HP E72525 30 35 CPMD
HP E72525 30 35 CPMD
HP E72525 30 35 CPMD
www.hp.com/support/lje72500mfp
HP LaserJet Managed MFP E72525, E72530,
E72535 - Control Panel Message Document
(CPMD)
SUMMARY
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.WX.YZ error messages ................................................................................................................................................................. 56
11.* errors ................................................................................................................................................................................... 56
13.WX.YZ error messages ................................................................................................................................................................. 57
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.WX.YZ error messages ...............................................................................................................................................................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.WX.YZ error messages ...............................................................................................................................................................397
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.WX.YZ error messages ...............................................................................................................................................................431
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.WX.YZ error messages ...............................................................................................................................................................438
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.WX.YZ error messages ...............................................................................................................................................................443
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.WX.YZ error messages ...............................................................................................................................................................445
41.* errors .................................................................................................................................................................................445
41.03.YZ Unexpected size in tray <X> .................................................................................................................................445
41.03.FZ Unknown Misprint Error ........................................................................................................................................448
vi
42.WX.YZ error messages ...............................................................................................................................................................451
42.* errors .................................................................................................................................................................................451
42.B0.01....................................................................................................................................................................................451
44.WX.YZ error messages ...............................................................................................................................................................452
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
44.04.xx Error Event log message (Multifunction product only.).....................................................................................453
44.05.xx Error Event log message (Multifunction product only.).....................................................................................453
44.07.xx Error Event log message (Multifunction product only.).....................................................................................453
44.08.xx Error Event log message (Multifunction product only.).....................................................................................454
44.10.xx Error Event log message (Multifunction product only.).....................................................................................454
44.11.0E Error Event log message (Multifunction product only.) ....................................................................................454
44.11.xx Error Event log message (Multifunction product only.).....................................................................................454
44.12.0E Error Event log message (Multifunction product only.) ....................................................................................454
44.12.xx Error Event log message (Multifunction product only.).....................................................................................455
44.16.01 Error Event log message (Multifunction product only.)....................................................................................455
44.16.02 Error Event log message (Multifunction product only.)....................................................................................455
44.16.03 Error Event log message (Multifunction product only.)....................................................................................455
44.16.04 Error Event log message (Multifunction product only.)....................................................................................456
44.16.05 Error Event log message (Multifunction product only.)....................................................................................456
44.16.06 Error Event log message (Multifunction product only.)....................................................................................456
44.16.07 Error Event log message (Multifunction product only.)....................................................................................456
44.16.08 Error Event log message (Multifunction product only.)....................................................................................457
44.16.09 Error Event log message (Multifunction product only.)....................................................................................457
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
44.16.0E Error Event log message (Multifunction product only.) ....................................................................................458
44.16.0F Error Event log message (Multifunction product only.) ....................................................................................458
44.16.10 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.WX.YZ error messages ...............................................................................................................................................................459
45.00.07 ....................................................................................................................................................................................459
45.00.70 ....................................................................................................................................................................................459
45.00.1C ...................................................................................................................................................................................459
46.WX.YZ error messages ...............................................................................................................................................................460
46.* error messages................................................................................................................................................................460
47.WX.YZ error messages ...............................................................................................................................................................461
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.WX.YZ error messages ...............................................................................................................................................................466
48.* errors .................................................................................................................................................................................466
48.0D.01 Remote Image Disk error .....................................................................................................................................466
49.WX.YZ error messages ...............................................................................................................................................................467
49.13.01 ....................................................................................................................................................................................467
49.38.0C or 49.38.0D..............................................................................................................................................................467
49.XX.YY Error To continue turn off then on .......................................................................................................................469
50.WX.YZ error messages ...............................................................................................................................................................470
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.WX.YZ error messages ...............................................................................................................................................................477
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.WX.YZ error messages ...............................................................................................................................................................484
56.* errors .................................................................................................................................................................................484
57.WX.YZ error messages ...............................................................................................................................................................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.WX.YZ error messages ...............................................................................................................................................................490
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.WX.YZ error messages ...............................................................................................................................................................510
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.WX.YZ error messages ...............................................................................................................................................................522
61.00.00 ....................................................................................................................................................................................522
61.00.01 ....................................................................................................................................................................................522
61.00.06 ....................................................................................................................................................................................523
viii
62.WX.YZ error messages ...............................................................................................................................................................524
62.* errors .................................................................................................................................................................................524
63.WX.YZ error messages ...............................................................................................................................................................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.WX.YZ error messages ...............................................................................................................................................................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.WX.YZ error messages ...............................................................................................................................................................704
67.* error messages................................................................................................................................................................704
67.0E.01 ...................................................................................................................................................................................704
67.04.02 ...................................................................................................................................................................................705
70.WX.YZ error messages ...............................................................................................................................................................706
70.* errors .................................................................................................................................................................................706
80.WX.YZ error messages ...............................................................................................................................................................706
80.* errors .................................................................................................................................................................................706
81.WX.YZ error messages ...............................................................................................................................................................707
81.* errors .................................................................................................................................................................................707
82.WX.YZ error messages ...............................................................................................................................................................708
82.* errors .................................................................................................................................................................................708
82.73.45 Disk Successfully cleaned .....................................................................................................................................708
82.73.46, 82.73.47 .................................................................................................................................................................708
90.WX.YZ error messages ...............................................................................................................................................................709
90.* errors .................................................................................................................................................................................709
98.WX.YZ error messages ...............................................................................................................................................................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.WX.YZ error messages ...............................................................................................................................................................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
99.00.04 Upgrade not performed timeout during receive ...............................................................................................713
99.00.05 Upgrade not performed timeout during receive ...............................................................................................714
99.00.09 Upgrade canceled by user ....................................................................................................................................714
99.00.10 Upgrade canceled by user ....................................................................................................................................714
99.00.11 Upgrade canceled by user ....................................................................................................................................714
99.00.12 Upgrade not performed the file is invalid ..........................................................................................................714
99.00.13 Upgrade not performed the file is invalid ..........................................................................................................715
99.00.14 Upgrade not performed the file is invalid ..........................................................................................................715
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
Index.............................................................................................................................................................................................................725
xi
1 Document last updated
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.
Web-based Go to: Product Detail page > Error Code ● Quick access to individual web-based
Look-up error code troubleshooting
Web-Base Go To: WISE default Search page > Enter ● Access to individual web-based error
[Product] and error code code troubleshooting
PDF [Product] - Control Panel Message ● Use when support portals are NOT
Document (CPMD) PDF accessible at time of service
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.
This section provides information on error codes and searching for information.
● 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.
11.WX.YZ Real-time clock Internal error with the clock on the formatter.
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.
45.WX.YZ OXPd/Web Kit (PageWide) Informational notifications involving the OXPd Web Kit
(communications log).
61.WX.YZ Engine (PageWide) Print engine error with the 8–bit data package.
81.WX.YZ Near Field Communication (NFC) Wireless, Bluetooth or internal EIO error.
90.WX.YZ Internal diagnostics Internal test of systems (i.e. disk, CPB, display) or
interconnection error.
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.
Accessing WISE
Learn how to access Web-based Interactive Search Engines (WISE) if you are an HP channel partner or an internal
HP user.
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 one of the Web-based Interactive Search Engines (WISE) URLs listed below.
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
EMEA
● https://support.hp.com/wise/home/emea-en
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).
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.
NOTE: Selecting the series item from the drop-down list is recommended for the most accurate search
return.
You will need the printer type (e.g. HP LaserJet), model number (e.g. M607), and bundle option (e.g. dn, dh, z).
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.
View a video of how to search for the printer's Product Detail Page (PDP)
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.
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.
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.
Use the following numerical error message troubleshooting to resolve your issue.
Order replacement supplies and install them as necessary. To order parts, go to https://www.hp.com/buy/parts.
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.
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.
b. If print quality is unacceptable, or if printing cannot continue, replace the transfer kit.
b. If print quality is unacceptable, or if printing cannot continue, replace the fuser kit.
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.
a. Open the document feeder top cover and inspect the rollers for obvious dirt or wear. Clean the rollers
if necessary.
10.00.03 or 10.00.05
Supply memory error
Supply memory errors may occur resulting in the device being down until the affected supplies can be replaced.
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.
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”.
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.
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.
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.
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.
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.
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.
b. If the connector is not installed correctly, open the rear cover and re-install the connector.
2. Replace the toner cartridge with the correct toner cartridge for the printer.
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.
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.
2. Order a new toner cartridge right away because a toner cartridge with a level of “Low” will be exhausted
soon.
2. Order a new toner cartridge right away because a toner cartridge with a level of “Low” will be exhausted
soon.
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.
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.
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.
3. Check the toner supply motor operation and the toner duct motor.
● Support Tools
● Service Tools
● Diagnostics
● Engine Diagnostics
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.
● Support Tools
● Service
● Service Tools
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: Avideo showing toner cartridge installation, including instructions on how to rock the
cartridge, is available on YouTube.
3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
2. If the error is a 10.00.93, check that the toner sealing tape was removed from the toner cartridge.
printer.
it
c. If the sealing tapes are still installed, pull them out of 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.
2. If the problem persists, open the front cover. Distribute toner evenly in the cartridge.
c. Shake the toner cartridge horizontally side to side to distribute the toner evenly inside the
cartridge.
● Support Tools
● Service
● Service Tools
e. After performing the reset, you must run the toner concentration initialization by selecting TC Init in
the same menu screen.
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.
3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
2. If the error is a 10.00.93, check that the toner sealing tape was removed from the toner cartridge.
printer.
it
c. If the sealing tapes are still installed, pull them out of 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.
2. If the problem persists, open the front cover. Distribute toner evenly in the cartridge.
c. Shake the toner cartridge horizontally side to side to distribute the toner evenly inside the
cartridge.
● Support Tools
● Service
● Service Tools
e. After performing the reset, you must run the toner concentration initialization by selecting TC Init in
the same menu screen.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
d. Remove the drum unit and check whether there are any foreign substances on the connector or the
port.
2. If the message remains, ensure the drum unit is the correct one for the printer, or try a new drum unit.
● Support Tools
● Service
● Service Tools
The CRUM information of drum unit is color, but this is a monochrome printer.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
d. Remove the drum unit and check whether there are any foreign substances on the connector or the
port.
2. If the drum unit is not a genuine HP supply, replace it with a new one.
● Support Tools
● Service
This error might cause a hard stop. You must check whether the drum unit in the printer is a genuine HP supply.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
2. If the drum unit is not a genuine HP supply, replace it with a new one.
● Support Tools
● Service
● Service Tools
The remaining lifespan of the drum unit is approaching 0%. The image quality might not be acceptable.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
d. Remove the drum unit and check whether there are any foreign substances on the connector or the
port.
● Support Tools
● Service
● Service Tools
The drum unit is past its usable life and needs to be replaced.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
d. Remove the drum unit and check whether there are any foreign substances on the connector or the
port.
● Support Tools
● Service
● Service Tools
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
● Support Tools
● Service
● Service Tools
The lifespan of the transfer roller (by page count) has expired (the remaining volume is 0%).
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
● Support Tools
● Service
● Service Tools
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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. 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.
● Support Tools
● Service
● Service Tools
b. Select Fuser.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
● Support Tools
● Service
● Service Tools
b. Select Fuser.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
NOTE: You need to replace the fuser, but the printer may continue to operate normally.
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.
● Support Tools
● Service
● Service Tools
b. Select Fuser.
● Support Tools
● Service
● Diagnostics
● Engine 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.
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.
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.
● Support Tools
● Service
● Diagnostics
● Engine 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.
● Support Tools
● Service
● Service Tools
c. Select Field Replaceable Unit, and then select Development Unit (Developer).
e. After performing the reset, you must run the toner concentration initialization by selecting TC Init in
the same menu screen.
● Support Tools
● Service
● Service Tools
c. Select Field Replaceable Unit, and then select Development Unit (Developer).
e. After performing the reset, you must run the toner concentration initialization by selecting TC Init in
the same menu screen.
Use the following general troubleshooting steps to try to resolve the problem.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.
2. If the error persists, remove and reinstall the formatter. Make sure it is fully seated.
More than 1000 unique error codes are possible. Use the following information to understand the jam code. Not
all codes apply to all printers.
13.* errors 57
Table 7-1 Potential values for W and X (continued)
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
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 5 IPTU bin full sensor 4
E Output or intermediate paper transport unit (IPTU) area F Multiple sensors or doors
13.* errors 59
Table 7-1 Potential values for W and X (continued)
0 Unknown 0 Unknown
Y Jam condition
0 Unknown
2 Staple jam
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.
When paper has not reached the fuser, Z represents the paper 1 Tray 1
source.
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)
When paper has entered the output bin, Z represents the 0 Unknown bin
output bin, numbered from top to bottom.
13.* errors 61
Table 7-3 Potential values for Z (source, fuser mode, or destination) (continued)
1. Follow the instructions on the control panel to clear the jam. Check for paper in all possible jam locations.
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.
7. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
For more information, refer to the printer User Guide or the HP LaserJet Print Media Guide.
● Make sure that the paper guides in the tray are adjusted correctly for the size of paper.
● 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.
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. Follow the instructions on the control panel to clear the jam. Check for paper in all possible jam locations.
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.
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.
4. Check the tray 3 pick-up and feed rollers for wear, damage, or paper dust. Clean rollers with a damp, lint free
cloth.
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. 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.
d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.
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
● Engine Diagnostics
d. If the sensor test fails, clean the sensor with a damp cotton swab and retest the sensor.
NOTE: If the feed sensor was dirty or contaminated, the 2 other sensors might be also and should be
cleaned.
e. If the sensor test fails again, check the wire harness between the tray 3 feed sensor and main board
PCA.
b. Check if the cable harness from the input unit to the main board PCA is connected correctly.
b. Check if the cable harness from the main motor to the main board PCA is connected correctly.
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
Recommended action for customers
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.
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. Open the right door. Remove any jammed paper from the area.
2. Open tray 3 and remove any jammed paper from the tray.
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.
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.
6. If pickup drop down functions correctly, check the tray 3 pickup jam detection sensor.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
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.
e. If the sensor test fails again, check the wire harness between the tray 3 feed sensor and main board
PCA.
b. Check if the cable harness from the input unit to the main board PCA is connected correctly.
b. Check if the cable harness from the main motor to the main board PCA is connected correctly.
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.
13.A3.D4 71
Figure 7-4 Open the 2,000-sheet HCI Feeder
Figure 7-9 Paper size guides in the 2,000-sheet HCI Feeder 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.
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.
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. 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.
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.
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.
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.
● Call-center agent: Dispatch a technician for onsite service and order the following part:
i. Support Tools
ii. Service
iv. Diagnostics
v. Engine Diagnostics
c. Trip the Tray 3 Feed Sensor (as shown in the image below) to ensure that it is functioning correctly.
d. If there is no paper, the status will be "Low," and if there is paper, the status will be "High."
NOTE: If the feed sensor is dirty or contaminated, the other two sensors might also be dirty and
should be cleaned.
e. If the sensor test fails, check the wire harness between the Tray 3 Feed Sensor and the main board
PCA.
f. If the Tray 3 Feed Sensor has been replaced and the sensor still does not function correctly, replace
the Main Board PCA.
If the rollers are dirty, clean them with a damp, lint-free cloth.
d. If the pickup/reverse/forward rollers are worn out or contaminated, replace the defective roller.
● JC93-00513A (DCF)
● JC90-01727A (HCI)
12. If the error persists and paper is found inside the printer engine, check the main 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.
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.
14. If the error persists, please contact the GBU with information, such as the JDP Log and Reports.
13.A3.D5
A paper jam occurred from tray 5.
The paper did not reach the tray 3 pickup feed jam sensor when printing from tray 5.
1. Check the location of the jammed paper (engine right door and/or tray 5).
2. Remove the jammed paper. Refer to the images below for each location.
13.A3.D5 85
Figure 7-28 Open the Dual-Cassette Department Feeder (DCF) Tray 5
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.
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.
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.
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. Check the location of the jammed paper (engine right door and/or tray 5).
2. Remove the jammed paper. Refer to the images below for each location.
4. Ensure that the stack of paper is not filled above the fill-mark.
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.
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.
● Call-center agent: Dispatch a technician for onsite service and order the following part:
i. Support Tools
ii. Service
iv. Diagnostics
v. Engine Diagnostics
c. Trip the Tray 3 Feed Sensor (as shown in the image below) to ensure that it is functioning correctly.
NOTE: If the feed sensor is dirty or contaminated, the other two sensors might also be dirty and
should be cleaned.
Figure 7-37 Example of a dust contaminated sensor
f. If the Tray 3 Feed Sensor has been replaced and the sensor still does not function correctly, replace
the Main Board PCA.
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.
c. Check the count of the rollers from the Service Mode menu.
d. If the pickup/reverse/forward rollers are worn out or contaminated, replace the defective roller.
12. If the error persists and paper is found inside the printer engine, check the main motor:
b. Check if the cable harness from the main motor to the main board PCA is connected correctly.
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.
14. If the error persists, please contact the GBU with information, such as the JDP Log and Reports.
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.
3. If the paper jam reoccurs, make note of the jam error code and then contact HP 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. Open the right door and remove any jammed paper from the area.
● 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
iv. Diagnostics
v. Engine Diagnostics
c. Trip the Tray 3 Feed Sensor (as shown in the image below) to ensure that it is functioning correctly.
d. If there is no paper, the status will be "Low," and if there is paper, the status will be "High."
NOTE: If the feed sensor is dirty or contaminated, the other two sensors might also be dirty and
should be cleaned.
e. If the sensor test fails, check the wire harness between the Tray 3 Feed Sensor and the main board
PCA.
f. If the Tray 3 Feed Sensor has been replaced and the sensor still does not function correctly, replace
the Main Board PCA.
5. If the error persists, please contact the GBU with information, such as the JDP Log and Reports.
13.A4.A4
A paper stay jam occurred from tray 4 of the dual cassette feeder (DCF).
The paper failed to leave the tray 4 pickup jam sensor when feeding from tray 4.
1. Open the dual cassette feeder (DCF) right cover. Remove any jammed paper from the area.
2. Open tray 4 and remove any jammed paper from the tray.
13.A4.A4 97
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 4 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp, lint
free cloth.
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. Open the dual cassette department feeder right cover. Remove any jammed paper from the area.
2. Open tray 4 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.
d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
c. Trip the tray 4 feed 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 tray 4 feed sensor and the sheet feeder
PCA.
f. If the tray 4 feed sensor has been replaced and the sensor still does not function correctly, replace the
sheet feeder PCA.
c. If the motor does not function correctly, check if the DCF feed motor wire harness is connected
correctly.
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.
8. Check the paper path between the DCF and the printer engine for obstructions or damage. Replace any
damaged parts using the service manual.
b. Check if the cable harness from the main motor to the main board PCA is connected correctly.
13.A4.A5
A paper stay jam occurred from tray 5 of the dual cassette feeder (DCF).
The paper failed to leave the tray 4 pickup jam detection sensor when feeding from tray 5.
1. Open the dual cassette feeder (DCF) right cover. Remove any jammed paper from the area.
2. Open tray 5 and remove any jammed paper from the tray.
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.
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. Open the dual cassette department feeder right cover. Remove any jammed paper from the area.
2. Open tray 5 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.
d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
c. Trip the tray 4 feed 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 tray 4 feed sensor and the sheet feeder
PCA.
f. If the tray 4 feed sensor has been replaced and the sensor still does not function correctly, replace the
sheet feeder PCA.
c. If the motor does not function correctly, check if the DCF feed motor wire harness is connected
correctly.
a. Open the lower right door and run test 101-0151, Tray 5 Feed Motor.
c. If the motor does not function correctly, check if the DCF feed motor wire harness is connected
correctly.
a. Run test 100-0400, Tray 5 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.
9. Check the paper path between the DCF and the printer engine for obstructions or damage. Replace any
damaged parts using the service manual.
b. Check if the cable harness from the main motor to the main board PCA is connected correctly.
13.A4.D4
A paper delay jam occurred from tray 4 of the dual cassette feeder (DCF).
The paper failed to reach the tray 4 pickup jam sensor when feeding from tray 4.
13.A4.D4 103
Recommended action for customers
1. Open the dual cassette feeder (DCF) right cover. Remove any jammed paper from the area.
2. Open tray 4 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 4 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp, lint
free cloth.
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. Open the dual cassette department feeder right cover. Remove any jammed paper from the area.
2. Open tray 4 and remove any jammed paper from the tray.
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.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
d. If the sensor test fails, check the wire harness between the tray 4 feed sensor and the sheet feeder
PCA.
f. If the tray 4 feed sensor has been replaced and the sensor still does not function correctly, replace the
sheet feeder PCA.
a. Open the lower right door and run test 101-0141, Tray 4 Feed Motor.
c. If the motor does not function correctly, check if the DCF feed motor wire harness is connected
correctly.
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.
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
A paper delay jam occurred from tray 5 of the dual cassette feeder (DCF).
The paper failed to reach the tray 4 pickup jam detection sensor when feeding from tray 5.
1. Open the dual cassette feeder (DCF) right cover. Remove any jammed paper from the area.
2. Open tray 5 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 5 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp, lint
free cloth.
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. Open the dual cassette department feeder right cover. Remove any jammed paper from the area.
2. Open tray 5 and remove any jammed paper from the tray.
13.A4.D5 107
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.
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.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
d. If the sensor test fails, check the wire harness between the tray 4 feed sensor and the sheet feeder
PCA.
f. If the tray 4 feed sensor has been replaced and the sensor still does not function correctly, replace the
sheet feeder PCA.
a. Open the lower right door and run test 101-0141, Tray 4 Feed Motor.
c. If the motor does not function correctly, check if the DCF feed motor wire harness is connected
correctly.
a. Open the lower right door and run test 101-0151, Tray 5 Feed Motor.
c. If the motor does not function correctly, check if the DCF feed motor wire harness is connected
correctly.
a. Run test 100-0400, Tray 5 Pickup Motor and listen for the pickup motor running.
9. Check the tray 5 pickup unit for obstructions or damaged parts, replace the DCF main frame pickup as
needed.
1. Open the dual cassette feeder (DCF) right cover. Remove any jammed paper from the area.
2. Open trays 4 and 5 and remove any jammed paper from the tray.
1. Open the dual cassette department feeder right cover. Remove any jammed paper from the area.
2. Open trays 4 and 5 and remove any jammed paper from the tray.
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. Open the dual cassette department feeder right cover. Remove any jammed paper from the area.
2. Open trays 4 and 5 and remove any jammed paper from the tray.
● Support Tools
● Service
● Service Tools
● Diagnostics
c. Trip the tray 4 feed 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 tray 4 feed sensor and the sheet feeder
PCA.
NOTE: Even if the sensor was previously part number 0604-001502, replace it with 0604-001381.
On the 0604-001381 part the connecting pins are covered (Callout 2).
13.A5.A5
A paper stay jam occurred from tray 5 of the dual cassette feeder (DCF).
The paper failed to leave the tray 5 pickup jam sensor when feeding from tray 5.
1. Open the dual cassette feeder (DCF) right cover. Remove any jammed paper from the area.
2. Open tray 5 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 5 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp, lint
free cloth.
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.
2. Open tray 5 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.
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.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
d. If the sensor test fails, check the wire harness between the tray 4 feed sensor and the sheet feeder
PCA.
f. If the tray 5 feed sensor has been replaced and the sensor still does not function correctly, replace the
sheet feeder PCA.
a. Open the lower right door and run test 101-0151, Tray 5 Feed Motor.
c. If the motor does not function correctly, check if the DCF feed motor wire harness is connected
correctly.
a. Run test 100-0400, Tray 5 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.
a. Open the lower right door and run test 101-0141, Tray 4 Feed Motor.
13.A5.D5
A paper delay jam occurred from tray 5 of the dual cassette feeder (DCF).
The paper failed to reach the tray 5 pickup jam sensor when feeding from tray 5.
1. Open the dual cassette feeder (DCF) right cover. Remove any jammed paper from the area.
2. Open tray 5 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 5 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp, lint
free cloth.
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. Open the dual cassette department feeder right cover. Remove any jammed paper from the area.
2. Open tray 5 and remove any jammed paper from the tray.
13.A5.D5 115
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.
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.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
d. If the sensor test fails, check the wire harness between the tray 4 feed sensor and the sheet feeder
PCA.
f. If the tray 5 feed sensor has been replaced and the sensor still does not function correctly, replace the
sheet feeder PCA.
a. Open the lower right door and run test 101-0151, Tray 5 Feed Motor.
c. If the motor does not function correctly, check if the DCF feed motor wire harness is connected
correctly.
a. Run test 100-0400, Tray 5 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.
8. Check the tray 5 pickup unit for obstructions or damaged parts, replace the DCF main frame pickup as
needed.
13.A7.A4
A paper stay jam occurred from tray 4.
The paper failed to leave the tray 4 pickup jam detection sensor when feeding from tray 4.
1. Check the location of the jammed paper (HCI/DCF or Engine right door, and HCI/DCF tray).
2. Remove the jammed paper. Refer to the images below for each location.
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.
4. Ensure that the paper in the tray is not filled above the fill-mark.
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.
7. Make sure the paper that is loaded in the tray matches the paper settings (size, type, weight) on the printer.
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. Check the location of the jammed paper (HCI/DCF or Engine right door, and HCI/DCF tray).
2. Remove the jammed paper. Refer to the images below for each location.
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.
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.
7. Make sure the paper that is loaded in the tray matches the paper settings (size, type, weight) on the printer.
● Call-center agent: Dispatch a technician for onsite service and order the following part:
9. Click the link below and follow the steps in the support document BEFORE you do any further
troubleshooting for this issue.
i. Support Tools
ii. Service
v. Engine Diagnostics
d. Trip the Tray 4 Feed Sensor (shown in the images below) to ensure that it is functioning correctly.
f. If the sensor test fails, check the wire harness between the Tray 4 Feed Sensor and the sheet feeder
PCA.
g. If the Tray 4 Feed Sensor has been replaced and the sensor still does not function correctly, replace
the DCF sheet feeder PCA.
● 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.
a. Open the lower right door and run test 101-0141, Tray 4 Feed Motor.
c. If the motor is not functioning correctly, check the DCF feed motor wire harness and make sure it is
connected properly.
● JC93-00513A (DCF)
16. If the error persists, please contact the GBU and include the JDP Log and reports.
13.A7.A5
A paper stay jam occurred from tray 5.
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).
2. Remove the jammed paper. Refer to the images below for each location.
13.A7.A5 131
Figure 7-70 Open the Dual-Cassette Department Feeder (DCF)
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.
5. Close the 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.
7. Make sure the paper that is loaded in the tray matches the paper settings (size, type, weight) on the printer.
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. Check the location of the jammed paper (DCF or Engine right door, and tray 5).
2. Remove the jammed paper. Refer to the images below for each location.
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.
5. Close the 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.
7. Make sure the paper that is loaded in the tray matches the paper settings (size, type, weight) on the printer.
● Call-center agent: Dispatch a technician for onsite service and order the following part:
i. Support Tools
ii. Service
iv. Diagnostics
v. Engine Diagnostics
d. Trip the Tray 5 Feed Sensor (shown in the images below) to ensure that it is functioning correctly.
e. If there is no paper, the sensor status will be "Low," and if there is paper, the status will be "High."
f. If the sensor test fails, check the wire harness between the Tray 5 Feed Sensor and the sheet feeder
PCA.
If the wire harness is good, replace the DCF Tray 5 Feed Sensor.
Tray 5 Feed Sensor part number: 0604-001381
g. If the Tray 5 Feed Sensor has been replaced and the sensor still does not function correctly, replace
the DCF sheet feeder PCA.
a. Open the lower right door and run test 101-0141, Tray 4 Feed Motor.
c. If the motor is not functioning correctly, check the DCF feed motor wire harness and make sure it is
connected properly.
11. Check the rollers and make sure they are hooked correctly. Jams can occur when the rollers are not hooked
correctly.
12. Check the roller count (life) in the Service Mode menu.
15. If the error persists, please contact the GBU and include the JDP Log and reports.
13.A7.D4
A paper jam occurred from tray 4.
The paper failed to reach the tray 4 feed sensor when feeding from tray 4.
1. Check the location of the jammed paper (HCI/DCF or Engine right door, and HCI/DCF tray).
2. Remove the jammed paper. Refer to the images below for each location.
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.
4. Ensure that the paper in the tray is not filled above the fill-mark.
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.
7. Make sure the paper that is loaded in the tray matches the paper settings (size, type, weight) on the printer.
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. Check the location of the jammed paper (HCI/DCF or Engine right door, and HCI/DCF tray).
2. Remove the jammed paper. Refer to the images below for each location.
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.
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.
7. Make sure the paper that is loaded in the tray matches the paper settings (size, type, weight) on the printer.
● Call-center agent: Dispatch a technician for onsite service and order the following part:
9. Click the link below and follow the steps in the support document BEFORE you do any further
troubleshooting for this issue.
i. Support Tools
ii. Service
iv. Diagnostics
v. Engine Diagnostics
d. Trip the Tray 4 Feed Sensor (shown in the images below) to ensure that it is functioning correctly.
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 DCF 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.
● 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.
● JC93-00513A (DCF)
a. Open the lower right door and run test 101-0141, Tray 4 Feed Motor.
c. If the motor is not functioning correctly, check the DCF feed motor wire harness and make sure it is
connected properly.
16. If the error persists, please contact the GBU and include the JDP Log.
13.A7.D5
A paper jam occurred from tray 5.
2. Remove the jammed paper. Refer to the images below for each location.
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.
5. Close the 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.
7. Make sure the paper that is loaded in the tray matches the paper settings (size, type, weight) on the printer.
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.
2. Remove the jammed paper. Refer to the images below for each location.
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.
5. Close the 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.
7. Make sure the paper that is loaded in the tray matches the paper settings (size, type, weight) on the printer.
● Call-center agent: Dispatch a technician for onsite service and order the following part:
i. Support Tools
ii. Service
iv. Diagnostics
v. Engine Diagnostics
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.
If the wire harness is good, replace the DCF Tray 5 Feed Sensor.
Tray 5 Feed Sensor part number: 0604-001381
f. If the Tray 5 Feed Sensor has been replaced and the sensor still does not function correctly, replace
the DCF sheet feeder PCA.
10. Check the rollers and make sure they are hooked correctly. Jams can occur when the rollers are not hooked
correctly.
a. Open the lower right door and run test 101-0141, Tray 4 Feed Motor.
c. If the motor is not functioning correctly, check the DCF feed motor wire harness and make sure it is
connected properly.
15. If the error persists, please contact the GBU and include the JDP Log.
The paper did not leave the tray 2 pickup jam sensor when printing from tray 1.
1. Open the right door. Remove any jammed paper from the area.
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.
5. Check the tray 1 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp, lint
free cloth.
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.
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
● Engine Diagnostics
Check sensor
d. If the sensor test fails, clean the registration sensor with a damp cotton swab and retest the sensor.
NOTE: If the feed sensor was dirty or contaminated, the 2 other sensors might be also and should be
cleaned.
e. If the sensor test fails again, check the wire harness between the feed sensor and the main board PCA.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
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.
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.
b. Check if the cable harness from the main motor to the main board PCA is connected correctly.
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.
NOTE: Verify the operation by opening the right door and observing the registration rollers turning.
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.
The paper did not leave the tray 2 pickup jam sensor when printing from tray 2.
1. Open the right door. Remove any jammed paper from the area.
2. Open tray 2 and remove any jammed paper from the tray.
4. Check the tray 2 pick-up and feed rollers for wear, damage, or paper dust. Clean rollers with a damp, lint free
cloth.
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. Open the right door. Remove any jammed paper from the area.
2. Open tray 2 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.
d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.
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 first pickup assembly.
6. If pickup drop down functions correctly, check the tray 2 pickup jam detection sensor.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
d. If the sensor test fails, clean the registration sensor with a damp cotton swab and retest the sensor.
NOTE: If the feed sensor was dirty or contaminated, the 2 other sensors might be also and should be
cleaned.
e. If the sensor test fails again, check the wire harness between the feed sensor and the main board PCA.
b. Check if the cable harness from the input unit to the main board PCA is connected correctly.
8. Check the tray 2 pickup unit for obstructions or damage, if needed replace the main frame pickup first.
b. Check if the cable harness from the main motor to the main board PCA is connected correctly.
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.
NOTE: Verify the operation by opening the right door and observing the registration rollers turning.
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.
The paper did not leave the tray 2 pickup jam sensor when printing from tray Z.
1. Open the right door. Remove any jammed paper from the area.
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. Open the right door. Remove any jammed paper from the area.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
c. Trip the feed sensor as shown in the following image to ensure that it is functioning correctly.
For instructions:
d. If the sensor test fails, clean the registration sensor with a damp cotton swab and retest the sensor.
NOTE: If the feed sensor was dirty or contaminated, the 2 other sensors might be also and should be
cleaned.
e. If the sensor test fails again, check the wire harness between the feed sensor and the main board PCA.
b. Check if the cable harness from the main motor to the main board PCA is connected correctly.
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.
NOTE: Verify the operation by opening the right door and observing the registration rollers turning.
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.
6. Check the right door assembly and transfer unit for obstructions or damaged parts, replace parts as need
using the service manual.
The paper did not reach the tray 2 pickup jam sensor when printing from tray 1.
1. Open the right door. Remove any jammed paper from the area.
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.
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.
2. 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.
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
● Diagnostics
● Engine Diagnostics
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.
NOTE: If the feed sensor was dirty or contaminated, the 2 other sensors might be also and should be
cleaned.
e. If the sensor test fails again, check the wire harness between the feed sensor and the main board PCA.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
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.
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.
b. Check if the cable harness from the main motor to the main board PCA is connected correctly.
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.
NOTE: Verify the operation by opening the right door and observing the registration rollers turning.
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.
The paper did not reach the tray 2 pickup jam sensor when printing from tray 2.
1. Open the right door. Remove any jammed paper from the area.
2. Open tray 2 and remove any jammed paper from the tray.
4. Check the tray 2 pick-up and feed rollers for wear, damage, or paper dust. Clean rollers with a damp, lint free
cloth.
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. Open the right door. Remove any jammed paper from the area.
2. Open tray 2 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.
d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.
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 first pickup assembly.
6. If pickup drop down functions correctly, check the tray 2 pickup jam detection sensor.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
d. If the sensor test fails, clean the sensor with a damp cotton swab and retest the sensor.
e. If the sensor test fails again, check the wire harness between the feed sensor and the main board PCA.
b. Check if the cable harness from the input unit to the main board PCA is connected correctly.
8. Check the tray 2 pickup unit for obstructions or damage, if needed replace the main frame pickup first.
b. Check if the cable harness from the main motor to the main board PCA is connected correctly.
NOTE: Verify the operation by opening the right door and observing the registration rollers turning.
NOTE: Verify the operation by opening the right door and observing the registration rollers turning.
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.
The paper did not leave the tray 2 pickup jam sensor when printing from tray Z.
1. Open the right door. Remove any jammed paper from the area.
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. Open the right door. Remove any jammed paper from the area.
● Support Tools
● Service Tools
● Diagnostics
● Engine Diagnostics
c. Trip the 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.
e. If the sensor test fails again, check the wire harness between the feed sensor and the main board PCA.
b. Check if the cable harness from the main motor to the main board PCA is connected correctly.
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.
NOTE: Verify the operation by opening the right door and observing the registration rollers turning.
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.
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.
1. Open the right door. Remove any jammed paper from the area.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
c. Trip the 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.
NOTE: If the feed sensor was dirty or contaminated, the 2 other sensors might be also and should be
cleaned.
e. If the sensor test fails again, check the wire harness between the feed sensor and the main board PCA.
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.
2. Remove the jammed paper. Refer to the images below for each location.
4. Ensure that the paper in the tray is not filled above the fill-mark.
5. Close the door and tray. The printer will attempt to feed the paper.
Check to see if a jam occurs again, and if it does, make note of the jam error code.
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.
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.
2. Remove the jammed paper. Refer to the images below for each location.
4. Ensure that the paper in the tray is not filled above the fill-mark.
5. Close the door and tray. The printer will attempt to feed the paper.
Check to see if a jam occurs again, and if it does, note the jam error code.
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.
● Call-center agent: Dispatch a technician for onsite service and order the following part:
i. Support Tools
ii. Service
iv. Diagnostics
v. Engine Diagnostics
c. Use a sheet of paper to trip the registration sensor (shown in the following image) to ensure that it is
functioning correctly.
If there is no paper, the status will be "Low," and if there is paper, the status will be "High."
NOTE: If the feed sensor is dirty or contaminated, the other two sensors might also be dirty and
should be cleaned.
d. If the sensor test failed, check the wire harness between the registration sensor and the main board
PCA.
f. If the registration sensor has been replaced but it still does not function correctly, replace the Main
Board PCA.
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.
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:
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. Make sure the
rollers are hooked correctly.
Tray 1 JC90-01125B
Tray 2 JC93-00511A
Tray 3 JC93-01441A
JC90-01727A (HCI)
15. If the error persists, contact the GBU and include the JDP Log.
The paper did not reach the registration jam detect sensor when printing from tray 1 (MP tray).
1. Open the right door. Remove any jammed paper from the area.
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.
5. Check the tray 1 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp, lint
free cloth.
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.
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
● Engine Diagnostics
Check sensor
d. If the sensor test fails, clean the registration sensor with a damp cotton swab and retest the sensor.
NOTE: If the feed sensor was dirty or contaminated, the 2 other sensors might be also and should be
cleaned.
e. If the sensor test fails again, check the wire harness between the feed sensor and the main board PCA.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
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.
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.
b. Check if the cable harness from the main motor to the main board PCA is connected correctly.
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.
NOTE: Verify the operation by opening the right door and observing the registration rollers turning.
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.
The paper did not reach the registration jam detect sensor when printing from tray 2.
1. Open the right door. Remove any jammed paper from the area.
2. Open tray 2 and remove any jammed paper from the tray.
4. Check the tray 2 pick-up and feed rollers for wear, damage, or paper dust. Clean rollers with a damp, lint free
cloth.
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. Open the right door. Remove any jammed paper from the area.
2. Open tray 2 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.
d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.
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 first pickup.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
d. If the sensor test fails, check the wire harness between the sensor and the main board PCA.
b. Check if the cable harness from the input unit to the main board PCA is connected correctly.
8. Check the tray 2 pickup unit for obstructions or damage, if needed replace the main frame pickup first
assembly.
b. Check if the cable harness from the main motor to the main board PCA is connected correctly.
NOTE: Verify the operation by opening the right door and observing the registration rollers turning.
NOTE: Verify the operation by opening the right door and observing the registration rollers turning.
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.
The paper did not reach the registration jam detect sensor when printing from tray Z.
1. Open the right door. Remove any jammed paper from the area.
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. Open the right side cover. Remove any jammed paper found.
2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.
● Support Tools
● Service Tools
● Diagnostics
● Engine Diagnostics
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.
b. Check if the cable harness from the main motor to the main board PCA is connected correctly.
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.
NOTE: Verify the operation by opening the right door and observing the registration rollers turning.
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.
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.
13.B2.DD 211
Figure 7-152 Check for jams
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.
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.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
d. Trip the sensor as shown in the following image to ensure that it is functioning correctly.
b. Check if the cable harness from the main motor to the main board PCA is connected correctly.
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.
NOTE: Verify the operation by opening the right door and observing the registration rollers turning.
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.
● Support Tools
● Service
● Diagnostics
● Engine Diagnostics
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.
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
Recommended action for customers
1. Open the right door and remove any jammed paper from the area.
2. Print a test job to see if the jam reoccurs. If so, make note of the jam error code.
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.
1. Open the right door and remove any jammed paper from the area.
● 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
iv. Diagnostics
v. Engine Diagnostics
c. Use a sheet of paper to trip the registration sensor (shown in the following image) to ensure that it is
functioning correctly.
If there is no paper, the status will be "Low," and if there is paper, the status will be "High."
NOTE: If the feed sensor is dirty or contaminated, the other two sensors might also be dirty and
should be cleaned.
d. If the sensor test failed, check the wire harness between the registration sensor and the main board
PCA.
f. If the registration sensor has been replaced but it still does not function correctly, replace the Main
Board PCA.
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.Dz 219
● 13.B4.DD: Delay jam when printing from the duplexer
2. Remove the jammed paper. Refer to the images below for each location.
4. Ensure that the paper in the tray is not filled above the fill-mark.
5. Close the door and tray. The printer will attempt to feed the paper.
Check to see if a jam occurs again, and if it does, make note of the jam error code.
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.
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.
2. Remove the jammed paper. Refer to the images below for each location.
4. Ensure that the paper in the tray is not filled above the fill-mark.
5. Close the door and tray. The printer will attempt to feed the paper.
Check to see if a jam occurs again, and if it does, make note of the jam error code.
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.
● 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.
b. If the actuator is damaged or the sensor does not function correctly, replace the right side duplex
cover.
a. Open the lower right door and run test 100-0411, Registration Motor.
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.
For instructions: Removal and replacement: MP registration drive (see the Service Manual for the
printer).
NOTE: Verify the operation by opening the right door and observing the registration rollers turning.
b. Check the cable harness from the clutch to the main board PCA and make sure it is connected
properly.
● For instructions: Removal and replacement: Main drive (see the Service Manual for the printer)
i. Support Tools
ii. Service
iv. Diagnostics
v. Engine 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.
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:
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.
15. If the error persists, contact the GBU and provide the JDP Log and reports.
1. Open the right door and remove any jammed paper found.
2. Check for, and remove, any obstruction or jammed paper inside the printer.
a. Ensure that the sensor actuator 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, make note of the jam error code and then contact HP 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. 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 and ensure that it moves freely and is not damaged.
● Call-center agent: Make note of the jam event code. Then dispatch a technician for onsite service and
order the following part:
b. If the actuator is damaged or the sensor does not function correctly, replace the right side duplex
cover.
NOTE: This is an important step as lowering the door too far during service can loosen the connector.
8. If the error persists, contact the GBU with information, such as the JDP Log and Reports.
The jam occurs because the rear of the paper fails to exit the fuser exit sensor.
● 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
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. Use the green tab on the left side of the fuser to open the fuser access door.
4. Behind the open fuser access door, check for, and remove, any jammed or wrapped media.
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. Open the right door and remove any jammed paper found.
2. Check for, and remove, any obstruction or jammed paper inside the printer.
3. Use the green tab on the left side of the fuser to open the fuser access door.
4. Behind the open fuser access door, check for, and remove, any jammed or wrapped media.
● Call-center agent: Dispatch a technician for onsite service and order the following part:
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
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
Sensor part number: 0604-001393
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.
d. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.
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.
The paper failed to reach the fuser exit sensor in the required time.
Z = Fuser mode
● 13.B9.DD: Fuser delivery delay jam when printing from the duplexer
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. Use the green tab on the left side of the fuser to open the fuser access door.
4. Behind the open fuser access door, check for, and remove, any jammed or wrapped media.
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.
2. Check for, and remove, any obstruction or jammed paper inside the printer.
3. Use the green tab on the left side of the fuser to open the fuser access door.
4. Behind the open fuser access door, check for, and remove, any jammed or wrapped media.
● Call-center agent: Dispatch a technician for onsite service and order the following part:
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
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
Sensor part number: 0604-001393
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.
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.
A jam occurs when paper is detected at the fuser exit sensor during warming up.
1. Open the right door and remove any jammed paper found.
2. Check for, and remove, any obstruction or jammed paper inside the printer.
4. Behind the open fuser access door, check for, and remove, any jammed or wrapped media.
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.
1. Open the right door and remove any jammed paper found.
2. Check for, and remove, any obstruction or jammed paper inside the printer.
4. Behind the open fuser access door, check for, and remove, any jammed or wrapped media.
● Call-center agent: Dispatch a technician for onsite service and order the following part:
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
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
Sensor part number: 0604-001393
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.
d. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.
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.
Z = Fuser mode
1. Open the right door and tray and remove any jammed paper found. Refer to the images below for each
location.
6. 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.
8. Make sure the paper that is loaded in the tray matches the paper settings (size, type, weight) on the printer.
9. 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.
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.
1. Open the right door and tray and remove any jammed paper found. Refer to the images below for each
location.
6. 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.
8. Make sure the paper that is loaded in the tray matches the paper settings (size, type, weight) on the printer.
9. 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.
● Call-center agent: Dispatch a technician for onsite service and order the following part:
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
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
NOTE: To run this test, the right door sensor might need to be tripped.
b. With the duplex path open, observe the duplex drive belt to ensure the motor is functioning correctly.
c. If the motor test fails, check the wire harness on the duplex drive.
13. If the error persists, please contact the GBU with information such as the JDP Log and Reports.
A jam occurs because the front of the paper fails to reach the duplex 1 sensor.
Z = Fuser mode
1. Open the right door and tray and remove any jammed paper found. Refer to the images below for each
location.
4. 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.
6. 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.
8. Make sure the paper that is loaded in the tray matches the paper settings (size, type, weight) on the printer.
9. 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.
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.
1. Open the right door and tray and remove any jammed paper found. Refer to the images below for each
location.
4. 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.
6. 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.
8. Make sure the paper that is loaded in the tray matches the paper settings (size, type, weight) on the printer.
9. 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.
● Call-center agent: Dispatch a technician for onsite service and order the following part:
● Support Tools
● Service
● Service Tools
● Engine Diagnostics
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
Sensor part number: 0604-001393
NOTE: To run this test, the right door sensor might need to be tripped.
b. With the duplex path open, observe the duplex drive belt to ensure the motor is functioning correctly.
c. If the motor test fails, check the wire harness on the duplex drive.
b. If the test fails, check the harness connection between the motor and the main board PCA.
14. If the error persists, please contact the GBU with information such as the JDP Log and Reports.
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.
3. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
c. If the sensor operation is normal, skip to the step for testing the duplex motor.
d. If the sensor does not work, check the wire harness connection between the fuser exit sensor and the
main board.
e. If the wire harness connection is OK, replace the duplex sensor or actuator as needed.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
d. If the sensor test fails, check the wire harness on the duplex drive.
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.
1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and then close
the door.
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.
1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and then close
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.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
d. Retest the sensor. If the sensor does not function correctly, replace the sensor.
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.
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.
13.E1.Dz 267
Recommended action for customers
1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and then close
the door.
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
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.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
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.
13.E1.FF
Paper detected at the IPTU entrance sensor when initialized.
1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and then close
the door.
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.
1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and then close
the door.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
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.
13.E2.FF
Paper detected at the IPTU middle sensor when initialized.
1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and then close
the door.
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.
1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and then close
the door.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
c. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness to
the sensor and IPTU PCA.
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.
2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.
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. Open the right side cover. Remove any jammed paper found.
2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
d. Check if the return sensor actuator is broken or deformed. If necessary, reassemble or replace it.
13.E7.Az 275
Actuator lever part number: JC66-02218A
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.
a. Run test 109-0030, Fuser Motor Forward. If the motor functions correctly, skip to the step for testing
the output 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.
d. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.
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.
2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.
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. Open the right side cover. Remove any jammed paper found.
2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
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.
a. Run test 109-0030, Fuser Motor Forward. If the motor functions correctly, skip to the step for testing
the output 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.
d. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.
● 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)
1. Open the finisher and check for any jammed paper or obstructions, and remove them.
b. Use the release lever to slide the inner finisher away from the printer.
e. Close the covers and slide the inner finisher into place.
2. If the error persists, turn the printer off, and then on.
d. Open the finisher front cover and inner jams access cover.
3. If the error persists, turn the printer off, and then on.
Inner finisher: Recommended action for call-center agents and onsite technicians
1. Open the finisher and check for any jammed paper or obstructions, and remove them.
b. Use the release lever to slide the inner finisher away from the printer.
Inner finisher: Recommended action for call-center agents and onsite technicians 283
d. Inspect the areas for paper jams or obstructions.
e. Close the covers and slide the inner finisher into place.
h. Close the covers and slide the inner finisher back into printer.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
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.
Inner finisher: Recommended action for call-center agents and onsite technicians 285
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
c. Check for jams in the indicated area.
d. Open the finisher front cover and inner jams access cover.
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.
Check for a foreign substance, a deformed shape, or paper path obstructions that can cause this error.
● Support Tools
Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 289
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
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.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)
1. Open the finisher and check for any jammed paper or obstructions, and remove them.
e. Close the covers and slide the inner finisher into place.
2. If the error persists, turn the printer off, and then on.
d. Open the finisher front cover and inner jams access cover.
3. If the error persists, turn the printer off, and then on.
Inner finisher: Recommended action for call-center agents and onsite technicians
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. Open the finisher and check for any jammed paper or obstructions, and remove them.
b. Use the release lever to slide the inner finisher away from the printer.
Inner finisher: Recommended action for call-center agents and onsite technicians 295
c. Open the right and upper jam covers.
e. Close the covers and slide the inner finisher into place.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the finisher
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.
a. Disconnect and reconnect both ends of the wire harness from the input sensor to the finisher PCA.
Inner finisher: Recommended action for call-center agents and onsite technicians 297
For instructions: See the Repair Service Manual for this product.
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
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.
Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 299
d. Open the finisher front cover and inner jams access cover.
4. Check the paper path from the bridge exit sensor to the finisher entrance sensor. Take a very close look at
where the paper leading edge stopped.
Check for a foreign substance, a deformed shape, or paper path obstructions that can cause this error.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
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.
Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 301
d. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to the finisher
PCA.
13.60.FF
The entrance sensor detects paper when the finisher starts.
1. Open the finisher and check for any jammed paper or obstructions, and remove them.
b. Use the release lever to slide the inner finisher away from the printer.
g. Close the covers and slide the inner finisher into place.
2. If the error persists, turn the printer off, and then on.
d. Open the finisher front cover and inner jams access cover.
3. If the error persists, turn the printer off, and then on.
Inner finisher: Recommended action for call-center agents and onsite technicians
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. Open the finisher and check for any jammed paper or obstructions, and remove them.
b. Use the release lever to slide the inner finisher away from the printer.
Inner finisher: Recommended action for call-center agents and onsite technicians 307
d. Inspect the areas for paper jams or obstructions.
e. Close the covers and slide the inner finisher into place.
h. Close the covers and slide the inner finisher back into the printer.
b. Using code 113-0350, run the diagnostic test for the entrance sensor: Support Tools> > Service> >
Service Tools> > Diagnostics> > Engine Diagnostics> > Engine Test Routines
d. Disconnect and reconnect both ends of the wire harness from the input sensor to the finisher PCA.
4. 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 309
b. Check for paper jams or obstructions.
d. Open the finisher front cover and inner jams access cover.
Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 311
4. If the error persists, check the finisher entrance sensor (S12).
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
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.
e. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to the finisher
PCA.
13.63.A1
Paper stay jam. The paper failed to exit the pass-through/exit sensor.
b. Use the release lever to slide the inner finisher away from the printer.
13.63.A1 313
c. Open the right and upper jam covers.
g. Close the covers and slide the inner finisher into place.
2. If the error persists, turn the printer off, and then on.
1. Open the finisher and check for any jammed paper or obstructions, and remove them.
e. Close the covers and slide the inner finisher into place.
h. Close the covers and slide the inner finisher back into the 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.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
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.
5. If all other troubleshooting has been performed and the error persists, replace the inner finisher PCA.
13.63.AZ
Paper stay jam. The paper failed to exit the pass through/exit sensor.
1. Open the finisher and check for any jammed paper or obstructions, and remove them.
b. Use the release lever to slide the inner finisher away from the printer.
13.63.AZ 319
c. Open the right and upper jam covers.
g. Close the covers and slide the inner finisher into place.
2. If the error persists, turn the printer off, and then on.
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. Open the finisher and check for any jammed paper or obstructions, and remove them.
e. Close the covers and slide the inner finisher into place.
a. Disconnect and reconnect both ends of the wire harness from the input sensor to the finisher PCA.
b. Disconnect and reconnect both ends of the wire harness from the exit sensor to the finisher PCA.
5. If all other troubleshooting has been performed and the error persists, replace the inner finisher PCA.
13.63.DZ
Paper delay jam. The paper fed to the finisher fails to reach the finisher pass-through sensor.
1. Open the finisher and check for any jammed paper or obstructions, and remove them.
g. Close the covers and slide the inner finisher into place.
2. If the error persists, turn the printer off, and then on.
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. Open the finisher and check for any jammed paper or obstructions, and remove them.
b. Use the release lever to slide the inner finisher away from the printer.
e. Close the covers and slide the inner finisher into place.
h. Close the covers and slide the inner finisher back into the printer.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
d. Disconnect and reconnect both ends of the wire harness from the input sensor to the finisher PCA.
4. If all other troubleshooting has been performed and the error persists, replace the inner finisher PCA.
13.63.F0
The pass-through/exit sensor detects paper when the finisher initializes.
1. Open the finisher and check for any jammed paper or obstructions, and remove them.
13.63.F0 329
a. Open the finisher door.
b. Use the release lever to slide the inner finisher away from the printer.
g. Close the covers and slide the inner finisher into place.
2. If the error persists, turn the printer off, and then on.
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. Open the finisher and check for any jammed paper or obstructions, and remove them.
b. Use the release lever to slide the inner finisher away from the printer.
e. Close the covers and slide the inner finisher into place.
h. Close the covers and slide the inner finisher back into the printer.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
4. If all other troubleshooting has been performed and the error persists, replace the inner finisher PCA.
13.84.D1
The paper failed to reach the top tray exit sensor of the finisher.
13.84.D1 335
c. Check for jams in the indicated area.
d. Open the finisher front cover and inner jams access cover.
2. If the error persists, turn the printer off, and then on.
3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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.
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
where the paper leading edge stopped.
Check for a foreign substance, a deformed shape, or paper path obstructions that can cause this error.
a. Ensure the actuator flag moves freely and is not sticking. Clean the actuator as needed.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
d. Push the top exit sensor actuator to check the reading value changes.
13.84.D2
The paper failed to reach the main output tray exit sensor.
d. Open the finisher front cover and inner jams access cover.
2. If the error persists, turn the printer off, and then on.
3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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.
3. Check the paper path from the finisher entrance sensor to the main exit sensor. Take a very close look at
where the paper leading edge stopped.
Check for a foreign substance, a deformed shape, or paper path obstructions that can cause this error.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
d. 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.
13.84.F0
Paper is detected at the exit sensor when the finisher is initializing.
13.84.F0 345
a. Open the finisher top cover.
2. If the error persists, turn the printer off, and then on.
3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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.
d. Open the finisher front cover and inner jams access cover.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
d. 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.
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.
c. Open the booklet entrance jam access door and check for paper or obstructions.
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.
d. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker out.
a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker out.
a. Ensure the actuator flag moves freely and is not sticking. Clean the actuator as needed.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
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.
13.90.D3
Paper did not reach the booklet unit entrance sensor in the specified time limit.
a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker out.
c. Open the booklet entrance jam access door and check for paper or obstructions.
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.
d. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker out.
c. Open the booklet entrance jam access door and check for paper or obstructions.
Check for a foreign substance, a deformed shape, or paper path obstructions that can cause this error.
● Support Tools
● Service
● Service Tools
● Diagnostics
d. 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.
e. Retest the sensor. If the sensor does not function correctly, replace the sensor.
b. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness to
the motor and booklet PCA.
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.
NOTE: Use the paper roller knobs to move paper for easier access.
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.
d. Open the finisher front cover, then open the jam clearance guide to the right of the stapler.
NOTE: Use the paper roller knobs to move paper for easier access.
2. If the error persists, check to ensure the finisher diverter is functioning correctly.
c. Locate the diverter and check it by pushing down and releasing it.
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
NOTE: Use the paper roller knobs to move paper for easier access.
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.
d. Open the finisher front cover, then open the jam clearance guide to the right of the stapler.
NOTE: Use the paper roller knobs to move paper for easier access.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
d. 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.
4. If the error persists, power off, and disconnect / reconnect the wire harness CN4 of the finisher PCA. And
then power on.
a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker out.
d. Open the upper jam access door and clear any jams.
e. Open the lower jam access door and remove any paper.
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.
a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker out.
d. Open the upper jam access door and clear any jams.
e. Open the lower jam access door and remove any paper.
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.
Check for a foreign substance, a deformed shape, or paper path obstructions that can cause this error.
NOTE: Ensure that the buffer sensor S13 is clear of any debris and moves freely.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
d. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness to
the motor and booklet PCA.
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.
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.
NOTE: Use the paper roller knobs to move paper for easier access.
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.
d. Open the finisher front cover, then open the jam clearance guide to the right of the stapler.
NOTE: Use the paper roller knobs to move paper for easier access.
2. If the error persists, check to ensure the finisher diverter is functioning correctly.
c. Locate the diverter and check it by pushing down and releasing it.
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.
2. If the error persists, turn the printer off, and then on.
3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
d. Open the finisher front cover and inner jams access cover.
2. If the error persists, turn the printer off, and then on.
Check for a foreign substance, a deformed shape, or paper path obstructions that can cause this error.
a. Using code 113-2100, run the diagnostic test for the sensor:
● Support Tools
● Service Tools
● Diagnostics
● Engine Diagnostics
d. Put paper in and out of the following area test the sensor and see if the value changes.
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.
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 feed motor.
Recommended action
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.
Recommended action
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.
1. Calibrate the scanner. Open these menus: Device Maintenance > Calibrate-Cleaning > Calibrate Scanner.
3. Perform the tests for scanner diagnostics. Open these menus: Administration > Troubleshooting >
Diagnostic Tests > Scanner Tests.
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.
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.
4. Open the automatic document feeder and verify the LED scan bar moves while opening.
● Support Tools
● Service Tools
● Diagnostics
● Scanner Diagnostics
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.
3. Check all connections between the formatter and main board PCA.
5. If the error persists, collect all diagnostic files and elevate the case to the GBU using your Standard Support
Process
c. Select Troubleshooting.
d. Select Generate debug data and then touch Start. (This step takes approximately 1 minute.)
30.01.41 395
i. Select Save.
NOTE: If the file size is smaller than 10Mb then correct log has not been captured.
c. Check if the connector on the scan joint board is connected correctly (CN6).
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.
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.
Recommended action
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.
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.
5. Calibrate the scanner. Open these menus: Device Maintenance > Calibrate-Cleaning > Calibrate Scanner.
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.
● 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.
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. 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.
4. Check if there is any problem in the operating parts including the motor.
● Support Tools
● Service
● Diagnostics
● Scanner Diagnostics
● 31.03.40 The pickup roller does not function correctly when a page is placed on the scanner.
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.
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. Open the document feeder and remove any jammed paper, then close the cover and check whether it
operates again.
3. Close the door and then check whether the problem occurs again.
4. Check if there is any problem in the operating parts including the motor.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Scanner Diagnostics
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.
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. 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.
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.
b. Select Options.
NOTE: This will turn off the multi-feed detection for the current job only.
1. Open the document feeder top cover and remove any jammed paper, then close the cover and check
whether it operates again.
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.
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.
b. Select Options.
NOTE: This will turn off the multi-feed detection for the current job only.
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.
1. Open the document feeder top cover and remove any jammed paper, then close the cover and check
whether it operates again.
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.
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.
b. Select Options.
NOTE: This will turn off the multi-feed detection for the current job only.
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.
3
2
For instructions: See the Repair Service Manual for this product.
For instructions: See the Repair Service Manual for this product.
9. If the error persists, inspect the ADF separation roller and ADF pickup roller life.
● Support Tools
● Service
● Service Tools
● Information
b. Check if the count number is about to reach at maximum life. This value is described as cycle count.
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.
For instructions: See the Repair Service Manual for this product.
For instructions: See the Repair Service Manual for this product.
31.13.01
The stacker lifting operation does not function correctly at the start of or 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.
31.13.01 409
3. Close the door and then check whether the problem occurs again.
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. 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.
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.
5. Check cable from automatic document feeder PCA to Scan Joint board for continuity. If bad replace the
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
● Scanner 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.
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.
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.
31.13.02 411
● E78223-E78230 dn models only
● E78223-E78230 dnmodelsonly
1. Open and then close the top door of the scanner and check whether the problem occurs again.
c. Check if the spring is deformed. If the spring is defective, replace the spring.
c. Use the sensor test to check the correct operation of the sensor.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Scanner Diagnostics
ii. Run test 06–0020, Document Cover Open Sensor and 06–0060, Document Simplex Registration
Sensor.
4. Check the scan sensor and scan actuator. If their operation is abnormal, replace the defective part.
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
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. Open the document feeder and remove any jammed paper, then close the cover and check whether it
operates again.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Scanner Diagnostics
b. If the sensor does not function correctly, replace the document feeder open cover.
b. If the sensor is defective, replace the document feeder contact image sensor.
GX scanner recommended action for call-center agents and onsite technicians 415
z bundles: See the Repair Service Manual for this product.
5. If this error occurs continually, check the document feeder scan in sensor.
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.
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.
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 automatic document feeder and placing the paper on the ADF tray again,
close the door and check whether the problem occurs again.
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
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
3. If this error occurs continually, check the registration sensor and registration actuator.
a. Push and release the registration actuator, check that the actuator returns to its original position.
c. Use the sensor test to check the correct operation of the sensor.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Scanner 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.
LX scanner recommended action for call-center agents and onsite technicians 419
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.
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. Open the document feeder and remove any jammed paper, then close the cover and check whether it
operates again.
● Support Tools
● Service
● Diagnostics
● Scanner Diagnostics
b. If the sensor does not function correctly replace the document feeder open cover.
GX scanner recommended action for call-center agents and onsite technicians 421
4. If this error occurs continually, check the duplex registration sensor.
b. If the sensor is defective, replace the document feeder contact image sensor.
5. If this error occurs continually, check the document feeder scan in sensor.
b. If the sensor is defective, replace the document feeder scan out assembly.
31.13.04
Jam in the automatic document feeder.
31.13.04 423
Recommended action for customers
1. Open and 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.
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.
1. Open and then close the top door of the scanner and check whether the problem occurs again.
2. Open the document feeder cover. If there is jammed paper, remove it.
3. If this error occurs continually, check the registration sensor and registration actuator.
c. Use the sensor test to check the correct operation of the sensor.
● Service
● Service Tools
● Diagnostics
● Scanner Diagnostics
ii. Run test 06–0020, Document Cover Open Sensor and 06–0060, Document Simplex Registration
Sensor.
4. Check the scan sensor and scan actuator. If their operation is abnormal, replace the defective part.
b. If the sensor does not function correctly replace the scan in assembly.
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. Open the document feeder and remove any jammed paper, then close the cover and check whether it
operates again.
GX scanner recommended action for call-center agents and onsite technicians 425
a. Open the following menus:
● Support Tools
● Service
● Service Tools
● Diagnostics
● Scanner Diagnostics
c. If the sensor does not function correctly replace the document feeder open cover.
b. If the sensor is defective, replace the document feeder contact image sensor.
5. 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.
GX scanner recommended action for call-center agents and onsite technicians 427
● Feed motor - test 05–0110 and 05–0111
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.
1. Open and 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.
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
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 ".
1. Open the document feeder cover. If there is jammed paper, remove it.
c. Use the sensor test to check the correct operation of the sensor.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Scanner Diagnostics
ii. Run test 06–0020, Document Cover Open Sensor and 06–0060, Document Simplex Registration
Sensor.
3. If the registration sensor is OK, check the scan 2 sensor and the exit sensor.
LX scanner recommended action for call-center agents and onsite technicians 429
a. Run test 05-0071 Scan 2 sensor and 05–0080 Exit sensor.
b. If the scan 2 sensor fails, replace the automatic document feeder (ADF).
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. Open the document feeder and remove any jammed paper, then close the cover and check whether it
operates again.
2. If this error occurs continually, check the document feeder scan out sensor.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Scanner Diagnostics
c. If the sensor is defective, replace the document feeder scan out assembly.
Recommended action
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.
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.
Recommended action
1. Verify the credentials that were submitted.
There was an error during the creation, read, or write of the restore file.
Recommended action
▲ Retry the job.
There was an error during the creation, read, or write of the backup file.
Recommended action
1. Retry the job.
4. Check the network share or try setting up a new shared network drive or folder.
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.
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.
3. If the error persists, perform a partition clean from the Preboot menu.
Recommended action
▲ Reboot, and then retry the backup/restore.
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.
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.
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
▲ No action necessary.
32.1C.41
The backup operation encountered an error (informational).
Recommended action
▲ No action necessary.
32.1C.42
The backup operation completed, but with a warning message (informational).
Recommended action
▲ No action necessary.
Recommended action
▲ No action necessary.
32.1C.44
A component in the backup file is not transferable to another printer and will not be restored (informational).
Recommended action
▲ No action necessary.
32.1C.45
Some data was not included in the backup file (informational).
Recommended action
▲ No action necessary.
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
▲ No action necessary.
32.1C.47
Some data was not restored from the backup file (informational).
Recommended action
▲ No action necessary.
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.
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
▲ No action necessary.
32.1C.57
Reset aborted (informational).
Recommended action
▲ No action necessary.
32.1C.58
Unknown reset error (informational).
Recommended action
▲ No action necessary.
32.1C.60
The restore operation completed successfully (informational).
Recommended action
▲ No action necessary.
32.1C.61
The restore operation encountered an error.
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.
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
Use the following general troubleshooting steps to try to resolve the problem.
33.01.xx
A save or restore process has occurred.
Recommended action
▲ No action necessary.
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
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.
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
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.
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).
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.
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.
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.
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.
11. If the error persists, elevate the case using the Standard Support Process.
The newly downloaded firmware failed to cryptographically validate the BIOS 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.
NOTE: For more information on SureStart, go to: HP SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual (Doc ID: c04863614).
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.
The intrusion detection memory process determined an unauthorized change in system memory.
3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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.
The intrusion detection memory process determined an unauthorized change in system memory.
3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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.
Recommended action
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.
Recommended action
1. Touch the OK button to print the transferred data (some data might be lost).
Recommended action
1. Touch the OK button to print the transferred data (some data might be lost).
Recommended action
▲ Touch the OK button to print the transferred data (some data might be lost).
Recommended action
1. Touch the OK button to clear the error message and continue printing.
Recommended action
1. Touch the OK button to clear the error message (data will be lost).
x = 0 or 1; information code.
Recommended action
▲ No action necessary.
x = 1, 2, 3, 5, or 6; information code.
Recommended action
▲ No action necessary.
Recommended action
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. 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.
Y = Type, Z = Tray
● Z = 1: Source is tray 1.
● Z = 3: Source is tray 3.
● Z = 4: Source is tray 4.
● Z = 5: Source is tray 5.
● Z = 6: Source is tray 6.
2. 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.
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
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.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
● 102–0041, Transfer Assembly Paper Size Read (Tray 2 paper size detection).
● 41.03.F0
● 41.03.F1
● 41.03.F2
● 41.03.F3
● 41.03.F5
● 41.03.FD
2. 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.
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.
2. 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 if the failing tray sensor fingers are damaged or seated correctly. Reseat or replace the sensor
assembly as needed.
● Support Tools
● Service
● Service Tools
● Diagnostics
● 102–0041, Transfer Assembly Paper Size Read (Tray 2 paper size detection).
1. Turn the printer off, and then on. Retry the job.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
1. Turn the printer off, and then on. Retry the job.
2. 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.
42.B0.01
Missing string in firmware error.
Recommended action
1. Turn the printer off, and then on.
3. If the error persists, elevate the case using the Standard Support Process.
Recommended action
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.
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.
3. Turn the printer off, and then on. Retry the job.
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.
Recommended action
1. No action necessary. This error message should automatically clear.
b. Wait until all the digital send jobs have been processed.
c. Turn the printer off, and then on. Retry the job.
Recommended action
1. Try to send the job again.
Recommended action
2. Wait until all the digital send jobs have been processed.
3. Turn the printer off, and then on and retry the job.
Recommended action
1. Try to send the job again.
Recommended action
1. Try to send the job again.
Recommended action
1. Try to send the job again.
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.
Recommended action
1. Try to send the job again.
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.
The attachment filename already exists at the destination, and the fail-on-filename-collisions flag is set. This file
will not be sent.
2. If the issue persists, use a unique filename or disable the fail-on-filename-collisions flag.
Recommended action
1. Try to send the job again.
XX =
● 01 – RTF File
● 03 – CSV File
● 04 – HTML File
● 05 – XML File
● 06 – XPS File
● 07 – PDF File
Recommended action
1. Try to send the job again.
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.
Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and then restart the job.
Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and then restart the job.
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, 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.
The file exceeded the maximum form submission length on the Web server.
2. If the error occurs repeatedly, contact the SharePoint site administrator to increase the Web server's
maximum form submission length.
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.
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).
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.
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.
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.
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 error persists, use a unique filename or disable the fail-on-filename-collisions flag.
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.
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.
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.
Recommended action
1. Try to send the job again.
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.
Recommended action
1. Try to send the job again.
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.
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.
This error occurs while trying to access the Support Tools/Service/Service Tools Menu.
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.
NOTE: The timeout and host/proxy, it is referring to the internal network communication. Not the JDI LAN drop
to a router/Switch/Hub.
● 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.
5. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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.
5. If the error persists, use the troubleshooting flowcharts in this document: HP LaserJet FutureSmart Devices
- 49 error Troubleshooting (Persistent and Intermittent)
3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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.
47.00.xx
Back channel internal error.
3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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.
3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
3. If the error persists, clear the active partition by using the Format Disk item in 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.
47.02.xx
Job parser internal error.
3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
3. If the error persists, clear the active partition by using the Format Disk item in 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.
47.03.xx
Print job internal error.
3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
3. If the error persists, clear the active partition by using the Format Disk item in 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.
47.04.xx
Print spooler 9100 internal error.
3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
3. If the error persists, clear the active partition by using the Format Disk item in 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.
47.05.xx
Print spooler framework internal error.
3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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.
47.06.xx
Print application internal error.
3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
3. If the error persists, clear the active partition by using the Format Disk item in 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.
● 47.FC.00 (event code) Color plane registration (CPR) Image not found at system initialization
● 47.FC.10 (event code) Consecutive Dmax Dhalf Image not found at system initialization
● 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.30 0 (event code) Drum Speed Adjustment Image not found at system initialization
● 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.43 (event code) Pulse Width Modulation Print engine execution failure
3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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.
4. If the error persists, perform a Format Disk procedure using the Preboot menu.
For the procedure to perform a Format Disk procedure., go to: HP LaserJet Enterprise Printers - Performing
a Partial Clean or Format Disk Procedure (c03398779).
3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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.
2. Disconnect and reconnect both ends of the cable harness from the main board PCA to the hard disk drive.
2. Disconnect and reconnect both ends of the cable harness from the main board PCA to the hard disk drive.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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 error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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
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.
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.
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.
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.
Possible causes:
● 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:
● 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
● 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.
3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
● 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.
3. If the error persists, continue troubleshooting with the flowcharts for either Intermittent or Persistent 49
error troubleshooting (whichever is appropriate) in document c03122817:
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.
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.
The thermistor can’t measure the fuser temperature. The heat-roller will not heat-up.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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. 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.
7. If the problem persists, replace the fuser drive board (FDB), or the LVPS Type-5, or the main board as
needed.
NOTE: The main board PCA should be the last part replaced if needed.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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. Turn the printer off and remove and then reinstall the fuser. Turn the printer on.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine 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.
4. If the problem persists, replace the fuser drive board (FDB), or the LVPS Type-5, or the main board as
needed.
NOTE: The main board PCA should be the last part replaced if needed.
● 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.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.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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.
2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.
4. 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.
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.
9. If the problem persists, replace the fuser drive board (FDB), or the LVPS Type-5, or the main board as
needed.
NOTE: The main board PCA should be the last part replaced if needed.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.
4. 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.
6. If the problem persists, replace the fuser drive board (FDB) or the main board as needed.
NOTE: The main board PCA should be the last part replaced if needed.
● 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.
Use the following general troubleshooting steps to try to resolve the problem.
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.
a. From the Home screen on the printer control panel, select Administration.
i. Reports
4. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.
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.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
● Support Tools
● Service Tools
● Diagnostics
● Engine 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.
● 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.
● Support Tools
● Service
● Service Tools
b. Select Fuser.
● 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. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
c. Check the connector between the fuser and the engine for damage. Replace the fuser as needed.
● Support Tools
● Service
● Service Tools
b. Select Fuser.
● 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.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.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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.
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.
54.14.00
A sensor calibration error has occurred for the sensor that detects the toner density for image stabilization
control.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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.
54.14.00 483
56.WX.YZ error messages
56.* errors
Errors in the 56.* family indicate a communication problem with an optional paper tray or other external
accessory.
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.
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.
▲ See this support document: HP LaserJet Enterprise, HP PageWide Enterprise - 57.00.xx Errors
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. 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.
● 57.00.02 The SMPS fan was activated, but it did not start.
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.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
e. If the fan is not operational, measure the fan 24V power (the red and black wires on the connector).
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.
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.
c. If the signal value is not 0V when fan is running, replace the fan.
● 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.
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.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
b. Run test 100-0160, Duplex Fan 1 Run, and test 100-0161, Duplex Fan 2 Run.
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).
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.
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.
● 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
● Engine Diagnostics
d. If the fan is not operational, measure the fan 24V power (the red and black wires on the connector).
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.
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.
c. If the signal value is not 0V when fan is running, replace the fan.
● 57.00.22 The OPC fan was not activated, but the printer indicates that it is operating.
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.
b. If the fan is not operational, measure the fan 24V power (the red and black wires on the connector).
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.
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.
c. If the signal value is not 0V when fan is running, replace the fan.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.
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.
● 59.00.20 The motor was not activated, but the printer indicates that it is operating.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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.
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.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
f. Test the 24V motor power on pins 1 and 2 of the motor connection (24V ± 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.
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.
● 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. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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.
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
● Engine 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.
f. If the power is abnormal, check the 24V to chassis ground on the main board PCA from the LVPS type
5.
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.
i. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace the
main board PCA.
4. Check the motor signal 3.3V from 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.
● 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.
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.
c. Ensure that the drum rotates freely and is not damaged. Replace the image drum as needed.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
d. Test the 24V motor power on pins 1 and 2 of the motor connection (24V ± 5%).
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.
i. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace the
main board PCA.
4. Check the motor signal 3.3V from the main board PCA.
● 59.10.B0: Event code for firmware version FutureSmart 5.2 and later.
59.1X.B0
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
2. If the error continues, dispatch an onsite technician with the duct drive:
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. Check if the toner duct is blocked. If the toner duct is blocked, clean the duct.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
d. Close the front door. If the toner cartridge installation error, click “exit”
● Support Tools
● Service
● Service Tools
e. After performing the reset, you must run the toner concentration initialization by selecting TC Init in
the same menu screen.
6. If the error continues, elevate the case using standard support processes
59.1X.B0
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
2. If the error continues, dispatch an onsite technician with the toner supply motor
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.
2. If the error persists, check and clear any paper jams in the paper path, especially in the image drum unit
area.
d. Remove 2 screws and 1 cable, then pull out the Imaging unit.
4. If the error persists, check that the toner supply motor rotates properly.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
d. Close the front door. If the toner cartridge installation error, click “exit”.
● Support Tools
● Service
● Service Tools
e. After performing the reset, you must run the toner concentration initialization by selecting TC Init in
the same menu screen.
● 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.
5. If the error persists, turn the printer off, and then on.
1. Open the indicated tray and remove all paper from the tray.
a. Remove tray 2 and examine the lift gear mechanism on the rear of the tray.
b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.
NOTE: Do NOT run the following test with the tray in place. The tray lift gear mechanism will be
damaged.
● Support Tools
● Service
● Diagnostics
● Engine Diagnostics
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.
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.
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.
60.00.03 or 60.01.03
Indicates tray 3 did not lift properly.
● 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.
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.
5. If the error persists, turn the printer off, and then on.
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.
b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.
NOTE: Do NOT run the following test with the tray in place. The tray lift gear mechanism will be
damaged.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
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 or pickup/lift drive motor
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.
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.
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.
● 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.
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.
5. If the error persists, turn the printer off, and then on.
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.
4. Ensure both sides of the tray are not overloaded and the paper does not cover and part of the maximum
height label.
HP dual cassette feeder, tray 4; Recommended action for call-center agents and onsite technicians
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.
HP dual cassette feeder, tray 4; Recommended action for call-center agents and onsite technicians 517
3. Check the tray lift mechanism.
a. Remove tray 4 and examine the lift gear mechanism on the rear of the tray.
b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.
NOTE: Do NOT run the following test with the tray in place. The tray lift gear mechanism will be
damaged.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
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 or pickup/lift drive motor
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.
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.
HP high capacity input tray: Recommended action for call-center agents and onsite technicians
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.
● 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.
1. Open the indicated tray and remove all paper from the tray.
HP high capacity input tray: Recommended action for call-center agents and onsite technicians 519
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.
5. If the error persists, turn the printer off, and then on.
HP dual cassette feeder, tray 5; Recommended action for call-center agents and onsite technicians
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.
b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.
NOTE: Do NOT run the following test with the tray in place. The tray lift gear mechanism will be
damaged.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
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 or pickup/lift drive motor
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.
HP dual cassette feeder, tray 5; Recommended action for call-center agents and onsite technicians 521
a. To test the sensor, enter service mode and select 102-0260 tray 5 stack height sensor.
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.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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.
61.00.06
Connection Between Formatter and Engine lost because of the response time out
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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.
3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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.
Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.
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.
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 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.
● Malfunctioning HVPS
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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.
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.
h. Reinstall the toner collection unit and close the front and right covers.
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.
The transfer roller is not installed or there is a problem in the high-voltage power supply circuit or resistance
recognition circuit.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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 transfer roller is not installed or there is a problem in the high-voltage power supply circuit or resistance
recognition circuit.
63.00.0A 527
2. Wait for the printer to cool, then turn on.
NOTE: The Master System Operating Key (MSOK) needs to be removed from the old PCA and
inserted on the new main board PCA.
The incorrect Master System Operating Key (MSOK) is installed or the MOSK data is corrupted.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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)
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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.
63.00.28: The laser/scanner unit motor is operating, but the ready signal of the laser/scanner unit motor
indicates that it is stopped.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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. 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
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.
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.
e. Turn the printer on and listen for the laser/scanner unit to operate correctly.
63.00.35
The laser/scanner unit is not detected.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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.
● Support Tools
● Service
● Service Tools
63.00.35 535
● Diagnostics
● Engine Diagnostics
3. If the laser/scanner unit motor does not make a sound, complete these troubleshooting steps:
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.
e. Turn the printer on and listen for the laser/scanner unit to operate correctly.
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
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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.
c. Remove the toner collection unit by pulling on both sides to release the tabs, and then pull it straight
out of the printer.
3. If the error persists, elevate the case using the Standard Support Process.
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
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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.
c. Remove the toner collection unit by pulling on both sides to release the tabs, and then pull it straight
out of the printer.
3. If the error persists, elevate the case using the Standard Support Process.
63.00.43
The eraser lamp does not turn on.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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.
● Support Tools
● Service
63.00.43 543
● Service Tools
● Diagnostics
● Engine Diagnostics
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.
63.4D.01
Engine firmware crash in the portability layer.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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.
4. If the error persists, elevate the case using the Standard Support Process.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
3. Disconnect the external +5v cable from the accelerator board and secure it.
6. If the error persists, elevate the case using the Standard Support Process.
64.01.02
Imaging ASIC card detected, but not supported in this device
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
64.01.03
Imaging ASIC card memory failure
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
3. Disconnect the external +5v cable from the accelerator board and secure it.
6. If the error persists, elevate the case using the Standard Support Process.
64.01.04
Imaging ASIC card general error
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
3. Disconnect the external +5v cable from the accelerator board and secure it.
64.01.05
Imaging ASIC card assertion failure
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
3. Disconnect the external +5v cable from the accelerator board and secure it.
5. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.
64.01.06
Imaging ASIC card assertion failure
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
3. Disconnect the external +5v cable from the accelerator board and secure it.
64.01.05 549
HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 -
Accelerator Card No Longer Requires External +5v Connection
5. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.
64.01.07
Imaging ASIC card assertion failure
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
3. Disconnect the external +5v cable from the accelerator board and secure it.
5. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.
64.01.08
Fan had to be restarted
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
64.01.09
Fan had to be restarted, but failed
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
3. Disconnect the external +5v cable from the accelerator board and secure it.
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.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
64.01.09 551
2. 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 (c03398779).
3. If the error persists, elevate the case using the Standard Support Process.
Recommended action
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.
65.00.A1
The printer lost communication with the finisher.
2. If the error persists, turn the printer off, and then on.
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.
66.* errors
Errors in the 66.* family are related to output accessories.
Recommended action
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.
65.00.A1
The printer lost communication with the finisher.
2. If the error persists, turn the printer off, and then on.
2. Ensure that the printer has the most current FW version for the finisher. Upgrade the firmware as needed.
3. If the error persists, turn the printer off, and then on.
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.
1. Open the finisher and check for any jammed paper or obstructions, and remove them.
b. Use the release lever to slide the inner finisher away from the printer.
e. Close the covers and slide the inner finisher into place.
2. If the error persists, turn the printer off, and then on.
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.
1. Open the finisher and check for any jammed paper or obstructions, and remove them.
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.
66.40.46
The finisher experienced an error in the punch scan unit.
2. If the error persists, turn the printer off, and then on.
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.
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.
2. If the error persists, turn the printer off, and then on.
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.
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.
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.
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.
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.
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.
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.
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.
2. If the error persists, turn the printer off, and then on.
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.
2. If the error persists, turn the printer off, and then on.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
d. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the finisher
PCA.
a. Using code 113-2020, run the diagnostic test for the sensor.
c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.
66.60.25
The inner finisher experienced a paper-holding-lever unit failure.
2. Open the finisher and check for any jammed paper or obstructions, and remove them.
b. Use the release lever to slide the inner finisher away from the printer.
e. Close the covers and slide the inner finisher into place.
2. Remove all paper from the output bin and ensure there is no obstructions to the paper holding levers.
3. Open the finisher and check for any jammed paper or obstructions, and remove them.
● Support Tools
● Service
● Service Tools
● Engine Diagnostics
a. Check if the wire harness of the home and input sensor are correctly connected to the sensors main
board PCA.
66.60.27
The finisher unit experienced a front tamper unit error.
66.60.27 565
b. Open the inner jam cover.
d. Open the finisher front cover and inner jams access cover.
2. If the error persists, turn the printer off, and then on.
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.
d. Open the finisher front cover and inner jams access cover.
2. If the error persists, turn the printer off, and then on.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the finisher
PCA.
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.
66.60.28
The rear tamper unit has experienced an error.
66.60.28 571
b. Open the inner jam cover.
d. Open the finisher front cover and inner jams access cover.
2. If the error persists, turn the printer off, and then on.
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.
Stapler/Stacker - Booklet Maker: Recommended action for call-center agents and onsite technicians
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.
3. If the error persists, move the rear tamper from the home position to the end.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the finisher
PCA.
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.
Inner finisher: Recommended action for call-center agents and onsite technicians
1. If there is jammed paper on the finisher main output tray, remove it.
Inner finisher: Recommended action for call-center agents and onsite technicians 575
2. Open and then close the door of the finisher to check if the finisher executes the initialization process.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
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.
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.
66.60.30
The inner-finisher main tray experienced a tray lift motor error (M4).
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. 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
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.
IMPORTANT: Before continuing with troubleshooting, go to, and perform the following 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:
2. If there is jammed paper on the finisher main output tray, remove it.
3. Open and then close the door of the finisher to check if the finisher executes the initialization process.
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
● Engine 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.
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.
66.60.32
The external finisher main tray experienced a tray lift motor error.
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.
Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians
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.
IMPORTANT: Before continuing with troubleshooting, go to, and perform the following Service Action Advisory:
1. If using the Service Action Advisory and replacing the motor does not fix the 66.60.32 errors, perform the
following steps.
2. If there is jammed paper on the finisher main output tray, remove it.
3. Open and then close the door of the finisher to check if the finisher executes the initialization process.
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
a. Open the following menus:
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the finisher
PCA
d. Retest the motor. If the test fails, replace the main tray motor.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
c.
e. If the reading does not change, disconnect and reconnect the wire harness from the sensor to the
finisher PCA.
Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians 581
6. If the error persists, check the Main output tray top of stack sensor (S20).
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
b. Using code 113-2140, 2BinFinisher Main beam Sensor, run the diagnostic test for the sensor:
d. If the reading does not change, disconnect and reconnect the wire harness from the sensor to the
finisher PCA.
7. If the error persists, check the Main output tray top of stack switch (S34).
Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians 583
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.
c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.
Part number: Finisher Main output tray top of stack switch JC39-02316A
For instructions:
Inner finisher: Recommended action for call-center agents and onsite technicians
2. Open and then close the door of the finisher to check if the finisher executes the initialization process.
● Support Tools
Inner finisher: Recommended action for call-center agents and onsite technicians 585
● Service
● Service Tools
● Diagnostics
● Engine 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
sensor to the finisher PCA.
Paper holding kit (paper holding solenoid + paper holding sensor) part number: JC90-01314A
Paper holding sensor: 0604-001393
For instructions: See the Repair Service Manual for this product.
66.80.04
The paddle unit of the finisher experienced an error.
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.
Inner Finisher: Recommended action for call-center agents and onsite technicians
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. 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.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
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).
b. Disconnect and reconnect the paddle home sensor cable on the finisher PCA.
d. Using code 113-0370, run the diagnostic test for the sensor: Support Tools > Service > Service Tools >
Diagnostics > Engine Diagnostics > Engine Test Routines.
Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.
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.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians 589
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.
d. Disconnect and reconnect the paddle home sensor cable on the finisher PCA.
Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians 591
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.
Inner Finisher: Recommended action for call-center agents and onsite technicians
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. Check the exit tray of the finisher and remove any paper or obstructions.
a. If one or both of the metal ejectors is deformed, perform the following steps.
Inner Finisher: Recommended action for call-center agents and onsite technicians 593
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.
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.
d. Put the Inner Finisher back together and test it by making 50 copies of two blank pages with two
staples on the center.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
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.
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.
Inner Finisher: Recommended action for call-center agents and onsite technicians 595
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.
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.
c. If the reading does not change, disconnect and reconnect both ends of the wire harness from the
sensor to the finisher PCA.
Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians
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. Check the exit tray of the finisher and remove any paper or obstructions.
Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians 597
4. Check the ejector 1 motor M6.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the finisher
PCA
e. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.
Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians 599
a. Using code 113-2032 run the 2BinFinisher Eject1 encoder sensor diagnostic test.
c. If the value does not change, disconnect and reconnect both ends of the wire harness from the sensor
to the finisher PCA.
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.
Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians 601
7. If the error persists, replace the finisher main PCA.
66.80.06
The finisher experienced an ejector 2 failure.
1. Verify that the inner finisher is installed using the following image.
2. Check the exit tray of the finisher and remove any paper or obstructions.
5. Check if the black plastic paddles on the sub-ejector mechanism are out of place
a. If the one or both of the plastic paddles are out of place perform the following:
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.
6. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
1. Verify that a stapler/stacker or booklet maker finisher is installed using the following image.
2. Check the exit tray of the finisher and remove any paper or obstructions.
4. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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. 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.
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.
2. Check the exit tray of the finisher and remove any paper or obstructions.
5. Check if the black plastic paddles on the sub-ejector mechanism are out of place. (Possible cause 1)
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.
c. Print or copy a document using the stapler stacker to ensure the error is resolved.
6. If the error persists, dispatch a technician with not parts, to adjust the paddles on the Inner Finisher.
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. 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.
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.
2. Check the exit tray of the finisher and remove any paper or obstructions.
4. If the error persists, dispatch an onsite technician with a Finisher Sub-ejector unit.
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. 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
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.
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.
● Support Tools
● Service
● Diagnostics
● Engine Diagnostics
b. Using test 113-0562, run the diagnostic test for the post 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 post ejector gear set for any damage or obstructions. Clear obstructions as needed.
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.
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. Verify that a stapler/stacker or booklet maker finisher is installed using the following image.
2. Check the exit tray of the finisher and remove any paper or obstructions.
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.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
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. 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
● Engine 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.
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.
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.
66.80.07
The grip ejector operation is abnormal.
1. Check the exit tray of the finisher and remove any paper or obstructions.
66.80.07 615
Recommended action for call-center agents and onsite technicians
1. Check the exit tray of the finisher and remove any paper or obstructions.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.
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.
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. Check the exit tray of the inner finisher and remove any paper or obstructions.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
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 paper support gear set for any damage or obstructions. Clear obstructions as needed or
replace the gear transfer assembly.
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.
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.
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.
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.
2. Check the finisher for any damaged or loose parts and remove any obstacles.
● Support Tools
● Service Tools
● Diagnostics
● Engine Diagnostics
c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.
4. If the error persists, check the paper holding home sensor (S22).
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
b. Using code 113-2010 2BinFinisher Clamp home Sensor, run the diagnostic test for the sensor:
d. If there is not reading change, disconnect and reconnect both ends of the wire harness from the
sensor assembly to the finisher PCA.
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.
2. Check for the latest firmware version of the finisher. Upgrade the firmware as needed.
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.
2. Check for the latest firmware version of the finisher. Upgrade the firmware as needed.
66.80.0B 623
a. Open the following menus:
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
b. Using code 113-2050 2BinFinisher End fence Sensor run the diagnostic test for the sensor.
d.
e. Disconnect and reconnect both ends of the wire harness from the ejector assembly to the finisher
PCA.
66.80.0C
The finisher experienced a buffer error.
3. Check for the latest firmware version of the finisher. Upgrade the firmware as needed.
3. Check for the latest firmware version of the finisher. Upgrade the firmware as needed.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
5. If the error persists, check the main exit cam home sensor (S5).
● Support Tools
● Service
● Service Tools
● Engine Diagnostics
b. Using code 113-2000 2BinFinisher Buffer lift Sensor run the diagnostic test for the sensor.
d. Disconnect and reconnect both ends of the wire harness from the ejector assembly to the finisher
PCA.
66.80.20
Stapler/Stacker staple jam. The staple jaw is unable to close, most likely due to a jammed staple.
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.
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.
2. Move the stapler to the front of the finisher using the green knob.
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.
1. If there is jammed paper in the finisher main output tray, remove it.
3. Use the release lever to slide the inner finisher away from the printer.
6. Close the covers and slide the inner finisher back into place.
7. Open and then close the door of the finisher to check if the finisher executes the initialization process.
1. If there is jammed paper in the finisher main output tray, remove it.
3. Use the release lever to slide the inner finisher away from the printer.
6. Close the covers and slide the inner finisher back into place.
7. Open and then close the door of the finisher to check if the finisher executes the initialization process.
9. If the error persists, dispatch the Front tamper unit assembly, which includes the Front tamper motor (M9)
and Front Tamper home sensor (S5).
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
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.
1. If there is jammed paper in the finisher main output tray, remove it.
6. Close the covers and slide the inner finisher back into place.
7. Open and then close the door of the finisher to check if the finisher executes the initialization process.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
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.
d. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness
between the sensor and the finisher PCA.
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 )
b. Check the staple cartridge for any jammed staples and remove them.
2. Open the finisher and check for any jammed paper or obstructions, and remove them.
e. Close the covers and slide the inner finisher into place.
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.
IMPORTANT: Before continuing with troubleshooting, go to, and perform the following Service Action Advisory:
1. Please update the firmware if the future smart firmware version is prior to 24.5.1. ( Not include ’24.5.1 )
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
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.
66.80.38
The initialization of the stacker failed to be completed within the designated time.
2. Check the finisher for any jammed paper or obstacles, and remove them.
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. 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.
● Support Tools
● Service Tools
● Diagnostics
● Engine Diagnostics
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.
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.
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.
a. Run test 113–2510 2 Bin Finisher SCU Motor. This test check the home position sensor,
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.
1. Open the finisher and check for any jammed paper or obstructions, and remove them.
f. Close the covers and slide the inner finisher into place.
2. Check the finisher for any jammed paper or obstacles, and remove them.
Inner Finisher: Recommended action for call-center agents and onsite technicians
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.
1. If this error occurs on initial install, check to see if the unit was shipped without the shipping lock screw
installed.
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
Inner Finisher: Recommended action for call-center agents and onsite technicians 647
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.
4. Open the finisher and check for any jammed paper or obstructions, and remove them.
b. Use the release lever to slide the inner finisher away from the printer.
e. Close the covers and slide the inner finisher into place.
Inner Finisher: Recommended action for call-center agents and onsite technicians 649
a. Open the following menus:
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine 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.
a. Using code 113-0581, run the diagnostic test for stapler position motor: Support Tools > Service >
Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines
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. Retest the motor. If the motor still does not function, replace the motor.
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
c. Check for jams in the indicated area.
d. Open the finisher front cover and inner jams access cover.
Stapler/Stacker - Booklet Maker: Recommended action for call-center agents and onsite technicians 653
4. If the error persists, check the stapler position motor (M8).
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.
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.
c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.
d. If the sensor test fails, replace the sensor or finisher sub-staple unit.
Stapler/Stacker - Booklet Maker: Recommended action for call-center agents and onsite technicians 655
Staple unit part number: JC82-00894A
For instructions: See the Repair Service Manual for this product.
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.
a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker out.
c. Open the booklet entrance jam access door and check for paper or obstructions.
d. Open the upper jam access door and clear any jams.
4. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.
a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker out.
c. Open the booklet entrance jam access door and check for paper or obstructions.
d. Open the upper jam access door and clear any jams.
3. If the error persists, turn the printer off, and then on.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
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. Retest the motor. If the motor still does not function replace the motor.
a. Using code 113-3060 Booklet Diverter home Sensor, run the diagnostic test for the sensor.
c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.
66.90.12
Booklet accumulator failure.
a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker out.
c. Open the booklet entrance jam access door and check for paper or obstructions.
d. Open the upper jam access door and clear any jams.
3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.
2. Check the finisher for any jammed paper or obstacles, and remove them.
a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker out.
c. Open the booklet entrance jam access door and check for paper or obstructions.
d. Open the upper jam access door and clear any jams.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
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. Retest the motor. If the motor still does not function replace the motor.
a. Using code 113-3080 Booklet Tamper home Sensor, run the diagnostic test for the sensor:
c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.
66.90.13
Booklet paddle failure.
a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker out.
66.90.13 669
b. Check the top entrance to the booklet maker.
c. Open the booklet entrance jam access door and check for paper or obstructions.
d. Open the upper jam access door and clear any jams.
3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.
2. Check the finisher for any jammed paper or obstacles, and remove them.
a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker out.
c. Open the booklet entrance jam access door and check for paper or obstructions.
d. Open the upper jam access door and clear any jams.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
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. Retest the motor. If the motor still does not function replace the motor.
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.
c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.
6. If the error persists, power off, and disconnect and reconnect the wire harness CN7 of the booklet maker
PCA. And then power on.
2. Check the finisher for any jammed paper or obstacles, and remove them.
a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker out.
d. Open the upper jam access door and clear any jams.
e. Open the lower jam access door and remove any paper.
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.
2. Check the finisher for any jammed paper or obstacles, and remove them.
a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker out.
d. Open the upper jam access door and clear any jams.
e. Open the lower jam access door and remove any paper.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
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. Retest the motor. If the motor still does not function replace the motor.
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.
c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.
66.90.15
The booklet maker experienced a press failure.
2. Check the finisher for any jammed paper or obstacles, and remove them.
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.
2. Check the finisher for any jammed paper or obstacles, and remove them.
c. Open the booklet entrance jam access door and check for paper or obstructions.
e. Open the lower jam access door and remove any paper.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
d. Retest the motor. If the motor still does not function replace the 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.
c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the booklet
maker PCA
5. If the error persists, power off, and disconnect and reconnect the wire harness CN5 of the booklet maker
PCA. And then power on.
2. Check the finisher for any jammed paper or obstacles, and remove them.
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.
2. Check the finisher for any jammed paper or obstacles, and remove them.
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.
4. If the error persists, power off, and disconnect and reconnect the wire harness CN4 of the booklet maker
PCA. And then power on.
5. If the error persists, replace the booklet stapler unit or booklet maker as needed.
66.90.21
The buffer unit has experienced an error.
2. Check the finisher for any jammed paper or obstacles, and remove them.
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.
2. Check the finisher for any jammed paper or obstacles, and remove them.
2. Check the finisher for any jammed paper or obstacles, and remove them.
3. Ensure the finisher and engine are running the latest version of firmware.
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.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
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.
2. Check the finisher for any jammed paper or obstacles, and remove them.
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.
2. Check the finisher for any jammed paper or obstacles, and remove them.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
d. Retest the motor. If the motor still does not function replace the motor.
a. Using code 113-2210 2BinFinisher BM exit cam home sensor , run the diagnostic test for the sensor.
c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.
5. If the error persists, power off, and disconnect and reconnect the wire harness CN17 of the finisher PCA.
And then power on.
2. Check the finisher for any jammed paper or obstacles, and remove them.
a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker out.
66.90.43 695
c. Open the booklet entrance jam access door and check for paper or obstructions.
d. Open the upper jam access door and clear any jams.
e. Open the lower jam access door and remove any paper.
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.
2. Check the finisher for any jammed paper or obstacles, and remove them.
a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker out.
d. Open the upper jam access door and clear any jams.
e. Open the lower jam access door and remove any paper.
● Support Tools
● Service
● Service Tools
● Diagnostics
● Engine Diagnostics
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. Retest the motor. If the motor still does not function replace the motor.
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.
a. Using code 113-3000 Booklet Stopper home Sensor, run the diagnostic test for the sensor.
c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the booklet
maker PCA.
9. If the error persists, power off, and disconnect and reconnect the wire harness CN9 of the booklet maker
PCA. And then power on.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
Recommended action
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. Check the connections between the PCA in the input device and the PCA in the printer.
67.0E.01
Optional exit unit is not installed.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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.
● Support Tools
● Service
● Diagnostics
● Engine Diagnostics
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).
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
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.
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.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.
4. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
Recommended action
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. Turn the printer off, reconnect the network cable, and then turn the printer on.
1. Turn the printer off, reconnect the network cable, and then turn the printer on.
4. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
Recommended action
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. Turn the printer off, reconnect the network cable, and then turn the printer on.
1. Turn the printer off, reconnect the network cable, and then turn the printer on.
4. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
1. Turn the printer off, reconnect the network cable, and then turn the printer on.
Recommended action
▲ No action necessary.
82.73.46, 82.73.47
A hard disk or compact flash disk cleaning failed.
For the steps to perform a Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
1. Turn the printer off by holding down the power button for at least 10 seconds.
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.
3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
For the steps to perform a Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.
3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
For the steps to perform a Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.
3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
For the steps to perform a Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.
3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
2. Download the firmware again, and then attempt the upgrade again.
For the steps to perform a Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.
Recommended action
1. Turn the printer off, and then on.
2. Make sure the printer is running the most current version of firmware.
4. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
1. Make sure the connection to the network is good, and then try the firmware upgrade again.
3. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
1. Make sure the connection to the network is good, and then try the upgrade again.
3. If the error persists, run the Format Disk process from 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.
NOTE: Do NOT replace the formatter board, it will not resolve the issue.
Recommended action
▲ Download the firmware upgrade file, and then attempt the upgrade again.
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.
Recommended action
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.
Recommended action
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.
Recommended action
▲ Resend the remote firmware upgrade (RFU).
The RFU was canceled when reading the header number and size.
Recommended action
▲ Resend the remote firmware upgrade (RFU).
The RFU was canceled when reading the rest of the header, after reading the header number and size.
Recommended action
▲ Resend the remote firmware upgrade (RFU).
The header number is 1, but the header size does not match version 1 size.
Make sure that you download the file for the correct printer model.
Go to HP FutureSmart - Latest Firmware Versions.
The header number is 2, but the header size does not match version 2 size.
Recommended action
1. Download the remote firmware upgrade (RFU) file again.
Make sure that you download the file for the correct printer model.
Go to HP FutureSmart - Latest Firmware Versions.
Recommended action
1. Download the remote firmware upgrade (RFU) file again.
Make sure that you download the file for the correct printer model.
Go to HP FutureSmart - Latest Firmware Versions.
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.
The bundle is not signed with the correct signature, or the signature is invalid.
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
▲ No action necessary.
99.02.09
Firmware upgrade cancelled by user.
5. If the error persists, elevate the case using the Standard Support Process.
● 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.
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.
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).
5. If the error persists, elevate the case using the Standard Support Process.
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.
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.
This typically happens because an HDD was swapped into a device from another device.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
Recommended action
NOTE: Do NOT replace the formatter board, it will not resolve this error.
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.
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.
● Administration (select 3)
3. If the previous steps did not resolve the issue, replace the hard disk drive.
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.
3. Check for proper installation of the hard disk. Remove the Formatter cover and ensure the hard disk is
making a good connection.
5. If the error still persists, replace the formatter HDD SATA riser module.
Recommended action
NOTE: Do NOT replace the formatter board, it will not resolve this error.
▲ Use the Format Disk procedure from the Preboot menu, and then resend the remote firmware upgrade
(RFU).
For the steps to perform a Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.
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).
4. If the error still persists, replace the formatter HDD SATA riser module.
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.
2. Press the Help button to see the help text for the error.
NOTE: If there is a password assigned to the administrator, a prompt to enter the printer displays. Enter
the password to proceed.
5. Select the Download item, and then download the latest firmware. The user can now download a new
firmware bundle to the printer.
Make sure that you download the file for the correct printer model.
Go to HP FutureSmart - Latest Firmware Versions.
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.
f. If the error still persists, replace the formatter HDD SATA riser module.
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.
Recommended action
1. Turn the printer off, and then on.
2. Disconnect and reconnect both ends of the cable harness from the main board PCA to the hard disk drive.
Recommended action
1. Ensure the hard disk drive installed is the correct one for the printer.
3. Disconnect and reconnect both ends of the cable harness from the main board PCA to the hard disk drive.
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
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 "Toner Collection Unit Almost Full" messages and if the firmware is up to date, replace the toner
collection unit.
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