6
Troubleshooting
This chapter provides information about the following topics.
Basic troubleshooting ............................................................................................................ 188
Control-panel messages ....................................................................................................... 193
Alert and warning messages ..........................................................................................193
Critical error messages ...................................................................................................201
Event-log codes...............................................................................................................204
Solving image-quality problems ............................................................................................206
Checking the print cartridge ............................................................................................206
Solving print image-quality problems .............................................................................206
Solving scanning (copying) image-quality problems ............................................................216
Repetitive image defect ruler ................................................................................................222
Solving paper-feed problems ................................................................................................223
Jams occur in the printer.................................................................................................223
Solving print paper-feed problems .................................................................................225
Jams occur in the automatic document feeder (ADF).....................................................227
Solving scanner (copier) paper-feed problems ..............................................................229
Solving problems with digital subscriber line (DSL) connections..........................................231
Connecting additional devices.........................................................................................231
Functional checks ................................................................................................................. 235
Control-panel test............................................................................................................ 235
Half self-test functional check .........................................................................................235
Drum rotation functional check ......................................................................................237
High-voltage contacts check ..........................................................................................238
Updating the firmware code...................................................................................................240
Troubleshooting tools ............................................................................................................ 241
Printing a configuration report, demonstration page, or menu structure ........................241
Printing all fax reports at once (HP LaserJet 3015 and 3030 only) ...............................241
T.30 protocol trace (HP LaserJet 3015 and 3030 only) .................................................241
Service-mode functions ......................................................................................................... 262
Secondary service menu ................................................................................................262
Developer’s menu ........................................................................................................... 263
Adjusting the country/region code parameters................................................................264
Soft reset......................................................................................................................... 265
NVRAM init ..................................................................................................................... 265
System settings for localized products............................................................................266
Printer job language (PJL) software commands ............................................................268
Main wiring ............................................................................................................................ 269
Component locations, HP LaserJet 3015 all-in-one .............................................................272
Component locations, HP LaserJet 3020 and 3030 all-in-one..............................................276
Component locations, HP LaserJet 3015, 3020 and 3030 printer (product base)................277
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187
Basic troubleshooting
The HP LaserJet 3015 and 3030 all-in-one products have faxing capabilities. The HP
LaserJet 3020 all-in-one product does not operate as a faxing device.
Note
Is Power-on successful?
When the product is connected to a grounded power source, the words Hewlett Packard appear with moving
cursors to indicate that the firmware code is loading, and the printer motor rotates for approximately 5 seconds.
The flashing wavy lines that appear on the control-panel display during this period are normal.
Note
Cause
Solution
No power is available because of a failed power source,
cable, switch. (No LEDs are lit and the display is blank.)
1.
Verify that the product is plugged in to a functional power
source.
2.
Verify that the power cable is functional and that the
power switch is on.
3.
Verify that FU101 on the power supply is not open (also
check FU102 if present). See Main wiring.
4.
If all of these conditions are correct, replace the power
supply. See Power supply.
1.
Verify that the print cartridge is present.
2.
Verify that the product doors are closed.
3.
Verify that media is loaded in the paper input tray. See
Loading media.
4.
Verify that the printer-path-paper sensors are functional.
5.
Verify that the wire-harness from the ECU is seated into
the motor connector.
6.
Verify that the motor is correctly mounted to the product
chassis.
7.
If all of these conditions are correct, replace the ECU.
See Engine controller unit.
8.
If, after replacing the ECU, the printer motor still does not
rotate, replace the motor. See Main motor.
Printer motor does not rotate.
Does the product achieve the ready state?
The motor rotates, but the lights are not on.
Cause
Solution
The formatter is damaged or has a loose connection.
Verify that the formatter cables are properly connected. If all
cables are undamaged and seated correctly but the problem
persists, replace the formatter. See Formatter and line
interface unit (LIU).
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Chapter 6 Troubleshooting
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Is the product ready?
The control panel should function without error messages.
Cause
Solution
An error message appears on the control-panel display.
Consult the list of common messages which appears later in
this chapter, to correct the error. See Control-panel messages.
Control panel is not functional.
Verify that the control panel cable is seated into both the
control panel and the scanner formatter. Also check the
connections between the scanner motor controller board and
the formatter. If all cables are undamaged and seated
correctly but the problem persists, replace the control panel.
HP LaserJet 3015, see Control-panel assembly. HP
LaserJet 3020 and 3030, see Control-panel assembly.
Control-panel display is blank, but the LEDs are lit.
1.
Print a page from a software program. If the page prints,
verify that the control-panel cables are correctly seated.
2.
If the problem persists, replace the control panel. HP
LaserJet 3015, see Control-panel assembly. HP
LaserJet 3020 and 3030, see Control-panel assembly.
3.
If the problem persists, replace the formatter. See
Formatter and line interface unit (LIU).
Control-panel display and LEDs function, but buttons do not
work.
Replace the control panel. HP LaserJet 3015, see Controlpanel assembly. HP LaserJet 3020 and 3030, see Controlpanel assembly.
Does the demo page print?
Print a demo page by opening the reports menu and select Demo Page.
Cause
Solution
The media does not move smoothly through the paper path.
Make sure that the media meets specifications detailed in the
HP LaserJet Printer Family Print Media Guide.
If the media is consistently jamming and the paper path is
clear, replace either the paper-pickup assembly or the fuser,
depending on where the jam occurs. See Paper-pickup
assembly or Fuser.
The documents print with poor print quality.
ENWW
See Solving image-quality problems.
Basic troubleshooting
189
Is the copy function operational?
Place the configuration report into the ADF and make a copy. The report should feed smoothly through the ADF
and copies should print without print-quality problems. Make a copy from the flatbed as well (HP LaserJet 3020 and
3030 only).
Cause
Solution
Poor copy quality from the flatbed (HP LaserJet 3020 and
3030).
1.
If the print quality from the internal tests and the copy from
the ADF are acceptable, clean the flatbed glass. See
Cleaning the product.
2.
Adjust the LIGHTER/DARKER setting on the control panel.
3.
If, after performing the maintenance, the problem
persists, replace the ADF assembly (the ADF is part of
the flatbed lid). See Flatbed lid.
1.
Clean the ADF scanner glass. See Cleaning the product.
2.
Adjust the LIGHTER/DARKER setting on the control panel.
3.
If the problem persists, replace the scanner assembly.
See Scanner assembly.
Poor copy quality from the ADF (HP LaserJet 3015).
Media does not move smoothly through the ADF path.
Clean the ADF pickup roller and ADF separation pad (see
Cleaning the print-cartridge area. If the problem persists,
replace the ADF pickup roller and ADF separation pad (see
User replaceable parts. If the problem persists, for the HP
LaserJet 3015 replace the scanner assembly (see, Scanner
assembly. . If the problem persists, for the HP LaserJet 3020,
and 3030 replace the ADF assembly (the flatbed lid contains
the ADF assembly; see, Flatbed lid).
Does the product send a fax? (HP LaserJet 3015 and 3030 only)
Connect the phone line and verify the dial tone (using a hand set, if necessary). Attempt to send a fax.
Cause
Solution
The fax cord is plugged into the additional device connector
on the back of the product.
Verify that the fax cord is plugged into the fax interface port
( the bottom phone cord connector) on the back of the
product. See Overview of products.
The telephone line is not operational or the product is not
plugged into the telephone line.
Make sure that the product is plugged into a telephone line
that works (press fax/send and listen for a dial tone).
The phone cord is faulty or is plugged into the wrong
connector.
Try plugging the phone cord into the other connector. Try a
new cord.
The product’s fax settings are set incorrectly.
Review and reset the product’s fax settings. See Controlpanel menu structure.
The LIU is not operational.
Replace the LIU. If the problem persists, replace the
formatter. See Formatter and line interface unit (LIU).
If the customer is using a digital subscriber line (DSL)
connection, the setup might be incorrect.
See Solving problems with digital subscriber line (DSL)
connections for information about setting up DSL
connections.
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Chapter 6 Troubleshooting
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Does the product receive a fax? (HP LaserJet 3015/3030 only)
Use another fax machine to send a fax to the product.
Cause
Solution
The fax cord is plugged into the additional device connector
on the back of the product.
Verify that the fax cord is plugged into the fax interface port
( the bottom phone cord connector) on the back of the
product.
Too many telephone products are plugged in, or telephone
products are not connected in the correct order.
Make sure that the product is the only product on the
telephone line and try again to receive the fax (press fax/send
and listen for a dial tone).
The product’s fax settings are set incorrectly.
Review and reset the product’s fax settings. See Controlpanel menu structure.
The line interface unit (LIU) is not operational.
Replace the LIU. If the problem persists, replace the
formatter. See Formatter and line interface unit (LIU).
If the customer is using a digital subscriber line (DSL)
connection, the setup might be incorrect.
See Solving problems with digital subscriber line (DSL)
connections for information about setting up DSL
connections.
Is the software installed correctly?
Cause
Solution
Software is not installed or an error occurred during software
installation.
Uninstall and then reload the product software. Make sure
that the correct installation procedure and the correct port
setting is used.
Does the product print from the computer?
Connect the parallel cable or USB cable between the product and the computer. Use a word-processing program to
send a print job to the product.
Cause
Solution
The cable is not connected correctly.
Reconnect the cable.
An incorrect driver is selected.
Select the correct driver.
Other products are connected to the parallel port or USB port. Disconnect the other products and try again to print.
An LPT port driver problem exists in Microsoft Windows.
Reset the computer’s port settings. Verify that the port is set
for bidirectional communication.
A problem exists in the device manager.
Check the computer system settings and fix any device
problems.
The formatter has failed.
Replace the formatter. See Formatter and line interface unit
(LIU).
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Basic troubleshooting
191
Does the product scan to the computer?
Initiate a scan from either the computer’s basic desktop software or from the product.
Cause
Solution
Other products are connected to the parallel port or USB port. Disconnect the other products and try again to scan.
The computer’s parallel-port hardware is not bidirectional.
Check the computer documentation to see if the port
configuration can be changed. Make sure the correct port is
selected.
The BIOS settings for the parallel port are set incorrectly.
Reset the computer’s port settings. If the problem persists,
reset the BIOS settings in CMOS.
Polling is turned off in HP Toolbox, or HP Toolbox is not
running.
Start HP Toolbox and turn on polling.
192
Chapter 6 Troubleshooting
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Control-panel messages
The majority of the control-panel messages are intended to guide the user through normal
operation. The control-panel messages indicate the status of the current operation, and
include a page count on the second line of the display, if appropriate. When the product is
receiving fax data, print data, or scanning commands, control-panel messages indicate this
status. In addition, alert messages, warning messages, and critical error messages indicate
situations that might require some action.
Note
HP LaserJet 3015 and 3030 only: This product has been tested with the supplied two-wire
telephone cord to meet RJ11 specifications. If you are experiencing faxing problems, make
sure that the supplied phone cord or an equivalent cord is installed.
Alert and warning messages
Alert and warning messages appear temporarily and might require the user to acknowledge
the message by pressing MENU/ENTER to resume or by pressing CANCEL to cancel the job. With
certain warnings, the job might not complete or the print quality might be affected. If the alert
or warning message is related to printing and the auto-continue feature is on, the product will
attempt to resume the printing job after the warning has appeared for 10 seconds without
acknowledgement.
Note
Some control-panel error messages might not apply to the product being serviced, and
therefore they will not appear on the control-panel display. For example, fax error messages
will not appear on the control-panel display for the HP LaserJet 3020 all-in-one product.
Note
Event-log codes are not listed here. For a list of event-log codes, see Event-log codes.
Table 6-1. Alert and warning messages
Control panel message
Event log
error
message
Description
Recommended action
###: [Group Name] Phbook/
SpeedDial
None
The product is waiting for the
programmed one-touch button to
be pressed or add a speed-dial
code to a group-dial code.
Begin adding fax numbers to the
group-dial code. See “To manage
group-dial entries” in the fax guide
on the product CD.
Canceled copy. Clear document
None
The CANCEL button was pressed to
cancel the current job while pages
were feeding from the document
feeder. The cancel process will not
automatically clear the document
feeder.
Open the ADF cover or raise the
flatbed lid (HP LaserJet 3020 and
3030 only), remove the jammed
item, and close the door or lid.
Then, clear the items in the
document feeder tray and start
over.
Canceled scan. Clear document
None
The CANCEL button was pressed to
cancel the current job while pages
were feeding from the document
feeder. The cancel process will not
automatically clear the document
feeder.
Open the ADF cover or raise the
flatbed lid (HP LaserJet 3020 and
3030 only), remove the jammed
item, and close the door or lid.
Then, clear the items in the
document feeder tray and start
over.
(HP LaserJet 3015 and 3030 only)
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Control-panel messages
193
Table 6-1. Alert and warning messages (continued)
Control panel message
Event log
error
message
Description
Recommended action
Canceled send. Clear document
None
The CANCEL button was pressed to
cancel the current job while pages
were feeding from the document
feeder tray. The cancel process will
not automatically clear the
document feeder.
Open the ADF cover or raise the
flatbed lid (HP LaserJet 3020 and
3030 only), remove the jammed
item, and close the door or lid.
Then, clear the items in the
document feeder tray and start
over.
Cleaning Mode.
None
The product is running an internal
cleaning cycle.
Wait for the product to finish the
cleaning cycle. The message will
clear when the cycle is finished.
None
Fax communication error occurred
between the product and the
sender or receiver. For descriptions
of communication errors, see Table
6-4. Fax receive codes, and Table
6-5. Fax send codes.
Allow the product to retry sending
the fax. Unplug the product
telephone cord from the wall, plug
in a telephone, and try making a
call. Plug the product phone cord
into a jack for another phone line.
Wait 1-3 min.
Comm. error
(HP LaserJet 3015 and 3030 only)
Reseat or replace the cord. Try a
different phone cord.
If the error persists, replace the
LIU. See Formatter and line
interface unit (LIU).
Device error. [enter] to cont.
None
An internal error occurred in the
product.
Press MENU/ENTER to resume the job.
Device is busy.
None
The product is currently in use.
Wait for the product to finish the
current job.
None
A piece of media is jammed in the
document feeder tray.
Open the ADF cover or raise the
flatbed lid (LJ 3020/3030 only),
remove the jammed item (see,
Solving paper-feed problems), and
close the door or lid. Then, clear the
items in the document feeder tray
and start over.
Try again later
Doc feeder jam
Clear, Reload
If the error persists, replace the
ADF separation pad and ADF
pickup roller. See, User replaceable
parts.
Document feeder mispick. Reload
None
Media in the document feeder tray
was not picked up.
Remove the media from the
document feeder tray and then
reload it.
If the error persists, replace the
ADF pickup roller and ADF
separation pad. See, User
replaceable parts.
194
Chapter 6 Troubleshooting
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Table 6-1. Alert and warning messages (continued)
Control panel message
Event log
error
message
Description
Recommended action
Door open or no
None
The print cartridge door is open or
the print cartridge is not installed
properly.
1.
Check that the print cartridge
door is completely closed.
2.
Forcefully open and close the
print-cartridge door to make
sure that the print cartridge is
seated.
3.
Check that the print cartridge is
correctly installed.
print cartridge
Engine comm. error
None
The product experienced an
internal communication error.
Warning message only. Job output
might be affected.
Fax is busy
None
The receiving fax line was busy.
The product has canceled sending
the fax.
Call the recipient to ensure that
their fax machine is turned on and
ready.
Canceled send
(HP LaserJet 3015 and 3030 only)
Check that you are dialing the
correct fax number.
Check that the Redial if busy
option is enabled. See, Controlpanel menu structure.
Check for a dial tone on the phone
line by pressing FAX/SEND.
Make sure that the phone line is
working by disconnecting the
product, plugging in a telephone to
the phone line, and making a voice
call.
Plug the product phone cord into a
jack for another phone line, and try
sending the fax again.
Try a different phone cord.
Update the firmware. See Updating
the firmware code.
If the error persists, replace the
LIU. See, Formatter and line
interface unit (LIU).
ENWW
Control-panel messages
195
Table 6-1. Alert and warning messages (continued)
Control panel message
Event log
error
message
Description
Recommended action
Fax is busy
None
The fax line to which you were
sending a fax was busy. The
product automatically redials the
busy number. (See “Changing the
redial setting” in the fax guide on the
product CD.)
Allow the product to retry sending
the fax.
Redial pending
(HP LaserJet 3015 and 3030 only)
Call the recipient to ensure that the
fax machine is turned on and ready.
Check that you are dialing the
correct fax number.
Check for a dial tone on the phone
line by pressing FAX/SEND.
Make sure that the phone line is
working by disconnecting the
product, plugging in a telephone to
the phone line, and making a voice
call.
Plug the product phone cord into a
jack for another phone line, and try
sending the fax again.
Try a different phone cord.
Update the firmware. See Updating
the firmware code.
If the error persists, replace the
LIU. See, Formatter and line
interface unit (LIU).
Fax memory full
None
During the fax transmission, the
product ran out of memory. Only the
pages that fit into memory will be
printed.
Print all of the faxes and have the
sender resend the fax. Cancel all
fax jobs or clear the faxes from
memory (see “Deleting faxes from
memory” in the fax guide on the
product CD).
None
During the fax job, the memory
filled. All pages of the fax have to be
in memory for a fax job to work
correctly. Only the pages that fit into
memory were sent.
Print all received faxes or wait until
all pending faxes are sent.
Canceling recv.
(HP LaserJet 3015 and 3030 only)
Fax memory full
Canceling send
(HP LaserJet 3015 and 3030 only)
196
Chapter 6 Troubleshooting
Cancel all fax jobs or clear the faxes
from memory (see “Deleting faxes
from memory” in the fax guide on
the product CD).
ENWW
Table 6-1. Alert and warning messages (continued)
Control panel message
Event log
error
message
Description
Recommended action
Fax recv. error
None
An error occurred while trying to
receive a fax.
Ask the sender to resend the fax.
(HP LaserJet 3015 and 3030 only)
Try faxing back to the sender or
another fax machine.
Check for a dial tone on the phone
line by pressing FAX/SEND.
Check that the telephone cord is
securely connected by unplugging
and replugging the cord.
Make sure that the phone is
working by disconnecting the
product, plugging in a telephone to
the phone line, and making a voice
call.
Turn off error-correction mode
(ECM), and turn off V.34. Ask the
sender to resend the fax.
Turn off error-correction mode
(ECM) and turn off V.34. Ask the
sender to resend the fax.
Connect the product to a different
phone line.
If the error persists, replace the
LIU. See, Formatter and line
interface unit (LIU).
Fax Send error
None
(HP LaserJet 3015 and 3030 only)
An error occurred while trying to
send a fax.
Try resending the fax.
Check for a dial tone on the phone
line by pressing FAX/SEND.
Try faxing to another fax number.
Check that the telephone cord is
securely connected by unplugging
and replugging the cord.
Make sure that the phone is
working by disconnecting the
product, plugging in a telephone to
the phone line, and making a voice
call.
Connect the product to a different
phone line.
If the error persists, replace the
LIU. See, Formatter and line
interface unit (LIU).
Fit to Page on
flatbed only
None
The copy reduce/enlarge feature
only applies to flatbed copies.
Use the flatbed or select another
reduction/enlargement setting.
(HP LaserJet 3020 and 3030 only)
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Control-panel messages
197
Table 6-1. Alert and warning messages (continued)
Control panel message
Event log
error
message
Description
Recommended action
Group dial not allowed in group
None
The speed-dial code that you typed
is programmed for a group. Adding
a group-dial to another group-dial is
not allowed.
Add one-touch buttons
(programmed as an individual
speed dial) or speed-dial codes to a
group-dial.
None
An invalid date was entered, such
as June 35.
Re-enter the date.
Invalid entry
None
Invalid data or response.
Correct the entry.
Mem. low 1 copy
None
The product completed making one Press CANCEL to clear the error.
copy. The remaining copies have
Break the job into smaller jobs that
been canceled because of low
contain fewer pages.
product memory.
None
The product does not have enough
memory to start a new job.
(HP LaserJet 3015 and 3030 only)
Invalid date
(HP LaserJet 3015 and 3030 only)
Press [cancel]
Memory is low
Try again later
Wait until the current job is finished
before starting a new job.
Remove a surge protector if one is
being used. Plug the printer directly
into the wall socket. Use the power
switch to turn the product on.
Memory is low.
None
The product memory has been
almost completely filled.
Allow the product to finish the job,
or press MENU/ENTER to cancel the
job.
None
Break the job into smaller jobs that
contain fewer pages.
Continue completing the collated
copy job.
None
The product could not detect a dial
tone.
Check for a dial tone on the phone
line by pressing FAX/SEND.
Press [enter]
Memory low
Only 1 copy made
No Dial Tone
(HP LaserJet 3015 and 3030 only)
Unplug the telephone cord from
both the product and the wall and
replug the cord.
Unplug the product telephone cord
from the wall, plug in a telephone,
and try making a call.
Plug the product phone cord into a
jack for another phone line. See
“Changing the detect-dial-tone
setting” in the fax guide on the
product CD.
Update the firmware. See Updating
the firmware code.
If the error persists, replace the
LIU. If, after replacing the LIU, the
error persists, replace the formatter.
See, Formatter and line interface
unit (LIU).
No document sent
(HP LaserJet 3015 and 3030 only)
198
Chapter 6 Troubleshooting
None
The product did not scan any pages Rescan the pages or resend the file
or receive a file from the computer from the computer to transmit as a
to transmit as a fax.
fax.
ENWW
Table 6-1. Alert and warning messages (continued)
Control panel message
Event log
error
message
Description
Recommended action
No fax answer.
None
Attempts to redial a fax number
failed, or the “Redial-no answer”
option was turned off.
Call the recipient to ensure that
their fax machine is on and ready.
Canceled send
(HP LaserJet 3015 and 3030 only)
Check that you are dialing the
correct fax number.
Check that the redial option is
enabled. See Control-panel menu
structure.
Unplug the telephone cord from
both the product and the wall and
replug the cord.
Unplug the product telephone cord
from the wall, plug in a telephone,
and try making a call.
Plug the product phone cord into a
jack for another phone line.
Update the firmware. See Updating
the firmware code.
If the error persists, replace the
formatter. See, Formatter and line
interface unit (LIU).
No fax answer.
Redial pending
(HP LaserJet 3015 and 3030 only)
None
The receiving fax line did not
answer. The product attempts to
redial after a few minutes.
Allow the product to retry sending
the fax.
Call the recipient to ensure that
their fax machine is on and ready.
Check that you are dialing the
correct fax number.
After the device stops trying to
redial, do the following.
Unplug the product telephone cord
from the wall, plug in a telephone,
and try making a call.
Plug the product phone cord into a
jack for another phone line.
Try a different phone cord.
Update the firmware. See Updating
the firmware code.
If the error persists, replace the
LIU. See, Formatter and line
interface unit (LIU).
ENWW
Control-panel messages
199
Table 6-1. Alert and warning messages (continued)
Control panel message
Event log
error
message
Description
No fax detected
None
The product answered the incoming Allow the product to retry receiving
call but did not detect that a fax
the fax.
machine was calling.
Try a different phone cord.
(HP LaserJet 3015 and 3030 only)
Recommended action
Plug the product phone cord into a
jack for another phone line.
Update the firmware. See Updating
the firmware code.
If the error persists, replace the
formatter. See, Formatter and line
interface unit (LIU).
No fax pages
None
The product attempted to execute
Receive a fax before attempting to
“Reprint last" fax when nothing was use this option.
in memory.
Out of range
None
An invalid number was typed.
Retype the number.
Page too complex
none
The product could not print the
current page because of its
complexity.
Press MENU/ENTER to clear the
message.
to reprint
(HP LaserJet 3015 and 3030 only)
[enter] to cont.
Phone Book ###
None
The one-touch button or speed-dial Press MENU/ENTER to program the
code has not been programmed
one-touch or speed-dial. If you want
and therefore cannot be added to a to program a group-dial, press
group.
CANCEL and use the control panel
menu to create a new group. Press
CANCEL if you do not want to program
the one-touch or speed-dial.
None
The product has detected a jam.
is empty
(HP LaserJet 3015 and 3030 only)
Printer jam
Allow the product to finish the job,
or press CANCEL to cancel the job.
Clear paper path
Clear the jam (see, Solving paperfeed problems). The job should
continue to print. If it does not, try
reprinting the job.
If media jams frequently, see
Maintenance.
Printer tray is
None
The media input tray is empty.
empty. Add paper
Load media. If media is already
loaded, remove it.
Check for and remove any jam
(see, Solving paper-feed
problems), and then reload the
stack of media in the media input
tray.
Scanner reserved
for PC scan
200
Chapter 6 Troubleshooting
None
A computer is using the product to
create a scan.
Wait until the computer scan has
finished, or cancel the scan from
the computer software, or press
CANCEL.
ENWW
Table 6-1. Alert and warning messages (continued)
Control panel message
Event log
error
message
Description
Recommended action
Scanning error
None
The product cannot transmit scan
information to a computer.
Make sure that the connection
cable is not loose or damaged.
Replace the cable if necessary, and
try the scan again.
None
The product has cleared job
settings.
Re-enter any appropriate job
settings.
Cannot connect
Settings cleared
Critical error messages
Critical error messages can indicate some kind of failure. Cycling the power might fix the
problem. If a critical error persists, the product might require service.
Table 6-2. Critical error messages
Control panel message
Event log
error
message
Description
Recommended action
50 Fuser Error
None
The product has experienced an
internal hardware error.
Turn off the power switch, wait at
least 20 minutes, and then turn on
the power switch and wait for the
product to initialize.
Note
The device power must remain off
for at least 20 minutes for the fuser
to cool down and properly reset.
If a surge protector is being used,
remove it. Plug the printer directly
into the wall socket. Use the power
switch to turn the product on.
Check the cabling connections to
the heating element.
If, the error persists, replace the
fuser. See, Fuser.
ENWW
Control-panel messages
201
Table 6-2. Critical error messages (continued)
Control panel message
Event log
error
message
Description
Recommended action
51 Laser Error
None
The product has experienced an
internal hardware error.
Turn off the power by using the
power switch, wait at least 30
seconds, and then turn on the
power and wait for the product to
initialize.
Check the cabling connections to
the laser scanner assembly.
Try connecting the product to a
different power source or surge
protector.
If the error persists, replace the
laser/scanner assembly. HP
LaserJet 3015: see, Scanner
assembly. HP LaserJet 3020 and
3030: see, Scanner assembly.
52 Scanner Error
None
The product has experienced an
internal hardware error.
Turn off the power by using the
power switch, wait at least 30
seconds, and then turn on the
power and wait for the product to
initialize.
Make sure that the flat, flexible
cables (FFCs) are properly
connected on the formatter and on
the laser/scanner.
Check the FFC connection between
the formatter and the scanner.
Note
Do not bend or fold the FFCs during
the removal or reinstallation
process.
Try connecting the product to a
different power source or surge
protector.
If the error persists, replace the
laser scanner assembly. See
Laser/scanner assembly.
79 Error
Turn off then on
None
The product has experienced an
internal firmware error.
Turn off the power by using the
power switch, wait at least 30
seconds, and then turn on the
power and wait for the product to
initialize.
HP LaserJet 3020 and 3030 only:
update the firmware.
If the error persists, replace the
formatter. See Formatter and line
interface unit (LIU).
202
Chapter 6 Troubleshooting
ENWW
Table 6-2. Critical error messages (continued)
Control panel message
Event log
error
message
Description
Recommended action
ADF door is open
None
The ADF lid is open or a sensor is
malfunctioning.
Make sure the ADF lid is closed.
(HP LaserJet 3020 and 3030 only)
If the ADF motor cover was
removed during product servicing,
make sure that the cover is installed
correctly and that the ADF lid can
close properly. See Figure 5-54.
ADF cover correctly installed.
Make sure that the ADF lid is
completely seated. If necessary,
remove the ADF and reinstall it.
Turn off the power by using the
power switch, wait at least 30
seconds, and then turn on the
power and wait for the product to
initialize.
Try another power source.
If the sensor is not functioning,
replace the ADF( the ADF is part of
the flatbed lid). See Flatbed lid.
CIS Scanner Error (HP LaserJet
3015)
None
The scanner assembly experienced Turn off the power by using the
an internal error.
power switch, wait at least 30
seconds, and then turn on the
power and wait for the product to
initialize.
Try another power source.
If the error persists, replace the
scanner assembly. See, Scanner
assembly.
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Control-panel messages
203
Table 6-2. Critical error messages (continued)
Control panel message
Event log
error
message
Scanner Bulb Failure (HP LaserJet None
3020 and 3030 only)
Description
Recommended action
The scanner assembly experienced Turn off the power by using the
an error in scanner bulb
power switch, wait at least 30
functionality.
seconds, and then turn on the
power and wait for the product to
initialize.
Try another power source.
If the error persists, lift the flatbed to
see if the scanner bulb is
illuminating. If it is not illuminating,
replace the scanner assembly. See,
Scanner assembly.
If the bulb is illuminating, the scan
module may be too far to the right to
find the calibration strip during
startup. Follow this procedure to
move the scan module so it begins
the startup cycle farther to the left:
1.
Cycle the power and watch the
movement of the scan module.
The scan module will move to
the left and the bulb will
illuminate. When it does, cycle
the power.
2.
Repeat the first step until the
scan module is about 3
centimeters (about 1 inch) from
the right edge of the scan
glass.
3.
Turn on power by using the
power switch.
If the error persists, replace the
scanner assembly. See, Scanner
assembly.
Event-log codes
These codes appear in the event-log section of the configuration report. Use this table to
associate an event-log code with a description of the event.
Table 6-3. Event-log codes
204
Event code
Event sub-code
Event
10
the line in the file at which the
event occurred
asserts
20
10
receive-fax directory is missing
20
20
send-fax directory is missing
20
30
send-ID file is corrupted
Chapter 6 Troubleshooting
ENWW
Table 6-3. Event-log codes (continued)
ENWW
Event code
Event sub-code
Event
20
40
receive-ID file is corrupted
20
50
fax log is corrupted
20
60
flash init as a result of a firmware
upgrade
20
6060
write to flash failed
79
2
access error
79
3
address error
79
4
illegal instruction
79
8
privilege violation
79
9
trace fault
79
10
unimplemented line-a opcode
79
11
unimplemented line-f opcode
79
14
format error
79
15
uninitialized interrupt
79
120
ASIC fault
79
5 or 6 or 7
reserved
30016
0
insufficient memory
30017
0
print page punt
30035
0
NVRAM error
30036
0
NVRAM service error
30108
0
MIO connection break
30109
0
data communication error
30110
0
MIO buffer overflow
30111
0
parallel buffer overflow
35028
0
bad MIO
35031
0
invalid personality
50003
0
bad fuser
50004
0
bad beam detect
50005
0
bad scanner motor
50007
0
engine communication error
50012
0
bad malfunction
50013
0
laser malfunction
Control-panel messages
205
Solving image-quality problems
If the problem occurs when printing, see Solving print image-quality problems.
If the problem occurs when copying or scanning, see Solving scanning (copying) image-quality
problems.
Also, see Solving paper-feed problems and Jams occur in the automatic document feeder
(ADF).
Note
Some image-quality problems can be isolated by performing printer functional tests. See
Functional checks. Image quality problems can also be caused by using cables that are not
IEEE-1284 compliant.
Checking the print cartridge
Image-formation defects are frequently the result of problems in the print cartridge. If the
source of the defect is not immediately evident, always replace the print cartridge before
troubleshooting image defects.
Use the following checklist to make sure that the print cartridge is still operable.
□
Make sure that the print cartridge is seated properly.
□
Check the print cartridge to see if it has been disassembled or refilled.
□
Inspect the print cartridge to see if toner is leaking through worn seals.
□
Check the surface of the photosensitive drum in the cartridge to see if it has been
damaged or scratched. Touching the drum contaminates the photosensitive surface and
can cause spotting and image defects.
□
Blurred areas on printed pages indicate that the photosensitive drum in the cartridge has
been overexposed to light. Because overexposure to light causes permanent damage to
the photosensitive drum, the cartridge should be replaced.
To redistribute the toner in the print cartridge
Before installing a new print cartridge or when the toner begins to run low, redistribute the
toner by rotating the cartridge back and forth five or six times.
Solving print image-quality problems
Use the following tables to help solve problems with printed pages.
Note
206
Some image-quality problems can be isolated by performing printer functional tests. See
Functional checks. Image-quality problems can also be caused by using cables that are not
IEEE-1284 compliant.
Chapter 6 Troubleshooting
ENWW
Pages do not print.
Cause
Solution
The product is not plugged in, or the power switch Make sure that the product is plugged into a
working wall outlet or power strip and that the
is not on.
power switch is turned on.
The computer cable is loose.
Check that the parallel cable or USB cable
between the product and the computer is securely
connected.
The tape was not removed from the print
cartridge.
Remove the print cartridge, remove the tape, and
reinstall the print cartridge.
The print cartridge is out of toner.
Replace the print cartridge.
The media does not meet HP specifications (for
example, it is too moist or too rough).
Make sure that the media meets specifications
detailed in the HP LaserJet Printer Family Print
Media Guide.
Parts of the page around the edges are not printing.
Cause
Solution
The product cannot print to the edge of the paper. To fit the image into this printable area, slightly
The printer has minimum margins on each edge
reduce the size of the image.
of 6 mm (0.25 inch).
The reduction setting is set incorrectly.
ENWW
Check the reduction setting in the “Print” or
“Setup” window from within the program that you
are using.
Solving image-quality problems
207
Toner specks appear on the printed page.
.
Cause
Solution
The media does not meet HP specifications (for
example, it is too moist or too rough).
Make sure that the media meets specifications
detailed in the HP LaserJet Printer Family Print
Media Guide.
The print path needs to be cleaned.
Clean the print path. See, Cleaning the product
and Cleaning the print-cartridge area.
Characters are only partially printed (also referred to as dropouts).
208
Cause
Solution
A single sheet of paper is defective.
Try reprinting the job.
The print density needs to be adjusted.
Adjust the print density from the HP Toolbox.
The moisture content of the paper is inconsistent,
or the paper has moist or wet spots on the
surface.
Make sure that the media meets specifications
detailed in the HP LaserJet Printer Family Print
Media Guide.
The paper was damaged by inconsistent
manufacturing processes.
Make sure that the media meets specifications
detailed in the HP LaserJet Printer Family Print
Media Guide.
Draft mode or EconoMode is selected in the
driver.
Try the normal or best setting.
The print cartridge is defective.
Replace the print cartridge.
Chapter 6 Troubleshooting
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Vertical lines appear on the printed page.
Cause
Solution
The priority input tray is not in place.
Adjust the priority input tray.
The photosensitive drum inside the print cartridge
is scratched.
Replace the print cartridge.
The fuser is damaged or has an obstruction.
Replace the fuser. See, Fuser.
The printed page has a gray background.
ENWW
Cause
Solution
The priority input tray is not in place.
Adjust the priority input tray.
The print density setting is too high.
Decrease the amount of background shading by
using the HP Toolbox.
The media basis-weight is too high.
Change the media to a lower basis-weight.
The humidity level is too low.
Very low humidity can increase the amount of
background shading. Move the product to a
different location, or decrease the background
shading by using the HP Toolbox. If this happens
during copying, set the light/dark setting to a light
value.
The print cartridge needs to be replaced.
Replace the print cartridge.
Solving image-quality problems
209
Toner smears appear on the printed page.
Cause
Solution
If the toner smears appear on the leading edge of
the media, the media guides are dirty.
Wipe the media guides with a dry, lint-free cloth.
The media does not meet HP specifications (for
example, it is too moist or too rough).
Make sure that the media meets specifications
detailed in the HP LaserJet Printer Family Print
Media Guide.
The print cartridge needs to be replaced.
Replace the print cartridge.
The fuser temperature is too low. The fuser
In the Paper tab of the driver, under Type is:,
temperature varies according to the type of media select the appropriate media type from the dropbeing used.
down list.
If the error persists, replace the ECU. See Engine
controller unit.
210
Chapter 6 Troubleshooting
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The toner is loose, and it does not stay attached to the printed page.
Cause
Solution
The inside of the printer is dirty.
Clean the print path. See, Cleaning the product
and Cleaning the print-cartridge area.
The media does not meet HP specifications (for
example, it is too moist or too rough).
Make sure that the media meets specifications
detailed in the HP LaserJet Printer Family Print
Media Guide.
The driver is not set for the correct media.
1.
On the Paper tab of the printer driver, under
Type is:, select the correct media type from
the drop-down list.
2.
Select the correct media by using the HP
Toolbox.
The power strip is not working correctly.
Plug the product directly into an working ac outlet.
The fuser temperature is too low. The fuser
temperature varies according to the media type
being used.
In the Paper tab of the printer driver, under Type
is:, select the correct media type from the dropdown list.
If the error persists, replace the ECU. See, Engine
controller unit.
ENWW
The fuser film is torn or has holes.
Replace the fuser. See, Fuser.
The fuser film is damaged.
Check the fuser film for tears or holes. Replace the
fuser if necessary. See, Fuser.
The print cartridge needs to be replaced.
Replace the print cartridge.
Solving image-quality problems
211
Repetitive vertical defects appear on the printed page.
Cause
Solution
If the repetitive mark occurs at equal distance
between marks, either the print cartridge or a
printer roller is damaged.
Use the defect ruler to identify the spacing. Check
the appropriate component and replace if
necessary. See Repetitive image defect ruler.
The internal parts have toner on them.
If the defects occur on the back of the page, the
problem will probably correct itself after a few
more printed pages. Otherwise, clean the printer.
See, Cleaning the product and Cleaning the printcartridge area.
The driver is not set for the correct media.
1.
In the Paper tab of the printer driver, under
Type is:, select the correct media type from
the drop-down list. (This affects the current
print job only.)
2.
Select the correct media from the HP
Toolbox.
Characters are poorly formed and are producing hollow images.
212
Cause
Solution
The media is too slick.
Try a different media. Make sure that the media
meets specifications detailed in the HP LaserJet
Printer Family Print Media Guide.
The driver is not set for the correct media.
1.
In the Paper tab of the printer driver, under
Type is:, select the correct media type from
the drop-down list. (This affects the current
print job only.)
2.
Select the correct media through HP Toolbox.
Chapter 6 Troubleshooting
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Pages are skewed (crooked).
Cause
Solution
The media is loaded incorrectly.
Reload the media, and make sure that the media
guides are not too tight or too loose against the
media stack. See, Loading media.
The media guides are broken or missing.
Replace the media input tray or the paper-pickup
assembly. See, Media input tray or Paper-pickup
assembly.
The input tray is too full.
Remove some of the sheets. The HP LaserJet
3015 ADF input tray can hold up to 30 sheets of
75-g/m2 (20-lb) bond-weight paper (less for
heavier paper).
Remove some of the sheets. The HP LaserJet
3020 and 3030 ADF input tray can hold up to 50
sheets of 75-g/m2 (20-lb) bond-weight paper (less
for heavier paper).
Remove some of the sheets. The HP LaserJet
3015, 3020, and 3030 main input tray can hold up
to 150 sheets of 75-g/m2 (20-lb) bond-weight
paper (less for heavier paper).
The type and quality of media does not meet HP
specifications.
ENWW
Make sure that the media meets specifications
detailed in the HP LaserJet Printer Family Print
Media Guide.
Solving image-quality problems
213
The printed page has curls or waves.
Cause
Solution
Paper curl is inherent to the laser printing
process; it occurs when paper is subjected to
heat.
Curled paper tends to relax as it cools. Place the
paper on a flat surface while it is cooling.
The environment is too warm or too humid.
1.
Both high temperatures and high humidity
levels cause media to curl. Move the product
to a different environment.
2.
Use a different media. Make sure that the
media meets specifications detailed in the HP
LaserJet Printer Family Print Media Guide.
The media was in the input tray for too long.
Turn the stack of media over and put it back in the
tray. Rotate the media 180° and put it back in the
tray.
The fuser temperature is too high. The fuser
Select a lighter-weight media type from the printer
temperature varies according to the type of media driver or the HP Toolbox.
being used.
Large amounts of toner are scattered around the characters.
214
Cause
Solution
The media resistivity is too high.
1.
Use a different media. Make sure that the
media meets specifications detailed in the HP
LaserJet Printer Family Print Media Guide.
2.
Turn the stack of media over and put it back in
the tray.
3.
Use media that is designed for laser printers.
Chapter 6 Troubleshooting
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Vertical white stripes appear.
ENWW
Cause
Solution
The media does not meet HP specifications (for
example, it is too moist or too rough).
Make sure that the media meets specifications
detailed in the HP LaserJet Printer Family Print
Media Guide.
The toner is low.
Gently shake the print cartridge back and forth to
redistribute the toner.
Solving image-quality problems
215
Solving scanning (copying) image-quality problems
Use the following tables to help solve problems with scanned or copied pages.
Note
Some image-quality problems can be isolated by performing printer functional tests. See
Functional checks. Image quality problems can also be caused by using cables that are not
IEEE-1284 compliant.
Pages do not print.
Cause
Solution
The product is not plugged in, or the power switch Make sure that the product is plugged into a
is not on.
working wall outlet or power strip and that the
power switch is turned on.
216
The computer cable is loose.
Check that the cable between the product and the
computer is securely connected.
The tape was not removed from the print
cartridge.
Remove the print cartridge, remove the tape, and
reinstall the print cartridge.
The print cartridge is out of toner.
Replace the print cartridge.
The media does not meet HP specifications (for
example, it is too moist or too rough).
Make sure that the media meets specifications
detailed in the HP LaserJet Printer Family Print
Media Guide.
The original was loaded upside-down.
Load the original with the side to be scanned
facing down in the ADF for the HP LaserJet 3015,
or up in the ADF for the LaserJet 3020 and 3030.
Load the original with the side to be scanned
facing down on the flatbed (HP LaserJet 3020 and
3030).
Chapter 6 Troubleshooting
ENWW
Pages are skewed (crooked).
Cause
Solution
The media is loaded incorrectly.
Reload the media, and make sure that the media
guides are not too tight or too loose against the
media stack. See Loading media.
The media guides are broken or missing.
Replace the media input tray or the paper-pickup
unit. See Media input tray or Paper-pickup
assembly.
The ADF input tray is too full.
Remove some of the sheets. The HP LaserJet
3015 ADF input tray can hold up to 30 sheets of
75-g/m2 (20-lb) bond-weight paper.
Remove some of the sheets. The HP LaserJet
3020 and 3030 ADF input tray can hold up to 50
sheets of 75-g/m2 (20-lb) bond-weight paper.
Remove some of the sheets. The HP LaserJet
3015, 3020, and 3030 main input tray can hold up
to 150 sheets of 75-g/m2 (20-lb) bond-weight
paper.
The type and quality of media does not meet HP
specifications.
Make sure that the media meets specifications
detailed in the HP LaserJet Printer Family Print
Media Guide.
Parts of the page around the edges are not printing.
Cause
Solution
The product cannot print to the edge of the paper. To fit the image into this printable area, slightly
The printer has minimum margins on each edge
reduce the size of the image.
of 6 mm (0.25 inch).
ENWW
If copying, the reduction setting is incorrect.
Copied images will be clipped if the image on the
original is too close to the edge of the original.
The paper size setting is incorrect.
Set the correct page size on the control-panel
menu.
Solving scanning (copying) image-quality problems
217
Vertical white stripes appear.
Cause
Solution
The media does not meet HP specifications (for
example, it is too moist or too rough).
Make sure that the media meets specifications
detailed in the HP LaserJet Printer Family Print
Media Guide.
The toner is low.
Gently shake the print cartridge back and forth to
redistribute the toner.
If copying with the ADF, the ADF glass is dirty.
1.
Clean the ADF glass. See Cleaning the
product.
2.
If the problem persists, replace the print
cartridge.
3.
If the problem persists, replace the fuser
assembly. See, Fuser.
Copies or scanned images are too light or too dark.
218
Cause
Solution
The contrast is not set correctly.
1.
Adjust the contrast and resolution settings on
the control-panel menu (see, Control-panel
menu structure) or from the HP Toolbox.
2.
Check that the contrast and resolution
settings are correct. See the user guide for
more information.
The original image is very light or very dark.
Adjust the resolution and contrast setting(s) on the
control-panel menu (see, Control-panel menu
structure) or from the HP Toolbox.
The scanned image is too light or too dark
because the original was on colored paper.
If the original was on a colored paper, including
brown recycled paper, the text might not be clear.
Adjust the resolution, contrast, and brightness
settings from HP Toolbox.
Chapter 6 Troubleshooting
ENWW
The printed page has a gray background.
Cause
Solution
The priority input tray is not in place.
Adjust the priority input tray.
The print density setting is too high.
Decrease the amount of background shading by
using the HP Toolbox.
The lighter/darker setting is incorrect. Some
"white" media might produce a greyish
background at the default lighter/darker settings.
Adjust the lighter/darker setting to a lighter level.
The media basis-weight is too high.
Change the media to a lower basis-weight.
The humidity level is too low.
Very low humidity can increase the amount of
background shading. Move the product to a
different location, or decrease the background
shading by using the HP Toolbox.
The print cartridge needs to be replaced.
Replace the print cartridge.
Vertically-aligned black streaks or smears appear on successive pages.
Cause
Solution
The ADF glass is dirty. See, Cleaning the product. Try copying from the flatbed scanner (HP
LaserJet 3020 and 3030 only). If the problem
occurs only with the ADF, clean the ADF glass.
See, Cleaning the product.
ENWW
The printer needs to be cleaned.
If the problem occurs when copying from the
flatbed scanner and the ADF, clean the printer.
See, Cleaning the product.
A component is damaged. (For example, the
photosensitive drum inside the print cartridge is
scratched.)
1.
Replace the print cartridge if it is damaged
and if maintenance procedures do not
improve print quality.
2.
Replace the scanner assembly. HP LaserJet
3015: see, Scanner assembly. HP LaserJet
3020 and 3030: Scanner assembly.
Solving scanning (copying) image-quality problems
219
Scanned images have black dots or streaks.
Cause
Solution
The scanner glass is dirty.
Clean the ADF path and flatbed glass. See,
Cleaning the product.
The toner drum in the print cartridge is damaged.
Replace the print cartridge.
A problem exists with the scanner assembly.
Replace the scanner assembly. HP LaserJet
3015: see, Scanner assembly. HP LaserJet 3020
and 3030: Scanner assembly.
Scanned text is not clear.
Cause
Solution
The contrast, resolution, or brightness needs to be 1.
adjusted before scanning.
2.
220
Adjust the contrast and resolution settings
from the HP Toolbox.
Check that the contrast and resolution
settings are correct. See the user guide
section for more information.
The original is on colored paper.
If the original is on colored paper, including brown
recycled paper, the text might not be clear. Try
adjusting the resolution, contrast, and brightness
settings from the HP Toolbox.
There is a problem with the scanner assembly.
Replace the scanner assembly. HP LaserJet
3015: see, Scanner assembly. HP LaserJet 3020
and 3030: Scanner assembly.
Chapter 6 Troubleshooting
ENWW
Images are scanning at a reduced size.
Cause
Solution
The HP software settings are set to reduce the
scanned image.
1.
Adjust the settings from the HP Toolbox.
2.
Adjust the settings in the HP LaserJet Scan
software.
Large amounts of toner are scattered around the characters.
ENWW
Cause
Solution
The media resistivity is too high.
1.
Use a different media type. Make sure that the
media meets specifications detailed in the HP
LaserJet Printer Family Print Media Guide.
2.
Turn the stack of media over and put it back in
the tray.
3.
Use media that is designed for laser printers.
Solving scanning (copying) image-quality problems
221
Repetitive image defect ruler
Use the repetitive image-defect ruler to help solve image quality problems. Place the top line
on the ruler next to the first occurrence of the defect on the page. Find the mark that points to
the next instance of the defect to identify the component that is causing the defect.
First occurrence of print defect (0.00 inches)
Print cartridge 30.8 mm (1.21 inches)
Print cartridge 37.7 mm (1.48 inches)
Fuser (Fixing assembly) 41.0 mm (1.61 inches)
Transfer roller 46.3 mm (1.82 inches)
Paper pick-up assembly 55.2 mm (2.17 inches)
Fuser (Fixing assembly) 56.5 mm (2.22 inches)
Print cartridge 76.3 mm (3.00 inches)
Figure 6-1.
Repetitive image defect ruler
Note
The repetitive image defect ruler is for reference only and may not display or print to exact
scale. Use a measuring device to determine the spacing between repeating image defects.
222
Chapter 6 Troubleshooting
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Solving paper-feed problems
Use the information in this section to solve problems that are related to moving paper or
documents through the product.
CAUTION
Always try to remove a jam in the direction that the media feeds through the printer.
If the problem occurs when copying or scanning, see Solving scanning (copying) image-quality
problems.
Jams occur in the printer
Occasionally, media becomes jammed during a print job. Try the following remedies before
you attempt to clear the jam:
●
Make sure that the media meets specifications.
●
Make sure that the media is not wrinkled, folded, or damaged.
●
Make sure that the product is clean. See Cleaning the product.
●
Make sure that the input trays are loaded properly and are not too full. See, Loading
media.
To clear a jam
CAUTION
Jams might result in loose toner on the page. If toner falls on clothing, wash it in cold water.
Hot water will permanently set the toner into the fabric. If toner is on your hands, wash them in
cold water.
Never use a sharp object, such as a pencil or scissors, to remove jammed media.
1. Open the print-cartridge door .
Figure 6-2.
ENWW
Clear a jam in the product base (1 of 3)
Solving paper-feed problems
223
2. Grasp the handle on the print cartridge, remove the print cartridge, and set it aside.
Figure 6-3.
Clear a jam in the product base (2 of 3)
CAUTION
To prevent damage to the print cartridge, do not expose it to light any longer than necessary.
Place the print cartridge in a paper bag or other opaque container until you can place it back in
the device.
3. With both hands, grasp the side of the media that is most visible (this includes the
middle), and carefully pull it free from the product.
Note
Always try to remove a jam towards the way it would move through the paper path.
Figure 6-4.
Clear a jam in the product base (3 of 3)
4. After the jammed media is removed, replace the print cartridge, and close the printcartridge door.
5. After clearing a jam, turn off the product, and then turn it on again.
To clear other media jams
CAUTION
224
Never use a sharp object, such as a pencil or scissors, to remove jammed media.
Chapter 6 Troubleshooting
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If the media has jammed where it exits the product, grasp the leading edge of the media and
pull the media out through the output bin.
Figure 6-5.
Clearing output bin jams (HP LJ 3015)
Figure 6-6.
Clearing ADF output bin jams (HP LaserJet 3015)
Figure 6-7.
Clearing output bin jams (HP LaserJet 3020 and 3030)
If the media has jammed in the automatic document feeder (ADF), see Jams occur in the
automatic document feeder (ADF).
Note
If you turned the product off before clearing the jam, turn it on again, and then resend the
printing or copying job.
Solving print paper-feed problems
Use the following tables to solve paper-feed problems when printing.
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Solving paper-feed problems
225
Pages are coming out curled or wrinkled.
Cause
Solution
Paper curl is inherent to the laser printing
processes, and occurs when paper is subjected to
heat. Paper curl tends to relax as the paper cools
while resting on a flat surface.
Make sure that the media meets specifications
detailed in the HP LaserJet Printer Family Print
Media Guide. Remove the media, turn it over, and
reload it.
Paper is curled or wrinkled when printing.
In the printer driver, on the Paper or Paper/
Quality tab, select a lighter-weight media type,
such as Light <75 g/m2, to reduce the fuser
temperature.
Paper is curled when faxing or copying.
Try an alternate media.
Paper is not stored properly.
Whenever possible, store paper in its sealed ream
at room temperature.
The media is too long for the printer output bin.
Use the long media extension.
Print is misaligned on the page (skewed pages).
226
Cause
Solution
The media input tray is overfilled.
Remove some of the media.
The paper guides are not set correctly, are
broken, or are missing.
Be sure to center the paper with the side media
guides. Verify that the guides are not adjusted too
tightly or too loosely against the paper. Check for
broken or missing guides and replace as
necessary.
The paper weight or surface finish does not meet
HP specifications.
Make sure that the media meets specifications
detailed in the HP LaserJet Printer Family Print
Media Guide.
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The printer feeds multiple sheets or jams frequently from the main input tray or priority input
tray.
Cause
Solution
Paper guides are not adjusted properly.
Slide the guides against the sides of the stack in
the media input tray or the priority input tray to
center the paper. Make sure the guides are not
adjusted too tightly.
Paper was not removed from the main input tray
before refilling the tray.
Always remove paper from the main input tray
before refilling it.
The main input tray or priority input tray is
overfilled.
Remove some of the sheets. The HP LaserJet
3015 ADF input tray can hold up to 30 sheets of
60-g/m 2 (16-lb) bond-weight paper.
Remove some of the sheets. The HP LaserJet
3020 and 3030 ADF input tray can hold up to 50
sheets of 60-g/m 2 (16-lb) bond-weight paper.
Remove some of the sheets. The HP LaserJet
3015, 3020, and 3030 main input tray can hold up
to 150 sheets of 60-g/m 2 (16-lb) bond-weight
paper.
The paper was poorly cut by the manufacturer and “Break” the ream of paper by curving it into an
is sticking together.
upside-down u-shape; this can effectively
decrease multifeeds. Also try turning the paper
around to feed the opposite end first, or use a
different type of paper.
The paper does not meet HP specifications for
print media.
Make sure that the media meets specifications
detailed in the HP LaserJet Printer Family Print
Media Guide.
The output capacity was exceeded in the paper
output bin.
Do not allow more than 125 sheets of 75 g/m2
(20-lb) bond-weight paper (less for heavier paper)
to fill the paper output bin.
The pickup roller is dirty or damaged.
Clean the pickup roller.
Replace the pickup roller. See, User replaceable
parts.
The separation pad is dirty or damaged.
Clean the separation pad.
Replace the separation pad. See, User
replaceable parts.
A sensor is not operating properly.
Check the sensors to make sure that none is
jammed. If a sensor cannot be corrected, replace
the sensor.
Jams occur in the automatic document feeder (ADF)
Occasionally, media becomes jammed during a copy, scan, or fax job.
You are notified of a media jam by a software error message and the Doc feeder jam Clear,
Reload message that appears on the device control-panel display.
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Solving paper-feed problems
227
To clear a media jam from the automatic document feeder (ADF)
1. Remove the ADF input tray and open the ADF lid.
Figure 6-8.
ADF lid open (HP LaserJet 3015)
Figure 6-9.
ADF lid open (HP LaserJet 3020 and 3030)
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2. Carefully remove jammed media (for the HP LaserJet 3020 and 3030: lifting the green
lever, rotate the pickup roller assembly until it stays open). Gently try to remove the page
without tearing it.
Figure 6-10.
Clear an ADF jam (HP LaserJet 3015)
Figure 6-11.
Clear an ADF jam (HP LaserJet 3020 and 3030; 1 of 2)
Note
When removing media jammed in the ADF, It might be helpful to remove the ADF guide/
cleanout comb.
Figure 6-12.
Clear an ADF jam (HP LaserJet 3020 and 3030; 2 of 2)
3. Close the ADF lid and replace the ADF input tray.
Solving scanner (copier) paper-feed problems
Use the following tables to help solve paper-feed problems when scanning or copying.
Long pages stop feeding through the ADF.
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Cause
Solution
The document is too long.
The maximum document length is 381 mm (15
inches). If the document is too long, copy
segments of it and scan each copy.
The paper delivery sensor is damaged.
Check the paper delivery sensor to make sure it is
not jammed. If the sensor cannot be corrected,
replace it.
Solving paper-feed problems
229
Scanned items are crooked.
Cause
Solution
The media input tray guides are not set correctly,
are broken, or are missing.
Be sure to center the paper with the media input
tray guides. Verify that the guides are not adjusted
too tightly or too loosely against the paper. Check
for broken or missing guides and replace as
necessary.
Pages refeed into the ADF.
Cause
Solution
The media is damaged. Make sure that the media Make sure that the media is not folded or torn, and
is flat (not folded) and that it meets weight
that it meets specifications detailed in the HP
specifications.
LaserJet Printer Family Print Media Guide.
The ADF feeds multiple sheets or jams frequently from the media input tray.
230
Cause
Solution
The media input tray guides are not adjusted
properly.
Remove the document from the media input tray.
Straighten the item, then reinsert it. Slide the
guides against the sides of the item to center it.
Make sure that the guides are not adjusted too
tightly.
The media input tray is overfilled.
Remove some of the sheets. The media input tray
can hold up to 30 (HP LaserJet 3015) or 50 (HP
LaserJet 3020 and 3030) pages, depending on the
thickness of the pages.
The item was too thick, too slick, or otherwise did
not meet specifications.
Make sure that the media meets specifications
detailed in the HP LaserJet Printer Family Print
Media Guide Use the flatbed ( HP LaserJet 3020
and 3030) to make the scan or copy.
The ADF pickup roller is dirty or worn.
Clean or replace the ADF pickup roller. See,
The ADF document feed guide is not installed
properly.
Ensure that both sides of the ADF document feed
guide are snapped in properly.
The ADF pickup roller is damaged or worn.
HP LaserJet 3015: replace the scanner
assembly. See, Scanner assembly. HP LaserJet
3020 and 3030: replace the ADF pickup roller
See, User replaceable parts.
The ADF separation pad is dirty, damaged, or
worn.
Replace the ADF separation pad. See, User
replaceable parts.
The sensor is not operating properly.
Check the sensor to make sure it is not jammed. If
a sensor cannot be corrected, replace the ADF
assembly.
A problem exists in the ADF path.
Check the path for obstructions. Readjust as
necessary or replace the ADF assembly (the ADF
assembly is part of the flatbed lid for the HP
LaserJet 3020 and 3030). See, Scanner assembly
or Flatbed lid.
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Solving problems with digital subscriber line (DSL) connections
Note
The HP LaserJet 3015 and 3030 all-in-one products have faxing capability. The HP LaserJet
3020 all-in-one product does not operate as a faxing device.
A digital subscriber line (DSL) uses digital technology over standard copper phone wires. DSL
services rely on an AM radio wave that has a range of 600 kHz to 2.2 GHz. The HP LaserJet
3015 and 3030 all-in-one is a Group 3 fax device, which operates at about 200 kHz (below the
DSL capability) and is not directly compatible with digital signals. However, if specified during
the DSL line setup, the signal on a DSL line can be separated so that some of the bandwidth
is used to transmit an analog signal (for voice and fax) while the remaining bandwidth is used
to transmit digital data. Split the signal to use both the telephone or fax and the computer on
the same line and at the same time.
Note
Not all printers and faxes are compatible with DSL services. HP does not guarantee that the
HP LaserJet all-in-one product will be compatible with all DSL service lines or providers.
The DSL modem requires a high-pass filter. Sometimes when DSL service is installed, the
service provider supplies a splitter, which includes a low-pass filter, for the normal house
phone wiring. If not, the user should contact the DSL provider, and request a filter or splitter to
enable a fax modem to operate on the line.
Note
HP recommends discussing DSL line setup options with the DSL service provider. Consult the
DSL provider for technical installation requirements.
Connecting additional devices
Depending on how the phone lines are set up, additional devices can be connected to the
phone line along with the HP LaserJet 3015 and 3030 all-in-one. In general, no more than
three or four devices should be connected to a single phone line. If too many devices are
connected to a single phone line, one or more of the devices might not detect an incoming
call. If this occurs, disconnect one or more of the devices.
Note
This product cannot replace a computer modem. It cannot act as a modem for sending and
receiving e-mail, for connecting to the Internet, or for communicating with other computers.
Dedicated fax line
If the product is connected to a phone line that is used only for fax calls, the following devices
can be connected:
●
Caller ID box
●
Modem—An internal or external computer modem can be connected to the fax line if the
fax line is to be used for e-mail or access to the Internet. However, faxes might not be
sent or received while the line is being used for these purposes.
●
Extra phone—An extra phone line can be connected to the fax line if the fax is to used for
making outgoing calls.
Do not connect an answering machine or computer voicemail system to the fax line. If the
customer uses computer voicemail, connect the external or internal modem to the dedicated
phone line. Then, use the dedicated voice line to connect to the Internet and receive
voicemail.
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Solving problems with digital subscriber line (DSL) connections
231
Shared phone line
If the product is connected to a phone line that is shared between fax calls and voice calls, or
if the phone line has two phone numbers assigned and uses a ring-pattern service, the
following devices can be connected:
Note
●
Caller ID box
●
Modem—An internal or external computer modem can be connected to the fax line if the
fax line is to be used for e-mail or access to the Internet. However, faxes might not be
sent or received while the line is being used for these purposes.
●
Phone—Connect a phone to the shared phone line to make or answer voice calls on the
shared line.
●
Answering machine or computer voicemail system—Connect these devices to the same
phone jack that the product uses in order to make sure that the different devices do not
interfere with one another.
It is possible to connect devices to another phone jack for the same phone line (for example,
in another room). However, the devices might interfere with faxing and with each other.
To connect additional devices to the HP LaserJet 3015 all-in-one and the
HP LaserJet 3030 all-in-one
Connect additional devices in the order that is described in the following steps. The output
port for each device is connected to the input port of the next, forming a "chain". If you do not
want to connect a specified device, skip the step that explains it and continue to the next
device.
Note
Do not connect more than three devices to the telephone line.
1. Unplug the power cords for all the devices that you want to connect.
2. The device should already be connected to a telephone jack.
3. Locate the fax ports on the back of the device.
4. Remove the plastic insert from the "telephone" port (the port that is marked with a
telephone icon).
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5. To connect an internal or external modem on a computer, plug one end of a telephone
cord into the device “telephone” port (the port that is marked with a telephone icon). Plug
the other end of the cord into the modem “line” port.
Note
Some modems have a second “line” port to connect to a dedicated voice line. If you have two
“line” ports, see your modem documentation to make sure that you connect to the correct
“line” port.
6. To connect a caller-ID box, plug a telephone cord into the previous device’s “telephone”
port. Plug the other end of the telephone cord into the caller-ID box “line” port.
7. To connect an answering machine, plug a telephone cord into the previous device’s
“telephone” port. Plug the other end of the telephone cord into the answering machine
“line” port.
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Solving problems with digital subscriber line (DSL) connections
233
8. To connect a telephone, plug a telephone cord into the previous device’s “telephone” port.
Plug the other end of the telephone cord into the telephone “line” port.
9. After you have finished connecting additional devices, plug all of the devices into their
power sources.
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Functional checks
Use the following procedures to help diagnose and solve problems that occur in the print
engine.
Control-panel test
Note
Perform this procedure as quickly as possible in order to complete the control-panel check
before the formatter begins communicating with the control panel. The control-panel test
continues until all of the buttons have been tested or until the formatter attempts to
communicate with the control panel (after approximately 40 seconds). The control-panel test
will be interrupted if it is not completed before communication occurs.
1. Turn the product power on by using the power switch.
2. Immediately press the > and CANCEL buttons simultaneously.
3. Press and hold down the > and CANCEL buttons until the message Passed MEM Test
appears on the control-panel display.
4. Release the > and CANCEL buttons.
5. Press the MENU/ENTER button to test the control-panel display LEDs. Continue to press MENU/
ENTER until the message Scroll Check--Press Enter To Pass appears on the controlpanel display.
6. Press MENU/ENTER again.
7. The name of a control-panel button will appear on the control-panel display. Press the
corresponding button on the control panel. Repeat this step until all of the control-panel
buttons have been tested.
Note
The control-panel test continues until all of the buttons have been tested or there is no activity
at the control panel for about 20 seconds. After testing all of the control-panel buttons (or
when there is no activity at the control panel for about 20 seconds), the product exits the test
and continues the startup processes.
Half self-test functional check
The purpose of the half self-test check is to determine which image-formation process is
malfunctioning. The image-formation process can be subdivided into the following stages:
●
conditioning stage (charges the drum)
●
writing stage (writes a latent image to the drum with the laser)
●
development stage (forms a toner image on the drum)
●
transfer stage (transfers the image to paper)
●
separation stage (separates the media from the drum)
●
fusing stage (applies heat and pressure to make the image on paper permanent)
●
cleaning stage (removes excess toner from the drum)
To perform a half self-test check
1. Print a self-test page. (See Troubleshooting tools.)
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Functional checks
235
2. Open the print cartridge door after the paper advances halfway through the printer (about 5
seconds after the motor begins rotation). The leading edge of the paper should have
advanced past the print cartridge.
3. Remove the print cartridge.
4. Open the print cartridge drum shield to view the drum surface. If a dark and distinct toner
image is present on the drum surface, assume that the first three functions of the imageformation process are functioning (through the development stage). Troubleshoot the
failure as a transfer or fusing problem.
To perform other checks
If, during the half self-test check, no image is present on the photosensitive drum, perform
these checks:
1. Make sure that you removed the entire length of the sealing tape from the print cartridge
before you installed the cartridge.
2. Perform a drum-rotation functional check. (See Drum rotation functional check .)
3. Perform a high-voltage power-supply check. (See High-voltage contacts check.)
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If a transfer problem, replace the transfer roller. If a fuser problem, first make sure to check the
two wire-harness connectors (J102 and J204; callout 1) on the power supply.
Figure 6-13.
Check the fuser connectors on the fuser
Figure 6-14.
Check the fuser connectors on the power supply
Drum rotation functional check
The photosensitive drum, located in the print cartridge, must rotate in order for the print
process to work. The photosensitive drum receives its drive from the main drive assembly.
Note
This test is especially important if refilled print cartridges have been used.
1. Open the print-cartridge door.
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Functional checks
237
2. Remove the print cartridge.
3. Mark the drive gear on the cartridge with a felt-tipped marker. Note the position of the
mark.
4. Install the print cartridge and close the print-cartridge door. The startup sequence should
rotate the drum enough to move the mark.
5. Open the print-cartridge door and inspect the gear that was marked in step 3. Verify that
the mark moved.
If the mark did not move, inspect the main drive assembly to make sure that it is meshing with
the print-cartridge gears. If the drive gears appear functional and the drum does not move,
replace the print cartridge.
High-voltage contacts check
The high-voltage contacts in the product must have a good connection with the contacts on
the print cartridge to provide the necessary voltages for the image-formation processes.
To check the print-cartridge contacts
Remove the print cartridge and visually inspect the three connection points (callout 1) on the
end of the print cartridge. If they are dirty or corroded, clean the connection. If they are
damaged, replace the print cartridge.
Note
Use only isopropyl alcohol to clean the connections.
Figure 6-15.
Print-cartridge high-voltage contacts
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Chapter 6 Troubleshooting
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To check the high-voltage connector pins
The assembly has three spring-loaded pins (callout 1) to contact the print cartridge. Verify that
the pins are not dirty or corroded and that the spring-loading action is functional. If the pins are
dirty or obstructed, clean them using a dry cloth. If they are damaged, replace the product.
Figure 6-16.
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High-voltage contacts
Functional checks
239
Updating the firmware code
Note
If after attempting to update the firmware code the device does not return to the Ready state,
preform the following procedures.
Try the firmware update again.
Perform the NVRAM init procedure. See NVRAM init.
If the device still does not reach the Ready state, replace the formatter. See Formatter and
line interface unit (LIU).
The device uses a flash-memory-based formatter that enables the firmware code to be
updated when updated firmware is available. Flash memory also provides a method for
product recovery if the installed firmware becomes corrupted or fails.
Print a configuration page to find out what version of firmware code is installed on the device.
If updated firmware is available, download the appropriate update (www.hp.com/support/
lj3015; www.hp.com/support/lj3020; www.hp.com/support/lj3030) and follow the instructions in
the ReadMe file.
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Troubleshooting tools
Use the control panel to print configuration reports and demonstration pages. The
configuration report shows the settings that have been selected from the control panel.
Printing a configuration report is also considered a "self test" for the printer, although any of
the reports can serve this purpose. A printout of the control-panel menu structure is a useful
reference if you alter settings in the menu.
Printing a configuration report, demonstration page, or menu
structure
1. Press MENU/ENTER.
2. Use the < or > button to select Reports and then press MENU/ENTER.
3. Use the < or > button to select either Config report , Demo Page , or Menu Structure
and then press MENU/ENTER. The product exits the Menu settings and prints the report.
Printing all fax reports at once (HP LaserJet 3015 and 3030
only)
To print all fax reports at once:
1. Press MENU/ENTER.
2. Use the < or > button to select Reports and then press MENU/ENTER.
3. Use the < or > button to select All fax reports and then press MENU/ENTER. The product
exits the Menu settings and prints the reports.
When you print all reports at once, the following reports are printed:
●
Fax activity log—recent faxes sent and received, and their status
●
Billing log (if enabled)—sorted by billing code
●
Block fax list (if enabled)—fax numbers you have blocked
●
Configuration report—current control-panel settings, including the following sections:
●
System information
●
Reports
●
Fax settings
●
User defaults
●
Service
●
Page counts
●
Speed-dial report—one-touch, speed-dial, and group-dial report
●
Usage page
T.30 protocol trace (HP LaserJet 3015 and 3030 only)
Use a T.30 protocol trace report to troubleshoot fax transmission and receive issues.
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241
To print a T.30 protocol trace report
1. Press MENU/ENTER.
2. Use the < or > button to select Service and then press MENU/ENTER.
3. Use the < or > button to select Print T.30 trace and then press MENU/ENTER.
4. Use the < or > button to select NOW, and then press MENU/ENTER. The product exits the
Menu settings and prints the reports.
Send a fax from the product or receive a fax to the product from another fax machine. Print a
T.30 trace report after the fax prints.
Explanations of some of the report column heading follow:
●
Date and Time identify when the fax begins. Match this information with the fax log of
errors.
●
Type is the type of fax activity: send or receive.
●
Identification is the phone number to which a fax is sent.
●
Result explains the status of the fax:
●
“OK” means that the fax was successful.
●
“Pending” faxes are in memory or are printing.
●
For error codes and their meanings, see Table 6-4. Fax receive codes and Table 6-5.
Fax send codes.
Fax error-correction mode (ECM) (HP LaserJet 3015 and 3030 only)
Normally, the product monitors the signals on the telephone line while it is sending or receiving a
fax. If the product detects an error during the transmission and the error-correction mode is On,
the product can request that the portion of the fax be resent. The factory-set default for errorcorrection mode is On.
To change the error-correction setting
1. Press MENU/ENTER.
2. Use the < or > button to select Fax setup, and then press MENU/ENTER.
3. Use the < or > button to select All faxes, and then press MENU/ENTER.
4. Use the < or > button to select Error correction, and then press MENU/ENTER.
5. Use the < or > button to select On or Off, and then press MENU/ENTER to save the
selection.
V.34 fax standard
V.34 is the industry-wide fax standard for full-duplex modems that transmit at speeds up to
28,000 bps. When V.34 is turned on, the product automatically adjusts the transmission speed
based on the clarity of the image. Turning V.34 off can resolve some fax transmission issues.
To change the V.34 setting
1. Press MENU/ENTER.
2. Use the < or > button to select Fax setup, and then press MENU/ENTER.
3. Use the < or > button to select All faxes, and then press MENU/ENTER.
4. Use the < or > button to select V.34, and then press MENU/ENTER.
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5. Use the < or > button to select On or Off, and then press MENU/ENTER to save the
selection.
Fax receive and fax send codes
The following tables list the fax receive and fax send codes that appear in the fax call report.
Table 6-4. Fax receive codes
Code
Description
Recommended action
200
The fax session has been completed None required.
without errors.
221
The user has pressed CANCEL, which
caused the fax session to be
prematurely halted.
222
The product has answered a call but 1.
has been unable to detect the
presence of a fax machine. Typically,
this is caused by the product
answering a voice call.
2.
-Or-
Allow the product to receive the fax.
-Or-
If the remote machine ends the call just
as the product starts receiving, reduce
the ring count after which the product
answers. Or, suggest that the remote
user manually dial to the product and
then manually start the fax session by
pressing START after fax tones have been
heard from the product.
3.
The remote machine automatically
ended the call immediately before, or
just as, the product answered the
call.
Confirm that the remote user is not
inadvertently attempting a poll
transmission from the product instead of
transmitting to the product.
4.
Reconfigure the local fax machine to use
different configuration settings, change
ECM to the opposite of the current
setting, and/or select a slower reception
speed.
The remote user canceled the fax
transmission by pressing CANCEL
immediately before, or just as, the
product answered the call.
-OrThe remote (calling) fax machine
identified a feature incompatibility
between the two machines and
disconnected immediately before
transmitting any additional fax tones
or T.30 frames. (This is a very rare
and non-standard behavior.)
223 (ECM
error)
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Confirm that the remote caller is a fax
machine and not a voice call. (Typically
the remote user must inform the caller
that the fax session failed.)
The product has been unable to
receive an entire page even after
multiple attempts to receive the parts
of the page that contain errors. This
is usually caused by extremely poor
line conditions.
Attempt to receive the fax again after
telephone-line conditions have improved.
-OrSet the ECM to Off. Errors might still occur,
which might result in degraded image quality
on the received page. However, the ability to
receive the entire document will be improved.
Troubleshooting tools
243
Table 6-4. Fax receive codes (continued)
244
Code
Description
Recommended action
224
The product has received one or
Attempt to receive the fax again after
more pages that contain excessive
telephone-line conditions have improved.
errors. This is usually caused by
extremely poor line conditions.
Because the ECM is not used during
this session, errors are not corrected.
Some non-HP machines might try to
resend the failed pages, but it is
impossible to determine from the
resent pages if the problems with the
previously received pages have been
corrected.
225
The remote machine has attempted
to initiate a remote diagnostic
session with this machine, even
though remote diagnostic access is
locally disabled.
Enable the remote diagnostics capability on
the product.
226
The remote machine has attempted
to initiate a remote diagnostic
session with this machine, but the
remote diagnostic versions that the
two machines support are
incompatible.
None. Remote diagnostics cannot occur
between machines that have incompatible
remote diagnostic versions.
227
The remote machine has attempted Reconfigure the product to receive at a
to initiate a fax session at a speed
slower speed.
and modulation that the product does
not support.
228
The remote machine has attempted 1.
to initiate a poll transmission from the
product even though the product is
not configured for poll transmission.
Confirm that the remote user intends to
use polling. The remote user might have
inadvertently attempted to poll. If this is
the case, reattempt a normal
transmission from the remote machine.
2.
If the remote user intended to use
polling, confirm that the product was
correctly configured for poll transmission.
229
The remote machine has attempted
to initiate a secure poll transmission
from the product but has not provided
a valid password.
Confirm that the remote user is the person for
whom the polled document is intended. If so,
make sure that the remote user has the
correct password and that the product is
configured with the same password.
230
The remote machine has attempted
to initiate an operation that requires
error correction but has not selected
error correction for the session.
Enable the ECM on both the product and the
remote machine.
231
The remote machine has attempted
to initiate a transmission to the
product even though the ability to
receive is disabled at the product.
Ensure that the product is capable of
receiving a document. Check that paper is
correctly loaded, paper is not jammed within
the machine, and any other system
abnormalities have been cleared.
Chapter 6 Troubleshooting
ENWW
Table 6-4. Fax receive codes (continued)
Code
Description
Recommended action
232 233 234
235 (ECM
error) 236
(ECM error)
237
A communication failure has
1.
occurred between the two machines.
-OrThe user at the remote machine
might have pressed CANCEL.
2.
Attempt to receive the fax again after
telephone-line conditions have
improved.
If the error persists, and error correction
is in use for the fax session, disable the
ECM.
-OrThe power at the remote machine
has been interrupted or deliberately
turned off, causing the fax session to
be interrupted.
238 239 (ECM
error) 240
(ECM error)
241 (ECM
error)
The remote fax machine sent an
unexpected communication.
None. This is a defect in the remote sending
machine.
242
The remote fax machine is
attempting to receive instead of
send. Both machines have attempted
to start receiving at the same time.
Ensure that a document is ready and is
correctly loaded in the transmitting fax
machine and that the remote machine is
attempting to transmit and not to receive.
It is possible to accidentally initiate a
fax reception after dialing on many
machines, if there is no paper in the
machine, or if the paper is not
correctly loaded and cannot be
sensed by the appropriate document
sensor.
243 244
The user of the remote machine has
pressed the Stop button on that
machine, which caused the session
to be prematurely terminated.
1.
-OrThe remote fax machine identified a
feature incompatibility between the
two machines and has terminated
the session. For example, the
2.
product tried to initiate polling, but the
remote machine did not support this
mode of operation.
ENWW
Confirm that the remote user is not
inadvertently attempting a poll
transmission from the product, instead of
transmitting to the product. This mode of
operation must be specially configured
on the product. If poll transmission from
the product is the appropriate mode of
operation, confirm that the product has
been configured for this operation.
Reconfigure the local fax machine to use
different configuration settings, change
the ECM setting to the opposite of the
current setting, or select a slower
reception speed.
Troubleshooting tools
245
Table 6-4. Fax receive codes (continued)
Code
Description
Recommended action
245 246 (ECM
error)
The user of the remote machine has
pressed the Stop button on that
machine, which caused the session
to be prematurely terminated.
1.
If the document was large, ask the
remote user to retransmit the document
as two or more smaller documents.
2.
Disable ECM and attempt to receive the
fax again.
The product has been “holding off”
the remote machine during reception
of a large or complex document
because the remote machine lacks
available memory. This hold-off time
has exceeded the timeout (typically
60 seconds) that the remote machine
uses, and the remote machine has
terminated the session.
246
247 - 251
The remote machine is apparently
stuck in the “on” mode.
None.
252
Telephone-line conditions were too
poor to receive a fax.
1.
Attempt to receive the fax again after
telephone-line conditions have
improved.
2.
Configure the machine to start receiving
at a lower speed.
3.
If the product successfully received
several pages of a larger document, ask
the remote user to transmit the
document in several smaller parts.
253
The remote machine has attempted Ask the remote user to reconfigure the remote
to initiate a page transmission using machine to transmit using a “normal” (letter/
a page width that is not supported by A4) page width.
the product.
281
The product has not received any
data at the start of a page during
non-ECM reception although the
modem has not detected a remote
disconnect. The remote machine is
probably transmitting fill bytes
instead of data, and is either broken
or jammed.
Ask the remote user to check his or her
machine, and then ask the remote user to
send the fax again.
282
The product has not received any
data at the start of a page during
ECM reception although the modem
has not detected a remote
disconnect. The remote machine is
probably transmitting sync frames
instead of data, and is either broken
or jammed.
Ask the remote user to check his or her
machine, and then ask the remote user to
send the fax again.
283
The product has detected that the
Ask the remote user to check his or her
modem carrier has stopped. Either
machine, and then ask the remote user to
the line has been disconnected or the send the fax again.
remote machine has aborted the
transmission.
Chapter 6 Troubleshooting
ENWW
Table 6-4. Fax receive codes (continued)
ENWW
Code
Description
Recommended action
284
The product has not received any
Ask the remote user to check his or her
data during non-ECM page reception machine, and then ask the remote user to
and a timeout failure has occurred.
send the fax again.
The remote machine is probably
transmitting fill bytes instead of data,
and is either broken or jammed.
285
The product has stopped receiving
any data during an ECM page
reception although the modem has
not detected a remote disconnect.
The remote machine is probably
transmitting sync frames instead of
data, and is either broken or
jammed.
286
The remote machine has transmitted Disable ECM, and ask the remote user to
invalid data. The product has
send the fax again.
received frames with errors during an
ECM reception and requested
retransmission of the failed frames.
The data that is resent does not
correspond to the data that was
requested. This is an implementation
error from the remote machine.
290
Between pages, the remote machine
has attempted to renegotiate the
session mode from ECM to nonECM. This operation is not
supported, and the session has been
abandoned.
Ask the remote user to send the fax again,
and to split the document into two portions:
the ECM and non-ECM portions. Some
machines will attempt to use non-ECM for
photo mode, so this might be associated with
a between-page encoding change to support
photo mode.
291
This is not a communication error,
and it is not expected that this error
will occur under non-development
scenarios. Reception has failed
because the local unit is unable to
open to receive data. This error
might be associated with low
memory, although low memory
should not produce the error unless
other conditions are contributing to
the problem.
If the error persists, turn the product off and
then on again.
292
The remote machine has attempted
to renegotiate the encoding mode
from non-JPEG to JPEG. This
operation is not supported, and the
session has been abandoned.
Ask the remote user to send the fax again,
and to split the document into two portions:
the JPEG and non-JPEG portions. Some
machines will attempt to use JPEG for photo
mode, so this might be associated with a
between-page encoding change to support
photo mode.
Ask the remote user to check his or her
machine, and then ask the remote user to
send the fax again.
Troubleshooting tools
247
Table 6-5. Fax send codes
248
Code
Description
Recommended action
300
The fax session has been completed
without errors.
None required.
311
The user has pressed the STOP
button, which caused the session to
be prematurely halted before all
pages have been transmitted.
None required.
312
A remote fax device has failed to
Confirm that the remote fax machine is ready
answer the call. Specifically, fax tones to receive a document, and attempt to send
or the fax handshake from a remote
the fax again.
machine has not been detected.
Typically this is caused by the user
calling the wrong number, or when
the correct number has been called
but the machine has been configured
not to answer, or when the remote
machine has been temporarily
disabled because of a condition such
as a lack of paper or a jam.
313
A busy signal has been detected each Attempt to send the fax again when the line is
time that the product has attempted to no longer busy.
call the remote machine.
314
The product has attempted to initiate
a remote diagnostic session but has
detected that remote diagnostics are
disabled at the remote machine.
Ask the remote user to enable remote
diagnostics on the remote machine.
315
The product has attempted to initiate
a remote diagnostic session but has
detected that the remote diagnostic
version supported by the remote
machine is incompatible.
No solution. Remote diagnostics cannot
occur between machines that have
incompatible remote diagnostic versions.
316
The product is set up to initiate
document transmission, but it has
detected that the remote machine is
not able to receive a document. This
error should be rare because a
remote machine normally will not
answer if it cannot receive a
document. An exception is if the
remote machine is configured for poll
transmission but is unable to receive.
Configure the remote machine for reception.
Typically the remote user configures the
remote machine, which can include loading
paper, clearing jams, and clearing other
system abnormalities.
317
The remote machine cannot support None.
a fax reception at any speed or
modulation that the product supports.
318
The remote machine cannot support
a fax reception at the page width that
the product selected.
Chapter 6 Troubleshooting
None.
ENWW
Table 6-5. Fax send codes (continued)
Code
Description
Recommended action
319
The product has attempted to initiate
a binary file transfer (BFT) but has
detected that the remote machine
does not support this mode of
operation.
1.
Ask the remote user to enable the BFT
capability on the remote machine if it is
supported.
2.
Retransmit the document as a normal
fax, rather than attempting a BFT
transfer.
The product is set up to initiate poll
reception with a remote machine, but
it has detected that the remote
machine is not configured to do this.
Poll transmission from a remote
machine is typically configured on a
session-by-session basis.
Confirm that the local user wants to attempt a
poll reception. If not, reconfigure the product
for a normal fax transmission.
320
-OrConfigure the remote machine for poll
transmission. The remote user must first load
a document to transmit and then configure the
machine for polling.
321
A communication error with the
Attempt to send the fax again when
receiving fax machine was caused by telephone-line conditions have improved.
poor telephone-line conditions.
322 - 324
Telephone-line conditions are too
poor to send a fax.
325 - 328
(ECM error)
Telephone-line conditions are poor.
1.
Attempt to send the fax again when
telephone-line conditions have
improved.
2.
If the session fails after transmitting
several pages of a large document,
retransmit the document as several
smaller documents.
Attempt to send the fax again when
telephone-line conditions have improved.
-OrDisable ECM. Errors might still occur, and
might result in a degraded image quality on
the received page. However, the ability to
transmit the entire document will be
improved.
329 - 331
332 - 343
ENWW
The remote machine has reported
that one or more pages have been
received (while ECM was off) with
excessive errors. This error does not
result in the session being terminated
immediately. Subsequent page
transmission can still occur, and later
pages might be received without
error.
Attempt to send the fax again when
telephone-line conditions have improved.
A defect exists in the remote fax
machine.
Send to or receive from another fax machine.
-OrSelect a lower speed for the initial
transmission speed.
Troubleshooting tools
249
Table 6-5. Fax send codes (continued)
Code
Description
Recommended action
344 - 348
349-353 (ECM
error) 354355
The remote machine has failed to
respond to a fax command from the
product because the connection is
interrupted.
1.
Attempt to send the fax again when
telephone-line conditions have
improved.
2.
If the fax session was using error
correction, disable ECM.
1.
Configure the remote machine for
document reception by clearing any
paper jams, loading sufficient paper, and
clearing any other system errors.
2.
Configure the local fax machine to use
different configurations, toggle the ECM
state, or select a slower reception speed.
-OrThe remote user has pressed the
Stop button while the remote machine
was receiving.
-OrUnder rare conditions, incompatibility
between the two machines can cause
the remote machine to simply
abandon the call.
356 - 361
The remote user has pressed the
362-366 (ECM Stop button, which caused the
error)
session to be aborted.
-OrThe remote machine has
encountered a system problem (such
as no paper or a jam), which has
inhibited it from receiving any more
pages, and which has caused it to
terminate the session prematurely.
-OrThe remote machine has
encountered a feature incompatibility,
which caused it to terminate the
session.
367 - 372
The remote machine is apparently
373-377 (ECM stuck in the “on” mode.
error) 378379
None.
380
The remote machine has failed to
issue a valid response to a CTC
frame. This occurs during ECM
transmission after multiple
retransmissions of erroneous data.
None; a defect exists in the remote machine.
381
The remote machine has failed to
respond to a fax command from the
product because the connection is
interrupted.
1.
Attempt to send the fax again when
telephone-line conditions have
improved.
2.
Disable ECM.
-OrThe remote user has pressed the
Stop button while the remote machine
was receiving.
250
Chapter 6 Troubleshooting
ENWW
Table 6-5. Fax send codes (continued)
Code
Description
Recommended action
382
The remote fax machine has been
“holding off” the local fax machine
from continuing the ongoing
transmission because of a temporary
low-memory condition at the remote
machine. If this “hold-off” period
exceeds a machine's specific timeout
value, the session is terminated.
Resend the document as two or more
separate fax transmissions. Wait several
minutes between the end of one transmission
and the start of the next transmission.
The remote machine has failed to
respond to a fax command from the
product because the connection was
interrupted.
Attempt to send the fax again when
telephone-line conditions have improved
383
-Or-
-OrDisable ECM.
-OrDisable ECM.
The remote user has pressed the
Stop button while the remote machine
was receiving.
384
The product has attempted a black
JPEG transmission to a machine that
does not support this mode.
Use a different mode, and attempt to send the
fax again.
386
The product has failed to complete
phase 3 of the initial V.34 handshake
after originating a fax session. This is
usually caused by poor line
conditions, although it might be a
compatibility issue with certain
machines or line conditions.
1.
Attempt to send the fax again when
telephone-line conditions have
improved.
2.
Disable V.34 on the product and attempt
the transmission with the V.17 mode.
387
388
389
ENWW
The product has failed to successfully 1.
negotiate the initial V.8 handshake
with the remote machine after
originating a fax session. Typically,
2.
this occurs when the remote machine
is not fax-capable or has disabled
reception. It might also be a
compatibility issue with certain
machines or line conditions.
Attempt to send the fax again when
telephone-line conditions have
improved.
The product has originated a fax
1.
session and detected a remote fax
machine but has been unable to
detect any T30 frames. If the machine
2.
is in V.17 mode, the connection
probably has been interrupted. In
V.34 mode, this error might also
occur because of compatibility
problems with certain machines or
line conditions.
Attempt to send the fax again when
telephone-line conditions have
improved.
The product has originated a fax
session and has reattempted V.8
negotiations multiple times without
success.
1.
Attempt to send the fax again when
telephone-line conditions have
improved.
2.
Disable V.34 on the product and attempt
the transmission with the V.17 mode.
Disable V.34 on the product and attempt
the transmission using the V.17 mode.
Disable V.34 on the product and attempt
the transmission with the V.17 mode.
Troubleshooting tools
251
Table 6-5. Fax send codes (continued)
Code
Description
Recommended action
390
The product has originated a fax
session while using error correction
(either V.34 or V.17). Transmission of
an image has been abandoned after a
timeout when no data has become
ready for transmission. This is most
likely caused by a low-memory
condition, although it could be caused
by other internal problems that cause
data generation for transmission to
stall.
Attempt to send the fax again after making
sure that documents stored in memory are
printed, and that the unit has paper ready for
printing. If the problem persists, reinitialize
permanent storage.
391
The product has originated a fax
session without error correction (not
V.34). Transmission of an image has
been abandoned after a timeout when
no data has become ready for
transmission. This is most likely
caused by a low-memory condition,
although it could be caused by other
internal problems that stall the data
generation for transmission.
Attempt to send the fax again after making
sure that documents that are stored in
memory are printed, and that the unit has
paper ready for printing. If the problem
persists, reinitialize permanent storage.
392
The product has answered a fax
1.
session and completed the initial V.34
handshake but has been unable to
detect any T.30 frames. This failure is
2.
caused by either compatibility
problems with certain machines or
line conditions.
Ask the remote user to send the fax
again when telephone-line conditions
have improved.
The product has failed to complete
phase 3 of the initial V.34 handshake
after answering a fax session. This is
usually caused by poor line
conditions, although it might be a
compatibility issue with certain
machines or line conditions.
1.
Ask the remote user to send the fax
again when telephone-line conditions
have improved.
2.
Disable V.34 on the product and attempt
the transmission with the V.17 mode.
393
394
395
252
Chapter 6 Troubleshooting
Disable V.34 on the product and attempt
the transmission with the V.17 mode.
The product has failed to successfully 1.
negotiate the initial V.8 handshake
with the remote machine after
answering a fax session. Typically,
2.
this occurs when the calling machine
is not fax-capable. It might also be a
compatibility issue with certain
machines or line conditions.
Ask the remote user to send the fax
again when telephone-line conditions
have improved.
An unexpected T.30 frame has been
received between pages during a
multipage V.34 reception. This is
almost certainly a compatibility
problem with the remote machine,
and might be caused by an error with
the implementation of the remote
machine.
1.
Ask the remote user to send the fax
again when telephone-line conditions
have improved.
2.
Disable V.34 on the product and attempt
the transmission with the V.17 mode.
Disable V.34 on the product and attempt
the transmission with the V.17 mode.
ENWW
Table 6-5. Fax send codes (continued)
ENWW
Code
Description
Recommended action
396-409
An error occurred during a V.34
transmission when the product was
unable to correctly complete the
handshake with the remote machine
and was consequently unable to
transmit a T.30 frame. This occurs
when the line was disconnected or if
line conditions degrade during the
session.
Attempt to receive the fax again when
telephone-line conditions have improved.
410-419
An error occurred during a V.34
Attempt to receive the fax again when
reception when the product was
telephone-line conditions have improved.
unable to correctly complete the
handshake with the remote machine
and was consequently unable to
transmit a T.30 frame. This occurs
when the line is disconnected or if line
conditions degrade during the
session.
420
V.34 negotiations have failed from the Attempt to receive the fax again when
originating machine during phase 4.
telephone-line conditions have improved.
Phase 4 occurs after V.8 and before
the first T.30 frames are exchanged.
These compatibility problems have
been observed when sending to nonHP units.
421
V.34 negotiations have failed from the Attempt to receive the fax again when
originating machine during phase 3.
telephone-line conditions have improved.
Phase 3 occurs after V.8, before
phase 4, and before the first T.30
frames are exchanged. These
compatibility problems have been
observed when sending to non-HP
units.
422
V.34 negotiations have failed from the Ask the remote user to send the fax again
answering machine during phase 4.
when telephone-line conditions have
Phase 4 occurs after V.8 and before improved.
the first T.30 frames are exchanged.
423
V.34 negotiations have failed from the Ask the remote user to send the fax again
answering machine during phase 3.
when telephone-line conditions have
Phase 3 occurs after V.8, before
improved.
phase 4, and before the first T.30
frames are exchanged.
430
The transmitting machine is unable to Ask the remote user to send the fax again
send continuous "ones" at the end of when telephone-line conditions have
the control channel before starting the improved.
primary channel. This is a V.34 error.
This error might be associated with
line conditions, although it is more
likely to be caused by internal modem
problems.
Troubleshooting tools
253
Table 6-5. Fax send codes (continued)
Code
Description
Recommended action
431
The transmitting machine has not
No action required. The session was aborted.
received a response after aborting a
transmission. Depending upon when
the session is aborted, some remote
machines might not respond. The
product always attempts to abort the
session in such a way that the remote
machine can respond to the final
PPS_EOP.
440-444
An error occurred during a V.34
Attempt to receive the fax again when
transmission after one or more partial telephone-line conditions have improved.
pages (image data) were transmitted
through the primary channel. The
transmitting machine was unable to
restart the control channel in order to
resume the T.30 handshake. This
typically occurs when the receiving
machine prematurely disconnects
while receiving a partial page,
although the problem can be caused
by compatibility issues.
Translating the fax trace report (HP LaserJet 3015 and 3030 only)
Print a fax log report. The fax log report contains information about the product’s interpretation
of the problem.
Read the time sequences, looking for abnormal activity on the fax trace report. See Table 6-6.
Fax phase sequence (HP LaserJet 3015 and 3030 only), and Table 6-7. Appropriate
responses (HP LaserJet 3015 and 3030 only), to separate normal from abnormal activity. Fax
abbreviations appear in Table 6-8. Fax abbreviations (HP LaserJet 3015 and 3030 only).
Identify the phase in which the error occurred.
Note
??? represents an unidentified command.
Examples of a successfully sent fax and a successfully received fax appear after the tables.
Table 6-6. Fax phase sequence (HP LaserJet 3015 and 3030 only)
Sequence
Calling station
Called station
Phase A—Call setup sequence
254
1
Ring signal
2
CNG tone beep, 500 Hz for 1
second
3
Transmit CED, 2100 Hz for 3
seconds
4
Transmit NSF
5
Transmit CSI
6
Transmit DIS
Chapter 6 Troubleshooting
ENWW
Table 6-6. Fax phase sequence (HP LaserJet 3015 and 3030 only) (continued)
Sequence
Calling station
7
DIS detected
Called station
Phase B—Pre-message procedure (negotiate compatible format/protocol) (HP LaserJet 3015
and 3030 only)
8
Transmit TSI
9
Transmit DCS, select mode
10
DCS detected
11
Transmit TCF/training
12
Transmit FSK
13
Training (synchronize signals),
check for errors
14
Transmit CFR
15
Detect CFR
Phase C—Message transmission (page/scan transmission) (HP LaserJet 3015 and 3030 only)
16
Transmit message (FSK,
followed by date)
17
Receive message (SCAN),
check for errors
18
Transmit FSK
19
At end of message, send one of
the following:
●
EOM
●
EOP
●
MPS
●
PRI-Q
●
PPS-NULL
●
PPS-MPS
●
PPS-EOM
●
PPS-EOP
●
PPS-PRI-Q
Phase D—Post-message transmission (next page/end of transmission) (HP LaserJet 3015 and
3030 only)
20
Detect EOM, EOP, MPS, PRI-Q,
PPS-NULL, PPS-MPS, PPSEOM, PPS-EOP, or PPS-PRI-Q
21
Transmit MCF response to
confirmation signals of postmessage responses
Phase E—Call release (hang up sequence) (HP LaserJet 3015 and 3030 only)
ENWW
Troubleshooting tools
255
Table 6-6. Fax phase sequence (HP LaserJet 3015 and 3030 only) (continued)
Sequence
Calling station
21
Transmit DCN
22
Called station
Station hangs up
Table 6-7. Appropriate responses (HP LaserJet 3015 and 3030 only)
Commands
Comments
Appropriate responses
(NSF) (CSI) DIS
Identifying capabilities: from a
manual receiver or an autoanswer unit
(NSC) (CIG) DTC (TSI) DCS
(NSF) (CSI) DIS (CRP) (TSI)
(NSS) (PWD) (SEP) (CIG) DTC
(PWD) (SUB) (TSI) DCS
(NSC) (CIG) DTC
Mode-setting command: from
calling unit
(TSI) DCS (NSF) (CSI) DIS
(PWD) (SEP) (CIG) DTC
Poll operation
(CRP) (TSI) (NSS)
(TSI) DCS (TSI) (NSS)
Mode-setting command: from
manual transmitter or automatic
receiver
CFR FTT (NSC) (CIG) DTC
(PWD (SUB) (TSI) DCS
Command is always followed by
phasing/training
(NSC) (CIG) DTC
CTC
Mode-setting command: from
the transmitter to the receiver
(CTR) (CRP)
(EOR-NULL)
Indicates the next block
transmission from the
transmitter to the receiver
(ERR) (RNR) (CRP)
Any one of the following:
The receiver
(ERR)
●
(EOR-EOP)
(RNR)
●
(EOR-EOM)
PIN
●
(EOR-PRI-MPS)
(CRP)
●
(EOR-PRI-EOP)
●
(EOR-PRI-EOM)
Any one of the following:
Post-message commands
MCF
●
MPS
RTP
●
EOP
RTN
●
EOM
PIP
●
(PRI-MPS)
PIN
●
(PRI-EOP)
(CRP)
●
(PRI-EOM)
(PPS-NULL)
Post-message command for a
partial page from the transmitter
to the receiver
(PPR)
MCF
(RNR)
(CRP)
256
Chapter 6 Troubleshooting
ENWW
Table 6-7. Appropriate responses (HP LaserJet 3015 and 3030 only) (continued)
Commands
Comments
Appropriate responses
Any one of the following:
Post-message commands for a
complete page from the
transmitter to the receiver
(PPR)
●
(PPS-MPS)
●
(PPS-EOP)
(RNR)
●
(PPS-EOM)
PIP
●
(PPS-PRI-MPS)
PIN
●
(PPS-PRI-EOP)
(CRP)
●
(PPS-PRI-EOM)
(RR)
Ask for the status of the
receiver: from the transmitter to
the receiver
MCF
(RNR)
(ERR)
MCF
PIP
PIN
(CRP)
DCN
Phase E command
None
Table 6-8. Fax abbreviations (HP LaserJet 3015 and 3030 only)
ENWW
Abbreviation
Function
Signal format (“X”= any #)
CED
Called station identification
2100 Hz
CFR
Confirmation to receive
X010 0001 1850 or 1650 Hz for 3
seconds
CIG
Calling subscriber identification
1000 0010
CNG
Calling tone
1100 Hz for 500 ms
CRP
Command repeat
X101 1000
CSI
Called subscriber identification
0000 0010
CTC
Continue to correct
X100 1000
CTR
Response to continue to correct
X010 0011
DBM
-dBM signal strength detected
from sending station (number is
deviation from average value)
Range in -7.5 to -43 (-43 is a
weak signal; see the explanation
that follows Figure 6-18.
Example of a T.30 trace of a
successfully received fax)
DCN
Disconnect
X101 1111
DCS
Digital command signal
X100 0001
DIS
Digital identification signal
0000 0001
DTC
Digital transmit command
1000 0001
EOM
End of message
X111 0001 1100 Hz
Troubleshooting tools
257
Table 6-8. Fax abbreviations (HP LaserJet 3015 and 3030 only) (continued)
Abbreviation
Function
Signal format (“X”= any #)
EOP
End of procedure
X111 0100
EOR
End of retransmission
X111 0011
EQM
Eye quality monitor—a measure
of the modem signal quality,
lower numbers indicate better
signals
0-99
ERR
Response for end of
retransmission
X011 1000
ECD
Facsimile coded date
0110 0000
FCF
Facsimile
FCS
Frame check sequence
FDM
File diagnostics message
FIF
Facsimile information field
FSK
Frequency shift key: Low-speed
command identifier separating
commands/scans; precedes
command mode
FTT
Failure to train: The 1.5 seconds X010 0010
of the Training Check Frame
(TCF) indicates line conditions
are not good enough for this
modulation
GC
Group command
2100 Hz for 1.5 to 100 seconds
GI
Group identification
1850 Hz
HDLC
High-level data link control
LCS
Line conditioning signals
1100 Hz
MCF
Message confirmation
X011 0001
X011 1111
1850 Hz
258
MSG
Message received high speed
data
MPS
Multipage signal
X111 0010
NSF
Nonstandard facilities command
1000 0100
NSF
Nonstandard facilities
0000 0100
NSS
Nonstandard setup
X100 0100
PID
Procedure interrupt disconnect
X011 0110
PIN
Procedural interrupt negative
X011 0100
PIP
Procedural interrupt positive
X011 0101
PIS
Procedural interrupt signal
462 Hz for 3 seconds
Chapter 6 Troubleshooting
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Table 6-8. Fax abbreviations (HP LaserJet 3015 and 3030 only) (continued)
Abbreviation
Function
Signal format (“X”= any #)
PPS
Partial-page signal
X111 1101
PPS-EOM
Partial-page signal—end of
message
X111 1101
PPS-EOP
Partial-page signal—end of
procedure
X111 1101
PPS-MPS
Partial-page signal—multipage
signal
X111 1101
PPS-NULL
Partial-page signal—null
X111 1101
PPR
Partial-page request
X011 1101
PRI-EOM
Procedure interrupt—end of
message
X111 1001
PRI-EOP
Procedure interrupt—end of
procedure
X111 1100
PRI-MPS
Procedure interrupt—multipage
signal
X111 1010
RCP
Return to control for partial page 0110 0001
RNR
Receive not ready
X011 0111
RR
Receive ready
X111 0110
RTC
Return to control mode
Six EOLs
RTN
Retrain negative
X011 0010
RTP
Retrain positive
X011 0011
TCF
Training check field
Zeroes for 1 5 5
TSI
Transmitting subscriber
identification
X100 0010
PWD
Password (for polling)
1000 0011
PWD
Password (for transmission)
X100 0101
SCAN
Data-packets or scan-line count
SEP
Selective polling
1000 0101
SUB
Sub-address
X100 0011
V.xx
Protocol version used (Group 3
only)
V.27 = 4800/2400
V.29 = 9600/7200
V.33 = 14400/12000
V.17 = 14400/12000/9600/7200
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XID
Exchange identification
procedure
???
Unidentified command
sequence
Troubleshooting tools
259
Figure 6-17.
260
Example of a T.30 trace of a successfully sent fax
Chapter 6 Troubleshooting
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Note
Phase A, call establishment, does not show up on a trace report. Phase C is the phase in
which faxed pages are transferred.
Figure 6-18.
Example of a T.30 trace of a successfully received fax
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Troubleshooting tools
261
Service-mode functions
Use the following information to perform system-wide reset procedures and to adjust certain
global settings such as the country/region. Users do not have access to this information.
Secondary service menu
Use the secondary service menu to perform various tests and print service reports. The
following is a hierarchical diagram of the secondary service menu.
Main menu
Submenu
Submenu
2ndary Service
Service Reports
Continuous Self-Test
DS Fax
DS No Fax
Extended Keymap
Translations
Location codes
Data Store
Error Report
Scan Calibration
Scanline data
Red-corrected
Blue-corrected
Green-corrected
Red-uncorrected
Blue-uncorrected
Green-uncorrected
Location
USA
1=Yes 2=No
Clock Dithering
On
Off
Park Scanner
To gain access to the secondary service menu
1. Make sure that the control-panel display reads Ready.
2. Press MENU/ENTER.
3. Press 2 on the keypad.
Note
You can gain access to the secondary service menu from any other menu by pressing 2.
4. Use the < or > button to navigate the secondary service menu.
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Chapter 6 Troubleshooting
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5. To exit the secondary service menu and remove it from the menu tree, press CANCEL to
return to the Ready display, and then press CANCEL again.
To print a list of all the Fax data-store parameters
1. From the secondary service menu, use the < or > button to select Service reports, and
press MENU/ENTER.
2. Use the < or > button to select DS-Fax, and press MENU/ENTER.
Developer’s menu
Use the developer’s menu to adjust fax data-store parameters and to run various tests. The
following is a hierarchical diagram of the developer’s menu.
Main menu
Submenu
Developer’s menu
Display test
Submenu
Read Register
Write Register
R/W parameter
Monitor test
Onhook monitor
Offhook monitor
Eavesdrop Test
Signal Pwr Mon.
LIU test
LIU inputs
LIU ID
Loopback test
Data Store
Transmit test
OFFHOOK
ONHOOK
DIAL NUMBER
Note
Several other options are available
under this menu.
To gain access to the developer’s menu:
1. Make sure that the control-panel display reads Ready.
2. Press MENU/ENTER.
3. Press the * and # buttons simultaneously.
Note
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You can gain access to the developer’s menu from any other menu by pressing the * and #
buttons simultaneously.
Service-mode functions
263
4. Use the < or > button to navigate the developer’s menu.
5. To exit the developer’s menu and remove it from the menu tree, press CANCEL to return to
the Ready display, and then press CANCEL again.
To adjust fax data-store parameters
When you adjust fax data-store parameters, the product does not alert you to incorrect input
values. Changing fax data-store parameters can render the product illegal or inoperable.
Note
Before adjusting the fax data-store parameters, you can print a list of all the parameters from
the secondary service menu. See To print a list of all the Fax data-store parameters.
1. On the developer’s menu, use the < or > button to navigate to R/W PARAMETER, and
then press MENU/ENTER.
2. Use the < or > button to locate the parameter that you want to change. The current setting
appears on the control-panel display.
3. Type the new value for the fax data-store parameter, and then press MENU/ENTER.
To scroll quickly to a particular data-store parameter
When R/W PARAMETER appears on the control-panel display, jump directly to any
parameter ID that does not contain a 2 by typing the ID on the keypad. (Pressing 2 brings up
the secondary service menu.) To change a parameter that has a 2 in its ID, type the ID of the
closest parameter that does not have a 2 and then use the < or > button to locate the
parameter that you want to change. For example, to move quickly to parameter 152, enter 151 >.
Adjusting the country/region code parameters
Three situations can occur that necessitate changing the country/region or language settings
for the product:
1. The customer has moved to a different country/region from where the product was
purchased.
2. The information has been erased because of an NVRAM initialization, or the parameters
are set to "undefined."
3. The formatter was replaced.
Use the information in the following sections to adjust the country/region and language
settings.
To change the country/region from one location to another
1. Press MENU/ENTER, and then press 2 to gain access to the Secondary Service menu.
2. Press < or > to select Location, and then press MENU/ENTER.
3. Press < or > until the correct location appears.
4. When the correct location appears, press MENU/ENTER. Press 1 to confirm the new location.
The product automatically turns itself off and then on after the setting is confirmed.
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Chapter 6 Troubleshooting
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To set the language and location if none is set
If the language and location have been erased because NVRAM has been initialized or the
formatter is replaced, the product automatically prompts for the language and the location
when it is turned on.
Note
HP LaserJet 3015 and 3030 only: The customer cannot send or receive faxes until these
settings have been established.
1. Press < or > until the correct language appears.
2. When the correct language appears, press MENU/ENTER, and then press 1 to confirm the
selection. If the location also needs to be set, the product automatically prompts for the
location.
3. Press < or > until the correct country/region appears.
Note
HP LaserJet 3015 and 3030: The list of countries/regions that appears on the control-panel
display depends on the LIU that is installed in the product.
HP LaserJet 3020: This product does not have fax capabilities and so it does not have a LIU
installed. The list of supported countries/regions that appears on the control-panel display are
in a localized format.
4. When the correct country/region appears, press MENU/ENTER, and then press 1 to confirm
the selection.
5. After both the language and the location settings are established, the product
automatically turns itself off and then on.
Soft reset
Before performing an NVRAM init, attempt a soft reset, which does not reset configuration
settings or cause loss of data.
To perform a soft reset
1. Press MENU/ENTER.
2. Simultaneously press then release the * button and the # button to enter the Developer's
menu.
3. Press the < or > button until the message REINIT FFS appears on the second line of the
control-panel display.
4. Press MENU/ENTER.
5. The process takes approximately 2.5 minutes. During that time, the control-panel display
will change several times before returning to Ready.
6. When the Ready message appears on the control-panel display, press CANCEL to exit the
Developer's menu.
NVRAM init
NVRAM init returns all stored parameters in NVRAM to factory default values or to a default
ROM value, depending on the variable, and performs a system reset.
Performing NVRAM init can cause the product to violate local telephone regulations. Reset the
language and country/region after performing NVRAM init.
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Service-mode functions
265
NVRAM init resets the following settings and information:
●
All menu settings are reset to factory default values, including fax header and company
name.
●
Factory settings such as formatter number, page counts, and factory paper settings are
reset.
●
All faxes in memory are erased.
●
All speed-dials, group-dials, and phone book entries are erased.
●
All localization settings, including language and country/region, are reset.
To perform NVRAM init
1. Turn off the product.
2. Press and hold down the * and MENU/ENTER buttons.
3. Continue to hold down the buttons while you turn on the product. Hold the buttons through
the entire power-on sequence.
4. When Permanent Storage Init. appears on the control-panel display, release the
buttons.
5. When the message Language appears on the control-panel display, set the correct
language and country/region.
6. Allow the product to return to Ready before using the product.
System settings for localized products
Note
The HP LaserJet 3020 does not have a LIU because it does not have fax capabilities. The list
of available country/regions includes all of the country/regions listed in Table 6-9. System
settings and Chile (default media size letter, default date format ddmmyy, and default time
format am/pm), North Africa (default media size A4, default date format ddmmyy, and default
time format 24 hour), Jordan (default media size A4, default date format ddmmyy, and default
time format am/pm), and Lebanon (default media size A4, default date format ddmmyy, and
default time format am/pm).
Two LIUs are available for the product. The list of available countries/regions that appears in
the Secondary service menu (in the Location submenu) varies according to the LIU that is
installed in the product. The default system settings vary for each country/region. The following
table lists the default system settings for each country/region. Be sure to reset any userdefined settings that differ from these settings.
Table 6-9. System settings
266
Country/region
LIU installed
Default media
size1
Date format
Time format
Argentina
USA
Letter
ddmmyy
am/pm
Australia
USA
A4
ddmmyy
am/pm
Austria
Europe
A4
ddmmyy
24 hour
Belgium
Europe
A4
ddmmyy
24 hour
Brazil
USA
A4
ddmmyy
24 hour
Chapter 6 Troubleshooting
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Table 6-9. System settings (continued)
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Country/region
LIU installed
Default media
size1
Date format
Time format
Bulgaria
Europe
A4
ddmmyy
24 hour
Canada
USA
Letter
ddmmyy
am/pm
China
USA
A4
yymmdd
24 hour
Croatia
Europe
A4
ddmmyy
24 hour
Czech Republic
Europe
A4
ddmmyy
24 hour
Denmark
Europe
A4
ddmmyy
24 hour
Finland
Europe
A4
ddmmyy
24 hour
France
Europe
A4
ddmmyy
24 hour
Germany
Europe
A4
ddmmyy
24 hour
Greece
Europe
A4
ddmmyy
am/pm
Hong Kong SAR
USA
A4
yymmdd
am/pm
Hungary
Europe
A4
yymmdd
24 hour
India
USA
A4
ddmmyy
24 hour
Indonesia
USA
A4
ddmmyy
24 hour
Ireland
Europe
A4
ddmmyy
24 hour
Israel
Europe
A4
ddmmyy
24 hour
Italy
Europe
A4
ddmmyy
24 hour
Korea
USA
A4
yymmdd
am/pm
Luxemburg
Europe
A4
ddmmyy
24 hour
Malaysia
USA
A4
ddmmyy
24 hour
Mexico
USA
Letter
ddmmyy
am/pm
Netherlands
Europe
A4
ddmmyy
24 hour
New Zealand
USA
A4
ddmmyy
am/pm
Norway
Europe
A4
ddmmyy
24 hour
Pakistan
USA
A4
ddmmyy
am/pm
Peru
USA
Letter
ddmmyy
am/pm
Philippines
USA
Letter
mmddyy
am/pm
Poland
Europe
A4
yymmdd
24 hour
Portugal
Europe
A4
ddmmyy
24 hour
Romania
Europe
A4
ddmmyy
24 hour
Russia
Europe
A4
ddmmyy
24 hour
Singapore
USA
A4
ddmmyy
am/pm
Service-mode functions
267
Table 6-9. System settings (continued)
Country/region
LIU installed
Default media
size1
Date format
Time format
Slovak Republic
Europe
A4
ddmmyy
24 hour
South Africa
Europe
A4
yymmdd
am/pm
Spain
Europe
A4
ddmmyy
24 hour
Sri Lanka
USA
A4
ddmmyy
24 hour
Sweden
Europe
A4
yymmdd
24 hour
Switzerland
Europe
A4
ddmmyy
24 hour
Taiwan
USA
A4
yymmdd
am/pm
Thailand
USA
A4
ddmmyy
24 hour
Turkey
Europe
A4
ddmmyy
24 hour
United Kingdom
Europe
A4
ddmmyy
24 hour
United States
USA
Letter
mmddyy
am/pm
Vietnam
USA
A4
ddmmyy
am/pm
1
The default media-size setting that is listed is the same for the printer input trays and the fax
glass-size setting.
Printer job language (PJL) software commands
Many PJL scripts are available for restoring parameters such as paper size and page counts
after the formatter has been replaced. For comprehensive instructions, see the Printer Job
Language Technical Manual and the Printer Job Language Technical Manual Addendum.
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Chapter 6 Troubleshooting
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Main wiring
Figure 6-19.
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Main wiring, HP LaserJet 3015 scanner assembly
Main wiring
269
Figure 6-20.
270
Main wiring, HP LaserJet 3020 and 3030 scanner assembly
Chapter 6 Troubleshooting
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Figure 6-21.
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Main wiring, HP LaserJet 3015, 3020,and 3030 product base
Main wiring
271
Component locations, HP LaserJet 3015 all-in-one
Figure 6-22.
Major components
1
2
272
Guide assembly
Frame assembly
Chapter 6 Troubleshooting
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Figure 6-23.
Main parts
1
2
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Pickup roller
Separation pad assembly
Component locations, HP LaserJet 3015 all-in-one
273
Figure 6-24.
Sensors and motors
1
2
3
4
274
Document sensor
Document-top sensor
Scanner-assembly motor
Contact image sensor
Chapter 6 Troubleshooting
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Figure 6-25.
PCBs
1
2
3
4
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Document-sensor PCB
Grounding-connector PCB
CIS filter PCB
Document-top sensor PCB
Component locations, HP LaserJet 3015 all-in-one
275
Component locations, HP LaserJet 3020 and 3030 all-in-one
Figure 6-26.
HP LaserJet 3020 and 3030 components
1
2
3
4
5
6
7
8
9
276
ADF motor cover (under the ADF lid)
ADF input tray
Flatbed scanner lid and ADF output bin
ADF solar lock (hinge locking clip)
Flatbed (with glass)
CCD scanner assembly
Scanner bed
Control-panel assembly
ADF assembly (includes the ADF lid, ADF pickup roller, and ADF separation pad assembly)
Chapter 6 Troubleshooting
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Component locations, HP LaserJet 3015, 3020 and 3030 printer
(product base)
Figure 6-27.
Major components
1
2
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Fuser assembly
Paper-pickup assembly
Component locations, HP LaserJet 3015, 3020 and 3030 printer (product base)
277
➅
➃
➂
➄
➆
➁
Figure 6-28.
Solenoid, sensors, switches, and motor
1
2
3
4
5
6
7
278
➀
Print-cartridge-door switch
Power switch/power supply
Paper-width sensor
Paper-delivery sensor
Top-of-page sensor
Solenoid
Motor
Chapter 6 Troubleshooting
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Figure 6-29.
PCBs
1
2
Engine controller unit (ECU)
Formatter
Note
For the HP LaserJet 3015 and 3030, the line interface unit (LIU) is attached to the formatter. The HP
LaserJet 3020 does not have fax capabilities, and does not use an LIU.
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Component locations, HP LaserJet 3015, 3020 and 3030 printer (product base)
279
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