 0604-001415

Removal and replacement: Main output tray lower limit sensor. Removal and replacement procedure
can be found in the booklet maker section of the service manual.
10. If the error persists, turn the printer off, and disconnect / reconnect the wire harness CN11 on the finisher
main PCA. Then turn the printer on.
Finisher main PCA part number: JC92-02968A
66.80.07
The grip ejector operation is abnormal.
66.80.07 615
4. Check the clamp motor.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–2510, 2 Bin Finisher Clamp Motor.
d. Retest the motor.
e. If the motor test fails, replace the SCU motor.

66.80.08
The inner finisher paper support unit experienced and error.
1. Check the exit tray of the inner finisher and remove any paper or obstructions.
2. Open and then close the door of the inner finisher.
3. Check the inner finisher for any damaged or loose parts.
1. Check the exit tray of the inner finisher and remove any paper or obstructions.

2. Open and then close the door of the inner finisher.
3. Check the inner finisher for any damaged or loose parts.
4. Check the paper support motor (M8).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–0571, Finisher Paper Support Motor.
d. Check the paper support gear set for any damage or obstructions. Clear obstructions as needed or
replace the gear transfer assembly.
f. If the motor test fails, replace the support motor.

5. If the motor test functions correctly, check the paper support sensor ( S12 ).
a. Using code 113-0481, run the diagnostic test for Finisher paper support home sensor: Support Tools
> Service > Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines.

b. Push the paper support ( Call-out 1) to ensure the reading changes.
c. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness from
the sensor to the finisher PCA.
d.
e. If the error persists, replace the paper support home sensor or the rear paper support assembly.
Paper support home sensor part number: 0604-001393

Rear paper support assembly part number: JC90-01311A
66.80.0A
Stack stabilizer error. The finisher clamp unit experienced an error.
2. Check the finisher for any jammed paper or obstacles, and remove them.

2. Check the finisher for any damaged or loose parts and remove any obstacles.
3. If the error persists, check the paper holding motor (M7).
● Support Tools

● Service
● Service Tools
● Diagnostics
b. Run test 113–2510, 2 Bin Finisher Clamp Motor.
e. If the motor test fails, replace the paper holding motor.

4. If the error persists, check the paper holding home sensor (S22).

● Support Tools
● Service
● Service Tools
● Diagnostics
b. Using code 113-2010 2BinFinisher Clamp home Sensor, run the diagnostic test for the sensor:

c. Rotate the encoder (callout 1) to check the reading value change.
d. If there is not reading change, disconnect and reconnect both ends of the wire harness from the
sensor assembly to the finisher PCA.
e. If the error persists, replace the paper holding home sensor.

5. If the error persists, turn the printer off, and disconnect / reconnect the wire harness CN13and CN14 of the
finisher PCA. And then turn the printer on.

66.80.0B
Stopper error. The finisher experienced an end-fence error.
2. Check for the latest firmware version of the finisher. Upgrade the firmware as needed.
3. If the error persists, check the end fence motor (M3).
66.80.0B 623
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–2590, 2 Bin Finisher End Fence Motor.
e. If the motor test fails, replace the end fence motor.
End fence motor (M3) part number: JC90-01467A

For instructions:

4. If the error persists, check the end fence home sensor (S7).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Using code 113-2050 2BinFinisher End fence Sensor run the diagnostic test for the sensor.

c. Move the end fence (callout 1) from the home position to the other position to check the reading value
change.
d.
e. Disconnect and reconnect both ends of the wire harness from the ejector assembly to the finisher
PCA.
f. If the error persists, replace the sensor.

66.80.0C
The finisher experienced a buffer error.

4. If the error persists, check the main exit cam motor (M2).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–2500, 2 Bin Finisher Buffer Lift Motor.

e. If the motor test fails, replace the buffer lift motor.

5. If the error persists, check the main exit cam home sensor (S5).
● Support Tools
● Service
● Service Tools

● Diagnostics
b. Using code 113-2000 2BinFinisher Buffer lift Sensor run the diagnostic test for the sensor.
c. Rotate the encoder (callout 1) to check the reading value change.
d. Disconnect and reconnect both ends of the wire harness from the ejector assembly to the finisher
PCA.
e. If the error persists, replace the sensor.

66.80.20
Stapler/Stacker staple jam. The staple jaw is unable to close, most likely due to a jammed staple.
1. Open the door of the finisher.
2. Move the stapler to the front of the finisher using the green knob.
66.80.20 629
3. Remove the staple cartridge and lift the tab and check for any jammed staples and remove them.
4. If the staple cartridge is empty, replace the staple cartridge.
5. Close the finisher door.
1. Open the door of the finisher.
2. Move the stapler to the front of the finisher using the green knob.

3. Remove the staple cartridge and lift the tab and check for any jammed staples and remove them.
4. If the staple cartridge is empty, replace the staple cartridge.
5. Replace the stapler cartridge and close the finisher door.
6. If the staple cartridge unit is damaged, replace the staple cartridge unit.
8. If the error persists, disconnect and reconnect the both ends of the wire harness to the stapler sub unit and
the finisher PCA.
9. Retest the finisher, If the error persists, replace the finisher sub-staple unit.

10. Replace the finisher PCA.


66.80.27
The front alignment tamper experienced an error in the inner finisher output device.
1. If there is jammed paper in the finisher main output tray, remove it.
2. Open the inner finisher door.
3. Use the release lever to slide the inner finisher away from the printer.

4. Open the right and upper jam covers.
5. Inspect the areas for paper jams or obstructions.
6. Close the covers and slide the inner finisher back into place.


9. If the error persists, dispatch the Front tamper unit assembly, which includes the Front tamper motor (M9)
and Front Tamper home sensor (S5).
Front tamper unit assembly part number: JC82-00899A
Support Process.
NOTE: It is not recommended to replace the entire inner finisher to solve the problem. This error may be
caused by a malfunction of the front tamper unit or foreign objects interfering with the operation of the unit.


9. If the error persists, check the front tamper motor (M9).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113-0530, Right Tamper Motor.
c. The right (front) alignment tamper should move back and forth
d. If the motor does not function, disconnect and reconnect both ends of the wire harness to the tamper
motor and re-seat the motor.
e. Re-test the motor, if the motor still does not function, go to step 11.
10. If the motor test functions correctly, check the tamper home sensor (S5).
a. Run test 113-0390, Finisher Right Tamper Sensor: Support Tools > Service > Service Tools >
Diagnostics > Engine Diagnostics > Engine Test Routines.
b. Touch Start and then Get Status.

c. During the sensor test, move the front tamper back and forth to change the sensor value.
d. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness
between the sensor and the finisher PCA.
e. Retest the sensor, if it does not function correctly, go to Step 11.
11. If the error persists, check to see if there is anything blocking the front tamper unit assembly moving during
the initialization process. Re-seat the front tamper unit assembly.
12. If the error persists, replace the Front tamper unit assembly, which includes the Front tamper motor (M9)
and Front tamper home sensor (S5).

66.80.36
The inner-finisher main tray experienced a tray lift motor error.
Please refer to ’66.60.30’ CPMD guide if future smart firmware version is prior to 24.5.1. ( Not including firmware
24.5.1 )
1. Check the staple cartridge.

a. Open the finisher door and remove the stapler cartridge.
b. Check the staple cartridge for any jammed staples and remove them.
c. Install the staple cartridge.
d. Close the finisher cover.


Support Process.

1. Please update the firmware if the future smart firmware version is prior to 24.5.1. ( Not include ’24.5.1 )
2. If the error persists, check the stapler motor ( Callout 1 ).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113-0550, stapler position motor.
c. Check the stapler motor (Call-out 1) to ensure that it moves and the motor is working.
d. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness to
the motor.
e. Re-test the motor, if the motor still does not function, replace the motor.
Stapler assembly part number: JC90-01342A


3. If the error persists, replace the inner finisher rear joint PCA. ( Callout 2 )
66.80.38
The initialization of the stacker failed to be completed within the designated time.
3. Check to see if there is any skew on the main output tray.
4. Check the main tray full sensor.
● Support Tools

● Service
● Service Tools
● Diagnostics
b. Run test 113–2144, 2 Bin Finisher Main Full Sensor.
c. Touch Start and then Get Status. The reading should be “Low”.
d. Push on the sensor actuator and make sure it moves freely. Hold the actuator down and touch Start
and then Get Status. The reading should be “High”.
e. If the reading does not change, disconnect and reconnect the wire harness from the sensor to the
finisher PCA.
5. Check the main tray beam sensor.
a. Run test 113–2140, 2 Bin Finisher Main Beam Sensor.

b. Cover the beam sensor to ensure the reading changes from “Low” to “High”.
c. If the reading does not change, disconnect and reconnect the wire harness from the sensor to the
finisher PCA.
d. Retest the sensor. If the test fails, elevate the issue using the Standard Support Process.
6. Check the main tray motor.
a. Run test 113–2610, 2 Bin Finisher Main Tray Motor.
b. Ensure the finisher main tray lowers and raises during the test.
c. If the tray does not move, disconnect and reconnect the wire harness from the tray motor to the
finisher PCA.
d. Retest the tray motor. If the test fails, replace the finisher sub-stacker motor.

7. Check the home position sensor.
a. Run test 113–2510 2 Bin Finisher SCU Motor. This test check the home position sensor,
b. If the test fails, replace the home position sensor.
Part number: 0604–001415

66.80.46
The stapler operation experienced a failure.
This error can be caused by the inner finisher/printer being shipped from the staging area to the customer site
WITHOUT reinstalling the shipping lock screw for the stapler unit. This causes the stapler to move inside the inner
finisher on its path. This in turn causes the staple cartridge to come out of the stapler and it gets stuck inside the
inner finisher.

b. Verify the stapler unit shipping/retaining screw has been removed.
Figure 7-295 Shipping screw

c. Use the release lever to slide the inner finisher away from the printer.
d. Open the right and upper jam covers.
e. Inspect the areas for paper jams or obstructions.
f. Close the covers and slide the inner finisher into place.

Support Process.
1. If this error occurs on initial install, check to see if the unit was shipped without the shipping lock screw
installed.
a. Check if shipping screw is present.
Figure 7-296 Shipping screw
b. If the customer reports that the 66.80.46 error displays on the control panel and is accompanied by a
loud buzzing noise, ask the customer or technician to open the front door of the inner finisher, check
the stapler position, and look to see if the staples cartridge is stuck inside the path of the stapler.
Figure 7-297 The staple cartridge green handle stuck inside the inner finisher
c. THIS STEP IS FOR TECHNICIANS ONLY: Remove the inner finisher’s front cover, free the stapler by
pushing in the staple cartridge, and then reinstall the front cover.
The technician should then test the unit by stapling two sheets together in a test copy job.
If the 66.80.46 error does not appear on the control panel AND if there is no buzzing noise, the inner
finisher can be considered fixed.
2. If the error was not caused by the unit shipped without the lock in place, continue troubleshooting with the
following steps.
3. Verify there are no jammed staples in the staple cartridge. Lift the front metal and make sure the staples
are correctly formed. Clear any damaged staples, and remove the current sheet of staples from the
cartridge if needed.

5. If error persists, check the finisher stapler position sensor 1, 2, 3, 4 ( S2 ).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Use tests 113-0491 and 113-0492, to run the diagnostic test for stapler position sensor:
c. During the sensor test, move the stapler back and forward to change the sensor value.
d. If the sensors do not function correctly, disconnect and reconnect both ends of the wire harness from
the stapler position sensor to the finisher rear joint PCA.
e. Retest the sensors. If the sensors still do not function, replace the sensor as needed.

6. If the error persists, check the stapler position motor ( M1 ).
a. Using code 113-0581, run the diagnostic test for stapler position motor: Support Tools > Service >
Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines
b. The stapler motor ( M1 ) should move forward and backward.
d. Retest the motor. If the motor still does not function, replace the motor.

7. If the error persists, replace the entire inner finisher.
Kit-Inner Finisher part number: Y1G00-67901
Stapler/Stacker - Booklet Maker: Recommended action for call-center agents and onsite technicians
Stapler/Stacker - Booklet Maker: Recommended action for call-center agents and onsite technicians 651

2. Check the stapler path whether there is an obstruction that interfere with stapler movement. Especially
check the shape and the location of end fence.
3. Check the cable that is connected into the stapler unit.
4. If the error persists, check the stapler position motor (M8).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–2620, 2 Bin Finisher Stapler Move Motor.
Check the motor sound during the test.

d. Retest the motor. If the motor still does not function, replace the finisher sub-staple unit.

5. If the error persists, check the Stapler rear sensor (S30), Stapler mid rear sensor (S25), and Stapler mid
front sensor (S24).
a. Run test 113-2110 / 113-2111 / 113-2112, 2BinFinisher Stapler home Sensor / 2BinFinisher Stapler
rear Sensor / 2BinFinisher Stapler front Sensor.
b. Move the stapler from the stapler rear position to the other position to check the reading value
change.
d. If the sensor test fails, replace the sensor or finisher sub-staple unit.

Staple unit part number: JC82-00894A
6. If the error persists, power off, and disconnect / reconnect the wire harness CN10 of the finisher PCA. And
then power on.
66.90.11
Booklet diverter failure.


2. Close the finisher door and retest.
Support Process.


2. Close the finisher door and retest.
4. If the error persists, check the diverter motor (M18).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–3560, Booklet Diverter Motor.
d. Retest the motor. If the motor still does not function replace the motor.


5. If the error persists, check the booklet diverter home sensor (S40).
a. Using code 113-3060 Booklet Diverter home Sensor, run the diagnostic test for the sensor.

b. Move the booklet diverter (callout 1) from the home position to the other position to check the reading
value change.
d. Replace the sensor if needed.

66.90.12
Booklet accumulator failure.


Support Process.


3. If the error persists, check the booklet tamper motor(M23).

● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–3540, Booklet Tamper Motor.


4. If the error persists, check the booklet tamper home sensor (S38).
a. Using code 113-3080 Booklet Tamper home Sensor, run the diagnostic test for the sensor:

b. Move the booklet tamper (callout 1) from the home position to the other position to check the reading
value change.

66.90.13
Booklet paddle failure.
66.90.13 669

Support Process.


4. If the error persists, check the paddle motor (M19).
● Support Tools
● Service
● Service Tools
● Diagnostics

b. Run test 113–3580, Booklet Paddle Motor.
Check for the sound of the motor running.

5. If the error persists, check the booklet Paddle home Sensor (S41).
a. Using code 113-3090 Booklet Paddle home Sensor, run the diagnostic test for the sensor.

b. Rotate the booklet paddle encoder to check the reading value change.

6. If the error persists, power off, and disconnect and reconnect the wire harness CN7 of the booklet maker
PCA. And then power on.

66.90.14
The booklet maker experienced a knife (blade) error.


Support Process.


3. If the error persists, check the booklet blade motor (M22).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–3550, Booklet Knife Motor.


4. If the error persists, check the booklet blade home sensor (S45).
a. Using code 113-3040 Booklet Knife home Sensor, run the diagnostic test for the sensor.
b. Rotate the booklet blade motor to check the reading value change.


66.90.15
The booklet maker experienced a press failure.
Support Process.



3. If the error persists, check the press motor (M16).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–3570, Booklet Press Motor.


4. If the error persists, check the booklet presser home sensor (S37).
a. Using code 113-3130 Booklet Press home Sensor, run the diagnostic test for the sensor.

b. Move the booklet presser (callout 1) from the home position to the other position to check the reading
value change.
Callout 1 - Booklet presser
c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the booklet
maker PCA
d. Retest the motor. If the test fails, replace the sensor.


66.90.16
Booklet maker stapler failure.
3. Remove both of the staple cartridge units and make sure there are no damaged staples. Lift the metal bar
in the leading edge of the staple units and check for properly formed staples.
5. If the error persists, replace the booklet stapler unit or booklet maker as needed.
Booklet stapler unit part number: JC82-00725A

Booklet maker part number: JC82-00905A
66.90.21
The buffer unit has experienced an error.

Recommended action for customers:
3. Upgrade the finisher and engine to the latest version of firmware.
NOTE: Finisher firmware version V04.22 or greater.
Engine firmware datecode 4.3.0.2 or greater.
4. If the firmware is not current, dispatch a technician to upgrade the firmware.
5. If the firmware is up to date, dispatch a technician to troubleshoot the following parts.
● Booklet buffer home sensor.
3. Ensure the finisher and engine are running the latest version of firmware.
NOTE: Finisher firmware version V04.22 or greater.
Engine firmware 4.3.0.2 or greater.
4. If the firmware is not current, upgrade the firmware.
a. Obtain the latest firmware bundle from HP.com
b. Ensure that the finisher is correctly connected to the printer before downloading FW bundle.
NOTE: The finisher must be connected to the print engine when performing the upgrade.
Recommended action for customers: 689

5. If the error persists, check the buffer home sensor (S16).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113-2210 2BinFinisher BM exit cam home sensor.

c. Rotate the buffer roller (callout 1) to check for the reading value to change.
d. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness from
the sensor to the finisher PCA.
e. Retest the sensor. if the sensor continues to fail, replace the sensor.
6. If the error persists, replace the buffer roller assembly.
Buffer roller assembly part number: JC90-01672A
66.90.22 and 66.90.23

The buffer unit has experienced an error.
66.90.22 and 66.90.23 691

3. If the error persists, check the booklet buffer motor (M10).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–2660, 2BinFinisher BM exit cam Motor.


4. If the error persists, check the buffer home sensor (S16).
a. Using code 113-2210 2BinFinisher BM exit cam home sensor , run the diagnostic test for the sensor.

b. Rotate the buffer roller (callout 1) to check for the reading value to change.
d. If the test fails, replace the sensor.
5. If the error persists, power off, and disconnect and reconnect the wire harness CN17 of the finisher PCA.
And then power on.

66.90.43
The finisher experienced a booklet c-fold blade error or a booklet end fence error.
66.90.43 695



5. If the error persists, check the booklet c-fold blade motor (M17).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–3590, Booklet Guide Motor.


6. If the error persists, check the booklet c-fold blade home sensor (S39).
a. Using code 113-3050 Booklet Guide home Sensor, run the diagnostic test for the sensor.
b. Move the c-fold blade using the gear (callout 1) from the home position to the other position to check
for the reading value to change.
c. Disconnect and reconnect both ends of the wire harness from the sensor to the booklet maker PCA.


7. If the error persists, check the booklet end fence motor (M20).
a. Using code 113-3530 Booklet Stopper Motor, run the diagnostic test for the motor.
b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the booklet
maker PCA.
c. Retest the motor. If the test fails, replace the motor.


8. If the error persists, check the booklet end fence home sensor (S42).
a. Using code 113-3000 Booklet Stopper home Sensor, run the diagnostic test for the sensor.

b. Move the booklet end fence (callout 1) from the home position to another position to check for a
reading value change.
c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the booklet
maker PCA.


67.* error messages
Errors in the 67.* family indicate a problem with the connection between the printer and an external input tray.
The printer and the tray are not communicating.

Recommended action
1. Check the connections between the PCA in the input device and the PCA in the printer.
2. Replace damaged connectors, if possible.
3. If the connector is damaged on the PCA, replace the appropriate PCA.
67.0E.01
Optional exit unit is not installed.

1. Check whether 2nd exit unit is installed.
2. Check the exit sensor on the 2nd exit unit.
● Support Tools
● Service

● Service Tools
● Diagnostics
b. Run test 102–0371, Exit2 Sensor.
c. If the test fails, disconnect and reconnect the wire harness connection on the 2nd exit unit and
connector 1 on the main board PCA.
d. If the wire harness is OK, check to ensure that the sensor arm move freely. If it does not, replace the
sensor actuator parts.

67.04.02
The printer cannot communicate with tray 3 of the dual cassette department feeder (DCF).

3. Remove the rear cover.
4. Disconnect and reconnect the connector CN301 on the DCF controller PCA to ensure the connector is seated
correctly and are not damaged. Replace the connector if necessary.
67.04.02 705
5. If the error persists, replace the DCF PCA.


70.* errors
Messages in the 70.* family indicate a problem with the DC controller or Main board PCA (ECB) depending on your
printer.


2. Replace the DC controller or the Main board PCA (ECB) as needed.

80.* errors
Errors in the 80.* family indicate a problem with an external I/O device, such as a Jetdirect card, an EIO card, or an
external hard disk.


1. Turn the printer off, reconnect the network cable, and then turn the printer on.
2. Try another network cable.
3. Reload the printer firmware.
Recommended action
3. For 82.* errors, reload the printer firmware.

81.* errors
external hard disk.

Recommended action

82.* errors
external hard disk.


82.73.45 Disk Successfully cleaned

Event log only, disk successfully cleaned.
Recommended action
82.73.46, 82.73.47
A hard disk or compact flash disk cleaning failed.
This error is usually caused by a failure of the disk hardware.

1. Turn the product off, and then on.


2. Use the Format Disk item in the Preboot menu.
3. Reload the firmware.

90.* errors
Errors in the 90.* family are related to the control panel.

2. If the error persists, dispatch an onsite technician.

1. Turn the printer off by holding down the power button for at least 10 seconds.
2. Check the connectors on the control panel. Reseat them if necessary.
3. Turn the printer on. If the status LED on the formatter is yellow instead of green, the control panel might be
defective. Replace the control panel.

98.* errors
Errors in the 98.* family are related to data corruption in the firmware.

2. Download and install the latest firmware.

2. Download and install the most current version of the firmware.
98.00.01 or 98.01.00 Corrupt data in firmware volume

Data corruption has occurred in the firmware volume.



98.00.02 Corrupt data in the solutions volume
Data corruption has occurred in the solutions volume.


98.00.03 Corrupt data in the configuration volume

Data corruption has occurred in the configuration volume.


2. Download the firmware again, and then attempt the upgrade again.
98.00.02 Corrupt data in the solutions volume 711

98.00.04 Corrupt data in the job data volume

Data corruption has occurred in the job data volume.
Recommended action
2. Make sure the printer is running the most current version of firmware.
3. Rerun the file erase function.

99.* errors
Errors in the 99.* family are related to the firmware upgrade process.

1. Make sure the connection to the network is good, and then try the firmware upgrade again.
2. If the error persists, try using the USB upgrade method.
For more information, go to HP Enterprise, HP Managed - Update the printer firmware.

1. Make sure the connection to the network is good, and then try the upgrade again.
2. Try using the USB upgrade method.
3. If the error persists, run the Format Disk process from the Preboot menu.
NOTE: Do NOT replace the formatter board, it will not resolve the issue.

99.00.01 Upgrade not performed file is corrupt
A remote firmware upgrade (RFU) was not performed.
This is a CRC error in the firmware image (bad image).
Recommended action
▲ Download the firmware upgrade file, and then attempt the upgrade again.
99.00.02 Upgrade not performed timeout during receive

The issue is an I/O timeout when reading the header number and size. It indicates a problem with the network
environment, not the product.
Recommended action
The most common cause is an issue with the network environment.
1. Make sure that there is a good network connection to the product, and then attempt the firmware upgrade
again.
NOTE: If the upgrade is being performed over the network, check the link light on the ethernet connection
on the printer formatter. Make sure that one light is solid and the other is blinking, which signals that data is
passing over the ethernet connection. This is an indication of a good physical connection.
2. If the error persists, use the USB upgrade method.

The issue is an I/O timeout when reading the header.
Recommended action
again.
99.00.01 Upgrade not performed file is corrupt 713

The issue is an I/O timeout when reading image data.
Recommended action
again.
99.00.09 Upgrade canceled by user

The RFU was canceled.
Recommended action
▲ Resend the remote firmware upgrade (RFU).

The RFU was canceled when reading the header number and size.
Recommended action

The RFU was canceled when reading the rest of the header, after reading the header number and size.
Recommended action
99.00.12 Upgrade not performed the file is invalid

The header number is 1, but the header size does not match version 1 size.

Recommended action
1. Download the remote firmware upgrade (RFU) file again.
Make sure that you download the file for the correct printer model.
2. Resend the RFU.

The header number is 2, but the header size does not match version 2 size.
Recommended action
2. Resend the RFU.

The file is invalid.
Recommended action
2. Resend the RFU.
99.00.2x
There is a compatibility issue with the firmware.
The specific message varies depending on the cause, but the solution for each message is the same.
● 99.00.20 (event log)
The bundle is not for this product.
● 99.00.21 (event log)
The bundle is not signed with the correct signature, or the signature is invalid.
● 99.00.22 (event log)
The bundle header version is not supported by this firmware.

● 99.00.23 (event log)
The package header version is not supported by this firmware.
● 99.00.24 (event log)
The format of the bundle is invalid.
● 99.00.25 (event log)
The format of the package is invalid.
● 99.00.26 (event log)
A CRC32 check did not pass.
● 99.00.27 (event log)
An I/O error occurred while downloading the bundle.
Recommended action
1. 99.00.27 only: Turn the product off, and then on.
2. Download the correct firmware file, and then resend the firmware upgrade.
3. If the error persists, try installing the upgrade by another method (USB or Embedded Web Server).
99.01.xx
A firmware install error has occurred.
The specific message varies depending on the cause, but the solution for each message is the same.
● 99.01.00
● 99.01.10
● 99.01.20
● 99.01.21
Recommended action
▲ Reload the firmware.
99.02.01
Firmware installation was successful.
Recommended action
99.02.09
Firmware upgrade cancelled by user.

Recommended action
99.07.20 Fax error

Fax card communication error.
2. Open the back cover.
3. Reseat the Fax PCA card.
4. Close the back cover and turn the printer on.
99.07.YZ Firmware install error

● 99.07.00 Unexpected fax modem FW installer error. Firmware installation failed. The fax installer
encountered an error during installation.
● 99.07.10 An error occurred accessing the repository during the fax modem FW install. Firmware installation
failed. The fax modem installer encountered an error in the repository.
● 99.07.21 The fax modem could not be reset. Firmware installation failed. The fax modem installer failed to
download flash to the modem.
● 99.07.22 Firmware installation failed. The fax modem installer failed to download firmware to the modem.
● 99.07.23 Fax modem reset failed.
2. If possible, upgrade the firmware.
2. Verify the fax card is correctly installed on the formatter. Ensure the fax card is aligned with slot on the
formatter chassis and is firmly seated against the formatter board. Turn the printer on.

3. If the error persists, download and reinstall the firmware from the preboot menu.
a. Select the Administration menu.
NOTE: If there is a password assigned to the administrator, a prompt to enter the printer displays.
Enter the password to proceed.
b. Select the Download item, and then download the latest firmware. The user can now download a new
firmware bundle to the printer.
4. If the error persists, perform a Format Disk procedure using the Preboot menu and then reload the
Firmware.
For the procedure to perform a Format Disk procedure., go to: HP LaserJet Enterprise Printers - Performing
a Partial Clean or Format Disk Procedure (c03398779).
99.09.61 Unsupported disk

The hard disk drive installed is not support in this printer.
The hard disk drive (HDD) is not encrypted and the printer is configured for an encrypted HDD.
Recommended action
NOTE: Do NOT replace the formatter board, it will not resolve this error.
▲ Access the Preboot menu, and then select Lock Disk to lock the disk.
a. Access the Preboot menu
b. Turn the product on.
c. Touch the HP logo that displays in the center of the touchscreen until the Preboot menu item opens.
d. Use the arrow buttons on the touchscreen to navigate the Preboot menu.
e. Touch the OK button to select a menu item.
99.09.62 Unknown disk

This error indicates that there is an encryption mismatch between the HDD and the formatter.
This typically happens because an HDD was swapped into a device from another device.

Recommended action

1. Use the Preboot menu to unlock the disk.
a. Access the Preboot menu
b. Turn the product on.
c. Touch the HP logo that displays in the center of the touchscreen until the Preboot menu item opens.
d. Use the arrow buttons on the touchscreen to navigate the Preboot menu.
e. Touch the OK button to select a menu item.
2. If a disk is to be reused in a different product, execute the Erase and Unlock procedure from the Preboot
menu, and then reload the firmware.
▲ From the Preboot menu, open the following menus:
● Administration (select 3)
● Manage Disks (select 6)
● Boot Device (select 6)
● Erase / Unlock (select 2)
3. If the previous steps did not resolve the issue, replace the hard disk drive.
99.09.63 Incorrect disk

Expected encrypted hard disk drive is not present.
This is expected behavior when installing a new hard disk drive in a device where the previous hard disk drive was
encrypted.
▲ Follow the procedure to load firmware on a new hard disk drive, and then lock the disk to this printer.
Do NOT replace the formatter board, it will not resolve this.
99.09.64 Disk Nonfunctional

A fatal hard disk drive failure has occurred.
99.09.63 Incorrect disk 719

1. Determine if the hard disk drive needs to be replaced.
3. Check for proper installation of the hard disk. Remove the Formatter cover and ensure the hard disk is
making a good connection.
4. If the error persists, replace the formatter HDD.
Formatter HDD 500 GB part number: L41606-011

Do NOT replace the formatter board, it will not resolve this error.
5. If the error still persists, replace the formatter HDD SATA riser module.
Formatter HDD SATA riser module part number: T3U55-60001
99.09.65 Disk data error

Disk data corruption has occurred.
Recommended action
▲ Use the Format Disk procedure from the Preboot menu, and then resend the remote firmware upgrade
(RFU).
99.09.66 No boot device.

A hard disk drive or eMMC is not installed in the printer.
1. Install a compatible hard disk drive.
2. If a compatible hard disk drive is installed, re-seat the hard disk drive to make sure that it is connected
correctly. Additionally, reseat all cables on the formatter, except the Flat Flexible cable (FFC).
3. If the error persists, replace the formatter HDD.

4. If the error still persists, replace the formatter HDD SATA riser module.
99.09.67 Disk is not bootable please download firmware

There is no firmware installed on the hard disk drive or eMMC.
This is usually the result of installing a new hard disk drive or performing a Format Disk procedure from the
Preboot menu.
NOTE: When installing a new hard drive or eMMC, the disk should be formatted through the Preboot menu,
BEFORE loading firmware.
1. Press any button to continue to the main Preboot menu.
2. Press the Help button to see the help text for the error.
3. Select the Administration menu.
NOTE: If there is a password assigned to the administrator, a prompt to enter the printer displays. Enter
the password to proceed.
4. Select the Format disk option, select OK.
5. Select the Download item, and then download the latest firmware. The user can now download a new
firmware bundle to the printer.
6. If the download fails to the hard disk drive, complete the following:
b. Check for proper installation of the hard disk. Remove the Formatter cover and ensure the hard disk is
making a good connection.
c. Turn the printer on. The boot sequence is expected to stop at 99.39.67 eMMC Not Bootable.
d. Provide instructions to download firmware.
99.09.67 Disk is not bootable please download firmware 721

e. If the error persists, replace the formatter HDD.

f. If the error still persists, replace the formatter HDD SATA riser module.
99.59.62 Unknown Disk

The hard disk drive on the main board PCA is an unknown type.
Recommended action
1. Ensure the hard disk drive installed is the correct one for the printer.
2. If the hard disk drive is the correct one and the error persists, disconnect and reconnect both ends of the
cable harness from the main board PCA to the hard disk drive.

99.59.64 Disk Nonfunctional

The hard disk drive on the main board PCA is not functioning.
Recommended action

99.59.66 No Boot Disk

The hard disk drive on the main board PCA is not installed or is not working.
Recommended action
1. Ensure the hard disk drive installed is the correct one for the printer.


8 Alphabetical control panel messages
Use the following alphabetical message to see further information on the message.
Alphabetical messages
Toner Collection Unit Almost Full
The toner collection unit is almost full
The toner collection unit is between 90% and 99% of its capacity.
Recommended action
2. For all other "Toner Collection Unit Almost Full" messages and if the firmware is up to date, replace the toner
collection unit.
724 Chapter 8 Alphabetical control panel messages

Index
B remote firmware upgrade M

error 6
backup error memory error
fuser error
32.WX.YZ error 5 82.WX.YZ error 6
41.WX.YZ error 5
reset error 5 EMMC error 6
laser scanner error 5
restore error 5 hard disk error 6
paper path error 5
motor error (LaserJet)
fuser error (LaserJet)
C 59.WX.YZ error 5
50.WX.YZ error 5
connector error
N
65.WX.YZ error 5 H
Near Field Communication error
hard disk partition error
D 81.WX.YZ error 6
98.WX.YZ error 6
Bluetooth error 6
DC controller communication error
external I/O card error 6
55.WX.YZ error 5 I
internal EIO error 6
DC controller firmware error
input accessory error wireless error 6
70.WX.YZ error 6
67.WX.YZ error 5
digital sending error (firmware)
input/output error O
44.WX.YZ error 5
40.WX.YZ error 5
document feeder error output accessory error
internal diagnostics error
90.WX.YZ error 6
duplexer error OXPd/Web kit error
video display error 6
J
E P
jam error (LaserJet)
Embedded Jetdirect error page error
13.WX.YZ error 4
jam error (PageWide)
engine error (LaserJet) paper handling error (LaserJet)
13.WX.YZ error 4
job accounting error (firmware)
63.WX.YZ error 5 print bar error (PageWide)
48.WX.YZ error 5
engine error (PageWide) 62.WX.YZ error 5
job management error
61.WX.YZ error 5 printer memory error
(firmware) 5
event log error (firmware) 20.WX.YZ error 4
job pipeline error (firmware) 5
42.WX.YZ error 5
job parser error (firmware)
R
47.WX.YZ error 5
F
printer calibration error 5 real-time clock error
fan error 11.WX.YZ error 4
58.WX.YZ error 5 L
firmware communication error S
laser scanner error (LaserJet)
49.WX.YZ error 5
51.WX.YZ error 5 scanner error
firmware install error
99.WX.YZ error 6
last update 1
hard disk error 6
Index 725
security error
33.WX.YZ error 5
sensor error
54.WX.YZ error 5
58.WX.YZ error 5
supplies error (LaserJet)
10.WX.YZ error 4
supplies error (PageWide)
17.WX.YZ error 4
system error (LaserJet)
62.WX.YZ error 5
T
tray motor error (LaserJet)
60.WX.YZ error 5
726 Index

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Control Panel Message Document (CPMD)

This document provides error-code troubleshooting information

© Copyright 2022 HP Development Company, Adobe®, Adobe Photoshop®, Acrobat®, and

UNIX® is a registered trademark of The Open

1 Document last updated .............................................................................................................................................................................1

2 About this document..................................................................................................................................................................................2

3 Control-panel message types ..................................................................................................................................................................3

4 Error-code and control-panel-message troubleshooting overview...................................................................................................4

5 How to search for printer documentation ..............................................................................................................................................7

6 Printer service information..................................................................................................................................................................... 16

7 Numerical control panel messages ...................................................................................................................................................... 17

8 Alphabetical control panel messages.................................................................................................................................................724

The following is the last time this document was updated:

Last update: April 12, 2022

Document last updated 1

This document provides error-code troubleshooting information.

Choose the format that best meets your needs.

Table 2-1 Content format types

Format Document title example Recommended use

TIP: Save Product Detail page URL

● Web-based: Most up-to-date

● Use when a printable document is

NOTE: Always refer to the printer service

NOTE: For current information, use the

2 Chapter 2 About this document

Control-panel message types 3

Error codes (types and structure)

Table 4-1 ERROR CODES: The first two characters

Error code System Component System Error Description

10.WX.YZ Supplies (LaserJet) Supply error or supply memory error.

13.WX.YZ Jam (LaserJet) Paper jam or open door jam error.

15.WX.YZ Jam (PageWide) Paper jam or open door jam error.

17.WX.YZ Supplies (PageWide) Supply error or supply memory error.

20.WX.YZ Printer memory Insufficient memory or buffering error.

21.WX.YZ Page Page complexity causing a decompression error when

30.WX.YZ Scanner Flatbed scanner error occurring inside the unit.

31.WX.YZ Document feeder Document feeder, scanner, or jam error.

4 Chapter 4 Error-code and control-panel-message troubleshooting overview

Error code System Component System Error Description

32.WX.YZ Backup, restore, or reset Backup, restore, or reset notification or error.

33.WX.YZ Security Backup, Disk, EFI BIOS, Firmware integrity (SureStart),

40.WX.YZ Input/Output (I/O) Partition manager, secure erase, or USB accessory

42.WX.YZ Firmware Firmware failure involving the Event Log, Shell,

44.WX.YZ Firmware Firmware failure involving a digital sending

46.WX.YZ Engine (LaserJet) Engine communication error.

47.WX.YZ Firmware Job parser or printer calibration error.

48.WX.YZ Firmware PJA job accounting, job management, or job pipeline

49.WX.YZ Firmware Firmware communication error.

50.WX.YZ Fuser (LaserJet) Fuser error.

51.WX.YZ Laser scanner (LaserJet) Laser scanner beam error.

52.WX.YZ Laser scanner (LaserJet) Laser scanner startup error.

54.WX.YZ Sensor Sensor error (not jam related).

55.WX.YZ DC controller (LaserJet) DC controller communication error.

56.WX.YZ Paper handling (LaserJet) Paper input/output or accessory error.

57.WX.YZ Fan Fan error.

58.WX.YZ Sensor Engine sensor failure.

59.WX.YZ Motor (LaserJet) Motor error.