HP LaserJet Pro M402, M403 And MFP M426, M427 Troubleshooting Manual HP Laserjet M403, M42
User Manual: HP Laserjet Pro M402, M403, Pro MFP M426, M42 Troubleshooting Manual shared.swissparts.ch - /Manuals/HP/LaserJet/Mono Laserjet/
Open the PDF directly: View PDF 
.
Page Count: 204
| Download | |
| Open PDF In Browser | View PDF |
LaserJet Pro M402, M403 LaserJet Pro MFP M426, M427 Troubleshooting Manual 1 HEW LE TT-P ACKAR D 1 2 M402d M402n M402dn M402dw M403n M403d M403dn M403dw www.hp.com/support/ljM402 www.hp.com/support/ljM403 www.hp.com/support/ljM426MFP www.hp.com/support/ljM427MFP For printer theory and troubleshooting information, see the Repair Manual. 2 M426dw M426fdn M426fdw M427dw M427fdn M427fdw HP LaserJet Pro M402, M403 and HP LaserJet Pro MFP M426, M427 Troubleshooting Manual Copyright and License Trademark Credits © Copyright 2015 HP Development Company, L.P. Microsoft®, Windows®, Windows® XP, and Windows Vista® are U.S. registered trademarks of Microsoft Corporation. Reproduction, adaptation, or translation without prior written permission is prohibited, except as allowed under the copyright laws. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein. Edition 1, 9/2015 Conventions used in this guide TIP: Helpful hints or shortcuts. Reinstallation tip: Reinstallation helpful hints, shortcuts, or considerations. NOTE: Information that explains a concept or how to complete a task. IMPORTANT: CAUTION: Information that help the user to avoid potential printer error conditions. Procedures that the user must follow to avoid losing data or damaging the printer. WARNING! Procedures that the user must follow to avoid personal injury, catastrophic loss of data, or extensive damage to the printer. ENWW iii iv Conventions used in this guide ENWW For additional service and support information HP service personnel, go to the Service Access Work Bench (SAW) at http://h41302.www4.hp.com/km/saw/ home.do. Channel partners, go to HP Channel Services Network (CNS) at https://h30125.www3.hp.com/hpcsn. At these locations, find information on the following topics: ● Install and configure ● Printer specifications ● Up-to-date control panel message (CPMD) troubleshooting ● Solutions for printer issues and emerging issues ● Remove and replace part instructions and videos ● Service advisories ● Warranty and regulatory information To access HP PartSurfer information from any mobile device, go to http://partsurfermobile.hp.com/ or scan the Quick Response (QR) code below. ENWW v vi For additional service and support information ENWW Table of contents 1 Theory of operation ....................................................................................................................................... 1 Related documentation and software ................................................................................................................... 2 Basic operation ...................................................................................................................................................... 3 Sequence of operation ........................................................................................................................ 4 Engine-control system .......................................................................................................................................... 5 DC controller ........................................................................................................................................ 6 Motor control ..................................................................................................................... 8 Fan control ........................................................................................................................ 8 Low-voltage power supply .................................................................................................................. 9 Over-current/over-voltage protection ........................................................................... 10 Safety ............................................................................................................ 10 Low-voltage power supply functions ........................................................... 10 High-voltage power supply ............................................................................................................... 11 High-voltage power supply circuits ................................................................................ 12 Fuser bias ........................................................................................................................ 12 Fuser control ..................................................................................................................................... 12 Fuser circuits ................................................................................................................... 13 Fuser control functions ................................................................................................... 14 Fuser heater protection .................................................................................................. 15 Engine laser/scanner system .............................................................................................................................. 16 Laser/scanner failure detection ........................................................................................................ 17 Safety ................................................................................................................................................ 17 Image-formation process ................................................................................................................. 18 Step 1: Primary charging ................................................................................................ 21 Step 2: Laser-beam exposure ......................................................................................... 22 Step 3: Development ...................................................................................................... 22 Step 4: Transfer ............................................................................................................... 23 Step 5: Separation ........................................................................................................... 24 Step 6: Fusing .................................................................................................................. 24 Step 7: Drum cleaning ..................................................................................................... 24 Toner cartridges ................................................................................................................................ 25 Design ............................................................................................................................. 25 ENWW vii Memory chip .................................................................................................................... 27 Toner level and cartridge life detection .......................................................................... 27 Pickup, feed, and delivery system ....................................................................................................................... 27 Sensors and switches ........................................................................................................................ 29 Motors, clutches, and solenoids ........................................................................................................ 31 Jam detection/prevention ................................................................................................................. 31 Paper feeder (optional Tray 3) ............................................................................................................................. 35 Basic operation .................................................................................................................................. 35 Paper path ....................................................................................................................... 35 Paper feeder controller ................................................................................................... 35 Motor control .................................................................................................................. 36 Pickup and feed operation ................................................................................................................ 36 Electrical components, pickup and feed ......................................................................... 36 Other functions ............................................................................................................... 37 Jam detection .................................................................................................................. 38 2 Solve problems ............................................................................................................................................ 39 For additional service and support ..................................................................................................................... 40 Solve problems checklist ..................................................................................................................................... 41 Solve problems checklist ................................................................................................................... 41 Print the menu map ........................................................................................................ 42 Print a configuration page .............................................................................................. 42 Print the service page (includes the event log) .............................................................. 43 Print the demo page ....................................................................................................... 43 Troubleshooting process ..................................................................................................................................... 44 Determine the problem source ......................................................................................................... 44 Pre-troubleshooting checklist ........................................................................................ 44 Determine the problem source ....................................................................................... 46 Power subsystem .............................................................................................................................. 47 Power-on checks ............................................................................................................. 47 Control panel checks ......................................................................................................................... 47 Tools for troubleshooting .................................................................................................................................... 49 Component diagnostics .................................................................................................................... 49 LED diagnostics ............................................................................................................... 49 Network LEDs (network models only) ......................................................... 49 Control panel LEDs ....................................................................................... 49 Engine diagnostics .......................................................................................................... 50 Engine test .................................................................................................... 50 Diagrams ........................................................................................................................................... 51 Diagrams: Block diagrams .............................................................................................. 51 Cross-sectional view of printer .................................................................... 51 viii ENWW Cross-sectional view of 550–sheet paper feeder ........................................ 52 Diagrams: Printed circuit assembly (PCA) connector locations ..................................... 53 Diagrams: DC controller connections ........................................................... 53 Paper feeder controller PCA ......................................................................... 54 Diagrams: External plug and port locations ................................................................... 54 Diagrams: Locations of major components ................................................................... 56 Major components (printer base) ................................................................. 56 Motor and fan ............................................................................................... 57 Rollers and pads (printer base) .................................................................... 58 PCAs (printer base) ....................................................................................... 59 Diagrams: Timing chart .................................................................................................. 60 Diagrams: Circuit diagrams ............................................................................................. 61 Advanced configuration with HP Embedded Web Server (EWS) and HP Device Toolbox (Windows 7) ....................................................................................................................................... 62 Internal print-quality test pages ....................................................................................................... 64 Clean the paper path ....................................................................................................... 64 Clean the paper path (LCD control panel) .................................................... 64 Clean the paper path (touchscreen control panel) ...................................... 65 Print the configuration page ........................................................................................... 65 Print the configuration page from an LCD control panel ............................. 65 Print the configuration page from a touchscreen control panel ................. 65 Print-quality troubleshooting tools .................................................................................................. 66 Repetitive image defect ruler ......................................................................................... 66 Use a ruler to measure between repetitive defects ..................................... 66 Control panel menus ......................................................................................................................... 70 HP Web Services menu ................................................................................................... 70 Reports menu ................................................................................................................. 70 Quick Forms menu .......................................................................................................... 71 USB Flash Drive menu ..................................................................................................... 71 System Setup menu ........................................................................................................ 72 Service menu ................................................................................................................... 74 Network Setup menu ...................................................................................................... 77 Control panel message document (CPMD) ....................................................................................... 79 Control-panel message types ........................................................................................ 79 Control-panel messages and event log entries ............................................................. 79 30.XX Error Messages ................................................................................... 79 49.XX.YY Error Messages ............................................................................. 80 50.XX fuser errors ........................................................................................ 80 51.XX and 52 Laser/Scanner Errors ............................................................. 81 55.XXXX Error Messages .............................................................................. 82 57.XX Error Messages ................................................................................... 83 ENWW ix 58.XX Error Messages ................................................................................... 83 59.XX Error Messages ................................................................................... 84 79 Errors ....................................................................................................... 85 Alpha Error Messages ................................................................................... 85 Event-log messages .......................................................................................................................... 96 Print the event log .......................................................................................................... 96 Print the event log (LCD control panel) ........................................................ 96 Print the event log (touchscreen control panel) .......................................... 97 Show an event log ........................................................................................................... 97 Event-log messages ....................................................................................................... 97 Clear paper jams ................................................................................................................................................ 101 Clear paper jams (M402, M403) ...................................................................................................... 101 Introduction .................................................................................................................. 101 Experiencing frequent or recurring paper jams? ......................................................... 101 Jam locations ................................................................................................................ 102 Clear paper jams in Tray 1 ............................................................................................ 103 Clear paper jams in Tray 2 ............................................................................................ 104 Clear paper jams in optional Tray 3 .............................................................................. 108 Clear paper jams in the fuser ........................................................................................ 111 Clear paper jams in the output bin ............................................................................... 115 Clear paper jams in the duplexer .................................................................................. 117 Clear paper jams (M426, M427) ...................................................................................................... 119 Introduction .................................................................................................................. 119 Experiencing frequent or recurring paper jams? ......................................................... 119 Jam locations ................................................................................................................ 120 Clear paper jams in the document feeder .................................................................... 122 Clear paper jams in Tray 1 ............................................................................................ 125 Clear paper jams in Tray 2 ............................................................................................ 126 Clear paper jams in optional Tray 3 .............................................................................. 130 Clear paper jams in the fuser ........................................................................................ 134 Clear paper jams in the output bin ............................................................................... 137 Clear paper jams in the duplexer .................................................................................. 140 Solve paper-handling problems ........................................................................................................................ 142 The printer picks up multiple sheets of paper ................................................................................ 142 The printer does not pick up paper ................................................................................................. 142 Solve image quality problems ........................................................................................................................... 143 Print quality examples .................................................................................................................... 143 Clean the printer ................................................................................................................................................ 150 Clean the pickup and separation rollers ......................................................................................... 150 Clean the paper path ....................................................................................................................... 150 Clean the paper path (LCD control panel) ..................................................................... 150 x ENWW Clean the paper path (touchscreen control panel) ....................................................... 150 Clean the touchscreen ..................................................................................................................... 150 Solve performance problems ............................................................................................................................ 152 Factors affecting print performance ............................................................................................... 152 Print speeds .................................................................................................................. 152 The product does not print or it prints slowly ................................................................................ 153 The product does not print ........................................................................................... 153 The product prints slowly ............................................................................................. 154 Solve connectivity problems ............................................................................................................................. 155 Solve direct-connect problems ....................................................................................................... 155 Solve network problems ................................................................................................................. 155 Poor physical connection .............................................................................................. 155 The computer is using the incorrect IP address for the product .................................. 155 The computer is unable to communicate with the product ......................................... 156 The product is using incorrect link and duplex settings for the network .................... 156 New software programs might be causing compatibility problems ........................... 156 The computer or workstation might be set up incorrectly .......................................... 156 The product is disabled, or other network settings are incorrect ............................... 156 Solve wireless network problems ................................................................................................... 157 Wireless connectivity checklist ..................................................................................... 157 The control panel displays the message: The wireless feature on this product has been turned off ............................................................................................................. 157 The product does not print after the wireless configuration completes ..................... 158 The product does not print, and the computer has a third-party firewall installed ... 158 The wireless connection does not work after moving the wireless router or product .......................................................................................................................... 158 Cannot connect more computers to the wireless product ........................................... 158 The wireless product loses communication when connected to a VPN ...................... 159 The network does not appear in the wireless networks list ........................................ 159 The wireless network is not functioning ...................................................................... 159 Service mode functions ..................................................................................................................................... 160 Service menu ................................................................................................................................... 160 Service menu settings .................................................................................................. 160 Restore the factory-set defaults .................................................................................. 160 Restore the factory-set defaults (LCD control panel) ................................ 160 Restore the factory-set defaults (touchscreen control panel) .................. 161 Secondary service menu ................................................................................................................. 161 Open the secondary service menu ............................................................................... 161 Open the secondary service menu (LCD control panel) ............................. 161 Open the secondary service menu (touchscreen control panel) ............... 161 Secondary service menu structure ............................................................................... 162 ENWW xi Developer's menu ............................................................................................................................ 162 Open the Developer's menu (LCD control panel) ......................................................... 162 Open the Developer's menu (touchscreen control panel) ........................................... 163 Product resets ................................................................................................................................. 164 NVRAM initialization ..................................................................................................... 164 Solve fax problems (fax models only) ............................................................................................................... 165 Introduction ..................................................................................................................................... 165 Fax troubleshooting checklist ......................................................................................................... 165 Solve general fax problems ............................................................................................................ 166 Faxes are sending slowly .............................................................................................. 166 Fax quality is poor ......................................................................................................... 167 Fax cuts off or prints on two pages .............................................................................. 168 Solve email problems (M426, M427 printes) .................................................................................................... 169 Cannot connect to the email server ................................................................................................ 169 Validate the SMTP gateway (Windows) .......................................................................................... 169 Validate the LDAP gateway (Windows) ........................................................................................... 169 Manually update the firmware .......................................................................................................................... 170 Manually update the firmware (LCD control panel) ........................................................................ 170 Manually update the firmware (touchscreen control panel) .......................................................... 170 Appendix A Printer specifications .................................................................................................................. 171 Printer dimensions M426 and M427 ................................................................................................................. 172 Printer dimensions M402 and M403 ................................................................................................................. 174 Printer space requirements ............................................................................................................................... 176 Power consumption, electrical specifications, and acoustic emissions ........................................................... 176 Operating-environment range .......................................................................................................................... 176 Certificate of Volatility ....................................................................................................................................... 177 Index ........................................................................................................................................................... 181 xii ENWW List of tables Table 1-1 Sequence of operation .......................................................................................................................................... 4 Table 1-2 Motors ................................................................................................................................................................... 8 Table 1-3 Fans ....................................................................................................................................................................... 8 Table 1-4 List of DC voltages ................................................................................................................................................ 9 Table 1-5 Low-voltage power supply functions ................................................................................................................. 10 Table 1-6 High-voltage power supply circuits .................................................................................................................... 12 Table 1-7 Fuser components .............................................................................................................................................. 13 Table 1-8 Fuser control functions ...................................................................................................................................... 14 Table 1-9 Sensors ............................................................................................................................................................... 20 Table 1-10 Image formation process ................................................................................................................................. 21 Table 1-11 Toner cartridge functions ................................................................................................................................. 26 Table 1-12 Pickup, feed, and delivery system functions ................................................................................................... 28 Table 1-13 Photo sensors and switches ............................................................................................................................. 30 Table 1-14 Motors, solenoids, and clutches ....................................................................................................................... 31 Table 1-15 Jams that the printer detects ........................................................................................................................... 32 Table 1-16 Electrical component list, paper feeder ........................................................................................................... 36 Table 1-17 Motors, paper feeder ........................................................................................................................................ 36 Table 1-18 Electrical components, pickup and feed .......................................................................................................... 37 Table 1-19 Other functions, paper feeder .......................................................................................................................... 37 Table 2-1 DC controller connectors .................................................................................................................................... 53 Table 2-2 Paper feeder controller PCA connectors ............................................................................................................ 54 Table 2-3 M402, M403 external plugs and ports ............................................................................................................... 54 Table 2-4 M426, M427 external plugs and ports ............................................................................................................... 55 Table 2-5 Major components (printer base) ....................................................................................................................... 56 Table 2-6 Motor and fan (printer base) .............................................................................................................................. 57 Table 2-7 Rollers and pads (printer base) .......................................................................................................................... 58 Table 2-8 Main PCAs (printer base) ..................................................................................................................................... 59 Table 2-9 Repetitive defects ............................................................................................................................................... 66 Table 2-10 Event-log messages (X=0: black cartridge) ..................................................................................................... 97 Table 2-11 Fax event log codes ........................................................................................................................................ 100 Table 2-12 Print quality examples ................................................................................................................................... 143 Table 2-13 Secondary Service menu ................................................................................................................................ 162 ENWW xiii Table A-1 xiv Operating-environment specifications ............................................................................................................ 176 ENWW List of figures Figure 1-1 Relationship between the main printer systems ............................................................................................... 3 Figure 1-2 Engine-control system ........................................................................................................................................ 5 Figure 1-3 DC controller block diagram ................................................................................................................................ 6 Figure 1-4 Low-voltage power-supply circuit ...................................................................................................................... 9 Figure 1-5 High-voltage power supply circuits .................................................................................................................. 12 Figure 1-6 Fuser components ............................................................................................................................................ 13 Figure 1-7 Fuser control ..................................................................................................................................................... 14 Figure 1-8 Laser/scanner system ....................................................................................................................................... 16 Figure 1-9 Image-formation system .................................................................................................................................. 18 Figure 1-10 Fuser motor (M1) and image formation components .................................................................................... 19 Figure 1-11 Toner-level sensor .......................................................................................................................................... 20 Figure 1-12 Image-formation process ............................................................................................................................... 20 Figure 1-13 Primary charging ............................................................................................................................................. 21 Figure 1-14 Laser-beam exposure ..................................................................................................................................... 22 Figure 1-15 Development ................................................................................................................................................... 22 Figure 1-16 Primary transfer .............................................................................................................................................. 23 Figure 1-17 Separation ....................................................................................................................................................... 24 Figure 1-18 Fusing .............................................................................................................................................................. 24 Figure 1-19 Drum cleaning ................................................................................................................................................. 25 Figure 1-20 Toner cartridge system ................................................................................................................................... 26 Figure 1-21 Pickup, feed, and delivery system .................................................................................................................. 28 Figure 1-22 Sensors and switches for the pickup, feed, and delivery system .................................................................. 29 Figure 1-23 Motors, solenoids, and clutches ..................................................................................................................... 31 Figure 1-24 Jam detection sensors .................................................................................................................................... 32 Figure 1-25 Optional Tray 3 paper path ............................................................................................................................. 35 Figure 1-26 Paper feeder controller ................................................................................................................................... 36 Figure 1-27 Electrical components, pickup and feed ......................................................................................................... 37 Figure 2-1 Cross-sectional view of printer ......................................................................................................................... 51 Figure 2-2 Cross-sectional view of 500–sheet paper feeder ............................................................................................ 52 Figure 2-3 DC controller PCA connectors ........................................................................................................................... 53 Figure 2-4 Paper feeder controller PCA connectors ........................................................................................................... 54 Figure 2-5 M402, M403 external plugs and ports locations .............................................................................................. 54 ENWW xv Figure 2-6 M426, M427 external plug and port locations ................................................................................................. 55 Figure 2-7 Major components (printer base) ..................................................................................................................... 56 Figure 2-8 Motor and fan .................................................................................................................................................... 57 Figure 2-9 Rollers and pads (printer base) ......................................................................................................................... 58 Figure 2-10 Main PCAs (printer base) ................................................................................................................................. 59 Figure 2-11 General timing chart ....................................................................................................................................... 60 Figure 2-12 General circuit diagram (printer base) ............................................................................................................ 61 Figure 2-13 Examples of repetitive defects ....................................................................................................................... 67 Figure 2-14 Place the ruler on the page ............................................................................................................................. 68 Figure 2-15 Locate the next repetitive defect ................................................................................................................... 68 Figure 2-16 Determine the defective assembly ................................................................................................................. 69 Figure A-1 Dimensions for the M426 and M427 models ................................................................................................. 172 Figure A-2 Dimensions for the optional 550-sheet tray .................................................................................................. 172 Figure A-3 Dimensions for the printer with the optional 550-sheet tray ....................................................................... 173 Figure A-4 Dimensions for the M402 and M403 models ................................................................................................. 174 Figure A-5 Dimensions for the optional 550-sheet tray .................................................................................................. 174 Figure A-6 Dimensions for the printer with the optional 550-sheet tray ....................................................................... 175 Figure A-7 Certificate of Volatility M402/M403 (1 of 2) ................................................................................................... 177 Figure A-8 Certificate of Volatility M402/M403 (2 of 2) ................................................................................................... 178 Figure A-9 Certificate of Volatility M426/M427 (1 of 2) ................................................................................................... 179 Figure A-10 Certificate of Volatility M426/M427 (2 of 2) ................................................................................................ 180 xvi ENWW 1 ENWW Theory of operation ● Related documentation and software ● Basic operation ● Engine-control system ● Engine laser/scanner system ● Pickup, feed, and delivery system ● Paper feeder (optional Tray 3) 1 Related documentation and software HP service personnel, go to the Service Access Work Bench (SAW) at http://h41302.www4.hp.com/km/saw/ home.do. Channel partners, go to HP Channel Services Network (CSN) at https://h30125.www3.hp.com/hpcsn. 2 Chapter 1 Theory of operation ENWW Basic operation The printer routes all high-level processes through the formatter, which stores font information, processes the print image, and communicates with the host computer. The basic printer operation comprises the following systems: ● Engine-control system ● Laser/scanner system ● Image-formation system ● Pickup, feed, and delivery system ● Accessory (optional paper feeder) Figure 1-1 Relationship between the main printer systems Laser scanner system Image-formation system Engine-control system Pickup, feed, and delivery system Accessory ENWW Basic operation 3 Sequence of operation The DC controller PCA controls the operating sequence, as described in the following table. Table 1-1 Sequence of operation Period Duration Description Waiting From the time the power is turned on, the door is closed, or when the printer exits Sleep mode until the printer is ready for printing. ● Heats the fuser film in the fuser ● Detects the toner cartridge ● Rotates and stops each motor ● Rotates and stops each fan ● Cleans the transfer roller ● Is in the Ready state ● Enters Sleep mode if the formatter sends the sleep command ● Rotates and stops each fan ● Rotates each motor ● Rotates each fan ● Activates the high-voltage power supply (highvoltage bias) ● Prepares the laser/scanner unit ● Warms the fuser to the correct temperature ● Forms the image on the photosensitive drums ● Transfers the toner to the paper ● Fuses the toner image onto the paper ● Stops each motor ● Stops each fan ● Stops the high-voltage power supply (highvoltage bias) ● Stops the laser/scanner unit ● Turns the fuser heater off ● If another print command is received, the printer enters the initial rotation period when the last rotation is complete. Standby Initial rotation Printing Last rotation 4 From the end of the waiting sequence or the last rotation until the formatter receives a print command, or until the printer is turned off. From the time the formatter receives a print command until the paper enters the paper path. From the time the first sheet of paper enters the paper path until the last sheet passes through the fuser. From the time the last sheet of paper exits the fuser until the motors stop rotating. Chapter 1 Theory of operation ENWW Engine-control system The engine-control system receives commands from the formatter and interacts with the other main systems to coordinate all printer functions. The engine-control system consists of the following components: ● DC controller ● Low-voltage power supply ● High-voltage power supplies ● Fuser power supply Figure 1-2 Engine-control system Engine-control system Laser scanner system DC controller Low-voltage power supply Image-formation system Formatter High-voltage power supplies Pickup, feed, and delivery system Fuser power supply Accessory ENWW Engine-control system 5 DC controller The DC controller controls the operation of the printer and its components. The DC controller starts the printer operation when the printer power is turned on and the power supply sends DC voltage to the DC controller. After the printer enters the standby period, the DC controller sends out various signals to operate motors, solenoids, and other printer components based on the print command and image data that the host computer sends. Figure 1-3 DC controller block diagram Motor Switch Clutch High-voltage power supply Fan Solenoid Transfer roller Photointerrupter Cartridge Switch DC controller LED Sensor Accessory AC input Fuser Control panel Low-voltage power supply Formatter Laser scanner ass’y Component type Abbreviation Description Motor M1 Fuse motor M3 Scanner motor Fm1 Main fan Fan 6 Chapter 1 Theory of operation ENWW Component type Abbreviation Description Solenoid SL1 Cassette pickup solenoid SL2 MP tray pickup solenoid SL3 Duplex switchback solenoid Clutch CL1 Duplex re-pickup clutch Switch SW1 Power switch SW101 Cartridge door switch PS1a Media width sensor PS2b Duplex feed sensor PS1 Cassette media out sensor PS2 Top sensor PS3 MP tray media out sensor PS4 Output bin media-full sensor PS13 Fuser output sensor Sensor TH1 Environment sensor LED LED1 Power supply LED Photointerrupter 1 ENWW Duplex models only. Engine-control system 7 Motor control The printer has two motors. The motors drive the components in the paper-feed and image-formation systems. The DC controller monitors the fuser motor and the scanner motor to determine if a motor has failed. It notifies the formatter when it encounters the following conditions: ● Startup failure: the motor does not reach a specified speed within a specified time from when the motor starts. ● Rotational failure: the rotational speed of the motor is not in the specified range for a specified time after the motor reaches a specified speed. Table 1-2 Motors Abbreviation Name Purpose Failure detection M1 Fuser motor Drives the pressure roller and delivery roller; the pressurization and release of the pressure roller; and the engagement and disengagement of the primary and secondary transfer rollers Yes M3 Scanner motor Drives the scanner mirror Yes Fan control The printer has one fan for preventing the temperature from rising in the printer and for cooling the printed pages. The DC controller determines if there is a fan failure and notifies the formatter if the fan locks for a specified time from when the fan starts. Table 1-3 Fans 8 Abbreviation Name Cooling area Type Speed FM1 Main fan Inside of printer Intake Full Chapter 1 Theory of operation ENWW Low-voltage power supply The low-voltage power-supply (LVPS) circuit converts the AC power from the wall receptacle into the DC voltage that the printer components use. Figure 1-4 Low-voltage power-supply circuit AC input Low-voltage power supply Fuse FU101 Fuser control circuit Fuser Fuse FU102 Frequency detection circuit Power switch SW1 FREQSNS_LVT PWRSW +24VD Rectifying circuit +24VA DC controller +24VA FET +24V generation circuit +3.3VA +3.3VC +3.3VB FET FET +3.3VA +3.3V generation circuit +24VBSNS Protection circuit +24VC +24VB +24VA FET Interlock switch SW101 High-voltage power supply Table 1-4 List of DC voltages DC power supply +24V Description +24VA Constantly supplied Becomes 4.5V during active OFF or inactive OFF ENWW Engine-control system 9 Table 1-4 List of DC voltages (continued) DC power supply Description +24VB Stopped when cartridge door is opened. (SW101) Stopped during active OFF or inactive OFF +24VC Stopped when cartridge door is opened. (SW101) Stopped during active OFF or inactive OFF +24VD Constantly supplied Stopped during active OFF or inactive OFF +3.3V +3.3VA Constantly supplied +3.3VB Constantly supplied Stopped during active OFF or inactive OFF +3.3VC Constantly supplied Stopped during inactive OFF Over-current/over-voltage protection The low-voltage power supply has a protective function against overcurrent and overvoltage conditions to prevent failures in the power supply circuit. If an overcurrent or overvoltage event occurs, the system automatically cuts off the output voltage. If the DC power is not being supplied from the low-voltage power supply, the protective function might have activated. In this case, turn off the power switch, and then unplug the power cord. Do not plug in the power cord or turn the power switch on again until the root cause is found. In addition, two fuses in the low-voltage power supply protect against an overcurrent event. If an overcurrent event occurs in the AC line, the fuse blows and cuts off the power distribution. Safety For personal safety, the printer interrupts +24VB and +24VC power when the cartridge door detection switch is turned off. This stops DC power supply to the high-voltage power supply (HVPS). The remote switch control circuit turns on or off the printer power so that the AC power flows even the power switch is turned off. Unplug the printer power cord before disassembling the printer. Low-voltage power supply functions The printer has the following low-voltage power supply functions. Table 1-5 Low-voltage power supply functions 10 Failure detective function Applied Sleep mode NA Power supply voltage detection NA Automatic power OFF NA Automatic power ON/OFF NA Chapter 1 Theory of operation ENWW Table 1-5 Low-voltage power supply functions (continued) Failure detective function Applied Active OFF Yes Inactive OFF Yes Network mode NA Power switch illumination Yes Low-voltage power supply failure detection Yes Power save mode NA High-voltage power supply The DC controller controls the high-voltage power supply (HVPS) to generate biases. The high-voltage power supply delivers the high-voltage biases to the following components used to transfer toner during the imageformation process: ENWW ● Primary charging roller (in the toner cartridge) ● Developing roller (in the toner cartridge) ● Transfer roller ● Pressure roller Engine-control system 11 High-voltage power supply circuits The high-voltage power supply contains the following separate circuits. Figure 1-5 High-voltage power supply circuits DC controller High-voltage power supply Cartridge Primary charging bias circuit Developing bias circuit PRI To primary charge roller To developing roller DEV Photosensitive drum Transfer roller Transfer bias circuit TR Table 1-6 High-voltage power supply circuits Circuit Description Primary-charging-bias generation The primary charging bias negatively charges the surface of the photosensitive drum to prepare for image formation. Developing-bias generation The developing bias adheres toner to an electrostatic latent image formed on the photosensitive drums. Transfer-bias generation The primary transfer bias transfers the toner from each photosensitive drum onto the page. Fuser bias The printer uses on-demand fusing. The fuser bias is DC positive for improved print quality. The fuser bias circuit is located in the high-voltage power supply, HVPS (T). Fuser control The DC controller and components in the fuser perform the following functions related to fuser operation: 12 ● Control fuser temperature ● Detect fuser failures ● Prevent excessive temperature rise Chapter 1 Theory of operation ENWW ● Detect remaining life in the fuser ● Determine if the correct fuser is installed Fuser circuits The fuser heater control circuit and the fuser heater safety circuit control the fuser temperature according to commands from the DC controller. The fuser consists of the following major components: Figure 1-6 Fuser components Fuser film H1 TP1 TH1 Pressure roller FUSER TEMPERATURE signal FUSER HEATER CONTROL signal Fuser heater control circuit DC controller Fuser heater safety circuit Fuser control circuit Low-voltage power supply Table 1-7 Fuser components Type of component Abbreviation Name Function Heaters H1 Fuser main heater Heats the center of the fuser film assembly Thermistors TH1 Main thermistor Detects the center temperature of the fuser heater TP1 Thermoswitch Prevents an abnormal temperature rise in the fuser heater (Contact type) Thermoswitch (Contact type) ENWW Engine-control system 13 Fuser control functions Figure 1-7 Fuser control Low-voltage suppry supply DC controller Fuser control FREQSNS Current detection circuit +24V FSRD Fuser heater control circuit RLYD Relay control circuit RL101 FSRTH Fuser heater safety circuit Fuser film ass’y TH1 Fuser heater (H1) TP1 TP1: Thermal switch TH1: Thermistor Pressure roller Fuser The printer has the following fuser control functions. Table 1-8 Fuser control functions 14 Failure detection function Supported feature Fuser temperature control Yes Chapter 1 Theory of operation ENWW Table 1-8 Fuser control functions (continued) Failure detection function Supported feature Fuser failure detection Yes Frequency detection circuit failure detection Yes Fuser pressure release mechanism failure detection No Fuser type discrepancy detection No Fuser type identification detection Yes Fuser presence detection No Fuser life detection No Relay failure detection No Pressure roller cleaning Yes Fuser heater protection Fuser heater protection is a feature that detects excessive temperatures in the fuser and interrupts the power supply to the fuser heater. The following three protective components prevent the fuser heater from excessive rising temperature: ENWW ● DC controller: When a thermistor or sub-thermistor detects a temperature above a certain threshold, the DC controller interrupts power to the specific heater. ● Fuser-heater safety circuit: The fuser heater safety circuit monitors the detected temperature of the sub thermistors. ● Thermoswitch: If the temperature in the heaters is abnormally high, and the temperature in the thermoswitch exceeds a specified value, the contact to the thermoswitch breaks. Engine-control system 15 Engine laser/scanner system The laser/scanner system forms the latent electrostatic image on the photosensitive drums inside each of the toner cartridges. The DC controller receives instructions from the formatter regarding the image of the page to be printed. The DC controller signals the lasers to emit light, and the laser beams pass through lenses and onto the scanner mirror, which rotates at a constant speed. The mirror reflects the beam onto the photosensitive drum in the pattern required for the image, exposing the surface of the drum so it can receive toner. The main components of the laser/scanner system, which are controlled by signals sent from the DC controller, are: ● Laser assembly ● Scanner motor assembly ● Beam detect (BD) sensor ● Scanner mirror Figure 1-8 Laser/scanner system DC controller Laser ass’y Scanner mirror BD sensor Scanner motor ass’y Photosensitive drum 16 Chapter 1 Theory of operation ENWW Laser/scanner failure detection The DC controller determines an optical unit failure and notifies the formatter of the error status for the following supported conditions: Failure detection function Supported feature Beam detect (BD) failure detection: A specified BD interval is not detected within a specified period during the scanner motor drive. Yes Laser/scanner motor startup failure: The scanner motor does not reach a specified rotation frequency within a specified period of time from when the laser/scanner starts up. Yes Laser/scanner motor abnormal rotation: The laser/scanner motor does not reach a specified rotational frequency within a specified period of time during a print operation. Yes Laser scanner failure detection A specified laser intensity is not detected. No Safety The laser/scanner assembly has a mechanical laser shutter. For the safety of users and service technicians, the laser shutter interrupts the optical path of the laser/scanner assembly when the top door is opened (SW101). ENWW Engine laser/scanner system 17 Image-formation process The image-formation system creates the printed image on the paper. The system consists of the following components: ● Toner cartridge ● Transfer roller ● Fuser ● Laser/scanner ● High-voltage power supply The DC Controller controls the internal components of the image formation system (according to commands received from the formatter) to form the toner image on the photosensitive drum surface. The toner image is then transferred to the print media and fused. Figure 1-9 Image-formation system The fuser motor (M1) drives the following image formation components: ● Photosensitive drum ● Developing roller ● Primary charging roller (follows the photosensitive drum) ● Transfer roller (follows the photosensitive drum) ● Pressure roller ● Fuser film (follows the pressure roller) NOTE: 18 The primary charging roller and developer roller are located in the toner cartridge. Chapter 1 Theory of operation ENWW Figure 1-10 Fuser motor (M1) and image formation components M1 DC controller Abbreviation Component M1 Fuser motor The following figure shows the toner-level sensor for the image-formation system. ENWW Engine laser/scanner system 19 Figure 1-11 Toner-level sensor Toner level sensor DC controller Table 1-9 Sensors Abbreviation Component Replacement part number Toner-level sensor The image-formation process consists of ten steps divided into five functional blocks. Figure 1-12 Image-formation process : Paper path Latent image formation : Direction of drum rotation 2. Laser beam exposure : Functional block 1. Primary charging : Step Developing 3. Developing Drum cleaning 7. Drum cleaning Delivery 6. Fusing Fusing 20 Chapter 1 Theory of operation 5. Separation 4. Transfer Pickup Transfer ENWW Table 1-10 Image formation process Functional block Steps Description Latent image formation 1. Primary charging An invisible latent image forms on the surface of the photosensitive drums. 2. Laser-beam exposure Development 3. Development Toner adheres to the electrostatic latent image on the photosensitive drum. Transfer 4. Transfer The toner image transfers to the paper. 5. Separation Fusing 6. Fusing The toner fuses to the paper to make a permanent image. Drum cleaning 7. Drum cleaning Residual toner is removed from the drum. Step 1: Primary charging To prepare for latent image formation, the surface of the photosensitive drum is charged with a uniform negative charge. The primary charging roller receives the primary charging bias, and then the roller charges the drum directly. Figure 1-13 Primary charging Primary charging roller Primary charging bias Photosensitive drum ENWW Engine laser/scanner system 21 Step 2: Laser-beam exposure The laser beam scans the photosensitive drum to neutralize the negative charge on portions of the drum surface. An electrostatic latent image forms where the negative charge was neutralized. Figure 1-14 Laser-beam exposure Laser beam Photosensitive drum Step 3: Development Toner acquires a negative charge as a result of the friction from the developing roller rotating against the developing blade. When the negatively charged toner comes in contact with the drum, it adheres to the electrostatic latent image. When the toner is on the drum, the image becomes visible. The developing bias is applied to the developing roller. Figure 1-15 Development Developer roller Developer blade Developing bias Photosensitive drum 22 Chapter 1 Theory of operation ENWW Step 4: Transfer The transfer bias is applied to the transfer roller to give the paper a positive charge. The positively charged paper attracts the negatively charged toner from the photosensitive drum surface. Figure 1-16 Primary transfer Photosensitive drum Paper Transfer roller Transfer bias ENWW Engine laser/scanner system 23 Step 5: Separation The elasticity of the paper and the curvature of the photosensitive drum cause the paper to separate from the drum surface. The static charge eliminator reduces back side static discharge of the paper for stable paper feeding and image quality. Figure 1-17 Separation Photosensitive drum Paper Static charge eliminator Transfer roller Step 6: Fusing The product uses an on-demand fusing method to fuse the toner image onto the media. The toner image is permanently affixed to the print media by the heat and pressure. The fusing bias is applied to the pressure roller to improve image quality. Figure 1-18 Fusing Fuser heater Fuser film Paper Pressure roller Step 7: Drum cleaning The cleaning blade scrapes the residual toner off the surface of the photosensitive drum and deposits it in the toner collection box. The drum is now clear and ready for the next image-formation process. 24 Chapter 1 Theory of operation ENWW Figure 1-19 Drum cleaning Cleaning blade Photosensitive drum Residual toner collection box Toner cartridges The printer has one toner cartridge. Design The toner cartridge is filled with toner and consists of the following components: ● Photosensitive drum ● Developer ● Primary-charging roller ● Memory chip The DC controller rotates the drum motor to drive the photosensitive drum, developing roller, and the primary-charging roller. ENWW Engine laser/scanner system 25 Figure 1-20 Toner cartridge system DC controller E-label Cartridge Primary charging roller Developer roller Photosensitive drum M1 Table 1-11 Toner cartridge functions 26 Function Supported feature Toner cartridge presence detection Yes Toner level detection Yes Toner cartridge life detection Yes Toner cartridge mis-installation detection No Drum discharge No Transfer cleaning Yes Chapter 1 Theory of operation ENWW Memory chip The memory chip is non-volatile memory that stores information about the usage of the toner cartridge and helps protect the customer from counterfeit cartridges. The chip is also used to detect the presence of a cartridge within the printer or when a cartridge is installed in the wrong slot. The printer reads and writes the data in the memory chip. Toner level and cartridge life detection Toner level detection: The DC controller detects the remaining toner in a cartridge by the optical detection method and then notifies the formatter of the remaining toner level. Cartridge life detection: The DC controller detects the cartridge life by monitoring the total operating time or remaining toner level of the toner cartridge. The DC controller determines a cartridge end of life and notifies the formatter when total operating time of the cartridge reaches a specified time or the cartridge runs out of toner. Pickup, feed, and delivery system The DC controller controls the pickup, feed, and delivery system according to commands from the formatter. The pickup, feed, and delivery system uses a series of rollers to move the paper through the printer. The pickup, feed, and delivery system consists of the following three functional blocks. The DC controller controls each block to pick up, feed and deliver the paper. ENWW ● Pickup-and-feed-block: Controls the movement of the paper from each pickup source to the fuser inlet ● Fuser-and-delivery-block: Controls the movement of the paper from the fuser to the delivery destination ● Duplex block: Controls the movement of the paper from the duplex switchback unit to the duplex repickup unit (duplex models only) Pickup, feed, and delivery system 27 Figure 1-21 Pickup, feed, and delivery system Fuser-and-delivery block Simplex paper path Duplex paper path Duplex block Pickup-and-feed block Table 1-12 Pickup, feed, and delivery system functions 28 Function Supported feature Cassette media size detection No Cassette media presence detection Yes Cassette media level detection No Chapter 1 Theory of operation ENWW Table 1-12 Pickup, feed, and delivery system functions (continued) Function Supported feature Cassette lift-down control No Cassette multiple-feed prevention mechanism Yes Multipurpose tray media presence detection Yes Multipurpose tray media width detection No Multipurpose tray last-media detection No Skew-feed prevention mechanism Yes Loop control No Media detection No OHT detection No Image leading edge positioning Yes Media length detection Yes Media width detection Yes Pressure roller pressure release control No Output bin media-full detection Yes Automatic delivery Yes Duplex switchback control (duplex models only) Yes Duplex feed control (duplex models only) Yes Sensors and switches The following figure shows the sensors and switches for the pickup, feed, and delivery system. Figure 1-22 Sensors and switches for the pickup, feed, and delivery system PS4 PS13 PS1a PS3 PS2 PS2a PS1 ENWW Pickup, feed, and delivery system 29 Table 1-13 Photo sensors and switches 30 Abbreviation Component SR1a Media width sensor SR2b Duplex feed sensor (duplex models only) SR1 Cassette media out sensor SR2 TOP sensor SR3 Multipurpose tray media out sensor SR4 Output bin media-full sensor SR13 Fuser output sensor Chapter 1 Theory of operation ENWW Motors, clutches, and solenoids The following figure shows the motors, clutches, and solenoids for the pickup, feed, and delivery system. Figure 1-23 Motors, solenoids, and clutches M1 SL3 SL2 CL1 SL1 Table 1-14 Motors, solenoids, and clutches Abbreviation Component M1 Fuser motor SL1 Cassette pickup solenoid SL2 Multipurpose tray pickup solenoid SL3 Duplex switchback solenoid (duplex models only) CL1 Duplex re-pickup clutch (duplex models only) Jam detection/prevention The printer uses the following sensors to detect the paper as it moves through the paper path and to report to the DC controller if the paper has jammed. ENWW ● Top of page (TOP) sensor (SR2) ● Media width sensor (SR1a) ● Fuser output sensor (SR13) ● Duplex feed sensor (SR2a) Pickup, feed, and delivery system 31 Figure 1-24 Jam detection sensors Simplex paper path Duplex paper path PS13 PS1a PS11 PS2 PS2a PS432 The printer determines that a jam has occurred if one of these sensors detects paper at an inappropriate time. The DC controller stops the print operation and notifies the formatter. Table 1-15 Jams that the printer detects 32 Jam Supported feature No pick jam 1 Yes No pick jam 2 Yes No pick jam 3 Yes No pick jam 4 No Pickup stay jam 1 Yes Pickup stay jam 2 No Pickup stay jam 3 No Pickup stay jam 4 No Fuser delivery delay jam 1 Yes Chapter 1 Theory of operation ENWW Table 1-15 Jams that the printer detects (continued) ENWW Jam Supported feature Fuser delivery delay jam 2 No Fuser delivery delay jam 3 No Fuser delivery delay jam 4 No Fuser delivery stay jam 1 Yes Fuser delivery stay jam 2 No Fuser delivery stay jam 3 No Fuser delivery stay jam 4 No Residual paper jam 1 Yes Residual paper jam 2 Yes Residual paper jam 3 No Residual paper jam 4 No Door open jam 1 Yes Door open jam 2 No Door open jam 3 No Door open jam 4 No Fuser wrap jam1 Yes Fuser wrap jam2 Yes Fuser wrap jam3 No Fuser wrap jam4 No Duplex switchback jam1 No Duplex switchback jam2 No Duplex switchback jam3 No Duplex switchback jam4 No Duplex re-pickup jam 1 Yes Duplex re-pickup jam 2 No Duplex re-pickup jam 3 No Duplex re-pickup jam 4 No Delivery delay jam 1 No Delivery delay jam 2 No Delivery delay jam 3 No Delivery delay jam 4 No Delivery stay jam 1 No Delivery stay jam 2 No Pickup, feed, and delivery system 33 Table 1-15 Jams that the printer detects (continued) 34 Jam Supported feature Delivery stay jam 3 No Delivery stay jam 4 No Multiple feed jam 1 No Multiple feed jam 2 No Multiple feed jam 3 No Multiple feed jam 4 No Chapter 1 Theory of operation ENWW Paper feeder (optional Tray 3) This section describes the paper feeder (optional Tray 3). Basic operation The paper feeder is optionally installed at bottom of the printer. It picks up the print media and feeds it to the printer. The paper DC controller controls the operational sequence of the paper feeder. Paper path The figure below shows the optional Tray 3 paper path. Figure 1-25 Optional Tray 3 paper path Paper feeder controller The figure below shows the paper feeder controller block diagram. The table in this section describes the paper feeder electrical components. ENWW Paper feeder (optional Tray 3) 35 Figure 1-26 Paper feeder controller 550-sheet paper feeder Motor +3.3VB +24VD Clutch Paper feeder controller DC controller Solenoid Photointerruptor Switch Table 1-16 Electrical component list, paper feeder Component type Abbreviation Component name Motor M5 Lifter motor Solenoid SL4 Cassette pickup solenoid Clutch CL2 Feed clutch (Note) Switch SW3 Cassette detection switch Photointerrupter PS460 Media surface sensor PS461 Cassette media out sensor Motor control The paper feeder uses one motor for the cassette lift-up operation. Table 1-17 Motors, paper feeder Component name M5 1 Components driven Lifter motor1 Lifts up the cassette The paper feeder does not detect lifter motor failures. Pickup and feed operation The paper feeder picks up the sheet of paper one by one in the paper feeder cassette and feeds it to the printer. Electrical components, pickup and feed The figure below shows the paper feeder electrical components. The table in this section describes the electrical components. 36 Chapter 1 Theory of operation ENWW Figure 1-27 Electrical components, pickup and feed M1 SL4 PS460 SW3 PS461 M5 Table 1-18 Electrical components, pickup and feed 1 Abbreviation Component name M1 Fuser motor1 M5 Lifter motor SL4 Cassette pickup solenoid SW3 Cassette detection switch PS460 Media surface sensor PS461 Cassette media out sensor This motor is located in the printer. Other functions The paper feeder has the following pickup and feed functions. Table 1-19 Other functions, paper feeder ENWW Function Supported feature Cassette lift-up control Yes Cassette presence detection Yes Cassette media size detection No Cassette media stack surface detection Yes Cassette media out detection Yes Cassette media level detection No Multiple-feed prevention Yes Automatic delivery Yes Paper feeder (optional Tray 3) 37 Jam detection The DC controller in the printer detects jams during the paper feeder pickup and feed operation. See Jam detection/prevention on page 31. 38 Chapter 1 Theory of operation ENWW 2 ENWW Solve problems ● For additional service and support ● Solve problems checklist ● Troubleshooting process ● Tools for troubleshooting ● Clear paper jams ● Solve paper-handling problems ● Solve image quality problems ● Clean the printer ● Solve performance problems ● Solve connectivity problems ● Service mode functions ● Solve fax problems (fax models only) ● Solve email problems (M426, M427 printes) ● Manually update the firmware 39 For additional service and support HP service personnel, go to the Service Access Work Bench (SAW) at http://h41302.www4.hp.com/km/saw/ home.do. Channel partners, go to HP Channel Services Network (CSN) at https://h30125.www3.hp.com/hpcsn. At these locations, find information on the following topics: ● Install and configure ● Printer specifications ● Up-to-date control panel message (CPMD) troubleshooting ● Solutions for printer issues and emerging issues ● Remove and replace part instructions and videos ● Service advisories ● Warranty and regulatory information To access HP PartSurfer information from any mobile device, go to http://partsurfermobile.hp.com/ or scan the Quick Response (QR) code below. 40 Chapter 2 Solve problems ENWW Solve problems checklist ● Solve problems checklist Solve problems checklist If the printer is not correctly functioning, complete the steps (in the order given) in the following checklist. If the printer fails a checklist step, follow the corresponding troubleshooting suggestions for that step. If a checklist step resolves the problem, skip the remaining checklist items. 1. 2. Make sure that the printer is set up correctly. a. Press the power button to turn on the printer or to deactivate the Auto-Off mode. b. Check the power-cable connections. c. Make sure that the line voltage is correct for the printer power configuration. See the label that is on the printer for voltage requirements. If you are using a power strip and its voltage is not within specifications, plug the printer directly into the wall. If it is already plugged into the wall, try a different outlet. Check the cable connections. a. Check the cable connection between the printer and the computer. Make sure that the connection is secure. b. Make sure that the cable itself is not faulty, by using a different cable if possible. c. Check the network connection: Make sure that the network light is lit. The network light is next to the network port on the back of the printer. If the printer remains unable to connect to the network, uninstall and then reinstall the printer. If the error persists, contact a network administrator. 3. Check to see if any messages appear on the control panel. 4. Make sure that the paper you are using meets specifications. 5. Make sure that the paper is loaded correctly in the input tray. 6. Make sure that the printer software is installed correctly. 7. Verify that you have installed the printer driver for this printer, and that you are selecting this printer from the list of available printers. 8. Print a configuration page. a. 2-line control panels: On the printer control panel, press the OK button. Touchscreen control panels: From the Home screen on the printer control panel, touch the Setup button. ENWW b. Open the Reports menu. c. Select Configuration Report. Solve problems checklist 41 After printing the configuration page, check the following: 9. a. If the page does not print, verify that the input tray contains paper and that the paper is properly loaded. b. Make sure that the toner cartridge is installed correctly. c. If the page jams in the printer, clear the jam. d. If the print quality is unacceptable, complete the following steps: ● Verify that the print settings are correct for the paper you are using. ● Solve print-quality problems. Print a small document from a different program that has printed in the past. If this solution works, then the problem is with the program you are using. If this solution does not work (the document does not print), complete these steps: a. Try printing the job from another computer that has the printer software installed. b. Check the cable connection. Direct the printer to the correct port, or reinstall the software, selecting the connection type you are using. Print the menu map To more easily navigate individual settings, print a report of the complete printer menus. 1. 2-line control panels: On the printer control panel, press the OK button. Touchscreen control panels: From the Home screen on the printer control panel, touch the Setup button. 2. Open the Reports menu. 3. Select Menu Structure. Print a configuration page Print a configuration page to test the printer. 1. 2-line control panels: On the printer control panel, press the OK button. Touchscreen control panels: From the Home screen on the printer control panel, touch the Setup button. 42 2. Open the Reports menu. 3. Select Configuration Report. Chapter 2 Solve problems ENWW Print the service page (includes the event log) Printing the service page provides a list of printer settings that might be helpful in the troubleshooting process, as well as the event log, which stores the last 10 error events that the printer experienced. 1. 2-line control panels: On the printer control panel, press the OK button. Touchscreen control panels: From the Home screen on the printer control panel, touch the Setup button. 2. Open the Reports menu. 3. Select the Service Page option to print the report. The event log is located in the lower right-hand corner of the service page. Print the demo page Print a product demo page. 2-line control panels ▲ With the printer in the Ready state, press the OK button and the Cancel button at the same time. Touchscreen control panels ENWW 1. From the Home screen on the printer control panel, touch the Setup 2. Open the Reports menu. 3. Select Demo Page. button. Solve problems checklist 43 Troubleshooting process ● Determine the problem source ● Power subsystem ● Control panel checks Determine the problem source When the printer malfunctions or encounters an unexpected situation, the printer control panel alerts the user to the situation. This section contains a pre-troubleshooting checklist to filter out many possible causes of the problem. Use the troubleshooting flowchart to help diagnose the root cause of the problem. The remainder of this chapter provides steps for correcting problems. ● Use the troubleshooting flowchart to pinpoint the root cause of hardware malfunctions. The flowchart provides guides to the sections of this chapter that contain steps to correct the malfunction. Before beginning any troubleshooting procedure, check the following issues: ● Are supply items within their rated life? ● Does the configuration page reveal any configuration errors? NOTE: The customer is responsible for checking supplies and for using supplies that are in good condition. Pre-troubleshooting checklist The following table includes basic questions to ask the customer to quickly help define the problem(s). General topic Questions Environment ● Is the printer installed on a solid, level surface (+/- 1°)? ● Is the power-supply voltage within ± 10 volts of the specified power source? ● Is the power-supply plug inserted in the printer and the outlet? ● Is the operating environment within the specified parameters? ● Is the printer exposed to ammonia gas, such as that produced by diazo copiers or office cleaning materials? NOTE: Diazo copiers produce ammonia gas as part of the copying processes. Ammonia gas (from cleaning supplies or a diazo copier) can have an adverse effect on some printer components (for example, the toner cartridge OPC). Media Input trays 44 Chapter 2 Solve problems ● Is the printer exposed to direct sunlight? ● Does the customer use only supported media? ● Is the media in good condition (no curls, folds, or distortion)? ● Is the media stored correctly and within environmental limits? ● Is the amount of media in the tray within specifications? ● Is the media correctly placed in the tray? ● Are the paper guides aligned with the stack? ● Is the tray correctly installed in the printer? ENWW General topic Questions Toner cartridge ● Is the toner cartridge installed correctly? Transfer unit and fuser ● Are the transfer unit and fuser installed correctly? Covers ● Is the toner cartridge door closed? Condensation ● Does condensation occur following a temperature change (particularly in winter following cold storage)? If so, wipe affected parts dry or leave the printer on for 10 to 20 minutes. ● Was a toner cartridge opened soon after being moved from a cold to a warm room? If so, allow the toner cartridge to sit at room temperature for 1 to 2 hours. ● Check for and remove any non-HP components (toner cartridges, memory modules, and EIO cards) from the printer. ● If the hardware or software configuration has not changed or the problem is not associated with any specific software, see the complete service manual for this printer. ● Remove the printer from the network and ensure that the failure is associated with the printer before beginning troubleshooting. ● For any print-quality issues, calibrate the printer. Miscellaneous ENWW Troubleshooting process 45 Determine the problem source The following table includes basic questions to ask the customer to quickly help define the problem or problems. General topic Questions Environment ● Is the printer installed on a solid, level surface (± 1°)? ● Is the power-supply voltage within ± 10 volts of the specified power source? ● Is the power-supply plug inserted in the printer and the outlet? ● Is the operating environment within the specified parameters? ● Is the printer exposed to ammonia gas, such as that produced by diazo copiers or office cleaning materials? NOTE: Diazo copiers produce ammonia gas as part of the coping processes. Ammonia gas (from cleaning supplies or a diazo copier) can have an adverse affect on some printer components (for example, the toner cartridge imaging drum). ● Is the printer exposed to direct sunlight? ● Does the customer use only supported paper? ● Is the paper in good condition (no curls, folds, or distortion)? ● Is the paper stored correctly and within environmental limits? ● Is the amount of paper in the tray within specifications? ● Is the paper correctly placed in the tray? ● Are the paper guides aligned with the stack? ● Is the toner cartridge installed correctly and firmly seated? ● Has the sealing tape been removed from the toner cartridge? ● Is the toner cartridge within its estimated life? (Check the supplies status page.) Transfer roller and fuser ● Are the transfer roller and fuser installed correctly? Covers ● Are the front and rear doors firmly closed? Condensation ● Does condensation occur following a temperature change (particularly in winter following cold storage)? If so, wipe affected parts dry or leave the printer on for 90 to 120 minutes. ● Was a toner cartridge opened soon after being moved from a cold to a warm room? If so, allow the toner cartridge to sit at room temperature for 1 to 2 hours. ● Check for and remove any non-HP components (for example, a toner cartridge) from the printer. ● Remove the printer from the network and make sure that the failure is with the printer before beginning troubleshooting. Paper Input tray Supplies Miscellaneous 46 Chapter 2 Solve problems ENWW Power subsystem Power-on checks When you turn on the printer, if it does not make any sound or if the control-panel display is blank, check the following items: ● Verify that the printer is plugged directly into an active electrical outlet that has the correct voltage. Do not plug the printer into a surge protector or power strip. ● Verify that the on/off switch is in the on position. ● Verify that the formatter is seated and operating correctly. ● Remove any HP Jetdirect accessories or other devices, and then try to turn the printer on again. ● Make sure that the control-panel display is connected. ● Check the two fuses on the power supply. ● If necessary, replace the power supply. ● If necessary, replace the DC controller. Control panel checks The printer includes diagnostic tests for the control panel. This mode allows for troubleshooting issues with the LEDs (2-line control panels), display, and the buttons. 1. Open the secondary service menu. 2-line control panels a. From the printer control panel, press the OK button. b. Press and hold the left arrow c. Press the Cancel d. Press the OK button to reopen the Setup menu. e. Scroll to the 2ndary Service menu, and then press the OK button. button. button. Touchscreen control panels 2. ENWW a. From the Home screen on the printer control panel, touch the Setup b. Touch the space between the Home c. Touch the Back d. Touch the Setup e. Scroll to and touch the 2ndary Service menu. and Help button. buttons. button. button. Select one of the following tests: Troubleshooting process 47 48 ● LED test: Test the LED lights on 2-line control panels. The touchscreen control panels do not have any LEDs. ● Display Test: Test the control panel display. ● Button Test: Test the control panel buttons. Chapter 2 Solve problems ENWW Tools for troubleshooting The section describes the tools that can help solve problems with the printer. Component diagnostics LED diagnostics Network LEDs (network models only) The onboard network solution has two network port LEDs. When the printer is connected to a properly working network through a network cable, the yellow LED indicates network activity, and the green LED indicates the link status. A blinking yellow LED indicates network traffic. If the green LED is off, a link has failed. For link failures, check all of the network cable connections. In addition, you can try to manually configure the network card link speed setting by using the printer control-panel. Change the Link Speed setting on an LCD control panel 1. At the printer control panel, press the OK button to open the menus. 2. Select the Network Setup menu, and then press the OK button. 3. Select the Link Speed item, and then press the OK button. 4. Select the appropriate link speed, and then press the OK button. Change the Link Speed setting on a touchscreen control panel 1. From the Home screen on the printer control panel, touch the Setup 2. Scroll to, and then touch the Network Setup menu. 3. Scroll to, and then touch Link Speed item. 4. Touch the appropriate link speed. button. Control panel LEDs The state of the Ready light and Attention light on the printer signal the printer status. The following table outlines the possible control-panel light states. 1 ENWW Printer state Ready light state Attention light state Initializing Blinking Blinking Ready On Off Receiving data/processing job or cancelling job Blinking Off Error message Off Blinking Fatal error (49 or 79 error)1 On On The printer will power off and then power on after one of these errors occurs. Tools for troubleshooting 49 Engine diagnostics Engine test When the engine test is performed, a test page with horizontal lines prints if the engine is functioning correctly. To perform the test do one of the following (with the printer in the Ready state): ● Simplex printers: Depress and hold the cartridge door release button, and then open and shut the cartridge door three times within a three second time period. A single-sided test page prints. ● Duplex printers: Depress and hold the cartridge door release button, and then open and shut the cartridge door four times within a three second time period. A double-sided test page prints. NOTE: A single-sided test page prints if the duplex function is disabled. 50 Chapter 2 Solve problems ENWW Diagrams Use the diagrams in this section to identify printer components. Diagrams: Block diagrams Cross-sectional view of printer Figure 2-1 Cross-sectional view of printer 1 2 4 3 5 6 20 21 Item ENWW Description 7 8 19 18 17 9 16 15 Item 10 11 14 13 12 Description 1 Fuser output roller 12 Feed roller 2 Duplex flapper (duplex models only) 13 Cassette feed roller 3 Output roller 14 Cassette separation roller 4 Fuser film 15 Cassette pickup roller 5 Fuser 16 Duplex re-pickup roller (duplex models only) 6 Photosensitive drum 17 Registration roller 7 Laser scanner assembly 18 Cassette 8 Toner cartridge 19 Transfer roller 9 Registration shutter 20 Duplex feed roller (duplex models only) 10 Multipurpose tray pickup roller 21 Pressure roller 11 Multipurpose tray separation pad Tools for troubleshooting 51 Cross-sectional view of 550–sheet paper feeder Figure 2-2 Cross-sectional view of 500–sheet paper feeder 1 Item 52 Description 2 Item 3 4 Description 1 Cassette 4 Feed roller 2 Cassette pickup roller 5 Cassette separation roller 3 Cassette feed roller Chapter 2 Solve problems 5 ENWW Diagrams: Printed circuit assembly (PCA) connector locations ● Diagrams: DC controller connections ● Paper feeder controller PCA Diagrams: DC controller connections Each of the connections on the DC controller PCA is indicated in the following figure. Figure 2-3 DC controller PCA connectors J4 J5 J10 J2 J6 J9 J3 J8 J1 J7 Table 2-1 DC controller connectors Item Description Item J1 Low-voltage power supply assembly J2 High-voltage power supply PCA Duplex feed sensor (duplex models only) J3 Formatter TOP sensor J4 Laser assembly J8 Cassette media out sensor J5 Connector PCA J9 Multipurpose tray media out sensor J6 Output bin media-full sensor J10 Memory tag (E-label) Fuser output sensor J7 Description Media-width sensor Loop sensor Thermistor ENWW Tools for troubleshooting 53 Paper feeder controller PCA Figure 2-4 Paper feeder controller PCA connectors J604 J600 J603 J602 J601 J605 Table 2-2 Paper feeder controller PCA connectors Item Description Item Description J600 Printer J603 Media surface sensor J601 Cassette detection switch J604 Cassette pickup solenoid J602 Cassette media out sensor J605 Lifter motor Diagrams: External plug and port locations Figure 2-5 M402, M403 external plugs and ports locations 1 2 3 4 Table 2-3 M402, M403 external plugs and ports Item 1 Description USB port (for job storage and private printing) NOTE: 54 This port might be covered Chapter 2 Solve problems ENWW Table 2-3 M402, M403 external plugs and ports (continued) Item Description 2 USB interface port 3 Ethernet port 4 Power connection Figure 2-6 M426, M427 external plug and port locations 1 2 3 4 5 6 Table 2-4 M426, M427 external plugs and ports Item 1 Description USB port (for job storage and private printing) NOTE: ENWW This port might be covered 2 USB interface port 3 Ethernet port 4 Telephone “line out” port (for attaching an extension phone, answering machine, or other device) 5 Fax “line in” port (for attaching the fax phone line to the printer) 6 Power connection Tools for troubleshooting 55 Diagrams: Locations of major components Major components (printer base) Figure 2-7 Major components (printer base) 3 1 2 Table 2-5 Major components (printer base) 56 Item Description 1 Fuser 2 Registration assembly 3 Laser/scanner assembly Chapter 2 Solve problems ENWW Motor and fan Figure 2-8 Motor and fan 1 2 Table 2-6 Motor and fan (printer base) ENWW Item Description 1 Fuser motor (M1) 2 Main fan (FM1) Tools for troubleshooting 57 Rollers and pads (printer base) Figure 2-9 Rollers and pads (printer base) 1 4 2 5 3 Table 2-7 Rollers and pads (printer base) 58 Item Description Item Description 1 Transfer roller 4 MP tray pickup roller 2 MP tray separation pad 5 Pickup roller assembly 3 Separation roller assembly Chapter 2 Solve problems ENWW PCAs (printer base) Figure 2-10 Main PCAs (printer base) 2 1 3 Table 2-8 Main PCAs (printer base) ENWW Item Description Item Description 1 High-voltage power supply assembly Not shown Formatter PCA 2 DC controller PCA Not shown Wireless PCA (wireless models only) 3 Low-voltage power supply assembly Not shown Fax PCA (fax models only) Tools for troubleshooting 59 60 Chapter 2 Solve problems 14 Main fan (FM1) 13 Transfer bias 12 Developing bias 11 Primary charging bias 10 Fuser heater 9 Fuser motor (M1) 7 Scanner motor (M3) 6 BD signal 5 Fuser output sensor (PS13) 4 TOP sensor (PS2) 2 Cassette pickup solenoid (SL1) 1 Print command Power ON WAIT Timing chart two consecutive prints on LTR paper STBY INTR PRINT LSTR STBY Diagrams: Timing chart Figure 2-11 General timing chart ENWW Diagrams: Circuit diagrams Figure 2-12 General circuit diagram (printer base) SL4 6 SW3 PS461 6 2 5 3 4 4 3 5 6 5 4 CSTSL /BLMACC /BLMDEC BLMFG PWRLED_PWR PWRLED_ON PWRSW 4 5 6 7 8 9 10 11 12 13 14 /LDPWM /BDI +3.3VB SGND SGND /VDO2 VDO2 SGND VDO1 /VDO1 SGND LDCTRL2 LDCTRL1 LDCTRL0 13 12 11 10 9 8 7 6 5 4 3 2 1 4 15 16 17 18 +5.4V +24VA SGND +24VBSNS 15 16 17 18 3 22 J509 Contorl panel (Magic frame) Contorl panel LCD PCA 8 7 6 5 4 3 2 1 1 2 3 4 5 6 7 8 9 2 9 NFC PCA 6 J506 2 4 8 J503 1 4 3 J504 Contorl panel SW PCA 6 3 5 5 6 6 WiFi J505 6 6 14 5 2 2 13 2 1 5 1 USB PCA J508 1 5 12 1 8 4 8 J507 3 7 +5V J1302A /CPRESET 1 11 6 2 24VCON 5 6 FANON 3 4 /CPCLK FANLOCK 2 3 3 TRNCLK 1 J301 2 5 14 8 1 1 4 CPCLK 13 7 J1302S TP TP1 3 CPIN 4 12 6 +3.3VC 2 2 GND 5 11 TRCRNT +3.3VC +3.3VC SGND SGND +24VD +3.3VC LVPSGND SGND SGND AC-N AC-H +3.3V 6 J44 7 9 DEVACCLK 1 2 3 22 Formatter 21 1 10 DEVACPWM 4 J204S J206S J205S J207S J208A J209A J204A J206A J207A 20 2 TRPCLK 8 3 22 J510 16 J205A 19 3 10 7 5 2 FM1 4 18 4 J33 5 TRPWM 6 DEVDCSNS 12 3 15 9 5 11 1 10 TNR 9 PRIACPWM CLEI 8 PRIDCPWM GND 7 PRIACCLK CLEO 6 4 SGND 5 3 12 /BDO 2 11 SGND 1 10 /VDO1 2 14 8 1 2 VIN(BL) 3 VSS(W) 2 9 VDO1 4 8 3 7 2 6 5 /VDO2 SGND 1 VDO2 SGND 4 2 3 1 FREQSNS_LVT /3.3VCON 1 12 2 1 14 J18 1 1 2 3 5 4 6 7 8 9 10 11 12 13 TH1 1 2 11 5 7 MPTSL PWRSAVE2 2 2 1 1 J410L J410DH J410D 2 J407 11 J104 J110 1 2 1 +24VD 8 DUPSWBKSL 3.3VA FSRD RLYD 24VDON 1 10 12 (MPTSL) 9 REFEEDCL 14 LVPS_GND 2 J210 J203 J211 1 9 13 PGND 10 OPTPICKSL(SO) 15 24VA 24VD 3 PS4 7 /SCNDEC +24VD 11 OPTPLVLSNS(SI) 16 17 18 19 +3.3VB(Y) MPTPSNS(W) SGND(BR) +3.3VB(R) SGND(BR) CSTPSNS(W) 4 J406 16 /SCNACC 12 OPTLIFTMT AIRTMP 13 OPTSNSAD /SCNDEC 14 +3.3VB /SCNACC 15 SGND 1 16 2 17 3 19 J4123 J4122 J4121 J4013 J4012 PWSNSAND(W) SGND(R) TOPSNS(GY) REFEEDSNS(V) +3.3VB(BR) MAINTH FSROUTSNS NFCS +3.3VB SGND FULLSNS 4 AC-H 3 19 1 18 PS3 PS1 J4011 J7015 J7014 J7013 J7012 +3.3VB(BL) SGND(W) J341 J4204 +24VD +24VD (REFEEDCL) OPTPICKSL OPTSNSAD OPTLIFTMT OPTPLVLSNS SGND +24VD +3.3VB M3 14 4 3 2 1 PS2b J7011 TAG TOPSNS(BR) 2 20 AC-N 17 6 (CSTSL) /BLMACC /BLMDEC PGND +24VD +24VD BLMFG PGND PWRLED_ON PWRLED_PWR SGND AIRTMP PWRSW +24VD (DUPSWBKSL) +24VD 7 1 (REFEEDCL) 2 6 M J811 2 3 4 2 3 4 PS1a J4033 J4032 J4031 SOLD210 SOLD211 13 10 J802 Laser PCA PS2 1 2 3 4 2 2 7 J691D J691DH 1 SGND OPTCSTSNS +3.3VB(Y) OPTCSTPSNS(GN) +3.3VB(V) SGND(BR) SGND(BR) OPTPLVLSNS(GN) 3 1 8 15 3 4 21 +24VD +24VD LVPS_GND LVPS_GND 6 1 2 J213 1 22 1 CPOUT 8 14 Low-voltage power supply PCA 5 6 J201 FANON J501 17 1 2 3 4 5 6 7 8 9 J2 J3 High-voltage power supply PCA 12 PS13 18 10 7 3 2 1 2 1 9 J212 FU2 J4202 +3.3VB(GY) J13D J691LH J691L SOLD6122 SOLD6121 J4613 J4612 J4611 J4603 J4602 J4601 +24VD(BR) OPTLIFTMT(W) J4203 NFCS(BL) 9 10 8 7 6 5 4 3 GND SGND FU1 1 18 12 J1 J6 FANLOCK MAINTH 2 1 J4201 FSROUTSNS(GN) J405 2 3 4 5 6 SGND(BR) Inlet J9 J4 J5 J10 14 19 1 2 3 1 2 3 1 2 3 4 5 J8 J7 J105 J106 SL2 SL1 1 2 1 2 1 2 3 4 5 6 7 1 2 3 4 5 J102 J109 J107 1 D C B A 61 Tools for troubleshooting ENWW +24VD OPTPICKSL J700 2 1 6 5 4 3 2 1 3 2 1 Connector PCA Paper feeder controller PCA 1 J101 4 3 2 1 1 1 2 1 2 1 2 3 4 5 6 7 1 2 3 4 5 J111A J103 J600 J601 6 7 1 2 1 2 3 1 2 3 1 J602 J603 J605 J604 1 2 1 2 J13DH 2 1 J13L 7 6 5 4 3 2 2 1 J111B J705 J701 1 2 3 4 5 6 7 2 1 5 4 3 2 1 2 1 3 2 1 J13B J13A M J692L J692DH J692D 1 SL SL M1 SW1 2 M 1 2 CL CL LED1 CL1 CL1 1 2 1 2 SL 1 2 SL3 PS460 SL 2 2 1 M5 1 2 2 1 2 1 2 Laser/scanner ass’y DC controller H1 +24VD +24VD LVPS_GND LVPS_GND Advanced configuration with HP Embedded Web Server (EWS) and HP Device Toolbox (Windows 7) Use the HP Embedded Web Server to manage printing functions from a computer instead of the printer control panel. ● View printer status information ● Determine the remaining life for all supplies and order new ones ● View and change tray configurations ● View and change the printer control-panel menu configuration ● View and print internal pages ● Receive notification of printer and supplies events ● View and change network configuration The HP Embedded Web Server works when the printer is connected to an IP-based network. The HP Embedded Web Server does not support IPX-based printer connections. Internet access is not needed to open and use the HP Embedded Web Server. When the printer is connected to the network, the HP Embedded Web Server is automatically available. NOTE: HP Device Toolbox is software used to connect to the HP Embedded Web Server when the printer is connected to a computer via USB. It is available only if a full installation was performed when the printer was installed on a computer. Depending on how the printer is connected, some features might not be available. NOTE: The HP Embedded Web Server is not accessible beyond the network firewall. Method one: Open the HP Embedded Web Server (EWS) from the Start menu 1. Click the Start button, and then click the Programs item. 2. Click the HP printer group, and then click the HP Device Toolbox item. Method two: Open the HP Embedded Web Server (EWS) from a Web browser 1. Use one of the following methods to obtain the IP address based on your printer model: M402, M403 ● On the printer control panel, press the OK button. Open the Network Setup menu, and then select Show IP Address to display the IP address or host name. M426, M427 ● From the Home screen on the printer control panel, touch the Connection Information button, and then touch the Network Connected display the IP address or host name. 62 Chapter 2 Solve problems button or the Network Wi-Fi ON button to ENWW 2. Open a Web browser, and in the address line, type the IP address or host name exactly as it displays on the printer control panel. Press the Enter key on the computer keyboard. The EWS opens. NOTE: If the Web browser displays a There is a problem with this website’s security certificate message when attempting to open the EWS, click Continue to this website (not recommended). Choosing Continue to this website (not recommended) will not harm the computer while navigating within the EWS for the HP printer. Tab or section Description Home tab ● Provides printer, status, and configuration information. Device Status: Shows the printer status and shows the approximate percent life remaining of HP supplies. ● Supplies Status: Shows the approximate percent life remaining of HP supplies. Actual supply life remaining can vary. Consider having a replacement supply available to install when print quality is no longer acceptable. The supply does not need to be replaced unless the print quality is no longer acceptable. ● Device Configuration: Shows the information found on the printer configuration page. ● Network Summary: Shows the information found on the printer network configuration page. ● Reports: Print the configuration and supplies status pages that the printer generates. ● Job Storage Log: Shows a summary of all jobs stored in the printer memory. ● Event Log: Shows a list of all printer events and errors. System tab ● Device Information: Provides basic printer and company information. Provides the ability to configure the printer from your computer. ● Paper Setup: Change the default paper-handling settings for the printer. ● Print Quality: Change the default print-quality settings for the printer. ● Energy Settings: Change the default times for entering Sleep/Auto Off mode or automatic shut down. ● Job Storage Setup: Configure the job storage settings for the printer. ● Print Density: Change the print density of contrasts, highlights, midtones, and shadows ● Paper Types: Configure print modes that correspond to the paper types that the printer accepts. ● System Setup: Change the system defaults for the printer. ● Supply Settings: Change the settings for Cartridge is low alerts and other supplies information. ● Service: Perform the cleaning procedure on the printer. ● Save and Restore: Save the current settings for the printer to a file on the computer. Use this file to load the same settings onto another printer or to restore these settings to this printer at a later time. ● Administration: Set or change the printer password. Enable or disable printer features. NOTE: The System tab can be password-protected. If this printer is on a network, always consult with the administrator before changing settings on this tab. ENWW Tools for troubleshooting 63 Tab or section Description Print tab ● Provides the ability to change default print settings from your computer. Printing: Change the default printer print settings, such as number of copies and paper orientation. These are the same options that are available on the control panel. ● PCL5c: View and change the PCL5c settings. ● PostScript: Turn off or on the Print PS Errors feature. Fax tab ● Receive Options: Configure how the printer handles incoming faxes. (M426, M427 models only) ● Phone Book: Add or delete entries in the fax phone book. ● Junk Fax List: Set fax numbers to block from sending faxes to the printer. ● Fax Activity Log: Review recent fax activity for the printer. Scan tab Configure the Scan to Network Folder and Scan to E-mail features. (M426, M427 models only) ● Network Folder Setup: Configure folders on the network to which the printer can save a scanned file. ● Scan to E-mail Setup: Begin the process to set up the Scan to E-mail feature. ● Outgoing E-mail Profiles: Set an email address that will appear as the “from” address for all emails sent from the printer. ● Default SMTP Configuration: Configure the SMTP Server information. ● E-mail Address Book: Add or delete entries in the email address book. ● Network Contacts Setup: Configure the printer to connect to a network address book. ● E-mail Options: Configure a default subject line and body text. Configure default scan settings for emails. Networking tab (Network-connected printers only) Provides the ability to change network settings from your computer. HP Web Services tab Network administrators can use this tab to control network-related settings for the printer when it is connected to an IP-based network. It also allows the network administrator to set up Wi-Fi Direct functionality. This tab does not appear if the printer is directly connected to a computer. Use this tab to set up and use various Web tools with the printer. Internal print-quality test pages Clean the paper path During the printing process, paper, toner, and dust particles can accumulate inside the printer. Over time, this buildup can cause print-quality problems such as toner specks or smearing. This printer has a cleaning mode that can correct and prevent these types of problems. Clean the paper path (LCD control panel) 64 1. On the printer control panel, press the OK button to open the menus. 2. Open the following menus: Chapter 2 Solve problems ENWW 3. ● Service ● Cleaning Page Load plain paper in Tray 1, and then press the OK button to start the cleaning process. Wait until the process is complete. Discard the page that prints. Clean the paper path (touchscreen control panel) 1. From the Home screen on the printer control panel, touch the Setup 2. Touch the Service menu. 3. Touch the Cleaning Page button. 4. Load plain letter or A4 paper when you are prompted. 5. Touch the OK button to begin the cleaning process. button. Wait until the process is complete. Discard the page that prints. Print the configuration page The configuration page lists current printer settings and properties. This page also contains a status log report. To print a configuration page, complete one of the following procedures. Print the configuration page from an LCD control panel 1. On the printer control panel, press the OK button to open the menus. 2. Use the arrow buttons to select the Reports menu, and then press the OK button. 3. Use the arrow buttons to select the Configuration Report item, and then press the OK button to print the report. Print the configuration page from a touchscreen control panel ENWW 1. From the Home screen on the printer control panel, touch the Setup 2. Touch the Reports menu. 3. Touch the Configuration Report button to print the report. button. Tools for troubleshooting 65 Print-quality troubleshooting tools Repetitive image defect ruler Defects on printer rollers can cause image defects to appear at regular intervals on the page, corresponding to the circumference of the roller that is causing the defect. Measure the distance between defects that recur on a page (See Use a ruler to measure between repetitive defects on page 66). Use the following table or the repetitive-defect ruler to determine which roller is causing the defect. To resolve the problem, try cleaning the roller first. If the roller remains dirty after cleaning or if it is damaged, replace the part that is indicated in the following table. CAUTION: Do not use solvents or oils to clean rollers. Instead, rub the roller with a lint-free cloth. If dirt is difficult to remove, rub the roller with a lint-free cloth that has been dampened with water. NOTE: The following table replaces the graphical repetitive defect ruler. You can make your own ruler by using these measurements. For the most accurate results, use a metric ruler. Table 2-9 Repetitive defects Component Distance between defects Primary charging roller1 28 mm (1.10 in) Developer roller 31 mm (1.22 in) Transfer roller 39 mm (1.54 in) Registration roller 43 mm (1.69 in) Cassette separation roller 44 mm (1.73 in) Cassette pickup roller 50 mm (1.97 in) 1 Cassette feed roller Fuser film 57 mm (2.24 in) Pressure roller2 63 mm (2.48 in) Photosensitive drum1 75 mm (2.95 in) 1 2 The primary charging roller, photosensitive drum and developer roller cannot be cleaned as these rollers are located inside the toner cartridge. If any of these rollers are indicated, replace the toner cartridge. The primary fuser sleeve unit or pressure roller cannot be cleaned because they are internal assemblies in the fuser. If one of these assemblies is causing the defect, replace the fuser. Use a ruler to measure between repetitive defects The figures in this section shows color repetitive defect pages. However, the process for measuring repetitive defects is valid for mono pages. 1. Identify a repetitive defect on the page. TIP: 66 Print a cleaning page to see if that resolves the defect. Chapter 2 Solve problems ENWW The example pages below show the following types of repetitive defects. NOTE: These are examples only, other types of repetitive defects might appear on a page. ● Lines (callout 1) ● Smudges (callout 2) ● Dots or spots (callout 3) Figure 2-13 Examples of repetitive defects 1 2 3 ENWW Tools for troubleshooting 67 2. Position a metric ruler on the page with the “zero” ruler mark at one occurrence of the defect (callout 1). Figure 2-14 Place the ruler on the page 1 3. Locate the next occurrence of the defect (callout 1). Figure 2-15 Locate the next repetitive defect 1 68 Chapter 2 Solve problems ENWW 4. Measure the distance (in millimeters) between the two occurrences (callout 1), and then use Table 2-9 Repetitive defects on page 66 to determine the defective assembly. TIP: Always measure from and to the same point on the defects. For example, if the ruler is “zeroed” at the top edge of a defect, measure to the top edge of the next occurrence of that defect. Figure 2-16 Determine the defective assembly 1 ENWW Tools for troubleshooting 69 Control panel menus ● HP Web Services menu ● Reports menu ● Quick Forms menu ● USB Flash Drive menu ● System Setup menu ● Service menu ● Network Setup menu HP Web Services menu Use the HP Web Services menu to set up the HP Web Services features. Menu item Description Print Information Sheet Prints a report that instructs the user how to set up the HP Web Services features. Display Address Displays the printer email address. Turn ePrint On/Off Enables or disables the printer HP ePrint functionality. Turn Apps On/Off Enables or disables the printer HP Web Services applications. Enable Web Services Enables the HP Web Services features. Remove Services Removes the HP Web Services features from the printer. Clear Apps History Deletes the stored history of the printer HP Web Services applications. Proxy Settings Allows you to enter proxy server information for the printer internet connection. Reports menu Use the Reports menu to print reports that provide information about the printer. 70 Menu item Description Demo Page Prints a sample page that demonstrates print quality. Menu Structure Prints a map of the control panel-menu layout. The active settings for each menu are listed. Configuration Report Prints a list of all the printer settings. Includes network information when the printer is connected to a network. Chapter 2 Solve problems ENWW Menu item Description Supplies Status Prints the status for each toner cartridge, including the following information: ● Estimated percentage of cartridge life remaining ● Approximate pages remaining ● Part numbers for HP toner cartridge ● Number of pages printed ● Information about ordering new HP toner cartridges and recycling used HP toner cartridges Network Summary Prints a list of all printer network settings Usage Page Prints a page that lists PCL pages, PCL 6 pages, PS pages, pages that were jammed or mispicked in the printer, and reports the page count PCL Font List Prints a list of all the PCL fonts that are installed Prints a list of all the PostScript (PS) fonts that are installed PCL6 Font List Prints a list of all the PCL6 fonts that are installed Service Page Provides information on supported paper types, copy settings, and other miscellaneous settings that are not on the configuration page Quick Forms menu Menu item Sub-menu item Description Notebook Paper Narrow Rule Prints pages that have preprinted lines Wide Rule Child Rule Graph Paper 1/8 inch Prints pages that have preprinted graph lines 5 mm Checklist 1 Column Prints pages that have preprinted lines with check boxes 2 Column Music Paper Portrait Prints pages that have preprinted lines for writing music Landscape USB Flash Drive menu Print Documents Prints documents stored on the USB drive. Use the arrow buttons to scroll through the documents. Touch the names of documents that you want to print. Touch the summary screen to change settings such as the number of copies, the paper size, or the paper type. Touch the Print button when you are ready to print the documents. ENWW Tools for troubleshooting 71 Easy Photo Print Prints photo files directly from the printer. NOTE: only. Thumbnail Sheet(s) This menu item is available for LCD control panel models Prints a page or pages of 30 “thumbnail” graphic images. NOTE: only. This menu item is available for LCD control panel models View and Print Photos Previews photos on the USB drive. Use the arrow buttons to scroll through the photos. Touch the preview image for each photo that you want to print. You can adjust the settings, and you can save the changes as the new default settings. When you are ready to print the photos, touch the Print button. Scan to USB Drive Scans a document and stores it as a .PDF document or .JPEG image on the USB flash drive. System Setup menu In the following table, items that have asterisks (*) indicate the factory default setting. Menu item Sub-menu item Sub-menu item Language Paper Setup Select the language for the control panel display messages and the printer reports. Def. Paper Size Letter A4 NOTE: The default setting is determined by the choice of location during the initial printer setup. Def. Paper Type A list of available paper types appears. Select the paper type for printing internal reports or any print job that does not specify a type. Tray 1 Paper Type Select the default size and type for Tray 1 from the list of available sizes and types. Tray 2 Paper Type Paper Size Chapter 2 Solve problems Sets the size for printing internal reports or any print job that does not specify a size. Legal Paper Size 72 Description Select the default size and type for Tray 2 from the list of available sizes and types. ENWW Menu item Sub-menu item Sub-menu item Description Paper Out Action Wait Forever** Select how the printer should react when a print job requires a size or type that is not available or when a specified tray is empty. Cancel Override Select the Wait Forever option to make the printer wait until you load the correct paper and press the OK button. This is the default setting. Select the Override option to print on a different size or type after a specified delay. Select the Cancel option to automatically cancel the print job after a specified delay. If you select either the Override or Cancel options, the control panel prompts you to specify the number of seconds to delay. Use the arrow buttons to increase (up to 3600 seconds) or decrease the time. Energy Settings Sleep Delay Off Sets how long the printer remains idle before it enters sleep mode. The printer automatically exits sleep mode when you send a print job or press a control panel button. 1 Minute 15 Minutes* 30 Minutes 1 Hour 2 Hours Auto Power Down Auto Power Down Delay Never 30 Minutes Sets the period of time that must elapse before the printer Auto Power Down feature activates. 1 Hour 2 Hours 4 Hours 8 Hours 24 Hours Wake Events USB Job LAN Job Wireless Job (wireless models only) Enables or disables certain printer events (like when a control panel button is pressed) that will cause the printer to revert from Auto Power Down mode to Ready status. Button Press USB Drive Insert ENWW Tools for troubleshooting 73 Menu item Sub-menu item Print Density A range of 1 to 5. Supply Settings Black Cartridge Sub-menu item Select the print density level. The default setting is 3 Very Low Setting Low Threshold Administration Product Security (touchscreen control panel models only) USB Flash Drive Medium* Darker Stop Prompt* Set how the printer behaves when the black toner cartridge reaches the very low threshold. Continue ● Stop: The printer stops printing until you replace the toner cartridge. ● Prompt: The printer stops printing and prompts you to replace the toner cartridge. You can acknowledge the prompt and continue printing. ● Continue: The printer alerts you that the toner cartridge is very low, but it continues printing. A percentage range of 1 to 100. Set the percentage of estimated life remaining at which the printer alerts you that the toner cartridge is low. Enable printer security. If turned on, the printer prompts you to set a password. After it is set, the password will be needed to change printer settings. On* Off Display Contrast Description Enable or disable the walkup USB port. Select the level of contrast for the display. Darkest Lightest Lighter Courier Font Regular* Dark Quiet Mode Selects a version of the Courier font.. Enable or Disable the printer Quiet Mode. Service menu Use this menu to restore default settings, clean the printer, and activate special modes that affect print output. Items that have asterisks (*) indicate the factory default setting. 74 Chapter 2 Solve problems ENWW Menu item Sub-menu item Sub-menu item Cleaning Page Description Use this option to clean the printer if you see toner specks or other marks on the printed output. The cleaning process removes dust and excess toner from the paper path. When you select this item, the printer prompts you to load plain paper in Tray 1 and then press the OK button to start the cleaning process. Wait until the process is complete. Discard the page that prints. USB Speed High* Sets the USB speed to High or Full. For the printer to actually operate at high speed, it must have high speed enabled and be connected to an EHCI host controller that is also operating at high speed. This menu item also does not reflect the current operating speed of the printer. Full Less Paper Curl On If printed pages are consistently curled, use this option to set the printer to a mode that reduces curl. Off* Archive Print On If you are printing pages that will be stored for a long time, use this option to set the printer to a mode that reduces toner smearing and dusting. Off* Firmware Date Displays the current firmware datecode. Restore Defaults Sets all customized copy settings to the factory default values. Signature Check Cancel if Invalid* Configures how the printer proceeds when a firmware upgrade file does not have a valid signature. Prompt if Invalid HP Smart Install On* Enables or disables the HP Smart Install functionality. Off LaserJet Update Check For Updates Now Manage Updates Prompts the printer to search for a newer firmware upgrade file and then upload it. Allow Downgrade Yes*: Allows the firmware upgrade functionality to upload an older firmware version. No: Prevents the printer from loading older firmware files. Check Automatically On*: Allows the printer to automatically search for new firmware updates. Off: Prevents the printer from loading new firmware update files. ENWW Tools for troubleshooting 75 Menu item Sub-menu item Sub-menu item Description Prompt Before Install Install Automatically: Allows the printer to automatically load a firmware update file. Always Prompt*: Causes the printer to display a prompt at the control panel before the printer can load a firmware update file. Allow Updates Yes*: Allows the printer to load firmware update files. No: Prevents the printer from loading firmware update files. 76 Chapter 2 Solve problems ENWW Network Setup menu Use this menu to establish network configuration settings. Menu item Sub-menu item Wireless Menu (wireless printers only) Wireless Direct Settings Description Wireless Setup Wizard TCP/IP Config Wi-Fi Protected Setup If your wireless router supports this feature, use this method to set up the printer on a wireless network. This is the simplest method. Run Wireless Test Tests the wireless network and prints a report with the results. Turn Wireless On/Off Enable or disable the wireless network feature. Automatic* Select Automatic to automatically configure all the TCP/IP settings. Manual IPv4 Config Method DHCP Select Manual manually configure the IP address, subnet mask, and default gateway. Set the IPv4 configuration method. BOOTP Auto IP Manual Card Sharing On* Off Auto Crossover On* Off Network Services IPv4 IPv6 Enable or disable file sharing of a memory card that has been inserted into the printer walkup USB port. This item is used when you are connecting the printer directly to a personal computer using an Ethernet cable (you might have to set this to On or Off depending on the computer being used). This item is used by the network administrator to limit the network services available on this printer. On Off The default setting is On. Show IP Address No* Yes Link Speed No: The printer IP address will not appear on the control panel display. Yes: The printer IP address will appear on the control panel display. Automatic (Default) Sets the link speed manually if needed. 10T Full After setting the link speed, the printer automatically restarts. 10T Half 100TX Full 100TX Half ENWW Tools for troubleshooting 77 Menu item Sub-menu item Description Security Product Security (touchscreen control panel models only) Enable printer security. If turned on, the printer prompts you to set a password. After it is set, the password will be needed to change printer settings. HTTPS Enforcement Enable or disable the HTTPS Enforcement setting. The default setting is On. Firewall Enable, disable, or reset the printer firewall. Access Control List Enable, disable, or reset the network access control list. 802.1x (wireless models only) Enable or disable the 802.1x wireless authentication protocol. Reset All Security Reset the security settings to the factory-set default values. Restore Defaults USB Flash Drive Press the OK button to restore the network configuration settings to the default values. On Enable or disable the walkup USB port. Off 78 Chapter 2 Solve problems ENWW Control panel message document (CPMD) Control-panel message types The control-panel messages and event code entries indicate the current printer status or situations that might require action. NOTE: Event log errors do not appear on the control-panel display. Open the event log to view or print the event log errors. A control-panel message displays temporarily and might require the user to acknowledge the message by touching the OK button to resume printing or by touching the Cancel button to cancel the job. With certain messages, the job might not finish printing or the print quality might be affected. If the message is related to printing and the auto-continue feature is on, the printer will attempt to resume printing after the message has appeared for 10 seconds without acknowledgement. For some messages, restarting the printer might fix the problem. If a critical error persists, the printer might require service. Control-panel messages and event log entries NOTE: Some of the messages in the following sections only appear in the event log. TIP: Some control-panel messages and event log entries refer to a specific printer sensor or switch in the recommended action to solve the problem. See the diagrams in the clear jams section of this manual for sensor and switch locations. 30.XX Error Messages 30.XXXX Scanner Error Description The flatbed or ADF scanner is failing to initialize for the following reasons: ● 30.0013 = Scanner failed to find home ● 30.0016 = Scan sensor communication error ● 30.0017 = Scan motor exceeded max position error ● 30.0023 = ADF scanner calibration error Recommended action 1. Verify that the product has the most recent firmware from hp.com. 2. Verify that the (flat flexible cables (FFC’s) are seated correctly on the formatter board. 3. If the error persists, replace the Scanner/ADF Assembly: 4. ENWW Scanner/ADF Ass'y, Duplex ADF C5F98-60110 Scanner/ADF Ass'y, Simplex ADF C5F98-60109 If the error persists, escalate to Level 3 so that Technical Marketing has visibility to the problem. Tools for troubleshooting 79 49.XX.YY Error Messages 49 Error, Turn off then on Description The product has experienced an internal embedded software error. Under most conditions, the product automatically restarts. Recommended action 1. 2. Reset the printer: a. Turn off the power by using the power switch, and then wait at least 30 seconds. b. Turn on the power and wait for the product to initialize. If you are using a surge protector: a. Power off the printer. b. Remove the surge protector. c. Plug the product directly into the wall socket and turn the product power on. 3. If the error persists, disconnect any network or USB cables and power cycle. If the product returns to Ready, check the FW version and update if a newer version is available. 4. If the error persists, print a Service Page from the Reports menu. Also, print an Error Report from the 2ndary Service Menu. On the Service Page, look at the xxxx portion of the 49.xxxx errors listed: 5. ● If the numbers are all or mostly different, then power quality is a possible problem; try a different wall socket. ● If the xxxx portion of 49.xxxx contain repeats of the same numbers or groups of numbers, then check the 2ndary Service Error Report printed earlier for indications of a failure in a particular area. The report may indicate whether the error is caused by a network problem or a problem with the job. If the error persists, replace the product. NOTE: If the 49 Error is caused by the network or a specific file, do not replace the product; it will not resolve the issue. Instead, attempt to isolate the issue in a way that demonstrates the error is caused by something in the environment. 6. If the error persists after product replacement, escalate to Level 3 so that Technical Marketing has visibility to the problem. 50.XX fuser errors 50.XX Fuser Error, Turn off then on Description The product has experienced an internal fuser hardware error: 80 ● 50.00 = Generic Fuser error ● 50.10 = Low Fuser temperature error Chapter 2 Solve problems ENWW ● 50.11 = High sub thermistor area 3 fuser error ● 50.12 = Low sub thermistor area 3 fuser error ● 50.20 = Slow fuser error ● 50.30 = High fuser temperature error ● 50.40 = Fuser drive circuit error ● 50.70 = Fuser open error ● 50.80 = Low sub thermistor fuser error ● 50.90 = High sub thermistor fuser error Recommended action 1. 2. 3. 4. Reset the product: a. Turn off the power by using the power switch, and then wait at least 30 seconds. b. Turn on the power and wait for the product to initialize. If you are using a surge protector: a. Power off the product. b. Remove the surge protector. c. Plug the product directly into the wall socket and turn the product power on. If the error persists, replace the Fusing Assembly: FUSER ASS'Y (110v) RM2-5399-000CN FUSER ASS'Y (220v) RM2-5425-000CN If the error persists, replace the product. 51.XX and 52 Laser/Scanner Errors 52 Scanner Error, Turn off then on Description An error with the laser/scanner assembly has occurred in the product. Recommended action 1. 2. ENWW Reset the printer: a. Turn off the power by using the power switch, and then wait at least 30 seconds. b. Turn on the power and wait for the product to initialize. If you are using a surge protector: Tools for troubleshooting 81 3. a. Power off the printer. b. Remove the surge protector. c. Plug the product directly into the wall socket and turn the product power on. If the error persists, replace the product. 51.XX Laser Error, Turn off then on Description An error with the laser/scanner assembly has occurred in the product. ● 51.00 = Laser error ● 51.20 = Black laser scanner error ● 51.30 = Laser error Recommended action 1. 2. 3. Reset the printer: a. Turn off the power by using the power switch, and then wait at least 30 seconds. b. Turn on the power and wait for the product to initialize. If you are using a surge protector: a. Power off the printer. b. Remove the surge protector. c. Plug the product directly into the wall socket and turn the product power on. If the error persists, replace the product. 55.XXXX Error Messages 55.XXXX Error, Turn off then on Description The product has experienced an error with one of the internal sensors. ● 55.0 = DC controller communication error ● 55.0601 = DC controller NVRAM data error ● 55.0602 = DC controller NVRAM access error ● 55.1 = DC controller memory error ● 55.3 = Engine communication error Recommended action 1. 82 Reset the printer: Chapter 2 Solve problems ENWW 2. a. Turn off the power by using the power switch, and then wait at least 30 seconds. b. Turn on the power and wait for the product to initialize. If you are using a surge protector: a. Power off the printer. b. Remove the surge protector. c. Plug the product directly into the wall socket and turn the product power on. 3. If the error persists, replace the DC Controller PCB Assembly (HP Part #: RM2-8680-000CN). 4. If the error persists, replace the product. 57.XX Error Messages 57 Fan Error, Turn off then on Description The product has experienced an error with its internal fan. ● 57.01 = Fan 1 error Recommended action 1. 2. Reset the printer: a. Turn off the power by using the power switch, and then wait at least 30 seconds. b. Turn on the power and wait for the product to initialize. If you are using a surge protector: a. Power off the printer. b. Remove the surge protector. c. Plug the product directly into the wall socket and turn the product power on. 3. If the error persists, replace the internal cooling fan (HP Part #: RK2-8068-000CN). 4. If the error persists, replace the product. 58.XX Error Messages 58.XX Error, Turn off then on Description The product has experienced an error with the low voltage power supply. ● 58.04 = Low voltage power supply malfunction Recommended action 1. ENWW Reset the printer: Tools for troubleshooting 83 2. a. Turn off the power by using the power switch, and then wait at least 30 seconds. b. Turn on the power and wait for the product to initialize. If you are using a surge protector: a. Power off the printer. b. Remove the surge protector. c. Plug the product directly into the wall socket and turn the product power on. 3. Check the voltage label on the back of the product. If the product is rated 220V and is plugged into a 110V outlet, this error might occur. In most cases, no damage is caused to the product. If a power transformer is used to convert 220V power to 110V, verify that the transformer power rating is sufficient to operate the product. 4. If the error persists, replace the Low Voltage Power Supply PCB Assembly: 5. M402, M403 L.V.POWER SUPPLY PCB ASS'Y (110v) RM2-8516-000CN M402, M403 L.V.POWER SUPPLY PCB ASS'Y (220v) RM2-8517-000CN M426, M427 L.V.POWER SUPPLY PCB ASS'Y (110v) RM2-8518-000CN M426, M427 L.V.POWER SUPPLY PCB ASS'Y (220v) RM2-8519-000CN If the error persists, replace the product. 59.XX Error Messages 59.XX Error, Turn off then on Description The product has experienced an error with the internal motor. Recommended action 1. 2. 3. 84 Reset the printer: a. Turn off the power by using the power switch, and then wait at least 30 seconds. b. Turn on the power and wait for the product to initialize. If you are using a surge protector: a. Power off the printer. b. Remove the surge protector. c. Plug the product directly into the wall socket and turn the product power on. If the error persists, replace the Main Motor Assembly (HP Part #: RM2-8684-000CN). Chapter 2 Solve problems ENWW 79 Errors 79 Error, Turn off then on Description The product has experienced an internal firmware error. Under most conditions, the product automatically restarts. Recommended action 1. 2. 3. Reset the printer: a. Turn off the power by using the power switch, and then wait at least 30 seconds. b. Turn on the power and wait for the product to initialize. If you are using a surge protector: a. Power off the printer. b. Remove the surge protector. c. Plug the product directly into the wall socket and turn the product power on. If the error is intermittent, attempt to isolate the issue to something specific in the customers environment. NOTE: If the 79 Error is caused by the network or a specific file, do not replace the product; it will not resolve the issue. Instead, attempt to isolate the issue in a way that demonstrates the error is caused by something in the environment. 4. If the error is persistent, replace the Formatter PCA: M402/M403 D Formatter PCB Assembly C5F92-60001 M402/M403 N/DN Formatter PCB Assembly C5F93-60001 M402/M403 DW Formatter PCB Assembly C5F94-60001 M426/M427 4in1 Formatter PCB Assembly C5F98-60001 M426/ M426 3in1 Formatter PCB Assembly C5F99-60001 5. If the error persists, replace the product. 6. If the error persists after product replacement, escalate to Level 3 so that Technical Marketing has visibility to the problem. Alpha Error Messagescartridge is low. Description The indicated toner cartridge is nearing the end of its useful life. Recommended action Printing can continue, but consider having a replacement supply on hand. ENWW Tools for troubleshooting 85 cartridge is very low. Description The indicated toner cartridge is at the end of its useful life. A customer configurable option on this product is "Prompt to Remind Me in 100 pages, 200 pages, 300 pages, 400 pages, or never." This option is provided as a customer convenience and is not an indication these pages will have acceptable print quality. Recommended action To ensure optimal print quality, HP recommends replacing the toner cartridge at this point. You can continue printing until you notice a decrease in print quality. Actual cartridge life might vary. Once an HP supply has reached Very Low, HP’s Premium Protection Warranty on that supply has ended. All print defects or cartridge failures incurred when an HP supply is used in Continue at very low mode will not be considered to be defects in materials or workmanship in the supply under the HP Print Cartridge Warranty Statement. Cleaning. Description The product periodically performs a cleaning procedure to maintain the best print quality. Recommended action Wait for the cleaning process to finish. Device error. Press [OK] to continue. Description Paper has been delayed as it moves through the product. Recommended action Press the OK button to clear the message. To avoid this problem, try the following solutions: 1. Adjust the paper guides in the tray. Ensure the front paper guide is pushing the paper against the back edge of the tray. 2. Use paper that meets HP specifications. Store paper unopened in its original packaging. 3. Use the product in an area that meets the environmental specifications for this product. Device is busy. Try again later. Description The product is currently in use. Recommended action 86 1. Wait for the product to finish the current job, or to finish initializing. 2. Turn the product off, then on, to see whether it comes to a Ready state. 3. Restore the device to the factory default settings. (Setup Menu -> Service Menu -> Restore Defaults) 4. If the issue persists, upgrade to the latest firmware version. Chapter 2 Solve problems ENWW Document feeder jam. Clear and reload. Description Paper is jammed in the document feeder tray or a sensor has incorrectly detected media in the document feeder paper path. Recommended action 1. Remove the paper from the document feeder. If the paper rips, use a thick piece of paper (such as a business card) to clean the paper path. 2. Reset the printer: 3. a. Turn off the power by using the power switch, and then wait at least 30 seconds. b. Turn on the power and wait for the product to initialize. If the error persists, replace the Scanner/ADF Assembly: Scanner/ADF Ass'y, Duplex ADF C5F98-60110 Scanner/ADF Ass'y, Simplex ADF C5F98-60109 Document feeder mispick. Reload. Description The product did not pick up the paper in the document feeder. Recommended action 1. Remove the paper from the document feeder tray, and then reload it. 2. Verify there are no staples or paper clips on the stack of originals. Verify the originals are straightened out from previous folds or curl. 3. If the control panel displays Document Feeder Loaded when the originals are not in the input tray of the document feeder, the sensor on the document feeder might be malfunctioning. Replace the Scanner/ADF Assembly: Scanner/ADF Ass'y, Duplex ADF C5F98-60110 Scanner/ADF Ass'y, Simplex ADF C5F98-60109 Door is open. Description The products front door is open. Recommended action Close the door. ENWW Tools for troubleshooting 87 Engine cable connection issue. Contact HP service. Press [OK] to continue. Description The print engine cable diagnostics did not pass due to a cable issue. Recommended action Press OK to continue to use the device for scanning and faxing, but printing will not be functional. Either replace the product or send to HP service. Fax is busy. Canceled send. Description The fax line to which you were sending a fax was busy. The product has canceled sending the fax. Recommended action 1. Call the recipient to ensure that the fax machine is on and ready. 2. Verify that the fax number is correct. 3. Verify that the Redial if Busy option is enabled. 4. Open the Service menu, and then touch the Fax Service button. Touch the Run Fax Test button. This test verifies that the phone cord is connected to the correct port and that the phone line has a signal. The product prints a report with the results. 5. Additional fax sending/receiving troubleshooting can be found in this document: HP LaserJet Pro MFP Solve problems sending or receiving faxes (includes fax error messages)(c03491494) (in English) available in Service Access Workbench (SAW) or Channel Service Network (CSN). Fax receive error. Description An error occurred while trying to receive a fax. Recommended action 1. Ask the sender to resend the fax. 2. To verify that the telephone cord is securely connected, disconnect and reconnect the telephone cord. 3. Verify that you are using the telephone cord that came with the product. 4. Open the Service menu, and touch the Fax Service button. Touch the Run Fax Test button. This test verifies that the phone cord is connected to the correct port and that the phone line has a signal. The product prints a report with the results. 5. Decrease the fax speed. Ask the sender to resend the fax. 6. Turn off error-correction mode. Ask the sender to resend the fax. NOTE: Turning off error-correction mode might reduce the quality of the fax image. 88 Chapter 2 Solve problems ENWW 7. Connect the product to a different phone line. 8. Additional fax sending/receiving troubleshooting can be found in this document: HP LaserJet Pro MFP Solve problems sending or receiving faxes (includes fax error messages)(c03491494) (in English) available in Service Access Workbench (SAW) or Channel Service Network (CSN). Fax Send error. Description An error occurred while trying to send a fax. Recommended action 1. Resend the fax. 2. Try faxing to another fax number. 3. To verify that the telephone cord is securely connected, disconnect and reconnect the telephone cord. Check that the telephone cord is securely connected by unplugging and replugging the cord. 4. Verify that you are using the telephone cord that came with the product. 5. Open the Service menu, and touch the Fax Service button. Touch the Run Fax Test button. This test verifies that the phone cord is connected to the correct port and that the phone line has a signal. The product prints a report with the results. 6. Connect the product to a different phone line. 7. Set the fax resolution to Standard instead of the default of Fine . 8. Additional fax sending/receiving troubleshooting can be found in this document: HP LaserJet Pro MFP Solve problems sending or receiving faxes (includes fax error messages)(c03491494) (in English) available in Service Access Workbench (SAW) or Channel Service Network (CSN). Fax storage is full. Canceling the fax send/receive. Description The amount of available memory for storing faxes is insufficient to store an incoming fax. Recommended action 1. If you are using the Private Receive feature, print all received faxes to regain some memory. 2. If the issue persists, clear faxes from memory: a. Open the Service menu. b. Touch the Fax Service button. c. Touch the Clear Saved Faxes menu item. Genuine HP supply installed. Description A genuine HP supply was just installed. ENWW Tools for troubleshooting 89 Recommended action No action necessary. Install cartridge. Description The indicated toner cartridge is missing or not seated correctly. Recommended action Remove and reinstall the indicated supply. Jam in output bin. Open rear door and clear jam. Description A paper jam occurred in the output bin area of the printer. Recommended action 1. Follow the instructions on the control panel to clear the jammed media. 2. If the issue persists: a. Use paper that meets HP specifications. Store paper unopened in its original packaging. b. Use the product in an area that meets the environmental specifications for this product. Jam in Tray 1. Clear jam and then press [OK]. Description A paper jam occurred while printing from the Tray 1 slot. Recommended action 1. Follow the instructions on the control panel to clear the jammed media. 2. If the issue persists: 3. a. Adjust the side paper guides in the tray 1 slot. Allow the printer to pull the media in when inserted in the Tray 1 slot. b. Use paper that meets HP specifications. Store paper unopened in its original packaging. c. Use the product in an area that meets the environmental specifications for this product. If the issue persists, check the pick-up rollers for wear or damage and replace if necessary. Jam in Tray 2. Clear jam and then press [OK]. Description A paper jam occurred while printing from Tray 2. 90 Chapter 2 Solve problems ENWW Recommended action 1. Follow the instructions on the control panel to clear the jammed media. 2. If the issue persists: 3. a. Adjust the paper guides in the tray. Ensure the front paper guide is pushing the paper against the back edge of the tray. b. Use paper that meets HP specifications. Store paper unopened in its original packaging. c. Use the product in an area that meets the environmental specifications for this product. If the issue persists, check the pick-up rollers for wear or damage and replace if necessary. Jam in Tray 3, Clear jam and then press OK Description The product has detected a jam in Tray 3. Recommended action 1. Clear the jam from the area indicated on the product control panel, and then follow the control panel instructions. 2. Make sure the paper guides in the tray are adjusted correctly for the size of paper. 3. If the issue persists, replace the Optional Tray 3 Paper Pick-up Roller (HP Part #: RM2-5741-000CN). Load paper Description The tray is empty. Recommended action Load paper in the tray. Load tray Press [OK] for available media Description The tray is empty. Recommended action Load paper into the tray to continue printing. Press the OK button to select a different tray. Load tray 1. Press [OK] to continue. Description The tray is empty. Recommended action Load paper into the tray and press OK to continue printing. ENWW Tools for troubleshooting 91 Load tray 1 , . Press [OK] to continue. Description The tray is not configured for the paper type and size that the print job is requesting. Recommended action Load the correct paper into Tray 1 and press OK to continue printing. Load tray 1. Plain, / Cleaning mode. Press [OK] to start. Description The product is ready to process the cleaning operation. Recommended action Load Tray 1 with plain paper in the size indicated, and then press the OK button. Manual Duplex. Load Tray <#>. Press [OK] to continue. Description The first side of a manual duplex job has printed, and the page needs to be loaded to process the second side. Recommended action Load the page in the indicated tray with the side to be printed face up, and the top of the page away from you, and then press the OK button. Memory is low. Press [OK] to continue. Description The product memory is almost full. Recommended action Press the OK button to finish the job, or touch the Cancel button to cancel the job. Break the job into smaller jobs that contain fewer pages. NFC cable connection issue. Contact HP service. Press [OK] to continue. Description The Near Field Communication (NFC) cable diagnostics did not pass due to a cable issue. Recommended action Press OK to continue to use the device, but NFC will not be functional. Either replace the product or send to HP service. No dial tone. Description The product could not detect a dial tone. 92 Chapter 2 Solve problems ENWW Recommended action 1. Check for a dial tone on the phone line by touching the Start Fax button. 2. Unplug the telephone cord from both the product and the wall and replug the cord. 3. Verify that you are using the telephone cord that came with the product. 4. Open the Service menu, and touch the Fax Service button. Touch the Run Fax Test button. This test verifies that the phone cord is connected to the correct port and that the phone line has a signal. The product prints a report with the results. 5. Additional fax sending/receiving troubleshooting can be found in this document: HP LaserJet Pro MFP Solve problems sending or receiving faxes (includes fax error messages)(c03491494) (in English) available in Service Access Workbench (SAW) or Channel Service Network (CSN). No fax detected. Description The product answered the incoming call but did not detect that a fax machine was calling. Recommended action 1. Open the Service menu, and touch the Fax Service button. Touch the Run Fax Test button. This test verifies that the phone cord is connected to the correct port and that the phone line has a signal. The product prints a report with the results. 2. Additional fax sending/receiving troubleshooting can be found in this document: HP LaserJet Pro MFP Solve problems sending or receiving faxes (includes fax error messages)(c03491494) (in English) available in Service Access Workbench (SAW) or Channel Service Network (CSN). Non-HP supply installed. Description A non-HP supply has been installed. Recommended action No action necessary. NOTE: If customer believes they purchased a new genuine HP supply, direct them to www.hp.com/go/ anticounterfeit to verify NOTE: Service or repairs that are required as a result of using unsupported supplies is not covered under HP warranty. Print failure, press [OK]. If error repeats, turn off then on. Description The product cannot process the page. Recommended action Press the OK button to continue printing the job, but output might be affected. If the error persists, turn the power off and then on. Resend the print job. ENWW Tools for troubleshooting 93 Protected cartridge. Description A previously protected cartridge was installed in a printer other than the one that initiated the cartridge protection. Recommended action The cartridge can only be used in the product or fleet of products that initially protected it using Cartridge Protection. Install a new or unprotected supply. Rear door open. Description The products rear door is open. Recommended action Close the door. Replace . Description The indicated toner cartridge is at the end of its useful life, and the product is customer-configured to stop printing when it reaches the very low state. Recommended action Replace the indicated cartridge or change the Very Low Setting for the supply to something other than Stop. NOTE: To ensure optimal print quality, HP recommends replacing the toner cartridge at this point. You can continue printing (if Very Low Setting is set to something other than Stop) until you notice a decrease in print quality. Actual cartridge life might vary. Once an HP supply has reached Very Low, HP’s Premium Protection Warranty on that supply has ended. All print defects or cartridge failures incurred when an HP supply is used in Continue at very low mode will not be considered to be defects in materials or workmanship in the supply under the HP Print Cartridge Warranty Statement. Supply memory error. Description There is an error with one of the installed cartridges. ‘X’ indicates the color of the cartridge. (X=0: Black, X=1: Cyan, X=2: Magenta, X=3: Yellow) 94 ● 10.000X (Event Code) — cartridge memory error ● 10.010X (Event Code) — cartridge memory error ● 10.020X (Event Code) — cartridge memory error ● 10.030X (Event Code) — cartridge memory error ● 10.100X (Event Code) — cartridge memory chip is missing Chapter 2 Solve problems ENWW Recommended action 1. Reset the product: a. Turn off the power by using the power switch, and then wait at least 30 seconds. b. Turn on the power and wait for the product to initialize. 2. If the error persists, check the event-log messages to identify the specific cartridge at fault. 3. Verify the indicated cartridge is HP Genuine. 4. If the error persists, replace the cartridge. 5. If the error persists, replace the product. The product is unable to calibrate. Close the lid and remove paper from the document feeder. Description The scanner is unable to calibrate because either the lid is open or there is paper blocking the scan head. Recommended action 1. Remove any paper from the scanner glass or the ADF and close the lid. 2. If the error persists, replace the scanner/ADF Assembly: Scanner/ADF Ass'y, Duplex ADF C5F98-60110 Scanner/ADF Ass'y, Simplex ADF C5F98-60109 Unauthorized cartridge. Description The administrator has configured this product to use only genuine HP supplies. The product has determined there is a supply not meeting this criteria Recommended action Change the Cartridge Policy to Off or replace the cartridge to continue printing. NOTE: If customer believes they purchased a new genuine HP supply, direct them to www.hp.com/go/ anticounterfeit to verify NOTE: Service or repairs that are required as a result of using unsupported supplies is not covered under HP warranty. Unexpected size in Tray <#>. Load . Press [OK] to continue. Description The product has detected paper in the indicated tray that does not match the configuration for the tray. Recommended action Load the correct paper into the tray, or configure the tray for the size that you have loaded and press OK to continue printing. ENWW Tools for troubleshooting 95 Used or counterfeit cartridge in use. Description The indicated cartridge is used or counterfeit. Recommended action No action necessary. NOTE: If customer believes they purchased a new genuine HP supply, direct them to www.hp.com/go/ anticounterfeit to verify NOTE: Service or repairs that are required as a result of using unsupported supplies is not covered under HP warranty. Used or counterfeit cartridge is installed. Press [OK] to continue. Description The indicated cartridge is used or counterfeit. Recommended action Replace the indicated cartridge with a new genuine HP supply or press OK to continue using the installed cartridge. Wireless cable connection issue. Contact HP service. Press [OK] to continue. Description The wireless cable diagnostics did not pass due to a cable issue. Recommended action Press OK to continue to use the device, but wireless printing will not be functional. Either replace the product or send to HP service. Event-log messages Print the event log Print the event log (LCD control panel) 96 1. Make sure the printer is in the ready state. 2. At the printer control panel, press the OK button to open the menus. 3. Press the left arrow button, and then quickly press the Cancel 4. The printer returns to the Ready state. Press the OK button to reopen the menus. 5. Select the 2ndary Service menu, and then press the OK button. 6. Select the Service Reports menu, and then press the OK button. 7. Select the Error Report menu, and then press the OK button. Chapter 2 Solve problems button. ENWW Print the event log (touchscreen control panel) 1. Make sure the printer is in the ready state. 2. From the Home screen on the printer control panel, touch the Setup 3. Touch the left arrow button, and then quickly touch the Cancel 4. The printer returns to the Ready state. touch the Setup 5. Touch the 2ndary Service menu. 6. Touch the Service Reports menu. 7. Touch the Error Report item. button. button. button to reopen the menus. Show an event log You can use HP Device Toolbox to view the event log from a computer. NOTE: This tool is available only if you performed a full installation when you installed the printer. 1. Click the Start button, and then click the Programs item. 2. Click your HP printer group, and then click the HP Device Toolbox item. 3. Click the Home tab, and then click the Event Log item. The event log shows a list of all printer events and errors. Event-log messages The following product events do not produce a message that appears on the control panel. Instead, they are recorded in the event log. To print the event log, open the secondary service menu, select Service Reports, and then select Error Report. Table 2-10 Event-log messages (X=0: black cartridge) ENWW Event code Description 10.000X Cartridge memory error 10.010X Cartridge memory error 10.020X Cartridge memory error 10.030X Cartridge memory error 10.100X Cartridge memory chip is missing 10.300X Unauthorized cartridge 10.310X Non-HP supply in use 10.330X Used or counterfeit cartridge in use 10.350X Incompatible supply 10.400X All installed cartridges are genuine HP 10.410X Unsupported supply 10.700X Printing past very low Tools for troubleshooting 97 Table 2-10 Event-log messages (X=0: black cartridge) (continued) 98 Event code Description 13.0000 Paper jam 19.0000 Fax modem reset and power cycle 20.0000 Memory out in print 20.0001 Memory out in copy 20.0002 Memory out in scan 20.0003 Memory out in photo 20.0004 Memory out in fax 20.0005 Memory out in fax flash 20.0006 Memory out in scan calibration 21.0000 Page punt 25.0000 SMTP error 31.1301 Document Feeder Mispick 31.1302 Document Feeder Jam 41.2000 Beam detect malfunction 41.3000 Unexpected size 49. Firmware asserts 50.0000 Fuser error 50.1000 Low fuser temperature error 50.1100 High subthermistor area 3 fuser error 50.1200 Low subthermistor area 3 fuser error 50.2000 Slow fuser error 50.3000 High fuser temperature error 50.4000 Fuser drive circuit error 50.7000 Fuser open error 50.8000 Low subthermistor fuser error 50.9000 High subthermistor fuser error 51.0000 Beam detect or laser error 52.0000 Scanner error 54.0100 Environmental sensor error 54.0600 Density sensor error 54.1000 Black drum phase control sensor error 54.1100 Black density out of range 54.1200 Black density measurement abnormality Chapter 2 Solve problems ENWW Table 2-10 Event-log messages (X=0: black cartridge) (continued) ENWW Event code Description 54.1599 Black CPR pattern can't be read 54.1800 Black toner level sensor error 54.1900 Bad TOP sensor 54.2000 Carousel rotation error 54.2100 BD error 54.2500 TOP sensor error 54.2800 Density sensor or CPR contamination warning (54.1C) 55.0000 Engine internal communication error 55.0005 Hardware memory error 55.0601 DC controller NVRAM data error 55.0602 DC controller NVRAM access error 55.1000 DC controller memory error 55.3000 Engine/ formatter communication error 55.4000 Engine communication timeout error 55.9028 DC controller NVRAM restore 56.0100 Illegal input 57.0000 Fan motor error 57.0100 Fan motor error 57.0200 Fan error 57.0600 Fan motor error 58.0400 Low voltage power supply error 59.0160 Main motor rotation error (59.A0) 59.0192 Developer motor rotation error (59.C0) 59.0240 Transfer alienation failure (59.F0) 59.3000 Fuser motor startup error 59.4000 Fuser motor error 59.5000 Image drum motor startup error- black 59.6000 Image drum motor rotation error- black 59.7000 Black developer motor startup error 59.8000 Black developer motor rotation error 59.9000 ETB motor start error 59.9900 T2 Clutch error 65.1200 External device operation error (65.12XX) Tools for troubleshooting 99 Table 2-10 Event-log messages (X=0: black cartridge) (continued) Event code Description 66.1200 External device critical error (66.12XX) 66.0015 External device communication error 79.0000 79 service, firmware exception 79.0001 79 service, firmware ASIC fault 90.1101 The cable from the print engine to the formatter is not connected 90.1201 The cable from the fax card to the formatter is not connected 90.1301 The cable from the ADF to the formatter is not connected 90.1401 The cable from the NFC card to the formatter is not connected 90.1501 The cable from the Wireless card to the formatter is not connected 90.1601 The cable from the flatbed scanner to the formatter is not connected 95.0001 A thermal event has occurred 99.0028 Download error - bad signature accepted 99.0029 Download error - bad signature canceled Table 2-11 Fax event log codes Event code Description 20.0016 Receive fax directory missing 20.0032 Send fax directory missing 20.0080 Flash log corrupted 20.0096 Flash init due to firmware upgrade 20.3001 Fax Hardware non-functional 20.4001 Fax Line surge #1 event was detected and the call aborted 20.4002 Fax Line surge #2 event was detected and the call aborted 20.5000 Fax Diagnostics Test Pass 20.5001 Fax Diagnostics Test Failed in Active line test 20.5002 Fax Diagnostics test Failed in Port test 20.5003 Fax Diagnostics test Failed in Line Current test 20.5004 Fax Diagnostics test Failed in Dialtone test 20.5005 Fax Diagnostics test Failed in Parallel phone offhook test 100 Chapter 2 Solve problems ENWW Clear paper jams Clear paper jams (M402, M403) Introduction The following information includes instructions for clearing paper jams from the printer. ● Experiencing frequent or recurring paper jams? ● Jam locations ● Clear paper jams in Tray 1 ● Clear paper jams in Tray 2 ● Clear paper jams in optional Tray 3 ● Clear paper jams in the fuser ● Clear paper jams in the output bin ● Clear paper jams in the duplexer Experiencing frequent or recurring paper jams? Follow these steps to solve problems with frequent paper jams. If the first step does not resolve the problem continue with the next step until you have resolved the problem. ENWW 1. If paper has jammed in the printer, clear the jam and then print a configuration page to test the printer. 2. Check that the tray is configured for the correct paper size and type on the printer control panel. Adjust paper settings if necessary. a. On the printer control panel, press the OK button. b. Open the following menus: ● System Setup ● Paper Setup c. Select the tray from the list. d. Select Paper Type and then select the type of paper that is in the tray. e. Select Paper Size and then select the size of paper that is in the tray. 3. Turn the printer off, wait 30 seconds, and then turn it on again. 4. Print a cleaning page to remove excess toner from inside the printer. a. On the printer control panel, press the OK button. b. Open the following menus: Clear paper jams 101 c. ● Service ● Cleaning Page Load plain letter or A4 paper when you are prompted, and then press the OK button. A Cleaning message displays on the printer control panel. Wait until the process is complete. Discard the page that prints. 5. Print a configuration page to test the printer. a. On the printer control panel, press the OK button. b. Open the Reports menu. c. Select Configuration Report. If none of these steps resolves the problem, the printer might need service. Contact HP customer support. Jam locations Jams can occur in these locations: 1 2 6 5 HEWL ETTPACK AR D 4 1 2 3 3 1 Output bin 2 Fuser area 3 Tray 3 (optional) 4 Tray 2 Duplexing area (remove Tray 2 for access) 5 Tray 1 6 Toner cartridge area (open the front door for access) Loose toner might remain in the printer after a jam. This problem typically resolves itself after a few sheets have been printed. 102 Chapter 2 Solve problems ENWW Clear paper jams in Tray 1 Use the following procedure to clear paper jams in Tray 1. 1. Slowly pull the jammed paper out of the printer. HEW LETT -PAC KA RD 2 ENWW Clear paper jams 103 Clear paper jams in Tray 2 Use the following procedure to check for paper in all possible jam locations related to Tray 2. When a jam occurs, the control panel displays an animation that assists in clearing the jam. 1. ETTPACK AR Remove the tray from the printer. D 1 2 2. ETTPACK AR Remove the paper from the tray, and discard any damaged paper. D 1 2 3. Verify that the rear paper guide is adjusted to the indentation for the correct paper size. If necessary, pinch the release and move the rear paper guide to the correct position. It should click into place. A4 11 B5 2 104 Chapter 2 Solve problems ENWW 4. Load the paper into the tray. Make sure that the stack is flat at all four corners and that the top of the stack is below the maximum-height indicators. 2 5. ETTPACK AR Reinsert and close the tray. D 1 2 6. Press the front-door-release button. HEW LETT -PAC KARD 1 2 ENWW Clear paper jams 105 7. Open the front door. HEW LETT- PACK A RD 1 1 2 8. Remove the toner cartridge. 1 2 9. Lift the jam-access cover. 106 Chapter 2 Solve problems ENWW 10. Remove any jammed paper. 11. Install the toner cartridge. 1 2 12. Close the front door. HEW LETT- PACK A RD 1 1 2 ENWW Clear paper jams 107 Clear paper jams in optional Tray 3 Use the following procedure to check for paper in all possible jam locations related to Tray 3. When a jam occurs, the control panel displays an animation that assists in clearing the jam. 1. Remove the tray from the printer. RD 1 2 3 2. Remove the paper from the tray, and discard any damaged paper. RD 1 2 3 3. Verify that the rear paper guide is adjusted to the indentation for the correct paper size. If necessary, pinch the release and move the rear paper guide to the correct position. It should click into place. A4 11 B5 3 108 Chapter 2 Solve problems ENWW 4. Load the paper into the tray. Make sure that the stack is flat at all four corners and that the top of the stack is below the maximum-height indicators. 3 5. Reinsert and close the tray. RD 1 2 3 6. Press the front-door-release button. HEW LETT -PAC KA RD 1 2 3 ENWW Clear paper jams 109 7. Open the front door. HEW LETT- PACK A RD 1 1 2 3 8. Remove the toner cartridge. 1 2 9. Lift the jam-access cover. 110 Chapter 2 Solve problems ENWW 10. Remove any jammed paper. 11. Install the toner cartridge. 1 2 12. Close the front door. HEW LETT- PACK A RD 1 1 2 3 Clear paper jams in the fuser Use the following procedure to check for paper in all possible jam locations in the fuser area. ENWW Clear paper jams 111 1. Press the front-door-release button. HEW LE TT-P ACKA RD 1 2 2. Open the front door. HEW LETTPACK A HEW LETT- RD PACK A RD 1 1 2 3. Remove the toner cartridge. HEW LETT- PACK A RD 1 2 112 Chapter 2 Solve problems ENWW 4. Lift the jam-access cover. 5. Remove any jammed paper. ENWW Clear paper jams 113 6. Install the toner cartridge. HEW LETT- PACK A RD 1 2 7. Close the front door. HEW LETTPACK A HEW LETT- RD PACK A RD 1 1 2 114 Chapter 2 Solve problems ENWW Clear paper jams in the output bin Use the following procedure to check for paper in all possible jam locations in the output bin. 1. If paper is visible in the output bin, grasp the leading edge and remove it. HEW LETT -PAC KARD 1 2 2. Open the rear door. ENWW Clear paper jams 115 3. Remove any jammed paper from the rear door area. 4. Close the rear door. 116 Chapter 2 Solve problems ENWW Clear paper jams in the duplexer Use the following procedure to check for paper in all possible jam locations in the automatic duplexer. 1. Completely remove Tray 2 from the printer. ETTPACK AR D 1 2 2. Push the green button to release the duplex pan. 1 3. Remove any jammed paper. ENWW Clear paper jams 117 4. Close the duplex pan. 5. Reinsert Tray 2. ETTPACK AR D 1 2 118 Chapter 2 Solve problems ENWW Clear paper jams (M426, M427) Introduction The following information includes instructions for clearing paper jams from the printer. ● Experiencing frequent or recurring paper jams? ● Jam locations ● Clear paper jams in the document feeder ● Clear paper jams in Tray 1 ● Clear paper jams in Tray 2 ● Clear paper jams in optional Tray 3 ● Clear paper jams in the fuser ● Clear paper jams in the output bin ● Clear paper jams in the duplexer Experiencing frequent or recurring paper jams? Follow these steps to solve problems with frequent paper jams. If the first step does not resolve the problem continue with the next step until you have resolved the problem. ENWW 1. If paper has jammed in the product, clear the jam and then print a configuration page to test the product. 2. Check that the tray is configured for the correct paper size and type on the product control panel. Adjust paper settings if necessary. a. From the Home screen on the product control panel, swipe until the Setup menu displays. Touch the Setup icon to open the menu. b. Open the following menus: ● System Setup ● Paper setup c. Select the tray from the list. d. Select Paper Type and then select the type of paper that is in the tray. e. Select Paper Size and then select the size of paper that is in the tray. 3. Turn the product off, wait 30 seconds, and then turn it on again. 4. Print a cleaning page to remove excess toner from inside the product. a. From the Home screen on the product control panel, swipe until the Setup menu displays. Touch icon to open the menu. the Setup b. Touch the Service menu. Clear paper jams 119 c. Touch the Cleaning Page button. d. Load plain letter or A4 paper when you are prompted. Wait until the process is complete. Discard the page that prints. 5. Print a configuration page to test the product. a. From the Home screen on the product control panel, swipe until the Setup menu displays. Touch the Setup icon to open the menu. b. Open the Reports menu. c. Select Configuration Report. If none of these steps resolves the problem, the product might need service. Contact HP customer support. Jam locations Jams can occur in these locations: 1 7 6 5 2 4 1 2 3 3 1 Document feeder 2 Fuser area 3 Tray 3 (optional) 4 Tray 2 Duplexing area (remove Tray 2 for access) 5 Tray 1 120 Chapter 2 Solve problems ENWW 6 Toner cartridge area (open the front door for access) 7 Output bin Loose toner might remain in the printer after a jam. This problem typically resolves itself after a few sheets have been printed. ENWW Clear paper jams 121 Clear paper jams in the document feeder The following information describes how to clear paper jams in the document feeder. When a jam occurs, the control panel displays an animation that assists in clearing the jam. 1. Open the document-feeder cover. 2. Gently pull the jammed paper out. 3. Close the document-feeder cover. Make sure it is completely closed. 122 Chapter 2 Solve problems ENWW 4. Open the document feeder tray cover. HEW LETT -PAC KA RD 1 5. Gently pull the jammed paper out. HEW LETT -PAC KA RD 1 ENWW Clear paper jams 123 6. Close the document feeder tray cover. HEW LETT -PAC KA RD 1 7. Open the scanner lid. If paper is jammed in the scanner lid, gently pull it out, and then close the scanner lid. HEW 124 Chapter 2 Solve problems LETT -PAC KA RD ENWW Clear paper jams in Tray 1 Use the following procedure to clear paper jams in Tray 1. When a jam occurs, the control panel displays an animation that assists in clearing the jam. 1. Slowly pull the jammed paper out of the printer. HEW LETT -PAC KA RD 2 ENWW Clear paper jams 125 Clear paper jams in Tray 2 Use the following procedure to check for paper in all possible jam locations related to Tray 2. When a jam occurs, the control panel displays an animation that assists in clearing the jam. 1. ETTPACK AR Remove the tray from the printer. D 1 2 2. ETTPACK AR Remove the paper from the tray, and discard any damaged paper. D 1 2 3. Verify that the rear paper guide is adjusted to the indentation for the correct paper size. If necessary, pinch the release and move the rear paper guide to the correct position. It should click into place. A4 11 B5 2 126 Chapter 2 Solve problems ENWW 4. Load the paper into the tray. Make sure that the stack is flat at all four corners and that the top of the stack is below the maximum-height indicators. 2 5. ETTPACK AR Reinsert and close the tray. D 1 2 6. Press the front-door-release button. HEW LETT -PAC KARD 1 2 ENWW Clear paper jams 127 7. Open the front door. HEW LETT- PACK A RD 1 1 2 8. Remove the toner cartridge. 1 2 9. Lift the jam-access cover. 128 Chapter 2 Solve problems ENWW 10. Remove any jammed paper. 11. Install the toner cartridge. 1 2 12. Close the front door. HEW LETT- PACK A RD 1 1 2 ENWW Clear paper jams 129 Clear paper jams in optional Tray 3 Use the following procedure to check for paper in all possible jam locations related to Tray 3. When a jam occurs, the control panel displays an animation that assists in clearing the jam. 1. Remove the tray from the printer. RD 1 2 3 2. Remove the paper from the tray, and discard any damaged paper. RD 1 2 3 3. Verify that the rear paper guide is adjusted to the indentation for the correct paper size. If necessary, pinch the release and move the rear paper guide to the correct position. It should click into place. A4 11 B5 3 130 Chapter 2 Solve problems ENWW 4. Load the paper into the tray. Make sure that the stack is flat at all four corners and that the top of the stack is below the maximum-height indicators. 3 5. Reinsert and close the tray. RD 1 2 3 6. Press the front-door-release button. HEW LETT -PAC KA RD 1 2 3 ENWW Clear paper jams 131 7. Open the front door. HEW LETT- PACK A RD 1 1 2 3 8. Remove the toner cartridge. 1 2 9. Lift the jam-access cover. 132 Chapter 2 Solve problems ENWW 10. Remove any jammed paper. 11. Install the toner cartridge. 1 2 12. Close the front door. HEW LETT- PACK A RD 1 1 2 3 ENWW Clear paper jams 133 Clear paper jams in the fuser Use the following procedure to check for paper in all possible jam locations in the fuser area. When a jam occurs, the control panel displays an animation that assists in clearing the jam. 1. Press the front-door-release button. HEW LETT -PAC KARD 1 2 2. Open the front door. HEW LETT- PACK A RD 1 1 2 3. Remove the toner cartridge. 1 2 134 Chapter 2 Solve problems ENWW 4. Lift the jam-access cover. 5. Remove any jammed paper. ENWW Clear paper jams 135 6. Install the toner cartridge. 1 2 7. Close the front door. HEW LETT- PACK A RD 1 1 2 136 Chapter 2 Solve problems ENWW Clear paper jams in the output bin Use the following procedure to check for paper in all possible jam locations in the output bin. When a jam occurs, the control panel displays an animation that assists in clearing the jam. 1. If paper is visible in the output bin, grasp the leading edge and remove it. 1 2 2. Lift the scanner assembly. 3. Remove any jammed paper. ENWW Clear paper jams 137 4. Close the scanner assembly. 5. Open the rear door. 138 Chapter 2 Solve problems ENWW 6. Remove any jammed paper from the rear door area. 7. Close the rear door. ENWW Clear paper jams 139 Clear paper jams in the duplexer Use the following procedure to check for paper in all possible jam locations in the automatic duplexer. When a jam occurs, the control panel displays an animation that assists in clearing the jam. 1. Completely remove Tray 2 from the printer. ETTPACK AR D 1 2 2. Push the green button to release the duplex pan. 1 3. Remove any jammed paper. 140 Chapter 2 Solve problems ENWW 4. Close the duplex pan. 5. Reinsert Tray 2. ETTPACK AR D 1 2 ENWW Clear paper jams 141 Solve paper-handling problems The printer picks up multiple sheets of paper If the printer picks up multiple sheets of paper from the tray, try these solutions. 1. Remove the stack of paper from the tray and flex it, rotate it 180 degrees, and flip it over. Do not fan the paper. Return the stack of paper to the tray. 2. Use only paper that meets HP specifications for this printer. 3. Use paper that is not wrinkled, folded, or damaged. If necessary, use paper from a different package. 4. Make sure the tray is not overfilled. If it is, remove the entire stack of paper from the tray, straighten the stack, and then return some of the paper to the tray. 5. Make sure the paper guides in the tray are adjusted correctly for the size of paper. Align the guides with the paper-size markings in the bottom of the tray. The printer does not pick up paper If the printer does not pick up paper from the tray, try these solutions. 1. Open the printer and remove any jammed sheets of paper. 2. Load the tray with the correct size of paper for your job. 3. Make sure the paper guides in the tray are adjusted correctly for the size of paper. Align the guides with the paper-size markings in the bottom of the tray. 4. Check the printer control panel to see if the printer is waiting for you to acknowledge a prompt to feed the paper manually. Load paper, and continue. 142 Chapter 2 Solve problems ENWW Solve image quality problems You can prevent most print-quality problems by following these guidelines. ● Print quality examples Print quality examples The following examples depict Letter-size paper that has passed through the product short-edge first. These examples illustrate problems that would affect all the pages that you print, whether you print in color or in black only. The topics that follow list the typical cause and solution for each of these examples. Table 2-12 Print quality examples Problem Cause Solution Print is light or faded. The media might not meet HP specifications. Use media that meets HP specifications. The toner cartridge might be defective. Print the supplies status page to check the remaining toner cartridge life. Replace the toner cartridge. Page has dark print. The page is blank. ENWW The product is set to override the Replace black cartridge message and to continue printing. Replace the toner cartridge. The print density setting might have been changed. Set the print density setting to 0. Poor contact exists between the transfer roller contact and the transfer roller shaft. Clean the contacts. If the problem remains after cleaning, check the contacts for deformation or damage. Replace any defective parts. Poor contact exists between the drum grounding contact and the toner cartridge. Clean the grounding contacts. If the problem remains after cleaning, check the contacts for deformation or damage. Replace any defective parts. Poor contact exists between the primary charging bias contact and the toner cartridge. Clean the contacts. If the problem remains after cleaning, check the contacts for deformation or damage. Replace any defective parts. The high-voltage power supply is defective (no developing bias output). Replace the high-voltage power supply PCA. Solve image quality problems 143 Table 2-12 Print quality examples (continued) Problem Cause Solution The page is all black. Poor contact exists between the primary charging bias contact and the toner cartridge. Clean the contacts. If the problem remains after cleaning, check the contacts for deformation or damage. Replace any defective parts. The primary charging roller is defective. Replace the toner cartridge. The static charge eliminator is dirty. Clean the static charge eliminator. The transfer roller is deformed or has deteriorated. Replace the transfer roller. Poor contact exists between the transfer roller contact and the transfer roller shaft. Clean the contacts. If the problem remains after cleaning, check the contacts for deformation or damage. Replace any defective parts. The transfer roller is dirty. Replace the transfer roller. The fuser inlet guide or separation guide is dirty. Clean the dirty parts. If the dirt does not come off, replace the fuser. The pressure roller is dirty. Perform a fuser roller cleaning operation of the multi-purpose mode. If the dirt does not come off, replace the fuser. The photosensitive drum is dirty. Replace the toner cartridge. The fuser film or pressure roller is dirty. Perform a fuser roller cleaning operation of the multi-purpose mode. If the dirt does not come off, replace the fuser. The photosensitive drum surface has deteriorated. Replace the toner cartridge. The laser/scanner assembly is defective. Replace the laser/scanner assembly. White spots appear on the page. The back of the page is dirty. The front of the page is dirty. Vertical density variation appears on the page. 144 Chapter 2 Solve problems ENWW Table 2-12 Print quality examples (continued) Problem Cause Solution Vertical white lines appear on the page. Scratches are present on the circumference of the developer roller or photosensitive drum. Replace the toner cartridge. The laser/scanner mirror is dirty. Replace the laser/scanner assembly. Repetitive horizontal lines appear. Identify the dirty roller which causes the repetitive image defects. Clean the roller. If the dirt does not come off, replace the corresponding assembly including affected rollers. Horizontal scratches are present on the photosensitive drum. Replace the toner cartridge. Horizontal scratches are present on the fuser film. Replace the fuser. Repetitive horizontal white lines appear. Identify the dirty roller which causes the repetitive image defects. Clean the roller. If the dirt does not come off, replace the corresponding assembly including affected rollers. Horizontal scratches are present on the photosensitive drum. Replace the toner cartridge. The media might not meet HP specifications. Use only media that meets HP specifications. The paper path might need cleaning. Clean the paper path. The toner cartridge might be leaking. Check the cartridge for leaks. A single sheet of print media might be defective. Try reprinting the job. The moisture content of the paper is uneven or the paper has moist spots on its surface. Try different paper, such as high-quality paper that is intended for laser printers. The media is flawed. The media manufacturing processes can cause some areas to reject toner. Try different paper, such as high-quality paper that is intended for laser printers. The transfer roller is deformed or has deteriorated. Replace the transfer roller. The primary charging roller, developer roller or photosensitive drum is deformed or has deteriorated. Replace the toner cartridge. Horizontal lines appear on the page. Horizontal white lines appear on the page. Toner specks appear. Dropouts appear. ENWW Solve image quality problems 145 Table 2-12 Print quality examples (continued) Problem Vertical streaks or bands appear on the page. Aa Bb C c Aa Bb C c Aa Bb C c Aa Bb C c Aa Bb C c The amount of background toner shading becomes unacceptable. The toner is not fully fused to the media. Toner smears appear on the media. 146 Chapter 2 Solve problems Cause Solution The fuser film is deformed or has deteriorated. Replace the fuser. The high-voltage power supply is defective (no transfer bias output). Replace the high-voltage power supply PCA. The toner cartridge might be defective. Scratches are present on the circumference of the photosensitive drum. Print the supplies status page to check the remaining life. Use HP Device Toolbox to check the supplies status. Replace the toner cartridge. The product is set to override the Replace black cartridge message and to continue printing. Replace the toner cartridge. Scratches are present on the circumference of the fuser film. Replace the fuser. Extremely dry (low humidity) conditions can increase the amount of background shading. Check the product environment. The toner cartridge might be defective. Replace the toner cartridge. The product is set to override the Replace black cartridge message and to continue printing. Replace the toner cartridge. Smooth media shows more background than plain media Try using rougher media. The fuser film or pressure roller is scarred or deformed. Replace the fuser. The thermistor is defective. Replace the fuser. The fuser heater is defective. Replace the fuser. The fuser control circuit is defective. Replace the low-voltage power supply assembly. The media might not meet HP specifications. Use only media that meets HP specifications. If toner smears appear on the leading edge of the paper, the media guides are dirty, or debris has accumulated in the print path. Clean the media guides. Residual paper in the paper path. Remove the residual paper. Poor contact exists in the grounding of the toner cartridge. Clean the contacts of both the printer and the cartridge. If the problem remains after cleaning, check the contacts for deformation or damage. Replace any defective parts. Foreign substance adheres to the fuser inlet guide or the guide is dirty. Clean the fuser inlet guide. Clean the paper path. ENWW Table 2-12 Print quality examples (continued) Problem Cause Solution The toner smears easily when touched. The product is not set to print on the type of media on which you want to print. In the printer driver, select the Paper tab and set Type is to match the type of media on which you are printing. Print speed might be slower if you are using heavy paper. The media might not meet HP specifications. Use only media that meets HP specifications. The paper path might need cleaning. Clean the paper path. The product is not set to print on the type of media on which you want to print. In the printer driver, select the Paper tab and set Type is to match the type of paper on which you are printing. Print speed might be slower if you are using heavy paper. Internal parts might have toner on them. The problem typically corrects itself after a few more pages. The paper path might need cleaning. Clean the paper path. The fuser might be damaged or dirty. To determine if the fuser has a problem, open HP Device Toolbox, and print the print-quality diagnostics page. Marks repeatedly appear at even intervals on the printed side of the page. Clean the paper path. Repetitive white spots appear. Identify the dirty roller which causes the repetitive image defects. Clean the roller. If the dirt does not come off, replace the corresponding assembly. The transfer roller is deformed or has deteriorated. Replace the transfer roller. The toner cartridge might have a problem. Replace the toner cartridge. Foreign substance adheres to the primary charging roller or photosensitive drum. Marks repeatedly appear at even intervals on the unprinted side of the page. Internal parts might have toner on them. The problem typically corrects itself after a few more pages. The paper path might need cleaning. Clean the paper path. The fuser might be damaged or dirty. To determine if the fuser has a problem, open HP Device Toolbox and print the print-quality diagnostics page. Clean the paper path. ENWW Solve image quality problems 147 Table 2-12 Print quality examples (continued) Problem Cause Solution The printed page contains misformed characters. The media might not meet HP specifications. Use a different paper, such as high-quality paper that is intended for laser printers. If characters are incorrectly formed so that they produce a wavy effect, the laser/ scanner might need service. Verify that the problem also occurs on the configuration page. Replace the laser scanner assembly. The product is not set to print on the type of media on which you want to print. In the printer driver, select the Paper tab and set Type is to match the type of paper on which you are printing. Print speed might be slower if you are using heavy paper. The Service menu item Less Paper Curl is set to Off. Use the control-panel menus to change the setting. The media might not meet HP specifications. Use a different paper, such as high-quality paper that is intended for laser printers. Both high temperature and humidity can cause paper curl. Check the product environment. The media might be loaded incorrectly. Ensure that the paper or other print media is loaded correctly and that the media guides are not too tight or too loose against the stack. See the user guide. The media might not meet HP specifications. Use a different paper, such as high-quality paper that is intended for laser printers. The registration shutter spring is unhooked. Check the spring and place it in the correct position if is disengaged. The registration shutter spring is deformed. Replace the registration assembly. The media might be loaded incorrectly. Verify that the media is loaded correctly and that the media guides are not too tight or too loose against the stack. See the user guide. The printed page is curled or wavy. Text or graphics are skewed on the printed page. The printed page contains wrinkles or creases. Turn over the stack of paper in the input tray, or try rotating the paper 180° in the input tray. 148 Chapter 2 Solve problems The media might not meet HP specifications. Use a different paper, such as high-quality paper that is intended for laser printers. The feed roller or paper feed guide is dirty. Clean any dirty parts. The feed roller is deformed or worn. Replace the feed roller that is deformed or worn. The paper feed guide is damaged. Replace the paper feed guide. ENWW Table 2-12 Print quality examples (continued) Problem Cause Solution Toner appears around the printed characters. The media might be loaded incorrectly. Turn over the stack of paper in the tray. If large amounts of toner have scattered around the characters, the paper might have high resistivity. Use a different paper, such as high-quality paper that is intended for laser printers. An image that appears at the top of the page (in solid black) repeats farther down the page (in a gray field). Software settings might affect image printing. In your software program, change the tone (darkness) of the field in which the repeated image appears. In your software program, rotate the whole page 180° to print the lighter image first. The order of images printed might affect printing. Change the order in which the images are printed. For example, have the lighter image at the top of the page, and the darker image farther down the page. A power surge might have affected the product. If the defect occurs later in a print job, turn the product off for 10 minutes, and then turn on the product to restart the print job. Use non-glossy media to help reduce the severity of the defect ENWW Solve image quality problems 149 Clean the printer Clean the pickup and separation rollers 1. Turn off the printer, unplug the power cable from the printer, and then remove the rollers. 2. Dab a lint-free cloth in isopropyl alcohol, and then scrub the roller. WARNING! Alcohol is flammable. Keep the alcohol and cloth away from an open flame. Before you close the printer and connect the power cable, allow the alcohol to dry completely. NOTE: In certain areas of California (USA), air pollution control regulations restrict the use of liquid isopropyl alcohol (IPA) as a cleaning agent. In those areas of California, please disregard the previous recommendations and use a dry, lint free cloth, moistened with water, to clean the pickup roller. 3. Use a dry, lint free cloth, to wipe the rollers and remove loose dirt. Clean the paper path During the printing process, paper, toner, and dust particles can accumulate inside the printer. Over time, this buildup can cause print-quality problems such as toner specks or smearing. This printer has a cleaning mode that can correct and prevent these types of problems. Clean the paper path (LCD control panel) 1. On the printer control panel, press the OK button to open the menus. 2. Open the following menus: 3. ● Service ● Cleaning Page Load plain paper in Tray 1, and then press the OK button to start the cleaning process. Wait until the process is complete. Discard the page that prints. Clean the paper path (touchscreen control panel) 1. From the Home screen on the printer control panel, touch the Setup 2. Touch the Service menu. 3. Touch the Cleaning Page button. 4. Load plain letter or A4 paper when you are prompted. 5. Touch the OK button to begin the cleaning process. button. Wait until the process is complete. Discard the page that prints. Clean the touchscreen Clean the touch screen whenever it is necessary to remove fingerprints or dust. Wipe the touch screen gently with a clean, water-dampened, lint-free cloth. 150 Chapter 2 Solve problems ENWW CAUTION: Use water only. Solvents or cleaners can damage the touch screen. Do not pour or spray water directly onto the touch screen. ENWW Clean the printer 151 Solve performance problems Factors affecting print performance Problem Cause Solution Pages print but, are totally blank. The sealing tape might still be in the toner cartridges. Verify that the sealing tape has been completely removed from the toner cartridges. The document might contain blank pages. Check the document that you are printing to see if content appears on all of the pages. The product might be malfunctioning. To check the product, print a Configuration page. Pages print very slowly. Heavier media types can slow the print job. Print on a different type of media. NOTE: The product print speed is effected by various factors (for example, media size or page complexity). Complex pages can print slowly. Proper fusing might require a slower print speed to ensure the best print quality. Paper type not set correctly. Select the type to match the paper. Pages did not print. The product might not be pulling media correctly. Ensure paper is loaded in the tray correctly. If the problem persists, you might need to replace the pickup rollers and the separation pad. The media is jamming in the product. Clear the jam. The USB cable might be defective or incorrectly connected. ● Disconnect the USB cable at both ends and reconnect it. ● Try printing a job that has printed in the past. ● Try using a different USB cable. Other devices are running on your computer. The product might not share a USB port. If you have an external hard drive or network switchbox that is connected to the same port as the product, the other device might be interfering. To connect and use the product, you must disconnect the other device or you must use two USB ports on the computer. Print speeds Print speed is the number of pages that print in one minute. Print speed depends on different engine-process speeds or operational pauses between printed pages during normal product operation. Factors that determine the print speed of the product include the following: ● Page formatting time 152 Chapter 2 Solve problems ENWW The product must pause for each page to be formatted before it prints. Complex pages take more time to format, resulting in reduced print speed. However, most jobs print at full engine speed (35 ppm on Letter-size media or 33 ppm on A4-size media). ● Media size Legal-size media reduces print speed because it is longer than the standard Letter- or A4–size media. A reduce print speed is used when printing on narrow media to prevent the edges of the fuser from overheating. ● Media mode Some media types require a reduced print speed to achieve maximum print quality on that media. For example, glossy, heavy, and specialty media (for example, envelopes or photos) require a reduced print speed. To maximize the print speed for special media types, ensure that you select the correct media type in the print driver. ● Product temperature To prevent product damage, print speed is reduced if the product reaches a specific internal temperature (thermal slow down). The starting temperature of the product, ambient environment temperature, and the print job size effect the number of pages that can be printed before the product reduces the print speed. Thermal slow down reduces print speed by printing four pages and then pausing for an amount of time before printing continues. ● Other print speed reduction factors Other factors (especially during large print jobs) that can cause reduced print speeds include: ◦ Density control sequence; occurs every 150 pages and takes about 120 seconds. The product does not print or it prints slowly The product does not print If the product does not print at all, try the following solutions. 1. ● If the control panel does not indicate the product is ready, turn the product off and then on again. ● If the control panel indicates the product is ready, try sending the job again. 2. If the control panel indicates the product has an error, resolve the error and then try sending the job again. 3. Make sure the cables are all connected correctly. If the product is connected to a network, check the following items: 4. ENWW Make sure the product is turned on and that the control panel indicates it is ready. ● Check the light next to the network connection on the product. If the network is active, the light is green. ● Make sure that you are using a network cable and not a phone cord to connect to the network. ● Make sure the network router, hub, or switch is turned on and that it is working correctly. Install the HP software from the CD that came with the product. Using generic printer drivers can cause delays clearing jobs from the print queue. Solve performance problems 153 5. From the list of printers on your computer, right-click the name of this product, click Properties, and open the Ports tab. ● If you are using a network cable to connect to the network, make sure the printer name listed on the Ports tab matches the product name on the product configuration page. ● If you are using a USB cable and are connecting to a wireless network, make sure the box is checked next to Virtual printer port for USB. 6. If you are using a personal firewall system on the computer, it might be blocking communication with the product. Try temporarily disabling the firewall to see if it is the source of the problem. 7. If your computer or the product is connected to a wireless network, low signal quality or interference might be delaying print jobs. The product prints slowly If the product prints, but it seems slow, try the following solutions. 1. Make sure the computer meets the minimum specifications for this product. For a list of specifications, go to this Web site: www.hp.com/support/ljM402, www.hp.com/support/ljM403 or www.hp.com/ support/ljM426MFP, www.hp.com/support/ljM427MFP. 2. When you configure the product to print on some paper types, such as heavy paper, the product prints more slowly so it can correctly fuse the toner to the paper. If the paper type setting is not correct for the type of paper you are using, change the setting to the correct paper type. 3. If your computer or the product is connected to a wireless network, low signal quality or interference might be delaying print jobs. 154 Chapter 2 Solve problems ENWW Solve connectivity problems Solve direct-connect problems If you have connected the product directly to a computer, check the cable. ● Verify that the cable is connected to the computer and to the product. ● Verify that the cable is not longer than 5 m (16.4 ft). Try using a shorter cable. ● Verify that the cable is working correctly by connecting it to another product. Replace the cable if necessary. Solve network problems Check the following items to verify that the product is communicating with the network. Before beginning, print a configuration page from the product control panel and locate the product IP address that is listed on this page. ● Poor physical connection ● The computer is using the incorrect IP address for the product ● The computer is unable to communicate with the product ● The product is using incorrect link and duplex settings for the network ● New software programs might be causing compatibility problems ● The computer or workstation might be set up incorrectly ● The product is disabled, or other network settings are incorrect Poor physical connection 1. Verify that the product is attached to the correct network port using a cable of the correct length. 2. Verify that cable connections are secure. 3. Look at the network port connection on the back of the product, and verify that the amber activity light and the green link-status light are lit. 4. If the problem continues, try a different cable or port on the hub. The computer is using the incorrect IP address for the product ENWW 1. Open the printer properties and click the Ports tab. Verify that the current IP address for the product is selected. The product IP address is listed on the product configuration page. 2. If you installed the product using the HP standard TCP/IP port, select the box labeled Always print to this printer, even if its IP address changes. 3. If you installed the product using a Microsoft standard TCP/IP port, use the hostname instead of the IP address. 4. If the IP address is correct, delete the port, and then create a new one. 5. If the error persists, delete the product and then add it again. Solve connectivity problems 155 The computer is unable to communicate with the product 1. 2. Test network communication by pinging the network. a. Open a command-line prompt on your computer. For Windows, click Start, click Run, and then type cmd. b. Type ping followed by the IP address for your product. c. If the window displays round-trip times, the network is working. If the ping command failed, verify that the network hubs are on, and then verify that the network settings, the product, and the computer are all configured for the same network. The product is using incorrect link and duplex settings for the network Hewlett-Packard recommends leaving this setting in automatic mode (the default setting). If you change these settings, you must also change them for your network. New software programs might be causing compatibility problems Verify that any new software programs are correctly installed and that they use the correct printer driver. The computer or workstation might be set up incorrectly 1. Check the network drivers, printer drivers, and the network redirection. 2. Verify that the operating system is configured correctly. The product is disabled, or other network settings are incorrect 1. Review the configuration page to check the status of the network protocol. Enable it if necessary. 2. Reconfigure the network settings if necessary. 156 Chapter 2 Solve problems ENWW Solve wireless network problems ● Wireless connectivity checklist ● The control panel displays the message: The wireless feature on this product has been turned off ● The product does not print after the wireless configuration completes ● The product does not print, and the computer has a third-party firewall installed ● The wireless connection does not work after moving the wireless router or product ● Cannot connect more computers to the wireless product ● The wireless product loses communication when connected to a VPN ● The network does not appear in the wireless networks list ● The wireless network is not functioning Wireless connectivity checklist ● The product and the wireless router are turned on and have power. Also make sure the wireless radio in the product is turned on. ● The service set identifier (SSID) is correct. Print a configuration page to determine the SSID. If you are not sure the SSID is correct, run the wireless setup again. ● With secured networks, make sure the security information is correct. If the security information is incorrect, run the wireless setup again. ● If the wireless network is working correctly, try accessing other computers on the wireless network. If the network has Internet access, try connecting to the Internet over a wireless connection. ● The encryption method (AES or TKIP) is the same for the product as it is for the wireless access point (on networks using WPA security). ● The product is within the range of the wireless network. For most networks, the product must be within 30 m (100 ft) of the wireless access point (wireless router). ● Obstacles do not block the wireless signal. Remove any large metal objects between the access point and the product. Make sure poles, walls, or support columns containing metal or concrete do not separate the product and wireless access point. ● The product is located away from electronic devices that might interfere with the wireless signal. Many devices can interfere with the wireless signal including motors, cordless phones, security system cameras, other wireless networks, and some Bluetooth devices. ● The printer driver is installed on the computer. ● You have selected the correct printer port. ● The computer and product connect to the same wireless network. The control panel displays the message: The wireless feature on this product has been turned off ▲ ENWW Press the wireless button on the product to open the Wireless menu, and then turn the wireless radio on. Solve connectivity problems 157 The product does not print after the wireless configuration completes 1. Make sure the product is turned on and in the ready state. 2. Make sure you are connecting to the correct wireless network. 3. Make sure that the wireless network is working correctly. 4. a. Open the Network Setup menu, and then open the Wireless Menu item. b. Select the Run Network Test item to test the wireless network. The product prints a report with the results. Make sure that your computer is working correctly. If necessary, restart your computer. The product does not print, and the computer has a third-party firewall installed 1. Update the firewall with the most recent update available from the manufacturer. 2. If programs request firewall access when you install the product or try to print, make sure you allow the programs to run. 3. Temporarily turn off the firewall, and then install the wireless product on the computer. Enable the firewall when you have completed the wireless installation. The wireless connection does not work after moving the wireless router or product Make sure that the router or product connects to the same network that your computer connects to. 1. Open the Reports menu, and select the Configuration Report item to print the report. 2. Compare the service set identifier (SSID) on the configuration report to the SSID in the printer configuration for your computer. 3. If the SSIDs are not the same, the devices are not connecting to the same network. Reconfigure the wireless setup for your product. Cannot connect more computers to the wireless product 1. Make sure that the other computers are within the wireless range and that no obstacles block the signal. For most networks, the wireless range is within 30 m (100 ft) of the wireless access point. 2. Make sure the product is turned on and in the ready state. 3. Turn off any third-party firewalls on your computer. 4. Make sure that the wireless network is working correctly. a. On the product control panel, and then open the Wireless Menu item. b. Select the Run Network Test item to test the wireless network. The product prints a report with the results. 5. Make sure that your computer is working correctly. If necessary, restart your computer. 6. If the product is in Wireless Direct mode, make sure that the computer connection is pointing to the correct IP address. In Wireless Direct mode, the product has two IP addresses: one assigned by the router, and the other set by the Wireless Direct function. Use the printer IP address to connect other computers. 158 Chapter 2 Solve problems ENWW The wireless product loses communication when connected to a VPN ● Typically, you cannot connect to a VPN and other networks at the same time. The network does not appear in the wireless networks list ● Make sure the wireless router is turned on and has power. ● The network might be hidden. However, you can still connect to a hidden network. You need to know the network name and the network security settings. The wireless network is not functioning 1. Verify that the network is communicating. Find the product IP address on the configuration page, and then open a Web browser and enter the IP address to see if the HP Embedded Web Server will open. 2. Test network communication by pinging the network. 3. ENWW a. Open a command-line prompt on your computer. For Windows, click Start, click Run, and then type cmd. b. Type ping followed by the service set identifier (SSID) for your network. c. If the window displays round-trip times, the network is working. Make sure that the router or product connects to the same network that your computer connects to. a. Open the Reports menu, and select the Configuration Report item to print the report. b. Compare the service set identifier (SSID) on the configuration report to the SSID in the printer configuration for your computer. c. If the SSIDs are not the same, the devices are not connecting to the same network. Reconfigure the wireless setup for your product. Solve connectivity problems 159 Service mode functions Service menu Use the control-panel Service menu to troubleshoot product problems. Service menu settings The Service menu is used to adjust print settings, restore factory default settings, and clean the print paper path. The following Service menu items are available: ● Cleaning Page—used to remove dust and toner from the print paper path. ● USB Speed—used to set the USB speed to high or full. ● Less Paper Curl—used to put the product into a mode that reduces paper curl. ● Archive Print—used to put the product into a mode that produces output less susceptible to toner smearing and dusting for preservation and archival. ● Firmware Date—used to display the product's firmware date code. ● Restore Defaults—used to reset all customer-accessible menu settings back to the factory default settings (except language) via the control panel or software. NOTE: This Service menu item does not reset factory-settable settings, including formatter number, page counts, factory paper settings, language, and so on. ● Signature Check—used to configure how the product proceeds when a firmware upgrade file does not have a valid signature. ● HP Smart Install—used to enable or disable the HP Smart Install functionality. ● LaserJet Update—used to manually update the firmware or to set up automatic firmware updates. Restore the factory-set defaults Restore the factory-set defaults (LCD control panel) 1. On the product control panel, press the OK button to open the menus. 2. Open the following menus: ● Service ● Restore Defaults The product automatically restarts. 160 Chapter 2 Solve problems ENWW Restore the factory-set defaults (touchscreen control panel) 1. From the Home screen on the product control panel, touch the Setup 2. Scroll to and touch the Service menu. 3. Scroll to and touch the Restore Defaults button, and then touch the OK button. button. The product automatically restarts. Secondary service menu Use the secondary service menu to print service-related reports and to run special tests. Customers do not have access to this menu. Open the secondary service menu Open the secondary service menu (LCD control panel) 1. Make sure the product is in the Ready state. 2. At the product control panel, press the OK button to open the menus. 3. Press the left arrow button, and then quickly press the Cancel 4. The product returns to the Ready state. Press the OK button to reopen the menus. 5. Select the 2ndary Service menu, and then press the OK button. 6. Use the arrow buttons to navigate the 2ndary Service menu. button. Open the secondary service menu (touchscreen control panel) 1. Make sure the product is in the Ready state. 2. From the Home screen on the product control panel, touch the Setup 3. Touch the empty space (callout 1) between the Home press the Back button. button and the Help button, and then quickly . 1 ENWW 4. The product returns to the Ready state. Touch the Setup 5. Touch the 2ndary Service menu. 6. Use the scrollbar to navigate the 2ndary Service menu. button to reopen the menus. Service mode functions 161 Secondary service menu structure Table 2-13 Secondary Service menu Menu item Sub-menu item Description Service Reports Cont Self Test Print a continuous configuration page. Error Report Print an error report. A list of available locations appears This item sets certain product parameters that are dependent on the location, such as the default paper size and the symbol set. Location Scroll to the appropriate location and select Yes to set the location. The printer automatically restarts after you change the location. Line Frequency This item allows the refresh rate of the touchscreen control panel to be changed between 50 and 60 Hz. Display Test Use this test to verify that the LEDs and characters on the control-panel display function correctly. At the beginning of the test, each of the LEDs is turned on one-at-time. Press the OK button to continue to the next LED. After the LED test is complete, the character test begins by testing the pixels on each line. Then, each of the 255 characters is displayed in groups of 16. Press the OK button to continue to the next group of 16 characters. You can button. cancel the test at any time by pressing the Cancel Button Test Use this test to verify that the control-panel buttons function correctly. The display prompts you to press each button. Calibrate Touch Screen Use this item to adjust the touchscreen control panel. CP FW Version This item shows the current date code of the firmware. 802.11n (Wireless models only.) Enable or disable the wireless 802.11n functionality. LED Test This item allows the testing of the different LED Displays NAND Reset This item allows the NAND to be reset. Speed Use this item to toggle between high and low. Developer's menu Only manufacturing engineers, service engineers, and developers should access the developer's menu. Open the Developer's menu (LCD control panel) 1. Make sure the product is in the Ready state. 2. At the product control panel, press the OK button to open the menus. 3. Press the left arrow button, and then quickly press the Cancel 4. The product returns to the Ready state. Press the OK button to reopen the menus. 5. Select the Developer's menu item, and then press the OK button. 6. Use the arrow buttons to navigate the Developer's menu. 162 Chapter 2 Solve problems button. ENWW Open the Developer's menu (touchscreen control panel) 1. Make sure the product is in the Ready state. 2. From the Home screen on the product control panel, touch the Setup 3. Touch the empty space (callout 1) between the Home press the Home button. button. button and the Help button, and then quickly 1 ENWW 4. The product returns to the Ready state. Touch the Setup 5. Touch the Developer's menu item. 6. Use the scrollbar to navigate the Developer's menu. button to reopen the menus. Service mode functions 163 Product resets NVRAM initialization CAUTION: All HP Jetdirect settings are also reset. Be sure to print a configuration page before performing an NVRAM initialization. Make note of the IP address that is listed on the Jetdirect configuration page. You need to restore the IP address after performing an NVRAM initialization. An NVRAM initialization erases all data stored in the unprotected NVRAM sections. Performing an NVRAM initialization resets the following settings and information: ● All menu settings are reset to factory default values. ● All localization settings, including language and country/region, are reset. After performing an NVRAM initialization, reconfigure any computers that print to this printer so that the computers can recognize the printer. 1. Turn the printer off. 2. Perform one of the following steps: ● LCD control panel models: Simultaneously press and hold the right arrow button and the Cancel button. Keep these buttons depressed as you turn the printer on. ● Touchscreen control panel models: Turn the printer on. When the HP logo appears on the display, press and hold the lower right quadrant of the touchscreen. NOTE: It takes about 45 seconds before the NVRAM initialization process begins. 3. When the Permanent Storage Init. message appears on the display, release the buttons. 4. When the printer has finished the NVRAM initialization, it returns to the Ready state. 164 Chapter 2 Solve problems ENWW Solve fax problems (fax models only) Introduction Use the fax troubleshooting information to help resolve issues. ● Fax troubleshooting checklist ● Solve general fax problems Fax troubleshooting checklist ● Several possible fixes are available. After each recommended action, retry faxing to see if the problem is resolved. ● For best results during fax problem solving, make sure the line from the printer is connected directly to the wall phone port. Disconnect all other devices that are connected to the printer. 1. Verify that the telephone cord is connected to the correct port on the back of the printer. 2. Check the phone line by using the fax test: a. From the Home screen on the printer control panel, swipe until the Setup menu displays. Touch the Setup icon to open the menu. b. Open the following menus: c. ● Service ● Fax Service Select the Run Fax Test option. The printer prints a fax test report. The report contains the following possible results: 3. ● Pass: The report contains all of the current fax settings for review. ● Fail: The report indicates the nature of the error and contains suggestions for how to resolve the issue. Verify that the printer firmware is current: a. Print a configuration page from the control panel Reports menu to obtain the current firmware date code. b. Go to www.hp.com/go/support, click the Drivers & Software link, type the printer name in the search field, press the ENTER button, and then select the printer from the list of search results. c. Select the operating system. d. Under the Firmware section, locate the Firmware Update Utility. NOTE: Make sure to use the firmware update utility that is specific to the printer model. ENWW e. Click Download, click Run, and then click Run again. f. When the utility launches, select the printer from the drop-down list, and then click Send Firmware. Solve fax problems (fax models only) 165 NOTE: To print a configuration page to verify the installed firmware version before or after the update process, click Print Config. g. 4. Follow the on-screen instructions to complete the installation, and then click the Exit button to close the utility. Verify that the fax was set up when the printer software was installed. From the computer, in the HP program folder, run the Fax Setup Utility. 5. Verify that the telephone service supports analog fax. ● If using ISDN or digital PBX, contact your service provider for information about configuring to an analog fax line. ● If using a VoIP service, change the Fax Speed setting to Slow (V.29) from the control panel. Ask if your service provider supports fax and for the recommended fax modem speed. Some companies might require an adapter. ● If you are using a DSL service, make sure that a filter is included on the phone-line connection to the printer. Contact the DSL service provider, or purchase a DSL filter if you do not have one. If a DSL filter is installed, try another filter because filters can be defective. Solve general fax problems ● Faxes are sending slowly ● Fax quality is poor ● Fax cuts off or prints on two pages Faxes are sending slowly The printer is experiencing poor phone line quality. ● Retry sending the fax when the line conditions have improved. ● Check with the phone service provider that the line supports fax. ● Turn off the Error Correction setting. a. Open the Setup Menu menu. b. Open the Service menu. c. Open the Fax Service menu. d. Open the Error Correction menu. e. Select the Off setting. NOTE: This can reduce image quality. ● Use white paper for the original. Do not use colors such as gray, yellow, or pink. ● Increase the Fax Speed setting. 166 Chapter 2 Solve problems ENWW a. Open the Setup Menu menu. b. Open the Fax Setup menu. c. Open the Advanced Setup menu. d. Open the Fax Speed menu. e. Select the correct setting. ● Divide large fax jobs into smaller sections, and then fax them individually. ● Change the fax settings on the control panel to a lower resolution. a. Open the Setup Menu menu. b. Open the Fax Setup menu. c. Open the Advanced Setup menu. d. Open the Fax Resolution menu. e. Select the correct setting. Fax quality is poor Fax is blurry or light. ● Increase fax resolution when sending faxes. Resolution does not affect received faxes. a. Open the Setup Menu menu. b. Open the Fax Setup menu. c. Open the Advanced Setup menu. d. Open the Fax Resolution menu. e. Select the correct setting. NOTE: Increasing resolution slows transmission speed. ● ENWW Turn on the Error Correction setting from the control panel. a. Open the Setup Menu menu. b. Open the Service menu. c. Open the Fax Service menu. d. Open the Error Correction menu. e. Select the On setting. ● Check the toner cartridges and replace if necessary. ● Ask the sender to darken the contrast setting on the sending fax machine, and then resend the fax. Solve fax problems (fax models only) 167 Fax cuts off or prints on two pages ● Set the Default Paper Size setting. Faxes print on a single size of paper based on the Default Paper Size settings. a. Open the Setup Menu menu. b. Open the System Setup menu. c. Open the Paper Setup menu. d. Open the Default Paper Size menu. e. Select the correct setting. ● Set the paper type and size for the tray used for faxes. ● Turn on the Fit to Page setting to print longer length faxes on letter or A4 size paper. a. Open the Setup Menu menu. b. Open the Fax Setup menu. c. Open the Advanced Setup menu. d. Open the Fit to Page menu. e. Select the On setting. NOTE: If the Fit to Page setting is off and the Default Paper Size setting is set to letter, a legal size original prints on two pages. 168 Chapter 2 Solve problems ENWW Solve email problems (M426, M427 printes) If Scan to E-mail problems occur, try these solutions: ● Make sure this feature has been set up. If this feature has not been set up, use the setup wizard in the HP Device Toolbox (Windows) or HP Utility for Mac OS X software to set it up. ● Make sure the Scan to Email feature is enabled. If it has been disabled, enable the feature through the HP Device Toolbox (Windows) or HP Utility for Mac OS X software. ● Make sure that the printer is connected to a computer or to a network. Cannot connect to the email server ● Make sure the SMTP or LDAP server name is correct. Check this setting with your system administrator or Internet Service Provider. ● If the printer cannot establish a secure connection to the SMTP or LDAP server, try without the secure connection or try a different server or port. Check this setting with your system administrator or Internet Service Provider. ● If the SMTP or LDAP server requires authentication, make sure a valid user name and password are used. ● If the SMTP or LDAP server uses an authentication method that is not supported, try a different server. Check this setting with your system administrator or Internet Service Provider. Validate the SMTP gateway (Windows) 1. Open an MS-DOS command prompt: click Start, click Run, type cmd, and then press the Enter key. 2. In the command prompt window, type telnet followed by the SMTP gateway address and then the number 25, which is the port over which the printer is communicating. For example, type telnet 123.123.123.123 25 where "123.123.123.123" represents the SMTP gateway address. 3. Press the Enter key. If the SMTP gateway address is not valid, the response contains the message Could not open connection to the host on port 25: Connect Failed. 4. If the SMTP gateway address is not valid, contact the network administrator. Validate the LDAP gateway (Windows) ENWW 1. Open Windows Explorer. In the address bar, type LDAP:// immediately followed by the LDAP gateway address. For example, type LDAP://12.12.12.12 where "12.12.12.12" represents the LDAP gateway address. 2. Press the Enter key. If the LDAP gateway address is valid, the Find People dialog box opens. 3. If the LDAP gateway address is not valid, contact the network administrator. Solve email problems (M426, M427 printes) 169 Manually update the firmware Manually update the firmware (LCD control panel) 1. On the product control panel, press the OK button to open the menus. 2. Open the following menus: 3. ● Service ● LaserJet Update ● Check For Updates Now Select the Yes option, and then press the OK button to prompt the product to search for firmware updates. If the product detects an upgrade, it will begin the update process. NOTE: The LaserJet Update menu also contains items that allow you to set up automatic firmware updates for the product, allow you to upload an earlier firmware version, and enable or disable a prompt prior to a firmware file upload. Manually update the firmware (touchscreen control panel) 1. From the Home screen on the product control panel, touch the Setup 2. Open the following menus: 3. ● Service ● LaserJet Update ● Check For Updates Now button. Touch the Yes button to prompt the product to search for firmware updates. If the product detects an upgrade, it will begin the update process. NOTE: The LaserJet Update menu also contains items that allow you to set up automatic firmware updates for the product, allow you to upload an earlier firmware version, and enable or disable a prompt prior to a firmware file upload. 170 Chapter 2 Solve problems ENWW A ENWW Printer specifications ● Printer dimensions M426 and M427 ● Printer dimensions M402 and M403 ● Printer space requirements ● Power consumption, electrical specifications, and acoustic emissions ● Operating-environment range ● Certificate of Volatility 171 Printer dimensions M426 and M427 Figure A-1 Dimensions for the M426 and M427 models 3 3 1 1 HEWL ETT-P ACKA RD 1 2 2 2 2 Printer fully closed Printer fully open 1. Height 323 mm (12.7 in) 577 mm (22.7 in) 2. Depth 390 mm (15.3 in) 839 mm (33 in) 3. Width 420 mm (16.5 in) 453 mm (17.8 in) Weight (with cartridges) 13.1 kg (28.8 lb) Figure A-2 Dimensions for the optional 550-sheet tray 3 3 1 3 1 2 2 3 172 Appendix A Printer specifications ENWW Tray fully closed Tray fully open 1. Height 131 mm (5.1 in) 131 mm (5.1 in) 2. Depth 357 mm (14 in) 781 mm (30.8 in) 3. Width 381 mm (15 in) 381 mm (15 in) Weight (with cartridges) 3.5 kg (7.7 lb) Figure A-3 Dimensions for the printer with the optional 550-sheet tray 3 3 1 1 HEWL HE WLET ETT-P T-PAC ACKA KARD RD 1 2 2 3 2 2 3 ENWW Printer and tray fully closed Printer and tray fully open 1. Height 452 mm (17.8 in) 706 mm (27.8 in) 2. Depth 390 mm (15.3 in) 839 mm (33 in) 3. Width 420 mm (16.5 in) 453 mm (17.8 in) Weight (with cartridges) 16.6 kg (36.5 lb) Printer dimensions M426 and M427 173 Printer dimensions M402 and M403 Figure A-4 Dimensions for the M402 and M403 models 3 HEWL ET 3 1 T-PAC KA RD 1 ETT-P ACKA RD 2 2 1 HEWL 2 2 Printer fully closed Printer fully open 1. Height 216 mm (8.5 in) 241 mm (9.5 in) 2. Depth 357 mm (14 in) 781 mm (30.8 in) 3. Width 381 mm (15 in) 381 mm (15 in) Weight (with cartridges) 8.8 kg (19.4 lb) Figure A-5 Dimensions for the optional 550-sheet tray 3 3 1 3 1 2 2 3 174 Appendix A Printer specifications ENWW Tray fully closed Tray fully open 1. Height 131 mm (5.1 in) 131 mm (5.1 in) 2. Depth 357 mm (14 in) 781 mm (30.8 in) 3. Width 381 mm (15 in) 381 mm (15 in) Weight 3.5 kg (7.7 lb) Figure A-6 Dimensions for the printer with the optional 550-sheet tray 3 3 HEWL ETT-P ACKA RD 1 1 1 2 2 3 2 2 3 ENWW Printer and tray fully closed Printer and tray fully open 1. Height 345 mm (13.5 in) 372 mm (14.6 in) 2. Depth 357 mm (14 in) 781 mm (30.8 in) 3. Width 381 mm (15 in) 381 mm (15 in) Weight (with cartridges) 12.4 kg (27.3 lb) Printer dimensions M402 and M403 175 Printer space requirements HP recommends that 30 mm (1.81 in) be added to the printer dimensions provided in this chapter to make sure there is sufficient space to open doors and covers, and to provide proper ventilation. See Printer dimensions M426 and M427 on page 172 and/or Printer dimensions M402 and M403 on page 174. Power consumption, electrical specifications, and acoustic emissions See www.hp.com/support/ljM402, www.hp.com/support/ljM403 or www.hp.com/support/ljM426MFP, www.hp.com/support/ljM427MFP for current information. CAUTION: Power requirements are based on the country/region where the printer is sold. Do not convert operating voltages. This will damage the printer and void the printer warranty. Operating-environment range Table A-1 Operating-environment specifications Environment Recommended Allowed Temperature 17.5° to 25°C (63.5° to 77°F) 15° to 32°C (59° to 90.5°F) Relative humidity 30% to 70% relative humidity (RH) 10% to 80% RH Altitude Not applicable 0 to 3048 m (0 to 10,000 ft) 176 Appendix A Printer specifications ENWW Certificate of Volatility Figure A-7 Certificate of Volatility M402/M403 (1 of 2) Hewlett-Packard Certificate of Volatility Part Number: M402n=C5F93A; M402d=C5F92A M402dn=C5F94A/G3V21A; M402dw=C5F95A; M403n=F6J41A; M403d=F6J42A; M403dn=F6J43a; M403dw=F6J44A Model: HP LaserJet Pro M402 HP LaserJet Pro M403 Address: Hewlett Packard Company 11311 Chinden Blvd Boise, ID 83714 Volatile Memory Does the device contain volatile memory (Memory whose contents are lost when power is removed)? Yes No If Yes please describe the type, size, function, and steps to clear the memory below Type (SRAM, DRAM, etc): Size: SDRAM-DDR3 128MB User Modifiable: Type (SRAM, DRAM, etc): Size: Yes No User Modifiable: Yes Type (SRAM, DRAM, etc): Size: Function: Steps to clear memory: Print job specific information, and information stored in RAM disk. When the printer is powered off, the memory is erased. Function: Steps to clear memory: Function: Steps to clear memory: No User Modifiable: Yes No Non-Volatile Memory Does the device contain non-volatile memory (Memory whose contents are retained when power is removed)? Yes No If Yes please describe the type, size, function, and steps to clear the memory below Type (Flash, EEPROM, etc): Size: EEPROM 16KB User Modifiable: Yes Type (Flash, EEPROM, etc): Size: NAND Flash 128MB Type (Flash, EEPROM, etc): Size: No User Modifiable: Yes No User Modifiable: Yes Function: Steps to clear memory: Printer specific data such as page count, configuration etc. Perform a NVRAM initialization to clear unprotected data as explained in SM (for service person to perform only). Function: Steps to clear memory: FW code/partial printer configuration information storage. Perform a NVRAM initialization to clear unprotected data as explained in SM (for service person to perform only). Function: Steps to clear memory: No Mass Storage Does the device contain mass storage memory (Hard Disk Drive, Tape Backup)? Yes No If Yes please describe the type, size, function, and steps to clear the memory below Type (HDD, Tape, etc): Size: User Modifiable: Yes Type (HDD, Tape, etc): Size: User Modifiable: Yes Function: Steps to clear memory: Function: Steps to clear memory: No No USB Does the item accept USB input and if so, for what purpose (i.e Print Jobs, device firmware updates, scan upload)? Yes No If Yes please describe below The front USB host can accept print jobs, scan uploads, photos and can be used to upload printer firmware. Can any data other than scan upload be sent to the USB device)? Yes No If Yes please describe below Rear USB host when configured will accept stored jobs, encrypted files stored and deleted by user. ENWW Certificate of Volatility 177 Figure A-8 Certificate of Volatility M402/M403 (2 of 2) RF/RFID Does the item use RF or RFID for receive or transmit of any data including remote diagnostics. (e.g. Cellular phone, Bluetooth) Yes No If Yes please describe below Purpose: Near field communication Frequency: 2.4 GHz Bandwidth: 802.11n 20Mhz Modulation: Effective Radiate Power (ERP): 802.11n 15+-1.5dBm Specifications: 802.11b/g/n wireless NFC Other Transmission Capabilities Does the device employ any other methods of non-wired access to transmit or receive any data whatsoever (e.g. anything Yes No If Yes please describe below: other than standard hard wired TCP/IP, direct USB, or parallel connections)? Purpose: Frequency: Bandwidth: Modulation: Effective Radiate Power (ERP): Specifications: Other Capabilities Does the device employ any other method of communications such as a Modem to transmit or receive any data whatsoever? Yes No If Yes please describe below: Purpose: Specifications: Author Information Name: Title: Security Technical Marketing Engineer Email: Business Unit: IPG Date Prepared: 06/18/15 178 Appendix A Printer specifications ENWW Figure A-9 Certificate of Volatility M426/M427 (1 of 2) Hewlett-Packard Certificate of Volatility Part Number: M426dw=F6W13A; M426fdn=F6W14A M426fdw=F6W15A; M427dw=C5F97A; M427fdn=C5F98A; M427fdw=C5F99A Model: HP LaserJet Pro M426 HP LaserJet Pro M427 Address: Hewlett Packard Company 11311 Chinden Blvd Boise, ID 83714 Volatile Memory Does the device contain volatile memory (Memory whose contents are lost when power is removed)? Yes No If Yes please describe the type, size, function, and steps to clear the memory below Type (SRAM, DRAM, etc): Size: SDRAM-DDR3 256MB User Modifiable: Type (SRAM, DRAM, etc): Size: Yes No User Modifiable: Yes Type (SRAM, DRAM, etc): Size: Function: Steps to clear memory: Print/Scan/Fax job specific information, and information stored in RAM disk. When the printer is powered off, the memory is erased. Function: Steps to clear memory: Function: Steps to clear memory: No User Modifiable: Yes No Non-Volatile Memory Does the device contain non-volatile memory (Memory whose contents are retained when power is removed)? Yes No If Yes please describe the type, size, function, and steps to clear the memory below Type (Flash, EEPROM, etc): Size: EEPROM 16KB User Modifiable: Yes Type (Flash, EEPROM, etc): Size: NAND Flash 256MB Type (Flash, EEPROM, etc): Size: No User Modifiable: Yes No User Modifiable: Yes Function: Steps to clear memory: Printer specific data such as page count, configuration etc. Perform a NVRAM initialization to clear unprotected data as explained in SM (for service person to perform only). Function: Steps to clear memory: FW code/partial printer configuration information storage. Perform a NVRAM initialization to clear unprotected data as explained in SM (for service person to perform only). Function: Steps to clear memory: No Mass Storage Does the device contain mass storage memory (Hard Disk Drive, Tape Backup)? Yes No If Yes please describe the type, size, function, and steps to clear the memory below Type (HDD, Tape, etc): Size: User Modifiable: Yes Type (HDD, Tape, etc): Size: User Modifiable: Yes Function: Steps to clear memory: Function: Steps to clear memory: No No USB Does the item accept USB input and if so, for what purpose (i.e Print Jobs, device firmware updates, scan upload)? Yes No If Yes please describe below The front USB host can accept print jobs, scan uploads, photos and can be used to upload printer firmware. Can any data other than scan upload be sent to the USB device)? Yes No If Yes please describe below Rear USB host when configured will accept stored jobs, encrypted files stored and deleted by user. ENWW Certificate of Volatility 179 Figure A-10 Certificate of Volatility M426/M427 (2 of 2) RF/RFID Does the item use RF or RFID for receive or transmit of any data including remote diagnostics. (e.g. Cellular phone, Bluetooth) Yes No If Yes please describe below Purpose: Near field communication Frequency: 2.4 GHz Bandwidth: 802.11n 20Mhz Modulation: Effective Radiate Power (ERP): 802.11n 15+-1.5dBm Specifications: 802.11b/g/n wireless NFC Other Transmission Capabilities Does the device employ any other methods of non-wired access to transmit or receive any data whatsoever (e.g. anything Yes No If Yes please describe below: other than standard hard wired TCP/IP, direct USB, or parallel connections)? Purpose: Frequency: Bandwidth: Modulation: Effective Radiate Power (ERP): Specifications: Other Capabilities Does the device employ any other method of communications such as a Modem to transmit or receive any data Yes No If Yes please describe below: whatsoever? Purpose: Specifications: Author Information Name: Title: Security Technical Marketing Engineer Email: Business Unit: IPG Date Prepared: 06/18/15 180 Appendix A Printer specifications ENWW Index Symbols/Numerics 2ndary service menu 161 550-sheet feeder (optional Tray 3) components 35 operation 35 550-sheet paper feeder controller and electrical components 35 electrical components, pickup and feed 36 jam detection 38 motor control 36 other functions, pickup and feed 37 paper path 35 pickup and feed operation 36 A AC to DC conversion 9 acoustic specifications 176 archive setting 74 automatic crossover, setting 77 B back page dirty 144 back page dirty, troubleshooting 144 back page dirty, troubleshooting 144 background, gray 146 bands, troubleshooting 146 basic printer operation 3 bias generation high-voltage power supply 12 black page 144 black page, troubleshooting 144 black page, troubleshooting 144 ENWW blank page 143 blank page, troubleshooting 143 blank page, troubleshooting 143 blank pages, troubleshooting 152 browser requirements HP Embedded Web Server 62 C cables USB, troubleshooting 152 calibrating touchscreen 162 cartridge life detection 27 memory chip 27 presence detection 27 toner level detection 27 cartridges supplies status page 71 cautions iii certificate of volatility 177 characters, troubleshooting 148 checklist fax troubleshooting 165 problems 41 checklists pre-troubleshooting 44 problem source 46 checklists, printing 71 circuit diagrams 61 high-voltage power supply 11 low-voltage power supply 9 clean touch screen 150 cleaning mode 160 paper path 64, 150 components 550-sheet feeder (optional Tray 3) 35 DC controller 6 engine-control system 5 fuser 13 pickup, feed, and delivery 27 toner cartridge 25 configuration page 65, 70 connectivity solving problems 155 connectors, DC controller locating 53 contrast display, control panel 74 control functions fuser 14 control panel blank, troubleshooting 47 button test 162 clean touch screen 150 cleaning page, printing 64, 150 display contrast 74 display test 162 language 72 menu map, printing 70 messages, types of 79 Network Setup menu 77 Reports menu 70 Service menu 74 System Setup menu 72 controller paper feeder (optional Tray 3) 35 conventions, document iii cooling areas and fans 8 Courier font settings 74 creases, troubleshooting 148 Index 181 crooked pages 148 cross-sectional printer view block diagram 51 curl, paper settings 74 curled media 148 D dark print 143 dark print, troubleshooting 143 darkness dark print, troubleshooting 143 DC controller components 6 fans 8 motors 8 DC motors 8 DC voltages converted from AC 9 default settings, restoring 74 NVRAM initialization 164 defaults restoring 160 demo page 70 determine problem source 44 developer's 162 developer's menu 162 development process 22 diagrams block 51 circuit 61 cross-sectional printer view 51 fan 57 main assemblies PCAs 59 main PCAs (printer base) 59 major components (printer base) 56 motor 57 PCA connections 53 rollers (printer base) 58 rollers and pads 58 timing 60 Diagrams: DC controller connectors locating 53 dimensions, printer, M402 and M403 174 dimensions, printer, M426 and M427 172 display contrast, setting 74 document conventions iii 182 Index document feeder jams 122 dots, troubleshooting 145 drivers usage page 71 drum cleaning 24 duplexer clearing jams 117, 140 duplexing unit motors 8 E electrical components paper feeder (optional Tray 3) 35 electrical components, pickup and feed paper feeder (optional Tray 3) 36 electrical specifications 176 Embedded Web Server (EWS) features 62 engine-control system components 5 error messages error report 96 event log 96, 97 types of 79 exhaust fans 8 Explorer, versions supported HP Embedded Web Server 62 F factory defaults, restoring 74 NVRAM initialization 164 faded print 143 failure detection laser/scanner 17 motors 8 fan (printer base) block diagram 57 fans DC controller 8 exhaust 8 intake 8 fax solve general problems 166 fax troubleshooting checklist 165 firmware version 162 fonts Courier settings 74 lists, printing 71 front page dirty 144 front page dirty, troubleshooting 144 front page dirty, troubleshooting 144 fuser 12 clearing jams 111, 134 components 13 control functions 14 control-circuit function 12 temperature protection 15 See also fusing and delivery unit fusing process 24 G graph paper, printing 71 gray background, troubleshooting 146 H heaters fuser 13 high-voltage power supply (HVPS) bias generation 12 circuits 12 operations 11 horizontal lines 145 horizontal lines, troubleshooting 145 horizontal lines, troubleshooting 145 horizontal white lines 145 horizontal white lines, troubleshooting 145 horizontal white lines, troubleshooting 145 HP Embedded Web Server (EWS) features 62 HP Jetdirect print server NVRAM initialization 164 HVPS (high-voltage power supply) bias generation 12 circuits 12 operations 11 I image quality archive setting 74 ENWW solving 143 troubleshooting defects 66 image-formation process development process 22 drum cleaning 24 fusing process 24 laser-beam exposure 22 primary charging 21 primary transfer process 23 separation process 24 image-information process 18 information pages configuration page 65 initial rotation period 4 initialization NVRAM 164 intake fans 8 Internet Explorer, versions supported HP Embedded Web Server 62 interpret control-panel messages and event log entries 79 LDAP gateway validating 169 LEDs, troubleshooting 49 light print, troubleshooting 143 lightness faded print, troubleshooting 143 lines, troubleshooting 146 printed pages 146 location setting 162 loose toner, troubleshooting 146, 147 low-voltage power supply (LVPS) operations 9 protection for components 10 safety 10 LVPS (low-voltage power supply) operations 9 protection for components 10 safety 10 J jam detection paper feeder (optional Tray 3) 38 jams causes of 101 document feeder 122 duplexer 117, 140 fuser 111, 134 locating 102, 120 output bin 115, 137 tracking number of 71 Tray 1 103, 125 Tray 2 104, 126 Tray 3 108, 130 Jetdirect print server NVRAM initialization 164 M main PCAs (printer base) block diagram 59 major components (printer base) block diagram 56 media curled, troubleshooting 148 default settings 72 wrinkled 148 memory NVRAM initialization 164 toner cartridge 27 menu Quick Forms 71 menu map 42 menus 162 menus, control panel map, printing 70 Network Setup 77 Reports 70 Service 74 System Setup 72 messages types of 79 motor control paper feeder (optional Tray 3) 36 L language, control panel 72 laser-beam exposure 22 laser/scanner failure detection 17 operations 16 safety 17 last rotation period 4 latent image formation 21 ENWW motors DC controller 8 failure detection 8 image-formation system 31 stepping 8 movement of paper through printer. See pickup, feed, and delivery music paper, printing 71 N Netscape Navigator, versions supported HP Embedded Web Server 62 Network Setup menu 77 networks configuration page 70 settings 77 settings report 71 notebook paper, printing 71 notes iii NVRAM initialization 164 O operation sequence 4 operations laser/scanner 16 toner cartridge memory 27 other functions, pickup and feed paper feeder (optional Tray 3) 37 output bin clearing jams 115, 137 output quality archive setting 74 over-current protection 10 over-voltage protection 10 P page count 71 pages blank 152 not printing 152 printing slowly 152 skewed 148 paper curl settings 74 curled, troubleshooting default settings 72 jams 101 wrinkled 148 148 Index 183 paper feeder controller and electrical components 35 electrical components, pickup and feed 36 jam detection 38 motor control 36 other functions, pickup and feed 37 paper path 35 pickup and feed operation 36 Paper feeder (optional Tray 3) operation 35 paper jams document feeder 122 locating 102, 120 Tray 1 103, 125 Tray 2 104, 126 Tray 3 108, 130 paper movement operation 27 paper path 550-sheet feeder (optional Tray 3) 35 paper feeder (optional Tray 3) 35 printer 27 paper pickup problems solving 142 PCL font list 71 periods of the operation sequence 4 pickup and feed operation paper feeder (optional Tray 3) 36 pickup, feed, and delivery 550-sheet feeder (optional Tray 3) 35 components 27 overview 27 power consumption 176 power supply 9 See also low-voltage power supply; high-voltage power supply power-on troubleshooting 47 powersave 160 pre-troubleshooting checklist 44 184 Index primary charging process 21 print quality archive setting 74 printer space requirements 176 printing configuration page 65 period in operation sequence 4 troubleshooting 152 problem-solving messages, types of 79 no response 153 slow response 154 PS font list 71 Q quality archive setting 74 troubleshooting repetitive image defects 66 R repetitive defects, troubleshooting 66, 149 reports error 96, 97, 162 service 162 Reports menu 70 resets NVRAM initialization 164 restoring defaults 160 factory defaults 160 restoring default settings 74 NVRAM initialization 164 rollers and pads (printer base) block diagram 58 S safety laser/scanner 17 low-voltage power supply 10 scatter, troubleshooting 149 secondary service menu 161 sensors image-formation system 20 pickup, feed, and delivery system 29, 51 separation process 24 service and support information v, 2, 40 Service menu 74 service menu 160 secondary 161 service menu settings 160 cleaning mode 160 powersave 160 restoring defaults 160 service page 43, 71 settings network report 71 restoring defaults 74 System Setup menu 72 sizes, media default, setting 72 skewed pages 148 smeared toner, troubleshooting 146 SMTP gateway validating 169 solve problems 39 fax 166 solving direct-connect problems 155 network problems 155 space requirements, printer 176 specifications electrical and acoustic 176 space requirments 176 specks, troubleshooting 145 spots, troubleshooting 145 standby period 4 status messages, types of 79 supplies, printing report 71 stepping motors 8 streaks, troubleshooting 146 supplies status page 71 switches pickup, feed, and delivery system 29, 51 system requirements HP Embedded Web Server 62 System Setup menu 72 T table, repetitive defect 66 TCP/IP settings 77 temperature fuser heater protection 15 ENWW text, troubleshooting misformed characters 148 thermistors fuser 13 thermoswitches fuser 13 timing chart 60 tips iii toner image formation, use during 21 loose, troubleshooting 146, 147 scatter, troubleshooting 149 smeared, troubleshooting 146 specks, troubleshooting 145 toner cartridge life detection 27 memory chip 27 presence detection 27 toner level detection 27 toner cartridges 25 components 25 error conditions 25 operations 25 supplies status page 71 touch screen, clean 150 touchscreen calibrating 162 transfer processes 23 Tray 1 jams 103, 125 settings 72 Tray 2 jams 104, 126 settings 72 Tray 3 controller and electrical components 35 electrical components, pickup and feed 36 jam detection 38 jams 108, 130 motor control 36 operation 35 other functions, pickup and feed 37 paper path 35 pickup and feed operation 36 trays settings 72 ENWW troubleshooting 39 advanced configuration with HP Embedded Web Server (EWS) and HP Device Toolbox (Windows 7) 49 back page dirty 144 black page 144 blank page 143 blank pages 152 checklist 41, 44 component diagnostics 49 configuration page 49 control panel checks 47 control panel message document (CPMD) 49 control-panel menus 49 curled media 148 dark print 143 direct-connect problems 155 engine diagnostics 49 event log messages 49 faded print 143 faxes 165 front page dirty 144 horizontal lines 145 horizontal white lines 145 internal print-quality test pages 49 jams 101 LED diagnostics 49 lines, printed pages 146 loose smear 146 loose toner 147 network problems 155 NVRAM initialization 164 pages not printing 152 pages printing slowly 152 power-on 47 print-quality troubleshooting tools 49 problem source 46 process 44 repetitive defects 149 skewed pages 148 text 148 toner scatter 149 toner smear 146 toner specks 145 USB cables 152 vertical density variation 144 vertical white lines white spots 144 wrinkles 148 145 U usage page 71 USB port speed settings 74 troubleshooting 152 V vertical density variation 144 vertical density variation, troubleshooting 144 vertical density variation, troubleshooting 144 vertical lines, troubleshooting 146 vertical white lines 145 vertical white lines, troubleshooting 145 vertical white lines, troubleshooting 145 W waiting period 4 warnings iii wavy paper, troubleshooting 148 Web browser requirements HP Embedded Web Server 62 weight, printer 172, 174 white spots 144 white spots, troubleshooting 144 white spots, troubleshooting 144 wrinkles, troubleshooting 148 Index 185 186 Index ENWW
Source Exif Data:
File Type : PDF File Type Extension : pdf MIME Type : application/pdf PDF Version : 1.6 Linearized : Yes Author : HP LaserJet Content Development & Design Create Date : 2015:07:29 07:07:21-07:00 Keywords : Edition 1, 9/2015 Modify Date : 2015:07:29 12:45:17-06:00 Language : EN Tagged PDF : Yes XMP Toolkit : Adobe XMP Core 5.2-c001 63.139439, 2010/09/27-13:37:26 Creator Tool : AH XSL Formatter V6.2 MR2 for Windows (x64) : 6.2.4.17534 (2014/06/19 09:55JST) Metadata Date : 2015:07:29 12:45:17-06:00 Producer : Antenna House PDF Output Library 6.2.553 (Windows (x64)) Trapped : False Format : application/pdf Description : Cheetah tools build R5.21 created on June 10, 2015. 07:27 PM Title : HP LaserJet Pro M402, M403 and HP LaserJet Pro MFP M426, M427 Troubleshooting Manual Creator : HP LaserJet Content Development & Design Subject : Edition 1, 9/2015 Document ID : uuid:db12e65e-faee-4c5c-b2c0-9917bc5caab6 Instance ID : uuid:8113a6a4-7654-4520-9742-ed2ed2707114 Page Layout : SinglePage Page Mode : UseOutlines Page Count : 204EXIF Metadata provided by EXIF.tools