HP Color LaserJet Managed MFP E77822, E77825, E77830

HP Color LaserJet Managed Flow MFP E77822, E77825, E77830

Control Panel Message Document (CPMD)

www.hp.com/support/colorljE77800mfp
 HP Color LaserJet Managed MFP E77822,
E77825, E77830 - Control Panel Message
Document (CPMD)

SUMMARY

This document provides error-code troubleshooting information

Legal information
Copyright and License Trademark Credits

© Copyright 2023 HP Development Adobe®, Adobe Photoshop®, Acrobat®, and

Company, L.P. PostScript® are trademarks of Adobe
Systems Incorporated.
Reproduction, adaptation, or translation
without prior written permission is Apple and the Apple logo are trademarks of
prohibited, except as allowed under the Apple Inc., registered in the U.S. and other
copyright laws. countries.
The information contained herein is subject macOS is a trademark of Apple Inc.,
to change without notice. registered in the U.S. and other countries.
The only warranties for HP products and AirPrint is a trademark of Apple Inc.,
services are set forth in the express registered in the U.S. and other countries.
warranty statements accompanying such
products and services. Nothing herein Google™ is a trademark of Google Inc.
should be construed as constituting an
additional warranty. HP shall not be liable Microsoft®, Windows®, and Windows Server®
for technical or editorial errors or omissions are U.S. registered trademarks of Microsoft
contained herein. Corporation.

Edition 2.0, 04/2024 UNIX® is a registered trademark of The Open

Group.
Table of contents

1 Document last updated ................................................................................................................................................................................................................... 1

2 About this document........................................................................................................................................................................................................................ 2

3 Control-panel message types................................................................................................................................................................................................... 3

Error-code and control-panel-message troubleshooting overview......................................................................................................... 3
Error codes (types and structure) ......................................................................................................................................................................... 3

4 How to search for printer documentation........................................................................................................................................................................ 6

WISE - How to access and use............................................................................................................................................................................................ 6
Accessing WISE.................................................................................................................................................................................................................. 6
Using WISE to search for error codes..............................................................................................................................................................10
Using WISE to access repair and replace videos for FRUs .............................................................................................................. 12

5 Printer service information.........................................................................................................................................................................................................17

6 Numerical control panel messages....................................................................................................................................................................................18

10.WX.YZ error messages .....................................................................................................................................................................................................18
10.wx.yz error messages ............................................................................................................................................................................................18
10.xx.03, cartridge or drum error ..........................................................................................................................................................................19
10.0x.15 Install <supply> ............................................................................................................................................................................................. 20
10.0x.35 Incompatible <supply> .......................................................................................................................................................................... 25
10.0x.60 Toner low .......................................................................................................................................................................................................... 26
10.0x.60 Drum unit low .................................................................................................................................................................................................27
10.0x.69 or 10.0x.70 Toner empty ......................................................................................................................................................................... 28
10.0x.69 or 10.0x.70 Drum unit worn ..................................................................................................................................................................30
10.0x.89 or 10.0x.90 Toner supply error ........................................................................................................................................................... 31
10.10.60 Transfer roller low ....................................................................................................................................................................................... 34
10.10.69, 10.10.70 Transfer roller worn ................................................................................................................................................................ 35
10.22.60 ITB Low .............................................................................................................................................................................................................. 35
10.22.69 / 10.22.70 ITB Worn ....................................................................................................................................................................................36
10.23.15, 10.26.15 Fuser assembly not installed ..........................................................................................................................................37
10.23.35, 10.26.35 Incompatible fuser assembly .....................................................................................................................................38
10.23.69, 10.23.79 or 10.26.69, 10.26.70 Fuser assembly worn ......................................................................................................... 39
10.31.15 Toner collection unit not installed .................................................................................................................................................... 39
10.31.60, 10.31.69 Toner collection unit full ..................................................................................................................................................... 41
10.3x.60 Developer Unit Low .................................................................................................................................................................................. 44
10.3x.69, 10.0x.70 Developer Unit Empty ........................................................................................................................................................ 45
10.36.69 / 10.36.70 Image transfer belt (ITB) cleaner worn ...............................................................................................................46
11.WX.YZ error messages ......................................................................................................................................................................................................47
11.* errors................................................................................................................................................................................................................................47
13.WX.YZ error messages .................................................................................................................................................................................................... 49
13.* errors.............................................................................................................................................................................................................................. 49
13.A3.A3 ................................................................................................................................................................................................................................56

iii
 13.A3.D3 ................................................................................................................................................................................................................................60
13.A3.D4 .................................................................................................................................................................................................................................64
13.A3.D5 ..................................................................................................................................................................................................................................78
13.A3.FF ...................................................................................................................................................................................................................................87
13.A4.A4 ................................................................................................................................................................................................................................90
13.A4.A5 ................................................................................................................................................................................................................................93
13.A4.D4 ................................................................................................................................................................................................................................96
13.A4.D5 ..............................................................................................................................................................................................................................100
13.A4.FF Paper Jam ....................................................................................................................................................................................................103
13.A5.A5 ...............................................................................................................................................................................................................................105
13.A5.D5 ..............................................................................................................................................................................................................................108
13.A7.A4 .................................................................................................................................................................................................................................. 111
13.A7.A5 .................................................................................................................................................................................................................................124
13.A7.D4 ................................................................................................................................................................................................................................133
13.A7.D5 .................................................................................................................................................................................................................................147
13.A8.A1 Jam in tray 1 .................................................................................................................................................................................................156
13.A8.A2 Jam in tray 2 ............................................................................................................................................................................................... 162
13.A8.Az Jam in right door ......................................................................................................................................................................................167
13.A8.D1 Jam in tray 1 ................................................................................................................................................................................................. 170
13.A8.D2 Jam in tray 2 ................................................................................................................................................................................................176
13.A8.Dz Jam in right door .....................................................................................................................................................................................180
13.A8.FF ............................................................................................................................................................................................................................... 182
13.B2.Az ................................................................................................................................................................................................................................184
13.B2.D1 Jam in tray 1 .................................................................................................................................................................................................193
13.B2.D2 Jam in tray 2 ...............................................................................................................................................................................................199
13.B2.Dz Jam in right door ....................................................................................................................................................................................203
13.B2.DD ............................................................................................................................................................................................................................. 205
13.B2.FF................................................................................................................................................................................................................................209
13.B4.Dz................................................................................................................................................................................................................................ 213
13.B4.FF Jam in right door.......................................................................................................................................................................................224
13.B9.Az Fuser Jam .................................................................................................................................................................................................... 228
13.B9.Dz Fuser jam...................................................................................................................................................................................................... 232
13.B9.FF Fuser Jam..................................................................................................................................................................................................... 236
13.D2.AZ Jam in Right Door .................................................................................................................................................................................. 240
13.D2.Dz Jam in Right Door....................................................................................................................................................................................249
13.D2.FF Jam in Right Door .................................................................................................................................................................................. 258
13.E1.AZ ................................................................................................................................................................................................................................ 261
13.E1.Dz ............................................................................................................................................................................................................................... 264
13.E1.FF .................................................................................................................................................................................................................................267
13.E2.FF ............................................................................................................................................................................................................................... 269
13.E7.Az ................................................................................................................................................................................................................................272
13.E7.Dz ................................................................................................................................................................................................................................273
13.E7.FF..................................................................................................................................................................................................................................275
13.60.A1, 13.60.A2 or 13.60.A3 ...............................................................................................................................................................................277
13.60.D1, 13.60.D2 or 13.60.D3 .............................................................................................................................................................................289
13.60.FF ................................................................................................................................................................................................................................301
13.63.A1 ................................................................................................................................................................................................................................ 312
13.63.AZ ...............................................................................................................................................................................................................................318
13.63.DZ .............................................................................................................................................................................................................................. 323

iv
 13.63.F0 ............................................................................................................................................................................................................................... 328
13.84.D1 ...............................................................................................................................................................................................................................334
13.84.D2 ..............................................................................................................................................................................................................................339
13.84.F0 ...............................................................................................................................................................................................................................344
13.90.A3 ..............................................................................................................................................................................................................................349
13.90.D3 ..............................................................................................................................................................................................................................355
13.92.D1, 13.92.D2, 13.92.D3 or Jam in the front left door.................................................................................................................. 362
13.92.FF Jam in front left door ............................................................................................................................................................................368
13.98.A3 ...............................................................................................................................................................................................................................375
13.69.A2 or 13.98.D3 ...................................................................................................................................................................................................380
13.92.D1, 13.92.D2, 13.92.D3 or 13.98.D3 Jam in the front left door ............................................................................................386
20.WX.YZ error messages ................................................................................................................................................................................................ 392
20.* errors .......................................................................................................................................................................................................................... 392
30.WX.YZ error messages ................................................................................................................................................................................................ 392
30.* errors.......................................................................................................................................................................................................................... 392
30.01.09 Scanner motor locked ........................................................................................................................................................................393
30.01.41.................................................................................................................................................................................................................................394
30.01.56 Scanner Error, power off/on ...........................................................................................................................................................395
31.WX.YZ error messages ..................................................................................................................................................................................................397
31.* errors............................................................................................................................................................................................................................397
31.03.38 and 31.03.39 .................................................................................................................................................................................................397
31.03.40 and 31.03.41 .................................................................................................................................................................................................399
31.13.00..................................................................................................................................................................................................................................401
31.13.01 ..................................................................................................................................................................................................................................410
31.13.02 ................................................................................................................................................................................................................................. 413
31.13.03 ................................................................................................................................................................................................................................420
31.13.04 ................................................................................................................................................................................................................................ 428
31.13.05 ................................................................................................................................................................................................................................434
32.WX.YZ error messages ................................................................................................................................................................................................438
32.* errors ..........................................................................................................................................................................................................................438
32.08.A1, 32.08.A2, 32.08.A3 ................................................................................................................................................................................438
32.1C.05 ..............................................................................................................................................................................................................................438
32.1C.06 (event code).................................................................................................................................................................................................439
32.1C.07 (event code) .................................................................................................................................................................................................439
32.1C.08 (event code).................................................................................................................................................................................................439
32.1C.09 (event code).................................................................................................................................................................................................439
32.1C.0A (event code) ................................................................................................................................................................................................439
32.1C.0D (event code)................................................................................................................................................................................................440
32.1C.11 (event code) ..................................................................................................................................................................................................440
32.1C.13, 32.1C.14 ............................................................................................................................................................................................................440
32.1C.15 ................................................................................................................................................................................................................................440
32.1C.2E ...............................................................................................................................................................................................................................440
32.1C.2F ................................................................................................................................................................................................................................ 441
32.1C.40 ............................................................................................................................................................................................................................... 441
32.1C.41 ................................................................................................................................................................................................................................. 441
32.1C.42 ................................................................................................................................................................................................................................ 441
32.1C.43 ................................................................................................................................................................................................................................ 441
32.1C.44 ................................................................................................................................................................................................................................ 441

v
 32.1C.45 ............................................................................................................................................................................................................................... 442
32.1C.46 ............................................................................................................................................................................................................................... 442
32.1C.47 ............................................................................................................................................................................................................................... 442
32.1C.48 ............................................................................................................................................................................................................................... 442
32.1C.49 ............................................................................................................................................................................................................................... 442
32.1C.4A ..............................................................................................................................................................................................................................443
32.1C.56 ..............................................................................................................................................................................................................................443
32.1C.57 ...............................................................................................................................................................................................................................443
32.1C.58 ..............................................................................................................................................................................................................................443
32.1C.60 ..............................................................................................................................................................................................................................443
32.1C.61 ................................................................................................................................................................................................................................444
32.1C.62 ...............................................................................................................................................................................................................................444
32.1C.68 ..............................................................................................................................................................................................................................444
32.1C.69 ...............................................................................................................................................................................................................................444
32.1C.6A ..............................................................................................................................................................................................................................444
32.1C.6D ..............................................................................................................................................................................................................................444
33.WX.YZ error messages ................................................................................................................................................................................................445
33.* errors..........................................................................................................................................................................................................................445
33.01.xx ...............................................................................................................................................................................................................................446
33.04.01 Missing TPM.................................................................................................................................................................................................447
33.04.02 Missing TPM................................................................................................................................................................................................447
33.04.03 Unknown TPM ...........................................................................................................................................................................................448
33.04.04 or 33.04.05 Unknown TPM................................................................................................................................................................448
33.05.0z SureStart errors .....................................................................................................................................................................................449
33.05.1x Whitelisting errors ..................................................................................................................................................................................450
33.05.2x Intrusion detection errors ...............................................................................................................................................................450
33.05.5z Intrusion detection errors ................................................................................................................................................................ 451
40.WX.YZ error messages ................................................................................................................................................................................................ 452
40.* errors.......................................................................................................................................................................................................................... 452
40.00.01 USB I/O buffer overflow To continue, touch “OK” ............................................................................................................ 452
40.00.02 Embedded I/O buffer overflow To continue, touch “OK” ............................................................................................ 453
40.00.03 EIO [x] buffer overflow To continue, touch “OK” ............................................................................................................... 453
40.00.04 EIO [x] bad transmission To continue, touch “OK” .......................................................................................................... 453
40.00.05 Embedded I/O bad transmission To continue, touch OK .......................................................................................... 453
40.08.0x USB storage accessory removed ............................................................................................................................................. 453
40.0x.05 USB storage accessory removed ............................................................................................................................................. 453
41.WX.YZ error messages ................................................................................................................................................................................................. 454
41.* errors ........................................................................................................................................................................................................................... 454
41.03.YZ Unexpected size in tray [X] ............................................................................................................................................................... 454
41.03.FZ Unknown Misprint Error ......................................................................................................................................................................457
42.WX.YZ error messages ................................................................................................................................................................................................459
42.* errors ..........................................................................................................................................................................................................................459
42.B0.01 ...............................................................................................................................................................................................................................460
44.WX.YZ error messages ................................................................................................................................................................................................460
44.* errors..........................................................................................................................................................................................................................460
44.01.xx Error Event log message ....................................................................................................................................................................461
44.02.xx Error Event log message (Multifunction product only.).................................................................................................461

vi
 44.03.xx Error Event log message ...................................................................................................................................................................461
44.04.xx Error Event log message (Multifunction product only.) ............................................................................................... 462
44.05.xx Error Event log message (Multifunction product only.) ............................................................................................... 462
44.07.xx Error Event log message (Multifunction product only.) ................................................................................................ 462
44.08.xx Error Event log message (Multifunction product only.) ............................................................................................... 462
44.10.xx Error Event log message (Multifunction product only.)................................................................................................. 462
44.11.0E Error Event log message (Multifunction product only.).................................................................................................463
44.11.xx Error Event log message (Multifunction product only.)..................................................................................................463
44.12.0E Error Event log message (Multifunction product only.)................................................................................................463
44.12.xx Error Event log message (Multifunction product only.).................................................................................................463
44.16.01 Error Event log message (Multifunction product only.).................................................................................................463
44.16.02 Error Event log message (Multifunction product only.)................................................................................................464
44.16.03 Error Event log message (Multifunction product only.)................................................................................................464
44.16.04 Error Event log message (Multifunction product only.)................................................................................................464
44.16.05 Error Event log message (Multifunction product only.)................................................................................................464
44.16.06 Error Event log message (Multifunction product only.)................................................................................................465
44.16.07 Error Event log message (Multifunction product only.).................................................................................................465
44.16.08 Error Event log message (Multifunction product only.)................................................................................................465
44.16.09 Error Event log message (Multifunction product only.)................................................................................................465
44.16.0A Error Event log message (Multifunction product only.) ...............................................................................................466
44.16.0B Error Event log message (Multifunction product only.) ...............................................................................................466
44.16.0D Error Event log message (Multifunction product only.) ...............................................................................................466
44.16.0E Error Event log message (Multifunction product only.)................................................................................................466
44.16.0F Error Event log message (Multifunction product only.).................................................................................................467
44.16.10 Error Event log message (Multifunction product only.) ..................................................................................................467
44.16.FF Error Event log message (Multifunction product only.) .................................................................................................467
44.34.xx Error Event log message ....................................................................................................................................................................467
44.90.xx, 44.91.xx, 44.92.xx Error Event log message .........................................................................................................................467
45.WX.YZ error messages ................................................................................................................................................................................................468
45.00.07 ...............................................................................................................................................................................................................................468
45.00.1C ..............................................................................................................................................................................................................................468
45.00.70 ...............................................................................................................................................................................................................................469
46.WX.YZ error messages .................................................................................................................................................................................................470
46.* error messages ...................................................................................................................................................................................................470
47.WX.YZ error messages...................................................................................................................................................................................................471
47.* errors.............................................................................................................................................................................................................................471
47.00.xx .................................................................................................................................................................................................................................471
47.01.xx .................................................................................................................................................................................................................................472
47.02.xx ................................................................................................................................................................................................................................472
47.03.xx ................................................................................................................................................................................................................................473
47.04.xx ................................................................................................................................................................................................................................473
47.05.xx ................................................................................................................................................................................................................................474
47.06.xx ................................................................................................................................................................................................................................474
47.FC.yz Printer Calibration Failed To continue, touch “OK” ...........................................................................................................475
48.WX.YZ error messages.................................................................................................................................................................................................476
48.* errors...........................................................................................................................................................................................................................476
48.0D.01 Remote Image Disk error ..................................................................................................................................................................477

vii
 49.WX.YZ error messages .................................................................................................................................................................................................477
49.13.01 ..................................................................................................................................................................................................................................477
49.38.0C or 49.38.0D ..................................................................................................................................................................................................477
49.XX.YY Error To continue turn off then on ..............................................................................................................................................479
50.WX.YZ error messages ................................................................................................................................................................................................480
50.* errors..........................................................................................................................................................................................................................480
50.FF.01 Fuser error ....................................................................................................................................................................................................481
50.FF.02 Fuser error .................................................................................................................................................................................................. 482
50.FF.yz Fuser error ...................................................................................................................................................................................................484
54.WX.YZ error messages ................................................................................................................................................................................................486
54.* errors..........................................................................................................................................................................................................................486
54.DD.01, 54.DD.02, 50.DD.03 and 54.DD.04 errors .............................................................................................................................487
54.DD.05, 54.DD.06 and 54.DD.07 error .......................................................................................................................................................489
54.DD.08, 54.DD.09, 54.DD.0A, 54.DD.0B, 54.DD.0C, and 54.DD.0D error ...........................................................................490
56.WX.YZ error messages ................................................................................................................................................................................................ 492
56.* errors.......................................................................................................................................................................................................................... 492
57.WX.YZ error messaages.............................................................................................................................................................................................. 493
57.* errors........................................................................................................................................................................................................................... 493
57.00.01, 57.00.02 Fan failure ............................................................................................................................................................................... 493
57.00.03, 57.00.04, 57.00.28, 57.00.29 Fan failure ................................................................................................................................... 495
57.00.13, 57.00.14, Fan failure ................................................................................................................................................................................496
59.WX.YZ error messages ................................................................................................................................................................................................498
59.* errors ..........................................................................................................................................................................................................................498
59.00.10, 59.00.20 Motor error ............................................................................................................................................................................498
59.00.30, 59.00.40 Motor error ..........................................................................................................................................................................502
59.00.90, 59.00.A0 Motor error ......................................................................................................................................................................... 507
59.00.F0 Motor error .................................................................................................................................................................................................. 512
59.0X.50, 59.0X.60 Motor error ........................................................................................................................................................................... 516
59.09.00 Motor error .................................................................................................................................................................................................. 521
59.0X.70, 59.1X.B0, 59.0X.90, 59.1X.C0 Motor error ................................................................................................................................524
60.WX.YZ error messages................................................................................................................................................................................................ 528
60.00.02 or 60.01.02 ................................................................................................................................................................................................... 528
60.00.03 or 60.01.03 ...................................................................................................................................................................................................530
60.00.04 or 60.01.04 ..................................................................................................................................................................................................533
60.00.05 or 60.01.05 ................................................................................................................................................................................................... 541
61.WX.YZ error messages .................................................................................................................................................................................................544
61.00.00 ...............................................................................................................................................................................................................................544
61.00.01................................................................................................................................................................................................................................. 545
61.00.06 ............................................................................................................................................................................................................................... 545
62.WX.YZ error messages ................................................................................................................................................................................................546
62.* errors..........................................................................................................................................................................................................................546
63.WX.YZ error messages................................................................................................................................................................................................546
63.* errors..........................................................................................................................................................................................................................546
63.00.02, 63.00.03, 63.00.04, or 63.00.05 ....................................................................................................................................................547
63.00.06, 63.00.07, 63.00.08 or 63.00.09 .....................................................................................................................................................549
63.00.0A .............................................................................................................................................................................................................................553

viii
 63.00.0B .............................................................................................................................................................................................................................554
63.00.17, 63.00.18, 63.00.19 or 63.00.1A .......................................................................................................................................................... 555
63.00.1B ..............................................................................................................................................................................................................................556
63.00.20 ..............................................................................................................................................................................................................................557
63.00.22 ..............................................................................................................................................................................................................................559
63.00.23 ..............................................................................................................................................................................................................................560
63.00.2D ..............................................................................................................................................................................................................................561
63.00.2F, 63.00.30, or 63.00.31 ...........................................................................................................................................................................563
63.00.33, or 63.00.34 .................................................................................................................................................................................................565
63.00.35 .............................................................................................................................................................................................................................568
63.00.3B, 63.00.3D, 63.00.3F, or 63.00.41 .....................................................................................................................................................570
63.00.44, 63.00.45, 63.00.46 or 63.00.47 .....................................................................................................................................................580
63.4D.01 ...............................................................................................................................................................................................................................583
63.4D.02 ..............................................................................................................................................................................................................................584
63.53.01................................................................................................................................................................................................................................584
64.WX.YZ error messages ...............................................................................................................................................................................................585
64.01.01.................................................................................................................................................................................................................................585
64.01.02................................................................................................................................................................................................................................586
64.01.03................................................................................................................................................................................................................................586
64.01.04.................................................................................................................................................................................................................................587
64.01.05.................................................................................................................................................................................................................................587
64.01.06 ...............................................................................................................................................................................................................................588
64.01.07 ................................................................................................................................................................................................................................588
64.01.08 ...............................................................................................................................................................................................................................589
64.01.09 ...............................................................................................................................................................................................................................589
64.03.04 ..............................................................................................................................................................................................................................590
65.WX.YZ and 66.WX.YZ error messages ..............................................................................................................................................................590
65.* errors..........................................................................................................................................................................................................................590
65.00.A1...............................................................................................................................................................................................................................590
66.* errors.......................................................................................................................................................................................................................... 592
66.40.36 ............................................................................................................................................................................................................................. 592
66.40.46 ..............................................................................................................................................................................................................................596
66.40.50 .............................................................................................................................................................................................................................596
66.40.83 ..............................................................................................................................................................................................................................597
66.60.17 ...............................................................................................................................................................................................................................598
66.60.25 ..............................................................................................................................................................................................................................600
66.60.27 ..............................................................................................................................................................................................................................603
66.60.28 ..............................................................................................................................................................................................................................609
66.60.30 ..............................................................................................................................................................................................................................615
66.60.32 ...............................................................................................................................................................................................................................616
66.80.04 ............................................................................................................................................................................................................................. 624
66.80.05, 66.80.78 .......................................................................................................................................................................................................630
66.80.06, 66.80.77, 66.80.79 ..................................................................................................................................................................................640
66.80.07 ..............................................................................................................................................................................................................................654
66.80.08 .............................................................................................................................................................................................................................655
66.80.0A ..............................................................................................................................................................................................................................657
66.80.0B .............................................................................................................................................................................................................................662
66.80.0C .............................................................................................................................................................................................................................665

ix
 66.80.20 .............................................................................................................................................................................................................................668
66.80.27 ................................................................................................................................................................................................................................671
66.80.36 ..............................................................................................................................................................................................................................677
66.80.38 .............................................................................................................................................................................................................................685
66.80.46, 66.80.80, 66.80.81, 66.80.82 .......................................................................................................................................................... 687
66.90.11 ................................................................................................................................................................................................................................699
66.90.12 ............................................................................................................................................................................................................................... 705
66.90.13 .................................................................................................................................................................................................................................712
66.90.14 ................................................................................................................................................................................................................................ 719
66.90.15 ................................................................................................................................................................................................................................725
66.90.16 .................................................................................................................................................................................................................................731
66.90.21 ................................................................................................................................................................................................................................732
66.90.22 and 66.90.23 ...............................................................................................................................................................................................734
66.90.43 .............................................................................................................................................................................................................................. 738
67.WX.YZ error messages.................................................................................................................................................................................................. 747
67.* error messages.................................................................................................................................................................................................... 747
67.0E.01 ................................................................................................................................................................................................................................ 747
67.04.02 ...............................................................................................................................................................................................................................748
70.WX.YZ error messages..................................................................................................................................................................................................749
70.* errors............................................................................................................................................................................................................................749
80.WX.YZ error messages.................................................................................................................................................................................................749
80.* errors...........................................................................................................................................................................................................................749
81.WX.YZ error messages..................................................................................................................................................................................................752
81.* errors............................................................................................................................................................................................................................752
82.WX.YZ error messages .................................................................................................................................................................................................755
82.* errors...........................................................................................................................................................................................................................755
82.73.45 Disk Successfully cleaned ............................................................................................................................................................... 757
82.73.46, 82.73.47 ........................................................................................................................................................................................................... 757
90.WX.YZ error messages................................................................................................................................................................................................ 758
90.* errors.......................................................................................................................................................................................................................... 758
98.WX.YZ error messages................................................................................................................................................................................................ 758
98.* errors.......................................................................................................................................................................................................................... 758
98.00.00 ...............................................................................................................................................................................................................................759
98.00.01 or 98.01.00 Corrupt data in firmware volume .....................................................................................................................762
98.00.02 Corrupt data in the solutions volume ......................................................................................................................................762
98.00.03 Corrupt data in the configuration volume ...........................................................................................................................763
98.00.04 Corrupt data in the job data volume ........................................................................................................................................764
99.WX.YZ error messages .................................................................................................................................................................................................764
99.* errors...........................................................................................................................................................................................................................764
99.00.01 Upgrade not performed file is corrupt ....................................................................................................................................765
99.00.02 Upgrade not performed timeout during receive .............................................................................................................765
99.00.04 Upgrade not performed timeout during receive .............................................................................................................765
99.00.05 Upgrade not performed timeout during receive ............................................................................................................ 766
99.00.09 Upgrade canceled by user ............................................................................................................................................................. 766
99.00.10 Upgrade canceled by user .............................................................................................................................................................. 766
99.00.11 Upgrade canceled by user ................................................................................................................................................................ 766

x
 99.00.12 Upgrade not performed the file is invalid ............................................................................................................................... 767
99.00.13 Upgrade not performed the file is invalid ............................................................................................................................... 767
99.00.14 Upgrade not performed the file is invalid ............................................................................................................................... 767
99.00.2x ............................................................................................................................................................................................................................... 767
99.01.xx ............................................................................................................................................................................................................................... 768
99.02.01 ............................................................................................................................................................................................................................... 769
99.02.09 .............................................................................................................................................................................................................................. 769
99.05.00 .............................................................................................................................................................................................................................. 769
99.07.20 Fax error..........................................................................................................................................................................................................773
99.07.YZ Firmware install error ...........................................................................................................................................................................773
99.09.61 Unsupported disk .................................................................................................................................................................................... 774
99.09.62 Unknown disk ............................................................................................................................................................................................ 774
99.09.63 Incorrect disk ............................................................................................................................................................................................775
99.09.64 Disk Nonfunctional ...............................................................................................................................................................................776
99.09.65 Disk data error .........................................................................................................................................................................................776
99.09.66 No boot device. ........................................................................................................................................................................................776
99.09.67 Disk is not bootable please download firmware .............................................................................................................. 777
99.39.73.................................................................................................................................................................................................................................778
99.59.62 Unknown Disk ............................................................................................................................................................................................778
99.59.64 Disk Nonfunctional ................................................................................................................................................................................779
99.59.66 No Boot Disk ..............................................................................................................................................................................................779

7 Alphabetical control panel messages........................................................................................................................................................................... 780

Alphabetical messages ..................................................................................................................................................................................................... 780
Toner Collection Unit Almost Full...................................................................................................................................................................... 780
Tray x overfilled.............................................................................................................................................................................................................. 780

Index............................................................................................................................................................................................................................................................. 783

xi
1 Document last updated

The following is the last time this document was updated:

Last update: March 29, 2024

Document last updated 1

 2 About this document

This document provides error-code troubleshooting information.

IMPORTANT: Procedures and part numbers change. For current information, use the browser-based
format.

Verify PDF is the most current before use. PDF part numbers must be verified with web-based error code
information or parts look-up before parts are ordered.

Choose the format that best meets your needs.

Table 2-1 Content format types

Format Document title example Recommended use

Web-based Go to: Product Detail page > Error ● Quick access to individual
Code Look-up web-based error code
troubleshooting

TIP: Save Product Detail page

URL location in favorites

Web-Base Go To: WISE default Search page > ● Access to individual web-based
Enter [Product] and error code error code troubleshooting

● Web-based: Most up-to-date

information available

PDF [Product] - Control Panel Message ● Use when support portals are
Document (CPMD) PDF NOT accessible at time of
service

● Use when a printable document

is needed

NOTE: Always refer to the printer

service manual for removal and
replacement procedures

NOTE: For current information, use

the Web-based format.

2 Chapter 2 About this document

3 Control-panel message types

The control-panel messages and event code entries indicate the current printer status or situations that
might require action.

NOTE: Event log errors do not appear on the control-panel display. Open the event log to view or print
the event log errors.

A control-panel message displays temporarily and might require you (or the applicable user) to
acknowledge the message by touching the OK button to resume printing or by touching the Stop button
to cancel the job.

With certain messages, the job might not finish printing, or the print quality might be affected. If the
message is related to printing and the auto-continue feature is on, the printer will attempt to resume
printing after the message has appeared for 10 seconds without acknowledgement.

For some messages, restarting the printer might fix the problem. If a critical error persists, the printer
might require service.

Error-code and control-panel-message troubleshooting

overview
This section provides information on error codes and searching for information.

Error codes (types and structure)

Error codes and control-panel messages display on the printer control panel to indicate the current
printer status or situations that might require action. Error codes are numerical, or alphanumerical, and
have a set structure with six characters (example: 13.WX.YZ).

● The first two characters are numeric and represent the system component that is causing the error.
For example, in error code 10.22.15, 10 = Supplies for HP LaserJets.

● The remaining four characters (W, X, Y, and Z values) further define the error.

HP LaserJet and HP PageWide Enterprise error codes are documented in the control panel message
document (CPMD) for each printer.

The CPMD is a comprehensive list of error codes, diagnostic and troubleshooting steps to clear or
resolve the error, and other helpful information such as service mode pins and part numbers.

The CPMD is continually updated and republished with the latest information for the following error
codes.

Table 3-1 ERROR CODES: The first two characters

Error code System Component System Error Description

10.WX.YZ Supplies (LaserJet) Supply error or supply memory error.

11.WX.YZ Real-time clock Internal error with the clock on the formatter.

13.WX.YZ Jam (LaserJet) Paper jam or open door jam error.

Control-panel message types 3

 Table 3-1 ERROR CODES: The first two characters (continued)

Error code System Component System Error Description

15.WX.YZ Jam (PageWide) Paper jam or open door jam error.

17.WX.YZ Supplies (PageWide) Supply error or supply memory error.

20.WX.YZ Printer memory Insufficient memory or buffering error.

21.WX.YZ Page Page complexity causing a decompression error

when trying to process job.

30.WX.YZ Scanner Flatbed scanner error occurring inside the unit.

31.WX.YZ Document feeder Document feeder, scanner, or jam error.

32.WX.YZ Backup, restore, or reset Backup, restore, or reset notification or error.

33.WX.YZ Security Backup, Disk, EFI BIOS, Firmware integrity

(SureStart), or Trusted Platform Module (TPM)
notification or error.

40.WX.YZ Input/Output (I/O) Partition manager, secure erase, or USB

accessory error.

41.WX.YZ Fuser, Laser scanner, or Paper path Miscellaneous error including general and
misprint or mismatch errors typically involving
(but not limited to) the fuser, the laser scanner,
or the paper path.

42.WX.YZ Firmware Firmware failure involving the Event Log, Shell,

System Manager, or other component.

44.WX.YZ Firmware Firmware failure involving a digital sending

component.

45.WX.YZ OXPd/Web Kit (PageWide) Informational notifications involving the OXPd

Web Kit (communications log).

46.WX.YZ Engine (LaserJet) Engine communication error.

47.WX.YZ Firmware Job parser or printer calibration error.

48.WX.YZ Firmware PJA job accounting, job management, or job

pipeline error.

49.WX.YZ Firmware Firmware communication error.

50.WX.YZ Fuser (LaserJet) Fuser error.

51.WX.YZ Laser scanner (LaserJet) Laser scanner beam error.

52.WX.YZ Laser scanner (LaserJet) Laser scanner startup error.

54.WX.YZ Sensor Sensor error (not jam related).

55.WX.YZ DC controller (LaserJet) DC controller communication error.

56.WX.YZ Paper handling (LaserJet) Paper input/output or accessory error.

57.WX.YZ Fan Fan error.

58.WX.YZ Sensor Engine sensor failure.

59.WX.YZ Motor (LaserJet) Motor error.

60.WX.YZ Tray motor error (LaserJet) Tray lifting or pick up error.

61.WX.YZ Engine (PageWide) Print engine error with the 8–bit data package.

4 Chapter 3 Control-panel message types

Table 3-1 ERROR CODES: The first two characters (continued)

Error code System Component System Error Description

62.WX.YZ System (LaserJet) LaserJet internal system error.

Print bar (PageWide) PageWide print system error.

63.WX.YZ Engine (LaserJet) General engine error (electrical, communication,

etc.).

65.WX.YZ Connector Output accessory connection error.

66.WX.YZ Output accessory Output accessory error.

67.WX.YZ Input accessory Input accessory connection error

69.WX.YZ Duplexer Duplexer error.

70.WX.YZ DC controller (LaserJet) DC controller firmware error.

76.WX.YZ DC controller (LaserJet) Power supply fluctuations causes formatter and

DC controller communication issue and results
them not to be in synchronization.

80.WX.YZ Managed device Embedded Jetdirect error.

81.WX.YZ Near Field Communication (NFC) Wireless, Bluetooth or internal EIO error.

82.WX.YZ Memory (hard disk, EMMC, etc.) Disk hardware error.

90.WX.YZ Internal diagnostics Internal test of systems (i.e. disk, CPB, display) or
interconnection error.

98.WX.YZ Hard disk Hard disk partition error.

99.WX.YZ Firmware installer Remote Firmware Upgrade (RFU), firmware install

(engine or accessory), or disk error.

Error codes (types and structure) 5

 4 How to search for printer documentation

The CPMD, error codes, and other support documentation for each printer is available on the HP portals.

For HP internal access to WISE, go to WISE.

For HP channel partners access WISE, see Accessing WISE for HP channel partners (HP Partner Portal)
on page 6 or {Xref Error! Target does not exist.}Accessing WISE for HP channel partners (CSDP).

WISE is available to call agents, service technicians, and HP internal users. The level of detail available
depends on your access credentials. To learn how to find support content in WISE, watch the video here.

WISE - How to access and use

Learn how to access and use Web-based Interactive Search Engines (WISE) to locate available support
information. WISE is a repository of technical support documentation including service manuals, user
guides, videos, and general support information.

Accessing WISE
Learn how to access Web-based Interactive Search Engines (WISE) if you are an HP channel partner or
an internal HP user.

Accessing WISE for HP channel partners (HP Partner Portal)

Learn how to access WISE by accessing the HP Partner Portal if you are an HP Channel Partner.

NOTE: If this is your first visit to the HP Partner Portal, you will be asked to create an account. Follow
the setup directions using your HP Partner credentials.

View a video of how to access WISE for HP channel partners

1. Sign-in to the HP Partner Portal (click https://partner.hp.com to access the sign-in page).

Figure 4-1 HP Partner Portal sign-in page

6 Chapter 4 How to search for printer documentation

2. On the HP Partner Portal home page, click the Services & Support item.

Figure 4-2 HP Partner Portal home page

3. Select the Technical Support (WISE) item.

Figure 4-3 HP Partner Portal Service & Support page

Accessing WISE for HP channel partners (HP Partner Portal) 7

 4. Select the Technical Documentation item.

Figure 4-4 HP Partner Portal Technical Support (WISE)page

5. Use the WISE portal to search for printer information.

Figure 4-5 WISE portal home page

Accessing WISE for internal HP users

Learn how to access WISE if you are an internal HP user.

1. Open one of the Web-based Interactive Search Engines (WISE) URLs listed below.

Americas (AMS)

● WISE - English

● WISE - Spanish

● WISE - Portuguese

● WISE - French

8 Chapter 4 How to search for printer documentation

 Asia Pacific / Japan (APJ)

● WISE - English

● WISE - Japanese

● WISE - Korean

● WISE - Chinese (simplified)

● WISE - Chinese (traditional)

● WISE - Thai

Europe / Middle East / Africa (EMEA)

● WISE - English

2. Select Commercial from the drop-down menu.

Figure 4-6 Choose an experience

3. The WISE home page appears.

Play the video:

View a video of how access WISE (internal HP users)

Accessing WISE for internal HP users 9

 Using WISE to search for error codes
Learn how to use WISE to look up error codes.

NOTE: The model used in the instructional videos is an example. The same steps apply to all printer
models.

You will need the printer type (e.g. HP LaserJet), model number (e.g. M607), and bundle option (e.g. dn, dh,
z).

Search for error codes using the lookup widget

Learn how to search for a specific error code using the WISE Error Code Lookup widget.

1. Enter a printer model number (for example, M606) in the Go to a Product Detail page dialog box.

TIP: To find a Product Detail Page (PDP) from a list of products by product type, select the …or
select your product from a list item just below the dialog box.

2. A drop-down list appears. Click on the full printer series name (for example, HP LaserJet Enterprise
M606 series) in the list.

NOTE: Selecting the series item from the drop-down list is recommended for the most accurate
search return.

10 Chapter 4 How to search for printer documentation

 3. Type the error code (for example, 13.E1.D3) in the Error Code Lookup field, and then select the
search icon.

1 2

4. The error code troubleshooting content displays in the All Search Results area.

Play the video:

View a video of how to search for error codes using the Product Detail Page (PDP) or the Error
Code Lookup tool.

Search for error codes from the WISE home page

Learn how to search for a specific error code from the WISE home page.

1. On the WISE home page, enter a printer model number (for example, M606) in the Search dialog
box.

Search for error codes from the WISE home page 11

 2. A drop-down list appears. Click on the full printer series name (for example, HP LaserJet Enterprise
M606 series) in the list.

NOTE: Selecting the series item from the drop-down list is recommended for the most accurate
search return.

3. Type the error code (for example, 13.E1.D3) in the Search keyword field, and then select the search
icon.

1 2

4. The error code troubleshooting content displays in the All Search Results area.

Using WISE to access repair and replace videos for FRUs

Learn how to use WISE to access repair and replace videos for FRUs.

NOTE: The model used in the instructional videos is an example. The same steps apply to all printer
models.

12 Chapter 4 How to search for printer documentation

 You will need the printer type (e.g. HP LaserJet), model number (e.g. M607), and bundle option (e.g. dn, dh,
z).

Search for videos using the Product Detail Page (PDP)

Learn how to search WISE for product specific information. Quickly review the steps and then play the
video.

1. Enter a printer model number (for example, M606) in the Go to a Product Detail page dialog box.

TIP: To find a Product Detail Page (PDP) from a list of products by product type, select the …or
select your product from a list item just below the dialog box.

2. A drop-down list appears. Click on the full printer series name (for example, HP LaserJet Enterprise
M606 series) in the list.

NOTE: Selecting the series item from the drop-down list is recommended for the most accurate
search return.

Search for videos using the Product Detail Page (PDP) 13

 3. Select the link to Videos in the Other Content menu at the bottom-right of the screen.

4. Select the desired video from the list of videos.

TIP: Select the Add Or Remove Hardware & Customer Self Repair filter under Troubleshooting to
limit the search results to repair and replace videos.

Play the video:

View a video of how to search for the printer's Product Detail Page (PDP)

Search for videos using the WISE search function

Learn how to search WISE using the model number. Quickly review the steps and then play the video.

1. On the WISE home page, enter a printer model number (for example, M606) in the Search dialog
box.

14 Chapter 4 How to search for printer documentation

2. A drop-down list appears. Click on the full printer series name (for example, HP LaserJet Enterprise
M606 series) in the list.

NOTE: Selecting the series item from the drop-down list is recommended for the most accurate
search return.

3. Select the search icon.

4. To refine the search results, select the radio button labeled Videos in the upper-right portion of the
screen.

TIP: To refine video search results, type a part name in the keyword search bar, and then select
the search icon. For example, entering the word fuser to the keyword search bar returns videos
related to repair and replacement of the fuser.

Search for videos using the WISE search function 15

 Play the video:

View a video of how to perform a model number search

16 Chapter 4 How to search for printer documentation

5 Printer service information

Last update: March 29, 2024

Service mode PIN number:

E77822-E77830: 04077817

NOTE: When possible, always update the printer firmware to the latest available version at HP.com as
part of the troubleshooting performed for any of the following errors.

Printer service information 17

 6 Numerical control panel messages

Use the following numerical error message troubleshooting to resolve your issue.

10.WX.YZ error messages

10.wx.yz error messages
Errors in the 10.* family are related to toner cartridges and other supply items that require regular
replacement as part of routine printer maintenance.

Order replacement supplies and install them as necessary. To order parts, go to

https://www.hp.com/buy/parts.

Use the following list to identify the supply item affected:

NOTE: Not all printers have all of these supplies.

● 10.00.XX = Black toner cartridge

● 10.01.XX = Cyan toner cartridge

● 10.02.XX = Magenta toner cartridge

● 10.03.XX = Yellow toner cartridge

● 10.10.XX = Transfer roller

● 10.22.XX = Transfer Belt

● 10.23.XX = Fuser kit

● 10.31.XX = Toner collection unit

● 10.39.XX = Document feeder kit

● 10.99.XX = One or more supply items have been installed

Recommended action
Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

To order parts, go to https://www.hp.com/buy/parts.

1. For toner cartridges:

a. Remove and reinstall the cartridge.

b. Check the electronic chip on the cartridge if it is visible. If the chip is damaged, replace the
toner cartridge.

18 Chapter 6 Numerical control panel messages

 c. If print quality is unacceptable, or if printing cannot continue, replace the toner cartridge.

2. For the transfer kit:

a. Remove and then reinstall the transfer unit.

b. If print quality is unacceptable, or if printing cannot continue, replace the transfer kit.

3. For the fuser kit:

a. Remove and then reinstall the fuser.

CAUTION: The fuser might be hot.

b. If print quality is unacceptable, or if printing cannot continue, replace the fuser kit.

4. For the toner collection unit:

a. Remove the toner collection unit and reinstall it.

b. If the toner collection unit is nearly full, replace it with a new one. Using a toner collection unit
until it is overfilled can damage the printer.

5. For the document feeder kit:

a. Open the document feeder top cover and inspect the rollers for obvious dirt or wear. Clean the
rollers if necessary.

b. Install a new roller kit.

10.xx.03, cartridge or drum error

Supply memory error

● 10.00.03 Black Cartridge; Supply memory error

● 10.01.03 Cyan Cartridge; Supply memory error

● 10.02.03 Magenta Cartridge; Supply memory error

● 10.03.03 Yellow Cartridge; Supply memory error

● 10.05.03 Black Drum; Supply memory error

● 10.06.03 Cyan Drum; Supply memory error

● 10.07.03 Magenta Drum; Supply memory error

● 10.08.03 Yellow Drum; Supply memory error

The Store Usage Data setting allows a user to limit the data that is stored on the memory chip in
the cartridge. If a user configures the Store Usage Data setting as “Not on supplies”, 10.0x.03 supply
memory errors may occur resulting in the device being down until the affected supplies can be replaced.

Recommended action for customers

1. Access the printers Store Usage Data menu using any remote monitoring tool or on the control
panel within the “Settings” > “Manage Supplies” > “Store Usage Data” > menu and check to see if it
is set to “Not on supplies”.

10.xx.03, cartridge or drum error 19

 2. If the printer is set to “Not on supplies” please contact support to upgrade FW.

Recommended action for call-center agents and onsite technicians

IMPORTANT! Please check the following emerging issue document to see if it pertains to issue the
customer is having.

Search for the following document in WISE: HP LaserJet Managed MFP E72525-E72535, E77822-E77830,
E78223-E78230, E82540-E82560, E82540du-E82560du, E87640-E87660, E87640du-E87660du - 10.0X.03
Supply Memory Error (Emerging Issue)

1. Ensure the menu setting for the supplies has not been changed to “Not on supplies”.

This can be accessed by any remote monitoring tool or also changed on the control panel within
the “Settings” > “Manage Supplies” > “Store Usage Data” > menu and setting “Not on supplies”.

2. If set to "Not on supplies", change this setting back to the default value of “On Supplies”.

3. Upgraded to FW version

4. If the error persists or you have any further issues please elevate this issue using the Standard
Support Process.

10.0x.15 Install <supply>

The indicated supply has been removed or is installed incorrectly.

10.00.15 Black toner cartridge

10.01.15 Cyan toner cartridge

10.02.15 Magenta toner cartridge

10.03.15 Yellow toner cartridge

10.05.15 Black drum unit

10.06.15 Cyan drum unit

10.07.15 Magenta drum unit

10.08.15 Yellow drum unit

Recommended action for customers

1. Replace the toner cartridge that is indicated.

Part numbers:

● W9210-67901 - Black Managed LJ Toner Cartridge

● W9211-67901 - Cyan Managed LJ Toner Cartridge

● W9213-67901 - Magenta Managed LJ Toner Cartridge

● W9212-67901 - Yellow Managed LJ Toner Cartridge

2. If a drum unit needs to be installed or if the message continues, please contact customer support.

20 Chapter 6 Numerical control panel messages

Toner cartridge recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the front cover. Check if the toner cartridge or drum unit is installed.

2. Remove and reinstall the toner cartridge or drum unit.

3. Check if the toner cartridge or drum unit is installed correctly.

a. If the cartridge comes out automatically, check the toner cartridge latching hook.

b. If the toner cartridge hook is damaged, replace the toner cartridge.

Part numbers:

● W9210-67901 - Black Managed LJ Toner Cartridge

● W9211-67901 - Cyan Managed LJ Toner Cartridge

● W9213-67901 - Magenta Managed LJ Toner Cartridge

● W9212-67901 - Yellow Managed LJ Toner Cartridge

Toner cartridge recommended action for call-center agents and onsite technicians 21
 4. Check the toner cartridge.

a. Check if the CRUM connector on the toner cartridge is broken or assembled abnormally.

b. Rotate the gear on the toner cartridge to ensure it moves freely.

c. If the CRUM connector is pushed into the toner cartridge, try to pull it out it and then ensure it
is seated correctly.

d. If the CRUM connector is damaged or defective, replace the toner cartridge.

Part numbers:

● W9210-67901 - Black Managed LJ Toner Cartridge

● W9211-67901 - Cyan Managed LJ Toner Cartridge

● W9213-67901 - Magenta Managed LJ Toner Cartridge

● W9212-67901 - Yellow Managed LJ Toner Cartridge

5. With the cartridge out check for CRUM connector installation problems inside the printer.

22 Chapter 6 Numerical control panel messages

 a. Check if the CRUM connection is installed correctly.

b. If the CRUM connector is not installed correctly, open the rear cover and re-install the
connector.

6. Check the CRUM joint PCA for any problems. If the CRUM joint PCA has problems, such as with the
CRUM connector pin or the main board interface connector, replace the PCA.

Part number: JC92-02164A

7. Check for a bad connection between the main board and the CRUM joint PCA. If the connection is
bad, replace the harness or the CRUM joint PCA or the main board.

Wiring harness part number: JC39-02456A and JC39-02458A

CRUM joint PCA part number: JC92-02164A
Main PCA part number: 8GR94-60003
For instructions: See the Repair Service Manual for this product.

Drum unit recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the front cover. Remove the toner collection unit.

Drum unit recommended action for call-center agents and onsite technicians 23
 2. Open the right cover and remove and reinstall the drum unit.

3. Check if the drum unit latch is damaged. If the drum unit latch is damaged, replace the latch.

Part number: JC64-00708B

Figure 6-1 Unlatch drum unit

a. Check if the CRUM connector of the drum unit is broken or not seated correctly. If the CRUM
connector is damaged or defective, replace the drum unit.

Part number: W9215-67901

For instructions: See the Repair Service Manual for this product.

b. If the CRUM connector is pushed into the drum unit, try to pull the jack out it and then ensure it
is seated correctly.

4. If the drum unit is replaced, reset the kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

24 Chapter 6 Numerical control panel messages

 b. On the Information tab, select Supply Status.

c. Select Field Replaceable Unit, and then select Imaging Unit.

d. Select the correct Drum Unit color.

e. Press Reset to clear the unit count.

f. Exit service mode by touching the home button.

5. With the drum unit out check for CRUM connector installation problems inside the printer.

a. Check if the CRUM connection is installed correctly.

b. If the CRUM connector is not installed correctly, open the rear cover and re-install the
connector.

6. Check the CRUM joint PCA for any problems with the CRUM connector pins or the main board
interface connector. If needed, replace the PCA.

Part number: JC92-02164A

7. Check for a bad connection between the main board and the CRUM joint PCA. If the connection is
bad, replace the harness or the CRUM joint PCA or the main board.

CRUM joint PCA part number: JC92-02164A

Main PCA part number: 8GR94-60003

10.0x.35 Incompatible <supply>

The indicated supply is not compatible with this printer.

10.00.35 Black toner cartridge

10.01.35 Cyan toner cartridge

10.02.35 Magenta toner cartridge

10.03.35 Yellow toner cartridge

10.05.35 Black drum unit

10.06.35 Cyan drum unit

10.0x.35 Incompatible <supply> 25

 10.07.35 Magenta drum unit

10.08.35 Yellow drum unit

Recommended action for customers

1. Replace the toner cartridge that is indicated.

2. If a drum unit needs to be installed or if the message continues, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Open the front cover. Remove and reinstall the indicated supply to make sure it is correctly
installed.

2. Print the supply information report and check the supply information.

3. If a genuine HP supply is not installed, replace it with a new HP supply.

10.0x.60 Toner low

The printer indicates when a supply level is low. Actual cartridge life might vary. You do not need to
replace the cartridge at this time unless print quality is no longer acceptable.

Toner supply is inadequate as the remaining toner is between 10% and 30%. Toner is expected to run
short soon because the remaining toner is reaching 0%.

This error occurs every time that you try to use the printer.

● 10.00.60 Black toner cartridge

● 10.01.60 Cyan toner cartridge

● 10.02.60 Magenta toner cartridge

● 10.03.60 Yellow toner cartridge

Recommended action for customers

1. If the print quality is no longer acceptable, replace the toner cartridge indicated.

2. Order a new toner cartridge because the toner cartridge with a level of “Low” will be exhausted
soon.

Part numbers:

● W9210-67901 - Black Managed LJ Toner Cartridge

● W9211-67901 - Cyan Managed LJ Toner Cartridge

● W9213-67901 - Magenta Managed LJ Toner Cartridge

● W9212-67901 - Yellow Managed LJ Toner Cartridge

Recommended action for call-center agents and onsite technicians

1. If the print quality is no longer acceptable, replace the toner cartridge indicated.

26 Chapter 6 Numerical control panel messages

 2. Order new toner cartridge because the toner cartridge with a level of “Low” will be exhausted soon.

Part numbers:

● W9190-67901 - Black Managed LJ Toner Cartridge

● W9191-67901 - Cyan Managed LJ Toner Cartridge

● W9192-67901 - Magenta Managed LJ Toner Cartridge

● W9193-67901 - Yellow Managed LJ Toner Cartridge

10.0x.60 Drum unit low

The printer indicates when a supply level is low. Actual cartridge life might vary. You do not need to
replace the supply at this time unless print quality is no longer acceptable.

An alarm indicates that the lifespan of the drum unit may be insufficient to complete the current job.

This error occurs every time that you try to use the printer.

10.05.60 Black drum unit

10.06.60 Cyan drum unit

10.07.60 Magenta drum unit

10.08.60 Yellow drum unit

Recommended action for customers

■ Please contact customer support.

Recommended action for call-center agents and onsite technicians

1. If the print quality is no longer acceptable, replace the drum unit indicated.

Part number: W9215-67901

For instructions: See the Repair Service Manual for this product.

2. Order new drum unit because the developer unit with a level of “Low” will be exhausted soon.

3. If the drum unit is replaced, reset the kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

b. On the Information tab, select Supply Status.

c. Select Field Replaceable Unit, and then select Imaging Unit.

d. Select the correct Drum Unit color.

10.0x.60 Drum unit low 27

 e. Press Reset to clear the unit count.

f. Exit service mode by touching the home button.

10.0x.69 or 10.0x.70 Toner empty

The printer cannot draw toner from the toner cartridge.

There is no toner remaining in the toner cartridge. The remaining volume is 0% (cartridge lifespan
surpassed).

This error occurs every time that you try to use the printer.

10.00.69 / 10.00.70 Black toner cartridge

10.01.69 / 10.01.70 Cyan toner cartridge

10.02.69 / 10.02.70 Magenta toner cartridge

10.03.69 / 10.03.70 Yellow toner cartridge

Recommended action for customers

■ Replace the toner cartridge indicated.

a. Open the front cover

b. Remove the toner cartridge.

c. Install the new toner cartridge.

Part numbers:

● W9210-67901 - Black Managed LJ Toner Cartridge

● W9211-67901 - Cyan Managed LJ Toner Cartridge

● W9213-67901 - Magenta Managed LJ Toner Cartridge

● W9212-67901 - Yellow Managed LJ Toner Cartridge

d. Close the front cover.

NOTE: After an HP supply has reached the very low threshold, the HP Premium Protection Warranty
ends and the customer is responsible for replacing the supply.

Recommended action for call-center agents and onsite technicians

1. If the print quality is no longer acceptable, replace the toner cartridge.

Part numbers:

● W9210-67901 - Black Managed LJ Toner Cartridge

● W9211-67901 - Cyan Managed LJ Toner Cartridge

● W9213-67901 - Magenta Managed LJ Toner Cartridge

28 Chapter 6 Numerical control panel messages

 ● W9212-67901 - Yellow Managed LJ Toner Cartridge

NOTE: After an HP supply has reached the very low threshold, the HP Premium Protection
Warranty ends and the customer is responsible for replacing the supply.

2. If the error persists with a new cartridge, remove the toner collection unit and check if the toner
duct is blocked. If the toner duct is blocked clean it. If needed, replace the toner duct.

Part number: JC93-00483B

For instructions: See the Repair Service Manual for this product.

3. Check the toner supply motor operation.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Test the failing color supply motor using the following supply motor tests:

NOTE: You must press Enter two times to start the motor test. The test will only run for a
short period. Verify the motor status on the control panel.

● 100–0000: Yellow

● 100–0010: Magenta

● 100–0020: Cyan

● 100–0030: Black

c. If the motor does not function correctly, replace the toner drive motor.

Part number: JC93-00446B

For instructions: See the Repair Service Manual for this product.

4. Reconnect the electrical wiring harness on the developer unit.

5. If needed, replace the developer unit.

Part numbers:

● HP LaserJet Yellow Developer Unit: 8JM72-67001 (E783xx series) or JC96-11663A (E778xx

series)

● HP LaserJet Magenta Developer Unit: 8JM73-67001 (E783xx series) or JC96-11664A (E778xx

series)

Recommended action for call-center agents and onsite technicians 29

 ● HP LaserJet Cyan Developer Unit: 8JM71-67001 (E783xx series) or JC96-11665A (E778xx series)

● HP LaserJet Black Developer Unit: 8JM70-67001 (E783xx series) or JC96-11666A (E778xx series)

For instructions: See the Repair Service Manual for this product.

6. Reset the developer unit kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

b. On the Information tab, select Supply Status.

c. Select Field Replaceable Unit, and then select Development Unit (Developer) (YMCK).

d. Select the correct Developer color. Press Reset to clear the developer unit count.

e. Exit service mode by touching the home button.

10.0x.69 or 10.0x.70 Drum unit worn

The lifespan of the drum unit is expired.

The lifespan remaining for the drum unit is 0%

This error occurs every time that you try to use the printer.

10.05.69 / 10.05.70 Black drum unit

10.06.69 / 10.06.70 Cyan drum unit

10.07.69 / 10.07.70 Magenta drum unit

10.08.69 / 10.08.70 Yellow drum unit

Recommended action for customers

■ Please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Replace the drum unit indicated.

a. Open the front cover

b. Remove the toner collection unit.

c. Remove the drum unit indicated.

d. Install a new drum unit.

Part number: W9215-67901

30 Chapter 6 Numerical control panel messages

 e. Reinstall the toner collection unit.

f. Close the front cover.

2. If the drum unit is replaced, reset the kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

b. On the Information tab, select Supply Status.

c. Select Field Replaceable Unit, and then select Imaging Unit.

d. Select the correct Drum Unit color.

e. Press Reset to clear the unit count.

f. Exit service mode by touching the home button.

10.0x.89 or 10.0x.90 Toner supply error

Toner replenishment malfunction. The toner supply in the toner cartridge is out or malfunctioning. The
toner sensor indicates that the toner in the development unit is insufficient.

There is no toner in the toner cartridge or the toner supply line is blocked. A circuit fault such as a fault in
the toner supply motor or the toner sensor occurs.

10.00.89 or 10.00.90 Black toner cartridge

10.01.89 or 10.01.90 Cyan toner cartridge

10.02.89 or 10.02.90 Magenta toner cartridge

10.03.89 or 10.03.90 Yellow toner cartridge

Recommended action for customers

1. Replace the toner cartridge indicated.

IMPORTANT: Make sure that you use the correct toner cartridge for the printer series shown
below.

Part numbers (E778 series printer)

● W9190-67902 - Kit-Black Managed LJ Toner Cartridge

● W9191-67902 - Kit-Cyan Managed LJ Toner Cartridge

● W9192-67902 - Kit-Yellow Managed LJ Toner Cartridge

● W9193-67902 - Kit-Magenta Managed LJ Toner Cartridge

10.0x.89 or 10.0x.90 Toner supply error 31

 Part numbers (E783 series printer)

● W9210-67901 - Black Managed LJ Toner Cartridge

● W9211-67901 - Cyan Managed LJ Toner Cartridge

● W9212-67901 - Yellow Managed LJ Toner Cartridge

● W9213-67901 - Magenta Managed LJ Toner Cartridge

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Distribute toner evenly in the cartridge.

a. Open the front cover.

b. Remove the toner cartridge indicated.

c. Shake the toner cartridge horizontally side to side to distribute the toner evenly inside the
cartridge.

d. Reinstall the toner cartridge and close the front cover

e. If the error persists, replace the toner cartridge.

IMPORTANT: Make sure that you use the correct toner cartridge for the printer series shown
below.

Part numbers (E778 series printer)

● W9190-67902 - Kit-Black Managed LJ Toner Cartridge

● W9191-67902 - Kit-Cyan Managed LJ Toner Cartridge

● W9192-67902 - Kit-Yellow Managed LJ Toner Cartridge

● W9193-67902 - Kit-Magenta Managed LJ Toner Cartridge

Part numbers (E783 series printer)

● W9210-67901 - Black Managed LJ Toner Cartridge

● W9211-67901 - Cyan Managed LJ Toner Cartridge

● W9212-67901 - Yellow Managed LJ Toner Cartridge

● W9213-67901 - Magenta Managed LJ Toner Cartridge

2. If the error persists with a new cartridge, remove the toner collection unit and check if the toner
duct is blocked. If the toner duct is blocked clean it. If needed, replace the toner duct.

Part number: JC93-00483B

For instructions: See the Repair Service Manual for this product.

3. Check the toner supply motor operation.

32 Chapter 6 Numerical control panel messages

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Test the failing color supply motor using the following supply motor tests:

NOTE: You must press Enter two times to start the motor test. The test will only run for a
short period. Verify the motor status on the control panel.

● 100–0000: Yellow

● 100–0010: Magenta

● 100–0020: Cyan

● 100–0030: Black

c. If the motor does not function correctly, replace the toner drive motor.

Part number: JC93-00446B

For instructions: See the Repair Service Manual for this product.

4. Reconnect the electrical wiring harness on the developer unit.

5. If needed, replace the developer unit.

Part numbers:

● HP LaserJet Yellow Developer Unit: 8JM72-67001 (E783xx series) or JC96-11663A (E778xx

series)

● HP LaserJet Magenta Developer Unit: 8JM73-67001 (E783xx series) or JC96-11664A (E778xx

series)

● HP LaserJet Cyan Developer Unit: 8JM71-67001 (E783xx series) or JC96-11665A (E778xx series)

● HP LaserJet Black Developer Unit: 8JM70-67001 (E783xx series) or JC96-11666A (E778xx series)

For instructions: See the Repair Service Manual for this product.

6. Reset the developer unit kit count.

a. Open the following menus:

● Support Tools

Recommended action for call-center agents and onsite technicians 33

 ● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

b. On the Information tab, select Supply Status.

c. Select Field Replaceable Unit, and then select Development Unit (Developer) (YMCK).

d. Select the correct Developer color. Press Reset to clear the developer unit count.

e. Exit service mode by touching the home button.

10.10.60 Transfer roller low

The printer indicates that the lifespan of the transfer roller is between 30% and 1%. The printer can still
operate.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Replace the transfer roller.

a. Open the side cover.

b. Replace the T2 transfer roller with a new one.

Part number: 5QJ90-61041

For instructions: See the Repair Service Manual for this product.

c. Close the side cover.

2. Reset the kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● On the Information tab, select Supply Status.

● Field Replaceable Unit

b. Select Transfer Roller/T2 Roller.

c. Select Transfer Roller. Press Reset to clear the roller count.

34 Chapter 6 Numerical control panel messages

 d. Exit the service mode by touching the home button.

10.10.69, 10.10.70 Transfer roller worn

The lifespan of the transfer roller is expired, but the printer still operates.

The lifespan of the transfer roller (by page count) has expired (the remaining volume is 0%).

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Replace the transfer roller.

a. Open the side cover.

b. Replace the T2 transfer roller with a new one.

Part number: 5QJ90-61041

For instructions: See the Repair Service Manual for this product.

c. Close the side cover.

2. Reset the kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● On the Information tab, select Supply Status.

● Field Replaceable Unit

b. Select Transfer Roller/T2 Roller.

c. Select Transfer Roller. Press Reset to clear the roller count.

d. Exit the service mode by touching the home button.

10.22.60 ITB Low

An alarm indicates that the lifespan of the intermediate transfer belt (ITB) is almost expired.

Recommended action for customers

1. Turn the printer off, and then on.

10.10.69, 10.10.70 Transfer roller worn 35

 2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Replace the ITB.

a. Turn the printer off.

b. Replace the ITB assembly.

Part number: 5PN63-67001

For instructions: See the Repair Service Manual for this product.

c. Turn the printer on.

2. Reset the kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● On the Information tab, select Supply Status.

● Field Replaceable Unit

b. Select ITB (Image Transfer Belt).

c. Select Transfer Belt. Press Reset to clear the kit count.

d. Exit the service mode by touching the home button.

10.22.69 / 10.22.70 ITB Worn

An alarm indicates that the lifespan of the intermediate transfer belt ITB is expired.

The lifespan of the engine controller for the ITB is insufficient to complete the current page count.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Replace the ITB.

a. Turn the printer off.

b. Replace the ITB assembly.

Part number: 5PN63-67001

36 Chapter 6 Numerical control panel messages

 For instructions: See the Repair Service Manual for this product.

c. Turn the printer on.

2. Reset the kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● On the Information tab, select Supply Status.

● Field Replaceable Unit

b. Select ITB (Image Transfer Belt).

c. Select Transfer Belt. Press Reset to clear the kit count.

d. Exit the service mode by touching the home button.

10.23.15, 10.26.15 Fuser assembly not installed

The fuser is either not installed, or not correctly installed in the printer.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off, and then remove and reinstall the fuser and turn the printer on.

2. If the error persists, check the fuser draw connector for defects or damage. If the connector in the
printer is damaged, replace the part.

Part number: JC39-02076A

CAUTION: The fuser might be hot.

3. If the error persists, replace the fuser assembly.

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
For instructions: See the Repair Service Manual for this product.

10.23.15, 10.26.15 Fuser assembly not installed 37

 4. Reset the fuser kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● On the Information tab, select Supply Status.

● Field Replaceable Unit

b. Select Fuser.

c. Select Fuser Kit. Press Reset to clear the kit count.

d. Exit the service mode by touching the home button.

10.23.35, 10.26.35 Incompatible fuser assembly

The fusing assembly is not compatible with the printer.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Install a fuser assembly that is designed for this printer.

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
For instructions: See the Repair Service Manual for this product.

CAUTION: The fuser might be hot.

2. Reset the fuser kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● On the Information tab, select Supply Status.

● Field Replaceable Unit

38 Chapter 6 Numerical control panel messages

 b. Select Fuser.

c. Select Fuser Kit. Press Reset to clear the kit count.

d. Exit the service mode by touching the home button.

10.23.69, 10.23.79 or 10.26.69, 10.26.70 Fuser assembly worn

An alarm indicates that the lifespan of the fusing assembly is expired.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Replace the fuser unit.

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
For instructions: See the Repair Service Manual for this product.

NOTE: You need to replace the fuser, but the printer may continue to operate normally.

NOTE: After an HP supply has reached the very low threshold, the HP Premium Protection
Warranty ends and the customer is responsible for replacing the supply.

2. Reset the fuser kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● On the Information tab, select Supply Status.

● Field Replaceable Unit

b. Select Fuser.

c. Select Fuser Kit. Press Reset to clear the kit count.

d. Exit the service mode by touching the home button.

10.31.15 Toner collection unit not installed

The toner collection unit is almost full.

The printer indicates that the toner collection unit is not installed.

10.23.69, 10.23.79 or 10.26.69, 10.26.70 Fuser assembly worn 39

 Recommended action for customers

■ Install a new toner collection unit.

a. Open the front cover.

b. Check if the toner collection unit is installed correctly.

c. Reinstall or install a new toner collection unit.

Part number: X3A83-67923

d. Close the front cover.

Recommended action for call-center agents and onsite technicians

1. Open the front cover.

2. Check if the toner collection unit is installed correctly.

3. Remove the toner collection unit.

4. Check the toner collection unit.

40 Chapter 6 Numerical control panel messages

 a. Check the sensors for the TCU, the sensor fin and the reflection unit on the TCU.

b. Check if the toner collection unit sensors operate correctly.

i. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

ii. Test the toner collection unit LED with service test 100–0241.

iii. Test the toner collection unit full sensor with service test 100–0250.

c. If the toner collection unit sensor or LED is defective, replace the toner collection unit sensor.

Part number: JC93-00492A

For instructions: See the Repair Service Manual for this product.

5. If the problem persists, replace the toner collection unit.

Part number: X3A83-67923

10.31.60, 10.31.69 Toner collection unit full

The toner collection unit is almost full.

The toner collection unit is between 90% and 99% of its capacity.

10.31.60, 10.31.69 Toner collection unit full 41

 Recommended action for customers

1. If the "Toner Collection Unit Almost Full" appears soon after installing the unit, then upgrade to
firmware version 4.6 or later from HP.com.

2. For all other occurrences, install a new toner collection unit.

a. Open the front cover.

b. Remove the toner collection unit.

c. Install a new toner collection unit.

Part number: X3A83-67923

d. Close the front cover.

Recommended action for call-center agents and onsite technicians

1. Open the front cover.

2. Check if the toner collection unit is installed correctly.

3. Remove the toner collection unit.

4. Check the toner collection unit.

42 Chapter 6 Numerical control panel messages

a. Check the sensors for the TCU, the sensor fin and the reflection unit on the TCU

b. Check the sensors for the TCU, the sensor fin and the reflection unit on the TCU.

c. Check if the toner collection unit sensors operate correctly.

i. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

ii. Test the toner collection unit LED with service test 100–0241.

iii. Test the toner collection unit full sensor with service test 100–0250.

Recommended action for call-center agents and onsite technicians 43

 d. If the toner collection unit sensor or LED is defective, replace the toner collection unit sensor.

Part number: JC93-00492A

For instructions: See the Repair Service Manual for this product.

5. If the problem persists, replace the toner collection unit.

Part number: X3A83-67923

10.3x.60 Developer Unit Low

The volume remaining in the developer unit is low, between 30% and 1%. This error occurs every time
that you try to use the printer.

10.32.60 Black developer unit

10.33.60 Cyan developer unit

10.34.60 Magenta developer unit

10.35.60 Yellow developer unit

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Replace the developer unit.

a. Open the front cover.

b. Remove the developer unit.

c. Install a new developer unit.

Part numbers:

● HP LaserJet Yellow Developer Unit: 8JM72-67001 (E783xx series) or JC96-11663A (E778xx

series)

● HP LaserJet Magenta Developer Unit: 8JM73-67001 (E783xx series) or JC96-11664A

(E778xx series)

● HP LaserJet Cyan Developer Unit: 8JM71-67001 (E783xx series) or JC96-11665A (E778xx

series)

● HP LaserJet Black Developer Unit: 8JM70-67001 (E783xx series) or JC96-11666A (E778xx

series)

For instructions: See the Repair Service Manual for this product.

d. Close the front cover.

2. Reset the developer unit kit count.

44 Chapter 6 Numerical control panel messages

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

b. On the Information tab, select Supply Status.

c. Select Field Replaceable Unit, and then select Development Unit (Developer) (YMCK).

d. Select the correct Developer color. Press Reset to clear the developer unit count.

e. Exit service mode by touching the home button.

10.3x.69, 10.0x.70 Developer Unit Empty

The volume in the developer exceeds the permitted limit. This error occurs every time that you try to use
the printer.

10.32.69, 10.32.70 Black developer unit

10.33.69, 10.33.70 Cyan developer unit

10.34.69, 10.34.70 Magenta developer unit

10.35.69, 10.35.70 Yellow developer unit

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Replace the developer unit as indicated.

a. Open the front cover.

b. Remove the developer unit.

c. Install a new developer unit.

Part numbers:

● HP LaserJet Yellow Developer Unit: 8JM72-67001 (E783xx series) or JC96-11663A (E778xx

series)

● HP LaserJet Magenta Developer Unit: 8JM73-67001 (E783xx series) or JC96-11664A

(E778xx series)

● HP LaserJet Cyan Developer Unit: 8JM71-67001 (E783xx series) or JC96-11665A (E778xx

series)

10.3x.69, 10.0x.70 Developer Unit Empty 45

 ● HP LaserJet Black Developer Unit: 8JM70-67001 (E783xx series) or JC96-11666A (E778xx
series)

For instructions: See the Repair Service Manual for this product.

d. Close the front cover.

2. Reset the developer unit kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

b. On the Information tab, select Supply Status.

c. Select Field Replaceable Unit, and then select Development Unit (Developer)(YMCK).

d. Select the correct Developer color. Press Reset to clear the developer unit count.

e. Exit service mode by touching the home button.

10.36.69 / 10.36.70 Image transfer belt (ITB) cleaner worn

An alarm indicates that the lifespan of the image transfer belt (ITB) cleaner is expired.

Recommended action for customers

■ If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Replace the ITB cleaner.

a. Turn the printer off.

b. Remove the ITB cleaner.

c. Install the new ITB cleaner.

Part number: 5PN64-67001

For instructions: See the Repair Service Manual for this product.

d. Turn the printer on.

2. Reset the kit count.

a. Open the following menus:

● Support Tools

46 Chapter 6 Numerical control panel messages

 ● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● On the Information tab, select Supply Status.

● Field Replaceable Unit

b. Select ITB Cleaner.

c. Select Transfer Cleaning Unit. Press Reset to clear the kit count.

d. Exit the service mode by touching the home button.

11.WX.YZ error messages

11.* errors
Errors in the 11.* family are related to the printer real-time clock.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem.

1. Set the time and date on the printer control panel.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Set the time and date on the printer control panel.

2. If the error persists, perform a Partial Clean procedure using the Preboot menu.

NOTE: See HP LaserJet Enterprise Printers – Performing a Partial Clean or a Format Disk
Procedure or use the following instructions.

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Partial Clean, and then press the OK button.

e. Press the OK button again.

11.* errors 47
 f. Press the back button once to highlight Continue, and then press the OK button.

g. The printer automatically initializes and then returns to a Ready state.

3. If the error persists, perform a Format Disk procedure using the Preboot menu, and then upgrade
the firmware to the latest version.

NOTE: See HP LaserJet Enterprise Printers – Performing a Partial Clean or a Format Disk
Procedure or use the following instructions.

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Format Disk, and then press the OK button.

e. Press the OK button again.

f. Wait for the printer to automatically initialize. The message 99.09.67 appears on the control
panel.

g. Reload the firmware using a USB flash drive. See 99.09.67 error for more information.

4. If the error still persists, dispatch an on-site engineer without any part.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Set the time and date on the printer control panel.

2. If the error persists, disconnect and reconnect all the cables on the Main PCA board. Make sure
they are fully seated.

3. If the error persists, perform a Partial Clean procedure using the Preboot menu.

NOTE: See HP LaserJet Enterprise Printers – Performing a Partial Clean or a Format Disk
Procedure or use the following instructions.

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Partial Clean, and then press the OK button.

e. Press the OK button again.

f. Press the back button once to highlight Continue, and then press the OK button.

g. The printer automatically initializes and then returns to a Ready state.

48 Chapter 6 Numerical control panel messages

 4. If the error persists, perform a Format Disk procedure using the Preboot menu, and then upgrade
the firmware to the latest version.

NOTE: See HP LaserJet Enterprise Printers – Performing a Partial Clean or a Format Disk
Procedure or use the following instructions.

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Format Disk, and then press the OK button.

e. Press the OK button again.

f. Wait for the printer to automatically initialize. The message 99.09.67 appears on the control
panel.

g. Reload the firmware using a USB flash drive. See 99.09.67 error for more information.

5. If the error still persists, replace the Main PCA.

Main PCA part numbers

● E778 series: JC92-02742A

● E783 series: 8GR94-60003

● E725 series: JC82-00541B

13.WX.YZ error messages

13.* errors
Errors in the 13.* family are related to jams.

More than 1000 unique error codes are possible. Use the following information to understand the jam
code. Not all codes apply to all printers.

Message format: 13.WX.YZ

● W represents the jam location.

● X represents the sensor or door that triggered the jam.

● Y represents the jam condition (delay, stay, wrap, etc.)

● Z represents the paper source, fuser mode, or destination

Table 6-1 Potential values for W and X

W Jam location X Sensor or door

A Input area 0 Envelope feeder

A Input area 1 Tray 1 feed (unless Tray 1 feed is the

registration sensor)

13.* errors 49
 Table 6-1 Potential values for W and X (continued)

W Jam location X Sensor or door

A Input area 2 Tray 2 feed (unless Tray 2 feed is the

registration sensor)

A Input area 3 Tray 3 feed

A Input area 4 Tray 4 feed

A Input area 5 Tray 5 feed

A Input area 6 Tray 6 feed

A Input area 7 Optional tray exit sensor

A Input area A Door 1

A Input area B Door 2

A Input area C Door 3

A Input area D Door 4

A Input area E Door 5

A Input area F Multiple sensors or doors

B Image area 0 Media sensor for forbidden transparencies

B Image area 2 Registration/top of page

B Image area 3 Top of page

B Image area 4 Loop

B Image area 5 Fuser input

B Image area 9 Fuser output

B Image area A Door 1

B Image area B Door 2

B Image area F Multiple sensors or doors

C Switchback area (between the fuser and the 1 Intermediate switchback sensor
output bin)

C Switchback area (between the fuser and the 2 Switchback media stay sensor
output bin)

C Switchback area (between the fuser and the 3 Paper delivery sensor
output bin)

D Duplex area 1 Duplex switchback

D Duplex area 2 Duplex delivery

D Duplex area 3 Duplex refeed

D Duplex area A Door 1 (if different than the imaging area)

D Duplex area B Door 2 (if different than the imaging area)

D Duplex area F Multiple sensors or doors

E Output or intermediate paper transport unit 1 Output bin full sensor

(IPTU) area

50 Chapter 6 Numerical control panel messages

Table 6-1 Potential values for W and X (continued)

W Jam location X Sensor or door

E Output or intermediate paper transport unit 2 IPTU feed sensor 1

(IPTU) area

E Output or intermediate paper transport unit 3 IPTU sensor 2

(IPTU) area

E Output or intermediate paper transport unit 4 IPTU sensor 3

(IPTU) area

E Output or intermediate paper transport unit 5 IPTU bin full sensor 4

(IPTU) area

E Output or intermediate paper transport unit 6 Output sensor

(IPTU) area

E Output or intermediate paper transport unit A Door 1

(IPTU) area

E Output or intermediate paper transport unit F Multiple sensors or doors

(IPTU) area

F Multiple subsystems (occurs when paper is F Multiple sensors or doors

stuck in several areas)

1 Jetlink input device 4 Tray 4 feed sensor

1 Jetlink Input device 5 Tray 5 feed sensor

1 Jetlink Input device 6 Tray 6 feed sensor

1 Jetlink Input device 7 Tray 7 feed sensor

1 Jetlink Input device 8 Tray 8 feed sensor

1 Jetlink Input device 9 Tray 9 feed sensor

1 Jetlink Input device A Door 1

1 Jetlink Input device B Door 2

1 Jetlink Input device F Multiple sensors or doors

2 Buffer pass unit 0 Buffer pass inlet sensor

2 Buffer pass unit 9 Buffer pass exit sensor

2 Buffer pass unit A Door 1

3 Page insert unit 0 Page insertion inlet sensor

3 Page insert unit 1 Page insertion tray 1 feed sensor

3 Page insert unit 2 Page insertion tray 2 feed sensor

3 Page insert unit 3 Page insertion tray 3 feed sensor

3 Page insert unit 4 Page insertion tray 4 feed sensor

3 Page insert unit 7 Output path feed sensor

3 Page insert unit 9 Page insertion exit sensor

3 Page insert unit A Door 1

4 Punch unit 0 Puncher inlet sensor

4 Punch unit 1 Puncher jam sensor

13.* errors 51
 Table 6-1 Potential values for W and X (continued)

W Jam location X Sensor or door

4 Punch unit 9 Puncher exit sensor

4 Punch unit A Door 1

5 Folding unit 0 Folder inlet sensor

5 Folding unit 1 Folder sensor

5 Folding unit 9 Folder exit sensor

5 Folding unit A Door 1

6 Stacker unit 0 Stacker inlet sensor

6 Stacker unit 4 Stacker outlet sensor

6 Stacker unit 7 Stacker switchback entrance sensor

6 Stacker unit 8 Stacker switchback registration sensor

6 Stacker unit 9 Stacker switchback lower sensor

7 Multi-bin mailbox (MBM) unit 0 MBM inlet sensor

7 Multi-bin mailbox (MBM) unit 1 MBM middle sensor

7 Multi-bin mailbox (MBM) unit 9 Stapler sensor

7 Multi-bin mailbox (MBM) unit A Door 1

7 Multi-bin mailbox (MBM) unit B Door 2

7 Multi-bin mailbox (MBM) unit C Door 3

7 Multi-bin mailbox (MBM) unit F Multiple sensors or doors

8 Stapler/stacker (SS) unit 0 SS inlet sensor

8 Stapler/stacker (SS) unit 1 SS Bin Z

8 Stapler/stacker (SS) unit 3 SS unit middle sensor

8 Stapler/stacker (SS) unit 4 SS unit outlet sensor 1

8 Stapler/stacker (SS) unit 5 SS unit outlet sensor 2

8 Stapler/stacker (SS) unit 9 Stapler sensor

8 Stapler/stacker (SS) unit A Door 1

8 Stapler/stacker (SS) unit B Door 2

9 Booklet maker unit 0 Booklet maker input sensor

9 Booklet maker unit 2 Booklet maker feed sensor 2

9 Booklet maker unit 2 Booklet maker feed sensor 3

9 Booklet maker unit 4 Booklet maker delivery sensor

9 Booklet maker unit 5 Booklet maker vertical paper path sensor

9 Booklet maker unit 6 Booklet unit front staple sensor

9 Booklet maker unit 7 Booklet unit rear staple sensor

9 Booklet maker unit 8 Booklet unit outlet sensor

52 Chapter 6 Numerical control panel messages

Table 6-1 Potential values for W and X (continued)

W Jam location X Sensor or door

9 Booklet maker unit A Door 1

9 Booklet maker unit B Door 2

9 Booklet maker unit C Door 3

9 Booklet maker unit F Multiple sensors or doors

0 Unknown 0 Unknown

Table 6-2 Potential values for Y (jam condition)

Y Jam condition

0 Unknown

1 Unexpected sheet (duplex)

2 Staple jam

3 Jam caused by an open door (duplex)

4 Stay jam (the page never left the tray – duplex)

A Stay jam (the page never left the tray – simplex)

B Multifeed

C Wrap

D Delay (the page did not reach the sensor within the expected time – simplex)

E Door open

F Residual (paper is detected in the paper path when it should not be there)

The information represented by the value for Z depends on where the paper is in the paper path.

Table 6-3 Potential values for Z (source, fuser mode, or destination)

Paper location Z Source, fuser mode, or destination

When paper has not reached the fuser, Z 1 Tray 1

represents the paper source.

Z represents the paper source. 2 Tray 2

Z represents the paper source. 3 Tray 3

Z represents the paper source. 4 Tray 4

Z represents the paper source. 5 Tray 5

Z represents the paper source. 6 Tray 6

Z represents the paper source. D Duplexer

Z represents the paper source. E Envelope feeder

13.* errors 53
 Table 6-3 Potential values for Z (source, fuser mode, or destination) (continued)

Paper location Z Source, fuser mode, or destination

When paper has reached the fuser, is in the duplex 0 Photo 1, 2, or 3

path, or in the output path, Z represents the fuser
mode. Designated 2 or 3

Jams can occur when there is a mismatch between

the actual paper and the fuser mode setting.

Z represents the fuser mode. 1 Normal (automatically sensed rather than based on
the paper type set at the control panel)

Z represents the fuser mode. 2 Normal (based on the paper type set at the control
panel)

Z represents the fuser mode. 3 Light 1, 2, or 3

Z represents the fuser mode. 4 Heavy 1

Z represents the fuser mode. 5 Heavy 2

Z represents the fuser mode. 6 Heavy 3

Z represents the fuser mode. 7 Glossy 1

Z represents the fuser mode. 8 Glossy 2

Z represents the fuser mode. 9 Glossy 3

Z represents the fuser mode. A Glossy Film

Z represents the fuser mode. B Transparency

Z represents the fuser mode. C Label

Z represents the fuser mode. D Envelope 1, 2, or 3

Z represents the fuser mode. E Rough

When paper has entered the output bin, Z 0 Unknown bin

represents the output bin, numbered from top to
bottom.

Z represents the output bin 1 Bin 1

Z represents the output bin 2 Bin 2

Z represents the output bin 3 Bin 3

Z represents the output bin 4 Bin 4

Z represents the output bin 5 Bin 5

Z represents the output bin 6 Bin 6

Z represents the output bin 7 Bin 7

Z represents the output bin 8 Bin 8

Z represents the output bin 9 Bin 9

All paper locations E Door open jam

All paper locations F Residual jam

All paper locations 0 Forbidden OHT jam (when Y=2)

54 Chapter 6 Numerical control panel messages

Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Follow the instructions on the control panel to clear the jam. Check for paper in all possible jam
locations.

2. Verify that no doors are open.

3. Check the paper tray to make sure paper is loaded correctly. The paper guides should be adjusted
to the correct size, and the tray should not be filled above the maximum fill marks or tabs.

4. Make sure the type and quality of the paper being used meets the HP specifications for the printer.

5. Use a damp, lint-free cloth to clean the rollers in the appropriate tray. Replace rollers that are worn.

6. Open all doors and covers and ensure the paper path is completely clear of paper or obstructions.

7. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

To prevent future paper jams in the printer, follow these recommendations:

● Use only paper that meets HP specifications for this printer.

For more information, refer to the printer User Guide or search for the "HP LaserJet Printers - Print
Media Guide" (c06117757).

● Make sure the printing environment is within recommended specifications.

● Do not use paper that is wrinkled, folded, or damaged.

● Do not overload the tray with paper.

● Make sure that the paper guides in the tray are adjusted correctly for the size of paper.

● Make sure that the tray is fully inserted in the printer.

● If printing on heavy, embossed, or perforated paper, use the manual feed feature and feed sheets
one at a time.

● Open the Trays menu on the printer control panel. Verify that the tray is configured correctly for the
paper type and size.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Follow the instructions on the control panel to clear the jam. Check for paper in all possible jam
locations.

2. Verify that no doors are open.

3. Check the paper tray to make sure paper is loaded correctly. The paper guides should be adjusted
to the correct size, and the tray should not be filled above the maximum fill marks or tabs.

Recommended action for customers 55

 4. Verify that the paper meets specifications for this printer.

5. Use a damp, lint-free cloth to clean the rollers in the appropriate tray. Replace rollers that are worn.

6. If the issue persists, open the Administration > Troubleshooting > Diagnostic Tests > Component
Test menu, and perform the appropriate pickup/feed motor drive test. Replace the pickup assembly
if the test fails.

7. Verify the sensors are functioning correctly. If the sensors fail the test, first verify that all
connections on the DC controller are correctly seated. If possible, replace the sensor or assembly
it is associated with.

8. If the sensors pass the test, look for blockage or damaged parts and replace any damaged parts.

9. If the error persists, elevate the case using the Standard Support Process.

13.A3.A3
A paper stay jam occurred from tray 3.

The paper failed to leave the tray 3 pickup jam sensor when feeding from tray 3.

Recommended action for customers

1. Open the right door. Remove any jammed paper from the area.

2. Open tray 3 and remove any jammed paper from the tray.

3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

4. Check the tray 3 pick-up and feed rollers for wear, damage, or paper dust. Clean rollers with a damp,
lint free cloth.

5. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

56 Chapter 6 Numerical control panel messages

1. Open the right door. Remove any jammed paper from the area.

2. Open tray 3 and remove any jammed paper from the tray.

3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

4. Check the tray 3 pick-up and feed rollers.

a. Check the rollers for wear, damage, or paper dust.

b. Check if the pick-up/reverse/forward rollers are assembled correctly.

c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective
roller.

Part number: JC93-00540A

For instructions: See the Repair Service Manual for this product.

5. If pick up/reverse/forward rollers are good, check the pickup unit.

a. Remove trays 2 and 3 from the printer.

Recommended action for call-center agents and onsite technicians 57

 b. Push on the pickup actuator to see if it operates correctly. The pickup roller should drop down
when pushed.

c. If the pick rollers do not drop down correctly, replace the main frame second pickup unit.

Part number: JC93-01441A

For instructions: See the Repair Service Manual for this product.

6. If pickup drop down functions correctly, check the tray 3 pickup jam detection sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102-0300, T3 Feed Sensor.

58 Chapter 6 Numerical control panel messages

c. Trip the tray 3 feed sensor as shown in the following image to ensure that it is functioning
correctly.

d. If the sensor test fails, clean the sensor with a damp cotton swab and retest the sensor.

Figure 6-2 Clean feed sensor (Call-out 3)

Call-out 1: Registration sensor

Call-out 2: Tray 2 feed sensor
Call-out 3: Tray 3 feed sensor

NOTE: If the feed sensor was dirty or contaminated, the 2 other sensors might be also and
should be cleaned.

Recommended action for call-center agents and onsite technicians 59

 Figure 6-3 Example of dust contaminated sensor

e. If the sensor test fails, check the wire harness between the tray 3 feed sensor and main board
PCA.

f. If the wire harness is good, replace the sensor.

Part number: 0604-001502

7. If sensor functions correctly, test the pickup unit.

a. Run test 100-0380, Tray 3 Pickup Motor.

b. Check if the cable harness from the input unit to the main board PCA is connected correctly.

c. If the connection is OK replace the tray 3 main frame pickup.

Part number: JC93-00510A

8. If the error persists, test the feed motor.

a. Run test 100-0340, Feed Motor.

b. Check if the cable harness from the feed motor to the main board PCA is connected correctly.

c. If the connection is OK replace the feed drive.

Part number: JC93-00444A

For instructions: See the Repair Service Manual for this product.

9. Check the paper path between tray 3 and the registration area for obstructions or damage. If
damaged parts are found replace them. See the service manual for instructions.

13.A3.D3
A paper delay jam occurred from tray 3.

The paper failed to reach the tray 3 pickup jam sensor when feeding from tray 3.

60 Chapter 6 Numerical control panel messages

Recommended action for customers

1. Open the right door. Remove any jammed paper from the area.

2. Open tray 3 and remove any jammed paper from the tray.

3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

4. Check the tray 3 pick-up and feed rollers for wear, damage, or paper dust. Clean rollers with a damp,
lint free cloth.

5. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the right door. Remove any jammed paper from the area.

2. Open tray 3 and remove any jammed paper from the tray.

Recommended action for customers 61

 3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

4. Check the tray 3 pick-up and feed rollers.

a. Check the rollers for wear, damage, or paper dust.

b. Check if the pick-up/reverse/forward rollers are assembled correctly.

c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective
roller.

Part number: JC93-00540A

For instructions: See the Repair Service Manual for this product.

5. If pick up/reverse/forward rollers are good, check the pickup unit.

a. Remove trays 2 and 3 from the printer.

b. Push on the pickup actuator to see if it operates correctly. The pickup roller should drop down
when pushed.

62 Chapter 6 Numerical control panel messages

 c. If the pick rollers do not drop down correctly, replace the main frame second pickup.

Part number: JC93-01441A

For instructions: See the Repair Service Manual for this product.

6. If pickup drop down functions correctly, check the tray 3 pickup jam detection sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102-0300, Tray 3 Feed Sensor.

c. Trip the tray 3 feed sensor as shown in the following image to ensure that it is functioning
correctly.

d. If the sensor test fails, check the wire harness between the tray 3 feed sensor and main board
PCA.

e. If the wire harness is good, replace the sensor.

Part number: 0604-001502

7. If sensor functions correctly, test the pickup unit.

a. Run test 100-0380, Tray 3 Pickup Motor.

b. Check if the cable harness from the input unit to the main board PCA is connected correctly.

c. If the connection is OK replace the tray 3 main frame pickup.

Part number: JC93-00510A

Recommended action for call-center agents and onsite technicians 63

 8. If the error persists, test the feed motor.

a. Run test 100-0340, Feed Motor.

b. Check if the cable harness from the feed motor to the main board PCA is connected correctly.

c. If the connection is OK replace the feed drive.

Part number: JC93-00444A

For instructions: See the Repair Service Manual for this product.

13.A3.D4
A paper jam occurred from tray 4.

The paper did not reach the tray 3 pickup feed jam sensor when printing from tray 4.

Recommended action for customers

1. Check the location of the jammed paper (engine right door and/or tray 4).

2. Remove the jammed paper. Refer to the images below for each location.

NOTE: Do not close the right door or tray until step 5.

Figure 6-4 Open the Dual-Cassette Department Feeder (DCF)

64 Chapter 6 Numerical control panel messages

Figure 6-5 Open the 2,000-sheet HCI Feeder

Figure 6-6 Open the Engine Right Door

Recommended action for customers 65

 Figure 6-7 Open the Dual-Cassette Department Feeder (DCF) Tray 4

Figure 6-8 Open the 2,000-sheet HCI Feeder Tray 4

66 Chapter 6 Numerical control panel messages

3. Ensure that the tray width guides are set to the correct paper size being loaded in the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.

Figure 6-9 Paper size guides in the DCF Tray 4

Figure 6-10 Paper size guides in the 2,000-sheet HCI Feeder Tray 4

Recommended action for customers 67

 4. Ensure that the tray is not filled above the fill-mark.

Figure 6-11 Paper fill-mark on the DCF Tray 4

Figure 6-12 Fill mark on the 2,000-sheet HCI Tray 4

5. Close the right door and tray. The printer will attempt to feed the paper.

Check to see if a jam occurs again, and if it does, check the event code.

6. Make sure the paper type is supported by the printer.

7. Make sure the paper that is loaded in the tray matches the paper settings (size, type, weight) on the
printer.

8. Make sure the paper is in good condition. Do not use damaged, wrinkled, or wet paper. Avoid using
paper that has previously been printed on. Test using fresh paper.

9. If the error persists, contact HP Customer Support.

68 Chapter 6 Numerical control panel messages

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Check the location of the jammed paper (engine right door and/or tray 4).

2. Remove the jammed paper. Refer to the images below for each location.

NOTE: Do not close the right door or tray until step 5.

Figure 6-13 Open the Dual-Cassette Department Feeder (DCF)

Figure 6-14 Open the 2,000-sheet HCI Feeder

Recommended action for call-center agents and onsite technicians 69

 Figure 6-15 Open the Engine Right Door

Figure 6-16 Open the Dual-Cassette Department Feeder (DCF) Tray 4

70 Chapter 6 Numerical control panel messages

 Figure 6-17 Open the 2,000-sheet HCI Feeder Tray 4

3. Ensure that the tray width guides are set to the correct paper size being loaded in the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.

Figure 6-18 Paper size guides in the DCF Tray 4

Recommended action for call-center agents and onsite technicians 71

 Figure 6-19 Paper size guides in the 2,000-sheet HCI Feeder Tray 4

4. Ensure that the tray is not filled above the fill-mark.

Figure 6-20 Paper fill-mark on the DCF Tray 4

72 Chapter 6 Numerical control panel messages

 Figure 6-21 Fill mark on the 2,000-sheet HCI Tray 4

5. Close the right door and tray. The printer will attempt to feed the paper.

Check to see if a jam occurs again, and if it does, check the event code.

6. Make sure the paper type is supported by the printer.

7. Make sure the paper that is loaded in the tray matches the paper settings (size, type, weight) on the
printer.

8. Make sure the paper is in good condition. Do not use damaged, wrinkled, or wet paper. Avoid using
paper that has previously been printed on. Test using fresh paper.

9. If the error persists, perform one of the following actions:

● Call-center agent: Dispatch a technician for onsite service and order the following part:

Part name: Tray 2-x rollers

Part number: X3A83-67915

● Onsite technician: Continue to the next step.

10. Check the Tray 3 Feed Sensor:

a. On the printer control panel, open the following menus:

i. Support Tools

ii. Service

NOTE: The Service PIN for this printer is 04077817.

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

Recommended action for call-center agents and onsite technicians 73

 b. Run test 102-0300, Tray 3 Feed Sensor.

c. Trip the Tray 3 Feed Sensor (as shown in the image below) to ensure that it is functioning
correctly.

Figure 6-22 Trip the Tray 3 Feed Sensor

d. If there is no paper, the status will be "Low," and if there is paper, the status will be "High."

Figure 6-23 Sensor locations

● Callout 1: Registration Sensor

● Callout 2: Tray 2 Feed Sensor

● Callout 3: Tray 3 Feed Sensor

NOTE: If the feed sensor is dirty or contaminated, the other two sensors might also be dirty
and should be cleaned.

74 Chapter 6 Numerical control panel messages

 Figure 6-24 Example of a dust contaminated sensor

e. If the sensor test fails, check the wire harness between the Tray 3 Feed Sensor and the main
board PCA.

If the wires are good, replace the feed sensor.

Feed sensor part number: 0604-001381

f. If the Tray 3 Feed Sensor has been replaced and the sensor still does not function correctly,
replace the Main Board PCA.

Main Board PCA part number: JC82-00540A

For instructions:

Or, see the Service Manual for the printer.

11. Check the Tray 4 pickup and feed rollers.

a. Check the rollers for wear, damage, or dust.

If the rollers are dirty, clean them with a damp, lint-free cloth.

Recommended action for call-center agents and onsite technicians 75

 b. Check the pickup/reverse/forward rollers and make sure they are assembled correctly.

Figure 6-25 Hook fixed position

Figure 6-26 Release the roller

76 Chapter 6 Numerical control panel messages

 c. Check the count of the rollers from the Service Mode menu.

Figure 6-27 Count of rollers in Service Mode

d. If the pickup/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Tray 2-x rollers part number: X3A83-67915

For instructions:

e. Replace the Tray 4 Pick-up Roller Assembly.

Tray 4 Pick-up Roller Assembly part numbers:

● JC93-00513A (DCF)

● JC90-01727A (HCI)

12. If the error persists and paper is found inside the printer engine, check the main motor:

a. Run test 100-0340, Feed Motor and listen for the motor to operate.

b. If the test fails, check if the wire harness on the feed drive assembly is connected correctly.

c. If the error persists, replace the feed motor or the feed drive assembly.

Feed motor part number: JC31-00033B

Feed drive assembly part number: JC93-00444A
For instructions:

Or, see the Service Manual for the printer.

13. Check the Tray 4 pickup motor.

a. Run test 100-0390, Tray 4 Pick-Up Motor. Listen for the Tray 4 motor and ensure that the pickup
roller is rotating freely.

b. If the tray 4 motor does not function correctly, check the wire harness connection on the tray 4
pickup drive unit.

Recommended action for call-center agents and onsite technicians 77

 c. If the tray 4 wire harness has no defects, replace the tray 4 pickup motor or pickup drive unit.

Pickup motor part number: JC93-00452A

Pickup drive part numbers:

● JC93-00442C (DCF)

● JC93-01466 (HCI)

For instructions:
Removal and replacement: Pickup drive unit 4, or see the Service Manual for the printer.

14. If the error persists, please contact the GBU with information, such as the JDP Log and Reports.

13.A3.D5
A paper jam occurred from tray 5.

The paper did not reach the tray 3 pickup feed jam sensor when printing from tray 5.

Recommended action for customers

1. Check the location of the jammed paper (engine right door and/or tray 5).

2. Remove the jammed paper. Refer to the images below for each location.

NOTE: Do not close the right door or tray until step 5.

Figure 6-28 Open the Engine Right Door

78 Chapter 6 Numerical control panel messages

 Figure 6-29 Open the Dual-Cassette Department Feeder (DCF) Tray 5

3. Ensure that the tray width guides are set to the correct paper size being loaded in the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.

Figure 6-30 Paper size guides in the DCF Tray 5

Recommended action for customers 79

 4. Ensure that the tray is not filled above the fill-mark.

Figure 6-31 Paper fill-mark on the DCF Tray 5

5. Close the right door and tray. The printer will attempt to feed the paper.

Check to see if a jam occurs again, and if it does, check the event code.

6. Make sure the paper type is supported by the printer.

7. Make sure the paper that is loaded in the tray matches the paper settings (size, type, weight) on the
printer.

8. Make sure the paper is in good condition. Do not use damaged, wrinkled, or wet paper. Avoid using
paper that has previously been printed on. Test using fresh paper.

9. If the error persists, contact HP Customer Support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Check the location of the jammed paper (engine right door and/or tray 5).

2. Remove the jammed paper. Refer to the images below for each location.

NOTE: Do not close the right door or tray until step 5.

80 Chapter 6 Numerical control panel messages

Figure 6-32 Open the Engine Right Door

Figure 6-33 Open the Dual-Cassette Department Feeder (DCF) Tray 5

Recommended action for call-center agents and onsite technicians 81

 3. Ensure that the tray width guides are set to the correct paper size being loaded in the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.

Figure 6-34 Paper size guides in the DCF Tray 5

4. Ensure that the tray is not filled above the fill-mark.

Figure 6-35 Paper fill-mark on the DCF Tray 5

5. Close the right door and tray. The printer will attempt to feed the paper.

Check to see if a jam occurs again, and if it does, check the event code.

6. Make sure the paper type is supported by the printer.

7. Make sure the paper that is loaded in the tray matches the paper settings (size, type, weight) on the
printer.

8. Make sure the paper is in good condition. Do not use damaged, wrinkled, or wet paper. Avoid using
paper that has previously been printed on. Test using fresh paper.

82 Chapter 6 Numerical control panel messages

9. If the error persists, perform one of the following actions:

● Call-center agent: Dispatch a technician for onsite service and order the following part:

Part name: Tray 2-x rollers

Part number: X3A83-67915

● Onsite technician: Continue to the next step.

10. Check the Tray 3 Feed Sensor:

a. On the printer control panel, open the following menus:

i. Support Tools

ii. Service

NOTE: The Service PIN for this printer is 04077817.

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

b. Run test 102–0300, Tray 3 Feed Sensor.

c. Trip the Tray 3 Feed Sensor (as shown in the image below) to ensure that it is functioning
correctly.

Figure 6-36 Trip the Tray 3 Feed Sensor

Recommended action for call-center agents and onsite technicians 83

 d. If there is no paper, the status will be "Low," and if there is paper, the status will be "High."

Figure 6-37 Sensor locations

● Callout 1: Regi Sensor

● Callout 2: Tray 2 Feed Sensor

● Callout 3: Tray 3 Feed Sensor

NOTE: If the feed sensor is dirty or contaminated, the other two sensors might also be dirty
and should be cleaned.

Figure 6-38 Example of a dust contaminated sensor

84 Chapter 6 Numerical control panel messages

 e. If the sensor test fails, check the wire harness between the Tray 3 Feed Sensor and the main
board PCA.

If the wires are good, replace the feed sensor.

Feed sensor part number: 0604-001381

f. If the Tray 3 Feed Sensor has been replaced and the sensor still does not function correctly,
replace the Main Board PCA.

Main Board PCA part number: JC82-00540A

For instructions:

Or, see the Service Manual for the printer.

11. Check the Tray 5 pickup and feed rollers.

a. Check the rollers for wear, damage, or dust.

If the rollers are dirty, clean them with a damp, lint-free cloth.

b. Check the pickup/reverse/forward rollers and make sure they are assembled correctly.

Figure 6-39 Hook fixed position

Recommended action for call-center agents and onsite technicians 85

 Figure 6-40 Release the roller

c. Check the count of the rollers from the Service Mode menu.

Figure 6-41 Count of rollers in Service Mode

d. If the pickup/reverse/forward rollers are worn out or contaminated, replace the defective roller.

Tray 2-x rollers part number: X3A83-67915

For instructions:

e. Replace the Tray 5 Pick-up Roller Assembly.

Tray 5 Pickup Roller Assembly part number: JC93-00513A

12. If the error persists and paper is found inside the printer engine, check the main motor:

a. Run test 100-0340, Feed Motor and listen for the motor to operate.

b. If the test fails, check if the wire harness on the feed drive assembly is connected correctly.

86 Chapter 6 Numerical control panel messages

 c. If the error persists, replace the feed motor or the feed drive assembly.

Feed motor part number: JC31-00033B

Feed drive assembly part number: JC93-00444A
For instructions:

Or, see the Service Manual for the printer.

13. Check the Tray 5 pickup drive unit.

a. Remove Tray 5.

b. Run test 100-0400, Tray 5 Pick-Up Motor. Listen for the Tray 5 motor and ensure that the pickup
roller is rotating freely.

c. If the tray 5 motor does not function correctly, check the wire harness connection on the tray 5
pickup drive unit.

d. If the tray 5 wire harness has no defects, replace the tray 5 pickup motor or pickup drive unit.

Pickup motor part number: JC93-00540A

Pickup drive part number: JC93-00442C
For instructions: Removal and replacement: Pickup drive unit 5 (see the Service Manual for the
printer).

14. If the error persists, please contact the GBU with information, such as the JDP Log and Reports.

13.A3.FF
A residual jam occurred at the tray 3 pickup feed jam sensor.

Recommended action for customers

1. Open the right door and remove any jammed paper from the area.

Figure 6-42 Open the right door

13.A3.FF 87
 2. Print a test job to see if the same paper jam occurs.

3. If the paper jam reoccurs, make note of the jam error code and then contact HP Customer Support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the right door and remove any jammed paper from the area.

Figure 6-43 Open the right door

2. Print a test job to see if the same paper jam occurs.

3. If the paper jam reoccurs, perform one of the following actions:

● Call-center agent: Make note of the jam event code and then dispatch a technician for onsite
service. Order the appropriate replacement part(s) for the specific event code.

● Onsite technician: Continue to the next step.

4. Check the Tray 3 Feed Sensor:

a. On the printer control panel, open the following menus:

i. Support Tools

ii. Service

NOTE: The Service PIN for this printer is 04077817.

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

88 Chapter 6 Numerical control panel messages

b. Run test 102–0300, Tray 3 Feed Sensor.

c. Trip the Tray 3 Feed Sensor (as shown in the image below) to ensure that it is functioning
correctly.

Figure 6-44 Trip the Tray 3 Feed Sensor

d. If there is no paper, the status will be "Low," and if there is paper, the status will be "High."

Figure 6-45 Sensor locations

● Callout 1: Regi Sensor

● Callout 2: Tray 2 Feed Sensor

● Callout 3: Tray 3 Feed Sensor

NOTE: If the feed sensor is dirty or contaminated, the other two sensors might also be dirty
and should be cleaned.

Recommended action for call-center agents and onsite technicians 89

 Figure 6-46 Example of a dust contaminated sensor

e. If the sensor test fails, check the wire harness between the Tray 3 Feed Sensor and the main
board PCA.

If the wires are good, replace the feed sensor.

Feed sensor part number: 0604-001381

f. If the Tray 3 Feed Sensor has been replaced and the sensor still does not function correctly,
replace the Main Board PCA.

Main Board PCA part number: JC82-00540A

For instructions:

5. If the error persists, please contact the GBU with information, such as the JDP Log and Reports.

13.A4.A4
A paper stay jam occurred from tray 4 of the dual cassette feeder (DCF).

The paper failed to leave the tray 4 pickup jam sensor when feeding from tray 4.

Recommended action for customers

1. Open the dual cassette feeder (DCF) right cover. Remove any jammed paper from the area.

2. Open tray 4 and remove any jammed paper from the tray.

90 Chapter 6 Numerical control panel messages

 3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

4. Check the tray 4 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a
damp, lint free cloth.

5. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the dual cassette department feeder right cover. Remove any jammed paper from the area.

2. Open tray 4 and remove any jammed paper from the tray.

3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

4. Check the tray 4 pick-up and feed rollers.

a. Check the rollers for wear, damage, or paper dust.

Recommended action for call-center agents and onsite technicians 91

 b. Check if the pick-up/reverse/forward rollers are assembled correctly.

c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective
roller.

Pickup roller part number: JC93-00540A

Feed roller part number: JC93-00540A
Removal and replacement: Pickup/reverse/feed roller See the Repair Service Manual for this
product

5. If the error persists, check the tray 4 feed sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0320, Tray 4 Feed Sensor.

c. Trip the tray 4 feed sensor as shown in the following image to ensure that it is functioning
correctly.

d. If the sensor test fails, check the wire harness between the tray 4 feed sensor and the sheet
feeder PCA.

e. If the wire harness is good, replace the tray 4 feed sensor.

Part number: 0604-001502

92 Chapter 6 Numerical control panel messages

 f. If the tray 4 feed sensor has been replaced and the sensor still does not function correctly,
replace the sheet feeder PCA.

Part number: Y1F97-67001

For instructions: See the Repair Service Manual for this product.

6. Check the tray 4 feed motor.

a. Open the lower right door and run test 101-0141, Tray 4 Feed Motor.

b. Ensure that the feed rollers are rotating.

c. If the motor does not function correctly, check if the DCF feed motor wire harness is
connected correctly.

d. If the connection is OK, replace the DCF feed drive assembly.

Part number: JC93-00447B

7. Check the tray 4 pickup motor.

a. Run test 100-0390, Tray 4 Pickup Motor and listen for the pickup motor running.

b. If the motor does not function correctly, check if the DCF pickup motor wire harness is
connected correctly.

c. If the connection is OK, replace the tray 4 pickup drive.

Part number: JC93-00442C

8. Check the paper path between the DCF and the printer engine for obstructions or damage.
Replace any damaged parts using the service manual.

9. If the error persists, test the feed motor.

a. Run test 100-0340, Feed Motor.

b. Check if the cable harness from the feed motor to the main board PCA is connected correctly.

c. If the connection is OK replace the feed drive.

Part number: JC93-00444A

For instructions: See the Repair Service Manual for this product.

13.A4.A5
A paper stay jam occurred from tray 5 of the dual cassette feeder (DCF).

The paper failed to leave the tray 4 pickup jam detection sensor when feeding from tray 5.

Recommended action for customers

1. Open the dual cassette feeder (DCF) right cover. Remove any jammed paper from the area.

2. Open tray 5 and remove any jammed paper from the tray.

13.A4.A5 93
 3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

4. Check the tray 4 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a
damp, lint free cloth.

5. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the dual cassette department feeder right cover. Remove any jammed paper from the area.

2. Open tray 5 and remove any jammed paper from the tray.

3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

4. Check the tray 5 pick-up and feed rollers.

a. Check the rollers for wear, damage, or paper dust.

94 Chapter 6 Numerical control panel messages

 b. Check if the pick-up/reverse/forward rollers are assembled correctly.

c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective
roller.

Pickup roller part number: JC93-00540A

Feed roller part number: JC93-00540A
For instructions: Removal and replacement: Pickup/reverse/feed roller See the Repair Service
Manual for this product

5. If the error persists, check the tray 4 feed sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0320, Tray 4 Feed Sensor.

c. Trip the tray 4 feed sensor as shown in the following image to ensure that it is functioning
correctly.

d. If the sensor test fails, check the wire harness between the tray 4 feed sensor and the sheet
feeder PCA.

e. If the wire harness is good, replace the tray 4 feed sensor.

Part number: 0604-001502

Recommended action for call-center agents and onsite technicians 95

 f. If the tray 4 feed sensor has been replaced and the sensor still does not function correctly,
replace the sheet feeder PCA.

Part number: Y1F97-67001

For instructions: See the Repair Service Manual for this product.

6. Check the tray 4 feed motor.

a. Open the lower right door and run test 101-0141, Tray 4 Feed Motor.

b. Ensure that the feed rollers are rotating.

c. If the motor does not function correctly, check if the DCF feed motor wire harness is
connected correctly.

d. If the connection is OK, replace the DCF feed drive assembly.

Part number: JC93-00447B

7. Check the tray 5 feed motor.

a. Open the lower right door and run test 101-0151, Tray 5 Feed Motor.

b. Ensure that the feed rollers are rotating.

c. If the motor does not function correctly, check if the DCF feed motor wire harness is
connected correctly.

d. If the connection is OK, replace the DCF feed drive assembly.

Part number: JC93-00447B

8. Check the tray 5 pickup motor.

a. Run test 100-0400, Tray 5 Pickup Motor and listen for the pickup motor running.

b. If the motor does not function correctly, check if the DCF pickup motor wire harness is
connected correctly.

c. If the connection is OK, replace the tray 5 pickup drive.

Part number: JC93-00442C

9. Check the paper path between the DCF and the printer engine for obstructions or damage.
Replace any damaged parts using the service manual.

10. If the error persists, test the feed motor.

a. Run test 100-0340, Feed Motor.

b. Check if the cable harness from the feed motor to the main board PCA is connected correctly.

c. If the connection is OK replace the feed drive.

Part number: JC93-00444A

For instructions: See the Repair Service Manual for this product.

13.A4.D4
A paper delay jam occurred from tray 4 of the dual cassette feeder (DCF).

96 Chapter 6 Numerical control panel messages

 The paper failed to reach the tray 4 pickup jam sensor when feeding from tray 4.

Recommended action for customers

1. Open the dual cassette feeder (DCF) right cover. Remove any jammed paper from the area.

2. Open tray 4 and remove any jammed paper from the tray.

3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

4. Check the tray 4 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a
damp, lint free cloth.

5. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the dual cassette department feeder right cover. Remove any jammed paper from the area.

2. Open tray 4 and remove any jammed paper from the tray.

Recommended action for customers 97

 3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

4. Check the tray 4 pick-up and feed rollers.

a. Check the rollers for wear, damage, or paper dust.

b. Check if the pick-up/reverse/forward rollers are assembled correctly.

c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective
roller.

Pickup roller part number: JC93-00540A

Feed roller part number: JC93-00540A

5. If the error persists, check the tray 4 feed sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0320, Tray 4 Feed Sensor.

98 Chapter 6 Numerical control panel messages

 c. Trip the tray 4 feed sensor as shown in the following image to ensure that it is functioning
correctly.

d. If the sensor test fails, check the wire harness between the tray 4 feed sensor and the sheet
feeder PCA.

e. If the wire harness is good, replace the tray 4 feed sensor.

Part number: 0604-001381

f. If the tray 4 feed sensor has been replaced and the sensor still does not function correctly,
replace the sheet feeder PCA.

Part number: Y1F97-67001

For instructions: See the Repair Service Manual for this product.

6. Check the tray 4 feed motor.

a. Open the lower right door and run test 101-0141, Tray 4 Feed Motor.

b. Ensure that the feed rollers are rotating.

c. If the motor does not function correctly, check if the DCF feed motor wire harness is
connected correctly.

d. If the connection is OK, replace the DCF feed drive assembly.

Part number: JC93-00447B

7. Check the tray 4 pickup motor.

a. Run test 100-0390, Tray 4 Pickup Motor and listen for the pickup motor running.

b. If the motor does not function correctly, check if the DCF pickup motor wire harness is
connected correctly.

c. If the connection is OK, replace the tray 4 pickup drive.

Part number: JC93-00442C

8. Check the tray 4 pickup unit for obstructions or damaged parts, replace the DCF main frame pickup
1 assembly as needed.

Part number: JC93-00513A

Recommended action for call-center agents and onsite technicians 99

 For instructions: See the Repair Service Manual for this product.

13.A4.D5
A paper delay jam occurred from tray 5 of the dual cassette feeder (DCF).

The paper failed to reach the tray 4 pickup jam detection sensor when feeding from tray 5.

Recommended action for customers

1. Open the dual cassette feeder (DCF) right cover. Remove any jammed paper from the area.

2. Open tray 5 and remove any jammed paper from the tray.

3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

4. Check the tray 5 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a
damp, lint free cloth.

5. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the dual cassette department feeder right cover. Remove any jammed paper from the area.

2. Open tray 5 and remove any jammed paper from the tray.

100 Chapter 6 Numerical control panel messages

3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

4. Check the tray 5 pick-up and feed rollers.

a. Check the rollers for wear, damage, or paper dust.

b. Check if the pick-up/reverse/forward rollers are assembled correctly.

c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective
roller.

Pickup roller part number: JC93-00540A

Feed roller part number: JC93-00540A

5. If the error persists, check the tray 4 feed sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0320, Tray 4 Feed Sensor.

Recommended action for call-center agents and onsite technicians 101

 c. Trip the tray 4 feed sensor as shown in the following image to ensure that it is functioning
correctly.

d. If the sensor test fails, check the wire harness between the tray 4 feed sensor and the sheet
feeder PCA.

e. If the wire harness is good, replace the tray 4 feed sensor.

Part number: 0604-001381

f. If the tray 4 feed sensor has been replaced and the sensor still does not function correctly,
replace the sheet feeder PCA.

Part number: Y1F97-67001

For instructions: See the Repair Service Manual for this product.

6. Check the tray 4 feed motor.

a. Open the lower right door and run test 101-0141, Tray 4 Feed Motor.

b. Ensure that the feed rollers are rotating.

c. If the motor does not function correctly, check if the DCF feed motor wire harness is
connected correctly.

d. If the connection is OK, replace the DCF feed drive assembly.

Part number: JC93-00447B

7. Check the tray 5 feed motor.

a. Open the lower right door and run test 101-0151, Tray 5 Feed Motor.

b. Ensure that the feed rollers are rotating.

c. If the motor does not function correctly, check if the DCF feed motor wire harness is
connected correctly.

d. If the connection is OK, replace the DCF feed drive assembly.

Part number: JC93-00447B

8. Check the tray 5 pickup motor.

102 Chapter 6 Numerical control panel messages

 a. Run test 100-0400, Tray 5 Pickup Motor and listen for the pickup motor running.

b. If the motor does not function correctly, check if the DCF pickup motor wire harness is
connected correctly.

c. If the connection is OK, replace the tray 5 pickup drive.

Part number: JC93-00442C

9. Check the tray 5 pickup unit for obstructions or damaged parts, replace the DCF main frame pickup
as needed.

Part number: JC93-00513A

For instructions: See the Repair Service Manual for this product.

13.A4.FF Paper Jam

Residual paper jam at the tray 4 jam detect sensor.

Recommended action for customers

1. Open the dual cassette feeder (DCF) right cover. Remove any jammed paper from the area.

2. Open trays 4 and 5 and remove any jammed paper from the tray.

3. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Open the dual cassette department feeder right cover. Remove any jammed paper from the area.

2. Open trays 4 and 5 and remove any jammed paper from the tray.

3. If the error persists, dispatch an on-site engineer with the part:

Tray 4 feed sensor Part number: 0604-001381

Recommended action for onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the dual cassette department feeder right cover. Remove any jammed paper from the area.

2. Open trays 4 and 5 and remove any jammed paper from the tray.

3. If the error persists, check the tray 4 feed sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

13.A4.FF Paper Jam 103

 ● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0320, Tray 4 Feed Sensor.

c. Trip the tray 4 feed sensor as shown in the following image to ensure that it is functioning
correctly.

● Normal status: Low

● If the sensor is obscured: High

d. If the sensor test fails, check the wire harness between the tray 4 feed sensor and the sheet
feeder PCA.

e. If the wire harness is good, replace the tray 4 feed sensor.

Tray 4 feed sensor part number: 0604-001381

NOTE: Even if the sensor was previously part number 0604-001502, replace it with
0604-001381.

On the 0604-001502 part there is no connector pin cover (Callout 1).

On the 0604-001381 part the connecting pins are covered (Callout 2).

104 Chapter 6 Numerical control panel messages

 NOTE: This error is most often caused by Tray 4 feed sensor contamination, a sensor defect,
or a paper jam. It is not recommended to replace the entire DCF unit to solve the error.

13.A5.A5
A paper stay jam occurred from tray 5 of the dual cassette feeder (DCF).

The paper failed to leave the tray 5 pickup jam sensor when feeding from tray 5.

Recommended action for customers

1. Open the dual cassette feeder (DCF) right cover. Remove any jammed paper from the area.

2. Open tray 5 and remove any jammed paper from the tray.

3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

4. Check the tray 5 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a
damp, lint free cloth.

5. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

13.A5.A5 105
 1. Open the dual cassette department feeder right cover. Remove any jammed paper from the area.

2. Open tray 5 and remove any jammed paper from the tray.

3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

4. Check the tray 5 pick-up and feed rollers.

a. Check the rollers for wear, damage, or paper dust.

b. Check if the pick-up/reverse/forward rollers are assembled correctly.

c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective
roller.

Pickup roller part number: JC93-00540A

Feed roller part number: JC93-00540A

5. If the error persists, check the tray 5 feed sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0340, Tray 5 Feed Sensor.

106 Chapter 6 Numerical control panel messages

 c. Trip the tray 5 feed sensor as shown in the following image to ensure that it is functioning
correctly.

d. If the sensor test fails, check the wire harness between the tray 4 feed sensor and the sheet
feeder PCA.

e. If the wire harness is good, replace the tray 5 feed sensor.

Part number: 0604-001381

f. If the tray 5 feed sensor has been replaced and the sensor still does not function correctly,
replace the sheet feeder PCA.

Part number: Y1F97-67001

For instructions: See the Repair Service Manual for this product.

6. Check the tray 5 feed motor.

a. Open the lower right door and run test 101-0151, Tray 5 Feed Motor.

b. Ensure that the feed rollers are rotating.

c. If the motor does not function correctly, check if the DCF feed motor wire harness is
connected correctly.

d. If the connection is OK, replace the DCF feed drive assembly.

Part number: JC93-00447B

7. Check the tray 5 pickup motor.

a. Run test 100-0400, Tray 5 Pickup Motor and listen for the pickup motor running.

b. If the motor does not function correctly, check if the DCF pickup motor wire harness is
connected correctly.

c. If the connection is OK, replace the tray 5 pickup drive.

Part number: JC93-00442C

8. Check the tray 4 feed motor.

a. Open the lower right door and run test 101-0141, Tray 4 Feed Motor.

Recommended action for call-center agents and onsite technicians 107

 b. Ensure that the feed rollers are rotating.

c. If the motor does not function correctly, check if the DCF feed motor wire harness is
connected correctly.

d. If the connection is OK, replace the DCF feed drive assembly.

Part number: JC93-00447B

13.A5.D5
A paper delay jam occurred from tray 5 of the dual cassette feeder (DCF).

The paper failed to reach the tray 5 pickup jam sensor when feeding from tray 5.

Recommended action for customers

1. Open the dual cassette feeder (DCF) right cover. Remove any jammed paper from the area.

2. Open tray 5 and remove any jammed paper from the tray.

3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

4. Check the tray 5 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a
damp, lint free cloth.

5. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the dual cassette department feeder right cover. Remove any jammed paper from the area.

2. Open tray 5 and remove any jammed paper from the tray.

108 Chapter 6 Numerical control panel messages

3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

4. Check the tray 5 pick-up and feed rollers.

a. Check the rollers for wear, damage, or paper dust.

b. Check if the pick-up/reverse/forward rollers are assembled correctly.

c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective
roller.

Pickup roller part number: JC93-00540A

Feed roller part number: JC93-00540A

5. If the error persists, check the tray 5 feed sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0340, Tray 5 Feed Sensor.

Recommended action for call-center agents and onsite technicians 109

 c. Trip the tray 5 feed sensor as shown in the following image to ensure that it is functioning
correctly.

d. If the sensor test fails, check the wire harness between the tray 4 feed sensor and the sheet
feeder PCA.

e. If the wire harness is good, replace the tray 5 feed sensor.

Part number: 0604-001381

f. If the tray 5 feed sensor has been replaced and the sensor still does not function correctly,
replace the sheet feeder PCA.

Part number: Y1F97-67001

For instructions: See the Repair Service Manual for this product.

6. Check the tray 5 feed motor.

a. Open the lower right door and run test 101-0151, Tray 5 Feed Motor.

b. Ensure that the feed rollers are rotating.

c. If the motor does not function correctly, check if the DCF feed motor wire harness is
connected correctly.

d. If the connection is OK, replace the DCF feed drive assembly.

Part number: JC93-00447B

7. Check the tray 5 pickup motor.

a. Run test 100-0400, Tray 5 Pickup Motor and listen for the pickup motor running.

b. If the motor does not function correctly, check if the DCF pickup motor wire harness is
connected correctly.

c. If the connection is OK, replace the tray 5 pickup drive.

Part number: JC93-00442C

8. Check the tray 5 pickup unit for obstructions or damaged parts, replace the DCF main frame pickup
as needed.

Part number: JC93-00513A

110 Chapter 6 Numerical control panel messages

 For instructions: See the Repair Service Manual for this product.

13.A7.A4
A paper stay jam occurred from tray 4.

The paper failed to leave the tray 4 pickup jam detection sensor when feeding from tray 4.

Recommended action for customers

1. Check the location of the jammed paper (HCI/DCF or Engine right door, and HCI/DCF tray).

2. Remove the jammed paper. Refer to the images below for each location.

NOTE: Do not close the right door or tray until step 5.

Figure 6-47 Open the Dual-Cassette Department Feeder (DCF)

Figure 6-48 Open the 2,000-sheet HCI Feeder

13.A7.A4 111
 Figure 6-49 Open the Engine Right Door

Figure 6-50 Open the Dual-Cassette Department Feeder (DCF) Tray 4

112 Chapter 6 Numerical control panel messages

 Figure 6-51 Open the 2,000-sheet HCI Feeder Tray 4

3. Ensure that the tray width guides are set to the correct paper size being loaded in the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.

Figure 6-52 Paper size guides in the DCF Tray 4

Recommended action for customers 113

 Figure 6-53 Paper size guides in the 2,000-sheet HCI Feeder Tray 4

4. Ensure that the paper in the tray is not filled above the fill-mark.

Figure 6-54 Paper fill-mark on the DCF Tray 4

114 Chapter 6 Numerical control panel messages

 Figure 6-55 Fill mark on the 2,000-sheet HCI Tray 4

5. Close the right door and tray. The printer will attempt to feed the paper.

Check to see if a jam occurs again, and if it does, check the event code.

6. Make sure the paper type is supported by the printer.

7. Make sure the paper that is loaded in the tray matches the paper settings (size, type, weight) on the
printer.

8. If the error persists, contact HP Customer Support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Check the location of the jammed paper (HCI/DCF or Engine right door, and HCI/DCF tray).

2. Remove the jammed paper. Refer to the images below for each location.

NOTE: Do not close the right door or tray until step 5.

Recommended action for call-center agents and onsite technicians 115

 Figure 6-56 Open the Dual-Cassette Department Feeder (DCF)

Figure 6-57 Open the 2,000-sheet HCI Feeder

116 Chapter 6 Numerical control panel messages

Figure 6-58 Open the Engine Right Door

Figure 6-59 Open the Dual-Cassette Department Feeder (DCF) Tray 4

Recommended action for call-center agents and onsite technicians 117

 Figure 6-60 Open the 2,000-sheet HCI Feeder Tray 4

3. Ensure that the tray width guides are set to the correct paper size being loaded in the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.

Figure 6-61 Paper size guides in the DCF Tray 4

118 Chapter 6 Numerical control panel messages

 Figure 6-62 Paper size guides in the 2,000-sheet HCI Feeder Tray 4

4. Ensure that the tray is not filled above the fill-mark.

Figure 6-63 Paper fill-mark on the DCF Tray 4

Recommended action for call-center agents and onsite technicians 119

 Figure 6-64 Fill mark on the 2,000-sheet HCI Tray 4

5. Close the right door and tray. The printer will attempt to feed the paper.

Check to see if a jam occurs again, and if it does, check the event code.

6. Make sure the paper type is supported by the printer.

7. Make sure the paper that is loaded in the tray matches the paper settings (size, type, weight) on the
printer.

8. If the error persists, perform one of the following actions:

● Call-center agent: Dispatch a technician for onsite service and order the following part:

Part name: Tray 2-x rollers

Part number: X3A83-67915

● Onsite technician: Continue to the next step.

9. Follow the steps in the support document listed below BEFORE you do any further troubleshooting
for this issue.

Search for the following document in WISE: HP LaserJet Managed MFP E72525-E72535, E77822-
E77830, E78323-E78330, E82540-E82560, E87640-E87660 - 13.A7.A4 jam in 2,000 sheet high
capacity input
If the error persists after trying all the steps in the support document, continue to the next step.

10. Check the Tray 4 Feed Sensor:

a. Clean the sensor with a lint-free cloth.

b. On the printer control panel, open the following menus:

i. Support Tools

ii. Service

NOTE: The Service PIN for this printer is 04077817.

120 Chapter 6 Numerical control panel messages

 iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

c. Run test 102-0320, Tray 4 Feed Sensor.

d. Trip the Tray 4 Feed Sensor (shown in the images below) to ensure that it is functioning
correctly.

Figure 6-65 DCF Tray 4 Feed Sensor

Figure 6-66 Tray 4 Feed Sensor on the 2,000-sheet HCI feeder

Recommended action for call-center agents and onsite technicians 121

 e. If there is no paper, the sensor status will be "Low," and if there is paper, the status will be
"High."

Figure 6-67 Status of sensor test (example)

f. If the sensor test fails, check the wire harness between the Tray 4 Feed Sensor and the sheet
feeder PCA.

If the wire harness is good, replace the Tray 4 Feed Sensor.

Tray 4 Feed Sensor part number: 0604-001381

g. If the Tray 4 Feed Sensor has been replaced and the sensor still does not function correctly,
replace the DCF sheet feeder PCA.

DCF sheet feeder PCA part numbers:

● Y1F99-67001 (2K HCI)

● Y1F97-67001 (DCF)

For instructions: Removal and replacement: Dual-cassette feeder (DCF) PCA or 2K HCI tray
PCA (see the Service Manual for the printer)
If the error persists, continue to the next step.

11. Check the Tray 4 Feed Motor:

a. Open the lower right door and run test 101-0141, Tray 4 Feed Motor.

b. Ensure that the feed rollers are rotating freely.

c. If the motor is not functioning correctly, check the DCF feed motor wire harness and make
sure it is connected properly.

d. If the connection is OK, replace the DCF Feed Drive Assembly.

DCF Feed Drive Assembly part number: JC93-00447A

If the error persists, continue to the next step.

122 Chapter 6 Numerical control panel messages

12. Check the rollers and make sure they are hooked correctly. Jams can occur when the rollers are
not hooked correctly.

Figure 6-68 Hook fixed position

Figure 6-69 Release the roller

Recommended action for call-center agents and onsite technicians 123

 13. Check the roller count (life) in the Service Mode menu.

Figure 6-70 Count of rollers in Service Mode

14. Replace the pickup and feed rollers.

Tray 2-x rollers part number: X3A83-67915

For instructions:
See the Service Manual for this product.

15. Replace the Tray 4 Pick-up Roller Assembly.

Tray 4 Pick-up Roller Assembly part numbers:

● JC90-01727A (2K HCI)

● JC93-00513A (DCF)

16. If the error persists, please contact the GBU and include the JDP Log and reports.

13.A7.A5
A paper stay jam occurred from tray 5.

The paper failed to leave the tray 5 feed sensor when feeding from tray 5.

Recommended action for customers

1. Check the location of the jammed paper (DCF or Engine right door, and tray 5).

2. Remove the jammed paper. Refer to the images below for each location.

NOTE: Do not close the right door or tray until step 5.

124 Chapter 6 Numerical control panel messages

Figure 6-71 Open the Dual-Cassette Department Feeder (DCF)

Figure 6-72 Open the Engine Right Door

Recommended action for customers 125

 Figure 6-73 Open the Dual-Cassette Department Feeder (DCF) Tray 5

3. Ensure that the tray width guides are set to the correct paper size being loaded in the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.

Figure 6-74 Paper size guides in the DCF Tray 5

126 Chapter 6 Numerical control panel messages

 4. Ensure that the paper in the tray is not filled above the fill-mark.

Figure 6-75 Paper fill-mark on the DCF Tray 5

5. Close the door and tray. The printer will attempt to feed the paper.

Check to see if a jam occurs again, and if it does, check the event code.

6. Make sure the paper type is supported by the printer.

7. Make sure the paper that is loaded in the tray matches the paper settings (size, type, weight) on the
printer.

8. If the error persists, contact HP Customer Support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Check the location of the jammed paper (DCF or Engine right door, and tray 5).

2. Remove the jammed paper. Refer to the images below for each location.

NOTE: Do not close the right door or tray until step 5.

Recommended action for call-center agents and onsite technicians 127

 Figure 6-76 Open the Dual-Cassette Department Feeder (DCF)

Figure 6-77 Open the Engine Right Door

128 Chapter 6 Numerical control panel messages

 Figure 6-78 Open the Dual-Cassette Department Feeder (DCF) Tray 5

3. Ensure that the tray width guides are set to the correct paper size being loaded in the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.

Figure 6-79 Paper size guides in the DCF Tray 5

Recommended action for call-center agents and onsite technicians 129

 4. Ensure that the tray is not filled above the fill-mark.

Figure 6-80 Paper fill-mark on the DCF Tray 5

5. Close the door and tray. The printer will attempt to feed the paper.

Check to see if a jam occurs again, and if it does, check the event code.

6. Make sure the paper type is supported by the printer.

7. Make sure the paper that is loaded in the tray matches the paper settings (size, type, weight) on the
printer.

8. If the error persists, perform one of the following actions:

● Call-center agent: Dispatch a technician for onsite service and order the following part:

Part name: Tray 2-x rollers

Part number: X3A83-67915

● Onsite technician: Continue to the next step.

9. Check the Tray 5 Feed Sensor:

a. Clean the sensor with a lint-free cloth.

b. On the printer control panel, open the following menus:

i. Support Tools

ii. Service

NOTE: The Service PIN for this printer is 04077817.

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

130 Chapter 6 Numerical control panel messages

c. Run test 102-0340, Tray 5 Feed Sensor.

d. Trip the Tray 5 Feed Sensor (shown in the images below) to ensure that it is functioning
correctly.

Figure 6-81 DCF Tray 5 Feed Sensor

e. If there is no paper, the sensor status will be "Low," and if there is paper, the status will be
"High."

Figure 6-82 Status of sensor test (example)

f. If the sensor test fails, check the wire harness between the Tray 5 Feed Sensor and the sheet
feeder PCA.

If the wire harness is good, replace the DCF Tray 5 Feed Sensor.
Tray 5 Feed Sensor part number: 0604-001381

g. If the Tray 5 Feed Sensor has been replaced and the sensor still does not function correctly,
replace the DCF sheet feeder PCA.

DCF sheet feeder PCA part number: Y1F97-67001

Recommended action for call-center agents and onsite technicians 131

 For instructions: Removal and replacement: Dual-cassette feeder (DCF) PCA (see the Service
Manual for the printer)
If the error persists, continue to the next step.

10. Check the Tray 4 Feed Motor:

a. Open the lower right door and run test 101-0141, Tray 4 Feed Motor.

b. Ensure that the feed rollers are rotating freely.

c. If the motor is not functioning correctly, check the DCF feed motor wire harness and make
sure it is connected properly.

d. If the connection is OK, replace the DCF Feed Drive Assembly.

DCF Feed Drive Assembly part number: JC93-00447A

If the error persists, continue to the next step.

11. Check the rollers and make sure they are hooked correctly. Jams can occur when the rollers are
not hooked correctly.

Figure 6-83 Hook fixed position

132 Chapter 6 Numerical control panel messages

 Figure 6-84 Release the roller

12. Check the roller count (life) in the Service Mode menu.

Figure 6-85 Count of rollers in Service Mode

13. Replace the pickup and feed rollers.

Tray 2-x rollers part number: X3A83-67915

For instructions:

14. Replace the Tray 5 Pick-up Roller Assembly.

Tray 5 Pick-up Roller Assembly part number: JC93-00513A

15. If the error persists, please contact the GBU and include the JDP Log and reports.

13.A7.D4
A paper jam occurred from tray 4.

The paper failed to reach the tray 4 feed sensor when feeding from tray 4.

13.A7.D4 133
 Recommended action for customers

1. Check the location of the jammed paper (HCI/DCF or Engine right door, and HCI/DCF tray).

2. Remove the jammed paper. Refer to the images below for each location.

NOTE: Do not close the right door or tray until step 5.

Figure 6-86 Open the Dual-Cassette Department Feeder (DCF)

Figure 6-87 Open the 2,000-sheet HCI Feeder

134 Chapter 6 Numerical control panel messages

Figure 6-88 Open the Engine Right Door

Figure 6-89 Open the Dual-Cassette Department Feeder (DCF) Tray 4

Recommended action for customers 135

 Figure 6-90 Open the 2,000-sheet HCI Feeder Tray 4

3. Ensure that the tray width guides are set to the correct paper size being loaded in the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.

Figure 6-91 Paper size guides in the DCF Tray 4

136 Chapter 6 Numerical control panel messages

 Figure 6-92 Paper size guides in the 2,000-sheet HCI Feeder Tray 4

4. Ensure that the paper in the tray is not filled above the fill-mark.

Figure 6-93 Paper fill-mark on the DCF Tray 4

Recommended action for customers 137

 Figure 6-94 Fill mark on the 2,000-sheet HCI Tray 4

5. Close the right door and tray. The printer will attempt to feed the paper.

Check to see if a jam occurs again, and if it does, check the event code.

6. Make sure the paper type is supported by the printer.

7. Make sure the paper that is loaded in the tray matches the paper settings (size, type, weight) on the
printer.

8. If the error persists, contact HP Customer Support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Check the location of the jammed paper (HCI/DCF or Engine right door, and HCI/DCF tray).

2. Remove the jammed paper. Refer to the images below for each location.

NOTE: Do not close the right door or tray until step 5.

138 Chapter 6 Numerical control panel messages

Figure 6-95 Open the Dual-Cassette Department Feeder (DCF)

Figure 6-96 Open the 2,000-sheet HCI Feeder

Recommended action for call-center agents and onsite technicians 139

 Figure 6-97 Open the Engine Right Door

Figure 6-98 Open the Dual-Cassette Department Feeder (DCF) Tray 4

140 Chapter 6 Numerical control panel messages

 Figure 6-99 Open the 2,000-sheet HCI Feeder Tray 4

3. Ensure that the tray width guides are set to the correct paper size being loaded in the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.

Figure 6-100 Paper size guides in the DCF Tray 4

Recommended action for call-center agents and onsite technicians 141

 Figure 6-101 Paper size guides in the 2,000-sheet HCI Feeder Tray 4

4. Ensure that the tray is not filled above the fill-mark.

Figure 6-102 Paper fill-mark on the DCF Tray 4

142 Chapter 6 Numerical control panel messages

 Figure 6-103 Fill mark on the 2,000-sheet HCI Tray 4

5. Close the right door and tray. The printer will attempt to feed the paper.

Check to see if a jam occurs again, and if it does, check the event code.

6. Make sure the paper type is supported by the printer.

7. Make sure the paper that is loaded in the tray matches the paper settings (size, type, weight) on the
printer.

8. If the error persists, perform one of the following actions:

● Call-center agent: Dispatch a technician for onsite service and order the following part:

Part name: Tray 2-x rollers

Part number: X3A83-67915

● Onsite technician: Continue to the next step.

9. Before you continue with any more steps in this document, go to WISE and search for the following
support document and try the solutions in that document to see if any of them resolve the problem.

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E78323-E78330, E82540-E82560,

E87640-E87660 - 13.A7.A4 jam in 2,000-sheet high capacity input tray (Document ID: c06272709)
If the error persists after trying all the solutions in the support document (referenced above),
continue to the next step.

10. Check the Tray 4 Feed Sensor:

a. Clean the sensor with a lint-free cloth.

b. On the printer control panel, open the following menus:

i. Support Tools

ii. Service

NOTE: The Service PIN for this printer is 04077817.

Recommended action for call-center agents and onsite technicians 143

 iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

c. Run test 102-0320, Tray 4 Feed Sensor.

d. Trip the Tray 4 Feed Sensor (shown in the images below) to ensure that it is functioning
correctly.

Figure 6-104 DCF Tray 4 Feed Sensor

Figure 6-105 Tray 4 Feed Sensor on the 2,000-sheet HCI feeder

144 Chapter 6 Numerical control panel messages

e. If there is no paper, the sensor status will be "Low," and if there is paper, the status will be
"High."

Figure 6-106 Status of sensor test (example)

f. If the sensor test fails, check the wire harness between the Tray 4 Feed Sensor and the sheet
feeder PCA.

If the wire harness is good, replace the Tray 4 Feed Sensor.

Tray 4 Feed Sensor part number: 0604-001381

g. If the Tray 4 Feed Sensor has been replaced and the sensor still does not function correctly,
replace the DCF sheet feeder PCA.

DCF sheet feeder PCA part numbers:

● 2K HCI: Y1F99-67001

● DCF: Y1F97-67001

For instructions: Removal and replacement: Dual-cassette feeder (DCF) PCA or 2K HCI tray
PCA (see the Service Manual for the printer)
If the error persists, continue to the next step.

Recommended action for call-center agents and onsite technicians 145

 11. Check the rollers and make sure they are hooked correctly. Jams can occur when the rollers are
not hooked correctly.

Figure 6-107 Hook fixed position

Figure 6-108 Release the roller

146 Chapter 6 Numerical control panel messages

 12. Check the roller count (life) in the Service Mode menu.

Figure 6-109 Count of rollers in Service Mode

13. Replace the pickup and feed rollers.

Tray 2-x rollers part number: X3A83-67915

For instructions:
See the Repair Service Manual for this product.

14. Replace the Tray 4 Pick-up Roller Assembly.

Tray 4 Pick-up Roller Assembly part numbers:

● 2K HCI: JC90-01727A

● DCF: JC93-00513A

15. Check the DCF feed motor or HCI feed motor:

a. Open the lower right door and run test 101-0141, Tray 4 Feed Motor.

b. Ensure that the feed rollers are rotating.

c. If the motor is not functioning correctly, check the DCF feed motor wire harness and make
sure it is connected properly.

d. If the connection is OK, replace the DCF/HCI Feed Motor.

Feed Motor part number: JC93-00447A

For instructions: See the Repair Service Manual for this product.
If the error persists, continue to the next step.

16. If the error persists, please contact the GBU and include the JDP Log.

13.A7.D5
A paper jam occurred from tray 5.

13.A7.D5 147
 The paper failed to leave the tray 5 pickup jam detection sensor when feeding from tray 5.

Recommended action for customers

1. Check the location of the jammed paper.

2. Remove the jammed paper. Refer to the images below for each location.

NOTE: Do not close the right door or tray until step 5.

Figure 6-110 Open the Dual-Cassette Department Feeder (DCF)

Figure 6-111 Open the Engine Right Door

148 Chapter 6 Numerical control panel messages

 Figure 6-112 Open the Dual-Cassette Department Feeder (DCF) Tray 5

3. Ensure that the tray width guides are set to the correct paper size being loaded in the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.

Figure 6-113 Paper size guides in the DCF Tray 5

Recommended action for customers 149

 4. Ensure that the paper in the tray is not filled above the fill-mark.

Figure 6-114 Paper fill-mark on the DCF Tray 5

5. Close the door and tray. The printer will attempt to feed the paper.

Check to see if a jam occurs again, and if it does, check the event code.

6. Make sure the paper type is supported by the printer.

7. Make sure the paper that is loaded in the tray matches the paper settings (size, type, weight) on the
printer.

8. If the error persists, contact HP Customer Support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Check the location of the jammed paper.

2. Remove the jammed paper. Refer to the images below for each location.

NOTE: Do not close the right door or tray until step 5.

150 Chapter 6 Numerical control panel messages

Figure 6-115 Open the Dual-Cassette Department Feeder (DCF)

Figure 6-116 Open the Engine Right Door

Recommended action for call-center agents and onsite technicians 151

 Figure 6-117 Open the Dual-Cassette Department Feeder (DCF) Tray 5

3. Ensure that the tray width guides are set to the correct paper size being loaded in the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.

Figure 6-118 Paper size guides in the DCF Tray 5

152 Chapter 6 Numerical control panel messages

4. Ensure that the tray is not filled above the fill-mark.

Figure 6-119 Paper fill-mark on the DCF Tray 5

5. Close the door and tray. The printer will attempt to feed the paper.

Check to see if a jam occurs again, and if it does, check the event code.

6. Make sure the paper type is supported by the printer.

7. Make sure the paper that is loaded in the tray matches the paper settings (size, type, weight) on the
printer.

8. If the error persists, perform one of the following actions:

● Call-center agent: Dispatch a technician for onsite service and order the following part:

Part name: Tray 2-x rollers

Part number: X3A83-67915

● Onsite technician: Continue to the next step.

9. Check the Tray 5 Feed Sensor:

a. On the printer control panel, open the following menus:

i. Support Tools

ii. Service

NOTE: The Service PIN for this printer is 04077817.

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

b. Run test 102-0340, Tray 5 Feed Sensor.

Recommended action for call-center agents and onsite technicians 153

 c. Trip the Tray 5 Feed Sensor (shown in the images below) to ensure that it is functioning
correctly.

Figure 6-120 DCF Tray 5 Feed Sensor

d. If there is no paper, the sensor status will be "Low," and if there is paper, the status will be
"High."

Figure 6-121 Status of sensor test (example)

e. If the sensor test fails, check the wire harness between the Tray 5 Feed Sensor and the sheet
feeder PCA.

If the wire harness is good, replace the DCF Tray 5 Feed Sensor.
Tray 5 Feed Sensor part number: 0604-001381

f. If the Tray 5 Feed Sensor has been replaced and the sensor still does not function correctly,
replace the DCF sheet feeder PCA.

DCF sheet feeder PCA part number: Y1F97-67001

154 Chapter 6 Numerical control panel messages

 For instructions: Removal and replacement: Dual-cassette feeder (DCF) PCA (see the Service
Manual for the printer)
If the error persists, continue to the next step.

10. Check the rollers and make sure they are hooked correctly. Jams can occur when the rollers are
not hooked correctly.

Figure 6-122 Hook fixed position

Figure 6-123 Release the roller

Recommended action for call-center agents and onsite technicians 155

 11. Check the roller count (life) in the Service Mode menu.

Figure 6-124 Count of rollers in Service Mode

12. Replace the pickup and feed rollers.

Tray 2-x rollers part number: X3A83-67915

For instructions:

13. Replace the Tray 5 Pick-up Roller Assembly.

Tray 5 Pick-up Roller Assembly part number: JC93-00513A

14. Check the DCF feed motor or HCI feed motor:

a. Open the lower right door and run test 101-0141, Tray 4 Feed Motor.

b. Ensure that the feed rollers are rotating.

c. If the motor is not functioning correctly, check the DCF feed motor wire harness and make
sure it is connected properly.

d. If the connection is OK, replace the DCF/HCI Feed Motor.

Feed Motor part number: JC93-00447A

For instructions:
Or see the Service Manual for the printer.
If the error persists, continue to the next step.

15. If the error persists, please contact the GBU and include the JDP Log.

13.A8.A1 Jam in tray 1

A paper stay jam occurred from tray 1.

The paper did not leave the tray 2 pickup jam sensor when printing from tray 1.

156 Chapter 6 Numerical control panel messages

Recommended action for customers

1. Open the right door. Remove any jammed paper from the area.

2. Remove any jammed paper from tray 1.

3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

4. Remove the tray 1 pick-up and feed roller cover.

5. Check the tray 1 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a
damp, lint free cloth.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Remove any jammed paper from tray 1.

Recommended action for customers 157

 2. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

3. Open the right door. Remove any jammed paper found.

4. Check the tray 1 pick-up and feed rollers.

a. Remove the tray 1 pick-up and feed roller cover.

b. Check the tray rollers for wear, damage, or paper dust.

c. Check if the pick-up/reverse/forward rollers are assembled correctly.

d. If the rollers are dirty clean them with a damp, lint free cloth.

e. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective
roller.

Part number: JC93-00540B

For instructions: See the Repair Service Manual for this product.

5. Test the printer from tray 2. If tray 2 passes, skip to the step for testing the tray 1 (MP) solenoid. If
tray 2 fails also use the following procedure to check the tray 2 jam-detect sensor:

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0290, Feed 1 Sensor.

158 Chapter 6 Numerical control panel messages

c. Trip the feed sensor as shown in the following image to ensure that it is functioning correctly.

Check sensor

d. If the sensor test fails, clean the sensor with a damp cotton swab and retest the sensor.

Figure 6-125 Clean feed sensor (Call-out 2)

Call-out 1: Registration sensor

Call-out 2: Tray 2 feed sensor

NOTE: If the feed sensor was dirty or contaminated, the 2 other sensors might be also and
should be cleaned.

Call-out 3: Tray 3 feed sensor

Recommended action for call-center agents and onsite technicians 159

 Figure 6-126 Example of dust contaminated sensor

e. If the sensor test fails, check the wire harness between the feed sensor and the main board
PCA.

f. If the wire harness is good, replace the sensor.

Part number: 0604-001502

6. Check if the tray 1 (MP) solenoid operates correctly.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Make sure that tray 1 is open.

c. Run test 101-0271, Tray 1 Solenoid. Watch for the pickup rollers to move when the solenoid is
actuated.

d. If the tray 1 (MP) solenoid does not function correctly, check the wire harness connection for
the tray 1 (MP) unit.

e. If the tray 1 solenoid fails and the wire harness has no defects, replace the tray 1 solenoid.

Part number: JC33-00029B

7. Check the tray 1 clutch unit.

160 Chapter 6 Numerical control panel messages

 a. Run test 101-0270, Tray 1 Clutch and verify the clutch is good by viewing the gear rotate in the
following image.

NOTE: To run this test, the right door sensor might need to be tripped.

b. If the motor or the clutch does not function, check if both wiring harnesses are connected
correctly.

c. If the connection is good, replace the electric clutch or the MP registration drive as needed.

Clutch part number: JC47-00037A

MP Registration drive part number: JC93-00443A

For instructions: See the Repair Service Manual for this product.

8. Check the feed motor.

a. Run test 100-0340, Feed Motor.

b. Check if the cable harness from the feed motor to the main board PCA is connected correctly.

c. If the connection is OK replace the feed drive.

Part number: JC93-00444A

For instructions: See the Repair Service Manual for this product.

Recommended action for call-center agents and onsite technicians 161

 9. Check the registration motor.

a. Run test 100-0411, Registration Motor.

NOTE: Verify the operation by opening the right door and observing the registration rollers
turning.

b. Check if the cable harness from the motor to the main board PCA is connected correctly.

c. If the connection is OK replace the MP Registration motor or the MP Registration drive.

MP Registration motor part number: JC31-00123B

MP Registration drive part number: JC93-00443A

For instructions: See the Repair Service Manual for this product.

10. Check the registration clutch.

a. Run test 101-0050, Registration Clutch.

NOTE: Verify the operation by opening the right door and observing the registration rollers
turning.

b. Check if the cable harness from the clutch to the main board PCA is connected correctly.

c. If the connection is OK replace the electric clutch or the main drive.

Clutch part number: JC47-00037A

MP Registration drive part number: JC93-00443A

For instructions: See the Repair Service Manual for this product.

13.A8.A2 Jam in tray 2

A paper stay jam occurred from tray 2.

The paper did not leave the tray 2 pickup jam sensor when printing from tray 2.

Recommended action for customers

1. Open the right door. Remove any jammed paper from the area.

2. Open tray 2 and remove any jammed paper from the tray.

162 Chapter 6 Numerical control panel messages

 3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

4. Check the tray 2 pick-up and feed rollers for wear, damage, or paper dust. Clean rollers with a damp,
lint free cloth.

5. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the right door. Remove any jammed paper from the area.

2. Open tray 2 and remove any jammed paper from the tray.

3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

4. Check the tray 2 pick-up and feed rollers.

a. Check the rollers for wear, damage, or paper dust.

Recommended action for call-center agents and onsite technicians 163

 b. Check if the pick-up/reverse/forward rollers are assembled correctly.

c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective
roller.

Part number: JC93-00540A

For instructions: See the Repair Service Manual for this product.

5. If pick up/reverse/forward rollers are good, check the pickup unit.

a. Remove trays 2 and 3 from the printer.

b. Push on the pickup actuator to see if it operates correctly. The pickup roller should drop down
when pushed.

c. If the pick rollers do not drop down correctly, replace the main frame first pickup assembly.

Part number: JC93-00511A

For instructions: See the Repair Service Manual for this product.

6. If pickup drop down functions correctly, check the tray 2 pickup jam detection sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0290, Feed Sensor.

164 Chapter 6 Numerical control panel messages

c. Trip the feed sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, clean the sensor with a damp cotton swab and retest the sensor.

Figure 6-127 Clean feed sensor (Call-out 2)

Call-out 1: Registration sensor

Call-out 2: Tray 2 feed sensor

NOTE: If the feed sensor was dirty or contaminated, the 2 other sensors might be also and
should be cleaned.

Call-out 3: Tray 3 feed sensor

Recommended action for call-center agents and onsite technicians 165

 Figure 6-128 Example of dust contaminated sensor

e. If the sensor test fails, check the wire harness between the feed sensor and the main board
PCA.

f. If the wire harness is good, replace the sensor.

Part number: 0604-001502

7. If sensor functions correctly, test the tray 2 pickup unit.

a. Run test 100-0380, Tray 2 Pickup Motor.

b. Check if the cable harness from the input unit to the main board PCA is connected correctly.

c. If the connection is OK replace the main frame first feed assembly.

Part number: JC93-00536A

8. Check the tray 2 pickup unit for obstructions or damage, if needed replace the main frame pickup
first.

Part number: JC93-00511A

For instructions: See the Repair Service Manual for this product.

9. Check the feed motor.

a. Run test 100-0340, Feed Motor.

b. Check if the cable harness from the feed motor to the main board PCA is connected correctly.

c. If the connection is OK replace the feed drive.

Part number: JC93-00444A

For instructions: See the Repair Service Manual for this product.

10. Check the registration motor.

166 Chapter 6 Numerical control panel messages

 a. Run test 100-0411, Registration Motor.

NOTE: Verify the operation by opening the right door and observing the registration rollers
turning.

b. Check if the cable harness from the motor to the main board PCA is connected correctly.

c. If the connection is OK replace the MP Registration motor or the MP Registration drive.

MP Registration motor part number: JC31-00123B

MP Registration drive part number: JC93-00443A
For instructions: See the Repair Service Manual for this product.

11. Check the registration clutch.

a. Run test 101-0050, Registration Clutch.

NOTE: Verify the operation by opening the right door and observing the registration rollers
turning.

b. Check if the cable harness from the clutch to the main board PCA is connected correctly.

c. If the connection is OK replace the electric clutch or the main drive.

Clutch part number: JC47-00037A

MP Registration drive part number: JC93-00443A
For instructions: See the Repair Service Manual for this product.

13.A8.Az Jam in right door

A paper stay jam occurred from tray Z.

The paper did not leave the tray 2 pickup jam sensor when printing from tray Z.

● 13.A8.A3 Stay jam when printing from tray 3

● 13.A8.A4 Stay jam when printing from tray 4

● 13.A8.A5 Stay jam when printing from tray 5

● 13.A8.AD Stay jam when printing from the duplexer

Recommended action for customers

1. Open the right door. Remove any jammed paper from the area.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the right door. Remove any jammed paper from the area.

13.A8.Az Jam in right door 167

 2. Check the tray 2 pickup jam detection sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0290, Feed 1 Sensor.

c. Trip the feed sensor as shown in the following image to ensure that it is functioning correctly.

168 Chapter 6 Numerical control panel messages

d. If the sensor test fails, clean the sensor with a damp cotton swab and retest the sensor.

Figure 6-129 Clean feed sensor (Call-out 2)

Call-out 1: Registration sensor

Call-out 2: Tray 2 feed sensor

NOTE: If the feed sensor was dirty or contaminated, the 2 other sensors might be also and
should be cleaned.

Call-out 3: Tray 3 feed sensor

Figure 6-130 Example of dust contaminated sensor

e. If the sensor test fails, check the wire harness between the feed sensor and the main board
PCA.

Recommended action for call-center agents and onsite technicians 169

 f. If the wire harness is good, replace the sensor.

Part number: 0604-001502

3. Check the feed motor.

a. Run test 100-0340, Feed Motor.

b. Check if the cable harness from the feed motor to the main board PCA is connected correctly.

c. If the connection is OK replace the feed drive.

Part number: JC93-00444A

For instructions: See the Repair Service Manual for this product.

4. Check the registration motor.

a. Run test 100-0411, Registration Motor.

NOTE: Verify the operation by opening the right door and observing the registration rollers
turning.

b. Check if the cable harness from the motor to the main board PCA is connected correctly.

c. If the connection is OK replace the MP Registration motor or the MP Registration drive.

MP Registration motor part number: JC31-00123B

MP Registration drive part number: JC93-00443A
For instructions: See the Repair Service Manual for this product.

5. Check the registration clutch.

a. Run test 101-0050, Registration Clutch.

NOTE: Verify the operation by opening the right door and observing the registration rollers
turning.

b. Check if the cable harness from the clutch to the main board PCA is connected correctly.

c. If the connection is OK replace the electric clutch or the main drive.

Clutch part number: JC47-00037A

MP Registration drive part number: JC93-00443A
For instructions: See the Repair Service Manual for this product.

6. Check the right door assembly and transfer unit for obstructions or damaged parts, replace parts
as need using the service manual.

13.A8.D1 Jam in tray 1

A paper stay jam occurred from tray 1.

The paper did not reach the tray 2 pickup jam sensor when printing from tray 1.

170 Chapter 6 Numerical control panel messages

Recommended action for customers

1. Open the right door. Remove any jammed paper from the area.

2. Remove any jammed paper from the tray 1.

3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

4. Remove the tray 1 pick-up and feed roller cover.

5. Check the tray 1 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a
damp, lint free cloth.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Remove any jammed paper from tray 1.

Recommended action for customers 171

 2. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

3. Open the right door. Remove any jammed paper found.

4. Check the tray 1 pick-up and feed rollers.

a. Remove the tray 1 pick-up and feed roller cover.

b. Check the tray rollers for wear, damage, or paper dust.

c. Check if the pick-up/reverse/forward rollers are assembled correctly.

d. If the rollers are dirty clean them with a damp, lint free cloth.

e. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective
roller.

Part number: JC93-00540B

For instructions: See the Repair Service Manual for this product.

5. Test the printer from tray 2. If tray 2 passes, skip to the step for testing the tray 1 (MP) solenoid. If
tray 2 fails also use the following procedure to check the tray 2 jam-detect sensor:

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0290, Feed 1 Sensor.

172 Chapter 6 Numerical control panel messages

c. Trip the feed sensor as shown in the following image to ensure that it is functioning correctly.

Check sensor

d. If the sensor test fails, clean the sensor with a damp cotton swab and retest the sensor.

Figure 6-131 Clean feed sensor (Call-out 2)

Call-out 1: Registration sensor

Call-out 2: Tray 2 feed sensor

NOTE: If the feed sensor was dirty or contaminated, the 2 other sensors might be also and
should be cleaned.

Call-out 3: Tray 3 feed sensor

Recommended action for call-center agents and onsite technicians 173

 Figure 6-132 Example of dust contaminated sensor

e. If the sensor test fails, check the wire harness between the feed sensor and the main board
PCA.

f. If the wire harness is good, replace the sensor.

Part number: 0604-001502

6. Check if the tray 1 (MP) solenoid operates correctly.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Make sure that tray 1 is open.

c. Run test 101-0271, Tray 1 Solenoid. Watch for the pickup rollers to move when the solenoid is
actuated.

d. If the tray 1 (MP) solenoid does not function correctly, check the wire harness connection for
the tray 1 (MP) unit.

e. If the tray 1 solenoid fails and the wire harness has no defects, replace the tray 1 solenoid.

Part number: JC33-00029B

7. Check the tray 1 clutch unit.

174 Chapter 6 Numerical control panel messages

 a. Run test 101-0270, Tray 1 Clutch and verify the clutch is good by viewing the gear rotate in the
following image.

NOTE: To run this test, the right door sensor might need to be tripped.

b. If the motor or the clutch does not function, check if both wiring harnesses are connected
correctly.

c. If the connection is good, replace the electric clutch or the MP registration drive as needed.

Clutch part number: JC47-00037A

MP Registration drive part number: JC93-00443A

For instructions: See the Repair Service Manual for this product.

8. Check the feed motor.

a. Run test 100-0340, Feed Motor.

b. Check if the cable harness from the feed motor to the main board PCA is connected correctly.

c. If the connection is OK replace the feed drive.

Part number: JC93-00444A

For instructions: See the Repair Service Manual for this product.

Recommended action for call-center agents and onsite technicians 175

 9. Check the registration motor.

a. Run test 100-0411, Registration Motor.

NOTE: Verify the operation by opening the right door and observing the registration rollers
turning.

b. Check if the cable harness from the motor to the main board PCA is connected correctly.

c. If the connection is OK replace the MP Registration motor or the MP Registration drive.

MP Registration motor part number: JC31-00123B

MP Registration drive part number: JC93-00443A

For instructions: See the Repair Service Manual for this product.

10. Check the registration clutch.

a. Run test 101-0050, Registration Clutch.

NOTE: Verify the operation by opening the right door and observing the registration rollers
turning.

b. Check if the cable harness from the clutch to the main board PCA is connected correctly.

c. If the connection is OK replace the electric clutch or the main drive.

Clutch part number: JC47-00037A

MP Registration drive part number: JC93-00443A

For instructions: See the Repair Service Manual for this product.

13.A8.D2 Jam in tray 2

A paper jam occurred from tray 3.

The paper did not reach the tray 2 pickup jam sensor when printing from tray 2.

Recommended action for customers

1. Open the right door. Remove any jammed paper from the area.

2. Open tray 2 and remove any jammed paper from the tray.

176 Chapter 6 Numerical control panel messages

 3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

4. Check the tray 2 pick-up and feed rollers for wear, damage, or paper dust. Clean rollers with a damp,
lint free cloth.

5. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the right door. Remove any jammed paper from the area.

2. Open tray 2 and remove any jammed paper from the tray.

3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

4. Check the tray 2 pick-up and feed rollers.

a. Check the rollers for wear, damage, or paper dust.

Recommended action for call-center agents and onsite technicians 177

 b. Check if the pick-up/reverse/forward rollers are assembled correctly.

c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective
roller.

Part number: JC93-00540A

For instructions: See the Repair Service Manual for this product.

5. If pick up/reverse/forward rollers are good, check the pickup unit.

a. Remove trays 2 and 3 from the printer.

b. Push on the pickup actuator to see if it operates correctly. The pickup roller should drop down
when pushed.

c. If the pick rollers do not drop down correctly, replace the main frame first pickup assembly.

Part number: JC93-00511A

For instructions: See the Repair Service Manual for this product.

6. If pickup drop down functions correctly, check the tray 2 pickup jam detection sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0290, Feed 1 Sensor.

178 Chapter 6 Numerical control panel messages

 c. Trip the feed sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, check the wire harness between the feed sensor and the main board
PCA.

e. If the wire harness is good, replace the sensor.

Part number: 0604-001502

7. If sensor functions correctly, test the tray 2 pickup unit.

a. Run test 100-0380, Tray 2 Pickup Motor.

b. Check if the cable harness from the input unit to the main board PCA is connected correctly.

c. If the connection is OK replace the main frame first feed assembly.

Part number: JC93-00536A

8. Check the tray 2 pickup unit for obstructions or damage, if needed replace the main frame pickup
first.

Part number: JC93-00511A

For instructions: See the Repair Service Manual for this product.

9. Check the feed motor.

a. Run test 100-0340, Feed Motor.

b. Check if the cable harness from the feed motor to the main board PCA is connected correctly.

c. If the connection is OK replace the feed drive.

Part number: JC93-00444A

For instructions: See the Repair Service Manual for this product.

10. Check the registration motor.

a. Run test 100-0411, Registration Motor.

NOTE: Verify the operation by opening the right door and observing the registration rollers
turning.

Recommended action for call-center agents and onsite technicians 179

 b. Check if the cable harness from the motor to the main board PCA is connected correctly.

c. If the connection is OK replace the MP Registration motor or the MP Registration drive.

MP Registration motor part number: JC31-00123B

MP Registration drive part number: JC93-00443A

For instructions: See the Repair Service Manual for this product.

11. Check the registration clutch.

a. Run test 101-0050, Registration Clutch.

NOTE: Verify the operation by opening the right door and observing the registration rollers
turning.

b. Check if the cable harness from the clutch to the main board PCA is connected correctly.

c. If the connection is OK replace the electric clutch or the main drive.

Clutch part number: JC47-00037A

MP Registration drive part number: JC93-00443A

For instructions: See the Repair Service Manual for this product.

13.A8.Dz Jam in right door

A paper stay jam occurred from tray Z.

The paper did not leave the tray 2 pickup jam sensor when printing from tray Z.

● 13.A8.D3 Delay jam when printing from tray 3

● 13.A8.D4 Delay jam when printing from tray 4

● 13.A8.D5 Delay jam when printing from tray 5

● 13.A8.DD Delay jam when printing from the duplexer

Recommended action for customers

1. Open the right door. Remove any jammed paper from the area.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the right door. Remove any jammed paper from the area.

2. Check the tray 2 pickup jam detection sensor.

a. Open the following menus:

● Support Tools

180 Chapter 6 Numerical control panel messages

 ● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0290, Feed 1 Sensor.

c. Trip the feed sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, check the wire harness between the feed sensor and the main board
PCA.

e. If the wire harness is good, replace the sensor.

Part number: 0604-001502

3. Check the feed motor.

a. Run test 100-0340, Feed Motor.

b. Check if the cable harness from the feed motor to the main board PCA is connected correctly.

c. If the connection is OK replace the feed drive.

Part number: JC93-00444A

For instructions: See the Repair Service Manual for this product.

4. Check the registration motor.

a. Run test 100-0411, Registration Motor.

NOTE: Verify the operation by opening the right door and observing the registration rollers
turning.

b. Check if the cable harness from the motor to the main board PCA is connected correctly.

Recommended action for call-center agents and onsite technicians 181

 c. If the connection is OK replace the MP Registration motor or the MP Registration drive.

MP Registration motor part number: JC31-00123B

MP Registration drive part number: JC93-00443A

For instructions: See the Repair Service Manual for this product.

5. Check the registration clutch.

a. Run test 101-0050, Registration Clutch.

NOTE: Verify the operation by opening the right door and observing the registration rollers
turning.

b. Check if the cable harness from the clutch to the main board PCA is connected correctly.

c. If the connection is OK replace the electric clutch or the main drive.

Clutch part number: JC47-00037A

MP Registration drive part number: JC93-00443A

For instructions: See the Repair Service Manual for this product.

6. Check the right door assembly and transfer unit for obstructions or damaged parts, replace parts
as need using the service manual.

13.A8.FF
Residual jam a tray 2 jam detect sensor A8.

Recommended action for customers

1. Open the right side cover. Remove any jammed paper found.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Open the right door. Remove any jammed paper from the area.

2. Check the tray 2 pickup jam detection sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

182 Chapter 6 Numerical control panel messages

 ● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0290, Feed 1 Sensor.

c. Trip the feed sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, clean the sensor with a damp cotton swab and retest the sensor.

Figure 6-133 Clean feed sensor (Call-out 2)

Call-out 1: Registration sensor

Call-out 2: Tray 2 feed sensor

NOTE: If the feed sensor was dirty or contaminated, the 2 other sensors might be also and
should be cleaned.

Call-out 3: Tray 3 feed sensor

Recommended action for call-center agents and onsite technicians 183

 Figure 6-134 Example of dust contaminated sensor

e. If the sensor test fails again, check the wire harness between the feed sensor and the main
board PCA.

f. If the wire harness is good, replace the sensor.

Part number: 0604-001502

13.B2.Az
A paper stay jam occurred at the registration sensor.

The paper did not leave the registration sensor when printing from tray X.

● 13.B2.A1: Stay jam when printing from tray 1

● 13.B2.A2: Stay jam when printing from tray 2

● 13.B2.A3: Stay jam when printing from tray 3

● 13.B2.A4: Stay jam when printing from tray 4

● 13.B2.A5: Stay jam when printing from tray 5

● 13.B2.A6: Stay jam when printing from tray 6

● 13.B2.AD: Stay jam when printing from the duplexer

Recommended action for customers

1. Check the location of the jammed paper.

2. Remove the jammed paper. Refer to the images below for each location.

NOTE: Do not close the right door or tray until step 5.

184 Chapter 6 Numerical control panel messages

Figure 6-135 Open the Engine Right Door

Figure 6-136 Open the tray

Recommended action for customers 185

 3. Ensure that the tray width guides are set to the correct paper size being loaded in the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.

Figure 6-137 Paper size guides in the tray

4. Ensure that the paper in the tray is not filled above the fill-mark.

Figure 6-138 Paper fill-mark on the tray

5. Close the door and tray. The printer will attempt to feed the paper.

Check to see if a jam occurs again, and if it does, make note of the jam error code.

6. Make sure the paper type is supported by the printer.

7. Make sure the paper that is loaded in the tray matches the paper settings (size, type, weight) on the
printer.

8. Make sure the paper is in good condition. Do not use damaged, wrinkled, or wet paper. Avoid using
paper that has previously been printed on. Test using fresh paper.

9. If the error persists, please contact HP Customer Support.

186 Chapter 6 Numerical control panel messages

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Check the location of the jammed paper.

2. Remove the jammed paper. Refer to the images below for each location.

NOTE: Do not close the right door or tray until step 5.

Figure 6-139 Open the Engine Right Door

Figure 6-140 Open the tray

Recommended action for call-center agents and onsite technicians 187

 3. Ensure that the tray width guides are set to the correct paper size being loaded in the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.

Figure 6-141 Paper size guides in the tray

4. Ensure that the paper in the tray is not filled above the fill-mark.

Figure 6-142 Paper fill-mark on the tray

5. Close the door and tray. The printer will attempt to feed the paper.

Check to see if a jam occurs again, and if it does, note the jam error code.

6. Make sure the paper type is supported by the printer.

7. Make sure the paper that is loaded in the tray matches the paper settings (size, type, weight) on the
printer.

8. Make sure the paper is in good condition. Do not use damaged, wrinkled, or wet paper. Avoid using
paper that has previously been printed on. Test using fresh paper.

188 Chapter 6 Numerical control panel messages

9. If the error persists, perform one of the following actions:

● Call-center agent: Dispatch a technician for onsite service and order the following part:

Part name: Tray 2-x rollers

Part number: X3A83-67915

● Onsite technician: Continue to the next step.

10. Check the registration jam sensor:

a. On the printer control panel, open the following menus:

i. Support Tools

ii. Service

NOTE: The Service PIN for this printer is 04077817.

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

b. Run test 102-0360, Registration Sensor.

c. Use a sheet of paper to trip the registration sensor (shown in the following image) to ensure
that it is functioning correctly.

Figure 6-143 Registration sensor

Recommended action for call-center agents and onsite technicians 189

 Figure 6-144 Sensor locations

● Callout 1: Registration Sensor

● Callout 2: Tray 2 Feed Sensor

● Callout 3: Tray 3 Feed Sensor

If there is no paper, the status will be "Low," and if there is paper, the status will be "High."

Figure 6-145 Status of sensor test (example)

NOTE: If the feed sensor is dirty or contaminated, the other two sensors might also be dirty
and should be cleaned.

190 Chapter 6 Numerical control panel messages

 Figure 6-146 Example of a dust contaminated sensor

d. If the sensor test failed, check the wire harness between the registration sensor and the main
board PCA.

e. If the wire harness is good, replace the registration sensor.

Sensor part number: 0604-001381

f. If the registration sensor has been replaced but it still does not function correctly, replace the
Main Board PCA.

Main Board PCA part number: JC82-00540A

For instructions:

Or see the Service Manual for the printer.

11. If the sensor test passes, or if the error persists after checking the sensor and cabling, check the
registration motor.

a. Open the lower right door and run test 100-0411, Registration Motor.

b. Ensure that the registration rollers are rotating freely.

c. Check the cable harness between the motor and the main board PCA and make sure it is
connected properly.

d. If the connection is OK, replace the MP Registration Motor, or the MP Registration Drive.

● Registration motor part number: JC31-00123B

● Registration drive part number: JC93-00443A

For instructions: Removal and replacement: MP registration drive (see the Service Manual for
the printer).

12. If the jam occurred because multiple-sheets were being picked-up, check the pick-up rollers on the
tray/cassette being used:

Recommended action for call-center agents and onsite technicians 191

 a. Check the rollers for wear, damage, or dust.

If the rollers are dirty, clean them with a damp, lint-free cloth.

b. Check the pickup/reverse/forward rollers and make sure they are assembled correctly. Make
sure the rollers are hooked correctly.

Figure 6-147 Hook fixed position

Figure 6-148 Release the roller

192 Chapter 6 Numerical control panel messages

 c. Check the count of the rollers from the Service Mode menu.

Figure 6-149 Count of rollers in Service Mode

13. Replace the pickup and feed rollers.

Tray 2-x rollers part number: X3A83-67915

For instructions:

14. Replace the Tray 2-x Pick-up Roller Assembly.

Table 6-4 Tray 2-x Pick-up Roller Assembly Part Numbers

Tray Part number

Tray 1 JC90-01125B

Tray 2 JC93-00511A

Tray 3 JC93-01441A

Tray 4 JC93-00513A (DCF)

JC90-01727A (HCI)

Tray 5 JC93-00513A (2nd DCF)

15. If the error persists, contact the GBU and include the JDP Log.

13.B2.D1 Jam in tray 1

A paper jam occurred from tray 1.

The paper did not reach the registration jam detect sensor when printing from tray 1 (MP tray).

Recommended action for customers

1. Open the right door. Remove any jammed paper from the area.

2. Remove any jammed paper from the tray 1.

13.B2.D1 Jam in tray 1 193

 3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

4. Remove the tray 1 pick-up and feed roller cover.

5. Check the tray 1 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a
damp, lint free cloth.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Remove any jammed paper from tray 1.

2. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

3. Open the right door. Remove any jammed paper found.

4. Check the tray 1 pick-up and feed rollers.

194 Chapter 6 Numerical control panel messages

 a. Remove the tray 1 pick-up and feed roller cover.

b. Check the tray rollers for wear, damage, or paper dust.

c. Check if the pick-up/reverse/forward rollers are assembled correctly.

d. If the rollers are dirty clean them with a damp, lint free cloth.

e. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective
roller.

Part number: JC93-00540B

For instructions: See the Repair Service Manual for this product.

5. Test the printer from tray 2. If tray 2 passes, skip to the step for testing the tray 1 (MP) solenoid. If
tray 2 fails also use the following procedure to check the tray 2 jam-detect sensor:

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0290, Feed 1 Sensor.

c. Trip the feed sensor as shown in the following image to ensure that it is functioning correctly.

Check sensor

Recommended action for call-center agents and onsite technicians 195

 d. If the sensor test fails, clean the sensor with a damp cotton swab and retest the sensor.

Figure 6-150 Clean feed sensor (Call-out 2)

Call-out 1: Registration sensor

Call-out 2: Tray 2 feed sensor

NOTE: If the feed sensor was dirty or contaminated, the 2 other sensors might be also and
should be cleaned.

Call-out 3: Tray 3 feed sensor

Figure 6-151 Example of dust contaminated sensor

e. If the sensor test fails, check the wire harness between the feed sensor and the main board
PCA.

196 Chapter 6 Numerical control panel messages

 f. If the wire harness is good, replace the sensor.

Part number: 0604-001502

6. Check if the tray 1 (MP) solenoid operates correctly.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Make sure that tray 1 is open.

c. Run test 101-0271, Tray 1 Solenoid. Watch for the pickup rollers to move when the solenoid is
actuated.

d. If the tray 1 (MP) solenoid does not function correctly, check the wire harness connection for
the tray 1 (MP) unit.

e. If the tray 1 solenoid fails and the wire harness has no defects, replace the tray 1 solenoid.

Part number: JC33-00029B

7. Check the tray 1 clutch unit.

a. Run test 101-0270, Tray 1 Clutch and verify the clutch is good by viewing the gear rotate in the
following image.

NOTE: To run this test, the right door sensor might need to be tripped.

Recommended action for call-center agents and onsite technicians 197

 b. If the motor or the clutch does not function, check if both wiring harnesses are connected
correctly.

c. If the connection is good, replace the electric clutch or the MP registration drive as needed.

Clutch part number: JC47-00037A

MP Registration drive part number: JC93-00443A

For instructions: See the Repair Service Manual for this product.

8. Check the feed motor.

a. Run test 100-0340, Feed Motor.

b. Check if the cable harness from the feed motor to the main board PCA is connected correctly.

c. If the connection is OK replace the feed drive.

Part number: JC93-00444A

For instructions: See the Repair Service Manual for this product.

9. Check the registration motor.

a. Run test 100-0411, Registration Motor.

NOTE: Verify the operation by opening the right door and observing the registration rollers
turning.

b. Check if the cable harness from the motor to the main board PCA is connected correctly.

c. If the connection is OK replace the MP Registration motor or the MP Registration drive.

MP Registration motor part number: JC31-00123B

MP Registration drive part number: JC93-00443A

For instructions: See the Repair Service Manual for this product.

10. Check the registration clutch.

198 Chapter 6 Numerical control panel messages

 a. Run test 101-0050, Registration Clutch.

NOTE: Verify the operation by opening the right door and observing the registration rollers
turning.

b. Check if the cable harness from the clutch to the main board PCA is connected correctly.

c. If the connection is OK replace the electric clutch or the main drive.

Clutch part number: JC47-00037A

MP Registration drive part number: JC93-00443A

For instructions: See the Repair Service Manual for this product.

13.B2.D2 Jam in tray 2

A paper jam occurred from tray 2.

The paper did not reach the registration jam detect sensor when printing from tray 2.

Recommended action for customers

1. Open the right door. Remove any jammed paper from the area.

2. Open tray 2 and remove any jammed paper from the tray.

3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

4. Check the tray 2 pick-up and feed rollers for wear, damage, or paper dust. Clean rollers with a damp,
lint free cloth.

5. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

13.B2.D2 Jam in tray 2 199

 1. Open the right door. Remove any jammed paper from the area.

2. Open tray 2 and remove any jammed paper from the tray.

3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

4. Check the tray 2 pick-up and feed rollers.

a. Check the rollers for wear, damage, or paper dust.

b. Check if the pick-up/reverse/forward rollers are assembled correctly.

c. If the rollers are dirty clean them with a damp, lint free cloth.

d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective
roller.

Part number: JC93-00540A

For instructions: See the Repair Service Manual for this product.

5. If pick up/reverse/forward rollers are good, check the pickup unit.

a. Remove trays 2 and 3 from the printer.

200 Chapter 6 Numerical control panel messages

 b. Push on the pickup actuator to see if it operates correctly. The pickup roller should drop down
when pushed.

c. If the pick rollers do not drop down correctly, replace the main frame first pickup.

Part number: JC93-00511A

For instructions: See the Repair Service Manual for this product.

6. Check the registration jam sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0360, Registration Sensor.

Recommended action for call-center agents and onsite technicians 201

 c. Trip the sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, check the wire harness between the sensor and the main board PCA.

e. If the wire harness is good, replace the sensor.

Part number: 0604-001502

7. If sensor functions correctly, test the tray 2 pickup unit.

a. Run test 100-0380, Tray 2 Pickup Motor.

b. Check if the cable harness from the input unit to the main board PCA is connected correctly.

c. If the connection is OK replace the main frame first feed assembly.

Part number: JC93-00536A

8. Check the tray 2 pickup unit for obstructions or damage, if needed replace the main frame pickup
first assembly.

Part number: JC93-00511A

For instructions: See the Repair Service Manual for this product.

9. Check the feed motor.

a. Run test 100-0340, Feed Motor.

b. Check if the cable harness from the feed motor to the main board PCA is connected correctly.

c. If the connection is OK replace the feed drive.

Part number: JC93-00444A

For instructions: See the Repair Service Manual for this product.

10. Check the registration motor.

a. Run test 100-0411, Registration Motor.

NOTE: Verify the operation by opening the right door and observing the registration rollers
turning.

b. Check if the cable harness from the motor to the main board PCA is connected correctly.

202 Chapter 6 Numerical control panel messages

 c. If the connection is OK replace the MP Registration motor or the MP Registration drive.

MP Registration motor part number: JC31-00123B

MP Registration drive part number: JC93-00443A

For instructions: See the Repair Service Manual for this product.

11. Check the registration clutch.

a. Run test 101-0050, Registration Clutch.

NOTE: Verify the operation by opening the right door and observing the registration rollers
turning.

b. Check if the cable harness from the clutch to the main board PCA is connected correctly.

c. If the connection is OK replace the electric clutch or the main drive.

Clutch part number: JC47-00037A

MP Registration drive part number: JC93-00443A

For instructions: See the Repair Service Manual for this product.

13.B2.Dz Jam in right door

A paper jam occurred from tray Z.

The paper did not reach the registration jam detect sensor when printing from tray Z.

● 13.B2.D3 Delay jam when printing from tray 3

● 13.B2.D4 Delay jam when printing from tray 4

● 13.B2.D5 Delay jam when printing from tray 5

Recommended action for customers

1. Open the right door. Remove any jammed paper from the area.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the right side cover. Remove any jammed paper found.

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Check the registration jam sensor.

a. Open the following menus:

● Support Tools

13.B2.Dz Jam in right door 203

 ● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0360, Registration Sensor.

c. Trip the sensor as shown in the following image to ensure that it is functioning correctly.

d. If the sensor test fails, check the wire harness between the sensor and the main board PCA.

e. If the wire harness is good, replace the sensor.

Part number: 0604-001502

4. Check the feed motor.

a. Run test 100-0340, Feed Motor.

b. Check if the cable harness from the feed motor to the main board PCA is connected correctly.

c. If the connection is OK replace the feed drive.

Part number: JC93-00444A

For instructions: See the Repair Service Manual for this product.

5. Check the registration motor.

a. Run test 100-0411, Registration Motor.

NOTE: Verify the operation by opening the right door and observing the registration rollers
turning.

b. Check if the cable harness from the motor to the main board PCA is connected correctly.

204 Chapter 6 Numerical control panel messages

 c. If the connection is OK replace the MP Registration motor or the MP Registration drive.

MP Registration motor part number: JC31-00123B

MP Registration drive part number: JC93-00443A

For instructions: See the Repair Service Manual for this product.

6. Check the registration clutch.

a. Run test 101-0050, Registration Clutch.

NOTE: Verify the operation by opening the right door and observing the registration rollers
turning.

b. Check if the cable harness from the clutch to the main board PCA is connected correctly.

c. If the connection is OK replace the electric clutch or the main drive.

Clutch part number: JC47-00037A

MP Registration drive part number: JC93-00443A

For instructions: See the Repair Service Manual for this product.

7. Check the right door assembly and transfer unit for obstructions or damaged parts, replace parts
as needed. See the service manual for instructions.

13.B2.DD
A paper delay jam occurred at the registration jam detect sensor.

The paper did not reach the registration jam detect sensor when printing from the duplexer.

Recommended action for customers

1. Open the right door. Remove any jammed paper found.

2. Open the duplex path and remove any paper found.

Figure 6-152 Open the duplex path

13.B2.DD 205
 Figure 6-153 Check for jams

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the right door. Remove any jammed paper found.

2. Open the duplex path and remove any paper found.

Figure 6-154 Open the duplex path

206 Chapter 6 Numerical control panel messages

 Figure 6-155 Check for jams

3. Test the printer in the simplex mode to see if a jam occurs at the registration sensor.

4. If a paper jam occurs at the registration sensor when printing in simplex mode, perform the
following. If simplex mode passes skip to the step for testing the duplex motor.

a. Check the registration sensor.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 102–0360, Registration Sensor.

d. Trip the sensor as shown in the following image to ensure that it is functioning correctly.

Recommended action for call-center agents and onsite technicians 207

 e. If the sensor test fails, check the wire harness between the sensor and the main board PCA.

f. If the wire harness is good, replace the sensor.

Part number: 0604-001502

5. Check the feed motor.

a. Run test 100-0340, Feed Motor.

b. Check if the cable harness from the feed motor to the main board PCA is connected correctly.

c. If the connection is OK replace the feed drive.

Part number: JC93-00444A

For instructions: See the Repair Service Manual for this product.

6. Check the registration motor.

a. Run test 100-0411, Registration Motor.

NOTE: Verify the operation by opening the right door and observing the registration rollers
turning.

b. Check if the cable harness from the motor to the main board PCA is connected correctly.

c. If the connection is OK replace the MP Registration motor or the MP Registration drive.

MP Registration motor part number: JC31-00123B

MP Registration drive part number: JC93-00443A

For instructions: See the Repair Service Manual for this product.

7. Check the registration clutch.

a. Run test 101-0050, Registration Clutch.

NOTE: Verify the operation by opening the right door and observing the registration rollers
turning.

b. Check if the cable harness from the clutch to the main board PCA is connected correctly.

c. If the connection is OK replace the electric clutch or the main drive.

Clutch part number: JC47-00037A

MP Registration drive part number: JC93-00443A

For instructions: See the Repair Service Manual for this product.

8. Test the duplex motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

208 Chapter 6 Numerical control panel messages

 ● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 100–0140, Duplex Motor forward.

c. With the duplex path open, observe the duplex drive belt to ensure the motor is functioning
correctly.

d. If the sensor test fails, check the wire harness on the duplex drive.

e. If the wire harness is good, replace the duplex motor.

Part number: JC95-01510A

9. Check the duplex path for obstructions or damage. Replace damaged parts as need using the
service manual.

13.B2.FF
Residual paper jam at the registration sensor.

When the printer is warming-up, jammed paper is detected inside the machine.

The leading edge of the paper has not reached the registration sensor within the specified time.

13.B2.FF 209
 Recommended action for customers

1. Open the right door and remove any jammed paper from the area.

Figure 6-156 Open the right door

2. Print a test job to see if the jam reoccurs. If so, make note of the jam error code.

3. If the error persists, contact HP Customer Support.

Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Open the right door and remove any jammed paper from the area.

Figure 6-157 Open the right door

210 Chapter 6 Numerical control panel messages

2. Print a test job to see if the same paper jam occurs.

3. If the error persists, perform one of the following actions:

● Call-center agent: Make note of the jam event code and then dispatch a technician for onsite
service. Order the appropriate replacement part(s) for the specific event code.

● Onsite technician: Continue to the next step.

4. Check the registration sensor:

a. On the printer control panel, open the following menus:

i. Support Tools

ii. Service

NOTE: Service PINs (by printer model):

● E72525, E72530, E72535 models: 04072517

● For E77822, E77825, E77830 models: 04077817

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

b. Run test 102-0360, Registration Sensor.

c. Use a sheet of paper to trip the registration sensor (shown in the following image) to ensure
that it is functioning correctly.

Figure 6-158 Registration sensor

Recommended action for call-center agents and onsite technicians 211

 Figure 6-159 Sensor locations

● Callout 1: Registration Sensor

● Callout 2: Tray 2 Feed Sensor

● Callout 3: Tray 3 Feed Sensor

If there is no paper, the status will be "Low," and if there is paper, the status will be "High."

Figure 6-160 Status of sensor test (example)

NOTE: If the feed sensor is dirty or contaminated, the other two sensors might also be dirty
and should be cleaned.

212 Chapter 6 Numerical control panel messages

 Figure 6-161 Example of a dust contaminated sensor

d. If the sensor test failed, check the wire harness between the registration sensor and the main
board PCA.

e. If the wire harness is good, replace the registration sensor.

Sensor part number: 0604-001490

f. If the registration sensor has been replaced but it still does not function correctly, replace the
Main Board PCA.

Main Board PCA part numbers:

● JC82-00540B (For E77822, E77825, E77830 models)

● JC82-00541B (for E72525, E72530, E72535 models)

For instructions:

Or see the Service Manual for the printer.

5. If the error persists, contact the GBU and include the JDP Log and reports.

13.B4.Dz
A paper delay jam occurred at the loop sensor.

A jam occurs because the paper failed to reach the loop detection sensor in the required time.

● 13.B4.D1: Delay jam when printing from tray 1

● 13.B4.D2: Delay jam when printing from tray 2

● 13.B4.D3: Delay jam when printing from tray 3

● 13.B4.D4: Delay jam when printing from tray 4

● 13.B4.D5: Delay jam when printing from tray 5

● 13.B4.D6: Delay jam when printing from tray 6

13.B4.Dz 213
 ● 13.B4.DD: Delay jam when printing from the duplexer

Recommended action for customers

1. Check the location of the jammed paper.

2. Remove the jammed paper. Refer to the images below for each location.

NOTE: Do not close the right door or tray until step 5.

Figure 6-162 Open the right door

Figure 6-163 Open the tray

214 Chapter 6 Numerical control panel messages

3. Ensure that the tray width guides are set to the correct paper size being loaded in the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.

Figure 6-164 Paper size guides in the tray

4. Ensure that the paper in the tray is not filled above the fill-mark.

Figure 6-165 Paper fill-mark on the tray

5. Close the door and tray. The printer will attempt to feed the paper.

Check to see if a jam occurs again, and if it does, make note of the jam error code.

6. Make sure the paper type is supported by the printer.

7. Make sure the paper that is loaded in the tray matches the paper settings (size, type, weight) on the
printer.

8. Make sure the paper is in good condition. Do not use damaged, wrinkled, or wet paper. Avoid using
paper that has previously been printed on. Test using fresh paper.

9. If the error persists, please contact HP Customer Support.

Recommended action for customers 215

 Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Check the location of the jammed paper.

2. Remove the jammed paper. Refer to the images below for each location.

NOTE: Do not close the right door or tray until step 5.

Figure 6-166 Open the right door

Figure 6-167 Open the tray

216 Chapter 6 Numerical control panel messages

3. Ensure that the tray width guides are set to the correct paper size being loaded in the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.

Figure 6-168 Paper size guides in the tray

4. Ensure that the paper in the tray is not filled above the fill-mark.

Figure 6-169 Paper fill-mark on the tray

5. Close the door and tray. The printer will attempt to feed the paper.

Check to see if a jam occurs again, and if it does, make note of the jam error code.

6. Make sure the paper type is supported by the printer.

7. Make sure the paper that is loaded in the tray matches the paper settings (size, type, weight) on the
printer.

8. Make sure the paper is in good condition. Do not use damaged, wrinkled, or wet paper. Avoid using
paper that has previously been printed on. Test using fresh paper.

Recommended action for call-center agents and onsite technicians 217

 9. If the error persists, perform one of the following actions:

● Call-center agent: Make note of the jam event code and then dispatch a technician for onsite
service. Order the appropriate replacement part(s) for the specific event code.

● Onsite technician: Continue to the next step.

10. Check the sensor actuator.

a. Ensure the sensor actuator moves freely and is not damaged.

Figure 6-170 Sensor location

b. If the actuator is damaged or the sensor does not function correctly, replace the right side
cover feed.

Right side cover feed part number: JC95-02081A

11. Check the registration motor.

a. Open the lower right door and run test 100-0411, Registration Motor.

b. Ensure that the registration rollers are rotating freely.

c. Check the cable harness between the motor and the main board PCA and make sure it is
connected properly.

d. If the connection is OK, replace the MP Registration Motor, or the MP Registration Drive.

● Registration motor part number: JC31-00123B

● Registration drive part number: JC93-00443A

For instructions: Removal and replacement: MP registration drive (see the Service Manual for
the printer).

12. Check the registration clutch.

218 Chapter 6 Numerical control panel messages

 a. Run test 101-0050, Registration Clutch.

NOTE: Verify the operation by opening the right door and observing the registration rollers
turning.

b. Check the cable harness from the clutch to the main board PCA and make sure it is connected
properly.

c. If the connection is OK, replace the electric clutch or the main drive.

● Clutch part number: JC47-00037A

● MP Registration drive part number: JC93-00443A

● For instructions: Removal and replacement: MP registration drive (see the Service Manual
for the printer)

13. Check the ITB motor.

a. On the printer control panel, open the following menus:

i. Support Tools

ii. Service

NOTE: The Service PIN for this printer is 04077817.

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

b. Run test 109-0450 ITB Motor. Check to see if the motor functions correctly.

Recommended action for call-center agents and onsite technicians 219

 c. If the test fails, check the wire harness between the drive assembly and connector 21 on the
main board and make sure it is connected properly.

Figure 6-171 Main board PCA

220 Chapter 6 Numerical control panel messages

d. Test the 24V motor power using pins 1 or 2 on the motor connection (24V ± 5%) to chassis
ground.

Figure 6-172 Pins 1 and 2 on the 24V motor connection

e. If the voltage is good, replace the motor.

ITB motor part number: JC31-00123B

Recommended action for call-center agents and onsite technicians 221

 f. If the power is abnormal, check the 24V on the main board PCA to chassis ground. Measure
the voltage on connector 17 of the main board PCA from the LVPS type 5.

Figure 6-173 Main board PCA

Figure 6-174 LVPS connection

g. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from
the LVPS. (24V ± 5%)

h. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part numbers:

● JC44-00249A (110V)

● JC44-00250A (220V)

For instructions: See the Repair Service Manual for this product.

222 Chapter 6 Numerical control panel messages

 i. If the voltage is good from the LVPS but not normal when plugged in to the connectors, replace
the Main Board PCA.

Main board PCA part number: JC82-00540B

For instructions:

14. If the motor is operational, check the motor signal 3.3V on the main board PCA:

a. Test the motor signal voltage on pin 7 with the motor test running and stopped. The voltage
should be ~0V when running, and 3.3V ± 5% when stopped.

Figure 6-175 Test pin 7 to chassis ground

b. If the voltage is ~0V continually, check the wire harness.

c. If the harness is OK, replace the main board PCA.

Main board PCA part number: JC82-00540B

For instructions:

d. If the value is normal, replace the motor.

Motor part number: JC31-00123B

15. Take out the ITB and check if any paper is stuck around it.

If there is any paper on the ITB, check the paper that the customer is using and make sure it
matches the paper settings on the printer, or change to high quality paper.

Recommended action for call-center agents and onsite technicians 223

 16. If the error persists, contact the GBU and provide the JDP Log and reports.

13.B4.FF Jam in right door

Residual jam at power on, or after clearing the loop detection sensor.

Recommended action for customers

1. Open the right door and remove any jammed paper found.

Figure 6-176 Open the right door

2. Check for, and remove, any obstruction or jammed paper inside the printer.

3. Check the sensor actuator.

224 Chapter 6 Numerical control panel messages

 a. Ensure that the sensor actuator moves freely and is not damaged.

Figure 6-177 Sensor location

b. If the actuator is damaged, contact HP Customer Support.

4. Close the right door, and then print a test job to see if the same paper jam occurs.

5. If the paper jam reoccurs, make note of the jam error code and then contact HP Customer Support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the right door and remove any jammed paper found.

Figure 6-178 Open the right door

Recommended action for call-center agents and onsite technicians 225

 2. Check for, and remove, any obstruction or jammed paper inside the printer.

3. Check the sensor actuator and ensure that it moves freely and is not damaged.

Figure 6-179 Sensor location

4. Close the right door, and then print a test job to see if the same paper jam occurs.

5. If the paper jam reoccurs, perform one of the following actions:

● Call-center agent: Make note of the jam event code. Then dispatch a technician for onsite
service and order the following part:

Part name: T2 Transfer Roller

Part number: JC66-04204A

● Onsite technician: Continue to the next step.

6. Check the sensor actuator.

226 Chapter 6 Numerical control panel messages

 a. Ensure the sensor actuator moves freely and is not damaged.

Figure 6-180 Sensor location

b. If the actuator is damaged or the sensor does not function correctly, replace the right side
cover feed.

Right side cover feed part number: JC95-02081A

7. Check the right door connector.

NOTE: This is an important step as lowering the door too far during service can loosen the
connector.

Figure 6-181 Right door connector

8. If the error persists, please contact the GBU with information, such as the JDP Log and Reports.

Recommended action for call-center agents and onsite technicians 227

 13.B9.Az Fuser Jam
Fuser delivery stay jam.

The jam occurs because the rear of the paper fails to exit the fuser exit sensor.

This jam error might occur in any of the following situations:

● An accordion jam at the fuser exit. Something is blocking the paper before it reaches the output
rollers.

● The output bin rollers are not turning. There is very little distance from the fuser exit and the output
bin.

● A sticky fuser exit flag. If it is stuck, or even delayed momentarily, in the activated position, a jam
occurs.

● Issues with the duplexer. This error occurs only on duplex jobs. Simplex jobs will print OK.

● If the inner finisher is installed, paper fails to reach the inner finisher.

● If the stapler-stacker or booklet finisher is installed, paper fails to reach the finisher bridge unit.

Z = Fuser mode

● 13.B9.A1: Printing in Auto-Sense mode Normal

● 13.B9.A2: Printing in fuser mode Normal

● 13.B9.A3: Printing in fuser mode Light 1 or Light 2

● 13.B9.A4: Printing in fuser mode Heavy 1

● 13.B9.A5: Printing in fuser mode Heavy 2

● 13.B9.A6: Printing in fuser mode Heavy 3

● 13.B9.A7: Printing in fuser mode Glossy paper 1

● 13.B9.A8: Printing in fuser mode Glossy paper 2

● 13.B9.A9: Printing in fuser mode Glossy paper 3

● 13.B9.AB: Printing in fuser mode Transparency

● 13.B9.AC: Printing in fuser mode Label

● 13.B9.AD: Printing in fuser mode Envelope 1 or Envelope 2

228 Chapter 6 Numerical control panel messages

Recommended action for customers

1. Open the right door and remove any jammed paper found.

Figure 6-182 Open the right door

2. Check for, and remove, any obstruction or jammed paper inside the printer.

3. Use the green tab on the left side of the fuser to open the fuser access door.

Figure 6-183 Green tab on the fuser

4. Behind the open fuser access door, check for, and remove, any jammed or wrapped media.

5. Turn the printer off and then on again.

6. If the error persists, contact HP Customer Support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

Recommended action for customers 229

 1. Open the right door and remove any jammed paper found.

Figure 6-184 Open the right door

2. Check for, and remove, any obstruction or jammed paper inside the printer.

3. Use the green tab on the left side of the fuser to open the fuser access door.

Figure 6-185 Green tab on the fuser

4. Behind the open fuser access door, check for, and remove, any jammed or wrapped media.

5. Turn the printer off and then on again.

6. If the error persists, perform one of the following actions:

● Call-center agent: Dispatch a technician for onsite service and order the following part:

110V Fuser part number: JC82-00472A

220V Fuser part number: JC82-00485A

● Onsite technician: Continue to the next step.

230 Chapter 6 Numerical control panel messages

7. If the error occurs when printing a job just after printer installation and an Inner Finisher or Bridge
for a Stapler/Stacker or Booklet maker has been installed, check to make sure that the two Settling
Guides and Bin Full Actuator have been removed.

IMPORTANT: The metal rod that the Bin Full Actuator is connected to should NOT be removed.

Figure 6-186 Setting guides and bin full actuator

Callout 1: Bin full actuator

Callout 2: Settling guides

8. Check the fuser exit sensor.

a. On the printer control panel, open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

Recommended action for call-center agents and onsite technicians 231

 b. Run test 102-0361, the Fuser Out Sensor test.

Figure 6-187 Fuser out location

c. If the sensor operation is normal, skip to step #9 to test the Fuser/Exit Drive Unit.

d. If the sensor does not work, check the wire harness connection between the fuser exit sensor
and the main board.

If the wire harness connection is OK, replace the sensor or the actuator as needed.
Fuser out actuator part number: JC66-03307A
Sensor part number: 0604-001393

9. Check the Fuser/Exit Drive Unit.

a. Run test 109-0030, Fuser Motor Forward.

b. Check the wire harness connection on the fuser drive unit.

c. Physically inspect the fuser drive gears for any obstructions or damage. If they are damaged,
or if obstructions cannot be cleared, replace the fuser drive.

Fuser output drive part number: JC93-00441A

For instructions: See the Service Manual for this printer.

d. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
For instructions: See the Repair Service Manual for this product.

e. If the gear drive is clean, replace the fuser drive motor.

Fuser drive motor part number: JC31-00123B

10. Physically inspect the output path and gears for any obstructions or damage. If they are damaged,
or if obstructions cannot be cleared, replace the damaged part or the output unit, as needed. See
the Service Manual for instructions.

13.B9.Dz Fuser jam

Fuser delivery delay jam.

232 Chapter 6 Numerical control panel messages

 The paper failed to reach the fuser exit sensor in the required time.

Z = Fuser mode

● 13.B9.D1: Fuser delivery delay jam when printing from tray 1

● 13.B9.D2: Fuser delivery delay jam when printing from tray 2

● 13.B9.D3: Fuser delivery delay jam when printing from tray 3

● 13.B9.D4: Fuser delivery delay jam when printing from tray 4

● 13.B9.D5: Fuser delivery delay jam when printing from tray 5

● 13.B9.D6: Fuser delivery delay jam when printing from tray 6

● 13.B9.DD: Fuser delivery delay jam when printing from the duplexer

Recommended action for customers

1. Open the right door and remove any jammed paper found.

Figure 6-188 Open the right door

2. Check for, and remove, any obstruction or jammed paper inside the printer.

Recommended action for customers 233

 3. Use the green tab on the left side of the fuser to open the fuser access door.

Figure 6-189 Green tab on the fuser

4. Behind the open fuser access door, check for, and remove, any jammed or wrapped media.

5. Turn the printer off and then on again.

6. If the error persists, contact HP Customer Support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the right door and remove any jammed paper found.

Figure 6-190 Open the right door

2. Check for, and remove, any obstruction or jammed paper inside the printer.

234 Chapter 6 Numerical control panel messages

3. Use the green tab on the left side of the fuser to open the fuser access door.

Figure 6-191 Green tab on the fuser

4. Behind the open fuser access door, check for, and remove, any jammed or wrapped media.

5. Turn the printer off and then on again.

6. If the error persists, perform one of the following actions:

● Call-center agent: Dispatch a technician for onsite service and order the following part:

110V Fuser part number: Z7Y77-67002

220V Fuser part number: Z9M03-67002

● Onsite technician: Continue to the next step.

7. Check the fuser exit sensor.

a. On the printer control panel, open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

Recommended action for call-center agents and onsite technicians 235

 b. Run test 102-0361, the Fuser Out Sensor test.

Figure 6-192 Fuser out location

c. If the sensor operation is normal, skip to step #8 to test the Fuser/Exit Drive Unit.

d. If the sensor does not work, check the wire harness connection between the fuser exit sensor
and the main board.

If the wire harness connection is OK, replace the sensor or the actuator as needed.
Fuser out actuator part number: JC66-03307A
Sensor part number: 0604-001393

8. Check the Fuser/Exit Drive Unit.

a. Run test 109-0030, Fuser Motor Forward.

b. Check the wire harness connection on the fuser drive unit.

c. Physically inspect the fuser drive gears for any obstructions or damage. If they are damaged,
or if obstructions cannot be cleared, replace the fuser drive.

Fuser output drive part number: JC93-00441A

For instructions: See the Service Manual for this printer.

d. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
For instructions: See the Service Manual for this printer.

e. If the gear drive is clean, replace the fuser drive motor.

Fuser drive motor part number: JC31-00123B

9. Physically inspect the output path and gears for any obstructions or damage. If they are damaged,
or if obstructions cannot be cleared, replace the damaged part or the output unit, as needed. See
the Service Manual for instructions.

13.B9.FF Fuser Jam

Residual paper jam at the fuser output sensor.

236 Chapter 6 Numerical control panel messages

 A jam occurs when paper is detected at the fuser exit sensor during warming up.

Recommended action for customers

1. Open the right door and remove any jammed paper found.

Figure 6-193 Open the right door

2. Check for, and remove, any obstruction or jammed paper inside the printer.

3. Use the green tab on the left side of the fuser to open the fuser access door.

Figure 6-194 Green tab on the fuser

4. Behind the open fuser access door, check for, and remove, any jammed or wrapped media.

5. Turn the printer off and then on again.

6. If the error persists, contact HP Customer Support.

Recommended action for customers 237

 Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Open the right door and remove any jammed paper found.

Figure 6-195 Open the right door

2. Check for, and remove, any obstruction or jammed paper inside the printer.

3. Use the green tab on the left side of the fuser to open the fuser access door.

Figure 6-196 Green tab on the fuser

4. Behind the open fuser access door, check for, and remove, any jammed or wrapped media.

5. Turn the printer off and then on again.

6. If the error persists, perform one of the following actions:

● Call-center agent: Dispatch a technician for onsite service and order the following part:

110V Fuser part number: Z7Y77-67002

238 Chapter 6 Numerical control panel messages

 220V Fuser part number: Z9M03-67002

● Onsite technician: Continue to the next step.

7. Check the fuser exit sensor.

a. On the printer control panel, open the following menus:

● Support Tools

● Service

NOTE: Service PINs by model:

E72525, E72530, E72535 models: 04072517

E77822, E77825, E77830 models: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102-0361, the Fuser Out Sensor test.

Figure 6-197 Fuser out location

c. If the sensor operation is normal, skip to step #8 to test the Fuser/Exit Drive Unit.

d. If the sensor does not work, check the wire harness connection between the fuser exit sensor
and the main board.

If the wire harness connection is OK, replace the sensor or the actuator as needed.
Fuser out actuator part number: JC66-03307A
Sensor part number: 0604-001393

8. Check the Fuser/Exit Drive Unit.

a. Run test 109-0030, Fuser Motor Forward.

b. Check the wire harness connection on the fuser drive unit.

Recommended action for call-center agents and onsite technicians 239

 c. Physically inspect the fuser drive gears for any obstructions or damage. If they are damaged,
or if obstructions cannot be cleared, replace the fuser drive.

Fuser output drive part number: JC93-00441A

For instructions: See the Service Manual for this printer.

d. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
For instructions: See the Service Manual for this printer.

e. If the gear drive is clean, replace the fuser drive motor.

Fuser drive motor part number: JC31-00123B

9. Physically inspect the output path and gears for any obstructions or damage. If they are damaged,
or if obstructions cannot be cleared, replace the damaged part or the output unit, as needed. See
the Service Manual for instructions.

13.D2.AZ Jam in Right Door

Duplex paper jam.

A jam occurs because the rear of the paper fails to exit the duplex 1 sensor.

Z = Fuser mode

● 13.D2.A1: Printing in Auto-Sense mode Normal

● 13.D2.A2: Printing in fuser mode Normal

● 13.D2.A3: Printing in fuser mode Light 1 or Light 2

● 13.D2.A4: Printing in fuser mode Heavy 1

● 13.D2.A5: Printing in fuser mode Heavy 2

● 13.D2.A6: Printing in fuser mode Heavy 3

● 13.D2.A7: Printing in fuser mode Glossy paper 1

● 13.D2.A8: Printing in fuser mode Glossy paper 2

● 13.D2.A9: Printing in fuser mode Glossy paper 3

● 13.D2.AB: Printing in fuser mode Transparency

● 13.D2.AC: Printing in fuser mode Label

● 13.D2.AD: Printing in fuser mode Envelope 1 or Envelope 2

240 Chapter 6 Numerical control panel messages

Recommended action for customers

1. Open the right door and tray and remove any jammed paper found. Refer to the images below for
each location.

NOTE: Do not close the right door or tray until step 6.

Figure 6-198 Open the right door

Figure 6-199 Open the tray

Recommended action for customers 241

 2. Open the duplex path.

Figure 6-200 Open the duplex path

3. Check for, and remove, any obstructions or jammed paper found.

Figure 6-201 Check for jammed paper

242 Chapter 6 Numerical control panel messages

4. Ensure that the tray width guides are set to the correct paper size being loaded in the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.

Figure 6-202 Paper size guides in the tray

5. Ensure that the tray is not filled above the fill-mark.

Figure 6-203 Paper fill-mark on the tray

6. Close the right door and tray. The printer will attempt to feed the paper.

Check to see if a jam occurs again, and if it does, check the event code.

7. Make sure the paper type is supported by the printer.

8. Make sure the paper that is loaded in the tray matches the paper settings (size, type, weight) on the
printer.

9. Make sure the paper is in good condition. Do not use damaged, wrinkled, or wet paper. Avoid using
paper that has previously been printed on. Test using fresh paper.

10. If the error persists, contact HP Customer Support.

Recommended action for customers 243

 Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Open the right door and tray and remove any jammed paper found. Refer to the images below for
each location.

NOTE: Do not close the right door or tray until step 6.

Figure 6-204 Open the right door

Figure 6-205 Open the tray

244 Chapter 6 Numerical control panel messages

2. Open the duplex path.

Figure 6-206 Open the duplex path

3. Check for, and remove, any obstructions or jammed paper found.

Figure 6-207 Check for jammed paper

Recommended action for call-center agents and onsite technicians 245

 4. Ensure that the tray width guides are set to the correct paper size being loaded in the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.

Figure 6-208 Paper size guides in the tray

5. Ensure that the tray is not filled above the fill-mark.

Figure 6-209 Paper fill-mark on the tray

6. Close the right door and tray. The printer will attempt to feed the paper.

Check to see if a jam occurs again, and if it does, check the event code.

7. Make sure the paper type is supported by the printer.

8. Make sure the paper that is loaded in the tray matches the paper settings (size, type, weight) on the
printer.

9. Make sure the paper is in good condition. Do not use damaged, wrinkled, or wet paper. Avoid using
paper that has previously been printed on. Test using fresh paper.

246 Chapter 6 Numerical control panel messages

10. If the error persists, perform one of the following actions:

● Call-center agent: Dispatch a technician for onsite service and order the following part:

Part name: Tray 2-x rollers

Part number: X3A83-67915

● Onsite technician: Continue to the next step.

11. Check the duplex sensor.

a. Remove the upper right cover.

b. On the printer control panel, open the following menus:

● Support Tools

● Service

NOTE: Service PINs by model:

E72525, E72530, E72535 models: 04072517

E77822, E77825, E77830 models: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 102-0380, Duplex Jam 1 Sensor.

Figure 6-210 Duplex jam 1 sensor location

NOTE: If there is no paper, the sensor status will be "Low," and if there is paper, the status will
be "High."

d. If the sensor operation is normal, skip to step #12 to test the duplex motor.

Recommended action for call-center agents and onsite technicians 247

 e. If the sensor does not work, check the wire harness connection between the fuser exit sensor
and the main board.

If the wire harness connection is OK, replace the duplex sensor or actuator, as needed.
Actuator duplex 2 part number: JC66-02180A
Sensor part number: 0604-001393

12. Test the duplex motor.

a. Run test 100-0140, Duplex Motor forward.

NOTE: To run this test, the right door sensor might need to be tripped.

Figure 6-211 Right door sensor

b. With the duplex path open, observe the duplex drive belt to ensure the motor is functioning
correctly.

Figure 6-212 Duplex drive belt

c. If the motor test fails, check the wire harness on the duplex drive.

If the wire harness is good, replace the duplex motor.

248 Chapter 6 Numerical control panel messages

 Duplex motor part number: JC95-01510A

13. If the error persists, please contact the GBU with information such as the JDP Log and Reports.

13.D2.Dz Jam in Right Door

Duplex paper jam.

A jam occurs because the front of the paper fails to reach the duplex 1 sensor.

Z = Fuser mode

● 13.D2.D1: Printing in Auto-Sense mode Normal

● 13.D2.D2: Printing in fuser mode Normal

● 13.D2.D3: Printing in fuser mode Light 1 or Light 2

● 13.D2.D4: Printing in fuser mode Heavy 1

● 13.D2.D5: Printing in fuser mode Heavy 2

● 13.D2.D6: Printing in fuser mode Heavy 3

● 13.D2.D7: Printing in fuser mode Glossy paper 1

● 13.D2.D8: Printing in fuser mode Glossy paper 2

● 13.D2.D9: Printing in fuser mode Glossy paper 3

● 13.D2.DB: Printing in fuser mode Transparency

● 13.D2.DC: Printing in fuser mode Label

● 13.D2.DD: Printing in fuser mode Envelope 1 or Envelope 2

Recommended action for customers

1. Open the right door and tray and remove any jammed paper found. Refer to the images below for
each location.

NOTE: Do not close the right door or tray until step 6.

13.D2.Dz Jam in Right Door 249

 Figure 6-213 Open the right door

Figure 6-214 Open the tray

2. Open the duplex path.

Figure 6-215 Open the duplex path

250 Chapter 6 Numerical control panel messages

3. Check for, and remove, any obstructions or jammed paper found.

Figure 6-216 Check for jammed paper

4. Ensure that the tray width guides are set to the correct paper size being loaded in the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.

Figure 6-217 Paper size guides in the tray

Recommended action for customers 251

 5. Ensure that the tray is not filled above the fill-mark.

Figure 6-218 Paper fill-mark on the tray

6. Close the right door and tray. The printer will attempt to feed the paper.

Check to see if a jam occurs again, and if it does, check the event code.

7. Make sure the paper type is supported by the printer.

8. Make sure the paper that is loaded in the tray matches the paper settings (size, type, weight) on the
printer.

9. Make sure the paper is in good condition. Do not use damaged, wrinkled, or wet paper. Avoid using
paper that has previously been printed on. Test using fresh paper.

10. If the error persists, contact HP Customer Support.

Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Open the right door and tray and remove any jammed paper found. Refer to the images below for
each location.

NOTE: Do not close the right door or tray until step 6.

252 Chapter 6 Numerical control panel messages

 Figure 6-219 Open the right door

Figure 6-220 Open the tray

2. Open the duplex path.

Figure 6-221 Open the duplex path

Recommended action for call-center agents and onsite technicians 253

 3. Check for, and remove, any obstructions or jammed paper found.

Figure 6-222 Check for jammed paper

4. Ensure that the tray width guides are set to the correct paper size being loaded in the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.

Figure 6-223 Paper size guides in the tray

254 Chapter 6 Numerical control panel messages

5. Ensure that the tray is not filled above the fill-mark.

Figure 6-224 Paper fill-mark on the tray

6. Close the right door and tray. The printer will attempt to feed the paper.

Check to see if a jam occurs again, and if it does, check the event code.

7. Make sure the paper type is supported by the printer.

8. Make sure the paper that is loaded in the tray matches the paper settings (size, type, weight) on the
printer.

9. Make sure the paper is in good condition. Do not use damaged, wrinkled, or wet paper. Avoid using
paper that has previously been printed on. Test using fresh paper.

10. If the error persists, perform one of the following actions:

● Call-center agent: Dispatch a technician for onsite service and order the following part:

Part name: Tray 2-x rollers

Part number: X3A83-67915

● Onsite technician: Continue to the next step.

11. Check the duplex sensor.

a. Remove the upper right cover.

b. On the printer control panel, open the following menus:

● Support Tools

● Service

NOTE: Service PINs by model:

E72525, E72530, E72535 models: 04072517

E77822, E77825, E77830 models: 04077817

Recommended action for call-center agents and onsite technicians 255

 ● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 102-0380, Duplex Jam 1 Sensor.

Figure 6-225 Duplex jam 1 sensor location

NOTE: If there is no paper, the sensor status will be "Low," and if there is paper, the status will
be "High."

d. If the sensor operation is normal, skip to step #12 to test the duplex motor.

e. If the sensor does not work, check the wire harness connection between the fuser exit sensor
and the main board.

If the wire harness connection is OK, replace the duplex sensor or actuator, as needed.
Actuator duplex 2 part number: JC66-02180A
Sensor part number: 0604-001393

12. Test the duplex motor.

a. Run test 100-0140, Duplex Motor forward.

NOTE: To run this test, the right door sensor might need to be tripped.

256 Chapter 6 Numerical control panel messages

 Figure 6-226 Right door sensor

b. With the duplex path open, observe the duplex drive belt to ensure the motor is functioning
correctly.

Figure 6-227 Duplex drive belt

c. If the motor test fails, check the wire harness on the duplex drive.

If the wire harness is good, replace the duplex motor.

Duplex motor part number: JC95-01510A

13. Check the exit drive.

a. Run test 100-0430, Exit 2 Motor Forward.

b. If the test fails, check the harness connection between the motor and the main board PCA.

If the harness connection is OK, replace the exit drive motor.

Part number: JC93-00452A

14. If the error persists, please contact the GBU with information such as the JDP Log and Reports.

Recommended action for call-center agents and onsite technicians 257

 13.D2.FF Jam in Right Door
A jam occurs when the printer detects the media at the duplex 1 sensor during warming up.

Recommended action for customers

1. Open the right door. Remove any jammed paper found.

2. Open the duplex path and remove any paper found.

Figure 6-228 Open the duplex path

Figure 6-229 Check for jams

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Open the right door. Remove any jammed paper found.

258 Chapter 6 Numerical control panel messages

2. Open the duplex path and remove any paper found.

Figure 6-230 Open the duplex path

Figure 6-231 Check for jams

3. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

4. Check the duplex sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

Recommended action for call-center agents and onsite technicians 259

 b. Run test 102-0380, Duplex Jam 1 Sensor.

c. If the sensor operation is normal, skip to the step for testing the duplex motor.

d. If the sensor does not work, check the wire harness connection between the fuser exit sensor
and the main board.

e. If the wire harness connection is OK, replace the duplex sensor or actuator as needed.

Actuator duplex 2 part number: JC66-02180A

Sensor part number: 0604-001393

5. Test the duplex motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 100–01400, Duplex Motor forward.

260 Chapter 6 Numerical control panel messages

 c. With the duplex path open, observe the duplex drive belt to ensure the motor is functioning
correctly.

d. If the sensor test fails, check the wire harness on the duplex drive.

e. If the wire harness is good, replace the duplex motor.

Part number: JC95-01510A

6. Check the right door assembly and duplex path for any obstructions or damage. Replace damaged
parts as needed. See the service manual for instructions.

13.E1.AZ
Paper stay jam. The rear end of the paper fails to exit the IPTU entrance sensor.

● 13.E1.A1 Paper stay jam going to top output tray.

● 13.E1.A2 Paper stay jam going to main output tray.

● 13.E1.A3 Paper stay jam going to booklet output tray.

Recommended action for customers

1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and
then close the door.

13.E1.AZ 261
 2. Turn the printer off, and then on.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and
then close the door.

2. Turn the printer off, and then on.

3. If the paper being used is not A4 or letter, test with A4 or letter fed long edge first as indicated
below. If a new error occurs, follow that error guide.

262 Chapter 6 Numerical control panel messages

4. Check the paper path from the bridge entrance sensor to the bridge exit sensor. Take a very close
look at where the paper leading edge stopped.

Check for a foreign substance, a deformed shape, paper path obstructions that can cause this
error.

Callout 1: IPTU entrance sensor

Callout 2: IPTU exit sensor

5. Check the IPTU input sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

Recommended action for call-center agents and onsite technicians 263

 ● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2070, 2 Bin Finisher Bridge Entrance Sensor.

c. If the sensor does not function correctly, disconnect and reconnect both ends of the wire
harness to the sensor and IPTU PCA.

d. Retest the sensor. If the sensor does not function correctly, replace the sensor.

Part number: 0604-001415

For instructions: See the Repair Service Manual for this product.

6. Check the IPTU feed motor.

a. Run test 113–2560, 2 Bin Finisher Bridge Feed Motor.

b. If the motor does not function correctly, disconnect and reconnect both ends of the wire
harness to the motor and booklet PCA.

c. Retest the motor. If the test fails, replace the IPTU motor.

Part number: JC31-00163B

For instructions: See the Repair Service Manual for this product.

13.E1.Dz
Paper delay jam. The front end of the paper fails to reach the IPTU entrance sensor. The "z" indicates the
type of paper that the printer is currently set to print on.

The output destination (output flag is missing or sensor is bad)

NOTE: This error might be caused when the 1st exit is missing the output flag because it was set up
for an inner finisher or an output device/bridge and they are missing or unplugged.

Once installed, the finisher or bridge cannot be remove without reinstalling the bin full actuator and run
the printer without them.

During installation, retain the actuator for later use.

13.E1.D1 - Paper type set to AutoSense

13.E1.D2 - Paper type set to Normal

13.E1.D3 - Paper type set to Light 1,2 or 3

13.E1.D4 - Paper type set to Heavy 1

13.E1.D5 - Paper type set to Heavy 2

13.E1.D6 - Paper type set to Heavy 3

13.E1.D7 - Paper type set to Glossy 1

13.E1.D8 - Paper type set to Glossy 2

13.E1.D9 - Paper type set to Glossy 3

264 Chapter 6 Numerical control panel messages

Recommended action for customers

1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and
then close the door.

2. Turn the printer off, and then on.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Check if the IPTU or inline finisher have been removed and the printer is being used without an
output device.

NOTE: This error might be caused when the 1st exit is missing the output flag because it was set
up for an inner finisher or an output device/bridge and they are missing or unplugged.

Once installed, the finisher or bridge cannot be remove without reinstalling the bin full actuator
and run the printer without them.

During installation, retain the actuator for later use.

Recommended action for customers 265

 2. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and
then close the door.

3. Turn the printer off, and then on.

4. Check the IPTU input sensor S1.

266 Chapter 6 Numerical control panel messages

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2070, 2 Bin Finisher Bridge Entrance Sensor.

c. If the sensor does not function correctly, disconnect and reconnect both ends of the wire
harness to the sensor and IPTU PCA.

d. Retest the sensor. If the sensor does not function correctly, replace the sensor.

Part number: JC32-00020A

For instructions: See the Repair Service Manual for this product.

e. If the sensor actuator flag is damaged, replace the actuator.

Part number: JC66-04569A

For instructions: See the Repair Service Manual for this product.

13.E1.FF
Paper detected at the IPTU entrance sensor when initialized.

Recommended action for customers

1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and
then close the door.

2. Turn the printer off, and then on.

13.E1.FF 267
 3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and
then close the door.

2. Turn the printer off, and then on.

3. Check the IPTU input sensor S1.

268 Chapter 6 Numerical control panel messages

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2070, 2 Bin Finisher Bridge Entrance Sensor.

c. If the sensor does not function correctly, disconnect and reconnect both ends of the wire
harness to the sensor and IPTU PCA.

d. Retest the sensor. If the sensor does not function correctly, replace the sensor.

Part number: JC32-00020A

For instructions: See the Repair Service Manual for this product.

e. If the sensor actuator flag is damaged, replace the actuator.

Part number: JC66-04569A

For instructions: See the Repair Service Manual for this product.

13.E2.FF
Paper detected at the IPTU middle sensor when initialized.

13.E2.FF 269
 Recommended action for customers

1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and
then close the door.

2. Turn the printer off, and then on.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and
then close the door.

2. Turn the printer off, and then on.

270 Chapter 6 Numerical control panel messages

3. Check the IPTU exit sensor S3.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2070, 2 Bin Finisher Bridge Entrance Sensor.

c. If the sensor does not function correctly, disconnect and reconnect both ends of the wire
harness to the sensor and IPTU PCA.

Recommended action for call-center agents and onsite technicians 271

 d. Retest the sensor. If the sensor does not function correctly, replace the sensor.

Part number: 0604-001393

For instructions: See the Repair Service Manual for this product.

e. If the sensor actuator flag is damaged, replace the actuator.

Part number: JC66-04569A

For instructions: See the Repair Service Manual for this product.

13.E7.Az
Paper stay jam in exit area.

The paper trailing edge failed to exit the exit 2 paper sensor in the time limit.

Recommended action for customers

1. Open the right door. Remove any jammed paper found.

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the right side cover. Remove any jammed paper found.

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Check the exit 2 sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102-0371, Exit 2 Sensor.

c. Remove the exit unit.

272 Chapter 6 Numerical control panel messages

 d. Check if the return sensor actuator is broken or deformed. If necessary, reassemble or
replace it.

Actuator bin full output part number: JC66-04339A

Actuator lever part number: JC66-02218A

Actuator lever output full part number: JC66-02278A

e. Check if the return sensor is connected correctly. If the connection is OK, replace the sensor.

Part number: 0604-001393

4. Check the exit drive.

a. Run test 100-0430, Exit 2 Motor Forward.

b. If the test fails, check the harness connection to the motor from the main board PCA.

c. If the harness connection is OK, replace the exit drive motor.

Part number: JC93-00452A

5. Check the fuser/exit drive unit.

a. Run test 109-0030, Fuser Motor Forward. If the motor functions correctly, skip to the step for
testing the output unit.

b. Check the wire harness connection of the fuser drive unit.

c. Physically inspect the fuser drive gears for any obstructions or damage. If they are damaged
or if obstructions cannot be cleared, replace the fuser drive.

Fuser output drive part number: JC93-00441A

For instructions: See the Repair Service Manual for this product.

d. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
For instructions: See the Repair Service Manual for this product.

e. If the gear drive is clean replace the fuser drive motor.

Fuser drive motor part number: JC31-00123B

13.E7.Dz
Paper jam in exit area. ("z" indicates the type of paper that is being printed on)

The failed to reach the exit 2 paper sensor in the time limit.

13.E7.D1 - Printing in Plain paper mode.

13.E7.D2 - Printing in Thin paper mode.

13.E7.D3 - Printing in Recycled paper mode.

13.E7.D4 - Printing in Thick paper mode.

13.E7.Dz 273
 13.E7.D5 - Printing in Heavy paper mode.

13.E7.D6 - Printing in Extra Heavy paper mode.

13.E7.D7 - Printing in Extra Heavy Card stock paper mode.

13.E7.D8 - Printing in Glossy paper mode.

13.E7.D9 - Printing in Heavy Glossy paper mode.

13.E7.DA - Printing in Bond paper mode.

13.E7.DB - Printing in Transparency paper mode.

13.E7.DC - Printing in Label paper mode.

13.E7.DD - Printing in Envelope paper mode.

13.E7.DE - Printing in Archive paper mode.

Recommended action for customers

1. Open the right door. Remove any jammed paper found.

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the right side cover. Remove any jammed paper found.

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Check the exit 2 sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102-0371, Exit 2 Sensor.

c. Remove the exit unit.

274 Chapter 6 Numerical control panel messages

 d. Check if the return sensor actuator is broken or deformed. If necessary, reassemble or
replace it.

Actuator bin full output part number: JC66-04339A

Actuator lever part number: JC66-02218A

Actuator lever output full part number: JC66-02278A

e. Check if the return sensor is connected correctly. If the connection is OK, replace the sensor.

Part number: 0604-001393

4. Check the exit drive.

a. Run test 100-0430, Exit 2 Motor Forward.

b. If the test fails, check the harness connection to the motor from the main board PCA.

c. If the harness connection is OK, replace the exit drive motor.

Part number: JC93-00452A

5. Check the fuser/exit drive unit.

a. Run test 109-0030, Fuser Motor Forward. If the motor functions correctly, skip to the step for
testing the output unit.

b. Check the wire harness connection of the fuser drive unit.

c. Physically inspect the fuser drive gears for any obstructions or damage. If they are damaged
or if obstructions cannot be cleared, replace the fuser drive.

Fuser output drive part number: JC93-00441A

For instructions: See the Repair Service Manual for this product.

d. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
For instructions: See the Repair Service Manual for this product.

e. If the gear drive is clean replace the fuser drive motor.

Fuser drive motor part number: JC31-00123B

13.E7.FF
A jam occurred when paper is detected at the exit 2 sensor during warming up.

Recommended action for customers

1. Open the right door. Remove any jammed paper found.

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. If the error persists, please contact customer support.

13.E7.FF 275
 Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the right side cover. Remove any jammed paper found.

2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

3. Check the exit 2 sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102-0371, Exit 2 Sensor.

c. Remove the exit unit.

d. Check if the return sensor actuator is broken or deformed. If necessary, reassemble or

replace it.

Actuator bin full output part number: JC66-04339A

Actuator lever part number: JC66-02218A
Actuator lever output full part number: JC66-02278A

e. Check if the return sensor is connected correctly. If the connection is OK, replace the sensor.

Part number: 0604-001393

4. Check the exit drive.

a. Run test 100-0430, Exit 2 Motor Forward.

b. If the test fails, check the harness connection to the motor from the main board PCA.

c. If the harness connection is OK, replace the exit drive motor.

Part number: JC93-00452A

5. Check the fuser/exit drive unit.

a. Run test 109-0030, Fuser Motor Forward. If the motor functions correctly, skip to the step for
testing the output unit.

b. Check the wire harness connection of the fuser drive unit.

276 Chapter 6 Numerical control panel messages

 c. Physically inspect the fuser drive gears for any obstructions or damage. If they are damaged
or if obstructions cannot be cleared, replace the fuser drive.

Fuser output drive part number: JC93-00441A

For instructions: See the Repair Service Manual for this product.

d. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
For instructions: See the Repair Service Manual for this product.

e. If the gear drive is clean replace the fuser drive motor.

Fuser drive motor part number: JC31-00123B

13.60.A1, 13.60.A2 or 13.60.A3

Paper stay jam. The paper failed to leave the entrance sensor of the finisher.

● 13.60.A1 Finisher input jam when printing to top output tray.

● 13.60.A2 Finisher input jam when printing to main output tray. (Stapler/Stacker-Booklet Maker only)

● 13.60.A3 Finisher input jam when printing to booklet output tray. (Stapler/Stacker-Booklet Maker only)

Inner Finisher: Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

13.60.A1, 13.60.A2 or 13.60.A3 277

 b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

278 Chapter 6 Numerical control panel messages

 f. Open the finisher output cover.

g. Remove any jammed paper or obstructions.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, please contact customer support.

Stapler/Stacker - Booklet Maker: Recommended action for customers

1. Check the IPTU for paper jams or obstructions.

Stapler/Stacker - Booklet Maker: Recommended action for customers 279

 a. Open the IPTU cover.

b. Check for paper jams or obstructions.

2. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

280 Chapter 6 Numerical control panel messages

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

3. If the error persists, turn the printer off, and then on.

Stapler/Stacker - Booklet Maker: Recommended action for customers 281

 4. If the error persists, please contact customer support.

Inner finisher: Recommended action for call-center agents and onsite technicians

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

282 Chapter 6 Numerical control panel messages

 d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

f. Open the finisher output cover.

g. Remove any jammed paper or obstructions.

h. Close the covers and slide the inner finisher back into printer.

2. Turn the printer off, and then on.

Inner finisher: Recommended action for call-center agents and onsite technicians 283
 3. If the jam is occurring with paper that is not A4 or Letter, try printing out with A4 or letter paper
using long edge feeding. If another error appears, follow the troubleshooting for that specific error.

4. If the error persists, Check the finisher exit motor ( M2).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–0502 Finisher Exit Motor.

c. Check the driving gear to ensure it is installed with the correct orientation and to make sure
the one-way bearing is running in the correct direction.

284 Chapter 6 Numerical control panel messages

 d. Check the belt to ensure it is properly installed at the driving gear and the exit motor. The
image below shows the correct installation of the belt.

e. If the test fails, disconnect and reconnect both ends of the wire harness from the exit motor to
the finisher PCA.

f. Retest the entrance motor. If the test fails, replace the exit motor.

Part number: JC31-00169B

For instructions: See the Repair Service Manual for this product.

5. If all other troubleshooting has been performed and the error persists, replace the inner finisher
PCA.

Part number: JC92-02774B

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians

1. Check the IPTU for paper jams or obstructions.

a. Open the IPTU cover.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 285
 b. Check for paper jams or obstructions.

2. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

286 Chapter 6 Numerical control panel messages

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

3. If the jam is occurring with paper that is not A4 or Letter, try printing out with A4 or letter paper
using long edge feeding. If another error appears, follow the troubleshooting for that specific error.

4. Turn the printer off, and then on.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 287
 5. Check the paper path from the bridge entrance sensor to the bridge exit sensor. Take a very close
look at where the paper leading edge stopped.

Check for a foreign substance, a deformed shape, or paper path obstructions that can cause this
error.

Callout 1: IPTU entrance sensor

Callout 2: IPTU exit sensor

6. If the persists, check the finisher exit motor (M13).

a. Open the following menus:

● Support Tools

288 Chapter 6 Numerical control panel messages

 ● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2580 2 Bin Finisher Exit Feed Motor.

Listen for the sound of the motor running.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
finisher PCA.

d. Retest the entrance motor. If the test fails, replace the exit motor.

Part number: JC31-00163B

For instructions: See the Repair Service Manual for this product.

13.60.D1, 13.60.D2 or 13.60.D3

Paper delay jam. The paper failed to reach the finisher entrance sensor before the operation timed out.

● 13.60.D1 Finisher input jam when printing to top output tray.

● 13.60.D2 Finisher input jam when printing to main output tray. (Stapler/Stacker-Booklet Maker only)

● 13.60.D3 Finisher input jam when printing to booklet output tray. (Stapler/Stacker-Booklet Maker only)

Inner Finisher: Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

13.60.D1, 13.60.D2 or 13.60.D3 289

 b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

290 Chapter 6 Numerical control panel messages

 f. Open the finisher output cover.

g. Remove any jammed paper or obstructions.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, please contact customer support.

Stapler/Stacker - Booklet Maker: Recommended action for customers

1. Check the IPTU for paper jams or obstructions.

Stapler/Stacker - Booklet Maker: Recommended action for customers 291

 a. Open the IPTU cover.

b. Check for paper jams or obstructions.

2. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

292 Chapter 6 Numerical control panel messages

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

3. If the error persists, turn the printer off, and then on.

Stapler/Stacker - Booklet Maker: Recommended action for customers 293

 4. If the error persists, please contact customer support.

Inner finisher: Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

294 Chapter 6 Numerical control panel messages

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

f. Open the finisher output cover.

Inner finisher: Recommended action for call-center agents and onsite technicians 295
 g. Remove any jammed paper or obstructions.

2. Turn the printer off, and then on.

3. If the error persists, check the finisher entrance motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–0501 Finisher Entrance Motor.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
finisher PCA.

d. While checking the motor, disconnect and reconnect both ends of the wire harness from the
input sensor to the finisher PCA.

e. Retest the entrance motor. If the test fails, replace the entrance motor.

Part number: JC31-00169B

For instructions: See the Repair Service Manual for this product.

4. If the motor test passes, check the finisher input sensor.

a. Disconnect and reconnect both ends of the wire harness from the input sensor to the finisher
PCA.

b. Ensure the sensor actuator flag moves freely.

296 Chapter 6 Numerical control panel messages

 c. Replace the sensor as needed.

Part number: 0604-001502

For instructions: See the Repair Service Manual for this product.

5. If all other troubleshooting has been performed and the error persists, replace the inner finisher
PCA.

Part number: JC92-02774B

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Check the IPTU for paper jams or obstructions.

a. Open the IPTU cover.

b. Check for paper jams or obstructions.

2. Check the finisher for paper jams or obstructions.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 297
 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

298 Chapter 6 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

3. Turn the printer off, and then on.

4. Check the paper path from the bridge exit sensor to the finisher entrance sensor. Take a very close
look at where the paper leading edge stopped.

Check for a foreign substance, a deformed shape, or paper path obstructions that can cause this
error.

Callout 1: Finisher entrance sensor

Callout 2: IPTU exit sensor

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 299
 5. If the error persists, check the finisher entrance sensor (S12).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2080, 2 Bin Finisher Entrance sensor.

c. Move s folded piece of paper or card stock in and out and back and forth in the following
location and out to check the reading value changes.

300 Chapter 6 Numerical control panel messages

 d. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to
the finisher PCA.

e. If the sensor still fails, replace the sensor.

Part number: JC32-00020A

For instructions: See the Repair Service Manual for this product.

13.60.FF
The entrance sensor detects paper when the finisher starts.

Inner Finisher: Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

13.60.FF 301
 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Open the finisher output cover.

302 Chapter 6 Numerical control panel messages

 f. Remove any jammed paper or obstructions.

g. Close the covers and slide the inner finisher into place.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, please contact customer support.

Stapler/Stacker - Booklet Maker: Recommended action for customers

1. Check the IPTU for paper jams or obstructions.

a. Open the IPTU cover.

Stapler/Stacker - Booklet Maker: Recommended action for customers 303

 b. Check for paper jams or obstructions.

2. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

304 Chapter 6 Numerical control panel messages

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

3. If the error persists, turn the printer off, and then on.

4. If the error persists, please contact customer support.

Inner finisher: Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

Inner finisher: Recommended action for call-center agents and onsite technicians 305
 a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

306 Chapter 6 Numerical control panel messages

 d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

f. Open the finisher output cover.

g. Remove any jammed paper or obstructions.

h. Close the covers and slide the inner finisher back into the printer.

2. Turn the printer off, and then on.

Inner finisher: Recommended action for call-center agents and onsite technicians 307
 3. Check the finisher entrance sensor S1.

a. Ensure the sensor actuator flag moves freely.

b. Using code 113-0350, run the diagnostic test for the entrance sensor: Support Tools> >
Service> > Service Tools> > Diagnostics> > Engine Diagnostics> > Engine Test Routines

NOTE: The service PIN for this printer is: 04077817

c. Cover the entrance sensor (S1) to ensure the reading changes.

d. Disconnect and reconnect both ends of the wire harness from the input sensor to the finisher
PCA.

e. Replace the sensor as needed.

Part number: 0604-001502

For instructions: See the Repair Service Manual for this product.

4. If all other troubleshooting has been performed and the error persists, replace the inner finisher
PCA.

Part number: JC92-02774B

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians

1. Check the IPTU for paper jams or obstructions.

308 Chapter 6 Numerical control panel messages

 a. Open the IPTU cover.

b. Check for paper jams or obstructions.

2. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 309
 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

3. Turn the printer off, and then on.

310 Chapter 6 Numerical control panel messages

 4. If the error persists, check the finisher entrance sensor (S12).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2080, 2 Bin Finisher Entrance sensor.

c. Move s folded piece of paper or card stock in and out and back and forth in the following
location and out to check the reading value changes.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 311
 d. Retest the sensor. If the sensor does not read “Low”, disconnect and reconnect both ends of
the wire harness from the input sensor to the finisher PCA.

e. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to
the finisher PCA.

f. If the sensor still fails, replace the sensor.

Part number: JC32-00020A

For instructions: See the Repair Service Manual for this product.

13.63.A1
Paper stay jam. The paper failed to exit the pass-through/exit sensor.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

312 Chapter 6 Numerical control panel messages

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Open the finisher output cover.

Recommended action for customers 313

 f. Remove any jammed paper or obstructions.

g. Close the covers and slide the inner finisher into place.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

314 Chapter 6 Numerical control panel messages

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

Recommended action for call-center agents and onsite technicians 315

 f. Open the finisher output cover.

g. Remove any jammed paper or obstructions.

h. Close the covers and slide the inner finisher back into the printer.

2. Turn the printer off, and then on.

3. If the jam is occurring with paper that is not A4 or Letter, try printing out with A4 or letter paper
using long edge feeding. If another error appears, follow the troubleshooting for that specific error.

4. If the error persists, Check the finisher exit motor ( M2).

316 Chapter 6 Numerical control panel messages

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–0502 Finisher Exit Motor.

c. Check the driving gear to ensure it is installed with the correct orientation and to make sure
the one-way bearing is running in the correct direction.

d. Check the belt to ensure it is properly installed at the driving gear and the exit motor. The
image below shows the correct installation of the belt.

e. If the test fails, disconnect and reconnect both ends of the wire harness from the exit motor to
the finisher PCA.

Recommended action for call-center agents and onsite technicians 317

 f. Retest the entrance motor. If the test fails, replace the exit motor.

Part number: JC31-00169B

For instructions: See the Repair Service Manual for this product.

5. If all other troubleshooting has been performed and the error persists, replace the inner finisher
PCA.

Part number: JC92-02774B

13.63.AZ
Paper stay jam. The paper failed to exit the pass through/exit sensor.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

318 Chapter 6 Numerical control panel messages

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Open the finisher output cover.

Recommended action for customers 319

 f. Remove any jammed paper or obstructions.

g. Close the covers and slide the inner finisher into place.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

320 Chapter 6 Numerical control panel messages

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

Recommended action for call-center agents and onsite technicians 321

 f. Open the finisher output cover.

g. Remove any jammed paper or obstructions.

2. Turn the printer off, and then on.

3. Check the finisher input sensor.

a. Disconnect and reconnect both ends of the wire harness from the input sensor to the finisher
PCA.

b. Replace the sensor as needed.

Part number: 0604-001502

For instructions: See the Repair Service Manual for this product.

322 Chapter 6 Numerical control panel messages

 4. Check the finisher exit sensor.

a. Ensure the sensor actuator flag moves freely.

b. Disconnect and reconnect both ends of the wire harness from the exit sensor to the finisher
PCA.

c. Replace the sensor as needed.

Part number: 0604-001415

For instructions: See the Repair Service Manual for this product.

5. If all other troubleshooting has been performed and the error persists, replace the inner finisher
PCA.

Part number: JC92-02774B

13.63.DZ
Paper delay jam. The paper fed to the finisher fails to reach the finisher pass-through sensor.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

13.63.DZ 323
 b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

324 Chapter 6 Numerical control panel messages

 e. Open the finisher output cover.

f. Remove any jammed paper or obstructions.

g. Close the covers and slide the inner finisher into place.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

Recommended action for call-center agents and onsite technicians 325

 a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

326 Chapter 6 Numerical control panel messages

 d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

f. Open the finisher output cover.

g. Remove any jammed paper or obstructions.

h. Close the covers and slide the inner finisher back into the printer.

2. Turn the printer off, and then on.

Recommended action for call-center agents and onsite technicians 327

 3. Check the finisher exit sensor.

a. Ensure the sensor actuator flag moves freely.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 113-0360 Finisher Exit sensor.

d. Disconnect and reconnect both ends of the wire harness from the input sensor to the finisher
PCA.

e. Replace the sensor as needed.

Part number: 0604-001415

For instructions: See the Repair Service Manual for this product.

4. If all other troubleshooting has been performed and the error persists, replace the inner finisher
PCA.

Part number: JC92-02774B

13.63.F0
The pass-through/exit sensor detects paper when the finisher initializes.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

328 Chapter 6 Numerical control panel messages

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

Recommended action for customers 329

 d. Inspect the areas for paper jams or obstructions.

e. Open the finisher output cover.

f. Remove any jammed paper or obstructions.

g. Close the covers and slide the inner finisher into place.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, please contact customer support.

330 Chapter 6 Numerical control panel messages

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

Recommended action for call-center agents and onsite technicians 331

 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

f. Open the finisher output cover.

332 Chapter 6 Numerical control panel messages

 g. Remove any jammed paper or obstructions.

h. Close the covers and slide the inner finisher back into the printer.

2. Turn the printer off, and then on.

3. Check the finisher exit sensor.

a. Ensure the sensor actuator flag moves freely.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 113-0360 Finisher Exit sensor.

Recommended action for call-center agents and onsite technicians 333

 d. Disconnect and reconnect both ends of the wire harness from the input sensor to the finisher
PCA.

e. Replace the sensor as needed.

Part number: 0604-001415

For instructions: See the Repair Service Manual for this product.

4. If all other troubleshooting has been performed and the error persists, replace the inner finisher
PCA.

Part number: JC92-02774B

13.84.D1
The paper failed to reach the top tray exit sensor of the finisher.

Recommended action for customers

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

334 Chapter 6 Numerical control panel messages

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

IMPORTANT: A firmware solution for 13.84.D1 has been added to FW Version 4.6.0.1.

Please upgrade to Firmware Version 4.6.0.1 after clearing initial jam and before going into further
troubleshooting.

1. Check the finisher for paper jams or obstructions.

Recommended action for call-center agents and onsite technicians 335

 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

336 Chapter 6 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

2. Turn the printer off, and then on.

3. Check the paper path from the finisher entrance sensor to the finisher exit sensor. Take a very
close look at where the paper leading edge stopped.

Check for a foreign substance, a deformed shape, or paper path obstructions that can cause this
error.

Callout 1: Top tray exit sensor

Recommended action for call-center agents and onsite technicians 337

 4. If the error persists, check the finisher top exit sensor (S11).

a. Ensure the actuator flag moves freely and is not sticking. Clean the actuator as needed.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 113-2091, 2 Bin Finisher Sub Exit sensor.

d. Push the top exit sensor actuator to check the reading value changes.

338 Chapter 6 Numerical control panel messages

 e. If the sensor still does not read correctly, disconnect and reconnect both ends of the wire
harness from the exit sensor to the finisher PCA.

f. If the sensor still fails, replace the sensor.

Exit sensor part number: 0604-001393

Exit sensor actuator part number: JC66-04525A
For instructions: See the Repair Service Manual for this product.

13.84.D2
The paper failed to reach the main output tray exit sensor.

Recommended action for customers

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

13.84.D2 339
 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Check the finisher for paper jams or obstructions.

340 Chapter 6 Numerical control panel messages

a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

Recommended action for call-center agents and onsite technicians 341

 d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

2. Turn the printer off, and then on.

3. Check the paper path from the finisher entrance sensor to the main exit sensor. Take a very close
look at where the paper leading edge stopped.

Check for a foreign substance, a deformed shape, or paper path obstructions that can cause this
error.

Callout 1 - Finisher entrance sensor

Callout 2 - Finisher main exit sensor

342 Chapter 6 Numerical control panel messages

4. If the error persists, check the finisher main exit sensor (S10).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2090, 2 Bin Finisher Main Exit Sensor.

Recommended action for call-center agents and onsite technicians 343

 c. Use a sheet of paper to trip the sensor.

Callout 1 - Finisher entrance sensor

Callout 2 - Finisher main exit sensor

d. If the sensor still does not read correctly, disconnect and reconnect both ends of the wire
harness from the exit sensor to the finisher PCA.

e. If the sensor still fails, replace the sensor.

Part number: JC32-00020A

For instructions: See the Repair Service Manual for this product.

13.84.F0
Paper is detected at the exit sensor when the finisher is initializing.

Recommended action for customers

1. Check the finisher for paper jams or obstructions.

344 Chapter 6 Numerical control panel messages

a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

Recommended action for customers 345

 d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

346 Chapter 6 Numerical control panel messages

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

2. Turn the printer off, and then on.

Recommended action for call-center agents and onsite technicians 347

 3. If the error persists, check the finisher main exit sensor (S10).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2090, 2 Bin Finisher Main Exit Sensor.

348 Chapter 6 Numerical control panel messages

 c. Use a sheet of paper to trip the sensor.

Callout 1 - Finisher entrance sensor

Callout 2 - Finisher main exit sensor

d. If the sensor still does not read correctly, disconnect and reconnect both ends of the wire
harness from the exit sensor to the finisher PCA.

e. If the sensor still fails, replace the sensor.

Part number: JC32-00020A

For instructions: See the Repair Service Manual for this product.

13.90.A3
Paper is detected at the booklet maker entrance sensor during initialization.

Recommended action for customers

1. Check the finisher for paper jams or obstructions.

13.90.A3 349
 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

e. Remove any jams or obstructions.

350 Chapter 6 Numerical control panel messages

2. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Remove any jams or obstructions.

e. Close all finisher covers.

Recommended action for customers 351

 3. Turn the printer off, and then on.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

352 Chapter 6 Numerical control panel messages

 c. Check for jams in the indicated area.

d. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

e. Remove any jams or obstructions.

2. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

Recommended action for call-center agents and onsite technicians 353

 b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Remove any jams or obstructions.

e. Close all finisher covers.

3. Turn the printer off, and then on.

4. Check the booklet entrance sensor

354 Chapter 6 Numerical control panel messages

 a. Ensure the actuator flag moves freely and is not sticking. Clean the actuator as needed.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 113–3100, Booklet Entrance Paper Sensor. Touch Start, and then Get Status.

d. If the status reads “High”, thoroughly check the sensor for dust and debris. Clean the sensor
and then touch Get Status again to see if the reading has changed.

e. If the reading is still “High”, disconnect and reconnect both ends of the wire harness to the
sensor and booklet PCA.

f. Retest the sensor. If the sensor does not function correctly, replace the sensor.

Part number: 0604-001415

5. If the sensor test is good, replace the booklet maker PCA.

Part number: JC92-02790B

For instructions: See the Repair Service Manual for this product.

13.90.D3
Paper did not reach the booklet unit entrance sensor in the specified time limit.

Recommended action for customers

1. Check the finisher for paper jams or obstructions.

13.90.D3 355
 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Remove any jams or obstructions.

2. Check the booklet maker for jams or obstructions.

356 Chapter 6 Numerical control panel messages

 a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Remove any jams or obstructions.

e. Close all finisher covers.

3. Turn the printer off, and then on.

Recommended action for customers 357

 4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

358 Chapter 6 Numerical control panel messages

 c. Check for jams in the indicated area.

d. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

e. Remove any jams or obstructions.

2. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

Recommended action for call-center agents and onsite technicians 359

 b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Remove any jams or obstructions.

e. Close all finisher covers.

3. Turn the printer off, and then on.

4. Check the paper path from the buffer sensor to the booklet entrance sensor. Take a very close look
at where the paper leading edge stopped.

Check for a foreign substance, a deformed shape, or paper path obstructions that can cause this
error.

360 Chapter 6 Numerical control panel messages

 Callout 1 - Buffer sensor
Callout 2 - Booklet entrance sensor

5. If the error persists, check the booklet entrance sensor (S36).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–3100, Booklet Entrance Paper Sensor.

Recommended action for call-center agents and onsite technicians 361

 c. Push the actuator to check the value change.

d. If the sensor still does not read correctly, disconnect and reconnect both ends of the wire
harness from the exit sensor to the finisher PCA.

e. Retest the sensor. If the sensor does not function correctly, replace the sensor.

Part number: 0604-001415

For instructions: See the Repair Service Manual for this product.

6. If the sensor functions correctly, test the booklet entrance motor.

a. Run test 113–3500, Booklet Feed Motor.

b. If the motor does not function correctly, disconnect and reconnect both ends of the wire
harness to the motor and booklet PCA.

c. Retest the motor. If the test fails, replace the motor.

Part number: JC93-001152A

For instructions: See the Repair Service Manual for this product.

13.92.D1, 13.92.D2, 13.92.D3 or Jam in the front left door

Paper delay jam reported by the finisher buffer sensor.

The buffer is used for two purposes:

1. When pages are being delivered to the output bin, one page can be “buffered” in this area so the
finisher can continue operating at speed.

2. The buffer area also serves as the entrance to the booklet maker.

Recommended action for customers

IMPORTANT: If the user grabs pages from the finisher before they are completely delivered to the
output bin, a 13.92.Dx or 13.98.D3 error can occur.

1. Check the finisher for paper jams or obstructions.

362 Chapter 6 Numerical control panel messages

a. Open the finisher top cover.

Open top cover

b. Open the inner jam cover.

Open jam access

c. Check for jams in the indicated area.

Check for paper jam

Recommended action for customers 363

 d. Open the finisher front cover, then open the jam clearance guide to the right of the stapler.

Figure 6-232 Open jam access

e. Remove any jams or obstructions.

Figure 6-233 Check for paper

NOTE: Use the paper roller knobs to move paper for easier access.

f. Close all finisher covers.

2. Turn the printer off, and then on.

364 Chapter 6 Numerical control panel messages

 3. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

IMPORTANT: If the user grabs pages from the finisher before they are completely delivered to the
output bin, a 13.92.Dx or 13.98.D3 error can occur.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

Open top cover

b. Open the inner jam cover.

Open jam access

c. Check for jams in the indicated area.

Check for paper jam

Recommended action for call-center agents and onsite technicians 365

 d. Open the finisher front cover, then open the jam clearance guide to the right of the stapler.

Figure 6-234 Open jam access

e. Remove any jams or obstructions.

Figure 6-235 Check for paper

NOTE: Use the paper roller knobs to move paper for easier access.

366 Chapter 6 Numerical control panel messages

 f. Close all finisher covers.

2. If the error persists, check to ensure the finisher diverter is functioning correctly.

a. Open the finisher top cover.

Open top cover

b. Open the inner jam cover.

Open jam access

Recommended action for call-center agents and onsite technicians 367

 c. Locate the diverter and check it by pushing down and releasing it.

Figure 6-236 Check diverter

Call-out 1: Jam access handle

Call-out 2: Push down on diverter

Once released, the diverter should quickly pop back up.

and elevate the case using the stand

d. If the diverter does not pop back, record the serial number of the finisher and elevate the case
using the Standard Support Process

3. Turn the printer off, and then on.

4. If the error persists, please elevate the case using the Standard Support Process

13.92.FF Jam in front left door

Residual paper jam in finisher at the buffer sensor.

Recommended action for customers

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

Open top cover

368 Chapter 6 Numerical control panel messages

b. Open the inner jam cover.

Open jam access

c. Check for jams in the indicated area.

Check for paper jam

Recommended action for customers 369

 d. Open the finisher front cover, then open the jam clearance guide to the right of the stapler.

Figure 6-237 Open jam access

e. Remove any jams or obstructions.

Figure 6-238 Check for paper

NOTE: Use the paper roller knobs to move paper for easier access.

f. Close all finisher covers.

2. Turn the printer off, and then on.

370 Chapter 6 Numerical control panel messages

 3. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

Open top cover

b. Open the inner jam cover.

Open jam access

c. Check for jams in the indicated area.

Check for paper jam

Recommended action for call-center agents and onsite technicians 371

 d. Open the finisher front cover, then open the jam clearance guide to the right of the stapler.

Figure 6-239 Open jam access

e. Remove any jams or obstructions.

Figure 6-240 Check for paper

NOTE: Use the paper roller knobs to move paper for easier access.

372 Chapter 6 Numerical control panel messages

 f. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the error persists, check the finisher buffer sensor (S13).

Callout 1 - Sensor S13 location

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2100, 2BinFinisher Buffer exit Sensor.

Recommended action for call-center agents and onsite technicians 373

 c. Put paper in and out to check the value change.

d. If the sensor still does not read correctly, disconnect and reconnect both ends of the wire
harness from the exit sensor to the finisher PCA.

e. If the sensor still fails, replace the sensor.

Part number: JC32-00020A

4. If the error persists, power off, and disconnect / reconnect the wire harness CN4 of the finisher
PCA. And then power on.

374 Chapter 6 Numerical control panel messages

13.98.A3
The rear end of the paper fails to exit the buffer sensor during the booklet job.

Recommended action for customers

1. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

13.98.A3 375
 c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

376 Chapter 6 Numerical control panel messages

 3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

Recommended action for call-center agents and onsite technicians 377

 c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

378 Chapter 6 Numerical control panel messages

3. If the paper being used is not A4 or letter, test with A4 or letter fed short edge first as indicated
below. If a new error occurs, follow that error guide.

4. Check the paper path from the buffer sensor to the booklet tamper sensor. Take a very close look
at where the paper leading edge stopped.

Check for a foreign substance, a deformed shape, or paper path obstructions that can cause this
error.

NOTE: Ensure that the buffer sensor S13 is clear of any debris and moves freely.

Callout 1 - Buffer sensor

Callout 2 - Booklet tamper sensor

5. If the error persists, check the booklet entrance motor (M15).

Recommended action for call-center agents and onsite technicians 379

 a. Use a piece of paper to trip the exit sensor.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 113-3500, Booklet Feed Motor.

Listen for the sound of the motor functioning.

d. If the motor does not function correctly, disconnect and reconnect both ends of the wire
harness to the motor and booklet PCA.

e. Retest the motor. If the test fails, replace the motor.

Part number: JC93-01152A

13.69.A2 or 13.98.D3
The front end of the paper fails to reach the buffer sensor during the booklet job.

Recommended action for customers

1. Check the finisher for paper jams or obstructions.

380 Chapter 6 Numerical control panel messages

a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

Recommended action for customers 381

 d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

382 Chapter 6 Numerical control panel messages

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

Recommended action for call-center agents and onsite technicians 383

 3. Check the paper path from the finisher main exit sensor to the buffer sensor. Take a very close look
at where the paper leading edge stopped.

Check for a foreign substance, a deformed shape, or paper path obstructions that can cause this
error.

Callout 1- Main exit sensor

Callout2 - Buffer sensor

4. If the error persists, check the finisher buffer sensor (S13).

a. Using code 113-2100, run the diagnostic test for the sensor:

b. Open the following menus:

● Support Tools

384 Chapter 6 Numerical control panel messages

 ● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 113–2100, 2BinFinisher Buffer exit Sensor.

d. Put paper in and out of the following area test the sensor and see if the value changes.

Callout 1- load piece of paper.

Callout 2- Buffer exit sensor

e. If the sensor does not function correctly, disconnect and reconnect both ends of the wire
harness to the sensor and booklet PCA.

f. Retest the sensor. If the sensor does not function correctly, replace the sensor.

Part number: JC32-00020A

5. Check the booklet feed motor.

a. Run test, 113–3500, Booklet Feed Motor.

b. If the motor does not function correctly, disconnect and reconnect both ends of the wire
harness to the motor and booklet PCA.

c. Retest the motor. If the test fails, replace the feed motor.

Part number: JC93-001152A

For instructions: See the Repair Service Manual for this product.

Recommended action for call-center agents and onsite technicians 385

 13.92.D1, 13.92.D2, 13.92.D3 or 13.98.D3 Jam in the front left door
Paper delay jam reported by the finisher buffer sensor.

The buffer is used for two purposes:

1. When pages are being delivered to the output bin, one page can be “buffered” in this area so the
finisher can continue operating at speed.

2. The buffer area also serves as the entrance to the booklet maker.

Recommended action for customers

IMPORTANT: If the user grabs pages from the finisher before they are completely delivered to the
output bin, a 13.92.Dx or 13.98.D3 error can occur.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

Open top cover

b. Open the inner jam cover.

Open jam access

386 Chapter 6 Numerical control panel messages

c. Check for jams in the indicated area.

Check for paper jam

d. Open the finisher front cover, then open the jam clearance guide to the right of the stapler.

Figure 6-241 Open jam access

e. Remove any jams or obstructions.

Figure 6-242 Check for paper

NOTE: Use the paper roller knobs to move paper for easier access.

Recommended action for customers 387

 f. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

IMPORTANT: If the user grabs pages from the finisher before they are completely delivered to the
output bin, a 13.92.Dx or 13.98.D3 error can occur.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

Open top cover

b. Open the inner jam cover.

Open jam access

388 Chapter 6 Numerical control panel messages

c. Check for jams in the indicated area.

Check for paper jam

d. Open the finisher front cover, then open the jam clearance guide to the right of the stapler.

Figure 6-243 Open jam access

Recommended action for call-center agents and onsite technicians 389

 e. Remove any jams or obstructions.

Figure 6-244 Check for paper

NOTE: Use the paper roller knobs to move paper for easier access.

f. Close all finisher covers.

2. If the error persists, check to ensure the finisher diverter is functioning correctly.

a. Open the finisher top cover.

Open top cover

390 Chapter 6 Numerical control panel messages

 b. Open the inner jam cover.

Open jam access

c. Locate the diverter and check it by pushing down and releasing it.

Figure 6-245 Check diverter

Call-out 1: Jam access handle

Call-out 2: Push down on diverter

Once released, the diverter should quickly pop back up.

and elevate the case using the stand

d. If the diverter does not pop back, record the serial number of the finisher and elevate the case
using the Standard Support Process

3. Turn the printer off, and then on.

4. If the error persists, please elevate the case using the Standard Support Process

Recommended action for call-center agents and onsite technicians 391

 20.WX.YZ error messages
20.* errors
Errors in the 20.* family are related to the printer memory. The page might require more memory than the
printer has available.

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. Touch the OK button to continue.

2. Reduce the page complexity.

3. Add product memory.

30.WX.YZ error messages

30.* errors
Errors in the 30.* family are related to the flatbed scanner.

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. Recommended action for customers

a. Turn the printer off, and then turn the printer on.

b. If the error persists, contact your HP-authorized service or support provider or contact HP
support at http://www.hp.com/go/contactHP.

2. Recommended action for call center agents

a. Turn the printer off, and then turn the printer on.

b. Confirm and capture the detailed error message from the customer.

c. If the error code is listed in the CPMD, follow the solution provided. If the error code is not listed
in the CPMD, elevate the case using the Standard Support Process.

3. Recommended action for onsite technicians

a. Turn the printer off, and then turn the printer on.

b. 2. Confirm the detailed error message. If the error code is listed in the CPMD, follow the
solution provided. If the error code is not listed in the CPMD, follow the general troubleshooting
steps to try to resolve the problem. If the error persists, elevate the case using the Standard
Support Process.

c. Upgrade the firmware.

392 Chapter 6 Numerical control panel messages

 ● Go to HP FutureSmart - Latest Firmware Versions.

d. Check all connections on the scan joint PCA, ADF PCA and Main PCA.

30.01.09 Scanner motor locked

This error occurs when scanner motor does not move.

NOTE: If multiple errors occur together, for example, 30.01.09, 59.08.50, and 30.01.56, there is a high
probability that there is a problem with the power supply to the FDB, LVPS, and Main PCA. If the problem
is not resolved, try replacing the LVPS and FDB. If the error persists, try checking and replacing the wire
harness that runs from the power inlet to the FDB, LVPS, and Main PCA.

Recommended action for customers

1. Turn the printer off.

2. Make sure the scanner lock screw is removed.

3. Turn the printer on.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Turn the printer off.

30.01.09 Scanner motor locked 393

 2. Make sure the scanner lock screw is removed.

3. Turn the printer on.

4. Open the automatic document feeder and verify the LED scan bar moves while opening.

5. If the error persists, check the scanner motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/document feeder Test Routines

b. Run test 06–0020, Document Cover Open Sensor and test 06–0030, Document Simplex
Registration Sensor.

c. If the motor does not function correctly, replace the stepping motor.

Part number: JC31-00158A

30.01.41
Scanner communication error.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

394 Chapter 6 Numerical control panel messages

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the rear cover.

3. Check all connections between the formatter and main board PCA.

4. Reassemble the printer and turn it on.

5. If the error persists, collect all diagnostic files and elevate the case to the GBU using your Standard
Support Process

How to collect diagnostic logs.

a. Insert a USB drive into the connector on the front panel.

b. On the control panel, select Support Tools.

c. Select Troubleshooting.

d. Select Generate debug data and then touch Start. (This step takes approximately 1 minute.)

e. Select Retrieve Diagnostic Data.

f. Check Create Zipped debug data.

g. Un-check the Clean up debug data option.

h. Select Save to USB drive.

i. Select Save.

NOTE: If the file size is smaller than 10Mb then correct log has not been captured.

30.01.56 Scanner Error, power off/on

This error occurs when the duplex document feeder is not connected, or a communication error occurs
with the CIP6 board.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the problem persists, check the following:

a. Turn the printer off.

b. Remove the scanner rear cover.

c. Check if the connector on the scan joint board is connected correctly (CN6).

3. Check the document feeder board and connectors.

Recommended action for call-center agents and onsite technicians 395

 a. Remove the automatic document feeder rear cover.

b. Check if the connector on the document feeder board is connected correctly.

For the LX automatic document feeder check (CN 2). If the inside end of wire harness
connection is raise, it will display 30.01.56 error on control panel.
For GX series automatic document feeder, check if the connector on the document feeder
board is connected correctly (CN9). If the inside end of wire harness connection is raise, it will
display 30.01.56 error on control panel.

Figure 6-246 PCA Cable

c. If connectors are properly seated on the automatic document feeder PCA, then check the
continuity of the cable from the automatic document feeder to the Scan Joint board. If the
cable is bad replace cable.

Part number: (elevate case for cable)

d. If the connection is OK, replace the parts listed below.

Scan joint PCA part number: JC92-02781A

For instructions: See the Repair Service Manual for this product.
ADF board part number:

● For E778/E783/E725 z bundle: JC92-02964A

● For E778/E783/E725 dn bundle: JC92-02962A

For instructions: See the Repair Service Manual for this product.
HARNESS-DSDF part number:

● For E778/E783/E725 z bundle: JC39-02423A

● For E778/E783/E725 dn bundle: JC39-02133A

396 Chapter 6 Numerical control panel messages

31.WX.YZ error messages
31.* errors
Errors in the 31.* family are related to the document feeder.

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. Verify the document feeder top cover is completely closed when feeding pages through it.

2. Verify the document feeder input tray is not overloaded and that the guides are adjusted correctly.

3. Open the document feeder top cover and check the rollers. Clean or replace them if necessary.

4. Clean the scanner glass and all the calibration strips.

5. Calibrate the scanner. Open these menus: Device Maintenance > Calibrate-Cleaning > Calibrate
Scanner.

6. Clean the scanner glass and glass strips, and clean the white strips used for calibration.

7. Perform the tests for scanner diagnostics. Open these menus: Administration > Troubleshooting >
Diagnostic Tests >Scanner Tests. Look for tests related to the document feeder, such as the Jam
Cover Sensor test.

8. Upgrade the firmware.

For the latest firmware versions, go to HP FutureSmart - Latest Firmware Versions

9. Check all connections from the document feeder to the scanner control board, and reseat them if
necessary.

10. If the error persists, replace the document feeder assembly.

31.03.38 and 31.03.39

A problem has occurred with one of the document feeder rollers.

● 31.03.38 The retard roller position cannot be controlled at the start or completion of the job.

● 31.03.39 The scan-in roller position cannot be controlled at any time during the job.

Recommended action for customers

1. Open the document feeder and remove any jammed paper, then close the cover and check
whether it operates again.

2. Turn off the printer, open the top door of the scanner, and check whether there are foreign
substances or paper jamming around the stacker.

3. Close the door and then check whether the problem occurs again.

4. If the error persists, please contact customer support.

31.* errors 397

 Recommended action for call-center agents

1. Open the document feeder and remove any jammed paper, then close the cover and check
whether it operates again.

2. Turn off the printer, open the top door of the scanner, and check whether there are foreign
substances or paper jamming around the stacker.

3. Close the door and then check whether the problem occurs again.

4. If the error persists, dispatch the following parts depending on event code occurrence status:

a. If the 31.03.38 or 31.03.39 comes up with the other event code such as 30.01.09 or 63.00.2z,
dispatch a technician with the following parts:

● LVPS type 5 (110V) part number JC44-00249A

● LVPS type 5 (220V) part number JC44-00250A

● ADF PCA (z bundle) part number JC92-02964A

● ADF PCA (dn bundle) part number JC92-02964B

● ADF PCA (du bundle) part number JC92-02962A

b. If the 31.03.38 or 31.03.39 comes up alone, dispatch a technician with the following parts:

● Scan-in release motor part number: JC31-00009C

● Scan-in sensor part number: 0604-001381

Recommended action for onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the document feeder and remove any jammed paper, then close the cover and check
whether it operates again.

2. Turn off the printer, open the top door of the scanner, and check whether there are foreign
substances or paper jamming around the stacker.

3. Close the door and then check whether the problem occurs again.

4. If the 31.03.38 or 31.03.39 comes up with the other event code such as 30.01.09 or 63.00.2z, replace
the LVPS. If the error persists, replace the ADF PCA.

● LVPS type 5 (110V) part number JC44-00249A

● LVPS type 5 (220V) part number JC44-00250A

● ADF PCA (z bundle) part number JC92-02964A

● ADF PCA (dn bundle) part number JC92-02964B

● ADF PCA (du bundle) part number JC92-02962A

5. If the 31.03.38 or 31.03.39 comes up alone, check if there is any problem in the operation of the parts
related to the error.

398 Chapter 6 Numerical control panel messages

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

b. Run the following tests:

● 05-0186, Document Scanin Release Motor Forward

● 05-0187, Document Scanin Release Motor Backward

● 05-0153, Document Scanin Release Sensor

● 05-0154, Document Separation Up Down Sensor

c. Replace the following parts as needed.

● Scan-in release motor part number: JC31-00009C

● Scan-in sensor part number: 0604-001381

6. Replace the scan-joint board.

Part number : JC92-02781A

For instructions: See the Repair Service Manual for this product.

31.03.40 and 31.03.41

A problem has occurred with one of the document feeder rollers.

● 31.03.40 The pickup roller does not function correctly when a page is placed on the scanner.

● 31.03.41 The document feeder pickup cam is not working.

Recommended action for customers

1. Open the document feeder and remove any jammed paper, then close the cover and check
whether it operates again.

2. Turn off the printer, open the top door of the scanner, and check whether there are foreign
substances or paper jamming around the stacker.

3. Close the door and then check whether the problem occurs again.

4. If the error persists, please contact customer support.

31.03.40 and 31.03.41 399

 Recommended action for call-center agents

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the document feeder and remove any jammed paper, then close the cover and check
whether it operates again.

2. Turn off the printer, open the top door of the scanner, and check whether there are foreign
substances or paper jamming around the stacker.

3. Close the door and then check whether the problem occurs again.

4. If the error persists, dispatch the following parts depending on event code occurrence status:

a. If the 31.03.40 or 31.03.41 comes up with the other event code such as 30.01.09 or 63.00.2z,
dispatch a technician with the following parts:

● LVPS type 5 (110V) part number JC44-00249A

● LVPS type 5 (220V) part number JC44-00250A

● ADF PCA (z bundle) part number JC92-02964A

● ADF PCA (dn bundle) part number JC92-02964B

● ADF PCA (du bundle) part number JC92-02962A

b. If the 31.03.40 or 31.03.41 comes up alone, dispatch a technician with the following parts:

● Pick feed roller assembly (LX) part number JC97-04856A

● Pick feed roller assembly (GX/sGX) part number JC97-04650A

Recommended action for onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the document feeder and remove any jammed paper, then close the cover and check
whether it operates again.

2. Turn off the printer, open the top door of the scanner, and check whether there are foreign
substances or paper jamming around the stacker.

3. Close the door and then check whether the problem occurs again.

4. If the 31.03.40 or 31.03.41 comes up with the other event code such as 30.01.09 or 63.00.2z, replace
the LVPS. If the error persists, replace the ADF PCA.

● LVPS type 5 (110V) part number JC44-00249A

● LVPS type 5 (220V) part number JC44-00250A

● ADF PCA (z bundle) part number JC92-02964A

● ADF PCA (dn bundle) part number JC92-02964B

400 Chapter 6 Numerical control panel messages

 ● ADF PCA (du bundle) part number JC92-02962A

5. Check if there is any problem in the operation of the parts related to the error.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

b. Run the following tests:

● 05-0130, Document Pickup Motor Forward

● 05-0131, Document Pickup Motor Backward

● 05-0140, Document Pickup Roller Detect Sensor

● 05-0184, Document Pickup Release Motor Forward

● 05-0185, Document Pickup Release Motor Backward

c. c. If the sensors and motor test pass and function correctly, replace the Pick feed roller
assembly

Pick feed roller assembly (LX) part number JC97-04856A

Pick feed roller assembly (GX/sGX) part number JC97-04650A

d. d. Replace the failing motor or sensor if the related test does not pass

● Pickup motor part number (Motor, step) JC31-00132A

● Pickup release motor part number (Motor, step) JC31-00009C

● Pickup roller detect sensor part number (Photo interrupter) 0604-001381

6. Replace the scan-joint board.

Part number : JC92-02781A

For instructions: See the Repair Service Manual for this product.

31.13.00
Multipick jam in document feeder.

NOTE: This event code occurs only on HP Color LaserJet Managed Flow MFP E876, E783, E778, and
HP LaserJet Managed Flow MFP E825, E725 z-bundle.

31.13.00 401
 Recommended action for customers

1. Open the document feeder top cover and remove any jammed paper, then close the cover and
check whether it operates again.

2. Turn off the printer, open the top door of the scanner, and check whether there are foreign
substances or paper jamming around the stacker.

Figure 6-247 Check for a paper jam

3. Check the paper. Ensure that the paper is not stapled, paper-clipped, or has any post-its attached.

NOTE: This is a multi-feed jam. Any substance that might cause the paper to stick together or
feed multiple sheets at one time can cause this issue.

4. Check the paper for excessive static build up.

5. Ensure a good quality paper is being used and meets the specifications for the document feeder.

6. Close the top cover, and then check whether the problem occurs again.

7. If the error persists with the same job you can complete the job by turning the multi-feed detection
setting off.

a. On the control panel select the COPY icon.

b. Select Options.

c. Then select Multi-feed Detection.

402 Chapter 6 Numerical control panel messages

 d. Once multi-feed detection is selected, select the Off option.

Figure 6-248 Turn off the Multi-feed Detection setting

NOTE: This will turn off the multi-feed detection for the current job only.

8. If the error persists, please contact customer support.

Recommended action for call-center agents

1. Open the document feeder top cover and remove any jammed paper, then close the cover and
check whether it operates again.

Recommended action for call-center agents 403

 2. Turn off the printer, open the top door of the scanner, and check whether there are foreign
substances or paper jamming around the stacker.

Figure 6-249 Check for a paper jam

3. Check the paper. Ensure that the paper is not stapled, paper-clipped, or has any post-its attached.

NOTE: This is a multi-feed jam. Any substance that might cause the paper to stick together or
feed multiple sheets at one time can cause this issue.

4. Check the paper for excessive static build up.

5. Ensure a good quality paper is being used and meets the specifications for the document feeder.

6. Close the top cover, and then check whether the problem occurs again.

7. If the error persists with the same job you can complete the job by turning the multi-feed detection
setting off.

a. On the control panel select the COPY icon.

b. Select Options.

c. Then select Multi-feed Detection.

404 Chapter 6 Numerical control panel messages

d. Once multi-feed detection is selected, select the Off option.

Figure 6-250 Turn off the Multi-feed Detection setting

NOTE: This will turn off the multi-feed detection for the current job only.

CAUTION: The document feeder will no longer detect if multiple pages are feed and this can
cause other jam errors and can cause all pages not to be copied.

Recommended action for call-center agents 405

 8. If the error persists across multiple jobs, try to clean the pickup roller from the window of the cover.

Figure 6-251 Clean the pickup roller

9. If the error persists, dispatch an on-site engineer with the part:

Z-bundle ADF separation roller assembly part number: JC97-04915A

Z-bundle ADF pickup roller assembly part number: JC97-04650A

Recommended action for onsite technicians

1. Open the document feeder top cover and remove any jammed paper, then close the cover and
check whether it operates again.

406 Chapter 6 Numerical control panel messages

2. Turn off the printer, open the top door of the scanner, and check whether there are foreign
substances or paper jamming around the stacker.

Figure 6-252 Check for a paper jam

3. Check the paper. Ensure that the paper is not stapled, paper-clipped, or has any post-its attached.

NOTE: This is a multi-feed jam. Any substance that might cause the paper to stick together or
feed multiple sheets at one time can cause this issue.

4. Check the paper for excessive static build up.

5. Ensure a good quality paper is being used and meets the specifications for the document feeder.

6. Close the top cover, and then check whether the problem occurs again.

7. If the error persists with the same job you can complete the job by turning the multi-feed detection
setting off.

a. On the control panel select the COPY icon.

b. Select Options.

c. Then select Multi-feed Detection.

Recommended action for onsite technicians 407

 d. Once multi-feed detection is selected, select the Off option.

Figure 6-253 Turn off the Multi-feed Detection setting

NOTE: This will turn off the multi-feed detection for the current job only.

CAUTION: The document feeder will no longer detect if multiple pages are feed and this can
cause other jam errors and can cause all pages not to be copied.

408 Chapter 6 Numerical control panel messages

8. If the error persists across multiple jobs, clean the ADF separation roller (callout 1), ADF feed roller
(callout 2), and pickup roller (callout 3).

Figure 6-254 Clean the ADF rollers

3
2

For instructions: See the Repair Service Manual for this product.

For instructions: See the Repair Service Manual for this product.

9. If the error persists, inspect the ADF separation roller and ADF pickup roller life.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Information

● Field Replacement Unit

● ADF Pickup roller and ADF Separation (Reverse) Roller

b. Check if the count number is about to reach at maximum life. This value is described as cycle
count.

c. If the roller is new, remove and reinstall the roller.

d. If the ADF roller is worn out, replace the roller.

Z-bundle ADF separation roller assembly: JC97-04915A

Recommended action for onsite technicians 409

 Figure 6-255 Z-bundle ADF separation roller assembly

Z-bundle ADF pickup roller assembly: JC97-04650A

Figure 6-256 Z-bundle ADF pickup roller assembly

NOTE: The ADF pickup roller and separation roller life are the same: 200,000 pages in total.

NOTE: The ADF separation roller assembly does not have Spring CS JC61-08235A. HP
recommends having a spring prepared just in case.

For instructions: See the Repair Service Manual for this product.
For instructions: See the Repair Service Manual for this product.

31.13.01
The stacker lifting operation does not function correctly at the start of or during the job.

Recommended action for customers

1. Open the document feeder and remove any jammed paper, then close the cover and check
whether it operates again.

2. Turn off the printer, open the top door of the scanner, and check whether there are foreign
substances or paper jamming around the stacker.

410 Chapter 6 Numerical control panel messages

 3. Close the door and then check whether the problem occurs again.

4. If the error persists, please contact customer support.

Recommended action for call-center agents

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the document feeder and remove any jammed paper, then close the cover and check
whether it operates again.

2. Turn off the printer, open the top door of the scanner, and check whether there are foreign
substances or paper jamming around the stacker.

3. Close the door and then check whether the problem occurs again.

4. If the error persists, dispatch a technician with the following parts:

● Pick feed roller assembly part number (LX) JC97-04856A

● Pick feed roller assembly part number (GX/sGX) JC97-04650A

Recommended action for onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the document feeder and remove any jammed paper, then close the cover and check
whether it operates again.

2. Turn off the printer, open the top door of the scanner, and check whether there are foreign
substances or paper jamming around the stacker.

3. Close the door and then check whether the problem occurs again.

Recommended action for call-center agents 411

 4. Remove back automatic document feeder cover and check connections. If the connector (CN9) is
slightly lifted on the outside edge, it will display 31.13.01 error on control panel. Reseat connector,
test.

Figure 6-257 CN9 connection

5. Check the cable from automatic document feeder PCA to Scan Joint board for continuity. If it's bad
replace the cable.

● E876, E825du (or LX) part number: JC39-02133A

● E876, E825 z/dn (GX/sGX) Part number: JC39-02423A

6. For GX series automatic document feeders, check if there is any problem in the operating parts
including the motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

b. Run test 05–0180, Stacker Lift Motor Forward and test 05–0181, Stacker Lift Motor Backward.

c. Make sure that the stacker-lift-upper and lift-lower sensors are functioning correctly using test
05–0151, Document Stacker Lift Lower Sensor and test 05–0152, Document Stacker Lift Home
Position Sensor.

412 Chapter 6 Numerical control panel messages

 d. d. if the sensors and motor test pass and function correctly, replace the Pick feed roller
assembly.

● Pick feed roller assembly (LX) part number JC97-04856A

● Pick feed roller assembly (GX/sGX) part number JC97-04650A

e. If the motor does not function correctly, try to reinstall, then replace the lift motor for the flow
document feeder.

● Stacker lift motor (Motor, step) JC31-00009C

f. If the sensor fails, try to clean it. If the error persists, replace the sensor.

● Photo interrupter part number 0604-001381

7. If the error persists, replace the document feeder PCA

● E876, E825 du (or LX) part number JC92-02962A

● E876, E825 dn (or sGX) part number JC92-02964B

● E876, E825 z (or GX) part number JC92-02964A

8. If the error persists, replace the scan joint board.

Part number: JC92-02781A

For instructions: See the Repair Service Manual for this product.

31.13.02
Original paper jam in front of the scanner

Recommended action for customers

1. Open the document feeder cover remove any jammed paper. Then close the top door of the
scanner and check whether the problem occurs again.

2. Turn off the power and check whether there are foreign substances or jams around the feed
sensor.

3. After opening the door of the scanner and placing the paper on the scanner again, close the door
and check whether the problem occurs again.

4. If the error persists, please contact customer support.

LX scanner recommended action for call-center agents

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

The LX scanner/document feeder is found on the following models:

● E72525-E72535 dn models only

● E77822-E77830 dn models only

● E82540-E82560 du models only

31.13.02 413
 ● E87640-E87660 du models only

● E78223-E78230 dn models only

● E78223-E78230 dn models only

1. Open the document feeder and remove any jammed paper, then close the cover and check
whether it operates again.

2. Open the document feeder cover.

a. Push and release the pick-up module.

b. Check if the pick-up module returns to the original position.

3. If the spring is normal but this error occurs continually, check the registration sensor and
registration actuator.

a. Push and release the registration actuator.

b. Check if the registration actuator returns the original position.

c. If the error persist, dispatch a service technician with:

● DSDF pickup part number JC97-04856A

414 Chapter 6 Numerical control panel messages

GX scanner recommended action for call-center agents

1. Open the document feeder and remove any jammed paper, then close the cover and check
whether it operates again.

2. If the error persists, dispatch a service technician with:

● Pick feed roller assembly part number JC97-04650A

LX scanner recommended action for onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

The LX scanner/document feeder is found on the following models:

● E72525-E72535 dn models only

● E77822-E77830 dn models only

● E82540-E82560 du models only

● E87640-E87660 du models only

● E78223-E78230 dn models only

● E78223-E78230 dn models only

1. Open and then close the top door of the scanner and check whether the problem occurs again.

2. Open the document feeder cover.

a. Push and release the pick-up module.

b. Check if the pick-up module returns to the original position.

GX scanner recommended action for call-center agents 415

 c. Check if the spring is deformed. If the spring is defective, replace the spring.

Part number: 6107-003581

3. If this error occurs continually, check the registration sensor and registration actuator.

a. Push and release the registration actuator.

b. Check if the registration actuator returns the original position.

c. Use the sensor test to check the correct operation of the sensor.

i. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

416 Chapter 6 Numerical control panel messages

 ii. Run test 06–0020, Document Cover Open Sensor and 06–0060, Document Simplex
Registration Sensor.

d. If the sensor function correctly, replace the DSDF pickup.

● DSDF pickup part number JC97-04856A

e. If the sensor does not function correctly, replace it

Registration photo sensor part number: 0604-001393

4. Check the scan sensor and scan actuator. If their operation is abnormal, replace the defective part.

a. Run test 05–0070, Document Scan Read Sensor 1.

b. If the sensor does not function correctly replace the scan in assembly.

● Document Scan Read Sensor 1 part number 0604-001381

GX scanner recommended action for onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the document feeder and remove any jammed paper, then close the cover and check
whether it operates again.

2. Test the document feed sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Scanner Diagnostics

GX scanner recommended action for onsite technicians 417

 ● Scanner/Document Feeder Test Routines

b. Run test 05–0060, Document Simplex Registration Sensor.

c. If the sensor does not function correctly replace the sensor.

● Document Simplex Registration Sensor part number 604-001381

3. Test the simplex registration sensor.

a. Run test 05–0060, Document Simplex Registration Sensor.

b. If the sensor does not function correctly, replace the document feeder open cover.

● D ocument feeder open cover part number JC97-04869A

For instructions:
dn bundles: See the Repair Service Manual for this product.
z bundles: See the Repair Service Manual for this product.

4. If this error occurs continually, check the duplex registration sensor.

418 Chapter 6 Numerical control panel messages

 a. Run test 05–0061, Document Duplex Registration Sensor.

b. If the sensor is defective, replace the document feeder contact image sensor.

● Document feeder contact image sensor part number: 0609-001558

For instructions:
dn bundles: See the Repair Service Manual for this product.
z bundles: See the Repair Service Manual for this product.

5. If this error occurs continually, check the document feeder scan in sensor.

a. Run test 05–0070, Document Scan Read Sensor 1.

b. If the sensor is defective, replace the scan in lower assembly.

● Scan in lower assembly part number: JC97-04656B

6. If this error occurs continually, check the document feeder scan out sensor.

a. Run test 05–0071, Document Scan Read Sensor 2.

GX scanner recommended action for onsite technicians 419

 b. If the sensor is defective, replace the document feeder scan out assembly.

● Document feeder scan out assembly part number: JC97-04830A

7. 7. If this error occurs continually, check the following motors.

a. Pick up motor - test 050–0130 and 05-0131

Regi 1 motor - test 05–0160 and 05–0161

Regi 2 motor - test 05–0170 and 05–0171

Feed motor - test 05–0110 and 05–0111

b. b. if the sensors and motor test pass and function correctly, replace the Pick feed roller
assembly

● Pick feed roller assembly (GX/sGX) part number JC97-04650A

c. c. If the specific test dose not pass, replace the related failing motor.

● Document pickup motor part number: JC31-00009C

● Document registration motor part number: JC31-00132A

● Document feed drive motor part number: JC31-00177A

For instructions: See the Repair Service Manual for this product.

8. If this error occurs continually, replace the scan joint board.

● Scan joint board part number: JC92-02781A

For instructions: See the Repair Service Manual for this product.

31.13.03
Jam in the automatic document feeder.

When feeding the original, the front end of the original reached the feed sensor and the paper was fed
the designated distance, but the rear end of the original failed to get out of the feed sensor.

Recommended action for customers

1. Open and then close the top door of the automatic document feeder and check whether the
problem occurs again.

2. Turn off the power and check whether there are foreign substances or jams around the feed
sensor.

3. After opening the door of the automatic document feeder and placing the paper on the ADF tray
again, close the door and check whether the problem occurs again.

4. If the error persists, please contact customer support.

LX scanner recommended action for call-center agents

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

420 Chapter 6 Numerical control panel messages

 The LX scanner/document feeder is found on the following models:

● E72525-E72535 dn models only

● E77822-E77830 dn models only

● E82540-E82560 du models only

● E87640-E87660 du models only

● E78223-E78230 dn models only

● E78223-E78230 dn models only

1. Open the document feeder and remove any jammed paper, then close the cover and check
whether it operates again.

2. Open the document feeder cover. If there is jammed paper, remove it.

3. If this error occurs continually, check the registration sensor and registration actuator.

a. Push and release the registration actuator.

b. Check if the registration actuator returns the original position.

c. If the error persist, dispatch a service technician with:

● DSDF pickup part number JC97-04856A

GX scanner recommended action for call-center agents

1. Open the document feeder and remove any jammed paper, then close the cover and check
whether it operates again.

2. If the error persists, dispatch a service technician with:

● Pick feed roller assembly part number JC97-04650A

LX scanner recommended action for onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

The LX scanner/document feeder is found on the following models:

GX scanner recommended action for call-center agents 421

 ● E72525-E72535 dn models only

● E77822-E77830 dn models only

● E82540-E82560 du models only

● E87640-E87660 du models only

● E78223-E78230 dn models only

1. Open and then close the top door of the automatic document feeder and check whether the
problem occurs again.

2. Open the document feeder cover. If there is jammed paper, remove it.

3. If this error occurs continually, check the registration sensor and registration actuator.

a. Push and release the registration actuator, check that the actuator returns to its original
position.

b. Check if the registration actuator returns to the original position.

c. Use the sensor test to check the correct operation of the sensor.

i. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

ii. Run test 05–0020, Document Cover Open Sensor and test 05–0060, Document Simplex
Registration Sensor.

422 Chapter 6 Numerical control panel messages

 d. If the sensor functions correctly, replace the DSDF pickup.

● DSDF pickup part number JC97-04856A

e. If the sensor does not function correctly, replace it.

Registration actuator detector part number JC66-04102A

Registration photo sensor part number 0604-001393

4. Check the scan sensor and scan actuator. If their operation is abnormal, replace the defective part.

Figure 6-258 Sensor location

a. Run test 05–0070, Document Scan Read Sensor 1.

b. If the sensor does not function correctly, replace the sensor

Document Scan Read Sensor 1 part number 0604-001381

5. Check the reflect film. If it is contaminated, clean it.

LX scanner recommended action for onsite technicians 423

 6. If the issue persists, check the connection on automatic document feeder PCA, connector CN2. If
the wire harness connector is pull out slightly on the outside edge from the CN2 connector, then
the automatic document feeder will give a 31.13.03 error. Reseat the cable and test.

Figure 6-259 PCA connector

GX scanner recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the document feeder and remove any jammed paper, then close the cover and check
whether it operates again.

2. Test the document feed sensor.

a. Open the following menus:

● Support Tools

424 Chapter 6 Numerical control panel messages

 ● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

b. Run test 05–0050, Document Feed Sensor.

c. If the sensor does not function correctly replace the sensor.

● Document Feed Sensor part number: 0604-001381

3. Test the simplex registration sensor.

a. Run test 05–0060, Document Simplex Registration Sensor.

b. If the sensor does not function correctly replace the document feeder open cover.

Document feeder open cover part number JC97-04869A

For instructions:
dn bundles: See the Repair Service Manual for this product.
z bundles: See the Repair Service Manual for this product.

GX scanner recommended action for call-center agents and onsite technicians 425
 4. If this error occurs continually, check the duplex registration sensor.

a. Run test 05–0061, Document Duplex Registration Sensor.

b. If the sensor is defective, replace the document feeder contact image sensor.

● Document feeder contact image sensor part number: 0609-001558

For instructions:
dn bundles: See the Repair Service Manual for this product.
z bundles: See the Repair Service Manual for this product.

5. If this error occurs continually, check the document feeder scan in sensor.

a. Run test 05–0070, Document Scan Read Sensor 1.

b. If the sensor is defective, replace the scan in lower assembly.

● Scan in lower assembly part number JC97-04656B

426 Chapter 6 Numerical control panel messages

6. If this error occurs continually, check the document feeder scan out sensor.

a. Run test 05–0071, Document Scan Read Sensor 2.

b. If the sensor is defective, replace the document feeder scan out assembly.

● Document feeder scan out assembly part number JC97-04830A

7. If this error occurs continually, check the following motor.

● Pick up motor - test 050–0130 and 05-0131

● Regi 1 motor - test 05–0160 and 05–0161

● Regi 2 motor - test 05–0170 and 05–0171

● Feed motor - test 05–0110 and 05–0111

a. If the sensors and motor test pass and function correctly, replace the Pick feed roller
assembly

● Pick feed roller assembly (GX/sGX) part number JC97-04650A

b. If the specific test does not pass, replace the related failing motor.

● Document pickup motor part number: JC31-00009C

● Document registration motors part number: JC31-00132A

● Document feed drive motor part number: JC31-00177A

For instructions: See the Repair Service Manual for this product.

8. Replace the document feeder PCA (scan joint board).

● Scan joint board part number: JC92-02781A

For instructions: See the Repair Service Manual for this product.

GX scanner recommended action for call-center agents and onsite technicians 427
 31.13.04
Jam in the automatic document feeder.

Foreign substances are in the simplex scan sensor.

Recommended action for customers

1. Open and then close the top door of the scanner and check whether the problem occurs again.

2. Turn off the power and check whether there are foreign substances or jams around the feed
sensor.

3. After opening the door of the scanner and placing the paper on the scanner again, close the door
and check whether the problem occurs again.

4. If the error persists, please contact customer support.

LX scanner recommended action for call-center agents

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

The LX scanner/document feeder is found on the following models:

● E72525-E72535 dn models only

● E77822-E77830 dn models only

● E82540-E82560 du models only

● E87640-E87660 du models only

● E78223-E78230 dn models only

● E78223-E78230 dn models only

1. Open the document feeder and remove any jammed paper, then close the cover and check
whether it operates again.

2. Open the document feeder cover. If there is jammed paper, remove it.

3. If this error occurs continually, check the registration sensor and registration actuator.

428 Chapter 6 Numerical control panel messages

 a. Push and release the registration actuator.

b. Check if the registration actuator returns the original position.

c. If the error persist, dispatch a service technician with:

● DSDF pickup part number JC97-04856A

GX scanner recommended action for call-center agents

1. Open the document feeder and remove any jammed paper, then close the cover and check
whether it operates again.

2. If the error persists, dispatch a service technician with:

● Pick feed roller assembly part number JC97-04650A

LX scanner recommended action for onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

The LX scanner/document feeder is found on the following models:

● E72525-E72535 dn models only

● E77822-E77830 dn models only

● E82540-E82560 du models only

● E87640-E87660 du models only

● E78223-E78230 dn models only

● E78223-E78230 dn models only

1. Open and then close the top door of the scanner and check whether the problem occurs again.

2. Open the document feeder cover. If there is jammed paper, remove it.

3. If this error occurs continually, check the registration sensor and registration actuator.

a. Push and release the registration actuator.

GX scanner recommended action for call-center agents 429

 b. Check if the registration actuator returns the original position.

c. Use the sensor test to check the correct operation of the sensor.

i. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

ii. Run test 06–0020, Document Cover Open Sensor and 06–0060, Document Simplex
Registration Sensor.

d. If the sensor function correctly, replace the DSDF pickup.

DSDF pickup part number JC97-04856A

e. If the sensor does not function correctly, replace it.

f. If the sensor is defective, replace it.

Registration actuator detector part number: JC66-04102A

Registration photo sensor part number: 0604-001393

4. Check the scan sensor and scan actuator. If their operation is abnormal, replace the defective part.

a. Run test 05–0070, Document Scan Read Sensor 1.

b. If the sensor does not function correctly replace the scan in assembly.

● Document Scan Read Sensor 1 part number 0604-001381

5. Check the reflect film. If it is contaminated, clean it.

GX scanner recommended action for and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the document feeder and remove any jammed paper, then close the cover and check
whether it operates again.

430 Chapter 6 Numerical control panel messages

2. Test the simplex registration sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

b. Run test 05–0060, Document Simplex Registration Sensor.

c. If the sensor does not function correctly replace the document feeder open cover.

● Document feeder open cover part number JC97-04869A

For instructions:
dn bundles: See the Repair Service Manual for this product.
z bundles: See the Repair Service Manual for this product.

GX scanner recommended action for and onsite technicians 431

 3. If this error occurs continually, check the duplex registration sensor.

a. Run test 05–0061, Document Duplex Registration Sensor.

b. If the sensor is defective, replace the document feeder contact image sensor.

● Document feeder contact image sensor part number: 0609-001558

For instructions:
dn bundles: See the Repair Service Manual for this product.
z bundles: See the Repair Service Manual for this product.

4. If this error occurs continually, check the document feeder scan in sensor.

a. Run test 05–0070, Document Scan Read Sensor 1.

b. If the sensor is defective, replace the scan in lower assembly.

● Scan in lower assembly part number JC97-04656B

432 Chapter 6 Numerical control panel messages

5. If this error occurs continually, check the document feeder scan out sensor.

a. Run test 05–0071, Document Scan Read Sensor 2.

b. If the sensor is defective, replace the document feeder scan out assembly.

● Document feeder scan out assembly part number JC97-04830A

6. Check the following motors.

● Pick up motor - test 050–0130 and 05-0131

● Regi 1 motor - test 05–0160 and 05–0161

● Regi 2 motor - test 05–0170 and 05–0171

● Feed motor - test 05–0110 and 05–0111

a. If the sensors and motor test pass and function correctly, replace the Pick feed roller
assembly.

● Pick feed roller assembly (Gx/sGX) part number JC97-04650A

b. If the specific test does not pass, replace the related failing motor.

Document pickup motor part number: JC31-00009C

Document registration motors part number: JC31-00132A
Document feed drive motor part number: JC31-00177A
For instructions: See the Repair Service Manual for this product.

7. Replace the document feeder PCA (scan joint board).

Scan joint board part number: JC92-02781A

For instructions: See the Repair Service Manual for this product.

GX scanner recommended action for and onsite technicians 433

 31.13.05
Original paper jam in the exit area of scanner

When feeding the original for a duplex job, the front end of the original reached the duplex scan sensor
and the paper was fed the designated distance, but the rear end of the original failed to get out of the
duplex scan sensor.

Recommended action for customers

1. Open and then close the top door of the scanner and check whether the problem occurs again.

2. Turn off the power and check whether there are foreign substances or jams around the feed
sensor.

3. After opening the door of the scanner and placing the paper on the scanner again, close the door
and check whether the problem occurs again.

LX scanner recommended action for call-center agents

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

The LX scanner/document feeder is found on the following models:

● E72525-E72535 dn models only

● E77822-E77830 dn models only

● E82540-E82560 du models only

● E87640-E87660 du models only

● E78223-E78230 dn models only

● E78223-E78230 dn models only

1. Open the document feeder and remove any jammed paper, then close the cover and check
whether it operates again.

2. Open the document feeder cover. If there is jammed paper, remove it.

434 Chapter 6 Numerical control panel messages

 3. If this error occurs continually, check the registration sensor and registration actuator.

a. Push and release the registration actuator.

b. Check if the registration actuator returns the original position.

c. If the error persist, dispatch a service technician with:

● DSDF pickup part number JC97-04856A

GX scanner recommended action for call-center agents

1. Open the document feeder and remove any jammed paper, then close the cover and check
whether it operates again.

2. If the error persists, dispatch a service technician with:

● Pick feed roller assembly part number JC97-04650A

LX scanner recommended action for onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

IMPORTANT: The following troubleshooting is only for the LX scanner. For troubleshooting for the GX
scanner, see the next complete section titled "GX scanner recommended action for call-center agents
and onsite technicians ".

The LX scanner/document feeder is found on the following models:

● E72525-E72535 dn models only

● E77822-E77830 dn models only

● E82540-E82560 du models only

● E87640-E87660 du models only

● E78223-E78230 dn models only

● E78223-E78230 dn models only

1. Open the document feeder cover. If there is jammed paper, remove it.

GX scanner recommended action for call-center agents 435

 2. If this error occurs continually, check the registration sensor and the registration actuator.

a. Push and release the registration actuator.

b. Check if the registration actuator returns the original position.

c. Use the sensor test to check the correct operation of the sensor.

i. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

ii. Run test 06–0020, Document Cover Open Sensor and 06–0060, Document Simplex
Registration Sensor.

d. If the sensor function correctly, replace the DSDF pickup.

● DSDF pickup part number: JC97-04856A

e. If the sensor does not function correctly, replace it.

Registration actuator detector part number JC66-04102A

Registration photo sensor part number 0604-001393

GX scanner recommended action for onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

436 Chapter 6 Numerical control panel messages

1. Open the document feeder and remove any jammed paper, then close the cover and check
whether it operates again.

2. If this error occurs continually, check the document feeder scan out sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Scanner Diagnostics

● Scanner/Document Feeder Test Routines

b. Run test 05–0071, Document Scan Read Sensor 2.

c. If the sensor is defective, replace the document feeder scan out assembly.

● Document feeder scan out assembly part number JC97-04830A

3. Check the following motors.

● Regi 2 motor - test 05–0170 and 05–0171

● Feed motor - test 05–0110 and 05–0111

a. if the sensors and motor test pass and function correctly, replace the Pick feed roller
assembly.

● Pick feed roller assembly (GX/sGX) part number JC97-04650A

GX scanner recommended action for onsite technicians 437

 b. If the specific test does not pass, replace the related failing motor.

● Document registration motors part number JC31-00132A

● Document feed drive motor part number JC31-00177A

For instructions: See the Repair Service Manual for this product.

4. Replace the document feeder PCA (scan joint board).

● Scan joint board part number JC92-02781A

For instructions: See the Repair Service Manual for this product.

32.WX.YZ error messages

32.* errors
Errors in the 32.* family are related to either product start events or to backup and restore events.

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. Turn the printer off, and then on.

2. Retry the job.

32.08.A1, 32.08.A2, 32.08.A3

An event related to starting the printer.

32.08.A1 (event code)

Shutdown event. Boot after abnormal shutdown.

32.08.A2 (event code)

Boot from normal shutdown event.

32.08.A3 (event code)

Regular boot event.

Recommended action
There is no action needed for this message.

■ No action necessary.

32.1C.05
The restore job ticket was submitted with invalid credentials.

438 Chapter 6 Numerical control panel messages

Recommended action
1. Verify the credentials that were submitted.

2. Check the domain, user name, and password.

32.1C.06 (event code)

The backup job ticket was submitted with invalid credentials.

Recommended action
1. Verify the credentials that were submitted.

2. Check the domain, user name, and password.

32.1C.07 (event code)

Backup restore permissions error.

There was an error during the creation, read, or write of the restore file.

Recommended action
■ Retry the job.

32.1C.08 (event code)

Not enough disk space to perform backup/restore, or a network share issue.

There was an error during the creation, read, or write of the backup file.

Recommended action
1. Retry the job.

2. Remove stored jobs and retry.

3. If the error persists, try using a larger capacity storage device for the share location and check the
network share settings.

4. Check the network share or try setting up a new shared network drive or folder.

32.1C.09 (event code)

Tried to restore a backup file that was not valid for this printer.

The data in the backup file specified in the restore job ticket is no longer valid due to a corruption of the
data, or the data is no longer present.

Recommended action
■ Use a valid backup file.

32.1C.0A (event code)

Backup file is invalid.

Recommended action 439

 The data in the backup file specified in the restore job ticket is no longer valid due to a corruption of the
data, or the data is no longer present.

Recommended action
1. Use a valid backup file.

2. Reboot, and then observe the state of the printer.

3. If the error persists, perform a partition clean from the Preboot menu.

32.1C.0D (event code)

Backup/restore failed, auto-reboot failed, or the printer might be busy.

Recommended action
■ Reboot, and then retry the backup/restore.

32.1C.11 (event code)

Backup/restore time-out while communicating with the engine.

The backup operation was aborted because the printer is busy.

Recommended action
■ Wait until the printer is idle, and then try again.

32.1C.13, 32.1C.14
Not enough space exists to perform the backup.

The backup was aborted because the disk is at a critical level or full.

Scheduled backup failure.

Recommended action
■ Free up disk space, and then try again.

32.1C.15
The restore operation was aborted because the backup file was created by a previous version of
firmware no longer supported by the feature.

Recommended action
■ Use the current backup file.

32.1C.2E
The restore operation was aborted because the printer is busy.

Recommended action
1. Wait until the printer is idle, and then retry.

440 Chapter 6 Numerical control panel messages

 2. Turn the printer off then on, and then retry.

32.1C.2F
Reset failure.

Recommended action
■ Turn the printer off, and then on. Retry the job.

32.1C.40
The backup operation completed successfully (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.41
The backup operation encountered an error (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.42
The backup operation completed, but with a warning message (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.43
A component in the backup file is not supported by the current version of firmware and will not be
restored (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.44
A component in the backup file is not transferable to another printer and will not be restored
(informational).

32.1C.2F 441
 Recommended action
See recommended action.

■ No action necessary.

32.1C.45
Some data was not included in the backup file (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.46
An expected component could not be found and was thus not backed up. Because components should
be known on backups, this code is a warning (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.47
Some data was not restored from the backup file (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.48
The backup job ticket was submitted using an invalid network path.

Recommended action
1. Check that a shared folder was provided as part of the network path and not left blank.

2. Check that the server and the shared folder exists.

3. Check that you (or the applicable user) has permission to access the shared folder on the provided
server.

32.1C.49
The backup job ticket was submitted with a bad encryption.

NOTE: This would only apply to a web services call to perform a backup with a blank PIN

442 Chapter 6 Numerical control panel messages

Recommended action
■ Verify that the encryption personal identification number (PIN) meets the restrictions for the printer.

32.1C.4A
An error occurred when creating the temporary directories used to store the backup files in transition to
and from the compressed (ZIP) file.

Recommended action
1. Retry the job.

2. If this does not resolve the issue, turn the printer off then on again and retry the job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

32.1C.56
Reset aborted. Backup/restore in progress (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.57
Reset aborted (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.58
Unknown reset error (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.60
The restore operation completed successfully (informational).

Recommended action
See recommended action.

Recommended action 443

 ■ No action necessary.

32.1C.61
The restore operation encountered an error.

Recommended action
■ Review the printer's event log to see specific details about the failure.

32.1C.62
The restore operation completed, but with a warning message.

Recommended action
■ Review the error log to see specific details about the failure.

32.1C.68
The restore job ticket was submitted using an invalid network path.

Recommended action
1. Check that a shared folder was provided as part of the network path and not left blank.

2. Check that the server and the shared folder exist.

3. Check that you (or the applicable user) has permission to access the shared folder on the provided
server.

4. Check that the path includes the compressed .ZIP file name as part of the path.

32.1C.69
The restore job ticket was submitted with a bad encryption personal identification number (PIN).

Recommended action
■ Verify the encryption personal identification number (PIN) is the same PIN used to encrypt the
backup file.

32.1C.6A
An error occurred when creating the temporary directories used to store the restore files in transition to
and from the compressed (ZIP) file.

Recommended action
■ Retry the job.

32.1C.6D
An unusual error occurred when running the restore operation.

444 Chapter 6 Numerical control panel messages

Recommended action
■ Retry the job.

33.WX.YZ error messages

33.* errors
Errors in the 33.* family are related to the printer’s storage system or the formatter. The component
might have been previously installed in another printer and is therefore locked to that other printer. Or,
the component might be incorrect for this printer.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the issue persists, investigate if the hard disk drive (HDD) or formatter are the original ones. If
recently swapped or replaced, turn the printer off, install the original HDD and/or formatter, and
then turn the printer on.

3. If the issue persists, locate and notate the complete 33.WX.YZ error message as displayed on the
control panel of the printer and contact your HP-authorized service or support provider, or contact
customer support at http://www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn off the printer, and then turn on the printer.

2. If the issue persists, investigate if the hard disk drive (HDD) or formatter are the original ones. If
recently swapped or replaced, turn the printer off, install the original HDD and/or formatter, and
then turn the printer on.

3. If the formatter/HDD were recently replaced and the original is unavailable verify the correct
formatter/HDD are installed by referencing the part numbers.

4. If the issue persists, locate and notate the complete 33.WX.YZ error message as displayed on
the control panel of the printer. Reference support content for the specific error and take the
necessary action.

5. If the error cannot be cleared and you are unable to get the complete error code from the printer,
perform a Partial Clean procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

CAUTION: A Partial Clean procedure automatically restores the firmware files from the
repository, but all custom settings, PINs, passwords, third-party solutions, firmware files, and the
operating system are completely lost.

Recommended action 445

 6. If the error persists, download and from the Preboot menu install the latest version of printer
firmware.

Go to HP FutureSmart - Latest Firmware Versions.

For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

7. If the error persists, elevate the case using the Standard Support Process.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn off the printer, and then turn on the printer.

2. If the issue persists, investigate if the hard disk drive (HDD) or formatter are the original ones. If
recently swapped or replaced, turn the printer off, install the original HDD and/or formatter, and
then turn the printer on.

3. If the formatter/HDD were recently replaced and the original is unavailable verify the correct
formatter/HDD are installed by referencing the part numbers.

4. If the issue persists, locate and notate the complete 33.WX.YZ error message as displayed on
the control panel of the printer. Reference support content for the specific error and take the
necessary action.

5. If the error cannot be cleared and you are unable to get the complete error code from the printer,
perform a Partial Clean procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

CAUTION: A Partial Clean procedure automatically restores the firmware files from the
repository, but all custom settings, PINs, passwords, third-party solutions, firmware files, and the
operating system are completely lost.

6. If the error persists, download and from the Preboot menu install the latest version of printer
firmware.

Go to HP FutureSmart - Latest Firmware Versions.

For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

7. If the error persists, elevate the case using the Standard Support Process.

33.01.xx
A save or restore process has occurred.

● 33.01.01 (event code)

A restore process has occurred.

● 33.01.02 (event code)

A save process has occurred.

● 33.01.03 (event code)

446 Chapter 6 Numerical control panel messages

 Save recover functionality OK after previously being disabled.

Recommended action
See recommended action.

■ No action necessary.

33.04.01 Missing TPM

A Trusted Platform Module is missing from a printer that previously had a TPM installed.

TPM accessory (optional): This system is using a TPM module installed as an accessory to protect data
and it is not present. The original TPM must be returned or you can select the Stop Using option in the
preboot TPM sub-menu. All data will be cryptographically erased and a reload of firmware from USB
might be required.

TPM Standard (Standard on product): This system is using a TPM module installed at the factory to
protect data and it is not present. Verify that the TPM is seated firmly on the formatter, in case of shifting
during shipment. If the TPM has been removed for a formatter replacement, put the original TPM on the
board. If the original TPM cannot be reinstalled or has become damaged, DO NOT replace any parts.
Replace the printer.

Recommended action
1. Turn the printer off.

2. Reinstall the missing TPM module into the printer.

NOTE: If the TPM accessory was installed, you can also go to the Administration menu and under
TPM, select the Stop Using option if you no longer want to use the TPM accessory.

3. Restart the printer.

33.04.02 Missing TPM

The wrong TPM is installed on a printer that previously had a different TPM installed.

TPM Optional device: This system is using a TPM module to protect data and it is not present. The
original TPM module must be returned or you may select the Stop Using option in the preboot TPM
sub-menu.

Recommended action
1. Turn the printer off.

2. Reinstall the original TPM module into the printer.

3. Restart the printer.

4. Go to the Administration menu and under TPM and select the Enable and Use option.

NOTE: To no longer use the TPM device, go to the Administration menu and under TPM and select
the Stop Using option.

Recommended action 447

 33.04.03 Unknown TPM
A used TPM has been installed on a printer that has not previously had a TPM installed.

TPM Optional device: This system is using a TPM module to protect data and it is not present. The TPM
module currently installed is used to protect data in another device. The original TPM module must be
returned or you can start using this TPM module by selecting the Enable and Use option in the preboot
TPM sub-menu. You can also stop using a TPM altogether.

Recommended action
1. Turn the printer off and remove the TPM module. The printer will not be protected.

2. If choosing to protect the printer with the used TPM, refer to the "Install a
new or re-enable an existing TPM after disabling a previous TPM" section of the
http://h10032.www1.hp.com/ctg/Manual/c04499622 (c04499622).

33.04.04 or 33.04.05 Unknown TPM

A new Trusted Platform Module is installed in a printer that had previously been configured to a different
TPM accessory or a TPM installed from the factory.

This system contains a TPM module that is used to protect data in another device. The original TPM
module that was shipped in the device must be reinstalled.

For units with a TPM accessory: If the original is unavailable, install a new TPM accessory.

For units that shipped with a TPM on board standard: If the original TPM installed in the factory is
unavailable or damaged, DO NOT replace any parts. Elevate using the standard support process.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for call center agents and onsite technicians

1. Turn the printer off, and then on.

2. Turn the printer off, and then on. While the printer turns on, enter the Preboot menu.

3. From the Preboot menu, select Administrator, and then select TPM Config.

4. Select Get status, Enabled and then select Disable TPM and confirm. The printer will reboot.

NOTE: After a message states that the printer is restoring, wait for the printer to restart and to be
in a Ready state.

448 Chapter 6 Numerical control panel messages

 5. Print a configuration page, the event log, and collect the JDP log to verify that the TPM is disabled.

6. Turn the printer off, and then turn it on.

7. Open the Preboot menu.

8. From the Preboot menu, select Administrator, and then select TPM Config.

9. Select Get status, Disabled and then select Enable TPM and confirm. The printer will reboot.

NOTE: Wait for the printer to restart and to be in a Ready state.

10. After the printer is initialized, print a Configuration Page to verify that the TPM is enabled.

NOTE: Never replace the TPM on a unit that shipped with one. The TPM that can be ordered is only
available for adding a level of security on the device never had a TPM paired from the factory, a new
one can not be installed for security reasons.

11. If the error persists, elevate the case using the Standard Support Process.

33.05.0z SureStart errors

A SureStart error has occurred.

The printer detected and recovered from a corrupted version of BIOS.

● 33.05.01 Boot code corrupt (event code)

● 33.05.02 Boot code corrupt (event code)

● 33.05.03 Boot code corrupt (event code)

The newly downloaded firmware failed to cryptographically validate the BIOS code.

● 33.05.04 Security alert

● 33.05.04 Upgrade corrupt (event code)

● 33.05.05 Security alert

● 33.05.05 Boot code corrupt (event code)

● 33.05.06 Security alert

● 33.05.06 Upgrade corrupt (event code)

● 33.05.07 Security alert

● 33.05.07 Upgrade corrupt (event code)

● 33.05.08 Invalid boot attempt (event code)

● 33.05.09 Downgrade attempted (event code)

Recommended action
Follow these troubleshooting steps in the order presented.

● For 33.05.01, 33.05.02, and 33.05.03 errors: No action is necessary.

33.05.0z SureStart errors 449

 ● For all other errors: Download a firmware bundle to the printer from the Preboot menu.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

NOTE: For more information on SureStart, search for: "SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual" (c04863614) .

33.05.1x Whitelisting errors

An error occurred with a firmware file digital signature or an error with the certificate used to validate
the firmware file certificate.

● 33.05.10 Security alert

● 33.05.10 Firmware verification Error: XX (Event code)

● 33.05.11 Security alert

● 33.05.11 Firmware verification Error: XX (Event code)

● 33.05.12 Security alert

● 33.05.12 Firmware verification Error: XX (Event code)

Recommended action
1. Perform a Format Disk procedure.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) .

2. If the device does not reboot to Ready, download a firmware bundle to the device from the Preboot
menu.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

NOTE: Performing a Format Disk procedure is required before downloading a firmware bundle.

For more information on SureStart, go to: HP SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual (Doc ID: c04863614).

33.05.2x Intrusion detection errors

The intrusion detection system has encountered an error.

The intrusion detection memory process determined an unauthorized change in system memory.

● 33.05.21 Security alert

● 33.05.21 Potential intrusion (Event code)

The intrusion detection memory process heartbeat was not detected.

● 33.05.22 Security alert

● 33.05.22 Cannot scan for potential intrusions (Event code)

The intrusion detection memory process did not initialize.

450 Chapter 6 Numerical control panel messages

 ● 33.05.23 Security alert

● 33.05.23 Intrusion detection not initialized (Event code)

● 33.05.24 Intrusion detection initialization error (Event code)

Recommended action for customers

1. Turn the printer off then on.

2. Make sure that the printer is in a Ready state.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off then on.

2. Make sure that the printer is in a Ready state.

NOTE: Selecting Continue from the Preboot menu will not resolve the error. The printer must be
turned off, and then on to clear the error allowing the printer to reboot to a Ready state.

NOTE: With firmware version 3.7, when selecting Continue from the Preboot menu after encountering
a 33.05.2z or 33.05.5z error, the following message displays:

"A disk or boot error has occurred. Clear Error. Press Any Key"

This message should be ignored.

Information on the Intrusion Detection error.

For more information on SureStart, go to: HP SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual (Doc ID: c04863614).

33.05.5z Intrusion detection errors

The intrusion detection system has encountered an error.

The intrusion detection memory process determined an unauthorized change in system memory.

● 33.05.51 Security alert

● 33.05.51 Potential intrusion (Event code)

The intrusion detection memory process heartbeat was not detected.

● 33.05.52 Security alert

● 33.05.52 Cannot scan for potential intrusions (Event code)

The intrusion detection memory process did not initialize.

● 33.05.53 Security alert

● 33.05.53 Intrusion detection not initialized (Event code)

● 33.05.54 Intrusion detection initialization error (Event code)

Recommended action for customers 451

 Recommended action for customers

1. Turn the printer off then on.

2. Make sure that the printer is in a Ready state.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off then on.

2. Make sure that the printer is in a Ready state.

NOTE: Selecting Continue from the Preboot menu will not resolve the error. The printer must be
turned off, and then on to clear the error allowing the printer to reboot to a Ready state.

NOTE: With firmware version 3.7, when selecting Continue from the Preboot menu after encountering
a 33.05.2z or 33.05.5z error, the following message displays:

"A disk or boot error has occurred. Clear Error. Press Any Key"

This message should be ignored.

Information on the Intrusion Detection error.

For more information on SureStart, go to: HP SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual (Doc ID: c04863614).

40.WX.YZ error messages

40.* errors
Errors in the 40.* family are related to input/output accessories, such as USB storage devices, Jetdirect
cards, or EIO cards or on-board network functions.

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. Touch the OK button to clear the error.

2. Remove and then reinstall the accessory.

40.00.01 USB I/O buffer overflow To continue, touch “OK”

The USB buffer has overflowed.

Recommended action
1. Touch the OK button to print the transferred data (some data might be lost).

2. Check the host configuration.

452 Chapter 6 Numerical control panel messages

40.00.02 Embedded I/O buffer overflow To continue, touch “OK”
The product has experienced a JetDirect buffer overflow.

Recommended action
1. Touch the OK button to print the transferred data (some data might be lost).

2. Check the host configuration.

40.00.03 EIO [x] buffer overflow To continue, touch “OK”

Too much data was sent to the EIO card in the specified slot (x). An incorrect communications protocol
might be in use.

Recommended action
■ Touch the OK button to print the transferred data (some data might be lost).

40.00.04 EIO [x] bad transmission To continue, touch “OK”

The connection between the product and the USB device has been broken.

Recommended action
1. Touch the OK button to clear the error message and continue printing.

2. Remove, and then reinstall the USB device.

40.00.05 Embedded I/O bad transmission To continue, touch OK

The USB device has been removed.

Recommended action
1. Touch the OK button to clear the error message (data will be lost).

2. Install the USB device.

40.08.0x USB storage accessory removed

The USB storage accessory has been removed.

x = 0 or 1; information code.

Secure file erase is enabled.

Recommended action
See recommended action.

■ No action necessary.

40.0x.05 USB storage accessory removed

The USB storage accessory was removed.

x = 1, 2, 3, 5, or 6; information code.

40.00.02 Embedded I/O buffer overflow To continue, touch “OK” 453

 Recommended action
See recommended action.

■ No action necessary.

41.WX.YZ error messages

41.* errors
Errors in the 41.* family are related to printing problems, such as a mismatch between the paper that is in
the printer and the paper the printer is configured to use.

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Verify the tray is loaded with the correct paper type, and that the guides are adjusted correctly.

2. Verify the paper type and size settings on the control panel match the paper in the tray.

3. Verify the paper type and size settings in the print driver match the paper in the tray.

4. Use the Tray/Bin manual sensor test to verify the media switch in the cassette is working correctly.

5. Turn the printer off and then on.

6. If the issue persists, replace the DC controller.

41.03.YZ Unexpected size in tray [X]

The printer detected a different paper size than expected.

Y = Type, Z = Tray

● Y = 0: Size mismatch. Detected paper is longer or shorter than expected.

● Y = A: Size mismatch. Detected paper too long.

● Y = B: Size mismatch. Detected paper too short.

● Y = C: Size mismatch. Inter-page gap error.

● Z = D: Source is the duplexer.

● Z = 1: Source is tray 1.

● Z = 2: Source is tray 2.

● Z = 3: Source is tray 3.

● Z = 4: Source is tray 4.

● Z = 5: Source is tray 5.

● Z = 6: Source is tray 6.

454 Chapter 6 Numerical control panel messages

Recommended action for customers

1. Touch OK to use another tray.

2. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Touch OK to use another tray.

2. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

3. Check the failing tray to ensure that when the tray guides are moved, the sensor guides on the back
of the tray move and are not damaged. If they are damaged, replace the tray.

Tray 2 part number: JC90-01619A

Recommended action for customers 455

 Tray 3 part number: 5QJ90-60109
Tray 4 part number: JC90-01666A
Tray 5 part number: JC90-01664A

4. Check if the failing tray sensor fingers are damaged or seated correctly. Reseat or replace the
sensor assembly as needed.

Part number: JC93-00018B

5. Test the paper size sensors for the failing tray.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

456 Chapter 6 Numerical control panel messages

 b. Run one of the following tests for the failing tray.

● 102–0041, Transfer Assembly Paper Size Read (Tray 2 paper size detection).

● 102–0111, Tray 3 Size 3 Sensor.

● 102–0181, Tray 4 Paper Size Read.

● 102–0251, Tray 5 Paper Size Read.

c. If the sensor test fails, replace the sensor assembly.

Part number: JC93-00018B

41.03.FZ Unknown Misprint Error

This is a general misprint error. Either paper is loaded off-center with the side guides in the tray, or a
paper-width sensor failure occurred from an unknown tray. The error will be one of the following:

● 41.03.F0

● 41.03.F1

● 41.03.F2

● 41.03.F3

● 41.03.F4

● 41.03.F5

● 41.03.FD

Recommended action for customers

1. Touch OK to use another tray.

2. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

3. If the error persists, please contact customer support.

41.03.FZ Unknown Misprint Error 457

 Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Touch OK to use another tray.

2. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The
arrow on the guide should line up exactly with the line connected to the paper size designation.
Ensure that the tray is not filled above the fill mark on the tray.

3. Check the failing tray to ensure that when the tray guides are moved, the sensor guides on the back
of the tray move and are not damaged. If they are damaged, replace the tray.

Tray 2 part number: JC90-01610A

Tray 3 part number: JC90-01611A
Tray 4 part number: JC90-01652A
Tray 5 part number: JC90-01654A

4. Check if the failing tray sensor fingers are damaged or seated correctly. Reseat or replace the
sensor assembly as needed.

Part number: JC92-02622A

458 Chapter 6 Numerical control panel messages

 5. Test the paper size sensors for the failing tray.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run one of the following tests for the failing tray.

● 102–0041, Transfer Assembly Paper Size Read (Tray 2 paper size detection).

● 102–0111, Tray 3 Size 3 Sensor.

● 102–0181, Tray 4 Paper Size Read.

● 102–0251, Tray 5 Paper Size Read.

c. If the sensor test fails, replace the sensor assembly.

Part number: JC92-02622A

42.WX.YZ error messages

42.* errors
Errors in the 42.* family indicate an internal system failure has occurred.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

42.* errors 459

 1. Turn the printer off, and then on. Retry the job.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on. Retry the job.

2. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

42.B0.01
Missing string in firmware error.

Recommended action
1. Turn the printer off, and then on.

2. If the error persists, upgrade the firmware to the latest version.

3. If the error persists, elevate the case using the Standard Support Process.

44.WX.YZ error messages

44.* errors
Errors in the 44.* family are related to the digital send functionality: fax, email, send to SharePoint, or
save to folder.

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. In many cases, the error will automatically clear, and you can try the job again.

2. Verify the digital send feature has been correctly configured at the control panel and with the HP
Embedded Web Server (EWS).

NOTE: To access the EWS, open a Web browser, and in the address line, enter the printer IP
address.

3. Turn the printer off, and then on. Retry the job.

4. For fax errors, verify the fax card is correctly installed on the formatter.

460 Chapter 6 Numerical control panel messages

 5. For SharePoint or save-to-folder errors, verify the permissions are set correctly for access to the
SharePoint or network folder.

6. For email errors, verify connectivity to the network, and verify the SMTP gateway is configured
correctly. Also verify if there is a size limit on email attachments.

7. If the error persists, reset the printer to factory settings, and then upgrade the firmware to the
latest version.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

44.01.xx Error Event log message

A digital send error has occurred.

Recommended action
1. No action necessary. This error message should automatically clear.

2. Try to send the job again.

3. If the error does not clear or it returns:

a. Use optimal resolution and image quality settings.

b. Wait until all the digital send jobs have been processed.

c. Turn the printer off, and then on. Retry the job.

d. Verify if there is an attachment limit on the email.

e. Verify network connectivity, SMTP gateways, access to folder share.

44.02.xx Error Event log message (Multifunction product only.)

Personal address book error has occurred.

Recommended action
1. Try to send the job again.

2. Check the digital send configuration and address book.

44.03.xx Error Event log message

A digital send error has occurred.

Recommended action for customers

■ Try to send the job again.

Recommended action

1. Use optimal resolution and image quality settings.

2. Wait until all the digital send jobs have been processed.

3. Turn the printer off, and then on and retry the job.

44.01.xx Error Event log message 461

 4. Verify if there is an attachment limit on the email.

5. Verify network connectivity, SMTP gateways, access to folder share.

44.04.xx Error Event log message (Multifunction product only.)

A Digital Send Email error has occurred.

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

44.05.xx Error Event log message (Multifunction product only.)

A Digital Send Folder Job error has occurred.

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

44.07.xx Error Event log message (Multifunction product only.)

Digital Send Remote Printer Job Error has occurred.

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

44.08.xx Error Event log message (Multifunction product only.)

SharePoint Job Error has occurred.

Recommended action
1. If this is the first time the error has occurred, cancel and then restart the job.

2. If the error occurs repeatedly, reboot the engine and retry the job.

3. If error still persists, reset to factory settings. Upgrade to most current firmware.

44.10.xx Error Event log message (Multifunction product only.)

A send to email error has occurred.

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

For more information, Go to: Or click here: HP LaserJet Enterprise MFP - Set up Scan to Email.

462 Chapter 6 Numerical control panel messages

44.11.0E Error Event log message (Multifunction product only.)
The attachment filename already exists at the destination, and the fail-on-filename-collisions flag was
set. This file will not be sent.

Recommended action
1. If this is the first time the error has occurred, use a different filename or verify that the filename is
not already in use.

2. If the issue persists, use a unique filename or disable the fail-on-filename-collisions flag.

44.11.xx Error Event log message (Multifunction product only.)

A digital send error has occurred.

Recommended action
Try to send the job again.

Check the digital send configuration.

44.12.0E Error Event log message (Multifunction product only.)

A digital send error has occurred.

The attachment filename already exists at the destination, and the fail-on-filename-collisions flag is set.
This file will not be sent.

Recommended action
1. If this is the first time the error has occurred, use a different filename or verify that the filename is
not already in use.

2. If the issue persists, use a unique filename or disable the fail-on-filename-collisions flag.

44.12.xx Error Event log message (Multifunction product only.)

A digital send error has occurred.

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

44.16.01 Error Event log message (Multifunction product only.)

A digital send error has occurred while trying to create file type.

XX =

● 01 – RTF File

● 03 – CSV File

● 04 – HTML File

44.11.0E Error Event log message (Multifunction product only.) 463

 ● 05 – XML File

● 06 – XPS File

● 07 – PDF File

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

44.16.02 Error Event log message (Multifunction product only.)

The destination URL was found to be invalid or unreachable.

Recommended action
1. If this is the first time the error has occurred, cancel and then restart the job.

2. If the error persists, turn the product off and then on and retry the job.

3. If the error still persists, reset to factory settings. Upgrade to the current firmware version.

44.16.03 Error Event log message (Multifunction product only.)

The destination URL is not a SharePoint site.

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and then restart
the job.

2. If the error persists:

● Check network connection settings.

● Verify access to the SharePoint site.

44.16.04 Error Event log message (Multifunction product only.)

Credentials associated with the SharePoint destination were found to be invalid or missing.

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and then restart
the job.

2. If the error persists:

● Check network connection settings.

● Verify access to the SharePoint site.

44.16.05 Error Event log message (Multifunction product only.)

Credentials do not have write access to the SharePoint destination.

464 Chapter 6 Numerical control panel messages

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and then restart
the job.

2. If the error persists:

● Check network connection settings.

● Verify access to the SharePoint site.

44.16.06 Error Event log message (Multifunction product only.)

Upload of image file failed. Reason unknown.

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and then restart
the job.

2. If the error persists, turn the product off then on again and retry the job.

3. If the error still persists, reset to factory settings. Upgrade to the current firmware version.

44.16.07 Error Event log message (Multifunction product only.)

Upload of image file failed.

The file exceeded the maximum form submission length on the Web server.

Recommended action
1. If this is the first time the error has occurred, send fewer pages in the job, lower the DPI of the
scanned pages, or select a file type that splits pages into separate files (for example, jpeg).

2. If the error occurs repeatedly, contact the SharePoint site administrator to increase the Web
server's maximum form submission length.

44.16.08 Error Event log message (Multifunction product only.)

Upload of image file failed. The SharePoint site storage quota limit was exceeded.

Recommended action
1. If this is the first time the error has occurred, make space on the SharePoint site by deleting some
files, and then retry the job.

2. If the error occurs repeatedly, contact the SharePoint site administrator to increase the storage
quota limit.

44.16.09 Error Event log message (Multifunction product only.)

Upload of image file failed. A folder or filename length is too long.

Recommended action 465

 Recommended action
1. If this is the first time the error has occurred, check the destination URL and filename in
the SharePoint job configuration to verify no folder or filename exceeds the maximum of 128
characters.

2. If the error occurs repeatedly, try sending to a different folder on the SharePoint site or changing
the filename (which could include prefix or suffix).

44.16.0A Error Event log message (Multifunction product only.)

Upload of the image file failed.

The image file already exists on the server and is checked out for editing by another user.

Recommended action
1. If this is the first time the error has occurred, verify that the filename used by the job is not checked
out on the SharePoint site.

2. If the error persists, use a different filename for the job.

44.16.0B Error Event log message (Multifunction product only.)

Upload of the image file failed.

The image file already exists on the server and the job was set to not overwrite files.

Recommended action
1. If this is the first time the error has occurred, set the job to overwrite existing files.

2. If the error persists, use a different filename for the job.

44.16.0D Error Event log message (Multifunction product only.)

Encountered an unexpected processing error while transferring attachments to the destination
SharePoint.

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and restart the job.

2. If the error persists, turn the product off, and then on and retry the job.

3. If the error persists, reset to factory settings. Upgrade to the current firmware version.

44.16.0E Error Event log message (Multifunction product only.)

The attachment filename already exists at the destination, and the fail-on-filename-collisions flag was
set. This file will not be sent.

Recommended action
1. If this is the first time the error has occurred, use a different filename or verify that the filename is
not already in use.

2. If the error persists, use a unique filename or disable the fail-on-filename-collisions flag.

466 Chapter 6 Numerical control panel messages

44.16.0F Error Event log message (Multifunction product only.)
Not enough memory to process the current SharePoint Job.

Recommended action
1. If this is the first time the error has occurred, cancel and/or restart the job, breaking it up into small
jobs.

2. Repeat this process if the error persists until job goes through.

44.16.10 Error Event log message (Multifunction product only.)

The SharePoint server is using an invalid certificate.

Recommended action
1. If this is the first time the error has occurred, send the SharePoint job to a non-secure address, or
send the job to a SharePoint server that has a valid certificate.

2. If the error occurs repeatedly, send the job to a different, trusted SharePoint server.

44.16.FF Error Event log message (Multifunction product only.)

An unexpected error occurred in the SharePoint resource device code.

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and restart the job.

2. If error persists, turn the product off, and then on and retry the job.

3. If the error persists, reset to factory settings. Upgrade to the current firmware version.

44.34.xx Error Event log message

A fax error has occurred.

Recommended action
1. Try to send the job again.

2. Check the fax settings to make sure they are set to the proper settings for the environment.

3. If the issue persists, for additional fax troubleshooting information go to HP LaserJet Enterprise
MFP, HP PageWide Enterprise MFP - Checklist for solving fax problems.

44.90.xx, 44.91.xx, 44.92.xx Error Event log message

A fax error has occurred.

Recommended action
1. Try to send the job again.

2. Check the fax settings to make sure they are set to the proper settings for the environment.

44.16.0F Error Event log message (Multifunction product only.) 467

 3. If the issue persists, for additional fax troubleshooting information go to HP LaserJet Enterprise
MFP, HP PageWide Enterprise MFP - Checklist for solving fax problems.

45.WX.YZ error messages

45.00.07
Failed to connect to host or proxy.

The communication between the formatter and the main board failed.

This error occurs while trying to access the Support Tools/Service/Service Tools Menu.
NOTE: The timeout and host/proxy, it is referring to the internal network communication. Not the JDI
LAN drop to a router/Switch/Hub.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call center technicians and onsite agents

1. Turn the printer off, and then on.

2. If the error persists while trying to enter the Service Tools Menu, perform the following:

a. Disconnect and reconnect all cable connections between the engine and the formatter.

b. Check to ensure the internal RJ45 connection on the formatter and the main board is not
damaged and is correctly seated.

c. Reseat the internal LAN cable between the formatter and the main board.

3. If the error persists, gather the Event Log and diagnostic JDP files at printer and elevate the case
using the Standard Support Process.

45.00.1C
Operation Time Out

There is an issue with the communication connection between the main board and formatter board and
it has timed out.

This error occurs while trying to access the Support Tools/Service/Service Tools Menu.

NOTE: The timeout and host/proxy, it is referring to the internal network communication. Not the JDI
LAN drop to a router/Switch/Hub.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

468 Chapter 6 Numerical control panel messages

 1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call center technicians and onsite agents

1. Turn the printer off, and then on.

2. If the error persists while trying to enter the Service Tools Menu, perform the following:

a. Disconnect and reconnect all cable connections between the engine and the formatter.

b. Check to ensure the internal RJ45 connection on the formatter and the main board is not
damaged and is correctly seated.

c. Reseat the internal LAN cable between the formatter and the main board.

3. If the error persists, gather the Event Log and diagnostic JDP files at printer and elevate the case
using the Standard Support Process.

45.00.70
Network connection not present. Port is initializing or is unavailable.

Typically, the RJ45 cable between the main board and formatter is disconnected.

This error occurs while trying to access the Support Tools/Service/Service Tools Menu.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call center technicians and onsite agents

1. Turn the printer off, and then on.

2. If the error persists while trying to enter the Service Tools Menu, perform the following:

a. Disconnect and reconnect all cable connections between the engine and the formatter.

b. Check to ensure the internal RJ45 connection on the formatter and the main board is not
damaged and is correctly seated.

c. Reseat the internal LAN cable between the formatter and the main board.

3. If the error persists, gather the Event Log and diagnostic JDP files at printer and elevate the case
using the Standard Support Process.

Recommended action for call center technicians and onsite agents 469
 46.WX.YZ error messages
46.* error messages
Errors in the 46.* family occur when the printer is trying to perform an action that it is not able to
complete.

● No network connectivity

● A problem with the file being printed, with the software application sending the job, or with the print
driver

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Verify the printer is connected to the network, look at the network port connection on the back of
the printer, and verify that the amber activity light flashes indicating network traffic, and the green
link-status light is continuously lit indicating a network link. If the problem continues, try a different
network cable or port on the hub and check network configuration settings such as the printer's IP
address.

3. Send a different file from the same software application to see if the error is specific to the original
file. Try sending a job from a different software application to see if the error is specific to the
application. Verify the computer has the correct print driver installed.

4. Upgrade the firmware.

For the latest firmware versions, go to HP FutureSmart - Latest Firmware Versions

5. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Verify the printer is connected to the network. If it is not, use a different network cable, and check
the configuration settings.

3. Send a different file from the same software application to see if the error is specific to the original
file. Try sending a job from a different software application to see if the error is specific to the
application. Verify the computer has the correct print driver installed.

4. Upgrade the printer firmware.

5. If the error persists, go to WISE and search for the following document that contains links to
flowcharts that you can use to troubleshoot the issue:

HP FutureSmart - 49 Error Troubleshooting (Persistent and Intermittent) (Document ID: c03122817)

470 Chapter 6 Numerical control panel messages

47.WX.YZ error messages
47.* errors
Errors in the 47.* family indicate an internal error has occurred.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

47.00.xx
Back channel internal error.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

47.* errors 471

 3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

47.01.xx
Image transformer internal error.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

47.02.xx
Job parser internal error.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

472 Chapter 6 Numerical control panel messages

 3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

47.03.xx
Print job internal error.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

47.04.xx
Print spooler 9100 internal error.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

47.03.xx 473
 3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

47.05.xx
Print spooler framework internal error.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

47.06.xx
Print application internal error.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

474 Chapter 6 Numerical control panel messages

 3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

47.FC.yz Printer Calibration Failed To continue, touch “OK”

The device is unable to access or implement one of the image patterns files.

y = Calibration type, z = Event

● 47.FC.00 (event code) Color plane registration (CPR) Image not found at system initialization

● 47.FC.01 (event code) CPR Store Image failure

● 47.FC.02 (event code) CPR Image not found

● 47.FC.03 (event code) CPR Print engine execution failure

● 47.FC.10 (event code) Consecutive Dmax Dhalf Image not found at system initialization

● 47.FC.11 (event code) Consecutive Dmax Dhalf Store image failure

● 47.FC.12 (event code) Consecutive Dmax Dhalf Image not found

● 47.FC.13 (event code) Consecutive Dmax Dhalf Print engine execution failure

● 47.FC.20 (event code) Error Diffusion Image not found at system initialization

● 47.FC.21 (event code) Error Diffusion Store image failure

● 47.FC.22 (event code) Error Diffusion Image not found

● 47.FC.23 Error Diffusion Print engine execution failure

● 47.FC.30 0 (event code) Drum Speed Adjustment Image not found at system initialization

● 47.FC.31 (event code) Drum Speed Adjustment Store image failure

● 47.FC.32 (event code) Drum Speed Adjustment Image not found

● 47.FC.33 (event code) Drum Speed Adjustment Print engine execution failure

● 47.FC.40 (event code) Pulse Width Modulation Image not found at system initialization

● 47.FC.41 (event code) Pulse Width Modulation Store image failure

● 47.FC.42 (event code) Pulse Width Modulation Image not found

● 47.FC.43 (event code) Pulse Width Modulation Print engine execution failure

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the product off, and then on again.

2. If the error persists, reload the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

47.FC.yz Printer Calibration Failed To continue, touch “OK” 475

 3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the product off, and then on again.

2. If the error persists over multiple power cycles, then do the following.

● In the Support Tools > Troubleshooting > Diagnostics menu, run the hard disk tests to validate
the health of the device. Fix any issue found with the mass storage device.

3. If the error persists, reload the firmware.

4. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

48.WX.YZ error messages

48.* errors
Errors in the 48.* family indicate an internal error has occurred.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Upgrade the firmware.

For the latest firmware versions, go to HP FutureSmart - Latest Firmware Versions

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. In most cases, no action is necessary.

2. If the error persists, upgrade the printer firmware.

3. If the error persists, continue troubleshooting with the flowcharts for either Intermittent or
Persistent 48 error troubleshooting (whichever is appropriate) in document c03122817. Search for
the following document on WISE: HP LaserJet FutureSmart Devices - 49 Error Troubleshooting
(Persistent and Intermittent).

NOTE: 48.wx.yz errors are similar to 49.wx.yz errors and use the same troubleshooting steps and
procedures.

476 Chapter 6 Numerical control panel messages

48.0D.01 Remote Image Disk error
The hard disk drive on the formatter has experienced an error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action
1. Turn the printer off, and then on.

2. Disconnect and reconnect both ends of the cable harness from the main board PCA to the hard
disk drive.

3. If the error persists, replace the hard disk drive.

Part number: 5851-6712

For instructions: See the Repair Service Manual for this product.

49.WX.YZ error messages

49.13.01
Error in the native video pipeline.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. For troubleshooting procedures, search for the "HP LaserJet Managed MFP E72525-E72535,
E77822-E77830, E78223-E78230, E82540-E82560, E87640-E87660 - 49.13.0 in solid condition"
document on WISE.

49.38.0C or 49.38.0D
A 49.38.0C or 49.38.0D error intermittently (or persistently) displays on the printer control panel.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

48.0D.01 Remote Image Disk error 477

 1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the 49.38.0C or 49.38.0D error occurs with a network connectivity problem or specific print job, go
to WISE and search for the following document that contains links to flowcharts that you can use to
troubleshoot the issue:

HP FutureSmart - 49 Error Troubleshooting (Persistent and Intermittent) (Document ID: c03122817)

3. If any of the following symptoms are observed, continue to the next step:

● The error returns after temporarily being cleared by power-cycling the printer, performing a
partial clean, or formatting the hard drive

● A "Disk Full" or "Data Corruption" error message displays on the printer control panel

● The printer hangs with an "Initializing..." message continuously displayed on the control panel

4. If customer is unable to verify all the failure conditions, log a normal process case, dispatch an
onsite technician with a Hard Disk Drive (HDD) part.

Table 6-5 Hard Disk Drive part information

Part name Part number

500GB secured Hard Disk Drive (HDD) L41606-011

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the 49.38.0C or 49.38.0D error occurs with a network connectivity problem or specific print job, go
to WISE and search for the following document that contains links to flowcharts that you can use to
troubleshoot the issue:

HP FutureSmart - 49 Error Troubleshooting (Persistent and Intermittent) (Document ID: c03122817)

3. If any of the following symptoms are observed, continue to the next step.

● The error returns after temporarily being cleared by power-cycling the printer, performing a
partial clean, or formatting the hard drive

● A "Disk Full" or "Data Corruption" error message displays on the printer control panel

● The printer hangs with an "Initializing..." message continuously displayed on the control panel

4. If the customer is unable to verify all the failure conditions, replace the Hard Disk Drive (HDD) part.

Table 6-6 Hard Disk Drive part information

Part name Part number

500GB secured Hard Disk Drive (HDD) L41606-011

478 Chapter 6 Numerical control panel messages

 5. If the error persists, elevate to next level support.

49.XX.YY Error To continue turn off then on

A firmware error occurred.

Possible causes:

● Corrupted print jobs

● Software application issues

● Non-product specific print drivers

● Poor quality USB or network cables

● Bad network connections or incorrect configurations

● Invalid firmware operations

● Unsupported accessories

A 49 error might happen at any time for multiple reasons. Although some types of 49 errors can be
caused by hardware failures, it is more common for 49 errors to be caused by printing a specific
document or performing some task on the printer.

49 errors most often occur when a printer is asked to perform an action that the printer firmware is not
capable of and might not have been designed to comply with, such as:

● Printing files with unsupported programming commands

● A unique combination of user environment and user interactions with the printer

● Interfacing with a third-party solution that was not designed to work with the printer

● Specific timing, network traffic, or concurrent processing of jobs

Recommended action for customers

NOTE: LaserJet formatter PCAs are rarely the root cause of 49 service errors. Please do not replace
the formatter unless troubleshooting has identified the formatter as the root cause.

1. Turn the printer off, and then on.

2. If the error persists, check the following:

● The error might be caused by a network connectivity problem, such as a bad USB or network
interface cable, a bad USB port, or an invalid network configuration setting.

● The error might be caused by the print job, due to an invalid print driver, a problem with the
software application, or a problem with the file being printed.

● Upgrading the printer firmware might help resolve the error.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

49.XX.YY Error To continue turn off then on 479

 Recommended action for call-center agents and onsite technicians
NOTE: LaserJet formatter PCAs are rarely the root cause of 49 service errors. Please do not replace
the formatter unless troubleshooting has identified the formatter as the root cause.

1. Turn the printer off, and then on.

2. If the error persists, check the following:

● The error might be caused by a network connectivity problem, such as a bad interface cable, a
bad USB port, or an invalid network configuration setting.

● The error might be caused by the print job, due to an invalid print driver, a problem with the
software application, or a problem with the file being printed.

● Upgrading the printer firmware might help resolve the error.

3. If the error persists, continue troubleshooting with the flowcharts for either Intermittent or
Persistent 49 error troubleshooting (whichever is appropriate) in document c03122817. Search for
the following document on WISE: HP LaserJet FutureSmart Devices - 49 Error Troubleshooting
(Persistent and Intermittent).

NOTE: 48 errors are similar to 49 errors.

50.WX.YZ error messages

50.* errors
Errors in the 50.* family indicate a problem with the fuser.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and remove the fuser. Check the fuser for damage or obstructions. Reinstall or
replace the fuser as needed.

CAUTION: The fuser might be hot.

2. Check the connectors between the fuser and the DC controller and from the fuser to the printer.

3. Replace the fuser. If it has already been replaced, replace the fuser power supply.

480 Chapter 6 Numerical control panel messages

50.FF.01 Fuser error
The temperature of the fuser is less than a certain temperature.

The thermistor can’t measure the fuser temperature. The heat-roller will not heat-up.

Recommended actions for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended actions for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off and remove and then reinstall the fuser. Turn the printer on.

2. Check the power source. Ensure the power source meets the printer requirements. Ensure the
printer is plugged directly into a wall outlet and not into any other device.

NOTE: The voltage during the normal operation should be ±10% of the rated voltage.

3. Ensure that the printer is not located in front of a vent or window where the cool air might interfere
with the ability of the fuser to heat up.

4. Check the connector on the fuser for damage or broken pins. If needed replace the fuser.

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
For instructions: See the Repair Service Manual for this product.

5. Check the connector inside the printer that connects to the fuser. If the connector is damaged,
replace the fuser connector assembly.

Part number: JC39-02076A

50.FF.01 Fuser error 481

 6. If the problem persists, replace the fuser unit.

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
For instructions: See the Repair Service Manual for this product.

7. If the problem persists, replace the fuser drive board (FDB), or the LVPS Type-5, or the main board
as needed.

Part number: FDB 110V - 8GR94-60001

Part number: FDB 220V - 8GR94-60002
For instructions: See the Repair Service Manual for this product.
For instructions: See the Repair Service Manual for this product.

NOTE: The main board PCA should be the last part replaced if needed.

50.FF.02 Fuser error

The pressurized control of the fuser is not operating correctly.

The pressure control unit (cam unit) of the fuser is abnormal.

Recommended actions for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended actions for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off and remove and then reinstall the fuser. Turn the printer on.

2. If the error persists, check to see if when the side-cover closes, the operation sound of the
pressure control unit occurs.

482 Chapter 6 Numerical control panel messages

3. Check if the fuser-motor is functioning correctly using the service-mode.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

b. Test the fuser gap motor and sensor using test 109–0140 Fuser Gap Home Sensor test.

Figure 6-260 Fuser Gap sensor

c. If the fuser gap test fails, verify that the wire harness to the sensor is good and correctly
seated.

d. Check if the encoder disk on the left side of the fuser is damaged or broken. If it is damaged,
replace the fuser.

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
For instructions: See the Repair Service Manual for this product.

Recommended actions for call-center agents and onsite technicians 483

 e.

f. If the motor does not function correctly, replace the fuser drive unit.

Part number: JC93-00449A

4. If the problem persists, replace the fuser drive board (FDB), or the LVPS Type-5, or the main board
as needed.

Part number: FDB 110V - 8GR94-60001

Part number: FDB 220V - 8GR94-60002
For instructions: See the Repair Service Manual for this product.

Part number: LVPS Type-5 110v - JC44-00249A

Part number: LVPS Type-5 220v - JC44-00250A
For instructions: See the Repair Service Manual for this product.

NOTE: The main board PCA should be the last part replaced if needed.

50.FF.yz Fuser error

Fuser error

● 50.FF.03 The fuser unit cannot warm up, the temperature of fuser is less than a certain temperature

● 50.FF.04 A fuser error of the center thermistors temperature slope occurred.

● 50.FF.05 A fault occurred in the center thermistor, center lamp, or center heater control circuit

● 50.FF.06 Temperature of the thermistor is higher than the maximum allowable temperature.

● 50.FF.07 Temperature of the thermistor is higher than the maximum allowable temperature.

● 50.FF.09 The temperature of the center of the fuser changed suddenly (abnormal ADC).

● 50.FF.0A The temperature of the center of the fuser changed suddenly (abnormal ADC).

● 50.FF.0E The temperature measured by the central thermistor is much lower than the control
temperature.

484 Chapter 6 Numerical control panel messages

 ● 50.FF.0F The temperature measured in the central thermistor is much lower than the target
temperature after the warm-up period.

● 50.FF.10 The temperature measured by the side thermistor is much lower than the control
temperature.

● 50.FF.11 The temperature measured in the side thermistor is much lower than the target temperature
after the warm-up period.

Recommended actions for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended actions for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off and remove the fuser unit.

2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.

3. Reinstall the fuser unit and turn the printer on.

4. Check the power source. Ensure the power source meets the printer requirements. Ensure the
printer is plugged directly into a wall outlet and not into any other device.

NOTE: The voltage during the normal operation should be ±10% of the rated voltage.

5. Ensure that the printer is not located in front of a vent or window where the cool air might interfere
with the ability of the fuser to heat up.

6. Check the connector on the fuser for damage or broken pins. If needed replace the fuser.

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
For instructions: See the Repair Service Manual for this product.

Recommended actions for customers 485

 7. Check the connector inside the printer that connects to the fuser. If the connector is damaged,
replace the fuser connector assembly.

Part number: JC39-02076A

8. If the problem persists, replace the fuser unit.

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
For instructions: See the Repair Service Manual for this product.

9. If the problem persists, replace the fuser drive board (FDB), or the LVPS Type-5, or the main board
as needed.

Part number: FDB 110V - 8GR94-60001

Part number: FDB 220V - 8GR94-60002
For instructions: See the Repair Service Manual for this product.
Part number: LVPS Type-5 110v - JC44-00249A
Part number: LVPS Type-5 220v - JC44-00250A
For instructions: See the Repair Service Manual for this product.

NOTE: The main board PCA should be the last part replaced if needed.

54.WX.YZ error messages

54.* errors
Errors in the 54.* family are related to the image-formation system.

● For HP LaserJet printers, they can indicate a problem with the toner cartridges or the transfer unit
(color printers only), or they can indicate a problem with a sensor, such as with the laser/scanner.

● For HP PageWide printers, they can indicate a problem with the calibration process.

486 Chapter 6 Numerical control panel messages

Recommended action for customers
Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Make sure the printer is running the most current version of firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. Check the supplies status page using the Supplies menu on the control panel to verify that toner
cartridges, toner collection unit (TCU), or the transfer belt kit are not past their useful life. Replace
the supplies and maintenance parts as necessary.

To print a Supplies Status Page:

a. From the Home screen on the printer control panel, select Administration.

b. Open the following menus:

i. Reports

ii. Configuration/Status Pages

c. Scroll to and select Supplies Status Page.

d. Select Print to print the page.

To order parts, go to https://www.hp.com/buy/parts.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Check the supplies status page to verify that the toner cartridges, TCU, or the transfer belt kit are
not past their useful life. Replace the supplies and maintenance parts as necessary.

3. For color printers, inspect the transfer belt for damage. Replace the transfer belt if necessary or
instruct the customer to replace it.

4. For color printers, if the error persists, replace the registration assembly.

5. Check the connections between the laser/scanner and the DC controller, and from the laser/
scanner to the printer. Reseat them if necessary. If the error persists, replace the laser scanner.

54.DD.01, 54.DD.02, 50.DD.03 and 54.DD.04 errors

The non-contact sensor in the fuser unit is defective. The sensor signal is abnormal.

● 54.DD.01 The center thermistor sensor has a short circuit.

Recommended action for customers 487

 ● 54.DD.02 The center thermistor sensor has an open circuit.

● 54.DD.03 The side thermistor sensor has a short circuit.

● 54.DD.04 The side thermistor sensor has a open circuit.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, Check the fuser.

a. Run the fuser temperature test.

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 109–0000, Fuser Temperature A and test 109–0010 Fuser Temperature B.

c. Select Start then Get Status. The reading for A should be ~140–170, the reading for B should be
~100–130.

d. If the temperature test is normal, replace the main board PCA.

Part number: 8GR94-60003

For instructions: See the Repair Service Manual for this product.

e. Test the resistance of the fuser on the following pins:

● 2 and 3

● 2 and 4

● 5 and 6

● 5 and 7

The reading should be 300KΩ ~ 500KΩ (@ 25 °C). If the measurement is not in this range,
replace the fuser.

110V fuser part number: Z7Y77-67002

488 Chapter 6 Numerical control panel messages

 220V fuser part number: Z9M03-67002
For instruction: See the Repair Service Manual for this product.

f. If the resistance measures OK, replace the main board PCA.

Part number: 8GR94-60003

For instructions: See the Repair Service Manual for this product.

3. If the fuser is replaced, reset the fuser kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● On the Information tab, select Supply Status

● Field Replaceable Unit

b. Select Fuser.

c. Select Fuser Kit. Press Reset to clear the kit count.

d. Exit the service mode by touching the home button.

54.DD.05, 54.DD.06 and 54.DD.07 error

The inner temperature sensor detected a breach of its upper or lower limit.

● 54.DD.05 The center thermistor sensor has an open circuit.

● 54.DD.06 The output of the fuser inner temperature sensor is less than the minimum value
permitted.

● 54.DD.07 The output of the fuser inner temperature sensor is more than the maximum value
permitted.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Check the fuser.

a. Turn the printer off.

b. Open the right side cover.

54.DD.05, 54.DD.06 and 54.DD.07 error 489

 c. Remove the fuser.

d. Check the connector between the fuser and the engine for damage. Replace the fuser as
needed.

e. If the connection is OK, replace the fuser.

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
For instruction: See the Repair Service Manual for this product.

3. If the error persists, replace the main board PCA.

Part number: 8GR94-60003

For instructions: See the Repair Service Manual for this product.

4. If the fuser is replaced, reset the fuser kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● On the Information tab, select Supply Status

● Field Replaceable Unit

b. Select Fuser.

c. Select Fuser Kit. Press Reset to clear the kit count.

d. Exit the service mode by touching the home button.

54.DD.08, 54.DD.09, 54.DD.0A, 54.DD.0B, 54.DD.0C, and 54.DD.0D error

An error has occurred with the temperature or humidity sensor.

490 Chapter 6 Numerical control panel messages

 ● 54.DD.08 The outer temperature sensor is faulty or not connected.

● 54.DD.09 The output of the outer temperature sensor is less than the minimum value permitted.

● 54.DD.0A The output of the outer temperature sensor is more than the maximum value permitted.

● 54.DD.0B The humidity sensor is faulty or not connected.

● 54.DD.0C The humidity sensor output is less than the minimum value permitted.

● 54.DD.0D The humidity sensor output is more than the maximum value permitted.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off, and then on.

2. Check the temperature sensor.

a. Turn the printer off.

b. Remove the control panel bezel.

i. Open the document feeder, and then remove three screws.

ii. Place the control panel in the upright position.

iii. Gently pry the control panel bezel from the center screw hole, and the pry from the center
of the control panel bezel to the edge release.

CAUTION: Do not pry against the scanner glass when removing the control panel bezel.

Recommended action for customers 491

 c. Disconnect and reconnect the connector between the temperature sensor and the main
board PCA to ensure the connectors are seated correctly and are not damaged.

d. Turn the printer on, and retest.

e. If the error persists, replace the temperature/humidity sensor.

Part number: JC93-00486A

3. If the error persists, replace the main board PCA.

Part number: 8GR94-60003

For instructions: See the Repair Service Manual for this product.

56.WX.YZ error messages

56.* errors
Errors in the 56.* family indicate a communication problem with an optional paper tray or other external
accessory.

Recommended action
Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. Turn the printer off, and then on.

2. If any third-party hardware is installed, remove it and try printing again.

3. If an optional paper tray is installed, remove it. Check the connectors on the tray for damage. If the
connector is damaged, replace the tray.

4. Reinstall the tray, and make sure it is correctly seated.

492 Chapter 6 Numerical control panel messages

57.WX.YZ error messaages
57.* errors
Errors in the 57.* family indicate a problem with a fan.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Press the Power button on the front of the printer to turn it off, and then wait 10 seconds.

2. Press the Power button again to turn on the printer.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Use the printer troubleshooting manual to identify the locations of each fan. Turn the printer off and
then on, and listen for noise coming from the area of each fan. Replace any fan that is not making
noise.

2. Update the firmware to the latest version. If the latest version firmware is already installed, reinstall
it now.

For more information, see:

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions
For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

3. Remove enough parts to access the DC controller or the power supply PCA. Check the
connections from each fan to the DC controller or power supply PCA. Reseat them if necessary.

4. With the DC controller or power supply PCA exposed, turn the printer on. Immediately measure the
voltage between the connectors for each fan and the DC controller. If the voltage changes from 0V
to approximately 24V during the power-on cycle, replace the affected fan. If the voltage remains at
0V, replace the DC controller.

57.00.01, 57.00.02 Fan failure

Switching mode power supply (SMPS) fan error.

● 57.00.01 The SMPS fan was not activated, but the printer indicates that it is operating.

● 57.00.02 The SMPS fan was activated, but it did not start.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

57.* errors 493

 Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Check if the fan is operating correctly.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 100-0260, SMPS Fan Run.

c. If the fan does not function, remove the rear cover.

d. Check if the corresponding fan connector is connected correctly.

e. If the fan is not operational, measure the fan 24V power (the red and black wires on the
connector).

f. If the 24V power is generated, replace the defective fan.

Part number: JC31-00161A

For instructions: See the Repair Service Manual for this product.

3. If the 24V power is not being generated, measure the 24V power on the SMPS (LVPS) board. If the
SMPS board is defective, replace it.

Part number (110V): JC44-00091D

Part number (220V): JC44-00092D
For instructions: See the Repair Service Manual for this product.

4. If the SMPS board is normal, replace the main board.

Part number: JC92-02947B

For instructions: See the Repair Service Manual for this product.

5. If the fan operation is normal, but the error persists, check the yellow line signal with digital volt
meter (3.3V).

6. Check that the fan operation is 3.3V when connected and disconnected.

a. If the voltage is 0V when connected and disconnected, check the wiring harness.

b. If the wiring harness is OK, replace the main board.

Part number: JC92-02947B

494 Chapter 6 Numerical control panel messages

 For instructions: See the Repair Service Manual for this product.

c. If the signal value is not 0V when fan is running, replace the fan.

Part number: JC31-00161A

For instructions: See the Repair Service Manual for this product.

57.00.03, 57.00.04, 57.00.28, 57.00.29 Fan failure

Duplex fan error.

● 57.00.03 Duplex fan 1 was not activated, but the printer indicates that it is operating.

● 57.00.04 Duplex fan 1 operates, but it stops after a certain amount of time.

● 57.00.28 Duplex fan 2 was not activated, but the printer indicates that it is operating.

● 57.00.29 Duplex fan 2 operates, but it stops after a certain amount of time.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off, and then on.

2. Check if the fan is operating correctly.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 100-0160, Duplex Fan 1 Run, and test 100-0161, Duplex Fan 2 Run.

c. Check if the corresponding fan connector is connected correctly on the duplexer unit.

d. If the fan is not operational, measure the fan 24V power (the red and black wires on the
connector).

57.00.03, 57.00.04, 57.00.28, 57.00.29 Fan failure 495

 e. If the 24V power is generated, replace the defective fan.

Part number: JC31-00160C

3. If the 24V power is not being generated, measure the 24V power on the SMPS (LVPS) board. If the
SMPS board is defective, replace it.

Part number (110V): JC44-00091D

Part number (220V): JC44-00092D
For instructions: See the Repair Service Manual for this product.

4. If the SMPS board is normal, replace the main board.

Part number: JC92-02947B

For instructions: See the Repair Service Manual for this product.

5. If the fan operation is normal, but the error persists, check the yellow line signal with digital volt
meter (3.3V).

6. Check that the fan operation is 3.3V when connected and disconnected.

a. If the voltage is 0V when connected and disconnected, check the wiring harness.

b. If the wiring harness is OK, replace the main board.

Part number: JC92-02947B

For instructions: See the Repair Service Manual for this product.

c. If the signal value is not 0V when fan is running, replace the fan.

Part number: JC31-00160C

57.00.13, 57.00.14, Fan failure

Fuser out fan error.

● 57.00.13 The fuser out fan was not activated, but the printer indicates that it is operating.

● 57.00.14 The fuser out fan was activated, but the printer indicates that it is stopped.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Check if the fan is operating correctly.

a. Open the following menus:

● Support Tools

496 Chapter 6 Numerical control panel messages

 ● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 109-0040, Fuser Fan Run.

c. Check if the corresponding fan connector is connected correctly.

d. If the fan is not operational, measure the fan 24V power (the red and black wires on the
connector).

e. If the 24V power is generated, replace the defective fan.

Part number: JC31-00161A

For instructions: See the Repair Service Manual for this product.

3. If the 24V power is not being generated, measure the 24V power on the SMPS (LVPS) board. If the
SMPS board is defective, replace it.

Part number (110V): JC44-00091D

Part number (220V): JC44-00092D
For instructions: See the Repair Service Manual for this product.

4. If the SMPS board is normal, replace the main board.

Part number: JC92-02947B

For instructions: See the Repair Service Manual for this product.

5. If the fan operation is normal, but the error persists, check the yellow line signal with digital volt
meter (3.3V).

6. Check that the fan operation is 3.3V when connected and disconnected.

a. If the voltage is 0V when connected and disconnected, check the wiring harness.

b. If the wiring harness is OK, replace the main board.

Part number: JC92-02947B

For instructions: See the Repair Service Manual for this product.

c. If the signal value is not 0V when fan is running, replace the fan.

Part number: JC31-00161A

For instructions: See the Repair Service Manual for this product.

Recommended action for call-center agents and onsite technicians 497

 59.WX.YZ error messages
59.* errors
Errors in the 59.* family indicate a problem with one of the motors or with the lifter drive assembly for
one of the trays.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Check all connections on the main control board of the printer, (DC controller, Engine control board
ECB) each motor, and to the paper feeder drive PCA (for an optional paper feeder). Reseat them if
necessary.

59.00.10, 59.00.20 Motor error

Registration/MP motor error.

● 59.00.10 The motor is operating, but the printer indicates that it is stopped.

● 59.00.20 The motor was not activated, but the printer indicates that it is operating.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off, and then on.

2. Check the registration/MP motor.

a. Open the side cover.

498 Chapter 6 Numerical control panel messages

b. Check if there is any foreign substance or paper around registration/MP unit preventing the
rollers from turning. If there is any damage, replace the drive assembly.

Part number: JC93-00443A

For instructions: See the Repair Service Manual for this product.

c. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

d. Run test 100-0000, Main BLDC Motor.

e. If the test fails, check if the wire harness on the drive assembly and main board are connected
correctly.

Figure 6-261 Connector 21 on the main board PCA

Recommended action for call-center agents and onsite technicians 499

 f. Test the 24V motor power on pins 1 and 2 of the motor connection (24V ± 5%).

g. If the voltage is good, replace the motor.

Part number: JC31-00123B

500 Chapter 6 Numerical control panel messages

h. If the power is abnormal, check the 24V to chassis ground on the main board PCA from the
LVPS type 5.

Figure 6-262 Connector 17 on the main board PCA

i. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from
the LVPS. (24V ± 5%).

j. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number: (110V) JC44-00249A

Part number: (220V) JC44-00250A
For instructions: See the Repair Service Manual for this product.

k. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace
the main board PCA.

Part number: 8GR94-60003

For instructions: See the Repair Service Manual for this product.

Recommended action for call-center agents and onsite technicians 501

 3. Check the motor signal 3.3V from the main board PCA.

a. Test the motor signal voltage on pin 7 with the motor test running and stopped. The voltage
should be ~0V when running and 3.3V ± 5% when stopped.

Figure 6-263 Test pin 7 to chassis ground

b. If the voltage is ~0V continually, check the wiring harness.

c. If the harness is OK, replace the main board PCA.

Part number: 8GR94-60003

For instructions: See the Repair Service Manual for this product.

d. If the value is normal, replace the motor.

Part number: JC31-00123B

59.00.30, 59.00.40 Motor error

Fuser motor error.

● 59.00.30 The fuser motor is operating, but the printer indicates that it is stopped.

● 59.00.40 The fuser motor was not activated, but the printer indicates that it is operating.

Recommended action for customers

1. Turn the printer off, and then on.

502 Chapter 6 Numerical control panel messages

 2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off, and then on.

2. Check the fuser and fuser gear drive.

a. Turn the printer off.

b. Remove and inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
For instruction: See the Repair Service Manual for this product.

c. Physically inspect the fuser drive gears for any obstructions or damage. If the damage or
obstructions can not be cleared, replace the fuser drive.

Part number: JC93-00441A

For instructions: See the Repair Service Manual for this product.

3. If the fuser and gear drive are OK, check the fuser drive motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. 109-0030, Fuser Motor Forward. If the motor functions correctly, skip to checking the signal
voltage on the main board PCA.

Recommended action for call-center agents and onsite technicians 503

 c. If the test fails, check if the wire harness on the drive assembly and main board are connected
correctly.

Figure 6-264 Connector 15 on the main board PCA

504 Chapter 6 Numerical control panel messages

d. Test the 24V motor power on pins 1 and 2 of the motor connection (24V ± 5%).

e. If the voltage is good, replace the motor.

Part number: JC31-00123B

f. If the power is abnormal, check the 24V to chassis ground on the main board PCA from the
LVPS type 5.

Recommended action for call-center agents and onsite technicians 505

 Figure 6-265 Connector 17 on the main board PCA

g. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from
the LVPS. (24V ± 5%).

h. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number: (110V) JC44-00249A

Part number: (220V) JC44-00250A
For instructions: See the Repair Service Manual for this product.

i. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace
the main board PCA.

Part number: 8GR94-60003

For instructions: See the Repair Service Manual for this product.

4. Check the motor signal 3.3V from the main board PCA.

506 Chapter 6 Numerical control panel messages

 a. Test the motor signal voltage on pin 7 with the motor test running and stopped. The voltage
should be ~0V when running and 3.3V ± 5% when stopped.

Figure 6-266 Test pin 7 to chassis ground

b. If the voltage is ~0V continually, check the wiring harness.

c. If the harness is OK, replace the main board PCA.

Part number: 8GR94-60003

For instructions: See the Repair Service Manual for this product.

d. If the value is normal, replace the motor.

Part number: JC31-00123B

59.00.90, 59.00.A0 Motor error

ITB motor error.

● 59.00.90 The ITB motor is operating, but the printer indicates that it is stopped.

● 59.00.A0 The ITB motor is operating, but the printer indicates that it is stopped.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

59.00.90, 59.00.A0 Motor error 507

 Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off, and then on.

2. Remove the ITB cleaner and ITB unit. Check if there is any foreign substance or paper in the ITB
unit.

3. Ensure the transfer belt moves freely. If it does not or if it is damaged, replace the ITB.

Part number: 5PN63-67001

For instructions: See the Repair Service Manual for this product.

4. Check the ITB motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. 109-0450, ITB Motor. If the motor functions correctly.

508 Chapter 6 Numerical control panel messages

c. If the test fails, check if the wire harness on the drive assembly and connector 21 on main
board are connected correctly.

Figure 6-267 Main board PCA

Recommended action for call-center agents and onsite technicians 509

 d. Test the 24V motor power on pins 1 and 2 of the motor connection (24V ± 5%).

e. If the voltage is good, replace the motor.

Part number: JC31-00123B

510 Chapter 6 Numerical control panel messages

f. If the power is abnormal, check the 24V on the main board PCA to chassis ground. Measure
the voltage on connector 17 of the main board PCA from the LVPS type 5.

Figure 6-268 Main board PCA

g. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from
the LVPS. (24V ± 5%).

h. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number: (110V) JC44-00249A

Part number: (220V) JC44-00250A
For instructions: See the Repair Service Manual for this product.

i. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace
the main board PCA.

Part number: 8GR94-60003

For instructions: See the Repair Service Manual for this product.

Recommended action for call-center agents and onsite technicians 511

 5. Check the motor signal 3.3V from the main board PCA.

a. Test the motor signal voltage on pin 7 with the motor test running and stopped. The voltage
should be ~0V when running and 3.3V ± 5% when stopped.

Figure 6-269 Test pin 7 to chassis ground

b. If the voltage is ~0V continually, check the wiring harness.

c. If the harness is OK, replace the main board PCA.

Part number: 8GR94-60003

For instructions: See the Repair Service Manual for this product.

d. If the value is normal, replace the motor.

Part number: JC31-00123B

59.00.F0 Motor error

ITB engage motor error.

The motor that moves the ITB transfer 1 roller operates, but the position of the ITB transfer 1 roller does
not change.

Recommended action for customers

1. Turn the printer off, and then on.

512 Chapter 6 Numerical control panel messages

 2. If the error persists, please contact customer support.

Recommended action for call-center

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off, and then on.

2. Ensure the printer has version 4.10 or newer firmware. To identify the current firmware version
installed, print or view a Configuration Page to identify the bundle of firmware installed on the MFP.

a. At the control panel, select the Reports icon.

b. Select Configuration/Status Pages.

c. Check the Configuration Page box and select the View or Print icon.

d. On the configuration page, under the Device Information heading, locate the Firmware Bundle
Version.

e. If the firmware bundle version is less than 4.10, update the firmware.

Figure 6-270 Check the firmware version

NOTE: For more information about this error and how to update the firmware, go to WISE and
search for the following document:

HP LaserJet Managed MFP E77822-E77830, E78323-E78330, E87640-E87660 - 59.00.F0 error

(Document ID: c06541335)

3. If the error continues, dispatch an onsite technician with an ITB.

Part number: JC98-00980D

Recommended action for onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off, and then on.

Recommended action for call-center 513

 2. Open the right-side cover, then remove and reconnect the ITB connector to ensure it is seated
correctly.

Figure 6-271 ITB connector

3. Ensure the printer has version 4.10 or newer firmware. To identify the current firmware version
installed, print or view a Configuration Page to identify the bundle of firmware installed on the MFP.

a. At the control panel, select the Reports icon.

b. Select Configuration/Status Pages.

c. Check the Configuration Page box and select the View or Print icon.

d. On the configuration page, under the Device Information heading, locate the Firmware Bundle
Version.

e. If the firmware bundle version is less than 4.10, update the firmware.

Figure 6-272 Check the firmware version

NOTE: For more information about this error and how to update the firmware, go to WISE and
search for the following document:

HP LaserJet Managed MFP E77822-E77830, E78323-E78330, E87640-E87660 - 59.00.F0 error

(Document ID: c06541335)

4. If the error continues, replace the ITB.

Part number: JC98-00980D

514 Chapter 6 Numerical control panel messages

5. If the error continues, test the T1 engage motor.

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04077817

iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

b. Run test number 100-0080, ITB Engagement Motor.

● If there is a motor noise or the motor is not operating normally, remove the rear cover.
Rotate the T1 engage motor in the main drive unit manually. If the motor operation is stiff,
replace the motor.

Part number: JC93-00452A

● Remove the ITB from the printer and check if the photo sensor is contaminated or
assembled incorrectly. Clean the sensor, reassemble or replace the sensor as needed.

View the following video that shows how to remove and replace the ITB:
Removing and Replacing the Intermediate transfer belt (ITB) unit HP Color LaserJet MFP
E77822, E77825, E77830 Series
ITB Sensor part number: 0604-001393

Figure 6-273 ITB sensor

6. If the motor is operational, run the ITB engagement test with the ITB removed and watch for the
engage gear to rotate. If the gear is not operating correctly, replace the main sub drive unit.

Part number: JC93-00914B

For instructions: See the Repair Service Manual for this product.

Recommended action for onsite technicians 515

 Figure 6-274 ITB engagement gear

7. If the error continues, elevate the case using standard support processes.

59.0X.50, 59.0X.60 Motor error

OPC motor error.

● 59.05.50 The black OPC motor is operating, but the printer indicates that it is stopped.

● 59.05.60 The black OPC motor was not activated, but the printer indicates that it is operating.

● 59.06.50 The cyan OPC motor is operating, but the printer indicates that it is stopped.

● 59.06.60 The cyan OPC motor was not activated, but the printer indicates that it is operating.

● 59.07.50 The magenta OPC motor is operating, but the printer indicates that it is stopped.

● 59.07.60 The magenta OPC motor was not activated, but the printer indicates that it is operating.

● 59.08.50 The yellow OPC motor is operating, but the printer indicates that it is stopped.

● 59.08.60 The yellow OPC motor was not activated, but the printer indicates that it is operating.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off, and then on.

2. If the error persists, check the image drum.

a. Open the front and side cover.

b. Remove the toner collection unit.

516 Chapter 6 Numerical control panel messages

 c. Remove the failing image drum unit.

d. Ensure that the drum rotates freely and is not damaged. Replace the image drum as needed.

Part number: W9215-67901

For instructions: See the Repair Service Manual for this product.

3. If the image drum is OK, check the OPC motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run the following test for the failing color:

● 100-0041, Yellow Drum Motor.

● 100-0042, Magenta Drum Motor.

● 100-0043, Cyan Drum Motor.

● 100-0044, Black Drum Motor.

Recommended action for call-center agents and onsite technicians 517

 c. If the test fails, remove the rear cover and check if the wire harness on the drive assembly and
connector 21 on the main board PCA are seated correctly.

Figure 6-275 Main board PCA

d. Perform the motor test again and watch the failing color motor for rotation.

518 Chapter 6 Numerical control panel messages

e. If the motor does not function correctly, test the 24V motor power on pins 1 and 2 of the motor
connection (24V ± 5%).

f. If the voltage is good, replace the motor.

Part number: JC31-00123A

Recommended action for call-center agents and onsite technicians 519

 g. If the power is abnormal, check the 24V on the main board PCA to chassis ground. Measure
the voltage on connector 17 of the main board PCA from the LVPS type 5.

Figure 6-276 Main board PCA

h. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from
the LVPS. (24V ± 5%).

i. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number: (110V) JC44-00249A

Part number: (220V) JC44-00250A
For instructions: See the Repair Service Manual for this product.

j. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace
the main board PCA.

Part number: 8GR94-60003

For instructions: See the Repair Service Manual for this product.

520 Chapter 6 Numerical control panel messages

 4. Check the motor signal 3.3V from the main board PCA.

a. Test the motor signal voltage on pin 7 with the motor test running and stopped. The voltage
should be ~0V when running and 3.3V ± 5% when stopped.

Figure 6-277 Test pin 7 to chassis ground

b. If the voltage is ~0V continually, check the wiring harness.

c. If the harness is OK, replace the main board PCA.

Part number: 8GR94-60003

For instructions: See the Repair Service Manual for this product.

d. If the value is normal, replace the motor.

Part number: JC31-00123A

59.09.00 Motor error

CPR shutter motor error.

The motor that moves the CPR shutter operates, but the position of the CPR shutter does not change.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

59.09.00 Motor error 521

 Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Check whether any paper or a obstructions are jamming the CPR shutter and causing it to fail.
Remove jams or obstructions as needed.

3. Check the CPR motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 112-0200, ACR Shutter Motor Run.

522 Chapter 6 Numerical control panel messages

 c. If the CPR shutter motor does not operate, remove the front cover and check the connection
to the CPR motor.

d. Retest the motor.

e. If the test fails, remove the motor from the printer without disconnecting the wires.

f. Rerun the motor test.

g. If the motor does not function correctly, replace the CPR shutter drive.

Part number: JC93-00894A

For instructions: See the Repair Service Manual for this product.

h. If the motor functions correctly when not connected to the printer, replace the main frame
CPR assembly

Part number: JC93-00895A

For instructions: See the Repair Service Manual for this product.

4. If the issue persists and the CPR drive has not been replaced, replace the CPR shutter drive.

Part number: JC93-00894A

For instructions: See the Repair Service Manual for this product.

Recommended action for call-center agents and onsite technicians 523

 59.0X.70, 59.1X.B0, 59.0X.90, 59.1X.C0 Motor error
Toner supply motor error.

NOTE: 59.0X.70, 59.0X.90: These event codes are for FutureSmart firmware versions prior to 5.2.

59.1X.B0, 59.1X.C0: These event codes are for FutureSmart firmware versions 5.2 and later.

● 59.05.70, 59.10.B0 The black toner supply motor operates, but the toner is not supplied.

● 59.06.70, 59.11.B0 The cyan toner supply motor operates, but the toner is not supplied.

● 59.07.70, 59.12.B0 The magenta toner supply motor operates, but the toner is not supplied.

● 59.08.70, 59.13.B0 The yellow toner supply motor operates, but the toner is not supplied.

● 59.05.90, 59.10.C0 Black toner motor error

● 59.06.90, 59.11.C0 Cyan toner motor error

● 59.07.90, 59.12.C0 Magenta toner motor error

● 59.08.90, 59.13.C0 Yellow toner motor error

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off, and then on.

2. Check the toner supply line.

a. Open the front cover.

b. Remove the toner collection unit.

524 Chapter 6 Numerical control panel messages

 c. Fold down the toner supply shutter and check If the toner supply pipe is blocked. It the pipe is
clog or blocked, open it.

IMPORTANT: Ensure that the toner supply shutter is back in the up position before
continuing.

3. Turn the printer off, and then on. Verify if the error is still present.

4. If previous checks are normal, check the toner dispense motor for the failing color.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run the following test:

Select one of the following tests:

NOTE: Remove the toner cartridge before starting the test.

● 111-0030, Toner Dispense Motor Black

● 111-0020, Toner Dispense Motor Cyan

● 111-0010, Toner Dispense Motor Magenta

● 111-0000, Toner Dispense Motor Yellow

c. While the test is running, listen for the motor to turn on and run.

Recommended action for call-center agents and onsite technicians 525

 d. If the motor fails, check the operation of the idle feeding duct gear (callout 1) and toner duct
gear (callout 2) If the gear is broken, replace the defective part.

Callout 1: Feed duct gear

Callout 2: Toner duct gear

Idle feeding duct gear part number: JC66-03166A

Toner duct part number: JC93-00483B

e. If the motor test fails, measure the voltage on the failing color motor connector.

f. If 24V is measured on the connector, replace the toner motor.

Part number: 5QJ83-64002 (DRIVE TONER SUPPLY)

526 Chapter 6 Numerical control panel messages

g. If the 24V is not being supplied, check the 24V on connector 17 to chassis ground on the main
board PCA from the LVPS type 5.

Figure 6-278 Main board PCA

h. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from
the LVPS. (24V ± 5%).

i. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number: (110V) JC44-00249A

Part number: (220V) JC44-00250A
For instructions: See the Repair Service Manual for this product.

j. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace
the main board PCA.

Part number: 8GR94-60003

Recommended action for call-center agents and onsite technicians 527

 For instructions: See the Repair Service Manual for this product.

5. If the error persists, replace the main board PCA.

Part number: 8GR94-60003

For instructions: See the Repair Service Manual for this product.

60.WX.YZ error messages

60.00.02 or 60.01.02
Indicates tray 2 did not lift properly.

This error can occur if the following exists:

● The left paper guide in the tray is not correctly set.

● If the stack is not correctly placed against the right side of the tray, the pick roller will not be lifted
and the error will occur.

● If paper gets stuck between the tray and drive coupling at rear of tray opening.

Recommended action for customers

1. Open the indicated tray and remove all paper from the tray.

2. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray. The arrow on the guide should line up exactly with the line connected to the paper size
designation. Ensure that the tray is not filled above the fill mark on the tray.

3. Ensure the paper is correctly placed against the right side of the tray.

4. Reload the paper into the tray and close the paper tray.

5. If the error persists, turn the printer off, and then on.

6. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Open the indicated tray and remove all paper from the tray.

528 Chapter 6 Numerical control panel messages

2. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray. The arrow on the guide should line up exactly with the line connected to the paper size
designation. Ensure that the tray is not filled above the fill mark on the tray.

3. Check the tray lift mechanism.

a. Remove tray 2 and examine the lift gear mechanism on the rear of the tray.

Figure 6-279 Lift gear mechanism

b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.

Tray 2 part number: JC90-01619A

4. If the tray is good, test the tray lift motor.

a. Make sure tray 2 is removed from the printer.

NOTE: Do NOT run the following test with the tray in place. The tray lift gear mechanism will
be damaged.

b. Enter service mode by opening the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

Recommended action for call-center agents and onsite technicians 529

 ● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 100-0200 (Tray 2 elevating motor).

d. Start the motor test and observe the drive coupling at the rear of the tray opening. If the
coupling does not rotate, replace the pickup lift drive assembly.

Pickup/lift drive assembly part number: JC93-00442A

For instructions E72xxx series: See the Repair Service Manual for this product.
For instructions E77xxx series: See the Repair Service Manual for this product.

5. If the previous tests are good, test the stack height sensor for the tray to ensure in is functioning
correctly.

NOTE: Tray lift is detected by the stack height sensor located on the pickup unit.

a. To test the sensor, enter service mode and select 102-0050 tray 2 stack height sensor.

b. Open the tray and remove the paper.

c. Close the tray and execute the test. Get Status. Should indicate HIGH.

d. Open, then close the tray and Get Status while the tray is lifting. Should indicate LOW.

e. If the sensor fails to change, replace the sensor.

Sensor part number: 0604-001393

Pickup unit part number: JC93-00510A
For instructions E72xxx series: See the Repair Service Manual for this product.
For instructions E77xxx series: See the Repair Service Manual for this product.

60.00.03 or 60.01.03
Indicates tray 3 did not lift properly.

This error can occur if the following exists:

● The left paper guide in the tray is not correctly set.

● If the stack is not correctly placed against the right side of the tray, the pick roller will not be lifted
and the error will occur.

● If paper gets stuck between the tray and drive coupling at rear of tray opening.

Recommended action for customers

1. Open the indicated tray and remove all paper from the tray.

530 Chapter 6 Numerical control panel messages

 2. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray. The arrow on the guide should line up exactly with the line connected to the paper size
designation. Ensure that the tray is not filled above the fill mark on the tray.

3. Ensure the paper is correctly placed against the right side of the tray.

4. Reload the paper into the tray and close the paper tray.

5. If the error persists, turn the printer off, and then on.

6. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Open the indicated tray and remove all paper from the tray.

2. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray. The arrow on the guide should line up exactly with the line connected to the paper size
designation. Ensure that the tray is not filled above the fill mark on the tray.

3. Check the tray lift mechanism.

Recommended action for call-center agents and onsite technicians 531

 a. Remove tray 3 and examine the lift gear mechanism on the rear of the tray.

Figure 6-280 Lift gear mechanism

b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.

Tray 3 part number: JC90-01620A

4. If the tray is good, test the tray lift motor.

a. Make sure tray 3 is removed from the printer.

NOTE: Do NOT run the following test with the tray in place. The tray lift gear mechanism will
be damaged.

b. Enter service mode by opening the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 100-0210 (Tray 3 elevating motor).

d. Start the motor test and observe the drive coupling at the rear of the tray opening. If the
coupling does not rotate, replace the pickup/lift drive assembly or pickup/lift drive motor

Pickup/lift drive assembly part number: JC93-00442A

For instructions E72xxx series: See the Repair Service Manual for this product.
For instructions E77xxx series: See the Repair Service Manual for this product.

532 Chapter 6 Numerical control panel messages

 5. If the previous tests are good, test the stack height sensor for the tray to ensure in is functioning
correctly.

NOTE: Tray lift is detected by the stack height sensor located on the pickup unit.

a. To test the sensor, enter service mode and select 102-0120 tray 3 stack height sensor.

b. Open the tray and remove the paper.

c. Close the tray and execute the test. Get Status. Should indicate HIGH.

d. Open, then close the tray and Get Status while the tray is lifting. Should indicate LOW.

e. If the sensor fails to change, replace the sensor.

Sensor part number: 0604-001393

Pickup unit part number: JC93-00510A
For instructions E72xxx series: See the Repair Service Manual for this product.
For instructions E77xxx series: See the Repair Service Manual for this product.

60.00.04 or 60.01.04
indicates tray 4 did not lift properly.

IMPORTANT: There error can occur on either the HP dual cassette feeder or the HP high capacity
input.

This error can occur if the following exists:

● The left paper guide in the tray is not correctly set.

● If the stack is not correctly placed against the right side of the tray, the pick roller will not be lifted
and the error will occur.

● If paper is over-filled in the tray.

HP dual cassette feeder, tray 4 and 5; Recommended action for customers

1. Open the indicated tray and remove all paper from the tray.

60.00.04 or 60.01.04 533

 2. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray. The arrow on the guide should line up exactly with the line connected to the paper size
designation. Ensure that the tray is not filled above the fill mark on the tray.

3. Ensure the paper is correctly placed against the right side of the tray.

4. Reload the paper into the tray and close the paper tray.

5. If the error persists, turn the printer off, and then on.

6. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

HP high capacity input tray; Recommended action for customers

1. Open the 2000 sheet feeder, tray 4.

2. Removal all the paper and close the tray to see if the tray will lift correctly.

534 Chapter 6 Numerical control panel messages

3. Reload the paper and ensure the paper is correctly loaded in both sides of the cassette without
going above the maximum paper loading limit.

Figure 6-281 Paper loaded incorrectly

Figure 6-282 Paper loaded correctly

HP high capacity input tray; Recommended action for customers 535

 4. Ensure both sides of the tray are not overloaded and the paper does not cover and part of the
maximum height label.

5. close the tray to see if the error has disappeared.

6. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

HP dual cassette feeder, tray 4; Recommended action for call-center agents and onsite technicians

1. Open the indicated tray and remove all paper from the tray.

2. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray. The arrow on the guide should line up exactly with the line connected to the paper size
designation. Ensure that the tray is not filled above the fill mark on the tray.

3. Check the tray lift mechanism.

a. Remove tray 4 and examine the lift gear mechanism on the rear of the tray.

Figure 6-283 Lift gear mechanism

b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.

Tray 4 part number: JC90-01666A

4. If the tray is good, test the tray lift motor.

536 Chapter 6 Numerical control panel messages

 a. Make sure tray 4 is removed from the printer.

NOTE: Do NOT run the following test with the tray in place. The tray lift gear mechanism will
be damaged.

b. Enter service mode by opening the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 100-0220 (Tray 4 elevating motor).

d. Start the motor test and observe the drive coupling at the rear of the tray opening. If the
coupling does not rotate, replace the pickup/lift drive assembly or pickup/lift drive motor

Pickup/lift drive assembly part number: JC93-00442B

For instructions: See the Repair Service Manual for this product.

5. If the previous tests are good, test the stack height sensor for the tray to ensure in is functioning
correctly.

NOTE: Tray lift is detected by the stack height sensor located on the pickup unit.

a. To test the sensor, enter service mode and select 102-0190 tray 4 stack height sensor.

b. Open the tray and remove the paper.

c. Close the tray and execute the test. Get Status. Should indicate HIGH.

d. Open, then close the tray and Get Status while the tray is lifting. Should indicate LOW.

e. If the sensor fails to change, replace the sensor.

Sensor part number: 0604-001393

Pickup unit part number: JC93-00513A
For instructions: See the Repair Service Manual for this product.

HP high capacity input tray: Recommended action for call-center agents and onsite technicians
Paper may be found trapped inside the housing of the 2,000-sheet HCI, between the cassette and the
rear of the HCI’s housing. The paper can fall behind the cassette when sliding it in to close it. The sheet
of paper then gets smashed and trapped between the gear train of the cassette and the coupling/motor
located in the back of the HCI’s housing.

HP high capacity input tray: Recommended action for call-center agents and onsite technicians 537
 1. Completely remove the cassette from the HCI housing and look for any paper trapped behind the
cassette.

2. Inspect both couplings; make sure they are not broken.

3. If the parts are found damaged or broken, replace the COMPLETE 2,000-sheet HCI. There is a
chance that other parts are also broken.

Part numbers:
E7 series HCI: Y1F99-67901
E8 series HCI: Y1G21-67901

4. With the Tray 4 cassette completely out, run the Tray 4 Elevating Motor diagnostic test using the
following code: 100-02201.

NOTE: The following steps must be followed exactly to run the Lift Motor Test.

a. Remove the Tray 4 cassette.

b. Start the diagnostic test 100-0220 (nothing will move).

538 Chapter 6 Numerical control panel messages

 c. Push the actuator shown on this picture below, which corresponds to the presence of the Tray
4 cassette.

d. If the motor is working, it will start turning while the actuator is pushed.

e. Replace the Lift Motor if it does not turn.

Part number: JC93-01118A

5. Check the Tray shift mechanism to ensure that it moves freely back and forth as shown on the
picture below.

6. Check for the proper connection and functionality of the sensor for “Gate Solenoid Home Sensor”
using diagnostic code 102-0736. The following steps need to be followed in detail to check the
sensor:

a. Start the 102-0736 test with the cassette in the closed position and check the status of the
sensor, which should be High.

b. Open the cassette and use a piece of paper or tape to hold the gate in the open position.
Close the cassette.

HP high capacity input tray: Recommended action for call-center agents and onsite technicians 539
 c. Check the sensor status to see if it switches from High to Low when the gate is in the open
position.

d. If the sensor does not toggle and is well connected, replace the cassette assembly:

E7 series HCI: Y1F99-67901

E8 series HCI: Y1G21-67901

7. Ensure that the paper is properly loaded in both sides of the cassette without going above the
maximum paper loading limit. (Refer to the images below.)

NOTE: Observe how the paper is covering the maximum limit sticker and notice how the paper is
no longer flat; it is curving up. This is the reason the paper becomes damaged by pushing against
the metal guides located on the right side. Paper can go behind the cassette when opening it to
clear a jam condition from the HCI; especially when the left side of the cassette is overloaded.

Figure 6-284 Paper loaded incorrectly

540 Chapter 6 Numerical control panel messages

 Figure 6-285 Paper loaded correctly

8. Check the functionality of the device by opening and closing the cassette tray 10 times.

9. Instruct the end users how to correctly load paper into the 2,000-sheet HCI, so neither the left or
right side gets overloaded with paper.

60.00.05 or 60.01.05
indicates tray 5 did not lift properly.

IMPORTANT: There error can occur on either the HP dual cassette feeder or the HP 3000 sheet side
high capacity input.

This error can occur if the following exists:

● The left paper guide in the tray is not correctly set.

● If the stack is not correctly placed against the right side of the tray, the pick roller will not be lifted
and the error will occur.

● If paper is over-filled in the tray.

HP dual cassette feeder, tray 4 and 5; Recommended action for customers

1. Open the indicated tray and remove all paper from the tray.

60.00.05 or 60.01.05 541

 2. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray. The arrow on the guide should line up exactly with the line connected to the paper size
designation. Ensure that the tray is not filled above the fill mark on the tray.

3. Ensure the paper is correctly placed against the right side of the tray.

4. Reload the paper into the tray and close the paper tray.

5. If the error persists, turn the printer off, and then on.

6. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

HP dual cassette feeder, tray 5; Recommended action for call-center agents and onsite technicians

1. Open the indicated tray and remove all paper from the tray.

2. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray. The arrow on the guide should line up exactly with the line connected to the paper size
designation. Ensure that the tray is not filled above the fill mark on the tray.

3. Check the tray lift mechanism.

542 Chapter 6 Numerical control panel messages

 a. Remove tray 5 and examine the lift gear mechanism on the rear of the tray.

Figure 6-286 Lift gear mechanism

b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.

Tray 5 part number: JC90-01652A

4. If the tray is good, test the tray lift motor.

a. Make sure tray 5 is removed from the printer.

NOTE: Do NOT run the following test with the tray in place. The tray lift gear mechanism will
be damaged.

b. Enter service mode by opening the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test 100-0230 (Tray 5 elevating motor).

d. Start the motor test and observe the drive coupling at the rear of the tray opening. If the
coupling does not rotate, replace the pickup/lift drive assembly or pickup/lift drive motor

Pickup/lift drive assembly part number: JC93-01063C

Pickup/lift drive motor part number: JC93-01083A
For instructions: See the Repair Service Manual for this product.

HP dual cassette feeder, tray 5; Recommended action for call-center agents and onsite technicians 543
 5. If the previous tests are good, test the stack height sensor for the tray to ensure in is functioning
correctly.

NOTE: Tray lift is detected by the stack height sensor located on the pickup unit.

a. To test the sensor, enter service mode and select 102-0260 tray 5 stack height sensor.

b. Open the tray and remove the paper.

c. Close the tray and execute the test. Get Status. Should indicate HIGH.

d. Open, then close the tray and Get Status while the tray is lifting. Should indicate LOW.

e. If the sensor fails to change, replace the sensor.

Sensor part number: 0604-001490

Pickup unit part number: JC93-01364A
For instructions: See the Repair Service Manual for this product.

61.WX.YZ error messages

61.00.00
Connection between the HP formatter and the engine control board was lost.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Update the firmware to the latest available on hp.com.

3. If the error persist, turn the printer off and remove the back covers.

4. Reseat the RJ45 LAN cable connecting the Formatter and Main Board.

5. Reseat the HDMI cable connecting the formatter and Main Board

6. Check to ensure the internal RJ45 connection on the formatter is not damaged and is correctly
seated.

7. Reseat the internal LAN cable between the formatter and the main board.

8. If the error persists, gather the Event Log and diagnostic JDP files at printer and elevate the case
using the Standard Support Process.

544 Chapter 6 Numerical control panel messages

61.00.01
A hardware-related failure has been detected by the engine.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Update the firmware to the latest available on hp.com.

3. If the error persist, turn the printer off and remove the back covers.

4. Reseat the RJ45 LAN cable connecting the Formatter and Main Board.

5. Reseat the HDMI cable connecting the formatter and Main Board

6. Check to ensure the internal RJ45 connection on the formatter is not damaged and is correctly
seated.

7. Reseat the internal LAN cable between the formatter and the main board.

8. If the error persists, gather the Event Log and diagnostic JDP files at printer and elevate the case
using the Standard Support Process.

61.00.06
Connection Between Formatter and Engine lost because of the response time out

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Update the firmware to the latest available on hp.com.

3. If the error persist, turn the printer off and remove the back covers.

4. Reseat the RJ45 LAN cable connecting the Formatter and Main Board.

5. Reseat the HDMI cable connecting the formatter and Main Board

61.00.01 545
 6. Check to ensure the internal RJ45 connection on the formatter is not damaged and is correctly
seated.

7. Reseat the internal LAN cable between the formatter and the main board.

8. If the error persists, gather the Event Log and diagnostic JDP files at printer and elevate the case
using the Standard Support Process.

62.WX.YZ error messages

62.* errors
Errors in the 62.* family indicate a problem with the print engine.

Recommended action for customers

1. Turn the printer off, and then on.

2. Upgrade the firmware.

For the latest firmware versions, go to HP FutureSmart - Latest Firmware Versions

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Check all connectors on the formatter. Reseat them if necessary.

3. Upgrade the printer firmware.

4. If the error persists print the event log from the control panel, or access it from the HP Embedded
Web Server (EWS), then elevate the case using the Standard Support Process.

NOTE: To access the EWS, open a Web browser, and in the address line, enter the printer IP
address.

63.WX.YZ error messages

63.* errors
Errors in the 63.* family are most likely related to a faulty electrical connection inside the printer.

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on.

546 Chapter 6 Numerical control panel messages

 2. Check the power source. Ensure the power source meets the printer requirements.

3. Ensure the printer is plugged directly into a wall outlet and not into any other device.

4. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Check the power source. Ensure the power source meets the printer requirements.

3. Ensure the printer is plugged directly into a wall outlet and not into any other device.

4. Ensure there are no other devices using the same voltage circuit that may be affecting the power
(110V/ 220V).

5. Make sure all internal components are fully seated and making good contact.

6. Check the connections on all the circuit boards inside the printer. Make sure all connectors are fully
seated and the connectors are not damaged.

63.00.02, 63.00.03, 63.00.04, or 63.00.05

The printer cannot read the resistance value of the charger in the imaging unit.

An error occurred when installing or connecting the imaging unit due to contaminating or damage of the
high voltage contact point.

63.00.02 Yellow image unit

63.00.03 Magenta image unit

63.00.04 Cyan image unit

63.00.05 Black image unit

Possible causes:

● The drum unit is not installed.

● The CRUM data is not detected.

● The machine can’t read the charger resistance of the imaging unit.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

1. Turn the printer off, and then on.

Recommended action 547

 2. Check the image unit for the failing color.

a. Open the front and right cover.

b. Remove the toner collection unit.

c. Remove the failing imaging drum unit and check the CRUM connector for damage. Replace
the imaging drum unit as needed.

Part number: W9215-67901

For instructions: See the Repair Service Manual for this product.

d. Check the metal drum unit contact and printer contact for dirt, dust or debris. Clean contacts
as needed.

e. Reinstall the imaging drum unit.

f. Reinstall the toner collection unit and close the front and right covers.

3. Turn the printer on and test the printer.

4. If the error persists, replace the failing imaging drum unit.

Part number: W9215-67901

For instructions: See the Repair Service Manual for this product.

548 Chapter 6 Numerical control panel messages

 5. If the error persists, replace the high voltage power supply (HVPS).

Part number: JC44-00212B

For instructions: See the Repair Service Manual for this product.

6. If the error persists after all troubleshooting is performed, elevate the issue using the Standard
Support Process.

63.00.06, 63.00.07, 63.00.08 or 63.00.09

The developer unit has a problem with toner supply or sensor calibration.

● 63.00.06 Yellow developer unit

● 63.00.07 Magenta developer unit

● 63.00.08 Cyan developer unit

● 63.00.09 Black developer unit

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

1. Check the printer for the following:

● If the 63.00.06, 63.00.07, 63.00.08 or 63.00.09 error was preceded by a 63.00.3B, 63.00.3D,
63.00.3F, or 63.00.41, then follow these instructions.

a. Open the service menu.

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Use the Find field to search for the Drum Motor service code for the affected color.

● Cyan: 100-0043

● Yellow: 100-0041

63.00.06, 63.00.07, 63.00.08 or 63.00.09 549

 ● Magenta: 100-0042

● Black: 100-0044

Figure 6-287 Service Tools

c. On the Drum Motor, press Start, run for 20 seconds, and then press Stop.

Figure 6-288 Drum test view

d. Repeat the Drum motor test approximately 3-4 times, then turn the printer off, and then on.

e. If the printer does not come ready, continue troubleshooting with the following steps.

● If the error was not proceeded by 63.00.3B, 63.00.3D, 63.00.3F, or 63.00.41, then continue with
the following troubleshooting steps.

2. Turn the printer off, and then on.

3. Open the front cover.

4. Remove the toner collection unit.

550 Chapter 6 Numerical control panel messages

5. Fold down the toner supply shutter and check if the toner supply pipe is blocked. If the pipe is
clogged or blocked, open it.

Figure 6-289 Check toner pipe

IMPORTANT: Ensure that the toner supply shutter is back in the up position before continuing.

6. Install the toner collection unit. Close the front cover.

7. Turn the printer off, and then on. Verify if the error persists.

8. If the error persists, remove and reinstall the developer unit.

9. If the error persists, replace the developer unit.

Part numbers:

● HP LaserJet Yellow Developer Unit: 8JM72-67001 (E783xx series) or JC96-11663A (E778xx

series)

● HP LaserJet Magenta Developer Unit: 8JM73-67001 (E783xx series) or JC96-11664A (E778xx

series)

● HP LaserJet Cyan Developer Unit: 8JM71-67001 (E783xx series) or JC96-11665A (E778xx series)

● HP LaserJet Black Developer Unit: 8JM70-67001 (E783xx series) or JC96-11666A (E778xx series)

For instructions: See the Repair Service Manual for this product.

10. If the error persists, check the toner dispense motor for the failing color.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

Recommended actions for call-center agents and onsite technicians 551

 ● Engine Test Routines

b. Select one of the following tests:

NOTE: Remove the toner cartridge before starting the test.

● 111-0030, Toner Dispense Motor Black

● 111–0020, Toner Dispense Motor Cyan

● 111–0010, Toner Dispense Motor Magenta

● 111–0000, Toner Dispense Motor Yellow

c. While the test is running, listen for the motor to turn on and run.

d. If the motor test fails, measure the voltage on the failing color motor connector.

Figure 6-290 Measure voltage

e. If 24V is measured on the connector, replace the toner motor.

Part number: JC93-00446B

For instructions: See the Repair Service Manual for this product.

f. If the 24V is not being supplied, check the 24V on connector 17 to chassis ground on the main
board PCA from the LVPS type 5.

Figure 6-291 Check voltage on LVPS

552 Chapter 6 Numerical control panel messages

 Figure 6-292 Main board PCA

g. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from
the LVPS. (24V ± 5%).

h. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number: (110V) JC44-00249A

Part number: (220V) JC44-00250A
For instructions: See the Repair Service Manual for this product.

i. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace
the main board PCA.

Part number: 8GR94-60003

For instructions: See the Repair Service Manual for this product.

11. If the error persists, replace the main board PCA.

Part number: 8GR94-60003

For instructions: See the Repair Service Manual for this product.

63.00.0A
The printer detected an error in the resistance value when it measured the resistance of the high-
voltage power supplied to the transfer roller.

There is an error in the resistance value of the transfer roller.

The transfer roller is not installed or there is a problem in the high-voltage power supply circuit or
resistance recognition circuit.

63.00.0A 553
 Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

1. Open the side cover.

2. Remove an reinstall the transfer roller.

3. If the error persists, replace the transfer roller.

Part number: JC95-01942A

For instructions: See the Repair Service Manual for this product.

4. If the error persists, replace the high voltage power supply (HVPS).

Part number: JC44-00212B

For instructions: See the Repair Service Manual for this product.

63.00.0B
The printer stopped operating because the temperature of the CPU is too high.

The temperature of the CPU is more than the permitted value.

The transfer roller is not installed or there is a problem in the high-voltage power supply circuit or
resistance recognition circuit.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

1. Turn the printer off.

2. Wait for the printer to cool, then turn on.

3. If the error persists, turn the printer off.

a. Remove the rear cover.

b. Replace the main board PCA.

Part number: 8GR94-60003

For instructions: See the Repair Service Manual for this product.

554 Chapter 6 Numerical control panel messages

 NOTE: The Master System Operating Key (MSOK) needs to be removed from the old PCA and
inserted on the new main board PCA.

Figure 6-293 Connection 28

4. Assemble the rear cover and turn the printer on.

63.00.17, 63.00.18, 63.00.19 or 63.00.1A

There is an error in the data received from the Master System Operating Key (MSOK).

The incorrect Master System Operating Key (MSOK) is installed or the MOSK data is corrupted.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, turn the printer off.

a. Remove the rear cover.

b. Check if the Master System Operating Key (MSOK) is inserted correctly. Remove and reinstall
it.

63.00.17, 63.00.18, 63.00.19 or 63.00.1A 555

 3. If the error persists, replace the main board PCA.

Part number: 8GR94-60003

For instructions: See the Repair Service Manual for this product.

NOTE: The Master System Operating Key (MSOK) needs to be removed from the old PCA and
inserted on the new main board PCA.

Figure 6-294 Connection 28

63.00.1B
There is an error in the Trusted Platform Module in the Master System Operating Key (MSOK)

The TPM is not installed or an incorrect TPM is installed.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, turn the printer off.

a. Remove the rear cover.

556 Chapter 6 Numerical control panel messages

 b. Check if the Master System Operating Key (MSOK) is inserted correctly. Remove and reinstall
it.

Figure 6-295 Connection 28

3. If the error persists, elevate the issue using the Standard Support Process to get a new MSOK
board.

63.00.20
An error occurred in the 24 V power line.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

1. Turn the printer off, and then on.

63.00.20 557
 2. Check the 24V to chassis ground on the main board PCA from the LVPS type 5.

Figure 6-296 Connector 17 on the main board PCA

3. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from the
LVPS. (24V ± 5%).

4. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number: (110V) JC44-00249A

Part number: (220V) JC44-00250A
For instructions: See the Repair Service Manual for this product.

5. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace the
main board PCA.

Part number: 8GR94-60003

For instructions: See the Repair Service Manual for this product.

558 Chapter 6 Numerical control panel messages

63.00.22
An error occurred in the 5V power line.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Check the 5V to chassis ground on the main board PCA from the LVPS type 5.

63.00.22 559
 Figure 6-297 Connector 17 on the main board PCA

3. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from the
LVPS. (5V ± 5%).

4. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number: (110V) JC44-00249A

Part number: (220V) JC44-00250A
For instructions: See the Repair Service Manual for this product.

5. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace the
main board PCA.

Part number: 8GR94-60003

For instructions: See the Repair Service Manual for this product.

63.00.23
The heater control relay operates incorrectly.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

560 Chapter 6 Numerical control panel messages

Recommended actions for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove and reinstall the fuser unit.

3. Turn the printer on.

4. If the error persists, replace the fuser unit

110V fuser part number: Z7Y77-67002

220V fuser part number: Z9M03-67002
For instruction: See the Repair Service Manual for this product.

63.00.2D
The operation of the LSU shutter is abnormal.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Upgrade the firmware to current released version on HP.com.

2. Check the version of the main board. If the line JADE_X4300_MAIN V0.4 6L does not have V0.4 or a
higher version, then replace the main board.

Part number: JC82-00541B

For instructions: See the Repair Service Manual for this product.

Figure 6-298 Check Main Board version

Recommended actions for call-center agents and onsite technicians 561

 3. If the issue persists, turn the printer off, and then on.

4. Check the laser/scanner shutter.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run tests 110–0320, LSU Shutter Open, and 110–0330, LSU Shutter Closed.

c. If the laser shutter does not make a sound during the test, turn the printer off, and remove the
power cord.

d. Disconnect and reconnect the laser/scanner FFC on the laser/scanner and the connector 13
on the main board PCA.

CAUTION: Before unplugging the laser/scanner unit harness, the printer must be turned off
and the power cord must be removed.

562 Chapter 6 Numerical control panel messages

 e. If the laser/scanner unit flat cable is defective, replace the FFC.

Part number: JC39-02114A

f. Turn the printer on and retest the laser shutter.

g. If the error persists, replace the laser/scanner unit.

Part number: JC97-04864A

For instructions: See the Repair Service Manual for this product.

5. If the error persists, replace the main board PCA.

Part number: 8GR94-60003

For instructions: See the Repair Service Manual for this product.

63.00.2F, 63.00.30, or 63.00.31

Laser/scanner unit motor error.

63.00.2F The laser/scanner motor has stopped, but the ready signal indicates that the laser/scanner
motor is operating.

63.00.30 The laser/scanner motor is operating, but the laser/scanner motor ready signal does not
change as driving.

63.00.31 The laser/scanner motor is operating, but the laser/scanner motor ready signal has changed to
stop.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

63.00.2F, 63.00.30, or 63.00.31 563

 1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off, and then on. Check for the laser/scanner unit motor operation sound during
warm-up.

If the laser/scanner unit motor does not make a sound, skip to the next step.

If the laser/scanner unit motor makes a sound, complete these troubleshooting steps:

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 110–0000, LSU (Laser Scanner Unit) Motor1 Run Ready

c. Touch Start. Then touch Get Status wait five seconds and touch Get Status again. Check if the
status has changed as follows: “Execute —> Low —> High

d. If the status does not change, the motor ready signal is abnormal. Replace the laser/scanner
unit.

Part number: JC97-04864A

For instructions: See the Repair Service Manual for this product.

2. If the laser/scanner unit motor does not make a sound, complete these troubleshooting steps:

a. Turn the printer off, and remove the power cord.

b. Remove the back and the left side covers.

c. Disconnect and reconnect the laser/scanner FFC on the laser/scanner and the connector 13
on the main board PCA.

CAUTION: Before unplugging the laser/scanner unit harness, the printer must be turned off
and the power cord must be removed.

564 Chapter 6 Numerical control panel messages

 d. If the laser/scanner unit flat cable is defective, replace the FFC.

e. Turn the printer on and listen for the laser/scanner unit to operate correctly.

f. If the laser/scanner unit cable is OK, replace the laser/scanner unit.

Part number: JC97-04864A

For instructions: See the Repair Service Manual for this product.

3. If the error persists, replace the main board PCA.

Part number: 8GR94-60003

For instructions: See the Repair Service Manual for this product.

63.00.33, or 63.00.34
Laser/scanner unit motor error.

63.00.33, or 63.00.34 565

 63.00.33 The H-Sync signal of the laser/scanner unit is abnormal.

63.00.34 The H-Sync signal of the laser/scanner unit is abnormal.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off, and then on. Check for the laser/scanner unit motor operation sound during
warm-up.

If the laser/scanner unit motor does not make a sound, skip to the next step.

If the laser/scanner unit motor makes a sound, complete these troubleshooting steps:

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 110–0000, LSU (Laser Scanner Unit) Motor1 Run Ready

c. Touch Start. Then touch Get Status wait five seconds and touch Get Status again. Check if the
status has changed as follows: “Execute —> Low —> High

d. If the status does not change, the motor ready signal is abnormal. Replace the laser/scanner
unit.

Part number: JC97-04864A

For instructions: See the Repair Service Manual for this product.

2. If the laser/scanner unit motor does not make a sound, complete these troubleshooting steps:

a. Turn the printer off, and remove the power cord.

b. Remove the back and the left side covers.

566 Chapter 6 Numerical control panel messages

c. Disconnect and reconnect the laser/scanner FFC on the laser/scanner and the connector 13
on the main board PCA.

CAUTION: Before unplugging the laser/scanner unit harness, the printer must be turned off
and the power cord must be removed.

d. If the laser/scanner unit flat cable is defective, replace the FFC.

Part number: TBD

e. Turn the printer on and listen for the laser/scanner unit to operate correctly.

f. If the laser/scanner unit cable is OK, replace the laser/scanner unit.

Part number: JC97-04864A

For instructions: See the Repair Service Manual for this product.

Recommended actions for call-center agents and onsite technicians 567

 3. If the error persists, replace the main board PCA.

Part number: 8GR94-60003

For instructions: See the Repair Service Manual for this product.

63.00.35
The laser/scanner unit is not detected.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off, and then on.

2. Check whether the laser/scanner unit motor operates.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 110–0000, LSU (Laser Scanner Unit) Motor1 Run Ready

3. If the laser/scanner unit motor does not make a sound, complete these troubleshooting steps:

a. Turn the printer off, and remove the power cord.

b. Remove the back and the left side covers.

c. Disconnect and reconnect the laser/scanner FFC on the laser/scanner and the connector 13
on the main board PCA.

CAUTION: Before unplugging the laser/scanner unit harness, the printer must be turned off
and the power cord must be removed.

568 Chapter 6 Numerical control panel messages

 d. If the laser/scanner unit flat cable is defective, replace the FFC.

Part number: JC39-02114A

e. Turn the printer on and listen for the laser/scanner unit to operate correctly.

f. If the laser/scanner unit cable is OK, replace the laser/scanner unit.

Part number: JC97-04864A

For instructions: See the Repair Service Manual for this product.

4. If the error persists after the laser/scanner unit has been replaced, re-install the original laser/
scanner unit replace the main board PCA.

Part number: 8GR94-60003

For instructions: See the Repair Service Manual for this product.

Recommended actions for call-center agents and onsite technicians 569

 5. If the laser/scanner unit motor does not make a sound:

Part number: JC97-04864A

For instructions: See the Repair Service Manual for this product.

63.00.3B, 63.00.3D, 63.00.3F, or 63.00.41

The toner concentration (T/C) sensor that monitors the toner concentration in the developer has
detected a low or depleted developer unit.

The printer detected an error in the T/C sensor that monitors the toner for the developer.

The output of the T/C sensor is more than or less than the permitted value range. Or, there is no signal
change in a certain cycle.

63.00.3B There is an error in the toner supplied to the yellow developer.

63.00.3D There is an error in the toner supplied to the magenta developer.

63.00.3F There is an error in the toner supplied to the cyan developer.

63.00.41 There is an error in the toner supplied to the black developer.

Recommended actions for customers

■ While the control panel message suggests turning the printer off and then on, HP recommends
contacting customer support immediately when this error occurs. Do not power cycle the printer and
continue printing.

Recommended actions for call-center agents

IMPORTANT: DO NOT have the customer power cycle the printer and continue printing.

1. Dispatch a technician to perform the procedure noted in the "Recommended action for on-site
technician section," which includes replacing the developer unit, executing diagnostics at the
device, and upgrading firmware.

Part numbers:

● 63.00.3B - HP LaserJet Yellow Developer Unit: 8JM72-67001 (E783xx series) or JC96-11663A

(E778xx series)

● 63.00.3D - HP LaserJet Magenta Developer Unit: 8JM73-67001 (E783xx series) or JC96-11664A

(E778xx series)

● 63.00.3F - HP LaserJet Cyan Developer Unit: 8JM71-67001 (E783xx series) or JC96-11665A

(E778xx series)

● 63.00.41 - HP LaserJet Black Developer Unit: 8JM70-67001 (E783xx series) or JC96-11666A

(E778xx series)

NOTE: If the firmware bundle installed on the printer is lower than 4.6.2.1, inform the customer that
as part of the resolution, the firmware will need to be upgraded.

2. To identify the current firmware version installed, print or view a Configuration Page to identify the
bundle of firmware installed on the MFP.

570 Chapter 6 Numerical control panel messages

 a. At the control panel, select the following menus: Reports > Configuration > Status Pages

b. Check the Configuration Page box and select the View or Print icon.

c. On the configuration page, under the Device Information heading, locate the Firmware Bundle
Version.

Recommended actions for onsite technicians

IMPORTANT: If the printer is remotely monitored, it is highly recommended a service call be logged
and the following actions taken immediately if any of the 4 error messages appear.

When a 63.00.3B, 63.00.3D, 63.00.3F, or 63.00.41 error is listed on the control panel, the control panel
message includes instructions to power cycle. If an end user power cycles the printer, it will recover
initially, but the error will recur later. If the customer continues to power cycle and print, the printer
will eventually be unable to recover the error with a power cycle. The following provides instructions to
recover the printer. Once the error is cleared, it’s important that firmware also be upgraded to firmware
bundle 4.6.2.1 or greater, in order to keep the issue from recurring in the future.

1. To temporarily clear the error, turn the printer off and then on.

NOTE: In most cases, the developer will need to be replaced. However, if the printer is not used
after the 63.00.ZZ error occurs the first time, it may be possible to recover the developer and not
replace it. Instructions are provided under in the following: Recover the developer on page 576.

2. Replace the failing developer unit.

Part numbers:

● HP LaserJet Yellow Developer Unit: 8JM72-67001 (E783xx series) or JC96-11663A (E778xx

series)

● HP LaserJet Magenta Developer Unit: 8JM73-67001 (E783xx series) or JC96-11664A (E778xx

series)

● HP LaserJet Cyan Developer Unit: 8JM71-67001 (E783xx series) or JC96-11665A (E778xx series)

● HP LaserJet Black Developer Unit: 8JM70-67001 (E783xx series) or JC96-11666A (E778xx series)

For instructions: See the Repair Service Manual for this product.

3. Reset the developer.

a. From the control panel, open the following menus:

● Support Tools

● Service

● Sign in by entering the service pin in the Access Code field.

NOTE: The service PIN for this printer is: 04077817

● Service Tools

b. On the Information tab, open Supply Status > Field Replaceable Unit > Development Unit.

c. Open the front door and select the developer unit that was checked and/or replaced.

Recommended actions for onsite technicians 571

 d. Select Reset and close the front door.

4. After the printer returns to a Ready state, upgrade the Firmware bundle to version 4.6.2.1 or newer.

5. If the above troubleshooting does not resolve the issue, continue with the following additional
troubleshooting instructions.

NOTE: If the error is not resolved, a different root cause may be at fault. The following are possible,
but not common, causes for these errors.

6. Check the toner cartridge.

a. Open the front cover.

b. Remove the toner collection unit.

c. Remove the failing color toner cartridge.

d. Check the date-code of toner cartridge. The eighth digit is the year, the ninth digit is the month.
Toner cartridges built before September 2017 may induce one of these errors

Table 6-7 Year

YEAR 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020

CODE B C D F G H J K M N

Table 6-8 Month

Month 1 2 3 4 5 6 7 8 9 10 11 12

CODE 1 2 3 4 5 6 7 8 9 A B C

572 Chapter 6 Numerical control panel messages

 Figure 6-299 Serial number lable

NOTE: Any cartridges before the date-code of “JA” would be considered suspect to possibly
cause this issue.

e. If cartridges are date-code of “JA” or older, replace the cartridge. If the date code is newer
than "JA" continue troubleshooting.

f. Rotate the gear on the toner cartridge to ensure that it turns freely. If it does not, replace the
toner cartridge.

HP Black Managed LJ Toner Cartridge part number: W9210-67901

HP Cyan Managed LJ Toner Cartridge part number: W9211-67901
HP Magenta Managed LJ Toner Cartridge part number: W9213-67901
HP Yellow Managed LJ Toner Cartridge part number: W9212-67901

g. If the toner cartridge is OK, check if the toner supply pipe is closed. If it is closed, open it.

Recommended actions for onsite technicians 573

 h. Check the rubber toner supply pipe by pinching it to see if it is hard and compacted in the
tube. (Note: it should be very soft and should be able to pinch the tube together in a normal run
state)

7. Remove and reinstall the failing developer unit.

8. Reinstall the toner collection unit.

9. Turn the printer on and test the printer with a demo page or configuration page.

10. If the error persists, replace the failing developer unit.

Part numbers:

● HP LaserJet Yellow Developer Unit: 8JM72-67001 (E783xx series) or JC96-11663A (E778xx

series)

● HP LaserJet Magenta Developer Unit: 8JM73-67001 (E783xx series) or JC96-11664A (E778xx

series)

● HP LaserJet Cyan Developer Unit: 8JM71-67001 (E783xx series) or JC96-11665A (E778xx series)

● HP LaserJet Black Developer Unit: 8JM70-67001 (E783xx series) or JC96-11666A (E778xx series)

For instructions: See the Repair Service Manual for this product.

11. If the error persists, check the toner dispense motor for the failing color.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

574 Chapter 6 Numerical control panel messages

b. Select one of the following tests:

NOTE: Remove the toner cartridge before starting the test.

● 111-0030, Toner Dispense Motor Black

● 111–0020, Toner Dispense Motor Cyan

● 111–0010, Toner Dispense Motor Magenta

● 111–0000, Toner Dispense Motor Yellow

c. While the test is running, listen for the motor to turn on and run.

d. If the motor test fails, measure the voltage on the failing color motor connector.

e. If 24V is measured on the connector, replace the toner motor.

Part number: JC93-00446B

For instructions: See the Repair Service Manual for this product.

f. If the 24V is not being supplied, check the 24V on connector 17 to chassis ground on the main
board PCA from the LVPS type 5.

Recommended actions for onsite technicians 575

 Figure 6-300 Main board PCA

g. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from
the LVPS. (24V ± 5%).

h. If the voltage from the LVPS type 5 board is abnormal, replace it.

Part number: (110V) JC44-00249A

Part number: (220V) JC44-00250A
For instructions: See the Repair Service Manual for this product.

i. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace
the main board PCA.

Part number: 8GR94-60003

For instructions: See the Repair Service Manual for this product.

j. If the voltage from the main board PCA is good, replace the failing color motor.

Part number: JC93-00446B

For instructions: See the Repair Service Manual for this product.

Recover the developer

Follow these instructions to attempt recover the developer unit rather than replacing it. Perform the
Drum Motor and Toner Dispense Motor diagnostic tests from the control panel to recover the developer
unit.

If this procedure is not successful at clearing the error, replace the developer unit.

1. Open the front cover.

576 Chapter 6 Numerical control panel messages

2. Remove the affected toner cartridge indicated by the error code, close front cover, and then wait
for the Install cartridge message to display.

NOTE: The color of the affected toner cartridge is indicated in the last two digits of the error code.

● 63.00.3B = yellow

● 63.00.3D = magenta

● 63.00.3F = cyan

● 63.00.41 = black

3. Open the front cover, reinstall the affected toner cartridge, and do NOT close the front cover.

NOTE: Closing the front cover will cause the service menu test to not work correctly. The motors
will NOT spin, causing you to believe you have a bad motor.

4. Open the service menu.

■ Open the following menus:

● Support Tools

● Service

NOTE: Sign in by entering the service pin in the Access Code field.: 04077817

5. Run an engine test routine on the Toner Dispense Motor for 2 seconds.

NOTE: The Toner Dispense Motor test will need to be performed alternately with the Drum Motor
test 3 times each before power cycling the printer.

a. Open the following menus:

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Use the Find field to search for the Drum Motor service code for the affected color.

● 100-0044, Toner Dispense Motor Black

● 100-0043, Drum Motor Cyan

● 100-0042, Drum Motor Magenta

● 100-0041, Drum Motor Yellow

Recover the developer 577

 c. On the Toner Dispense Motor, press Start, run for 2 seconds, and then press Stop

6. Run an engine test on the Drum Motor for 20 seconds.

NOTE: The Drum Motor test will need to be performed alternately with the Toner Dispense Motor
test 3 times each before power cycling the printer.

a. Open the following menus:

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

578 Chapter 6 Numerical control panel messages

 b. Use the Find field to search for the Toner Dispense Motor service code for the affected color.

NOTE: Remove the toner cartridge before starting the test.

● 111-0030, Toner Dispense Motor Black

● 111–0020, Toner Dispense Motor Cyan

● 111–0010, Toner Dispense Motor Magenta

● 111–0000, Toner Dispense Motor Yellow

c. On the Drum Motor, press Start, run for 20 seconds, and then press Stop.

7. Repeat the Toner Dispense motor test using the procedure described above.

8. Repeat the Drum motor test using the procedure described above.

9. Repeat the Toner Dispense motor test using the procedure described above.

Recover the developer 579

 10. Repeat the Drum motor test using the procedure described above.

11. Turn the printer off, and ten on.

NOTE: All cartridges must be installed and the front door closed before power cycling the printer.

a. If the error clears for the specified color, but another error code (63.00.3B, 63.00.3D, 63.00.3F,
or 63.00.41) displays for a different color, repeat both Toner Dispense motor and Drum motor
test procedures for each color until the printer returns to a ready state.

b. If the error clears and the printer returns to a Ready state, continue to the next step.

12. Print PQ Troubleshooting Pages for a total of 3 sets to help finish replenishing the toner in the
developer units.

NOTE: During this time, the printer might pause while printing the PQ troubleshooting pages. This
is expected behavior. If the motor turns very fast for short periods, the printer is adding toner to the
developer units. This will likely occur multiple times before the print process completes. Wait for the
entire process to complete.

● If the printer returns to Ready, upgrade the Firmware bundle to version 4.6.2.1 or newer.

● If the error persists, the developer unit cannot be restored and instead must be replaced.
Follow standard instructions above to replace the developer unit and restore the TC levels.

63.00.44, 63.00.45, 63.00.46 or 63.00.47

The eraser lamp does not turn on.

63.00.44 Yellow eraser failure

63.00.45 Magenta eraser failure

63.00.46 Cyan eraser failure

63.00.47 Black eraser failure

580 Chapter 6 Numerical control panel messages

Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended actions for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off, and then on.

2. Check the eraser LED.

a. Open the right side cover.

b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

c. Run test one of the following tests for the failing color.

● 107-0162 Yellow Eraser On.

● 107-0163 Magenta Eraser On.

● 107-0164 Cyan Eraser On.

● 107-0165 Black Eraser On.

Recommended action for customers 581

 d. Ensure that the erase LED comes on.

3. If the LED is off, check the following.

a. Disconnect and reconnect the wiring harness between the erase LED and the connector 31 on
the main board PCA. If the wire harness is damaged, replace the cable harness.

Part number: JC39-02079A

b. If the wire harness is OK, check the voltage and signal to the erase LED.

i. Measure the voltage to chassis ground on connector 31.

582 Chapter 6 Numerical control panel messages

 ii. The voltage measurements should read as follows.

c. If the voltage measured is normal, replace the failing color eraser PCA.

Part number: JC92-02244A

d. If the voltage measured is abnormal, replace the main board PCA.

Part number: 8GR94-60003

For instructions: See the Repair Service Manual for this product.

4. If the error persists, replace the eraser PCA and joint PCA..

Eraser PCA part number: JC92-02244A

Joint PCA part number: JC92-02163A

63.4D.01
Engine firmware crash in the portability layer.

These errors are typically followed by a 61.00.06 error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Please upgrade the firmware to 4.6.1 or newer.

3. If the error persists, gather JDP diagnostic logs and elevate the case using the Standard Support
Process.

63.4D.01 583
 63.4D.02
Engine firmware crash in an uncontrolled area.

These errors are typically followed by a 61.00.06 error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, gather JDP diagnostic logs and elevate the case using the Standard Support
Process.

63.53.01
Engine crash on the scan area.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, upgrade the firmware to the latest version.

3. If the error persists, dispatch an onsite technician with a scan joint board and ADF PCA.

● Scan joint board part number JC92-02781A

● ADF PCA (z) part number JC92-02964A

● ADF PCA (dn) part number JC92-02964B

● ADF PCA (du) part number JC92-02962A

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, upgrade the firmware to the latest version.

584 Chapter 6 Numerical control panel messages

 3. If the error persists, Check all the connections and cables between the automatic document
feeder and the scan joint board. If cables check out good visually and with a continuity check, then
replace the scan joint board. If the error persists, replace the ADF PCA.

● Scan joint board part number JC92-02781A

● ADF PCA (z) part number JC92-02964A

● ADF PCA (dn) part number JC92-02964B

● ADF PCA (du) part number JC92-02962A

For instructions: See the Repair Service Manual for this product.

NOTE: If the ADF PCA is replaced, HP recommends updating the firmware to the latest version.

4. If the error persists, elevate the case using the Standard Support Process.

64.WX.YZ error messages

64.01.01
Imaging ASIC card not detected

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Go to the following document for procedure and information:

Search for the following topic in WISE: HP LaserJet Managed MFP E72525-E72535, E77822-E77830,
E82540-E8256, E87640-E87660 - Accelerator Card No Longer Requires External +5v Connection

4. Remove and reseat the accelerator board.

5. If the error persists, replace the accelerator PCA

Part number: X3A62-60001

For instructions: See the Repair Service Manual for this product.

6. If the error persists, elevate the case using the Standard Support Process.

64.01.01 585
 64.01.02
Imaging ASIC card detected, but not supported in this device

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Remove the accelerator board from the formatter.

64.01.03
Imaging ASIC card memory failure

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Go to the following document for procedure and information:

Search for the following topic in WISE: HP LaserJet Managed MFP E72525-E72535, E77822-E77830,
E82540-E8256, E87640-E87660 - Accelerator Card No Longer Requires External +5v Connection

4. Remove and reseat the accelerator board.

5. If the error persists, replace the accelerator PCA

Part number: X3A62-60001

For instructions: See the Repair Service Manual for this product.

6. If the error persists, elevate the case using the Standard Support Process.

586 Chapter 6 Numerical control panel messages

64.01.04
Imaging ASIC card general error

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Go to the following document for procedure and information:

Search for the following topic in WISE: HP LaserJet Managed MFP E72525-E72535, E77822-E77830,
E82540-E8256, E87640-E87660 - Accelerator Card No Longer Requires External +5v Connection

4. Remove and reseat the accelerator board.

5. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

64.01.05
Imaging ASIC card assertion failure

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Go to the following document for procedure and information:

Search for the following topic in WISE: HP LaserJet Managed MFP E72525-E72535, E77822-E77830,
E82540-E8256, E87640-E87660 - Accelerator Card No Longer Requires External +5v Connection

4. Remove and reseat the accelerator board.

64.01.04 587
 5. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

64.01.06
Imaging ASIC card assertion failure

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Go to the following document for procedure and information:

Search for the following topic in WISE: HP LaserJet Managed MFP E72525-E72535, E77822-E77830,
E82540-E8256, E87640-E87660 - Accelerator Card No Longer Requires External +5v Connection

4. Remove and reseat the accelerator board.

5. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

64.01.07
Imaging ASIC card assertion failure

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Go to the following document for procedure and information:

588 Chapter 6 Numerical control panel messages

 Search for the following topic in WISE: HP LaserJet Managed MFP E72525-E72535, E77822-E77830,
E82540-E8256, E87640-E87660 - Accelerator Card No Longer Requires External +5v Connection

4. Remove and reseat the accelerator board.

5. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

64.01.08
Fan had to be restarted

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

For instructions, go to WISE and search for the following support document:
HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 -
Accelerator Card No Longer Requires External +5v Connection (Document ID: c06294749)

4. Remove and reseat the accelerator board.

64.01.09
Fan had to be restarted, but failed

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

64.01.08 589
 3. Disconnect the external +5v cable from the accelerator board and secure it.

For instructions, go to WISE and search for the following support document:
HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 -
Accelerator Card No Longer Requires External +5v Connection (Document ID: c06294749)

4. Remove and reseat the accelerator board.

64.03.04
ASIC socket error

This error indicates a Jedi socket connection couldn’t be made over the internal network port to the 2nd
core.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Format Disk procedure, go to: HP LaserJet Enterprise Printers -
Performing a Partial Clean or Format Disk Procedure (c03398779).

3. If the error persists, elevate the case using the Standard Support Process.

65.WX.YZ and 66.WX.YZ error messages

65.* errors
Errors in the 65.* family are related to output accessories.

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. Turn the printer off, and then on.

2. Verify the output accessory is correctly connected to the printer.

3. If the error persists, replace the output accessory.

65.00.A1
The printer lost communication with the finisher.

590 Chapter 6 Numerical control panel messages

Recommended action for customers

1. Open and close the finisher front door.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Open bridge and check for sensor. If sensor is in bridge as photo shows then go to next step.
If sensor is not seen, then remove the bridge turn it over and check to see if flag is installed or
dislodged. There is a spring that will also be with the sensor flag.

Figure 6-301 Sensor location

Reinstall the sensor and spring in the bridge. Test the system to see if error is resolved.

2. Open and close the finisher front door.

3. If the error persists, turn the printer off.

Recommended action for customers 591

 4. Check the finisher interface cables and ensure they are seated correctly. (CN1, CN15)

5. Turn the printer on.

6. Ensure that the printer has the most current FW version for the finisher. Upgrade the firmware as
needed.

7. If the error persists, replace the finisher PCA.

Part number: JC92-02968A

For instructions: See the Repair Service Manual for this product.

66.* errors
Errors in the 66.* family are related to output accessories.

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. Turn the printer off, and then on.

2. Verify the output accessory is correctly connected to the printer.

3. If the error persists, replace the output accessory.

66.40.36
The inner-finisher punch unit experienced a home-position failure.

592 Chapter 6 Numerical control panel messages

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

Recommended action for customers 593

 d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

594 Chapter 6 Numerical control panel messages

 b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

e. Check the finisher for any damaged or loose parts and remove any obstructions.

f. Close the covers and slide the inner finisher into place.

2. Disconnect and reconnect all connectors on the punch unit.

Recommended action for call-center agents and onsite technicians 595

 3. If the error persists, replace the punch unit.

Part number: HP LaserJet Inner Finisher Hole 2/3 Punch - Y1G02-67901

Part number: HP LaserJet Inner Finisher Hole 2/4 Punch - Y1G03-67901
Part number: HP LaserJet Inner Finisher Swedish Punch - Y1G04-67901

66.40.46
The finisher experienced an error in the punch scan unit.

Recommended action for customers

1. Open and close the finisher door.

2. If the error persists, turn the printer off, and then on.

3. Check the paper settings.

a. Ensure the paper size and type being used meets the specifications for hole punching.

b. Ensure the paper setting for the paper tray matches the paper being used in the tray.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Open and close the finisher door.

2. If the error persists, turn the printer off, and then on.

3. Check the paper settings.

a. Ensure the paper size and type being used meets the specifications for hole punching.

b. Ensure the paper setting for the paper tray matches the paper being used in the tray.

4. Disconnect and reconnect the connections to the punch home sensor, punch motor, and punch unit
PCA.

5. If the error persists, replace the punch unit.

Part number: HP LaserJet Inner Finisher Hole 2/3 Punch - Y1G02-67901

Part number: HP LaserJet Inner Finisher Hole 2/4 Punch - Y1G03-67901
Part number: HP LaserJet Inner Finisher Swedish Punch - Y1G04-67901

66.40.50
An error in the finisher system occurred. The punch unit is not responding.

Recommended action for customers

1. Open and close the finisher door.

596 Chapter 6 Numerical control panel messages

 2. Turn the printer off, and then on.

3. Ensure that the latest version of firmware is installed on the finisher and the hole punch unit.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open and close the finisher door.

2. Turn the printer off, and then on.

3. Disconnect and reconnect the connections from the formatter and the punch unit PCA.

4. If the error persists, replace the punch unit.

Part number: HP LaserJet Inner Finisher Hole 2/3 Punch - Y1G02-67901

Part number: HP LaserJet Inner Finisher Hole 2/4 Punch - Y1G03-67901
Part number: HP LaserJet Inner Finisher Swedish Punch - Y1G04-67901

5. If the error persists, replace the finisher PCA.

Part number: JC92-02774B

For instructions: See the Repair Service Manual for this product.

66.40.83
Error in the hole-punching unit.

Recommended action for customers

1. Check the paper settings.

a. Ensure the paper size and type being used meets the specifications for hole punching.

b. Ensure the paper setting for the paper tray matches the paper being used in the tray.

2. Open and close the finisher door.

3. Turn the printer off, and then on.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Check the paper settings.

a. Ensure the paper size and type being used meets the specifications for hole punching.

b. Ensure the paper setting for the paper tray matches the paper being used in the tray.

Recommended action for call-center agents and onsite technicians 597

 2. Open and close the finisher door.

3. Turn the printer off, and then on.

4. Disconnect and reconnect the connections to the punch home sensor, punch motor, and punch unit
PCA.

5. If the error persists, replace the punch unit.

Part number: HP LaserJet Inner Finisher Hole 2/3 Punch - Y1G02-67901

Part number: HP LaserJet Inner Finisher Hole 2/4 Punch - Y1G03-67901
Part number: HP LaserJet Inner Finisher Swedish Punch - Y1G04-67901

66.60.17
The finisher has experienced a diverter operation error.

Recommended action for customers

1. Open and then close the door of the finisher.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open and then close the door of the finisher.

2. If the error persists, turn the printer off, and then on.

3. If the error persists, check the entrance motor (M12).

598 Chapter 6 Numerical control panel messages

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2570, 2 Bin Finisher Feed Entrance Motor.

c. Listen for the motor to turn on and run.

d. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
finisher PCA.

e. Retest the motor. If the test fails, replace the motor.

Part number: JC90-01459A

For instructions: See the Repair Service Manual for this product.

Recommended action for call-center agents and onsite technicians 599

 4. If the error persists, check the Tray diverter home sensor (S4).

a. Using code 113-2020, run the diagnostic test for the sensor.

b. Rotate the encoder to check the reading value change (S4).

c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

d. Replace the sensor as needed.

Tray diverter home sensor part number: 0604-001415

For instructions: See the Repair Service Manual for this product.

66.60.25
The inner finisher experienced a paper-holding-lever unit failure.

600 Chapter 6 Numerical control panel messages

Recommended action for customers

1. Open and then close the door of the finisher.

2. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

Recommended action for customers 601

 d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

3. Turn the printer off, and then on.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Open and then close the door of the finisher.

2. Remove all paper from the output bin and ensure there is no obstructions to the paper holding
levers.

3. Open the finisher and check for any jammed paper or obstructions, and remove them.

4. Check the finisher paper holding lever.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

602 Chapter 6 Numerical control panel messages

 ● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-0591, Finisher Paper Hold Solenoid.

c. Touch Start. The solenoid should cycle on and off.

d. If the solenoid does not function, replace the solenoid.

Part number: JC33-00037A

5. Check the input and home sensors.

a. Check if the wire harness of the home and input sensor are correctly connected to the
sensors main board PCA.

b. If the connections are good, replace the sensors.

Entrance sensor part number: 0604-001415

For instructions: See the Repair Service Manual for this product.

66.60.27
The finisher unit experienced a front tamper unit error.

Recommended action for customers

1. Check the finisher for jams or obstructions.

a. Open the finisher top cover.

66.60.27 603
 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

604 Chapter 6 Numerical control panel messages

 3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Check the finisher for jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

Recommended action for call-center agents and onsite technicians 605

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

606 Chapter 6 Numerical control panel messages

3. Move the front tamper from the home position to the end.

4. If the error persists, check the front tamper motor (M4).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

Recommended action for call-center agents and onsite technicians 607

 b. Run test 113-2630, 2BinFinisher Front Tamper Motor.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
finisher PCA.

d. Retest the motor. If the test fails, replace the motor.

Front tamper motor part number: JC93-01001A

Front tamper part number: JC82-00901A
For instructions: See the Repair Service Manual for this product.

5. If the error persists, check the front tamper home sensor (S6).

a. Using code 113-2120, run the diagnostic test for the sensor.

b. Move the tamper from the home position to the other position to check the reading value
change.

c. If the status does not change, disconnect and reconnect both ends of the wire harness from
the sensor to the stapler/stacker PCA.

d. Rerun the sensor test. If the test fails replace the sensor.

Part number: 0604-001415

e. If the motor does not function, disconnect and reconnect both ends of the wire harness from
the motor to the stapler/stacker PCA.

f. Rerun the motor test. If the test fails replace the motor.

Part number: JC90-01464A

For instructions: See the Repair Service Manual for this product.

608 Chapter 6 Numerical control panel messages

 6. Disconnect and reconnect the wire harness of the finisher PCA (CN12).

66.60.28
The rear tamper unit has experienced an error.

Stapler/Stacker - Booklet Maker: Recommended action for customers

1. Check the finisher for jams or obstructions.

a. Open the finisher top cover.

66.60.28 609
 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

610 Chapter 6 Numerical control panel messages

 3. If the error persists, please contact customer support.

Inner finisher: Recommended action for customers

1. If there is jammed paper on the finisher main output tray, remove it.

2. Open and then close the door of the finisher to check if the finisher executes the initialization
process.

3. Test the finisher by sending another job.

4. If the error persists, please contact customer support.

Stapler/Stacker - Booklet Maker: Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off, and then on.

2. Upgrade the firmware to 24.4.2 or greater and if issue persists.

3. If the error persists, move the rear tamper from the home position to the end.

Inner finisher: Recommended action for customers 611

 4. If the error persists, check the rear tamper motor (M9).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2640, 2BinFinisher Rear Tamper Motor.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
finisher PCA.

d. Retest the motor. If the test fails, replace the motor.

Rear tamper motor part number: JC93-01001A

Rear tamper part number: JC82-00898A
For instructions: See the Repair Service Manual for this product.

612 Chapter 6 Numerical control panel messages

 5. If the error persists, check the rear tamper home sensor (S9).

a. Using code 113-2130, run the diagnostic test for the sensor:

b. Move the tamper from the home position to the other position to check the reading value
change.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to
the finisher PCA.

d. Test the sensor, if the error persists, replace the rear tamper sensor.

Rear tamper motor part number: 0604-001393

Rear tamper part number: JC82-00898A
For instructions: See the Repair Service Manual for this product.

Inner finisher: Recommended action for call-center agents and onsite technicians

1. If there is jammed paper on the finisher main output tray, remove it.

Inner finisher: Recommended action for call-center agents and onsite technicians 613
 2. Open and then close the door of the finisher to check if the finisher executes the initialization
process.

3. Check the rear tamper motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-0520 rear tamper motor.

c. The rear tamper should move back and forth.

d. If the test fails, disconnect and reconnect both ends of the wire harness to the motor.

e. Retest the rear tamper motor. If the test fails, replace the rear tamper motor.

Part number: JC93-01001A

For instructions: See the Repair Service Manual for this product.

4. Check the rear tamper home sensor.

a. Using code 113-0380, run the diagnostic test for the rear tamper motor: Support Tools >
Service > Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines.

b. During the sensor test, move the rear tamper while checking if the sensor value changes.

c. If the test fails, disconnect and reconnect both ends of the wire harness to the sensor from
the finisher PCA.

614 Chapter 6 Numerical control panel messages

 d. Retest the rear tamper home sensor. If the test fails, replace the rear tamper home sensor.

Part number: 0604-001393

For instructions: See the Repair Service Manual for this product.

5. If the error persists, replace the rear tamper assembly.

Part number: JC90-01465A

66.60.30
The inner-finisher main tray experienced a tray lift motor error (M4).

Recommended action for customers

1. If there is jammed paper on the finisher main output tray, remove it.

2. Open and then close the door of the finisher to check if the finisher executes the initialization
process.

3. If the main tray still doesn’t go back to home “Top” position and the error does not disappear, please
contact customer support.

Inner Finisher: Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

IMPORTANT: Before you proceed with the troubleshooting steps below, go to WISE and search for the
following Service Action Advisory (SAA) document and determine if the information in the SAA can be
used to resolve the issue.

HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E78223-E78230, E82540-E8256, E87640-

E87660 - 66.60.32 tray lift motor failure on A3 LaserJet finishers (Service Action Advisory) (Document
ID: c05919229)

The inner-finisher output tray experienced an output tray motor error. (See M4 in the figure in the
troubleshooting steps. )

1. If using the Service Action Advisory and replacing the motor does not fix the 66.60.32 errors, check
the following:

2. If there is jammed paper on the finisher main output tray, remove it.

3. Open and then close the door of the finisher to check if the finisher executes the initialization
process.

4. If the main tray still doesn’t go back to home "Top" position and the error does not disappear, check
the finisher output tray motor.

a. Open the following menus:

i. Support Tools

ii. Service

NOTE: The service PIN for this printer is: 04077817

66.60.30 615
 iii. Service Tools

iv. Diagnostics

v. Engine Diagnostics

vi. Engine Test Routines

b. Run test 113–0570, Finisher Main Tray Motor.

c. Ensure finisher main tray lowers and raises during the test.

d. If the tray does not move, disconnect and reconnect the wire harness from the tray motor to
the finisher PCA.

e. Retest the tray motor. If the test fails, replace the finisher sub-tray motor.

Output tray motor assembly part number: JC90-01334B

Output tray motor part number: JC31-00178B
For instructions: See the Repair Service Manual for this product.

5. Check the output tray motor sensor (S6).

a. Using code 113-0473, run the diagnostic test for the output tray motor sensor: Support Tools >
Service > Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines.

b. During the sensor test, rotate the output tray motor(M4) for changing the sensor value.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to
the finisher PCA.

d. Retest the output tray motor sensor. If the test fails, replace the sensor S6.

Part number: 0604-001393

6. If the error persists, replace the inner finisher PCA.

Part number: JC92-02774B

66.60.32
The external finisher main tray experienced a tray lift motor error.

616 Chapter 6 Numerical control panel messages

Recommended action for customers

1. If there is jammed paper on the finisher main output tray, remove it.

2. Open and then close the door of the finisher to check if the finisher executes the initialization
process.

3. If the main tray still doesn’t go back to home “Top” position and the error does not disappear, please
contact customer support.

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

IMPORTANT: Before continuing with troubleshooting, go to, and perform the following Service Action
Advisory:

Search for HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E78223-E78230, E82540-E8256,

E87640-E87660 - 66.60.32 tray lift motor failure on A3 LaserJet finishers (Service Action Advisory) in
WISE.

1. If using the Service Action Advisory and replacing the motor does not fix the 66.60.32 errors,
perform the following steps.

2. If there is jammed paper on the finisher main output tray, remove it.

3. Open and then close the door of the finisher to check if the finisher executes the initialization
process.

4. If the error persists, check the main output tray motor (M11).

Recommended action for customers 617

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2610, 2BinFinisher Main tray Motor.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
finisher PCA

d. Retest the motor. If the test fails, replace the main tray motor.

Main output tray motor part number: JC31-00178B

For instructions: See the Repair Service Manual for this product.

618 Chapter 6 Numerical control panel messages

 5. If the error persists, check the main output tray motor sensor (S33).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2143, 2BinFinisher Main Encoder Sensor.

c.

d. Rotate the encoder to check the reading value change.

e. If the reading does not change, disconnect and reconnect the wire harness from the sensor to
the finisher PCA.

f. Retest the sensor. If the test fails, replace the sensor.

Part number: 0604-001393

For instructions: See the Repair Service Manual for this product.

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians 619
 6. If the error persists, check the Main output tray top of stack sensor (S20).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Using code 113-2140, 2BinFinisher Main beam Sensor, run the diagnostic test for the sensor:

620 Chapter 6 Numerical control panel messages

 c. Cover the sensor(S20) to check the reading value changes.

d. If the reading does not change, disconnect and reconnect the wire harness from the sensor to
the finisher PCA.

e. Retest the sensor. If the test fails, replace the sensor.

Part number: JC82-01039A

For instructions: See the Repair Service Manual for this product.

7. If the error persists, check the Main output tray top of stack switch (S34).

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians 621
 a. Run the diagnostic test for the stack top sensor using code 113-2190.

Open the following menus: Support Tools > Service > Service Tools > Diagnostics > Engine
Diagnostics > Engine Test Routines > 2BinFinisher Stack top Sensor.

NOTE: The service PIN for this printer is: 04077817

b. Push the switch up to check the reading value changes.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

d. Replace the sensor as needed.

Part number: Finisher Main output tray top of stack switch JC39-02316A
For instructions:

622 Chapter 6 Numerical control panel messages

 8. Disconnect and reconnect the wire harness of the finisher PCA (CN8, CN9).

Inner finisher: Recommended action for call-center agents and onsite technicians

1. If there is jammed paper on the finisher output tray, remove it.

2. Open and then close the door of the finisher to check if the finisher executes the initialization
process.

3. Check the paper holding sensor.

Call-out 1: Paper holding sensor

Call-out 2: Paper holding solenoid

a. Open the following menus:

● Support Tools

Inner finisher: Recommended action for call-center agents and onsite technicians 623
 ● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Using code 113-0470, run the diagnostic test for the paper holding sensor.

c. Touch Start and then Get Status. The reading should be “Low”.

d. Lift the paper holding actuator gently on the output tray and hold it there. Touch Start and then
Get Status. The reading should be “High”.

e. If the reading does not change, disconnect and reconnect the wire harness from the paper
holding sensor to the finisher PCA.

f. Retest the sensor. If the test fails, replace the sensor.

Paper holding kit (paper holding solenoid + paper holding sensor) part number: JC90-01314A
Paper holding sensor: 0604-001393
For instructions: See the Repair Service Manual for this product.

4. If the error persists, replace the inner finisher PCA.

Part number: JC92-02774B

66.80.04
The paddle unit of the finisher experienced an error.

Recommended action for customers

1. If there is jammed paper on the finisher main output tray, remove it.

624 Chapter 6 Numerical control panel messages

 2. Open and then close the door of the finisher to check if the finisher executes the initialization
process.

3. Test the finisher by sending another job.

4. If the error persists, please contact customer support.

Inner Finisher: Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. If there is jammed paper on the finisher main output tray, remove it.

2. Open and then close the door of the finisher to check if the finisher executes the initialization
process.

3. Test the finisher by sending another job.

4. If the error persists, check the main paddle motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–0510 Finisher Paddle Motor.

c. Ensure the motor functions correctly by viewing the finisher paddles.

d. If the motor does not function correctly, disconnect and reconnect the wire harness from the
motor to the finisher PCA.

Inner Finisher: Recommended action for call-center agents and onsite technicians 625
 e. Make sure that there is no damage or obstructions that would cause the failure.

f. Retest the paddle motor. If the test fails, replace the paddle motor.

Part number: JC90-01331A

For instructions: See the Repair Service Manual for this product.

5. Check the paddle home sensor (callout 1) and actuator (callout 2).

Call-out 2: Sensor actuator

a. Disconnect and reconnect the paddle home sensor cable.

b. Disconnect and reconnect the paddle home sensor cable on the finisher PCA.

c. Check the actuator.

d. Using code 113-0370, run the diagnostic test for the sensor: Support Tools > Service > Service
Tools > Diagnostics > Engine Diagnostics > Engine Test Routines.

e. Replace the sensor or actuator as needed.

Sensor part number: 0604-001393

Actuator part number: JC66-04201A
For instructions: See the Repair Service Manual for this product.

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. If there is jammed paper on the finisher main output tray, remove it.

2. Open and then close the door of the finisher to check if the finisher executes the initialization
process.

626 Chapter 6 Numerical control panel messages

 3. If the error persists, check the paddle motor (M1).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians 627
 b. Run test 113–2600, 2 Bin Finisher Paddle Motor.

c. Ensure the motor functions correctly by viewing the finisher paddles.

d. If the motor does not function correctly, disconnect and reconnect the wire harness from the
motor to the finisher PCA.

e. Make sure that there is no damage or obstructions that would cause the failure.

f. Retest the paddle motor. If the test fails, replace the paddle motor.

Part number: JC93-01001A

For instructions: See the Repair Service Manual for this product.

4. Check the paddle home sensor S8 and actuator.

628 Chapter 6 Numerical control panel messages

 a. Using code 113-2060, 2BinFinisher Paddle home Sensor run the diagnostic test.

b. Rotate the encoder to check the reading value change.

c. Disconnect and reconnect the paddle home sensor cable.

d. Disconnect and reconnect the paddle home sensor cable on the finisher PCA.

e. Check the actuator.

f. Replace the sensor as needed.

Sensor part number: 0604-001393

For instructions: See the Repair Service Manual for this product.

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians 629
 5. Disconnect and reconnect the wire harness of the finisher PCA (CN5).

66.80.05, 66.80.78
The finisher experienced an ejector failure.

Recommended action for customers

1. Check the exit tray of the finisher and remove any paper or obstructions.

2. Open and then close the door of the finisher.

3. Check the finisher for any damaged or loose parts.

4. If the error persists, please contact customer support.

Inner Finisher: Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Check the exit tray of the finisher and remove any paper or obstructions.

2. Open and then close the door of the finisher.

3. Check the finisher for any damaged or loose parts.

630 Chapter 6 Numerical control panel messages

4. Check if one of the two metal ejectors is not form correctly.

Figure 6-302 Location of metal ejectors

Figure 6-303 Deformed Metal ejector

Figure 6-304 Metal ejectors in correct shape

a. If one or both of the metal ejectors is deformed, perform the following steps.

Inner Finisher: Recommended action for call-center agents and onsite technicians 631
 b. Remove the screw that secures the Sub Paddle Shaft assembly in place and then lift the
assembly up as shown in the following image in order to gain access to the deformed metal
ejector that is stuck on the shaft.

Figure 6-305 Remove screw

c. Push down on the deformed Metal Ejector to reshape it to a square shape. The target is to
have 90° corners as shown in following image.

Figure 6-306 Reform metal ejector

d. Put the Inner Finisher back together and test it by making 50 copies of two blank pages with
two staples on the center.

5. If the error persists, proceed to troubleshoot with the following steps.

6. Check the pre ejector motor ( M7 ).

632 Chapter 6 Numerical control panel messages

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–0561, pre ejector motor.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire
harness from the motor to the finisher PCA.

d. Check the ejector 2 gear set for any damage or obstructions. Clear obstructions as needed.

e. If no damage is found, retest the motor.

f. If the motor test fails, replace the motor.

Pre ejector motor: JC93-00998A

Ejector assembly: SS456-61001
For instructions: See the Repair Service Manual for this product.

7. If the motor test functions correctly check the pre ejector home sensor S16.

a. Using code 113-0461, run the diagnostic test for the pre ejector home sensor: Support Tools >
Service > Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines.

Inner Finisher: Recommended action for call-center agents and onsite technicians 633
 b. During the sensor test, move the pre ejector to change the sensor value. ( Tip : push the pre
ejector after pushing the stapler. )

c. Disconnect and reconnect both ends of the wire harness from the ejector assembly to the
finisher PCA.

d. If the error persists, replace the sensor or the finisher ejector.

Sensor part number: 0604-001502

Finisher sub-ejector part number: SS456-61001
For instructions: See the Repair Service Manual for this product.

8. If the sensor test functions correctly, check the end fence sensor.

a. Using code 113-0361, run the diagnostic test for the end fence sensor: Support Tools > Service
> Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines.

634 Chapter 6 Numerical control panel messages

 b. Insert paper to the end fence (callout 1) and then check the end fence sensor ( S17 ) value.
Remove the paper away from the end fence and then check the sensor value. The value
should be changed.

c. If the reading does not change, disconnect and reconnect both ends of the wire harness from
the sensor to the finisher PCA.

d. If the error persists, replace the sensor or the finisher ejector.

Sensor part number: 0604-001502

Finisher sub-ejector part number: SS456-61001
For instructions: See the Repair Service Manual for this product.

9. If the error persists, replace the finisher main PCA.

Finisher main PCA part number: JC92-02774B

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Check the exit tray of the finisher and remove any paper or obstructions.

2. Open and then close the door of the finisher.

3. Check the finisher for any damaged or loose parts.

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians 635
 4. Check the ejector 1 motor M6.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

636 Chapter 6 Numerical control panel messages

 b. Run test 113–2530, 2 Bin Finisher Eject 1 Motor.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
finisher PCA

d. Retest the motor. If the test fails, replace the motor.

Ejector 1 motor part number: JC93-01168A

Ejector unit part number: JC90-01409A
See the Repair Service Manual for this product.
See the Repair Service Manual for this product.

e. If the motor does not function correctly, disconnect and reconnect both ends of the wire
harness from the motor to the finisher PCA.

5. If the error persists, check the ejector1 motor sensor (S27).

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians 637
 a. Using code 113-2032 run the 2BinFinisher Eject1 encoder sensor diagnostic test.

b. Rotate the encoder (callout 1) to check the reading value change.

c. If the value does not change, disconnect and reconnect both ends of the wire harness from
the sensor to the finisher PCA.

d. If the error persists, replace the sensor or the finisher sub-ejector.

Ejector 1 motor sensor part number: 0604-001415

Ejector unit part number: JC90-01409A
See the Repair Service Manual for this product.
See the Repair Service Manual for this product.

638 Chapter 6 Numerical control panel messages

 6. If the error persists, check the ejector1 home sensor (S29) & the ejector1 end sensor (S28).

a. Using code 113-2031 / 113-2030, run the 2BinFinisher Eject1 home Sensor and 2BinFinisher
Eject1 away sensor diagnostic test for the sensors.

b. Move the ejector1 (callout 1) using gear (callout 2) from the home sensor to the end sensor to
check the reading value change.

c. If there is no change, disconnect and reconnect both ends of the wire harness from the
sensor to the finisher PCA.

d. Retest the sensor, if the error persists, replace the ejector unit.

Ejector unit part number: JC90-01409A

See the Repair Service Manual for this product.

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians 639
 7. If the error persists, replace the finisher main PCA.

Finisher main PCA part number: JC92-02968A

66.80.06, 66.80.77, 66.80.79

The finisher experienced an ejector 2 failure.

Inner finisher: Recommended action for customers

1. Verify that the inner finisher is installed using the following image.

2. Check the exit tray of the finisher and remove any paper or obstructions.

3. Open and then close the door of the finisher.

4. Check the finisher for any damaged or loose parts.

5. Check if the black plastic paddles on the sub-ejector mechanism are out of place

Figure 6-307 Paddle example

1 - Black plastic paddle in correct position

2 - Black plastic paddle out of place

a. If the one or both of the plastic paddles are out of place perform the following:

640 Chapter 6 Numerical control panel messages

 b. Push on the belt located at the Sub-Ejector (Callout 1 in next image) to make it move towards
the inside of the Inner Finisher. This action will allow the out of place black plastic paddle to go
back to its correct operating position.

Figure 6-308 Push belt

NOTE: The paddles move out of place most often when a user removes pages from the Inner
Finisher before the job has completed printing. To keep this issue from occurring in the future,
make sure end users wait for their jobs to complete printing before reaching in to remove their
job.

c. Print or copy a document using the stapler stacker to ensure the error is resolved.

6. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Stapler/Stacker - Booklet Maker: Recommended action for customers

1. Verify that a stapler/stacker or booklet maker finisher is installed using the following image.

2. Check the exit tray of the finisher and remove any paper or obstructions.

3. Open and then close the door of the finisher.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Stapler/Stacker - Booklet Maker: Recommended action for customers 641

 Inner Finisher: Recommended action for call-center agents

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Print or view a Configuration Page to identify whether the Inner Finisher or Stapler/Stacker /
Booklet Maker Finisher is installed to verify you are troubleshooting the correct finisher.

a. From the Home screen on the printer control panel, swipe right to navigate, and then touch
Reports.

b. From the Reports menu, touch Configuration/Status Pages.

c. Select the Configuration Page item, and then touch the Print or View button.

d. On the Configuration Page, locate the “Nickname” option under the Paper Trays and Options
heading.

2. Check the exit tray of the finisher and remove any paper or obstructions.

3. Open and then close the door of the finisher.

4. Check the finisher for any damaged or loose parts.

5. Check if the black plastic paddles on the sub-ejector mechanism are out of place. (Possible cause
1)

Figure 6-309 Paddle example

1 - Black plastic paddle in correct position

2 - Black plastic paddle out of place

a. If the one or both of the plastic paddles are out of place perform the following:

642 Chapter 6 Numerical control panel messages

 b. Push on the belt located at the Sub-Ejector (Callout 1 in next image) to make it move towards
the inside of the Inner Finisher. This action will allow the out of place black plastic paddle to go
back to its correct operating position.

Figure 6-310 Push belt

NOTE: The paddles move out of place most often when a user removes pages from the Inner
Finisher before the job has completed printing. To keep this issue from occurring in the future,
make sure end users wait for their jobs to complete printing before reaching in to remove their
job.

c. Print or copy a document using the stapler stacker to ensure the error is resolved.

6. If the error persists, dispatch a technician with not parts, to adjust the paddles on the Inner Finisher.

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Print or view a Configuration Page to identify whether the Inner Finisher or Stapler/Stacker /
Booklet Maker Finisher is installed to verify you are troubleshooting the correct finisher.

a. From the Home screen on the printer control panel, swipe right to navigate, and then touch
Reports.

b. From the Reports menu, touch Configuration/Status Pages.

c. Select the Configuration Page item, and then touch the Print or View button.

d. On the Configuration Page, locate the “Nickname” option under the Paper Trays and Options
heading.

2. Check the exit tray of the finisher and remove any paper or obstructions.

3. Open and then close the door of the finisher.

4. If the error persists, dispatch an onsite technician with a Finisher Sub-ejector unit.

Finisher Sub-Ejector Unit part: number: JC90-01409A

Inner Finisher: Recommended action for onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

Stapler/Stacker – Booklet Maker: Recommended action for call-center agents 643

 1. Verify that the inner finisher is installed using the following image.

2. Check the exit tray of the finisher and remove any paper or obstructions.

3. Open and then close the door of the finisher.

4. Check the finisher for any damaged or loose parts.

5. Check if the black plastic paddles on the sub-ejector mechanism are out of place

Figure 6-311 Paddle example

1 - Black plastic paddle in correct position

2 - Black plastic paddle out of place

a. If the one or both of the plastic paddles are out of place perform the following:

644 Chapter 6 Numerical control panel messages

 b. Push on the belt located at the Sub-Ejector (Callout 1 in next image) to make it move towards
the inside of the Inner Finisher. This action will allow the out of place black plastic paddle to go
back to its correct operating position.

Figure 6-312 Push belt

NOTE: The paddles move out of place most often when a user removes pages from the Inner
Finisher before the job has completed printing. To keep this issue from occurring in the future,
make sure end users wait for their jobs to complete printing before reaching in to remove their
job.

c. Print or copy a document using the stapler stacker to ensure the error is resolved.

6. If the error persists, check the post ejector motor ( S11 ).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Using test 113-0562, run the diagnostic test for the post ejector motor.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire
harness from the motor to the finisher PCA.

d. Check the post ejector gear set for any damage or obstructions. Clear obstructions as
needed.

e. If no damage is found, retest the motor.

f. If the motor test fails, replace the finisher ejector.

Ejector assembly: SS456-61001

Post ejector motor: JC93-01168A (post ejector motor is a sub-assembly of the ejector
assembly and can be replaced optionally, instead.)

Inner Finisher: Recommended action for onsite technicians 645

 For instructions: See the Repair Service Manual for this product.

7. If the motor test functions correctly check the post ejector home sensor S10.

a. Disconnect and reconnect both ends of the wire harness from the ejector assembly to the
finisher PCA.

b. Using code 113-0462, run the diagnostic test for the post ejector home sensor: Support Tools >
Service > Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines.

c. If the error persists, replace the sensor or the finisher ejector.

Finisher sub-ejector part number: SS456-61001

Sensor part number: 0604-001393 (sensor is a sub-assembly of the finisher sub-ejector and
can be replaced optionally, instead.)
For instructions: See the Repair Service Manual for this product.

8. If the error persists, replace the finisher main PCA.

Finisher main PCA part number: JC92-02774B

Stapler/Stacker – Booklet Maker: Recommended action onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

646 Chapter 6 Numerical control panel messages

1. Verify that a stapler/stacker or booklet maker finisher is installed using the following image.

2. Check the exit tray of the finisher and remove any paper or obstructions.

3. Open and then close the door of the finisher.

4. Check the finisher for any damaged or loose parts.

5. If the error persists, replace the Finisher Sub Ejector Unit.

Part number: JC90-01409A

For instructions: See the Repair Service Manual for this product.

NOTE: Several sub-assemblies on the Finisher Sub Ejector Unit are available to replace instead.
Optional, further troubleshooting noted below in steps 5-8, can be performed to isolate the issue to
one of these sub-assemblies and the sub-assembly replaced instead of the Finisher Sub Ejector
Unit.

If the Finisher Sub Ejector Unit does not resolve the issue, skip to step 10.

Stapler/Stacker – Booklet Maker: Recommended action onsite technicians 647

 6. Check functionality of the ejector 2 motor (M5).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

648 Chapter 6 Numerical control panel messages

 b. Run test 113–2540, 2BinFinisher Eject2 Motor.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire
harness from the motor to the finisher PCA.

d. Perform the motor test again. If the motor test fails, replace the motor M5.

Part number: JC93-01168A

For instructions: See the Repair Service Manual for this product.

7. If the motor test functions correctly and the error persists, check the check the ejector 2 motor
sensor (S23).

a. Open the following menus:

● Support Tools

Stapler/Stacker – Booklet Maker: Recommended action onsite technicians 649

 ● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2041, run the diagnostic test for the sensor.

c. Rotate the encoder (callout 1) to check the change in the value read.

d. If the error persists, disconnect and reconnect both ends of the wire harness from the ejector
assembly to the finisher PCA.

e. Replace the sensor as needed.

Sensor part number: 0604-001415

For instructions: See the Repair Service Manual for this product.

650 Chapter 6 Numerical control panel messages

8. If the error persists, check the ejector2 home sensor (S32).

a. Run test 113-2040, 2BinFinisher Eject2 home Sensor.

Stapler/Stacker – Booklet Maker: Recommended action onsite technicians 651

 b. Move the ejector 2 (callout 2) using gear (callout 1) from the home position to the other position
to check the change in the value read. Or push the ejector2 home sensor actuator (callout 3)
to check the value.

c. Check the ejector2 home sensor actuator(callout3) whether the following spring is dislodged.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

e. If error persists, replace the sensor as needed.

Sensor part number: 0604-001415

For instructions: See the Repair Service Manual for this product.

652 Chapter 6 Numerical control panel messages

9. If the error persists, check the Main output tray lower limit sensor (S26).

a. Run test 113-2144, 2BinFinisher Main Full Sensor.

b. Push the sensor actuator to check the reading value changes.

Stapler/Stacker – Booklet Maker: Recommended action onsite technicians 653

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

d. If error persists, replace the sensor as needed.

Main output tray lower limit sensor part number: 0604-001415

Removal and replacement: Main output tray lower limit sensor. Removal and replacement
procedure can be found in the booklet maker section of the service manual.
For instructions: See the Repair Service Manual for this product.

10. If the error persists, turn the printer off, and disconnect / reconnect the wire harness CN11 on the
finisher main PCA. Then turn the printer on.

11. If the error persists, replace the finisher main PCA.

Finisher main PCA part number: JC92-02968A

66.80.07
The grip ejector operation is abnormal.

Recommended action for customers

1. Check the exit tray of the finisher and remove any paper or obstructions.

2. Open and then close the door of the finisher.

3. Check the finisher for any damaged or loose parts.

4. If the error persists, please contact customer support.

654 Chapter 6 Numerical control panel messages

Recommended action for call-center agents and onsite technicians

1. Check the exit tray of the finisher and remove any paper or obstructions.

2. Open and then close the door of the finisher.

3. Check the finisher for any damaged or loose parts.

4. Check the clamp motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2510, 2 Bin Finisher Clamp Motor.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire
harness from the motor to the finisher PCA.

d. Retest the motor.

e. If the motor test fails, replace the SCU motor.

Part number: JC93-01156A

For instructions: See the Repair Service Manual for this product.

66.80.08
The inner finisher paper support unit experienced and error.

Recommended action for customers

1. Check the exit tray of the inner finisher and remove any paper or obstructions.

2. Open and then close the door of the inner finisher.

3. Check the inner finisher for any damaged or loose parts.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

Recommended action for call-center agents and onsite technicians 655

 1. Check the exit tray of the inner finisher and remove any paper or obstructions.

2. Open and then close the door of the inner finisher.

3. Check the inner finisher for any damaged or loose parts.

4. Check the paper support motor (M8).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–0571, Finisher Paper Support Motor.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire
harness from the motor to the finisher PCA.

d. Check the paper support gear set for any damage or obstructions. Clear obstructions as
needed or replace the gear transfer assembly.

Part number: JC66-04223A

e. If no damage is found, retest the motor.

f. If the motor test fails, replace the support motor.

Part number: JC93-01001B

For instructions: See the Repair Service Manual for this product.

5. If the motor test functions correctly, check the paper support sensor ( S12 ).

656 Chapter 6 Numerical control panel messages

 a. Using code 113-0481, run the diagnostic test for Finisher paper support home sensor: Support
Tools > Service > Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines.

b. Push the paper support ( Call-out 1) to ensure the reading changes.

c. If the sensor does not function correctly, disconnect and reconnect both ends of the wire
harness from the sensor to the finisher PCA.

d.

e. If the error persists, replace the paper support home sensor or the rear paper support
assembly.

Paper support home sensor part number: 0604-001393

Rear paper support assembly part number: JC90-01311A

66.80.0A
Stack stabilizer error. The finisher clamp unit experienced an error.

Recommended action for customers

1. Open and then close the door of the finisher.

66.80.0A 657
 2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Turn the printer off, and then on.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open and then close the door of the finisher.

2. Check the finisher for any damaged or loose parts and remove any obstacles.

3. If the error persists, check the paper holding motor (M7).

658 Chapter 6 Numerical control panel messages

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2510, 2 Bin Finisher Clamp Motor.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire
harness from the motor to the finisher PCA.

d. Retest the motor.

e. If the motor test fails, replace the paper holding motor.

Part number: JC93-01156A

For instructions: See the Repair Service Manual for this product.

4. If the error persists, check the paper holding home sensor (S22).

Recommended action for call-center agents and onsite technicians 659

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Using code 113-2010 2BinFinisher Clamp home Sensor, run the diagnostic test for the sensor:

660 Chapter 6 Numerical control panel messages

 c. Rotate the encoder (callout 1) to check the reading value change.

d. If there is not reading change, disconnect and reconnect both ends of the wire harness from
the sensor assembly to the finisher PCA.

e. If the error persists, replace the paper holding home sensor.

Part number: 0604-001393

For instructions: See the Repair Service Manual for this product.

5. If the error persists, turn the printer off, and disconnect / reconnect the wire harness CN13and
CN14 of the finisher PCA. And then turn the printer on.

Recommended action for call-center agents and onsite technicians 661

 66.80.0B
Stopper error. The finisher experienced an end-fence error.

Recommended action for customers

1. Open and then close the door of the finisher.

2. Check for the latest firmware version of the finisher. Upgrade the firmware as needed.

3. Turn the printer off, and then on.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open and then close the door of the finisher.

2. Check for the latest firmware version of the finisher. Upgrade the firmware as needed.

3. If the error persists, check the end fence motor (M3).

662 Chapter 6 Numerical control panel messages

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2590, 2 Bin Finisher End Fence Motor.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire
harness from the motor to the finisher PCA.

d. Retest the motor.

e. If the motor test fails, replace the end fence motor.

End fence motor (M3) part number: JC90-01467A

For instructions:

Recommended action for call-center agents and onsite technicians 663

 4. If the error persists, check the end fence home sensor (S7).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

664 Chapter 6 Numerical control panel messages

 b. Using code 113-2050 2BinFinisher End fence Sensor run the diagnostic test for the sensor.

c. Move the end fence (callout 1) from the home position to the other position to check the
reading value change.

d.

e. Disconnect and reconnect both ends of the wire harness from the ejector assembly to the
finisher PCA.

f. If the error persists, replace the sensor.

Part number: 0604-001393

For instructions: See the Repair Service Manual for this product.

66.80.0C
The finisher experienced a buffer error.

Recommended action for customers

1. Open and then close the door of the finisher.

2. Turn the printer off, and then on.

3. Check for the latest firmware version of the finisher. Upgrade the firmware as needed.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Open and then close the door of the finisher.

2. Turn the printer off, and then on.

3. Check for the latest firmware version of the finisher. Upgrade the firmware as needed.

66.80.0C 665
 4. If the error persists, check the main exit cam motor (M2).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2500, 2 Bin Finisher Buffer Lift Motor.

666 Chapter 6 Numerical control panel messages

 c. If the motor does not function correctly, disconnect and reconnect both ends of the wire
harness from the motor to the finisher PCA.

d. Retest the motor.

e. If the motor test fails, replace the buffer lift motor.

Part number: JC93-01155A

For instructions: See the Repair Service Manual for this product.

5. If the error persists, check the main exit cam home sensor (S5).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

Recommended action for call-center agents and onsite technicians 667

 ● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Using code 113-2000 2BinFinisher Buffer lift Sensor run the diagnostic test for the sensor.

c. Rotate the encoder (callout 1) to check the reading value change.

d. Disconnect and reconnect both ends of the wire harness from the ejector assembly to the
finisher PCA.

e. If the error persists, replace the sensor.

Part number: 0604-001393

For instructions: See the Repair Service Manual for this product.

66.80.20
Stapler/Stacker staple jam. The staple jaw is unable to close, most likely due to a jammed staple.

Recommended action for customers

1. Open the door of the finisher.

2. Move the stapler to the front of the finisher using the green knob.

668 Chapter 6 Numerical control panel messages

 3. Remove the staple cartridge and lift the tab and check for any jammed staples and remove them.

4. If the staple cartridge is empty, replace the staple cartridge.

5. Close the finisher door.

6. Turn the printer off, and then on.

7. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open the door of the finisher.

2. Move the stapler to the front of the finisher using the green knob.

Recommended action for call-center agents and onsite technicians 669

 3. Remove the staple cartridge and lift the tab and check for any jammed staples and remove them.

4. If the staple cartridge is empty, replace the staple cartridge.

5. Replace the stapler cartridge and close the finisher door.

6. If the staple cartridge unit is damaged, replace the staple cartridge unit.

Part number: JC81-09882A

7. Turn the printer off, and then on.

8. If the error persists, disconnect and reconnect the both ends of the wire harness to the stapler sub
unit and the finisher PCA.

9. Retest the finisher, If the error persists, replace the finisher sub-staple unit.

Part number: JC90-01412A

For instructions: See the Repair Service Manual for this product.

10. Replace the finisher PCA.

Part number: JC92-02968A

For instructions: See the Repair Service Manual for this product.

670 Chapter 6 Numerical control panel messages

66.80.27
The front alignment tamper experienced an error in the inner finisher output device.

Recommended action for customers

1. If there is jammed paper in the finisher main output tray, remove it.

2. Open the inner finisher door.

3. Use the release lever to slide the inner finisher away from the printer.

66.80.27 671
 4. Open the right and upper jam covers.

5. Inspect the areas for paper jams or obstructions.

6. Close the covers and slide the inner finisher back into place.

7. Open and then close the door of the finisher to check if the finisher executes the initialization
process.

8. Test the finisher by sending another job.

9. If the error persists, please contact customer support.

Recommended action for call-center agents

1. If there is jammed paper in the finisher main output tray, remove it.

672 Chapter 6 Numerical control panel messages

2. Open the inner finisher door.

3. Use the release lever to slide the inner finisher away from the printer.

4. Open the right and upper jam covers.

Recommended action for call-center agents 673

 5. Inspect the areas for paper jams or obstructions.

6. Close the covers and slide the inner finisher back into place.

7. Open and then close the door of the finisher to check if the finisher executes the initialization
process.

8. Test the finisher by sending another job.

9. If the error persists, dispatch the Front tamper unit assembly, which includes the Front tamper
motor (M9) and Front Tamper home sensor (S5).

Front tamper unit assembly part number: JC82-00899A

Recommended action for onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

NOTE: It is not recommended to replace the entire inner finisher to solve the problem. This error may
be caused by a malfunction of the front tamper unit or foreign objects interfering with the operation of
the unit.

1. If there is jammed paper in the finisher main output tray, remove it.

2. Open the inner finisher door.

674 Chapter 6 Numerical control panel messages

3. Use the release lever to slide the inner finisher away from the printer.

4. Open the right and upper jam covers.

5. Inspect the areas for paper jams or obstructions.

6. Close the covers and slide the inner finisher back into place.

7. Open and then close the door of the finisher to check if the finisher executes the initialization
process.

Recommended action for onsite technicians 675

 8. Test the finisher by sending another job.

9. If the error persists, check the front tamper motor (M9).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-0530, Right Tamper Motor.

c. The right (front) alignment tamper should move back and forth

d. If the motor does not function, disconnect and reconnect both ends of the wire harness to the
tamper motor and re-seat the motor.

e. Re-test the motor, if the motor still does not function, go to step 11.

10. If the motor test functions correctly, check the tamper home sensor (S5).

a. Run test 113-0390, Finisher Right Tamper Sensor: Support Tools > Service > Service Tools >
Diagnostics > Engine Diagnostics > Engine Test Routines.

b. Touch Start and then Get Status.

676 Chapter 6 Numerical control panel messages

 c. During the sensor test, move the front tamper back and forth to change the sensor value.

d. If the sensor does not function correctly, disconnect and reconnect both ends of the wire
harness between the sensor and the finisher PCA.

e. Retest the sensor, if it does not function correctly, go to Step 11.

11. If the error persists, check to see if there is anything blocking the front tamper unit assembly
moving during the initialization process. Re-seat the front tamper unit assembly.

12. If the error persists, replace the Front tamper unit assembly, which includes the Front tamper motor
(M9) and Front tamper home sensor (S5).

Part number: JC82-00899A

For instructions: See the Repair Service Manual for this product.

66.80.36
Stapler motor error.

Recommended action for customers

1. Check the staple cartridge.

66.80.36 677
 a. Open the finisher door and remove the stapler cartridge.

b. Check the staple cartridge for any jammed staples and remove them.

c. Install the staple cartridge.

d. Close the finisher cover.

2. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

678 Chapter 6 Numerical control panel messages

 b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

3. Turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for customers 679

 Recommended action for call-center agents

1. Check the staple cartridge.

a. Open the finisher door and remove the stapler cartridge.

b. Check the staple cartridge for any jammed staples and remove them.

c. Install the staple cartridge.

d. Close the finisher cover.

2. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

680 Chapter 6 Numerical control panel messages

 b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

3. Turn the printer off, and then on.

Recommended action for call-center agents 681

 4. If the error persists, dispatch an onsite technician with the following part:

Stapler position motor: JC93-00999A

Recommended action for onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Check the staple cartridge.

a. Open the finisher door and remove the stapler cartridge.

b. Check the staple cartridge for any jammed staples and remove them.

c. Install the staple cartridge.

d. Close the finisher cover.

2. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

682 Chapter 6 Numerical control panel messages

 b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

3. Turn the printer off, and then on.

Recommended action for onsite technicians 683

 4. If the error persists, check the stapler motor (callout M1).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-0550, stapler position motor.

c. Check the stapler motor (callout M1) to ensure that it moves and the motor is working.

d. If the motor does not function correctly, disconnect and reconnect both ends of the wire
harness from the motor to the finisher PCA (Rear joint).

e. Re-test the motor, if the motor still does not function, replace the stapler unit.

Stapler unit part number: JC59-00040A

For instructions: See the Repair Service Manual for this product.

684 Chapter 6 Numerical control panel messages

66.80.38
The initialization of the stacker failed to be completed within the designated time.

Recommended action for customers

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Turn the printer off, and then on.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. If there is jammed paper on the finisher main output tray, remove it.

2. Open and then close the door of the finisher to check if the finisher executes the initialization
process.

3. Check to see if there is any skew on the main output tray.

4. Check the main tray full sensor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2144, 2 Bin Finisher Main Full Sensor.

c. Touch Start and then Get Status. The reading should be “Low”.

66.80.38 685
 d. Push on the sensor actuator and make sure it moves freely. Hold the actuator down and touch
Start and then Get Status. The reading should be “High”.

e. If the reading does not change, disconnect and reconnect the wire harness from the sensor to
the finisher PCA.

f. Retest the sensor. If the test fails, replace the sensor.

Part number: 0604-001415

5. Check the main tray beam sensor.

a. Run test 113–2140, 2 Bin Finisher Main Beam Sensor.

b. Cover the beam sensor to ensure the reading changes from “Low” to “High”.

c. If the reading does not change, disconnect and reconnect the wire harness from the sensor to
the finisher PCA.

d. Retest the sensor. If the test fails, elevate the issue using the Standard Support Process.

6. Check the main tray motor.

a. Run test 113–2610, 2 Bin Finisher Main Tray Motor.

b. Ensure the finisher main tray lowers and raises during the test.

686 Chapter 6 Numerical control panel messages

 c. If the tray does not move, disconnect and reconnect the wire harness from the tray motor to
the finisher PCA.

d. Retest the tray motor. If the test fails, replace the finisher sub-stacker motor.

Part number: JC90-01415A

For instructions: See the Repair Service Manual for this product.

7. Check the home position sensor.

a. Run test 113–2510 2 Bin Finisher SCU Motor. This test check the home position sensor,

b. If the test fails, replace the home position sensor.

Part number: 0604–001415

8. If the error persists, replace the finisher PCA.

Part number: JC92-02968A

For instructions: See the Repair Service Manual for this product.

66.80.46, 66.80.80, 66.80.81, 66.80.82

The finisher experienced a stapler operation failure.

This error can be caused by the inner finisher/printer being shipped from the staging area to the
customer site WITHOUT reinstalling the shipping lock screw for the stapler unit. This causes the stapler
to move inside the inner finisher on its path. This in turn causes the staple cartridge to come out of the
stapler and it gets stuck inside the inner finisher.

● 66.80.46: Stapler front sensor failure

● 66.80.80: Stapler mid-front sensor failure

● 66.80.81: Stapler mid-rear sensor failure

● 66.80.82: Stapler rear sensor failure

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions, and remove them.

66.80.46, 66.80.80, 66.80.81, 66.80.82 687

 a. Open the finisher door.

b. Verify the stapler unit shipping/retaining screw has been removed.

Figure 6-313 Shipping screw

c. Use the release lever to slide the inner finisher away from the printer.

688 Chapter 6 Numerical control panel messages

 d. Open the right and upper jam covers.

e. Inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Turn the printer off, and then on.

4. If the error persists, please contact customer support.

Inner Finisher: Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. If this error occurs on initial install, check to see if the unit was shipped without the shipping lock
screw installed.

Inner Finisher: Recommended action for call-center agents and onsite technicians 689
 a. Check if shipping screw is present.

Figure 6-314 Shipping screw

b. If the customer reports that the 66.80.46 error displays on the control panel and is
accompanied by a loud buzzing noise, ask the customer or technician to open the front door
of the inner finisher, check the stapler position, and look to see if the staples cartridge is stuck
inside the path of the stapler.

Figure 6-315 The staple cartridge green handle stuck inside the inner finisher

c. THIS STEP IS FOR TECHNICIANS ONLY: Remove the inner finisher’s front cover, free the
stapler by pushing in the staple cartridge, and then reinstall the front cover.

The technician should then test the unit by stapling two sheets together in a test copy job.
If the 66.80.46 error does not appear on the control panel AND if there is no buzzing noise, the
inner finisher can be considered fixed.

690 Chapter 6 Numerical control panel messages

2. If the error was not caused by the unit shipped without the lock in place, continue troubleshooting
with the following steps.

3. Verify there are no jammed staples in the staple cartridge. Lift the front metal and make sure the
staples are correctly formed. Clear any damaged staples, and remove the current sheet of staples
from the cartridge if needed.

4. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

Inner Finisher: Recommended action for call-center agents and onsite technicians 691
 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams or obstructions.

e. Close the covers and slide the inner finisher into place.

5. If error persists, check the finisher stapler position sensor 1, 2, 3, 4 ( S2 ).

692 Chapter 6 Numerical control panel messages

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Use tests 113-0491 and 113-0492, to run the diagnostic test for stapler position sensor:

c. During the sensor test, move the stapler back and forward to change the sensor value.

d. If the sensors do not function correctly, disconnect and reconnect both ends of the wire
harness from the stapler position sensor to the finisher rear joint PCA.

e. Retest the sensors. If the sensors still do not function, replace the sensor as needed.

Part number: 0604-001393

For instructions: See the Repair Service Manual for this product.

6. If the error persists, check the stapler position motor ( M1 ).

a. Using code 113-0581, run the diagnostic test for stapler position motor: Support Tools > Service
> Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines

b. The stapler motor ( M1 ) should move forward and backward.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire
harness from the motor to the finisher PCA.

d. Retest the motor. If the motor still does not function, replace the motor.

Part number: JC93-00999A

Inner Finisher: Recommended action for call-center agents and onsite technicians 693
 For instructions: See the Repair Service Manual for this product.

7. If the error persists, replace the entire inner finisher.

Kit-Inner Finisher part number: Y1G00-67901

Stapler/Stacker - Booklet Maker: Recommended action for call-center agents and onsite technicians

1. Make sure that the shipping retainer screw (callout 1) has been removed.

Figure 6-316 Shipping retainer screw

2. Check the finisher for jams or obstructions.

a. Open the finisher top cover.

694 Chapter 6 Numerical control panel messages

 b. Open the inner jam cover.

c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Remove any jams or obstructions.

f. Close all finisher covers.

Stapler/Stacker - Booklet Maker: Recommended action for call-center agents and onsite technicians 695
 3. Check the stapler path whether there is an obstruction that interfere with stapler movement.
Especially check the shape and the location of end fence.

4. Check the cable that is connected into the stapler unit.

696 Chapter 6 Numerical control panel messages

 5. If the error persists, check the stapler position motor (M8).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2620, 2 Bin Finisher Stapler Move Motor.

Check the motor sound during the test.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire
harness from the motor to the finisher PCA.

Stapler/Stacker - Booklet Maker: Recommended action for call-center agents and onsite technicians 697
 d. Retest the motor. If the motor still does not function, replace the finisher sub-staple unit.

Part number: JC31-00163A

For instructions: See the Repair Service Manual for this product.

6. If the error persists, check the Stapler rear sensor (S30), Stapler mid rear sensor (S25), and Stapler
mid front sensor (S24).

a. Run test 113-2110 / 113-2111 / 113-2112, 2BinFinisher Stapler home Sensor / 2BinFinisher Stapler
rear Sensor / 2BinFinisher Stapler front Sensor.

b. Move the stapler from the stapler rear position to the other position to check the reading value
change.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

d. If the sensor test fails, replace the sensor or finisher sub-staple unit.

Sensor part number: 0604-001393

For instructions: See the Repair Service Manual for this product.
For instructions: See the Repair Service Manual for this product.
For instructions: See the Repair Service Manual for this product.

698 Chapter 6 Numerical control panel messages

 Staple unit part number: JC82-00894A
For instructions: See the Repair Service Manual for this product.

7. If the error persists, power off, and disconnect / reconnect the wire harness CN10 of the finisher
PCA. And then power on.

66.90.11
Booklet diverter failure.

Recommended action for customers

1. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

66.90.11 699
 b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

700 Chapter 6 Numerical control panel messages

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Close the finisher door and retest.

3. Turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

Recommended action for call-center agents and onsite technicians 701

 b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

702 Chapter 6 Numerical control panel messages

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Close the finisher door and retest.

3. If the error persists, turn the printer off, and then on.

4. If the error persists, check the diverter motor (M18).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–3560, Booklet Diverter Motor.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire
harness from the motor to the finisher PCA.

d. Retest the motor. If the motor still does not function replace the motor.

Part number: JC93-01153A

For instructions: See the Repair Service Manual for this product.

Recommended action for call-center agents and onsite technicians 703

 5. If the error persists, check the booklet diverter home sensor (S40).

a. Using code 113-3060 Booklet Diverter home Sensor, run the diagnostic test for the sensor.

704 Chapter 6 Numerical control panel messages

 b. Move the booklet diverter (callout 1) from the home position to the other position to check the
reading value change.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

d. Replace the sensor if needed.

Part number: 0604-001415

For instructions: See the Repair Service Manual for this product.

66.90.12
Booklet accumulator failure.

Recommended action for customers

1. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

66.90.12 705
 b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

706 Chapter 6 Numerical control panel messages

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

Recommended action for call-center agents and onsite technicians 707

 b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

708 Chapter 6 Numerical control panel messages

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. If the error persists, check the booklet tamper motor(M23).

Recommended action for call-center agents and onsite technicians 709

 a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–3540, Booklet Tamper Motor.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire
harness from the motor to the finisher PCA.

d. Retest the motor. If the motor still does not function replace the motor.

Part number: JC93-01155A

For instructions: See the Repair Service Manual for this product.

710 Chapter 6 Numerical control panel messages

4. If the error persists, check the booklet tamper home sensor (S38).

a. Using code 113-3080 Booklet Tamper home Sensor, run the diagnostic test for the sensor:

Recommended action for call-center agents and onsite technicians 711

 b. Move the booklet tamper (callout 1) from the home position to the other position to check the
reading value change.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

d. Replace the sensor if needed.

Part number: 0604-001393

For instructions: See the Repair Service Manual for this product.

66.90.13
Booklet paddle failure.

Recommended action for customers

1. Check the booklet maker for jams or obstructions.

712 Chapter 6 Numerical control panel messages

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

Recommended action for customers 713

 d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Check the booklet maker for jams or obstructions.

714 Chapter 6 Numerical control panel messages

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

Recommended action for call-center agents and onsite technicians 715

 d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

716 Chapter 6 Numerical control panel messages

4. If the error persists, check the paddle motor (M19).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–3580, Booklet Paddle Motor.

Check for the sound of the motor running.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire
harness from the motor to the finisher PCA.

d. Retest the motor. If the motor still does not function replace the motor.

Part number: JC93-01001A

For instructions: See the Repair Service Manual for this product.

Recommended action for call-center agents and onsite technicians 717

 5. If the error persists, check the booklet Paddle home Sensor (S41).

a. Using code 113-3090 Booklet Paddle home Sensor, run the diagnostic test for the sensor.

b. Rotate the booklet paddle encoder to check the reading value change.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

d. Replace the sensor if needed.

Part number: 0604-001393

718 Chapter 6 Numerical control panel messages

 For instructions: See the Repair Service Manual for this product.

6. If the error persists, power off, and disconnect and reconnect the wire harness CN7 of the booklet
maker PCA. And then power on.

66.90.14
The booklet maker experienced a knife (blade) error.

Recommended action for customers

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

66.90.14 719
 b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

720 Chapter 6 Numerical control panel messages

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Turn the printer off, and then on.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

Recommended action for call-center agents and onsite technicians 721

 b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

722 Chapter 6 Numerical control panel messages

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. If the error persists, check the booklet blade motor (M22).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

Recommended action for call-center agents and onsite technicians 723

 b. Run test 113–3550, Booklet Knife Motor.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire
harness from the motor to the finisher PCA.

d. Retest the motor. If the motor still does not function replace the motor.

Part number: JC31-00144A

See the Repair Service Manual for this product.

4. If the error persists, check the booklet blade home sensor (S45).

a. Using code 113-3040 Booklet Knife home Sensor, run the diagnostic test for the sensor.

b. Rotate the booklet blade motor to check the reading value change.

724 Chapter 6 Numerical control panel messages

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

d. Replace the sensor if needed.

Part number: 0604-001393

See the Repair Service Manual for this product.

5. If the error persists, power off, and disconnect and reconnect the wire harness CN10 of the booklet
maker PCA. And then power on.

66.90.15
The booklet maker experienced a press failure.

Recommended action for customers

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

66.90.15 725
 a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

c. Open the booklet entrance jam access door and check for paper or obstructions.

726 Chapter 6 Numerical control panel messages

d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

Recommended action for call-center agents and onsite technicians 727

 3. If the error persists, check the press motor (M16).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–3570, Booklet Press Motor.

728 Chapter 6 Numerical control panel messages

 c. If the motor does not function correctly, disconnect and reconnect both ends of the wire
harness from the motor to the finisher PCA.

d. Retest the motor. If the motor still does not function replace the motor.

Part number: JC93-01155A

See the Repair Service Manual for this product.

4. If the error persists, check the booklet presser home sensor (S37).

a. Using code 113-3130 Booklet Press home Sensor, run the diagnostic test for the sensor.

Recommended action for call-center agents and onsite technicians 729

 b. Move the booklet presser (callout 1) from the home position to the other position to check the
reading value change.

Callout 1 - Booklet presser

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
booklet maker PCA

d. Retest the motor. If the test fails, replace the sensor.

Part number: 0604-001393

See the Repair Service Manual for this product.

5. If the error persists, power off, and disconnect and reconnect the wire harness CN5 of the booklet
maker PCA. And then power on.

730 Chapter 6 Numerical control panel messages

66.90.16
Booklet maker stapler failure.

Recommended action for customers

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Remove both of the staple cartridge units and make sure there are no damaged staples. Lift the
metal bar in the leading edge of the staple units and check for properly formed staples.

4. If the error persists, power off, and disconnect and reconnect the wire harness CN4 of the booklet
maker PCA. And then power on.

5. If the error persists, replace the booklet stapler unit or booklet maker as needed.

Booklet stapler unit part number: JC82-00725A

Booklet maker part number: JC82-00905A
For instructions: See the Repair Service Manual for this product.

66.90.16 731
 66.90.21
The buffer unit has experienced an error.

Recommended action for customers:

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. If the error persists, please contact customer support.

Recommended action for call-center agents

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Upgrade the finisher and engine to the latest version of firmware.

NOTE: Finisher firmware version V04.22 or greater.

Engine firmware datecode 4.3.0.2 or greater.

4. If the firmware is not current, dispatch a technician to upgrade the firmware.

5. If the firmware is up to date, dispatch a technician to troubleshoot the following parts.

● Booklet buffer home sensor.

Part number: 0604-001393

Recommended action for onsite technicians

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Ensure the finisher and engine are running the latest version of firmware.

NOTE: Finisher firmware version V04.22 or greater.

Engine firmware 4.3.0.2 or greater.

4. If the firmware is not current, upgrade the firmware.

a. Obtain the latest firmware bundle from HP.com

b. Ensure that the finisher is correctly connected to the printer before downloading FW bundle.

NOTE: The finisher must be connected to the print engine when performing the upgrade.

732 Chapter 6 Numerical control panel messages

5. If the error persists, check the buffer home sensor (S16).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113-2210 2BinFinisher BM exit cam home sensor.

Recommended action for onsite technicians 733

 c. Rotate the buffer roller (callout 1) to check for the reading value to change.

d. If the sensor does not function correctly, disconnect and reconnect both ends of the wire
harness from the sensor to the finisher PCA.

e. Retest the sensor. if the sensor continues to fail, replace the sensor.

Part number: 0604-001393

6. If the error persists, replace the buffer roller assembly.

Buffer roller assembly part number: JC90-01672A

66.90.22 and 66.90.23

The buffer unit has experienced an error.

Recommended action for customers

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

734 Chapter 6 Numerical control panel messages

3. If the error persists, check the booklet buffer motor (M10).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–2660, 2BinFinisher BM exit cam Motor.

Recommended action for call-center agents and onsite technicians 735

 c. If the motor does not function correctly, disconnect and reconnect both ends of the wire
harness from the motor to the finisher PCA.

d. Retest the motor. If the motor still does not function replace the motor.

Part number: JC93-01152A

For instructions: See the Repair Service Manual for this product.

4. If the error persists, check the buffer home sensor (S16).

a. Using code 113-2210 2BinFinisher BM exit cam home sensor , run the diagnostic test for the
sensor.

736 Chapter 6 Numerical control panel messages

 b. Rotate the buffer roller (callout 1) to check for the reading value to change.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

d. If the test fails, replace the sensor.

Sensor part number: 0604-001393

5. If the error persists, power off, and disconnect and reconnect the wire harness CN17 of the finisher
PCA. And then power on.

Recommended action for call-center agents and onsite technicians 737

 66.90.43
The finisher experienced a booklet c-fold blade error or a booklet end fence error.

Recommended action for customers

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

738 Chapter 6 Numerical control panel messages

 c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. Turn the printer off, and then on.

Recommended action for customers 739

 4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Open and then close the door of the finisher.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

b. Check the top entrance to the booklet maker.

740 Chapter 6 Numerical control panel messages

 c. Open the booklet entrance jam access door and check for paper or obstructions.

d. Open the upper jam access door and clear any jams.

e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

4. Turn the printer off, and then on.

Recommended action for call-center agents and onsite technicians 741

 5. If the error persists, check the booklet c-fold blade motor (M17).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 113–3590, Booklet Guide Motor.

Check for the sound of the motor running.

c. If the motor does not function correctly, disconnect and reconnect both ends of the wire
harness from the motor to the finisher PCA.

d. Retest the motor. If the motor still does not function replace the motor.

Part number: JC93-01154A

For instructions: See the Repair Service Manual for this product.

742 Chapter 6 Numerical control panel messages

6. If the error persists, check the booklet c-fold blade home sensor (S39).

a. Using code 113-3050 Booklet Guide home Sensor, run the diagnostic test for the sensor.

b. Move the c-fold blade using the gear (callout 1) from the home position to the other position to
check for the reading value to change.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the booklet
maker PCA.

Recommended action for call-center agents and onsite technicians 743

 d. Replace the sensor as needed.

Part number: 0604-001393

For instructions: See the Repair Service Manual for this product.

7. If the error persists, check the booklet end fence motor (M20).

a. Using code 113-3530 Booklet Stopper Motor, run the diagnostic test for the motor.

Check for the sound of the motor running.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
booklet maker PCA.

c. Retest the motor. If the test fails, replace the motor.

Part number: JC93-01155A

For instructions: See the Repair Service Manual for this product.

744 Chapter 6 Numerical control panel messages

8. If the error persists, check the booklet end fence home sensor (S42).

a. Using code 113-3000 Booklet Stopper home Sensor, run the diagnostic test for the sensor.

Recommended action for call-center agents and onsite technicians 745

 b. Move the booklet end fence (callout 1) from the home position to another position to check for
a reading value change.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
booklet maker PCA.

d. Replace the sensor as needed.

Part number: 0604-001393

For instructions: See the Repair Service Manual for this product.

9. If the error persists, power off, and disconnect and reconnect the wire harness CN9 of the booklet
maker PCA. And then power on.

746 Chapter 6 Numerical control panel messages

67.WX.YZ error messages
67.* error messages
Errors in the 67.* family indicate a problem with the connection between the printer and an external input
tray. The printer and the tray are not communicating.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Check the connections between the PCA in the input device and the PCA in the printer.

2. Replace damaged connectors, if possible.

3. If the connector is damaged on the PCA, replace the appropriate PCA.

67.0E.01
Optional exit unit is not installed.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Check whether 2nd exit unit is installed.

2. Check the exit sensor on the 2nd exit unit.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 04077817

67.* error messages 747

 ● Service Tools

● Diagnostics

● Engine Diagnostics

● Engine Test Routines

b. Run test 102–0371, Exit2 Sensor.

c. If the test fails, disconnect and reconnect the wire harness connection on 2nd exit unit and
connector 1 on the main board PCA.

d. If the wire harness is OK, check to ensure that the sensor arm move freely. If it does not,
replace the sensor actuator parts.

Actuator bin full output part number: JC66-04339A

Actuator lever output full part number: JC66-042278A

Actuator lever part number: JC66-042218A

3. If the error persists, replace the main board PCA.

Part number: 8GR94-60003

For instructions: See the Repair Service Manual for this product.

67.04.02
The printer cannot communicate with tray 3 of the dual cassette department feeder (DCF).

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, escalate the issue using the Standard
Support Process.

1. Turn the printer off, and then on.

2. Turn the printer off.

3. Remove the rear cover.

4. Disconnect and reconnect the connector CN301 on the DCF controller PCA to ensure the
connector is seated correctly and are not damaged. Replace the connector if necessary.

Part number: JC39-01690A

748 Chapter 6 Numerical control panel messages

 5. If the error persists, replace the DCF PCA.

Part number: Y1F97-67001

For instructions: See the Repair Service Manual for this product.

70.WX.YZ error messages

70.* errors
Messages in the 70.* family indicate a problem with the DC controller or Formatter (ECB) depending on
your printer.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Replace the DC controller or the Formatter as needed.

80.WX.YZ error messages

80.* errors
Errors in the 80.* family indicate a problem with an external I/O device, such as a Jetdirect card, an EIO
card, or an external hard disk.

● 80.00.00 error: Managed device lost connection to service provider. The product is under a service
contract and has lost network connectivity for license validation.

70.* errors 749

 ● 80.01.01 error: HP Accessibility Assistant connection error. Managed device is unable to establish a
connection with the HP Accessibility Assistant.

● 80.01.02 error: Managed Device Unknown HP Accessibility Assistant error.

● 80.01.03 error: HP Accessibility Assistant connection lost. The product lost communication with the
HP Accessibility Assistant.

● 80.01.04 error: HP Accessibility Assistant disconnected. The HP Accessibility Assistant was

disconnected from the product.

● 80.01.05 error: HP Accessibility Assistant detected. Restart required. The HP Accessibility Assistant
was connected to the product after turn on. The HP Accessibility Assistant is not a plug-and-play
device.

Recommended action for customers

Customer actions for 80.* errors.

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. Reload the printer firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call center agents

Call center agent actions for 80.* errors.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. If the error persists, perform a Partial Clean procedure using the Preboot menu.

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Partial Clean, and then press the OK button.

e. Press the OK button again.

f. Press the back button once to highlight Continue, and then press the OK button.

750 Chapter 6 Numerical control panel messages

 g. The printer automatically initializes and then returns to a Ready state.

4. If the error persists, perform a Format Disk procedure using the Preboot menu, and then upgrade
the firmware to the latest version.

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Format Disk, and then press the OK button.

e. Press the OK button again.

f. Wait for the printer to automatically initialize. The message 99.09.67 appears on the control
panel.

g. Reload the firmware using a USB flash drive. See 99.09.67 error for more information.

5. If the error persists, dispatch an onsite technician (no replacement parts required).

Recommended action for call center agents

Call center agent actions for 80.* errors.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. If the error persists, perform a Partial Clean procedure using the Preboot menu.

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Partial Clean, and then press the OK button.

e. Press the OK button again.

f. Press the back button once to highlight Continue, and then press the OK button.

g. The printer automatically initializes and then returns to a Ready state.

Recommended action for call center agents 751

 4. If the error persists, perform a Format Disk procedure using the Preboot menu, and then upgrade
the firmware to the latest version.

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Format Disk, and then press the OK button.

e. Press the OK button again.

f. Wait for the printer to automatically initialize. The message 99.09.67 appears on the control
panel.

g. Reload the firmware using a USB flash drive. See 99.09.67 error for more information.

81.WX.YZ error messages

81.* errors
Errors in the 81.* family indicate a problem with an external I/O device, such as a Jetdirect card, an EIO
card, or an external hard disk.

● 81.01.00 error: NFC Error. JIO EIO Networking event.

● 81.02.00 error: NFC Error. JIO Wireless Networking event.

● 81.03.00 error: NFC Error. JIO Access Point Wireless Networking event.

● 81.04.00 error: NFC Error. JIO Jetdirect Inside Networking event.

● 81.06.00 error: NFC Error. EIO Networking event.

● 81.07.00 error: NFC Error. Internal Wireless Networking event.

● 81.08.00 error: NFC Error. Internal Access Point Wireless Networking event.

● 81.09.00 error: NFC Error. Internal Jetdirect Inside Networking event.

● 81.0A.00 error: NFC Error. NFC Accessory Error Event.

● 81.0B.00 error: NFC Error. Bluetooth Low Energy has failed.

Recommended action for customers

Customer actions for 80.* errors.

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

752 Chapter 6 Numerical control panel messages

 2. Try another network cable.

3. Reload the printer firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call center agents

Call center agent actions for 80.* errors.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. If the error persists, perform a Partial Clean procedure using the Preboot menu.

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Partial Clean, and then press the OK button.

e. Press the OK button again.

f. Press the back button once to highlight Continue, and then press the OK button.

g. The printer automatically initializes and then returns to a Ready state.

4. If the error persists, perform a Format Disk procedure using the Preboot menu, and then upgrade
the firmware to the latest version.

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Format Disk, and then press the OK button.

e. Press the OK button again.

f. Wait for the printer to automatically initialize. The message 99.09.67 appears on the control
panel.

g. Reload the firmware using a USB flash drive. See 99.09.67 error for more information.

Recommended action for call center agents 753

 5. If the error persists, dispatch an onsite technician (no replacement parts required).

Recommended action for call center agents

Call center agent actions for 80.* errors.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. If the error persists, perform a Partial Clean procedure using the Preboot menu.

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Partial Clean, and then press the OK button.

e. Press the OK button again.

f. Press the back button once to highlight Continue, and then press the OK button.

g. The printer automatically initializes and then returns to a Ready state.

4. If the error persists, perform a Format Disk procedure using the Preboot menu, and then upgrade
the firmware to the latest version.

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Format Disk, and then press the OK button.

e. Press the OK button again.

f. Wait for the printer to automatically initialize. The message 99.09.67 appears on the control
panel.

g. Reload the firmware using a USB flash drive. See 99.09.67 error for more information.

754 Chapter 6 Numerical control panel messages

82.WX.YZ error messages
82.* errors
Errors in the 82.* family indicate a problem with an external I/O device, such as a Jetdirect card, an EIO
card, or an external hard disk.

● 82.00.00 error: Memory Error.

● 82.73.45 error: Memory Error. Disk successfully cleaned. Event log only.

● 82.73.46 error: Memory Error. A hard disk or compact flash disk cleaning failed. Usually caused by a
failure of the disk hardware. Event log only.

● 82.73.47 error: Memory Error. Some of sanitized disk did not correctly verify. Event log only.

Recommended action for customers

Customer actions for 80.* errors.

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. Reload the printer firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call center agents

Call center agent actions for 80.* errors.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. If the error persists, perform a Partial Clean procedure using the Preboot menu.

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Partial Clean, and then press the OK button.

e. Press the OK button again.

f. Press the back button once to highlight Continue, and then press the OK button.

82.* errors 755

 g. The printer automatically initializes and then returns to a Ready state.

4. If the error persists, perform a Format Disk procedure using the Preboot menu, and then upgrade
the firmware to the latest version.

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Format Disk, and then press the OK button.

e. Press the OK button again.

f. Wait for the printer to automatically initialize. The message 99.09.67 appears on the control
panel.

g. Reload the firmware using a USB flash drive. See 99.09.67 error for more information.

5. If the error persists, dispatch an onsite technician (no replacement parts required).

Recommended action for call center agents

Call center agent actions for 80.* errors.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. If the error persists, perform a Partial Clean procedure using the Preboot menu.

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Partial Clean, and then press the OK button.

e. Press the OK button again.

f. Press the back button once to highlight Continue, and then press the OK button.

g. The printer automatically initializes and then returns to a Ready state.

756 Chapter 6 Numerical control panel messages

 4. If the error persists, perform a Format Disk procedure using the Preboot menu, and then upgrade
the firmware to the latest version.

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - .

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Format Disk, and then press the OK button.

e. Press the OK button again.

f. Wait for the printer to automatically initialize. The message 99.09.67 appears on the control
panel.

g. Reload the firmware using a USB flash drive. See 99.09.67 error for more information.

82.73.45 Disk Successfully cleaned

Event log only, disk successfully cleaned.

Recommended action
See recommended action.

■ No action necessary.

82.73.46, 82.73.47
A hard disk or compact flash disk cleaning failed.

This error is usually caused by a failure of the disk hardware.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the product off, and then on.

2. Reload the printer firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

82.73.45 Disk Successfully cleaned 757

 2. Use the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

3. Reload the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

90.WX.YZ error messages

90.* errors
Errors in the 90.* family are related to the control panel.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off by holding down the power button for at least 10 seconds.

2. Check the connectors on the control panel. Reseat them if necessary.

3. Turn the printer on. If the status LED on the formatter is yellow instead of green, the control panel
might be defective. Replace the control panel.

98.WX.YZ error messages

98.* errors
Errors in the 98.* family are related to data corruption in the firmware.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

758 Chapter 6 Numerical control panel messages

 2. Download and install the latest firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Download and install the most current version of the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. Use the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

4. Reload the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

98.00.00
Partition Manager encountered an unexpected exception while formatting the hard disk drive.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

Recommended action for call-center agents and onsite technicians 759

 2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Use the following steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. If the error persists, perform a Partial Clean procedure using the Preboot menu.

For the steps to perform a Partial Clean procedure, go to: HP LaserJet Enterprise Printers -
Performing a Partial Clean or Format Disk Procedure (c03398779), or follow the steps below.

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the “1/8” under the
logo.

c. Press the down-arrow button to highlight Administrator, and then press the OK button.

d. Press the down-arrow button to highlight Partial Clean, and then press the OK button.

e. Press the OK button again.

f. Press the Back button once to highlight Continue, and then press the OK button.

g. The printer will automatically reboot and should return to a Ready state.

3. If the error persists, perform the Erase and Unlock, Format Disk procedure using the Preboot menu,
then upgrade the Firmware with the latest version.

To perform Erase and Unlock from the Preboot menu, open the following menus:

● Administration (select 3)

● Manage Disks (select 6)

● Boot Device (select 6)

● Erase / Unlock (select 2)

For the steps to perform a Format Disk procedure, go to: HP LaserJet Enterprise Printers -
Performing a Partial Clean or Format Disk Procedure (c03398779), or follow the steps below.

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the “1/8” under the
logo.

c. Press the down-arrow button to highlight Administrator, and then press the OK button.

d. Press the down-arrow button to highlight Format Disk, and then press the OK button.

e. Press the OK button again.

f. Wait for the printer to automatically reboot and arrive at a 99.09.67 error.

g. Reload the firmware using a USB flash drive. For instructions, go to 99.09.67 Error (c04482478)

760 Chapter 6 Numerical control panel messages

 4. If the error persists, dispatch an on-site engineer with a hard disk drive for the formatter.

Formatter Hard disk drive - Part number: 5851-6712

Recommended action for onsite technicians

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Turn the printer off, and then on.

2. If the error persists, remove and reinstall the formatter hard disk drive, and check all the
connections on the formatter. Make sure they are fully seated.

3. If the error persists, perform a Partial Clean procedure using the Preboot menu.

For the steps to perform a Partial Clean procedure, go to: HP LaserJet Enterprise Printers -
Performing a Partial Clean or Format Disk Procedure (c03398779), or follow the steps below.

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the “1/8” under the
logo.

c. Press the down-arrow button to highlight Administrator, and then press the OK button.

d. Press the down-arrow button to highlight Partial Clean, and then press the OK button.

e. Press the OK button again.

f. Press the Back button once to highlight Continue, and then press the OK button.

g. The printer will automatically reboot and should return to a Ready state.

4. If the error persists, perform the Erase and Unlock, Format Disk procedure using the Preboot menu,
then upgrade the Firmware with the latest version.

To perform Erase and Unlock from the Preboot menu, open the following menus:

● Administration (select 3)

● Manage Disks (select 6)

● Boot Device (select 6)

● Erase / Unlock (select 2)

For the steps to perform a Format Disk procedure, go to: HP LaserJet Enterprise Printers -
Performing a Partial Clean or Format Disk Procedure (c03398779), or follow the steps below.

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the “1/8” under the
logo.

c. Press the down-arrow button to highlight Administrator, and then press the OK button.

d. Press the down-arrow button to highlight Format Disk, and then press the OK button.

e. Press the OK button again.

Recommended action for onsite technicians 761

 f. Wait for the printer to automatically reboot and arrive at a 99.09.67 error.

g. Reload the firmware using a USB flash drive. For instructions, go to 99.09.67 Error (c04482478)

5. If the error persists, replace the formatter hard disk drive, perform the Erase and Unlock, Format
Disk procedure using the Preboot menu, and then upgrade the Firmware with the latest version.

Formatter Hard disk drive - Part number: 5851-6712

6. If the error persists, replace the Formatter to test.

Refer to Formatter spare part compatibility information.

7. If the error persists, elevate the case using the Standard Support Process with detailed information
including jdp log.

98.00.01 or 98.01.00 Corrupt data in firmware volume

Data corruption has occurred in the firmware volume.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Download and install the latest firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Use the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

3. Reload the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

98.00.02 Corrupt data in the solutions volume

Data corruption has occurred in the solutions volume.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

762 Chapter 6 Numerical control panel messages

 2. Download and install the latest firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Use the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

3. Reload the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

98.00.03 Corrupt data in the configuration volume

Data corruption has occurred in the configuration volume.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then on.

2. Download and install the latest firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Download the firmware again, and then attempt the upgrade again.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. Use the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

4. Reload the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

Recommended action for call-center agents and onsite technicians 763

 98.00.04 Corrupt data in the job data volume
Data corruption has occurred in the job data volume.

Recommended action
1. Turn the printer off, and then on.

2. Make sure the printer is running the most current version of firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. Rerun the file erase function.

4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

99.WX.YZ error messages

99.* errors
Errors in the 99.* family are related to the firmware upgrade process.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Make sure the connection to the network is good, and then try the firmware upgrade again.

2. If the error persists, try using the USB upgrade method.

For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
elevate the case using the Standard Support Process.

1. Make sure the connection to the network is good, and then try the upgrade again.

2. Try using the USB upgrade method.

3. If the error persists, run the Format Disk process from the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

4. If the error persists, replace the hard disk drive.

NOTE: Do NOT replace the formatter board, it will not resolve the issue.

764 Chapter 6 Numerical control panel messages

99.00.01 Upgrade not performed file is corrupt
A remote firmware upgrade (RFU) was not performed.

This is a CRC error in the firmware image (bad image).

Recommended action
■ Download the firmware upgrade file, and then attempt the upgrade again.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions
For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

99.00.02 Upgrade not performed timeout during receive

A remote firmware upgrade (RFU) was not performed.

The issue is an I/O timeout when reading the header number and size. It indicates a problem with the
network environment, not the product.

Recommended action
Follow these troubleshooting steps in the order presented.

The most common cause is an issue with the network environment.

1. Make sure that there is a good network connection to the product, and then attempt the firmware
upgrade again.

NOTE: If the upgrade is being performed over the network, check the link light on the ethernet
connection on the printer formatter. Make sure that one light is solid and the other is blinking, which
signals that data is passing over the ethernet connection. This is an indication of a good physical
connection.

2. If the error persists, use the USB upgrade method.

For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

99.00.04 Upgrade not performed timeout during receive

A remote firmware upgrade (RFU) was not performed.

The issue is an I/O timeout when reading the header.

The most common cause is an issue with the network environment.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Make sure that there is a good network connection to the product, and then attempt the firmware
upgrade again.

NOTE: If the upgrade is being performed over the network, check the link light on the ethernet
connection on the printer formatter. Make sure that one light is solid and the other is blinking, which
signals that data is passing over the ethernet connection. This is an indication of a good physical
connection.

99.00.01 Upgrade not performed file is corrupt 765

 2. If the error persists, use the USB upgrade method.

For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

99.00.05 Upgrade not performed timeout during receive

A remote firmware upgrade (RFU) was not performed.

The issue is an I/O timeout when reading image data.

The most common cause is an issue with the network environment.

Recommended action
1. Make sure that there is a good network connection to the product, and then attempt the firmware
upgrade again.

NOTE: If the upgrade is being performed over the network, check the link light on the ethernet
connection on the printer formatter. Make sure that one light is solid and the other is blinking, which
signals that data is passing over the ethernet connection. This is an indication of a good physical
connection.

2. If the error persists, use the USB upgrade method.

For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

99.00.09 Upgrade canceled by user

A remote firmware upgrade (RFU) was not performed.

The RFU was canceled.

Recommended action
■ Resend the remote firmware upgrade (RFU).

99.00.10 Upgrade canceled by user

A remote firmware upgrade (RFU) was not performed.

The RFU was canceled when reading the header number and size.

Recommended action
■ Resend the remote firmware upgrade (RFU).

99.00.11 Upgrade canceled by user

A remote firmware upgrade (RFU) was not performed.

The RFU was canceled when reading the rest of the header, after reading the header number and size.

Recommended action
■ Resend the remote firmware upgrade (RFU).

766 Chapter 6 Numerical control panel messages

99.00.12 Upgrade not performed the file is invalid
A remote firmware upgrade (RFU) was not performed.

The header number is 1, but the header size does not match version 1 size.

Recommended action
1. Download the remote firmware upgrade (RFU) file again.

Make sure that you download the file for the correct printer model.
For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

2. Resend the RFU.

99.00.13 Upgrade not performed the file is invalid

A remote firmware upgrade (RFU) was not performed.

The header number is 2, but the header size does not match version 2 size.

Recommended action
1. Download the remote firmware upgrade (RFU) file again.

Make sure that you download the file for the correct printer model.
For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

2. Resend the RFU.

99.00.14 Upgrade not performed the file is invalid

A remote firmware upgrade (RFU) was not performed.

The file is invalid.

Recommended action
1. Download the remote firmware upgrade (RFU) file again.

Make sure that you download the file for the correct printer model.
For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

2. Resend the RFU.

99.00.2x
There is a compatibility issue with the firmware.

The specific message varies depending on the cause, but the solution for each message is the same.

● 99.00.20 (event log)

The bundle is not for this product.

● 99.00.21 (event log)

99.00.12 Upgrade not performed the file is invalid 767

 The bundle is not signed with the correct signature, or the signature is invalid.

● 99.00.22 (event log)

The bundle header version is not supported by this firmware.

● 99.00.23 (event log)

The package header version is not supported by this firmware.

● 99.00.24 (event log)

The format of the bundle is invalid.

● 99.00.25 (event log)

The format of the package is invalid.

● 99.00.26 (event log)

A CRC32 check did not pass.

● 99.00.27 (event log)

An I/O error occurred while downloading the bundle.

Recommended action
Follow these troubleshooting steps in the order presented.

1. 99.00.27 only: Turn the product off, and then on.

2. Download the correct firmware file, and then resend the firmware upgrade.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware VersionsFor the more
information, go to: HP Enterprise, HP Managed - Update the printer firmware.

3. If the error persists, try installing the upgrade by another method (USB or Embedded Web Server).

For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

99.01.xx
A firmware install error has occurred.

The specific message varies depending on the cause, but the solution for each message is the same.

● 99.01.00

● 99.01.10

● 99.01.20

● 99.01.21

Recommended action
Follow these troubleshooting steps in the order presented.

768 Chapter 6 Numerical control panel messages

 ■ Reload the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions
Firmware update steps,
For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

99.02.01
Firmware installation was successful.

Recommended action
See recommended action.

■ No action necessary.

99.02.09
Firmware upgrade cancelled by user.

Recommended action
See recommended action.

■ No action necessary.

99.05.00
Firmware installation failed. Engine installer encountered an error during installation.

Recommended action for customers

Use the following general troubleshooting steps to try to resolve the problem.

1. Turn the printer off, and then turn the printer on.

2. 2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Call-center agent solutions.

1. Turn the printer off, and then turn the printer on.

2. If the error persists, perform a Partial Clean procedure using the Preboot menu.

Use the steps below to perform a Partial Clean procedure, or go to: HP Enterprise, HP Managed
- Perform a Partial Clean or Format Disk to reset the printer (c03398779) for more detailed
information.

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the “1/8” under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

99.02.01 769
 d. Press the down arrow button to highlight Partial Clean, and then press the OK button.

e. Press the OK button again.

f. Press the back arrow button once to highlight Continue, and then press the OK button.

g. The printer automatically restarts, and should return to a Ready state.

3. If the error persists, perform the Erase/Unlock and Format Disk procedures (in that order) using the
Preboot menu. When complete, reload the firmware with the latest version

Erase/Unlock

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the “1/8” under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Manage Disks, and then press the OK button.

e. Press the down arrow button to highlight Boot Device, and then press the OK button.

f. Press the down arrow button to highlight Erase/Unlock, and then press the OK button.

NOTE: The system will be unusable until the system files are reinstalled. It erases the
encryption key. The encryption key is erased, so the disk becomes a non-encrypted disk.

g. Exit the Preeboot menu.

Format Disk
Use the steps below to perform a Format Disk procedure, or go to: HP Enterprise, HP Managed
- Perform a Partial Clean or Format Disk to reset the printer (c03398779) for more detailed
information.

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the “1/8” under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Format Disk, and then press the OK button.

e. Press the OK button again.

f. Wait for the printer to automatically reboot and arrive at a 99.09.67 error.

g. Reload the firmware using a USB flash drive. For instructions, go to HP LaserJet Enterprise, HP
OfficeJet Enterprise, HP PageWide Enterprise - 99.09.67 Error.

4. If the error persists, dispatch an on site technician with a hard-disk drive (HDD) for the Main PCA.

Main PCA hard-disk drive Part number: 5851-6712

Recommended action for onsite technicians

Onsite technician solutions.

770 Chapter 6 Numerical control panel messages

1. Turn the printer off, and then turn the printer on.

2. If the error persists, remove and then reinstall the hard-disk drive (HDD) on the Main PCA. Chanck
and make sure all of the connections on the Main PCA and Formatter are fully seated.

NOTE: Flat-flexible cables (FFCs) should be fully inserted into, and perpendicular to, the connector
body.

3. If the error persists, perform a Partial Clean procedure using the Preboot menu.

Use the steps below to perform a Partial Clean procedure, or go to: HP Enterprise, HP Managed
- Perform a Partial Clean or Format Disk to reset the printer (c03398779) for more detailed
information.

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the “1/8” under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Partial Clean, and then press the OK button.

e. Press the OK button again.

f. Press the back arrow button once to highlight Continue, and then press the OK button.

g. The printer automatically restarts, and should return to a Ready state.

4. If the error persists, perform the Erase/Unlock and Format Disk procedures (in that order) using the
Preboot menu. When complete, reload the firmware with the latest version

Erase/Unlock

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the “1/8” under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Manage Disks, and then press the OK button.

e. Press the down arrow button to highlight Boot Device, and then press the OK button.

f. Press the down arrow button to highlight Erase/Unlock, and then press the OK button.

NOTE: The system will be unusable until the system files are reinstalled. It erases the
encryption key. The encryption key is erased, so the disk becomes a non-encrypted disk.

g. Exit the Preeboot menu.

Format Disk
Use the steps below to perform a Format Disk procedure, or go to: HP Enterprise, HP Managed
- Perform a Partial Clean or Format Disk to reset the printer (c03398779) for more detailed
information.

a. Turn the printer on.

Recommended action for onsite technicians 771

 b. Press the HP logo that displays in the middle of the screen when you see the “1/8” under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Format Disk, and then press the OK button.

e. Press the OK button again.

f. Wait for the printer to automatically reboot and arrive at a 99.09.67 error.

g. Reload the firmware using a USB flash drive. For instructions, go to HP LaserJet Enterprise, HP
OfficeJet Enterprise, HP PageWide Enterprise - 99.09.67 Error.

5. If the error still persists, make sure that the MSOK on the Main PCA is installed correctly.

IMPORTANT: The MSOK must be installed so that it is positioned within the gold/black colored
bounding box.

● Callout 1: Correct MSOK installation

● Callout 2: Incorrect MSOK installation

Figure 6-317 MSOK Correct/Incorrect installation

1 2

6. If the error still persists, do the following.

a. Replace the HDD on the Main PCA.

b. Perform a Preboot menu Erase/Unlock procedure (see previous instructions).

c. Perform a Preboot menu Format Disk procedure (see previous instructions).

NOTE: Make sure to reload the firmware.

Main PCA hard-disk drive Part number: 5851-6712

7. If the error still persists, replace the Main PCA.

● E876z, E876dn series Main PCA part number: JC82-00543A

● E876du series Main PCA part number: 5CM63-67001

● E825z, E825dn series Main PCA part number: JC82-00542A

● E825du series Main PCA part number: 5CM58-67001

772 Chapter 6 Numerical control panel messages

 ● E778 series Main PCA part number: JC82-00540B

● E783 series Main PCA part number: 8GR94-60003

● E725 series Main PCA part number: JC82-00541B

8. If the error persists, escalate the case using the Standard Support Process.

99.07.20 Fax error

Fax card communication error.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Open the back cover.

3. Reseat the Fax PCA card.

4. Close the back cover and turn the printer on.

5. If the error persists, elevate the case using the Standard Support Process.

99.07.YZ Firmware install error

● 99.07.00 Unexpected fax modem FW installer error. Firmware installation failed. The fax installer
encountered an error during installation.

● 99.07.10 An error occurred accessing the repository during the fax modem FW install. Firmware
installation failed. The fax modem installer encountered an error in the repository.

● 99.07.21 The fax modem could not be reset. Firmware installation failed. The fax modem installer
failed to download flash to the modem.

● 99.07.22 Firmware installation failed. The fax modem installer failed to download firmware to the
modem.

● 99.07.23 Fax modem reset failed.

Recommended action for customers

1. Turn the printer off, and then on.

2. If possible, upgrade the firmware.

3. If the error persists, please contact customer support.

99.07.20 Fax error 773

 Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Verify the fax card is correctly installed on the formatter. Ensure the fax card is aligned with slot on
the formatter chassis and is firmly seated against the formatter board. Turn the printer on.

3. If the error persists, download and reinstall the firmware from the preboot menu.

a. Select the Administration menu.

NOTE: If there is a password assigned to the administrator, a prompt to enter the printer
displays. Enter the password to proceed.

b. Select the Download item, and then download the latest firmware. The user can now download
a new firmware bundle to the printer.

4. If the error persists, perform a Format Disk procedure using the Preboot menu and then reload the
firmware.

For the procedure to perform a Format Disk procedure, go to: HP Enterprise, HP Managed - Perform
a Partial Clean or Format Disk to reset the printer (c03398779).

5. If the error persists, elevate the case using the Standard Support Process.

99.09.61 Unsupported disk

The hard disk drive installed is not support in this printer.

The hard disk drive (HDD) is not encrypted and the printer is configured for an encrypted HDD.

Recommended action
NOTE: Do NOT replace the formatter board, it will not resolve this error.

■ Access the Preboot menu, and then select Lock Disk to lock the disk.

a. Access the Preboot menu

b. Turn the product on.

c. Touch the HP logo that displays in the center of the touchscreen until the Preboot menu item
opens.

d. Use the arrow buttons on the touchscreen to navigate the Preboot menu.

e. Touch the OK button to select a menu item.

99.09.62 Unknown disk

This error indicates that there is an encryption mismatch between the HDD and the formatter.

This typically happens because an HDD was swapped into a device from another device.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

774 Chapter 6 Numerical control panel messages

 1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action

NOTE: Do NOT replace the formatter board, it will not resolve this error.

1. Use the Preboot menu to unlock the disk.

a. Access the Preboot menu

b. Turn the product on.

c. Touch the HP logo that displays in the center of the touchscreen until the Preboot menu item
opens.

d. Use the arrow buttons on the touchscreen to navigate the Preboot menu.

e. Touch the OK button to select a menu item.

2. If a disk is to be reused in a different product, execute the Erase and Unlock procedure from the
Preboot menu, and then reload the firmware.

■ From the Preboot menu, open the following menus:

● Administration (select 3)

● Manage Disks (select 6)

● Boot Device (select 6)

● Erase / Unlock (select 2)

3. If the previous steps did not resolve the issue, replace the hard disk drive.

99.09.63 Incorrect disk

Expected encrypted hard disk drive is not present.

This is expected behavior when installing a new hard disk drive in a device where the previous hard disk
drive was encrypted.

Recommended action for customers

1. Turn the printer off, and then on.

2. If possible, upgrade the firmware.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

■ Follow the procedure to load firmware on a new hard disk drive, and then lock the disk to this printer.

Do NOT replace the formatter board, it will not resolve this.

Recommended action 775

 99.09.64 Disk Nonfunctional
A fatal hard disk drive failure has occurred.

Recommended action for customers

1. Turn the printer off, and then on.

2. If possible, upgrade the firmware.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Determine if the hard disk drive needs to be replaced.

2. Turn the printer off.

3. Check for proper installation of the hard disk. Remove the Formatter cover and ensure the hard
disk is making a good connection.

4. If the error persists, replace the formatter HDD.

Formatter HDD 500 GB part number: L41606-011

For instructions: See the Repair Service Manual for this product.
Do NOT replace the formatter board, it will not resolve this error.

5. If the error still persists, replace the formatter HDD SATA riser module.

Formatter HDD SATA riser module part number: T3U55-60001

99.09.65 Disk data error

Disk data corruption has occurred.

Recommended action
NOTE: Do NOT replace the formatter board, it will not resolve this error.

■ Use the Format Disk procedure from the Preboot menu, and then resend the remote firmware
upgrade (RFU).

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - .

99.09.66 No boot device.

A hard disk drive or eMMC is not installed in the printer.

Recommended action for customers

1. Turn the printer off, and then on.

2. If possible, upgrade the firmware.

776 Chapter 6 Numerical control panel messages

 3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Install a compatible hard disk drive.

2. If a compatible hard disk drive is installed, re-seat the hard disk drive to make sure that it is
connected correctly. Additionally, reseat all cables on the formatter, except the Flat Flexible cable
(FFC).

3. If the error persists, replace the formatter HDD.

Formatter HDD 500 GB part number: L41606-011

For instructions: See the Repair Service Manual for this product.
Do NOT replace the formatter board, it will not resolve this error.

4. If the error still persists, replace the formatter HDD SATA riser module.

Formatter HDD SATA riser module part number: T3U55-60001

99.09.67 Disk is not bootable please download firmware

There is no firmware installed on the hard disk drive or eMMC.

This is usually the result of installing a new hard disk drive or performing a Format Disk procedure from
the Preboot menu.

NOTE: When installing a new hard drive or eMMC, the disk should be formatted through the Preboot
menu, BEFORE loading firmware.

Recommended action for customers

1. Turn the printer off, and then on.

2. If possible, upgrade the firmware.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Press any button to continue to the main Preboot menu.

2. Press the Help button to see the help text for the error.

3. Select the Administration menu.

NOTE: If there is a password assigned to the administrator, a prompt to enter the printer displays.
Enter the password to proceed.

4. Select the Format disk option, select OK.

5. Select the Download item, and then download the latest firmware. The user can now download a
new firmware bundle to the printer.

Make sure that you download the file for the correct printer model.
For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

Recommended action for call-center agents and onsite technicians 777

 6. If the download fails to the hard disk drive, complete the following:

a. Turn the printer off.

b. Check for proper installation of the hard disk. Remove the Formatter cover and ensure the
hard disk is making a good connection.

c. Turn the printer on. The boot sequence is expected to stop at 99.39.67 eMMC Not Bootable.

d. Provide instructions to download firmware.

e. If the error persists, replace the formatter HDD.

Formatter HDD 500 GB part number: L41606-011

For instructions: See the Repair Service Manual for this product.
Do NOT replace the formatter board, it will not resolve this error.

f. If the error still persists, replace the formatter HDD SATA riser module.

Formatter HDD SATA riser module part number: T3U55-60001

99.39.73
The eMMC has reached its maximum usage and is now read-only.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, turn the printer off and remove and reseat the eMMC unit.

3. If the error still persist, perform and Erase and Unlock from the Preboot menu.

4. Turn the printer off, and then on.

5. Reload the firmware.

6. If the error still persists after all the above troubleshooting, replace the eMMC.

99.59.62 Unknown Disk

The hard disk drive on the formatter is an unknown type.

Recommended action
1. Ensure the hard disk drive installed is the correct one for the printer.

778 Chapter 6 Numerical control panel messages

 2. If the hard disk drive is the correct one and the error persists, disconnect and reconnect both ends
of the cable harness from the main board PCA to the hard disk drive.

3. If the error persists, replace the hard disk drive.

Part number: 5851-6712

For instructions: See the Repair Service Manual for this product.

99.59.64 Disk Nonfunctional

The hard disk drive on the formatter is not functioning.

Recommended action
1. Turn the printer off, and then on.

2. Disconnect and reconnect both ends of the cable harness from the main board PCA to the hard
disk drive.

3. If the error persists, replace the hard disk drive.

Part number: 5851-6712

For instructions: See the Repair Service Manual for this product.

IMPORTANT: Additional measure: If the above steps do not work, replace both of the cable
harnesses between the main board PCA and the hard disk drive.

● JC39-01202A (HARNESS-SATA-SIGNAL)

● JC39-01943A (HARNESS-SATA POWER)

99.59.66 No Boot Disk

The hard disk drive on the formatter is not installed or is not working.

Recommended action
1. Ensure the hard disk drive installed is the correct one for the printer.

2. Turn the printer off, and then on.

3. Disconnect and reconnect both ends of the cable harness from the main board PCA to the hard
disk drive.

4. If the error persists, replace the hard disk drive.

Part number: 5851-6712

For instructions: See the Repair Service Manual for this product.

99.59.64 Disk Nonfunctional 779

 7 Alphabetical control panel messages

Use the following alphabetical message to see further information on the message.

Alphabetical messages
Toner Collection Unit Almost Full
The toner collection unit is almost full

The toner collection unit is between 90% and 99% of its capacity.

Recommended action
1. If the "Toner Collection Unit Almost Full" appears shortly after installing the unit, then upgrade to
firmware version 4.6 or later from HP.com.

2. For all other "Toner Collection Unit Almost Full" messages and if the firmware is up to date, replace
the toner collection unit.

Tray x overfilled
A tray on the printer is overfilled with paper.

Tray overload warning (Tray2, Tray3, Tray4, Tray5)

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the specified cassette tray on the printer.

2. Check the cassette that the paper is not overloaded and make sure the paper is under the Max
Label.

Callout 1: Correctly loaded, Small arrow points to line under triangles for MAX load line.
Callout 2: Arrow points to paper over filled above the line.

3. Once adjusting the paper well then close the cassette and try print again

780 Chapter 7 Alphabetical control panel messages

 4. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Open the specified cassette tray on the printer.

2. Check the cassette that the paper is not overloaded and make sure the paper is under the Max
Label.

Callout 1: Correctly loaded, Small arrow points to line under triangles for MAX load line.
Callout 2: Arrow points to paper over filled above the line.

Callout 3: Example 1 over overfill.

Callout 4: Example 2 over overfill.

3. Once adjusting the paper well then close the cassette and try print again

4. If the error persists, then please check if there is jammed paper and remove the paper inside of the
machine.

5. If the error persists, dispatch an onsite engineer to troubleshoot further.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the specified cassette tray on the printer.

Recommended action for call-center agents 781

 2. Check the cassette that the paper is not overloaded and make sure the paper is under the Max
Label.

Callout 1: Correctly loaded, Small arrow points to line under triangles for MAX load line.
Callout 2: Arrow points to paper over filled above the line.

Callout 3: Example 1 over overfill.

Callout 4: Example 2 over overfill.

3. Once adjusting the paper well then close the cassette and try print again

4. If the error persists, then please check if there is jammed paper and remove the paper inside of the
machine.

782 Chapter 7 Alphabetical control panel messages

Index

Symbols/Numerics fuser error motor error (LaserJet)

41.WX.YZ error 4 59.WX.YZ error 4
76.00.24 5
laser scanner error 4
paper path error 4 N
B
fuser error (LaserJet)
Near Field Communication error
backup error 50.WX.YZ error 4
81.WX.YZ error 5
32.WX.YZ error 4
Bluetooth error 5
reset error 4 H
external I/O card error 5
restore error 4
hard disk partition error internal EIO error 5
98.WX.YZ error 5 wireless error 5
C
connector error I O
65.WX.YZ error 5
input accessory error output accessory error
67.WX.YZ error 5 66.WX.YZ error 5
D
input/output error OXPd/Web kit error
DC controller communication error 40.WX.YZ error 4 45.WX.YZ error 4
55.WX.YZ error 4 internal diagnostics error
DC controller firmware error 90.WX.YZ error 5 P
70.WX.YZ error 5 video display error 5
page error
digital sending error (firmware)
21.WX.YZ error 4
44.WX.YZ error 4 J
paper handling error (LaserJet)
document feeder error
jam error (LaserJet) 56.WX.YZ error 4
31.WX.YZ error 4
13.WX.YZ error 3 print bar error (PageWide)
duplexer error
jam error (PageWide) 62.WX.YZ error 5
69.WX.YZ error 5
13.WX.YZ error 4 printer memory error
job accounting error (firmware) 20.WX.YZ error 4
E
48.WX.YZ error 4
Embedded Jetdirect error job management error R
80.WX.YZ error 5 (firmware) 4
real-time clock error
engine error (LaserJet) job pipeline error (firmware) 4
11.WX.YZ error 3
46.WX.YZ error 4 job parser error (firmware)
63.WX.YZ error 5 47.WX.YZ error 4 S
engine error (PageWide) printer calibration error 4
61.WX.YZ error 4 scanner error
event log error (firmware) L 30.WX.YZ error 4
42.WX.YZ error 4 security error
laser scanner error (LaserJet)
33.WX.YZ error 4
51.WX.YZ error 4
F sensor error
52.WX.YZ error 4
54.WX.YZ error 4
fan error last update 1
58.WX.YZ error 4
58.WX.YZ error 4
supplies error (LaserJet)
firmware communication error M
10.WX.YZ error 3
49.WX.YZ error 4
memory error supplies error (PageWide)
firmware install error
82.WX.YZ error 5 17.WX.YZ error 4
99.WX.YZ error 5
EMMC error 5 system error (LaserJet)
hard disk error 5
hard disk error 5 62.WX.YZ error 5
remote firmware upgrade
error 5

Index 783
 T
tray motor error (LaserJet)
60.WX.YZ error 4
Tray x overfilled 780

784 Index