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 firstname.lastname@example.org. 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: 22.214.171.124 [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: 126.96.36.199 [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 (email@example.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 Adobe and Acrobat are trademarks of Adobe Systems Incorporated. Microsoft, Windows, and Windows XP are U.S. 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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