HP Color LaserJet Managed MFP E786 Series

HP Color LaserJet Managed MFP E78625, E78630, E78635

HP Color LaserJet Managed Flow MFP E78625, E78630, E78635

Control Panel Messages Document (CPMD)

www.hp.com/support/colorljE786mfp
 HP Color LaserJet Managed MFP E786,
E78625, E78630, E78635 - 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 2.9, 4/2024 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.01 Supply memory chip error .................................................................................................................................................................... 20
10.0x.03 Toner cartridge or imaging drum unit supply memory Error....................................................................................... 21
10.0x.15 Install [supply] ................................................................................................................................................................................................ 22
10.0x.35 Incompatible [Supply] .............................................................................................................................................................................30
10.00.60, 10.01.60, 10.02.60, 10.03.60 .................................................................................................................................................................. 32
10.0x.60 Imaging drum unit low ............................................................................................................................................................................36
10.0x.69 or 10.0x.70 Toner Empty ..........................................................................................................................................................................37
10.0x.69 or 10.0x.70 Imaging drum unit worn .............................................................................................................................................. 39
10.00.89, 10.00.90, 10.01.90, 10.02.90, 10.03.90 ............................................................................................................................................40
10.00.93, 10.01.93, 10.02.93, 10.03.93 .................................................................................................................................................................. 44
10.0x.B1 Supply RPC Timeout Error ...................................................................................................................................................................48
10.31.15 Toner collection unit not installed .................................................................................................................................................... 49
10.31.60, 10.31.69 Toner collection unit full .................................................................................................................................................... 52
10.3x.60 Developer unit low ....................................................................................................................................................................................56
10.38.15 Toner collection duct install error ....................................................................................................................................................57
11.WX.YZ error messages .....................................................................................................................................................................................................58
11.* errors...............................................................................................................................................................................................................................58
13.WX.YZ error messages .................................................................................................................................................................................................... 59
13.* errors.............................................................................................................................................................................................................................. 59
13.A2.D3..................................................................................................................................................................................................................................65
13.A2.D4 (DCF)...................................................................................................................................................................................................................69
13.A2.D4 (HCI)......................................................................................................................................................................................................................73
13.A2.D5 (DCF)....................................................................................................................................................................................................................77
13.A3.A3...................................................................................................................................................................................................................................81
13.A3.D3 .................................................................................................................................................................................................................................86

iii
 13.A3.D4 (DCF)...................................................................................................................................................................................................................96
13.A3.D4 (HCI) .................................................................................................................................................................................................................. 102
13.A3.D5 (DCF).................................................................................................................................................................................................................108
13.A3.FF ................................................................................................................................................................................................................................. 114
13.A4.D4 (DCF)..................................................................................................................................................................................................................116
13.A4.D5 (DCF)................................................................................................................................................................................................................. 123
13.A4.FF ................................................................................................................................................................................................................................. 131
13.A5.A5................................................................................................................................................................................................................................133
13.A5.D5 ................................................................................................................................................................................................................................137
13.A5.FF ................................................................................................................................................................................................................................ 145
13.A7.A4 (DCF)..................................................................................................................................................................................................................148
13.A7.A4 (HCI) ................................................................................................................................................................................................................... 152
13.A7.D4(HCI) ....................................................................................................................................................................................................................156
13.A8.A1.................................................................................................................................................................................................................................164
13.A8.A2.................................................................................................................................................................................................................................167
13.A8.D1 ................................................................................................................................................................................................................................ 170
13.A8.D2 ...............................................................................................................................................................................................................................180
13.A8.FF ................................................................................................................................................................................................................................189
13.B2.AD................................................................................................................................................................................................................................191
13.B2.Az ...............................................................................................................................................................................................................................193
13.B2.D1.................................................................................................................................................................................................................................196
13.B2.D2................................................................................................................................................................................................................................ 201
13.B2.D3................................................................................................................................................................................................................................207
13.B2.D4 (DCF).................................................................................................................................................................................................................210
13.B2.D4 (HCI)................................................................................................................................................................................................................... 213
13.B2.D5 (DCF)................................................................................................................................................................................................................. 216
13.B2.DD............................................................................................................................................................................................................................... 219
13.B2.FF ............................................................................................................................................................................................................................... 222
13.B9.Az Fuser Jam ................................................................................................................................................................................................... 225
13.B9.Dz ..............................................................................................................................................................................................................................230
13.B9.FF................................................................................................................................................................................................................................ 234
13.D2.Az................................................................................................................................................................................................................................237
13.D2.Dz............................................................................................................................................................................................................................... 240
13.D2.FF ...............................................................................................................................................................................................................................244
13.E1.A1 .................................................................................................................................................................................................................................. 247
13.E1.Dz ...............................................................................................................................................................................................................................250
13.E7.Az .................................................................................................................................................................................................................................257
13.E7.Dz ...............................................................................................................................................................................................................................260
13.E7.FF ................................................................................................................................................................................................................................ 265
13.59.A3 ..............................................................................................................................................................................................................................268
13.59.D3 ...............................................................................................................................................................................................................................273
13.59.FF ................................................................................................................................................................................................................................279
13.60.A1, 13.60.A2 or 13.60.A3 .............................................................................................................................................................................. 284
13.60.D1, 13.60.D2 or 13.60.D3 ............................................................................................................................................................................. 295
13.60.FF ...............................................................................................................................................................................................................................306
13.63.A1 ................................................................................................................................................................................................................................315
13.63.AZ ..............................................................................................................................................................................................................................320
13.63.DZ .............................................................................................................................................................................................................................. 325
13.63.F0 ...............................................................................................................................................................................................................................330

iv
 13.84.A1 ...............................................................................................................................................................................................................................335
13.84.D1 ...............................................................................................................................................................................................................................340
13.84.D2 ..............................................................................................................................................................................................................................345
13.84.F0 ................................................................................................................................................................................................................................ 351
13.90.A3 ..............................................................................................................................................................................................................................356
13.90.D3 ..............................................................................................................................................................................................................................363
13.91.FF .................................................................................................................................................................................................................................370
13.92.D1, 13.92.D2, 13.92.D3 or Jam in the front left door...................................................................................................................378
13.92.FF Jam in front left door ............................................................................................................................................................................384
13.95.D3 ..............................................................................................................................................................................................................................389
13.95.FF ...............................................................................................................................................................................................................................394
13.98.A3 ..............................................................................................................................................................................................................................400
13.69.A2 or 13.98.D3 ...................................................................................................................................................................................................405
20.WX.YZ error messages .................................................................................................................................................................................................. 411
20.* errors ............................................................................................................................................................................................................................ 411
30.WX.YZ error messages .................................................................................................................................................................................................. 411
30.* errors............................................................................................................................................................................................................................ 411
30.01.08 ................................................................................................................................................................................................................................ 412
30.01.41, 30.01.45, 30.01.57........................................................................................................................................................................................ 416
30.01.44..................................................................................................................................................................................................................................417
30.03.14 ................................................................................................................................................................................................................................ 422
30.03.22, 30.03.23, and 30.03.30 ....................................................................................................................................................................... 423
30.05.01, 30.05.02, 30.05.03, 30.05.04 Error................................................................................................................................................427
31.WX.YZ error messages .................................................................................................................................................................................................433
31.* errors...........................................................................................................................................................................................................................433
31.01.47 .................................................................................................................................................................................................................................433
31.03.14 .................................................................................................................................................................................................................................435
31.03.20, 31.03.22, and 31.03.31............................................................................................................................................................................436
31.03.37 ................................................................................................................................................................................................................................438
31.13.00.................................................................................................................................................................................................................................440
31.13.01 (100-sheet ADF) ...........................................................................................................................................................................................443
31.13.01 (200-sheet Flow ADF, 200-sheet ADF) .........................................................................................................................................447
31.13.02 (200-sheet Flow ADF, 200-sheet ADF) .......................................................................................................................................456
31.13.13...................................................................................................................................................................................................................................463
31.13.14 (300-sheet Flow ADF) ..............................................................................................................................................................................465
31.13.14 (100-sheet ADF).............................................................................................................................................................................................470
32.WX.YZ error messages .................................................................................................................................................................................................475
32.* errors ...........................................................................................................................................................................................................................475
32.08.A1, 32.08.A2, 32.08.A3 .................................................................................................................................................................................475
32.1C.05 ...............................................................................................................................................................................................................................475
32.1C.06 (event code)..................................................................................................................................................................................................475
32.1C.07 (event code) ..................................................................................................................................................................................................476
32.1C.08 (event code)..................................................................................................................................................................................................476
32.1C.09 (event code)..................................................................................................................................................................................................476
32.1C.0A (event code) .................................................................................................................................................................................................476
32.1C.0D (event code).................................................................................................................................................................................................477
32.1C.11 (event code) ...................................................................................................................................................................................................477
32.1C.13, 32.1C.14 .............................................................................................................................................................................................................477

v
 32.1C.15 .................................................................................................................................................................................................................................477
32.1C.2E ................................................................................................................................................................................................................................477
32.1C.2F ................................................................................................................................................................................................................................477
32.1C.40 ...............................................................................................................................................................................................................................478
32.1C.41 .................................................................................................................................................................................................................................478
32.1C.42 ................................................................................................................................................................................................................................478
32.1C.43 ................................................................................................................................................................................................................................478
32.1C.44 ................................................................................................................................................................................................................................478
32.1C.45 ................................................................................................................................................................................................................................478
32.1C.46 ................................................................................................................................................................................................................................479
32.1C.47 ................................................................................................................................................................................................................................479
32.1C.48 ................................................................................................................................................................................................................................479
32.1C.49 ................................................................................................................................................................................................................................479
32.1C.4A ...............................................................................................................................................................................................................................479
32.1C.56 ..............................................................................................................................................................................................................................480
32.1C.57 ...............................................................................................................................................................................................................................480
32.1C.58 ..............................................................................................................................................................................................................................480
32.1C.60 ..............................................................................................................................................................................................................................480
32.1C.61 ................................................................................................................................................................................................................................480
32.1C.62 ...............................................................................................................................................................................................................................480
32.1C.68 ...............................................................................................................................................................................................................................481
32.1C.69 ................................................................................................................................................................................................................................481
32.1C.6A ...............................................................................................................................................................................................................................481
32.1C.6D ...............................................................................................................................................................................................................................481
33.WX.YZ error messages .................................................................................................................................................................................................481
33.* errors...........................................................................................................................................................................................................................481
33.01.xx ...............................................................................................................................................................................................................................483
33.04.01 Missing TPM................................................................................................................................................................................................483
33.04.02 Missing TPM...............................................................................................................................................................................................484
33.04.03 Unknown TPM ...........................................................................................................................................................................................485
33.04.04 or 33.04.05 Unknown TPM................................................................................................................................................................485
33.04.06 TPM Locked Out ......................................................................................................................................................................................486
33.05.0z SureStart errors ......................................................................................................................................................................................487
33.05.1x Whitelisting errors ...................................................................................................................................................................................487
33.05.2x Intrusion detection errors ...............................................................................................................................................................488
33.06.03 Uninitialized supply chip on formatter ...................................................................................................................................489
33.08.0z SureStart errors for HP LaserJet Workflow Accelerator Card.............................................................................489
33.08.06 Boot code corrupt .................................................................................................................................................................................489
33.08.08 Upgrade corrupt .....................................................................................................................................................................................490
33.08.1x Whitelisting errors for HP LaserJet Workflow Accelerator Card..........................................................................490
33.08.19 Corrupt data in firmware volume.................................................................................................................................................. 491
33.08.6x Intrusion detection errors ................................................................................................................................................................. 491
40.WX.YZ error messages ................................................................................................................................................................................................ 492
40.* errors.......................................................................................................................................................................................................................... 492
40.00.01 USB I/O buffer overflow To continue, touch “OK” ............................................................................................................ 492
40.00.02 Embedded I/O buffer overflow To continue, touch “OK” ............................................................................................ 492
40.00.03 EIO [x] buffer overflow To continue, touch “OK” ............................................................................................................... 493
40.00.04 EIO [x] bad transmission To continue, touch “OK” .......................................................................................................... 493

vi
 40.00.05 Embedded I/O bad transmission To continue, touch OK .......................................................................................... 493
40.08.0x USB storage accessory removed ............................................................................................................................................. 493
40.0x.05 USB storage accessory removed ............................................................................................................................................. 493
41.WX.YZ error messages .................................................................................................................................................................................................494
41.* errors ...........................................................................................................................................................................................................................494
41.03.FZ Unknown Misprint Error .....................................................................................................................................................................494
41.03.01..................................................................................................................................................................................................................................497
41.03.02................................................................................................................................................................................................................................498
41.03.03.................................................................................................................................................................................................................................501
41.03.04 (DCF) .................................................................................................................................................................................................................503
41.03.05(DCF) ..................................................................................................................................................................................................................504
42.WX.YZ error messages ................................................................................................................................................................................................506
42.* errors ..........................................................................................................................................................................................................................506
42.B0.01 ...............................................................................................................................................................................................................................506
42.11.08 Invalid Flex Build.........................................................................................................................................................................................506
42.11.09 Invalid Storage............................................................................................................................................................................................ 507
42.11.10 Invalid ISA......................................................................................................................................................................................................... 507
42.11.11 Invalid CP ...........................................................................................................................................................................................................508
44.WX.YZ error messages ................................................................................................................................................................................................508
44.* errors..........................................................................................................................................................................................................................508
44.01.xx Error Event log message ...................................................................................................................................................................509
44.02.xx Error Event log message (Multifunction product only.)................................................................................................509
44.03.xx Error Event log message ..................................................................................................................................................................509
44.04.xx Error Event log message (Multifunction product only.) ................................................................................................ 510
44.05.xx Error Event log message (Multifunction product only.) ................................................................................................ 510
44.07.xx Error Event log message (Multifunction product only.) ................................................................................................. 510
44.08.xx Error Event log message (Multifunction product only.) ................................................................................................ 510
44.10.xx Error Event log message (Multifunction product only.).................................................................................................. 510
44.11.0E Error Event log message (Multifunction product only.)................................................................................................... 511
44.11.xx Error Event log message (Multifunction product only.).................................................................................................... 511
44.12.0E Error Event log message (Multifunction product only.).................................................................................................. 511
44.12.xx Error Event log message (Multifunction product only.)................................................................................................... 511
44.16.01 Error Event log message (Multifunction product only.)................................................................................................... 511
44.16.02 Error Event log message (Multifunction product only.)................................................................................................. 512
44.16.03 Error Event log message (Multifunction product only.)................................................................................................. 512
44.16.04 Error Event log message (Multifunction product only.)................................................................................................. 512
44.16.05 Error Event log message (Multifunction product only.)................................................................................................. 512
44.16.06 Error Event log message (Multifunction product only.)................................................................................................. 513
44.16.07 Error Event log message (Multifunction product only.).................................................................................................. 513
44.16.08 Error Event log message (Multifunction product only.)................................................................................................. 513
44.16.09 Error Event log message (Multifunction product only.)................................................................................................. 513
44.16.0A Error Event log message (Multifunction product only.) ................................................................................................ 514
44.16.0B Error Event log message (Multifunction product only.) ................................................................................................ 514
44.16.0D Error Event log message (Multifunction product only.) ................................................................................................ 514
44.16.0E Error Event log message (Multifunction product only.)................................................................................................. 514
44.16.0F Error Event log message (Multifunction product only.)................................................................................................. 515
44.16.10 Error Event log message (Multifunction product only.) .................................................................................................. 515
44.16.FF Error Event log message (Multifunction product only.) ................................................................................................. 515

vii
 44.34.04 Fax Modem2 Failure.............................................................................................................................................................................. 515
44.34.xx Error Event log message .................................................................................................................................................................... 515
44.90.xx, 44.91.xx, 44.92.xx Error Event log message ......................................................................................................................... 516
45.WX.YZ error messages ................................................................................................................................................................................................. 516
45.00.07 ................................................................................................................................................................................................................................ 516
45.00.1C ................................................................................................................................................................................................................................517
45.00.70 .................................................................................................................................................................................................................................517
46.WX.YZ error messages ................................................................................................................................................................................................. 518
46.* error messages ................................................................................................................................................................................................... 518
46.24.00................................................................................................................................................................................................................................ 519
46.24.01 ................................................................................................................................................................................................................................. 519
46.24.03 Invalid Configuration (Finisher and Engine speed) ......................................................................................................... 519
47.WX.YZ error messages.................................................................................................................................................................................................. 519
47.* errors............................................................................................................................................................................................................................ 519
47.00.xx ...............................................................................................................................................................................................................................520
47.01.xx errors .................................................................................................................................................................................................................520
47.02.xx ................................................................................................................................................................................................................................ 521
47.03.xx ................................................................................................................................................................................................................................ 521
47.04.xx ............................................................................................................................................................................................................................... 522
47.05.xx ............................................................................................................................................................................................................................... 522
47.06.xx ............................................................................................................................................................................................................................... 523
47.FC.yz Printer Calibration Failed To continue, touch “OK” .......................................................................................................... 523
48.WX.YZ error messages................................................................................................................................................................................................ 525
48.* errors.......................................................................................................................................................................................................................... 525
48.0D.01 Remote Image Disk error ................................................................................................................................................................. 525
49.WX.YZ error messages ................................................................................................................................................................................................ 526
49.13.01 ................................................................................................................................................................................................................................. 526
49.XX.YY Error To continue turn off then on ............................................................................................................................................. 526
50.WX.YZ error messages .................................................................................................................................................................................................527
50.* errors...........................................................................................................................................................................................................................527
50.FF.01 Fuser error ................................................................................................................................................................................................... 528
50.FF.02 Fuser error ..................................................................................................................................................................................................530
50.FF.yz Fuser error ................................................................................................................................................................................................... 532
54.WX.YZ error messages ................................................................................................................................................................................................535
54.* errors..........................................................................................................................................................................................................................535
54.14.00................................................................................................................................................................................................................................536
54.DD.01, 54.DD.02, 54.DD.03 and 54.DD.04 errors ..............................................................................................................................537
54.DD.05, 54.DD.06 and 54.DD.07 error .......................................................................................................................................................539
54.DD.08, 54.DD.09, 54.DD.0A, 54.DD.0B, 54.DD.0C, and 54.DD.0D error ...........................................................................540
54.DD.0E Wrap jam sensor calibration error ........................................................................................................................................... 541
56.WX.YZ error messages ................................................................................................................................................................................................ 542
56.* errors.......................................................................................................................................................................................................................... 542
57.WX.YZ error messages................................................................................................................................................................................................. 542
57.* errors........................................................................................................................................................................................................................... 542
57.00.01, 57.00.02 errors ..........................................................................................................................................................................................543
57.00.03, 57.00.04 errors..........................................................................................................................................................................................544

viii
 57.00.13, 57.00.14 errors ............................................................................................................................................................................................546
57.00.17, 57.00.18 errors .............................................................................................................................................................................................547
57.00.28, 57.00.29 errors .........................................................................................................................................................................................549
57.00.30, 57.00.31 OPC fan errors ..................................................................................................................................................................... 551
57.10.01 error .................................................................................................................................................................................................................... 552
59.WX.YZ error messages ................................................................................................................................................................................................553
59.* errors ..........................................................................................................................................................................................................................553
59.00.10, 59.00.20 Motor error ............................................................................................................................................................................554
59.00.30, 59.00.40 Motor error ...........................................................................................................................................................................557
59.00.90, 59.00.A0 Motor error .........................................................................................................................................................................560
59.1X.B0 Supply motor abnormal rotation ................................................................................................................................................563
59.1X.C0 Supply motor error ...............................................................................................................................................................................564
59.2X.D0 Developer motor abnormal rotation ......................................................................................................................................565
59.2X.E0 Developer motor error ......................................................................................................................................................................566
59.00.F0...............................................................................................................................................................................................................................566
59.05.50, 59.05.60 ........................................................................................................................................................................................................569
59.06.50, 59.06.60 ..........................................................................................................................................................................................................571
59.07.50, 59.07.60 ...........................................................................................................................................................................................................573
59.08.50, 59.08.60.........................................................................................................................................................................................................576
59.09.00 CPR shutter motor error ....................................................................................................................................................................578
59.10.B0, 59.10.C0...........................................................................................................................................................................................................581
59.11.B0, 59.11.C0 ............................................................................................................................................................................................................584
59.12.B0, 59.12.C0 .........................................................................................................................................................................................................588
59.13.B0, 59.13.C0 ........................................................................................................................................................................................................... 591
59.20.D0, 59.20.E0........................................................................................................................................................................................................595
59.21.D0, 59.21.E0..........................................................................................................................................................................................................598
59.22.D0, 59.22.E0.........................................................................................................................................................................................................601
59.23.D0, 59.23.E0........................................................................................................................................................................................................604
60.WX.YZ error messages................................................................................................................................................................................................ 607
60.00.02 or 60.01.02 ................................................................................................................................................................................................... 607
60.00.03 or 60.01.03 .................................................................................................................................................................................................... 612
60.00.04 or 60.01.04 (DCF) ......................................................................................................................................................................................617
60.00.04 or 60.01.04 (HCI) ...................................................................................................................................................................................... 621
60.00.05 or 60.01.05 (DCF) .....................................................................................................................................................................................627
60.02.02, 60.02.03, 60.03.02, 60.03.03, 60.02.05, 60.03.05 ...............................................................................................................631
60.03.04 ..............................................................................................................................................................................................................................634
61.WX.YZ error messages .................................................................................................................................................................................................638
61.00.00 ...............................................................................................................................................................................................................................638
61.00.01.................................................................................................................................................................................................................................638
61.00.06 ...............................................................................................................................................................................................................................639
62.WX.YZ error messages ................................................................................................................................................................................................640
62.* errors..........................................................................................................................................................................................................................640
63.WX.YZ error messages................................................................................................................................................................................................. 641
63.* errors........................................................................................................................................................................................................................... 641
63.00.02, 63.00.03, 63.00.04, or 63.00.05 Imaging drum unit error .......................................................................................... 641
63.00.06, 63.00.07, 63.00.08, or 63.00.09 Developer unit error ...................................................................................................644
63.00.49 General engine failure .......................................................................................................................................................................649

ix
 63.00.0A .............................................................................................................................................................................................................................649
63.00.0B .............................................................................................................................................................................................................................650
63.00.17, 63.00.18, 63.00.19, or 63.00.1A .......................................................................................................................................................... 651
63.00.1B .............................................................................................................................................................................................................................. 652
63.00.20 .............................................................................................................................................................................................................................653
63.00.22 ..............................................................................................................................................................................................................................654
63.00.23 ..............................................................................................................................................................................................................................655
63.00.29, 63.00.2A, 63.00.2B, 63.00.2C ........................................................................................................................................................656
63.00.2D...............................................................................................................................................................................................................................657
63.00.2E, 63.00.2F, 63.00.30, or 63.00.31 .....................................................................................................................................................660
63.00.33 or 63.00.34 .................................................................................................................................................................................................662
63.00.35 .............................................................................................................................................................................................................................663
63.00.36, 63.00.37, or 63.00.38 ...........................................................................................................................................................................665
63.00.3B, 63.00.3D, 63.00.3F, or 63.00.41.....................................................................................................................................................666
63.00.3C, 63.00.3E, 63.00.40, or 63.00.42 Toner replenishment failure.................................................................................669
63.00.44, 63.00.45, 63.00.46 or 63.00.47 ......................................................................................................................................................675
63.00.49 LSU Laser Diode error ........................................................................................................................................................................676
63.00.5Z Prefeed sensor error............................................................................................................................................................................677
63.4D.01 ................................................................................................................................................................................................................................677
63.4D.02 ...............................................................................................................................................................................................................................678
63.53.01.................................................................................................................................................................................................................................678
64.WX.YZ error messages................................................................................................................................................................................................ 679
64.01.01................................................................................................................................................................................................................................. 679
64.01.02................................................................................................................................................................................................................................680
64.01.03................................................................................................................................................................................................................................680
64.01.04.................................................................................................................................................................................................................................681
64.01.05................................................................................................................................................................................................................................682
64.01.06 ...............................................................................................................................................................................................................................682
64.01.07 ................................................................................................................................................................................................................................683
64.01.08 ...............................................................................................................................................................................................................................683
64.01.09 ...............................................................................................................................................................................................................................684
64.03.04 ..............................................................................................................................................................................................................................685
64.04.01 Workflow Accelerator Card not detected.............................................................................................................................685
64.04.02 Workflow Accelerator Card detected, but not supported in this device .......................................................686
64.04.04 Workflow Accelerator Card general error...........................................................................................................................686
64.04.05 Workflow Accelerator Card assertion failure ................................................................................................................... 687
64.04.06 Workflow Accelerator Card assertion failure................................................................................................................... 687
64.04.08 Workflow Accelerator Card Fan had to be restarted ..................................................................................................688
64.04.09 Workflow Accelerator Card Fan had to be restarted, but failed..........................................................................688
64.04.11 Workflow Accelerator Card assertion internal clock failure ....................................................................................688
64.04.12 Workflow Accelerator Card OCR failure.................................................................................................................................689
65.WX.YZ and 66.WX.YZ error messages ..............................................................................................................................................................689
65.* errors..........................................................................................................................................................................................................................689
65.00.A1 (Inner)...............................................................................................................................................................................................................690
65.00.A2 (2K) ....................................................................................................................................................................................................................696
66.* errors..........................................................................................................................................................................................................................698
66.00.A2 (2K) ....................................................................................................................................................................................................................699
66.40.36 (Inner) ............................................................................................................................................................................................................. 700

x
 66.40.46 (2K) .....................................................................................................................................................................................................................702
66.40.50 (2K) .................................................................................................................................................................................................................... 710
66.40.84 (Inner) .............................................................................................................................................................................................................. 718
66.60.25 (Inner) ..............................................................................................................................................................................................................720
66.60.28 (Inner) ..............................................................................................................................................................................................................729
66.60.28 (2K) .................................................................................................................................................................................................................... 738
66.60.30 (Inner) ..............................................................................................................................................................................................................744
66.60.32 (Inner) ..............................................................................................................................................................................................................746
66.60.32 (2K/3K) ............................................................................................................................................................................................................. 747
66.60.77 (2K)........................................................................................................................................................................................................................751
66.60.78 (2K) ......................................................................................................................................................................................................................752
66.60.79 (2K,3K) ..............................................................................................................................................................................................................753
66.60.80 (2K) .................................................................................................................................................................................................................... 756
66.60.77 (Inner), 66.60.78 (Inner), 66.60.79 (Inner), 66.60.80 (Inner), 66.80.04 (Inner) .................................................... 757
66.60.81, 66.60.82 (Inner) .........................................................................................................................................................................................765
66.60.83 (Inner) .............................................................................................................................................................................................................. 767
66.60.84 (Inner) ..............................................................................................................................................................................................................770
66.80.04 (2K) ....................................................................................................................................................................................................................773
66.80.05 (Inner), 66.80.06 (Inner), 66.80.78 (Inner) .................................................................................................................................781
66.80.05 (2K), 66.80.78 .............................................................................................................................................................................................. 791
66.80.06 (2K), 66.80.79 .............................................................................................................................................................................................. 795
66.80.08 (Inner) ............................................................................................................................................................................................................. 799
66.80.20 (2K) ................................................................................................................................................................................................................... 807
66.80.27 (Inner) ...............................................................................................................................................................................................................815
66.80.36 (Inner) ..............................................................................................................................................................................................................819
66.80.38 (2K) ................................................................................................................................................................................................................... 824
66.80.46 (2K), 66.80.80, 66.80.81, 66.80.82 .................................................................................................................................................831
66.80.77 (2K, 3K).............................................................................................................................................................................................................836
66.80.78 (2K) ....................................................................................................................................................................................................................838
66.80.79 (2K) ....................................................................................................................................................................................................................848
66.80.84, 66.80.85, 66.80.86 (Inner) ................................................................................................................................................................860
66.80.0A (2K) ...................................................................................................................................................................................................................869
66.80.0B (2K) ....................................................................................................................................................................................................................878
66.80.0C (2K) ...................................................................................................................................................................................................................886
66.90.11 (2K) ......................................................................................................................................................................................................................889
66.90.12 (2K) ......................................................................................................................................................................................................................895
66.90.13 (2K)......................................................................................................................................................................................................................900
66.90.14 (2K)......................................................................................................................................................................................................................906
66.90.15 (2K)........................................................................................................................................................................................................................911
66.90.16 (2K)....................................................................................................................................................................................................................... 917
66.90.21 (2K) ...................................................................................................................................................................................................................... 921
66.90.22 (2K) and 66.90.23 (2K)........................................................................................................................................................................... 925
66.90.43 (2K).....................................................................................................................................................................................................................928
66.90.51 (2K)......................................................................................................................................................................................................................930
67.WX.YZ error messages................................................................................................................................................................................................. 932
67.* error messages................................................................................................................................................................................................... 932
67.0E.01 ...............................................................................................................................................................................................................................933
67.04.01 ...............................................................................................................................................................................................................................934

xi
 67.04.02 ..............................................................................................................................................................................................................................935
70.WX.YZ error messages..................................................................................................................................................................................................937
70.* errors............................................................................................................................................................................................................................937
80.WX.YZ error messages.................................................................................................................................................................................................937
80.* errors...........................................................................................................................................................................................................................937
81.WX.YZ error messages.................................................................................................................................................................................................940
81.* errors...........................................................................................................................................................................................................................940
82.WX.YZ error messages ................................................................................................................................................................................................ 942
82.* errors.......................................................................................................................................................................................................................... 942
82.73.45 Disk Successfully cleaned ..............................................................................................................................................................943
82.73.46, 82.73.47 ..........................................................................................................................................................................................................943
90.WX.YZ error messages................................................................................................................................................................................................944
90.* errors..........................................................................................................................................................................................................................944
98.WX.YZ error messages................................................................................................................................................................................................944
98.* errors..........................................................................................................................................................................................................................944
98.00.01 or 98.01.00 Corrupt data in firmware volume ....................................................................................................................945
98.00.02 Corrupt data in the solutions volume .....................................................................................................................................946
98.00.03 Corrupt data in the configuration volume ..........................................................................................................................946
98.00.04 Corrupt data in the job data volume ........................................................................................................................................947
99.WX.YZ error messages .................................................................................................................................................................................................947
99.* errors...........................................................................................................................................................................................................................947
99.00.01 Upgrade not performed file is corrupt ...................................................................................................................................948
99.00.02 Upgrade not performed timeout during receive ............................................................................................................948
99.00.04 Upgrade not performed timeout during receive ............................................................................................................948
99.00.05 Upgrade not performed timeout during receive ............................................................................................................949
99.00.09 Upgrade canceled by user .............................................................................................................................................................949
99.00.10 Upgrade canceled by user ..............................................................................................................................................................949
99.00.11 Upgrade canceled by user ................................................................................................................................................................950
99.00.12 Upgrade not performed the file is invalid ..............................................................................................................................950
99.00.13 Upgrade not performed the file is invalid ..............................................................................................................................950
99.00.14 Upgrade not performed the file is invalid ..............................................................................................................................950
99.00.2x ............................................................................................................................................................................................................................... 951
99.01.xx ................................................................................................................................................................................................................................ 951
99.02.01 ............................................................................................................................................................................................................................... 952
99.02.09 .............................................................................................................................................................................................................................. 952
99.07.20 Fax error......................................................................................................................................................................................................... 952
99.07.YZ Firmware install error ..........................................................................................................................................................................953
99.09.61 Unsupported disk ...................................................................................................................................................................................953
99.09.62 Unknown disk ...........................................................................................................................................................................................954
99.09.63 Incorrect disk ...........................................................................................................................................................................................954
99.09.64 Disk Nonfunctional ..............................................................................................................................................................................955
99.09.65 Disk data error ........................................................................................................................................................................................955
99.09.66 No boot device ........................................................................................................................................................................................956
99.09.67 Disk is not bootable please download firmware .............................................................................................................956
99.39.73 ...............................................................................................................................................................................................................................957
99.59.62 Unknown Disk ............................................................................................................................................................................................957
99.59.64 Disk Nonfunctional ...............................................................................................................................................................................958

xii
 99.59.66 No Boot Disk .............................................................................................................................................................................................958

7 Alphabetical control panel messages...........................................................................................................................................................................959

Alphabetical error messages........................................................................................................................................................................................959
Outbin full ..........................................................................................................................................................................................................................959
Output bin full (Inner).................................................................................................................................................................................................962
System Main has Failed..........................................................................................................................................................................................965
Tray 1 Empty Load Tray 1 .......................................................................................................................................................................................... 967
Tray 2 Empty Load Tray 2 .........................................................................................................................................................................................970
Tray 3 Empty Load Tray 3 .........................................................................................................................................................................................974
Tray 4 Empty Load Tray 4 (DCF)...........................................................................................................................................................................977
Tray 5 Empty Load Tray 5 (DCF)..........................................................................................................................................................................980
Tray 4 Empty Load Tray 4 (HCI) ...........................................................................................................................................................................983
Tray x overfilled.............................................................................................................................................................................................................. 987

Index.............................................................................................................................................................................................................................................................990

xiii
1 Document last updated

The following is the last time this document was updated:

Last update: April 10, 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: April 10, 2024

Service mode PIN number:

E78625-E78635 series: 03078622

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

● 10.05.XX = Black imaging drum unit

● 10.06.XX = Cyan imaging drum unit

● 10.07.XX = Magenta imaging drum unit

● 10.08.XX = Yellow imaging drum unit

● 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.

18 Chapter 6 Numerical control panel messages

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.

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

2. For imaging drum unit:

a. Remove and then reinstall the imaging drum unit.

b. Check the electronic chip on the unit if it is visible. If the chip is damaged, replace the imaging
drum unit.

c. If print quality is unacceptable, or if printing cannot continue, replace the imaging drum unit.

3. 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.

4. 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.

5. 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.

6. 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.

7. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

Recommended action 19
 10.xx.01 Supply memory chip error
The indicated supply is incompatible with the printer. This error occurs when the printer is using dynamic
security. The supply installed is incompatible for a product or is otherwise improper, or a connection
error has caused the information to be read incorrectly.

Install toner cartridge

● 10.00.01 Black toner cartridge

● 10.01.01 Cyan toner cartridge

● 10.02.01 Magenta toner cartridge

● 10.03.01 Yellow toner cartridge

● 10.05.01 Black imaging drum unit

● 10.06.01 Cyan imaging drum unit

● 10.07.01 Magenta imaging drum unit

● 10.08.01 Yellow imaging drum unit

● 10.23.01 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 or you have any further issues, 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 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, replace with a genuine toner cartridge or imaging drum unit or fuser unit.

● Toner cartridge part number

– W9150-67007 - Black standard toner cartridge (X toner cartridge)

– W9151-67007 - Cyan standard toner cartridge (X toner cartridge)

– W9153-67007 - Magenta standard toner cartridge (X toner cartridge)

– W9152-67007 - Yellow standard toner cartridge (X toner cartridge)

– W9140-67005 - Black lower yield toner cartridge (A toner cartridge)

– W9141-67006 - Cyan lower yield toner cartridge (A toner cartridge)

– W9143-67005 - Magenta lower yield toner cartridge (A toner cartridge)

20 Chapter 6 Numerical control panel messages

 – W9142-67005 - Yellow lower yield toner cartridge (A toner cartridge)

● Imaging drum unit part number

– W9074-67001 - Black imaging drum unit

– W9075-67001 - Cyan, Magenta, Yellow imaging drum unit

3. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

10.0x.03 Toner cartridge or imaging drum unit supply memory Error

Supply memory error

● 10.00.03 Black toner cartridge; Supply memory error

● 10.01.03 Cyan toner cartridge; Supply memory error

● 10.02.03 Magenta toner cartridge; Supply memory error

● 10.03.03 Yellow toner cartridge; Supply memory error

● 10.05.03 Black imaging drum unit; Supply memory error

● 10.06.03 Cyan imaging drum unit; Supply memory error

● 10.07.03 Magenta imaging drum unit; Supply memory error

● 10.08.03 Yellow imaging drum unit; 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. Turn the printer off, and then on.

2. Access the Store Usage Data setting 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.

3. If the printer is set to Not on supplies, please contact support to upgrade firmware.

4. If the error persists or you have any further issues, contact your HP-authorized service or support
provider, or contact customer support at www.hp.com/go/contactHP.

10.0x.03 Toner cartridge or imaging drum unit supply memory Error 21

 Recommended action for call-center agents and onsite technicians
IMPORTANT: Search for the following emerging issue document on WISE to see if it pertains to issue
the customer is having: 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) (c06301857).

1. Make sure the Store Usage Data 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 the Not on supplies setting value.

2. If it is set to Not on supplies, change this setting back to the default value of On Supplies.

3. Upgrade the printer to the firmware version FutureSmart 4.5.4 or newer.

NOTE: For more information on this error, search for the following document on WISE: HP Color
LaserJet Managed MFP E77820-E78635, E78223-E78230, E87640-E87660 - 10.xx.03, cartridge or
drum errors (c05920060).

4. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

10.0x.15 Install [supply]

The indicated supply has been removed or is installed incorrectly.

Install toner cartridge

● 10.00.15 Black toner cartridge

● 10.01.15 Cyan toner cartridge

● 10.02.15 Magenta toner cartridge

● 10.03.15 Yellow toner cartridge

Install imaging drum unit

● 10.05.15 Black imaging drum unit

● 10.06.15 Cyan imaging drum unit

● 10.07.15 Magenta imaging drum unit

● 10.08.15 Yellow imaging drum unit

Recommended action for customers

1. Turn the printer off, and then on.

22 Chapter 6 Numerical control panel messages

 2. If the error persists, replace the toner cartridge indicated.

a. Open the front cover.

b. Touch the Supplies button on the printer control panel.

c. Select the Eject button to release the toner cartridge.

d. Pull the handle to remove the toner cartridge from the printer.

e. Remove the toner cartridge.

f. Install the new toner cartridge.

Toner cartridge part number

● W9150-67007 - Black standard toner cartridge (X toner cartridge)

● W9151-67007 - Cyan standard toner cartridge (X toner cartridge)

● W9153-67007 - Magenta standard toner cartridge (X toner cartridge)

● W9152-67007 - Yellow standard toner cartridge (X toner cartridge)

● W9140-67005 - Black lower yield toner cartridge (A toner cartridge)

● W9141-67006 - Cyan lower yield toner cartridge (A toner cartridge)

● W9143-67005 - Magenta lower yield toner cartridge (A toner cartridge)

● W9142-67005 - Yellow lower yield toner cartridge (A toner cartridge)

g. 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.

3. If an imaging drum unit needs to be installed or if the message continues, please follow the next
step.

4. If the error persists or you have any further issues, contact your HP-authorized service or support
provider, or contact customer support at www.hp.com/go/contactHP.

Toner cartridge recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, open the front cover. Check if the toner cartridge is installed.

3. Remove and reinstall the toner cartridge.

a. Open the front cover.

b. Touch the Supplies button on the printer control panel.

c. Select the Eject button to release the toner cartridge.

d. Pull the handle to remove the toner cartridge from the printer.

e. Remove the toner cartridge.

Toner cartridge recommended action for call-center agents 23

 f. Reinstall the toner cartridge.

4. Check if the toner cartridge is installed correctly.

5. Check the toner cartridge for damage.

a. Rotate the gear on the toner cartridge to make sure that it moves freely.

NOTE: If you saved one of the handles when installing the toner cartridges, you can use it to
turn the gear.

b. Check if the CRUM connector of the toner cartridge is broken or assembled abnormally.

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

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

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

a. Check if the CRUM connection (connector) is installed correctly.

b. If the CRUM connection (connector) is installed incorrectly or if the message continues,

please follow the next step.

7. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

24 Chapter 6 Numerical control panel messages

 ● Log capture: System log file(.jdp), Engine log file(.log)

Toner cartridge 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 front cover. Check if the toner cartridge is installed.

2. Remove and reinstall the toner cartridge.

a. Open the front cover.

b. Touch the Supplies button on the printer control panel.

c. Select the Eject button to release the toner cartridge.

d. Pull the handle to remove the toner cartridge from the printer.

e. Remove the toner cartridge.

f. Reinstall the toner cartridge.

3. Check if the toner cartridge is installed correctly.

4. Check the toner cartridge for damage.

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

NOTE: If you saved one of the handles when installing the toner cartridges, you can use it to
turn the gear.

b. Check if the CRUM connector of the toner cartridge is broken or assembled abnormally.

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

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

Toner cartridge part number

● W9150-67007 - Black standard toner cartridge (X toner cartridge)

● W9151-67007 - Cyan standard toner cartridge (X toner cartridge)

● W9153-67007 - Magenta standard toner cartridge (X toner cartridge)

Toner cartridge recommended action for onsite technicians 25

 ● W9152-67007 - Yellow standard toner cartridge (X toner cartridge)

● W9140-67005 - Black lower yield toner cartridge (A toner cartridge)

● W9141-67006 - Cyan lower yield toner cartridge (A toner cartridge)

● W9143-67005 - Magenta lower yield toner cartridge (A toner cartridge)

● W9142-67005 - Yellow lower yield toner cartridge (A toner cartridge)

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

a. Check if the CRUM connection (connector) is installed correctly.

b. If the connector is not installed correctly, open the rear cover and reinstall 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 formatter interface connector, replace the PCA.

Part number: JC93-01822A

7. Check the connection between the formatter and the CRUM joint PCA. If the connection is bad,
replace the harness or the CRUM joint PCA or the formatter.

CRUM joint PCA part number: JC93-01822A

Formatter PCA part number: 6CF14-67003
For instructions on removing and replacing the formatter, see the Repair Service Manual for this
product.

8. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

Imaging drum unit recommended action for call-center agents

1. Turn the printer off, and then on.

26 Chapter 6 Numerical control panel messages

2. If the error persists, open the front cover. Remove the toner collection unit.

3. Open the right cover. Remove and reinstall the imaging drum unit.

4. If the error persists, remove imaging drum unit.

5. Check if the imaging drum unit latch is damaged.

Part number: W9074-67001

Figure 6-1 Unlatch imaging drum unit

6. Check if the CRUM connector of the imaging drum unit is broken or not seated correctly. If the
CRUM connector is pushed into the imaging drum unit, try to pull the CRUM connector out, and
make sure it is seated correctly.

Part number: W9074-67001

For instructions on removing and replacing imaging drum unit, see the Repair Service Manual for
this product.

Imaging drum unit recommended action for call-center agents 27

 7. If the imaging drum unit latch is damaged or the CRUM connector is damaged or defective or if the
message continues, please follow the next step.

8. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

Imaging drum unit 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 front cover. Remove the toner collection unit.

2. Open the right cover. Remove and reinstall the imaging drum unit.

3. If the error persists, remove imaging drum unit.

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

Part number: W9074-67001

28 Chapter 6 Numerical control panel messages

 Figure 6-2 Unlatch imaging drum unit

5. Check if the CRUM connector of the imaging drum unit is broken or not seated correctly. If the
CRUM connector is pushed into the imaging drum unit, try to pull the CRUM connector out and
ensure it is seated correctly.

● If the CRUM connector is damaged or defective, replace the imaging drum unit.

Part number: W9074-67001

For instructions on removing and replacing imaging drum unit, see the Repair Service Manual
for this product.

● If the CRUM connector is pushed into the imaging drum unit, try to pull the jack out, and then
make sure it is seated correctly.

6. With the imaging drum unit out, check for CRUM connector installation problems inside the printer.

● Check if the CRUM connection is installed correctly.

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

Imaging drum unit recommended action for onsite technicians 29

 7. Check the CRUM joint PCA for any problems with the CRUM connector pins or the formatter
interface connector. If needed, replace the PCA.

Toner CRUM module assembly part number: JC93-01822A

8. Check the connection between the formatter and the CRUM joint PCA. If the connection is bad,
replace the harness or the CRUM joint PCA or the formatter.

CRUM joint PCA part number: JC93-01822A (Toner CRUM module assembly)
Formatter PCA part number: 6CF14-67003

9. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

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 imaging drum unit

10.06.35 Cyan imaging drum unit

10.07.35 Magenta imaging drum unit

10.08.35 Yellow imaging drum unit

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, replace the toner cartridge indicated.

a. Open the front cover.

b. Touch the Supplies button on the printer control panel.

c. Select the Eject button to release the toner cartridge.

d. Pull the handle to remove the toner cartridge from the printer.

e. Remove the toner cartridge.

30 Chapter 6 Numerical control panel messages

 f. Install the new toner cartridge.

Toner cartridge part number

● W9150-67007 - Black standard toner cartridge (X toner cartridge)

● W9151-67007 - Cyan standard toner cartridge (X toner cartridge)

● W9153-67007 - Magenta standard toner cartridge (X toner cartridge)

● W9152-67007 - Yellow standard toner cartridge (X toner cartridge)

● W9140-67005 - Black lower yield toner cartridge (A toner cartridge)

● W9141-67006 - Cyan lower yield toner cartridge (A toner cartridge)

● W9143-67005 - Magenta lower yield toner cartridge (A toner cartridge)

● W9142-67005 - Yellow lower yield toner cartridge (A toner cartridge)

g. 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.

3. If an imaging drum unit needs to be installed or if the message continues, please follow the next
step.

4. If the error persists or you have any further issues, 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. Replace the supplies indicated.

a. Open the front cover.

b. Touch the Supplies button on the printer control panel.

c. Select the Eject button to release the toner cartridge.

d. Pull the handle to remove the toner cartridge from the printer.

e. For the imaging drum unit, open the front cover and remove the TCU.

2. Remove and reinstall the indicated supply to make sure it is correctly installed.

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

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

Toner cartridge part number

● W9150-67007 - Black standard toner cartridge (X toner cartridge)

● W9151-67007 - Cyan standard toner cartridge (X toner cartridge)

● W9153-67007 - Magenta standard toner cartridge (X toner cartridge)

● W9152-67007 - Yellow standard toner cartridge (X toner cartridge)

Recommended action for call-center agents and onsite technicians 31

 ● W9140-67005 - Black lower yield toner cartridge (A toner cartridge)

● W9141-67006 - Cyan lower yield toner cartridge (A toner cartridge)

● W9143-67005 - Magenta lower yield toner cartridge (A toner cartridge)

● W9142-67005 - Yellow lower yield toner cartridge (A toner cartridge)

Imaging drum unit part number

● W9074-67001 - Black imaging drum unit

● W9075-67001 – Cyan, Magenta, Yellow imaging drum unit

For instructions on replacing the imaging drum unit, see the Repair Service Manual for this product.

5. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

10.00.60, 10.01.60, 10.02.60, 10.03.60

The toner supply in the toner cartridge is malfunctioning.

The T/C sensor indicates that the toner in the development unit is insufficient.

● 10.00.60 Black toner replenishment failure

● 10.01.60 Cyan toner replenishment failure

● 10.02.60 Magenta toner replenishment failure

● 10.03.60 Yellow toner replenishment failure

Recommended action for customers

■ If the error persists and the print quality is no longer acceptable or a new toner cartridge has not
been received, contact your HP-authorized service, support provider and administrator, or contact
customer support at www.hp.com/go/contactHP.

Recommended action for call-center agents

■ If the error persists, dispatch an onsite technician with the toner cartridge for the error reported.

Part number:

● W9150-67007 - Black standard toner cartridge (X toner cartridge)

● W9151-67007 - Cyan standard toner cartridge (X toner cartridge)

● W9153-67007 - Magenta standard toner cartridge (X toner cartridge)

32 Chapter 6 Numerical control panel messages

 ● W9152-67007 - Yellow standard toner cartridge (X toner cartridge)

● W9140-67005 - Black lower yield toner cartridge (A toner cartridge)

● W9141-67006 - Cyan lower yield toner cartridge (A toner cartridge)

● W9143-67005 - Magenta lower yield toner cartridge (A toner cartridge)

● W9142-67005 - Yellow lower yield toner cartridge (A toner cartridge)

Recommended action for onsite technicians

1. Check the toner cartridge.

a. Pull out the toner cartridge from the printer.

i. Open the front cover.

ii. Pull out the waste toner duct.

iii. Select the Eject button on the control panel. Log in to Administrator Access Code or
Service Access Code.

iv. Eject the cartridge.

v. Pull out the cartridge.

Recommended action for onsite technicians 33

 b. Check the load of the cartridge. Rotate the gear of the cartridge.

c. Check the emptiness of the cartridge by shaking it.

d. If there are any problems in the cartridge, replace it.

Part number:

● W9150-67007 - Black standard toner cartridge (X toner cartridge)

● W9151-67007 - Cyan standard toner cartridge (X toner cartridge)

● W9153-67007 - Magenta standard toner cartridge (X toner cartridge)

● W9152-67007 - Yellow standard toner cartridge (X toner cartridge)

● W9140-67005 - Black lower yield toner cartridge (A toner cartridge)

● W9141-67006 - Cyan lower yield toner cartridge (A toner cartridge)

● W9143-67005 - Magenta lower yield toner cartridge (A toner cartridge)

● W9142-67005 - Yellow lower yield toner cartridge (A toner cartridge)

34 Chapter 6 Numerical control panel messages

2. Check the toner dispense motor by diagnosing the toner dispense motor.

a. Run the diagnostic test for the motor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Component Tests > Toner > Toner Dispense
Motor.

Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this document.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Main-J86).

c. Retest the motor. If the test fails, replace the motor.

Toner dispense motor part number: SS216-80501

For instructions, see the Service Manual for this product.

Recommended action for onsite technicians 35

 3. If there is abnormal noise during the motor test, replace the duct unit.

Toner duct unit part number: 5QJ94-40001

For instructions, see the Service Manual for this product.

10.0x.60 Imaging drum unit low

The printer indicates when a supply level is low. Actual supply 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 imaging 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 imaging drum unit

10.06.60 Cyan imaging drum unit

10.07.60 Magenta imaging drum unit

10.08.60 Yellow imaging drum unit

Recommended action for customers

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

Imaging drum unit part number:

● W9074-67001 - Black imaging drum unit

● W9075-67001 - Cyan, Magenta, Yellow imaging drum unit

36 Chapter 6 Numerical control panel messages

 For instructions on replacing imaging drum unit, see the Repair Service Manual for this product.

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

3. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

10.0x.69 or 10.0x.70 Toner Empty

The toner cartridge is 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

1. If the error persists, replace the toner cartridge indicated.

a. Open the front cover.

b. Touch the Supplies button on the printer control panel.

c. Select the Eject button to release the toner cartridge.

d. Pull the handle to remove the toner cartridge from the printer.

e. Remove the toner cartridge.

f. Install the new toner cartridge.

Toner cartridge part number

● W9150-67007 - Black standard toner cartridge (X toner cartridge)

● W9151-67007 - Cyan standard toner cartridge (X toner cartridge)

● W9153-67007 - Magenta standard toner cartridge (X toner cartridge)

● W9152-67007 - Yellow standard toner cartridge (X toner cartridge)

10.0x.69 or 10.0x.70 Toner Empty 37

 ● W9140-67005 - Black lower yield toner cartridge (A toner cartridge)

● W9141-67006 - Cyan lower yield toner cartridge (A toner cartridge)

● W9143-67005 - Magenta lower yield toner cartridge (A toner cartridge)

● W9142-67005 - Yellow lower yield toner cartridge (A toner cartridge)

g. 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.

2. If the error persists or you have any further issues, 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. Replace the toner cartridge indicated.

a. Open the front cover.

b. Touch the Supplies button on the printer control panel.

c. Select the Eject button to release the toner cartridge.

d. Pull the handle to remove the toner cartridge from the printer.

e. Remove the toner cartridge.

f. Install the new toner cartridge.

Toner cartridge part number

● W9150-67007 - Black standard toner cartridge (X toner cartridge)

● W9151-67007 - Cyan standard toner cartridge (X toner cartridge)

● W9153-67007 - Magenta standard toner cartridge (X toner cartridge)

● W9152-67007 - Yellow standard toner cartridge (X toner cartridge)

● W9140-67005 - Black lower yield toner cartridge (A toner cartridge)

● W9141-67006 - Cyan lower yield toner cartridge (A toner cartridge)

● W9143-67005 - Magenta lower yield toner cartridge (A toner cartridge)

● W9142-67005 - Yellow lower yield toner cartridge (A toner cartridge)

g. 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.

38 Chapter 6 Numerical control panel messages

 2. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

10.0x.69 or 10.0x.70 Imaging drum unit worn

The lifespan of the imaging 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 imaging drum unit

10.06.69 / 10.06.70 Cyan imaging drum unit

10.07.69 / 10.07.70 Magenta imaging drum unit

10.08.69 / 10.08.70 Yellow imaging drum unit

Recommended action for customers

■ 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. Replace the imaging drum unit indicated.

a. Open the front cover.

b. Remove the toner collection unit.

c. Remove the imaging drum unit indicated.

d. Install a new imaging drum unit.

Part number:

● W9074-67001 - Black imaging drum unit

● W9075-67001 - Cyan, Magenta, Yellow imaging drum unit

e. Reinstall the toner collection unit.

f. 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.

10.0x.69 or 10.0x.70 Imaging drum unit worn 39

 2. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

10.00.89, 10.00.90, 10.01.90, 10.02.90, 10.03.90

The toner supply in the toner cartridge is malfunctioning.

The T/C sensor indicates that the toner in the development unit is insufficient.

10.00.89 or 10.00.90 Black toner replenishment failure

10.01.90 Cyan toner replenishment failure

10.02.90 Magenta toner replenishment failure

10.03.90 Yellow toner replenishment failure

Recommended action for customers

■ If the error persists and the print quality is no longer acceptable or a new toner cartridge has not
been received, contact your HP-authorized service, support provider and administrator, or contact
customer support at www.hp.com/go/contactHP.

Recommended action for call-center agents

■ If the error persists, dispatch an onsite technician with the toner cartridge for the error reported.

Part number:

● W9150-67007 - Black standard toner cartridge (X toner cartridge)

● W9151-67007 - Cyan standard toner cartridge (X toner cartridge)

● W9153-67007 - Magenta standard toner cartridge (X toner cartridge)

● W9152-67007 - Yellow standard toner cartridge (X toner cartridge)

● W9140-67005 - Black lower yield toner cartridge (A toner cartridge)

● W9141-67006 - Cyan lower yield toner cartridge (A toner cartridge)

● W9143-67005 - Magenta lower yield toner cartridge (A toner cartridge)

● W9142-67005 - Yellow lower yield toner cartridge (A toner cartridge)

Recommended action for onsite technicians

1. Check the toner cartridge.

40 Chapter 6 Numerical control panel messages

a. Pull out the toner cartridge from the printer.

i. Open the front cover.

ii. Pull out the waste toner duct.

iii. Select the Eject button on the control panel. Log in to Administrator Access Code or
Service Access Code.

iv. Eject the cartridge.

v. Pull out the cartridge.

Recommended action for onsite technicians 41

 b. Check the load of the cartridge. Rotate the gear of the cartridge.

c. Check the emptiness of the cartridge by shaking it.

d. If there are any problems in the cartridge, replace it.

Part number:

● W9150-67007 - Black standard toner cartridge (X toner cartridge)

● W9151-67007 - Cyan standard toner cartridge (X toner cartridge)

● W9153-67007 - Magenta standard toner cartridge (X toner cartridge)

● W9152-67007 - Yellow standard toner cartridge (X toner cartridge)

● W9140-67005 - Black lower yield toner cartridge (A toner cartridge)

● W9141-67006 - Cyan lower yield toner cartridge (A toner cartridge)

● W9143-67005 - Magenta lower yield toner cartridge (A toner cartridge)

● W9142-67005 - Yellow lower yield toner cartridge (A toner cartridge)

42 Chapter 6 Numerical control panel messages

2. Check the toner dispense motor by diagnosing the toner dispense motor.

a. Run the diagnostic test for the motor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Component Tests > Toner > Toner Dispense
Motor.

Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this document.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Main-J86).

c. Retest the motor. If the test fails, replace the motor.

Toner dispense motor part number: SS216-80501

For instructions, see the Service Manual for this product.

Recommended action for onsite technicians 43

 3. If there is abnormal noise during the motor test, replace the duct unit.

Toner duct unit part number: 5QJ94-40001

For instructions, see the Service Manual for this product.

10.00.93, 10.01.93, 10.02.93, 10.03.93

The toner supply in the toner cartridge is malfunctioning.

The T/C sensor indicates that the toner in the development unit is insufficient.

10.00.93 Black toner replenishment failure

10.01.93 Cyan toner replenishment failure

10.02.93 Magenta toner replenishment failure

10.03.93 Yellow toner replenishment failure

Recommended action for customers

■ If the error persists and the print quality is no longer acceptable or a new toner cartridge has not
been received, contact your HP-authorized service, support provider and administrator, or contact
customer support at www.hp.com/go/contactHP.

Recommended action for call-center agents

■ If the error persists, dispatch an onsite technician with the toner cartridge for the error reported.

Part number:

● W9150-67007 - Black standard toner cartridge (X toner cartridge)

● W9151-67007 - Cyan standard toner cartridge (X toner cartridge)

● W9153-67007 - Magenta standard toner cartridge (X toner cartridge)

● W9152-67007 - Yellow standard toner cartridge (X toner cartridge)

44 Chapter 6 Numerical control panel messages

 ● W9140-67005 - Black lower yield toner cartridge (A toner cartridge)

● W9141-67006 - Cyan lower yield toner cartridge (A toner cartridge)

● W9143-67005 - Magenta lower yield toner cartridge (A toner cartridge)

● W9142-67005 - Yellow lower yield toner cartridge (A toner cartridge)

Recommended action for onsite technicians

1. Check the toner cartridge.

a. Pull out the toner cartridge from the printer.

i. Open the front cover.

ii. Pull out the waste toner duct.

iii. Select the Eject button on the control panel. Log in to Administrator Access Code or
Service Access Code.

iv. Eject the cartridge.

v. Pull out the cartridge.

Recommended action for onsite technicians 45

 b. Check the load of the cartridge. Rotate the gear of the cartridge.

c. Check the emptiness of the cartridge by shaking it.

d. If there are any problems in the cartridge, replace it.

Part number:

● W9150-67007 - Black standard toner cartridge (X toner cartridge)

● W9151-67007 - Cyan standard toner cartridge (X toner cartridge)

● W9153-67007 - Magenta standard toner cartridge (X toner cartridge)

● W9152-67007 - Yellow standard toner cartridge (X toner cartridge)

● W9140-67005 - Black lower yield toner cartridge (A toner cartridge)

● W9141-67006 - Cyan lower yield toner cartridge (A toner cartridge)

● W9143-67005 - Magenta lower yield toner cartridge (A toner cartridge)

● W9142-67005 - Yellow lower yield toner cartridge (A toner cartridge)

46 Chapter 6 Numerical control panel messages

2. Check the toner dispense motor by diagnosing the toner dispense motor.

a. Run the diagnostic test for the motor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Component Tests > Toner > Toner Dispense
Motor.

Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this document.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Main-J86).

c. Retest the motor. If the test fails, replace the motor.

Toner dispense motor part number: SS216-80501

For instructions, see the Service Manual for this product.

Recommended action for onsite technicians 47

 3. If there is abnormal noise during the motor test, replace the duct unit.

Toner duct unit part number: 5QJ94-40001

For instructions, see the Service Manual for this product.

10.0x.B1 Supply RPC Timeout Error

An alarm indicates that the supply is not responding.

This error occurs when the printer is working. The error can occur when communication between supply
chips is unstable due to an unknown problem.

● 10.00.B1 Black Toner Supply RPC Timeout Error

● 10.01.B1 Cyan Toner Supply RPC Timeout Error

● 10.02.B1 Magenta Toner Supply RPC Timeout Error

● 10.03.B1 Yellow Toner Supply RPC Timeout Error

● 10.05.B1 Black Drum Supply RPC Timeout Error

● 10.06.B1 Cyan Drum Supply RPC Timeout Error

● 10.07.B1 Magenta Drum Supply RPC Timeout Error

● 10.08.B1 Yellow Drum Supply RPC Timeout Error

● 10.23.B1 Fuser RPC Timeout 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 or you have any further issues, contact your HP-authorized service or support
provider, or contact customer support at http://www.hp.com/go/contactHP.

48 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.

For all other errors, use the following troubleshooting steps.

1. Turn the printer off, and then on.

2. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

10.31.15 Toner collection unit not installed

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

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, install a new toner collection unit.

a. Open the front cover.

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

c. Reinstall the toner collection unit or install a new toner collection unit.

Toner collection unit part number: X3A83-67923

d. Close the front cover.

3. If the error persists or you have any further issues, 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 49

 Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, check the toner collection unit.

a. Open the front cover.

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

c. Remove the toner collection unit.

3. Check the toner collection unit (TCU).

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

4. If the toner collection unit sensor, the sensor fin, or the reflection unit on the TCU is defective,
reinstall the toner collection unit or install a new toner collection unit.

Toner collection unit part number: X3A83-67923

5. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

50 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, check the toner collection unit.

a. Open the front cover.

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

c. Remove the toner collection unit.

3. Check the toner collection unit (TCU).

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: 03078622.

● Advanced Service

● Advanced Diagnostics

● Component Tests or Sensors, depending on tested part.

Recommended action for onsite technicians 51

 ● TCU

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 on removing and replacing toner collection unit full sensor, see the Repair
Service Manual for this product.

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

Toner collection unit part number: X3A83-67923

For instructions on removing and replacing toner collection unit full sensor, see the Repair Service
Manual for this product.

5. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

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.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, install a new toner collection unit.

a. Open the front cover.

52 Chapter 6 Numerical control panel messages

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

c. Reinstall the toner collection unit or install a new toner collection unit.

Toner collection unit part number: X3A83-67923

d. Close the front cover.

3. If the error persists or you have any further issues, 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, check the toner collection unit.

a. Open the front cover.

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

c. Remove the toner collection unit.

3. Check the toner collection unit (TCU).

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

Recommended action for call-center agents 53

 4. If the toner collection unit sensor, the sensor fin, or the reflection unit on the TCU is defective,
reinstall the toner collection unit or install a new toner collection unit.

Toner collection unit part number: X3A83-67923

5. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, check the toner collection unit.

a. Open the front cover.

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

c. Remove the toner collection unit.

3. Check the toner collection unit (TCU).

54 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: 03078622.

● Advanced Service

● Advanced Diagnostics

● Component Tests or Sensors, depending on tested part.

● TCU

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 on removing and replacing toner collection unit full sensor, see the Repair
Service Manual for this product.

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

Toner collection unit part number: X3A83-67923

For instructions on removing and replacing toner collection unit full sensor, see the Repair Service
Manual for this product.

5. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

Recommended action for onsite technicians 55

 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

■ If the error persists or you have any further issues, 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 with developer unit for the error reported.

Developer unit part number

● 5PN57-67001 - Black Developer Unit

● 5PN58-67001 - Yellow Developer Unit

● 5PN59-67001 - Magenta Developer Unit

● 5PN60-67001 - Cyan Developer Unit

For instructions on removing and replacing developer unit, see the Repair Service Manual for this
product.

3. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and info (error code, photos, moving pictures, part number about error or issue,
etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, replace the developer unit for the error reported.

a. Open the front cover.

b. Remove the developer unit.

56 Chapter 6 Numerical control panel messages

 c. Install a new developer unit.

Developer unit part number

● 5PN57-67001 - Black Developer Unit

● 5PN58-67001 - Yellow Developer Unit

● 5PN59-67001 - Magenta Developer Unit

● 5PN60-67001 - Cyan Developer Unit

For instructions on removing and replacing developer unit, see the Repair Service Manual for
this product.

d. Close the front cover.

3. Reset the developer unit kit count.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03078622.

● Reset Supplies

b. Select the correct developer kit from the list of supplies.

● Yellow developer Unit

● Magenta developer Unit

● Cyan developer Unit

● Black developer Unit

c. Touch the Reset button to reset the kit counter

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

4. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

10.38.15 Toner collection duct install error

The waste duct is not installed or not correctly installed. This error occurs every time that you try to use
the printer or when the printer is ready.

10.38.15 Toner collection duct install error 57

 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. If the error persists or you have any further issues, 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, open the front cover, and then check if the waste duct is installed or not. For
example: A one side hook is not hooked well.

3. If the waste duct is not installed, install the waste duct.

4. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

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.

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.

58 Chapter 6 Numerical control panel messages

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, remove and reinstall the formatter. Make sure it is fully seated.

3. If the error still persists, replace the formatter.

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)

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

Recommended action for onsite technicians 59

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

W Jam location X Sensor or door

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

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)

60 Chapter 6 Numerical control panel messages

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

W Jam location X Sensor or door

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

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

13.* errors 61
 Table 6-1 Potential values for W and X (continued)

W Jam location X Sensor or door

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

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)

62 Chapter 6 Numerical control panel messages

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

Y Jam condition

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

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

13.* errors 63
 Table 6-3 Potential values for Z (source, fuser mode, or destination) (continued)

Paper location Z Source, fuser mode, or destination

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)

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:

64 Chapter 6 Numerical control panel messages

 ● 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.

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.A2.D3
A paper stay jam occurred in Tray 3.

The paper failed to reach the Feed 1 sensor when feeding from Tray 3.

Recommended action for call-center agents and onsite technicians 65

 Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

1. Open the right door. Remove any jammed paper found.

2. If the error persists, dispatch an onsite technician with the part below:

Tray 2-x rollers part number: 5PN66-67001

66 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

Recommended action for onsite technicians 67

 4. 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.

5. Check the rollers.

a. Check the pickup roller, the forward roller, and the reverse roller of the tray for wear, damage,
or paper dust. Clean the rollers with a damp, lint free cloth.

b. Check the life span of the roller from the following menu: Support Tools> Service> Advanced
Service > Service Reports > Supplies Information Report.

6. Check the Feed 1 sensor.

68 Chapter 6 Numerical control panel messages

 a. Clean the sensor using a lint-free cloth.

b. Run the diagnostic test for the Feed 1 sensor from the following menu: Support Tools>
Service> Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Feed > Feed 1
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).

e. Replace the sensor as needed.

Part number: 0604-001381

For instructions, see the Service Manual for this printer.

13.A2.D4 (DCF)
A paper stay jam occurred in Tray 4 dual-cassette feeder (DCF).

The paper failed to reach the Feed 1 sensor when feeding from Tray 4.

13.A2.D4 (DCF) 69
 Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

1. Open the right door. Remove any jammed paper found.

2. If the error persists, dispatch an onsite technician with the part below:

Tray 2-x rollers part number: 5PN66-67001

70 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

Recommended action for onsite technicians 71

 4. 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.

5. Check the rollers.

a. Check the pickup roller, the forward roller, and the reverse roller of the tray for wear, damage,
or paper dust. Clean the rollers with a damp, lint free cloth.

b. Check the life span of the roller from the following menu: Support Tools> Service> Advanced
Service > Service Reports > Supplies Information Report.

6. Check the Feed 1 sensor.

72 Chapter 6 Numerical control panel messages

 a. Clean the sensor using a lint-free cloth.

b. Run the diagnostic test for the Feed 1 sensor from the following menu: Support Tools>
Service> Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Feed > Feed 1
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).

e. Replace the sensor as needed.

Part number: 0604-001381

For instructions, see the Service Manual for this printer.

13.A2.D4 (HCI)
A paper stay jam occurred in Tray 4 high-capacity input feeder (HCI).

The paper failed to reach the Feed 1 sensor when feeding from Tray 4.

13.A2.D4 (HCI) 73
 Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

1. Open the right door. Remove any jammed paper found.

2. If the error persists, dispatch an onsite technician with the part below:

Tray 2-x rollers part number: 5PN66-67001

74 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

Recommended action for onsite technicians 75

 4. 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.

5. Check the rollers.

a. Check the pickup roller, the forward roller, and the reverse roller of the tray for wear, damage,
or paper dust. Clean the rollers with a damp, lint free cloth.

b. Check the life span of the roller from the following menu: Support Tools> Service> Advanced
Service > Service Reports > Supplies Information Report.

6. Check the Feed 1 sensor.

76 Chapter 6 Numerical control panel messages

 a. Clean the sensor using a lint-free cloth.

b. Run the diagnostic test for the Feed 1 sensor from the following menu: Support Tools>
Service> Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Feed > Feed 1
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).

e. Replace the sensor as needed.

Part number: 0604-001381

For instructions, see the Service Manual for this printer.

13.A2.D5 (DCF)
A paper jam occurred in Tray 5 dual-cassette feeder (DCF).

The paper failed to reach the Feed 1 sensor when feeding from Tray 5.

13.A2.D5 (DCF) 77
 Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

1. Open the right door. Remove any jammed paper found.

2. If the error persists, dispatch an onsite technician with the part below:

Tray 2-x rollers part number: 5PN66-67001

78 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

Recommended action for onsite technicians 79

 4. 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.

5. Check the rollers.

a. Check the pickup roller, the forward roller, and the reverse roller of the tray for wear, damage,
or paper dust. Clean the rollers with a damp, lint free cloth.

b. Check the life span of the roller from the following menu: Support Tools> Service> Advanced
Service > Service Reports > Supplies Information Report.

6. Check the Feed 1 sensor.

80 Chapter 6 Numerical control panel messages

 a. Clean the sensor using a lint-free cloth.

b. Run the diagnostic test for the Feed 1 sensor from the following menu: Support Tools>
Service> Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Feed > Feed 1
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).

e. Replace the sensor as needed.

Part number: 0604-001381

For instructions, see the Service Manual for this printer.

13.A3.A3
The paper did not leave the Feed 2 sensor or the Feed 1 sensor when printing from Tray 3.

13.A3.A3 81
 Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

1. Open the right door. Remove any jammed paper found.

2. If the error persists, dispatch an onsite technician with the part below:

Tray 2-x rollers part number: 5PN66-67001

82 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. If there are multiple jammed paper, check the pick-up roller and the reverse roller of the tray for
wear, damage, or paper dust. Clean the rollers with a damp, lint free cloth.

4. Check the life span of the roller from the following menu: Support Tools> Service> Advanced
Service > Service Reports > Supplies Information Report.

Recommended action for onsite technicians 83

 5. If the paper being used is not A4 or Letter, test with A4 or Letter. Feed long edge first as indicated
below. If a new error occurs, follow that error guide.

6. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

7. Clean the Feed 1, Feed 2 sensors using a lint-free cloth.

Figure 6-3 Feed 1 sensor cleaning

84 Chapter 6 Numerical control panel messages

 Figure 6-4 Feed 2 sensor cleaning

8. Check the registration clutch.

a. Diagnose the registration clutch.

i. Run the diagnostic test for the registration clutch from the following menu: Support Tools
> Service > Advanced Service > Advanced Diagnostics > Component Tests > Paper Path
> Feed > Registration Clutch.

And check the clutch sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor
to the PCA (J70).

Recommended action for onsite technicians 85

 b. Retest the clutch. If the test fails, replace the clutch.

Registration clutch part number: JC47-00037A

For instructions, see the Service Manual for this printer.

13.A3.D3
A paper jam occurred from Tray 3.

The paper failed to reach the Feed 2 sensor when feeding from Tray 3. (Pickup failure)

Recommended action for customers

1. Open the right door. Remove any jammed paper found.

86 Chapter 6 Numerical control panel messages

2. Open Tray 3 and remove any jammed paper from the tray (U4).

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.

Recommended action for customers 87

 Recommended action for call-center agents

1. Open the right door. Remove any jammed paper found.

2. Open Tray 3 and remove any jammed paper from the tray (U4).

88 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. If the error persists, dispatch an onsite technician with the part below:

Tray 2-x rollers part number: 5PN66-67001

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

Recommended action for onsite technicians 89

 2. Open Tray 3 and remove any jammed paper from the tray (U4).

3. Turn the printer off, and then on.

4. 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.

5. Check the rollers.

90 Chapter 6 Numerical control panel messages

 a. Check the pick-up roller, the forward roller, and the reverse roller of the tray for wear, damage,
or paper dust. Clean the rollers with a damp, lint free cloth.

b. Check the life span of the roller from the following menu: Support Tools> Service> Advanced
Service > Service Reports > Supplies Information Report.

6. Check the registration motor.

a. Diagnose the registration motor.

Recommended action for onsite technicians 91

 i. Run the diagnostics for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests> Paper path > Feed >
Registration Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J70).

b. Retest the motor. If the test fails, replace the motor.

Registration motor part number: JC31-00123B

7. Check the Tray 2 feed clutch.

a. Diagnose the Tray 2 feed clutch.

92 Chapter 6 Numerical control panel messages

 i. Run the diagnostic test for the Tray 2 feed clutch from the following menu: Support Tools >
Service > Advanced Service > Advanced Diagnostics > Component Tests > Tray > Tray 2 >
Tray 2 Feed Clutch.

And check the clutch sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the clutch
to the PCA (J70).

b. Retest the clutch. If the test fails, replace the clutch.

Feed clutch part number: JC47-00037A

8. Check the registration clutch.

Recommended action for onsite technicians 93

 a. Diagnose the registration clutch.

i. Run the diagnostic test for the registration clutch from the following menu: Support Tools
> Service > Advanced Service > Advanced Diagnostics > Component Tests > Paper Path
> Feed > Registration Clutch.

And check the clutch sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the clutch
to the PCA (J70).

b. Retest the clutch. If the test fails, replace the clutch.

Registration clutch part number: JC47-00037A

94 Chapter 6 Numerical control panel messages

 For instructions, see the Service Manual for this printer.

9. Check the Feed 2 sensor.

a. Clean the sensor using a lint-free cloth.

b. Diagnose the Feed 2 sensor.

i. Run the diagnostic test for the Feed 2 sensor from the following menu: Support Tools >
Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Feed >
Feed 2 Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Cover the sensor to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(J71).

c. Replace the sensor as needed.

Sensor part number: 0604-001490

Recommended action for onsite technicians 95

 13.A3.D4 (DCF)
A paper jam occurred from Tray 4 dual-cassette feeder (DCF).

The paper failed to reach the Feed 2 sensor when feeding from Tray 4.

Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

1. Open the right door. Remove any jammed paper found.

2. If the error persists, dispatch an onsite technician with the part below:

Tray 2-x rollers part number: 5PN66-67001

96 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

Recommended action for onsite technicians 97

 4. 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.

5. Check the rollers.

a. Check the pickup roller, the forward roller, and the reverse roller of the tray for wear, damage,
or paper dust. Clean the rollers with a damp, lint free cloth.

b. Check the life span of the roller from the following menu: Support Tools> Service> Advanced
Service > Service Reports > Supplies Information Report.

6. Check the registration motor.

98 Chapter 6 Numerical control panel messages

a. Diagnose the registration motor.

i. Run the diagnostics for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests> Paper path > Feed >
Registration Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J70).

b. Retest the motor. If the test fails, replace the motor.

Registration motor part number: JC31-00123B

Recommended action for onsite technicians 99

 7. Check the Feed 2 sensor.

a. Clean the sensor using a lint-free cloth.

b. Diagnose the Feed 2 sensor.

i. Run the diagnostic test for the Feed 2 sensor from the following menu: Support Tools >
Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Feed >
Feed 2 Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Cover the sensor to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(J71).

c. Replace the sensor as needed.

Sensor part number: 0604-001490

8. Check the Tray 2 feed clutch.

100 Chapter 6 Numerical control panel messages

a. Diagnose the Tray 2 feed clutch.

i. Run the diagnostic test for the Tray 2 feed clutch from the following menu: Support Tools >
Service > Advanced Service > Advanced Diagnostics > Component Tests > Tray > Tray 2 >
Tray 2 Feed Clutch.

And check the clutch sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the clutch
to the PCA (J70).

b. Retest the clutch. If the test fails, replace the clutch.

Feed clutch part number: JC47-00037A

Recommended action for onsite technicians 101

 13.A3.D4 (HCI)
A paper jam occurred from Tray 4 high-capacity input feeder (HCI).

The paper failed to reach the Feed 2 sensor when feeding from Tray 4.

Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

1. Open the right door. Remove any jammed paper found.

2. If the error persists, dispatch an onsite technician with the part below:

Tray 2-x rollers part number: 5PN66-67001

102 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

Recommended action for onsite technicians 103

 4. 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.

5. Check the rollers.

a. Check the pick-up roller, the forward roller, and the reverse roller of the tray for wear, damage,
or paper dust. Clean the rollers with a damp, lint free cloth.

b. Check the life span of the roller from the following menu: Support Tools> Service> Advanced
Service > Service Reports > Supplies Information Report.

6. Check the registration motor.

104 Chapter 6 Numerical control panel messages

a. Diagnose the registration motor.

i. Run the diagnostics for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests> Paper path > Feed >
Registration Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J70).

b. Retest the motor. If the test fails, replace the motor.

Registration motor part number: JC31-00123B

Recommended action for onsite technicians 105

 7. Check the registration clutch.

a. Diagnose the registration clutch.

i. Run the diagnostic test for the registration clutch from the following menu: Support Tools
> Service > Advanced Service > Advanced Diagnostics > Component Tests > Paper Path
> Feed > Registration Clutch.

And check the clutch sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the clutch
to the PCA (J70).

106 Chapter 6 Numerical control panel messages

 b. Retest the clutch. If the test fails, replace the clutch.

Registration clutch part number: JC47-00037A

For instructions, see the Service Manual for this printer.

8. Check the Feed 2 sensor.

a. Clean the sensor using a lint-free cloth.

b. Diagnose the Feed 2 sensor.

i. Run the diagnostic test for the Feed 2 sensor from the following menu: Support Tools>
Service> Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Feed >
Feed 2 Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Cover the sensor to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(J71).

Recommended action for onsite technicians 107

 c. Replace the sensor as needed.

Sensor part number: 0604-001490

For instructions, see the Service Manual for this printer.

13.A3.D5 (DCF)
A paper jam occurred from Tray 5 dual-cassette feeder (DCF).

The paper failed to reach the Feed 2 sensor when feeding from Tray 5.

Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

1. Open the right door. Remove any jammed paper found.

108 Chapter 6 Numerical control panel messages

 2. If the error persists, dispatch an onsite technician with the part below:

Tray 2-x rollers part number: 5PN66-67001

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

Recommended action for onsite technicians 109

 4. 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.

5. Check the rollers.

a. Check the pick-up roller, the forward roller, and the reverse roller of the tray for wear, damage,
or paper dust. Clean the rollers with a damp, lint free cloth.

b. Check the life span of the roller from the following menu: Support Tools> Service> Advanced
Service > Service Reports > Supplies Information Report.

6. Check the registration motor.

110 Chapter 6 Numerical control panel messages

a. Diagnose the registration motor.

i. Run the diagnostics for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests> Paper path > Feed >
Registration Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J70).

b. Retest the motor. If the test fails, replace the motor.

Registration motor part number: JC31-00123B

Recommended action for onsite technicians 111

 7. Check the registration clutch.

a. Diagnose the registration clutch.

i. Run the diagnostic test for the registration clutch from the following menu: Support Tools
> Service > Advanced Service > Advanced Diagnostics > Component Tests > Paper Path
> Feed > Registration Clutch.

And check the clutch sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the clutch
to the PCA (J70).

112 Chapter 6 Numerical control panel messages

 b. Retest the clutch. If the test fails, replace the clutch.

Registration clutch part number: JC47-00037A

For instructions, see the Service Manual for this printer.

8. Check the Feed 2 sensor.

a. Clean the sensor using a lint-free cloth.

b. Diagnose the Feed 2 sensor.

i. Run the diagnostic test for the Feed 2 sensor from the following menu: Support Tools>
Service> Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Feed >
Feed 2 Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Cover the sensor to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(J71).

Recommended action for onsite technicians 113

 c. Replace the sensor as needed.

Sensor part number: 0604-001490

For instructions, see the Service Manual for this printer.

13.A3.FF
Residual paper jam at the Feed 2 sensor.

Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

■ Open the right door. Remove any jammed paper found.

114 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the Feed 2 sensor.

a. Clean the sensor using a lint-free cloth.

b. Diagnose the Feed 2 sensor.

i. Run the diagnostic test for the Feed 2 sensor from the following menu: Support Tools >
Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Feed >
Feed 2 Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Cover the sensor to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(J71).

Recommended action for onsite technicians 115

 c. Replace the sensor as needed.

Sensor part number: 0604-001490

For instructions, see the Repair Service Manual for this product.

13.A4.D4 (DCF)
A paper jam occurred from Tray 4 dual-cassette feeder (DCF).

The paper failed to reach the Tray 4 feed sensor when feeding from Tray 4. (Pickup failure)

Recommended action for customers

1. Open the right cover of the Tray 4 (DCF) and remove any jammed paper from the tray.

116 Chapter 6 Numerical control panel messages

2. Open the Tray 4 (DCF) 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.

Recommended action for customers 117

 Recommended action for call-center agents

1. Open the right cover of the Tray 4 (DCF) and remove any jammed paper from the tray.

2. Open the Tray 4 (DCF) and remove any jammed paper from the tray.

118 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. If the error persists, dispatch an onsite technician with the part below:

Tray 2-x rollers part number: 5PN66-67001

Recommended action for onsite technicians

1. Open the right cover of the Tray 4 (DCF) and remove any jammed paper from the tray.

Recommended action for onsite technicians 119

 2. Open the Tray 4 (DCF) 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. Turn the printer off, and then on.

5. Check the rollers.

120 Chapter 6 Numerical control panel messages

 a. Check the pick-up roller, the forward roller, and the reverse roller of the tray for wear, damage,
or paper dust. Clean the rollers with a damp, lint free cloth.

b. Check the life span of the roller from the following menu: Support Tools> Service> Advanced
Service > Service Reports > Supplies Information Report.

6. Check the Tray 4 feed motor.

a. Diagnose the Tray 4 feed motor.

i. Run the diagnostics for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests> Paper path > Feed >
Tray 4 Feed Motor.

Recommended action for onsite technicians 121

 And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (DCF-CN601).

b. Retest the motor. If the test fails, replace the motor.

Tray 4 feed motor part number: 5QJ90-60023

For instructions, see the Repair Service Manual for this product.

7. Check the Tray 4 feed sensor.

a. Clean the sensor using a lint-free cloth.

b. Diagnose the Tray 4 feed sensor.

i. Run the diagnostic test for the Tray 4 feed sensor from the following menu: Support Tools
> Service > Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray 4 > Tray 4
Feed Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Cover the sensor to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(DCF-CN502, DCF-CN801).

122 Chapter 6 Numerical control panel messages

 c. Replace the sensor as needed.

Sensor part number: 0604-001490

For instructions, see the Repair Service Manual for this product.

13.A4.D5 (DCF)
A paper jam occurred from Tray 5 dual-cassette feeder (DCF).

The front of the paper failed to reach the next feed sensor in Tray 5.

Recommended action for customers

1. Open the right cover of the Tray 4 (DCF) and remove any jammed paper from the tray.

13.A4.D5 (DCF) 123

 2. Open the Tray 5 (DCF) 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.

124 Chapter 6 Numerical control panel messages

Recommended action for call-center agents

1. Open the right cover of the Tray 4 (DCF) and remove any jammed paper from the tray.

2. Open the Tray 5 (DCF) and remove any jammed paper from the tray.

Recommended action for call-center agents 125

 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. If the error persists, dispatch an onsite technician with the part below:

Tray 2-x rollers part number: 5PN66-67001

Recommended action for onsite technicians

1. Open the right cover of the Tray 4 (DCF) and remove any jammed paper from the tray.

126 Chapter 6 Numerical control panel messages

2. Open the Tray 5 (DCF) and remove any jammed paper from the tray.

3. Turn the printer off, and then on.

4. 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.

5. Check the rollers.

Recommended action for onsite technicians 127

 a. Check the pick-up roller, the forward roller, and the reverse roller of the tray for wear, damage,
or paper dust. Clean the rollers with a damp, lint free cloth.

b. Check the life span of the roller from the following menu: Support Tools> Service> Advanced
Service > Service Reports > Supplies Information Report.

6. Check the Tray 4 feed motor.

a. Diagnose the Tray 4 feed motor.

i. Run the diagnostics for the motor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Component Tests> Paper path > Feed >
Tray 4 Feed Motor.

128 Chapter 6 Numerical control panel messages

 And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (DCF-CN601).

b. Retest the motor. If the test fails, replace the motor.

Tray 4 feed motor part number: 5QJ90-60023

For instructions, see the Repair Service Manual for this product.

7. Check the Tray 5 feed sensor.

a. Clean the sensor using a lint-free cloth.

b. Diagnose the Tray 5 feed sensor.

i. Run the diagnostic test for the Tray 5 feed sensor from the following menu: Support
Tools> Service> Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray 5 >
Tray 5 Feed Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Cover the sensor to check the reading value changes.

Recommended action for onsite technicians 129

 iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(DCF-CN502, DCF-CN801).

c. Replace the sensor as needed.

Sensor part number: 0604-001490

For instructions, see the Repair Service Manual for this product.

8. Check theTray 4 feed sensor

a. Clean the sensor using a lint-free cloth.

b. Diagnose the Tray 4 feed sensor.

i. Run the diagnostic test for the Tray 4 feed sensor from the following menu: Support
Tools> Service> Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray 4 >
Tray 4 Feed Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Cover the sensor to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(DCF-CN502, DCF-CN801).

130 Chapter 6 Numerical control panel messages

 c. Replace the sensor as needed.

Sensor part number: 0604-001490

For instructions, see the Repair Service Manual for this product.

13.A4.FF
Residual paper jam at the Tray 4 feed sensor.

Recommended action for customers

■ Open the right cover of the Tray 4 (DCF) and remove any jammed paper from the tray.

13.A4.FF 131
 Recommended action for call-center agents

■ Open the right cover of the Tray 4 (DCF) and remove any jammed paper from the tray.

Recommended action for onsite technicians

1. Open the right cover of the Tray 4 (DCF) and remove any jammed paper from the tray.

2. Turn the printer off, and then on.

3. Check the Tray 4 feed sensor.

132 Chapter 6 Numerical control panel messages

 a. Clean the sensor using a lint-free cloth.

b. Diagnose the Tray 4 feed sensor.

i. Run the diagnostic test for the Tray 4 feed sensor from the following menu: Support Tools
> Service > Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray 4 > Tray 4
Feed Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Cover the sensor to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(DCF-CN502, DCF-CN801).

c. Replace the sensor as needed.

Sensor part number: 0604-001490

For instructions, see the Repair Service Manual for this product.

13.A5.A5
The paper did not leave the Tray 4 feed sensor, or the Feed 2 sensor, or the Feed 1 sensor when printing
from Tray 5 dual-cassette feeder (DCF).

13.A5.A5 133
 Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

1. Open the right door. Remove any jammed paper found.

2. If the error persists, dispatch an onsite technician with the part below:

Tray 2-x rollers part number: 5PN66-67001

134 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. If there are multiple jammed paper, check the pick-up roller and the reverse roller of the tray for
wear, damage, or paper dust. Clean the rollers with a damp, lint free cloth.

4. Check the life span of the roller from the following menu: Support Tools> Service> Advanced
Service > Service Reports > Supplies Information Report.

Recommended action for onsite technicians 135

 5. If the paper being used is not A4 or Letter, test with A4 or Letter. Feed long edge first as indicated
below. If a new error occurs, follow that error guide.

6. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

7. Clean the Feed 1, Feed 2, and Tray 4 feed sensors using a lint-free cloth.

Figure 6-5 Feed 1 sensor cleaning

136 Chapter 6 Numerical control panel messages

 Figure 6-6 Feed 2 sensor cleaning

Figure 6-7 Tray 4 feed sensor cleaning

13.A5.D5
A paper jam occurred from Tray 5 dual-cassette feeder (DCF).

The paper failed to reach the Tray 5 feed sensor when feeding from Tray 5. (Pickup failure)

13.A5.D5 137
 Recommended action for customers

1. Open the right cover of the Tray 4 (DCF) and remove any jammed paper from the tray.

2. Open the Tray 5 (DCF) and remove any jammed paper from the tray.

138 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.

Recommended action for call-center agents

1. Open the right cover of the Tray 4 (DCF) and remove any jammed paper from the tray.

Recommended action for call-center agents 139

 2. Open the Tray 5 (DCF) 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. If the error persists, dispatch an onsite technician with the part below:

Tray 2-x rollers part number: 5PN66-67001

140 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

1. Open the right cover of the Tray 4 (DCF) and remove any jammed paper from the tray.

2. Open the Tray 5 (DCF) and remove any jammed paper from the tray.

3. Turn the printer off, and then on.

Recommended action for onsite technicians 141

 4. 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.

5. Check the rollers.

a. Check the pick-up roller, the forward roller, and the reverse roller of the tray for wear, damage,
or paper dust. Clean the rollers with a damp, lint free cloth.

b. Check the life span of the roller from the following menu: Support Tools> Service> Advanced
Service > Service Reports > Supplies Information Report.

6. Check the Tray 4 feed motor.

142 Chapter 6 Numerical control panel messages

 a. Diagnose the Tray 4 feed motor.

i. Run the diagnostics for the motor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Component Tests> Paper path > Feed >
Tray 4 Feed Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (DCF-CN601).

b. Retest the motor. If the test fails, replace the motor.

Tray 4 feed motor part number: 5QJ90-60023

For instructions, see the Repair Service Manual for this product.

7. Check the Tray 5 feed sensor.

Recommended action for onsite technicians 143

 a. Clean the sensor using a lint-free cloth.

b. Diagnose the Tray 5 feed sensor.

i. Run the diagnostic test for the Tray 5 feed sensor from the following menu: Support
Tools> Service> Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray 5 >
Tray 5 Feed Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Cover the sensor to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(DCF-CN502, DCF-CN801).

c. Replace the sensor as needed.

Sensor part number: 0604-001490

For instructions, see the Repair Service Manual for this product.

8. Check theTray 4 feed sensor

144 Chapter 6 Numerical control panel messages

 a. Clean the sensor using a lint-free cloth.

b. Diagnose the Tray 4 feed sensor.

i. Run the diagnostic test for the Tray 4 feed sensor from the following menu: Support
Tools> Service> Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray 4 >
Tray 4 Feed Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Cover the sensor to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(DCF-CN502, DCF-CN801).

c. Replace the sensor as needed.

Sensor part number: 0604-001490

For instructions, see the Repair Service Manual for this product.

13.A5.FF
Residual paper jam at the Tray 5 feed sensor.

13.A5.FF 145
 Recommended action for customers

■ Open the right cover of the Tray 4 (DCF) and remove any jammed paper from the tray.

Recommended action for call-center agents

■ Open the right cover of the Tray 4 (DCF) and remove any jammed paper from the tray.

146 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

1. Open the right cover of the Tray 4 (DCF) and remove any jammed paper from the tray.

2. Turn the printer off, and then on.

3. Check the Tray 5 feed sensor.

a. Clean the sensor using a lint-free cloth.

b. Diagnose the Tray 5 feed sensor.

i. Run the diagnostic test for the Tray 5 feed sensor from the following menu: Support
Tools> Service> Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray 5 >
Tray 5 Feed Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Cover the sensor to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(DCF-CN502, DCF-CN801).

Recommended action for onsite technicians 147

 c. Replace the sensor as needed.

Sensor part number: 0604-001490

For instructions, see the Repair Service Manual for this product.

13.A7.A4 (DCF)
The paper did not leave the Tray 4 feed sensor or the Feed 2 sensor or the Feed 1 sensor when printing
from Tray 4 dual-cassette feeder (DCF).

Recommended action for customers

■ Open the right door. Remove any jammed paper found.

148 Chapter 6 Numerical control panel messages

Recommended action for call-center agents

1. Open the right door. Remove any jammed paper found.

2. If the error persists, dispatch an onsite technician with the part below:

Tray 2-x rollers part number: 5PN66-67001

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

Recommended action for call-center agents 149

 3. If there are multiple jammed paper, check the pick-up roller and the reverse roller of the tray for
wear, damage, or paper dust. Clean the rollers with a damp, lint free cloth.

4. Check the life span of the roller from the following menu: Support Tools> Service> Advanced
Service > Service Reports > Supplies Information Report.

5. If the paper being used is not A4 or Letter, test with A4 or Letter. Feed long edge first as indicated
below. If a new error occurs, follow that error guide.

150 Chapter 6 Numerical control panel messages

6. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

7. Clean the Feed 1, Feed 2, and Tray 4 feed sensors using a lint-free cloth.

Figure 6-8 Feed 1 sensor cleaning

Figure 6-9 Feed 2 sensor cleaning

Recommended action for onsite technicians 151

 Figure 6-10 Tray 4 feed sensor cleaning

13.A7.A4 (HCI)
The paper did not leave the Tray 4 feed sensor or the Feed 2 sensor when printing from Tray 4
high-capacity input feeder (HCI).

Recommended action for customers

■ Open the right door. Remove any jammed paper found.

152 Chapter 6 Numerical control panel messages

Recommended action for call-center agents

1. Open the right door. Remove any jammed paper found.

2. If the error persists, dispatch an onsite technician with the part below:

Tray 2-x rollers part number: 5PN66-67001

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

Recommended action for call-center agents 153

 3. If there are multiple jammed paper, check the pick-up roller and the reverse roller of the tray for
wear, damage, or paper dust. Clean the rollers with a damp, lint free cloth.

4. Check the life span of the roller from the following menu: Support Tools> Service> Advanced
Service > Service Reports > Supplies Information Report.

5. If the paper being used is not A4 or Letter, test with A4 or Letter. Feed long edge first as indicated
below. If a new error occurs, follow that error guide.

154 Chapter 6 Numerical control panel messages

6. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

7. Clean the Feed 1, Feed 2, and Tray 4 feed sensors using a lint-free cloth.

Figure 6-11 Feed 1 sensor cleaning

Figure 6-12 Feed 2 sensor cleaning

Recommended action for onsite technicians 155

 Figure 6-13 Tray 4 feed sensor cleaning

13.A7.D4(HCI)
A paper jam occurred from Tray 4 high-capacity input feeder (HCI).

The paper failed to reach the Tray 4 feed sensor when feeding from Tray 4. (Pickup failure)

Recommended action for customers

1. Open the right cover of the Tray 4 (HCI) and remove any jammed paper.

156 Chapter 6 Numerical control panel messages

 2. Open the Tray 4 (HCI) and remove any jammed paper from the tray.

3. Ensure that the tray width guides are set to the correct paper size (Letter or A4) 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.

Recommended action for call-center agents

1. Open the right cover of the Tray 4 (HCI) and remove any jammed paper.

Recommended action for call-center agents 157

 2. Open the Tray 4 (HCI) and remove any jammed paper from the tray.

3. Ensure that the tray width guides are set to the correct paper size (Letter or A4) 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. If the error persists, dispatch an onsite technician with the part below:

Tray 2-x rollers part number: 5PN66-67001

158 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

1. Open the right cover of the Tray 4 (HCI) and remove any jammed paper.

2. Open the Tray 4 (HCI) and remove any jammed paper from the tray.

3. Ensure that the tray width guides are set to the correct paper size (Letter or A4) 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.

Recommended action for onsite technicians 159

 4. Turn the printer off, and then on.

5. Check the rollers.

a. Check the pick-up roller, the forward roller, and the reverse roller of the tray for wear, damage,
or paper dust. Clean the rollers with a damp, lint free cloth.

b. Check the life span of the roller from the following menu: Support Tools> Service> Advanced
Service > Service Reports > Supplies Information Report.

6. Check the Tray 4 pickup motor.

a. Diagnose the Tray 4 pickup motor.

i. Run the diagnostics for the motor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Component Tests> Tray > Tray 4 > Tray 4
Pickup Motor.

160 Chapter 6 Numerical control panel messages

 And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (DCF-CN601).

b. Retest the motor. If the test fails, replace the motor.

Tray 4 pickup motor part number: 5QJ90-64002

For instructions, see the Repair Service Manual for this product.

7. Check the Tray 4 feed motor.

a. Diagnose the Tray 4 feed motor.

i. Run the diagnostics for the motor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Component Tests> Paper path > Feed >
Tray 4 Feed Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (DCF-CN601).

Recommended action for onsite technicians 161

 b. Retest the motor. If the test fails, replace the motor.

Tray 4 feed motor part number: 5QJ90-60023

8. Check the Tray 4 feed sensor.

a. Clean the sensor using a lint-free cloth.

b. Diagnose the Tray 4 feed sensor.

i. Run the diagnostic test for the Tray 4 feed sensor from the following menu: Support
Tools> Service> Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray 4 >
Tray 4 Feed Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Cover the sensor to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(HCI-CN502).

162 Chapter 6 Numerical control panel messages

 c. Replace the sensor as needed.

Sensor part number: 0604-001490

For instructions, see the Repair Service Manual for this product.

9. Check the Tray 4 shift plate end sensor (HCI).

a. Diagnose the Tray 4 shift plate end sensor by running the diagnostics from the following menu:
Support Tools> Service> Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray 4
> Tray 4 Shift Plate End Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Replace the sensor as needed.

Tray 4 shift plate end sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

10. Check the shift tray paper empty sensor.

Recommended action for onsite technicians 163

 a. Diagnose the shift tray paper empty sensor.

i. Run the diagnostics for the sensor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray 4 > Tray 4 Shift Tray
Paper Empty Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(HCI-CN3).

b. Replace the sensor as needed.

Shift tray paper empty sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

13.A8.A1
The paper did not leave the Feed 1 sensor when printing from Tray 1.

164 Chapter 6 Numerical control panel messages

Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

1. Open the right door. Remove any jammed paper found.

2. If the error persists, dispatch an onsite technician with the part below:

Tray 2-x rollers part number: 5PN66-67001

Recommended action for customers 165

 Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the rollers.

a. If there are multiple jammed paper, check the pickup roller and the reverse roller of the tray for
wear, damage, or paper dust. Clean the rollers with a damp, lint free cloth.

b. Check the life span of the roller from the following menu: Support Tools> Service> Advanced
Service > Service Reports > Supplies Information Report.

166 Chapter 6 Numerical control panel messages

 4. If the paper being used is not A4 or Letter, test with A4 or Letter. Feed long edge first as indicated
below. If a new error occurs, follow that error guide.

5. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

6. Clean the Feed 1 sensor using a lint-free cloth.

13.A8.A2
The paper did not leave the Feed 1 sensor when printing from Tray 2.

13.A8.A2 167
 Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

1. Open the right door. Remove any jammed paper found.

2. If the error persists, dispatch an onsite technician with the part below:

Tray 2-x rollers part number: 5PN66-67001

168 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the rollers.

a. If there are multiple jammed paper, check the pickup roller and the reverse roller of the tray for
wear, damage, or paper dust. Clean the rollers with a damp, lint free cloth.

b. Check the life span of the roller from the following menu: Support Tools> Service> Advanced
Service > Service Reports > Supplies Information Report.

Recommended action for onsite technicians 169

 4. If the paper being used is not A4 or Letter, test with A4 or Letter. Feed long edge first as indicated
below. If a new error occurs, follow that error guide.

5. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

6. Clean the Feed 1 sensor using a lint-free cloth.

13.A8.D1
A paper jam occurred from Tray 1.

The paper failed to reach the Feed 1 sensor when feeding from Tray 1. (Pickup failure)

170 Chapter 6 Numerical control panel messages

Recommended action for customers

1. Open the right door. Remove any jammed paper found.

2. Remove any jammed paper from Tray 1 (U2).

Recommended action for customers 171

 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.

Recommended action for call-center agents

1. Open the right door. Remove any jammed paper found.

2. Remove any jammed paper from Tray 1 (U2).

172 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.

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Remove any jammed paper from Tray 1 (U2).

Recommended action for onsite technicians 173

 3. Turn the printer off, and then on.

4. Make sure 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.

5. Check the Tray 1 pickup and feed rollers for wear, damage, or paper dust.

a. Clean the rollers with a damp, lint free cloth.

b. Check the life span of the roller from the following menu: Support Tools > Service > Advanced
Service > Service Reports > Supplies Information Report.

6. Check the registration motor.

174 Chapter 6 Numerical control panel messages

a. Diagnose the registration motor.

i. Run the diagnostics for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Paper path > Feed >
Registration Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J70).

b. Retest the motor. If the test fails, replace the motor.

Registration motor part number: JC31-00123B

For instructions, see the Repair Service Manual for this product.

Recommended action for onsite technicians 175

 7. Check the Tray 1 solenoid.

a. Diagnose the Tray 1 solenoid.

i. Run the diagnostic test for the Tray 1 solenoid from the following menu: Support Tools >
Service > Advanced Service > Advanced Diagnostics > Component Tests > Tray > Tray 1 >
Tray 1 Solenoid.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the
solenoid to the PCA (J88).

b. Retest Tray 1 solenoid. If the test fails, replace the solenoid.

Tray 1 solenoid part number: JC33-00029B

For instructions, see the Repair Service Manual for this product.

8. Check the Tray 1 clutch.

176 Chapter 6 Numerical control panel messages

a. Diagnose the Tray 1 clutch.

i. Run the diagnostic test for the clutch from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Component Tests > Tray > Tray 1 > Tray 1
Clutch.

And check the clutch sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the clutch
to the PCA (J70).

b. Retest the clutch. If the test fails, replace the clutch.

Tray 1 clutch part number: JC47-00037A

For instructions, see the Repair Service Manual for this product.

Recommended action for onsite technicians 177

 9. Check the Tray 2 feed clutch.

a. Diagnose the Tray 2 feed clutch.

i. Run the diagnostic test for the Tray 2 feed clutch from the following menu: Support Tools >
Service > Advanced Service > Advanced Diagnostics > Component Tests > Tray > Tray 2 >
Tray 2 Feed Clutch.

And check the clutch sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the clutch
to the PCA (J70).

b. Retest the clutch. If the test fails, replace the clutch.

Feed clutch part number: JC47-00037A

178 Chapter 6 Numerical control panel messages

 For instructions, see the Repair Service Manual for this product.

10. Check the Feed 1 sensor.

a. Clean the sensor using a lint-free cloth.

b. Diagnose the Feed 1 sensor.

i. Run the diagnostic test for the Feed 1 sensor from the following menu: Support Tools >
Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Feed >
Feed 1 Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Cover the sensor to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(J70).

c. Replace the sensor as needed.

Sensor part number: 0604-001381

For instructions, see the Repair Service Manual for this product.

Recommended action for onsite technicians 179

 13.A8.D2
A paper jam occurred from Tray 2.

The paper failed to reach the feed sensor when feeding from Tray 2. (Pickup failure)

Recommended action for customers

1. Open the right door. Remove any jammed paper found.

2. Open Tray 2 and remove any jammed paper from the tray (U3).

180 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.

Recommended action for call-center agents

1. Open the right door. Remove any jammed paper found.

Recommended action for call-center agents 181

 2. Open Tray 2 and remove any jammed paper from the tray (U3).

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. If the error persists, dispatch an onsite technician with the part below:

Tray 2-x rollers part number: 5PN66-67001

182 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Open Tray 2 and remove any jammed paper from the tray (U3).

3. Turn the printer off, and then on.

Recommended action for onsite technicians 183

 4. 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.

5. Check the rollers.

a. Check the pick-up roller, the forward roller, and the reverse roller of the tray for wear, damage,
or paper dust. Clean the rollers with a damp, lint free cloth.

b. Check the life span of the roller from the following menu: Support Tools > Service > Advanced
Service > Service Reports > Supplies Information Report.

6. Check the registration motor.

184 Chapter 6 Numerical control panel messages

a. Diagnose the registration motor.

i. Run the diagnostics for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Paper path > Feed >
Registration Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J70).

b. Retest the motor. If the test fails, replace the motor.

Registration motor part number: JC31-00123B

For instructions, see the Repair Service Manual for this product.

Recommended action for onsite technicians 185

 7. Check the Tray 2 feed clutch.

a. Diagnose the Tray 2 feed clutch.

i. Run the diagnostic test for the Tray 2 feed clutch from the following menu: Support Tools >
Service > Advanced Service > Advanced Diagnostics > Component Tests > Tray > Tray 2 >
Tray 2 Feed Clutch.

And check the clutch sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the clutch
to the PCA (J70).

b. Retest the clutch. If the test fails, replace the clutch.

Feed clutch part number: JC47-00037A

186 Chapter 6 Numerical control panel messages

 For instructions, see the Repair Service Manual for this product.

8. Check the Feed 1 sensor.

a. Clean the sensor using a lint-free cloth.

b. Diagnose the Feed 1 sensor.

i. Run the diagnostic test for the Feed 1 sensor from the following menu: Support Tools >
Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Feed >
Feed 1 Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Cover the sensor to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(J70).

c. Replace the sensor as needed.

Sensor part number: 0604-001381

Recommended action for onsite technicians 187

 For instructions, see the Repair Service Manual for this product.

9. Check the registration clutch.

a. Diagnose the registration clutch.

i. Run the diagnostic test for the registration clutch from the following menu: Support Tools
> Service > Advanced Service > Advanced Diagnostics > Component Tests > Paper Path
> Feed > Registration Clutch. And check the clutch sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the clutch
to the PCA (J70).

188 Chapter 6 Numerical control panel messages

 b. Retest the clutch. If the test fails, replace the clutch.

Registration clutch part number: JC47-00037A

For instructions, see the Service Manual for this printer.

13.A8.FF
Residual paper jam at the Feed 1 sensor.

Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

■ Open the right door. Remove any jammed paper found.

13.A8.FF 189
 Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the Feed 1 sensor.

a. Clean the sensor using a lint-free cloth.

b. Run the diagnostic test for the Feed 1 sensor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Feed > Feed 1 Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

190 Chapter 6 Numerical control panel messages

 d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).

e. Replace the sensor as needed.

Part number: 0604-001381

For instructions, see the Service Manual for this printer.

13.B2.AD
The paper did not leave the registration sensor when printing from the duplexer.

Recommended action for customers

■ Open the right door. Remove any jammed paper found.

13.B2.AD 191
 Recommended action for call-center agents

■ Open the right door. Remove any jammed paper found.

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

192 Chapter 6 Numerical control panel messages

 3. If the paper being used is not A4 or Letter, test with A4 or Letter. Feed long edge first as indicated
below. If a new error occurs, follow that error guide.

13.B2.Az
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

Recommended action for customers

■ Open the right door. Remove any jammed paper found.

13.B2.Az 193
 Recommended action for call-center agents

■ Open the right door. Remove any jammed paper found.

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

194 Chapter 6 Numerical control panel messages

3. If the paper being used is not A4 or Letter, test with A4 or Letter. Feed long edge first as indicated
below. If a new error occurs, follow that error guide.

4. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

5. Check the registration sensor.

a. Clean the sensor using a lint-free cloth.

Recommended action for onsite technicians 195

 b. Run the diagnostic test to diagnose the registration sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Feed > Registration
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).

e. Replace the sensor as needed.

Registration sensor part number: 0604-001381

Or registration unit part number: 5QJ90-60129

13.B2.D1
A paper jam occurred from Tray 1.

The paper failed to reach the registration sensor when feeding from Tray 1.

196 Chapter 6 Numerical control panel messages

Recommended action for customers

1. Open the right door. Remove any jammed paper found.

2. Remove any jammed paper from Tray 1 (U2).

Recommended action for customers 197

 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.

Recommended action for call-center agents

1. Open the right door. Remove any jammed paper found.

2. Remove any jammed paper from Tray 1 (U2).

198 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.

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Remove any jammed paper from Tray 1 (U2).

Recommended action for onsite technicians 199

 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.

4. Turn the printer off, and then on.

5. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

6. Check the registration sensor.

a. Clean the sensor using a lint-free cloth.

200 Chapter 6 Numerical control panel messages

 b. Run the diagnostic test to diagnose the registration sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Feed > Registration
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).

e. Replace the sensor as needed.

Registration sensor part number: 0604-001381

Or registration unit part number: 5QJ90-60129
For instructions, see the Repair Service Manual for this product.

13.B2.D2
A paper jam occurred from Tray 2.

The paper failed to reach the registration sensor when feeding from Tray 2.

13.B2.D2 201
 Recommended action for customers

1. Open the right door. Remove any jammed paper found.

2. Open Tray 2 and remove any jammed paper from the tray (U3).

202 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.

Recommended action for call-center agents

1. Open the right door. Remove any jammed paper found.

Recommended action for call-center agents 203

 2. Open Tray 2 and remove any jammed paper from the tray (U3).

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. If the error persists, dispatch an onsite technician with the part below:

Tray 2-x rollers part number: 5PN66-67001

204 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Open Tray 2 and remove any jammed paper from the tray (U3).

Recommended action for onsite technicians 205

 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. Turn the printer off, and then on.

5. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

6. Check the registration sensor.

a. Clean the sensor using a lint-free cloth.

206 Chapter 6 Numerical control panel messages

 b. Run the diagnostic test to diagnose the registration sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Feed > Registration
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).

e. Replace the sensor as needed.

Registration sensor part number: 0604-001381

Or registration unit part number: 5QJ90-60129
For instructions, see the Repair Service Manual for this product.

13.B2.D3
A paper jam occurred from Tray 3.

The paper failed to reach the registration sensor when feeding from Tray 3.

13.B2.D3 207
 Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

■ Open the right door. Remove any jammed paper found.

208 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

4. Check the registration sensor.

Recommended action for onsite technicians 209

 a. Clean the sensor using a lint-free cloth.

b. Run the diagnostic test to diagnose the registration sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Feed > Registration
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).

e. Replace the sensor as needed.

Registration sensor part number: 0604-001381

Or registration unit part number: 5QJ90-60129
For instructions, see the Repair Service Manual for this product.

13.B2.D4 (DCF)
A paper jam occurred from Tray 4 dual-cassette feeder (DCF).

210 Chapter 6 Numerical control panel messages

 The paper failed to reach the registration sensor when feeding from Tray 4.

Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

■ Open the right door. Remove any jammed paper found.

Recommended action for customers 211

 Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

4. Check the registration sensor.

212 Chapter 6 Numerical control panel messages

 a. Clean the sensor using a lint-free cloth.

b. Run the diagnostic test to diagnose the registration sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Feed > Registration
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).

e. Replace the sensor as needed.

Registration sensor part number: 0604-001381

Or registration unit part number: 5QJ90-60129
For instructions, see the Repair Service Manual for this product.

13.B2.D4 (HCI)
A paper jam occurred from Tray 4 high-capacity input feeder (HCI).

13.B2.D4 (HCI) 213

 The paper failed to reach the registration sensor when feeding from Tray 4.

Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

■ Open the right door. Remove any jammed paper found.

214 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

4. Check the registration sensor.

Recommended action for onsite technicians 215

 a. Clean the sensor using a lint-free cloth.

b. Run the diagnostic test to diagnose the registration sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Feed > Registration
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).

e. Replace the sensor as needed.

Registration sensor part number: 0604-001381

Or registration unit part number: 5QJ90-60129
For instructions, see the Repair Service Manual for this product.

13.B2.D5 (DCF)
A paper jam occurred from Tray 5 dual-cassette feeder (DCF).

216 Chapter 6 Numerical control panel messages

 The paper failed to reach the registration sensor when feeding from Tray 5.

Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

■ Open the right door. Remove any jammed paper found.

Recommended action for customers 217

 Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

4. Check the registration sensor.

218 Chapter 6 Numerical control panel messages

 a. Clean the sensor using a lint-free cloth.

b. Run the diagnostic test to diagnose the registration sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Feed > Registration
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).

e. Replace the sensor as needed.

Registration sensor part number: 0604-001381

Or registration unit part number: 5QJ90-60129
For instructions, see the Repair Service Manual for this product.

13.B2.DD
The paper failed to reach the registration sensor in required time when printing from duplexer.

13.B2.DD 219
 Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

■ Open the right door. Remove any jammed paper found.

220 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the paper being used is not A4 or Letter, test with A4 or Letter. Feed long edge first as indicated
below. If a new error occurs, follow that error guide.

Recommended action for onsite technicians 221

 4. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

13.B2.FF
Residual paper jam at the registration sensor.

Recommended action for customers

■ Open the right door. Remove any jammed paper found.

222 Chapter 6 Numerical control panel messages

Recommended action for call-center agents

■ Open the right door. Remove any jammed paper found.

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the registration sensor.

Recommended action for call-center agents 223

 a. Clean the sensor using a lint-free cloth.

b. Run the diagnostic test to diagnose the registration sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Feed > Registration
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).

e. Replace the sensor as needed.

Registration sensor part number: 0604-001381

Or registration unit part number: 5QJ90-60129
For instructions, see the Repair Service Manual for this product.

4. Check the right door connector.

NOTE: It is an important step. Lowering the door too far during service can loosen the connector.

224 Chapter 6 Numerical control panel messages

13.B9.Az Fuser Jam
The paper did not leave the fuser out sensor.

NOTE: NOTE: This error is caused by the fuser out sensor, but the cause of the problem varies
depending on the output device installation status.

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.

13.B9.Az Fuser Jam 225

 Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

■ Open the right door. Remove any jammed paper found.

226 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the paper being used is not A4 or Letter, test with A4 or Letter. Feed long edge first as indicated
below. If a new error occurs, follow that error guide.

Recommended action for onsite technicians 227

 4. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

5. Check the actuator. Make sure the sensor actuator flag moves smoothly and turns back.

6. Check the entrance sensor of the inner finisher (S1).

a. Diagnose the entrance sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Entrance > Entrance Sensor

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Cover the sensor to see if the value changes.

228 Chapter 6 Numerical control panel messages

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA.

d. Replace the sensor as needed.

Entrance sensor part number: 0604-001381

For instructions, see the Service Manual for this printer.

7. Check the entrance motor of the inner finisher.

a. Run the diagnostic test to diagnose the entrance motor from the following menu:

Support Tools > Service > Advanced Service > Advanced Diagnostics > Component Tests >
Finisher > Entrance > Entrance Motor.
And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA.

c. Retest the motor. If the test fails, replace the motor.

Entrance motor part number: JC31-00169B

For instructions, see the Service Manual for this printer.

Recommended action for onsite technicians 229

 13.B9.Dz
The paper failed to reach the fuser out sensor in required time.

● 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. Remove any jammed paper found.

2. Check for paper jammed in the OPC area, and remove any jammed paper found.

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

230 Chapter 6 Numerical control panel messages

Recommended action for call-center agents

1. Open the right door. Remove any jammed paper found.

2. If the error persists, dispatch an onsite technician with the part below.

Fuser part number:

● 5PN50-67001 (100V)

● 5PN61-67001 (110V)

● 5PN62-67001 (220V)

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

Recommended action for call-center agents 231

 3. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

4. Check the registration clutch.

a. Run the diagnostic test to diagnose the registration clutch from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Component Tests > Paper Path
> Feed > Registration Clutch.

And check the clutch sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

232 Chapter 6 Numerical control panel messages

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the clutch to the
PCA (J70).

c. Retest the clutch. If the test fails, replace the clutch.

Registration clutch part number: JC47-00037A

For instructions, see the Service Manual for this printer.

5. Check the fuser out sensor.

a. Clean the sensor using a lint-free cloth.

b. Run the diagnostic test to diagnose the fuser out sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Fuser
Out Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

Recommended action for onsite technicians 233

 d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J88).

e. Replace the sensor as needed.

Fuser out sensor part number: 0604-001393

6. If the error persists, replace the fuser.

Fuser part number:

● 5PN50-67001 (100V)

● 5PN61-67001 (110V)

● 5PN62-67001 (220V)

13.B9.FF
Residual paper jam at the fuser out sensor.

234 Chapter 6 Numerical control panel messages

Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the error persists, dispatch an onsite technician.

Recommended action for customers 235

 Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the fuser out sensor.

a. Clean the sensor using a lint-free cloth.

b. Run the diagnostic test to diagnose the fuser out sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Fuser
Out Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

236 Chapter 6 Numerical control panel messages

 d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J88).

e. Replace the sensor as needed.

Fuser out sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

13.D2.Az
The paper did not leave the duplex 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.

13.D2.Az 237
 Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

■ Open the right door. Remove any jammed paper found.

238 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the paper being used is not A4 or Letter, test with A4 or Letter. Feed long edge first as indicated
below. If a new error occurs, follow that error guide.

Recommended action for onsite technicians 239

 4. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

13.D2.Dz
The paper failed to reach the duplex sensor in required time.

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.

240 Chapter 6 Numerical control panel messages

Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

■ Open the right door. Remove any jammed paper found.

Recommended action for customers 241

 Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

242 Chapter 6 Numerical control panel messages

4. Check the duplex motor.

a. Run the diagnostic test to diagnose the duplex motor from the following menu: Support Tools
> Service > Advanced Service > Advanced Diagnostics > Component Tests > Paper Path >
Duplex > Duplex Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (J88)

c. Retest the motor. If the test fails, replace the motor.

Duplex motor part number: JC93-01687A

For instructions, see the Repair Service Manual for this product.

5. Check the Duplex 1 sensor.

Recommended action for onsite technicians 243

 a. Check the actuator. Make sure the sensor actuator flag moves smoothly back and forth.

b. Run the diagnostic test to diagnose the Duplex 1 sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Duplex
Jam1 Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to see if the value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J10).

e. Replace the sensor as needed.

Duplex 1 sensor part number: 0604-001393

For instructions, see the Service Manual for this printer.

13.D2.FF
Residual paper jam at the duplex sensor.

244 Chapter 6 Numerical control panel messages

Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

■ Open the right door. Remove any jammed paper found.

Recommended action for customers 245

 Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the Duplex 1 sensor.

a. Check the actuator. Make sure the sensor actuator flag moves smoothly back and forth.

b. Run the diagnostic test to diagnose the Duplex 1 sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Duplex
Jam1 Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to see if the value changes.

246 Chapter 6 Numerical control panel messages

 d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J10).

e. Replace the sensor as needed.

Duplex 1 sensor part number: 0604-001393

For instructions, see the Service Manual for this printer.

13.E1.A1
The trailing edge cannot leave the bridge entrance sensor.

Recommended action for customers

■ Open the bridge door. Remove any jammed paper found.

13.E1.A1 247
 Recommended action for call-center agents

■ Open the bridge door. Remove any jammed paper found.

Recommended action for onsite technicians

1. Open the bridge door. Remove any jammed paper found.

2. Check the bridge motor.

a. Run the diagnostics for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Stapler/Stacker finisher
> Bridge > Bridge motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

248 Chapter 6 Numerical control panel messages

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (External - CN6).

c. Retest the motor. If the test fails, replace the motor.

Bridge motor part number: 3SJ19-80501

For instructions, see the Service Manual for this printer.

3. Check the bridge exit sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Stapler/stacker finisher > Bridge >
Bridge exit sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

Recommended action for onsite technicians 249

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN6).

d. Replace the sensor as needed.

Bridge exit sensor part number: 0604-001393

For instructions, see the Service Manual for this printer.

13.E1.Dz
The paper failed to reach the output bin-full sensor in required time.

NOTE: This error can occur due to poor assembly of the first exit flag, no flag, or a disconnected flag.
It may also occur when the sensor connection of the flag is poor.

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

250 Chapter 6 Numerical control panel messages

Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the error persists, dispatch an onsite technician with the following part:

Actuator - Bin Full Exit part number: JC66-04339A

Recommended action for customers 251

 Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

4. Check the actuator. Make sure the sensor actuator flag moves smoothly and turns back.

252 Chapter 6 Numerical control panel messages

5. Check the out-bin full sensor.

a. Check the actuator. Make sure that the sensor actuator flag moves smoothly back and forth.

b. Run the diagnostic test to diagnose the out-bin full sensor from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Output
> Out-Bin Full Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to see if the value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J10).

e. Replace the sensor as needed.

Out-bin full sensor part number: 0604-001393 or Exit unit: JC90-01876A (Upper assembly)
For instructions, see the Service Manual for this printer.

Recommended action for onsite technicians 253

 6. Check the exit motor.

a. Run the diagnostic test to diagnose the exit motor from the following menu: Support Tools
> Service > Advanced Service > Advanced Diagnostics > Component Tests > Paper Path >
Output > Exit Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Disconnect and reconnect both ends of the wire harness from the motor to the PCA (J69).

c. Retest the motor. If the test fails, replace the motor.

Part number:
Exit motor: JC93-00186A
or Exit unit: JC90-01678A (Upper part )
For instructions, see the Service Manual for this printer.

254 Chapter 6 Numerical control panel messages

7. If the return gate (Callout 1) is closed, check the return gate solenoid (Callout 2). Make sure the
return gate moves smoothly back and forth.

Determine if a finisher is installed

NOTE: It is essential to fix the position of the bin-full actuator when installing the finisher. Make sure
that the actuator is properly secured according to the instructions below. **A 13.E1.Dz error may occur
if the actuator is not changed to the correct position.

IMPORTANT: The metal rod that the Bin Full Actuator is connected to should NOT be removed.

Inner finisher

Raise the flag and push it towards the inside of the printer until it snaps in the upright position. Some
force might be needed to snap it into place.

Recommended action for onsite technicians 255

 Raise the bin-full actuator and push it as shown until it snaps in the upright position. Some force might
be needed to snap it into place.

Rotate the bin-full actuator up almost 90 degrees away from the shaft, and then rotate the actuator as
shown until it snaps into the locking clip.

Stapler-stacker & Booklet finisher

256 Chapter 6 Numerical control panel messages

 Raise the bin-full actuator and push it as shown until it snaps in the upright position. Some force might
be needed to snap it into place.

Rotate the bin-full actuator up almost 90 degrees away from the shaft, and then rotate the actuator as
shown until it snaps into the locking clip.

13.E7.Az
The paper did not leave the Exit 2 sensor.

13.E7.Az 257
 Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the error persists, dispatch an onsite technician.

258 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the paper being used is not A4 or Letter, test with A4 or Letter. Feed long edge first as indicated
below. If a new error occurs, follow that error guide.

Recommended action for onsite technicians 259

 4. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

13.E7.Dz
The paper failed to reach the Exit 2 sensor in required time.

Recommended action for customers

■ Open the right door. Remove any jammed paper found.

260 Chapter 6 Numerical control panel messages

Recommended action for call-center agents

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

Recommended action for call-center agents 261

 3. Check the point where the paper leading edge stopped. Look for a foreign substance, a deformed
shape, or other paper path obstructions.

4. Check the Exit 2 motor.

a. Run the diagnostic test to diagnose the Exit 2 motor from the following menu: Support Tools
> Service > Advanced Service > Advanced Diagnostics > Component Tests > Paper Path >
Output > Exit 2 Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

262 Chapter 6 Numerical control panel messages

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (J10).

c. Retest the motor. If the test fails, replace the motor.

Exit 2 motor part number: Y1G23-67001 (Upper part )

For instructions, see the Service Manual for this printer.

5. Check the return gate solenoid.

a. Run the diagnostic test to diagnose the return gate solenoid from the following menu: Support
Tools > Service > Advanced Service > Advanced Diagnostics > Component Tests > Paper Path
> Duplex > Return Gate solenoid.

Check the solenoid sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

Recommended action for onsite technicians 263

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the solenoid to
the PCA (J10).

c. Retest the solenoid. If the test fails, replace the solenoid.

Part number:
Return gate solenoid: TBD
Exit 2 unit: Y1G23-67001 (Upper part)
For instructions, see the Service Manual for this printer.

6. Check the Exit 2 sensor.

a. Check the actuator. Make sure the sensor actuator flag moves smoothly back and forth.

264 Chapter 6 Numerical control panel messages

 b. Run the diagnostic test to diagnose the Exit 2 sensor from the following menu: Support Tools >
Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Output Exit >
Exit 2 Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to see if the value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J10).

e. Replace the sensor as needed.

Exit unit part number: JC90-01876A (Upper assembly)

For instructions, see the Service Manual for this printer.

13.E7.FF
Residual paper jam at the Exit 2 sensor.

13.E7.FF 265
 Recommended action for customers

■ Open the right door. Remove any jammed paper found.

Recommended action for call-center agents

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the error persists, dispatch an onsite technician.

266 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

1. Open the right door. Remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the Exit 2 sensor.

a. Check the actuator. Make sure the sensor actuator flag moves smoothly back and forth.

b. Run the diagnostic test to diagnose the Exit 2 sensor from the following menu: Support Tools >
Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Output Exit >
Exit 2 Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to see if the value changes.

Recommended action for onsite technicians 267

 d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J44).

e. Replace the sensor as needed.

Exit unit part number: JC90-01876A (Upper assembly)

For instructions, see the Service Manual for this printer.

13.59.A3
Paper stay jam. The rear end of the paper fails to exit the exit sensor (booklet direction) during the
booklet job.

Recommended action for customers

1. Check the finisher for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

268 Chapter 6 Numerical control panel messages

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.

Recommended action for customers 269

 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: 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.

270 Chapter 6 Numerical control panel messages

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.

Recommended action for call-center agents and onsite technicians 271

 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 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 booklet exit sensor.

272 Chapter 6 Numerical control panel messages

 a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Sensors > Booklet finisher > Booklet exit >
Booklet exit sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN8).

d. Replace the sensor as needed.

Booklet exit sensor part number: JC32-00020A

For instructions, see the Service Manual for this printer.

13.59.D3
Paper delay jam. The front end of the paper fails to reach the exit sensor (booklet direction) during the
booklet job.

Recommended action for customers

1. Check the finisher for jams or obstructions.

13.59.D3 273
 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.

274 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.

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: 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.

Recommended action for call-center agents and onsite technicians 275

 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.

276 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.

2. Turn the printer off, and then on.

Recommended action for call-center agents and onsite technicians 277

 3. Check the paper path from the booklet tamper sensor (Callout 1) to the booklet exit sensor (Callout
2). Take a very close look at where the paper leading edge stopped.

4. Check the booklet fold motor.

a. Run the diagnostic test for the booklet fold motor from the following menu: Support Tools >
Service > Advanced Service > Advanced Diagnostics > Component Tests > Booklet finisher >
Booklet end fence > Booklet fold motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

278 Chapter 6 Numerical control panel messages

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Booklet - CN10).

c. Retest the motor. If the test fails, replace the motor.

Booklet fold motor part number: JC31-00144A

For instructions, see the Service Manual for this printer.

13.59.FF
Paper delay jam. The front end of the paper fails to reach the exit sensor (booklet direction) during the
booklet job.

Recommended action for customers

1. Check the finisher for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

13.59.FF 279
 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.

280 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: 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.

Recommended action for call-center agents and onsite technicians 281

 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.

282 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. Check the booklet exit sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Sensors > Booklet finisher > Booklet exit >
Booklet exit sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

Recommended action for call-center agents and onsite technicians 283

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN8).

d. Replace the sensor as needed.

Booklet exit sensor part number: JC32-00020A

For instructions, see the Service Manual for this printer.

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.

284 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.

Inner Finisher: Recommended action for customers 285

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any 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, 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. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

286 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.

Stapler/Stacker - Booklet Maker: Recommended action for customers 287

 e. Open the Bridge cover.

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.

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.

288 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.

Inner Finisher: Recommended action for call-center agents and onsite technicians 289
 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

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.

4. Check the exit motor.

290 Chapter 6 Numerical control panel messages

 a. Run the diagnostic test for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Finisher > Exit > Exit Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Inner - Front).

c. Retest the motor. If the test fails, replace the motor.

Exit motor part number: JC90-01331A

For instructions, see the Service Manual for this printer.

Stapler/Stacker or Booklet Finishers: 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.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 291
 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.

292 Chapter 6 Numerical control panel messages

 e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the paper being used is not A4 or Letter, test with A4 or Letter paper. Feed long edge first as
indicated below. If a new error occurs, follow that error guide.

3. Turn the printer off, and then on.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 293
 4. Check the paper path from the bridge entrance sensor (Callout 1) to the bridge exit sensor (Callout
2). 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.

5. Check the exit motor.

a. Run the diagnostic test for the exit motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Stapler/Stacker Finisher >
Exit > Exit Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

294 Chapter 6 Numerical control panel messages

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (External - CN17).

c. Retest the motor. If the test fails, replace the motor.

Exit motor part number: 3SJ19-80501

For instructions, see the Service Manual for this printer.

d. If the error persists, replace the Entrance sensor with a new one.

Entrance sensor part number: JC32-00020A

For instructions: see the Service Manual for this printer.

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.

13.60.D1, 13.60.D2 or 13.60.D3 295

 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.

296 Chapter 6 Numerical control panel messages

 d. Inspect the areas for paper jams or obstructions.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any 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, 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. Check the finisher for paper jams or obstructions.

Stapler/Stacker - Booklet Maker: Recommended action for customers 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. Open the Bridge cover.

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.

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 299
 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.

300 Chapter 6 Numerical control panel messages

 d. Inspect the areas for paper jams or obstructions.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. Turn the printer off, and then on.

3. If the error persists, check the finisher entrance motor.

a. Run the diagnostics for the motor from the following menu:

Support Tools > Service > Advanced Service > Advanced Diagnostics > Component Tests >
Finisher > Entrance > Entrance Motor.
And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

Inner Finisher: Recommended action for call-center agents and onsite technicians 301
 b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Inner-Rear Joint).

c. Retest the motor. If the test fails, replace the motor.

Entrance motor part number: 5QK09-60128

For instructions, see the Service Manual for this printer.

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. Make sure the sensor actuator flag moves freely.

c. Replace the sensor as needed.

Part number: 0604-001381

For instructions on removing and replacing inner finisher entrance sensor, 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 finisher for paper jams or obstructions.

302 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.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 303
 d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

304 Chapter 6 Numerical control panel messages

 3. Check the paper path from the bridge entrance sensor (Callout 1) to the bridge exit sensor (Callout
2). 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.

4. Check the booklet entrance sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Booklet Finisher > Booklet Entrance >
Booklet Entrance Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 305
 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN4).

d. Replace the sensor as needed.

Booklet entrance sensor part number: 0604-001415

For instructions, see the Service Manual for this printer.

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.

306 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.

Inner Finisher: Recommended action for customers 307

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any 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, 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. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

308 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.

Stapler/Stacker - Booklet Maker: Recommended action for customers 309

 e. Open the Bridge cover.

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.

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.

310 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.

Inner Finisher: Recommended action for call-center agents and onsite technicians 311
 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. Turn the printer off, and then on.

3. Check the entrance sensor (S1).

a. Run the diagnostic test for the sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Entrance > Entrance Sensor

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

Cover the sensor to see if the value changes.

b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Inner-
Rear Sensor).

312 Chapter 6 Numerical control panel messages

 c. Replace the sensor as needed.

Entrance sensor part number: 0604-001381

For instructions, see the Service Manual for this printer.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians

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.

Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 313
 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.

314 Chapter 6 Numerical control panel messages

 g. Close all finisher covers.

2. Turn the printer off, and then on.

3. Check the booklet entrance sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Booklet Finisher > Booklet Entrance >
Booklet Entrance Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN4).

d. Replace the sensor as needed.

Booklet entrance sensor part number: 0604-001415

For instructions, see the Service Manual for this printer.

13.63.A1
Paper stay jam. The paper failed to exit the pass-through/exit sensor.

13.63.A1 315
 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.

316 Chapter 6 Numerical control panel messages

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any 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, 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 the finisher and check for any jammed paper or obstructions, and remove them.

Recommended action for call-center agents and onsite technicians 317

 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.

318 Chapter 6 Numerical control panel messages

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. Turn the printer off, and then on.

3. If the paper being used is not A4 or Letter, test with A4 or Letter. Feed long edge first as indicated
below. If a new error occurs, follow that error guide.

Recommended action for call-center agents and onsite technicians 319

 4. Check the exit motor.

a. Run the diagnostic test for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Finisher > Exit > Exit Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Inner - Front).

c. Retest the motor. If the test fails, replace the motor.

Exit motor part number: JC90-01331A

For instructions, see the Service Manual for this printer.

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.

320 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 321

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any 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, 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 the finisher and check for any jammed paper or obstructions, and remove them.

322 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 call-center agents and onsite technicians 323

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

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: 0604-001381

For instructions on removing and replacing inner finisher entrance sensor, see the Repair
Service Manual for this product.

324 Chapter 6 Numerical control panel messages

 4. Check the exit sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Inner Finisher > Exit > Exit Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Cover the sensor to check the reading value changes.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Inner -
Rear).

d. Replace the sensor as needed.

Exit sensor part number: 0604-001415

For instructions, see the Service Manual for this printer.

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.

13.63.DZ 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.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any 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, 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 the finisher and check for any jammed paper or obstructions, and remove them.

Recommended action for call-center agents and onsite technicians 327

 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.

328 Chapter 6 Numerical control panel messages

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. Turn the printer off, and then on.

3. Check the exit sensor.

Recommended action for call-center agents and onsite technicians 329

 a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Inner Finisher > Exit > Exit Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Cover the sensor to check the reading value changes.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Inner -
Rear).

d. Replace the sensor as needed.

Exit sensor part number: 0604-001415

For instructions, see the Service Manual for this printer.

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.

a. Open the finisher door.

330 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.

Recommended action for customers 331

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any 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, 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 the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

332 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.

Recommended action for call-center agents and onsite technicians 333

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

2. Turn the printer off, and then on.

3. Check the exit sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Inner Finisher > Exit > Exit Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Cover the sensor to check the reading value changes.

334 Chapter 6 Numerical control panel messages

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Inner -
Rear).

d. Replace the sensor as needed.

Exit sensor part number: 0604-001415

For instructions, see the Service Manual for this printer.

13.84.A1
The paper failed to leave the top exit sensor of the finisher.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

13.84.A1 335
 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.

336 Chapter 6 Numerical control panel messages

 e. Open the bridge cover.

f. Remove any jams or obstructions.

g. 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. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher top cover.

Recommended action for call-center agents and onsite technicians 337

 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.

338 Chapter 6 Numerical control panel messages

 e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. 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.

3. Turn the printer off, and then on.

4. Check the paper path from the top exit sensor (Callout 1) to the output tray. 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.

Recommended action for call-center agents and onsite technicians 339

 5. Check the exit motor.

a. Run the diagnostic test for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Stapler/stacker finisher >
Exit > Exit Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (External - CN17).

c. Retest the motor. If the test fails, replace the motor.

Exit motor part number: 3SJ19-80501

For instructions, see the Service Manual for this printer.

13.84.D1
The paper failed to reach the top tray exit sensor of the finisher.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions and remove them.

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 customers 341

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. 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. Open the finisher and check for any jammed paper or obstructions, and remove them.

342 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 343

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. Check the paper path from the finisher entrance sensor (Callout 2) to the finisher exit sensor
(Callout 1). 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.

344 Chapter 6 Numerical control panel messages

 4. Check the top exit sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Stapler/Stacker finisher > Exit > Top
exit sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check that the sensor value changes during the test.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (External
- CN6).

d. Replace the sensor as needed.

Top exit sensor part number: 0604-001393

For instructions, see the Service Manual for this printer.

13.84.D2
The paper failed to reach the main output tray exit sensor.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions and remove them.

13.84.D2 345
 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

346 Chapter 6 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. 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. Open the finisher and check for any jammed paper or obstructions, and remove them.

Recommended action for call-center agents and onsite technicians 347

 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

348 Chapter 6 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

Recommended action for call-center agents and onsite technicians 349

 3. Check the paper path from the finisher entrance sensor (Callout 1) to the main exit sensor (Callout
2). 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.

4. Check the main exit sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Stapler/Stacker finisher > Exit > Main
exit sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

350 Chapter 6 Numerical control panel messages

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (External
- CN6).

d. Replace the sensor as needed.

Main exit sensor part number: JC32-00020A

For instructions, see the Service Manual for this printer.

13.84.F0
Paper is detected at the exit sensor when the finisher is initializing.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

13.84.F0 351
 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.

352 Chapter 6 Numerical control panel messages

 e. Open the bridge cover.

f. Remove any jams or obstructions.

g. 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. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher top cover.

Recommended action for call-center agents and onsite technicians 353

 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.

354 Chapter 6 Numerical control panel messages

 e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Turn the printer off, and then on.

3. Check the main exit sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Stapler/Stacker finisher > Exit > Main
exit sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

Recommended action for call-center agents and onsite technicians 355

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (External
- CN6).

d. Replace the sensor as needed.

Main exit sensor part number: JC32-00020A

For instructions, see the Service Manual for this printer.

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.

a. Open the finisher top cover.

356 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, and then pull the booklet maker
out.

e. Remove any jams or obstructions.

2. Check the booklet maker for jams or obstructions.

Recommended action for customers 357

 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.

358 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.

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: 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.

Recommended action for call-center agents and onsite technicians 359

 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 inner jams access cover, and then pull the booklet maker
out.

e. Remove any jams or obstructions.

360 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.

Recommended action for call-center agents and onsite technicians 361

 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.

362 Chapter 6 Numerical control panel messages

 g. Close all finisher covers.

3. Turn the printer off, and then on.

4. Check the booklet entrance sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Booklet finisher > Booklet entrance >
Booklet entrance sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN4).

d. Replace the sensor as needed.

Booklet entrance sensor part number: 0604-001415

For instructions, see the Service Manual for this printer.

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 jams or obstructions.

13.90.D3 363
 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.

364 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.

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: 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.

Recommended action for call-center agents and onsite technicians 365

 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 inner jams access cover, and then pull the booklet maker
out.

e. Remove any jams or obstructions.

366 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.

Recommended action for call-center agents and onsite technicians 367

 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.

368 Chapter 6 Numerical control panel messages

 g. Close all finisher covers.

3. Turn the printer off, and then on.

4. Check the paper path from the buffer sensor (Callout 1) to the booklet entrance sensor (Callout 2).
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.

5. Check the booklet entrance sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Booklet finisher > Booklet entrance >
Booklet entrance sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN4).

Recommended action for call-center agents and onsite technicians 369

 d. Replace the sensor as needed.

Booklet entrance sensor part number: 0604-001415

For instructions, see the Service Manual for this printer.

6. Check the booklet entrance motor.

a. Run the diagnostic test for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Booklet finisher > Booklet
entrance > Booklet entrance motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Booklet - CN5).

c. Retest the motor. If the test fails, replace the motor.

Booklet entrance motor part number: JC93-01152A

For instructions, see the Service Manual for this printer.

13.91.FF
Paper is detected at the booklet entrance sensor when the finisher is initializing.

370 Chapter 6 Numerical control panel messages

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.

c. Check for jams in the indicated area.

Recommended action for customers 371

 d. Open the finisher front cover and 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.

b. Check the top entrance to the booklet maker.

372 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.

Recommended action for customers 373

 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: 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.

374 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, 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 375

 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.

376 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. Check the paper path from the buffer sensor (Callout 1) to the booklet entrance sensor (Callout 2).
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.

5. Check the booklet entrance sensor.

Recommended action for call-center agents and onsite technicians 377

 a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Booklet finisher > Booklet entrance >
Booklet entrance sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN4).

d. Replace the sensor as needed.

Booklet entrance sensor part number: 0604-001415

For instructions, see the Service Manual for this printer.

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. Open the finisher and check for any jammed paper or obstructions and remove them.

378 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 379

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

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

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.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

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 call-center agents and onsite technicians 381

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

3. If the error persists, check and make sure the finisher diverter is functioning correctly.

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. Locate the diverter (callout 2) and check it by pushing down and releasing it. Once released,
the diverter should quickly pop back up and elevate the case using the stand. (Callout 1
indicates the jam access handle.)

e. If the diverter does not pop back up, record the serial number of the finisher and elevate the
case using the Standard Support Process.

4. Turn the printer off, and then on.

Recommended action for call-center agents and onsite technicians 383

 5. 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.

IMPORTANT: If an incompatible external finisher is installed, error 13.92.FF may occur intermittently.
Be sure to install and use the finisher that matches the product.

Correct finisher product code:

● 6GW51A HP LaserJet Booklet finisher

● 63C81A HP LaserJet Booklet finisher with Print Quality Diagnostics

● 6GW55A HP LaserJet Stapler/Stacker finisher

● 63C80A HP LaserJet Stapler/Stacker finisher with Print Quality Diagnostics

Finisher product codes that might cause issues:

● Y1G18A HP LaserJet Stapler/Stacker finisher

● Y1G07A HP LaserJet Booklet finisher

Recommended action for customers

Use the following steps to help resolve the issue.

IMPORTANT: If an incompatible external finisher is installed, error 13.92.FF may occur intermittently.
Be sure to install and use the finisher that matches the product.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

384 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.

Recommended action for customers 385

 e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. 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

Use the following steps to help resolve the issue.

IMPORTANT: If an incompatible external finisher is installed, error 13.92.FF may occur intermittently.
Be sure to install and use the finisher that matches the product.

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.

386 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.

Recommended action for call-center agents and onsite technicians 387

 e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. Check the Buffer sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Sensors > Stapler/Stacker finisher > Buffer
sensor.

Check that the sensor value changes during the test.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

388 Chapter 6 Numerical control panel messages

 b. Disconnect and reconnect both ends of the wire harness from the motor to the PCA (External -
CN6).

c. Replace the sensor as needed.

Part number - Buffer sensor: JC32-00020A

For instructions, see the Service Manual for this printer.

13.95.D3
Paper did not reach the booklet tamper sensor in the specified time limit.

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.

13.95.D3 389
 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.

390 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: 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.

Recommended action for call-center agents and onsite technicians 391

 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.

392 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. Check the paper path from the booklet entrance sensor (Callout 1) to the booklet tamper sensor
(Callout 2). 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.

4. Check the booklet tamper sensor.

Recommended action for call-center agents and onsite technicians 393

 a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Booklet finisher > Booklet tamper >
Booklet tamper sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN6).

d. Replace the sensor as needed.

Booklet tamper sensor part number: JC32-00020A

For instructions, see the Service Manual for this printer.

13.95.FF
Paper is detected at the booklet tamper sensor when the finisher is initializing.

Recommended action for customers

1. Check the booklet maker for jams or obstructions.

394 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 395

 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: 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.

396 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 397

 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.

398 Chapter 6 Numerical control panel messages

3. Check the paper path from the booklet entrance sensor (Callout 1) to the booklet tamper sensor
(Callout 2). 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.

4. Check the booklet tamper sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Booklet finisher > Booklet tamper >
Booklet tamper sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Booklet
- CN6).

Recommended action for call-center agents and onsite technicians 399

 d. Replace the sensor as needed.

Booklet tamper sensor part number: JC32-00020A

For instructions, see the Service Manual for this printer.

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.

400 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.

2. Turn the printer off, and then on.

Recommended action for customers 401

 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.

402 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.

Recommended action for call-center agents and onsite technicians 403

 g. Close all finisher covers.

2. Turn the printer off, and then on.

3. If the paper being used is not A4 or Letter, test with A4 or Letter. Feed long edge first as indicated
below. If a new error occurs, follow that error guide.

4. Check the paper path from the buffer sensor (Callout 1) to the booklet tamper sensor (Callout 2).
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: Make sure that the buffer sensor S13 is clear of any debris and moves freely.

404 Chapter 6 Numerical control panel messages

 5. Check the booklet entrance motor.

a. Run the diagnostic test for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Finisher > Booklet entrance
> Booklet entrance motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Booklet - CN5).

c. Retest the motor. If the test fails, replace the motor.

Booklet entrance motor part number: JC93-01152A

For instructions, see the Service Manual for this printer.

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

Use the following steps to help resolve the issue.

13.69.A2 or 13.98.D3 405

 IMPORTANT: If an incompatible external finisher is installed, error 13.92.FF may occur intermittently.
Be sure to install and use the finisher that matches the product.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

b. Open the inner jam cover.

406 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. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

Recommended action for customers 407

 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.

b. Open the inner jam cover.

408 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. Open the bridge cover.

f. Remove any jams or obstructions.

g. 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 409

 3. Check the paper path from the finisher main exit sensor (Callout 1) to the buffer sensor (Callout 2).
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.

4. Check the buffer sensor.

a. Run the diagnostic test for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Finisher > Buffer > Buffer sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (External
- CN6).

410 Chapter 6 Numerical control panel messages

 d. Replace the sensor as needed.

Buffer sensor part number: JC32-00020A

For instructions, see the Service Manual for this printer.

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 on removing and replacing booklet feed motor, see the Repair Service Manual
for this product.

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. Calibrate the scanner. Open these menus: Device Maintenance > Calibrate-Cleaning > Calibrate
Scanner.

2. Clean the scanner glass and glass strips.

20.* errors 411

 3. Perform the tests for scanner diagnostics. Open these menus: Administration > Troubleshooting >
Diagnostic Tests > Scanner Tests.

4. Upgrade the firmware.

For the latest firmware versions, go to HP FutureSmart - Latest Firmware Versions

5. Check all connections on the scanner control board and from the scanner control board to the
formatter and the DC controller or the engine control board. If all connections are good, replace the
scanner control board.

6. Replace the formatter.

7. If the error persists, replace the scanner assembly.

30.01.08
The flatbed scanner carriage failed to find the home position.

Recommended action for customers

1. Turn the printer off and then on.

2. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

b. Press the Copy or Scan button, then check whether error persists.

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

1. Turn the printer off and then on.

2. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

b. Press the Copy or Scan button, then check whether error persists.

3. If the error persists, dispatch an onsite technician with the following parts.

● Platen unit part number:

– E877 series - 3SJ32-60103

– E826, E786, E731 series - 3SJ11-60103

– E785, E731 series - 3SJ00-60103

Recommended action for onsite technicians

1. Turn the printer off and then on.

2. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

412 Chapter 6 Numerical control panel messages

 b. Press the Copy or Scan button, then check whether error persists.

3. Check the scan motor.

Figure 6-14 Scan motor location

a. Run the diagnostics test for the flatbed motor from the following menu (service pin: 03078622).

Support Tools > Service > Advanced Service > Advanced Diagnostic > Component tests >
Flatbed > Flatbed motor > Flatbed motor

Listen for normal operation motor sounds.

b. If the test fails, disconnect and reconnect both ends of the wire harnesses from the motor to
the scanner control board (SCB).

Figure 6-15 SCB PCA J5 (E877)

Figure 6-16 SCB PCA J10 (E826/E786/E731)

Recommended action for onsite technicians 413

 Figure 6-17 SCB PCA J4 (E785/E730)

c. If the test fails, disconnect and reconnect both ends of the wire harnesses from the formatter
to the Scanner Control Board (SCB).

Figure 6-18 SCB PCA J4 and J9 (E877)

Figure 6-19 SCB PCA J4 and J9 (E826/E786/E731)

Figure 6-20 SCB PCA J3 (E785/E730)

414 Chapter 6 Numerical control panel messages

 d. Figure 6-21 Formatter PCA J95 and J96 (E785/E730 J96 only)

4. If the error persists, replace the harnesses from the SCB to the formatter.

● Flat-flexible cable (SCB-formatter)

– Callout 1: E877, E826, E786, E731 series - 3SJ11-60011 (50pin)

Callout 2: E877, E826, E786, E731 series - 3SJ11-60012 (68pin)

Figure 6-22 FFCs SCB-formatter (E877/E826/E786/E731)

1 2

– E785, E730 series - 3SJ11-60013

Recommended action for onsite technicians 415

 Figure 6-23 FFC SCB-formatter (E785/E730)

5. If the error persists, replace the SCB PCA.

● E877 series - 3SJ32-60104 (PCA Tarot HS- SICB Base HS)

● E826, E786, E731 series - Y6V12-60035 (PCA Tarot- SICB Base HS)

● E785, E730 series - 3SJ00-60109 (PCA CIS- SICB Base PRO)

6. If the error persists, replace the image scanner assembly (SSA).

● E877 series - 3SJ32-60103

● E826, E786, E731 series - 3SJ11-60103

● E785, E731 series - 3SJ00-60103

30.01.41, 30.01.45, 30.01.57

Errors related to CPB or scanner communication.

● 30.01.41: CPB general error.

● 30.01.45: CPB assertion failure error.

● 30.01.57: Scan Device detects 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

1. Turn the printer off, and then on.

416 Chapter 6 Numerical control panel messages

 2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Remove the rear cover.

3. Check all connections on the formatter.

4. Reassemble the printer and turn it on.

5. If the error persists, upgrade the firmware to FutureSmart 5.6 or higher

6. 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 Retrieve Diagnostic Data.

e. Select Create Zipped debug information file.

f. Check Generate debug data.

g. Select Save to USB.

h. Select Save. (This process takes approximately 1 minute.)

NOTE: If the file size is smaller than 10 MB, then the correct log has not been captured.

30.01.44
Scanner communication error.

Recommended action for customers

1. Turn the printer off and then on again two times.

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 again two times.

2. If the error persists, dispatch an onsite technician to check the formatter connection (J67) and
LVPS connections (CN3, CN4).

● Formatter

Recommended action for onsite technicians 417

 ● LVPS

418 Chapter 6 Numerical control panel messages

 3. Check to make sure the ADF connector (FFC Cable) is connected to PCA correctly. Check to see if
the pin is deformed. If the connector is damaged, dispatch a technician to replace the ADF.

Recommended action for onsite technicians

Use the following steps to help resolve the issue.

1. Turn the printer off, and then on.

2. If the error persists, check connection J95 on formatter to ensure it is correctly seated.

IMPORTANT: Refer to the photos below to make sure that the flat-flexible cable (FFC) is correctly
inserted in the connector body.

Recommended action for onsite technicians 419

 Figure 6-24 FFC installed incorrectly, not fully seated.

420 Chapter 6 Numerical control panel messages

 Figure 6-25 FFC installed incorrectly, installed at angle.

3. Check the formatter connection (J67) and LVPS connections (CN3, CN4).

● Formatter

● LVPS

Recommended action for onsite technicians 421

 4. Check to make sure the ADF connector (FFC Cable) is connected to PCA correctly. Check to see if
the pin is deformed. If the connector is damaged, replace the ADF.

30.03.14
There was an error with the front-side scanner EEPROM (NVM).

Recommended action for customers

1. Turn the printer off and then on.

2. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

422 Chapter 6 Numerical control panel messages

 b. Press the Copy or Scan button, then check whether error persists.

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

1. Turn the printer off and then on.

2. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

b. Press the Copy or Scan button, then check whether error persists.

3. If the error persists, dispatch an onsite technician to check the interface cable.

Recommended action for onsite technicians

1. Turn the printer power off.

2. Remove the rear cover.

3. Check all interface connections on the formatter.

4. Replace the rear cover, and then turn the printer power on.

5. If the error persists, collect all diagnostic files and escalate the case to the GBU using your
Standard Support Process.

a. Insert a USB drive into the port on the front panel.

b. Open the following menus:

● Support Tools

● Troubleshooting

● Retrieve Diagnostic Data

c. Select Create Zipped debug information file.

d. Check Generate debug data.

e. Select Save to USB, and then select Save (this process takes about 1 minute).

30.03.22, 30.03.23, and 30.03.30

A scanner calibration failed.

● 30.03.22: Front-side illumination calibration failed

● 30.03.23, and 30.03.30: Flatbed alignment calibration failed

Recommended action for customers

1. Turn the printer off and then on.

Recommended action for call-center agents 423

 2. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

b. Press the Copy or Scan button, then check whether error persists.

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

1. Turn the printer off and then on.

2. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

b. Press the Copy or Scan button, then check whether error persists.

3. If the error persists, dispatch an onsite technician to check the interface cable.

Recommended action for onsite technicians

1. Turn the printer off and then on.

2. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

b. Press the Copy or Scan button, then check whether error persists.

3. Check the scan motor.

Figure 6-26 Scan motor location

a. Run the diagnostics test for the flatbed motor from the following menu (service pin: 03078622).

Support Tools > Service > Advanced Service > Advanced Diagnostic > Component tests >
Flatbed > Flatbed motor > Flatbed motor

Listen for normal operation motor sounds.

b. If the test fails, disconnect and reconnect both ends of the wire harnesses from the motor to
the scanner control board (SCB).

424 Chapter 6 Numerical control panel messages

 Figure 6-27 SCB PCA J5 (E877)

Figure 6-28 SCB PCA J10 (E826/E786/E731)

Figure 6-29 SCB PCA J4 (E785/E730)

c. If the test fails, disconnect and reconnect both ends of the wire harnesses from the formatter
to the Scanner Control Board (SCB).

Figure 6-30 SCB PCA J4 and J9 (E877)

Figure 6-31 SCB PCA J4 and J9 (E826/E786/E731)

Recommended action for onsite technicians 425

 Figure 6-32 SCB PCA J3 (E785/E730)

d. Figure 6-33 Formatter PCA J95 and J96 (E785/E730 J96 only)

4. If the error persists, replace the harnesses from the SCB to the formatter.

● Flat-flexible cable (SCB-formatter)

– Callout 1: E877, E826, E786, E731 series - 3SJ11-60011 (50pin)

Callout 2: E877, E826, E786, E731 series - 3SJ11-60012 (68pin)

Figure 6-34 FFCs SCB-formatter (E877/E826/E786/E731)

1 2

426 Chapter 6 Numerical control panel messages

 – E785, E730 series - 3SJ11-60013

Figure 6-35 FFC SCB-formatter (E785/E730)

5. If the error persists, replace the SCB PCA.

● E877 series - 3SJ32-60104 (PCA Tarot HS- SICB Base HS)

● E826, E786, E731 series - Y6V12-60035 (PCA Tarot- SICB Base HS)

● E785, E730 series - 3SJ00-60109 (PCA CIS- SICB Base PRO)

6. If the error persists, replace the image scanner assembly (SSA).

● E877 series - 3SJ32-60103

● E826, E786, E731 series - 3SJ11-60103

● E785, E731 series - 3SJ00-60103

30.05.01, 30.05.02, 30.05.03, 30.05.04 Error

Print quality diagnostics related error message.

When using a Stapler/Stacker finisher with PQ Diagnostics, Booklet finisher with PQ Diagnostics, or
Stacker with PQ Diagnostics, the error is displayed when there is an issue transmitting PQ Diagnostics
information to the device or parts related to PQ Diagnostics.

● 30.05.01: PQ Diagnostics general error.

● 30.05.02: PQ Diagnostics sensor calibration error.

● 30.05.03: PQ Diagnostics fan failure.

● 30.05.04: PQ Diagnostics internal communication error.

NOTE: 30.05.01 was first applied in FS25.6, and from FS25.7, 30.05.01 was divided into four errors,
30.05.01, 02, 03, and 04, depending on the root cause.

30.05.01, 30.05.02, 30.05.03, 30.05.04 Error 427

 NOTE: Since this error occurs as a “warning”, there is no problem to use the devices. However, Print
Quality Diagnostics feature will be disabled.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Reseat the USB connector for PQ Diagnostics and Finisher operation on the back of the printer.

NOTE: PQ Diagnostics must be connected to USB 2.0 port which is black color.

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 for call-center agents

Follow these troubleshooting steps in the order presented.

428 Chapter 6 Numerical control panel messages

 1. Turn the printer off, and then on.

2. Reseat the USB connector for PQ Diagnostics and Finisher operation on the back of the printer.

NOTE: PQ Diagnostics must be connected to USB 2.0 port which is black color

3. If issue persists, send technician to troubleshoot the issues and follow their recommended actions.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Check whether the two harnesses at the PQ Diagnostics bridge unit are correctly connected to the
printer and accessory.

Callout 1: Harness for communication to finisher or stacker.

Callout 2: USB cable for PQ Diagnostics communication.

Recommended action for onsite technicians 429

 a. Disconnect and reconnect the PQ Diagnostics to Stapler/Stacker, Booklet finisher or Stacker.

NOTE: PQ Diagnostics must be connected to USB 2.0 port which is black color

430 Chapter 6 Numerical control panel messages

 b. For Stacker with PQ Diagnostics disconnect and reconnect the following cables.

2. If the error persists, remove the bridge unit and check the PQ Diagnostics bridge unit internal
connections.

a. Remove the bridge unit.

For instructions on removing the bridge unit: LINK

b. Remove 4 screws.

Recommended action for onsite technicians 431

 c. Check Interconnection PCA area (Callout 1). Reset all the connectors at this PCA.

Callout 1: Interconnection PCA.

Callout 2: FFC for communication from Image sensor.
Callout 3: USB cable for communication between the PCAs.
Callout 4: PQ Diagnostics trigger sensor.

d. Check PQ Diagnostic PCA area (Callout 1). Reset all the connectors at this PCA.

Callout 1: PQ Diagnostics PCA.

Callout 2: Data to formatter.
Callout 3: Harness to PQ Diagnostics fan.
Callout 4: USB cable for communication between the PCAs.

432 Chapter 6 Numerical control panel messages

 3. If the error persists, replace the PQ Diagnostics bridge unit.

PQ Diagnostics bridge unit part number: 63C80-60109

For instructions:

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.

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.

31.01.47
The document feeder was not detected and might not be connected.

NOTE: The flatbed glass is still available for scanning.

Recommended action for customers

1. Turn the printer off and then on.

2. Attempt to copy or scan a doubled-sided original using the document feeder.

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

31.* errors 433

 Recommended action for call-center agents
1. Turn the printer off and then on.

2. Attempt to copy or scan a doubled-sided original using the document feeder.

3. If the error persists, dispatch an onsite technician to check Interface cable.

Recommended action for onsite technicians

1. Turn the printer off and then on.

2. Attempt to copy or scan a doubled sided original using the document feeder

3. Remove the rear cover.

4. Check all connections from the ADF to the scanner control board (SCB).

Figure 6-36 300sh-Flow ADF J1/J2

Figure 6-37 200sh-Flow ADF J10/J11

434 Chapter 6 Numerical control panel messages

 Figure 6-38 100sh-Flow ADF J1/J2

5. If the status shows disconnected, check for damaged cables and connectors while reseating the
flat-flexible cables (FFCs) between the ADF.

● ADF FFC to SSA (300sh) - Z9Y05-50002

● ADF flat-flexible cable (200sh) - 5QJ90-67009

● ADF Sensor FFC (100sh) - 5QJ83-67005

6. 3. If the error persists, replace the image scanner assembly (SSA).

IMPORTANT: For the 200sh ADF, make sure to select the correct model.

● ADF assembly 300sh - 5QJ90-61042

● ADF Whole Unit Kit 200sh ENT ( Growler A3+) - 5QJ90-67011

ADF Whole Unit Kit 2sh WF (Growler A3+)- 5QJ90-67012

● ADF Whole Unit Kit 1sh (Prowler A3+) - 5QJ83-67007

31.03.14
There was an error with the front-side scanner EEPROM (NVM).

Recommended action for customers

1. Turn the printer off and then on.

2. Attempt to copy or scan a page.

a. Place the test document on the ADF or flatbed scanner.

b. Press the Copy or Scan button, then check whether error persists.

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

1. Turn the printer off and then on.

31.03.14 435
 2. Attempt to copy or scan a doubled-sided original using the document feeder.

3. If the error persists, dispatch an onsite technician to check Interface cable.

Recommended action for onsite technicians

1. Turn the printer power off.

2. Remove the rear cover.

3. Check all interface connections on the formatter.

4. Replace the rear cover, and then turn the printer power on.

5. If the error persists, collect all diagnostic files and escalate the case to the GBU using your
Standard Support Process.

a. Insert a USB drive into the port on the front panel.

b. Open the following menus:

● Support Tools

● Troubleshooting

● Retrieve Diagnostic Data

c. Select Create Zipped debug information file.

d. Check Generate debug data.

e. Select Save to USB, and then select Save (this process takes about 1 minute).

31.03.20, 31.03.22, and 31.03.31

A scanner or ADF error has occurred.

● 31.03.20: The back-side scanner was not detected.

● 31.03.22: The back-side illumination calibration failed.

● 31.03.31: The document feeder motor stalled.

Recommended action for customers

1. Turn the printer off and then on.

2. Attempt to copy or scan a doubled-sided original using the document feeder.

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

1. Turn the printer off and then on.

2. Attempt to copy or scan a doubled-sided original using the document feeder.

3. If the error persists, dispatch an onsite technician to check Interface cable.

436 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians
1. Turn the printer off and then on.

2. Attempt to copy or scan a doubled sided original using the document feeder

3. Remove the rear cover.

4. Check all connections from the ADF to the scanner control board (SCB).

Figure 6-39 300sh-Flow ADF J1/J2

Figure 6-40 200sh-Flow ADF J10/J11

Recommended action for onsite technicians 437

 Figure 6-41 100sh-Flow ADF J1/J2

5. If the status shows disconnected, check for damaged cables and connectors while reseating the
flat-flexible cables (FFCs) between the ADF.

● ADF FFC to SSA (300sh) - Z9Y05-50002

● ADF flat-flexible cable (200sh) - 5QJ90-67009

● ADF Sensor FFC (100sh) - 5QJ83-67005

6. 3. If the error persists, replace the image scanner assembly (SSA).

IMPORTANT: For the 200sh ADF, make sure to select the correct model.

● ADF assembly 300sh - 5QJ90-61042

● ADF Whole Unit Kit 200sh ENT ( Growler A3+) - 5QJ90-67011

ADF Whole Unit Kit 2sh WF (Growler A3+)- 5QJ90-67012

● ADF Whole Unit Kit 1sh (Prowler A3+) - 5QJ83-67007

31.03.37
An ultra-sonic pick sensor error has occurred.

Recommended action for customers

1. Turn the printer off and then on.

2. Clean the ultra-sonic sensor.

NOTE: Use a clean lint-free cloth to clean the sensor.

438 Chapter 6 Numerical control panel messages

 Figure 6-42 Clean the ultra-sonic sensor

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 customers

1. Turn the printer off and then on.

2. Clean the ultra-sonic sensor.

NOTE: Use a clean lint-free cloth to clean the sensor.

Figure 6-43 Clean the ultra-sonic sensor

3. If the error persists, dispatch an onsite technician.

Recommended action for customers 439

 Recommended action for customers
1. Turn the printer off and then on.

2. Attempt to copy or scan a doubled sided original using the document feeder.

3. Clean the ultra-sonic sensor.

NOTE: Use a clean lint-free cloth to clean the sensor.

Figure 6-44 Clean the ultra-sonic sensor

4. At the control panel, open sensor test menu and test the sensor. Toggle the ADF pick success
sensor. A green dot or check mark appears next to ADF pick success sensor the senor is toggled.

5. If the senor cannot be toggled, replace the document feeder.

IMPORTANT: For the 200sh ADF, make sure to select the correct model.

● 300sh: 5QJ90-61042 (ADF assembly 300 sh)

● 200sh: 5QJ90-67011 (ADF Whole Unit Kit (ENT), Growler A3+)

200sh : 5QJ90-67012 (ADF Whole Unit Kit (WF), Growler A3+)

● 100sh : 5QJ83-67007 (ADF Whole Unit Kit, Prowler A3+)

31.13.00
Multipick jam in document feeder.

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.

440 Chapter 6 Numerical control panel messages

 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 that it 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.

d. Once multi-feed detection is selected, select the Off option.

NOTE: This will turn off the multi-feed detection for the current job only.

8. 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. 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.

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 that it 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 call-center agents 441

 d. Once multi-feed detection is selected, select the Off option.

NOTE: This will turn off the multi-feed detection for the current job only.

8. If ther error persists, dispatch an onsite technician.

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.

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. 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 that it 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.

442 Chapter 6 Numerical control panel messages

 d. Once multi-feed detection is selected, select the Off option.

NOTE: This will turn off the multi-feed detection for the current job only.

If the customer wishes to keep the multi-detection turned off, due to paper quality issues, this
can be saved as a default or a quick set for easier usage.

CAUTION: The document feeder will no longer detect whether multiple pages are fed, and
this can cause other jam errors and can cause missing pages in copy jobs.

31.13.01 (100-sheet ADF)

The paper did not reach the deskew sensor.

Recommended action for customers

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the 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

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

31.13.01 (100-sheet ADF) 443

 3. If the error persists, dispatch an onsite technician with the following parts.

ADF Roller Kit: 5QJ83-67002

ADF assembly: 5QJ83-67007

Recommended action for onsite technicians

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

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

444 Chapter 6 Numerical control panel messages

4. Make sure the paper is not stapled, wrinkled, punched, or ripped. This can cause malfunction to the
document feeder.

5. Check the pick-up roller, the forward roller, and the retard roller of the ADF for wear, damage, or
paper dust. Clean the rollers with a damp, lint free cloth.

6. Check the point where the paper leading edge stopped. Look for any foreign substance, a deformed
shape, or paper path obstructions.

Recommended action for onsite technicians 445

 7. Check the Top of Page sensor (Top of Form sensor).

a. Run the sensor diagnostic test for the sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Document Feeder > Top of Form sensor (TOF sensor).
Cover the sensor to see if the value changes.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (ADFp-
J4).

446 Chapter 6 Numerical control panel messages

 c. Replace the ADF assembly as needed.

ADF assembly part number: 5QJ83-67007

For instructions, see the Service Manual for this product.

31.13.01 (200-sheet Flow ADF, 200-sheet ADF)

The paper did not reach the deskew sensor.

Recommended action for customers

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

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

31.13.01 (200-sheet Flow ADF, 200-sheet ADF) 447

 4. Make sure the paper is not stapled, wrinkled, punched, or ripped. This can cause the document
feeder to malfunction.

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

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. Ensure that the document feeder width guides are set to the correct paper size being installed into
the document feeder. The arrow on the guide should line up exactly with the line connected to the

448 Chapter 6 Numerical control panel messages

 paper size designation. Ensure that the document feeder is not filled above the fill mark on the
document feeder.

4. Make sure the paper is not stapled, wrinkled, punched, or ripped. This can cause the document
feeder to malfunction.

5. If the error persists, dispatch an on-site technician with the following parts.

ADF Roller Kit: 5851-7202

ADF assembly: Check the ADF serial number

● 5QJ90-67011 (If ADF S/N Label is J1H98-60031)

● 5QJ90-67012 (If ADF S/N Label is J1H98-60032)

Figure 6-45 Example ADF Serial Number

Recommended action for call-center agents 449

 Recommended action for onsite technicians

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

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

4. Make sure the paper is not stapled, wrinkled, punched, or ripped. This can cause the document
feeder to malfunction.

5. Check the rollers.

450 Chapter 6 Numerical control panel messages

 ■ Check the pick-up roller, the forward roller, and the retard roller of the ADF for wear, damage, or
paper dust. Clean the rollers with a damp, lint free cloth.

6. Check the point where the paper leading edge stopped. Look for any foreign substance, a deformed
shape, or paper path obstructions.

Recommended action for onsite technicians 451

 7. Check the Feed Motor.

a. Run the diagnostic test for the motor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Document Feeder > ADF Feed Motor
Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (ADFg-J8).

452 Chapter 6 Numerical control panel messages

 c. Retest the motor. If the test fails, replace the ADF assembly.

ADF assembly: Check the ADF serial number

● 5QJ90-67011 (If ADF S/N Label is J1H98-60031)

● 5QJ90-67012 (If ADF S/N Label is J1H98-60032)

Figure 6-46 Example ADF Serial Number

For instructions: see the Service Manual for this printer.

8. Check the ADF Tray Lift Motor.

a. Run the diagnostic test for the motor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Document Feeder > ADF Tray Lift Motor

Recommended action for onsite technicians 453

 Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (ADFg-J1).

c. Retest the motor. If the test fails, replace the ADF assembly.

ADF assembly: Check the ADF serial number

● 5QJ90-67011 (If ADF S/N Label is J1H98-60031)

● 5QJ90-67012 (If ADF S/N Label is J1H98-60032)

Figure 6-47 Example ADF Serial Number

For instructions: see the Service Manual for this printer.

454 Chapter 6 Numerical control panel messages

9. Check the Deskew sensor.

a. Run the sensor diagnostic test for the sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Document Feeder > ADF paper path Deskew sensor
Cover the sensor to see if the value changes.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (ADFg-
J3).

Recommended action for onsite technicians 455

 c. Replace the ADF assembly as needed.

ADF assembly: Check the ADF serial number

● 5QJ90-67011 (If ADF S/N Label is J1H98-60031)

● 5QJ90-67012 (If ADF S/N Label is J1H98-60032)

Figure 6-48 Example ADF Serial Number

For instructions: see the Service Manual for this printer.

31.13.02 (200-sheet Flow ADF, 200-sheet ADF)

Jam inside the document feeder.

Recommended action for customers

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

456 Chapter 6 Numerical control panel messages

 3. Open the document feeder and remove any jammed paper or foreign substances.

4. Close the ADF and resume the job.

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

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

Recommended action for call-center agents 457

 3. Open the document feeder and remove any jammed paper or foreign substances.

4. Close the ADF and resume the job.

5. If the error persists, dispatch an onsite technician with the following part:

ADF assembly: Check the ADF serial number

● 5QJ90-67011 (If ADF S/N Label is J1H98-60031)

● 5QJ90-67012 (If ADF S/N Label is J1H98-60032)

Figure 6-49 Example ADF Serial Number

458 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. Open the document feeder and remove any jammed paper or foreign substances.

4. Close the ADF and resume the job.

5. Ensure that the document feeder width guides are set to the correct paper size being installed into
the document feeder. The arrow on the guide should line up exactly with the line connected to the

Recommended action for onsite technicians 459

 paper size designation. Ensure that the document feeder is not filled above the fill mark on the
document feeder.

6. Make sure the paper is not stapled, wrinkled, punched, or ripped. This can cause the document
feeder to malfunction.

7. Check the point where the paper leading edge stopped. Look for any foreign substance, a deformed
shape, or paper path obstructions.

460 Chapter 6 Numerical control panel messages

8. Check the Deskew Motor.

a. Run the diagnostic test for the motor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Document Feeder > ADF Deskew Motor
Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (ADFg-J9).

Recommended action for onsite technicians 461

 c. Retest the motor. If the test fails, replace the ADF assembly.

ADF assembly: Check the ADF serial number

● 5QJ90-67011 (If ADF S/N Label is J1H98-60031)

● 5QJ90-67012 (If ADF S/N Label is J1H98-60032)

Figure 6-50 Example ADF Serial Number

For instructions: see the Service Manual for this printer.

9. Check the Top of Form sensor (Top of page sensor).

a. Run the sensor diagnostic test for the sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Document Feeder > Top of Form sensor (ADF TOF sensor)
Cover the sensor to see if the value changes.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

462 Chapter 6 Numerical control panel messages

 b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (ADFg-
J2).

c. Replace the ADF assembly as needed.

ADF assembly: Check the ADF serial number

● 5QJ90-67011 (If ADF S/N Label is J1H98-60031)

● 5QJ90-67012 (If ADF S/N Label is J1H98-60032)

Figure 6-51 Example ADF Serial Number

For instructions: see the Service Manual for this printer.

31.13.13
Jam in document feeder.

When feeding the original, the top cover is open status.

Recommended action for customers

1. Open and then close the top cover 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, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

31.13.13 463
 Recommended action for call-center agents

1. Open and then close the top cover 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, dispatch an onsite technician.

Recommended action for onsite technicians

1. Open and then close the top cover 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. Turn off the power and check the sensor assembly status.

NOTE: Follow the instructions below to check the sensor's condition and to see if the sensor is
missing.

a. Valiant ADF: Remove the six screws. / Growler ADF: Remove the three screws.

464 Chapter 6 Numerical control panel messages

 b. Make sure there is no problem with the assembly of the sensor. In particular, make sure that
the sensor is not abnormally lifted.

31.13.14 (300-sheet Flow ADF)

Jam in document feeder.

There is a problem with ADF Retard motor.

Recommended action for customers

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

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

31.13.14 (300-sheet Flow ADF) 465

 Recommended action for call-center agents

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. Open the document feeder and remove any jammed paper or foreign substances.

4. Close the ADF and resume the job.

5. If the error persists, dispatch an onsite technician with the following part:

ADF assembly: 5QK08-67004

466 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. Open the document feeder and remove any jammed paper or foreign substances.

4. Ensure that the document feeder width guides are set to the correct paper size being installed into
the document feeder. The arrow on the guide should line up exactly with the line connected to the

Recommended action for onsite technicians 467

 paper size designation. Ensure that the document feeder is not filled above the fill mark on the
document feeder.

5. Make sure the paper is not stapled, wrinkled, punched, or ripped. This can cause the document
feeder to malfunction.

6. Check the point where the paper leading edge stopped. Look for any foreign substance, a deformed
shape, or paper path obstructions.

468 Chapter 6 Numerical control panel messages

7. Check the Retard Motor.

a. Run the diagnostic test for the motor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Document Feeder > Retard Motor
Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

Recommended action for onsite technicians 469

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (ADFv-J8).

c. Retest the motor. If the test fails, replace the ADF assembly.

Part number - ADF assembly: 5QK08-67004

For instructions: see the Service Manual for this printer.

31.13.14 (100-sheet ADF)

Jam in document feeder.

There is a problem with the ADF feed motor (Main Motor).

Recommended action for customers

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

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

470 Chapter 6 Numerical control panel messages

Recommended action for call-center agents

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. Open the document feeder and remove any jammed paper or foreign substances.

4. Close the ADF and resume the job.

5. If the error persists, dispatch an onsite technician with the following part:

ADF assembly: 5QJ83-67007

Recommended action for call-center agents 471

 Recommended action for onsite technicians

1. Open the document feeder (ADF) cover and remove any jammed paper or foreign substances.

2. Close the ADF cover and resume the job.

3. Open the document feeder and remove any jammed paper or foreign substances.

4. Ensure that the document feeder width guides are set to the correct paper size being installed into
the document feeder. The arrow on the guide should line up exactly with the line connected to the

472 Chapter 6 Numerical control panel messages

 paper size designation. Ensure that the document feeder is not filled above the fill mark on the
document feeder.

5. Make sure the paper is not stapled, wrinkled, punched, or ripped. This can cause malfunction to the
document feeder.

6. Check the point where the paper leading edge stopped. Look for any foreign substance, a deformed
shape, or paper path obstructions.

Recommended action for onsite technicians 473

 7. Check the ADF Feed Motor (Main Motor).

a. Run the diagnostic test for the motor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Document Feeder > ADF Feed Motor.
Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (ADFp-J8).

474 Chapter 6 Numerical control panel messages

 c. Retest the motor. If the test fails, replace the ADF assembly.

ADF assembly part number: 5QJ83-67007

For instructions, see the Service Manual for this printer.

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.

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.

32.* errors 475

 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.

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.

476 Chapter 6 Numerical control panel messages

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.

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.0D (event code) 477

 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).

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.

478 Chapter 6 Numerical control panel messages

 ■ 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

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.

32.1C.46 479
 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.

■ 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.

480 Chapter 6 Numerical control panel messages

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.

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.

Recommended action 481

 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.

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.

482 Chapter 6 Numerical control panel messages

 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)

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

33.01.xx 483
 board. If the original TPM cannot be reinstalled or has become damaged, DO NOT replace any parts.
Replace the 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

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off.

2. Reinstall the missing TPM module into the printer.

3. Check the connection (J11).

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.

484 Chapter 6 Numerical control panel messages

 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.

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, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

33.04.03 Unknown TPM 485

 Recommended action for 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.

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.

33.04.06 TPM Locked Out

The Trusted Platform Module (TPM) is locked out due to too many authentication failures.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

NOTE: The TPM is locked and may take a few minutes to recover.

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.

1. Turn the printer off, and then on.

NOTE: The TPM is locked and may take a few minutes to recover.

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

486 Chapter 6 Numerical control panel messages

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

1. Turn the printer off, and then on.

NOTE: The TPM is locked and may take a few minutes to recover.

2. If the error persists, contact the GBU.

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
1. For 33.05.01, 33.05.02, and 33.05.03: No action is necessary.

2. For all other errors: Download a firmware bundle to the printer from the Preboot menu.

Go to: HP FutureSmart - Latest Firmware Versions

NOTE: For more information on SureStart, go to: HP SureStart Whitelisting and Intrusion
Detection Troubleshooting Manual (Doc ID: 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.

Recommended action for onsite technicians 487

 ● 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.

HP Enterprise, HP Managed - Perform a Partial Clean or Format Disk to reset the printer

2. If the device does not reboot to Ready, download a firmware bundle to the device from the Preboot
menu.

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.

● 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
■ Turn the printer off, then on.

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.

488 Chapter 6 Numerical control panel messages

 NOTE: With firmware version 3.7, the following message is displayed when selecting Continue from
the Preboot menu after encountering a 33.05.2z or 33.05.5z error. This message should be ignored.

A disk or boot error has occurred. Clear Error. Press Any Key

For more information on SureStart, go to: HP SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual (Doc ID: c04863614).

33.06.03 Uninitialized supply chip on formatter

An alarm indicates that the supply chip on the formatter is not responding. This error occurs when
printer is booting. This error can occur when the initialization of the supply chip on the formatter fails
due to an unknown problem.

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 or onsite technicans

1. Turn the printer off, and then on.

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

33.08.0z SureStart errors for HP LaserJet Workflow Accelerator Card

A SureStart error has occurred.

The printer detected and recovered from a corrupted version of BIOS.

● 33.08.01 Boot code corrupt and recovered

● 33.08.02 Boot code corrupt and recovered

● 33.08.03 Boot code corrupt and recovered

Recommended action for customers, call-center agents, and onsite technicians

1. No action necessary.

2. The newly downloaded firmware failed to cryptographically validate the BIOS code.

33.08.06 Boot code corrupt

33.06.03 Uninitialized supply chip on formatter 489

 Recommended action for customers

■ Download a firmware bundle to the printer using the Preboot menu. Go to: HP FutureSmart - Latest
Firmware Versions.

NOTE: For more information on SureStart, go to: HP SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual (Doc ID: c04863614).

Recommended action for call-center agents

1. Download a firmware bundle to the printer using the Preboot menu. Go to: HP FutureSmart - Latest
Firmware Versions.
2. If the error persists, record this message and dispatch an onsite technician.

Recommended action for onsite technicians

■ Download a firmware bundle to the printer using the Preboot menu. Go to: HP FutureSmart - Latest
Firmware Versions.

NOTE: For more information on SureStart, go to: HP SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual (Doc ID: c04863614).

33.08.08 Upgrade corrupt

Recommended action for customers

This error only seen in event logs and indicates a user attempted to downgrade to non-SureStart
capable firmware from the Ready screen. Downgrade to non-SureStart firmware - only available from
the Preboot menu.

Recommended action for call-center agents

This error only seen in event logs and indicates a user attempted to downgrade to non-SureStart
capable firmware from the Ready screen.

1. Downgrade to non-SureStart firmware - only available from the Preboot menu.

2. If the error persists, record this message and dispatch an onsite technician.

Recommended action for onsite technicians

This error only seen in event logs and indicates a user attempted to downgrade to non-SureStart
capable firmware from the Ready screen.

■ Downgrade to non-SureStart firmware - only available from the Preboot menu.

33.08.1x Whitelisting errors for HP LaserJet Workflow Accelerator Card

An error occurred with a firmware file digital signature or an error with the certificate used to validate
the firmware file certificate

● 33.08.11 Code sign error

● 33.08.12 Code sign error

490 Chapter 6 Numerical control panel messages

Recommended action for customers

1. Perform a Partial Clean and reboot.

HP Enterprise, HP Managed - Perform a Partial Clean or Format Disk to reset the printer

2. If this issue recurs, contact administrator.

Recommended action for call-center agents

1. Perform a Partial Clean and reboot.

HP Enterprise, HP Managed - Perform a Partial Clean or Format Disk to reset the printer

2. If the error persists, record this message and dispatch an onsite technician.

Recommended action for onsite technicians

■ Perform a Partial Clean and reboot.

HP Enterprise, HP Managed - Perform a Partial Clean or Format Disk to reset the printer

33.08.19 Corrupt data in firmware volume

Recommended action for customers, call-center agents, and onsite technicians

1. Perform a Partial Clean and reboot.

HP Enterprise, HP Managed - Perform a Partial Clean or Format Disk to reset the printer
If this issue recurs, contact administrator.

2. If the device does not reboot to Ready, download a firmware bundle to the printer from the Preboot
menu. 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)

33.08.6x Intrusion detection errors

The intrusion detection system has encountered an error.

● 33.08.60 Potential memory intrusion detected

● 33.08.61 Potential malicious code detected

● 33.08.62 Potential system register intrusion detected

● 33.08.63 Intrusion detection not initialized

● 33.08.64 Intrusion detection initialization error

● 33.08.73 Potential memory intrusion detected

● 33.08.74 System resource error

Recommended action for customers 491

 Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, contact administrator.

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, record this message and dispatch an onsite technician.

Recommended action for onsite technicians

■ Turn the printer off, and then on. This may be resolved by turning the device off and then on.

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.

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.

492 Chapter 6 Numerical control panel messages

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.

Recommended action
See recommended action.

■ No action necessary.

40.00.03 EIO [x] buffer overflow To continue, touch “OK” 493

 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.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.

494 Chapter 6 Numerical control panel messages

 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

■ If the error persists, dispatch an onsite technician.

Recommended action for 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: JC90-01853A

Tray 3 part number: 5QK09-60121

Recommended action for call-center agents 495

 Tray 4 part number: 5QJ98-61009
Tray 5 part number: 5QJ98-61007

4. Check if the failing tray sensor fingers are damaged or seated correctly. Reseat or replace the
sensor assembly as needed.

Part number: JC93-01408A

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: 03078622 .

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. Run one of the following tests for the failing tray.

● 102–0041, Transfer Assembly Paper Size Read (Tray 2 paper size detection).

496 Chapter 6 Numerical control panel messages

 ● 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: JC93-01408A

41.03.01
Tray 1 detected paper is longer or shorter than expected.

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 or you have any further issues, 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

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the Feed 1 sensor.

a. Clean the sensor using a lint-free cloth.

b. Run the diagnostic test for the Feed 1 sensor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Feed > Feed 1 Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

41.03.01 497
 d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).

e. Replace the sensor as needed.

Part number: 0604-001381

For instructions, see the Service Manual for this printer.

41.03.02
Tray 2 detected paper is longer or shorter than expected.

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 or you have any further issues, 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

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the Feed 1 sensor.

498 Chapter 6 Numerical control panel messages

a. Clean the sensor using a lint-free cloth.

b. Run the diagnostic test for the Feed 1 sensor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Feed > Feed 1 Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

c. Cover the sensor to check the reading value changes.

d. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J70).

e. Replace the sensor as needed.

Part number: 0604-001381

For instructions, see the Service Manual for this printer.

Recommended action for onsite technicians 499

 3. Check the Tray 2 paper size sensor.

a. Diagnose the Tray 2 paper size sensor.

i. Run the diagnostic test for the sensor from the following menu:

Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Tray >
Tray 2 > Paper Size Sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Main-
J67).

c. Replace the sensor as needed.

Part number:

● Tray 2 paper size sensor: JC93-00018B

500 Chapter 6 Numerical control panel messages

 ● Or Tray 2 pickup assembly: JC93-01728A (Upper assembly)

For instructions, see the Service Manual for this printer.

41.03.03
Tray 3 detected paper is longer or shorter than expected.

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 or you have any further issues, 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

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the Feed 2 sensor.

a. Clean the sensor using a lint-free cloth.

b. Diagnose the Feed 2 sensor.

i. Run the diagnostic test for the Feed 2 sensor from the following menu: Support Tools >
Service > Advanced Service > Advanced Diagnostics > Sensors > Paper Path > Feed >
Feed 2 Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Cover the sensor to check the reading value changes.

41.03.03 501
 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J71).

d. Replace the sensor as needed.

Sensor part number: 0604-001490

3. Check the Tray 3 paper size sensor.

a. Diagnose the Tray 3 paper size sensor.

i. Run the diagnostic test for the sensor from the following menu:

Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors > Tray >
Tray 3 > Paper Size Sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

502 Chapter 6 Numerical control panel messages

 b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (Main-
J67).

c. Replace the sensor as needed.

Part number:

● Tray 3 paper size sensor: JC93-00018B

● Or Tray 3 pickup assembly: JC93-01729A (Upper assembly)

For instructions, see the Service Manual for this printer.

41.03.04 (DCF)
Tray 4 (DCF) detected paper is longer or shorter than expected.

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

1. Turn the printer off, and then on.

41.03.04 (DCF) 503

 2. Check the Tray 4 paper size sensor.

a. Diagnose the Tray 4 paper size sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 4 > Paper Size Sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (DCF-
CN802).

c. Replace the sensor as needed.

Part number:

● Tray 4 paper size sensor: JC93-01408A

● Or Tray 4 pickup assembly: 8GR90-60007 (Upper assembly)

For instructions, see the Service Manual for this printer.

41.03.05(DCF)
Tray 5 detected paper is longer or shorter than expected.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

504 Chapter 6 Numerical control panel messages

 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

1. Turn the printer off, and then on.

2. Check the Tray 5 paper size sensor.

a. Diagnose the Tray 5 paper size sensor.

i. Run the diagnostic test for the sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 5 > Paper Size Sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (DCF-
CN802).

c. Replace the sensor as needed.

Part number:

● Tray 5 paper size sensor: JC93-00018B

● Or Tray 5 pickup assembly: 8GR90-60007 (Upper assembly)

For instructions, see the Service Manual for this printer.

Recommended action for call-center agents 505

 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.

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.

42.11.08 Invalid Flex Build

If the Installed Flex Build configuration is invalid while bios booting, a UI Message will be displayed in
BISO Booting Screen.

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.

506 Chapter 6 Numerical control panel messages

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

1. Check if Flex Build configuration (Control Panel, ISA, Mass Storge) is valid. If not, install valid Control
Panel, ISA, and Mass Storge.

2. Turn the printer off, and then on.

42.11.09 Invalid Storage

If the Installed Storage is invalid while bios booting, a UI Message will be displayed in BISO Booting
Screen.

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

1. Check if installed storage is valid. If not, install valid storage.

2. Turn the printer off, and then on.

42.11.10 Invalid ISA

If the Installed ISA is invalid while bios booting, a UI Message will be displayed in BISO Booting Screen.

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 507

 Recommended action for onsite technicians

1. Check if installed ISA is valid. If not, install valid ISA.

2. Turn the printer off, and then on.

42.11.11 Invalid CP
If the Installed CP is invalid while bios booting, a UI Message will be displayed in BISO Booting Screen.

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

1. Check if installed CP is valid. If not, install valid CP.

2. Turn the printer off, and then on.

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.

508 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.

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.

4. Verify if there is an attachment limit on the email.

44.01.xx Error Event log message 509

 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.

510 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.) 511

 ● 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.

512 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 513

 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.

514 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.

44.34.04 Fax Modem2 Failure

A Fax Modem2 Failure error has occurred. [Dual Fax] when the second fax modem is not installed (or
installed but has bad modem/bad connection) on the dual fax supported device at the booting time, the
device will make a warning log for the second fax modem.

Recommended action
1. If you have installed the second fax modem, check the connection. And turn the printer off, and then
on.

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

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.

44.16.0F Error Event log message (Multifunction product only.) 515

 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.

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 from the formatter failed.

This error occurs while trying to access the Support Tools > Service > Service Functions 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 agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists while trying to enter the Service Functions 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 is not damaged and is
correctly seated.

c. Reseat the internal LAN cable on the formatter.

3. If the error persists, gather the Event Log and diagnostic JDP files at printer and elevate the case
using the Standard Support Process.

516 Chapter 6 Numerical control panel messages

45.00.1C
Operation Time Out

There is an issue with the communication connection from formatter 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 refer 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 agents

1. Turn the printer off, and then on.

2. If the error persists, send a technician to check the connection status and gather materials to
investigate further.

Recommended action for onsite technicians

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 is not damaged and is
correctly seated.

c. Reseat the internal LAN cable on the formatter.

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 on the formatter is disconnected.

This error occurs while trying to access the Support Tools > Service > Service Functions menu.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

45.00.1C 517
 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 while trying to enter the Service Functions 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 is not damaged and is
correctly seated.

c. Reseat the internal LAN cable on the formatter.

3. If the error persists, gather the Event Log and diagnostic JDP files at printer and elevate the case
using the Standard Support Process.

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.

5. If the error persists, 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 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.

518 Chapter 6 Numerical control panel messages

 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, search for the following topic in WISE and use the troubleshooting flowcharts:
HP LaserJet FutureSmart Devices - 49 Error Troubleshooting (Persistent and Intermittent)
(c03122817).

46.24.00
Engine speed successfully configured via Late Point Differentiation (cloud).

Engine speed configured via cloud information.

Recommended action
See recommended action.

■ No action necessary.

46.24.01
Engine speed successfully configured via Late Point Differentiation (USB).

Engine speed configured via USB information.

Recommended action
See recommended action.

■ No action necessary.

46.24.03 Invalid Configuration (Finisher and Engine speed)

If the engine is upgraded to a higher speed than the installed finisher, and then the finisher is installed,
there should be a warining on the UI indicating that full speed is not possible.

The installed finisher's speed is lower than the engine's full speed. so, the engine's speed is downgraded.

Recommended action
■ Contact the administrator.

47.WX.YZ error messages

47.* errors
Errors in the 47.* family indicate an internal error has occurred.

46.24.00 519
 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.

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 errors
Image transformer internal error.

520 Chapter 6 Numerical control panel messages

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) - .

47.02.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.

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) - .

47.03.xx
Print job internal error.

Recommended action for customers 521

 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) - .

47.04.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.

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) - .

47.05.xx
Print spooler framework internal error.

522 Chapter 6 Numerical control panel messages

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.

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.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

Recommended action for customers 523

 ● 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

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. If the error persists over multiple power cycles, then do the following.

3. If the error persists, reload the firmware.

524 Chapter 6 Numerical control panel messages

 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

1. Turn the printer off, and then on.

2. Upgrade the firmware.

3. 3. If the error persists, 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 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, search for the following topic in WISE and use the troubleshooting flowcharts:
HP LaserJet FutureSmart Devices - 49 Error Troubleshooting (Persistent and Intermittent)
(c03122817).

NOTE: 48.wx.yz are similar to 49.wx.yz errors and use the same troubleshooting steps and
procedures.

48.0D.01 Remote Image Disk error

The hard disk drive on the formatter has experienced an error.

Recommended action
1. Turn the printer off, and then on.

2. Disconnect and reconnect both ends of the cable harness from the formatter to the hard disk
drive.

3. If the error persists, replace the hard disk drive.

Part number: 933853-010

For instructions on removing and replacing hard disk drive, see the Repair Service Manual for this
product.

48.* errors 525

 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.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

526 Chapter 6 Numerical control panel messages

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.

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

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, search for the following topic in WISE and use the troubleshooting flowcharts:
HP LaserJet FutureSmart Devices - 49 Error Troubleshooting (Persistent and Intermittent)
(c03122817).

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.

Recommended action for customers 527

 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.

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 action for customers

1. Turn the printer off.

2. Open the right door. Remove any jammed paper found.

3. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

4. If the error persists, 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

1. Turn the printer off.

528 Chapter 6 Numerical control panel messages

 2. Open the right door. Remove any jammed paper found.

3. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

4. If the error persists, send a technician to replace the part below:

● 100V fuser part number: 5PN50-67001

● 110V fuser part number: 5PN61-67001

● 220V fuser part number: 5PN62-67001

Recommended actions 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 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.

● 100V fuser part number: 5PN50-67001

● 110V fuser part number: 5PN61-67001

● 220V fuser part number: 5PN62-67001

For instructions, see the Service Manual for this printer.

Recommended actions for onsite technicians 529

 5. If the problem persists, replace the fuser unit.

● 100V fuser part number: 5PN50-67001

● 110V fuser part number: 5PN61-67001

● 220V fuser part number: 5PN62-67001

For instructions, see the Service Manual for this printer.

6. If the problem persists, replace the fuser drive board (FDB), or the LVPS Type-5, or the formatter as
needed.

Fuser drive board 110V part number: JC44-00210F

Fuser drive board 220V part number: JC44-00211F
Formatter part number: 6CF14-67005
For instructions, see the Service Manual for this printer.

NOTE: The formatter 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 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

1. Turn the printer off, and then on.

2. If the error persists, send a technician to replace the part below.

● 100V fuser part number: 5PN50-67001

● 110V fuser part number: 5PN61-67001

● 220V fuser part number: 5PN62-67001

530 Chapter 6 Numerical control panel messages

Recommended actions for onsite technicians

1. Turn the printer off, and then on.

2. Check the fuser gap home sensor.

■ Diagnose the fuser gap home sensor.

i. Run the diagnostic test for the sensor from the following menu:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensor >
Fuser > Fuser Gap Home Sensor

NOTE: To learn the service mode pin number, see the Printer Service Information section
of this CPMD.

ii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J69).

iii. Replace the sensor as needed.

Part number:

Fuser gap home sensor: TBD

Recommended actions for onsite technicians 531

 100V fuser (upper part): 5PN50-67001

110V fuser (upper part): 5PN61-67001

220V fuser (upper part): 5PN62-67001

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 fuser error of the side thermistors temperature slope occurred.

● 50.FF.06 Temperature of the center thermistor is higher than the maximum allowable temperature.

● 50.FF.07 Temperature of the side 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 side of the fuser changed suddenly (abnormal ADC).

● 50.FF.0B The temperature control of the fuser is abnormal.

● 50.FF.0C The temperature control of the fuser is abnormal.

● 50.FF.0D The temperature measured in the thermistor remains less than the minimum temperature
permitted during printing.

● 50.FF.0E The temperature measured in the thermistor remains less than the minimum temperature
permitted during printing.

● 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.

● 50.FF.12 The printer detected that the temperature of the fuser is higher than the permitted limit.

● 50.FF.13 The printer detected that the temperature of the fuser is higher than the permitted limit.

Recommended action for customers

1. Turn the printer off.

532 Chapter 6 Numerical control panel messages

 2. Open the right door. Remove any jammed paper found.

3. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

4. If the error persists, 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

1. Turn the printer off.

2. Open the right door. Remove any jammed paper found.

3. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.

4. If the error persists, send a technician to replace the part below:

● 100V fuser part number: 5PN50-67001

● 110V fuser part number: 5PN61-67001

Recommended action for call-center agents 533

 ● 220V fuser part number: 5PN62-67001

Recommended actions 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 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.

● 100V fuser part number: 5PN50-67001

● 110V fuser part number: 5PN61-67001

● 220V fuser part number: 5PN62-67001

For instructions, see the Service Manual for this printer.

7. If the problem persists, replace the fuser unit.

● 100V fuser part number: 5PN50-67001

● 110V fuser part number: 5PN61-67001

● 220V fuser part number: 5PN62-67001

For instructions, see the Service Manual for this printer.

8. If the problem persists, replace the fuser drive board (FDB), or the LVPS Type-5, or the formatter as
needed.

Fuser drive board 110V part number: JC44-00210F

Fuser drive board 220V part number: JC44-00211F

534 Chapter 6 Numerical control panel messages

 LVPS Type-5 110V part number: 5QJ90-60014
LVPS Type-5 220V part number: 5QJ90-60015
Formatter part number: 6CF14-67005
For instructions, see the Repair Service Manual for this printer.

NOTE: The formatter 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.

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. Make sure the printer is running the most current version of firmware. 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 actions 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.

54.* errors 535

 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.

54.14.00
The ACR sensor calibration error occurred in the set. This error occurs every time that you try to use the
printer.

The calibration value of the ACR sensor is abnormal. Printing is possible, but the print quality may
deteriorate.

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

1. Turn the printer off, and then on.

2. Execute the Auto Color Registration (ACR) operation.

Path: Support Tools > Maintenance > Calibration/Cleaning > Advanced Calibration Support > Auto
Color Registration
Then press the Start button.

3. If the error persists, dispatch an onsite technician.

Recommended actions for onsite technicians

1. Turn the printer off, and then on.

2. Execute the Auto Color Registration (ACR) operation from the following menu:

Path: Support Tools > Maintenance > Calibration/Cleaning > Advanced Calibration Support > Auto
Color Registration
Then press the Start button.

3. Check ID sensors.

a. Clean ID sensors.

i. Disassemble the ITB unit.

ii. Clean the CPR sensor using a lint-free cloth.

536 Chapter 6 Numerical control panel messages

 iii. Execute the function of “CTD sensor cleaning”.

Path: Support Tools > Maintenance > Calibration/Cleaning > Advanced Diagnostics >
Advanced Calibration Support > CTD sensor Cleaning

iv. Power off and on, and retest for checking the status.

b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J19).

c. Replace the sensor as needed.

Front, Center, Rear ID Sensor: JC32-00014A

CPR unit: 5QJ83-60108 (Upper part)
For instructions, see the Service Manual for this printer.

54.DD.01, 54.DD.02, 54.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.

● 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 an open circuit.

54.DD.01, 54.DD.02, 54.DD.03 and 54.DD.04 errors 537

 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, check the fuser.

a. Run the fuser temperature test.

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03078622.

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

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 formatter.

Part number: 6CF14-67003

For instructions on removing and replacing the formatter, see the Repair Service Manual for
this product.

e. If the temperature test is abnormal, turn the printer off and remove the fuser.

f. 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 50KΩ ~ 65KΩ (@ 25 °C) for pins 5 and 6 and 280KΩ ~ 500KΩ (@ 25 °C)
for all others. If the measurement is not in this range, replace the fuser.

● 100V fuser part number: 5PN50-67001

● 110V fuser part number: 5PN61-67001

538 Chapter 6 Numerical control panel messages

 ● 220V fuser part number: 5PN62-67001

For instructions on removing and replacing fuser, see the Repair Service Manual for this
product.

g. If the resistance measures OK, replace the formatter.

Part number: 6CF14-67003

For instructions on removing and replacing the formatter, see the Repair Service Manual for
this product.

54.DD.05, 54.DD.06 and 54.DD.07 error

The fuser 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 inner temperature sensor is less than the minimum value permitted.

● 54.DD.07 The output of the inner temperature sensor is more than the maximum value permitted.

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. Check the fuser.

a. Turn the printer off.

b. Open the right side cover.

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.

● 100V fuser part number: 5PN50-67001

54.DD.05, 54.DD.06 and 54.DD.07 error 539

 ● 110V fuser part number: 5PN61-67001

● 220V fuser part number: 5PN62-67001

For instructions on removing and replacing fuser, see the Repair Service Manual for this
product.

3. If the error persists, replace the formatter.

Part number: 6CF14-67003

For instructions on removing and replacing the formatter, see the Repair Service Manual for this
product.

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.

● 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

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 with outer temperature sensor for the error
reported.

Part number:
Outer temperature sensor: 5QJ90-40002

Recommended action for onsite technicians

1. Turn the printer off, and then on.

540 Chapter 6 Numerical control panel messages

 2. Replace the outer temperature/humidity unit.

Outer temperature/humidity unit: 5QJ90-40002

For instructions on removing and replacing outer temperature/humidity unit, see the Repair Service
Manual for this product.

54.DD.0E Wrap jam sensor calibration error

The wrap jam sensor calibration error occurred in the fusing unit. This error occurs every time that you
try to use the printer. The media is stuck in fusing unit. The belt is broken or contaminated. The wrap jam
sensor is malfunction.

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.

2. If the error persists, dispatch an onsite technician with the fuser that corresponds to the error
reported.

Recommended actions for onsite technicians

1. Check if the fuser wrap jam sensor is properly mounted on the holder.

2. Check if the harness is properly mounted into the sensor.

3. If the error persists, replace the fuser.

NOTE: If the error persists after replacing the fuser, the problem is most likely caused by
something other than a faulty fuser.

Remove and then reinstall the harness between the fuser and formatter. Make sure that the
connections are correctly and fully seated.

If the harness appears damaged, replace it.

54.DD.0E Wrap jam sensor calibration error 541

 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.

57.WX.YZ error messages

57.* errors
Errors in the 57.* family indicate a problem with a fan.

Recommended action for customers

1. See this support document: HP LaserJet Enterprise, HP PageWide Enterprise - A "57.00.xx Error"
message displays on the printer control panel. (c04588847)

2. If the error persists, 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 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.

542 Chapter 6 Numerical control panel messages

 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 errors

LVPS (SMPS) fan 1 error.

57.00.01 The LVPS (SMPS) fan 1 was not activated, but the printer indicates that it is operating.

57.00.02 The LVPS (SMPS) fan 1 was activated, but it did not start, or it stops after a certain amount of
time.

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. Check if there is abnormal fan noise. If there is abnormal fan noise, send technician to check and
replace SMPS fan1.

LVPS and FDB fan assembly part number: JC93-01786A

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the LVPS fan.

a. Diagnose the LVPS fan.

57.00.01, 57.00.02 errors 543

 i. Run the diagnostics for the fan from the following menu.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
> Fan > LVPS Fan

And check the fan sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the fan to
the PCA (J67).

b. Retest the fan. If the test fails, replace the fan.

LVPS and FDB fan assembly part number: JC93-01786A

For instructions on removing and replacing LVPS and FDB fan assembly, see the Repair
Service Manual for this product.

57.00.03, 57.00.04 errors

Duplex Fan (Right door fan) error.

● 57.00.03 The duplex fan was not activated, but the printer indicates that it is operating.

● 57.00.04 The duplex fan operates, but it stops after a certain amount of time.

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.

544 Chapter 6 Numerical control panel messages

Recommended actions for call-center agents

1. Turn the printer off, and then on.

2. Check if there is abnormal fan noise. If there is abnormal fan noise, send a technician to check and
replace duplex fan.

Duplex fan part number: JC31-00160C

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the duplex fan (F3).

a. Diagnose the duplex fan.

i. Run the diagnostics for the fan from the following menu.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
> Fan > Duplex Fan 1, 2

And check the fan sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the fan to
the PCA (J88).

Recommended actions for call-center agents 545

 b. Retest the fan. If the test fails, replace the fan.

Duplex fan part number: JC31-00160C

For instructions, see the Service Manual for this printer.

57.00.13, 57.00.14 errors

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 it did not start or stops after a certain amount of time.

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. Check if there is abnormal fan noise. If there is abnormal fan noise, send technician to check and
replace the fuser fan.

Fuser fan part number:5QJ90-40125

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the fuser fan.

546 Chapter 6 Numerical control panel messages

 a. Diagnose the fuser fan.

i. Run the diagnostics for the fan.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Fan > Fuser Fan

And check the fan sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the fan to
the PCA (J10).

b. Retest the fan. If the test fails, replace the fan.

Fuser fan part number: 5QJ90-40125

For instructions, see the Service Manual for this printer.

57.00.17, 57.00.18 errors

Developer fan error.

57.00.17, 57.00.18 errors 547

 ● 57.00.17 The developer fan was not activated, but the printer indicates that it is operating.

● 57.00.18 The developer fan starts, but it stops after a certain amount of time.

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

1. Turn the printer off, and then on.

2. Check the fan sound. If there is abnormal fan noise, send technician to check and replace
developer fan.

Developer fan part number: 5QJ90-40126

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the developer fan.

a. Diagnose the developer fan.

i. Run the diagnostics for the fan from the following menu.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Fan > Developer Fan

And check the fan sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the fan to
the PCA (J67).

548 Chapter 6 Numerical control panel messages

 b. Retest the fan. If the test fails, replace the fan.

Developer fan part number: 5QJ90-40126

For instructions, see the Service Manual for this printer.

57.00.28, 57.00.29 errors

Drum fan error.

● 57.00.28 The drum fan was not activated, but the printer indicates that it is operating.

● 57.00.29 The drum fan operates, but it stops after a certain amount of time.

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

1. Turn the printer off, and then on.

2. Check if there is abnormal fan noise. If there is abnormal fan noise, send technician to check and
replace drum fan.

Drum fan part number: JC31-00160C

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the drum fan.

57.00.28, 57.00.29 errors 549

 a. Diagnose the drum fan.

i. Run the diagnostics for the fan from the following menu.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Fan > Drum Fan (OPC Fan)

And check the fan sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the fan to
the PCA (J88).

b. Retest the fan. If the test fails, replace the fan.

Drum fan part number: JC31-00160C

For instructions, see the Service Manual for this printer.

550 Chapter 6 Numerical control panel messages

57.00.30, 57.00.31 OPC fan errors
OPC fan error.

● 57.00.30 The OPC fan was not activated, but the printer indicates that it is operating.

● 57.00.31 The OPC fan starts, but it stops after a certain amount of time.

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

1. Turn the printer off, and then on.

2. Check if there is abnormal fan noise. If there is abnormal fan noise, send technician to check and
replace OPC fan.

OPC fan part number: JC31-00160C

3. If there is not abnormal fan noise, send technician with service items below.

Fuser Fan part number: 5QJ90-40125

SMPS board part number: 5QJ90-60014 (110V), 5QJ90-60015 (220V)

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.

2. Check if the fan is operating correctly.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03078622.

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. Run test 100-0075, OPC Fan Run.

c. If OPC fan does not work, open left cover and check OPC fan.

57.00.30, 57.00.31 OPC fan errors 551

 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: JC31-00160C

For instructions, see the Repair Service Manual for this printer.

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: 5QJ90-60014 (110V), 5QJ90-60015 (220V)

For instructions, see the Repair Service Manual for this printer.

4. If the fan operation is normal, but the error persists, check the yellow line signal with digital volt
meter (3.3V).

5. 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 formatter.

Part number: 6CF14-67003

For instructions, see the Repair Service Manual for this printer.

c. If the signal value is not 0V when fan is running, replace the fan.

Part number: JC31-00160C

For instructions, see the Repair Service Manual for this printer.

57.10.01 error
There is an error with the CPU fan.

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

1. Turn the printer off.

552 Chapter 6 Numerical control panel messages

 2. Unplug the connector and then plug it in again (J12).

3. If the error persists, replace the Main PCA (Formatter).

● Main PCA (Formatter) part number: 6CF14-67003

NOTE: If the problem is with the CPU fan, HP does not recommended replacing the fan alone due
to quality issues related to the part's nature.

Therefore, the fan is not provided as a service part. HP recommends replacing the Main PCA
(Formatter) instead.

For instructions: see the Service Manual.

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.

59.* errors 553

 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

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. Check the feed/MP motor.

a. Open the side cover.

b. Check if there is any foreign substance or paper around feed/MP unit preventing the rollers
from turning. If there is any foreign substance or paper, remove it.

c. Close the side cover and check for recovery.

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.

2. Check the registration/MP motor.

a. Open the side cover.

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 printer.

c. Open the following menus:

● Support Tools

554 Chapter 6 Numerical control panel messages

 ● Service

NOTE: The service PIN for this printer is: 03078622.

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

d. Run test 100-0410, Registration Motor.

e. If the test fails, check if the wire harness on the drive assembly and formatter are connected
correctly (Connector 21).

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

Recommended action for onsite technicians 555

 h. If the power is abnormal, check the 24V to chassis ground on the formatter from the LVPS type
5 (Connector 17).

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): 5QJ90-60014

Part number (220V): 5QJ90-60015
For instructions, see the Repair Service Manual for this printer.

k. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace
the formatter.

Part number: 6CF14-67003

For instructions, see the Repair Service Manual for this printer.

3. Check the motor signal 3.3V from the formatter.

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.

b. If the voltage is ~0V continually, check the wiring harness.

556 Chapter 6 Numerical control panel messages

 c. If the harness is OK, replace the formatter.

Part number: 6CF14-67003

For instructions, see the Repair Service Manual for this printer.

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

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 customer is unable to clear the error, escalate the case for further support.

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.

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.

● 100V fuser part number: 5PN50-67001

● 110V fuser part number: 5PN61-67001

● 220V fuser part number: 5PN62-67001

For instructions, see the Repair Service Manual for this printer.

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: JC93-01678A

59.00.30, 59.00.40 Motor error 557

 For instructions, see the Repair Service Manual for this printer.

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: 03078622.

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. Run test 109-0030, Fuser Motor Forward. If the motor functions correctly, skip to checking the
signal voltage on the formatter.

c. If the test fails, check if the wire harness on the drive assembly and formatter are connected
correctly (Connector 15).

d. Test the 24V motor power on pins 1 and 2 of the motor connection (24V ± 5%).

558 Chapter 6 Numerical control panel messages

 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 formatter from the LVPS type
5 (Connector 17).

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): 5QJ90-60014

Part number (220V): 5QJ90-60015
For instructions, see the Repair Service Manual for this printer.

i. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace
the formatter.

Part number: 6CF14-67003

For instructions, see the Repair Service Manual for this printer.

4. Check the motor signal 3.3V from the formatter.

Recommended action for onsite technicians 559

 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.

b. If the voltage is ~0V continually, check the wiring harness.

c. If the harness is OK, replace the formatter.

Part number: 6CF14-67003

For instructions, see the Repair Service Manual for this printer.

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

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 customer is unable to clear the error, escalate the case for further support.

560 Chapter 6 Numerical control panel messages

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.

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: JC93-01378A

For instructions, see the Repair Service Manual for this printer.

4. Check the ITB motor.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03078622.

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. Run test 100-0044, OPC Motor K.

c. If the test fails, check if the wire harness on the drive assembly and Connector 21 on the
formatter are connected correctly.

Recommended action for onsite technicians 561

 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 on the formatter to chassis ground. Measure the
voltage on Connector 17 of the formatter from the LVPS type 5.

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): 5QJ90-60014

Part number (220V): 5QJ90-60015
For instructions, see the Repair Service Manual for this printer.

i. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace
the formatter.

Part number: 6CF14-67003

For instructions, see the Repair Service Manual for this printer.

5. Check the motor signal 3.3V from the formatter.

562 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.

b. If the voltage is ~0V continually, check the wiring harness.

c. If the harness is OK, replace the formatter.

Part number: 6CF14-67003

For instructions, see the Repair Service Manual for this printer.

d. If the value is normal, replace the motor.

Part number: JC31-00123G

59.1X.B0 Supply motor abnormal rotation

The toner supply motor operates, but the toner is not supplied. The toner supply motor is operating. The
copy, print, and fax services are unavailable.

● 57.10.B0 Black supply motor abnormal rotation.

● 59.11.B0 Cyan supply motor abnormal rotation.

● 59.12.B0 Magenta supply motor abnormal rotation.

● 59.13.B0 Yellow supply motor abnormal rotation.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the toner cartridge initial seal. Shake and reinstall the toner.

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

1. Guide the toner cartridge initial seal. Shake and reinstall the toner.

2. If the customer is unable to clear the error, escalate the case for further support.

59.1X.B0 Supply motor abnormal rotation 563

 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. Check the connecting of supply motor harness. Reconnect the harness.

2. If the supply motor does not run without the toner cartridge, then replace the motor or the drive
board.

Part number: SS216-80501

3. If the same error occurs continuously, then replace the toner cartridge.

59.1X.C0 Supply motor error

The toner supply motor operates, but the toner is not supplied. The toner supply motor is operating. The
copy, print, and fax services are unavailable.

● 59.10.C0 Black supply motor error.

● 59.11.C0 Cyan supply motor error.

● 59.12.C0 Magenta supply motor error.

● 59.13.C0 Yellow supply motor error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the toner cartridge initial seal. Shake and reinstall the toner.

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

1. Guide the toner cartridge initial seal. Shake and reinstall the toner.

2. If the customer is unable to clear the error, escalate the case for further support.

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. Check the connecting of supply motor harness. Reconnect the harness.

2. If the supply motor does not run without the toner cartridge, then replace the motor or the drive
board.

Part number: SS216-80501

3. If the same error occurs continuously, then replace the toner cartridge.

564 Chapter 6 Numerical control panel messages

59.2X.D0 Developer motor abnormal rotation
The developer motor was activated, but it stops after a certain amount of time. The printer is a mono
model. The developer motor operates for a certain amount of time.

● 59.20.D0 Black developer motor abnormal rotation.

● 59.21.D0 Cyan developer motor abnormal rotation.

● 59.22.D0 Magenta developer motor abnormal rotation.

● 59.23.D0 Yellow developer motor abnormal rotation.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off. Check the OPC and developer unit, and remove any jammed paper or foreign
substance found. Then turn the printer on.

2. If the same error occurs, turn the printer off, and then on.

3. If the error persists or you have any further issues, contact your HP-authorized service or support
provider, or contact customer support at http://www.hp.com/go/contactHP.

Recommended actions for call-center agents

1. Turn the printer off. Check the OPC and developer unit, and remove any jammed paper or foreign
substance found. Then turn the printer on.

2. If the same error occurs, turn the printer off, and then on.

3. If the problem persists, dispatch an onsite technician.

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. Check the OPC and developer unit, and remove any jammed paper or foreign
substance found. Then turn the printer on.

2. Check the motor harness connection. If there is paper or a foreign substance, remove it and
reconnect the motor harness.

3. Turn off the printer, remove and reinstall the OPC and development unit, and then turn the printer
on.

4. If the same error occurs, run the OPC motor without the OPC and development unit and check the
following:

a. If the motor operates and the same error does not occur, then replace the OPC or
development unit.

b. If the motor operates and the same error occur, then replace the related circuit.

59.2X.D0 Developer motor abnormal rotation 565

 c. If the motor does not run, then replace the motor or the related circuit.

Part number: JC31-00123B

59.2X.E0 Developer motor error

The developer motor was not activated, but the printer indicates that it is operating.

The developer motor was not activated, but the printer indicates that it is operating. The printer indicates
that the developer motor is operating when the motor has stopped. The copy, print, and fax services are
unavailable.

● 59.20.E0 Black developer motor abnormal rotation.

● 59.21.E0 Cyan developer motor abnormal rotation.

● 59.22.E0 Magenta developer motor abnormal rotation.

● 59.23.E0 Yellow developer motor abnormal rotation.

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 customer is unable to clear the error, escalate the case for further support.

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.

2. Check if the developer motor is operating.

3. If the same error occurs, replace the related circuit.

4. If the error persists, replace the motor.

Part number: JC31-00123B

NOTE: The copy, print, and fax services are unavailable when the error occurs.

59.00.F0
ITB engage motor error.

566 Chapter 6 Numerical control panel messages

 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

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

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the unit for the error reported.

ITB part number: 5PN64-67001

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the ITB engage motor.

a. Diagnose the ITB engage motor from the following menu.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Transfer > ITB Engage Motor
And check the motor sound.

NOTE: The service PIN for this printer is: 03078622.

Recommended action for customers 567

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (J70).

c. Retest the motor. If the test fails, replace the motor.

ITB engage motor part number: JC93-00452A

For instructions, see the Repair Service Manual for this printer.

3. Check the ITB engage sensor.

a. Diagnose the ITB engage sensor from the following menu.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Transfer > ITB Engage Sensor

NOTE: The service PIN for this printer is: 03078622.

b. Replace the sensor as needed.

ITB unit part number: 5QJ90-60146 (Upper Part)

568 Chapter 6 Numerical control panel messages

 For instructions, see the Repair Service Manual for this printer.

59.05.50, 59.05.60
The black drum motor is operating, but the printer indicates that it is stopped.

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

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the unit for the error reported.

Drum motor part number: JC31-00123G

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Unplug Main J76, and then plug it in again to the formatter.

3. Check the drum motor.

a. Remove the drum unit.

i. Open the front cover.

ii. Pull out the waste toner duct.

iii. Pull out the drum unit.

59.05.50, 59.05.60 569

 b. Diagnose the drum motor from the following menu.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Drum > Black Drum Motor
And check the motor sound.

NOTE: The service PIN for this printer is: 03078622.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Black: J70).

d. Retest the motor. If the test fails, replace the motor.

Drum motor part number: JC31-00123G

For instructions, see the Repair Service Manual for this printer.

570 Chapter 6 Numerical control panel messages

 4. If the error persists, replace the drum unit.

Black drum part number: W9074-67001

For instructions, see the Repair Service Manual for this printer.

59.06.50, 59.06.60
The cyan drum motor is operating, but the printer indicates that it is stopped.

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

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the unit for the error reported.

Drum motor part number: JC31-00123G

Recommended action for onsite technicians

1. Turn the printer off, and then on.

59.06.50, 59.06.60 571

 2. Unplug Main J76, and then plug it in again to the formatter.

3. Check the drum motor.

a. Remove the drum unit.

i. Open the front cover.

ii. Pull out the waste toner duct.

iii. Pull out the drum unit.

b. Diagnose the drum motor from the following menu.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Drum > Cyan Drum Motor
And check the motor sound.

NOTE: The service PIN for this printer is: 03078622.

572 Chapter 6 Numerical control panel messages

 c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Cyan: J76).

d. Retest the motor. If the test fails, replace the motor.

Drum motor part number: JC31-00123G

For instructions, see the Repair Service Manual for this printer.

4. If the error persists, replace the drum unit.

Cyan drum part number: W9075-67001

For instructions, see the Repair Service Manual for this printer.

59.07.50, 59.07.60
The magenta drum motor is operating, but the printer indicates that it is stopped.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

59.07.50, 59.07.60 573

 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

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the unit for the error reported.

Drum motor part number: JC31-00123G

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Unplug Main J76, and then plug it in again to the formatter.

3. Check the drum motor.

a. Remove the drum unit.

i. Open the front cover.

ii. Pull out the waste toner duct.

iii. Pull out the drum unit.

574 Chapter 6 Numerical control panel messages

b. Diagnose the drum motor from the following menu.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Drum > Magenta Drum Motor
And check the motor sound.

NOTE: The service PIN for this printer is: 03078622.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Magenta: J76).

d. Retest the motor. If the test fails, replace the motor.

Drum motor part number: JC31-00123G

For instructions, see the Repair Service Manual for this printer.

Recommended action for onsite technicians 575

 4. If the error persists, replace the drum unit.

Magenta drum part number: W9075-67001

For instructions, see the Repair Service Manual for this printer.

59.08.50, 59.08.60
The yellow drum motor is operating, but the printer indicates that it is stopped.

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

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the unit for the error reported.

Drum motor part number: JC31-00123G

Recommended action for onsite technicians

1. Turn the printer off, and then on.

576 Chapter 6 Numerical control panel messages

2. Unplug Main J76, and then plug it in again to the formatter.

3. Check the drum motor.

a. Remove the drum unit.

i. Open the front cover.

ii. Pull out the waste toner duct.

iii. Pull out the drum unit.

b. Diagnose the drum motor from the following menu.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Drum > Yellow Drum Motor
And check the motor sound.

NOTE: The service PIN for this printer is: 03078622.

Recommended action for onsite technicians 577

 c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (Yellow: J76).

d. Retest the motor. If the test fails, replace the motor.

Drum motor part number: JC31-00123G

For instructions, see the Repair Service Manual for this printer.

4. If the error persists, replace the drum unit.

Yellow drum part number: W9075-67001

For instructions, see the Repair Service Manual for this printer.

59.09.00 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

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

578 Chapter 6 Numerical control panel messages

 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

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the CPR shutter motor.

a. Diagnose the CPR shutter motor from the following menu.

Path: Support Tools > Maintenance > Calibration/Cleaning > Advanced Calibration Support >
CPR shutter Motor
And check the motor sound.

NOTE: The service PIN for this printer is: 03078622.

Recommended actions for call-center agents 579

 b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (J5).

c. Retest the motor. If the test fails, replace the motor.

CPR shutter motor part number: JC31-00078A

CPR unit part number: 5QJ83-60108 (Upper Part)
For instructions, see the Repair Service Manual for this printer.

3. Check the CPR sensor.

a. Clean the CPR sensor.

i. Disassemble the ITB unit and the ITB cleaning unit.

ii. Clean the CPR sensor using a lint-free cloth.

iii. Execute the function of CTD (CPR) sensor cleaning.

Path: Support Tools > Maintenance > Calibration/Cleaning > Advanced Calibration
Support > CTD sensor Cleaning

iv. Turn the printer off, and then on. Retest for checking the status.

580 Chapter 6 Numerical control panel messages

 b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J19).

c. Replace the sensor as needed.

CPR unit part number: 5QJ83-60108

For instructions, see the Repair Service Manual for this printer.

59.10.B0, 59.10.C0
The black toner dispense motor operates, but the toner is not supplied.

The copy, print, and fax services are unavailable.

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 with the toner cartridge for the error reported.

Part number: W9140-67005 SVC-HP LJ Blk Mngd Toner Crtg Std Yield

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the toner dispense motor.

a. Pull out the toner cartridge from the printer.

i. Open the front cover.

59.10.B0, 59.10.C0 581

 ii. Pull out the waste toner duct.

iii. Select the Eject button on the control panel. Log in to Administrator Access Code or
Service Access Code.

iv. Eject the cartridge.

v. Pull out the cartridge.

582 Chapter 6 Numerical control panel messages

b. Diagnose the toner dispense motor.

i. Run the diagnostic test for the motor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Component Tests > Toner > Black Toner
Dispense Motor.

Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this document.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Main-J86).

iii. Retest the motor. If the test fails, replace the motor.

Toner dispense motor part number: SS216-80501

For instructions, see the Service Manual for this product.

Recommended action for onsite technicians 583

 3. Check the toner cartridge.

a. Check the toner cartridge initial seal. If it is attached, remove it.

b. Check the load of the cartridge. Rotate the gear of the cartridge.

c. Check the emptiness of the cartridge by shaking it.

d. If there are any problems in the cartridge, replace it.

Part number: W9160-67006 SVC-HP LJ Blk Mngd Toner Crtg Std Yield

59.11.B0, 59.11.C0
The cyan toner dispense motor operates, but the toner is not supplied.

The copy, print, and fax services are unavailable.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

584 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 agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the toner cartridge for the error reported.

Part number: W9141-67006 SVC-HP LJ Cyn Mngd Toner Crtg Std Yield

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the toner dispense motor.

a. Pull out the toner cartridge from the printer.

i. Open the front cover.

ii. Pull out the waste toner duct.

iii. Select the Eject button on the control panel. Log in to Administrator Access Code or
Service Access Code.

iv. Eject the cartridge.

Recommended action for call-center agents 585

 v. Pull out the cartridge.

b. Diagnose the toner dispense motor.

i. Run the diagnostic test for the motor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Component Tests > Toner > Cyan Toner
Dispense Motor.

Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this document.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Main-J86).

586 Chapter 6 Numerical control panel messages

 iii. Retest the motor. If the test fails, replace the motor.

Toner dispense motor part number: SS216-80501

For instructions, see the Service Manual for this product.

3. Check the toner cartridge.

a. Check the toner cartridge initial seal. If it is attached, remove it.

b. Check the load of the cartridge. Rotate the gear of the cartridge.

Recommended action for onsite technicians 587

 c. Check the emptiness of the cartridge by shaking it.

d. If there are any problems in the cartridge, replace it.

Part number: W9141-67006 SVC-HP LJ Cyn Mngd Toner Crtg Std Yield

59.12.B0, 59.12.C0
The magenta toner dispense motor operates, but the toner is not supplied.

The copy, print, and fax services are unavailable.

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 with the toner cartridge for the error reported.

Part number: W9143-67005 SVC-HP LJ Mgn Mngd Toner Crtg Std Yield

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the toner dispense motor.

a. Pull out the toner cartridge from the printer.

i. Open the front cover.

ii. Pull out the waste toner duct.

588 Chapter 6 Numerical control panel messages

iii. Select the Eject button on the control panel. Log in to Administrator Access Code or
Service Access Code.

iv. Eject the cartridge.

v. Pull out the cartridge.

Recommended action for onsite technicians 589

 b. Diagnose the toner dispense motor.

i. Run the diagnostic test for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Toner > Magenta Toner
Dispense Motor.

Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this document.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Main-J86).

iii. Retest the motor. If the test fails, replace the motor.

Toner dispense motor part number: SS216-80501

For instructions, see the Service Manual for this product.

590 Chapter 6 Numerical control panel messages

 3. Check the toner cartridge.

a. Check the load of the cartridge. Rotate the gear of the cartridge.

b. Check the emptiness of the cartridge by shaking it.

c. If there are any problems in the cartridge, replace it.

Part number: W9143-67005 SVC-HP LJ Mgn Mngd Toner Crtg Std Yield

59.13.B0, 59.13.C0
The yellow toner dispense motor operates, but the toner is not supplied.

The copy, print, and fax services are unavailable.

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 with the toner cartridge for the error reported.

Part number: W9142-67005 SVC-HP LJ Ylw Mngd Toner Crtg Std Yield

59.13.B0, 59.13.C0 591

 Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the toner dispense motor.

a. Pull out the toner cartridge from the printer.

i. Open the front cover.

ii. Pull out the waste toner duct.

iii. Select the Eject button on the control panel. Log in to Administrator Access Code or
Service Access Code.

iv. Eject the cartridge.

v. Pull out the cartridge.

592 Chapter 6 Numerical control panel messages

b. Diagnose the toner dispense motor.

i. Run the diagnostic test for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Toner > Magenta Toner
Dispense Motor.

Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this document.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Main-J86).

Recommended action for onsite technicians 593

 iii. Retest the motor. If the test fails, replace the motor.

Toner dispense motor part number: SS216-80501

For instructions, see the Service Manual for this product.

3. Check the toner cartridge.

a. Check the load of the cartridge. Rotate the gear of the cartridge.

b. Check the emptiness of the cartridge by shaking it.

c. If there are any problems in the cartridge, replace it.

Part number: W9142-67005 SVC-HP LJ Ylw Mngd Toner Crtg Std Yield

594 Chapter 6 Numerical control panel messages

59.20.D0, 59.20.E0
The black developer motor was activated, but it stops after a certain amount of time.

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 with the developer unit for the error reported.

Part number: 5PN57-67001

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the developer motor.

a. Remove the developer unit.

i. Open the front cover.

ii. Pull out the waste toner duct.

iii. Pull out the developer unit.

59.20.D0, 59.20.E0 595

 b. Diagnose the developer motor.

i. Run the diagnostic test for the motor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Component Tests > Developer > Black
Developer Motor.

Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this document.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J74).

596 Chapter 6 Numerical control panel messages

 iii. Retest the motor. If the test fails, replace the motor.

Developer motor part number: JC31-00123B

For instructions, see the Service Manual for this product.

3. Check the developer unit.

a. Disconnect and reconnect both ends of the wire harness from the developer unit to the PCA
(Main-J77).

Recommended action for onsite technicians 597

 b. Replace the developer unit.

Part number: 5PN57-67001

For instructions, see the Service Manual for this product.

59.21.D0, 59.21.E0
The cyan developer motor was activated, but it stops after a certain amount of time.

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 with the developer unit for the error reported.

Part number: 5PN60-67001

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the developer motor.

a. Remove the developer unit.

i. Open the front cover.

ii. Pull out the waste toner duct.

598 Chapter 6 Numerical control panel messages

 iii. Pull out the developer unit.

b. Diagnose the developer motor.

i. Run the diagnostic test for the motor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Component Tests > Developer > Cyan
Developer Motor.

Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this document.

Recommended action for onsite technicians 599

 ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J76).

iii. Retest the motor. If the test fails, replace the motor.

Developer motor part number: JC31-00123B

For instructions, see the Service Manual for this product.

3. Check the developer unit.

a. Disconnect and reconnect both ends of the wire harness from the developer unit to the PCA
(Main-J77).

600 Chapter 6 Numerical control panel messages

 b. Replace the developer unit.

Part number: 5PN60-67001

For instructions, see the Service Manual for this product.

59.22.D0, 59.22.E0
The magenta developer motor was activated, but it stops after a certain amount of time.

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 with the developer unit for the error reported.

Part number: 5PN59-67001

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the developer motor.

a. Remove the developer unit.

i. Open the front cover.

ii. Pull out the waste toner duct.

59.22.D0, 59.22.E0 601

 iii. Pull out the developer unit.

b. Diagnose the developer motor.

i. Run the diagnostic test for the motor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Component Tests > Developer > Magenta
Developer Motor.

Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this document.

602 Chapter 6 Numerical control panel messages

 ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J76).

iii. Retest the motor. If the test fails, replace the motor.

Developer motor part number: JC31-00123B

For instructions, see the Service Manual for this product.

3. Check the developer unit.

a. Disconnect and reconnect both ends of the wire harness from the developer unit to the PCA
(Main-J77).

Recommended action for onsite technicians 603

 b. Replace the developer unit.

Part number: 5PN59-67001

For instructions, see the Service Manual for this product.

59.23.D0, 59.23.E0
The yellow developer motor was activated, but it stops after a certain amount of time.

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 with the developer unit for the error reported.

Part number: 5PN58-67001

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the developer motor.

a. Remove the developer unit.

i. Open the front cover.

ii. Pull out the waste toner duct.

604 Chapter 6 Numerical control panel messages

 iii. Pull out the developer unit.

b. Diagnose the developer motor.

i. Run the diagnostic test for the motor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Component Tests > Developer > Yellow
Developer Motor.

Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this document.

Recommended action for onsite technicians 605

 ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J76).

iii. Retest the motor. If the test fails, replace the motor.

Developer motor part number: JC31-00123B

For instructions, see the Service Manual for this product.

3. Check the developer unit.

a. Disconnect and reconnect both ends of the wire harness from the developer unit to the PCA
(Main-J77).

606 Chapter 6 Numerical control panel messages

 b. Replace the developer unit.

Part number: 5PN58-67001

For instructions, see the 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.

60.00.02 or 60.01.02 607

 Recommended action for customers

1. 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.

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

1. 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.

608 Chapter 6 Numerical control panel messages

 2. Turn the printer off, and then on.

3. If the error persists, send a technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

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.

Recommended action for onsite technicians 609

 3. Check the tray lift mechanism.

a. Remove tray and examine the lift gear mechanism on the rear of the tray.

b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.

Tray 2 part number: 5QJ90-60111

4. Check the Tray 2 pickup motor.

a. Diagnose the Tray 2 pickup motor.

610 Chapter 6 Numerical control panel messages

 i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 2 > Tray 2 Pickup Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J71).

b. Retest the motor. If the test fails, replace the motor.

Tray 2 pickup motor: 5QJ90-64002

For instructions on removing and replacing Tray 2 pickup motor, see the Repair Service
Manual for this product.

5. Check the Tray 2 stack height sensor.

a. Diagnose the stack height sensor.

i. Run the diagnostic test for the sensor:

Recommended action for onsite technicians 611

 Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 2 > Tray 2 Stack Height Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(J71).

b. Replace the sensor as needed.

Part number:
Tray 2 stack height sensor: 0604-001393
Or Tray 2 pickup assembly: JC93-01728A (Upper assembly)
For Tray 2 stack height sensor or pickup assembly instructions, 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.

612 Chapter 6 Numerical control panel messages

Recommended action for customers

1. 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.

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

1. 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.

Recommended action for customers 613

 2. Turn the printer off, and then on.

3. If the error persists, send a technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

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.

614 Chapter 6 Numerical control panel messages

3. Check the tray lift mechanism.

a. Remove tray and examine the lift gear mechanism on the rear of the tray.

b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.

Tray 3 part number: 5QJ90-60119

4. Check the Tray 3 pickup motor.

a. Diagnose the Tray 3 pickup motor.

Recommended action for onsite technicians 615

 i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 3 > Tray 3 Pickup Motor.

And check the motor sound.

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J71).

b. Retest the motor. If the test fails, replace the motor.

Tray 3 pickup motor: JC93-01083A

For instructions on removing and replacing Tray 3 pickup motor, see the Repair Service
Manual for this product.

5. Check the Tray 3 stack height sensor.

a. Diagnose the Tray 3 stack height sensor.

i. Run the diagnostic test for the sensor:

616 Chapter 6 Numerical control panel messages

 Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 3 > Tray 3 Stack Height Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(J71).

b. Replace the sensor as needed.

Tray 3 stack height sensor: 0604-001393

Or Tray 3 pickup assembly: JC93-01729A (Upper assembly)
For Tray 3 stack height sensor or pickup assembly instructions, see the Repair Service Manual
for this product.

60.00.04 or 60.01.04 (DCF)

Indicates tray 4 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.

60.00.04 or 60.01.04 (DCF) 617

 Recommended action for customers

1. 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.

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

1. 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.

2. Turn the printer off, and then on.

3. If the error persists, send a technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

618 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 and examine the lift gear mechanism on the rear of the tray.

b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.

DCF Tray 4 part number: 5QJ98-61009

4. Check the Tray 4 pickup motor.

a. Diagnose the Tray 4 pickup motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 4 > Tray 4 Pickup Motor.

Recommended action for onsite technicians 619

 And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (DCF-CN601).

b. Retest the motor. If the test fails, replace the motor.

Tray 4 pickup motor: 5QJ90-64002

For instructions on removing and replacing Tray 4 pickup motor, see the Repair Service
Manual for this product.

5. Check the Tray 4 stack height sensor.

a. Diagnose the Tray 4 stack height sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 4 > Tray 4 Stack Height Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(DCF-CN502).

620 Chapter 6 Numerical control panel messages

 b. Replace the sensor as needed.

Tray 4 stack height sensor: 0604-001393

Or Tray 4 pickup assembly: 8GR90-60007 (Upper assembly)
For Tray 4 stack height sensor or pickup assembly instructions, see the Repair Service Manual
for this product.

60.00.04 or 60.01.04 (HCI)

Indicates tray 4 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. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray (Letter or A4). 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.

2. Turn the printer off, and then on.

3. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

60.00.04 or 60.01.04 (HCI) 621

 Recommended action for call-center agents

1. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray (Letter or A4). 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.

2. Turn the printer off, and then on.

3. If the error persists, send a technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray (Letter or A4). 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.

622 Chapter 6 Numerical control panel messages

 a. Remove tray and examine the lift gear mechanism on the rear of the tray.

b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.

HCI Tray 4 part number: 5QJ98-61012

For instructions on removing and replacing Tray 4 HCI, see the Repair Service Manual for this
product.

4. Check the Tray 4 lift motor (HCI).

a. Diagnose the Tray 4 lift motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 4 > Tray 4 Pickup Motor - Lift.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (HCI-CN902).

Recommended action for onsite technicians 623

 b. Retest the motor. If the test fails, replace the motor.

Tray 4 lift motor: JC31-00109A

5. Check the Tray 4 knockup home sensor.

a. Diagnose the Tray 4 knockup home sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 4 > Tray 4 Knockup Home Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Cover the sensor to check the reading value changes. (Move the shift plate).

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(HCIsub-CN3).

624 Chapter 6 Numerical control panel messages

 b. Replace the sensor as needed.

HCI Gate solenoid home sensor: 0604-001393

6. Lift the Tray 4 shift plate home sensor.

a. Diagnose the Tray 4 shift plate home sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 4 > Tray 4 Shift Plate Home Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Cover the sensor to check the reading value changes. (Move the shift plate).

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(HCIsub-CN2).

Recommended action for onsite technicians 625

 b. Replace the sensor as needed.

HCI Gate solenoid home sensor: 0604-001393

7. Check the Tray 4 stack height sensor (HCI).

a. Diagnose the Tray 4 stack height sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 4 > Tray 4 Stack Height Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(HCI-CN502).

626 Chapter 6 Numerical control panel messages

 b. Replace the sensor as needed.

Tray 4 stack height sensor part number: 0604-001393

For Tray 4 stack height sensor instructions, see the Repair Service Manual for this product.

60.00.05 or 60.01.05 (DCF)

Indicates tray 5 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. 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.

2. Turn the printer off, and then on.

60.00.05 or 60.01.05 (DCF) 627

 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

1. 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.

2. Turn the printer off, and then on.

3. If the error persists, send a technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

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.

628 Chapter 6 Numerical control panel messages

 a. Remove tray and examine the lift gear mechanism on the rear of the tray.

b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.

DCF Tray 5 part number: 5QJ98-61007

4. Check the Tray 5 pickup motor.

a. Diagnose the Tray 5 pickup motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 5 > Tray 5 Pickup Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (DCF-CN801).

Recommended action for onsite technicians 629

 b. Retest the motor. If the test fails, replace the motor.

Tray 5 pickup motor part number: 5QJ90-64002

For instructions on removing and replacing Tray 5 pickup motor, see the Repair Service
Manual for this product.

5. Check the Tray 5 stack height sensor.

a. Diagnose the Tray 5 stack height sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 5 > Tray 5 Stack Height Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(DCF-CN501).

630 Chapter 6 Numerical control panel messages

 b. Replace the sensor as needed.

Tray 5 stack height sensor: 0604-001393

Or Tray 5 pickup assembly: 8GR90-60007 (Upper assembly)
For Tray 5 stack height sensor or pickup assembly instructions, see the Repair Service Manual
for this product.

60.02.02, 60.02.03, 60.03.02, 60.03.03, 60.02.05, 60.03.05

The Tray 4 shift sensor or shift motor is in a faulty or abnormal state.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open Tray 4 HCI and remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the error persists or you have any further issues, contact your HP-authorized service or support
provider, or contact customer support at http://www.hp.com/go/contactHP.

60.02.02, 60.02.03, 60.03.02, 60.03.03, 60.02.05, 60.03.05 631

 Recommended action for call-center agents

1. Open Tray 4 HCI and remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the error persists, send a technician.

Recommended action for onsite technicians

1. Open Tray 4 HCI and remove any jammed paper found.

2. Turn the printer off, and then on.

632 Chapter 6 Numerical control panel messages

3. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray (Letter or A4). 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 paper shift motor.

a. Diagnose the Tray 4 shift motor (M201).

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 4 > Tray 4 Shift Motor.

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (HCI-CN902).

Recommended action for onsite technicians 633

 b. Retest the motor. If the test fails, replace the motor.

Tray 4 shift motor part number: JC31-00125A

For Tray 4 shift motor instructions, see the Repair Service Manual for this product.

60.03.04
The Tray 4 gate sensor or gate solenoid is in a faulty or abnormal state.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open Tray 4 HCI and remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the error persists or you have any further issues, contact your HP-authorized service or support
provider, or contact customer support at http://www.hp.com/go/contactHP.

634 Chapter 6 Numerical control panel messages

Recommended action for call-center agents

1. Open Tray 4 HCI and remove any jammed paper found.

2. Turn the printer off, and then on.

3. If the error persists, send a technician.

Recommended action for onsite technicians

1. Open Tray 4 HCI and remove any jammed paper found.

2. Turn the printer off, and then on.

3. Check the Tray 4 gate solenoid home sensor.

a. Diagnose the Tray 4 gate solenoid home sensor.

i. Run the diagnostics for the solenoid:

Recommended action for call-center agents 635

 Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Tray > Tray 4 > Tray 4 Gate Solenoid Home Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the
solenoid to the PCA (HCIsub-CN4).

b. Replace the sensor as needed.

Tray 4 gate solenoid home sensor: 0604-001393

For instructions, see the Repair Service Manual for this product.

4. Check the Tray 4 shift gate solenoid.

636 Chapter 6 Numerical control panel messages

a. Diagnose the Tray 4 shift gate solenoid.

i. Run the diagnostics for the solenoid:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Tray > Tray 4 > Tray 4 Shift Gate Solenoid.

And check the solenoid sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the
solenoid to the PCA (HCIsub-CN6).

Recommended action for onsite technicians 637

 b. Retest the solenoid. If the test fails, replace the solenoid.

Tray 4 shift gate solenoid: JC33-00031B

For instructions on removing and replacing Tray 4 shift gate solenoid, 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

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for 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 persists, turn the printer off and remove the back covers.

4. Reseat the RJ45 LAN cable on the Formatter.

5. Reseat the HDMI cable on the formatter.

6. Check to ensure the internal RJ45 connection on the formatter is not damaged and is correctly
seated.

7. Reseat the internal LAN cable on the formatter.

8. If the error persists, gather the Event Log and diagnostic JDP files at printer and elevate the case
using the Standard Support Process.

61.00.01
A hardware-related failure has been detected by the engine.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

638 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 agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for 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 persists, turn the printer off and remove the back covers.

4. Reseat the RJ45 LAN cable on the Formatter.

5. Reseat the HDMI cable on the formatter.

6. Check to ensure the internal RJ45 connection on the formatter is not damaged and is correctly
seated.

7. Reseat the internal LAN cable on the formatter.

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

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for 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 persists, turn the printer off and remove the back covers.

4. Reseat the RJ45 LAN cable on the Formatter.

Recommended action for call-center agents 639

 5. Reseat the HDMI cable on the formatter.

6. Check to ensure the internal RJ45 connection on the formatter is not damaged and is correctly
seated.

7. Reseat the internal LAN cable on the formatter.

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.

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

1. Turn the printer off, and then on.

2. Upgrade the firmware.

3. 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, 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.

640 Chapter 6 Numerical control panel messages

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 actions for customers

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. 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

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 Imaging drum unit error

The printer cannot read the resistance value of the charger in the imaging drum unit.

An error occurred when installing or connecting the imaging drum unit due to contaminating or damage
of the high voltage contact point.

63.00.02 Yellow imaging drum unit

63.00.03 Magenta imaging drum unit

63.00.04 Cyan imaging drum unit

63.00.05 Black imaging drum unit

Possible causes:

● The imaging drum unit is not installed.

● The CRUM data is not detected.

63.* errors 641

 ● The machine can’t read the charger resistance of the imaging drum 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 action for call-center agents

1. Turn the printer off, and then on.

2. Check the imaging drum 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.

Imaging drum unit part number

● W9074-67001 - Black imaging drum unit

● W9075-67001 – Cyan, Magenta, Yellow imaging drum unit

For instructions on removing and replacing imaging drum unit, see the Repair Service Manual
for this product.

d. Check the metal imaging drum unit contact and printer contact for dirt, dust or debris. Clean
contacts as needed.

642 Chapter 6 Numerical control panel messages

 e. Reinstall the imaging drum unit.

f. Reinstall the toner collection unit and close the front and right cover.

3. Turn the printer on and test the printer.

4. If the error persists, replace the failing imaging drum unit.

Imaging drum unit part number

● W9074-67001 - Black imaging drum unit

● W9075-67001 – Cyan, Magenta, Yellow imaging drum unit

For instructions on removing and replacing imaging drum unit, see the Repair Service Manual for
this product.

5. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the imaging drum 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.

Imaging drum unit part number

● W9074-67001 - Black imaging drum unit

Recommended action for onsite technicians 643

 ● W9075-67001 – Cyan, Magenta, Yellow imaging drum unit

For instructions on removing and replacing imaging drum unit, see the Repair Service Manual
for this product.

d. Check the metal imaging 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 cover.

3. Turn the printer on and test the printer.

4. If the error persists, replace the failing imaging drum unit.

Imaging drum unit part number

● W9074-67001 - Black imaging drum unit

● W9075-67001 – Cyan, Magenta, Yellow imaging drum unit

For instructions on removing and replacing imaging drum unit, see the Repair Service Manual for
this product.

5. If the error persists, replace the high voltage power supply (HVPS).

Part number: JC44-00237D

For instructions on removing and replacing high-voltage power supply, see the Repair Service
Manual for this product.

6. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

63.00.06, 63.00.07, 63.00.08, or 63.00.09 Developer unit error

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

644 Chapter 6 Numerical control panel messages

 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 action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. 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: 03078622 .

– Advanced Service

– Advanced Diagnostics

– Sensors or Component Tests, depending on tested part.

b. Use the Find field to search for the Drum Motor service code for the affected color.

– Cyan: 100-0043

– Yellow: 100-0041

– Magenta: 100-0042

– Black: 100-0044

Recommended action for customers 645

 c. From the found Drum Motor service code screen, press Start, run for 20 seconds, and
then press Stop.

d. Repeat the Drum motor test approximately 3 to 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.

3. Turn the printer off, and then on.

4. Open the front cover.

5. Remove the toner collection unit.

6. Fold down the toner supply shutter and check if the toner supply pipe is blocked. If the pipe is clog
or blocked, open it.

IMPORTANT: Make sure that the toner supply shutter is back in the up position before continuing.

7. Install the toner collection unit. Close the front cover.

8. Turn the printer off, and then on. Verify if the error persists.

9. If the error persists, remove and reinstall the developer unit.

646 Chapter 6 Numerical control panel messages

10. If the error persists, replace the developer unit for the error reported.

Developer unit part number

● 5PN58-67001 - Yellow Developer Unit

● 5PN59-67001 - Magenta Developer Unit

● 5PN60-67001 - Cyan Developer Unit

● 5PN57-67001 - Black Developer Unit

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: 03078622.

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

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.

d. If the motor test fails, measure the voltage on the failing color motor connector.

Recommended action for onsite technicians 647

 e. If 24V is measured on the connector, replace the toner motor.

Part number: JC93-00446B

For instructions on removing and replacing toner motor, 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
formatter from the LVPS type 5.

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): 5QJ90-60014

Part number (220V): 5QJ90-60015
For instructions, see the Repair Service Manual for this printer.

i. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace
the formatter.

Part number: 3SJ00-60003

For instructions, see the Repair Service Manual for this printer.

12. If the error persists, replace the formatter.

Part number: 3SJ00-60003

For instructions on removing and replacing the formatter, see the Repair Service Manual for this
product.

13. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

648 Chapter 6 Numerical control panel messages

63.00.49 General engine failure
Light power degradation or no power due to burnt of LSU Laser Diode.

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

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the LSU that corresponds to the error
reported.

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.

2. Check the FCC connection by disconnecting and reconnecting FFC on laser scanner unit (LSU) and
the formatter.

3. If FFC is defective, replace FFC.

4. If FFC is ok and the error persists, then replace the LSU.

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.

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.

63.00.49 General engine failure 649

 2. Remove and reinstall the transfer roller.

3. If the error persists, replace the transfer roller.

Trays 2-x rollers part number: 5PN66-67001

For instructions on removing and replacing transfer roller, see the Repair Service Manual for this
product.

4. If the error persists, replace the high voltage power supply (HVPS).

Part number: JC44-00237D

For instructions on removing and replacing high voltage power supply, 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 down, then turn it on.

3. If the error persists, turn the printer off.

a. Remove the rear cover.

b. Replace the formatter.

Part number: 3SJ00-60003

For instructions on removing and replacing the formatter, see the Repair Service Manual for
this product.

NOTE: The Master System Operating Key (MSOK) needs to be removed from the old
formatter and inserted on the new formatter.

650 Chapter 6 Numerical control panel messages

 Figure 6-52 Connector 28 on the formatter

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.

3. Replace the formatter.

Part number: 3SJ00-60003

For instructions on removing and replacing the formatter, see the Repair Service Manual for this
product.

NOTE: The Master System Operating Key (MSOK) needs to be removed from the old formatter
and inserted on the new formatter.

63.00.17, 63.00.18, 63.00.19, or 63.00.1A 651

 Figure 6-53 Connector 28 on the formatter

4. Assemble the rear cover and turn the printer on.

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.

652 Chapter 6 Numerical control panel messages

 b. Check if the Master System Operating Key (MSOK) is inserted correctly. Remove and reinstall
it.

Figure 6-54 Connector 28 on the formatter

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 24V 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 24V power line to chassis ground on the formatter from the LVPS type 5.

63.00.20 653
 Figure 6-55 Connector 17 on the formatter

3. If the 24V power line 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): 5QJ90-60014

Part number (220V): 5QJ90-60015
For instructions, see the Repair Service Manual for this printer.

5. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace the
formatter.

Part number: 3SJ00-60003

For instructions, see the Repair Service Manual for this printer.

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.

654 Chapter 6 Numerical control panel messages

 2. Check the 5V power line to chassis ground on the formatter from the LVPS type 5.

Figure 6-56 Connector 17 on the formatter

3. If the 5V power line 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): 5QJ90-60014

Part number (220V): 5QJ90-60015
For instructions, see the Repair Service Manual for this printer.

5. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace the
formatter.

Part number: 3SJ00-60003

For instructions, see the Repair Service Manual for this printer.

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.

63.00.23 655
 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.

● 100V fuser part number: 5PN50A

● 110V fuser part number: 5PN61A

● 220V fuser part number: 5PN62A

For instructions, see the Repair Service Manual for this printer.

63.00.29, 63.00.2A, 63.00.2B, 63.00.2C

The H Sync signal of the laser/scanner is abnormal.

63.00.29: The yellow H Sync signal of the laser/scanner is abnormal.

63.00.2A: The magenta H Sync signal of the laser/scanner is abnormal.

63.00.2B: The cyan H Sync signal of the laser/scanner is abnormal.

63.00.2C: The black H Sync signal of the laser/scanner 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

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the laser scanner unit (LSU) for the error
reported.

LSU part number: JC97-05148A

Recommended action for onsite technicians

1. Turn the printer off, and then on to clear the error message.

2. Check the laser scanner unit (LSU).

656 Chapter 6 Numerical control panel messages

 ■ Disconnect and reconnect both ends of the wire harness from the unit to the PCA (J5, J81).

3. If the error persists, replace the laser scanner unit (LSU).

LSU part number: JC97-05148A

For instructions on removing and replacing laser scanner unit, 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.

63.00.2D 657
 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

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the laser scanner unit (LSU) for the error
reported.

LSU part number: JC97-05148A

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the laser scanner unit (LSU) shutter motor.

a. Diagnose the LSU shutter motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > LSU > LSU Shutter Motor.

An check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J5).

658 Chapter 6 Numerical control panel messages

 b. Retest the motor. If the test fails, replace the LSU.

LSU part number: JC97-05148A

For instructions, see the Repair Service Manual for this product.

3. Check the LSU shutter sensor.

a. Diagnose the LSU shutter sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
LSU > LSU Shutter Open Sensor.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
LSU > LSU Shutter Close Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(J81).

Recommended action for onsite technicians 659

 b. Replace the sensor as needed.

LSU part number: JC97-05148A (Upper part)

For instructions, see the Repair Service Manual for this product.

63.00.2E, 63.00.2F, 63.00.30, or 63.00.31

The laser scanner unit (LSU) motor 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 actions for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the laser scanner unit (LSU) for the error
reported.

LSU part number: JC97-05148A

Recommended action for onsite technicians

1. Turn the printer off, and then on to clear the error message

660 Chapter 6 Numerical control panel messages

2. Check the LSU motor.

a. Diagnose the LSU motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > LSU > LSU Motor.

An check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (J81).

b. Retest the motor. If the test fails, replace the LSU.

LSU part number: JC97-05148A

For instructions, see the Repair Service Manual for this product.

Recommended action for onsite technicians 661

 63.00.33 or 63.00.34
The laser scanner unit (LSU) motor error.

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 (LSU) motor operation sound
during warming up.

● If the LSU motor does not make a sound, skip to the next step.

● If the LSU motor makes sound, complete these troubleshooting steps:

a. Open the following menus:.

– Support Tools

– Service

NOTE: The service PIN for this printer is: 03078622 .

– Advanced Service

– Advanced Diagnostics

– Sensors or Component Tests, depending on tested part.

b. Run test 110–0000, LSU Motor1 Run Ready.

c. Touch Start, and then touch Get Status. Wait for five seconds and touch Get Status again.
Check if the status has changed as follows: Execute to Low to High.

d. If the status does not change, the motor ready signal is abnormal. Replace the LSU.

LSU part number: JC97-05148A

For instructions on removing and replacing laser scanner unit, see the Repair Service
Manual for this product.

2. If the LSU motor does not make sound, complete these troubleshooting steps:

a. Turn the printer off, and remove the power cord.

662 Chapter 6 Numerical control panel messages

 b. Remove the back and the left side covers.

c. Disconnect and reconnect the flat flexible cable (FFC) on the LSU and the Connector 13 on the
formatter.

CAUTION: Before unplugging the LSU harness, the printer must be turned off and the power
cord must be removed.

d. If the LSU FFC is defective, replace the LSU.

Part number: JC97-05148A (Upper unit only)

e. Turn the printer on and listen to the LSU motor sound to see if the LSU operates correctly.

f. If the LSU FFC is ok, replace the LSU.

LSU part number: JC97-05148A

For instructions on removing and replacing laser scanner unit, see the Repair Service Manual
for this product.

3. If the error persists, replace the formatter.

Part number: 6CF14-67003

For instructions on removing and replacing the formatter, 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.

63.00.35 663
 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 (LSU) motor operates.

a. Open the following menus:.

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03078622 .

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. Run test 110–0000, LSU Motor1 Run Ready

3. If the LSU motor does not make 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 flat flexible cable (FFC) on the LSU and the Connector 13 on the
formatter.

CAUTION: Before unplugging the LSU harness, the printer must be turned off and the power
cord must be removed.

d. If the LSU FFC is defective, replace the LSU.

Part number: JC97-05148A (Upper unit only)

e. Turn the printer on and listen to the LSU motor sound to see if the LSU operates correctly.

664 Chapter 6 Numerical control panel messages

 f. If the LSU FFC is ok, replace the LSU.

LSU part number: JC97-05148A

For instructions on removing and replacing laser scanner unit, see the Repair Service Manual
for this product.

4. If the error persists, reinstall the original LSU, and then replace the formatter.

Part number: 8GR94-60003

For instructions on removing and replacing the formatter, see the Repair Service Manual for this
product.

63.00.36, 63.00.37, or 63.00.38

The laser scanner unit (LSU) temperature sensor error.

63.00.36: The LSU temperature sensor detects a value beyond its permitted range.

63.00.37: The LSU temperature sensor has a short circuit.

63.00.38: The LSU temperature sensor has an open 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

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the laser scanner unit (LSU) for the error
reported.

LSU part number: JC97-05148A

Recommended action for onsite technicians

1. Turn the printer off, and then on to clear the error message.

2. Check the laser scanner unit (LSU).

63.00.36, 63.00.37, or 63.00.38 665

 ■ Disconnect and reconnect both ends of the wire harness from the unit to the PCA (J5, J81).

3. If the error persists, replace the laser scanner unit (LSU).

LSU part number: JC97-05148A

For instructions on removing and replacing laser scanner unit, see the Repair Service Manual for
this product.

63.00.3B, 63.00.3D, 63.00.3F, or 63.00.41

The developer unit has a problem with toner supply or sensor calibration.

63.00.3B Yellow developer T/C sensor failure

63.00.3D Magenta developer T/C sensor failure

63.00.3F Cyan developer T/C sensor failure

666 Chapter 6 Numerical control panel messages

 63.00.41 Black developer T/C sensor 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 actions for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with the developer unit for the error reported.

Part number:
Yellow: 5PN58-67001
Magenta: 5PN59-67001
Cyan: 5PN60-67001
Black: 5PN57-67001

Recommended action for onsite technicians

1. Turn the printer off, and then on to clear the error message.

2. Check the event log report.

a. Print the event log report from the following menu.

Path: Maintenance > Troubleshooting > Event log

b. Check if there is 10.xx.xx or 59.xx.xx code.

c. If there is, follow the guide of 10.xx.xx or 59.xx.xx.

Recommended action for customers 667

 3. Check if the developer unit connector (4 pin) is connected correctly. Check if the pin is deformed. If
the connector is damaged, replace the developer unit.

Part number:
Yellow: 5PN58-67001
Magenta: 5PN59-67001
Cyan: 5PN60-67001
Black: 5PN57-67001

a. Check the toner concentration sensor in the developer unit.

b. Reinstall the developer unit.

c. Replace the developer unit as needed.

Part number:
Yellow: 5PN58-67001
Magenta: 5PN59-67001
Cyan: 5PN60-67001
Black: 5PN57-67001
For instructions on removing and replacing developer unit, see the Repair Service Manual for
this product.

668 Chapter 6 Numerical control panel messages

 4. Check the HVPS.

a. Rub the test page by hand. If there are any palpable unfixed particles, check the HVPS.

b. Check if HVPS contact points (OUT101 ~ OUT1051) are connected normally. If the error persists,
reinstall HVPS.

c. Print a page. If its print quality is not good, replace HVPS.

HVPS part number: JC44-00237D

For instructions on removing and replacing HVPS, see the Repair Service Manual for this
product.

63.00.3C, 63.00.3E, 63.00.40, or 63.00.42 Toner replenishment failure

Toner replenishment failure—toner is compacted in the cartridge.

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.

63.00.3C Yellow toner replenishment failure

63.00.3E Magenta toner replenishment failure

63.00.40 Cyan toner replenishment failure

63.00.3C, 63.00.3E, 63.00.40, or 63.00.42 Toner replenishment failure 669

 63.00.42 Black toner replenishment failure

Figure 6-57 Toner replenishment failure and relevant factors

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, replace the toner cartridge indicated.

a. Open the front cover.

b. Touch the Supplies button on the printer control panel.

c. Remove the toner cartridge.

d. Install the new toner cartridge.

Toner cartridge part number

● W9150-67007 - Black standard toner cartridge (X toner cartridge)

● W9151-67007 - Cyan standard toner cartridge (X toner cartridge)

● W9153-67007 - Magenta standard toner cartridge (X toner cartridge)

● W9152-67007 - Yellow standard toner cartridge (X toner cartridge)

● W9140-67005 - Black lower yield toner cartridge (A toner cartridge)

● W9141-67006 - Cyan lower yield toner cartridge (A toner cartridge)

● W9143-67005 - Magenta lower yield toner cartridge (A toner cartridge)

● W9142-67005 - Yellow lower yield toner cartridge (A toner cartridge)

e. 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.

670 Chapter 6 Numerical control panel messages

 3. If the error persists or you have any further issues, contact your HP-authorized service or support
provider, or contact customer support at www.hp.com/go/contactHP.

Recommended actions 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. Turn the printer off, and then on to clear the error.

2. Remove toner cartridges one at a time.

a. Open the front cover to access the toner cartridges.

b. Pull the handle to remove it from the printer.

3. Holding the cartridge vertically, with the toner color label pointing up, shake the cartridge
vigorously at least 5 times, to distribute the toner inside the cartridge.

NOTE: Be careful of toner spillage.

NOTE: To view the public video of the shaking procedure on YouTube, go to: Installing a Toner
Cartridge in an HP LaserJet Managed E878xx Color MFP. This video includes full instructions for
installing a new cartridge. Specific instructions for shaking the cartridge are found at 44 seconds
into the video.

4. Reinstall the cartridge in the printer.

5. Repeat this process for all 4 toner cartridges, to make sure toner is distributed properly for all 4
colors.

6. Print 20 copies of the color band page to see if the error returns.

a. From the Home screen on the printer control panel, select the Support Tools icon.

b. Select Troubleshooting, and then select Print Quality Pages.

Recommended actions for call-center agents 671

 c. Select Color Band Test, then print the test pages.

7. If the error persists, please follow the next step.

8. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

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 to clear the error.

2. Remove toner cartridges one at a time.

a. Open the front cover to access the toner cartridges.

b. Pull the handle to remove it from the printer.

3. Holding the cartridge vertically, with the toner color label pointing up, shake the cartridge
vigorously at least 5 times, to distribute the toner inside the cartridge.

NOTE: Be careful of toner spillage.

NOTE: To view the public video of the shaking procedure on YouTube, go to: Installing a Toner
Cartridge in an HP LaserJet Managed E878xx Color MFP. This video includes full instructions for
installing a new cartridge. Specific instructions for shaking the cartridge are found at 44 seconds
into the video.

672 Chapter 6 Numerical control panel messages

4. Reinstall the cartridge in the printer.

5. Repeat this process for all 4 toner cartridges, to ensure toner is distributed properly for all 4 colors.

6. Print 20 copies of the color band page to see if the error returns.

a. From the Home screen on the printer control panel, select the Support Tools icon.

b. Select Troubleshooting, and then select Print Quality Pages.

c. Select Color Band Test, then print the test pages.

7. If the error persists, turn the printer off and back on to clear the error, and attempt to clear blocked
toner from the reservoir tube, located behind the toner collection unit (TCU).

a. Open the front cover.

b. Remove the TCU.

c. Locate the 4 black tubes which toner flows through from the toner cartridge to the developer.
Using your thumb and index finger apply light pressure, moving your fingers from the top to the
bottom of the tube.

NOTE: The tube has a spring inside of it, so only light pressure is necessary.

NOTE: Do NOT vacuum toner from the toner reservoir using a household vacuum cleaner.

d. Release stuck toner at the reservoir supply tube by gently rubbing the length of the reservoir
with your thumb and index finger.

8. Install the TCU and close the front door. Print 20 copies of the color band page again to see if the
error returns. If the problem persists, replace the toner reservoir units for all reservoirs, regardless
of the color reporting the error.

Toner duct unit (frame sub-duct toner) part number: 5QJ94-40001

For instructions on removing and replacing toner reservoir duct, see the Repair Service Manual for
this product.

9. If the problem persists after replacing the reservoirs, determine if the motor is rotating, using the
component tests.

10. Check the reported toner dispense motor operation.

a. Open the front cover.

Recommended action for onsite technicians 673

 b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03078622 .

● Advanced Service

● Advanced Diagnostics

● Component Tests

● Toner

NOTE: Remove the toner cartridge before starting the test.

c. Run the test: "XX Toner Unlock Motor".

Start to release the cartridge and then press Stop.

d. Run the test: "XX Toner Dispense Motor".

The reservoir unit is deep inside the machine, so you can hear only the motor rotating sound.

e. If the motor does not function or is broken, replace the motor.

Toner dispense motor part number: JC93-01066B

11. If the error persists, replace the following unit.

a. If needed, replace the developer unit for the error reported.

Developer unit part number

● Yellow developer unit: 5PN58-67001

● Magenta developer unit: 5PN59-67001

● Cyan developer unit: 5PN60-67001

● Black developer unit: 5PN57-67001

For instructions on removing and replacing developer unit, see the Repair Service Manual for
this product.

b. If needed, replace the formatter.

IMPORTANT: The formatter should be the last part replaced if needed.

Formatter part number:

6CF14-67003
For instructions on removing and replacing the formatter, see the Repair Service Manual for
this product.

674 Chapter 6 Numerical control panel messages

 12. If the error persists or you have any further issues after all troubleshooting is performed, please
elevate this issue using the Standard Support Process, including the reports and information
below.

● Diagnostic data and information (error code, photos, moving pictures, part number about error
or issue, etc.)

● Configuration page, Event log pages, Supply status pages

● Log capture: System log file(.jdp), Engine log file(.log)

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

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

Use the following steps to help resolve the error.

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician with an OPC unit for the error reported.

● Black OPC unit: W9074-67001

● Cyan, Magenta, Yellow OPC unit: W9075-67001

Recommended actions for onsite technicians

Use the following steps to help resolve the error.

NOTE: The following task includes links to part-replacement procedures for some parts. To obtain
procedures for other parts, or for missing part numbers, elevate 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.

63.00.44, 63.00.45, 63.00.46 or 63.00.47 675

 b. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03078622 .

● Advanced Service

● Advanced Diagnostics

● Component Tests

● Drum

c. Run test one of the following tests for the failing color.

● Yellow Eraser Detect : 107-0166

● Magenta Eraser Detect : 107-0167

● Cyan Eraser Detect : 107-0168

● Black Eraser Detect : 107-0169

d. Touch Start and status will change.

e. If the status reads “High”, the erase LED is functioning normally.

f. If the status reads “Low”, the erase LED is abnormal.

3. If the LED is abnormal, disconnect and reconnect the wiring harness between the erase LED and
the formatter.

a. Disconnect and reconnect the wiring harness between the erase LED and Connector 75 on
the formatter.

b. If the error persists after disconnecting and reconnecting the wire, replace the OPC unit.

● Black OPC unit: W9074-67001

● Cyan, Magenta, Yellow OPC unit: W9075-67001

4. If the error persists, replace the formatter assembly.

Part number: 6CF14-67003

For instructions, see the Repair Service Manual for this printer.

63.00.49 LSU Laser Diode error

Light power degradation or no power due to burnt laser scanner unit (LSU) laser diode.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

676 Chapter 6 Numerical control panel messages

 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. Disconnect and reconnect the flat flexible cable (FFC) on the laser scanner unit (LSU) and the
formatter to check if the FFC connection works.

3. If the FFC is defective, replace it.

4. If the FFC is ok and the error persists, replace the LSU.

63.00.5Z Prefeed sensor error

After picking up the media from tray, the media didn't reach the prefeed sensor after a certain period
of time, and the media was detected in the registration sensor. Prefeed sensor failure or poor harness
contact of the prefeed sensor.

63.00.50 Tray 2

63.00.51 Tray 3

63.00.52 Tray 4

63.00.53 Tray 5

63.00.54 Tray 6

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

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. Replace the prefeed sensor indicated by the error.

63.4D.01
Engine firmware crash in the portability layer.

Recommended actions for call-center agents and onsite technicians 677

 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.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.

678 Chapter 6 Numerical control panel messages

Recommended actions for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, check all the connections and cables between the automatic document feeder
and the scan joint board. If cables look good visually and passed a continuity test, then replace the
scan joint board.

Part number: 3SJ00-60109

For instructions, see the Service Manual for this printer.

3. If the scan joint board does not fix the issue, replace the automatic document feeder.

Part number: 5QJ83-67007 (ADF Whole Unit Kit, Prowler A3+)

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

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 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.

Search for the following document on WISE and refer to it for procedure and information:
HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 -
Accelerator Card No Longer Requires External +5v Connection (c06294749).

4. Remove and reseat the accelerator board.

5. If the error persists, replace the accelerator PCA.

Part number: 6HN30-67001 Accelerator (optional)

Recommended actions for call-center agents and onsite technicians 679

 For instructions on removing and replacing accelerator board PCA, see the Repair Service Manual
for this product.

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

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

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 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

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 onsite technicians

1. Turn the printer off.

680 Chapter 6 Numerical control panel messages

 2. Remove the formatter cover.

3. Disconnect the external +5v cable from the accelerator board and secure it.

Search for the following document on WISE and refer to it for procedure and information:
HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 -
Accelerator Card No Longer Requires External +5v Connection (c06294749).

4. Remove and reseat the accelerator board.

5. If the error persists, replace the accelerator PCA.

Part number: 6HN30-67001 Accelerator (optional)

For instructions on removing and replacing accelerator board PCA, see the Repair Service Manual
for this product.

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

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

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 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 procedure and information, search for the following document on 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.

64.01.04 681
 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

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 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 procedure and information, search for the following document on 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.

64.01.06
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

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.

682 Chapter 6 Numerical control panel messages

Recommended action for 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 procedure and information, search for the following document on 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

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 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 procedure and information, search for the following document on 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 onsite technicians 683

 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, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for 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 procedure and information, search for the following document on 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.

64.01.09
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

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 onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

684 Chapter 6 Numerical control panel messages

 3. Disconnect the external +5v cable from the accelerator board and secure it.

For procedure and information, search for the following document on 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.

64.03.04
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

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 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.

64.04.01 Workflow Accelerator Card not detected

Recommended action for customers

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.

3. Power cycle product. All features of product will still be functional, but performance of Compact
PDF jobs might be slower.

Recommended action for call-center agents

1. Turn the printer off, and then on.

64.03.04 685
 2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, remove and reseat the accelerator card.

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

64.04.02 Workflow Accelerator 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

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, remove and reseat the accelerator card.

64.04.04 Workflow Accelerator 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

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, remove and reseat the accelerator card.

686 Chapter 6 Numerical control panel messages

 3. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

64.04.05 Workflow Accelerator 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

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, remove and reseat the accelerator card.

64.04.06 Workflow Accelerator 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

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, remove and reseat the accelerator card.

3. If the issue is intermittent, it is not caused by hardware. Capture logs and elevate the case using the
Standard Support Process.

64.04.05 Workflow Accelerator Card assertion failure 687

 64.04.08 Workflow Accelerator Card 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

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, replace the cooling fan or the accelerator card.

64.04.09 Workflow Accelerator Card 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

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, replace the cooling fan or the accelerator card.

64.04.11 Workflow Accelerator Card assertion internal clock 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.

688 Chapter 6 Numerical control panel messages

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

1. Turn the printer off, and then on.

2. If the error persists, remove and reseat the accelerator card.

64.04.12 Workflow Accelerator Card OCR 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

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, remove and reseat the accelerator card.

3. If the issue is intermittent, it is not caused by hardware. Capture logs and 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, turn the printer off, and then on.

4. If the error persists, contact HP support at www.hp.com/go/contactHP.

Recommended action for call-center agents 689

 65.00.A1 (Inner)
The printer lost communication with the finisher.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

690 Chapter 6 Numerical control panel messages

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.

Recommended action for customers 691

 2. Check the inner finisher interface cables and ensure they are seated correctly.

3. If the error persists, 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

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

692 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.

Recommended action for call-center agents 693

 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. Check the inner finisher interface cables and ensure they are seated correctly.

3. If the customer says the error has not been resolved, send a technician to check.

Recommended action for onsite technicians

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

694 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.

Recommended action for onsite technicians 695

 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. Check the inner finisher interface cables and ensure they are seated correctly.

3. Ensure that the printer has the most current firmware version for the finisher. Upgrade the firmware
as needed.

4. If the error persists, turn the printer off, and then on.

5. If the error persists, replace the inner finisher PCA.

Inner finisher PCA part number: 6GW49-60001

For instructions, see the Repair Service Manual for this product.

65.00.A2 (2K)
The printer lost communication with the finisher.

Recommended action for customers

1. Check the inner finisher interface cables and ensure they are seated correctly.

a. Check the interface cable between the finisher and the SET.

b. Check the cable connecting the finisher to the bridge.

696 Chapter 6 Numerical control panel messages

 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

1. Check the inner finisher interface cables and ensure they are seated correctly.

a. Check the interface cable between the finisher and the SET.

b. Check the cable connecting the finisher to the bridge.

2. If the error persists, turn the printer off, and then on.

3. If the customer says the error has not been resolved, send a technician to check.

Recommended action for onsite technicians

1. Make sure that the printer has the most current firmware version for the finisher. Upgrade the
firmware as needed.

2. Check the inner finisher interface cables and make sure they are seated correctly.

a. Check the interface cable between the finisher and the SET.

Recommended action for call-center agents 697

 b. Check the cable connecting the finisher to the bridge.

3. If the error persists, turn the printer off, and then on.

4. Check the finisher PCA cables (CN1, CN15).

5. If the error persists, replace the finisher PCA or bridge unit.

PCA part number: 6GW55-60001

For instructions, see the Repair Service Manual for this product.

66.* errors
Errors in the 66.* family are related to output accessories.

698 Chapter 6 Numerical control panel messages

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.

66.00.A2 (2K)
The printer lost communication with the finisher.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

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

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the finisher connector.

Recommended action 699

 66.40.36 (Inner)
The inner-finisher punch unit experienced a home-position failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

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

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, have a service technician prepare the following parts before customer visit.

NOTE: Make sure different punch units are provided depending on the area of use.

Part number:

● HP LaserJet Inner Finisher Hole 2/3 Punch: 155P7-67001

● HP LaserJet Inner Finisher Hole 2/4 Punch: 155P8-67001

● HP LaserJet Inner Finisher Swedish Punch: 155P9-67001

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the punch motor.

a. Diagnose the punch motor.

i. Run the diagnostic test for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Punch > Punch motor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

700 Chapter 6 Numerical control panel messages

 ii. Check the motor sound.

iii. Disconnect and reconnect both ends of the wire harness from the motor to the PCA
(Inner-rear joint).

b. Retest the motor. If the test fails, replace the motor.

NOTE: Make sure that different types of punch units are provided depending on the area of
use.

Part number:

● HP LaserJet Inner Finisher Hole 2/3 Punch: 155P7-67001

● HP LaserJet Inner Finisher Hole 2/4 Punch: 155P8-67001

● HP LaserJet Inner Finisher Swedish Punch: 155P9-67001

For instructions, see the Repair Service Manual for this product.

3. Check the punch motor sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner finisher > Punch > Punch motor sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the reading valule changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-rear joint).

Recommended action for onsite technicians 701

 b. Replace the sensor as needed.

NOTE: Be aware that different punch hole units are provided depending on their area of use.

Part number:

● HP LaserJet Inner Finisher Hole 2/3 Punch: 155P7-67001

● HP LaserJet Inner Finisher Hole 2/4 Punch: 155P8-67001

● HP LaserJet Inner Finisher Swedish Punch: 155P9-67001

For instructions, see the Repair Service Manual for this product.

66.40.46 (2K)
The finisher experienced an error in the punch scan unit.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

702 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.

Recommended action for customers 703

 e. Open the bridge cover.

2. Check the finisher interface cables and ensure they are seated correctly.

a. Check the interface cable between the finisher and the base printer.

b. Check the cable connecting the finisher to the bridge.

3. If the error persists, turn the printer off, and then on.

4. Check the paper settings.

a. Make sure the paper being used meets the size and type specifications for hole punching.

b. Make sure the paper setting for the paper tray matches the paper being used in the tray.

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

1. Open the finisher and check for any jammed paper or obstructions and remove them.

704 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 705

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

2. Check the finisher interface cables and make sure they are seated correctly.

a. Check the interface cable between the finisher and the base printer.

b. Check the cable connecting the finisher to the bridge.

706 Chapter 6 Numerical control panel messages

 3. If the error persists, turn the printer off, and then on.

4. Check the paper settings.

a. Make sure the paper being used meets the size and type specifications for hole punching.

b. Make sure the paper setting for the paper tray matches the paper being used in the tray.

5. If the error persists, turn the printer off, and then on.

6. If the customer says the error has not been resolved, send a technician with the following part.

NOTE: Be aware that different punch hole units are used depending on where they are in use.

Part number:

● HP LaserJet Inner Finisher Hole 2/3 Punch: 155P7-67001

● HP LaserJet Inner Finisher Hole 2/4 Punch: 155P8-67001

● HP LaserJet Inner Finisher Swedish Punch: 155P9-67001

Recommended action for onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Make sure that the printer has the most current firmware version for the finisher. Upgrade the
firmware as needed.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

Recommended action for onsite technicians 707

 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.

708 Chapter 6 Numerical control panel messages

 e. Open the bridge cover.

3. Check the finisher interface cables and ensure they are seated correctly.

a. Check the interface cable between the finisher and the base printer.

b. Check the cable connecting the finisher to the bridge.

4. If the error persists, turn the printer off, and then on.

Recommended action for onsite technicians 709

 5. Disconnect and reconnect the connections to the punch home sensor, punch motor, and punch unit
PCA.

6. If the error persists, replace the punch unit.

NOTE: Make sure that different punch hole units are used depending on where they are in use.

Part number:

● HP LaserJet Inner Finisher Hole 2/3 Punch: 155P7-67001

● HP LaserJet Inner Finisher Hole 2/4 Punch: 155P8-67001

● HP LaserJet Inner Finisher Swedish Punch: 155P9-67001

For instructions on removing and replacing punch unit, see the Repair Service Manual for this
product.

66.40.50 (2K)
An error in the finisher system occurred. The punch unit is not responding.

710 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 front cover and inner jams access cover.

b. Open the bridge cover.

2. Check the finisher interface cables and ensure they are seated correctly.

Recommended action for customers 711

 a. Check the interface cable between the finisher and the base printer.

b. Check the cable connecting the finisher to the bridge.

3. If the error persists, turn the printer off, and then on.

4. Check the paper settings.

a. Mae sure the paper being used meets the size and type specifications for hole punching.

b. Mae sure the paper setting for the paper tray matches the paper being used in the tray.

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

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

712 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.

Recommended action for call-center agents 713

 e. Open the bridge cover.

2. Check the finisher interface cables and ensure they are seated correctly.

a. Check the interface cable between the finisher and the base printer.

b. Check the cable connecting the finisher to the bridge.

3. If the error persists, turn the printer off, and then on.

4. Check the paper settings.

a. Mae sure the paper being used meets the size and type specifications for hole punching.

b. Mae sure the paper setting for the paper tray matches the paper being used in the tray.

5. If the customer says the error has not been resolved, send a technician with the following part.

NOTE: Be aware that different punch hole units are used depending on where they are in use.

Part number:

● HP LaserJet Inner Finisher Hole 2/3 Punch: 155P7-67001

● HP LaserJet Inner Finisher Hole 2/4 Punch: 155P8-67001

● HP LaserJet Inner Finisher Swedish Punch: 155P9-67001

714 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the
Standard Support Process.

1. Make sure that the printer has the most current firmware version for the finisher. Upgrade the
firmware as needed.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

b. Open the inner jam cover.

Recommended action for onsite technicians 715

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

3. Check the finisher interface cables and ensure they are seated correctly.

a. Check the interface cable between the finisher and the base printer.

716 Chapter 6 Numerical control panel messages

 b. Check the cable connecting the finisher to the bridge.

4. If the error persists, turn the printer off, and then on.

5. Disconnect and reconnect the connections to the punch home sensor, punch motor, and punch unit
PCA.

6. If the error persists, replace the punch unit.

NOTE: Make sure that different punch hole units are used depending on where they are in use.

Part number:

● HP LaserJet Inner Finisher Hole 2/3 Punch: 155P7-67001

● HP LaserJet Inner Finisher Hole 2/4 Punch: 155P8-67001

● HP LaserJet Inner Finisher Swedish Punch: 155P9-67001

Recommended action for onsite technicians 717

 For instructions on removing and replacing punch unit, see the Repair Service Manual for this
product.

7. Check the finisher main PCA cables (CN7).

8. If the error persists, replace the finisher main PCA.

Finisher main PCA part number: 6GW55-60001

For instructions, see the Repair Service Manual for this product.

66.40.84 (Inner)
Punch home sensor failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

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

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, have a service technician prepare the following parts before customer visit.

NOTE: Make sure different punch units are provided depending on the area of use.

Part number:

718 Chapter 6 Numerical control panel messages

 ● HP LaserJet Inner Finisher Hole 2/3 Punch: 155P7-67001

● HP LaserJet Inner Finisher Hole 2/4 Punch: 155P8-67001

● HP LaserJet Inner Finisher Swedish Punch: 155P9-67001

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the punch home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner Finisher > Punch > Punch home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the reading valule changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-rear joint).

b. Replace the sensor as needed.

NOTE: Make sure that different types of punch units are provided depending on the area of
use.

Part number:

● HP LaserJet Inner Finisher Hole 2/3 Punch: 155P7-67001

● HP LaserJet Inner Finisher Hole 2/4 Punch: 155P8-67001

Recommended action for onsite technicians 719

 ● HP LaserJet Inner Finisher Swedish Punch: 155P9-67001

For instructions, see the Repair Service Manual for this product.

66.60.25 (Inner)
The inner finisher experienced a paper-holding-lever unit failure.

Recommended action for customers

1. Open and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

720 Chapter 6 Numerical control panel messages

c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts, and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

Recommended action for customers 721

 3. Check the inner finisher interface cables and ensure they are seated correctly.

4. If the error persists, turn the printer off, and then on.

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

1. Open and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

722 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.

Recommended action for call-center agents 723

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts, and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

3. Check the inner finisher interface cables and ensure they are seated correctly.

4. If the error persists, turn the printer off, and then on.

5. If the customer says the error has not been resolved, send a technician to check.

Recommended action for onsite technicians

1. Open and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

724 Chapter 6 Numerical control panel messages

a. Open the inner 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 onsite technicians 725

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts, and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

3. Check the inner finisher interface cables and ensure they are seated correctly.

726 Chapter 6 Numerical control panel messages

4. If the error persists, turn the printer off, and then on.

5. Remove all paper from the finisher output bin, and then ensure that the paper holder levers are not
obstructed.

6. Check the paper holding solenoid.

a. Diagnose the solenoid.

i. Run the diagnostics for the solenoid:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Output tray > Paper holding solenoid

And check the solenoid sound.

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the
solenoid to the PCA (Inner-paper holding solenoid).

Recommended action for onsite technicians 727

 b. Retest the solenoid. If the test fails, replace the solenoid.

Paper holding solenoid part number: JC33-00037A

For instructions, see the Repair Service Manual for this product.

7. Check the output tray paper holding sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner finisher > Output tray > Output tray paper holding sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-front).

728 Chapter 6 Numerical control panel messages

 b. Replace the sensor as needed

Output tray paper holding sensor part number: 0604-001393

66.60.28 (Inner)
The rear tamper unit has experienced an error.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

66.60.28 (Inner) 729

 c. Open the right and upper jam covers.

d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

730 Chapter 6 Numerical control panel messages

 2. Check the tamper and remove obstructions found.

3. If the error persists, 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

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

Recommended action for call-center agents 731

 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.

732 Chapter 6 Numerical control panel messages

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

2. Check the tamper and remove obstructions found.

3. If the error persists, turn the printer off, and then on.

4. If the customer is saying the error is not disappeared, dispatch the field service engineer with the
following part.

Rear tamper assembly part number: JC82-00900A

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 finisher and check for any jammed paper or obstructions and remove them.

Recommended action for onsite technicians 733

 a. Open the inner finisher door.

b. Use the release lever to slide the inner finisher away from the printer.

c. Open the right and upper jam covers.

734 Chapter 6 Numerical control panel messages

d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

Recommended action for onsite technicians 735

 2. Check the tamper and remove obstructions found.

3. If the error persists, turn the printer off, and then on.

4. Close the covers and slide the inner finisher into place.

5. If the error persists, turn the printer off, and then on.

6. Check the rear tamper motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Tamper > Rear tamper motor

And check the motor sound.

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Inner-rear).

736 Chapter 6 Numerical control panel messages

 b. Retest the motor. If the test fails, replace the motor.

Rear tamper motor part number: JC93-01001A

For instructions, see the Repair Service Manual for this product.

7. Check the rear tamper home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner finisher > Tamper > Rear tamper home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-rear).

b. Replace the sensor as needed.

Rear tamper home sensor part number: 0604-001393

Recommended action for onsite technicians 737

 For instructions, see the Repair Service Manual for this product.

66.60.28 (2K)
The rear tamper unit has experienced an error.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

b. Open the inner jam cover.

738 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. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

Recommended action for customers 739

 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

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

b. Open the inner jam cover.

740 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. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

Recommended action for call-center agents 741

 3. If the customer says the error has not been resolved, send a technician with the following part.

Rear tamper assembly part number: JC82-00898A

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. Make sure that the printer has the most current firmware version for the finisher. Upgrade the
firmware as needed.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

3. If the error persists, move the rear tamper from the home position to the end.

4. Check the rear tamper motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/stacker finisher > Rear tamper motor

And check the motor sound.

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

742 Chapter 6 Numerical control panel messages

 ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (External-CN5).

b. Retest the motor. If the test fails, replace the motor.

Rear tamper motor part number: JC93-01001A

For instructions, see the Repair Service Manual for this product.

5. Check the rear tamper home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Rear tamper home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN5).

Recommended action for onsite technicians 743

 b. Replace the sensor as needed.

Rear tamper home sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.60.30 (Inner)
Output tray motor failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

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

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, have a service technician prepare the following part before customer visit.

Output tray motor part number: JC31-00178B

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the output tray motor.

744 Chapter 6 Numerical control panel messages

 a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Output tray > Output tray motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Inner-front).

b. Retest the motor. If the test fails, replace the motor.

Output tray motor part number: JC31-00178B

For instructions, see the Repair Service Manual for this product.

3. Check the output tray motor sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner finisher > Output tray > Output tray motor sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-front).

Recommended action for onsite technicians 745

 b. Replace the sensor as needed.

Output tray motor sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.60.32 (Inner)
Paper holding sensor 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

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, have a service technician prepare the following part before customer visit.

Paper holding kit (paper holding solenoid and paper holding sensor) part number: JC90-01314A

Recommended action for onsite technicians

1. Turn the printer off, and then on.

746 Chapter 6 Numerical control panel messages

 2. Check the output tray paper holding sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner finisher > Output tray > Output tray paper holding sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-front).

b. Replace the sensor as needed.

Output tray paper holding sensor: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.60.32 (2K/3K)
Main output tray failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

66.60.32 (2K/3K) 747

 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

1. Turn the printer off, and then on.

2. Check the main output tray motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/stacker finisher > Main output tray motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (External-CN8).

748 Chapter 6 Numerical control panel messages

 b. Retest the motor. If the test fails, replace the motor.

Main output tray motor part number: JC90-01415B

For instructions, see the Repair Service Manual for this product.

3. Check the main output tray motor sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Main output tray motor sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN8).

Recommended action for onsite technicians 749

 b. Replace the sensor as needed.

Main output tray motor sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

4. Check the main output tray top of stack sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Main output tray top of stack sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN14).

750 Chapter 6 Numerical control panel messages

 b. Replace the sensor as needed.

Main output tray top of stack sensor part number: JC82-01039A

For instructions, see the Repair Service Manual for this product.

66.60.77 (2K)
Front paper holding failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

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

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, check the front paper holding sensor.

66.60.77 (2K) 751

 a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Finisher > Front paper holding sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN14).

b. Replace the sensor as needed.

Front paper holding sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.60.78 (2K)
Rear paper holding failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

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

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, dispatch an onsite technician.

752 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, check the rear paper holding sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Rear paper holding sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN14).

b. Replace the sensor as needed.

Rear paper holding sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.60.79 (2K,3K)
Main output tray top of stack sensor failure.

Recommended action for onsite technicians 753

 Recommended action for customers

1. Check the main output tray top of stack sensor.

2. Check if there is any substance blocking the space between the sensors.

Recommended action for call-center agents

1. Check the main output tray top of stack sensor.

2. Check if there is any substance blocking the space between the sensors.

3. If the error persists, send a technician to check.

754 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

1. Check the main output tray top of stack sensor.

2. Check if there is any substance blocking the space between the sensors.

3. Diagnose the sensor.

a. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Output Tray > Main output tray top of stack sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN14).

4. Replace the sensor as needed.

Main output tray top of stack sensor part number: JC82-01039A

Recommended action for onsite technicians 755

 For instructions, see the Repair Service Manual for this product.

66.60.80 (2K)
Main output tray top of stack switch failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

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

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, check the main output tray top of stack switch.

a. Diagnose the switch.

i. Run the diagnostic test for the switch:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Main output tray top of stack switch

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

756 Chapter 6 Numerical control panel messages

 ii. Check the reading value changes of the switch for any irregularity.

iii. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor
to the PCA (External-CN9).

b. Retest the switch. If the test fails, replace the switch.

Main output tray top of stack switch part number: JC39-02316A

For instructions, see the Repair Service Manual for this product.

66.60.77 (Inner), 66.60.78 (Inner), 66.60.79 (Inner), 66.60.80 (Inner),

66.80.04 (Inner)
The paddle unit of the finisher experienced an error.

Recommended action for customers

1. Open and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

66.60.77 (Inner), 66.60.78 (Inner), 66.60.79 (Inner), 66.60.80 (Inner), 66.80.04 (Inner) 757
 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.

758 Chapter 6 Numerical control panel messages

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

3. If the error persists, 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

1. Open and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions, and remove them.

a. Open the finisher door.

Recommended action for call-center agents 759

 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.

760 Chapter 6 Numerical control panel messages

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

3. If the error persists, turn the printer off, and then on.

4. If the error persists, dispatch an onsite technician with the following part.

Main paddle motor part number: JC93-01001A

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 and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

Recommended action for onsite technicians 761

 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.

762 Chapter 6 Numerical control panel messages

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the finisher for any damaged or loose parts and remove any obstructions.

g. Close the covers and slide the inner finisher into place.

3. Open and then close the finisher door to check if the finisher executes the initialization process.

4. Test the finisher by sending another job.

5. Check the main paddle motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Paddle > Main paddle motor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the sound of the motor for any irregularity.

iii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Inner-Front).

Recommended action for onsite technicians 763

 b. Retest the motor. If the test fails, replace the motor.

Main paddle motor part number: JC90-01331A

For instructions, see the Repair Service Manual for this product.

6. Check the main paddle home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner finisher > Paddle > Main paddle home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-Front).

b. Replace the sensor as needed.

Main paddle home sensor part number: 0604-001393

764 Chapter 6 Numerical control panel messages

 For instructions, see the Repair Service Manual for this product.

66.60.81, 66.60.82 (Inner)

Output tray top of stack sensor failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

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

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, check the paper holding solenoid.

a. Diagnose the solenoid.

i. Run the diagnostics for the solenoid:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Output tray > Paper holding solenoid

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the sound of the solenoid for any irregularity.

iii. If the test fails, disconnect and reconnect both ends of the wire harness from the
solenoid to the PCA (Inner-Paper holding solenoid).

66.60.81, 66.60.82 (Inner) 765

 b. Retest the solenoid. If the test fails, replace the solenoid.

Paper holding solenoid part number: JC33-00037A

For instructions, see the Repair Service Manual for this product.

3. Check the output tray lower limit sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner finisher > Output tray > Output tray top of stack sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the reading valule changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-front).

766 Chapter 6 Numerical control panel messages

 b. Replace the sensor as needed.

Output tray top of stack sensor: JC82-01039A

For instructions, see the Repair Service Manual for this product.

66.60.83 (Inner)
Ejector2 motor failure.

Recommended action for customers

1. Check the black plastic paddles on the sub-ejector mechanism to see if they are out of position .

Table 6-4 Sub-ejector paddles

Item Description

1 Paddle in correct position

2 Paddle out of position

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.

66.60.83 (Inner) 767

 Recommended action for call-center agents

1. Check the black plastic paddles on the sub-ejector mechanism to see if they are out of position .

Table 6-5 Sub-ejector paddles

Item Description

1 Paddle in correct position

2 Paddle out of position

2. Turn the printer off, and then on.

3. If the customer says the error has not been resolved, send a technician to check.

Recommended action for onsite technicians

1. Check the black plastic paddles on the sub-ejector mechanism to see if they are out of position .

Table 6-6 Sub-ejector paddles

Item Description

1 Paddle in correct position

768 Chapter 6 Numerical control panel messages

 Table 6-6 Sub-ejector paddles (continued)

Item Description

2 Paddle out of position

2. Turn the printer off, and then on.

3. Check the Ejector 2 motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Ejector > Ejector2 motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Inner-Ejector).

b. Retest the motor. If the test fails, replace the ejector.

Ejector part number: SS456-61001

For instructions, see the Service Manual for this printer.

Recommended action for onsite technicians 769

 4. Check the Ejector 2 motor sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner finisher > Ejector > Ejector 2 motor sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-Ejector).

b. Replace the sensor as needed.

Ejector 2 motor sensor part number: 0604-001393

For instructions, see the Service Manual for this printer.

66.60.84 (Inner)
End fence sensor did not detect paper.

770 Chapter 6 Numerical control panel messages

Recommended action for customers

1. Open the top cover and inspect the areas for paper jams or obstructions.

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

1. Open the top cover and inspect the areas for paper jams or obstructions.

2. Turn the printer off, and then on.

3. If the customer says the error has not been resolved, send a technician to check.

Recommended action for customers 771

 Recommended action for onsite technicians

1. Open the top cover and inspect the areas for paper jams or obstructions.

2. Turn the printer off, and then on.

3. If the error persists, check the end fence sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner finisher > End fence > End fence sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the motor to the PCA
(Inner-Rear).

772 Chapter 6 Numerical control panel messages

 b. Replace the sensor as needed.

End fence sensor part number: 0604-001381

For instructions, see the Repair Service Manual for this product.

66.80.04 (2K)
The paddle unit of the finisher experienced an error.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

66.80.04 (2K) 773

 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.

774 Chapter 6 Numerical control panel messages

 e. Open the bridge cover.

f. Remove any jams or obstructions.

g. 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

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

Recommended action for call-center agents 775

 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.

776 Chapter 6 Numerical control panel messages

 e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the customer says the error has not been resolved, send a technician.

Recommended action for 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 top cover.

Recommended action for onsite technicians 777

 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.

778 Chapter 6 Numerical control panel messages

 e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

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 paddle motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/stacker finisher > Paddle motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (External-CN5).

Recommended action for onsite technicians 779

 b. Retest the motor. If the test fails, replace the motor.

Paddle motor part number: JC93-01001A

For instructions, see the Repair Service Manual for this product.

5. Check the paddle home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Paddle home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the reading value changes of the sensor.

iii. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor
to the PCA (External-CN5).

780 Chapter 6 Numerical control panel messages

 b. Retest the sensor. If the test fails, replace the sensor.

Paddle home sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.80.05 (Inner), 66.80.06 (Inner), 66.80.78 (Inner)

The finisher experienced an ejector failure.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

66.80.05 (Inner), 66.80.06 (Inner), 66.80.78 (Inner) 781

 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.

782 Chapter 6 Numerical control panel messages

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

2. Open and then close the door of the finisher to check if the finisher executes the initialization
process.

3. If the error persists, 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

1. Open and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

Recommended action for call-center agents 783

 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.

784 Chapter 6 Numerical control panel messages

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

3. If the error persists, turn the printer off, and then on.

4. If the customer says the error has not been resolved, send a technician with the following part.

Ejector assembly part number: SS456-61001

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 and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

Recommended action for onsite technicians 785

 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.

786 Chapter 6 Numerical control panel messages

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

3. Open and then close the door of the finisher to check if the finisher executes the initialization
process.

4. Check the finisher for any damaged or loose parts, and remove any obstructions.

5. Locate the two metal ejectors (Callout 1), and check for either deformed ejectors (Callout 2) or
correctly formed ejectors (Callout 3).

Figure 6-58 Location of metal ejectors

Recommended action for onsite technicians 787

 Figure 6-59 Deformed metal ejector

Figure 6-60 Metal ejectors in correct shape

a. If one or both of the metal ejectors are deformed, perform the following steps.

788 Chapter 6 Numerical control panel messages

 b. Remove the screw that secures the sub paddle shaft assembly in place, and then lift the
assembly up as shown in order to gain access to the deformed metal ejector that is stuck on
the shaft.

c. Push down on the deformed metal ejector to reshape it to a square shape. The objective is to
have 90-degree corners as shown.

d. Put the inner finisher back together and test it by making 50 copies of two blank pages with
two staples on the center.

6. If the error persists, proceed to troubleshoot with the following steps.

Recommended action for onsite technicians 789

 7. Check the Ejector 1 motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Ejector > Ejector 1 motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA. (Inner-ejector)

b. Retest the motor. If the test fails, replace the ejector.

Ejector part number: SS456-61001

For instructions, see the Service Manual for this printer.

8. Check the Ejector 1 home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

790 Chapter 6 Numerical control panel messages

 Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner finisher > Ejector > Ejector 1 home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-ejector).

b. Replace the sensor as needed.

Ejector 1 home sensor part number: 0604-001393

For instructions, see the Service Manual for this printer.

66.80.05 (2K), 66.80.78

Ejector 1 failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

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

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

66.80.05 (2K), 66.80.78 791

 2. If the error persists, check the Ejector 1 motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/stacker finisher > Ejector 1 motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (External-CN11).

b. Retest the motor. If the test fails, replace the motor.

Part number:
Ejector 1 motor: JC93-01168A
Or Ejector unit: JC90-01802A
For instructions, see the Service Manual for this printer.

792 Chapter 6 Numerical control panel messages

3. Check the Ejector 1 motor sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Ejector1 motor sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA.
(External-CN11)

b. Replace the sensor as needed.

Part number:
Ejector 1 motor sensor: 0604-001415
Or Ejector unit: JC90-01802A
For instructions, see the Service Manual for this printer.

Recommended action for onsite technicians 793

 4. Check the Ejector 1 home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Ejector1 home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN11).

b. Replace the sensor as needed.

Part number:
Ejector 1 home sensor: 0604-001415
Or Ejector unit: JC90-01802A
For instructions, see the Service Manual for this printer.

794 Chapter 6 Numerical control panel messages

 5. Check the Ejector 1 end sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Ejector1 end sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA.
(External-CN11)

b. Replace the sensor as needed.

Part number:
Ejector 1 end sensor: 0604-001415
Or Ejector unit: JC90-01802A
For instructions, see the Service Manual for this printer.

66.80.06 (2K), 66.80.79

Ejector 2 failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

66.80.06 (2K), 66.80.79 795

 1. Turn the printer off, and then on.

2. Retest for checking the status.

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

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Check the Ejector 2 motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/stacker finisher > Ejector 2 motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (External-CN11).

796 Chapter 6 Numerical control panel messages

 b. Retest the motor. If the test fails, replace the motor.

Part number:
Ejector 2 motor: JC93-01168A
Or Ejector unit: JC90-01802A
For instructions, see the Service Manual for this printer.

3. Check the Ejector 2 motor sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Ejector 2 motor sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the motor to the PCA
(External-CN11).

Recommended action for onsite technicians 797

 b. Replace the sensor as needed.

Part number:
Ejector 2 motor sensor: 0604-001415
Or Ejector unit: JC90-01802A
For instructions, see the Service Manual for this printer.

4. Check the Ejector 2 home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Ejector 2 home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the motor to the PCA
(External-CN11).

798 Chapter 6 Numerical control panel messages

 b. Replace the sensor as needed.

Part number:
Ejector 2 home sensor: 0604-001415
Or Ejector unit: JC90-01802A
For instructions, see the Service Manual for this printer.

66.80.08 (Inner)
The inner finisher paper support unit experienced an error.

Recommended action for customers

1. Check the inner finisher exit tray and remove any paper or obstructions.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

66.80.08 (Inner) 799

 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.

800 Chapter 6 Numerical control panel messages

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

3. Check the inner finisher for any damaged or loose parts.

4. If the error persists, turn the printer off, and then on.

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 agent

1. Check the inner finisher exit tray and remove any paper or obstructions.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

Recommended action for call-center agent 801

 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.

802 Chapter 6 Numerical control panel messages

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

3. Turn the printer off, and then on.

4. If the customer says the error has not been resolved, send a technician with the following part.

Rear paper support assembly part number: JC90-01311A

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. Check the inner finisher exit tray and remove any paper or obstructions.

2. Open and then close the finisher door.

3. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

Recommended action for onsite technicians 803

 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.

804 Chapter 6 Numerical control panel messages

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Check the paper support.

g. Close the covers and slide the inner finisher into place.

4. Check the inner finisher for any damaged or loose parts.

5. Check the paper support motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Recommended action for onsite technicians 805

 Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Paper support > Paper support motor

And check the motor sound.

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Inner-rear).

b. Retest the motor. If the test fails, replace the motor.

Paper support motor part number: JC90-01312A

For instructions, see the Service Manual for this printer.

6. Check the paper support home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Inner finisher > Paper support > Paper support home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the reading value changes of the sensor.

806 Chapter 6 Numerical control panel messages

 iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Inner-rear).

b. Replace the sensor as needed.

Paper support home sensor part number: 0604-001393

For instructions, see the Service Manual for this printer.

66.80.20 (2K)
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 finisher door.

2. Use the green knob to move the stapler to the front of the finisher.

66.80.20 (2K) 807

 3. Remove the staple cartridge.

4. Lift the cartridge tab, and remove any jammed staples.

808 Chapter 6 Numerical control panel messages

 5. If the staple cartridge is empty, replace the staple cartridge.

6. If the staple cartridge is not empty, reinstall the staple cartridge.

7. Close the finisher door.

8. Turn the printer off, and then on.

9. 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. Open the finisher door.

Recommended action for call-center agents 809

 2. Use the green knob to move the stapler to the front of the finisher.

3. Remove the staple cartridge.

810 Chapter 6 Numerical control panel messages

4. Lift the cartridge tab, and remove any jammed staples.

5. If the staple cartridge is empty, replace the staple cartridge.

Staple part number: Y1G14-67901 (3 each in a box)

Recommended action for call-center agents 811

 6. If the staple cartridge is not empty, reinstall the staple cartridge.

7. Close the finisher door.

8. Turn the printer off, and then on.

9. If the customer says the error has not been resolved, send a technician with the following part.

Stapler unit part number: JC82-00894A

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 finisher door.

812 Chapter 6 Numerical control panel messages

2. Use the green knob to move the stapler to the front of the finisher.

3. Remove the staple cartridge.

Recommended action for onsite technicians 813

 4. Lift the cartridge tab, and remove any jammed staples.

5. If the staple cartridge is empty, replace the staple cartridge.

Staple part number: Y1G14-67901 (3 each in a box)

814 Chapter 6 Numerical control panel messages

 6. If the staple cartridge is not empty, reinstall the staple cartridge.

7. Close the finisher door.

8. Turn the printer off, and then on.

9. If the error persists, disconnect and reconnect both ends of the wire harness to the staple unit and
the finisher PCA.

10. Retest the finisher. If the error persists, replace the finisher sub-staple unit.

Staple unit part number: JC82-00894A

For instructions, see the Repair Service Manual for this product.

11. If the staple cartridge unit is damaged, replace the staple cartridge unit.

Staple cartridge unit part number: JC81-09882A

NOTE: Cartridge handle color may vary (blue or green).

66.80.27 (Inner)
The front alignment tamper experienced an error in the inner finisher output device.

66.80.27 (Inner) 815

 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, 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. If there is jammed paper on the finisher main output tray, remove it.

816 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, check the front tamper motor (M9).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03078622

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

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.

Recommended action for call-center agents and onsite technicians 817

 e. Retest the motor. If the test fails, replace the tamper motor.

Front tamper motor part number: JC93-01001A

For instructions, see the Service Manual for this printer.

5. If the motor functions correctly, check the tamper home sensor (S5).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03078622

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. Run test 113-0390, Finisher Right Tamper Sensor.

c. Touch Start, and then touch Get Status.

d. During the sensor test, move the front tamper back and forth to change the sensor value.

818 Chapter 6 Numerical control panel messages

 e. If it does not function correctly, disconnect and reconnect both ends of the wire harness to
the sensor from the finisher PCA.

f. Retest the sensor. If the test fails, replace the sensor.

Part number: 0604-001393

For instructions, see the Service Manual for this printer.

6. If the error persists, replace the front tamper assembly.

Part number: JC90-01464A

For instructions, see the Service Manual for this printer.

66.80.36 (Inner)
Stapler motor error.

Recommended action for customers

1. Check the inner finisher exit tray and remove any paper or obstructions.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

66.80.36 (Inner) 819

 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.

820 Chapter 6 Numerical control panel messages

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

3. Check the inner finisher for any damaged or loose parts.

4. If the error persists, turn the printer off, and then on.

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 agent

1. Check the inner finisher exit tray and remove any paper or obstructions.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the inner finisher door.

Recommended action for call-center agent 821

 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.

822 Chapter 6 Numerical control panel messages

 e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

3. Check the inner finisher for any damaged or loose parts.

4. If the error persists, turn the printer off, and then on.

5. If the customer says the error has not been resolved, send a technician with the following part.

Stapler position motor part number: 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 stapler position motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Finisher > Stapler > Stapler position motor

Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Inner-Rear Joint).

Recommended action for onsite technicians 823

 b. Retest the motor. If the test fails, replace the motor.

Stapler position motor: JC93-00999A

For instructions, see the Repair Service Manual for this product.

2. If the error persists, replace the stapler unit.

Stapler unit part number: 6GW49-60003

66.80.38 (2K)
The initialization of the stacker failed to be completed within the designated time.

Recommended action for customers

1. Open and then close the finisher door.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

824 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.

Recommended action for customers 825

 e. Open the bridge cover.

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 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 in the finisher main output tray, remove it.

a. Open the finisher top cover.

826 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.

Recommended action for onsite technicians 827

 e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Open and then close the finisher door 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 output tray lower limit sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the senor.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Main output tray lower limit sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the reading value changes of the sensor.

828 Chapter 6 Numerical control panel messages

 iii. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor
to the PCA (External-CN13).

b. Retest the sensor. If the test fails, replace the sensor.

Main output tray lower limit sensor: 0604-001415

For instructions, see the Repair Service Manual for this product.

5. Check the main output tray top of stack sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the senor:

Recommended action for onsite technicians 829

 Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Main output tray top of stack sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN14).

b. Retest the sensor. If the test fails, replace the sensor.

Main output tray top of stack sensor: JC82-01039A

For instructions, see the Repair Service Manual for this product.

6. Check the main output tray motor.

830 Chapter 6 Numerical control panel messages

 a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/stacker finisher > Main output tray motor

And check the motor sound.

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (External-CN8).

b. Retest the motor. If the test fails, replace the motor.

Main output tray motor part number: JC90-01415B

66.80.46 (2K), 66.80.80, 66.80.81, 66.80.82

The stapler operation experienced a failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

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

66.80.46 (2K), 66.80.80, 66.80.81, 66.80.82 831

 Recommended action for call-center agents

1. Turn the printer off, and then on.

2. Make sure that the shipping retainer screw (callout 1) has been removed.

Figure 6-61 Shipping retainer screw

3. If the customer says the error has not been resolved, send a technician to check.

Recommended action for onsite technicians

1. Turn the printer off, and then on.

2. Make sure that the shipping retainer screw (callout 1) has been removed.

Figure 6-62 Shipping retainer screw

832 Chapter 6 Numerical control panel messages

3. If the error persists, verify that the stapler unit cable is connected.

4. If the error persists, locate the stapler position motor and run the diagnostic test on the motor.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

● Advanced Diagnostics

● Component Tests

● Stapler/stacker finisher

● Stapler position motor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the sound of the motor for any irregularity.

Recommended action for onsite technicians 833

 c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the
PCA (external-CN10).

d. Retest the motor. If the test fails, replace the motor.

Part number:
Stapler position motor: JC31-00163A
or
Stapler unit: JC82-00894A
For instructions: see the Service Manual for this printer.
For instructions: see the Service Manual for this printer.

5. If the error persists, locate the stapler sensor indicated by the error message and run the
diagnostic test on the sensor. The steps below apply to any of the four sensors.

a. Open the following menus:

● Support Tools

● Service

● Advanced Service

834 Chapter 6 Numerical control panel messages

 ● Advanced Diagnostics

● Sensors

● Stapler/stacker finisher

● Stapler front sensor

Stapler mid-front sensor

Stapler mid-rear sensor

Stapler rear sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

b. Check the reading value changes of the sensor for any irregularity.

c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor
to the PCA (external-CN12 for front sensor, external CN10 for mid-front, mid-rear, and rear
sensors).

d. Retest the sensor. If the test fails, replace the sensor.

Part number:
Stapler front sensor: 0604-001393
Stapler mid-front sensor: 0604-001393
Stapler mid-rear sensor: 0604-001393
Stapler rear sensor: 0604-001393
or
Stapler unit: JC82-00894A
For instructions: see the Service Manual for this printer.

Recommended action for onsite technicians 835

 For instructions: see the Service Manual for this printer.
For instructions: see the Service Manual for this printer
For instructions: see the Service Manual for this printer.

66.80.77 (2K, 3K)

The paper failed to reach the ejector sensor.

Recommended action for customers

■ Open the top cover. Remove any jammed paper found.

Recommended action for call-center agents

1. Open the top cover. Remove any jammed paper found.

2. If the error persists, send a technician to check.

836 Chapter 6 Numerical control panel messages

Recommended action for onsite technicians

1. Open the top cover. Remove any jammed paper found.

2. Check the ejector sensor.

a. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Ejector > Ejector sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information section of
this CPMD.

b. Check the reading value changes of the sensor.

Recommended action for onsite technicians 837

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN11).

3. Replace the sensor as needed.

Ejector sensor: JC32-00020A

Or ejector unit: JC90-01802A
For instructions, see the Repair Service Manual for this product.

66.80.78 (2K)
The finisher experienced an ejector failure.

Recommended action for customers

Use the following steps to help resolve the issue.

IMPORTANT: If an incompatible external finisher is installed, error 13.92.FF may occur intermittently.
Be sure to install and use the finisher that matches the product.

1. Check the finisher for paper jams or obstructions.

a. Open the finisher top cover.

838 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.

Recommended action for customers 839

 e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. 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

1. Open the finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

840 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.

Recommended action for call-center agents 841

 e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the customer says the error has not been resolved, dispatch an onsite technician.

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. Check the finisher for jams or obstructions.

a. Open the finisher top cover.

842 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.

Recommended action for onsite technicians 843

 e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Open and then close the door of the finisher to check if the finisher executes the initialization
process.

3. Check the finisher for any damaged or loose parts, and remove any obstructions.

844 Chapter 6 Numerical control panel messages

4. Check the Ejector 1 motor (M6).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03078622.

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. Run test 113–2530, 2 Bin Finisher Eject 1 Motor.

Recommended action for onsite technicians 845

 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
For instructions, see the Repair Service Manual for this printer.

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 Ejector 1 motor sensor (S27).

a. Run the 2BinFinisher Eject1 encoder sensor diagnostic test, using code 113-2032.

846 Chapter 6 Numerical control panel messages

 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: JC90-01824A
For instructions, see the Repair Service Manual for this printer.

6. If the error persists, check the Ejector 1 home sensor (S29) and the Ejector 1 end sensor (S28).

a. Run the 2BinFinisher Eject1 home sensor and 2BinFinisher Eject1 away sensor diagnostic
tests for the sensors, using codes 113-2031 and 113-2030.

Recommended action for onsite technicians 847

 b. Move the Ejector 1 (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

For instructions, see the Repair Service Manual for this printer.

66.80.79 (2K)
The finisher experienced an Ejector 2 failure.

There can be many causes for this error. HP has identified two specific ones that can occur when users
interact with the inner finisher.

● End users, eager to get their print job, are putting their hand at the exit of the inner finisher and
are grabbing the already printed part of the page while the rest of the pages are still being ejected
to the output bin. This action can easily make one or both black plastic paddles on the sub-ejector
mechanism to become out of place.

● One of the two metal ejectors may be getting stuck on the shaft located just above them. This
happens when the ejectors attempt to get out of home position, but they somehow got deformed.

Recommended action for customers

Use the following steps to help resolve the issue.

IMPORTANT: If an incompatible external finisher is installed, error 13.92.FF may occur intermittently.
Be sure to install and use the finisher that matches the product.

1. Check the finisher for paper jams or obstructions.

848 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 849

 d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. 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

1. Open the finisher and check for any jammed paper or obstructions and remove them.

850 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 851

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the customer says the error has not been resolved, dispatch an onsite technician.

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 finisher and check for any jammed paper or obstructions and remove them.

852 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 onsite technicians 853

 d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. Open and then close the door of the finisher to check if the finisher executes the initialization
process.

4. Check the finisher for any damaged or loose parts, and remove any obstructions.

5. If the error persists, replace the Finisher Sub Ejector Unit.

Part number: JC90-01409A

For instructions, see the Repair Service Manual for this printer.

NOTE: Several sub-assemblies on the Finisher Sub Ejector Unit are available to replace instead.
Optional, further troubleshooting noted below in Step 6 to Step 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.

854 Chapter 6 Numerical control panel messages

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: 03078622.

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

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.

Recommended action for onsite technicians 855

 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 printer.

7. If the motor test functions correctly and the error persists, check the Ejector 2 motor sensor (S23).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03078622.

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. Run test 113-2041, run the diagnostic test for the sensor.

856 Chapter 6 Numerical control panel messages

 c. Rotate the encoder (Callout 1) to check the reading value change.

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 printer.

8. If the error persists, check the Ejector 2 home sensor (S32).

Recommended action for onsite technicians 857

 a. Run test 113-2040, 2BinFinisher Eject2 home sensor.

858 Chapter 6 Numerical control panel messages

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 Ejector 2 home sensor actuator
(Callout 3) to check the value.

c. Check the Ejector 2 home sensor actuator (Callout3) if 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 printer.

f. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.

Recommended action for onsite technicians 859

 g. If error persists, replace the sensor as needed.

Main output tray lower limit sensor part number: 0604-001415

For instructions, see the Repair Service Manual for this printer.

9. If the error persists, turn the printer off. Disconnect and reconnect the wire harness CN11 on the
finisher main PCA. Then turn the printer on.

10. If the error persists, elevate the case using the standard support process.

66.80.84, 66.80.85, 66.80.86 (Inner)

The paddle unit of the finisher experienced an error.

Recommended action for customers

1. Check the exit tray of the inner finisher and remove any paper or obstructions.

2. Open the finisher and check for any jammed paper or obstructions and remove them.

860 Chapter 6 Numerical control panel messages

a. Open the inner 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 861

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

3. Check the inner finisher for any damaged or loose parts.

4. If the error persists, turn the printer off, and then on.

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

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.

862 Chapter 6 Numerical control panel messages

a. Open the inner 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 call-center agents 863

 d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

3. If the error persists, turn the printer off, and then on.

4. If the customer says the error has not been resolved, dispatch an onsite technician.

Recommended action for 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.

864 Chapter 6 Numerical control panel messages

 a. Check if shipping screw is present.

b. If the customer reports that the 66.80.46 error appears 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 see if the staples cartridge is stuck inside
the path of the stapler.

c. THIS STEP IS FOR TECHNICIANS ONLY: Remove the inner finisher 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 66.80.84, 66.80.85, or 66.80.86 error does not appear on the control panel and if
there is no buzzing noise, the inner finisher can be considered fixed.

2. If the error was not caused by the unit shipped without the lock in place, continue troubleshooting
with the following steps.

Recommended action for onsite technicians 865

 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.

c. Open the right and upper jam covers.

866 Chapter 6 Numerical control panel messages

d. Inspect the areas for paper jams.

e. Open the top cover and inspect the areas for paper jams or obstructions.

f. Close the covers and slide the inner finisher into place.

Recommended action for onsite technicians 867

 5. If the error persists, check the finisher stapler position sensor 1, 2, 3, 4 (S2).

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03078622.

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. Run tests 113-0491 and 113-0492 to diagnose stapler position sensors.

868 Chapter 6 Numerical control panel messages

 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 unit as needed.

Part number: 0604-001393

For instructions, see the Repair Service Manual for this printer.

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
> Advanced Service > Advanced Diagnostics > Component Tests or Sensors, depending on
tested part.

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 test fails, replace the motor.

Part number: JC93-00999A

For instructions, see the Repair Service Manual for this product.

7. If the error persists, replace the entire inner finisher.

Inner finisher kit part number: Y1G00-67901

66.80.0A (2K)
Stack stabilizer error. The paper holding unit experienced an error.

Recommended action for customers

Use the following steps to help resolve the issue.

IMPORTANT: If an incompatible external finisher is installed, error 13.92.FF may occur intermittently.
Be sure to install and use the finisher that matches the product.

1. Check the finisher for paper jams or obstructions.

66.80.0A (2K) 869

 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

870 Chapter 6 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the Bridge cover.

f. Remove any jams or obstructions.

g. 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

1. Open the finisher and check for any jammed paper or obstructions and remove them.

Recommended action for call-center agents 871

 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

872 Chapter 6 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. Check the paper holding unit and remove any jams or obstructions.

3. If the error persists, turn the printer off, and then on.

Recommended action for call-center agents 873

 4. If the customer says the error has not been resolved, send a technician with the following parts.

Left lower cover part number:

Stapler/stacker finisher: 5QK09-40041
Booklet finisher: 8GS05-60124

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 finisher and check for any jammed paper or obstructions and remove them.

a. Open the finisher top cover.

b. Open the inner jam cover.

874 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. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

Recommended action for onsite technicians 875

 2. Check if there are any problems such foreign substance around the paper holding unit.

3. If the error persists, turn the printer off, and then on.

4. Check the finisher for any damaged or loose parts and remove any obstacles.

5. Check the paper holding motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/stacker finisher > Paper holding motor

And check the sound of the motor.

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (External-CN13).

876 Chapter 6 Numerical control panel messages

 b. Retest the motor. If the test fails, replace the motor.

Paper holding motor: JC90-01414A

For instructions, see the Repair Service Manual for this product.

6. Check the paper holding home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Paper holding home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the reading value changes of the sensor.

iii. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor
to the PCA (External-CN14).

Recommended action for onsite technicians 877

 b. Replace the sensor as needed.

Paper holding home sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

7. If the error persists, replace the left lower cover.

Left lower cover part number:

Stapler-stacker finisher: 5QK09-40041
Booklet finisher: 8GS05-60124

66.80.0B (2K)
Stopper error. The finisher experienced an end-fence error.

Recommended action for customers

1. Open the finisher and check for any jammed paper or obstructions and remove them.

878 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 879

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. 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

1. Open the finisher and check for any jammed paper or obstructions and remove them.

880 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 881

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. If the customer says the error has not been resolved, send a technician with the following part.

End fence part number: JC90-01466A

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 finisher and check for any jammed paper or obstructions and remove them.

882 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 onsite technicians 883

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

f. Remove any jams or obstructions.

g. Close all finisher covers.

2. If the error persists, turn the printer off, and then on.

3. Check for the latest firmware version of the finisher. Upgrade the firmware as needed.

4. Check the end fence motor.

884 Chapter 6 Numerical control panel messages

 a. Diagnose the motor.

i. Run the diagnostics for the motor.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/stacker finisher > End fence motor

And check the sound of the motor.

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (External-CN5).

b. Retest the motor. If the test fails, replace the motor.

End fence motor part number: JC93-01001A

For instructions, see the Repair Service Manual for this product.

5. Check the front tamper home sensor.

Recommended action for onsite technicians 885

 a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Front tamper home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the reading value changes of the sensor.

iii. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor
to the PCA (External-CN5).

b. Replace the sensor as needed.

Front tamper home sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.80.0C (2K)
The finisher experienced a buffer error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open and then close the door of the finisher.

2. Turn the printer off, and then on.

3. Ensure that the printer has the most current firmware version for the finisher. Upgrade the firmware
as needed.

886 Chapter 6 Numerical 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 and onsite technicians

1. Open and then close the door of the finisher.

2. Turn the printer off, and then on.

3. Ensure that the printer has the most current firmware version for the finisher. Upgrade the firmware
as needed.

4. If the error persists, locate the main exit cam motor and run the diagnostic test on the motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor.

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/stacker finisher > Main exit cam motor

And check the sound of the motor.

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (External-CN7).

Recommended action for call-center agents and onsite technicians 887

 b. Retest the motor. If the test fails, replace the motor.

Main exit cam motor part number: JC93-01155A

For instructions, see the Repair Service Manual for this product.

5. Check the main exit cam home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the sensor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Main exit cam home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the reading value changes of the sensor.

iii. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor
to the PCA (External-CN7).

888 Chapter 6 Numerical control panel messages

 b. Retest the sensor. If the test fails, replace the sensor.

Main exit cam home sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.90.11 (2K)
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 (2K) 889

 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.

890 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: 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.

Recommended action for call-center agents and onsite technicians 891

 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.

892 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. Check the booklet diverter motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Booklet finisher > Booklet diverter motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Booklet-CN7).

Recommended action for call-center agents and onsite technicians 893

 b. Retest the motor. If the test fails, replace the motor.

Booklet diverter motor: JC93-01153A

For instructions, see the Repair Service Manual for this product.

5. Check the booklet diverter home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Booklet finisher > Booklet diverter home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the motor to the PCA
(Booklet-CN7).

894 Chapter 6 Numerical control panel messages

 b. Replace the sensor as needed.

Booklet diverter sensor: 0604-001415

For instructions, see the Repair Service Manual for this product.

66.90.12 (2K)
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.

b. Check the top entrance to the booklet maker.

66.90.12 (2K) 895

 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.

896 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. Open and then close the finisher door.

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.

Recommended action for call-center agents and onsite technicians 897

 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.

898 Chapter 6 Numerical control panel messages

3. Check the booklet tamper motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Booklet finisher > Booklet tamper motor

Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Booklet-CN6).

b. Retest the motor. If the test fails, replace the motor.

Booklet tamper motor part number: JC93-01155A

For instructions, see the Repair Service Manual for this product.

4. Check the booklet tamper sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the senor:

Recommended action for call-center agents and onsite technicians 899

 Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Booklet finisher > Booklet tamper sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Booklet-CN6).

b. Replace the sensor as needed.

Booklet tamper sensor part number: JC32-00020A

For instructions, see the Repair Service Manual for this product.

66.90.13 (2K)
Booklet paddle 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.

900 Chapter 6 Numerical control panel messages

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.

Recommended action for customers 901

 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: 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.

902 Chapter 6 Numerical control panel messages

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.

Recommended action for call-center agents and onsite technicians 903

 e. Open the lower jam access door and remove any paper.

f. Remove any jams or obstructions.

g. Close all finisher covers.

4. Check the booklet paddle motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Booklet finisher > Booklet paddle motor

And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Booklet-CN7).

904 Chapter 6 Numerical control panel messages

 b. Retest the motor. If the test fails, replace the motor.

Booklet paddle motor part number: JC93-01001A

For instructions, see the Repair Service Manual for this product.

5. Check the booklet paddle home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Booklet finisher > Booklet paddle home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Booklet-CN7).

Recommended action for call-center agents and onsite technicians 905

 b. Replace the sensor as needed.

Booklet paddle home sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.90.14 (2K)
The booklet maker experienced a knife (blade) error.

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.

906 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.

2. Turn the printer off, and then on.

Recommended action for customers 907

 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. 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.

908 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.

Recommended action for call-center agents and onsite technicians 909

 3. Check the booklet blade motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Booklet finisher > Booklet blade motor

Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Booklet-CN10).

b. Retest the motor. If the test fails, replace the motor.

Booklet blade motor part number: JC31-00144A

For instructions, see the Repair Service Manual for this product.

4. Check the booklet blade home sensor.

910 Chapter 6 Numerical control panel messages

 a. Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Booklet finisher > Booklet blade home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Booklet-CN6).

b. Replace the sensor as needed.

Booklet blade home sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.90.15 (2K)
The booklet maker experienced a press failure.

Recommended action for customers

1. Check the booklet maker for jams or obstructions.

66.90.15 (2K) 911

 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.

912 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.

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: 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.

Recommended action for call-center agents and onsite technicians 913

 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.

914 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.

3. Check the booklet presser motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Booklet finisher > Booklet presser motor

Recommended action for call-center agents and onsite technicians 915

 And check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Booklet-CN5).

b. Retest the motor. If the test fails, replace the motor.

Booklet presser motor part number: JC93-01155A

For instructions, see the Repair Service Manual for this product.

4. Check the booklet presser home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Booklet finisher > Booklet presser home sensor

To learn the service mode pin number, see the Printer Service Information section of this
CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Booklet-CN5).

916 Chapter 6 Numerical control panel messages

 b. Replace the sensor as needed.

Booklet presser home sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

66.90.16 (2K)
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.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker
out.

66.90.16 (2K) 917

 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.

918 Chapter 6 Numerical control panel messages

 e. Open the upper 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: 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 door.

2. Use the green knob to move the stapler to the front of the finisher.

Recommended action for call-center agents and onsite technicians 919

 3. Remove the staple cartridge,

4. Lift the cartridge tab, and remove any jammed staples.

920 Chapter 6 Numerical control panel messages

 5. If the staple cartridge is empty, replace the staple cartridge.

6. If the error persists, power off, disconnect then reconnect both ends of the wire harness from the
motor to the booklet maker PCA (Booklet-CN4), and then power on.

7. 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.

66.90.21 (2K)
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.

66.90.21 (2K) 921

 a. Open the finisher top cover.

b. Open the inner jam cover.

c. Check for jams in the indicated area.

922 Chapter 6 Numerical control panel messages

 d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

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

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 .

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 finisher door.

Recommended action for call-center agents 923

 2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Make sure the finisher and engine are running the latest version of firmware.

4. If the firmware is not current, upgrade the firmware.

a. Obtain the latest firmware bundle from HP.com.

b. Make sure that the finisher is correctly connected to the printer before downloading firmware
bundle.

NOTE: The finisher must be connected to the print engine when performing the upgrade.

5. Check the buffer home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Buffer home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN6).

b. Replace the sensor as needed.

Buffer home sensor part number: 0604-001393

For instructions, see the Service Manual for this printer.

924 Chapter 6 Numerical control panel messages

66.90.22 (2K) and 66.90.23 (2K)
The buffer unit has experienced an error.

BM-exit CAM assembly is unable to move paper downwards during buffering.

BM-exit CAM assembly is not positioned correctly.

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 top cover.

b. Open the inner jam cover.

66.90.22 (2K) and 66.90.23 (2K) 925

 c. Check for jams in the indicated area.

d. Open the finisher front cover and inner jams access cover.

e. Open the bridge cover.

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.

926 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 and then close the finisher door.

2. Check the finisher for any jammed paper or obstacles, and remove them.

3. Check the buffer motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Stapler/stacker finisher > Buffer motor

And check the motor sound.

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (External-CN5).

b. Retest the motor. If the test fails, replace the motor.

Buffer motor part number: JC93-01152A

For instructions, see the Service Manual for this printer.

Recommended action for call-center agents and onsite technicians 927

 4. Check the buffer home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Stapler/stacker finisher > Buffer home sensor

NOTE: To learn the service mode PIN, see the Printer Service Information section of this
CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(External-CN6).

b. Replace the sensor as needed.

Buffer home sensor part number: 0604-001393

For instructions, see the Service Manual for this printer.

66.90.43 (2K)
Booklet c-fold blade failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

928 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

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Power off and on, and retest for checking the status.

2. Check the booklet c-fold blade motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Booklet finisher > Booklet c-fold blade motor

Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Booklet-CN8).

b. Retest the motor. If the test fails, replace the motor.

Booklet c-fold blade motor part number: JC93-01154A

For instructions, see the Service Manual for this printer.

Recommended action for call-center agents 929

 3. Check the booklet c-fold blade home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Booklet finisher > Booklet c-fold blade home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Booklet-CN8).

b. Replace the sensor as needed.

Booklet c-fold blade home sensor part number: 0604-001393

For instructions, see the Service Manual for this printer.

66.90.51 (2K)
Booklet end fence failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Retest for checking the status.

930 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

1. Turn the printer off, and then on.

2. Retest for checking the status.

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Power off and on, and retest for checking the status.

2. Check the booklet end fence motor.

a. Diagnose the motor.

i. Run the diagnostics for the motor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Component
Tests > Booklet finisher > Booklet end fence motor

Check the motor sound.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. If the test fails, disconnect and reconnect both ends of the wire harness from the motor
to the PCA (Booklet-CN9).

b. Retest the motor. If the test fails, replace the motor.

Booklet end fence motor part number: JC93-01155A

For instructions, see the Repair Service Manual for this product.

Recommended action for call-center agents 931

 3. Check the booklet end fence home sensor.

a. Diagnose the sensor.

i. Run the diagnostic test for the senor:

Path: Support Tools > Service > Advanced Service > Advanced Diagnostics > Sensors >
Booklet finisher > Booklet end fence home sensor

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Check the reading value changes of the sensor.

iii. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA
(Booklet-CN9).

b. Replace the sensor as needed.

Booklet end fence home sensor part number: 0604-001393

For instructions, see the Repair Service Manual for this product.

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.

932 Chapter 6 Numerical control panel messages

 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 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. Check if the Exit 2 unit is installed.

2. Check the exit sensor on the Exit 2 unit.

a. Open the following menus:

● Support Tools

● Service

NOTE: The service PIN for this printer is: 03078622 .

● Advanced Service

● Advanced Diagnostics

● Sensors or Component Tests, depending on tested part.

b. Run test 102–0371, Exit 2 Sensor.

c. If the test fails, disconnect and reconnect the wire harness connection on the Exit 2 unit and
Connector 1 on the formatter.

Recommended action 933

 d. If the wire harness is ok, check if the sensor arm moves 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 formatter.

Part number: 3SJ00-60003

For instructions on removing and replacing the formatter, see the Repair Service Manual for this
product.

67.04.01
The printer cannot communicate with tray 3 on the high capacity input tray.

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, turn the printer off and remove the rear cover, and then check connector.

a. Disconnect and reconnect the Connector CN301 on the HCI controller PCA to make sure the
connector is seated correctly and is not damaged.

b. If the error persists, send a technician with the following part.

Part number: JC39-02600A

934 Chapter 6 Numerical control panel messages

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.

2. Remove the rear cover.

3. Disconnect and reconnect the Connector CN301 on the HCI controller PCA to make sure the
connector is seated correctly and is not damaged.

4. If the connector is defective, replace it.

Part number: JC39-02600A

For instructions, see the Repair Service Manual for this product.

5. If the error persists, replace the high capacity input tray PCA.

Part number: 6GW48-60001

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

1. Turn the printer off, and then on.

2. If the error persists, turn the printer off and remove the rear cover, and then check connector.

Recommended action for onsite technicians 935

 a. Disconnect and reconnect the Connector CN301 on the DCF controller PCA to ensure the
connector is seated correctly and is not damaged.

b. If the error persists, send a technician with the following part.

Part number: JC39-01690A

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.

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 is not damaged.

5. Replace the connector if necessary.

Part number: JC39-01690A

6. If the error persists, replace the DCF PCA.

Part number: 6GW46-60001

For instructions, see the Repair Service Manual for this product.

936 Chapter 6 Numerical control panel messages

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.

● 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.

70.* errors 937

 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.

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.

938 Chapter 6 Numerical control panel messages

 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.

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 939

 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.

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.

940 Chapter 6 Numerical control panel messages

 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.

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.

Recommended action for call center agents 941

 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.

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

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

942 Chapter 6 Numerical 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

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.

Go to: HP FutureSmart - Latest Firmware Versions

4. 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, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. For 82.* errors, reload the printer firmware.

Go to: HP FutureSmart - Latest Firmware Versions

4. Replace the formatter.

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 943

 Recommended action for call-center agents
1. Turn the printer off, and then on.

2. Reload the printer firmware.

Go to: HP FutureSmart - Latest Firmware Versions

3. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

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.

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 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 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.

944 Chapter 6 Numerical control panel messages

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

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.

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.

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

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) - .

Recommended action for customers 945

 3. Reload the firmware.

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.

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

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.

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 onsite technicians

1. Turn the printer off, and then on.

946 Chapter 6 Numerical control panel messages

 2. Download the firmware again, and then attempt the upgrade again.

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.

Go to: HP FutureSmart - Latest Firmware Versions

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 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.

98.00.04 Corrupt data in the job data volume 947

 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.

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.

948 Chapter 6 Numerical control panel messages

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.

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).

Recommended action 949

 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).

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.

950 Chapter 6 Numerical control panel messages

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)

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

99.00.2x 951
 ● 99.01.10

● 99.01.20

● 99.01.21

Recommended action
Follow these troubleshooting steps in the order presented.

■ 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.

99.07.20 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.

952 Chapter 6 Numerical control panel messages

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.

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 LaserJet Enterprise Printers -
Performing a Partial Clean or Format Disk Procedure (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.

99.07.YZ Firmware install error 953

 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

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.

954 Chapter 6 Numerical control panel messages

 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.

NOTE: Do NOT replace the formatter board, it will not resolve this.

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 hard disk drive.

500 GB hard disk drive part number: 933853-010

For instructions, see the Repair Service Manual for this product.

NOTE: Do NOT replace the formatter board, it will not resolve this error.

5. If the error still persists, replace the SATA riser PC board.

SATA riser PC board part number: B5L29-60001

99.09.65 Disk data error

Disk data corruption has occurred.

Recommended action
NOTE: Do NOT replace the formatter board; it will not resolve the issue.

Recommended action for customers 955

 ■ 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.

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 hard disk drive.

500 GB hard disk drive part number: 933853-010

For instructions, see the Repair Service Manual for this product.

NOTE: Do NOT replace the formatter board, it will not resolve this.

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.

956 Chapter 6 Numerical control panel messages

 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 Download item, and then download the latest firmware. The user can now download a
new firmware bundle to the printer.

5. 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 hard disk drive.

500 GB hard disk drive part number: 933853-010

For instructions, see the Repair Service Manual for this product.

NOTE: Do NOT replace the formatter board, it will not resolve this error.

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 or you have any further issues, 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 and onsite technicians

1. 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 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.

99.39.73 957
 Recommended action
1. Ensure the hard disk drive installed is the correct one for the printer.

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 formatter to the hard disk drive.

3. If the error persists, replace the hard disk drive.

Part number: 933853-010

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 formatter to the hard disk
drive.

3. If the error persists, replace the hard disk drive.

Part number: 933853-010

For instructions, see the Repair Service Manual for this product.

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 formatter to the hard disk
drive.

4. If the error persists, replace the hard disk drive.

Part number: 933853-010

For instructions, see the Repair Service Manual for this product.

958 Chapter 6 Numerical control panel messages

7 Alphabetical control panel messages

Use the following alphabetical message to see further information on the message.

Alphabetical error messages

Outbin full
Outbin is full.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check the outbin to see if it is full of paper.

2. If the error persists or you have any further issues, contact your HP-authorized service or support
provider, or contact customer support at http://www.hp.com/go/contactHP.

Alphabetical control panel messages 959

 Recommended action for call-center agents

1. Check the outbin to see if it is full of paper.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Check the outbin to see if it is full of paper.

2. Check the outbin full sensor.

960 Chapter 7 Alphabetical control panel messages

a. Check the actuator. Ensure the sensor actuator flag moves smoothly and turns back.

b. Diagnose the outbin full sensor.

i. Run the diagnostics for the sensor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Sensors > Paper path > Output > Out-Bin
Full Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Cover the sensor to check the reading value changes.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J10).

d. Replace the sensor as needed.

Part number:
Registration sensor: 0604-001393
Or Exit unit: JC90-01876A ( Upper assembly )
For instructions on removing and replacing sensor, see the Repair Service Manual for this
product.

Recommended action for onsite technicians 961

 Output bin full (Inner)
Output bin is full.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Remove paper from the output bin.

2.

2. Turn the printer off, and then on.

3. Retest for checking the status.

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. Remove paper from the output bin.

2.

2. Turn the printer off, and then on.

962 Chapter 7 Alphabetical control panel messages

 3. Retest for checking the status.

4. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order they are listed.

1. Remove paper from the output bin.

2.

2. Turn the printer off, and then on.

3. If the error persists, check the output tray lower limit sensor.

a. Run the diagnostic test for the sensor

Open the following menus: Support Tools > Service > Advanced Service > Advanced
Diagnostics > Sensors > Inner finisher > Output tray > Output tray lower limit sensor.

NOTE: The service PIN for this printer is: 03078622

b. Check the reading value changes of the sensor.

Recommended action for onsite technicians 963

 c. Disconnect and reconnect both ends of the wire harness from sensor to the PCA (Inner-lower

limit).

d. Replace the sensor as needed.

Output tray lower limit sensor part number: JC90-01320A

For instructions, see the Repair Service Manual for this product.

4. Check the output tray paper holding sensor.

a. Run the diagnostic test for the sensor

Open the following menus: Support Tools > Service > Advanced Service > Advanced
Diagnostics > Sensors > Inner finisher > Output tray > Output tray paper holding sensor.

NOTE: The service PIN for this printer is: 03078622

b. Check the reading value changes of the sensor.

c. Disconnect and reconnect both ends of the wire harness from sensor to the PCA (Inner-

front).

d. Replace the sensor as needed.

Output tray paper holding sensor part number: 0604-001393

964 Chapter 7 Alphabetical control panel messages

 For instructions, see the Repair Service Manual for this product.

System Main has Failed

A 'System Main has Failed' error displays on the control panel of a new HP LaserJet Enterprise or HP
LaserJet Managed printer.

NOTE: The 'System Main has Failed!' message is a low-level firmware error similar to a 49 error with
different troubleshooting steps.

This error displays on the following HP LaserJet Enterprise and HP LaserJet Managed printer models.

HP LaserJet Enterprise
● HP LaserJet Enterprise M406dn

● HP LaserJet Enterprise M407dn

● HP LaserJet Enterprise MFP M430f

● HP LaserJet Enterprise MFP M431f

● HP Color LaserJet Enterprise M455dn

● HP Color LaserJet Enterprise MFP M480f

● HP Color LaserJet Enterprise 5700, 5700dn

● HP Color LaserJet Enterprise MFP 5800, 5800dn, 5800f

● HP Color LaserJet Enterprise Flow MFP 5800zf

● HP Color LaserJet Enterprise 6700, 6700dn

● HP Color LaserJet Enterprise 6701dn

● HP Color LaserJet Enterprise MFP 6800, 6800dn

● HP Color LaserJet Enterprise Flow MFP 6800

● HP Color LaserJet Enterprise Flow MFP 6801

HP LaserJet Managed
● HP LaserJet Managed E40040dn

● HP LaserJet Managed MFP E42540f

● HP Color LaserJet Managed E45028dn

● HP Color LaserJet Managed MFP E47528f

● HP LaserJet Managed E730, E731, E731dn, E731z

● HP LaserJet Managed MFP E73025, E73030

● HP LaserJet Managed MFP E73130, E73135, E73140

● HP Color LaserJet Managed MFP E785, E786, E786dn, E786z

System Main has Failed 965

 ● HP Color LaserJet Managed MFP E78523, E78528

● HP Color LaserJet Managed MFP E78625, E78630, E78635

● HP LaserJet Managed MFP E826, E826dn, E826z

● HP LaserJet Managed MFP E82650, E82660, E82670

● HP LaserJet Managed MFP E877, E877dn, E877z

● HP Color LaserJet Managed MFP E87740, E87750, E87760, E87770

● HP Color LaserJet X557

● HP Color LaserJet Enterprise X557dn

● HP Color LaserJet Enterprise MFP X57945, X57945dn

● HP Color LaserJet Enterprise Flow MFP X57945z, X57945zs

● HP Color LaserJet Enterprise MFP X58045, X58045dn

● HP Color LaserJet X654

● HP Color LaserJet Enterprise X654dn

● HP Color LaserJet Enterprise MFP X677, X677d, X677s

● HP Color LaserJet Enterprise Flow MFP X677z, X677zs

Recommended action
Follow these steps to clear the error or troubleshoot further as needed.

1. Select Restart on the printer control panel.

NOTE: If the printer does not restart, use the power button to turn off the printer, and to turn it on.

2. Check if the printer returns to a Ready state.

● If the printer returns to a Ready state, the issue is solved.

966 Chapter 7 Alphabetical control panel messages

 ● If the error persists, see the next step.

3. If the printer reboots to the error again, or if the error returns later, perform a Partial Clean and then
reconfigure the printer.

4. If the error returns after performing a Partial Clean, do the following tasks to check for a possible
solution in the latest firmware release:

a. Go to HP Support or HP Software and Drivers (https://support.hp.com/drivers), select Printer,

and then enter your printer model in the search field.

b. Expand the Firmware section, and then review the Readme file.

To view the Firmware Readme file, select the See full details link.

c. Upgrade the firmware if a possible solution is provided in the latest firmware release.

5. If the issue persists after upgrading the firmware, gather the Diagnostic log from the Preboot menu,
and then elevate the case to HP Support.

Tray 1 Empty Load Tray 1

No paper in Tray 1.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check if there is paper in Tray 1.

2. If the error persists or you have any further issues, contact your HP-authorized service or support
provider, or contact customer support at http://www.hp.com/go/contactHP.

Tray 1 Empty Load Tray 1 967

 Recommended action for call-center agents

1. Check if there is paper in Tray 1.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Check if there is paper in Tray 1.

2. Check the Tray 1 empty sensor.

968 Chapter 7 Alphabetical control panel messages

a. Clean the sensor using a lint-free cloth.

b. Diagnose the Tray 1 empty sensor.

i. Run the diagnostics for the sensor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray1 > Tray1 Empty
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J88).

d. Replace the sensor as needed.

Part number:

Recommended action for onsite technicians 969

 Tray 1 empty sensor: 0604-001381
Or Tray 1 unit: JC90-01869A ( Upper assembly )
For instructions on removing and replacing sensor, see the Repair Service Manual for this
product.

Tray 2 Empty Load Tray 2

No paper in Tray 2.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check if there is paper in Tray 2 (U3).

2. If the error persists or you have any further issues, contact your HP-authorized service or support
provider, or contact customer support at http://www.hp.com/go/contactHP.

970 Chapter 7 Alphabetical control panel messages

Recommended action for call-center agents

1. Check if there is paper in Tray 2 (U3).

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Check if there is paper in Tray 2 (U3).

2. Check the Tray 2 stack height sensor.

Recommended action for call-center agents 971

 a. Clean the sensor using a lint-free cloth.

b. Diagnose the Tray 2 stack height sensor.

i. Run the diagnostics for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray2 > Tray2 Stack Height
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J71).

d. Replace the sensor as needed.

Part number:
Tray 2 stack height sensor: 0604-001393
Or Tray 2 pickup assembly: JC93-01728A ( Upper assembly )
For instructions on removing and replacing sensor, see the Repair Service Manual for this
product.

972 Chapter 7 Alphabetical control panel messages

3. Check the Tray 2 empty sensor.

a. Check the actuator. Ensure the sensor actuator flag moves smoothly and turns back.

b. Diagnose the Tray 2 empty sensor.

i. Run the diagnostics for the sensor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray2 > Tray2 Empty
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J71).

d. Replace the sensor as needed.

Part number:
Tray 2 empty sensor: 0604-001393
Or Tray 2 pickup assembly: JC93-01728A ( Upper assembly )

Recommended action for onsite technicians 973

 For instructions on removing and replacing sensor, see the Repair Service Manual for this
product.

Tray 3 Empty Load Tray 3

No paper in Tray 3.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Check if there is paper in Tray 3 (U4).

2. If the error persists or you have any further issues, 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

1. Check if there is paper in Tray 3 (U4).

974 Chapter 7 Alphabetical control panel messages

 2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Check if there is paper in Tray 3 (U4).

2. Check the Tray 3 stack height sensor.

a. Diagnose the Tray 3 stack height sensor.

i. Run the diagnostics for the sensor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray3 > Tray3 Stack Height
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

Recommended action for onsite technicians 975

 b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J71).

c. Replace the sensor as needed.

Part number:
Tray 3 stack height sensor: 0604-001393
Or Tray 3 pickup assembly: JC93-01729A ( Upper assembly )
For instructions on removing and replacing sensor, see the Repair Service Manual for this
product.

3. Check the Tray 3 empty sensor.

a. Check the actuator. Ensure the sensor actuator flag moves smoothly and turns back.

976 Chapter 7 Alphabetical control panel messages

 b. Diagnose the Tray 3 empty sensor.

i. Run the diagnostics for the sensor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray3 > Tray3 Empty
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (J71).

d. Replace the sensor as needed.

Part number:
Tray 3 empty sensor: 0604-001393
Or Tray 3 pickup assembly: JC93-01729A ( Upper assembly )
For instructions on removing and replacing sensor, see the Repair Service Manual for this
product.

Tray 4 Empty Load Tray 4 (DCF)

No paper in Tray 4.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

Tray 4 Empty Load Tray 4 (DCF) 977

 1. Check if there is paper in Tray 4.

2. If the error persists or you have any further issues, 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

1. Check if there is paper in Tray 4.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Check if there is paper in Tray 4.

978 Chapter 7 Alphabetical control panel messages

2. Check the Tray 4 stack height sensor.

a. Diagnose the Tray 4 stack height sensor.

i. Run the diagnostics for the sensor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray4 > Tray4 Stack Height
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (DCF-
CN502).

c. Replace the sensor as needed.

Part number:
Tray 4 stack height sensor: 0604-001393
Or Tray 4 pickup assembly: 8GR90-60007 ( Upper assembly )
For instructions on removing and replacing sensor, see the Repair Service Manual for this
product.

3. Check the Tray 4 empty sensor.

Recommended action for onsite technicians 979

 a. Check the actuator. Ensure the sensor actuator flag moves smoothly and turns back.

b. Diagnose the Tray 4 empty sensor.

i. Run the diagnostics for the sensor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray4 > Tray4 Empty
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (DCF-
CN502).

d. Replace the sensor as needed.

Part number:
Tray 4 empty sensor: 0604-001393
Or Tray 4 pickup assembly: 8GR90-60007 ( Upper assembly )
For instructions on removing and replacing sensor, see the Repair Service Manual for this
product.

Tray 5 Empty Load Tray 5 (DCF)

No paper in Tray 5.

980 Chapter 7 Alphabetical control panel messages

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

1. Check if there is paper in Tray 5.

2. If the error persists or you have any further issues, 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

1. Check if there is paper in Tray 5.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

1. Check if there is paper in Tray 5.

Recommended action for customers 981

 2. Check the Tray 5 stack height sensor.

a. Diagnose the Tray 5 stack height sensor.

i. Run the diagnostics for the sensor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray5 > Tray5 Stack Height
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (DCF-
CN501).

c. Replace the sensor as needed.

Part number:
Tray 5 stack height sensor: 0604-001393
Or Tray 5 pickup assembly: 8GR90-60007 ( Upper assembly )
For instructions on removing and replacing sensor, see the Repair Service Manual for this
product.

3. Check the Tray 5 empty sensor.

982 Chapter 7 Alphabetical control panel messages

 a. Check the actuator. Ensure the sensor actuator flag moves smoothly and turns back.

b. Diagnose the Tray 5 empty sensor.

i. Run the diagnostics for the sensor from the following menu: Support Tools> Service>
Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray5 > Tray5 Empty
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (DCF-
CN501).

d. Replace the sensor as needed.

Part number:
Tray 5 empty sensor: 0604-001393
Or Tray 5 pickup assembly: 8GR90-60007 ( Upper assembly )
For instructions on removing and replacing sensor, see the Repair Service Manual for this
product.

Tray 4 Empty Load Tray 4 (HCI)

No paper in Tray 4.

Tray 4 Empty Load Tray 4 (HCI) 983

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

1. Check if there is paper in Tray 4.

2. If the error persists or you have any further issues, 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

1. Check if there is paper in Tray 4.

2. If the error persists, dispatch an onsite technician.

984 Chapter 7 Alphabetical control panel messages

Recommended action for onsite technicians

1. Check if there is paper in Tray 4.

2. Check the Tray 4 stack height sensor (HCI).

a. Diagnose the Tray 4 stack height sensor.

i. Run the diagnostics for the sensor from the following menu: Support Tools > Service >
Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray4 > Tray4 Stack Height
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

Recommended action for onsite technicians 985

 b. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (DCF-
CN502).

c. Replace the sensor as needed.

Tray 4 stack height sensor part number: 0604-001393

For instructions on removing and replacing sensor, see the Repair Service Manual for this
product.

3. Check the Tray 4 empty sensor.

a. Check the actuator. Ensure the sensor actuator flag moves smoothly and turns back.

b. Diagnose the Tray 4 empty sensor.

i. Run the diagnostics for the sensor from the following menu: Support Tools > Service
> Advanced Service > Advanced Diagnostics > Sensors > Tray > Tray4 > Tray4 Empty
Sensor.

NOTE: To learn the service mode pin number, see the Printer Service Information
section of this CPMD.

ii. Push the lever to check the reading value changes.

986 Chapter 7 Alphabetical control panel messages

 c. Disconnect and reconnect both ends of the wire harness from the sensor to the PCA (DCF-
CN502).

d. Replace the sensor as needed.

Tray 4 empty sensor part number: 0604-001393

For instructions on removing and replacing sensor, see the Repair Service Manual for this
product.

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

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.

Tray x overfilled 987

 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.

988 Chapter 7 Alphabetical control panel messages

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.

Recommended action for onsite technicians 989

 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

990 Index
T
tray motor error (LaserJet)
60.WX.YZ error 4
Tray x overfilled 987

Index 991