Troubleshooting. HP 3600, 3600 n, CP3505 dtn, 3000, 3000 dtn, 3600 dn, 3600 dtn, 3800 n, 3800 dn, 3800 dtn
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6 Troubleshooting
To use the information in this chapter, you should have a basic understanding of the HP LaserJet printing process. Explanations of each mechanical assembly, the printer systems, and the basic theory of
processes unless you understand the function of each printer component.
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Repetitive-defects troubleshooting
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ENWW 169
Troubleshooting process
When the printer malfunctions or encounters an unexpected situation, the printer control panel alerts you to the situation. This chapter also contains information to help diagnose and solve problems.
●
Use the pre-troubleshooting checklist to evaluate the source of the problem and to reduce the number of steps that are required to fix the problem.
● Use the troubleshooting flowchart to pinpoint the root cause of hardware malfunctions. The flowchart guides you to the section of this chapter that contains steps for correcting the malfunction.
Before beginning any troubleshooting procedure, check the following issues:
● Are supply items within their rated life?
●
Does the configuration page reveal any configuration errors?
NOTE:
The customer is responsible for checking supplies and for using supplies that are in good condition.
Pre-troubleshooting checklist
The following table includes basic questions to ask the customer to quickly help define the problem(s).
General topic
Environment
Media
Input trays
Print cartridges
Transfer unit and fuser
Covers
Questions
● Is the printer installed on a solid, level surface (+/- 1°)?
●
Is the power-supply voltage within ± 10 volts of the specified power source?
● Is the power-supply plug inserted in the printer and the outlet?
●
Is the operating environment within the specified parameters that are listed in chapter 1?
● Is the printer exposed to ammonia gas, such as that produced by diazo copiers or office cleaning materials?
●
Is the printer exposed to direct sunlight?
●
Does the customer use only supported media?
● Is the media in good condition (no curls, folds, or distortion)?
●
Is the media stored correctly and within environmental limits?
● Is the amount of media in the tray within specifications?
●
Is the media correctly placed in the tray?
● Are the paper guides aligned with the stack?
●
Is the cassette installed in the printer correctly?
●
Is each print cartridge installed correctly?
● Are the transfer unit and fuser installed correctly?
● Is the front cover closed?
170 Chapter 6 Troubleshooting ENWW
General topic
Condensation
Miscellaneous
Questions
●
Does condensation occur following a temperature change (particularly in winter following cold storage)? If so, wipe affected parts dry or leave the printer on for
10 to 20 minutes.
●
Was a print cartridge opened soon after being moved from a cold to a warm room? If so, allow the print cartridge to sit at room temperature for 1 to 2 hours.
● Check for and remove any non-HP components (print cartridges, memory modules, and EIO cards) from the printer.
●
If the hardware or software configuration has not changed or the problem is not associated with any specific software, contact the Customer Care Center (see chapter 1).
● Remove the printer from the network and ensure that the failure is associated with the printer before beginning troubleshooting.
●
For any print-quality issues, calibrate the printer.
ENWW Troubleshooting process 171
Troubleshooting flowchart
This flowchart highlights the general processes that you can follow to isolate and solve printer hardware problems quickly.
Each row depicts a major troubleshooting step. A “yes” answer to a question allows you to proceed to the next major step. A “no” answer indicates that additional testing is needed. Proceed to the appropriate section in this chapter, and follow the instructions there. After completing the instructions, proceed to the next major step in this troubleshooting flowchart.
Table 6-1 Troubleshooting flowchart
1
Power on
Is the printer on and does a readable message appear?
Follow the power-on troubleshooting checks.
After the control-panel display is functional, go to step 2.
Yes
No
2
Control-panel messages
3
Event log
4
Information pages
Does the message Ready appear on the control-panel display?
Yes
No
If an error message appears, see
.
After the errors have been corrected, go to step 3.
Open the DIAGNOSTICS menu and print an event log to see the history of errors with this printer.
If the event log does not print, see
Control-panel messages on page 174
.
If the paper jams inside the printer, see Jams on page 198
.
Does the event log print?
Yes
No
If error messages appear on the control-panel display when you try to print an event log, see
Control-panel messages on page 174 .
After successfully printing and evaluating the event log, go to step 4.
Open the INFORMATION menu and print the configuration pages to verify that all of the accessories are installed.
If accessories that are installed are not listed on the configuration page, remove the accessory and reinstall it.
After evaluating the configuration pages, go to step 5.
Are all of the accessories installed?
5
Image quality
6
Interface
Yes
No
Does the print quality meet the customer's requirements?
Yes
No
Compare the images with the sample defects in the image-defect tables.
After the print quality is acceptable, go to step 6.
Can the customer print successfully from the host computer?
Verify that all I/O cables are connected correctly and that a valid IP address is listed on the Jetdirect configuration page.
Yes. This is the end of the troubleshooting process.
No
When the customer can print from the host computer, the troubleshooting process ends.
Power-on checks
When you turn on the printer, if it does not make any sound or if the control-panel display is blank, check the following items:
1.
Verify that the printer is plugged directly into an active electrical outlet that has the correct voltage and not plugged into a surge protector or power strip.
2.
Verify that the on/off switch is in the on position.
172 Chapter 6 Troubleshooting ENWW
3.
Make sure that the fan is running, which indicates that the system is operational.
4.
Verify that the firmware DIMM and the formatter are seated and operating correctly.
5.
Remove any HP Jetdirect or other devices, then try to turn the printer on again.
6.
Make sure that the control-panel display is connected.
7.
Run an engine test page to verify that the printer is functioning. Use a small pointed object to depress the test-page switch on the back of the printer.
8.
Check the two fuses on the power supply.
9.
If necessary, replace the power supply.
10.
If necessary, replace the DC controller.
ENWW Troubleshooting process 173
Control-panel messages
Control-panel message
10.32.00 UNAUTHORIZED SUPPLY
Unauthorized supply in use
alternates with
For help press
10.92.YY CARTRIDGES NOT ENGAGED
Description Recommended action
A new, non-HP supply has been installed.
This message appears until an HP supply is installed or you press .
If you believe that you purchased an
HP supply, go to www.hp.com/go/ anticounterfeit .
Service or repairs that are required as a result of using non-HP supplies are not covered under HP warranty.
The print cartridges are not engaged correctly.
YY Description:
00 Black
01 Cyan
02 Magenta
03 Yellow
To continue printing, press . The first pending print job will be cancelled.
1.
Open and then close the front door.
2.
Make sure all the print cartridges are seated correctly.
3.
Turn the printer off and then on.
4.
Inspect each cartridge lock-lever (on the right side). Open the front door and remove all cartridges and the ETB. Then use the ETB holder on the right side to move the lock-levers up and down.
Replace the cartridge lock if it is broken.
5.
Inspect the right side cam. This piece controls the movement of the cartridge engagement arm, the cartridge shutters, and the OPC drive. You can inspect this piece without taking off the covers by wiggling the white rod arm on the right side of the ETB. If it moves easily, the part is broken and should be replaced.
6.
Inspect the ribbon cables. Folded or damaged ribbon cables can cause a short that generates an error.
7.
Inspect the cartridge guide rails to see if any are damaged.
8.
Upgrade the DC controller firmware.
9.
Clean the contacts on the memorycontroller PCA.
10.
Verify that contact is being made with the E-label PCA on the print cartridge.
Replace the print cartridge if the E-label
PCA is missing.
11.
On the DC controller, make sure that connectors J1022 and J1023 are seated correctly. On the driver PCA, make sure that connectors J201 and J401 are seated correctly.
12.
Check the gears on the print-cartridge drive motors. Replace defective motors.
174 Chapter 6 Troubleshooting ENWW
Control-panel message
10.94.YY REMOVE SHIPPING LOCKS
FROM ALL CARTRIDGES
10.XX.YY SUPPLY MEMORY ERROR
For help press
11.XX INTERNAL CLOCK ERROR
alternates with
To continue press
13.01.00 JAM IN TRAY 1
alternates with
Clear jam then press
Description Recommended action
If all the shipping locks have been removed, the problem might be with the connectors on the DC controller.
1.
Remove all the print cartridges and check for orange shipping locks at each end of each cartridge. Remove any that remain.
2.
Reinstall the print cartridges.
3.
On the DC controller, make sure that connector J1020 is seated correctly
03 Yellow
4.
Replace the DC controller.
The printer cannot read or write to at least one print cartridge memory tag, or at least one memory tag is missing.
1.
Open the front door.
2.
Remove the print cartridges, and then reinstall them.
XX Description:
3.
Close the front door.
00 e-label memory error
4.
Turn the printer off and then on.
YY Description:
00 Black
5.
Clean the memory controller PCB contacts to the memory tag if they are dirty.
01 Cyan
02 Magenta
6.
Replace the memory controller PCB if necessary.
7.
Replace the DC controller PCB if necessary.
The printer's internal clock is not working correctly. Printing can continue, but you are prompted to set the date and time each time you turn the printer on.
Turn the printer off and then on.
If the error persists, replace the formatter.
XX Description:
01 Dead clock battery
02 Dead real-time clock
A page is jammed in the multipurpose tray.
The printer attempted to feed paper from tray
1 (MP tray), but the leading edge did not get to the top-of-page sensor in time.
1.
Verify that tray 2 is fully inserted into the engine. A portion of the tray 1 paper path dips into tray 2.
2.
For media greater than 120 g/m 2 , verify that the media-type settings in the control panel and driver are set to
Cardstock. This enables the special mode that applies additional force for feeding heavier media. This printer is not capable of handling media heavier than 176 g/m 2 .
3.
If media is not loaded in tray 1 but an error is displayed, check the MP tray paper-present sensor by pressing the sensor and releasing it. If it springs back, it is operating properly; if it does not spring back, check the spring for the sensor.
ENWW Control-panel messages 175
Control-panel message
13.01.00 JAM IN TRAY 2
alternates with
Clear jam then press
13.01.00 JAM IN TRAY 3
alternates with
Clear jam then press
13.05.00 JAM INSIDE FRONT DOOR
alternates with
For help press
Description Recommended action
4.
Check the registration flap for proper orientation; it should pivot freely to allow paper to feed from tray 2 or tray 1/3.
5.
Inspect ribbing (where accessible). If it is damaged, replace it.
A page is jammed in tray 2. The printer attempted to feed paper from tray 2 (main cassette), but the leading edge did not get to the top-of-page sensor in time.
1.
Check the registration flap for proper orientation; it should pivot freely to allow paper to feed from tray 2 or tray 1/3.
2.
Check the T2 pick roller lock mechanism.
3.
If using OHT, Label, or 120 g/m 2 media, follow restricted loading procedures
(only 50 sheets of OHT/Label media or
100 sheets of 120 g/m 2 media may be loaded at one time). The lift plate springs are not stiff enough to handle greater quantities.
4.
Verify that the media basis weight does not exceed 120 g/m 2 . If it does, run media from tray 1.
5.
Inspect the paper-length adjustment guide and verify that it is set correctly.
6.
Inspect the tray 2 paper-present sensor to make sure it is not stuck in the up position. Rotate the sensor upward and release; if it drops without hesitation, it is operating properly.
A page is jammed in the multipurpose tray or tray 3. The printer attempted to feed paper from tray 3 (optional tray), but the leading edge did not get to the top-of-page sensor in time.
1.
Verify that tray 2 is fully inserted into the engine. A portion of the tray 3 paper path is in tray 2.
2.
Verify that the pick roller is installed correctly.
3.
If using OHT, Label, or 120 g/m 2 media, follow restricted loading procedures
(only 100 sheets of OHT/Label media or
200 sheets of 120 g/m 2 media may be loaded at one time). The lift plate springs are not stiff enough to handle greater quantities.
4.
Inspect the tray 3 paper-present sensor to make sure it is not stuck in the up position. Rotate the sensor upward and release; if it drops without hesitation, it is operating properly.
A jam has occurred inside the front door. The printer fed a sheet of paper from one of the trays and the paper made it to the top-of-page sensor in time. However, the paper did not subsequently reach the fuser paper-delivery sensor in time.
1.
Inspect the PIU for damage. This is a delay jam; although the paper stopped in the fuser, the root cause is more likely a paper feed/pickup issue.
2.
Inspect the fuser for pressure-roll cover damage.
176 Chapter 6 Troubleshooting ENWW
Control-panel message Description Recommended action
13.06.00 FUSER JAM INSIDE TOP COVER
alternates with
For help press
A jam has occurred in the fuser. The printer fed a sheet of paper from one of the trays and it made it to the top-of-page sensor in time.
However, the paper did not reach the fuser paper-delivery sensor in time.
1.
Look for media in the fuser.
2.
Remove curled sheets in the output bin.
Curled sheets can cause jams, especially if using light media (less than
75 g/m 2 ).
3.
For duplex engines, inspect the duplex diverter for proper orientation. If the duplex diverter is stuck in the down position, inspect the torsion spring on the left side of the diverter. It the diverter is operating sluggishly, replace it.
13.10.00 JAM INSIDE TOP COVER
alternates with
For help press
13.12.00 DUPLEX PATH JAM FRONT
DOOR
alternates with
4.
Inspect the fuser for pressure-roll-cover damage.
A page is jammed underneath the top cover.
The printer fed a sheet of paper from one of the trays and the paper made it to the duplex switchback sensor in time. However, the paper remained there too long.
Open the top cover and remove any jammed media. Inspect the duplex switchback sensor for proper operation. Push the sensor flag and release it; it should spring back.
A jam has occurred in the duplex output area inside the front door.
Open the front door and clear the jam.
For help press
13.20.00 FUSER JAM INSIDE TOP COVER
alternates with
During a checking-printer cycle, the printer detected the presence of paper at the fuser paper-delivery sensor.
1.
Remove the fuser and look for media.
2.
Inspect the fuser paper-delivery sensor for proper orientation.
For help press
13.20.00 FUSER JAM INSIDE TOP COVER
alternates with
During a checking-printer cycle, the printer detected the presence of paper at the duplex switchback sensor.
1.
Open the top cover and look for the presence of media in the duplex paper path.
For help press
13.20.00 JAM INSIDE FRONT DOOR
2.
Inspect the sensor for proper orientation.
During a checking-printer cycle, the printer detected the presence of paper at the paperloop sensor.
1.
Open the front door and look for media.
2.
Inspect the paper-loop sensor for proper orientation.
3.
If no paper is present, the root cause is more likely a PIU issue. Inspect the PIU registration shutter for proper operation.
13.20.00 PAPER PATH JAM FRONT DOOR
alternates with
For help press
A page is jammed in the paper path. During a checking-printer cycle, the printer detected the presence of paper at either the top-ofpage sensor or the MP-tray-media-position sensor.
1.
Inspect the T2 pick-roller left-cam retention claw.
2.
Inspect the TOP sensor for proper orientation.
ENWW Control-panel messages 177
Control-panel message Description Recommended action
3.
Inspect the MP-tray-media-position sensor for proper orientation (HP CLJ
3600/3800/CP3505 only).
20 INSUFFICIENT MEMORY
alternates with
For help press
4.
If no paper is present, the root cause is more likely a PIU issue. Inspect the PIU registration shutter for proper operation.
The printer has received more data from the computer than fits in available memory.
1.
Press to continue printing.
NOTE:
Data will be lost.
2.
Reduce the complexity of the print job to avoid this error.
To continue press
3.
Adding memory to the printer might accommodate printing of more complex pages.
22 EIO X BUFFER OVERFLOW
alternates with
22 PARALLEL I/O BUFFER OVERFLOW
alternates with
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers with an EIO device only
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only
The printer parallel buffer has overflowed during a busy state.
Press
NOTE:
Data will be lost.
To continue press The printer EIO card in slot X has overflowed its I/O buffer during a busy state.
22 EMBEDDED I/O BUFFER OVERFLOW
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only
Press to continue printing.
NOTE:
Data will be lost.
The embedded HP Jetdirect print server buffer has overflowed during a busy state.
Press
NOTE:
to continue printing.
to continue printing.
Data will be lost.
To continue press
22 SERIAL I/O BUFFER OVERFLOW
alternates with
To continue press
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers with an EIO device only
The printer serial buffer has overflowed during a busy state.
Press
NOTE:
to continue printing.
Data will be lost.
22 USB I/O BUFFER OVERFLOW
alternates with
The printer USB buffer has overflowed during a busy state.
Press to continue printing.
NOTE:
Data will be lost.
To continue press
40 BAD SERIAL TRANSMISSION
alternates with
To continue press
40 EIO X BAD TRANSMISSION
alternates with
To continue press
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only.
A serial data error (parity, framing, or line overrun) occurred while the printer was receiving data.
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers with an EIO device only
The connection with the card in the EIO slot has broken.
Press to continue printing.
NOTE:
Data will be lost.
Press to continue printing.
NOTE:
Data will be lost.
178 Chapter 6 Troubleshooting ENWW
Control-panel message
40 EMBEDDED I/O BAD TRANSMISSION
alternates with
To continue press
41.3 UNEXPECTED SIZE IN TRAY X
alternates with
LOAD TRAY X <TYPE> <SIZE>
41.5 UNEXPECTED TYPE IN TRAY X
alternates with
LOAD TRAY X <TYPE> <SIZE>
41.X ERROR
alternates with
To continue press
49.XXXXX ERROR
alternates with
To continue turn off then on
Description
The connection with the HP Jetdirect embedded print server has broken.
Recommended action
Press to continue printing.
Media is loaded that is longer or shorter in the feed direction than the size configured for the tray.
1.
Press to print from a different tray.
2.
To print from the current tray, load the tray with the size and type indicated.
The printer senses a different media type from what is configured in the tray.
Ensure that all trays are configured correctly before printing again.
1.
Press to print from a different tray.
2.
To print from the current tray, load the tray with the size and type indicated.
3.
If the paper pickup has been replaced, perform a media-sensor calibration (see the instructions at the end of the
Pickupand-feed assembly on page 111
section).
A printer error has occurred.
X Description:
2 Beam-detected misprint error
A critical firmware error has occurred.
Ensure that all trays are configured correctly before printing again.
1.
Press to continue or press for more information.
2.
If the message persists after exiting the help, turn the printer off and then on.
1.
Turn the printer off and then on.
2.
Try printing a job from a different program. If the job prints, try printing a different file from the original program. If the message appears only with a certain program or print job, contact the software vendor for assistance.
3.
If the message persists with different programs and print jobs, disconnect all of the printer cables that connect to the network or the computer.
4.
Turn the printer off.
5.
Remove all memory DIMMs or thirdparty DIMMs from the printer. (Do not remove the firmware DIMM in the lower slot J1).
6.
Remove the printer EIO card.
7.
Turn the printer on.
8.
If the error does not persist, install each
DIMM and EIO device one at a time.
Turn the printer off and then on again after installing each device.
ENWW Control-panel messages 179
Control-panel message
50.X FUSER ERROR
For help press
180 Chapter 6 Troubleshooting
Description Recommended action
9.
Replace DIMMs and EIO devices as necessary.
10.
Reconnect all of the printer cables.
11.
If the error persists, replace the firmware
DIMM.
A fuser error has occurred.
X Description:
12.
Replace the formatter and calibrate the printer.
WARNING!
The fuser is hot. Turn the printer off an allow it to cool for approximately
10 minutes before removing the fuser.
1 Low fuser temperature
50.1 Error:
2 Fuser-warmup service
1.
Verify the fuser is installed correctly and fully seated.
3 High fuser temperature
4 Faulty fuser
7 Fuser pressure release mechanism failure
2.
Check that connector J6007 on the fuser is seated correctly. Replace the connector as necessary.
3.
Turn off the printer.
8 Low fuser temperature (subthermistor)
4.
Remove the fuser.
9 High fuser temperature (subthermistor)
5.
If there is no conduction in the main thermistor, measure the resistance between fuser connectors J6007LA-1 and J6007LA-3. If the resistance is not
100 kohms to 3 Mohms, replace the fuser.
6.
If there is no conduction in the fuser heater, measure the resistance between fuser connectors J6007LAF-1 and J6007-2. If the resistance is not
5 ohms to 1 kohms (100 to 127 V) or 20 ohms to 1 kohms (220 to 240 V), replace the fuser.
7.
Upgrade the DC controller firmware.
8.
Replace the DC controller PCA.
50.2 Error:
1.
Verify the fuser is installed correctly and fully seated.
2.
Check that connector J6007 on the fuser is seated correctly. Replace the connector as necessary.
3.
Turn off the printer.
4.
Remove the fuser.
5.
If there is no conduction in the subthermistor, measure the resistance between fuser connectors J6007LA-2 and J6007LA-3. If the resistance is not
ENWW
Control-panel message Description
ENWW
Recommended action
100 kohms to 3 Mohms, replace the fuser.
6.
If there is no conduction in the fuser heater, measure the resistance between fuser connectors J6007LAF-1 and J6007-2. If the resistance is not
5 ohms to 1 kohms (100 to 127 V) or 20 ohms to 1 kohms (220 to 240 V), replace the fuser.
7.
Replace the DC controller PCA.
50.3 Error:
1.
Verify the fuser is installed correctly and fully seated.
2.
Check that connector J6007 on the fuser is seated correctly. Replace the connector as necessary.
3.
Turn off the printer.
4.
Remove the fuser.
5.
Measure the resistance between fuser connectors J6007LA-1 and J6007LA-3.
If the resistance is not 100 kohms to
3 Mohms, replace the fuser.
6.
Upgrade the DC controller firmware.
7.
Replace the DC controller PCA.
50.4 Error:
1.
Improve the power supply if the power supply frequency is not 40 to 70 Hz.
2.
Verify that the proper fuser mode is set
(especially for envelope printing).
3.
Replace the low-voltage power-supply
PCA.
4.
Replace the DC controller PCA.
50.7 Error:
1.
Verify the fuser is installed correctly and fully seated.
2.
Check that fuser connector J705, fuser motor connector J5008, and driver PCA connector J213 are seated correctly.
3.
Replace the fuser drive assembly.
4.
Replace the DC controller PCA.
Control-panel messages 181
Control-panel message Description
51.XY ERROR
alternates with
To continue turn off then on
182 Chapter 6 Troubleshooting
A printer error has occurred.
X Description:
2 laser
Y Description:
0 Black
1 Cyan
2 Yellow
Recommended action
50.8 Error:
1.
Verify the fuser is installed correctly and fully seated.
2.
Check that connector J6007 on the fuser is seated correctly. Replace the connector as necessary.
3.
Turn off the printer.
4.
Remove the fuser.
5.
If there is no conduction in the subthermistor, measure the resistance between fuser connectors J6007LA-1 and J6007LA-3. If the resistance is not
100 kohms to 3 Mohms, replace the fuser.
6.
If there is no conduction in the fuser heater, measure the resistance between fuser connectors J6007LAF-1 and J6007-2. If the resistance is not
5 ohms to 1 kohms (100 to 127 V) or 20 ohms to 1 kohms (220 to 240 V), replace the fuser.
7.
Upgrade the DC controller firmware.
8.
Replace the DC controller PCA.
50.9 Error:
1.
Verify the fuser is installed correctly and fully seated.
2.
Check that connector J6007 on the fuser is seated correctly. Replace the connector as necessary.
3.
Turn off the printer.
4.
Remove the fuser.
5.
Measure the resistance between fuser connectors J6007LA-2 and J6007LA-3.
If the resistance is not 100 kohms to
3 Mohms, replace the fuser.
6.
Replace the DC controller PCA.
1.
Press to continue.
2.
If the message persists, turn the printer off and then on.
3.
Reseat DC controller connectors J1010,
J1012, and J1021.
4.
Replace the flat cable.
5.
Replace the DC controller PCB as necessary.
ENWW
Control-panel message
53.10.01 ERROR UNSUPPORTED RAM
53.XY.ZZ
alternates with
CHECK RAM DIMM SLOT
54.XX ERROR
55.XX.YY DC CONTROLLER ERROR
alternates with
To continue turn off then on
57.XX PRINTER ERROR
alternates with
To continue turn off then on
59.30 ERROR
59.40 ERROR
Description Recommended action
3 Magenta
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only
The memory DIMM is not a supported DIMM.
Install a supported DIMM.
For the HP Color LaserJet 3600 Series printer only
1.
Turn the printer off and then on.
A printer error has occurred.
2.
If the message persists, replace the
DIMM.
An error has occurred with one of the tonerlevel sensors.
XX Description:
3.
Replace the formatter.
1.
Make sure that connector J1020 on the
DC controller is seated correctly.
2.
Replace the DC controller.
15 Yellow
16 Magenta
17 Cyan
18 Black
A communication error between the DC controller and the formatter has occurred.
A printer fan error has occurred.
XX Description:
04 Main fan
06 Duplex fan
1.
Turn the printer off.
2.
Reconnect the connector between the
DC controller and the formatter.
3.
Verify that the formatter is seated correctly.
4.
Replace the formatter.
57.04 Error:
1.
Check that connector J1008 on the DC controller is seated correctly.
2.
Replace the fan.
3.
Replace the DC controller.
57.06 Error:
1.
Check that connectors J802, J823, and
J850 on the duplex-driver PCA are seated correctly.
2.
Replace the fan.
3.
Replace the duplex-driver PCA.
An error occurred with the fuser motor during startup or rotation.
1.
Check that connectors J5008 on the fuser motor and J213 on the driver PCA are seated correctly.
2.
Replace the fuser.
3.
Replace the DC controller.
ENWW Control-panel messages 183
Control-panel message
59.50 ERROR
59.60 ERROR
59.51 ERROR
59.61 ERROR
59.52 ERROR
59.62 ERROR
59.53 ERROR
59.63 ERROR
59.90 ERROR
59.A0 ERROR
59.C0 ERROR
184 Chapter 6 Troubleshooting
Description Recommended action
An error occurred with the black printcartridge drive motor during startup or rotation.
An error occurred with the cyan printcartridge drive motor during startup or rotation.
An error occurred with the magenta printcartridge drive motor during startup or rotation.
An error occurred with the yellow printcartridge drive motor during startup or rotation.
1.
Check that connectors J5006 on the black print-cartridge drive motor and
J208 on the driver PCA are seated correctly.
2.
Replace the black print-cartridge drive motor.
3.
Replace the driver PCA.
1.
Check that connectors J5004 on the cyan print-cartridge drive motor and
J207 on the driver PCA are seated correctly.
2.
Replace the cyan print-cartridge drive motor.
3.
Replace the driver PCA.
1.
Check that connectors J5003 on the magenta print-cartridge drive motor and
J207 on the driver PCA are seated correctly.
2.
Replace the magenta print-cartridge drive motor.
3.
Replace the driver PCA.
1.
Check that connectors J5005 on the yellow print-cartridge drive motor and
J208 on the driver PCA are seated correctly.
2.
Replace the yellow print-cartridge drive motor.
3.
Replace the driver PCA.
An error occurred with the ETB motor during startup or rotation.
1.
Check that connectors J5002 on the
ETB motor and J206 on the driver PCA are seated correctly.
An error occurred with the developing separation-drive assembly.
2.
Replace the ETB.
3.
Replace the driver PCA.
1.
If the main drive assembly has been removed for service repair, verify that the main drive assembly is calibrated correctly.
2.
Check that the following connectors on the driver PCA are seated correctly:
J403, J405, J213.
3.
Check that connector J1020 on the DC controller is seated correctly.
4.
Check that connector J5008 on the fuser motor is seated correctly.
ENWW
Control-panel message
59.F0 ERROR
62 NO SYSTEM
Description
The transfer rollers in the ETB are not engaged.
No system was found.
64 ERROR
For help press alternates with
To continue turn off then on
68.X PERMANENT STORAGE FULL
alternates with
To continue press
For the HP Color LaserJet 3600 Series printers only
A scan buffer error has occurred.
A nonvolatile storage device is full. Press
to clear the message. Printing can continue, but unexpected behavior could result.
X Description:
0 Onboard NVRAM
1 Removable disk (flash or hard)
68.X PERMANENT STORAGE WRITE FAIL
alternates with
A nonvolatile storage device is full. Press
to clear the message. Printing can continue, but unexpected behavior could result.
To continue press
Recommended action
5.
Replace the developing separationdrive assembly.
6.
If the developing separation drive assembly has been replaced and the error still occurs, calibrate the developing separation drive assembly.
1.
Check that the following connectors on the driver PCA are seated correctly:
J5002 on the ETB motor
J5011 on the transfer-roller separation solenoid
J206 on the driver PCA
J1019 on the DC controller
2.
Replace the ETB motor.
3.
Replace solenoid SL5011.
4.
Upgrade the DC controller firmware.
5.
Replace the ETB.
6.
Replace the high-voltage power supply
PCA.
1.
Turn the printer off and then on.
2.
Reseat the firmware DIMM. Make sure that it is in slot 1 (the bottom slot).
3.
Download new firmware.
4.
Replace the firmware DIMM.
1.
Turn the printer off and then on.
2.
Replace the firmware DIMM.
3.
Replace the formatter PCB.
1.
Press to continue.
2.
For 68.0 errors, turn the printer off and then on.
3.
If the error persists, perform an NVRAM initialization.
4.
For 68.1 errors, use the HP Web
Jetadmin software to delete files from the disk drive.
1.
Press to continue.
2.
For 68.0 errors, turn the printer off and then on.
ENWW Control-panel messages 185
Control-panel message
68.X STORAGE ERROR SETTINGS
CHANGED
alternates with
To continue press
79.XXXX ERROR
alternates with
To continue turn off then on
8X.YYYY EIO ERROR
8X.YYYY EMBEDDED JETDIRECT
ERROR
<Date> <Time>
To change press
To skip, press STOP
Access Denied MENUS LOCKED
ACTION NOT CURRENTLY AVAILABLE
FOR TRAY X
alternates with
Tray size cannot be ANY SIZE/ANY
CUSTOM
BAD DUPLEXER CONNECTION
alternates with
To continue turn off then on
Calibrating...
Description
X Description:
3.
If the error persists, perform an NVRAM initialization.
0 Onboard NVRAM
1 Removable disk
4.
For 68.1 errors, use the HP Web
Jetadmin software to delete files from the disk drive.
One or more printer settings that were saved in the nonvolatile storage device are invalid and have been reset to the factory default.
Press to clear the message. Printing can continue, but unexpected behavior could result.
1.
Press to continue.
2.
Turn the printer off and then on.
3.
Check the printer settings to determine which settings have been changed.
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only
1.
Turn the printer off and then on.
2.
Reseat the firmware DIMM.
A critical hardware error has occurred.
3.
Reseat the formatter PCB.
4.
Replace the firmware DIMM.
5.
Replace the formatter PCB.
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only
1.
Turn the printer off and then on.
2.
Reseat the EIO card.
The EIO accessory card has encountered a critical error.
3.
Replace the EIO card.
The HP Jetdirect embedded print server has encountered a critical error.
Turn the printer off and then on.
The printer has an internal clock that tracks the date and time. You are prompted to set the correct date and time the first time you turn on the printer.
Press to change the date and time.
Press Stop to skip this step. You can set the date and time later by using the SYSTEM
SETUP menu.
Because the printer administrator has enabled the control-panel security mechanism, you cannot modify control-panel settings. The message disappears after a few seconds, and the printer returns to READY or
BUSY state.
Contact the printer administrator to change settings.
Perform a cold reset to clear passwords.
You are trying to set duplex registration for a tray that is configured for ANY SIZE or ANY
CUSTOM. Duplex registration is not available when the tray size is set to either of these settings.
The duplexer is not installed correctly.
The printer is calibrating.
Recommended action
Change the size setting for the tray.
1.
2.
Check that connector J850 is seated correctly.
Check that the connectors to the duplexdriver PCA are seated correctly.
3.
Replace the duplex-drive PCA.
Upgrade the DC controller firmware.
186 Chapter 6 Troubleshooting ENWW
Control-panel message Description Recommended action
Canceling... <JOB NAME>
For the HP Color LaserJet 3600 Series printers only
No action necessary.
Checking paper path
Checking printer
CHOSEN PERSONALITY NOT
AVAILABLE
alternates with
To continue press
CLEANING DISK X% COMPLETE
The printer is in the process of canceling a job. The message appears while the job is stopped, the paper path is flushed, and any remaining incoming data on the active data channel is received and discarded.
The engine is turning the rollers to check for possible jams.
No action necessary.
The engine is performing an internal test.
The printer encountered a request for a personality that did not exist in the printer.
The job is cancelled and no pages are printed.
No action necessary.
1.
2.
Press to continue.
Try a different driver.
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only
NOTE:
For the HP Color LaserJet 3600
Series printers, you must use HP JetReady
4.2, the driver that was specifically designed for these printers.
Do not turn off the printer. Wait for the process to complete.
alternates with
DO NOT POWER OFF
Cleaning...
Cleaning...Do not grab paper
Clearing event log
Clearing paper path
The memory disk is being cleaned. This process might take up to an hour. During this time, no jobs can be printed.
The printer automatically restarts at the end of the cleaning process.
The printer is performing a cleaning cycle.
The printer is processing a cleaning page.
No action necessary.
No action necessary.
This message appears while the event log is cleared. The printer then returns to the
SERVICE menu.
No action necessary.
The printer jammed or detected misplaced media. The printer is attempting to eject these pages automatically.
No action necessary.
CLOSE TOP COVER AND FRONT DOOR
If the top cover and front door are closed, the problem might be with the connections for the door-detection switch or the front door interlock lever.
Close the top cover and front door.
1.
Make sure the top cover and front door are closed.
2.
Verify that the interlock lever is snapped in place and is not broken or missing.
3.
Verify that the following connectors are seated correctly:
CODE CRC ERROR
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only
On the driver PCA: connectors J201,
J202, and J203.
On the DC controller: connectors J1022 and J1024.
4.
Replace the DC controller.
Reinstall the firmware.
ENWW Control-panel messages 187
Control-panel message Description Recommended action
COLOR RFU FAILED
Creating...CLEANING PAGE
DATA RECEIVED
alternates with
Ready
Duplexing... Do not grab paper
Event Log Empty
Genuine HP supplies installed
GENUINE HP SUPPLIES DESIGNED FOR
<PROD>
alternates with
Ready
Incorrect
INCORRECT <COLOR> CARTRIDGE
alternates with
An error has occurred during a firmware upgrade.
An error has occurred during a firmware upgrade.
The printer is generating a cleaning page.
The printer returns to the Ready state after the cleaning page is printed.
Reinstall the firmware.
1.
Load the cleaning page into the multipurpose tray.
2.
Press Menu .
3.
Select PRINT QUALITY, and then press
.
4.
Select PROCESS CLEANING PAGE, and then press .
The printer received data and is waiting for a form feed. When the printer receives another file, the message disappears.
If the printer is waiting for a form feed, press
to continue.
The printer is paused.
If the printer is paused, press Stop to continue.
During duplex printing, the paper emerges for a short time before it is pulled back into the printer.
Do not pick up pages until they come to rest in the output bin.
SHOW EVENT LOG was selected from the control panel, and the event log is empty.
No action necessary.
A new HP cartridge has been installed. The printer returns to the Ready state after approximately 10 seconds.
This genuine HP supply was not designed for this printer and is not supported. The printer can print with this supply, but print quality might be affected.
The PIN number is incorrect.
A color cartridge is installed in an incorrect slot.
No action necessary.
Replace this supply with a genuine HP supply that is designed for this printer.
Contact the network administrator.
Press for help.
See Replacing print cartridges on page 35 for
more information.
For help press
INCORRECT SUPPLIES
For status press
INFLATE FAILURE
Initializing permanent storage
Two or more print cartridges are installed in the incorrect slot.
Press and then press for help.
See
Replacing supplies on page 33 for more
information.
Reinstall the firmware.
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only
An error has occurred during a firmware upgrade.
This message appears when the printer is turned on to show that permanent storage is being initialized.
No action necessary.
188 Chapter 6 Troubleshooting ENWW
Control-panel message
Initializing...
INSERT OR CLOSE TRAY X
INSTALL <COLOR> CARTRIDGE
alternates with
For help press
INSTALL FUSER
For help press
INSTALL SUPPLIES
For status press
INSUFFICIENT MEMORY TO LOAD
FONTS/DATA
LOAD TRAY X <TYPE> <SIZE>
alternates with
Description Recommended action
This message appears when the printer is turned on and begins initialization.
No action necessary.
A tray is open and the printer is trying to print from another tray.
Close the tray indicated so that printing can continue.
The cartridge is either not installed or not correctly installed in the printer.
NOTE:
Tray 2 must be correctly installed in order to print from the MP tray.
1.
Inspect each cartridge lock-lever (on the right side). Open the front door and remove all cartridges and the ETB. Then use the ETB holder on the right side to move the lock-levers up and down.
The fuser is either not installed or not correctly installed in the printer.
Two or more cartridges are missing.
2.
Make sure all the print cartridges are seated correctly.
3.
Upgrade the DC controller firmware.
See Replacing print cartridges on page 35 for
more information.
1.
Press for help.
2.
Make sure that the fuser is completely seated in its slot.
3.
Reseat the fuser.
4.
Turn the printer off and remove the fuser. Measure the resistance between the fuser connectors J5013LA-2
(MAINTH) and J5013LA-1 (GND). If it is not within the range of 330k to 50k ohms
(at ambient temperature), replace the fuser.
5.
Measure the resistance between the fuser connectors J5013L-2 (FSRH) and
J5013L-1 (FSRN). If it is not within the range of 12 to 52 ohms (at ambient temperature), replace the fuser.
6.
Replace the DC controller PCB.
Install the missing cartridges.
Press and then press for help.
See
Supply replacement guidelines on page 33 for more information.
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only
Press to continue printing without using the data.
This message alternates with the name of the storage device. The storage device does not have enough memory to load the fonts or other data.
To solve the problem, increase the amount of memory for the device. Press for more information.
Tray X is either empty or configured for a type and size other than that specified in the job.
No other tray is available.
Press for help.
ENWW Control-panel messages 189
Control-panel message
For help press
LOAD TRAY X <TYPE> <SIZE>
alternates with
To use another tray press
Loading program X
alternates with
DO NOT POWER OFF
MANUALLY FEED <TYPE> <SIZE>
alternates with
For help press
MANUALLY FEED <TYPE> <SIZE>
alternates with
To continue press
MANUALLY FEED <TYPE> <SIZE>
alternates with
To use another tray press
MANUALLY FEED OUTPUT STACK
alternates with
Then press to print second sides
MEM TEST FAILURE REPLACE DIMM 1
Moving solenoid
alternates with
To exit press STOP
NON HP SUPPLY IN USE
alternates with
Ready
NON HP SUPPLY INSTALLED
alternates with
For help press
Description
Tray X is either empty or configured for a type and size other than that specified in the job.
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only
Programs and fonts can be stored on the printer file system and are loaded into RAM when the printer is turned on. The X specifies a sequence number indicating the current program being loaded.
No action necessary.
The multipurpose tray is empty and no other tray is available.
Load media into the multipurpose tray, and press to continue.
Press for help.
Media is in the multipurpose tray, but the print job requires a specific type and size that is not currently available.
Press to print from the tray, or press for help.
No media is in the multipurpose tray, and a print job requires a specific type and size that is available in another tray.
Press to print from another tray, or press
for help.
The first side of a manual 2-sided print job has been printed and the printer is paused until the output stack is reinserted.
Take the printed stack out of the output bin and reinsert it in the multipurpose tray to print the second side of the 2-sided print job. Press
to continue.
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only
The memory DIMM has failed.
The printer is testing a solenoid.
Install a supported memory DIMM.
No action necessary.
The printer has detected that a non-
HP supply is currently installed but was pressed to override.
A new, non-HP supply has been installed.
This message appears until an HP supply is installed or you press .
Recommended action
Press for help, or press another tray.
to print from
If you believe you purchased an HP supply, go to www.hp.com/go/anticounterfeit .
Service or repairs that are required as a result of using non-HP supplies are not covered under HP warranty.
If you believe you purchased an HP supply, go to www.hp.com/go/anticounterfeit .
Service or repairs that are required as a result of using non-HP supplies are not covered under HP warranty.
190 Chapter 6 Troubleshooting ENWW
Control-panel message
ORDER <COLOR> CARTRIDGE
alternates with
Ready
ORDER SUPPLIES
alternates with
Ready
PERFORMING UPGRADE <X : YYY>%
COMPLETE
alternates with
DO NOT POWER OFF
Performing... PAPER PATH TEST
PRINTING STOPPED
To continue press
Printing... CMYK SAMPLES
Description
A firmware upgrade is in process.
Recommended action
To continue printing, press .
The identified print cartridge is nearing the end of its useful life. The printer is ready and will print for the estimated number of pages indicated.
Order the identified print cartridge. Printing will continue until REPLACE <COLOR>
CARTRIDGE appears.
NOTE:
Estimated pages remaining is based on historical page coverage with this supply.
More than one supply item is low.
NOTE:
To prevent this message from appearing, in the SYSTEM SETUP menu, set
ORDER AT to 0%.
1.
Press to identify which supplies should be ordered.
2.
Order the supplies. Printing can continue until REPLACE SUPPLIES appears.
Press for help.
No action necessary. Do not turn off the printer.
Printing... COLOR USAGE LOG
Printing... CONFIGURATION
Printing... DEMO PAGE
Printing... DIAGNOSTICS PAGE
Printing... EVENT LOG
The printer is performing a paper-path test.
No action necessary.
This message appears when a Print/Stop test runs and the time expires.
Press to continue printing.
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only
No action necessary.
The printer is generating the CMYK samples page and will return to the Ready state when the page is printed.
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only
No action necessary.
The printer is generating the color-usage log page and will return to the Ready state when the page is printed.
The printer is generating the configuration page and will return to the Ready state when the page is printed.
No action necessary.
The printer is generating the demo page and will return to the Ready state when the page is printed.
No action necessary.
The printer is generating the diagnostics page and will return to the Ready state when the page is printed.
No action necessary.
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only
No action necessary.
ENWW Control-panel messages 191
Control-panel message
Printing... FILE DIRECTORY
Printing... FONT LIST
Printing... MENU MAP
Printing... PQ troubleshooting
Printing... REGISTRATION PAGE
Printing... RGB SAMPLES
Printing... SUPPLIES STATUS
Printing... USAGE PAGE
Processing...
Processing... from tray <X>
RAM DISK DEVICE FAILURE
alternates with
Ready
To clear press
Description Recommended action
The printer is generating the event log page and will return to the Ready state when the page is printed.
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only
The printer is generating the mass-storagedirectory page and will return to the Ready state when the page is printed.
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only
No action necessary.
No action necessary.
The printer is generating either the PCL or PS personality typeface list and will return to the
Ready state when the page is printed.
The printer is generating the printer menu map and will return to the Ready state when the page is printed.
No action necessary.
The printer is generating the print-quality troubleshooting pages and will return to the
Ready state when the pages are printed.
Follow the instructions on the printed pages.
The printer is generating the registration page and will return to the SET REGISTRATION menu when the page is printed.
Follow the instructions on the printed pages.
The printer is generating the RGB samples page and will return to the Ready state when the page is printed.
No action necessary.
The printer is generating the supplies status page and will return to the Ready state when the page is printed.
No action necessary.
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only
No action necessary.
The printer is generating the usage page and will return to the online Ready state when the page is printed.
The printer is currently processing a job but is not yet picking pages. When the media begins to move, this message is replaced by a message that indicates the job status.
No action necessary.
No action necessary.
The printer is actively processing a job from the designated tray.
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only
The RAM disk has failed.
1.
2.
Printing can continue for jobs that do not require the RAM disk.
To clear this message, press .
192 Chapter 6 Troubleshooting ENWW
Control-panel message
RAM DISK FILE OPERATION FAILED
alternates with
Ready
To clear press
RAM DISK FILE SYSTEM IS FULL
alternates with
Ready
To clear press
RAM DISK IS WRITE PROTECTED
alternates with
Ready
To clear press
RAM DISK X Initializing
alternates with
DO NOT POWER OFF
Receiving upgrade
Description
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only
Recommended action
1.
Printing can continue.
The printer received a PJL file system command to store something on the file system, but the file system is full.
2.
To clear this message, press .
The printer received a PJL file system command that attempted to perform an illogical operation (for example, to download a file to a nonexistent directory).
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only
3.
If the message reappears, a problem might exist with the software program.
1.
Use HP Web Jetadmin software to delete files from the RAM disk memory and try again.
2.
To clear this message, press .
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only
1.
To enable writing to the RAM disk memory, use HP Web Jetadmin to turn off write protection.
The file system is protected and no new files can be written to it.
2.
To clear this message, press .
REMOVE ALL PRINT CARTRIDGES
alternates with
To exit press STOP key
REMOVE AT LEAST ONE PRINT
CARTRIDGE
alternates with
To exit press STOP key
REPLACE <COLOR> CARTRIDGE (out)
alternates with
For help press
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only
The new RAM disk installed in slot X is initializing.
No action necessary.
A firmware upgrade is in progress.
Do not turn the printer off until the printer returns to Ready.
The printer is performing a component test.
Remove all print cartridges.
The printer is performing a disable-cartridge check or component test.
After diagnostics are complete, reinstall all print cartridges.
Remove one print cartridge.
After the test is complete, reinstall the print cartridge.
REPLACE <COLOR> CARTRIDGE
(REPLACE SUPPLIES = STOP AT LOW)
alternates with
To continue press .
REPLACE SUPPLIES
alternates with
The print cartridge has reached its end of life.
Printing will not continue until the cartridge is replaced.
Press for help.
Or, if the cartridge is new:
1.
Replace the memory controller PCB.
2.
Replace the DC controller PCB.
The print cartridge is nearing the end of its useful life and the REPLACE SUPPLIES setting in SYSTEM SETUP is set to STOP AT
LOW. To override, press .
1.
Order the print cartridge.
2.
Press help.
to continue, or press for
At least two print cartridges are out and need to be replaced.
1.
Press to identify which supplies should be replaced.
2.
Press for help.
ENWW Control-panel messages 193
Control-panel message
For status press
REPLACE SUPPLIES
alternates with
To continue press
REPLACE SUPPLIES
Override in use
alternates with
Ready
REPLACE SUPPLIES
Using black only
alternates with
Ready
Request accepted please wait
Resend upgrade
Restoring factory settings
Restoring...
RESTRICTED FROM PRINTING IN
COLOR
alternates with
Ready
RFU LOAD ERROR
Rotating <COLOR> motor
alternates with
To exit press STOP key
Rotating motor
alternates with
To exit press STOP key
Description Recommended action
More than one supply item is low, and the
REPLACE SUPPLIES setting in SYSTEM
SETUP is set to STOP AT LOW.
1.
Press Menu and navigate to the
SUPPLIES STATUS menu to identify which supplies should be ordered.
2.
Order the supplies.
3.
Press to continue printing.
At least one print cartridge is out, but printing is continuing. Print-quality problems might occur.
1.
Press to identify which supplies should be ordered.
2.
Order the identified supplies.
At least one color print cartridge is out.
Printing can continue, but only the black cartridge is being used.
1.
Press to identify which supplies should be ordered.
2.
Order the identified supplies.
The printer has accepted a request to print an internal page, but the current job must finish printing before the internal page will print.
No action necessary.
The firmware upgrade was not successful.
Attempt the upgrade again.
The printer is restoring factory settings.
The printer is restoring settings.
No action necessary.
No action necessary.
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only
HP Color LaserJet 3000: The printer is set to print in black only, but the job is in color.
HP Color LaserJet 3000: Enable color printing on the SYSTEM SETUP menu. Set
RESTRICT COLOR USE to ENABLE
COLOR.
HP Color LaserJet 3800 and CP3505: The message appears when the printer is set to
COLOR IF ALLOWED and permissions do not exist to print in color.
HP Color LaserJet 3800 and CP3505: Ask the network administrator to set the user or program permissions for color printing.
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only
Reinstall the firmware.
An error has occurred during a firmware upgrade.
A component test is in progress; the component selected is <color> Cartridge
motor.
Press Stop to stop this test.
The printer is testing a motor.
Press Stop to stop this test.
194 Chapter 6 Troubleshooting ENWW
Control-panel message
SANITIZING DISK X% COMPLETE
alternates with
DO NOT POWER OFF
Setting saved
SIZE MISMATCH IN TRAY X
alternates with
Ready
Sleep mode on
STANDARD TOP BIN FULL
alternates with
Remove all paper from bin
To return to Ready press the STOP key
TRAY X <TYPE> <SIZE>
alternates with
To change size or type press
TRAY X EMPTY <TYPE> <SIZE>
alternates with
Ready
TRAY X OPEN
For help press alternates with
Ready
TRAY X OPEN OR EMPTY
alternates with
Ready
TYPE MISMATCH IN TRAY X
alternates with
Ready
Unauthorized supply in use
alternates with
Ready
Description Recommended action
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only
Do not turn off the printer. Wait for the process to complete.
The memory disk is being sanitized. This process might take up to an hour. During this time, no jobs can be printed.
The printer automatically restarts at the end of the sanitation process.
A menu selection has been saved.
No action necessary.
The tray is loaded with a media size that is different from the size for which the tray is configured. Printing can continue from other trays, but not from this one.
1.
Make sure the media guides are adjusted correctly.
2.
On the PAPER HANDLING menu, configure the tray for the correct size.
The printer is in the sleep mode. Any button press or data received clears the sleep mode.
No action necessary. The printer automatically exits sleep mode.
The output bin is full. Printing cannot continue.
Empty the output bin. Printing resumes automatically. If the message persists, inspect the delivery-tray paper-full sensor.
The printer has paused.
The printer is reporting the current configuration of tray X.
Press Stop to resume printing.
No action necessary.
Press to clear the message.
Press to change the type or size.
Tray 3 is empty, but the current print job does not require this tray.
Fill the tray. The message indicates the type and size of media for which the tray is currently configured.
The tray is open, but printing can continue.
NOTE:
If tray 2 is open, printing cannot continue.
The tray is open or empty, but the current print job does not require this tray.
The printer has detected that a non-HP supply is currently installed and was pressed to override.
Close the tray.
Close or fill the tray.
The tray is loaded with a media type that is different from the type for which the tray is configured. Printing can continue from other trays.
On the PAPER HANDLING menu, configure the tray for the correct type.
If you believe you purchased an HP supply, go to www.hp.com/go/anticounterfeit under HP warranty.
.
Service or repairs that are required as a result of using non-HP supplies are not covered
ENWW Control-panel messages 195
Control-panel message Description Recommended action
USB ACCESSORY ERROR
USB Storage <X> initializing
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only
1.
Turn the printer off.
2.
Remove the USB storage accessory.
The printer has detected too much current on the USB storage accessory.
3.
Replace the USB storage accessory.
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only
4.
Turn the printer on.
No action necessary.
USB STORAGE <X> NOT FUNCTIONAL
USB STORAGE DEVICE FAILURE
alternates with
Ready
The USB storage device is initializing.
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only
The USB storage device is not working.
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only
The USB storage device has failed.
Replace the USB storage device.
1.
Printing can continue for jobs that do not require the storage device.
2.
To remove this message from the display, press .
To clear press
3.
If the message persists, turn the printer off, remove and re-install the storage device, and then turn the printer on.
4.
If the message persists, replace the storage device.
USB STORAGE FILE OPERATION FAILED
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only alternates with
Ready
To clear press
The printer received a PJL file system command that attempted to perform an illogical operation (for example, to download a file to a nonexistent directory).
1.
Printing can continue.
2.
To remove this message from the display, press .
3.
If the message reappears, a problem might exist in the software program.
USB STORAGE FILE SYSTEM IS FULL
alternates with
Ready
To clear press
USB STORAGE IS WRITE PROTECTED
alternates with
Ready
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only
1.
Use HP Web Jetadmin software to delete files from the storage device, and then try again.
The printer received a PJL file system command that attempted to store something on the file system but was unsuccessful because the file system is full.
2.
To clear this message, press .
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only
1.
To enable writing to the storage device, use HP Web Jetadmin to turn off write protection.
The file system is protected and no new files can be written to it.
2.
To clear this message, turn the printer off and then on.
To clear press
196 Chapter 6 Troubleshooting ENWW
Control-panel message
USB STORAGE X REMOVED
USE TRAY X <TYPE> <SIZE>
Description
For the HP Color LaserJet 3000, 3800, and
CP3505 Series printers only
The USB storage accessory was removed while the printer was turned on.
The printer is offering a selection of alternative media to use for the print job.
Recommended action
1.
Turn the printer off.
2.
To continue using the USB storage accessory, reinstall it.
3.
Turn the printer on.
1.
Use and to highlight a different size or type, and then press to select the size or type.
2.
Press to return to the previous size or type.
ENWW Control-panel messages 197
Jams
Use this illustration to troubleshoot jams in the printer. For instructions to clear jams, see
Figure 6-1
Jam locations (printer shown without optional tray 3)
3
4
1
2
5
6
Output bin
Paper path (inside the front cover)
Multipurpose tray (tray 1)
Trays 2, 3
Duplex path (inside the upper cover and the front cover of duplex models only)
Fuser (inside the top cover)
Jam recovery
This printer automatically provides jam recovery, a feature that specifies whether the printer should attempt to automatically reprint jammed pages.
●
AUTO instructs the printer to attempt to reprint jammed pages.
●
OFF instructs the printer not to attempt to reprint jammed pages.
NOTE:
During the recovery process, the printer might reprint pages that were printed before the jam occurred. Be sure to remove any duplicated pages.
To improve print speed and increase memory resources, disable the jam recovery.
To turn off jam recovery
1.
Press Menu .
2.
Press to highlight CONFIGURE DEVICE, and then press .
3.
Press to highlight SYSTEM SETUP, and then press .
4.
Press to highlight JAM RECOVERY, and then press .
5.
Press to highlight OFF, and then press .
6.
Press Menu to return to the Ready state.
198 Chapter 6 Troubleshooting ENWW
Avoiding jams
The table below lists common causes of jams and suggests solutions for resolving jams.
Table 6-2 Common causes of jams
Cause Solution
The media does not meet HPrecommended specifications.
Use only media that meets HP specifications.
A supply item is installed incorrectly, causing repeated jams.
Verify that all print cartridges, the transfer unit, and the fuser are correctly installed.
You are reloading media that has already passed through a printer or copier.
A tray is loaded incorrectly.
Do not use media that has been previously printed on or copied.
The media is skewed.
The media is binding or sticking together.
Remove any excess media from the input tray. Be sure that the stack does not exceed the maximum stack height mark in the input tray.
The tray guides are not adjusted correctly. Adjust the guides so they hold the stack firmly in place without bending it.
Remove the stack and flex it, rotate it 180°, or flip it over.
Reload the stack into the tray.
The media is removed before it settles into the output bin.
When duplexing, the paper is removed before the second side of the document is printed.
NOTE:
Do not fan paper. Fanning can create static electricity which can cause paper to stick together.
Reset the printer. Wait until the page completely settles in the output bin before removing it.
Reset the printer and print the document again. Wait until the page completely settles in the output bin before removing it.
The media is in poor condition.
The internal rollers do not pick up media from tray 2 or tray 3.
Replace the media.
Remove the top sheet of media. If it is heavier than 163 g/ m 2 (43 lb), it might not be picked from the tray.
Replace the media.
The media has rough or jagged edges.
The media is perforated or embossed.
The supplies have reached the end of their useful life.
This type of media does not separate easily. You might need to feed single sheets from the multipurpose tray.
Check the printer control panel for messages prompting you to replace supplies, or print a supplies status page to verify the remaining life of the supplies.
The media was not stored correctly. Replace the media. Media should be stored in the original packaging in a controlled environment.
Clearing jams
Procedures in the following sections correspond with a jam message that might appear on the control panel.
ENWW Jams 199
Jam in the multipurpose tray (tray 1)
1.
Remove the media from the tray.
2.
Grasp the jammed sheet by both corners and pull.
3.
Place the media stack in the tray.
200 Chapter 6 Troubleshooting ENWW
4.
Confirm that the media guides are against the stack without bending it and that the stack does not extend above the fill tabs.
5.
Press to resume printing.
Jam in tray 2 or tray 3
1.
If the optional tray 3 is installed, pull it out and place it on a flat surface. If the jammed sheet is visible, remove it.
2.
If the sheet is not visible, check inside the printer at the top of the tray opening. Remove any jammed media.
3.
Pull out tray 2 and place it on a flat surface.
ENWW Jams 201
4.
If the jammed sheet is visible, remove it.
5.
If the sheet is not visible, check inside the printer at the top of the tray opening. Remove any jammed media.
6.
Replace tray 2 and optional tray 3.
NOTE:
Use the multipurpose tray when printing on heavier paper.
7.
Press to resume printing.
NOTE:
When printing from tray 2, printing resumes automatically.
202 Chapter 6 Troubleshooting ENWW
Jam inside the fuser area (upper cover)
1.
Open the upper cover.
2.
If the jammed sheet is visible, remove it and then close the upper cover.
3.
If the sheet is not visible, turn off the printer.
ENWW
WARNING!
The fuser will be hot. Wait 10 minutes before proceeding.
Jams 203
4.
Place your thumbs on the fuser latches, squeeze the latches, and pull up on the fuser to remove it.
5.
On the fuser, lift the shutter door.
CAUTION:
Do not open the shutter door while the fuser is in the printer.
6.
Remove any jammed sheets.
NOTE:
If the sheet tears, make sure that all fragments are removed before you resume printing.
204 Chapter 6 Troubleshooting ENWW
7.
Hold the fuser with your thumbs on the latches, and then push both sides of the fuser into the printer. Press the fuser down until it clicks into place.
8.
Close the upper cover and then turn on the printer.
ENWW Jams 205
Jam inside the front cover
NOTE:
This part is called the front door in the user documentation and in chapter 1, “Product information”.
1.
Open the front cover.
CAUTION:
Do not place anything on the transfer unit. Do not touch the top of the transfer unit or the contacts on the left side of it.
NOTE:
If the sheet tears, make sure that all fragments are removed before resuming printing.
2.
Remove any visible media.
206 Chapter 6 Troubleshooting ENWW
ENWW
3.
Locate the green registration-plate tabs that are below the bottom print cartridge.
4.
Press the tabs, and then lift the registration plate. Remove any jammed media, and then return the registration plate to its closed position.
NOTE:
If the sheet tears, make sure that all fragments are removed before resuming printing.
5.
Close the front cover.
Jams 207
Jam in the duplex path
NOTE:
This issue occurs only in duplex models.
1.
Turn off the printer, and open the upper cover.
If any media is visible, remove it.
2.
Open the front cover.
208 Chapter 6 Troubleshooting ENWW
ENWW
3.
Rotate the transfer unit up and away from the front cover.
4.
Remove any jammed sheets from under the transfer unit.
5.
Locate the green registration-plate tabs that are below the bottom print cartridge.
Jams 209
6.
Press the tabs, and then lift the registration plate. Remove any jammed media, and then return the registration plate to its closed position.
NOTE:
If the sheet tears, make sure that all fragments are removed before resuming printing.
7.
Close the front cover and then turn on the printer.
Image-formation troubleshooting
This section identifies issues that can affect print quality. For additional information, see the HP LaserJet
Printer Family Print Media Guide.
Print-quality problems associated with media
Some print-quality problems arise from use of inappropriate print media.
● Use media that meets HP paper specifications.
●
The gloss and transparency films are very smooth. Use paper that meets HP paper specifications.
● The driver setting is incorrect. To change the paper-type setting, see Type and Size.
●
The media you are using is too heavy for the paper-type setting you selected, and the toner is not fusing to the paper.
● The moisture content of the paper is uneven, too high, or too low. Use paper from a different source, from an unopened ream of paper, or dry out the paper (100˚C [212˚F] for 24 hours).
●
Some areas of the paper reject toner. Use paper from a different source or from an unopened ream of paper.
210 Chapter 6 Troubleshooting ENWW
●
The letterhead you are using is printed on rough paper. Use a smoother, xerographic paper. If this solves your problem, consult with the supplier of your letterhead to verify that the paper used meets the specifications for this printer.
●
The paper is excessively rough. Use a smoother, xerographic paper.
●
Avoid media containing metallic laminates or conductive surfaces.
Defects on overhead transparencies
Overhead transparencies can show the image-quality problems as any other type of media, as well as defects that are specific to printing on transparencies. Because transparencies are pliable while in the print path, the paper-handling components can also mark them.
NOTE:
Allow transparencies to cool for at least 30 seconds before handling them.
● Change the pre-rotation setting in CONFIGURE DEVICE/PRINT QUALITY/OPTIMIZE/PRE-
ROTATION=ON. This enhances transparency print quality by raising the fuser pressure roller temperature to more closely match the sleeve temperature.
●
Change the transparency mode in CONFIGURE DEVICE/PRINT QUALITY/PRINT MODES/
TRANSPARENCY to B TRNSPRNCY (Best Transparency) mode. This optimizes transparency print quality and minimizes transparency curl.
NOTE:
If the printer media sensor rejects a supported color laserjet transparency, make sure that the transparency is not from an old box. Try a new box.
● In the printer driver Paper tab, select Transparency as the paper type. Also, make sure that the tray is correctly configured for transparencies.
●
Check that the transparencies meet the specifications for this printer. For more information about media specifications and for ordering information, consult the HP LaserJet Printer Family Print
Media Specification Guide.
● If print-quality defects occur, then make sure that the transparencies are designed for correct toner adhesion. Use only transparencies that are designed for HP Color LaserJet printers.
●
Handle transparencies by the edges. Oil from fingers can cause spots and smudges on the transparencies.
● Small, random, dark areas on the trailing edge of solid fill pages might be caused by transparencies sticking together in the output bin. Try printing the job in smaller batches.
●
If the selected colors are not what you want when printed, then select different colors in the program or printer driver.
● If you are using a reflective overhead projector, then use a standard overhead projector instead.
Print-quality problems that are related to the environment
If the printer is operating in excessively humid or dry conditions, verify that the printing environment is within specifications. See the getting started guide for this printer for information about operatingenvironment specifications.
ENWW Jams 211
Print-quality problems that are related to jams
Make sure that all media is cleared from the paper path.
●
If the printer recently jammed, print two to three pages to clean the printer.
●
If the media does not pass through the fuser, image defects appear on subsequent documents.
Print two to three pages to clean the printer.
Print-quality problems from toner buildup
Over time, toner and other particles can build up inside the printer. This buildup can cause the following print-quality problems:
●
Marks at even intervals on the printed side of the page
●
Toner that smears easily
● Toner specks on the page
●
Vertical streaks or bands on the page
To correct these types of problems, clean the printer. See Cleaning the printer on page 38
.
Print-quality troubleshooting pages
Use the built-in print-quality troubleshooting pages to help diagnose and solve print-quality problems.
1.
Press Menu .
2.
Press to highlight DIAGNOSTICS, and then press .
3.
Press to highlight PQ TROUBLESHOOTING, and then press to print the pages.
212 Chapter 6 Troubleshooting ENWW
Image defects
If specific defects occur repeatedly, print a Print Quality Troubleshooting page and follow the instructions on the first page. If you cannot resolve the problem, use the information in this section to identify the root cause of the problem.
Image defects fall into the following categories. Links to possible causes and recommended solutions are included. In general, the items are listed in order, from minor repairs to major repairs. Check each item in the order in which it appears.
NOTE:
Verify that all firmware has been upgraded to the latest version.
Table 6-3 Image defects
Image defect
Light image
Light color
Dark image
Dark color
Completely blank
All black/solid color
Dots in vertical lines
Dirt on back of paper
Dirt on front of paper
Vertical lines
White vertical lines
Horizontal lines
White horizontal lines
Missing color
Description More information
Image light in all colors
Image light in a particular color
Image dark in all colors
Image dark in a particular color
No image prints
Image is all black or solid color
See Table 6-4 Causes for light images on page 214 .
See Table 6-5 Causes for one color printing light on page 215
.
See Table 6-6 Causes for dark images on page 215 .
See Table 6-7 Causes for one color printing darker than others on page 215 .
See Table 6-8 Causes for a completely blank image on page 216 .
White dots appear in image
Dirt on the back of the page
Dirt on the front of the page
Vertical line appears in image
White vertical line appears in image
Horizontal line appears in image
See Table 6-10 Causes for vertical lines of white dots on page 216
.
See Table 6-11 Causes for dirt on the back of the paper on page 217 .
See Table 6-12 Causes for dirt on the front of the paper on page 217 .
See Table 6-13 Causes for vertical lines on page 217 .
See Table 6-14 Causes for white vertical lines on page 218 .
See Table 6-15 Causes for horizontal line on page 218
.
White horizontal line appears in image
Image in a particular color does not come out in color
See Table 6-16 Causes for white horizontal lines on page 218
.
See Table 6-17 Causes for a missing color on page 219
.
ENWW Image defects 213
Table 6-3 Image defects (continued)
Image defect
Blank spots
Poor fusing
Distorted Image
Color misregistration
Smearing
Misplaced image
Reversed color
Snail tracks
Description More information
Blank spots appear in image
Toner image is not fully fixed on the media
Image is distorted
Some color is misregistered
See Table 6-18 Causes for blank spots on page 219 .
See Table 6-19 Causes for poor fusing on page 219 .
See Table 6-19 Causes for poor fusing on page 219 .
See Table 6-21 Causes for color misregistration on page 220 .
Image smeared in whole or in part
Whole image is incorrectly placed
See Table 6-22 Causes for smearing on page 221 .
See Table 6-23 Causes for a misplaced image on page 221 .
White in image is output in color, and color is output in white
Streaks on the page (that look like snail tracks); the media might wrinkle
See Table 6-24 Causes for reversed color on page 221
.
See Table 6-25 Causes for snail tracks on page 222 .
Light image
Table 6-4 Causes for light images
Cause
The image density is not adjusted correctly
The transfer unit has deteriorated
Poor secondary-transfer-bias contacts exist
Solution
Calibrate the printer.
If the transfer unit is at the end of its life or its surface has deteriorated, replace the transfer unit.
NOTE:
A large white streak appearing slightly off-center of the transfer unit is not a defect. The transfer unit does not need to be replaced in this case.
On the secondary transfer roller, check the bias contacts to the high-voltage PCB. Clean them, if necessary.
Replace defective parts and deformed or damaged contacts.
Replace the secondary transfer charging roller.
The secondary transfer charging roller is deformed or has deteriorated
The high-voltage PCB is defective
The DC controller PCB is defective
Contamination buildup on the scanner mirror or lenses
Replace the high-voltage PCB.
Replace the DC controller PCB.
Replace the scanner assembly.
Light color
Use an external device to print a solid-filled image as an example of the problem. As the sample prints, turn the printer off and remove the cartridge. Open the cartridge shutter. If the toner image on the drum before transfer is light for more than one color, go to step A. If the toner image on the photosensitive drum is not fully transferring to the transfer unit, go to step B in the following table.
214 Chapter 6 Troubleshooting ENWW
Table 6-5 Causes for one color printing light
Step A
Step B
Cause
Poor developing-bias contacts
Solution
Check the developing-bias contacts to the high-voltage PCB.
Clean the contacts as necessary.
Replace any deformed or damaged contacts.
Replace the scanner assembly.
Contamination buildup on the scanner mirror or lenses
Deteriorated cartridge (photosensitive drum)
Defective high-voltage PCB
Defective DC controller PCB
Poor primary-transfer-bias contacts
Replace the cartridge that produces the light color.
Replace the high-voltage PCB.
Replace the DC controller PCB.
On the transfer unit, check the primary transfer-bias-contacts to the high-voltage PCB. Clean the contacts as necessary. Replace any deformed or damaged contacts.
Replace the transfer unit.
Deformed or deteriorated primary-transfer charging roller
Defective high-voltage PCB
Defective laser/scanner unit
Defective DC controller PCB
Replace the high-voltage PCB.
Replace the laser/scanner unit.
Replace the DC controller PCB.
Dark image
Table 6-6 Causes for dark images
Cause
Image density is not adjusted correctly
Color misregistration sensor lens is dirty
Color misregistration sensor is defective
Environmental sensor is defective
DC controller PCB is defective
Solution
Calibrate the printer.
Clean the color misregistration sensor lens.
Replace the color misregistration sensor.
Replace the environmental sensor.
Replace the DC controller PCB.
Dark color
Table 6-7 Causes for one color printing darker than others
Cause Solution
Poor contacts with the primary-charging bias, developing bias, or drum grounding
On the cartridge that is producing the darker color, check the primary-charging bias and developing-bias contacts to the high-voltage PCB, or the drum-grounding contacts.
Clean the contacts as necessary. Replace any deformed or damaged contacts.
ENWW Image defects 215
Table 6-7 Causes for one color printing darker than others (continued)
Cause Solution
High-voltage PCB is defective
DC controller PCB is defective
Replace the high-voltage PCB.
Replace the DC controller PCB.
Completely blank image
Table 6-8 Causes for a completely blank image
Cause
High-voltage PCB is defective (no developing-bias output)
DC controller PCB is defective
Solution
Replace the high-voltage PCB.
Replace the DC controller PCB. Calibrate the printer after replacing the DC controller.
All black or solid color
Table 6-9 Causes for an all black or solid colored image that extends to the edge of the page
Cause Solution
The formatter is not fully seated, or it is defective.
Poor contacts with the primary-charging bias, developing bias, or drum grounding
Cartridge (primary-charging roller) is defective
High-voltage PCB is defective
DC controller PCB is defective
Print an engine test page to make sure that the printer is functioning. If the defect does not appear on the engine test page, replace the formatter.
On the cartridge that is producing the solid color, check the primary-charging bias and developing-bias contacts to the high-voltage PCB, or the drum-grounding contacts. Clean the contacts as necessary. Replace any deformed or damaged contacts.
Replace the cartridge that is producing the solid color.
Replace the high-voltage PCB.
Replace the DC controller PCB. Calibrate the printer after replacing the DC controller.
Dots in vertical lines
Table 6-10 Causes for vertical lines of white dots
Cause Solution
Transfer unit or primary-transfer charging roller is deformed or deteriorated
Replace the transfer unit.
Replace the secondary-transfer charging roller.
Secondary-transfer charging roller is deformed or deteriorated
High-voltage PCB is defective
DC controller PCB is defective
Replace the high-voltage PCB.
Replace the DC controller PCB. Calibrate the printer after replacing the DC controller.
216 Chapter 6 Troubleshooting ENWW
Dirt on back of paper
If the defect is repetitive dirt, go to step A; if not, go to step B.
Table 6-11 Causes for dirt on the back of the paper
Cause Solution
A
Repetitive debris (debris on the registration roller, pressure roller, feed roller, fuser delivery roller, or facedown delivery sub-roller)
See
Table 6-26 Causes of repetitive defects on page 223 to identify the roller with which the problem is
associated. Clean the dirty roller. Replace the roller if the dirt does not come off.
B
Dirty cassette pickup roller, feed guide, fuser inlet guide, or fuser delivery guide
Clean any dirt from the rollers. Replace the roller if the dirt does not come off.
Dirt on front of paper
If the defect appears in a particular color, go to step A. If it does not appear in a particular color and it is repetitive, go to step B. If it is not repetitive, go to step C.
Table 6-12 Causes for dirt on the front of the paper
Cause Solution
A
Defective cartridge (deteriorated toner or scratches on the developing cylinder, photosensitive drum, or primary charging roller)
Replace the cartridge of the color that matches the defect.
B
Repetitive dirt (dirty registration sub-roller, fuser sleeve, feed sub-roller, or face-down delivery roller)
See
Table 6-26 Causes of repetitive defects on page 223
to identify the roller with which the problem is associated. Clean the dirty roller. Replace the roller if the dirt does not come off.
C
Dirty multipurpose tray pickup roller Clean dirt from the roller. Replace the roller if the dirt does not come off.
Defective transfer unit
Defective transfer-unit cleaning blade
Check the transfer-unit surface. If it is scratched or dented, replace it.
Replace the transfer unit.
Vertical lines
Table 6-13 Causes for vertical lines
Cause
Photosensitive drum has grooves on the circumference
Fuser sleeve has grooves on the circumference
Solution
Replace the cartridge that produces the vertical lines.
For both the OPC and the fuser, these “grooves” might just be dark lines going around the roller. The OPC and fuser can be cleaned in some instances. Use a fine lint-free cloth or coffee filter to gently rub the dark line off the OPC or fuser roller.
Replace the fuser.
ENWW Image defects 217
White vertical lines
If the lines appear in a particular color, go to step A. If they appear in a full-color print, go to step B.
Table 6-14 Causes for white vertical lines
Cause Solution
Replace the print cartridge.
A
Scratches on the circumference of the developing cylinder (print cartridge)
Scratches on the circumference of the photosensitive drum
B
Vertical scratches on the transfer unit
Vertical scratches on the fuser sleeve
Replace the print cartridge.
Replace the transfer unit.
Replace the fuser.
Horizontal line
If the line appears in a particular color, go to step A. If it appears in the full-color print, go to step B.
Table 6-15 Causes for horizontal line
Cause Solution
A
The developing cylinder is deformed by remaining engaged with the photosensitive drum for too long.
See Table 6-26 Causes of repetitive defects on page 223
to determine whether a developing cylinder is involved. If so, print about 20 pages to solve the problem.
If the problem is not resolved, replace the cartridge.
Additionally, waiting overnight might help. Print several pages and then let the printer sit overnight. This allows the roller to reform, which can solve the issue.
Horizontal scratches on the photosensitive drum
(cartridge)
The print-cartridge cleaning blade leaves a line of toner on the drum (C-blade blur). The line repeats every
77 mm (3.0 inches).
At the printer control panel, set CONFIGURE DEVICE/
PRINT QUALITY/OPTIMIZE/ PRE-ROTATION=ON.
B
Horizontal scratches on the fuser sleeve
See Table 6-26 Causes of repetitive defects on page 223
to determine whether a photosensitive drum is involved. If so, replace the cartridge.
See Table 6-26 Causes of repetitive defects on page 223
to determine whether a fuser sleeve is involved. If so, replace the fuser.
White horizontal line
If the line appears in a particular color, go to A. If it appears in full color, go to B.
Table 6-16 Causes for white horizontal lines
Cause Solution
A
Horizontal scratches on the photosensitive drum
(cartridge)
See
Table 6-26 Causes of repetitive defects on page 223 to determine whether a photosensitive drum
is involved. If so, replace the print cartridge.
218 Chapter 6 Troubleshooting ENWW
Table 6-16 Causes for white horizontal lines (continued)
Cause Solution
B
Horizontal scratches on the transfer unit
C
The fuser sleeve is deformed by remaining engaged with the pressure roller for too long
Check the transfer unit surface for horizontal scratches. If any, replace the transfer unit.
See
Table 6-26 Causes of repetitive defects on page 223 to determine whether the fuser sleeve is
involved. If so, replace the fuser.
Color missing
Table 6-17 Causes for a missing color
Cause
Defective laser shutter
Poor developing-bias contacts
Defective cartridge (primary-charging roller)
Laser/scanner unit is defective
High-voltage PCB is defective
DC controller PCB is defective
Solution
Check the problem color laser shutter. Clean the shutter as necessary. Replace the shutter if it is deformed or damaged.
For the cartridge with the problem (color missing), check the developing-bias contacts to the high-voltage PCB.
Clean contacts, if dirty. Replace defective parts if the contacts are deformed or damaged.
Replace the problem (color missing) color cartridge.
Replace the laser/scanner for any missing color. Calibrate the printer after replacing the laser/scanner.
Replace the high-voltage PCB.
Replace the DC controller PCB. Calibrate the printer after replacing the DC controller.
Blank spots
Table 6-18 Causes for blank spots
Cause
Poor secondary-transfer-bias contacts
High-voltage PCB is defective
DC controller PCB is defective
Solution
On the secondary-transfer roller, check the bias contacts to the high-voltage PCB. Clean the contacts as necessary.
Replace any deformed or damaged contacts.
Replace the high-voltage PCB.
Replace the DC controller PCB. Calibrate the printer after replacing the DC controller.
Poor fusing
Table 6-19 Causes for poor fusing
Cause
Printer is not properly set for media type
Media is not within specifications
Solution
Check the media setting in the driver and in the control panel Set the printer for the media type being used.
Use media that meets specifications.
ENWW Image defects 219
Table 6-19 Causes for poor fusing (continued)
Cause
Fuser is not within nip-width specifications
Fuser sleeve is scarred or damaged
Pressure roller is scarred or damaged
Thermistor is deteriorated
DC controller PCB is defective
Solution
See
Table 6-26 Causes of repetitive defects on page 223 to determine whether a fuser sleeve is
involved. If so, replace the fuser sleeve unit.
Replace the fuser.
See
Table 6-26 Causes of repetitive defects on page 223 to determine if a pressure roller is involved.
If so, replace the fuser.
Replace the fuser.
Replace the DC controller PCB. Calibrate the printer after replacing the DC controller.
Image distortion
Table 6-20 Causes for distortion or blurring
Cause
Transfer unit is defective
Secondary-transfer roller is defective
DC controller PCB is defective
Solution
Replace the transfer unit. Calibrate the printer after replacing the transfer unit.
If it does not rotate smoothly or is deformed, replace the secondary-transfer roller.
Replace the DC controller PCB. Calibrate the printer after replacing the DC controller.
Color misregistration
If the misregistration occurs in a particular color, go to A. If it occurs in all colors, go to step B. If another misregistration issue is evident, perform the steps in order.
Table 6-21 Causes for color misregistration
Cause Solution
The printer is not calibrated correctly
A
B
Media is not within specifications.
Cartridge is defective
Cartridge drive gears are worn or chipped
Color misregistration sensor is dirty
Color misregistration sensor is defective
Transfer unit is defective
Drive gears are worn or chipped
Open the front door and remove the ETB shipping locks on each side of the ETB assembly, toward the bottom.
Calibrate the printer.
Verify that media meets specifications.
Check if the photosensitive drum in the problem cartridge rotates smoothly. If not, replace the cartridge.
Check the drive gears connected to the problem cartridge.
If a gear is worn or chipped, replace the gear.
Clean the color misregistration sensor lens.
Replace the color misregistration sensor.
If the transfer unit does not rotate smoothly, replace it.
Check the drive gears between the image drive unit and the drum motor. If one is worn or chipped, replace it.
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Table 6-21 Causes for color misregistration (continued)
Cause Solution
Image drive unit is defective
Laser/scanner unit is defective
DC controller PCB is defective
Replace the image drive unit.
Replace the laser/scanner unit.
Replace the DC controller PCB.
Smearing
Table 6-22 Causes for smearing
Cause Solution
Poor contacts exist to each cartridge and printer grounding Use media that is within specifications.
Verify that the proper fuser mode is set.
Clean the grounding contacts on each cartridge and the printer. If the problem remains after cleaning, check the contacts for damage. Replace any deformed or damaged parts. Make sure that all contacts are connected correctly.
Reseat the lever to make the movement smooth.
The movement of the fuser front paper sensor lever is not smooth
Foreign substances or dirt on the fuser inlet guide Clean the fuser inlet guide.
Misplaced image
Table 6-23 Causes for a misplaced image
Cause
The oblique rollers are worn (if problem only occurs on the back side of duplex printing only)
DC controller PCB is defective
Solution
Replace the oblique rollers.
Replace the DC controller PCB. Calibrate the printer after replacing the DC controller.
Reversed color
Table 6-24 Causes for reversed color
Cause
The FFC that connects the DC controller to the formatter is not correctly connected
DC controller PCB is defective
Solution
Reseat the FFC to the DC controller PCB J1001.
Replace the DC controller PCB.
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Snail tracks
Table 6-25 Causes for snail tracks
Cause Solution
This occurs in high-temperature, high-humidity environments on the second side of duplexing jobs when the fuser pressure roller is bent.
Use media that is within specifications.
Verify that the proper fuser mode is set.
See if the defect occurs when printing with light coverage.
If so, reduce the toner coverage on the page.
Replace the fuser.
NOTE:
This defect might be seen when using A4 media in duplex mode.
NOTE:
See the print modes in CONFIGURE DEVICE/ PRINT QUALITY/ PRINT MODES to associate each paper type with a specific print mode. For example, several “BEST” print modes can be set for a specific media type to enhance print quality. Results will vary, depending on the media being used.
See the OPTIMIZE setting for additional print-quality adjustments.
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Repetitive-defects troubleshooting
Defects on printer rollers can cause image defects to appear at regular intervals on the page. Use
6-26 Causes of repetitive defects on page 223
to determine which roller is causing the defect. To resolve the problem, try cleaning the roller. If the roller remains dirty after cleaning or if it is damaged, replace it.
Repetitive defects for the transfer unit normally appear on every other page, because the transfer belt is longer than a page. However, the period of the repetitive defect can vary depending on the type of media, and a repetitive defect can occur more than once on the same page.
CAUTION:
Do not use solvents or oils to clean rollers. Instead, use lint-free paper to clean the roller.
If dirt is difficult to remove, dampen the paper with rubbing alcohol.
NOTE:
Defects on the tray 2 pickup roller or the multipurpose-tray pickup roller do not cause a repetitive defect, but instead cause a defect on the leading edge of the page.
Table 6-26 Causes of repetitive defects
Problem Area Period of defect (mm)
Problem
Primary charging roller
Developing cylinder
Registration roller (inside)
Registration roller (outside)
Transfer roller
Fuser sleeve
Photosensitive drum
Fuser pressure roller
About 27
About 27
About 35
About 36
About 44
About 75
About 76
About 79
X
X
X
X
X
X
Dirt on front
X
X
X
X
X
Blank spots
X
X
Dirt on back
X
Poor fuser
X
X
Repetitive print defects are usually caused by a specific roller, cylinder, or drum in the printer or the print cartridge. Use the following figure to isolate the cause of repetitive print defects. Align the first occurrence of the defect with the top of the “ruler” (at the top or bottom of the misprinted page), and measure to the next occurrence of the defect to determine which roller, cylinder, or drum is causing the defect. When the defect pattern matches the pattern of the ruler, replace the indicated part.
ENWW Repetitive-defects troubleshooting 223
Figure 6-2
Repetitive defect ruler
First occurrence 0mm
Primary charging roller 27mm
Developing cylinder 27mm
Registration roller (inside) 35mm
Registration roller (outside) 36mm
Transfer roller (inside) 44mm
Fuser sleeve 75mm
Photo sensitive drum 76mm
Fuser pressure roller 79mm
NOTE:
Transfer unit defects usually appear on every other page because the transfer belt is longer than a page. However, the defect distance might vary depending on the type of media that is being used.
It is possible to see a repetitive defect more than once on the same page.
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Interface troubleshooting
Communication checks
NOTE:
Communication problems are normally the customer’s responsibility. Time spent attempting to resolve these problems might not be covered by the Hewlett-Packard warranty.
Refer the customer to the network administrator for assistance in troubleshooting network problems.
If the printer is not connected to an MS-DOS-based host, use the following table to check the connection.
Table 6-27 Communication check
Check Action
Does the computer configuration match the parameters described in the configuration instructions?
Verify that the configuration of the computer's communications port matches these parameters. View the Jetdirect configuration page for print server status, and to verify configuration parameters for operation on your network.
NOTE:
If these parameters are not set correctly, an error message might appear on the control panel.
EIO troubleshooting
If the printer contains an optional HP Jetdirect print server and you cannot communicate with the printer over the network, verify the operation of the print server. Print a configuration page. If the Jetdirect card does not appear under “Installed personalities and options” on the configuration page, see the troubleshooting section of the HP Jetdirect Print Server Administrators Guide supplied with the print server.
If the host system and printer still do not communicate, replace the formatter PCB or the EIO card and reconfigure the printer. If the problem persists, use a protocol analyzer to find the source of the problem.
CAUTION:
HP LaserJet printers are not designed to work with mechanical switch-box products that do not have surge protection. These devices generate high transient voltages that cause permanent damage to the formatter PCB. This circumstance is not covered under the Hewlett-Packard warranty.
ENWW Interface troubleshooting 225
Service menu
Using the Service menu
The Service menu is PIN protected for added security. Only authorized service technicians have access to the Service menu. When you select SERVICE from the list of menus, you are prompted to type your
8-digit PIN number. The following are the appropriate PIN numbers:
HP Color LaserJet 3000 Series printers: 11300005
HP Color LaserJet 3600 Series printers: 11360005
HP Color LaserJet 3800 Series printers: 11380005
HP Color LaserJet CP3505 Series printers: 06350507
1.
Press Menu to open the MENUS.
2.
Press to highlight SERVICE, and then press .
3.
Press or until the first digit of the PIN appears.
4.
Press to save the digit. The control-panel display replaces the digit with an asterisk.
Press at any time to move to the previous digit.
5.
Repeat steps 3 and 4 until all eight digits are typed.
Clear event log
Use this item to clear the printer internal event log.
Total page count
The page count that is stored in NVRAM and printed on the configuration page represents the number of pages that the formatter has formatted (not including engine-test prints). If you install a new formatter when repairing a printer, use this menu item to reset the page count to the previous value. In this way, the page count reflects the number of pages that the engine has printed rather than restarting the count for the new formatter. The page count is in two categories: total mono pages and total color pages.
Serial number
If you replace the formatter, use this item to reset the serial number of the printer.
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Diagnostics menu
Menu item Description
PRINT EVENT LOG
SHOW EVENT LOG
Prints an event log that shows the last 50 entries in the printer event log, starting with the most recent.
Shows the last 50 printer events on the control-panel display, starting with the most recent.
PQ
TROUBLESHOOTING
Prints a series of print-quality assessment pages that help troubleshoot many print-quality problems.
PRINT DIAGNOSTICS
PAGE
Prints the diagnostics page.
Prints with one or more cartridges removed so that you can diagnose print cartridge-related problems.
DISABLE
CARTRIDGE CHECK
PAPER PATH
SENSORS
Shows the values of the sensors. Values are updated as media passes each sensor. Jobs can be initiated from the control panel or sent from the computer.
PAPER PATH TEST
MANUAL SENSOR
TEST
COMPONENT TEST
PRINT/STOP TEST
Tests the printer paper-handling features, such as the configuration of the trays.
Tests the paper-path sensors and switches for correct operation.
Activates individual parts independently to isolate noise, leaking, and other hardware issues.
Isolates print-quality issues more accurately by stopping the printer in mid-print cycle. Stopping the printer in mid-print cycle causes a jam that might need to be removed manually. Only a service
representative should perform this test.
ENWW Diagnostics menu 227
Diagnostics
The following section describes the printer's diagnostics.
LED diagnostics
Use the following procedure to help identify the cause of high-level printer problems. These problems are indicated by abnormalities in the printer's power-on sequence. The LED that the procedure refers to is on the formatter. This is the “heartbeat” LED that blinks on and off when the formatter is operating correctly.
Does the LED blink with four fast bursts at power on? If not, then perform the following checks:
●
Check the firmware.
●
Check the memory.
●
Check the formatter.
Does the LED blink at a fast, steady rate during memory testing (one blink per 8 MB)? If not, then perform the following checks:
●
Check the control-panel display for an error code.
●
Check the memory.
●
Check the formatter.
Is the LED off for about eight seconds, while the boot code is decompressing, before the display turns on? If not, then perform the following checks:
●
Check the firmware.
●
Check the control-panel display for correct connections and operation.
●
Check the control-panel display for an error code.
Does the LED blink at a steady rate of one blink per second? If not, then perform the following checks:
●
Check the firmware.
●
Check the formatter.
●
Check the control-panel display for an error code.
If the control-panel display does not illuminate, perform an engine test to check the engine. You must have media loaded in tray 2 for the engine test.
Diagnostics mode
Some of the diagnostics tests automatically put the printer into a special diagnostics mode. During the special diagnostics mode the printer performs actions that normally cause the printer to enter an error state. Always follow the control panel directions in the DIAGNOSTICS menu to exit the special diagnostics mode correctly and return the printer to a normal state.
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Diagnostics that put the engine into the special diagnostics mode
Four diagnostics tests put the engine into a special state:
●
Disable cartridge check
●
Sensor test
●
Manual sensor test
●
Component test
While the printer is in the special diagnostics mode, the following message should appear:
READY DIAGNOSTICS MODE
TO EXIT PRESS STOP KEY
When the printer is in the special diagnostics mode, these four tests appear in the menu and are available to be run. To gain access into other diagnostic tests or to leave the special state, press Stop , and then select Exit. The printer resets itself, and then returns to the normal state.
NOTE:
You need to have a good understanding of how the printer operates in order to use the engine diagnostics successfully. Before proceeding with these diagnostic tests, make sure that you understand the information in chapter 4 of this manual.
Diagnostic tests
Different tests can be used to isolate different types of issues. For component or noise isolation, you can run the diagnostic test after removing the covers. Removing the covers provides a better view of the areas that are being tested. To operate the printer with the covers removed, the door switch lever
(SW1, callout 1) must be depressed (this is the door-closed position).
WARNING!
Be careful when performing printer diagnostics to avoid the risk of injury. Only trained service personnel should open and run the diagnostics with the covers removed. Never touch any of the power supplies when the printer is turned on.
ENWW Diagnostics 229
Figure 6-3
Door switch and fuser interlock
1
NOTE:
Any time that a cartridge is installed or removed while the covers are removed, the door interlock must be cycled to simulate opening and closing the top cover in order for the engine to recognize the change. When the covers are installed, the door switch and fuser interlock are automatically operated. When the covers are removed, you must perform these steps manually.
Individual diagnostic tests
The following sections explain in more detail how to operate the various diagnostics correctly.
Print the event log page
The event log lists the printer events, including jams, service errors, and other printer conditions.
1.
Press Menu to open the MENUS.
2.
Press to highlight DIAGNOSTICS, and then press .
3.
Press to highlight PRINT EVENT LOG, and then press .
The message Printing... EVENT LOG appears on the display until the printer finishes printing the event log. The printer returns to the Ready state after printing the event log.
View the event log on the control-panel display
The event log lists the last 50 printer events on the control-panel display. (The most recent event is listed first.)
1.
Press Menu to open the MENUS.
2.
Press to highlight DIAGNOSTICS, and then press .
3.
Press to highlight SHOW EVENT LOG, and then press .
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Print the print-quality (PQ) troubleshooting pages
The PQ troubleshooting pages are print-quality assessment pages that you can use to troubleshoot print-quality problems. Follow the instructions on the first page of the print-quality troubleshooting pages to solve print-quality problems.
1.
Press Menu to open the MENUS.
2.
Press to highlight DIAGNOSTICS, and then press .
3.
Press to highlight PQ TROUBLESHOOTING, and then press .
The message PRINTING... PQ TROUBLESHOOTING appears on the control-panel display until the printer finishes printing the PQ troubleshooting pages. The printer returns to the Ready state after printing the PQ troubleshooting pages.
Disable cartridge check (special mode test)
Use this diagnostic test to print internal pages or send an external job to the printer when one or more print cartridges are removed or exchanged. Because the cartridges are not keyed, the diagnostic test can be run when one to four cartridges have been removed or moved to another location (exchanged).
Consumable supply errors are ignored while the printer is in this mode.
When the printer is in this mode, you can navigate the menus and print internal pages or send an external print job to the printer. This diagnostic test can be used to isolate print-quality problems that are related to individual cartridges and to isolate individual cartridge problems, such as noise.
NOTE:
Any time that a cartridge is installed or removed while the covers are removed, the door interlock must be cycled to simulate opening and closing the top cover in order for the engine to recognize the change. When the covers are installed, the door switch and fuser interlock are automatically operated. When the covers are removed, you must perform these steps manually.
1.
Press Menu to open the MENUS.
2.
Press to highlight DIAGNOSTICS, and then press .
3.
Press to highlight DISABLE CARTRIDGE CHECK, and then press .
To exit this diagnostic test, press Stop and then select EXIT DIAGNOSTICS.
Paper-path sensor test
This test shows the status of each paper-path sensor.
1.
Press Menu to open the MENUS.
2.
Press to highlight DIAGNOSTICS, and then press .
3.
Press to highlight PAPER PATH SENSORS, and then press .
4.
Print an internal page, and observe the status of the sensors as the page moves through the printer.
Paper-path test
This diagnostic test generates one or more test pages that you can use to isolate the cause of jams.
ENWW Diagnostics 231
To isolate a problem, specify which input tray to use, specify whether to use the duplex path, and specify the number of copies to print. Print multiple copies to help isolate intermittent problems. The following options become available after you start the diagnostic feature:
●
PRINT TEST PAGE. Run the paper-path test from the default settings: tray 2, no duplex, and one copy. To specify other settings, scroll down the menu and select the setting, and then scroll back up and select PRINT TEST PAGE to start the test.
●
SOURCE. Select tray 1, tray 2, or optional tray 3.
● DUPLEX. Enable or disable 2-sided printing.
●
COPIES. Select the number of sheets to use during the test.
1.
Press Menu to open the MENUS.
2.
Press to highlight DIAGNOSTICS, and then press .
3.
Press to highlight PAPER PATH TEST, and then press .
4.
Select the paper-path test options when the printer prompts you.
Manual sensor test (special mode test)
Use this diagnostic test to test the printer sensors and switches.
NOTE:
To eliminate the flickering on the control-panel display during this test, leave the door switch in the open state.
1.
Press Menu to open the MENUS.
2.
Press to highlight DIAGNOSTICS, and then press .
3.
Press to highlight MANUAL SENSOR TEST, and then press .
To exit this diagnostic, press the Stop button, and then select EXIT DIAGNOSTICS.
Menus cannot be opened during component tests, so serves the same function as the Stop button.
To toggle a sensor, find and move the sensor flags in the following locations.
Table 6–28 shows how these letter designations correspond to the paper-path sensors. For a diagram
that shows the physical location of these sensors, see Sensors in the pickup-and-feed system trays
NOTE:
Sensor P is only present when the optional 500-sheet feeder is attached.
Table 6-28 Manual sensor test
Name Symbol Paper-path sensors
Manual sensor test
A Top-of-page sensor SR710 0 or 1 0 or 1
232 Chapter 6 Troubleshooting ENWW
G
I
H
Table 6-28 Manual sensor test (continued)
Name Symbol
J
K
B
C
D
E
F
L
M
Paper loop sensor
N/A
SR6001
N/A
Fuser paper delivery sensor
Delivery-tray paper-full sensor
SR6005
SR706
Fuser pressure-release sensor
SR705
Media sensor J7007
N/A
Multipurpose tray paper sensor
N/A
SR707
Cassette paper sensor SR709
Door open detection switch
SW1
Developing estrangement sensor
(Yellow, magenta, and cyan)
Developing estrangement sensor
(Black)
SR712
SR711
Paper-path sensors
0 or 1
0
0 or 1
0 or 1
0
0 or 1
0 or 1 0 or 1
0 or 1
0, 1, 3, 4, 5, 6, 7
N/A
N/A
N/A
N/A
N/A
N/A
0 or 1
N/A
N/A
0 or 1
0 or 1
0 or 1
0 or 1
0 or 1
N Multipurpose tray media-position sensor
SR708
Duplex reverse sensor SR823
N/A 0 or 1
O 0 or 1 0 or 1
1
2
P Paper present sensor SR4013 N/A 0 or 1
0 = off; 1 = on
0 = unknown media; 1 = normal media; 3 = overhead transparency; 4 = glossy; 5 = glossy film; 6 = heavy media; 7 = light media
Component test (special mode test)
Use the component test to exercise individual parts independently to isolate problems.
Each component test can be performed once or repeatedly. If CONTINUOUS is selected from the dropdown menu as the repeat option, the test will cycle the component on and off. This process continues for 2 minutes, and then the test ends.
ENWW Diagnostics 233
NOTE:
The door interlock switch must be defeated to run any of the component tests. If covers are removed, the door switch must be manually cycled during some tests in order for the engine to recognize a change. The ETB assembly can be open, closed, or removed while some of these tests are executing.
Print cartridges can be installed or removed during certain tests. The control-panel display prompts for the removal of some or all of the cartridges during certain tests in order to rotate and isolate certain components, and to protect the cartridges and ETB.
1.
Press Menu to open the MENUS.
2.
Press to highlight DIAGNOSTICS, and then press .
3.
Press to highlight COMPONENT TEST, and then press .
4.
Select the component test options when the printer prompts you.
Menus cannot be opened during component tests, so serves the same function as the Stop button.
You can perform the following component tests:
●
Transfer motors. This test turns the components that are involved in the image-transfer process: the cartridge motors, the ETB motor and belt, and the print cartridges (if the ETB is closed). You can remove or install print cartridges during this test.
● Belt only. This test turns only the ETB motor and belt. The control-panel display prompts you to remove the cartridges because the ETB belt contacts the photosensitive drums and cannot turn without them also rotating the drums. Rotating the photosensitive drums can damage the belt or photosensitive drums. If covers are removed, you must manually activate the door switch after removing the cartridges in order to run the test.
●
Cartridge motors. This test rotates only the print-cartridge drive motors. The control-panel display prompts you to remove at least one cartridge because the ETB belt contacts the photosensitive drums and cannot turn without also rotating the drums. The engine rotates the cartridge motor(s) for only the cartridges that are removed. To rotate all motors sequentially, remove all of the cartridges; to isolate one motor, remove only that cartridge. If covers are removed, you must manually activate the door switch after removing the cartridges in order to perform the test. Always start this test with all of the cartridges installed, and activate the door switch so that the printer recognizes the configuration. Then you can proceed with the test by removing one or more cartridges.
● Black, Magenta, Yellow, Cyan laser/scanners. Use these tests to rotate each scanner motor individually.
●
Fuser motor. Use this test to rotate the fuser motor and drive gears.
● Fuser pressure release motor. Use this test to rotate the fuser pressure-release motor.
●
Alienation motor (also called the developing disengaging motor). This test moves the developing disengaging motor, clutches and gears, and plates through their positions.
● ETB contact/alienation. This test activates the ETB motors and solenoid.
●
Tray 1 pickup solenoid. This test activates and releases the multipurpose tray (tray 1) pickup solenoid.
● Tray 2 pickup motor. This test activates and moves the tray 2 pickup motor and gear train.
●
Tray 2 pickup solenoid. This test activates and releases the tray 2 pickup solenoid.
234 Chapter 6 Troubleshooting ENWW
●
Tray 3 pickup motors and solenoids. These tests run the same way as the tray 2 pickup motor and solenoid test.
NOTE:
You must have the tray partially installed or must manually lift the pickup roller assembly/ lifter plate.
● Duplexer pickup motor. This test activates and moves the duplexer pickup motor.
Print/Stop test
Use this diagnostic test to isolate the cause of problems such as image-formation defects and jams in the engine. During this test you can stop the paper anywhere along the printer paper path. The test can be programmed to stop printing internal pages or an external print job when the paper reaches a certain position. The test can also be programmed to stop from 0 to 60,000 mS. If the timer is set to a value that is greater than the job print time, you can recover the printer the following ways:
● After the print job is complete, press Stop to return to the DIAGNOSTICS menu before the timer times out.
●
After the timer times out, press Stop . Activate the door switch to restart the engine and return it to a normal state.
When the timer trips, the message Printing stopped Press to continue appears on the controlpanel display. Press Menu to print the previously selected job. If you do not want the previous job to print, press Stop and then press Menu .
NOTE:
Do not attempt to perform a Print/Stop test while the printer is calibrating because you will be required to turn the printer off and then on again. If a jam message appears on the control-panel display during testing, activate the door switch.
ENWW Diagnostics 235
Test pages
Engine test page
Print an engine test page to make sure that the printer is functioning. Use a small, pointed object to depress the test-page switch on the back of the printer.
Figure 6-4
Engine test page
Formatter test
Print a configuration page to make sure that the formatter is functioning.
1.
Press Menu to open the MENUS.
2.
Press to highlight INFORMATION, and then press .
3.
Press to highlight PRINT CONFIGURATION, and then press .
Half-self test
Perform a half-self test to determine which stage of the print process is malfunctioning.
1.
Press Menu .
2.
Press to highlight INFORMATION, and then press .
3.
Press to highlight PRINT DEMO, and then press to print a demo page.
4.
Open the front cover when the leading edge of the paper exits the printer.
5.
Remove the print cartridges.
6.
Open the print-cartridge drum shield to view the drum surface. If a dark and distinct toner image is present on the drum surface, then the two functions of the electrophotographic process are
236 Chapter 6 Troubleshooting ENWW
functioning (image-formation and development). Any failure is occurring in the transfer or fusing stage.
Drum-rotation test
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 motor through a system of gears on the right side of the printer.
NOTE:
This test is especially important if refilled print cartridges have been used.
1.
Open the front door.
2.
Remove the print cartridges.
3.
Mark the drive gear on the cartridge with a felt-tipped marker. Make note of the position of the mark.
4.
Install the print cartridges and close the front door. The startup sequence should rotate the drum enough to move the mark.
5.
Open the front door and inspect the gear that was marked in step 3. Verify that the mark moved.
If the mark did not move, inspect the drive shaft that moves into the print-cartridge area when the front door is closed to make sure that it is meshing with the print cartridge. If the drive shaft looks functional and the drum does not move, then replace the print cartridge. If the drive shaft is damaged, then replace the printer.
ENWW Test pages 237
Engine resets
Use the following information to perform system-wide reset procedures. Customers do not have access to this information.
Engine resets
Cold reset
A cold reset unlocks menus that have been previously locked and resets all control-panel menu items to the factory defaults. A cold reset does not clear the values in the Service menu, such as the serial number and the page counts.
NOTE:
Before performing a cold reset, print a menu map and a configuration page. Use the information on these pages to reset customer-specific settings.
CAUTION:
All HP Jetdirect settings are also reset. Be sure to print a configuration page before performing a cold reset. Make note of the IP address that is listed on the Jetdirect configuration page.
You might need to restore the IP address after performing a cold reset.
To perform a cold reset
1.
Turn the printer off and then on.
2.
When the printer begins its initialization sequence, press and hold until all LEDs are lit.
3.
Press until COLD RESET appears, and then press .
NVRAM initialization
CAUTION:
All HP Jetdirect settings are also reset. Be sure to print a configuration page before performing an NVRAM initialization. Make note of the IP address that is listed on the Jetdirect configuration page. You need to restore the IP address after performing an NVRAM initialization.
Performing an NVRAM initialization resets the following settings and information:
● All menu settings are reset to factory default values.
●
All localization settings, including language and country/region, are reset.
After performing an NVRAM initialization, reconfigure any computers that print to this printer so that the computers can recognize the printer.
To perform an NVRAM initialization
1.
Turn the printer off and then on.
2.
When the printer begins its initialization sequence, press and hold until all LEDs are lit.
3.
Press one time, and then press Menu .
4.
Press until NVRAM INIT appears, and then press .
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Hard-disk initialization
A hard-disk initialization erases and reformats the hard disk. Perform a hard-disk initialization only if an error message on the control panel indicates a disk error. Always try initializing the hard disk before replacing it.
NOTE:
Before performing a hard-disk initialization, print a menu map and a configuration page. Use the information on these pages to reset any customer-specific settings.
To perform a hard-disk initialization
1.
Turn the printer off and then on.
2.
When the printer begins its initialization sequence, press and hold Menu until all LEDs are lit.
3.
Press one time. INITIALIZE DISK appears on the control-panel display.
4.
Press one time. A series of asterisks appears on the control-panel display. Wait for the printer to complete its initialization sequence.
ENWW Engine resets 239
Service ID
When printing from an HP Color LaserJet 3000/3600/3800/CP3505 Series printer, this information appears on the configuration page, which eliminates the need for customers to keep paper receipts for proof of the warranty. Because the printer has an internal clock, the availability of the service ID date depends on the printer being connected to a source that can provide the date, in this case a time server that is on the same network as the printer. When the printer is not connected to a date source, the service
ID is not available, and 00000 appears on the configuration page.
Converting the Service ID to an actual date
You can use the printer Service ID number to determine whether the printer is still under warranty. Use the following procedure to convert the Service ID into the installation date.
1.
Add 1990 to YY to determine the actual year that the printer was installed.
2.
Divide DDD by 30 (and, if there is a remainder, add 1 to the quotient) to determine the month the printer was installed.
3.
The remainder from the calculation in step 2 is the day of the month. If no remainder resulted from the calculation in step 2, then the day of the month is the 30th.
Using the Service ID 12287 as an example, the date conversion is as follows:
1.
12 + 1990 = 2002, so the year is 2002.
2.
287 divided by 30 = 9 with a remainder of 17. Add 1 to 9 to get 10, so the month is October.
3.
The remainder (from the above calculation) is 17, so that is the day of the month.
4.
The complete date is 17-October-2002.
A 6-day grace period is built into the date system.
Restoring the Service ID
If you replace the formatter, the Service ID is lost and must be restored. Use this menu item to reset the
Service ID, which is calculated based on the date the printer was first used. The date format is YYDDD.
Use the following procedure to calculate the Service ID.
1.
To calculate YY, subtract 1990 from the calendar year.
2.
To calculate DDD, use the following formula: 30 * (calendar month – 1) + calendar day = DDD. (If the calendar day is 31, use 30 instead.)
Using October 17, 2002, as the date the printer was first used, the service ID conversion is as follows:
a.
2002 minus 1990 = 12, so YY = 12.
b.
10 minus 1 (calendar month minus 1) = 9.
c.
9 times 30 = 270.
d.
270 plus 17 (the calendar day) = 287, so DDD = 287.
e.
The complete service ID number is 12287.
240 Chapter 6 Troubleshooting ENWW
Troubleshooting diagrams
The diagrams in this section include connector locations, DC controller connectors, major assembly locations, printer timing, and printed circuit block diagrams.
Connector locations
Use these diagrams to identify connector locations.
Figure 6-5
Printer connector locations
ENWW Service ID 241
Figure 6-6
500-sheet tray connector locations
242 Chapter 6 Troubleshooting ENWW
Major assemblies
Use this diagram to identify major assemblies in the printer.
Figure 6-7
Major assemblies (1 of 5)
1
2
3
4
6
1.
Fuser drive assembly
2.
Developing-separation drive assembly
3.
Pickup drive assembly
4.
Laser/scanner assembly
5.
Pickup-and-feed assembly
6.
Main drive assembly
ENWW Service ID 243
Figure 6-8
Major assemblies (2 of 5)
2 3 4
6
1
10
11
12
13
8
7
9
1.
Main fan
2.
Fuser drive motor
3.
Print cartridge drive motors (M6, M7, M8, M9)
4.
Pickup-and-feed motor (M4)
5.
Developing separation solenoids (SL5014 and SL5015)
6.
ETB drive motor (M5)
7.
Developing separation solenoid (SL5011)
8.
Cassette pickup solenoid (SL5012)
9.
Multipurpose tray pickup solenoid (SL5013)
10.
Duplex reverse-drive motor
11.
Duplex flapper solenoid (SL10)
12.
Duplex-feed-drive motor (M11)
13.
Door fan (duplex models only)
244 Chapter 6 Troubleshooting ENWW
ENWW
Figure 6-9
Major assemblies (3 of 5)
1
2
4
3
1.
Cartridge sensor assembly
2.
Paper and registration sensor covers
3.
Cassette media sensor (HP Color LaserJet 3600, 3800, and CP3505 only)
4.
Temperature sensor
5.
Media sensor assembly (500-sheet feeder)
Service ID 245
Figure 6-10
Major assemblies (4 of 5)
1
2
3
4
1.
Duplex-reverse-drive assembly
2.
Duplex-delivery-drive assembly
3.
Duplex-feed-drive assembly
4.
Position guide and duplex paper-feed assemblies
246 Chapter 6 Troubleshooting ENWW
ENWW
Figure 6-11
Major assemblies (5 of 5)
1
2
3
7
6
4
1.
Low-voltage power supply
2.
DC controller PCA
3.
High-voltage power supply
4.
Memory-controller PCA
5.
Driver PCA
6.
Control panel
7.
Duplex-driver PCA
Service ID 247
DC controller connectors
This diagram shows the connectors on the DC controller PCA.
Figure 6-12
DC controller connectors
J1005
J1002
J1006
J1004
J1024
J1014
J1023
J1022
J1020
J1019
J1009
J1018
J1021
248 Chapter 6 Troubleshooting ENWW
Timing diagram
Figure 6-13
Timing diagram (HP LaserJet 3000/3800/CP3505)
ENWW Service ID 249
Figure 6-14
Timing diagram (HP LaserJet 3600)
250 Chapter 6 Troubleshooting ENWW
Circuit diagrams
The following diagrams show the printer circuits.
Figure 6-15
General circuit diagram (1 of 2)
ENWW Service ID 251
Figure 6-16
General circuit diagram (2 of 2)
252 Chapter 6 Troubleshooting ENWW
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