HP LaserJet Product Update Newsletter

HP LaserJet Product Update Newsletter
HP LaserJet Product Update Newsletter
August
2008
Issue 38
Inside…
Summer is here, and so is the new Tech Web IV. Learn all about it in this edition of the
HP LaserJet Product Update Newsletter. You can check out the new site for yourself at:
http://intranet.hp.com/ipg/ww/twiv/Pages/Welcome.aspx
Our Technical Marketing Support team has submitted many informative articles and
troubleshooting tips that we hope you will find relevant and helpful.
Please keep sending your valuable comments and questions to ljnewsletter@hp.com.
Late-breaking support news.................................................................................. 3
New Tech Web IV............................................................................................................... 3
HP LaserJet printer updates................................................................................... 6
Printing PDF files from Adobe Acrobat 8.x causes 49.4co2 errors............................................. 6
PCL XL errors with Unidrv.dll-based drivers ............................................................................. 6
HP Monochrome LaserJet printer and AiO updates ................................................ 7
HP LaserJet P1000 and P1500 Printer series—Software release version 5.0 (20080418)............ 7
Installation instructions for the Full Feature Software and Driver.............................................. 7
Installation instructions for the Plug and Play Basic Driver ...................................................... 7
HP Monochrome LaserJet AiOs—Security features for fax data ............................................... 10
HP LaserJet 1160 and 1320 series printers and 3390/3392 AiOs......................................... 11
Developer roller banding ................................................................................................ 11
HP Color LaserJet printer updates........................................................................ 12
HP Color LaserJet 5550 series printer—Gear shaft color change on print cartridges.................. 12
HP Color LaserJet CP6015 Printer series—“Unable to store job at printer” errors ...................... 12
HP Color LaserJet printer and MFP updates.......................................................... 14
HP Color LaserJet 1600 and 2600 printers, 2605 series printer, CM1015/1017 MFP ............. 14
Burn mark on cartridge ................................................................................................... 14
HP Color LaserJet 4700 series printer, CP4005 Printer series, 4730mfp/CM4730 MFP series ... 14
Fuser jams and print quality defects .................................................................................. 14
HP Color LaserJet CP6015 Printer series and CM6030/CM6040 MFP series........................... 16
Stapler/Stacker bins move over paper in accumulator ........................................................ 16
Maximum memory configuration FAQs ............................................................................. 17
13.30 Paper jam ........................................................................................................... 17
Save and Restore FAQs .................................................................................................. 18
HP Color LaserJet CP6015 Printer series, 9500/9500mfp, and CM6030/CM6040 MFP series 19
Troubleshooting media waviness ...................................................................................... 19
HP Confidential
HP LaserJet MFP updates .................................................................................... 21
HP CM1312nfi—Fails to send fax when localized in some languages ..................................... 21
HP LaserJet M1522 and M2727nf MFP series—Control panel displays question marks on AP units
....................................................................................................................................... 21
HP LaserJet M5025/M5035 MFP series............................................................................... 22
Troubleshooting document feeder pick errors ..................................................................... 22
Troubleshooting 66.12.xx Stapler/Stacker errors ............................................................... 23
HP Color LaserJet CM6040 MFP—Slow printing ................................................................... 23
HP LaserJet 9050/9040mfp and HP LaserJet M9050/M9040 MFP—Comparison table ........... 24
Late-breaking support news
New Tech Web IV
Many of you have used Tech Web III (TWIII) in the past, and have noticed that it has all but
disappeared. Because of the customizations within TWIII, it was considered Shadow IT. We needed to
provide an IT-approved solution without any customizations. The end result is TWIV, based on a
SharePoint 2007 application with a Global File Share attached. The new TWIV address is below:
http://intranet.hp.com/ipg/ww/twiv/Pages/Welcome.aspx
TWIV is similar to TWIII, so getting around won’t be difficult. For your day-to-day searches, use the Site
Search link on the left side of the Techweb IV Home page. This search capability was not working on
TWIII, but is fully functional in TWIV.
Techweb IV Home page
TWIV offers working filter capabilities. As in the example below, search for the HP Color LaserJet
3800, 3600, and 3000 series printers. From the drop-down list under Documents, select a category.
Finding available documentation
Late-breaking support news
3
Using the screen capture on the previous page as a reference, click Training Material. The screen
capture below shows all available training material for the HP Color LaserJet 3800, 3600, and 3,000
series printers. Also note the links to the Product Manager and the SAW Product Home Page at the top
of the page.
Links to Training material, Product Manager, and SAW Product Page
The Subscription service is also available. To access the Subscription service, you must first sign in. The
Sign In link is at the bottom of the page. (See the screen shot below.) Then click the FAQs link on the
left side of the page.
Sign in to go to FAQs
Late-breaking support news
4
In the FAQs window, select Sign-Up for Alerts in TechWeb IV. Follow the step by step instructions to
sign up for the product class you want.
Notice that almost any “How to” information you may be looking for is described on the FAQs page.
If you have any additional questions about how to use the new TWIV, click the Feedback tab at the
bottom of the page to send your message. If you have any feedback for the product manager, simply
click his or her name on the Product Page, type in your concern, and send the message.
Sign up for alerts or give feedback
We hope you enjoy the new TWIV with its increased speed and new features to help you find your
solutions as fast as possible!
Late-breaking support news
5
HP LaserJet printer updates
Printing PDF files from
Adobe Acrobat 8.x causes
49.4co2 errors
When printing from Adobe® Acrobat® 8.x,
the printer generates 49.4co2 errors. This
occurs with some, but not all Adobe Acrobat
documents. Power cycling clears the printer
and enables the user to continue printing
although that particular document may never
print.
This is a potential issue for the following singlefunction HP LaserJet printers:
Product
Minimum version
Available
CLJ 3000
46.041.2
5/15/2008
CLJ 3800
46.040.2
5/15/2008
CLJ 4700
46.034.1
Now
CLJ 5550
07.012.0
6/15/2008
LJ P3005
02.040.2
5/15/2008
LJ 4x50
08.015.0
5/15/2008
LJ 9050
08.110.0
Now
Beta firmware is available as an interim
solution until the public release is available on
hp.com. Customer issues must be escalated in
order to receive the beta firmware.
This fix will be rolled into product firmware
downloadable from hp.com as products
release and scheduled firmware rolls occur.
HP LaserJet printer updates
HP LaserJet P4014n Printer
PCL XL errors with
Unidrv.dll-based drivers
PCL XL errors occur when printing multiple
copies of a multi-page document from
Microsoft® Office applications after installing
Microsoft .NET Framework 3.0 and/or the
Windows European Union Expansion Font
pack. These errors occur because of an issue
in the new Unidrv.dll (6.0.5824.16384) file
that installs when .NET Framework 3.0 is
installed.
A supported hotfix is now available from
Microsoft. Note that this hotfix does not
specifically mention PCL XL, but this fix does
resolve the PCL XL errors.
For Windows® XP® and Windows Server
2003, go to:
http://support.microsoft.com/kb/948046
For Windows Vista® and Windows Server
2008, go to:
http://support.microsoft.com/kb/948349
6
HP Monochrome LaserJet printer and AiO
updates
HP LaserJet P1000 and P1500 Printer series—Software
release version 5.0 (20080418)
In June 2008, new software CDs and drivers
were released on the web for all P1000 and
P1500 Printer series. Major fixes in this release
and installation instructions for the Full Feature
Software and Driver and Plug and Play Basic
Driver are provided below.
Major fixes
•
Intermittent print job gets stuck in the
spooler.
•
Subsequent jobs to a shared printer do not
print properly.
•
The wrong model information is shown
during the uninstall process.
Installation instructions for the Full
Feature Software and Driver
1. Double click the file downloaded from the
product webpage. This will extract all the
driver files into a directory on your hard
drive. The directory will be located at
C:\hp_LJ_P1005_P1500_Full_Solution.
2. Follow the on-screen instructions to
proceed with the installation.
HP LaserJet P1005 Printer
Installing the driver for a USB
connection
1. Close any software programs running on
your computer.
2. Double-click the downloaded file. WinZip
Self-Extractor will start. Click Unzip.
Note
After the installation is complete, the
downloaded .exe file and the extraction
folder can be deleted to free up hard disk
space.
Installation instructions for the Plug and
Play Basic Driver
Three installation procedures are provided in
the pages that follow. Click a link below to go
to those instructions.
Installing the driver for a USB connection.
Installing the driver for a network connection
(LJ P1505n).
Click Unzip
3. The InstallShield Wizard will start. Choose
to accept the terms in the license
agreement. Click Next to accept defaults.
4. EZInstall will start. Click Next to begin.
(Directions continued on the next page.)
Upgrading the driver for a USB connection or a
network connection.
HP Monochrome LaserJet printer and AiO updates
7
5. The Copying files window will appear.
Once the files are copied, the screen
below will appear. Click OK.
6. After clicking OK, the screen below will
appear. Click Cancel to cancel the Plug
and Play event.
Click OK
6. The screen below will appear. Connect the
USB cable and power on the printer now.
Click Cancel
7. The screen below appears due to
cancellation. However, at this point the
print driver will have been pre-loaded into
the PC. Click OK.
Connect devices now
7. A New printer detected screen will
appear. Please wait until the next screen
appears, confirming successful installation.
8. Print a test page to verify installation. If a
test page cannot be printed, try to restart
the PC.
Installing the driver for a network
connection (LJ P1505n)
1. Close any software programs running on
your computer.
2. Double-click the downloaded file. WinZip
Self-Extractor will start. Click Unzip.
3. The InstallShield Wizard will start. Choose
to accept the terms in the license
agreement. Click Next to accept defaults.
4. EZInstall will start. Click Next to begin.
Click OK
8. Plug in the network cable and power on
the printer.
9. After the printer obtains an IP address,
print the Network Configuration page and
find the IP. (On the printer’s control panel,
press the Go button.)
10. In the Printers and Faxes window, click
Add a printer. The Add Printer Wizard will
start. To continue, click Next.
11. In the Local or Network Printer window,
select Local printer attached to the
computer. Click Next.
(Directions continued on the next page.)
5. The Copying files window will appear.
Once the files are copied, the screen
below will appear. Click OK.
Click OK
HP Monochrome LaserJet printer and AiO updates
8
12. Create a new port: Standard TCP/IP Port.
Click Next.
Upgrading the driver for a USB
connection and a Network connection
1. Close any software programs running on
your computer.
2. Double-click the downloaded file. WinZip
Self-Extractor will start. Click Unzip.
3. The InstallShield Wizard will start. Choose
to accept the terms in the license
agreement. Click Next to accept defaults.
4. EZInstall will start. Click Next to begin.
Click Next
5. The Copying files window will appear.
Once the files are copied, the screen
below will appear. Click OK.
13. Enter the printer IP address found in step
nine and click Next.
Click OK
6. After clicking OK, the screen below will
appear. Press Cancel to cancel the Plug
and Play event.
Enter the printer IP address
14. From the Manufacturer list, chose HP. From
the Printers list find the pre-loaded driver
HP LaserJet P1505n Version: 1.0.5.0
[4/18/2008]. Then click Next.
Click Cancel
7. The screen below appears due to
cancellation. However, at this point the
print driver will have been pre-loaded into
the PC. Press OK.
Choose HP
15. Complete the rest of the process. Then
print a test page to verify the installation. If
a test page cannot be printed, try
restarting the computer.
HP Monochrome LaserJet printer and AiO updates
Click OK
(Directions continued on the next page.)
9
8. In Printers and Faxes, open the Properties
window of existing printer. Go to the
Advanced tab. Choose New Driver.
Choose New Driver
9. The Add Printer Wizard will start. Click
Next.
10. From the Manufacturer list, chose HP. From
the Printers list find the pre-loaded driver
HP LaserJet P1505 (or P1005/P1006/
P1007/P1008/P1505n) Version: 1.0.5.0
[4/18/2008]. Then click Next.
HP LaserJet 3390 AiO
HP Monochrome LaserJet
AiOs—Security features for
fax data
The HP Monochrome LaserJet All-in-One can
send and receive fax data over telephone lines
that conform to public switch telephone
network (PSTN) standards. The secure fax
protocols make it impossible for computer
viruses to be transferred from the telephone
line to a computer or network.
The following All-in-One features prevent virus
transmission:
Choose HP
11. Complete the rest of the process. Then
print a test page to verify the installation. If
a test page cannot be printed, try
restarting the computer.
HP Monochrome LaserJet printer and AiO updates
•
No direct connection exists between the
fax line and any devices that are
connected to the USB or Ethernet ports.
•
The internal firmware cannot be modified
through the fax connection.
•
All fax communications go through the fax
subsystem, which does not use Internet
data-exchange protocols.
10
HP LaserJet 1160 and 1320 series printers and 3390/3392
AiOs
Developer roller banding
Application of excessive lubricant to the
developer roller blade during the
manufacturing process has caused
contamination to some developer rollers. The
customer may see horizontal small bands
repeating every 42 mm on the right or left side
of the paper (see the examples below).
Changes were made in the manufacturing
process to address this, beginning with
cartridges with lot code 8B16. It is important to
note that not all pre-8B16 cartridges will have
this issue.
Replace cartridges under warranty with the
most recent lot code available.
HP LaserJet 1320 printer
Example of horizontal bands
Example of horizontal bands
HP Monochrome LaserJet printer and AiO updates
11
HP Color LaserJet printer updates
HP Color LaserJet 5550
series printer—Gear shaft
color change on print
cartridges
To further improve the manufacturing process,
the color of the print cartridge gear shaft is
changing from white to light blue. You will see
this color change on cartridges with a lot code
of 7G24 and later (see the photos below). This
change applies to HP print cartridges with the
following part numbers: C9730A, C9731A,
C9732A, and C9733A.
HP Color LaserJet 5550dtn
HP Color LaserJet CP6015
Printer series—“Unable to
store job at printer” errors
When printing multiple copies of a large or
complex multi-page document on the HP Color
LaserJet CP6015, only a single copy of the
document is printed, and a control panel
message reads, “Unable to Store Job.” The
print job is followed by a Job Storage Status
Page with the following information:
Old version. Lot codes 7G23 and earlier
Backrground
When the CP6015 drivers are autoconfigured, Mopier Mode is enabled. With this
setting, the driver will send one copy of the job
to be temporarily stored on the printer’s disk
(or RAM disk) and reused for the additional
copies. This error occurs when the job size
exceeds the available job storage capacity of
the printer.
(Continued on the next page.)
New version. Lot codes 7G24 and later
HP Color LaserJet printer updates
12
Unable to store job at printer—Solution
•
Install an EIO hard disk in the printer.
•
If adding an EIO disk is not possible,
disable Mopier Mode. This will allow
multiple copies to be processed by the
application and printed without storing the
job at the printer.
Disabling Mopier Mode
Use the following steps to disable Mopier
mode:
1. Click Start, then Printers and Faxes.
2. Right-click the HP Color LaserJet CP6015
printer and select Properties.
3. In the Properties window, select the Device
Settings tab and scroll to the bottom of the
window.
HP Color LaserJet CP6015xh Printer
4. Click Mopier Mode. From the drop-down
list, select Disabled, then click Apply.
Select the Device Settings tab
Disable Mopier Mode
HP Color LaserJet printer updates
13
HP Color LaserJet printer and MFP updates
HP Color LaserJet 1600 and
2600 printers, 2605 series
printer, CM1015/1017
MFP
Burn mark on cartridge
Customers will sometimes see a burn mark on
the cartridge. This burn mark may look similar
to a hole caused by refilling the cartridge, and
may cause confusion. See the photo below for
examples.
No burn mark
HP Color LaserJet 1600 printer
Burn mark
Cartridges with and without a burn mark
Molded parts are welded in the pink-colored
area (see the photo below). Burn marks are
usually made in the yellow-colored range.
Possible area of burn mark
Explain to the customer that the burn mark
occurs infrequently in the welding process on
the manufacturing line. Since the burn mark
will not affect normal use, a cartridge with a
burn mark will not be replaced according to
our warranty statement.
HP Color LaserJet 4700
series printer, CP4005
Printer series,
4730mfp/CM4730 MFP
series
Fuser jams and print quality defects
Customers may report an increase in 13.05
fuser jams (accordion or wrap jams) or a print
quality defect that appears as ghosting, poor
fusing, smudged print, or toner flaking off on
the front or the back of the page. This may be
caused by contamination build-up on the fuser
pressure roller. The contamination is a mixture
of toner and paper filler material. This issue
often occurs with media that contains poorly
bonded filler in high concentrations, such as
CaCO3 or talc.
Fuser jams and print quality defects—
Troubleshooting
Verify that the customer is using genuine HP
supplies.
Ask the customer to carefully remove the fuser
from the printer and set it on a stable surface
such as a table or desk.
(Continued on the next page.)
HP Color LaserJet printer and MFP updates
14
QUALITY=> AUTO CLEANING=> ON
CLEANING INTERVAL=> 500 (minimum
setting)
AUTO CLEANING SIZE=> A4 or Letter
(The A4 or Letter option is not available if
the customer does not have the latest
firmware.)
Use the green tab to open the fuser, being
careful not to touch any part inside the fuser as
the fuser is very hot.
Opening fuser (top view)
Inspect the fuser pressure roller for signs of
build-up. See the photos below for an example
of a normal fuser pressure roller without any
build-up, as well as two pressure rollers
exhibiting build-up.
Normal fuser pressure roller without build-up
•
Replace the fuser.
•
Ask the customer to use a higher quality
media - one designated as “designed for
laser printing.” These media types usually
have better bonding agents and more
carefully adjusted CaCO3 particle size.
Another clue for the customer - if you see
lots of “white dust” accumulating in your
HP LaserJet printer, it’s most likely due to
poorly bonded filler. Find another media
that doesn’t leave a lot of dust in the
printer. (As always, HP media is
recommended.)
Recovery method
An alternative to replacing the fuser may be
attempted if HP LaserJet Transparencies are
available and the customer is willing. This is
not guaranteed to be effective and may need
to be repeated several times.
1. Set Tray 1 type to Transparency.
2. Load Transparencies into Tray 1.
3. Remove all other media.
4. Print the Configuration Page.
Example 1: Fuser pressure roller with build-up
5. The Transparency should get stuck in the
fuser. The customer should open the Front
Covers and ETB, and immediately remove
the jammed Transparency by pulling it
downward.
6. Continue until the Configuration Page
prints successfully.
7. Inspect the fuser pressure roller for buildup. If any remains, replace the fuser.
Example 2: Fuser pressure roller with build-up
Solution
If build-up is observed
• Ensure that the customer is using Firmware
version 46.034.1 or later.
•
Set the customer’s printer to auto-clean
every 500 pages:
CONFIGURE DEVICE=> PRINT
HP Color LaserJet printer and MFP updates
Feedback needed
Please help us develop a quick countermeasure
by providing the product division with
feedback:
Tell us about the media the customer uses in
this printer, including brand of media, size,
type and weight. E-mail Deborah Hahn with
this information (deborah.hahn@hp.com).
15
HP Color LaserJet CP6015 Printer series and
CM6030/CM6040 MFP series
Stapler/Stacker bins move over paper in accumulator
When paper is being delivered to the
Stapler/Stacker, the bins move up and down,
resulting in paper jams, poorly stapled jobs,
poorly stacked jobs, jobs in the wrong bin,
and a single job sent to multiple bins.
This issue is occurring because the top bin is
not properly aligned with the Stapler/Stacker
frame. If the mounting arm for the top bin is not
parallel to the rails on the stacker, paper may
be caught between bins, as shown in the photo
below.
Solution
Follow the procedure below to realign the top
bin mounting arm.
1. Locate the screw at the back of the
mounting arm, shown in the two images
below.
Locate the screw (1)
Paper caught between bins
In the photo below, note that the mounting arm
is not parallel to the black rail.
Locate the screw (2)
2. Loosen the screw slightly, push the arm
down to seat it well and then tighten the
screw. Make sure the mounting arm is now
parallel to the rail.
Note
The mounting arm is not parallel
HP Color LaserJet printer and MFP updates
The design of the mounting arm is being
modified. This modification eliminates the
need for the screw. When it is available
in late 2008, it will permanently resolve
this issue.
16
HP Color LaserJet CP6015 Printer
series and CM6030/CM6040
MFP series
Maximum memory configuration FAQs
What is the maximum amount of memory the
product can recognize?
HP Color LaserJet CP6015 printers ship with
the maximum amount of recognizable memory
already installed: 512 MB. Any additional
memory installed on the formatter is not
addressable.
The HP Color LaserJet CM6040 and CM6030
MFP series ship with 512 MB memory
installed. One open DIMM slot is available on
the formatter, in which a 128 MB or 256 MB
DIMM (product numbers Q7557A and
Q7558A respectively) may be installed.
Therefore, the maximum addressable memory
is 768 MB.
How is additional memory used on the
HP Color LaserJet CM6040 MFP and CM6030
MFP series?
The additional 256 MB that may be installed
on an HP Color LaserJet CM6040 MFP or
CM6030 MFP is used differently than other
HP LaserJet models. The printer’s operating
system can use up to 512 MB, so when
additional memory is installed the portion of
memory used for the video control is
redirected. In this way, the operating system is
operating at maximum capacity and does not
have to allocate memory to the video
controller.
In what situations would installing additional
memory to a HP Color LaserJet CM6040 MFP
or CM6030 MFP be appropriate?
In most cases, the standard 512 MB is
sufficient. Additional memory may help with
processing in the following situations:
1. A third party application, such as a job
accounting program, is installed on the
MFP.
2. Multiple MFP functions, such as copying
and printing are often used simultaneously.
HP Color LaserJet CM6040 MFP with booklet
maker
13.30 Paper jam
Our customers may experience a 13.30 paper
jam when manually duplexing or printing with
pre-printed media (letterheads, for example).
This can happen because of a safety
mechanism in the printer that tests for multipage jams. If the paper sensor “senses” a
multi-page jam (or what it believes to be a
thickness of ~.4 mm or greater), it stops the
paper from progressing any further. This helps
prevent the fuser from being damaged.
Manually duplexed jobs are at risk as there is
already toner placed on one side of the paper.
The toner will be dense enough in some cases
(when the coverage is more than 46% gray
coverage) that the sensor will see the paper as
being “thicker” than it really is. Automatic
duplexing does not turn on the media sensor
when printing the second side, thus this does
not happen.
Pre-printed media is at risk for the same
reason—the pre-printed image may block the
media sensor, thus making it appear to be
thicker than it is.
Solution
Set the paper type on both the tray and the
driver to Letterhead to turn off the media
sensor.
3. Printing or copying highly complex,
compressed files requiring a large amount
of video controller memory.
HP Color LaserJet printer and MFP updates
17
HP Color LaserJet CP6015 Printer
series and CM6030/CM6040
MFP series
Save and Restore FAQs
What is it?
The Save and Restore feature is required for
the preservation of serial numbers, page count
information for per-page billing, backup of
critical engine values and warranty coverage.
It is also needed by customers for the simple
restoration of their customized printer
configuration.
Save and Restore is a process where NVRAM
settings are stored on both the formatter and
the DC Controller. NEVER replace the DC
Controller and Formatter at the same time, or
the printer’s specific values are lost and the
whole unit may need to be replaced.
How does it work?
The NVRAM Backup and Restore feature is
intended to provide automatic restoration of all
NVRAM based printer configuration data
when the printer’s formatter or DC Controller is
replaced. In the case of a formatter, this will be
done in such a way as to require little or no
intervention on the part of the person replacing
the part, making it possible to allow installation
by customers when the formatter is a CSR part.
This is also true for the service technician when
installing a new DC Controller (DCC).
Each time the printer boots there is a check to
see if a new formatter has been installed by
comparing the engine ID value stored in
formatter and DCC NVRAM. If the formatter is
in fact new, the NVRAM backup information
stored in DCC Backup NVRAM will be written
to NVRAM on the formatter. In the case where
the IDs do not match, the formatter NVRAM
will be saved to the DCC Backup NVRAM. No
event will be captured in the event log for the
case where the IDs do not match and the
formatter is not new.
HP Color LaserJet CM6030f MFP with 3-bin
Stapler/Stacker
How do you replace a Formatter
and/or DC Controller?
FIRST—VERY IMPORTANT! Print out a
configuration page. If the printer is not
printing, ask the customer for an old one you
can refer to.
Replacing the Formatter ONLY
1. Power OFF the printer.
2. Remove the old Formatter.
3. Replace with the new Formatter.
4. Power ON the printer.
The control panel should display that a
restore is occurring and to wait for the
printer to reinitialize. The restore will take
approximately 5 minutes before the printer
reinitializes. Once back to Ready it should
be ready to use. The total time will be
approximately 8 minutes.
5. Print a Configuration Page again and
verify against the original settings
6. Print an Event Log Page and verify that
“68.91B2 Formatter Restored” or
“68.92B2 Formatter Restored” is present.
Replacing the DC Controller ONLY
1. Power OFF the printer.
2. Remove the old DC Controller.
3. Replace with the new DC Controller.
4. Power ON the printer.
The control panel should display that a
restore is occurring. Wait for the printer to
reinitialize. This will take approximately 5
minutes. Once back to Ready it should be
HP Color LaserJet printer and MFP updates
18
ready to use. The total time will be
approximately 8 minutes.
5. Print a Configuration Page again and
verify against the original settings
6. Print an Event Log Page and verify that
“55.90C1 DCC Restored” is present in the
event log.
Note
It is crucial to precisely follow the steps below
when replacing both a formatter and DC
Controller on the same engine!
Replacing the Formatter and DC Controller
1. Power OFF the printer.
2. Remove the old Formatter.
3. Replace with the new Formatter.
4. Power ON the printer.
The control panel should display that a
restore is occurring. Wait for the printer to
reinitialize. This will take approximately 5
minutes. Once back to Ready it should be
ready to use. The total time will be
approximately 8 minutes.
5. Power OFF the printer.
6. Replace the DC Controller.
7. Power ON the printer.
The control panel should display that a
restore is occurring. Wait for the printer to
reinitialize. This will take approximately 5
minutes. Once back to Ready it should be
ready to use. The total time will be
approximately 8 minutes.
8. Print a Configuration Page again and
verify against the original settings.
9. Verify the printer series (i.e., 4250, 4350)
10. Print an event log page and verify that two
restore events occurred. The most recent
should be a DC Controller restore. The
second most recent should be a Formatter
restore.
HP Color LaserJet 9500mfp with 8-bin mailbox
HP Color LaserJet CP6015
Printer series,
9500/9500mfp, and
CM6030/CM6040 MFP
series
Troubleshooting media waviness
Media waviness occurs when toner is fused to
the paper. In order to insure uniform fusing
across the page-width the fuser roller diameter
is slightly larger at the center of the roller than
at the edges. This is referred to as roller crown.
Roller crown helps insure uniform pressure from
the center to the edges.
While the amount of crown is very small it
makes a very positive difference in the
consistency of fusing from the center to the
edges. The drawback is that there is a slight
speed variation from the center of the roller to
the edges which can result in waviness in some
media under some conditions.
The problem is seen most often with high gloss
media, which tends to have higher friction
between the coating and the fuser roller.
(Continued on the next page.)
If a problem still remains, please escalate
through the proper support channels.
HP Color LaserJet printer and MFP updates
19
Media waviness troubleshooting tips
Media modes
Verify that the media and media mode match.
Use the front control panel to set the weight
and type (glossy or plain) to match what is in
the Tray. The information is usually found on
the ream wrapper.
Certain media types may be very close to two
different mode types. Try both modes (i.e.,
gloss 2 and gloss 3) to determine which
performs best.
Media weight
Try media that is heavier or stiffer—generally
media of a heavier weight is stiffer. For
example, if using a 160 gsm media, try a 220
gsm. The heavier media has the added
advantage of a higher quality feel, but may
tend to cost a little more.
It is also possible to find media of the same
weight in the market with different stiffness. A
simple way to compare stiffness is to extend
the media over the edge of the table several
inches. The media that remains the straightest
is the stiffer media. Be sure to orient the media
on the table in the same orientation that it
travels through the printer.
Warm up the printer
Warm up the printer before printing with these
paper types. Printing from a cold start can
aggravate the problem due to temperature
differences from the center to the edge of the
roller. As with most equipment, the best
operation occurs when the equipment is at a
stable operating point.
In order to protect the environment, HP designs
the printer to enter sleep mode after a userselectable delay. Setting a longer time before
entering sleep mode may help with this issue
by reducing the amount of times the printer
starts from a cold start.
Also review the location of the printer in terms
of windows (heat) and air conditioning vents.
Proper location, operating temperatures and
environmental specifications are detailed in the
User Guide.
HP Color LaserJet printer and MFP updates
Example of wavy paper
Special print modes
HP Color LaserJet 9500 Printer series and HP
Color LaserJet 9500mfp
There are no special print modes to address
this issue at this time. As mentioned previously,
suggest that the customer try moving to a
slightly less aggressive gloss mode (i.e. from
Gloss 3 to Gloss 2).
HP Color LaserJet CP6015
In the case of the CP6015, an alternate
solution is to set the printer to “Gloss mode –
High” from the control panel (Configure Device
>Print Quality >Optimize >Gloss Mode). This
mode reduces the fuser temperature slightly for
all paper types printed on the machine.
Adjusting the gloss mode can be done by
specific paper type via the control panel also
(Configure Device >Print Quality >Optimize >
Adjust paper type >select the paper you are
working with (Example: HP Glossy 160g) –
Best Gloss Mode). Gloss level will be reduced
slightly but will still be within the limits of the
selected range. The printer may experience a
reduction in speed depending on the image
content being printed.
HP Color LaserJet CM6030/6040 MFP
In the case of the CM6030/6040 MFP, an
alternate solution is to set the printer to “Gloss
mode – High” from the control panel
(Configure Device >Print Quality >Optimize
>Gloss Mode). This mode reduces the fuser
temperature slightly for all paper types printed
on the machine.
20
HP LaserJet MFP updates
HP CM1312nfi—Fails to
send fax when localized in
some languages
An error in the firmware causes the
CM1312nfi to post a 49 error and power
cycle when sending a fax in the following
language localizations: Simplified Chinese,
Traditional Chinese, Thai, Korean, Russian,
Turkish and Czech.
The issue does not occur when the language
localization is set to English or any other
language not listed above.
The issue has been isolated to a firmware error
in the 20080305 firmware release. A
correction has been made to the firmware
code in revision 20080530. Updating the
customer firmware to 20080530 and newer
will correct this issue. Firmware updates are
found at hp.com for the CC431A product.
HP LaserJet M1522 and
M2727nf MFP series—
Control panel displays
question marks on AP units
The HP LaserJet M1522 MFP and M2727 MFP
displays question marks and periods if a
Western control panel and/or Asian Font PCA
is not installed or connected correctly.
Asian characters are only supported on the
Asian bundled units. To display the Asian
characters properly, you will need two
necessary components for the device—the
formatter PCA board/assembly and the Asian
control panel.
After the initial power up cycle, the printer will
come to a Ready state with question marks on
the top line of the LCD readout.
LCD readout in Ready state
Background
Asia Pacific M1522/M2727 MFP products
consist of an Asia Pacific bundle (CB532A)
with the PCA Asian control panel and the
formatter mounted PCA that stores the Asian
font sets.
Note
The M1522n MFP (CC372A-LJM1522n)
is not available in the AP region with
Asian character font support.
The AP region does have the option of
purchasing the M1522nf model (CB534A)
which will have the PCA Asian control panel
and formatter-mounted PCA that stores the
Asian fonts.
Workaround
The following steps can be used to isolate the
issue without replacing the entire unit:
1. Verify that the formatter mounted PCA
board/assembly is installed properly and
all connections are correct
2. Verify that a Western control panel is not
installed on an Asian model base unit.
Part numbers
CB532-60101 Western fax control panel
CB532-60102 Asian fax control panel
CB532-67904 PCA Asian Character Display
with spacer
LCD display panel shows question marks after
powering up product
HP LaserJet MFP updates
21
HP LaserJet M5025/M5035
MFP series
Troubleshooting when the flag is not broken
Troubleshooting document feeder pick
errors
Administration > Troubleshooting > Scanner
Tests > Sensors > Register/Deskew
Customers may complain of persistent pick
errors when using the automatic document
feeder (ADF). The Event log shows 30.01.03.
Open the ADF cover and examine the deskew
flag located to the left of the separation pad.
ADF deskew flag
We have had reports of the flag breaking
when clearing a jam. If the flag is broken or
missing, order the flag replacement kit (part
number Q7841-67901). The kit contains a
new, more durable flag, instructions for
replacing the flag, and an extra tension spring
in case the spring is lost or damaged.
A video detailing the flag replacement
procedure is available on the Services Media
Library at http://thesml.hp.com.
If the flag is broken, there is a possibility that
the customer has been using the flag to lift the
paper guide when clearing jams. Make sure
the customer understands that to clear jams
under the guide, lift with the green handles at
the front and rear of the guide.
If the flag is not broken, test the operation of
the registration sensor:
Manually actuating the sensor will cause the
box to turn dark. If actuating the flag does not
cause the box to turn dark, the sensor is most
likely defective and the ADF needs to be
replaced.
Troubleshooting if the sensor test passes
If the sensor test passes, try these
troubleshooting tips for pick errors:
•
Verify that the customer is properly loading
media, and the guides are not too tight.
•
Verify that the customer is not loading too
much media in the ADF. Pick errors may
occur if paper is forced under the guides.
•
Verify that the pickup and feed rollers are
not dirty or damaged. If dirty, clean with a
soft cloth moistened with water. If
damaged, the roller assembly may need to
be replaced. The separation pad assembly
contains both the pickup and separation
pads. These pads normally collect toner
and paper dust and may appear dirty, but
replace only if either of the pads is worn
or damaged.
A
B
Pickup roller assembly (A) and separation pad
assembly (B)
The pickup roller assembly and the separation
pad assembly cannot be ordered separately.
They are both contained in the ADF
Maintenance Kit which gets replaced every
60,000 pages through the ADF. Service part
number Q7842-67902. Customer purchase
part number Q7842A.
Use the green handle to lift the paper guide
HP LaserJet MFP updates
22
HP LaserJet M5025/M5035
MFP series
Troubleshooting 66.12.xx
Stapler/Stacker errors
The M5025/M5035 MFP Service Manual
does not provide sufficient information to
diagnose and repair errors which occur with
the Stapler/Stacker. We have provided this
information in the table below.
XX Error
Description
Assembly to
replace
Part number
01, 23,
40, 41
Communication
error
Control PCA
RM1-3828-040CN
02
Jogger motor
home position
error
Jog guide
assembly
RM1-3099-000CN
03, 35
Stapler motor
malfunction
Stapler assembly
RM1-3092-000CN
33
Lift motor home
position error
Alignment and
jogger assembly
RM1-3098-000CN
HP LaserJet M5025 MFP
HP Color LaserJet CM6040
MFP—Slow printing
You may see a slow-down in print or copy
speed when an output device is attached but
no stapling options are selected.
The HP Color LaserJet CM6040 MFP is rated
to print up to 40 pages per minute. If you have
an output device connected, but do not staple
or perform any output functionalities other than
the default settings, you may see your pages
per minute drop to as low as 20 ppm.
Solution
Upgrade your firmware to a date equal to or
greater than version 20080405 52.012.0.
HP LaserJet MFP updates
23
HP LaserJet 9050/9040mfp and HP LaserJet
M9050/M9040 MFP—Comparison table
Basic engine
HP LaserJet 9050/9040mfp
HP LaserJet M9050/M9040 MFP
Product number
Q3728A – 9050mfp
Q3726A – 9040mfp
CC395A – M9050 MFP
CC394A – M9040 MFP
Print speed
Up to 50 ppm (letter/A4) 9050mfp
Up to 40 ppm (letter/A4) 9040mfp
Up to 50 ppm (letter/A4) M9050 MFP
Up to 40 ppm (letter/A4) M9040 MFP
Processor
533 MHz
533 MHz
1 Watt Off mode
Not compliant
Scheduled to be compliant as of August,
2008
Formatter
Internal hard drive
Parallel ATA
Serial ATA
Jetdirect print server
Internal 10, 100 BaseT: standard
Internal 10, 100, 1000 BaseT: standard
EIO slots
1 open EIO slot
1 open EIO slot
Memory
2 DIMM slots, 1 slot free
128 MB DIMM installed
512 MB maximum
100-pin DIMM, 32 bit bus
2 DIMM slots, 0 slots free
384 MB installed (256 MB DIMM and
128 MB DIMM)
512 MB maximum
100-pin DIMM, 32 bit bus
Compact flash languages and solutions
Compact flash languages and solutions
Languages
Parallel connection
“C” type
NA
USP 2.0 ports
NA
1 external, device, type B
1 external, host, type A
2 internal, host, type A
FIH connection
1 for attaching third-party copy-control
solutions
1 for attaching third-party copy-control
solutions
Analog Fax Accessory
300
Optional. Part number: Q3701A
Optional. Part number: Q3701A
Control panel
Control panel button
changes
No Menu button
No Status button
Control panel UI
HP Easy Select control panel
(Windjammer 2.1)
Paper handling
Output options
HP LaserJet MFP updates
8-bin Mailbox (Q5693A)
3,000-sheet Stacker (C8084A)
3,000-sheet Stapler/Stacker (C8085A)
Multifunction Finisher (C8088B)
8-bin Mailbox (Q5693A)
3,000-sheet Stacker (C8084A)
3,000-sheet Stapler/Stacker (C8085A)
Multifunction Finisher (C8088B)
Single Output Bin (option with restricted
ordering conditions)
New paper handling model to
accommodate old “custom/standard”
paper switch
24
Service and Support Tools
HP LaserJet 9050/9040mfp
Diagnostics
HP LaserJet M9050/M9040 MFP
User-executable service test
Print/Stop test
Third-Party Solutions
After-market solution
availability
Ability to support 22 third-party solutions
Ability to support 22 third-party solutions
Scan Setup Wizard
Send-to-Folder only configurable through
EWS and requires two steps
New software wizard that configures
device and PC in one step
HPDIU (Easy Installer)
HPDIU (Easy Installer)
HPDIU (Easy Installer)
Part name
HP LaserJet 9050/9040mfp
HP LaserJet M9050/M9040 MFP
Firmware, Compact flash,
32 MB
Q2635-67912
NA
Firmware, Compact flash,
128 MB
NA
CC501-67913
Control Panel
5851-1838
CC395-60102
Formatter Assembly
C8519-67901 or
C8519-69001
CC395-67902
Control Panel Overlays
Q3726-601xx
CC395-601xx
Internal Hard Disk
J6073-61051
0950-4653
Internal Hard Disk Power
Cable
5851-1828
5851-3156
Control Panel
5851-1838
CC395-60102
Software
HP LaserJet MFP updates
25
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registered trademarks of Microsoft Corporation. Windows Vista is either a registered trademark or trademark of
Microsoft Corporation in the United States and/or other countries.
© Copyright 2008 Hewlett-Packard Development Company, L.P. The information contained herein is subject to
change without notice. The only warranties for HP products and services are set forth in the express warranty
statements accompanying such products and services. Nothing herein should be construed as constituting an
additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.
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